Genesys PC-CIC-Core Exam Practice Test Instant Access

Question 1

The manager of the Marketing department wants a tab available, in the CIC client applications, that displays all of the members of the Marketing department. However, she does not need any kind of call routing for the department.

How do you configure this?

ACreate a 'Marketing' workgroup. Do not assign an extension or queue. Add all members of the Marketing department to the marketing workgroup.

BCreate a Workgroup called 'Marketing'. Add all members of the Marketing department to the Marketing workgroup. Assign the appropriate extension to that workgroup and ensure that it is assigned an ACD queue type.

CCreate a Role for the Marketing department and assign the appropriate extension to that role. Add all members of the Marketing department to the Marketing role.

DCreate a Marketing object in the Department container of Interaction Administrator. Add all members of the Marketing department to the container.

Answer : D

Question 2

You are coaching a new IC System Administrator regarding the IC functions and ways to ensure that the system is performing optimally. The new administrator asks if the system has a way to automatically notify someone if any system metrics dip below a certain threshold, reach a certain threshold, or rise above a certain threshold.

What CIC utility can be configured to send these automatic notifications?

ASystem Manager

BEvent Viewer

CInteraction Administrator

DIC Business Manager

Answer : D

Question 3

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 4

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?

AManually create each phone in the Managed IP Phones container.

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

CManually create all of the phones in the Stations container.

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

Answer : B

Question 5

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 6

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 7

When inbound callers select the Billing department from the automated attendant menu and are placed in a queue until an agent becomes available, you want them to hear their position in queue and the estimated wait time.

What operation would you use to configure this functionality?

AQueue menu

BQueue audio

CQueue parameters

DQueue repeat

Answer : B

Genesys PureConnect: CIC Core Certification Exam Practice Test