Lesson 14 - EKS/PBS Troubleshooting Practices

Question 1

What are the five segments for defining the start of troubleshooting procedures?

Answer 1

system troubles, station troubles, trunk/outside line problems, programming troubles, user problems

Question 2

? troubles only affect a single ?.

Answer 2

station / phone

Question 3

? troubles affect the entire ?.

Answer 3

system / system

Question 4

When replacing a component, work with ? to ensure a starting point.

Answer 4

known working ports

Question 5

When a technician is unfamiliar with a particular system, replacing all components is the correct procedure. True or false?

Answer 5

False

Question 6

With a system down and everyone screaming at you to fix the problem, a technician must ?.

Answer 6

be patient

Question 7

A technician should use ? when troubles are beyond the obvious.

Answer 7

the system maintenance book

Question 8

To avoid doing the same procedure twice, a technician should ?

a. do nothing
b. do it twice to be sure
c. keep a log
d. tell the customer

Answer 8

c. keep a log

Question 9

Why should a technician investigate and ask questions before starting station troubleshooting?

Answer 9

to get a better understanding of the problem.

Question 10

How would a technician determine a bad system station port?
a. replace telephone at workstation outlet.
b. remove crossconnect and punch down a working jack and use good telephone.
c. test jack and change programming for telephone.
unplug system power and see if the station works.

Answer 10

b. remove crossconnect and punch down a working jack and use good telephone.

Question 11

The first place to troubleshoot a bad trunk is ?

a. station line key
b. RJ 45 pins 4/5
c. trunk card
d. RJ 21X

Answer 11

d. RJ 21X

Question 12

What three circuits do not provide a dial tone?

Answer 12

VoIP, DID

ISDN, Paging

Question 13

To determine a trunk fault, a dial tone must be seized from the ? side.

Answer 13

CO

Question 14

What is used to test if an analog dial tone is present?

a. butt set
b. telephone
c. toner and wand
d. computer terminal

Answer 14

a. butt set

Question 15

PSTN fault requires the technician to provide informaiton to the ? and also the ?.

Answer 15

phone company and customer

Question 16

List the three processes to resolving system problems.

Answer 16

identify the problem
isolate the problem
resolve the problem

Question 17

When the customer is screaming at you to fix their phone or telling you the phone system is lousy, what should you do?

a. say that you think the phone system is lousy too.
b. offer to remove the entire system.
c. remain patient throughout the problem
d. do nothing and hope the problem goes away.

Answer 17

c. remain patient throughout the problem

Question 18

When a trunk is the cause of the trouble, a technician should:

a. report to the phone company and document everything.
b. try to fix the CO trouble yourself to help the customer.
c. rely on the customer to call the phone company.
d. keep the trunk in the system so when it’s fixed, it’ll work.

Answer 18

a. report to the phone company and document everything.

Question 19

When a feature doesn’t work and is not programmed, what should be done?

a. program the feature for the customer.
b. tell the customer the feature doesn’t come with his system.
c. call your office to determine if this programming is billable.
d. swap phones and see if the feature works.

Answer 19

c. call your office to determine if this programming is billable.

Question 20

Technicians can pull cards out and put cards in the system with what type of action?

a. unplug and plug in the card.
b. access software to enable and disable card slot.
c. power off the system to insert and remove card.
d. reprogram the card.

Answer 20

c. power off the system to insert and remove card.