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Interaction Center Certified Engineer Study Guide
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| Section | Weight | Objectives |
|---|---|---|
| Installation and Initial Configuration | 20% | - Setup Assistant and Initial Configuration - Deployment Requirements - Post-Installation Verification |
| PureConnect / Interaction Center Platform Overview | 20% | - Licensing Model and Management - System Architecture and Components - Server Roles and Dependencies |
| System Administration and Security | 20% | - User, Role, Workgroup and Station Management - Dial Plan, SIP and Media Configuration - Security Settings and Access Control |
| Interaction Attendant and Call Flow Design | 25% | - Routing and Queue Configuration - Auto Attendant and Menu Configuration - Voice Prompts and Scheduling - Attendant Interface and Structure |
| ACD, Reporting and Maintenance | 15% | - Logs, Updates and Troubleshooting - ACD and Skills-Based Routing - Interaction Supervisor and Reporter Basics |
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