View transcript - Preparing to make Video Relay Calls through the National Relay Service

View transcript - Preparing to make Video Relay Calls through the National Relay Service

Use Auslan

Video Relay

Video Relay through the NRS is good for Deaf users who want to use Auslan on a call to someone who speaks English and uses a telephone.

You sign to the Video Relay Officer and the Video Relay Officer will speak to the other person and then sign their responses back to you in Auslan.

Have Skype? Make a Video Relay call now(Opens in a new tab/window)

How does a Video Relay call work?

Flow chart demonstrating how a Video Relay call works. Long description located below image. — A Video Relay call begins with you signing your side of the conversation over Skype. The Relay Officer will speak your words to the hearing person. The hearing person listens. The hearing person talks. The Relay Officer signs their words. You watch what is being signed and the steps are repeated.

What equipment do you need?

You need a computer, tablet or mobile phone with a high-definition camera, Skype and an internet connection with both download and upload speeds of at least 1.5 MB/ per second. Video Relay calls go through Skype or through the NRS app.

How much will it cost?

Skype and the NRS app are free to download. Video Relay calls are free too but there are data costs for video calls. Make sure you know the costs of your data plan.

When can you make Video Relay calls?

You can make Video Relay calls between 7am to 6pm (Australian Eastern Standard Time) Monday to Friday and 8am to 12pm Saturday. Video Relay calls are not available on national public holidays.

Step-by-step instructions - video

View transcript - Preparing to make Video Relay Calls through the National Relay Service

View transcript - Making a Video Relay call through the National Relay Service

View transcript - More things to know about Video Relay calls

Step-by-step instructions - English

- 1.
  
  If you already have Skype downloaded on your device, skip to Step number 2.
  
  If you don’t already have Skype on your device:
  
  Find and download Skype
  
  For desktops and laptops go to www.skype.com and click on the blue button Download Skype.
  
  For Android smartphones and tablets go to Google Play:
  
  Tap the Search bar and type: “Skype”
  
  Tap to select Skype
  
  Tap install to download the app
  
  For iPhone and iPad users go to the Apple app store:
  
  Tap the Search field and type: “Skype”.
  
  Tap to select the app.
  
  Tap Get to download Skype
  
  Tap install to add the app to your device or use Touch ID to install.
- 2.
  
  Creating a Skype Account
  
  If you already have a Skype account, go to Step 3.
  
  Complete the details and create a Skype name for yourself.
  
  If you are using the NRS app, you can go to Step number 7.
- 3.
  
  To access the NRS VIDEO RELAY SERVICE Skype contact, go to bit.ly/2SQSHw4(Opens in a new tab/window).
- 4.
  
  You will be taken to this window in Skype.
  
  Click on the blue Add to Contacts button.
- 5.
  
  You will be asked to sign into Skype.
- 6.
  
  NRS VIDEO RELAY SERVICE will now be added to your Skype contacts and you will be ready to make Video Relay calls.
- 7.
  
  If you are using the NRS app, open the app and select the Video Relay (Sign using Auslan) option from the Select your call type menu, and then tap Start Skype.
  
  The NRS VIDEO RELAY SERVICE contact will be automatically added.
- 1.
  
  Login to Skype on a desktop computer, laptop or mobile device.
- 2.
  
  OR you can make a Video Relay call using the NRS app. Just open the app and select Video Relay (sign using Auslan) from the Select your call type menu, then click Start Skype.
- 3.
  
  Open your Contacts.
  
  Find and open the NRS VIDEO RELAY SERVICE contact.
  
  If you are using the NRS app, you will be automatically redirected to the Skype app. Tap Send message.
- 4.
  
  You will be taken to a chat screen.
  
  Type Hello.
- 5.
  
  This window will come up.
  
  Click on Make a Call near the bottom of the picture.
- 6.
  
  If a Relay Officer isn’t available, you will receive a message asking you to wait for the next available Relay Officer.
- 7.
  
  When a Relay Officer is available an image of a Relay Officer will be sent to you.
  
  Click on Start call at the bottom of the picture.
- 8.
  
  A full video screen will appear.
  
  Click on the green Start call button.
  
  You will then see the Relay Officer on screen.
- 9.
  
  The Relay Officer will ask what number you want to call.
- 10.
  
  Sign the area code and phone number you want to call.
- 11.
  
  Wait for the Relay Officer to dial the number.
- 12.
  
  You will see the Relay Officer sign what the other person says.
- 13.
  
  Sign your response.
- 14.
  
  The Relay Officer will speak your response to the other person.
- 15.
  
  Continue the call until you or your caller says ‘Goodbye’.
- 16.
  
  The Relay Officer will ask you if you want to make another call.
  
  If yes, sign the area code and phone number you want to call.
  
  If no, end the call.
- 1.
  
  To receive a Video Relay call, your caller will need to call the NRS on 1300 149 715 and:
  
  provide your Skype contact name; and
  
  ask to be connected to you.
- 2.
  
  You must have Skype open.
- 3.
  
  You will see a flashing alert on your screen.
- 4.
  
  Click the green video button to answer the call.
- 5.
  
  The Relay Officer will sign you their name and what the other person says.
- 6.
  
  Sign your response to Relay Officer.
- 7.
  
  The Relay Officer will speak your response to the other person.
- 8.
  
  Continue until you or your caller says ‘goodbye’.
  
  The Relay Officer will tell you when the call has ended.
- 1.
  
  Video Relay calls can be used in an emergency to contact emergency services through the NRS. But it is recommended NRS users contact emergency services through a different NRS call option.
  
  Unlike other NRS calls to emergency services – which will automatically be prioritised over other calls in the NRS system – there is no queue priority for Video Relay calls, and services only operate in limited hours.
  
  To continue making a Video Relay call to emergency services, follow the steps below.
- 2.
  
  Open and login to Skype on computer, laptop, mobile or other smart device.
- 3.
  
  Open your Contacts.
  
  Find and open the NRS Video Relay Service contact.
- 4.
  
  Wait for the Relay Officer to be on screen before signing Triple Zero (000).
- 5.
  
  Sign to the Relay Officer what service you need – Fire, Police or Ambulance.
- 6.
  
  Wait for the Relay Officer to connect you to an Emergency Services Officer (ESO).
- 7.
  
  The Relay Officer will relay everything the ESO says.
  
  Make sure to answer all the questions from the ESO.
- 8.
  
  Do not hang up until the Relay Officer signs that the call is finished.

Download instructions

NRS App

Download the NRS app to use Video Relay on the go.

(Opens in a new tab/window)(Opens in a new tab/window)

Find out more about the NRS app.

NRS Helpdesk

Need help with Video Relay?

Contact the NRS Helpdesk