The Genesys PC-ICCE exam preparation guide is designed to provide candidates with necessary information about the PureConnect ICCE exam. It includes exam summary, sample questions, practice test, objectives and ways to interpret the exam objectives to enable candidates to assess the types of questions-answers that may be asked during the PureConnect Interaction Center Core Engineer Certification (PC-ICCE) exam.
It is recommended for all the candidates to refer the PC-ICCE objectives and sample questions provided in this preparation guide. The Genesys PureConnect ICCE certification is mainly targeted to the candidates who want to build their career in PureConnect domain and demonstrate their expertise. We suggest you to use practice exam listed in this cert guide to get used to with exam environment and identify the knowledge areas where you need more work prior to taking the actual Genesys PureConnect Interaction Center Core Engineer exam.
Genesys PC-ICCE Exam Summary:
|
Exam Name
|
Genesys PureConnect Interaction Center Core Engineer (PureConnect ICCE) |
| Exam Code | PC-ICCE |
| Exam Price | $500 USD |
| Duration | 120 minutes |
| Number of Questions | 73 |
| Passing Score | 75% |
| Recommended Training / Books | Interaction Center Certified Engineer (ICCE) |
| Schedule Exam | Kryterion Webassessor |
| Sample Questions | Genesys PC-ICCE Sample Questions |
| Recommended Practice | PureConnect Interaction Center Core Engineer Certification (PC-ICCE) Practice Test |
Genesys PureConnect ICCE Syllabus:
| Section | Objectives |
|---|---|
| Administering the CIC System |
- Introduction to PureConnect Application Suite. - Identify the components of the Interaction Administrator interface - Managed IP Phone Configuration and Templates - Managed IP Phone Network Provisioning - Understand the configuration options available for ACD/Skills-Based routing - Configuring Stations - Overview of Client Templates - Configuring Client Button and Queue Columns - Using Response Management Libraries - Identify key configuration elements at the Default User, Role Workgroup, and User level - Status Messages, Account Codes, and Wrap-up Codes - Managing Licenses - Security and Compliance Enhancements - Introduction to ACD Tools - Workgroups ACD Skills - Configuring ACD - Overview of Interaction Center Business Manager - Basics of Interaction Supervisor - Basics of Interaction Reporter |
| Configuring Call Flows |
- Default Auto Attendant set of menus and operations - Overview of Interaction Attendant user interface - Structure of a Node - Manage Voice Prompts - Recognize and use the files and storage structure used by the Interaction Attendant - Overview of Default Profile - Overview of Default Schedule - Overview of Custom Profiles - Schedule Configuration - Create and configure operations that comprise an Interaction Attendant menu - Standard Inbound Operations - Queue Operations - Email Profiles - Email Schedules - Email Operations - Publish, import, and export a new Interaction Attendant configuration |
| Interaction Center Certified Engineer (ICCE) |
- Interaction Center Platform Overview - Interaction Center Architecture - Configure Interaction Media Server - Directory Server - Database Server - DNS Server - DHCP - IC Licensing Overview - License Management and Allocation - New License Generation - Licensing Users and Stations - Installing IC and Interaction Media Server - Running Setup Assistant - IC Survey File - Dial Plan - Site Information - Reporting Tables - Log Retrieval Assistant - Interactive Update Provider Overview - Using Interactive Update Client - Post Installation Configuration - Configure Line Groups - Configure Regionalization - Configure SIP addresses - Codecs - SIP Station Configuration - SIP Line Configuration - Understanding Lines and Groups - Gateways Overview - DID/DNIS Routing - SIP Proxy - Configuring IC Switchover Process - Interaction Center Security Methods - IC System Manager - TroubleShooting - WireShark Analyzer - Interaction Subsystems - Log Viewer |