FAQs

General

1. What is Relay Service?
Relay Service is a communication service that connects individuals who are deaf, hard of hearing, deaf-blind or have difficulty speaking that may use specialized telephone equipment to people who use standard telephones.

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2. How do I call Relay?
Simply dial 711 and a Communication Assistant (CA) will answer your call. The 711 access number is toll free and it can be used nationwide, anytime.

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3. How would I know if I am receiving a call from relay service?
Your phone would ring, and when you answered it you would hear, "Relay operator 1234 have you ever received a relay call before?" The most important thing to do at this point is to not hang up, because there is a person waiting to talk to you. If you tell the operator that you have never had a relay call before the operator will quickly explain how it works and connect you with the relay user.

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4. Is there a charge to use relay?
Relay users will not be charged for Relay services, when placing local calls. However, callers may be charged for long distance calls.

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5. Who administers the relay services?
For 7-1-1 Relay services, in most states the Public Service Commission or Public Utility Commission administers Relay. Relay providers are selected through a bidding process. Once a provider is selected, they enter a contract agreement that is valid for a specified amount of time and must meet the regulations of the state requirements in the contract, as well as the FCC TRS regulations.

Captioned Telephone services are administered by the Federal Communications Commission.

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Traditional Relay services

1. Where does Hamilton provide 7-1-1 relay services?
Hamilton provides 7-1-1 services in a number of states and US Territories. To find out if Hamilton provides 7-1-1 relay services in your state, please visit this page: http://www.hamiltonrelay.com/state_711_relay/index.html

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2. What types of services does Hamilton offer?
Hamilton Relay offers a variety of relay services available with 7-1-1 to match the different needs and preferences of our customers. Customers can choose from the following call types:
  • TTY
  • Voice Carry Over (VCO)
  • Hearing Carry Over (HCO)
  • Speech-to-Speech
  • Captioned Telephone

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3. Who Administers relay services that are provided in states?
In most states the Public Service Commission or Public Utility Commission administers Relay. Relay providers are selected through a bidding process. Once a provider is selected, they enter a contract agreement that is valid for a specified amount of time and must meet the regulations of the state requirements in the contract, as well as the FCC TRS regulations.

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Captioned Telephone services

1. What is Captioned Telephone?
Captioned Telephone (or CapTel®) is a telephone technology that allows people to receive word-for-word captions of their telephone conversations. It is similar in concept to Captioned Television, where spoken words appear as written text for viewers to read. The CapTel phone looks and works like any traditional phone, with callers talking and listening to each other, but with one very significant difference: Captions are provided live for every phone call. The captions are displayed on the phone's built-in screen so the user can read the words while listening to the voice of the other party. So if the CapTel phone user has difficulty hearing what the caller says, he or she can easily read the captions for clarification.

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2. How does CapTel work?
The CapTel user dials the number of the person they wish to call on the CapTel phone. By clicking on the Captions Button to activate captions, the call is transparently connected to a captioning service that provides the captioning. At the CapTel service center, a specially trained operator uses the latest in voice-recognition technology to transcribe whatever is being said by the other party. The voice recognition system generates the operator's voice into captions, which are bundled with the speaking party's actual voice and sent directly to the CapTel phone. When the CapTel phone receives this combined information, the voice and captions are split so that the voice goes to the earpiece of the phone and the captions go to the display screen.

PLEASE NOTE:
The CapTel Captioned Telephone is designed for people who have difficulty hearing over the phone. People who do not require captioning support for their telephone calls should only use the CapTel phone with the CAPTIONS featured turned off. The CapTel phone is intended to facilitate telephone communication between two or more parties on a telephone call. Any other use of the phone is considered a violation or misuse of the service.

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3. How do I get started with using CapTel services?
Visit http://www.hamiltonrelay.com/captel/index.html and choose the state of where you want to use the service. If your state is not listed, select "National CapTel".

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Internet Relay services

1. Does Hamilton Relay have Internet Relay services?
As of May 15, 2013 Hamilton is discontinuing its Internet Relay services. For individuals who want to use Internet Relay services, a list of providers can be found at: http://www.fcc.gov/encyclopedia/trs-providers.

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2. I have a Hamilton HomeTown Number, can I keep this number?
You may port your number to another Internet Relay service provider. We will keep your HomeTown number until May 30th. If the number is not ported to another provider on or prior to May 30th, the number will no longer be in service.

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3. I have a speed dial list and some settings associated to my HomeTown number, will that information be ported to my new provider?
When you port your number to your new provider, your speed dial list and other settings will not be transferred. You will want to document your speed dial list and other settings in your Hamilton account prior to May 15th.

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