Genesys PC-CIC-Core Practice Exam - 62 Unique Questions [Q11-Q32]

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Genesys PC-CIC-Core Practice Exam – 62 Unique Questions

Latest Questions PC-CIC-Core Guide to Prepare Free Practice Tests

Genesys PC-CIC-Core certification exam is a comprehensive exam that covers a wide range of topics related to the implementation and use of CIC solutions. PC-CIC-Core exam consists of multiple choice questions designed to test the candidate’s knowledge of CIC installation, configuration, administration, and troubleshooting. PC-CIC-Core exam is designed to be challenging and requires candidates to have a deep understanding of the various features and functions of CIC solutions.

Genesys PC-CIC-Core (PureConnect: CIC Core Certification) Certification Exam is a valuable certification program for professionals in the customer service and contact center industry. PureConnect: CIC Core Certification certification provides a comprehensive learning experience that ensures participants are equipped with the necessary skills to excel in their roles and provide exceptional customer service. It is designed to validate the expertise of professionals in implementing and managing the Genesys PureConnect platform and is ideal for individuals who are looking to enhance their career prospects in the industry.

QUESTION 11
What application enables the IC system administrator to configure virtually every aspect of the Interaction Center on an ongoing basis?

Interaction Attendant

Interaction Administrator

Interaction Designer

Setup Assistant

QUESTION 12
Your manager is concerned about the security of the IC system. He overheard several agents talking who said that they use their birthdate for their password and they use them over and over again. The company has a published policy for IC passwords explicitly stating this is unacceptable.
How can you ensure that all users are following a company policy for secure IC passwords?

Send an email outlining the company policy, directing users to follow the policy.

Make sure that there is a password policy for all network accounts that follows the company policy.

Using Interaction Administrator, configure the Default Policy to match the company policy for secure IC passwords.

Select the “secure passwords” option from the Access Control menu.

QUESTION 13
What component within the Interaction Client or Interaction Desktop allows you to manage any selected interaction?

Call control toolbar

My Status field

Directory control toolbar

Menu bar

QUESTION 14
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?

Create a “Marketing” workgroup. Do not assign an extension or queue. Add all members of the Marketing department to the marketing workgroup.

Create 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.

Create 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.

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

QUESTION 15
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?

Sequential

Round-robin

Custom

ACD

Group Ring

QUESTION 16
What queue type requires handler customization to configure and finalize ACD processing?

Custom

Logical Workgroup

Group Ring

Functional Workgroup

QUESTION 17
What security property page would you choose to configure access to interaction Client features, such as, record, listen, pick-up, and hold?

Administrator Access

Access Control

Security Rights

Master Administrator

QUESTION 18
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?

Sequential

Round-robin

Custom

ACD

Group Ring

QUESTION 19
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?

User

Workgroups

Wrap-up Codes

Skills

QUESTION 20
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:

Your telephone rings.

You receive a text message.

Your computer plays a .wav file through the speakers.

The Interaction .NET Client receives focus.

A Call Information window appears.

QUESTION 21
What port should be configured for managed IP phone registration when using DHCP option 160?

8089

8060

8061

8088

QUESTION 22
Your company has just hired Bruce Scott as a new system administrator. When you created Bruce’s user object, you checked the Master Administrator checkbox.

What rights will Bruce receive as a result?

All rights to the CIC system.

All rights to Interaction Administrator.

All rights to Access Control

All rights to settings on the Security Rights page.

QUESTION 23
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?

Determine 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.

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

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

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

QUESTION 24
You need to import a list of phones into the Managed IP Phones container.
What two prerequisites are required in order to be able to successfully use the import option in the Managed IP Phone Assistant? (Choose two.)

Use an existing .CSV file that you have available.

Create a spreadsheet with a list of the phones with a field for SIP phone name, template, extension and address information and specify the correct template name.

Create a managed IP phone template for the correct phone model.

Create a .CSV file in the correct format with a field for SIP phone name, template, extension and address information and specify the correct template name.

QUESTION 25
Why are user objects necessary in an Interaction Center system? (Choose three.)

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

Interaction Center user objects can provide security settings.

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

Interaction Center user objects provide access to network resources.

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

QUESTION 26
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?

Create an alert in interaction Supervisor on “Longest Talk Time”.

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

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

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

QUESTION 27
What three options may be used by Interaction Attendant to select a profile for inbound call routing? (Choose three.)

Date

Time

Line

DNIS

ANI

Priority

QUESTION 28
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?

System Manager

Event Viewer

Interaction Administrator

IC Business Manager

QUESTION 29
Where must you create new stations for them to be eligible for auto-provisioning?

INN IP phone configuration utility

INN TFTP Server

Managed IP Phones container

Stations container

QUESTION 30
You are configuring an email schedule in Interaction Attendant.
How do you configure the system so that Interaction Attendant is monitoring the correct mailboxes?

Configure the monitored mailboxes in Interaction Administrator and select them in the E-mail Profile in Interaction Attendant.

Enter the mailbox addresses in the Mailboxes to Monitor text box in the E-mail Profile in Interaction Attendant.

Select the mailbox from the drop-down that lists all the system mailboxes in Interaction Attendant.

Select the mailbox in the Default Schedule for the selected E-mail Profile.

QUESTION 31
You have a new agent starting work on Monday and have decided to use the Active Assignment method to configure the IP phone.
What is the description of the Active Assignment method?

1) Transport multiple phones to a site and distribute 2) Another administrator (co-worker, partner, or subcontractor) visits each phone and does stations assignment using admin credentials (possibly credentials created for temporary use).

1) Select a phone from inventory. 2) Assign the MAC address of the phone to a Managed IP Phone configuration item. The MAC address is entered either by scanning the box or manually typing it in. 3) Transport the specific phone to the correct user.

1) Transport a phone to a specific user. 2) Configure the phone using the phone menu.

1) Transport a phone to a specific user. 2) The user uses the Provision Menu to assign the phone to the managed IP phone configuration item using user-based provisioning.

QUESTION 32
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?

Administrator Access

Access Control

Security Rights

Master Administrator

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Genesys PC-CIC-Core Practice Exam – 62 Unique Questions [Q11-Q32]

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