Genesys GCP-GCX Exam Dumps & Practice Test Questions
Question No 1:
While configuring an external trunk in a VoIP system, which three of the following protocols can be explicitly selected to support trunk functionality? (Choose three.)
A. Default protocol
B. TCP
C. TLS
D. SIP
E. UDP
Correct Answers: B. TCP, C. TLS, D. SIP
Explanation:
In VoIP systems, an external trunk serves as the bridge between the internal private voice network and external communications, such as the Public Switched Telephone Network (PSTN) or other VoIP providers. Trunks need to be configured with the correct protocols to ensure seamless communication, security, and reliable call setup. Here’s a closer look at the key protocols involved:
TCP (Transmission Control Protocol): TCP is a connection-oriented, reliable protocol that ensures data integrity by retransmitting lost packets and ordering packets correctly. In VoIP systems, TCP is commonly used for signaling purposes, as it guarantees that call setup and control messages are delivered reliably, making it an essential protocol for trunk functionality. Its reliability is particularly crucial in scenarios where maintaining call signaling without interruptions is necessary.
TLS (Transport Layer Security): TLS is used to provide security for the signaling traffic in VoIP systems. It encrypts the signaling messages, ensuring privacy and protection against eavesdropping, man-in-the-middle attacks, and other security threats. TLS is often used with SIP to secure communication during the call setup process, making it an essential part of a secure trunk configuration.
SIP (Session Initiation Protocol): SIP is the standard protocol for initiating, maintaining, and terminating voice calls in VoIP systems. It is used for signaling purposes, allowing different devices and services to communicate and negotiate the parameters of a call. SIP is crucial for external trunks, as it facilitates the connection between internal systems and external networks.
UDP (User Datagram Protocol): While UDP is commonly used in VoIP for real-time voice transmission due to its low latency, it is not typically used for signaling or trunk functionality. UDP does not guarantee delivery or ordering of packets, making it unsuitable for the reliability required in trunk signaling.
Default protocol: This term typically refers to system settings that may not be customizable or explicitly selected as a protocol type. It does not refer to a specific, selectable protocol for trunk configuration.
Thus, when configuring a VoIP external trunk, the correct protocols to select for reliable, secure, and functional communication are TCP, TLS, and SIP.
Question No 2:
You are getting ready to implement Genesys Cloud CX and need to configure trunks for your telephony setup. Where should you go to find specific guidelines for your PSTN carrier integration?
A. Contact your PSTN carrier directly
B. Visit your PSTN carrier’s website
C. Install a standard trunk without customization
D. Refer to the Genesys Cloud CX Resource Center
Correct Answer: D. Refer to the Genesys Cloud CX Resource Center
Explanation:
To ensure seamless integration between Genesys Cloud CX and a Public Switched Telephone Network (PSTN) carrier, it’s essential to follow accurate and platform-specific trunking guidelines. The Genesys Cloud CX Resource Center offers comprehensive and up-to-date documentation for:
Supported trunk types
Carrier requirements
Configuration steps
Network compatibility and bandwidth expectations
While your carrier (options A and B) may provide general telephony requirements, they won’t cover Genesys Cloud CX-specific considerations. Installing a default trunk (option C) without aligning it with Genesys documentation could lead to connectivity or call quality issues.
For precise deployment and operational success, the Genesys Cloud CX Resource Center is the definitive source.
Question No 3:
In a VoIP communication system, which Edge feature is responsible for pairing and routing calls between clients and servers?
A. SIP Gateway
B. SIP Proxy
C. Media Server
D. Call Broker
Correct Answer: D. Call Broker
Explanation:
The Call Broker is a component in VoIP architecture that manages call matching between the client (caller) and server (recipient). It ensures that incoming and outgoing call requests are properly linked to the correct system endpoints, taking into account client location, user identity, and system load balancing.
Here’s what the other components do:
SIP Gateway enables interoperability between VoIP systems and legacy PSTN systems but doesn’t manage internal call matching.
SIP Proxy routes SIP requests but doesn’t handle call pairing or session state tracking between endpoints.
Media Server deals with the actual voice or video stream (media path), not with signaling or call association.
Thus, the Call Broker is the component that orchestrates call pairing, making it essential for maintaining effective communication between endpoints in complex VoIP environments.
