Support for the Hamilton CapTel 2400i Phone

Frequently Asked Questions

General

1. What is Captioned Telephone (CapTel)?
2. How does CapTel work?
3. Can I get captions on my current telephone?
4. What equipment do I need to receive phone captions?
5. Where can I get a CapTel Phone?
6. Can I receive captions in Spanish?
7. If I don’t use the caption feature, does it affect the amplification gain?
8. What happens to the CapTel Phone when it is unplugged or power is lost?
9. I’m experiencing difficulty connecting to Hamilton CapTel service. How do I know if there’s an service interruption occurring?
10. Why do I need to register my CapTel Phone?
11. Who needs to register?
12. What happens if I don’t register my CapTel Phone?
13. What does Hamilton CapTel do with my registered information?
14. Why am I required to provide my Date of Birth and the last four (4) digits of my Social Security number?
15. What is the User Registration Database (URD) and what does it have to do with me?

1. What is Captioned Telephone (CapTel)?

   Captioned Telephone (or CapTel) is a telephone technology that allows people to receive word-for-word captions of their telephone conversations. It is similar in concept to Captioned Television, where spoken words appear as written text for viewers to read. The CapTel phone looks and works like any traditional phone, with callers talking and listening to each other, but with one very significant difference: Captions are provided live for every phone call. The captions are displayed on the phone’s built-in screen so the user can read the words while listening to the voice of the other party. So if the CapTel phone user has difficulty hearing what the caller says, he or she can easily read the captions for clarification.

2. How does CapTel Wwrk?

   The CapTel user dials the number of the person they wish to call on the CapTel phone. By clicking on the Captions Button to activate captions, the call is transparently connected to a captioning service that provides the captioning. At the CapTel service center, a specially trained operator uses the latest in voice-recognition technology to transcribe whatever is being said by the other party. The voice recognition system generates the operator’s voice into captions, which are bundled with the speaking party’s actual voice and sent directly to the CapTel phone. When the CapTel phone receives this combined information, the voice and captions are split so that the voice goes to the earpiece of the phone and the captions go to the display screen.

   PLEASE NOTE:
   The CapTel Captioned Telephone is designed for people who have difficulty hearing over the phone. People who do not require captioning support for their telephone calls should only use the CapTel Phone with the CAPTIONS featured turned off. The CapTel Phone is intended to facilitate telephone communication between two or more parties on a telephone call. Any other use of the phone is considered a violation or misuse of the service.

3. Can I get captions on my current telephone?

   Captions cannot be displayed on a regular telephone but with the addition of a PC/Mac, Smartphone or Tablet you may receive captions for your calls. However, the CapTel phone includes a customized, built-in screen for displaying captions as well as a combination of sophisticated electronics and software to handle both the voice and captions simultaneously.

4. What equipment do I need to receive phone captions?

   A CapTel Phone connected to a telephone line (i.e. analog or digital telephone line), internet connection and a power adapter are required to receive captions.

   For alternative options of using Hamilton CapTel with your current phone, using a PC/Mac, Smartphone or Tablet, see what’s required:

   • PC/Mac: A Hamilton CapTel Account, computer, phone (i.e. home, office, cell phone or smartphone)
   • Smartphone: A Hamilton CapTel Account, compatible smartphone, voice and data capability, and the Hamilton CapTel App.
   • Tablet: A Hamilton CapTel Account, compatible tablet with Internet connection, a phone (i.e. home, office, cell phone or smartphone), and the Hamilton CapTel App.

5. Where can I get a CapTel Phone?

   Order your CapTel Phone online or simply call 888-514-7933.

6. Can I receive captions in Spanish?

   Yes, Spanish captions are available 7am to 11pm CT, 7 days a week. Spanish CapTel users must enable the Spanish captions option from the menu by clicking the “Phone Settings” option then select “Spanish Captions”. Select “Enabled” and click the “Yes” button to enable this feature.

7. If I don’t use the caption feature, does it affect the amplification gain?

   Yes. When captions are off, the maximum amplification gain is 18dB. When caption are on, the maximum amplification gain is 40dB.

8. What happens to the CapTel Phone when it is unplugged or power is lost?

   The CapTel Phone will not function if it does not have electrical power. In addition, any saved conversations and call history will be deleted. However, all CapTel Phone Settings are saved even when power is lost.

9. I’m experiencing difficulty connecting to Hamilton CapTel service. How do I know if there’s an service interruption occurring?

