managing exam delivery

Version 2.3 Pearson VUE Confidential Copyright © 2014 Pearson Education, Inc. or its affiliate(s). All rights reserved. [email protected]

Managing Exam Delivery This chapter describes procedures for managing the delivery of exams in the test room, including entry and exit monitoring. This chapter contains the following sections:

Verifying candidate's identity (Entry/Exit Monitoring) ........................ 2

Seating candidates ..................................................................... 16

Using Delivery Manager .............................................................. 17

The Administrator application in Delivery Manager ......................... 29

Handling accommodations in the VUE Testing System ..................... 30

Proctoring an exam .................................................................... 36

Managing breaks ........................................................................ 44

Stopping, resuming, restarting or extending an exam ..................... 51

9-2 Managing Exam Delivery Version 2.3 Pearson VUE Confidential

Verifying candidate's identity (Entry/Exit Monitoring)

A candidate's identity must be verified each time the candidate enters or leaves the test room (including when he or she leaves to take a scheduled or unscheduled break and finishes the exam). The time for when the candidate enters and exits the testing room for unscheduled breaks must also be logged on the log sheet. The log sheet contains an "Unscheduled Break Time" section where Test Administrators can input this information.

Make sure to log the time the candidate is in and out of the testing room for an unscheduled break and to check the candidate's ID, verifying that the picture on the ID looks like the candidate. Check the "Check ID" box next to the logged time on the log sheet once you have verified this information.

For more information about the log sheet, see "Filling in the log sheet" in chapter 8. (Note: At PVTC Selects, only candidates taking IT exams are required to fill the log sheet.)

Some test centers, such as Pearson VUE Authorized Test Center Selects, are required to perform entry and exit monitoring through the Entry Monitoring feature in the Admissions Manager application. Entry Monitoring typically requires a palm vein capture. The palm vein is compared to the one taken during the admission process to verify the candidate's identity. Refer to "Entry Monitoring procedure" for more information.

The Entry Monitoring feature in Admissions Manager appears only at certain test centers. It is not required at all sites. Your test center will not see this feature in Admissions Manager if it is not required.

If the palm vein device at the administration workstation is not working, the backup solution is to check the candidate's ID. See "Backup Entry Monitoring procedures." In that case, the candidate's primary ID is checked each time the candidate enters or leaves the testing room.

Pearson VUE Confidential Version 2.3 Managing Exam Delivery 9-3

Entry Monitoring procedure

If your test center has the Entry Monitoring feature in the Admissions Manager application, follow these steps to perform Entry Monitoring for a candidate:

The Entry Monitoring feature in Admissions Manager appears only at certain test centers, such as Pearson VUE Authorized Center Selects. It is not required at all sites. Your test center will not see this feature in Admissions Manager if it is not required.

1. Click the Entry Monitoring icon in the left pane of the Admissions Manager window.

The Entry Monitoring window appears, as shown on the illustration in the next step, and displays the candidate list. This list contains information about all candidates who have recently been through the admissions process. Names appear in alphabetical order according to the candidate's last name. The window also indicates for which exam the candidate has been admitted and the type of entry monitoring the exam sponsor requires, such as palm vein. Refer to the "Candidate list window" section later in this chapter for detailed information about the window.

2. Select the candidate's name in the list. After selecting the candidate, the buttons below the list will become available. If the exam sponsor does not collect palm vein, only the Check ID button will be available/active.

Candidates who have been through the admissions process and whose results have not yet been uploaded by RMA are listed here. The Check column indicates whether the sponsor requires you to check a palm vein or ID.


3. Next, follow the steps in one of the sections listed below depending on what is required to be verified in Entry Monitoring.

• Checking palm vein in Entry Monitoring

• Checking ID in Entry Monitoring

If the palm vein device is not available and the selected exam requires palm vein verification, click the Check ID button to check the candidate's ID. The following warning message appears: "The client requires that biometrics be collected. Are you sure you want to proceed without collecting a biometric?" Click Yes ONLY if you need to use the backup method. Click No to return to the candidate list. If you click Yes, proceed to "Checking ID in Entry Monitoring" for further direction.

Checking palm vein in Entry Monitoring

If the exam sponsor requires palm vein to be verified, the Verifying Palm Vein Against Enrollment Templates window will appear after you click the Check Palm Vein button in Entry Monitoring.


Follow the steps below to verify the candidate's palm vein pattern in Entry Monitoring:

1. Ask the candidate to place their right hand flat on the palm vein device with fingers apart.

Next, ask the candidate to slide his or her hand forward until the edge of the palm reaches the finger dividers. Make sure the candidate holds their hand very still while the application captures the image of their palm vein.

The software will then verify whether or not the right palm being placed on the device matches the palm vein pattern stored in the system for the candidate. One of the following will occur:

o Right palm vein matches: If the right palm vein pattern is recognized, "Verified" appears in blue on the right side of the window (see the image below). Click OK, and continue with step 3 in this procedure.


o Right palm vein does not match on first attempt: If the right palm vein pattern is not recognized, "No Match-Retry" will appear in red on the right side of the window (see the image below). Ask the candidate to remove their right hand completely away from the device, and then repeat this step again to retry the verification.

o Right palm vein does not match on second attempt: If the right palm is still not recognized after a second attempt, "NO MATCH" and "Switch palms" appear on the right side of the screen. The candidate must place their left palm on the device to be verified.

Continue with step 2 in this process.


2. Ask the candidate to remove their hand completely off from the device, and then to place their left hand flat on the device with fingers apart.

Next, ask the candidate to slide his or her hand forward until the edge of the palm reaches the finger dividers. Make sure the candidate holds their hand very still while the application captures the image of their palm vein.

The software will then verify whether or not the left palm being placed on the device matches the palm vein pattern stored in the system for the candidate. One of the following will occur:

o Left palm vein matches: If the left palm vein pattern is recognized, "Verified" appears in blue on the right side of the window. Click OK, and continue with step 3 in this process.


o Left palm vein does not match on first attempt: If the left palm vein pattern is not recognized, "No Match-Retry" will appear in red on the right side of the window (see the next image). The candidate must place their left hand on the palm vein device again to retry the verification. Repeat this step again to retry the verification.

o Left palm vein does not match on second attempt: If the left palm vein is a definite no-match after a second attempt at verification, the message below may appear on the screen requiring you to retry the palm vein verification process. Click OK and retry the palm vein verification again, beginning at step 1 in this process.

o Definite no match found for both palms: If the system does not prompt for a second retry (see bullet point above) or if the palm vein patterns also fail to match on the second retry, the message below will appear on the screen. When you encounter this screen, recheck the candidate's primary ID and compare it to the photo on the screen.


If the photos match, check the ID Verified box and click OK to continue with the entry monitoring process. Make sure to create a Palm Vein Match Failure Incident Report under the Candidate Issues category in VSS regarding the no-match during entry/exit monitoring. Select Palm vein did not match on testing room entry/exit as the topic detail and include in the IR that you have verified the candidate’s ID. If possible, attach a scan of the candidate’s ID to the IR.

If the photos do not match and you suspect the candidate of misconduct, check the ID NOT Verified box and click OK. Contact VSS immediately for assistance.

Note: If necessary, you can stop the palm vein verification process by clicking Cancel. This will return you to the Entry Monitoring screen, and the candidate will not be signed in/out.

3. When the following screen appears in Entry Monitoring after a successful verification of the candidate's palm vein, verify the candidate's name and confirm that the exam listed is the one he or she is currently taking.


4. If the candidate’s information is correct, click the Sign-In or Sign-Out button.

OR

If the information is not correct, click the Cancel button.

