What Is IP-Relay?

IP-Relay is a government-funded service that enables deaf or hard of hearing people to use the telephone system to communicate with people who are hearing. Users type in the phone number they would like to dial into the "Make a Call" box on www.ip-relay.com, and are connected to the party they want to call.

Who are you guys?

IP-Relay is a service provided by Purple Communications, Inc., a company based in Rocklin, CA.

What makes you so special?

Our organization has served the deaf community for more than 20 years. From the first interpreting agency, to the invention of IP-Relay, we've focused exclusively on expanding accessibility for people who are deaf or hard of hearing. Today, we're the nation's leading text relay service, handling millions of IP-Relay calls across the U.S.

I use VRS, mostly. Why should I care about IP-Relay?

VRS is cool. We get that. But it's also hard to use sometimes. Like, when you don't have broadband. Or when you're waiting in line somewhere. Or, sometimes, you just want to do other things while you're having your call. IP-Relay is a great way to communicate in all situations.

Do I need special equipment to use IP-Relay?

Nope. But if you have something special – like an iPhone, an iPad or maybe AIM running on a BlackBerry – we work there too.

What about Spanish relay calls?

We handle ‘em. Just check the "Marque esta casilla para Español" checkbox before you enter the number to dial, and you'll start an IP-Relay call in Spanish.

Man, this 10-digit number stuff is confusing. What's the deal?

We agree. But it's also a great thing for IP-Relay users. First, the FCC requires that you have a 10-digit number of your own. There are a number of benefits. First, you can receive calls from hearing people who want to reach you from a telephone. Second, having this number makes it easier to locate you should you contact 9-1-1 using IP-Relay in an emergency

Is the number free?

Yes. You're not charged for this number.

Wait, I can receive calls to my number? How?

Yes, if you've included your AIM screen name in your IP-Relay Account Preferences. If you're signed in to AIM, whether on your wireless device or on a computer, you'll receive the IP-Relay call through AIM on that device. Your caller just dials your 10-digit number, our service will transfer that caller to an operator who will contact you through AIM.

And if someone calls me when I'm not signed into AIM?

Your caller can leave a message with the CA and we'll email that message to you.

How Do I get a 10-digit number?

You'll receive one when you register.

What if I forget my number?

You can always see your 10-digit number in your Account Preferences on the IP-Relay web site.

Say I register. Then your marketing people flood me with spam, right?

Nope. The FCC requires that everyone who uses IP-Relay be registered with a relay provider. We will not use this information to spam you.

How do I register?

It's easy. Just click on one of the "Register Now" buttons on the site (there's one on the home page, sub pages, and in the "Learn More" section), and follow the steps. It will take you a few minutes.

Do you really need my full address?

Yes. The address you enter as a part of registration is the one emergency responders use if you dial 9-1-1 through IP-Relay. So, not only is it required, it's really important that it be correct.

Are you going to mail me a bunch of junk mail?

Nope.

Hey, I'm already registered somewhere else. Do you care?

That's no problem. You can either use your 10-digit number to try IP-Relay, or you can transfer your 10-digit number to us. To use your own number, just visit www.ip-relay.com/register, and when prompted, just choose "I already have a 10-digit number with another provider." We'll verify the number and you can register without it. Contact our customer care department (textrelaysupport@purple.us) to transfer your number entirely..

What if I need to dial 9-1-1? Can I use IP-Relay?

Yes, but you should really call 9-1-1 using your TTY to avoid possible life-threatening delay. If you need to contact 9-1-1 using IP-Relay, IP-Relay can route emergency calls to the nearest public safety answering point (PSAP). When using IP-Relay for your emergency calls, be sure to provide your name, location and any important information clearly so the operator can quickly contact your local emergency response center. Take a look at our E-911 vlog for more information.

Say I start the call and then black out. How will the emergency guys find me?

This is why using a TTY for these calls is best; because even if you were unconscious, your local emergency responders could find you because your TTY would be connected to a standard phone line. If this happens on a 9-1-1 call, emergency responders would be sent to the address you've provided in your Account Preferences.

So I've heard stuff about people committing fraud with IP-Relay. Is this true?

