initial and ongoing training and is currently being utilized and available for the Sate to review. An outline of these expectations is provided in the following table. This list is not meant to be a complete source and is subject to change. POLICY AND PROCEDURE TOPICS Orientation Welcome and Introductions Introduction to Each Other Sprint (or Vendor Company) Sprint Values Sprint Corp Overview History of Sprint Corporation Local Telecommunications Wireless Internet Services Product Distribution The Sprint Campus (if applicable) Telecommunications Relay Service What is Relay? Relay Agent Training Relay - Connect to Your Future Video Observation Guidelines How a Call Reaches Sprint Relay Connecting to The Role of a Relay Agent Connecting to Relay 711 Dedicated Toll-Free Numbers Equipment TTY TTY Basics TTY Etiquette Closing a Conversation Agent Responsibility Call Set Up Call Closing TTY to Voice Closing a Conversation Operator Role Closure Operator Protocol Guide: Disallowed Calls Glossary of Abbreviations & TTY Practice Session Auto-Corrected Abbreviations Standard Abbreviations Typing Variations Internet Characters Non-Baudot Supported Characters Verbatim - Style Contraction Spelling Punctuation Agent/Operator Role SKSK Background Noises while TTY user is Typing Typing Monetary Units 711 TTY Garble During Typing XXX to Correct Typing Error Other Communication Devices Data Transmission Turbo Code Turbo Code Interrupt Enhanced Turbo Dial Thru - (ETurbo) Disable Turbo Code Mode American Standard Code Information Interchange ASCII Interrupts Sprint IP - Internet Relay Sprint IP call processing Internet Relay variations ‘GA’ is optional Sprint IP Standard Svc Explanation Text Flow Sprint IP user connects to Agent but wants Customer Service Sprint IP Two Line VCO Fed IP Relay Fed IP Relay call processing Fed IP Relay Reporting Fed IP Relay variations Sprint/Fed IP Relay International Calling Sprint/Fed IP Variations Sprint/Fed IP Fast Busy Sprint/Fed IP 2-Line VCO Sprint/Fed IP Conversation Lag Time Sprint/Fed IP Interrupts Mail Greeting Cellular & Wireless Phones Video Relay Service Devices & Pagers TTY Public Payphone Sprint National Relay Sprint International Inbound international calling Sprint International Variations Non-Standard TTY Outbound International calling Transfer Menu Reseller call processing CapTel Relay-CapTel CapTel Transfers Dedicated State CapTel Transfer Alternate Languages Spanish Language Customer Service Relay Caller ID True Caller ID Per Call Block Per Line Block Permanent Call Blocking Caller ID Blocking - True Caller ID Connecting Variations Misdialed Relay Phrase Dialed 711 Instead of 911 711 Spanish Request for Relay Numbers Cellular/Wireless problem reaching 711 611/811 (LEC Service Access) 700 900 Numbers & Call Processing
Blocked Emergency Numbers STS STS Messages Emergency #s STS STS Messages Database Profile Macros Directory Assistance (DA) DA Intro Interstate DA Intrastate DA Automated DA DA City & State Given; Area Code Unknown DA Variations International Transfer Menu Call Processing -- Calling Intl Call Processing -- Calling from International Number Sprint International Variations Non-Standard TTY Answered Foreign Language Transfer Menu 900 # Call Processing 211/311/511 Requests Device-to-Device Calls Device to Device Intro Function Keys & Banner Messages VCO-TTY & TTY-VCO VCO-VCO TTY-HCO & HCO-TTY VCO-HCO & HCO-VCO HCO-HCO Device to Device Variations Alternate Call Type reaches recording Call Processing Variations CA information Area Code Only In From Number Conversational Flow Static or Poor Connection Profanity towards Agent Redialing Young Children Inbound Does Not Connect Inbound Tone Judgments Repeating Information Restricted Calls Two calling from numbers LEC Service Office 611/811 Double Letters Call Waiting Feature Conference Line Calls Calling Hard of hearing customer Answers TTY Line Spanish Calls to Spanish Speaking Agents Request