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PC-CIC-Core Questions and Answers

Question # 6

You have a group of remote agents who all require the same set of user permissions within IC.

In the image below, what is the recommended container for configuring user rights for the remote agents.

A.

Users

B.

Schedules

C.

Lines

D.

Groups

E.

User

F.

Roles

G.

Default User

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Question # 7

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 menu

B.

Queue audio

C.

Queue parameters

D.

Queue repeat

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Question # 8

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?

A.

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

B.

Select the Daily schedule tab and configure the hours there.

C.

Select the Weekday schedule tab and configure the hours there.

D.

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

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Question # 9

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.

Group Transfer

B.

Agent Transfer

C.

Menu Transfer

D.

External Transfer

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