Professional Documents
Culture Documents
LANGUAGE LINE SOLUTIONS 02-13-24 InterpreterConnect (IC) User Guide
LANGUAGE LINE SOLUTIONS 02-13-24 InterpreterConnect (IC) User Guide
InterpreterConnect provides a state-of-the-art and reliable system to ensure that we provide the best
experience possible for our Clients and Interpreters. InterpreterConnect will allow you to connect with the
Client and the Limited English Proficient (LEP) caller via any device (cell phone, tablet, or PC) in the most
effective way possible, allowing you to process the call quickly and efficiently.
NOTE: All images displayed in this guide may not reflect all the possible variations and/or devices that
may be displayed when you answer a call.
Learning Objectives
At the end of this course, you will be able to identify the following:
• Logging in, logging out, and set status for Breaks or Lunch.
• Receiving calls and greeting the Client.
• Performing dial-outs.
• Transferring for Assistance.
Listening
Calls can come in from different sources. Your key to success will be to listen to instructions from the
Client or Customer Agent before taking any action.
Note for Contractors: Not all of the functionalities in InterpreterConnect will apply or be available.
• PC or laptop devices:
o The layout will vary depending on the size of the browser window and will dynamically
change if the window is resized.
• Tablets:
• Mobile:
o The display view is specific to a mobile device in portrait orientation.
Portrait View
Landscape View
Notes:
• It is not recommended to use landscape view for smaller tablets and mobiles as it will not display
a full screen.
• All images in this guide are in portrait view.
8. You will receive a confirmation message, “PIN has been successfully reset”. The new 6-digit PIN
will be used to log in to both the Interpreter Portal and InterpreterConnect.
1. ENTER the following URL in 2. ENTER your 6-digit Interpreter 3. CLICK Login. The system
will prompt you to
the web browser: ID number and the temporary
change your PIN.
https://interpreterconnect. default PIN 12345.
myllsworld.com
10. You will receive a confirmation message, “PIN has been successfully reset”. The new 6-digit PIN
will be used to log in to both the Interpreter Portal and InterpreterConnect.
If you forgot your PIN, or are unable to log into InterpreterConnect, contact the Interpreter Help Desk (IHD)
at 1-800- 874-0271 for assistance or contact your local support team.
1. ENTER the following URL in 2. ENTER your 6-digit Interpreter 3. CLICK “Login”.
the web browser: ID number and PIN.
https://interpreterconnect.
myllsworld.com
The 2-Factor Authentication ensures that only authorized users (you) can log into your account.
This is required:
• Anytime you log in using a NEW device.
• After you clear your browser’s cache.
• When it has been more than 30 days since your last login.
After the initial verification, you will only need your ID and PIN to log in. You will be prompted to enter the
verification code sent to your Rackspace email for identity verification. The code expires within 30 minutes.
NOTE: If you have already successfully logged into your device you may skip these steps and proceed to
step 7 on the next page.
4. STOP here. LOG IN to 5. FIND the verification code 6. ENTER the verification
Rackspace for the in your Rackspace email. code in your device and TAP
verification code. “OK”.
7. The Login process 8. You are now logged in. 9. TAP “Available”. 10. You are
will automatically TAP “Unavailable” in the “Available” to take
resume. State Bar. calls.
• The system will provide an error message according to the reason for failure.
Receive a Call
Calls can come in based on business needs. Continuous mode is the setting in which most calls will
come in. However, you still need to be familiar with Per-Call mode which you can switch to depending on
business needs. There are slight differences between the two modes so you will need to be aware of the
two modes to process calls effectively.
• You may be prompted to allow notifications depending on the device and browser you are using.
• You should always allow notifications.
iOS:
• TAP “Allow”
Android:
• TAP “Allow”
o You will only be prompted TAP “Allow” on the first call, the first time you log in on a new
device.
Greeting
✓ GREET the Client by reading the script exactly as it is displayed on the
screen.
✓ The greeting will contain your first name, Interpreter ID, and Language.
✓ The branding in the greeting will change with each call depending on the
Client.
“I am proud to serve you. This call may be monitored for training and quality assurance purposes.”
✓ When you hear a “whisper prompt” notifying you not to use the disclosure statement.
✓ For the following Clients: 911 (US) / 999 (UK), FEMA (Federal Emergency Management Agency),
USCIS (United States Citizenship and Immigration Services), Court, Citibank.
