Starting 2025, Madison Maddox will be proactively monitoring call avoidance issues. If your activity approaches the threshold for any of these issues, Madison will contact you before it reaches the threshold. Once the threshold is met, your PIN will be blocked, and a Talent Advisor will take over to handle the situation and provide further guidance.

Please be aware that certain issues can lead to PIN blocks and affect your availability. Here's a summary of the issues that can trigger a PIN block, the thresholds, and the steps you should take to address them:

Call Avoidance Issues and Thresholds (New for 2024):

Muted Calls:

Threshold: 3 muted calls (calls where the interpreter did not unmute from start to end).

Quick Hang-ups:

Threshold: 3 quick hang-ups (calls ended by the interpreter within the first 30 seconds).

Refused Calls:

Threshold: 10 refusals (calls not accepted and rerouted to another interpreter).

Short Calls:

Threshold: 35% of calls under 2.5 minutes when total calls are 15 or more.

Unavailable State:

Threshold: 10 instances of changing your status to "Unavailable" (this includes being backgrounded or navigating away from the session).

Steps to Take if You Experience These Issues:

Report any issues using the "Report Call" option on Interpreter Connect.

Log out of Interpreter Connect (or LINC) immediately after experiencing a repeated issue during your shift.

Email 33UL immediately to inform them about the situation.

File a support request on the interpreter portal to report the problem.

Once the issue is resolved, resume work and make sure your timesheet is updated.

Repeat Offenses and Monitoring:

We will review interpreters with repeat offenses, and ongoing coaching or disciplinary actions may be applied to address the issues.

Repeat offenders (those who have 3 instances of PIN blocks within a 60-day period) this may lead to termination.

If a pattern of call avoidance continues, LanguageLine reserves the right to take further action, including removing the interpreter from handling calls for a period of time or longer.

Why This Is Important:

If any of the issues listed above exceed the specified thresholds, your PIN will be blocked. The PIN block prevents you from taking future calls until the issue is resolved.

Continuous monitoring will ensure that repeat offenders receive proper follow-up and intervention to prevent further disruptions.

By following these steps and monitoring your call handling, you can help avoid issues and maintain your availability.

Thank you for your attention to these guidelines. If you have any questions, please feel free to reach out to 33UL.



The following steps should be taken if you encounter a PIN block: 

Immediately email 33uL@kellyservices.com to notify the talent care team of the PIN block. A Talent Advisor will supply the appropriate steps to follow to unblock your PIN. Please see below potential causes for PIN blocks alongside temporary trouble shooting: 

A PIN can be blocked for technical issues, including but not limited to several missed calls, working outside of the US or Puerto Rico, or performance issues. The reason for your PIN block will be provided once you have notified 33uL@kellyservices.com. Please note it is REQUIRED to notify 33uL@kellyservices.com of your PIN block prior to enacting any of the below troubleshooting steps. 

For technical or connectivity issues:  Please reboot your modem, check and/ or replace your headset. The mobile app may not be detecting your headset. Please make sure to use the recommended lightning adapter (Belkin) or an apple certified adapter with charging port and headset port.  Also, please ensure the highest update has been installed on your phone. 

INTERPRETERCONNECT -  TECHNOLOGY REQUIREMENTS 

Connectivity Requirements:

·      Internet connection must be a reliable, high speed, fixed line, dedicated for work.

o  Using a shared/ community service, satellite service, hotspots, Mobile Wi-Fi devices, or public networks is strictly prohibited.

·      Internet speed must meet the following minimum requirements:

o  Download speeds of no less than 5 Mbps

o  Upload speeds of no less than 3 Mbps

o  Ping value of no more than 300 ms

o  Jitter Value of no more than 30 ms

·      Wired vs. Wireless: a wired Ethernet connection is preferred for improved stability and security; however, Wi-Fi connections are permitted.

·      Personal wireless routers are not preferred, but are allowed, provided that the Interpreter and their device are located as near to the router as possible.

Equipment Requirements:

• Desktop / Laptop Computer
• Windows:

§ Windows 11 and Windows 10 (22H2).

§ Active and updated antivirus.

§ A modern and updated browser.

• Mac:

§ MacOS 12 (Monterey), MacOS 13 (Ventura), and the upcoming MacOS 14 (Sonoma).

§ Active and updated antivirus.

§ A modern and updated browser.

• ChromeOS:

§ Any Chromebook updated to the most current version (15633.69.0).

§ A modern and updated browser.

• Mobile Phone / Tablet
• Device must be newer, in good working condition, and able to support the required Operating Systems:

§ iOS 16 or later for iPhone.

§ OS 13 or later for Android.

• Prepaid phones (burner) are NOT permitted.
• Device charger must have the ability to charge the device and use the headset at the same time.

§ Charger adapter may be needed.

• Headset
• Headsets are required to be wired with a boom‐style microphone.
• Wireless headsets or earbuds are strictly prohibited.
• It is recommended that the microphone have a uni‐directional voice pattern and noise-canceling technology.
• It is strictly prohibited to use the speaker mode. No exceptions.

• Restricted Brands:
• Kaspersky products are prohibited.
• Huawei hardware is prohibited.

Some of the headsets our testing department has tested are:  

-Jabra Evolve 30 UC (stereo)  

-Plantronics Blackwire 3200 

-Jabra Evolve 30 II  

-Sennheiser model SC 75 

Common troubleshooting steps:

· REVIEW POLICY #: 118 INTERPRETER TECHNOLOGY & INTERNET REQUIREMENTS

 · Restart device/router/modem

· Confirm Wi‐Fi calling is disabled

· clear browser cache

· Test with different hardware – device, wired headset, adapters, etc

· Confirm 2.4ghz or 5ghz band for Wi‐Fi. ‐ Test calls on both bands of Wi‐Fi in their home see if same results of different on each.

· LLS speed test should be performed on mobile device Wi‐Fi. on only, cell data turnedoff

· Interpreter Connect should not be backgrounded or minimized. **It is important to disable apps that are running in the background, including disabling notifications that may interrupt your session

· Run speed tests

Common Issues, Trouble Reported:

Audio issues / Refusals / Not able to log in

1. Logout from Interpreter Connect

2. Run Speed‐test and extended speed‐test to check the packet loss

3. Reboot device

4. Try changing to another headset

5. Try a different network

6. Disable Wi‐Fi calling

7. If issue persists, follow the LanguageLine escalation process

**If speed test matches the basic requirements and issues persist, recommendation is to run extended ping test to closest region from Interpreter Connect device.

Please follow the steps below then run the extended ping tests on your smartphone. 

For iOS: 

-Download **iNetTools - Ping,DNS,Port Scan**   app from the app store (by  comcsoft) 

1-Open the app 

2-Tap Ping 

3-Enter Host Name/ IP Address at the top as: 216.20.235.3 and click start 

4-ALLOW the test to run for 10 minutes and then click Stop 

5- TAKE a Screenshot of the results that came out and call the IHD or your local support to provide the results. 

•REPEAT steps 1-5 using a different Domain Name/IP Address as: 216.20.237.3 if the results were not positive. 

Note: Please DO NOT place the application in the background and make sure the phone screen does not timeout as this will stop the test from running. 

Important:  The MAX (maximum response time) in the extended ping tests shouldn't be above 300 ms. If the times are above these numbers, please contact your service provider and ask them to reboot the service. Sound quality may be impacted as well as the connection 

Basic minimum Internet requirements for Interpreters: 

5 Mbps download or higher 

3 Mbps upload or higher 

300ms or less for ping (issues can occur above 120ms) 

30ms or less for jitter 

IHD contact numbers: 

Phone number: 

US 1-800-874-0271 

UK 0800 783 3502 

MEX 001-877-561-5824, PIN 639426 

email: ihd@languageline.com 

Hours of operation 05:00-17:00 Mon-Sat