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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.) - CTI, IVR, recording and other core modules - UAP (Unified Agent Platform) features and specifications - ICD (Intelligent Call Distributor) principles and functions |
| AICC Solution Overview | 20% | - Architecture and components of AICC solution - Typical application scenarios and value - Basic concepts and positioning of AICC |
| 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 Design | 25% | - Requirement analysis and solution planning - Capacity planning and network design - Security and compliance considerations - High availability and disaster recovery design |
Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions:
1. For a outbound collections campaign, which dialing mode provides the best balance between compliance (avoiding harassing calls) and agent efficiency by presenting the customer information before the call is placed?
A) Preview Dialing
B) Power Dialing
C) Predictive Dialing
D) Progressive Dialing
2. Which AICC feature is designed to prevent an agent from being overwhelmed by automatically limiting the number of simultaneous interactions they receive?
A) Workload Management within the ICD.
B) The "Do Not Disturb" button on the UAP.
C) The call recording system.
D) The IVR self-service menu.
3. In the context of AICC, what does "ACD" stand for?
A) Audio Codec Device
B) Automated Call Director
C) Agent Call Desk
D) Automatic Call Distributor
4. What is the primary function of a "Media Server" in a modern, SIP-based AICC architecture?
A) To perform ICD routing decisions.
B) To route SIP signaling messages.
C) To handle media processing, including playing prompts, recording audio, and mixing conferences.
D) To store customer data.
5. In a capacity planning exercise, if the offered traffic is 20 Erlangs and the target Grade of Service (GoS) is P.
01, what does the Erlang B table tell you?
A) You need a number of trunks such that only 1% of calls will be blocked.
B) You need 20 agents to handle the load.
C) The average call duration is 1 minute.
D) The average speed of answer will be 20 seconds.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: A |
