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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

What is the primary benefit of using a "hybrid" AICC deployment model (combining on-premises and cloud components)?

A. It is the simplest to manage.
B. It allows the customer to keep sensitive data on-premises while leveraging cloud scalability for variable workloads.
C. It is always the cheapest option.
D. It does not require an internet connection.

Question 3

Which AICC feature allows a supervisor to "whisper" to an agent during a live call (provide coaching that the customer cannot hear)?

A. Call Recording
B. Call Barging
C. Call Coaching (Whisper)
D. Silent Monitoring

Question 4

What is the key difference between "G.711" and "G.729" audio codecs?

A. G.729 is the standard for video calls, while G.711 is for audio only.
B. G.711 is used for recording, and G.729 is used for live calls.
C. There is no significant difference.
D. G.711 provides higher audio quality but uses more bandwidth, while G.729 uses less bandwidth with slightly lower quality.

Question 5

What is the primary purpose of a "network diagram" in an AICC proposal or design document?

A. To describe the IVR menu flow.
B. To show the organizational structure of the contact center.
C. To illustrate the physical and logical connections between all components, including firewalls, routers, and servers.
D. To list the phone numbers for the contact center.

Solutions: