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Flashcards in ct3 Deck (404):
1

Aspect ratio of HDTV

16:9

2

Preferred method of coax cable routing

Home Run

3

What is CRT?

cathode ray tube

4

What four services are business class TV customers not eligible to receive?

PPVVODDVRPremium channels

5

What does REN stand for?

Ring equivalency number

6

How much REN do we suppoprt?

5

7

DOCSIS

Data Over Cable Services Interface Specification

8

What ensures interoperability of cable modems from various manufacturers?

DOCSIS

9

What does MoCA stand for?

Multimedia over Coax Alliance

10

Name four COMCAST business services

TVPhoneInternetTeleworker

11

What is the delay between transmission and arrival of a packet?

latency

12

What is it called when packets are received in the wrong order?

jitter

13

In general, business customers sign a __ to __ year contract.

2 to 5

14

What does the term POTS mean?

Plain Old Telephone System

15

What is the name of the dial tone a customer will hear when they have voicemail?

stutter

16

what does CMTS stand for?

Cable Modem Termination System

17

How many pairs should there be in a fax machine flat satin?

1 pair

18

What does EDTV stand for?

Enhanced Definition TV

19

What is the resolution of EDTV?

480p

20

What does eMTA stand for?

embedded mutimedia terminal adapter

21

All lights flashing on an eMTA indicate what type of problem?

Foreign Voltage

22

What does VOIP stand for?

Voice Over Internet Protocol

23

List the 3 pairs in order of older station wire?

Green/Red Black/Yellow White/Blue

24

What tools can you use to check polarity on a phone line?

Butt Set and Toner

25

Internet phone services transmit calls over a ______ network.

Public

26

What is the supervisory voltage provided by an eMTA?

48 VDC

27

What connection type provides both audio and video?

HDMI

28

Out of the following colors: Green/Red Yellow/Black list the tip and ring.

green-tipred-ringyellow-ringblack-tip

29

What is DHCP?

Dynamic Host Configuration Protocol

30

What is QAM?

Quadrature Amplitude Modulation

31

What frequencies are assigned to the downstream and upstream?

Up- 5-42 MhzDown- 54-1000 Mhz

32

List 2 types of call forwarding.

SelectiveVariable

33

What is the 4 step troubleshooting process?

IdentifyIsolateRepairVerify

34

What are 3 ways to access voicemail?

*99Xfinity ConnectVM Access

35

What is ICFR?

In Channel Frequency Response

36

Ring voltage for CDV?

60-90 V AC

37

5 factors of attenuation

Diameter of center conductorDielectricFrequencyTemperatureLength of cable

38

What is the difference between dB and dBmV?

dB is relativedBmV is absolute

39

Multiple carriers oscillating at different frequencies transported in the same medium is what?

Frequency Division Multiplexing

40

Passage of outside signal into the cable is known as what?

Ingress

41

Signal leaking out of the system is known as what?

Egress

42

What are the three main components of a home theater system?

AudioVideoEnvironment

43

List the 4 main types of displays

Direct viewRear ProjectionFront projectionFlat Panel

44

Latent or out of sync audio is known as?

Lip sync

45

MPEG identifies and removes what type of information between successive frames of the picture?

Redundant / Static

46

Separating successive frames into two types of video information is also known as what?

compression

47

What is a rugged, inexpensive to repair bandwidth versatile transmission medium?

Coaxial cable

48

A home run system is also known as what?

Star topology

49

Formula for voltage

E=IxR

50

What does DLNA stand for?

Digital Living Network Alliance

51

What are the 3 troubleshooting areas in CDV?

Before eMTAAt eMTAAfter eMTA

52

What numbers do you need to dial in order to place an international call?

011 + country code

53

DHCP

Dynamic Host Configuration Protocol

54

What is the measure of voice, data and or video quality provided to a customer called?

Quality of Service (QoS)

55

What is our loop current?

23-40 mA

56

List 2 safety precautions to take before working on phone lines.

Disconnect ILECDisconnect eMTA

57

When an eMTA is upgrading firmware what lights are flashing?

U/S and D/S

58

If the power light is flashing on an eMTA it indicates what?

AC power failure

59

What tool can you use to connect your butt set to a modular outlet?

banjo

60

The twists in CAT5 wire help to prevent these 2 things?

crosstalknoise

61

What type of cable is needed to backfeed an eMTA to a wallplate?

electrically straight

62

Excess debris left in a punch down block that can cause a short is known as?

shiners

63

ILEC

Incumbent Local Exchange Carrier

64

What defines where COMCAST may physically disconnect a customer from the ILEC network?

Interconnection Agreement

65

When troubleshooting a data device what is the first thing you should check?

dial tone and polarity

66

What must be placed between the eMTA and the customers telephones if they have an alarm system?

RJ31X

67

Businesses can add what services a la carte?

HDMusic ChoiceMulti LatinoSports Packages

68

What is an internet product for companies that have a mobile workforce?

Teleworker

69

How many email addresses are available to a teleworker customer?

7

70

How would a teleworker customer add or disconnect accounts?

Teleworker order center

71

What DOCSIS standard brought about channel bonding and IPv6?

DOCSIS 3.0

72

What is DNS and what does it do?

Domain Name SystemTranslates the FQDN to an IP

73

Connect RF to power in order to prevent what?

Ranging

74

The cumulative effect of ingress from multiple homes is known as what?

Funnel effect

75

The number one cause of ingress and egress occurs where in the system?

Drop system

76

The number 1 cause of ingress and egress?

Poorly installed connectors

77

CPE

Customer Premise Equipment

78

A return path problem that is caused by the corrosion of dissimilar metals?

