Meet MERFi
Welcome to our brand-new video remote interpreting (VRI) platform.
MERFi was built with you, your staff, your providers, your non-English language preference (NELP) customers, and language access in mind.
Migration Overview
Once you have received your migration notification, we ask you complete the following action items:
- Review the MERFi Security Overview and the MERFi Minimum Requirements documents.
- Conduct a MERFi Test Call. Instructions provided in the next section.
Before your migration, CLI will confirm your current account information and share your custom Quick Start Guide. If you would like to begin sharing MERFi training materials with your organization, visit the MERFi support hub.
On the day of your migration, your VRI platform will seamlessly transition to the new MERFi platform.
MERFi Test Call Instructions
Place an on-demand video call through the MERFi test account to ensure your organization is ready for the MERFi migration.
- Navigate to https://bth.cli-video.com
- NOTE: From a Windows device, use Google Chrome. From an Apple device, use Apple Safari.
- Enter the Access Code: Test123
- Click Log In.
- NOTE: If your browser asks for camera and microphone permission, select Allow.
- Enter your Name and Organization in their respective fields.
- NOTE: There will be no cost to your organization to place a MERFi test call, we only ask for this information to verify you have placed a successful test call.
- Select Spanish in the Language selection field.
- Ensure the Channel field is set to Video.
- Ensure the Schedule field is set to No.
- Hit Connect.
- NOTE: You will be connected to a live CLI interpreter. You will not be charged for this test call.
- Verify you are able to hear and see the interpreter.
If you are unable to open the MERFi test account link, you may need to contact your network administrator or IT Department to review the new Firewall Requirements for CLI Customers. If you need further assistance, please contact the MERFi Support Desk.
- Submit a ticket: https://merfisupport.freshdesk.com/support/tickets/new
- Call us: (877) 294-9874
- Shoot us an email: merfisupport@clilang.freshdesk.com
Migration FAQs
What does this mean for my organization?
MERFi was created to replace CLI’s current VRI platform. So in the coming weeks, your current VRI service will transition to MERFi. We redesigned the customer experience to streamline connection to an interpreter and can develop tailored integrations so your VRI solution fits into your workday. Plus, you’ll still have access to everything you expect from us:
- High-quality video and audio interpreters
- A secure, HIPAA compliant platform
- 24/7 dedicated customer support
We’ve been working hard behind the scenes to ensure this transition is as easy and smooth as possible. Our Customer Service Team will work with you to make sure there is little to no disruption to your video interpreting service.
What do I need to do to prepare my organization?
Once you have received your migration notification, we ask you complete the following action items:
- Review the MERFi Security Overview and the MERFi Minimum Requirements documents.
- Conduct a MERFi Test Call. Instructions provided above.
Before your migration, CLI will confirm your current account information and share your custom Quick Start Guide. If you would like to begin sharing MERFi training materials with your organization, visit the MERFi support hub.
On the day of your migration, your VRI platform will seamlessly transition to the new MERFi platform.
When will I be moved to MERFi?
It will take a couple of weeks to fully transition all our VRI clients to the new platform. We will be contacting you via email to let you know when your account will be transferred.
Will my service be disrupted?
We are expecting little to no disruption during the transition.
Will accessing a video interpreter change dramatically with MERFi?
With MERFi’s clean, simple workflow, you will still be able to access an interpreter as quickly and reliably as you’re used to.
While MERFi has a modern new look, it’s still web-based — just like our old platform — and your organization will still use a unique access code to log in. After signing in, enter any required data and select your language. Hit connect, and the system will immediately begin searching for an interpreter just for you.
Are my devices compatible with the new platform?
MERFi is web-based and does not require any software installation or local storage. Please carefully review the MERFi Minimum Requirements and Compatibility Guide for more details.
Are there any new features?
Absolutely! The new MERFi platform was designed with you in mind:
- Featuring a completely redesigned customer experience to streamline access to an interpreter.
- Add up to 12 custom billing fields to capture the whole picture of your language usage.
- Personalize MERFi with your own branding.
- Tailored integrations to fit your unique workflows and ensure MERFi fits seamlessly into your workday.
What if there are issues during the transition?
Supporting language access is what we do! We don’t expect any issues when we transition to MERFi, but our Customer Service Team is ready to answer questions and assist you in resolving any issue.
We have dedicated support for MERFi. You or your team can submit a ticket, call us, or email us with any concerns, and we’ll get back to you as quickly as possible:
- Submit a ticket: https://merfisupport.freshdesk.com/support/home
- Call us: (877) 294-9874
- Shoot us an email: merfisupport@clilang.freshdesk.com
We also have support documents available for you to download anytime in our MERFi support hub: https://certifiedlanguages.com/support-hub/.
Is MERFi secure?
Very. The MERFi platform is HIPAA compliant and features robust security measures to keep your organization safe. MERFi does not access, process, or store protected health information (PHI), and our interpreters continue to follow rigorous security practices.
For a detailed security overview, take a look at the MERFi security overview. If there is something we didn’t cover in this document, please let us know. We’d be happy to discuss any security concerns you have.
Will there be any changes to my pricing or contract?
No; your VRI pricing and contract will not change when you move to the new MERFi platform.
Will my URL and access code change?
If your URL is currently on a cli-video.com or videointerp.com domain (i.e., CustomerName.cli-video.com or CustomerName.videointerp.com), your URL will not change. If you have a custom URL, an account representative will discuss your options with you.
Your access code will stay the same unless a request is made to change it. Please note that on the day of migration, you may be required to type in your access code before accessing the new platform.
If you would like to make changes to your URL or access code, please let an account representative know. We are committed to making this transition as smooth as possible. Don’t hesitate to reach out to an account representative with additional questions.
Will the old VRI platform still work?
No. We’re fully transitioning away from our old platform to give you the best VRI experience on MERFi.