Sprint Video Relay Service
Download Sprint VRS for PC Learn About Sprint Video Email Sprint VRS with Voice Carry Over Atención, VRS en español
Support Section - VRS Questions & Answers
About Sprint Video Relay Service:
Sprint Video Relay Service (VRS) enables a user who uses sign language to communicate via videoconferencing with a certified Video Interpreter (VI) through the Internet. The VI then voices/relays the signed conversation over the phone – in real time – to the hearing caller (standard telephone users).By using sign language over the full motion video, this allows the sign language user their natural language to convey facial expression and cues to ensure that nothing gets lost in the translation.
Is the conversation I share through Sprint VRS confidential?
Yes, interpreters have been trained to abide by the RID/NAD Code of Ethics and the FCC's regulations regarding consumer rights to privacy and confidentiality. Interpreters are monitored for compliance toward Sprint’s policy of confidentiality.
Are the interpreters qualified and certified?
Yes, we have professionally trained interpreters certified by the Registry of Interpreters for the Deaf (RID) CI/CT or CSC and/or the National Association of the Deaf (NAD) Level IV or V for English/ASL calls.
Operating Hours and Access Numbers
Video Relay Service (VRS) is open for both English and Spanish 24/365 days a year including weekends and holidays.
For Web camera access: www.sprintvrs.com
For Video phone access: sprintvrs.tv
For ISDN Access: 866-306-7740 (up to 384K)
For Hearing Callers: 877-709-5776
Step 1 – Select one of the menu options:
- Press one for English
- Press two for Spanish
Step 2 – After you select the language, select one of the menu options:
- Press one if you know the extension of the person you are calling
- Press two for an explanation of how to use the service
Step 3 – Give the Video Interpreter (VI) one of the following for the person you are calling:
- IP address
- Sprint Video VRS Mail extension number
- ISDN Number
How can I provide special instructions to the VI?
If you have a specific request, notify the video interpreter (VI) of your specific request before placing your call – type in the field or sign your instructions.
Spanish Translation
En Español
Sign language to Spanish is now available for sign language users to communicate with hearing users (telephone standard user) that speak Spanish. Video Interpreters will translate sign language to Spanish, and Spanish to sign langue (Spanish sign language to Spanish is currently not available.)
To use Video Relay Service with Spanish:
- Videophone users: espanol.sprintvrs.tv
- Web camera users: www.sprintvrs.com And check the Spanish button
- Hearing users: dial 877-709-5776 and press two for Spanish
To use Voice Carry Over (VCO) call:
Video Relay Service (VRS) with Voice Carry Over (VCO) allows a deaf or hard-of-hearing user, who prefers to voice for themselves, to speak directly to their called party while a video interpreter signs what the hearing person is saying.
Notify the Video Interpreter that you want to use VCO and provide your phone number to the Video Interpreter. The Video Interpreter will call you back, and then they will call/connect the person you want to speak directly. The person you called will be able to hear your voice. The Video Interpreter will interpret/sign what the hearing person says.
Note: On the Sprintvrs.com website – below the box you wish to dial, click "VCO".
Videophone user: vco.sprintvrs.tv
Important: VCO users will benefit from this new enhancement by registering or updating their VRS profile located in the "Login" section of www.sprintvrs.com. By updating their user profile, the Video Interpreter will have the information to expedite their call.
No 711 and TTY Relay Calls
Sprint VRS handles only video to voice calls or voice to video relay calls. The Federal Communication Commission (FCC) has ruled that Video Relay Service through a TTY relay service is not permitted.
NO Video Remote Interpreting (VRI) Calls
VRI calls are not allowed through Sprint VRS. Video Relay Service (VRS) is a telephone relay service to provide communication between a person who is deaf, hard of hear, or who has a speech-disability that uses sign language to communicate with a hearing caller.
Video Remote Interpreting (VRI) service is an interpreting service using video cameras between voice and sign language users in the same room.
