call direct- convenient invocation of relay services
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DESCRIPTIONCall 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 2007-02-06. Relay services – the backbone of accessible communication. - PowerPoint PPT Presentation
Call Direct-Convenient invocation of relay servicesNew ways to invoke relay services. Improve opportunities for telecomm users with disabilities
Swedish National Post and Telecom Agency
ITU-T SG 22007-02-06
Relay services the backbone of accessible communicationRelay services translate between remote conversational modes.Sign language SpeechReal-time text SpeechCaptioned speech SpeechSign language and text SpeechWeak or distorded speech SpeechEtc.Important for equal opportunities to telecommunication for people with disabilitiesThe Swedish National Post and Telecom Agency procures relay services as part of responsibility for accessible telecommunications.
Common principle for relay servicesMode translation between two call legs.
speechtextText relay example
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
Pre-study and trial to improve invocationThe 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.
Direct number to user through relayProblem: 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
Direct number to hearing user through relayProblem: 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.
Redirect calls to go through relayProblem: Disabled user left to handle a voice phone. No way to prepare for handling incoming calls.
Solution: Redirect calls to go through the users personal relay number
Transfer incoming calls to go through relayProblem: 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
Transfer ongoing calls to go through relayProblem: 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.
Invoke relay service when neededProblem: 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 conversationLanguage: Spoken SwedishMedium : Voice
Direct contact with 112-emergencyProblem: 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
Existing partial solutionsTextDirect in UKDirect call ( with prefix )Compares media used and connects relay if unequalWeb based text relaysElectronic phone book in the service. Solves need for direct call through relay for relay users
Solution alternativesSolution alternatives are tried nowTelephone connection solutionTerminal connection solutionNetwork connection solutionUsability validation of alternatives
Solution examplePersonal number to relay userA solution: Double enum resolution
Solution exampleDirect call to hearing user
PSTN: operator-prefix number
SolutionsTransfer calls to go through the relay
SIP Refer + transfer
Call Direct Network connection solutionThe videophone user has two numbers:Directly to the videophoneThrough relayNetwork located bridge08-6789008-12345
Call Direct: Terminal connection solutionThe user makes a three-party call with the relay when needed08-12345UserRelay
NGN standardisationNGN 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.
ConclusionConvenient invocation of relay services is:DesiredFeasiblePossible to implement in many different waysIn process of trial implementation and validationWorth considering for standardisation of service description and invocation methods e.g. in NGN.An important step towards equal opportunities to telecommunication
Convenient invocation of relay servicesThe reports from the pre-study can be found at: