1. WHAT IS TÚLKA?

Túlka is a new way of getting interpretation help. With the Túlka application, you’ll reach our whole interpreter community and can get interpretation help whenever you need it, quickly and easily.


2. HOW DOES TÚLKA WORK?

In order to use the Túlka service, you need an account, a smartphone application and a data connection. You can find the application from Google Play Store and App Store. After installation, you log in with your own account, after which you’re ready to ask for interpretation help when you need it.

When you request interpretation help with one press of a button, all those proficient in the languages that you’ve selected are sent a message. The fastest one of the interpreters available picks up your request, opens up a connection and is ready to interpret.


3. WHAT IS DONE IN A TÚLKA INTERPRETING SITUATION?

After the connection is opened, the interpreters introduce themselves and the parties in the interpreting situation introduce themselves to the interpreter. The parties in the interpreting situation are responsible for providing the interpreter with the necessary information so that they can communicate messages across the language barrier, taking the subject context and cultural differences into account. Video plays a significant role in the success of the communication.


4. IN WHICH LANGUAGES IS INTERPRETING AVAILABLE FROM TÚLKA?

At the moment in our free Túlka Free service, there are the following languages: Finnish-Arabic, Finnish-Farsi, and Finnish-Somali. We’re expanding the language selection as volunteer interpreters join our community.

The Túlka Premium language selection is customised to the needs of the customer. The selection includes inter alia Finnish Arabic, Finnish-Farsi, Finnish-Sorani, Finnish-Russia and Finnish -Tigrinya.


5. DOES TÚLKA COST ANYTHING?

Túlka Free is free for all private users and volunteer peer interpreters provide the service.

Túlka Premium is a payable service and is suited to the most demanding interpreting situations, such as liaison interpreting and customer service situations.


6. HOW DO I GET an account?

You can get a customer account for the free Túlka Free service from the web pages of Túlka by filling in the ‘I want an account’ form.

The account for the Túlka Premium service will be delivered in the way agreed with the company, community, municipality or town.

Túlka interpreters, peer interpreters and liaison interpreters get an account for the service in conjunction with basic training.


7. AT WHAT TIMES CAN I ASK FOR interpretation help?

The volunteer interpreters of Túlka Free, interpret when possibilities allow it. They want to make the everyday life of the people close to them and society easier, particularly during office hours from 8 am to 4 pm. Our peer interpreters have also been very active in replying from 4 pm to 8 pm. Being able to arrange interpretation help at night through volunteers is understandably less likely.

Túlka Premium serves exactly in the way agreed on with the company, community, town or municipality.


8. IS TÚLKA INTERPRETING CONFIDENTIAL?

Túlka Free interpreters commit to confidentiality in accordance with the general ethics of interpreting. In conjunction with interpreting, they use headphones and find an environment that offers sufficient privacy protection in the manner required by the interpreting situation. Túlka or the interpreters do not record the interpretation situations.

Túlka Premium interpreters act with regard to confidentiality and professional ethics like other interpreters doing liaison interpreting also do.


9. WHAT KINDS OF INTERPRETING NEEDS IS TÚLKA SUITABLE FOR?

Túlka’s live video interpreting is excellently suited to fast interpreting jobs of 5-15 minutes, but also longer 15-60 minute ones and even continuous ones of 90 minutes. 

Túlka Free is suitable for everyday situations and it has offered invaluable help again and again for co-operation between the home and the school, in shops, official bureaus and when dealing with basic healthcare services.

Túlka Premium is liaison interpreting-level interpreting for the needs of officials and companies. 


10. WHEN IS TÚLKA FREE NOT THE RIGHT SOLUTION?

Túlka Free’s aim is to offer help in all everyday situations. From the point of view of the legal protection of the individual, it is important that the officials arrange a liaison interpreter to assist in the situation in the case of hearings that affect decision-making, such as asylum, benefit and criminal matters.

Túlka Premium interpreters are liaison interpreters, meaning that they can interpret also authority situations. 


