Note: Serapis is a codename for one of our clients. We do not write our client's name on any publicly accessible material.

How does Serapis work with Cadence?

Serapis arranges conference calls as its primary business. It provides its clients with operator-assisted phone calls. The operator needs to act both as a consecutive interpreter and as a meeting facilitator.

This will entail reading (in multiple languages) a script at the beginning and end of the call.

It will also entail facilitating a Q&A period, which requires viewing a web app through which participants send questions. 

There's another role that you may play which is that of the note-taker

There's also a lead operator, but this will not be supplied by Cadence.

Tools used in order to serve Serapis

Serapis, as of early 2017, uses On24 to conduct the webinar and ZipDX for participants to listen to audio.

What can you do to prepare?

You MUST go through a training session hosted by Serapis. Familiarity with Serapis' clients publicly accessible information is also recommended. The name of their clients will be revealed after you've been staffed on one of their calls.

What can you expect during the call? (as the operator)
Phase I: Kickoff

  1. Log in 30 minutes before the scheduled start time of the call.
  2. Serapis' lead operator will perform a sound-check
  3. Serapis' lead operator will then ask the operator to go into the wait room and say the call is about to start: "Thank you for your patience, the call will commence shortly." (in English and Chinese)
  4. When presenters say they are ready to start, then the lead operator brings everyone to the Main Room. 
  5. At this point, the operator begins their script.

Phase II: Q&A

  1. The operator decides on the order of question-askers arbitrarily and using the dashboard view showing raised hands:

2. The operator will say: "Your first question comes from _______"

3. The lead operator will mute/unmute and lower hand.

4. The person whose turn it is to ask a question will begin speaking. Unless otherwise instructed, only translate it if the question is in English.

What can you expect during the call? (as the name taker)

  1. Log in 30 minutes before the scheduled start time of the call.
  2. Serapis' lead operator will perform a sound-check
  3. As new participants dial-in, use ZipDX's Dashboard to move one person at a time from the waiting room into a private room (for instance, room 8).
  4. Move yourself into that private room as well.
  5. Ask the participant their name. Start in English by saying "Hello, I am one of the assistants for this call, may I please have your name?" (repeat in Chinese if you get no response)
  6. Use ZipDX's rename feature to type in their name, and put a leading period to indicate they've been processed. 

For example, a user that may show up as "+19176203900" whose name is reported as "Aaron Henry" should be renamed to ".Aaron Henry".

7. After they've been renamed, thank them and tell them you will either put them back into the wait room or into the Main Room.

8. Repeat for all callers who don't have a name. 

Screenshots & tips

This is the interface from On24, which is how clients will see slides:

-Team chat is visible to EVERYONE. Don't use it unless it's content that is appropriate for everyone to see.

-This role type allows you to change the order of slides. Do not, under any circumstances, change the slides. If call participants run into issues, the lead operator will handle the slides.

These screenshots are from ZipDX, which is how clients will hear the audio:

When you log-in, you must click Dashboard:

"Web Phone" is one of accessing the audio. The other option is to use ZipDX's dial-in numbers. Web Phone is recommended if you have strong, reliable internet.

The Dashboard will look like this when everyone is in the main room:

Clicking on a name shows a menu that looks like this:

This allows you to rename participants as well as move them to different rooms. Here's how the Dashboard looks after all participants have been moved to Room 4:

Here's an example of how an unknown caller gets renamed:

Putting a dot at the beginning of the name to signifies that they have been recorded.

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