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Introduction to Interaction Center Certified Engineer Bootcamp 2018 ICCE-201-02

Certified Interaction Center Engineer (ICCE) certification can be obtained by earning passing scores on the Bootcamp tests of the CIC Core and Interaction Center Certified Engineer (ICCE). This credential gives the student the expertise and skills required to introduce the Interaction Center Platform® and to help it. The student will learn about the Customer Interaction CenterTM (CIC) architecture and apply that information to an Interaction Center Platform system implementation.

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

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

Configuring Call Flows

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

Interaction Center Certified Engineer (ICCE) Bootcamp

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