New SMB
KS meter or voltmeter
What BC Phone tools is used to check for shorts, partial shorts and open circuits on phone lines?
Bridge clip
What BC Phone tools is used to create continuity on a 66 block so that dial tone pairs connect to the station pairs?
Hunting Sequential
What Spectrum BC Phone features allows sharing of a group of lines by many individuals for incoming calls, and when a pilot number is dialed and is busy, hunting is invoked (call is delivered to the first idle line in the hunt group)?
Trace route
What TCP/IP troubleshooting test that traces the path from computer to a destination, and shows each router between the starting point and the final destination?
Direct Inward Dial (DID)
What are the following PRI over DOCSIS features allows customers the ability to provide individual stations (e.g. phones, fax machines, etc.) with a public telephone number rather than a private extension?
Trunk Overflow
What are the following PRI over DOCSIS features automatically reroutes all inbound calls to another phone number when all channels in the trunk group are in use?
Alternate Routing
What are the following PRI over DOCSIS features automatically reroutes all incoming calls in the event of a PBX outage, PRI service outage, or power outage affecting inbound call processing?
Dedicated fiber feed to the customer premises with the channel lineup created at the Hub or Headend. Coax utilizing a Ucrypt ATX device at the customer site to output the desired channel lineup.
What are the two deployment methods of Pro:Idiom to deliver content to the customer's business? (Select Two)
Install Router at Customer Location. Confirm Service Operation and Troubleshoot.
What are your responsibilities as a field technician for installing and supporting MRS? (Select Two)
In a central, open location
What best describes the location the advanced wireless gateway should be installed in a business to provide sufficient wireless coverage?
TrackOS
What following applications must technicians use to upload critical information about Spectrum WiFi Hotspot access points? This gives customers access to their portal in order to manage their hotspot.
Cost effective versus repurposed consumer approaches such as CableCARD. Uses encryption to deliver premium content to the customer's business.
What following are market advantages of using Pro:Idiom for the hospitality and healthcare industries? (Select Two)
Jitter
What following is the VoIP characteristic that can cause distorted or choppy signal and lost words? It can be defined as the arrival time of one transmitted packet compared to the arrival of the next sequential packet.
802.11n
What following wireless standards can provide the fastest wireless internet speeds?
OSI
What is a conceptual model that shows how layers can work together to make communication possible on a network from one device to another?
Using wire to route Spectrum's dial tone to the original demarcation point
What is a cross connect?
Red-orange / Orange-red
What is the 25 pair telephone trunk line/cable color code for wire number 7?
Delay
What is the VoIP characteristic that can cause voices to echo, sound choppy or overlap? It can be defined as the time a packet takes to go from the source to the destination
Survey and confirm access point location, Install modem, Install access point, Activate hotspot service, Test hotspot service
What is the best practice process to install Spectrum Wi-Fi Hotspot is a customer's business? (Sequence/order of steps is important)
DNS
What is the following service that enables people to surf the Internet using words or names rather than having to remember IP addresses for the websites they want to visit?
23
What is the maximum number of concurrent calls possible on a SIP trunk over HFC (hybrid fiber/coax)?
Enables customers to activate or change BCP features in real time via a web-based portal
What is the purpose of Business Class Phone Voice Manager?
Must subscribe to Business Class High Speed Internet
What is the requirement for a customer to be able to have a Spectrum Wi-Fi Hotspot?
DHCP
What is the service in a router that configures and provides computers with the correct IP information?
TCP/IP
What is the standard Internet protocol for all computers, and like devices, wanting to connect to the Internet and communicate with each other?
*72
What star (*) number sequence do you press to activate call forward unconditional (CFU)?
*67
What star (*) number sequence do you press to activate caller ID blocking per call?
Stacking
What term describes the BC Phone situation where a customer needs more phone lines than can be installed with a single eMTA, and a technician needs to install multiple eMTAs?
The ESG The customer PBX interface
What two things are different between a Spectrum PRI and Spectrum SIP Trunks? (Select Two)
128 bit AES
What type of encryption does Pro:Idiom use to securely deliver premium content to the customer's business?
Create a WebEx meeting with NOC
What would you do to troubleshoot a customer's service if the NOC cannot connect to the router via WAN?
Greet
When delivering customer service with GRACE, which part of the GRACE process does a technician do successfully when they are on time, knowledgeable, prepared, confident and professional?
End
When delivering customer service with GRACE, which part of the GRACE process does a technician do successfully when they have given the customer the opportunity to clarify anything that is unclear or unresolved, and asks the customer how they think and feel the situation was handled?
Take Action
When delivering customer service with GRACE, which part of the GRACE process does a technician do successfully when they have listened and observed sufficiently to act quickly and effectively on the customer's behalf to resolve the situation?
Communicate
When delivering customer service with GRACE, which part of the GRACE process does a technician do successfully when they let the customer know the actions they have taken in language that the customer can understand?
Relate
When delivering customer service with GRACE, which part of the GRACE process does a technician do successfully when they understand and care about the customer and their situation?
An electrical outlet with permanent power
When installing BC Phone equipment, it is important to connect the equipment to which of the following power sources?
Use a bridge clip on terminal blocks connecting the alarm panel
When installing BC Phone with a customer's security system, the alarm panel must be connected to the Spectrum block (i.e. RJ-21X block). When the alarm is connected to the Spectrum block, what should you NOT do at the Spectrum block?
True
When installing BC Phone, it is against Spectrum policy and a violation of applicable laws and regulations to interfere with or access any network facilities owned by other service providers.
