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New Agent Training and Certification
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• • • • • RCTechmoodle / ► NATAC / ► Quizzes / ► Updated Comprehensive Assessment / ► Review of attempt 1
Updated Comprehensive Assessment Review of attempt 1
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Started on Saturday, 17 September 2011, 03:50 AM Completed on Saturday, 17 September 2011, 05:07 AM Time taken 1 hour 16 mins Marks 37.8/64 Grade 35.44 out of a maximum of 60 (59%) Question 1 Marks: 1 What is an Account Access Confirmation and how do you disable this option? Answer: If customer try to access the online account using a different computer it will ask for the 4 digit verification code
to disable it you can use rc admin then under account info click on the drop down menu then disable it for an hour and advice customer to disable it manually from their account using online account Question 2 Marks: 1 Who takes care of our shipping? Choose one answer. a. Fed EX b. United States Post Service c. DHL d. UPS Correct Marks for this submission: 1/1. Question 3 Marks: 1 If a billing transaction failed due to Credit Floor, what does it mean and what would you tell the customer? Answer: it means credit limit is max out advice them to contact the bank • Customer has insufficient balance left in his account. • If unable to gain agreement, ask the customer to contact his bank. • Ask the customer if there’s another credit card that he can use to process the payment. Question 4 Marks: 1 Customers can use a Locked third party phone with RingCentral’s DigitalLine service. Answer: True False Correct Marks for this submission: 1/1. Question 5 Marks: 1 Our website uses ActiveX and we recommend that our customers access their RingCentral Online Account using Mozilla Firefox. Answer: True False Incorrect Marks for this submission: 0/1. Question 6 Marks: 1 How long does it take for a Vanity Number to be activated, once ordered? Choose one answer. a. 10-13 days b. 5-7 days
c. as long as it takes us d. 3-7 days e. 7-10 days Correct Marks for this submission: 1/1. Question 7 Marks: 1 What is a Fax Station Identifier and how can you change it? Answer: the purpose of this is to let the recipient know where the fax came from it is usually the fax number it can be found on the top left corner of your to use as a header you you can customize it with the call controller • It is used to form a header which will appear on the upper left hand corner of every fax that you send from your computer. Its purpose is to tell the recipient of the fax where it came from. This can be edited using the Fax Editor. Question 8 Marks: 1 What is FaxOut? Answer: fax out is a rc feature to send out fax using online account or call controler to a fax number • Send Out faxes from your RC online account. Question 9 Marks: 1 On a fraud call, how can you find an account if the customer doesn’t know the account name or phone number? Choose one answer. a. Email address of the caller b. First and Last Name of the caller c. First 6 and Last 4 digits of the Card that was charged. d. Phone Number of the caller Correct Marks for this submission: 1/1. Question 10 Marks: 1 Do we accept payphone calls? If so, how much is the rate? Choose one answer. a. Yes but it's currently unavailable, $0.99 cents/minute b. No c. Yes, $0.39 cents/minute d. Yes, $0.59 cents/minute e. Yes, $0.49 cents/minute Correct Marks for this submission: 1/1. Question 11
Marks: 1 What program do you use for Call Logging? Choose one answer. a. SalesForce b. Five 9 c. Online Account d. Notepad e. Admin Incorrect Marks for this submission: 0/1. Question 12 Marks: 1 What should you do if you get a caller who’s complaining of unauthorized charges on their card but is not aware of RingCentral. Answer: ask for the first 6 and last 4 digit of the card and explain to them what ring central is then escalate to fraud prevention if it is a fraud case • Explain what RingCentral is relevant to the Plan that’s associated with the card. Examples: RC Office – A virtual PBX phone system for businesses which provides Phone lines using VOIP service. Fax Plans – Internet Faxing; Get a virtual fax number and be able to send and receive faxes. Mobile Plans - a phone service that provides local and toll free numbers for Voice over IP, Internet faxing, voicemail and call forwarding through extensions, similar to a PBX but configurable online. • If the caller still does not recognize the service, get the first 6 and the last 4 digits of the card that was charged and pull it up in Admin Interface. • If you can find an account ask for the billing address of the credit card. If the address matches what we have on file tell the caller we have found an account (DO NOT give any account info) and we can process a refund if they have not already filed for a chargeback with the bank. • Document the Incident & the following info should be on the ticket: o Subject Line – Caller’s Name – Callback Number - Fraud o Callback Number & Callback Name o First 6 & Last 4 Digits of the Card/Last 4 Digits of the Card o Billing Address o Amount Charged on the account o The date that the billing transaction was made o E-mail Address of the customer (Optional) • Contact in RN should be set to [email protected] and the status should be set to Fraud Investigation.
