HomeAdvantage User Guide v1.0 Final - 03-09-15 (2)

7/24/2019 HomeAdvantage User Guide v1.0 Final - 03-09-15 (2)

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March 2015 version supersedes the June 2014 version

OLYMPUSHomeAdvantage

User GuideMarch 2015 - ersion 1!0

For Work-At-Home Interpreters


2/35

LanguageLine Solutions Confidential Information v1!0 " #$04$2015

%age 2

"a#$e o% &ontents

1! Introduction !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! #

2! Learning &'(ectives !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! #

#! Course &vervie) !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! #

4! *ormal Call +lo) and +unctions !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! #

5! Continuous Mode vs! %er Call Mode !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 4

,! Initial -egistration$Log In !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 5

.! Let the S/stem uide ou !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! ,

! -ead/ to -eceive Calls !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! .

3! ial&ut !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! .

3!1 Single ial&ut Successful Connection!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

3!2 Single ial&ut 6nsuccessful Connection !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 3

3!# Conference 7ll %arties !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 10

3!4 Multiple ial&uts 7dding 8)o or 8hree %arties to the Line !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 10

10! 8ransfer to a Customer 7gent !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 11

11! 6nsuccessful Connection to a Customer 7gent !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 12

12! 9nsure ou 7re 7vaila'le to -eceive Calls !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 12

1#! 8a:ing a Short ;rea: and -eturning to -eceive Calls 7gain !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 14

14! 8a:e a Lunch ;rea: and Log ;ac: In 7fter)ards !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 1,

15! Setting ourself 6navaila'le for


3/35


%age #

7ppendiA


4/35


%age 4

3!

6pon returning from a ;rea:" /ou contact the s/stem to ma:e /ourself 7vaila'le again to

receive calls!

10!

7t the end of /our shift /ou contact the s/stem to log out!

5!

&ontinuous Mode vs! Per &a$$ Mode

It is important to understand that /ou could 'e entering the s/stem in different modes to receive calls!Call volume is )hat determines the mode in )hich interpreters are connected to the line" and this is

'ased on occupanc/! ;ecause this is 'ased on the 'usiness needs and can change at an/ time" /ou need

to pa/ attention to the response of the s/stem upon logging in to :no) )hat mode /ou are in! 9ach

section of this Manual )ill cover the different modes and )hat to eApect from them!

@hat is the difference 'et)een Continuous and %er Call ModesG @hen in Continuous Mode and not on

a Client call" /ou are connected to the s/stem most of the time to enter command codes! @hen /ou are

in %er Call Mode and not on a Client call" /ou connect to the s/stem onl/ )hen /ou dial the registration

phone num'er to enter a command code!

8here are several things to remem'er depending on the mode /ou are logged into the


5/35


%age 5

When in %er Call Mode, for all calls, your phone ill ring! @ear /our headset and ans)er the call using

the standard greeting" and service the call as /ou normall/ do! -emem'er to ans)er the phone on the

first ring )hen /ou receive the call!

@hen /ou are interpreting in a %er Call Mode" the 'ehavior of the phone Dfeels the sameF as it used to

'e in the past /ou )ait for the ClientKs call to 'e routed to /ou" the phone ringsH /ou ans)er the call"

/ou hear the Bip tone" and greet the Client and then provide interpretation as needed! @hen /ou finishhelping the Client" hang up the lineand )ait for the neAt call! @hen the neAt call comes in" the phone

)ill ring again" and /ou repeat the process! 8he main difference no) is that /ou register )ith

sign!

7ll Is are ,digits long!

7ll eAisting %I Interpreter Is )ill

'egin )ith a 1!

7ll eAisting LLS Interpreter Is )ill'egin )ith a 2!

7ll ne) emplo/ees$contractors Is

)ill 'egin )ith a #!

Note0 Ma:e sure to )ait for the

prompt to 'egin entering /our I!

5 9nter /our


6/35


%age ,

Interpreter I follo)ed

'/ the pound sign =>!

follo)ed '/ the pound =>

sign!

follo)ed '/ the pound sign =>!

