Cms Voice Apac Exam

8 Questions | Total Attempts: 42

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Voice Quizzes & Trivia

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.


Questions and Answers
  • 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.