Cms Voice UK Exam

9 Questions | Total Attempts: 55

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United Kingdom 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 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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