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PC-CIC-Core Questions and Answers

Question # 1

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.

Station templates

C.

Managed IP Phone templates

D.

The Station's Assistant

Question # 2

Under what circumstances is it useful to create a Client Button?

A.

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.

B.

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

C.

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

D.

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

Question # 3

You are an IC administrator for a large international company based in Indianapolis, IN. Matt, a manager who lives and works in Minneapolis is having issues with his Interaction Client configuration. He says the company directory has disappeared.

What is the best way to help Matt get his Interaction Client configured correctly?

A.

Take a trip to Minneapolis and configure Matt's Interaction Client.

B.

Select Matt's user object in Interaction Administrator. Then select the Client Configuration tab and click on the Configure button.

C.

Create a new Client Configuration template specifically for Matt and assign it to him.

D.

Find out which workgroups Matt is a member of and verify the client configuration for those workgroups.

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