People with speech disabilities 2LHCO Intro “S” Non-Branded HCO Two-Line HCO Procedure Branded HCO Reverse Two-Line HCO HCO with Privacy HCO Variations HCO No Answer Inbound requests VCO/HCO HCO Busy HCO User Requests to HCO-Voice Answering Machine Customer Enhanced Customer Database Profile Customer Profile Introduction Database Household Profile Use/Edit/New/Delete Customer Profile Edit Household Profile Verify Customer Password for Agent Navigating Customer Database Verify Customer Password CSR Only – Household Profile Panels Customer Profile Panels Frequently Dialed Numbers Personal Information Preferences Notes Restrictions Frequently Dialed #s Blocked Emergency #s Emergency Numbers STS STS STS Messages STS Messages Database Profile Macros Directory DA Intro Call Processing -- Calling from International Assistance (DA) Interstate DA Number Intrastate DA Sprint International Variations Automated DA Non-Standard TTY DA City & State Given; Area Code Unknown Answered Foreign Language DA Variations Transfer Menu International Transfer Menu 900 # Call Processing Call Processing -- Calling Intl 211/311/511 Requests Device-to-Device Device to Device VCO-HCO & HCO-VCO Calls Function Keys & Banner Messages HCO-HCO VCO-TTY & TTY-VCO Device to Device Variations VCO-VCO Alternate Call Type reaches recording TTY-HCO & HCO-TTY Call Processing Operator information Request for Length of Call Variations Area Code Only In From Number T-V Call & V Requests Supervisor Call Backs for Conversational Flow TTYs Static or Poor Connection Multiple Profanity towards Agent Sensitive Topics Redialing Suicide Young Children Abuse Inbound Does Not Connect Illegal Calls 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 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
People with speech disabilities “S” Non-Branded HCO Branded HCO HCO with Privacy HCO No Answer HCO Busy HCO-Voice Answering Machine 2LHCO Intro Two-Line HCO Procedure Reverse Two-Line HCO HCO Variations Inbound requests VCO/HCO HCO User Requests to Customer Database Enhanced Customer Database Profile Household Profile Edit Household Profile Navigating Customer Database Household Profile Panels Frequently Dialed Numbers Preferences Restrictions Blocked Emergency Numbers STS STS Messages Customer Profile Introduction Use/Edit/New/Delete Customer Profile Verify Customer Password for Agent Verify Customer Password – CSR Only Customer Profile Panels Personal Information Notes Frequently Dialed #s Emergency #s STS STS Messages Database Profile Macros Directory Assistance (DA) DA Intro Interstate DA Intrastate DA Automated DA DA City & State Given; Area Code Unknown DA Variations International Transfer Menu Call Processing -- Calling Intl Call Processing -- Calling from International Number Sprint International Variations Non-Standard TTY Answered Foreign Language Transfer Menu 900 # Call Processing 211/311/511 Requests Device-to-Device Calls Device to Device Function Keys & Banner Messages VCO-TTY & TTY-VCO VCO-VCO TTY-HCO & HCO-TTY VCO-HCO & HCO-VCO HCO-HCO Device to Device Variations Alternate Call Type reaches recording Call Processing Variations Operator information Area Code Only In From Number 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 Three-Way Calling Hard of hearing customer Answers TTY Line Spanish Calls to Spanish Speaking Agents Request for Alternate Language Request for Length of Call T-V Call & V Requests Supervisor Call Backs for TTYs Multiple 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 TTY Message on Answering Machine Recordings Regional 800 TTY Requests “Dial That Number”
AR%20FCC%20Re-Cert%202018Final.docx