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Q14. The manager of the Marketing department wants a tab available, in the CIC client applications, that displays all of the members of the Marketing department. However, she does not need any kind of call routing for the department.
How do you configure this?

Q15.

There are no other schedules in place. A call comes in to the system at 5:45 PM on Thursday, June 30.
What schedule will be selected to process this call?

Q16. You have been asked to create 42 non-managed stations and want to complete the task as efficiently as possible.
What Interaction Administrator tool is designed to help you add multiple unmanaged stations using a .CSV file?

Q17. 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.)

Q18. 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?

Q19. 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?

Q20. When creating non-managed stations, what must be created so that port 5060 is used for the receive port?

Q21. 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?

Q22. 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?

Q23. What element CANNOT be calculated for intelligent distribution of interactions when using the ACD queue type for a workgroup?

Q24. 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?

Q25. Select the three primary groups that are used to organize Interaction Center configuration data in Interaction Administrator. (Choose three.)

Q26. Danny is a member of several Roles that each have a Client Configuration Template assigned. His user object has no Client Configuration Template assigned.
When Danny opens his Interaction Client, what determines his Client configuration?

Q27. The International Sales manager at your company wants to ensure that each agent gets a chance to be the first in line for a sales call. He wants calls looped through the list of agents logged into the queue, starting with the first agent and “remembering’ the last user who was sent a call. Each new call will go to the agent in the list after the last agent who received a call.
What type of queue is designed to perform in this manner?

Q28. Match the Interaction Attendant call flow type with the correct definition.

Q29. What application enables the IC system administrator to configure virtually every aspect of the Interaction Center on an ongoing basis?

Q30.

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

Q31. 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.

Q32. What statement is true regarding this user?

Q33. 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?

Q34. 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?

Q35. 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.)

Q36. Where must you create new stations for them to be eligible for auto-provisioning?

Q37. 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?