RITS CERT STUDY GUIDE - NEW (copy)


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

Answer: Actions



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

Answer: 2327


  1. The ability to import a list of contacts from Outlook into the RDA Phonebook is available to ERA customers.

Answer: False


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

Answer: The callback must occur within 7 Days


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

Answer: All the above (7,8,10)


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

Answer: Access Level


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

Answer: A & B (Shift and CTRL)


  1. 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.

Answer: False


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

Answer: Part Number


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

Answer: False


  1. Virtual Sidecar entries can only be created for extensions.

Answer: False, can be done for queues and auto attendants.


  1. Parked calls can be retrieved from any RITS phone by entering the extension displayed in the Parked Calls section.

Answer: True


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

Answer: A & C (Answer Calls and Start Calls.

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

Answer: Security Maintenance


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

Answer: 30


  1. Which of the following statements is true in regards to locked Call Recordings?

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


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

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


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

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


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

Answer: The “Password Change Needed” checkbox.


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

Answer: Status


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

Anser: True


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

Answer: Queue Calls 

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

Answer: All of the above (All, yes, No)


  1. Any user with RITS Admin Console access has the ability to create extensions

Answer: False (Has to be given access)


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

Answer: Available to record.


  1. Required fields in the RDA reports display in what color?

Answer: Yellow


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

Answer: All of the above (All, Flagged, Missed)


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

Answer: #


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

Answer: A red arrow


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

Answer: A & B (Rits Administration Console and Admin Console)


  1. 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 they call was initially placed?
    Answer: Overall


  1. 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?

Answer: True


  1. You can search for calls using partial phone numbers in the RITS reports.

Answer: False



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

Answer: 1

  1. AVN notifications cant be applied if the customer assigned to the Invoice/Repair Order is the dealership customer number.

Answer: True


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

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


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

Answer: All of the above (Last Name, Queue. Duration)


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

Answer: True


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

Answer: The caller hung up while on hold. 

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

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


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

Answer: Phone Number


  1.  To configure a voicemail box to be able to store an unlimited number of messages, user can _________

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


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

Answer: Transfer a call


  1. In what application are licenses for the MyRITS app managed?

Answer: RDA


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

Answer : Store and Branch picklist


  1. Admin Console users can view Call Recording settings for extensions in the View Configuration Screen.

Answer: True


  1. By default, the Dependencies located in the Audio File Options automatically display when an audio file is selected. 

Answer: False


  1. Users enrolled in dlrSecured login can use Biometric ID to log in to MyRITS

Answer: True


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

Answer: Forwarded Calls


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

Answer: RDA -> Report -> SPO Automated Voice Notification Report

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

Answer: The Right-Click menu within the report results


  1.  How can the Operator retrieve a parked call?

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


  1. Phone calls placed through the MyRITS app do not display in the RDA reports. 

Answer: False


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

Answer: Compose a new Email.


  1. 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. 

Answer: True


  1. The Edit Visible Queues window shows each queue’s____ and _____.

Answer: Extension and Branch


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

Answer: On Break


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

Answer: External


  1. Which of the following fields is NOT a search criteria available in the Directory Screen.

Answer: Username

  1. How do you check missed calls using the Operator Console

Answer: Use the Call History screen


  1. Parking Lots can be configured for which of the following?

Answer: All of the above (Individual dealerships, Individual departments within a dealership, individual against within a dealership)


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

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


  1. 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?

Answer: Longest Overall Call Waiting


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

Answer: 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.)


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

Answer: The user must be actively logged into the RDA


  1. A phonebook created within the RDA Phonebook sunscreen can be shared with other RDA users.

Answer: True


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

Answer: False

  1. What is the character limit on individual RDA Chat messages?

Answer: 300


  1. Time Rules for normal hours of operation should be listed first on the Time Rule list in the PBX.

Answer: False


  1. Inbound call recording settings for multiple DIDs in the RITS system can be saved at one time.

Answer: True



  1. A call to the user’s RDA Twinned Number will never require them to press # to start dialing a customer.

Answer: False


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

Answer: True


  1. What information is displayed in the Busy Call Hour Report?

Answer: Call volume during 30 minute intervals


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

Answer: Overview Screen


  1. Where can the PSD Host name for MyRITS be found?

Answer: CSS Ticket Notes TAB


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

Answer: Directory 


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

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


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

Answer: View Data 


  1. Call recording prompts can be changed using the Admin Console

Answer: True


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

Answer: DNIS/DID


  1. Where are saved Call Recording files located when initially downloaded?

Answer: C:\RDA\Recordings


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

Answer: the call was recorded


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

Answer: Call Detail Record


  1. When an enterprise is using FOCUS, the Add Prospect and View Prospect function will always open records in FOCUS

Answer: True


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

Answer: RDA


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

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


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

Answer: Directory


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

Answer: Transfer to Cell Phone


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

Answer: Display for incoming calls with no matching records. 


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

Answer: True 


  1. In which application are licenses for the MyRITS application managed?

Answer: RDA


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

Answer: Admin Console


  1. 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.

Answer: Use the import Virtual Sidecar feature in the Operator Console


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

Answer: Save Recording 


  1. RITS and CM (FOCUS) offer what integration pieces? 

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





  1. What does the Reject Call button do within the Mini Customer Information screen?

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


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

Answer: Reynolds Workstation Agreement


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

Answer: F7 Load


  1. The RDA Application does not have to be open for the Mini Customer Information screen to display.

Answer: True


  1. The Appointment AVN Report can be printed by pressing which of hte following options?

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


  1. A RITS user can still place calls and check their voicemails with the physical phone even when not signed into theRDA. 

