New (2023) Download free PC-CIC-Core PDF for Genesys Practice Tests [Q12-Q35]

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New (2023) Download free PC-CIC-Core PDF for Genesys Practice Tests

100% Free PC-CIC-Core Files For passing the exam Quickly

The PC-CIC-Core certification exam is an excellent way for call center professionals to demonstrate their expertise and commitment to the field. PureConnect: CIC Core Certification certification is highly regarded by employers and can lead to more job opportunities and higher salaries. By passing the certification exam, candidates can prove to potential employers that they have the skills and knowledge necessary to manage a call center effectively.

The Genesys PC-CIC-Core exam is broken down into multiple sections, each of which covers a specific area of the PureConnect platform. These sections include topics such as system configuration, call routing, reporting, and more. Each section is designed to test the candidate’s knowledge and understanding of the specific topic, as well as their ability to apply that knowledge in real-world scenarios.

NEW QUESTION 12
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?

Create an alert in interaction Supervisor on “Longest Talk Time”.

Create a Talk Time Alert in the Interaction Administrator Alerts Container.

Check the Talk Time Alert checkbox on the ACD tab for the appropriate workgroup and set the interval parameter to 5 minutes.

Set an alert in the Workgroups container under the ACD lab in Interaction Administrator.

NEW QUESTION 13
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?

Queue menu

Queue audio

Queue transfer

Queue repeat

NEW QUESTION 14
What security property page would you choose to configure access to interaction Client features, such as, record, listen, pick-up, and hold?

Administrator Access

Access Control

Security Rights

Master Administrator

NEW QUESTION 15
What three options may be used by Interaction Attendant to select a profile for inbound call routing? (Choose three.)

Date

Time

Line

DNIS

ANI

Priority

NEW QUESTION 16
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?

Use Response Management libraries to create an initial chat welcome message and other chat messages and links for common questions.

Create text messages and send them to each agent so they can copy and paste them when needed.

Store a pre-created message as a whisper tone, for chats, that will be sent automatically to anyone communicating via chat.

Have each agent copy and paste their initial chat message into a text file so they can access it again later.

NEW QUESTION 17
What statement is true regarding this user?

If this user is not logged in, he will not receive calls at his workstation because his default workstation is not defined.

The user cannot receive emails because his default workstation is not defined.

The user must enter his IC password to log on to the interaction Client because his default workstation is not defined.

The user will not be active until the default workstation is defined.

NEW QUESTION 18
You have configured your default profile and default schedule to have the functionality that you wish callers to have when they dial in during regular business hours. Now you want to assign your business hours to the default schedule so that it will only be used from 8 AM to 8 PM.
How would you assign the business hours to the default schedule?

You can’t assign a time to the default schedule. You must create a custom schedule and assign the time to that.

Select the Daily schedule tab and configure the hours there.

Select the Weekday schedule tab and configure the hours there.

Create the schedule in Interaction Administrator and use the System schedule page to use the schedule.

NEW QUESTION 19
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?

Intercom, Emergency, Local, Long Distance, and International

Intercom, Emergency, Local, and Long Distance

Intercom, Emergency, and Local

Long Distance

NEW QUESTION 20
The Sales Manager and Accounts Manager roles must allow all members to dial internationally.
How would you configure the IC system to allow international dialing for users in these two roles?

Determine the list of users for each role and then grant them international dialing privileges by opening each user account and selecting International from the Phone Classifications on the Admin Access dialog box.

All Interaction Center users can dial all phone classifications by default, so they already have this privilege.

From each Roles’ property dialog box, select Security, Access Control and then Phone number Classifications, then select International.

From the Interaction Client, each user should right-click on the “Make Call” button and select international from the list of phone classifications.

NEW QUESTION 21
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?

System Manager

Event Viewer

Interaction Administrator

IC Business Manager

NEW QUESTION 22
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?

The User Phone Assistant

Station templates

Managed IP Phone templates

The Station’s Assistant

NEW QUESTION 23
What queue type requires handler customization to configure and finalize ACD processing?

Custom

Logical Workgroup

Group Ring

Functional Workgroup

NEW QUESTION 24
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.)

Randomly generate initial passwords for new users

Force new users to change their password the first time they log in

Implement a more secure Password Policy which requires a minimum of 8 digits and meets other security need of the company.

Disconnect the remote access cable.

Require that passwords be at least 4 digits long.

NEW QUESTION 25
You have been designated as a workgroup supervisor for international Travel Services workgroup. You have just received an assistance request from one of your agents who is having difficulty with a caller.
What two options are available to disposition the request? (Choose two.)

Response to the request to chat with the agent.

Ignore the request.

You must call or walk over to the agent to provide assistance.

Forward the request to another supervisor or agent.

NEW QUESTION 26
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?

All rights to the CIC system.

All rights to Interaction Administrator.

All rights to Access Control

All rights to settings on the Security Rights page.

NEW QUESTION 27
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?

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.

Assign a wrap-up code to the agents. Have them select the Wrap-up code that will put them in an unavailable status.

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.

CIC does not have built-in features to address this problem. You must use interaction Designer and write a custom Handler

NEW QUESTION 28
What application enables the IC system administrator to configure virtually every aspect of the Interaction Center on an ongoing basis?

Interaction Attendant

Interaction Administrator

Interaction Designer

Setup Assistant

NEW QUESTION 29
You need to import a list of phones into the Managed IP Phones container.
What two prerequisites are required in order to be able to successfully use the import option in the Managed IP Phone Assistant? (Choose two.)

Use an existing .CSV file that you have available.

Create a spreadsheet with a list of the phones with a field for SIP phone name, template, extension and address information and specify the correct template name.

Create a managed IP phone template for the correct phone model.

Create a .CSV file in the correct format with a field for SIP phone name, template, extension and address information and specify the correct template name.

NEW QUESTION 30

Given no additional configuration settings, what statement is true regarding this workgroup?

This is a logical workgroup.

Calls that are routed to this workgroup will always ring the first available person listed in the Workgroup Members list.

Calls that are routed to this workgroup will ring the agent who has been in an available status the longest.

This workgroup is not functional because no extension is assigned.

NEW QUESTION 31
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?

The client configuration settings from all inherited client configuration templates will be merged to determine what the supervisors’ interaction Clients look like.

The client configuration template that is used for the supervisors will be determined by the position of the templates in the client configuration properties.

The system will use the default client configuration for the supervisors.

The supervisors will not be assigned any client configuration template if they invent more than one.

NEW QUESTION 32
Where must you create new stations for them to be eligible for auto-provisioning?

INN IP phone configuration utility

INN TFTP Server

Managed IP Phones container

Stations container

NEW QUESTION 33
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?

Send an email outlining the company policy, directing users to follow the policy.

Make sure that there is a password policy for all network accounts that follows the company policy.

Using Interaction Administrator, configure the Default Policy to match the company policy for secure IC passwords.

Select the “secure passwords” option from the Access Control menu.

NEW QUESTION 34
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?

Manually create each phone in the Managed IP Phones container.

Use the Managed IP Phone Assistant to import a .csv list of the 35 IP phones to be created.

Manually create all of the phones in the Stations container.

Use the import wizard in the Stations container to import the phones from a .csv list.

NEW QUESTION 35
What must an Administrator configure in order to allow a user to take advantage of CIC Unified Messaging features?

Give the user Send As permissions on the Exchange server

Run an instance of the messaging Client on the IC server under that user’s profile

Assign the user account a default workstation

Assign the user account a mailbox

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