Genesys PC-CIC-Core Exam Practice Test Instant Access

Question 1

The call center supervisor for your company must have access to the three workgroups that she manages in order to make changes to workgroup membership as necessary and to manage the workgroup settings. You want to ensure she can view only those workgroups in interaction Administrator and nothing else.

How would you configure the supervisor's account to provide access only to the three workgroups?

ACreate a Role and add the supervisor to that Role. In the Role container select the Security tab and select Administrator Access. Then grant the role access to only the three requested workgroups.

BCreate a Role and add the supervisor to that Role. In the Role container select the Security tab and select Administrator Access. Then grant her access to *[all].

CCreate a Role and add the supervisor to that Role. In the Role container select the Security tab and select Master Administrator.

DCreate a Role and add the supervisor to that Role. In the Role container select the Security tab and select Access Control. Then grant the role access to only the three requested workgroups.

Answer : A

Question 2

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?

AQueue menu

BQueue audio

CQueue transfer

DQueue repeat

Answer : A

Question 3

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

Question 4

What must an Administrator configure in order to allow a user to take advantage of CIC Unified Messaging features?

AGive the user Send As permissions on the Exchange server

BRun an instance of the messaging Client on the IC server under that user's profile

CAssign the user account a default workstation

DAssign the user account a mailbox

Answer : A

Question 5

You are performing an IC server implementation. You would like all users to be able to answer calls, place calls on hold and disconnect calls.

What object allows you to configure these settings in the most efficient manner?

ADefault Workgroup

BDefault Role

CDefault Station

DDefault User

Answer : D

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?

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 7

You have been asked to create an operator queue. Helen is the company operator and should receive the calls when she is available. There are other people who should receive calls, to the operator, if Helen is on break or steps away from her desk. Roger is her back up, and calls need be routed to him next, but if he is not available then calls need to be routed to Larry.

What queue type is required to ensure that calls to the operator queue are routed as described?

ASequential

BRound-robin

CCustom

DACD

EGroup Ring

Answer : D

Genesys PC-CIC-Core PureConnect: CIC Core Certification Exam Practice Test