10. In the rare case of an E911 routing error, the CA will fill out a technical “trouble ticket” for additional investigation. Back up Procedures Through their contract with Sprint, Relay Utah has access to an upgraded PSAP solution that has proven extremely accurate, resulting in few instances of PSAP routing errors. In many instances, two numbers are provided for each rate center. If one of the numbers fails, the second number is dialed. In the event that a valid number is not available, the CA will contact Directory Assistance for support. CapTel Emergency Calling When calling 911 a one-line CapTel phone, the call is processed in the same way as a 911 call processed when using a standard telephone. The CapTel phone automatically converts to a Voice-Carry-Over (VCO) phone and dials 911 directly. (The CapTel Call Center is not engaged in processing 911 calls.) The CapTel phone will display the typed responses from the PSAP and the caller will use their voice to communicate with the PSAP. The user will be connected to the proper 911 Center in the least amount of time and the telephone number (ANI) will automatically be passed to the 911 Center. The 911 system renders the appropriate emergency response. Two-Line CapTel Emergency Calling Because Two-Line CapTel uses separate voice and data connections, it offers the most efficient way to access Emergency Services via 911 response Centers. The Two-Line CapTel user is connected directly to 911 on a standard voice connection. The captions are connected on the second line. This procedure means that the call is connected in the fastest time, to the most appropriate 911 Center every time, with a reliable voice grade connection and with full speed captions. Training and Support Materials Relay Utah CAs and Supervisors receive in-depth training on all emergency processes and procedures. This training is reinforced through on-going refresher training where Call Center staff must demonstrate knowledge and proficiency of Emergency processes and procedures. Supervisors or Operations Administrators are available 24/7/365 to assist CAs when an emergency call occurs. CAs also have immediate access to call processing steps via an online help screen and position reference guide. Variations There are many things that can happen during an emergency call, which require immediate action outside traditional call processing. The following processes were established for many of these “variations” to guide CAs and the Call Center staff on how to proceed: Caller Disconnects Before Connecting to 911 Center
Bar Banner Conversation Area Disconnect Message Status Color Scheme Agent Text Transmission Cancel Key Information Bar Profile Help Call Type Arrow Keys Backspace Error Correction Function Single Word Edit Function Word Substitution Feature Macros Table Ctrl-Function Keys Glossary of Telephony Terms Background Noises Voice Tones/Descriptive Words Standard Abbreviations Phone Image (Tone of Voice) Professional Image How phone image is created Provide warm & friendly greeting Conversational Tone Inflection Audibility & breath control Pitch Quality Operator Role Role Relay Skills Conversational Flow Staying focused Listening skills Customer service skill Coping skills Phrases Background Noises Tones/Descriptive Words Voice Person Speaking in Third Person Pacing the Voice Customer Brief pacing phrases Repeating information Voice Customer does not say "GA” Handling Interruptions Tone How Phone Image is Created Why Conversational Tone? Transparency, Caller Control & Confidentiality Rudeness Create an Exceptional Customer Experience Announce Closing Suggested Redirect Phrases Transparency & Caller Control TTY-Voice & Voice-TTY TTY to Introduction Connecting to outbound customer Announcement Explanation of service Deaf or Hard-of-Hearing Explanation International Announcement TTY-Voice Procedures TTY-Voice Specific Person Request Variations Specific Person Request Answered TTY Voice Person Not Available TTY-TTY Call Release TTY-Voice Answer TTY (TTY-TTY) TTY-TTY Specific Person Request TTY-Voice No Answer of Busy Signals Redialing TTY-Voice Busy Signals Regional 800 Voice-TTY Voice-TTY Introduction Connecting to the outbound customer Voice Greeting call progress Announcement Voice-TTY call (Hearing Person Answer) Explanation of service Voice-TTY Procedures Voice-TTY Specific Person Request Voice-TTY Answered Voice Voice-TTY No Answer Busy Signal Branding Inbound Answer Type Branding Database Branding Branding procedures Recordings, Answering Machines, Pagers, & Answering Machine Retrieval (AMR) Introduction Recording Feature Information Line Recording (TTY/ Voice) Touch Tone Dialing Using Touch Tones (TTY/Voice) text interaction Variations for Recordings Record Feature Tips TTY-Voice Recordings TTY-Voice Recording Information TTY-Voice Answering Machine AMR TTY-Voice Pager/Beeper (known) TTY-Voice Pager/Beeper (unknown) Voice-TTY Pager Voice-TTY Answering Machine Recording Variations Voice Mail System Privacy Manager/Call Intercept Automatic Redial System Recordings Switchboards Redialing Voicemail through Switchboard Asking for Specific Person
