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NEW QUESTION # 31
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. Skills
- C. Workgroups
- D. User
Answer: A
NEW QUESTION # 32
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. The system does not allow more than 1 chat to be delivered at a time, so the limit would be 1.
- C. An agent could receive up to 2 chats at once.
- D. An agent could receive up to 3 chats at once.
Answer: C
NEW QUESTION # 33
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. Store a pre-created message as a whisper tone, for chats, that will be sent automatically to anyone communicating via chat.
- B. Create text messages and send them to each agent so they can copy and paste them when needed.
- C. Have each agent copy and paste their initial chat message into a text file so they can access it again later.
- D. Use Response Management libraries to create an initial chat welcome message and other chat messages and links for common questions.
Answer: D
NEW QUESTION # 34
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. Make sure that there is a password policy for all network accounts that follows the company policy.
- C. Send an email outlining the company policy, directing users to follow the policy.
- D. Using Interaction Administrator, configure the Default Policy to match the company policy for secure IC passwords.
Answer: B
NEW QUESTION # 35
When creating non-managed stations, what must be created so that port 5060 is used for the receive port?
- A. Registration group
- B. Registration or contact line
- C. Default station setting
- D. Dial group
Answer: B
NEW QUESTION # 36
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. Sequential
- C. ACD
- D. Group Ring
- E. Round-robin
Answer: C
NEW QUESTION # 37
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 Station's Assistant
- B. Managed IP Phone templates
- C. The User Phone Assistant
- D. Station templates
Answer: B
NEW QUESTION # 38
As the IC administrator for your company, you have created templates for contact center agents, operators, and business users. You have assigned the client configuration templates in the appropriate places. The contact center supervisors belong to multiple roles and have multiple client configuration templates assigned to them based on those roles.
How will the client configuration templates be assigned?
- A. The client configuration template that is used for the supervisors will be determined by the position of the templates in the client configuration properties.
- B. The client configuration settings from all inherited client configuration templates will be merged to determine what the supervisors' interaction Clients look like.
- C. The system will use the default client configuration for the supervisors.
- D. The supervisors will not be assigned any client configuration template if they invent more than one.
Answer: A
NEW QUESTION # 39
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 Access Control. 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 Administrator Access. Then grant the role access to only the three requested workgroups.
Answer: D
NEW QUESTION # 40
What statement is true regarding this user?
- A. The user will not be active until the default workstation is defined.
- B. If this user is not logged in, he will not receive calls at his workstation 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. The user cannot receive emails because his default workstation is not defined.
Answer: D
NEW QUESTION # 41
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" workgroup. Do not assign an extension or queue. Add all members of the Marketing department to the marketing workgroup.
- B. 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.
- C. 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.
- D. Create a Marketing object in the Department container of Interaction Administrator. Add all members of the Marketing department to the container.
Answer: D
NEW QUESTION # 42
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 Administrator
- B. System Manager
- C. Interaction Center Business Manager
- D. Interaction Attendant
Answer: D
NEW QUESTION # 43
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 menu
- D. Queue repeat
Answer: C
NEW QUESTION # 44
Where must you create new stations for them to be eligible for auto-provisioning?
- A. IN\N TFTP Server
- B. IN\N IP phone configuration utility
- C. Stations container
- D. Managed IP Phones container
Answer: D
NEW QUESTION # 45
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. Implement a more secure Password Policy which requires a minimum of 8 digits and meets other security need of the company.
- B. Require that passwords be at least 4 digits long.
- C. Force new users to change their password the first time they log in
- D. Disconnect the remote access cable.
- E. Randomly generate initial passwords for new users
Answer: A,C,E
NEW QUESTION # 46
Match the Interaction Attendant element with the best description.
Answer:
Explanation:
NEW QUESTION # 47
What must an Administrator configure in order to allow a user to take advantage of CIC Unified Messaging features?
- A. Assign the user account a mailbox
- B. Assign the user account a default workstation
- C. Run an instance of the messaging Client on the IC server under that user's profile
- D. Give the user Send As permissions on the Exchange server
Answer: D
NEW QUESTION # 48
What three options may be used by Interaction Attendant to select a profile for inbound call routing? (Choose three.)
- A. DNIS
- B. Time
- C. ANI
- D. Date
- E. Priority
- F. Line
Answer: A,C,F
NEW QUESTION # 49
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?
- A. Interaction Administrator
- B. Event Viewer
- C. IC Business Manager
- D. System Manager
Answer: C
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 computer plays a .wav file through the speakers.
- B. The Interaction .NET Client receives focus.
- C. A Call Information window appears.
- D. Your telephone rings.
- E. You receive a text message.
Answer: B
NEW QUESTION # 51
Your company has just acquired another company and you are responsible for setting up and configuring the users and stations. There are 35 users and Polycom IP phones that require setup and configuration.
What Interaction Administrator tool is designed for quickly creating the managed IP stations?
- A. Use the Managed IP Phone Assistant to import a .csv list of the 35 IP phones to be created.
- B. Use the import wizard in the Stations container to import the phones from a .csv list.
- C. Manually create all of the phones in the Stations container.
- D. Manually create each phone in the Managed IP Phones container.
Answer: A
NEW QUESTION # 52
What element CANNOT be calculated for intelligent distribution of interactions when using the ACD queue type for a workgroup?
- A. Interaction's time in queue
- B. Skill proficiency
- C. Skill desire to use
- D. Cost
Answer: C
NEW QUESTION # 53
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