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

2. In the context of AICC security, what is "role-based access control" (RBAC)?

A) A feature for blocking unwanted calls.
B) A technique for encrypting voice calls.
C) A method for restricting system access to authorized users based on their role within the organization.
D) A protocol for authenticating SIP endpoints.

3. Which AICC reporting capability would be used to track the path of a customer interaction that started as a web chat, was escalated to a voice call, and then followed up by an email?

A) The agent performance report.
B) An Omni-channel Interaction Journey Report
C) A separate report for each channel.
D) The real-time wallboard.

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

5. Which AICC component is responsible for generating Call Detail Records (CDRs) that are used for billing and reporting?

A) IVR System
B) Media Server
C) UAP Client
D) CTI Server

Solutions: