Day 3 Recap - Provisioning

Aside from verifying the account information, what should be the TWO (2) basic questions that you need to ask the customer once you receive a provisioning-related call?

• What is the make and model of the device?

• Where did you purchase the device?

• What specific features do you want to add to the phone?

• When is your birthday?

• When did you purchase the device?

If you receive a call from a customer who bought a 3rd party phone that is not SIP compliant, how should we handle the call?

• Assist the customer in configuring the device

• Provide the SIP settings

• Deliver the bad news and refer the customer to the RingCentral website for options

• Decline the customer's request and disconnect the call

For calls regarding phone provisioning issues, what should be the questions that you need to ask the customer? Select all that apply.

• How many phones are affected?

• What are the error messages that you see on the screen?

• How is the phone connected to the network?

• Was the phone working before?

TRUE or FALSE: It is recommended, though not mandatory, to do a remote session with the customer to configure and provision their phones.

• True

• False

Which RC tool provides assistance not only in case documentation, but also with giving step-by-step guide on how to resolve the customer's issue?

• RC Troubleshooting Tool

• Admin Interface (AI)

• Support Site

• InContact

What are the DTMF keys (star codes) that should be dialed to initiate the Coaching/Whisper call monitor feature?

• * 8 0

• * 8 1

• * 8 2

• * 8 3

Which RingCentral phone feature allows users send a broadcasted call to one or more recipients, which is automatically answered via speaker mode?

• Intercom

• Paging

• Presence

• Call Monitoring

Which RingCentral phone feature allows users send a call to a single recipient, which is automatically answered via speaker mode and allows two-way handsfree communication?

• Intercom

• Paging

• Presence

• Call Monitoring

What are the DTMF keys (star codes) that should be dialed as an alternative to the LOGIN softkey for Hot-desk phones?

• * 8 0

• * 8 1

• * 9 0

• * 9 1

TRUE or FALSE: With the Call Monitoring feature, once the supervisor initiates the BARGE mode, he/she can still return back to either SILENT MONITORING or COACHING modes.

• True

• False