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REQUEST DOCUMENT TRANSLATIONS AND SCHEDULE INTERPRETERS

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REQUEST ON-DEMAND INTERPRETERS OVER THE PHONE AND VIDEO

Introduction

Welcome to our comprehensive guide designed to help you navigate and make the most of the language services offered by Dialog One. Whether you are a new user looking to create an account or a seasoned professional seeking to understand our platforms and guidelines, this guide is your go-to resource for all your language service needs.

Create an Account

To create an account and start using our service, please search and choose your agency/county from the dropdown menu below:

Guidelines and Availability

Before requesting an interpreter, we urge you to check our language availability. This can be done by visiting our Language Availability page. Our policies are in place to ensure a seamless experience for all our clients. It’s important to review these, especially if your desired language is not available on-demand, necessitating a scheduled request.

Non-Recruitment Policy

Dialog One values its investment in our team’s professional development. As such, we have a strict non-recruitment policy to protect this investment and ensure continuous, high-quality service for our clients.

Pre-Call Preparation for Care Coordinators

This guideline’s purpose is to ensure accurate billing to Blue+  through the completion of a pre-call data form.

Procedure:

  1. Pre-Call Preparation: Prior to making any call to a client, care coordinators are required to fill out a pre-call data form. This form is crucial for accurate documentation and billing purposes.

  2. Accessing the Form: The pre-call data form will be displayed when making the call to the interpreters through our web browser access. When using the landline, the form will be displayed in the interpreters screen and they will fill it out for you.

  3. Accuracy is Key: Fill out the form with utmost accuracy. The information provided in this form will be directly used for billing Blue+ and inaccuracies can lead to billing issues or claim denials.

  4. Verification: Double-check the information for accuracy. Any errors or omissions can affect the billing process.

  5. Submission: Once completed, submit the form and you will be connected to an interpreter.

  6. Record Keeping: Maintain a personal log of the forms submitted for future reference and in case of any discrepancies.

  7. Support: In case of any difficulties or questions regarding the form, please contact customercare@dialog-one.com.

Compliance: Adherence to this guideline is mandatory for all care coordinators. Non-compliance can result in billing errors.

Rejected claims may be billed directly to the agency or clinic.

By following these guidelines, you ensure a smoother and more efficient experience when using our interpreter services. We appreciate your cooperation in helping us provide you with the best possible language support.

Platforms Overview

Dialog One offers two main platforms for accessing our services: the DOVI Web Platform and the DOVI App. Here’s an overview of each platform:

  • DOVI Web Platform: Access interpreters via video or phone through a web browser.
  • DOVI App: Download our mobile app for on-the-go access to our services.

Explore each platform’s features and learn how to access and use them effectively to meet your communication needs.

 

  1. Click on the phone receiver icon
  2. Select video or audio
  3. Select the language
  4. Choose the service type
  5. Press call button
  6. Fill out the pre-call data form
  7. Connect with an interpreter

 (Recommend scheduling the interpreter a minimum 2 days before the appointment time to ensure availability)

  • Login with your credentials
  • Click on the “Appointments tab” on the left bar.
  • Click on Create New Appointment
  • Fill out the schedule and pre-call data form.

Accuracy is Key: Fill out the form with utmost accuracy. The information provided in this form will be directly used for billing Blue+ and inaccuracies can lead to billing issues or claim denials.

  • Service Delivery should be: Medical
  • Communication type: video or telephone
  • Start and end time can be estimated.
  • As of 1/1/ 2024:

The new alpha prefixes are: MQG is MSC+ and MQS is MSHO

The member’s ID is 8+PMI number.

  • Click on save to submit the schedule request.
  • To join on the day and time of the session:
    • Click on the phone receiver icon top right.
    • Click on Join a session to initialize the meeting.

Tips for viewing your appts:

When the appointment shows green an interpreter is assigned. If the appointment is in gold it has yet to be assigned.  Appointment status may be viewed by logging in and searching for your own appt by date or appointment ID.

Add another participant to your call

When the call connects (see how to do it above), let the interpreter know you’re adding another party. Click the plus sign (+) in the top right of the caller.

Audio call: this will open a dial pad. Enter the phone number and click Call. Repeat if you’re adding 2 lines. You can use this feature to dial into a Zoom meeting.
Video call: click the plus sign and choose from the menu

  1. Dial for Audio – opens a dial pad as described in the audio option above.
  2. Share by email – generates an email invitation (in your default email client) to join the V.R.I. session. Enter a recipient and send. The recipient can join from any computer or phone without downloading any software.
  3. If they join from their computer/phone, they can join by audio or video.
  4. The webpage provides a phone number in case their computer doesn’t have speakers or a microphone.
  5. However, they join, you must let them in the session.
  6. Share link to call – This option copies a link to your clipboard. Message or email this URL to a participant, so they can join from their computer or phone.

Be sure to admit them to the call once they join – you will be prompted to admit them in the video window. If necessary, the interpreter can also admit them. The platform can support audio or video conference up to four participants. This all takes place seamlessly in the web or mobile app, and call logs and rates reflect any parties added to calls.

To download the DOVI app, select your device’s operating system:

MEDICAL user guide

Getting Started

Introduction to Our Services

To get started with our services, it’s essential to understand our guidelines and availability. Knowledge of these aspects is crucial for efficient service utilization.

Guidelines and Availability

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 the request via our Scheduled Platform.

Non-Recruitment

Dialog One makes a substantial investment in advertising, screening, testing and training its personnel. During the period covered by any Purchase Order and extensions thereof pursuant to this Agreement, or when the Customer is provided with the name of cultural mediator personnel but determines not to use the services of such personnel so that no Purchase Order is written covering that personnel, and thereafter, Customer will not directly or indirectly, other than through Dialog One, L.L.C., solicit for hire, contract with, or engage or receive the services of, any cultural mediation personnel located by Dialog One, L.L.C. for Customer.

Pre-Call Data Form Completion Guideline for Care Coordinators

This guideline’s purpose is to ensure accurate billing to Blue+  through the completion of a pre-call data form.

Procedure:

  1. Pre-Call Preparation: Prior to making any call to a client, care coordinators are required to fill out a pre-call data form. This form is crucial for accurate documentation and billing purposes.

  2. Accessing the Form: The pre-call data form will be displayed when making the call to the interpreters through our web browser access. When using the landline, the form will be displayed in the interpreters screen and they will fill it out for you.

  3. Accuracy is Key: Fill out the form with utmost accuracy. The information provided in this form will be directly used for billing Blue+ and inaccuracies can lead to billing issues or claim denials.

  4. Verification: Double-check the information for accuracy. Any errors or omissions can affect the billing process.

  5. Submission: Once completed, submit the form and you will be connected to an interpreter.

  6. Record Keeping: Maintain a personal log of the forms submitted for future reference and in case of any discrepancies.

  7. Support: In case of any difficulties or questions regarding the form, please contact customercare@dialog-one.com.

Compliance: Adherence to this guideline is mandatory for all care coordinators. Non-compliance can result in billing errors.

Rejected claims may be billed directly to the agency or clinic.

By following these guidelines, you ensure a smoother and more efficient experience when using our interpreter services. We appreciate your cooperation in helping us provide you with the best possible language support.

Platforms

Overview of Available Platforms

We offer two distinct platforms to cater to your language needs. Each platform serves specific purposes, detailed in the sections below.

DOVI Web Platform

Our DOVI Web Platform provides access to interpreters via video and phone through a web browser,  integration(Zoom, phone IVR, etc)

To log in, go to www.dovi.dialog-one.com

How to request on-demand interpreters

Follow these instructions:

  1. Click on the phone receiver icon
  2. Select video or audio
  3. Select the language
  4. Choose the service type
  5. Press call button
  6. Fill out the pre-call data form
  7. Connect with an interpreter

How to request schedule interpreters

Pre-Scheduling interpreter: (Recommend scheduling the interpreter a minimum 2 days before the appointment time to ensure availability)

 

  • Access Dialog One website online: Link: https://dovi.dialog-one.com
  • Login with your credentials
  • Click on the “Appointments tab” on the left bar.
  • Click on Create New Appointment
  • Fill out the schedule and pre-call data form.

Accuracy is Key: Fill out the form with utmost accuracy. The information provided in this form will be directly used for billing Blue+ and inaccuracies can lead to billing issues or claim denials.

 

  • Subject should be: Blue Plus and your Delegate Name, for easier tracking
  • Service Delivery should be: Medical
  • Communication type: video or telephone
  • Start and end time can be estimated.
  • As of 1/1/ 2024:

The new alpha prefixes are: MQG is MSC+ and MQS is MSHO

The member’s ID is 8+PMI number.

 

  • Click on save to submit the schedule request.

**Care Coordinator should write down ID number for their appt for easy searching later by using filters under the appointments tab, as all Blue Plus CC appointments will be listed.

 

 

  • To join on the day and time of the session:
    • Click on the phone receiver icon top right.
    • Click on Join a session to initialize the meeting.

 

 

Tips for viewing your appts:

When the appointment shows green an interpreter is assigned. If the appointment is in gold it has yet to be assigned.  Appointment status may be viewed by logging in and searching for your own appt by date or appointment ID.

