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Huawei H21-287_V1.0 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Operation, Maintenance and Optimization | - Performance optimization principles - System monitoring and troubleshooting |
| Presales Service Process | - Customer requirement analysis - Solution positioning and design |
| AI Contact Center (AICC) Solution Overview | - AICC architecture and components - Core value and industry scenarios |
| AICC Solution Design and Deployment | - Integration with enterprise systems - System deployment architecture |
Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions:
When designing an AICC solution that must integrate with both legacy TDM systems and modern SIP trunks, which component serves as the critical intermediary for protocol translation and media conversion?
- A. Session Border Controller (SBC)
- B. CTI Server
- C. ICD Router
- D. VoIP Gateway with both TDM and SIP interfaces
Correct Answer: D 🗳️
Which AICC reporting capability would be used to track the path of a customer interaction that started as a web chat, was escalated to a voice call, and then followed up by an email?
- A. The real-time wallboard.
- B. A separate report for each channel.
- C. The agent performance report.
- D. An Omni-channel Interaction Journey Report
Correct Answer: D 🗳️
When calculating the bandwidth requirements for a remote AICC agent working from home, which factor is most critical beyond the voice codec itself?
- A. The operating system of the agent's computer.
- B. The brand of the agent's headset.
- C. The time of day the agent works.
- D. The overhead of VPN tunneling and the potential for packet loss on the home internet connection.
Correct Answer: D 🗳️
The UAP (Unified Agent Platform) can be deployed as a web-based application, allowing agents to log in from a standard browser without installing thick client software.
- A. True
- B. False
Correct Answer: A 🗳️
Which AICC capability is essential for supporting customers with disabilities, such as hearing impairments?
- A. Video call functionality.
- B. High-quality audio codecs.
- C. TTY/TDD (Teletypewriter/Telecommunications Device for the Deaf) support.
- D. Silent monitoring.
Correct Answer: C 🗳️
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