Question and Relay Services on the Deaf end

[diehardbiker]

If that is the case, I will keep calling back and be an azzhole with them until I get though. Usually it works, because the operator would be forced to contact their supervisor and they will have to deal with me and get though that I need them to get though. I have done that several times and it works almost every time. Relay operator are required to relay exact tone that I give to them.

However, most of the time there isn't any issue for me.

No I am not talking about the Relay Agent. If you were to use a Relay Agent to call Chase, Allstate any call center those agents are required to get you off the phone as soon as possible.

Unlike you Relay Agent who is REQUIRED to stay on the phone with you as long as possible when you call a call center those agents can get fired for being on the phone for to long.

So I noticed the excuse people give you guys why Call Centers hang up on relay operators is because they think its a Nigerian Scammer that is not the reason. It's because Relay calls kill a reps 'Call time'

 

[CrazyPaul]

Those tiers don't really have anything to do with relay calls. It's not like you're going to get a certain tier because you're using relay. They have to do with the reason why you're calling, not how you're calling. This is what happens when you call, ask a question and then they put you on hold to connect you with someone that can help you with your problem better.

No, you misunderstood. HisShadowX mentioned that the call centers usually hang up on a relay call which takes too long. So I left the link to show that it's not true. If a call center doesn't handle an issue I have, it will transfer my call to another dept (a second tier) to take care of it.

For example, I make a relay call to Chase to activate my new credit card I got by mail, its call center usually takes care of it since it takes only a few minutes. If I have another issue like a dispute which may take more than 5 or 15 minutes, the call center doesn't handle it so my call is transferred to its account dept which is a second tier. So far I have no problem with any call center while making relay calls. Did you have a problem with a call center that might give you a hard time when you made a relay call?

Please carefully read the quote that I replied to.

 

[HisShadowX]

Call centre - Wikipedia, the free encyclopedia

The second tier or Supervisor calls would not consider a long call worth their time and an operator wouldn't transfer that. I've never worked at a call center that would allow you to transfer a call because you been on it for awhile. That would prob result in a write up.

If that is the case, I will keep calling back and be an azzhole with them until I get though. Usually it works, because the operator would be forced to contact their supervisor and they will have to deal with me and get though that I need them to get though. I have done that several times and it works almost every time. Relay operator are required to relay exact tone that I give to them.

However, most of the time there isn't any issue for me.

So you can have a relay operator interject a tone like your being a jerk or rushing someone? I've been wondering this cause it sounds like some relay operators it sounds like they are trying to act with certain words.

No, you misunderstood. HisShadowX mentioned that the call centers usually hang up on a relay call which takes too long. So I left the link to show that it's not true. If a call center doesn't handle an issue I have, it will transfer my call to another dept (a second tier) to take care of it.

For example, I make a relay call to Chase to activate my new credit card I got by mail, its call center usually takes care of it since it takes only a few minutes. If I have another issue like a dispute which may take more than 5 or 15 minutes, the call center doesn't handle it so my call is transferred to its account dept which is a second tier. So far I have no problem with any call center while making relay calls. Did you have a problem with a call center that might give you a hard time when you made a relay call?

Please carefully read the quote that I replied to.

That typically does not happen. Cause at any Call Center any Supervisor call that is transferred that is not a good reason is a possible write up. Rather then transfer the call most relay calls are disconnected on purpose. Sometimes you'll get disconnected until you get someone like me who is willing to take the time and willing to sacrifice their call time to help you.

The reason why I ask about the tone of a voice is because I go out of my way to help people and I notice most deaf relay calls the Relay operator sounds as if she or he is being snotty so I am not sure if this is the a Relay Operator or perhaps the Relay Operator translating the mannerisms of the deaf client and adding that to their tone

 

[ambrosia]

No, you misunderstood. HisShadowX mentioned that the call centers usually hang up on a relay call which takes too long. So I left the link to show that it's not true. If a call center doesn't handle an issue I have, it will transfer my call to another dept (a second tier) to take care of it.

