Frequently Asked Questions
| Q: What is the cost to use URrelay.com? |
| A: With URrelay.com, there is no cost to download the application or to place a call. There are no long distance charges when using URrelay.com |
| Q: What hours is URrelay.com available? |
| A: URrelay.com is available 24 hours a day, 7 days a week. There are no limits on the length of your calls or how many calls you make |
| Q: Can I Place a 911 call using URrelay.com? |
| A: We recommend that you use a TTY to dial 911 directly. If that is not possible, please provide the Communications Assistant with the address, city and state of the emergency. URrelay.com will look up the local emergency number for your area and attempt to contact them on your behalf. |
| Q: What does the padlock icon on URrelay.com signify? |
| A: When you are connected with a CA, the padlock will show that it is locked, this signifies that your call is encrypted and secure. |
| Q: How do I reach a Spanish Speaking Communication Assistant? |
| A: Press the 'connect' button without supplying the number to dial. After you are connected to an operator, type 'Spanish Operator' and your request will be transferred to the first available Spanish Speaking Communication Assistant. |
| Q: Can I save my conversation? |
| A: Yes, to save your URrelay.com conversation, Select 'File->Save' from the drop-down menu before closing the URrelay.com conversation window or simply press the save icon in the toolbar. |
| Q: Can I make a 1-900 call through URrelay.com? |
| A: URrelay.com does not provide access to pay-per-call services . If you wish to make a pay-per-call, please dial your state relay operator for assistance. |
| Q: My call was disconnected during my URrelay.com conversation. How can I reconnect the call and continue my conversation? |
| A: We continue to work on improving technology to prevent disconnections. Simply redial the number you previously called and continue your conversation. |
| Q: What are some of the basic rules of etiquette for making or receiving a relay call? |
A: It is polite to identify yourself at the start of a call. A: Communication Assistants are not permitted to engage in conversations unless it is for specific call processing reasons (i.e. requesting a number to dial, providing status on a call, etc.) A: A3. It is customary to be familiar with and/or use standard abbreviations such as GA (Go Ahead) and SK (Stop Keying). For a list of common abbreviations, visit the 'About Relay' page. |
| Q: Are my calls confidential when using URrelay? |
| A: All calls handled by URrelay.com are kept strictly confidential. By law, no relay employee can share ANY information from a relay conversation. There are NO records/documents/recordings of any relay conversation. |
| Q: How can I get a Spanish interpreter? |
| A: You can call sp.urrelay.tv on your VP |
| Q: When I try to connect to an interpreter, why do I sometimes get a black screen? |
| A: A black screen is caused by a problem with the internet firewall, check your router setting and try your call again. |
| Q: What kind of camera software are your interpreters using right now? |
| A: URrelay uses advanced computer software from Polycom. |
| Q: Why doesn't the interpreter's station IP address match their interpreter ID number? (Ex: Station 1164, interpreter # 1339). |
| A: Interpreters don’t always sit in the same place (work station). The work station number helps us to better identify and pinpoint connection problems. |
| Q: How do I set up VRI? |
| A: VRI is provided through a partnership with www.CACDHH.ORG. (cs.cacvrs.tv) |
| Q: What is FCC? |
| A: Federal Communications Commission. This is the government agency that has responsibility for VRS and IP relay services. |
| Q: Why did the FCC set up the 10-digit number program? |
A: The two main purposes of the 10-digit program: 1) to assure fast and accurate connection to emergency services using E911 2) to further the functional equivalency mandate by ensuring that Internet-based TRS users can be reached by voice telephone users in the same way that voice telephone users are called |
| Q: What is a local 10-digit telephone number? |
A: The 10-digit telephone number is a standard telephone number just like your home telephone or Blackberry telephone number. It has 10 digits (numbers) that look like 319-555-1234, but in your local area code . When you started telephone service, your local telephone company gave you a number. When you purchased your Blackberry, your dealer gave you a number for your Blackberry. This 10-digit number is a different number to use with VRS and IP relay service. Your 10-digit number is a local 10-digit number that allows you to receive calls through Video Relay Service (VRS) and IP Relay Service (IP Relay). It is also the number that other people with video phones like yours would call directly. |
| Q: Why do I need the new 10-digit number? |
A: This new 10-digit number will make it easier for you to make VRS and IP relay calls to anyone and everyone. The new number will make it possible to make calls to all kinds of video phones. For example, you will be able to use an OJO to call a VP200 or use a Viable to call a D-Link without having to use IP addresses. Your new 10-digit number will also help make E911 calls be completed faster and with more accuracy. |
| Q: Will voice callers reach me using the new 10-digit number? |
| A: Yes, voice callers will be able to call you using VRS and IP Relay. |
| Q: How will voice callers contact me? |
