Technical Support - Frequently Asked Questions (FAQ)
- Will the relay calls made through the Internet
Relay Service be billed?
- Can I complete a 900 pay-per-call through the
Internet Relay Service?
- Is my conversation secured whenever I use the
Internet Relay Service to make a relay call?
- How do I print my relay conversation?
- Why is the connection taking so long? Why are
there long hold times before getting connected?
- What are Instructions to CA?
- Can I use Voice Carry Over (VCO) through Internet
Relay?
- What operating systems are currently supported?
- What browsers are currently supported?
- How much memory does my computer need?
- What does it mean when I get the message: “All
connections to the relay center are currently busy, please wait”?
- Do I need to change anything in my browser to
use AT&T Internet Relay?
1 - Will the relay calls made through the Internet
Relay Service be billed?
Currently all Internet Relay Calls made through AT&T are completed at no cost to
you.
2 - Can I complete a 900 pay-per-call through
the Internet Relay Service?
No, these calls are not currently permitted through our Internet Relay. The
FCC has waived the requirement for IP Relay providers to complete calls to
900 pay-per-call services.
3 - Is my conversation secured whenever I use
the Internet Relay Service to make a relay call?
Yes. In accordance with the requirements set forth in the FCC Declaratory
Ruling 02-121, all relay calls are encrypted using encryption of commercially
reasonable quality. AT&T has implemented technology and security features
and strict policy guidelines to safeguard the privacy of your relay calls
and any customer identifiable information from unauthorized access or
improper use, and we will continue to enhance our security procedures
as new technology becomes available.
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4 - How do I print my relay conversation?
The Print/Save feature allows you to print your conversation to a local
printer. This feature is accessible from the Welcome/Call Launch page
and becomes active only after you have entered a phone number and have
initiated a call. When you click on "Print/Save", a new window will open
that will give you options for printing your conversation. To save your
conversation from this window, click "File" then "Save as" and give a
file name. In Microsoft Internet Explorer, you must also change the
file type to "Web Page, html only". Click "Save" to save the conversation.
IMPORTANT: All pop-up blockers must be disabled before you can print
or save a conversation. If you have recently upgraded to Windows XP SP2 and can
no longer print or save, you must manually turn off the pop-up blocker.
5 - Why is the connection taking so long? Why
are there long hold times before getting connected?
This can be based on several factors. For example, there may be problems
with the Internet connection or the server. All available modems and equipment
may be tied up. Also, on rare occasion, all CAs may be busy at the relay
center. When this happens, you may want to hang up and try your call later,
or try regular AT&T Relay Services.
6 - What are Instructions to CA?
This new feature allows you to send detailed instructions on how to handle your
call directly to the CA before the call is dialed. To use this feature, check
the "Instructions to CA" checkbox on the AT&T Internet Relay screen. An entry
field also labelled "Instructions to CA" will appear at the top of your screen
for you to enter your instructions. When you press "Connect" to make your call,
these instructions will be sent directly to the CA and your call will proceed as
normal. To use the feature on subsequent calls, check the "Instructions to CA"
button again and fill in your instructions before connecting.
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7 - Can I use Voice Carry Over (VCO) through Internet
Relay?
Traditional VCO is not currently provided through internet relay service.
However, relay callers can make use of Two-line VCO calling. One advantage
of Two-line VCO is that it provides both voice and text confirmation of
words you may miss over the phone. Here's how to use Two-line VCO:
1) Connect to relay on your TTY or Internet Relay on your PC (www.relay.att.com).
2) Type the area code and number of your second telephone line as the
relay Number to Call.
3) Your relay call will be transferred to a Communications Assistant (CA),
identified by number and gender, who will dial to your second line.
4) When your second line rings, pick it up and voice to the CA to hold.
You may also provide any further special instructions at this time, such
as "CA, I just need you to keep track of names and numbers."
5a) For phones with conference call feature:
> Press the conference
button on your phone, then dial out directly to the person you want to
call.
> Press the conference button again to connect all three parties:
you (the VCO user), the CA and the hearing party.
5b) For phones with three-way calling:
> Press and release the receiver
button, or press the FLASH key if you have one on your phone.
> Wait
about 2 seconds and then dial out to the party you want to call.
>
Press and release the receiver button again, which will connect all three
parties.
6) When your party answers, speak directly to the person you're calling
over the phone. The CA's role is to type everything the hearing party
says so that you can see the text of the conversation on your monitor
or printout in case you miss anything over the phone.
7) When you're finished with your call, simply hang up or let the CA know
if you wish to make another call.
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8 - What operating systems are currently supported?
We currently support Microsoft Windows family operating systems such as XP
and Vista. Relay may require a JVM plug-in
to run on Windows XP. If so, you will be directed to a web site to get
the plug-in. We welcome your feedback regarding using Internet Relay under
other operating systems.
9 - What browsers are currently supported?
We currently support Microsoft Internet Explorer 6.0 and higher and Firefox 1.0.7 and
higher. (Microsoft
Internet Explorer 6.x may require installation
of a Java "Virtual Machine".) Other browsers may work as well, provided
they have Java support. We would appreciate your feedback regarding
other browsers and versions.
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10 - How much memory does my computer need?
This varies with your operating system and browser but a minimum of 256 MB
is recommended. It is hard to establish a minimum configuration
because there are so many combinations of hardware and software possible.
If you experience any sort of memory or resource warning messages, or
your system hard drive light continually flickers while trying to use
IP Relay, you probably do not have enough memory.
11 - What does it mean when I get the message:
"All connections to the relay center are currently busy, please wait"?
This means the system is currently over capacity and your call will go
through in the order it was received once other calls are completed. This
should be a fairly rare occurrence.
12 - Do I need to change anything in my browser
to use AT&T Internet Relay?
The standard settings for most browsers should allow AT&T's Internet
Relay to work right out of the box. AT&T's Internet Relay client uses
Java and Javascript, so these should be enabled. Refer to your browser's
help files on how to verify that Java and Javascript are enabled.
If you would like to test to see if Java Virtual Machine is loaded and working properly on your
PC, click on http://java.com/en/download/
help/testvm.jsp. Follow the instructions on the screen.
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If your browser will not load the JAVA applet, try the following steps:
a. Is your system running the Java Plug-in? If it is, when you get to
the page where our applet should load, a Java "coffee cup" logo icon appears
in your system tray (with the clock indicator). When you right-click on
the coffee cup, there should be a selection for "About Java Plug-in".
When you select this, a dialog will appear indicating the Java Plug-in
version. If it shows something like "1.3.0", you should upgrade to the
latest Java Plug-in.
b. It is always a good idea to make sure your important data are backed
up before making changes to your system configuration.
c. Close any sessions of Internet Explorer and Firefox you currently
have open.
d. Select Start->Control Panel. Select "Add / Remove Programs".
e. Locate the "Java Plug-In" or "Java Run-Time Environment" in the list
and select it. Click Change/Remove to remove it from your system. Reboot
your system if it prompts you to.
f. You may want to see if our application runs properly at this point.
The AT&T Internet Relay client runs fine with the default Java Machines
in most versions of Firefox and Internet Explorer.
g. If you still need to install the latest Java Plug-In, download it from
http://java.sun.com/ and follow the instructions
there ("Get Java Technology for your Desktop"). The AT&T Internet
Relay Client has been tested with the 1.5 version of the Sun Java Plug-In.
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