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 2
2007-02-06

1
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.
2
 Common principle for relay services

Mode translation between two call legs.

speech text

Text relay example

3
 Call setup through most relay services
Three steps in the invocation
1 3

1. The user calls the service number

2. Perform a dialogue about the destination
3. The service calls the destination

When answered, the call can be performed

between the two parties in modes they
master
4
 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.

5
 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

6
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.
7
 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
8
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 9
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. Wait, I will
connect you
with John

 Solution: Transfer the ongoing call

to the personal relay number. 10
Invoke relay service when needed
 Problem: The relay user wants to have
ONE number for all calls, both relayed
and non-relayed.

Language: Swedish sign language

Language: Spoken Swedish
Medium: Total conversation
Medium : Voice

 Solution: Network invocation of relay

based on comparing user preferences.
11
 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

12
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

13
 Solution alternatives
 Solution alternatives are tried now
 Telephone connection solution
 Terminal connection solution
 Network connection solution
 Usability validation of alternatives

14
 Solution example
 Personal number to relay user

PSTN SIP SIP

123 1231@vrs.se erik@sip.omnitor.se

3.2.1.6.4.e164.arpa 1.3.2.1.6.4.e164.arpa
Gives:1231@vrs.se Gives:erik@sip.omnitor.se

A solution: Double enum resolution

15
 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

16
 Solutions
 Transfer calls to go through the relay

Please Wait, I
will connect
you.

SIP Refer + transfer

17
Call Direct – Network connection solution

 The videophone
user has two
numbers:
 Directly to the
videophone
 Through relay

Network located
bridge 08
90 -12
8 34
8-67 5
0

18
Call Direct: Terminal connection solution

 The user makes a

three-party call
with the relay Relay
when needed

08-12345

User 19
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.

20
 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

21
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

22