CT3 Flashcards
1
Q
Aspect ratio of HDTV
A
16:9
2
Q
Preferred method of coax cable routing
A
Home Run
3
Q
What is CRT?
A
cathode ray tube
4
Q
What four services are business class TV customers not eligible to receive?
A
PPV
VOD
DVR
Premium channels
5
Q
What does REN stand for?
A
Ring equivalency number
6
Q
How much REN do we suppoprt?
A
5
7
Q
DOCSIS
A
Data Over Cable Services Interface Specification
8
Q
What ensures interoperability of cable modems from various manufacturers?
A
DOCSIS
9
Q
What does MoCA stand for?
A
Multimedia over Coax Alliance
10
Q
Name four COMCAST business services
A
TV
Phone
Internet
Teleworker
11
Q
What is the delay between transmission and arrival of a packet?
A
latency
12
Q
What is it called when packets are received in the wrong order?
A
jitter
13
Q
In general, business customers sign a __ to __ year contract.
A
2 to 5
14
Q
What does the term POTS mean?
A
Plain Old Telephone System
15
Q
What is the name of the dial tone a customer will hear when they have voicemail?
A
stutter
16
Q
what does CMTS stand for?
A
Cable Modem Termination System
17
Q
How many pairs should there be in a fax machine flat satin?
A
1 pair
18
Q
What does EDTV stand for?
A
Enhanced Definition TV
19
Q
What is the resolution of EDTV?
A
480p
20
Q
What does eMTA stand for?
A
embedded mutimedia terminal adapter
21
Q
All lights flashing on an eMTA indicate what type of problem?
A
Foreign Voltage
22
Q
What does VOIP stand for?
A
Voice Over Internet Protocol
23
Q
List the 3 pairs in order of older station wire?
A
Green/Red Black/Yellow White/Blue
24
Q
What tools can you use to check polarity on a phone line?
A
Butt Set and Toner
25
Internet phone services transmit calls over a ______ network.
Public
26
What is the supervisory voltage provided by an eMTA?
48 VDC
27
What connection type provides both audio and video?
HDMI
28
Out of the following colors: Green/Red Yellow/Black list the tip and ring.
green-tip
red-ring
yellow-ring
black-tip
29
What is DHCP?
Dynamic Host Configuration Protocol
30
What is QAM?
Quadrature Amplitude Modulation
31
What frequencies are assigned to the downstream and upstream?
Up- 5-42 Mhz
| Down- 54-1000 Mhz
32
List 2 types of call forwarding.
Selective
| Variable
33
What is the 4 step troubleshooting process?
Identify
Isolate
Repair
Verify
34
What are 3 ways to access voicemail?
*99
Xfinity Connect
VM Access
35
What is ICFR?
In Channel Frequency Response
36
Ring voltage for CDV?
60-90 V AC
37
5 factors of attenuation
```
Diameter of center conductor
Dielectric
Frequency
Temperature
Length of cable
```
38
What is the difference between dB and dBmV?
dB is relative
| dBmV is absolute
39
Multiple carriers oscillating at different frequencies transported in the same medium is what?
Frequency Division Multiplexing
40
Passage of outside signal into the cable is known as what?
Ingress
41
Signal leaking out of the system is known as what?
Egress
42
What are the three main components of a home theater system?
Audio
Video
Environment
43
List the 4 main types of displays
Direct view
Rear Projection
Front projection
Flat Panel
44
Latent or out of sync audio is known as?
Lip sync
45
MPEG identifies and removes what type of information between successive frames of the picture?
Redundant / Static
46
Separating successive frames into two types of video information is also known as what?
compression
47
What is a rugged, inexpensive to repair bandwidth versatile transmission medium?
Coaxial cable
48
A home run system is also known as what?
Star topology
49
Formula for voltage
E=IxR
50
What does DLNA stand for?
Digital Living Network Alliance
51
What are the 3 troubleshooting areas in CDV?
Before eMTA
At eMTA
After eMTA
52
What numbers do you need to dial in order to place an international call?
011 + country code
53
DHCP
Dynamic Host Configuration Protocol
54
What is the measure of voice, data and or video quality provided to a customer called?
Quality of Service (QoS)
55
What is our loop current?
23-40 mA
56
List 2 safety precautions to take before working on phone lines.
Disconnect ILEC
| Disconnect eMTA
57
When an eMTA is upgrading firmware what lights are flashing?
U/S and D/S
58
If the power light is flashing on an eMTA it indicates what?
AC power failure
59
What tool can you use to connect your butt set to a modular outlet?
banjo
60
The twists in CAT5 wire help to prevent these 2 things?
crosstalk
| noise
61
What type of cable is needed to backfeed an eMTA to a wallplate?
electrically straight
62
Excess debris left in a punch down block that can cause a short is known as?
shiners
63
ILEC
Incumbent Local Exchange Carrier
64
What defines where COMCAST may physically disconnect a customer from the ILEC network?
Interconnection Agreement
65
When troubleshooting a data device what is the first thing you should check?
dial tone and polarity
66
What must be placed between the eMTA and the customers telephones if they have an alarm system?
RJ31X
67
Businesses can add what services a la carte?
HD
Music Choice
Multi Latino
Sports Packages
68
What is an internet product for companies that have a mobile workforce?
Teleworker
69
How many email addresses are available to a teleworker customer?
7
70
How would a teleworker customer add or disconnect accounts?
Teleworker order center
71
What DOCSIS standard brought about channel bonding and IPv6?
DOCSIS 3.0
72
What is DNS and what does it do?
Domain Name System
| Translates the FQDN to an IP
73
Connect RF to power in order to prevent what?
Ranging
74
The cumulative effect of ingress from multiple homes is known as what?
Funnel effect
75
The number one cause of ingress and egress occurs where in the system?
