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Huawei H21-287_V1.0 Exam Syllabus Topics:

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

1. In AICC, what is the technical implementation difference between a "supervisor monitoring a call" and a
"supervisor barging into a call"?

A) Monitoring requires the agent's permission, while barging does not.
B) Barging is only available for voice calls, while monitoring works for all channels.
C) There is no technical difference; it's just a permission setting.
D) Monitoring is passive listening, while barging creates a 3-way conference where the supervisor can speak.

2. Which AICC feature allows an interaction to be routed based on the customer's estimated value or potential value to the business?

A) Time-Based Routing
B) Circular Routing
C) Value-Based Routing
D) Skills-Based Routing

3. 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) The average call duration is 1 minute.
B) The average speed of answer will be 20 seconds.
C) You need a number of trunks such that only 1% of calls will be blocked.
D) You need 20 agents to handle the load.

4. When implementing a virtualized AICC environment, which resource is often over-provisioned initially, leading to inefficiency?

A) Storage Capacity
B) CPU Cores
C) Network Interface Cards (NICs)
D) Memory (RAM)

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

A) The call recording system.
B) The "Do Not Disturb" button on the UAP.
C) Workload Management within the ICD.
D) The IVR self-service menu.

Solutions: