Telecommunications relay service
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, hard of hearing, deafblind, or have a speech disorder to place calls to standard telephone users via a keyboard or assistive device. Originally, relay services were designed to be connected through a TDD, teletypewriter or other assistive telephone device. Services gradually have expanded to include almost any real-time text capable technology such as a personal computer, laptop, mobile phone, 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,, Relay Operator, Relay Assistant, or relay 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 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 This mode of communication has largely been superseded by other modes of communications, including the utilization of IP relay, VPs, VRS, and VRI.Voice carry over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 as 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 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 as 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 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. 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 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 or regular keyboard and a refreshable braille display or LVD. 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 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
Internet Protocol Captioned Telephone Service, like other forms of CTS, allows users with some residual hearing, who can speak, to simultaneously listen to the other party and read captions of what the other party in a telephone conversation is saying.IP CTS uses the Internet – rather than the telephone network – to provide the link and captions between the CTS user and the CTS service provider.
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 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.