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NHT 13.11

This document contains an assessment for technical support agents with 35 multiple choice and descriptive questions worth a total of 100 marks. It covers topics like troubleshooting broadband issues, explaining networking components, outlining support procedures, and listing steps to resolve common errors. The assessment is timed for 2 hours and tests an agent's technical knowledge and customer support skills.

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77 views8 pages

NHT 13.11

This document contains an assessment for technical support agents with 35 multiple choice and descriptive questions worth a total of 100 marks. It covers topics like troubleshooting broadband issues, explaining networking components, outlining support procedures, and listing steps to resolve common errors. The assessment is timed for 2 hours and tests an agent's technical knowledge and customer support skills.

Uploaded by

api-3816576
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOC, PDF, TXT or read online on Scribd
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NHT

Assessment
Please note that this assessment is for a period of 2 hours.
Maximum Score: 100

 Carefully read the questions before answering them.


 Be precise. A lengthy answer does not necessarily ensure full
marks.
 All the best!!!

The scoring is as below.

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34)6 Marks
35)6 Marks

1) Insufficient bandwidth error is associated with _____________________ modem.


Ans: Sagem

2) If the VCI information in eCo and Fusion does not match, what error would a
customer get?
Ans: Network Connection Error 721.

3) ____________ Allows customers to make cheap telephone calls from home phone.
Ans: Tiscali Talk

4) It takes approximately_______ working days to setup a broadband account.


Ans:

5) The email address for the dedicated Complaint Management team


is_________________.
Ans:complaint@uk.Tiscali.com

6) A Customer will not be able to switch to Tiscali using a MAC code if the existing
broadband is delivered via cable. (True/False)
Ans: True.

7) The minimum term for Tiscali Broadband is _____ and tiscali talk is ________.
Ans: 12 months and No time period for Tiscali talk.

8) A congested VP can cause ________________ issues.


Ans: Intermittent

9) When do we advise customers to write to fup@uk.tiscali.com?


Ans: When customer is getting slow speed in peek hours. If he comes under FUP
policy.

10) What is Tiscali Cinema?


Ans: Pay and watch movies online.

11) The upload speed of Tiscali Max Unlimited is typically ____ Kbps.
Ans: 448kbps.

12) We check idle time settings for _______________________ issues.


Ans: Intermittent.
13) What do we do in case a customer calls in saying that he has Windows XP installed
on his computer and wants assistance in doing a system restore?
Ans: We don’t assist system restore. Tell him to contact system vendor.

14) What does the status “No Current BT contract / Service “mean in
BOSE? What action would you take in such a case?
Ans: not a BT customer, Address and Post Code in invalid

15) What is a MAC code? Does Tiscali support migrations to and from other service
providers using MAC Codes?

Ans: MAC stands for Migration Authorisation Code.

It is issued by your broadband provider and is used to seamlessly switch from


one provider to another without having to wait weeks to cease your line and re-
register with another provider.

Yes Tiscali does support migrations to and from other service providers using
MAC codes.

16) Mr. X calls in saying that his broadband stopped working after a
thunderstorm. How would you help this customer?
Ans: Check for the connection.
Check the modem/router.

17) How many days would it take for broadband to be activated at


the new premises if
a) Customer wants to transfer his BB from one CLI to
another at the same address---------- 7 to 10 working
days.

b) Customer is moving to a different address with the


same CLI.---- 15 to 20.

18) Under what circumstances can a customer cancel his broadband


account with tiscali before his contract expires?
Ans: If the customer is within 14 days after registration he can cancel
the bb account.
19)
a) What is FUP?
Ans: Tiscali's Fair Usage Policy is designed to make sure your broadband service is
quick and reliable whenever you use it.
b) If an LLU customer reports a PSTN fault, what would you do?

Ans: Escalate the case to 2nd line.

20) What would you advise a customer if he wishes to report a case


of Abuse?
Ans: To write a mail with the following email address:
abusew@uk.tiscali.com

21) What are the benefits of Tiscali Max Unlimited Broadband?


