FCC Consumer Guide: Video Relay Services

What Consumers Should Know

VRS is different from some of the other forms of TRS in two important ways: the conversation between the VRS user and the CA is made through a video link and sign language, rather than typed text; and the service relies on the Internet, rather than the telephone system, for the connection between the VRS user and the CA. It is a relatively new service and, unlike some other forms of TRS, it is not mandatory. Here are some things you should know:

• VRS providers must answer 80 percent of all VRS calls within 120 seconds. VRS providers must also offer the service 24 hours a day, seven days a week.

• VRS providers must provide VRS users with a ten-digit number, so the VRS users are able to make 911 calls, and have their location information routed to the appropriate emergency service perfessionals.

• Preferential treatment of calls is prohibited. Both VRS and TRS providers must handle calls in the order in which they are received. They cannot selectively answer calls from certain consumers or certain locations.

• Unlike with some of the other forms of TRS, the VRS CA may not be able to offer or handle some call services, such as operator-assisted calls and 900 (pay-per-call) calls.

• However, you must pick one default provider for ten-digit numbering. No matter who your default TRS provider is, you can choose any VRS provider when making a VRS call.

• The TRS rules do not require you to choose or use only one VRS provider. You can choose any of several different providers of VRS.

• Accepting VRS equipment from one provider does not prohibit you from using another VRS provider on other equipment you may have.

• Equipment distributed by a certified VRS provider must be interoperable with the technology of other certified VRS providers.

• VRS and TRS providers may not offer you financial incentives to use their service or to make more or longer VRS or TRS calls.

• VRS is not the same as video remote interpreting that uses an interpreter located at a remote location through a video connection when two people are together and they need an interpreter. VRS may not be used in such circumstances. VRS is a type of telephone call.