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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Presales Capability and Case Analysis | 25% | - Solution proposal and quotation preparation - Competitive analysis and differentiation - Common questions and solutions - Typical project cases and best practices |
| Topic 2: AICC Solution Overview | 20% | - Architecture and components of AICC solution - Typical application scenarios and value - Basic concepts and positioning of AICC |
| Topic 3: AICC Solution Design | 25% | - High availability and disaster recovery design - Requirement analysis and solution planning - Security and compliance considerations - Capacity planning and network design |
| Topic 4: AICC Product Knowledge | 30% | - Integration with third-party systems (CRM, billing, etc.) - ICD (Intelligent Call Distributor) principles and functions - UAP (Unified Agent Platform) features and specifications - CTI, IVR, recording and other core modules |
1. When troubleshooting one-way audio issues in a SIP-based AICC deployment, what network configuration issue is most commonly the root cause?
A) The CTI server running low on memory.
B) Asymmetric routing causing RTP streams to be blocked by a firewall.
C) Incorrect DNS settings on the UAP.
D) The ICD routing rules being misconfigured.
2. Which network topology is most suitable for connecting multiple regional contact centers to a central AICC infrastructure?
A) A ring topology where each site is connected to two others.
B) A star topology with the central site as the hub.
C) A bus topology where all sites are connected in a line.
D) A mesh topology where every site is connected to every other site.
3. Which AICC feature is designed to prevent an agent from being overwhelmed by automatically limiting the number of simultaneous interactions they receive?
A) The call recording system.
B) The "Do Not Disturb" button on the UAP.
C) Workload Management within the ICD.
D) The IVR self-service menu.
4. Which AICC reporting capability would be used to track the path of a customer interaction that started as a web chat, was escalated to a voice call, and then followed up by an email?
A) The real-time wallboard.
B) An Omni-channel Interaction Journey Report
C) A separate report for each channel.
D) The agent performance report.
5. Which QoS (Quality of Service) marking on IP packets is typically used for voice media (RTP streams) to ensure priority treatment over the network?
A) DSCP CS0 (Class Selector 0)
B) DSCP AF21 (Assured Forwarding)
C) DSCP EF (Expedited Forwarding)
D) DSCP CS7 (Class Selector 7)
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: C |
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