Z-20 FAQs

General Questions

Any hearing person can call your Z-20 by using your 10-digit telephone number. Z-20 and the ZVRS service are intended for use by deaf and hard of hearing people who use ASL to communicate.
To use Z-20, you must have a high-speed Internet connection and a My Profile account with 10-digit telephone number from The Z.
Call 877.777.9776 or contact your nearest Z representative.
No, this is a stand-alone hardware videophone and does not have built-in 3G, 4G or WiFi hardware.


Each Z videophone must have its own local phone number assigned. This is how the system identifies which videophone to receive incoming and make outgoing calls.
You should give everyone—deaf and hearing—the Z-20 number The Z assigned to your videophone. That is the number they will need to make a call to your Z-20.

Yes, you can make and receive voice carry-over (VCO) calls on your Z-20. One of the great features of the Z-20 is the VCO Plus feature. You can make a VCO call and use the built-in microphone and/or handset or use your own Bluetooth headset to speak to both the interpreter and the hearing party on the other end of the call.
Yes, you will receive a Z Alert notification you when you receive incoming calls to your Z-20 (or any other Z phone). Before you contact ZVRS Customer Experience Team, please check to ensure that the privacy shutter is not enabled on your Z-20. If the privacy shutter is disabled and still does not work, please contact ZVRS Customer Care for technical support on the device.
Before you contact The Z’s Customer Care team, please check to be sure that you do not have the privacy shutter closed on your Z-20. If the privacy shutter is open and your Z-20 still does not work, please contact Customer Care for technical support.

First, check the focus ring on your camera to try to adjust your video quality. If it still does not focus, please contact The Z’s Customer Experience Team for technical support.
We recommend getting in touch with our Customer Experience Team. Visit their page here.

Technical Questions

You cannot move the PIP window around on the Z-20 screen.
Bluetooth is a wireless headset connection. It’s ideal for those who use the VCO Plus feature.
1. Press button.

2. Select “SETTINGS”

3. Select “BLUETOOTH”

4. Change “BLUETOOTH” to “ON”


6. Follow the instructions on the screen.

Simply pick up handset, enter the phone number you want to call, then press the GREEN button to connect the call.

NOTE: If you decide to use the built-in speakerphone, press the button before you place the handset back. Otherwise, your call will be disconnected.

Yes. The Z-20 provides full access to the My Mail feature. You can view all My Mail videos sent to your unique 10-digit Z-20 phone number. Simply press the button or dial your Z-20 phone number from your Z-20.
Yes. Just follow the steps below:
1. Press “HOLD” softkey of that active call.
2. Press “New Call”.

3. Press to select “My Mail.”

4. Press the “RESUME” softkey to return to your live call.

Yes, it is possible. Please click on this link to submit a Team Video Meeting request.
Yes. You can make and receive calls directly to and from other videophone users who have a VP-200, Z5 Desktop (on PC or Mac), Z5 Mobile, Z-340, Z-Ojo, Z-150 and other compatible videophones from Convo, Purple, Sorenson VRS and SNAP!VRS. The videophone must also have a 10-digit phone number registered with the iTRS database.

NOTE: The VRS provider that assigned your number is responsible for registering it with the iTRS database. At this time, you cannot make calls to or receive calls from the Sorenson ntouch™ Mobile or ntouch™ PC products because Sorenson has chosen to not make the ntouch™ products interoperable with products from the rest of the VRS industry.

Yes. You can make a call using an IP address. The easiest way to do this is to replace the “.” with “” when entering the IP address. Example: Typing “1122*31*40” will automatically change to “” on your Z-20.

Yes. Just press the and buttons to make sure they are turned “ON.”
Z-20 supports H.263 and H.264 video standards.
Yes. When someone calls your Z-20 from a VP-200®, nVP, P3 or other Z videophone, you will see that caller’s name and phone number.

When you call someone from your Z-20, the person using a VP-200®, nVP, P3 or other Z videophone will see the name you use in your profile. Important Note: Your phone number will not appear in the other person’s caller ID on his/her Z-340. However, your number WILL show up in his/her call history.

911 Calls

Yes. You can use Z-20 to make an emergency 911 call. When you dial 911, your call will have the highest priority and will be answered by the first available ZVRS interpreter. The interpreter will locate the nearest Emergency Services center that can quickly be dispatched to your location.

Note: It is important to keep your address information up to date for 911 emergency service. If the person calling becomes unresponsive during a 911 emergency call, help will be sent to the 911 address that you registered in your My Profile account with The Z. If you move without updating your location information, help could be mistakenly sent to your previous address.

Simply dial 911 and your call will receive the highest priority to connect to the next available interpreter.
Whenever you dial 911 using Z-20, the ZVRS Interpreter will always ask you to verify your location. If you are calling from the address saved in your My Profile account set up for the 10-digit number assigned to your Z-20, your 911 call will immediately be routed to your local Emergency Services center (PSAP). If you are NOT at the address listed in your profile account, you will be asked to give your address/location. After doing so, your 911 call will be routed to the nearest local Emergency Services center.
Updating your address in My Profile is easy! First, go to https://my.zvrs.com/my/session/new and log in.

Then follow the steps below:

1. Click on “My Locations” to add/update your location.

2. Click on “My Videophones,” and click on your videophone number. Then, select the location to ensure the location is correct for this videophone.

Managing Contacts

Your full My Contacts list will be displayed on Z-20—there’s no limit.
All contacts stored in your My Contacts list will automatically transfer to your new Z-20. However, if you are switching your phone number from another VRS provider, we encourage you to make a record of all of your contacts as soon as possible, because they cannot be transferred from your old provider. Once the switch happens, you will no longer have access to your contacts on your old VRS provider’s phone.

To add, edit or delete contacts, go to my.zvrs.com/my/session/new and log into your profile. Select “My Contacts” to add, edit, or delete contacts off your phone book. It will be automatically updated on all of the Z products you own.


The first thing you should do is restart your Z-20 by following the steps below:

1. Press button.

2. Select “SETTINGS.”

3. Select “ADVANCED.”

4. Select “RESTART.”

5. Select “RESTART” again to restart your Z-20 videophone.

If your Z-20 still does not work after restarting, contact the point of contact in your IT department or contact The Z’s Customer Experience Team by VP at 866.932.7891 or email at help@zvrs.com.

A slow data connection can cause problems with the quality of the video image. Notify the point of contact in your IT department to do a diagnosis check.

We’re here to help! Just call The Z’s Customer Experience Team for assistance by dialing 866.932.7891 on or send an email to help@zvrs.com.