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

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

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

2. Which factor is most critical when designing the user experience (UX) for the IVR self-service system?

A) The background music should be popular songs.
B) The number of options should be minimized, and the menu structure should be logical to avoid caller frustration.
C) The IVR should never transfer the caller to an agent.
D) The voice of the recorded prompts should be very friendly.

3. In AICC reporting, what is the "longest wait time" metric?

A) The average time agents spend in after-call work.
B) The maximum time a caller spent in queue before being answered or abandoning.
C) The duration of the longest call handled by an agent.
D) The time it takes for the system to boot up.

4. In a Huawei AICC solution, the CTI (Computer Telephony Integration) server is responsible for the text-to- speech (TTS) conversion played in the IVR.

A) False
B) True

5. Which AICC reporting metric is calculated as (Number of Calls Answered Within Threshold) / (Total Calls Offered) * 100?

A) Service Level (%)
B) Abandonment Rate
C) Agent Utilization
D) Average Speed of Answer

Solutions: