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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
What Business Voice Edge feature allows for click-to-dial functionality from existing Outlook contacts?
Integrated Telephony Toolbar
26
What is a CDR?
Call Detail Record
27
What document gives Comcast permission to port a TN from another service provider?
Firm Order Commitment (FOC)
28
Call Detail Records are available for up to how many previous months?
18 months
29
The first step during basic troubleshooting is to verify what?
The rate and service codes in the appropriate billing system, either ACSR or COMTRAC
30
The credentials used to login to Business VoiceEdge Portal and Telephony Toolbar can also be used to login to:
The Business VoiceEdge Mobile App
31
How many lines can a Polycom 670 phone handle?
6 lines
32
What types of problems would a customer experience if the RF levels are not within specification?
Jittery Voice, Echoes, & Robotized voice
33
What is SIP?
Session Initiated Protocol
34
The on-site Enterprise SIP Gateway (ESG) provides Traffic Shaping, what does this do?
Provides higher priority to voice traffic.
35
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 _____
Call Forwarding No Answer
36
Which mobile operating systems is the Business VoiceEdge Mobile App available for?
Apple, Android
37
What are three indications a VoiceEdge user will see if the they have a voicemail?
A voice mail icon on the screen, a flashing line key, and a stutter dial tone.
38
What does the Remote Office enable a user to do?
Ability to Enable a remote location to act as your work phone.
39
What does VAR stand for?
Value Added Reseller
40
What does CLEC stand for?
Competitive Local Exchange Carrier
41
Basic Phone Training is a Webinar that includes How to use your VoiceEdge phone and is offered on what days?
Wednesdays, Thursdays
42
What feature allows customers to use home, cell or hotel phones as their business phones?
Remote Office
43
What does the Be Anywhere feature allow you to do?
It allows you to setup one number that rings all your phones.
44
Reception Console is a Webinar that includes Learning the software based Reception Console software and is offered on what days?
Custom Session
45
What is the Business Voice Edge feature that enables customers to use PCs to control their desk phones?
Integrated Telephony Toolbar
46
The VoiceEdge feature that allows a user to forward all incoming calls if you are on a call is called ___
Call Forwarding Busy
47
The VoiceEdge feature that allows you to setup one number that rings all your phones is called _____
Be Anywhere
48
What is a Call Detail Record (CDR)
A monthly record accessible online to view call details such as call to, call duration and time of day.
49
What Business Voice Edge feature will monitor and notify you with a distinctive ring when the user becomes available?
Automatic Callback
50
Where can a customer access a Call Detail Record (CDR)?
business.comcast.com/voice-cdr
51
What does the Do Not Disturb feature do?
Sends calls directly to voicemail (busy greeting)
52
What are the two tools used to activate Business Class Digital Voice and the Business Class Internet combination products?
The IVR and the Activation Server
53
Enables customer to view and manage voice voicemail and other Business Class Voice features online.
Digital Voice Center
54
How many lines can a Polycom VVX500 phone handle?
12 lines
55
Which Business TV package provides a variety of popular channels including CNBC, The Weather Channel and Headline News?
Information and Entertainment
56
How can a VoiceEdge user access voicemail while away from the office?
1. Dial your office telephone number. 2. When your personal greeting starts, press * 3. Enter your password when prompted.
57
In ETS, What field(s) is reviewed to verify a valid FOC has been received?
FOC # and FOC Date
58
______ allows users to take or make calls from their handset as if they were using another person's phone.
Shared Call Appearance (SCA)
59
What is the name of the app that integrates the Business VoiceEdge phone with your iPhone or Android?
Business VoiceEdge Mobile App
60
Which button should be pressed to prevent the Polycom 670 phone from ringing for incoming calls?
Do Not Disturb
61
What monthly record can a customer access online to view call details such as call to, call duration and time of day?
Call Detail Record (CDR)
62
What is Business VoiceEdge?
A fully managed phone system solution that is an alternative to on-site based PBX or key system.
63
Which Business Voice Edge feature sends an email when specific calls designated by the customer arrive?
Call Notify
64
Businesses which charge an admission fee, such as sports arenas, are eligible for which Business TV package?
Not eligible for Business TV
65
What Business Voice Edge feature allows voicemail messages to be delivered to email inboxes as wave files?
Voicemail to Email Integration
66
The VoiceEdge feature that allows a user to Send all calls directly to a specified phone number is called ___
Call Forwarding Always
67
What is the Business Class TV service designed for barbershops / hair salons, gas stations, or waiting areas?
Business Class TV - Private View
68
For Business Voice Troubleshooting Overview, name Three Reported Troubles That Will always be escalated?
1) DA/DL 2) E911 3) CPE
69
What does the Call Forwarding Always feature do?
Send all calls directly to a specified phone number.
70
What is NAT?
Network Address Translation
71
What is the name of the on-site quality assurance device that provides: Traffic Shaping, NAT and Firewall, Remote Testing Capabilities, Survivability?
Enterprise SIP Gateway (ESG)
72
What Business Voice Edge feature allows you to view all of the phones and numbers that are in your BVE group?
Group Directory
73
How many lines can a Polycom 335 phone handle?
2 Lines
74
A tool that provides the means for manual provisioning of Business Class Internet; as well as, set COS and FQDN for the eMTA?
BACC tool
75
As a general rule, Smart Packet Detection in the BWG should be enabled or disabled?
Disabled

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

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