Telecommunications Relay Service
Encyclopedia
Telecommunications Relay Service, also known as TRS, Relay Service, or IP-Relay, or Web-based relay services, is an operator service that allows people who are Deaf, Hard-of-Hearing
, Speech-Disabled
, or DeafBlind
to place calls to standard telephone
users via a keyboard or assistive device. Originally, relay services were designed to be connected through a TDD (TTY) or other assistive telephone device. Services have gradually expanded to include almost any generic connected device such as a personal computer
, laptop
, mobile phone
, PDA
, and many other devices. The first relay service was established by Converse Communications of Connecticut in 1974.
(STS) exists for people who have speech disabilities. A specially–trained STS TRS operator revoices what the person with a speech disability says. STS is often used in combination with VCO for people who are Deaf and have somewhat understandable speech, as well as 2–Line HCO users. STS enables people with speech disabilities to call others (able-bodied speakers and other people with speech disabilities). It also enables people without speech disabilities to call people with speech disabilities. Anyone can call 711 and ask for Speech to Speech. STS is also available in Australia, New Zealand and parts of Sweden.
Many STS users have Parkinson's disease, cerebral palsy, ALS, multiple sclerosis, muscular dystrophy or stroke. Other users stutter or have had a laryngectomy. STS also helps speech synthesizer users, users of Augmentative and Alternative Communication
(AAC.) AAC users can set their device next to a speakerphone. They ask the STS CA set up the call, negotiate the menu, introduce the call explaining AAC and then go into the background. This enables AAC users to communicate independently once the other party is on the line. For more information visit http://www.speechtospeech.org.
with the use of a TTY with a braille
or regular keyboard and a refreshable braille display or LVD (Large Visual Display). A relay call of a user who is DeafBlind is directly related to a relay call of a TTY user, however, the text transmission speed is often reduced to increase the ability of the user who is DeafBlind to comprehend the moving braille on the braille TTY or large print on the LVD. Telebraille relay operators must be familiar with Braille contractions that users who are DeafBlind may use. Some TTY users with mobile disabilities may prefer to use a Telebraille, due to the smaller keyboard, regardless of a sight disability or lack thereof.
A new method for people who are Hard-of-Hearing, Oral Deaf
or Late–Deafened to make phone calls is called a captioned telephone (also called captioned relay or Cap-Tel). 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. A CapTel can also function exactly like a VCO by switching the device to VCO mode, for example, to communicate with an HCO user directly, without relay.
Captions are created by a captionist using a computer with voice recognition software. Captionists listen to and revoice one side of the conversation into the microphone of a headset. A voice recognition program creates the captions and they are sent out to the CapTel user.
While this service is similar to 2–Line VCO, it only requires one telephone line, but privacy is inherent, since the CapTel captioner cannot hear the CapTel user. Unlike TTY, VCO, HCO, and STS relay, CapTel only available to people in states that have CapTel as part of their relay service, because the FCC
has not mandated CapTel or captioncall captioning service. CapTel is available in every state and federal territory for federal/military employees/
contractor
s (active or retired) and American Indians.
Captioned Telephone is now available via the web as of Spring 2008 in the form of WebCapTel, eliminating the need for the user to purchase specialized hardware. Anyone who has difficulty can make use of this captioncall service.
Voice callers can now access the service with a universal number: 711. After you dial, you will hear and follow instructions to complete the call to reach deaf callers.
Since it is not possible to identify the exact location of a caller using an internet service, the relay operator will ask for the street address, city, and state that the call is originating from when requesting a call to 911 (USA). If this information is not provided then the operator will be unable to process the call. In Europe, calls to the emergency services (112) are placed via the regular text relay services.
Many IP Relay services now support many methods of communications, such as web browser
, mobile phone
app, text messaging
, WAP
, instant messaging
, and real-time text
methods to communicate through the relay service. This has made it possible to use almost any generic connected device to use a relay service, such as a personal computer
, laptop
, mobile phone
, PDA
, or other device capable of utilizing the connection methods provided by an IP Relay provider.
to place phone calls by signing
instead of typing. The VI (video interpreter) uses a webcam or videophone to voice the Deaf, Hard-Of-Hearing or Speech-Impaired person's signs to a hearing person and sign the hearing person's words to the Deaf, Hard-of-Hearing or Speech-Impaired person.
and several newspapers including the Baltimore City Paper
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. In December 2006, NBC ran another story where former operators alleged that "85 to 90 percent" of calls were scams. Since it is illegal for relay service companies to keep records, fraudulent users can operate with impunity. 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.
