The 'Review Quiz - Module 7' assesses knowledge on network troubleshooting, focusing on connection speeds, sync issues, and Winsock problems. It's designed to enhance understanding of common network performance issues, ensuring learners can diagnose and resolve them effectively.
Network outage in customer's area
Authentication failure
Defective CPE
Misconfigured firewall
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An application, virus, or ISP software modification of Winsock files
Not having cleaned the computer for spyware
Proper computer shutdowns or reboots
All items listed
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All items listed
Verifying filters
Verifying jack and phone cord conditions
Power cycling the CPE
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All items listed
Verify jack and phone cord conditions
Verify filters
Power cycle CPE
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Network outage in customer's area
Incorrect filter use
Line issues
Browser issues
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When you have exhausted all troubleshooting and still are unable to resolve the issue
None of items listed
When you decide to have a technician handle troubleshooting
When you don't know how resolve an issue
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Correct filter installation
Incorrect phone line hook up to phone jack
Interference from other devices
Damaged or defective equipment
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When the CPE is not in communication with the DSLAM
When there is "no sync"
If DSL service does not work
When DSLAM does not receive signals
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Move modem to at least 2 feet away from any electrical devices.
Do NOT move or unplug any nearby fluorescent or neon lights.
None of items listed
Move all televisions, speakers, cordless phone bases, and sub-woofers inches away from the modem.
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Turn off and unplug all telephones.
Remove all devices from the HSI line, including the modem.
None of items listed
Leave all telephones turned on and plugged in.
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Installed third-party hardware
Did NOT change any CPE settings
Received new CPE and configured it properly
Did NOT have a technician at home recently
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All items listed
Verify speed plan
Verify jack and phone cord conditions
Test speed
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Perfectly working modem
Distance from central office
Extreme weather conditions
Electromagnetic Interference (EMI)
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Ftp: connect: unknown error number
Ftp: socket: subsystem not ready
Ftp: socket: 10047
Ftp: socket: 10093 or Socket 0
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Check for EMI/RFI
Power cycle CPE
Troubleshoot browser
Reboot computers
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Network outage
Correct filter installation
Dial tone on telephone jack
Modem turned on
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Describe the modem lights?
Send an e-mail?
Make a phone call?
Connect to the Internet?
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True
False
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If customer has an IW CD, run the Winsock fix utility on the IW.
As soon as you see a corrupt Winsock, escalate issue to a trained Advanced Troubleshooting agent.
If customer has an IW CD, do not run the Winsock fix utility on the IW.
Immediately escalate for a truck roll / appointment.
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8 ft
20 ft
15 ft
10 ft
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Web pages take an unusually long amount of time to download.
The customer cannot connect to the Internet.
The customer can connect to the Internet but cannot use e-mail.
Web pages do not upload.
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900 MHz or 2.4 GHz cordless telephones
Filtered satellite television receiver
Modem sitting 2 feet away from computer
Filtered fax machine
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Cannot use any Internet-based applications.
Can connect to the Internet.
Can connect to the Internet, but cannot make a phone call.
Cannot surf the Internet, but can get to e-mail.
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The DSL / ready light on the modem flashes for a period of time, after which the modem regains sync.
Customer cannot make a phone call.
Customer cannot connect to the Internet.
Web pages do not load.
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A problem with one of the customer's Internet applications.
An authentication problem with the AT&T network.
An issue with the modem's sync status.
A network infrastructure issue between the DSLAM and the customer's location.
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A structured methodology for troubleshooting customer issues.
A structured way of configuring Internet connection settings.
An algorithm used to evaluate a customer's upload and download speeds.
A way to calculate a customer's bandwidth usage.
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Check for outages that may affect the customer.
Verify that the customer has a valid IP address using ipconfig.
Check for correct filter placement.
Reconfigure their modem settings.
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The customer's computer is connected directly to their modem.
The customer has not been Disconnected in Error.
The customer can surf into the modem.
The customer has placed filters on all devices on their line.
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Ask users to disable any firewall and/or anti-virus software they may have.
Verify that the user has a valid IP address.
Ask users to reconfigure their modem settings.
None of these.
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A system to help you troubleshoot customer issues quickly and efficiently.
Using AT&T tools to resolve issues.
Troubleshooting using sophisticated language.
A guide to follow the documented processes.
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All of these.
They tell you when to use your tools and applications.
They provide the desired Problem and Resolution codes.
They provide quick links to accurate BOSS articles.
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The user's modem configuration.
The user's billing account.
The user's email configuration.
The user's provisioning status.
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All items listed.
Provide the required closing statement per your script.
Verify the issue was resolved or customer understands next steps.
Make notes in CRM.
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A step-by-step sequence of activities used to resolve issues from beginning to end.
A series of steps, with no decision points, leading you always to the same place.
A circle with arrows pointing away from it.
All of these.
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Reconfigure the customer's user information.
Raise customer satisfaction levels.
Lower AHT.
Pinpoint breaks in a DSL connection.
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Type the modem's IP address in their browser.
First make sure that the modem lights indicate Sync.
Powercycle and reset the modem.
Open a command prompt and ping the device.
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Look for problems with the user's e-mail configuration.
Troubleshoot breakpoint 1.
Determine the status of the user's modem lights.
Troubleshoot breakpoint 3.
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Breakpoint 2: Verifying Sync
Breakpoint 1: Probing Applications
Breakpoint 3: Verifying LAN IP
Breakpoint 6: Applications
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True
False
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Escalate the issue.
Check for outages.
Close the associated trouble ticket.
Verify customer's phone cord and filter placement.
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Checking for authentication.
Probing applications.
Verifying sync.
Verifying LAN IP.
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Breakpoint 2: Verifying Sync
Breakpoint 6: Applications
Breakpoint 3: Verifying LAN IP
Breakpoint 1: Probing Applications
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Provide instructions for running IPConfig.
Look up customer IP address in CRM.
Advise customer you are unable to assist them without the IP Address.
Use remote control.
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They offer a consistent trouble isolation and resolution process across all the helpdesk agents.
They offer more time to talk with friends.
They offer a way for the customer to know what to do next.
They offer more troubleshooting steps.
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Quiz Review Timeline (Updated): Mar 21, 2023 +
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