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Huawei H21-287_V1.0 Exam Syllabus Topics:

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

Question 1

Which AICC reporting capability would be used to track the path of a customer interaction that started as a web chat, was escalated to a voice call, and then followed up by an email?

A. An Omni-channel Interaction Journey Report
B. A separate report for each channel.
C. The real-time wallboard.
D. The agent performance report.

Question 2

What is the purpose of "Dynamic Number Insertion" in an outbound campaign?

A. To increase the dialing speed.
B. To mask the agent's voice.
C. To randomly select phone numbers from a list.
D. To display a specific callback number on the recipient's caller ID that is different from the dialing number.

Question 3

What is the main technical challenge when implementing "Video Chat" within the AICC UAP compared to traditional voice calls?

A. The ICD cannot route video interactions.
B. Video cannot be integrated with the CRM.
C. Video requires significantly more network bandwidth and processing power on both the agent and customer devices.
D. Video calls cannot be recorded.

Question 4

A customer wants to use AICC to handle customer inquiries from a popular messaging platform like WhatsApp. What is the primary technical requirement for this integration?

A. All agents must have personal WhatsApp accounts.
B. The AICC must have a dedicated component (a channel gateway) that can connect to the messaging platform's API.
C. The customer must use a specific brand of phone.
D. The IVR must be configured to accept voice messages.

Question 5

Which QoS (Quality of Service) marking on IP packets is typically used for voice media (RTP streams) to ensure priority treatment over the network?

A. DSCP EF (Expedited Forwarding)
B. DSCP CS0 (Class Selector 0)
C. DSCP CS7 (Class Selector 7)
D. DSCP AF21 (Assured Forwarding)

Solutions: