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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.
How to Study the Interaction Center Certified Engineer Bootcamp 2018 ICCE-201-02
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We recommend the following course prerequisites prior to beginning ICCE:
- Configuring Call Flows
- Administering the CIC System
Genesys GE0-601 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ACD, Reporting and Maintenance | 15% | - ACD and Skills-Based Routing - Interaction Supervisor and Reporter Basics - Logs, Updates and Troubleshooting |
| Topic 2: PureConnect / Interaction Center Platform Overview | 20% | - Server Roles and Dependencies - System Architecture and Components - Licensing Model and Management |
| Topic 3: Interaction Attendant and Call Flow Design | 25% | - Attendant Interface and Structure - Routing and Queue Configuration - Auto Attendant and Menu Configuration - Voice Prompts and Scheduling |
| Topic 4: System Administration and Security | 20% | - Dial Plan, SIP and Media Configuration - Security Settings and Access Control - User, Role, Workgroup and Station Management |
| Topic 5: Installation and Initial Configuration | 20% | - Post-Installation Verification - Setup Assistant and Initial Configuration - Deployment Requirements |
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