As with all telephone services, criminals can use IP-Relay to attempt fraud. However, we can't censor the content of a relay call. See the following government regulations: FCC Rule Sec. 64.604(a)(2)(ii).

What do I do if I get a fraudulent or harassing call through IP-Relay?

Contact our customer care department. We will provide instructions you can use to work with your telephone company to block relay calls to your home. This will stop all calls placed through IP-Relay.com to your home. Contact Customer Care for more assistance textrelaysupport@purple.us.

What if I'm receiving these calls to my business line?

It's illegal for businesses to block inbound relay calls (See the following FCC order related to relay calls to businesses: http://hraunfoss.fcc.gov/edocs_public/attachmatch/DA-05-2477A1.doc).

If someone prank called me with IP-Relay, can you trace that call?

Yes, when someone connects to the relay service some of the information we receive is traceable, and can be provided to law enforcement if the call you received was abusive. All we can provide is the date, time, and the number dialed. We do not and can not keep your conversation content. Contact Customer Care for more assistance textrelaysupport@purple.us.

Is there a pattern to calls that are fraudulent? When should I be suspicious?

These calls usually involve a person making a purchase, whether from a listing in a newspaper or online, or from a business. The caller offers to pay more for an item than the business is charging, asking the business to apply the "extra money" to shipping costs. If you received a call that you believe might be fraudulent please contact us. You can reach us at textrelaysupport@purple.us.

So, I think I received a fraudulent call. What should I do, and where should I report the fraud?

First, contact us at textrelaysupport@purple.us. You can also take a look at the Public Notice from the FCC regarding fraud that sometimes happens through relay services http://www.fcc.gov/cgb/consumerfacts/iprelayfraud.html. You can also report the fraud to the FBI at its Internet Crime site www.ic3.gov, and/or to the Federal Trade Commission (FTC) at 1-888-FTC-HELP or www.ftc.gov.

So all law enforcement needs to do to get call info is just ask? Can they get my conversation too?

No. Just like a phone company, a relay service cannot record a conversation, and can only collect call connection information. See FCC Rule Sec. 64.604(a)(2)(i). We will only provide this to law enforcement if served with a subpoena. Without a subpoena, we can't legally release information concerning a call. 47 U.S.C. Sec. 605.

I'm with law enforcement. Besides a subpoena, what else do you need to find the information on the call I'm investigating?

To research the connection, we will need to know as many details as possible about the call, including: the date(s) and time(s) of calls, the number dialed and any caller ID information that was displayed, and the type of issue (example: prank calls, fraudulent credit card, or overpayment scams, etc.).

OK, I want to make a call. How do I do it?

Sign into the IP-Relay site, and the home page will display the "Make an IP-Relay Call" box". Just type your number in the box and click the "Dial" button. Your call will begin immediately.

Seriously? I have to be registered to make a call?

Yes. That's an FCC requirement. But it's a good thing. Not only does it make it easy for people to call you through IP-Relay, it makes IP-Relay safer if you use it for 9-1-1 calls.

How do I set up all my call preferences?

Once you've signed in, in the bottom left corner of the "Make an IP-Relay web call:" box, click on the "Call Preferences" drop down menu. This will enable you to change specific settings for the call you're about to make.

Can I make these settings permanent for all my calls?

Yes. Just check the "Use these Settings for all my IP-Relay calls" box. Your settings will stay the same for all your calls until you change them.

What's the difference between Call Preferences and Account Settings?

Call Preferences are typically used for special instances where you want to complete a call with different settings than the ones you usually use. For example, you might want to "announce relay" to your bank, but not for most of your calls. Account Settings allow you to set up all the ways you use relay, including: Your login and contact information, including name, address, preferred email address, screen names, etc. Your call preferences, including operator gender, Language, conversation style, VCO preferences, and Special instructions. Finally, Account Settings also lets you set up your personal greetings, both the greeting read to people you call before (or instead of) announcing relay, and your Missed call Message which is read to callers who are unable to reach you through your 10-digit number.

Can I use VCO?

Yes. Sign in to IP-Relay.com, click on the Account Settings drop down menu at the bottom of the "Make an IP-Relay web call" box. Then click the "Call" tab and enter the VCO call back number.

What are the Account Settings for?

Account Settings let you customize IP-Relay to work the way you work. You can also change things like your password or screen name, your personal greetings, and more.

Do I need to put in my address?

Yes. This is a safety measure in case you use IP-Relay to make 9-1-1 calls.

Why do you ask for my IM screen name?

Your IM screen name is what enables you to receive calls from people who dial your 10-digit number. When they dial your number, their call pops up as an AIM window when you're signed into AIM.

Are the call preferences set for all my calls?

Yes. Until you change them again.

What are the Personal Greeting and Missed Call Messages?

Your Personal Greeting is the greeting that is played before relay is introduced to the person you are calling. Your Missed Call Message is played to callers who dial your 10-digit number and do not reach you.

How do I change the size or color of my text?

To change the size, click on the "AA Size icon" at the top of the window, and highlight the type size you'd like to use. For color, click on either "My Text" to change the color of your side of the conversation, or "Operator Text" to change the color of the operator's text. When the colors appear, mouse over and click on the color you'd like to change to.

Can I save my conversations? How about print them?

You can save or print your conversations by clicking on the "Save" or "Print" icons respectively.

Do I need GA/SK?

GA and SK are no longer required in relay conversations. However, if you choose to, you can check the "Add GA on enter" icon in the lower right corner of the window to add "GA" every time you tap the "enter" key.

How can I start a relay call in Spanish?

Before you start your call, check the "Marque esta casilla para Español" checkbox in the "Make an IP-Relay web call:" box before you start your call. When you start your call, it will be a Spanish IP-Relay call.

How do I download the IP-Relay app on iPhone?

There are two ways to get the iPhone App, and both are free.

1. The App Store
   1. Tap the App Store icon on your iPhone or iPod Touch.
   2. Type "IP-Relay" into the search box at the top
   3. Tap the Purple IP-Relay Icon
   4. Tap "install". You'll need to provide your Apple user name and password.
2. iTunes
   1. Launch iTunes on your Mac or PC.
   2. Click on "iTunes Store" on the left side of your screen;
   3. Type "IP-Relay" into the search box at the top
   4. Click the "Free" button next to the IP-Relay app
   5. Tap "install". You'll need to provide your Apple user name and password.
   6. The next time you sync your iPhone or iPod Touch, IP-Relay will be added to your device.

The App says I need to be registered to use it. Why?

The FCC requires anyone who uses IP-Relay services to be registered with an IP-Relay provider.

What makes IP-Relay on the iPhone better than competitors?

IP-Relay is the only relay provider to offer an App designed to work with your iPhone. This means, IP-Relay offers features other services just don't have, including:

1. A large, convenient dialpad, which offers fast, easy calls.
2. Built-in integration with your iPhone or iPod Touch address book so you can dial any contact with just one tap.
3. Choice of font size, highlight color and call preferences offers you relay your way.
4. One-Tap Redial lets you dial any recently called number in one tap.

How do I make an IP-Relay call with the iPhone app?

Two ways. Either tap the phone number you'd like to dial using the dialpad. Or, from the IP-Relay app, tap Contacts icon, and tap a contact in your address book.

Will it work with my iPhone address book?

Yes. From the IP-Relay app, tap the "Contacts" icon at the bottom and you can dial any contact with one tap.

What is One-tap Redial and how does it work?

From the IP-Relay app, tap the "Recent" icon for a list of recently dialed numbers. Tap any one in the list to redial it instantly.

Will this work on the iPod Touch and the iPad?

Yes.

How do I download the IP-Relay app on Android?

There are two ways to get the Android App, and both are free.

1. Scan the IP-Relay Barcode.
   1. When you visit the Android page, you'll see a square "barcode" on the page.
   2. Launch Google Goggles on your Android device, and snap a picture of this barcode (that is, take a picture of your computer's monitor while the code is displayed). You'll see the picture appear on your Android device, and it will scan the barcode.
   3. Tap "View in the Android Market," followed by "Install."
   4. Tap "install".

1. Android Marketplace
   1. Launch the Android Marketplace on your Android device.
   2. Tap the "search" button and type in "IP-Relay".
   3. Tap the IP-Relay app that appears in the list.
   4. Tap "Install."

