Course Prerequisites and System Requirements. ICCE - Part 1, ICCE - Part 2, and ICCS Prerequisites

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1 Education Services Course Prerequisites and System Requirements ICCE - Part 1, ICCE - Part 2, and ICCS Prerequisites Interactive Intelligence, Inc. (Interactive) training is available to Resellers, Partners, and Customers, both direct and indirect. Interactive prospective customers must have a signed non-disclosure These are technical courses 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 Have been designated as an installer and/or administrator of Customer Interaction Center. ICHD Prerequisities both direct and indirect. Interactive prospective customers must have a signed non-disclosure These are technical courses 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. Attend Interaction Administrator Core Concepts course (Strongly Recommended).

2 ICHD Prerequisites, continued Have experience with the Interaction Center Platform, including Interaction Administrator and the Interaction Center.Net Client. Be designated as the support engineer or customizations developer for the Interaction Center Platform. Have fully completed the Handlers Pre-Class Materials prior to attending training. 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 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 These are technical courses with exposure to Microsoft Windows Server 2008 R2 SP1 and various networking concepts; therefore, all students must have knowledge/experience in the following areas: It is highly recommended that non-certification candidates attend an Interaction Adminis trator Core Concepts course and an Interaction Attendant Core Concepts course. Certification candidates must have attended and passed ICCE or ICCS training.

3 IOCA Prerequisites Interactive Intelligence, Inc. training is available to Resellers, Partners, and Customers, both direct Have a current intermediate knowledge of the Windows interface and familiarity with its terminology. Be designated as the scheduler or scheduling administrator for the contact center using the Interaction Center Platform. Have hands-on experience with computer software. Completion of the Interaction Administrator Core Concepts (classroom or web-based) course is strongly recommended. Interaction Administrator Core Concepts Prerequisities Interaction Attendant Core Concepts Prerequisities Have an understanding of the reporting needs and expectations of their contact center

4 IC System Configuration and Support Prerequisites Interaction Client Core Concepts, Interaction Administrator Core Concepts, and Interaction Attendant Core Concepts are 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 It is highly recommended that students attending this course have successfully completed the Interaction Administrator Core Concepts (classroom or web-based) and Interaction Center Handler Developer (ICHD) Training courses. Quality Management in the Contact Center Prerequisites Have a current intermediate knowledge of the Windows interface and familiarity with its terminology. Completion of the Interaction Administrator Core Concepts (classroom or web-based) is recommended (not required).

5 Monitoring Contact Center Performance Prerequisites Have a current intermediate knowledge of the Windows interface and familiarity with its terminology. Virtual 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: Registrations must be submitted no later than Wednesday prior to the class start date. Browser: 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. All attendees are required to have a USB headset for VoIP audio.