Assistive Technology:
Common TTY Systems Used in Arizona

What is a TTY?  

A TTY is a device that allows telephone communication between persons who are deaf, hard of hearing or who cannot speak. Conversations are typed back and forth with text displayed on a visual screen (and frequently printed on paper).

Four Types of TTY  

• TTY using telephone coupler

• Direct Connect TTY

• Desktop PC with NexTalk-VM software

• Networked computer using NXi software

Online links to pictures and screenshots of these systems

• TTY using telephone coupler

• Direct Connect TTY

• Desktop PC with NexTalk-VM software

• Networked computer using NXi software

General Etiquette  

Accept TTY calls in the order that all calls come into the office. Identify yourself with your name when you answer the call. If you need to put a TTY call on hold, explain to the person why they are on hold and let them know if it will be brief or a longer period of time. When you take the person off hold, identify yourself again so they know who took them off hold and is speaking. Type “GA” to alert the person when it is their turn to type. End the conversation using “GA or SK” to allow the person to respond with any last messages before disconnection. Keep a handout of TTY abbreviations near the TTY.

GA = “go ahead”
SK = stop keying
GA to SK = “ready to hang up”
SKSK = hanging up now
Q or QQ = question
XX= misspelled last word
Smile = just told a joke - smile

Use of the Arizona Relay Service

The Arizona Relay Service uses live operators to translate conversations between callers who use the telephone and callers who use a TTY. There is no fee for this service and it is available 24 hours per day. Please see brochure for additional information.

• 1-800-367-8939 (TTY/VCO/ASCII)

• 1-800-842-4681 (Voice)

• 1-800-842-2088 (Spanish – TTY/Voice)

• 1-800-842-6520 (Speech to Speech)

• Arizona Relay Service New Number: 711

Using TTY’s in RSA

1. “Coupler Style” TTY for use with Standard Telephone, Tips, and Techniques To Answer Calls :

• Answer standard phone – if tones or silence is heard, assume the call is a TTY call

• and turn on the TTY power switch

• Position telephone handset in coupler from left to right – handset ear piece should

• be in the right side coupler of the TTY

• Converse with caller using standard TTY protocols, identifying yourself to the

• caller, using GA and SK appropriately, etc.

• If call needs to be transferred, inform the caller that this is taking place and transfer call as one normally would for that particular phone system

To Make Calls :

• Turn on TTY

• Dial TTY or Relay Service phone number including extension if needed

• Position telephone handset as described above

• Converse with caller using standard TTY protocols, identifying yourself to the caller, using GA and SK appropriately, etc.

Advantages

1. uses standard phones – analog or digital

2. the phone connection is made quickly (however, after the connection is made, the
   handset must be quickly and accurately positioned on the TTY couplers)

3. phone transfers are standard as for all phones on system

Disadvantages

1. very sensitive to environmental noises

2. phone receiver must be positioned very accurately

3. does not support text messaging if phone is not answered

4. special thermal paper must be used to print text

ORDERING THERMAL PAPER FOR TTY :

Phoenix :

Tucson :

Local :

Out of State :

Ameriphone v: 1-800-874-3005 tty: 1-800-772-2889

HITEC v/tty: 1-800-288-8303

Ultratec, Inc. v/tty: 608-238-5400

2. Direct Connect TTY

Ultratec Superprint 4425 or 4425T

To Answer Calls :

• Light will flash to indicate there is an incoming call

• Interrupt Auto-answer by pressing ESC

• Press Ctrl + 4 to send greeting

• Wait for the caller to type “GA” before responding

• Converse using standard TTY etiquette

• Press Ctrl + 2 to hang up after SKSK

• Press Ctrl + + to re-set Auto Answer or TTY will chirp incessantly!

To Make Calls :

• Press escape to turn off Auto-Answer

• Press Ctrl + 1 to dial number; remember to dial for outside line if necessary

• Wait for person to answer

• Converse using standard TTY etiquette

• Press Ctrl + 2 to hang up after SKSK

• Press Ctrl + + to re-set Auto Answer or TTY will chirp incessantly!

To Change AutoAnswer and Greeting messages :

• Press Ctrl + 6 (memo) to change greetings – follow instructions on screen

• Save the new message

• Test the new message from another TTY to verify accuracy!

To Order Thermal Paper :
See instructions on previous page

1. supports text messaging if the TTY is not answered

2. can automatically send an initial outgoing message to save stress and energy when answering calls

3. phone connection time is very quick

4. user may have a personal TTY phone number in addition to utilizing an analog extension on the existing phone system. The advantage is that calls may be transferred to any TTY through the phone system

Disadvantages

1. 1. requires learning to use control + relevant keys to dial, retrieve messages, initiate sending the automatic initial outgoing message, program outgoing messages, etc.

2. tiny paper read out

3. call transfers are possible but user must learn how to transfer calls

4. special thermal paper must be used to print text

5. requires analog line and/or analog extension through the phone system

6. requires additional hardware for auditory tone and/or brighter light indicator for incoming calls

3. NexTalk-VM software with modem

To Answer Calls :

• An animated telephone icon will appear on screen and computer sounds heard when TTY is ringing

• Use mouse to click on the “ANSWER” button (not the picture of the phone)

• If message is scrambled, press TAB while transmitting and/or highlight scrambled

• text and press Control + U (to “unscramble”)

• An auto greeting will be sent to the caller so just wait for a response. Wait for the “GA” before responding

• Converse using standard TTY etiquette

• Use the mouse to click on “HANG UP” after typing the final “sksk”

• Use the mouse to select whether to save or not save the message

• Minimize NexTalk-VM window if desired

To MakeCalls:

• Use mouse to click on “DIAL”

• Type the phone number and click “OK” or press “ENTER”

To Read Messages :

• Click on “VIEWER” button or select “View/Conversations and Messages” from Menu Bar

• Read messages and save or delete as desired

  
  

To Change AutoAnswer and Greeting messages :

• Select “SETTINGS” then “PREFERENCES” from the Menu Bar using the mouse or by pressing “Alt” then “S”

• then “P”

• Click or use tab and arrows to select “Answering Machine” or “Incoming Calls”

• Type text as desired in either “Take Message Greeting” or “Answer Greeting”.

