Free GCP-GC-IMP Practice Test Questions and Answers (2026)

IP Phone Templates in Genesys Cloud are specifically designed to create a common set of configuration settings that can be reused. Administrators can define a template with specific parameters and then apply that template to multiple phones of the same make and model. This ensures that all designated phones are deployed with a consistent and standardized configuration, simplifying large-scale phone management and deployment.

A. Managed IP Phones: This term describes a category of phones that are configured and provisioned by Genesys Cloud, rather than the specific configuration tool used to apply settings.
C. Base Settings: This configuration defines the fundamental properties of a phone, such as its make, model, and firmware version, but it is the template that applies the detailed, customizable settings.
D. Default Station configuration: This is not a specific Genesys Cloud feature for applying standardized hardware settings. Station configuration pertains to the logical endpoint, not a hardware-specific template.

1. Genesys Cloud Resource Center, "Create a phone template."

Section: Overview

Content: "You can create a phone template with a common set of configuration settings and then apply that template to multiple phones of the same make and model. By using a phone template, you can quickly and easily configure multiple phones with the same settings." This directly supports the use of templates for deploying phones with the same settings.

2. Genesys Cloud Resource Center, "Phones and devices overview."

Section: Phone configuration

Content: This section outlines the hierarchy of phone configuration, stating that a phone uses settings from its individual configuration, its assigned template, and the base settings. It clarifies that templates are a key part of applying a standardized configuration layer.

In Genesys Cloud, a Phone trunk is the specific type of trunk configured to connect managed hardware SIP phones, such as those manufactured by AudioCodes. This trunk is created under the Phone Management administrative section and defines the necessary SIP configuration, settings, and protocols that allow these physical devices to register with and communicate through the Genesys Cloud platform. It is distinct from trunks used for carrier connectivity.

A. WebRTC phone trunk: This is incorrect. WebRTC trunks are used for Genesys Cloud's browser-based softphones, not for external hardware SIP phones like AudioCodes.
C. External trunk: This is incorrect. In Genesys Cloud, "External Trunks" are configured to connect to third-party entities like PSTN carriers (BYOC Cloud/Premises) or other PBX systems, not for managing individual phones.
D. Network interface trunk: This is incorrect. "Network interface trunk" is not a valid or recognized trunk configuration type within the Genesys Cloud platform for telephony purposes.

1. Genesys Cloud CX Resource Center, "About phone trunks":

Reference: "A phone trunk provides a connection between your managed phones and Genesys Cloud. You create and configure a phone trunk with the settings that your phones need to interact with Genesys Cloud." This document explicitly differentiates phone trunks from external trunks used for carriers.

Location: Genesys Cloud CX Resource Center > Voice > Phones > Trunks > About phone trunks.

2. Genesys Cloud CX Resource Center, "Create a phone trunk":

Reference: The step-by-step guide for creating a trunk for managed phones is titled "Create a phone trunk." The procedure involves navigating to Admin > Telephony > Phone Management > Trunks tab and is a prerequisite for configuring managed phones like AudioCodes.

Location: Genesys Cloud CX Resource Center > Voice > Phones > Trunks > Create a phone trunk.

According to the official Genesys Cloud CX documentation, call routing provides five primary categories for directing an incoming call. When configuring an entry within a call route, you can specify routing to one of these distinct destination types: a person (user), a voicemail box, an external phone number, a queue (for ACD), or an Interactive Voice Response (IVR) flow built in Architect. These five options represent the fundamental categories of call handling and termination points available in the platform's call routing logic.

B. 4: This is incorrect as it omits one of the five primary routing destination categories outlined in the Genesys Cloud CX documentation.
C. 3: This count is too low. While one might conceptually group routing into fewer high-level types (e.g., ACD, Direct, IVR), the documentation specifies five distinct destination categories.
D. 2: This is significantly incorrect and does not accurately represent the range of routing options available for a call route in Genesys Cloud CX. ---

1. Genesys Cloud CX Resource Center, "Call routing overview," Article ID: 13532.

Reference Section: In the main descriptive paragraph, the document states: "Call routing tells Genesys Cloud what to do with an incoming call. You can route calls to a person, a voicemail, a phone number, a queue, or an IVR." This sentence explicitly lists five distinct routing categories.

The most secure and administratively sound procedure for offboarding a user in Genesys Cloud is to first deactivate their account. Deactivation immediately revokes all login privileges and access tokens, effectively securing the system from the former user. It also releases the user's license for reallocation. The practice of waiting for a period, such as 30 days, before permanent deletion allows for an orderly transition, ensuring that any necessary data (call recordings, interaction history) associated with the user can be audited or transferred before it is permanently disassociated upon deletion. This two-step process balances immediate security with data retention best practices.

A. Resetting the user’s password is an insufficient security measure as it does not revoke active sessions or API tokens and leaves the account enabled.
B. Renaming the user account is an administrative action that has no effect on the user's access rights or security status.
D. Creating a role for former users and leaving the account active is a poor security practice; the account remains a potential vulnerability and continues to consume a license.

1. Genesys Cloud Resource Center, "Deactivate or reactivate a user." This document states, "When you deactivate a user, the user can no longer log in to Genesys Cloud... Deactivating a user frees a license for another user." This supports the first and most critical step in option C for immediate security.

2. Genesys Cloud Resource Center, "Delete a user." This article clarifies the finality of deletion and implicitly recommends deactivation as a less permanent alternative. It states, "When you delete a user, Genesys Cloud permanently removes the user from your organization... Before you delete a user, consider deactivating the user instead. When you deactivate a user, the user can no longer log in to Genesys Cloud, but the user’s data remains in the system." This supports the two-phase approach of deactivating first, then deleting after a consideration period.

When a video call is initiated in a Genesys Cloud chat room, a video meeting interface is launched. For all individuals to participate, including the initiator, they must each take an explicit action within this video interface. After the initial click to start or join the call from the chat room, each user is presented with a preview screen. On this screen, they can configure their camera and microphone settings and must then click the "Join" button to formally enter the live video session. This step is required for every participant.

A. Other participants clicking the "Open video call" icon would attempt to start new, separate video calls, not join the one already in progress.
C. This is incomplete. While non-initiators click a "Join" button in the chat view, all participants, including the initiator, must complete a final "Join" action in the video view.
D. Joining a video call is an explicit user action. Participants are never automatically placed into a video session upon entering a chat room.

1. Genesys Cloud CX Resource Center, "Video meetings overview." This document describes the standard user experience for joining any video meeting. It shows a pre-join screen where users configure their devices and states, "When you join a video meeting, you can configure your camera and microphone settings before you enter the meeting." A prominent "Join Meeting" button is displayed, which must be clicked to enter. This applies to all participants, regardless of how they accessed the meeting link or notification.

2. Genesys Cloud CX Resource Center, "Start a video chat in a chat room." This article details the initiation process. The initiator clicks the Video icon to start the process, which leads to the video meeting interface. It also notes, "To join the video chat, other members of the room click Join." This initial "Join" button in the chat banner for other users also directs them to the same video meeting interface where the final join action described in the "Video meetings overview" must be completed.

The Genesys Cloud CX platform's Documents feature allows users to select and upload multiple files simultaneously into a workspace. When a user initiates an upload, the system's file selection dialog box enables the selection of more than one file at a time, streamlining the process of adding content to a workspace.

The "False" option is incorrect because the user interface for uploading documents to a Genesys Cloud CX workspace explicitly supports multi-file selection. Limiting users to single-file uploads would be inefficient and is contrary to the documented functionality of the platform.

1. Genesys Cloud CX Resource Center, "Upload a document to a workspace".

Section/Step: Procedure, Step 4.

Content: "In the Upload Documents dialog box, click Select Files. Navigate to and select the files you want to upload. You can select multiple files." This directly confirms the capability.

