Ultima Online Renaissance
Companion Handbook

V 2.0b, September 23, 2000

A. Orientation and Briefing
A.1. Class Outline
B. Companion Commands
C. What is a new player? What should I know about them?
C1. Young player status
C2. Young players quests
C3. Young player tickets
D. So, what do I tell a new player, anyway?
D.1. Handling confused or “lost” new players.
D.2. Handling rude, inconsiderate new players
a. Determination
b. Effect
D.3. The Basics of the New Player experience
Greeting the New Player
Who we are - What we do
Overview of the complex UO world
D.4. Discussing general skills and professions
Identifying the New Players goals
D.5. Giving the New Player tour
Tour overview
Conducting the New Player Tour
Healing or resurrecting the New Player
What to do if you or the new player are attacked or harassed
Ending the Tour
E. Choosing your Companion character
F. The town of Haven
Addendum A: The Companion FAQ
Why does OSI has a companion program?
What exactly is the companion program?
How does a player become a companion?
What are the prerequisites to become a companions?
Are companions expected to keep to a schedule?
Are companions part of the counselor program
Do companions have colored robes, like the counselors?
How do the new players and veteran players know we are companions? Does the companion name color appear purple like other volunteers?
What is the training course all about?
Addendum C: URLs For Support Questions

A. Orientation and Briefing

Welcome to the Companion program! Please read this handbook thoroughly before attending your first class. If you have any questions after reading these materials, please write them down and have them handy when you get to class. 

In order to become a full-fledged Companion, you will be required to take and pass two classes: the first in irc, and the second on the Test Center shard. You were assigned to a Senior Companion who will see you through your training and give you a final exam. You do not have to take your classes from your assigned Senior Companion, though; you are free to take any classes offered. A web calendar is available with class schedules posted.

There are several things you should have received along with this handbook from your Senior Companion:
•	The URL, user id, and password to the Companions’ web site.
•	The URL to download an irc (internet relay chat) client, which you will need to use irc and take your classes.
•	The name of the irc server we use and the name of the main channel to join.
•	The URL to the Companion Training calendar.
•	Your VID (Volunteer ID) number.

If you did not receive all of those items, write back to your assigned Senior Companion and request the ones you are missing.

When you arrive in irc to take your first class, please be prepared to give the instructor SC your email address and VID# for verification purposes. Arch Companions, Regional Senior Companions and Senior Companions will have an @ symbol preceding their names in the channel names list, for example: 

@AC_Name
@RSC_Name
@SC_Name

Everyone else in the channel who doesn’t have an @ in front of his name is a Companion, a Companion-in-training, or a visitor. Classes are held in irc “rooms” separate from the main channel. Each class will take from 40 minutes to one hour depending on the number of companions in training and their questions.

A.1. Class Outline

•	What is Customer Service?

•	What we expect of all Companions in this role.  We expect you to:

1.	Have a "Can do!" attitude, realizing that you are here to help the other players.

2.	Give your advice wisely, for the good of the game and the customer.  We are entrusting you with power, which, if abused, could negatively affect the new players' perception of the Game.  Use initiative, but always remember that what you do reflects on the Game and OSI as whole, too. 

3.	Act as an Ambassador of Good Will for the game and OSI.  Remember that everything you do in your role as a Companion is in the public eye.  Be polite, be respectful, be firm but fair, and always remember that we seek to keep the player's trust in the process.

4.	We know we are asking a lot from you as a volunteer, and we appreciate very much that you are willing to give of your time and expertise to help others.  It is one of the major reasons UO is as good a living game as it is!  Thank you!

•	Keep commitments to the customer; don’t make promises to them that you can’t keep and DO keep the promises you make.

