Captioned Telephones: The Definitive Guide to IP CTS (2026)

Reclaiming the ability to connect with loved ones, healthcare providers, and colleagues is a fundamental right. At HearingTracker, we believe in "functional equivalence"—the principle that individuals with hearing loss deserve a telephone experience that is just as effective and seamless as that of a hearing person.

For many, hearing aids or cochlear implants alone aren't enough to overcome the compressed, low-fidelity audio of a standard phone line. This guide explores captioned phones, including the Internet Protocol Captioned Telephone Service (IP CTS), a federally mandated solution that allows people to bridge the communication gap using real-time text.

What is a Captioned Telephone?

A captioned telephone is a specialized communication device that displays real-time text of everything the other party says during a phone call. Unlike standard amplified phones, which only increase audio volume, these devices provide a visual transcript to ensure you never miss a word.

The technology works by transmitting the caller's voice to a secure service center. There, the audio is processed via Automated Speech Recognition (ASR) or by a live Captioning Agent (CA) who transcribes the speech into text. This text is then sent back to your phone's high-resolution screen in near real time. These devices are purpose-built for those with hearing loss, often featuring high-clarity speakers, frequency adjustments to match your audiogram, and loud visual ringers.

While we'll get into more details below, in general, there are two common ways most people receive captioned phone calls:

Captioned telephone handset: These look and function more like a traditional phone, except they have a screen that displays real-time captions and include a handset, volume knob/button, and other controls. Although they look like landline devices, they don't necessarily require a landline; there are several options for connecting the phones via the internet or your own mobile phone.

Captioning app: A downloadable app for iOS or Android smartphones and/or tablets. Once downloaded and set up, you'll have access to real-time captions from the caller (e.g., see the photo at the top of this page).

Many people opt for both through the same provider. The phones and the apps are designed to work in a complementary manner with hearing aids and cochlear implants.

We'll also note that some IP CTS services offer captions on a computer screen through a browser or desktop interface.

How to Get a Captioned Phone: The "Two-Part" Eligibility Standard

The FCC describes IP CTS as a service for people with hearing loss who can use their own voice and have some residual hearing, and providers use similar language in their enrollment materials.

Because IP CTS is a federally supported accessibility service, providers must confirm that it is being used by people who truly need it. In general, eligibility is based not simply on having hearing loss, but on having hearing loss that makes captions necessary to use the phone effectively. People who want a captioned phone generally have a:

1. Hearing loss that affects phone communication: The person has hearing loss that makes it difficult to understand phone calls by hearing alone;
2. Necessity for Captions: The person needs captions to use the phone effectively and in a functionally equivalent way.

The exact enrollment process varies by provider: some use self-certification and registration, while others still use a Certificate of Hearing Loss / Order Form workflow for at least some phone models.

Your audiologist or hearing aid specialist can serve as a great resource for answering questions and assisting you in obtaining a captioned telephone. Be sure to ask them for help!

For more details, see the article How to Get a Captioned Phone.

What's the Catch? How IP CTS is Funded (The TRS Fund)

A common question for those researching this technology is "What's the catch?" How can IP CTS phones be provided at no cost to the user?

The short answer is that IP CTS is part of the nation’s Telecommunications Relay Service (TRS) system, created under the Americans with Disabilities Act to make phone communication more accessible for people with disabilities. For eligible users, the captioning service is generally provided at no monthly captioning fee.

Providers are reimbursed through the TRS Fund, which is supported by required contributions from telecommunications companies (e.g., AT&T, Verizon, T-Mobile, etc.) and interconnected VoIP providers. The FCC sets compensation rates for IP CTS providers, and those rates are generally based on the number of captioned minutes they deliver. In other words, users are not typically billed for the captioning service itself, but the system is publicly supported through the broader relay-service funding structure, including small relay surcharges (usually a few cents) on everyone's phone bills. So the TRS isn't really free.

Similarly, “no cost” does not always mean no other costs at all. Depending on the provider and device you choose, you may still need your own internet service, smartphone, telephone service, or compatible mobile device. And because this is a regulated accessibility service, only people who are properly registered and certified/self-certified as eligible may use the IP CTS with captions enabled (but others can use it with captions off).

Choosing a Provider: Hardware & Service Options

When you select a caption phone, you are choosing more than just a piece of hardware; you are choosing a long-term service partner. While the primary goal of every provider is to provide “functional equivalence,” the user experience varies significantly based on the specific device and the transcription technology used.