The App says I need to be registered to use it. Why?

The FCC requires anyone who uses IP-Relay services to be registered with an IP-Relay provider, and be a qualified user (i.e. someone who is deaf, hard of hearing, or who has speech disabilities).

How do I make an IP-Relay call with the Android app?

Two ways. Either tap the phone number you'd like to dial using the dialpad. Or, from the IP-Relay app, tap Contacts icon, and tap a contact in your address book.

Will it work with my Android Contacts?

Yes. From the IP-Relay app, tap the "Contacts" icon at the bottom and you can dial any contact with one tap.

What is One-tap Redial and how does it work?

From the IP-Relay app, tap the "Recent" icon for a list of recently dialed numbers. Tap any one in the list to redial it instantly.

How do I download the IP-Relay app on the Sidekick?

You can download the App in five easy steps.

1. First. Choose the Download Catalog.
2. Next, Scroll to Applications.
3. Next, scroll to Communication Tools in the list, and then click on Wireless IP-Relay.
4. Choose "Purchase."
5. Choose "Install and Restart" (For Sidekick LX or Slide users, IP-Relay will automatically install and restart.)

The App says I need to be registered to use it. Why?

The FCC requires anyone who uses IP-Relay services to be registered with an IP-Relay provider.

How do I make an IP-Relay call with the Sidekick app?

Using the "Jump Wheel," scroll to "Applications" and choose "Wireless IP-Relay" Once the Application starts, you'll be able to enter a number and make a call immediately.

What makes IP-Relay on the Sidekick better than competitors?

IP-Relay is designed to work with your Sidekick, offering easy access to address book for one-click calls.

Can I make calls from my Sidekick address book?

Yes. From within the Wireless IP-Relay app, choose contacts. Then use "Find" to pick the contact you'd like to dial. Begin typing the name of that person. Then Click "OK" to dial your contact.

How do I redial a number?

From the Wireless IP-Relay app, choose Call History. Then scroll to and click the number in the list you'd like to dial Then click "OK" to begin your call.

Can I email a conversation to someone or to myself to save it?

Yes. After your conversation ends, bring up the Main menu and select "Copy Text." Then, go to your Sidekick's Email function, set up and address a new message and choose "Paste" to paste it into the message body.

How do I enter special instructions for the operator?

If dialing from the dial pad, you can enter Special Instructions before you begin your call. If dialing from your address book, you can enter Special Instructions after you've chosen the contact you want to dial.

How do I download the IP-Relay app on the BlackBerry?

You can download the Wireless IP-Relay app to your BlackBerry two different ways, and both are free:

1. Over-the-Air Download. This is probably the easiest method. From your Home screen, launch your preferred Internet Browser, and choose "Go to" from the menu. Then:
   1. Type in the following web address: http://www.ip-relay.com/bb
   2. Read the information and if you agree, click "I agree"
   3. The application will download and install automatically
2. Download From AppWorld. This is the other method for downloading:
   1. From your home screen, launch Appworld
   2. Select "Search" and type in "wireless ip-relay"
   3. Scroll down and select "wireless ip-relay"
   4. Select "Download"

The App says I need to be registered to use it. Why?

The FCC requires anyone who uses IP-Relay services to be registered with an IP-Relay provider.

How do I make an IP-Relay call with the BlackBerry app?

There three ways to dial using Wireless IP-Relay on your BlackBerry. First, from the app's main screen, you can type the number you'd like to dial and press the BlackBerry's "Send" or green phone button. Your call will begin immediately. Second, instead of the number you want to dial, you can type the name of the person you'd like to dial who is in your address book. As you type, contacts with names that most closely match the letters you enter will appear. Choose the name of the contact you'd like to dial from the list, and click the "Send" or green phone button on your BlackBerry. Third, you can dial directly from your address book. Simply open the Address book, type the name of the contact you'd like to call. Then, press the device menu, and choose "Call with IP-Relay" from the menu.

What makes IP-Relay on the BlackBerry better than competitors?

The Wireless IP-Relay app on the BlackBerry was designed to work with your device as a standalone app. That means it can dial directly from your address book, or allows you to dial quickly and easily using the built-in Dial Pad. This is more convenient than browser-based solutions.

