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

1. What is the fundamental technical difference between "Skill-Based Routing" and "Behavioral Routing" in an advanced AICC ICD implementation?

A) Skill-Based Routing is for voice calls only, while Behavioral Routing is for digital channels.
B) Skill-Based Routing uses agent proficiency levels, while Behavioral Routing analyzes real-time customer sentiment to select an agent.
C) Skill-Based Routing is configured statically, while Behavioral Routing is always dynamic and requires no configuration.
D) They are synonymous terms for the same functionality.

2. When designing an AICC solution for a global enterprise, which factor is most important for ensuring consistent service levels across all regions?

A) Using a single, global SIP trunk provider.
B) Forcing all agents to work in the same time zone.
C) Centralized management and monitoring with localized configuration where needed.
D) Using the same hardware in every data center.

3. When sizing the storage for an AICC deployment, the formula (Number of Recorded Channels) * (Hours per Day) * (Bits per Second) * (3600 seconds) / (8 bits/byte) is used to calculate what?

A) The number of concurrent agents supported.
B) The CPU utilization of the media servers.
C) Daily network bandwidth consumption.
D) Daily storage consumption for call recordings in bytes.

4. 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) 20 Erlangs
B) 10 Erlangs
C) 5 Erlangs
D) 1200 Erlangs

5. 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) Silent Monitoring
C) Call Recording
D) Call Coaching (Whisper)

Solutions: