QUICK OVERVIEW

This training is designed to give you an overview on our remote phone system. By the end of the training you
should know the following:

1. How to access the system

2. How to launch the client and log in
3. How to toggle your status
4. How to use call functions (answer, disconnect, hold)
5. How to collect information from the caller and use the ScreenPop
6. How to make an outbound call
7. How to add a third party to the line (conference a call)
8. How to “wrap up” and disconnect the call
9. How to properly logout of the system.

The remote phone system is browser-based and should only be accessed using the
Internet Explorer Browser (version 10 or newer) for compatibility reasons.

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 LOGGING IN
You will access our phone system by going to http://rds.tptri.com using Internet Explorer. Because the system
is browser based you will receive initial prompts requesting permission to access– select yes for each to
ensure all features function properly.

Your username and password to log into the system will be provided to you via email. Please note, you are
required to type the domain tri\ before your username. Example: tri\username-12345

tri\username-123456

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 REMOTE DESKTOP VIEW

After logging in, you will see this desktop. You will then click on TAP-RDS-Desktop.

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 DESKTOP VIEW
From this desktop you can access your Interaction Desktop. Double click on it to log in.

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CHANGING YOUR PASSWORD
When logging into the system for the first time you will
be notified that your password has expired and needs
to be changed. In order to do so, click on the link and
follow the password change prompts listed.

The new password must be at least 8 characters,

include a capital letter, special character, and a number.
Once your password has been changed you can log
into the system.

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 LAUNCHING INTERACTION DESKTOP
Once you have successfully logged in you will see the system start screen. This is the screen where you
will launch the Interaction Desktop phone client. Interaction Desktop is the new application you will use
to receive and manage interactions (calls). Double click on the Interaction Desktop icon to launch the
client. You will then re-enter your username and password to continue (username must include tri\).

You will receive security prompts on your first login-- please select yes and/or connect for each to ensure
the system connects properly.

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 LOGGING INTO THE INTERACTION DESKTOP
CLIENT
1
The Interaction Desktop dialog box will display after
you have successfully launched the client.

Select Use Windows Authentication (1) and set

your Station Type (2) to Remote Number.
2
You will enter your interpreting phone number into the
Remote Number (3) field. Your interpreter phone
number is the number where you will receive calls. 3
Your number should be entered using numerical digits
only (no hyphens or spaces) e.g. 5205425555.

Once you have completed these steps, select Log

On.
Do not check the Persistent box as this will
result in the inability to log off.

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 INTERACTION DESKTOP
You will see this screen in when fully logged in. This screen is called the Interaction Desktop and
will function as your home view in the system. You can change your status, make a call, view your
call history, and manage your interactions from this screen.

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 CHANGING YOUR STATUS
The status drop down menu at the top of the screen is where you can toggle your active phone
status. You are required to set yourself as Available in the queue to receive a call. This status drop
down menu will also be used to put yourself into either an available or unavailable state. You will not
receive any calls when in an unavailable status.

**It is important to
check this status if you
have been waiting and
have not received a call
for an extended period
of time.

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 RECEIVING A CALL
Once you are in an available status you will be in queue to receive a call. When a call comes in you will
receive a small pop up on your screen followed by a call being delivered to the remote number you
provided when launching the client.

You can answer the call by picking up the telephone. You do not need to select the on-screen option for
pickup. After answering the line you will be prompted to press 1 to accept the incoming call. After
pressing 1, you will be on a live call with the client.

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 RECEIVING A CALL – Contd.
When you receive a call you will also receive a Screen Pop. The Screen Pop will identify the client, the
greeting to use on the call, and a list of questions that need to be answered by the caller (e.g. What is
your Name? Department?). The information requested in the Screen Pop is required.
Please keep the screen pop open throughout the call and populate all indicated fields. Immediately after
disconnecting with the client, you will click the “complete” button to submit the gathered information.

