An Introduction to CaptionCall by Sorenson IPCTS

Interview with Steve DeMari, MS, Director of Business Development & Education, on how Internet Protocol Captioned Telephone Service (IPCTS) can help those with hearing loss.

 

AudiologyOnline: Who is Sorenson?

Steve DeMari: Sorenson is a global language services provider combining patented technology and human-centric services to connect people across signed and spoken languages through interpreting and captioning solutions as well as the world’s leading communication services for Deaf and hard-of-hearing people. We make communication accessible for all, connecting signed and spoken languages and clarifying speech with captioning. 

AudiologyOnline: How is CaptionCall a part of Sorenson?

Steve DeMari: CaptionCall has always been part of the Sorenson family, a leader of inclusive communication services for Deaf, hard-of-hearing, and diverse people. Sorenson launched the phone call captioning service in 2010, and it has become the industry leader in no-cost telephone captioning for people with hearing loss who need captions to use the telephone. As Sorenson expands its technology and services across the globe, it is unifying them under a consistent brand. In October of 2022, our global rebranding initiative kickstarted the transition to bring CaptionCall and Sorenson products and services together. You will see the newly endorsed brand on CaptionCall by Sorenson phones, software updates, the Sorenson website—which is now the home of CaptionCall information and support—across all social media platforms, and in the re-launch of the CaptionCall by Sorenson customer newsletters. Consumers and hearing health providers can expect the same level of support and service as before, at no cost for eligible users.

AudiologyOnline: Is the same CaptionCall service & technology still available?

Steve DeMari: Yes. CaptionCall by Sorenson service allows you to see every word on a large, touchscreen display, with the latest technology backed up by trained captioning agents, this home phone service is a long way from what you grew up with. Sorenson’s phone call captioning solutions create clear, accurate text of conversations in real time, so people with hearing loss who need captions to use the phone can go about their lives and maintain their connections. To qualify for CaptionCall, you must have hearing loss that necessitates the use of captioned telephone service. You must complete an easy self-certification process and provide other mandatory registration information. Our phone call captioning service allows people with qualified hearing loss to take back control of their phone calls with clear, accurate, instant conversion of speech to text on a landline or mobile device. 

AudiologyOnline: What features are available on the CaptionCall Phones?

Steve DeMari: Read your conversations in big, clear text with the home CaptionCall phone. You can count on instant accurate closed caption phone calls so you can keep up with your conversations and your connections, to lead a happier and healthier life.

• Touchscreen display
• Volume dial
• Speakerphone
• Voice messages
• Easy-to-use and intuitive interface
• Dials, rings, and works just like a regular phone.
• Option to turn captions on and off as needed.
• Custom audio equalizer control
• Captioned voice messages
• Bluetooth connectivity
• Hearing aid-friendly technology (induction)
• Fast and accurate, transcribed in real- time.
• CaptionCall service and captions are available in English & Spanish and available throughout the entire United States including Puerto Rico.

AudiologyOnline: What is IPCTS?

Steve DeMari: IPCTS is Internet Protocol Captioned Telephone Service allows a person with hearing loss but who can use his or her own voice and has residual hearing, to speak directly to the called party and then listen, to the extent possible, to the other party and simultaneously read captions of what the other party is saying. Current captioned telephones use the internet to send the captions to the phone. This is an improvement over earlier devices that required multiple phones lines or calling a second phone number to relay the phone call. CaptionCall uses the most advanced voice recognition technology, captioning agents, and a fast transcription service to display written captions of what a caller is saying on a large, easy-to-read screen. Internet Protocol Captioned Telephone Service may use a live operator at times, where the operator generates captions of what the other party says. These captions are then sent to your phone.

AudiologyOnline: How are the ADA & FCC related to the creation of IPCTS?

Steve DeMari: CaptionCall by Sorenson is part of a federally funded program to benefit people with hearing loss, so this service is only available in the United States. Federal law prohibits anyone but registered users with hearing loss from using internet protocol captioned telephones with the captions turned on. No costs are passed along to individuals who qualify for the service. The CaptionCall by Sorenson phone remains property of CaptionCall by Sorenson to provide ongoing support, service, and upgrades. 

• ADA Americans with Disabilities Act, passed in 1990, led to the development of relay and captioned telephone services for the deaf and hard of hearing. More specifically, Title IV of the ADA required assistive services be made available to qualified end users in any state, at any time, at a cost no greater than what a person with normal hearing would pay for telephone services.
• IP CTS (Internet Protocol Captioned Telephone Service) captioned telephone industry is regulated by the Federal Government through the Federal Communications Commission (FCC). Captioning is provided by CaptionCall and paid through the TRS Telephone Relay Service fund administered by the FCC. The ADA requires telecommunications companies to make their networks accessible to people who are hard of hearing or deaf. Funding for IP CTS comes from the public collected funds via charges passed on by telephone company billing. CaptionCall is then paid a per minute rate for the captions delivered to customers and CaptionCall meets strict accuracy standards set by the FCC for the delivery of this service.