•	The companion set of commands

•	General Policies & Procedures

•	ABUSE: What constitutes abuse?
1.	TOS violations.
2.	Killing or harassing a new player.
3.	Encouraging or assisting others to kill or harass a new player.
4.	Guiding others to a new player you are helping, to be harassed or killed.
5.	Intentionally taking the new player somewhere that his character is certain to die
6.	Taking advantage of a player in any way shape or form
7.	Discussing taking advantage of a player (this means that you do not need to be caught in the act per se)
8.	Acting in a manner which does not befit the companion program, a judgment call on the part of the AC and OSI Companion Coordinator
9.	Speaking in an ill manner about UO, Origin or its volunteers or employees while acting as a companion
•	Guide books access
•	Web site access
•	Quick overview of Companion Do’s and Don’ts

•	    Q&A

B. Companion Commands

Companion characters have the following 6 commands available to help them assist new players:

•	=av  - Makes you available to the Companion queue; you will be notified with a system message when a new player logs in.
•	=uv  - Unavailable; you will not be notified of new players logging in. Every time you log in, you are in =uv mode.
•	=hn  - Help new player; teleports you to the location of the first new player listed in the Companion queue.
•	=df   - Defer new player; puts the new player back in the Companion queue, and returns you to the location where you accepted the call. The deferred new player is placed back on the top of the Companion queue. You cannot return to a new player which you have deferred.
•	=rn   - Release new player; takes the new player out of the queue for the remainder of his UO session. Next time he logs in, he will be placed back in the Companion queue. You are returned to the location where you accepted the call. 
•	=ln   – List all the new players currently in the Companion queue.

It is an abuse of power to use these commands in any manner not directly associated with helping a new player. 

We recommend you to accept calls within guarded area in a city. For your own safety, do not accept calls from the wilderness or your home. Never accept calls from a dungeon or high respawn area.

When accepting a call you will appear hidden at the young player location. If the area seems dangerous or if the young player is in a private house, in a boat or in the tutorial, defer the call.

C. What is a new player? What should I know about them?

C1. Young player status

A player is considered “Young” if their account is less than 40 hours and their characters: 
Have less than 350 total skill points 
Have less than 70 in any one skill 
Have less than 150 stat points 
Have less than 80 in any one stat 
Have not had their “Young” status revoked by a GM 

How does a player loses his “Young” status?
A player loses their “Young” status if their account age goes above more than 40 hours and their characters: 
Have more than 350 total skill points 
Have more than 70 in any one skill 
Have more than 150 stat points 
Have more than 80 in any one stat 
Have had their “Young” status revoked by a GM 
By saying the words, “I renounce my young player status” 

New players cannot log on to the “Siege Perilous” shard.
New players should not log on to the “Test Center” shard. If they do and use the “set” commands to alter their statistics, they will loose their “Young” status

C2. Young players quests

How does a new player get a Quest? 
New player quests are based on what skills the character starts with and what city he starts in. If he chooses one of the profession templates, and his account still meets the requirements of a "Young" player, he is sure to get new player quests. If he chooses the advanced option from character creation, he must choose at least one of the skills found in the profession templates, and he must choose one of the four starting cities: Britain, Trinsic, Minoc, or Moonglow. Once he is in the game, he simply walks up to a shopkeeper from his starting city. If the shopkeeper has not already sent someone on a quest, he or she will give the young player a task to complete. 

How does a new player cancels his Quest? 
To cancel his quest, he just needs to say “I resign from my quest.” He should receive a message stating that his quest has been cancelled. Another shopkeeper from his starting city may give him the quest again at a later time. 

How does the quest arrow work? 
The quest arrow is merely a guide to help the new player complete his task. It draws a straight line between him and a specific location related to his quest. This means that if there is a building or body of water between him and his goal, he must find a way around it. 

The new player did what the shopkeeper asked and followed the quest arrow back, but now it is pointing to the ground. What should he do? 
The shopkeeper has probably wandered off. Search around the area where the new player met the shopkeeper, because they are very likely to be nearby. 

C3. Young player tickets

What does a new player do with his "New Player Ticket"? 
The new player ticket must be used on another new player ticket to grant the owners of the tickets the ability to choose a gift from a list. The tickets cannot be used through the trade window: one of the young player must give his ticket to the other young player who will combine them. This will bring up the gift window for both of them. It is also possible to drop them and combine them on the ground but this isn’t recommended since the tickets decay after a minute if not held in a container, and since another player might steal them.

D. So, what do I tell a new player, anyway?

D.1. Handling confused or “lost” new players.

Most new players will enter UO in a state of confusion. They land in front of an Inn wondering, "what now?" For the few who have read the game manual (or kept it close at hand for reference) they will be able to open their paper doll, open doors and move around. 

