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TELUS IP Relay

TELUS IP Relay is a relay service for deaf and hard-of-hearing individuals to place and receive text-based relay calls from their personal computer (PC) and/or mobile device. A TELUS IP Relay operator will connect an IP Relay caller to a voice party. All calls are strictly confidential. All you need to use TELUS IP Relay is a PC with an Internet connection.

There is no charge for using the TELUS IP Relay Service to place local calls or long distance calls within North America using a PC. For wireless Smartphone devices all applicable usage charges still apply. International calls are billed at regular long distance rates.

Calls placed through the TELUS IP Relay Service are also entirely confidential. TELUS IP Relay agents are professionally trained and follow a strict code of ethics. No record of conversation content is retained.


How to reach TELUS IP Relay


How TELUS IP Relay works for IP users

A person who is deaf, hard of hearing or speech disabled uses a PC or wireless web enabled device to type his or her conversation to a TELUS IP Relay agent, who then reads the typed conversation to the other party. The TELUS IP Relay agent then types the other party's spoken words back to the IP Relay user.

Getting started

PC requirements:

  • Internet connection (DSL, Cable, T1, etc.)
  • Internet browser (Microsoft Internet Explorer 6 or 7,Apple Safari 4 or greater, Mozilla Firefox 3.5 or greater, Google Chrome)
  • Computer

Wireless Smartphone requirements:

  • Smartphone with QWERTY keyboard
  • Web browser supporting AJAX and Javascript
    • e.g. Bolt browser for Blackberry devices and Skyfire browser for Windows mobile devices)
    • Please refer to your Smartphone user guides for more information
  • First connect to http://iprelay.telus.net/ from your PC or wireless device.
  • If this is your first time using the service select "Register for a new account" and follow the registration process.
  • Log onto TELUS IP Relay with your Access number and password
  • In the "Make a call" tab, enter the phone number in the "number to dial field" and any special instructions for the operator.(optional)
  • Select "Call"
  • The TELUS IP Relay agent will answer by typing "Welcome to TELUS IP RELAY SERVICE, operator #, this is (agent's name), followed by GA (for go ahead).
  • The TELUS IP Relay agent will dial the number and will let you know how the connection is progressing e.g. (ringing 1…2…3…), inform you when someone answers, and then give the person's gender in brackets (e.g. (f) female, (m) male).

Tips for IP Relay users

  • Enter the number you wish to call and any instructions for the operator prior to selecting the "Call" button. This makes it easier for us to initiate your call.
  • When calling a business with multiple departments, tell the TELUS IP Relay agent which department you wish to reach at the beginning of the call.
  • You may leave messages on answering machines or voice mail systems through TELUS IP Relay. When you leave a message, leave the IP Relay voice to deaf number (1-877-584- 4747) as part of your message, along with your IP Relay number.

How IP Relay works for voice users

Standard Telephone users and TELUS wireless users can easily initiate calls to TELUS IP users using the TELUS IP Relay Service. A TELUS IP Relay agent will type your spoken words to the IP user and read back their replies.

Getting started

  1. First, dial 1-877-584- 4747. The TELUS Relay agent will answer saying TELUS IP RELAY SERVICE, (agent's name) SPEAKING, followed by GA (for go ahead).
  2. Provide the TELUS Relay agent the 9 digit IP Relay number you would like to call.(note: although you aren't required to give the agent your name or the name of the person you are trying to reach, doing so helps the agent connect to the person you are calling).
  3. The TELUS IP Relay agent will dial the number and keep you informed, as you will not be able to hear the line ring.
  4. The TELUS IP Relay agent will tell you when the IP Relay user has answered and read what is typed, followed by GO AHEAD. GO AHEAD is your cue to begin speaking. Always finish by saying GO AHEAD so the IP Relay user will know it is their turn to respond.

Tips for voice users

  • Remember to speak directly to the IP Relay user, not to the TELUS IP Relay agent.
  • Speak a bit more slowly than usual as the TELUS IP Relay agent is typing in word for word what you are saying.
  • Spell names.
  • Always say GO AHEAD when you are finished.
  • Always wait for the TELUS IP Relay agent to say GO AHEAD before speaking.
  • Let the TELUS Relay agent know at the beginning of the call if you are familiar with the service.
  • If the IP Relay user is unavailable you will have the option to leave a text message. For more information please go to http://iprelay.telus.net/ TIPS and FAQ.

Two-line voice carry over

If you can speak clearly, and use text to see what the other person is saying, you may request Voice Carry Over (VCO). Two-line VCO allows you to speak for yourself, while the TELUS IP Relay agent will type what the person says to you.


Placing a call to the TELUS IP Relay Service using two-line VCO

Required:

  • Internet connection ( DSL, Cable, T1, etc.)
  • Internet browser (Microsoft Internet Explorer 6 or 7,Apple Safari 4 or greater, Mozilla Firefox 3.5 or greater, Google Chrome)
  • Computer
  • 3 way calling on customer's wireline phone
  • First connect to http://iprelay.telus.net/ from your PC
  • If this is your first time using the service select "Register for a new account" and follow the registration process.
  • Log onto TELUS IP Relay with your Access number and password
  • Under the "Profile" tab you can select VCO for service type ( this will let the operator know you are a VCO caller)
  • In the "Make a call" tab, enter the phone number in the "number to dial field" and any special instructions for the operator.(optional)
  • Select "Call"
  • The TELUS IP Relay agent will answer by typing "Welcome to TELUS IP RELAY SERVICE, operator #, this is (agent's name), followed by GA (for go ahead).
  • The TELUS IP Relay agent will dial your wireline phone number
  • Once connection is made with the operator, conference in the party you wish to speak to from your telephone.
  • The IP Relay agent will update you on the status of the call (ringing, busy, and who has answered) by typing to you.
  • When the IP Relay agent has the person you have called on the line, he or she will type (name) IS ON THE LINE, VCO IS ON GA.
  • When you see the GA, it is your turn to speak. Remember to say "GO AHEAD"when you are done.