 What is the Relay Service?
New York Relay is a service designed for people who live or work in New York and use a TTY/PC for phone conversations or want to communicate with someone who does. Telecommunications Relay is provided by each state in compliance with the Americans with Disabilities Act (1990). Relay provides people with easy and convenient access to telephone service through professionally trained relay operators.
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What is a TTY?
A TTY is a telecommunications device used by individuals with hearing loss and/or speech disability to communicate through the telephone. A TTY is also sometimes called a TDD. The conversation is carried electronically over telephone lines and is read on a text display screen and/or a paper printout on a TTY. The electronic language used by TTYs is called Baudot.
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How does relay work?
A relay operator acts as the go-between for TTY users and standard telephone users. The Relay Operator completes your call, dialing the party you wish to contact and then stays on the line to relay messages electronically via a TTY or verbally to people who can hear. The Relay Operator provides exact transcriptions of what he hears and speaks exactly what is typed to him.
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How do I place a relay call?
The New York Relay Service is available 24 hours a day, 365 days a year. You may contact New York Relay in any one of the following ways:
- DIAL 7-1-1: Simply dial 7-1-1 and a New York Relay Operator will answer your call. This service is available within New York only and is not always available at payphones or PBX-type phone systems. 7-1-1 calls are answered first in Voice, then in TTY.
- Dial one of the 800/877 numbers:
1 800 662-1220 (TTY/HCO)
1 800 421-1220 (Voice)
1 877 826-6977 (VCO)
1 800 584-2849 (ASCII)
1 877-622-4234 (STS)
1 877 662-4886 (Spanish)
When your call is answered, simply give the Relay Operator the telephone number of the person you wish to call. The Relay Operator will then dial out that number for you and relay your conversation. All New York Relay Operators are trained to handle standard Relay, VCO, HCO, 2-line VCO and VCO-to-VCO/TTY calls. Specially trained operators handle Spanish and STS calls.
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How is a typical relay call made?
- Caller dials 7-1-1, the TTY, or Voice access number. A Relay Operator will answer the call by saying "New York Relay," and his/her Operator Identification Number.
- Caller provides the relay operator with the number they wish to call along with other important information they may choose to provide their name, the person they are calling, etc.
- The Relay Operator dials that number, announces to the called party that they are receiving a relay call, and begins the relay process.
- Both the caller and the called parties should use "GA" or "Go Ahead" when they are finished typing/talking and are ready for the other person’s response. "GA" or "Go Ahead" indicates that it is the other person’s turn to converse.
- The Relay Operator will type everything they hear back to the TTY user, and voice everything the TTY user types to the called party.
- When the parties are ready to end the call, the caller or call recipient uses "SK" or "Signing Off" to close the conversation.
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When dialing 7-1-1, I am unable to make a relay call. Why?
If you have problems with 7-1-1 when calling through your switchboard (which usually is a PBX telephone system), you will need to contact your PBX administrator to have the system reconfigured in order to allow 7-1-1 out dial. Information on how to set up and/or reconfigure your PBX systems(s) can be obtained from your PBX administrator and/or vendor.
If you are not on a PBX telephone system, and you cannot access New York Relay when dialing 7-1-1, call a customer service representative at your local telephone company. It is possible that your local telephone company may not have 7-1-1 out dial set up.
PBX telephone systems are usually available at hotels, businesses, agencies, offices, etc. with extension numbers. And most often, a way around this issue is to dial the full 11-digit toll free number.
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Who pays for relay calls?
The New York Relay Service is publicly funded. There is no access charge or use charge for the New York Relay Service. Calls completed through the Relay Service are subject to Local Exchange Carrier rates for local and regional calls between your location and the location that you are calling. Long distance calls are placed using your selected long distance carrier and are billed by that company directly. Many long distance companies offer discount rates for relay calls. Please contact your long distance carrier for more details.
New York Relay Operators are trained to allow callers to place direct dial, third party, collect and calling card calls. Callers may use their personal choice of long distance carrier for toll calls.
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How many calls may I make?
There is no limitation on the number or length of calls you may place through New York Relay.
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Can I set up my calls to meet my specific needs?
Yes! New York Relay offers a variety of Caller Profiles available to enhance your relay experience. Please contact New York Relay Customer Service for more information and assistance in choosing a profile. Some options include: VCO, HCO or ASCII automatic connections, request for a Spanish-speaking or STS Relay Operator, and Long Distance Carrier of Choice.
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How can I reach relay using ASCII and my Hyperterminal on my computer?
- Go to the Start menu, choose Programs, then Accessories, then Hyperterminal. (On some programs you will need to choose Communications in the Accessories menu and then Hyperterminal.)
- Enter a name for the connection, i.e., Relay
- A dialog box will appear. Input the number you wish to dial (Relay) and press Enter.
- In the next box, click Modify and choose Configure.
- Use these settings:
- Data bits: 8
- Parity: none
- Stop bits: 1
- Hit Enter. Connection screen will pop up again.
- Click on Modify again and choose the Settings tab.
- Scroll down to the ASCII setup and check "Echo typed characters local" and change Line Delay to 120.
- Press Enter, OK, and OK again. You should now be all set to dial.
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How do I reach New York Relay Customer Service?
New York Relay Customer Service is available 24 hours a day, 365 days a year at these numbers:
1-800-676-3777 (TTY/Voice)
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How can I ask the Relay Operator not to announce the relay call?
