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

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

Configuring Call Flows

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

Interaction Center Certified Engineer (ICCE) Bootcamp

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

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We recommend the following course prerequisites prior to beginning ICCE:

• Administering the CIC System
• Configuring Call Flows

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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.

For more info read reference:

ICCE Study Guide

Interaction Center Certified Engineer Study Guide