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Genesys PureConnect: CIC Core Certification Sample Questions (Q28-Q33):

NEW QUESTION # 28
What statement is true regarding this user?

• A. If this user is not logged in, he will not receive calls at his workstation because his default workstation is not defined.
• B. The user must enter his IC password to log on to the interaction Client because his default workstation is not defined.
• C. The user cannot receive emails because his default workstation is not defined.
• D. The user will not be active until the default workstation is defined.

Answer: C

NEW QUESTION # 29
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 audio
• B. Queue repeat
• C. Queue parameters
• D. Queue menu

Answer: A

NEW QUESTION # 30
Select the three primary groups that are used to organize Interaction Center configuration data in Interaction Administrator. (Choose three.)

• A. People
• B. Sites
• C. Server
• D. Interaction Processor
• E. System

Answer: A,C,E

NEW QUESTION # 31
What component within the Interaction Client or Interaction Desktop allows you to manage any selected interaction?

• A. Directory control toolbar
• B. Menu bar
• C. My Status field
• D. Call control toolbar

Answer: D

NEW QUESTION # 32
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?

• A. 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.
• B. 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.
• C. CIC does not have built-in features to address this problem. You must use interaction Designer and write a custom Handler
• D. Assign a wrap-up code to the agents. Have them select the Wrap-up code that will put them in an unavailable status.

Answer: B

NEW QUESTION # 33
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