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Huawei H21-287_V1.0 Exam Syllabus Topics:

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

1. When proposing an AICC solution to replace a legacy system, which non-functional requirement is often the most difficult and costly to meet for a large, established contact center?

A) The color scheme of the agent desktop.
B) The support for a specific language.
C) The integration with a multitude of existing backend systems (CRM, ERP, etc.).
D) The ability to make outbound calls.

2. When designing an AICC solution for a global enterprise, which factor is most important for ensuring consistent service levels across all regions?

A) Using a single, global SIP trunk provider.
B) Forcing all agents to work in the same time zone.
C) Centralized management and monitoring with localized configuration where needed.
D) Using the same hardware in every data center.

3. What is the primary technical reason for implementing a "geographically redundant" AICC solution with components in different data centers?

A) To reduce bandwidth costs by load-balancing traffic.
B) To meet different data retention laws in each region.
C) To improve voice quality by reducing latency for agents in different regions.
D) To protect against a complete site failure, such as a natural disaster or power outage.

4. In AICC, what does the term "adherence" refer to in workforce management (WFM) context?

A) The rate at which customers agree to surveys.
B) The accuracy of the IVR speech recognition.
C) How closely agents follow their scheduled tasks (e.g., login times, breaks).
D) The success rate of outbound calls.

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

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

Solutions: