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Telephone Relay Service(TRS) &
how does it work?
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Telephone Relay Services (TRS) link people using a standard (voice) telephone with people using a device called either a Text Telephone (TTY) or Telecommunications Device for the Deaf (TDD). This device generally consists of a keyboard and display screen.
Calls are routed through a communications operator who has both sets of equipment and who acts as the intermediary between callers. Such services eliminate communications barriers between people with and without hearing/speech impairments, and between the different telephone equipment they typically use.
Telephone Relay Services are provided at no additional cost over the basic cost of the local or long distance charge. Both wire based and cellular calls can be made through the relay system although there are some problems in properly charging for long distance cellular calls.
The Americans with Disabilities Act requires that all States provide local intra-state relay services and there are also inter-state relay service providers.
Typical Relay Operation
A deaf or speech impaired person (TTY User) wishing to make a call first calls the relay service on their text access number. The operator at the relay service who answers the call checks where they are calling from and the number they wish to call. The operator then proceeds to make a call on a separate line to the hearing customer and explains the service to them. Once both parties are on-line, the operator reads out the text from the TTY customer to the hearing customer, and types the hearing customer's reply to the deaf customer. This is in essence is the relay process.
Deaf people who have good voices may, if they wish, and if the relay has the facility, talk directly to the hearing person. This facility is known as "Voice Carry-Over" or "VCO".
People who are speech impaired who can hear can, if they wish, listen directly to the other party and then talk through their TTY and the relay operator. This facility is known as "Hearing Carry Over" or "HCO".
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