International Calls:
All VRS calls must either originate or terminate in the United States and/or US territories. To place an international call, the caller must begin or end the call within the United States and/or U.S territories.
Contacting the FCC
You may submit comments to the Federal Communication Commission (FCC) on Video Relay Service issues. Comments should be mailed to FCC, 445 12th Street, SW, Washington, DC 20554 with copies mailed to Chief of the FCC’s Disability Rights Office, at the same address. Alternatively you may file your comments electronically by going to http://gullfoss2.fcc.gov//prod/ecfs/upload_v2.cgi.
Relay calls are acceptable under HIPPA requirements
Important information for Health Care Professionals concerned about the impact of the Health Insurance Portability and Account Act (HIPPA) on the use of relay services is available on the web:
Federal Communication Commission (FCC) Public Notice clarifying use of relay services by Health Care Professionals: http://hraunfoss.fcc.gov/edocs_public/attachmatch/DA-04-1716A1.doc
Do I pay for using the Will I be billed for VRS long distance calls?
There is no cost for local or long distance calls within the United States and/or U.S territories.
Computer Requirements
What kind of computer do I need?
The minimum PC computer requirements are:
- 500 MHz Pentium III/AMD Athlon and up
- 128 MB RAM and up
- Microsoft® Windows® 98 and up
Internet Requirements
What kind of internet connections do I need?
- DSL – In your local telephone company area
- Cable – in your local TV cable company that offers high speed internet (i.e., broadband)
- Company’s High Speed Internet (I.e., T1)
Which operating system do I need on my computer?
Windows 98, 2000 and XP are compatible with Sprint VRS. Windows Vista is in testing. Be sure to download the compatible driver. Contact Customer Care for driver information.
What is DSL?
Digital Subscriber Lines (DSL) is offered by phone companies. The jack must be located close enough to the phone company’s central office for the system to work. You pay for the amount of speed you want. Video conferencing on DSL works only through the Internet and not with point-to-point dialing. Ask for 256 kbps or high upload and download minimum on DSL when calling the phone company.
What is cable modem or broadband?
Cable modems: usually offered by cable TV companies. It can provide up to 10-20 mbps data transmission downstream and 300 kbps in upstream. But, it all depends on network congestion. When you have a cable modem, a node is given to a certain area in the neighborhood. The speed varies depending on how large an area the "node" covers. When everyone who is sharing the same "node" is on the Internet at the same time, the "node" becomes congested, which will slow down the state rates (upstream and downstream). Cable can also be installed in more places than DSL. Cable is currently available only on the Internet, not the switched telephone network.
What is my public IP Address?
It is similar to a telephone number; every number correlates to one specific phone. A public IP address correlates to one specific computer. This is needed for Internet communicating.
What is my private IP Address?
Just like a public IP address, all computers inside private networks have different IP addresses, but they are not accessible to the public. There are reserved IP addresses for private uses:
Video Camera Requirements
What kind of video camera is recommended?
Web camera with computer:
You will need a video camera installed in your computer. After you have purchased your video camera, follow the video camera’s instructions in the manual. To buy a good quality video camera, you could go to the stores such as Best Buy, Circuit City, CompUSA or any computer store. Make sure that when you buy a video camera with a CCD sensor, it is within the technical specifications listed on the box. You want to avoid CMOS sensors, since this type may slow down your video conference capabilities especially at night times.
- Logitech Quickcam for Notebook Pro
- Logitech Quickcam Pro 4000 or 5000
- Microsoft LifeCam VX-6000
Videophone equipment with TV:
What are the technical requirements for using Videophone?
- TV or a TV monitor
- Video phone such as DLink/i2eye, Sorenson VP-100, Sorenson VP-200 or other broadband h.323 Videophone.
- High speed internet access to your video phone.
- Public IP address.
Keep in mind that video camera versions have a tendency to be either outdated or updated as the technology continues to grow and change for the better. Sprint VRS is making these recommendations based on current technology and experience from our research and development team.