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

10. Why do I need to register my CapTel phone?

    Per a recent ruling by the Federal Communications Commission (FCC), new customers of IP captioned telephone services must register as part of the FCC’s efforts to protect the captioning service from potential misuse by individuals who do not need captioning support.

11. Who needs to register?

    New customers who have obtained one of the following CapTel phones:

    • CapTel 840i
    • CapTel 800i
    • CapTel 880i
    • CapTel 2400i

12. What happens if I don’t register my CapTel phone?

    Per FCC requirements, the Captions feature on your CapTel phone will not be activated until the phone is registered. You will still be able to use the phone to make and receive calls, however, no captions will be available.

13. What does Hamilton CapTel do with my registered information?

    All information gathered is secure and confidential in accordance with FCC requirements. Your information is not used for marketing or promotional purposes unless you have specifically opted-in to receive information from Hamilton CapTel.

14. Why am I required to register my Date of Birth and the last four (4) digits of my Social Security number?

    The FCC works to protect captioned telephone service from potential misuse by people who may not need captioning assistance. Your registration information confirms that you are at least 18 years of age, and are a US citizen. All information provided is treated, by law, as confidential.

15. What is the User Registration Database (URD) and what does it have to do with me?

    IP CTS Consent to Disclosure of Personal Information

    The Federal Communications Commission ("FCC") has established the Telecommunication Relay Service ("TRS") User Registration Database ("URD") which is intended to ensure that Internet Protocol Captioned Telephone Service (IP CTS) is used by verified users only. The FCC is in the process of requiring all IP CTS providers, including Hamilton, to collect required information from Hamilton CapTel users which will then be verified for accuracy as a component of registration with the URD. The following required information will be submitted to the URD and made available for review by the FCC, the TRS Fund Administrator, their respective agents and any person or entity designated by either of them for access to the URD:

    1. user's full name;
    2. user's full residential address;
    3. user's telephone number;
    4. a unique identifier such as the electronic serial number (ESN) of the user’s IP CTS device, the user’s log-in identification, or the user’s email address;
    5. the last four digits of the user’s social security number or Tribal Identification number (or alternative documentation, if such documentation is permitted by and has been collected pursuant to FCC Order, 30 FCC Rcd 1093 (CGB 2015));
    6. user's date of birth;
    7. users Registered Location (if applicable);
    8. IP CTS provider name;
    9. date of service initiation and (when applicable) termination;
    10. a digital copy of the user's self-certification of eligibility for IP CTS and the date obtained by the provider; and
    11. (for existing users only) the date on which the IP CTS user last placed an IP CTS call.

    By granting consent, you are consenting to Hamilton collecting, storing, and transmitting your required information to the URD; and you are acknowledging that the required information is being provided to the URD to ensure the proper administration of the TRS Program. Hamilton is required to keep a copy of your consent on file. You are required to provide your consent – failure to provide consent will result in denial of service.

    Hamilton is committed to ensuring your personal information is protected and held in a confidential manner. FCC rules obligate us to share the required information with the FCC’s URD, and Hamilton will treat this information consistent with its privacy policy.

    If you have questions about the URD process, you can press the blue Customer Service button on your phone, or contact Hamilton Customer Care at 877-455-4227, email info@hamiltoncaptel.com or choose our Live Chat feature. If you have questions or concerns about the FCC requirements for the URD, you may contact the FCC by calling 202-418-2517 or emailing DRO@fcc.gov.

Placing Calls

1. How do I place a call with the CapTel Phone?
2. Can I save the telephone numbers that I dial often?

1. How do I place a call with the CapTel Phone?

   Just like any telephone, pick up the phone, press the captions button to turn on the captions and dial the number of the person you are calling. When captions are activated on your phone, you will automatically receive captions on your screen.

   Captions, by default, are set to “off” and will not appear automatically for every call. You will need to press the captions button at the start of every call in order to turn them “on”. When captions are “on”, you will see a red light displayed around the captions button.

2. Can I save the telephone numbers that I dial often?

   Yes, the CapTel Phone has a “Phone Book” feature where you can store frequently called telephone numbers. Go to the menu, select “Edit Phone Book” option, select “Add a New Contact” option, press the “yes” button and add the person’s name and telephone number.

Receiving Calls

1. How do I receive a call with the CapTel Phone?
2. How do people call me using the CapTel Phone?
3. How do I activate captions for incoming calls with the CapTel Phone?

1. How do I receive a call with the CapTel Phone?

   As with any telephone, when someone dials your number directly the CapTel Phone will ring and you simply pick up the receiver to answer. Press the captions button to activate the captions on your phone, you will receive captions on your screen instantly.

2. How do people call me using the CapTel Phone?

   The person calling you simply dials your telephone number directly.

3. How do I activate captions for incoming calls with the CapTel Phone?

   Simply press the captions button to turn captions on or off. When the captions button is illuminated red, captions are activated.

Features

1. Can I turn the captions on/off anytime during the call?
2. Does Caller ID work with the CapTel Phone?
3. I subscribe to Caller ID. How do I check my Call History?
4. Can I change the font size, font color and background color?
5. Can I review the captions (scroll up or down) while still on the call?
6. Can I save and review the captions of a conversation after the call has been disconnected?
7. Can I save telephone numbers to a directory on my CapTel Phone?
8. Does the CapTel Phone have a speakerphone option?
9. Is the CapTel Phone hearing aid compatible?
10. Can I access the menu options during a call?
11. Can I adjust the Ringer Volume on the CapTel Phone?
12. Can I adjust the Ringer Pitch on the CapTel Phone?
13. Can I set the Captions Default to on or off?
14. How do I delete saved captions from the CapTel Phone?
15. Can deleted captions be recovered?
16. Can the CapTel Phone save the captions of all my conversations?
17. How do I update my phone with the latest software?

1. Can I turn the captions on/off anytime during the call?

   Yes. Simply press the captions button to turn captions on or off at anytime during your call. When the captions button is illuminated red, captions are activated.

2. Does Caller ID work with the CapTel Phone?

   Yes, as long as you subscribe to the Caller ID feature through your telephone service provider.

3. I subscribe to Caller ID. How do I check my Call History?

   You may check your Call History by going to the main menu. Select “Call History” option and press the “Yes” button. A list of calls will be displayed.

4. Can I change the font size, font color and background color?

   Yes. All of these settings can be managed in the Options Menu under the Display Settings selection.

5. Can I review the captions (scroll up or down) while still on the call?

   Yes, the scroll feature works at anytime during the call process.

6. Can I save and review the captions of a conversation after the call has been disconnected?

   Yes. Your CapTel phone comes with the Save Conversations feature enabled, letting you view conversation captions after you’ve hung up the phone. From the Options Menu select “Review Conversations” to see your saved conversation. Please note that the CapTel Phone saves up to 480 lines of captions. As new captions are received, earlier/older captions are erased.

7. Can I save telephone numbers to a directory on my CapTel Phone?

   Yes, the CapTel Phone has a “Phone Book” feature that allows you to easily store up to 97 names/telephone numbers.

8. Does the CapTel Phone have a speakerphone option?

   This feature is available on the CapTel 2400i model. If you have a 2400i and the feature is not available to you, please make sure you have the latest software update on your phone.

9. Is the CapTel Phone hearing aid compatible?

   Yes.

10. Can I access the menu options during a call?

    At this time, it is not possible to access the menu options during the call. It is recommended that you set your call preferences prior making and receiving calls.

11. Can I adjust the Ringer Volume on the CapTel Phone?

    Yes, you may adjust the ringer volume by selecting the “Phone Settings” menu option.

12. Can I adjust the Ringer Pitch on the CapTel Phone?

    Yes, you may adjust the ringer volume by selecting the “Phone Settings” menu option.

13. Can I set the Captions Default to on or off?

    Your CapTel Phone comes with the Captions Default set to OFF. Simply press the captions button to turn captions on or off at anytime during your call. When the light around the captions button is red, captions are activated.

14. How do I delete saved captions from the CapTel Phone?

    You can delete saved captions in the Conversation Options Menu.

15. Can deleted captions be recovered?

    No. Once the “Delete All Captions” is selected and the “Yes” button pressed, the deleted captions cannot be recovered.

16. Can the CapTel Phone save the captions of all my conversations?

    Your CapTel phone comes with the Save Conversations feature enabled. From the Options Menu select “Review Conversations” to see your saved conversation. Please note that the CapTel Phone saves up to 480 lines of captions. As new captions are received, earlier/older captions are erased.

