Relay Texas Frequently Asked Questions
Who Administers Relay Texas?
The Public Utility Commission of Texas (PUC) was authorized to establish Relay Texas by the Texas Legislature in 1989. The PUC is responsible for overseeing the relay service. The PUC has contracted with Sprint to provide relay service.
As my Long Distance carrier is not Sprint, why was I billed by Sprint for making long distance calls through Relay Texas?
Relay Texas honors Relay Texas users' requests to be billed through their long distance carriers. Relay Texas users will need to inform their Relay Texas agents to bill their calls to a designated long distance carrier. If Relay Texas users do not inform their Relay Texas agents, their long distance calls will be billed by Sprint as a default carrier.
For better convenience, Relay Texas users can create their Customer Database profiles and "lock" into their long distance carrier. This way, other long distance carriers will not bill Relay Texas users. To sign up your Customer Database profile, you can call Relay Texas Customer Service at 1-800-676-3777 (TTY/voice).
Does Relay Texas offer discounts for long distance calls made through Relay Texas?
Yes, the contracted carrier offers a 50 percent discount for all long distance calls made within Texas (Intrastate). This 50 percent discount is off their regular rates, not their special discounted rates. You may want to check with your long distance provider as well as others to determine which plan works best for you.
Why does not Relay Texas accept my new long distance carrier?
As there are many new long distance companies coming up every year, Relay Texas strives to have them on the Carrier of Choice listing. Major long distance carriers are on the listing. If your long distance carrier is not on the listing, please contact Sprint at 512-873-1000.
Will Relay Texas cost money to use?
Relay Texas users will not be charged when they use the service for local calls. However, callers will be charged for long distance calls.
I attempted to call designated numbers through Relay Texas, and they hung up on me. Why?
Relay Texas allows users to have control of their calls. There are times when voice users who are not familiar with Relay Texas, hang up on those calls.
Relay Texas agents make this announcement when they are connected with voice users, "Hello. Relay Texas Agent XXX. Have you received a relay call before?"
If the voice person says no, the Relay Texas agent will explain the service, "The caller is typing their conversation which will be read to you. When you hear the words "Go Ahead", speak directly to the caller. The operator will type everything that is heard. One moment for your call to begin."
Relay Texas users are free to request their Relay Texas agents to waive the announcement and explanation. In this way, they can explain in their own words to the voice party. An example would be "Hello this is Joe Smith talking through relay service."
Finally, there may be a need for additional outreach efforts for those people who are hanging up on Relay Texas calls. To request for specific outreach needs, call Robert Giuntoli, Account Manager-Relay Texas at 1-800-873-1000 TTY/Voice.
Why should we have Customer Database profiles?
By collecting input from Relay Texas users, it was clear that there are specific preferences in each Relay Texas user. The Customer Database feature was developed to provide specific preferences and it allows them to "lock" into their long distance carrier, list up to ten frequently dialed numbers, choose their language type and choose other options. Setting specific preferences will save time in placing your call through Relay Texas.
Customer Database profiles will work from residential lines. It will not work from restricted lines such as payphones, hotel phones and business (PBX) lines.
To receive a Users Guide on Customer Database, please call Relay Texas Customer Service at 1-800-676-3777 (TTY/Voice) to obtain a free copy.
Why should I use Relay Texas? I can hear with my hearing aid and my amplified telephone.
Approximately 10 percent of Americans have hearing loss; they vary from minimal to profound hearing loss. Some are capable of using their telephones with assistance of their hearing aids and telephone amplifiers. Some are not able to hear enough to use their telephones; they use their TTY machines to type and read words over telephone lines.
There are some people who are hard of hearing, may have difficulties in comprehending words over their telephones with their hearing aids and amplified telephones. Normally, they may be reluctant on using TTYs and Relay Texas. Eventually, they will find it much more convenient after a number of Relay Texas calls.
Voice Carry Over (VCO) is a popular feature among Relay Texas users who prefer to speak directly to their hearing parties, yet need to read their responses in text. Two Line VCO is also offered for the benefits of Voice Carry-Over users. To obtain more information about Relay Texas and Voice Carry-Over (VCO), please call Relay Texas Customer Service at 1-800-676-3777 (TTY/Voice)
Why can't Relay Texas pronounce my name?
Relay Texas ensures that your call is relayed properly, including your name. There are some names, towns and locations, which may be difficult to pronounce. Relay Texas agents will relay the voice party's questions and allow you to make clarifications such as spelling your name.
There are times Relay Texas agents have to type some new names; they will prompt the voice party for spelling clarifications.
It will help if TTY users can spell out abbreviations. Relay Texas agents will wonder about this abbreviation, "SD." It may mean San Diego or South Dakota.
Can I use my computer to communicate with a TTY user?
Communicating through a computer and a standard modem uses ASCII to send information through the telephone lines. TTY machines use Baudot Code, which is not compatible with ASCII.
However, there are some vendors, who sell special modems that will convert Baudot Code into ASCII and vice versa so that computer users can converse with TTY users.
Are our conversations kept confidential?
Yes, all calls made through Relay Texas are kept confidential. No records are kept as the conversations are automatically erased from the computers after the end of the calls. Relay Texas agents must agree to adhere to the confidentiality requirements by signing the code of ethics agreement. State and Federal telecommunication relay regulations require confidentiality in relay calls.
Confidentiality of Conversations Bill
If you have additional questions, contact Sprint TRS Customer Service at 1-800-676-3777.
Last Updated: 03/22/07
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