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Genesys PureConnect: CIC Core Certification Sample Questions:

1. 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?

A) Administrator Access
B) Master Administrator
C) Access Control
D) Security Rights

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

3. If an administrator has configured ACD utilization for 'Chats' with the following criteria, what will the resulting behavior be?

A) This is a misconfiguration of ACD calculations, and would result in no chats being distributed.
B) An agent could receive up to 3 chats at once.
C) The system does not allow more than 1 chat to be delivered at a time, so the limit would be 1.
D) An agent could receive up to 2 chats at once.

4.
There are no other schedules in place. A call comes in to the system at 5:45 PM on Thursday, June 30.
What schedule will be selected to process this call?

A) Default Schedule
B) New Year's Day schedule
C) Month End schedule
D) After Hours schedule
E) Work Week schedule

5. 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) Group Ring
B) ACD
C) Custom
D) Round-robin
E) Sequential

Solutions:

Question # 1 Answer: C

Question # 2 Answer: B

Question # 3 Answer: D

Question # 4 Answer: A

Question # 5 Answer: B