A message warns the proctor that the candidate has not been signed in or out and the candidate list redisplays. Verify that the correct candidate is selected and that the candidate was admitted correctly. If the candidate was admitted incorrectly or there is some other problem, contact VSS.

Checking ID in Entry Monitoring

When the following screen appears, you must verify the candidate's identity and verify the exam information shown on the screen with the candidate:


Follow the steps below to verify the candidate's ID in Entry Monitoring:

1. Ask the candidate for his or her photo ID.

2. Verify that the photo on the ID matches the candidate and the photo displayed on the screen.

If they match, proceed to Step 3. If they do not match, contact VSS immediately for assistance.

If the exam sponsor did not require a photo during the admission process, if the photo requirement was waived, or if the backup photo method was used, no photo will be displayed. If the exam sponsor requires a photo and a photo does not appear, DO NOT sign the candidate in (unless the backup photo method was used or the photo was waived). Contact VSS for assistance.

If the candidate does not have a photo, always check with the front desk administrator to find out why. This is a good opportunity to catch errors that may have occurred with the photo.

3. Verify the candidate's name and confirm that the exam listed is the one he or she is currently taking.


4. Click the appropriate button.

• If the candidate's information is correct, click the Sign-In or Sign-Out button. The name of the button differs, depending on whether the proctor is signing the candidate in or out. The candidate list is redisplayed, and the candidate's status in the Status column is updated appropriately.

• If the information is NOT correct, click the Cancel button. A message warns the proctor that the candidate has not been signed in or out and the candidate list redisplays. Verify that the correct candidate is selected and that the candidate was admitted correctly. If the candidate was admitted incorrectly or there is some other problem, contact VSS.

Backup Entry Monitoring procedure


If the palm vein device is not working, click the Check ID button to check the candidate's ID. The following warning message appears: "The client requires that biometrics be collected. Are you sure you want to proceed without collecting a biometric?" Click Yes ONLY if you need to use the backup method (Click No to return to the candidate list). For more information on checking the ID, see "Checking ID in Entry Monitoring" earlier in this chapter.

Also, make sure to follow the procedures given in the "Palm vein device failures (device not working)" section in chapter 8.

For more information on what to do about palm vein match failures in Entry Monitoring, see "Checking palm vein in Entry Monitoring" earlier in this chapter. Make sure to file an incident report if the primary ID does not match the candidate also.

Candidate list window in Entry Monitoring

Some test centers, such as Pearson VUE Authorized Test Center Selects, are required to perform entry and exit monitoring through the Entry Monitoring feature in the Admissions Manager application. This section provides more information about the Candidate list window in the Entry Monitoring feature of the Admissions Manager application.



As described in the "Entry Monitoring procedure" section, selecting the Entry Monitoring icon in the left pane displays a list of candidates, as shown below.

The window contains the following information:

Candidate/Exam Code/Client -The Candidate column lists the name of each candidate who has recently been admitted, while the other two columns provide information about the exam the candidate is taking.

• Candidate names are always listed in alphabetical order according to last name.

• The exam code and client information is helpful for when candidates take multiple exams on the same day. Since a candidate goes through the admission process for each exam, his or her name may be listed more than once. Check the exam code to verify that the participant is being signed in or out for the correct exam.

• Once an exam is started or resumed, the candidate's name is removed from the candidate list when the window is refreshed. This is because the exam is in progress and the candidate cannot be signed in or out. The candidate's name will return to the list if the exam ends, the exam is stopped by the


administrator, or the exam is put into break mode.

• After an exam has ended, candidate names stay in the list until RMA runs and transfers the candidate's results to Pearson VUE.

Check - This column indicates which type of entry monitoring verification the exam sponsor requires, such as palm vein or ID.

If the sponsor requires a palm vein verification, the candidate's palm vein MUST be captured.

Status - This column lets the administrator know the candidate's current exam status. The possible statuses are listed in the following table.

Status What it means Possible actions to take

Admitted Candidate has been through the admission process at the front desk, and administrator has clicked the Admit button.

When ready to seat the candidate for an exam, use the Entry Monitoring application to sign him or her in. The status then changes to Initial Sign-In.

Initial Sign-In

Candidate has been signed in through the Entry Monitoring application for the first time but has not yet started the exam.

After seating the candidate, start the exam using the Delivery Manager application. The candidate's name will be removed from the Entry Monitoring window until the exam is stopped, put into break mode or comes to an end.

Stopped Administrator has used the override functions to manually stop the exam or put the exam in unscheduled break mode.

The candidate's name reappears in the Entry Monitoring window automatically. After escorting the candidate from the testing room, sign out the candidate. The status then changes to Signed-Out.

Signed-In Candidate has been signed in through the Entry Monitoring application, although not for the first time (see Initial Sign-In).

After escorting the candidate back to his or her workstation, resume the exam using the Delivery Manager application. The candidate's name will be removed from the Entry Monitoring window until the exam is stopped, put into break mode or comes to an end.

Signed-Out

Candidate has been signed out through the Entry Monitoring application, but the exam has not ended.

When ready to reseat the candidate, use the Entry Monitoring application to sign him or her in. The status then changes to Signed-In.

Delivered Candidate's exam has come to an end.

After escorting the candidate from the testing room, sign him or her out using the Entry Monitoring application. The status remains Delivered, and the candidate's name remains in the candidate list until the next time RMA runs.


Check Palm Vein - Use this button to capture a candidate's palm vein pattern. This button is active only if the sponsor for the exam selected in the candidate list requires palm vein for entry monitoring.

Check ID - Use this button to check a candidate's ID. This button is always active, even if the sponsor for the exam selected in the candidate list requires palm vein for entry monitoring. That is because the administrator may need to check the candidate's IDs as a backup method if the palm vein device is not working or if the administrator was unable to capture a palm vein after two attempts.

Refresh - Use this button to update the candidate list immediately. The list is updated automatically whenever the user moves to a different window and then returns to the candidate list, such as when signing in a candidate or switching to the Admissions Manager Schedule window. The Refresh button can be used to update the list at any time.


Seating candidates

Listed below are guidelines for seating candidates in the testing rooms.

Children, husbands or wives, relatives and friends of candidates are not permitted in the testing room.

If the candidate has been approved for accommodations that require the use of a separate testing room or special equipment, seat the candidate in the appropriate place. If the accommodation requires assistive personnel, such as an exam reader, refer to "Checking in assistive personnel" in chapter 8 for information on signing in and seating the person.

Begin seating candidates as far from the door as possible, so there will be less distraction as you seat candidates who arrive later.

If there are not many candidates testing at one time, you can seat candidates at every other workstation.

If you need to file an incident report while monitoring an exam, such as an incident related to suspected cheating, include the workstation asset number on the report (if your test center is using asset binding).


Using Delivery Manager

This section provides information about using the Delivery Manager application, which runs on each workstation on which exams will be delivered.

Information on performing unscheduled breaks and stopping exams in the Administrator application are provided in the "Performing unscheduled breaks in the Administrator application on Delivery Manager" section and the "Stopping and resuming an exam in the Administrator application on Delivery Manager" section of this chapter. For more information on using the Administrator application in Delivery Manager, see Appendix B, "Using the Administrator application in Delivery Manager."

To run Delivery Manager, you must be authorized to use it. See "Setting up user accounts, passwords, and permissions (Personnel)" in chapter 4 for details.

For security reasons, the Delivery Manager application should never be left running unattended. When Delivery Manager is not being used, be sure to close the application as described in "Closing Delivery Manager."

Starting an exam using Delivery Manager

Use the following procedure to start a candidate's exam in Delivery Manager. After you start the Delivery Manager application on a workstation and log in, the application can be closed only by a testing administrator with a valid username and password for the Pearson VUE applications. Candidates cannot exit Delivery Manager or access Windows or any other application on the system.