The Hardware: Beyond the Screen

Phones like CaptionCall, ClearCaptions Blue, and CapTel 2400i all feature large, high-resolution touchscreens (typically 7 to 10 inches). Specialized features can include:

• Magnetic Interference Resistance: Almost all modern caption phones are TIA-1083 certified for hearing aid compatibility—meaning the phone meets standards that reduce interference (buzzing/static) between the handset and hearing aids or cochlear implants.
• Hearing Aid Connectivity: Most captioned phones feature built-in Bluetooth, which allows you to stream the caller’s voice directly into your Bluetooth-enabled hearing aids or cochlear implant processors. This “direct-to-ear” audio, paired with on-screen text, significantly reduces the cognitive load of listening.
• Audio Customization: Rather than just “making it louder,” some captioned phones allow you to adjust their audio frequencies so they match your audiogram and unique hearing loss. For example, if you have high-frequency hearing loss (the most common type), you can adjust the settings to boost higher-pitched sounds, making consonants like “s,” “f,” and “t” much clearer.
• Safety and Lifestyle Features: Numerous other features, like integrated safety alerts, are sometimes included in these phones to match your lifestyle and needs. For example, the ClearCaptions Blue phone offers a built-in FEMA Emergency Alert system to deliver visual and audible weather and safety warnings directly to the phone screen.

The Transcription Service: Speed, Accuracy, and Privacy

At HearingTracker, we emphasize that the real "engine" of these phones is the transcription service.

• Transcription Methods: Providers use a combination of Automated Speech Recognition (ASR) and live Captioning Agents (CAs). ASR often provides near-instantaneous speed, while live agents are trained to "re-voice" conversations to ensure accuracy even with difficult accents or poor line quality.
• Language Support: English captioning is commonly offered 24/7, and some major services also support Spanish or bilingual English-Spanish captioning (availability and hours can vary by provider). Some phones/apps even let you switch the captioning language during a call. A subset of app-based IP CTS services also advertise additional languages beyond English/Spanish using AI/ASR modes.
• Privacy and Confidentiality: Because IP CTS captions are generated by the provider (via ASR and/or a captioning agent), your call audio is routed through their system—but FCC rules require strict confidentiality and generally prohibit providers from retaining call content (audio/captions/transcripts) after the call ends, while also requiring protection of your registration/customer information.

Installation and Professional Support

Modern IP CTS providers want their phones and apps to feel like an easy bridge to communication—not another tech hurdle. There’s also a practical incentive: IP CTS providers are compensated through the Interstate TRS Fund on a per-minute basis, so successful onboarding and reliable day-to-day performance matter.

With the decline of traditional landline telephones, most caption phones now rely on an internet connection in some form. Some models use a traditional phone line for the audio portion of the call but still need internet for captions, while other systems are effectively VoIP-based and may not require a landline at all. For example, Hamilton CapTel notes that certain CapTel phone models require both telephone service and an internet connection.

In-Home Telephone Installation

Not all IP CTS providers offer in-home installation—but some do, and most offer guided setup and robust customer support.

For example, CaptionCall explicitly advertises sending a professional setup specialist to your home, with “red carpet” service and lifetime support, along with online and printed guides. Hamilton CapTel prominently emphasizes manuals, FAQs, and access to live customer support (including 24/7 phone/email support) to help users self-install and troubleshoot.

When a provider does offer in-home or live setup help, the focus is typically on practical basics that reduce frustration:

• Getting connectivity right: Helping you connect the phone to Wi-Fi or Ethernet, confirming captions are coming through smoothly, and suggesting simple fixes (router placement, wired connection if available, etc.).
• Optimizing comfort settings: Adjusting volume/amplification, ringer, caption font size, screen brightness, and other accessibility settings.
• Customizing sound: Some trainers can help you optimize the phone’s audio settings based on your specific hearing loss patterns or the brand of hearing aids you wear (your hearing provider may be able to assist with this, too).
• Hands-on training: Showing you how to place a captioned call and use key features like contacts/favorites and voicemail/call history workflows, as well as familiarize family members with the phone’s use.

The Mobile App: Accessibility on the Go

Accessibility shouldn’t be limited to one room. Many providers now offer useful mobile apps for smartphones and tablets (iOS and Android). If you’re interested in acquiring both a handset telephone and an app, it’s usually best (and sometimes required) to get them from the same company.

Phone Captioning via Computer

For some users—especially individuals with dual hearing and visual impairments—the best “captioned phone” might be a larger computer screen. Browser- and desktop-based IP CTS options are designed for people who want larger, easier-to-read captions, spend a lot of time at a desk, or prefer managing calls alongside email, calendars, and contacts.

For example, Hamilton Web CapTel offers captioned calling through an internet browser on a laptop or desktop, while other implementations pair a regular phone line for audio with captions displayed in the browser. InnoCaption also offers computer-based captioning, and NexTalk’s SpeechPath provides real-time phone call captions on Windows desktops.

These solutions still depend on a stable internet connection and may involve additional steps to receive calls (such as a web login or a “call me” workflow). However, if you're a heavy phone users with dual impairments or have a unique job function, etc., you might find the trade-off worth it for readability and convenience.