True
When installing BC Phone, you should assume that the telephone lines you are working on are active and carrying electrical current that is strong enough to shock.
Hub/switch
When installing Managed Security Solutions (MSS), if the customer has more wired devices than they have available ports on the MSS device, what device do these wired devices need to connect to prior to be connected to the MSS device?
EVPL
Which of the following Metro-Ethernet Forum Standards (MEF) provides customers with a dedicated point-to-multipoint connection for a main office to connect to multiple satellite office locations?
EPL
Which of the following Metro-Ethernet Forum Standards (MEF) provides customers with a dedicated point-to-point connection for their office locations?
It appears to the customer that all their offices are on the same network
With Spectrum BC Ethernet Solutions, even when there are many miles between the customer's offices, what does the customer experience?
Modem MAC Voice Gateway Serial Number
With the PRI over DOCSIS equipment being addressable, what needs to be on the customer's account in Salesforce and the billing system for the device to function properly? (Select Two)
NO
A business has two locations across town, with one computer at each location. After this business's network was setup, one computer has an IP address and subnet of 192.168.10.1 255.255.0.0, and the other has an IP address and subnet of 192.168.1.2 255.255.255.0. The business's goal is for these two computers to share private data on its internal network. Based on this example, are the two computers on the same network and able to share the business's private data?
UCrypt ATX with Pro:Idiom
A local apartment complex wants to be able to provide cable TV service to each of its units/dwellings without the need of STBs in each unit. This business wants to be able to provide digital and analog premium services to its customers through this product. Which Spectrum video product can provide these services to this business?
Arris EGT HEMi
A local bar/restaurant wants to be able to insert their own content (i.e. looping slide presentation) on their existing digital video product/services. Which video product can allow local content to be inserted onto an all-digital network?
Vecima
A small, budget friendly hotel needs a video solution on a tight budget. They are looking for a cost effective solution that does not need STBs in the rooms. At a minimum the hotel wants to provide a custom channel lineup so that they can put HBO on a lower channel for its customers. Which video product can provide this type of service to this customer?
Verify the IP address, Confirm Internet connectivity, Wrap-up/clean up, Educate customer
After a cable modem is installed for a Spectrum BC Internet customer, what four installation elements/actions should the technician do to complete the install? NOTE: Sequence/order is important.
Ensure wiring is not connected to dial tone Remove all bridge clips before and during punch-down
Before you make any cross connects during a BC Phone installation, what should you do to ensure your safety from electrical shock, as well as electrical damage to customer or Spectrum equipment? (Select Two)
DOCSIS
During SIP Trunks installation, which network connection type requires the WAN port on the ESG to be configured for dynamic (DHCP) IP address assignment?
Desktop/Dresser
During a Set Back Box (SBB) installation, which two TV mounting options do you have to mount the SBB?
If the power is out at the customer's site then the customer may lose phone services
During the BC Phone activation process it is important to educate the customer that BCP is a powered service. What does it mean that BCP is a powered service?
ESG
For Spectrum BC SIP Trunks service, which of the following provides firewall, SIP normalization, class of service marking, and demarcation between Spectrum and the customer?
Blue, Orange, Green, Brown and Slate
On a 25 pair telephone trunk line/cable, what are the ring colors?
White, Red, Black, Yellow and Violet
On a 25 pair telephone trunk line/cable, what are the tip colors?
False
Prior to BC Phone installation, it is only required to verify existing dial tones on existing phones if the installation has one or more ported telephone numbers.
5 days prior to the install day
Prior to SIP Trunks installation, when is the pre-installation call scheduled?
Technical and Interpersonal
Providing customer service excellence includes using the GRACE process, having technical and product knowledge, as well as having certain skills and mindset characteristics. Which of the following are the two SKILLS technicians need to provide customer service excellence? (Select Two)
"I will do my best to communicate clearly so that the customer gets all the information needed."
Reframing a situation is where you take your automatic, negative reaction to a situation and turn it into a more positive or empowering outcome. Read the following automatic, negative reaction and choose the best way to reframe this customer situation. "If only the customer would listen, he/she would see I am right."
Customers who have a small physical footprint where one Wi-Fi access point is sufficient for coverage
Spectrum BC Wi-Fi LAN is targeted to what type of customers?
The computer cannot connect to a router and cannot communicate on the router's network
If a computer at a business has an IP address of 169.254.X.X (otherwise known as an APIPA IP address), what does this tell you about the computer?
When the customer has a certified IP PBX at their location
If a customer is interested in a trunk service, when would it be recommended that the customer use a SIP trunk?
23
If an existing PRI over DOCSIS customer has fractional service, an additional customer may be added to the CMTS upstream as long as the combined channels don't exceed which of the following amounts?
Free to Guest (FTG)
If you are to configure an LG Pro:Idiom TV with Spectrum BC Pro:Idiom product, which of the following software would you use to configure the channel lineup and TV configuration?
Pixilated picture quality. No picture/blank screen.
If you were measuring signals on the customer's premise and analyzed too high or too low of signal strength, how could this affect digital TV service? (Select Two)
Hotel Room Number
Imagine a Spectrum BC hotel customer already has Set Back Boxes (SBBs) installed in each room of their facility. During a service call you have to move a SBB from one room to another. The new room is on the same floor as the old room. Which of the following must you update in the SBB after moving the SBB?
Firewall device
Imagine that a customer has ordered Spectrum BC Internet with Managed Security Solutions. The technician installs a cable modem for their Internet service. Which of the following device will the technician install for the Managed Security Solutions service?
