Company & Customer Configuration

There are various settings that will allow you, the Agency, to tailor how your Interpreter Intelligence portal functions from an Internal perspective and also for Customers and Interpreters. Some of these Configuration options can also be tailored at an Individual Customer level.

Please note that as there are many Configuration options here, and some work in tandem with other options, we will only cover some basic functions in this document. If you do need to make any other changes, please contact us at support@interpreterintelligence.com and we will be happy to guide you through this.

Company Level Configuration

To access Company Configuration:

Navigate to the ‘Admin’ menu and select ‘Company’

Click on the Configuration tab

Configuration: Interpreter Self Assignment

The system will default to self assignment unless you are using Job Offer Pool (see below) which will disable self assign and simply allow Interpreters to respond to Job Offers.

Confirm on Self Assignment - when self assignment is used (default configuration), using this flag will change the Job Status to Confirmed when Interpreters self assign. Jobs that are assigned internally will remain in Assigned status unless Confirmed by your Agency or by the Interpreter via the Interpreter Portal.
Radius for Self Assignment - this allows you to set a default radius for Eligible Interpreters when using Auto Offering (see below and separate document on Auto Offer)
# Days for Self Assignment - this will set the period into the future from now to the Expected Start Date of the job when using Auto Offering (see below and separate document on Auto Offer), for example, if this is set to 7 days, only jobs that have an Expected Start Date of 7 days from now will be included in the Auto Offer - such jobs are automatically and subsequently auto offered when they are within 7 days into the future

Configuration: Interpreter Manager

Interpreter Manager email - this is the person that will be notified if an Interpreter/Contact changes their availability or if their criteria (Qualifications & Eligibilities - see separate document) are about to expire.

Configuration: New Jobs Window

New Jobs Window (Hours) - this is the number of hours to show newly created Jobs in various pages of your portal, such as the Dashboard. For example, if 100 is entered, a job will remain on the New Jobs page for 100 hours after it has been created if it is still in Open/New Status.

Configuration: Priority Jobs Window

Priority Plus (Hours) - this will determine the window for jobs into the future that will appear on the Priority tab on the Dashboard, for example, entering 48 here will determine that jobs scheduled within the next 48 hours (regardless of Job Status) will be listed.
Priority Minus (Hours) - this will determine the window for jobs in the past that will appear on the Priority tab on the Dashboard, for example, entering 4 here will determine that jobs scheduled within the past 4 hours (regardless of Job Status) will be listed so that these can be monitored.
Unassigned Window (Days) - the number of days after a Job is created to show it on the Unassigned Jobs link on the Dashboard.

Configuration: Availability / Double Booking Buffers

Availability Buffer (Minutes) - the number of minutes that will be added prior to and after the scheduled time of a Job when checking for Interpreter availability for new Jobs. For example, if 15 is added here and an Interpreter has a booking scheduled for 1 to 2pm, their unavailability will actually be from 12:45 to 2:15 pm.
Double Booking Buffer (Minutes) - similar to the above, if you attempt to Assign an Interpreter to a Job within the Double Booking Buffer, you will receive a Double Booking warning.
Minimum Booking Availability Duration (Minutes) - this works in tandem with the Availability Buffer above where Job Duration is less than scheduled time, the highest value of the Expected Booking Duration and this value will be used in addition to the Availability Buffer for Interpreter Scheduling.

Configuration: Customer

Allow Customer Cancel Jobs - to allow Customers to Cancel Jobs from their portal.
Customer Cancel Hours - the number of hours prior to the Expected Start Date of the Job within which the Customer can Cancel the Job, for example, you may wish to set a 24 hour freeze within which the Customer would need to call you to Cancel the Job.

Configuration: Interaction

Interaction Overdue (Hours) - the amount of time after an Interaction is created that it would be highlighted in Red as a reminder to follow-up.

