Answering an incoming voice-to-data call

You must be logged in to the Bell IP Relay portal to receive calls. A visual notification will appear on your screen indicating that an operator is trying to reach you

If you are not logged in, or if you choose to ignore an incoming call, the voice caller will be able to leave a text message. Messages will be displayed on your Make a call page.

Placing emergency (9-1-1) calls

Important: emergency calls made using Bell IP Relay have limitations. It is strongly recommended that you use other traditional methods of placing an emergency call, if available, instead of using Bell IP Relay.

Should Bell IP Relay be your only means of signalling an emergency, follow these steps:

For Home phone subscribers:

1. Go to bell.ca/iprelay
2. Log in using your IP Relay access number and password.
3. Click the Emergency button. You will be connected to a Bell IP Relay operator.

4. The operator will ask you to provide information about your location.

   • If you become unresponsive or cannot type, your registered emergency address will be used as a last resort. Please keep it updated at all times.
5. The operator will then route the call to the appropriate emergency response centre.

For Mobility subscribers:

1. Go to iprelay.bell.ca
2. Log in using your IP Relay access number and password.
3. Click the Emergency button. You will be connected to a Bell Mobility IP Relay operator.

4. The operator will ask you to provide information about your location.

   • If you become unresponsive or cannot type, your registered emergency address will be used as a last resort. Please keep it updated at all times.
5. The operator will then route the call to the appropriate emergency response centre.

Other important information

• Only use the Emergency button in case of a real emergency.
• A 9-1-1 or emergency call can be made using Bell IP Relay only if the call is initiated within Canada.
• Bell IP Relay offers Basic 9-1-1 service. This means the operator will always ask for information about your location before routing your call to an emergency response centre.
• The emergency address on file will only be used as a last resort.

Placing Voice Carry Over or Hearing Carry Over calls

• Voice Carry Over (VCO) lets you speak for yourself, while a Bell IP Relay operator types what the other person says to you.
• Hearing Carry Over (HCO) allows you to hear what the other person is saying, while a Bell IP Relay operator speaks for you by reading what you type.

You will need the Three-Way Calling feature on your Bell account to use VCO or HCO.

To make a VCO or HCO call using Bell IP Relay:

For Home phone subscribers:

1. Go to bell.ca/iprelay
2. Log in using your IP Relay access number and password.
3. Type in the area code and number you would like to call.
4. Using the Instructions for operator field, inform the operator that you would like to make a VCO or HCO call. Include a phone number where the operator can reach you.
5. Click the Call button.
6. You will be greeted by the operator as soon as a connection is made.
7. The operator will call you on the phone number you provided (or ask you to provide one if you have not done so yet).
8. The operator will ask you to activate three-way calling and dial the number you would like to reach. Normal long distance rates and any other charges related to three-way calling will apply.
9. The operator will let you know when someone answers the call (e.g., "John is on the line, GA"). Please allow for a brief pause as the operator may need to explain Bell IP Relay, VCO or HCO to the other person.
10. The operator will let you know when the other person is ready by typing "GA".

For Bell Mobility subscribers:

1. Go to iprelay.bell.ca
2. Log in using your IP Relay access number and password.
3. Type in the area code and number you would like to call.
4. Using the Instructions for operator field, inform the operator that you would like to make a VCO or HCO call. Include a phone number where the operator can reach you.
5. Click the Call button.
6. You will be greeted by the operator as soon as a connection is made.
7. The operator will call you on the phone number you provided (or ask you to provide one if you have not done so yet).
8. The operator will ask you to activate three-way calling and dial the number you would like to reach. Normal long distance rates and any other charges related to three-way calling will apply.
9. The operator will let you know when someone answers the call (e.g., "John is on the line, GA"). Please allow for a brief pause as the operator may need to explain Bell IP Relay, VCO or HCO to the other person.
10. The operator will let you know when the other person is ready by typing "GA".

Receiving Voice Carry Over or Hearing Carry Over calls

If VCO/HCO is required on a voice-to-data call, all parties must disconnect and the Deaf, hard of hearing or speech-impaired (DHHSI) person must call back into IP Relay to re-initiate the call indicating that it is a VCO/HCO call.

General tips for Bell IP Relay users

• When calling a large corporation or placing a food order, provide details in the Instructions for operator field in the pre-call web form. For example, provide the extension of the person you are calling.
• If the person you are calling is already familiar with Bell IP Relay, inform the operator at the beginning of the call or type it in the pre-call web form.
• You can leave messages on answering machines and voicemail systems with Bell IP Relay. For your call to be returned, mention that you have called using Bell IP Relay and leave the Bell IP Relay phone number (1 888 735-2921) along with your 9-digit access number.
• Keep your online Bell IP Relay address book updated so you can easily find contact information.
• Save a copy of your Bell IP Relay registration confirmation email. It contains important information like your access number.
• Carefully read the Bell IP Relay Service Limitations. Bell IP Relay is similar to Bell Relay service but has important differences which may affect the way you use it.
• To make a call in a language other than your default language, please tell the operator at the beginning of the call or type it in the pre-call web form. This will ensure you are able to complete your call, in the language of your choice, as quickly as possible.
• Keep your emergency address updated at all times.