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Huawei H21-287_V1.0 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| AICC Product Knowledge | 30% | - ICD (Intelligent Call Distributor) principles and functions - CTI, IVR, recording and other core modules - UAP (Unified Agent Platform) features and specifications - Integration with third-party systems (CRM, billing, etc.) |
| AICC Solution Design | 25% | - Requirement analysis and solution planning - Capacity planning and network design - Security and compliance considerations - High availability and disaster recovery design |
| Presales Capability and Case Analysis | 25% | - Common questions and solutions - Solution proposal and quotation preparation - Typical project cases and best practices - Competitive analysis and differentiation |
| AICC Solution Overview | 20% | - Basic concepts and positioning of AICC - Typical application scenarios and value - Architecture and components of AICC solution |
Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions:
In the context of SIP trunks, what is "DID" (Direct Inward Dialing)?
- A. A protocol for video calls.
- B. A type of audio codec.
- C. A method for agent authentication.
- D. A range of telephone numbers that are routed to the AICC system over the SIP trunk.
Correct Answer: D 🗳️
In AICC, what is the "customer journey"?
- A. The training process for new agents.
- B. The path a customer takes through the IVR menu during a single call.
- C. The complete sequence of touchpoints a customer has with the contact center across all channels over time.
- D. The route taken by a call through the network.
Correct Answer: C 🗳️
When proposing a disaster recovery (DR) solution with a Recovery Point Objective (RPO) of 5 minutes and a Recovery Time Objective (RTO) of 15 minutes for the AICC core components, which DR model is required?
- A. Cold Standby: Infrastructure is provisioned but requires manual data restoration.
- B. Warm Standby: Systems are running but require a database sync and configuration import.
- C. Hot Standby: A fully redundant, active-active cluster across two data centers with continuous data replication.
- D. Backup and Restore: Relies on nightly backups with a recovery process of several hours.
Correct Answer: C 🗳️
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. False
- B. True
Correct Answer: A 🗳️
Which SIP response code indicates that the called party is busy?
- A. 200 OK
- B. 486 Busy Here
- C. 180 Ringing
- D. 503 Service Unavailable
Correct Answer: B 🗳️
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