Telecommunications Relay Service

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Telecommunications Relay Service, also known as TRS, Relay Service, or IP-Relay, is an operator service that allows Deaf, Hard-of-Hearing, Speech-Impaired and Speech-Disabled persons to place calls to standard telephone users via TDD (TTY), personal computer or other assistive telephone device. Most TRS operators use regular keyboards to transcribe spoken voice as text for relaying. However, some TRS services may use stenotype or stenomask equipment, similar to those used by court reporters and closed captioning systems.

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[edit] Types of service available

Depending on the technical and physical abilities of users different call types are possible via relay services.

[edit] TTY to Voice/Voice to TTY

The most common type of TRS call, involves a call from a person utilizing a TTY to a person who can hear and speak. In this call type, typed messages are relayed as voice messages by a TRS operator, and vice-versa. This allows callers unable to use a regular telephone, to be able to place telephone calls to people who use a regular telephone, and vice-versa. When the Hearing party is ready for a response, it is customary to say "Go Ahead" or "GA" to indicate that it is the Deaf person's turn to talk and "Stop Keying", "SK", or "Ready to hang up" when hanging up, and vice-versa.

[edit] Voice Carry Over

The next most common call type is Voice Carry Over (VCO). VCO allows the deaf or hard of hearing person to use his or her voice while receiving responses from a hearing person via text typed by the relay operator (also known as communication assistant or relay agent). There are many variations of VCO, including 2-Line VCO. 2-Line VCO allows a Hard of Hearing person using a TTY or computer to call a TRS operator, who in turn calls the user on a second telephone line, which serves as the voice line. The user puts the TRS operator on a brief hold to initiate a 3-way call with the Hearing party. This method is frequently used by the Hard-of-Hearing who like to use some of their residual hearing as well not having to say "Go Ahead".

[edit] Hearing Carry Over

A less common call type is Hearing Carry Over (HCO). The HCO method is used by people who have difficulty speaking, but have no difficulty hearing voice. HCO allows a speech-impaired person to type messages on a TTY (which are voiced by the relay operator) and then pick up the handset and listen to the other person's response. A variation of HCO is 2-line HCO. Similar to 2-Line VCO, a speech-impaired person using a TTY to call a TRS operator, who in turn calls the user on a second telephone line, which serves as the voice line. The user puts the TRS operator on a brief hold to initiate a 3-way call with the Hearing party.

[edit] Speech to Speech

Speech to Speech (STS) exists for people with mild speech disabilities. A special STS TRS operator revoices what the speech-disabled person says. STS is often used in combination with VCO for the Deaf who have somewhat understandable speech.

[edit] DeafBlind variation

Telebraille also exists for DeafBlind with the use of a TTY with a braille keyboard and a refreshable braille display. A relay call by a deaf blind user is directly related to a TTY to Voice call, however often the text transmission speed is reduced to increase the DeafBlind user's ability to comprehend the moving Braille on the Braille TTY.

[edit] Other variations

Many other call type variations are possible, including VCO to VCO, HCO to HCO, HCO to TTY, and VCO to TTY. Fundamentally, relay services have the ability to connect any two callers with different abilities over the telephone network.

[edit] Video Relay Service

Main article: Video Relay Service

Video Relay Service (VRS), allows people who use American Sign Language are able to place phone calls by signing instead of typing. The VI (video interpreter) uses a webcam or videophone to voice the Deaf or Speech-Disabled person's signs to the Hearing person and sign the Hearing person's words to the Deaf or Hard-of-Hearing person.

[edit] Internet relay service

There are internet relay services that provide functionality similar to TTY to Voice services, replacing the TTY and telephone line with a specialized computer program and internet connection. There are multiple types of computer programs that can be used including custom Java based programs that run in the users web browser and instant message based services.

Since it is not possible to identify the exact location of a caller using an internet service, internet relay calls cannot be used to call 911 (Emergency Services in the United States). If an internet relay operator is asked to dial 911 (or a similar emergency number) for an internet user, the user will be told to disconnect and dial either 911 or 711 (in the US only) with a TTY device. 911 call centers are required to be able to handle TTY communications, and all TTY relay providers can also handle these calls.

[edit] Captioned telephone

A new method for the Hard-of-Hearing to make phone calls is called a captioned telephone. It is a telephone that displays real-time captions of the current conversation. The captions are typically displayed on a screen embedded into the telephone base. A captioned telephone may also be called a CapTel, which is the main brand name for a captioned telephone.

Captioned telephones often use a stenotype or stenomask system by a remote operator, similar in fashion to closed captioning of live TV shows and court reporting. Presently, stenomask voice recognition is most commonly used for captioned telephone systems.

While this service is similar to 2-Line VCO, it only requires one telephone line.

[edit] Major telephone-line-based relay services

Telephone line base relay services are available in many countries, however the detail to access a particular country's service varies. Below is a summary of the services offered in different countries.

Country Languages Access code Confidentiality Hours of Operation
Australia English 133 677 for local, STD and mobile calls. 1800 555 677 for free calls Strictly confidential. Government Privacy Laws 24 hours a day, 7 days a week, 365 days a year
Canada English 711 (Voice & TTY. All call types), 1-800-855-0511 in Quebec province (Voice, All call types) 24 hours a day, 7 days a week in Quebec province
Finland
Liechtenstein
New Zealand English 0800 4711711 (TTY) or 0800 4712712 (Voice) 24 hours a day, 7 days a week, 365 days a year
Norway
Sweden Swedish
Switzerland German, French, Italian, English and Spanish
United Kingdom English 18001, followed by the destination number, for TDD to regular telephone or 18002 for regular telephone to TDD
United States English, Spanish, and/or French, depending on the state or federal territory 711 (All Call Types) Strictly confidential, mandated by the FCC. 24 hours a day, 7 days a week, 365 days a year

[edit] Accessibility

As much of the TRS system, particularly the Internet Relay Services, is open for public use; it is possible for anyone with the proper equipment to place calls. This includes people who are not members of the original intended user group, who are deaf, hard-of-hearing, or speech-impaired. Some such users have noted its usefulness in making long-distance or local calls free of charge and without a telephone. The accessibility even to those who are not deaf, etc. has been defended by providers as a necessary evil. This is because the principle of "transparency" - the belief that the operator and the mechanics of relay should generally go as unnoticed as possible in the call - requires that Relay be as easy to use as a normal telephone, which does not require any kind of verification for hearing people to use. This decision has been defended by leaders in the deaf community, and generally retains strong support among speech and hearing-disabled users of the service.

[edit] Fraudulent uses

The open structure of relay services has lead to a number of complaints regarding its use as a vehicle for fraud. In 2004, news outlets such as MSNBC and the Arizona Daily Star ran stories of reported abuse of the relay system, such as users from international locations calling businesses in the United States to fraudulently purchase goods. This has also generated numerous complaints, particularly by those who were employed as relay operators, that so-called "prank calls," where neither user requires the service and the caller is just attempting to have fun with a novel mode of communication. Fraudulent calls of both types have been cited as reasons for further relay regulation, and as causes for long hold times that must be endured by many legitimate users.

[edit] External links

[edit] Online relay services

[edit] Text

[edit] VRS

[edit] Relay service websites

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