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WorksheetsDay 3 Recap - Provisioning
Total questions: 10
Worksheet time: 6mins
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
