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Huawei H21-287_V1.0 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| AICC Product Knowledge | 30% | - Integration with third-party systems (CRM, billing, etc.) - CTI, IVR, recording and other core modules - ICD (Intelligent Call Distributor) principles and functions - UAP (Unified Agent Platform) features and specifications |
| AICC Solution Design | 25% | - Security and compliance considerations - Requirement analysis and solution planning - Capacity planning and network design - High availability and disaster recovery design |
| Presales Capability and Case Analysis | 25% | - Solution proposal and quotation preparation - Competitive analysis and differentiation - Common questions and solutions - Typical project cases and best practices |
| AICC Solution Overview | 20% | - Basic concepts and positioning of AICC - Architecture and components of AICC solution - Typical application scenarios and value |
Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions:
Which component in the AICC architecture is responsible for converting text-based chatbot responses into spoken audio for a seamless transition from chat to voice?
- A. Text-to-Speech (TTS) engine
- B. ICD Router
- C. Media Server
- D. Automatic Speech Recognition (ASR) engine
Correct Answer: A 🗳️
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. True
- B. False
Correct Answer: B 🗳️
In AICC, what is the technical implementation difference between a "supervisor monitoring a call" and a
"supervisor barging into a call"?
- A. Barging is only available for voice calls, while monitoring works for all channels.
- B. There is no technical difference; it's just a permission setting.
- C. Monitoring is passive listening, while barging creates a 3-way conference where the supervisor can speak.
- D. Monitoring requires the agent's permission, while barging does not.
Correct Answer: C 🗳️
What is the main technical advantage of using "OPUS" as an audio codec for VoIP in AICC?
- A. It uses the most bandwidth, guaranteeing the best quality.
- B. It is only used for video calls.
- C. It is a versatile codec that provides high quality at low bitrates and is well-suited for variable network conditions.
- D. It is the oldest codec and has the widest compatibility.
Correct Answer: C 🗳️
Which AICC feature would be used to implement a "virtual queue" where a customer can opt for a callback instead of waiting on hold, and the system calls them back when their turn arrives?
- A. Callback Service integrated with the ICD queue management.
- B. IVR self-service menu.
- C. Voicemail system.
- D. Outbound predictive dialer.
Correct Answer: A 🗳️
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