CSR Training - Quiz Guide

Are there any fees associated with late or missed payments? If so, describe them.

Late Fees - Late fees apply to a customer when they fail to pay on time. The payment is due on the 1st of every month and the late fee applies when they fail to pay in by the due date of 11th. After the 13th they become delinquent and are not only responsible for the late fee and paying the original amount but they also have to pay a reactivation fee ($25) if there account was deactivated for non payment.
PowerCode shows a radio offline for 3 days. PoE checks out fine. Power cycle does not restore connectivity. What is the most likely issue and next step?

Radio - More than likely a failed radio however TRY to bypass the router and see if they get link.
Customer reports that their internet connection drops whenever it rains. What is the most likely cause?

Rain Fade - This can cause issues on the network (Certain areas affected more than others). Know when to use this term and when to not. We should not be telling clients the problem is due to Rain Fade.
An ethernet link shows 10base-T Half Duplex. What is the best next step?

Ethernet Link - Test the cable by plugging it into another device and see if the negotiation remains the same. If it does it's a bad cable if not it could be a bad port on the device.
List three situations when you SHOULD escalate to Level 2.

Insert Answer Here (Eric and Tim weigh in)
What specific data must you collect BEFORE creating an escalation ticket? (Name at least 6 items)

Insert Answer Here (Eric and Tim weigh in)
What signal level is considered good on a PMP450?

Signal level - While signal level may vary a good signal is general considered to be -60dBm or higher.
What SNR is considered good on a PMP450?

SNR - Should be 20+dB or higher, if it's lower we should investigate the cause.
How do we send invoices/bills to customers?

Billing - Is done entirely in PowerCode, In this specific case the system sends them an invoice via email.
Customer radio is online but slow. List the triage steps in order (at least 6). (Split into two questions)

Insert Answer Here (Eric and Tim weigh in)
PoE light fades slowly when unplugged from power. What does this mean?

Power fade - Generally this would mean either a cable issue or a PoE issue as the radio is not receiving power from the PoE.
Do we offer 24/7 call center support? If so, what is the process for after-hours escalation?

Call Support - We do offer 24/7 support, the structure is built as follows.
Mon-Fri 8AM-6PM NOC Support / Sat 9AM-1PM NOC Support
If it does not fit in the above schedule a call center takes the call and forwards it to us via PowerCode tickets.
What is CCQ on Ubiquiti and what should it be?
Client Connection Quality
- 100% CCQ → your link is delivering perfect efficiency (no wasted airtime)
- 50% CCQ → half your airtime is wasted (retries, drops, inefficiencies)
So CCQ is not just signal strength—it’s link efficiency.

The CCQ should effectively be at or above 90% any lower than that and there are issues we should investigate.
What day of the month do we bill customers?

Billing Cycle - We bill on the 1st of the month, the client is late if they do not pay by the 11th of the month and they are delinquent if they haven't paid by the 13th of the month.
Where can a customer find our Terms of Service? (Multiple Choice)

They can find it on our website Bertram Communications, They also should have a copy from their bill that is emailed to them every month. Also our (ToS) is inherent meaning, if they pay the bill they by default accept the terms.
Bypass test shows good speeds but customer says WiFi is still slow. Whose problem is it?

The issue is the Router (Client Side issue) but we do not want to simply drop the problem in their lap for them to solve. We should attempt to try and fix the issue or schedule a more experienced person to help the client through the process if you are unable.
Explain what a vacation hold is and how it can be used. What are the limitations?

Insert Answer Here (Eric and Tim weigh in)
A customer calls wanting to cancel their service. What are some strategies or options you can offer to try and retain them? (List at least 4 approaches or incentives).

Service discounts (Each CSR has default ability to add scheduled service discounts to a customer All for $10 ranging in different times "3,6,12" Months).
Price Match We can absolutely try to match the price/speeds but that isn't always an option if they are just wanting a lower price we can price match the service they are trying to switch too.

(Eric and Tim weigh in)
At what signal level should you consider escalation or truck roll?

(Eric and Tim weigh in)
Describe the bypass test procedure step by step.

Bypass Test - Disconnect the WAN ethernet from the router (Usually Yellow) and try plugging into a different device to see if the bypass works.
NOTE: If the customer has a Laptop have them unplug their router to avoid still being connected to the same WiFi network that now has no internet because you unplugged the ethernet from the router.
Customer has a PMP450 that keeps dropping every 5-10 minutes, but signal is -60 dBm (good) and SNR is normal. What's your triage approach?

(Eric and Tim weigh in)
ePMP uses CINR instead of SNR. What value is considered good?

CINR (Carrier to Interference-plus-Noise Ratio) - Roughly the same value as SNR CINR is explained below.

CINR vs SNR (Why Cambium Uses CINR)

SNR (Signal-to-Noise Ratio)

Only considers noise floor

Assumes no external interference

Works fine in clean lab conditions

CINR (Real-World Metric)

Includes co-channel interference

Reflects crowded RF environments (WISPs, urban areas)

Much more predictive of actual throughput

In modern unlicensed bands (2.4 GHz, 5 GHz), interference is usually much larger than noise, so SNR becomes misleading.
Describe our cancellation policy. Do customers get a refund if they cancel mid-month?

Cancellation Policy - While we do case by case basis as we do try to help the customer the standard is as follows.
We need at least 30 days notice to cancel the account the proper way. If they are under contract they must pay an early termination fee (ETF) of $350.00. They can opt to return the equipment themselves or pay a $50.00 service fee to pickup the equipment.

Refunds - The default is NO REFUNDS on services rendered. If they cancel mid month they can have the service active till the end of the month but we typically do not refund them in a pro-rated sense unless we deem it so.
What modulation level is considered good on PMP450?

(Eric and Tim weigh in)
PoE has no light at all. What is your first step?

POWER - We have had clients call in about their service while having NO POWER... Please check and make sure they have power they do sometimes forget.
What frequency bands do we use for SM/CPE? Are they different across our brands (BW, DCB, XL, OpticLoop)?

List of SM's and what frequency they operate under.

Cambium
PmP 450 - 2.4Ghz/3Ghz/5Ghz
PmP 450i - 900Mhz/3Ghz/5Ghz (i stands for Industrial) Note: Please read this guide for knowledge on the i series.
PmP 450m - 3Ghz/5Ghz (m stands for Medusa) Note: Please read this guide for knowledge on the m series.
ePmP 1000 - 2.4Ghz/5Ghz
ePmP 2000 - 5Ghz
ePmP 3000 - 5Ghz

Ubiquity
AirOS
(NanoStation M5, Rocket M5, LiteBeam M5, etc.) 5Ghz
When is a customer considered delinquent or late on their payment?

Billing Cycle - We bill on the 1st of the month, the client is late if they do not pay by the 11th of the month and they are delinquent if they haven't paid by the 13th of the month.
Customer says internet is slow every evening around 6-7PM. What is the likely cause?

(Eric and Tim weigh in)