H21-287_V1.0 무료 덤프문제 온라인 액세스

In a multi-channel interaction, what is the "context" that needs to be preserved when switching channels?

• A.The agent's login information.
• B.The time of day the interaction started.
• C.The customer's identity, previous interaction history, and the current state of their issue.
• D.The network IP address of the customer's device.

When proposing a disaster recovery (DR) solution with a Recovery Point Objective (RPO) of 5 minutes and a Recovery Time Objective (RTO) of 15 minutes for the AICC core components, which DR model is required?

• A.Cold Standby: Infrastructure is provisioned but requires manual data restoration.
• B.Warm Standby: Systems are running but require a database sync and configuration import.
• C.Backup and Restore: Relies on nightly backups with a recovery process of several hours.
• D.Hot Standby: A fully redundant, active-active cluster across two data centers with continuous data replication.

In an omni-channel implementation, what is the technical challenge of maintaining a "persistent conversation state" when a customer switches from a web chat to a voice call mid-conversation?

• A.It is impossible to achieve without the customer providing an identifier each time.
• B.It can only be done if the voice call is placed through a special link in the chat window.
• C.It requires a shared session database that both the chat server and CTI can access with a common session ID.
• D.The UAP automatically handles this without any additional configuration.

What is the purpose of "Dynamic Number Insertion" in an outbound campaign?

• A.To mask the agent's voice.
• B.To randomly select phone numbers from a list.
• C.To increase the dialing speed.
• D.To display a specific callback number on the recipient's caller ID that is different from the dialing number.

What is the primary risk of setting an overly aggressive "dialing ratio" in a predictive outbound campaign?

• A.A high number of abandoned calls, leading to compliance issues and customer dissatisfaction.
• B.Decreased call quality.
• C.Lower connection rates.
• D.Increased agent idle time.