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GENERAL QUESTIONS
1. What are the hours of operation?
24 hours a day / 7 days a week
2. What is VRS and how does it work?
Video Relay Service or VRS allows a person who uses sign language to
place a relay call to a hearing person by communicating through a certified
sign language interpreter. VRS requires the use of a high-speed Internet
connection and a web camera to place a call. A VRS call may be initiated
by a person who uses sign language or by a hearing person to a sign
language user. The interpreter will relay the conversation between the
two parties. Top of Page
3. Where can I call?
You can make a call to anywhere in the world.
4. Is there a cost to use VRS? Will I be billed
for the call?
There is no cost to use VRS and you will not be billed for any calls
made through the service. All calls are completed at no cost to you.
5. Are there any restrictions to use VRS?
There are only a few restrictions. All calls must originate from within
the United States or its territories. All calls must be communicated
in English. Calls to Pay-per-Call services are currently not available.
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6. Can I use VRS to place a call to 911?
VRS is not designed as a substitute for 911 services. You should not
use VRS to place an emergency call to 911. Due to the nature of Video
Relay calls through the Internet, AT&T is not able to recognize your
location to forward it to an emergency center. To ensure that your emergency
call is handled quickly, please use your telephone or TTY to call 911
directly. AT&T shall not be liable for any damages arising from or related
to emergency calls placed over the AT&T Video Relay Service.
7. Is there a difference between VRS and Video
Relay Interpreting (VRI)?
While both VRS and VRI require the use of an interpreter, there is an
important difference between both services. On a VRI call, both the
deaf and hearing person are located in the same room and the interpreter
is in a remote location. With VRS, the deaf user and the hearing person
are in different locations and are connected through the interpreter
at the VRS center. VRS is the service provided by AT&T.
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8. What are the benefits of using VRS over traditional
relay?
AT&T's VRS is an exciting service that supplements the traditional TTY
or IP relay service. VRS is for people who prefer to use sign language
to communicate instead of typing on a computer or TTY. The benefits
of using VRS include: Ability to communicate in sign language Increased
communication speed; no need to wait for "go ahead" Enhanced communication
with the use of facial expression and body language gestures Ability
to interrupt during conversations Improved interaction with automated
telephone answering services and voice processing systems Top of Page
9. How is VRS funded?
In an effort to encourage relay providers to offer VRS, the Federal
Communications Commission (FCC) has agreed to temporarily reimburse
providers for all interstate and intrastate VRS calls from the Interstate
Telecommunications Relay Services Fund which is administered by the
National Exchange Carrier Association (NECA). However, in order to be
eligible for reimbursement, the VRS provider must meet minimum requirements
mandated by the FCC.
10. Are my VRS calls confidential?
Absolutely. All VRS interpreters are required to abide by the RID/NAD
Code of Ethics and the FCC's regulations regarding confidentiality.
Additionally, all interpreters are required to adhere to AT&T's strict
policy on privacy of communication which prohibits disclosing any information
about a VRS call including the fact that a call took place.
11. Are the VRS interpreters certified?
We use professionally trained interpreters certified by the National
Association of the Deaf (NAD) at the IV or V level and/or certified
by the Registry of Interpreters for the Deaf (RID) at the CI-CT/CSC
level.
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12. Can I provide special instructions to the
VRS Interpreter?
Absolutely. Once you are connected to the Interpreter you can provide
special instructions such as who to ask for, what extension to call,
what prompts to press, etc.
13. Can I place a VRS call in Spanish?
VRS calls in Spanish are currently not permitted. The FCC is considering
whether or not to allow VRS calls of this type. As soon as the FCC reaches
a decision, we will post it here on the FAQ page.
14. Can a hearing person call me through VRS?
Standard phone users may initiate a VRS call to a person who uses sign
language by calling 1-888-VRS-9998.
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TECHNICAL QUESTIONS
1. What do I need to make a VRS call?
To place a VRS call through www.relay.att.com/vrs, you will need a computer
with:
You can also use a videophone to make a VRS call. To do this you will need:
- Television or a television monitor
- Videophone such as D-Link i2eyeTM
- High-speed internet access hooked to the videophone
- Static IP address. A static IP address will always use the same set of numbers; these numbers will
never vary.
2. Can I use an Apple/Mac computer with VRS?
The VRS is not currently compatible with any Apple computer.
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3. What type of camera is recommended?
Be sure to get a camera with a CCD sensor. CCD sensors are usually listed
under the technical specifications on the box. We do not recommend purchasing
a camera with CMOS sensors as this type of sensor may slow down your
videoconference capabilities. Here are a few cameras that have CCD sensors
and work fine with VRS:
-
IBM Net Camera
-
Logitech Quickcam Pro 3000 or 4000
-
Intel Pro PC Camera CS430/CS431
-
Note: AT&T does not support or endorse any particular
video products.