• Provide the Reference Number to the customer and Inform that we will be forwarding the issue to our Fraud Prevention Team. • Transfer the call through Five 9 during Business Hours. • Send an e-mail during fraud’s after hours to [email protected] Question 13 Marks: 1 The RingCentral Call Controller installs files in two locations. Write the paths to both locations for Windows XP. Answer: c : program files\ringcentral\ringcentral call controller c :\Ddocuments and settings\all users\application data\ringcentral\localstorage Question 14 Marks: 1 What is CPNI and give an example? Answer: CPNI - is an entity that dont provide info without customer verification for example they will not provide you the address unless you will be able to verify some important information • information that relates to the quantity, technical configuration, type, destination, location, and amount of use of a telecommunications service subscribed to by any customer and that is made available to the Company by the customer solely by virtue of the customer-carrier relationship or information contained in the bills pertaining to telephone exchange service or telephone toll service received by a customer. • Example: Call duration and costs of the call; from which location and to what destination Question 15 Marks: 1 What is RingOut? Answer: ring out is a rc feature that you can use to connect 2 non rc device like cellphone to cellphone it will ring your cellphone number then connect you to the other party • With RingOut, RingCentral will call you at your Current location number and then, once you answer, dial the destination number for you Question 16 Marks: 1 What is DNIS and what does it do? Answer: DNIS is a process that you can use to identify the call if its a business or pesonal call by putting any number from the end or at the beginning • Dialed Number Identification Service – Caller ID shows the number that the caller dialed. Question 17 Marks: 1
Generally, when do you escalate to Client Verification? Answer: in any case that customer was unale to answer SQ three times and unable to log in to their account • If customer cannot answer the Security Question and has forgotten password. Question 18 Marks: 1 What are the options that you can see on the Call Controller while on a call? (Choose all that apply) Choose at least one answer. a. Record the call b. Mute c. Text to Speech/Reply d. Put customer on hold e. Transfer Correct Marks for this submission: 1/1. Question 19 Marks: 1 What ports does the Call Controller use for inbound and outbound traffic? (Choose all that apply) Choose at least one answer. a. 16384 - 16482 TCP b. 8000 - 8200 TCP c. 16384 - 16482 UDP d. 8000 - 8200 UDP e. 5060 - 5090 UDP Correct Marks for this submission: 1/1. Question 20 Marks: 1 How can you tell if RingCentral will be able to port in a local number? Answer: log in to online account click on my settings then transfer an existing number then type the number it should indicate if its possible or not • Through the Online Account – Transfer and Existing Phone Number to check for Eligibility Question 21 Marks: 1 Where do you define what information appears on your Fax Cover Page? (FaxOut and Call Controller) Answer: in fax out you the info will be your personal info and in call controller the one that will appear will be the settings under option the accoutn info that you input Question 22 Marks: 1 Incoming faxes can be stored in to what two types of file format? (Choose all that apply) Choose at least one answer. a. PDF
b. DOC c. 100 d. TIFF e. OSD Correct Marks for this submission: 1/1. Question 23 Marks: 1 How can you tell if RingCentral will be able to port in a local number? Answer: log in to online account click on my settings then transfer an existing number then type the number it should indicate if its possible or not • Through the Online Account – Transfer and Existing Phone Number to check for Eligibility Question 24 Marks: 1 What is RingMe? Answer: ring me is a feature that they can put in to their website that if a customer click that it will automatically call them • Gives you the ability to be contacted from your website or email signature with a simple click Question 25 Marks: 1 What tool do you use in the Admin Utility to look up available phone numbers that you can assign to a customers account? Choose one answer. a. Phone Numbers b. Devices and DigitalLines c. Phones DB d. Transaction e. Subscribers Correct Marks for this submission: 1/1. Question 26 Marks: 1 What is the first troubleshooting step you should take if you are unable to login to your Online Account, using Internet Explorer, if you are certain that the login information and password are correct? Choose one answer. a. Disable Account Access Confirmation for 1 Hour b. Clear cache and cookies c. Use another browser d. Reset the Password for the account Correct Marks for this submission: 1/1. Question 27
Marks: 1 Select the 3 most common issues that could be the result of Ports being blocked on the customers 3rd party router. (Choose all that apply) Choose at least one answer. a. Line Quality Issues/Choppy/Jittering b. Account being charged calling credits c. Cannot login to Online account d. No Dial Tone e. One Way Audio Correct Marks for this submission: 1/1. Question 28 Marks: 1 How can you find the IP Address of the following devices? Choose... Menu, Status, Network,Platform,TCP/IP Parameters; Menu, 2, 2, 1 Dial Linksys ATA ****110# Menu 9, 2 Dial ****100# Menu, Status, IP Address; Menu, 2, 2 Menu 9,2,2 Choose... Menu, Status, Network,Platform,TCP/IP Parameters; Menu, 2, 2, 1 Dial Polycom ****110# Menu 9, 2 Dial ****100# Menu, Status, IP Address; Menu, 2, 2 Menu 9,2,2 Choose... Menu, Status, Network,Platform,TCP/IP Parameters; Menu, 2, 2, 1 Dial Linksys IP ****110# Menu 9, 2 Dial ****100# Menu, Status, IP Address; Menu, 2, 2 Menu Phone 9,2,2 Partially correct Marks for this submission: 0.67/1. Question 29 Marks: 1 What are the four steps of the hardware return process? (Choose all that apply) Choose at least one answer. a. Make sure the device is really broken/non-functional. b. Troubleshoot the device until it works c. Send request for RMA. d. Inform customer that RC does not accept returns or repairs e. Have the customer send the device to an electronic shop for repair f. Find Out if the device is still under warranty. g. Escalate to Tier 2 h. Instruct Customer how to return the equipment. Correct Marks for this submission: 1/1. Question 30 Marks: 1 How does tell a friend work? Answer: tell a friend work by typing in a friend email address and name rc will email them about the rc services
