Frequently Asked Questions

Here are questions that customers have asked us, compiled into four categories:

General VRS Questions

What are the operating hours for VRS?

VRS is available 24 hours a day, 7 days a week, including holidays.

Who can use VRS?

Deaf, late deafened, hard of hearing, oral or American Sign Language users can use VRS through a web-cam or a videophone to connect to a hearing caller with a standard telephone.

Can I use VRS to call other countries?

With VRS, you can call any telephone number in the world (with the exception of 900 numbers). Video Relay users can place international calls but cannot receive international calls. All VRS calls must either originate or terminate in the United States and/or U.S. territories.
VRS calls can be processed in the following countries:

Argentina
Australia
Austria
Bahamas
Belgium
Brazil
British Virgin Islands
Canada
Cayman Islands
Chile
China
Colombia
Costa Rica
Denmark
Dominican Republic
El Salvador
France
Germany

Greece
Guatemala
Honduras
Hong Kong
India
Indonesia
Ireland
Israel
Italy
Jamaica
Japan
Korea, Republic of
Malaysia
Mexico
Netherlands
New Zealand
Norway
Panama

Peru
Philippines
Russia
Saudi Arabia
Singapore
South Africa
Spain
Sweden
Switzerland
Taiwan
Thailand
Turkey
United Kingdom
Venezuela

What is the cost to use VRS?

With local or long distance calls, there is absolutely no cost to either the hearing or the deaf or hard of hearing parties.

Are my calls confidential when using VRS?

All calls handled by VRS are kept strictly confidential. By law, no relay employee can share ANY information from a relay conversation. There are NO records/documents/recordings of any relay conversation.

Are all VRS interpreters certified?

Yes, we have professionally-trained interpreters certified by the National Association of the Deaf (Levels 4 and 5); Registry of Interpreters for the Deaf (CI-CT/CSC/NIC, NIC Advanced, NIC Master); and/or state certification and licensure where applicable, in order to provide quality video interpreting services. Our service has a pool of skilled interpreters with extensive experience in the provision of video interpreting services.

Can a voice user call me through VRS?

Definitely! The easiest way for a hearing person to contact you through any VRS is for you to sign up for your own Personal 800 Number (Offered free from CSDVRS!) This will allow your hearing callers to only need to dial ONE phone number to be connected to your video equipment. No additional instructions are required for them to contact you.

If you don't have a personal 800 Number yet, your voice callers can call you by dialing VRS at 1-866-WANT-VRS or 1-866-926-8877. They'll need to give the Video Interpreter one of the following to connect to your video equipment:

Video Mail extension number
An IP address
Name of registered VRS User

Can I use a VP-100/200 to call VRS?

Yes, the FCC requires that you be able to choose which VRS to use, regardless of the type of equipment you use. Click here for instructions on how to add CSDVRS.tv to your videophone.

Can I call 911 through VRS?

No. Due to current limitations of Video Relay Service, emergency calls made through VRS, cannot be immediately routed to the nearest public safety answering point (PSAP). VRS staff would need to manually research the phone number and contact the PSAP. Because of the additional time required for call set-up, VRS is not a viable option for placing emergency calls. CSDVRS urges you to instead use traditional TTY relay service for emergency calls to avoid possible life-threatening delay. It is encouraged that you call 911 directly with your TTY. 9-1-1 centers are required by The Americans with Disabilities Act (ADA) to have TTYs and be prepared to handle emergencies.

Can I use 711 with VRS?

No. 7-1-1 is set up to transfer your call to the relay of the state that you are in. VRS is not connected to any one state's transfer system.

Can I call numbers that start with "900" through VRS?

VRS is not able to process "900" calls due to billing issues and potential fraud issues.

Can I call a TTY user through VRS?

No. Only calls made to a standard telephone can be processed.

Can I call a CapTel user through VRS?

Yes. You may call a CapTel user and would simply need to provide the interpreter the CapTel User's phone number, the same way as if it were a phone number of a hearing person you were calling.

Does VRS record and monitor VRS calls?

Absolutely not. We do not monitor or record any relay conversations. It is your conversation and we respect your privacy.

Can I request to change to a different Video Interpreter before I make a VRS call?

Yes, you may request to be transferred to an available interpreter.

Can I give the Video Interpreter additional instructions before the call?

Yes, it is always helpful if you share instructions such as if there is a specific department or name of person you want to speak to, or if you are needing specific information (i.e. What time do they close?). If you are making a call through www.csdvrs.com, you can type in all the information in the comment box. You can also continue to type information after the call has started such as a long tracking number.

Are Video Relay Service (VRS) and Video Remote Interpreting (VRI) same thing?