CPD

79

What audio format has 4 channels: Left, Right, Center, Surrounds

Dolby Pro Logic

80

3 types of audio formats with 5.1 channels.

DTS Neo:6Dolby DigitalDTS

81

What essential supplies are needed for an Xfinity Internet installation?

Modem, cable installation materials (coaxial cable and splitters), welcome kits, ethernet cables

82

What are the installation options for Xfinity Internet?

Self installation and professional installation

83

What should the work order contain prior to installation?

Customer's name and address, account number, current comcast services, information specific to the order, modem information (including correct rate codes for modem installation), comcast.net username

84

What essential supplies are needed for an Xfinity Internet installation?

Modem, cable installation materials (coaxial cable and splitters), welcome kits, ethernet cables

85

What is a bit?

a single character of data

86

What is a Byte (B)?

8 bits, a larger amount of data but still not very large.

87

What is a Kilobit (Kb)?

Roughly 1000 bits. Many Internet applications measure speed in kilobits

88

What is a Gigabyte (GB)?

Roughly one thousand megabytes. Gigabytes are common when talking about hard drive storage.

89

What is a Megabit (Mb)?

Roughly one million bits. This is smaller than a megabyte, but is a common measurement for network bandwidth.

90

Projects light from microscopic mirrors onto big, widescreen, rear-projection TVs (or micro-displays)

Digital Light Processing(DLP)

91

What is the Pre-installation internet requirement to installing a CT3 cablecard in a PC?

An Internet connection MUST BE working prior to installation.

92

Boosts low level signals from the components to the speakers.

Amplifier

93

Images result when electrically charged gases illuminate colored phosphors

Plasma

94

What type of cable fulfills the video requirement for an internal or external xfinity TV user?

A/B USB cable.

95

What is a Gigabyte (GB)?

Roughly one thousand megabytes. Gigabytes are common when talking about hard drive storage.

96

Includes audio and video input/output ports; Audio input to AV receivers internal preamplifier; Audio output fed to system speakers; Video for selected device is fed from the receivers output jacks to connected video display

Audio/Video Receiver

97

What is the requirement PRIOR to installing a CT3 cablecard in a PC?

An Internet connection MUST BE working prior to installation.

98

Toslink or EIA-J are types of what?

Optical Digital Audio connectors

99

Uses an RCA connector to carry Digital Audio

Coaxial Digital connection

100

Uses an RCA connector to Analog Audio

Stereo Connection

101

Creates a picture by shooting an electronic beam at a phosphor-coated glass screen

Cathode Ray Tube (CRT)

102

Creates images by passing light through a layer of liquid crystal sandwiched between two panes of polarized glass.

Liquid Crystal Display(LCD)

103

Allows customers to link home TVs from any PC or hand-held device

Slingbox

104

Uses LED backlighting instead of the cold cathode fluorescents CCFL

LED-backlit LCD

105

A general term for non-projection types of TVs, which include conventional tube TVs and flat-panel plasma and LCD TVs

Direct View TV

106

Changes the size of an image to fit the pixel size of a device without changing the shape

Scaler

107

Operates with beam of infrared light; components must be in line of sight with remote

Infrared Remote

108

Consisting of a separate projector (typically placed on a table or ceiling-mounted) and screen; Can display images up to 20 feet across, or larger

Front Projection

109

Ideal if there is little or no space for a TV or projector; Can be hung on the wall; Can be plasma or LCD

Flat Panel

110

What is the pre-installation video requirement for a CT3 cablecard?

A) An internal or external xfinity TV Tuner

111

Just launched by Comcast, these remotes talk to the STB via RF while using infrared to talk to the TV.

IR/RF Remote(XR2)

112

Large 24-pin connector in which audio is not provided

DVI

113

4-pin video only connector

S-Video

114

RCA wiring that uses Yellow Red and White connectors

Composite video

115

Improves picture quality; Makes routing and distribution easier; Allows images to be displayed in different ways

Signal Processor

116

Enables multiple video and audio signals to be selected and sent to one or more display devices

Switcher

117

What type of cable fulfills the video requirement for an internal or external xfinity TV user?

An A/B USB cable.

118

Operate components located throughout the household; Generates signals of given radio frequency

RF Remotes

119

Control all components; Can be programmed for individual components (uses 3 or 4 digit codes)

Universal Remotes

120

Perform operations on more than one component; can usually learn commands

Programmable Remotes

121

Control all components; Can be programmed for individual components (uses 3 or 4 digit codes)

Universal Remotes

122

Perform operations on more than one component; can usually learn commands

Programmable Remotes

123

Just launched by Comcast,these remotes talk to the STB via RF while using infrared to talk to the TV.

IR/RF Remote(XR2)

124

How far should seating be away from TV for Optimum viewing in a Home Theater setup?

Seating should be two times the diagonal wide-screen TV away from TV (example: seating should be 84" away from a 42" TV screen)

125

Name 4 of the 6 equipment requirements for an external digital cable tuner setup.

1) Windows Vista Home Premium or Ultimate Edition2) Vista digital cable compatible PC3) DVD-ROM Drive4) Audio Output Capabilities5) Internet Access6) Internal or External Xfinity TV Tuner with remote

126

What is the second step in the installation checklist?

Ensure eMTA is on customer’s account  If you are not using a handheld or laptop, call dispatch to verify.

127

What is the third step in the installation checklist?

Greet the customer  Introduce yourself and explain that service will be temporarily disconnected. Ensure that the customer is NOT using an existing service (for example, downloading a file, recording a TV program, etc.) prior to starting to work.

128

What is the fourth step in the installation checklist?

