Mobile Interpreter App

iOS
User Guide – August 2022

© 2022 LanguageLine Solutions • 08.08.2022 • CONFIDENTIAL INFORMATION Page 1

Table of Contents
Introduction .................................................................................................................................................. 4
Learning Objectives....................................................................................................................................... 4
Listening ........................................................................................................................................................ 4
App Installation ............................................................................................................................................. 5
Section 1. Installing the LanguageLine Profile .............................................................................................. 5
Section 2. Installing Mobile Interpreter ........................................................................................................ 7
Section 3. Trusting LanguageLine on your iPhone ........................................................................................ 7
Verify the following before logging in to the Mobile App ........................................................................ 8
Section 4. Logging into Mobile Interpreter ................................................................................................... 9
Granting Permissions for Notifications and Microphone ......................................................................... 9
2 Factor Authentication .......................................................................................................................... 10
App Navigation............................................................................................................................................ 13
How to Enable/Disable Airplane Mode ...................................................................................................... 14
Log In ........................................................................................................................................................... 15
.................................................................................................................................................................... 15
Become Available ........................................................................................................................................ 16
Receive a Call .............................................................................................................................................. 17
Per Call Mode: ............................................................................................................................................. 17
Continuous Mode ....................................................................................................................................... 18
Greeting ...................................................................................................................................................... 19
Opening Statement Disclosure ................................................................................................................... 20
Greeting and Disclosure .............................................................................................................................. 21
Dial-Outs ..................................................................................................................................................... 21
Placing a Dial-Out ........................................................................................................................................ 22
Dial-Outs to different LEP’s on a Client Call ................................................................................................ 23
Multiple Party Dial-Outs ......................................................................................................................... 23
Using an Extension on a Dial-Out................................................................................................................ 24
Drop One or More Parties from the Call ..................................................................................................... 24
Dial-Out Failed ............................................................................................................................................ 25
End of Call ................................................................................................................................................... 25
After Call Work (ACW) ................................................................................................................................ 26

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States (Red, Yellow, Green, Blue) ............................................................................................................... 26
Take Break/Lunch ....................................................................................................................................... 26
Breaks are schedules and are displayed in IMPACT 360. ........................................................................... 26
Returning From Lunch or Break .................................................................................................................. 27
Logout ......................................................................................................................................................... 27
Transfers ..................................................................................................................................................... 28
Transferring a Client.................................................................................................................................... 29
Report Call................................................................................................................................................... 30
Report Call when in Available State ............................................................................................................ 31
Report Call While on a Call.......................................................................................................................... 32
Receiving a message while logged in .......................................................................................................... 34
New User PIN Reset .................................................................................................................................... 35
PIN Specifications........................................................................................................................................ 35
Internet Outage Notification ...................................................................................................................... 35
Login Failure ................................................................................................................................................ 36
Early Start Prevention ................................................................................................................................. 36
Schedule View ............................................................................................................................................. 37
Update Available ......................................................................................................................................... 38
Unexpected Situations ................................................................................................................................ 38
Tips for Success ........................................................................................................................................... 39
Knowledge Check ........................................................................................................................................ 39
Knowledge Check Answers ......................................................................................................................... 40

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Introduction
Welcome to Mobile Interpreter!

Mobile Interpreter provides state of the art and a reliable system to ensure that we provide the best
experience possible for our Clients and Interpreters. The Mobile Interpreter app will help to connect the
Client, the Limited English Proficient (LEP) caller and you in the most effective way possible, allowing you
to process the call quickly and efficiently.

Learning Objectives
At the end of this training you will be able to receive and process interpretation calls using the Mobile
Interpreter app including:

• Logging in, logging out, and set status for Breaks.

• Receiving calls and greeting the Client.

• Performing dial-outs to third parties.

• Transferring calls to Customer Agents when necessary.

Listening
Calls can come in from different sources, your key to success will be to listen for instructions from the
Client or Customer Agent before taking any action.

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 App Installation

This guide has the steps to successfully install the Mobile Interpreter app for iOS. Below are detailed steps
you will need to perform on the device you will be using to take calls.

Follow the instructions of each of the 4 sections in sequential order to install and log into the correct
version of Mobile Interpreter for iOS. DO NOT skip any sections or steps in any of the sections.

• Section 1: Install the LangaugeLine Profile

• Section 2: Install Mobile Interpreter App
• Section 3: Trust LanguageLine on your iPhone
• Section 4: Logging into Mobile Interpreter

Section 1. Installing the LanguageLine Profile

Follow the steps sequentially to successfully install the LanguageLine Profile on your iPhone.

