A California Step-By-Step Guide to Two Line Voice Carry Over (2LVCO)
By Dana Mulvany, MSW, LCSW
EPAC Representative of Hard of Hearing People
dmulvany@usa.net
http://Dana_Mulvany.tripod.com
"Two Line Voice Carry Over, " also known as 2LVCO, refers to a type of relay service that requires two different phone lines for the purpose of allowing the person with the hearing loss to both hear and use the relay service at the same time.
One of the main reasons for using 2 line VCO is to allow yourself to hear the other person while getting text assistance from the relay service at the same time. Regular VCO prevents you from hearing the other person's voice even if you have some residual hearing. With 2LVCO, depending on your hearing, you will be able to hear such non-verbal aspects of speech as emotion, emphasis, timing, energy, laughter, sarcasm, accents, gender, age, voice quality, and speed.
2LVCO can also be used to handle incoming voice calls yourself. Instead of trying to explain to a new caller how to use the relay service to call you, especially when you cannot even understand the person's phone number, you can use Reverse 2LVCO with an existing call to continue the conversation.
There are definite pros and cons to both forms of VCO. 2LVCO is certainly more complicated to use but it also allows you to have more control over the call. The relay service operator does not vocally participate in the conversation. Regular VCO is simpler and the relay operator has a much more active role in managing the call. Some people have complained that 2LVCO is too difficult to use, while others are thrilled to have its functionality.
This paper outlines steps to streamline the 2LVCO and R2LVCO processes. Initially, this will require learning how to use the memory features of various devices. Using these memory features is entirely optional but may make the 2LVCO process much more usable.
Do feel free to practice using 2LVCO and R2LVCO before you use it for important calls and with strangers. It will take time to get used to this new way of making calls.
If you have Internet access, you can read more about 2LVCO. Jay Wyant has a web site on 2LVCO at http://www2.bitstream.net/~jwyant/2lvco.html. Updates to this paper will also be available at http://Dana_Mulvany.tripod.com under the Writings link; you will be able to print this out and share this document with other potential users or trainers of 2LVCO.
I very much hope that this service helps enhance the quality of your life!
A. Requirements for 2LVCO
You will need:
one phone line for voice communication
another line for text communication*
three-way calling (aka conference calling) on the voice line
a voice phone (preferably with amplification)
a TTY or computer to display the text transmission from the relay service.
(*If you have a separate Internet connection, you may be able to use MCI's Internet Relay Service as your text line for outgoing 2LVCO calls only. Alternatively, if you have a mobile phone with three-way calling capability, you could use your cell phone for the voice line----anywhere you can find a TTY!)
If you get a separate line for 2LVCO and do not think you will use one of your phone lines for long distance calls, you can ask your phone company to waive the access fee (over $4 a month) for long distance service. (Conceivably, your household could use only your voice line for long distance calls.)
If your household is low-income and eligible for Universal Lifeline Telephone Service, and if you are certified as having a disability-related need for a second phone line (as with 2LVCO), you will be able to get both lines at the ULTS rate, including installation. Procedures for this are still being developed at this time, however. Check with the CTAP about how to apply.
Three-way calling for certified 2LVCO users is eligible for funding by the CTAP/DDTP. To get this set up on your voice line, call the CTAP call center at 800-806-1191 (voice); 800-806-7670 (TTY). You will need to be certified as having a hearing loss and have the necessary equipment and phone lines.
B. Set Up Your Equipment for Two Line Voice Carry Over
1. It is very helpful to make sure you have a text display device which can receive text quickly. TTYs that use only the Baudot protocol to receive text slow down the conversation considerably; the approximate maximum words per minute with Baudot is apparently under 50 wpm but human speech is usually around 160 wpm or faster. If you have a computer, you can use this for relay calls in ASCII rather than Baudot. (Steps for configuring the free Hyperterminal Private Edition are available at https://members.tripod.com/~GaCracker/Relay.html. Also check the CTAP's web site for any additional info at http://www.ddtp.org)
(Optional) Using the memory features for that device, program your TTY, TTY or ASCII software to call Worldcom Global Relay 1-800-735-2929 TTY or 800-735-0091 ASCII or Sprint at 1-877-735-2929 TTY, 1-888-877-5380 (ASCII). If you use other relay services to call long distance, program their numbers as well.
2. Learn how to activate three-way calling on your voice phone. In this paper, "flash" means to do whatever step your voice phone requires for putting the phone on hold to activate 3-way calling. If you are using a mobile phone as your voice phone, you will need to find out how that phone handles 3-way calling; write down the steps on the paper below.
3. Decide which voice phone will be the best one for you to use for 2LVCO. This might be a cordless phone with good hearing aid compatibility and memory functions which let you pre-program phone numbers. You could choose a speakerphone for comfort, especially if you think you will be relying primarily on the relay service to understand what is being said. You might also choose one of the amplified phones that have an audio output jack which will accommodate a neckloop; this might let you hear as best as possible but you would still need to hold up the handset in order to speak to the other party. Also consider how easy it is to use the phone's memory features since it will be beneficial to program frequently called numbers into your voice phone as you will be able to call them directly. You should also program the voice relay service numbers into your voice phone in order to be ready for incoming calls for which you decide to use 2LVCO. Worldcom's voice number is 1-800-735-2922; Sprint's is 1-888-877-5379.
4. Make sure you have a way of knowing that your voice line will ring. You may order additional equipment for your voice line from the DDTP if you cannot otherwise determine that it is ringing.
5. (Optional) Consider setting up a customer profile if you will use the relay in one particular fashion. Because there are two relay service companies in California, you could choose to use one company for one relay service and another company for a separate kind. (Note: with 2LVCO, you use the long distance service provider on your voice line, so you do not have to worry about setting up a long distance service with the relay service.)
You can set up your profile with WorldCom online at:
http://www.worldcom.com/about_the_company/global_relay/your_state/callerprofile.phtml
or call their customer service at 1-800-735-0373 voice/TTY.
Sprint has an online form you can print out and send in:
http://www.sprint-crs.com
or call their customer service at 1-800-676-3777 voice/TTY.
6. Write a memo that your text device can send to the relay operator: "This will be a 2LVCO call. Please call my voice number at xxx-xxx-xxxx and I will answer by voice. Please do not type what I myself say, and please mute your microphone. I will connect the other party myself; please then type only what that other person says." Read the instructions in your TTY or your software for how to save this memo and how to send it.
C. Tips Before Starting
It is up to you to decide whether to tell people you are using the relay service. Before putting them on hold, you can say, "Because I'm having trouble understanding what you're saying, I'm going to make some adjustments that will help me understand you better. Can you please hold for a few moments while I do that?" (It is not necessary to go into details about how this all works!)
Depending on how well you hear, you may want to look at the tty screen only when you do not understand what has been said. If you understand what has been said by simply hearing the person, you can go ahead and continue your conversation. You do not have to wait for the relay service to finish typing.
For phone calls that will use specialized terminology, you may want to explain the subject matter to the relay service before the call so that they will be better prepared to type the words.
D. Use the following sheets to write down the steps you need to take with your phones in order
to call the relay service. For example, if you need to turn your TTY on, hit memory, and then 6 to call the preprogrammed relay service number, write "On, memory 6" on the line for number 1 below.
Key action words are highlighted in bold text to help you focus on the next step you need to take.
Instructions for Outgoing 2LVCO Calls
Make sure all telephone alerting devices and both phones are ready for immediate use, and have available the number(s) of the person(s) you want to call if it is not preprogrammed.
1. Call pre-programmed Relay Service TTY or ASCII number: _________________
(If you are using your computer, create a shortcut on your desktop.)
2. Send text memo via memory _____________________ (or type your own version of: "This will be a 2LVCO call. Please call my voice number at xxx-xxx-xxxx and I will answer by voice. Please do not type what I myself say, and please mute your microphone. I will connect the other party myself; please then type only what that other person says.")
3. Answer voice phone and say, "Hi, this is xxxx. I will call xxxxx now, using three-way calling. Please start typing what the person who answers says right away."
4. Flash the voice phone, putting the relay service on hold.
5. Call the other party (if the number is preprogrammed, write shortcut here:___________________)
Flash the voice phone again right after dialing the number to connect the relay service.
6. If the other person talks too quickly for you and for the relay service person, you will need to ask that person to slow down and repeat what was missed. The relay operator is silent during a 2LVCO call, so it is up to you to take any measures to clarify the conversation.
7. Be sure to terminate both phone calls (voice and TTY) when you are finished with the call. If you want to call several people in a row, however, you might let the relay service know this before placing the first call so the relay operator will be prepared to stay on the line.
Instructions for Reverse 2LVCO calls (for incoming voice calls)
Keep this sheet by the voice line. The text and voice phones will need to be available and close to each other at all times (unless you're using a cordless phone). If your computer is your only text display device, this will also need to be ready at all times, with the text software program. actively running on the computer. If using Hyperterminal, the program will need to be active, the com port needs to be released from other communication programs, and "Wait for a call" needs to be selected.
Because of the time pressure, this will be the hardest way to use 2LVCO unless you were expecting a call at a specific time. It would be a really good idea to practice R2LVCO with friends to make sure all your equipment is working right and that you understand what to do. With time, this will get easier. It may help to imagine yourself being your own secretary asking people to hold while you, the boss, detach yourself from important business!
1. You've received a voice call which is difficult for you to understand. Ask the person to please hold so you can make the necessary arrangements to handle the call. Flash the call and then dial the relay service's voice number (write shortcuts here):_________________
2. Tell the relay service: "Call ___________ (your text phone number) for a Reverse 2LVCO call, and please type only what the other person says when s/he is connected (not what I myself say)." (If you are using your computer to receive and display the text call, tell the relay service to call your COMPUTER for a Reverse 2LVCO call.)
3. Answer the text phone when it rings. Activate a message that says "This is __________. I will now connect the other party. Please type only what this other person says after I say that I'm back." __________________
4. Immediately flash the voice phone to connect the 3 parties, and say, "Hi, I'm back, and thanks for holding."
5. Hang up both phones when finished with the call.