Configuration: Financial

Bill Actuals? - This flag at the company level does not take any action. If you would like to bill actuals please see this article for information around how to enable it on individual rate plans.
Bill Minimum Cancellation? - this flag can be used to Bill Cancellation Time as the Minimum Duration on the Rate Plan for a Job Vs Scheduled Time. If this is enabled at the Company level, this will Override the Rate Plan setting, i.e. even if Bill Cancellation Time is NOT enabled on the Rate Plan it will still take effect. If this switch is not enabled at Company level it can then be enabled on individual Rate Plans as required.
Round Nearest Neighbor? - Flag to determine whether to round billing increments to the nearest neighbouring increment, i.e. up or down depending on the number of minutes into the relevant increment. If this is enabled at the Company level, this will Override the Rate Plan setting, i.e. even if Round Nearest Neighbor is NOT enabled on the Rate Plan it will still take effect. If this switch is not enabled at Company level it can then be enabled on individual Rate Plans as required.
Show Margins? This will allow you to view Job Margins on the Job Assignment page to aid with certain Assignment decisions.
Enable Two Decimal Tax Rounding - By default we will round to three decimal places. This check box allows you to change the rounding to two decimal places. We recommend enabling this only for fresh financial periods.
Invoice Grouping - Specify a default grouping for Invoices such as all Bookings Combined or Individual Invoices per Booking - if no value is selected, Bookings will be combined on a single Invoice when Creating Invoices in Bulk
- Use Invoice Number? Flag to determine whether Invoice number is used over Job number when Invoicing individual Jobs.
- Include Cancel Information on Invoice - Include Cancellation Reason and any Cancellation Note added at the time on the Invoice.
- Include Interpreter on Invoice - Include the Interpreter/Contact name on an Invoice.
- Include Requestor on Invoice - Include the Requestor name on an Invoice.
- Include Consumer on Invoice - Include the Customer name on an Invoice.
- Enable Invoice Landscape - all Invoices would be created in Landscape view.
- Invoice Number Prefix - numbers or letters that would prefix the auto-generated Invoice number.
- Memo - a standard Memo that can be added to all Invoices.
Payment Grouping - Specify a default grouping for Payments such as all Bookings Combined or Individual Invoices per Booking.
- Use Payment Number? Flag to determine whether Payment number is used over Job number when issuing Payments for individual Jobs.
- Include Cancel Information on Payment - Include Cancellation Reason and any Cancellation Note added at the time on the Payment.
- Include Customer on Payment - Include the Customer name on a Payment.
- Include Requestor on Payment - Include the Requestor name on a Payment.
- Include Consumer on Payment - Include the Consumer name on a Payment.
- Enable Payment Landscape - all Payments would be created in Landscape view.
- Payment Confirmation Number Prefix - numbers or letters that would prefix the auto-generated Payment/Conf number.
Bill Hours Using - use this field to select a default hourly rate when Invoicing/Paying Travel Time (Hours), if no selection is made the default is ‘Use Average’, if you choose ‘Use Travel Rate’ Travel Rate boxes will appear on Rate Plans under Service and Qualification Rates etc. If you choose ‘Use Flat’, enter the flat rate in Bill Hours Flat Rate field as per below. Any selection made here can also be changed on individual Rate Plans.
- Bill Hours Flat Rate - if choosing ‘Use Flat’ in the Bill Hours Using menu, enter the flat rate here

Configuration: Closing Configuration

Enable VoS Required - a Verification of Service will be required for all Jobs when Closing. Note: This can also be configured at an individual Customer level, however the Company level setting is the master switch, if this is disabled it will be disabled for all Customers. If you wish to use VoS for any Customers it must be enabled at Company level and can then be switched off for Customers who do not use it.
Enable eSignature Required - when Jobs are Closed by an Interpreter onsite using the mobile site, an eSignature will be required in place of the VoS, i.e. the Interpreter will be required to get a signature from the Requestor or an authorised person at the Customer site in order to Close the Job
Enable eSignature Confirmation - use this in conjunction with Enable eSignature Required, this will ensure that the Interpreter will receive a Close Confirmation screen after collecting an eSignature
Note that there is also an option when using eSignature to embed this into a VoS, to do this you must check Enable VoS Required and Enable eSignature Required and uncheck Enable eSignature Confirmation, you will also need to include the following snippet in your VoS template: ${booking?.signatureHTML}
eSignature Grace Period (Minutes) - the number of minutes after the Expected End Time of the Job when an eSignature can be collected, if this is not set there is no time limit for collection of the eSignature.
Enable Interpreter Disclaimer - this is a disclaimer that Interpreters will need to Agree with when Closing a Job on Full site and Mobile site
- Interpreter Disclaimer - enter the disclaimer text.
Enable Customer Disclaimer - this is a disclaimer that Customers will need to Agree with when Closing a Job on the Customer Portal
- Customer Disclaimer - enter the disclaimer text.
Enable Interpreter Cancellation - this will allow an Interpreter to mark a Job as Cancelled when Closing the Job (you would also need to Enable certain Cancellation Reasons for Interpreters, see the Document ‘Cancel, Unfulfilled & Deactivation Reasons’.
Enable Interpreter to set Cancellation Date - this will add extra fields to the Cancellation options for an Interpreter that allows them to set a different Cancellation Date & Time e.g. Job may have been Cancelled when the Interpreter arrived onsite but they were unable to Close/Cancel the Job at that time
Enable Minimum Duration Check - this will allow you to integrate the Minimum Duration as set on Rate Plans to Job Creation and Update, for example, if a Minimum Duration of 120 minutes is set on the Face to Face Service Tier of a Rate Plan, Jobs created for the associated Customers must have a Duration of 120 minutes.
Enable Blank Start Time on Job Close - by default, on Job Close screens, the Job Start and End Times will be populated with scheduled times, using this flag means that these times will be blank.
Require Justification on Start Time Change - if the Start Time of a Job is changed during the Close process, enabling this flag will require a justification for that change in the Job Close Notes.
Enable Contact Arrival Date tracking on Job Close & Enable Contact Late Time tracking on Job Close - these fields will enable additional Arrival Time fields on the Job Close screen, only one of these switches should be used, i.e. tracking arrival time generally or tracking late arrival only.