2. TYPE the following 3. TAP the link Install 4. TAP Allow.

1. TAP Safari.
URL in Safari in your LanguageLine Profile. If
Only use Safari.
iPhone: asked to pick a device,
https://install.myllswo CHOOSE iPhone. You
rld.com CLICK Go. may need to scroll down
on your screen.

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 5. Tap Close. 6. TAP Settings 7. TAP Profile 8. TAP Install. ENTER
(gear icon) to Downloaded iPhone’s passcode if
open required.

9. Warning screen 10. TAP Install 11. TAP Done 12. TAP Settings to go
TAP Install back to General
Profile has been
installed

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 Section 2. Installing Mobile Interpreter
Follow the steps sequentially to successfully install Mobile Interpreter on your iPhone.

1. GO BACK to Safari 2. TAP Install Mobile 3. TAP Install 4. WAIT approximately 60

https://install.myllsworld Interpreter. You may seconds for Mobile
.com need to scroll down. Interpreter to install. DO
NOT open it yet.

Section 3. Trusting LanguageLine on your iPhone

Follow the steps sequentially to trust LanguageLine on your iPhone

1. TAP 2. TAP 3. TAP Profiles & 4. TAP LANGUAGE

Settings General Device Management LINE SERVICES, INC.

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5. TAP “TRUST 6. TAP Trust 7. Mobile
LANGUAGE LINE Interpreter ready to
SERVICES, INC.” use!

Verify the following before logging in to the Mobile App

• The device must be always charging.
• Set the device to Airplane mode. You will not be able receive calls, texts, or e-mails
when your device is in Airplane mode.
• Wi-Fi connectivity is required. After enabling Airplane mode, turn “Wi-Fi” on.
• Your headset is required to be always connected to your device.
• Do Not background the Mobile App at any time.

Do Not background the mobile app at any time while logged in to take
calls. Backgrounding the app while on a call will result in an unsatisfactory
performance rating and could affect your employment with the company.

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Section 4. Logging into Mobile Interpreter

Granting Permissions for Notifications and Microphone

The first time you launch the Mobile Interpreter app you will have to grant 2 permissions, notifications
sent to your device and access to the microphone. After granting these 2 permissions you will be able
to enter you login information. The record function is automatically disabled and recording devices
are strictly prohibited when taking calls.
Follow the steps below:

1. TAP Allow. 2. TAP OK

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2 Factor Authentication
2FA requires that you enter a code after your username and password to log into your account.
This ensures only authorized users (you) can log into your account.
The two-factor authentication process is a one-time process, and after the initial verification,
you will only need your ID and PIN to log in.

Important Note: You will require a 2FA code only if:

• It is the first time you log into the app after installation.
• You have not logged in after 30 consecutive days.
• You delete and reinstall the app.

CONTACT the IHD for any questions or issues with the login process.

IHD (Interpreter Help Desk) Monday-Saturday 5AM-5PM PST

E-mail ihd@languageline.com
U.S. Phone Number 800-874-0271
UK Phone Number 0-800-783-3502
Mexico Phone Number 001-877-561-5824

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2 Factor Authentication Process Steps
The Mobile App will verify your identity by sending a verification code to your Rackspace e-mail
the first time you login or if you have not logged in for the last 30 days. Follow these steps to
complete the verification process.

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App Tutorial
The Mobile App will automatically display the App Tutorial after the 2 Factor Authentication process
once you have logged in for the first time.

3. SWIPE left to 4. SWIPE left. 5. SWIPE left.

start the tutorial.

6. SWIPE left. 8. Tutorial concluded.

7. SWIPE left.
TAP Finish or Let’s Log
in! to start taking calls.

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The App Tuttorial can also be accessed in the Review App Tuttotirla button.

App Navigation
In order to be able to receive calls on the Mobile Interpreter app your mobile device needs to meet ALL
4 requirements:

✓ Device must be charging at all times.

✓ Device must have Wi-Fi connectivity and be in Airplane mode.
✓ Device must have headset connected.
✓ App must not be running on background.

It is always recommended to have your device plugged in during your shift. If you fail to meet any of
these requirements the app will display Device Not Ready pop-ups.