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4. Do I need special software for VRS?
You can use NetMeeting with VRS. Many computers with Windows 98 (and
later versions) and Windows XP already come with Microsoft NetMeeting.
If you're unable to find NetMeeting in your Windows application, click
here for a free download of NetMeeting.
If you experience trouble using NetMeeting, try using VSoft instead.
VSoft is easy to use and its video quality is outstanding! You also
have the ability to resize the video window up to full screen.
Because VSoft is now an option, before you make a VRS call you must
specify which video setting you wish to use. If you click on the down
arrow on the "Video Setting" field, you will see 4 options:
-
VSoft High
-
VSoft Medium
-
VSoft Low
-
MS NetMeeting
If you want to use NetMeeting, click on NetMeeting, supply the number
you want to dial in the "Number to dial?" field, and click on "Dial
Now." Your call will be processed using NetMeeting.
If you want to use VSoft for your call, you must first decide which
speed to use.
To determine the speed your connection is able to handle, click on
"Test Your Speed," which is immediately to the right of the "Video Setting"
field. Clicking on "Test Your Speed" will open a new window in the upper
left-hand corner of your screen. This window will be titled, "AT&T Bandwidth
Test." In this window is a button labeled, "Test Upstream Speed." Click
on the "Test Upstream Speed" button. Your connection speed will be calculated
for you.
The results of this test will not only tell you your connection speed,
but they will also tell you which VSoft setting you should use. Close
the "AT&T Bandwidth Test" window by clicking on the "X" in its upper
right-hand corner. Next click on the down arrow of the "Video Setting"
field and find the VSoft option the bandwidth test recommended you use.
Click on that VSoft option. Type in the number you want to call in the
"Number to dial?" field and click on "Dial Now." Your call will now
be processed using VSoft.
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If you don't have VSoft installed on your PC, you will be prompted
to install it when you click on "Dial Now." The download and install
are very quick and require little user interaction. Once you've installed
VSoft, you're ready to make your call!
Please note: If you are using a pop-up blocker, you must turn it off
to install and/or use VSoft.
If you already have VSoft installed, you
know about its high-quality video. It also offers these great features:
Easily resize the VI's (Video Interpreter's) screen by clicking on
one of the four resizing buttons in the bottom right-hand corner of
the VI's screen. If you click the largest of these buttons, the VI's
window becomes full screen. If you want to make the VI's full screen
smaller, click on the yellow "x" in the upper left-hand corner and it
will automatically be resized to a smaller window. You can click on
these resize buttons in any order as often as you like.
Type in the chat box even if it's not visible. If the VI's screen is
full screen and you need to type something in the chatbox, as soon as
you type the first letter, the VI's screen is resized to a smaller window
and your typing automatically appears in the chat box.
Browse the Internet while on hold. During a VRS call, if the hearing
party puts you on hold, you can minimize your VSoft windows and browse
the web while waiting. As soon as the hearing party returns, the VI
will pop up your VSoft windows for you and you can continue your conversation.
Save your settings. For example, if you always want to make calls using
VSoft High, or want all your calls to be VCO calls, simply make those
choices on the AT&T VRS home screen or inside the phone book. From then
on, every VRS call you make will be processed using these saved settings.
You can change these settings as often as you like or you can set them
once and make VRS calls, knowing they all will be processed according
to your saved settings.
When you download VSoft, you also get AT&T XpressVRS. AT&T XpressVRS
allows you to make a VRS call without typing in a phone number. For
example, if you would like to call a number you find on a website, simply
highlight that number and click on the XpressVRS icon on your Internet
Explorer link toolbar. You don't have to be on the www.attvrs.com page
to do this. You can be on any webpage and do this. An AT&T VRS call
will automatically be launched for you, using your saved settings. And
if you want, you also have the option of clicking on the XpressVRS icon,
typing the number you want to call in the box, and clicking on OK. This,
too, can be done from any webpage. AT&T XpressVRS makes calling so much
easier!
5. What type of connection do I need to make a
VRS call?
Any of the following will work fine with VRS:
-
DSL service from your telephone company or other provider
-
Cable Modem from your local TV cable service
-
Company's high speed Internet (i.e. T1) from your
workplace
6. What is Cable Service?
Many cable TV companies offer Cable Internet Service. Cable can provide
up to 10 to 20 Mbps of data transmission downstream and 300 Kbps upstream.
