WebCapTel Frequently Asked Questions
- In short, what is Sprint WebCapTel?
- Is there anything I need to download or install on my computer?
- Can WebCapTel run on a Mac?
- What browsers are supported by WebCapTel?
- Why do I need to enter my address when registering?
- How can I make a call?
- How can I receive a call?
- Where can I use the service?
- Is there a charge to use the service?
- Is there Caller ID on WebCapTel?
- How do I sign up for this service?
- Who do I contact for customer service?
- I accidentally closed my browser window. Can I re-login and start captions right where I left off?
- I forgot my username and/or password. What can I do?
- Can I make calls through an extension number, such as an office number or hotel number?
- Can I dial 911 / Emergency Services with WebCapTel?
- How are 911 Calls Different than Regular WebCapTel Calls?
- Can I make Spanish captioned calls?
- I have a state CapTel phone. Can I still use Sprint WebCapTel?
- How can I reach a WebCapTel user?
- Can I save my conversation?
- I haven't received my activation email yet!
- Can I call 411, Information, Directory Services, etc?
- How can 2 hearing impaired people talk to each other on WebCapTel?
- How do I delete a contact?
Sprint WebCapTel allows a person who has difficulty hearing over the phone to read word-for-word captions of their call on a web browser, while at the same time hearing the other person using any telephone.
If you have challenges hearing on the phone, you can make or receive calls using your own cell phone, desk phone, cordless phone, or even an amplified phone. You can read captions of that call right here on Sprint WebCapTel. Specially trained agents use an enhanced voice recognition technology to caption your calls. All calls are kept secure and confidential. Captions are provided 24 hours a day, 7 days a week in English, and from 7am to 11pm Central Time, 7 days a week in Spanish.
No. There is nothing to download or install! Everything is done while online through your web browser.
Yes. WebCapTel runs equally well on PCs and Macs
Compatible with most popular browsers
To use WebCapTel on your computer, make sure you have the latest version of the following web browsers:
- Internet Explorer version 7 and above
In case of an emergency…
Your address may be required if you place a 911/Emergency call using WebCapTel. Because WebCapTel is portable, any time you call 911 with WebCapTel you will be asked to provide the location of your emergency (if you are unable to communicate your address to the 911 call-taker, it may be better to dial 911 directly).
If you use WebCapTel for an emergency call and you are unable to communicate your location, the 911/Emergency Services will use the address you entered at WebCapTel registration to locate you and send help. If the address you supply is incorrect, 911 may not be able to find you and/or send help in an emergency. Please make sure your location is accurate when making a WebCapTel call.
After logging into Sprint WebCapTel, you will provide the phone number of a phone you have with you. This phone will be the phone you can hear and speak into. This phone must be able to receive calls. Once you have entered your phone number, you will be able to make calls. Input the "Number to Dial" for the person you are calling, then press "Place Call". Sprint WebCapTel will dial your phone number first. Answer your phone when it rings, then Sprint WebCapTel will then connect you to the person you want to call.
After logging into Sprint WebCapTel, you will provide the phone number of a phone you have with you. This phone will be a phone that you can hear and speak into. This phone must be able to receive calls. Once you have entered your phone number, on the top of the screen, you should see your telephone number displayed. This means you're ready to receive calls!
You must have your callers dial 800-933-7219 to reach you. They will hear instructions to input your telephone number that you see on the screen. After the caller enters your 10 digit phone number, then presses pound (#), your phone will ring. When your phone rings, answer it and then speak normally to the person who is calling you. You will be able to view captions of the call in your browser window.
US and US Territories only.
You can use the service anywhere in the United States and within US Territories. Calls to or from international locations, such as Canada or Mexico, are not permitted through this service at this time. You may, however, use a CapTel phone to make or receive CapTel calls internationally. If you have hearing loss and need captions to make international calls, you may purchase or get a CapTel phone from here: http://www.weitbrecht.com/captel.html
No. The service is free. You will not be charged to use the captioning service. The WebCapTel service is funded by the Interstate TRS Fund, overseen by the U.S. Federal Communications Commission (FCC).
No. WebCapTel currently does not feature Caller ID. When being connected to WebCapTel, a 608 area code phone number will appear. Sprint is looking into the capability of passing Caller ID in the future.
Go to the WebCapTel registration page. After entering all the required information, you can select your username and password. There are security measures in place to prevent unauthorized users from signing up. You will be emailed a link to click to verify that your email is valid, and then you will be able to make and receive calls on WebCapTel.
CapTel customer service will handle all WebCapTel issues. They are currently available at:
- 1-855-871-8429 English
Customer service representatives will be available:
- 8am to 5pm CT, Monday through Friday
- Closed Saturday, Sunday and Holidays
Calls or emails after hours will be responded to as soon as possible on the next business day.
