Genesys GE0-601 : Certified Genesys Engineer (CGEB) Exam

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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

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

Configuring Call Flows

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

Interaction Center Certified Engineer (ICCE) Bootcamp

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

Genesys GE0-601 Exam Syllabus Topics: