How the Jeenie Platform Works

The faster you accept a call, the more calls you will get!

Call times are unpredictable, so the more you are available ONLINE and actively planning to answer calls, the more likely you are to get a call. 

How do interpreters get notified of incoming calls?

When a client calls, Jeenie makes a call queue of all interpreters who have their app status set to Online who qualify for the call based on the client's request (for example: language need, HIPAA trained, gender preferences, etc). Notifications are then sent to the interpreter's device. 

 

How does the call queue and notifications work?

Invites are then sent to interpreters who qualify in small groups, a few seconds at a time. This means that when you see a call notification, you are not the only interpreter who may pick it up. You may be in the 1st batch of interpreters notified or a later batch. Please note: Factors such as using a VPN, your internet speed, and device settings may impact how quickly you receive the call notification. Occasionally you may see a message that the call was taken by another interpreter or is no longer available...even if your device doesn't ring. This is normal. Stay online so you can accept the next incoming call.

 

While Jeenie's notification system will prioritize more experienced and higher-rated interpreters, it is designed with fairness in mind. The platform rotates the notification order so all linguists get the chance to accept incoming calls. That way new linguists also gain experience and the chance to build their ranking within the platform.

 

Please note that the mentioned process is how Jeenie works.
Other factors also play into how quickly a notification is received on your devices such as internet speed, device settings, and your device processing speed.

 

About the platform & calls:

• You can work from anywhere, as long as the location meets the necessary requirements to provide a professional experience and customer service for the client. See the Environment and Appearance FAQ for more information. 
• Jeenie calls take place in the Jeenie mobile app or on your desktop/laptop computer.
• Calls may come in from customers at any time, 24 hours a day. 
• Most calls are 15 minutes or less, but some may be longer.
• You can go ONLINE and OFFLINE anytime you’re ready to take calls, throughout the day and night at your convenience.

NOTE: Please make sure that whenever you take a call you have sufficient time for it. You should allow for at least 30 minutes, especially if the call is healthcare-related.

IMPORTANT: If you do not answer 2 calls in a row within a period of 180 minutes (3 hours), the system automatically takes you OFFLINE. When you are ready to accept calls again you will need to go back ONLINE manually by toggling your online/offline switch.

When call volume increases and there are not enough Language Jeenies online, you will be notified through the app that customers are looking for assistance. If you are ready to accept calls at that time please go online as quickly as you can.