1 Call Direct- Convenient invocation of relay services New ways to invoke relay services. Improve opportunities for telecomm users with disabilities Gunnar Hellström Swedish National Post and Telecom Agency ITU-T SG

2 Relay services – the backbone of accessible communication  Relay services translate between remote conversational modes. Sign language <> Speech Real-time text <> Speech Captioned speech <> Speech Sign language and text <> Speech Weak or distorded speech <>Speech Etc.  Important for equal opportunities to telecommunication for people with disabilities  The Swedish National Post and Telecom Agency procures relay services as part of responsibility for accessible telecommunications.

3 Common principle for relay services Mode translation between two call legs. speechtext Text relay example

4 Call setup through most relay services Three steps in the invocation 1. The user calls the service number 2. Perform a dialogue about the destination 3. The service calls the destination When answered, the call can be performed between the two parties in modes they master 1 2 3

5 Pre-study and trial to improve invocation  The three-step call-setup causes obstacles in some situations.  Mentioned in a number of service surveys in Sweden.  Pre-study to find feasible solutions  Trial  May have general usability relevance.

6 Direct number to user through relay  Problem: The three step process is too complicated to describe to hearing persons. Result: Few calls.  Problem: The three step procedure cannot be captured in an electronic phone-book. Result: Few calls.  Solution: A personal number to lead the call through a relay service to the relay user

7 Direct number to hearing user through relay  Problem: The three step procedure cannot be captured in an electronic phone-book. Result: Cumbersome calling for relay users.  Solution: Direct number to hearing user through relay.

8 Redirect calls to go through relay  Problem: Disabled user left to handle a voice phone. No way to prepare for handling incoming calls.  Solution: Redirect calls to go through the user´s personal relay number

9 Transfer incoming calls to go through relay  Problem: Disabled user is alone with a voice phone. A call comes in. No way to handle that call. Frustration.  Solution: Transfer incoming call to the personal relay number

10 Transfer ongoing calls to go through relay  Problem: A call is handled by a hearing person. A need to transfer to a disabled person appears.  Solution: Transfer the ongoing call to the personal relay number. Wait, I will connect you with John

11 Invoke relay service when needed  Problem: The relay user wants to have ONE number for all calls, both relayed and non-relayed.  Solution: Network invocation of relay based on comparing user preferences. Language: Swedish sign language Medium: Total conversation Language: Spoken Swedish Medium : Voice

12 Direct contact with 112-emergency  Problem: All users need to have just one emergency number 112 (911 etc) Relay service may be needed, but may not prevent direct contact Solution: Let user call emergency service through 112. Let emergency service invoke relay through a three-party call

13 Existing partial solutions  TextDirect in UK Direct call ( with prefix ) Compares media used and connects relay if unequal  Web based text relays Electronic phone book in the service. Solves need for direct call through relay for relay users

14 Solution alternatives  Solution alternatives are tried now Telephone connection solution Terminal connection solution Network connection solution  Usability validation of alternatives

15 SIP Solution example  Personal number to relay user PSTN e164.arpa e164.arpa SIP A solution: Double enum resolution

16 Solution example  Direct call to hearing user Possibilities e.g. IP: PSTN: *172*number PSTN: operator-prefix number

17 Solutions  Transfer calls to go through the relay Please Wait, I will connect you. SIP Refer + transfer

18 Call Direct – Network connection solution  The videophone user has two numbers: Directly to the videophone Through relay Network located bridge

19 Call Direct: Terminal connection solution  The user makes a three-party call with the relay when needed User Relay

20 NGN standardisation NGN R1 Requirements Y.2201 contains the following: NGN shall provide the means needed for invocation of relay services. Relay services translate between various modes of communication that are of interest for people with disabilities (e.g., sign language, lip reading, text, voice). Invocation of relay services may be based on user preferences, address resolution or user commands. NGN shall have the capability to invoke relay services by either party in an emergency telecommunication. There may be a need to follow up with details.

21 Conclusion  Convenient invocation of relay services is: Desired Feasible Possible to implement in many different ways In process of trial implementation and validation Worth considering for standardisation of service description and invocation methods e.g. in NGN. An important step towards equal opportunities to telecommunication

22 Convenient invocation of relay services The reports from the pre-study can be found at: