Genesys PC-CIC-Core Exam Questions Instant Access

Question 1

All of the following are ways that the Interaction Client or Interaction Desktop can be configured to alert you when you have a new incoming interaction, except:

AYour telephone rings.

BYou receive a text message.

CYour computer plays a .wav file through the speakers.

DThe Interaction .NET Client receives focus.

EA Call Information window appears.

Answer : D

Question 2

The International Sales manager at your company wants to ensure that each agent gets a chance to be the first in line for a sales call. He wants calls looped through the list of agents logged into the queue, starting with the first agent and "remembering' the last user who was sent a call. Each new call will go to the agent in the list after the last agent who received a call.

What type of queue is designed to perform in this manner?

ASequential

BRound-robin

CCustom

DACD

EGroup Ring

Answer : A

Question 3

Barb belongs to two workgroups, international Travel Services and Domestic Travel Services. International Travel Services workgroup has rights to call International and Long Distance, Domestic Travel Services workgroup has rights to call Long Distance. The Default User has rights to call Intercom, Emergency, and Local. Barb is currently activated as an agent in the Domestic Travel Services.

What types of phone calls can she make?

AIntercom, Emergency, Local, Long Distance, and International

BIntercom, Emergency, Local, and Long Distance

CIntercom, Emergency, and Local

DLong Distance

Answer : B

Question 4

You have created a wrap-up code called "Information" that agents will assign to the appropriate calls. The next step is to assign the wrap up code to the appropriate people so that they can access the wrap-up code from the CIC Client or interaction/Desktop Connect.

In what container are wrap-up codes assigned?

AUser

BWorkgroups

CWrap-up Codes

DSkills

Answer : C

Question 5

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

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

BInteraction Center user objects can provide security settings.

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

DInteraction Center user objects provide access to network resources.

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

Answer : A, B, C

Question 6

What component within the Interaction Client or Interaction Desktop allows you to manage any selected interaction?

ACall control toolbar

BMy Status field

CDirectory control toolbar

DMenu bar

Answer : A

Question 7

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?

ADetermine 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.

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

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

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

Answer : C

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