MERFI Questions & Answers

MERFi Support Center

Contact MERFi Support

View and download all MERFi support documents by visiting the MERFi Support Hub: https://certifiedlanguages.com/support-hub/

Need to contact CLI?

Online: https://merfisupport.freshdesk.com/support/home
By Phone: (877) 294-9874
By Email: merfisupport@clilang.freshdesk.com

I forgot my access code. What do I do?

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 customersuccess@certifiedlanguages.com or (877) 294-9874, and we’d be happy to help.

For security purposes, you will be asked for your organization’s CLI customer code — the letter or number combination that you give CLI any time you call us.

Can I change my access code?

Yes! Account admins can change the access code at any time through the MERFi portal.

If your organization doesn’t have an admin account, the primary contact on the account with CLI can contact our support team online https://merfisupport.freshdesk.com/support/home or by phone (877) 294-9874, and we’d be happy to help.

If you’re unsure who the primary contact is, ask your manager, or get in touch with our support team, and we can let you know who you need to talk to.

What do I do if I have problems logging in?

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, contact our support team online https://merfisupport.freshdesk.com/support/home or by phone (877) 294-9874, and we’d be happy to help.

I requested an interpreting session, but it’s not connecting. What do I do?

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.

How do I schedule an appointment?

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.

You must schedule your call at least 12 hours in advance. If you need to schedule an interpreter sooner, please call our call center at (800) 225–5254 for assistance.

I’ve successfully scheduled an appointment. How do I enter my scheduled session?

To connect to a scheduled appointment, you may 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.

What if I’m having connectivity issues (gray screen, one-sided video and/or audio issues, choppy video, frozen, etc.)?

Please keep in mind that our solution requires 500 kilobits per second (kbps) or .5 megabits per second (Mbps) to operate smoothly.

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.

You can test your bandwidth, or internet speed, before connecting to an interpreter by clicking the gear icon in the upper right-corner of your screen, selecting Customer Support, and then Connection Test.

If you’re experiencing connectivity issues during an interpreting session, you can check your bandwidth by clicking the green bar icon in the upper right-hand corner of your screen. This will pop open your network statistics. Your Sent Bandwidth (kbps) should be over 500 kbps (for a 1:1 session). If it isn’t, please contact your IT Department for assistance.

I can hear the interpreter, but I can’t see the interpreter on the screen. What should I do?

First, check your internet connection. Your internet connection might not be fast enough to support live video. Please keep in mind that our solution requires 500 kilobits per second (kbps) or .5 megabits per second (Mbps) to operate smoothly.

You can check your bandwidth, or internet connection, by clicking the green bar icon in the upper right-hand corner of your screen. This will pop open your network statistics. Your Sent Bandwidth (kbps) should be over 500 kbps (for a 1:1 session). If it isn’t, please contact your IT Department for assistance.

Next, be sure the internet browser you are using is supported. The following internet browsers are compatible with our solution:

Apple devices (MacBook, iPad, iPhone): Safari
PC running Windows OS: Google Chrome, Microsoft Edge
Android devices (smartphones and tablets): Google Chrome

Confirm you have granted your internet browser permission to access your device’s microphone and camera. Click the microphone and camera icons on the bottom of your screen to verify.

What should I do if I can’t see myself in the preview window?

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:
- Apple devices (MacBook, iPad, iPhone): Safari
- PC running Windows OS: Google Chrome, Microsoft Edge
- Android devices (smartphones and tablets): Google Chrome
Double-check that you have a camera embedded in or connected to your computer
Make sure you have granted your browser permission to access your device’s camera and microphone. Click the microphone and camera icons on the bottom of your screen to verify.

I can’t hear the interpreter. What should I do?

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. Please keep in mind that our solution requires 500 kilobits per second (kbps) or .5 megabits per second (Mbps) to operate smoothly.

You can view your bandwidth during an interpreting session by clicking the green bar icon in the upper right-hand corner of your screen. This will pop open your network statistics. Your Sent Bandwidth (kbps) should be over 500 kbps (for a 1:1 session). If it isn’t, please contact your IT Department for assistance.

I’m experiencing audio quality issues (garbled voice, etc.). What do 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 Connection Test.

To view your bandwidth during an interpreting session, click the green bar icon in the upper right-hand corner of your screen. This will pop open your network statistics. Your Sent Bandwidth (kbps) should be over 500 kbps (for a 1:1 session). If it isn’t, please contact your IT Department for assistance.

How does the chat feature work?

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 receiver’s chat window that corresponds with the number of messages the sender sent. If you do not see a response, remind the receiver to check their chat window to view your message.

The chat feature also supports text in-language.

Minimum Requirements

Memory (RAM)	4 GB
Bandwidth	500 Kbps down / 800 up for 2-party video calls; 1000 Kbps down / 1600 Kbps up for 3-party video calls; 1500 kbps down / 2400 kbps up for 4-party video calls
Firewall Ports	TCP 443, 17990, 17992, 1025-2048, 5060-5061; UDP 443, UDP 50000-65535
HD Resolution	Graphics capabilities that support HD resolution on one or more displays

No software installation or local storage required

Compatibility

Device	Operating System	Google Chrome	Apple Safari
PC Running Windows	Update to Windows 10 or newer	✓ (83 & above)
Apple Imac, Macbook & Macbook pro	Mac OS X 10.14 & newer	✓ (83 & above)	✓ (13.1.1 & above)
Android Smartphones & Tablets	Android 8 & newer	✓ (85 & above)
iOS iPhones & iPads	iOS 13.6 & newer		✓