Huawei H19-304 問題集

質問 1：
The traffic is very busy. Each skill queue has a large number of calls waiting. After an agent is idle, because the agent has multiple skills, what can be used to assign the appropriate call to the agent? () (multiple choices in this question)
A. Random allocation
B. The seat weight of the agent
C. Expected turn-on rate, minimum turn-on rate, and real-time turn-on rate for each skill queue
D. The agent's skill weight, which skill has a high skill weight, is assigned to the agent.
正解：C,D

質問 2：
CIO/CTO concerns about the construction of unified communication systems include () (multiple choices of this question)
A. Improve communication efficiency
B. Control communication costs
C. Improve IT applications and frameworks to facilitate the expansion of new business
D. Easy to manage and maintain
正解：A,B,C,D

質問 3：
The open integration of the eSpace UC solution is now impossible: ()
A. Lync integration
B. Cisco TelePresence Integration
C. Outlook integration
D. Polycom integration
正解：B

質問 4：
After the Huawei contact center receives the message from the social media, the message needs to be distributed to the appropriate agent for processing. Which of the following distribution modes is not supported by the current system. ()
A. The administrator can view the sentiment category and sentiment index of each message to identify whether the message is a positive message or a negative message, which is convenient for the administrator to process quickly.
B. When the administrator forwards to the relevant agent for processing, he may request to reply to the agent's reply message. After the agent replies, it will be posted to social media after being reviewed by the administrator.
C. The system can identify the keywords in the message, automatically filter out the useless messages according to the keywords, and assign the useful messages to the appropriate agent for automatic message distribution, which greatly reduces the administrator's distribution workload. .
D. The administrator can check the influence of the message publisher and give quick response to the more influential publishers, such as stars, to avoid the situation.
正解：C

質問 5：
The Huawei self-service portal system can connect to third-party databases and third-party service systems to implement flexible and automated services.
Which component is responsible for the third-party database connection. ()
A. Aplogic
B. DtProxy
C. DB Connertion
D. ICS
正解：A

質問 6：
The agent needs two terminals, one for the voice terminal and the other for the PC client.
The description about the PC client is wrong: ()
A. The code of the eSpace Agent cannot be opened to the integrator.
B. ISV can also use the interface to customize a PC client.
C. The eSpace Agent is a PC client provided by Huawei and provides multimedia access capabilities.
D. The eSpace Agent can be built into a softphone to automatically register the softphone to the queue to simplify agent operations.
正解：A

質問 7：
Huawei self-service portal is an application development platform. Through customized development, you can develop a variety of applications. Which of the following application scenarios can be supported? () (multiple choices in this question)
A. Voice message scene
B. Automatic outgoing call
C. Play queue position to the waiting call
D. Fax sending and receiving scenes
正解：A,B,C,D

質問 8：
eSpace Mobile HD only supports iPad
A. FALSE
B. TRUE
正解：A

質問 9：
Huawei UC platform and Lync interworking can be based on H.248 or SIP or H.323. ()
A. FALSE
B. TRUE
正解：A