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Frequently Asked Questions
Sorenson VRS Questions
What is Sorenson VRS?
A VRS call involves three individuals in separate locations: 1) a deaf caller who uses VRS equipment/videophone or similar to sign to an interpreter, 2) an interpreter who uses VRS equipment/videophone and a phone headset to relay the call, and 3) a hearing caller who uses a standard phone to speak. VRS calls enable deaf individuals to make/receive phone calls.
Will I be billed for the calls placed through Sorenson VRS?
There is no cost for any video relay calls completed through Sorenson VRS within the continental U.S.
What makes Sorenson VRS different from other video relay solutions out on the market today?
Sorenson VRS differs from other video relay solutions by delivering the highest-quality, professional interpreters and the highest-quality video technology. Sorenson VRS exclusively uses Sorenson VRS equipment/videophone, or Sorenson EnVision SL (video relay software for sign language users), which eliminates grainy images, jerky playback, or complex technology to install.
Additionally, because each Sorenson VRS interpreter must meet stringent qualification requirements, each video relay caller is assured an optimal experience every time a call is placed through a Sorenson VRS Call Center. Also, only Sorenson VRS provides a wide array of free support resources.
Can I call 911 using Sorenson VRS even if I don’t have a Sorenson videophone?
Yes, you can use other devices to call 911 through Sorenson VRS by dialing 911.svrs.tv
To avoid life threatening delays, all 911 calls are automatically placed ahead of other VRS calls waiting for an interpreter.
What are the Sorenson VRS operating hours?
Sorenson VRS is available 365 days a year, 24 hours a day, 7 days a week.
Are the Sorenson VRS interpreters qualified?
Yes, Sorenson VRS interpreters are either certified by the National Association of the Deaf (NAD IV or V), or RID (CI, CT, CI/CT, CSC) or hold a state interpreter certificate at the Intermediate or Master Certificate skill levels, or have the professional interpreting experience to become a Sorenson VRS interpreter. All interpreters receive on-going training.
Is the information I share through Sorenson VRS kept confidential?
Yes, all Sorenson VRS interpreters are required to abide by the confidentiality rules as outlined by the FCC in Section 705 of the Communications Act. And outlined in the TRS rules 47 C.F.R. § 64.604 - Mandatory minimum standards found at: http://www.fcc.gov/cgb/dro/4regs.html.
Does Sorenson VRS follow the policies contained in the Privacy Rule of the Health Insurance Portability and Accountability Act (HIPAA)?
According to the guidelines established by the FCC regarding the policies set forth in the Privacy Rule of HIPAA, all Sorenson VRS calls involving a doctor or health care professional can be accepted without requiring Sorenson VRS or video relay interpreters (VI) to sign a disclosure agreement. The FCC emphasizes that all forms of TRS including TTY based relay, Internet Protocol (IP) Relay, Video Relay Service (VRS), and Speech-to-Speech (STS) can be used to facilitate calls between health care professionals and patients without violating HIPAA's Privacy Rule. Sorenson VRS fully supports HIPAA's Privacy Rule and follows all guidelines established by the FCC. To read more about this information, please read http://hraunfoss.fcc.gov/edocs_public/attachmatch/DA-04-1716A1.doc.
Why do interpreters sometimes use the privacy button?
The privacy screen is used by interpreters during long hold times. Interpreters are not allowed to engage in personal conversations during these hold times, so the privacy screen is used to comply with privacy rules and regulations.
Is it true that deaf and hard-of-hearing individuals can receive free Sorenson VRS equipment/videophone?
Yes, deaf or hard-of-hearing individuals who use sign language to communicate can receive free Sorenson VRS equipment/videophone. However, an application for free VRS equipment/videophone must be submitted. The Sorenson VRS sales team will first check to make sure that:
- The application has been completely filled out
- The deaf or hard-of-hearing individual has a high speed Internet connection of at least 256K
- An installer is available to set up the VRS equipment/videophone for the deaf or hard-of-hearing individual
Due to the high demand for the free Sorenson VRS equipment/videophone, it can sometimes take several weeks for VRS equipment/videophone to be installed.
Is it true that "hearing" CODA, interpreters, or individuals can receive free Sorenson VRS equipment/videophone?