Answer: True


  1. What will happen to calls directed to a virtual extension if the user is not logged into the RDA.

Answer: The calls will be sent to the user’s voicemail.

  1. If a user is receiving the message: “Directory Filter Invalid” when accessing the Directory screen in the RDA, what security item are they missing in SEC?

Answer: View Queues in Directory


  1. Administrators must have access to what permission in order to add queue extensions? 

Answer: Edit Queues.


  1. Within the Call Path Report, what displays if a call was not answered and abandoned?

Answer: Abandoned.


  1. Which of the following statements regarding Call Twinning is NOT true?

Answer: Twinning can only be configured for one extension per user.


  1. Virtual Sidecar can only be modified by the RITS admin using Admin Console.

Answer: False


  1. Where can you configured AVN call data retention?

Answer: RITS Specifications (5651)


  1. If a MyRITS user has multiple Phone Books set in the RDA, which one(s) will be available in MyRITS?

Answer: Phonebook selected as default in the RITS User Settings. 


  1. Ignite Administrators are able to remove RDA licenses from stations in the Security Maintenance screen. 

Answer: False


  1. Clicking a Phone Line button in the Operator Console allows the operator to answer, hold, receive on that phone line. 

Answer: True


  1. Which of the following is an action that is available in the RDA Voicemail toolbar?

Answer: All of the above (Return call, Forward Voicemail, Attach Voicemail to Email)


  1. In the DNIS/DID Options screen of the RITS Administration Console, when a user selects the “Delete” button to delete a DID, the DID is immediately removed.

Answer: False


  1. Whether or not a customer has received an AVN call can be seen in the Communication History window with the NAD record. 

Answer: True


  1. Which of the following does not have time-based alerts available in the RITS call Activity Module?

Answer: Longest Call Waiting


  1. Administrators can fully manage queues and add new queues as needed without requiring assistance from RITS Support. 

Answer: True


  1. Which of the following is the correct order that an AVN will attempt to dial?

Answer: Preferred Contact, Homephone, Cellphone, Business Phone.


  1. The Click to Call phone Selection window can display how many phone numbers for an individual?

Answer: 7


  1. In order to license a station for the RITS Desktop Application, the user must:

Answer: Access RDA for the first time on a station, enter PBX IP and Physical EXT.


  1. Which screen does a Reynolds representative set up to allow for FOCUS integration with RDA?

Answer: 5651 RITS Specifications.



  1. Access to MyRITS application is granted under which SEC RDA subsection?

Answer: Actions


  1. Dealers are able to define customer communication statuses for the RDA

Answer:  True


  1. You can listen to voicemails in the Admin Console

Answer: False


  1. A user with a virtual extn who is logged in the RDA will have their calls show under what ext in the RDA reports?

Answer: Their virtual extension


  1. When using the Saved Report lookup window, the user can search by what criteria?

Answer: Just A & B (User ID, Report Name)


  1. What does the acronym “IVR” refer to in regards to the telephony industry and in RITS?

Answer: Interactive Voice Response


  1. In the RITS Queue Activity Module, what type of inbound calls are not tracked?

Answer: Forwarded. 


  1. In order to add new DIDs, customers should select which button in the DNIS/DID options screen in the Admin Console?

Answer: New


  1. In the Call History screen, which column can display a “FLAG” icon on the Inbound calls tab?

Answer: Follow Up


  1. How many User IDs can a phonebook be shared with from the “Share Phonebook” screen in the RDA?

Answer: 5



  1. What is the maximum number of PBX IDs that can be configured for a single system?

Answer: 20 


  1. What does the “T” option do in the 3072 AVN Set up screen?

Answer: Place a test call.

  1. What symbol is displayed next to a user for wrap up time in the Directory Screen of the RDA?

Answer: Infinity Symbol


  1. On the Call History sunscreen within the RDA, where is the “Name from Caller ID” information pulled from?

Answer: Telephone Company


  1. An RDA user’s status can be changed from all of the following locations except for:

Answer: The Rep Console


  1. FOCUs settings associated with RITS can be updated for multiple employees at one time in the Admin Console

Answer: True


  1. What is the correct path to access the RO AVN Report with the RDA (ERA-IGNITE)?

Answer: RDA -> Report -> RO Automated Voice Notification Report.


  1. Which of the following is not a possible Deal status for Finance in the Full Customer Info screen?

Answer: Spot Delivered. 


  1. If the dealer wants the availability to monitor every voicemail box within the dealership, the RITS Administrator should configure the dealer as a Voicemail Admin on every voicemail box on the RITS server. 

Answer: False


  1. Once a call is transferred by the operator, how can they stop the transfer process and get the call back?

Answer: click on the call in the Transferred Calls section of the Operator Console


  1. Which of the following screen displays in the Tools section of the RDA Navigation Bar?

Answer: A & B (Chat, Call recordings)


  1. How can you group a column within any RDA Report?

Answer: Right -click on the column heading and select Group Column.


  1. Call forwarding and Twinning settings can be adjusted remotely by calling the user’s RITS phone and following the voicemail phone prompts. 

Answer: True


  1. In the Manager Console, which column indicates whether a user is currently on the phone?

Answer: Phone State



  1. The Red “P” in the Call Control Bar stands for “PARK”

Answer: True


  1. How often do the Voicemail messages displayed in the Overview screen in the RDA automatically refresh?

Answer: Every 5 minutes


  1. Outbound call recording settings are set up on a per ____ basis.

Answer: Extension


  1. In which screen would an RDA user see how many queue calls they’ve answered on the current day?

Answer: Rep Console


  1. In regards to the RITS Service AVNs, where is the Preferred Contact Method enabled?

Answer: Dealer Setup (3621)