Configuration: Job Offers

Track Job Offers - this will allow you to track what Interpreters have been Offered a Job using the Offered tab on the Job Assignment page.
Job Offer Reminder Schedule - this is the number of hours after a Job has been Offered and not responded to that it will be included on Job Offer Reminder emails. Agencies would commonly use 24 here but you can also add a comma separated list such as 24, 48 etc. This schedule is used in conjunction with the flag Enable Auto Job Offer Emails (see below).
Enable Job Offer Pool - by default the system works on a first-come first-serve basis, i.e. when a Job is Offered, the first Interpreter to Accept the Job will be Assigned to the Job. If you do not wish Interpreters reponses to Assign themselves automatically to Jobs, and instead record Interpreter’s responses to Offers and allow Agency staff to make the Assignment, you must use this switch. Note that this Company Configuration switch is the master switch but you must also enable this at a Customer Configuration level (see below) if desired. This offers the flexibility to have different Customers with different Assign options.
Allow Assigned Job Offers - allow Jobs in an Assigned Status to still have Offers sent, Interpreters will be unable to Self Assign to such Offers.
Enable Auto Offering - please see the separate topic under Admin & Configuration for full detail on Auto Offer. Note: if using Auto Offer, this must be switched on at the Company level and the Customer level where required to allow for flexibility on use.
Auto Offer Exclude Hours - please see the separate topic under Admin & Configuration for full detail on Auto Offer.
Include Unavailable Interpreters - please see the separate topic under Admin & Configuration for full detail on Auto Offer.
Show Customer On Offers List View - This is a deprecated field and does not take any action when selected or un-selected.
Show Location On Offers List View - This is a deprecated field and does not take any action when selected or un-selected
Enable Auto Job Offer Emails - enable Auto Offer Job emails and Offer Reminder emails as per Job Offer Reminder Schedule setting (see above).
Enable Offer Actions via SMS - whether an Interpreter responding to a Job Offer via sms can take action on the offer.
Enable Daily Job Offer Digest - this setting will enable Job Offers in a daily digest view rather than individual email offers for every Job Offer.

Configuration: Sage Export Accounts / QuickBooks Online Integration / QuickBooks Desktop

Use Accounting References - for 3rd party Accounts package Export the default is to export per Customer and Contact Name, enabling this option will Export per the Customer and Contact Accounting Reference as stored on their respective profiles

Configuration: Password Expiry

Enable Password Expiry - a security flag to automatically set all user accounts to Password Expired after a specified period; users will be forced to change their password at login at this time
Password duration (days) - specify the period after which user accounts will be set to Password Expired

Configuration: Miscellaneous

Use Proximity Search for Remote Services - by default the system will disable Service Location information and the Proximity Search for Remote Service types (e.g. Video Scheduled, Phone Scheduled). If this flag is enabled/ON, this will enable the collection of Service Location information on Bookings and the Proximity Search for all Service Types except where the ‘Remote’ flag is used on the Service Location (Customer Profile -> Service Locations tab)
Enable Inclusive Rating Search - On the Eligible Interpreter list on the Assign Interpreter page, you can filter Interpreters using their assigned rating for the relevant language. Checking this box means that when you filter for a specific rating it will show Interpreters that have a rating up to the selected value, for example, if you filter for a language rating of 2, the filter will display Interpreters with a rating of 1 and 2
Show Interpreter Time Column - checking this option will allow Interpreters to add a column for their local time to all grids on their Interpreter Portal Dashboard using the Reset Columns button

Configuration: Reference Fields

Please view the separate document under Admin & Configuration for Reference Fields details.

Customer Level Configuration

To access Customer Configuration:

Navigate to the ‘Admin’ menu and select ‘Customers’

Select a Customer from the list on the left hand side or to search, start typing the Customer name and select from the look up

General Configuration

Time Zone - set a dedicated Time Zone for a Customer where this is different to the Company Time zone. A Time Zone can also be set at the Service Location level under a Customer Profile (Manage Customers), in which case the system will check Company Time Zone > Customer Time Zone > Service Location Time Zone to determine the Time Zone for the Job.
Radius for Automated Assignment - this allows you to set a default radius for Eligible Interpreters on the Job Assignment page specifically for this Customer, overriding that set at Company level - this filter can be toggled on/off or the value can be changed within individual Jobs on the Assignment page. This setting is particularly important for Bulk or Auto Offer, see separate topic under Admin & Configuration for details.
Enable Sublocations - when Creating Jobs for this Customer a Sublocation will be required.

Financial Configuration

Invoice/Report Grouping - Specify a default grouping for Invoices such as all Bookings Combined or Individual Invoices per Booking - this will override any setting at the Company level for this Customer.
Enable Invoice Landscape - all Invoices would be created in Landscape view for this Customer.

Customer Notifications

Enable email notifications - turn on/off email Notifications specifically for this Customer.
Notify Creators - cc the Creators of a Job on all Notifications.
Notify Job Complete - notify Requestor and Interpreter Manager when a Job is Verified and Completed (Invoiced/Paid etc. i.e. fully complete through the II system).
Cc Email Address for Notifications - a Customer cc address for all email Notifications.

Module Settings

VRI Enabled - this controls VRI On demand for this particular Customer.
OPI Enabled - this controls OPI On demand for this particular Customer.

Customer Portal

Enable portal access? - choose to enable Customer Portal Access for this Customer. You will also need to create Requestor accounts (see the separate topic under Admin & Configuration on User Management).
Create Enabled - allow Customer Portal users to create new Bookings.
Allow customer creation - allow Customer Portal users to create new Customers when creating Bookings.
Allow client creation - allow Customer Portal users to create new Clients when creating Bookings.
Allow requestor creation - allow Customer Portal users to create new Requestors when creating Bookings.
Allow location creation - allow Customer Portal users to create new Service Locations when creating Bookings.
Allow sublocation creation - allow Customer Portal users to create new Sublocations when creating Bookings.
SLA reporting enabled - this will require Interpreters to enter outbound travel time when Closing Jobs on the Interpreter Portal
Track Travel Time - this will require Interpreters to enter inbound and outbound travel time when Closing Jobs on the Interpreter Portal.
Enable Auto Offering - please see the separate topic under Admin & Configuration for full detail on Auto Offer. Note: if using Auto Offer, this must be switched on at the Company level and the Customer level where required to allow for flexibility on use.
Enable Job Offer Pool - by default the system works on a first-come first-serve basis, i.e. when a Job is Offered, the first Interpreter to Accept the Job will be Assigned to the Job. If you do not wish Interpreters to Assign themselves automatically to Jobs (Self Assign), and instead record Interpreter’s responses to Offers and allow Agency staff to make the Assignment, you must use this switch. Note: the Company Configuration switch is the master switch but you must also enable this at a Customer Configuration level if desired. This offers the flexibility to have different Customers with different Assign options.
Enable Margin Threshold Check? - this will allow you to set a Margin Threshold (below) and take this into account when Auto-Offering Jobs to Interpreters.
Margin Threshold - set the Margin Threshold for Auto Offer, when this value is met the Job will be Auto Offered, if the Margin is below the threshold for any Interpreter, the Job will not be Auto Offered.
Enable Booking Freeze - set a freeze span within which Customers will not be able to create new Bookings on the Customer Portal.
Create freeze span - set the Freeze Span as per above, for example, 24 would determine that Customers cannot create a new Booking on the Customer Portal within 24 hours of the Expected Start Date.
Currency Code - default currency code specifically for this Customer, choose from the list.
Currency Symbol - default currency code specifically for this Customer, e.g., $, £, €.

Reference Field Configuration