2. Genesys Cloud CX Resource Center, "About documents".

Section: Overview.

Content: This document describes the feature as a content management system for workspaces, which inherently supports efficient management tasks like bulk uploads. It states, "With documents, you can upload and manage files in a workspace." The management of "files" (plural) implies support for operations on multiple items.

The statement is correct. Genesys Cloud Platform provides several hierarchical methods to set and override the Calling Name and Address (Caller ID) for outbound calls. While a default Calling Name and Address can be configured at the external trunk level, this setting can be superseded by more specific configurations within Architect flows, Outbound Dialing campaigns, or even at the individual user/station level. This allows for dynamic and context-sensitive presentation of caller ID information based on the specific business need or call scenario.

The "False" option is incorrect because the Calling Name and Address are not static values. The platform is explicitly designed to allow these attributes to be overridden at multiple points in the call-handling process, providing essential flexibility for contact center operations.

1. Genesys Cloud Resource Center, "External trunk settings": In the documentation for configuring an external trunk, under the "Calling" tab section, it describes the "Calling Address" and "Calling Name" fields. The help text explicitly states, "This value can be overridden in other places, for example, in an Architect flow." This directly confirms that the trunk-level setting is a default that can be overridden.

2. Genesys Cloud Resource Center, "Set the caller ID for outbound calls": This article provides an overview of how caller ID is managed. It states, "You can override the default caller ID number for outbound calls made from Architect call flows." It details the hierarchy of settings, confirming that Architect flows can override trunk and site-level configurations.

3. Genesys Cloud Resource Center, "Bridge action": The documentation for the "Bridge" action within Architect shows configurable fields for "Caller ID Address" and "Caller ID Name". The description for these fields indicates their purpose is to "Specify the phone number/name to use as the caller ID for the outbound call," which is a direct mechanism for overriding any pre-existing defaults for that specific call transfer.

4. Genesys Cloud Resource Center, "Create a new campaign": In the configuration settings for an Outbound Dialing campaign, there are specific fields for "Caller Name" and "Caller Number". The documentation explains that these fields are used to "Enter the name/number to display as the caller ID for this campaign." This demonstrates another level where the default trunk Calling Name and Address are overridden for a specific purpose.

Genesys Cloud CX is designed to support complex telephony environments, which includes the ability to configure multiple outbound routes. This functionality allows an organization to direct outbound calls through different trunks based on various criteria, such as the dialed number pattern (for example, routing international calls through one carrier and local calls through another), cost optimization, or for redundancy and failover purposes. The system evaluates these configured routes in a specific order of priority to select the appropriate path for an outbound call.

The "False" option is incorrect because limiting a contact center to a single outbound route would severely restrict its ability to manage outbound calling efficiently and cost-effectively. Modern contact center platforms require the flexibility to handle diverse calling scenarios, which necessitates the use of multiple, conditional outbound routes.

1. Genesys Cloud CX Resource Center, "About outbound routing." This document explains the core concept: "Outbound routing allows you to route outbound calls through a specific trunk based on a combination of a phone number and an outbound route... Genesys Cloud evaluates the outbound routes in order from top to bottom." The concept of evaluating routes "in order" inherently implies the existence of more than one route.

2. Genesys Cloud CX Resource Center, "Outbound routes page." This page describes the user interface for managing outbound routes, stating, "The Outbound Routes page displays a list of all outbound routes that have been configured for your organization." The interface is explicitly designed to display a "list" of routes, confirming that multiple entries are supported.

3. Genesys Cloud CX Resource Center, "Create an outbound route." This article provides a step-by-step procedure for adding a new outbound route to the system. The existence of a process to "create" and add a route to the configuration confirms that the system is not limited to a single, predefined route.

