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VoIP Review

Total questions: 26

Worksheet time: 13mins

Name
Class
Date
1.

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

a)

The customers are having issues hearing

b)

The brand of phone they have

c)

The customer’s house wiring/wall jacks

d)

The customer's modem is not compatible

2.

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

a)
Arris Modems provide more information regarding phone service.
b)
Hitron Modems provide more information regarding phone service.
c)
Neither Hitron nor Arris Modems provide information regarding phone service.
d)
Both Hitron and Arris Modems provide the same information regarding phone service.
3.

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

a)
Customer support contact information
b)

Device Assignments

c)
User manual for the device
d)
Firmware update logs
4.

Is packet loss a concern for our VoIP service?

a)
Packet loss does not affect VoIP services.
b)
VoIP services are immune to packet loss.
c)
Packet loss is only a concern for video streaming.
d)
Yes, packet loss is a concern for our VoIP service.
5.

Are we concerned about RF when troubleshooting VoIP service?

a)
No, RF is not a concern for VoIP service.
b)
RF only affects traditional phone lines, not VoIP.
c)
VoIP troubleshooting does not involve any RF considerations.
d)
Yes, we are concerned about RF when troubleshooting VoIP service.
6.

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

a)

Momentum/Call forwarding feature

b)

Momentum/Do not disturb mode

c)

Momentum/ Selective call rejection

d)

Momentum/Voicemail settings

7.

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

a)
The call will remain unaffected.
b)
The call will improve in quality.
c)
The call will automatically transfer to a mobile device.
d)
The call may drop or disconnect.
8.

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

a)

Low Voltage electrician

b)
An online troubleshooting guide
c)
The customer service department
d)
A handyman
9.

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?

a)

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

b)

Ask the customer to restart their device

c)
Verify the customer's billing address in iCommV.
d)
Check for network speed issues in iCommV.
10.

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

a)
Check voicemail through the mobile app without logging in.
b)
Send a text message to retrieve voicemail.
c)
Access voicemail via email without a password.
d)

Dial 10-digit phone line

Press * when VM picks up

Enter PIN (Default 4227)

11.

How much does an international call to the Argentina cost per minute?

a)

.16 cents per minute

b)

.18 cents per minute

c)

.17 cents per minute

d)

.07 cents per minute

12.

Are international calls enabled by default?

a)
No, international calls are not enabled by default.
b)
International calls are automatically included in all plans.
c)
International calls require a special plan to be activated.
d)
Yes, international calls are enabled by default.
13.

What star code will the customer use to access their voicemail tree?

a)

*67/ *86

b)

*62/ *68

c)

*52/ *86

d)

*62/*86

14.

What is the website a customer can visit to change phone features themselves?

a)

Myfidphone.com

b)

Mysevphone.com

c)

Myfeaphone.com

d)

Myviophone.com

15.

What is the username for Myfidphone.com

a)

Street name

b)

10 Digit Phone Number

c)

Account number

d)

Email

16.

What resource can we utilize on HelpDesk Links in order to alter a customer's phone features?

a)

Optimy

b)

Calix Cloud

c)

BBX

d)

Momentum

17.

Does it matter which phone port the customer’s phone is plugged into?

a)
No, it doesn't matter which phone port is used.
b)
Any port will work just fine for the customer's phone.
c)
The phone can be plugged into any port without issues.
d)

Yes, one port one number.

18.

What's the ONT manufacturer, if the customer is on Fiber?

a)
ZTE
b)
Huawei
c)

Sysco

d)

Calix

19.

What modem manufacturers will the customer have if they are on coax?

a)
Cisco
b)
D-Link
c)
Linksys
d)

Arris & Hitron

20.

What two plants utilize VoIP service?

a)

Splitter/ Main HUB

b)

Ethernet/ ONT

c)

Fiber & Coax

d)

DSL/ Copper

21.

Customer is NDT after 350 days online.  What is our first TS step?

a)
Close the customer account immediately.
b)
Send a satisfaction survey to the customer.
c)
Offer a discount on future purchases.
d)

P/C the modem after ensuring we have a callback number.

22.

Customer has P/C, and they have noise on the line.  They are connected to wall jacks.  How should we have them retest the phone service?

a)

Direct connect to the modem – ensure correct phone port.

b)
Ask the customer to check their internet connection instead of the phone service.
c)
Instruct the customer to connect multiple phones to the wall jack and retest.
d)
Have the customer use a cordless phone and retest the service.
23.

Modem is unplugged but is still online.  What should we do?

a)
Replace the modem with a new one immediately.
b)

Remove the battery backup.

c)
Check the internet connection on the computer instead.
d)
Leave the modem unplugged for a few hours.
24.

Customer needs a number blocked.  What feature do you use?

a)

Selective Call Rejection/via momentum

b)

Call Forwarding/ via momentum

c)

Do Not Disturb/ momentum

d)

Voicemail Settings/ momentum

25.

Customer is connected to wall jacks and refuses to bypass.  They pay for IWM.  Are we rolling?

a)
Only if they agree to bypass.
b)
We need to bypass to roll.
c)
Yes, we are rolling.
d)
No, we are not rolling.
26.

What does VoIP stand for?

a)

Vehicle of Important Persons

b)

Voice-over Internet Protocol

c)

Verification of Important Papers

d)

Vector of Infection Prevention

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