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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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We recommend the following course prerequisites prior to beginning ICCE:

• Configuring Call Flows
• Administering the CIC System

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

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

Configuring Call Flows

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

Interaction Center Certified Engineer (ICCE) Bootcamp

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

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