What is CaptionCall?
CaptionCall by Sorenson is a free captioned telephone service available to individuals with hearing loss who need captions to communicate by phone. During a call, a live captioning agent uses voice recognition technology to transcribe what the other caller is saying — word by word — so you can read along in real time on your CaptionCall phone or app.
CaptionCall is provided at no cost to eligible users under the Federal Communications Commission (FCC) Telecommunications Relay Services program. A certified hearing healthcare professional must confirm your need for captioned telephone service.
To use CaptionCall, you must have a hearing loss that necessitates captioned telephone service. You will be asked to have your audiologist or hearing care provider complete a brief certification before your service is activated.
Supported devices
CaptionCall is available on a dedicated captioning phone and on mobile and desktop apps. All options display captions of incoming speech during a live phone call.
Model 67T hardware overview
| Display | 7-inch color touchscreen |
| Caption font size | Adjustable — small, medium, large, extra-large |
| Audio amplification | Up to 40 dB on handset |
| Ringer volume | Adjustable; includes visual ringer (flashing light) |
| Internet connection | Ethernet (wired) or Wi-Fi (802.11 b/g/n) |
| Power | AC adapter (included); no battery backup |
| Caption history | Stores last 100 captioned calls, reviewable on-device |
Setting up your phone
What's in the box
- CaptionCall phone (Model 67T)
- AC power adapter
- Telephone line cord (RJ-11)
- Ethernet cable (RJ-45)
- Quick Start Guide
Connecting your phone
- Choose a location near both a telephone wall jack and your internet router or modem.
- Connect the telephone line cord from the phone's LINE port to your telephone wall jack.
- Connect the Ethernet cable from the phone's LAN port to an available port on your router. If using Wi-Fi instead, skip this step and configure Wi-Fi in the on-screen setup wizard.
- Plug the AC adapter into the phone and into a wall outlet. The phone will power on automatically.
- Follow the on-screen setup wizard to select your language, set the date and time, and connect to the internet.
- When prompted, enter your CaptionCall account number (from your welcome email) to activate the service.
The CaptionCall phone must have an active internet connection at all times to deliver captions. Without internet, you can still make and receive calls but captions will not be available.
Setting up the mobile app
- Download the CaptionCall app from the App Store (iOS) or Google Play (Android).
- Open the app and tap Sign In. Use the email address and password associated with your CaptionCall account.
- When prompted, grant the app permission to access your microphone and contacts.
- Follow the in-app steps to verify your phone number. A verification code will be sent by SMS.
- Once verified, the app is ready to use. Make a test call to confirm captions are working correctly.
Making and receiving calls
Placing a call (Model 67T)
- Lift the handset or tap Speaker on the touchscreen.
- Dial the number using the keypad on the touchscreen or the physical dial pad.
- Captions will begin appearing on screen once the other party answers and begins speaking. There is typically a 1–3 second caption delay.
Receiving a call
When a call comes in, the phone rings and the screen displays the caller ID. Lift the handset or tap Answer on the screen to connect. Captions begin automatically as soon as the caller speaks.
Using speed dial and contacts
Up to 95 contacts can be stored directly on the phone. From the home screen, tap Contacts to add, edit, or call a saved contact. To create a speed dial entry, press and hold any numeric key (2–9) for two seconds and follow the prompts.
If you need to review what was said earlier in a call, scroll up on the caption screen using your finger. The display stores the full caption history for the current call session.
Reading and using captions
Captions are displayed in real time as the other caller speaks. The most recent text appears at the bottom of the screen and scrolls upward. You can adjust how captions are displayed to suit your preferences.
Adjusting caption appearance
- Font size: Go to Settings > Display > Caption Font Size and choose small, medium, large, or extra-large.
- Text color & contrast: Choose from white-on-black, black-on-white, or yellow-on-black in Settings > Display > Caption Theme.
- Caption speed: If captions feel too fast or slow, adjust the display speed under Settings > Captions > Display Rate.
Caption accuracy
CaptionCall uses a combination of automated speech recognition and human captioning agents to produce highly accurate captions. Accuracy may vary in calls with significant background noise, heavy accents, or poor call audio quality. You can report persistent accuracy concerns to Sorenson support.
Managing settings
Audio settings
- Handset volume: Adjust using the volume buttons on the side of the phone or in Settings > Audio > Handset Volume.
- Ringer volume & tone: Customizable in Settings > Audio > Ringer. Visual ring alerts (flashing screen) can be enabled here as well.
- Tone control: For users who hear specific frequencies better, bass and treble adjustments are available under Settings > Audio > Tone Control.
Account & caption settings
- Log in to captioncall.com to manage your account, update your profile, or adjust captioning preferences.
- To change the phone number associated with your account, contact Sorenson support — this cannot be done from the device directly.
Voicemail
CaptionCall does not replace your existing voicemail service. Voicemail is managed through your telephone carrier. If you have captioned voicemail enabled, playback captions may be available depending on your carrier plan.
Caring for your device
Cleaning the phone
- Use a soft, dry cloth to wipe the screen and body. Avoid abrasive materials.
- To clean the touchscreen, lightly dampen a microfiber cloth with water or a screen-safe cleaner. Never spray liquid directly onto the phone.
- Clean the handset earpiece and mouthpiece with a dry cotton swab to remove debris.
- Do not use bleach, ammonia-based cleaners, or alcohol-based wipes, as these can damage the screen coating.
Safe placement and storage
- Keep the phone away from direct sunlight, heat sources, and excessive humidity.
- Do not place liquids on top of or near the device.
- Ensure cables are not pinched under furniture or routed in a way that strains the connectors.
- The CaptionCall phone is designed for indoor use only and is not weatherproof.
Software updates
The phone automatically checks for and installs software updates when connected to the internet. Updates typically occur overnight and do not interrupt normal use. Do not unplug the phone during an active update (indicated by a progress screen).
Do not open the phone casing, attempt self-repair, or connect the device to any power source other than the included AC adapter. Doing so may void your service agreement.
Troubleshooting
Select an issue below to expand the resolution steps.
Getting additional support
If you are unable to resolve your issue using the steps in this article, Sorenson offers several support options:
| Phone (voice & TTY) | 1-877-243-5678 · Available 24/7 |
| Video relay support | Available through the CaptionCall website for ASL users |
| Online chat | captioncall.com · Mon–Fri, 7 AM–10 PM MT |
| support@captioncall.com | |
| Device return or replacement | Contact support to initiate a return; shipping label provided |
CaptionCall phones are provided on loan and remain the property of Sorenson. If you no longer require the service, please contact support to arrange a device return.
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