Frequently Asked Questions (FAQ)

General Questions

1. What are the hours of operation?
2. What is VRS and how does it work?
3. Where can I call?
4. Is there a cost to use VRS? Will I be billed for the call?
5. Are there any restrictions to use VRS?
6. Can I use VRS to place a call to 911?
7. Is there a difference between VRS and Video Relay Interpreting (VRI)?
8. What are the benefits of using VRS over traditional relay?
9. How is VRS funded?
10. Are my VRS calls confidential?
11. Are the VRS interpreters qualified?
12. Can I provide special instructions to the VRS Interpreter?
13. Can I place a VRS call in Spanish?
14. Can a hearing person call me through VRS?
    

Technical Questions

1. What do I need to make a VRS call?
2. Can I use an Apple/Mac computer with VRS?
3. What type of camera is recommended?
4. Do I need special software for VRS?
5. What type of connection do I need to make a VRS call?
6. What is Cable Service?
7. What is DSL?
8. Can I connect to VRS if my company has a firewall?
9. Will VRS work if I have a firewall at home?
10. Why is my video quality so poor?
11. Why does a black frame appear around the video window that NetMeeting sends?
12. How can I make my screen bigger with NetMeeting?
13. What is the Phonebook?

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GENERAL QUESTIONS

1. What are the hours of operation?

* Holidays include: New Year's Day, Martin Luther King, Jr. Day, Washington's Birthday, Memorial Day, Independence Day, Labor Day, Columbus Day, Veteran's Day, Thanksgiving Day and Christmas.

2. What is VRS and how does it work?

Video Relay Service or VRS allows a person who uses sign language to place a relay call to a hearing person by communicating through a certified sign language interpreter. VRS requires the use of a high-speed Internet connection and a web camera to place a call. A VRS call may be initiated by a person who uses sign language or by a hearing person to a sign language user. The interpreter will relay the conversation between the two parties.

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3. Where can I call?

You can make a call to anywhere in the world.

4. Is there a cost to use VRS? Will I be billed for the call?

There is no cost to use VRS and you will not be billed for any calls made through the service. All calls are completed at no cost to you.

5. Are there any restrictions to use VRS?

There are only a few restrictions. All calls must originate from within the United States or its territories. All calls must be communicated in English or Spanish. Calls to Pay-per-Call services are currently not available.

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6. Can I use VRS to place a call to 911?

VRS is not designed as a substitute for 911 services. You should not use VRS to place an emergency call to 911. Due to the nature of Video Relay calls through the Internet, AT&T is not able to recognize your location to forward it to an emergency center. To ensure that your emergency call is handled quickly, please use your telephone or TTY to call 911 directly. AT&T shall not be liable for any damages arising from or related to emergency calls placed over the AT&T Video Relay Service.

7. Is there a difference between VRS and Video Relay Interpreting (VRI)?

While both VRS and VRI require the use of an interpreter, there is an important difference between both services. On a VRI call, both the deaf and hearing person are located in the same room and the interpreter is in a remote location. With VRS, the deaf user and the hearing person are in different locations and are connected through the interpreter at the VRS center. VRS is the service provided by AT&T.

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8. What are the benefits of using VRS over traditional relay?

AT&T's VRS is an exciting service that supplements the traditional TTY or IP relay service. VRS is for people who prefer to use sign language to communicate instead of typing on a computer or TTY. The benefits of using VRS include:

• Ability to communicate in sign language
• Increased communication speed; no need to wait for "go ahead"
• Enhanced communication with the use of facial expression and body language gestures
• Ability to interrupt during conversations
• Improved interaction with automated telephone answering services and voice processing systems

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9. How is VRS funded?

In an effort to encourage relay providers to offer VRS, the Federal Communications Commission (FCC) has agreed to temporarily reimburse providers for all interstate and intrastate VRS calls from the Interstate Telecommunications Relay Services Fund which is administered by the National Exchange Carrier Association (NECA). However, in order to be eligible for reimbursement, the VRS provider must meet minimum requirements mandated by the FCC.

10. Are my VRS calls confidential?

Absolutely. All VRS interpreters are required to abide by the RID/NAD Code of Ethics and the FCC's regulations regarding confidentiality. Additionally, all interpreters are required to adhere to AT&T's strict policy on privacy of communication which prohibits disclosing any information about a VRS call including the fact that a call took place.

