100% Accurate Answers! Mar-2026 H21-287_V1.0 Actual Real Exam Questions
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NEW QUESTION # 57
What is the primary function of a "hunt group" in contact center routing?
- A. To provide background music for callers on hold.
- B. To record calls for a specific group of agents.
- C. To define a set of agents or queues that can be targeted by a single pilot number.
- D. To manage outbound dialing campaigns.
Answer: C
NEW QUESTION # 58
What is the main technical advantage of using "OPUS" as an audio codec for VoIP in AICC?
- A. It uses the most bandwidth, guaranteeing the best quality.
- B. It is only used for video calls.
- C. It is the oldest codec and has the widest compatibility.
- D. It is a versatile codec that provides high quality at low bitrates and is well-suited for variable network conditions.
Answer: D
NEW QUESTION # 59
Which AICC component is responsible for generating Call Detail Records (CDRs) that are used for billing and reporting?
- A. CTI Server
- B. UAP Client
- C. IVR System
- D. Media Server
Answer: A
NEW QUESTION # 60
A customer wants to integrate AICC with their Salesforce CRM using an API. The requirement is to screen- pop not just the contact record but also the entire case history and related knowledge base articles. Which AICC component is primarily responsible for orchestrating this complex data retrieval and presentation on the UAP?
- A. The UAP itself uses a pre-configured widget or iframe to display the CRM page.
- B. A dedicated Integration Bus or Middleware component handles the API calls and data aggregation before sending it to the UAP.
- C. The ICD engine fetches the data as part of the routing logic.
- D. The CTI server makes a direct SQL query to the CRM database.
Answer: B
NEW QUESTION # 61
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 quality of the agent's headset.
- C. The potential for malware on the computer to intercept voice data or keylogs.
- D. The operating system version on the computer.
Answer: C
NEW QUESTION # 62
When proposing an AICC solution to replace a legacy system, which non-functional requirement is often the most difficult and costly to meet for a large, established contact center?
- A. The support for a specific language.
- B. The ability to make outbound calls.
- C. The integration with a multitude of existing backend systems (CRM, ERP, etc.).
- D. The color scheme of the agent desktop.
Answer: C
NEW QUESTION # 63
What is the purpose of a "keepalive" mechanism in the SIP protocol between the AICC system and a SIP trunk provider?
- A. To transfer call control signals.
- B. To synchronize the clocks between the two systems.
- C. To ensure the audio quality remains high.
- D. To maintain NAT traversal and detect connection failure quickly.
Answer: D
NEW QUESTION # 64
For a high-volume contact center, which reporting metric, when analyzed over time, is the most critical indicator of whether the AICC solution is correctly sized for the agent workforce?
- A. Agent Occupancy Rate
- B. First Call Resolution (FCR)
- C. Average Speed of Answer (ASA)
- D. Number of interactions per day
Answer: A
NEW QUESTION # 65
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. ICD Router
- D. CTI Server
Answer: B
NEW QUESTION # 66
What is the main advantage of using an "active-active" disaster recovery configuration over an "active- passive" one?
- A. Active-active is simpler to configure and maintain.
- B. Active-active guarantees zero data loss.
- C. Active-active does not require data replication.
- D. Active-active utilizes all resources during normal operation, providing better cost efficiency and load distribution.
Answer: D
NEW QUESTION # 67
Which AICC component is responsible for detecting fax tones and redirecting the call to a fax server?
- A. UAP
- B. Media Server / Fax Detection Module
- C. ICD Router
- D. CTI Server
Answer: B
NEW QUESTION # 68
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 reduce bandwidth costs by load-balancing traffic.
- C. To protect against a complete site failure, such as a natural disaster or power outage.
- D. To meet different data retention laws in each region.
Answer: C
NEW QUESTION # 69
What is the purpose of a "dial plan" in a VoIP system within AICC?
- A. To define the rules for how phone numbers are dialed and routed.
- B. To plan the installation of phone lines.
- C. To schedule outbound call campaigns.
- D. To design the IVR menu structure.
Answer: A
NEW QUESTION # 70
When configuring a SIP trunk between the AICC solution and an ITSP (Internet Telephony Service Provider), which SIP message is sent by the AICC system to initiate a call?
- A. INVITE
- B. ACK
- C. BYE
- D. 200 OK
Answer: A
NEW QUESTION # 71
In the context of SIP trunks, what is "DID" (Direct Inward Dialing)?
- A. A method for agent authentication.
- B. A type of audio codec.
- C. A protocol for video calls.
- D. A range of telephone numbers that are routed to the AICC system over the SIP trunk.
Answer: D
NEW QUESTION # 72
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. Record the entire call including DTMF tones and encrypt the recording at rest.
- B. Use a pause-and-resume recording method to momentarily stop recording during payment entry.
- C. Implement DTMF masking at the media server level, preventing tones from being stored in call recordings or logs.
- D. Route the call to a dedicated, isolated IVR platform that is entirely outside the AICC environment.
Answer: C
NEW QUESTION # 73
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 test number used during the implementation phase.
- C. It is the main published number that customers dial to reach the contact center.
- D. It is a number used exclusively by agents to make outbound calls.
Answer: C
NEW QUESTION # 74
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