Caller Types in Alternate Language Recording with 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 Calls Pizza, Taxi, etc. Conversation Being Recorded – Customer Referral Guidelines Dial Number from Recorded Announcement V-T Calls answered by Fax VCO Customer Requests Conference Calls Holding for Inbound to out dial Relay Number Request for Company Information Mail Retrieval Request for M/F Agent VCO Types & Voices Request Specific Agent Prompting Agent Knows Customer Data Transmission Box Request for Relay Number Prompting VCO on Hold Customer Requests to Call 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 ASCII 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 Federal FedRelay 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 Consistency STS-TTY Patience Non-branded HCO-STS Ask Yes/No Questions STS-HCO No Personal Conversation STS Hold Message
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 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 Service Request for Calling From Number Request Telephone Number Referral Request for Date/Time User Requests Agent to Modify Call 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 Relay Number 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 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 Federal Service FedRelay 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 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 STS-TTY Non-branded HCO-STS STS-HCO STS Hold Message
AR%20FCC%20Re-Cert%202018Final.docx