Information for CapTel users

Quick tips for users

Calling Emergency 111:

If you call outside of open hours (7.00am – 10.00pm) the call will work but you will not receive captions. CapTel Phone
  • Make sure that the red caption light is on. If not, press the CAPTION button.
  • Pick up the handset and dial 1-1-1.
  • You will be able to hear the emergency operator and read what they say on the display screen.
Web CapTel
  • Make sure you have the correct number in the ‘Waiting for calls’ field.
  • Enter 111 in the ‘Dial to’ field and click ‘Place call’.
  • Your phone will ring first. Once you answer the operator will initiate a 3-way call.

Tell your callers you are reading captions:

There is a slight delay between the other person speaking and the captions appearing.

You may want to simply say, “One moment, I’m reading the captions,” to let them know what’s happening and keep the conversation flowing.

You do not have to wait for the captions:

Just like with any telephone conversation, you and the other person are free to interrupt each other at any time.

You do not need to wait for the captions if you have already understood what was said.

Set up guide

Please read the full user guide [PDF - 1.2MB] to set up your CapTel Phone. This is the same guide that came with your Phone. To set up Web CapTel you simply need to register online. Once you’ve registered, return to the homepage, log in, and you’re ready to make and receive calls. If you have any problems please contact us for help

User Guide

Frequently asked questions:

How do I dial an outside line?

CapTel Phone
  • This works just the same as a normal phone. Simply pick up the handset and dial the number needed to get an outside line. Then dial the phone number you wish to call. If you are using Speed Dial keys or using the CUST SERV speed dial button, press the number for an outside line first, and then press the Speed Dial button.
Web CapTel
  • You cannot use Web CapTel within a multi-line system/PABX (Private Automated Branch Exchange) e.g. a DDI within a large organisation. You must have a dedicated phone line connected directly to a network, such as a home phone or mobile.

Can I call abroad?

You can use the CapTel Phone as normal for international calls. Web CapTel are not able to dial international numbers.

Can I use the services while travelling?

You can travel with your CapTel Phone in New Zealand; however you will need to connect the Phone to a separate phone line and internet connection. This may be challenging in locations such as hotels that use multi-line/PABX phone systems. You may want to consider using WebCapTel with a mobile phone instead.

Can I make conference calls?

Due to the number of people speaking on a conference call, we don’t recommend you use the CapTel services for conference calls as the operator may not be able to accurately capture all the conversation.

How do I read answerphone messages?

CapTel Phone All messages left on the CapTel Phone will include the captions. You can play them back as many times as you want.
  • The CapTel display lets you know when there are new messages.
  • Press the UP button.
  • Lift the CapTel handset and listen to your messages.
  • To see captions of the message, press the CAPTIONS button.
  • Press the DOWN button to move to the next message or press the UP button to review previous message.
  • When you are finished playing your message, hang up the handset.
Web CapTel
  • If you have answerphone services on your phone line, you can access messages through there in the normal way. You cannot access answerphone messages with captions via Web CapTel.

Can I use the internet while I’m making a call?

Yes you can use the internet whilst you are making calls, just be aware that downloading large files or streaming video may slow down the captioning speed.

Can I use the phone without the internet?

Yes, it will act like a traditional telephone. However, if the internet is not connected you will not receive captions and the display screen will show an error message.

Does it work with a telecoil?

CapTel Phone
  • Yes, the telecoil (if programed) is in the hearing aid/CI device. Switch it to the on setting to allow for all audio from the phone to go directly into the hearing aid/CI.
Web CapTel
  • Web CapTel uses your existing phone and all your phone’s features will work as normal.
The jacks for headsets (typically utilizing the telecoil in the hearing aid) are located on the side of the phone.

How do I change my settings?

CapTel Phone Caption font size and colour You can adjust both the size and the colour of the captions of your calls (changes will not be applied to the menu options). You need to change these settings before or after a call; you cannot make these changes during a conversation. Font size You can adjust the font size of the conversation captions to be larger or smaller.
  • With the handset hung up, press the YES button to see ‘Options’.
  • Press the DOWN button repeatedly until ‘Display Settings’ is highlighted. Press the YES button to select.
  • Press the DOWN button until ‘Set Conversation Font Size’ is highlighted. Press the YES button to select.
  • The display screen shows what the current font size setting is.
  • Press UP or DOWN buttons to select the font size you want.
  • Once you're finished press the YES button to accept or press the NO button to exit.
  • Press the NO button repeatedly to exit out of the menu system.
Caption/background colour
  • With the handset hung up, press the YES button to see Options.
  • Press the DOWN button until ‘Display Settings’ is highlighted. Press the YES button to select.
  • Make sure that ‘Set Conversation Colours’ is highlighted. Press the YES button to select.
  • The display screen shows what the current text colour and background colour are set to, with an arrow pointing toward the ‘Text Colour’ setting. Press the YES button to select.
  • A colour palette appears on the bottom of the display. Use the UP and DOWN buttons to move through the various font colour choices. When you find a font colour you prefer, press the YES button to accept.
  • The display moves down to indicate Background Colour. Press the UP and DOWN buttons to move through the various background colour choices. When you find a background colour you prefer, press the YES button to accept.
  • Press the NO button repeatedly to exit out of the menu system.
Web CapTel
  • You can change the display settings in your internet browser as you would normally.

How do I update the software?

