Follow these steps to make sure you are set up and ready to talk to an interpreter: Confirm your speakers are turned on. Confirm the volume is loud enough to hear. Check your internet connection. Your internet connection might not be fast enough to support live video. Our solution requires 500 kilobits per second (Kbps)… Continue reading I can’t hear the interpreter. What should I do?
If you’re having audio quality issues (garbled voices, etc.), you are probably experiencing network connectivity issues. Your internet speeds might not be fast enough to support a session. You can test your bandwidth before connecting to an interpreter by clicking the gear icon in the upper right-corner of your screen, selecting Customer Support, and then… Continue reading I’m experiencing audio quality issues (garbled voice, etc.). What do I do?
The chat feature allows the involved parties to send and receive text-based messages. The chat works in real time; when you see your message on the chat screen, the receiver of the message will be able to see it, too. When a message has been sent over chat, a blue number will appear on the… Continue reading How does the chat feature work?
Account admins can change the access code at any time through the VRI portal. If your organization doesn’t have an admin account, the primary contact on the account with CLI can contact our support team at email@example.com or (800) 362– 3241, ext. 7, and we’d be happy to help. If you’re unsure who the primary… Continue reading Can I change my access code?
Double-check that you’ve entered your access code correctly. The access code is case sensitive and specific to your organization or location. If you’re still having problems, email us at firstname.lastname@example.org, or give us a call at (800) 362–3241, ext. 7, and we’d be happy to help.
We’re sorry that an interpreter was not available when you needed one! If an interpreter is not available, this means no interpreters are currently logged on or all interpreters are busy on other calls. You can choose to wait or you can switch to an audio interpreter at any time.
To schedule an appointment, log in to the MERFi platform. Fill in the required billing and language information. Select “Yes” under the Schedule dropdown option, and tap the Schedule button. Enter the requested information. Once you submit your request, you’ll receive an email with a reference number when we’ve confirmed an interpreter.
To connect to a scheduled appointment, use the link in your confirmation email. Or click the “Have a prescheduled call reference code?” link at the top of your screen after logging in to MERFi. Once clicked, enter the reference number provided to you in your confirmation email to begin your session.
If you’re experiencing one of these issues (gray screen, one-sided video and/or audio issues, choppy video, frozen screen, etc.), you likely do not have enough bandwidth to conduct a video session. Our solution requires 500 kilobits per second (Kbps) or .5 megabits per second (Mbps) to operate smoothly. You can test your bandwidth before connecting… Continue reading What if I’m having connectivity issues (gray screen, one-sided video and/or audio issues, choppy video, frozen, etc.)?
Check your internet connection. Your internet connection might not be fast enough to support live video. Our solution requires 500 kilobits per second (Kbps) or .5 megabits per second (Mbps) to operate smoothly. You can check your bandwidth by clicking the green bar icon in the upper right-hand corner of your screen. This will pop… Continue reading I can hear the interpreter, but I can’t see the interpreter on the screen. What do I do?
Follow these steps to ensure you are set up and ready for a video session: Make sure you are making a video call and not connecting to an interpreter via audio. Confirm you are using a compatible browser: Safari: Apple devices (MacBook, iPad, iPhone) Chrome: Android devices, Windows OS Double-check that you have a camera… Continue reading What should I do if I can’t see myself in the preview window?
If you forget your access code, please contact your organization’s VRI admin or the primary contact on your CLI account. If you don’t know who this is, contact us at email@example.com or (800) 362–3241, ext. 7, and we’d be happy to help.