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Huawei H21-287_V1.0 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| AICC Solution Overview | 20% | - Basic concepts and positioning of AICC - Typical application scenarios and value - Architecture and components of AICC solution |
| Presales Capability and Case Analysis | 25% | - Common questions and solutions - Solution proposal and quotation preparation - Typical project cases and best practices - Competitive analysis and differentiation |
| AICC Product Knowledge | 30% | - ICD (Intelligent Call Distributor) principles and functions - CTI, IVR, recording and other core modules - UAP (Unified Agent Platform) features and specifications - Integration with third-party systems (CRM, billing, etc.) |
| AICC Solution Design | 25% | - Security and compliance considerations - Capacity planning and network design - Requirement analysis and solution planning - High availability and disaster recovery design |
Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions:
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 act as the new CTI server.
- B. To provide a temporary bridge, allowing IP-based AICC agents to interact with the legacy TDM trunks and queues.
- C. To replace the existing ACD immediately.
- D. To convert analog agent phones to IP phones.
Correct Answer: B 🗳️
Which factor has the greatest impact on the accuracy of a speech recognition (ASR) engine in the IVR?
- A. The time of day.
- B. The brand of the media server.
- C. The volume of the caller's voice.
- D. The quality and clarity of the audio signal and the use of a well-tuned language model.
Correct Answer: D 🗳️
Which AICC feature allows a supervisor to "whisper" to an agent during a live call (provide coaching that the customer cannot hear)?
- A. Call Coaching (Whisper)
- B. Silent Monitoring
- C. Call Barging
- D. Call Recording
Correct Answer: A 🗳️
When deploying AICC in a virtualized environment (e.g., VMware), which resource is often the most critical bottleneck for IVR media servers, directly impacting the number of concurrent ports supported?
- A. RAM Allocation
- B. Network Bandwidth
- C. CPU Clock Speed
- D. Disk I/O (Input/Output Operations)
Correct Answer: C 🗳️
Which AICC reporting metric is calculated as (Number of Calls Answered Within Threshold) / (Total Calls Offered) * 100?
- A. Agent Utilization
- B. Abandonment Rate
- C. Service Level (%)
- D. Average Speed of Answer
Correct Answer: C 🗳️
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