ICCE Study Guide Questions and Correct Answers 2025 Update

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ICCE Study Guide | Q&A Latest 2025/2026 | 100% PASS What are a few of the capabilities of the PureConnect system? - Answer -IP PBX infrastructure, ACD routing of interactions, management of phones via auto provisioning, utilization of other add-ons can can give you workgforce management abilities and optimizations. Fax / email / chat routing and management. IVR functionality and custom handlers Define and explain the purpose of the notifier system - Answer -It acts as the communication hub between all the other subsystems. Define and explain the purpose of the interaction processor subsystem Answer -It tells the system have to behave when an event occurs. It controls the execution of handlers. Define and explain the purpose of the telephony services subsystem. Answer -It is the only component that communicates directly with hardware. It allows IC to detect telephony events What is a queue? - Answer -A container for interactions that can be processed What are the two types of queues? - Answer -System and nonsystem What is an example of a non-system queue? - Answer -Workgroup, station, or user What is an example of a system queue? - Answer -System provided queue for emails