11. I ORDERED an account BUT NOTHING HAPPENED

11.1 Did you register as a user on the web pages of Túlka?

If not: Go to Túlka’s web pages and register as a user (www.tulka.com).

N.B.! Remember to register with your own phone number that works, e.g. 0451237777; don’t include the country code.

Screen Shot 2016-10-24 at 10.06.12.png

11.2 You should see the notification below after registration:

Screenshot (39).png

If you did register: See question 11.3.

11.3 Did you get your first text message (‘Thank you for registering’)?

kiitos rekistöröi viesti.jpeg

If not: You are not registered in the service; register with the correct details.

If yes: See question 11.4.

11.4 Did you get another text message containing a password?

Nimetön.png

If not: See the instructions in question 12.

If yes: Now you’re ready to use the Túlka application.


12. I ORDERED AN ACCOUNT BUT I DIDN’T GET A PASSWORD

12.1 Have you registered as a user on the web pages of Túlka?

If not: Go to the web pages of Túlka and register as a user (www.tulka.com).

Screen Shot 2016-10-24 at 10.06.12.png

If you have registered: See question 12.2.

12.2 Did you get the first text message? Did you get any message?

If not: Follow the instructions below.

Step 1. Open the Túlka application.

Step 2. Click ‘Did you forget your password?’.

Step 3. Enter your phone number.

→ The system should now send you a new text message containing a password to your phone.

Tulka open app first view.png


13. WHY CAN’T I LOG IN WITH MY OWN account information?

13.1 Have you registered as a user on the web pages of Túlka?

If not: Go to the web pages of Túlka and register as a user (www.tulka.com).

If yes: See question 13.2.

13.2 Did you log in with your telephone number, without the country code?

If not: Log in with your telephone number, without the country code.  → E.g. 0501238989

Screenshot (38).png

If yes: Contact Túlka’s customer service on Facebook.


14. WHY DON’T I GET interpretation help EVEN THOUGH I’VE ASKED FOR IT?

14.1 Did you wait 1-2 minutes for a reply?

If not: Try waiting for a little longer next time. Internet and network connections vary and this may mean that your request takes a little while to get to the interpreters.

If yes: Unfortunately, we have a shortage of peer interpreters right now and our current peer interpreters always interpret when they are able to do so. We apologise and hopefully you’ll get help for your request as soon as possible.


15. WHY DON’T I GET NOTIFICATIONS ABOUT INTERPRETING REQUESTS?

15.1 Have you logged into the application?

If not: Log in with your account information and check from the settings that notifications are activated. 

Tulka open app first view.png

15.2 Have you checked from the settings that the notifications are activated?

If not: Follow the instructions below.

 

ANDROID PHONE MODELS:

Step 1. Go into the phone’s settings.

Step 2. Open ‘Applications’.

Step 3. Find the Túlka application (net.heiiapp.heii.app).

Step 4. Open ‘Notifications’.

→  If you have the ‘Block all’ or ‘Show silently’ buttons activated, then you won’t get notifications.

 

★ N.B.! The LG Nexus 5X Android model is used in the images. The settings display and route between screens may vary between Android devices.

N.B.! If you can’t find the Túlka application, it may be under the name net.heiiapp.heii.app.

All apps.png
Tulka app first view.png
App Notification.png

 

IOS PHONE MODELS:

Step 1. Go to the phone’s settings.

Step 2. Open the Túlka application.

Step 3. Click on ‘Notifications’.

Step 4. Check that all the sections are activated (as shown in the third image).

→ If the ‘Block all’ button is activated, you won’t get any notifications.

 

★ N.B.! The iPhone 6S model is used in the images. The settings display and route between screens may vary between iOS devices.

ios asetukset.png
ios tulka app in.png
iOS Tulka notifik.png


16. THE NOTIFICATION SETTINGS ARE IN ORDER, BUT I STILL DON’T GET NOTIFICATIONS ABOUT INTERPRETING REQUESTS

16.1 Are you logged into the Túlka application?

If not: Interpreting requests don’t arrive if you’re not logged into the application.

