Az-fcc re-Certification Application

Complaint Tracking for AZ (06/01/2015-05/31/2016). Total Customer Contacts: 1
Tally	Date of Complaint		Nature of Complaint				Date of Resolution		Explanation of Resolution
1	10/29/15		AZ VCO line 800-842-9818 is not working, it is going to V line. Apologized No follow up requested				10/29/15		Engineering has confirmed that this number is working as it should or correctly (VCO). This may be an issue with the customer’s phone configuration.
									This issue was resolved on 10/29/15.

Complaint Tracking for AZ (06/01/2016-05/31/2017). Total Customer Contacts: 6

Tally

Date of Complaint

Nature of Complaint

Date of Resolution

Explanation of Resolution

1

01/17/17

Customer reported inaccurate captions during some calls but customer had no specifics.

01/17/17

CSR apologized for the incident and thanked customer for bringing their experience to our attention. CSR explained the captioning process and requested that customer document the date time and CA# of any future calls to allow us to follow up with the captioning department if needed. Customer noted captions were clear now and requested no further follow up.

2

01/26/17

Customer reported no captions on a specific call on the CapTel 840.

01/27/17

CSR apologized to the customer for the additional wait time to connect with a CA. CSR recommended the customer continue to hold for the next available CA. CSR noted this added answer time was the result of higher call volume in our Call Centers at the time they attempted their call. CSR confirmed customer was able to make their captioned call successfully.

3

02/01/17

A Customer utilizing the Speech to Speech service was being asked the standard questions from the agent and the customer felt the agent was rude and stated that they have never been asked those questions before. Assistant Supervisor documenting the concern apologized for the inconvenience. Follow up requested via phone call.

02/01/17

Supervisor coached the agent on the tone of voice used when asking the standard questions to process the speech to speech call. Assistant Supervisor also advised the caller that the questions asked were standard procedure. Multiple attempts were made to follow up with the customer, as per request, resulting in leaving a message on the answering machine advising the customer to reach out to customer service to add notes to the customer's database for more efficient call processing.

4

06/27/16

Customer states that the agent would not turn up the volume so that he could be heard on his VCO call. During the call with TRS there was a lot of garbling and he could not read the message typed to him. He has a Blue Krown device that is over 10 years old. RCS: Apologized and suggested that he might want to get a newer device with the state equipment program. He said he contacted them and they no longer carried his device and he didn't want any other device. He again stated it was a relay issue. I called the operator's supervisor it was noted that the agent DID turn up the volume as far as possible but he could still not be heard by the party he was calling. No call back requested

06/27/16

The Quality Supervisor had been observing the call and the agent had announced the call, however the voice person was not responding. The agent did follow procedure.

5

08/16/16

A Voice Carry Over (VCO) customer stated this agent did not know how to process the answering machine retrieval procedure correctly. Supervisor documenting the concern apologized for the inconvenience. Follow up letter requested to be sent via email.

08/16/16

Supervisor coached the agent and reviewed the steps to complete the answering machine retrieval procedure correctly. Follow up letter sent via email as per request.

6

12/05/16

Customer Complaint: The caller reported that evidently his typing was garbled which caused the other person on the line to keep asking the same question over and over. But the operator never informed the caller that his typing was garbled. The call was then transferred to the customer service department. Customer Service Response: Customer Service also could not read the garbled messages the person was sending but tried reading portions to piece it together and finally obtained the operator ID number. I provided instructions to fix the TTY such as turn off Turbocode. That did not correct the issue. No follow up requested.

12/05/16

Supervisor met with the agent and coached to trouble shoot as much as possible and if the problem continues to fill out a trouble ticket.

Appendix H - FCC's 2013 TRS Recertification Approving Arizona

1^ 47 U.S.C. § 225(f). TRS are “telephone transmission services that provide the ability for an individual who is deaf, hard of hearing, deaf-blind, or who has a speech disability to engage in communication by wire or radio with one or more individuals, in a manner that is functionally equivalent to the ability of a hearing individual who does not have a speech disability to communicate using voice communication services by wire or radio.” 47 U.S.C. § 225(a)(3). See also Telecommunications Relay Services and Speech-to-Speech Services for Individuals with Hearing and Speech Disabilities, Report and Order, Order on Reconsideration, and Further Notice of Proposed Rulemaking, 19 FCC Rcd 12475, 12479, para. 3 & n.18 (2004) (describing how a traditional TRS call works). Although state TRS programs may offer interstate as well as intrastate TRS, only the costs associated with the provision of intrastate TRS are recovered from the state. See 47 U.S.C. § 225(d)(3).

2^ 47 CFR § 64.606(c)(1). The Consumer and Governmental Affairs Bureau (CGB or Bureau), under delegated authority, issued its last round of certification grants in July 2013. Notice of Certification of State Telecommunications Relay Services (TRS) Programs, Public Notice, 28 FCC Rcd 9987, 9987 (CGB 2013).

3^ 47 CFR § 64.606(c)(1).

4^ Pub. L. No. 101-336, 104 Stat. 327 (July 26, 1990).

5^ 47 U.S.C. § 225.

6^ Id. § 225(a)(3).

7^ Id. § 225(a)(3).

8^ See 47 CFR § 64.604.

9^ See 47 CFR § 64.603.

10^ Since 2003, CTS has been a non-mandatory type of TRS that is eligible for compensation from the states for intrastate calls and from the Interstate TRS Fund for interstate or IP-based CTS calls. Telecommunications Relay Services, and Speech-to-Speech Services for Individuals with Hearing and Speech Disabilities, Declaratory Ruling, 18 FCC Rcd 16121 (2003).

11^ 47 U.S.C. § 225(f); 47 CFR § 64.606(a).

12^ 47 CFR § 64.606(b)(1)(ii).

13^ Id. § 64.606(a).

14^ 47 U.S.C. § 225(f)(2)(A). See 47 CFR § 64.604.

15^ 47 CFR § 64.606(b)(1)(iii).

16^ 47 U.S.C. § 225(f)(2)(B).