We use Macro 'B' to describe this function on the call.
What is Beep
100
You could receive these 3 different call types from QA.
What is Call Types –
1. Conversations
2. AnsMachs & VoiceMail Retrieval
3. IVRs
100
If the call is ringing continuously to the Called Party, continue to wait until the Call is connected to begin Captioning. CA does not need to caption the rings. Macro R is utilized only for internal rings. (True or False)
What is True
100
_____ are three items you cannot bring on the floor.
(Name 3 examples)
What is Pens, Paper, Pencils, any writing utensil, electronics, ect.
100
Sent when advertisements are heard during transfers/hold times.
What is A (Advertisements)
200
Abuse in this Macro can result in it being taken away.
What is U (Muffled Speech)
200
There is a one time fee of ____ to purchase the Ensemble phone.
What is $75
200
During the first of the silence on phone call procedure, we wait ___ minute(s) before sending the ____ macro.
(fill in the blanks)
What is 1 Minute, Z Macro
200
In order to transfer or release any phone call, we must do this step first.
What is Press Help for Supervisor approval.
200
Sent when fast busy tone is heard
What is F
300
This Macro is 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)
300
If you're Dragon bar icon is Green that means the microphone is turned on. When it is Red, it is muted. If it is yellow it is ______.
What is Asleep
300
When you receive a different language phone call in which the NAU does not return to speaking in English, we immediately send macro ____ and after ____ second(s) we caption _________.
(Fill in the blanks)
What is...
1.) Upon hearing different language, Immediately Send
*Different Language*
2. After 10 seconds
3. If still different Language Voice:
*Unable to Caption due to Different Language*
300
Paraphrasing is not okay while captioning phone calls, we must always _____.
What is caption the call verbatim.
300
Sent when music is heard in background
What is M
400
Use of this Macro has to be approved by a supervisor before you can press it, despite the circumstance.
What is T for Technical Difficulties
400
We must always check these two things when we leave our station and return to our Dragon.
What is Microphone Check and Dictation Mode
400
We do not have to ask permission to hang up a call if it falls under the TTY/Fax Tone/Busy/Fast busy/ Dial Tone Prodecure.
(True or False)
What is... True
400
If the call is song slowly and can be understood, then the agent can revoice.
(True or False)
What is True
400
Used when the background noise is too loud to prevent captioning from taking place.
Not sent to inform the AU that background noise is present.
What is N
500
Sent when multiple speakers are speaking at the same time, unable to discern 1 voice to caption
What is S (unable to caption due to simultaneous speakers)
500
Dragon is a _______ based software.
What is a Contextual Based Software.
500
Upon receiving a 911 phone call we always do this step first.
What is Press Help for a Supervisor.
500
In order to transfer any phone call the session timer must be _____ minute(s)
What is 15 Minutes
500
Sent when static is on the line, primary audio heard is static