9580971
Description
Quiz by Jessica Powell, updated more than 1 year ago
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Created by Jessica Powell
almost 7 years ago
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Question 1
Question
What is the academic hotline used for?
Answer
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The academic hotline is used for students to call to directly enroll in a course.
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The academic hotline is used for teachers to call if they have suggested improvements for courses.
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The academic hotline is used for students, parents, and partners to call for technical assistance.
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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.
Question 2
Question
What types of hotline choices are currently available for users to call?
Answer
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General Academic Hotline
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English
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Math
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Spanish
Question 3
Question
What is the "Ready State"?
Answer
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The "Ready State" is used for hotline teachers in Cisco Finesse to be logged into the queue to receive incoming calls.
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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.
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The "Ready State" is used for students so that teachers know when they can be called back.
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The "Ready State" is used for technical support to see student issues.
Question 4
Question
What are some of the expectations for teachers who are logged into the academic hotline?
Answer
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Send an email to the teacher of record as needed.
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Document information into the student's page in Genius.
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Require the student to also enter the virtual office.
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Unlock quizzes and tests.
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Check the hotline voicemail at the beginning and the end of each shift.
Question 5
Question
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.
Answer
- True
- False
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