Three-Way Calling Functionality

All DTA telephone systems have three-way calling capability (also known as conference calling). The three-way calling functionality must be used when a client needing interpreter services calls DTA and a telephonic interpreter must be connected.

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Instructions for Five9

When in the phone queue using Five9, a conference call must be used to connect a third party to a call. To do this:

1. In the conference screen, enter in the phone number of the party you wish to invite to the conference, or use the contact list. Select Warm or Cold depending on the type of conference you want to initiate.
   1. See Receiving Calls in the Phone Queue for more information on conference calls and transfers.
   2. For interpreter services, follow instructions in Accessing Telephonic Interpreters to connect.
2. For warm conference calls, click Initiate Conference to connect to the third party; click Add Participant to finish adding them to the call.
3. For cold conference calls, click Complete Conference to join the call together.

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Instructions for Department-Issued iPhones

To add a third party to a call:

1. Inform the client that you will put them on a brief hold while you connect an interpreter. Instruct the client not to hang up.
2. Tap the “Add Call” button on your phone screen.
3. Dial the number of the third party you wish to connect. For interpreter services, follow instructions in Accessing Telephonic Interpreters to connect.
4. Once the third party is connected and briefed, tap the “Merge Call” button on your phone screen.
5. Once merged, have the interpreter introduce themselves to the client.
6. When the call is completed, say “End of call” to the interpreter. Then, hang up; this will disconnect all parties.

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Related Topics

Guidelines for Providing Interpreter Services

Interpreter Services Policy and Procedures

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Last Update: August 3, 2023