Frequently Asked Questions (FAQs)

If you are Hearing, click here

FOR HEARING CALLERS ...

NOTE: If you need to reach (or is trying to reach) to the CapTel users, please click here.

How do I call Relay Nevada?
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 and you only have to remember 3-digits; and it can be used anywhere, anytime.

Can I still use the old relay toll free (e.g. 800, 877, 888) numbers?
Yes, you can continue using the 10-digit toll free numbers if you like. Also, you can use the 10-digit toll free numbers if you are unable to place a relay call by dialing 7-1-1.

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 Relay Nevada when dialing 7-1-1, call a customer service representative at your local telephone company. It is possible that your local telephone company many 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 to this issue would be to dial the full 10-digit toll free number.

How much does it cost to use Relay Nevada?
There is no extra charge to use Relay Nevada. Long distance relay calls are billed at the regular rate that is charged between the point from which you are making the call and the point where the call terminates. 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 Relay Nevada, which is Sprint.

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 desire to terminate the conversation.

How do I call a person who uses a TTY (Text Telephone or TDD), if I do not have one?
Call Relay Nevada 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 relay operator will voice the typed words from the other person to you, and so forth, until your conversation ends.
Don't hang up! Voice users may experience high pitch beeps or tones when dialing Relay Nevada. Please just stay on the line and RO will voice to you within a few seconds. Many times this happens when a switchboard is used at your location or this may happen 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..."

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 hearing person, instead of using third party terms such as "Tell him... Ask her..."

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

How do I connect to Relay Nevada when the line keeps ringing?
Relay Nevada 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 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 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.

If I have Caller ID on my telephone, and call a person through Relay Nevada, whose telephone number will show up?
If the person you are calling through Relay Nevada has Caller ID, your own telephone number will appear on their Caller ID (not any of Relay Nevada's toll free numbers).

Why is my number showing up on Caller ID when I have already placed a block?
When a call is placed through Relay Nevada, the call comes through an 800 number, therefore, Relay Nevada 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.

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.

How do I use a calling card to place a relay call?
When using a calling card to place a call through Relay Nevada, 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.

Are languages other than English and Spanish offered by Relay Nevada?
At this time, Relay Nevada 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).

When I attempt to make a relay call, the person "hung up" on me. Why?
Aiming for transparency, Relay Nevada allows users to have control of their calls. There are times when voice users who do hang up on relay calls because they are not familiar with Relay Nevada. And sometimes they may think that you are a telemarketer, instead of a customer.
The relay operator with Relay Nevada makes this announcement when they are connected with voice users, "Hello! A person is calling you through Relay Nevada. 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."

Relay Nevada 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 Relay Nevada to order a pizza, "HELLO THIS IS JANE CALLING TO ORDER A PIZZA Q 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 Relay Nevada. See sample conversation below.

RELAY NEVADA 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 fill out a "Don't Hang Up" complaint form by clicking on the link here: Service Feedback. Relay Nevada will attempt to educate the person or place of business regarding the relay service. When you have completed the complaint form, please mail, fax or e-mail the form.

MAIL:
Relay Nevada
Office of Disability Services (ODS)
3656 Research Way, Site 32
Carson City, NV 89706
Office: (775) 687-4452
FAX:(775) 687-3292
E-MAIL: bahammond@dhhs.nv.gov

FOR DEAF CALLERS ...

Who can use Relay Nevada?
Relay Nevada is the communication link for people who are deaf, deaf-blind, hard of hearing and speech disabled to connect with people who use standard telephones, including hearing people who want to call a person who is deaf, deaf-blind, hard of hearing or speech impaired.

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.

What products are available for the hard of hearing?
Amplified Telephones and Voice Carry Over (VCO) Telephones that has the features of both a standard telephone and a TTY. VCO users can speak directly into the phone and the relay operator (RO) then types the response from the called party back to the VCO caller so they can read it on the telephone's text display.

Why should I use Relay Nevada? 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, 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 Nevada. Eventually, they will find it much more convenient after several Relay Nevada calls.
Voice Carry Over (VCO) is a popular feature among hard of hearing Relay Nevada users as it allows them to speak directly to other persons. To obtain more information about Relay Nevada and Voice Carry Over (VCO), please call TRS Customer Service at 1-800-676-3777 (TTY/Voice)

Why are relay operators (CA) 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.

As my long distance carrier is not Sprint, why was I billed by Sprint for making long distance calls through Relay Nevada?
Relay Nevada will honor requests by users to be billed through their preferred long distance carriers. Relay Nevada 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 CA, the long distance call will be billed by Sprint as a default long distance carrier.
For better convenience, Relay Nevada users can create their Customer Database Profiles and "lock in" their long distance carrier. This way, any other long distance carriers will not bill Relay Nevada 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).