We thank everyone for their interest in Sorenson VRS equipment/videophone; however, we are not able to send hearing individuals a videophone because the VRS equipment is for deaf and hard-of-hearing individuals who use ASL. At Sorenson Communications our mission is to break down communication barriers for the deaf and hard-of-hearing community. Currently, we are working to make it possible for every deaf individual in the U.S. to get access to Sorenson Video Relay Service (VRS).
How is Sorenson VRS funded?
All VRS companies are funded by a federal fund, administered by NECA (National Exchange Carriers Association) that funds traditional Telecommunication Relay Service (TRS). These funds are made available by a federal law, the American with Disabilities Act (ADA), which requires functional equivalency in telecommunications access. Sorenson Communications is reimbursed for the minutes of Sorenson VRS calls that are interpreted. Sorenson Communications is not reimbursed for equipment that is supplied including videophones, routers, switches, or any other equipment.
Am I required to use Sorenson VRS for at least 30 minutes a month to keep my Sorenson VRS equipment/videophone?
There are no minimum VRS usage requirements for getting or keeping Sorenson VRS equipment/videophone.
Why can't I schedule video relay calls?
In order to be in compliance with an FCC ruling, video relay calls cannot be scheduled.
What is the difference between the Sorenson VP-100 or VP-200 videophone and the D-Link i2eye videophone? Why should I get a Sorenson videophone?
Sorenson Communications created both videophones to work with a standard TV and a high speed Internet connection. However, only the free Sorenson VP-100 and VP-200 videophones come with customized software, including the following features:
- Easy-to-use "Dial VRS" Button - The speed dial button on the main screen makes it easy to quickly place a VRS call without having to go through a lot of steps. Deaf individuals simply hit the "Dial VRS" button and then type in the number of the hearing individual they wish to reach. There is no need for the deaf individual to sign the phone number again to the interpreter because the videophone automatically passes this information to the interpreter.
- Full Screen Self View Modes -The full screen self view mode makes it possible for the deaf individual to see their entire upper-body image.
- Redial Option - The redial option allows deaf individuals to quickly redial the previous number called.
- Expanded Contacts List - The expanded contacts list enables deaf individuals to enter in a long list of contacts and their phone numbers. Once these numbers are entered the deaf individual can easily scroll through the list and use the speed dial function to quickly place a call.
- Missed call list - The missed call list lets you know when you have missed a call and, when available, supplies information about the missed call.
- Ability to Receive Future Features - The Sorenson VP-100 and VP-200 videophones also have the capability to include new features as Sorenson Communications releases them.
Deaf and hard-of-hearing individuals can apply for the free Sorenson VP-100 or VP-200 videophone by filling out an application. Once the application has been approved, an installer will set up the videophone for deaf and hard-of hearing individuals who have a high speed Internet connection in place.
Note: Sorenson Communications partnered with D-Link to create the i2eye version of the Sorenson VP-100. The D-Link i2eye videophone can be purchased at retail stores such as Best Buy for approximately $250.00. Both videophones will produce high-quality video when connected to a high speed Internet connection.
Does Sorenson VRS support Web TV?
Sorenson VRS does not support MSN® TV (formerly WebTV). Sorenson VRS equipment/videophones require an Ethernet connection to a broadband Internet access point (cable modem, DSL, T-1, etc.); Web TV connects using a phone jack, or cable TV line.
Will Sorenson Communications Ever Ask for My Personal Financial Information?
Sorenson Communications will never call you to ask for your sensitive personal financial information. Sorenson Communications has learned that certain individuals have been using the Sorenson VRS and IP Relay (SIPRelay) Service to conduct scams. Remember, never to provide your personal or financial information when you receive a relay service call from someone you do not know. These individuals claim that they are calling on behalf of Sorenson Communications, then ask the deaf individual to provide certain personal or financial information, such as bank account routing information or credit card or social security numbers. For example, one individual [scammer] has used Sorenson VRS and claimed the deaf individual contacted has won a Sorenson-sponsored "lottery." The scammer deceptively claims that the deaf individual must first pay a "fee" prior to collecting his or her "winnings" and then asks the customer to provide bank account routing information or a credit card number.
If someone contacts you making these claims, it is a scam to steal your money or to commit fraud. Do not provide your personal or financial information to anyone, unless you have initiated the contact or you have confirmed that you are dealing with a legitimate organization. If you are unsure, ask for the caller's name, business identity, telephone number, street address, e-mail address, and business license number. Be sure to verify that the company is legitimate by, for example, checking with your local consumer protection office, Better Business Bureau, state Attorney General, the National Fraud Information Center, the Federal Trade Commission, or other consumer group. If you cannot verify that a company is legitimate, do not provide them your information!
