1
Genesys ICCS Exam (IC System Configuration and
Support) Questions with Answers (100% Correct
Answers)
Describe the function of the Notifier subsystem.— Answer: It acts as
the communications hub that all other components of the IC platform
use to communicate.
Describe the function of the Interaction Processor subsystem—
Answer: IP tells the system how to behave when an event occurs. It
controls the execution of the handlers
that provide much of the system's functionality.
Describe the function of the Telephony Services subsystem.— Answer:
It is the only component that communicates directly with the
hardware. It allows IC to detect
telephony events and to perform operations on telephone calls.
What is a queue?— Answer: A container for interactions that can be
processed.
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,2
Describe system and non-system queues.— Answer: The system
queue receives all incoming interactions before they are sent on to a
non-system queue. Non-system queues are user queues, station
queues, and ACD queues.
Briefly describe VoIP, SIP, and RTP.— Answer: Briefly cover the key
elements of these three terms again as shown on the presentation.
List the three headers that are required for transporting voice through
an IP based network and their matching octet count.— Answer: IP - 20
bytes
UDP - 8 bytes
RTP - 12 bytes
Describe the MOS scoring methodology:— Answer: MOS Scoring is a
very subjective methodology of determining audio quality based on
input from a sample of listeners, and how they score the
quality of the audio on a scale of 1-5.
List and describe the two types of SIP messages.— Answer: Request
and responses
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, 3
What is the purpose of the IP Phone registration process?— Answer:
It provides details to the Registrar server so that the phone can be
located on the network.
What device in a VoIP environment is used to convert signaling from
traditional telephony lines for transmission over the network?—
Answer: Gateway
What devices convert voice into VoIP packets?— Answer: SIP phone
This license type is required for ACD functionality.— Answer: An
ACD Access license.
When ordering a 4.0 IC license, all of the following information is
required EXCEPT:— Answer: a. Host ID
b. Machine name
c. Mail Connector
d. System type
e. MAC address
© 2025 All rights reserved
Genesys ICCS Exam (IC System Configuration and
Support) Questions with Answers (100% Correct
Answers)
Describe the function of the Notifier subsystem.— Answer: It acts as
the communications hub that all other components of the IC platform
use to communicate.
Describe the function of the Interaction Processor subsystem—
Answer: IP tells the system how to behave when an event occurs. It
controls the execution of the handlers
that provide much of the system's functionality.
Describe the function of the Telephony Services subsystem.— Answer:
It is the only component that communicates directly with the
hardware. It allows IC to detect
telephony events and to perform operations on telephone calls.
What is a queue?— Answer: A container for interactions that can be
processed.
© 2025 All rights reserved
,2
Describe system and non-system queues.— Answer: The system
queue receives all incoming interactions before they are sent on to a
non-system queue. Non-system queues are user queues, station
queues, and ACD queues.
Briefly describe VoIP, SIP, and RTP.— Answer: Briefly cover the key
elements of these three terms again as shown on the presentation.
List the three headers that are required for transporting voice through
an IP based network and their matching octet count.— Answer: IP - 20
bytes
UDP - 8 bytes
RTP - 12 bytes
Describe the MOS scoring methodology:— Answer: MOS Scoring is a
very subjective methodology of determining audio quality based on
input from a sample of listeners, and how they score the
quality of the audio on a scale of 1-5.
List and describe the two types of SIP messages.— Answer: Request
and responses
© 2025 All rights reserved
, 3
What is the purpose of the IP Phone registration process?— Answer:
It provides details to the Registrar server so that the phone can be
located on the network.
What device in a VoIP environment is used to convert signaling from
traditional telephony lines for transmission over the network?—
Answer: Gateway
What devices convert voice into VoIP packets?— Answer: SIP phone
This license type is required for ACD functionality.— Answer: An
ACD Access license.
When ordering a 4.0 IC license, all of the following information is
required EXCEPT:— Answer: a. Host ID
b. Machine name
c. Mail Connector
d. System type
e. MAC address
© 2025 All rights reserved
