Benefits in Obtaining Interaction Center Certified Engineer Bootcamp 2018 ICCE-201-02

Genesys certifications lead to higher quality performance, recognized credibility, and greater customer success.

Certification Advantages Upon completion of this course, you will be to:

• Deploy Genesys products in a VoIP environment
• Configure deployment scenarios
• Install and configure Interaction Center components
• Monitor, capture, and troubleshoot SIP traffic
• Configure the SIP components of an IC system

How to Prepare for Interaction Center Certified Engineer Bootcamp 2018 ICCE-201-02

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Genesys is an organisation with customer service and call centre technology for small and medium businesses. Genesys or Genesys Telecommunications Laboratories is a cloud and on-site company. The business has offices in Canada, Latin America, Europa, the Middle East, Africa, Asia and Australia and is located in Daly City, California. Established in 1990, Permira Funds and Technical Crossover Ventures recently acquired the Company in February 2012.

For organisations in more than 100 countries Genesys offers over 70 billion remarkable customer experience each year. Via Cloud and AI control, their technology connects every customer moment to marketing, delivery and service across every channel and enhances employee experience. Genesys pioneered its Services expertise, improving customer faith and loyalty in every size company. Genesys is a leader in Services. This is allowed with Genesys Cloud, the all-in-one solution for rapid innovation and for scalability and versatility that is the world's leading public cloud platform.

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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

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

Configuring Call Flows

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

Interaction Center Certified Engineer (ICCE) Bootcamp

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