A tutorial for new players was added to the game with Ultima Online Renaissance. As long as a player remains young he will be offered the possibility to take the tutorial each time he logs in. It will teach them the basics of the game (moving, running, using items, equipping/unequipping objects, fighting, basic interaction with NPCs). If the young player you help seems confused with all these, tell them to accept the tutorial next time they enter the game, this way companions won’t have to spend time explaining these.

The companion must determine how much help the new player needs. Ask the player if they have any specific questions. If they don't, start with the list below. If they know all the basics listed below, ask them about their class. 

Confused players may be short-tempered or rude. Don't take this personally. A few minutes of your time can calm them and get them pointed in the right direction. Be patient and calm.

The basics a new player will need to know are:

1.	How to walk and run.
2.	How to use the overhead radar and find your way around.
3.	How to communicate with players and NPCs (including how and when to call the town guards).
4.	How to open the options panel and how to use it.
5.	How to equip and unequip items.
6.	How to buy and sell items.
7.	How to enter and exit combat mode.
8.	How to search a corpse.
9.	How to resurrect immediately after death (and the penalties) and how to find a healer if you are a ghost.
10.	How and where to log out safely.

D.2. Handling rude, inconsiderate new players

a. Determination

If a new player is rude to you, (but not so rude you can't stand another second of it), take a moment to determine why. 

Some common reasons new players act rudely:

1.	Frustration
2.	Confusion
3.	Embarrassment
4.	They are trying to role play a rude or evil person.
5.	The player isn't a new player, perhaps an old player on a new account.
6.	Cultural differences, or perhaps English is a second language for the new player.
7.	Personality conflict between yourself and the new player.
8.	Combative personality. This person would have a problem with anyone.

For 1-3, Empathize, let them know you are there to help. Ask them to please be patient, and you will be happy to answer their questions. You can explain how to get started and you'll be happy to do so, if they will just hang in there with you. Calm them, then ask what exactly they are having trouble with, answer questions, then teach them the basics.

For 4 &5:  Ask them if they want help getting started. Explain that you can't help if they are rude to you. If you suspect a fake new player, keep it to yourself. Don’t even let on that you suspect. Treat them as a real new player. If the game thinks they are new, you have no other choice. If they don't want help, drop the call. If they do, offer to find another companion to help them if they don't want your help (90% of them won't want you to do this). Once they say they want your help, you should be all set. If they continue being rude to you, stay calm. Give them a few chances and if they insist on being rude, excuse yourself and defer or release them. Alert your Senior Companion (Seniors, tell an Arch Companion) to the situation immediately.

For 6:  If the player is using obscene language or racial slurs, ask them politely but firmly to refrain from that language. Tell them your name again, and teach them the all names command (So they can see player names). This small distraction and taking control of the situation should be all that is needed. If the player is obviously struggling with English, don’t rush them; be patient. If you speak their native language, feel free to use it if you are both more comfortable with it. If the language barrier is too much for you, apologize, tell the player you will try to find someone else to help them, defer the call, then alert your Senior Companion to the situation. A Senior Companion may be able to find someone in the program that speaks their language. If you speak languages other than English, let your Senior Companion know.

For 7: Remain calm. Remember you are there to help. Sometimes a personality conflict will happen. It's nothing to get twisted up over. If you can tolerate helping them, continue. If you can't help effectively, excuse yourself (a handy "I'm very sorry but something has come up. Another Companion will appear to help you as soon as one is available." should be used), and defer them.

For 8: These people will be difficult to help, no matter what. It's rare (thank goodness!) but you will get one from time to time. Help the player as much as you can. Remain calm and don’t take it personally. You don't need to like someone to help them. The player needs the basics and you are the best person to teach them.  If you absolutely can't deal with this personality, make a polite excuse like the one for personality conflicts, defer the call, and remove yourself from the situation.

b. Effect

Is the new player rude to you, to someone (or something) else in the immediate area, to everyone within sight or towards the game in general?

1.	Only to you (the companion)
2.	To someone else in the immediate area
3.	To everyone in sight (shouting, rude gestures, etc.)
4.	Bad attitude toward the game (Slamming UO, yelling about how lame people are to play it, etc.)

