Icce 1 Mock Exam
Reviewer in preparation for ICCE 1 Certification Exam
- 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
Questions: 22 | Attempts: 1821 | Last updated: Jan 11, 2013
-
Sample QuestionA nurse is reviewing a patient’s medication during shift change. Which of the following medication would be contraindicated if the patient were pregnant? Note: More than one answer may be correct.
Questions: 10 | Attempts: 254 | Last updated: Jan 7, 2013
-
Sample QuestionWhat is the maximum range of an 802.11n wireless signal?
Questions: 10 | Attempts: 312 | Last updated: Jul 30, 2011
-
Sample QuestionDeoxyribonucleic acid or ________________ is the material that contains the information that determines the traits a living thing inherits.
Back to top