1. Who can use InnoCaption?
FEDERAL LAW PROHIBITS ANYONE BUT REGISTERED USERS WITH HEARING LOSS FROM USING INTERNET PROTOCOL (IP) CAPTIONED TELEPHONES WITH THE CAPTIONS TURNED ON. InnoCaption is a certified IP captioned telephone service provider. InnoCaption uses a live stenographer to generate captions. The stenographer generates captions of what the other party to the call says. These captions are then sent to your phone. There is a cost for each minute of captions generated, paid from a federally administered fund.
2. If I was an InnoCaption user prior to April 2015, will my InnoCaption App still work?
No, all InnoCaption users who registered before our relaunch in July 2016 must re-register and download the latest version of the InnoCaption App. InnoCaption users are now assigned an InnoCaption number with an area code that matches their native mobile number.
3. My InnoCaption number is getting a lot of calls that are not for me. What can I do?
If your assigned InnoCaption number is getting a lot of wrong number calls, please let us know by emailing us at email@example.com – our team will help you solve this issue!
4. If someone calls my native mobile number and leaves me a message, can I get that message captioned?
Yes. If you do not already have one, set a password on your voicemail box. Then, disable the “Call Waiting Function” on your mobile device. After you use the InnoCaption App to call your mobile number, you will be asked for the password you entered for your voicemail. You will be able to get your voicemail captioned by one of our Communication Assistants after you input your password.
5. What do I do if I work in a secure building and am having issues making/receiving calls on InnoCaption?
If you are having issued making and/or receiving calls, and you work in a secure building, sometimes the port used by InnoCaption is blocked. If you are having that problem, please contact us so our engineering team can work with your IT department to solve the issue!
6. How do I delete, or save, a Voicemail message without listening to it all the way to the end?
To delete a message from your InnoCaption Voicemail press 7. If you wish to save the message, press 9.
7. Why did my captions stop?
If, in the middle of a conversation your captions stop, you are most likely experiencing connectivity issues. Your Wi-Fi connection may be experiencing some issues, or perhaps you entered an area that is not covered by 4G/LTE. If the issue persists, please contact us at firstname.lastname@example.org.
8. How much data does InnoCaption use?
InnoCaption takes up 2 MBs for 30 hours of captioned calls. InnoCaption uses a very small amount of data.
9. How do I make an international call?
To make an international call, Dial 011 | the Country Code | then the Telephone Number – please note, “+” country codes do not work at this time.
10. (Caller ID Block) How do I prevent my InnoCaption number from showing up on someone’s Caller ID?
If you want to block your Caller ID – your InnoCaption number will not show up when making an outgoing call – dial *67 followed by the Telephone Number you wish to call.
11. Who is eligible for InnoCaption service?
Anyone who is deaf or hard of hearing who wants to use their own voice to talk, but needs assistance of the service in understanding the other party.
12. Which mobile phones does InnoCaption work on?
13. Can I receive a call through the InnoCaption App?
Yes. InnoCaption provides functional equivalence, so that you can make and receive a call whenever and wherever as a mobile phone was intended, mobile, and effortless.
14. Will my new InnoCaption number be able to receive text messages?
No. Your texting capabilities will still be through your mobile number provided to you by your mobile carrier.
15. Is my conversation kept confidential?
YES. InnoCaption is a FCC regulated captioning provider with strict obligations for confidentiality with all of our customers.
16. What kind of listening devices would I be able to use?
If you have a Cochlear Implant (CI), you may directly connect a audio cable to your CI and to your phone. If you have hearing aids, using a hearing loop, BT (Bluetooth) Gateway, or a Silhouette device will allow you to experience your phone call without any ambient or outside noises.
17. Will captions be available in languages other than English?
Unfortunately, captions are only available in English at this time.
18. Can I change my InnoCaption number after being assigned it?
In limited circumstances, where an assigned number presents an issue to a user, we are able to change the assigned number.
19. What if I get a new mobile phone or I change my original mobile phone number?
Please email us at email@example.com and we will be able to assist you in transferring your InnoCaption account to the new number.
20. What if my personal information is changed? (Ex. Address, Original mobile phone number, email, and etc.)
21. What if I want to cancel my InnoCaption service?
22. What is the difference between having my Wi-Fi turned on and having my phone connected to a Wi-Fi source?
Having Wi-Fi on means that your phone is enabled to connect to a Wi-Fi source. To actually be connected to a specific Wi-Fi network, you will need to go into your phone’s settings and connect to a Wi-Fi.
23. Can I use InnoCaption for in-person transcription or CART?
InnoCaption only provides IP-CTS. By law, InnoCaption is not and cannot be a substitute for CART or in-person transcription. FCC does differentiate between the IP CTS and CART (live-event captioning). CART provides a complete translation of all spoken words and environmental sounds for the benefit of an individual consumer or larger group in a variety of settings, including classrooms, courtrooms, religious services, conferences and so forth. CART is a fee-based service. It is stipulated in our conditional certification with FCC that InnoCaption cannot be used as a substitute for CART or for in-person transcription because those services are not covered under the TRS fund.
24. What makes InnoCaption so different from other providers?
We are the only IP-CTS provider to –
• Use Communication Assistants (CAs) that are live stenographers to provide captioning as opposed to voice recognition technologies (i.e. dragon talk)
• Provide seamless inbound calling
• Provide initial connectivity capabilities that are on par with that of a hearing user
• Support 911 calls by providing a system for InnoCaption Emergency Call Center operators to ping the users’ device for the GPS information in situations where a user does not know their location.
My InnoCaption app does not seem to be operating properly.
A standard operating practice with today’s technology includes “rebooting” or “re-syncing”. If you are having complications with your InnoCaption app, we recommend you :
(1) open the app;
(2) go into Settings;
(3) scroll down and click “Retry Activation”.
If that does not resolve your issue, please contact customer care at firstname.lastname@example.org.
25. I’m on Wi-Fi, but have weak or dropped calls. How can I fix this?
Sometimes when we are connected to multiple Wi-Fi sources, our phones will have weak signals. We suggest disconnecting from all current Wi-Fi sources and reconnecting to the Wi-Fi you wish to use.
26. During registration, I entered the wrong information. How can I change it?
If you entered your mobile number and your password correctly, you will be able to log back in. Otherwise, please email us at email@example.com and we will be more than happy to help you
Understanding Simultaneous Voice and Data (SVD)
SVD is a system that will transmit and receive both voice and captioned data at the same time on your phone. InnoCaption connects your call to a live stenographer who provides captions that are transmitted over the data channel as along with the voice of the other person which is received on the voice channel. This patented technology provides you with the fastest, easiest and most accurate captioning available for your smartphone.
Most smartphones have a voice and data plan which is needed to make and receive phone calls, while using your phone for data (Internet). Having a voice and data plan though is not the same as simultaneous voice and data. To ensure that your smartphone and mobile network carrier supports simultaneous voice and data, talk with your mobile service provider.
Generally, SVD is supported on most of 4G LTE smartphones from AT&T, T-Mobile and Verizon, except Sprint as its network in some area does not support SVD.
If your phone and network carrier does not support SVD, InnoCaption can be accessed with a Wi-Fi connection where available. . However, we recommend getting a phone and mobile plan that supports SVD in order to enable you to make phone calls regardless of whether Wi-Fi is available.
27. How does InnoCaption work?
The InnoCaption App handles two things at the same time, voice (audio of the other person) and captions of the other person’s voice. In a regular phone call, all that is needed is a voice channel on your phone. In an InnoCaption call, the voice channel is used to carry your voice to the person on the other end; however, when the other person talks to you, their voice goes two places: it goes to your phone (audio), just like any phone call and to our Communication Assistant (CA), who is a live stenographer. The CA captions what is being said.
28. When is Wi-Fi needed?
• If you don’t have 4G network coverage
• If your phone/mobile network carrier combination does not support simultaneous voice and data(SVD)
With both voice and data channel working simultaneously, InnoCaption is able to provide you with instantaneous captioning and communication access whether it is with your phone/mobile network carrier combination or through the phone’s Wi-Fi connection.
InnoCaption encourages a phone/mobile network carrier combination that will provide SVD, as you will have more flexibility, mobility and convenience to use InnoCaption wherever and whenever you want. When SVD is not available through your phone/mobile network carrier, InnoCaption will work with Wi-Fi (providing the data stream). However, this combination limits the flexibility, mobility and convenience of the app.
There are times when Wi-Fi access is needed for SVD to be supported. In those situations, your smartphone will need to be actively connected to a standard Wi-Fi network.
This can be accomplished through a public Wi-Fi that is usually unsecured with no password or a secure Wi-Fi (with a login ID & password). As long as your smartphone has the voice and data plan, and SVD is supported, InnoCaption service will be available.
"If you have a question you are not able to find in our FAQ’s – please contact our support team at firstname.lastname@example.org. We will assist you with your question and where necessary, add that information to our FAQs."