NJ CapTel & NJ Relay FAQs

For Frequently Asked Questions about NJ CapTel, please click here.

 

For Frequently Asked Questions about NJ Relay, please see below.

Who can use New Jersey Relay?

What is a Relay Operator (RO)?

Are relay conversations confidential?

How much does it cost to use New Jersey Relay?

Is there a time limit on how long a call can last?

How do I call New Jersey Relay?

How do I call a person who uses a TTY (Text Telephone or TDD), if I do not have one?

Can I still dial the dedicated toll free numbers to use NJ Relay instead of 7-1-1?

When dialing 7-1-1, I am unable to make a relay call. Why?

How do I connect to New Jersey Relay when the line keeps on ringing?

If I have Caller ID on my telephone, and call a person through New Jersey Relay, whose telephone number will show up?

Why is my number showing up on Caller ID when I have already placed a block?

How do I access relay service in another state when I am traveling?

How do I use a calling card to place a relay call?

Are languages other than English and Spanish offered by New Jersey Relay?

Why is it that sometimes I get a really good RO and sometimes I get a really crummy RO?

What do I do if the Relay Operator (RO) who processed my call did not follow the procedure?

Who do I call if I have problems making a relay call?

What are the commonly used TTY abbreviations?

What are my rights as a relay user?

How do I call a hearing person through New Jersey Relay?

When I attempt to make a relay call, the person "hung up" on me. Why?

When using the relay, I have a lot of trouble with interactive recordings. The Relay Operator (RO) always hangs up and redials. Why is that?

Why are Relay Operators (RO) unable to process my request to place a toll free (e.g. 800, 877, 888) or collect call sometimes?

As my long distance carrier is not Sprint, why was I billed by Sprint for making long distance calls through New Jersey Relay?

Why should I use New Jersey Relay? I can hear with my hearing aid or cochlear implant, and my amplified telephone.

What is the Customer Database Profile and how is it used?

Why are Relay Operators (RO) unable to process my request to place a toll free (e.g. 800, 877, 888) or collect call sometimes?

 

Who can use New Jersey Relay?

New Jersey Relay is the communication link allowing people who are deaf, hard of hearing, deaf-blind, and speech impaired to connect with people who use standard telephones, including hearing people who want to call a person who is deaf, hard of hearing, deaf-blind or speech impaired.

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How do I call New Jersey Relay?

It's simple and easy, just dial 7-1-1 and a Relay Operator (RO) will answer your call. The 7-1-1 access number is toll free, you only have to remember 3-digits and it can be used anywhere, anytime.

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Can I still dial the dedicated toll free numbers to use NJ Relay instead of 7-1-1?

Yes, you can continue using the 11-digit toll free numbers below. Also, you can use them if you are unable to place a relay call by dialing 7-1-1.

  • Voice: (800) 852-7897
  • TTY/ASCII: (800) 852-7899
  • VCO: (866) 658-7711
  • HCO: (800) 852-7899
  • STS: (866) 658-7712
  • Spanish: (866) 658-7714
  • Telebraille: (866) 658-7713
  • 900 Service: (900) 230-4149

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When dialing 7-1-1, I am unable to make a relay call. Why?

If you have problems with 7-1-1 when calling through your switchboard (which usually is a PBX telephone system), you will need to contact your PBX administrator to have the system reconfigured in order to allow 7-1-1 outdial. Information on how to set up and/or reconfigure your PBX system(s) can be obtained from your PBX administrator and/or vendor.

If you are not on a PBX telephone system, and you cannot access New Jersey Relay when dialing 7-1-1, call a customer service representative at your local telephone company. It is possible that your local telephone company may not have set up 7-1-1 outdial.

PBX telephone systems are usually at hotels, businesses, agencies, offices, etc. with extension numbers. And most often, a way around this issue would be to dial the full 11-digit toll free number.

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How much does it cost to use New Jersey Relay?

There is no extra charge to use New Jersey Relay. Long distance relay calls are billed at the regular rate that is charged between the place where you are making the call and the place you are calling. Long distance calls can be billed to your preferred long distance provider. Give the Relay Operator your long distance information when placing the call. If you do not provide a specific company, the long distance call will be billed with the provider of New Jersey Relay, which is Sprint.

