CMS VOICE UK EXAM

1. What locations does the CMS Voice UK Team provide support for?

Switzerland.

All London offices.

Singapore.

South Africa.

All of the Above.

2. Who monitors the CMS Voice UK Teams Remedy ticket queue?

The local OSS Team.

USC Deputies.

All CMS Voice UK Team members.

USC Queue Management.

3. What information is MANDATORY in all tickets sent to the CMS Voice UK Team?

Customers name.

Contact details of the customer.

ICOM number (is customer is using a dealerboard).

Details of the problem.

All of the above.

4. What does the CMS Voice UK Team provide support for?

Support and Installation of Polycom systems.

Voice recording and retrieval of trading tapes.

Install, Move, Replacement, Configuration and Troubleshooting of phones.

All of the above.

5. What are the hours of support for the CMS Voice UK Team?

24 hours a day / 7 days a week.

7am - 7pm (London local time).

5am - 9pm.

None of the above.

6. Which chat channel would be used to chat to the CMS Voice UK Team?

#USC_Voice_London

#USC_Australia

#ITI_CS_Onsite_Support_EMEA

#USC_Voice_UK

7. Do they provide Out of Hours Support?

Yes.

Yes, but not on Weekends.

No.

8. When escalating a ticket to the CMS Voice UK Team, what should you do?

Email the urgent incident or request escalation through to Camilla Jelly or Terry Pluck.

Chat the urgent ticket on the Voice Team chat channel.

Call Terry Pluck or Camilla Jelly with the escalation as a last resort.

All of the above.

9. When contacting the CMS Voice UK Team on their hotline, what is the best way to contact them?

Cold Transfer.

Customers aren't allowed to speak to the Voice Team.

Warm Transfer.

None of the above.

Cms Voice UK Exam