Drop system
76
The number 1 cause of ingress and egress?
Poorly installed connectors
77
CPE
Customer Premise Equipment
78
A return path problem that is caused by the corrosion of dissimilar metals?
CPD
79
What audio format has 4 channels: Left, Right, Center, Surrounds
Dolby Pro Logic
80
3 types of audio formats with 5.1 channels.
DTS Neo:6
Dolby Digital
DTS
81
What essential supplies are needed for an Xfinity Internet installation?
Modem, cable installation materials (coaxial cable and splitters), welcome kits, ethernet cables
82
What are the installation options for Xfinity Internet?
Self installation and professional installation
83
What should the work order contain prior to installation?
Customer's name and address, account number, current comcast services, information specific to the order, modem information (including correct rate codes for modem installation), comcast.net username
84
What essential supplies are needed for an Xfinity Internet installation?
Modem, cable installation materials (coaxial cable and splitters), welcome kits, ethernet cables
85
What is a bit?
a single character of data
86
What is a Byte (B)?
8 bits, a larger amount of data but still
| not very large.
87
What is a Kilobit (Kb)?
Roughly 1000 bits. Many Internet
| applications measure speed in kilobits
88
What is a Gigabyte (GB)?
Roughly one thousand megabytes.
Gigabytes are common when talking
about hard drive storage.
89
What is a Megabit (Mb)?
Roughly one million bits. This is smaller
than a megabyte, but is a common
measurement for network bandwidth.
90
Projects light from microscopic mirrors onto big, widescreen, rear-projection TVs (or micro-displays)
Digital Light Processing
| DLP
91
What is the Pre-installation internet requirement to installing a CT3 cablecard in a PC?
An Internet connection MUST BE working prior to installation.
92
Boosts low level signals from the components to the speakers.
Amplifier
93
Images result when electrically charged gases illuminate colored phosphors
Plasma
94
What type of cable fulfills the video requirement for an internal or external xfinity TV user?
A/B USB cable.
95
What is a Gigabyte
| (GB)?
Roughly one thousand megabytes.
Gigabytes are common when talking
about hard drive storage.
96
Includes audio and video input/output ports; Audio input to AV receivers internal preamplifier; Audio output fed to system speakers; Video for selected device is fed from the receivers output jacks to connected video display
Audio/Video Receiver
97
What is the requirement PRIOR to installing a CT3 cablecard in a PC?
An Internet connection MUST BE working prior to installation.
98
Toslink or EIA-J are types of what?
Optical Digital Audio connectors
99
Uses an RCA connector to carry Digital Audio
Coaxial Digital connection
100
Uses an RCA connector to Analog Audio
Stereo Connection
101
Creates a picture by shooting an electronic beam at a phosphor-coated glass screen
Cathode Ray Tube (CRT)
102
Creates images by passing light through a layer of liquid crystal sandwiched between two panes of polarized glass.
Liquid Crystal Display
| LCD
103
Allows customers to link home TVs from any PC or hand-held device
Slingbox
104
Uses LED backlighting instead of the cold cathode fluorescents CCFL
LED-backlit LCD
105
A general term for non-projection types of TVs, which include conventional tube TVs and flat-panel plasma and LCD TVs
Direct View TV
106
Changes the size of an image to fit the pixel size of a device without changing the shape
Scaler
107
Operates with beam of infrared light; components must be in line of sight with remote
Infrared Remote
108
Consisting of a separate projector (typically placed on a table or ceiling-mounted) and screen; Can display images up to 20 feet across, or larger
Front Projection
109
Ideal if there is little or no space for a TV or projector; Can be hung on the wall; Can be plasma or LCD
Flat Panel
110
What is the pre-installation video requirement for a CT3 cablecard?
A) An internal or external xfinity TV Tuner
111
Just launched by Comcast, these remotes talk to the STB via RF while using infrared to talk to the TV.
IR/RF Remote
| XR2
112
Large 24-pin connector in which audio is not provided
DVI
113
4-pin video only connector
S-Video
114
RCA wiring that uses Yellow Red and White connectors
Composite video
115
Improves picture quality; Makes routing and distribution easier; Allows images to be displayed in different ways
Signal Processor
116
Enables multiple video and audio signals to be selected and sent to one or more display devices
Switcher
117
What type of cable fulfills the video requirement for an internal or external xfinity TV user?
An A/B USB cable.
118
Operate components located throughout the household; Generates signals of given radio frequency
RF Remotes
119
Control all components; Can be programmed for individual components (uses 3 or 4 digit codes)
Universal Remotes
120
Perform operations on more than one component; can usually learn commands
Programmable Remotes
121
Control all components; Can be programmed for individual components (uses 3 or 4 digit codes)
Universal Remotes
122
Perform operations on more than one component; can usually learn commands
Programmable Remotes
123
Just launched by Comcast,these remotes talk to the STB via RF while using infrared to talk to the TV.
IR/RF Remote
| XR2
124
How far should seating be away from TV for Optimum viewing in a Home Theater setup?
Seating should be two times the diagonal wide-screen TV away from TV (example: seating should be 84" away from a 42" TV screen)
125
Name 4 of the 6 equipment requirements for an external digital cable tuner setup.
1) Windows Vista Home Premium or Ultimate Edition
2) Vista digital cable compatible PC
3) DVD-ROM Drive
4) Audio Output Capabilities
5) Internet Access
6) Internal or External Xfinity TV Tuner with remote
126
What is the second step in the installation checklist?
Ensure eMTA is on customer’s account
If you are not using a handheld or laptop, call dispatch to verify.
127
What is the third step in the installation checklist?
Greet the customer
Introduce yourself and explain that service will be temporarily disconnected.
