8/4/25, 10:07 AM Genesys ICCS Exam (IC System Configuration and Support)
Genesys ICCS Exam (IC System Configuration and
Support COMPLETE EXAM \LATEST UPDATE
QUESTIONS AND CORRECT DETAILED
ANSWERS 2025-2026
Describe the function of the It acts as the communications hub that all other
Notifier subsystem. components of the IC platform use to communicate.
IP tells the system how to behave when an event
Describe the function of the
occurs. It controls the execution of the handlers
Interaction Processor
that provide much of the system's functionality.
subsystem
It is the only component that communicates directly
Describe the function of the
with the hardware. It allows IC to detect
Telephony Services
telephony events and to perform operations on telephone calls.
subsystem.
What is a queue? A container for interactions that can be processed.
The system queue receives all incoming interactions
Describe system and non- before they are sent on to a non-system queue. Non-
system queues.
system queues are user queues, station queues, and
ACD queues.
Briefly cover the key elements of these three terms
Briefly describe VoIP, SIP, and
RTP. again as shown on the presentation.
List the three headers that IP - 20
are required for bytes
transporting voice UDP - 8
through an IP based bytes
network and their RTP - 12
matching octet count. bytes
MOS Scoring is a very subjective methodology of
Describe the MOS scoring determining audio quality based on input from a
methodology:
sample of listeners, and how they score the
quality of the audio on a scale of 1-5.
List and describe the two Request and responses
… 1/9
, 8/4/25, 10:07 AM Genesys ICCS Exam (IC System Configuration and Support)
types of SIP messages.
What is the purpose of the IP It provides details to the Registrar server so that the
Phone registration process? phone can be located on the network.
What device in a VoIP Gateway
environment is used to
convert signaling from
traditional
telephony lines for
transmission over the
network?
What devices convert voice SIP phone
into VoIP packets?
This license type is required An ACD Access license.
for ACD functionality.
a. Host ID
b. Machine name
c. Mail Connector
When ordering a 4.0 IC
d. System type
license, all of the following e. MAC address
information is required
EXCEPT: Answer E
Where would you apply an License Management
IC server license?
Assignable licenses are
Describe the difference assigned to specific users
between an Assignable and cannot be used by
and a Concurrent other users in IC.
license. Concurrent licenses are
"license pools."
The agents receive and ACD Media 3 Plus
respond to
telephone calls, emails, and
chats. What type of ACD
license must they be
assigned?
… 2/9
Genesys ICCS Exam (IC System Configuration and
Support COMPLETE EXAM \LATEST UPDATE
QUESTIONS AND CORRECT DETAILED
ANSWERS 2025-2026
Describe the function of the It acts as the communications hub that all other
Notifier subsystem. components of the IC platform use to communicate.
IP tells the system how to behave when an event
Describe the function of the
occurs. It controls the execution of the handlers
Interaction Processor
that provide much of the system's functionality.
subsystem
It is the only component that communicates directly
Describe the function of the
with the hardware. It allows IC to detect
Telephony Services
telephony events and to perform operations on telephone calls.
subsystem.
What is a queue? A container for interactions that can be processed.
The system queue receives all incoming interactions
Describe system and non- before they are sent on to a non-system queue. Non-
system queues.
system queues are user queues, station queues, and
ACD queues.
Briefly cover the key elements of these three terms
Briefly describe VoIP, SIP, and
RTP. again as shown on the presentation.
List the three headers that IP - 20
are required for bytes
transporting voice UDP - 8
through an IP based bytes
network and their RTP - 12
matching octet count. bytes
MOS Scoring is a very subjective methodology of
Describe the MOS scoring determining audio quality based on input from a
methodology:
sample of listeners, and how they score the
quality of the audio on a scale of 1-5.
List and describe the two Request and responses
… 1/9
, 8/4/25, 10:07 AM Genesys ICCS Exam (IC System Configuration and Support)
types of SIP messages.
What is the purpose of the IP It provides details to the Registrar server so that the
Phone registration process? phone can be located on the network.
What device in a VoIP Gateway
environment is used to
convert signaling from
traditional
telephony lines for
transmission over the
network?
What devices convert voice SIP phone
into VoIP packets?
This license type is required An ACD Access license.
for ACD functionality.
a. Host ID
b. Machine name
c. Mail Connector
When ordering a 4.0 IC
d. System type
license, all of the following e. MAC address
information is required
EXCEPT: Answer E
Where would you apply an License Management
IC server license?
Assignable licenses are
Describe the difference assigned to specific users
between an Assignable and cannot be used by
and a Concurrent other users in IC.
license. Concurrent licenses are
"license pools."
The agents receive and ACD Media 3 Plus
respond to
telephone calls, emails, and
chats. What type of ACD
license must they be
assigned?
… 2/9
