FAQs

Frequently Asked Questions

About Snap!VRS

What is VRS?

Video Relay Services (VRS) are a kind of telecommunication relay services (TRS) mandated by the Americans with Disabilities Act (ADA) of 1990. When using VRS, deaf and hard of hearing callers are able to call any phone number and have a sign language interpreter facilitate their call. Whether at home or in the office, relay users are connected to interpreters that are available anytime via videophone.
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What is Snap!VRS?

Snap!VRS is a video relay service provider that delivers a high quality and convenient relay experience between people who use American Sign Language (ASL) and spoken English. Snap!VRS is committed to delivering video relay service with integrity and excellent customer service.
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Are my calls through Snap!VRS confidential?

All interpreters are expected to maintain the highest degree of confidentiality when interpreting every VRS call. All interpreters strictly adhere to the FCC's consumer rights to privacy regulations and have signed a confidentiality agreement. Any breach in confidentiality is grounds for immediate dismissal.
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What is the difference between VRS and VRI?

Video Remote Interpreting takes place when a deaf person is in the same room as a hearing person (i.e. A patient at a doctor's office) and a video screen is set up to connect to an interpreter who interprets the conversation from a remote location. Video Relay Service takes place when a deaf person and hearing person are connected via telephone and are not face to face.
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What are Snap!VRS operating hours?

Snap!VRS interpreters are available to take your call 24/7.
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Who are Snap!VRS interpreters?

Snap!VRS interpreters come from a wide range of backgrounds and carry different types of certifications, possess a Bachelor's degree in Interpreting, or have sufficient experience in the interpreting field. They navigate a very specific and thorough hiring process that helps establish a specific level of quality in skill before training, which entails a number of classroom and hands-on time with support from seasoned Snap!VRS Video Interpreters. Quality Assurance and mentoring programs, training workshops, and ongoing reviews ensure consistent and high-quality interpreting performance.
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Can I call 911 using Snap!VRS?

Yes, and your call will automatically move to the front of the line for the next video interpreter. Although you can expect a prompt response and the highest standard of performance, we advise you to use a TTY to contact 911. Using the TTY enables automatic address identification and remains the quickest way to reach 911 emergency responders.

To ensure that your 911 call is routed to the nearest Public Safety Answering Point (PSAP) and that the emergency response center knows where to send assistance, Snap!VRS needs to know the physical address (i.e., the Registered Location) from where you are placing the emergency call. It is critical that you inform Snap!VRS of your Registered Location and give Snap!VRS advance notice of any subsequent changes to your Registered Location. You can do this by signing into the Snap!VRS Customer Portal. (top)

About accessaphone (aTC)

What is accessaphone Total Conversation?

accessaphone Total Conversation (accessaphoneTC) features telephony with simultaneous video, text and audio and uses standard session initiation protocol (SIP). accessaphoneTC is compatible with Braille readers, and works well for deaf-blind users.

Tenacity's accessaphoneTC, a video softphone, extends telephony by including real-time text, video, and voice with the same endpoint compatible with the business' current infrastructure, so all major forms of communication are available for the employee, including employees who telecommute. Every employee has the "freedom" to choose the forms of communication that are optimal for him or her. Information technology personnel finally have a more accessible infrastructure and simplicity of deployment throughout the enterprise workplace. This easy-to-use video softphone is now further enhanced as a VRS-ready solution through direct VRS access, making it easy for enterprises to find a one-stop solution for Section 508 compliance. The access ramps of telecommunication in the workplace are now standardized, often eliminating the need for additional individual accommodations, due to improved accessibility and usability of the telecommunication system.
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What is Section 508 and why is it significant that aTC is Section 508 compliant?

Section 508 refers to a statute in the Rehabilitation Act of 1973. Its goal is to ensure that government agencies' technology is made accessible to individuals with disabilities. For more information on Section 508, click here. The makers of aTC have ensured that this softphone meets all of these requirements, further welcoming accessibility for people who may be blind or deaf-blind.
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How do you dial using aTC?

The hot key for dialing using aTC is Alt + D or Alt + C. You could also select the Call button using the Tab and Arrow Keys. Lastly, you can select the Call button via the mouse. aTC also features an automatic dialing capability from the address book function, where you save contacts. This automatic dialing works whether you are calling another aTC or calling a hearing person through Snap!VRS.
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Does aTC install on the phone system or a local computer?

aTC is an application that resides on a user's computer.
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About using Snap!VRS with the aTC

Why Snap!VRS and aTC?

When you use Snap!VRS and the aTC together, you are using the products of two companies that are committed to accessible communication and operating with integrity. aTC is the first Section 508 compliant softphone available for use by deaf and hard of hearing consumers. Snap!VRS has maintained a consistent reputation for strong ethics and integrity. Together, aTC and Snap!VRS are working to provide you with the top-quality VRS experience you deserve in the workplace.
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I have a hard time seeing the interpreter, cannot see anything, or the video quality is bad.

Remember that for optimal video quality you need to test your webcam and SIP settings. If video quality continues to be unsatisfactory, consult with your designated support team to make sure, among other things, that your employer's network is providing optimal bandwidth for your calls.
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How do I get the aTC with Snap!VRS at my workplace?

Contact us! We look forward to beginning a conversation about how to make your workplace accessible for everyone, regardless of communication modality.
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