business voice edge 17 Flashcards Preview

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Flashcards in business voice edge 17 Deck (133):
1

What Business Voice Edge feature will assure that your business keeps receiving calls even during power outages?

Disaster Recovery

2

How many users can be monitored on the Polycom 670 phone using Expansion Modules?

47 users

3

Overview and Feature Demo are Webinars that include High level basics of VoiceEdge and are offered on what days?

Mondays, Tuesdays

4

A voice mail icon on the screen, a flashing line key, and a stutter dial tone indicate what?

The user has a voicemail.

5

How many lines can a Polycom VVX1500 phone handle?

6 lines

6

What component must the customer provide between the Edgemarc 4550 and the end user devices?

(Ethernet) Switch

7

What is the microphone pickup range on the Polycom 6000?

12 feet

8

If the Connect button on the Integrated Telephony Toolbar is red, this means what?

Not logged in.

9

May also be referred to as Private Numbering Plan (PNP) or Call Transfer. Allows the customer to redirect calls to other phone within the office.

Extension Dialing

10

Allows customers to automatically forwards incoming calls to the next open line or all lines are busy, the hunt group can send overflow calls to voicemail.

• Multi-Line Hunt Groups (MLHG)

11

Which function of the Enterprise SIP Gateway (ESG) enables failover capabilities that utilize Comcast geographic redundant architecture?

Survivability

12

What is another term for a Business Contract?

Service Order Agreement

13

What is the function of the Enterprise SIP Gateway (ESG)?

It provides:-Traffic Shaping-NAT and Firewall-Remote Testing Capabilities-Survivability

14

What should be verified in the billing system prior to scheduling a TC?

Verify Correct rate/ service codes and that equipment is ordered.

15

What is ESG?

Enterprise SIP Gateway

16

What is the difference between a native TN and a ported TN?

A native TN originates from Comcast’s assigned pool of telephone numbers. A ported TN is owned by another service provider.

17

What does ILEC stand for?

Incumbent Local Exchange Carrier

18

In order to verify the modem status, what information do you need?

You need the business’s phone numbers and MAC address for both the eMTA and Cable Modem.

19

The credentials needed to login to the Business VoiceEdge Mobile App are the same as:

Business VoiceEdge portal and Telephony Toolbar login.

20

Which mobile operating systems is the Business VoiceEdge Mobile App available for?

Apple, Android

21

Name three types of tickets are reported in TTS?

Customer Reported (CR), Network Detected (ND), and Scheduled Maintenance (SM)

22

What feature enables a "find me" list of phone numbers which are alerted, in order, when you receive a call?

Sequential Ring

23

For quality Business Class Voice services, Signal to Noise levels should be between what?

33 dB or higher

24

What are the systems used when providing DOI support?

ACSREnterprise Telephone System (ETS)Service Visibility Portal (SVP)Network Provisioning System (NPS)Customer Account Database Manager (CADM)

25

How many employees define a small business?

Fewer than 20

26

The VoiceEdge feature that allows the ability to send calls directly to voicemail (busy greeting) is called ____

Do Not Disturb

27

Unified Communications is a Webinar that includes Advanced features for desktop and mobility integration and is offered on what days?

Thursdays

28

Tech Admin Training is a Webinar that includes Managing users and group features via Business VoiceEdge portal and is offered on what days?

Fridays

29

What will the customer need to sign in to the Call Detail Record website?

Account Number-Security PIN

30

What does MSO stand for?

Multi System Operator

31

provides call-control intelligence for establishing, maintaining, routing and terminating voice calls.

Broadband Telephony Server (BTS)

32

What Business Voice Edge feature allows for click-to-dial functionality from existing Outlook contacts?

Integrated Telephony Toolbar

33

What does TDM stand for?

Time Division Multiplexing

34

What is a CDR?

Call Detail Record

35

What document gives Comcast permission to port a TN from another service provider?

Firm Order Commitment (FOC)

36

Call Detail Records are available for up to how many previous months?

18 months

37

The on-site Enterprise SIP Gateway (ESG) provides Traffic Shaping, what does this do?

Provides higher priority to voice traffic.

38

The first step during basic troubleshooting is to verify what?

The rate and service codes in the appropriate billing system, either ACSR or COMTRAC

39

The credentials used to login to Business VoiceEdge Portal and Telephony Toolbar can also be used to login to:

The Business VoiceEdge Mobile App

40

How many lines can a Polycom 670 phone handle?

6 lines

41

What types of problems would a customer experience if the RF levels are not within specification?

Jittery Voice, Echoes, & Robotized voice

42

What are 5 of the available features on the Business VoiceEdge Mobile App?

