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Huawei H21-287_V1.0 Exam Syllabus Topics:

Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions:

Question 1

In a multi-channel interaction, what is the "context" that needs to be preserved when switching channels?

A. The customer's identity, previous interaction history, and the current state of their issue.
B. The agent's login information.
C. The network IP address of the customer's device.
D. The time of day the interaction started.

Question 2

When migrating from a legacy TDM-based PBX/ACD to an all-IP AICC solution, what is the purpose of a VoIP Gateway in the initial phased cut-over plan?

A. To provide a temporary bridge, allowing IP-based AICC agents to interact with the legacy TDM trunks and queues.
B. To replace the existing ACD immediately.
C. To act as the new CTI server.
D. To convert analog agent phones to IP phones.

Question 3

What does the term "codec" refer to in the context of AICC voice communications?

A. A type of database used for storing recordings.
B. A protocol for call control.
C. A device for connecting to the PSTN.
D. An algorithm that compresses and decompresses digital audio data.

Question 4

What is the primary risk of setting an overly aggressive "dialing ratio" in a predictive outbound campaign?

A. Lower connection rates.
B. A high number of abandoned calls, leading to compliance issues and customer dissatisfaction.
C. Decreased call quality.
D. Increased agent idle time.

Question 5

In a capacity planning scenario, if the average handle time is 5 minutes and you receive 240 calls in a 2-hour period, what is the offered traffic in Erlangs?(Formula: Erlangs = (Number of calls * AHT in hours) / Period in hours)

A. 5 Erlangs
B. 10 Erlangs
C. 20 Erlangs
D. 1200 Erlangs

Solutions: