Main > SCA Procedures > CA Instructions > International Phone Call Instructions

Instructions [updated 2.11.09]

All international calls will be made through Live Call. Those who are currently trained on this process: Rhonda, Karla, Melanie, Sheila, Brenda, Barbara, and Tonnie. To do so:

  1. Log into Live Person and set Live Call active.
  2. Check to be sure your headset is set correctly
    • Click on File
    • Click on Settings
    • Click on the Phone tab
    • Make sure your headset is listed as the playback AND recording device before you attempt to take any Live Call - otherwise the customer won't hear you and you won't hear them - except through the speakers on your computer!
  3. initiate a Live Call request: http://www.sonlight.com/moderator-livecall.html
  4. In the pop-up box select the appropriate country (if you need to look up international area codes on the internet to identify which country - and check the time zone!!!)
  5. Type in the phone number after removing the country code and any zeros immediately following - it will always be 10 digits or less, it may be fewer than 10 digits
  6. Live Call will ring
  7. "Take" the call
  8. Immediately set yourself as away in Live Call so no one else can attempt to call you
  9. Live Call will call the customer
  10. You will be connected to the customer
  11. When you are finished with the call click on 'Hang up'.