What is the list of agents logged into Infinity; both on and off?
100
If an agent was unable to pronouce the callers name what else could they use
What is Sir/Ma'am?
100
Name four COMMON call states
What is Ring, Talk, Hold, and Disconnect?
100
President of Alphapage
Who is Joe Bean?
100
Access code to enter the double doors outside of office hours
What is 41447*?
200
When is it appropriate to use the "MSG DLVD" key
What is when it's a no message such as a fax tone, hang up, or disconnected call?
200
How does an operator show they verified a phone number
What is put an asterisks after the number?
200
Name of the upper left window
What is the Traffic window?
200
Handler of Human resources concerns
Who is Maria Iglesias?
200
Alphapage phone number
What is 303-698-1111?
300
Purpose of the "OP OUT" key
What is to take the agent out of a conference call while attempting a patch or conference?
300
How does an operator place a caller on hold, make sure to include both the keys to press on the KB163 keyboard and what to say to the caller.
What is ask the caller if they can hold AND wait for a response. Then press the appropriate LINE key?
300
Name 3 items that can be found in the Answer window
What is Clients Answering phrase, how the call arrived at your station (secretarial, fetch, park, or cue), status of the account, system or personal waits, and time and date?
300
Title of the person who sits at station 4 AND name two people that might be found there?
What is the Shift leader and Amy, Samantha, Jose, Justin, or Maria Ramires (aka INEZ).
300
Alphapage addres
What is 4201 E Yale STE 140 Denver CO 80222?
400
Three available options that can be utilized with the "menu" key
What are copy a message, change a form, check on call, or edit a message?
Other acceptable answers: See last 15 calls and change the status.
400
Four required parts of every answering phrase
What is a time greeting such as Good morning/afternnon/evening, the clients customized greeting, the agents name, and how can I help you?
400
Explain the difference of check in mode versus take message mode
What is take message mode is the mode you are brought to when you first answer a call and allows you to collect the callers information. Check in mode allows you to review messages that have been taken on the account.
400
Person who handles Account Receivable?
Who is Betty?
400
Country the owner of the company is originally from? Hint two words.
What is South Africa?
500
Explain the use of hold and park
What is to put the current account into your personal waits to free your line for another call? Somewhat works like call waiting.
500
Word that could be considered unprofessional or slang
What is Dude, homie, babies mama, yo, c-ya, etc...?
500
Number of info pages Infinity can hold on a SINGLE account
What is 255?
500
Primary duty of Dorine
What is on-call?
500
Alphapage personel (2 correct answers) who has a daughter who was employeed by the Denver Broncos for 5 years.