Question No 4:
What additional functionalities does the "Communicate" application provide to enhance Genesys Cloud CX and improve communication processes?
A. Knowledge management features like FAQs and user communities.
B. Unified communication tools including telephony, messaging, voice conferencing, and auto-attendant.
C. Call center functionalities such as Automatic Call Distribution (ACD) and scripting.
D. Directory tools like advanced search, profiles, and keyword searching.
Correct Answer: B. Unified communication tools including telephony, messaging, voice conferencing, and auto-attendant.
Explanation:
Genesys Cloud CX is a robust cloud-based contact center platform, designed to streamline customer interactions and optimize agent performance. The "Communicate" application within this platform specifically enhances its communication capabilities by integrating key tools. This includes telephony (voice calls), unified messaging (consolidating messaging services), voice conferencing (virtual meeting support), and auto-attendant (automated call routing). These features help businesses deliver more efficient and cohesive communication experiences for both agents and customers.
While Option A (Knowledge-based features like FAQs and communities) and Option D (Directory features with advanced search) are valuable, they do not focus on real-time communication improvements, which is the primary role of the "Communicate" app. Likewise, Option C (Call center features such as ACD and scripting) are fundamental to the Genesys Cloud CX platform itself, but "Communicate" focuses more on enhancing interaction through various communication channels.
By consolidating these functionalities into one application, "Communicate" simplifies communication management and enhances business workflows, leading to better customer service and more productive teams.
Question No 5:
Genesys Cloud CX recommends deploying Edges in an N+1 configuration. This configuration ensures that the system operates smoothly even if an active Edge fails or undergoes maintenance.
What does this N+1 configuration guarantee during such events?
A. The ability to place and receive both ACD and non-ACD calls.
B. The ability to place ACD and non-ACD calls, but not receive them.
C. The ability to receive ACD and non-ACD calls, but not place them.
D. The ability to place and receive ACD calls, but not handle non-ACD calls.
Correct Answer: A. The ability to place and receive both ACD and non-ACD calls.
Explanation:
In Genesys Cloud CX, the N+1 configuration refers to a fault-tolerant setup in which there is one backup Edge for every active Edge. Edges play a crucial role in connecting telephony services with the Genesys Cloud platform, handling tasks such as call routing and management. By employing an N+1 configuration, the system ensures that if one active Edge fails or is taken offline for maintenance, another standby Edge will automatically take over, preventing service disruptions.
This setup guarantees that both ACD (Automatic Call Distribution) and non-ACD calls can continue without issue. ACD calls are typically routed based on predefined rules, such as customer support or service queues, while non-ACD calls are more general, like internal communications. If one Edge fails, the backup Edge seamlessly handles all call traffic, ensuring continuous call placement and receipt, whether they are ACD-related or not.
The N+1 configuration is designed for high reliability, making sure that even during failures or maintenance, the system continues to operate as expected, thereby supporting business continuity.
Question No 6:
What exactly is Genesys Cloud CX Voice?
A. A third-party service that provides external phone trunks.
B. A help bot available within Genesys Cloud CX chat.
C. A different name for Genesys Cloud CX.
D. An internet-based telephony service that can be activated and used with Genesys Cloud CX.
Correct Answer: D. An internet-based telephony service that can be activated and used with Genesys Cloud CX.
Explanation:
Genesys Cloud CX Voice is an integrated, cloud-based telephony solution that enables businesses to handle voice interactions directly within the Genesys Cloud CX platform. Unlike traditional telephony systems that rely on physical phone lines, Genesys Cloud CX Voice allows organizations to manage voice communication through the cloud, making it a flexible and scalable option.
This feature is a key part of the platform, enabling companies to engage customers via phone, offering all the necessary functionalities for customer service and support. By leveraging the internet, Genesys Cloud CX Voice helps reduce reliance on on-premise systems, cuts down on infrastructure costs, and enhances the overall scalability of the organization.
In contrast to other options:
Option A is incorrect because Genesys Cloud CX Voice is not merely a service for providing external trunks; it is a full-fledged telephony system.
Option B is incorrect because Genesys Cloud CX offers various AI and chatbot features, but CX Voice specifically pertains to voice-based communication, not chatbots.
