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

Configuring Call Flows

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

Interaction Center Certified Engineer (ICCE) Bootcamp

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

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For more info read reference:

ICCE Study Guide

Interaction Center Certified Engineer Study Guide

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

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