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Is there a time limit on how long a call can last?

There is no time limit on the calls. The Relay Operator (RO) will relay the conversation until the parties are ready to end the conversation.

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How do I call someone who uses a TTY (Text Telephone or TDD), if I do not have one?

Call New Jersey Relay by dialing 7-1-1 and give the Relay Operator (RO) the phone number with the area code and/or extension of the person you are calling. The RO will place your call to that person and will type your spoken words to the person you have called who uses a TTY; then, the operator will voice the typed words from the other person to you, and so forth, until your conversation ends.

Don't hang up! Standard telephone users may experience high pitch beeps or tones when dialing New Jersey Relay. Please stay on the line and the operator will speak to you within a few seconds. This may happen when a switchboard is used at your location or the first time you dial 7-1-1 instead of the original 800 number.

Remember to say "Go Ahead" when you have finished your part of the conversation. When you hear this, please remember it is your turn to continue the conversation.

Remember that the RO is not a part of the conversation. They must type everything they hear including background noises. Remember to speak directly with the person, instead of using third party terms such as "Tell him... Ask her..."

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How do I call a hearing person through New Jersey Relay?

Call New Jersey Relay by dialing 7-1-1 and give the Relay Operator (RO) the phone number with the area code and/or extension of the person you are calling. The RO will place your call to that person and will speak your typed words to the hearing person you have called; then, the operator will type the voiced words from the other person to you, and so forth, until your conversation ends.

Remember to type "Go Ahead" (GA) when you have finished your part of the conversation. When you see this, please remember it is your turn to continue the conversation.

Remember that the RO is not a part of the conversation. They must read everything typed to the hearing person, even the things you type in parentheses. The RO is not permitted to make judgment calls on how the hearing person feels during the relay call; however, you may ask how "loud" the voice sounds.

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What is a Relay Operator (RO)?

A Relay Operator (RO) is the confidential, transparent link between hearing and deaf, hard of hearing, deaf-blind and/or speech impaired callers. The RO voices conversation to voice users and types the conversation to TTY users.

The RO is not a part of the conversation. They must voice everything typed to the hearing person, even the things typed in parentheses. Also, they must type everything they hear including background noises. Remember to talk/type directly with the caller, instead of using third party terms such as "Tell him... Ask her..."

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Are relay conversations confidential?

Yes. According to federal law, all calls made through New Jersey Relay are kept confidential! No records are kept as the conversations are automatically erased from the computers after each call. Relay Operators working with New Jersey Relay agree to adhere to the confidentiality requirements by signing the code of ethics agreement.

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How do I connect to New Jersey Relay when the line keeps ringing?

New Jersey Relay has a delay call announcer that will be played in either TTY or voice when the relay center is busy and unable to take your call right away. After 30 seconds of continuous ringing, you will hear/see an automated message that will say, "Welcome to the relay center. Please wait for the next available relay operator." It will then keep ringing until your call is answered. When you hear/see this message, please stay on the line and wait, your call will be answered in turn. If you hang up and call again, you will be placed behind the people waiting.

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If I have Caller ID on my telephone, and call a person through New Jersey Relay, whose telephone number will show up?

If the person you are calling through New Jersey Relay has Caller ID, your own telephone number will appear on their Caller ID (not any of New Jersey Relay's toll free numbers).

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Why is my number showing up on Caller ID when I have already placed a block?

When a call is placed through New Jersey Relay, the call comes through a 800 number, therefore, New Jersey Relay is unable to detect if your number is blocked. If you would like your number to be blocked when placing a relay call, inform the Relay Operator (RO) to enter the information into your Customer Database Profile.

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How do I access relay service in another state when I am traveling?

As of October 1, 2001, all 50 states are required to have 7-1-1 relay access. You can dial 7-1-1 anywhere in the United States of America.

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How do I use a calling card to place a relay call?