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How to Enable/Disable Airplane Mode
In order to enable/disable Airplane Mode in your device follow these steps:

1. SWIPE up from 2. TAP the Airplane Mode button. 3. If Wi-Fi disables, TAP the Wi-Fi
the bottom of the screen to icon to have both Airplane mode
bring up Control Center. and Wi-Fi turned on.

Note: To disable Airplane Mode follow the same steps.

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Log In

In order to log in to the Mobile Interpreter app follow these steps:

1. LAUNCH the 2. ENTER your 5. ENTER your PIN

Mobile Interpreter Interpreter ID and TAP Login.
app.

6. WAIT for the 7. The app welcomes

app to finalize you with the latest
login. LLS announcement.

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Become Available

1. TAP the State Bar. 2. TAP Available. 3. You are Available and
the app gives you a Tip
of the Day.

The state now displays Available and the bar has changed to green. You are now ready to take calls.

Do Not background the mobile app at any time while logged in to take
calls. Backgrounding the app while on a call will result in an unsatisfactory
performance rating and could affect your employment with the company.

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Receive a Call
There are two different ways in which a call can be received in the Mobile Interpreter App. The Mode is
determined by business needs.

• Per Call Mode: Requieres you to TAP the “Answer” button on the screen to connect the Client.”
• Continiuos Mode: You are automatically connected to the Client.

Per Call Mode:

3. The Incoming Call window
1. The "Incoming Call" 2. TAP the “Answer” button. disappears and you are
window displays. connected to the Client.
Device rings on the
headset and vibrates
every 2 seconds

• Answer the call in a timely manner. Your state will change to Unavailable - Refused if you fail to
answer the call on the first ring. This will affect your adherence.
• The device will ring or vibrate when the call comes in. If the ringer and/or vibrate modes are turned
off the device will not ring or vibrate.
o The Incoming Call dialog will still be visible.
o TAP the “Answer” button to connect with the Client.
• After tapping the “Answer button”, you may or may not hear the “Zip Tone” before connecting to the
Client. Each Clients configuration determines whether you hear a “Zip Tone”.

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Continuous Mode

• The "Incoming Call" window DOES NOT display.

• The device will not ring or vibrate.
• You may or may not hear a “Zip Tone” depending on how the Client’s
account is configured. In both situations you will be immediately
connected to the Client.
• The Greeting and Opening Statement Disclosure will automatically
display on your device.

Note: Some of the images in this guide do not display the updated Opening Stantement Disclousure.
Review the Opening Statement Disclouse section of this document for the updated information.

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Greeting
✓ GREET the Client by reading the script exactly as it displays on the screen.

✓ The greeting will display the Opening Statement Disclosure when it must be mentioned.

✓ The script will contain your first name, Interpreter ID and Language.

✓ The branding in the greeting will change with each call depending on the Client.

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Opening Statement Disclosure
The Opening Statement Disclosure is required as part of the Interpreter greeting. This disclosure must be
mentioned to the Client AND the LEP on the majority of the calls.

“I am proud to serve you. This call may be monitored for training and quality assurance purposes.”

When to mention the Opening Statement Disclosure?

✓ When it displays on the screen when receiving a call.

When to exclude the Opening Statement Disclosure:

✓ When you hear a whisper prompt notifying you not to use the disclosure statement.
✓ For the following Clients:
• 911 (US) / 999 (UK)
• FEMA (Federal Emergency Management Agency)
• USCIS (United States Citizenship and Immigration Services)
• Court
• Citibank

Important notes:

✓ Calls are ONLY being monitored, NOT recorded. DO NOT confuse recorded for monitored.
✓ This disclosure does not replace any other medical or legal disclosures that are required for
specific industries. You must say this one AND any other required disclosure.
o However, if the Client is requesting you to say their disclosure and it is similar to the LLS
disclosure, you do not need to say both. Only state the Client’s disclosure to the LEP.

✓ When making a dial-out, be certain to stick strictly to the Citi group dual-party consent
statement. Never use the LanguageLine Opening Statement Disclosure at any time during Citi
Calls.

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 Greeting and Disclosure
The following chart provides details on how to correctly use the two parts of the Opening Statement:
the Greeting and the Disclosure.

Opening Statement Example Said to Used on Notes

Thank you for calling
LanguageLine Solutions. Refer to the Interpreting
Greeting This is Kong ID 960271. Client Every Call Guidelines and Procedures in the
I’ll be your MANDARIN LLS libraries for more
interpreter today. information.
Exceptions:
You do not say the disclosure on
911 (US), 999 (UK), FEMA, USCIS,
Court and Citibank calls.
I am proud to serve you.
This call may be monitored To help you identify exceptions:

Disclosure for training and quality Client and LEP Most calls You will hear a whisper prompt:
assurance purposes. Interpreter, do not say the
opening statement disclosure on
this call.

Thank you for calling

Pacific Interpreters. This is
Kong ID 960271. I’ll be
You will say the greeting AND
Greeting and disclosure your MANDARIN
Client Most calls the disclosure on most calls. (see
together. Interpreter today. I am
exceptions above)
proud to serve you. This call
may be monitored for
training and quality
assurance purposes.

Dial-Outs
You have the ability to perform dial-outs for the Client. You can offer a dial-out by using the following
script: Is your customer with you or do you need me to call them for you?

There are 2 types of dial-outs you can make for our Clients: single dial-out or multiple party dial-out.

✓ Single dial-out means dialing one person at a time to connect with you and the Client.
✓ Multiple party dial-out means dialing multiple parties at the same time.

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Placing a Dial-Out
GATHER the detailed message (if any) and say to the Client, Please hold for your dial-out.

1. TAP the 2. ENTER the number 3. The Client is placed 4. The dial-out was successful
dial-out bar. exactly as provided by on hold and the dial-out and has been automatically
the Client and TAP dial. takes place. conferenced with the Client.

4. Introduce yourself to the LEP who answered the phone by using the following script in language:
Hi, I am a (language) interpreter. I have (Client’s name) on the line. One moment please…
Note: Include the LLS Opening Statement Disclosure when applicable. Please refer to the
Opening Statement Disclosure section in this guide.

5. The connected party now appears in the connections area.

6. If you reach voicemail, leave the message in language.

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Dial-Outs to different LEP’s on a Client Call
You can process as many dial-outs as the Client needs on a call.

For example:

✓ A Client calls and notifies you he needs to contact 8 patients. The Client provides the phone number
for the first patient, call takes place, call ends and the Client provides you with the next phone
number to call.

Follow these steps when the Client is requesting dial-outs to different LEPs on the same call:

1. Once the call ends with the LEP, TAP the x to disconnect.
2. ENTER the number for the next LEP.
3. Process the dial-out as you normally would.

Multiple Party Dial-Outs

When the Client needs to dial out and have multiple parties connected at the same time to the existing
call. (There is no limit as to how many parties you can have connected at the same time)

Follow the instructions for a single dial-out. After having successfully connected to the first party follow
these steps to add the following parties:

1. TAP the 2. ENTER the number 3. The next dial-out 4. The dial-out was successful
dial-out bar. exactly as provided by takes place. and has been automatically
the Client and TAP dial. conferenced with the other
parties.

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Using an Extension on a Dial-Out
If at any given point in time there is a need to enter an extension or follow prompts in a dialed number,
you have the ability of doing that using the keypad.

1. TAP More. 2. TAP Show 3. TAP the needed

Keypad. digits to send.

Drop One or More Parties from the Call

Once the Client specifies a party is no longer needed on the call, you are able to drop
them.

TAP the x of the party you wish to

disconnect.

The party is now disconnected from the call and the number will no longer display in the
Connections area.

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Dial-Out Failed
There might be occasions where you are not able to successfully perform a dial-out, the Mobile
Interpreter app will display error pop-ups when that happens.

End of Call

The End Call button is used to disconnect ALL parties on the line. It should be used when the Client
requests you to leave the call or if the Client does not end the call by hanging up on their end.

1. TAP the More button. 2. TAP the End Call button. 3. TAP OK. 4. You are Available
for your next call.

Note: CLICK Cancel if you DO NOT want to disconnect ALL parties and return to the main screen.

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After Call Work (ACW)
After Call Work is the state in which the system will automatically place you after a call ends. After 15
seconds, the system will automatically make you Available again. You can also make yourself Available
before the ACW ends by tapping the state bar and selecting Available.

States (Red, Yellow, Green, Blue)

The bar that displays your State will either be Red, Yellow, Green, or Blue depending on the state you
are in.

1. Red = Unavailable state that requires your attention.

2. Yellow = Unavailable state for Break and Lunch.
3. Green = Available state READY to receive calls.
4. Blue = Busy servicing a Client call.

Change Your State Using the State Bar

1. TAP the state bar.

2. CHOOSE your desired state.

Break - Used when taking a scheduled Break.

Lunch - Used when taking a scheduled Lunch.

Always refer to IMPACT 360 for your schedule.

