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Free Huawei-certification H21-287_V1.0 Ultimate Study Guide (Updated 132 Questions)
NEW QUESTION # 76
Which AICC component is responsible for detecting fax tones and redirecting the call to a fax server?
- A. ICD Router
- B. CTI Server
- C. Media Server / Fax Detection Module
- D. UAP
Answer: C
NEW QUESTION # 77
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 IVR ports
- C. Number of trunk lines (circuits)
- D. Amount of storage for call recordings
Answer: C
NEW QUESTION # 78
Which AICC feature allows a supervisor to "whisper" to an agent during a live call (provide coaching that the customer cannot hear)?
- A. Silent Monitoring
- B. Call Barging
- C. Call Coaching (Whisper)
- D. Call Recording
Answer: C
NEW QUESTION # 79
Which AICC component would be responsible for enforcing a business rule that limits the number of password reset requests a single customer can initiate via IVR within a 24-hour period?
- A. The IVR application logic itself, using a counter variable.
- B. The CMS reporting system.
- C. The agent supervisor through the UAP.
- D. The network firewall.
Answer: A
NEW QUESTION # 80
When implementing a single sign-on (SSO) solution for the AICC UAP, which standard protocol is commonly used for exchanging authentication and authorization data between identity providers and service providers?
- A. HTTP (Hypertext Transfer Protocol)
- B. SIP (Session Initiation Protocol)
- C. SAML (Security Assertion Markup Language)
- D. RTP (Real-time Transport Protocol)
Answer: C
NEW QUESTION # 81
When designing an AICC solution for a financial institution that must adhere to PCI DSS compliance for payment processing, what is the most secure method to handle Dual-Tone Multi-Frequency (DTMF) tones entered during an IVR payment sequence?
- A. Record the entire call including DTMF tones and encrypt the recording at rest.
- B. Route the call to a dedicated, isolated IVR platform that is entirely outside the AICC environment.
- C. Implement DTMF masking at the media server level, preventing tones from being stored in call recordings or logs.
- D. Use a pause-and-resume recording method to momentarily stop recording during payment entry.
Answer: C
NEW QUESTION # 82
The SIP protocol (Session Initiation Protocol) is used only for call signaling and setup; the actual voice media is carried by a separate protocol like RTP.
- A. False
- B. True
Answer: B
NEW QUESTION # 83
Which AICC component would be extended or integrated with to create a custom real-time dashboard showing business-specific Key Performance Indicators (KPIs)?
- A. The IVR media server.
- B. The network switch.
- C. The agent's UAP client.
- D. The CMS reporting database via ODBC/JDBC connections.
Answer: D
NEW QUESTION # 84
For a customer who requires detailed compliance reporting for PCI DSS, which AICC feature is essential to demonstrate that cardholder data is not present in call recordings?
- A. Secure logging of all access to the recording system.
- B. Segmentation of the network where recordings are stored.
- C. Digital watermarking of audio files.
- D. Automatic deletion of recordings after 24 hours.
Answer: A
NEW QUESTION # 85
What is the primary purpose of a "network diagram" in an AICC proposal or design document?
- A. To describe the IVR menu flow.
- B. To illustrate the physical and logical connections between all components, including firewalls, routers, and servers.
- C. To show the organizational structure of the contact center.
- D. To list the phone numbers for the contact center.
Answer: B
NEW QUESTION # 86
When designing an AICC solution for a business with highly seasonal peaks (e.g., holiday sales), which deployment model offers the greatest elasticity?
- A. A dedicated appliance.
- B. Hybrid deployment with a fixed on-premises core.
- C. On-premises deployment with fixed capacity.
- D. Cloud-based (SaaS) deployment that can scale up and down on demand.
Answer: D
NEW QUESTION # 87
In a multi-tenant AICC deployment for a service provider, a customer requires complete data isolation for regulatory reasons. Which architectural strategy ensures that customer data is segregated at every layer, including database schemas?
- A. Utilize a shared database but enforce data isolation through unique tenant IDs in a single schema.
