Profanity towards Agent Sensitive Topics Redialing Suicide Children Inbound Does Not Connect Illegal Inbound ASCII Answering Machines Tone Judgments Hangs Up Before Message Left Repeating Information Do Not Type Recorded Messages Restricted Calls Answering Machine Full Two calling from numbers Change Answering Machine Message LEC Service Office VCO Requests Leave Message 1st out dial 611/811 Leaving a Message V-TTY Ans V Double Letters Retrieving Messages from TTY V Answering Call Waiting Feature Machine Conference Calls TTY Screener Party Line Calls Request to Leave TTY Message on Answering Three-Way Calling Machine Hard of hearing customer Answers TTY Line Recordings Spanish Calls to Spanish Speaking Agents Regional 800 Request for Alternate Language TTY Requests That Number” “Dial Caller Types in Alternate Language Recording with Relay Option Voice Customer Hangs Up During Call Alternate Call Recording Reached Variable Time Stamp English/Spanish Customer Misdialed Phrase Pound TTY Customer Hangs Up During Call Touch Tone Phone Non Standard TTY Capability Advertisements Relaying Internet Characters Do Not Type Recordings TTY User Does Not Type GA Get Live Person/Rep Dispatch Pizza, Taxi, etc. Conversation Recorded – Customer Referral Guidelines Dial Number from Recorded Announcement V-T Calls answered by Fax VCO Customer Requests Conference Calls Holding for Inbound prior to out dial Relay Number Request for Company Information Voice Mail Retrieval Request for M/F Agent VCO Types & Voices Request Specific Agent Prompting Agent Knows Customer Data Transmission Box Request for Number Prompting VCO on Hold Customer Requests to Call Relay Service Requests VCO/HCO Request for Calling From Number HCO Request Telephone Number Referral Requests VCO/HCO Request for Date/Time Alternate Call Type Recording User Requests Agent to Modify Call Bridge Left Open Call Take Over FCC Rule VCO Procedures Protocol & process flow VCO-VCO TTY-Voice and Voice-TTY HCO VCO-TTY & TTY-VCO Customer Service Functions Procedures Language Services Transparency Non-Emergency Calls Network Failure Emergency Center Evacuation Emergency Call Emergency 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
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
Utah_FCC_Re-Cert_Template_Year_2018_Final_9-26-17-forCustomer.docx