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

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

Configuring Call Flows

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

Interaction Center Certified Engineer (ICCE) Bootcamp

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

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