General SVRS Usage Tips

We want every call you make with Sorenson VRS to be a great one. To help us meet that goal, we've gathered together some ideas and suggestions for you. Please take a few minutes to read the SVRS "Usage Tips" that are described below.

Tip 1 Before calling, check the lighting in the room.
  • Turn on the lights in the room, if needed, to make sure your interpreter will be able to see you clearly.
  • Any light you turn on should be in front of you, not behind you. Strong backlighting can make it difficult for your interpreter to see your hands clearly. Close the blinds or curtains if a window is located behind you.
  • Check to be sure the background behind you is not distracting. Solid colors are best because some patterns can make it difficult for your interpreter to see you.
Tip 2 Check the clothes that you are wearing.
  • Believe it or not, some people forget to be fully dressed, so please "check yourself" before dialing or answering a call.
  • Wear clothing with solid colors that contrast with your skin color. If you have lighter skin, choose darker colors. If you have darker skin, try wearing lighter colors.
  • Avoid clothing with stripes or busy patterns because they can make it difficult for your interpreter to see your hands.
Tip 3 Check the VP-200 camera's position and focus.
  • Make sure the VP-200's camera is located straight in front of you. Try not to position the camera using a sharp angle because the interpreter may not be able to see your hands.
  • Try using the VP-200's Pan/Tilt/Zoom feature on the remote control to make sure your image is positioned in the center of the camera's view.
  • If necessary, adjust the focus of the camera lens by turning the black plastic ring around the lens until the image is sharp.
Tip 4 Understand the interpreter's role.
  • Please understand that your interpreters cannot have a personal conversation with you. Under federal guidelines, they are directed only to interpret your calls. However, your interpreters may ask questions to be sure they can effectively handle your calls.
  • Your interpreters will respect your privacy and anonymity. Remember, they cannot answer personal questions such as telling you their names or where they live.
  • Your interpreters are allowed to give you their identification numbers and to state that they are qualified VRS interpreters. They may not answer questions about their background, experience, or training.
  • If an interpreter isn't meeting your needs, politely request another interpreter.
Tip 5 Give your name and videophone number if you are leaving a voice message.

If you are leaving a message on an answering machine or answering service for a hearing person, follow these steps:
  1. First explain that you can be called back through Sorenson VRS at 1-866-327-8877 (1-866-FAST-VRS). If you have a personal DirectVP number, you can give that number instead.
  2. Then, state your full name.
  3. Then, state your Sorenson videophone number, including its area code, or state your DirectVP number.

    Remember to leave either your Sorenson videophone number or your DirectVP number as part of the message so that the hearing person can call you back through Sorenson VRS
Tip 6 Understand how Interactive Voice Response (IVR) systems work.

Many businesses now use computerized telephone answering systems with "Interactive Voice Response" (IVR) technology. An IVR system uses a recorded message to guide the caller through a series of options. Based on the caller's response, the system routes the call to an operator or simply plays a recorded message. Some IVR systems allow callers to skip directly to a live person, but many others do not provide this option.

Sorenson Communications uses an IVR system to help manage incoming calls. Some other examples of companies that use IVR systems are banks, Internet Service Providers (ISPs), and doctors' offices.

Here are some suggestions for you if your SVRS call reaches an IVR system:
  • Pay careful attention to the options as they are signed to you by your SVRS interpreter. Remember, your interpreter cannot help you decide which option to choose.
  • Be patient. An IVR system can be confusing to anyone. Usually you can choose to have the IVR repeat its list of options if you did not understand all of the options the first time.
  • Sometimes you may not have all of the information requested by the IVR ready, such as an account number. In that case, hang up, find the information you need, then repeat your SVRS call.
Tip 7 Slow down and be specific when signing a series of numbers and/or letters.

There will be times during your SVRS calls when you will need to sign a series of numbers and/or letters, such as when giving an address, a serial number, or an account number. And because certain letters and numbers use the same signs, your interpreter may need you to clarify which sign you have used.

In both these situations, you can help your interpreter to understand you the first time by following these suggestions:
  1. Slow down when signing a series of numbers and/or letters.
  2. Use the signs for "number" or "letter" to clarify your signs when giving a combination of numbers and letters.

    Clarify these Signs
        Letters O F D V W
        Numbers 0 9 1 2 6
Tip 8 Establish with your interpreter the meanings of the regional and/or name signs that you wish to use.

Because your Sorenson interpreter may be located outside your local community, she or he will likely not be familiar with any regional or name signs that you use. For example, the signs that you use for such things as retail stores, freeways, cities, people, etc., may mean entirely different things to your interpreter.

You can help your interpreter by establishing the meaning of any regional or name signs that you wish to use by clearly spelling out the meaning of those signs before you use them in your conversation.

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