You can toggle between the

Interaction Desktop and
Screen Pop using the key
combination ALT + TAB.

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 CALL CONTROLS
After answering a call, you will see the active interaction information on the My Interactions tab.

While a call is in progress you will have the option to use the hold, mute, and disconnect functions. The
interaction must be selected in order to use these functions. You can select the interaction by click on it.
Once selected the active interaction will be highlighted blue as seen below.

Note: When on a call

with a single caller you
are not required to use
the disconnect button
on the screen. You can
disconnect using your
phone/headset.

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 MAKING AN OUTBOUND CALL
There will be times when you are not on an active call and will need to make an outbound call. To do this
you will type the phone number into the dial out box as seen below (1) and hit enter. After hitting enter, the
system will place the call to the number provided. Your screen will also have a speed dial for our customer
service team (2)– the team will be called once clicking the speed dial button.

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 CALLING A THIRD PARTY
Specific client calls will require you to call out and connect to a third party. To do this, you will select the
active interaction and place the caller on hold by clicking on the hold button. It is important that you notify the
original caller that they will be placed on a brief hold while you dial out.

Once the client is on hold you will dial the outbound number using the dial-out box and hit enter. The new
call will appear as an additional interaction under the My Interactions tab.

Once the outbound call has been Original call

placed, you will quickly combine the
calls by selecting one interaction
and dragging it over the other and
releasing your mouse.

You will then receive a prompt to

confirm that you would like to New Call
combine the calls together– select
yes.

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 CONFERENCING CALLS – Contd.
After combining the interactions, the My
Interactions tab will now display the calls
together in a Conference. You can view all calls
in the conference by selecting the expansion
arrow in the left hand corner of the active
interaction.

In the event you are required to make multiple

third party calls for one client, you can disconnect
the third party by selecting that specific
interaction listed under the conference and
clicking the disconnect button. (displayed on next
slide).

You will then call the next number using the same
third party dial-out steps listed on the previous
slide.

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 CONFERENCING CALLS – Contd.
If you select the disconnect option when the conference interaction line is highlighted you will only
disconnect yourself from the call. All other parties will remain together on a line. It is important that you
select each member of the conference individually and disconnect individually. After selecting the
disconnect button, you will receive a prompt to confirm.

After confirming the disconnect, the

disconnected call will become greyed
out while you remain connected with
the other party.

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 WRAPPING UP A CALL
At the end of every call you will receive a prompt to select a Wrap-Up Code. The Wrap-Up code
is required and you will have 15 seconds to select an option listed in the Wrap-Up Code menu.

Normal - Good Call:

No issues while on call / processed normally.
Trouble - Customer Disconnected:
Customer unexpectedly disconnected from the call.
Trouble - Interpreter Disconnected:
Interpreter unexpectedly disconnected from the call.
Trouble - Line disconnected:
Call disconnected unexpectedly or other connection issue.
Trouble - Sound Quality:
Sound issues such as static, echo, dropped sound or no sound
Test – Non-Billable Call:
Test call by TransPerfect

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 MISSED CALL

It is extremely important to note that if you miss or roll a

call your status will automatically change to
Unavailable – Ring Through.

You will need to toggle your status back to Available to

be put back into the queue to receive a call. If you have
been waiting for a call and have not received one, it is
possible that you have missed one and are in this
status.

If you are not available to take another call, please

select another “unavailable” status from the drop down
menu or log off.

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 LOGGING OFF
Logging out and exiting the remote system is a three step process. Clicking the [x] in the right hand
corner will only minimize the system and will not log you out. The first step is to change your status to
“Unavailable – End of Shift.” After this has been completed, you will select the option File > Log Off. You
are now logged out of the system. From here you can exit the client by selecting File > Exit.

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3

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 LOGGING OFF – cont’d.
To finalize the log off process click on the Windows icon in the bottom left corner.

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 QUESTIONS?

• EMAIL: [email protected]
• PHONE: 480-403-9350

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