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Huawei H21-287_V1.0 Exam Syllabus Topics:

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

1. What is the key difference between "progressive" and "predictive" dialing modes in an outbound campaign?

A) There is no significant difference.
B) Progressive dialing waits for an agent to be free before placing the next call, while predictive uses algorithms to dial ahead.
C) Progressive dialing is faster and more aggressive than predictive dialing.
D) Predictive dialing is only for surveys, while progressive is for sales.

2. When calculating the Total Cost of Ownership (TCO) for an on-premises AICC solution versus a cloud-based solution, which cost element is typically higher in the on-premises model?

A) Costs for customizing the UAP.
B) Costs for agent training.
C) Ongoing operational expenditure (OpEx) for subscription fees.
D) Initial capital expenditure (CapEx) for hardware and software licenses.

3. During the sizing of an AICC solution, the Erlang B formula is primarily used to determine the required number of what specific resource, considering a target service level and acceptable blockage rate?

A) Number of IVR ports
B) Number of concurrent agents
C) Number of trunk lines (circuits)
D) Amount of storage for call recordings

4. When performing a root cause analysis of high jitter in voice calls, which network device's configuration should be investigated first?

A) The database server.
B) The application server running the UAP.
C) The agent's IP phone.
D) The network routers and switches for QoS (Quality of Service) settings.

5. In a contact center using AICC, which metric, when correlated with First Call Resolution (FCR), provides the strongest indicator of long-term customer satisfaction?

A) Customer Satisfaction (CSAT) score
B) Agent occupancy rate
C) Number of calls per agent
D) Average Handle Time (AHT)

Solutions: