Captioned Telephone Services (CTS) is used by a person with hearing loss who has some residual hearing. CTS allows you to read word-for-word captions of what the other person on the call is saying, while you also listen to what is being said using your residual hearing.

When you dial the phone number of the person you are calling, CTS automatically connects with the relay captioning service. Automated speech recognition technology, with or without the assistance of a relay communications Assistant, transcribes the other person’s words into captions for you to read.

There is no cost to you to use CTS. The per-minute cost for this service is paid for through state and federal funding.

You can view a video of how CTS works below.

What Type of CTS and Equipment Is Right for You?

The type of CTS equipment and service that you would use depends on what kind of phone service you have, and if you have Internet service.

If You Do Not Have Internet Service and Have Analog Telephone Service (or a DSL Line with an Appropriate Filter)

This type of CTS is called CapTel, and when someone calls you they must first dial a toll-free relay captioning service number. The relay captioning service answers, and the caller is greeted by an automated system which prompts them to enter your area code and telephone number. If an incoming call to you is not dialed through the relay captioning service, it will not be captioned. CapTel uses a relay communications assistant to transcribe everything the other person on the call says into written text. People with hearing loss are eligible to receive a CapTel phone at no cost.

• Website: https://www.captel.com/nocost/
• Call: 1-800-233-9130

If You Have Internet Service and Any Type of Telephone Service (Analog, DSL, VoIP, Cable, Etc.)

This service is called Internet Protocol (IP) CTS. IP CTS is similar to CTS. However, with IP CTS the voice part of the call is delivered over your telephone line, while the captions are delivered via your Internet connection. IP CTS works well if you prefer a more traditional phone experience. People dial your telephone number and the call automatically links to the relay captioning service. The service is available at no cost to you, but you must register before you can begin using the service.

There are multiple providers that offer this service. You can review their offerings and contact the provider that you would like to use:

• CapTel: https://www.captel.com/ or 1-800-233-9130.
• CaptionCall: https://sorenson.com/captioned-calls/captioncall/ or 1-877-557-2227.
• ClearCaptions: https://clearcaptions.com/ or 1-866-246-7850. ClearCaptions may use a communications assistant for their captioning, or they may use automatic speech recognition technology with no communications assistant on the call.

If You Have a Smartphone or Tablet

Software apps make it easy to get captioned telephone service on select smartphones and tablets. The app delivers captions of everything your caller says, while you listen (with your residual hearing) and speak directly to your caller. The service is free for you to use, but you must register before you can begin using the service.

There are multiple providers that offer this service. You can review their offerings and choose the provider that you would like to use:

• CaptionCall: https://sorenson.com/captioned-calls/captioncall-mobile/ or 1-877-557-2227.
• CaptionMate: https://www.captionmate.com/. CaptionMate uses automatic speech recognition technology for their captioning; there is no communications assistant on the line relaying the conversation.
• ClearCaptions: https://clearcaptions.com/how-it-works/mobile-app/. ClearCaptions may use a communications assistant for their captioning, or they may use automatic speech recognition technology with no communications assistant on the call.
• Hamilton Mobile CapTel: https://hamiltoncaptel.com/mobile-apps-for-smartphones-and-tablets.html. CapTel offers users the choice of having their call captioned by a communications assistant or by automated speech recognition software.
• InnoCaption: https://innocaption.com/. InnoCaption offers users the choice of having their call captioned by a live stenographer or by automated speech recognition software.
• Nagish: https://nagish.com/. Nagish uses automatic speech recognition technology for their captioning; there is no communications assistant on the line relaying the conversation.
• Rogervoice: https://rogervoice.com/. Rogervoice uses automatic speech recognition technology for their captioning; there is no communications assistant on the line relaying the conversation.

• Discounts for Telephone or Internet Service Costs

  The federal Lifeline and state Telephone Assistance Plan (TAP) provide monthly discounts on landline or wireless telephone service, or on internet (broadband) service, for eligible low-income customers.

  Telephone Assistance Plan
  • Website: https://mn.gov/puc/consumers/telephone/
  • Email: telecom.commerce@state.mn.us
  • Call: 651-296-0406 or 1-800-657-3782
  Lifeline
  • Website: https://www.lifelinesupport.org/get-started/
  • Email: lifelinesupport@usac.org
  • Call: 1-800-234-9473

Individuals who are deafblind can use a special TTY equipped with a braille display or a large visual display.

Instructions

The term “GA” or “go ahead” is important for TTY relay calls for turn taking purposes. “GA” insures that you (the TTY user) and the standard phone user do not respond at the same time and miss each other’s communication. When you read “GA”, you will know that it is your turn to speak. The same is true for the standard phone user, who will not respond until you type “GA.”

You can request that the CA type at a speed slower than the standard rate. You can request a specific speed, in five-word increments, beginning at ten words per minute and going up to 45 words per minute. In order to determine the pace that works best, you can ask the CA to try different speeds until you find a speed that is comfortable.

Making a Deafblind TTY Relay Call

1. Dial 7-1-1 or the toll free number: 1-800-627-3529.
2. Minnesota Relay will answer and the CA’s greeting, identification number, and gender will display on your Braille TTY or large visual display.
3. When the CA is finished typing, you will read the letters “GA,” which stand for “Go Ahead.”
4. Type the area code and phone number of the person you want to call, and then type “GA.”
5. The CA will dial the number and relay the conversation to and from your TTY equipment. Type "GA" at the end of each response.
6. During the call, the CA will type at a normal speed, but the message will come across at a rate of 15 words per minute, allowing for a more readable pace. You can ask the CA to increase or decrease the typing speed in increments of 5 words per minute until you find a speed that is comfortable.
7. When you are ready to end your call, type “SKSK” for “Stop Keying”, and then hang up.
8. If you would like to make another call, don’t hang up. The CA will remain on the line after you have disconnected from your initial call. Simply tell the CA that you would like to make another call and provide the phone number.

Receiving a Deafblind Relay Call

When people want to reach you by phone, they can call you through Minnesota Relay by dialing

7-1-1 or the toll free number: 1-800-627-3529.

9-1-1 Calls

When making an emergency 9-1-1 call, dial 9-1-1 directly without using Minnesota Relay. All 9-1-1 centers are equipped to handle TTY calls. Minnesota Relay can process emergency calls, but this may delay the response to your call.

Equipment

To use Deaf-Blind Relay you need a special TTY equipped with a Braille display or a large visual display, and telephone service.

If you have significant combined vision and hearing loss and meet federal income guidelines, the National Deaf-Blind Equipment Distribution Program, called iCanConnect, can provide you with free communication technology and training.

To contact the iCanConnect program:

• Website: iCanConnect
• E-mail: heather.icanconnect@gmail.com
• Call: 612-990-3834

Profile Form

A Customer Preference/Profile form allows you to customize your relay call.

By completing and submitting a Customer Preference/Profile form the relay is able to store your individual call preferences in their database. This will allow your relay calls to be set up quickly.

You may complete the form:

• Online at https://tmobileiprelay.com/auth/login
• By calling 1-800-676-3777 (voice/TTY)

For questions or additional assistance, contact T-Mobile Accessibility Care:

• Voice/TTY: 1-800-676-3777
• E-mail: access@t-mobile.com
• Online: https://www.tmobileaccess.com/contact

Support

For assistance with making a Deafblind Relay call, contact T-Mobile Accessibility Care:

• Voice/TTY: 1-800-676-3777
• Email: access@t-mobile.com
• Online: https://www.tmobileaccess.com/contact

To schedule a free presentation, contact the Minnesota Relay Outreach office:

• Voice: 651-602-9005 / 1-800-657-3775
• Video Phone: 651-964-1514
• Email: mn.relay@state.mn.us

HCO allows a person who can hear but who has very limited or no speech capability to make and receive phone calls. Using HCO relay and a specially designed telephone with a text display, you can listen directly to the voice of the other person on the call and type your response to the relay communications assistant, who voices the response to the other person.

Instructions

The term “GA” or “go ahead” is important for HCO relay calls for turn taking purposes. “GA” insures that you (the HCO user) and the standard phone user do not respond at the same time and miss each other’s communication. When you hear “GA”, you will know that it is your turn to speak. The same is true for the standard phone user, who will not respond until you type “GA.”

Making a Call

1. Place your telephone handset on the TTY and dial 7-1-1 or the toll free number: 1-800-627-3529.
2. Minnesota Relay will answer and will give the CA identification number and gender. Type: “HCO PLS GA.”
3. Note: If you have completed a Customer Preference form indicating your answer type as
4. HCO, the relay will recognize your phone number as an HCO user and you will not need to type “HCO PLS GA.”
5. After the CA types: “HCO ON GA”, type to the CA the phone number of the person you wish to call, followed by “GA”; then pick up the handset.
6. Wait for the CA to say, “One moment for your call to begin” to the person you are calling.
7. Place the handset in the TTY and type to the other person. When you are ready for the other person to respond, type “GA” and pick up the handset to listen to the other person.
8. When you hear the other person say “Go Ahead”, place the handset on the TTY and type your response to them. The CA will read your response to the other person.
9. Your conversation will continue in this manner until you are finished with your call.
10. When you are ready to end your call, type “SKSK” for “Stop Keying” then hang up.

Receiving a Call

When people want to reach you by phone, they can call you through Minnesota Relay by dialing 7-1-1 or the toll free number: 1-800-627-3529.

If you have completed a Customer Preference/Profile form and indicated your answer type as HCO, or if your caller requests HCO:

• Place your telephone handset on the TTY and type your greeting, followed by “GA.”
• The CA will announce that this is a relay call by typing “MN RELAY CA XXXX WITH A CALL.”
• Pick up the handset. Your caller will speak directly to you.
• When you hear the caller say “Go Ahead”, place the handset on the TTY and type your response. When you are finished with your response, type “GA” and pick up the handset.
• The CA will read your response to the other person.
• Your conversation will continue in this manner until you are finished with your call.

If you have not completed a Customer Preference/Profile form and your caller does not request HCO:

1. Place your telephone handset on the TTY and type your greeting, followed by “GA.”
2. CA will type “MN RELAY CA XXXX WITH A CALL GA.”
3. Type “HCO PLS GA.”
4. The CA will then connect HCO and type “HCO ON GA.”
5. Pick up the handset. Your caller will speak directly to you. (There may be a few minutes of silence while the CA asks the caller if they are familiar with HCO relay.)
6. When you hear the caller say “Go Ahead”, place the handset on the TTY and type your response. When you are finished, type “GA” and pick up the handset.
7. The CA will read your response to the other person.
8. Your conversation will continue in this manner until you are finished with your call.

Two-Line HCO

Two-Line HCO is an enhanced form of Hearing Carry Over that offers you more control and allows for interactive conversation without the use of “GA” (go ahead) instructions. You can respond in real time, and even interrupt, rather than wait for the other party to say “GA.”

Requirements for Two-Line HCO

• Direct-Connect TTY or Internet access with its own dedicated line.
• Voice telephone with its own telephone number.
• 3-way conference calling feature on the voice line (contact your local telephone company for information).
• As a two-line HCO user, you may want to use a speakerphone or a phone that allows you to use a headset for hands-free conversation. This will allow you to hear what the caller is saying while simultaneously typing your response.

Making a Call

1. Using your TTY or computer, dial 7-1-1 or the toll free number: 1-800-627-3529.
2. When the CA answers the call, inform her/him that this will be a two-line HCO call. You may do so by typing “2LHCO call. PLS CALL ME BACK ON MY VOICE LINE AT XXX-XXX-XXXX.”
3. The CA will dial your voice number and type back: “Dialing XXX-XXX-XXXX, Ring 1, 2, 3”.
4. Answer your voice line by typing “HELLO CA I AM GOING TO MAKE A 2 LINE HCO CALL. I (WANT/DO NOT WANT) YOU TO IDENTIFY AND/OR EXPLAIN RELAY. I AM GOING TO PUT YOU ON HOLD AND CONFERENCE IN ANOTHER PERSON. I CAN HEAR YOU AND THE OTHER PERSON. I WANT YOU TO VOICE WHAT I TYPE WHILE I TYPE IT. DO YOU UNDERSTAND?”
5. When the CA has confirmed, type “WHEN THEY ANSWER THE PHONE PLEASE VOICE (type your greeting before you dial your call).
6. Place the CA on hold on your voice phone and create a conference call as per your telephone equipment requirements.
7. From your voice phone, dial the number of the person you want to call.
8. Connect the conference immediately on your voice phone. Note that terms such as “hold”, “switch hook,” “flash”, “conference” and “link” may vary according to your telephone company’s features and procedures.
9. When the called party answers, the CA will start speaking your greeting to the person you have called.
10. You will be able to hear what the other party says. There is no need for either of you to wait for a “Go Ahead” or “GA”.

9-1-1 Calls

When making an emergency 9-1-1 call, dial 9-1-1 directly without using Minnesota Relay. All 9-1-1 centers are equipped to handle TTY calls. Minnesota Relay can process emergency calls, but this may delay the response to your call.

Equipment

To use HCO relay service you need a TTY and a standard phone with telephone service.

If you meet certain eligibility requirements, you may qualify to receive a TTY at no cost through Minnesota Access to Communication Technology (MN ACT).

• Voice: 1-800-657-3663

Profile Form

A Customer Preference/Profile form allows you to customize your relay call.

By completing and submitting a Customer Preference/Profile form the relay is able to store your individual call preferences in their database. This will allow your relay calls to be set up quickly.

You may complete the form:

• Online at https://tmobileiprelay.com/auth/login
• By calling 1-800-676-3777 (voice/TTY)

For questions or additional assistance, contact T-Mobile Accessibility Care:

Tips

• Do not start typing until you see “HCO ON GA” on your TTY display or until you hear the CA state that “Hearing Carry Over has been activated.”
• Give the CA as much information as possible about your call prior to the CA dialing. For example, if you know you are calling an automated phone system that requires you to select from a number of options, let the CA know which options you want prior to the call.
• Once the call is connected, everyone on the call will be able to hear each other.
• Type “GA” when you are finished typing and are ready for a response.
• There are no restrictions on the length of your calls or the number of calls you make.
• Take all the time you need to complete your call. Do not be concerned if you feel that you do not type fast enough.
• When you are receiving a relay call and have not completed a Minnesota Relay Customer Preference/Profile form, the CA will wait for you to indicate that you wish to make an HCO call. You can do so by typing “HCO PLS GA” on your TTY.
• Each time you place an HCO call, the CA will asked the called party if they have ever received an HCO relay call. If the person has not, the CA will explain relay before the call begins.

Support

For assistance with making an HCO call, contact T-Mobile Accessibility Care:

• Voice/TTY: 1-800-676-3777
• Email: access@t-mobile.com
• Online: https://www.tmobileaccess.com/contact

• Voice: 651-602-9005 / 1-800-657-3775
• Video Phone: 651-964-1514
• Email: mn.relay@state.mn.us

Video

IP Relay service is currently under the jurisdiction of the Federal Communications Commission (FCC) and is not a service of Minnesota Relay.

IP Relay is a text-based form of relay service that uses the internet, rather than a traditional telephone line and TTY, for calls between a person who is deaf, hard of hearing, deafblind, or who has a speech disability and the other person on the call.

Simply type what you want to say to the IP Relay operator, the operator relays the message to the person you called, and then types their response back to you. You can make IP Relay calls using a computer, laptop, tablet, or select smartphones. For information on IP Relay:

• Website: https://www.tmobileaccess.com/resources/ip-relay
• Brochure: https://43574298.fs1.hubspotusercontent-na1.net/hubfs/43574298/a-fm20-0760-508-ip_relay_brochure-alttext_0.pdf
• Email: iprelay@t-mobile.com
• Call: 1-800-676-3777
• Español: 1-800-676-4290

Who Can Benefit From Internet Protocol (IP) Relay

• People with speech disabilities.
• People who are deaf, deafblind, or hard of hearing.

Registration and Cost

IP Relay is offered by T-Mobile Accessibility; the service is free, but you must register for a T-Mobile IP Relay 10-digit telephone number before you can begin using the service. To register, do one of the following:

• Go to https://tmobileip.com/Registration.
• Download the T-Mobile IP Relay mobile app to your Smartphone or tablet.

Upon completing the registration, a 10-digit number will be assigned. Only one IP Relay phone number is needed to make and receive calls through the web or mobile applications.

Requirements and Supported Devices

• Internet connection
• Common Internet browser (i.e., Microsoft Edge, Firefox, Google Chrome, Safari)
• Computer, laptop, tablet, or mobile phone (Android OS 6.0 or higher or iOS 11 or higher)

Internet Protocol (IP) Relay Two-Line Hearing Carry-Over

IP Relay’s Two-Line Hearing Carry-Over allows a person with a speech disability to listen and type their conversation while the relay operator reads aloud to the other party.

Requirements for IP Relay Two-Line Hearing Carry Over

• An Internet connection (Line 1) is for a personal computer, laptop or tablet.
• A standard phone with three-way calling OR a wireless phone with the “add call” feature (Line 2).

For more information on IP Relay Two-Line Hearing Carry Over

Go to https://43574298.fs1.hubspotusercontent-na1.net/hubfs/43574298/IP-Relay-2Line-HCO.pdf.

Internet Protocol (IP) Relay Two-Line Voice Carry-Over

IP Relay’s Two-Line Voice Carry-Over allows a person with hearing loss to speak directly to the other party while the relay operator types what is heard.

Requirements for IP Relay Two-Line Voice Carry Over

• An Internet connection (Line 1) is for a personal computer, laptop or tablet.
• A standard phone with three-way calling OR a wireless phone with the “add call” feature (Line 2).

For more information on IP Relay Two-Line Voice Carry Over

Go to https://43574298.fs1.hubspotusercontent-na1.net/hubfs/43574298/508_ip-relay-2-line-vco-booklet.pdf .

Telecommunications Equipment

Minnesota Access to Communication Technology (MN ACT) provides free telecommunications equipment (such as TTYs, speech amplifying phones, speech generating devices, cell phones, and more) to eligible Minnesotans who are having difficulties using the telephone due to a hearing, speech, vision, or physical disability.

If you do not qualify for MN ACT, staff can provide you with a directory of vendors that sell specialized telecommunications equipment.

For more information on MN ACT

• Website: https://mn.gov/deaf-hard-of-hearing/communication-access/mnact/
• Email: dhs.dhhsd@state.mn.us
• Call: 1-800-657-3663

Discounts for Telephone or Internet Service Costs

The federal Lifeline and state Telephone Assistance Plan (TAP) provide monthly discounts on landline or wireless telephone service, or on internet (broadband) service, for eligible low-income customers.

Lifeline

• Website: https://www.lifelinesupport.org/get-started/
• Email: lifelinesupport@usac.org
•  
• Call: 1-800-234-9473

Telephone Assistance Plan

• Website: https://mn.gov/puc/consumers/telephone/
• Email:  consumer.puc@state.mn.us
•  
• Call: 651-296-0406 or 1-800-657-3782

¿Hablas Español?

Spanish speaking persons with a hearing or speech disability are able to make relay calls. This is not a translation service. Both parties must speak Spanish, and at least one party must have a hearing or speech disability.

Instructions

For information on placing a relay call using Spanish language, visit T-Mobile’s servicio de retransmisión en español.

Support

For assistance with making a Spanish Relay call, contact T-Mobile Accessibility Care:

Inglés: 1-800-676-3777

 Español: 1-800-676-4290

E-mail: access@t-mobile.com

Online: https://www.tmobileaccess.com/contact

Speech-to-Speech (STS) relay allows a person who has difficulty speaking or being understood on the telephone to communicate using her or his own voice or voice synthesizer. An STS communication assistant (CA) revoices the words of the person with a speech disability so the other person on the phone call can understand them.

STS relay CAs are specially trained to understand a variety of different speech patterns including callers with cerebral palsy, Parkinson’s disease, multiple sclerosis, Amyotrophic Lateral Sclerosis, muscular dystrophy, stuttering, a laryngectomy, stroke complications and other voice disorders, or conditions affecting clarity of speech.

How STS Relay Works

You can view a video of how STS works below.

Making an STS Relay Call

1. You can place an STS call by either:
   • Dialing the direct STS number: 1-877-627-3848.
   • Dialing 711 and telling the CA that you want to make a Speech-to-Speech call.
2. You will hear “Minnesota Relay Speech-to-Speech CA XXXX. May I have the number that you are calling please?”
3. Give the CA the area code and telephone number of the person you wish to call.
4. Tell the CA any special instructions that you have such as:
   • Repeat everything I say.
   • Repeat only if I am not understood.
   • Leave the following message on the called party’s answering machine.
   • If you know you are calling an automated system that requires you to select from several options, let the CA know which options you would like before the call is placed.
5. The CA will verify the number with you before dialing, and will explain STS to the person you are calling (if necessary).
6. Once the call is connected, everyone on the call will be able to hear each other.
7. The STS CA will facilitate the conversation between you and the other party by repeating or re-voicing your messages when necessary. The CA will revoice your message to ensure you are understood.
8. Say “go ahead” or “GA” when you are finished speaking and ready for a response.
9. The other party speaks directly to you.

Receiving an STS Relay Call

When people want to reach you by phone, they can call you through Minnesota Relay by dialing 711 or the STS toll-free number: 1-877-627-3848.

T-Mobile Wireless Customers

For anyone who has a speech disability and is a T-Mobile wireless customer, STS calls are available in a single tap. Simply add the STS icon on your smartphone's home screen, and tap it when you're ready to make a call.

The icon is a shortcut, not an app, so it uses virtually no space on your phone and makes STS that much easier. It's available for both iOS and Android phones, and set up is easy.

Set Up Instructions (NOTE: for mobile devices only):

• iPhones using the Safari browser: https://www.tmobileaccess.com/resources/sts-icon-instructions - iPhone
• Android phones using Chrome browser: https://www.tmobileaccess.com/resources/sts-icon-instructions#Android-Chrome
• Android phones using the Samsung browser: https://www.tmobileaccess.com/resources/sts-icon-instructions#Android-Samsung

911 Calls

In an emergency, dial 911 directly. You may use STS to call 911 but that will not be as fast as dialing 911 directly. Be prepared to provide your full name, description of emergency and location.

Equipment

No special telephone equipment is needed to use STS, though some people may find it beneficial to use a speakerphone or hands-free telephone equipment. If you have hearing loss, you can use STS with an amplified phone.

If you meet certain eligibility requirements, you may qualify to receive telephone equipment at no cost through Minnesota Access to Communication Technology (MN ACT). For more information on MN ACT:

• Website: https://mn.gov/deaf-hard-of-hearing/communication-access/mnact/
• Call: 1-800-657-3663

STS Profile

Completing an STS Profile will allow you to customize your STS calls by submitting your call preferences, such as:

• Frequently Dialed Numbers (up to 100 names/numbers can be stored)
• Notes (instructions for the communications assistant for processing your calls)
• Call Handling Options (such as if you would like the communications assistant to repeat everything you say, or to only repeat upon request)

You have the flexibility to update your user preferences as needed. Your information is confidential and secure.

You may complete the form:

• Online: https://tmobileip.com/auth/login
• Call: 1-877-787-1989

Support

T-Mobile Accessibility Care has dedicated customer service staff is available 24 hours a day, 7 days a week to assist STS users. Accessibility Care can also provide information to organizations serving STS users on how to place and receive STS calls, and on features designed to support STS users and their callers.

• Call (Voice/TTY): 1-877-787-1989
• Call (Spanish): 1-800-676-4290
• Email: access@t-mobile.com

STS Features

Call Setup

STS users may tire and speech may become more difficult during long calls. In order to speed up the processing of your call, you can provide call information for the STS communications assistant in advance. This can include information such as the number to be dialed, the name of the person being called, the subject of the call, special instructions, or anything that makes it easier for you to complete your call (such as prescription or account numbers).

To use Call Setup, you must complete a Customer Profile at https://tmobileip.com/auth/login. Once you have a Customer Profile, go to the Speech-to-Speech tab, and then click on “Update STS Call Setup”. You can add Call Setup information up to 24 hours in advance of your call. Your Call Setup instructions are available as soon as you click “Submit”, and will continue to be available for 24 hours.

Saved Messages

If you dictate a message to leave on a voicemail or answering machine and then get a busy signal, you can ask the STS communications assistant to copy the message into your customer profile. When you want to try the call again, redial STS and ask the communications assistant to retrieve the saved message. After 24 hours, the message copied into your profile will be automatically deleted from the system.

A hearing person may use a standard telephone (wired or wireless) to place a relay call and easily converse with a person who is deaf, deaf-blind, hard of hearing, or who has a speech disability.

Instructions

A specially trained communications assistant (CA) facilitates the telephone conversation between you and the person with a hearing or speech disability. Calls can be made 24 hours a day, 365 days a year. All calls are completely confidential. Standard charges apply for long-distance calls.

Placing a Call to a Minnesota Relay User

1. To place a call to a Minnesota Relay user dial 7-1-1 or 1-800-627-3529. If you hear something that sounds like fax tones, or if the line is silent, remain on the call and wait for Minnesota Relay to answer (this could take a minute or longer).
2. Minnesota Relay will answer and the communications assistant (CA) will state her or his identification number and gender.
3. If you are not familiar with relay you may ask the CA to explain how relay works. If you have any questions, you will need to ask them at this time.
4. Give the CA the 10-digit telephone number of the person you wish to call.
5. Once the person you are calling answers, proceed with the call as you would a regular phone call.

Receiving a Call From a Minnesota Relay User

1. When answering the phone, you may receive a call placed through Minnesota Relay. You will hear a Communications Assistant (CA) say “Hello, a person is calling you through Minnesota Relay. This is CA number XXXX. Have you received a relay call before?
2. If you are not familiar with relay say “NO” and the CA will explain how relay works. If you have any questions, you will need to ask them at this time.

Equipment

You do not need any special telephone equipment to make a relay call.

Don’t Hang Up

When you receive a relay call, don’t hang up. The person calling is deaf, hard of hearing, or speech disabled and is using relay service to contact you. This is not a telemarketing call and it is very important that you do not hang up on the caller.

Profile Form

A Customer Preference/Profile form allows you to customize your relay call.

By completing and submitting a Customer Preference/Profile form the relay is able to store your individual call preferences in their database. This will allow your relay calls to be set up quickly.

You may complete the form:

• Online at https://tmobileiprelay.com/auth/login
• By calling 1-800-676-3777 (voice/TTY)

For questions or additional assistance, contact T-Mobile Accessibility Care:

Say “Go Ahead” or “GA” each time you have finished speaking.

The term “Go Ahead” or “GA” is important for relay calls for turn taking purposes. “GA” insures that you (the standard phone user) and the relay user do not respond at the same time and miss each other’s communication. Say “Go Ahead” or “GA” each time you have finished speaking and are ready for a response. When you hear the CA say “GA” it is your turn to speak again.

Speak directly to the person calling, not to the CA.

Talk in the first person and pretend the CA is not on the call (avoid saying “tell him” or “tell her.”

The CA is not part of the conversation and will not acknowledge you if you speak to her or him. 

Asking the relay user questions.

If you need to ask the relay user a series of questions, please ask them one at a time, wait for a response, and then ask the next question. This will give the relay user a chance to respond to each question and will reduce misunderstandings.

Be patient, and speak slowly.

Relay calls take longer than regular telephone calls. Because the CA must type (or re-voice) everything you say verbatim, please speak slowly. If you are speaking too fast, the CA may ask you to slow down or to repeat yourself. There may be a pause before the CA begins relaying the response back to you.

For TTY relay calls, the CA will type everything that is heard.

To ensure that relay calls are functionally equivalent to standard telephone calls, CAs type everything they hear, including background noises and voice intonations. Your words will be typed exactly as you say them.

PBX (Private Branch Exchange) Systems and 7-1-1.

You may not be able to dial 7-1-1 to make a relay call if your business has a PBX system. If you encounter this difficulty, contact the telecommunications manager or PBX coordinator from your office and ask them to re-program the PBX switch software to allow 7-1-1 access.

Support

For assistance, contact T-Mobile Accessibility Care:

• Voice/TTY: 1-800-676-3777
• Email: access@t-mobile.com
• Online: https://www.tmobileaccess.com/contact

To schedule a free presentation, contact the Minnesota Relay Outreach office:

• Voice: 651-602-9005 / 1-800-657-3775
• Video Phone: 651-964-1514 
• Email: mn.relay@state.mn.us

This form of relay service allows a person who is deaf, hard of hearing, or who has a speech disability to use a TTY to communicate with the other person on the call.  The CA reads the TTY user’s words to the other person, and types the other person’s words for the TTY user to read.

Instructions 

The term “GA” or “go ahead” is important for TTY relay calls for turn taking purposes. “GA” insures that you (the TTY user) and the standard phone user do not respond at the same time and miss each other’s communication. When you see “GA”, you will know that it is your turn to speak. The same is true for the standard phone user, who will not respond until you type “GA.” The other’s communication. When you see “GA”, you will know that it is your turn to speak. The same is true for the standard phone user, who will not respond until you type “GA.”

1. Place your telephone handset on the TTY and dial 7-1-1 or the toll free number 1-800-627-3529.
2. Minnesota Relay will answer and will give the CA identification number and gender, and will ask for the number you wish to call.
3. Type the area code and telephone number of the party you wish to call and then type “GA.”
4. The CA will dial the number.
5. The CA types the response of the other person for you to read on your TTY screen.
6. Proceed with the conversation by typing your response. The CA will read everything you type to the standard telephone user.
7. Remember both you and the person you are calling will say “GA” at the end of your responses.
8. When you are ready to end your call, type “SKSK” for “Stop Keying”, and then hang up.
9. If you would like to make another call, don’t hang up. The CA will remain on the line after you have disconnected from your initial call. Simply tell the CA that you would like to make another call and provide the phone number.

9-1-1 Calls

When making an emergency 9-1-1 call, dial 9-1-1 directly without using Minnesota Relay. All 9-1-1 centers are equipped to handle TTY calls. Minnesota Relay can process emergency calls, but this may delay the response to your call.

Equipment

You will need a text-telephone (TTY) and telephone service.

If you meet certain eligibility requirements, you may qualify to receive a TTY at no cost through Minnesota Access to Communication Technology (MN ACT).

• Voice: 1-800-657-3663

Profile Form

A Customer Preference/Profile form allows you to customize your relay call.

By completing and submitting a Customer Preference/Profile form the relay is able to store your individual call preferences in their database. This will allow your relay calls to be set up quickly. 

You may complete the form:

• Online at https://tmobileiprelay.com/auth/login
• By calling 1-800-676-3777 (voice/TTY)

For questions or additional assistance, contact T-Mobile Accessibility Care:

• Voice/TTY: 1-800-676-3777
• E-mail: access@t-mobile.com
• Online: https://www.tmobileaccess.com/contact  

Tips

• Give the CA as much information as possible about your call prior to the CA dialing. For example, if you know you are calling an automated phone system that requires you to select from a number of options, let the CA know which options you want prior to the call.
• Type “GA” when you are finished typing and are ready for a response.
• There are no restrictions on the length of your calls or the number of calls you make.
• Take all the time you need to complete your call. Do not be concerned if you feel that you do not type fast enough.

Support

For assistance with making a TTY call, contact T-Mobile Accessibility Care:

• Voice/TTY: 1-800-676-3777
• E-mail: access@t-mobile.com
• Online: https://www.tmobileaccess.com/contact  

To schedule a free presentation, contact the Minnesota Relay Outreach office:

• Voice: 651-602-9005 / 1-800-657-3775
• Video Phone: 651-964-1514
• E-mail: mn.relay@state.mn.us

VRS is currently under the jurisdiction of the Federal Communications Commission (FCC) and is not a service of Minnesota Relay.

VRS is an Internet-based form of relay service that allows persons whose primary language is American Sign Language (ASL) to communicate with the relay communications assistant in ASL.

The VRS caller, using a television or a computer with a video camera device and a broadband (high speed) Internet connection, contacts a VRS communications assistant (CA), who is a qualified sign language interpreter. They communicate with each other in sign language through a video link. The VRS CA then places a telephone call to the party the VRS user wishes to call. The VRS CA relays the conversation back and forth between the parties–in sign language with the VRS user and by voice with the called party.  No typing or text is involved.  VRS allows conversations to flow in near real time and in a faster and more natural manner than text-based relay service.

The VRS CA can be reached through the VRS provider’s Internet site, or through video equipment attached to a television.  Like all relay calls, VRS is free to the caller.

A voice telephone user can also initiate a VRS call by calling a VRS center, usually through the provider’s toll-free number.

Numerous providers offer Video Relay Service.

For more information regarding VRS visit FCC Video Relay Services.

VCO is an option for a person who can speak clearly but has hearing loss significant enough to prevent them from hearing and understanding conversations over the telephone.  Using VCO relay and a specially designed telephone with a text display, the VCO user speaks directly to the other person on the call.  The relay communications assistant (CA) types what is spoken by the other person for the VCO user to read.

Video

Instructions

The term “GA” or “go ahead” is important for VCO relay calls for turn taking purposes. “GA” insures that you (the VCO user) and the standard phone user do not respond at the same time and miss each other’s communication. When you see “GA”, you will know that it is your turn to speak. The same is true for the standard phone user, who will not respond until you say “GA.”

Making a VCO Call Using a TTY

1. Your TTY should not be in ASCII mode when making a VCO call.
2. Place your telephone handset on the TTY and dial the VCO number: 1-877-627-3024.
3. Minnesota Relay will answer and will give the CA identification number and gender. The CA will type “VOICE (OR TYPE) NOW GA.”
4. Pick up the handset and speak to the CA providing the area code and telephone number for the person you wish to call, followed by “GA.” Place the handset onto the TTY immediately after saying “GA.”
5. When the CA indicates that the call has been connected, pick up the handset and speak to the other person. When you are ready for the other person to respond, say “GA” and place the handset back on the TTY.
6. The CA types the response of the other person for you to read on your TTY screen. Turn taking continues in this manner until the call is complete.
7. Remember both you and the person you are calling will say “GA” at the end of your responses.
8. When you are ready to end your call, type “SKSK” for “Stop Keying”, and then hang up.
9. If you would like to make another call, don’t hang up. The CA will remain on the line after you have disconnected from your initial call. Simply tell the CA that you would like to make another call and provide the phone number.

NOTE: If you prefer to keep the handset in one position for speaking rather than moving it to and from the TTY, you can use a Y-jack or line splitter. This allows the TTY and the telephone to be connected on the same line. The handset can remain in one position (either at your ear or holding it as a microphone), allowing you to speak into the phone and read the text with greater convenience.

Making a VCO Call Using a VCO Phone

1. Dial the VCO number: 1-877-627-3024.
2. Minnesota Relay will answer and will give the CA identification number and gender. The CA will type “VOICE (OR TYPE) NOW GA.”
3. Provide the CA with the area code and telephone number for the person you wish to call, followed by “GA.”
4. The CA types the response of the other person for you to read on your VCO phone’s text screen. Turn taking continues in this manner until the call is complete.
5. Remember both you and the person you are calling will say “GA” at the end of your responses.
6. When you are ready to end your call, type “SKSK” for “Stop Keying” then hang up.
7. If you would like to make another call, don’t hang up. The CA will remain on the line after you have disconnected from your initial call. Simply tell the CA that you would like to make another call and provide the phone number.

Receiving a Call

When people want to reach you by phone, they can call you through Minnesota Relay by dialing 7-1-1 or 1-800-627-3529. If you haven’t completed a Minnesota Relay Customer Preference/Profile form indicating how you will answer incoming Minnesota Relay calls, you will need to answer incoming calls in one of two ways:

Answering Voice First

1. Pick up the handset and say “This is a VCO call GA.” (If you are using a TTY without a Y-jack or line splitter, you must put the handset into the TTY immediately after you say “GA.”)
2. The CA will send her/his identification number and gender, followed by “VCO ON GA.”
3. You may then speak directly to the caller, using “GA” to take turns.
4. The CA types the response of the other person for you to read on your text screen. Turn taking continues in this manner until the call is complete.

