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

1. For a high-volume contact center, which reporting metric, when analyzed over time, is the most critical indicator of whether the AICC solution is correctly sized for the agent workforce?

A) First Call Resolution (FCR)
B) Agent Occupancy Rate
C) Number of interactions per day
D) Average Speed of Answer (ASA)

2. 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) 5 Erlangs
B) 10 Erlangs
C) 20 Erlangs
D) 1200 Erlangs

3. What is the primary purpose of a "network diagram" in an AICC proposal or design document?

A) To show the organizational structure of the contact center.
B) To list the phone numbers for the contact center.
C) To illustrate the physical and logical connections between all components, including firewalls, routers, and servers.
D) To describe the IVR menu flow.

4. When calculating the bandwidth requirements for a remote AICC agent working from home, which factor is most critical beyond the voice codec itself?

A) The brand of the agent's headset.
B) The operating system of the agent's computer.
C) The overhead of VPN tunneling and the potential for packet loss on the home internet connection.
D) The time of day the agent works.

5. 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) The IVR must be configured to accept voice messages.
B) All agents must have personal WhatsApp accounts.
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.

Solutions: