The following handout contains directions for making a variety of phone calls using TTY and the Internet. The first section covers information from the Arizona Relay Service, taken from the website http://www.azrelay.org
Sections of this handout that are particularly helpful are linked through this Word document as bookmarks. Use the bookmark anchor to take you directly to the section desired. Click on the link below while typing “Control”.
BJ Bolender, ACBVI Inc. 8/16/04 bjbolender@acbvi.org
Beginning with its inception in the late 1970’s, the Arizona Relay Service has provided telephone access between TTY users and the community at large. Since then, the service has evolved from a “one volunteer, one TTY and one telephone” operation to its current level of professional and technological sophistication, and regulatory and administrative oversight.
On April 9, 1985 , the State of Arizona enacted A.R.S. 36-1947, Telecommunication devices for the deaf and the hearing and speech impaired, establishing an equipment distribution program and a dual party relay service. The statute also authorized the Arizona Council for the Deaf (now the Arizona Commission for the Deaf and the Hard of Hearing) to administer both the equipment distribution and relay service programs. Title IV of the Americans with Disabilities Act of 1990 required states to provide relay service beginning July 26, 1993 , coinciding with the first Arizona Relay Service contract between the State of Arizona and MCI.
The ADA also authorized the Federal Communications Commission (FCC) to establish minimum standards for the provision of TRS, to oversee the state relay service programs, and to certify states for the provision of relay services. To remain FCC-certified, states must demonstrate that their relay programs are in compliance with all of the FCC minimum standards.
The FCC minimum standards established in 1993 included speed of answer (85% of calls must be answered within 10 seconds), Communication Assistant typing speed (minimum of 45 words per minute) and service provision (no limits on length of call or number of sequential calls). Subsequent decisions by the FCC established new rules or amended existing rules. Examples of these new or amended rules include: increasing the minimum typing speed requirement to 60 words per minute, requiring that relay providers electronically capture recorded messages and enhance their ability to handle and process emergency calls, establishing nationwide 7-1-1 access to relay service, recognizing Internet Relay as an enhanced TRS, and requiring call release, speed dialing, and three-way calling capability. MCI is fully compliant with all FCC minimum standards.
MCI operates Arizona Relay Service 24 hours per day, seven days a week. During peak hours, calls are handled from the relay center in Chandler , and during non-peak hours from the relay center in Riverbank, California . Speech-to-Speech (STS) and Spanish calls are also handled from the relay center in Riverbank.
The Arizona Relay Service is funded by a surcharge on all Arizona ratepayers’ telephone statements and administered by the Arizona Commission for the Deaf and the Hard of Hearing.
This executive summary provides an analysis of Arizona Relay Service usage and trends, and a description of major relay developments for the period July 1, 2002 through June 30, 2003 .
A total of 889,764 incoming Arizona Relay Service calls were handled during this report period, for an average incoming call volume per month of 74,147 calls. Approximately 69% of all incoming calls were initiated via TTY, ASCII, Voice Carry Over (VCO), and Hearing Carry Over (HCO). Voice-originated calls comprised the remaining 31% of the incoming call volume.
Of the 940,913 outgoing calls made during this report period, 684,394 (approximately 73%) were completed. Of the completed outgoing calls, approximately 81% were local, 3% were Intrastate, 4% were Interstate and International, and 13% were to 800 numbers. The Arizona Relay Service contract requires that incoming calls be answered within 3.3 seconds, with 85% answered within 10 seconds. On the average, incoming calls during this reporting period were answered at a speed of approximately 0.7 seconds, with 97% answered within ten seconds.
Operators must demonstrate a typing speed of at least 60 words per minute using an oral to typed test. Each month, MCI provides the ACDHH a report of the typing speed of new Operators and re-test results at six-month intervals. Operator schedules are formulated using historic calling patterns and trends based on the time of day and day of week. Each month, MCI provides the ACDHH a monthly report of periodic staffing levels by day of the week.
Outreach and educational activities are conducted to inform the general public about the Arizona Relay Service, and to interact with relay users to obtain their input and feedback. This document includes a summary of major outreach and education activities conducted during this report period.
A total of 5,433 customer service contacts were documented this report period. Of these contacts, approximately 94% were information requests. Customer Service agents handle, document, and follow up with all contacts in a timely manner. The expectation for speed of answer for incoming customer service calls is less than 10 seconds. On the average, incoming calls to AZRS Customer Service were answered at a speed of 4.8 seconds.
Incoming AZRS call volume has consistently declined month-over-month between July 1, 2002 and June 30, 2003 . Several factors, including those identified below, contributed to this phenomenon.
During this reporting period there has been a continued proliferation in the use of E-mail and Instant Messaging for text-based communication. This has impacted the use of Arizona Relay Service to some extent.
During this report period there has been an increase in the number and types of pager and other two-way communication devices, including newer devices with Instant Messaging capability. This has impacted the use of Arizona Relay Service to some extent.
On April 22, 2002, in response to WorldCom’s Petition for Clarification filed on December 22, 2000 requesting that the FCC clarify that IP Relay is an improved TRS and therefore eligible for reimbursement from the Interstate Fund administered by the National Exchange Carrier Association (NECA) for all costs of providing IP Relay services, the FCC ruled that IP Relay does fall within the statutory definition of TRS and is therefore eligible for reimbursement. Since then, all of the major TRS providers have implemented and widely marketed Internet-based relay service. This has contributed significantly to the decline in the use of Arizona Relay Service.
On March 6, 2000 the FCC released its Improved TRS Order permitting the recovery of Video Relay Service costs through the Interstate Fund administered by NECA. The reimbursement rate for VRS in 2001 to 2002 was $9.614. In 2002 to 2003, the rate was increased to $17.044. With this monetary incentive, currently all of the major TRS providers are offering and aggressively marketing VRS. This has contributed to the decline in the use of Arizona Relay Service.
The FCC oversees the provision of relay service in each state and issues certification to states that demonstrate compliance with FCC minimum standards, allowing those states to continue providing relay service. Certification must be renewed every five (5) years. The State certification cycle ended July 25, 2003 . MCI provided assistance to the ACDHH in submitting re-certification application for Arizona , which was approved by the FCC. ACDHH certification is valid through July 25, 2008 .
On June 17, 2003 the FCC released its Second Report and Order, Order on Reconsideration, and Notice of Proposed Rulemaking. This document modified and added mandatory minimum standards for the provision of state relay services. The changes mandated by this Order include the following requirements of TRS providers:
number would be delivered; and,
AZRS is available in English, Spanish, and Spanish-to-English through the following calling protocols, including combinations thereof (with the exception of text-to-text and voice-to-voice – other than Speech-to-Speech):
Relay calls initiated by individuals who use a text telephone device (e.g., a TTY or similar device able to send and receive Baudot or ASCII) to call a standard telephone user. Operators vocalize what the text device user types, and type what the telephone user says.
Relay calls initiated by individuals who use a standard telephone to call a text device user. Operators type what the telephone user says, and vocalize what the text device user types.
Relay calls initiated by individuals who use a text telephone device for text-based receptive communication, and use their own voice for expressive communication, to call a standard telephone user. The VCO user speaks directly to the telephone user and the Operator types what the telephone user says.
Relay calls initiated by a VCO user in which the VCO user calls into the Arizona Relay Service on one line, provides the Operator with a second line number at the VCO user’s location. The VCO user conferences both the Operator and the standard telephone user on that second line. The Operator types what the telephone user says and the 2LVCO user speaks directly to the telephone user. This eliminates the need for using “GA” for “turn-taking” and results in a more natural conversation.
Relay calls initiated by individuals who hear normally for receptive telephone communication, but use a text telephone device for expressive communication in calling standard telephone users. The Operator vocalizes what the HCO user types, and the standard telephone user speaks directly with the HCO user.
Relay calls initiated by an HCO user in which the HCO user calls into the Arizona Relay Service on one line, provides the Operator with a second line number at the HCO user’s location. The HCO user conferences both the Operator and the standard telephone user on that second line. The Operator vocalizes what the HCO user types and the telephone user speaks directly to the HCO user. This eliminates the need for using “GA” for “turn-taking” and results in a more natural conversation.
Relay calls initiated by individuals who hear normally for receptive telephone communication, but have a speech disability and rely on a specially trained operator to facilitate expressive communication in calling standard telephone users. The Operator remains on the line and re-voices, as needed, what the STS user says, and the standard telephone user speaks directly to the STS user.
The objectives of Arizona Relay Service outreach and education include:
-Informing the general public about the service
-Informing “non-traditional” users (hard of hearing, late deafened, and speech-disabled, and Spanish-speaking people about the service
-Interacting with relay users to obtain their feedback and suggestions
-Outreach and education activities include giving presentations, literature dissemination, participation in trade shows and Town Hall meetings, and ad placements.
