Interpreter Job Aid

APA Feature

Summary
The Additional Person Anytime (APA) feature allows the client and the interpreter to add or
remove one or more additional persons during the call. This is possible only for clients who
have normal or enabled service APA service accounts. The APA feature will not function for
clients with disabled APA accounts.

This job aid reviews how to:

 Communicate the appropriate script to clients with disabled APA accounts
 Add an additional person or multiple additional persons to the line
 Disconnect an additional person or multiple additional persons from the line

Do I have to state these protocol job aid scripts verbatim?

Disabled APA Account: Yes, you must state the APA Feature: No, you do not have to state the
Disabled APA Accounts protocol script verbatim. APA Feature protocol script verbatim.

Can I modify these protocol job aid scripts?

Disabled APA Account: No, modifications to this
protocol script are not permitted.
Failure to state this protocol job aid script
verbatim may result in a Needs Improvement
(NI) rating.
APA Feature: Yes, the APA Feature protocol
script may be modified as long as the
interpreter covers each point on the process
tree. It is important to follow the client’s lead
and use common sense and professionalism.

Script for Clients with Disabled APA Accounts

“Additional party conferencing is not available on this account. Please contact your
management for additional assistance."

Add an Additional Person or Multiple Additional Persons to the Line

The client may connect one or more additional persons to the call by taking the following
steps:
 Press “*8” on the phone key pad. This will invoke the APA feature.
 The client will then be prompted to enter the additional person’s phone number while
the interpreter hears hold music.
 The client will be returned to the call and a prompt will be heard to press “*1” on the
phone key pad to add the additional person.
 The interpreter and the client will hear silence until someone answers or a status
message plays.
 To connect another additional person to the call, the same steps as above will be
repeated. This may be done up to 4 times.

Interpreter Job Aids – APA Feature (All Languages) Page 1

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 Important Note
Before the additional party is added to the line, ask the client for the following information:
 The name of the person they need to speak with (you will ask for this person when
someone answers the other line).
 If they want to leave a message should the additional person not be available or an
answering machine picks up. Write down the message.
Once the correct person is on the line, in his or her language deliver the pre-session and
introduce the client.

If the client requests that you add an additional person to the call, follow these
steps:
 Ask the client for the additional person’s contact information:
1. The additional person’s name
2. The additional person’s phone number, beginning with the area code
o If the phone number appears to be an international number:
 Ask in what country the additional person is located
 Ask for the additional person’s country code and the rest of the
number
 Ask the client if they want to leave a message if the additional person is not available
or an answering machine picks up the call. Write down the message.
 Ask the client who you should say is calling, in preparation for your introduction of the
client to the LEPP.
 Press “*8” on the phone key pad. This will place the client on hold and you will hear
prompts. Follow the prompts to enter the information you gathered above. You can
provide the information verbally or enter it using the phone key pad.
 Once the additional person’s information has been entered and confirmed, you will be
returned to the call with the client.
 Inform the client that you will now add the additional person. Press “*1” to complete
the connection.
 You and the client will hear silence until someone answers or a status message plays.
 To connect another additional person to the call, repeat the same steps as above. This
may be done up to 4 times.

Disconnect an Additional Person or Additional Persons from the Line

To disconnect an additional person from the call, the client or interpreter may:
 Ask the additional person to disconnect - or -
 Dial “*3” to forcibly disconnect the last person who was added to the call.
 If more than one person was added to the call, by dialing “*3” you can disconnect
them one at a time in order of last to first.

Important Note
After an additional person has been disconnected, new additional persons may be
added to the line without disconnecting with the client.

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Script for Adding an Additional Person to the Call
When the client requests that you add an additional person use the following script:

To the client:
1. “[Sir, Ma’am], What is the additional person’s name?” [Obtain answer]

2. “What is the additional person’s phone number, beginning with the area code?”
[Obtain answer]
a. Only state if applicable: [If the phone number appears to be an
international number] “In what country is the additional person located?”
[Obtain answer]
b. Only state if applicable: [If located outside of the U.S. or Canada]
“What is the additional person’s country code and the rest of the number?”
[Obtain or verify answer]

3. “If there is an answering machine, would you like to leave a message?”

[Obtain answer, if yes] “What would you like the message to be?”

4. "Once the additional person is on the line, who should I say is calling?"

5. “Once the additional person is on the line, may I introduce myself?"

6. “Please stand by while the interpreter dials the additional person’s contact
number.” [Press “*8” and follow prompts to enter the additional person’s
information]

7. “[Sir, Ma’am], the interpreter will now connect you.” [Press “*1” to complete
the connection]

To the LEPP:
8. [Translate to your other working language]: "Good morning/afternoon, may
we speak with [additional person's name]?" [Obtain answer]

9. Once you have the appropriate LEPP on the line, state your Pre-Session to the LEPP
and introduce the English-speaker.

Alternate Scenarios:
10. If there is no answer: let the English-speaker know and state the Post-Session.
11. If you reach an answering machine, in your other language:
a. State who the message is for
b. State who the message is from
c. State the complete message
d. Disconnect the additional person's line by pressing *3
e. State the Post-Session
Important Note
Once there is a connection, the Additional Person Anytime option may be used
again on the same call (up to 4 additional connections).