Do not start an exam for a candidate until after he or she has entered the test room and has verified his or her name and the exam name and number, as described in step 4 in this procedure.

Follow these steps to start a candidate's exam:

1. Launch the Delivery Manager application on the candidate's workstation by double-clicking the Delivery Manager icon on the Windows desktop.

An introductory window appears, and then the Login dialog box displays as shown below.


2. Type the username and password for your Pearson VUE account and click the Login button.

If a message or dialog box related to asset binding appears, refer to "Workstation asset binding" in chapter 4 for further information.

The Appointment Selection window appears, displaying candidate appointments for the current day, as shown on the next page. For information about using the window and its calendar, refer to "Appointment selection window."

3. Click the candidate's name in the list.

The candidate's contact information displays in the upper part of the window.


4. Using the information in the window, verify the candidate's name and have the candidate verify that this is the exam he or she wants to take.

Always be careful to select the correct exam and candidate in the Appointment Selection window before starting the exam. It is not unusual to have two candidates on the same day with similar names, and it is critical that each candidate takes the correct exam. A good practice is to read the candidate's name and the exam name to the candidate before starting the exam, so that mistakes can be caught immediately. For example, you might say, "You are Mary Jones and you will be taking the CompTIA Server + exam. Is that correct?"

5. Be sure the correct exam is highlighted in the grid, and then click the Start button to launch the exam.

6. If the Accommodations dialog box is displayed, grant or rescind the accommodations, and then click the OK button.

Refer to "Granting or rescinding accommodations."

7. Turn the workstation over to the candidate.


Many exams require candidates to accept the terms of a nondisclosure agreement (NDA) before taking an exam. The NDA is presented on the screen before the exam or at the very beginning of the exam. If the candidate does not agree to the terms of the NDA, he or she will not be allowed to continue with the exam.

Obtaining an authorization code in Delivery Manager

An Authorization window will appear in Delivery Manager if there are background service issues with your testing system. The window appears on the screen after you click the Start button to begin a candidate's exam. Until the issue is resolved, you are required to obtain an authorization code from VSS before being able to start any exams in Delivery Manager. Follow the instructions below to obtain an authorization code.

Note: Internet connectivity issues may be one of the reasons why the Authorization window is appearing in Delivery Manager. Until the connection is restored, you are required to obtain an authorization code to start exams.

1. When you click on the Start button, an Authorization window will appear, as shown below.

2. Call VSS to obtain an Authorization code.


You must provide VSS with the Challenge Key in the Authorization window in order to receive an Authorization Code.

3. Enter the Authorization Code into the box and click OK.

The Authorization Code from VSS will be a 12-digit, numeric code. Be sure to tell VSS how many exams you will be delivering that day. VSS will provide you with a multi-pass Authorization code that can be used for every exam that day. However, if you have more exams than the number you gave to VSS, the number of authorizations that the multi-pass can be used for will run out. You will need to call VSS and get a new Authorization Code.

If you have only started and entered the multi-pass Authorization Code on one workstation, you will not be required to enter the code on any of the remaining workstations, unless the number of authorizations has run out.

Server connection error in Delivery Manager

The following message may appear in Delivery Manager if the application is not able to connect to the server:

If this message occurs, verify if RMA is running properly by running the RMA Connection Log report on VSS. Refer to chapter 6 for more information on how to run the report. However, sites located on United States Federal and State facilities and military installations should instead refer to Appendix C for details on running the report.

The report lists when RMA connected since midnight on the previous day. If no connections have taken place, ensure that the server or administration workstation (depending on your site's installation scenario setup) is powered ON. If the server or administration workstation is powered on, then you must contact VSS immediately for assistance.


Starting Delivery Manager without the required credentials

IMPORTANT: This entire section is not applicable to sites located on United States Federal and State facilities and military installations. These test centers should disregard the information in this section.

If you are logged into Delivery Manager and your VTS password is expired, your account is locked or you haven't set your security questions, Delivery Manager will not allow you to start an exam. A message will appear after you select a candidate on the Appointment Selection screen and click the Start button. After you read the message and click OK, an Authorization Window will appear. You will need to either update your account or obtain an authorization code in order to start the exam.

Follow one of the instructions below depending on what message appears.

Your account is locked

If you attempt to start an exam in Delivery Manager but your account is locked, you will receive the following message stating that your account is locked.


Click OK, and then click Cancel in the Authorization Window. Contact one of the users with the permission to unlock accounts. If they are unavailable, Channel Quality or VSS may be contacted to unlock an account. For more information on how to unlock a user account, see "Locking or unlocking a user account" in chapter 4.

After your account is unlocked, start the exam again. Delivery Manager should allow you to start the exam.

Your password is expired

If you attempt to start an exam in Delivery Manager and your password is expired, you will receive the message below indicating that you must log into Site Manager to update your account.

Click OK, and then click Cancel in the Authorization Window. In order to start the exam, you must first log into Site Manager and update your password. You will be prompted to change your password. Refer to "Opening and closing Site Manager" in chapter 4.

After you update your password, start the exam again. Delivery Manager should allow you to start the exam.

You haven't set your security questions

If you attempt to start an exam in Delivery Manager without having your security questions in Site Manager set up yet, you will receive a message indicating that you need to update your account in Site Manager.


Click OK, and then click Cancel in the Authorization Window. Log into Site Manager and select and answer the two security questions before continuing with Delivery Manager. Refer to "Opening and closing Site Manager" in chapter 4.

After you set your security questions, start the exam again. Delivery Manager should allow you to start the exam.

Your password is out of sync

If you have updated your password and RMA hasn't run yet, your password and security questions might be out of sync with the Pearson VUE system. If this occurs and you attempt to start an exam in Delivery Manager, you will be prompted to obtain an Authorization Code before continuing. Before calling VSS, run a manual RMA to sync your password with the Pearson VUE system, and then attempt to start the exam again. For more information on how to run RMA manually, see "Running RMA manually" in chapter 3.


Write down the challenge key and contact VSS. Once you give VSS the challenge key, they will provide you with an Authorization Code in order to continue. Once you enter the code, click OK to start the exam.

Appointment selection window

The Appointment Selection window in Delivery Manager allows you to select the candidate whose exam you want to start, verify the candidate's identity and exam, and launch the exam for the candidate. For security reasons, this window closes automatically if there is no activity within a certain amount of time.


Listed below are the main points you should know about the window.

The calendar controls which appointments are shown in the grid. The current date is automatically selected and highlighted when the window opens. Click a date on the calendar to select it, or use the Ctrl+N and Ctrl+P keys to move to the next or previous date. Click the arrows to the left and right of the month name to move to the previous year or month and to the next month or year.

The grid displays appointments for the date selected in the calendar. Use the up and down arrow keys on the keyboard to move between appointments in the list, or just click the appointment you want to work with.

The grid contains information about each appointment that is ready to be delivered (the candidate has been admitted), has been started (is in progress) or has been stopped. The information includes the registration ID number, appointment time and candidate name. To start an exam, click the candidate name to select it and click the Start button at the bottom of the window. (You can also start an exam by double-clicking the entry in the grid.)


The grid is automatically refreshed every 30 seconds with the latest appointment information. Appointments may be added to or removed from the grid as candidates start and finish exams. Note that the row in the grid that is selected will remain selected even after the window refreshes, so that you do not accidentally start the wrong exam. In addition, if the selected row is removed from the grid, then no row will be selected after the window refreshes.