Option C is inaccurate since CX Voice is an essential component of Genesys Cloud CX but not a different name for the entire platform.
Thus, Genesys Cloud CX Voice plays a pivotal role in modernizing how organizations manage voice communication, moving away from traditional phone systems and integrating seamlessly with the cloud.
Question No 7:
What are the two ways to initiate a conference call in Genesys Cloud CX?
A. With multiple active calls, click and drag an unselected call onto the previously selected call details.
B. Click the Calls icon, expand the Dialpad, then enter the names or phone numbers of the attendees in the search area and click Start Conference.
C. Click the Conference button in Genesys Cloud CX directory, and then enter the names or phone numbers of the attendees.
D. Have all attendees call you. When all calls are active, click the Start Conference button.
Answer:
A. With multiple active calls, click and drag an unselected call onto the previously selected call details.
B. Click the Calls icon, expand the Dialpad, then enter the names or phone numbers of the attendees in the search area and click Start Conference.
Explanation:
Genesys Cloud CX offers different methods to initiate a conference call, allowing users to seamlessly manage multiple participants in one communication session. The two correct methods—A and B—highlight the flexibility and ease of initiating a conference within the platform.
Method A allows users to click and drag an unselected call onto the details of a previously selected call. This intuitive drag-and-drop feature merges multiple active calls into a single conference, streamlining the process when managing calls in the Genesys Cloud CX interface. This method is ideal when you have multiple calls on hold and want to quickly consolidate them into one ongoing discussion without additional dialing.
Method B involves clicking the Calls icon, expanding the Dialpad, and entering the names or phone numbers of the attendees. After entering the desired participants, the user clicks Start Conference to bring them all together into a conference call. This method provides more control and flexibility as it allows users to search for specific contacts by name or number before starting the conference.
In contrast, Method C is incorrect because the Conference button in the directory is not a valid method for initiating a conference call in Genesys Cloud CX. Method D is also incorrect as it requires manual dialing and does not leverage the platform's integrated features for efficient conference creation.
In conclusion, the two most effective ways to initiate a conference call are methods A and B, which utilize the system's built-in interface options for merging calls and adding participants.
Question No 8:
Which of the following statements about WebRTC phones is incorrect?
A. Genesys Cloud CX WebRTC phone operates directly in the browser.
B. A WebRTC phone has no additional hardware or software requirements, other than a supported browser.
C. A WebRTC phone is assigned to a specific user, and only that user has permission to use the phone.
D. A WebRTC phone can be used even when disconnected from the Cloud.
Answer: D. A WebRTC phone can be used even when disconnected from the Cloud.
Explanation:
WebRTC (Web Real-Time Communication) is a technology that allows voice, video, and data sharing directly through web browsers without needing plugins or additional software. This feature is central to platforms like Genesys Cloud CX, which uses WebRTC phones for seamless agent communication.
Let’s break down the options to identify the incorrect statement:
Option A is correct. The Genesys Cloud CX WebRTC phone operates directly in supported web browsers such as Google Chrome or Firefox. Agents can make and receive calls from within the browser without the need for any dedicated hardware or specialized software, making it highly accessible.
Option B is correct. WebRTC phones require no additional hardware or software installations, other than a compatible browser. As long as the user has a working microphone, speakers, and internet connection, the WebRTC phone can operate smoothly, providing a cost-effective solution for communication.
Option C is correct. A WebRTC phone in Genesys Cloud CX is assigned to a specific user profile, ensuring that only that user has access to the phone. This restriction ensures security and customization for individual agents, as the phone is tied to their identity within the system.
Option D is incorrect. WebRTC phones rely on a continuous internet connection and cloud infrastructure for real-time communication. If disconnected from the Cloud or the internet, the WebRTC phone will lose its functionality. The phone's operation is inherently tied to the cloud, and it cannot function offline, making this statement false.
WebRTC phones are a valuable tool in cloud-based contact centers, allowing agents to communicate directly through their browsers. However, they require continuous cloud connectivity to operate, making Option D the incorrect statement.
Question No 9:
Which of the following best describes the function of a queue in the Genesys Cloud environment?