7a;

%er

Call

Mode

9nter /57:9+ For %er Call Mode0

Dou are no) logged in a

%er Call Mode!


7/35


%age .

%lease enter /our Interpreter I follo)ed '/

the pound => sign!

ou are NOTlogged in! ou are Doutside of the

s/stem"F so /ou have to enter first /our I and %I*

num'er in order to register )ith


8/35


%age

7dditionall/" if the Client re?uests" /ou can ma:e successive dialouts to different phone num'ers during

the same call! Since the


9/35


%age 3

as usual! If /ou need to disconnect

)ith the L9% 'efore the call ends"

/ou can enter P14 to drop the last

num'er!

4!2 Sing$e ia$-Out - Unsuccess%u$ &onnection

8here ma/ 'e times )hen a dialout is not successful =one in )hich the phone call is not ans)ered>" such

as in the follo)ing scenarios

1>

8he phone num'er dialed is invalid!

2>

8he phone num'er has 'een disconnected!

#>

8he line is 'us/!

4>

8he call :eeps ringing )ith no ans)er ='/ a person or a voicemail>!

In these situations )here the dialout is *&8 successful" the s/stem )ill notif/ /ou of the issue" /ou )ill

hear the prompt Dou ill no >e returning to the Custo-er"F and then /ou )ill 'e automaticall/

connected 'ac: to the Client! If the Client as:s /ou to dial an alternate num'er or to tr/ the previousnum'er again" /ou can then repeat the dialout steps '/ entering P11 and follo) the normal dialout

procedure!

Step + our 'ction %ro-pt.'nnounce-ent Co--ents

/ 7fter announcing to

the Client that /ou )ill

place him on hold"

enter

J//

%lease enter the 10digit

num'er to dial!

In the event the num'er entered is

invalid" has 'een disconnected" the

line is 'us/" or )as not ans)ered" the

e

returning to the Custo-er!Hou )ill then 'e automaticall/

connected 'ac: to the Client! If the

num'er dialed continues to ring" it

ill ta=e appro#i-ately 71 seconds

to >e auto-atically reconnected to

the Client!

7s: the Client if the/ )ould li:e /ou

to tr/ again or tr/ a different num'er!

8o place another dial out" enter P11

and the num'er to dial!

I-portant Note0 please remem'er that )hen /ou eAperience a failed connection in a single dialout

=an/ of the 4 cases mentioned a'ove>" the


10/35


%age 10

*onetheless" the


11/35


%age 11

J/: disconnect the last num'er dialed!If necessar/" /ou can repeat this step"

'/ entering P14 to disconnect

additional parties dialedH each time

/ou press P14" the neAt most recentl/

dialed num'er )ill 'e disconnected!

7t the end of a call" )hen the Client

hangs up" all parties )ill 'e

disconnected!

10!

"rans%er to a &ustomer Agent

8here are certain scenarios in )hich /ou )ill not 'e a'le to process a call! In these cases" /ou )ill

proceed to transfer the Client to a Customer 7gent =C7> '/ doing a D)arm transfer"F so the 7gent can

provide the help needed right a)a/! 8he four scenarios are the follo)ing

1>

International ial &ut!2>

@rong Language!

#>

@rong ender!

4>

+iling a Complaint =QoC" or 'oice (f the &lient> after /ou transfer the call to a Customer

7gent" the C7 )ill in turn proceed to transfer it to the Customer Service epartment!

If /ou are on a call in )hich the Client needs an/ of the cases a'ove" please follo) the t)o steps 'elo)

to reach a Customer 7gent =C7>

Step 1! 7fter /ou advise the Client that /ou )ill 'e transferring the call to a C7" press the command

code P21! @hile the Client is placed on hold" /ou )ill do a D)arm transferF" first identif/ing /ourself to

the C7 and then reporting the reason for the transfer" so the 7gent can provide the 'est Customer

Service as soon as s$he ta:es over! 7fter the C7 ans)ers" /ou can sa/ Dhis is )aria, *panish

interpreter, and the &lient needs a "ortuguese interpreter. I will complete the transfer when you are

ready. hank you!F

Step 2! 7s soon as the C7 confirms that /ou can proceed" press the command code P15 to complete

the transfer! ou )ill 'e dropped from this call and get read/ for the neAt one" )hile the C7 )ill search

for another Interpreter!

;elo) are the steps for transferring a call to a C7


/ 7dvise the Client /ou

)ill 'e transferring the

call to a Customer

7gent and to please

hold" then enter

8he Client is placed on hold )hile

/ou transfer to the C7H once the C7

ans)ers /our call" introduce /ourself

as instructed a'ove!


12/35


%age 12

J5/5 8o complete the

transfer" enter

J/9

our transfer )as

successful!

P15 completes the transfer and /ou

are read/ for /our neAt call!

11!

Unsuccess%u$ &onnection to a &ustomer Agent

8his section descri'es )hat to do in the event that /ou are *&8 a'le to reach a Customer 7gent =that is"

/ou dialed P21 tr/ing to reach a C7 to transfer the call" and /ou are placed into a )aiting ?ueue 'ecause

all Customer 7gents are 'us/>! @hen this occurs" /ou can drop the call to the C7 ?ueue '/ selecting

P14" and then retrieve the Client from hold '/ entering P1.! 8his is onl/ availa'le )hen transferring to a

Customer 7gent!

6pon 'eing conferenced 'ac: )ith the Client" let them :no) that /ou are una'le to connect to an 7gent

and as: for directions on )hat to do neAt using the follo)ing script Dhank you for holding, at this time I

am not able to connect to a &ustomer Agent. +ould you like me to try again, or would you like to call us

back at a later timeF

;elo) are the steps for disconnecting the call to the C7 and retrieving the Client from hold! 8he steps

are the same for 'oth Continuous and %er Call Modes


/ 7fter entering J5/to

transfer to a Customer

7gent and )aiting for

51;71 seconds)ith no

ans)er" drop the call

'/ entering

J/:

8his drops the call to the Customer

7gent!

5 8o 'ring the Client

'ac: to the line" enter

J/6

ou )ill no) 'e returning

'ac: to the Customer!Let the Client :no) /ou are not a'le

to connect to an 7gent using the

script a'ove!

12!

7nsure You Are Avai$a#$e to /eceive &a$$s

uring /our shift" /ou need to ma:e sure that /ou are read/ to ta:e calls" and the command code that

)ill help /ou to achieve this is P..! It is a ver/ important command" as it is the code that )ill guarantee

that /ou are successfull/ logged in and availa'le! If /ou are not receiving phone calls" it is IM%&-87*8

to ta:e the appropriate steps =depending on )hat mode /ou are in> to fiA that and 'ecome availa'le!


13/35


%age 1#

&nce /ou have logged into the " the

s/stem stops pla/ing the comfort tone ever/ minute and disconnects /ou from the DtrueF Continuous

Mode! ou should )ait for /our neAt call" )hich )ill ring on /our phone normall/ =in the same )a/ as

the first call of /our shift>! *o)" if /our phone does not ring after # additional minutes" /ou need to call

'ac: into the s/stem '/ dialing the 8oll +ree -egistration *um'er and ma:e /ourself 7vaila'le '/

entering P..! 7fter ta:ing these steps" if /ou are still not receiving calls" please contact the I


14/35


%age 14

/ 9nter

J66

ou are no) ')aila>le!

%lease )ait for /our neAt

call!

Ma:e sure to confirm that the s/stem

states that /ou are ')aila>leand

continue to )ait for /our neAt call!

If /ou dial P.. and hear nothing"

please follo) the registration

instructions per the directions 'elo)!

%E& C'(( MODE8a:e the follo)ing steps to ma:e sure /ou are availa'le in %er Call Mode


/ 8o access the s/stem"

dial

Fro- Me#ico0

1/ 23114 //5 567/

Fro- US 8 %uerto

&ico0

23994 7:7;179le >rea=! If


15/35


%age 15

Jrea=! If /ou do not

hear the message" start the process

over!

&nce /ou hear the message" hang up

the line and ta:e /our 'rea:!

-emem'er 'e 'ac: on time

Contractors

5> +or contractors to ta:e ou are no) logged out!

ood'/e!

ou are no) logged outof the

s/stem and )ill not receive calls!


16/35


%age 1,

a 'rea:" enter

JLL


has specificall/ stated that /ou are

logged out! If /ou do not hear the

message" hang up the line and dial

the num'er again to start the process

over again!

&eturning fro- a ?rea=

;efore /ou can start the neAt part of /our shift and 'e read/ to receive calls again" /ou need to ma:e

/ourself availa'le to ta:e calls! Ma:e sure that the s/stem confirms this '/ hearing the follo)ing

statement DYou are nowAvailable. "lease wait for your ne-t callF!

8o do this" please follo) the instructions 'elo) for >othContinuous and %er Call modes

CONTINUOUS 8 %E& C'(( MODESStep + our 'ction %ro-pt.'nnounce-ent Co--ents


dial

Fro- Me#ico0

1/ 23114 //5 567/

Fro- US 8 %uerto

&ico0

23994 7:7;179le'efore

hanging up the line!

&nce /ou hear the message that /ou

are ')aila>le" hang up the phone line

and )ait for the neAt call!

If /ou do not hear the message

stating /ou are ')aila>le" hang up theline and dial the registration num'er

again to start the process over!

1+!

"a:e a Lunch ;rea: and Log ;ac: 'n A%ter*ards


17/35


%age 1.

+or /our scheduled Lunch 'rea:" please log out of the s/stem '/ entering JLL! ou )ill 'e logged out of

the s/stem and /our phone line )ill 'e disconnected! 7t the end of /our Lunch 'rea:" you ill need to

log inagain!

%lease follo) the instructions 'elo) depending on )hich mode /ou are connected to the s/stem

CONTINUOUS MODEStep + our 'ction %ro-pt.'nnounce-ent Co--ents

/a 8o log out to ta:e a

Lunch ;rea:" enter

JLL

ou are no) logged out!

ood'/e

P33 )ill update/our status to logged

out of the s/stem and /ou )ill no

longer receive calls until /ou log 'ac:

in! Ma:e sure to confirm that the

s/stem has specificall/ stated that

/ou are logged out! If /ou do not

hear the message" hang up the line

and dial the registration num'er to

log /ourself out as defined 'elo)!

To &eturn fro- your (unch ?rea=

7 8o return from /our

Lunch ;rea: and start

ta:ing calls again"

access the s/stem '/

dialing

Fro- Me#ico0

1/ 23114 //5 567/

Fro- US 8 %uerto

&ico0

23994 7:7;179!

9 9nter /57:9+ ou are no) logged in in

Continuous Mode!

7t the end of each Client

call" please remain on theline for /our neAt call! %lease

hang up no) and )ait for

/our first call!

&nce /ou hear the success message

after logging in" please ma:e sure /ou

hang up the lineand )ait for /our

first call as /ou are automaticall/ set

to 'e N7vaila'leK to receive calls!

%E& C'(( MODEStep + our 'ction %ro-pt.'nnounce-ent Co--ents


18/35


%age 1

/ 8o log out to ta:e a

Lunch ;rea:" access the

s/stem '/ dialing

Fro- Me#ico0

1/ 23114 //5 567/

Fro- US 8 %uerto&ico0

23994 7:7;179


19/35


%age 13

15!

Setting Yourse$% Unavai$a#$e %or Hea$th ;rea: and /eturning to

/eceive &a$$s Again

8his section descri'es the steps to ta:e )hen /ou need to ta:e a le!


call!


states that /ou are ')aila>le! If /ou

dial P.. and hear nothing" then /ou

need to go through the registration

steps again to enter the code! If /oudo not hear the message" ta:e the

steps defined 'elo)!


/ 8o access the s/stem" @elcome to the Language Ma=e sure to listen to the

pro-pt.announce-ent as the


20/35


%age 20

dial

Fro- Me#ico0

1/ 23114 //5 567/

Fro- US 8 %uerto

&ico0

23994 7:7;179


21/35


%age 21

1.!

&ontacting the 'nter6reter He$6 es:


22/35


%age 22

: 8o update /our status"

dial"

Fro- Me#ico0

1/ 23114 //5 567/

Fro- US 8 %uerto

&ico023994 7:7;179le'efore



are ')aila>le" hang up the phone lineand )ait for the neAt call!


stating /ou are ')aila>le" hang up

the line and dial the registration

num'er again to start the process

over!

O& 9nter

JLL


ood '/e




has specificall/ stated that /ou arelogged out! If /ou do not hear the


the registration num'er again to start

the process over!



dial

Fro- Me#ico01/ 23114 //5 567/

Fro- US 8 %uerto

&ico0

23994 7:7;179


23/35


%age 2#

assistance press 0!

5 8o update /our status

to 6*availa'le to not

receive calls" enter

J33

ou are currentl/ logged in

andE UNavaila'le!

P )ill update/our status to not

availa'le and /ou )ill no longer

receive calls )hile /ou call the I


24/35


%age 24

num'er again to start the process

over!

O& 9nter"

JLL


ood '/e




has specificall/ stated that /ou arelogged out! If /ou do not hear the


the num'er again to start the process

over!

1!

"echnica$ AssistanceIf at an/ point /ou eAperience technical difficulties )hen /ou are not on a call )ith a Client" use the

follo)ing instructions to 'e connected to someone to assist! 8his option should not 'e used for

an/thing other than technical issues


/ 9nter

1

ou )ill 'e transferred to the I


25/35


%age 25

onl/ to 'e used if /ou eAperience

technical difficulties!

13!

&$ient /e>uests that You isconnect %rom the &a$$ Getting

a#andoned on the $ine!Sometimes a Client ma/ as: /ou to disconnect from the line =e!g!" 'ecause the Client and the L9% person

can actuall/ communicate in 9nglish" so the Interpreter is not needed>" or it could happen that the Client

leaves /ou )aiting on the phone for a long time =sometimes this occurs '/ mista:e in medical settings"

)here octors and *urses use spea:erphones>! If /ou eAperience an/ of these situations" and /ou are

a'solutel/ positive that /our services are no longer needed" /ou )ill proceed to end the call! In case

that /ou are )aiting on the line" please follo) the ClientKs lead in regards to ho) long to sta/ on the call!

enerall/ spea:ing" once /ou have 'een on hold )ith the L9% person for 15 to #0 minutes" unless /ou

are specificall/ instructed to )ait for a longer period of time '/ the Client" /ou should tell the L9% person

to hang up the phone and call the Client 'ac:! ou should al)a/s use /our 'est (udgment regarding ho)

long to sta/ on hold 'ased on the ClientKs instructions!

ou can ta:e the follo)ing steps to disconnect from the call and then confirm that /ou are availa'le for

the neAt call


/ %olitel/ end the call

advising the Client that

all parties )ill 'e

disconnected from the

call!


26/35


%age 2,


stating /ou are ')aila>le" hang up the

line and dial the registration num'er


14!

Log Out at the 7nd o% Your Shi%t7t the end of /our shift" /ou must ma:e sure to Log out completel/ of the s/stem! 8he reason is that" if

/ou forget to Log out at the end of /our shift"


27/35


%age 2.

20!

S6ecia$ Situations8his section provides valua'le information on ho) to handle special situations that /ou ma/ encounter

and )hat to do )hen the/ occur!

20!1 Login ai$ure

8he process is the same for 'oth %er Call and Continuous Modes! It is ver/ IM%O&T'NTto note that /ou

need to enter the correct ,digit interpreter I and %I* com'ination to ensure that /ou successfull/ log

in to the s/stem and can ?uic:l/ 'e availa'le to receive calls!

7s stated previousl/" )hen logging into the s/stem" ma:e sure to enter the information slo)l/ and listen

for the prompts to log in 'efore entering the information! Let the s/stem guide /ou through the process

of logging in and registering commands!


/ ou enter /our


'/ the sign and %I*follo)ed '/ the sign"

'ut the s/stem does

not recogniBe /our

entries!

D@eKre sorr/" the

com'ination of /our

Interpreter I and %I* isinvalid! %lease tr/ again!F

%lease enter /our

Interpreter I follo)ed '/

the pound sign.

o not rush /our initial log in! ;e

a)are that after /ou have failed to

log in three times /ou )ill 'e routedto the Interpreter Support Center!

