A telecommunications relay service, also known as TRS, relay service, or IP-relay, or Web-based relay service, is an operator service that allows people who are
deaf
Deafness has varying definitions in cultural and medical contexts. In medical contexts, the meaning of deafness is hearing loss that precludes a person from understanding spoken language, an audiological condition. In this context it is written ...
,
hard of hearing
Hearing loss is a partial or total inability to hear. Hearing loss may be present at birth or acquired at any time afterwards. Hearing loss may occur in one or both ears. In children, hearing problems can affect the ability to acquire spoken la ...
,
deafblind, or have a
speech disorder
Speech disorders or speech impairments are a type of communication disorder in which normal speech is disrupted. This can mean stuttering, lisps, etc. Someone who is unable to speak due to a speech disorder is considered mute. Speech skills ...
to place calls to standard
telephone
A telephone is a telecommunications device that permits two or more users to conduct a conversation when they are too far apart to be easily heard directly. A telephone converts sound, typically and most efficiently the human voice, into e ...
users via a keyboard or assistive device. Originally, relay services were designed to be connected through a
TDD,
teletypewriter
A teleprinter (teletypewriter, teletype or TTY) is an electromechanical device that can be used to send and receive typed messages through various communications channels, in both point-to-point and point-to-multipoint configurations. Initia ...
(TTY) or other assistive telephone device. Services gradually have expanded to include almost any
real-time text
Real-time text (RTT) is text transmitted instantly as it is typed or created. Recipients can immediately read the message while it is being written, without waiting.
Real-time text is used for conversational text, in collaboration, and in live cap ...
capable technology such as a
personal computer
A personal computer (PC) is a multi-purpose microcomputer whose size, capabilities, and price make it feasible for individual use. Personal computers are intended to be operated directly by an end user, rather than by a computer expert or tec ...
,
laptop,
mobile phone
A mobile phone, cellular phone, cell phone, cellphone, handphone, hand phone or pocket phone, sometimes shortened to simply mobile, cell, or just phone, is a portable telephone that can make and receive calls over a radio frequency link whi ...
,
PDA, and many other devices. The first TTY was invented by deaf scientist
Robert Weitbrecht in 1964. The first relay service was established in 1974 by Converse Communications of Connecticut.
Types of services available
Depending on the technical and physical abilities and physical environments of users, different call types are possible via relay services.
TTY to voice/voice to TTY
Once the most common type of TRS call, TTY calls involve a call from a deaf or hard-of-hearing person who utilizes a TTY to a hearing person. In this type of call, typed messages are relayed as voice messages by a TRS operator, (also known as ''Communication Assistant'' (CA), ''Relay Operator'' (RO), ''Relay Assistant'' (RA), or ''relay agent'' (agent)), and vice versa. This allows callers who are unable to use a regular telephone to be able to place 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 (teletypewriter) user's turn to talk and "stop keying", "SK", or "ready to hang up" when ending the call and vice versa. This mode of communication has largely been superseded by other modes of communications, including the utilization of IP relay, VPs, VRS, and VRI.
Voice carry over
A common type of call is ''voice carry over'', VCO. This allows a person who is hard of hearing or deaf but can speak to use their voice while receiving responses from a person who is hearing via the operator's typed text. There are many variations of VCO, including two-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.
Two-line VCO
Two-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 three-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 two-line VCO, the VCO user and the voice user can interrupt each other. VCO with Privacy cannot be used with two-line VCO, because the operator, VCO user, and hearing person are on a three-way call.
Hearing carry over
A less common call type is ''hearing carry over'' (HCO). HCO allows a person who is speech-disabled but can hear to use their 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 two-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 three-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 three–way call.
Speech to speech
Speech to speech (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 two–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 in the U.S. and ask for Speech to Speech. STS is also available in Australia, New Zealand and 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 (AAC) 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 is used by t ...
(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.
Deafblind variation
Telebraille also exists for people who are
deafblind with the use of a TTY with a
braille
Braille (Pronounced: ) is a tactile writing system used by people who are visually impaired, including people who are blind, deafblind or who have low vision. It can be read either on embossed paper or by using refreshable braille disp ...
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. Due to its implementation of a smaller keyboard, some TTY users with mobile disabilities may prefer to use a Telebraille, regardless of a sight disability or lack thereof.
Captioned telephone
Captioned telephone is a hybrid communication method that enables people who are hard of hearing,
oral deaf or
late–deafened to speak directly to another party on a telephone call. Typically, a
telephone
A telephone is a telecommunications device that permits two or more users to conduct a conversation when they are too far apart to be easily heard directly. A telephone converts sound, typically and most efficiently the human voice, into e ...
that displays real-time captions of what the hearing party speaks during a conversation. The captions are displayed on a screen embedded in the telephone base. A captioned telephone can also function exactly like a VCO when the user switches the device to VCO mode to do things like communicate with an HCO user directly, without relay. Captioned telephone services can be provided in traditional telephone environments as well as in VOIP environments.
