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Lucky Mobile IP Relay  

 

Lucky Mobile IP Relay is the next generation of relay service in Canada. It uses the familiarity of online chat applications to make communication easier for deaf, hard of hearing or speech-impaired (DHHSI) individuals.

Lucky Mobile IP Relay uses a computer and Internet chat portal in place of the teletypewriter. You can use Lucky Mobile IP Relay from anywhere in the world as long as you have access to a web-enabled computer.

Lucky Mobile IP Relay users connect to specially trained operators through chat sessions in the Lucky Mobile IP Relay portal. The operators place phone calls on their behalf and facilitate conversations. Operators are available 24 hours a day, 7 days a week. Calls are entirely confidential and operators follow a strict code of ethics. No record of conversation content is retained.

Getting Started

Eligibility and registration

Lucky Mobile IP Relay is a free service available to all Lucky Mobile subscribers.

To register for Lucky Mobile IP Relay, you will need:

  • A valid Lucky Mobile phone number

Fill out the registration form while paying special attention to the Service Limitations and emergency address information. Your registration confirmation will be sent to the email address saved in your My Account profile. Please save a copy of this email as it contains your Lucky Mobile IP Relay access number and other important information.

Register for Lucky Mobile IP Relay

Tip: "call me" cards provide simple instructions on how to reach you through the Lucky Mobile IP Relay service. Download and print your own cards to hand out to friends, family and those you do business with.

Download Lucky Mobile IP Relay cards (PDF, 54KB)

Charges and billing

There is no charge for using Lucky Mobile IP Relay to place calls within Canada. Operator-assisted directory assistance (4-1-1) is also available free of charge.

Long distance charges apply for calls to the U.S. and overseas. These calls are billed to your Lucky Mobile phone service based on your long distance calling plan and applicable discounts.

When you place a call through Lucky Mobile IP Relay, the first part of the call travels over the Internet. Therefore, if charges apply, they will be charged based on your Lucky Mobile phone number no matter where you are physically located.

Collect, person-to-person, third-number billing and Calling Card™ calls are not supported. Calls to 1-900 numbers are not supported.

Prepaid cards are supported. Please provide instructions to the operator before placing a call using a prepaid card.

Lucky Mobile IP Relay operators do not have access to your Lucky Mobile billing information, but can help you contact the appropriate department

System and technical requirements

To use Lucky Mobile IP Relay, the requirements are:

PC requirements:

  • A computer with a Windows or Mac operating system
    • Windows XP, Vista, 7 or greater
    • Mac OS X
  • A broadband Internet connection with a download speed of at least 1 Mbps
  • A web browser
    • Internet Explorer, Mozilla Firefox, Safari, Google Chrome, Opera
    • Other browsers may also be compatible

Wireless smartphone requirements:

  • Smartphone with QWERTY keyboard
  • Web browser supporting AJAX and Javascript

Please refer to your smartphone user guide for more information

Lucky Mobile IP Relay allows you to make data calls from any computer or mobile device that meets these requirements – even in an Internet café, using a public Wi-Fi hotspot or with a 3G wireless enabled laptop. You do not need any special equipment or software.

Accessing Lucky Mobile IP Relay

Data callers (data to voice):
Access Lucky Mobile IP Relay Registration
Access Lucky Mobile IP Relay

Voice callers
Ontario: 1 888 RELAY-21 (735-2921)
Québec: 1 888 735-2921

Call this number to connect with a Lucky Mobile IP Relay operator, who will relay your call to a registered Lucky Mobile IP Relay user.

Account Management

Your Lucky Mobile IP Relay service is tied to your Lucky Mobile phone service, and remains active as long as you have a valid Lucky Mobile phone number. If you cancel your Lucky Mobile phone, your Lucky Mobile IP Relay service will also be cancelled.

If you move or change your phone number, the originating phone number used for Lucky Mobile IP Relay calls will automatically update when your new phone number becomes active. If you are keeping the same phone number, nothing will change.

