TELUS IP Relay Service

Learn more about our IP Relay Service for persons who are deaf, hard-of-hearing or with speech disabilities

Overview


TELUS IP Relay Service enables persons who are deaf, hard-of-hearing or with speech disabilities 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, smartphone or tablet 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


You can reach TELUS IP Relay through a computer or mobile device.

IP to IP calls are not supported

How TELUS IP Relay works for IP users


A person who is deaf, hard of hearing or with a speech disability 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 (i.e. Microsoft Internet Explorer,Apple Safari, Mozilla Firefox, Google Chrome)
  • Computer

Wireless smartphone or tablet requirements:

  • Smartphone or tablet with QWERTY keyboard
  • Web browser supporting AJAX and Javascript (e.g. Bolt browser for Blackberry devices and Skyfire browser for Windows mobile devices)

Note: Please refer to your smartphone user guides for more information.

  1. Connect to 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
  2. Log on to TELUS IP Relay with your access number and password
  3. In the Make a call tab, enter the phone number in the "number to dial" field
  4. Select Call
  5. The TELUS IP Relay agent will answer by typing "Welcome to TELUS IP RELAY SERVICE. Please hold while we connect you with operator XXXX." The agent will then type their name followed by GA (for go ahead)
  6. 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 name (if provided) or gender in brackets (e.g. (f) female, (m) male)

Tips for IP Relay users


  • When calling a business with multiple departments, advise the TELUS IP Relay agent of which department you wish to reach when possible
  • You may leave messages on answering machines or voicemail systems through IP Relay. When you leave a message, provide your 9-digit access number. The agent will provide the IP Relay voice to IP number (1-877-584- 4747)
  • If you wish to retrieve messages from voicemail or an answering machine that requires an access PIN code, please provide the code to the TELUS IP Relay agent

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 speaking
  • Always wait for the TELUS IP Relay agent to say GO AHEAD before speaking
  • Let the TELUS IP 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 iprelay.telus.net for tips and frequently asked questions

Two-line Voice carry over (VCO)


If you can speak clearly but must 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 VCO call with TELUS IP Relay


Required:

  • Internet connection ( DSL, Cable, T1, etc.)
  • Internet browser
  • Computer
  • 3-way calling on customer's wireline phone
  1. Connect to iprelay.telus.net from your PC
  2. Log on to TELUS IP Relay with your access number and password
  3. Under the Profile tab, select VCO for service type (this will let the operator know you are a VCO caller)
  4. In the Make a call tab, enter your phone number in the Number to dial field. Select Call
  5. The TELUS IP Relay agent will answer by typing "Welcome to TELUS IP RELAY SERVICE. Please hold while we connect you with operator XXXX." The agent will then type their name
  6. The TELUS IP Relay agent will dial your wireline phone number
  7. Once connection is made with the operator, conference in the party you wish to speak to from your telephone
  8. The IP Relay agent will update you on the status of the call (ringing, busy, and who has answered) by typing to you
  9. 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’s your turn to speak. Remember to say GO AHEAD when you’re done

Note: If you receive a voice call from the operator and you require VCO, all parties must disconnect and you must call back into IP Relay to re-initiate the call.

Two-line Hearing carry over (HCO)


If you can hear but must use text to type what you need to say, you may request Hearing carry over (HCO). Two-line HCO allows you to hear what the other party is saying while the TELUS IP Relay agent speaks for you by reading what you type to the other person.

Placing an HCO call with TELUS IP Relay


Required:

  • Internet connection ( DSL, Cable, T1, etc.)
  • Internet browser
  • Computer
  • 3-way calling on customer's wireline phone
  1. Connect to iprelay.telus.net from your PC
  2. Log on to TELUS IP Relay with your access number and password
  3. Under the Profile tab, select HCO for service type (this will let the operator know you are an HCO caller)
  4. In the Make a call tab, enter your phone number in the Number to dial field. Select Call
  5. The TELUS IP Relay agent will answer by typing "Welcome to TELUS IP RELAY SERVICE. Please hold while we connect you with operator XXXX."" The agent will then type their name
  6. The TELUS IP Relay agent will dial your wireline phone number
  7. Once connection is made with the operator, conference in the party you wish to communicate with 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, HCO IS ON GA
  8. When you see the GA, it’s your turn to type. Remember to type GO AHEAD when you’re done

Note: If you receive a voice call from the operator and you require HCO, all parties must disconnect and you must call back into IP Relay to re-initiate the call.

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