INTRODUCTION

TO SINGLECOMM
PHONE SYSTEM
CONTRACTOR'S EDITION

MARCH 2023
Introduction to SingleComm System
Introduction
As an over-the-phone contractor, it is important that you know how to use the browser-
based phone system, SingleComm. This lesson will guide you through the different
components and features of the New Phone System.

Overview: The purpose of this software is to bring improved functionality, increased

efficiency, and enhanced communication capabilities by offering an intuitive platform for
an excellent user work experience. SingleComm is a contact center cloud-based
software, some of the key features of this platform include:

• Easy access to resources and job aids.

• Calls are handled via a web browser, there is no need for Landlines or VoIP.
• Improved communication by reducing sound quality and disconnection issues.
• User-friendly and optimizes user experience with a single unified desktop.

Learning Activities
Learning Objective: Demonstrate how to log in, change status, and log out.

There is only one system that you will need to log in to be able to receive a call: the
SingleComm platform.

Logging In

1. How do I log into the SingleComm platform (browser)?

• On your computer, open the Google Chrome browser.
• Always use Google Chrome to get started as it is the most compatible web
browser.
• Be sure to plug your USB headset in before opening Google Chrome. 3.5
jack headphones will not connect to the system properly.
• Allow a microphone if your computer asks once you are in SingleComm.
• In the URL bar, input the following website:
https://transperfect.singlecomm.com

Note: For all users, both Windows and Mac users, the only recommended browser
for SingleComm platform is Google Chrome.
2. The following website will appear, click on “Sign in with your TransPerfect ID”

3. The platform will use SSO Credentials. Type in your SSO email, and SSO email
your password:

Note: SSO stands for Single Sign On. This is what you know as TransPerfect ID
and/or ELC login credentials. All future platforms will require you to use SSO login,
an authentication method that enables users to securely authenticate with multiple
applications and websites by using just one set of credentials.
 4. Press “Sign in.”

5. Once you have successfully logged on and connected to your SingleComm

system, your screen should look like this:

Changing Status

Question: How do I change my status?

Throughout the day, you will need to step away from your phone for breaks,
lunch, etc. Before leaving your station, you will need to change your status from
“Available” to the desired option.

1. Click on the “Break Icon” to access the drop-down menu.

2. Select the desired status. If you are unable to take calls at that time, please select Offline.
If you are in auxiliary status like Break or other for over an hour, you will be logged off
the platform. This is done to keep the availability numbers accurate.
Description of Interpreter’s Statuses

Below you will find a list with each status listed on the drop-down menu and a
description of when to use each:

1. Available: Allows the Interpreter to take calls.

2. Break/Lunch: Use to mark yourself as unavailable for calls - you do not
have a schedule, so you can use these as Unavailable statuses
3. Scheduled call: Use to receive a call from us when instructed.
4. Offline: Use when leaving for the day.
Logging Out

How do I log out from the SingleComm platform at the end of my shift?

1. Change your status to “Offline” before logging out. If you do not,

you will still be able to receive calls even after logging out.

2. Once you have changed your status, to log off from the SingleComm platform,
click on “Sign Out”

3. Once you have logged off, you will be sent to the initial login page. You may
close your browser window.
Learning Objective: Demonstrate how to use the features of the Contact Center
System including:
1. Answering a call
2. Managing the Client Script
3. Concluding a call including selecting the correct “Disposition”
4. Adding a third party
5. Leaving a voicemail

Answering Calls

1. New Interpreter ID

When you log in for the first time, you will be automatically assigned an interpreter ID,
you will see it in your upper left corner, underneath your name, e.g., OPI Training,1234.

2. Run your Diagnostics Test

As SingleComm is browser-based software, it is important to run automated diagnostics
to assess your connection and ability to receive a call. Click on your Agent option
“Diagnostics” and it will automatically send you a test call.
You want to ensure you are using Google Chrome, have a USB headset connected to
your laptop, and that your diagnostics show all green as in the image displayed below.

Note: If you do not receive a test call, or any of the diagnostics boxes are not green,
please inform us at [email protected], including a screenshot of this page.

3. Click the “available” button

Once you click on the “available” button, you are ready to take calls; when you receive a
call, you will be notified with a pop-up window on your screen and a tone that will be
heard in your headset announcing that you have an incoming call.
Question: What will I see on the screen when there is an incoming call?
Answer: When you receive a call, you will hear the voice prompt announcing the name
of the client. Simultaneously get a pop-up window on your screen notifying you of the
incoming call, followed you will see the Greeting Script on your SingleComm page.

Question: How do I answer a call?

Answer: The system will route the call for you to manually “accept” it. You will hear a
beeping sound announcing the call, followed by the prompt below.

Managing the Client Script

The Client Script (previously referred to as Blue Screen Pop) contains the details of the
call that is automatically generated when a call is received. The details will include who
is calling, any extra questions that need to be answered (e.g., What is your name? What
department are you calling from?), or if you must answer using a different greeting or in
the other language (e.g., One Call Care Management).
If your Client Script contains a section to collect data, ask the questions to the Agent as
part of your greeting.

