2nd assement ko

If the customer cannot surf the internet, you would probe for other internet applications (email client, chat, etc.) if they can connect, so that you can determine the extent of the issue.

.....a)
True
b)
False
2)
A customer cannot connect to the internet. The agent has correctly rebooted the modem, but the customer still cannot surf even though the modem is functioning correctly (has bloc sync). A possible next step is to check physical connections from the modem to the PC and determine if a there is a router.

.....a)
True
b)
False
3)
If after rebooting the modem, non-TWC router, and PC the customer still cannot surf in spite of an "online" modem, remove the router. Connect the PC straight to the modem and the customer should be able to surf the internet.
a)
True - rebooting of the modem is NOT required

....b)
False - modem needs to be rebooted after bypassing the router
4)
A "Request timed out" error in Outlook Express can be caused by the following, EXCEPT:
a)
problem/error with the email server itself
b)
corrupt message in the inbox on the email server
c)
email too large to download through an email client
d)
firewall

....e)
none of the above
5)
When inspecting the Local Area Connection, you can find the following information, EXCEPT
a)
TCP/IP settings
b)
the status of the Windows native firewall in XP
c)
the NIC/USB device used
d)
the status of the connection, including the IP address

....e)
none of the above
6)
When checking the tcp/ip settings of Mac OS X, the "DHCP client ID", "Domain Name Servers", "Search Domains" fields should be empty and "Configure" should be set to "Manually".
a)
True

....b)
False
7)
TCP/IP on the Mac OS X should be configure to use DHCP and PPPoE should NOT be enabled.

....a)
True
b)
False
8)
To check the IP address of a Windows 2000, XP, or Vista computer: Click Start > Run Type "cmd" > press Enter Type "ipconfig" > press Enter

....a)
True
b)
False
9)
To check the IP address of a Windows 98, 98SE, or ME computer: Click Start > Run Type "winipcfg" > press Enter On the dropdown menu, choose PPP Adapter
a)
True

.....b)
False
10)
On the network settings of a Windows 98SE computer, the following are installed: Dial-Up Adapter Realtek 8139T Network Adapter AOL Adapter IPX/SPX -> Dial-Up Adapter IPX/SPX -> Realtek 8139T Network Adapter IPX/SPX -> AOL Adapter TCP/IP -> Dial-Up Adapter TCP/IP -> AOL Adapter Should this computer be able to surf the internet?
a)
Yes - the NIC is bound to tcp/ip, so the computer should be able to get a valid IP address

......b)
No - tcp/ip needs to be installed for the NIC
11)
Once a sub-account is created in the BPS system, the customer should go back and make sure the "enable" box is checked in order to use that sub-account.

a)
....True
b)
False
12)
On the command prompt, what command is used to determine if the computer can communicate with a server/computer on the internet?
a)
ipconfig

.....b)
ping
c)
nslookup
d)
netsh
13)
If a customer deletes an account in BPS, that account is available to be reinstated for up to 60 days, during which the mailbox messages will remain intact.
a)
True

....b)
False
14)
U:\>telnet pop-server.rochester.rr.com Connecting To pop-server.rochester.rr.com... Could not open connection to the host, on port 23: Connect failed >> Why did the telnet command fail?
a)
port 25 not specified

.....b)
port 110 not specified
c)
port 80 not specified
d)
telnet command is misspelled
15)
What is the proper command to telnet a POP email server?

.....a)
telnet [POP server address] 110
b)
telnet [POP server address]
c)
telnet [POP server address] 25
d)
telnet [webmail address] 110
e)
none of the above
16)
What is the command to view complete IP information in Win XP?
a)
ipconfig /full

....b)
ipconfig /all
c)
ipconfig /release
d)
ipconfig /renew
17)
In the BPS system (Account Managment) the customer can do the following, EXCEPT:
a)
Create/Delete sub-accounts
b)
Restore sub-accounts
c)
Change passwords for sub-account without knowing what their current passwords are
d)
Change the master account password

......e)
Change the master account information (i.e., name on the account, telephone number, billing address)
18)
This command is used to determine the path taken from the PC/origin to a destination site, and also to find where the signal is dying?
a)
winipcfg
b)
ipconfig

.....c)
tracert
d)
ping
19)
The steps in uninstalling/re-installing (resetting) TCP/IP in Windows 98/98SE/ME are: #) Click Start > Settings > Control Panel #) Click the Network icon #) Remove all TCP/IP entries and click OK #) Reboot the PC #) Go back to Control Panel > Network #) Click on Add > Protocol > Add #) Choose Microsoft TCP/IP, then click OK #) Click OK again to close the Network window, then reboot the PC

....a)
True
b)
False
20)
The steps on how to create a Built-In Ethernet connection on a MAC OS X computer: Click Apple, choose System Preferences Click on Network Click on the dropdown for Location, then choose New Type a name for the location On the "Show" dropdown, choose "Internal Modem" On the TCP/IP tab, click on the "Configure" dropdown and choose "Using DHCP" Click Apply Now
a)
True

....b)
False
21)
An RR Home Networking customer has sync on the modem but cannot surf. You should reboot the modem and try to check and fix tcp/ip first before escalating to Tier 3.
a)
True

.....b)
False
22)
The following tools are where you can search for outages, EXCEPT:
a)
ONS
b)
Remedy
c)
UDI

....d)
rr.com
23)
Information on setting up an account in Outlook Express can be found on the following sites, EXCEPT:
a)
help.rr.com
b)
netfaqs.com

....c)
emailer.com
d)
neotechcc.org
24)
To get information about email server names for a division, you can look at help.rr.com under Server Addresses and URLs

.....a)
True
b)
False
25)
If a PC can ping a website but still cannot surf with Internet Explorer, the following are possible causes EXCEPT:
a)
incorrect IE settings (Internet Options)
b)
firewall
c)
corrupt IE

.....d)
NIC
e)
corrupt Winsock
f)
corrupt TCP/IP
26)
A Road Runner customer who lives in Kansas City can login into the Rochester webmail server.
a)
True

.....b)
False
27)
The customer typed "IPCONFIG ALL" on the command prompt of Windows XP. The result of this would be:

...a)
Error: unrecognized or incomplete command line
b)
Access denied
c)
It will show the IP addresses of all adapters
d)
None of the above
28)
When a customer is unable to see attachments in OE 6.0, we should take them to: Tools > Options > Security Tab Remove the check from "Do not allow attachments..."

....a)
True
b)
False
29)
The following are locations where customers can add email addresses (sub-accounts), EXCEPT:
a)
help.rr.com > Account Management
b)
Webmail 4.0

....c)
rr.com > Account Services
d)
none of the above
30)
You can find email server settings for RR Divisions on the following, EXCEPT:

....a)
rr.com
b)
help.rr.com
c)
Division Matrix
d)
None of the above