Add another participant to your call

When the call connects (see how to do it above), let the interpreter know you’re adding another party. Click the plus sign (+) in the top right of the caller.

Audio call: this will open a dial pad. Enter the phone number and click Call. Repeat if you’re adding 2 lines. You can use this feature to dial into a Zoom meeting.
Video call: click the plus sign and choose from the menu

  1. Dial for Audio – opens a dial pad as described in the audio option above.
  2. Share by email – generates an email invitation (in your default email client) to join the V.R.I. session. Enter a recipient and send. The recipient can join from any computer or phone without downloading any software.
  3. If they join from their computer/phone, they can join by audio or video.
  4. The webpage provides a phone number in case their computer doesn’t have speakers or a microphone.
  5. However, they join, you must let them in the session.
  6. Share link to call – This option copies a link to your clipboard. Message or email this URL to a participant, so they can join from their computer or phone.

Be sure to admit them to the call once they join – you will be prompted to admit them in the video window. If necessary, the interpreter can also admit them. The platform can support audio or video conference up to four participants. This all takes place seamlessly in the web or mobile app, and call logs and rates reflect any parties added to calls.

DOVI App

To download the DOVI app, select your device’s operating system:

Troubleshooting

Call is not connecting

Issue: After the interpreter answers an incoming call, the call status shows “Connecting…” but never connects.

Here are a few common issues and how to resolve them:

  1. Make sure both interpreter and requestor are using supported hardware and software
  2. Unsupported Browser.  DOVI may be used in all browsers, but only Chrome and Firefox are officially supported. Users may occasionally have problems when using DOVI in an unsupported browser which are resolved when they switch to Chrome or Firefox.  When using a tablet or mobile device, only use the DOVI app rather than Mobile Safari or Mobile Chrome.  
  3. If you are using the mobile application, make sure that the app is up to date
  4. Insufficient bandwidth. Visit http://www.speedtest.net (no plugins required) to check your internet connection speed. 
  5. Allow camera/mic access. DOVI needs to be manually granted permission to use your camera and microphone from your browser. Your call will not be connected until you click “Allow” or “Share” (depending on the browser). 
  6. Sometimes you might be experiencing a temporary connectivity issue that can be resolved by refreshing your browser page or force-closing the mobile app and reopening it (Note: in this case the call will be interrupted, but will go to reconnect to the same interpreter). 
  7. Contact Us. Please feel free to email customercare@dialog-one.com if you continue to have trouble connecting to the video call.

How to clear browser cache and cookies in Chrome

Google Chrome is a recommended browser for the best performance of the Boostlingo application.

Sometimes opening your account in more than one browser tab or logging in to a different account in the same browser can lead to unexpected behavior of the application.

If that happened and simply refreshing the page doesn’t help – please refer to the following article to clear the browser cache and cookies: https://support.google.com/accounts/answer/32050?hl=en

Troubleshooting DOVI on a Computer Browser

Troubleshooting Steps

1. Ensure that your computer meets the minimum requirements to use DOVI.

2. Make sure you are using a recommended browser: Google Chrome, MS Edge, or Firefox.

3. Ensure that your browser is up-to-date:

4. Make sure that camera and microphone access are enabled in the browser:

5. If you have a VPN enabled, disable the VPN.

6. Hard refresh your browser.

  • On PC: hold down Ctrl + Shift + R.
  • On Mac: hold down ⌘ Cmd and ⇧ Shift and press R.

7. Clear the cache and cookies in your browser. 

8. Turn your computer off and on again. It seems simple, but it clears out any frozen processes that might be bogging down your computer.

9. Check your network and signal strength. Do other websites load? Run the network test at www.speedtest.net

Note: A network that initially passes the speed test may still experience moments of slow connection. 

10. Run the Twilio network test to ensure that your system is not blocking the calls: https://networktest.twilio.comIf the Twilio test fails it is most likely because of firewall settings or, in the absence of a firewall, other blocks put in place by your Internet Service provider. 

11. If using a headset, test calls with vs. without your headset. 

12. Determine if your computer is operating slower than usual.

  • On PC: open the Task Manager (Ctrl + Shift + Esc). Are any of the metrics running over 60-70%?
  • On Mac: open the Activity Monitor (Command + Spacebar, type “Activity Monitor”, when Activity Monitor appears in the results hit Return). Check Your CPU, Memory and Disk usage. Is anything running high?

13. If you have completed the steps above and the issue is still not resolved, please try using a different recommended browser.

 

Next Steps

If you have passed all of these steps and are still having trouble with DOVI: 

Please provide the above information to your Account admin and DOVI customer care team for troubleshooting.

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Interpreter Quality Incident Report

Call Details (call ID #):

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