If  the answer is #1 (only you) offer to place them back in the companion queue so they can be helped by another companion. Ask if they would be more comfortable with someone else. If they want you to help them, come to an agreement on the behavior first. For example:

"I'll be happy to help you get started, but you'll need to tone down the language, ok?" 

If the player keeps running around, making you chase him:

"I’d like to help you all I can, but there are a few things we should go over. Can we talk here for a few minutes before we go exploring?"

If the answer is #2 (someone else in the immediate area)

Ask the new player to follow you to a quieter spot. Explain how to move, if needed, or show them how to use “follow” mode, and keep them on your screen as you move. Take them to a quiet building or to a less traffic filled area. Ask them what caused the problem and listen (The new player may not have started it). If the situation requires further action, follow up on it, or take notes to follow up on it, after helping the new player. If the player has calmed down, start helping them. If the player is still angry, work through that first. 

If the answer is #3: To everyone in sight (shouting, rude gestures, etc.)

First: Get the new player’s attention. If you can't do that, contact your supervisor or the counselor/GM on duty. A new player who is attempting to disrupt the game needs to be taken in hand quickly. The more experienced players deserve as much consideration as the new players. 

If you can get the new players attention, ask them calmly and politely to stop the disrupting behavior. Ask them why they are upset and listen. Let them get it all out. Don't defend and don't interject. After listening to it all, take any action that may be appropriate (did something serious set the new player off? Note it and follow up with the right people).  Ask the new player if they would like to start over and if you can help them get started (start over meaning: Let’s pretend none of that happened and we are meeting for the first time). Give them one chance at a clean slate. If they agree, move on to helping them get started in the game. If they still spew nonsense, warn them that their behavior is disrupting the game and making it impossible to help them. If they persist, seek help from your supervisor or the counselor/GM on duty. (If they are a real disruption to the game, the situation needs to be dealt with by a Counselor or GM.)

If the answer is #4: Bad attitude toward the game (Slamming UO, yelling about how lame people are to play it, etc.)

First, ask them to stop shouting. Start a dialog with them. Ask them why they dislike UO so much. (They may have tried playing before and had a bad experience) 

Let them know you are there to help them get started. You should explain a bit about the new programs to help players and about the exciting changes to UO, if you feel they were turned off in the past by poor support. If they have calmed down enough, start helping them learn about UO. 

If they remain disruptive: Ask them what they want. This will quiet almost anyone, and will often shock most unreasonable players. If you still can't get through to them and it is a real disruption to the game, send it up the chain of command.

D.3. The Basics of the New Player experience

Greeting the New Player

Always greet the new player by name. Let them know you are there to help them get started on this great adventure.  Explain clearly what your role is as a guide.

Who we are - What we do

The Companions are experienced UO players who act as guides and an information resource for the new player.  We do not give items, gold or render any other physical aid.  Our “job” is to help the player get an understanding of the mechanics of UO, and to assist him/her through their first “New player” experience. We also assist them in setting up their UO client as well as pointing them toward additional information sites such as Stratics.

Overview of the complex UO world

Provide the player with information on the UO world in the following areas:

•	Economy
Discuss the different trades and skills that are available to the New Player. For example: The new player wants to be a swordsman.  Explain how in training this skill in the forests he can sell the hides, meat and other items he takes from his kills.  Explain also that he can train in a trade that uses those items.  We will cover this in further detail later in this class.
Do cover the following:
•	Tradeskills
•	Npc Tradesmen
•	Player Vendors
•	Buying and selling in the UO world
•	General game play
•	Moving and interacting with the UO world
This section needs to be covered in depth with the new player.  Cover mouse control as well as attack and peace stances. Give the new player directions on how to setup the buy, sell and guards hot keys.  Have them click on signs, and point out the more common shop signs such as Provisioner, Inn, and Healer. Also direct the new player to http://guide.uo.com/start_10.html  for additional getting started information.

