interpreter user guide last update: 28/02/2020 page 2 of 22

Capita LiveLINK – Interpreter User Guide Last update: 28/02/2020 of 22

1. Introduction .................................................................................................................................................................... 2

2. Technical set up .............................................................................................................................................................. 2

3. Google Chrome setup ..................................................................................................................................................... 2

3.1. Download and install .......................................................................................................................................... 2

3.2. Enable microphone ............................................................................................................................................. 2

4. Working in Capita LiveLINK ............................................................................................................................................. 4

4.1. Login to the platform .......................................................................................................................................... 4

4.2. Connection self-check on login ........................................................................................................................... 4

4.2.1. Audio ............................................................................................................................................................... 4

4.2.2. Video / Audio .................................................................................................................................................. 6

4.3. Video option ....................................................................................................................................................... 8

4.4. Settings ............................................................................................................................................................... 8

4.5. Set your working status ...................................................................................................................................... 8

4.6. Set your availability/working schedule ............................................................................................................... 9

4.7. Audio calls ......................................................................................................................................................... 11

4.7.1. Receive a call as an Operator ........................................................................................................................ 11

4.7.2. Receive a call as an Interpreter..................................................................................................................... 15

4.7.3. Create a conference call with a third party .................................................................................................. 17

4.8. Video calls ......................................................................................................................................................... 18

4.9. Completing the call ........................................................................................................................................... 19

4.10. Transaction history ....................................................................................................................................... 20

4.11. Forgotten password ...................................................................................................................................... 21

4.12. Test your connection speed .......................................................................................................................... 22


1. Introduction

Capita LiveLINK is used by customers to access a professional interpreting service online or via the telephone as and when needed. The service is available 24/7.

Once a call comes in, the system sends a notification to available interpreters for the requested language who are currently logged in and not on another call. Once an interpreter accepts the call, the system retrieves the notifications sent to other interpreters for this call. Please see the information below on what you will need to work in the system and how to take customer calls.

2. Technical set up To work in the system, you will need:

• Desktop or Laptop computer - web connected with updated Google Chrome web browser

• Headset

Note:

• The use of smartphones to access the portal is forbidden

• You must use Google Chrome to access the portal

• The steps below should be followed after setting up your headset

3. Google Chrome setup

If you don’t already have Google Chrome installed, you can download it from this link:

https://www.google.co.uk/chrome/browser/desktop

When you first login to the platform in Google Chrome after plugging in your headset (headphones with an integrated

microphone), you will be asked whether you wish to allow it to be used or not. Click ‘Allow’.

Follow the steps below to make sure your microphone is enabled in Google Chrome.

1) At the top right, click the three vertical dots that open the browser menu settings and choose ‘Settings’.

https://www.google.co.uk/chrome/browser/desktop


2) Click ‘Advanced’ at the bottom of the page.

3) In the ‘Privacy and security’ section, click ‘Site settings’.

4) Select ‘Microphone’ and make sure that ‘Ask before accessing’ is enabled and not set to ‘Blocked’.

Confirm that the device listed here is the headset you will be using. To change the device, click on the list and

select from the dropdown.

5) Go back to ‘Site settings’ and select ‘Notifications’. Make sure that ‘Ask before sending’ is enabled and not set to ‘Blocked’.

6) Go back to ‘Site settings’ and select ‘Camera’. Make sure that ‘Ask before sending’ is enabled and not set to ‘Blocked’. Confirm that the device listed here is the camera you will be using – the default integrated camera of your laptop

or a separate camera depending on what you will be using. To change the device, click on the list and select from

the dropdown.


7) It is important to answer “Yes” when asked whether to allow Google Chrome to use your microphone and

camera (needed for video calls).

8) If you are still experiencing issues, please refer to ‘Capita LiveLINK Google Chrome Troubleshooting Guide’ for

further information.