Video Software Options
Microsoft® NetMeeting®
In most cases, you don’t need to add any video conferencing software. Many computers with Window 98 up to Windows XP come with Microsoft® NetMeeting®. If you are unable to find NetMeeting® in your Window applications, the NetMeeting® Registration Plug-In box will appear when you log onto Sprintvrs.com by using Internet Explorer. It only takes a few minutes to fill in the required information; then you will automatically be logged back on Sprintvrs.com.
If you're unable to find NetMeeting® in your Windows® applications, click on the link to be directed to a free download of NetMeeting®: http://www.microsoft.com/windows/netmeeting.
Can I use Sprint VRS Macintosh (MAC) Computer?
It is currently not available and Sprint Relay is continuing to look for exciting new choices for you to use with VRS.
Federal Workplace VRS Access and Firewall Support
Please complete the form to get the technical support to access Federal VRS in your workplace. Federal VRS has a team of experts ready to support your agency’s IT in making VRS possible for your.
Apply:
Request Form Online
Download:
Request Form in PDF.
What is Firewall?
A firewall is a system in the network that prevents unauthorized access to private information data by the outside computer users. This usually occurs in most business and schools.
Can I connect to Sprint VRS if my company has a firewall?
Yes. When you use Sprint VRS to call other users over the Internet, several IP ports are required to establish the outbound connection. The following table shows the ports, their functions, and the resulting connection.
| Port | Function | Outbound Connection |
| 389 | Internet Locator Service (ILS) | TCP |
| 522 | User Location Service | TCP |
| 1503 | T.120 | TCP |
| 1720 | H.323 | TCP |
| 1731 | Audio call control | TCP |
| Dynamic | H.323 call control | TCP |
| Dynamic | H.323 streaming | Real-Time Transfer Protocol (RTP) over UDP |
Will Sprint VRS work with my home firewall unit?
If you are able to see yourself in the self- view box, but cannot see the Video Interpreter, perhaps you are behind a firewall that prevents you from receiving video images. If this happens, contact us at www.sprintvrs.com click customer service for assistance.
Can I use VRS with a home router?
By default, it will work most of the time for making video calls, not receiving. Please contact Sprint VRS Customer Service for help with your home router. If video is not working when the Sprint VRS Customer Service, that is okay. You can still communicate by using web text chat.
Why is my camera frame rate inconsistent with a cable modem?
In cable modem set-up, a "node" is given to the immediate neighborhood by the Internet Service Provider 9ISP). During peak home usage time, typically during evening time on the weekdays, after most arrived home from work, go on line to check their e-mail, etc. The internet traffic becomes high and the node becomes bottlenecked, causing internet transmission speed to suffer for everyone who is on the mode. In other word, "rush hour".
Why do I have non-acceptable camera frame rate using DSL in an office building?
When multiple users share a single DSL line, the high-memory demands of video traffic is not met. Contact the appropriate authorities, sure as the Information Technology (IT) Department in your company/organization/building or the ISP to explore the possibility of getting a dedicated DSL line, or get a DSL line shared with only a few non-video users.
What are the minimum computer requirements in order to use Sprint VRS for PC?
- Pentium III - 800 Mhz or higher
- 8MB video card (16 MB video card is recommended)
- 16K color (minimum)
- 256 MB RAM
- 20 MB free disk space
- USB based web cam
- Cable, DSL, or other broadband Internet connection
How do I download Sprint VRS for PC (VideoSign 2.5)?
You can download the Free Sprint VRS for PC software
SprintVRSsetup.exe
http://www.sprintvrs.com/vrs_for_pc/
If you would like to use Sprint VRS for PC (VideoSign 2.5), once you have selected SprintVRS for PC software, you will be guided through steps to download the software, and then you will automatically be logged back onto www.sprintvrs.com.
What are the functions of the buttons in Sprint VRS for PC (VideoSign 2.5)?
- VRS – Clicking this will start the process of your call. Enter the phone number and click the phone icon to begin.
- Point to Point – This will enable you to contact people directly. Type in an IP address or a domain name such as name.no-ip.org
- Hang up – This will hang up your current phone call.