•	Assisting the New player with Client setup
•	Uo.cfg
Explain the options in the uo.cfg. Under no circumstances are you to either send yours or request that the player send you his.
All the uo.cfg options can be found at http://uo.stratics.com/cfg.shtml.
The Paperdoll
•	Explaining each button on the Paperdoll
•	Configuring the options menu
•	Hot Key macros
•	Equipping and un-equipping Items
•	How to emote, whisper, yell.  Bowing and saluting
•	PvP
•	Explain the mechanics of the Player vs Player environment. Tell them who can attack them and why.  

•	Fame and Notoriety
•	Do a quick overview of the notoriety system, tell them that famous players show their titles and the difference between fame and karma. Explain to them how to gain karma and fame and how to lose it as well.  Do point them to a more in-depth explanation of the Fame/Karma system located at http://uo.stratics.com/reputation/

•	Color coded flags
•	Blue, Red and Gray
Explain what each one means. Go over a few things that can turn them into a criminal and explain that if they kill to many innocents they will be red. Explain what being red means and the difficulties of being red. More information can be found at http://uo.stratics.com/reputation/flags.shtml.

•	Resources for the New Player
•	OSI contract, policies and FAQ’s
•	Player contract http://www.uo.com/agreement.html
•	OSI Policies and FAQ’s http://support.uo.com/

•	Web sites for game information

•	Beginning Britannia: http://www.uo.com/newplayer/newplay_0.html (and other sections of http://www.uo.com/newplayer/)
•	http://www.uo.com/ 
•	UOSS – http://uo.stratics.com/
•	Player run skill specific pages
•	Player run facilities

•	Game staff
•	Refer to the new player section on uo.com: http://www.uo.com/newplayer/newplay_4.html
•	Support: GameMasters (GM) and Counselors.
Explain who GameMasters are and what their roles are. http://support.uo.com/gm_0.html

Interest: Interest GameMasters (IGM), Seers, and Elders.
Interest staff has no involvement at all in the support of the game, and cannot be reached through the Help button. Interest staff create stories, plots, and events for all levels of players. Sponsorship of player-run events, venues, and towns is handled by Interest staff, not Support staff.

•	When and how to call a member of the Game Staff
Explain to the new player the differences between GameMasters and Counselors.  Generally the player will call a counselor for assistance, however they do need to have clear expectations set. Teach them how to word a page clearly to get the best response from Support staff.
•	Clear explanation of what game staff can and cannot do for the player
•	Abuse of the Help Option
•	Harassment option
•	Item replacement
•	General game help

D.4. Discussing general skills and professions

Identifying the New Players goals
•	Understanding what the New Player wants
•	Ask the player what it is he/she would like to do. Identify the New Player long term goals. Regardless of whether they want to be the greatest PvP player known or the finest bowyer,  each needs to have guidance to their end goals.

•	What to do if the New Player has started their character incorrectly
•	Do try to work within the players set character stats,  however, restarting their character is an option.
•	Explain the 7 day character deletion delay.
•	Suggestions for building the character
•	Where and what to train
•	Player run facilities
•	Trades to assist the player
•	Where to buy and sell
•	Banks and their importance

D.5. Giving the New Player tour

Tour overview
•	Explaining to the new player what to expect
•	Brief overview of the New Player quest
•	Question and answers
•	Don’t “give away” the quest

Conducting the New Player Tour
•	Stay near the new player at all times (use follow mode if necessary)
•	Advise the new player on how to assess the situation and apply their skill set if asked
•	Answer all questions fully and clearly

Healing or resurrecting the New Player
•	The companion should not interfere in general game play, if the young player you are teleported to is dead, guide him to either a wandering healer or back to town to the healers guild. This will set the tone of self-reliance, which is critical in this world. If a young player dies while you were helping him he will be automatically teleported to the nearest healer -in town- with all his belongings. All you can do is defer the call.  It is your responsibility not to lead the new player into a situation that will get him killed. Keep in mind monsters aren’t aggressive toward young players except in dungeons, and they can’t be harmed by other players. If a new players remains out of dungeons he can only be killed by an NPC he attacked.

What to do if you or the new player are attacked or harassed
•	Try to lead the new player away from the source of trouble.
•	Do not resort to profanity or aggressive actions yourself, and do not encourage the new player to do so, either. Remain calm and polite.
•	For milder harrassment, teach the new player how to use the ignore filter
•	Dealing with the problem player
•	Be clear and firm in telling the offending player to cease and desist.
•	If, after repeated requests to stop the behavior, the offending party continues to harrass you and/or the new player, call a Counselor or GM depending on the severity of the behavior.