CapTel Phone We recommend you check every now and then to see if any new software updates are available to take advantage of the latest features and technology as long as you own your phone.
  • With the handset hung up, press the YES button to see ‘Options’.
  • Press the DOWN arrow burton repeatedly until ‘Settings’ is highlighted. Press the YES button to select.
  • Press the DOWN arrow button repeatedly until ‘Update Phone’ is highlighted. Press the YES button to select.
  • Press the YES button to begin updating your phone, or press the NO button to exit.
  • If a new software version is available, your CapTel Phone automatically updates to the most current version, then resets itself so you are ready to make calls.
Web CapTel
  • You do not need to update Web Captel software.

Troubleshooting

Using CapTel

CapTel Phone CapTel Phone and Web CapTel

My phone is making a beeping noise

If you are hearing a fast busy signal you may have left the phone off the hook. Simply replace the headset and you’re good to go.

I can’t see the Caller ID

You need Caller ID service from your telephone service provider in order to see Caller ID information on the CapTel Phone screen. If you do not subscribe to Caller ID service, you will not be able to view Caller ID detail.

There is no power, no lights, no dial tone

The power supply may have been disrupted.
  • Reset your CapTel telephone by unplugging the power adapter from the wall.
  • Wait one minute, then plug the adapter back in.
  • Verify that the power is not controlled by a light switch.

There’s a ‘No Network Connection’ message on my display screen

  • This means that your CapTel Phone is not receiving a signal from your internet connection; it is not accessing the Internet correctly or the Wi-Fi service has been interrupted.
  • Check that everything is plugged in correctly. You can also check the ACT and LNK lights on the back (top) edge of the CapTel Phone to see if there is activity over the Internet. Also check to make sure that your computer is able to access the internet.
  • If the internet is working and you are still seeing the message, contact us on 0800 227 835 or by emailing helpdesk@captel.co.nz.

My internet service/electricity has gone down

CapTel Phone The CapTel Phone needs an electrical power, phone line and internet connection. All three must be plugged in and in working order in order for the CapTel Phone to provide captioning support.
  • If you still have electrical power and the phone line is still connected you can use the CapTel Phone as a regular phone. However, you will not receive captions on your calls and the amplification will not be as loud.
  • If you do not have electrical power the phone will not work. You will see an error message on the display screen throughout your calls until service is restored.
Web CapTel
  • The Web CapTel service does not work without an internet connection.

The volume is not loud enough

CapTel Phone
  • Press the VOLUME UP button
  • Press the TONE button to make sure it is set to the best level for you.
Web CapTel
  • Adjust the volume on your phone as per the manufacturer’s instructions.

I hear my own voice echoing

  • Try holding the mouthpiece slightly away from your face.
  • Make sure that the earpiece is held closely to your ear.

I can’t see any captions

Calls must be made within open hours (7.00am to 10.00pm every day) to access the captioning service. CapTel Phone The CapTel Phone needs an electrical power, phone line and internet connection. All three must be plugged in and in working order in order for the CapTel Phone to provide captioning support.
  • Check power connections and phone or internet cables.
  • Check the CAPTION button to see if the red light is still on.
  • If it is still not working please contact us on 0800 227 835 or by emailing helpdesk@captel.co.nz.
Web CapTel
  • Check power connections and phone or internet cables.
  • If it is still not working please contact us on 0800 227 835 or by emailing helpdesk@captel.co.nz.

The captions are delayed

  • Delays may be due to the operator needing to manually insert something (like a proper name) that cannot be transcribed accurately by the speech recognition technology.
  • Downloading large files or streaming video whilst making a call may slow down the captioning speed.

There are mistakes in the captions

  • The operator uses voice recognition technology to transcribe the call so word errors sometimes happen with words that sound alike such as “writing” and “riding.”
  • It may be difficult for the operator to hear due to background noise or mumbling. If you can’t understand the captions, ask the caller to clarify or repeat.

A word has appeared in a different colour

When words have been corrected by the captioning assistant, they will show up in a different colour. They may be correcting a spelling mistake or replacing an incorrectly transcribed word.

Setting Up CapTel

Web CapTel To set up Web CapTel you simply need to register online. Once you’ve registered, return the homepage, log in, and follow the instructions. If you have any problems please contact us for help. CapTel Phone

My internet connection is in a different room to my CapTel Phone

There are a few options that may work for you:
  • Use the Wi-Fi setup on the CapTel Phone. Simply plug in your phone line and power source, when the menu asks to use Wi-Fi, select YES and follow the steps on the screen for set up.
  • Use an extra-long Ethernet cable.

I don't have an Ethernet port free to plug the CapTel Phone into my internet connection

There are a few options that may work for you:
  • Use the Wi-Fi setup on the CapTel Phone. Simply plug in your phone line and power source, when the menu asks to use Wi-Fi, select YES and follow the steps on the screen for set up.
  • If all the available Ethernet ports in your DSL or digital cable modem are already being used (by a computer, for example), then you will need to use a router (sold separately). A router allows you to connect more than one device to your internet service (e.g. connecting both your computer and your CapTel Phone to the Internet at the same time). A router plugs directly into the Internet service DSL or digital cable modem. Then you plug the CapTel Phone into the Router, along with any other devices that require internet access.

My landline has a split jack point on it (for fax and phone) Will this work?

It is recommended keeping the lines separate as the fax will not recognise that a call is for the CapTel Phone and will answer the line, meaning the call will not connect to voicemail. You can subscribe to a differentiated ringing service from your telephone service provider that assigns one number and ringing cadence for your phone and another number with a different ringing cadence for your fax. The fax must be capable of receiving differentiated ringing so that it does not answer when the number for the CapTel phone rings.