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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.
Answer: C
NEW QUESTION # 25
In the context of SIP trunks, what is "DID" (Direct Inward Dialing)?
A. A range of telephone numbers that are routed to the AICC system over the SIP trunk.
B. A method for agent authentication.
C. A protocol for video calls.
D. A type of audio codec.
Answer: A
NEW QUESTION # 26
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 can only be done if the voice call is placed through a special link in the chat window.
B. It requires a shared session database that both the chat server and CTI can access with a common session ID.
C. It is impossible to achieve without the customer providing an identifier each time.
D. The UAP automatically handles this without any additional configuration.
Answer: B
NEW QUESTION # 27
For a global AICC deployment, which technique is used to minimize latency for agents and customers in different continents?
A. Increasing the bandwidth of the WAN links.
B. Using a single codec for all calls.
C. Using a global load balancer to direct users to the nearest regional AICC instance.
D. Deploying a single, centralized AICC cluster in one data center.
Answer: C
NEW QUESTION # 28
In a capacity planning scenario, if the average handle time is 5 minutes and you receive 240 calls in a 2-hour period, what is the offered traffic in Erlangs?(Formula: Erlangs = (Number of calls * AHT in hours) / Period in hours)
A. 10 Erlangs
B. 5 Erlangs
C. 1200 Erlangs
D. 20 Erlangs
Answer: A
NEW QUESTION # 29
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