Frequently Asked Questions

Sorenson Relay

General

Will I be billed for calls placed through Sorenson Relay?

No. Thanks to the Telecommunications Relay Service (TRS) fund all Sorenson Relay calls are paid for. If hearing individuals call you using your 10-digit local number, they may receive long distance charges from their phone company.

How is Sorenson Relay funded?

All VRS companies are funded through the Telecommunications Relay Service (TRS) program. Funds are made available by a federal law, the Americans with Disabilities Act (ADA), which requires functional equivalency in telecommunications access. Sorenson is compensated for the minutes of Sorenson Relay calls that are interpreted. Sorenson is not reimbursed for equipment that is supplied, including videophones and routers, or installation and service of that equipment.

Is the information I share through Sorenson Relay kept confidential?

Yes, all Sorenson Relay interpreters are required to abide by the confidentiality rules as outlined by the FCC in Section 705 of the Communications Act and as outlined in the TRS rules 47 C.F.R. § 64.604. Mandatory minimum standards can be found at: https://www.ecfr.gov.

Is there guidance about relay calls and the Health Insurance Portability and Accountability Act (HIPAA)?

Please read the HIPAA related memo.

Why can’t interpreters use the privacy screen during long hold times?

You may still use a privacy screen on the videophone, but you must be engaged in the call at all times. If you decide to use the privacy screen or leave the call, you must resume the call by taking down the privacy screen or coming back on screen within five minutes. If you do not resume the call within five minutes, the FCC rules state that the interpreter must end the call.

Am I required to use Sorenson Relay for a minimum of minutes each month to keep my Sorenson videophone?

There are no minimum Sorenson Relay usage requirements for getting or keeping a Sorenson videophone.

Will Sorenson Communications ever ask for my personal financial information?

Sorenson Communications will never call you to ask for sensitive financial information. Do not provide your personal or financial information to anyone, unless you have initiated the contact or you have confirmed that you are dealing with a legitimate organization.

If you have been or are being contacted by someone claiming to be Sorenson Communications and asking for financial information, please immediately alert us by sending an e-mail to VRScomments@sorenson.com. Immediate investigation will begin to stop fraudulent activity.

For more information about how you can protect yourself against these and other fraudulent practices, please consult the Bureau of Consumer Protection of the Federal Trade Commission, at http://www.ftc.gov/bcp/index.shtml, or the Internet Crime Complaint Center, a partnership between the Federal Bureau of Investigation and the National White Collar Crime Center, at http://www.ic3.gov/.

Can I use Sorenson Relay to make international phone calls?

If you are in the United States, you can use Sorenson Relay to call anyone, anywhere in the world, who speaks either English or Spanish. At this time if you reside outside of the United States you cannot make a Sorenson Relay call or use Sorenson Relay to make 911 emergency calls.

Interested in a Toll Free number?

Under rules adopted by the FCC, VRS providers are no longer permitted to provide toll-free service to their customers. However, you can find a list of toll-free providers at www.somos.com/find-a-toll-free-number. Contact the toll-free service provider of your choice and ask for a toll-free number. Fees may vary from provider to provider, so be sure to ask about the cost of toll-free services.

How to “Link” your toll-free number to your local ten-digit number?

Once you have a toll-free service, to have your numbers linked, send a request via email to inrequest@sorenson.com. Once we receive your request, we will ensure that the database links your assigned toll-free number with your local ten-digit number.

Default Providers

What is a default provider?

The Federal Communication Commission (FCC) requires all Sorenson Relay users to select a default provider. A default provider is required to provide Sorenson Relay users with:

  • A local 10-digit numbers
  • E911 service

A default provider delivers enhanced features to Sorenson Relay users whom it serves.

Your videophone will be connected to the network of the default VRS provider you select. Sorenson’s network cannot deliver features to a user who has selected a different default Relay provider.

What is a local 10-digit number?

Local 10-digit numbers indicate the geographic location, or “area code,” in which you live or work. Calls to a local 10-digit number from hearing callers who are outside your local calling area may cause the hearing caller to incur long distance charges.

How do I make Sorenson my default provider?

If you would like to select Sorenson Relay as your default VRS provider, please call Customer Care at 611 or (801) 386-8500.

How do I port my number to Sorenson?

To port your number to Sorenson, you will need to fill out a Standard Letter of Agency (LOA) and send it to Sorenson. Click here for more information.

Sorenson Relay 911

Enhanced 911

It is very important to keep your address information up to date for 911 services. If you become unresponsive during a 911 call, help will be sent to the 911 address that you registered with Sorenson. If you move without updating your location information, help could be mistakenly sent to your old address.

Sorenson’s E911 Experience

A Deaf person places an enhanced 911 (E911) call through Sorenson Relay by dialing 911 with a Sorenson endpoint, such as a videophone. Sorenson Relay immediately prioritizes the call and connects the Deaf caller to an American Sign Language (ASL) interpreter. The interpreter then connects to the geographically-appropriate public safety answering point (PSAP), enabling emergency services to be quickly dispatched to the Deaf person’s location.

For more detailed information, please read or review the E911 disclaimer.

How do I update my address for E911?

  • On your ntouch or Lumina videophone, go to Settings then Personal Info. Update your address there then press the Back button on your remote. Your updated address will be saved.
  • On your ntouch for Mobile or Computers, go to Settings (Or Preferences on ntouch for Mac) and then find Location or 911 Location Info and update your address there. Press Save or Send depending on your device.

Can I use all ntouch® products to make a 911 call?

Yes. You can use all ntouch® products to make an emergency 911 call 24 hours a day, 365 days a year. When you place a 911 call, your call will immediately be answered by the first available Sorenson Relay interpreter. The interpreter will locate the nearest Emergency Services center that can quickly be dispatched to your location.

It is very important to keep your address information up to date for 911 services. If you become unresponsive during a 911 call, help will be sent to the 911 address that you registered with Sorenson. If you move without updating your location information, help could be mistakenly sent to your old address.

Do ntouch® products automatically identify my location using GPS or will I need to provide my location at the time of the call?

No. There is no GPS or other automatic detection of your location. Whenever you dial 911 using ntouch® products, the Sorenson interpreter will always ask you to verify your location. If you are calling from the provisioned address you entered, your 911 call will immediately be routed to your local Emergency Services center (or PSAP). If you are not at your provisioned address, you will be asked to give your present address or location. Your 911 call will then be routed to the local Emergency Services center.

How do I place an emergency 911 call using ntouch® products?

Calling 911 on ntouch® products is easy. Follow these steps:

Step 1
Enter 911 into the Dial field. You can also use the 911 contact at the top of your Contacts list.

Step 2
Select the Call button or press enter.

Step 3
You will be connected to the first available Sorenson Relay interpreter. 911 calls are processed before other calls.

Step 4
The interpreter will verify your name and the full address where the emergency is located. Stay calm and try to sign your responses as clearly as possible.

Step 5
The interpreter will then give your information to emergency services. The police department, ambulance service, or fire department will respond to the location you gave to the interpreter.

How do I place an emergency 911 call without a remote control, using the ntouch® VP Sorenson Relay Quick Connect button?

Calling 911 on ntouch VP using the Sorenson Relay Quick Connect button is easy. Follow these steps:

Step 1
Press the Sorenson Relay Quick Connect button on the front of the ntouch VP Main Unit.

Step 2
You will then be connected to the first available Sorenson Relay interpreter. Calls made with the Quick Connect button are not processed before other calls.

Step 3
Tell the interpreter that you are making a 911 call.

Step 4
The interpreter will verify your name and the full address where the emergency is located. Stay calm and try to sign your responses as clearly as possible.

Step 5
The interpreter will give your location information to emergency services. The police department, ambulance service, or fire department will respond to your location.