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Progression: Regional Support Center I
- II Conventional Revised Questions
and Answers / Sure A +
To deliver broadband gaming services, the gaming software company. - ✔✔Connects their servers directly to the cable operator's managed IP network. To deliver programming to the customer, a DVR - ✔✔Downloads programming to a hard drive within the device, and the customer uses a remote control to make selections. To deliver VOD Video-on-demand services, - ✔✔Hardware and software at the headend transmit the signals and keep track of events and transactions. One of the benefits of using cable operator offered VoIP service is - ✔✔VoIP data packets can be separated from other types of IP traffic on the network, ensuring quality of service (QoS). Government officials can seek help directly from ISPs to help bridge the "digital divide" and widen community access to services as a result of - ✔✔The NBP National Broadband Plan of 2010 Without a wired or optical connection, fixed wireless and fixed optical companies deliver HSD High- speed data to the customer - ✔✔Using a radio transmitter at the CO, where there is a connection to the Internet through which a customer links to an ISP DSL Digital subscriber line service, the leading competitor to cable modem service in the home, is offered - ✔✔By the local phone company on an existing copper twisted-pair network. Cable operators and technicians hold onto their edge over DSL and telco services with - ✔✔Professional installations and customer follow-up as DSL installations are performed by the customer One of the major effects of passing the Telecommunications Act of 1996 is that - ✔✔Established providers could merge their businesses and network capabilities
Wireless video service (or "wireless cable") came into existence when - ✔✔Businesses used microwave frequencies to offer channels to customers who could not receive more traditional cable service. The tap value is the signal loss (in dB) between the downstream tap input port and the tap (drop) ports. - ✔✔In a distribution tap, a portion of the downstream signal is sampled and routed by an internal directional coupler to an internal splitter with its output going to the tap (drop) ports on the tap faceplate RF distribution taps provide an interface between the HFC distribution network and the customer drop system. - ✔✔The DC power supply within an amplifier housing provides 24-volts DC by converting from 60-or 90-volts AC (VAC). Distribution amplifiers have multiple downstream outputs, and Line extenders have one downstream output. - ✔✔In an HFC network, 60-or 90-volt AC (VAC) from power supplies located throughout the network is typically used to power amplifiers and fiber nodes. In the tree-and-branch architecture, how is the downstream signal from the trunk fed to the distribution branches? - ✔✔Within each trunk amplifier, a portion of the downstream is fed to a bridger amplifier to boost the signal before being split and routed to the distribution branches. What is a common solution when congestion from modem activity and traffic becomes unacceptable in a HFC (Hybrid fiber/coax) network? - ✔✔Node splitting, the subdividing of serving areas into two or more smaller serving areas What technologies are defined in DOCSIS 4.0 to help sustain the HFC(Hybrid fiber/coax) network infrastructure for several more years? - ✔✔FDX and ESD How can a less-experienced technician identify what non-standard symbols on the network design maps represent? - ✔✔The legend at the bottom of the network design map that defines the map symbols, cable types, and amplifier data. What is the RF distribution tap value indicated on the tap face plate by a sticker or number stamped into the housing? - ✔✔The signal loss between the tap downstream input port and the tap ports. How can a distribution amplifier be identified in the network or on a network design map? - ✔✔The distribution amplifier has multiple downstream outputs.
What inexpensive device is used by broadband cable operators to provide DTV services to all of their customers? - ✔✔Digital terminal adapter DTA What signal security device was developed for STBs that broadband cable operators use to authorize the viewing of subscribed cable services? - ✔✔CableCARD What is one drawback of the PPV system? - ✔✔Its inability to process orders quickly enough when the customer waits until the last minute to order an event. Which type of VOD refers to a service where users can buy a particular piece of VOD content on a PPV basis? - ✔✔TVOD Transactional video-on-demand What major sources of television programming are available to broadband cable operators? - ✔✔Over-the-air; terrestrial microwave; direct cable feed; satellites; and local origination programming.. What are the three main elements of a broadband cable network? - ✔✔The headend; the distribution network composed of coaxial cable and/or fiber-optic cable; the drop at the customer premises. In a broadband cable network, what group is responsible for ensuring that the network remains in smooth running order by dispatching crews to carry out routine system testing, preventative maintenance, and equipment servicing and replacement? - ✔✔NOC Network operations center In a broadband cable network, which administrative group maintains communication with installers, construction and maintenance technicians, and the customer service departments? - ✔✔Dispatch In the United States, downstream broadband RF Radio frequency signals traveling inside coaxial cable begin at what frequency? - ✔✔54 MHz. What is typically used to represent computer characters or words? - ✔✔Bits What analog TV impairments are no longer problems in digital video? - ✔✔Ghosting and snow.
