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Huawei H21-287_V1.0 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| AICC Solution Overview | 20% | - Architecture and components of AICC solution - Basic concepts and positioning of AICC - Typical application scenarios and value |
| AICC Product Knowledge | 30% | - ICD (Intelligent Call Distributor) principles and functions - UAP (Unified Agent Platform) features and specifications - Integration with third-party systems (CRM, billing, etc.) - CTI, IVR, recording and other core modules |
| Presales Capability and Case Analysis | 25% | - Common questions and solutions - Solution proposal and quotation preparation - Competitive analysis and differentiation - Typical project cases and best practices |
| AICC Solution Design | 25% | - Security and compliance considerations - High availability and disaster recovery design - Capacity planning and network design - Requirement analysis and solution planning |
Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions:
Which AICC feature is designed to prevent an agent from being overwhelmed by automatically limiting the number of simultaneous interactions they receive?
- A. Workload Management within the ICD.
- B. The IVR self-service menu.
- C. The "Do Not Disturb" button on the UAP.
- D. The call recording system.
Correct Answer: A 🗳️
What is the key difference between "G.711" and "G.729" audio codecs?
- A. There is no significant difference.
- B. G.711 is used for recording, and G.729 is used for live calls.
- C. G.711 provides higher audio quality but uses more bandwidth, while G.729 uses less bandwidth with slightly lower quality.
- D. G.729 is the standard for video calls, while G.711 is for audio only.
Correct Answer: C 🗳️
What is the ultimate goal of a well-designed AICC solution from a business perspective?
- A. To eliminate the need for a CRM system.
- B. To reduce the number of agents employed.
- C. To have the most advanced technology.
- D. To enhance customer experience, improve operational efficiency, and drive business growth.
Correct Answer: D 🗳️
In a SIP-based AICC system, what is the purpose of the "SIP REGISTER" message?
- A. To indicate that a call has been answered.
- B. To allow a SIP endpoint (like an IP phone) to inform the SIP server of its current network location.
- C. To initiate a new call.
- D. To transfer a call to another extension.
Correct Answer: B 🗳️
What is the primary security concern associated with remote agents using softphones on their personal computers?
- A. The operating system version on the computer.
- B. The speed of the agent's home internet connection.
- C. The potential for malware on the computer to intercept voice data or keylogs.
- D. The quality of the agent's headset.
Correct Answer: C 🗳️
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