How to use IP Relay
This article describes how to make and receive calls using IP Relay.
Using IP Relay, people who are deaf, deaf-blind, hard-of-hearing, or speech-impaired can make and receive text-based calls from a computer or mobile device using the internet. IP Relay operators are available 24 hours a day, seven days a week to facilitate calls. All calls are confidential.
- A computer with a Windows or Mac operating system.
You can also use a mobile device such as a smartphone or tablet. The device must have a QWERTY keyboard and a web browser that supports JavaScript and AJAX. Keep in mind that because of the smaller screen size, you might not be able to see the whole conversation.
- A broadband internet connection with a download speed of at least 1 Mbps.
- A web browser such as Internet Explorer, Google Chrome, Apple Safari, or Mozilla Firefox.
- Your 9-digit IP Relay access number and password.
If you don’t have an access number yet, sign up for IP Relay service. Your access number will be emailed to you.
Note To make VCO or HCO calls, you’ll also need to subscribe to Three-Way Calling.
In IP Relay text-to-voice calls, you type what you want to say. The operator reads what you type to the other person, and then types what they say back to you.
Make a call
- In a web browser, go to the IP Relay portal at https://iprelay.ca.
- Enter your 9-digit IP Relay access number and password, and then click Log In.
- In the Number to dial box, enter the number you want to call. Make sure to include the area code.
- Under Preferred Carry Over, make sure IP Relay to Voice is selected.
- If you have special instructions for the operator, enter them in the Instructions for Operator box.
- Click Call. You’ll be connected to the operator.
- The operator will dial the number and keep you informed of the progress of the call.
- When the person you’re calling answers, the operator will let you know. You’ll see GA, which means go ahead.
Receive a call
When someone wants to call you, they dial 1 888 735-2921 (RELAY21). The operator will ask them for their name and number and your name and 9-digit IP Relay access number, and then connect you.
To receive a call, you must be logged in to the IP Relay service. You’ll see an alert to indicate you have an incoming call. Click accept to answer the call.
If you’re not logged in or if you choose to ignore an incoming call, the caller can leave you a message.
In a Voice Carry Over (VCO) call, you speak for yourself and the operator types what the other person is saying to you.
In a Hearing Carry Over (HCO) call, you hear what the other person is saying to you and the operator speaks for you by reading what you type.
Make a call
- In a web browser, go to the IP Relay portal at https://iprelay.ca.
- Enter your 9-digit IP Relay access number and password, and then click Log In.
- In the Number to dial box, enter the number you want to call. Make sure to include the area code.
- Under Preferred Carry Over, select HCO or VCO.
- In the Instructions for Operator box, enter a number where the operator can reach you by phone and indicate whether you want to make a VCO or HCO call.
- Click Call. You’ll be connected to the operator.
- The operator will call you on the phone using the number you specified.
- When you’re connected on the phone with the operator, use Three-Way Calling to add the person to the call.
- When the person you’re calling answers, the operator will let you know. You’ll see GA, which means go ahead.
Receive a call
The person calling you must have Three-Way Calling. First, they dial 1 888 735-2921 (RELAY21). The operator will ask them for their name and number and your name and 9-digit IP Relay access number, and then connect you.
To receive a call, you must be logged in to the IP Relay service. You’ll see an alert to indicate you have an incoming call.
The operator will ask you for a number where you can be reached by phone. The operator will then give your number to the other person, who will call you on the phone using Three-Way Calling.
If you're having issues using the IP Relay service, try the following troubleshooting steps:
- Log out of the IP Relay portal.
- Clear your web browser's temporary files and cookies. If you don't know how to do this, see the Help documentation for your web browser.
- Close, and then re-open your web browser.
If this doesn't solve the issue, contact us at 1 888 423-2333.
