What are two mandatory ICM AW configurations to get the PCS working properly? (Choose two.)

What are two mandatory ICM AW configurations to get the PCS working properly? (Choose two.)
A . Configure the Survey DN, CT and associate with the Survey routing script.
B . Set iser.microapp.isPostCallSurvev’ to y after either the label node or the Queue to Skillgroup/PQ node in the initial incoming DN routing script logic.
C . Set "user.microapp.isPostCallSurvey” to n before either the label node or the Queue to Skillgroup/PQ node in the initial incoming DN routing script logic.
D . Create a new call type for Post Call Survey, map incoming dialed number to a survey dialed number pattern, and associates the survey dialed number patterns to the survey call type.
E . Create a new call type for Post Call Survey, map survey dialed number pattern to the incoming dialed number, and associate the incoming dialed number patterns to the survey call type.

View Answer

Answer: A, D

Explanation:

When you configure the PCS (Post Call Survey) function in ICM (Intelligent Contact Management), you must make specific configurations to ensure that it works correctly. Option A refers to the need to configure the dial number and call type for the survey and associate it with a specific survey routing script so that when the survey is triggered, the system knows how to handle those survey calls. Option D involves creating a new call type specifically for post-call surveys, then mapping the caller’s dial number to a preset survey dialing number pattern and associating this pattern to the newly created survey call type. These steps ensure that the investigation can be properly triggered and executed after the call ends.