PC-CIC-Core PureConnect: CIC Core Certification Questions and Answers

Assign a wrap-up status to the workgroups in Interaction Administrator. Assign an appropriate amount of time for the agents to complete their after call work.

Assign a wrap-up code to the agents. Have them select the Wrap-up code that will put them in an unavailable status.

CIC does not have a feature to address this problem. You must train the agents to change their status to Do Not Disturb when they finish a phone call. When they finish the after call work, have them change their status back to Available.

CIC does not have built-in features to address this problem. You must use interaction Designer and write a custom Handler

The Add Users Assistant

The Messaging Import Assistant

The CIC Distribution List Assistant

The User Worksheet

1) Transport multiple phones to a site and distribute 2) Another administrator (co-worker, partner, or subcontractor) visits each phone and does stations assignment using admin credentials (possibly credentials created for temporary use).

1) Select a phone from inventory. 2) Assign the MAC address of the phone to a Managed IP Phone configuration item. The MAC address is entered either by scanning the box or manually typing it in. 3) Transport the specific phone to the correct user.

1) Transport a phone to a specific user. 2) Configure the phone using the phone menu.

1) Transport a phone to a specific user. 2) The user uses the Provision Menu to assign the phone to the managed IP phone configuration item using user-based provisioning.

An agent could receive up to 3 chats at once.

The system does not allow more than 1 chat to be delivered at a time, so the limit would be 1.

An agent could receive up to 2 chats at once.

This is a misconfiguration of ACD calculations, and would result in no chats being distributed.

Use an existing .CSV file that you have available.

Create a spreadsheet with a list of the phones with a field for SIP phone name, template, extension and address information and specify the correct template name.

Create a managed IP phone template for the correct phone model.

Create a .CSV file in the correct format with a field for SIP phone name, template, extension and address information and specify the correct template name.

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.

When you want to make a custom button for agents to quickly open their Interaction Client application when they arrive at work.

When you have created a unique interface using an API and want to add a custom Pickup button to it.

You want your customers to be able to phone you by pressing a custom button on a web page.

Call control toolbar

My Status field

Directory control toolbar

Menu bar

Use Response Management libraries to create an initial chat welcome message and other chat messages and links for common questions.

Create text messages and send them to each agent so they can copy and paste them when needed.

Store a pre-created message as a whisper tone, for chats, that will be sent automatically to anyone communicating via chat.

Have each agent copy and paste their initial chat message into a text file so they can access it again later.

Administrator Access

Access Control

Security Rights

Master Administrator

Give the user Send As permissions on the Exchange server

Run an instance of the messaging Client on the IC server under that user ' s profile

Assign the user account a default workstation

Assign the user account a mailbox

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.

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].

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

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.

Continue to update the phones manually. This is the most efficient process for completing this task.

Migrate the stations to Managed IP Phones using the Managed IP Phones Assistant.

There is no way to update the firmware on IP phones.

Use the Stations Assistant to update the firmware on the phones.

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.

All rights to the CIC system.

All rights to Interaction Administrator.

All rights to Access Control

All rights to settings on the Security Rights page.