Conference Calls Request to Leave TTY Message on Answering Party Line Calls Machine Recordings Three-Way Calling Regional 800 Hard of hearing customer Answers TTY Line TTY Requests “Dial That Number” Spanish Calls to Spanish Speaking Agents Recording with Relay Option Request for Alternate Language Caller Types in Alternate Language Alternate Call Recording Reached English/Spanish Voice Customer Hangs Up During Call Pound Variable Time Stamp Touch Tone Phone Customer Misdialed Phrase Advertisements TTY Customer Hangs Up During Call Non Standard TTY Capability Do Not Type Recordings Relaying Internet Characters Get Live Person/Rep Conversation Being Recorded TTY User Does Not Type GA Dial Number from Recorded Announcement Dispatch Calls – Pizza, Taxi, etc. VCO Customer Referral Guidelines Conference Calls V-T Calls answered by Fax Customer Requests Leave Relay Number Voice Mail Retrieval Holding for Inbound prior to out dial VCO Types & Voices Request for Company Information Prompting Request for M/F Agent Data Transmission Box Request Specific Agent Agent Knows Customer Prompting VCO on Hold Request for Relay Number Requests VCO/HCO HCO Customer Requests to Call Relay Service Requests VCO/HCO Request for Calling From Number Alternate Call Type Recording Request Telephone Number Referral Request for Date/Time Bridge Left Open User Requests Agent to Modify Call Call Take Over FCC Rule VCO Procedures Protocol & process flow VCO-VCO TTY-Voice and Voice-TTY HCO ASCII VCO-TTY & TTY-VCO Customer Service Functions Procedures Language Services Transparency Non-Emergency Calls Network Failure Emergency Center Evacuation Emergency Call Emergency Calls Intro TTY-Emergency TTY Call Release Procedures Emergency Services Internet-Emergency FCC Requirements Instant Messenger (IM) Emergency Emergency Call Processing Emergency Call Processing Variations Emergency Reporting Emergency Form TTY-Emergency Voice-Emergency Federal Relay FedRelay Intro FedRelay Confidentiality Policy Service FedRelay Announcement FedRelay Customer Information Requests FedRelay Service Explanation FedRelay Customer Contacts FedRelay Procedures FedRelay Reporting FedRelay call types STS STS Introduction & History Ways to Reduce/Streamline Notes STS Description Standard Abbreviations (STS) Disabilities STS-Voice Characteristics of STS users Voice-STS Stereotypes STS VCO-Voice Clarifying Phrases Voice-STS VCO (TTY answer) Phrases to Avoid Voice-STS VCO (VCO answer) STS Phone Image STS VCO -- 2 Line VCO STS Agent Tools TTY-STS
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 Calls – 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 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 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 Being Recorded Dial Number from Recorded Announcement VCO Conference Calls 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 TTY-Voice 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 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 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
FCC%20Re-Cert%20Year%202018.docx