For example, I make a relay call to Chase to activate my new credit card I got by mail, its call center usually takes care of it since it takes only a few minutes. If I have another issue like a dispute which may take more than 5 or 15 minutes, the call center doesn't handle it so my call is transferred to its account dept which is a second tier. So far I have no problem with any call center while making relay calls. Did you have a problem with a call center that might give you a hard time when you made a relay call?

Please carefully read the quote that I replied to.

You should read it more carefully. When they say you'll be transferred to the second "if you need more assistance" they're not talking about time, but information. The first tier is for general information questions, if you need more information than just general you'll get transferred.

 

[CrazyPaul]

You should read it more carefully. When they say you'll be transferred to the second "if you need more assistance" they're not talking about time, but information. The first tier is for general information questions, if you need more information than just general you'll get transferred.

Above, you are repeating what I said. Do you know what more assistance means? It can be anything that a call center doesn't handle such as a complaint, problem that needs to be solved or dispute.

Looks like you didn't read his quote that I replied to. He said that the call centers cut off relay calls because it takes long time. What the hell he talking about?

If you were to use a Relay Agent to call Chase, Allstate any call center those agents are required to get you off the phone as soon as possible.

It never happened to me so I point out that if I need more assistance, it will transfer my call to another dept instead of hanging up on me. In other words, the call centers never hang up on me due to time limit when I use a relay service. They never said to me, "We have been on phone for 5 minutes. Time's up so I have to hang up now. Sorry about that. Bye".

Actually that's a stupid argument he made about call centers hanging up on relay calls as soon as possible. The End! MOVE ON!

(He also complaint about relay operator/interpreter's tone which is not deaf people's problem and suggested that we use email/texting instead of relay service, WTF?)

 

[Jane B.]

I realize that what I have written has gotten long but I hope others such as HisShadowX find it useful.

I am someone that grew up in the hearing community even though I was deaf in one ear from the age of 5 (not sure if it was calendar year 1947 or 1948 and found after an ear infection that followed a very bad case of measles). My other ear was very good and all I did throughout grade and high school (in USA) was front row seating except in one class where the instructor did most of her talking from the side because there was a bigger blackboard there so that is where I sat.

A loss in the other ear became noticeable when in my 30's (early 1970's). I went to a hearing aid and had no real problems do to adding amplification until finally calls had become a real problem shortly before TRS relay became available. In that interval I found that friends and/or co-workers were very willing to handle calls for me but inclined to forget that it was not their call but mine. Thus, they would hang up and tell me results that were not what I wanted making it necessary to call back to make changes. When Illinois first offered TRS it was intrastate ONLY. So, living in Southern Illinois where the closest city of specialist medical services is St. Louis, Missouri I paid through the nose to use a private service for such calls. The company also did not offer VCO so I had to type my end of the conversation slowing things down and thus also making their charges higher.

What I have used for years is a TTY connected to a landline and the chained to a regular phone. When making a call I turn the TTY on, hit control and redial at the same time which connects me to the Illinois Relay Center, I voice the complete number of who I want to call on the phone. I was very surprised when I was made fun of on this site for still using a TTY rather than Iprelay!!!!!!!!!!! I want my VCO and have not heard of any Iprelay that offers it. (I will put my CapTel experience in another post).

I do still get hang ups at the announcement of a Relay Call after all of these years. If I finally get through, some say that they assumed it was a sales call.

Regions Bank automatically rejects the calls referring the calls to their 800 number unless you have already made your branch aware of the fact that calls from you will be relay calls. The scammer calls, not just Nigerian ones either, is the excuse given for this. It would be nice if they at least found out what the call was for before referring it to the 800 number as for instance what scam would be involved if someone was just asking what the current hours that the branch is open are?

