Interpreter Job Aid

Additional Person Anytime (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. Your interpreter
center manager will provide you with a list of normal, enabled and disabled APA
clients.
This job aid will inform you 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

Communicate the Appropriate Script to Clients with Disabled APA Accounts

Refer to the updated list of normal, enabled and disabled APA clients to verify the
client’s status. If the client’s account is marked as “disabled”, read the following
script:

Script for Clients with Disabled APA Accounts

“Additional party conferencing is not available on this account per <name of
client> management request. Please contact your contact center manager 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.

Introduction to OPI – Job Aid – Additional Person Anytime Option Page 1

© 2011 CyraCom International, Inc. All rights reserved. (rev. 10.19.11)
 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 if
needed.
Once the correct person is on the line, in his or her language state that the client
is calling then deliver the pre-session.

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 country they are trying to reach
3. If the additional party is located in the U.S. or Canada, ask for the phone
number with the area code.
4. If they are located outside of the U.S. or Canada, ask for the country code
and rest of the number (refer to pages 4 - 9 of this job aid).
• 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 if needed.
• 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.

Introduction to OPI – Job Aid – Additional Person Anytime Option Page 2

© 2011 CyraCom International, Inc. All rights reserved. (rev. 10.19.11)
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.

Script for Adding an Additional Person to the Call

When the client requests that you add an additional person use the following script:

“[Sir, Ma’am], What is the additional person’s name? [Obtain answer]

“In what country is the additional person located?” [Obtain answer]
[If located in the U.S. or Canada]
“What is the additional person’s phone number, beginning with area code?”
[Obtain answer]
[If located outside of the U.S. or Canada]
“What is the additional person’s country code and the rest of the number?”
[Obtain answer]
“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?”
“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]
“[Sir, Ma’am], the interpreter will now connect you.” [Press “*1” to
complete the connection]

Important Note
Once there is a connect, the Additional Person Anytime option may be used again
on the same call (up to 4 additional connections).

Introduction to OPI – Job Aid – Additional Person Anytime Option Page 3

© 2011 CyraCom International, Inc. All rights reserved. (rev. 10.19.11)
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

Introduction to OPI – Job Aid – Additional Person Anytime Option Page 4

© 2011 CyraCom International, Inc. All rights reserved. (rev. 10.19.11)
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.

Introduction to OPI – Job Aid – Additional Person Anytime Option Page 5

© 2011 CyraCom International, Inc. All rights reserved. (rev. 10.19.11)
 Interpreter Job Aid
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

Introduction to OPI – Job Aid – Additional Person Anytime Option Page 6

© 2011 CyraCom International, Inc. All rights reserved. (rev. 10.19.11)
 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 381 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

Introduction to OPI – Job Aid – Additional Person Anytime Option Page 7

© 2011 CyraCom International, Inc. All rights reserved. (rev. 10.19.11)
 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

Introduction to OPI – Job Aid – Additional Person Anytime Option Page 8

© 2011 CyraCom International, Inc. All rights reserved. (rev. 10.19.11)
 Script for Clients with Disabled APA Accounts
“Additional party conferencing is not available on this account per <name of client> management request. Please
contact your contact center manager for additional assistance."

Script for Adding an Additional Person to the Call

“[Sir, Ma’am], What is the additional person’s name? [Obtain answer]

“In what country is the additional person located?” [Obtain answer]

[If located in the U.S. or Canada]

“What is the additional person’s phone number, beginning with area code?” [Obtain answer]

[If located outside of the U.S. or Canada]

“What is the additional person’s country code and the rest of the number?” [Obtain answer]

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?”

“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]

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

Introduction to OPI - Job Aid - Additional Person Anytime Option Page 9

© 2011 CyraCom International, Inc. All rights reserved. (rev. 10.19.11)