VCO (Voice Carry Over)

Services > Voice Carry Over (VCO)

Voice Carry Over (VCO) is an effective service for people who have hearing loss and use their voice on the phone. VCO users speak directly to the person being called and, through specialized equipment, read what is spoken by the other party.

Create a Customer Profile so that every call through Relay is immediately connected and processed in VCO mode.

Placing Calls

Placing VCO Calls Using a TTY

  1. Using your TTY, dial 711 or the toll-free number for your state.
  2. After the Operator (OPR) answers and identifies Relay, type “VCO PLS GA.”
  3. Wait for the OPR to type, “VCO ON GA” indicating that Voice Carry Over has been activated.
  4. Pick up the handset and speak to the OPR providing the number of the person you wish to call, and any additional instructions. Say “GA” or “Go Ahead” and immediately place the handset back onto the TTY.
  5. The OPR will ask the person you are calling if he/she is familiar with Voice Carry Over. If the person is not, the CA will explain how VCO works before the conversation begins.
  6. The OPR types the response of the other person for you to read on your TTY screen. When you see “GA,” it is your turn to respond by picking up the handset and speaking to the other person.
  7. When you are ready for the other person to respond, say “GA” and place the handset back on the TTY. Turn-taking continues in this manner until the call is complete.

Placing VCO Calls Using a VCO Device (Ameriphone or Uniphone)

  1. Connect to Relay by dialing 711 or the toll-free number for your state.
  2. When the OPR answers, simply press the “RLY MSG” button that sends a recorded VCO prompt.
  3. After the OPR answers with “VCO ON GA,” provide the number you wish to call and then say “GA.”
  4. If necessary, the OPR will explain how VCO works to the person you are calling.
  5. When the conversation is ready to begin, speak directly to the person you are calling and say “GA” when you are ready for a response. The OPR types the response of the other person for you to read on your screen – when you see “GA” it is your turn to respond. Turn-taking continues in this manner until the call is complete.

Placing Calls with 2-Line VCO

Requires the use of two telephone lines, one of which must have 3-way conferencing capabilities.

  1. Using your TTY, dial 711 or the toll-free number for your state.
  2. When the OPR answers the call, inform the OPR  that this will be a 2-Line VCO call. You may do so by either speaking to the OPR or typing “2LVCO PLS GA.”
  3. Instruct the OPR to dial your voice telephone number.
  4. The OPR will dial your voice number and type back: “Dialing XXX-XXX-XXXX, Ring 1, 2….”
  5. Answer your voice line with your voice. Ask if the OPR can hear you. The OPR will type back a response.
  6. Ask the OPR to hold while you use your voice phone to create a conference call and dial the number of the person you wish to call.
  7. Immediately connect the conference using the “hold,” “switch hook,” “flash,” “conference” or “link” button found on your phone. The term used for conferencing calls may vary according to your telephone company’s features and procedures.
  8. When the other party answers, the OPR will not identify or explain Relay – the OPR is present only to type what’s said by the other party.
  9. Throughout the call, speak directly to the other party – there is no need for either of you to say “Go Ahead” or “GA” as Relay and the OPR will be “invisible.”

Receiving Calls

Receiving Calls with VCO

It is best to establish a Customer Profile indicating you are a VCO user so the OPR can connect your calls immediately. If you haven’t established a Customer Profile, you may answer incoming calls in one of two ways:

  1. Upon answering, say “VCO PLEASE GA” and immediately connect your TTY or VCO device OR
  2. Connect your TTY and type “VCO PLS GA.” If using a VCO device, you may simply press the “RLY MSG” button that sends a recorded VCO prompt.
  3. The OPR will then connect Voice Carry Over and type: “VCO ON GA.” Your call can then proceed as usual.

Receiving Calls with 2-Line VCO

  1. Ask the caller to hold while you use your voice phone to create a conference call.
  2. Dial 711 or the toll-free number for your state.
  3. When the OPR answers, explain that this will be a 2-Line VCO call and to type only what the other person says after you have “conferenced” that person into the call.
  4. Give the OPR your TTY/VCO Device number to dial.
  5. When your TTY/VCO Device rings, type your greeting then “conference” in the voice caller who is on your voice line and the OPR who is on your TTY/VCO Device line.
  6. Throughout the call, speak directly to the other party – there is no need for either of you to say “Go Ahead” or “GA” as Relay will not be identified or explained by the OPR .