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Telecommunications Relay Services (TRS) and Emerging Technology

Telecommunications Relay Services (TRS) and Emerging Technology. Refresher Training. Training Objectives. Explain common variations to traditional TTY calls that a 9-1-1 operator may receive directly from the public.

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Telecommunications Relay Services (TRS) and Emerging Technology

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  1. Telecommunications Relay Services (TRS) and Emerging Technology Refresher Training

  2. Training Objectives • Explain common variations to traditional TTY calls that a 9-1-1 operator may receive directly from the public. • Describe the types of emergency calls that may be received via a Telecommunications Relay Service. • Discuss possible next generation technology which may be used by people with and without disabilities.

  3. What is a TTY? Computer Equivalent TTY

  4. How does a TTY work? • Acoustic Coupler • Direct Connect • Transmits one direction at a time

  5. TTY Call Requirements • TTY protocols • Abbreviations • English/ASL

  6. TTY Call Challenges • Slow communication form • Half duplex (transmits one way at a time) • Transmissions unreliable • Fewer calls/less experience

  7. TTY Call Variations • TTY to TTY • Voice Carry Over (VCO) • Hearing Carry Over (VCO)

  8. Voice Carry Over (VCO) Caller • Caller is deaf or HOH • Caller speaks • 9-1-1 operator listens • 9-1-1 operator types • Caller reads then speaks Speaking Listening Reading Call-Taker Typing

  9. CapTel VCO • Same procedures as VCO calls. • Caller’s device is VCO phone, not TTY

  10. Hearing Carry Over (HCO) • Caller has speech disability • Caller types • 9-1-1 operator reads • 9-1-1 operator speaks • Caller listens then types

  11. Telecommunications Relay Service (TRS) • Enables communications for people with disabilities • Uses Communications assistants (CA) • Required by FCC, 24/7 • Real-time, confidential

  12. Regulatory Overview • Similar to TTY-to-TTY • TTY user types/reads • CA reads from TTY/ relays info verbally • 9-1-1 operator listens/ speaks

  13. TRS Voice Carry Over (VCO) • Caller uses VCO phone to call TRS • CA is mute while caller speaks • 9-1-1 operator hears callers voice/ speaks to caller • CA types to the caller what the 9-1-1 operators says.

  14. TRS Hearing Carry Over (HCO) • Caller types to CA • CA reads message to 9-1-1 operators • 9-1-1 operator speaks to caller • Caller types responses to CA

  15. Speech-to-Speech

  16. Video & IP Relay Service • Video Relay Service • IP Relay Service • Video Interpreter/Communications Assistant (VI/CA)

  17. VRS & IP Relay • Call Receipt • Registered address = 9-1-1 • Unregistered address = 10-digit line • Call Back • Dial 10-digit # • CA will answer/make contact

  18. Issues to Consider • Time delay • Legal limitations • Re-contacting VRS/IP service • Hang-up/abandoned calls

  19. Issues to Consider • Call termination • Call handling policy/procedures • Interpreter changes • Video loss • Relay service disconnection

  20. Issues of Concern • Location information • Endangered callers • Call Documentation

  21. WebCapTel • Computer/web browser • Instant messenger (without distractions) • Text communication between caller & CA • Voice between CA & 9-1-1 operator

  22. Mobile CapTel • Mobile phone captioning • Caller uses headset with microphone • Caller speaks to CA and reads type from CA • 9-1-1 operator speaks with CA who types to caller

  23. Emerging Technology • Text messaging • Instant messaging • Video messaging

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