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Genesys PC-CIC-Core Dumps

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PureConnect: CIC Core Certification Questions and Answers

Question 1

Your company has just acquired another company and you are responsible for setting up and configuring the users and stations. There are 35 users and Polycom IP phones that require setup and configuration.

What Interaction Administrator tool is designed for quickly creating the managed IP stations?

Options:

A.

Manually create each phone in the Managed IP Phones container.

B.

Use the Managed IP Phone Assistant to import a .csv list of the 35 IP phones to be created.

C.

Manually create all of the phones in the Stations container.

D.

Use the import wizard in the Stations container to import the phones from a .csv list.

Question 2

The Sales Manager and Accounts Manager roles must allow all members to dial internationally.

How would you configure the IC system to allow international dialing for users in these two roles?

Options:

A.

Determine the list of users for each role and then grant them international dialing privileges by opening each user account and selecting International from the Phone Classifications on the Admin Access dialog box.

B.

All Interaction Center users can dial all phone classifications by default, so they already have this privilege.

C.

From each Roles' property dialog box, select Security, Access Control and then Phone number Classifications, then select International.

D.

From the Interaction Client, each user should right-click on the "Make Call" button and select international from the list of phone classifications.

Question 3

You have been designated as a workgroup supervisor for international Travel Services workgroup. You have just received an assistance request from one of your agents who is having difficulty with a caller.

What two options are available to disposition the request? (Choose two.)

Options:

A.

Response to the request to chat with the agent.

B.

Ignore the request.

C.

You must call or walk over to the agent to provide assistance.

D.

Forward the request to another supervisor or agent.

Question 4

You have configured your default profile and default schedule to have the functionality that you wish callers to have when they dial in during regular business hours. Now you want to assign your business hours to the default schedule so that it will only be used from 8 AM to 8 PM.

How would you assign the business hours to the default schedule?

Options:

A.

You can't assign a time to the default schedule. You must create a custom schedule and assign the time to that.

B.

Select the Daily schedule tab and configure the hours there.

C.

Select the Weekday schedule tab and configure the hours there.

D.

Create the schedule in Interaction Administrator and use the System schedule page to use the schedule.

Question 5

Why are user objects necessary in an Interaction Center system? (Choose three.)

Options:

A.

Interaction Center user objects provide login security for the Interaction Client and remote access functions.

B.

Interaction Center user objects can provide security settings.

C.

Interaction Center user objects can be used to configure workgroup and role membership, and many other configuration settings.

D.

Interaction Center user objects provide access to network resources.

E.

Interaction Center user objects can automatically expire after a set period of time for temporary employees

Question 6

You have configured your default profile and default schedule to have the functionality that you wish callers to hear when they dial in during regular business hours. Now you want to assign your main number to the default profile.

How would you assign the main number to the default profile?

Options:

A.

You can't assign a number to the default profile. You must create a custom profile and assign the main number to that.

B.

Assign the main number in the Incoming Call Selection area of the Default Profile property window.

C.

Check "Use this profile to process incoming calls with any of the following DNIS values", then enter the number into the text box.

D.

Check "Use this profile to process incoming calls with any of the following ANI values", then enter the number into the text box.

Question 7

When inbound callers select the Accounting workgroup from the automated attendant menu, you want to play an audio file with a list of choices available to them, such as, Request a Callback and Leave a Voicemail.

What queue operation would you use to configure this functionality?

Options:

A.

Queue menu

B.

Queue audio

C.

Queue transfer

D.

Queue repeat

Question 8

What element CANNOT be calculated for intelligent distribution of interactions when using the ACD queue type for a workgroup?

Options:

A.

Skill desire to use

B.

Interaction’s time in queue

C.

Skill proficiency

D.

Cost

Question 9

Your company has just hired Bruce Scott as a new system administrator. When you created Bruce's user object, you checked the Master Administrator checkbox.

as

What rights will Bruce receive as a result?

Options:

A.

All rights to the CIC system.

B.

All rights to Interaction Administrator.

C.

All rights to Access Control

D.

All rights to settings on the Security Rights page.

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