Captions are created by a communications assistant using a computer with voice recognition software. The communications assistant listens to and revoices the hearing party's side of the conversation into the microphone of a headset. A voice recognition program creates the captions and they are sent out to the captioned telephone where they are read by the user.
IP CTS
Prior to 2005, captioned telephone service was only available to people in states that had captioned telephone service as part of their state relay program. In 2005, the
FCC
The Federal Communications Commission (FCC) is an independent agency of the United States federal government that regulates communications by radio, television, wire, satellite, and cable across the United States. The FCC maintains jurisdictio ...
made IP CTS a part of the federally mandated services.
IP CTS Requires an internet connection to deliver the captions to the user. Most also rely on their regular land-line telephone for the audio portion of the call, but some configurations of IP CTS allow the use of VOIP to carry the call audio. IP CTS has allowed captioned telephone service to be provided on smartphones and tablets.
Two–line captioned telephone
Captioned telephone can also be used with two 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 captioned telephone can also be used with other relay services. For example, STS can be used with a 2–Line captioned telephone, for captioned telephone users with speech disabilities. 2–Line captioned telephone is only available to people in states that have 2–Line captioned telephone as part of their relay service or federal employees/contractors and American Indians.
Web-based captioned telephone
Web-based captioned telephone enables telephone calls to be placed with captions, by utilizing the World Wide Web browser window of a computer or smart phone. It is similar to a traditional captioned phone call except the user's own telephone equipment is used, whilst the captions are viewed online instead of in the captioned telephone 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 in the United States can now access the service with a universal number: 711. After the number is dialled, the caller will receive instructions to complete the call to reach deaf callers.
IP/web-based relay services
IP relay services, called Web-based text relay services in Europe, provide functionality similar to
TDD/TTY relay services. Instead of using telephone lines and TDD/TTY devices, they use an Internet connection and software running on computers or smartphones.
When using an IP relay service for an emergency call like
911
911 or 9/11 may refer to:
Dates
* AD 911
* 911 BC
* September 11
** 9/11, the September 11 attacks of 2001
** 11 de Septiembre, Chilean coup d'état in 1973 that outed the democratically elected Salvador Allende
* November 9
Numbers
* 91 ...
or
112 112 may refer to:
*112 (number), the natural number following 111 and preceding 113
*112 (band), an American R&B quartet from Atlanta, Georgia
**112 (album), ''112'' (album), album from the band of the same name
*112 (emergency telephone number), t ...
, the relay operator will ask for the street address, city, and state from which the call is originating. If this information is not provided, the relay operator will be unable to complete the emergency call.
Most IP relay services support
Web browser
A web browser is application software for accessing websites. When a user requests a web page from a particular website, the browser retrieves its files from a web server and then displays the page on the user's screen. Browsers are used o ...
s,
mobile phone apps,
text messaging
Text messaging, or texting, is the act of composing and sending electronic messages, typically consisting of alphabetic and numeric characters, between two or more users of mobile devices, desktops/laptops, or another type of compatible comput ...
,
WAP
WAP or Wap may refer to:
Music
* "WAP" (song), a 2020 song by Cardi B featuring Megan Thee Stallion
Organizations
* Weatherization Assistance Program, for US energy costs
* Western Australia Party, a political party founded in 2016
* Western A ...
,
instant messaging
Instant messaging (IM) technology is a type of online chat allowing real-time text transmission over the Internet or another computer network. Messages are typically transmitted between two or more parties, when each user inputs text and trigge ...
, and
Text over IP
Text over IP (or ToIP) is a means of providing a real-time text (RTT) service that operates over IP-based networks. It complements Voice over IP (VoIP) and Video over IP.
Real-time text is streaming text that is transmitted as it is produced, allo ...
(ToIP). Support for these technologies has enabled many Internet-connected devices to be used with relay services, including desktop and laptop
personal computer
A personal computer (PC) is a multi-purpose microcomputer whose size, capabilities, and price make it feasible for individual use. Personal computers are intended to be operated directly by an end user, rather than by a computer expert or tec ...
s,
mobile phone
A mobile phone, cellular phone, cell phone, cellphone, handphone, hand phone or pocket phone, sometimes shortened to simply mobile, cell, or just phone, is a portable telephone that can make and receive calls over a radio frequency link whi ...
s, and
PDAs.
Video relay service
Video relay service (VRS) allows people who use
sign language
Sign languages (also known as signed languages) are languages that use the visual-manual modality to convey meaning, instead of spoken words. Sign languages are expressed through manual articulation in combination with non-manual markers. Sign l ...
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-disabled person's signs to a hearing person and sign the hearing person's words to the deaf, hard-of-hearing or speech-impaired person.
