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.
Real Numbers
How is a real number different from my Sorenson videophone (proxy) number?
Can I have only a DirectVP number or local number from Sorenson?
Can I have more than one local 10-digit number on one videophone?
What is a proxy number?
Will my Sorenson videophone number continue to work? (For customers installed prior to 2009 only.)
Why do I need to get a local or DirectVP number?
What type of calls will incur long distance charges?
Will my new number be listed in the regular phone book?
What if I want my number to be listed?
Can people call me point-to-point using my new number?
What is a DirectVP number?
Why use a DirectVP number?
How can I get a DirectVP number?
How much does a DirectVP number cost?
Will my DirectVP number work for videophone to videophone calls?
Will my Sorenson videophone number still work?
How can I create personalized contact cards?
How can I share/give out my DirectVP number?
How do I port my number to Sorenson?
I have chosen a different default provider, but am having technical difficulties with the Sorenson videophone I use. How can I get technical support?
How is a real number different from my Sorenson videophone (proxy) number?
With a real number, hearing individuals will not need to dial 1-866-FAST-VRS and then provide the interpreter with your videophone number. Instead, they simply dial your 10-digit number and a Sorenson interpreter will automatically connect the call.
The FCC order related to real numbers calls for the elimination of proxy numbers. After June 30th your real 10-digit number will be the number that connects to your videophone.
Can I have only a DirectVP number or local number from Sorenson?
Every Sorenson videophone user will be assigned both a DirectVP number and a local 10-digit number, if available. You are welcome to give out and use whichever you prefer or both. You can even select which number appears on your home screen and for your caller ID. Both numbers will work on your videophone.
Can I have more than one local 10-digit number on one videophone?
Yes, but only a Sorenson number on a Sorenson videophone will automatically keep your IP address up to date. Other providers will require you to contact them when your Internet Service Provider changes your IP address. You can also have a local 10-digit number and a DirectVP number on the same phone.
What is a proxy number?
A proxy number, or Sorenson videophone number, is the number assigned to a Sorenson videophone before local 10-digit and DirectVP numbers were available. These numbers are not tied to the national numbering database.
The FCC currently requires that proxy numbers stop working on June 30, 2009.
Will my Sorenson videophone number continue to work? (For customers installed prior to 2009 only.)
Your Sorenson videophone number, also called a proxy number, will continue to work for now. The current FCC ruling states that proxy numbers will stop working on June 30, 2009. Once you get a local 10-digit number, if someone calls your Sorenson videophone number, the caller will receive a message that your number has been changed and will be given the new number. The hearing caller can then ask the interpreter to connect the call.
Why do I need to get a local or DirectVP number?
On June 24th, 2008 the FCC announced that it will adopt a system so that all VRS providers can assign real telephone numbers to all relay users - like you. One of the goals of this new numbering system is to make it possible for you to be reached through one number, because the use of one number will be similar or "functionally equivalent" to what all hearing people have today.
Additionally, the FCC is requiring that all relay providers quickly route 911 calls to the appropriate emergency services contact point by registering the location of each videophone.
Sorenson Video Relay Service (SVRS) is pleased to be the first to offer two types of functionally-equivalent numbers:
Local 10-digit numbers
DirectVP numbers
Local 10-digit numbers indicate the geographic location, or "area code," in which you live or work. Calls to a local 10-digit number from hearing callers who are outside your local calling area may cause the hearing caller to incur long distance charges.
DirectVP numbers are toll-free numbers, which means that your hearing contacts will not be charged for the calls that they make to your DirectVP number, even if they are calling from another state.
What type of calls will incur long distance charges?
Hearing individuals who live outside of your local area may be charged a fee for long distance calls to your local 10-digit number. VRS calls made by deaf individuals are always free.
Will my new number be listed in the regular phone book?
No, your new number will not be listed, unless you specifically request that it be listed. If you wish to be listed in the regular phone book, contact the Sorenson Customer Information Group at 800-659-4810 and request that your local number be listed in the directory. If you choose to list your number but prefer to not be contacted by telemarketers, you can add your number to the National Do Not Call Registry at www.donotcall.gov.
What if I want my number to be listed?
We will be happy to make that change for you. Please call our customer information group at 800-659-4810 and request that your local number be listed in the directory. If you choose to list your number but prefer to not be contacted by telemarketers, you can add your number to the National Do Not Call Registry at www.donotcall.gov.
Can people call me point-to-point using my new number?
All of your Sorenson numbers will work for calls to and from any deaf individual who is also using a Sorenson videophone with a Sorenson number. The national numbering database is managed by NeuStar, a company independent from Sorenson. NeuStar has a contract with the FCC to create and manage this central database.
What is a DirectVP number?
A DirectVP number is a personal phone number for our deaf users, which may be given to their hearing and deaf friends, family, co-workers, and associates making it possible for anyone to dial a single phone number, free of charge, from anywhere in the country.
Why use a DirectVP number?
When dialed, the number is instantly transferred to the SVRS interpreter. Deaf users can give out one number and hearing people are no longer required to dial the 1-866-FAST-VRS number and then tell the interpreter the videophone number they wish to call.
How can I get a DirectVP number?
Please visit www.sorensonvrs.com/directvp to watch ASL videos and learn more about DirectVP numbers and how to get your own.
Learn more about Direct VP
Watch the video
How much does a DirectVP number cost?
DirectVP numbers are available to any deaf person using a Sorenson videophone for free. If you do not have a Sorenson videophone, you can apply for a free videophone at www.sorensonvrs.com/apply.
Will my DirectVP number work for videophone to videophone calls?
Yes, your DirectVP number can be used by both your hearing and deaf friends.
Will my Sorenson videophone number still work?
You can still use your Sorenson videophone number. In fact, hearing people will still be able to use that number to call you through the 866-FAST-VRS number.
How can I create personalized contact cards?
After your Sorenson VRS (SVRS) equipment is installed in your home or office, you can easily call all your hearing friends, family, and business contacts. And, anyone can call you using Sorenson VRS. All you need to do is tell all your hearing contacts about SVRS. To do so, you can give each of your hearing contacts a personalized SVRS Contact Card. There are two types of SVRS Contact Cards. One is for use with your Sorenson videophone number. The other is for use with your SVRS DirectVP number, if you have chosen to get one. The cards are very easy to use. Click on the link below to create your own personalized contact cards.
How can I share/give out my DirectVP number?
You can share your DirectVP number with all your hearing and deaf family and friends so they can dial you direct. Your DirectVP number can be given out in numerous ways:
- Through word of mouth
- Business cards
- DirectVP contact cards
- Add your DirectVP number to www.deafVP.com. Keep in mind that the Sorenson deafVP.com is a public directory. If you add your number to this directory, it is available for the public to view.
How do I port my number to Sorenson?
To port your number to Sorenson, you will need to fill out the Letter of Agreement here and send the letter to Sorenson.
I have chosen a different default provider, but am having technical difficulties with the Sorenson videophone I use. How can I get technical support?
Your default provider is responsible for providing you VRS, E911, and all other services. If you would like to port your number to Sorenson, our knowledgeable tech support team will be happy to help you.
