1 call direct- convenient invocation of relay services new ways to invoke relay services. improve...
TRANSCRIPT
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 22007-02-06
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.
speech text
Text relay example
4
Call setup through most relay servicesThree steps in the invocation
1. The user calls the service number2. Perform a dialogue about the destination3. 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 2005. Trial 2007. 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 languageMedium: Total conversation
Language: Spoken SwedishMedium : 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
123
3.2.1.6.4.e164.arpaGives:[email protected]
1.3.2.1.6.4.e164.arpaGives:[email protected]
SIP
A solution: Double enum resolution
16
Solution example
Direct call to hearing user
[email protected] 0855600203
Possibilities e.g.
IP: Sip:number@relay
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
08-6789008-12345
19
Call Direct: Terminal connection solution
The user makes a three-party call with the relay when needed
08-12345
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:
www.pts.se/Dokument/dokumentlista.asp?Sectionid=2884&Itemid=&Languageid=EN