Spinning Spiders: Ld Symptom And Categories Exam
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Objective: To help the agent achieve the standard QA implemented by the company. This will give us a chance to determine more areas of improvement when it comes to providing exceptional quality at all times. Goodluck everyone!
- 1.Guest cannot see the webpage and said that he is connected but then the page kept on acquiring a connection. Agent checked and saw that the guest initially did not have a connection. Asked the guest to unplug and plug the cable back in. Purchase page came up. Choose the correct SYMPTOM:
- A.
General Enquiry
- B.
Looping purchase page
- C.
No purchase page
- D.
No physical connection
- 2.Guest cannot see the webpage and said that he is connected but then the page kept on acquiring a connection. Agent checked and saw that the guest initially did not have a connection. Asked the guest to unplug and plug the cable back in. Purchase page came up. Choose the correct CATEGORY:
- A.
In-room cable
- B.
Cable Change
- C.
InRm Eqmt
- D.
Guest Suddenly got connected
- 3.If guest entered the UN/PW and screen prompted incorrect. After providing the correct username and password and guest is able to connect. (Not intended for prepaid card and meeting room username/password.) Choose the correct SYMPTOM:
- A.
General Enquiry
- B.
Looping purchase page
- C.
No purchase page
- D.
None of the above
- 4.If guest entered the UN/PW and screen prompted incorrect. After providing the correct username and password and guest is able to connect. (Not intended for prepaid card and meeting room username/password.) Choose the correct CATEGORY:
- A.
Browser/Proxy Settings
- B.
Username/Password Inquiry
- C.
Pre-Paid Card
- D.
None of the above
- 5.Guest had no physical connection. Agent had the cable checked, no connection. Checked the modem, modem was not plugged since guest said that the modem had no lights. Guest was able to get connected after the modem was plugged to the wall port.Choose the correct SYMPTOM:
- A.
APIPA (Automatic Private IP Addressing)
- B.
Internet Disconnection
- C.
No physical connection
- D.
None of the above
- 6.Guest had no physical connection. Agent had the cable checked, no connection. Checked the modem, modem was not plugged since guest said that the modem had no lights. Guest was able to get connected after the modem was plugged to the wall port. Choose the correct CATEGORY:
- A.
Modem
- B.
Router
- C.
MAC OS Settings
- D.
Refresh LAN
- 7.Guest was able to send emails after disabling SSL authentication.
- A.
Guest Needs SMTP
- B.
Email Configuration
- C.
Settings Restriction
- D.
Guest Company or ISP Email Server Unreachable
- 8.The guest suddenly got disconnected from the Internet but was able to restore it after the connection was refreshed on the on system thru add/update by the agent.
- A.
MLCBB
- B.
IBIS
- C.
Polly Issue
- D.
Nomadix Gateway
- 9.A call was received from one of the Hotel staffs and requesting to unblock one room in MLCBB. What is the correct symptom and category?
- A.
General Inquiry: Blocking/Unblocking Rooms
- B.
No purchase page: Blocking/Unblocking Rooms
- C.
No purchase page: Ports
- D.
General Inquiry: Ports
- 10.Staff called in behalf of the guest. Staff wants to check the previous call from the guest and request to do manual enrollment. Error gateway ID mismatch, as per the staff. Manual purchase was done. Resolved.
- A.
Port Mapping
- B.
Manual purchase
- C.
Nomadix Gateway
- D.
MLCBB
- 11.Guest can't see "start surfing" and the agent manually clicked on it for the guest
- A.
Settings Restriction
- B.
How to connect
- C.
Browser/Proxy Settings
- D.
None of the above
- 12.Staff called informing that guests' connection was so slow that he can't connect to his company website. As per staff guest was in the meeting room. Case was coordinated to TS to provide public IP. Agent advised the staff to try it again. Staff complied. Connection improved after providing public IP Address.
- A.
Speed Issues
- B.
Configured Subnet/iNAT
- C.
IBIS
- D.
None of the above
- 13.Error 24.
- A.
General Enquiry
- B.
Looping purchase page
- C.
No purchase page
- D.
None of the above
- 14.Guest was not acquiring any ESSID, having limited or no connectivity when attempting to connect to the network and found no physical connection in the system. Choose the correct SYMPTOM:
- A.
No physical connection
- B.
APIPA
- C.
Unable to connect via wireless
- D.
Host Unreachable / DNS Failure
- 15.Guest was getting error 400 bad request when tried to click on 'Start Surfing' button. Note: Guest has a valid purchase. Checked if there's any VPN but none. Advised to launch a new browser, key-in yahoo and google websites. Guest was able to browse.Choose the correct SYMPTOM:
- A.
General inquiry
- B.
Unable to browse some website
- C.
No purchase page
- D.
Looping purchase page
- 16.Guest was previously connected but suddenly got disconnected due to Guest was MAC filtered, HAP/USG/switch was down etc.
- A.
Host Unreachable/ DNS Failure
- B.
Internet Disconnection
- C.
No Physical Connection
- D.
APIPA (Automatic Private IP Addressing)
- 17.Add connection/time to compensate for the number of hours that guest was not able to use due to connection problem.
- A.
Billing Enquiries
- B.
How to connect
- C.
Guest Suddenly got connected
- D.
Nomadix Gateway
- 18.For cases that you need to add the wireless MAC address to connect to public wireless and in-room wireless (if available) using the same device. Note: This applies to guest having valid purchase in the room using wired and still have his remaining time.
- A.
Unable to browse some website
- B.
Unable to connect via wireless
- C.
General Enquiry
- 19.Guest was able to connect suddenly without doing any troubleshooting yet considering that the issue is obviously not yet identified.
- A.
Guest Suddenly got connected
- B.
Guest discontinue troubleshooting
- C.
Staff connection inquiry
- 20.Guest was trying to browse but wasn't able to see start surfing to proceed. Check system – guest has valid purchase in reference to other LD number. While monitoring the system – guest status showed STARTED. Refresh browser. Guest confirmed successful browsing. No further assistance needed. Provided ref#. Resolved.
- A.
Unable to browse some website
- B.
Looping purchase page
- C.
No purchase page
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