Determine if additional jacks or wiring is needed If additional telephone jacks need to be installed, have the customer indicate where he/she wants them installed, and get sign-off of any extra costs. If additional wiring is needed, consult customer on preferences, and follow local guidelines regarding wiring policies.

129

What is the fifth step in the installation checklist?

Confirm work order Note changes and obtain agreement before work

130

What is the sixth step in the installation checklist?

Determine if customer has an alarm system  If yes, have customer put in ―test‖ or call the alarm company to test alarm.

131

What is the seventh step of the installation checklist?

 If yes, see page 36 for Door Entry System Considerations.

132

What is the eighth step in the installation checklist?

Give customer Welcome Kit  Customer can look over while you do work.

133

What is the ninth step in the installation checklist?

Test and verify customer equipment Make a call from all the outlets the customer wants changed over to verify they are functioning properly

134

Equation for calculating Exact Loss

Cable Loss + Passive Loss = Total Loss

135

Most trouble calls, including repeat trouble calls, in the CATV industry are found where?

Between the tap port and the customer's television set.

136

The majority of troubles calls are due to what?

Poor connector installation or device attachments.

137

What types of problems can poorly installed F-Connectors cause the customer?

Tiling"One Moment Please" messageGhostingDistorted picture (hum)Intermittent service

138

The Top 5 Types of Connector Problems

1. Moisture damage2. Long/short center conductor3. Connector not tightened to port4. Braid removed or too short/long5. Improper connector for cable type

139

Why is it improper to cut a center conductor a second time to (trim it) to fit a fitting?

A jagged center conductor can scratch the contacts inside the F-port creating reflections.

140

Name 3 of the 6 best practices for F- Connector Installation

1. Use a prep tool with a stop2. Use the side of the compression tool to recheck dimensions3. With the correct prep tool, all the dimensions (1/4") are setup correctly.4. Make sure the dielectric is flush with post face5. Make sure you hear an audible "click" when using the torque wrench to ensure the connector is tightened properly.6. Always compress fully

141

Name 5 of the 10 Best practices for Handling Coaxial Cable

1. Do not use the wrong size clip2. Do not kink the cable3. Follow the cable's bending radius4. Label each end of cable with a matching numbering system5. Do not allow a vehicle to run over the cable6. Always use a cable caddy when handling drop cable7. When pulling drop cable off a reel, do not pull loops out. Walk to the loop and unwnd it without kinking the cable.8. Never make 90-degree bends.9.Do not staple the cable10. Do not over tighten tie wraps, or stuff into house boxes.

142

What is the tenth step in the installation checklist?

Test and verify Comcast services Verify the Cable TV picture quality on all of the customer’s televisions. Be sure the cable modem has Block Sync and basic Web sites can be accessed prior to starting the installation.

143

What is the eleventh step in the installation checklist?

Determine location of eMTA Place near customer’s primary computer, if possible Keep eMTA away from wireless devices, access by children/pets Avoid attics and spaces that are not temperature controlled

144

What is the twelve step in the installation checklist?

Complete Onsite Quality Assurance Check Check for signal leakage. Check for inferior/substandard cable, connectors, andcraftsmanship. Check for any filters/traps that may have existed within aprevious installation and remove. If Xfinity Internet does exist, check that the modem isconnected to a ―home run‖ coaxial outlet. If Xfinity Internet does not exist, determine the route for a coaxial cable from a splitter near the ground block to the customer’s PC location. Test to verify that the coaxial portion of the home wiring is properly bonded. Determine the route for a ―home run‖ phone line from the customer’s PC location to the NID. For customers with alarms systems, a ―home run’ phone line to the NID is a required practice to ensure the alarm equipment can seize the customer’s phone line to call out during a potential emergency scenario.

145

Series-6 cable bending radius:

2.5"

146

Series-7 cable bending radius:

4"

147

What are the two ways to typically connect the eMTA to the customer's inside wiring?

1. Direct line from NID to eMTA using Scotchlok connectors2. Via a four-pair jumper

148

What is involved in the "Isolate" step of the troubleshooting process?

1. Measure and record signal levels at outlets, splitter, ground block and tap2. Inspect all connectors, cable, and splitters and replace as needed3. Ensure all equipment is connected properly..4. Use Bypass Method to isolate bad equipment5. Perform Ingress Scan at both the ground block and the tap with all CPE connected.6. Use your Divide and Conquer techniques to cut the system in half to locate the fault

149

What frequency range is tested in a downstream Ingress resistance test?

88-108 MHz(FM Band) downstream

150

What is the web address for most Comcast modems and eMTAs

http://192.168.100.1

151

What frequency range is tested in an upstream spectrum test?

5-42 MHz

152

What is the acceptable measurement for both the upstream spectrum test and the Ingress resistance test?

-30 dBmV or lower

153

what are four benefits to an employer who uses teleworker?

Single contract, unified billing, online ordering and management, business class customer support

154

what are four benefits of teleworker for employees?

Multiple connections, comcast.net email, after hours use, Portal services

155

how any levels of teleworkers are there?

2

156

what are the names of of the two levels of teleworker?

Standard and enhanced

157

what is the major difference between the two teleworker service levels?

speed

158

how does a technician know the a teleworker customer from a CHSI customer?

the work order

159

what paper work does a technician give a teleworker at the end of the install?

None

160

RF:

RF or Radio Frequency refers to an electromagnetic wave that generally falls in the frequency range of 3 kHz to 300 GHz.

