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QUESTION 21
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?

QUESTION 22
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?

QUESTION 23
What application can you use to build custom workspaces to monitor various aspects of the CIC system and the contact center activity? This application works with other add-on applications, such as Interaction Recorder and Interaction Optimizer.

QUESTION 24
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?

QUESTION 25
Your company has 12 Support interns starting work next Monday. Their network accounts, and mailboxes have been created and a distribution list called “Support Interns” has been created for this group.
What Interaction Administrator tool allows you to easily import users from a distribution list?

QUESTION 26
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?

QUESTION 27
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?

QUESTION 28
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?

QUESTION 29
Match the Interaction Attendant element with the best description.

QUESTION 30
You are performing an IC server implementation. You would like all users to be able to answer calls, place calls on hold and disconnect calls.
What object allows you to configure these settings in the most efficient manner?

QUESTION 31
What is a View in Interaction Center Business Manager?

QUESTION 32
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?

QUESTION 33
What queue type requires handler customization to configure and finalize ACD processing?

QUESTION 34
You have an item starting work today. The internship involves assisting in the administration of the Interaction Center system. You want to ensure that the intern will have the resources to be productive and troubleshoot items even when you are not immediately available, it is important that the intern is aware of how to use the Interaction Administrator online help.
Select three ways that the intern can access Interaction Administrator help. (Choose three.)

QUESTION 35
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.)

QUESTION 36
What statement is true regarding this user?

QUESTION 37
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.)

QUESTION 38
Where must you create new stations for them to be eligible for auto-provisioning?

QUESTION 39
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?

QUESTION 40
Under what circumstances is it useful to create a Client Button?

QUESTION 41
What port should be configured for managed IP phone registration when using DHCP option 160?

QUESTION 42
You are configuring the Default User for your company and want to assign Emergency and Local phone number classifications for everyone.
Where would you make this assignment?

QUESTION 43
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?

QUESTION 44
You have configured your default profile and default schedule to have the functionality that you wish callers to hear when they dial in during regular business hours. Now you want to assign your main number to the default profile.
How would you assign the main number to the default profile?