The 9-digit number you received by email is your unique Lucky Mobile IP Relay access number. To receive calls through Lucky Mobile IP Relay, you will need to provide this number to your friends and family.

To change your Lucky Mobile IP Relay preferences :

  1. Go to Lucky Mobile IP Relay
  2. Log in using your Lucky Mobile IP Relay username and password.
  3. Update your emergency address on the “Emergency Address Confirmation” page.
  4. Once on the IP Relay application, go to the Preferences page.
  5. Modify your preferences.
  6. Click Save changes.

Information for Data Users

Placing a Lucky Mobile IP Relay data-to-voice call

  1. Go to Lucky Mobile IP Relay
  2. Log in using your Lucky Mobile IP Relay username and password.
  3. Type in the area code and number you would like to call.
  4. Type in any special instructions for the operator.
    • Although this is not mandatory, providing relevant information will help the operator assist you as efficiently as possible.
  5. Click the Call button.
  6. You will be greeted by the operator as soon as a connection is made.
  7. The operator will dial the number. There may be a pause, or the operator may ask you to hold, as the call is placed.
  8. The operator will let you know when someone answers the call (i.e. "John is on the line, GA").

When you make a call, your 10-digit Lucky Mobile phone number will be displayed on the other person’s caller ID screen

View a list of common relay abbreviations**

Answering an incoming voice-to-data call

You must be logged in to the Lucky Mobile IP Relay portal to receive calls. A visual notification will appear on your screen indicating that an operator is trying to reach you.

If you are not logged in, or if you choose to ignore an incoming call, the voice caller will be able to leave a text message. Messages will be displayed on your Make a call page.

You can be logged in for 12 hours at a time without interruption. After 12 hours, you will have to log in again. If you are in the middle of a call, you will not be interrupted, but you will have to log in again once the call ends.

Placing emergency (9-1-1) calls

Important: Emergency calls made using Lucky Mobile IP Relay have limitations. It is strongly recommended that you use other traditional methods of placing an emergency call, if available, instead of using Lucky Mobile IP Relay.

Should Lucky Mobile IP Relay be your only means of signalling an emergency, follow these steps:

  1. Go to Lucky Mobile IP Relay
  2. Log in using your Lucky Mobile IP Relay username and password.
  3. Click the Emergency button. You will be connected to a Lucky IP Relay operator.
  4. The operator will ask you to provide information about your location
    • If you become unresponsive or cannot type, your registered emergency address will be used as a last resort. Please keep it updated at all times.
  5. The operator will then relay the call to the appropriate emergency response center.

Other important information:

  • Only use the Emergency button in case of a real emergency.
  • A 9-1-1 or emergency call can be made using Lucky Mobile IP Relay only if the call is initiated within Canada.
  • Lucky Mobile IP Relay offers Basic 9-1-1 service. This means the operator will always ask for your location before routing your call to an emergency response centre.
  • The emergency address on file will only be used as a last resort.

Placing Voice Carry Over or Hearing Carry Over calls

  • Voice Carry Over (VCO) lets you speak for yourself, while a Lucky Mobile IP Relay operator types what the other person says to you.
  • Hearing Carry Over (HCO) allows you to hear what the other person is saying, while a Lucky Mobile IP Relay operator speaks for you by reading what you type.

You will need the 3-way Calling feature on your Lucky Mobile phone to use VCO or HCO.

To make a VCO or HCO call using Lucky Mobile IP Relay:

  1. Go to Lucky Mobile IP Relay
  2. Log in using your Lucky Mobile IP Relay username and password.
  3. Type in the area code and number you would like to call.
  4. Using the Instructions for operator field, inform the operator that you would like to make a VCO or HCO call. Include a phone number where the operator can reach you.
  5. Click the Call button.
  6. You will be greeted by the operator as soon as a connection is made.
  7. The operator will call you on the phone number you provided (or ask you to provide one if you have not done so yet).
  8. The operator will ask you to activate three-way calling and dial the number you would like to reach. Normal long distance rates and any other charges related to three-way calling will apply.
  9. The operator will let you know when someone answers the call (i.e. "John is on the line, GA"). Please allow for a brief pause as the operator may need to explain Lucky Mobile IP Relay, VCO or HCO to the other person.
  10. The operator will let you know when the other person is ready by typing "GA".