What happens as RF signals travel over cable? - ✔✔RF signal frequencies decrease over distance. What type of traffic is transported over a broadband cable network's return path? - ✔✔Voice and data traffic along with communications via STBs and other monitoring devices throughout the network. What are the factors that determine a conductor's resistance? - ✔✔Conductor material, diameter, length, and temperature. OTA broadcast signals are acquired at the headend using - ✔✔Yagi and log periodic antennas. During the 1980s, what led to the expansion in cable system channel capacity? - ✔✔Fiber-optic technology. Digital and analog signals are different in that - ✔✔Digital networks can combine, or multiplex, several different signals into one transmission. In the CARS - ✔✔The over-the-air signal is converted to a frequency in the 12.7-13.2 GHz band. One difference between FM Frequency modulation and AML Amplitude modulated link techniques in microwave signal transmission is that - ✔✔FM transmits a single channel, and AML sends blocks of broadband channels between headends and hubs. A satellite transponder - ✔✔Receives, amplifies, transmits (at a different frequency), and re-amplifies analog or compressed digital signals. A single-beam TV receive-only (TVRO) antenna - ✔✔Has a parabolic shape that reflects the downlinked signal from all locations on the dish surface onto a central focal point, which collects the reflections and provides maximum signal reception. What device in the headend separates an incoming signal into baseband video and audio elements? - ✔✔Demodulators.
Before installing a cable modem in a customer premises, you should: - ✔✔Discuss the location of the modem and routing of cables with the customer to determine where the customer wants the modem and cables located, if the home has a the home area network (HAN), and whether the computer(s) that will use the modem are likely to be moved to other locations within the home. The Data Over Cable Service Interface Specification (DOCISIS) system's security component, Baseline Privacy Interface Plus (BPI+), protects customer data in the following ways: - ✔✔BPI+ encrypts packet data across the cable network and provides secure distribution of synchronized keying data from the cable modem termination system (CMTS) to the cable modems to enforce conditional access to network services. Key maintenance practices used to ensure network reliability include - ✔✔Balancing amplifier levels, sweeping of frequency responses, monitoring power supplies, and conducting proof-of-performance testing. Lightning can be dangerous to humans and destructive to equipment. Grounding and bonding procedures used to protect equipment from lightning damage include - ✔✔Grounding and bonding procedures and practices as specified by the NEC National Electrical Code What is a relatively recent cause of interference due to sharing frequencies with broadband RF signals between 700 and 900 MHz? - ✔✔Cellular communications. What is the FCC's CLI? - ✔✔A quarterly report of signal leaks greater than 20 uV/m The FCC requires quarterly signal leakage monitoring and reporting when - ✔✔The cable operator utilizes cable frequencies that fall within the specified bands identified in the Code of Federal Regulations, Title 47, Telecommunication, Part 76, Cable Television Service. What is the minimum FCC requirement for an SLM with a half-wave dipole antenna to measure signal leakage at 3 meters? - ✔✔Must be capable of measuring signals as low as 20 uV/m or - 40dBmV The spectrum analyzer is a very versatile test instrument used to analyze many types of communications signals. Some of its main functions are to? - ✔✔Monitor transmission and signal distortions over a wide spectrum and troubleshoot data carrier levels.