The candidate information area displays information about the appointment selected in the grid, including the candidate's full name and address. (Note that requests for candidate name changes should be made via an incident report. In most cases, you can make address and phone number changes in Registration Manager.)

To resize columns in the grid, position the cursor on the line that separates two columns; when the cursor changes shape, drag it to make the column wider or narrower. Resizing changes are saved and used the next time you activate Delivery Manager on this workstation.

To sort appointments displayed in the grid, click a column heading, and the list is sorted by that heading. For example, click the Last Name column to display appointments sorted alphabetically by last name. The name of the column by which you sorted appears in bold, and the column is highlighted slightly. The arrow next to the column name indicates whether entries are sorted in ascending or descending order. Click the column name to switch between ascending and descending. Sorting changes are saved and used the next time you activate Delivery Manager on this workstation.

To use the menu options available in the Appointment Selection window, refer to the following table.

Menu Command Selecting this command...

Application Close Closes the Appointment Selection window and displays the Delivery Manager Login dialog box.

View Next Day Selects the next day on the calendar and displays that day's appointments in the grid.

Previous Day Selects the previous day on the calendar and displays that day's appointments in the grid.

Next Month Selects the same date in the next month on the calendar and displays that day's appointments in the grid.


Menu Command Selecting this command...

Previous Month Selects the same date in the previous month on the calendar and displays that day's appointments in the grid.

Appointment Start Starts the exam for the appointment selected in the grid.

Refresh Reloads the grid with the most current information.

Tools Change Asset Displays the Workstation Asset Selection dialog box, which allows you to change the asset corresponding to the workstation. The dialog box lists all of your center's defined assets, except the one currently associated with the workstation. To change the asset, click the asset you want to use and click OK. For detailed information about asset binding, see "Workstation asset binding."

Help About VTS Delivery Manager

Displays information about the application. Also contains a Report button that VSS may ask you to use for troubleshooting.


The Administrator application in Delivery Manager

Several migrated Regulatory, Employment Testing, and Certification exams are started on Delivery Manager but are delivered using software called Administrator, as shown below. Not all exams are delivered through Administrator. The test administrator will log into Delivery Manager and select the candidate to launch the exam. The exam is then presented to the candidate through the Administrator software. The primary function of the Administrator software is to administer examinations to candidates. The candidate responds to exam items presented by Administrator.

Information on performing unscheduled breaks and stopping exams in the Administrator application are provided in the "Performing unscheduled breaks in the Administrator application on Delivery Manager" section and the "Stopping and resuming an exam in the Administrator application on Delivery Manager" section of this chapter.

For more information on the features and functionality of the Administrator application, see Appendix B, "Using the Administrator application in Delivery Manager."


Handling accommodations in the VUE Testing System

Sometimes candidates require special aids, or accommodations, while taking exams. For example, a candidate may require more time for an exam because she is taking the exam in English and English is not her native language. A visually impaired candidate may need someone to read exam questions to him, while a candidate with another type of impairment may need someone to operate the computer keyboard. For more information about Accommodations, see "About accommodations" in chapter 8.

The table below outlines the main tasks required in handling accommodations. The tasks performed by test centers are described in detail in this guide. Many of the tasks are not performed at test centers, as indicated below.

Task Application Process

Granting an automatic accommodation

Registration Manager

Exams window: Automatically granted when you click the Schedule button.

Granting a non-automatic accommodation - performed by Call Center


Candidate contacts Call Center if he or she requires a special accommodation. Pearson VUE grants accommodation according to exam sponsor rules. Pearson VUE works with candidate to set up exam time and makes arrangements with test center, if necessary

Granting a manual accommodation - performed by Call Center

Not applicable Candidate contacts Call Center if he or she requires a special accommodation. Pearson VUE grants accommodation according to exam sponsor rules. Pearson VUE works with candidate to set up exam time and makes arrangements with test center.

Viewing details for accommodations during registration process (does not apply to manual accommodations)


Exams or Order window: Click Accommodations button, select an accommodation in the list, click Review button.

Viewing accommodation information for a saved registration (does not apply to manual accommodations)


Customers window: List active exams on History tab, select registration, click Accommodations button.


Task Application Process

Viewing accommodation information on schedule (does not apply to manual accommodations)

Admissions Manager

Schedule window: If a registration has been granted an accommodation, an "A" appears in the A column. Select registration, and accommodation details appear at bottom of window in Notes area.

Revoking accommodation for saved registration - performed by Call Center

Not applicable Candidate must contact Call Center to revoke an accommodation for a registration that was previously made.

Confirming or rescinding accommodation at exam delivery time

Delivery Manager After starting exam, select options in Accommodations window, click OK to start exam. Refer to Granting or rescinding accommodations.

Manually extending appointment time if directed to do so by software message

Delivery Manager Note amount of time specified in message. Refer to Changing amount of time remaining and enter the amount of time specified in message.

Candidate accommodation requests

Each exam sponsor sets its own accommodations policies. For example, each sponsor determines whether accommodation requests are handled through the sponsor or through Pearson VUE. In addition, each sponsor determines whether or not accommodations are granted automatically (see the next page), whether a candidate must supply documentation for an accommodation, and whether or not an accommodation can be rescinded at exam delivery time.

Most accommodations require advance approval and preparation. Sometimes candidates arrive at a test center to take an exam and have special requests. For example, a candidate in a wheelchair may ask you to allow him or her to test. Note that this type of request would not require advance approval, as long as your test center can easily accommodate the candidate without disrupting other candidates' exams. However, if the candidate requested any type of special assistance, such as an exam reader or special equipment, he or she must get advance approval. Keep in mind that the rules regarding personal belongings apply to all candidates (Refer to "Storing personal belongings" in chapter 8).


Some exam sponsors grant automatic time extensions for candidates who have issues relating to language and translations. For example, some sponsors allow an automatic 15-minute time extension for English exams delivered to candidates who reside in non-English speaking countries. (Refer to the Exam Sponsor Guide to find out if a specific sponsor allows this type of extension.) These extensions are automatically added to the exam time when the candidate registers, and you should NOT manually extend the time in Delivery Manager. The Admissions Manager schedule will indicate that the time has already been added. For more information about ESL accommodations, see "General guidelines for ESL accommodations" in chapter 8.

Candidates who want to request an accommodation that is not granted automatically must contact an Accommodations Coordinator at the Pearson VUE Call Center and complete the required forms. If a candidate contacts your center to request accommodations, please direct the candidate to the Call Center.

Types of accommodations

There are three basic types of accommodations. The differences among them mainly involve who is permitted to grant them, how they are granted and how they are handled within the Pearson VUE applications.

Automatic accommodations - An automatic accommodation is one that is automatically granted within the Pearson VUE Testing System™ and can be managed through the software. These are accommodations that an exam sponsor has decided to automatically grant to certain candidates without candidates requesting them. These types of accommodations are granted automatically whether the candidate registers through a test center, a Call Center or the Web.

For example, a sponsor may want to automatically grant a time extension to a candidate taking an English exam in a country where the native language is not English. When the candidate registers, the time extension is added, regardless of whether or not the candidate requests an extension. When the candidate takes the exam, the extra time is added to the exam length; the administrator does not need to adjust the exam time in Delivery Manager.

These accommodations are noted on the Admissions Manager schedule and in Registration Manager; they are also listed in the Accommodations window in Delivery Manager. Since information about these accommodations is displayed in the system and they are handled automatically, testing administrators are not informed about these accommodations in advance.


Non-automatic accommodations - A non-automatic accommodation is one that can be granted and managed through the software but that is not granted automatically. Candidates must specifically request these accommodations each time they take an exam, and they can only be granted through an Accommodations Coordinator in the Pearson VUE Call Center; test centers cannot grant these accommodations. The exam sponsor specifies whether candidates must contact the sponsor to request accommodations, or whether this can be done through Pearson VUE. In some cases, the candidate may be required to provide some proof of needing the accommodation when he or she arrives to take the exam (such as a letter from an employer).

For example, an exam sponsor may allow candidates to request additional time for completing the exam for various reasons. A candidate requests the time extension through Pearson VUE. In this case, the time extension is an option in the Pearson VUE system for this exam sponsor, but a Call Center representative must select the option in order to grant the accommodation -- the accommodation is not granted automatically. After the accommodation is granted, the extra time is added to the exam length automatically; you do not need to adjust the exam time in Delivery Manager.

These accommodations are noted on the Admissions Manager schedule and in Registration Manager; they are also listed in the Accommodations window in Delivery Manager. A Pearson VUE Accommodations Coordinator may contact you about these accommodations through an incident report or via email if special arrangements are required, such as special equipment or the services of an exam reader.

Manual accommodations - Manual accommodations are accommodations that cannot be granted or managed through the software. Candidates must specifically request these accommodations each time they take an exam, and they can only be granted through an Accommodations Coordinator in the Pearson VUE Call Center; test centers cannot grant these accommodations. The exam sponsor specifies whether candidates must contact the sponsor to request accommodations, or whether this can be done through Pearson VUE. The candidate may be required to provide some proof of needing the accommodation when he or she arrives to take the exam (such as a letter from a doctor).

For example, a candidate might ask to take the exam in a private room. Because this type of request is extremely rare for this sponsor, the accommodation is not set up as an option that an Accommodations Coordinator can select in Registration Manager. If the candidate is granted the accommodation, the Accommodations Coordinator contacts the test center through an incident report to make the necessary arrangements. Because the accommodation cannot be granted through the Pearson VUE software, it does NOT appear on the Admissions Manager schedule, in Registration


Manager or in the Accommodations window in Delivery Manager.

Viewing accommodations information

If a candidate has been granted an automatic or non-automatic accommodation, it will be noted on the Admissions Manager schedule as described in "Checking the schedule in Admissions Manager". In addition, when you start the candidate's exam in Delivery Manager, you will see information about the accommodation as described in "Granting or rescinding accommodations."

You can also see information about automatic and non-automatic accommodations that have been granted in Registration Manager, as described in "Handling accommodations in the VUE Testing System."

Removing accommodations

In some cases, an accommodation may need to be removed from a registration, which can be done in one of two ways:

Revoking - On rare occasions, an accommodation may need to be removed if, for example, the wrong accommodation was granted to a candidate. This is called revoking an accommodation and can only be performed by the Call Center; test centers cannot perform this function.

Rescinding - Some exam sponsors may require candidates to provide documentation for an accommodation when they arrive for the exam. You may need to grant or rescind the accommodation as described on the next page.

Granting or rescinding accommodations

When automatic or non-automatic accommodations are granted for a registration, the Accommodations window lists all of the accommodations that were granted; the window does not appear if no accommodations have been granted. In most cases, you will not have to do anything in this dialog box except click OK, but you may need to confirm or rescind some accommodations. Each exam sponsor determines whether or not accommodations can be rescinded at exam delivery time. For example, if a candidate is required to provide some type of documentation at delivery time, the sponsor may want you to indicate whether or not the documentation was provided.


Accommodations can be set to one of three states:

Granted –

Rescinded – The exam sponsor may require the candidate to provide some evidence of needing the accommodation (such as a letter from his or her company) in order to qualify for certain types of accommodations. If the candidate did not provide that letter, you would need to rescind the accommodation.

Granted & Locked – This indicates that you cannot rescind the accommodation; these accommodations have already been granted and cannot be changed.

To grant or rescind an accommodation, click the checkbox next to the accommodation description until the Granted or Rescinded symbol appears as shown in the illustration above. After you have granted or rescinded all necessary accommodations, click the OK button.


Proctoring an exam

IMPORTANT: To ensure a high level of security during the exam as required by exam sponsors, candidates must be monitored at all times. ALL Pearson VUE exams must be proctored by a Pearson VUE Certified Administrator. Only Pearson VUE Certified Administrators are permitted to log in to Delivery Manager and proctor exams.

When you take a break, go to lunch, end the work day or leave the test center for any period of time, be sure to log out of all applications you have logged in to. The test administrator who is currently registering, proctoring and/or administering exams must log into the applications with their personal username and password.

Proctoring guidelines

Multiple proctors are required to monitor an exam if more than 15 candidates are taking an exam at one time.

Candidates must be monitored continuously throughout their exams.

• At Pearson VUE Authorized Test Centers, monitoring can be handled using the methods listed below. Regardless of which method is used, the administrator must have a clear view of all workstations, and the hands of all candidates should be visible.

o In room – The testing administrator is located in the room to view all activities during the exam. It is important that this type of viewing does not cause a disturbance.

o Viewing window – A window that allows monitoring to take place outside of the testing room. The administrator must be able to view the entire testing area.

o Viewing equipment – A video camera with a viewing screen at the testing administrator's desk, which allows monitoring from outside of the testing room. This type of viewing may include video and audio monitoring.


• Pearson VUE Authorized Test Center Selects are required to have a video surveillance system for proctoring.

When switching duties, taking a break, going to lunch, ending your work day or leaving the test center for any period of time, be sure to log out of all applications you have logged in to. The test administrator who is currently registering, proctoring and/or administering exams must log into the applications with their personal username and password.

Use of cell phones, checking email, reading books, eating or drinking are all prohibited activities while proctoring, as these activities distract from proctoring.

If a test center has video or audio monitoring, the test administrator must inform the candidate that they will be video or audio monitored routinely throughout the testing session. Candidates cannot refuse to be video or audio monitored.

If you realize you have started an exam for a candidate under the wrong name, or if a candidate starts the exam and then tells you that it is not the right exam, stop the exam as described in "Stopping an exam." Tell the candidate you need to call Pearson VUE to get the problem resolved, and ask him or her to wait in the reception area while you call VSS for assistance. Even if the candidate is taking the correct exam, it is important that he or she takes the exam under the correct name so the score is assigned to the right person. Correct the error before the candidate proceeds any further with the exam; do not let the candidate continue and assume that the results can be corrected later. Make sure to document the incident in the incident report.

If something goes wrong with the exam while the candidate is taking it, stop the exam in Delivery Manager and contact VSS immediately. Do not have the candidate try to complete the exam. See "Stopping an exam" in this chapter.

If you observe notes or other materials being removed from the testing room by a candidate at any time, you must confiscate the materials and file an incident report. Refer to "Candidate misconduct/cheating" in chapter 5.

A candidate must raise his or her hand to obtain a clean noteboard or replacement pen during the exam. Please collect the current noteboard or pen before giving the candidate a new one.

Do not give candidates medical assistance or medication (aspirin, cough drops, etc.)

Address all disturbances within the test room. This may include disturbances caused by candidates within the test room and/or noises outside the test room that can be heard in the test room.


Answering questions during exams

The proctor may assist a candidate with questions regarding the use and operation of testing equipment and materials. If possible, this should be done outside of the testing area prior to the exam, so distractions are kept to a minimum.

Proctors are not allowed to assist candidates in understanding exam items, define terms, translate text or help with other matters relating to exam content. If a candidate asks you a question that is not related to using the computer or the exam software, explain that the exam sponsor does not permit administrators to answer these types of questions.

