更新された2026年06月09日検証済み！H21-287_V1.0問題集と解答で100%合格できる
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質問 # 68
The SIP protocol (Session Initiation Protocol) is used only for call signaling and setup; the actual voice media is carried by a separate protocol like RTP.
- A. False
- B. True
正解：B
質問 # 69
Which AICC reporting feature would be used to analyze the root cause of a sudden spike in abandoned calls?
- A. Historical Agent Performance Report.
- B. Call Detail Record (CDR) analysis with filters for queue, time, and disposition.
- C. System Health Dashboard.
- D. Real-Time Wallboard.
正解：B
質問 # 70
What is the primary purpose of a "network diagram" in an AICC proposal or design document?
- A. To illustrate the physical and logical connections between all components, including firewalls, routers, and servers.
- B. To show the organizational structure of the contact center.
- C. To list the phone numbers for the contact center.
- D. To describe the IVR menu flow.
正解：A
質問 # 71
The UAP (Unified Agent Platform) can be deployed as a web-based application, allowing agents to log in from a standard browser without installing thick client software.
- A. False
- B. True
正解：B
質問 # 72
In a capacity planning exercise, if the offered traffic is 20 Erlangs and the target Grade of Service (GoS) is P.
01, what does the Erlang B table tell you?
- A. The average speed of answer will be 20 seconds.
- B. You need 20 agents to handle the load.
- C. You need a number of trunks such that only 1% of calls will be blocked.
- D. The average call duration is 1 minute.
正解：C
質問 # 73
Which AICC feature is designed to prevent an agent from being overwhelmed by automatically limiting the number of simultaneous interactions they receive?
- A. The call recording system.
- B. The "Do Not Disturb" button on the UAP.
- C. The IVR self-service menu.
- D. Workload Management within the ICD.
正解：D
質問 # 74
A customer's business requires that all interactions (calls, chats, emails) for a single customer case are logically grouped together, regardless of the channel or time. Which AICC capability is designed specifically for this purpose?
- A. Interaction Correlation
- B. Call Recording
- C. Skill-Based Routing
- D. IVR Self-Service
正解：A
質問 # 75
The primary function of a Session Border Controller (SBC) in an AICC network is to increase the compression ratio of voice codecs to save bandwidth.
- A. False
- B. True
正解：A
質問 # 76
In the context of AICC high availability, what is the difference between "N+1" and "1+1" redundancy models?
- A. They are identical and can be used interchangeably.
- B. N+1 is for software, 1+1 is for hardware.
- C. N+1 provides one spare component for N active components, while 1+1 is an active-standby pair.
- D. 1+1 provides better performance, while N+1 is more cost-effective.
正解：C
質問 # 77
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. First Call Resolution (FCR)
- B. Number of interactions per day
- C. Average Speed of Answer (ASA)
- D. Agent Occupancy Rate
正解：D
質問 # 78
In AICC reporting, what is the significant difference between "Service Level" and "Service Level Target"?
- A. Service Level applies to emails, and Service Level Target applies to calls.
- B. Service Level is a historical calculation, while Service Level Target is a goal set in the configuration.
- C. They are identical terms.
- D. Service Level Target is managed by the IVR, and Service Level is managed by the ICD.
正解：B
質問 # 79
When designing the network for a cloud-based AICC deployment, what is the primary benefit of using a Direct Connect or Express Route type of service instead of the public internet?
- A. It removes the need for any firewall security policies.
- B. It provides a private, dedicated network connection with more consistent bandwidth and lower latency.
- C. It automatically provides a backup connection.
- D. It is always less expensive than using the public internet.
正解：B
質問 # 80
What is the primary benefit of using a "hybrid" AICC deployment model (combining on-premises and cloud components)?
- A. It is always the cheapest option.
- B. It does not require an internet connection.
- C. It allows the customer to keep sensitive data on-premises while leveraging cloud scalability for variable workloads.
- D. It is the simplest to manage.
正解：C
質問 # 81
What is the main technical challenge when implementing "Video Chat" within the AICC UAP compared to traditional voice calls?
- A. Video requires significantly more network bandwidth and processing power on both the agent and customer devices.
- B. Video calls cannot be recorded.
- C. The ICD cannot route video interactions.
- D. Video cannot be integrated with the CRM.
正解：A
質問 # 82
Which factor has the greatest impact on the accuracy of a speech recognition (ASR) engine in the IVR?
- A. The quality and clarity of the audio signal and the use of a well-tuned language model.
- B. The volume of the caller's voice.
- C. The brand of the media server.
- D. The time of day.
正解：A
質問 # 83
In AICC, what does the term "adherence" refer to in workforce management (WFM) context?
- A. How closely agents follow their scheduled tasks (e.g., login times, breaks).
- B. The success rate of outbound calls.
- C. The accuracy of the IVR speech recognition.
- D. The rate at which customers agree to surveys.
正解：A
質問 # 84
When designing an AICC solution for a global enterprise, which factor is most important for ensuring consistent service levels across all regions?
- A. Centralized management and monitoring with localized configuration where needed.
- B. Forcing all agents to work in the same time zone.
- C. Using a single, global SIP trunk provider.
- D. Using the same hardware in every data center.
正解：A
質問 # 85
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. 200 OK
- D. BYE
正解：A
質問 # 86
In the AICC architecture, what is the role of a "stateless" component?
- A. It handles the recording of all interactions.
- B. It is responsible for storing all customer data.
- C. It does not retain any session information between requests, which aids in scalability and reliability.
- D. It is a component that cannot be replicated.
正解：C
質問 # 87
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. Route the call to a dedicated, isolated IVR platform that is entirely outside the AICC environment.
- B. Record the entire call including DTMF tones and encrypt the recording at rest.
- C. Use a pause-and-resume recording method to momentarily stop recording during payment entry.
- D. Implement DTMF masking at the media server level, preventing tones from being stored in call recordings or logs.
正解：D
質問 # 88
A customer wants to use AICC to handle customer inquiries from a popular messaging platform like WhatsApp. What is the primary technical requirement for this integration?
- A. The AICC must have a dedicated component (a channel gateway) that can connect to the messaging platform's API.
- B. All agents must have personal WhatsApp accounts.
- C. The customer must use a specific brand of phone.
- D. The IVR must be configured to accept voice messages.
正解：A
質問 # 89
In a multi-site AICC deployment with active-active data centers, which database replication method provides the lowest Recovery Point Objective (RPO) by synchronously writing transactions to both locations?
- A. Scheduled backup restoration
- B. Snapshot replication
- C. Asynchronous log shipping
- D. Synchronous mirroring
正解：D
質問 # 90
In a multi-channel interaction, what is the "context" that needs to be preserved when switching channels?
- A. The customer's identity, previous interaction history, and the current state of their issue.
- B. The time of day the interaction started.
- C. The agent's login information.
- D. The network IP address of the customer's device.
正解：A
質問 # 91
In the context of project management for an AICC implementation, what does the term "phased rollout" refer to?
- A. Installing all components at once.
- B. Deploying the solution to groups of users or sites incrementally to mitigate risk.
- C. Rolling back the software to a previous version.
- D. Training agents after the system is live.
正解：B
質問 # 92
Which AICC architecture pattern is most resistant to a "split-brain" scenario in a high-availability cluster?
- A. Manual intervention by an administrator.
- B. Relying on the network heartbeat alone.
- C. Implementing a third-party witness service or a tie-breaker node in a separate fault domain.
- D. Using a single quorum disk witness.
正解：C
質問 # 93
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