Conversational Flow T-V Call & V Requests Supervisor Call Backs for Static or Poor Connection TTYs Profanity towards Agent Multiple Calls Redialing Sensitive Topics Young Children Suicide Inbound Does Not Connect Abuse Inbound ASCII Illegal Calls Tone Judgments Answering Machines Repeating Information Hangs Up Before Message Left Restricted Calls Do Not Type Recorded Messages Two calling from numbers Answering Machine Full LEC Service Office Change Answering Machine Message 611/811 VCO Requests Leave Message 1st out dial Double Letters Leaving a Message V-TTY Ans V Call Waiting Feature Retrieving Messages from TTY V Answering Conference Calls Machine Party Line Calls TTY Screener Calling Request to Leave TTY Message on Answering Hard of hearing customer Answers TTY Line Machine Spanish Calls to Spanish Speaking Agents Recordings Request for Alternate Language Regional 800 Caller Types in Alternate Language TTY Requests That Number” “Dial Voice Customer Hangs Up During Call Recording with Option Variable Time Stamp Alternate Call Recording Reached Customer Misdialed Phrase English/Spanish TTY Customer Hangs Up During Call Pound Non Standard TTY Capability Touch Tone Phone Relaying Internet Characters Advertisements TTY User Does Not Type GA Do Not Type Recordings Dispatch Pizza, Taxi, etc. Get Live Person/Rep – Customer Referral Guidelines Conversation Being Recorded V-T Calls answered by Fax Dial Number from Recorded Announcement Customer Requests VCO Holding for Inbound prior to out dial Conference Calls Request for Company Information Leave Relay Number Request for M/F Agent Voice Mail Retrieval Request Specific VCO Types & Voices Agent Knows Customer Prompting Request for Relay Number Data Transmission Box Customer Requests to Call Relay Service Prompting VCO on Hold Request for Calling From Number Requests VCO/HCO Request Telephone Number Referral HCO Request for Date/Time Requests VCO/HCO User Requests Agent to Modify Call Alternate Call Type Recording Bridge Left Open Call Take Over FCC Rule VCO Procedures Protocol & process flow VCO-VCO 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
Conversational Flow Static or Poor Connection Profanity towards Agent Redialing Young 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 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 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 T-V Call & V Requests Supervisor Call Backs for TTYs Multiple Calls Sensitive Topics Suicide Abuse 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 Leave TTY Message on Answering Machine Recordings Regional 800 TTY Requests “Dial That Number” Recording with 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 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 Confidentiality Policy FedRelay Customer Information Requests
TRS%20State%20Certification%20Application%20Connecticut.docx