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Topics of Interaction Center Certified Engineer Bootcamp 2018 ICCE-201-02

The Interaction Center Certified Engineer(ICCE) certification includes the following topics:

Administering the CIC System

• Status Messages, Account Codes, and Wrap-up Codes
• Using Response Management Libraries
• Identify the components of the Interaction Administrator interface
• Identify key configuration elements at the Default User, Role, Workgroup, and User level
• Basics of Interaction Supervisor
• Introduction to ACD Tools
• Managed IP Phone Configuration and Templates
• Managing Licenses
• Managed IP Phone Network Provisioning
• Basics of Interaction Reporter
• Overview of Interaction Center Business Manager
• Introduction to PureConnect Application Suite
• Understand the configuration options available for ACD/Skills-Based routing
• Configuring Client Button and Queue Columns
• Overview of Client Templates
• Workgroups ACD Skills
• Security and Compliance Enhancements
• Configuring Stations
• Configuring ACD

Configuring Call Flows

• Structure of a Node
• Overview of Default Schedule
• Manage Voice Prompts
• Overview of Default Profile
• Queue Operations
• Standard Inbound Operations
• Email Operations
• Overview of Custom Profiles
• Default Auto Attendant set of menus and operations
• Email Schedules
• Recognize and use the files and storage structure used by the Interaction Attendant
• Schedule Configuration
• Overview of Interaction Attendant user interface
• Create and configure operations that comprise an Interaction Attendant menu
• Publish, import, and export a new Interaction Attendant configuration
• Email Profiles

Interaction Center Certified Engineer (ICCE) Bootcamp

• Codecs
• IC Survey File
• Understanding Lines and Groups
• Configure SIP addresses
• Interaction Center Architecture
• SIP Proxy
• Configure Interaction Media Server
• Using Interactive Update Client
• Dial Plan
• Log Viewer
• Log Retrieval Assistant
• SIP Line Configuration
• IC Licensing Overview
• Interaction Subsystems
• Database Server
• TroubleShooting
• Running Setup Assistant
• License Management and Allocation
• IC System Manager
• Gateways Overview
• Reporting Tables
• DHCP
• WireShark Analyzer
• Configure Line Groups
• Interaction Center Platform Overview
• DID/DNIS Routing
• Interactive Update Provider Overview
• Configure Regionalization
• Directory Server
• Configuring IC Switchover Process
• Installing IC and Interaction Media Server
• Interaction Center Security Methods
• Site Information
• DNS Server
• New License Generation
• Post Installation Configuration
• SIP Station Configuration
• Licensing Users and Stations

How to book the Interaction Center Certified Engineer Bootcamp 2018 ICCE-201-02

Taking a Certification Exam Guide provides instructions for registering, accessing, and taking exams.

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