Receiving Voice Carry Over or Hearing Carry Over calls

To receive a VCO or HCO call, the voice user initiating the call must have three-way calling.

  1. Answer the Lucky Mobile IP Relay communication request. The operator will inform you that you are receiving a VCO or HCO call.
  2. The operator will ask for a phone number where you can be reached.
    • If you are not able to receive a phone call, the conversation can continue without VCO or HCO.
  3. The operator will provide your phone number to the other person, who will then call you using three-way calling.
  4. The operator will let you know when the caller is ready by typing "GA".

General tips for Lucky Mobile IP Relay users

  • When calling a large corporation or placing a food order, provide details in the Instructions for operator field in the pre-call web form. For example, provide the extension of the person you are calling.
  • If the person you are calling is already familiar with Lucky Mobile IP Relay, inform the operator at the beginning of the call or type it in the pre-call web form.
  • You can leave messages on answering machines and voicemail systems with Lucky Mobile IP Relay. For your call to be returned, mention that you have called using Lucky Mobile IP Relay and leave the Lucky Mobile IP Relay phone number (1 888 735-2921) along with your 9-digit access number.
  • Keep your online Lucky Mobile IP Relay address book updated so you can easily find contact information.
  • Save a copy of your Lucky Mobile IP Relay registration confirmation email. It contains important information like your access number.
  • To make a call in a language other than your default language, please tell the operator at the beginning of the call or type it in the pre-call web form. This will ensure you are able to complete your call, in the language of your choice, as quickly as possible.
  • Keep your emergency address updated at all times.

Information for Voice Users

Placing a Lucky Mobile IP Relay call for voice users

  1. Dial 1 888 RELAY-21 (735-2921). The Lucky Mobile IP Relay operator will answer, "Good morning/afternoon/evening. My name is . How can I assist you?"
  2. Provide the operator with the 9-digit access number of the person you would like to call.
    • It is not mandatory to provide your name or the name of the person you are calling, but this will help the operator reach the other person.
    • Please let the operator know whether you are familiar with Lucky Mobile IP Relay. If not, the operator will gladly explain how the service works.
  3. The operator will attempt to reach the person you are calling and keep you informed. You will not be able to hear the line ring as this part of the call is being placed over the Internet.
  4. The operator will let you know as soon as someone is online with them (i.e. “I have John online with me”) and will read what is typed followed by “go ahead”. “Go ahead” is your cue to begin speaking. Speak slowly and always finish by saying “go ahead” so the other person knows it’s their turn to respond.

General tips for voice users

  • Speak directly to the Lucky Mobile IP Relay user, not the Lucky Mobile IP Relay operator.
  • Talk a bit more slowly than usual as the operator is typing word for word what you are saying.
  • Spell names.
  • Always say “go ahead” when you are finished.
  • Always wait for the Lucky Mobile IP Relay operator to say "go ahead" before speaking.
  • Let the operator know at the beginning of the call if you are familiar with the service.
  • Make sure to have the 9-digit access number of the person you are calling. It is the only way the operator can find them. First and last name is not sufficient.

***Common TTY abbreviations

ANS – answer
BRS - Lucky Relay service
CA - communication assistant (relay operator)
CC - close-captioned
GA - go ahead
GA OR SK - go ahead if you have more to say but I'm finished
HCO -Hearing Carry Over (relay service)
HD – hold
HOH or HH - hard of hearing
INFO – information
IP RELAY - Internet Protocol Relay service
KIT - keep in touch
OC - open captioned
OPR – operator
SK - stop keying (end of call)
SKSK - hanging up
TERP – interpreter
VCO - Voice Carry Over (relay service)
VRS - Video Relay service
XXX – mistake

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