In 2006, the FCC launched a campaign to gather feedback from the various Internet Protocol relay-certified companies operating within the United States to fight the wave of relay scams and pranks being made over the service. As brought up in the FCC's released document, users on the IP-based relay services can thus place their calls anonymously, which cannot certify that the user in question really needs operator assistance or not. Furthermore, fraudulent calls of any nature cost millions to the American people yearly (based on the $1.293 per minute fee that is being paid for completed IP-based relay) to various relay providers for successfully completed calls.
Starting in November 2009, to help counter the problem of fraudulent use, the FCC began requiring all users of IP Relay to register their screen names with a default IP Relay provider. This along with many IP Relay providers working to educate hearing users of the risks of fraudulent users (making it less lucrative for fraudulent users who no longer have an uneducated population to target) and other efforts has greatly reduced the amount of fraudulent use of the IP Relay system.
Hearing impairment
-Definition:Deafness is the inability for the ear to interpret certain or all frequencies of sound.-Environmental Situations:Deafness can be caused by environmental situations such as noise, trauma, or other ear defections...
, Speech-Disabled
Speech disorder
Speech disorders or speech impediments are a type of communication disorders where 'normal' speech is disrupted. This can mean stuttering, lisps, etc. Someone who is unable to speak due to a speech disorder is considered mute.-Classification:...
, or DeafBlind
Deafblindness
Deafblindness is the condition of little or no useful sight and little or no useful hearing. Educationally, individuals are considered to be deafblind when the combination of their hearing and vision loss causes such severe communication and other developmental and educational needs that they...
to place calls to standard telephone
Telephone
The telephone , colloquially referred to as a phone, is a telecommunications device that transmits and receives sounds, usually the human voice. Telephones are a point-to-point communication system whose most basic function is to allow two people separated by large distances to talk to each other...
users via a keyboard or assistive device. Originally, relay services were designed to be connected through a TDD (TTY) or other assistive telephone device. Services have gradually expanded to include almost any generic connected device such as a personal computer
Personal computer
A personal computer is any general-purpose computer whose size, capabilities, and original sales price make it useful for individuals, and which is intended to be operated directly by an end-user with no intervening computer operator...
, laptop
Laptop
A laptop, also called a notebook, is a personal computer for mobile use. A laptop integrates most of the typical components of a desktop computer, including a display, a keyboard, a pointing device and speakers into a single unit...
, mobile phone
Mobile phone
A mobile phone is a device which can make and receive telephone calls over a radio link whilst moving around a wide geographic area. It does so by connecting to a cellular network provided by a mobile network operator...
, PDA
PDA
A PDA is most commonly a Personal digital assistant, also known as a Personal data assistant, a mobile electronic device.PDA may also refer to:In science, medicine and technology:...
, and many other devices. The first relay service was established by Converse Communications of Connecticut in 1974.
Types of service available
Depending on the technical and physical abilities of users, different call types are possible via relay services.TTY to Voice/Voice to TTY
The most common type of TRS call, involves a call from a person who is Deaf and utilizes a TTY to a person who is Hearing and does hear and speak. In this call type, typed messages are relayed as voice messages by a TRS operator (OPR) (also known as Communication Assistant (CA), Relay Operator (RO), Relay Assistant (RA) or Relay Agent (Agent) ), 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 person who is Hearing is ready for a response, it is customary to say "Go Ahead" or "GA" to indicate that it is the TTY user's turn to talk and "Stop Keying", "SK", or "Ready to hang up" when hanging up, and vice-versa.Voice Carry Over
The next most common call type is Voice Carry Over (VCO). VCO allows a person who is Hard-of-Hearing or Deaf and does speak to use one's voice while receiving responses from a person who is Hearing via the operator's typed text. There are many variations of VCO, including 2-Line VCO and VCO with privacy.VCO with privacy
The operator will not hear the VCO user's voiced messages and the VCO user does not need to voice GA. The operator will hear the person who is Hearing, and the person who is Hearing must give the GA each time to alert the operator it is the VCO user's turn. The VCO user does not need to voice GA, because the VCO user types it or presses the "VCO GA" button on the VCO phone when it's the voice user's turn to talk.2-Line VCO
2-Line VCO allows a VCO user using a TTY or computer to call a TRS operator, who in turn calls the VCO user on a second telephone line, which serves as the voice line. The user puts the operator on a brief hold to initiate a 3-way call with the Hearing person. This method is frequently used by people who are Hard-of-Hearing and like to use some of their residual hearing as well not having to say "Go Ahead". With 2-Line VCO, the VCO user and the voice user can interrupt each other. VCO with Privacy cannot be used with 2-Line VCO, because the operator, VCO user, and Hearing person are on a 3-way call.Hearing Carry Over
A less common call type is Hearing Carry Over (HCO). HCO allows a person who is Speech-Disabled and can hear to use one's hearing while sending responses to a person who is Hearing via the HCO user's typed text. The operator voices the HCO user's typed messages, and then the HCO users picks up the handset and listens to the other voice user's response. There are many variations of HCO, including 2-Line HCO and HCO with privacy.HCO with Privacy
The operator will not hear the voice user's voiced messages and the voice user does not need to voice GA. The operator will voice for the person who is Speech-Disabled, and the person who is Speech–Disabled must give the GA each time to alert the operator it is the voice user's turn. The voice user does not need to voice GA, because the HCO user can hear when the voice user finishes talking.2–Line HCO
Similar to 2-Line VCO, 2-Line HCO allows an HCO user using a TTY or computer to call a TRS operator, who in turn calls the HCO user on a second telephone line, which serves as the voice line. The user puts the operator on a brief hold to initiate a 3-way call with the Hearing person. This method is frequently used by people who are Speech–Disabled and like to use some of their residual speech as well not having to type "GA". With 2–Line HCO, the HCO user and the voice user can interrupt each other. HCO with Privacy cannot be used with 2–Line HCO, because the operator, HCO user, and Hearing person are on a 3–way call.Speech to Speech
Speech to SpeechSTS Relay
STS Relay is the Speech To Speech Relay Service available to any telephone callers or callees with speech disability and to those who wish to talk with them.-Telephone STS Relay in the US:...
(STS) exists for people who have speech disabilities. A specially–trained STS TRS operator revoices what the person with a speech disability says. STS is often used in combination with VCO for people who are Deaf and have somewhat understandable speech, as well as 2–Line HCO users. STS enables people with speech disabilities to call others (able-bodied speakers and other people with speech disabilities). It also enables people without speech disabilities to call people with speech disabilities. Anyone can call 711 and ask for Speech to Speech. STS is also available in Australia, New Zealand and parts of Sweden.
Many STS users have Parkinson's disease, cerebral palsy, ALS, multiple sclerosis, muscular dystrophy or stroke. Other users stutter or have had a laryngectomy. STS also helps speech synthesizer users, users of Augmentative and Alternative Communication
Augmentative and alternative communication
Augmentative and alternative communication is an umbrella term that encompasses the communication methods used to supplement or replace speech or writing for those with impairments in the production or comprehension of spoken or written language...
(AAC.) AAC users can set their device next to a speakerphone. They ask the STS CA set up the call, negotiate the menu, introduce the call explaining AAC and then go into the background. This enables AAC users to communicate independently once the other party is on the line. For more information visit http://www.speechtospeech.org.
DeafBlind variation
Telebraille also exists for people who are DeafBlindDeafblindness
Deafblindness is the condition of little or no useful sight and little or no useful hearing. Educationally, individuals are considered to be deafblind when the combination of their hearing and vision loss causes such severe communication and other developmental and educational needs that they...
with the use of a TTY with a braille
Braille
The Braille system is a method that is widely used by blind people to read and write, and was the first digital form of writing.Braille was devised in 1825 by Louis Braille, a blind Frenchman. Each Braille character, or cell, is made up of six dot positions, arranged in a rectangle containing two...
or regular keyboard and a refreshable braille display or LVD (Large Visual Display). A relay call of a user who is DeafBlind is directly related to a relay call of a TTY user, however, the text transmission speed is often reduced to increase the ability of the user who is DeafBlind to comprehend the moving braille on the braille TTY or large print on the LVD. Telebraille relay operators must be familiar with Braille contractions that users who are DeafBlind may use. Some TTY users with mobile disabilities may prefer to use a Telebraille, due to the smaller keyboard, regardless of a sight disability or lack thereof.
