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NEW QUESTION # 55
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. Disk I/O (Input/Output Operations)
- B. RAM Allocation
- C. CPU Clock Speed
- D. Network Bandwidth
Answer: C
NEW QUESTION # 56
In a capacity planning scenario, if the average handle time is 5 minutes and you receive 240 calls in a 2-hour period, what is the offered traffic in Erlangs?(Formula: Erlangs = (Number of calls * AHT in hours) / Period in hours)
- A. 1200 Erlangs
- B. 5 Erlangs
- C. 10 Erlangs
- D. 20 Erlangs
Answer: C
NEW QUESTION # 57
Which AICC concept refers to the practice of routing interactions to the best available resource, whether that is a human agent or an automated self-service system?
- A. Default Routing
- B. Manual Routing
- C. Intelligent Routing
- D. Direct Dialing
Answer: C
NEW QUESTION # 58
Which AICC feature allows a supervisor to "whisper" to an agent during a live call (provide coaching that the customer cannot hear)?
- A. Silent Monitoring
- B. Call Recording
- C. Call Coaching (Whisper)
- D. Call Barging
Answer: C
NEW QUESTION # 59
The G.729 audio codec provides higher audio fidelity and lower bandwidth consumption compared to the G.
711 codec.
- A. True
- B. False
Answer: A,B
NEW QUESTION # 60
What is the primary security concern associated with remote agents using softphones on their personal computers?
- A. The speed of the agent's home internet connection.
- B. The potential for malware on the computer to intercept voice data or keylogs.
- C. The quality of the agent's headset.
- D. The operating system version on the computer.
Answer: B
NEW QUESTION # 61
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
Answer: A
NEW QUESTION # 62
The "Average Handle Time (AHT)" metric is composed of which three elements?
- A. Talk Time + Hold Time + After-Call Work Time
- B. Answer Time + Consultation Time + Disposition Time
- C. Ring Time + Talk Time + Transfer Time
- D. Queue Time + Talk Time + Wrap-up Time
Answer: A
NEW QUESTION # 63
What does the term "codec" refer to in the context of AICC voice communications?
- A. A device for connecting to the PSTN.
- B. A protocol for call control.
- C. An algorithm that compresses and decompresses digital audio data.
- D. A type of database used for storing recordings.
Answer: C
NEW QUESTION # 64
What is the main technical challenge when implementing "Video Chat" within the AICC UAP compared to traditional voice calls?
- A. Video calls cannot be recorded.
- B. Video cannot be integrated with the CRM.
- C. Video requires significantly more network bandwidth and processing power on both the agent and customer devices.
- D. The ICD cannot route video interactions.
Answer: C
NEW QUESTION # 65
In a geographically distributed AICC deployment, which network technology is used to create a secure, private network over the public internet to connect remote sites and agents?
- A. Leased Lines (MPLS)
- B. Public Internet without encryption
- C. Local Area Network (LAN)
- D. Virtual Private Network (VPN)
Answer: D
NEW QUESTION # 66
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?
- A. Media Server
- B. Natural Language Processing (NLP) Engine
- C. CTI Server
- D. ICD Router
Answer: B
NEW QUESTION # 67
What is the main technical challenge in implementing "screen sharing" within a video chat interaction in AICC?
- A. The additional bandwidth and processing power required to capture and transmit the screen content.
- B. The inability of most web browsers to support screen sharing.
- C. The security risk of exposing sensitive information on the agent's screen.
- D. The integration with the CRM system.
Answer: A
NEW QUESTION # 68
Which factor is the most significant when determining the required storage capacity for a call recording system in AICC?
- A. The total number of calls per month.
- B. The number of recorded hours per day, the audio codec used, and the retention policy.
- C. The size of the CRM database.
- D. The number of agents.
Answer: B
NEW QUESTION # 69
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.
- A. True
- B. False
Answer: A
NEW QUESTION # 70
A customer wants to use AICC to handle customer inquiries from a popular messaging platform like WhatsApp. What is the primary technical requirement for this integration?
- A. The IVR must be configured to accept voice messages.
- B. The customer must use a specific brand of phone.
- C. All agents must have personal WhatsApp accounts.
- D. The AICC must have a dedicated component (a channel gateway) that can connect to the messaging platform's API.
Answer: D
NEW QUESTION # 71
Which AICC component would be extended or integrated with to create a custom real-time dashboard showing business-specific Key Performance Indicators (KPIs)?
- A. The IVR media server.
- B. The network switch.
- C. The CMS reporting database via ODBC/JDBC connections.
- D. The agent's UAP client.
Answer: C
NEW QUESTION # 72
What is the primary technical reason for implementing a "geographically redundant" AICC solution with components in different data centers?
- A. To improve voice quality by reducing latency for agents in different regions.
- B. To meet different data retention laws in each region.
- C. To reduce bandwidth costs by load-balancing traffic.
- D. To protect against a complete site failure, such as a natural disaster or power outage.
Answer: D
NEW QUESTION # 73
When sizing the storage for an AICC deployment, the formula (Number of Recorded Channels) * (Hours per Day) * (Bits per Second) * (3600 seconds) / (8 bits/byte) is used to calculate what?
- A. Daily network bandwidth consumption.
- B. Daily storage consumption for call recordings in bytes.
- C. The CPU utilization of the media servers.
- D. The number of concurrent agents supported.
Answer: B
NEW QUESTION # 74
What is the primary purpose of a "pilot number" in a contact center?
- A. It is a number for emergency services.
- B. It is a number used exclusively by agents to make outbound calls.
- C. It is the main published number that customers dial to reach the contact center.
- D. It is a test number used during the implementation phase.
Answer: C
NEW QUESTION # 75
In the context of SIP trunks, what is "DID" (Direct Inward Dialing)?
- A. A type of audio codec.
- B. A protocol for video calls.
- C. A method for agent authentication.
- D. A range of telephone numbers that are routed to the AICC system over the SIP trunk.
Answer: D
NEW QUESTION # 76
Which AICC feature allows an interaction to be routed based on the customer's estimated value or potential value to the business?
- A. Circular Routing
- B. Skills-Based Routing
- C. Value-Based Routing
- D. Time-Based Routing
Answer: C
NEW QUESTION # 77
What is the purpose of a "keepalive" mechanism in the SIP protocol between the AICC system and a SIP trunk provider?
- A. To ensure the audio quality remains high.
- B. To synchronize the clocks between the two systems.
- C. To transfer call control signals.
- D. To maintain NAT traversal and detect connection failure quickly.
Answer: D
NEW QUESTION # 78
Which AICC reporting metric is calculated as (Number of Calls Answered Within Threshold) / (Total Calls Offered) * 100?
- A. Agent Utilization
- B. Average Speed of Answer
- C. Abandonment Rate
- D. Service Level (%)
Answer: D
NEW QUESTION # 79
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