Best Practice – Managing Client Scripts

The Client Script or the questions displayed will vary depending on the client. If the
call has data collection questions, they will be right under your greeting, marked with
a red star. The questions shown may not be the full scope of data collection. Please
type in the answers in the boxes, and if additional questions are needed, they will
reveal themselves as you fill in previous questions.
Concluding the Call

Question: What do I have to do at the end of each phone call?

Answer: At the end of every call, you should follow these steps:

1. Hang up
2. Select the appropriate “Disposition” (previously knows as Wrap
Code)
3. View the “Complete” screen
4. Review your disposition.
5. Select if you are ready to go back to available or to a different status
6. Click “submit”
1. Hang Up.
Click the “Hang Up” button located at the bottom left-hand corner of your
SingleComm page.

2. Select the Appropriate “Disposition”

In your Client Script, choose the “Disposition” (aka dispo) that best describes the
connection quality of the call.
Once you have selected your “Disposition” click the “finish" button to continue.

Description of the “Disposition” options

OPI General
• Good Call: Call completed successfully.
• Test Call: The RR team or IT are testing the account.

OPI Audio Connection

• Poor sound or connection: Bad connection, sound quality issues, unable to hear
the other parties.
• No audio: Dear air, the call had no sound.
• Customer disconnected: The caller (Agent) disconnected, leaving you alone or
with LEP only
• Line disconnected: Call disconnected by any of the other parties.

OPI Other (Interpreter)

• Transferred to Customer Service: After successfully connecting the calls to CSA
for further assistance.
• Wrong language: Call received for a language that you are not trained on, and it
needs to be transferred to CSA.
• Hard stop – Call declined: Calls that require all questions answered and the
called does not have or does not provide the answer(s).
3. Click “Finish” to close the Disposition page and see the “Complete” screen, make
sure you click “Next”.

4. Review that your “Disposition” option is properly selected

5. Select if you are ready to return to available or different status. Make sure you
select the proper status that you want to use, click “yes” to go back to
available, or any other status as applicable and then click the “Submit”
button.
Adding a Third Party (Dialing Out)

Question: How do I add a third party?

Answer: Once you have received the request, the client screen will guide you through
the Dial Out script for clients requesting the service. If they have not requested the
service in advance, please use your Dial Out script.
Dialing Out – Following Client Script
There are some clients who have requested the Dial Out service in advance
(previously displayed as Yellow Banner). For this call type, the Client Script will walk
you through the process, follow the prompts:
1. Select “yes” or “no”.

2. Fill out the answers by asking the questions to Agent/Client. Verify all the
information, and numbers included. For US numbers, please enter 1 before number.
International dial outs are not expected of you, aside from specific clients, like OCCM.
3. Once you have collected all the information, click on the “Click to Conference LEP”
button.
Once you do this, the SingleComm platform will automatically conference all parties
together. You no longer need to click and drag the calls together. Please indicate
the Outbound Dial connection result by selecting if you reached the LEP or a
Voicemail.

4. If you select “Voicemail”, you will be prompted with the following script to introduce
the voicemail you noted down.
5. If you select “Reached LEP”, you will be prompted with the following script to
introduce yourself as the interpreter and inform the person on the other line where
you are calling from.

6. Click “Finish” to close the Disposition page and see the “Complete” screen, make
sure you click “Next”.
7. Review that your “Disposition” option is properly selected

8. Select if you are ready to return to an available or different status. Make sure you
select the proper status that you want to use, click “yes” to go back to available, or
any other status as applicable and then click the “Submit” button.
Dialing Out – Pulling up the Dial-Out Script
The are some other clients who have not requested the Dial Out service in advance. For
this call type, pull your Dial Out script:
1. Once the Interpreter has received the request to place an outbound call, the
Interpreter will use the Dial-Out Script as follows:
To English speaker/client: I will be happy to help you; may I have your
patient’s/customer’s name and phone number, please? Thank you…If I receive a
voicemail, would you like me to leave a message? Please hold a moment while I
dial.
2. Next, click on the button showing on the left-hand side of your
screen.

3. Next, type the third party’s number on the box located in the middle of your screen,
and press “Dial” to call the number provided, the SingleComm platform will then
automatically merge all parties. For US numbers, please enter 1 before number.
To LEP Speaker: Hello, I will be your English Interpreter. I will interpret everything you
say. Please speak clearly and use short phrases. May I speak with [customer/patient]
name?
Leaving a Voicemail: This is an English interpreter calling on behalf of [Client’s
information].

4. You will have additional control buttons displayed on the left-hand side of your
screen. The big buttons control your client’s main interaction, and the smaller control
buttons control your outbound dial.

5. At the end of your call, click on the small “End” button to release the third party. You and the
client will stay on the line.

6. Click the big “Hang up” button to release the client’s call and end the interaction.
7. Click “Finish” to close the Disposition page and see the “Complete” screen, make
sure you click “Next”.

8. Review that your “Disposition” option is properly selected

9. Select if you are ready to return to available or different status. Make sure you select
the proper status that you want to use, click “yes” to go back to available, or any
other status as applicable and then click the “Submit” button.