Cms Voice Apac Exam

8 Questions | By Mbt-admin | Last updated: Dec 31, 2012 | Total Attempts: 43

Questions

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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.

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.

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