Captioned telephone
A new method for people who are Hard-of-Hearing, Oral Deaf
Manualism and oralism
Education of the deaf consists of two main approaches: manualism and oralism. Manualism is the education of deaf students using sign language and oralism is the education of deaf students using spoken language...
or Late–Deafened to make phone calls is called a captioned telephone (also called captioned relay or Cap-Tel). It is a telephone
Telephone
The telephone , colloquially referred to as a phone, is a telecommunications device that transmits and receives sounds, usually the human voice. Telephones are a point-to-point communication system whose most basic function is to allow two people separated by large distances to talk to each other...
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. A CapTel can also function exactly like a VCO by switching the device to VCO mode, for example, to communicate with an HCO user directly, without relay.
Captions are created by a captionist using a computer with voice recognition software. Captionists listen to and revoice one side of the conversation into the microphone of a headset. A voice recognition program creates the captions and they are sent out to the CapTel user.
While this service is similar to 2–Line VCO, it only requires one telephone line, but privacy is inherent, since the CapTel captioner cannot hear the CapTel user. Unlike TTY, VCO, HCO, and STS relay, CapTel only available to people in states that have CapTel as part of their relay service, because the FCC
Federal Communications Commission
The Federal Communications Commission is an independent agency of the United States government, created, Congressional statute , and with the majority of its commissioners appointed by the current President. The FCC works towards six goals in the areas of broadband, competition, the spectrum, the...
has not mandated CapTel or captioncall captioning service. CapTel is available in every state and federal territory for federal/military employees/
contractor
Independent contractor
An independent contractor is a natural person, business, or corporation that provides goods or services to another entity under terms specified in a contract or within a verbal agreement. Unlike an employee, an independent contractor does not work regularly for an employer but works as and when...
s (active or retired) and American Indians.
Captioned Telephone is now available via the web as of Spring 2008 in the form of WebCapTel, eliminating the need for the user to purchase specialized hardware. Anyone who has difficulty can make use of this captioncall service.
2–Line CapTel
2–Line CapTel can also be used with 2 lines. This is especially useful for users who prefer to give out their home phone number alone, instead of both the captioning service number and the toll-free captioning service number or for users who prefer to turn captions on and off anytime during the call. 2–Line CapTel can also be used with other relay services. For example, STS can be used with 2–Line CapTel, for CapTel users with speech disabilities. 2–Line CapTel is only available to people in states that have 2–Line CapTel as part of their relay service or federal employees/contractors and American Indians.WebCapTel
WebCapTel lets you enjoy telephone conversations with the convenience of online captions. You make / receive phone calls using any phone you want, while viewing captions of the call on the Internet browser window of your computer or smart phone. It's just like a traditional CapTel phone call, only you use your own phone (any phone!) and watch the captions online instead of in the CapTel display screen.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.Voice callers can now access the service with a universal number: 711. After you dial, you will hear and follow instructions to complete the call to reach deaf callers.
IP Relay Service or Web-based text relay services
IP Relay Services are also called Web-based text relay services in Europe. There are internet relay services, called IP Relay, 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 user's web browser and instant message based services.Since it is not possible to identify the exact location of a caller using an internet service, the relay operator will ask for the street address, city, and state that the call is originating from when requesting a call to 911 (USA). If this information is not provided then the operator will be unable to process the call. In Europe, calls to the emergency services (112) are placed via the regular text relay services.
Many IP Relay services now support many methods of communications, such as web browser
Web browser
A web browser is a software application for retrieving, presenting, and traversing information resources on the World Wide Web. An information resource is identified by a Uniform Resource Identifier and may be a web page, image, video, or other piece of content...
, mobile phone
Mobile phone
A mobile phone is a device which can make and receive telephone calls over a radio link whilst moving around a wide geographic area. It does so by connecting to a cellular network provided by a mobile network operator...
app, text messaging
Text messaging
Text messaging, or texting, refers to the exchange of brief written text messages between fixed-line phone or mobile phone and fixed or portable devices over a network...
, WAP
Wireless Application Protocol
Wireless Application Protocol is a technical standard for accessing information over a mobile wireless network.A WAP browser is a web browser for mobile devices such as mobile phones that uses the protocol.Before the introduction of WAP, mobile service providers had limited opportunities to offer...
, instant messaging
Instant messaging
Instant Messaging is a form of real-time direct text-based chatting communication in push mode between two or more people using personal computers or other devices, along with shared clients. The user's text is conveyed over a network, such as the Internet...