161

MHz (Megahertz):

Equal to one million Hz. Video signal bandwidth is typically expressed in megahertz

162

All FM radio stations transmit in a band of frequencies between:

88 and 108 MHz

163

Spectrum:

A range of wavelengths of electromagnetic emission

164

AM radio:

535 kHz to 1.7 MHz

165

Short wave radio:

5.9 to 26.1 MHz

166

Aircraft navigation frequencies:

110 to 137 MHz

167

Broadcast television stations: VHF low band channels 2 through 6

54 to 88 MHz

168

Broadcast television stations: VHF high band channels 7 through 13

174 to 220 MHz

169

The difference between transmitted and received power resulting from the loss through equipment, lines, or other transmission devices; usually expressed in decibels.

Attenuation

170

Coax attenuation specifications are based on:

100 feet of cable at 68 deg F

171

Each 10 degree increase in temperature results in a

1.2% increase in attenuation

172

The variable in calculating attenuation is always

The frequency

173

At 50 MHz, 100 feet of RG6 cable loses roughly

1.5 dBmV

174

At 400 MHz, 100 feet of RG6 cable loses roughly

4 dB

175

At 750 MHz, 100 feet of RG6 cable loses roughly

5.5 dB

176

The insulating material separating two conductors such as that between the center conductor and sheath in a coaxial cable

Dielectric

177

High frequencies travel in the very ____ of the center conductor

skin

178

Damage to the copper or silver skin of the center conductor will directly affect ____ _________ signals

high frequency

179

_____ ___________ utilize more of the cross-sectional area of the conductor and are more forgiving when it comes to imperfections in the copper plating

Lower frequencies

180

The property of higher frequencies travelling on the outer portion of a conductor is called the ____ ______

skin effect

181

A passive signal splitting device, with minimum signal loss between the input port and the output port (through loss), a specified coupling loss between the input port and the tap port (tap or coupler loss), and very high loss between the output port and tap port (isolation)

Directional coupler

182

A subunit of a larger unit called the bel:

decibel

183

Is a measure of the ability of a circuit (often an amplifier) to increase the power or amplitude of a signal from the input to the output

Gain

184

An increase of 3 dB _______ the signal power

doubles

185

Anytime an RF signal changes by 3 dB, the signal power is either _______ (+3 dB) or ___ __ ____ (-3 dB)

doubledcut in half

186

A signal of 0 dBmV corresponds to

1 mV across a 75-ohm impedance

187

(Attenuation x Footage)

Cable Loss

188

(Cable Loss + Passive Loss)

Total Loss

189

(Known Level – Total Loss)

Expected Level

190

A measure of the received carrier strength relative to the strength of the received noise

Carrier to Noise (C/N) ratio

191

A network architecture developed by the cable industry, which typically uses fiber optic cables to bring signals to selected areas of the system called nodes, which are usually based on the number of subscribers to be served

Hybrid Fiber Coax (HFC)

192

An advantage of fiber is:

It has bandwidth many times greater than coaxial cable and can travel great distances without amplification

193

The width of a band of frequencies

Bandwidth

194

Passage of an outside signal into the cable; can result in noise and disruption of the desired signal

Ingress

195

A standard for home entertainment networking in which existing subscriber drop coaxial cabling and components are used to interconnect set-top boxes

MoCA

196

Allows up to 16 devices on the network, with a maximum of 300 feet of cable

MoCA 1.1

197

MoCA 1.1 offers ___ ____ MAC rates and __ node network extensions

175 Mbps16

198

MoCA 1.1 operates in the ___ – ____ MHz frequencyrange

500 – 1500

199

MoCA 2.0: offers net throughput MAC rates of ________(baseline mode) and _______ (enhanced mode)

400 Mbps800 Mbps

200

MoCA 2.0 operates in the ___ - ____ MHz frequency range

500 - 1650

201

To ensure that MoCA energy remains within the home, the CommTech 3 must install a __________ in the drop

POE filter

202

FCC part 76.614

States that any leakage source which produces a field strength of 20 uV/m or greater at a distance of 3 meters in the aeronautical radio frequency bands shall be noted and such leakage sources shall be repaired within a reasonable period of time

203

Three main features of OWE:

First Time User Experience (FTUE) XFINITY ProfileProgress Bar

204

The residential services are:

XFINITY TVXFINITY VoiceXFINITY InternetXFINITY Home

205

Xfinity apps

XFINITY Connect AppXFINITY Home AppXFINITY TV Go AppXFINITY Player AppXFINITY Remote AppXFINITY Wi-Fi App

206

Suite of applications that enable customers to enjoy the services they have from Comcast on as many platforms as possible

Converged Products:

207

Allows customers to make outgoing calls via a virtual telephone number using a mobile device without using wireless minutes

Voice 2go

208

The three main components of a Home Theater system are:

AudioVideoEnvironment

209

There are three significant considerations in a Home Theater application

Audio qualityAudio formatsAudio equipment

210

Latent or out-of-sync audio

Lip-Sync

211

The different types of audio formats are:

MonoStereoSurround Sound

212

Key elements of a surround sound system are:

PreamplifierPower AmplifierSurround Sound ProcessorAudio/Video Receiver

213

Tiny dots that convey light and combine to form a video picture

Pixel

214

Short for "picture element."

