Free Huawei H21-287_V1.0 Exam Dumps Questions & Answers

In AICC, what does the term "adherence" refer to in workforce management (WFM) context?

• A.  The success rate of outbound calls.
• B.  How closely agents follow their scheduled tasks (e.g., login times, breaks).
• C.  The rate at which customers agree to surveys.
• D.  The accuracy of the IVR speech recognition.

In the context of AICC security, what is "role-based access control" (RBAC)?

• A.  A feature for blocking unwanted calls.
• B.  A method for restricting system access to authorized users based on their role within the organization.
• C.  A technique for encrypting voice calls.
• D.  A protocol for authenticating SIP endpoints.

In an omni-channel routing strategy, a customer's interaction history from a previous web chat session can be used by the ICD to prioritize their current voice call.

• A.  True
• B.  False

Which network topology is most suitable for connecting multiple regional contact centers to a central AICC infrastructure?

• A.  A bus topology where all sites are connected in a line.
• B.  A star topology with the central site as the hub.
• C.  A mesh topology where every site is connected to every other site.
• D.  A ring topology where each site is connected to two others.

What does the term "Service Virtualization" refer to in the context of AICC component design?

• A.  Creating virtual agents powered by AI.
• B.  Abstracting the underlying telephony hardware so the application uses a standard API (like TSAPI or JTAPI).
• C.  The ability of the UAP to run in a web browser.
• D.  Running the AICC software on virtual machines.