Ending the Tour
•	Recap the experience with the New Player
•	Return the New Player to an Inn or other safe place.
•	Question and Answer
•	Reiterate Web resources
•	Reiterate hunting locations 
•	Reiterate buying and selling
•	Reiterate safely logging out
•	Ask if they have any final questions
•	Farewell

E. Choosing your Companion character

Your Companion character cannot be a murderer or have a name of questionable good taste. Your Companion character is a representative of OSI, and as such must conform to higher standards as described in Addendum B. What is a “bad” name? Use this test: If the name would offend you or other players when preceded by GM or Senior Counselor, don’t use that character as your Companion character. GM CaRpEnTeRmUle or Senior Counselor IR0XX0RU would both generate player complaints; If you’re not sure how others percieve your name, ask your Senior Companion.

Characters belonging to Order and Chaos guilds are also bad choices to use for Companion characters. The same goes for members of guilds that are constantly at war. You will almost always be in guarded zones when helping new players, and therefor safe from attacks, but that cannot be said for those in Order/Chaos or warring guilds. You do not want to be attacked by a warring guild member while you are trying to help a new player! Those in warring guilds are free to attack you at any time, Companion or not, on duty or not.

F. The town of Haven

Haven is the town on the trammel facet of the world that is exclusively designed for use by new players. It is located where Occlo stands in Felucca. It is completely free of players with more than 40 hours of game play time.
The city has been designed to allow young players a chance to safely learn UO.

Haven is a town where companions are the primary point of contact for our new players who are trying to learn the game.

Some of the highlights of Haven are: 

Special skill areas (such as areas for taming, mining, etc.) for “young” players to practice their skills. 

NPCs will offer directions to players. For instance, if a player asks the carpenter where the alchemist is, the carpenter will give the “young” player directions. An arrow will direct players to the location they asked about. Left clicking on the arrow will remind the player where it is leading them. Right clicking on the arrow will remove the arrow. 

Escort quests for “young” players to help them learn to move through the world and help build up a small nest egg. 

Haven is located on an island with monsters designed to progressively challenge young players as they move away from the city. 

In the north west corner of Haven you will find the companion hall which is owned by and run by the shard’s Arch Companion. Events, parties, classes and general get togethers are held here on a regular basis. For more information on such gatherings stay updated on the news bulletins at the companion website and http://guide.uo.com/start_10.html.

You will find additional information about Haven on the companion web site.

Addendum A: The Companion FAQ

Why does OSI has a companion program?

Many of our players have asked for a program that allows them to help out the brand new Ultima Online players, but without the strict scheduling commitment of the Counselor program.  The Companion program fills that need.  Companions will be able to play their regular characters, on their regular Shards, and still have the choice to assist new players with advice and guidance in getting started in UO.

What exactly is the companion program?

The Companion program is a volunteer organization that teams experienced Ultima Online players with new player accounts.  Companions play with their regular character(s), not a special Companion character.  Based on his/her knowledge of the game, the experienced player then provides advice and guidance to the new player on a wide range of topics, including (but certainly not limited to):

•	Tips and hints on advancing and optimizing the new player’s chosen starting skills, such as magery, lumberjacking or animal taming;

•	Advice on additional skills the player may wish to acquire and advance;

•	Advice on advancing in one or more of UO’s many “career tracks,” such as tailoring, scribe or bowyer;

•	How to acquire gold and use it to purchase items, such as weapons, armor, reagents, food, pack horses and more;

•	Help in identifying dangerous areas for new players and in locating creature and NPC spawning areas appropriate for new player “hunting;”

•	Tips on using and optimizing the UO game software.

How does a player become a companion?

UO Players can apply for the Companion program by filling out an online application at http://town.uo.com/comp_faq.html.

The application will be reviewed for acceptance by the Arch Companion (the person in direct day-to-day control of the Companion program) or other OSI personnel.  If the application is approved, the applicant and the Arch Companion or their assistants will make arrangements to complete the short Companion Training Course.

