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How to Prepare for Interaction Center Certified Engineer Bootcamp 2018 ICCE-201-02
Preparation Guide for Interaction Center Certified Engineer Bootcamp 2018 ICCE-201-02
Introduction
Genesys is an organisation with customer service and call centre technology for small and medium businesses. Genesys or Genesys Telecommunications Laboratories is a cloud and on-site company. The business has offices in Canada, Latin America, Europa, the Middle East, Africa, Asia and Australia and is located in Daly City, Californi- Established in 1990, Permira Funds and Technical Crossover Ventures recently acquired the Company in February 2012.
For organisations in more than 100 countries Genesys offers over 70 billion remarkable customer experience each year. Via Cloud and AI control, their technology connects every customer moment to marketing, delivery and service across every channel and enhances employee experienc- Genesys pioneered its Services expertise, improving customer faith and loyalty in every size company. Genesys is a leader in Services. This is allowed with Genesys Cloud, the all-in-one solution for rapid innovation and for scalability and versatility that is the world's leading public cloud platform.
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Interaction Center Certified Engineer Study Guide
Reference: https://genbin.genesys.com/old/resources/training/certification/ExamStudyGuide-807-SIP8-v1.pdf
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Genesys GE0-807 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Routing & Call Processing | 20% | - ACD queues and routing points - SIP routing logic and strategies - Call classification and control - Inbound/outbound call handling |
| Installation & Configuration | 25% | - Integration with Genesys Media Server - Basic configuration and parameter settings - Software/hardware requirements - SIP Server installation and licensing |
| Monitoring & Troubleshooting | 15% | - Monitoring tools and metrics - Fault recovery and maintenance procedures - Common signaling and media issues - Log analysis and problem diagnosis |
| SIP Server Overview & Architecture | 25% | - Deployment models and high availability - Scalability and redundancy design - SIP protocol fundamentals and call flows - SIP Server components and modules |
| Integration & Interoperability | 15% | - Protocol translation and interworking - Integration with Genesys Framework - Media control and signaling management - Connection to third-party SIP endpoints |
