Immediate phone interpreting
Pre-booked phone interpreting
ATIS
Immediate phone interpreting
TIS National provides operator-assisted access to an immediate phone interpreter in over 150 languages where you request your language and the operator allocates the interpreter for you.
Why might I need operator assistance to allocate an interpreter?
Once TIS has the interpreter on the line, if you need your client to be called, simply tell the operator and they will be able to conference your non-English speaking client into the call.
Calling 131 450
When you dial 131 450, an automated prompt will ask you which language you need.
If you are registered with TIS as an agency client, you will be given an option to use our automated service, ATIS.
If you do not wish to use ATIS, simply say 'no' and you will be placed in the queue to speak with a TIS National Contact Centre operator who can allocate the interpreter for you.
Required information
When your call is answered, the TIS National operator will ask you for the following information:
- to confirm the language you have requested
- your TIS National client code
- your agency's name and the section you work in
- your name and phone number
- the non-English speaker's name
- the non-English speaker's phone number (if you require TIS to conference them into the call)
- any required information your agency has requested be recorded by TIS National (for example, an identification number or claim number).
To help our operators process your request as quickly as possible, please have this information ready to provide when requested.
Please view our pricing before requesting TIS National services.
Pre-booked phone interpreting
If you need to schedule a phone interpreter in advance, use TIS Online to pre-book the service.
Pre-booked phone assignments can support:
- Complex or highly sensitive subject matter
- Briefing the interpreter about any critical information before connecting the non-English speaker.
- Higher success rates of securing a rare language interpreter or a language with limited availability. This is a result of the request being offered to the highest credentialed interpreter available nationwide
- Assignments located at facilities such as correctional centres where physical access is restricted
Agencies can request TIS National conference in their client if they are not already on the line. Please note TIS National is unable to make international calls. If a client is overseas, please ensure they are already on the line or alternatively utilise a video remote interpreting booking.
ATIS
Automated Telephone Interpreting Service (ATIS) is an immediate service for agency clients who need to access a phone interpreter. ATIS connects you to an interpreter when you need to communicate with your non-English speaking client, without having wait for operator-assistance. ATIS is available in more than 150 languages.
The benefits of ATIS
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Direct access to an immediate phone interpreter
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Save time by avoiding contact centre wait times during peak periods
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Access ATIS through a single free call 1800 number.
How to register for ATIS
To register for ATIS, submit an ATIS application form.
How do I use ATIS?
- Call 1800 131 450
- When prompted, say the language that you need
- Choose the gender of your interpreter by pressing:
1 to select either gender
2 to select a female interpreter
3 to select a male interpreter - Enter your ATIS account number, then enter your ATIS access number
- Press # and write down the job number provided.
If ATIS is unable to allocate an interpreter for your request, your call will be re-directed to a TIS National Contact Centre operator. When calling ATIS, please have your TIS National client code ready in case your call is redirected.
How do I conference my client into the call?
If your non-English speaking client is not with you in-person, please make sure your phone has conferencing ability to add a third party to the call. ATIS cannot create a conference call for you.
More information
How much does ATIS cost?
ATIS users may also be eligible to receive a discount of up to 10% off the automated immediate phone interpreting charges.
Because you can access ATIS through a single free call 1800 number, it can reduce flag-fall costs for high volume users.
Need help with ATIS?
Please contact the TIS National Client Engagement team for assistance using the ATIS service, or to find out more about the discount.