If you have been or are being contacted by someone claiming that you have won a prize or lottery sponsored by our company, please immediately alert Sorenson Communications by sending an e-mail to VRScomments@sorenson.com.
For more information about how you can protect yourself against these and other fraudulent practices, please consult the Bureau of Consumer Protection of the Federal Trade Commission, at: http://www.ftc.gov/bcp/index.shtml, or the Internet Crime Complaint Center, a partnership between the Federal Bureau of Investigation and the National White Collar Crime Center, at: http://www.ic3.gov/.
There is a lot of discussion about the digital television (DTV) transition; will this affect my Sorenson videophone?
The DTV transition will not affect your Sorenson videophone or your service with Sorenson VRS. The Federal Communication Commission (FCC) has created an ASL video that can help you understand better what the DTV transition is all about. You can view these FCC messages at http://www.dtv.gov/video_podcasts.html.
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Sorenson VRS Espanol
Can I use Sorenson VRS to call someone who speaks Spanish?
Yes. Sorenson Communications has interpreters available for Sorenson VRS calls between deaf and hard-of-hearing individuals who use American Sign Language (ASL) and hearing individuals who speak Spanish.
I use Spanish Sign Language to communicate. Can I use Sorenson VRS to call a hearing individual who speaks English or Spanish?
No. You must use American Sign Language (ASL) to communicate through Sorenson VRS.
I use American Sign Language (ASL) to communicate. Can a person who speaks Spanish call me through Sorenson VRS?
Yes. Hearing individuals who speak either English or Spanish can use Sorenson VRS to call a deaf individual who uses ASL to communicate.
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Sorenson Videophone Features
Call Waiting
If I have a VP-200, how do I use Call Waiting?
When you are in a VRS call and receive a new incoming call, a Call Waiting notice will appear on the TV screen to alert you of the incoming call. Press Enter on the remote control.
Remember, you must have a Sorenson VP-200 videophone in order to use the call waiting feature. The In-Call Menu Bar will then appear as shown. The three options in the Menu Bar allow you to:
- Answer the incoming call by hanging up the current call
- Answer the incoming call by placing the current caller on hold
- Save the current caller to your Contact List
We will briefly explain each of these options further:
If you receive a notice of an incoming call during a VRS call, and choose to hang up the current caller, then select the Hang Up button. The current caller will be disconnected and an Incoming Call dialog will then appear. From this dialog you may choose either:
- Answer
- Busy
If you receive a notice of an incoming call during a VRS call and choose to answer the incoming call by placing the current caller on hold, then select the Incoming button. You will then see four options for responding to the incoming call. You may:
- Choose to answer the call, but hold the current caller
- Answer the call, but hang up on the current caller
- Let the incoming caller know you are busy
- Cancel
If you want to answer the call by putting the current caller on hold, select, Answer-Hold Current button. You will then see the new caller appear on your TV screen. A mini menu bar will appear on the screen displaying the name and number of the new caller. The initial caller will then be placed on hold. If the caller you put on hold is hearing, they may decide to disconnect. If so, the interpreter will then disconnect the call.
If you are in a VRS call and receive a notice of an incoming call, you can select the Save button. This will save the current caller's information, not the incoming caller's information, in the videophone's Contact list. This option will only appear if the current caller is not already in the Contacts list.
If you choose this option, the current caller is still connected and the incoming caller is still ringing in (not connected yet).
How do I switch back and forth between two calls in Call Waiting?
To return to the caller that is on hold, there is a Menu Bar with 3 options to choose from. You can:
- Hang up the current call to return to the caller on hold
- Switch back to the caller you placed on hold by placing the current call on hold (if possible)
- Save the current caller in your contacts list
If you want to switch back to the caller you placed on hold, click the Switch Calls button and the screen of the person who was on hold will appear while the other caller is placed on hold. You can continue to switch back and forth between the two callers as long as both parties choose to stay connected to your videophone.
The Switch Calls button provides you with a visual indicator that a caller is on hold. If you do not see this button when you display the In-Call Menu Bar, then you do not have another caller on hold.
