Telecommunications Relay Services (TRS) and Emerging Technology
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Transcript of Telecommunications Relay Services (TRS) and Emerging Technology
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Telecommunications Relay Services (TRS) and Emerging
TechnologyRefresher Training
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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.
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What is a TTY?
TTY
Computer Equivalent
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How does a TTY work?
• Acoustic Coupler• Direct Connect• Transmits one direction at a time
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TTY Call Requirements
• TTY protocols
• Abbreviations
• English/ASL
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TTY Call Challenges
• Slow communication form
• Half duplex (transmits one way at a time)
• Transmissions unreliable
• Fewer calls/less experience
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TTY Call Variations
• TTY to TTY
• Voice Carry Over (VCO)
• Hearing Carry Over (VCO)
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Voice Carry Over (VCO)
• Caller is deaf or HOH
• Caller speaks• 9-1-1 operator listens
• 9-1-1 operator types• Caller reads then
speaks
Caller
Call-Taker
Speaking
Listening
Typing
Reading
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CapTel VCO• Same procedures as
VCO calls.
• Caller’s device is VCO phone, not TTY
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Hearing Carry Over (HCO)
• Caller has speech disability
• Caller types
• 9-1-1 operator reads
• 9-1-1 operator speaks
• Caller listens then types
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Telecommunications Relay Service (TRS)
• Enables communications for people with disabilities
• • Uses Communications assistants (CA)
• Required by FCC, 24/7
• Real-time, confidential
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Regulatory Overview• Similar to TTY-to-TTY
• TTY user types/reads
• CA reads from TTY/ relays info verbally
• 9-1-1 operator listens/ speaks
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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.
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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
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Speech-to-Speech
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Video & IP Relay Service
• Video Relay Service
• IP Relay Service
• Video Interpreter/Communications Assistant (VI/CA)
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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
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Issues to Consider
• Time delay
• Legal limitations
• Re-contacting VRS/IP service
• Hang-up/abandoned calls
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Issues to Consider• Call termination
• Call handling policy/procedures
• Interpreter changes
• Video loss
• Relay service disconnection
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Issues of Concern
• Location information
• Endangered callers
• Call Documentation
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WebCapTel
• Computer/web browser
• Instant messenger (without distractions)
• Text communication between caller & CA
• Voice between CA & 9-1-1 operator
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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
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Emerging Technology
• Text messaging
• Instant messaging
• Video messaging