if they click on the link then register to rc you will get 25 percent discount You can save 25% on a month of service for every friend you refer that becomes a RingCentral customer. To receive the referral award of 25% off one month, your customer referral account must convert from a trial account to a paid account and thereafter remain in good standing for at least 90 days. Question 31 Marks: 1 Select the two ways that a customer can send feedback to RingCentral. (Choose all that apply) Choose at least one answer. a. send mail to 999 Baker Way, 5th Floor San Mateo, CA 94404 b. Call 415-963-4174 c. Service Feedback d. Talk to RingCentral Management Partially correct Marks for this submission: 0.5/1. Question 32 Marks: 1 How do I record a greeting? (List all the possible ways) Answer: log in to your online account go to my settings go to greetings then company greeting clcik on new icon then make sure that you enable active X for you to import a file (existing greeting) or you can record it on the spot with a use of a microphone. you can also do it over the phone by clicking new dial your number Enter your extension then press * then # press 2 three times then listen for the answering rules then follow instructions • Two ways to record a greeting: o PhoneLogin/Over the Phone o Import/Record with Microphone using RC’s voicemail player Question 33 Marks: 1 What is the maximum number of messages that can be stored in the Inbox of your Online Account? Choose one answer. a. 250 b. 150 c. 200 d. 500 e. 300 Correct Marks for this submission: 1/1. Question 34 Marks: 1 What are the two types of view for the Call Logs? Choose at least one answer. a. Standard b. Complicated c. Detailed
d. Simple Partially correct Marks for this submission: 0.5/1. Question 35 Marks: 1 Where can you find the version number of the Call Controller that you are running? Choose one answer. a. Right click on the call controller then select version. b. By Clicking on the RingCentral Logo on the bottom part of your Call Controller. c. Click on the Downloads in the Online account and look for the version. d. By clicking on Menu then options then Version. Correct Marks for this submission: 1/1. Question 36 Marks: 1 Name the 3 ways that customers can send faxes. Answer: fax out , call controller and email to fax Question 37 Marks: 1 What is the maximum duration you can select for a voice mail message? Choose one answer. a. 2 minutes b. 3 minutes c. 4 minutes d. 6 minutes e. 5 minutes Correct Marks for this submission: 1/1. Question 38 Marks: 1 Who handles porting issues and vanity order status? Choose one answer. a. Fax b. Sales c. Mobile d. Tier 2 e. Number Transfer (formerly known as LNP) f. Tech-Office g. Client Verification h. Retention Correct Marks for this submission: 1/1.
Question 39 Marks: 1 What is the maximum length of a Recorded Greeting if the customers plan is: ProUnlimited Choose... 15 minutes 5 minutes 25 minutes 3 minutes 10 minutes 20 minutes Plus Choose... 15 minutes 5 minutes 25 minutes 3 minutes 10 minutes 20 minutes Office 2 Users Choose... 15 minutes 5 minutes 25 minutes 3 minutes 10 minutes 20 minutes Professional Choose... 15 minutes 5 minutes 25 minutes 3 minutes 10 minutes 20 minutes Office 1 User Choose... 15 minutes 5 minutes 25 minutes 3 minutes 10 minutes 20 minutes Partially correct Marks for this submission: 0.8/1. Question 40 Marks: 1 What is the e-mail address that you send the RMA request, should the customer need to have their equipment repaired? Choose one answer. a. [email protected] b. [email protected] c. [email protected] d. [email protected] e. [email protected] Correct Marks for this submission: 1/1. Question 41 Marks: 1 When do you ask a customer to accomplish a CCAF? Answer: for upgrade if customer is using the credit card on a two account ,if customer want to enable auto purchase increase autp purhcase to 100 dollars, enable international call Question 42 Marks: 1 If a customer calls in to cancel their service, after attempting to resolve their issue, what appeasements are you empowered to offer the customer to keep them from canceling their service? (Choose all that apply) Choose at least one answer. a. dollar amount return b. 2 months of Free Service c. up to 500 free minutes d. up to 300 free minutes e. 1 month of Free Subscription Correct Marks for this submission: 1/1. Question 43 Marks: 1 What is the cut off time for processing hardware replacement requests? Choose one answer.
a. 11:00 AM PST b. 4:00 PM PST c. 2:00 PM PST d. 3:00 PM PST e. 1:00 PM PST Correct Marks for this submission: 1/1. Question 44 Marks: 1 What option in the call logs will display the cost per call or cost per fax information? Choose one answer. a. Detailed View b. Cost View c. Simple View d. Complex View Correct Marks for this submission: 1/1. Question 45 Marks: 1 Where can you update the Credit Card information for a RingCentral account? Choose one answer. a. My Settings >> Calling Rates >> Credit Card Info b. My Settings >> Credit Card Info c. My Settings >> Account Summary >> Service Plan >> Billing History d. Company Settings >> Account Information >> Edit Payment Method e. My Settings >> Billing Information >> Edit Payment Method Correct Marks for this submission: 1/1. Question 46 Marks: 1 When you type “ipconfig” in a Command Prompt, what information will give you the IP address of the router on the network? Choose one answer. a. IPv6 Address b. DNS Server c. Default Gateway d. Subnet Mask e. IPv4 Address Correct Marks for this submission: 1/1. Question 47 Marks: 1 What is the best way to order a vanity number? Choose one answer.
