AllDeaf.com - View Single Post

operatorally · 10-28-2006, 07:05 PM

Thanks VamPyrox. I have to say that I do understand how you feel in terms of people being impatient- often a called party who isnt used to relay gets upset about waiting a moment or two and I have to explain to them that some devices take a few seconds before we see new text. We do follow rules though and it might be the rules and not the operator that you have issue with.
In terms of rules, I know that my company has the rule that after a caller has hung up and we ask if you want to make another call, we have to disconnect if you dont say yes after 60 seconds so that we can help other users. This is standard because lots of people just leave instead of hanging up.
Also, we do not disconnect at my company if we have to wait during a call and havent received word from a caller in a few seconds, sometimes the called party, if theyre impatient [most often happens with busy restaurants] will just hang up even though we tell them that it takes a few seconds for a response to register. Sometimes though we are blamed for the called party hanging up though, which is upsetting because we have no control over that.
At the beginning of a call, if you havent entered a 10 digit phone number and we prompt you for one, we have to wait 60 seconds and then disconnect and the reason we do that is that we get a lot of calls where people call us by accident but hang up but stay on our screen, or because of a technical problem, so after 60 seconds, we are required to hang up.
If I were you I would check the guidelines of whatever relay service you use and then either switch services or tell the operator in your initial instructions option that your device is slow so that they can warn the called party. Thanks for the comment though, I hope my response makes things clearer...

10-28-2006, 07:05 PM	#4 (permalink)
operatorally ally Join Date: Oct 2006 Location: Montreal, Canada Posts: 75	Thanks VamPyrox. I have to say that I do understand how you feel in terms of people being impatient- often a called party who isnt used to relay gets upset about waiting a moment or two and I have to explain to them that some devices take a few seconds before we see new text. We do follow rules though and it might be the rules and not the operator that you have issue with. In terms of rules, I know that my company has the rule that after a caller has hung up and we ask if you want to make another call, we have to disconnect if you dont say yes after 60 seconds so that we can help other users. This is standard because lots of people just leave instead of hanging up. Also, we do not disconnect at my company if we have to wait during a call and havent received word from a caller in a few seconds, sometimes the called party, if theyre impatient [most often happens with busy restaurants] will just hang up even though we tell them that it takes a few seconds for a response to register. Sometimes though we are blamed for the called party hanging up though, which is upsetting because we have no control over that. At the beginning of a call, if you havent entered a 10 digit phone number and we prompt you for one, we have to wait 60 seconds and then disconnect and the reason we do that is that we get a lot of calls where people call us by accident but hang up but stay on our screen, or because of a technical problem, so after 60 seconds, we are required to hang up. If I were you I would check the guidelines of whatever relay service you use and then either switch services or tell the operator in your initial instructions option that your device is slow so that they can warn the called party. Thanks for the comment though, I hope my response makes things clearer...