SMB Customer Service & Wireless Standards Quiz

Questions and Answers

Which of the following are the two skills technicians need to provide customer service excellence? (Select Two)

Product knowledge

Interpersonal skills (correct)

Time management

Technical knowledge (correct)

What following wireless standards can provide the fastest wireless internet speeds?

802.11a

802.11n (correct)

802.11g

802.11b

What best describes the location the advanced wireless gateway should be installed in a business to provide sufficient wireless coverage?

In a central, open location

Spectrum BC Wi-Fi LAN is targeted to what type of customers?

Customers who have a small physical footprint where one Wi-Fi access point is sufficient for coverage. Signup and view all the answers

What TCP/IP troubleshooting test traces the path from a computer to a destination?

Trace route Signup and view all the answers

What is a conceptual model that shows how layers can work together to make communication possible on a network?

OSI model Signup and view all the answers

What is the service that enables people to surf the Internet using names instead of IP addresses?

DNS Signup and view all the answers

If a computer has an IP address of 169.254.X.X, what does this indicate?

The computer cannot connect to a router. Signup and view all the answers

Based on the given example, are the two computers on the same network?

False Signup and view all the answers

What is the service in a router that configures and provides computers with the correct IP information?

DHCP Signup and view all the answers

What is the standard Internet protocol for computers wanting to connect and communicate?

TCP/IP Signup and view all the answers

After a cable modem is installed, the technician should ______ to complete the install.

Verify the IP address, confirm Internet connectivity, wrap-up/clean up, educate customer Signup and view all the answers

When is the pre-installation call scheduled prior to SIP Trunks installation?

5 days prior to the install day Signup and view all the answers

Which network connection type requires the WAN port to be configured for dynamic DHCP IP address assignment during SIP Trunks installation?

DOCSIS Signup and view all the answers

What is the maximum number of concurrent calls possible on a SIP trunk over HFC?

23 Signup and view all the answers

What are the two things different between a Spectrum PRI and Spectrum SIP Trunks? (Select Two)

The ESG Signup and view all the answers

When would it be recommended for a customer to use a SIP trunk?

When the customer has a certified IP PBX at their location Signup and view all the answers

For Spectrum BC SIP Trunks service, which device provides firewall and demarcation between Spectrum and the customer?

ESG Signup and view all the answers

What needs to be on the customer's account for the PRI over DOCSIS device to function properly? (Select Two)

Voice Gateway Serial Number Signup and view all the answers

What feature automatically reroutes all inbound calls when all channels in the trunk group are in use?

Trunk Overflow Signup and view all the answers

What feature automatically reroutes all incoming calls during a PBX outage?

Alternate Routing Signup and view all the answers

What feature allows individual stations to have a public telephone number?

Direct Inward Dial (DID) Signup and view all the answers

If an existing PRI over DOCSIS customer has fractional service, when can an additional customer be added?

As long as the combined channels don't exceed 23. Signup and view all the answers

What is a cross connect?

Using wire to route Spectrum's dial tone to the original demarcation point Signup and view all the answers

What should you do to ensure safety from electrical shock during BC Phone installation? (Select Two)

Ensure wiring is not connected to dial tone Signup and view all the answers

What is the 25 pair telephone trunk line color code for wire number 7?

Red-orange / Orange-red Signup and view all the answers

What are the ring colors on a 25 pair telephone trunk line?

Blue, Orange, Green, Brown and Slate Signup and view all the answers

What are the tip colors on a 25 pair telephone trunk line?

White, Red, Black, Yellow and Violet Signup and view all the answers

What does it mean that BCP is a powered service?

If the power is out at the customer's site, then the customer may lose phone services. Signup and view all the answers

What should you NOT do at the Spectrum block when connecting the alarm panel?

Use a bridge clip on terminal blocks connecting the alarm panel Signup and view all the answers

What term describes the situation where a customer needs more phone lines than can be installed with a single eMTA?

Stacking Signup and view all the answers

When installing BC Phone equipment, it is important to connect to what type of power source?

An electrical outlet with permanent power Signup and view all the answers

What BC Phone tool is used to create continuity on a 66 block for dial tone pairs?

Bridge clip Signup and view all the answers

What tool is used to check for shorts and open circuits on phone lines?

KS meter or voltmeter Signup and view all the answers

What star number sequence is pressed to activate call forward unconditional?

*72 Signup and view all the answers

What star number sequence is pressed to activate caller ID blocking per call?

*67 Signup and view all the answers

What feature allows sharing of a group of lines for incoming calls?

Hunting Sequential Signup and view all the answers

It is only required to verify existing dial tones on existing phones if the installation has one or more ported telephone numbers.

False Signup and view all the answers

When installing BC Phone, you should assume that the telephone lines you are working on are active and may carry electrical current.

True Signup and view all the answers

It is against Spectrum policy to interfere with or access any network facilities owned by other service providers.

True Signup and view all the answers

What is the purpose of Business Class Phone Voice Manager?

Enables customers to activate or change BCP features in real time via a web-based portal Signup and view all the answers

How can you best reframe the negative customer statement: 'If only the customer would listen, he/she would see I am right.'?

I will do my best to communicate clearly so that the customer gets all the information needed. Signup and view all the answers

Which part of the GRACE process involves giving the customer the opportunity to clarify any unresolved issues?

End Signup and view all the answers

Which part of the GRACE process involves letting the customer know the actions taken?

Communicate Signup and view all the answers

Which part of the GRACE process involves acting quickly and effectively on the customer's behalf?

Take Action Signup and view all the answers

Which part of the GRACE process demonstrates understanding and care for the customer?

Relate Signup and view all the answers

Which part of the GRACE process involves being punctual, knowledgeable, and professional?

Greet Signup and view all the answers

Which Spectrum video product can provide digital and analog premium services to a business without STBs?

UCrypt ATX with Pro:Idiom Signup and view all the answers

Which video product can allow local content to be inserted onto an all-digital network?

Arris EGT HEMi Signup and view all the answers

Which video product can provide a custom channel lineup for a budget-friendly hotel?

Vecima Signup and view all the answers

Which software is used to configure an LG Pro:Idiom TV with Spectrum BC Pro:Idiom product?

Free to Guest (FTG) Signup and view all the answers

What are the two deployment methods of Pro:Idiom to deliver content to the customer's business? (Select Two)

Coax utilizing a Ucrypt ATX device Signup and view all the answers

What type of encryption does Pro:Idiom use to deliver premium content securely?

128 bit AES Signup and view all the answers

What are the market advantages of using Pro:Idiom for hospitality and healthcare? (Select Two)

Cost effective Signup and view all the answers

Which must be updated in the SBB when moving it from one hotel room to another?

Hotel Room Number Signup and view all the answers

During a Set Back Box installation, which TV mounting options do you have? (Select Two)

Dresser Signup and view all the answers

What is the VoIP characteristic that can cause voices to echo, sound choppy, or overlap?

Delay Signup and view all the answers

What is the VoIP characteristic that can cause distorted or choppy signals?

Jitter Signup and view all the answers

If you measure too high or too low a signal strength, how could this affect digital TV service? (Select Two)

No picture/blank screen Signup and view all the answers

What would you do to troubleshoot a customer's service if the NOC cannot connect to the router via WAN?

Create a WebEx meeting with NOC Signup and view all the answers

What are your responsibilities as a field technician for installing and supporting MRS? (Select Two)

Install Router at Customer Location Signup and view all the answers

When installing Managed Security Solutions, if the customer has more wired devices than available ports, they need to connect to what device?

Hub/switch Signup and view all the answers

Which device will the technician install for Managed Security Solutions service?

Firewall device Signup and view all the answers

Which Metro-Ethernet Forum Standard provides a dedicated point-to-multipoint connection?

EVPL Signup and view all the answers

Which Metro-Ethernet Forum Standard provides a dedicated point-to-point connection?

EPL Signup and view all the answers

With Spectrum BC Ethernet Solutions, what does the customer experience even when there are many miles between their offices?

It appears to the customer that all their offices are on the same network. Signup and view all the answers

What applications must technicians use to upload information about Spectrum WiFi Hotspot access points?

TrackOS Signup and view all the answers

What is the best practice process to install Spectrum Wi-Fi Hotspot in a customer's business?

Survey and confirm access point location, install modem, install access point, activate hotspot service, test hotspot service Signup and view all the answers

What is the requirement for a customer to be able to have a Spectrum Wi-Fi Hotspot?

True Signup and view all the answers

Study Notes

Customer Service Excellence

Technicians must utilize the GRACE process alongside technical and product knowledge for effective customer service.
Key skills for providing excellent customer service include both technical and interpersonal skills.

Wireless Standards

802.11n offers among the fastest wireless internet speeds available.

Wireless Gateway Installation

An advanced wireless gateway should be installed in a central, open location to ensure ample wireless coverage.

Target Customers for Spectrum BC Wi-Fi LAN

Spectrum BC Wi-Fi LAN is designed for customers with a small physical footprint where a single Wi-Fi access point suffices for coverage.

TCP/IP Troubleshooting

The trace route test identifies the path from a computer to a destination, displaying each router in between.

OSI Model

OSI (Open Systems Interconnection) is a conceptual model that explains how communication occurs across different network layers.

DNS Functionality

DNS (Domain Name System) allows users to navigate the internet using domain names instead of IP addresses.

APIPA IP Address

An IP address of 169.254.X.X indicates that a computer cannot connect to a router and thus cannot communicate on the router's network.

Network Configuration

Two computers with IP addresses 192.168.10.1/255.255.0.0 and 192.168.1.2/255.255.255.0 are not on the same network and cannot share data.

DHCP Service

DHCP (Dynamic Host Configuration Protocol) configures routers to supply correct IP information to computers automatically.

Standard Internet Protocol

TCP/IP (Transmission Control Protocol/Internet Protocol) serves as the standard for all device connections to the internet.

Steps After Cable Modem Installation

Completion steps after installing a cable modem include verifying the IP address, confirming internet connectivity, wrapping up, and educating the customer.

Pre-installation Call Timing

A pre-installation call for SIP Trunks should be scheduled five days prior to the installation date.

SIP Trunks Configuration

SIP Trunks installation may require the WAN port on the ESG (Enterprise Session Gateway) to utilize dynamic DHCP for IP assignment.

SIP Trunks Capacity

A maximum of 23 concurrent calls can be handled by a SIP trunk over HFC (Hybrid Fiber/Coax).

Differences Between PRI and SIP Trunks

PRI and SIP Trunks differ in the ESG and customer PBX interface.

SIP Trunking Eligibility

Recommended for customers with a certified IP PBX at their location who are interested in trunk services.

ESG Role in SIP Trunks

The ESG provides firewall options, SIP normalization, class of service marking, and acts as a boundary between the service provider and customer.

Required Customer Information for Equipment

For PRI over DOCSIS functionality, the modem MAC and Voice Gateway Serial Number must be registered with the customer's account.

PRI Over DOCSIS Features

Trunk Overflow automatically redirects inbound calls to another phone number when all trunk channels are occupied.
Alternate Routing automatically reroutes calls during PBX, PRI, or power outages that affect inbound call handling.
Direct Inward Dial (DID) allows individual phone stations to each have a public number rather than private extensions.

Channel Limit for Fractional Service

Existing PRI customers with fractional service may add another customer to the upstream CMTS as long as the total does not exceed 23 channels.

Cross Connect Definition

A cross connect refers to routing Spectrum's dial tone back to the original demarcation point using wire.

Safety Measures for Cross Connects

To ensure safety while making cross connects, confirm wiring is disconnected from the dial tone and remove all bridge clips before and during punch-down work.

Telephone Cable Color Codes

Wire number 7 in a 25-pair telephone trunk line/cable is coded red-orange / orange-red.
Ring colors in a 25-pair cable include blue, orange, green, brown, and slate.
Tip colors in a 25-pair cable include white, red, black, yellow, and violet.

BCP Service Education

Customers must understand that the BC Phone (BCP) service is powered, meaning phone service can be lost during power outages.

Installation Considerations with Alarm Panels

Avoid using bridge clips on terminal blocks when connecting an alarm panel to Spectrum's block.