• Be sure the Answering Machine box is checked!

  
  

Advantages

1. supports text messaging if the TTY is not answered (a very big advantage)

2. can automatically send an initial outgoing message to save stress and energy when
   answering calls

3. numerous ergonomic supports may be configured into the computer system

4. user may have a personal TTY phone number in addition to utilizing an analog
   extension on the existing phone system. The advantage to this is that calls may be
   transferred to any TTY through the phone system

5. has extensive options for personal phone directories

6. uses standard PC printer for printing conversations

Disadvantages

1. requires learning to use the software (however, the software is easy to use for
   computer users)

2. the initial connection of each call is slower than with standard TTY machines

3. call transfers are possible but user must learn how to transfer calls utilizing
   analog phone plugged into the TTY compatible modem

4. requires analog line and/or analog extension through the phone syste m

4. Nxi Text Services with NexTalk for Networks

To Answer Calls :

• An animated telephone icon will appear on screen and computer sounds heard when TTY is ringing

• Use mouse to click on the "ANSWER" button (not the picture of the phone)

• An auto greeting will be sent to the caller, so just wait for a response. Wait for the "GA” before responding

• Converse using standard TTY etiquette

• Use the mouse to click on "HANG UP" after typing the final "SKSK"

• Use the mouse to select whether to save or not save the message

• You may close the NXI box; the software will boot w/incoming call

To Make Calls :

• Use mouse to click on "DIAL"

• Type the phone number and click "OK" or press "ENTER"

To Read Messages :

• Click on "VIEWER" button or select "View/Conversations and Messages" from Menu Bar

• Read messages and save or delete as desired

To Change local workstation ("network client")

AutoAnswer and Greeting messages :

• Select "SETTINGS" then "PREFERENCES" from the Menu Bar using the mouse or by pressing "Alt" then "S" then "P"

• Click or use tab and arrows to select "Answering Machine" or "Incoming Calls"

• Type text as desired in either "Take Message Greeting" or "Answer Greeting".

• Be sure the Answering Machine box is checked!

Advantages

1. supports automated call routing for TTY calls

2. has numerous messaging options

3. supports automated information giving options

4. can automatically send an initial outgoing message to save stress and energy when
   answering calls

5. ergonomic supports may be configured into the computer system

6. has extensive options for personal phone directories

7. supports internal text call conferencing

Disadvantages

1. requires learning to use the software (however, the software is fairly easy to use
   for computer users)

2. quick answer rate depending on initial outgoing message

3. call transfers are possible but user must learn how to transfer calls

4. requires a server with at least a peer to peer network with analog lines very specifically configured for
   the system’s use

5. requires intermittent servicing i.e. rebooting server by local office or local tech staff

6. requires intermittent review of outgoing call flow script by an outside DES consultant

ADDITIONAL TIPS AND GENERAL CONSIDERATIONS

GA

When you want the other person to respond, or the other person wishes for you to respond; use the code, “GA” for “Go Ahead”

GA or SK

When you are about to hang up, type “GA OR SK” after a social “bye” or other conversation ending greeting. This allows the other person to say any last thoughts before ending the conversation.

Q or QQ

Q is the preferred symbol for “?” because it is easier to type on a TTY

OTHER ABBREVIATIONS :

GA to SK ready to hang up

OIC oh, I see

OPR operator

PLS please

Q question mark

R are

CUZ because

HD hold

SHD should

THX thanks

NBR number

TMW tomorrow

U you

UR your

CUL see you later

MTG meeting

CD could

SKSK hanging up now

RESOURCES

RSA Tech Support: Region/Deaf and Hard of Hearing Specialists and PC/AT Specialist

Region 1

Rebecca Bailey tty. 602-266-9529

Bill Prentiss, Richard Steele v. 602-266-6752 tty. 602-241-1048

Region 2

Sharon Schira-Layton v. 520-629-0225 tty. 520-629-0225

Greg Swanson v. 520-628-6810

Bea Shapiro v. 520-629-0225 cell: 520-444-7257

Region 3

none

Sean Kugler v. 520-779-4147 tty. same

Statewide

Christine Fuller v. 602-542-0077 tty.602-542-6049

Sue LeHew v. 602-542-2171 tty. 602-542-6049

Tech Support :

Superprint 4425/4425T: Ultratec 608-238-5400 (voice/TTY)

NexTalk-VM and NTS TTY software products:

NXI Communications 801-466-1258 (voice/TTY)

Web Sites/Agencies Serving Deaf and Hard of Hearing :

• Arizona Commission for the Deaf and the Hard of Hearing: http://acdhh.org

• Arizona Relay Service: www.az relay.org

• Arizona State Schools for the Deaf and the Blind: www.asdb.state.az.us

• Email for Adult Loss of Hearing Association: aloha200 1 @eart hlink.net

• Email for Valley Center of the Deaf: vcdddp@aol.com