, and real-time text
Real-time text
Real-time text is streaming text that is continuously transmitted as it is typed or otherwise composed. It allows conversational use of text, where people interactively converse with each other.-Use over instant messaging:...
methods to communicate through the relay service. This has made it possible to use almost any generic connected device to use a relay service, such as a personal computer
Personal computer
A personal computer is any general-purpose computer whose size, capabilities, and original sales price make it useful for individuals, and which is intended to be operated directly by an end-user with no intervening computer operator...
, laptop
Laptop
A laptop, also called a notebook, is a personal computer for mobile use. A laptop integrates most of the typical components of a desktop computer, including a display, a keyboard, a pointing device and speakers into a single unit...
, mobile phone
Mobile phone
A mobile phone is a device which can make and receive telephone calls over a radio link whilst moving around a wide geographic area. It does so by connecting to a cellular network provided by a mobile network operator...
, PDA
PDA
A PDA is most commonly a Personal digital assistant, also known as a Personal data assistant, a mobile electronic device.PDA may also refer to:In science, medicine and technology:...
, or other device capable of utilizing the connection methods provided by an IP Relay provider.
Video Relay Service
Video Relay Service (VRS) allows people who use Sign LanguageSign language
A sign language is a language which, instead of acoustically conveyed sound patterns, uses visually transmitted sign patterns to convey meaning—simultaneously combining hand shapes, orientation and movement of the hands, arms or body, and facial expressions to fluidly express a speaker's...
to place phone calls by signing
Manual communication
Manual communication systems use articulation of the hands to mediate a message between persons. Being expressed manually, they are received visually, and sometimes tactually...
instead of typing. The VI (video interpreter) uses a webcam or videophone to voice the Deaf, Hard-Of-Hearing or Speech-Impaired person's signs to a hearing person and sign the hearing person's words to the Deaf, Hard-of-Hearing or Speech-Impaired person.
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–Disabled. Some such users have noted its usefulness in making long-distance or local calls free of charge and without a telephone. Some providers have implemented long-distance billing, which bills long-distance calls just like a regular telephone. Providers defend the accessibility even to people who have neither hearing nor speech disabilities 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. Leaders in the Deaf community defend this decision and generally retain strong support among service users with hearing and speech disabilities.Fraudulent uses in the United States
The open structure of relay services has led to a number of complaints regarding its use as a vehicle for fraud. In 2004, news outlets such as MSNBCMSNBC
MSNBC is a cable news channel based in the United States available in the US, Germany , South Africa, the Middle East and Canada...
and several newspapers including the Baltimore City Paper
Baltimore City Paper
Baltimore City Paper is a free alternative weekly newspaper published in Baltimore, Maryland, founded in 1977 by Russ Smith and Alan Hirsch. Current owner Times-Shamrock Communications purchased the paper in 1987...
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. In December 2006, NBC ran another story where former operators alleged that "85 to 90 percent" of calls were scams. Since it is illegal for relay service companies to keep records, fraudulent users can operate with impunity. 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.
In 2006, the FCC launched a campaign to gather feedback from the various Internet Protocol relay-certified companies operating within the United States to fight the wave of relay scams and pranks being made over the service. As brought up in the FCC's released document, users on the IP-based relay services can thus place their calls anonymously, which cannot certify that the user in question really needs operator assistance or not. Furthermore, fraudulent calls of any nature cost millions to the American people yearly (based on the $1.293 per minute fee that is being paid for completed IP-based relay) to various relay providers for successfully completed calls.
Starting in November 2009, to help counter the problem of fraudulent use, the FCC began requiring all users of IP Relay to register their screen names with a default IP Relay provider. This along with many IP Relay providers working to educate hearing users of the risks of fraudulent users (making it less lucrative for fraudulent users who no longer have an uneducated population to target) and other efforts has greatly reduced the amount of fraudulent use of the IP Relay system.
External links
- CapTel
- FCC Consumer Facts
- "Con artists target phone system for deaf" - April 20, 2004 - MSNBC
- "Thieves exploit phone system for the deaf" - Dec 5, 2006 - MSNBC
- "Seeing Captions on Mobile Devices" - October 29th, 2008 - Weitbrecht.com
- "How to purchase a CapTel phone" - February 9th, 2009
- "Hamilton WebCapTel" - February 9th, 2009
- "Sprint WebCapTel" - February 9th, 2009
- "nWise MMX" - November 2009