Jessica Powell
Quiz by , created more than 1 year ago

General Educational Development Certificate Virtual Training (Hotline and Virtual Office) Quiz on Academic Hotline, created by Jessica Powell on 17/07/2017.

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Jessica Powell
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Academic Hotline

Question 1 of 5

1

What is the academic hotline used for?

Select one of the following:

  • The academic hotline is used for students to call to directly enroll in a course.

  • The academic hotline is used for teachers to call if they have suggested improvements for courses.

  • The academic hotline is used for students, parents, and partners to call for technical assistance.

  • The academic hotline is used for students, parents, and partners to call for assistance with content help, the unlocking of quizzes and tests, password resets, and general help.

Explanation

Question 2 of 5

1

What types of hotline choices are currently available for users to call?

Select one or more of the following:

  • General Academic Hotline

  • English

  • Math

  • Spanish

Explanation

Question 3 of 5

1

What is the "Ready State"?

Select one of the following:

  • The "Ready State" is used for hotline teachers in Cisco Finesse to be logged into the queue to receive incoming calls.

  • The "Ready State" is used for new teachers in order to let their students know they are ready and waiting in their Blackboard virtual office.

  • The "Ready State" is used for students so that teachers know when they can be called back.

  • The "Ready State" is used for technical support to see student issues.

Explanation

Question 4 of 5

1

What are some of the expectations for teachers who are logged into the academic hotline?

Select one or more of the following:

  • Send an email to the teacher of record as needed.

  • Document information into the student's page in Genius.

  • Require the student to also enter the virtual office.

  • Unlock quizzes and tests.

  • Check the hotline voicemail at the beginning and the end of each shift.

Explanation

Question 5 of 5

1

It is important for teachers to log out of Cisco Finesse at the end of their shift to prevent callers from being put on hold when no one is available.

Select one of the following:

  • True
  • False

Explanation

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