The statement is true due to two primary factors: the underlying transport costs and operational efficiency. First, instant messaging leverages data networks (IP-based), where the cost per message is typically negligible and often bundled into overall data or platform subscription fees. In contrast, long-distance phone conversations, particularly those terminating on the Public Switched Telephone Network (PSTN), incur per-minute carrier charges that accumulate over the duration of the call. Second, from an operational standpoint in a contact center environment, a single agent can manage multiple concurrent messaging conversations, whereas a voice call requires an agent's dedicated, one-to-one attention. This ability to handle interactions in parallel significantly lowers the effective labor cost per interaction for messaging compared to voice.

The alternative, "False," is incorrect. It would imply that instant messaging costs are comparable to or greater than long-distance calls. This contradicts the fundamental cost structures of both IP-based data transmission and traditional telephony, as well as the established operational efficiencies gained in contact centers by shifting interactions from synchronous voice to asynchronous or concurrent digital channels. While specific pricing plans can vary, the general economic and operational model overwhelmingly favors messaging as the lower-cost channel.

1. Genesys Official Documentation: In the whitepaper "The Business Case for Asynchronous Messaging," Genesys outlines the economic benefits of messaging. It states, "Because conversations are asynchronous, agents can handle multiple customers at the same time... This increases agent productivity and reduces the cost per interaction." This directly supports the operational efficiency argument that lowers overall costs.

Source: Genesys. (2022). The Business Case for Asynchronous Messaging. Whitepaper, Page 4, Section: "Reduce Costs."

2. Genesys Official Documentation: The Genesys Cloud CX pricing model inherently demonstrates this cost difference. Voice services (Genesys Cloud CX Voice) are billed on a per-minute basis for PSTN usage, with rates varying by country. In contrast, digital channels like web messaging are typically included in the per-user license fee, and carrier-dependent messages (SMS) are billed at a low, flat rate per message segment. A multi-minute phone call will almost invariably cost more in direct carrier fees than a messaging conversation of equivalent substance.

Source: Genesys Cloud CX Resource Center. "Genesys Cloud CX Voice pricing" and "SMS pricing" articles. A direct comparison of the rate tables in these documents confirms the significant cost differential.

3. Academic Publication/Industry Research: Research on contact center operations consistently validates the lower cost-to-serve of digital channels. A study by The Aberdeen Group, a peer-respected technology and market research firm, found that the average cost per interaction for a voice call was significantly higher than for a chat or messaging interaction. This is a widely accepted benchmark in the industry.

Source: The Aberdeen Group. (2019). The ROI of Digital Customer Service. Research Report. The report quantifies the cost per contact across channels, showing voice as the most expensive real-time channel. For example, data from such reports often places the cost of a voice call at several dollars, while a chat or messaging session costs significantly less.

In the Genesys Cloud CX user interface, the active call controls include a Microphone icon. This button functions as a toggle to mute or unmute the agent's audio input. When clicked, the agent's microphone is muted, preventing the connected party from hearing them. A visual indicator, typically a slash through the icon, confirms the muted state. This is the standard and direct control for managing the agent's microphone during a call.

B. Vertical bars: This icon typically represents the WebRTC connection status or network quality, not a call control function like mute.
C. Dialpad: This button is used to open a numeric keypad for sending DTMF (Dual-Tone Multi-Frequency) tones, for example, to navigate an IVR menu.
D. Drop-down arrow: This is a generic UI element that usually reveals a menu of additional actions, such as secure pause or transfer options, not the primary mute button.
E. Phone with down arrow: This icon represents the "Disconnect" or "End Call" function, which terminates the ongoing interaction.

1. Genesys Cloud CX Resource Center, "Calls panel": In the section "Active call controls," the documentation explicitly lists and describes the "Mute" button, which is represented by a microphone icon. It states, "Mute: Mute your microphone so that the other person on the call cannot hear you."

2. Genesys Cloud CX Resource Center, "Genesys Cloud CX agent UI overview": Under the "Interactions panel" description, screenshots and explanations of active call controls consistently show the microphone icon as the designated control for the mute/unmute function.