How to Make a Relay Call

As a person who may be Deaf, hard of hearing, or have speech disabilities, you can use California Relay Service (CRS) to communicate by telephone.

This section explains how.

You can make a Relay call from or to a TTY including Voice Carry Over (VCO) and Hearing Carry Over (HCO), computer, webcam, or videophone.
  

To avoid scrolling, click a topic below:
 Basics of a Relay Call    
When you receive a Relay call, the Communications Assistant (CA) (aka Relay Operator) will usually ask, "Have you received a Relay call before?" If you have not, then the CA will give you a brief introduction on what to do during a Relay call. 

 TTY Relay Service
A TTY is a small telecommunications device with a keyboard for typing and a screen or paper for reading conversations.

 Voice Carry Over (VCO) Relay Service
VCO is for people who are Deaf or hard of hearing but who wish to speak directly through the telephone receiver to be heard by the other party. In addition to VCO, there is also Enhanced VCO, or Captioned Telephone Service.
Two-line Voice Carry Over (VCO) Relay (2LVCO)
A two-line VCO is similar to the VCO described above but uses two telephone lines. One is used with a TTY for incoming text from the CA to the VCO user and the other line is used for voice from the VCO user who speaks directly to the other party.  

 Hearing Carry Over (HCO) Relay Service
 HCO is for people who can hear but who have difficulty speaking clearly and wish to directly hear the other party. 

 Internet Protocol Relay Service (IP Relay)
IP Relay is a Web-based service for text users who are Deaf, hard of hearing, or have speech disabilities. This is a free, federally reimbursed service and not part of CRS.   

 Video Relay Service (VRS)
VRS is for people who use American Sign Language and use a webcam and the Internet or a videophone and high-speed Internet access. This is a free, federally reimbursed service and not part of CRS. 

 Emergency Call Handling Procedures
In an emergency, TTY users should directly dial 911. Tap the space bar several times to indicate to the Emergency Call Operator that you are making a TTY call. 

 Ten-Digit Numbering 
As of November 12, 2009, all VRS and IP Relay users are required to register and have a ten­ digit local phone number assigned.

Basics of a Relay Call
When you receive a Relay call, the CA usually will ask, "Have you received a Relay call before?" If not, the CA will give a brief introduction on what to do during a Relay call. This may include the following:

Speak more slowly: The CA has to type everything that the voice caller is saying.

Speak directly to the other person: The CA is on the line to relay the call, but not involved in the conversation. Speak as if the CA is not there and directly address the other party.

Use "go ahead" (GA) to indicate you are finished speaking: To let the other person on the call know that it his or her turn to speak, say or type "go ahead" or "GA."

Use "stop keying" (SK) to indicate you would like to end the call: The conversation continues back and forth until both parties conclude the call. Both parties can signal that they are ready to hang up by saying or typing "stop keying" or "SK."

TTY Relay Service
A TTY is a small telecommunications device with a keyboard for typing and a screen or paper for reading conversations. A TTY is often used by people who are Deaf, hard of hearing, or speech-disabled.

 












Voice Carry Over (VCO) Relay

VCO is for people who are Deaf or hard of hearing but who wish to speak through the telephone receiver directly to and be heard by the other party. It requires a combination of a TTY and a standard telephone or a special VCO phone that has both keys and a receiver.

A two-line VCO is similar to the VCO described above but uses two telephone lines. One is used with a TTY for incoming text from the CA to the VCO user and the other line is used for voice from the VCO user who speaks directly to the other party. The line used for voice requires conferencing or three-way calling capability from your phone service provider.

Hearing Carry Over Relay (HCO) 
HCO is for people who can hear but have difficulty speaking clearly and who wish to directly hear the other party. It requires a combination of a TTY and a standard telephone or a special phone that has both keys and a receiver. 

 
 













Internet Protocol Relay Service (IP Relay)

IP Relay Service is a Web-based service for text users who are Deaf, hard of hearing, or have speech disabilities. This is a free, federally reimbursed service and not part of CRS. Text users who are Deaf, hard of hearing, or speech-disabled can initiate a relay call using a computer or wireless phone with Internet access. 

For more information about IP Relay, please visit the FCC Web site.

 
Video Relay Service (VRS)

VRS uses a webcam and the Internet or a videophone and high-speed Internet access. A Video Interpreter (VI) who is fluent in sign language can see and be seen by the calling party. This is a free, federally reimbursed service and not part of CRS. VRS is often preferred by people who wish to use sign language or lip read what the Video Interpreter is saying. The Video Interpreter Relays conversations back and forth between VRS users and people who use standard telephones. 

For more information about VRS Relay, please visit the FCC Web site.

 
Emergency Call Handling Procedures

In an emergency, TTY users should directly dial 911. Tap the space bar several times to indicate to the Emergency Call Operator that you are making a TTY call.

Calls made directly and immediately to 911 can save valuable time in emergency situations.

Emergency services (911) can be accessed through CRS; however, directly dialing 911 is faster. 

Please take a look at this FCC Video about Text to 911

Ten-Digit Numbering
As of November 12, 2009, all VRS and IP Relay users are required to register and have a ten-digit local phone number assigned. With that number, a hearing caller can directly dial a VRS or IP Relay user. Another benefit of the registration is that the user's address is on file in case of an emergency. For more information visit the FCC Web site.