5 -e9nter /our

Interpreter I and %I*!

D@eKre sorr/" the

com'ination of /our

Interpreter I and %I* is

invalid! %lease tr/ again!F

ou have 7attempts to enter the

correct Interpreter I and %I*

com'ination! 7fter the #rd

invalid

com'ination" /ou )ill hear the

follo)ing prompt

D8here )as an error in /ourregistration! %lease sta/ on the line to

'e transferred to the Iefore dialing >ac= into the syste-! ;e patient and do not rush dialing 'ac: to

attempt /our log in again as the s/stem )ill set /ou into a state )here /ou )ill not receive calls if /ou

dial 'ac: in too soon!

20!2 P', /eset

7 ne) re?uirement for 8he first option is to follo) the instructions )hen

prompted '/ the


28/35


%age 2

%lease note that the ne) %I* num'ers must have siA =,> digits" instead of the 5 digits in previous

versions of

our ne) %I* cannot contain three or more se?uential num'ers =e!g!" 12#45, is not allo)ed>!

2>

our ne) %I* must have at least 4 uni?ue num'ers =e!g!" 1122## is not allo)ed>!

#>

our ne) %I* cannot match part of /our registered phone num'er!

If /ou donKt follo) these rules" the


29/35


%age 23

hangs up!

5 8o access the s/stem"

dial

Fro- Me#ico0

1/ 23114 //5 567/

Fro- US 8 %uerto

&ico0

23994 7:7;179le!


call!


states that /ou are ')aila>le!


/ 8o access the s/stem"dial

Fro- Me#ico0

1/ 23114 //5 567/

Fro- US 8 %uerto

&ico0

23994 7:7;179


30/35


%age #0

change codes press pound!

5 9nter

J66

ou are no) ')aila>le!


call!

Ma:e sure to listen for the s/stem to

confirm that /ou are ')aila>le'efore



are ')aila>le" hang up the phone lineand )ait for the neAt call!


stating /ou are ')aila>le" hang up the

line and dial the registration num'er


20!. Log Out #e%ore "raining and then Go Avai$a#$e to "a:e &a$$s Again

8here ma/ 'e occasions )here /ou need to 'e temporaril/ unavaila'le" for eAample" )hen /ou see in/our schedule that /ou have a 8raining session! ou can log out of the s/stem '/ entering JLL" so /ou

)ill not receive calls during scheduled noninterpreting activities!

It is ver/ important to understand that LanguageLine Solutions monitors )hen @7< interpreters are

unavaila'le for an/ reason other than training! @7< interpreters )ho appear as unavaila'le to receive

phone calls )ill sho) in the D7dherence -eportF monitored '/ the eal ime (perations eam=-8&8>!

8his team ma/ esta'lish comparisons against interpretersK schedules to verif/ if an/ specific unavaila'le

state is authoriBed! In order to ma:e /ourself unavaila'le in order to receive 8raining" please follo) the

instructions 'elo) depending on )hich mode /ou are connected to the s/stem


/ 8o log out 'efor a

training session" enter

JLL


ood'/e!

P33 )ill update/our status to logged

out of the s/stem and /ou )ill no

longer receive calls until /ou log 'ac:

in!

Ma:e sure to confirm that the

s/stem has specificall/ stated that

/ou are logged out! If /ou do not

hear the message" hang up the line

and dial the registration num'er tolog /ourself out as sho)n 'elo)!

To &eturn fro- your Training and start ta=ing calls again

5 8o access the s/stem

'/ dial

Fro- Me#ico0

1/ 23114 //5 567/

@elcome to the LanguageLine

Solutions


31/35


%age #1

Fro- US 8 %uerto

&ico0 23994 7:7;179!

: 9nter /57:9+

ou are no) logged in inContinuous Mode!7t the end

of each customer call" please

remain on the line for /our

neAt call! %lease hang up no)

and )ait for /our first call!

