FAQs: Connecting with an Interpreter
How do I call in to get an Interpreter?
You can call in to get a phone interpreter using any touch tone telephone. Dial your proprietary number or (800) 225–5254.
If you’re using our 800 number, make sure to have your customer code, the language you need, and answers to any billing questions (if applicable to your account) handy.
How do I add a third party?
To add a third party into your interpreting call, provide the phone number of the third party to the agent when requested. They’ll enter the number into our system, and then connect you to an interpreter. Once the interpreter is connected, the agent will drop off the call. After briefing your interpreter, you can press the pound sign (#) at any time, and our system will dial the number of your third party automatically.
You’ll hear handy voice prompts to pave the way as you move through the process.
View the full instructions on how to dial out to a third party
What information do I need to connect to an interpreter?
To connect to an interpreter, you’ll need your organization’s customer code, the language you need an interpreter for, and answers to any billing questions (if applicable to your account).
If you’re unsure what, if any, billing questions may be asked, reach out to your organization’s language access administrator or reach out to us at customersuccess@certifiedlanguages.com.
Can I connect with a phone interpreter over Zoom?
Yes, CLI’s OPI customers can connect with an interpreter by using Zoom’s Telephone Call Out feature.
Are instructions available for download?
Yes! We offer telephone and VRI instructions in downloadable formats. Reach out to Customer Success at customersuccess@certifiedlanguages.com, and let them know what you’re looking for.
Can I preschedule a call?
Yes, you can preschedule a call with telephone and video interpreters. For telephone preschedules, give us a call at (800) 225–5254 or email us at orders@certifiedlanguages.com.
You’ll need to provide the following information at the time of scheduling:
- Language needed
- Date, time, and time zone for the scheduled call
- Your customer code
- Your contact information
- Nature of call
- Any interpreter requests (i.e., a specific interpreter, gender, or industry expertise)
When an interpreter is secured for your appointment, you’ll receive a confirmation email with a reference number. Provide that reference number on the day and time of your scheduled call.
View detailed instructions on how to preschedule a video call through MERFi
Do you offer usage materials?
Yes! We offer free, customized support materials available in digital and printed formats. These include:
- Plastic instruction badges
- Instruction cards
- Instruction phone stickers
- Language ID brochures, posters, and counter displays
- “I Speak” cards
- MERFi quick start guides
For printed or downloadable formats, or to inquire about a material not listed, contact Customer Success at customersuccess@certifiedlanguages.com or your account manager.
Can I request a specific interpreter?
While we’re always happy to accommodate requests for a specific interpreter, we cannot guarantee the interpreter will be available. The request must be made at least 24 hours in advance through our preschedule process.
How is phone interpreting billed?
Phone interpreting is billed by the minute. You are only charged for the actual time spent with an interpreter on the call, not the time when an agent is gathering the necessary language and billing data.
Don’t see the answer to your question? Email us at customersuccess@certifiedlanguages.com. We are here to help!