Ans: You will notice a greater quality and reliability when running multiple tasks
and faster speeds when downloading files, streaming music or video, sending and
receiving large emails and when there are multiple users on the one connection.
Tiscali MAX Unlimited also acts as a springboard for the emerging high bandwidth
applications such as web conference and video on demand.

22) Name the tools that would be used for the following

1) Raising SR------------------ Remedy

2) Logging a BT fault---------- Woosh

3) DSL availability check------------ Provisioning Bose.

4) Unlocking a New Account--------- Third party tool

23) What do you advise a customer to do if he calls in saying he gets an error


“Cannot create entry” whenever he tries to connect. On which operating system do
you usually get this error?
Ans:We get the this error msg in windows 98. Download patch from www. Microsoft
.com/support
24) Expand DSLAM. Explain the end-to-end connectivity (master socket to Tiscali
radius) of a DataStream circuit.

25) If a customer is using a Outlook Express as his mail client and keeps getting the
username / password box without being able to send / receive emails, then give all the
possible troubleshooting steps that you can perform for him.

Ans : Check the POP3 and Smtp address with the port no.
Advice the customer to use domain name with the username i.e Tiscali.co.uk
Advice the customer to use OE or Web mail at a time
26) If a customer says that he gets “Page not displayed” error message, the:
(a) How will you determine that the issue is actually a No Web pages issue?
(b) If it is a No Web Pages issue, how will you troubleshoot it?

Ans: Check the physical connections and try to ping any website.
Check the DNS settings
Delete the temporary file and deletes the cookies
Check the loop back test
Check for spyware/anti virus/ firewall
Reset the tcp/ip stack

27) .. Write Short notes for the following:

(a) A new customer whose broadband account is to go live tomorrow calls in saying
that he wants to upgrade his broadband package. How would you help this
customer?

Ans : he can only upgrade once the order with Tiscali is complete. We will advice the
customer that once he get the active bb connection he can log on the Tiscali’s website and
opt for upgradation or he can call us.

(b) What do you suggest a customer who inquire’s about the maximum downloads
that could do in a day without falling under FUP?

Ans : We will suggest the customer not to use peer to peer software (P2P).

(c) What happens to my Tiscali dial-up account when I register for Tiscali
Broadband?

Ans : It will be cancelled automatically.

(d) Customer calls in saying that he would like to cancel his broadband account with
Tiscali and there is a pstn cease on the line. What would you advise this
customer?
Ans : As the line is cease there is no need of MAC. We have to manually cancel the
account for with transfer the customer to the cancellation team.

28) (Explain in one sentence each) If a fault is already logged with BT


a) What does it mean if the Fault status says “Clear unconfirmed”?
b) When can you pass a fault back to BT?
c) What status will you choose if you need to pass the fault back to BT?
d) What would you do if the fault status reads “Awaiting appointment”?
e) What does the status “In hand with BT” mean?

29) Write 5 troubleshooting steps for error 680, flashing adsl.


Ans : Test the line
Power drain the modem
Swap the cable
Try Master BT Socket
Uninstall/reinstall the drivers
Recreate the dialer

30) List the following settings for a D-Link router on Tiscali broadband.
f) VCI:-----------------------------0
g) VPI: -----------------------------38
h) Encapsulation Mode:----------VC
i) Protocol: ------------------------PPPoA
j) Modulation: --------------------g.mt/auto

31) Mention at least 5 factors that could cause a customer to complain that he is
unable to view secure web sites.
Ans : a..check whether the site is secure
b. Run Secure connection check on cx pc
c. delete temp IE files.
d. add the problem site to the IE trusted sites list.
e. check the system time and date.
f. scan for viruses.
g. check IE cipher strength.

32) Write 5 troubleshooting steps for Intermittent Connection issue.


ANS

• Incorrect physical set up.


• A line fault (including high noise levels).
• Equipment failure (modem/filter).
• Outside Interference
33) For a LLU customer what does the status Circuit in Sync but No PPP Session
mean? What errors can a customer probably get?

34) Draw IP stream and LLU Network diagram

35) Explain the following


i. How do you change the password of a secondary email address?
ii. Write 5 troubleshooting steps for d ?

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