No. For security and privacy reasons, if you close your browser window while on WebCapTel, you will be automatically logged off. You will also have your phone call closed. This is to prevent anyone from attempting to listen in to your call.
If you have forgotten your username, you can click on the "Forgot Password" link and enter your email address to be emailed your username and password to the email address you used to register your account.
No. Sprint is working on adding the feature of being able to call extension numbers.
Yes. You can dial 911 Emergency Services using WebCapTel, however there are some things you need to know.
The fastest method of reaching help in an emergency is by dialing 911 directly from your phone. If you are able to communicate your location to the 911 operators, you will save valuable time by just dialing 911 directly on your telephone without the aid of captions.
If you use WebCapTel to call 911, it is crucial that your correct address is listed in your WebCapTel user profile. If you cannot communicate your location, the 911 operator may use the address listed in your WebCapTel account to send help. If the address for your WebCapTel account is incorrect, 911 may not be able to send help.
When you call 911 with WebCapTel, you must be able to tell the 911 operator your location. If you cannot communicate your location, DO NOT USE WEBCAPTEL FOR EMERGENCY CALLS. Instead, hang up and dial 911 directly from your telephone.
Because of the emergency nature of 911 calls, they are handled differently than "normal" WebCapTel phone calls. If you enter 911 in the "Place a Call" screen, the captions window in your web browser will automatically turn red and alert you that this is an emergency call. CapTel will dial your telephone number, and connect the call to an emergency service facilitator to identify the correct Public Safety Answering Point (PSAP) closest to your location. You will be asked to state the location of the emergency.
If you are unable to communicate the location of your emergency you should hang up and dial 911 directly.
If you do not communicate your location, emergency services will use the address listed in your WebCapTel account so it is extremely important that your address is listed correctly. You will see status information during the call, so that you are aware of what is happening. You will also get captions of everything the emergency services and 911 dispatcher says to you during the call. You must be able to verify your location with the 911 operator in order for help to arrive. If you cannot communicate your location, hang up and dial 911 directly on your telephone - without the aid of captions.
As with any crisis, please use your own best judgment. Do NOT stay near the phone/computer if your safety is at risk.
Yes. Spanish WebCapTel is available 7am to 11pm CT, 7 days a week. Spanish CapTel callers will need to click the "Spanish" Button on the call screen for Spanish.
A WebCapTel user who prefers to receive captions in Spanish can be reached by having the calling party dial 866-219-6803. The person speaking to the WebCapTel user on the Spanish to Spanish number must speak only in Spanish. English words will not be captioned.
Yes. Sprint WebCapTel is available to anyone who needs it. You can use Sprint WebCapTel even if your state provides CapTel service. Sprint WebCapTel is meant to be used anywhere within the U.S.
You can reach your WebCapTel caller by dialing 800-933-7219 (for Espanol/Spanish, dial 866-219-6803). After dialing 800-933-7219, you will be prompted to enter the 10 digit phone number of your WebCapTel caller, then press pound (#). When their phone is answered, speak normally, they will be able to read your captions through their web browser.
Sprint WebCapTel will not be able to call the user unless they are logged in. Make sure your user is logged in or you will hear a message that the WebCapTel user is not available.
Yes. To save a copy of your conversation, highlight the text of your conversation, copy the text to your computer's clipboard, and then paste into the word processor program of your choice.
You can do a couple of things:
- Activation emails are normally sent fairly quickly after registration. However, in peak usage times, that email may become delayed. Please wait for up to one hour for that registration email to appear in your inbox.
- Check to be sure you input the correct email address for your registration
- Check your spam filters on your email address to ensure your email provider did not flag your registration email as spam.
- If all of the above fail to have the registration email appear, please contact CapTel customer service at 888-269-7477 or email@example.com. Live customer service will be available 24/7 and closed holidays. Share with the representative what time, date, username and email address you used to register.
No. WebCapTel is designed to only accept 10 digit numbers at this time. Sprint is working on adding the feature of being able to call non-10 digit numbers.
Two hearing impaired users can talk to each other by:
- Both must register and log in to WebCapTel
- One must "wait for calls" by entering their personal telephone number and clicking "Wait for Calls" on the Call tab.
- The other user will make a call by entering their personal telephone number and 800-933-7219 as the number to dial. After entering both numbers, they would click "Place Call"
- The person making the call will answer their personal telephone first, and then see captions as the program dials 800-933-7219. They would see instructions on how to reach the person waiting for a call.
- The person making the call would enter in the person waiting for a call's phone number, and then press pound (#).
- The person waiting would have their phone ring, and the captions screen would appear. Both users are now captioned and in a call.
To change your contacts, click on the CONTACTS TAB and select the EDIT button on the contact person you want to delete. On the next page, you'll be given the option to delete the contact.