What are the prerequisites to become a companions?

The prerequisites are simple:

You must be 18 years of age or older;
You must be a current Ultima Online player;
You must have a clean penalty box and harassment record;
You must attend and pass an online training course.

Are companions expected to keep to a schedule?
 
No, Companions choose when they are available to assist new players by activating a special software “flag.”  When the flag is engaged, the game knows that the Companion is available to assist new players.  

When a new player does log in, the software selects an active Companion and gives him the choice of whether or not to take the call.  If he selects not to assist at that time or takes too long to decide, the software cancels and offers the call to another  Companion.

Are companions part of the counselor program

The Companions are a completely separate program from the Counselors, with their own hierarchy, tools and mission.  However, the Companions are part of the volunteer team that incorporates  the Counselors, Elders, Seers and Interest Game Masters.

Do companions have colored robes, like the counselors?
 
No. Companions use their regular UO characters when in the Companion program.

How do the new players and veteran players know we are companions? Does the companion name color appear purple like other volunteers?

Companions use their regular UO characters when in the Companion program, their name isn’t purple.
To protect you, no distinctive sign will let veterans know you are a companion. However young players can identify you by looking at your name (in the game area, not on the paperdoll): you will have a “(companion)” tag after it.

What is the training course all about?

The training course is designed: 
•	To familiarize the Companion with the workings of the software that allows them to assist new players
•	To give them the opportunity to actually participate in the “new player quests” so they can see what the new player will go through 
•	To give some guidance and training in customer service and on how to handle an assist and advice call for UO

At present, the course is designed to last from one to five hours, depending on the trainer’s perception of the individual needs of each Companion in the course.

Addendum C: URLs For Support Questions

This section was designed in an attempt to arm the companions with the tools and resources needed to efficiently answer questions of players. This section will allow you to direct players to http://www.uo.com/ webpage for calls that counselors cannot handle or are unequipped to handle.

•	What is the role of a GM? (what can they do?):  http://support.uo.com/gm_0.html
•	GMs Limitations (what they cannot do):  http://support.uo.com/gm_1.html
•	Paging a GM (how to page, how not to):  http://support.uo.com/gm_2.html
•	How do I know what is “legal” in UO?:  http://support.uo.com/gm_3.html
•	What happens when people get Banned?:  http://support.uo.com/gm_4.html
•	Boats:  How do you get a lost boat back, trapped boats, deleted boats (at the time of this writing the FAQ did not include that players can recall from boat master keys to get back to lost boats):  http://support.uo.com/gm_5.html
•	General Questions (Can’t you take my word for it?  How long do I have to wait here? Why GMs come to calls invisible.  Blocking off areas is illegal):  http://support.uo.com/gm_6.html
•	Guilds (all about guild and guildstone issues):  http://support.uo.com/gm_7.html
•	Exploitation:  http://support.uo.com/gm_8.html
•	Harassment:  http://support.uo.com/gm_9.html
•	Housing (placement, can GMs help?):  http://support.uo.com/gm_10.html
•	Lag, Latency, Slowdown:  (Why is UO so laggy?) http://support.uo.com/gm_11.html
•	Lost Items (can GMs replace? Timewarps):  http://support.uo.com/gm_12.html
•	Miscellaneous Items (broken items, timewarps, email, newbie items, stat loss):  http://support.uo.com/gm_13.html
•	Names  (why GMs will not change names):  http://support.uo.com/gm_14.html
•	Trapping NPCs and Monsters:  http://support.uo.com/gm_15.html
•	Reputation Problems:  http://support.uo.com/gm_16.html
•	Shopkeepers (not in shops, not buying/selling):  http://support.uo.com/gm_17.html
•	Stats and Skills (advancment, stuck, etc.):  http://support.uo.com/gm_18.html
•	Being physically stuck in game:  http://support.uo.com/gm_19.html
•	Test Center rules:  http://support.uo.com/gm_20.html
•	Towns (places of interest, IGM assistance, player run events):  http://support.uo.com/gm_21.html

Another major call we receive is regarding murder counts.  An essay at http://uo.stratics.com/murder.shtml is excellent for explaining murder counts.