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Last Updated: Aug 21, 2026
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This course is intended for implementers of PureConnect, or other technical positions in charge of implementing their Genesys Interaction Hub.
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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, California. 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 experience. 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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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: PureConnect / Interaction Center Platform Overview | 20% | - System Architecture and Components - Server Roles and Dependencies - Licensing Model and Management |
| Topic 2: System Administration and Security | 20% | - Dial Plan, SIP and Media Configuration - User, Role, Workgroup and Station Management - Security Settings and Access Control |
| Topic 3: ACD, Reporting and Maintenance | 15% | - Logs, Updates and Troubleshooting - ACD and Skills-Based Routing - Interaction Supervisor and Reporter Basics |
| Topic 4: Installation and Initial Configuration | 20% | - Setup Assistant and Initial Configuration - Deployment Requirements - Post-Installation Verification |
| Topic 5: Interaction Attendant and Call Flow Design | 25% | - Auto Attendant and Menu Configuration - Voice Prompts and Scheduling - Routing and Queue Configuration - Attendant Interface and Structure |
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