Candidates are able to hide the time remaining countdown during their exam. During the candidate's exam, there is a clock icon in the upper right hand corner. Next to the clock icon are the words "time remaining" with the time counting down in a digital format. If the candidate clicks on the clock icon, the time remaining is hidden, but the clock icon remains. If the candidate clicks on the clock again, the time remaining reappears. When the exam gets to 5 minutes remaining, the time remaining is automatically unhidden so that candidates know they have 5 minutes left until it times out.

Accommodations

In most cases, any additional time provided by time-extension accommodations is already built into the exam. Do NOT manually adjust the exam time unless you are directed to do so by a Pearson VUE Accommodations Coordinator.

If you need to grant or rescind an accommodation, refer to "Granting or rescinding accommodations."

A candidate may be granted an "Adjustable font size" accommodation. The exam will automatically be displayed using a font size larger than what is normally used.

A candidate may be granted an "Adjustable contrast" accommodation. This accommodation allows the candidate to change the colors used for the text and the background on the screen. You need to instruct the candidate on how to change the display.

The candidate needs to click the Color Scheme menu in the upper left part of the window and choose from the list of possible foreground/background color combinations. When the candidate changes one of the options the exam display area changes when he or she moves to the next question in the exam. The candidate can change the option at any time during the exam, if needed.


ZoomText accommodation

Some exam sponsors offer an accommodation called ZoomText, which magnifies the screen and uses other features to make exams more visible. ZoomText accommodations are associated with a candidate's registration, and ZoomText automatically opens when a candidate's exam launches. The ZoomText control bar is shown below.

After a candidate's exam, a dialog box may appear and ask whether you want to exit ZoomText. If this happens, select Yes. If not, end the exam as you normally would.

ZoomText security observer

All candidates with a ZoomText accommodation must be individually monitored by a security observer to ensure they do not access the Internet through ZoomText. The security observer is an assistive person scheduled for the candidate's exam. Note the important information below regarding security observers:

• Refer to "Checking in assistive personnel" in chapter 8 for information on handling security observers.

• Check the client reference to see whether there are any handouts or specific instructions the exam sponsor requires you to provide for the security observer or candidate. The client reference and/or handout provide information on monitoring candidates, filing incidents, and turning candidates away, if necessary.

• Before admitting candidates and security observers to the testing room, read the following statement to the candidate:


Do not click on the Help buttons anywhere in ZoomText, and do not click on the Open Configuration option under the ZoomText File menu. Using Help or Open Configuration features may result in your being dismissed from the test center before you complete the exam.

ZoomText keyboard shortcuts

Candidates who request a ZoomText accommodation are expected to know how to use the program. You are not responsible for showing the candidate how to use ZoomText. However, if the candidate magnifies the screen so much that he or she is unable to find the control bar or navigate, you may use the basic keyboard shortcuts below to assist him or her.

• Display control bar: Control + Shift + U

• Increase magnification: Alt + Number Pad Plus (+)

• Decrease magnification: Alt + Number Pad Minus (-)

Exam distractions

If a candidate experiences distractions during the exam and complains about them, file an incident report as described in "Filing a report for a candidate incident." If you are unsure about what to do, call VSS for assistance.

Candidate misconduct

Candidates who create disturbances or conduct themselves in a manner that may jeopardize the security of an exam or the safety of other candidates must be reported through an incident report. The exam sponsor will determine the action to be taken against the candidate, up to and including removal from the certification program.

Misconduct includes the following behaviors:

Using unauthorized materials in the test room. (Refer to "Storing personal belongings" in chapter 8 for information on which materials are permitted.)

Taking an exam for someone else

Causing disruptions of any kind

Attempting to remove exam questions or responses from the testing room


Tampering with computer hardware or software

Any disturbances that affect exam performance must be documented. Refer to "Candidate misconduct/cheating" in chapter 5 for details on handling these incidents.

Audio/Video equipment problems

Your test center may use audio/video equipment to record candidates in the test room. Note that not all test centers are required to have these equipment and applications at the test center. If any of the audio or video equipment is not working properly, call the support line and contact VSS immediately. The representative will file an incident report regarding the equipment failure under the "Audio/Video failure" topic.

If the proctor discovers that the audio/video monitoring system is not working properly, continue to test all candidates. The proctor should carefully observe candidates from the proctor workstation, recognizing that any suspicious behavior should be investigated more closely. Do not inform candidates that the equipment is not working. VSS will file a technical incident report and will start the process of rescheduling any candidates who need to be rescheduled on the following day, as necessary.

If an individual video camera fails during the middle of a testing session, candidates may be moved to available workstations.

Test administrators must file an incident report for each candidate that tested while the audio and video equipment was not working properly.

Using Exam Monitor

The Exam Monitor application is a part of Admissions Manager and provides exam proctors with information about exams that are in progress. As candidates work on exams, the Delivery Manager application on each workstation sends information to Exam Monitor about the candidate's activity. This helps keep you aware of upcoming events; for example, you will be reminded that a specific candidate has taken a break and that you will need to resume that exam soon. In order to display individual workstation information through Exam Monitor, your test center must have workstation asset binding enabled. Refer to "Workstation asset binding" in chapter 4 for details.


Please be aware that using Exam Monitor is NOT an acceptable method of monitoring candidates during the exam. The administrator must monitor candidates using one of the methods described in "Proctoring guidelines." Exam Monitor is intended to provide the administrator with supplementary information.

To run Exam Monitor, click the Exam Monitor icon in the left pane of the Admissions Manager application.

Exam information appears on the right side of the window, as shown in the following illustration. Please note the following:

• Exam Monitor begins displaying information for a workstation when the first timed event item within an exam starts (not when Delivery Manager is launched on the workstation).

• If a workstation asset has an unavailability rule attached to it for the current date and time, information for that workstation will not appear in Exam Monitor.

The Exam Monitor window provides the information listed below. The window is refreshed frequently to display up-to-date information. Entries are removed from the window when Delivery Manager is closed on a workstation. By default, the entries are sorted alphabetically/numerically according to workstation name. To sort the entries using a different column, click a column heading. For example, click the Candidate column to sort the entries alphabetically by candidate name.


Priority - Indicates how soon the administrator may need to attend to an exam. If the column is blank, the administrator's attention is not currently required. A large "X" icon indicates that the exam requires the administrator's immediate attention, usually because the exam has ended. A large exclamation mark indicates that the administrator's attention will be required soon. For example, it indicates when a candidate is on break, which means the administrator will need to sign the candidate back in when he or she returns.

Workstation - Displays the asset name assigned to each workstation.

Candidate - Lists the candidate's first and last name. The line below the name shows the name of the exam the candidate is taking.

Event - Shows the type of delivery item the candidate is currently working on, such as the nondisclosure agreement, tutorial, exam or survey.

Status - Indicates whether the exam is in progress, the exam is finished or the candidate is on break.

Duration - Displays the length of the exam appointment (not the amount of time remaining in the exam).

Notes - The last line(s) in a row may contain information for the administrator. For example, the administrator is informed when the candidate starts a new event item (such as a nondisclosure agreement, tutorial, exam or survey), and when the exam has been completed or stopped.

An arrow on the right side of a row indicates that there is additional information that is not displayed in the window. Click the arrow to display a window that shows all of the text.


Managing breaks

This section describes how to handle breaks that a candidate may request during an exam. In most cases, candidates will take unscheduled breaks, which are not built into the Delivery Manager software. If a candidate wants to take a break at an unscheduled time, the administrator must put the exam into unscheduled break mode, and the candidate must leave the testing room. The exam clock continues to run while the candidate is away. In some cases, an exam sponsor may build breaks into an exam at specific times; these are called scheduled breaks. If a sponsor provides scheduled breaks, information will be provided in the sponsor's chapter in the Exam Sponsor Guide.

