This mock exam tests knowledge on the ICCE system, focusing on capabilities, maintenance, configuration, and operational testing.
Server Application
Business Application
User Application
Enterprise Application
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CIC Environment
Multi-site Environment
Development Environment
Switchover Environemt
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User has to be a domain member (user) and local administrator
User has to be a domain member (user) and local user
User has to be a domain member (user) and local guest
User has to be a domain member (user) and remote user
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Company Archive
Company Directory
Company Planner
Company Profiler
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Business Application
Server Application
User Application
Enterprise Application
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Mail Server
IC Server
Database Server
Messaging Server
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USB Flash Drive
Cloud Storage
LAN
Phone Storage
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Default User
User
Roles
Workgroup
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Always routes from top to bottom
Always routes from bottom to top
Always routes from left to right
Always routes from right to left
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RTP - Real-Time Transport Protocol
VoIP - Voice over IP
SIP - Session Initiation protocol
TLS - Transport Layer Security
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User Applications
Business Application
Server Application
Enterprise Application
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Remembers the order in which a call was received and then moves to the next person on the list
Remembers the order in which a call was not received and then moves to the next person on the list
Remembers the order in which a call was received and then moves to the last person on the list
Remembers the order in which a call was received and then moves to the first person on the list
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Ring all phones at the same time
Ring all phones consecutively
Ring all phones by skill
Ring phones by pair
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Unique ID (call id) that you can be used for troubleshooting
Unique ID (call id) that you can be used for login
Unique ID (call id) that you can be used for duplicate
Unique ID (call id) that you can be used for calling
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Notifier
Interaction Processor
Queue Manager
Telephony Services
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Interaction Processor
Admin Services
Client Services
Queue Manager
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Call from internal to another internal phone
Call from an internal phone to an external phone
Call from an external phone to an internal phone
Retrieve voicemail
Call from external to an external phone
Call 911 and wait for the voicemail.
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Setup Assistance
Setup Assistant
Configuration Assistant
Initial Setup Assistant
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Testlab
Confluence
Manual
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Server applications
User Application
Business Application
Enterprise Application
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Windows Authentication
IC Authentication
Active Directory Authentication
Email Authentication
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User Applications
Business Applications
Server Application
Enterprise Application
Administration Application
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Custom set that can be setup if you cannot use the other routing methods or complex requirement
Custom set that can be setup if you base and calcualte from agent's functionality
Custom set that can be setup if you want to have two or more routing method
This is not a valid method or types of routing
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Server applications
Business Applications
User Application
Enterprise Application
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Intelligent routing based on formulas and factors (ie skills)
Intelligent routing via admin's choices
Intelligent routing via supervisor's choices
Intelligent routing based on availability and presence
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User Application
Enterprise Application
Business Application
Server Application
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Telephony Services
Directory Services
Client Services
Interaction Processor
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User Application
Server Application
Business Application
Enterprise Application
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Interaction Administrator
Interactive Administrator
Interaction Maintenance
Interactive Maintenance
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Web Server
Chat Server
Message Server
IC Server
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It serves as the audio path between the endpoint and the IC server
Give access to be able to use the client
It serves as the audio path between the endpoint and the client station
Give access to be able to use the IC server
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Business Application
Server Application
User Application
Enterprise Application
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Business Application
Server Application
User Application
Enterprise Application
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Interactive Update Setup System
Interaction Update
Interactive Update
Interaction Update System
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It serves as the audio path between the endpoint and the IC server
Give access to be able to use the client
It serves as the audio path between the endpoint and the client station
Give access to be able to use the IC server
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User
Roles
Workgroups
Default User
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Interaction Client a unified interaction control interface
Enteprise PBX & IP-PBX call processing functions
Enterprise wide presence management & unified communications
Robust unified messaging (e-mail, faxing, voicemail) for business users and agents where appropriate
Expanded voicemail features
ACD capabilities with comprehensive universal queuing options
Interaction Scheduler
IVR for self service automation
Intelligent speech recognition, including DTMF
Skills based routing
Interaction Tracker
Web based interaction managements
Built in mutli-lingual support
Blind Transfer
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Right Click then New View
From File Menu, click New View
From Options Menu, click New View
Double Click to the workspace
Ctrl + Alt + N
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