Role SKSK Background Noises TTY user is Typing Typing Monetary Units 711 TTY Garble During Typing XXX to Correct Typing Error Other Communication Devices Data Transmission Speed Code Turbo Code Interrupt Enhanced Turbo Dial Thru - (ETurbo) Disable Turbo Code Mode American Standard Code Information Interchange (ASCII) ASCII Interrupts Sprint IP - Internet Sprint IP call processing Internet Relay variations ‘GA’ is optional Sprint IP Standard Svc Explanation Text Flow Interruptions without garble Conversational flow ASL Emoticons – Text Message Abbreviations IP Acronyms Sprint IP Variations 911 Emergency CapTel CapTel-Relay 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 Numbers Cellular/Wireless problem reaching 711 611/811 (LEC Service Access) 700 900 Numbers & Call Processing Correctional Facility/Prison Calls Use of Relay through Correctional Facilities: Call Processing, Relay Abuse Spanish & French Language Service International calling restrictions Info Digit list Overview of System & Equipment System Overview Login/Logout Agent Profile Clicking the Mouse Dragging/Dropping Copy/Paste Drop Down Lists Radio Button Scroll Bars Sliders Tables Accessing a Program Screen Displays Call Handling Screen Title Bar Banner Conversation Area Disconnect Message Status Color Scheme Agent Text Transmission Cancel Key Information Bar Profile Help Call Type Dial Window Scratch Pad Transfer Panel Headset Panel Status Bar Record Feature Function Keys Block Ctrl-Switch Switch The Keyboard Keys Call Handling Keys Numeric Keys Cursor Movement Keys Arrow Keys Backspace Error Correction Function Single Word Edit Function Word Substitution Feature Macros Table Ctrl-Function Keys Glossary of Telephony Terms Background Noises Tones/Descriptive Words Standard Abbreviations Image (Tone of Voice) Professional Phone Image How image is created Provide warm & friendly greeting Conversational Tone Voice Inflection Audibility & breath control Pitch Voice Person Speaking in Third Person Pacing the Voice Customer Brief pacing phrases Repeating information Voice Customer does not say "GA” Handling Interruptions Voice Tone
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 Calls answered by Fax Customer Requests Holding for Inbound to out dial Request for Company Information Request for M/F Agent Request Specific Agent Knows Customer Request for Relay Number Customer Requests to Call Relay Service Request for Calling From Number Request Telephone Number Referral Request for Date/Time User Requests Agent to Modify Call 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 Alternate Call Type Recording Bridge Left Open Call Take Over Procedures FCC Rule Protocol & process flow and Voice-TTY ASCII VCO VCO-VCO HCO VCO-TTY & TTY-VCO Customer Service Functions Language Services Procedures Transparency Non-Emergency Calls 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 STS STS Introduction & History STS Description Disabilities Characteristics of STS users Stereotypes Clarifying Phrases Phrases to Avoid STS Phone Image STS Agent Tools Consistency Patience Ask Yes/No Questions No Personal Conversation Phrases STS Alphabet Transparency/Call Control/ Confidentiality Ways to Reduce/Streamline Standard Abbreviations (STS) 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 Relay Traps Perception Ways to Reduce Stress Hospitality Phrases Healthy Relay Introduction Objectives Ergonomics Stretching Exercises Reinforcement Ergonomic Review Setting up Workstation GUAM - Get Up and Move Ergonomic Relief Slowing the Customer Down Overtime Relaxation