Important Note for Contractors ONLY: You must completely log out of the Mobile Interpreter
application when you need to take a break or stop taking calls. TAP the Logout button whether you are
currently on a call or not. If you are on a call, the logout process will complete automatically when the
call ends.

Take Break/Lunch

Breaks are schedules and are displayed in IMPACT 360.

• You can select the option to make yourself Unavailable while on a call. Once the ACW ends, your state
will be updated to your requested state and you will not receive another call until you make yourself
Available again.

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• The timer at the bottom of the tile shows how long you have been in the state that you selected so
you can make sure to be back on time after your break.

Returning From Lunch or Break

3. You are Available

1. TAP the state bar. 2. TAP Available. to take calls.

Logout
The following are the reasons why you will need to log out of the system:
• At the end of your shift.
• To attend training.
• To take a health Break.

1. TAP the state bar. 2. TAP Logout. 3. You will be taken back to
the initial login screen.

Note: You can tap the Logout button while on a call. Once the current call ends, the logout process will
complete automatically.

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Transfers
The Mobile Interpreter app allows you to transfer the Client to another department. You will warm
transfer the Client, meaning you will talk to the answering person before transferring.

✓ A warm transfer gives you the opportunity to provide details about the Client’s situation to the
Customer Agent (CA) while the Client is still on hold. This provides your colleague with the
information needed to better assist the Client as soon as you complete the transfer.

The Get Assistance button will show the department where a call can be transferred to.

You will need to transfer the Client to a Customer Agent (CA) if:

✓ The Client needs an Interpreter for a different language.

✓ The Client requests a different gender to interpret the call.
✓ The Interpreter is experiencing technical issues with the system but is still able to use the transfer
function.
✓ The Client has a request for something other than interpretation, such as:
o Billing questions
o Supervisor/Commendations
o Renew contract
o Other services offered by LanguageLine

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Transferring a Client

1. TAP the Get 2. TAP Customer Agent. 3. A pop-up displays 4. Connected with
Assistance button. Customer Agent. Customer Agent.

• Once the Call Agent answers the call introduce yourself by using the following script:
o This is (your name), (language) interpreter. I’m transferring a call to you, because it is for a
different language, needs opposite gender, has billing questions, etc.

• TAP Transfer to connect the Client to the Customer Agent (CA).

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Report Call
The Report Call feature allows you to report issues using 5 main Report Call categories and sub-
categories. Some of these sub categories will require additional supporting comments.

Please refer to the table below for the categories and sub-categories:

Categories Sub-Categories
1. Problems at the start of the call • Received a call and nobody was there
• LEP Call
• Wrong language
2. Audio or video problem • The Customer couldn’t hear me
• Static on the line
• Too much background noise
• Poor video quality
3. It’s something else • Something else happened
• Report Safeguarding Concerns
4. Call ended mid-conversation • Call UNEXPECEDTLY ended mid-conversation
• Customer never returned from hold (followed hold time
policy)
• Customer said they no longer needed interpretation
5. Did not service call • Dial-out didn’t work at all
• Difficult Client or LEP
• Difficult Vocabulary or Terminology
• Test Call

Important Notes:

• Calls received only in the last 24 hours are listed to submit a Report Call. If you would like to
view the details of previously submitted call reports, this can be viewed in the Interpreter Portal.
• You will not be able to submit reports during your Breaks or Lunch. The Report Call button is not
displayed while in an Unavailable state.
• If you receive a new call while you are in the process of submitting a call report, it will be
automatically submitted if you selected the call, the category was selected, and any additional
details were entered in the Comments section, if required. If it’s not complete, the report will be
discarded.

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Report Call when in Available State

The following screenshots show how to submit a Report Call when in Available state.

1. TAP Report Call located at the lower right corner of the screen. TAP the call you would like to submit
a Report Call for. The 5 main categories display. TAP to select the main category for the call issue.

2. The main category stays displayed with the option to return to the main category list. TAP the
sub category. Note: The Submit button may or may not be enabled depending on if required
comments are needed for the selected issue. TAP Submit. A confirmation message will display your
report has been received. You will return to the Available screen.

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Report Call While on a Call

The following screenshots show how to submit a Report Call while on a client call.

1. TAP on the 3 dots located in the lower right corner of the screen. TAP Report Call.

2. TAP the call you would like to submit a Report Call for. The 5 main categories will display. TAP to
select the main category for the call issue. Note: You will see a flag icon next to a call if a report has
been submitted.

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3. The main category stays displayed with the option to return to the main category list. TAP the
sub category. Note: The Submit button may or may not be enabled depending on if required
comments are needed for the selected issue. TAP Submit. A confirmation message will display your
report has been received. TAP OK. You will return to the call screen.

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Receiving a message while logged in

The message feature will appear on your mobile screen and will be used to keep you updated on critical
system issues, training, adherence, and other important reminders. The message will not go away on its
own, unless it’s no longer relevant.

Important Notes:
• Messages will not come through while you are on a call. The message only displays while you are
in Available state.
• If you receive more than one message at the same time, the messages
will appear in severity order. The most critical message will show first,
you will then TAP on Dismiss to view the next message.

The message you receive will indicate the level of importance as well as state what the message is in
reference to and if additional action is required.

The notification has three levels to help you identify the message’s importance. These are:

1. Informational - Blue

2. Warning - Yellow

3. Critical – Red

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 New User PIN Reset

1. Go to the Interpreter Portal at: www.myllsworld.com.

2. CLICK the Change Pin button and follow the prompts.

PIN Specifications
PIN number specifications:

A. Six digits

B. Cannot contain three or more sequential numbers (e.g., 123456 is not allowed)

C. Must have at least 4 unique numbers (e.g., 112233 is not allowed)

Internet Outage Notification

The app will notify you when you’ve been logged out due to a
lost internet connection.

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Login Failure
The login process can fail due to the following reasons:

✓ Attempting to log in with invalid information.

✓ Failure connecting to the system.

The system will give an error message according to the reason of the failure.

• UPDATE the incorrect information and try to log in again.

• If you are still not able to log in, contact the Interpreter Help Desk (IHD).
o CALL the 800 number according to you geographic location.
o E-MAIL the Interpreter Help Desk at IHD@languageline.com
o SUBMIT a Support Request through the Interperter Portal at myllsworld@languageline.com.

Early Start Prevention

Your ability to log into Mobile Interpreter and become Available is coordinated with your scheduled
shift. If you log in outside of your shift or try to become Available before your Break or Lunch is over you
will see messages displayed in the Mobile Interpreter designed to help you work within your schedule as
provided in IMPACT 360. You can see these messages:

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Schedule View
Within Mobile Interpreter you can view your daily schedule, the color codes you see in the app
correspond to the same colors in IMPACT360. Follow these steps to view your schedule:

1. TAP the 2. Your schedule

Schedule button. displays.

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Update Available
The Mobile Interpreter App may display a pop-up notification “Update Available”. This notifies you there
is an update available for installation follow the steps as displayed on the screen.

Unexpected Situations
If you have an unexpected situation and cannot continue to work your shift according to your schedule,
follow these steps:

1. Log out and address the situation.

2. Log back in as soon as possible (no more than 10 minutes)

Some examples include a delivery at your door, a health need such as dry throat, cough, sneezing,
restroom, or background noise.

If you are unable to continue your shift due to an emergency situation, please report your absence to
the IHD.

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Tips for Success

1. Listen for instructions before taking action.

2. Read the screen from top to bottom, starting with reading the greeting exactly as it is shown on the
screen.
3. Warm transfers allow you to explain the reason for the transfer. It is used for transferring to
Customer Agents.

Knowledge Check

1. You will hear a zip tone when you receive an incoming call.
a. True
b. False
2. You can process as many dial-outs as the Client needs.
a. True
b. False
3. You can make international dial-outs with the app.
a. True
b. False
4. While logged in and Available, can you use other apps?
a. True
b. False
5. There is an app tutorial you can review at any time.
a. True
b. False

6. You can go Available without having a headset connected to your device.

a. True
b. False
7. You can receive Client calls when in an Unavailable state.
a. True
b. False
8. You can use the star bar for all of the following reasons, except:
a. Break
b. Lunch
c. Training
d. All of the above.
9. What do you do when you are unable to log in to start your shift?
a. Submit an SR.

© 2022 LanguageLine Solutions • 08.08.2022 • CONFIDENTIAL INFORMATION Page 39

 b. Contact the IHD.
c. Continue to try to log in.
10. When the Opening Statement Disclosure appears on your screen, you are required to mention it
to both the Client and LEP.
a. True
b. False

Knowledge Check Answers

1. A
2. A
3. A
4. B
5. A
6. B
7. B
8. C
9. B

© 2022 LanguageLine Solutions • 08.08.2022 • CONFIDENTIAL INFORMATION Page 40