User talk:Rcanamales

Specialty Queue SBT Assessment

WFE asks you to update the firmware version, where will you find the accurate firmware version? -Device Details in the Network Map.

True or False? You can automatically connect a third-party device to the Internet using the Motorola 2210 modem. -False

When is it necessary to reboot the power supply box? -Only when prompted by WFE

Mr. Fielder is about to register his U-verse service. You probe to find out whether the customer wants to use a new ID or migrate an existing ID. Why do you have to do this? -All of the above

How do you modify the wireless broadcast channel of the NVG510 from Automatic to 2, 3, 9, or 10? -Walk the customer through changing the Channel option in the GUI’s Wireless tab.

A customer reports a weird chirping sound coming from the iPSU. What does this mean? -The battery backup life has been exhausted.

If you set up a CO dispatch, which of the following will you tell the customer? -There is no need for you to be at home or for AT&T to access the property to resolve this issue

What would be the best way to ask if the customer wants to use a new or existing ID? -Do you want to use a new or existing AT&T ID?

You ran the SELT Tool as instructed by WFE and the results say: “Open at less than 1000 feet.” What does this mean? -The test has failed and you may dispatch a technician to CO

You’ve found that the customer’s NVG510 is not broadcasting its SSID. How should you proceed? -Walk the customer through making sure that the Wireless Operation option is "On" in the GUI’s Wireless tab.

When should you process an IP-DSL order rewrite in OMS? Select all that apply. -The customer signed up for Line Share but the order is showing as Dry Loop. -The customer signed up for Dry Loop but the order is showing as Line Share. -The order is incorrectly written as BYOE and the order is complete.

How is the customer’s service impacted when the iPSU is turned off? -All of the above

How is an iNID connection different from a regular U-verse connection? -An outside unit functions as the Residential Gateway.

A new customer asks if they can use their reward card to pay the first bill. How will you respond? -No. The AT&T Visa Reward Card cannot be used to pay the first bill, as the Rewards Activation process takes longer than a month.” While updating the firmware version of the Motorola 2210, your customer was prompted for the modem access code.

Where will they get the needed information from? -Sticker at the bottom of the modem

A customer calls in and says that the POWER indicator on the i38HG does not light. What does this mean? -None of the above

How would you instruct the customer to install filters? -Remove the phone line from the wall jack and plug the filter in its place. Plug your phone line into the filter.

How would you describe a NVG510 to a new customer? It's the upright box with lights.

How should an agent leave the case status if the order was rewritten? -Pending-cus

True or false: If a customer threatens to cancel, you should expedite the Due Date. -False

Rcanamales
Specialty Queue SBT Assessment

WFE asks you to update the firmware version, where will you find the accurate firmware version? -Device Details in the Network Map.

True or False? You can automatically connect a third-party device to the Internet using the Motorola 2210 modem. -False

When is it necessary to reboot the power supply box? -Only when prompted by WFE

Mr. Fielder is about to register his U-verse service. You probe to find out whether the customer wants to use a new ID or migrate an existing ID. Why do you have to do this? -All of the above

How do you modify the wireless broadcast channel of the NVG510 from Automatic to 2, 3, 9, or 10? -Walk the customer through changing the Channel option in the GUI’s Wireless tab.

A customer reports a weird chirping sound coming from the iPSU. What does this mean? -The battery backup life has been exhausted.

If you set up a CO dispatch, which of the following will you tell the customer? -There is no need for you to be at home or for AT&T to access the property to resolve this issue

What would be the best way to ask if the customer wants to use a new or existing ID? -Do you want to use a new or existing AT&T ID?

You ran the SELT Tool as instructed by WFE and the results say: “Open at less than 1000 feet.” What does this mean? -The test has failed and you may dispatch a technician to CO

You’ve found that the customer’s NVG510 is not broadcasting its SSID. How should you proceed? -Walk the customer through making sure that the Wireless Operation option is "On" in the GUI’s Wireless tab.

When should you process an IP-DSL order rewrite in OMS? Select all that apply. -The customer signed up for Line Share but the order is showing as Dry Loop. -The customer signed up for Dry Loop but the order is showing as Line Share. -The order is incorrectly written as BYOE and the order is complete.

How is the customer’s service impacted when the iPSU is turned off? -All of the above

How is an iNID connection different from a regular U-verse connection? -An outside unit functions as the Residential Gateway.

A new customer asks if they can use their reward card to pay the first bill. How will you respond? -No. The AT&T Visa Reward Card cannot be used to pay the first bill, as the Rewards Activation process takes longer than a month.” While updating the firmware version of the Motorola 2210, your customer was prompted for the modem access code.

Where will they get the needed information from? -Sticker at the bottom of the modem

A customer calls in and says that the POWER indicator on the i38HG does not light. What does this mean? -None of the above

How would you instruct the customer to install filters? -Remove the phone line from the wall jack and plug the filter in its place. Plug your phone line into the filter.

How would you describe a NVG510 to a new customer? It's the upright box with lights.

How should an agent leave the case status if the order was rewritten? -Pending-cus

True or false: If a customer threatens to cancel, you should expedite the Due Date. -False