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Genesys PureConnect: CIC Core Certification Sample Questions (Q14-Q19):
NEW QUESTION # 14
You have just completed the initial configuration of the CIC server. Currently when you call into your newly configured system, you simply hear a prompt that says "Thank you for calling". You need to configure it to say the company name in that initial prompt.
What utility allows you to change the initial prompt?
- A. Interaction Attendant
- B. Interaction Administrator
- C. Interaction Center Business Manager
- D. System Manager
Answer: A
NEW 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?
- A. Group Ring
- B. ACD
- C. Sequential
- D. Custom
- E. Round-robin
Answer: B
NEW QUESTION # 16
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. User
- C. Workgroups
- D. Skills
Answer: A
NEW QUESTION # 17 
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. New Year's Day schedule
- B. Work Week schedule
- C. Month End schedule
- D. Default Schedule
- E. After Hours schedule
Answer: D
NEW QUESTION # 18
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 Dial Plan in the Phone Number configuration.
- B. Under Access Control on the Security tab for the Default User.
- C. Under Security Rights on the Security tab for the Default User.
- D. Under Administrator Access on the Security tab for the Default User.
- E. Under Manage Classifications in the Phone Number configuration.
Answer: B
NEW QUESTION # 19
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