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Last Updated: Jul 27, 2026
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| Section | Weight | Objectives |
|---|---|---|
| AICC Product Knowledge | 30% | - Integration with third-party systems (CRM, billing, etc.) - CTI, IVR, recording and other core modules - UAP (Unified Agent Platform) features and specifications - ICD (Intelligent Call Distributor) principles and functions |
| Presales Capability and Case Analysis | 25% | - Competitive analysis and differentiation - Typical project cases and best practices - Solution proposal and quotation preparation - Common questions and solutions |
| AICC Solution Design | 25% | - Requirement analysis and solution planning - High availability and disaster recovery design - Capacity planning and network design - Security and compliance considerations |
| AICC Solution Overview | 20% | - Basic concepts and positioning of AICC - Typical application scenarios and value - Architecture and components of AICC solution |
1. 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 network routers and switches for QoS (Quality of Service) settings.
C) The agent's IP phone.
D) The database server.
2. When implementing a virtualized AICC environment, which resource is often over-provisioned initially, leading to inefficiency?
A) Memory (RAM)
B) Network Interface Cards (NICs)
C) CPU Cores
D) Storage Capacity
3. A customer's existing network has a strict firewall policy that only allows outbound HTTPS (TCP/443) connections. When integrating AICC's UAP with a third-party CRM hosted in a public cloud, which integration method is most likely to succeed without requiring changes to the firewall's inbound rules?
A) The UAP initiates outbound HTTPS/WebSocket connections to a cloud-based integration broker.
B) A site-to-site IPsec VPN tunnel between the customer's data center and the cloud provider.
C) Using the CRM's public REST API with inbound POST requests to the AICC application server.
D) A direct, persistent SIP trunk connection from the CRM to the AICC CTI.
4. When migrating from a legacy TDM-based PBX/ACD to an all-IP AICC solution, what is the purpose of a VoIP Gateway in the initial phased cut-over plan?
A) To replace the existing ACD immediately.
B) To provide a temporary bridge, allowing IP-based AICC agents to interact with the legacy TDM trunks and queues.
C) To act as the new CTI server.
D) To convert analog agent phones to IP phones.
5. For a customer who requires detailed compliance reporting for PCI DSS, which AICC feature is essential to demonstrate that cardholder data is not present in call recordings?
A) Digital watermarking of audio files.
B) Automatic deletion of recordings after 24 hours.
C) Secure logging of all access to the recording system.
D) Segmentation of the network where recordings are stored.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: C |
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