4. Working in Capita LiveLINK

Go to https://livelink.capita-ti.com/provider/ and log into your account using the details provided by Capita TI (these will

have been provided separately).

We advise that you save this link to your bookmarks.

Every time you log in, the platform will automatically test your connection to ensure that the audio quality (and the

video quality – if you are enabled for video calls) is fine.

Please note that your headset needs to be connected and you should have completed the instructions in the previous

section ‘Google Chrome set-up’ set up before you do the connection test.

If you only work on audio calls, you will need to complete an audio connection self-check on login. You will see the

following notification and your status will be set to Offline until the connection test is passed.

https://livelink.capita-ti.com/provider/


Click ‘Start’ to initiate the test. The screen will change to the following:

You will hear ‘Please repeat these three numbers’, followed by random three numbers.

Repeat the numbers. If there are connectivity or sound issues and the voice recognition cannot pick up your voice, you

will hear new numbers to repeat. You have three tries in total. If the test fails, the platform will advise you to restart

your computer and retry.

Please ensure that your headset is properly connected and set up before retrying, otherwise the test will

automatically fail. You can restart the test by clicking on the ON/OFF button.

If you are still experiencing issues after you have restarted your computer, please check the Google Chrome

Troubleshooting Guide available here. Alternatively, you can contact our team at [email protected].

If your headset is properly connected and set up and the sound quality is fine, the audio test will be passed.

https://www.capitatranslationinterpreting.com/wp-content/uploads/2018/02/Capita-LiveLINK-Google-Chrome-Troubleshooting-Guide.pdf

mailto:[email protected]


Click ‘Next’ to continue to the next screen.

Now click ‘Ok’ to return to the Home page. Your status will automatically be updated to Online.

If you work both on audio and video calls, you will need to complete an audio and video connection self-check on login.

The check will be very similar to the audio self-check described above but with a check of the video connection included.

You will see the following notification and your status will be set to Offline until the connection test is passed.

First you will need to do the audio check – see details in the previous section.

Once the audio test is completed, the system will proceed to the video check. You will see the following screen.


Wait a few seconds for the video to load and if everything appears fine, select ‘Yes’ and click ‘Next’.

If the video check fails, you will see the following message.

Please check that the camera settings in Google Chrome are configured as per the instructions in the ‘Google Chrome

Set-up’ section of this user guide. Update them if necessary and try retaking the test. Sometimes a system restart

may be needed after an update of a setting.

If you are still experiencing issues after you have restarted your computer, please check the Google Chrome

Troubleshooting Guide available here. Alternatively, you can contact our team at [email protected].

If the camera is properly set up and the video connection is fine, the test will be passed.

https://www.capitatranslationinterpreting.com/wp-content/uploads/2018/02/Capita-LiveLINK-Google-Chrome-Troubleshooting-Guide.pdf

mailto:[email protected]


Click ‘Ok’ to return to the Home page. Your status will automatically be updated to Online.

Please note – if the last time you were logged into the Interpreter portal you were set to ‘Audio Only’, when you log in

now, the system will only ask you to complete the audio check.

If the setting is then changed to ‘Video / Audio’, the system will ask you to complete the audio and video check again.

Depending on whether you have been enabled to service video calls and depending on what calls you should be

servicing each time you are logged into the Interpreter portal, you can control this setting through the following option.

Click on the arrow to switch between the ‘Audio Only’ and ‘Video / Audio’ options.

Please note – when you are on a ‘video shift’ (as advised by our team), please ensure that this option is set to ‘Video /

Audio’! At any other time, the settings should be set to ‘Audio Only’!

You can view your account’s settings through the cog icon in the top left. Here you can set your working schedule, view

your transaction history, your display name and the languages and roles enabled for your account.

For more information on setting your working schedule and viewing your transaction history, please see the relevant

sections in this user guide.

1) After logging in you can see your current status at the bottom of the screen.

In order to be contacted for customer calls, you have to be marked as Online.

You will be automatically marked as Online when you log in and as Offline when you log out.

If you close the browser or your computer goes to sleep, the system will automatically log you out after some

time.

2) Click the ON/OFF button to toggle your availability.

It is very important to ensure that your online status is accurate. Please always set your status to Offline when

you are away and / or unavailable to take customer calls.


You can select from a number of options for going offline and can even set an estimated off time.

Alternatively, please completely log out of the portal (especially when you are finishing for the day) using the

button in the top right corner:

If you don’t set yourself as Offline or log out when you are not available for calls, and this results in missing

notifications for 3 consecutive incoming calls, the system will force you Offline to avoid prolonged customer

waiting times. You won’t be considered for new calls until you manually revert your status to Online.

Please note that missing a number of call notifications may result in sanctions taken against your account.

3) When you return and are ready to take customer calls, click the ON/OFF button again to change your status to

Online.

1) You can view and set your availability in Settings > My Working Schedule.

2) To set your future availability (up to 4 weeks) click ‘Change Working Schedule’.


You can navigate between different weeks with the ‘Previous’ and ‘Next’ buttons at the bottom of the page:

3) Enter the dates and timeslots when you are available using the calendar and time pickers.

In the ‘Available’ section you can choose from three options:

- Available – choose this when setting a period when you plan to be online - Available as Alternative – choose this when you do not plan to be online during this time but would not mind

being contacted by our staff outside of the system to check if you could log in to service a call - Not Available – choose this when you want to delete a previously set availability period If your availability is the same over a certain period, for example this week you are available from 10:00 am to 2:00 pm every day, you can enter the dates and times, and when you click ‘Save’ this will be applied to all days in the chosen period.

4) You can enter more than one timeslot per day/period.


Enter the first timeslot and click ‘Save’. To enter another timeslot for the same day/period, click on ‘Change

Working Schedule’ again and enter the additional timeslot. This time change the option at the bottom to 'My

schedule remains the same for the time not defined above'. Click ‘Save’. You will now see the different timeslots

displayed in your schedule.

5) If you need to change previously set availability, you can do so by setting the availability for the same period again

with the option ‘I am not available other than the time defined above’. This will overwrite any previous availability.

If you need to delete previously set availability, set it again for the same period but this time choose the ‘Not

Available’ option.

6) Please note that setting your availability does not automatically mean that you will be contacted for customer

calls during the times you have said you are available. You need to be logged in the system and marked as

Online to be contacted for customer calls.

In the near future, in addition to on demand calls, we will also have pre-booked appointments in LiveLINK.

When sending offers for upcoming appointments, the system will use the availability information you have

entered. If you have not set any availability, the system will not automatically consider you as an option for

pre-booked appointments.

1) If you have signed up to work both as an Operator and an Interpreter, you will be contacted for calls to service in

either of these capacities.

When you are being contacted in your Operator role, you will hear a ring tone, see a pop-up notification and also

see a message on screen in the portal. Click ‘ACCEPT’ to take the call.

The language of the call will be listed as ‘Operator’.


2) You will see the following screen whilst the call establishes.

3) A script window will appear on screen.

It is important that you wait until you see ‘Call-in User In Call’ or the actual customer name ‘In Call’. This means

the call is now connected and the customer can hear you. You should now read the script in full. It will

automatically include your name, Interpreter ID number and the language you interpreter in. It is important that

you read all this information to the customer.

The script will vary depending on what the customer needs assistance with.

Please always ensure you fully follow the script and record the required information correctly and entirely as

it is used for call routing and billing purposes.

Once you have filled in the required information on a certain page, click ‘Next’ to move to the next part of the

script, or ‘Back’ to go back to the previous screen.

a) In most cases the customer will need assistance only with choosing the language they require service in.

▪ In such a call you will see the following script. Click the arrow in the drop-down menu to display the language

list. The languages are ordered alphabetically. You can start typing the language and the system will show you

the available options. Alternatively, you can scroll through the list to find and select the requested language.

If you cannot hear clearly, please ask the customer to spell / repeat.

Once you have selected the required language, click ‘Next’ to go to the next screen.


If you cannot immediately find the language, try alternative spellings or scroll through the list to check the

available options. Please note that some languages may have alternative names, for example Slovenian and

Slovene.

If you are still not able to find the requested language, ask the customer if the non-English speaker speaks

any alternative languages and try them instead.

If that does not work either, then choose ‘Language Not in the List’ to escalate the call to our backup provider.

Please note that this option should only be used if the requested language is not included in the language list.

▪ If you meet the interpreter requirements for this call – language and gender preference (if previously chosen

by the customer), the system will automatically give this call to you in your Interpreter capacity. You will see

the following script. Read it out and click ‘Start Service’ to close the script window. The screen will update to

show in ‘In Service’ with the call time listed.

Please ensure that you click ‘Start Service’ as otherwise the system will not differentiate the operator part

of the call from the interpretation part. This may affect how quickly we can process your payment for this

call.


Please note this script may vary per customer so ensure to read it out as it appears on the screen. For some

customers, you will need to ask and record some additional information before you can proceed with the call.

The system will prompt you when this is needed. For more information on such customers, please see section

‘Receive a call as an Interpreter’.

▪ If you do not meet the interpreter requirements for this call, you will see the following script. Read it out

and click ‘Route Call’ to route the call back into the system which will automatically look for an appropriate

interpreter. You do not need to do anything else for this call.

b) More rarely, the customer may need assistance with collecting all call information.

▪ In such calls the system will first prompt you to ask for the customer’s six-digit PIN number. The PIN is always

six digits (no letters). You cannot proceed to the next screen unless you enter a PIN. Once the PIN is entered

in the field below the script, click ‘Next’. The system will now try to verify it against our database.

▪ If this PIN exists in the system, you will see the script to select a language. Please see the instructions on

selecting a language on the previous page of this guide.

▪ Once you’ve selected the language, you’ll be prompted to ask the customer if they require an interpreter of

specific gender. If they don’t, choose ‘No Preference’ (default option) and click ‘Next’.

If the customer has a preference, click the arrow in the drop-down menu, select the relevant option and click

‘Next’.


▪ If you meet the interpreter requirements for this call, the system will automatically give it to you in your

Interpreter capacity.

▪ If you do not meet the interpreter requirements for this call, you should route the call back into the system.

▪ You can find information on both cases on the previous page of this guide.

▪ If the PIN given by the customer does not exist in the system, you will see the following script:

The text in brackets is an instruction for you only and you shouldn’t read it to the customer.

The ‘Back’ button will bring you to the previous page where you can re-try the PIN collection.

The ‘Next’ button will bring you to the following script. Click ‘Route’ to transfer the customer to our support team.

1) If you have signed up to work both as an Operator and an Interpreter, you will be contacted for calls to service in

either of these capacities.

When you are being contacted in your Interpreter role, you will hear a ring tone, see a pop-up notification and

also see a message on screen in the portal. Click ‘ACCEPT’ to take the call.

The language of the call will be listed.




It is important that you wait until you see ‘Call-in User In Call’ or the actual customer name ‘In Call’. This means




Please make sure your follow the script fully as it may vary depending on customer.

Click ‘Start Service’ to close the script window. The screen will update to show ‘In Service’ with the call time listed.

4) For some customers you will need to collect additional information at the beginning of the call. If you accept a

call for such a customer, the script will include instructions on what questions to ask and a field to enter the

information in.

For Police customers this would be the shoulder or Force number. It can vary in length and consists of just letters,

or digits, or a combination of both. Type the shoulder / Force number as given by the customer in the field under

the script. If you cannot hear clearly, please ask the customer to spell / repeat.

The text in brackets is an instruction for you only and you shouldn’t read it to the customer.

Once you’ve entered the required information, click ‘Next’ to move to the next screen. If you try to do that without

filling in the required information, the system will not let you.

On the next screen, click ‘Start Service’ and the script window will disappear.


Please make sure you follow the script fully and record the required information correctly and entirely as it is

used for call routing and billing purposes.

1) If the customer requests that you invite a 3rd party to the call, i.e. the non-English speaker (NES), ask them if you

should leave a voice mail if the NES doesn’t pick up and what it should say. Then click on the + (Invite) button and

a keypad will pop up. Enter the phone number given by the customer and click ‘Call’. The customer will be put on

hold.

2) Once you are connected to the 3rd party, explain why you are calling.

The ‘Merge’ button will now be enabled. Click it to connect all parties in a conference call.

If the NES doesn’t pick up or if you reach a voicemail inbox (leave a message if instructed), please click the red

‘Hang Up’ button to return to the customer call. Do not click ‘Merge’ unless your call has been answered by

someone on the 3rd party’s end.

3) Once you’ve clicked the ‘Merge’ button, the message on top will say ‘In conference’ which means you are

connected to both the customer and the 3rd party.


You can add up to two connections to a 3rd party, i.e. the maximum number of participants on a conference call

created through this functionality can be four: the customer, yourself and two other connections to 3rd parties.

Once the customer or you end the call, the connection to any 3rd parties will end as well.

1) Video calls are only for interpretation and do not include an operator part.

The notification for an incoming video call is very similar to the notification you receive for an incoming audio

call. The only difference is the presence of a camera icon in the top left corner of your screen instead of the

phone icon which appears on audio calls notifications. This is how you will know you are being offered a video

call.

You will hear a ring tone, see a pop-up notification and also see a message on screen in the portal. Click ‘ACCEPT’

to take the call. The language of the call will be listed.




It is important that you wait until the video is fully loaded – you should be able to see the customer. This means




Please make sure you follow the script fully as it may vary depending on customer.

Click ‘Start Service’ to close the script window. The screen will update to show ‘In Service’ with the call time listed.

4) In the right part of the screen you have the following controls:

- Mute – if needed, you can mute your sound from here

- Hide me – if needed, you can temporarily stop your camera from here

- Hang up – at the end of the call, once the customer no longer needs your services, if they have not hung up

the call, you can end it from here

Please note - currently you cannot conference in a 3rd party to a video call. This feature may be available in the

future.

1) When the call has ended, you will see the following screen.

2) If accessing the service online (not available when accessing via landline), the customer has the option to

reconnect back to you within one further minute, or they can manually confirm that the call has finished.


3) If the customer chooses to reconnect with you, there will not be a sound notification – the screen will just load

the call again.

1) You can view any calls that you have previously serviced in Settings > Transaction History.

2) The report shows the language, duration, transaction ID and start and end time of each call.

By default, this section displays the calls you have serviced in the last 30 days with the latest calls displayed on

top. Use the scrollers on the side to load more calls.

You can search for calls for a specific period by selecting the respective dates in the calendar.


3) If you have forgotten or need to change your password, you will need a verification code. To requests one, go to

https://livelink.capita-ti.com/provider and click ‘Forgot Password’.

4) Enter the email address you are registered with and click ‘Submit’.

5) Choose the method via which you want to receive the verification code – a text message to your phone or an

email. Click ‘Yes’ on the next screen.

6) Enter the verification code you have received. Enter and confirm your new password and click ‘Submit’. Your

password is now changed. You can return to https://livelink.capita-ti.com/provider to log in with it.

https://livelink.capita-ti.com/provider

https://livelink.capita-ti.com/provider


If you are having issues with the connection, you can test your internet speed.

Click this icon in the top right corner: . The test runs automatically when you click the icon and the results remain

on the screen.

If we have requested this information from you, please screenshot the results and report them back to us.

If unable to screenshot, report back both the upload and download numbers.

interpreter user guide last update: 28/02/2020 page 2 of 22

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