Live Research Assistance: Steps to take and transfer callsEdit This Page

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Steps for taking a call:

General 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.


Specialist Call:

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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