AudiologyOnline: How is Captioning provided at No Cost?

Steve DeMari: CaptionCall provides service that is paid through a fund administered by the Federal Communications Commission. Telecommunications companies required by the ADA to make their networks accessible to people who are hard of hearing or deaf. Funding for IP CTS comes from the public, collected via charges passed on via the telephone company billing. CaptionCall is then paid a per minute rate for the captions delivered to customers and we must meet strict accuracy standards set by the FCC for the delivery of this service.

AudiologyOnline: What do I need to set up my CaptionCall phone?

Steve DeMari: As long as you have either landline phone service, high speed internet, or a smartphone, we can connect you with a CaptionCall phone. CaptionCall offers no-cost installation service options: Red Carpet Service installation with in-person installation and hands-on training, or a self-guided installation with virtual trainer support. To get started with CaptionCall by Sorenson: please fill out the form to get our CaptionCall service and phone at no cost, you can also reach us at 833-691-1600. Or, if you already have a hearing healthcare provider or audiologist, they can also provide a referral to us directly on your behalf.

AudiologyOnline: What are the qualifications to receive a CaptionCall phone?

Steve DeMari: To use CaptionCall, you must have hearing loss that necessitates the use of captioned telephone service. You will have to complete a self-certification CaptionCall Phones (sorenson.com)or send a referral from your provider. Connect patients with Sorenson call captioning. Refer a Patient for CaptionCall Service (sorenson.com)

AudiologyOnline: Can I keep the same phone number?

Steve DeMari: Yes, CaptionCall works with your current home phone number. You can also keep your current provider and plan. 

AudiologyOnline: Can I use CaptionCall on a mobile device?

Steve DeMari: Yes, No-cost, real-time CaptionCall mobile captioning app restores your confidence and self-dependence to take care of calls wherever you are. Pick up the phone wherever you are and catch every word of your calls. Award-winning technology turns spoken language into real-time captions on your smartphone that you can read like a text message thread. CaptionCall Mobile - Sorenson. CaptionCall Mobile will appear to be a typical mobile call with speakerphone. Accurate call captions appear instantly for natural conversation with no lag, and the app uses predictive Artificial Intelligence (AI), so your conversations are completely private. CaptionCall Mobile is a streamlined workhorse with essential, functional features you will use:

• Voicemail captioning
• Captioned call transcripts
• English or Spanish captions and user interface
• Adjustable text size and color

AudiologyOnline: Can I amplify certain frequencies on my phone?

Steve DeMari: Yes, in addition to adjusting the volume of your calls, you can also customize the CaptionCall phone to boost frequencies where you have the greatest hearing loss. To do this, leave the handset in the cradle, touch Settings on the screen, then touch Amplification to choose your preferences.

AudiologyOnline: Does using CaptionCall impact my phone services?

Steve DeMari: No. CaptionCall works seamlessly with services from your provider, including call waiting, call forwarding, voice mail, and caller ID.

AudiologyOnline: What is TRS-URD information, and why does CaptionCall by Sorenson ask for it? 

Steve DeMari: In order to provide captioning through a federal government program, the FCC requires us to collect registration information from each customer to verify users. Without your consent to use this data, we cannot register you for captioned telephone service and must discontinue your captioning service. 

AudiologyOnline: What are some other important things to know?

Steve DeMari: Calls or captioning will not work if the power is out. Having CaptionCall Mobile in addition to the home phone may be a good idea.

AudiologyOnline: Can I use the CaptionCall phone to call 911 in case of an emergency?

Steve DeMari: Yes, you can use CaptionCall to call 911 using your telephone service, just as you would using any other home phone. As with any other call, it may take a moment for captioning to start. 911 uses the address of your CaptionCall account, usually your home. IF YOU ARE NOT AT THIS ADDRESS, TELL 911 YOUR CURRENT LOCATION.

*911 Calling Advisory: Calling 911 from a landline remains the most reliable method of reaching emergency response personnel. To ensure that your correct address is entered into your CaptionCall mobile app, go to the menu and select 911 Location. You can then verify your address, so that in case of an emergency, help will know where to go. To check the address CaptionCall has on file for your Emergency Calling Service, call 1-877-865-9228 or please also see our Emergency Calling page for more information. 911 Emergency Calling - Sorenson