Introduction
If you urgently need to speak with someone who has limited or no English, you can access the on-demand service. This allows you to request a voice or video call through the portal 24 hours a day, seven days a week.
Make sure you have followed steps 1, 2 and 3, and identified the language that your customer speaks before you continue.
Access an on-demand service
Follow the steps below to access the on-demand telephone or video service.
These instructions are based on the web version of the telephone and video interpreting portal. However, you can use these instructions whether you are:
- using the web portal or mobile app (the screen layout may differ slightly)
- accessing the voice or video call service.
Where possible we have provided alternative instructions.
1Open the telephone and video portal
To access the portal you can either:
- open the web version of the telephone and video portal
- access the Interpret Manager app on your mobile - learn how to download the app.
Then log in using your unique username and password.
Not got an account? Find out how to register
2Access the caller app
In the top right corner of the dashboard, select the phone icon.
(Ignore this step if you are using the mobile app).
3Set up the call
A pop up will appear.
To request a:
- voice call, select the audio icon
- video call, select the camera icon.
Select the Language To dropdown.
From the dropdown options, choose the language spoken by the customer. Find out how to identify the language someone speaks.
If you need to specify the gender of the interpreter, or you require the conversation to be translated into a language that isn’t English, select the three dots icon in the top right corner.
Otherwise skip to step 4 - add pre-call info.
A pop up will appear titled Advanced options.
To request for the customer’s spoken language to be translated into a language that isn’t English, select a different option from the Native Language dropdown.
To request for the gender of the interpreter, select the Gender dropdown and choose the required option.
Select the Apply button.
Select the Medical dropdown.
Choose Local government from the dropdown options.
Select the Call button.
4Add pre-call info
In the Budget Code field, add the invoice code for your service area. All invoice codes start with ERYC24 followed by a unique reference for the service.
In the Service User Name field, enter the name of the customer.
Select the Begin Call button (or Submit and Call if using the mobile app).
Resettlement programmes
If your customer is a member of a resettlement programme, you will need extra details.
Make a note of:
- the customer’s last name
- their resettlement reference number.
What happens next
AA Global will email you to confirm your booking(s).
It is important that you make sure you prepare for the meeting so you can get the most out of it. You should also brief the interpreter so that they know what to expect. Make sure you read our top tips to help you prepare for, and carry out, the interpretation meeting.
Using the portal for your meeting
AA Global offer user guides on how to use the telephone and video interpreting portal, including how to:
- mute your microphone
- add a third party to the call
- send a message to the interpreter
- reconnect to the call if you get cut off.