One thing that I find very tiresome that is done by the hearing is saying “tell her” or “have her” for example even after having received the explanation of relay that I am getting what is heard from their end of the line and that they are not giving instructions to the CA. I suppose it is understandable from someone new to relay but being referred to in the third person gets very, very old to me.

The killing of “call time” is something that those that set the limits need to be educated about. I am under the impression that those that set the limits don't realize that on a TRS or Iprelay call the CA is TYPING what is being said by the hearing person on the call. I know of very few that can type as fast as a person can talk. The “machine gun” delivery used by some that talk even makes the problem worse.

 

[Jane B.]

I have had my adventures with cell phone use.

The first thing that I discovered to use a cell phone was the PVCO which straps the end of the phone when a hearing person would listen . It is the blue device at the top of the photo.

When analog service went away the PVCO resulted in too many errors. I then discovered the PocketComm.

This connects to the headphone jack via a cord and includes a mike to speak into. When in good condition this worked very well. But . . . I found it much more delicate than a cell phone. Over about six years I had almost yearly repairs to the tune of about $100 per repair. I used the same cell phone the entire time and needed no repairs! That may well have happened to others as well because it has been discontinued.

There was then a point where I went to two cell phones and used web CapTel. On one phone I had my browser open to the site like you would on a computer. The other phone was used for me to talk into. This was because strongest service here is from Verizon and you can’t talk and use data on their 3G service at the same time. AT&T was out because of 2G service here (2G = no voice & data at the same time).

Then after it "coming soon" for what I think was about a year Sprint finally came out with their “Wireless CapTel by Sprint” which at the time was supposed to work on any 3G provider. I tried it using a neckloop where you had to constantly press the button to use the mike. I got reports that I was cutting in and out so bad that the other party was getting about every third word I was saying. We thought I just needed practice in keeping the mike engaged but discovered that 3G coverage is not BOTH fast enough and stable enough for the VOIP that Sprint is using. They now suggest it be use in LTE coverage or WIFI. To me the purpose of a cell phone is calls anywhere.

I did not find out about it immediately but have discovered that T-Mobile has fast enough coverage where I am to use Hamilton’s app which uses simultaneous voice & data. But . . . you can easily drive out of that fast of coverage around here. So . . . when I go further I am back to carrying two phones for web CapTel.

It works but I don’t know how you would ever have a call where “If used correctly no one would never know there was a relay operator” as HisShadowX says can be done. For me there is enough of a lag between the time the hearing person finishes speaking and the time when the full captions of what they said come in that you will have questions at least or even have them hang up because of no response from you.

 

[diehardbiker]

That was supposed to be. Sometimes relay operator had their bad day and should never mix their bad day with their relay duties, unfortunately sometimes relay operator being an anal when the caller was actually so friendly.

I have work for relay company in the past as calling center (Not an interpreter, I can't do that job) and I have general idea of what's in and out of relay operations. Sometimes we have bad apples and relay company will terminate any terp if they are not doing their job as they are required to perform, or abuse the system as well. If they were caught with misconduct of any kind, they can not bill these kinds of call to FCC. FCC have zero tolerance with any kinds of abuses.

So you can have a relay operator interject a tone like your being a jerk or rushing someone? I've been wondering this cause it sounds like some relay operators it sounds like they are trying to act with certain words.

 

[Angel1989]

I just spent 3 hrs and 24 minutes using CapTel to deal with an insurance issue. There were two disconnects during this call. My hubby has spent four weeks and over twenty hours on the phone trying to resolve this pharmacy error. He finally got so frustrated and gave up. So, today was my turn dealing with incompetent mail order pharmacists who have completely misfilled my prescription. Our insurance requires this med fo be filled via mail order only. If I don't have this med I will become very ill. I am so friggin stressed between this and my glasses that were made wrong for the third time. Does anyone know if there is some place I can call who might be able to help me out?

 

[Jane B.]

