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Boostlingo Hub (BHUB) FAQ

Quinn Bott
Quinn Bott
  • Updated

Frequently Asked Questions

  • Definitions: 
    • OPI: Over-the-Phone Interpretation
    • VRI: Video Remote Interpretation 
    • IVR: Interactive Voice Response. This is a type of automated menu when you dial-in to a phone system. The IVR Flow is the series of questions the client experiences when dialing into your number. 
    • BHUB: Boostlingo Hub. You can read more about it HERE. 
  • How do I enable the BHUB on my account?
    • Reach out to your Account Manager and we can help with next steps! 
  • Where is the access code for use when dialing in to request an interpreter?  
    • This depends on how you request the account to be set up. The access code can be set at the client, requestor, customer, or service location levels: 
      • Client: Manage Customers > Edit any customer > Clients tab > Select Client >  Access Code. 
      • Requestor: Manage Requestors > Edit any requestor > access code field on their profile.
        • If a requestor is associated with more than one account the code will automatically select the first account in the list. It is not possible for a single requestor to have more than one access code. 
      • Customer: Manage Customers > Edit any customer > General Information Tab > Access Code
      • Service Location: Manage Customers > Edit any customer > Service Locations Tab > Select Service Location > Access Code
    • Access codes are explained in the BHUB Initial set-up information as well.
    • If you have questions about the access codes please email support@interpreterintelligence.com. 
  • How long does a call ring when attempting to connect to an interpreter before being considered unfulfilled?
  • Will calls be offered to our internal interpreters first?
    • Yes! Our routing is set up to first notify online interpreters internal to your system and give them about 20 seconds to accept the on-demand job before moving on and ringing BHUB interpreters. 
    • You can see if a job was offered to internal interpreters, and when, from the audit history of the manage jobs tab for the on-demand job. 
  • What happens if a call does not connect to an interpreter?
    • VRI - The call will end and the job status will be set to unfulfilled.
    • OPI - If there is no BHUB interpreter immediately available, we may route the call to a backstop partner where the call will connect to an operator in an attempt to locate an interpreter. If the requestor terminates the call before an interpreter is connected the job status will be set to cancelled. 
  • I did not connect to an interpreter but the call shows as assigned or completed. 
    • This can happen from time-to-time as the system is reconciling what happened across the different systems involved with placing calls to the BHUB. Typically the correct status should be reflected within one minute but sometimes can take as much as 24 hours.
    • You can check if a job has been reconciled from the manage jobs view from the fields BHUB Time reconciled and BHUB intake questions reconciled. 
    • If it has been 24 hours or more since the call took place and you are still seeing incorrect information please reach out to support@interpreterintelligence.com with the job ID. 
  • How do I know what languages are available through the BHUB?
    • Click here for a searchable list of all BHUB languages and their levels of availability.
    • Please note that some languages have slightly different names across that list and the Interpreter Intelligence Platform. You can view the mappings of the languages here: Interpreter Intelligence BHUB Languages
    • You can also view available languages in the platform in your Language Configuration settings. These languages have the BHUB Support checkbox that displays as checked.
  • Why do I see a contact named On-Demand Interpreter or II BHUB Interpreter in my account?
    • This is the interpreter profile that we created in your system as part of the BHUB set-up. This interpreter profile acts as a placeholder and is assigned to all BHUB jobs in the system automatically. This interpreter profile only has permissions for On-Demand service types and cannot be assigned to scheduled jobs.
  • Am I able to preschedule using BHUB interpreters?
    • Yes. At this time this is not supported directly through the platform. Please fill out the form located here: BHUB Pre-Schedule Request Form. Reach out to your Account Manager if you have any questions around pre-scheduling.
  • When dialing in for OPI calls over a phone line can we ask for specific interpreter attributes? 
    • Yes. The IVR flow for the phone number can be customized by the Interpreter Intelligence Team. 
    • We can ask for gender preferences and/or specialized categories (court, legal, medical)
    • To set this up please email support@interpreterintelligence.com 
  • Can I add a third party to calls?
    • Yes, when using the web platform. The functionality is different across OPI and VRI.
    • OPI: Both Interpreter and Requestor can add up to 2 additional parties (4 total participants). 
    • VRI: Only the interpreter can add up to two additional parties. If the requestor asks them to, the interpreter is able to invite additional participants by email or through dialing in on audio.
  • Can I create some test calls?
    • Yes. You can create test jobs using a requestor profile to experience what your customer will experience. It is okay to connect to the BHUB interpreter, let them know you are performing a test call and end the call. Any connected call under 30 seconds will not be charged to your account.

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