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  • Exam Name: PureConnect: CIC Core Certification
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PC-CIC-Core Questions and Answers

Question # 1

Barb belongs to two workgroups, international Travel Services and Domestic Travel Services. International Travel Services workgroup has rights to call International and Long Distance, Domestic Travel Services workgroup has rights to call Long Distance. The Default User has rights to call Intercom, Emergency, and Local. Barb is currently activated as an agent in the Domestic Travel Services.

What types of phone calls can she make?

A.

Intercom, Emergency, Local, Long Distance, and International

B.

Intercom, Emergency, Local, and Long Distance

C.

Intercom, Emergency, and Local

D.

Long Distance

Question # 2

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?

A.

Create a Role and add the supervisor to that Role. In the Role container select the Security tab and select Administrator Access. Then grant the role access to only the three requested workgroups.

B.

Create a Role and add the supervisor to that Role. In the Role container select the Security tab and select Administrator Access. Then grant her access to *[all].

C.

Create a Role and add the supervisor to that Role. In the Role container select the Security tab and select Master Administrator.

D.

Create a Role and add the supervisor to that Role. In the Role container select the Security tab and select Access Control. Then grant the role access to only the three requested workgroups.

Question # 3

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?

A.

Create a "Marketing" workgroup. Do not assign an extension or queue. Add all members of the Marketing department to the marketing workgroup.

B.

Create a Workgroup called "Marketing". Add all members of the Marketing department to the Marketing workgroup. Assign the appropriate extension to that workgroup and ensure that it is assigned an ACD queue type.

C.

Create a Role for the Marketing department and assign the appropriate extension to that role. Add all members of the Marketing department to the Marketing role.

D.

Create a Marketing object in the Department container of Interaction Administrator. Add all members of the Marketing department to the container.

Question # 4

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

Question # 5

PC-CIC-Core question answer

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

A.

This is a logical workgroup.

B.

Calls that are routed to this workgroup will always ring the first available person listed in the Workgroup Members list.

C.

Calls that are routed to this workgroup will ring the agent who has been in an available status the longest.

D.

This workgroup is not functional because no extension is assigned.

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