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Work > Support Tools > Flashcards

Support Tools Flashcards

1
Q

Softphone application that allows agents to

take and make calls from their PC.

A

Avaya Interaction Center

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2
Q

Auto-populate’s user’s information in
Service Center when user enters their
GMIN.

A

Avaya Interaction Center

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3
Q

Allows agents to see how long they’ve

been in a particular Aux code.

A

Avaya Interaction Center

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4
Q

Instead of their hardphones, agents
connect to One-x via their cell or home
phones, using a Bluetooth or USB headset
to take calls.

A

Avaya One-X

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5
Q

Softphone application that is used by
agents with the ability to work outside of the
office.

A

Avaya One-X

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6
Q

Contains all of the same features of AIC,
but is presented as a smaller, more mobile
version.

A

Avaya One-X

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7
Q

The newest and smallest of the GSD tools.

A

PhoneView Widget

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8
Q

Allows the agents to see the call queue in real time in a series of modes,
divided into colors.

A

PhoneView Widget

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9
Q

The primary GSD remote assistance tool.

A

RAT

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10
Q

Uses either the user’s hostname or their IP address to remote into

their machine.

A

RAT

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11
Q

Authenticates with a privileged (HS_ or HA_) ID as well as the firewall

proxy of: RDM, h9ircUts.

A

RAT

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12
Q

• The primary GSD remote assistance tool.

A

RAT

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13
Q

Holds the serial number, barcodes and hostnames for all GMOL and

some EDWS machines.

A

AMP

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14
Q

Additionally holds the same information for printers, including the print

queue (only if the user can give you the serial or barcode number).

A

AMP

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15
Q

Always look here first before asking the user for the hostname of their

machine. It will save time on the call.

A

AMP

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16
Q

• Chat Support SME

A

Katrina Price

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17
Q

The 2nd most used form of support between GSD agents and the GM
•

end user.

A

Chat Support

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18
Q

Primary Level 0 support method for the GM client

A

Chat Support

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19
Q

The secondary Level 0 support method after chat for the GM client

end user.

A

Web-based ticketing

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20
Q

Allows the end user to create their own Service Center tickets.

A

Web-based ticketing

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21
Q

These tickets are then sent to a specific Level 0 queue where they are worked
by the Level 0 Support agents.

A

Web-based ticketing

22
Q

Will not resemble regular Service Center call records and must be

handled using a specific process (see above URL).

A

Web-based ticketing

23
Q 
5 primary sites – Charlotte (CNC), Oshawa (CSD), Makati (MAK), Warren (WAR),
and Pontiac (PON).
A

onstar support

24
Q

Uses a Virtual Desktop , Thin Client or EDWS Advisor Build.

A

onstar support

25
Q

Uses Outlook for e-mail

A

onstar support

26
Q

Cannot send mail and cannot receive mail from external companies.

A

onstar support

27
Q

MLEWIS45(GMID for what support

A

onstar support

28
Q

Onstar support uses what area of EKMS

A

Onstar support

29
Q

Lotus Notes Support ONLY

A

Blackberry Support

30
Q

What are two ways to access Lotus notes on BlackBerry

A

Lotus Notes Traveler.

BES Enterprise Activation (primary method).

31
Q

What are the primary issues for blackberry support

A

Mail, Calendar and Contact Synchronization

32
Q

Tickets for this issue will never be dispatched

A

Emergency ID Suspend Process

33
Q

Process defined for the suspension and eventually deletion of GM

User IDs.

A

Emergency ID Suspend Process

34
Q

Only to be used if caller is an Authorized Requestor.

A

Emergency ID Suspend Process

35
Q

• Minimum Case Detail templates should NOT be used.

A

Emergency ID Suspend Process

36
Q

The entire process must be done in order, with every step followed or

else the ticket will be rejected by the Command Center.

A

Emergency ID Suspend Process

37
Q

Primary encryption software used to protect GM client computers.

A

hardware based disk encryption (HBDE)

38
Q

Must sync with both the GMID and the Windows profiles.

A

hardware based disk encryption (HBDE)

39
Q

Primary GSD support – Password reset/ Sync Issues.

A

hardware based disk encryption (HBDE)

40
Q

2 versions – Version 1.0 (GM Logo on login screen) & Version 2.8 (No

GM logo).

A

hardware based disk encryption (HBDE)

41
Q

To keep it in sync, user must change their password via

CTRL+ALT+DEL.

A

hardware based disk encryption (HBDE)

42
Q

One of the 4 processes in which the agent must WT the user to Level 2 after
dispatching a ticket.

A

cisco WEBEX

43
Q

Unresolved issues are handled by Cisco WebEX Support. Do not dispatch a
ticket without warm transferring the user

A

cisco WEBEX

44
Q

Connect IM/Softphone is primary app of what

A

cisco WEBEX

45
Q

Meeting Center/ WebEx Productivity Tools – Collectively known as One-Click

A

cisco WEBEX

46
Q

Training Center

A

cisco WEBEX

47
Q

Known as Station Services in EKMS.

A

Telephony Support

48
Q

Covers all hardphone, softphone and voicemail issues.

A

Telephony Support

49
Q

Includes physical phone issues as well as problems with the phone lines.

A

Telephony Support

50
Q

• Supported jointly by AT&T and HCL.

A

Telephony Support

51
Q

Always use the GSC 37

A

Telephony Support

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