a. Using the Vanity Search Tool on the Online Account b. Sending an email to RingCentral c. Calling Sales and then order a Vanity Number Correct Marks for this submission: 1/1. Question 48 Marks: 1 When using the Call Controller as a Softphone and especially when setting it up with a microphones or headset, what important step do we recommend the customers take? Choose one answer. a. Open Windows Media Player b. Login to the Online account c. Audio Tuning Wizard d. Enable Skype e. Change the local port Correct Marks for this submission: 1/1. Question 49 Marks: 1 Enumerate the DL Basic Troubleshooting Steps: Answer: * powercycle all device check if all cables are properly connected make sure no calbes are lose * disable firewall on the pc * change ports depending on the device used * open the ports for the devices on the router * check for dial tone • Check Physical Connections • Make sure that the Ports for RC have been allowed in the Router’s firewall • PowerCycle the Device • Make a Test Call Question 50 Marks: 1 Which category of minutes will roll over month to month? Choose one answer. a. Included Calling Credits b. Reserved Minutes Credits c. Purchased Calling Credits Correct Marks for this submission: 1/1. Question 51 Marks: 1 What Ports would you open on a router to allow inbound/outbound traffic on a DigitalLine Device? (Choose all that apply) Choose at least one answer.
a. 5060-5090 UDP b. 16384-16482 UDP c. 5060-5090 TCP d. 16484-16582 UDP Correct Marks for this submission: 1/1. Question 52 Marks: 1 What is the major benefit of selecting a local number when adding a Digitaline phone? Answer: inbound call will not consume your toll free minutes unlimited calling for local area • Local to Local Calling is Free/Unlimited Question 53 Marks: 1 How many extensions are included in each of the RingCentral Mobile Plans? Premium Choose... Unlimited 10 200 100 500 ProUnlimited Choose... Unlimited 10 200 100 500 Professional Choose... Unlimited 10 200 100 500 Plus Choose... Unlimited 10 200 100 500 Power Choose... Unlimited 10 200 100 500 Correct Marks for this submission: 1/1. Question 54 Marks: 1 Write down the Call Logging template. Answer: call back number and name, configuration, troubleshooting, resolution, special notes, session logs Question 55 Marks: 1 What is the name of the company that records Professional Greetings for RingCentral customers? Choose one answer. a. Rogers b. ClearWire c. AT&T d. SNAP e. RingCentral Correct Marks for this submission: 1/1. Question 56 Marks: 1 How would you describe RingCentral to a potential customer who’s inquiring about our service? Answer:
ring central is a voice over internet service much like a pbx system but cheaper and cloud network base, you will sound professional to your customers for a reasonable price Question 57 Marks: 1 What tool do you use to consult with a Tier 2? Choose one answer. a. Walkups b. Five 9 c. Yahoo Messenger d. Cisco Phone e. SalesForce Correct Marks for this submission: 1/1. Question 58 Marks: 1 Select the 3 most common issues that could be the result of Ports being blocked on the customers 3rd party router. (Choose all that apply) Choose at least one answer. a. Cannot login to Online account b. Line Quality Issues/Choppy/Jittering c. No Dial Tone d. Account being charged calling credits e. One Way Audio Correct Marks for this submission: 1/1. Question 59 Marks: 1 Plug in the provided Ethernet cable, from the router or modems’ LAN port to which port on the ATA 2102 Adapter? Choose one answer. a. Ethernet Port b. Line 2 c. Line 1 d. Internet Port Correct Marks for this submission: 1/1. Question 60 Marks: 1 What is the default login Username and Password to configure a Polycom phone? Choose one answer. a. Username: "polycom" - Password: "password" b. Username: "Blank" - Password: "Administrator" c. Username: "Polycom" - Password: "465" d. Username: "Polycom" - Password: "456"
e. Username: "Polycom" - Password: "Admin" Correct Marks for this submission: 1/1. Question 61 Marks: 1 Which plans can you initially select to be billed annually? (Choose all that apply) Choose at least one answer. a. Power b. Professional c. ProUnlimited d. Premium e. Plus Correct Marks for this submission: 1/1. Question 62 Marks: 1 For best quality, what are the two audio formats used for RingCentral recorded greetings? (Choose all that apply) Choose at least one answer. a. .mp3 b. .mpeg c. .wav d. .aiff e. .aac Correct Marks for this submission: 1/1. Question 63 Marks: 1 Scenario: A customer calls in complaining about getting the message “The Mailbox is Full” whenever he calls her 800 number. What are the three possible reasons causing the message. (Choose all that apply) Choose at least one answer. a. The account is not accepting calls from the owner of the account. b. The Account has run out of Calling Credit. c. The mailbox has reached the maximum message limit of 200 messages. d. "Block All Calls" in Caller ID Set Up is active e. Caller is dialing a wrong number Partially correct Marks for this submission: 0.33/1. Question 64 Marks: 1 Answering a call using the Call Controller requires Digitalline Service. Answer:
True False Correct Marks for this submission: 1/1.
