RITS CERT STUDY GUIDE - NEW (copy)

Where is the “View Overview Screen” permission granted from within the RITS Application permission in Security Access?

Actions

Special Order Parts Automated Voice Notifications (AVNs) for RITS are set up and activated in which ERA screen?

2327

The ability to import a list of contacts from Outlook into the RDA Phonebook is available to ERA customers. True or False?

False

What must happen for a call to be considered a successful callback in the Abandoned Call Analysis Report?

The callback must occur within 7 Days

The RITS system will only match a customer record with an incoming call if the phone number contains how many digits?

All the above (7,8,10)

A user's ability to pick calls placed to other extensions within a Pick Group is determined by which field in Edit Users?

Access Level

In the Voicemail screen, what key can the user click in order to select multiple voicemails for deletion?

A & B (Shift and CTRL)

The Equity Marketing feature must be licensed in the Contact Management application in order for an Equity Icon to display in the RITS customer information screen. True or False?

False

Which of the following pieces of Special Order Information does not display in the Customer Details Section of the Full Customer Information Screen?

Part Number

A call to the user’s RDA Twinning Number will never require them to press # to start dialing the customer. True or False?

False

Virtual Sidecar entries can only be created for extensions. True or False?

False, can be done for queues and auto attendants.

Parked calls can be retrieved from any RITS phone by entering the extension displayed in the Parked Calls section. True or False?

True

What does the button represented by the Green Checkmark in the Calls Control Bar do?

A & C (Answer Calls and Start Calls)

A list of users with access to the RDA can be found in which application?

Security Maintenance

What is the maximum number of callers that can join a meeting using RITS Voice conferencing?

30

Which of the following statements is **true **in regard to locked Call Recordings?

Locked Recordings can be filtered in the Call Recording screen criteria.

Which of the following are valid search criteria for the Full Customer Information Search Screen?

All of the Above (Customer name, Stock Number, Phone numbers)

The Manager Console can be used to do which of the following?

All of the Above (Monitor Calls, Activate call waiting alerts, monitor queue activity)

An Op Console user can be prompted to change their password on their next login if their RITS Admin selects what?

The “Password Change Needed” checkbox.

In the Manager Console, which column displays a user’s current availability such as Available Rotation, Direct Only or Unavailable?

Status

Listening to a RITS call recording in the RDA Call Recording screen or from within FOCUS will track that in both APPS. True or False?

True

Which of the following search criteria options will only report the calls that came in directly in the selected queues?

Queue Calls

Which of the following is a valid call type selection in the Calls made section of an AVN report?

All of the above (All, yes, No)

Any user with RITS Admin Console access has the ability to create extensions. True or False?

False (Has to be given access)

What does the “Green Circle” status icon represent in regards to an RDA user’s current availability?

Available to record.

Required fields in the RDA reports display in what color?

Yellow

What are the three tabs that display in the Call History screen of the MyRITS App?

All of the above (All, Flagged, Missed)

Depending on the system configuration, users may be required to press which button before their phone calls a customer?

#

What icon denotes a missed call in the MyRITS Call History screen?

A red arrow

What is the customer’s user interface for the RITS PBX configuration referred to as?

A & B (Rits Administration Console and Admin Console)

Which column within Manager Console’s Call Waiting alert window displays the longest time a call in the Queue has been waiting to be answered from the moment the call was initially placed?

Overall

Call Forwarding and Twinning settings can be enabled/disabled remotely by calling the dealership’s phone number that is used to check voicemail from an outside phone and following the phone prompts. True or False?

True

You can search for calls using partial phone numbers in the RITS reports. True or False?

False

How many call recordings can be sent in a single email through the RDA Calls Recordings screen?

1

AVN notifications can't be applied if the customer assigned to the Invoice/Repair Order is the dealership customer number. True or False?

True

Which of this is a valid call state in the RDA?

All of the above (Ringing, Idle, Incall, On Hold)

Which of the following is an available Search Criteria in the Call Recordings screen?

All of the above (Last Name, Queue, Duration)

The voicemail report in the Admin Console provides administration with an overview of activity and settings for all voicemail boxes. True or False?

True

What would cause a call on the Call History screen’s Missed Calls tab to have a duration?

The caller hung up while on hold.

Which of the Following hyperlinks in the RDA can be linked to a dealership’s FOCUS system?

All of the above (Customer Information, Repair Order, Service Appointment)

When writing a PMR for MyRITS, which of the following does not need to be included?

Phone Number

To configure a voicemail box to be able to store an unlimited number of messages, users can __.

All of the above (Enter a “0”, “User Default”, “No Limit”)

What does the button represented by a Green Arrow on the Call control Bar do?

Transfer a call

In what application are licenses for the MyRITS app managed?

RDA

What can users select to only look at extensions and queues that belong to a specific location on the RDA Directory screen?

Store and Branch picklist

Admin Console users can view Call Recording settings for extensions in the View Configuration Screen. True or False?

True

By default, the Dependencies located in the Audio File Options automatically display when an audio file is selected. True or False?

False

Users enrolled in dlrSecured login can use Biometric ID to log in to MyRITS. True or False?

True

Call Recording can be activated in the Admin console for all of the following types of calls except?