No. VRS and VRI are not the same. With VRI, the Deaf or HOH person and the hearing person are in the same room and use an Interpreter who is located elsewhere. With VRS, the Deaf or HOH person and the hearing person are in different locations and communicate over the telephone through an Interpreter. This service is for VRS only.

Who funds VRS?

Under the Americans with Disabilities Act, all long distance telephone companies are required to pay a percentage of the money that they collect from their subscribers into a national telecommunications relay services fund. This interstate fund is administered by NECA (National Exchange Carriers Association). NECA uses the money in the Interstate Relay Fund to reimburse relay providers for all of the interstate telecommunications relay services that they provide. In addition, that money is used to fund both intra- and interstate VRS.

Confidentiality & Privacy Policy

CSDVRS.com IS a secure site. Just like you, we place a high value on confidentiality. The profile information you provide though this site is not shared or used for any other purposes. It is our policy to keep this information secure and not transfer, sell or distribute this data. If you have further questions or concerns, feel free to contact our Customer Service.

Your Account

Why should I set up a CSDVRS account?

A CSDVRS Account is like a member profile, with all your important contact information, and preferences. This is where you customize our services to fit your needs, and our interpreters will be able to quickly meet your preferences.

Video Mail: When you sign up for Video Mail, you'll have your own answering machine! Having an Account allows for Video Mail messages to be sent to your e-mail and/or pager address.

Personal 800 Number: After signing up, you are given a personal toll free number for your work and / or home numbers that are registered.

Voice Carry Over (VCO) Users:: Register as a VCO user, and the VI will know immediately that you wish to use your voice. You also select 1 of 3 communication methods (ASL, English-based Signing, or English-based Signing with Lip-Reading). Be sure to enter your VCO Call Back phone number so the VI can quickly connect to your voice, before connecting you to your hearing caller.

Spanish VRS: In your account, you can also set up what language that your hearing callers will use when calling YOU. (English only, Spanish only, or Both English and Spanish.) This will allow your Spanish speaking callers to immediately reach a VI who speaks Spanish when they call your Personal 800 Number.

Phone Book: Enter your frequently called phone numbers and a nickname in your phone book. Simply tell the VI, I want to call "Mom" – and the VI will immediately dial the phone number directly from your phone book.

Personalized Business Cards: Print cards with your name and direct phone number and keep handy in your wallet. These are perfect to share with your co-workers, family, and friends to encourage them to call you through VRS. Deaf and hard of hearing people shouldn't always have to initiate VRS calls... Not anymore...

How many accounts can I set up?

You will only need to set up one account. You can have up to two videophone addresses in each account. You can list a primary and secondary Videophone Address in each account. For example, if you want the Video Interpreter to call your work VP first, if you don't answer, then the VI will call your home VP second – you would enter your work VP address as a primary IP address, and your home VP address in the secondary IP address field.

You can only have one personal 800 Number for each account. If you want a separate personal 800 Number for your home and work, you will need to set up two separate accounts for each VP – with the correct VP Address.

How do I edit my Account?

You can edit your Account by logging in with your username and password. Visit: http://www.csdvrs.com/member/login.aspx to edit account."

I have forgotten my Password. What do I do?

Visit this page: http://www.csdvrs.com/member/forgotpwd.aspx , and enter your e-mail address that was registered in your Account. You'll then receive an e-mail with your new password.

How can I print my personalized business cards?

You'll need to login to your Account at http://www.csdvrs.com/member/login.aspx, click on "My Account" and then click on "Business Cards." Or you can use this template and enter your information, then print them.

Features

What is Video Mail?

Video Mail is like having your own answering machine. When people who call you through VRS and if you aren't available to answer the call, the Video Interpreter can sign and record your hearing caller's message and e-mail it to you. If you've signed up for pager notification, you will also leave a text message notifying you of the call. With our NEW Who Just Called? Service You can sign up for Video Mail in your CSDVRS Account.

How do I retrieve Video Mail Messages?

Video Mail messages are sent to your preferred e-mail. In the e-mail you will see an attachment of a video clip that includes the Video Mail Message. Simply open that attachment and view the Video Message. You will need to use Window Media Player to review your messages. To obtain Windows Media Player, click here. Mac Users, please click here for the Mac version of Windows Media Player.

How long can I store my Video Mail Message?

You can store your Video Mail messages in your e-mail for as long as it will allow you, or you can save it on your computer for as long as you would like.

Is there a limit of how many Video Mail Messages I can retrieve?

No. You can retrieve as many Video Mail Messages as are sent, depending on the limitations your E-mail provider places on your inbox. An E-mail provider may have limits on the size of files left in your E-mail account. Video files are generally larger than text files, and receiving multiple video files can impact your ability to receive e-mail. It's a good idea to store Video Mail messages that you want to save in a separate folder. Contact your E-mail Service Customer Service Department for details on the capacity of your specific e-mail account.

