Power
When troubleshooting why a device screen isn't turned on, this question would help identify the issue at the source.
What is "Where is the phone plugged in?"
This type of company is abbreviated with the acronym ISP and is something we can ask without full verification!
What is internet service provider?
This type of phone connection could cause issues with voicemails if it has not been adjusted with the provider.
What is PSTN?
If we see this button in the top right corner, the captions feature may be working, but the words may have been moved or disrupted!
What is 'Resume'?
This needs to be checked whenever it's showing on the screen, unless of course we have done it 20+ time already!
What is TransUnion?
This question helps give us a frame of reference for the issue, and possibly an event that may have caused it.
What is "How long has this been happening"?
These two things can be present in someone's home that are a source of their internet. Some have both, others only have one.
What are the modem and router?
After the customer tells us that they have not been getting their messages since they had their phone installed, we should be asking this question to see 'where it all began'.
What is "Where were you getting your messages before?"
This is the most important factor in captions working, and should always be checked if they are not!
What is the internet?
We use these to communicate contact trends, status, and sometimes incomplete emails.
What are red banners?
While troubleshooting, the questions for this step helps us determine if it's an educational moment, or an actual hardware issue!
What is "Can you tap on the screen"?
We use these indicators while driving to tell us when to stop, go, slow down, or turn. On an internet device, these same indicators tell us the status of the internet which may help when troubleshooting.
What are router/modem lights?
This acronym represents a setting we can adjust as a 'band-aid' for getting the CCP voicemail to pick up first.
What is RTA (Rings to Answer)?
This is a the question we can ask, that would let us know if the phone has already identified an issue with the captions.
What is What do you see on your screen? / Do you see any error messages on your scree?
These two pieces of information can be gained in order to have 'Full Verification'
What are password and PIN?
During troubleshooting on a call, this step often gets missed, but may indicate to us an issue within the customers home opposed to the device itself!
What is "Have you tried a different outlet/plug?"
What is the internet connection type?
This is a step we can take while probing or troubleshooting to see where messages are going if the customer is unsure.
What is make a test call?
This button near the speaker accidentally gets pressed and causes the words to not show.
What is the captions button?
An agent can check the 'Notes & Attachments' section under quick links if looking for this information?
What is Power of Attorney?
As a part of troubleshooting, this may cause power to not work at all, or work intermittently. So we should also ask this question.
What is "Is there any damage to the cords or phone"
When asking questions to try to diagnose a connection issue, this question helps determine whether the issue affects just the ClearCaptions phone or an entire network
What is "Are there other devices in the home also connected to the internet?"
This probing question helps agents identify if there is a gap in training or if the device is not functioning properly. The phone is setup to sometimes have repeat this step on two different screens.
What is "Did you press the play button on both screens"
Before blaming caption settings or an error, we should confirm the phone is able to reach the captioning platform, by asking this question.
What is 'Are your internet services currently working?'
For clues about repeated issues, or previous contact with a customer, we should be checking this!
What is case history?