When using a calling card to place a call through New Jersey Relay, please give the Relay Operator (RO) the following information: the 800 (or 866, 877, 888, etc) toll free number (usually on the back of the card), the calling card number (sometimes requiring a PIN) and then the telephone number you wish to call.

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Are languages other than English and Spanish offered by New Jersey Relay?

At this time, New Jersey Relay offers only English-to-Spanish and Spanish-to-English translation services as part of its Spanish Relay service (which also offers Spanish-to-Spanish dialogue).

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When I attempt to make a relay call, the person "hung up" on me. Why?

Aiming for transparency, New Jersey Relay allows users to have control of their calls. There are times when voice users hang up on relay calls because they are not familiar with New Jersey Relay. And sometimes they may think that you are a telemarketer, instead of a customer.

The Relay Operator with New Jersey Relay makes this announcement when they are connected with voice users, "Hello! A person is calling you through New Jersey Relay. This is Relay Operator (RO) XXXXM. Have you received a relay call before?"

If the voice person says no, then the RO will explain the relay service by saying, "The person on the line is using the relay service to communicate with you. The caller is typing their conversation which will be read to you. When you hear the words 'Go Ahead', it will be your turn to speak. Please speak directly to the caller. One moment for your call to begin."

New Jersey Relay users are free to request that the RO does not announce and/or explain the relay service. In this way, the users can explain in their own words to the other person. For instance, a TTY user can call through New Jersey Relay to order a pizza, "HELLO THIS IS JANE CALLING TO ORDER A PIZZA GA."

When electing not to announce and/or explain the relay service, it is your responsibility to inform the voice user that you're calling through New Jersey Relay. See sample conversation below.

New Jersey RELAY 6789F NBR CALLING PLS GA
PLS CALL MY DR S OFFICE AT 360-555-XXXX DO NOT ANNOUNCE OR EXPLAIN RELAY THANKS GA
DIALING 360-555-XXXX RINGING 1...2...(F) DR SMITH S OFFICE HOW MAY I HELP YOU Q GA
HELLO THIS IS JOHN CALLING THROUGH RELAY TO MAKE AN APPT COULD WE DO THAT PLS Q GA

If you have experienced repeated hang ups, please send a request to New Jersey Relay to educate the person or place of business regarding the relay service. Please click here to make the request.

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When using the relay, I have a lot of trouble with interactive recordings. The Relay Operator (RO) always hangs up and redials. Why is that?

Because of the way the relay center computers are set up, when a RO reaches a recording and needs to enter a number, they have to hang up and redial to enter the number. You can avoid the delay if you know ahead of time where/what/who you are trying to reach. Before the RO dials out, you can tell them you want "to talk to a live person" or "customer service" and that would minimize the need for the RO to redial repeatedly.

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Why should I use New Jersey Relay? I can hear with my hearing aid or cochlear implant, and my amplified telephone.

Approximately 10% of Americans have hearing loss; they vary from minimal to profound hearing loss. Some are capable on using their telephones with assistance of their hearing aids/cochlear implants and telephone amplifiers. Some are not able to hear enough to use their telephones; they use their Text Telephone (TTY) type and read words over telephone lines.

There are some people who are hard of hearing and may have difficulties in comprehending words over the telephone with their hearing aids and amplified phones.  They may be reluctant to use TTYs and New Jersey Relay.  These people will find New Jersey relax to be much easier and more convenient after trying the service for several calls.

Voice Carry Over (VCO) is a popular feature among hard of hearing New Jersey Relay users as it allows them to speak directly to other persons. To obtain more information about New Jersey Relay and Voice Carry Over (VCO), please call TRS Customer Service at 1-800-676-3777 (TTY/Voice).

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Why are Relay Operators (RO) unable to process my request to place a toll free (e.g. 800, 877, 888) or collect call sometimes?

If you are placing an out-of-state call, it may be that the number you are trying to connect to does not accept out of state (or out of regional area) calls. If you are trying to call collect to an individual, there may be a "block" preventing collect calls from being accepted.

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As my long distance carrier is not Sprint, why was I billed by Sprint for making long distance calls through New Jersey Relay?