Some of your potential customers are deaf, hard-of hearing, and/or speech-disabled, making communication via the telephone difficult. Difficult, but not impossible. AZRS is the essential communication tool needed to expand your business relationships. With the help of a Relay Operator (OPR), AZRS users can call your office, store, or restaurant. For example, Li, who is deaf, wants to make an appointment with you. She has a text telephone (TTY) but you don’t. Li calls AZRS. The OPR is able to see what Li types on the TTY, and Li can see what the OPR types. The OPR calls you on a separate voice line. At that point the OPR acts as an interpreter, reading to you what Li types on the TTY, and typing back your response. Li makes her appointment, and you have gained a customer.
When you receive a call that begins, "This is Arizona Relay Operator 7123 with a relay call. Do you know how to use Relay?" don’t hang up! A potential customer is on the other end of the line. Some people with hearing disabilities may have clear speech and prefer to speak directly to you, in which case the OPR relays only what you say to the deaf or hard-of-hearing person. In other cases, the relay user may have a speech disability. The OPR will re-voice what the speech-disabled user says when you do not understand his/her speech.
You don’t necessarily have to be on the receiving end of this communication tool. You can initiate contact with people who have hearing and/or speech disabilities by calling AZRS directly. With the aid of an OPR, you can talk to potential customers who might otherwise never learn about your products or services. If you currently have customers who have hearing and/or speech disabilities, encourage them to use AZRS to communicate their business needs to you. If you have never placed or received a relay call before, don’t worry. The OPR will explain the procedure and walk you through it.
Relay calls are completely confidential, as mandated by federal and state laws. You can make any relay call with the same confidence and security that you have with calls made directly. Best of all, relay service works just as if you had made the call directly. There is no charge for local calls. The caller only pays applicable toll and long distance charges. To make a call, simply dial the statewide access number: 7-1-1 .
When making a teletypewriter (TTY) call, dial:
1-800-367-8939
An AZRS operator (OPR) will answer like this:
AZRS OPR 4999 (F) NMBR CALLING PLS GA
You answer with the number you want to call, also giving them the extension if necessary:
Pls call 602-555-1234 GA
Pls call 602-555-1234 x345 GA
The operator will then dial the number, informing you of the call process as they connect your call:
DIALING 602-444-1234 RINGING 1... RINGING 2... RINGING 3...
When the call is answered, the operator will begin relaying your call.
The operator will explain AZRS to the other person if they are unfamiliar with the relay service.
HELLO (F) (EXPLAINING RELAY) HELLO THIS IS CHRISTI GA
You call is now connected. The operator will then relay the call between yourself and your party; typing the standard phone user's spoken words to the TTY user and then voicing the TTY user's text back to the standard phone user. Remember to end each exchange with "GA" (Go-Ahead). This is a turn-taking cue that informs both the operator and your party when to respond.
Below are some examples of proper etiquette for TTY calls.
1. When calling TTY users, let the phone ring at least 7 or more times before hanging up. Many deaf and hard of hearing TTY users rely on flashing lights to alert them to ringing phones. Flashers can take longer than sound to attract attention.
2. Callers should identify themselves at the beginning of calls. Any other people who may be watching the conversation also should be identified.
3. Callers should use the standard abbreviations of GA, Q, HD, and SK.
4. Always tell TTY users when calls are going to be put on "hold" or transferred.
5. When TTY users type "Can you read me?" they want to know if the message is clear and without garbled letters and numbers. If the message is garbled, hit the space bar a few times. If this does not clear up the message, both parties should hang up and try the call again.
6. Can I save the TTY paper print-out? If you keep it, you should have the other person's knowledge and consent. This is similar to a hearing person's phone conversation being recorded. Therefore, it may be an unethical invasion of privacy and illegal if the other person doesn't know you're keeping the paper print-out. TTY print-outs may be used as admissible evidence in the courtroom. If there is important information on the print-out such as a date, address or phone #, copy it and then destroy the TTY print-out.