What is a Personal 800 Number?

Having your own personal 800 number allows you to receive calls directly from your hearing callers without the complications of extension numbers or instructions. Your number will make reaching you easier and quicker. This is the hottest feature — you'll love it! To get yours, contact Customer Service directly.

What is Spanish VRS?

Sign language to Spanish is now available for deaf and hard of hearing sign language users to communicate with hearing persons that speak Spanish. Video interpreters will translate sign language into Spanish, and Spanish into sign language. (Spanish sign language to Spanish is currently not available.) Your Spanish speaking hearing callers can also call YOU through Spanish VRS. For more information on Spanish VRS, please click here

What is VCO?

Voice Carry-Over (VCO) is a feature for deaf or hard of hearing callers who prefer to speak directly to the hearing caller using a standard telephone with the assistance of the video interpreter (VI) who will relay the hearing caller's conversation using sign language and lip movements. The hearing caller will hear your voice. For more information on VCO, please click here..

Technical Questions

What is Cable Service?

Internet services are often offered by cable television companies. Cable modems can provide up to 10 - 20 Mbps of data transmission downstream and 300 Kbps in upstream. However, the speed depends on the network traffic. To use VRS, a minimum of 128Kbps of upload and download speed is required. However, it is recommended that you have 256kbps upload speed or higher, and 256 Kbps download speed or higher.

What is DSL Service?

Most major phone companies offer Digital Subscriber Lines (DSL). If your location already has a standard POTS line installed, you may not be required to have an additional line installed. However, phone companies offer different types of DSL services, depending on how much you want to spend. The faster the service, the more expensive the service can be. Ask your phone company about getting the minimum of 128 Kbps upload and download speed on your DSL services when ordering your DSL service. Recommendations are to have 256kbps upload speed or higher, and 256 Kbps download speed or higher.

What are the technical specifications for my computer to use VRS?

PC:
   • Pentium III - 800 Mhz or higher p
   • 8MB video card (16 MB video card is recommended)
   • 16K color (minimum)
   • 256 MB RAM
   • 20 MB free disk space
   • USB based web cam
   • Cable, DSL, or other broadband Internet connection

Currently, Mac Users are not able to connect to VRS, to our satisfaction. We are currently working to develop a solution for Mac Users to access our services. Once a satisfactory solution is ready, we will share this information.

Which web camera is recommended?

The recommended web cameras that have CCD sensors are:

1. Logitech Quickcam for Notebook Pro
2. Logitech Quickcam Pro 4000 or 5000

You'll want to buy a web camera with a CCD sensor. CCD sensors are listed on the technical specifications on the box. We do not recommend purchasing a camera with CMOS sensors; this type of sensor may slow down your videoconference capabilities.

Why do I need to download Active X?

By downloading the Active X software, the video quality of your VRS call will be improved. This is a one-time download software that is required in order to make VRS calls. The process is very simple and quick. To download the Active X software, click here (include link to download). For more information on Active X, contact VRS Customer Service for step by step instructions.

Can I make VRS calls via pagers or PDAs?

Currently, there is no existing technology that will allow you to make a video call through a pager or PDA. As technology evolves, CSDVRS will bring its customers the latest innovations.

Can I use VRS if my company has a firewall?

Yes, please see below for the settings, depending on the type of video equipment that is being used. We can work with your company's IT person if you provide us with contact information to ensure that it's set up correctly.

For Netmeeting and Web-based calls:

1. NAT 1 to 1 (1 public IP address to 1 private IP address) or a public IP address

2. For incoming calls, pass incoming ports to the PC:

	1720 TCP
	1024-65535 UDP
	1503 TCP

3. For outgoing calls, allow outgoing ports to our VRS platform:

	1720 TCP
	1503 TCP
	1024-65535 UDP
	Agent IP addresses: 65.117.74.0/24 65.117.75.0/24 65.117.76.0/24 216.58.241.0/24 216.58.242.0/24 216.58.243.0/24

For Videophone Calls (i2eye, vp-100)
1. NAT 1 to 1 (1 public IP address to 1 private IP address) or a public IP address

2. For incoming calls, pass incoming ports to the PC:

	1720 TCP
	15328-15333 TCP\UDP

3. For outgoing calls, allow outgoing ports to our VRS platform:

	1720 TCP
	IP addresses: 65.117.78.128/26 216.58.243.0/24

How do I test my broadband connection speed?

You may visit the webpage: http://www.speedtest.net/

How do I download NetMeeting?

If you have not previously downloaded Microsoft NetMeeting on your computer:
1. Go to Windows NetMeeting Download page.
2. From this web page, you can download NetMeeting according to your operating system.
3. Open the file that you downloaded. This will install NetMeeting.