Support Quiz
SpectrumVoIP Support Quiz
Test your knowledge with our SpectrumVoIP support quiz! This quiz is designed to help you understand fundamental troubleshooting steps and customer interaction techniques.
Whether you're new to SpectrumVoIP or looking to refresh your skills, this quiz will cover key topics such as:
- Call troubleshooting procedures
- Customer support strategies
- Identifying common networking issues
When you see "No Dial Rule" in the call history for a failed call, what is the next troubleshooting step?
Check dial translations in the Admin UI
Verify call routing from the number to the end destination
Look at the call in Voip Monitor
Run a PCAP from the phone
The customer says they have no internet but they do have phone service. What is the first step in troubleshooting their issue?
Check if they have a Mikrotik
Call their ISP to find out if their internet is up
Ask the customer to go to anydesk.com to setup a remote session
Ask the customer if they have a cellular failover installed by SectrumVoIP
If the customer is unsure if they have a mikrotik, what is the next step in verifying if they have a mikrotik?
Check their Salesforce data
Have them go back to their network closet and locate their modem to then trace back to their router
Ping their IP address from the console and run the GETMAC command to pull the MAC address of what is connected to their modem
Send a dispatch out to get eyes on their equipment
A customer calls in and says "My phones are not working", What is the first thing you do?
Ask them if their internet is also not working
Have the customer locate their network closet and reboot the modem
Check if they have a mikrotik
Place a test call to their main number
What do you do if the customer has no network equipment installed by SpectrumVoIP but they need help with a networking issue related to the phone service?
Send a dispatch to check cabling to the phones and make sure their router is configured correctly
Call their ISP to have them check the network from their end
Tell the customer there is nothing SpectrumVoIP can do without any network equipment we can manage, and that they will need to get their (or a 3rd party) IT dept./technician to fix the issue then provide them with PCAPs for their IT too take a look at from voipmonitor and a couple of their phones
Help the customer walk through their building tracing cables to identify the issue
What is the proper greeting when answering the phone?
SpectrumVoIP Tech Support, how can I help you?
SpectrumVoIP Technical Services, what is your issue today?
Thank you for calling SpectrumVoIP Technical Support, can I get your main business telephone number and your first and last name please?
Thank you for calling SpectrumVoIP Technical Support, how can I help you?
A customer calls in and says they are unable to dial a specific number from our system, but they can from their cell phone. What is the first step in troubleshooting this issue?
Find examples in voipmonitor to determine where it is failing
Open a ticket with Bandwidth so they can troubleshoot why the call is not routing properly
Ask Jeremy to create a "breakout" rule in transnexus to bypass the LCR table
Tell the customer that because it is an offnet number there is really nothing we can do
A customer calls in claiming their faxes don't work, what is the first thing you check?
Determine the method of faxing they are using
Verify call routing from the number carrier to where it reaches the fax adapter or FTE account
Ensure that faxing T.38 is enabled for their account
Have them check cabling to their fax machine and reboot everything
A customer says they cannot receive faxes but they can send. What is the first thing you check?
Verify all layer 1 connectivity by having the customer send you a test fax
Send a test fax from your FTE account to read the error code that gets sent back
Get into the adapter and facotry default the Voice settings and reprovision it
Set them up with an FTE account
A customer calls in for the 5th time in a month to complain about choppy audio. Multiple technicians have already explained and proven to them that their ISP is the sole cause of the issue and they need to talk to them. They claim they have and the ISP points the finger at us. How do you handle this situation?
Escalate the issue to a tier 2
Pull PCAPS of choppy calls from the router, the phone, and voipmonitor, then create an escalation ticket with the PCAPS attached
Conference call with the ISP to explain that the issue is definitely with them and we have PCAPs to back that up
Setup a dispatch to come out and troubleshoot on site to make the customer happy
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