Video remote interpreting
Video Remote Interpreting (VRI) allows deaf or hard-of-hearing people who use sign language to communicate with hearing people in the same room. VRI addresses one limitation to VRS, which is that VRS cannot be used if the hearing person is in the same room with the deaf or hard-of-hearing person. VRI has proven to be useful for deaf or hard-of-hearing people in business meetings, doctor appointments, minor surgical procedures, and court proceedings.
Accessibility
In
Canada
Canada is a country in North America. Its ten provinces and three territories extend from the Atlantic Ocean to the Pacific Ocean and northward into the Arctic Ocean, covering over , making it the world's second-largest country by tot ...
and the
United States
The United States of America (U.S.A. or USA), commonly known as the United States (U.S. or US) or America, is a country primarily located in North America. It consists of 50 states, a federal district, five major unincorporated territori ...
, the telephone number 711 is used for the Telecommunications Relay Service.
In the U.S., every
phone company
A telephone company, also known as a telco, telephone service provider, or telecommunications operator, is a kind of communications service provider (CSP), more precisely a telecommunications service provider (TSP), that provides telecommunicat ...
is required to connect persons who dial 711 to a TRS
call center from a working number. In July 2007, the
Federal Communications Commission
The Federal Communications Commission (FCC) is an independent agency of the United States federal government that regulates communications by radio, television, wire, satellite, and cable across the United States. The FCC maintains jurisdicti ...
ruled that the 711 requirement extended to
VOIP
Voice over Internet Protocol (VoIP), also called IP telephony, is a method and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. The terms Internet t ...
telephony
Telephony ( ) is the field of technology involving the development, application, and deployment of telecommunication services for the purpose of electronic transmission of voice, fax, or data, between distant parties. The history of telephony is i ...
.
Anyone can use 711; it is not limited to those who are deaf, hard of hearing, or speech impaired. As such, it has been used by those without hearing or speech disabilities to make long-distance calls free of charge with TRS providers who do not bill for them. Providers defend this as a necessary evil to maintain "transparency", which is the belief that the operator and the mechanics of relay should generally go as unnoticed as possible in the call. This requires that TRS be as easy to use as normal telephones, which do not require their users to verify anything. 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
MSNBC
MSNBC (originally the Microsoft National Broadcasting Company) is an American news-based pay television cable channel. It is owned by NBCUniversala subsidiary of Comcast. Headquartered in New York City, it provides news coverage and politi ...
, and several newspapers, including the ''
Baltimore City Paper
''Baltimore City Paper'' was a free alternative weekly newspaper published in Baltimore, Maryland, founded in 1977 by Russ Smith and Alan Hirsch. The most recent owner was the Baltimore Sun Media Group, which purchased the paper in 2014 from ...
'', 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. Most businesses legally cannot have relay calls
blocked due to the need for legitimate users to be accommodated, although businesses that are repeatedly victimized by pranks and/or scams often stop trusting relay calls or hang up on them because it is difficult to distinguish legitimate users from illegitimate ones; this is another way that the abusers of the service ultimately victimize the legitimate users, in addition to tying up the service from them.
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.
In March 2012, the United States federal government announced a lawsuit against AT&T. The specific accusations state that
AT&T
AT&T Inc. is an American multinational telecommunications holding company headquartered at Whitacre Tower in Downtown Dallas, Texas. It is the world's largest telecommunications company by revenue and the third largest provider of mobile te ...
"violated the False Claims Act by facilitating and seeking federal payment for IP Relay calls by international callers who were ineligible for the service and sought to use it for fraudulent purposes. The complaint alleges that, out of fears that fraudulent call volume would drop after the registration deadline, AT&T knowingly adopted a non-compliant registration system that did not verify whether the user was located within the United States. The complaint further contends that AT&T continued to employ this system even with the knowledge that it facilitated use of IP Relay by fraudulent foreign callers, which accounted for up to 95 percent of AT&T’s call volume. The government’s complaint alleges that AT&T improperly billed the TRS Fund for reimbursement of these calls and received millions of dollars in federal payments as a result."
See also
*
Communication assistance in Israel
*
Relay (disambiguation)
*
Telecommunications device for the deaf
A telecommunications device for the deaf (TDD) is a teleprinter, an electronic device for text communication over a telephone line, that is designed for use by persons with hearing or speech difficulties. Other names for the device include t ...
*
Text-to-9-1-1
Text-to-911 is a technology that enables emergency call takers to receive text messages. Its use is encouraged for people with hearing impairment or who have trouble speaking; it can also be used for situations when it is too dangerous to call. Te ...
References
External links
CapTel"Hamilton WebCapTel" - February 9th, 2009"Sprint WebCapTel" - February 9th, 2009
{{Telecommunications
Assistive technology
Telephone services
Deafness
Telecommunication services