Icce 1 Mock Exam

40 Questions | Total Attempts: 54

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Icce 1 Mock Exam

Reviewer in preparation for ICCE 1 Certification Exam


Questions and Answers
  • 1. 
    List some of the capabilities the CIC application provides
    • A. 

      Interaction Client a unified interaction control interface

    • B. 

      Enteprise PBX & IP-PBX call processing functions

    • C. 

      Enterprise wide presence management & unified communications

    • D. 

      Robust unified messaging (e-mail, faxing, voicemail) for business users and agents where appropriate

    • E. 

      Expanded voicemail features

    • F. 

      ACD capabilities with comprehensive universal queuing options

    • G. 

      Interaction Scheduler

    • H. 

      IVR for self service automation

    • I. 

      Intelligent speech recognition, including DTMF

    • J. 

      Skills based routing

    • K. 

      Interaction Tracker

    • L. 

      Web based interaction managements

    • M. 

      Built in mutli-lingual support

    • N. 

      Blind Transfer

  • 2. 
    Which part of the IC shows all users in the system
    • A. 

      Company Archive

    • B. 

      Company Directory

    • C. 

      Company Planner

    • D. 

      Company Profiler

  • 3. 
    What is client / server update system?
    • A. 

      Interactive Update Setup System

    • B. 

      Interaction Update

    • C. 

      Interactive Update

    • D. 

      Interaction Update System

  • 4. 
    What system is used for ongoing maintenance
    • A. 

      Interaction Administrator

    • B. 

      Interactive Administrator

    • C. 

      Interaction Maintenance

    • D. 

      Interactive Maintenance

  • 5. 
    What is used to perform initial configuration of the system
    • A. 

      Setup Assistance

    • B. 

      Setup Assistant

    • C. 

      Configuration Assistant

    • D. 

      Initial Setup Assistant

  • 6. 
    What are the 4 test that you would perform to make sure the IC is functioning correctly
    • A. 

      Call from internal to another internal phone

    • B. 

      Call from an internal phone to an external phone

    • C. 

      Call from an external phone to an internal phone

    • D. 

      Retrieve voicemail

    • E. 

      Call from external to an external phone

    • F. 

      Call 911 and wait for the voicemail.

  • 7. 
    What server would be used if you wanted to use chat?
    • A. 

      Web Server

    • B. 

      Chat Server

    • C. 

      Message Server

    • D. 

      IC Server

  • 8. 
    What server would you used for reporting / stats?
    • A. 

      Mail Server

    • B. 

      IC Server

    • C. 

      Database Server

    • D. 

      Messaging Server

  • 9. 
    What is the preferred installation media?
    • A. 

      USB Flash Drive

    • B. 

      Cloud Storage

    • C. 

      LAN

    • D. 

      Phone Storage

  • 10. 
    Where can you find compatibility information?
    • A. 

      Testlab

    • B. 

      Confluence

    • C. 

      Google

    • D. 

      Manual

  • 11. 
    When using password policies, which environment are you securing?
    • A. 

      CIC Environment

    • B. 

      Multi-site Environment

    • C. 

      Development Environment

    • D. 

      Switchover Environemt

  • 12. 
    Where do the basic set of permissions filter down from?
    • A. 

      Default User

    • B. 

      User

    • C. 

      Roles

    • D. 

      Workgroup

  • 13. 
    Where are the 3 places user permissions filter from?
    • A. 

      User

    • B. 

      Roles

    • C. 

      Workgroups

    • D. 

      Default User

  • 14. 
    What is sequential routing?
    • A. 

      Always routes from top to bottom

    • B. 

      Always routes from bottom to top

    • C. 

      Always routes from left to right

    • D. 

      Always routes from right to left

  • 15. 
    What is round-robin routing?
    • A. 

      Remembers the order in which a call was received and then moves to the next person on the list

    • B. 

      Remembers the order in which a call was not received and then moves to the next person on the list

    • C. 

      Remembers the order in which a call was received and then moves to the last person on the list

    • D. 

      Remembers the order in which a call was received and then moves to the first person on the list

  • 16. 
    What is ACD routing?
    • A. 

      Intelligent routing based on formulas and factors (ie skills)

    • B. 

      Intelligent routing via admin's choices

    • C. 

      Intelligent routing via supervisor's choices

    • D. 

      Intelligent routing based on availability and presence

  • 17. 
    What is group ring routing?
    • A. 

      Ring all phones at the same time

    • B. 

      Ring all phones consecutively

    • C. 

      Ring all phones by skill

    • D. 

      Ring phones by pair

  • 18. 
    What is custom routing?
    • A. 

      Custom set that can be setup if you cannot use the other routing methods or complex requirement

    • B. 

      Custom set that can be setup if you base and calcualte from agent's functionality

    • C. 

      Custom set that can be setup if you want to have two or more routing method

    • D. 

      This is not a valid method or types of routing

  • 19. 
    What is the protocol used to route audio in IC?
    • A. 

      RTP - Real-Time Transport Protocol

    • B. 

      VoIP - Voice over IP

    • C. 

      SIP - Session Initiation protocol

    • D. 

      TLS - Transport Layer Security

  • 20. 
    What server is responsible for handling the audio?
    • A. 

      Media Server

    • B. 

      Speech Server

    • C. 

      Messaging Server

    • D. 

      Database Server

  • 21. 
    How can you create a new view in IC?
    • A. 

      Right Click then New View

    • B. 

      From File Menu, click New View

    • C. 

      From Options Menu, click New View

    • D. 

      Double Click to the workspace

    • E. 

      Ctrl + Alt + N

  • 22. 
    What are the 2 types of login credentials to login to the client?
    • A. 

      Windows Authentication

    • B. 

      IC Authentication

    • C. 

      Active Directory Authentication

    • D. 

      Email Authentication

  • 23. 
    What is the interaction ID?
    • A. 

      Unique ID (call id) that you can be used for troubleshooting

    • B. 

      Unique ID (call id) that you can be used for login

    • C. 

      Unique ID (call id) that you can be used for duplicate

    • D. 

      Unique ID (call id) that you can be used for calling

  • 24. 
    What is the main subsystem in IC?
    • A. 

      Notifier

    • B. 

      Interaction Processor

    • C. 

      Queue Manager

    • D. 

      Telephony Services

  • 25. 
    What is the subsystem responsible for firing off events?
    • A. 

      Interaction Processor

    • B. 

      Admin Services

    • C. 

      Client Services

    • D. 

      Queue Manager

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