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For more info read reference:

ICCE Study Guide

Interaction Center Certified Engineer Study Guide

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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

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

Configuring Call Flows

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

Interaction Center Certified Engineer (ICCE) Bootcamp

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

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