Forwarded Calls

What is the correct path to access the SPO AVN Report with the RDA?

RDA -> Report -> SPO Automated Voice Notification Report

Where is the “Export” option for the RDA reports located?

The Right-Click menu within the report results

How can the Operator retrieve a parked call?

A & B (Select the parked call in the Parked call section of the Op console, Dial the parking extension using any RITS phone.)

Phone calls placed through the MyRITS app do not display in the RDA reports. True or False?

False

Which of the following functions cannot be performed using the Call Actions section on the Mini Customer Info screen?

Compose a new Email.

A Special Order AVN will be placed for a received part if the order was made before the activation date, but the part arrives after the Special Order AVN was activated. True or False?

True

The Edit Visible Queues window shows each queue’s and .

Extension and Branch

Which of the following is NOT a Status that a user may display as in the Directory screen?

On Break

Which of the following is not valid for the call “Type” column in the Manager Console?

External

Which of the following fields is NOT a search criterion available in the Directory Screen?

Username

How do you check missed calls using the Operator Console?

Use the Call History screen

Parking Lots can be configured for which of the following?

All of the above (Individual dealerships, Individual departments within a dealership, individual accounts within a dealership)

Which of the following pieces is NOT required for MyRITS PMRs?

All of the above are required for MyRITS PMR (Version of Phone Operating system, Model of the phone, Version of MyRITS being used)

Which column within the Queue Activity section of the Manager Console displays the length of the call that has been waiting the longest since the call was initially answered?

Longest Overall Call Waiting

Why would a user be missing using from the Results section of the Directory in the RDA?

A & B (The user is not added to a Group that is assigned to the Queue, The user’s affiliated extension is set to be hidden from the directory.)

Which of the following is NOT a requirement to use the MyRITS mobile app?

The user must be actively logged into the RDA

A phonebook created within the RDA Phonebook screen can be shared with other RDA users. True or False?

True

Manager console, the Queue column displays the shortest time a call has been waiting to be answered by the queue. True or False?

False

What is the character limit on individual RDA Chat messages?

300

Time Rules for normal hours of operation should be listed first on the Time Rule list in the PBX. True or False?

False

Inbound call recording settings for multiple DIDs in the RITS system can be saved at one time. True or False?

True

A call to the user’s RDA Twinned Number will **never **require them to press # to start dialing a customer. True or False?

False

Click to Call will allow authorized users to initiate outbound calls by simply clicking on a phone number in FOCUS. True or False?

True

What information is displayed in the Busy Call Hour Report?

Call volume during 30 minute intervals

What is the default Home Screen in the RITS Desktop Application?

Overview Screen

Where can the PSD Host name for MyRITS be found?

CSS Ticket Notes TAB

Which of the following screens can display the other user’s availability?

Directory

What information is displayed in the Caller Information section of the Operator Console?

A & C (Customer name and phone number, Associated dealership employee name and extension.)

Within the RITS Admin Console, what setting must a user have selected to view the Voicemail Report?

View Data

Call recording prompts can be changed using the Admin Console. True or False?

True

Inbound calls are reported in the RDA based on the branch assigned to the __.

DNIS/DID

Where are saved Call Recording files located when initially downloaded?

C:\RDA\Recordings

What does the red dot in the unlabeled column on the far right side of the Call History Screen indicate?

the call was recorded

In regards to RITS/telephony, what does CDR stand for?

Call Detail Record

When an enterprise is using FOCUS, the Add Prospect and View Prospect function will always open records in FOCUS. True or False?

True

The Last Login Date/Time for a MyRITS user can be found in which application?

RDA

To add Queue extensions to the RITS server, RITS Administrators should .

select the “NEW” button in the Extension Options Screen.

Which of the following screens can be set as the RDA Home Screen?

Directory

Which of the following is **not **a feature of the Operator Console Directory?

Transfer to Cell Phone

Which of the following is an option for the Customer Information Screen Settings?

Display for incoming calls with no matching records.

Within Detail Retail Management, users can select if hyperlinks in the CI screen will dispatch in FOCUS or ERA-IGNITE. True or False?

True

In which application are licenses for the MyRITS application managed?

RDA

The call Control Bar displays in all of the following screens except?

Admin Console

For a dealership with multiple Operator Console users (each using a different user ID) what is the easiest way to duplicate Virtual Sidecar entries to make everyone's Virtual Sidecars look identical.?

Use the import Virtual Sidecar feature in the Operator Console

How can a call recording be downloaded in the Call Recording screen?

Save Recording

RITS and CM (FOCUS) offer what integration pieces?

All of the above (Click to call, Click to Listen, Bi-directional logging)

What does the Reject Call button do within the Mini Customer Information Screen?

A or B (send the call to the user’s voicemail, send to next person in the queue)

In Ignite, which option under the “Go To” menu allows a user to view the number of RDA licenses a dealership has purchased?

Reynolds Workstation Agreement

What button within Reports allows you to see saved reports by other users?

F7 Load

The RDA Application does **not **have to be open for the Mini Customer Information screen to display. True or False?

True

The Appointment AVN Report can be printed by pressing which of the following options?

B & C (F10 Print Report, Print -> F11 Print)