Wifi - New Agent Quiz

8 Questions | Total Attempts: 48

Settings
Please wait...
Wifi - New Agent Quiz

This quiz will test you on basic template selection scenarios, important client policies and troubleshooting technique.


Questions and Answers
  • 1. 
    The caller is a guest at a wireless-only hotel.  They are running on a Asus laptop with Windows XP.  The caller starts by saying "I can't get online" and through troubleshooting you are able to determine that they have a 192.168.0.1 IP. As per the KB: The valid range for the network in question is 192.168.1.10 - 192.168.1.250.How can you resolve this guest's issue?
    • A. 

      Try to repair their Wireless Network Connection

    • B. 

      Try to disable / enable the Wireless Network Connection

    • C. 

      Refer guest to the FD for a Wireless Bridge

    • D. 

      See if the guest has a static IP and change to DHCP if needed.

  • 2. 
    • A. 

      Advise the caller that you will notify the network administrators of their concerns. End the call then escalate the issue to Tier 2.

    • B. 

      Keep working with the guest to try and get them to do some basic troubleshooting.

    • C. 

      Refer the caller to the FD to voice their concerns.

    • D. 

      Offer to manually authenticate them to try and improve their service.

  • 3. 
    Your caller is a guest at a wired-only hotel.  The guest has two laptops and two ethernet cables.  Laptop#1: IBM laptop running Windows XP, has VPN softwareLaptop#2: Apple laptop running OS X, does not have VPN softwareLaptop#1 is getting a network cable unplugged error with both cables.Laptop#2 is working just fine with both cables.  The laptop can get all the way to the internet.You double check Laptop#1 and confirm that the Local Area Connection is enabled and the Device Manager recognizes the NIC and states that "This device is working properly".  You also confirm that the customer is using the exact same port on the wall as Laptop#2 which is working fine.Given the equipment setups and symptoms, what is the most likely cause of the guest's issue? and where would you refer them?
    • A. 

      Issue is with both ethernet cables, refer customer to FD for a new one.

    • B. 

      Issue is with the NIC on Laptop#1. Refer customer to IT Department or computer technician

    • C. 

      Issue is with the port in the room, refer guest to FD for possible room transfer.

    • D. 

      The VPN software is causing the problem. Refer guest to his IT dept.

  • 4. 
    True or False:  Passing the guest through the gateway/manually authenticating them will improve the speed of their connection.
    • A. 

      True

    • B. 

      False

  • 5. 
    Which of the following are Tantus Networks-specific Policies or Procedures?
    • A. 

      We have a time cap of 30 minutes per ticket and 20 minutes per call

    • B. 

      We have a time cap of 60 minutes per ticket and 15 minutes per call

    • C. 

      Any call that is left 'open ended', ie. we are not able to confirm resolution, must be escalated for Tier 3 follow-up.

    • D. 

      We must escalate in order to have a guest passed-through or manually authenticated.

    • E. 

      We are allowed to pass through or manually authenticate guests on our own.

  • 6. 
    Wi-Fi Guys: Your caller is staying at a Wi-fi guys location.  This particular hotel has a Credit Card Portal system in place.  At the end of the call, you have to pass them through the portal page to get them online. From the following list of call drivers and actions, choose those that are true:
    • A. 

      We must escalate the case immediately.

    • B. 

      The call can be closed since the guest was able to get online

    • C. 

      The call driver must be set to "Credit Card Billing System - Passthrough"

    • D. 

      The call driver must be set to "Credit Card Billing System - Payment or refund"

  • 7. 
    For Point of Presence - Your caller is a student at St. Thomas University and is complaining that their phone service is no longer working.  How should you proceed?
    • A. 

      Phones? We don't support phones! Advise them that it's unsupported and end the call right away.

    • B. 

      Refer them to the school/residence administrator

    • C. 

      Clearly and fully document the issues the student is experiencing and escalate.

    • D. 

      Recommend they try a new phone.

  • 8. 
    Your caller is a guest at a wired-only hotel.  The customer is having an odd issue where their Internet Explorer is stuck in work offline mode and they occasionally get a prompt asking them to dial-up to the internet.How do you fix this problem? (hint: two of the options are needed to fix this issue)
    • A. 

      Have the customer uncheck "Work Offline" from the Tools menu in IE.

    • B. 

      Double check that they do not have a proxy.

    • C. 

      Simply have them restart the computer.

    • D. 

      Reset their IE settings completely from the 'Advanced' tab of Internet Options

    • E. 

      The customer has a dial-up network setup. Double check that IE is NOT set to 'Always dial my default connection'