I just received a really weird phone call.

[Maddy McCall]

I received a call from an operator who said that she was going to be speaking for someone who was typing from a computer. She gave me elaborate set of instructions, including telling me to speak slowly so that she could relay the message to the other party, that she would be typing my responses. At the end of whatever I had to say, I was to say "end transmission."

The whole time she was speaking to me, there was some heinous feedback on the phone. I tried three or four times to respond to her, and she couldn't hear me, or I couldn't hear her, and, she "scolded" me a couple of times for not saying "end transmission." Finally, out of frustration, I gave her my email and asked her to give it to the person on the other end and have him or her email me.

Now that I think about it, I'm hoping that I wasn't really rude to a disabled person. :(

Does anyone know anything about this type of phone call?

[DS1]

1. You just fucking broke Grovelbot's heart!

:grr:

[Maddy McCall]

14. I'll make it up to him...

I've got something special for his USB slot. :evilgrin:

[DS1]

23. not the most traditional approach, but he might be accept

[ScreamingMeemie]

2. Sounds like it may have been market research.

I wouldn't worry terribly about it. And you were not rude... Only frustrated.

[Maddy McCall]

12. I really think that it was a relay call as is described below.

I could die, I feel like such an ass.

:cry:

[NMDemDist2]

3. yes. that was a 'relay operator'

she was trying to relay exactly what was typed by the caller and then type back exactly what you said in return.

if you had a bad connection, it shouldn't be considered rude, but they are very slow calls and can be quite frustrating

[Maddy McCall]

8. Thanks for letting me know this.

Should I try to call back?

I really am at a loss...I don't know what to do.

:(

[NMDemDist2]

13. no, calling back won't be possible

the number on your caller ID is for the relay call center and they will have no way to contact the person

if the person didn't get your email, they'll try again I'm sure. the trick to relay calls is realize you aren't talking to the operator. she's just a machine that you input vocal data into. it really messes them up if you speak *to* them and not to the client they are relaying for.

[Maddy McCall]

15. Gaaaawd.

I wish I had known this beforehand.

:cry:

[JackBeck]

4. I've handled these calls before.

They've always been from someone who is hearing impaired.

[idgiehkt]

5. I have taken a call like that once

from a deaf person. I was working in a retail store and they were placing an order. I didn't have any problems with feedback though. It is a little disconcerting though...I guess the operator is transcribing your words simultaneously. The person was probably deaf and didn't hear your end of the conversation. :hug:

I can't remember what that kind of transcription is called but I think it's the same as what is done with closed captioning on tv shows.

[Maddy McCall]

9. Awww....now I feel like shit.

I dissed a deaf person. :(

I feel totally not cool. What should I do? Should I call back?

[idgiehkt]

21. well

my experience with the operator was that they did not make it exactly clear what was going on. I don't know that the third party was deaf, they might have been disabled in some other way and couldn't speak, but like I said, it wasn't made clear to me either what was going on, and working retail you kind of aren't expecting that. They probably appreciate the opportunity to e-mail you, that relay call stuff might be expensive and if they have a computer, which I guess they would have to to be doing that, it might be cheaper just for them to email you. But it's still bugging you you could call back, it's just such an unexpected thing.

[eyesroll]

43. Did they promise to use a credit card? Did they order 500 spark plugs to be shipped to Nigeria?

My SO used to be a relay operator...many of the calls he got to retailers were scams.

[idgiehkt]

45. no, this was legit

as I remember it the person had some ability to speak, but they just were not easily understood.

[KitchenWitch]

6. Sounds a lot like a relay call

One of my friends used to be a relay operator. They are very slow calls.

Too bad the connection was so hinky.

[Maddy McCall]

10. Gawd. What should I do, kitchie?

I feel like an insensitive ass now.

The feedback WAS awful, but had I known the situation, I'd have been 100 times more patient.

:cry:

[NMDemDist2]

17. nothing to do Maddy. they'll try back i'm sure n/t

[KitchenWitch]

18. If there is a next time - ask the operator to call back to try and get a better connection

I am sure the operator, and the other person understood.

:hug:

[SeattleGirl]

7. I've not heard of that, Maddy.

I know there is a service for the deaf and hard-of-hearing where they type what they want to say, and an intermediary verbally conveys the person's message. But conveying a conversation both ways by computer with an intermediary NOT speaking in they way I just noted is strange.

[Maddy McCall]

19. I'm pretty convinced that it was a service...

for a disabled person.

I'm near panic right now, for being ugly to someone I thought was up to no good.

Had I only known, I would have been sooo much kinder. I thought it was some kind of telemarketer at first, so I allowed myself to get much more frustrated than I would have, had I known.

:cry:

[SeattleGirl]

24. Aw, Maddy, your frustration is very understandable.

When I can't hear or clearly understand someone on the phone, I get frustrated too. Hopefully the person will email you, and you could explain.

And I would bet that if indeed it was a deaf/hard-of-hearing person trying to reach you this way, it's probably not the first time they have encountered problems like this.

