Frequently Asked Questions
Below are general Frequently Asked Questions (FAQ) and answers. These FAQs have been organized into categories to make it easy for you to learn about Sorenson VRS (SVRS), the VP-200 videophone, and the many features that are accessible through SVRS. Select the tab below that represents the category you are interested in. Under each tab, questions are grouped into more specific topics. Click the question you are interested in to view the answer, or scroll down the page to review all of the questions and answers together in that category.
General SVRS
What is Sorenson VRS?
Will I be billed for calls placed through Sorenson VRS?
How is Sorenson VRS funded?
What are the Sorenson VRS operating hours?
Are the Sorenson VRS interpreters qualified?
Is the information I share through Sorenson VRS kept confidential?
Does Sorenson VRS follow the policies contained in the Privacy Rule of the Health Insurance Portability and Accountability Act (HIPAA)?
Why do interpreters sometimes use the privacy button?
Am I required to use Sorenson VRS for a minimum number of minutes each month to keep my Sorenson VRS equipment (videophone)?
There is a lot of discussion about the digital television (DTV) transition; will this affect my Sorenson videophone?
What makes Sorenson VRS better than other video relay solutions?
Why can't I schedule video relay calls?
Will Sorenson Communications ever ask for my personal financial information?
Does Sorenson VRS work with an Apple (Mac, or iMac) computer?
What is a Voice Carry Over (VCO) call?
What do I need to use Sorenson VRS?
What is cable Internet?
What is DSL?
How can I keep up to date with Sorenson Communications?
How can I learn more about SVRS?
What are some helpful tips to improve my VRS call?
Can I request to change my interpreters before I make my VRS call?
Can I use Sorenson VRS to make international phone calls?
How do I get a Sorenson VP-200 Videophone?
How can I place a Sorenson VRS Call?
How do I receive an incoming VRS call?
What is High-speed Internet?
Why do you need a high-speed Internet connection to use a Sorenson videophone?
What is Sorenson VRS?
Sorenson Video Relay Service (SVRS) is a free 24-hour service for the deaf and hard-of-hearing community that enables anyone to conduct video relay calls with family, friends, or business associates. Calls are placed and received through a professional American Sign Language (ASL) interpreter via a high-speed Internet connection and VRS equipment (i.e., a Sorenson VP-200 videophone and standard TV). A VRS call involves three persons 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 persons to make/receive phone calls.
Will I be billed for calls placed through Sorenson VRS?
There is no cost for any video relay calls completed through Sorenson VRS.
How is Sorenson VRS funded?
All VRS companies are funded by a federal fund, administered by NECA (National Exchange Carriers Association) which 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.
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, NIC, NIC Advanced, NIC Master) 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 as 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)?
Yes, 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.
Am I required to use Sorenson VRS for a minimum number of minutes each month to keep my Sorenson VRS equipment (videophone)?
No. There are no minimum VRS usage requirements for getting or keeping Sorenson VRS equipment.
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.
What makes Sorenson VRS better than other video relay solutions?
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, and complex installation.
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 Interpreting Center. Also, only Sorenson VRS provides a wide array of free support resources.
Why can't I schedule video relay calls?
In order to be in compliance with an FCC ruling, video relay calls cannot be scheduled. VRS calls can be made at anytime. Sorenson VRS services are available 24 hours a day, seven days a week, to allow users to make calls whenever they want.
Will Sorenson Communications ever ask for my personal financial information?
Sorenson Communications will never call you to ask for sensitive personal or financial information. Unfortunately, Sorenson VRS and IP Relay (SIPRelay) Service have been used in the past to conduct scams. Sorenson is vigilant to prevent and terminate all scams that try to take advantage of their systems and services and customers.
Remember; never provide your personal or financial information when you receive a relay service call from someone you do not know. These persons may claim that they are calling on behalf of Sorenson Communications and ask the deaf person to provide personal or financial information, such as bank account routing information, credit card numbers, or social security numbers. For example, one person [scammer] used Sorenson VRS and claimed the deaf person contacted had won a Sorenson-sponsored "lottery." The scammer deceptively claimed that the deaf person must pay a "fee" prior to collecting his or her "winnings" and then asked 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 Sorenson Communications, please immediately alert Sorenson Communications by sending an e-mail to VRScomments@sorenson.com. Immediate investigation will begin to stop fraudulent activity.
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/.
Does Sorenson VRS work with an Apple (Mac, or iMac) 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 Voice Carry Over (VCO) call?
If you want to use your own voice to speak to the hearing people you call using Sorenson VRS, you can use our "Voice Carry Over" (VCO) feature. During a VCO call, the Sorenson interpreter relays the hearing person's part of the conversation in ASL to you while you speak using your own voice. To be able to make Sorenson VRS-VCO calls, a standard voice telephone or cell phone must be available near the Sorenson videophone. Your Sorenson interpreter will call your voice phone before calling the hearing person whom you wish to contact.
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 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 or Sorenson VP-200 (videophone appliance)
- TV with video input
What is cable Internet?
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.
How can I keep up to date with Sorenson Communications?
Keep up to date with Sorenson Communications with our quarterly electronic newsletter. Interesting topics related to communications are addressed and, new service and product features are explained. We'll also keep you posted regarding Sorenson Communications events and activities.
Subscribe to the newsletter
Newsletter archive
How can I learn more about SVRS?
Take time to visit our "What is SVRS?" page for general information about SVRS. If you are interested in receiving a VP-200 videophone you can apply online.
If you already have a VP-200 an excellent hands-on reference is the Sorenson VRS Customer Guide. This notebook outlines key functions of the VP-200 and helps you get the most out of your VRS calls. Contact customer support if you have not received a Sorenson VRS Customer Guide.
What are some helpful tips to improve my VRS call?
There are some simple things you can do to improve the quality of your VRS call:
Lighting:
- 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.
Clothing:
- 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.
Camera 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.
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.
- 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.
- Our interpreters will be courteous and respectful just as we ask you to be in return.
- If an interpreter isn't meeting your needs, politely request another interpreter.
Leaving Messages:
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:
- 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 SVRS Toll-Free number, you can give that number instead.
- Then, state your full name.
- Then, state your Sorenson videophone number, including its area code, or state your SVRS Toll-Free number. Remember to leave either your Sorenson videophone number or your SVRS Toll-Free number as part of the message so that the hearing person can call you back through Sorenson VRS.
Using Interactive Voice Response (IVR) Systems:
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 them 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.
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:
- Slow down when signing a series of numbers and/or letters.
- 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
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.
Can I request to change my interpreters before I make my VRS call?
If an interpreter isn't meeting your needs, politely request another interpreter. Keep the following tips in mind:
- Please understand that your interpreters cannot have a personal conversation with you. Under federal guidelines, they are directed only to interpret 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.
- Our interpreters will be courteous and respectful just as we ask you to be in return.
Can I use Sorenson VRS to make international phone calls?
If you live in the United States, you can use Sorenson VRS to call anyone, anywhere in the world who speaks either English or Spanish. If you live outside the U.S.A. or are traveling abroad, you can make a Sorenson VRS call to any hearing person in the United States who speaks English or Spanish.
How do I get a Sorenson VP-200 Videophone?
You can use a Sorenson videophone to make Video Relay Service (VRS) calls to hearing individuals and point-to-point calls to other deaf individuals. Please note that the free Sorenson videophone is available for deaf and hard-of-hearing individuals who primarily use American Sign Language (ASL) to communicate. Click on the "Apply Now" button.
How can I place a Sorenson VRS Call?
Making a Sorenson VRS call is easy. When the Sorenson VP-200 was installed in your home or office, the trainer showed you how to use the VP-200's remote control. You use the remote control to make selections and to enter numbers on your television screen. The VP-200 takes care of the rest. Follow these steps to make a Sorenson VRS call:
Step 1: Using the VP-200's remote control, enter the phone number of the hearing person you want to call in the Dial field.
Step 2: Use the arrow keys on your remote to highlight the SVRS icon if it is not already highlighted. Then, push the remote's Enter key to dial the call.
Step 3: You will then be connected to the next available Sorenson VRS interpreter. There may be a short delay before an interpreter appears on your television screen.
Step 4: Tell the interpreter the name of the person or business you want to call. The interpreter will then dial the number of the hearing person. When connected, the interpreter will begin relaying the conversation.
Step 5: After you end the conversation, you can ask the interpreter to place another call for you or simply hang up.
How do I receive an incoming VRS call?
Answering a call from a hearing person is easy. When you receive an incoming call, the LightRing™ on the VP-200 videophone will flash to alert you to the call. Follow these steps to answer a Sorenson VRS call:
Step 1: When the LightRing on the VP-200 starts flashing, it means that you have an incoming call.
Step 2: A message on your television screen will indicate the incoming call. Select the Answer button to take the call by using the up and down arrow keys on the remote control and then pressing the remote's Enter key.
Step 3: If you answer the call, a Sorenson VRS interpreter will appear on your TV screen. You can then begin your conversation with the hearing caller.
What is high-speed Internet?
High-speed Internet or Broadband access, allows users to access the Internet and Internet-related services at significantly higher speeds than those available through "dial-up" Internet access services. High-speed Internet allows you to send and receive large amounts of information including video to be sent quickly over the Internet from a computer or videophone.
A high-speed Internet connection has a speed of at least 256k and is much faster that a dial-up connection. Broadband is a general term for the different types of high-speed Internet connection options provided by local Internet Service Providers (ISP) include DSL, and cable (which is different than cable TV).
Why do you need a high-speed Internet connection to use a Sorenson videophone?
In order for a Sorenson videophone to work properly, you must have a high-speed Internet or broadband connection. Only high-speed Internet provides the capacity to quickly send and receive high-quality video between videophone callers using sign language. If the Internet speed is below 256k, the overall picture quality will be poor. 56k or dial-up connections are too slow and do not allow video to be sent over the connection. Both cable and DSL Internet services will work with a Sorenson videophone.
