Hamilton CapTel Connect Desktop FAQs

The Hamilton CapTel Connect Desktop App is a downloadable application that enables individuals with hearing loss to communicate clearly through real‑time captioning on voice conferencing software platforms. Current supported platforms include Microsoft Teams, Google Meet, and Zoom.

There is no charge to use the captioning service or to register for a Hamilton CapTel Account in order to use the app.

Yes, all calls through the Hamilton CapTel Connect Desktop App are kept strictly confidential. All communications are protected and kept secure in compliance with federal regulations.

Yes. After selecting Sign Up Here, you will be redirected to a website to complete the one-time registration process. Once an account is created, log in to the Hamilton CapTel Connect Desktop App to begin receiving captions.

The Hamilton CapTel Connect Desktop App is available 24 hours a day, 7 days a week. There are no limits on the length of your calls or how many calls you make.

Yes. Anyone with access to an internet-connected computer and a Hamilton CapTel account can use the Hamilton CapTel Connect Desktop App service anywhere, anytime.

Yes, your CapTel telephone will continue to work as it always has. The Hamilton CapTel Connect Desktop App is an added option for accessing Hamilton’s internet-based captioning service.

No. The Hamilton CapTel Connect Desktop App is designed for use on a PC/Mac computer. To access Hamilton CapTel services on a mobile device, download the Hamilton Hamilton Mobile^™ CapTel^® app on the app store associated with your device.

Hamilton CapTel is available in Spanish between 7am to 11pm CT, 7 days a week. Spanish users can toggle the Spanish option in the Caption Preferences menu.

The Hamilton CapTel Connect Desktop App is intended for use within the United States.

Please visit the Service Notifications page for information about current service interruptions Hamilton CapTel may be experiencing.

• An up-to-date PC/Mac
• Stable internet connection (Wired or WiFi)
• Preferred hardware settings for speakers and/or microphone. Any hardware compatible with your device will work with the Hamilton CapTel Connect Desktop App.

1. Download the installer from the official Hamilton CapTel website.
2. Open the installer file and follow the on-screen instructions.
3. Launch the app and sign in or register.

Yes. The following permissions are required only when using the app on a Mac:

1. Microphone
2. Accessibility
3. System Audio

a. System Audio access will require you to restart the app for changes to take effect.

To check for updates, look for an orange button next to the account holder’s name – this indicates an update is available. If no button appears, your app is already up to date. You can also select File > Check for Updates within the app to manually check.

If you forget your password, simply select “Forgot your password?” on the login page of the Hamilton CapTel Connect Desktop App and follow the prompts to reset your password.

Yes. In the App Settings, select Launch on Startup and toggle the option to On. The app will now launch when you sign in to your device.

Yes. In the Settings menu, select your name to open the User Profile menu. Adjust any desired fields, then select Save Profile.

There is no way to contact Customer Care directly through the Hamilton CapTel Connect Desktop App. You can reach Customer Care by selecting Live Chat in the lower right-hand corner of HamiltonCapTel.com, emailing Customer Care directly at info@hamiltoncaptel.com, or by calling 877-455-4227.

After you’ve installed the app, as long as you’re signed in and the app is running, captions will begin automatically when a call starts in another communication program (e.g. Microsoft Teams or Zoom).

No. There is no function to place calls directly from the app.

Any microphone or headset compatible with your device will work with the Hamilton CapTel Connect Desktop App.

When Caption Overlay is enabled, the caption window will appear in front of any other open window, so captions can always remain visible. Select the icon (arrow inside a square) in the caption window before or after a call to enable/disable Caption Overlay mode.

Auto Captions and Assisted Captions are preferences that determine how the captions are generated on calls. Auto Captions uses Automatic Speech Recognition (ASR) technology to generate captions, and Assisted Captions provides a trained Communication Assistant (CA) who monitors the conversation and makes corrections when needed. The captioning method can be changed via the Caption Preferences menu in Settings or by selecting the icon while on a call. This setting does not need to be selected for captions to begin automatically.

No. Once a Communication Assistant (CA) is connected to the call, you are not able to switch back to Auto Captions during that call. You can switch back to Auto Captions after the call by updating your profile via the Captioning Preferences menu.

Yes. The app captions all voices, including yours, on calls. This is expected behavior with the current version of the app.

Here are a few things you can check to make sure the Hamilton CapTel Connect Desktop App is working as expected:

• Ensure you are using a supported program such as Microsoft Teams, Google Meet, or Zoom.
• Confirm you are signed in and the app is running.
• Quit and reopen the Hamilton CapTel Connect Desktop App.
• If captions do not start automatically, leave and rejoin the meeting.
• Check your internet connection.
• Check your computer’s sound settings to confirm the correct microphone/speaker is selected.

In order to pause captioning during a call, you must quit the application by selecting the close icon “X” in the caption window, then click “Quit Application.” Captioning can resume by reopening the app.

Your captions will begin automatically when a call is detected on a supported platform. If you do not want the call captioned, toggle off auto-detect prior to the start of a call or close the application completely during a call.

Yes. Users can switch caption language and adjust font size, colors, and other display preferences in the Caption Preferences menu of the app.

Yes. In the app settings, select Display Mode and toggle the option to Dark.

You can view captions from the last 100 sessions in the Caption Session History window when you are not on an active call. Captions are saved locally on your device.

Yes. You can clear all or individual sessions by clicking the trash icon on the dashboard.

Caption timing and quality may be affected by:

• Poor internet connection
• Background noise
• Speaker clarity or accents

Improving audio quality often improves timing and clarity of captions.