Transcript Welcome [www.nctcog.org]

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.
• 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.
What is a TTY?
Computer Equivalent
TTY
How does a TTY work?
• Acoustic Coupler
• Direct Connect
• Transmits one direction at a time
TTY Call Requirements
• TTY protocols
• Abbreviations
• English/ASL
TTY Call Challenges
• Slow communication form
• Half duplex (transmits one way at a time)
• Transmissions unreliable
• Fewer calls/less experience
TTY Call Variations
• TTY to TTY
• Voice Carry Over (VCO)
• Hearing Carry Over (VCO)
Voice Carry Over (VCO)
• Caller is deaf or HOH
Caller
Speaking
• Caller speaks
• 9-1-1 operator listens
Listening
• 9-1-1 operator types
Reading
• Caller reads then
speaks
Call-Taker
Typing
CapTel VCO
• Same procedures as
VCO calls.
• Caller’s device is VCO
phone, not TTY
Hearing Carry Over (HCO)
• Caller has speech disability
• Caller types
• 9-1-1 operator reads
• 9-1-1 operator speaks
• Caller listens then types
Telecommunications Relay
Service (TRS)
• Enables communications for people with
disabilities
•
• Uses Communications assistants (CA)
• Required by FCC, 24/7
• Real-time, confidential
Regulatory Overview
• Similar to TTY-to-TTY
• TTY user types/reads
• CA reads from TTY/
relays info verbally
• 9-1-1 operator listens/
speaks
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.
TRS Hearing Carry Over (HCO)
• Caller types to CA
• CA reads message to 9-11 operators
• 9-1-1 operator speaks to
caller
• Caller types responses to
CA
Speech-to-Speech
Video & IP Relay Service
• Video Relay Service
• IP Relay Service
• Video Interpreter/Communications
Assistant (VI/CA)
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
Issues to Consider
• Time delay
• Legal limitations
• Re-contacting VRS/IP service
• Hang-up/abandoned calls
Issues to Consider
• Call termination
• Call handling policy/procedures
• Interpreter changes
• Video loss
• Relay service disconnection
Issues of Concern
• Location information
• Endangered callers
• Call Documentation
WebCapTel
• Computer/web browser
• Instant messenger (without distractions)
• Text communication between caller & CA
• Voice between CA & 9-1-1 operator
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
Emerging Technology
• Text messaging
• Instant messaging
• Video messaging