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CCT5 Class 2015 > CCT4 Material Reviewed > Flashcards

CCT4 Material Reviewed Flashcards

1
Q

What are two benefits of the CT Champion program to the Champion?

A
  • Increases loyalty and productivity of champion’s employess
  • Creates a sense of team within a work group
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2
Q

What are two benefits of the CT Champion program to the Student?

A
  • Provides the opportunity to learn about the profession
  • Provides valuable input about personal strengths and weaknesses
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3
Q

What are two benefits about the CT Champion program to Comcast?

A
  • Reduced turnover
  • Increased employee productivity
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4
Q

How often should you provide feedback?

A

It is important to provide feedback daily.

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5
Q

What are the four Learning Opportunities?

A
  • On the job training
  • Shadowing
  • Cross Training
  • Coaching
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6
Q

Identify the Learning Opportunity in which:

Learning opportunity that requires the student, not the champion, to be primarily responsible to completign the work order. The champion will be assisting the student complete his/her work.

A

On the Job Training

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7
Q

Identify the Learning Opportunity in which:

Learning opportunity that allows the champion to be primarily responsible for completing the work order. The student will be assisting the champion complete his/her work.

A

Shadowing

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8
Q

Identify the Learning Opportunity in which:

Learning opportunity in which the student trains with a student who works with technologies that the student would not otherwise be responsible for. An example would be a technician who mainly installs video services working with a technician who is installing Digital Voice Service.

A

Cross Training

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9
Q

Identify the Learning Opportunity in which:

Learning opportunity that occurs throughout a day of rideouts that addresses any aspect of the student’s spirit, ability or career development.

A

Coaching

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10
Q

What are the five key facts of adult learning?

A
  • Variety
  • Brevity
  • Experience
  • Self-Discovery
  • Relevance
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11
Q

“Learn in different ways” relates to which of the 5 Key Facts of how Adults Learn?

A

Variety

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12
Q

“Listen attentively for about 10 minutes, then easily become distracted” relates to which of the 5 Key Facts of Adult Learning?

A

Brevity

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13
Q

“When receiving new information, they compare it to what they already know, assimilating what’s familiar and processing what is new.” This relates to which of the 5 Key Facts of Adult Learning?

A

Experience

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14
Q

“Find it effective to acquire information on their own” relates to which of the 5 Key Facts of Adult Learning?

A

Self-Discovery

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15
Q

“Want to believe it’s relevant to them, want to know what they are learning is important” relates to which of the 5 Key Facts of Adult Learning?

A

Relevance

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16
Q

What are the three adult learning styles?

A
  • Visual
  • Auditory
  • Tactile
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17
Q

This type of adult learners learn by having things explained to them, reading notes out loud, ect.

A

Auditory

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18
Q

This type of adult learners think in pictures and like to see examples

A

Visual

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19
Q

This type of adult learners prefer moving, doing, touching, hands on approach

A

Tactile

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20
Q

Why is it important to create rapport with a customer?

A

You create a relationship with that person, in which he/she feels comfortable, respected and trusted

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21
Q

What are the three listening strategies?

A
  • Paraphrasing
  • Passive Listening
  • Offering Agreement Responses
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22
Q

This term means suggesting a product that will fulfill the needs or interests the customer has expressed to you.

A

Positioning the Product

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23
Q

The _____ are what make a product great.

A

Features

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24
Q

The _____ are how the features meet the customer’s needs.

A

Benefits

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25
Q

Should these options be checked in a Business gateway?

  • Enable IPSec Termination
  • Enable PPTP Termination
  • Enable L2TP over IPSec Termination
A
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26
Q

When should a firewall be disabled in a business gateway?

A

Per the customer’s request when they have their own equipment/firewall.

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27
Q

This allows one IP address (or computer) to be placed in between the firewall and the Internet (usually for gaming and videoconferencing).

A

DMZ (Demilitarized Zone)

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28
Q

What calling feature allows different phone numbers to reach the same phone line with different ring patterns?

a. Speed Dial 8
b. Call Retrieve
c. Distinctive Ring
d. Three Way Calling

A

c. Distinctive Ring

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29
Q

True/False. A customer is responsible for placing their own ad in the yellow

pages.

a. True
b. False

A

a. True

30
Q

What is the MTTR for Business Class Voice customers?

a. 4 hours
b. 8 hours
c. 12 hours
d. 24 hours

A

a. 4 hours

31
Q

Available for small and medium-sized businesses, Business Class Voice is cutting-edge telephone service using _____ technology on Comcast’s private broadband network.

A

Voice Over Internet Protocol

32
Q

Which of the following features is unique to Business Class Voice customers?

a. Call Trace
b. Anonymous Call Rejection
c. Operator Assistance
d. Remove Activation of Call Forwarding

A

d. Remove Activation of Call Forwarding

33
Q

Customers can automatically distribute incoming calls to two or more extensions using which calling feature?

a. Call Forwarding
b. Hunt Groups
c. Remote Activation
d. Call Screening

A

b. Hunt Groups

34
Q

What would a customer dial in order to use the Call Hold feature?

a. *68
b. *71
c. *78
d. *88

A

c. *78

35
Q

Which calling feature allows customers to pick up or barge-in on a call to another co-worker using a feature access code?

a. Directed Call Pick Up
b. Call Park
c. Hunt Group
d. Call Trace

A

a. Directed Call Pick Up

36
Q

True/False. A business customer can rely on the eMTA backup battery in order to operate their business phone system in the event of a power outage.

a. True
b. False

A

b. False

37
Q

You are installing Business Class Voice. After checking for voltage, what would happen if you reconnected the drop onto the tap?

a. Nothing
b. Electric Shock
c. Possible Interference

A

c. Possible Interference

38
Q

A customer has ordered Business Class Voice and Business Class Internet. Customer also has requested one Static IP addresses. What piece of equipment will you use to install Business Class Internet?

a. Cable Modem
b. eMTA
c. IP Gateway

A

c. IP Gateway

39
Q

True/False. All Directory Assistance calls are charged on a per-use basis.

a. True
b. False

A
40
Q

True/False. Business Class Voice Installation procedures with the 2-line eMTA is the same as the procedures for CDV.

a. True
b. False

A

a. True

41
Q

Which of the following is true regarding Business Class Voice private IP network?

a. No priority system, data competes
b. Impossible to control the quality of service
c. Congestion can cause drop-outs
d. Adjusts for peak times to avoid latency

A

d. Adjusts for peak times to avoid latency

42
Q

Internet Phone services transmit phone calls over a ______ network, such as the Internet.

a. Public
b. Private

A

a. Public

43
Q

How does a customer activate Directed Call Pickup without Barge-in?

a. Dial *51
b. Dial *61
c. Dial *71
d. Dial *81

A

c. Dial *71

44
Q

CLI

A

Cumulative Leakage Index

45
Q

This is is a mathematical value derived from the number and severity of leaks in the cable system.

A

CLI (Cumulative Leakage Index)

46
Q

Compliance with Federal Communication Commission (FCC) regulations requires a CLI figure of merit of:

A

64 or less

47
Q

What is the signal leakage limit betweek 54 and 216Mhz?

A

20 microvolts per meter at 3 meters

48
Q

What is the signal leakage limit for anything below 54Mhz and above 216Mhz?

A

15 microvolts per meter at 20 meters

49
Q

Following ghost appears to the ___ of the picture

A

left

50
Q

Leading ghost appears to the ____ of the picture.

A

Right

51
Q

What causes a leading ghost?

A

Ingress

52
Q

What causes a following ghost?

A

a reflection on the cable system

53
Q

This is caused in one channel by the carrier from another transmitter operating on the same channel.

A

Co-channel Interference

54
Q

A method of reception using an RF current of the proper magnitude and phase relation so the received voltage is of the same nature as the original wave.

A

Zero Beat

55
Q

At any temperature above absolute zero, _____ is caused by random electron activity of the atoms that make up the conductor, resistor, or any part of the passive circuit in question.

A

Thermal Noise

56
Q

This is the difference in a peak carrier level, measured in dBmV, to the noise level, also measured in dBmV.

A

The carrier-to-noise (C/N) ratio

57
Q

What is the Carrier to Noise formula?

A

CN = L1 - (NF - 59.2)

58
Q

What are three different types of Distortions?

A
  • Cross-modulation
  • Discrete 2nd Order
  • Discrete 3rd Order
  • Composite Triple Beat
  • Composite Second Order
  • Hum Modulation
59
Q

An undesired change in the waveform of a signal. This typically occurs in its passage through the amplifiers of a transmission system.

A

Distortions

60
Q

This Distortion is literally the “crossing” of modulation from one channel to another.

A

Cross-modulation

61
Q

What Distorion can be seen when:

Carrier “A” is applied to the input of an amplifier, the output will contain that carrier at a higher amplitude (due to its gain), plus its second harmonic “2A” (due to its distortion), which is twice the carrier frequency.

A

Discrete 2nd Order

62
Q

What Distortion can be seen when:

A carrier is applied to an amplifier, it will produce the second order beat already discussed (with sum and difference beats between all the other carriers) and will produce third order products as well.

A

Discrete 3rd Order

63
Q

_____ is similar to CTB in that it is a combination of the amplitude and the logarithmic sum of the number of beats that fall in a channel that determines the level of interference.

A

Composite Second Order

64
Q

This appears as a horizontal bar moving from the bottom to the top of the picture.

A

Hum Modulation

65
Q

QPSK

A

Quadrature Phase Shift Key

66
Q

QAM

A

Quadrature Amplitude Modulation

67
Q

___ measures the ratio of the error power to the average power in an ideal QAM signal.

A

MER (Modulation Error Ratio)

68
Q

_____ is a method where additional data bits are added to the digital video bit stream to help identify and correct any errors that may be caused by the transmission system.

A

Forward Error Correction (FEC)

69
Q

BER

A

Bit Error Rate

70
Q

____ measures how often an error occurs in a given amount of data.

A

BER (Bit Error Rate)

71
Q

When checking for ingress or intereference, what is the dBmV limit?

A

-30dBmV

CCT5 Class 2015 (4 decks)

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