Pixel

215

The number of scans from the left side of the display to the right and back that occur in one second

Horizontal Scan Rate

216

The number of times per second that the scan sequence is repeated from the top of the display

Vertical Scan Rate

217

Visible fading of luminance between scan cycles on video displays

Flicker

218

The method of displaying television pictures in which the picture is displayed in two halves (one of odd-numbered lines, one of even-numbered lines), that are interlaced together to create the full picture

Interlaced scanning

219

Standard television pictures are composed of ___ horizontal lines that scan across the screen in less than the blink of an eye

480

220

The ____ format utilizes two sequential fields of 540 lines each

1080i

221

Interlacing produces __ fields or __ complete frames every second

6030

222

Television pictures are displayed in a single pass, instead of the two fields used with interlaced scanning

progressive scanning

223

The common progressive scan standards that you will see are:

480p, 720p, and 1080p

224

Identifies and removes redundant information between successive frames of the picture

MPEG compression

225

Separating successive frames into two types of video information—that which remains unchanged from frame to frame, and that which is updated frame to frame

Digital Compression

226

The most important part of a Home Theater system is the?

video display

227

The three main steps involved in site preparation when installing new equipment in a customers home are:

Determining customer expectationsAnalyzing the current setupPlanning the signal flow

228

A common problem with Home Theater systems is:

no picture or poor picture

229

The most common causes of picture failure in a Home Theater system are:

Wrong display settings.Lack of power to various components.Cable routing malfunction, loose or disconnected cables

230

Ground loop issues are basically caused by

A 60-cycle AC component in the audio connections

231

When multiple carriers oscillating at different frequencies are transported simultaneously in the same medium

Frequency Division Multiplexing (FDM)

232

A return path impairment that can have a severe effect on return path signal quality

CPD

233

The transfer of energy from one device to another is most successful when both devices are of the same

Impedance

234

Signals propagate through either of two mediums

guided and unguided

235

Provides a physical path along which the signals are transported; such as those used in cable TV

Guided media

236

Can be water or the air around us. The signal is transmitted from a transmit antenna to a receive antenna

Unguided media

237

Three components of an electrical circuit:

VoltageCurrentResistance

238

The electromotive force (or pressure) that causes electrons to flow in a circuit

Voltage (E)

239

The amount of pressure required to cause one ampere of current to flow through one ohm of resistance

One volt

240

The flow of electrons through a conductor

Current (I)

241

The opposition a material offers to the flow of electrical current

Resistance (R)

242

One coulomb passing a given point in one second is equivalent to

One amp

243

German physicist, investigated galvanic currents and established the mathematical relationship between voltage, current, and resistance

Georg Simon Ohm

244

voltage =

current X resistance

245

A flow of IP data supplied to a processor at a rate fast enough forreal-time decoding

Streaming

246

Enables media files—movies, TV shows, music, and so on—to be played on TV, from various sources like computers, hard drives, the Internet, and media servers

Home Media Streaming

247

An all-in-one device that connects the customer’s Internet, phone, and home networking, enabling them to share files with computers and other electronic products that are connected to their home network

Wireless Gateway

248

A term used in IP telephony for methodologies and transmission techniques that manage the delivery of voice, using IP packets

Voice over Internet Protocol (VoIP)

249

Three ways a customer can access Enhanced Voicemail:

1. Dial *992. Dial home telephone number3. Online, through XFINITY Connect

250

A customer can access Enhanced Voicemail while away from home bypressing

#, once the greeting begins

251

Customers can easily check their email, listen to voicemail, and manage their address book and calendar from any computer with an internet connection.

XFINITY Connect

252

XFINITY Connect allows customers to:

Review call historyEasily manage everything related to their account without calling Customer Service

253

How customers can access XFINITY Connect:

If a customer has XFINITY Internet and XFINITY Voice, the login is their primary email username and password.If a customer is only subscribing to XFINITY Voice, the login will be the XFINITY Voice 10-digit home telephone number and voicemail password.For a new voicemail setup, simply dial *99, the system will prompt you to create a new passcode. Note, the last four digits of the telephone number is NO LONGER the default passcode.

254

website to access Xfinity Connect

https://login.comcast.net/login

255

Phone service that transmits telephone calls over a public network, such as the Internet

IP Telephony

256

A term used in IP telephony for methodologies and transmission techniques that manage the delivery of voice, using IP packets

VoIP

257

Technology used to transmit voice and related calls over a data network

IP Phone/IP Voice

258

A device that allows the telephone company to route and connect customers to one another

Telephone Switch

259

Worldwide network of public circuit-switches used by traditional, local, and long-distance companies

Public Switched Telephone Network (PSTN)

260

Central Office (CO) server that routes calls to other IP-based phones or through the PSTN

Soft switch (Software Switch, VoIP Switch, or CMS)

261

A telephone line dedicated to a specific subscriber. This line sends signals through the system, based on a subscriber making and receiving calls.

Subscriber Line

262

A site where telecommunications companies (such as cellular and long-distance providers) physically interconnect their systems with other networks (such as local telephone companies or cable companies)

Point of Presence (POP)

263

A condition caused when packets are not received in the correct order, or when they take too long to arrive at their destination.

Jitter

264

Delay associated with inconsistencies, or impairments, in the data transport stream.

Latency

265

Voice packets are given priority over other types of data traveling within the Comcast network. This managed delivery ensures high-quality voice packet interpretation.

Dynamic Quality of Service (DQoS)

266

The only time a call from an XFINITY Voice customer may use the public Internet is when the receiving party is using an ______________________.

internet-based service

267

When a telephone is on-hook, there is a potential difference of 48 volts between the tip and ring. This is called?

Supervisory or idle voltage

268

Ring voltage:

It may be anywhere from 60–90 Volts Alternating Current (VAC) at a frequency of 20 Hz.

269

In North America, a ____ pattern is the standard ring cycle.

2-4, two seconds of ring voltage followed by a four-second pause

270

In legacy telephone networks, talk battery and ring voltage come from the?

Central Office

271

Always disconnect the inside wire (IW) from the_________ before working on the wiring.

NID or eMTA

272

The total REN value in an individual circuit should not be greater than?