for Alternate Language Caller Types in Alternate Language Voice Customer Hangs Up During Call Variable Time Stamp Customer Misdialed Phrase TTY Customer Up During Call Non Standard TTY Capability Relaying Internet Characters TTY User Does Not Type GA Dispatch Calls – Pizza, Taxi, etc. Customer Referral Guidelines V-T answered by Fax Customer Requests Holding for Inbound prior to out dial Request for Company Information Request for M/F Request Specific Agent Agent Knows Customer Request for Relay Number Customer Requests to Call Relay Service Request for Calling From Number Request Telephone Number Referral Request for Length of Call T-V Call & V Requests Supervisor Call Backs for TTYs Multiple Calls Sensitive Topics Suicide Illegal Calls Answering Machines Hangs Up Before Message Left Do Not Type Recorded Messages Answering Machine Full Change Answering Machine Message VCO Requests Leave Message 1st out dial Leaving a Message V-TTY Ans V Retrieving Messages from TTY V Answering Machine TTY Screener Request to TTY Message on Answering Machine Recordings Regional 800 TTY Requests “Dial That Number” Recording with Relay Option Alternate Call Recording Reached English/Spanish Pound Touch Tone Phone Advertisements Do Not Type Recordings Get Live Person/Rep Conversation Being Recorded Dial Number from Recorded Announcement VCO Conference Leave Relay Number Voice Mail Retrieval VCO Types & Voices Prompting Data Transmission Box Prompting VCO on Hold Requests VCO/HCO HCO Requests VCO/HCO
Request for Date/Time User Requests Agent to Modify Call Alternate Call Type Recording Bridge Left Open Call Take Over Procedures FCC Rule Protocol & process flow TTY-Voice and Voice-TTY ASCII VCO VCO-VCO HCO VCO-TTY & TTY-VCO Customer Service Functions Language Services Procedures Transparency Non-Emergency Emergency Center Evacuation Network Failure Emergency Call Procedures Emergency Calls Intro Emergency Services FCC Requirements Emergency Call Processing Emergency Reporting TTY-Emergency TTY-Emergency TTY Call Release Internet-Emergency Instant Messenger (IM) Emergency Emergency Call Processing Variations Emergency Form Voice-Emergency Federal Relay Service FedRelay FedRelay Announcement FedRelay Service Explanation FedRelay Procedures FedRelay call types FedRelay Confidentiality Policy FedRelay Customer Information Requests FedRelay Customer Contacts FedRelay Reporting STS STS Introduction & History STS Description Disabilities Characteristics of STS users Stereotypes Clarifying Phrases Phrases to STS Phone Image STS Tools Consistency Patience Ask Yes/No Questions No Personal Conversation Phrases STS Alphabet Transparency/Call Control/ Confidentiality Ways to Reduce/Streamline Notes Standard Abbreviations (STS) STS-Voice Voice-STS STS VCO-Voice Voice-STS VCO (TTY answer) Voice-STS VCO (VCO answer) STS VCO -- 2 Line VCO TTY-STS STS-TTY Non-branded HCO-STS STS-HCO STS Hold Message STS Call Takeover Confidentiality & Transparency Personal Conversations requests STS Variations Healthy Detachment Healthy Detachment Intro Objectives Survival Skills Traps Perception Ways to Reduce Stress Hospitality Phrases Healthy Relay Introduction Objectives Ergonomics Stretching Exercises Agent Reinforcement Ergonomic Review Setting up Workstation GUAM - Get Up and Move Ergonomic Relief Slowing the Customer Down Overtime Relaxation Adult Learner Understanding the Needs of the Adult Learner The Learning Continuum Use of Different Modalities Edgar Dale’s Cone of Experience Elements of Lesson Design Focus Objective & Purpose Input in Management Modeling Checking For Understanding Guided Practice Independent Practice Summary Evaluation How to Give Effective Instruction Questioning Guidelines Feedback - Training & Coaching Technique Assessing Performance The Assessment Process in Training Assessment - What is involved? Practice Time Spelling Test Acceptable Time Frame Acceptable Is Relative Ways to “Coach” Feedback