Telecommunications Relay Services (TRS) and Emerging

TechnologyRefresher 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?

TTY

Computer Equivalent

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 speaks• 9-1-1 operator listens

• 9-1-1 operator types• Caller reads then

speaks

Caller

Call-Taker

Speaking

Listening

Typing

Reading

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 9-1-1 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