Language Line Translator Process
- Michael Gaudette (Unlicensed)
How to communicate that you will add a translator to the call
When a caller dials-in speaking another language, we need to at least be able to tell them we will get a translator on the line. If we state this in English and they do not understand then they’ll drop off within a few seconds.
Go to Google Translate and type something like “I will get a translator, one moment please.”
Select the language to translate to. Spanish is selected in the example below.
Even making the statement above may not be realistic for some of us and some languages would be impossible to successfully attempt (ie Mandarin).
To solve for this:
Go to Google translate on your phone
Set it to speaker
Put the speaker up to your headset mic
Click the sound icon
How to a add Translator to the call
Click the “Add Translator” button at the bottom of the screen.
You should immediately hear a prompt to “Enter your account code.” The code is 45392607.
In addition to the audio prompt, three buttons should populate once “Add Translator” is clicked. Select “Hold Customer”
You should now hear an audio recording providing options to select a language. Select the appropriate number for the language you are needing assistance for.
If the “Add Translator” button process does not work for whatever reason, try the “Consultation Transfer” button in the upper right corner and dial 866 406 0021.
You should be connected with an interpreter who speaks the desired language. They should provide a interpreter ID number, write this down to document later in the call.
Tell the interpreter we have a caller who requested x language and that you’d like to merge the call.
Merge the call, let the interpreter know it is merged. The interpreter should be able to assist from here.
At the end of the call, select 'End Call”
You should be prompted to select whether the language line was used. Select Yes.
On the next screen, enter the interpreter ID number and select the language used.