Genesys PC-CIC-Core Exam Practice Test Instant Access

Question 1

Your contact center supervisor would like to be automatically alerted when agents have been on calls for more than 5 minutes.

How can you configure CIC to automatically notify the supervisor when this happens?

ACreate an alert in interaction Supervisor on 'Longest Talk Time'.

BCreate a Talk Time Alert in the Interaction Administrator Alerts Container.

CCheck the Talk Time Alert checkbox on the ACD tab for the appropriate workgroup and set the interval parameter to 5 minutes.

DSet an alert in the Workgroups container under the ACD lab in Interaction Administrator.

Answer : A

Question 2

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 3

What application can you use to build custom workspaces to monitor various aspects of the CIC system and the contact center activity? This application works with other add-on applications, such as Interaction Recorder and Interaction Optimizer.

AInteraction Center Business Manager

BInteraction Reporter

CInteraction Attendant

DInteraction Administrator

Answer : A

Question 4

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 5

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 6

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 7

Where must you create new stations for them to be eligible for auto-provisioning?

AIN\N IP phone configuration utility

BIN\N TFTP Server

CManaged IP Phones container

DStations container

Answer : C

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