11. Are the VRS interpreters certified?

We use professionally trained interpreters certified by the National Association of the Deaf (NAD) at the IV or V level and/or certified by the Registry of Interpreters for the Deaf (RID) at the CI-CT/CSC level.

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12. Can I provide special instructions to the VRS Interpreter?

Absolutely. Once you are connected to the Interpreter you can provide special instructions such as who to ask for, what extension to call, what prompts to press, etc.

13. Can I place a VRS call in Spanish?

VRS calls in Spanish are currently not permitted. The FCC is considering whether or not to allow VRS calls of this type. As soon as the FCC reaches a decision, we will post it here on the FAQ page.

14. Can a hearing person call me through VRS?

Standard phone users may initiate a VRS call to a person who uses sign language by calling 1-888-VRS-9998.

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TECHNICAL QUESTIONS

1. What do I need to make a VRS call?

To place a VRS call through www.relay.att.com/vrs, you will need a computer with:

• Pentium III - 500 Mhz (minimum)
• 16 MB video card · 16K color (minimum)
• 128 MB RAM (256 MB RAM recommended)
• Web Camera
• USB or other connection
• Internet Explorer 6.0 or higher
• High speed internet connection such as DSL service or cable modem service

2. Can I use an Apple/Mac computer with VRS?

The VRS is not currently compatible with any Apple computer.

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3. What type of camera is recommended?

Be sure to get a camera with a CCD sensor. CCD sensors are usually listed under the technical specifications on the box. We do not recommend purchasing a camera with CMOS sensors as this type of sensor may slow down your videoconference capabilities. Here are a few cameras that have CCD sensors and work fine with VRS:

• IBM Net Camera
• Logitech Quickcam Pro 3000 or 4000
• Intel Pro PC Camera CS430/CS431

Note: AT&T does not support or endorse any particular video products.

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4. Do I need special software for VRS?

You can use NetMeeting with VRS. Many computers with Windows 98 (and later versions) and Windows XP already come with Microsoft NetMeeting. If you're unable to find NetMeeting in your Windows application, click here for a free download of NetMeeting.

Because VSoft is now an option, before you make a VRS call you must specify which video setting you wish to use.

If you click on the down arrow on the "Video Setting" field, you will see 4 options: VSoft High, VSoft Medium, VSoft Low, and MS NetMeeting. If you want to use NetMeeting, click on NetMeeting, supply the number you want to dial in the "Number to dial?" field, and click on "Dial Now". Your call will be processed using NetMeeting.

If you want to use VSoft for your call, you must first decide which speed to use. To determine the speed your connection is able to handle, click on "Test Your Speed", which is immediately to the right of the "Video Setting" field. Clicking on "Test Your Speed" will open a new window in the upper left-hand corner of your screen. This window will be titled, "AT&T Bandwidth Test". In this window is a button labeled, "Test Upstream Speed". Click on the "Test Upstream Speed" button. Your connection speed will be calculated for you. The results of this test will not only tell you your connection speed, but they will also tell you which VSoft setting you should use.

Close the "AT&T Bandwidth Test" window by clicking on the "X" in its upper right-hand corner. Next click on the down arrow of the "Video Setting" field and find the VSoft option the bandwidth test recommended you use. Click on that VSoft option.

Type in the number you want to call in the "Number to dial?" field and click on "Dial Now". Your call will now be processed using VSoft.

If you don't have VSoft installed on your PC, you will be prompted to install it when you click on "Dial Now". The download and install are very quick and require little user interaction. Once you've installed VSoft, you're ready to make your call!

Please note: If you are using a pop-up blocker, you must turn it off to install and/or use VSoft.

If you already have VSoft installed, you know about its high-quality video. But if you install VSoft version 2.0.1, you will have access to great new features. VSoft 2.0.1 lets you:

