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Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions:
1. 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 "Do Not Disturb" button on the UAP.
C) Workload Management within the ICD.
D) The call recording system.
2. What is the primary purpose of a "network diagram" in an AICC proposal or design document?
A) To list the phone numbers for the contact center.
B) To describe the IVR menu flow.
C) To illustrate the physical and logical connections between all components, including firewalls, routers, and servers.
D) To show the organizational structure of the contact center.
3. What is the ultimate goal of a well-designed AICC solution from a business perspective?
A) To enhance customer experience, improve operational efficiency, and drive business growth.
B) To have the most advanced technology.
C) To eliminate the need for a CRM system.
D) To reduce the number of agents employed.
4. In an omni-channel implementation, what is the technical challenge of maintaining a "persistent conversation state" when a customer switches from a web chat to a voice call mid-conversation?
A) The UAP automatically handles this without any additional configuration.
B) It can only be done if the voice call is placed through a special link in the chat window.
C) It requires a shared session database that both the chat server and CTI can access with a common session ID.
D) It is impossible to achieve without the customer providing an identifier each time.
5. What is the primary security concern associated with remote agents using softphones on their personal computers?
A) The operating system version on the computer.
B) The speed of the agent's home internet connection.
C) The quality of the agent's headset.
D) The potential for malware on the computer to intercept voice data or keylogs.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: D |
By Jason