:hug:

[ThomCat]

11. Someone who is deaf/hearing impaired obviously wanted

to speak to you. :shrug:

I hope they call you back with a better connection.

[Maddy McCall]

16. Me, too, because I want to apologize profusely...

for my frustrated response awhile ago.

:cry:

[La Lioness Priyanka]

20. its not your fault. if the feedback was bad, it would frustrate anyone.

you gave them your email and thats the best you could do.

dont worry about it.

[Maddy McCall]

22. *sigh*

Ok. I'm not going to let it ruin my evening.

Thanks, LP. I hope the person emails me so that I can explain, though.

:hi:

[Adsos Letter]

28. You didn't "diss" anyone; intention is at the heart of the matter here.

Its understandable to feel bad. Means yer a decent human. But try not to let it bug you. Others have explained the issue, and most of us get very frustrated with technology and its abuses (like telemarketing, etc.) these days. I'd have gotten frustrated in that situation too. And you had no intention of being rude to a disabled person, so...these things happen some times.

:D :hi: :hug:

[Maddy McCall]

31. Thanks, adsosletter.

:hug:

I'm feelin' much better.

I'm checking my email every five minutes. Hope I get an email soon.

:hug:

[rug]

25. Who could it be?

[Maddy McCall]

32. Maybe a student?

I've taught quite a few deaf students.

That's the only thing I can think of.

[siouxsiecreamcheese]

26. Don't feel bad about it

I work for a dr's answering service and the first time I got one of those calls, I was so confused. The operator will usually ask if you've received a relay call before and the ones I've spoken to before tell me to say "go ahead" when I'm done with what I'm saying. Sometimes I forget to say it and theres this long silence lol. But don't feel bad about it, if it was a real emergency that they needed to speak with you, they would call back and the operator should explain further how it works. I hate the ones that just assume you know.

[Maddy McCall]

34. That's what she said. Go ahead.

Thanks! I wracked my brain trying to remember exactly what it was she said.

Thanks for posting this. Ended my battle with my memory.

[Blue Diadem]

27. From what I remember, the call centers do not keep track of the calls

There was a story on the news a while ago about a woman getting taken by one of those relay calls. She accepted an order via one and sent out hundreds of dollars worth of product..only to discover it was all a scam and there was no way to even find out where the call originated.

Unless you know someone personally who would be using that method of communication, I wouldn't worry about it. If they got your email address they can perhaps contact you that way.

[Maddy McCall]

35. OK...THANKS.

Yeah, if it was a former student, he or she would have had my email anyway.

Thanks!

[YellowRubberDuckie]

29. We get those all the time....

It's how deaf people call those who don't have TDD phones. They have found a way to communicate and it's very effective. The person is usually very helpful especially when you've never done it before. Don't beat yourself up. I'm sure it's very frustrating for them, but they are probably used to it. They should call you back.
Duckie

[Maddy McCall]

37. Thing is, YRD...

I can't help but feel terrible that my patience was so short with that process...but I honestly had no idea what was going on. I was kinda taken by surprise.

[YellowRubberDuckie]

40. Then the relay person was not doing their job.

[Connonym]

30. Maddy, I would have been perplexed too

The operator probably should have done a better job explaining what it was all about. Don't feel bad.

As an aside, I think it's really great how we are all able to learn things from one another through our interactions here. I learn things every day here in the Lounge especially. Sentimental Connonym :hug: to everyone who is willing to share these little bits of themselves here every day. I think we all grow as a result.

[Maddy McCall]

38. I agree so much, Connonym.

I knew I could get the answer at DU.

And DUers helped me feel better about the way I reacted.

:hug: :yourock:

[Redstone]

33. You WHAT?

You gave a stranger your email address? Are you NUTS?

Why didn't you just hang up when the call started to get strange?

You're just LOOKING fo trouble, kiddo.

Redstone

[Maddy McCall]

36. Thanks, RS.

The email address I gave was just a throw-away gmail addy that I can abandon if I need to.

I didn't hang up because I was, quite frankly, caught off guard. I'd never had a phonecall like this before, and with it being so staticky and the feedback, I tried to hear what was being said to me, then, out of frustration just told the relay operator to give the person my email and have them contact me through that.

I appreciate your admonishment...I'll certainly keep it in mind, should I ever get another of those calls.

[Redstone]

39. Oh, good. I figure you were smart enough to not give them a REAL address.

Those throwaways are good to have, aren't they?

Redstone

[Inchworm]

41. Yet another cool thing about the lounge

Anybody who read this got to learn how to react to the situation if it ever happened to them. I think awareness is key when any disability is concerned.

Now we are all more aware. Thanks.

:yourock:

[datasuspect]

42. that was either a phone call from the future or from the dead

shit like that scares me.

[recoveringrepublican]

44. You were talking to a deaf of hard of hearing person

I am one of them. I'm always scared to call people using it that I don't know. It's a great service though. Don't feel bad, I would understand....though I hope it wasn't important.

