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Hearing Carry Over User Guide

Having a difficult time speaking does not mean that you have to struggle to communicate on the telephone. The Wyoming Relay Service makes it possible for you to "speak" using a feature called Hearing Carry Over (HCO). With HCO, you can listen directly to the person you are calling and type your responses to a Communication Assistant who will speak for you. You can enjoy the freedom of using your own hearing while borrowing our voice!

To use Hearing Carry Over (HCO) you will need a TTY. A TTY (sometimes called TDD, TT, or text telephone) is a device that allows you to read telephone conversations on a screen and type your response on a keyboard.

You will need to call Wyoming Relay Service in order to use HCO. The Wyoming Relay Service employs operators called Communication Assistants (CAs) that serve as the "link" between an HCO user and a person who does not have a TTY. A CA will set up your HCO call so that you can listen directly to what the other person is saying. You can then respond on your TTY, and the CA will speak your part of the conversation exactly as you typed it.

To make a Hearing Carry Over relay call:

Dial 1-800-877-9965 or 711 with your TTY.
When the CA answers, type "HCO PLS GA".
After the CA types "HCO ON GA," type to the CA the number of the person you wish to call. Be ready to listen to the voice of the person on the other end.
When you hear that person say "Go Ahead" type your response to them.

Tips for HCO users:

Give the CA as much information as possible about your call prior to the CA dialing. For example, if you know you are calling an automated system that requires you to select a number of different options, let the CA know which options you want before the CA places your call.
Once the call is connected, everyone on the call will be able to hear each other.
Type "GA" when you are finished speaking and ready for a response.
You may make as many consecutive calls as you want.

In an emergency, call 9-1-1 or your local emergency services TTY number directly. WYRS will make
every effort to assist you in an emergency. However, relay centers are not 911 centers and do
not assume responsibility for emergency calls.

Automatic HCO connection:

You can specify whether you prefer Wyoming Relay Service automatically connect HCO for relay calls you make, calls you receive, or both. For people who use Hearing Carry Over on every call, this feature will automatically set up your call as an HCO call when you dial Wyoming Relay. You will no longer have to type "HCO PLS GA." To set up automatic HCO, fill out a Customer Profile Application or contact a Wyoming Relay Customer Service Representative at 1-888-694-4450 TTY/Voice.

Customer Profile for HCO Users:

A Customer Profile allows you to store up to ten different commonly called names and telephone numbers. With a profile you can give the CA the name of the person to call, rather than give a number to dial.

Customer Profiles also have a section that allows you to have your own greeting (up to 50 characters). This greeting is read upon connection with the person that you are calling and can aid in faster call processing.

If you have any special requests, this can be included in the "Notes" section of the Customer Profile.

Other Hearing Carry Over Options:

HCO to TTY - Wyoming Relay Service can also facilitate calls for those who use HCO and who would like to contact a TTY user. To make an HCO to TTY call, dial the relay and inform the CA that you are calling a TTY user. Once the call is set up, you will be able to listen just as you would on a regular HCO call, and type your response directly to the TTY user.
Two line HCO - This feature requires two telephone lines and conference or three way calling capabilities. The Two line HCO user will call in on the TTY, then have the CA call the 2LHC0 user's voice line. The 2LHC0 user will then place the CA on hold and dial the desired party through a conferencing feature. The 2LHC0 party will then listen to everything said by the voice party, and type their response to the CA, who will voice it for them. The CA remains invisible.
Two line HCO/STS - This option works the same as Two line HCO, but with the help of a specially trained Communication Assistant, trained in speech patterns. The HCO user can choose between voicing their own conversation or having the CA voice the conversation for them. If the HCO user chooses to voice his/her conversation and becomes tired or is having a hard time being understood, he/she can type his/her part of the conversation and call on the CA to revoice as needed. You can switch between these two options at any time during the call. Please call Customer Service for more information.

Role of the CA:

The CA, or Communication Assistant, must follow a strict set of guidelines for handling calls:

As are not allowed to become involved in the conversation unless requested. They are trained to remain completely neutral on every call.
Each time a call is placed, the CA will ask the person being called if they know how to use Hearing Carry Over. If the person says "No" the CA will explain how HCO works before the call begins.

Remember, you are in charge of your call. If you dial the relay and get a female CA, and you would prefer to have a male CA relay your call, you can request a male CA. As long as one is available, your request will be honored.

There is no charge for using the Wyoming Relay. However, you will be charged for long distance calls. Long distance calls will be billed through Sprint, unless you ask the CA to use a different long distance carrier.

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