New Jersey Relay will honor requests by users to be billed through their preferred long distance carriers. New Jersey Relay users will need to inform the Relay Operator (RO) to bill their calls to a designated long distance carrier. If the user does not inform the RO, the long distance call will be billed by Sprint as a default long distance carrier.

For better convenience, New Jersey Relay users can create their Customer Database Profiles and "lock in" their long distance carrier. This way, any other long distance carriers will not bill New Jersey Relay users. To sign up for your Customer Database Profile, you can either download the document here or call the TRS Customer Service at 1-800-676-3777 (TTY/Voice).

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What is the Customer Database Profile and how is it used?

Individual preferences (such as long distance carrier, frequently dialed numbers, type of relay call, relay service announcement/explanation, etc) will be automatically displayed on the screen of the Relay Operator (RO) when relay users who have completed a Customer Database Profile form call the relay service. This helps reduce set-up time and makes your relay call process smoother.

Customer Database Profiles will work from residential lines. It will not work from restricted lines such as coin payphones or PBX telephone systems (usually at hotels, offices, agencies, etc. with extension numbers).

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What are the commonly used TTY abbreviations?

Please be familiar with the following abbreviations. Many times VCO users are not familiar with the common abbreviated words that appear on the screen. When the Relay Operator (RO) uses these abbreviations, it helps to speed the conversation.

GA - go ahead OPR - operator
SK - stop keying PLS - please
CUD - could Q - question mark
CUL - see you later R - are
CUZ - because SHD - should
HD - hold THX - thanks
MTG - meeting TMW - tomorrow
NBR - number U - you
OIC - oh, I see UR - your

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What are my rights as a relay user?

  • You have the right to ask the Relay Operator (RO) not to announce or explain the relay call. This will speed the call along if you are calling someone already familiar with the service. You can add this information on your Customer Database Profile.
  • You have the right to request a change of agent if you want an agent of a different sex from the one you just received.
  • You have the right to ask for VCO (Voice Carry Over). Hard of hearing callers who want to use their own voice during the call can utilize VCO. The RO types the caller's response back to the VCO user.
  • You have the right to ask for HCO (Hearing Carry Over). Speech impaired callers who want to hear the other party's voice during the call can utilize HCO. HCO is like VCO except that the calling process is reversed. The RO voices what the HCO caller types. The HCO caller can usually hear but has difficulty with speech.
  • You have the right to ask for a supervisor if you are not satisfied with the way the call is being handled by the RO. You also have the right to ask for a supervisor to give a compliment if you are pleased with the RO.
  • You have the right to make as many relay calls as you wish on any given day or time.
  • You have the right to carry on relay conversations for as long (or as short) as you wish.
  • You have the right to make relay calls anytime, or anywhere.
  • You have the right to say anything you wish on a relay call.

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Why is it that sometimes I get a really good RO and sometimes I get a really crummy RO?

New Jersey Relay users should never experience a crummy RO. If you are unhappy with the service you received, please ask for a supervisor and detail the occurrence. The best way to ensure you receive exceptional service is to let us know. When you notify New Jersey Relay of any problems you experience during a relay call, the situation can be dealt with immediately.

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What do I do if the Relay Operator (RO) who processed my call did not follow the proper procedure?

If you have a problem with a RO, you should record their RO number. (It is a four-digit number, e.g. 4587F or 8902M). You can ask to speak to a supervisor immediately, or you can call Sprint TRS Customer Service at 1-800-676-3777 (TTY/Voice) with your complaint. If a RO does a great job processing your call, you can also let us know.

New Jersey Relay always strives to maintain the highest level of satisfaction. We appreciate feedback from you about your experiences with New Jersey Relay.

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Who do I call if I have problems making a relay call?

You should call the English TRS Customer Service at 1-800-676-3777 (TTY/Voice/ASCII), or Spanish TRS Customer Service at 1-800-676-4290 (TTY/Voice). A customer service representative will be happy to assist you with problems or questions on a 24-hours a day, 365-days a year basis.

New Jersey Relay always strives to maintain the highest level of satisfaction. We appreciate feedback from you about your experiences with New Jersey Relay.

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