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

1. When configuring the AICC system for a blended contact center (agents handling both inbound and outbound calls), what feature prevents an agent from receiving an inbound call while they are already on an outbound call?

A) The network firewall.
B) Agent State Management (e.g., setting the agent to "busy" on outbound calls).
C) The IVR menu.
D) The call recording system.

2. What is the primary risk of setting an overly aggressive "dialing ratio" in a predictive outbound campaign?

A) Increased agent idle time.
B) A high number of abandoned calls, leading to compliance issues and customer dissatisfaction.
C) Lower connection rates.
D) Decreased call quality.

3. In AICC, what is the technical implementation difference between a "supervisor monitoring a call" and a
"supervisor barging into a call"?

A) Monitoring requires the agent's permission, while barging does not.
B) Barging is only available for voice calls, while monitoring works for all channels.
C) There is no technical difference; it's just a permission setting.
D) Monitoring is passive listening, while barging creates a 3-way conference where the supervisor can speak.

4. Which AICC feature allows an interaction to be routed based on the customer's estimated value or potential value to the business?

A) Skills-Based Routing
B) Value-Based Routing
C) Time-Based Routing
D) Circular Routing

5. What is the main technical advantage of using "OPUS" as an audio codec for VoIP in AICC?

A) It uses the most bandwidth, guaranteeing the best quality.
B) It is a versatile codec that provides high quality at low bitrates and is well-suited for variable network conditions.
C) It is only used for video calls.
D) It is the oldest codec and has the widest compatibility.

Solutions: