Call DirectConvenient 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
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Relay services – the backbone of
accessible communication
 Relay services translate between remote
conversational modes.
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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 services
Three steps in the invocation
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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
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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
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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.
Wait, I will
connect you
with John
 Solution: Transfer the ongoing call
to the personal relay number.
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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.
Language: Swedish sign language
Medium: Total conversation
Language: Spoken Swedish
Medium : Voice
 Solution: Network invocation of relay
based on comparing user preferences.
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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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Solution example
 Personal number to relay user
PSTN
123
SIP
[email protected]
3.2.1.6.4.e164.arpa
Gives:[email protected]
SIP
[email protected]
1.3.2.1.6.4.e164.arpa
Gives:[email protected]
A solution: Double enum resolution
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Solution example

Direct call to hearing user
[email protected]
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
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Call Direct: Terminal connection solution
 The user makes a
three-party call
with the relay
when needed
Relay
08-12345
User
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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
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