In-Office Installation: Accessibility for the Workplace

In general, IP CTS telephones for employment settings are offered by most of the major service providers. For example, the CaptionCall team can follow up with your employer about installation, and Hamilton CapTel for Business offers an installation program that includes a Cisco VoIP phone through its partner, Tenacity, as well as Web CapTel. ClearCaptions, Innocaption, and NexTalk all have capabilities for setting people up with captioning phones in their place of employment.

911 and Emergency Calling with Captioned Phones

Most IP CTS systems can be used to call 911, but they may not work exactly the same way as a traditional landline. Because most captioned phones and apps depend on internet connectivity, power, and a registered emergency address (E911), users should understand the specifics of their captioned phone service in this regard.

A practical rule of thumb is to keep your E911 address up to date and, when possible, use your regular landline or native mobile phone service for the fastest direct connection in an emergency. If your location information cannot be verified automatically, you may need to provide it verbally.

Major IP CTS Caption Phone Providers

Below is a list of the major IP CTS-certified or conditionally certified providers:

Best for in-home, office, and mobile-app setups

CaptionCall (Sorenson) offers a home phone (“CaptionCall for Home”) and also offers CaptionCall Mobile for iOS and Android. Both are positioned as no-cost, federally funded options for eligible users who need captions to use the phone effectively. For consumers, one key differentiator is CaptionCall’s “red-carpet” setup and lifetime support. They will even send someone to your workplace to set up an IP CTS. CaptionCall’s approach also tends toward simplicity: a “set it up and read it” handset experience with extensive support, as well as strong saved-caption and voice-messaging workflows.

ClearCaptions provides the ClearCaptions Phone for home use and the ClearCaptions Mobile App (iOS only) for captioned calling on the go. Their home phone provides near-real-time captions for English and bilingual English/Spanish users, while the mobile app supports iOS devices. Like CaptionCall, it leans heavily into its personalized setup service and lifetime support at no cost to the user, and it also offers a unique VoIP-enabled caption phone that supports FEMA emergency alerts.

Hamilton CapTel (Hamilton Relay / CapTel) offers multiple captioned CapTel phone models for home use and the Hamilton Mobile CapTel app for iOS and Android. For consumers, one of the main differentiators is the breadth of form factors—traditional caption phones, plus mobile and web captioning—so users can choose what best fits their calling needs. Like CaptionCall, they also offer several workplace solutions. In this way, CapTel’s differentiation is wider device selection, more controls, and greater flexibility in captioning methods.

Best for Smartphone app-only users

InnoCaption is an app-first service for iOS and Android that emphasizes choice in the captioning method. It offers both automated captions (ASR) and live stenographers (CART) on every call, a unique service that is more expensive for the company.

CaptionMate, which was acquired by InnoCaption in 2024, is positioned as an ASR/AI-driven captioning app and highlights features like call forwarding to keep your current number, saved transcripts, captioned voicemail, and broad multi-language captioning claims. Available for both iOS and Android, it emphasizes an “AI-first” experience and a “keep your number” workflow.

Nagish offers a call-captioning app that also supports in-person/live transcription and allows the user to communicate by text or voice. For consumers, it’s often framed as a single app that can help both on calls and during face-to-face conversations.

Rogervoice is an app-based captioning experience that features a text-to-speech option for users who prefer to type what they want to say, and then Rogervoice will voice it for them.

Browser- and computer-based only setups

NexTalk is a computer-based captioned calling / speech-to-text solution that works around Windows desktop captioned calling (“SpeechPath”) rather than a consumer caption-phone handset. This is a useful option for people who spend a good deal of their time on calls at a computer.

How to Get Started

If you think captioned calling could help you, start with one simple question: Do you have enough trouble hearing on the phone that captions are necessary to communicate effectively? If the answer is yes, your hearing care professional should be able to guide you in obtaining a captioned phone, or you can pursue one on your own.

When considering a captioned phone, you should also ask yourself how you prefer to make phone calls. If you mainly call from home and want a familiar experience, a captioned handset may be the best fit. If you rely heavily on your smartphone, an app-based solution may be more practical. Of course, you may want both. And if you spend long stretches at a desk or require a larger screen for captioning, browser- or computer-based tools may be worth considering. Some systems work with a landline plus internet, while others can work through VoIP, a smartphone, or a browser-based setup. Consider your own unique needs and preferences, then look into which service providers might suit you best.

Finally, ask yourself about the setup and support you'll get from a provider. Are you comfortable setting up this type of system and becoming proficient in its operation on your own, or is it best to have someone help you with installation, internet/mobile phone connections, and onboarding?

Whatever the case, the best service is the one you will actually use confidently every day—whether that means a hand-set home phone, a mobile app, or captions on your computer—for seamless communication whenever and wherever you need it.