DMM are used by cable personnel to help them perform various technical duties. One important use is? - ✔✔Detection of a "hot chassis" condition at the subscriber's home. How are automated status system monitoring programs used for preventive maintenance? - ✔✔The figure of merit that is a measure of compliance with the application of FCC signal leakage rules. What types of injuries are desk-bound office employees at risk of suffering while on the job? - ✔✔Chronic back pain, eye strain, and musculoskeletal disorders (such as carpal tunnel syndrome caused by repetitive motion). What are three common categories of safety procedures that broadband cable operators practice to safeguard the public? - ✔✔(1) Protecting against lightning and power surges; (2) following safe driving practices; and (3) protecting customers and the general public against injury. Which Articles of the NEC apply to broadband cable networks? - ✔✔NEC Articles 820 and 830. What are the consequences for an employer that fails to comply with standards set by the OSHA? - ✔✔Substantial fines to the employer. Which OSHA safety standards below pertain to a cable operator's field personnel? - ✔✔Safety training; PPE; inspecting climbing equipment; testing utility poles before climbing; and working with hazardous substances. One test performed to ensure that a pole is stable and without decay involves rapping the pole with a hammer starting near the ground line and continuing upward around the pole. What results indicate that the pole has decay pockets? - ✔✔A dull thud sound. What aspects of an extension ladder's construction should an inspection include? - ✔✔The condition of the rungs, side rails, rope and pulley, ladder feet, strand hooks, and the rung-latch mechanism. What possible consequences could result from an OSHA investigation that proves that an accident was due to lack of, or improper training - ✔✔OSHA can fine the employer up to $10,000 for each employee who was improperly trained.
What two factors do customer service representatives need to overcome when communicating? - ✔✔Noise and physical distance. Which factor can be an obstacle to communication and is defined as "anticipating situations and people all the time"? - ✔✔Prejudices Which part of the "STRIVE" technique is defined as "the ability to see a situation from another person's point of view and to understand that person's response to the situation"? - ✔✔Empathizing with others in response to difficult situations. Which of the following reflects the "Paraphrasing" technique? - ✔✔Customer: "My internet quit working and I work from home". Representative: "We need to get this problem fixed right away so that you can get back to work!" Which of the following summarizes an effective listener? - ✔✔Someone who hears a customer's hesitation and responds by helping the customer explore what the company can do to satisfy them. Which of the following can you do so that you can focus your attention on the ideas the customer is expressing and aid your memory later on? - ✔✔Take essential notes. What happens when you are an effective listener? - ✔✔You inspire the customer to listen better as well. How many feet beyond the person or telephone should you project your voice in order to maintain a clear and audible tone? - ✔✔1 ft Talking from a script, talking all day, or speaking from memory of a presentation can sometimes cause a customer service representative to speak in this tone? - ✔✔Monotone Which type of voice quality is important to maintain in order to see each call as an opportunity to demonstrate personal excellence? - ✔✔Enthusiastic Which of the following statements defines "quality customer service?" - ✔✔Doing your job right the first time, every time.
A customer builds an image of your company within how many seconds of your first interaction? - ✔✔15 sec Confidence, caring, consideration, and ________ are the four C's that significantly contribute to superior customer service - ✔✔Creativity Professionalism is measured not only by your competence and performance skills, but also by which of the following? - ✔✔Attitude Folded arms, shaking your finger to emphasize a point, and avoiding direct eye contact are all examples of which of the following? - ✔✔Non-verbal expressions. The statement, "As a professional, you must develop an ability to see each customer as someone who deserves special attention. If you see each customer as a unique individual, you can genuinely consider that customer's special needs" defines which of the following? - ✔✔Consideration The statement, "Thanks for calling, Mr. Scherz. I'd be happy to assist you with your questions!" is an example of which of the following? - ✔✔Greeting the customer using his/her name so he/she feels special. Which occupation makes the top 10 list of nearly every published piece of research on stress? - ✔✔Customer service. The heart beating faster, the pupils dilating, and oxygen rushing to the muscle groups are all physical attributes that happen when the body prepares itself for which of the following? - ✔✔"Fight or flight." Psychologists have found that self-talk is what percentage positive vs. negative? - ✔✔30% positive, 70% negative. Establishing a routine can greatly help with relieving stress. Which of the following practices can also help? - ✔✔Letting others help you with routine activities. Which process can help you keep your cool in the heat of the moment? - ✔✔Stop, look, and listen."
