Scenario:
Your company hosts a Voice Over IP (VoIP) service for its customers. Your Voice Operations

center is responsible for all VoIP applications, including servers, gateways, and provisioning. The
NOC is responsible for the network infrastructure, including LAN, WAN, Firewalls, and QoS.
Your Voice Operations Center started receiving calls in the early morning from customers who did
NOT have dial tone and could NOT place or receive calls. The Operations Center was UNABLE to
find any problems with their applications. At this point, they switched from the primary call
manager to the secondary call manager to attempt to resolve the problem. This resolved the
problem and customers had dial tone and were able to place and receive calls.
It is now after 8:00 AM and both the Voice Operations Center and NOC are fully staffed for peak
activity hours. The tickets opened earlier are escalated and you are assigned to work with the
Voice Operations Center to find and fix the problem. You review the trouble tickets and then join
the scheduled teleconference to resolve the problem.
As a NOC member, which four initial questions should you ask to help isolate the problem?
(Choose four).

A.
How did the customers call the sen/ice desk without dial tone?

B.
Are some or all VoIP customers affected?

C.
Do affected customers have anything in common (e.g., country/area code, geographical area)?

D.
What changes were made last night?

E.
Does the call manager use a Solaris or Linux operating system?

F.
Is the latest anti-virus software installed on the call manager?

G.
What time did customers first report the problem?