FIND IN THIS MANUAL SOME INSTRUCTIONS AND

POINTERS FOR YOU

RE-START MODEM, RE-START PC AND DELETE CACHE

BEFORE your shift starts, re boot your modem and your PC, delete
cache, this will help to free the memory, If you share your ethernet cable
with another family members, make sure that they do not stream videos,
listen to music while you are on duty as it would affect your internet
stability.

HEADSETS

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 TROUBLESHOOT GUIDE

ETHERNET CONECTION

BEFORE your shift starts you must connect to ethernet and you must
make sure that the WIFI connection is manually disabled. Only ethernet
connection is allowed, agents disregarding this rule can get terminated
immediately.

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 SPEED TEST AND TWILIO TEST

BEFORE your shift starts, everyday you should perform a Twilio test and a
speed test on a Portland server, use these links to perform those tests:
https://www.speedtest.net/es
https://networktest.twilio.com/

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SPEED TEST AND TWILIO TEST

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 SPEED TEST AND TWILIO TEST

On daily basis, BEFORE your shift starts, you must upload speed test and a
twilio test results in the ticketing system:
1. Click on: https://www.homelandls.online/helpdesk/
2.Click on Submit a ticket

Click on OTHER, fill the information required up, then upload the screenshots.
HOW TO GRANT PERMISSIONS FOR MICROPHONE & CAMERA AT YOUR PORTAL

BEFORE receiving your first call of the day, make sure that your microphone
and camera from your portal are enabled. Follow these steps:

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 MAKE SURE THAT ALL YOUR LANGUAGES ARE ACTIVATED

We would like to ensure that all the languages that you speak are
satisfactorily added to the system, please follow the next steps to verify. If
any of the languages you interpret is missing inform your Team Leader
immediately.
1.Access to the portal and click on configuration

2. Scroll down and verify that all the languages that you
interpret are listed here:

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 HOW TO DO DIAL OUTS

Step 1: Ask the client for the following information: 1. How would the
client like to be introduced? 2. The LEP’s name. 3. LEP’s phone number.
4. If the client would like to leave a message in case the call goes to
voicemail.

Step 2: 1. On your panel/dialer press the plus button (+) and select the
American flag. 2. Input the American phone number which will consist
of 10 digits. (Area code and phone number I.E. (123-456-78-90). 3.
Press enter on your keyboard or click on the phone icon on your panel.
The dial-out will begin, it will be a silent dial-out, meaning no music, no
recordings, you will just hear the LEP when they pick up or the LEP’s
voicemail machine. When finalizing the message or the interpretation
with the LEP, hover over the LEP’s icon and press the red phone icon to
release the call with the LEP and remain with the client. You can also
do conference calls with 3 others using the same method, the limit is 5
people per call. (The interpreter, the client, and 3 others)

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 WHAT TO DO IF MY CALL DOESNT SHOW IN THE LOG?

Most probably you are in the incorrect LSC, your LSC must always be
¨Desert Comms Nearshore Boost Crowd¨:

If you are not under the correct LSC, you can change it by following

these steps:
1. click on your picture and then click on LSCs

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 WHAT TO DO IF MY CALL DOESNT SHOW IN THE LOG?

2. Switch into the correct LSC, then click on CONFIRMATION and then
click on SWITCH ACCOUN:

To make sure that your minutes are showing, click on DASHBOARD, then

click on LOG, then CHOOSE THE DATES IN THE CALENDAR and finally

click on APPLY, your minutes should appear in the green box:

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 VIDEO CALLS

The minimum requirements for activating video calls are:

If you comply with them send us a picture, so we can activate your VRI
calls option. Remember, once the calls are activated there is not an
option for avoiding them, so you must be ready on daily basis for
receiving video and audio calls.

COOMUNICATION SOURCES

You can use email and WhatsApp, if you dont have this application,
download it in your phone please, as we share a lot information
through WhatsApp; we have also a WhatsApp chat group where you
can meet your colleagues from all over the world, also we share
important information through it on daily basis.

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 WHILE ON DUTY

SCREEN MAXIMIZED

Remember, while on duty you must have your screen maximized for
receiving calls, you can have your screen at 50% if you want, but if your
screen is gonna be minimized, the call wont ring.

CALL FLOW

TO INCREASE the call flow:

1. Answer the calls the fastest possible, ideally less than 3 seconds.
2. Try to get a good rate from clients, the rate goes from 1 to 5,
preferably between 5 and 4 stars; don´t get anxious if clients don´t
rate your service, just some of them will do it.
3. Connect as much as you can, so the system starts recognizing you
and sending you more calls.

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 WHILE ON DUTY

TEST CALLS

As you know, when a call rings it does

for all agents of your same language,
whoever answers first gets the call, but
TEST CALLS are directed exclusively to
you only, so the call will ring JUST FOR
YOU, to avoid failing them never ever
leave your portal unattended, if you
need to grab a glass of water, open the
door, etc anything that will keep you out
from your portal for just some seconds,
it is better to DISCONNECT from the
portal.

When finishing your duty make sure that you LOG OFF properly, if your

portal is on and a test call comes in it will ring anyway, even though your

computer is turned off.

Failing test calls could lead your account to be suspended.

ABSENCES

All absences should be informed as soon as possible whether they are

programmed absences like doctors visits or trips, or non-programmed
absences like illness or emergencies.

PORTAL PASSWORD

It is completely forbidden to change your portal password, if you have

the need to do it, you must inform your team leader immediately, doing
it without informing could lead to a suspension.

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 PROTOCOL

OPENING:
TO THE CLIENT
Hello this is your ________ interpreter ____ ID__________
How can I help ?
TO THE LEP
Hello my name is ____ ill be your ________interpreter and I will keep your
information confidential

CLOSING
TO THE CLIENT
This is the interpreter, is there anything else I can assist you with?
(No)
Thank you for calling and using our services, have nice day.

CONNECTING STATUS IN A CALL

There will be times in which a call will come in. You will click it and it will say
connecting you must wait 5 minutes and if during those 5 minutes the call
doesn't connect you must hang up and or refresh.
The five minutes waiting while in this scenario will not count as payable.

HOLD PROTOCOLS
The hold protocol here is 15 minutes for all calls, except those who ask us to
wait longer than that and if they specify for how many minutes.
(For example: Can you wait 30 minutes? I'll be back)
If the specified time limit runs out you will release the call by saying
This is the interpreter, are you there?
(No response)
This is the interpreter leaving the call due to an extended hold time.

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 PROTOCOL

GHOST CALL OR IF SUSPECTED THAT THE CLIENT IS NOT PRESENT

GHOST CALL
You will wait for 2 minutes.
In the first portion of the call after you introduce yourself, and hear no

response from the client. Say:

This is the interpreter, is anyone there
Wait 15 seconds
This is the interpreter, can you hear me
Let another 15 seconds pass and ask again, do this until 2 minutes have

passed if by then there is no response say:

This is the interpreter releasing the call due to the representative not being

on the line, thank you for using our services have a nice day.

THE SAME GOES FOR A CALL IN WHICH YOU ARE TRANSFERRED SOLELY

WITH THE LEP.

Only this time you will ask a moment from the LEP, then proceed to check if

the client is still on the line, if 15 seconds pass with no response you must

inform the LEP that the client might not be on the line and that they can

either wait for 2 minutes and see if they return or they could call back or wait

for the client to contact them.

If the LEP chooses to wait you must enact the ghost call protocol only after

the two minutes have passed you must inform the LEP that they are not on the

line and that you will be releasing the call.

Afterwards say:
This is the interpreter and the LEP releasing the call due to the representative
not being on the line, thank you for using our services have a nice day.

FIND MORE INFORMATION IN THIS LINK:

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 REPORTING ISSUES

Please this is a kind reminder regarding the links for reporting issues at Boostlingo

portal, currently there are 3 links, details as follows, use them accordingly please:

1.Issue Report Link:

https://docs.google.com/forms/d/e/1FAIpQLSdZ57NFp8RQQbd4mfI6G0Nf4tGb

Jd11S9Jrad2rCvcFgME5DQ/viewform

2. For intake calls: When you get the recording but there is not an intake form to

fill it out.
https://docs.google.com/forms/d/e/1FAIpQLSc4ilnajo2UGB_ocrq5W9yvohlfChn

sv6GQnDbHUbogM4dOyg/viewform

No intake form Boostlingo:

Please fill in the information below, when not getting an intake form when hearing

a recording that you might receive an intake form.

docs.google.com

3. Boostlingo long call report: Agents must report every call exceeding 55

minutes.

https://docs.google.com/forms/d/e/1FAIpQLSc-

b0rhfDs3btQlZ58505658rP3kk10v6A-w1a02HSfDnHaWw/viewform

Boostlingo Languages Long Call Report

Please use this google sheet form to report any call that extends from minute 55
docs.google.com


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