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• • • • • RCTechmoodle / ► NATAC / ► Quizzes / ► Updated Comprehensive Assessment / ► Review of attempt 1
Updated Comprehensive Assessment Review of attempt 1
Finish review
Started on Saturday, 17 September 2011, 03:50 AM Completed on Saturday, 17 September 2011, 05:07 AM Time taken 1 hour 16 mins Marks 37.8/64 Grade 35.44 out of a maximum of 60 (59%) Question 1 Marks: 1 What is an Account Access Confirmation and how do you disable this option? Answer: If customer try to access the online account using a different computer it will ask for the 4 digit verification code
to disable it you can use rc admin then under account info click on the drop down menu then disable it for an hour and advice customer to disable it manually from their account using online account Question 2 Marks: 1 Who takes care of our shipping? Choose one answer. a. Fed EX b. United States Post Service c. DHL d. UPS Correct Marks for this submission: 1/1. Question 3 Marks: 1 If a billing transaction failed due to Credit Floor, what does it mean and what would you tell the customer? Answer: it means credit limit is max out advice them to contact the bank • Customer has insufficient balance left in his account. • If unable to gain agreement, ask the customer to contact his bank. • Ask the customer if there’s another credit card that he can use to process the payment. Question 4 Marks: 1 Customers can use a Locked third party phone with RingCentral’s DigitalLine service. Answer: True False Correct Marks for this submission: 1/1. Question 5 Marks: 1 Our website uses ActiveX and we recommend that our customers access their RingCentral Online Account using Mozilla Firefox. Answer: True False Incorrect Marks for this submission: 0/1. Question 6 Marks: 1 How long does it take for a Vanity Number to be activated, once ordered? Choose one answer. a. 10-13 days b. 5-7 days
c. as long as it takes us d. 3-7 days e. 7-10 days Correct Marks for this submission: 1/1. Question 7 Marks: 1 What is a Fax Station Identifier and how can you change it? Answer: the purpose of this is to let the recipient know where the fax came from it is usually the fax number it can be found on the top left corner of your to use as a header you you can customize it with the call controller • It is used to form a header which will appear on the upper left hand corner of every fax that you send from your computer. Its purpose is to tell the recipient of the fax where it came from. This can be edited using the Fax Editor. Question 8 Marks: 1 What is FaxOut? Answer: fax out is a rc feature to send out fax using online account or call controler to a fax number • Send Out faxes from your RC online account. Question 9 Marks: 1 On a fraud call, how can you find an account if the customer doesn’t know the account name or phone number? Choose one answer. a. Email address of the caller b. First and Last Name of the caller c. First 6 and Last 4 digits of the Card that was charged. d. Phone Number of the caller Correct Marks for this submission: 1/1. Question 10 Marks: 1 Do we accept payphone calls? If so, how much is the rate? Choose one answer. a. Yes but it's currently unavailable, $0.99 cents/minute b. No c. Yes, $0.39 cents/minute d. Yes, $0.59 cents/minute e. Yes, $0.49 cents/minute Correct Marks for this submission: 1/1. Question 11
Marks: 1 What program do you use for Call Logging? Choose one answer. a. SalesForce b. Five 9 c. Online Account d. Notepad e. Admin Incorrect Marks for this submission: 0/1. Question 12 Marks: 1 What should you do if you get a caller who’s complaining of unauthorized charges on their card but is not aware of RingCentral. Answer: ask for the first 6 and last 4 digit of the card and explain to them what ring central is then escalate to fraud prevention if it is a fraud case • Explain what RingCentral is relevant to the Plan that’s associated with the card. Examples: RC Office – A virtual PBX phone system for businesses which provides Phone lines using VOIP service. Fax Plans – Internet Faxing; Get a virtual fax number and be able to send and receive faxes. Mobile Plans - a phone service that provides local and toll free numbers for Voice over IP, Internet faxing, voicemail and call forwarding through extensions, similar to a PBX but configurable online. • If the caller still does not recognize the service, get the first 6 and the last 4 digits of the card that was charged and pull it up in Admin Interface. • If you can find an account ask for the billing address of the credit card. If the address matches what we have on file tell the caller we have found an account (DO NOT give any account info) and we can process a refund if they have not already filed for a chargeback with the bank. • Document the Incident & the following info should be on the ticket: o Subject Line – Caller’s Name – Callback Number - Fraud o Callback Number & Callback Name o First 6 & Last 4 Digits of the Card/Last 4 Digits of the Card o Billing Address o Amount Charged on the account o The date that the billing transaction was made o E-mail Address of the customer (Optional) • Contact in RN should be set to [email protected] and the status should be set to Fraud Investigation.