I just spent 3 hrs and 24 minutes using CapTel to deal with an insurance issue. There were two disconnects during this call. My hubby has spent four weeks and over twenty hours on the phone trying to resolve this pharmacy error. He finally got so frustrated and gave up. So, today was my turn dealing with incompetent mail order pharmacists who have completely misfilled my prescription. Our insurance requires this med fo be filled via mail order only. If I don't have this med I will become very ill. I am so friggin stressed between this and my glasses that were made wrong for the third time. Does anyone know if there is some place I can call who might be able to help me out?

I don't know about where you live but TV stations out of St. Louis have tackled such a variety of problems for people with surprising results. The worse answer you could get is that it is not something they would get involved in leaving you no worse off than you are now.

 

[drphil]

As I actually use a TTY. This is what it means to me.

VCO_ Voice Carry Over-I am speaking with the Relay service keying what the other party is saying. I advise them _ using VCO when accessing the system-711.

I understand there is something called HCO, You can hear but can't speak thus Relay will speak for you. You key whatever you want them to say on your behalf..
aside: i have never used this.

My machine also have TEXT which is like using a computer to key back and forth. No speaking, of course. The other person must also have TEXT TTY- for this to work.

I have had my TTY since January 1996

 

[Jane B.]

See post 9 in this thread http://www.alldeaf.com/our-world-our-culture/114457-first-tty-call-0-a.html#post2240858 and I think you will agree that drphil and I use a TTY and Relay Service in a very similar manor.

As I actually use a TTY. This is what it means to me.

VCO_ Voice Carry Over-I am speaking with the Relay service keying what the other party is saying. I advise them _ using VCO when accessing the system-711.

I understand there is something called HCO, You can hear but can't speak thus Relay will speak for you. You key whatever you want them to say on your behalf..
aside: i have never used this.

My machine also have TEXT which is like using a computer to key back and forth. No speaking, of course. The other person must also have TEXT TTY- for this to work.

I have had my TTY since January 1996

 

[Jane B.]

Trying again to get you a photo of the PVCO referred to in the second paragraph of the quote below:

I have had my adventures with cell phone use.

The first thing that I discovered to use a cell phone was the PVCO which straps the end of the phone when a hearing person would listen . It is the blue device at the top of the photo.

When analog service went away the PVCO resulted in too many errors. I then discovered the PocketComm.

This connects to the headphone jack via a cord and includes a mike to speak into. When in good condition this worked very well. But . . . I found it much more delicate than a cell phone. Over about six years I had almost yearly repairs to the tune of about $100 per repair. I used the same cell phone the entire time and needed no repairs! That may well have happened to others as well because it has been discontinued.

There was then a point where I went to two cell phones and used web CapTel. On one phone I had my browser open to the site like you would on a computer. The other phone was used for me to talk into. This was because strongest service here is from Verizon and you can’t talk and use data on their 3G service at the same time. AT&T was out because of 2G service here (2G = no voice & data at the same time).

Then after it "coming soon" for what I think was about a year Sprint finally came out with their “Wireless CapTel by Sprint” which at the time was supposed to work on any 3G provider. I tried it using a neckloop where you had to constantly press the button to use the mike. I got reports that I was cutting in and out so bad that the other party was getting about every third word I was saying. We thought I just needed practice in keeping the mike engaged but discovered that 3G coverage is not BOTH fast enough and stable enough for the VOIP that Sprint is using. They now suggest it be use in LTE coverage or WIFI. To me the purpose of a cell phone is calls anywhere.

I did not find out about it immediately but have discovered that T-Mobile has fast enough coverage where I am to use Hamilton’s app which uses simultaneous voice & data. But . . . you can easily drive out of that fast of coverage around here. So . . . when I go further I am back to carrying two phones for web CapTel.

It works but I don’t know how you would ever have a call where “If used correctly no one would never know there was a relay operator” as HisShadowX says can be done. For me there is enough of a lag between the time the hearing person finishes speaking and the time when the full captions of what they said come in that you will have questions at least or even have them hang up because of no response from you.