最新的PureConnect: Interaction Center Core Engineer認證 PC-CIC-Core考試題庫

問題1

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 Center Business Manager

B. System Manager

C. Interaction Attendant

D. Interaction Administrator

正確答案: C

問題2

You are an IC administrator for a large international company based in Indianapolis, IN. Matt, a manager who lives and works in Minneapolis is having issues with his Interaction Client configuration. He says the company directory has disappeared.
What is the best way to help Matt get his Interaction Client configured correctly?

A. Select Matt's user object in Interaction Administrator. Then select the Client Configuration tab and click on the Configure button.

B. Find out which workgroups Matt is a member of and verify the client configuration for those workgroups.

C. Take a trip to Minneapolis and configure Matt's Interaction Client.

D. Create a new Client Configuration template specifically for Matt and assign it to him.

正確答案: A

問題3

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. 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.

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

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

D. 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.

正確答案: A

問題4

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. System Manager

B. Event Viewer

C. IC Business Manager

D. Interaction Administrator

正確答案: C

問題5

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

B. Select the "secure passwords" option from the Access Control menu.

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

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

正確答案: D

問題6

You want to configure your automated attendant so that when a caller wants to speak directly to a sales representative in the Sales workgroup, they press 1.
What type of operation in interaction Attendant would you use for this functionality?

A. External Transfer

B. Agent Transfer

C. Group Transfer

D. Menu Transfer

正確答案: C

問題7

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. Select the mailbox from the drop-down that lists all the system mailboxes in Interaction Attendant.

B. Select the mailbox in the Default Schedule for the selected E-mail Profile.

C. Enter the mailbox addresses in the Mailboxes to Monitor text box in the E-mail Profile in Interaction Attendant.

D. Configure the monitored mailboxes in Interaction Administrator and select them in the E-mail Profile in Interaction Attendant.

正確答案: D

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