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Huawei H21-287_V1.0 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| AICC Solution Design | 25% | - Security and compliance considerations - High availability and disaster recovery design - Requirement analysis and solution planning - Capacity planning and network design |
| AICC Product Knowledge | 30% | - CTI, IVR, recording and other core modules - ICD (Intelligent Call Distributor) principles and functions - UAP (Unified Agent Platform) features and specifications - Integration with third-party systems (CRM, billing, etc.) |
| Presales Capability and Case Analysis | 25% | - Typical project cases and best practices - Competitive analysis and differentiation - Solution proposal and quotation preparation - Common questions and solutions |
| AICC Solution Overview | 20% | - Architecture and components of AICC solution - Basic concepts and positioning of AICC - Typical application scenarios and value |
Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions:
When configuring the AICC system for a blended contact center (agents handling both inbound and outbound calls), what feature prevents an agent from receiving an inbound call while they are already on an outbound call?
- A. The IVR menu.
- B. The network firewall.
- C. The call recording system.
- D. Agent State Management (e.g., setting the agent to "busy" on outbound calls).
Correct Answer: D 🗳️
What is the main technical challenge when implementing "Video Chat" within the AICC UAP compared to traditional voice calls?
- A. Video calls cannot be recorded.
- B. Video requires significantly more network bandwidth and processing power on both the agent and customer devices.
- C. The ICD cannot route video interactions.
- D. Video cannot be integrated with the CRM.
Correct Answer: B 🗳️
In the context of SIP trunks, what is "DID" (Direct Inward Dialing)?
- A. A protocol for video calls.
- B. A range of telephone numbers that are routed to the AICC system over the SIP trunk.
- C. A method for agent authentication.
- D. A type of audio codec.
Correct Answer: B 🗳️
Which AICC feature directly supports the business goal of increasing revenue through cross-selling?
- A. Real-time wallboard displays for supervisors.
- B. CRM integration with screen pops that include product recommendations and customer history.
- C. After-call work (ACW) state for wrapping up the call.
- D. Automated callbacks to reduce wait times.
Correct Answer: B 🗳️
In a Huawei AICC solution, the CTI (Computer Telephony Integration) server is responsible for the text-to- speech (TTS) conversion played in the IVR.
- A. False
- B. True
Correct Answer: A 🗳️
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