Live Research Assistance: Steps to take and transfer callsEdit This Page
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Steps for taking a call:
Front line volunteers answer the phone and traige the call. You have several choices based on the content of the call. It can be sent to a specialist or answered by you. Misdirected calls will be given the appropriate phone number and sent on their way.
Calls will be routed to you from the general call volunteer. These calls are specific to the specialty or specialties that you indicated on your profile.
Enter Patron's information:
It is important, when taking a call, to enter patron information on the dashboard. This allows follow-up calls if needed. If possible the best way to get this information is through the patron's FamilySearch username.
When/how to transfer the call:
Calls should be transfered whenever there is a specialist available to take that call.
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