Answering TTY first

1. Place the handset onto your TTY (unless you are using a VCO phone or Y-jack/line splitter) and type “VCO PLS GA.”
2. NOTE: if you have a VCO phone, simply press the VCO MSG button, which sends a recorded VCO prompt.
3. The CA will send her/his identification number and gender, followed by “VCO on GA.”
4. You may then speak directly to the caller, using “GA” to take turns.
5. The CA types the response of the other person for you to read on your text screen. Turn taking continues in this manner until the call is complete.

Two-Line VCO

Two-Line VCO is an enhanced form of Voice Carry Over that offers you more control and allows for interactive conversation without the use of “GA” (go ahead) instructions. You can respond in real time, and even interrupt, rather than wait for the other party to say “GA.” Unlike typical relay calls, the CA does not identify the relay and is present only to type the voice of the standard telephone user.

Requirements for Two-Line VCO

TTY or VCO phone

• Voice telephone with its own telephone number
• 3-way conference calling feature on the voice line (contact your local telephone company for information).

Making a Two-Line VCO Call

1. Using your TTY/VCO phone, dial the two-line VCO number: 1-866-855-4611.
2. Minnesota Relay will answer with the CA’s number and gender: “MN RELAY CA XXXXF/M VOICE (OR TYPE) NOW GA.”
3. Voice or type, “HELLO TWO LINE VCO PLS CALL ME BACK ON (provide the area code and number of your voice phone).
4. The CA will call you back on your voice line. Answer by speaking and check that the CA can hear you. The CA will type back a response on your TTY/VCO phone. Ask the CA to hold.
5. Place the CA on hold on your voice phone and create a conference call as per your telephone equipment requirements.
6. From your voice phone, dial the number of the person you want to call.
7. Press the flash button or switch-hook to reconnect the relay CA.
8. When the called party answers, the CA will start typing that person’s spoken words to you. The relay will not be identified or explained by the CA.
9. You will speak directly to the other person. There is no need for either of you to wait for a “go ahead” or “GA.” The relay and the CA will be “invisible.”

Receiving a Two-Line VCO Call

• Answer the call with your voice and ask the caller to hold.
• Place the voice caller on hold, and create a conference call as required by your telephone equipment.
• Dial the two-line VCO number: 1-866-855-4611.
• Speak immediately when the CA answers. Explain that this will be a two-line VCO call and to type only what the other person says after you have “conferenced” that person into the call.
• Instruct the CA to call your TTY/VCO phone number.
• When your TTY/VCO phone rings, answer by typing, then “conference” between the caller on your voice line and the CA on your TTY/VCO phone line.
• You will speak directly to the caller. There is no need for either of you to wait for a “Go Ahead” or “GA.” The relay will not be identified or explained by the CA.

VCO With Privacy

This is similar to standard VCO. However, the CA will not hear the VCO user speaking and only serves to type the other person’s response back to the VCO user. You (the VCO user) do not need to say “GA” when you are finished speaking, but you must type “GA” in order to bring the CA back on-line to continue relaying the other person's response. The other person will be heard by the CA and must say “GA” each time he/she is finished speaking. You must request VCO With Privacy (or Privacy On) at the start of your call.

9-1-1 Calls

When making an emergency 9-1-1 call, dial 9-1-1 directly without using Minnesota Relay. All 9-1-1 centers are equipped to handle TTY calls. Minnesota Relay can process emergency calls, but this may delay the response to your call.

Equipment

To use VCO relay service you need a specialized VCO phone and telephone service, or a TTY, a standard phone, and telephone service.

If you meet certain eligibility requirements, you may qualify to receive a TTY at no cost through the state of through Minnesota Access to Communication Technology (MN ACT).

• Voice: 1-800-657-3663

Profile Form

A Customer Preference/Profile form allows you to customize your relay call.

By completing and submitting a Customer Preference/Profile form the relay is able to store your individual call preferences in their database. This will allow your relay calls to be set up quickly.

You may complete the form:

• Online at https://tmobileiprelay.com/auth/login
• By calling 1-800-676-3777 (voice/TTY)

For questions or additional assistance, contact T-Mobile Accessibility Care:

• Voice/TTY: 1-800-676-3777
• Email: access@t-mobile.com
• Online: https://www.tmobileaccess.com/contact

Tips

• Do not start speaking to the CA until you see “VCO ON GA” on the screen.
• The CA cannot hear you until the CA turns on the VCO feature. It is very important to wait for the “VCO ON” confirmation.
• The CA turns off VCO while the other person is speaking and will not hear you (the VCO user) until the “GA” is given.
• When connecting with the CA, please do not press any other keys. Doing so will send TTY tones to the CA and may cause confusion about which call method you want to use (TTY or VCO).
• Every time a VCO call is placed, the CA will ask the person being called if she/he is familiar with Voice Carry Over. If the person is not, the CA will explain how VCO works before the call begins.
• There are no restrictions on the length of your calls or the number of calls you make.

Support

For assistance with making a VCO call, contact T-Mobile's Accessibility Care:

• Voice/TTY: 1-800-676-3777
• E-mail: access@t-mobile.com
• Online: https://www.tmobileaccess.com/contact

To schedule a free presentation, contact the Minnesota Relay Outreach office:

• Voice: 651-602-9005 / 1-800-657-3775
• Video Phone: 651-964-1514
• E-mail: mn.relay@state.mn.us