If yes: See question 16.2.

16.2 Do you have mobile data/Wi-Fi activated?

If not: Interpreting requests will not arrive if there is no Internet connection. The Túlka application only works with an Internet connection.

If yes: See the instructions below.

 

16.3 Check that you haven’t optimised the Túlka application in the power-saving mode.

 

ANDROID PHONE MODELS:

Step 1. Open the ‘Smart management’ application.

Step 2. Select ‘Battery’.

Step 3. Select ‘Further information’.

Step 4. You are now in the optimisation of applications, where there is a list of applications → Select the Túlka application.

Step 5. A small icon and three options appear on the screen → Select ‘Disabled’.

Step 6. When you have gone through all the steps, check from the list that it says ‘Disabled’ by the Túlka application.

 

★ N.B.! The Samsung S6 Android model is used in the images. The settings display and route between screens may vary between Android devices.

Sovellukset esinäkymä.jpg
Sovelluks optimointi lista.jpg
Älykäs hallinta -> Akku.jpg
Pick Tulka --> Poista käytöstä.jpg
Akku -> Lisätiedot.jpg
Lopputulos (poistettu käytöstä).jpg

 

IOS PHONE MODELS:

Step 1. Go to the phone’s settings.

Step 2. Select ‘Battery’.

Step 3. The ‘Low power mode’ button must be deactivated.

 

★ N.B.! The iPhone 6S model is used in the images. The settings display and route between screens may vary between iOS devices.

Optimointi asetukset ios.png
Optimointi Akku IOS.png


17. WHY IS THERE NO SOUND DURING INTERpretation conversation?

17.1 Have you enabled the microphone?

If not: See the instructions below.

 

ANDROID PHONE MODELS:

Step 1. Go to the phone’s settings.

Step 2. Open ‘Applications’.

Step 3. Click on the Túlka application (net.heiiapp.heii.app).

Step 4. Check the ‘Permissions’ section.

→ The microphone button must be activated. In this way, you give the application permission to transmit sound.

 

★ N.B.! The LG Nexus 5X Android model is used in the images. The settings display and route between screens may vary between Android devices.

Settings -> Apps.png
All apps.png
Tulka app first view.png
Came + Microphone.png

IOS PHONE MODELS:

Step 1. Go to the phone’s settings

Step 2. Click on the Túlka application.

Step 3. Check that the microphone is switched on (as shown in the image).

→ The microphone button must be activated. In this way, you give the application permission to transmit sound.

 

N.B.! The iPhone 6S model is used in the images. The settings display and route between screens may vary between iOS devices.

ios asetukset.png

If yes: Contact the Túlka interpreter mentor or customer service on Facebook.

ios tulka app in.png


18. WHY DOES THE video feed NOT SHOW ANYTHING?

18.1 Have you given permission to the camera?

If not: See the instructions below.

 

ANDROID PHONE MODELS:

Step 1. Go to the phone’s settings.

Step 2. Open ‘Applications’.

Step 3. Click on the Túlka application (net.heiiapp.heii.app).

Step 4. Check the ‘Permissions’ section.

→ The camera button must be activated. In this way, you give the application permission to transmit video images.

 

N.B.! The LG Nexus 5X Android model is used in the images. The settings display and route between screens may vary between Android devices.

Settings -> Apps.png
All apps.png
Tulka app first view.png
Came + Microphone.png

IOS PHONE MODELS:

Step 1. Go to the phone’s settings.

Step 2. Click on the Túlka application.

Step 3. Check that the camera is switched on (as shown in the image).

→ The camera button must be activated. In this way, you give the application permission to transmit video images.

 

★ N.B.! The iPhone 6S model is used in the images. The settings display and route between screens may vary between iOS devices.

ios asetukset.png
ios tulka app in.png

If yes: Contact the Túlka interpreter mentor or customer service on Facebook.


19. Why is there nothing to interpret in the application even though there was a notification of an assistance request?

→ Someone else managed to reply to the interpretation request before you.