Interpreter Job Aids – APA Feature (All Languages) Page 3

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 International Country Code Dialing List and Information
Summary
If the additional person the client is trying to reach is located outside of the U.S. or
Canada, ask them for the country code and rest of the number (along with the name of
the person they need to speak with and whether they want to leave a message) before
pressing *8.

011 is the exchange that generally needs to be dialed to get an international outside
line; however, with our system, the 011 does not need to be entered. If the
international option is chosen in the *8 prompts, our system knows to automatically
dial the 011.

Countries each have a unique country code exchange that usually contains between one
and five digits. To determine if the country code is already a part of the phone number
the client has provided, refer to the country code list attachment (the regions are listed
alphabetically along with their corresponding country code). If the country code is
already contained in the string of numbers, exclude these digits when it is time to enter
the rest of the number.

Here is an example of an international number for Russia:

Country
Code The rest of the number
7 413 22 424 81

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Steps to Follow for International Additional Person Anytime Option Dialing

After *8 is pressed to activate the Additional Person Anytime Option prompts, follow
the actions in bold after you are given the specific prompts.

Prompt: “To make a call to another phone number and add an additional person, press
1.”
 Press 1.

Prompt: “To call a phone number in the US or Canada, press 1. To call a number in any
other country press 2.”
 Press 2.

Prompt: “Please enter the country code of the person you are trying to reach.”
 Enter the country code for the country the person is trying to
reach. Refer to the country code list if necessary.
 DO NOT ENTER 011 (this will automatically be dialed).

Prompt: “Please enter the rest of the phone number of the person you are trying to
reach followed by the pound key.”
 Enter the rest of the number as provided, followed by the # key.

Listen to and follow the rest of the prompts to complete the additional Person Anytime
Option.

If you have any questions about this information, please contact your Supervisor.

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 Alphabetical country Code List
Code Country / Region Code Country / Region
93 Afghanistan 57 Colombia
355 Albania 269 Comoros & Mayotte Island
213 Algeria 243 Congo, Dem. Rep. of (former Zaire)
684 American Samoa 242 Congo, Republic of
376 Andorra 682 Cook Islands
244 Angola 506 Costa Rica
672 Antarctica 225 Côte d'Ivoire (Ivory Coast)
54 Argentina 385 Croatia
374 Armenia 53 Cuba
297 Aruba 599 Curaçao
247 Ascension Island 357 Cyprus
61 Australia & Cocos-Keeling Islands 420 Czech Republic
43 Austria 45 Denmark
994 Azerbaijan 246 Diego Garcia
domestic
Bahamas 253 Djibouti
call
973 Bahrain 767 Dominica (Not Dominican Republic)
domestic
880 Bangladesh Dominican Republic
call
375 Belarus 670 East Timor
32 Belgium 593 Ecuador
501 Belize 20 Egypt
229 Benin 503 El Salvador
975 Bhutan 44 England
591 Bolivia 240 Equatorial Guinea
387 Bosnia & Herzegovina 291 Eritrea
267 Botswana 372 Estonia
55 Brazil 251 Ethiopia
673 Brunei Darussalam 500 Falkland Islands (Islas Malvinas)
359 Bulgaria 298 Faroe (Faeroe) Islands
226 Burkina Faso 679 Fiji Islands
95 Burma, formerly (now Myanmar) 358 Finland
257 Burundi 33 France
855 Cambodia 596 French Antilles (incl. Martinique)
237 Cameroon 594 French Guiana
domestic
Canada 689 French Polynesia
call
238 Cape Verde Islands 681 Futuna Islands
236 Central African Republic 241 Gabon Republic
235 Chad 220 Gambia
64 Chatham Islands 995 Georgia
56 Chile & Easter Island 49 Germany
86 China (Peoples Republic Of) 233 Ghana
61 Christmas Island 350 Gibraltar
61 Cocos-Keeling Islands 44 Great Britain

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 Code Country / Region Code Country / Region
30 Greece 265 Malawi
299 Greenland 60 Malaysia
590 Guadeloupe 960 Maldives
domestic
Guam 223 Mali Republic
call
5399 Guantanamo Bay 356 Malta
502 Guatemala 692 Marshall Islands
224 Guinea 596 Martinique
245 Guinea-Bissau 222 Mauritania
592 Guyana 230 Mauritius
509 Haiti 269 Mayotte Island
387 Herzegovina 52 Mexico
504 Honduras 691 Micronesia (Federal States of)
852 Hong Kong 508 Miquelon
36 Hungary 373 Moldova
354 Iceland 377 Monaco
91 India 976 Mongolia
62 Indonesia 382 Montenegro
98 Iran 212 Morocco
964 Iraq 258 Mozambique
44 Ireland, Northern 95 Myanmar (Formerly Burma)
353 Ireland, Republic of 264 Namibia
972 Israel 674 Nauru
39 Italy and Vatican City 977 Nepal
225 Ivory Coast 31 Netherlands (includes Holland)
81 Japan 599 Netherlands Antilles (Curaçao)
962 Jordan 687 New Caledonia
7 Kazakhstan 64 New Zealand (Chatham Islands)
254 Kenya 505 Nicaragua
686 Kiribati 227 Niger Republic
850 Korea, North 234 Nigeria
82 Korea, South 683 Niue
965 Kuwait 850 North Korea
996 Kyrgyz Republic (Kyrgyzstan) 44 Northern Ireland
856 Laos 47 Norway
371 Latvia 968 Oman
961 Lebanon 92 Pakistan
266 Lesotho 680 Palau, Republic of
231 Liberia 970 Palestine
218 Libya 507 Panama
423 Liechtenstein 675 Papua New Guinea
370 Lithuania 595 Paraguay
352 Luxembourg 51 Peru
853 Macao (Macau) 63 Philippines
389 Macedonia 48 Poland
261 Madagascar 351 Portugal

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 Code Country / Region Code Country / Region
239 Principe 963 Syrian Arab Republic (Syria)
domestic
Puerto Rico 886 Taiwan
call
974 Qatar 992 Tajikistan
262 Réunion Island 255 Tanzania (and Zanzibar)
40 Romania 66 Thailand
7 Russia & Kazakhstan 228 Togolese Republic (Togo)
250 Rwanda, Republic of 690 Tokelau
378 San Marino 676 Tonga Islands
239 São Tomé and Principe 216 Tunisia
966 Saudi Arabia 90 Turkey
44 Scotland 993 Turkmenistan
221 Senegal Republic 688 Tuvalu
381 Serbia, Montenegro 256 Uganda
248 Seychelles (Islands) Republic 380 Ukraine
232 Sierra Leone 971 United Arab Emirates (UAE)
65 Singapore 44 United Kingdom
421 Slovak Republic (Slovakia) 598 Uruguay
386 Slovenia 998 Uzbekistan
677 Solomon Islands 678 Vanuatu, Republic of
252 Somali Democratic Republic (Somalia) 39 Vatican City
27 South Africa 58 Venezuela
82 South Korea 84 Vietnam

34 Spain 808 Wake Island

94 Sri Lanka 44 Wales

290 St. Helena 681 Wallis & Futuna Islands (Uvea)
508 St. Pierre & Miquelon 685 Western Samoa
249 Sudan 967 Yemen, Republic of
Yugoslavia, former Republic of (incl.
597 Suriname 381
Serbia, Montenegro)
268 Swaziland 260 Zambia
46 Sweden 263 Zimbabwe
41 Switzerland

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 Script for Clients with Disabled APA Accounts
“Additional party conferencing is not available on this account. Please contact your management for additional
assistance."

Script for Adding an Additional Person to the Call

To the client:
1. “[Sir, Ma’am], What is the additional person’s name?” [Obtain answer]

2. “What is the additional person’s phone number, beginning with the area code?” [Obtain answer]
a. Only state if applicable: [If the phone number appears to be an international number] “In what
country is the additional person located?” [Obtain answer]
b. Only state if applicable: [If located outside of the U.S. or Canada] “What is the additional person’s
country code and the rest of the number?” [Obtain or verify answer]

3. “If there is an answering machine, would you like to leave a message?” [Obtain answer, if yes] “What would
you like the message to be?”

4. "Once the additional person is on the line, who should I say is calling?"

5. “Once the additional person is on the line, may I introduce myself?"

6. “Please stand by while the interpreter dials the additional person’s contact number.” [Press “*8” and follow
prompts to enter the additional person’s information]

7. “[Sir, Ma’am], the interpreter will now connect you.” [Press “*1” to complete the connection]

Interpreter Job Aids – APA Feature (All Languages) Page 9

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To the LEPP:
8. [Translate to your other working language]: "Good morning/afternoon, may we speak with [additional
person's name]?" [Obtain answer]

9. Once you have the appropriate LEPP on the line, state your Pre-Session to the LEPP and introduce the English-
speaker.

Alternate Scenarios:
10. If there is no answer: let the English-speaker know and state the Post-Session.
11. If you reach an answering machine, in your other language:
a. State who the message is for
b. State who the message is from
c. State the complete message
d. Disconnect the additional person's line by pressing *3
e. State the Post-Session

Interpreter Job Aids – APA Feature (All Languages) Page 10

© 2017 Copyright. CyraCom International, Inc. All rights reserved. (rev. 06.05.2017)
Produced by the Quality and Development Department