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PC-CIC-Core – PureConnect: CIC Core Certification

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Showing 7–9 of 10 questions

Question 7

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?

Select an option, then click Submit answer.

  • ○

    User
  • ○

    Workgroups
  • ○

    Wrap-up Codes
  • ○

    Skills
Question 8

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?

Select an option, then click Submit answer.

  • ○

    Group Transfer
  • ○

    Agent Transfer
  • ○

    Menu Transfer
  • ○

    External Transfer
Question 9

You have configured your default profile and default schedule to have the functionality that you wish callers to have when they dial in during regular business hours. Now you want to assign your business hours to the default schedule so that it will only be used from 8 AM to 8 PM.

How would you assign the business hours to the default schedule?

Select an option, then click Submit answer.

  • ○

    You can't assign a time to the default schedule. You must create a custom schedule and assign the time to that.
  • ○

    Select the Daily schedule tab and configure the hours there.
  • ○

    Select the Weekday schedule tab and configure the hours there.
  • ○

    Create the schedule in Interaction Administrator and use the System schedule page to use the schedule.