- Phone Book – Clicking this will bring up your phone book where you can dial directly.
- Save – You can save the conversation (this is only for text)
- Print – You can print the conversation (this is only for text)
- Self view – This will enable a view of yourself while in call with the interpreter.
- Exit – This will close the VideoSign 2.5 program.
How come sometimes my picture quality is great and some time its not?
You may need to adjust your speed settings. Go to www.sprintvrs.com and locate the "change settings" link just under the "Dial" button. Click "change settings". Select your speed that best matches your internet speed connection. Click "apply settings" to save. If you are not sure, you may want to experiment with different settings.
I can see the Video Interpreter but the Video Interpreter cannot see me. What can I do?
Be sure that you don't have any software firewalls on. Common examples of software firewalls are: Windows XP firewall, Norton Internet Security, Zone Alarm. Contact Customer Care for additional help with your software firewalls.
Why doesn't my Sprint VRS screen appear when I make a VRS call?
You need to make sure that NetMeeting is turned off prior to making a VRS call with Sprint VRS software.
What do I do if my picture freezes?
It is encouraged that you do not utilize any windows applications other than the browser you are using while using Sprint VRS. Placing another call on NetMeeting while using Sprint VRS will cause your video screen to freeze. Make sure all applications are not in use and NetMeeting is off while using Sprint VRS.
How do I get live help with Sprint VRS?
Go to www.sprintvrs.com and click "Need help" and the right hand side. Click the "Live Customer Service" button. You can also be transferred to live customer care directly from the Video Interpreter.
What is Video to Video?
This will enable you to contact people directly. Type in an IP address or a domain name such as name.no-ip.org . There will not be any interpreter involved with this feature.
Where do I find Video to Video?
Before using this feature, you need to download the Sprint VRS application. Then you will find Sprint logo on your desktop titled "Sprint VRS" Double-click on that logo. You will notice 3 windows; two screens of yourself, and one chat box. In that text box you will need to click on "Video to Video" icon. You will need to enter either a IP address or DNS.
How do I receive voice calls with Sprint VRS?
- Go to www.sprintvrs.com
- On the right tool bar, click "Login/New User"
- For existing Sprint VRS users: Enter your username and password and hit enter on your keyboard.
- For new users, click on "New Userquot;. Enter After information has been entered, Your personal 6 digit extension number will be displayed. Hearing people will need to call 877-709-5776 and provide the 6 digit extension number to contact you.
What happens when a hearing person calls and I am not available?
The interpreter will ask the hearing person if they wish to leave a message. If the hearing person decides to leave a message, an email will be sent to you notifying you of your Sprint VRS mail. The Sprint VRS mail can only be opened on a Flash enabled computer or device. To get Flash click here:
http://www.adobe.com/products/flashplayer
Note: Make sure you have entered a valid email address to receive the VRS mail.
How do I print out business cards to give out to hearing people that wish to contact me?
- Go to www.sprintvrs.com
- Click on "Login/new user"
- Enter your username and password
- Click "my account in the left upper hand corner"
- Click "business cards"
- An example will be displayed. Click below the example for a printable version.
How do I adjust my speed settings on VideoSign
Go to www.sprintvrs.com and locate the "change settings" link just below the "CALL" button. Click "change settings". Select your speed that best matches your internet speed connection. Click "apply settings" to save. If you are not sure, you may want to experiment with different settings. To test your speed, click on the "bandwidth test" just below the family picture on the home page of www.hovrs.com.
VRS Customer Service
- Video phone – help.sprintvrs.tv
- Web camera: (Click "Live Customer Service" button)
- Customer Service email – VRShelp@sprint.com
- General voice access number (877-709-5776)
- TTY Customer Service (877-709-5778)
- Voice Customer Service (877-709-5783)
- Fax Customer Service (877-709-5784)
Customer Service Hours:
- 4 am to 10 PST Weekdays
- 7 am to 7 pm PST Weekdays
- Closed Holidays
