Frequently Asked Questions

Q: What is the Relay Service?
A: The Relay Service is the communication link that connects people who use specialized telephones to people who use standard telephones.
Q: How do I call Florida Relay?
A: It’s simple, just Dial 711 and a relay operator will answer your call. The 711 access number is toll free and it can be used anywhere, anytime.
Q: I tried to call the Relay service from my office phone and all I heard were some strange noises?
A: When connecting to the relay service using a digital or PBX phone system you may hear series of strange noises that sound like a fax machine.  Simply be patient and after approximately 30 seconds a live Relay operator will pick up the line to assist you.
Q: How would I know if my business is receiving a call from the Relay service?
A: Your phone would ring, and when you answered it you would hear, “Florida Relay operator 1234 have you ever received a relay call before?”  The most important thing to do at this point is to not hang up, because there is a person waiting to talk to you.  If you tell the operator that you have never had a relay call before the operator will quickly explain how it works and patch the relay user through.
Q: Can I call someone who uses a TTY/TDD (Text Telephone or Telecommunications Device for the Deaf), if I do not have one?
A: Yes, call Florida Relay by dialing 711 and give the Relay operator the phone number with the area code of the person you are calling. The operator will place your call to that person and will type your spoken words to the person you have called who uses a TTY; then, the operator will voice the typed words from the other party to you, until your conversation ends.
Q: What is the Customer Database Profile and how is used?
A: This is a form that is filled out by a Relay user and submitted to Relay Customer Service.  It allows an individuals calling preferences to automatically be displayed on the relay operator’s screen. This can save on call-time and make your relay call smoother and easier. You can request a Relay Customer Database Profiles from Relay Customer Service or FTRI Outreach Department.
Q: If I have Caller ID on my phone and call another party through Florida Relay, what number shows up?
A: If the person you are calling using Florida Relay has Caller ID, your phone number will appear on their Caller ID.
Q: Who do I call if I have problems making a Relay call?
A: You should call Relay English Customer Service at 1-800-855-2881 (Voice), 1-800-855-2880 (TTY), or Relay Spanish Customer Service at 1-800-855-2885 (Voice), 1-800-855-2884 (TTY). A customer service representative will be happy to assist you with problems or questions and they are available 24-hours a day, 365-days a year.