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Huawei H21-287_V1.0 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| AICC Product Knowledge | 30% | - UAP (Unified Agent Platform) features and specifications - Integration with third-party systems (CRM, billing, etc.) - ICD (Intelligent Call Distributor) principles and functions - CTI, IVR, recording and other core modules |
| AICC Solution Overview | 20% | - Typical application scenarios and value - Architecture and components of AICC solution - Basic concepts and positioning of AICC |
| AICC Solution Design | 25% | - Capacity planning and network design - High availability and disaster recovery design - Security and compliance considerations - Requirement analysis and solution planning |
| Presales Capability and Case Analysis | 25% | - Competitive analysis and differentiation - Solution proposal and quotation preparation - Typical project cases and best practices - Common questions and solutions |
Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions:
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 is impossible to achieve without the customer providing an identifier each time.
- C. It requires a shared session database that both the chat server and CTI can access with a common session ID.
- D. It can only be done if the voice call is placed through a special link in the chat window.
Correct Answer: C 🗳️
Which AICC architectural style decouples the client (UAP) from the server, allowing them to evolve independently and improving scalability?
- A. Microservices Architecture
- B. Monolithic Architecture
- C. Client-Server Architecture
- D. Peer-to-Peer Architecture
Correct Answer: A 🗳️
A customer's business requires that all interactions (calls, chats, emails) for a single customer case are logically grouped together, regardless of the channel or time. Which AICC capability is designed specifically for this purpose?
- A. IVR Self-Service
- B. Skill-Based Routing
- C. Call Recording
- D. Interaction Correlation
Correct Answer: D 🗳️
In a SIP-based AICC system, what is the purpose of the "SIP REGISTER" message?
- A. To transfer a call to another extension.
- B. To indicate that a call has been answered.
- C. To allow a SIP endpoint (like an IP phone) to inform the SIP server of its current network location.
- D. To initiate a new call.
Correct Answer: C 🗳️
In AICC reporting, what is the "longest wait time" metric?
- A. The duration of the longest call handled by an agent.
- B. The average time agents spend in after-call work.
- C. The time it takes for the system to boot up.
- D. The maximum time a caller spent in queue before being answered or abandoning.
Correct Answer: D 🗳️
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