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Huawei H21-287_V1.0 Exam Syllabus Topics:

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

1. Which AICC reporting feature would be used to analyze the root cause of a sudden spike in abandoned calls?

A) Real-Time Wallboard.
B) Historical Agent Performance Report.
C) System Health Dashboard.
D) Call Detail Record (CDR) analysis with filters for queue, time, and disposition.

2. What is the ultimate goal of a well-designed AICC solution from a business perspective?

A) To enhance customer experience, improve operational efficiency, and drive business growth.
B) To eliminate the need for a CRM system.
C) To reduce the number of agents employed.
D) To have the most advanced technology.

3. In the context of SIP trunks, what is "DID" (Direct Inward Dialing)?

A) A method for agent authentication.
B) A protocol for video calls.
C) A range of telephone numbers that are routed to the AICC system over the SIP trunk.
D) A type of audio codec.

4. When configuring a SIP trunk between the AICC solution and an ITSP (Internet Telephony Service Provider), which SIP message is sent by the AICC system to initiate a call?

A) BYE
B) ACK
C) INVITE
D) 200 OK

5. Which AICC component would be responsible for executing a complex business rule such as: "If a customer is a 'Gold' member and their call wait time exceeds 30 seconds, automatically create a callback request and place them back in the queue with a high priority"?

A) The CMS reporting module for historical analysis.
B) The IVR system for collecting the member level.
C) The CTI server for monitoring wait time.
D) The Workflow Engine, which can interact with the ICD and CRM.

Solutions: