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Tech Q's - Care agents cross training. > business voice edge > Flashcards

business voice edge Flashcards

1
Q

What Business Voice Edge feature will assure that your business keeps receiving calls even during power outages?

A

Disaster Recovery

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2
Q

How many users can be monitored on the Polycom 670 phone using Expansion Modules?

A

47 users

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3
Q

Overview and Feature Demo are Webinars that include High level basics of VoiceEdge and are offered on what days?

A

Mondays, Tuesdays

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4
Q

A voice mail icon on the screen, a flashing line key, and a stutter dial tone indicate what?

A

The user has a voicemail.

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5
Q

How many lines can a Polycom VVX1500 phone handle?

A

6 lines

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6
Q

What component must the customer provide between the Edgemarc 4550 and the end user devices?

A

(Ethernet) Switch

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7
Q

What is the microphone pickup range on the Polycom 6000?

A

12 feet

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8
Q

If the Connect button on the Integrated Telephony Toolbar is red, this means what?

A

Not logged in.

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9
Q

May also be referred to as Private Numbering Plan (PNP) or Call Transfer. Allows the customer to redirect calls to other phone within the office.

A

Extension Dialing

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10
Q

Allows customers to automatically forwards incoming calls to the next open line or all lines are busy, the hunt group can send overflow calls to voicemail.

A

Multi-Line Hunt Groups (MLHG)

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11
Q

Which function of the Enterprise SIP Gateway (ESG) enables failover capabilities that utilize Comcast geographic redundant architecture?

A

Survivability

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12
Q

What is another term for a Business Contract?

A

Service Order Agreement

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13
Q

What should be verified in the billing system prior to scheduling a TC?

A

Verify Correct rate/ service codes and that equipment is ordered.

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14
Q

What is the difference between a native TN and a ported TN?

A

A native TN originates from Comcast’s assigned pool of telephone numbers. A ported TN is owned by another service provider.

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15
Q

What does ILEC stand for?

A

Incumbent Local Exchange Carrier

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16
Q

In order to verify the modem status, what information do you need?

A

You need the business’s phone numbers and MAC address for both the eMTA and Cable Modem.

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17
Q

The credentials needed to login to the Business VoiceEdge Mobile App are the same as:

A

Business VoiceEdge portal and Telephony Toolbar login.

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18
Q

What feature enables a “find me” list of phone numbers which are alerted, in order, when you receive a call?

A

Sequential Ring

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19
Q

How many employees define a small business?

A

Fewer than 20

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20
Q

The VoiceEdge feature that allows the ability to send calls directly to voicemail (busy greeting) is called ____

A

Do Not Disturb

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21
Q

Tech Admin Training is a Webinar that includes Managing users and group features via Business VoiceEdge portal and is offered on what days?

A

Fridays

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22
Q

What will the customer need to sign in to the Call Detail Record website?

A

-Account Number-Security PIN

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23
Q

What does MSO stand for?

A

Multi System Operator

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24
Q

provides call-control intelligence for establishing, maintaining, routing and terminating voice calls.

A

Broadband Telephony Server (BTS)

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25
Q

What Business Voice Edge feature allows for click-to-dial functionality from existing Outlook contacts?

A

Integrated Telephony Toolbar

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26
Q

What is a CDR?

A

Call Detail Record

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27
Q

What document gives Comcast permission to port a TN from another service provider?

A

Firm Order Commitment (FOC)

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28
Q

Call Detail Records are available for up to how many previous months?

A

18 months

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29
Q

The first step during basic troubleshooting is to verify what?

A

The rate and service codes in the appropriate billing system, either ACSR or COMTRAC

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30
Q

The credentials used to login to Business VoiceEdge Portal and Telephony Toolbar can also be used to login to:

A

The Business VoiceEdge Mobile App

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31
Q

How many lines can a Polycom 670 phone handle?

A

6 lines

32
Q

What types of problems would a customer experience if the RF levels are not within specification?

A

Jittery Voice, Echoes, & Robotized voice

33
Q

What is SIP?

A

Session Initiated Protocol

34
Q

The on-site Enterprise SIP Gateway (ESG) provides Traffic Shaping, what does this do?

A

Provides higher priority to voice traffic.

35
Q

The VoiceEdge feature that allows a user to forward all incoming calls to a specified phone number if your phone isn’t answered is called _____

A

Call Forwarding No Answer

36
Q

Which mobile operating systems is the Business VoiceEdge Mobile App available for?

A

Apple, Android

37
Q

What are three indications a VoiceEdge user will see if the they have a voicemail?

A

A voice mail icon on the screen, a flashing line key, and a stutter dial tone.

38
Q

What does the Remote Office enable a user to do?

A

Ability to Enable a remote location to act as your work phone.

39
Q

What does VAR stand for?

A

Value Added Reseller

40
Q

What does CLEC stand for?

A

Competitive Local Exchange Carrier

41
Q

Basic Phone Training is a Webinar that includes How to use your VoiceEdge phone and is offered on what days?

A

Wednesdays, Thursdays

42
Q

What feature allows customers to use home, cell or hotel phones as their business phones?

A

Remote Office

43
Q

What does the Be Anywhere feature allow you to do?

A

It allows you to setup one number that rings all your phones.

44
Q

Reception Console is a Webinar that includes Learning the software based Reception Console software and is offered on what days?

A

Custom Session

45
Q

What is the Business Voice Edge feature that enables customers to use PCs to control their desk phones?

A

Integrated Telephony Toolbar

46
Q

The VoiceEdge feature that allows a user to forward all incoming calls if you are on a call is called ___

A

Call Forwarding Busy

47
Q

The VoiceEdge feature that allows you to setup one number that rings all your phones is called _____

A

Be Anywhere

48
Q

What is a Call Detail Record (CDR)

A

A monthly record accessible online to view call details such as call to, call duration and time of day.

49
Q

What Business Voice Edge feature will monitor and notify you with a distinctive ring when the user becomes available?

A

Automatic Callback

50
Q

Where can a customer access a Call Detail Record (CDR)?

A

business.comcast.com/voice-cdr

51
Q

What does the Do Not Disturb feature do?

A

Sends calls directly to voicemail (busy greeting)

52
Q

What are the two tools used to activate Business Class Digital Voice and the Business Class Internet combination products?

A

The IVR and the Activation Server

53
Q

Enables customer to view and manage voice voicemail and other Business Class Voice features online.

A

Digital Voice Center

54
Q

How many lines can a Polycom VVX500 phone handle?

A

12 lines

55
Q

Which Business TV package provides a variety of popular channels including CNBC, The Weather Channel and Headline News?

A

Information and Entertainment

56
Q

How can a VoiceEdge user access voicemail while away from the office?

A
  1. Dial your office telephone number.
  2. When your personal greeting starts, press *
  3. Enter your password when prompted.
57
Q

In ETS, What field(s) is reviewed to verify a valid FOC has been received?

A

FOC # and FOC Date

58
Q

______ allows users to take or make calls from their handset as if they were using another person’s phone.

A

Shared Call Appearance (SCA)

59
Q

What is the name of the app that integrates the Business VoiceEdge phone with your iPhone or Android?

A

Business VoiceEdge Mobile App

60
Q

Which button should be pressed to prevent the Polycom 670 phone from ringing for incoming calls?

A

Do Not Disturb

61
Q

What monthly record can a customer access online to view call details such as call to, call duration and time of day?

A

Call Detail Record (CDR)

62
Q

What is Business VoiceEdge?

A

A fully managed phone system solution that is an alternative to on-site based PBX or key system.

63
Q

Which Business Voice Edge feature sends an email when specific calls designated by the customer arrive?

A

Call Notify

64
Q

Businesses which charge an admission fee, such as sports arenas, are eligible for which Business TV package?

A

Not eligible for Business TV

65
Q

What Business Voice Edge feature allows voicemail messages to be delivered to email inboxes as wave files?

A

Voicemail to Email Integration

66
Q

The VoiceEdge feature that allows a user to Send all calls directly to a specified phone number is called ___

A

Call Forwarding Always

67
Q

What is the Business Class TV service designed for barbershops / hair salons, gas stations, or waiting areas?

A

Business Class TV - Private View

68
Q

For Business Voice Troubleshooting Overview, name Three Reported Troubles That Will always be escalated?

A

1) DA/DL
2) E911
3) CPE

69
Q

What does the Call Forwarding Always feature do?

A

Send all calls directly to a specified phone number.

70
Q

What is NAT?

A

Network Address Translation

71
Q

What is the name of the on-site quality assurance device that provides: Traffic Shaping, NAT and Firewall, Remote Testing Capabilities, Survivability?

A

Enterprise SIP Gateway (ESG)

72
Q

What Business Voice Edge feature allows you to view all of the phones and numbers that are in your BVE group?

A

Group Directory

73
Q

How many lines can a Polycom 335 phone handle?

A

2 Lines

74
Q

A tool that provides the means for manual provisioning of Business Class Internet; as well as, set COS and FQDN for the eMTA?

A

BACC tool

75
Q

As a general rule, Smart Packet Detection in the BWG should be enabled or disabled?

A

Disabled

Tech Q's - Care agents cross training. (8 decks)

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