Commonly Used Abbreviations |
|
ABT-About |
ANS-Answer |
ASAP-As soon as possible |
|
ASST-Assistant |
BIZ-Business |
CA-Communication Assistant (Relay Operator) |
CC-Close-captioned |
CD-Could |
CHK-Check |
CMTY-Community |
CN-Can |
COLL-College |
CSTMR--Customer |
CTR--Center |
CUL-See you later |
GA-Go ahead |
GA TO SK-Go ahead if you have more to say but I'm finished |
GOVT-Government |
HAND-Have a nice day |
HD-Hold |
HLTH-Health |
HOH or HH-hard-of-hearing |
HOSP--Hospital |
INFO-Information |
ILY-I love you |
IMPT-important |
|
KIT -Keep in touch |
LK FRWD-Look forward |
LTR-Letter |
LV-Leave |
MIN-Minute |
MSG-Message |
MTG-Meeting |
N-And |
NBR or NU-Number |
|
NP-No Problem |
NOYB-None of your business |
NTID-National Technical Institute for the Deaf |
OIC-Oh I see |
OFC-Office |
OC-Open-captioned |
OPR-Operator |
OXOX-Love and Kisses |
PRGM--Program |
PLS-Please |
PPL-People |
PROB-Problem |
PRO-Professional |
Q-Question |
R-Are |
RD-Read |
REC-Receive |
SCHL-School |
SPEC-Special |
SRVC or SVC or SERV-Service |
SHD -Should |
SK-Stop Keying (end of call) |
SKSK-Hanging Up |
TERP--Interpreter |
THX-Thanks |
TRS-Telecommunications Relay Service |
TY-Thank you |
TMW-Tomorrow |
U-You |
UR -Your |
URS-Yours |
HCO-Hearing Carry Over (Relay Service) |
VCO-Voice Carry Over (Relay Service) |
XX--Error |
When making a standard voice call, dial:
1-800-842-4681
An AZRS operator will answer like this:
" Arizona Relay, OPR 4999. What number are you calling please?"
You answer with the number you want to call, also giving them the extension if necessary:
"Please call Christi at 602-555-1234. Go-Ahead."
"Please call Christi at 602-555-1234 x345 Go-Ahead."
The operator will then dial the number, informing you of the call process as they connect your call:
"Dialing 6-0-2-5-5-5-1-2-3-4. Please hold while I connect your call."
When the call is answered, the operator will begin relaying your call. Note: The operator will explain AZRS, including how to use VCO, to the other person if they are unfamiliar with the service. Also, the operator will speak in the first person, as if they were your caller. Respond as if you were talking directly to your caller.
"Hello this is Christi. Go-Ahead"
You call is now connected.
The operator will then relay the call between yourself and your party; typing the standard phone user's spoken words to the TTY user and then voicing the TTY user's text back to the standard phone user. Remember to end each exchange with "Go Ahead." This is a turn-taking cue that informs both the operator and your party when to respond.
When making an American Standard Code for Information Interchange (ASCII) call, dial:
1-888-842-3372
An AZRS operator (OPR) will answer like this:
AZRS OPR 4999 (F) NMBR CALLING PLS GA
You answer with the number you want to call, also giving them the extension if necessary:
Pls call 602-555-1234 GA
Pls call 602-555-1234 x345 GA
The operator will then dial the number, informing you of the call process as they connect your call:
DIALING 602-444-1234 RINGING 1... RINGING 2... RINGING 3...
When the call is answered, the operator will begin relaying your call.
The operator will explain AZRS to the other person if they are unfamiliar with the relay service.
HELLO (F) (EXPLAINING RELAY) HELLO THIS IS CHRISTI GA
You call is now connected. The operator will then relay the call between yourself and your party; typing the standard phone user's spoken words to the TTY user and then voicing the TTY user's text back to the standard phone user. Remember to end each exchange with "GA" (Go-Ahead). This is a turn-taking cue that informs both the operator and your party when to respond.
Using available computer technology, AZRS users now can dial up a relay operator through the Internet. There are several websites currently offering relay services with varying features:
www.relay.att.com - AT&T
www.hiprelay.com - Hamilton
www.ip-relay.com - MCI
www.sprintrelayonline.com - Sprint
This list is expected to grow quickly over time. If you would like to alert us to a new relay website, contact us at info@acdhh.state.az.us.
ACDHH is not affiliated with any of the above companies and will not forward your comments on their services to the companies.
When making a Voice Carry-Over (VCO) call, dial:
1-800-842-9818
An AZRS operator (OPR) will answer like this:
AZRS OPR 4999 (F) NMBR CALLING PLS GA
Using your voice through a standard handset, you answer with the number you want to call, also giving them the extension if necessary:
Pls call 602-555-1234 Go-Ahead
Pls call 602-555-1234 x345 Go-Ahead
The operator will then dial the number, informing you of the call process as they connect your call:
DIALING 602-444-1234 RINGING 1... RINGING 2... RINGING 3...
When the call is answered, the OPR will begin relaying your call.
The operator will explain AZRS and VCO to the other person if they are unfamiliar with both.
HELLO (F) (EXPLAINING RELAY) HELLO THIS IS CHRISTI GA
You call is now connected. The OPR will then relay the call between yourself and your party; typing the standard phone user's spoken words to the VCO user and allowing the VCO user to reply for themselves, using their own voice, back to the standard phone user. Remember to end each exchange with "Go Ahead." This is a turn-taking cue that informs both the operator and your party when to respond.