素晴らしいH21-287_V1.0試験問題集試そうH21-287_V1.0問題集PDF
H21-287_V1.0問題集PDFでH21-287_V1.0リアル試験問題解答
質問 # 44
In the context of AICC, what does "ACD" stand for?
- A. Automated Call Director
- B. Automatic Call Distributor
- C. Agent Call Desk
- D. Audio Codec Device
正解：B
質問 # 45
Which component in the AICC architecture is responsible for converting text-based chatbot responses into spoken audio for a seamless transition from chat to voice?
- A. ICD Router
- B. Text-to-Speech (TTS) engine
- C. Automatic Speech Recognition (ASR) engine
- D. Media Server
正解：B
質問 # 46
Which AICC component would be responsible for enforcing a business rule that limits the number of password reset requests a single customer can initiate via IVR within a 24-hour period?
- A. The IVR application logic itself, using a counter variable.
- B. The agent supervisor through the UAP.
- C. The network firewall.
- D. The CMS reporting system.
正解：A
質問 # 47
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. 5 Erlangs
- B. 1200 Erlangs
- C. 10 Erlangs
- D. 20 Erlangs
正解：C
質問 # 48
What is the purpose of a "dial plan" in a VoIP system within AICC?
- A. To plan the installation of phone lines.
- B. To define the rules for how phone numbers are dialed and routed.
- C. To schedule outbound call campaigns.
- D. To design the IVR menu structure.
正解：B
質問 # 49
Which factor is the most significant when determining the required storage capacity for a call recording system in AICC?
- A. The number of recorded hours per day, the audio codec used, and the retention policy.
- B. The size of the CRM database.
- C. The total number of calls per month.
- D. The number of agents.
正解：A
質問 # 50
In the context of AICC high availability, what is the difference between "N+1" and "1+1" redundancy models?
- A. 1+1 provides better performance, while N+1 is more cost-effective.
- B. They are identical and can be used interchangeably.
- C. N+1 provides one spare component for N active components, while 1+1 is an active-standby pair.
- D. N+1 is for software, 1+1 is for hardware.
正解：C
質問 # 51
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.
- A. False
- B. True
正解：A
質問 # 52
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. CPU Clock Speed
- B. Network Bandwidth
- C. Disk I/O (Input/Output Operations)
- D. RAM Allocation
正解：A
質問 # 53
For a global AICC deployment, which technique is used to minimize latency for agents and customers in different continents?
- A. Increasing the bandwidth of the WAN links.
- B. Deploying a single, centralized AICC cluster in one data center.
- C. Using a global load balancer to direct users to the nearest regional AICC instance.
- D. Using a single codec for all calls.
正解：C
質問 # 54
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?
- A. The call recording system.
- B. The IVR menu.
- C. The network firewall.
- D. Agent State Management (e.g., setting the agent to "busy" on outbound calls).
正解：D
質問 # 55
What is the key difference between "progressive" and "predictive" dialing modes in an outbound campaign?
- A. Predictive dialing is only for surveys, while progressive is for sales.
- B. Progressive dialing waits for an agent to be free before placing the next call, while predictive uses algorithms to dial ahead.
- C. Progressive dialing is faster and more aggressive than predictive dialing.
- D. There is no significant difference.
正解：B
質問 # 56
Which AICC component is responsible for generating Call Detail Records (CDRs) that are used for billing and reporting?
- A. IVR System
- B. Media Server
- C. UAP Client
- D. CTI Server
正解：D
質問 # 57
Which QoS (Quality of Service) marking on IP packets is typically used for voice media (RTP streams) to ensure priority treatment over the network?
- A. DSCP CS0 (Class Selector 0)
- B. DSCP EF (Expedited Forwarding)
- C. DSCP CS7 (Class Selector 7)
- D. DSCP AF21 (Assured Forwarding)
正解：B
質問 # 58
Which AICC architecture pattern is most resistant to a "split-brain" scenario in a high-availability cluster?
- A. Relying on the network heartbeat alone.
- B. Implementing a third-party witness service or a tie-breaker node in a separate fault domain.
- C. Manual intervention by an administrator.
- D. Using a single quorum disk witness.
正解：B
質問 # 59
What is the main technical challenge in implementing "screen sharing" within a video chat interaction in AICC?
- A. The security risk of exposing sensitive information on the agent's screen.
- B. The additional bandwidth and processing power required to capture and transmit the screen content.
- C. The integration with the CRM system.
- D. The inability of most web browsers to support screen sharing.
正解：B
質問 # 60
What is the key technical advantage of using an "API-first" architecture in modern AICC solutions?
- A. It makes the IVR prompts sound clearer.
- B. It reduces the cost of hardware.
- C. It eliminates the need for a SIP trunk.
- D. It simplifies integration with third-party systems and enables the creation of custom applications.
正解：D
質問 # 61
When implementing a new AICC solution, what is the purpose of a "User Acceptance Testing (UAT)" phase?
- A. To train the administrators on system maintenance.
- B. To stress-test the servers for maximum capacity.
- C. To test the network connectivity between components.
- D. To have end-users (agents, supervisors) verify that the system meets their business requirements and is ready for go-live.
正解：D
質問 # 62
In AICC, what is the "customer journey"?
- A. The complete sequence of touchpoints a customer has with the contact center across all channels over time.
- B. The training process for new agents.
- C. The route taken by a call through the network.
- D. The path a customer takes through the IVR menu during a single call.
正解：A
質問 # 63
What is the fundamental technical difference between "Skill-Based Routing" and "Behavioral Routing" in an advanced AICC ICD implementation?
- A. Skill-Based Routing uses agent proficiency levels, while Behavioral Routing analyzes real-time customer sentiment to select an agent.
- B. Skill-Based Routing is configured statically, while Behavioral Routing is always dynamic and requires no configuration.
- C. Skill-Based Routing is for voice calls only, while Behavioral Routing is for digital channels.
- D. They are synonymous terms for the same functionality.
正解：A
質問 # 64
In the context of AICC and SIP integration, what is the primary purpose of a Session Border Controller (SBC) in a security-focused design?
- A. To increase the audio codec bandwidth for better voice quality.
- B. To provide load balancing exclusively for IVR media servers.
- C. To act as a firewall for SIP/VoIP traffic, preventing topology hiding and mitigating SIP-based attacks.
- D. To replace the need for a CTI server by handling call control directly.
正解：C
質問 # 65
Which AICC component is most directly involved in determining that a call from a "Platinum" customer should be routed to a dedicated queue for senior agents?
- A. The ICD, which is configured with routing rules based on customer attributes.
- B. The IVR, which collects the customer's level.
- C. The CTI, which attaches the customer level to the call based on caller ID.
- D. The UAP, which displays the customer level to the agent.
正解：A
質問 # 66
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