Ensure that the customer is NOT using an existing service (for example, downloading a file, recording a TV program, etc.) prior to starting to work.
128
What is the fourth step in the installation checklist?
Determine if additional jacks or wiring is needed
If additional telephone jacks need to be installed, have the customer indicate where he/she wants them installed, and get sign-off of any extra costs.
If additional wiring is needed, consult customer on preferences, and follow local guidelines regarding wiring policies.
129
What is the fifth step in the installation checklist?
Confirm work order
Note changes and obtain agreement before work
130
What is the sixth step in the installation checklist?
Determine if customer has an alarm system
If yes, have customer put in ―test‖ or call the alarm company to test alarm.
131
What is the seventh step of the installation checklist?
If yes, see page 36 for Door Entry System Considerations.
132
What is the eighth step in the installation checklist?
Give customer Welcome Kit
Customer can look over while you do work.
133
What is the ninth step in the installation checklist?
Test and verify customer equipment
Make a call from all the outlets the customer wants changed over to verify they are functioning properly
134
Equation for calculating Exact Loss
Cable Loss + Passive Loss = Total Loss
135
Most trouble calls, including repeat trouble calls, in the CATV industry are found where?
Between the tap port and the customer's television set.
136
The majority of troubles calls are due to what?
Poor connector installation or device attachments.
137
What types of problems can poorly installed F-Connectors cause the customer?
```
Tiling
"One Moment Please" message
Ghosting
Distorted picture (hum)
Intermittent service
```
138
The Top 5 Types of Connector Problems
1. Moisture damage
2. Long/short center conductor
3. Connector not tightened to port
4. Braid removed or too short/long
5. Improper connector for cable type
139
Why is it improper to cut a center conductor a second time to (trim it) to fit a fitting?
A jagged center conductor can scratch the contacts inside the F-port creating reflections.
140
Name 3 of the 6 best practices for F- Connector Installation
1. Use a prep tool with a stop
2. Use the side of the compression tool to recheck dimensions
3. With the correct prep tool, all the dimensions (1/4") are setup correctly.
4. Make sure the dielectric is flush with post face
5. Make sure you hear an audible "click" when using the torque wrench to ensure the connector is tightened properly.
6. Always compress fully
141
Name 5 of the 10 Best practices for Handling Coaxial Cable
1. Do not use the wrong size clip
2. Do not kink the cable
3. Follow the cable's bending radius
4. Label each end of cable with a matching numbering system
5. Do not allow a vehicle to run over the cable
6. Always use a cable caddy when handling drop cable
7. When pulling drop cable off a reel, do not pull loops out. Walk to the loop and unwnd it without kinking the cable.
8. Never make 90-degree bends.
9. Do not staple the cable
10. Do not over tighten tie wraps, or stuff into house boxes.
142
What is the tenth step in the installation checklist?
Test and verify Comcast services
Verify the Cable TV picture quality on all of the customer’s televisions. Be sure the cable modem has Block Sync and basic Web sites can be accessed prior to starting the installation.
143
What is the eleventh step in the installation checklist?
Determine location of eMTA
Place near customer’s primary computer, if possible
Keep eMTA away from wireless devices, access by children/pets
Avoid attics and spaces that are not temperature controlled
144
What is the twelve step in the installation checklist?
Complete Onsite Quality Assurance Check
Check for signal leakage.
Check for inferior/substandard cable, connectors, and
craftsmanship.
Check for any filters/traps that may have existed within a
previous installation and remove.
If Xfinity Internet does exist, check that the modem is
connected to a ―home run‖ coaxial outlet.
If Xfinity Internet does not exist, determine the route for a coaxial cable from a splitter near the ground block to the customer’s PC location.
Test to verify that the coaxial portion of the home wiring is properly bonded.
Determine the route for a ―home run‖ phone line from the customer’s PC location to the NID.
For customers with alarms systems, a ―home run’ phone line to the NID is a required practice to ensure the alarm equipment can seize the customer’s phone line to call out during a potential emergency scenario.
145
Series-6 cable bending radius:
2.5"
146
Series-7 cable bending radius:
4"
147
What are the two ways to typically connect the eMTA to the customer's inside wiring?
1. Direct line from NID to eMTA using Scotchlok connectors
| 2. Via a four-pair jumper
148
What is involved in the "Isolate" step of the troubleshooting process?
1. Measure and record signal levels at outlets, splitter, ground block and tap
2. Inspect all connectors, cable, and splitters and replace as needed
3. Ensure all equipment is connected properly..
4. Use Bypass Method to isolate bad equipment
5. Perform Ingress Scan at both the ground block and the tap with all CPE connected.
6. Use your Divide and Conquer techniques to cut the system in half to locate the fault
149
What frequency range is tested in a downstream Ingress resistance test?
88-108 MHz
| (FM Band) downstream
150
What is the web address for most Comcast modems and eMTAs
http://192.168.100.1
151
What frequency range is tested in an upstream spectrum test?
5-42 MHz
152
What is the acceptable measurement for both the upstream spectrum test and the Ingress resistance test?
-30 dBmV or lower
153
what are four benefits to an employer who uses teleworker?
Single contract, unified billing, online ordering and management, business class customer support
154
what are four benefits of teleworker for employees?
Multiple connections, comcast.net email, after hours use, Portal services
155
how any levels of teleworkers are there?
2
156
what are the names of of the two levels of teleworker?
Standard and enhanced
157
what is the major difference between the two teleworker service levels?
speed
158
how does a technician know the a teleworker customer from a CHSI customer?
the work order
159
what paper work does a technician give a teleworker at the end of the install?
None
160
RF:
RF or Radio Frequency refers to an electromagnetic wave that generally falls in the frequency range of 3 kHz to 300 GHz.
