最新なHuawei H21-287_V1.0問題集（132題）、真実試験の問題を全部にカバー！

質問 1：
In AICC, what is the "customer journey"?
A. The path a customer takes through the IVR menu during a single call.
B. The training process for new agents.
C. The complete sequence of touchpoints a customer has with the contact center across all channels over time.
D. The route taken by a call through the network.
正解：C

質問 2：
Which AICC feature would be used to implement a "virtual queue" where a customer can opt for a callback instead of waiting on hold, and the system calls them back when their turn arrives?
A. IVR self-service menu.
B. Voicemail system.
C. Callback Service integrated with the ICD queue management.
D. Outbound predictive dialer.
正解：C

質問 3：
Which AICC component is responsible for generating Call Detail Records (CDRs) that are used for billing and reporting?
A. CTI Server
B. Media Server
C. UAP Client
D. IVR System
正解：A

質問 4：
For a predictive dialer campaign, which algorithm parameter is most crucial to optimize in order to balance agent utilization and minimize the number of abandoned calls (where a person answers but no agent is available)?
A. The call transfer time.
B. The average call duration.
C. The time zone of the numbers being dialed.
D. The dialing ratio (number of lines dialed per available agent).
正解：D

質問 5：
In the AICC architecture, what is the role of a "stateless" component?
A. It handles the recording of all interactions.
B. It is a component that cannot be replicated.
C. It is responsible for storing all customer data.
D. It does not retain any session information between requests, which aids in scalability and reliability.
正解：D

質問 6：
In an omni-channel implementation, what is the technical challenge of maintaining a "persistent conversation state" when a customer switches from a web chat to a voice call mid-conversation?
A. It can only be done if the voice call is placed through a special link in the chat window.
B. The UAP automatically handles this without any additional configuration.
C. It is impossible to achieve without the customer providing an identifier each time.
D. It requires a shared session database that both the chat server and CTI can access with a common session ID.
正解：D

質問 7：
When deploying AICC in a virtualized environment (e.g., VMware), which resource is often the most critical bottleneck for IVR media servers, directly impacting the number of concurrent ports supported?
A. Network Bandwidth
B. Disk I/O (Input/Output Operations)
C. RAM Allocation
D. CPU Clock Speed
正解：D

質問 8：
What is the key difference between "progressive" and "predictive" dialing modes in an outbound campaign?
A. Progressive dialing is faster and more aggressive than predictive dialing.
B. There is no significant difference.
C. Progressive dialing waits for an agent to be free before placing the next call, while predictive uses algorithms to dial ahead.
D. Predictive dialing is only for surveys, while progressive is for sales.
正解：C