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You speak of text relay the US state relay services (reached by dialing 711) also offer what is called VCO (voice carryover) where the caller will be speaking for themselves but will need time to read the replies from your operators that the Relay CA's are typing to them.


Also, I think you may get calls from people that are using a captioning service on their cell phone.  That results in the same situation where the caller is talking for themself but needs time to read the captions of what your operators are saying to them.


Both of these situations could result in your operators hanging up while the person that has made the call is reading what has been said to them.


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