| A: With your new 10-digit number, voice callers will be able to reach you through whatever method you choose during registration, such as VRS or IP Relay, Instant Message or e-mail. The hearing person will call your 10 digit number and the Interpreter or CA will automatically connect to your registered device. |
| Q: How do I get a new 10-digit telephone number? |
A: Go to the www.URrelay.com web site and follow the instructions to get your new number or you can contact URrelay Customer Service (for video go to cs.urrelay.tv and for text use URrelay on AIM) and ask for assistance. Once you have registered, the URrelay team will find a number in your local area and will contact you with the information. |
| Q: What do I do with the new 10-digit number when I get it? |
A: You do the same as you did when you first started your home telephone service and wireless service, giving out your number to friends, family, business contacts, etc., with whom you communicate. |
| Q: Will I be able to register for my URnumber anytime? Or, only at a specific time? |
A: Yes, you will be able to register for the 10-digital number anytime. The FCC has set a 3 month registration period beginning January 1, and a 3 month permissive calling period until June 30th , 2009. All TRS users should register for their 10 digit number during the initial 3 month registration period. |
| Q. Will I be able to choose my own URnumber when I register for it? |
| A: URnumbers are assigned by URrelay depending on what numbers are available in your location. |
| Q: What is the difference between OneNbr and 10-digit number? |
A: OneNbr is designed for the Nextalk customers to make calls using the Nextalk client or the Nextalk website. All Nextalk users will have to get a 10 digit number. URnumber enables you to contact E911 via AIM, VP, Nextalk and website in the event of emergency |
| Q: How long does it take to receive a new 10-digit number? |
| A: After you complete registration, your new number will be assigned to you within two business days, under normal circumstances. |
| Q: What if I move to another city or state? |
A: If you move to an area with a different area code, you will need a different 10-digit number for your new location. |
| Q: Can I use the telephone number I already have at home as my 10-digit number? |
A: Yes but you may lose one or more of the following services and features:
|
| Q: Will I need more than one 10-digit number? |
| A: You may register for as many 10-digit numbers as you need for the different locations from which you make calls and for different devices you use to make calls. |
| Q: Will I need separate 10-digit numbers for VRS and IP Relay calls? |
A: Yes, you will need separate 10 digit numbers. Each device or software will need to have its own number. |
| Q: What if I am already using a OneNumber from URrelay? |
| A: Your OneNumber will continue to function as it always has. |
| Q. What if you use more than one VRS or IP relay service? |
If you wish, you may contact each VRS or IP relay service provider that you use and ask for a new number from each one. |
| Q: Why do I need to provide certification of my medically recognized hearing or speech disability? |
The FCC in its order FCC-08-275A1 dated December 19, 2008 requires the relay user to understand and agree to the following. “To verify the accuracy of initial registration information and to help ensure that VRS and IP Relay are used only for their intended purpose, we conclude that Internet-based TRS providers must institute procedures to verify the accuracy of registration information, including the consumer’s name and mailing address, before issuing the consumer a ten-digit telephone number. In addition, to ensure that registered users are aware of the eligibility limitations set forth above, the verification procedures must include a self certification component requiring consumers to verify that they have a medically recognized hearing or speech disability necessitating their use of TRS.” |
| Q: Will I be able to make VRS and IP Relay calls if I do not register for a 10-digit number? |
| A: Yes, you will still be able to make calls to and from VRS and IP Relay until June 30, 2009. After that date the FCC has ruled that you may no longer use the Relay service. |
| Q: Will I be able to make a 911 call if I have not registered for my 10-digit number? |
| A: Yes but it is recommended that you register for your URnumber because it will enable you to contact 911 much FASTER. |
| Q: What is the difference between 911 and E911? |
A: With regular 911, callers must be able to clearly tell the dispatcher their location and phone number which can take valuable time in an emergency. Also, if for some reason the call is disconnected before the information is relayed, emergency services may not know the caller's location. Enhanced 911 (E911) automatically transmits customer address and phone number to emergency services when the customer dials 911. |
| Q: How do I place a 911 call? |
| A: You will be able to place a 911 call via AIM (URrelay), VP (URrelay.tv) and website (www.urrelay.com). It may be a good idea to become familiar with the E911 process before you have a real emergency. |
| Q: Will I be able to contact Customer Service if I have questions? |
A: Yes, the customer service team will be able to assist you via VP, AIM and website. |
| Q: Will URrelay handle 911 calls 24/7? |
A: Yes, URrelay is open 24/7 and will be able to handle 911 calls. |