5

273

CPE that may have REN specifications:

Answering machineFax machinePhone modemMonitoring devicesAlarm systems

274

The voice portion of the eMTA can interpret both

DTMF and pulse signaling

275

Also known as Touch-Tone, this form of audio signaling was introduced by Western Electric in 1963

DTMF: Dual-tone multi-frequency signaling

276

In earlier pulse dialing systems, noise generated in the copper pairs could be interpreted as a pulse by the switch rendering:

Wrong telephone numbers

277

An eMTA features up to ____ hours talk time and up to _____ hours of standby battery

fiveseven

278

An eMTA features up to ____ hours talk time and up to _____ hours of standby battery

fiveseven

279

When utilizing an in-house amplifier, the eMTA must be connected to a:

passive port

280

If the customer has opted for a backup battery, it is recommended that they also have a ___________ on hand, in the event of a power outage.

wired phone

281

eMTA Location Guidelines

Place near customer¡¦s primary computer, if possible.Do not place eMTA in an attic or unheated basement space.Do not place the eMTA too close to a furnace or in any other area that is environmentally unsuitable for the unit.Keep away from wireless devices, and access by children or pets.Ensure adequate ventilation

282

Do not place an in-home amplifier between the tap and the eMTA unless the amplifier has an approved:

eMTA port

283

eMTA battery provides _____________ hours of standby time in case of power outage

five to seven

284

Backup batteries will not be available for purchase from Comcast by customers subscribing to:

“Unlimited Select.”

285

All of a sudden, the eMTA Link lamp or LED goes off. What could be the reason?

Ethernet cable disconnected, or computer has been powereddown. Possibly the router has lost power

286

What does the eMTA Telephone light do when the telephone is off the hook?

The lamp flashes

287

What does the eMTA Telephone light do when the telephone is off the hook?

The lamp flashes

288

How do you know if the eMTA battery is low?

Indicates a low battery

289

If all the lights flash, it is an indication that:

foreign voltage is present.

290

Name two ways to discourage the customer from unplugging the eMTA from a dual jack when they are trying to unplug their phone.

Wire in such a manner that the eMTA is plugged into the bottom jack to minimize accidental disconnectionUse a red "Do not remove" tag to block the unused port

291

Once the eMTA is hooked up, you can access a GUI to check signal levels by using:

192.168.100.1

292

Line test set common features:

» Monitor mode (on hook): Primarily for monitoring of a telephone line while on hook.» Talk mode (off hook): Will draw dial tone and is used to test the analog phone line» Speaker phone: Provides hands-free listening in both monitor and talk modes» Polarity test: Used to check polarity of the tip and ring, for tone signaling, and receiving signal from the tone-generating unit» Talk battery: The butt set can power a wire pair for voice communications» Dialing and calling capability

293

Indicates the pair polarity, detects a short circuit, and indicates the presence of “talk battery” (connection to the network)

Toner

294

Older wiring is often referred to as ____________, or Category 1 (CAT 1) wire.

station wire

295

With station wire the_____ and___ wires are used for the primary line.

greenred

296

The twists in Category 3,5 and 6 wire help prevent __________ and cancel out noise that might be induced onto the wire from adjacent pairs or exposed wire.

cross talk

297

All the wires used at Comcast start with “white” because white (tip) refers to the first five pairs:

» White/Blue» White/Orange» White/Green» White/Brown» White/Slate

298

____________________ silver satin cables should always be used from the eMTA to the wall jack, to prevent reverse polarity.

Electrically straight

299

4P4C connector -

4 wire (handset coil cord)

300

6P2C connector -

2 wire – RJ11 – one phone

301

6P4C connector -

4 wire – RJ14 – two phones

302

6P6C connector -

6 wire - RJ25 – three phones

303

8P8C connector -

8 wire – RJ45 - Ethernet

304

Contrary to popular belief, the handset cord is not a ______________ It has been erroneously referred to as an RJ22, RJ10, or RJ9. It is simply a unique sized 4P4C connector designed for the handset.

registered jack

305

When a fax machine is used with XFINITY Voice, the fax machine will:

Share the incoming phone line

306

Pre-installation Guidelines

Verify that tools and equipment have been chargedStock XFINITY Voice Welcome KitsEnsure that pocket guides/other resources are availableKnow how to use the mobile device/laptop and the IVRUnderstand troubleshooting stepsCheck work order; find out whether the customer requires a DOCSIS 3.0 deviceVerify that XFINITY Voice is shown on the work order before attempting the installation

307

What to do before beginning the actual installation

Confirm that the job is indeed what the customer orderedDetermine if additional jacks or wiring is neededHand the customer a Welcome KitDetermine if the customer has a monitored alarm systemAsk if the telephone is connected to an entry buzzer or door-entry systemAsk the customer what devices they have at home that are connected to the telephone line. This will help in ensuring compatibility.If there is a monitored security alarm, have the customer notify the alarm service to test the functionality of the alarm system.Once tested and verified, or if alarm is not monitored, ask the customer to place the alarm in "test" mode.

308

In a ____________ wiring configuration, the twisted-pair coming in from the NID goes, consecutively, through all the phone jacks

loop-through

309

In homes with loop-through wiring, the primary line may have been moved to the ____________ pair because of damage to the _________ pair somewhere in the wall

black/yellow red/green

310

Disadvantage of loop-through wiring configurations

If one part of the loop goes bad, the rest of the circuit is often affected.It inhibits/complicates addition of a special service, such as a fax machine, to just one phone jack.

