Perfecting Procedures
Clearcaption Clarity
Macro Mayhem
Dragon Misadventures
Macro Madness
100
Name the one time the CA is allowed to disconnect the call without TL approval.
What is TTY/Fax Tones/Busy Signal/Fast Busy/Dial Tone
100
You must re-voice everything the Non Assisted user says – verbatim. This includes informing the customer why captioning is not occurring (i.e. music playing, holding, advertisements, etc.) True or False?
What is True
100
The ring macro is used only in this manner, during a phone a call.
What is Internal Rings
100
Name two things you must do with dragon everyday before beginning captioning whether at the start of your day, or returning from a lunch or break.
What is Microphone Check and Dictation Mode
100
Sent to account for beeps that prompt the AU to leave a message/enter a number or information.
What is B (beep)
200
Describe the procedure for Different Language.
What is upon hearing different language send macro L, then wait ten seconds say Silencio Uno. Wait 20 seconds and press help to call over supervisor who will give permission to say Silencio Dos and disconnect the call. Immediately file problem report after.
200
The monthly service charge for our service is....
What is Free. The customer only pays a one time fee of $75
200
Of our list of macros, this one macro can be taken away if abused.
What is U, muffled speech.
200
Huli Tres is the voice shortcut for this utterance...
What is Ummmm
200
Sent when music is heard in background
What is M (music playing)
300
List the 6 step procedure we follow for silence on the onset of call.
What is 1-      Upon hearing silence on the line for 1 minute send macro Z: *silence on call* 2-      After 4 minutes, if the call is still idle, and it has been identified* communication has ceased, voice: *Unable to Caption due to Silence* 3-      If still silent, Repeat *Unable to Caption due to Silence* 4-      Flag TM/TL for disconnect approval.  The TM/TL will listen into the call to assess the situation further and determine if the call should be disconnected. 5-      If there is still no response and agent has received TM/TL approval: Voice *Due to silence, this call will disconnect* and Select Hang up 6-      Fill out incident log for disconnect
300
Name 3 clearcaptions call types.
What is Scripted, IVR, and Answering Machine/Voice Mail Retrieval
300
P is the macro for this phrase...
What is audio is cutting in and out
300
*Unable to caption due to silence*
What is Silencio Uno
300
Only to be used when it is clear there is ongoing conversation, but in the distance. Send when the user has turned away from the phone and is speaking to another party in the same location, but is not directly speaking to AU.
What is C (background conversation)
400
List the steps we take when the voiced party asks to place the assisted user on hold.
What is follow these steps: Send Macro H - **on hold** Keep the caller informed of calls status by sending and/or relaying what you hear, e.g.: ~ (music) ~ (advertising) ~ Quality/call being recorded ~ hold time/wait time for call to be answered ~ thanking the caller for their patience, etc.
400
When we receive a 911 call, we must do this first.
What is press help button for TL
400
We use this macro when the NAU places the AU on hold.
What is H
400
When your microphone icon at the top of your dragon bar is yellow, that means you to microphone is unmuted. True or False?
What is False.
400
Send when audio is distorted, i.e. like audio is sped up, or underwater, etc.
What is D (distorted audio) If distorted audio is constant/ongoing, send the ‘d’ macro every 2 minutes, up to 3 times.
500
Name when it is appropriate for the CA to a transfer call and what the FCC session timer requirement has to be in order to transfer
What is when it is their break, lunch, or end of shift. The session timer has to be at least 10 to 15 minutes.
500
The formula for QA scoring accuracy is...
What is total word count - errors ÷ total word count
500
When there is static on the line we use this macro.
What is K
500
List all the steps taken to appropriately to save and close your dragon.
What is Profile drop down on dragon bar, save user profile, close user profile, exit dragon.
500
Used when the background noise is too loud to prevent captioning from taking place.
What is N (unable to caption due to background noise)
M
e
n
u