Profanity towards Agent Redialing Children Inbound Does Not Connect Inbound ASCII Tone Judgments Repeating Information Restricted Calls Two calling from numbers LEC Service Office 611/811 Double Letters Call Waiting Feature Conference Calls Party Line Calls Three-Way 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 Hangs Up During Call Non Standard TTY Capability Relaying Internet Characters TTY User Does Not Type GA Dispatch – Pizza, Taxi, etc. Customer Referral Guidelines V-T Calls answered by Fax Customer Requests Holding for Inbound prior to out dial Request for Company Information Request for M/F Agent Request Specific Agent Agent Knows Customer Request for 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 Sensitive Topics Suicide Illegal 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 Leave 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 Recorded Dial Number from Recorded Announcement VCO Conference Calls 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 TTY-Voice and Voice-TTY 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 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 Intro 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 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 Notes Standard Abbreviations (STS) STS-Voice Voice-STS STS VCO-Voice Voice-STS VCO (TTY answer) 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 Reinforcement Ergonomic Review Setting up Workstation GUAM - Get Up and Move Ergonomic Relief Slowing the Customer Down Overtime Relaxation 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 Trust 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 Written tests Side by side evaluations Typing Acceptable Time Frame Acceptable Is Relative Ways to “Coach” Feedback Maintain Self-esteem & Motivate Pass/Fail Guidelines Introduce Assessment Form Form Set-Up Introduction to Diversified Culture Introduction to Diversified Culture Diversification Who Uses Relay Understanding Our Customer Special Communication Needs Pathological vs. Cultural View of Deafness Why is there Deaf Culture? What Do You Know About Deafness Myths About Deafness Two Views of Deafness Loudness Levels Characteristics of Deafness The Deaf Community Deaf Heritage History in Europe History in North America Alexander Graham Bell Edward Miner Gallaudet Oral/Combined Debate Timeline of Deaf History The Deaf Community Introduction to the Deaf Community National Association of the Deaf Contributions to Society Mainstreamed Schools Sign Language Interpreters Different Communication Systems Exposure to English American Athletic Association of the Deaf National Theatre of the Deaf Assistive Devices Gaining Acceptance in the Deaf Community Changes in the Deaf Community Working with a Sign Language Interpreter Interpreting Standards
Tally Date of Complaint Nature of Complaint Date of Resolution Explanation of Resolution 1 09/11/15 Voice person stated that they work at a hospital and call into Relay once a month to test their TTY. Voice person has provided the number to dial to a TTY, voice person said the agent told her she would have to contact the customer service and hung up on her. Voice person stated that she does not appreciated being hung up on. Assistant Supervisor apologized for the incident. Customer does not want a follow up. 09/11/15 Supervisor coached the agent on proper procedure with this particular type of call. 2016-2017 Complaint Tracking for UT (06/01/2015-05/31/2017). Customer Contacts: 0 None to report Appendix I – FCC’s 2013 TRS Recertification Approving Utah Appendix J - Legislation Establishing TRS in Utah 1. The Public Service Commission of Utah initiated the Relay Utah program in 1987 with the goal to provide telecommunication access and equipment to deaf, hard of hearing and speech impaired individuals. Utah Code Title 54-8b-10 outlines the surcharge to provide TRS Services and telecommunication devices for deaf, hard of hearing, and speech impaired individuals. Utah Code 54-8b-15 outlines the Universal Public Telecommunications Service Support Fund. Rule 746-343. Rule for Deaf, Severely Hearing or Speech Impaired Person. This rule is to establish a program as required in Section 54-8b-10 which will provide telecommunication devices to certified deaf, or severely hearing or speech impaired persons, who qualify under certain conditions, and to provide a dual relay system using third party intervention to connect deaf or severely hearing or speech impaired persons with normal hearing persons by way of telecommunication devices. 2. The Utah Division of Public Utilities is the fund administrator. If the Division is unable to fulfill that responsibility, the administrator, who must be a neutral third party, unaffiliated with any fund participant, shall be selected by the Commission. (See Rule 746-360-3).