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| Section | Weight | Objectives |
|---|---|---|
| AICC Solution Design | 25% | - Requirement analysis and solution planning - Security and compliance considerations - High availability and disaster recovery design - Capacity planning and network design |
| AICC Product Knowledge | 30% | - UAP (Unified Agent Platform) features and specifications - ICD (Intelligent Call Distributor) principles and functions - Integration with third-party systems (CRM, billing, etc.) - CTI, IVR, recording and other core modules |
| AICC Solution Overview | 20% | - Typical application scenarios and value - Architecture and components of AICC solution - Basic concepts and positioning of AICC |
| Presales Capability and Case Analysis | 25% | - Common questions and solutions - Solution proposal and quotation preparation - Competitive analysis and differentiation - Typical project cases and best practices |
1. A customer's business requires that all interactions (calls, chats, emails) for a single customer case are logically grouped together, regardless of the channel or time. Which AICC capability is designed specifically for this purpose?
A) Interaction Correlation
B) Call Recording
C) Skill-Based Routing
D) IVR Self-Service
2. What is the key difference between "progressive" and "predictive" dialing modes in an outbound campaign?
A) Progressive dialing waits for an agent to be free before placing the next call, while predictive uses algorithms to dial ahead.
B) There is no significant difference.
C) Predictive dialing is only for surveys, while progressive is for sales.
D) Progressive dialing is faster and more aggressive than predictive dialing.
3. In the AICC architecture, what is the role of a "stateless" component?
A) It is responsible for storing all customer data.
B) It handles the recording of all interactions.
C) It does not retain any session information between requests, which aids in scalability and reliability.
D) It is a component that cannot be replicated.
4. Which SIP response code indicates that the called party is busy?
A) 486 Busy Here
B) 503 Service Unavailable
C) 200 OK
D) 180 Ringing
5. In a multi-site AICC deployment with active-active data centers, which database replication method provides the lowest Recovery Point Objective (RPO) by synchronously writing transactions to both locations?
A) Synchronous mirroring
B) Snapshot replication
C) Scheduled backup restoration
D) Asynchronous log shipping
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: A |
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