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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.

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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

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

Configuring Call Flows

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

Interaction Center Certified Engineer (ICCE) Bootcamp

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