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Telecommunications Relay Services (TRS) and Emerging Technology

This training provides an in-depth overview of Telecommunications Relay Services (TRS) and their variations from traditional TTY calls that may be received by 9-1-1 operators. Participants will learn about the types of emergency calls facilitated by TRS, including Voice Carry Over (VCO) and Hearing Carry Over (HCO). The course also explores emerging technologies such as video and instant messaging, enabling effective communication for individuals with disabilities. Key challenges and regulatory aspects surrounding TRS will be discussed to ensure comprehensive training for all participants.

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Telecommunications Relay Services (TRS) and Emerging Technology

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Presentation Transcript

  1. Telecommunications Relay Services (TRS) and Emerging Technology Refresher Training

  2. 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.

  3. What is a TTY? Computer Equivalent TTY

  4. How does a TTY work? • Acoustic Coupler • Direct Connect • Transmits one direction at a time

  5. TTY Call Requirements • TTY protocols • Abbreviations • English/ASL

  6. TTY Call Challenges • Slow communication form • Half duplex (transmits one way at a time) • Transmissions unreliable • Fewer calls/less experience

  7. TTY Call Variations • TTY to TTY • Voice Carry Over (VCO) • Hearing Carry Over (VCO)

  8. Voice Carry Over (VCO) Caller • Caller is deaf or HOH • Caller speaks • 9-1-1 operator listens • 9-1-1 operator types • Caller reads then speaks Speaking Listening Reading Call-Taker Typing

  9. CapTel VCO • Same procedures as VCO calls. • Caller’s device is VCO phone, not TTY

  10. Hearing Carry Over (HCO) • Caller has speech disability • Caller types • 9-1-1 operator reads • 9-1-1 operator speaks • Caller listens then types

  11. Telecommunications Relay Service (TRS) • Enables communications for people with disabilities • Uses Communications assistants (CA) • Required by FCC, 24/7 • Real-time, confidential

  12. Regulatory Overview • Similar to TTY-to-TTY • TTY user types/reads • CA reads from TTY/ relays info verbally • 9-1-1 operator listens/ speaks

  13. 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.

  14. 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

  15. Speech-to-Speech

  16. Video & IP Relay Service • Video Relay Service • IP Relay Service • Video Interpreter/Communications Assistant (VI/CA)

  17. 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

  18. Issues to Consider • Time delay • Legal limitations • Re-contacting VRS/IP service • Hang-up/abandoned calls

  19. Issues to Consider • Call termination • Call handling policy/procedures • Interpreter changes • Video loss • Relay service disconnection

  20. Issues of Concern • Location information • Endangered callers • Call Documentation

  21. WebCapTel • Computer/web browser • Instant messenger (without distractions) • Text communication between caller & CA • Voice between CA & 9-1-1 operator

  22. 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

  23. Emerging Technology • Text messaging • Instant messaging • Video messaging

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