Cms Voice UK 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 CMS Voice UK Team provide support for?
- A.
Switzerland.
- B.
All London offices.
- C.
Singapore.
- D.
South Africa.
- E.
All of the Above.
- 2.Do they provide Out of Hours Support?
- A.
Yes.
- B.
Yes, but not on Weekends.
- C.
No.
- 3.Who monitors the CMS Voice UK Teams Remedy ticket queue?
- A.
The local OSS Team.
- B.
USC Deputies.
- C.
All CMS Voice UK Team members.
- D.
USC Queue Management.
- 4.What information is MANDATORY in all tickets sent to the CMS Voice UK Team?
- A.
Customers name.
- B.
Contact details of the customer.
- C.
ICOM number (is customer is using a dealerboard).
- D.
Details of the problem.
- E.
All of the above.
- 5.Which chat channel would be used to chat to the CMS Voice UK Team?
- A.
#USC_Voice_London
- B.
#USC_Australia
- C.
#ITI_CS_Onsite_Support_EMEA
- D.
#USC_Voice_UK
- 6.What does the CMS Voice UK Team provide support for?
- A.
Support and Installation of Polycom systems.
- B.
Voice recording and retrieval of trading tapes.
- C.
Install, Move, Replacement, Configuration and Troubleshooting of phones.
- D.
All of the above.
- 7.When escalating a ticket to the CMS Voice UK Team, what should you do?
- A.
Email the urgent incident or request escalation through to Camilla Jelly or Terry Pluck.
- B.
Chat the urgent ticket on the Voice Team chat channel.
- C.
Call Terry Pluck or Camilla Jelly with the escalation as a last resort.
- D.
All of the above.
- 8.When contacting the CMS Voice UK Team on their hotline, what is the best way to contact them?
- A.
Cold Transfer.
- B.
Customers aren't allowed to speak to the Voice Team.
- C.
Warm Transfer.
- D.
None of the above.
- 9.What are the hours of support for the CMS Voice UK Team?
- A.
24 hours a day / 7 days a week.
- B.
7am - 7pm (London local time).
- C.
5am - 9pm.
- D.
None of the above.
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