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PureConnect: CIC Core Certification

Last Update Dec 6, 2023
Total Questions : 60

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Total Questions : 60

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PureConnect: CIC Core Certification Questions and Answers

Questions 1

You have configured your default profile and default schedule to have the functionality that you wish callers to hear when they dial in during regular business hours. Now you want to assign your main number to the default profile.

How would you assign the main number to the default profile?



You can't assign a number to the default profile. You must create a custom profile and assign the main number to that.


Assign the main number in the Incoming Call Selection area of the Default Profile property window.


Check "Use this profile to process incoming calls with any of the following DNIS values", then enter the number into the text box.


Check "Use this profile to process incoming calls with any of the following ANI values", then enter the number into the text box.

Questions 2

You have an item starting work today. The internship involves assisting in the administration of the Interaction Center system. You want to ensure that the intern will have the resources to be productive and troubleshoot items even when you are not immediately available, it is important that the intern is aware of how to use the Interaction Administrator online help.

Select three ways that the intern can access Interaction Administrator help. (Choose three.)



Use the Help menu in the Interaction Administrator interface


Press F1 from any one of the property pages in Interaction Administrator.


Use the link from Start>Programs>Interactive Intelligence


Select the help manual on the product pages of the Interactive Intelligence website.


From the Interaction Client, select Help>interaction Administrator.

Questions 3

You have been designated as a workgroup supervisor for international Travel Services workgroup. You have just received an assistance request from one of your agents who is having difficulty with a caller.

What two options are available to disposition the request? (Choose two.)



Response to the request to chat with the agent.


Ignore the request.


You must call or walk over to the agent to provide assistance.


Forward the request to another supervisor or agent.