Education Services
Course Prerequisites and System Requirements ICCE Bootcamp Interactive Intelligence, Inc. (Interactive) training is available to Resellers, Partners, and Customers, both direct and indirect. This is a technical course with exposure to Microsoft Windows Server 2008 R2 SP1 and various networking concepts; therefore, all students must have knowledge/experience in the following areas: • Windows Server Environment • IP Networks – network management, routing, switching • Basic knowledge of VoIP, telecommunications, and VoIP protocols • Basic familiarity with IP PBX systems To further maximize the student’s potential for successful course completion and/or certification, each student is expected to: • Be fluent in spoken and written English language. • Have been designated as an installer and/or administrator of Customer Interaction Center.
ICHD Prerequisities (Handler) Interactive Intelligence, Inc. (Interactive) training is available to Resellers, Partners, and Customers, both direct and indirect. This is a technical course with exposure to Microsoft Windows Server 2008 R2 SP1 and various networking concepts; therefore, all students must have knowledge/experience in the following areas: • Have a current intermediate knowledge of the Windows interface and familiarity with its terminology. • Be fluent in spoken and written English language. • Attend Administering the CIC System course and Configuring Call Flows (Strongly Recommended).
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ICHD Prerequisites, continued • Have experience with the Interaction Center Platform, including Interaction Administrator® and the Interaction Center .Net Client and/or Interaction Desktop. • Be designated as the support engineer or customizations developer for the Interaction Center Platform. • Have current working knowledge of a 4th generation programming language or event driven language such as (Visual Basic, C#) and have previously built an application using tools associated with the language. • Have experience building call flows and program logic flows. • Have performed debugging or troubleshooting of program code.
ICID Prerequisites (IceLib) Interactive Intelligence, Inc. training is available to Resellers, Partners, and Customers, both direct and indirect. To maximize the student’s potential for successful course completion each student is expected to: • Have a current basic knowledge of the Microsoft Windows interface and familiarity with its terminology.
• Have significant programming experience in .NET. • Be fluent in the spoken and written English language.
IDCE Prerequisities (Dialer) Interactive Intelligence, Inc. (Interactive) training is available to Resellers, Partners, and Customers, both direct and indirect. This is a technical course with exposure to Microsoft Windows Server 2008 R2 SP1 and various networking concepts; therefore, all students must have knowledge/experience in the following areas: • Be fluent in spoken and written English language. • It is highly recommended, but not mandatory, that non-certification candidates attend the Administering the CIC System course. • C ertification candidates must have attended and passed the required certification before they will be IDCE Certified. Partners must complete ICCE Certification. Customers must complete ICCS Certification.
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IOCA Prerequisites (Optimizer) Interactive Intelligence, Inc. training is available to Resellers, Partners, and Customers, both direct and indirect. To maximize the student’s potential for successful course completion each student is expected to: • Have a current intermediate knowledge of the Windows interface and familiarity with its terminology. • Be fluent in spoken and written English language. • Be designated as the scheduler or scheduling administrator for the contact center us- ing the Interaction Center Platform. • Have hands-on experience with computer software. • C ompletion of the Administering the CIC System course is strongly recommended, but not mandatory.
Administering the CIC System Prerequisities Interactive Intelligence, Inc. (Interactive) training is available to Resellers, Partners, and Customers, both direct and indirect. To maximize the student’s potential for successful course completion each student is expected to: • Be fluent in spoken and written English language.
Configuring Call Flows Prerequisities Interactive Intelligence, Inc. (Interactive) training is available to Resellers, Partners, and Customers, both direct and indirect. To maximize the student’s potential for successful course completion each student is expected to: • Be fluent in spoken and written English language. • Have an understanding of the reporting needs and expectations of their contact center. • C ompletion of the Administering the CIC System course is strongly recommended, but not mandatory.
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©2015 Interactive Intelligence Inc.
IC System Configuration and Support Prerequisites Interactive Intelligence, Inc. training is available to Resellers, Partners, and Customers, both direct and indirect. Administering the CIC System, and Configuring Call Flows are mandatory prerequisites for the IC System Configuration and Support course. This is a technical course with exposure to Microsoft Windows Server 2008 and various networking concepts; therefore, all students must have knowledge/experience in the following areas: • Windows Server Environment • IP Networks – network management, routing, switching • Basic knowledge of VoIP, telecommunications, and VoIP protocols • Basic familiarity with IP PBX systems
Interaction Process Automation Core Concepts Prerequisities Interactive Intelligence, Inc. (Interactive) training is available to Resellers, Partners, and Customers, both direct and indirect. To maximize the student’s potential for successful course completion each student is expected to: • Be fluent in spoken and written English language. • It is highly recommended, but not mandatory that students attending this course have successfully completed the Administering the CIC System and Interaction Center Handler Developer (ICHD) Training courses.
Quality Management in the Contact Center Prerequisites Interactive Intelligence, Inc. (Interactive) training is available to Resellers, Partners, and Customers, both direct and indirect. To maximize the student’s potential for successful course completion each student is expected to: • H ave a current intermediate knowledge of the Windows interface and familiarity with its terminology. • Be fluent in spoken and written English language. • Completion of the Administering the CIC System course is recommended, but not mandatory.
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©2015 Interactive Intelligence Inc.
Monitoring Contact Center Performance Prerequisites Interactive Intelligence, Inc. training is available to Resellers, Partners, and Customers, both direct and indirect. To maximize the student’s potential for successful course completion each student is expected to: • H ave a current intermediate knowledge of the Windows interface and familiarity with its terminology. • Be fluent in spoken and written English language.
Virtual Instructor Led Class Requirements To maximize the student’s potential for successful course completion and/or certification, each student is expected to at the least have the following: • All attendees are required to have a USB headset for VoIP audio. • Registrations must be submitted no later than Wednesday prior to the class start date. • B rowser: Internet Explorer® 9.0 or newer (IE Compatiability Mode view not supported), Mozilla® Firefox® 4.0 or newer, Google Chrome™ 5.0 or newer, Safari™ 3.0 or newer, iOS 4.2 or newer, Android 2.2 or higher • Internet: DSL or better • Bandwidth: 700Kbps or more for simultaneous screen sharing, video and audio conferencing • Additional software if using PC or MAC: Java™ 1.6 or higher recommended • A valid User ID and Logon Credentials from the Interactive Intelligence Education Group are required for entry.
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