311

In a home-run wiring configuration, also known as ____, each outlet is fed directly from a central location

star

312

When to use back-feed installation:

After determining that the existing wire can support a back-feed, and that it is the most reliable and efficient solution

313

When to use dedicated feed:

Whenever the customer has a PBX and/or monitored alarm system or when the existing phone jack wiring is determined to be faulty

314

Disadvantage of dedicated feed installation:

Requires spare pairs that are not always availableMay require installation of an additional telephone wire to facilitate the feed

315

Only _________ alarm systems should be connected to the phone service

monitored

316

Allows an alarm panel to control access to active phone pairs, and seize those pairs even if the customer is using the telephone

Line seizure

317

Be sure that the alarm system is in ________ before beginning work, to ensure that an alarm is not triggered

Test Mode

318

Some ILECs utilize "______________," a service that keeps talk battery on the pairs even if the location no longer subscribes to their phone service

soft dial tone

319

Before the eMTA can be connected to the customer’s home wiring, the existing service must be disconnected at the?

NID

320

Unplugging the modular connector in the NID is a safety step. It prevents?

being hit by ring voltage

321

Insulate wiring disconnected at the NID with __________or similar if it is going to have continuity back to the eMTA.

Scotchloks

322

What is the preferred method of connecting the eMTA to the house wiring?

Disconnect the ILEC and connect the eMTA with a dedicated line to the NID

323

An _____ jack isolates the alarm panel from the eMTA in the telephone circuit.

RJ31X

324

In a phone installation with an alarm system, a _________ _____ _____ is always the first active device in the telephone circuit

monitored alarm panel

325

Exceptions to opening the alarm panel:

When you do not know the color/pair of inside wiring that has been previously used to supply dial tone from the NID to the RJ31XWhen you need to isolate a trouble condition

326

Rule of Three for XFINITY Voice:

1. Confirm the customer’s new telephone number.2. Illustrate how to use voicemail, referencing the steps in the Welcome Kit.3. Talk about XFINITY Connect where customers can go online to check voicemail, see call history, or set options

327

There are three methods for activating XFINITY Voice services. They are (in order of preference):

1. Via the workforce management application on the company-issued mobile device or laptop2. Via the Online Tech Activation Tool, using the customer’s computer3. Via the Interactive Voice Response (IVR).

328

Often called Cable Modem MAC, is typically used when provisioning an installation for both XFINITY Voice and Internet

CMAC

329

Refers to the telephone only portion of the eMTA. It is typically used for provisioning XFINITY Voice when using the IVR

MTA-MAC

330

MAC address added to the customer's account in CSG/ACSR markets

CMAC

331

Typically used for provisioning XFINITY Voice when using the IVR.

MTA-MAC

332

Used for provisioning via the mobile device in AMDOCS/Comtrac/Cable Data markets

The serial number

333

An eMTA or modem that has not been activated receives a ____________boot file which allows it to communicate with our network but not surf the Internet

walledgarden

334

After activation the first test call:

verifies inbound calling, long distance, and calling features

335

After activation and placing the first test call, keep the first test call connected and prompt a second test call to validate:

call waiting and voicemail

336

If a password is required, to validate voice mail, use?

the last four digits of the telephone number

337

Use only________________to connect the fax machine

single pair silver satin (two wires)

338

Single pair silver satin utilizes pins ______ of the connector

2 and 3

339

Why do we only use single pair silver satin wire for fax machines?

Using two-pair (four wire) silver satin may allow voltage to be present on pins 1 and 4 of the modular connector. The eMTA provides supervisory voltage on pair two even if the customer subscribes to only one phone line. This pair two voltage wreaks havoc with several models of fax.

340

There are three categories that can help us determine where an XFINITY Voice problem may occur

RF or coaxCopper wiring or jacksThe eMTA

341

Keenness and depth of perception, discernment, or discrimination especially in practical matters

Acumen

342

The ability to make good judgments and quick decisions, typically in a particular domain

Business acumen

343

The Comcast Credo

"We will deliver a superior experience to our customers every day. Our products will be the best and we will offer the most customer-friendly and reliable service in the market."

344

Two versions of Business TV:

Private ViewPublic View

345

Typically private/professional businesses where food and/or alcohol is not sold for immediate consumption/not the main source of revenue.

Private View

346

Includes, but is not limited to, locations where the bulk of the revenue is derived from the sale of food and/or alcohol

Public View

347

Some services available to Residential customers are excluded in Business Services. The excluded services are:

DVRVODImpulse PPV (IPPV)Premium channels

348

Business TV is not available to venues that:

Charge an admission or entry fee. (However, a monthly or yearly membership is not considered as admission fee. Thus, Business TV is made available to health clubs or special interest clubs.)

349

Service levels for Business TV Private View:

Business TV BasicBusiness TV Information & EntertainmentBusiness TV StandardBusiness TV Preferred

350

Business customers are required to sign a ______________________ in order to establish service.

service order agreement/contract

351

Service levels for Business TV Public View:

BasicDigital Basic PlusDigital StandardDigital DeluxeSports & Entertainment StandardSports & Entertainment Deluxe

352

There are three major music licensing organizations which provide the rights for businesses to play licensed recordings:

ASCAPBMISESAC

353

Benefits of bundling

FlexibleOne service providerEfficientCost effectivePeace of mind

354

Most VoIP service providers use the _____________(Internet Phone) to carry phone traffic; Comcast does not.

public Internet

355

Business Voice is transported over _____________________________, giving customers the clarity they expect.

Comcast’s private, advanced broadband network

356

Business Voice Service Capabilities & Customer Support

Operator AssistanceDirectory AssistanceCall RestrictionsE911 Emergency CallsDo-Not-Call RegistryDirectory Listings

357

Features that are available only to Business customers:

Call Forward No AnswerHunt GroupsExtension Dialing

358

A serviceability check consist of two components:

1. Serviceability of the location2. E911 serviceability

359

The demarcation point for Small Business Voice services is?