&nce /ou hear the success messageafter logging in" please ma:e sure

/ou hang up the lineand )ait for

/our first call! ou are again

automaticall/ set to 'e N7vaila'leK

to receive calls!


/ 8o log out to receive

training" access the

s/stem '/ dialing

Fro- Me#ico0

1/ 23114 //5 567/

Fro- US 8 %uerto

&ico0

23994 7:7;179


32/35


%age #2


'/ !

follo)ed '/ the pound sign! follo)ed '/ the pound sign =>!

9 9nter /57:9+ ou are no) logged in in a

%er Call Mode!


33/35


%age ##

A66endi@ - HomeAdvantage Summar o% &odes8his ta'le provides /ou )ith all the codes availa'le to use in the !

Conference 'll

%arties J

Conference all parties" if the

s/stem fails to do so!

Ta=e a Short ?rea=

8o set /ourself Dnot

availa'leF to receive calls

and ta:e a 'rea:!

8he P,1 code is for scheduled

interpreters onl/! Contractors

need to use P33!

&eturn fro- ?rea=

J

8o 'egin receiving calls after

ta:ing a 'rea:!

+or scheduled interpreters!

Ta=e a Meal ?rea=

J

8o log out from the s/stem

to ta:e a meal 'rea:!

Contractors need to use this for

all 'rea:s!

&eturn fro- Meal

?rea=

ial the 8oll +ree *um'er!

9nter Interpreter I and

press !

9nter the %I* and press !

6pon returning from the

meal 'rea:" to log 'ac: into

the s/stem and start ta:ing

calls again!

Contractors use this to return

from an/ 'rea:!


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%age #4

Ensure you are

')aila>le to ta=e

CallsJ

1> 7fter not receiving calls

for several minutes!

2> If /ou get disconnected

for an/ reason!

#> If the Customer

disconnects )hile on hold!

4> If the Customer as:s /outo disconnect!

If you ant to Dial using the =eypad When do you do thisG E#a-ples.Notes

Transfer the Call to a

Custo-er 'gent 2C'4J

8he Customer re?uests a

different Language" ender"

or an International ial&ut!

7dvise the Client /ou )ill

transfer the call! 7fter entering

P21" the Client )ill 'e placed on

hold! @hen the 7gent ans)ers"

eAplain the reason for the

transfer" and inform the 7gent"

DI )ill complete the transfer

no)!F

Complete 8ransfer

to the Customer

7gent J

&nce confirmation is

received from the 7gent to

transfer the call" use this

code to complete the

transfer!

rop the call to the

Customer 7gentJ

If /ou do not connect to a

Customer 7gent and need

to drop the call to the

7gent!

8his onl/ drops the call to the

7gent" so /ou need to retrieve

the Customer via the P1.

command =see 'elo)>!

-econnect to the

CustomerJ

7fter dropping the call to

the Customer 7gent using

the step a'ove =P14>" enter

P1. to retrieve the

Customer from hold!

Let the Client :no) that /ou

)ere not a'le to connect to an

7gent and as: if the/ )ould li:e

/ou to tr/ again or if the/ )ould

li:e to call 'ac:!

(og out at the end of

Shift J 8o log out of the s/stem at

the end of /our shift!

Ma:e sure to listen for the

message" Dou are no) logged

out! ood'/e!F

Ma=e yourself UN;

a)aila>le to contact

the IAD or ta=e a

Aealth ?rea=

J

8o set /ourself Dnot

availa'leF to receive calls!

Contact the IAD ial the 8oll +ree I


35/35

&eturn fro- Training ial the 8oll +ree *um'er!

9nter Interpreter I and

press !

9nter the %I* and press !

6pon returning from

training" to log 'ac: into the

s/stem and start ta:ing calls

again!

Aelpful Tips0

(et the syste- guide you >y listening carefully to the pro-pts!

Enter the co--ands sloly0 do not rush pressing nu->ers on your phone*s =eypad! To reco)er fro- an incorrect entry, ait 7 seconds for the syste- to ti-e out and then try again!

HomeAdvantage User Guide v1.0 Final - 03-09-15 (2)

Documents

Transcript of HomeAdvantage User Guide v1.0 Final - 03-09-15 (2)