Genesys ICCS Exam (Configuring Call
Flows)
How do you access online help files in Interaction Attendant? - ✔✔Press F1, Click Help from
the menu, Start>All Programs>Interactive Intelligence>Online Documentation
Where
...
Genesys ICCS Exam (Configuring Call
Flows)
How do you access online help files in Interaction Attendant? - ✔✔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? - ✔✔Insert > New
Operation, or the 3rd level tool bar
What is a Property Sheet in Interaction Attendant? - ✔✔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? - ✔✔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? - ✔✔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? - ✔✔Inbound, Outbound,
Operator, and Email.
How would you change the Attendant desktop shortcut to open up your email Attendant? -
✔✔Open the properties, and change the Target address to include "/email."
What factors does Attendant look at to match an interaction with a Profile? - ✔✔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. -
✔✔False. Profile THEN schedules.
What are Attendant operations? - ✔✔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? - ✔✔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? - ✔✔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? - ✔✔Schedule and Menu levels and within most
operations.
What are two ways to record voice prompts in Interaction Attendant? - ✔✔Use audio controls in
embedded forms, use the Prompt management dialog.
What is the purpose of default Profiles and default Schedules? - ✔✔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. - ✔✔False.
True or False? You must configure all of the same settings in default nodes as you do in custom
nodes. - ✔✔False. There are several fields that are grayed out or not shown at all.
When is a call routed to the default profile? - ✔✔If an interaction does not match a custom
profile, it is routed to the default profile.
What are two differences between the default profile and a custom profile? - ✔✔You are able to
change the name for a custom profile. You are also able to put specific information in the
selection fields in a custom profile. You can clear the active box in custom profiles.
True or False? Enable IVR reporting is cleared and Add entry to the Interaction Log is selected
by default. - ✔✔False. They are both unchecked by default.
What does the Call Processing Style dialog box configure? - ✔✔Whether the call is going to
follow attendant routing or just drop directly into a queue.
How does the Active check box assist administrators to create schedules before they are
needed? - ✔✔Custom schedules can be deactivated by clearing the active checkbox. When the
schedule is needed the activ
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