CapTel News from Ultratec – July 2005 Automated Voice Response
Contents
1. NEWS amp HELPFUL TIPS FOR PEOPLE WHO USE CAPTEL CapTel News from Ultratec July 2005 CapTel and Automated Voice Response Systems How Voice Recognition Errors May Affect Your Captions Handling Delays with the Cap7el Phone Making Life Easier with 2 Line Cap7el Service CapTel Customer Service Working for You Automated Voice Response Systems It happens almost every day all you want to do is talk to a real person and instead you get a barrage of recorded alternatives like For sales press 1 for service press 2 for hours and location press 3 and so on These systems called Automated Voice Response Systems are no problem for the Cap7el You may enter a menu selection on your Cap7el number keypad at any time during a recorded menu even though captioned text is still in progress You don t have to wait to hear the entire menu before making your choice enabling your call to be directed correctly as quickly as possible Many automated systems allow you to enter a specific extension If you know your party s extension you may enter it now for example As with press 1 press 2 systems the Cap7el allows you to simply enter the desired extension with no waiting At CapTel we can t make automated systems go away but we have worked to make navigating them as fast and convenient as possible gt i Gp Gp Gp ap Gp ap 4p ap NA CapTel Customer Service Ultratec Inc 4502. Science Drive Madison WI 53711 1 888 269 7477 CapTel Voice 1 800 482 2424 TTY CapTel CapTelMail com www captionedtelephone com CapTel Customer Service Working for You CapTel Customer Service is your source for answers to any questions about your Capel phone We d also love to hear your comments concerns and CapTel experiences But you have to contact us and let us know If you or anyone you know wants to know anything about Cap7el we are only a phone call e mail or letter away and we look forward to finding out how we can best serve you Please contact us How Voice Recognition Errors May Affect Your Captions It may sound simple but for people who have never been able to iust pick up the phone and dial prior to Caplel what a difference it has made Capel User in Pennsylvania The more you use Cap7el the more likely you are to see odd words occasionally sneaking into your captioned conversations words that don t seem to fit with what was being said at all your neighbor talking about the crunch sale he s having over the weekend being told to leave a message at the sound of the town or being asked Howard cue viewing when you could have sworn you heard How are you doing These are examples of the kinds of errors that may occur during a Cap7el call While they don t happen often captioning errors can be confusing at times Why Errors Occur CapTel captions are pr
3. ant to say something like I m on the line I will be with you shortly to let the other party know that you are there Many Cap7el users simply let the other person know that they are using a Cap7el phone You may choose to explain I am using a captioned telephone for this call You may experience a slight delay before I respond while I read the captions OK This may also prevent accidental hang ups especially when dealing with businesses or people you are calling for the first time who may be more prone to hanging up if they answer your call and hear no response for more than a few seconds Holding M Hey how is it going 000 Outgoing Volume a p lm listening Often CapTel users inform their callers that they are waiting for captions so as to avoid any awkward pauses during conversations For example if someone with whom you were speaking asked an emotionally weighty question and there was nothing but silence on the line for a longer than normal period of time it could be misconstrued as a negative response when in fact you were simply waiting to find out what the question was When appropriate you may want to make small acknowledgements such as Uh huh or Hmm while waiting for captions to appear Alternately you might simply say something like One moment I m reading captions There are times when captions take noticeably longer than 3 to 5 seconds to appear o
4. ification number of the CA which may be found by using the Reviewing Captions feature of your Caplel see your user manual for details CapTel makes using the telephone as fast and easy as using a standard telephone Ideally this means that delays are kept to an absolute minimum but there typically is a 3 to 5 second delay between the time a Cap7el Communications Assistant CA transcribes the other end of the conversation until the time it appears on your display screen as captions Occasionally delays may be longer depending on the speed and complexity of the conversation or problems on the line that could interfere with the rate at which captions are displayed What can you do to make sure that the other person knows that you are there during these delays S519341 Ringing t F Hello this is Kim can I sure one Using the Signal Meter One of the most useful tools for handling delays is the Signal Meter which is the square graphic that appears in the Cap7el display screen during a captioned call outgoing and incoming The Signal Meter lights up to indicate sounds on the line such as the caller s voice or a busy signal It indicates that a sound is coming through the handset even if the sound is not loud enough for you to hear The size of this meter expands and contracts with the volume of the sound When a call begins if you see the meter moving whether or not you hear a voice or see captions you may w