Break policies

General guidelines for allowing candidates to take breaks during exams are listed below:

Each exam sponsor can set its own policies regarding breaks. Make sure to refer to the Exam Sponsor Guide for specific requirements a sponsor may have.

Most exam sponsors prefer that candidates do not take breaks, and they do not allow the exam clock to be stopped if a candidate decides to take a break. This means that candidates lose exam time whenever they take breaks.

Candidates must inform the test administrator when they want to take breaks. (Best practice is to require candidates to raise their hands when they want to take breaks.) You must put the exam into unscheduled break mode, and the candidate must leave the test room. The exam clock continues to run while the candidate is away. Refer to "Using unscheduled break mode."

Candidates are not permitted to leave the building during an unscheduled break. You may direct candidates to the nearest restroom but inform them that they are not permitted to leave the building during the unscheduled break. Refer to the exam sponsor documentation for sponsor-specific policies. If there are none listed, candidates must follow the standard policy.

Best practice is for an administrator to accompany the candidate on break. However, do not accompany a candidate if it means that no one is available to proctor other candidates who are in the testing room.


During unscheduled breaks, candidates are prohibited from discussing the exam with another candidate or test center employee. Inappropriate behavior could result in the candidate forfeiting the exam fee and results.

Refer to the exam sponsor chapter for policies regarding accessing personal items during breaks. If the exam sponsor chapter does not specify any policies for accessing personal items during breaks, then follow the standards below:

o Candidates are prohibited from accessing cellular phones, exam notes, and study guides during a scheduled or unscheduled break unless an exam sponsor specifically permits.

o During scheduled breaks, candidates may access personal belongings.

o During unscheduled breaks, candidates may access personal belongings only if necessary. For example, if a candidate needs to take medication or eat food at a specific time.

If a candidate attempts to access materials during a break, inform him or her that study materials must remain in the locker during the break. If the candidate refuses to put the materials back in the locker, file a detailed incident report immediately, before the candidate is seated for the exam. (Refer to "Filing incident reports for misconduct" in chapter 11.)

Candidates who wish to pray during their unscheduled or scheduled break are allowed to do so as long as they are in the reception area and out of any walkways, in a corner or off to the side where they are not interfering with other candidates. They also must pray silently so that they do not disturb anyone else.

Unscheduled breaks should be limited to a maximum of 10 minutes or as specified in the Exam Sponsor Guide. If a candidate does not return to the test center in a reasonable amount of time (such as within 15 minutes), you must file an incident report as described in "Filing a report for a candidate incident."

If the candidate has been gone a long time, the TA should attempt to find the candidate, if circumstances allow. If you can't find the candidate, ask the candidate where they were during the break when they return. Include this information in the incident report. Remind the candidate that unscheduled breaks should be kept to 10 minutes or less.

If you allow a candidate a break that is not permitted by the exam sponsor's policies, you must file an incident report as described in "Filing a report for a candidate incident."

When a candidate returns from a break, follow one of the processes in the bullets below depending on your test center's network:


o At Pearson VUE Authorized Test Centers (PVTCs), you must check his or her primary form of ID. On the log sheet, indicate that you checked the ID, then escort the candidate back to his or her workstation and resume the exam. Refer to "Using unscheduled break mode."

o At Pearson VUE Authorized Test Center Selects (PVTC Selects), the candidate's identity must be verified through the Entry Monitoring feature using the method the exam sponsor requires, such as verifying the candidate's palm vein pattern or checking the candidate's primary form of ID. Refer to "Verifying candidate's identity (Entry/Exit Monitoring)" in this chapter for more information. In addition to Entry Monitoring, make sure to fill in the log sheet for all IT candidates.

When candidates return from a break, ask them to pat themselves down (arms, legs, waistline) to ensure they don't have anything in their pockets. Be sure to ask the candidates if they put their watch on during their break. If so, ask them to store it along with any other items in their pockets, if applicable. Escort the candidate back to the workstation and resume the exam.

Note that a candidate cannot resume the exam until you click the Resume button and log in to Delivery Manager. It is therefore important to continuously monitor candidates and be sure that you resume exams promptly, so candidates do not lose time unnecessarily.

If a candidate does not return from an unscheduled break, leave the exam in unscheduled break mode, allow the exam time to expire, and then file an incident report. Depending on the exam and the sponsor, if the candidate has completed enough questions correctly, the candidate may pass the exam even though he or she did not answer all of the questions.

Note: If the candidate's exam is being delivered through the Administrator application in Delivery Manager, leave the monitor turned off, allow the time to expire, and then file an incident report. For more information about the Administrator application, see "Appendix B: using the Administrator application in Delivery Manager."

If the exam time runs out when the exam is in unscheduled break mode, the following message is displayed: "The candidate's unscheduled break time has expired. Please resume the exam." After you click OK and log in, you will see a time-out message. Click OK in the message box to end the exam.


Using unscheduled break mode

A candidate is considered to be on an unscheduled break whenever he or she leaves the testing room, with or without permission. (The only exception is if the exam includes scheduled breaks, which are described in the exam sponsor's chapter.) If a candidate wants to take a break, you must put the exam into unscheduled break mode, make sure the candidate leaves the test room, and log the time the candidate is in and out of the test room for the break. The exam clock continues to run while the candidate is away. You must resume the exam for the candidate after he or she returns from the break.

There is no Break Utility functionality available for exams delivered through the Administrator application in Delivery Manager. To prepare a workstation for an unscheduled break, turn the monitor off before the candidate leaves for the break. The exam time will keep running. For more information, refer to "Performing unscheduled breaks in the Administrator application on Delivery Manager" in this chapter. For more information on the Administrator application, see Appendix B, "Using the Administrator application in Delivery manager."

When a candidate wants to take an unscheduled break, remind the candidate that the exam time will NOT stop counting down while he or she is on a break, then follow these steps:

1. Press CTRL+SHIFT+F12 on the candidate's workstation.

The following dialog box displays:


The Administrator Overrides dialog box displays.


3. Click the Start unscheduled break option, and then click the OK button.

While the candidate is away, the exam clock will continue to run. This means that the more break time the candidate takes, the less time he or she has left for taking the exam.

The Active Break window shown below is displayed while the exam is in unscheduled break mode. This window displays the candidate's name, the exam title and how much time remains in the exam and in the appointment.

• The Amount Taken value represents how long the candidate was away from the workstation. The Amount Taken value increases until the candidate returns, you click the Resume button and you log in to Delivery Manager.

• The Exam Time Remaining value represents the amount of time remaining for only the exam event item; it does not include any time allowed for a tutorial or survey, for example. This value decreases until it reaches zero, meaning there is no time left for the exam event item.

• The Total Time Remaining value represents the amount of time remaining for all event items that are part of the exam appointment. This includes the time allowed for the exam itself, plus any time allowed for tutorials, surveys and so on. This value decreases until it reaches zero, meaning there is no time left for any of the event items in the appointment.


If the time runs out when the exam is in unscheduled break mode, the following message is displayed: "The candidate's unscheduled break time has expired. Please resume the exam." After you click OK and log in, you will see a time-out message. Click OK in the message box to end the appointment.

4. When the candidate leaves the test room for the break, verify his or her identity against the Primary ID, and then log the time on the log sheet.

5. When the candidate returns from the break, recheck his or her primary ID, indicate on the log sheet that you did so (check the "Check ID" box), and then log the time on the log sheet. Next, escort the candidate back to his or her workstation, and click the Resume button in the Active Break window.

The following dialog box displays:



The candidate can continue the exam from where he or she left off. Any necessary time adjustments are made automatically. Do NOT manually adjust the amount of time the candidate has left for the exam.