• Provide the Reference Number to the customer and Inform that we will be forwarding the issue to our Fraud Prevention Team. • Transfer the call through Five 9 during Business Hours. • Send an e-mail during fraud’s after hours to [email protected] Question 13 Marks: 1 The RingCentral Call Controller installs files in two locations. Write the paths to both locations for Windows XP. Answer: c : program files\ringcentral\ringcentral call controller c :\Ddocuments and settings\all users\application data\ringcentral\localstorage Question 14 Marks: 1 What is CPNI and give an example? Answer: CPNI - is an entity that dont provide info without customer verification for example they will not provide you the address unless you will be able to verify some important information • information that relates to the quantity, technical configuration, type, destination, location, and amount of use of a telecommunications service subscribed to by any customer and that is made available to the Company by the customer solely by virtue of the customer-carrier relationship or information contained in the bills pertaining to telephone exchange service or telephone toll service received by a customer. • Example: Call duration and costs of the call; from which location and to what destination Question 15 Marks: 1 What is RingOut? Answer: ring out is a rc feature that you can use to connect 2 non rc device like cellphone to cellphone it will ring your cellphone number then connect you to the other party • With RingOut, RingCentral will call you at your Current location number and then, once you answer, dial the destination number for you Question 16 Marks: 1 What is DNIS and what does it do? Answer: DNIS is a process that you can use to identify the call if its a business or pesonal call by putting any number from the end or at the beginning • Dialed Number Identification Service – Caller ID shows the number that the caller dialed. Question 17 Marks: 1
Generally, when do you escalate to Client Verification? Answer: in any case that customer was unale to answer SQ three times and unable to log in to their account • If customer cannot answer the Security Question and has forgotten password. Question 18 Marks: 1 What are the options that you can see on the Call Controller while on a call? (Choose all that apply) Choose at least one answer. a. Record the call b. Mute c. Text to Speech/Reply d. Put customer on hold e. Transfer Correct Marks for this submission: 1/1. Question 19 Marks: 1 What ports does the Call Controller use for inbound and outbound traffic? (Choose all that apply) Choose at least one answer. a. 16384 - 16482 TCP b. 8000 - 8200 TCP c. 16384 - 16482 UDP d. 8000 - 8200 UDP e. 5060 - 5090 UDP Correct Marks for this submission: 1/1. Question 20 Marks: 1 How can you tell if RingCentral will be able to port in a local number? Answer: log in to online account click on my settings then transfer an existing number then type the number it should indicate if its possible or not • Through the Online Account – Transfer and Existing Phone Number to check for Eligibility Question 21 Marks: 1 Where do you define what information appears on your Fax Cover Page? (FaxOut and Call Controller) Answer: in fax out you the info will be your personal info and in call controller the one that will appear will be the settings under option the accoutn info that you input Question 22 Marks: 1 Incoming faxes can be stored in to what two types of file format? (Choose all that apply) Choose at least one answer. a. PDF
b. DOC c. 100 d. TIFF e. OSD Correct Marks for this submission: 1/1. Question 23 Marks: 1 How can you tell if RingCentral will be able to port in a local number? Answer: log in to online account click on my settings then transfer an existing number then type the number it should indicate if its possible or not • Through the Online Account – Transfer and Existing Phone Number to check for Eligibility Question 24 Marks: 1 What is RingMe? Answer: ring me is a feature that they can put in to their website that if a customer click that it will automatically call them • Gives you the ability to be contacted from your website or email signature with a simple click Question 25 Marks: 1 What tool do you use in the Admin Utility to look up available phone numbers that you can assign to a customers account? Choose one answer. a. Phone Numbers b. Devices and DigitalLines c. Phones DB d. Transaction e. Subscribers Correct Marks for this submission: 1/1. Question 26 Marks: 1 What is the first troubleshooting step you should take if you are unable to login to your Online Account, using Internet Explorer, if you are certain that the login information and password are correct? Choose one answer. a. Disable Account Access Confirmation for 1 Hour b. Clear cache and cookies c. Use another browser d. Reset the Password for the account Correct Marks for this submission: 1/1. Question 27
Marks: 1 Select the 3 most common issues that could be the result of Ports being blocked on the customers 3rd party router. (Choose all that apply) Choose at least one answer. a. Line Quality Issues/Choppy/Jittering b. Account being charged calling credits c. Cannot login to Online account d. No Dial Tone e. One Way Audio Correct Marks for this submission: 1/1. Question 28 Marks: 1 How can you find the IP Address of the following devices? Choose... Menu, Status, Network,Platform,TCP/IP Parameters; Menu, 2, 2, 1 Dial Linksys ATA ****110# Menu 9, 2 Dial ****100# Menu, Status, IP Address; Menu, 2, 2 Menu 9,2,2 Choose... Menu, Status, Network,Platform,TCP/IP Parameters; Menu, 2, 2, 1 Dial Polycom ****110# Menu 9, 2 Dial ****100# Menu, Status, IP Address; Menu, 2, 2 Menu 9,2,2 Choose... Menu, Status, Network,Platform,TCP/IP Parameters; Menu, 2, 2, 1 Dial Linksys IP ****110# Menu 9, 2 Dial ****100# Menu, Status, IP Address; Menu, 2, 2 Menu Phone 9,2,2 Partially correct Marks for this submission: 0.67/1. Question 29 Marks: 1 What are the four steps of the hardware return process? (Choose all that apply) Choose at least one answer. a. Make sure the device is really broken/non-functional. b. Troubleshoot the device until it works c. Send request for RMA. d. Inform customer that RC does not accept returns or repairs e. Have the customer send the device to an electronic shop for repair f. Find Out if the device is still under warranty. g. Escalate to Tier 2 h. Instruct Customer how to return the equipment. Correct Marks for this submission: 1/1. Question 30 Marks: 1 How does tell a friend work? Answer: tell a friend work by typing in a friend email address and name rc will email them about the rc services
if they click on the link then register to rc you will get 25 percent discount You can save 25% on a month of service for every friend you refer that becomes a RingCentral customer. To receive the referral award of 25% off one month, your customer referral account must convert from a trial account to a paid account and thereafter remain in good standing for at least 90 days. Question 31 Marks: 1 Select the two ways that a customer can send feedback to RingCentral. (Choose all that apply) Choose at least one answer. a. send mail to 999 Baker Way, 5th Floor San Mateo, CA 94404 b. Call 415-963-4174 c. Service Feedback d. Talk to RingCentral Management Partially correct Marks for this submission: 0.5/1. Question 32 Marks: 1 How do I record a greeting? (List all the possible ways) Answer: log in to your online account go to my settings go to greetings then company greeting clcik on new icon then make sure that you enable active X for you to import a file (existing greeting) or you can record it on the spot with a use of a microphone. you can also do it over the phone by clicking new dial your number Enter your extension then press * then # press 2 three times then listen for the answering rules then follow instructions • Two ways to record a greeting: o PhoneLogin/Over the Phone o Import/Record with Microphone using RC’s voicemail player Question 33 Marks: 1 What is the maximum number of messages that can be stored in the Inbox of your Online Account? Choose one answer. a. 250 b. 150 c. 200 d. 500 e. 300 Correct Marks for this submission: 1/1. Question 34 Marks: 1 What are the two types of view for the Call Logs? Choose at least one answer. a. Standard b. Complicated c. Detailed
d. Simple Partially correct Marks for this submission: 0.5/1. Question 35 Marks: 1 Where can you find the version number of the Call Controller that you are running? Choose one answer. a. Right click on the call controller then select version. b. By Clicking on the RingCentral Logo on the bottom part of your Call Controller. c. Click on the Downloads in the Online account and look for the version. d. By clicking on Menu then options then Version. Correct Marks for this submission: 1/1. Question 36 Marks: 1 Name the 3 ways that customers can send faxes. Answer: fax out , call controller and email to fax Question 37 Marks: 1 What is the maximum duration you can select for a voice mail message? Choose one answer. a. 2 minutes b. 3 minutes c. 4 minutes d. 6 minutes e. 5 minutes Correct Marks for this submission: 1/1. Question 38 Marks: 1 Who handles porting issues and vanity order status? Choose one answer. a. Fax b. Sales c. Mobile d. Tier 2 e. Number Transfer (formerly known as LNP) f. Tech-Office g. Client Verification h. Retention Correct Marks for this submission: 1/1.
Question 39 Marks: 1 What is the maximum length of a Recorded Greeting if the customers plan is: ProUnlimited Choose... 15 minutes 5 minutes 25 minutes 3 minutes 10 minutes 20 minutes Plus Choose... 15 minutes 5 minutes 25 minutes 3 minutes 10 minutes 20 minutes Office 2 Users Choose... 15 minutes 5 minutes 25 minutes 3 minutes 10 minutes 20 minutes Professional Choose... 15 minutes 5 minutes 25 minutes 3 minutes 10 minutes 20 minutes Office 1 User Choose... 15 minutes 5 minutes 25 minutes 3 minutes 10 minutes 20 minutes Partially correct Marks for this submission: 0.8/1. Question 40 Marks: 1 What is the e-mail address that you send the RMA request, should the customer need to have their equipment repaired? Choose one answer. a. [email protected] b. [email protected] c. [email protected] d. [email protected] e. [email protected] Correct Marks for this submission: 1/1. Question 41 Marks: 1 When do you ask a customer to accomplish a CCAF? Answer: for upgrade if customer is using the credit card on a two account ,if customer want to enable auto purchase increase autp purhcase to 100 dollars, enable international call Question 42 Marks: 1 If a customer calls in to cancel their service, after attempting to resolve their issue, what appeasements are you empowered to offer the customer to keep them from canceling their service? (Choose all that apply) Choose at least one answer. a. dollar amount return b. 2 months of Free Service c. up to 500 free minutes d. up to 300 free minutes e. 1 month of Free Subscription Correct Marks for this submission: 1/1. Question 43 Marks: 1 What is the cut off time for processing hardware replacement requests? Choose one answer.
a. 11:00 AM PST b. 4:00 PM PST c. 2:00 PM PST d. 3:00 PM PST e. 1:00 PM PST Correct Marks for this submission: 1/1. Question 44 Marks: 1 What option in the call logs will display the cost per call or cost per fax information? Choose one answer. a. Detailed View b. Cost View c. Simple View d. Complex View Correct Marks for this submission: 1/1. Question 45 Marks: 1 Where can you update the Credit Card information for a RingCentral account? Choose one answer. a. My Settings >> Calling Rates >> Credit Card Info b. My Settings >> Credit Card Info c. My Settings >> Account Summary >> Service Plan >> Billing History d. Company Settings >> Account Information >> Edit Payment Method e. My Settings >> Billing Information >> Edit Payment Method Correct Marks for this submission: 1/1. Question 46 Marks: 1 When you type “ipconfig” in a Command Prompt, what information will give you the IP address of the router on the network? Choose one answer. a. IPv6 Address b. DNS Server c. Default Gateway d. Subnet Mask e. IPv4 Address Correct Marks for this submission: 1/1. Question 47 Marks: 1 What is the best way to order a vanity number? Choose one answer.
