PC-CIC-Core Sample Questions Answers

Manually create each phone in the Managed IP Phones container.

Use the Managed IP Phone Assistant to import a .csv list of the 35 IP phones to be created.

Manually create all of the phones in the Stations container.

Use the import wizard in the Stations container to import the phones from a .csv list.

Interaction Attendant

Interaction Administrator

Interaction Designer

Setup Assistant

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

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.

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.

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

Interaction Center Business Manager

Interaction Reporter

Interaction Attendant

Interaction Administrator

Create an alert in interaction Supervisor on "Longest Talk Time".

Create a Talk Time Alert in the Interaction Administrator Alerts Container.

Check the Talk Time Alert checkbox on the ACD tab for the appropriate workgroup and set the interval parameter to 5 minutes.

Set an alert in the Workgroups container under the ACD lab in Interaction Administrator.

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

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

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

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

Response to the request to chat with the agent.

Ignore the request.

You must call or walk over to the agent to provide assistance.

Forward the request to another supervisor or agent.

Build Reply

Email Transfer

Email Callback

Set Routing Options

Interaction Administrator

System Manager

Interaction Attendant

Interaction Center Business Manager

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

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

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

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

Date

Time

Line

DNIS

ANI

Priority

Interaction Center user objects provide login security for the Interaction Client and remote access functions.

Interaction Center user objects can provide security settings.

Interaction Center user objects can be used to configure workgroup and role membership, and many other configuration settings.

Interaction Center user objects provide access to network resources.

Interaction Center user objects can automatically expire after a set period of time for temporary employees

Intercom, Emergency, Local, Long Distance, and International

Intercom, Emergency, Local, and Long Distance

Intercom, Emergency, and Local

Long Distance

If this user is not logged in, he will not receive calls at his workstation because his default workstation is not defined.

The user cannot receive emails because his default workstation is not defined.

The user must enter his IC password to log on to the interaction Client because his default workstation is not defined.

The user will not be active until the default workstation is defined.

Your telephone rings.

You receive a text message.

Your computer plays a .wav file through the speakers.

The Interaction .NET Client receives focus.

A Call Information window appears.