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The Genesys PC-CIC-Core certification exam is an essential certification for professionals seeking to distinguish themselves as experts in PureConnect CIC Core. PureConnect is an all-in-one customer engagement platform that offers businesses the ability to seamlessly manage interactions with customers through multiple channels. This exam is designed to test the knowledge and skills of professionals in using PureConnect CIC Core to deliver exceptional customer experiences.
NEW 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?
- A. Configure the monitored mailboxes in Interaction Administrator and select them in the E-mail Profile in Interaction Attendant.
- B. Enter the mailbox addresses in the Mailboxes to Monitor text box in the E-mail Profile in Interaction Attendant.
- C. Select the mailbox in the Default Schedule for the selected E-mail Profile.
- D. Select the mailbox from the drop-down that lists all the system mailboxes in Interaction Attendant.
Answer: A
NEW QUESTION # 31
You are configuring an email schedule in Interaction Attendant. You want to send a reply when an email is received so that the sender knows that they should expect a response within 24 hours.
What operation would you use to provide this functionality?
- A. Build Reply
- B. Email Callback
- C. Set Routing Options
- D. Email Transfer
Answer: A
NEW QUESTION # 32
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. Skills
- B. User
- C. Wrap-up Codes
- D. Workgroups
Answer: C
NEW QUESTION # 33
What queue type requires handler customization to configure and finalize ACD processing?
- A. Group Ring
- B. Custom
- C. Functional Workgroup
- D. Logical Workgroup
Answer: B
NEW QUESTION # 34
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. Master Administrator
- B. Security Rights
- C. Access Control
- D. Administrator Access
Answer: C
NEW QUESTION # 35
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, Long Distance, and International
- B. Long Distance
- C. Intercom, Emergency, and Local
- D. Intercom, Emergency, Local, and Long Distance
Answer: D
NEW QUESTION # 36
Select the three primary groups that are used to organize Interaction Center configuration data in Interaction Administrator. (Choose three.)
- A. People
- B. System
- C. Sites
- D. Server
- E. Interaction Processor
Answer: A,B,D
NEW QUESTION # 37
What application enables the IC system administrator to configure virtually every aspect of the Interaction Center on an ongoing basis?
- A. Interaction Designer
- B. Interaction Administrator
- C. Interaction Attendant
- D. Setup Assistant
Answer: B
NEW QUESTION # 38
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 Master Administrator.
- B. 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].
- 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 the role access to only the three requested workgroups.
- 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: C
NEW QUESTION # 39
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. Migrate the stations to Managed IP Phones using the Managed IP Phones Assistant.
- 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. Use the Stations Assistant to update the firmware on the phones.
Answer: D
NEW QUESTION # 40
Match the Interaction Attendant element with the best description.
Answer:
Explanation:
NEW QUESTION # 41 
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. Month End schedule
- B. Default Schedule
- C. New Year's Day schedule
- D. Work Week schedule
- E. After Hours schedule
Answer: B
NEW QUESTION # 42
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 parameters
- B. Queue audio
- C. Queue repeat
- D. Queue menu
Answer: B
NEW QUESTION # 43
What statement is true regarding this user?
- A. The user will not be active until the default workstation is defined.
- B. The user cannot receive emails because his default workstation is not defined.
- C. The user must enter his IC password to log on to the interaction Client because his default workstation is not defined.
- D. If this user is not logged in, he will not receive calls at his workstation because his default workstation is not defined.
Answer: B
NEW QUESTION # 44
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. Force new users to change their password the first time they log in
- B. Randomly generate initial passwords for new users
- C. Implement a more secure Password Policy which requires a minimum of 8 digits and meets other security need of the company.
- D. Require that passwords be at least 4 digits long.
- E. Disconnect the remote access cable.
Answer: A,B,C
NEW QUESTION # 45
What three options may be used by Interaction Attendant to select a profile for inbound call routing? (Choose three.)
- A. DNIS
- B. Line
- C. Priority
- D. Date
- E. ANI
- F. Time
Answer: A,B,E
NEW QUESTION # 46
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.
Answer: D
NEW QUESTION # 47
You have configured your default profile and default schedule to have the functionality that you wish callers to hear when they dial in during regular business hours. Now you want to assign your main number to the default profile.
How would you assign the main number to the default profile?
- A. Check "Use this profile to process incoming calls with any of the following DNIS values", then enter the number into the text box.
- B. Check "Use this profile to process incoming calls with any of the following ANI values", then enter the number into the text box.
- C. You can't assign a number to the default profile. You must create a custom profile and assign the main number to that.
- D. Assign the main number in the Incoming Call Selection area of the Default Profile property window.
Answer: C
NEW QUESTION # 48
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. Skills
- B. Schedules
- C. User
- D. System Parameters
- E. Default User
- F. Roles
- G. Users
- H. Groups
- I. Lines
- J. Workgroups
Answer: E
NEW QUESTION # 49
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?
- A. Group Ring
- B. ACD
- C. Custom
- D. Round-robin
- E. Sequential
Answer: E
NEW QUESTION # 50
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:
- A. Your telephone rings.
- B. The Interaction .NET Client receives focus.
- C. A Call Information window appears.
- D. You receive a text message.
- E. Your computer plays a .wav file through the speakers.
Answer: B
NEW QUESTION # 51
What security property page would you choose to configure access to interaction Client features, such as, record, listen, pick-up, and hold?
- A. Security Rights
- B. Master Administrator
- C. Access Control
- D. Administrator Access
Answer: A
NEW QUESTION # 52
You need to create IP Managed Phone objects for 300 Polycom phones that are the same model. They all need the same basic default settings in Interaction Administrator.
What component, in Interaction Administrator, is designed to help you to configure these phone object settings easily, and efficiently when you are importing them into the system?
- A. The User Phone Assistant
- B. The Station's Assistant
- C. Station templates
- D. Managed IP Phone templates
Answer: D
NEW QUESTION # 53
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 Workgroup
- B. Default Station
- C. Default User
- D. Default Role
Answer: C
NEW QUESTION # 54
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