Call the interpreter service on Touchpoint & Teams
Say the required language when prompted.
You will be asked if you are a registered client - say yes
Choose the gender of your interpreter by pressing
to select either gender
to select a female interpreter
to select a male interpreter
Enter the following codes when prompted
Voice Account: 100855
Voice access number: 8766
Use the Council account C087097 code if you get to speak to an actual TIS operator
You will be asked for your council contact number - 8571 1000
You will be given a job number, please record it so that you can use it to complain if the service you were provided was not good.
You will be required to hold while they connect with an interpreter
They may also offer to conference the call for you. Give them the customer's mobile number If they don't, proceed to the next step. Otherwise, hang up at the end of the call.
Once connected, call the customer's mobile to conference the call (not on speaker). You will be using the Polycom phone and the customer will be connected via their mobile
Hang up when complete
If customer doesn't have a mobile
CSO:
First, get the second position to cover you on the front counter
Before disconnecting your laptop from the network cable, first connect to the Staff2.0 network.
Call interpreter service on Touchpoint
When prompted say which language you need an interpreter for and confirm by saying yes or no
You will be asked if you are a registered client - say yes
Choose the gender of your interpreter by pressing:
to select either gender
to select a female interpreter
to select a male interpreter
Enter the following codes when prompted
Voice Account: 100855
Voice access number: 8766
Use the Council account C087097 code if you get to speak to an actual TIS operator
You will be given a job number, please record it so that you can use it to complain if the service you were provided was not good.
You will be required to hold while they connect with an interpreter.
When the interpreter answers explain the nature of the issue and use the speaker and microphone on the laptop.
Hang up when complete
Interpreter contact on the phone
CSO:
If the customer is on the phone, call Interpreter Service on Touchpoint
When prompted say which language you need an interpreter for and confirm by saying yes or no
You will be asked if you are a registered client - say yes
Choose the gender of your interpreter by pressing:
to select either gender
to select a female interpreter
to select a male interpreter
Enter the following codes when prompted
Voice Account: 100855
Voice access number: 8766
Use Council account C087097 code if you get to speak to an actual TIS operator
You will be given a job number, please record so that you can use to complain if the service you were provided was not good.
You will require to hold while they connect with an interpreter
When the interpreter answers if the customer is on the phone press the conference button and conduct a 3-way conversation