New York Relay users are free to request that the Relay Operator does not announce and/or explain the relay service. In this way, the users can explain in their own words to the other person. For instance, a TTY user can call through New York Relay to order a pizza, "HELLO THIS IS JANE CALLING TO ORDER A PIZZA GA."
When electing not to announce and/or explain the relay service, it is your responsibility to inform the voice user that you're calling through New York Relay. See sample conversation below.
NEW YORK RELAY 6789F GA
PLS CALL MY DR S OFFICE AT 360-555-XXXX DO NOT ANNOUNCE OR EXPLAIN RELAY THANKS GA
DIALING 360-555-XXXX RINGING 1...2...(F) DR SMITH S OFFICE HOW MAY I HELP YOU Q GA
HELLO THIS IS JOHN CALLING THROUGH RELAY TO MAKE AN APPT COULD WE DO THAT PLS Q GA
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How do I report repeated hang-ups?
If you have experienced repeated hang-ups, please send a request to New York Relay to educate the person or place of business regarding the relay service. You may click here to complete the Hang-up Incident form online, or you can click here to download a form in PDF format that you can complete and mail to New York Relay Service.
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What is the Customer Database Profile and how is it used?
Individual preferences (such as long distance carrier, frequently dialed numbers, type of relay call, relay service announcement/explanation, etc.) will be automatically displayed on the screen of the relay operator when relay users, who have completed a Customer Database Profile form, call the relay service. This helps reduce set-up time and makes your relay call process smoother.
Customer Database Profiles will work from residential lines. It will not work from restricted lines such as coin sent payphones or PBX telephone systems (usually at hotels, offices, agencies, etc. with extension numbers).
You can request the Customer Data Profiles by online or downloading the PDF form here, or calling the TRS Customer Service at 1-800-676-3777 (TTY/Voice).
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Are all my calls private?
YES! New York Relay is serious about protecting your privacy. All New York Relay Operators, Supervisors, and Administrative staff are required to attend special training in confidentiality and ethics. All employees must annually sign a Pledge of Confidentiality and Code of Ethics that protects your rights. No record of any call is ever kept and New York Relay employees are not allowed to discuss call content, personal caller information, or to act on any information they may learn while relaying a call. The New York Relay call center is located in a secure building and only authorized persons are allowed to enter the actual Relay portion of the building.
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What is VCO?
VCO stands for Voice Carry-Over and is a type of relay that enables someone who is deaf or hard-of-hearing to speak directly to a hearing individual, and then receives that individual’s responses via TTY. Persons who were once able to use a standard telephone and prefer to use their own voice often prefer VCO, as it feels more natural to them. To request VCO, say or type "VCO PLS GA" ("VCO please, go ahead"). You may set up a Caller Profile and request an automatic connection in VCO when you place calls to New York Relay. Our Customer Service representatives can assist you in setting up a Caller Profile.
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What is HCO?
HCO or Hearing Carry-Over is provided for persons with speech disabilities. The speech-disabled person types his/her side of the telephone conversation on a TTY and the Relay Operator voices what is typed to the other person. The HCO user then listens as the other person speaks. To request HCO, type "HCO PLS GA" ("HCO please, go ahead"). You may set up a Caller Profile and request an automatic connection in HCO when you place calls to New York Relay. Our Customer Service representatives can assist you in setting up a Caller Profile.
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What is a Voice Carry-Over to Voice Carry-Over (VCO-to-VCO) call?
VCO-to-VCO enables two persons who are deaf of hard-of-hearing but prefer to use their own voices to call one another via New York Relay. Each caller voices their own portion of the conversation and a Relay Operator types their words to the other VCO user. Both VCO users speak, and both read responses on their respective TTYs.
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What is STS?
STS or Speech-to-Speech is provided for persons with speech disabilities to make or receive phone calls using their own voice or a voice synthesizer. STS calls are handled by Relay Operators specially trained in a variety of speech patterns who listen to what the speech-disabled person says, revoicing verbatim to the other person. The STS user listens as the other user speaks. An STS Caller Profile is highly recommended to speed call setup and also provides a 10-number speed-dial list for frequently called numbers. Our Customer Service representatives can assist you in setting up an STS Caller Profile.
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How can I arrange for a New York Relay presentation for my group or business?
The New York Relay Outreach Program is available to help your group or business learn more about Relay. Please contact us at 800-927-0282 (TTY), 585-243-4880 (Voice), or by email to mbmothersell@sprint.com (NEW EMAIL - EFFECTIVE 9-5-2006)
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Who do I call if I have problems making a relay call?
You should call the New York Relay Customer Service at:
1-800-676-3777 (TTY/Voice)
A customer service representative will be happy to assist you with problems or questions on a 24-hours a day, 365 days a year basis.
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How do I share compliments or complaints?
New York Relay always strives to maintain the highest level of satisfaction. We appreciate feedback from you about your experiences with New York Relay.
Please contact:
New York Relay Service - 24-hour Customer Service:
- 1-800-676-3777 (TTY/Voice)
Please be sure to have the following information when providing feedback:
- Relay Operator Number
- Date
- Time
- Phone number of both parties
- Nature of complaint/compliment
If any difficulties arise during your conversation, you may request to speak to a supervisor by phone or TTY. The Relay Operator can transfer your call to Customer Service.
The FCC requires that each state file annual reports regarding complaints. Therefore, all complaints are recorded, along with the date and means of resolution.
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