HCSP-Presales-Service(AICC) V1.0 - H21-287

Question 1

Which factor is most critical when designing the user experience (UX) for the IVR self-service system?

A. The IVR should never transfer the caller to an agent.

B. The voice of the recorded prompts should be very friendly.

C. The number of options should be minimized, and the menu structure should be logical to avoid caller frustration.

D. The background music should be popular songs.

Correct Answer: C

Question 2

When sizing the storage for an AICC deployment, the formula (Number of Recorded Channels) * (Hours per Day) * (Bits per Second) * (3600 seconds) / (8 bits/byte) is used to calculate what?

A. The number of concurrent agents supported.

B. The CPU utilization of the media servers.

C. Daily storage consumption for call recordings in bytes.

D. Daily network bandwidth consumption.

Correct Answer: C

Question 3

A customer's existing network has a strict firewall policy that only allows outbound HTTPS (TCP/443) connections. When integrating AICC's UAP with a third-party CRM hosted in a public cloud, which integration method is most likely to succeed without requiring changes to the firewall's inbound rules?

A. A site-to-site IPsec VPN tunnel between the customer's data center and the cloud provider.

B. A direct, persistent SIP trunk connection from the CRM to the AICC CTI.

C. The UAP initiates outbound HTTPS/WebSocket connections to a cloud-based integration broker.

D. Using the CRM's public REST API with inbound POST requests to the AICC application server.

Correct Answer: C

Question 4

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

A. To eliminate the need for a CRM system.

B. To have the most advanced technology.

C. To enhance customer experience, improve operational efficiency, and drive business growth.

D. To reduce the number of agents employed.

Correct Answer: C

Question 5

Which AICC component would be responsible for enforcing a business rule that limits the number of password reset requests a single customer can initiate via IVR within a 24-hour period?

A. The network firewall.

B. The agent supervisor through the UAP.

C. The CMS reporting system.

D. The IVR application logic itself, using a counter variable.

Correct Answer: D

Question 6

Which AICC feature is designed to prevent an agent from being overwhelmed by automatically limiting the number of simultaneous interactions they receive?

A. The IVR self-service menu.

B. The call recording system.

C. Workload Management within the ICD.

D. The "Do Not Disturb" button on the UAP.

Correct Answer: C

Question 7

Which AICC component would be extended or integrated with to create a custom real-time dashboard showing business-specific Key Performance Indicators (KPIs)?

A. The IVR media server.

B. The CMS reporting database via ODBC/JDBC connections.

C. The network switch.

D. The agent's UAP client.

Correct Answer: B

Question 8

Which AICC architectural principle is key to achieving scalability, allowing you to add more ports or agents by adding more servers of a specific type?

A. Proprietary Hardware Appliance

B. Monolithic Design

C. Modular, Component-Based Design

D. Shared-Tenant Database

Correct Answer: C

Question 9

What is the primary risk of setting an overly aggressive "dialing ratio" in a predictive outbound campaign?

A. Increased agent idle time.

B. Lower connection rates.

C. Decreased call quality.

D. A high number of abandoned calls, leading to compliance issues and customer dissatisfaction.

Correct Answer: D

Question 10

In a multi-channel interaction, what is the "context" that needs to be preserved when switching channels?

A. The network IP address of the customer's device.

B. The agent's login information.

C. The customer's identity, previous interaction history, and the current state of their issue.

D. The time of day the interaction started.

Correct Answer: C

Huawei HCSP-Presales-Service(AICC) V1.0 - H21-287_V1.0 Exam Practice Test

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