Advanced TTY & Text Telecommunication Service to Ensure Accessible Communications

2. Advanced TTY & Text Telecommunication Service to Ensure Accessible Communications

3. Purpose To Help government and the business sector • Ensure full telecommunications accessibility to the deaf, deafened and hard of hearing community and those with speech difficulties • Improve internal staff efficiencies • Comply with the Canadian Human Rights Commission/ specifically in Ontario the AODA designed to alleviate barriers faced by all individuals with disabilities • Avoid challenges & potential legal actions due to non-compliance issues

4. What is a TTY? A TTY is a special communications device used by people who are deaf,deafened,hard of hearing or those with speech difficulties. TTY users type and read conversations that would otherwise be done by speaking & hearing.

5. Require analog telephone lines Require staff training in TTY use Require TTY device at each point of contact Require BRS or TTY to TTY communication Minimal automated features Issues with TTYs

6. Issues with Relay Services • Automated voice menu systems are inaccessible to relay calls • Takes 3-5 times longer to complete calls • Affords callers little perceived privacy • Decreases staff productivity • Ties up phone lines

7. Changes in Technology • Digital telephone systems • Voice menu system • Automated Attendant & Interactive Voice Response (IVR) Systems • Personal computers on nearly every desk • Data networking – LANS & WANS • The Internet

8. Disadvantages for Deaf , Deafened or Hard of Hearing using a TTY. • Cannot access auto voice menu options • Using a relay operator takes longer • Privacy and confidentiality may be compromised • Communication access not always equal

9. What Are the Laws? • The Canadian Human Rights Commission currently oversees Accessibility Standards, but the provinces are reviewing their own needs. Ontario for example has enacted the AODA.

10. Americans with Disabilities Act Title II: Nondiscrimination on the Basis of Disability in State and Local Government Services “…. public entities should not rely heavily on the establishment of relay services. While relay services would be of vast benefit to both public entities and individuals who use (TTYs), the relay services are not sufficient to provide equal access to all telephone services.”

11. What is TEXTNET? • TEXTNET is a telephone service that replaces the old TTYs. • It’s a digital, Centrex-like telephone service that seamlessly integrates the telephone network, the local data network and the Internet to provide fully accessible text (TTY) communications. • It enables PCs to function like TTYs • It enhances an organization’s existing investments in PCs and other IT equipment

12. The Benefits of TEXTNET • Fully accessible telephone communication • Improved customer service • Compliance with accessibility laws • Less risk of legal challenges • Enterprise-wide TTY telephone-based services • Advanced call management for TTY calls

13. The Benefits of TEXTNET • Utilizes existing PCs and networks • Eliminates the need for desktop-type TTYs • Helps improves internal staff efficiencies • Increased internal communication options • Easy to install & operate

14. Some TEXTNET Users In the USA • State of Illinois • State of Wisconsin • Chicago Public Schools • Milwaukee Public Schools • Illinois School for the Deaf • Illinois Commission for Deaf & Hard of Hearing • Access Living of Chicago • Moraine Valley Community College • Ohio State University • SBC Special Needs Center • National Assistive Device Center • Village of Arlington Heights, IL • Washburn County, WI • Sony Ericsson Mobile

15. TEXTNET Telephone Service Provides Equal Access Your Deaf, Deafened or Hard Of Hearing Community Member Your Agency or Organization TEXTNET Web TEXTNET phone circuit and routing to/from Internet TTY device at any location PC serves as TTY device at all locations Internet TEXTNET Central Office and Switch PSTN* Circuit *Public Switched Telephone Network

16. TEXTNET Capabilities • Provide advanced telephone menu services to TTY callers • Route calls to any person or department on the network • Transfer TTY calls • Provide interactive telephone communications • Conference calls • Secure Instant Messages • Advanced messaging & message routing options • Provide automated information services to TTY callers • National and international network calling

17. System Requirements • Network w/Internet access TCP/IP • No browser required • Workstations running Windows (95, 98, ME, NT, XP or 2000) • TEXTNET Access Port License(s) • TEXTNET User Account(s) • Ports 2571 and 2510 open outbound to 65.116.86.0/25 in any firewalls

18. Taking Incoming TTY Calls Answer calls at whatever PC you are logged on. Automated call routing and TTY menu services. Accept messages from TTY callers and: • forward to e-mail • forward to paging • forward to TTY mailbox • forward to an off-site TTY number Transfer TTY calls to other people or departments.

19. Sending Outbound TTY Call • Outgoing calls as simple as typing on your PC • Calls through the PSTN ( Telephone Network) • Calls through the Internet (TOIP) • Conference calls to users on the network

20. Secure/EncryptedNetwork Instant Messaging • Send “pop-up” messages to any person or department on the network • Broadcast messages to groups • Page from any client computer • Decide how your messages should be delivered

21. TTY Call Basics • When someone calls, a “ring box” as shown below will appear on your screen regardless of the application you are running • With a sound card there is an audible ring • Optional “network ring” flashing light alert

22. TTY Call Basics • When calling out to a TTY, you can using the digital phone book or the “quick dial” feature • You may also call any TEXTNET user anywhere in the world

23. TTY Call Basics • No TTY call ever goes unanswered • If a TTY or TEXTNET calls and you are not available, the caller will always get your mailbox • You choose how your messages are forwarded

24. TTY Call Basics If a TTY caller or another TEXTNET user leaves you a message, the “Mail” icon will light on your toolbar No Message: Message:

25. TTY Call Basics To read a new message, you just select “View” and then “Inbox-Messages”

26. TTY Call Basics • Each TEXTNET user can choose how his or her messages should be forwarded • Messages can appear in text mail, an e-mail account, alpha pager, or any other compatible digital mode

27. Advanced Features You select how you want your messages forwarded on this screen

28. Advanced Features For the first time ever, Deaf, Deafened, Hard of Hearing Individuals or those with Speech Difficulties, can participate in conference calls. • Multiple participants on a single text call • Any participant may hang up and the call will continue

29. Advanced Features Sample conference call screen:

30. Advanced Features • You or a caller can create pre-composed text and send with a “hot key” • You can have numerous text blocks at your fingertips to send to callers • You can “cut & paste” information into the conversation

31. Automated TTY Call Handling Create an “ITR” (Interactive Text Response) system providing automated services • Send greeting and announcements • After hours and holiday call routing • Basic or advanced telephone menu options • Collect information before transferring to a call taker • Information menus by topic • Take and record messages • Variety of call transfer services

32. Automated TTY Call Handling • Create a call flow script from the drag-and-drop icons in the graphical user interface. • Link this call flow script to a particular phone number, person, department or organization

33. TEXTNET Administration • Centralized and remote administration, security settings and control. • Local administrators can be anywhere in the world as long as they have Internet access.

34. TEXTNET Security • All communication between TEXTNET nodes is encrypted (128 bit AES, or Secure Sockets) • TEXTNET traverses firewalls in a very secure manner • TEXTNET does not support file transfers or any Remote Access Server type functions • TEXTNET is a telephone system not a data system

35. How Much Does It Cost? • Like most advanced systems, cost is variable based on a variety of configuration options and levels of service • For small installations, costs are comparable to the expense of maintaining a single TTY • For large installations, very significant savings are common • We can provide your organization with a configuration and sales quote based on your specific needs and requirements

36. How Much Does It Cost? Initial System Setup (one-time cost) Port setup $245.00/port User setup $ 35.00/user Installation Services (one-time cost) Based on complexity of customer requirements Monthly Charges TEXTNET Access Ports $160.00/mo TEXTNET User Accounts $ 10.00/mo Additional Toll Free Numbers $ 10.00/mo (One toll-free number included with each access port) Staff Training Available

37. The Top 10 Reasons… • Ensure fully accessible service delivery to our Business Community. • Comply with the laws mandating communication accessibility. • Avoid costly litigation . • Improve internal staff efficiencies and reduce call hand-offs. • Ensure that no incoming call is ignored, lost or forgotten.

38. … for Choosing TEXTNET • Realize long term savings in staff and equipment resources. • Get more out of your existing IT infrastructure investment. • Monthly service costs may be integrated into your budget with no additional capital cost outlay. • Guarantee complete caller confidentiality. • No practical alternative exists to achieve truly equal access. Good Communication = Good Business