Fundamentals

Question 1

How do you “split the line”?

Answer 1

Alt-D

Question 2

What mandatory phrase must be made before the line is split?

Answer 2

“Caller the line will now go silent”

Question 3

How do you present playback?

Answer 3

Alt-Q
Add CPB to the notes.

Question 4

What is the mandatory phrase that is said when playback is requested?

Answer 4

The playback facility will not be available when our call has ended.

Question 5

What is the mandatory comfort phrase at 11 seconds on hold?

Answer 5

Hold the line please. We are held in a queue waiting for the (EA) to answer.

Question 6

What is the direct request process for an eisec call?

Answer 6

Emergency. Which service?
[EA] thank you.
Press appropriate EA button followed by F5.
Comfort phrase at 11 seconds on hold if required.
When answered press EA answered button and F3.
Wait for two way communication to be established. 2 to 3 clear words. Or 1 direct answer to a question.
F5 to leave call.

Question 7

When is F12 used?

Answer 7

When the call has been resolved without having required a call out.

Question 8

How do you terminate a call to an EA?

Answer 8

F1

Question 9

How do you release a call from a caller if they are unable to?

Answer 9

Alt-G

Question 10

How do you mute a call and when is this used?

Answer 10

F3
Playback.
EA communicating with Caller
Waiting for interpreter
Requesting chargeship
When caller is not responding to the EA
Transmission is poor.

Question 11

What is the TEMP PROCEDURE Mandatory phrase?

Answer 11

You are in a queue for the (EA)
Please wait for the (EA) to answer
Can I leave you in the queue?

Question 12

What is Alt-e?

Answer 12

EA answered hotkey

Question 13

What is the f6 function?

Answer 13

Copy and paste

Question 14

What are the top 6 quality measures?

Answer 14

Call not handled in the appropriate time period
Correct procedure not followed
Call not connected to EA when it was appropriate to do so
No/incorrect handover
Mandatory expressions not adhered to
Insufficient comfort phrases

Question 15

How do you know EISEC is available?

Answer 15

EISEC is in bold.
EA number is red

Question 16

What is the queueing wait times?

Answer 16

2 mins on Primary
30 sec on secondary
30 seconds on alt
Alert chargeship and rotate back to primary for an additional 2 mins

Question 17

What is the non-queue wait time?

Answer 17

Primary 1 min
Secondary 30 sec
Alt 30 sec
Back to primary for 1 min
Alert chargeship
Hold primary for a further 1 mins

Question 18

Four things to be aware of when on the desk

Answer 18

Side conversations
Recording
Noise levels
Group conversations

Question 19

What are the Caller Number Warnings?

Answer 19

Stage 1 - Only connect to specified EA if a direct request is made or disturbance heard.

Stage 2 - Don’t connect to specified EA even if a request is made.

Both may connect to other EAs if requested.
If no response to authority expression. Close as CWS

Question 20

What do RCC and VC stand for?

Answer 20

Repeat Call Counter and Vulnerable Caller

Question 21

Where can the Caller Number Warning message be found?

Answer 21

In the field below the Area Code

Question 22

What is the process for Engineer test calls?

Answer 22

F2 +E+T
Provide the information that is requested.
Request engineers initials
Repeat them back
Clear call with F12

Question 23

What information must never be passed to an engineer?

Answer 23

Telephone numbers.

Question 24

How do you call an engineer back if requested to do so?

Answer 24

Alt+G connect from
(Must be done when released from, but before clearing the screen)

Question 25

What is a 5151?

Answer 25

An issue report that is passed to chargeship in Glasgow to investigate.

Question 26

How are chargeship test calls processed?

Answer 26

Follow request.
F2+E+T
Input CHRG in the Notes.

Question 27

What must you do if connecting Chargeship to another line?

Answer 27

F3

Question 28

In what order would you read MLG data?

Answer 28

Provider
Shape
Confidence
Eastings
Northings
Semi Mayor
Semi Minor
Angle

Question 29

When do you not connect a call where a request was made and the line has cleared?

Answer 29

If the line cleared immediately after an automated message provided a non-emergency number.

Question 30

What does AC stand for?

Answer 30

Authorised to clear
Added to the notes when an EA has authorised for the call to the cleared

Question 31

What is the emergency log off procedure if a call is connected with an EA?

Answer 31

Evac in notes
Set to not ready
F5
Unplug headset

Question 32

What is the emergency log off procedure if the EA is ringing?

Answer 32

Advise customer you’re evacuating
EVAC in notes
Log off via the windows icon and unplug the headset

Question 33

When is the TEMP PROCEDURE bypassed?

Answer 33

When a verbal handover is required

Question 34

What is the procedure if a line is engaged?

Answer 34

Rotate through, it all engaged then alert chargeship at 2 minutes

Question 35

What is the procedure if a line is unobtainable?

Answer 35

Rotate through twice, if all still unobtainable then aler chargeship

Question 36

What is the procedure if the zone code is inadequate?

Answer 36

Remove the zone code if present,
Confirm caller location,
F2+D
Location differs handover
Complete a 5151 report

Question 37

What is the procedure for a request to an independent area service?

Answer 37

Alert chargeship

Question 38

What is the process if another country’s EA requests a service?

Answer 38

Follow location differs procedure

Question 39

If there is a delay do you have to do a handover?

Answer 39

Yes

Question 40

What is the procedure for a London underground call?

Answer 40

Normal mobile procedure

Question 41

What is willow beck?

Answer 41

Fire service filtering for floods or wildfires