Call Handling FAQ |
Active call is not showing in ASSIST
The user must make sure they are logged into their position in order to receive active calls. Click on the user’s initials on the bottom left, then click “Log into position.” From there, select the user’s position from the dropdown list |
Translation |
Incoming call is in Spanish, but transcription isn't transcribing anything.
The call taker but select “Detect Language” or select “Spanish” from the language dropdown above the transcription view in order to see the transcription in the caller’s language. Once selected, the whole transcript should re-transcribe in that language |
Guidecard Assistant |
Why isn’t my Guidecard appearing during the live call? |
Guidecards must be loaded into Knowledge before they can be displayed in Assist. Go into CommsCoach > Knowledge and make sure you have published, active Guidecards |
The Guidecard assistant must be activated in order to see Guidecards during the call. Go to Settings > Assistants and make sure the Guidecard assistant is “Active” and there are Knowledge Guidecards listed within that version |
The screen layout may need to be reset. Once you have confirmed the Knowledge Guidecards are published and active for Assist, try resetting your screen layout to see if the appropriate tabs appear. |
Lastly, make sure the call has an aligned Guidecard. If a call comes in for a Domestic Violence event, but the only Guidecards uploaded to Knowledge are for Armed Robbery and Traffic Accident, then there will not be a relevant Guidecard to prompt the call taker |