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Last Updated: Aug 28, 2026
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| Section | Weight | Objectives |
|---|---|---|
| Presales Capability and Case Analysis | 25% | - Common questions and solutions - Competitive analysis and differentiation - Solution proposal and quotation preparation - Typical project cases and best practices |
| AICC Solution Overview | 20% | - Architecture and components of AICC solution - Typical application scenarios and value - Basic concepts and positioning of AICC |
| AICC Solution Design | 25% | - Security and compliance considerations - High availability and disaster recovery design - Capacity planning and network design - Requirement analysis and solution planning |
| AICC Product Knowledge | 30% | - ICD (Intelligent Call Distributor) principles and functions - Integration with third-party systems (CRM, billing, etc.) - CTI, IVR, recording and other core modules - UAP (Unified Agent Platform) features and specifications |
Question 1
What is the primary function of a "load balancer" in front of a pool of AICC UAP web servers?
A. To balance the audio levels of calls.
B. To distribute incoming agent connection requests evenly across the servers to prevent overload on any single one.
C. To load the software onto agent computers.
D. To manage the workload of individual agents.
Question 2
When implementing a virtualized AICC environment, which resource is often over-provisioned initially, leading to inefficiency?
A. Storage Capacity
B. Network Interface Cards (NICs)
C. Memory (RAM)
D. CPU Cores
Question 3
When performing a root cause analysis of high jitter in voice calls, which network device's configuration should be investigated first?
A. The application server running the UAP.
B. The agent's IP phone.
C. The database server.
D. The network routers and switches for QoS (Quality of Service) settings.
Question 4
Which AICC capability is essential for supporting customers with disabilities, such as hearing impairments?
A. Video call functionality.
B. TTY/TDD (Teletypewriter/Telecommunications Device for the Deaf) support.
C. Silent monitoring.
D. High-quality audio codecs.
Question 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. Asynchronous log shipping
B. Scheduled backup restoration
C. Synchronous mirroring
D. Snapshot replication
Solutions:
| Question 1 Answer: B | Question 2 Answer: C | Question 3 Answer: D | Question 4 Answer: B | Question 5 Answer: C |
Xaviera
Armstrong
Borg
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Ernest
Hilary
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