Genesys ICCS Exam (Configuring Call
Flows) UPDATED ACTUAL Exam
Questions and CORRECT Answers
How do you access online help files in Interaction Attendant? - CORRECT ANSWER -
Press F1, Click Help from the menu, Start>All Programs>Interactive Intelligence>Online
Documentation
Where would you access the tools used to configure Attendant operations? - CORRECT
ANSWER - Insert > New Operation, or the 3rd level tool bar
What is a Property Sheet in Interaction Attendant? - CORRECT ANSWER - A form that
you fill out to configure a node. Each type of node has its own property sheet.
What does it mean if the name of the node is gray in the tree? - CORRECT ANSWER -
The node's Active check box is clear. The node and all its children are ignored by Attendant.
What happens when you click the disc icon on the Attendant toolbar? - CORRECT
ANSWER - The disc icon means Publish. It saves the menu changes and puts them into
effect immediately.
What are the types of call flows managed by Interaction Attendant? - CORRECT
ANSWER - Inbound, Outbound, Operator, and Email.
How would you change the Attendant desktop shortcut to open up your email Attendant? -
CORRECT ANSWER - Open the properties, and change the Target address to include
"/email."
What factors does Attendant look at to match an interaction with a Profile? - CORRECT
ANSWER - Wildcards and a combination of ANI, DNIS, and line criteria for the
comparison.
, True or False? Attendant looks at the Schedule level first to determine how to route a call. -
CORRECT ANSWER - False. Profile THEN schedules.
What are Attendant operations? - CORRECT ANSWER - Menu actions that Attendant
performs in response to a keystroke entered by the caller in response to a system event.
How do you tell the system that the audio prompt you are recording is not in the default
language? - CORRECT ANSWER - When you record a message using the embedded
audio frame, you can choose a language from a drop-down menu attached to the record button.
Why would you want to configure Speech Recognition in Interaction Attendant? - CORRECT
ANSWER - To provide callers with the ability to verbally select the options they want,
rather than using the telephone keypad to navigate the IVR.
Where are audio prompts configured? - CORRECT ANSWER - Schedule and Menu levels
and within most operations.
What are two ways to record voice prompts in Interaction Attendant? - CORRECT
ANSWER - Use audio controls in embedded forms, use the Prompt management dialog.
What is the purpose of default Profiles and default Schedules? - CORRECT ANSWER -
These catch the interactions that do not meet the criteria in the custom profiles and schedules.
True or False? You are able to delete default nodes. - CORRECT ANSWER - False.
True or False? You must configure all of the same settings in default nodes as you do in custom
nodes. - CORRECT ANSWER - False. There are several fields that are grayed out or not
shown at all.
Flows) UPDATED ACTUAL Exam
Questions and CORRECT Answers
How do you access online help files in Interaction Attendant? - CORRECT ANSWER -
Press F1, Click Help from the menu, Start>All Programs>Interactive Intelligence>Online
Documentation
Where would you access the tools used to configure Attendant operations? - CORRECT
ANSWER - Insert > New Operation, or the 3rd level tool bar
What is a Property Sheet in Interaction Attendant? - CORRECT ANSWER - A form that
you fill out to configure a node. Each type of node has its own property sheet.
What does it mean if the name of the node is gray in the tree? - CORRECT ANSWER -
The node's Active check box is clear. The node and all its children are ignored by Attendant.
What happens when you click the disc icon on the Attendant toolbar? - CORRECT
ANSWER - The disc icon means Publish. It saves the menu changes and puts them into
effect immediately.
What are the types of call flows managed by Interaction Attendant? - CORRECT
ANSWER - Inbound, Outbound, Operator, and Email.
How would you change the Attendant desktop shortcut to open up your email Attendant? -
CORRECT ANSWER - Open the properties, and change the Target address to include
"/email."
What factors does Attendant look at to match an interaction with a Profile? - CORRECT
ANSWER - Wildcards and a combination of ANI, DNIS, and line criteria for the
comparison.
, True or False? Attendant looks at the Schedule level first to determine how to route a call. -
CORRECT ANSWER - False. Profile THEN schedules.
What are Attendant operations? - CORRECT ANSWER - Menu actions that Attendant
performs in response to a keystroke entered by the caller in response to a system event.
How do you tell the system that the audio prompt you are recording is not in the default
language? - CORRECT ANSWER - When you record a message using the embedded
audio frame, you can choose a language from a drop-down menu attached to the record button.
Why would you want to configure Speech Recognition in Interaction Attendant? - CORRECT
ANSWER - To provide callers with the ability to verbally select the options they want,
rather than using the telephone keypad to navigate the IVR.
Where are audio prompts configured? - CORRECT ANSWER - Schedule and Menu levels
and within most operations.
What are two ways to record voice prompts in Interaction Attendant? - CORRECT
ANSWER - Use audio controls in embedded forms, use the Prompt management dialog.
What is the purpose of default Profiles and default Schedules? - CORRECT ANSWER -
These catch the interactions that do not meet the criteria in the custom profiles and schedules.
True or False? You are able to delete default nodes. - CORRECT ANSWER - False.
True or False? You must configure all of the same settings in default nodes as you do in custom
nodes. - CORRECT ANSWER - False. There are several fields that are grayed out or not
shown at all.
