Tips for video relay calls

pic of Video relay user on desktop computer signing in Auslan to relay officer

Getting started

Before you use NRS video relay for the first time, you must add the NRS contacts on Skype. Search for nrs.videorelay and add the seven NRS contact names as Skype contacts. You only need to add them once to ensure that you will you have access to all available relay officers. 

  • To make a call, look for a relay officer who is ‘online’ (full green bubble).
  • If all relay officers are busy (full red bubble), you can use the ‘call-back’ option. nrs.videorelay call-back will always be online during service hours. Just click this contact and a relay officer will ring you back as soon as possible. If you are waiting for a call-back, make sure your status is online otherwise the relay officer can’t contact you.
  • If you sort your Skype contacts by status, all video relay contact names available to take a call will be grouped together so it makes it easier for you to get started.
  • When you are on a call, make sure the background behind you is plain. Don’t make your call in front of an open window or a bright light as it will make it harder for the relay officer to read your signing.
  • If possible, plan your calls during a quieter time of day. Mid-to-late morning is often the busiest time for video relay calls, so unless you need to make a call then, make it at another time.

During the call

  • Tell the relay officer if you want them to move position. They may also ask you to move or tell you something about the lighting or background. See these tips from Skype about improving your video quality.
  • If it’s easier for you type some things such as phone numbers or addresses during the call, just send them to the relay officer using the Instant Message (IM) text box. If you can’t see the IM text box because the video is blocking it, just click the ‘Show IM’ icon.
  • You can also send an IM message to the relay officer if you are having problems with the picture during a call.

Technical problems

If you are having ongoing technical problems with Skype video calls such as the quality of the video or the working of your webcam, see this Skype support info.

Make an internet relay call Make a captioned relay call

24-hour relay call numbers

  • TTY/voice calls

    133 677

  • Speak & Listen

    1300 555 727

  • SMS relay

    0423 677 767

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