The Session tab
| Part | What it does |
|---|---|
| Audio | The state of Taiwa's audio, and the levels of your voice and the customer's voice. |
| You speak | Your language. |
| Customer speaks | The customer's language, or Auto-detect. |
| Your translated voice | The voice that the customer hears. |
| Incoming voice | The voice in which you hear the customer. |
| Start translation | Starts and stops the translation. |
| This call | Facts about the call in progress, for example the translation provider. |
| Terminology | Says if your organisation's terminology is applied. |
| Transcript | The words of the call, in both languages. |
Before the call
- Check that the Audio card does not say Audio off. If it does, select Turn audio on.
- Select your language in You speak.
- Select the customer's language in Customer speaks, or leave it on Auto-detect. Some languages cannot be detected. See Supported languages.
- Select the two voices: Match the speaker, Female or Male.
During the call
- When the call connects, select Start translation.
- Speak normally. The customer hears your translated voice.
- Listen to the customer's translated voice, or read the Transcript.
- Select Stop translation when the call ends.
A line under the button tells you what the customer hears. Read it. With Auto-detect, the customer cannot hear your translated voice until Taiwa has heard which language they speak.
Hold
Select Hold to stop the translation for a moment, for example while you look something up. Taiwa then does not translate and does not bill. Select Resume to continue.
Taiwa's hold is not the hold of your call app. Your call app decides what the customer hears while they wait.
When a customer reads out card details
Select Pause for payment. Taiwa then sends no call audio for translation, in both directions. Taiwa records when you pause and when you resume, but never what was said. Select Resume translation when the customer has finished.
If nobody speaks for a long time
Taiwa warns you, and then stops the translation of a call that has had no sound in either direction for some minutes. This stops a forgotten call from running all night. Select Keep translating in the warning to continue.
The Controls window
Select Controls at the top of the window to open a small window with the main controls. Use it beside your call app. It can stay on top of other windows.
The transcript
Select Transcript at the top of the window, or Detach under the transcript, to open the transcript in its own window. Select clear to empty it.
Your organisation decides if transcripts are shown and saved. To keep a transcript after the call, see Windows app settings.
If the customer cannot hear you
Taiwa shows a warning in capital letters when the customer cannot hear you, or hears your own untranslated voice. See The customer cannot hear me.