Live Research Assistance: Consultants' steps to check in to receive callsEdit This Page

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Revision as of 01:56, 22 January 2013 by Sandralpond (Talk | contribs)

As soon as you have received the notification that your account has been set up, you can "check in" to begin receiving calls. To check in:

For Concierge:
  1. Go to the Volunteer Check In page.
  2. Sign in with your LDS or FamilySearch Account.
  3. Choose whether to check in to help with phones or chats, or both.
  4. Check that the correct phone number you are using to volunteer is listed.
  5. Click Check in. 
  6. If using the phone to be a volunteer, answer your phone when it rings and press 1 after the recorded message and hang up so that you can receive calls.
  7. When you are done volunteering for the day, click Check-out to stop receiving calls (the button will turn blue green and will now be the Check-in

Problems signing in and out?

Screen is stuck at validating your phone number.
  1. Problem: This might happen if you have accidentally double-clicked the Check-in button to begin receiving calls, entered a wrong phone number, or not answered the call when it came in.
  2. Solution: Send an email to to ask to have the problem fixed.
See an error message after clicking on the Check-out button to stop receiving calls.
  1. Problem: You are still checked in to receive calls. The website logged you out, but you are still checked in to take calls.
  2. Solution: Log back into by clicking Sign In in the upper right hand corner. Then go back to the page and click Check-out to stop receiving calls.

     Pop-up blockers can prevent you from Check-In to Chat.  Disable the pop-up blocker by following the following instructions:

Allowing Pop-up Blockers for Family Search

Internet Explorer:
Click on Tools – near top of page (upper left corner)
Click on Pop-up blockers/Click on arrow
Click on Pop-up blocker settings 
Exceptions screen: Address of website to allow: Type +Click on ADD
Click Close at the bottom of the page

Mozilla Firefox:
Click orange box at the left top of the screen
Click on Options
Click Security icon    (6th from left)
Top three options should be checked
Click on exceptions and screen will appear   Type: / Allow
Click close at the end of the page + click OK

Google Chrome:
Click on the Wrench at the far right - top of the page
Scroll down to “Settings” and click
Click on “Show advanced settings” at bottom of page
Click on “Content settings” box
Scroll down to “Pop-ups”/Click on “do not allow any site to show pop-ups”
Click on: Manage Exceptions      Type:   /   Allow and Ok

See Also: 

Getting Started

Helpful Resources


Join our Skype Group
Communicate with other volunteers, get help as you give help


Steps to check in  
And begin receiving calls


Steps for taking calls
Taking and transferring calls


Set/Update Schedule
To set or update your volunteer schedule



Learn more about the opportunity


Research Toolkit
Research resources


Phone Responses
Ideas for responses to patron questions


Not a research call?
We answer ALL research calls; check here for answers to non-research questions.


Questions you may have
As you begin helping others

Read these Definitions
These will explain terms that you may not recognize.

Help online classes.png

Webinar recordings
Listen to previous trainings (again and again, if needed)


Additional ways you can help
Volunteer in other ways

Not yet a volunteer research consultant? Learn more about what volunteers do.


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