Genesys PC-CIC-Core Exam Questions Instant Access

Question 1

You have an item starting work today. The internship involves assisting in the administration of the Interaction Center system. You want to ensure that the intern will have the resources to be productive and troubleshoot items even when you are not immediately available, it is important that the intern is aware of how to use the Interaction Administrator online help.

Select three ways that the intern can access Interaction Administrator help. (Choose three.)

AUse the Help menu in the Interaction Administrator interface

BPress F1 from any one of the property pages in Interaction Administrator.

CUse the link from Start>Programs>Interactive Intelligence

DSelect the help manual on the product pages of the Interactive Intelligence website.

EFrom the Interaction Client, select Help>interaction Administrator.

Answer : A, B, C

Question 2

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 3

As the IC administrator for your company, you have created templates for contact center agents, operators, and business users. You have assigned the client configuration templates in the appropriate places. The contact center supervisors belong to multiple roles and have multiple client configuration templates assigned to them based on those roles.

How will the client configuration templates be assigned?

AThe client configuration settings from all inherited client configuration templates will be merged to determine what the supervisors' interaction Clients look like.

BThe client configuration template that is used for the supervisors will be determined by the position of the templates in the client configuration properties.

CThe system will use the default client configuration for the supervisors.

DThe supervisors will not be assigned any client configuration template if they invent more than one.

Answer : B

Question 4

What is a View in Interaction Center Business Manager?

AViews are the windows that provide data, such as agent and workgroup statistics, historical reporting data, and system information.

BViews provide a way to manipulate the configuration of agents and workgroups.

CViews contain the system and custom workspaces.

DViews are only used to set alerts within Interaction Center Business Manager.

Answer : A

Question 5

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

Question 6

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 7

What security property page would you choose to configure custom Client Button display, permit specific phone number Classifications, and select Queue Views accessible through Interaction Supervisor?

AAdministrator Access

BAccess Control

CSecurity Rights

DMaster Administrator

Answer : B

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