VoIP Review

What is the primary reason for static/noise on the line complaints?

• The customers are having issues hearing

• The brand of phone they have

• The customer’s house wiring/wall jacks

• The customer's modem is not compatible

Do Hitron or Arris Modems provide more information regarding phone service?

• Arris Modems provide more information regarding phone service.
• Hitron Modems provide more information regarding phone service.
• Neither Hitron nor Arris Modems provide information regarding phone service.
• Both Hitron and Arris Modems provide the same information regarding phone service.

In iCommV, where can we locate modems that provide telephone service?

• Customer support contact information
• Device Assignments

• User manual for the device
• Firmware update logs

Is packet loss a concern for our VoIP service?

• Packet loss does not affect VoIP services.
• VoIP services are immune to packet loss.
• Packet loss is only a concern for video streaming.
• Yes, packet loss is a concern for our VoIP service.

Are we concerned about RF when troubleshooting VoIP service?

• No, RF is not a concern for VoIP service.
• RF only affects traditional phone lines, not VoIP.
• VoIP troubleshooting does not involve any RF considerations.
• Yes, we are concerned about RF when troubleshooting VoIP service.

If a customer needs you to block a number for them, What feature will you utilize?

• Momentum/Call forwarding feature

• Momentum/Do not disturb mode

• Momentum/ Selective call rejection

• Momentum/Voicemail settings

When power cycling a customer's phone service modem, what might happen to the call if they’re using the landline?

• The call will remain unaffected.
• The call will improve in quality.
• The call will automatically transfer to a mobile device.
• The call may drop or disconnect.

If a customer does not have inside wire maintenance, whom will they be referred to for a house wiring issue?

• Low Voltage electrician

• An online troubleshooting guide
• The customer service department
• A handyman

If a customer has static on the line, how should we have them test the service? Before rolling a service call, what additional charge should we check for in iCommV?

• Bypass house wiring.  Check for inside wire maintenance or IWM.

• Ask the customer to restart their device

• Verify the customer's billing address in iCommV.
• Check for network speed issues in iCommV.

How can Voip customers check their voicemail while not at home?

• Check voicemail through the mobile app without logging in.
• Send a text message to retrieve voicemail.
• Access voicemail via email without a password.
• Dial 10-digit phone line

  Press * when VM picks up

  Enter PIN (Default 4227)