The RJ telephone connector on the back of the eMTA

360

When installing Business Voice, always use a?

dedicated eMTAThe Ethernet port should not be used for Internet service

361

___________ circuits can be noisy and more susceptible to migration and corrosion

Ground start

362

_________circuits are almost always used in IP voice telephony

Loop start

363

1 Baud equals ____, thus 9600 Baud is _______.

1 bps9.6kbps

364

Metro Ethernet (Metro-e) customers can select one of the three Classes of Service (CoS) that best meets their applications’ performance requirements:

1. Basic2. Priority3. Premium

365

What is the speed range for Metro-e?

1Mbps–10Gbps

366

What website would you direct a customer to for anything business class related?

http://business.comcast.com/

367

Business Internet Customer Support a technician can be dispatched within ______, including on weekends and holidays

4 hours

368

Combines the functions of a cable modem and a router in a single device

IP gateway

369

It is the process of modifying IP address information in IPv4 headers

NAT

370

Some routers come with a ___________option which, when enabled, essentially disables the networking functionality and the gateway basically becomes a modem.

Bridge Mode

371

Managed Internet access, available to corporations that have a distributed, mobile workforce of at least 100 persons

Teleworker Internet

372

DOCSIS 1.0 issued

March 1997

373

DOCSIS 1.1 added full standardization and quality of service capabilities

April 1999

374

DOCSIS 2.0 released, to meet the demand for enhanced upstream transmission speeds

December 2001

375

DOCSIS 3.0 released; it supported enhanced upstream and downstream transmission speeds and Internet Protocol version 6 (IPv6).

August 2006

376

Aims to support capacities of at least 10Gbit/s downstream and 1Gbit/s upstream

DOCSIS 3.1

377

All DOCISIS specifications currently support:

6 MHz wide downstream channels, modulated at 64 QAM or 256 QAM, with receive levels between -15 and +15 dBmv at the cable modem

378

Upstream channels are __ MHz wide and depending on the DOCSIS version, support these upstream modulation schemes:

3 MHzQPSK, 16 QAM, 32 QAM, and 64 QAM

379

Transmit levels for QPSK are:

+8 to +58 dBmv

380

Transmit levels for 64 QAM are:

+8 to +55 dBmv

381

Comcast has allocated downstream DOCSIS carriers to be located in the higher end of the downstream bandwidth, somewhere between:

500 and 700 MHz

382

DOCSIS supports frequencies anywhere between:

88 MHz and 860 MHz

383

Upstream carriers are currently located somewhere between:

5 and 42 MHz

384

Technology that allows multiple cable boxes to utilize a single radio channel. Each box is assigned a code for its upstream bit stream

S-CDMA: Synchronous - Code Division Multiple Access

385

Load-sharing technique for logically combiningmultiple DOCSIS channels

Channel Bonding

386

Electromagnetic wave that generally falls in the frequency range of 3 kHz to 300 GHz

RF or Radio Frequency

387

A protocol for assigning dynamic IP addresses to devices on a network

Dynamic Host Configuration Protocol (DHCP)

388

The modem scans the downstream QAM channels, looking for an upstream channel descriptor. A __ occurs if the cable modem does not find one within a few seconds

T1

389

The modem waits for an opportunity to communicate with the CMTS. If it does not get an opportunity within about 12 seconds, a __ timeout occurs.

T2

390

The cable modem has sent a ranging request upstream to the CMTS for transmit and timing information. If the modem does not get a response within 200 milliseconds, a __ Timeout occurs. After 16 attempts, the modem will reboot to restart the registration process from the beginning.

T3

391

Once a cable modem is online, it continues to communicate with the CMTS. The modem watches for Keep Alive requests from the CMTS. If it does not receive one after 30 seconds, a __ timeout occurs.

T4

392

After __ T4s, the cable modem will reset

16

393

T3 and T4 timeouts can be a sign of an

upstream or downstream problem

394

A complex number with a resistive and reactive component. It is a function of the frequency of the applied signal, and is unrelated to length

Characteristic Impedance

395

The condition that results when two components of a system are operating at a different impedance

Impedance Mismatch

396

Performs a function similar to that of a cable amplifier’s equalizer. However, instead of equalizing the entire 50-860 MHz downstream or 5-42 MHz upstream, it deals with just a single channel.

Adaptive Equalization Technology

397

A feature in Scout that shows the presence or absence of linear distortions in the RF portion of the return path

Scout Flux

398

Cable modems communicate with the CMTS every _________ to characterize network conditions

20 seconds

399

How do you access Scout Flux data for a single modem

Go to the Device Watch tab and select Customer ReportIn the search box, you can enter an account number, phone number, MAC address, IP address, FQDN, or name for the customer.After entering the information, click the Submit buttonThe customer report will look slightly different for various customers, due to the equipment on the accountClick on the CM1 page (if it shows up on your screen), and go to the Modem Toolbox at the bottom of the pageTo open up Scout Flux, click on the Scout Flux icon - the sine wave

400

To troubleshoot single premise issues in Scout Flux, you will need to concentrate on the ____________________________ graphs shown in the second row

In-Channel Frequency Response (ICFR)

401

A measurement of how consistent the signal response is from the beginning to the end of the channel space

ICFR

402

ICFR values, and what they indicate:> 3.0 dB -< 3.0 dB -< 1.5 dB -

-the problem should be investigated and fixed-required level to pass Techlink certification-ideal circumstances at the modem

403

ICFR Ripple Count:Fewer ripples would generally indicate a?whereas numerous ripples would most llikely indicate a?

house problemplant problem

404

The adaptive equalizers are sent fresh commands for equalization every?

20 seconds