How do I redial using Wireless IP-Relay.

From within Wireless IP-Relay, scroll to the Call Log screen for a list of your most recently dialed numbers. Then, Scroll to the number you'd like to redial, press the trackball and select "Dial."

Can I email a conversation to someone or to myself to save it?

Yes. After your conversation ends, bring up the main menu and select "Copy". Then, go to your BlackBerry's Email function, set up and address a new message and choose "Paste" to paste it into the message body.

How do I enter special instructions for the operator?

If dialing from the dial pad, you can enter Special Instructions before you begin your call. If you're redialing a number or calling through the Address Book, you will be asked to put in special instructions before your call begins.

Why should I add this to my Buddy list?

By adding My IP Relay to your buddy list, you will be able to start an IP-Relay call in AIM with just A couple easy steps: Choose "My IP Relay" from your buddy list, type the number you want to dial, and press "Enter".

How do I add it to my Buddy List?

Select "Setup" from the toolbar at the bottom of your Instant Messenger application once you have logged in. A new window will launch and then select the "Add Buddy" icon at the bottom. This will allow you to add the My IP Relay screen name to your buddy list. Once you have entered My IP Relay to your list select "Return to Buddy List" located at the bottom of your screen. You will then return to the application window where the new screen name should appear. Click on "Add Buddy" and type "My IP Relay" into the "Screen Name" field. Then Click "Save."

How do I make a BuddyList call?

Choose "My IP Relay" from your buddy list, type the number you want to dial, and press "Enter".

Can I make a call without using my Buddy list?

Yes, in two easy steps. First, Type My IP Relay into your instant messaging contact window. Then, type the number you wish to dial & click 'Send'. You will be connected to a relay operator. When you're finished with your calls, you can disconnect by typing "END CALL".

Can I receive calls on AIM? How?

Yes. You need to be registered with IP-Relay. Once registered, make sure that your AIM screen name is included in your Account Settings. Then, give out your 10-digit number to friends who you would like to call you. If you're signed into AIM, whether on your wireless device or on your computer, you'll receive their call in an AIM window. If you're not signed in, callers can leave you a message which will be emailed to you.

I have AIM on my wireless phone. Can I use it for IP-Relay?

Yes. You can make a call by Instant Messaging the screen name "My IP Relay" with the number you'd like to dial. You can also add "My IP Relay" to your buddy list to make IP-Relay calls even faster from your phone.

What screen name do I use to place an IP-Relay call with AIM?

Use "My IP Relay" to make an IP-Relay call using AIM.

Can I save my call conversations from AIM?

Yes. Since the conversation is like any other AIM chat, just choose "File" or "Conversation" from the chat window and then choose "save."

How do I hang-Up?

Just type "END CALL" when you're through.

How do I reach a Spanish Relay Operator?

Yes. To place an IP-Relay call in Spanish on AIM:

1. Click on My IP Relay and type "hi"
2. When the menu appears, type "CALL"
3. At the prompt, type "Spanish Operator" and wait for the Operator to respond. When the operator responds, type the number you wish to dial.

Can I type special instructions to the operator?

Yes. Click on My IP Relay and type "hi". When the menu appears, type "CALL". At the prompt, type your instruction and the number you wish to dial.

Where'd you find your authors?

Our authors came highly recommended from people who are a part of the deaf community.

Can I suggest article ideas?

Yes. Send a message with your article ideas to textrelaysupport@purple.us.

How do I leave comments for the articles?

Click on the "Comments" icon in the bottom left corner of the article page you're reading. You'll be presented with a way to leave comments.

What kind of offers are available to IP-Relay users?

Today, we are offering eight great communication tools as a thank you for registering for IP-Relay. These include: 1. Unlimited access to IP-Relay, 2. A personal 10-digit number to make contacting you easy, 3. A custom greeting to personalize your relay experience, 4. Easy access to your phone book on wireless devices, 5. Custom call tools like the ability to set special instructions or choose operator gender, 6. Access to IP-Relay on the iPhone, Sidekick, or BlackBerry, 7. 24-hour messaging, and 8. Custom calling cards (coming soon!).