However, the speed depends on the network traffic. A minimum of 128Kbps
of upload and download speed is needed to use VRS. The higher the upload
speed and download speed, the better the quality of VRS.
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7. What is DSL?
Many companies now offer Digital Subscriber Lines or DSL. There are
several types of DSL service. The faster the service, the more expensive
the service can be. If using DSL, you should have a minimum of 128 Kbps
upload and download speed. The higher the upload speed and download
speed, the better the quality of VRS.
8. Can I connect to AT&T VRS if my company has
a firewall?
Yes. When you use VRS to place calls over the Internet, several IP ports
are required to establish the outbound connection. The following table
shows the ports, their functions, and the resulting connection.
Port |
Function |
Outbound
Connection |
389 |
Internet
Locator Service (ILS) |
TCP |
522 |
User
Location Service |
TCP |
1503 |
T.120
|
TCP |
1720 |
H.323 |
TCP |
1731 |
Audio
call control |
TCP |
Dynamic |
H.323
call control |
TCP |
Dynamic |
H.323
streaming |
Real-Time
Transfer Protocol (RTP) over UDP |
If you use a firewall to connect to the Internet, it must be configured
so that the IP ports are not blocked. To establish outbound video connections
through a firewall, the firewall must be configured to do the following:
-
Pass through primary TCP connections on ports 389,
522, 1503, 1720, and 1731.
-
Pass through secondary TCP and UDP connections on
dynamically assigned ports (1024-65535).
If you experience trouble using NetMeeting, try using VSoft instead.
VSoft is easy to use and its video quality is outstanding!
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9. Will VRS work if I have a firewall at home?
If you are able to see yourself in the self-view box but unable to view
the Video Interpreter, most likely the problem is that you are behind
a firewall, which is preventing you from receiving video images. It
is recommended that you contact our Technical Support for assistance
in working with your home firewall unit. If you experience trouble using
NetMeeting, try using VSoft instead. VSoft is easy to use and its video
quality is outstanding!
10. Why is my video quality so poor?
Several things can affect the quality of your video. Possible factors
include:
-
Computer configuration
-
Network or Internet congestion
-
Inadequate lighting or inappropriate background which
increases pixelation
-
Lack of RAM on your computer due to many applications
running at the same time
If you experience trouble using NetMeeting, try using VSoft instead.
VSoft is easy to use and its video quality is outstanding!
11. Why does a black frame appear around the video
window that NetMeeting sends?
This happens when your video capture card or digital video camera does
not properly support NetMeeting's sizes. It's a problem with your hardware's
drivers. If you experience trouble using NetMeeting, try using VSoft
instead. VSoft is easy to use and its video quality is outstanding!
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12. How can I make my screen bigger with NetMeeting?
You can enlarge your screen by doing the following:
-
Click on the "Undock" button
-
Choose "Tools" at the top of the window
-
Click on "Video" from the drop down window
-
Click on "Window Size"
-
Note: An enlarged window size may alter the video
quality.
If you experience trouble using NetMeeting, try using VSoft instead.
VSoft is easy to use and its video quality is outstanding!
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13. What is the Phonebook?
The Phonebook feature allows you to create and store a personal list
of phone numbers. The Phonebook is easy to use and requires no special
software. Your personal Phonebook can be accessed from any computer.
The Phonebook entries are stored alphabetically by last name and divided
into small groups making it easier for you to access. Your Phonebook
is secured by your username and password. VRS users who wish to create
a Phonebook should click on "Use Phonebook" and then click on "New User."
A short form will follow. Note: The information provided on the form
is strictly confidential.
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14. How do I make a VRS call using a videophone?
If you're using a D-Link i2eyeTM, follow these steps:
- Select "Manual Dial"
- Click on "Dial"
- Skip "Enter a country code"
- Skip "Area code"
- Skip "Phone number"
- Enter "ATTVRS.TV" in the box labeled "Enter an address"
- Click on "Dial"
If you want to save this entry in your speed dial list so you don't have to manually enter the information
every time you make a call, follow these steps:
- From the main screen, click on "Dial"
- Click on "Add"
- In the "Name" field, type ATT VRS, or any other name that's easy for you to remember and associate with
AT&T.
- Skip "Enter a country code"
- Skip "area code"
- Skip "Phone number"
- Enter "ATTVRS.TV" in the box labeled "Enter an address"
- Click on "OK" to save this entry
Additional information about the D-Link can be found on their website here.
If you're using a videophone other than a D-Link i2eyeTM, please follow that manufacturer's instructions for
making a call.
Any non-proprietary videophone can be used with our service.
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AT&T VIDEO RELAY SERVICE FREQUENTLY ASKED QUESTIONS
