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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?

A.

Group Transfer

B.

Agent Transfer

C.

Menu Transfer

D.

External Transfer

You have a new agent starting work on Monday and have decided to use the Active Assignment method to configure the IP phone.

What is the description of the Active Assignment method?

A.

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).

B.

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.

C.

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

D.

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.

Match the Interaction Attendant element with the best description.

What port should be configured for managed IP phone registration when using DHCP option 160?

A.

8089

B.

8060

C.

8061

D.

8088

You have created a wrap-up code called "Information" that agents will assign to the appropriate calls. The next step is to assign the wrap up code to the appropriate people so that they can access the wrap-up code from the CIC Client or interaction/Desktop Connect.

In what container are wrap-up codes assigned?

A.

User

B.

Workgroups

C.

Wrap-up Codes

D.

Skills

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?

A.

Sequential

B.

Round-robin

C.

Custom

D.

ACD

E.

Group Ring

Your manager is concerned about the security of the IC system. He overheard several agents talking who said that they use their birthdate for their password and they use them over and over again. The company has a published policy for IC passwords explicitly stating this is unacceptable.

How can you ensure that all users are following a company policy for secure IC passwords?

A.

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

B.

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

C.

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

D.

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

What is a View in Interaction Center Business Manager?

A.

Views are the windows that provide data, such as agent and workgroup statistics, historical reporting data, and system information.

B.

Views provide a way to manipulate the configuration of agents and workgroups.

C.

Views contain the system and custom workspaces.

D.

Views are only used to set alerts within Interaction Center Business Manager.

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?

A.

Under Access Control on the Security tab for the Default User.

B.

Under Security Rights on the Security tab for the Default User.

C.

Under Administrator Access on the Security tab for the Default User.

D.

Under Manage Classifications in the Phone Number configuration.

E.

Under Dial Plan in the Phone Number configuration.

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?

A.

The client configuration settings from all inherited client configuration templates will be merged to determine what the supervisors' interaction Clients look like.

B.

The client configuration template that is used for the supervisors will be determined by the position of the templates in the client configuration properties.

C.

The system will use the default client configuration for the supervisors.

D.

The supervisors will not be assigned any client configuration template if they invent more than one.