A) A queue is used to hold calls, messages, or tasks that are waiting to be assigned to an agent.
B) A queue is a location for storing customer information during interactions.
C) A queue is a data storage system for incoming interactions.
D) A queue is a place for the supervisor to monitor agent performance.
Correct Answer:
A) A queue is used to hold calls, messages, or tasks that are waiting to be assigned to an agent.
Explanation:
In Genesys Cloud, a queue is a key component in the interaction management process. When an interaction (like a phone call, chat message, or task) is initiated, it is routed to the appropriate queue based on predefined routing strategies or rules. The queue holds these interactions until an available agent is assigned to handle the interaction.
A is the correct answer because it accurately describes the purpose of a queue within Genesys Cloud. It is a temporary holding place for interactions before they are routed to agents who are available to assist.
B refers to customer information, which is typically handled in a customer data storage system, not in a queue.
C describes a data storage system but doesn’t accurately reflect the function of a queue.
D is incorrect because supervisors monitor agent performance via dashboards or reporting tools, not through a queue.
In the context of Genesys Cloud, understanding the concept of queues is essential, as you need to configure and manage how different types of interactions are routed and held for agents. The exam will likely test your knowledge of routing strategies, queues, and other foundational concepts like skills-based routing and automated task distribution.
Question No 10:
In Genesys Cloud, which feature allows the platform to direct incoming interactions to agents based on their expertise or availability?
A) Call Recording
B) Skills-based Routing
C) Predictive Dialing
D) Queue Assignment Rules
Correct Answer: B) Skills-based Routing
Explanation:
Skills-based Routing is a powerful feature within Genesys Cloud that directs incoming interactions to agents based on the skills they possess and their availability. For example, if a customer needs assistance with a technical issue, the system can route the call to an agent with the appropriate technical support skills.
B is correct because Skills-based Routing helps ensure that interactions are handled by agents who have the necessary knowledge or training to assist the customer effectively. It can be configured by assigning different skill sets to agents and then creating routing rules that match those skills to the needs of the incoming interactions.
A, Call Recording, is used for capturing and storing audio or screen interactions for quality assurance and compliance purposes, but it does not play a role in routing.
C, Predictive Dialing, is a dialing strategy used in outbound call centers to predict when agents will be available and automatically dial the next customer, reducing downtime. This is more related to outbound call management than routing inbound interactions.
D, Queue Assignment Rules, dictate how interactions are assigned to queues rather than agents, although they can play a role in the overall routing strategy.
In practice, Skills-based Routing is crucial for improving customer satisfaction and first-call resolution rates. By efficiently matching interactions with the most qualified agent, organizations can enhance the effectiveness of their contact center.
Question No 11:
Which of the following is used to measure the performance of an agent in Genesys Cloud?
A) Interaction Analytics
B) Workforce Management
C) Quality Management
D) Agent Performance Dashboard
Correct Answer: D) Agent Performance Dashboard
Explanation:
The Agent Performance Dashboard is a feature in Genesys Cloud that provides real-time data and metrics on the performance of agents. It helps supervisors monitor key performance indicators (KPIs) such as call handling time, number of interactions handled, and customer satisfaction scores. This dashboard provides an overview of how individual agents are performing within the contact center environment.
D is correct because the Agent Performance Dashboard is specifically designed to provide detailed insights into agent performance, making it easier for supervisors to track their effectiveness and productivity.
A, Interaction Analytics, is typically used to analyze customer interactions across channels (voice, chat, email) for trends, sentiment, and insights, but it doesn't specifically focus on agent performance.
B, Workforce Management, refers to tools used to forecast, schedule, and manage agent shifts and availability. It’s not directly used to measure agent performance.
C, Quality Management, includes tools for evaluating interactions for quality assurance purposes, but it is separate from the real-time agent performance metrics provided by the Agent Performance Dashboard.
On the GCP-GCX exam, you will need to be familiar with how performance is measured and tracked in Genesys Cloud. This includes using agent dashboards, real-time monitoring, and reporting tools to assess agent productivity and customer service quality.
These practice questions touch on core topics for the Genesys GCP-GCX exam, such as interaction management, skills-based routing, and agent performance monitoring. Understanding these features in Genesys Cloud is critical for a successful certification exam.