I also use a Voice over Relay Cap-Tel phone, which is similar. There is an operator that types out what the person is saying for me, but I can respond with my voice, which usually make it easier calling people who do not know I am hard of hearing. Anything you say is confidential. Though I CAN save conversations.

Wish they would make it work with the damn cell phones, I'm not buying a cell phone just to text people. ugh, need a job so I can get a t-mobile. AOL has a service that does something similar using AIM. Deaf and Hard of Hearing peoples get a special number that others can call. It's typed out in instant message for the deaf person.

[Maddy McCall]

46. I hope the person understood.

I really felt terrible. I still don't have an email. :(

[recoveringrepublican]

49. don't feel bad. If it's really important for me

I have my husband or somebody call back. Who knows, the person may have dialed the wrong number.

[REP]

47. TDD/TTY

Telephone teletype relay; it's a seervice for the deaf and hard of hearing. Took a lot of those kinds of calls when I worked; I remember having to say "over" not "end transmission" though when through speaking.

[ghostsofgiants]

48. I know a friend of mine has used a similar service a few times for prank calls, haha.

[recoveringrepublican]

52. Not trying to be rude, but please tell your friend to stop

This is a huge problem. It ties up operators for people who really need the service, and make businesses/people leary of taking such calls.

[ghostsofgiants]

54. That was years ago when we were teenagers.

[rbnyc]

50. I used to get tons of these...

...when I worked providing referrals at a community center. They are from hearing impaired people. They are a pain! I did generally find the operators to be rude.

[recoveringrepublican]

53. I'm curious, as I'm on the other end of the phone

but why are they a pain? My husband and family don't find them to be a pain. I'm not trying to be rude. I'm honestly curious.

[rbnyc]

58. They are a pain because of the pace.

Especially if you're working a referral line and fielding multiple calls. It's kind of like talking on a walkie talkie, because you have to give information in chunks and indicate when you are done speaking. But you have to wait for someone to translate what you've said onto the keyboard, wait for the other person to read it, and then wait for them to type their answer, and the wait for the operator to read it.

Often there are literacy issues with both the hearing impaired person and the operator so what I'm saying is being typed by someone who doesn't understand what I'm saying and being read by someone who has trouble reading. You could seriously spend 1/2 an hour just directing someone to a support group.

That's just my experience.

EDIT: I don't mean to be rude either. My experience is limitted to taking calls from people in need of mental health and other social services. When I say there are often literacy issues, I don't mean among the deaf in general, I only mean among the sampling of deaf people I encountered in my work. As for the operators, I don't know why they would always seem to have trouble understanding me. The information I was giving was not that specialized.

[Fleshdancer]

51. why didn't the operator tell you the person you were communicating with?

It's weird that you have no idea who was trying to call. One would think that would be part of the introduction from the operator.

[tandot]

55. Maybe a scam? My mother-in-law had a similar phone call at work

at the end the caller pretended that he wanted to place an order worth over $10,000 but that he needed her to send him a check first and give her companies bank account info so his company (in Nigeria) can process the order. I don't remember the details and the reason he gave her but it was clear that he tried to scam some money out of her.


on edit:
Here is more info:

http://www.citypaper.com/news/story.asp?id=6249

<snip>
This type of scam has come to be known to U.S. law enforcement by the number of the Nigerian law that prohibits it: 419. Believed by some to be Nigeria's second largest industry after oil, this brand of international fraud is so prevalent that the Nigerian embassy warns about it on its official Web site--twice. After decades of using direct mail and faxes, 419 scammers migrated to e-mail in the mid-1990s and now have moved to the telephone, using the anonymous computer-based IP Relay service and the earnest CAs to impersonate deaf customers and take advantage of hearing merchants.

<snip>

[tandot]

56. Here is more info on relay centers being used in that scam:

http://www.usatoday.com/tech/news/computersecurity/2005-11-13-trs-scam_x.htm


Scam artists prosper by exploiting service for the deaf
By Nestor Ramos, (Sioux Falls, S.D.) Argus Leader
The voice on the line is legitimate, the offer a fraud.

"The person who has called you is deaf or hard of hearing," the operator says, and proceeds to repeat whatever appears on her screen — an order, perhaps, for 150 fuel filters or 200 Bibles.

The operator works at a relay center, such as Communication Service for the Deaf in Sioux Falls. But, in this case, the person she's speaking for is not deaf. He's sitting at a computer in Nigeria, buying goods and paying for them with a bogus credit card number.

Bound by federal regulations that established the system for deaf telecommunication in the United States, the operator, who might know it's a fraud, is powerless to stop it.

[KamaAina]

57. If it was the relay operator, she should have said, first thing,

"This is the relay operator. Have you ever received a relay call before?" And if you answered "No", she should then have given you a brief capsule description of what the relay service is and how it works.

I never heard of a relay operator asking the hearing (non-disabled) party to say "end transmission". That's something they type back and forth on the TTY side.

Sounds like your relay service is every bit as effective and up-to-date as your mental health system! :sarcasm: