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NEW QUESTION # 15
Under what circumstances is it useful to create a Client Button?
- A. When you want to make a custom button for agents to quickly open their Interaction Client application when they arrive at work.
- B. To make a custom button available from the Interaction Client/Desktop to make it easy for call center agents to access an application when they are on a customer call.
- C. You want your customers to be able to phone you by pressing a custom button on a web page.
- D. When you have created a unique interface using an API and want to add a custom Pickup button to it.
Answer: B
NEW QUESTION # 16
What component within the Interaction Client or Interaction Desktop allows you to manage any selected interaction?
- A. Menu bar
- B. Call control toolbar
- C. Directory control toolbar
- D. My Status field
Answer: B
NEW QUESTION # 17
You are configuring an email schedule in Interaction Attendant.
How do you configure the system so that Interaction Attendant is monitoring the correct mailboxes?
- A. Configure the monitored mailboxes in Interaction Administrator and select them in the E-mail Profile in Interaction Attendant.
- B. Select the mailbox from the drop-down that lists all the system mailboxes in Interaction Attendant.
- C. Select the mailbox in the Default Schedule for the selected E-mail Profile.
- D. Enter the mailbox addresses in the Mailboxes to Monitor text box in the E-mail Profile in Interaction Attendant.
Answer: A
NEW QUESTION # 18
You need to create IP Managed Phone objects for 300 Polycom phones that are the same model. They all need the same basic default settings in Interaction Administrator.
What component, in Interaction Administrator, is designed to help you to configure these phone object settings easily, and efficiently when you are importing them into the system?
- A. The User Phone Assistant
- B. The Station's Assistant
- C. Managed IP Phone templates
- D. Station templates
Answer: C
NEW QUESTION # 19 
Given no additional configuration settings, what statement is true regarding this workgroup?
- A. Calls that are routed to this workgroup will always ring the first available person listed in the Workgroup Members list.
- B. Calls that are routed to this workgroup will ring the agent who has been in an available status the longest.
- C. This is a logical workgroup.
- D. This workgroup is not functional because no extension is assigned.
Answer: A
NEW QUESTION # 20
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?
- A. Store a pre-created message as a whisper tone, for chats, that will be sent automatically to anyone communicating via chat.
- B. Use Response Management libraries to create an initial chat welcome message and other chat messages and links for common questions.
- C. Have each agent copy and paste their initial chat message into a text file so they can access it again later.
- D. Create text messages and send them to each agent so they can copy and paste them when needed.
Answer: B
NEW QUESTION # 21
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.
- A. Interaction Administrator
- B. Interaction Attendant
- C. Interaction Center Business Manager
- D. Interaction Reporter
Answer: C
NEW QUESTION # 22
When creating non-managed stations, what must be created so that port 5060 is used for the receive port?
- A. Dial group
- B. Default station setting
- C. Registration group
- D. Registration or contact line
Answer: D
NEW QUESTION # 23
What three options may be used by Interaction Attendant to select a profile for inbound call routing? (Choose three.)
- A. Date
- B. Time
- C. Line
- D. ANI
- E. Priority
- F. DNIS
Answer: C,D,F
NEW QUESTION # 24
Select the three primary groups that are used to organize Interaction Center configuration data in Interaction Administrator. (Choose three.)
- A. People
- B. Sites
- C. Interaction Processor
- D. System
- E. Server
Answer: A,D,E
NEW QUESTION # 25
What port should be configured for managed IP phone registration when using DHCP option 160?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: A
NEW QUESTION # 26
What security property page would you choose to configure access to interaction Client features, such as, record, listen, pick-up, and hold?
- A. Security Rights
- B. Master Administrator
- C. Access Control
- D. Administrator Access
Answer: A
NEW QUESTION # 27
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 Role for the Marketing department and assign the appropriate extension to that role. Add all members of the Marketing department to the Marketing role.
- 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 Marketing object in the Department container of Interaction Administrator. Add all members of the Marketing department to the container.
- D. Create a "Marketing" workgroup. Do not assign an extension or queue. Add all members of the Marketing department to the marketing workgroup.
Answer: C
NEW QUESTION # 28
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.)
- A. Use the link from Start>Programs>Interactive Intelligence
- B. Use the Help menu in the Interaction Administrator interface
- C. From the Interaction Client, select Help>interaction Administrator.
- D. Select the help manual on the product pages of the Interactive Intelligence website.
- E. Press F1 from any one of the property pages in Interaction Administrator.
Answer: A,B,E
NEW QUESTION # 29
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.)
- A. Require that passwords be at least 4 digits long.
- B. Randomly generate initial passwords for new users
- C. Disconnect the remote access cable.
- D. Implement a more secure Password Policy which requires a minimum of 8 digits and meets other security need of the company.
- E. Force new users to change their password the first time they log in
Answer: B,D,E
NEW QUESTION # 30
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. Long Distance
- C. Intercom, Emergency, and Local
- D. Intercom, Emergency, Local, and Long Distance
Answer: D
NEW QUESTION # 31
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