Why doesn't Relay Nevada accept my new long distance carrier?
As there are many new long distance companies coming up every year, Relay Nevada 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 have your long distance carrier contact the Relay Nevada Account Manager by e-mailing michael.x.baer@sprint.com or by calling (800) 346-5035.

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 sent payphones or PBX telephone systems (usually at hotels, offices, agencies, etc. with extension numbers).
You can print the Customer Data Profile form here and simply follow the return instructions.

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 certainly helps to speed along the conversation.

• GA - go ahead
• OPR - relay 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

What are my rights as a relay user?

You have the right to ask that 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 CA. You also have the right to ask for a supervisor to give a compliment if you are pleased with the CA.
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.

Why is it that sometimes I get a really good Relay Operator and sometimes I get a really crummy Relay Operator?
Relay Nevada users should never experience a crummy Relay Operator . 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 Relay Nevada of any problems you experience during a relay call, the situation can be dealt with immediately.

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 CA, you should record their RO number (as 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. We appreciate all of your feedback.

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.

FOR HARD-OF-HEARING PERSON

Important Note:
If you are a CapTel user or a potential CapTel user,
please click here.

Who can use Relay Nevada?
Relay Nevada is a free public service that provides communication link between standard telephone (voice) users and persons who are Deaf, Deaf-Blind, Hard of Hearing and Speech-disabled using text telephones (TTYs), Captioned Telephone (CapTel), or PC via the Internet.
How do I call Relay Nevada?
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 and you only have to remember 3-digits; and it can be used anywhere, anytime.
CapTel users: You dial the 10-digit number directly.

Can I still use the old relay toll free (e.g. 800, 877, 888) numbers?
Yes, you can continue using the 10-digit toll free numbers if you like. Also, you can use them if you are unable to place a relay call by dialing 7-1-1.
Note: The old relay toll free numbers does not apply for the CapTel users.

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 desire to terminate the conversation.

How do I call someone who uses a TTY (Text Telephone or TDD), if I do not have one?
Call Relay Nevada 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 relay operator will voice the typed words from the other person to you, and so forth, until your conversation ends.
Don't hang up! Voice users may experience high pitch beeps or tones when dialing Relay Nevada. Please just stay on the line and RO will voice to you within a few seconds. Many times this happens when a switchboard is used at your location or this may happen 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..."

How do I call a hearing person through Relay Nevada?
Call Relay Nevada 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 relay 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 judgmental calls on how the hearing person feels during the relay call; however, you may ask how "loud" the voice sounds.

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 Relay Nevada. See sample conversation below.

If you have experienced repeated hang ups, please fill out a "Don't Hang Up" complaint form by clicking on the link here: Service Feedback.

Relay Nevada will attempt to educate the person or place of business regarding the relay service. When you have completed the complaint form, please mail, fax or e-mail the form.

MAIL:
Relay Nevada
Office of Disability Services (ODS)
3656 Research Way, Site 32
Carson City, NV 89706
Office: (775) 687-4452
Fax: (775) 687-3292
E-MAIL: bahammond@dhhs.nv.gov

The Captioned Telephone. The telephone that displays written, word-for-word captions of everything the caller says.

The Captioned Telephone works like any other telephone with one important addition: It displays every word the caller says throughout the conversation. CapTel users can listen to the caller, and can also read the written captions in the CapTel's bright display window. Learn More (set up hyperlink to CapTel page)

Why should I use Relay Nevada?
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, 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 Nevada. Eventually, they will find it much more convenient after several Relay Nevada calls.

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

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.

Relay Nevada will honor requests by users to be billed through their preferred long distance carriers. Relay Nevada 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, Relay Nevada users can create their Customer Database Profiles and "lock in" their long distance carrier. This way, any other long distance carriers will not bill Relay Nevada 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).

by e-mailing michael.x.baer@sprint.com or
by calling 800-346-5035 voice or
866-948-5120 or 76.245.237.37 videophone.

Who do I call if I have problems making a relay call?
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 certainly helps to speed along the conversation.

• GA go ahead
• OPR relay 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

What are my rights as a relay user?

You have the right to ask that 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 CA. You also have the right to ask for a supervisor to give a compliment if you are pleased with the CA.
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.

Why is it that sometimes I get a really good RO and sometimes I get a really crummy RO?
Relay Nevada 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 Relay Nevada of any problems you experience during a relay call, the situation can be dealt with immediately.

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 (as 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. We appreciate all of your feedback.

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.

At a Quick Glance

Frequently Asked Questions (FAQs)

If you are Hearing, click here