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Huawei H21-287_V1.0 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| AICC Product Knowledge | 30% | - Integration with third-party systems (CRM, billing, etc.) - UAP (Unified Agent Platform) features and specifications - ICD (Intelligent Call Distributor) principles and functions - CTI, IVR, recording and other core modules |
| AICC Solution Design | 25% | - Capacity planning and network design - Requirement analysis and solution planning - Security and compliance considerations - High availability and disaster recovery design |
| Presales Capability and Case Analysis | 25% | - Common questions and solutions - Competitive analysis and differentiation - Solution proposal and quotation preparation - Typical project cases and best practices |
| AICC Solution Overview | 20% | - Basic concepts and positioning of AICC - Typical application scenarios and value - Architecture and components of AICC solution |
Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions:
Which AICC feature allows a supervisor to "whisper" to an agent during a live call (provide coaching that the customer cannot hear)?
- A. Silent Monitoring
- B. Call Coaching (Whisper)
- C. Call Recording
- D. Call Barging
Which AICC feature directly supports the business goal of increasing revenue through cross-selling?
- A. Real-time wallboard displays for supervisors.
- B. Automated callbacks to reduce wait times.
- C. CRM integration with screen pops that include product recommendations and customer history.
- D. After-call work (ACW) state for wrapping up the call.
Which AICC component is responsible for generating Call Detail Records (CDRs) that are used for billing and reporting?
- A. CTI Server
- B. Media Server
- C. IVR System
- D. UAP Client
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)
What is the purpose of a "keepalive" mechanism in the SIP protocol between the AICC system and a SIP trunk provider?
- A. To synchronize the clocks between the two systems.
- B. To transfer call control signals.
- C. To ensure the audio quality remains high.
- D. To maintain NAT traversal and detect connection failure quickly.
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