Wyoming Department of Workforce Services

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 VOCATIONAL REHABILITATION SERVICES

Voice Carry Over User Guide

Having a difficult time hearing does not mean you have to struggle to use the telephone. Wyoming Relay Service makes it possible for you to "hear" using a feature called Voice Carry Over (VCO). With VCO, you can talk directly to the person you are calling and have his or her responses typed back to you. It's like having your telephone conversations captioned. You will no longer feel the stress associated with struggling to hear the person on the other end of the line. You can enjoy the freedom of using your own voice while borrowing our ears.

To use Voice Carry Over (VCO) you will need a TTY or VCO equipment. 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. For those who do not wish to type, equipment made especially for VCO allows you to simply speak into the device and receive typed responses on a screen so you can read what the other person is saying.

To use VCO you will need to call the Wyoming Relay. Wyoming Relay Service employs operators called Communication Assistants (CAs) that serve as the "link" between a VCO user and a hearing person. A CA will set up your VCO call so that you can speak directly to the person you are calling. When that person responds, the CA will type back exactly what is said and it will appear on the screen of your TTY or VCO equipment.

To make a VCO call:

• Dial 1-877-877-1474 with your TTY or VCO equipment.
• The CA will type "(VCO ON) WYRS CA 0000 NBR PLS Q GA".
• Speak to the CA, giving him/her the number of the person you wish to call.

You can also make a VCO call by dialing 711. However, unless you have a Customer Profile and are profiled as a VCO user the CA will not know to set up the call as a VCO call. So, after the CA answers and sends his/her greeting, "WYRS CA # NBR PLS Q GA" you will need to type or send a text message such as "VCO PLEASE GA." The CA will then connect VCO and type (VCO ON). The call will then proceed as described above.

To receive a VCO call:

When you receive a call from someone using the relay, the CA will not know you are a VCO user unless you have a Customer Profile.

If you do not have a Customer Profile through the relay, you will need to answer the telephone either by saying "This is a VCO call" or by connecting your TTY or VCO equipment and typing or sending a text message that says "VCO PLS GA". The CA will then connect Voice Carry Over and type (VCO ON) GA. Your call can then proceed as usual.

If you have a Customer Profile, you can specify that you want all of your relay calls to be connected in VCO. You will not have to type or send a text message to the CA when you are making or receiving VCO calls.

To set up automatic VCO, fill out a Customer Profile Application or contact a Wyoming Relay Customer Service Representative at 888-694-4450 Voice or TTY. I may take up to 72 hours for your Customer Profile to be implemented.

You can also call the Wyoming Relay state office at 1-800-452-1408 V/TTY.

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.

Making Relay Calls with your Krown Pocket Speak and Read VCO

• Dial 1-877-877-1474
• After the CA answers, wait until you see "( VCO ON) WYRS CA 0000 NBR PLS Q GA" before you start to speak.
• Speak to the CA and give him/her the number you want to call.
• Wait for the "GA" each time before starting to speak again.

VCO to TTY

Wyoming Relay Service can also facilitate calls for those who use VCO but would like to contact a TTY user without having to type. To make a VCO 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 speak just as you would on a regular VCO call, and directly receive the TTY users response. Please remember that everything you say will be typed by the CA to the TTY user, so you will need to speak a little slower than usual.

Tips and Rules for VCO Users

• Do not start speaking to the CA until you see "VCO ON GA".
• When you are receiving a relay call and do not have a Customer Profile, the CA is waiting for you to type. You must type VCO PLS and wait for the CA to type back ( VCO ON) before you begin speaking.
• The CA cannot hear you until the CA turns on the VCO feature. It is very im­portant to wait for the " VCO ON".
• The CA turns off VCO while the other party is speaking and will not hear you (VCO user) until the "GA" is given.
• When connecting with the CA, please do not press any other keys. It will send TTY tones to the CA. This will confuse the CA about which call method you want to use (TTY or VCO).

Role of the CA

• The CA, or Communication Assistant, is present only to relay your call. CAs follow a strict set of guidelines for handling your calls.
• CAs are not allowed to become involved in the conversation for any reason. They are trained to remain completely neutral on every call.
• CAs will read exactly what is typed and type exactly what is heard.