About This Quiz Your Continuous Improvement team is trying to gauge how effective the supporting information you were provided with during training has been at assisting you in learning and retaining knowledge within your first 4 weeks on the phones. This is not a test of your individual knowledge, we are more interested in the results of your group. The results will not be shared with your Team Leader and will be kept completely anonymous. Instructions Please answer all questions. Even if you're not 100% sure, pick the answer you feel is best. Thanks for participating!
For a customer on the Red network when DSL synch didn’t return after isolation testing.
For a customer on the wholesale network when DSL synch didn’t return after isolation testing.
For any type of customer, Red or wholesale, where the DSL light continues to flash after power cycling the modem.
Factory reset and reconfigure the modem, but only if a Red network customer.
Check if the modem settings are right and change these if required, regardless of customer type.
Log a fault using B2B.
The network adaptor on the customer’s PC is disabled or not installed correctly.
The DNS addresses specified in the network settings are incorrect.
The customer has misspelled IPCONFIG.
Clear temporary files, cookies and cache > Disable proxy > Untick ‘never dial a connection’
Disable proxy > Untick ‘never dial a connection’ > Clear temporary files, cookies and cache
Untick ‘never dial a connection’ > Disable proxy > Clear temporary files, cookies and cache
Try resetting the TCP/IP stack by running the NETSH WINSOCK command
See if you can ping the modem while checking for a DNS resolution issue.
Escalate to FTE.
Naked DSL circuits have special filters installed at the customer’s premises that suppress line noise. Isolation testing is the only way to establish whether something is causing inaudible interference.
Naked DSL circuits do not have an associated voice service so won't have audible noise on the line.
Going straight to an isolation test is not the right thing to do. This is a trick question.
Whether the port was reset recently.
Whether there’s any line noise.
Whether the customer has call restrictions in place.
Contact the software vendor/manufacturer for support.
Completely uninstall their antivirus or firewall software.
Advise the customer to use webmail.
You are listening to whether the modem can establish a connection.
You are listening to whether the modem picks up the line.
You are listening for any audible noise on the line while the modem tries to establish a connection.
1) What system/s do you currently use on you call to explain MOBILE DATA Usage to the Customer?
2) What
3) Which
4) How
5) When
Wait!
Here's an interesting quiz for you.