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Using Our Telephone Interpreting Service

To access our on-demand telephone interpreting service, you must have a Site PIN (and optionally a Site Access Code). This functions as an authorisation, allowing the system to identify who is using the service.

Your organisation and department will have been provided with a Site PIN (and optionally a Site Access Code) when registering with Clear Voice.

If you are unsure of the PIN for your organisation or department, please contact our team.

Accessing an Interpreter

  1. Call our On-Demand Telephone Service on 0207 043 4127
    If you do not want your service user to see your phone number you must withhold your number prior to contacting Clear Voice
  2. Enter your six-digit PIN followed by #
  3. Optional: If you organisation uses Site Codes, you will be prompted to enter your Site Code followed by #
  4. Enter the three-digit code for the language you require (see Language Codes) and press 1 to confirm the language is correct
  5. Press 1 to speak to any available interpreter
  6. Alternatively, if you know the PIN for a specific, desired interpreter, press 4 and enter the interpreter’s five-digit PIN
  7. Please hold while the system connects you. Our average wait time is less than 40 seconds.

You can speak to a member of our team at any time by pressing #
This is useful if you have a specific request, for instance the gender of the interpreter, a particular dialect, LGBTQI+ awareness, or the language you require is not listed

Adding participants

Once connected to your interpreter you can easily add a third party to the call:

  1. Press 9 on your keypad and then dial the third party’s number
  2. You can press 9 to add as many participants as you need to: If your call involves more than three parties simply repeat this process until all participants are added to the call
  3. To end the call with the third party(ies) press

Please note that pressing ✱ only ends a call with the third party(ies) if the call is unanswered or the third party has hung up.

Call to third party is forwarded to voicemail

Please be aware that when adding a third party to a telephone interpreting call, if the call is forwarded to voicemail this is considered an answered call and pressing will not remove the third party.

If you wish to reattempt connecting with this third party you will need to commence a new call by redialling Clear Voice.

Should you wish to use the same interpreter, you should take a note of their PIN, redial Clear Voice and request the interpreter using their PIN.

Updated on September 25, 2023

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