a. Using the Vanity Search Tool on the Online Account b. Sending an email to RingCentral c. Calling Sales and then order a Vanity Number Correct Marks for this submission: 1/1. Question 48 Marks: 1 When using the Call Controller as a Softphone and especially when setting it up with a microphones or headset, what important step do we recommend the customers take? Choose one answer. a. Open Windows Media Player b. Login to the Online account c. Audio Tuning Wizard d. Enable Skype e. Change the local port Correct Marks for this submission: 1/1. Question 49 Marks: 1 Enumerate the DL Basic Troubleshooting Steps: Answer: * powercycle all device check if all cables are properly connected make sure no calbes are lose * disable firewall on the pc * change ports depending on the device used * open the ports for the devices on the router * check for dial tone • Check Physical Connections • Make sure that the Ports for RC have been allowed in the Router’s firewall • PowerCycle the Device • Make a Test Call Question 50 Marks: 1 Which category of minutes will roll over month to month? Choose one answer. a. Included Calling Credits b. Reserved Minutes Credits c. Purchased Calling Credits Correct Marks for this submission: 1/1. Question 51 Marks: 1 What Ports would you open on a router to allow inbound/outbound traffic on a DigitalLine Device? (Choose all that apply) Choose at least one answer.
a. 5060-5090 UDP b. 16384-16482 UDP c. 5060-5090 TCP d. 16484-16582 UDP Correct Marks for this submission: 1/1. Question 52 Marks: 1 What is the major benefit of selecting a local number when adding a Digitaline phone? Answer: inbound call will not consume your toll free minutes unlimited calling for local area • Local to Local Calling is Free/Unlimited Question 53 Marks: 1 How many extensions are included in each of the RingCentral Mobile Plans? Premium Choose... Unlimited 10 200 100 500 ProUnlimited Choose... Unlimited 10 200 100 500 Professional Choose... Unlimited 10 200 100 500 Plus Choose... Unlimited 10 200 100 500 Power Choose... Unlimited 10 200 100 500 Correct Marks for this submission: 1/1. Question 54 Marks: 1 Write down the Call Logging template. Answer: call back number and name, configuration, troubleshooting, resolution, special notes, session logs Question 55 Marks: 1 What is the name of the company that records Professional Greetings for RingCentral customers? Choose one answer. a. Rogers b. ClearWire c. AT&T d. SNAP e. RingCentral Correct Marks for this submission: 1/1. Question 56 Marks: 1 How would you describe RingCentral to a potential customer who’s inquiring about our service? Answer:
ring central is a voice over internet service much like a pbx system but cheaper and cloud network base, you will sound professional to your customers for a reasonable price Question 57 Marks: 1 What tool do you use to consult with a Tier 2? Choose one answer. a. Walkups b. Five 9 c. Yahoo Messenger d. Cisco Phone e. SalesForce Correct Marks for this submission: 1/1. Question 58 Marks: 1 Select the 3 most common issues that could be the result of Ports being blocked on the customers 3rd party router. (Choose all that apply) Choose at least one answer. a. Cannot login to Online account b. Line Quality Issues/Choppy/Jittering c. No Dial Tone d. Account being charged calling credits e. One Way Audio Correct Marks for this submission: 1/1. Question 59 Marks: 1 Plug in the provided Ethernet cable, from the router or modems’ LAN port to which port on the ATA 2102 Adapter? Choose one answer. a. Ethernet Port b. Line 2 c. Line 1 d. Internet Port Correct Marks for this submission: 1/1. Question 60 Marks: 1 What is the default login Username and Password to configure a Polycom phone? Choose one answer. a. Username: "polycom" - Password: "password" b. Username: "Blank" - Password: "Administrator" c. Username: "Polycom" - Password: "465" d. Username: "Polycom" - Password: "456"
e. Username: "Polycom" - Password: "Admin" Correct Marks for this submission: 1/1. Question 61 Marks: 1 Which plans can you initially select to be billed annually? (Choose all that apply) Choose at least one answer. a. Power b. Professional c. ProUnlimited d. Premium e. Plus Correct Marks for this submission: 1/1. Question 62 Marks: 1 For best quality, what are the two audio formats used for RingCentral recorded greetings? (Choose all that apply) Choose at least one answer. a. .mp3 b. .mpeg c. .wav d. .aiff e. .aac Correct Marks for this submission: 1/1. Question 63 Marks: 1 Scenario: A customer calls in complaining about getting the message “The Mailbox is Full” whenever he calls her 800 number. What are the three possible reasons causing the message. (Choose all that apply) Choose at least one answer. a. The account is not accepting calls from the owner of the account. b. The Account has run out of Calling Credit. c. The mailbox has reached the maximum message limit of 200 messages. d. "Block All Calls" in Caller ID Set Up is active e. Caller is dialing a wrong number Partially correct Marks for this submission: 0.33/1. Question 64 Marks: 1 Answering a call using the Call Controller requires Digitalline Service. Answer:
True False Correct Marks for this submission: 1/1.
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