Cms Voice Apac Exam
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Please answer all questions. Passing mark is 80%. Exam time is unlimited. Use your GPN for the Name field. Contact your Team Leader or Deputy for the password.
- 1.What locations does the APAC Voice Team provide support in?
- A.
Japan.
- B.
Australia / New Zealand.
- C.
Singapore.
- D.
Hong Kong.
- E.
All of the Above.
- 2.Do they provide Out of Hours Support?
- A.
Yes.
- B.
Yes, but for critical issues only.
- C.
No.
- 3.Who monitors the CMS Voice APAC Teams Remedy ticket queue?
- A.
The local OSS Team.
- B.
All APAC Voice Team members.
- C.
USC Deputies.
- D.
USC Queue Management.
- 4.What information is MANDATORY in all tickets sent to the CMS Voice APAC Team?
- A.
Customers name.
- B.
Contact details of the customer.
- C.
ICOM number (is customer is using a turret).
- D.
Details of the problem.
- E.
All of the above.
- 5.Which chat channel would be used to chat to the CMS Voice APAC Team?
- A.
#USC_Voice_APAC
- B.
#TSC_Voice_Australia
- C.
#ITI_CS_Onsite_Support_APAC
- D.
#USC_Australia
- 6.What does the CMS Voice APAC Team provide support for?
- A.
Support and Installation of Polycom systems.
- B.
Configuration and troubleshooting of phones
- C.
Phone installations, moves and replacement.
- D.
All of the above.
- 7.When escalating a ticket to the CMS Voice APAC Team, what should you do?
- A.
Change the priority of the ticket to reflect the urgency of the request.
- B.
When chatting to the Voice APAC Team on the specified channel, mention that the ticket is 'Urgent'.
- C.
If the incident is very urgent, call the regional Voice Team on their hotline.
- D.
All of the above.
- E.
None of the above.
- 8.When contacting the CMS Voice Teams regoinally on their hotline, what is the best way to contact them by?
- A.
Cold Transfer.
- B.
Customers aren't allowed to speak to the Voice Team.
- C.
Transfers are not allowed, chatting only.
- D.
None of the above.
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