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

1. In a multi-channel interaction, what is the "context" that needs to be preserved when switching channels?

A) The agent's login information.
B) The time of day the interaction started.
C) The customer's identity, previous interaction history, and the current state of their issue.
D) The network IP address of the customer's device.

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

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

3. For a global AICC deployment, which technique is used to minimize latency for agents and customers in different continents?

A) Using a single codec for all calls.
B) Increasing the bandwidth of the WAN links.
C) Deploying a single, centralized AICC cluster in one data center.
D) Using a global load balancer to direct users to the nearest regional AICC instance.

4. What is the key difference between "progressive" and "predictive" dialing modes in an outbound campaign?

A) Predictive dialing is only for surveys, while progressive is for sales.
B) Progressive dialing waits for an agent to be free before placing the next call, while predictive uses algorithms to dial ahead.
C) Progressive dialing is faster and more aggressive than predictive dialing.
D) There is no significant difference.

5. 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) Omni-channel Continuity
B) Voicemail
C) Call Transfer
D) IVR Self-Service

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