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Exam Code: H21-287_V1.0
Exam Name: HCSP-Presales-Service(AICC) V1.0
Updated: Aug 19, 2026
Q & A: 132 Questions and Answers
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: AICC Solution Overview | 20% | - Architecture and components of AICC solution - Basic concepts and positioning of AICC - Typical application scenarios and value |
| Topic 2: Presales Capability and Case Analysis | 25% | - Typical project cases and best practices - Solution proposal and quotation preparation - Competitive analysis and differentiation - Common questions and solutions |
| Topic 3: AICC Product Knowledge | 30% | - ICD (Intelligent Call Distributor) principles and functions - CTI, IVR, recording and other core modules - Integration with third-party systems (CRM, billing, etc.) - UAP (Unified Agent Platform) features and specifications |
| Topic 4: AICC Solution Design | 25% | - Requirement analysis and solution planning - Capacity planning and network design - Security and compliance considerations - High availability and disaster recovery design |
1. What is the key difference between "G.711" and "G.729" audio codecs?
A) G.711 is used for recording, and G.729 is used for live calls.
B) G.711 provides higher audio quality but uses more bandwidth, while G.729 uses less bandwidth with slightly lower quality.
C) G.729 is the standard for video calls, while G.711 is for audio only.
D) There is no significant difference.
2. When integrating AICC with a custom application using web services (SOAP/REST), what is the critical security consideration for the data in transit?
A) Using XML instead of JSON for data format.
B) Using HTTP for faster performance.
C) Implementing mutual TLS (mTLS) authentication and encryption.
D) Ensuring the application server has a fast CPU.
3. What is the primary function of a "hunt group" in contact center routing?
A) To manage outbound dialing campaigns.
B) To provide background music for callers on hold.
C) To define a set of agents or queues that can be targeted by a single pilot number.
D) To record calls for a specific group of agents.
4. What does the term "codec" refer to in the context of AICC voice communications?
A) A device for connecting to the PSTN.
B) An algorithm that compresses and decompresses digital audio data.
C) A protocol for call control.
D) A type of database used for storing recordings.
5. When designing an AICC solution for a financial institution that must adhere to PCI DSS compliance for payment processing, what is the most secure method to handle Dual-Tone Multi-Frequency (DTMF) tones entered during an IVR payment sequence?
A) Use a pause-and-resume recording method to momentarily stop recording during payment entry.
B) Route the call to a dedicated, isolated IVR platform that is entirely outside the AICC environment.
C) Implement DTMF masking at the media server level, preventing tones from being stored in call recordings or logs.
D) Record the entire call including DTMF tones and encrypt the recording at rest.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: C |
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