Remember if you are in a VRS call and receive a notice of an incoming call, you can answer the incoming call, but let the current caller know they will be placed on hold. If the VRS caller chooses to discontinue holding, they may hang up. If so the interpreter will also disconnect the call.
Will the caller know they are on hold when I am using Call Waiting?
A "Call is on Hold" message appears on the VP-200's TV screen of the caller who has been placed on hold. That individual will remain on hold unless he or she chooses to hang up. A similar message will appear on a VP-100's TV screen when the videophone is put on hold by a VP-200. The person on hold can decide to continue to wait or to disconnect the call.
How do I get Call Waiting?
If you have a Sorenson VP-200, the Call Waiting feature is already included. Because only Sorenson videophones support Call Waiting, only callers using Sorenson videophones can be placed on hold. For example this feature allows a VP-200 to put a VP-100 on hold.
How many calls can I hold with Call Waiting?
Only one call can be put on hold at a time. If you receive a third caller and already have one on hold, the third caller will receive a busy message on their screen.
If I have a VP-100, can I place a call on hold using Call Waiting?
If you have a Sorenson VP-100 videophone, you may not put another call on hold. If someone tries to call you, they will receive a busy signal on their screen.
Only Sorenson VP-200 videophones can put another call on hold.
What will Call Waiting look like when I am in a Full Screen mode?
If you are using a full screen while you are in a call, the menu bar will not be displayed. To display the menu bar, press Enter on the remote and the menu bar will appear on the screen. You will then be able to see if you have another caller on hold. Remember, it is important to check often to see if you have a caller on hold.
What will Call Waiting look like when I am in a Windowed Screen mode?
If you are using a windowed screen while you are in a call, the menu bar will automatically be displayed on the screen. You will not need to press Enter on the remote to display the menu bar.
What will Call Waiting look like when I am in a Dual Screen mode?
If you are using a dual screen while you are in a call, the menu bar will not be displayed. To display the menu bar, press Enter on the remote and the menu bar will appear on the screen. You will then be able to see if you have another caller on hold. Remember it is important to check often to see if you have a caller on hold.
Can I Put VCO Calls on Hold in Call Waiting?
Yes, but you must manually mute the voice telephone line used for VCO calls.
Although the VP-200 can place the video connection on hold, the VP-200 cannot put the voice telephone used for VCO on hold. Unless you remember to manually mute the voice telephone line, the hearing person will continue to hear your voice even though the VP-200 connection to the Sorenson interpreter has been placed on hold.
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System Requirements
What do I need to use Sorenson VRS?
Currently, Sorenson VRS supports the Sorenson VRS equipment/videophones, Sorenson EnVision SL, and Microsoft NetMeeting solutions. All of the solutions will require a high speed (broadband) Internet connection to transmit the video. You do not need to purchase a computer if you plan to use a TV with a Sorenson videophone.
Sorenson VRS Equipment/Videophone System Requirements:
- 256K broadband Internet connection (i.e. DSL,Cable,LAN or high speed IP connection)
- Sorenson VP-100 (videophone appliance)
- TV with video input
Sorenson EnVision SL System Requirements:
- 128K (256K recommended) broadband Internet connection (i.e. DSL,Cable,LAN or high speed IP connection)
- Pentium III 333Mhz processor or faster
- Windows 98 SE/2000/XP (2000/XP - Must use Admin level login.
XP only - Internet Connection Firewall must be disabled)
- 64 MB RAM
- 15 MB free hard disk space
- VGA/SVGA monitor with 16-bit color (24-bit recommended)
- Compatible Web cameras:
- Logitech® QuickCAM® pro 4000
- Logitech® QuickCAM® pro 3000
- Kodak® DV325 Color Cam
- D-Link® DSB-C300 Webcam
- Creative Labs WebCam Pro
- Micro Innovations WebCam Plus Internet Video Camera
Note: This list only identifies video capture devices that were tested and performed in a satisfactory manner. Other video capture devices might also work with EnVision SL.
Note: Make sure that when you buy a video camera with a CCD sensor, it is within the technical specifications listed on the box. You want to avoid CMOS sensors, since this type can slow down your video conference capabilities.
Microsoft NetMeeting System Requirements:
The following are the minimum system requirements to install and run Microsoft NetMeeting.
