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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

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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.

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Common principle for relay services

Mode translation between two call legs.

speech text

Text relay example

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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

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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.

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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

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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.

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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

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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

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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

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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

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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

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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

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Solution alternatives

Solution alternatives are tried now Telephone connection solution Terminal connection solution Network connection solution

Usability validation of alternatives

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1231@vrs.se

SIP

Solution example

Personal number to relay user

PSTN

123

3.2.1.6.4.e164.arpaGives:1231@vrs.se

1.3.2.1.6.4.e164.arpaGives:erik@sip.omnitor.se

SIP

erik@sip.omnitor.se

A solution: Double enum resolution

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Solution example

Direct call to hearing user

0855600203@vrs.se 0855600203

Possibilities e.g.

IP: Sip:number@relay

PSTN: *172*number

PSTN: operator-prefix number

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Solutions

Transfer calls to go through the relay

Please Wait, I will connect you.

SIP Refer + transfer

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Call Direct – Network connection solution

The videophone user has two numbers: Directly to the

videophone Through relay

Network located bridge

08-6789008-12345

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Call Direct: Terminal connection solution

The user makes a three-party call with the relay when needed

08-12345

User

Relay

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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.

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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

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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