161
MHz (Megahertz):
Equal to one million Hz. Video signal bandwidth is typically expressed in megahertz
162
All FM radio stations transmit in a band of frequencies between:
88 and 108 MHz
163
Spectrum:
A range of wavelengths of electromagnetic emission
164
AM radio:
535 kHz to 1.7 MHz
165
Short wave radio:
5.9 to 26.1 MHz
166
Aircraft navigation frequencies:
110 to 137 MHz
167
Broadcast television stations: VHF low band channels 2 through 6
54 to 88 MHz
168
Broadcast television stations: VHF high band channels 7 through 13
174 to 220 MHz
169
The difference between transmitted and received power resulting from the loss through equipment, lines, or other transmission devices; usually expressed in decibels.
Attenuation
170
Coax attenuation specifications are based on:
100 feet of cable at 68 deg F
171
Each 10 degree increase in temperature results in a
1.2% increase in attenuation
172
The variable in calculating attenuation is always
The frequency
173
At 50 MHz, 100 feet of RG6 cable loses roughly
1.5 dBmV
174
At 400 MHz, 100 feet of RG6 cable loses roughly
4 dB
175
At 750 MHz, 100 feet of RG6 cable loses roughly
5.5 dB
176
The insulating material separating two conductors such as that between the center conductor and sheath in a coaxial cable
Dielectric
177
High frequencies travel in the very ____ of the center conductor
skin
178
Damage to the copper or silver skin of the center conductor will directly affect ____ _________ signals
high frequency
179
_____ ___________ utilize more of the cross-sectional area of the conductor and are more forgiving when it comes to imperfections in the copper plating
Lower frequencies
180
The property of higher frequencies travelling on the outer portion of a conductor is called the ____ ______
skin effect
181
A passive signal splitting device, with minimum signal loss between the input port and the output port (through loss), a specified coupling loss between the input port and the tap port (tap or coupler loss), and very high loss between the output port and tap port (isolation)
Directional coupler
182
A subunit of a larger unit called the bel:
decibel
183
Is a measure of the ability of a circuit (often an amplifier) to increase the power or amplitude of a signal from the input to the output
Gain
184
An increase of 3 dB _______ the signal power
doubles
185
Anytime an RF signal changes by 3 dB, the signal power is either _______ (+3 dB) or ___ __ ____ (-3 dB)
doubled
| cut in half
186
A signal of 0 dBmV corresponds to
1 mV across a 75-ohm impedance
187
(Attenuation x Footage)
Cable Loss
188
(Cable Loss + Passive Loss)
Total Loss
189
(Known Level – Total Loss)
Expected Level
190
A measure of the received carrier strength relative to the strength of the received noise
Carrier to Noise (C/N) ratio
191
A network architecture developed by the cable industry, which typically uses fiber optic cables to bring signals to selected areas of the system called nodes, which are usually based on the number of subscribers to be served
Hybrid Fiber Coax (HFC)
192
An advantage of fiber is:
It has bandwidth many times greater than coaxial cable and can travel great distances without amplification
193
The width of a band of frequencies
Bandwidth
194
Passage of an outside signal into the cable; can result in noise and disruption of the desired signal
Ingress
195
A standard for home entertainment networking in which existing subscriber drop coaxial cabling and components are used to interconnect set-top boxes
MoCA
196
Allows up to 16 devices on the network, with a maximum of 300 feet of cable
MoCA 1.1
197
MoCA 1.1 offers ___ ____ MAC rates and __ node network extensions
175 Mbps
| 16
198
MoCA 1.1 operates in the ___ – ____ MHz frequency
| range
500 – 1500
199
MoCA 2.0: offers net throughput MAC rates of ________
| baseline mode) and _______ (enhanced mode
400 Mbps
| 800 Mbps
200
MoCA 2.0 operates in the ___ - ____ MHz frequency range
500 - 1650
201
To ensure that MoCA energy remains within the home, the CommTech 3 must install a __________ in the drop
POE filter
202
FCC part 76.614
States that any leakage source which produces a field strength of 20 uV/m or greater at a distance of 3 meters in the aeronautical radio frequency bands shall be noted and such leakage sources shall be repaired within a reasonable period of time
203
Three main features of OWE:
First Time User Experience (FTUE)
XFINITY Profile
Progress Bar
204
The residential services are:
XFINITY TV
XFINITY Voice
XFINITY Internet
XFINITY Home
205
Xfinity apps
```
XFINITY Connect App
XFINITY Home App
XFINITY TV Go App
XFINITY Player App
XFINITY Remote App
XFINITY Wi-Fi App
```
206
Suite of applications that enable customers to enjoy the services they have from Comcast on as many platforms as possible
Converged Products:
207
Allows customers to make outgoing calls via a virtual telephone number using a mobile device without using wireless minutes
Voice 2go
208
The three main components of a Home Theater system are:
Audio
Video
Environment
209
There are three significant considerations in a Home Theater application
Audio quality
Audio formats
Audio equipment
210
Latent or out-of-sync audio
Lip-Sync
211
The different types of audio formats are:
Mono
Stereo
Surround Sound
212
Key elements of a surround sound system are:
Preamplifier
Power Amplifier
Surround Sound Processor
Audio/Video Receiver
213
Tiny dots that convey light and combine to form a video picture
Pixel
214
Short for "picture element."
Pixel
215
The number of scans from the left side of the display to the right and back that occur in one second
Horizontal Scan Rate
216
The number of times per second that the scan sequence is repeated from the top of the display
Vertical Scan Rate
217
Visible fading of luminance between scan cycles on video displays
Flicker
218
The method of displaying television pictures in which the picture is displayed in two halves (one of odd-numbered lines, one of even-numbered lines), that are interlaced together to create the full picture
Interlaced scanning
219
Standard television pictures are composed of ___ horizontal lines that scan across the screen in less than the blink of an eye
480
220
The ____ format utilizes two sequential fields of 540 lines each
1080i
221
Interlacing produces __ fields or __ complete frames every second
60
| 30
222
Television pictures are displayed in a single pass, instead of the two fields used with interlaced scanning
progressive scanning
223
The common progressive scan standards that you will see are:
480p, 720p, and 1080p
224
Identifies and removes redundant information between successive frames of the picture
MPEG compression
225
Separating successive frames into two types of video information—that which remains unchanged from frame to frame, and that which is updated frame to frame
Digital Compression
226
The most important part of a Home Theater system is the?
video display
227
The three main steps involved in site preparation when installing new equipment in a customers home are:
Determining customer expectations
Analyzing the current setup
Planning the signal flow
228
A common problem with Home Theater systems is:
no picture or poor picture
229
The most common causes of picture failure in a Home Theater system are:
Wrong display settings.
Lack of power to various components.
Cable routing malfunction, loose or disconnected cables
230
Ground loop issues are basically caused by
A 60-cycle AC component in the audio connections
231
When multiple carriers oscillating at different frequencies are transported simultaneously in the same medium
Frequency Division Multiplexing (FDM)
232
A return path impairment that can have a severe effect on return path signal quality
CPD
233
The transfer of energy from one device to another is most successful when both devices are of the same
Impedance
234
Signals propagate through either of two mediums
guided and unguided
235
Provides a physical path along which the signals are transported; such as those used in cable TV
Guided media
236
Can be water or the air around us. The signal is transmitted from a transmit antenna to a receive antenna
Unguided media
237
Three components of an electrical circuit:
Voltage
Current
Resistance
238
The electromotive force (or pressure) that causes electrons to flow in a circuit
Voltage (E)
239
The amount of pressure required to cause one ampere of current to flow through one ohm of resistance
One volt
240
The flow of electrons through a conductor
Current (I)
241
The opposition a material offers to the flow of electrical current
Resistance (R)
242
One coulomb passing a given point in one second is equivalent to
One amp
243
German physicist, investigated galvanic currents and established the mathematical relationship between voltage, current, and resistance
Georg Simon Ohm
244
voltage =
current X resistance
245
A flow of IP data supplied to a processor at a rate fast enough for
real-time decoding
Streaming
246
Enables media files—movies, TV shows, music, and so on—to be played on TV, from various sources like computers, hard drives, the Internet, and media servers
Home Media Streaming
247
An all-in-one device that connects the customer’s Internet, phone, and home networking, enabling them to share files with computers and other electronic products that are connected to their home network
Wireless Gateway
248
A term used in IP telephony for methodologies and transmission techniques that manage the delivery of voice, using IP packets
Voice over Internet Protocol (VoIP)
249
Three ways a customer can access Enhanced Voicemail:
1. Dial *99
2. Dial home telephone number
3. Online, through XFINITY Connect
250
A customer can access Enhanced Voicemail while away from home by
pressing
#, once the greeting begins
251
Customers can easily check their email, listen to voicemail, and manage their address book and calendar from any computer with an internet connection.
XFINITY Connect
252
XFINITY Connect allows customers to:
Review call history
Easily manage everything related to their account without calling Customer Service
253
How customers can access XFINITY Connect:
If a customer has XFINITY Internet and XFINITY Voice, the login is their primary email username and password.
If a customer is only subscribing to XFINITY Voice, the login will be the XFINITY Voice 10-digit home telephone number and voicemail password.
For a new voicemail setup, simply dial *99, the system will prompt you to create a new passcode. Note, the last four digits of the telephone number is NO LONGER the default passcode.
254
website to access Xfinity Connect
https://login.comcast.net/login
255
Phone service that transmits telephone calls over a public network, such as the Internet
IP Telephony
256
A term used in IP telephony for methodologies and transmission techniques that manage the delivery of voice, using IP packets
VoIP
257
Technology used to transmit voice and related calls over a data network
IP Phone/IP Voice
258
A device that allows the telephone company to route and connect customers to one another
Telephone Switch
259
Worldwide network of public circuit-switches used by traditional, local, and long-distance companies
Public Switched Telephone Network (PSTN)
260
Central Office (CO) server that routes calls to other IP-based phones or through the PSTN
Soft switch (Software Switch, VoIP Switch, or CMS)
261
A telephone line dedicated to a specific subscriber. This line sends signals through the system, based on a subscriber making and receiving calls.
Subscriber Line
262
A site where telecommunications companies (such as cellular and long-distance providers) physically interconnect their systems with other networks (such as local telephone companies or cable companies)
Point of Presence (POP)
263
A condition caused when packets are not received in the correct order, or when they take too long to arrive at their destination.
Jitter
264
Delay associated with inconsistencies, or impairments, in the data transport stream.
Latency
265
Voice packets are given priority over other types of data traveling within the Comcast network. This managed delivery ensures high-quality voice packet interpretation.
Dynamic Quality of Service (DQoS)
266
The only time a call from an XFINITY Voice customer may use the public Internet is when the receiving party is using an ______________________.
internet-based service
267
When a telephone is on-hook, there is a potential difference of 48 volts between the tip and ring. This is called?
Supervisory or idle voltage
268
Ring voltage:
It may be anywhere from 60–90 Volts Alternating Current (VAC) at a frequency of 20 Hz.
269
In North America, a ____ pattern is the standard ring cycle.
2-4, two seconds of ring voltage followed by a four-second pause
270
In legacy telephone networks, talk battery and ring voltage come from the?
Central Office
271
Always disconnect the inside wire (IW) from the_________ before working on the wiring.
NID or eMTA
272
The total REN value in an individual circuit should not be greater than?
5
273
CPE that may have REN specifications:
```
Answering machine
Fax machine
Phone modem
Monitoring devices
Alarm systems
```
274
The voice portion of the eMTA can interpret both
DTMF and pulse signaling
275
Also known as Touch-Tone, this form of audio signaling was introduced by Western Electric in 1963
DTMF: Dual-tone multi-frequency signaling
276
In earlier pulse dialing systems, noise generated in the copper pairs could be interpreted as a pulse by the switch rendering:
Wrong telephone numbers
277
An eMTA features up to ____ hours talk time and up to _____ hours of standby battery
five
| seven
278
An eMTA features up to ____ hours talk time and up to _____ hours of standby battery
five
| seven
279
When utilizing an in-house amplifier, the eMTA must be connected to a:
passive port
280
If the customer has opted for a backup battery, it is recommended that they also have a ___________ on hand, in the event of a power outage.
wired phone
281
eMTA Location Guidelines
Place near customer¡¦s primary computer, if possible.
Do not place eMTA in an attic or unheated basement space.
Do not place the eMTA too close to a furnace or in any other area that is environmentally unsuitable for the unit.
Keep away from wireless devices, and access by children or pets.
Ensure adequate ventilation
282
Do not place an in-home amplifier between the tap and the eMTA unless the amplifier has an approved:
eMTA port
283
eMTA battery provides _____________ hours of standby time in case of power outage
five to seven
284
Backup batteries will not be available for purchase from Comcast by customers subscribing to:
“Unlimited Select.”
285
All of a sudden, the eMTA Link lamp or LED goes off. What could be the reason?
Ethernet cable disconnected, or computer has been powered
| down. Possibly the router has lost power
286
What does the eMTA Telephone light do when the telephone is off the hook?
The lamp flashes
287
What does the eMTA Telephone light do when the telephone is off the hook?
The lamp flashes
288
How do you know if the eMTA battery is low?
Indicates a low battery
289
If all the lights flash, it is an indication that:
foreign voltage is present.
290
Name two ways to discourage the customer from unplugging the eMTA from a dual jack when they are trying to unplug their phone.
Wire in such a manner that the eMTA is plugged into the bottom jack to minimize accidental disconnection
Use a red "Do not remove" tag to block the unused port
291
Once the eMTA is hooked up, you can access a GUI to check signal levels by using:
192.168.100.1
292
Line test set common features:
» Monitor mode (on hook): Primarily for monitoring of a telephone line while on hook.
» Talk mode (off hook): Will draw dial tone and is used to test the analog phone line
» Speaker phone: Provides hands-free listening in both monitor and talk modes
» Polarity test: Used to check polarity of the tip and ring, for tone signaling, and receiving signal from the tone-generating unit
» Talk battery: The butt set can power a wire pair for voice communications
» Dialing and calling capability
293
Indicates the pair polarity, detects a short circuit, and indicates the presence of “talk battery” (connection to the network)
Toner
294
Older wiring is often referred to as ____________, or Category 1 (CAT 1) wire.
station wire
295
With station wire the_____ and___ wires are used for the primary line.
green
| red
296
The twists in Category 3,5 and 6 wire help prevent __________ and cancel out noise that might be induced onto the wire from adjacent pairs or exposed wire.
cross talk
297
All the wires used at Comcast start with “white” because white (tip) refers to the first five pairs:
```
» White/Blue
» White/Orange
» White/Green
» White/Brown
» White/Slate
```
298
____________________ silver satin cables should always be used from the eMTA to the wall jack, to prevent reverse polarity.
Electrically straight
299
4P4C connector -
4 wire (handset coil cord)
300
6P2C connector -
2 wire – RJ11 – one phone
301
6P4C connector -
4 wire – RJ14 – two phones
302
6P6C connector -
6 wire - RJ25 – three phones
303
8P8C connector -
8 wire – RJ45 - Ethernet
304
Contrary to popular belief, the handset cord is not a ______________ It has been erroneously referred to as an RJ22, RJ10, or RJ9. It is simply a unique sized 4P4C connector designed for the handset.
registered jack
305
When a fax machine is used with XFINITY Voice, the fax machine will:
Share the incoming phone line
306
Pre-installation Guidelines
Verify that tools and equipment have been charged
Stock XFINITY Voice Welcome Kits
Ensure that pocket guides/other resources are available
Know how to use the mobile device/laptop and the IVR
Understand troubleshooting steps
Check work order; find out whether the customer requires a DOCSIS 3.0 device
Verify that XFINITY Voice is shown on the work order before attempting the installation
307
What to do before beginning the actual installation
Confirm that the job is indeed what the customer ordered
Determine if additional jacks or wiring is needed
Hand the customer a Welcome Kit
Determine if the customer has a monitored alarm system
Ask if the telephone is connected to an entry buzzer or door-entry system
Ask the customer what devices they have at home that are connected to the telephone line. This will help in ensuring compatibility.
If there is a monitored security alarm, have the customer notify the alarm service to test the functionality of the alarm system.
Once tested and verified, or if alarm is not monitored, ask the customer to place the alarm in "test" mode.
308
In a ____________ wiring configuration, the twisted-pair coming in from the NID goes, consecutively, through all the phone jacks
loop-through
309
In homes with loop-through wiring, the primary line may have been moved to the ____________ pair because of damage to the _________ pair somewhere in the wall
black/yellow
red/green
310
Disadvantage of loop-through wiring configurations
If one part of the loop goes bad, the rest of the circuit is often affected.
It inhibits/complicates addition of a special service, such as a fax machine, to just one phone jack.
311
In a home-run wiring configuration, also known as ____, each outlet is fed directly from a central location
star
312
When to use back-feed installation:
After determining that the existing wire can support a back-feed, and that it is the most reliable and efficient solution
313
When to use dedicated feed:
Whenever the customer has a PBX and/or monitored alarm system or when the existing phone jack wiring is determined to be faulty
314
Disadvantage of dedicated feed installation:
Requires spare pairs that are not always available
May require installation of an additional telephone wire to facilitate the feed
315
Only _________ alarm systems should be connected to the phone service
monitored
316
Allows an alarm panel to control access to active phone pairs, and seize those pairs even if the customer is using the telephone
Line seizure
317
Be sure that the alarm system is in ________ before beginning work, to ensure that an alarm is not triggered
Test Mode
318
Some ILECs utilize "______________," a service that keeps talk battery on the pairs even if the location no longer subscribes to their phone service
soft dial tone
319
Before the eMTA can be connected to the customer’s home wiring, the existing service must be disconnected at the?
NID
320
Unplugging the modular connector in the NID is a safety step. It prevents?
being hit by ring voltage
321
Insulate wiring disconnected at the NID with __________or similar if it is going to have continuity back to the eMTA.
Scotchloks
322
What is the preferred method of connecting the eMTA to the house wiring?
Disconnect the ILEC and connect the eMTA with a dedicated line to the NID
323
An _____ jack isolates the alarm panel from the eMTA in the telephone circuit.
RJ31X
324
In a phone installation with an alarm system, a _________ _____ _____ is always the first active device in the telephone circuit
monitored alarm panel
325
Exceptions to opening the alarm panel:
When you do not know the color/pair of inside wiring that has been previously used to supply dial tone from the NID to the RJ31X
When you need to isolate a trouble condition
326
Rule of Three for XFINITY Voice:
1. Confirm the customer’s new telephone number
.
2. Illustrate how to use voicemail, referencing the steps in the Welcome Kit.
3. Talk about XFINITY Connect where customers can go online to check voicemail, see call history, or set options
327
There are three methods for activating XFINITY Voice services. They are (in order of preference):
1. Via the workforce management application on the company-issued mobile device or laptop
2. Via the Online Tech Activation Tool, using the customer’s computer
3. Via the Interactive Voice Response (IVR).
328
Often called Cable Modem MAC, is typically used when provisioning an installation for both XFINITY Voice and Internet
CMAC
329
Refers to the telephone only portion of the eMTA. It is typically used for provisioning XFINITY Voice when using the IVR
MTA-MAC
330
MAC address added to the customer's account in CSG/ACSR markets
CMAC
331
Typically used for provisioning XFINITY Voice when using the IVR.
MTA-MAC
332
Used for provisioning via the mobile device in AMDOCS/Comtrac/Cable Data markets
The serial number
333
An eMTA or modem that has not been activated receives a ____________boot file which allows it to communicate with our network but not surf the Internet
walledgarden
334
After activation the first test call:
verifies inbound calling, long distance, and calling features
335
After activation and placing the first test call, keep the first test call connected and prompt a second test call to validate:
call waiting and voicemail
336
If a password is required, to validate voice mail, use?
the last four digits of the telephone number
337
Use only________________to connect the fax machine
single pair silver satin (two wires)
338
Single pair silver satin utilizes pins ______ of the connector
2 and 3
339
Why do we only use single pair silver satin wire for fax machines?
Using two-pair (four wire) silver satin may allow voltage to be present on pins 1 and 4 of the modular connector. The eMTA provides supervisory voltage on pair two even if the customer subscribes to only one phone line. This pair two voltage wreaks havoc with several models of fax.
340
There are three categories that can help us determine where an XFINITY Voice problem may occur
RF or coax
Copper wiring or jacks
The eMTA
341
Keenness and depth of perception, discernment, or discrimination especially in practical matters
Acumen
342
The ability to make good judgments and quick decisions, typically in a particular domain
Business acumen
343
The Comcast Credo
"We will deliver a superior experience to our customers every day. Our products will be the best and we will offer the most customer-friendly and reliable service in the market."
344
Two versions of Business TV:
Private View
Public View
345
Typically private/professional businesses where food and/or alcohol is not sold for immediate consumption/not the main source of revenue.
Private View
346
Includes, but is not limited to, locations where the bulk of the revenue is derived from the sale of food and/or alcohol
Public View
347
Some services available to Residential customers are excluded in Business Services. The excluded services are:
DVR
VOD
Impulse PPV (IPPV)
Premium channels
348
Business TV is not available to venues that:
Charge an admission or entry fee. (However, a monthly or yearly membership is not considered as admission fee. Thus, Business TV is made available to health clubs or special interest clubs.)
349
Service levels for Business TV Private View:
Business TV Basic
Business TV Information & Entertainment
Business TV Standard
Business TV Preferred
350
Business customers are required to sign a ______________________ in order to establish service.
service order agreement/contract
351
Service levels for Business TV Public View:
```
Basic
Digital Basic Plus
Digital Standard
Digital Deluxe
Sports & Entertainment Standard
Sports & Entertainment Deluxe
```
352
There are three major music licensing organizations which provide the rights for businesses to play licensed recordings:
ASCAP
BMI
SESAC
353
Benefits of bundling
```
Flexible
One service provider
Efficient
Cost effective
Peace of mind
```
354
Most VoIP service providers use the _____________(Internet Phone) to carry phone traffic; Comcast does not.
public Internet
355
Business Voice is transported over _____________________________, giving customers the clarity they expect.
Comcast’s private, advanced broadband network
356
Business Voice Service Capabilities & Customer Support
Operator Assistance
Directory Assistance
Call Restrictions
E911 Emergency Calls
Do-Not-Call Registry
Directory Listings
357
Features that are available only to Business customers:
Call Forward No Answer
Hunt Groups
Extension Dialing
358
A serviceability check consist of two components:
1. Serviceability of the location
| 2. E911 serviceability
359
The demarcation point for Small Business Voice services is?
The RJ telephone connector on the back of the eMTA
360
When installing Business Voice, always use a?
dedicated eMTA
| The Ethernet port should not be used for Internet service
361
___________ circuits can be noisy and more susceptible to migration and corrosion
Ground start
362
_________circuits are almost always used in IP voice telephony
Loop start
363
1 Baud equals ____, thus 9600 Baud is _______.
1 bps
| 9.6kbps
364
Metro Ethernet (Metro-e) customers can select one of the three Classes of Service (CoS) that best meets their applications’ performance requirements:
1. Basic
2. Priority
3. Premium
365
What is the speed range for Metro-e?
1Mbps–10Gbps
366
What website would you direct a customer to for anything business class related?
http://business.comcast.com/
367
Business Internet Customer Support a technician can be dispatched within ______, including on weekends and holidays
4 hours
368
Combines the functions of a cable modem and a router in a single device
IP gateway
369
It is the process of modifying IP address information in IPv4 headers
NAT
370
Some routers come with a ___________option which, when enabled, essentially disables the networking functionality and the gateway basically becomes a modem.
Bridge Mode
371
Managed Internet access, available to corporations that have a distributed, mobile workforce of at least 100 persons
Teleworker Internet
372
DOCSIS 1.0 issued
March 1997
373
DOCSIS 1.1 added full standardization and quality of service capabilities
April 1999
374
DOCSIS 2.0 released, to meet the demand for enhanced upstream transmission speeds
December 2001
375
DOCSIS 3.0 released; it supported enhanced upstream and downstream transmission speeds and Internet Protocol version 6 (IPv6).
August 2006
376
Aims to support capacities of at least 10Gbit/s downstream and 1Gbit/s upstream
DOCSIS 3.1
377
All DOCISIS specifications currently support:
6 MHz wide downstream channels, modulated at 64 QAM or 256 QAM, with receive levels between -15 and +15 dBmv at the cable modem
378
Upstream channels are __ MHz wide and depending on the DOCSIS version, support these upstream modulation schemes:
3 MHz
| QPSK, 16 QAM, 32 QAM, and 64 QAM
379
Transmit levels for QPSK are:
+8 to +58 dBmv
380
Transmit levels for 64 QAM are:
+8 to +55 dBmv
381
Comcast has allocated downstream DOCSIS carriers to be located in the higher end of the downstream bandwidth, somewhere between:
500 and 700 MHz
382
DOCSIS supports frequencies anywhere between:
88 MHz and 860 MHz
383
Upstream carriers are currently located somewhere between:
5 and 42 MHz
384
Technology that allows multiple cable boxes to utilize a single radio channel. Each box is assigned a code for its upstream bit stream
S-CDMA: Synchronous - Code Division Multiple Access
385
Load-sharing technique for logically combining
| multiple DOCSIS channels
Channel Bonding
386
Electromagnetic wave that generally falls in the frequency range of 3 kHz to 300 GHz
RF or Radio Frequency
387
A protocol for assigning dynamic IP addresses to devices on a network
Dynamic Host Configuration Protocol (DHCP)
388
The modem scans the downstream QAM channels, looking for an upstream channel descriptor. A __ occurs if the cable modem does not find one within a few seconds
T1
389
The modem waits for an opportunity to communicate with the CMTS. If it does not get an opportunity within about 12 seconds, a __ timeout occurs.
T2
390
The cable modem has sent a ranging request upstream to the CMTS for transmit and timing information. If the modem does not get a response within 200 milliseconds, a __ Timeout occurs. After 16 attempts, the modem will reboot to restart the registration process from the beginning.
T3
391
Once a cable modem is online, it continues to communicate with the CMTS. The modem watches for Keep Alive requests from the CMTS. If it does not receive one after 30 seconds, a __ timeout occurs.
T4
392
After __ T4s, the cable modem will reset
16
393
T3 and T4 timeouts can be a sign of an
upstream or downstream problem
394
A complex number with a resistive and reactive component. It is a function of the frequency of the applied signal, and is unrelated to length
Characteristic Impedance
395
The condition that results when two components of a system are operating at a different impedance
Impedance Mismatch
396
Performs a function similar to that of a cable amplifier’s equalizer. However, instead of equalizing the entire 50-860 MHz downstream or 5-42 MHz upstream, it deals with just a single channel.
Adaptive Equalization Technology
397
A feature in Scout that shows the presence or absence of linear distortions in the RF portion of the return path
Scout Flux
398
Cable modems communicate with the CMTS every _________ to characterize network conditions
20 seconds
399
How do you access Scout Flux data for a single modem
Go to the Device Watch tab and select Customer Report
In the search box, you can enter an account number, phone number, MAC address, IP address, FQDN, or name for the customer.
After entering the information, click the Submit button
The customer report will look slightly different for various customers, due to the equipment on the account
Click on the CM1 page (if it shows up on your screen), and go to the Modem Toolbox at the bottom of the page
To open up Scout Flux, click on the Scout Flux icon - the sine wave
400
To troubleshoot single premise issues in Scout Flux, you will need to concentrate on the ____________________________ graphs shown in the second row
In-Channel Frequency Response (ICFR)
401
A measurement of how consistent the signal response is from the beginning to the end of the channel space
ICFR
402
ICFR values, and what they indicate:
> 3.0 dB -
< 3.0 dB -
< 1.5 dB -
- the problem should be investigated and fixed
- required level to pass Techlink certification
- ideal circumstances at the modem
403
ICFR Ripple Count:
Fewer ripples would generally indicate a?
whereas numerous ripples would most llikely indicate a?
house problem
plant problem
404
The adaptive equalizers are sent fresh commands for equalization every?
20 seconds
