Troubleshooting Audio Issues
Audio and technical difficulties are sometimes inevitable when three telephonic lines are involved. As OPI interpreters, the best that can be done is to learn how to overcome audio challenges gracefully. During regular, non-CMS calls, interpreters often follow a protocol to attempt to resolve audio problems. Typically, this protocol ends with the interpreter suggesting that the client call back to the call center if the audio problem is not resolved.
However, when a call has been identified as a CMS audit, any audio issues that are observed during the call should be handled with special care.
Interpreters should remain connected throughout CMS calls to ensure that time limits are met. Because the timing element is important during these CMS audits, interpreters should troubleshoot audio challenges as much as needed, and try their best to interpret what is being said without disconnecting.
Here are three things to remember when addressing any line issues:
1. Make it known that there is a problem. Tell both the client and LEP.
2. Suggest a way to resolve the problem if possible, such as making sure the connection on the caller’s phone is secure or asking the LEP to speak louder if necessary
3. Transparently ask for repetition and clarification to remain accurate
A good response to a client when sound quality affects the interpreter’s ability to understand the LEP might sound like this:
“This is the interpreter speaking. The interpreter is not able to understand the LEP due to poor audio quality and will now ask the LEP to repeat himself.”
Here are some other steps you can take as an interpreter to ensure your calls stay connected:
- Do not use any battery operated or cordless/wireless phone equipment.
- Invest in an Uninterruptible Power Supply to connect your phone equipment to. This way, if there is a power surge or a brown out you will not lose connection.
- Do not log in to our phone system to assist with interpretation when there is severe or inclement weather in your area.
- Purchase your phone service through a reliable service provider who will be able to guarantee a very high MOS score (a low number of disconnections and/or connection problems).
- Only use Plain Old Telephone Service (POTS) or Fixed Voice over IP (Fixed VoIP) phone service. Do not forward your calls.
If you do experience a disconnection, or issues with connectivity, we want to hear from you. Please report CMS connectivity issues through our Interpreter Portal.