1. Voicemail2. Manage Be Anywhere devices3. Keypad for dialing4. Contacts directory5. Recent Calls6. Do Not Disturb7. Settings management8. Help

43

For quality Business Class Voice services, upstream levels should be between what?

35 and 52dBmV

44

What is SIP?

Session Initiated Protocol

45

What device provides on-site quality of service for Business Voice Edge?

The Edgemarc Enterprise SIP Gateway (ESG).

46

The VoiceEdge feature that allows a user to forward all incoming calls to a specified phone number if your phone isn’t answered is called _____

Call Forwarding No Answer

47

What are three indications a VoiceEdge user will see if the they have a voicemail?

A voice mail icon on the screen, a flashing line key, and a stutter dial tone.

48

What does the Remote Office enable a user to do?

Ability to Enable a remote location to act as your work phone.

49

What does VAR stand for?

Value Added Reseller

50

What does CLEC stand for?

Competitive Local Exchange Carrier

51

Basic Phone Training is a Webinar that includes How to use your VoiceEdge phone and is offered on what days?

Wednesdays, Thursdays

52

What feature allows customers to use home, cell or hotel phones as their business phones?

Remote Office

53

What are 5 of the options accessible from the Integrated Telephony Toolbar?

1. Connect2. Options3. Services4. Be Anywhere5. Remote Office6. Call Forwarding Always7. Call Forwarding No Answer8. Call Forwarding Busy9. Do Not Disturb10. Speed Dial11. Call History12. Personal Directory13. Group Directory14. Search

54

What does the Be Anywhere feature allow you to do?

It allows you to setup one number that rings all your phones.

55

Reception Console is a Webinar that includes Learning the software based Reception Console software and is offered on what days?

Custom Session

56

What is the Business Voice Edge feature that enables customers to use PCs to control their desk phones?

Integrated Telephony Toolbar

57

The VoiceEdge feature that allows a user to forward all incoming calls if you are on a call is called ___

Call Forwarding Busy

58

The VoiceEdge feature that allows you to setup one number that rings all your phones is called _____

Be Anywhere

59

What is a Call Detail Record (CDR)

A monthly record accessible online to view call details such as call to, call duration and time of day.

60

What Business Voice Edge feature will monitor and notify you with a distinctive ring when the user becomes available?

Automatic Callback

61

What is the microphone pickup range on the Polycom 5000 conference phone?

7 feet

62

Where can a customer access a Call Detail Record (CDR)?

business.comcast.com/voice-cdr

63

What does the Survivability function of the Enterprise SIP Gateway (ESG) do?

It enables failover capabilities that utilize Comcast geographic redundant architecture?

64

What does the Do Not Disturb feature do?

Sends calls directly to voicemail (busy greeting)

65

For quality Business Class Voice services, downstream levels should be between what?

-10 to 10dBmV

66

What are the two tools used to activate Business Class Digital Voice and the Business Class Internet combination products?

The IVR and the Activation Server

67

Enables customer to view and manage voice voicemail and other Business Class Voice features online.

• Digital Voice Center

68

What are the four features unique to Business Class Digital Voice?

1)Multi Line Hunt Group (MLHG)2)Call Hold3)Call Transfer4)Private Number Plan

69

How many lines can a Polycom VVX500 phone handle?

12 lines

70

Which Business TV package provides a variety of popular channels including CNBC, The Weather Channel and Headline News?

Information and Entertainment

71

How can a VoiceEdge user access voicemail while away from the office?

1. Dial your office telephone number.2. When your personal greeting starts, press *3. Enter your password when prompted.

72

What is the name of the app that integrates the Business VoiceEdge phone with your iPhone or Android?

Business VoiceEdge Mobile App

73

In ETS, What field(s) is reviewed to verify a valid FOC has been received?

FOC # and FOC Date

74

______ allows users to take or make calls from their handset as if they were using another person's phone.

Shared Call Appearance (SCA)

75

Which button should be pressed to prevent the Polycom 670 phone from ringing for incoming calls?

Do Not Disturb

76

What monthly record can a customer access online to view call details such as call to, call duration and time of day?

Call Detail Record (CDR)

77

What is Business VoiceEdge?

A fully managed phone system solution that is an alternative to on-site based PBX or key system.

78

Which Business Voice Edge feature sends an email when specific calls designated by the customer arrive?

Call Notify

79

What Business Voice Edge feature allows voicemail messages to be delivered to email inboxes as wave files?

Voicemail to Email Integration

80

Businesses which charge an admission fee, such as sports arenas, are eligible for which Business TV package?