Stacking in BC Phone Context

Stacking describes when a customer requires more phone lines than can be installed on a single eMTA, necessitating multiple installations.

Power Source Requirements for BC Phone Equipment

BC Phone equipment must be connected to an electrical outlet with permanent power during installation.

Tools for BC Phone Installation

A bridge clip is used for continuity on a 66 block in connecting dial tone pairs to station pairs.
A KS meter or voltmeter checks for shorts and circuit integrity on phone lines.

Activation Codes for Customer Features

*72 activates call forward unconditional (CFU).
*67 activates caller ID blocking for individual calls.

BC Phone Features

Hunting Sequential feature allows a group of lines to be shared for incoming calls, routing to the next available line when busy.

Installation Verification Requirements

It is essential to verify existing dial tones on active lines before BC Phone installation, especially if porting numbers.

Safety Policies

Technicians must assume telephone lines are live and capable of causing shocks during BC Phone installations.
Interfering with or accessing facilities owned by other service providers is against Spectrum policy.

Business Class Phone Voice Manager

This portal enables customers to activate or modify BCP features in real-time.

Reframing Customer Situations

Techniques like reframing help technicians remain positive and seek constructive outcomes during challenging interactions with customers.

GRACE Process Components

The GRACE process encompasses Greet, Relate, Communicate, Take Action, and End, with each phase focusing on effective customer interaction.

Spectrum Video Products

UCrypt ATX with Pro:Idiom enables cable TV service delivery without the need for individual STBs in residential units of apartment complexes.
Arris EGT HEMi allows local content insertion on digital video products for businesses like restaurants or bars.
Vecima provides a budget-friendly video solution to hotels, allowing custom channel lineups without STBs.
Free to Guest (FTG) software configures channel lineups for LG Pro:Idiom TVs.

Pro:Idiom Deployment Methods

Pro:Idiom content can be delivered through dedicated fiber feeds or coax using Ucrypt ATX devices at customer sites.

Pro:Idiom Encryption Standards

Encryption at 128 bit AES is used by Pro:Idiom for the secure delivery of premium content.

Pro:Idiom Market Advantages

Advantages include being cost-effective compared to consumer approaches like CableCARD and employing encryption for content security.

Service Call Procedures for Set Back Boxes

Update room numbers in the SBB after relocating it between rooms on the same floor.

SBB Mounting Options

SBBs can be mounted on desktops or dressers during installation.

VoIP Characteristics

Delay can cause echoes and choppy sounds, defined as the time packets take to reach their destination.
Jitter refers to the inconsistency in packet arrival times, leading to distorted signals.

Digital TV Service Impact

High or low signal strength can result in pixilation or a blank screen in digital TV service.

Troubleshooting NOC Connections

Creating a WebEx meeting with NOC is a step to troubleshoot service issues if device connections fail.

Technician Responsibilities for MRS

Key responsibilities include installing routers and confirming service operations, alongside troubleshooting as necessary.

Device Connections for Managed Security Solutions

Wired devices exceeding MSS available ports must connect to a hub or switch before reaching the MSS device.

Firewall Device for Managed Security Solutions

A firewall device is installed alongside the cable modem for managed security functionalities.

Metro-Ethernet Forum Standards

EVPL provides dedicated point-to-multipoint connections, while EPL offers point-to-point connections for office locations.

Spectrum BC Ethernet Solutions Experience

Customers experience seamless integration of multiple office locations despite physical distance, appearing as a unified network.

TrackOS Application Usage

Technicians use TrackOS to upload essential information about Spectrum Wi-Fi Hotspot access points for customer management.

Wi-Fi Hotspot Installation Steps

Best practice order for installing Spectrum Wi-Fi Hotspot includes surveying access point locations, modem installation, access point setup, service activation, and testing.

Wi-Fi Hotspot Customer Requirement

Customers must be subscribed to Business Class High-Speed Internet to utilize Spectrum Wi-Fi Hotspot services.

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Description

Test your knowledge on key customer service skills and wireless standards with this quiz. Understand the importance of technical and interpersonal skills in providing excellent customer service, as well as identifying the latest wireless technologies. Perfect for anyone looking to improve their expertise in these crucial areas.