Quick Guide for All Staff at 191

This interactive guide covers all aspects of using Dialog One’s interpreting services, from instant connections to scheduling and account management. We emphasize the most cost-effective methods for interpretation. Key Recommendation: Prioritize On-Demand Services To maximize cost-effectiveness, always try to use **On-Demand (VRI/OPI)** services first. These are billed **per-minute**. **Scheduled services** often have a 2-hour minimum...

Service guidelines

Before requesting an interpreter, check our language availability click here! When requesting interpreters through our services, it’s vital to adhere to our policies to ensure a seamless experience. We recommend reviewing the Language Availability page before placing a call through our On-demand platform. If the desired language is unavailable on-demand, it is necessary to submit...

Inviting a Team Member

To invite a member into your account:  They should get an email invitation with a 24 hour expiration period. If it has been more thatn 24 hours, please resend the invitation by clicking on the members account and selecting “Resend invite”. If the member did not get the invitation, please reach out to customercare@dialog-one.com and...

Accepting an Account Invitation

Invitations to the platform come through email. You will have 24 hours from when Dialog One sends your invitation to accept it. If it has been more than 24 hours since the invite was sent you will need to reach out to your account manager or customercare@dialog-one.com and ask them to resend it. The subject...

How to Join a Scheduled Appointment from a Web Browser

Joining the call Click Join to be connected to the interpreter (up to 7 minutes prior to the scheduled start time). Once you have joined as the requestor… If the interpreter has not yet joined, the following message will appear. If the interpreter has already joined, the call will connect automatically. During the call Add/remove participants To...

How to Cancel a Scheduled Appointment

If you need to cancel a scheduled appointment, please follow these steps to ensure the process is completed correctly: Cancellation Policy Please be aware of our cancellation policy: We understand that plans can change, and we strive to be as flexible as possible. However, this policy is in place to ensure that our interpreters are...

Requesting On-Demand Interpreters

Place an On Demand Call (Browser) To open the caller, click the caller icon in the top menu of the platform: Once the caller is open, select the: Tap the green Call button at the bottom of the screen, and the call will begin routing to an interpreter. Place an On Demand Call (Mobile App) Download...

How to Request Document Translations

How to Place a Document Translation Order For all your document translation needs, please follow these straightforward steps to submit your order through our platform: Additional Information We are here to support you throughout the translation process to ensure your documents are accurately translated according to your specifications.

Testing Before You Call

Language Availability: Review the Language Library for availability and scheduling restrictions before you call. The language page was designed to help you quickly know the language pairs with longer hold times and identify those requiring an advanced schedule. Note, languages with one * means, longer hold time is required, languages with two ** standards, and...

Preparing to Work with Interpreters (including video)

Supporting Information

Auto-Attendant:When calling from a landline phone to access an interpreter, the auto-attendant requires you to say the target language or enter the language’s first three digits. Listen carefully for ambiguity in some languages. Language Library:The language Library was designed to help you quickly know the language pairs with longer hold times and identify those requiring...

Interpreter Quality Insider Report Form

Dialog One is committed to the quality of our services and our clients’ satisfaction. If you have any questions or concerns about an interpreting session*, please complete this form and we will investigate and answer all your questions or concerns.  Once our investigation is complete, we will provide you with a formal statement that outlines...

How to request schedule interpreters

Step-by-Step Guide: Requesting Scheduled Interpreters 1. Start Your Order • Click on the Appointments Tab: Begin by navigating to the “Appointments” tab in the system. 2. Create a New Appointment • Click on “Create New Appointment”: Once you’re in the Appointments tab, click on the “Create New Appointment” button to start the scheduling process. 3....