5. n your CapTel display While this may occasionally be caused by technical difficulties a more common reason is that the person on the other end is speaking very quickly or using many complicated terms or proper names The nature of the CapTel voice recognition technology requires that a CA must speak in a certain manner to generate accurate captions This means that if you are speaking with someone who is talking fast you might experience delays while the CA is re voicing what your caller is saying Uncommon words and proper names must be inserted into captions by typing since these words may not be recognized by the system If you notice sizable delays in the captions you may ask the other party in your conversation to slow down slightly if it appears that they are speaking faster than their words can be captioned or to spell out complicated words or names to insure the most accurate Cap7el experience possible Making Life Easier with 2 Line CapTel Service Our community has Imagine how convenient it would be if anyone at all could just call you without having a rolling automated to dial a special number first Imagine telling friends and family to throw away their Call Me cards With 2 line Cap7el you don t have to imagine 2 line Cap7el means greater l l freedom for you and more convenience for anybody who calls you And that s not all emergencies received With 2 line CapTel you can a call telling me to boil the
6. ovided by computerized voice recognition technology which sets the Cap7el phone apart from traditional relay systems Instead of typing a Communications Assistant CA is actually speaking the words your caller says into a computer which translates what the CA says into the captions that you see on your Cap7el display screen This creates a flow that is much faster and smoother than could be produced by typing but it also increases the chance that the computer will misinterpret what is being said making errors appear in your captions How Errors Are Corrected Because captions are sent live the only way to fix errors is after the fact Have you ever encountered words in arrow brackets lt like this gt Those are corrections When a CA spots an error he or she makes corrections as quickly as possible so that the CapTel user can see the correction while the error is still visible making it easier to figure out what was really being said A sentence with an error and subsequent correction might look like this I will meet you at the vest want at 1 30 lt restaurant gt In this example the words vest want are errors corrected in arrow brackets as lt restaurant gt If a word or words are consistently being captioned incorrectly especially if a call is very fast involves multiple speakers as in a conference call or contains many unusual words or phrases you may want to ask whomever you are speaking
7. water because it was not safe to drink later found out a water main had broken Without CapTel would not have been able to How does 2 Line CapTel work calling system for Caption every call at any point in the conversation Turn captions on and off at will during a call Enjoy Call Waiting without interrupting captions and even receive captions of the second call Pick up an extension line and share a call without interrupting captions Understand a word CAPTEL USER OTHER PARTY E Talk to the other person and listen to her response Thanks again and again and again 2 Line Caplel User on East Coast A The CapTel automatically connects the call to the captioning service via the second line E which transcribes it into text that appears on the CapTel display To learn more about how to take advantage of 2 line Cap7el please contact Cap7el Customer Service toll free at 888 269 7477 or go to www captionedtelephone com 2linefaq phtml Next Issue m Using Hearing Assistive Devices with the CapTel Phone m Captioning External U l t r ati e C Answering Machine Messages Send us your email address to get the latest CapTel news electronically Visit our website And much more www captionedtelephone com and click on Contact Customer Service to sign up 903 011400 7 05
8. with to clarify spell out certain words or simply slow down slightly to allow the CapTel CA to make any needed corrections in a timely manner Errors may also occur because of line noise or interference somewhere along the signal path If a call is proceeding with no captions or erratic captions or if you see static appear on your display it could be that the CA is not receiving audio or that there is interference hindering the captioning process How to Let Us Know If you receive a captioned call with numerous errors corrected or not please contact Capel Customer Service Make a note of the date and time of the call and use the Reviewing Captions feature of your Cap7el Phone as outlined in your Cap7el User Manual Scroll up so that you can see the number of the CA handling the call as indicated by CA xxxx in the display This information will help us trace and correct any problems so that we may provide the best possible service for our valued Cap7el customers Handling Delays with the CapTel Phone Clients had a hard time understanding how to contact me via phone and were not very comfortable with relay calls Caplel is much more natural and conven ient all around Caplel User in Ohio For cases where delays are interfering with your ability to enjoy a conversation please contact CapTel Customer Service noting the time and date of the call in question along with the ident
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