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T-Mobile Relay

When you are experiencing an emergency, it’s important that we connect you to the right emergency service provider. CapTel complies with all Federal Communications Commission (FCC) emergency call handling requirements to process 911 calls for TTY, CapTel, IP-Relay, and IP-CTS. CapTel may collect your name, location, and other identifying information at the beginning of the 911 call in order to connect you to the most appropriate Emergency Services Provider or Public Safety Answering Point (PSAP).

For more information, please see the FCC Advisory Page

T-Mobile CapTel Phones

CapTel phones utilize voice and data connections to allow the user to talk and read captions during a call. The voice connection may be through an analog telephone line or a compatible telephone service like a bundled cable telephone service. The captions are provided over a high-speed data connection.

Steps to Place a 911 Call:

  1. Your CapTel phone must be connected to a working telephone service and high speed internet

  2. Dial 911 on the CapTel phone with the captions light on

  3. The phone will automatically dial the most appropriate PSAP

  4. At the same time, the captioning service will be answered in a priority queue by a Captioning Assistant to provide captions of your emergency call

  5. You will be connected to an Emergency Services Provider

Requirements and Supported Devices

Internet CapTel Phones:

  • Supported CapTel phone models: 800i, 840i, 880i, 2400i

  • Telephone line: Analog, Cable digital phone service, DSL, Voice Over IP

  • Internet connection - DSL, Cable, WiFi, or 4G wireless networks*

* Data charges may apply while using 4G wireless networks.

Notice of Downloads or Upgrades

IP CapTel does not require any downloads before making emergency calls.

Periodic updates to the CapTel phone are released. For the best performance of the IP CapTel phone, updating to the latest version is recommended. Each CapTel phone has a different way to update the device software, consult your printed CapTel phone manual or an online copy at the CapTel website www.captel.com.

WebCapTel

WebCapTel uses a web browser on a computer or mobile device, an internet connection for the computer or mobile device, and a telephone in your possession.

Steps to Place a 911 Call:

  1. You must be registered and logged in to WebCapTel. You must have entered your “My Telephone Number” to receive the callback from the CapTel service

  2. Enter 911 as the number to dial and click Place Call

  3. Your emergency call will be answered in a priority queue by a Captioning Assistant to process the emergency call. Your “My Telephone Number” will be called first. When you answer, the emergency call will dial

  4. You will be connected with the WebCapTel Emergency Contact Center. You will be asked a series of questions to find and confirm your location. You must be able to speak on the phone and confirm your location. Once confirmed, you’ll be connected to an Emergency Services Provider

  5. If you or the Emergency Services are disconnected prematurely, the WebCapTel service will attempt to re-establish the call

Requirements and Recommended devices

  • Computer, tablet, or mobile device with Internet browser

  • Latest versions of major Internet browsers – Microsoft Edge, Microsoft Internet Explorer, Mozilla Firefox, Google Chrome, and Apple Safari

  • Internet connection - DSL, Cable, WiFi, or 4G wireless broadband*

  • Telephone with telephone service that can receive incoming calls

*Data charges may apply while using wireless broadband (NOTE: if using a wireless device, CapTel highly recommends a wireless broadband connection through a 4G or WiFi network. A 3G connection is not recommended.)

Notice of Downloads or Upgrades

WebCapTel does not require any downloads before making emergency calls.

Periodic updates to the WebCapTel are released. No action should be needed on your part when the upgrade is released, however, if you are experiencing issues trying to use the latest version, you may need to clear your internet browser history and cache.

TTY

Steps to Place a 911 Call (TTY, VCO, HCO, STS)

  1. Caller must connect to relay service via 711/or toll-free number

  2. The call will be answered by a Relay Operator to process the call

  3. Traditional relay user will type or speak to the Relay Operator to “Call 911” or “Call emergency”

  4. The emergency call will be placed to the appropriate Public Safety Answering Point (PSAP) based on the calling from number (ANI) received when caller connected to relay service

  5. Relay Operator will identify the call to the PSAP authority

a. If the inbound disconnects prior to the call connecting to the PSAP the call will be placed and all known information will be passed to the PSAP authority

b. If the outbound disconnects the Relay Operator will attempt to reestablish the call

  1. The Relay Operator will remain on the line until call completion as determined by the PSAP

Speech to Speech (STS)

Steps to Place a 911 Call

  1. Caller must connect to relay service via 711/or toll-free number

  2. The call will be answered by a Relay Operator to process the call

  3. Traditional relay user will type or speak to the Relay Operator to “Call 911” or “Call emergency”

  4. The emergency call will be placed to the appropriate Public Service Answering Point (PSAP) based on the calling from number (ANI) received when caller connected to relay service

  5. Relay Operator will identify the call to the PSAP authority

    1. If the inbound disconnects prior to the call connecting to the PSAP the call will be placed and all known information will be passed to the PSAP authority

    2. If the outbound disconnects the Relay Operator will attempt to reestablish the call.

  6. The Relay Operator will remain on the line until call completion as determined by the PSAP

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FEDERAL LAW PROHIBITS ANYONE BUT REGISTERED USERS WITH HEARING LOSS FROM USING INTERNET PROTOCOL (IP) CAPTIONED TELEPHONES WITH THE CAPTIONS TURNED ON. IP Captioned Telephone Service may use a live operator. The operator generates captions of what the other party to the call says. These captions are then sent to your phone. There is a cost for each minute of captions generated, paid from a federally administered fund. No cost is passed on to the CapTel user for using the service.