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Huawei H21-287_V1.0 Exam Syllabus Topics:

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

1. Which AICC feature allows a supervisor to "whisper" to an agent during a live call (provide coaching that the customer cannot hear)?

A) Call Coaching (Whisper)
B) Silent Monitoring
C) Call Recording
D) Call Barging

2. In a capacity planning scenario, if the average handle time is 5 minutes and you receive 240 calls in a 2-hour period, what is the offered traffic in Erlangs?(Formula: Erlangs = (Number of calls * AHT in hours) / Period in hours)

A) 5 Erlangs
B) 20 Erlangs
C) 1200 Erlangs
D) 10 Erlangs

3. Which AICC architectural principle is key to achieving scalability, allowing you to add more ports or agents by adding more servers of a specific type?

A) Modular, Component-Based Design
B) Shared-Tenant Database
C) Monolithic Design
D) Proprietary Hardware Appliance

4. Which AICC feature directly supports the business goal of increasing revenue through cross-selling?

A) Real-time wallboard displays for supervisors.
B) After-call work (ACW) state for wrapping up the call.
C) CRM integration with screen pops that include product recommendations and customer history.
D) Automated callbacks to reduce wait times.

5. In the AICC architecture, what is the role of a "stateless" component?

A) It does not retain any session information between requests, which aids in scalability and reliability.
B) It handles the recording of all interactions.
C) It is responsible for storing all customer data.
D) It is a component that cannot be replicated.

Solutions: