100% Free H21-287_V1.0 Exam Dumps to Pass Exam Easily from PassLeaderVCE [Q31-Q52]

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100% Free H21-287_V1.0 Exam Dumps to Pass Exam Easily from PassLeaderVCE

Free H21-287_V1.0 Exam Questions H21-287_V1.0 Actual Free Exam Questions

NEW QUESTION 31
The UAP (Unified Agent Platform) can be deployed as a web-based application, allowing agents to log in from a standard browser without installing thick client software.

True

False

NEW QUESTION 32
When migrating from a legacy TDM-based PBX/ACD to an all-IP AICC solution, what is the purpose of a VoIP Gateway in the initial phased cut-over plan?

To replace the existing ACD immediately.

To provide a temporary bridge, allowing IP-based AICC agents to interact with the legacy TDM trunks and queues.

To act as the new CTI server.

To convert analog agent phones to IP phones.

NEW QUESTION 33
When configuring the AICC system for a blended contact center (agents handling both inbound and outbound calls), what feature prevents an agent from receiving an inbound call while they are already on an outbound call?

Agent State Management (e.g., setting the agent to “busy” on outbound calls).

The IVR menu.

The call recording system.

The network firewall.

NEW QUESTION 34
A “concurrent session” licensing model for AICC is directly tied to the number of named agent accounts, regardless of how many are logged in simultaneously.

True

False

NEW QUESTION 35
What is the ultimate goal of a well-designed AICC solution from a business perspective?

To enhance customer experience, improve operational efficiency, and drive business growth.

To reduce the number of agents employed.

To eliminate the need for a CRM system.

To have the most advanced technology.

NEW QUESTION 36
Which AICC feature allows an interaction to be routed based on the customer’s estimated value or potential value to the business?

Value-Based Routing

Skills-Based Routing

Time-Based Routing

Circular Routing

NEW QUESTION 37
In a multi-channel interaction, what is the “context” that needs to be preserved when switching channels?

The customer’s identity, previous interaction history, and the current state of their issue.

The agent’s login information.

The network IP address of the customer’s device.

The time of day the interaction started.

NEW QUESTION 38
What is the main technical advantage of using “OPUS” as an audio codec for VoIP in AICC?

It is a versatile codec that provides high quality at low bitrates and is well-suited for variable network conditions.

It is the oldest codec and has the widest compatibility.

It uses the most bandwidth, guaranteeing the best quality.

It is only used for video calls.

NEW QUESTION 39
During the sizing of an AICC solution, the Erlang B formula is primarily used to determine the required number of what specific resource, considering a target service level and acceptable blockage rate?

Number of concurrent agents

Number of IVR ports

Number of trunk lines (circuits)

Amount of storage for call recordings

NEW QUESTION 40
When calculating the bandwidth requirements for a remote AICC agent working from home, which factor is most critical beyond the voice codec itself?

The brand of the agent’s headset.

The overhead of VPN tunneling and the potential for packet loss on the home internet connection.

The operating system of the agent’s computer.

The time of day the agent works.

NEW QUESTION 41
What is the primary purpose of a “network diagram” in an AICC proposal or design document?

To illustrate the physical and logical connections between all components, including firewalls, routers, and servers.

To show the organizational structure of the contact center.

To list the phone numbers for the contact center.

To describe the IVR menu flow.

NEW QUESTION 42
In the context of AICC security, what is “role-based access control” (RBAC)?

A method for restricting system access to authorized users based on their role within the organization.

A technique for encrypting voice calls.

A protocol for authenticating SIP endpoints.

A feature for blocking unwanted calls.

NEW QUESTION 43
Which component in the AICC architecture is most directly responsible for translating a customer’s web chat text into a structured intent that can be used for automated responses or routing?

CTI Server

Natural Language Processing (NLP) Engine

ICD Router

Media Server

NEW QUESTION 44
In a SIP-based AICC system, what is the purpose of the “SIP REGISTER” message?

To initiate a new call.

To allow a SIP endpoint (like an IP phone) to inform the SIP server of its current network location.

To transfer a call to another extension.

To indicate that a call has been answered.

NEW QUESTION 45
When proposing a disaster recovery (DR) solution with a Recovery Point Objective (RPO) of 5 minutes and a Recovery Time Objective (RTO) of 15 minutes for the AICC core components, which DR model is required?

Cold Standby: Infrastructure is provisioned but requires manual data restoration.

Warm Standby: Systems are running but require a database sync and configuration import.

Hot Standby: A fully redundant, active-active cluster across two data centers with continuous data replication.

Backup and Restore: Relies on nightly backups with a recovery process of several hours.

NEW QUESTION 46
Which AICC feature directly supports the business goal of increasing revenue through cross-selling?

Automated callbacks to reduce wait times.

CRM integration with screen pops that include product recommendations and customer history.

After-call work (ACW) state for wrapping up the call.

Real-time wallboard displays for supervisors.

NEW QUESTION 47
In an omni-channel routing strategy, a customer’s interaction history from a previous web chat session can be used by the ICD to prioritize their current voice call.

True

False

NEW QUESTION 48
Which type of AICC deployment offers the customer the greatest level of control over security, customization, and data governance?

On-premises deployment

Public cloud (SaaS) deployment

Hybrid deployment

Managed service deployment

NEW QUESTION 49
What is the primary technical challenge when implementing “real-time speech analytics” for live call monitoring in AICC?

The high computational cost of processing audio streams simultaneously for sentiment analysis and keyword spotting.

The inability of current speech-to-text engines to handle different accents.

The storage requirements for the analyzed data.

Integrating the analytics results with the UAP.

NEW QUESTION 50
When troubleshooting a scenario where agents cannot log into the UAP, what is the first logical step?

Check the connectivity and status of the authentication/AAA server.

Restart the CTI server.

Reinstall the UAP software on all agent computers.

Check the IVR prompts.

NEW QUESTION 51
When implementing a virtualized AICC environment, which resource is often over-provisioned initially, leading to inefficiency?

CPU Cores

Memory (RAM)

Storage Capacity

Network Interface Cards (NICs)

NEW QUESTION 52
In the context of AICC solution design, what does “horizontal scaling” refer to?

Increasing the resources (CPU, RAM) of a single server.

Adding more servers of the same type to a pool to handle increased load.

Adding new features to the software.

Expanding the solution to support new geographic regions.

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