17. How do I update my phone with the latest software?

    800i, 840i, and 880i
    To determine whether you have a software update available, you will need to access the Options on your phone. With the handset placed on the phone, press the “Yes” button. Use the down arrow to move the highlight, and select “Settings”. Select “Phone Settings”, then select “Update Phone”. Follow the instructions on the screen.

    2400i
    To determine whether you have a software update available, you will need to access the Settings option on your phone. Select the “Settings” icon, then select “About” and “Update”. If there is an update available, your phone will begin to load the update, which will also reboot your phone. Once the update has been made, you can use the phone as you normally would.

Call Types

1. Are long distance charges incurred when using the CapTel Phone?
2. Can I make international calls using the CapTel Phone?
3. Do I have to register my long distance provider when using the CapTel Phone?
4. If my Internet service goes down, will the CapTel Phone operate as a standard phone?

1. Are long distance charges incurred when using the CapTel Phone?

   Whether or not you are charged for long distance calls depends on the telephone service plan and your telephone service provider. There are no additional charges to receive captions.

2. Can I make international calls using the CapTel Phone?

   International calls can be placed and received, with captions. Whether or not you can place International calls depends on the telephone service plan and your telephone service provider. There are no additional charges to receive captions.

3. Do I have to register my long distance provider when using the CapTel Phone?

   You are responsible for any long distance charges incurred, but the charges will appear on your regular phone bill.

4. If my Internet service goes down, will the CapTel Phone operate as a standard phone?

   This depends on the type of phone service you are using with the CapTel Phone. If you are using an analog phone service, when/if your connection to the Internet is lost, your CapTel Phone will work as a standard telephone with no captions. If, however, you are using an Internet-based phone service with your CapTel Phone, your phone will not be operational until your connection to the Internet is restored.

Technical

1. What are the technical requirements for the CapTel Phone?
2. Where is the best location to set up my CapTel Phone?
3. Do I still need my telephone service?
4. How can I get technical assistance with the set-up and use of my CapTel Phone?

1. What are the technical requirements for the CapTel Phone?

   The CapTel Phone requires:

   • High-speed Internet access (broadband or digital cable service, not dialup). Depending on your set-up, a router may also be required to connect more than one device to your Internet service.
   • Telephone service (can be standard analog-POTS, VOIP, cable telephone service, FIOS). Please Note: The CapTel Phone is not compatible with digital PBX systems found in offices or some residential facilities (unless an analog port is available).
   • Standard electrical power (AC adapter plugs into standard wall outlet).

2. Where is the best location to set up my CapTel Phone?

   Set up the CapTel Phone in a place where:

   • There is a high-speed Internet (Ethernet) jack or your home router is located nearby.
   • There is a telephone jack nearby (can be analog line, VOIP, FIOS, or Digital Cable phone service).
   • There is an electrical outlet nearby.
   • The surface it will be set on, or mounted to, is stable and secure.
   • The area is protected from excessive heat or humidity.

   NOTE: The outlets for power, the phone line, and the Ethernet connection should all be located nearby, as each cord needs to plug into your CapTel Phone. If your Internet access is located in a different room than where you plan to use the CapTel Phone, see the Installation Guide or contact CapTel Customer Service at 888-514-7933 for help.

3. Do I still need my telephone service?

   Yes. The CapTel Phone requires both a telephone service and Internet connection.

4. How can I get technical assistance with the set-up and use of my CapTel Phone?

   For set-up and initial installation, please download the CapTel Phone Installation Guide.

   For detailed instructions regarding the use of your CapTel Phone, please download the CapTel Phone How-To Guide.

   For additional assistance, please call CapTel Customer Service: 888-269-7477.

911 Calls

1. Can I place a 911 call with Hamilton CapTel?
2. If I call 911 using the CapTel Phone, will I still receive captions?
3. Will 911 emergency call centers be able to identify my location if I dial 911 with my CapTel Phone (Models 800i, 840i, 880i and 2400i)?

1. Can I place a 911 call with Hamilton CapTel?

   Please refer to the Emergency Calling 911 Info for information on using Hamilton CapTel for emergency calls.

2. If I call 911 using the CapTel Phone, will I still receive captions?

   Yes. Please be sure that Captions are activated and your Internet connection is active.

3. Will 911 emergency call centers be able to identify my location if I dial 911 with my CapTel Phone (Models 800i, 840i, 880i and 2400i)?

   Yes. The 911 centers have the ability to identify your location based on your specific incoming phone number.