Cms Voice Apac Exam
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.
Correct Answer
E. All of the Above. -
- 2.
Do they provide Out of Hours Support?
- A.
Yes.
- B.
Yes, but for critical issues only.
- C.
No.
Correct Answer
B. Yes, but for critical issues only. -
- 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.
Correct Answer
B. All APAC Voice Team members. -
- 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.
Correct Answer
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
Correct Answer
C. #ITI_CS_Onsite_Support_APAC -
- 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.
Correct Answer
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.
Correct Answer
D. All 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.
Correct Answer
C. Transfers are not allowed, chatting only. -
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Mar 21, 2022Quiz Edited by
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Apr 17, 2009Quiz Created by
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