PS1. Unit 7.2 Hanging on the telephone

• What is the purpose of the recorded message (R1) at the beginning of the call?

• • To inform about a discount

• • To warn about service interruptions

• • To notify about call recording and monitoring

• • To provide troubleshooting steps

Who is the first agent Angela speaks to?

• • Kabir

• • David

• • Jenny

• • Recorder message

What issue is Angela experiencing?

• • Phone line problem

• • Billing issue

• • TV service disruption

• • Internet connection problem

What identification does David ask Angela for?

• • Email address

• • Phone number for the account

• • Account number

• • Home address

Does Angela accept the special offer for adding a mobile phone number?

• • No

• • Yes

• • She is undecided

• • She asks for more information

Who is the second agent Angela speaks to?

• • Kabir

• • David

• • Jenny

• • Recorder message

What troubleshooting step does Kabir suggest first?

• • Checking the cables

• • Restarting the computer

• • Updating the firmware

• • Switching off and on the router

What problem does Angela report with her router?

• • The lights don't come on as usual

• • It is making a noise

• • It is overheating

• • The Wi-Fi name has changed

How does Kabir attempt to resolve the issue?

• • Sends a technician

• • Reboots the router remotely

• • Changes the router settings

• • Sends a new router

What is the final result after Kabir reboots the router?

• • The problem persists

• • The router stops working completely

• • The internet connection is restored

• • A technician visit is scheduled