With voice recognition transcription there should be whole words. If a call is garbled, shows dropped characters or the captions are nonsensical, then the cause may be due to interference on the phone line, or using a line that does not support the data connection required to carry the captions with accuracy. They answer calls between 8 am and 5 PM Central Time, and are dedicated to assisting you.ģ. You can also call 1-88 to speak to a CapTel Customer Service representative. CapTel Customer Service will follow up with the Captioning Service management and the CA and their supervisor to be sure the CA has the quality monitoring and skill set to caption the call at the standards we expect. After the call, jot down the time and date of the call and the CA number and send an email to CapTel describing briefly the experience on the call. If you only have single line CapTel, and the call is not going well, it is best to hang up and get a new connection, or ask the other party to repeat what was said. The other party will have no idea anything has changed, yet a new captionist will be brought onto the call.Ģ. To make this transition transparent to the other party, press off and on the caption button while you are doing the taking. The hearing party will remain connected on Line 1 and you can speak to and “listen” (if you wish to use your residual hearing during this time) to the other party the whole time. In 12-15 seconds a new captionist will be connected to your existing call. If you have 2-line CapTel, simply press the caption button off (to release the connection to the current captionist) and then press the caption button back on again. Thus, if you are having any problems, here are some alternate ideas.ġ. The captionist cannot hear you if you try to give him/her any instructions or ask him to repeat something. She explains:įirst, users should be aware that the captionist can only hear the person’s voice they are captioning. She has the inside information on what you can (and should) do if you have problems with the captions on your CapTel phone. Here are some “tricks” to improve your CapTel experience, and information on how to report problems by Pamela Holmes the Director, Consumer & Regulatory Affairs/CapTel Customer Service at Ultratec, Inc. One of the common complaints CapTel phone users have is garbled captions and missing words.
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