• Easily resize the VI's (Video Interpreter's) screen by clicking on one of the four resizing buttons in the bottom right-hand corner of the VI's screen. If you click the largest of these buttons, the VI's window becomes full screen. If you want to make the VI's full screen smaller, click on the yellow "x" in the upper left-hand corner and it will automatically be resized to a smaller window. You can click on these resize buttons in any order as often as you like.
• Type in the chat box even if it's not visible. If the VI's screen is full screen and you need to type something in the chatbox, as soon as you type the first letter, the VI's screen is resized to a smaller window and your typing automatically appears in the chat box.
• Browse the Internet while on hold. During a VRS call, if the hearing party puts you on hold, you can minimize your VSoft windows and browse the web while waiting. As soon as the hearing party returns, the VI will pop up your VSoft windows for you and you can continue your conversation.
• Save your settings. For example, if you always want to make calls using VSoft High, or want all your calls to be VCO calls, simply make those choices on the AT&T VRS home screen or inside the phone book and then click on "Apply Settings". From then on, every VRS call you make will be processed using these saved settings. You can change these settings as often as you like or you can set them once and make VRS calls, knowing they all will be processed according to your saved settings.

When you download VSoft 2.0.1, you also get AT&T XpressVRS. AT&T XpressVRS allows you to make a VRS call without typing in a phone number. For example, if you would like to call a number you find on a website, simply highlight that number and click on the XpressVRS icon on your Internet Explorer link toolbar. You don't have to be on the www.attvrs.com page to do this. You can be on any webpage and do this. An AT&T VRS call will automatically be launched for you, using your saved settings. And if you want, you also have the option of clicking on the XpressVRS icon, typing the number you want to call in the box, and clicking on OK. This, too, can be done from any webpage. AT&T XpressVRS makes calling so much easier!

5. What type of connection do I need to make a VRS call?

Any of the following will work fine with VRS:

• DSL service from your telephone company or other provider
• Cable Modem from your local TV cable service
• Company's high speed Internet (i.e. T1) from your workplace

6. What is Cable Service?

Many cable TV companies offer Cable Internet Service. Cable can provide up to 10 to 20 Mbps of data transmission downstream and 300 Kbps upstream. However, the speed depends on the network traffic. A minimum of 128Kbps of upload and download speed is needed to use VRS. The higher the upload speed and download speed, the better the quality of VRS.

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7. What is DSL?

Many companies now offer Digital Subscriber Lines or DSL. There are several types of DSL service. The faster the service, the more expensive the service can be. If using DSL, you should have a minimum of 128 Kbps upload and download speed. The higher the upload speed and download speed, the better the quality of VRS.

8. Can I connect to AT&T VRS if my company has a firewall?

Yes. When you use VRS to place calls over the Internet, several IP ports are required to establish the outbound connection. The following table shows the ports, their functions, and the resulting connection.

If you use a firewall to connect to the Internet, it must be configured so that the IP ports are not blocked. To establish outbound video connections through a firewall, the firewall must be configured to do the following:

• Pass through primary TCP connections on ports 389, 522, 1503, 1720, and 1731.
• Pass through secondary TCP and UDP connections on dynamically assigned ports (1024-65535).

If you experience trouble using NetMeeting, try using VSoft instead. VSoft is easy to use and its video quality is outstanding!

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9. Will VRS work if I have a firewall at home?

If you are able to see yourself in the self-view box but unable to view the Video Interpreter, most likely the problem is that you are behind a firewall, which is preventing you from receiving video images. It is recommended that you contact our Technical Support for assistance in working with your home firewall unit.

10. Why is my video quality so poor?

• Computer configuration
• Network or Internet congestion
• Inadequate lighting or inappropriate background which increases pixelation
• Lack of RAM on your computer due to many applications running at the same time

If you experience trouble using NetMeeting, try using VSoft instead. VSoft is easy to use and its video quality is outstanding!

11. Why does a black frame appear around the video window that NetMeeting sends?

This happens when your video capture card or digital video camera does not properly support NetMeeting's sizes. It's a problem with your hardware's drivers.

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12. How can I make my screen bigger with NetMeeting?

You can enlarge your screen by doing the following:

• Click on the "Undock" button
• Choose "Tools" at the top of the window
• Click on "Video" from the drop down window
• Click on "Window Size"

Note: An enlarged window size may alter the video quality.

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13. What is the Phonebook?

The Phonebook feature allows you to create and store a personal list of phone numbers. The Phonebook is easy to use and requires no special software. Your personal Phonebook can be accessed from any computer. The Phonebook entries are stored alphabetically by last name and divided into small groups making it easier for you to access. Your Phonebook is secured by your username and password. VRS users who wish to create a Phonebook should click on "Use Phonebook" and then click on "New User." A short form will follow.

Note: The information provided on the form is strictly confidential.

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