Frequently Asked Questions –
Relay Conference Captioning (RCC) and Teleconference Captioning Service (TCS)
How can I get a RCC transcript?
On the RCC request form, the host or requestor must select “Allow participants to view & save transcript”. Participants will be able to access the RCC transcript immediately after the meeting or within 24 hours of the scheduled start time of the event by following these steps:
- Click the RCC link for the event,
- Click “Continue” in the RCC window,
- Click the “Transcript” icon, and
- Select the option to save, email or print the transcript.
After 24 hours, the RCC meeting link will no longer be available to get a transcript.
How to request and read captions via RCC in a separate web browser window for a Zoom meeting?
On the RCC request form, in the “Event Details” section, the host or requestor follows these steps:
- Select “Video Meeting/Webinar” option,
- In the drop-down menu for “Video Meeting/Webinar” field, select “Other” platform, and
- Enter the Zoom meeting URL in the “Meeting Link” field.
Clicking the RCC link will automatically open a separate web browser window, this will allow participants to join the Zoom meeting and read captions via two separate windows.
Can I embed RCC or use one web browser window with Zoom?
Yes, the host will assign the Closed Captioner to "Assign to Type Closed Caption" from the Zoom participant list. See attached instructions: https://www.tmobileaccess.com/embed-captions-zoom-meetings-instructions.
Are captioners required to sign a confidentiality agreement?
Yes, RCC captioners sign a confidentiality agreement.
Do I need to add a "1" when entering my contact number or teleconference phone number on the RCC ordering form??
No, simply enter your 10-digit contact phone number or teleconference phone number. Adding a "1" in front of your contact phone number will give you an error message that you have an invalid area code.
Do I need to provide a Dial-in phone number for a Web Conference?
No, when scheduling an event, select Video Meeting/Webinar, select the web conferencing application and paste the meeting URL into the Meeting link field. You may provide a conference ID and/or password, if required for your meeting.
What do I need to participate in an event?
The minimum system requirements for attending an event are:
- Microsoft Edge, Chrome, Firefox, or Safari
- JavaScript and cookies enabled in the browser
- Microsoft Windows 10 or newer, or OS X
- A high-speed Internet connection is required
Can I have a private conversation with the captioner?
Commentary and discussion directly with the captioner that is not a part of the call should be avoided. Your captioner is there to capture the dialogue and deliver it to you in realtime.
What is the Message Center?
The Message Center is the section on the website that shows the participant what messages were sent to the captioner and the captioner’s responses to those messages. It acts in much the same manner as a chat window but the communication from the captioner is highly restricted within the Message Center. No one else can view this private dialogue. Only text that appears on the live transcript window becomes a part of the transcript.
How do I change the display of the text?
The settings feature from the captioning screen allows the ability to change the following:
- Font Style
- Font Size
- Background Color
- New Text
- Display New Text
- Delay (0-60 sec)
What is the Delay (0-60 sec) for?
This feature within Settings controls how long it takes for new text to appear in the live transcript. Higher intervals will display larger blocks of text at a slower rate, lower intervals display smaller blocks of text at a higher rate.
What is Message Captioner?
This feature allows the participant to have the captioner voice into the conference call the text that is typed into this box by the participant. Please note that Message Captioner is available if the event was ordered with the Relay Conference Captioning Service Type option selected.
What is my limit to type into the Message Captioner?
There is no limit to the amount of text that can be typed into this box. Keep in mind that the more text that is entered into the ‘Message Captioner’ window could cause a problem for the captioner. The text that is typed into this box will be displayed to the captioner after the return key is pressed on the keyboard. This text is then voiced into the call by the captioner, and the text is displayed in the live transcript.
What is the Transcript button for?
A transcript provides the full text of the event, starting at the time the captioner joins the event until the time the captioner leaves. The requestor of the captioning services must select the Participant Option to “allow participants to view and save” to email, save, or print a copy of the transcript*. A participant’s late arrival during the session will not affect the availability of the full transcript when this option is selected.
*Note: The transcript is only available for 24 hours from the start of event from the RCC link.
Can my transcript be encrypted?
Yes, SSL encryption is available on all RCC events.
How can I print, email or save a transcript after a conference call, video meeting or webinar?
If requested by the host of the conference call, video meeting or webinar, the transcript is available on the RCC link in the confirmation email from the time immediately following the event up to 24 hours after the start of the meeting.
Can I adjust the size of my browser window?
Yes, you can adjust the window to any size that you want, and your settings do not affect anyone else's display. We, recommend that your screen resolution be at 1024x768 pixels or higher and the browser window be set to full screen to allow for bigger font sizes that some users may require.
What if I can speak for myself?
If you prefer to speak directly into the discussion or conference call, please join the audio conference bridge provided for all participants. You will be able to read everything captioned from the Relay Conference Captioning link and respond directly using a telephone (standard or mobile).
How can I cancel or make a change to my RCC request?
We understand cancellations or even changes may occur.
Follow these guidelines to cancel or make changes to a scheduled event:
- Respond to the original RCC email confirmation for cancellations or event changes
- Each event must be canceled at least 24 hours before the start of the event.
- If multiple events were submitted (i.e. for a multi-day conference or workshop), each day must be canceled using the event confirmation email.
Troubleshooting Issues
If the words stop showing up, what does that mean?
If there are no words being displayed on the screen, it could mean that the event has ended or nobody is speaking at that exact moment. Make sure the captioner is present and that the event is still underway. If you are having trouble with the event for any reason, pressing the refresh button on the browser may alleviate your issue.
What is required for the captioner to connect to an event?
The primary requirement is access to the audio via a conference bridge or web conferencing link or audio connection.
Do you have any contact so I can call for problems/questions during an RCC event?
For RCC captioning support during a meeting, please email captioning@t-mobile.com or call 833-250-2784 and provide the Event ID found in the confirmation email sent to the requestor.
General Questions
What’s the purpose of this service?
The purpose of this service is to allow people who are deaf, hard of hearing or have a speech disability to participate on conference calls, video meetings or webinars. The captioner joins the same conference or audio bridge in order to caption the scheduled online meeting or conference call.
How do I get audio for the event?
The words that are spoken in the event and captioned by the captioner are not spoken out loud using the RCC service. If you wish to listen in on the spoken words being captioned, contact your event organizer for the audio bridge and access code.
What is the cost of this service?
Please contact your event organizer for any information regarding the cost of the service.
Will this be recorded? Do I have privacy?
The text of the event may be subject to recording via saved transcripts. This option is at the sole discretion of the host or scheduler of the conference call, video meeting or webinar.
Can this service be used anywhere?
The service can be used anywhere with an internet-connected device with a web browser and captioner access to the event’s audio conference bridge.