Important notes:
✓ Calls are ONLY being monitored; NOT recorded. DO NOT confuse recorded for monitored.
✓ This disclosure does not replace any other medical or legal disclosures that are required for
specific industries. You need to follow what is displayed on your screen and the instructions
provided by the Client. You must say this one AND any other required disclosure.
Alert Note
The Alert Note has special instructions from the Client on how to proceed with the call such as information
on what to do in certain situations, restrictions related to dial-outs, or anything you need to know to process
the call successfully. Read the Alert Note as soon as you receive the call and follow the instructions. Please
note not every client call will display an Alert Note.
Mute: TAP the “Mute” button. A backslash line (\) Unmute: TAP the “Mute” button to remove the backslash
on the mute button will indicate you are muted. The line (\). Once the backslash line (\) is removed you will be
Client and LEP will NOT be able to hear you. unmuted. The Client and LEP will be able to hear you again.
Banner
The banner(s) is a visual reminder that data needs to be collected before you start interpreting.
Red
Data Collection is Required. The banner
will turn green once the data collection
questions have been successfully
answered.
Green
Data Collection is Complete. You may
proceed with the interpretation.
o READ the data entry hints next to each data field (if any).
o Pay attention to the Alert Note for any additional instructions related to the data
collection questions.
o The data collection questions will gray out after they have been answered.
N/A Checkbox
Use this option when the Client is unable or unwilling to provide the information requested.
The N/A checkbox will NOT be available for questions that require a mandatory answer.
If the Client is unable or unwilling to provide the answer and the question requires a mandatory answer,
you can use the following script:
“Unfortunately, without the proper answer to the Data Collection question(s) required by your organization,
I cannot proceed, but if you call us back with the requested information, we will be happy to assist you."
Dial-Outs
Proceed to offer a dial-out on every call unless there is a restriction indicated in the Alert Note. You can
place domestic and international dial-outs using InterpreterConnect.
“Is your customer with you or do you need me to call them for you?”
There are 2 types of dial-outs you can make for our Clients: single dial-out or multiple-party dial-out.
1. A Single dial-out is when you are calling one person to be added to the existing call with you and the
Client.
2. A Multiple-party dial-out is when you need to add multiple people to the same call with you and the
Client.
Placing a Dial-Out
Gather any information from the Client that you need to relay to the party who may be answering or
voicemail message, if applicable. Say to the Client, “Please hold for your dial-out”.
1. TAP the “dial-out” field. 2. ENTER the number 3. The Client is placed on hold 4. All parties have been
exactly as provided by the and the dial-out takes place. connected.
Client and TAP “Dial”.
You can process as many single dial-outs as the Client needs on a call. For example, A Client calls and
notifies you he needs to contact 4 different patients separately. The Client will provide you with the phone
number and information for each patient.
Follow these steps when the Client is requesting dial-outs to different LEPs on the same Client call:
1. Dial out the number provided by the Client and follow instructions.
2. TAP the red phone to disconnect when the call ends.
3. Continue to follow the instructions provided by the Client for each
dial-out needed.
1. TAP the “dial-out” 2. ENTER the number 3. The next dial-out automatically
field and DELETE the exactly as provided by the conferences in the individual to the call.
phone number. Client and TAP “Dial”.
You can drop a party from the call upon a Client request.
Dial-Out Failed
You may encounter a dial-out failed message when you are not able to successfully perform a dial-out. An
error pop-up will display the reason according to the issue.
1. TAP “OK” and inform the Client you are unable to process the dial-out.
A warm transfer allows you to provide details about the Client’s situation to the Customer Agent (CA)
while the Client is still on hold. This provides your colleague with the information needed to better assist
the Client as soon as you complete the transfer.
You will need to transfer the Client to a Customer Agent (CA) if:
• The Client needs an Interpreter for a different language.
• The Interpreter is experiencing technical issues with the system but is still able to use the transfer
function.
• The Client has a request for something other than interpretation, such as billing questions,
supervisor/commendations, renew contract, and other services offered by LanguageLine.
4. Once the Call Agent answers the call introduce yourself by using the following script:
o This is (your name), (language) interpreter. I’m transferring a call to you because it
is for a different language, needs the opposite gender, has billing questions, etc.
5. TAP “Transfer”.
1. TAP “More”.
2. TAP “End Call”. 3. TAP “OK”. TAP “Cancel” if you do
not want to disconnect the call.
Your State will be Red, Yellow, Green, or Blue to reflect your current state.
State Change
Categories Sub-Categories
• Received a call and nobody was there
1. Problems at the start of the call • LEP Call
• Wrong language
• The Customer couldn’t hear me
• Static on the line
2. Audio or video problem
• Too much background noise
• Poor video quality
• Something else happened
3. It’s something else
• Report Safeguarding Concerns
• Call UNEXPECEDTLY ended mid-conversation
• Customer never returned from hold (followed hold time
4. Call ended mid-conversation
policy)
• Customer said they no longer needed interpretation
• Dial-out didn’t work at all
• Difficult Client or LEP
5. Did not service call
• Difficult Vocabulary or Terminology
• Test Call
Important Notes:
• Calls received only in the last 24 hours from the same device are listed to submit a Report Call. If
you would like to view the details of previously submitted call reports, this can be viewed in the
Interpreter Portal.
• You will not be able to submit reports during your Breaks or Lunch. The Report Call button is not
displayed while in an Unavailable state.
• If you receive a new call while you are in the process of submitting a call report, it will be
automatically submitted if you selected the call, the category was selected, and any additional
details were entered in the Comments section if required. If it’s not complete, the report will be
discarded.
4. TAP the main category you need 5. TAP the subcategory you need.
from the category list.
If you receive more than one message, the messages will appear in order of severity. The most critical
message will show first. TAP to “Dismiss” the current message and/or to view the next message.
Landscape View:
• The message will appear at any time while logged in.
Portrait View:
• The message will appear only while logged in and not on a call.
The following are the three levels to help you identify the importance of the message.
1. Informational = Blue
2. Warning = Yellow
• You can select the option to make yourself Unavailable while on a call. Once the ACW ends, your state
will be updated to your requested state, and you will not receive another call until you make yourself
Available again.
• The timer at the bottom of the tile shows how long you have been in the state that you selected so you
can make sure to be back on time after your break.
Break and Lunch are not applicable for contractors. Contractors must completely log out to take a break,
lunch, or stop taking calls.
To return from Break or Lunch, simply TAP the “state bar” when you return from Break or Lunch to make
yourself Available to continue to receive calls.
• To attend training.
Contractors can log out at the time they choose to end taking calls.
Note: You can TAP “Logout” while on a call. Once the current call ends, the logout process will complete
automatically.
Update Available
InterpreterConnect may display a pop-up notification “Update Available”. This notifies you there is an
update available. Follow the steps as displayed on the screen.
There are two scenarios in which you may get the Client’s voicemail:
1. The intent is to connect you and the LEP with the Client, but instead, you are connected to the
Client’s voicemail. Follow these steps:
o Inform the LEP that you’ve reached voicemail.
o Quickly interpret the voicemail message for the LEP.
o Obtain the LEP’s response.
o Leave the message IN ENGLISH on the Client’s voicemail.
o Inform the LEP that you have or have not been able to leave a message in English
and say goodbye to the LEP.
Note: You may have limited time to leave a message for the Client in English. It is important that you
leave some sort of actionable message in English for the Client. At a minimum, be sure to state the LEP’s
name and contact information in addition to the purpose of the call.
2. Client-specific Direct Response Call Flows. Some Direct Response call flows have been set up to
intentionally reach a voicemail account. Follow these steps:
o You receive a call and hear the whisper prompt with specific instructions on how to obtain
information from the LEP for the sole purpose of leaving a voice message.
o Follow the prompt instructions.
o Listen to the voice message for instructions on information needed.
o Obtain the information from the LEP.
o Interpret the message IN ENGLISH for the voicemail recording.
o Inform the LEP that you have or have not been able to leave a message in English
and say goodbye to the LEP.
Telehealth Calls
Telehealth calls are just another type of call where clients call using their preferred third-party
conferencing platform. You can receive this type of call through the InterpreterConnect system. There is
no change in how to process these calls, and they will come in as any other call.
If a Client advises you to hang up and call a different number, or join an external website to provide
interpretation outside of InterpreterConnect, DO NOT HANG UP and do not dial the other number or join
an external website provided. All calls and interpretation must be made through the InterpreterConnect
system on behalf of LanguageLine.