Genesys PC-CIC-Core Exam Questions Instant Access

Question 1

You have just completed the initial configuration of the CIC server. Currently when you call into your newly configured system, you simply hear a prompt that says "Thank you for calling". You need to configure it to say the company name in that initial prompt.

What utility allows you to change the initial prompt?

AInteraction Administrator

BSystem Manager

CInteraction Attendant

DInteraction Center Business Manager

Answer : C

Question 2

Agents in your contact center are complaining that they do not have time to complete their after call work before a new call arrives.

How can you use CIC features to address this problem?

AAssign a wrap-up status to the workgroups in Interaction Administrator. Assign an appropriate amount of time for the agents to complete their after call work.

BAssign a wrap-up code to the agents. Have them select the Wrap-up code that will put them in an unavailable status.

CCIC does not have a feature to address this problem. You must train the agents to change their status to Do Not Disturb when they finish a phone call. When they finish the after call work, have them change their status back to Available.

DCIC does not have built-in features to address this problem. You must use interaction Designer and write a custom Handler

Answer : A

Question 3

What security property page would you choose to configure access to interaction Client features, such as, record, listen, pick-up, and hold?

AAdministrator Access

BAccess Control

CSecurity Rights

DMaster Administrator

Answer : C

Question 4

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?

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

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

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

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

Answer : A

Question 5

What application can you use to build custom workspaces to monitor various aspects of the CIC system and the contact center activity? This application works with other add-on applications, such as Interaction Recorder and Interaction Optimizer.

AInteraction Center Business Manager

BInteraction Reporter

CInteraction Attendant

DInteraction Administrator

Answer : A

Question 6

You are an IC administrator for a large international company based in Indianapolis, IN. Matt, a manager who lives and works in Minneapolis is having issues with his Interaction Client configuration. He says the company directory has disappeared.

What is the best way to help Matt get his Interaction Client configured correctly?

ATake a trip to Minneapolis and configure Matt's Interaction Client.

BSelect Matt's user object in Interaction Administrator. Then select the Client Configuration tab and click on the Configure button.

CCreate a new Client Configuration template specifically for Matt and assign it to him.

DFind out which workgroups Matt is a member of and verify the client configuration for those workgroups.

Answer : B

Question 7

You need to create IP Managed Phone objects for 300 Polycom phones that are the same model. They all need the same basic default settings in Interaction Administrator.

What component, in Interaction Administrator, is designed to help you to configure these phone object settings easily, and efficiently when you are importing them into the system?

AThe User Phone Assistant

BStation templates

CManaged IP Phone templates

DThe Station's Assistant

Answer : C

Genesys PureConnect: CIC Core Certification PC-CIC-Core Exam Questions