Question 1

Your contact center supervisor would like to be automatically alerted when agents have been on calls for more than 5 minutes. How can you configure CIC to automatically notify the supervisor when this happens?

Options :

A : Create an alert in interaction Supervisor on "Longest Talk Time".

B : Create a Talk Time Alert in the Interaction Administrator Alerts Container.

C : Check the Talk Time Alert checkbox on the ACD tab for the appropriate workgroup and set the interval parameter to 5 minutes.

D : Set an alert in the Workgroups container under the ACD lab in Interaction Administrator.

Answer: A

Question 2

Select the three primary groups that are used to organize Interaction Center configuration data in Interaction Administrator. (Choose three.)

Options :

A : Sites

B : Server

C : Interaction Processor

D : People

E : System

Answer: A,B,D

Question 3

Your company has just hired Bruce Scott as a new system administrator. When you created Bruce's user object, you checked the Master Administrator checkbox.

What rights will Bruce receive as a result?

Options :

A : All rights to the CIC system

B : All rights to Interaction Administrator.

C : All rights to Access Control

D : All rights to settings on the Security Rights page.

Answer: C

Question 4

What is a View in Interaction Center Business Manager?

Options :

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

Answer: A

Question 5

When inbound callers select the Billing department from the automated attendant menu and are placed in a queue until an agent becomes available, you want them to hear their position in queue and the estimated wait time. What operation would you use to configure this functionality?

Options :

A : Queue menu

B : Queue audio

C : Queue parameters

D : Queue repeat

Answer: B

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