7. Fill out an incident report immediately after taking care of the candidate, if required.

If the candidate took an unscheduled break and the test client does NOT permit unscheduled breaks, you must file an incident report as described in "Filing a report for a candidate incident." Otherwise, you do not need to file incident reports for unscheduled breaks, unless something unusual or suspicious occurred.

Performing unscheduled breaks in the Administrator application on Delivery Manager

Several migrated Regulatory, Employment Testing, and Certification exams are started on Delivery Manager but are delivered using software called Administrator. Not all exams are delivered through Administrator.

To prepare a workstation for an unscheduled break, turn the monitor off before the candidate leaves for the break. The exam time will keep running. Make sure to log the time the candidate is in and out of the test room on the log sheet and to check the candidate's ID.

There is no Break Utility functionality available for exams delivered through Administrator. You cannot press CTRL+SHIFT+F12 to open the Administrator Overrides window. This functionality does not work in exams delivered in the Administrator application on Delivery Manager.

For more information on the Administrator application, see Appendix B, "Using the Administrator application in Delivery Manager."


Stopping, resuming, restarting or extending an exam

The testing administrator can use the Administrator Override options to stop, resume or extend an exam as described in this section. The administrator can also put exams in unscheduled break mode as described in "Using unscheduled break mode."

Whenever you stop, resume, restart or extend an exam, you must file an incident report as soon as you have finished helping the candidate.

Stopping an exam

In some cases, you may need to use the procedure described in this section to manually stop a candidate's exam. This procedure stops the exam and the exam clock so the candidate does not lose any testing time. The exam can be resumed later, if necessary.

You may need to use this option if a candidate cannot finish an exam due to illness or if an emergency or a major distraction occurs in the test center. Most exam sponsors do not allow you to stop the exam if the candidate chooses to take a break (refer to "Break policies").

Stopping exams in the Administrator application are handled differently from the steps outlined below. For more information on how to stop exams in Administrator through Delivery Manager, refer to "Stopping and resuming an exam in the Administrator application on Delivery Manager" in this chapter.

Follow these steps to stop an exam:


The Login dialog box is displayed.



The Administrator Overrides dialog box is displayed.

3. Click the "Stop the exam" option, and then click OK.

This temporarily stops the exam and the exam clock so the candidate does not lose exam time. In the Appointment Selection window, the exam will show a status of Started. Refer to the following section for information on resuming the stopped exam.

4. File an incident report as soon as possible.

Stopping and resuming an exam in the Administrator application on Delivery Manager

Several migrated Regulatory, Employment Testing, and Certification exams are started on Delivery Manager but are delivered using software called Administrator. Not all exams are delivered through Administrator.

To stop an exam through the Administrator application, press Control+Alt+Delete, and then choose Log off. When the candidate returns, log back into each workstation. The exams will continue at the same screen where they were left.


You cannot press CTRL+SHIFT+F12 to open the Administrator Overrides window in order to stop the exam. This functionality does not work in exams delivered in the Administrator application on Delivery Manager.

Also, be aware that the clock on the PC stops when candidates open the "Review Box." However, the exam time is not actually stopped. The amount of time spent while the "Review box" is open will be deducted from the exam time once the "Review box" is closed.

For more information on the Administrator application, see Appendix B, "Using the Administrator application in Delivery Manager."

Resuming an exam

To resume an exam that you have stopped using the procedure described in a previous section, go to the Appointment Selection window in Delivery Manager and double-click the exam's entry just as if you were starting the exam for the first time (refer to "Starting an exam using Delivery Manager"). The exam will pick up where the candidate left off when the exam was stopped.

Be sure to file an incident report as soon as possible.

If an exam needs to be restarted more than five times, an authorization window will pop up, and you will need to obtain an authorization code from VSS in order to resume the exam. Follow the steps below.

These steps are not applicable for unscheduled breaks. For more information on how to perform an unscheduled break, see "Managing unscheduled breaks."

1. Go to the Appointment Selection window in Delivery Manager.

2. Select the exam entry and click Start.

An Authorization window will pop up with the challenge key pre-filled.


3. Write down the challenge key and contact VSS.

Provide the challenge key to VSS and VSS will give you a numeric 12-digit Authorization Code.

4. Enter the Authorization Code in the box and click OK.

5. The exam will resume where the candidate left off when the exam was stopped.

Be sure to file an incident report as soon as possible.

Restarting an exam on one workstation

An exam can be restarted only under special circumstances. Typically this will be only after technical problems have occurred and it was not possible to recover the exam.

Complete the following steps to restart an exam:

1. Stop the exam. See "Stopping an exam."

The Appointment Selection window appears.

2. Right-click the appointment in the Appointment Selection Window and select Restart Appointment.

An Authorization Code window appears.


3. Contact VSS to obtain an Authorization code.

An Authorization code is necessary for any exam to be restarted. Since a technical problem is likely the cause for the exam requiring a restart, VSS will likely already be involved. VSS will need to know the challenge key number which can be found in the Authorization Code window.

4. Enter the Authorization code when the Enter Authorization Code window appears.

5. Click OK.

A confirmation message will appear stating that the exam will be restarted and that all previous exam result information will be erased. Click Yes to proceed with restarting the exam.

Restarting an exam on multiple workstations after a power outage or system failure

In the event of a power outage or system failure, you will need to obtain an authorization code to start the exams on all of the delivery workstations.

Follow the instruction below to obtain an authorization code.

1. When you click on the start button, an Authorization window will pop up as shown below.


2. Call VSS to obtain an Authorization code.

You must provide VSS with the Challenge Key in the Authorization window in order to receive an Authorization Code.

3. Enter the Authorization Code into the box and click OK.

The Authorization Code from VSS will be a 12-digit, numeric code. Be sure to tell VSS how many exams you will be delivering that day. VSS will provide you with a multi-pass Authorization code that can be used for every exam that day. However, if you have more exams than the number you gave to VSS, the number of authorizations that the multi-pass can be used for will run out. You will need to call VSS and get a new Authorization Code.

If you have only started and entered the multi-pass Authorization Code on one workstation, you will not be required to enter the Code on any of the remaining workstations, unless the number of authorizations has run out.


Changing amount of time remaining

The procedure described in this section allows an administrator to extend the length of an exam. You may need to use this feature if a candidate lost exam time due to incorrect exhibits, technical problems, a fire drill or an emergency, and you did not have the opportunity to stop the exam in advance. (Refer to "Emergency procedures" for more information.) It is the testing administrator's responsibility to assess the amount of time that the candidate lost, but you need to contact VSS before adding time to a candidate's exam.

If the candidate has been granted a time extension accommodation, do not manually adjust the exam length. Time extensions are already built into the exam time.

To change the amount of time remaining in an exam, follow these steps:

1. Contact VSS to obtain an Authorization Code.

An Authorization code is necessary for any exam time to be extended. VSS will need to know the Registration ID number of the exam that needs a time extension.


The Login dialog box is displayed.


The Administrator Overrides dialog box is displayed.


4. Click the Adjust the time remaining option, enter a time amount and click OK.

Use this feature to add or subtract time. Type the amount (in minutes) in the Amount field. To subtract time, type a minus sign in front of the number.

5. Click OK.

The Enter Authorization Code box appears.

6. Enter the Authorization code and click OK. The time adjustment is applied and is shown in the exam window.

The time is added to or subtracted from the exam time remaining for the candidate. The candidate can resume the exam where he or she left off.

7. File an incident report as soon as possible.

managing exam delivery

Documents

entry monitoring feature

test room

log sheet

delivery manager

managing exam delivery

seating candidates

exam delivery version

candidates primary id