Online Access Free H21-287_V1.0 Practice Test

For a predictive dialer campaign, which algorithm parameter is most crucial to optimize in order to balance agent utilization and minimize the number of abandoned calls (where a person answers but no agent is available)?

• A.The average call duration.
• B.The time zone of the numbers being dialed.
• C.The dialing ratio (number of lines dialed per available agent).
• D.The call transfer time.

Which AICC component is responsible for detecting fax tones and redirecting the call to a fax server?

• A.UAP
• B.ICD Router
• C.Media Server / Fax Detection Module
• D.CTI Server

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 IVR, which collects the customer's level.
• B.The CTI, which attaches the customer level to the call based on caller ID.
• C.The UAP, which displays the customer level to the agent.
• D.The ICD, which is configured with routing rules based on customer attributes.

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 the oldest codec and has the widest compatibility.
• C.It is a versatile codec that provides high quality at low bitrates and is well-suited for variable network conditions.
• D.It is only used for video calls.

What is the primary function of a "hunt group" in contact center routing?

• A.To record calls for a specific group of agents.
• B.To define a set of agents or queues that can be targeted by a single pilot number.
• C.To manage outbound dialing campaigns.
• D.To provide background music for callers on hold.