- 128K (256K recommended) broadband Internet connection (i.e. DSL,Cable,LAN or high speed IP connection)
- 90 megahertz (MHz) Pentium processor
- 16 megabytes (MB) of RAM for Microsoft Windows 95, Windows 98, Windows ME
- 24 megabytes (MB) of RAM for Microsoft Windows NT version 4.0 (Microsoft Windows NT 4.0 Service Pack 3 or later is required to enable sharing programs on Windows NT.)
- Microsoft Internet Explorer version 4.01 or later
- 4 MB of free hard disk space (an additional 10 MB is needed during installation only to accommodate the initial setup files)
- Sound card with microphone and speakers (required for audio support)
Note: to use the data, audio, and video features of NetMeeting, your computer must meet the following hardware requirements:
- For Windows 95, Windows 98, or Windows ME, a Pentium 90 processor with 16 MB of RAM (a Pentium 133 processor or better with at least 16 MB of RAM is recommended)
- For Windows NT, a Pentium 90 processor with 24 MB of RAM (a Pentium 133 processor or better with at least 32 MB of RAM is recommended)
- 4 MB of free hard disk space (an additional 10 MB is needed during installation only to accommodate the initial setup files)
- Sound card with microphone and speakers (sound card required for both audio and video support)
- Video capture card or camera that provides a Video for Windows capture driver (required for video support)
To get a broadband connection for your home, contact your local telephone company or cable service provider. Ask your phone company or cable provider about the upload and download minimum speed on your DSL when ordering services. It is recommended that you have a minimum speed of 128 kbps upload and 256 kbps download
What is cable?
Cable Internet service is offered by many cable TV companies. Cable can provide up to 10 to 20 Mbps of data transmission downstream and 300 Kbps in upstream. However, the speed depends on the network congestion.
What is DSL?
Most major phone companies offer Digital Subscriber Lines (DSL). If your location already has a standard telephone line installed, you might not be required to have an additional line installed. However, phone companies offer different types of DSL service depending on how much you want to spend.
Does Sorenson VRS work with a Macintosh computer?
Sorenson VRS is not currently compatible with any Apple computers. It is recommended that Macintosh users apply for free Sorenson VRS equipment/videophone to use with their TV.
What is a firewall?
A firewall is a system in the network that prevents unauthorized access to private information data by outside computer users.
Can I connect to Sorenson VRS if my company (or home) network has a firewall?
Yes, when you use Sorenson VRS to call other users over the Internet, several IP ports are required to establish the outbound connection. If you use a firewall to connect to the Internet, it must be configured so that the IP ports are not blocked. For more information on configuring your network, please see the Support section of this Web site.
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Sorenson EnVision SL
Can I use other video software with Sorenson VRS?
Only Sorenson EnVision SL or Microsoft NetMeeting is able to connect to www.sorensonvrs.com at this time.
Do I need a Web camera?
Yes, you must have a separate Web (video) camera to use Sorenson VRS with Sorenson EnVision SL or Microsoft NetMeeting. However, if you use Sorenson VRS with Sorenson VRS equipment/videophone, then a separate Web camera is not required since a camera is included in the VRS equipment/videophone.
Can I use a 56k modem or regular phone line to conduct a video relay call using Sorenson EnVision SL or NetMeeting?
No, 56k dial-up modems are too slow for video connections.
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Sorenson VRI
Does Sorenson VRS accept Video Remote Interpreting (VRI) calls?
No, Sorenson VRS only supports video relay calls where the video relay interpreter, hearing individual, and deaf or hard-of-hearing individual are all located in three (3) separate locations. Sorenson VRS is not meant to be a substitute for Video Remote Interpreting (VRI). On a VRI call, both the deaf and hearing individuals are located in the same room and the interpreter is in a remote location. With Sorenson VRS, the deaf individual and the hearing individual are in two (2) different locations and are connected through a Sorenson VRS interpreter located at one of the Sorenson VRS call centers.
However, Sorenson Communications, the company that provides Sorenson VRS now offers Sorenson Video Remote Interpreting (VRI). This is a separate fee-based service that enables deaf and hearing individuals who are in the same location to easily conduct conversations through a video remote interpreter, via videophone technology and a high-speed Internet connection. To conduct a VRI call, simply set up an account and schedule an appointment with Sorenson VRI. Sorenson VRI assists companies and organizations to comply with the current Americans with Disabilities Act (ADA) regulations. For more information about Sorenson VRI, please visit www.sorensonvri.com.
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