Your agency now can use the BHUB to provide On-Demand OPI and/or VRI services to your customers. Below are the required steps to complete before the services are available.
Required Setup
On-Demand Interpreter
The Interpreter Intelligence Support Team has created an interpreter profile named On-Demand Interpreter*. This interpreter name will be assigned to all BHUB jobs in the system. Please do not inactivate or modify this interpreter profile. BHUB jobs can be easily sorted by filtering for the BHUB Interpreter name on the Manage Jobs page.
*Please note that, for some accounts, this interpreter may be named II BPIN Interpreter or BHUB Interpreter. If you would like to change the name of this interpreter please do not make the change yourself. Please email support@interpreterintelligence.com and we can help with next steps.
Customer Settings
For each customer who will use the BHUB service please do the following:
- From the Admin menu, click Customers and select a customer from the left column
- Under the section Module Settings, enable the following: IVR Enabled, VRI Enabled, OPI enabled. Click Save.
From the Manage Customers menu, please do the following:
● Select a customer and click Edit. Click on the Services tab.
● Confirm that each customer using the BHUB service has either Enable All Services checked OR individually enable OPI (On Demand) and VRI (On Demand), if services are enabled individually.
Customer Rate Plans Add services and rates for OPI (On Demand) and VRI (On Demand). See this Rate plan training document for assistance with adding service types and rates. No changes need to be made to Interpreter Rate Plans unless your agency is tracking the BHUB interpreter job information for reporting purposes.
Additional Information
OPI On Demand Phone Number
The Interpreter Intelligence Support Team will provide you with a phone number to be used by your customers when they are placing a call for an on-demand BHUB interpreter via their mobile device or phone.
This phone number is not used with the Interpreter Intelligence mobile app or the customer portal.
Calls made to on-demand BHUB interpreters via a phone are also referred to as Interactive Voice Response (IVR) calls. This process uses is an automated phone system that will require
1) An access code
2) A language code
Access Code: This is a unique 6-digit number that is used when the requestor is placing the call via a phone (this is not used with the app or the customer portal). The Access Code is entered on the Client tab of the Customer profile via Manage Customers.
● From the Manage Customers menu, select a customer and click Edit.
● Click on the Clients tab.
● Click on the checkbox to the left of the client name(s) listed at the bottom of the screen to select one of the clients which populate the upper half of the screen with the client details. Enter a 6-digit unique set of numbers in the Access Code field.
● Click the Save button below the client information and click the Save button on the left side of the screen.
● Please do not use the same digits as the Accounting Reference field (if being used)
● Create a unique access code for each client who will be using BHUB and send the requestor(s) the Access Code.
Language Code
A numeric language code is used to identify the language selection when the requestor is placing the call via a phone (this is not used with the app or customer portal). The language codes are located on the Languages page of your agency’s site in the “Code” column (see screenshot below). Not all languages listed on this page are available for on-demand BHUB interpreter support. If a language is supported for on-demand BHUB calls, the checkbox will be available to select for any given language for either one or both calling options (see screenshot below).
A list of supported BHUB languages can be found here. You can also view them on your Language Configuration. They will be flagged as BPIN OPI and BPIN VRI (soon to be updated to BHUB OPI and BHUB VRI).
Please only provide a list of language names and codes for the BHUB supported languages to your customers.
For a language to be available on-demand you will need to select the BPIN OPI and BPIN VRI checkboxes for that language in the Language Configuration. Please click here for instructions on how to view and edit your Language Configuration.