Not eligible for Business TV

81

Name Four types of issues or symptoms reported by the customer for voice related issues:

1) No dial tone for one line or all lines2) Call features (including Hunt Groups) 3) Call quality - noise or static4) Voicemail5) Outgoing Call Issues (Cannot Make Calls)6) Incoming Call Issues (Cannot Receive Calls)7) Caller ID8) Digital Voice Center (DVC)9) Directory Assistance / Directory Listing (DA/DL) Incorrect10) E91111) Customer Premise Equipment (CPE), Fax/ Alarm System

82

The VoiceEdge feature that allows a user to Send all calls directly to a specified phone number is called ___

Call Forwarding Always

83

What is the Business Class TV service designed for barbershops / hair salons, gas stations, or waiting areas?

Business Class TV - Private View

84

For Business Voice Troubleshooting Overview, name Three Reported Troubles That Will always be escalated?

1) DA/DL2) E9113) CPE

85

What does the Call Forwarding Always feature do?

Send all calls directly to a specified phone number.

86

What is NAT?

Network Address Translation

87

What is the name of the on-site quality assurance device that provides: Traffic Shaping, NAT and Firewall, Remote Testing Capabilities, Survivability?

Enterprise SIP Gateway (ESG)

88

What Business Voice Edge feature allows you to view all of the phones and numbers that are in your BVE group?

Group Directory

89

How many lines can a Polycom 335 phone handle?

2 Lines

90

A tool that provides the means for manual provisioning of Business Class Internet; as well as, set COS and FQDN for the eMTA?

BACC tool

91

If a modem replacement is required for a "Legacy BVE" customer, it should only be replaced with this modem.

SMCD3G

92

As a general rule, Smart Packet Detection in the BWG should be enabled or disabled?

Disabled

93

How many different call forwarding options are there?

5: Always, Busy, No Answer, Not Reachable, Selective

94

Hunt group type that rings all users at once

Simultaneous

95

Hunt group type that rings each user in the order they appear on the user list

Regular

96

Hunt group type that notes the last user answer a call and then rings the next user in the list

Circular

97

Hunt group type that rings the user that has been idle the longest

Uniform

98

5 types of call Queue hunting

Circular regular simultaneous uniform and weighted

99

Loud Ringer will provide a ringtone that is how much louder than polycom phones?

Up to 8 times louder

100

What is the make and model of the Loud Ringer?

Algo 8180

101

What three equipment categories are there

1. Shipped directly to customer
2. Brought out by technician
3. Customer required

102

Polycomm seat with video capabilities (no camera add on)

VVX1500

103

How many different polycom desk phone models are there?

5

104

What day of the week is tech admin training?

Friday

105

What day of the week is unified communications training?

Thursday

106

What days of the week is basic phone training available

Wednesday and Thursday

107

What days of the week is the Overview view and feature demo held?

Monday and tuesday

108

Press ____ to rewind message 3 seconds at a time in voicemail

1

109

Press ____ to fast forward 3 seconds at a time on voicemail

3

110

Press _____to go to beginning of message

4

111

Press _____ to go to end of message

6

112

Press ______ to delete message

7

113

Press _____to pause message

2

114

Which navigation arrow will show the placed calls call log?

Right arrow

115

Which navigation arrow will show the call log for missed calls?

Down arrow

116

What will pressing the left navigation arrow show?

Received calls log

117

What will pressing the up navigation arrow display?

Speed Dial

118

In what platforms can the Integrated Telephony toolbar be accessed?

Microsoft Outlook, Mozilla Firefox, and Internet Explorer

119

The orange splat on the telephony tool bar is

Options

120

Orange bullseye on telephony toolbar

Remote office

121

This button will be green or red on telephony tool bar

Connect

122

Button with blue guy with white arrow on telephony toolbar

Call forwarding always

123

Blue guy with blue arrow on telephony tool bar is

Call forwarding no answer

124

Red guy with white arrow on telephony tool bar is

Call forwarding busy

125

Red guy with white slashed circle on telephony toolbar is

Do not disturb

126

Blue speedometer icon on telephony tool bar is

Speed dial

127

Blue piece of paper icon on telephony tool bar is

Call history

128

Green guy on telephony tool bar is

Personal directory

129

Blue guy and orange guy on telephony tool bar is

Group directory

130

If remote office feature is enabled, what feature should be disabled?

Be anywhere

131

How many calls (maximum) are displayed in the basic call logs?

Last 20 calls

132

What must be dialed to use push to talk feature?

*50 and the users extension

133

How many phone numbers can be set up for distinctive ring?

12

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