Genesys PC-CIC-Core Exam Questions Instant Access

Question 1

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 2

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

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

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

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 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

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

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