- B. Implement separate virtual machines for each tenant, with dedicated application and database instances.
- C. Deploy a hybrid model where the application is shared but databases are on-premises for each tenant.
- D. Use a single database with robust row-level security filters per tenant.
Answer: B
NEW QUESTION # 88
In a geographically distributed AICC deployment, which network technology is used to create a secure, private network over the public internet to connect remote sites and agents?
- A. Leased Lines (MPLS)
- B. Virtual Private Network (VPN)
- C. Public Internet without encryption
- D. Local Area Network (LAN)
Answer: B
NEW QUESTION # 89
Which AICC capability is essential for supporting customers with disabilities, such as hearing impairments?
- A. TTY/TDD (Teletypewriter/Telecommunications Device for the Deaf) support.
- B. Video call functionality.
- C. Silent monitoring.
- D. High-quality audio codecs.
Answer: A
NEW QUESTION # 90
In a SIP-based AICC system, what is the purpose of the "SIP REGISTER" message?
- A. To indicate that a call has been answered.
- B. To transfer a call to another extension.
- 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.
Answer: C
NEW QUESTION # 91
Which AICC feature allows a customer to start an interaction on one channel (e.g., a mobile app) and continue it seamlessly on another (e.g., a voice call) without repeating information?
- A. IVR Self-Service
- B. Call Transfer
- C. Voicemail
- D. Omni-channel Continuity
Answer: D
NEW QUESTION # 92
Which QoS (Quality of Service) marking on IP packets is typically used for voice media (RTP streams) to ensure priority treatment over the network?
- A. DSCP CS0 (Class Selector 0)
- B. DSCP EF (Expedited Forwarding)
- C. DSCP AF21 (Assured Forwarding)
- D. DSCP CS7 (Class Selector 7)
Answer: B
NEW QUESTION # 93
A customer wants to use AICC to handle customer inquiries from a popular messaging platform like WhatsApp. What is the primary technical requirement for this integration?
- A. All agents must have personal WhatsApp accounts.
- B. The IVR must be configured to accept voice messages.
- C. The AICC must have a dedicated component (a channel gateway) that can connect to the messaging platform's API.
- D. The customer must use a specific brand of phone.
Answer: C
NEW QUESTION # 94
When sizing the database server for AICC, which type of database workload is most typical?
- A. Purely transactional workloads.
- B. Purely analytical workloads.
- C. The database is only used for storing configuration.
- D. A mix of transactional (e.g., recording CDRs) and analytical (e.g., generating reports) queries.
Answer: D
NEW QUESTION # 95
What is the ultimate goal of a well-designed AICC solution from a business perspective?
- A. To have the most advanced technology.
- B. To enhance customer experience, improve operational efficiency, and drive business growth.
- C. To reduce the number of agents employed.
- D. To eliminate the need for a CRM system.
Answer: B
NEW QUESTION # 96
In the context of AICC, what does "ACD" stand for?
- A. Automatic Call Distributor
- B. Audio Codec Device
- C. Automated Call Director
- D. Agent Call Desk
Answer: A
NEW QUESTION # 97
In AICC, what is the "customer journey"?
- A. The complete sequence of touchpoints a customer has with the contact center across all channels over time.
- B. The route taken by a call through the network.
- C. The training process for new agents.
- D. The path a customer takes through the IVR menu during a single call.
Answer: A
NEW QUESTION # 98
Which component in the AICC architecture is responsible for converting text-based chatbot responses into spoken audio for a seamless transition from chat to voice?
- A. ICD Router
- B. Text-to-Speech (TTS) engine
- C. Media Server
- D. Automatic Speech Recognition (ASR) engine
Answer: B
NEW QUESTION # 99
When implementing a new AICC solution, what is the purpose of a "User Acceptance Testing (UAT)" phase?
- A. To train the administrators on system maintenance.
- B. To stress-test the servers for maximum capacity.
- C. To have end-users (agents, supervisors) verify that the system meets their business requirements and is ready for go-live.
- D. To test the network connectivity between components.
Answer: C
NEW QUESTION # 100
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