PC-CIC-Core Dumps 2024 - New Genesys PC-CIC-Core Exam Questions
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Genesys PC-CIC-Core certification exam is recognized globally as a mark of excellence in PureConnect CIC Core. Professionals who pass the exam demonstrate their ability to deliver exceptional customer experiences using the platform. PureConnect: CIC Core Certification certification is highly valued by employers and is an excellent way for professionals to advance their careers. PureConnect: CIC Core Certification certification also provides access to a global community of PureConnect experts, who can offer support and guidance on complex issues.
NEW QUESTION # 29
You are an IC administrator for a large international company based in Indianapolis, IN. Matt, a manager who lives and works in Minneapolis is having issues with his Interaction Client configuration. He says the company directory has disappeared.
What is the best way to help Matt get his Interaction Client configured correctly?
- A. Find out which workgroups Matt is a member of and verify the client configuration for those workgroups.
- B. Take a trip to Minneapolis and configure Matt's Interaction Client.
- C. Select Matt's user object in Interaction Administrator. Then select the Client Configuration tab and click on the Configure button.
- D. Create a new Client Configuration template specifically for Matt and assign it to him.
Answer: C
NEW QUESTION # 30
You are the supervisor of a contact center that uses chat, email, and phone calls to communicate with your customers. You want to improve the time required for the initial introductory chat and other common chat topics.
What would you do to improve your agents' efficiency when working with chat messages?
- A. Create text messages and send them to each agent so they can copy and paste them when needed.
- B. Use Response Management libraries to create an initial chat welcome message and other chat messages and links for common questions.
- C. Have each agent copy and paste their initial chat message into a text file so they can access it again later.
- D. Store a pre-created message as a whisper tone, for chats, that will be sent automatically to anyone communicating via chat.
Answer: B
NEW QUESTION # 31
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?
- A. Set an alert in the Workgroups container under the ACD lab in Interaction Administrator.
- B. Check the Talk Time Alert checkbox on the ACD tab for the appropriate workgroup and set the interval parameter to 5 minutes.
- C. Create a Talk Time Alert in the Interaction Administrator Alerts Container.
- D. Create an alert in interaction Supervisor on "Longest Talk Time".
Answer: D
NEW QUESTION # 32
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?
- A. Custom
- B. Round-robin
- C. Sequential
- D. ACD
- E. Group Ring
Answer: D
NEW QUESTION # 33
What application enables the IC system administrator to configure virtually every aspect of the Interaction Center on an ongoing basis?
- A. Interaction Attendant
- B. Interaction Administrator
- C. Interaction Designer
- D. Setup Assistant
Answer: B
NEW QUESTION # 34
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.
- A. Interaction Center Business Manager
- B. Interaction Attendant
- C. Interaction Reporter
- D. Interaction Administrator
Answer: A
NEW QUESTION # 35
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?
- A. Create 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.
- B. Create a Role and add the supervisor to that Role. In the Role container select the Security tab and select Master Administrator.
- C. Create 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].
- D. Create 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
NEW QUESTION # 36
You are performing an IC server implementation. You would like all users to be able to answer calls, place calls on hold and disconnect calls.
What object allows you to configure these settings in the most efficient manner?
- A. Default User
- B. Default Workgroup
- C. Default Station
- D. Default Role
Answer: A
NEW QUESTION # 37
You are configuring the Default User for your company and want to assign Emergency and Local phone number classifications for everyone.
Where would you make this assignment?
- A. Under Administrator Access on the Security tab for the Default User.
- B. Under Security Rights on the Security tab for the Default User.
- C. Under Access Control on the Security tab for the Default User.
- D. Under Manage Classifications in the Phone Number configuration.
- E. Under Dial Plan in the Phone Number configuration.
Answer: C
NEW QUESTION # 38
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?
- A. Wrap-up Codes
- B. Workgroups
- C. User
- D. Skills
Answer: A
NEW QUESTION # 39
What must an Administrator configure in order to allow a user to take advantage of CIC Unified Messaging features?
- A. Give the user Send As permissions on the Exchange server
- B. Assign the user account a mailbox
- C. Run an instance of the messaging Client on the IC server under that user's profile
- D. Assign the user account a default workstation
Answer: A
NEW QUESTION # 40
Barb belongs to two workgroups, international Travel Services and Domestic Travel Services. International Travel Services workgroup has rights to call International and Long Distance, Domestic Travel Services workgroup has rights to call Long Distance. The Default User has rights to call Intercom, Emergency, and Local. Barb is currently activated as an agent in the Domestic Travel Services.
What types of phone calls can she make?
- A. Intercom, Emergency, Local, and Long Distance
- B. Intercom, Emergency, Local, Long Distance, and International
- C. Intercom, Emergency, and Local
- D. Long Distance
Answer: A
NEW QUESTION # 41
You are configuring an email schedule in Interaction Attendant.
How do you configure the system so that Interaction Attendant is monitoring the correct mailboxes?
- A. Enter the mailbox addresses in the Mailboxes to Monitor text box in the E-mail Profile in Interaction Attendant.
- B. Select the mailbox in the Default Schedule for the selected E-mail Profile.
- C. Select the mailbox from the drop-down that lists all the system mailboxes in Interaction Attendant.
- D. Configure the monitored mailboxes in Interaction Administrator and select them in the E-mail Profile in Interaction Attendant.
Answer: D
NEW QUESTION # 42
When new users are added to your IC system, they receive an initial password of 1234. Since this isn't their network login, you don't require that they change their password when they first log in. Recently, a disgruntled former employee, John Doe, was caught making long distance calls through the IC system. You checked to ensure that John's user account was deleted. Upon further investigation, you find that John accessed the system using a current user's extension and password that had not been changed from 1234.
What three things can you do to prevent this from happening in the future? (Choose three.)
- A. Require that passwords be at least 4 digits long.
- B. Disconnect the remote access cable.
- C. Randomly generate initial passwords for new users
- D. Implement a more secure Password Policy which requires a minimum of 8 digits and meets other security need of the company.
- E. Force new users to change their password the first time they log in
Answer: C,D,E
NEW QUESTION # 43
What port should be configured for managed IP phone registration when using DHCP option 160?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
NEW QUESTION # 44
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?
- A. Create a Marketing object in the Department container of Interaction Administrator. Add all members of the Marketing department to the container.
- B. Create a "Marketing" workgroup. Do not assign an extension or queue. Add all members of the Marketing department to the marketing workgroup.
- C. 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.
- D. 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.
Answer: A
NEW QUESTION # 45
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?
- A. Queue transfer
- B. Queue audio
- C. Queue repeat
- D. Queue menu
Answer: D
NEW QUESTION # 46
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?
- A. All rights to Access Control
- B. All rights to Interaction Administrator.
- C. All rights to the CIC system.
- D. All rights to settings on the Security Rights page.
Answer: A
NEW QUESTION # 47
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?
- A. 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.
- B. 1) Transport a phone to a specific user. 2) Configure the phone using the phone menu.
- C. 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.
- D. 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).
Answer: C
NEW QUESTION # 48
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?
- A. Queue audio
- B. Queue parameters
- C. Queue repeat
- D. Queue menu
Answer: A
NEW QUESTION # 49
You just took a new position at your company. Your boss has asked your advice on the best way to update the firmware on 324 non-managed Polycom IP phones, noting that he thinks that this process should be more efficient in the future.
What is the correct response?
- A. Use the Stations Assistant to update the firmware on the phones.
- B. Continue to update the phones manually. This is the most efficient process for completing this task.
- C. There is no way to update the firmware on IP phones.
- D. Migrate the stations to Managed IP Phones using the Managed IP Phones Assistant.
Answer: A
NEW QUESTION # 50
You have a group of remote agents who all require the same set of user permissions within IC.
In the image below, what is the recommended container for configuring user rights for the remote agents.
- A. Groups
- B. Default User
- C. Users
- D. Workgroups
- E. User
- F. Skills
- G. Lines
- H. Schedules
- I. Roles
- J. System Parameters
Answer: B
NEW QUESTION # 51
Agents in your contact center are complaining that they do not have time to complete their after call work before a new call arrives.
How can you use CIC features to address this problem?
- A. Assign a wrap-up code to the agents. Have them select the Wrap-up code that will put them in an unavailable status.
- B. CIC does not have built-in features to address this problem. You must use interaction Designer and write a custom Handler
- C. CIC does not have a feature to address this problem. You must train the agents to change their status to Do Not Disturb when they finish a phone call. When they finish the after call work, have them change their status back to Available.
- D. Assign a wrap-up status to the workgroups in Interaction Administrator. Assign an appropriate amount of time for the agents to complete their after call work.
Answer: D
NEW QUESTION # 52
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?
- A. Select the "secure passwords" option from the Access Control menu.
- B. Send an email outlining the company policy, directing users to follow the policy.
- C. Using Interaction Administrator, configure the Default Policy to match the company policy for secure IC passwords.
- D. Make sure that there is a password policy for all network accounts that follows the company policy.
Answer: D
NEW QUESTION # 53
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