When receiving a silent, open line, you should query the line verbally a second time, and then which action?

When receiving a silent, open line, you should query the line verbally a second time, and then which action?

• A. Hang up and retry later
• B. Play a prerecorded message
• C. Query the line using a TTY to determine if the call is from a TTY user
• D. Escalate to a supervisor

Answer: (C)

When a line is silent and open, your goal is to confirm there is still a caller and how to communicate. After you ask for contact a second time, the proper next action is to check for a TTY user by querying the line with a TTY. This creates a text-based communication path if the caller relies on a TTY, allowing you to gather information and respond even if they can’t speak. It preserves accessibility and ensures you’re not missing a caller who uses a TTY. If no TTY user is found, you continue with the standard follow-up steps.

When a line is silent and open, your goal is to confirm there is still a caller and how to communicate. After you ask for contact a second time, the proper next action is to check for a TTY user by querying the line with a TTY. This creates a text-based communication path if the caller relies on a TTY, allowing you to gather information and respond even if they can’t speak. It preserves accessibility and ensures you’re not missing a caller who uses a TTY. If no TTY user is found, you continue with the standard follow-up steps.