Transcript TEXTNET In Detail

Advanced
TTY & Text
Telecommunication Service
to Ensure
Accessible Communications
7/17/2015
Purpose
To Help Government and the Business sector
–
–
–
–
Ensure full telecommunications accessibility to the deaf,
deafened and hard of hearing community and those with
speech difficulties
Improve internal staff efficiencies
Comply with the Canadian Human Rights Commission.
In Ontario the AODA is designed to alleviate barriers
faced by all individuals with disabilities
Avoid challenges & potential legal actions due to noncompliance issues
7/17/2015
What is a TTY?
A TTY is a special
communications device
used by people who are
deaf, deafened, hard of
hearing or those with
speech difficulties.
TTY users type and
read conversations that
would otherwise be
done by speaking &
hearing.
7/17/2015
Issues with TTYs
•
Require analog telephone lines
•
Require staff training in TTY use
•
Require TTY device at each point of contact
•
Require BRS or TTY to TTY communication
•
Minimal automated features
7/17/2015
Issues with Relay Services
•
Automated voice menu systems are
inaccessible to relay calls
•
Takes 3-5 times longer to complete calls
•
Affords callers little perceived privacy
•
Decreases staff productivity
•
Ties up phone lines
7/17/2015
Changes in Technology
•
Digital telephone systems
–
Voice menu system
–
Automated Attendant & Interactive Voice
Response (IVR) Systems
•
Personal computers on nearly every desk
•
Data networking – LANS & WANS
•
The Internet
7/17/2015
Disadvantages for Deaf,
Deafened or Hard of
Hearing using a TTY.
•
Cannot access auto voice menu options
•
Using a relay operator takes longer
•
Privacy and confidentiality may be
compromised
•
Communication access not always equal
7/17/2015
What Are the Laws?
•
The Canadian Human Rights Commission
currently oversees Accessibility Standards,
but the provinces are reviewing their own
needs. Ontario for example has enacted the
AODA.
7/17/2015
Americans with Disabilities Act
Title II: Nondiscrimination on the Basis of
Disability
in State and Local Government Services
“…. public entities should not rely heavily on the
establishment of relay services. While relay
services would be of vast benefit to both public
entities and individuals who use (TTYs), the relay
services are not sufficient to provide equal
access to all telephone services.”
7/17/2015
What is TEXTNET?
•
TEXTNET is a telephone service that replaces the old
TTYs.
•
It’s a digital, Centrex-like telephone service that
seamlessly integrates the telephone network, the local
data network and the Internet to provide fully accessible
text (TTY) communications.
•
It enables PCs to function like TTYs
•
It enhances an organization’s existing investments in PCs
and other IT equipment
7/17/2015
The Benefits of TEXTNET
•
•
•
•
•
•
Fully accessible telephone communication
Improved customer service
Compliance with accessibility laws
Less risk of legal challenges
Enterprise-wide TTY telephone-based
services
Advanced call management for TTY calls
7/17/2015
The Benefits of TEXTNET
•
Utilizes existing PCs and networks
•
Eliminates the need for desktop-type TTYs
•
Helps improves internal staff efficiencies
•
Increased internal communication options
Easy to install & operate
•
7/17/2015
CANADIAN CUSTOMERS NOW
OFFERING TEXTNET
•
•
•
•
•
•
•
•
GEORGE BROWN COLLEGE
MPAC
CITY OF WINDSOR
WINDSOR 311
ELECTIONS CANADA
CCSQ QUEBEC
CANADIAN CANCER SOCIETY
211 TORONTO
7/17/2015
Some TEXTNET Users In the USA
•
•
•
•
•
•
•
•
•
•
•
•
•
•
7/17/2015
State of Illinois
State of Wisconsin
Chicago Public Schools
Milwaukee Public Schools
Illinois School for the Deaf
Illinois Commission for Deaf & Hard of Hearing
Access Living of Chicago
Moraine Valley Community College
Ohio State University
SBC Special Needs Center
National Assistive Device Center
Village of Arlington Heights, IL
Washburn County, WI
Sony Ericsson Mobile
TEXTNET Telephone Service Provides Equal Access
Your Deaf,
Deafened or Hard
Of Hearing
Community
Member
TTY
device at
any
location
TEXTNET
Web
Your Agency
or
Organization
TEXTNET phone circuit and
routing to/from Internet
PSTN*
Circuit
7/17/2015
*Public Switched Telephone Network
TEXTNET
Central
Office and
Switch
Internet
PC serves as
TTY device
at all
locations
TEXTNET Capabilities
•
•
•
•
•
•
•
•
•
7/17/2015
Provide advanced telephone menu services to TTY
callers
Route calls to any person or department on the
network
Transfer TTY calls
Provide interactive telephone communications
Conference calls
Secure Instant Messages
Advanced messaging & message routing options
Provide automated information services to TTY callers
National and international network calling
System Requirements
•
•
•
•
•
•
Network w/Internet access TCP/IP
No browser required
Workstations running Windows
(95, 98, ME, NT, XP or 2000)
TEXTNET Access Port License(s)
TEXTNET User Account(s)
Ports 2571 and 2510 open outbound to
65.116.86.0/25 in any firewalls
7/17/2015
Taking Incoming TTY Calls
Answer calls at whatever PC you are logged on.
Automated call routing and TTY menu services.
Accept messages from TTY callers and:
•
•
•
•
forward to e-mail
forward to paging
forward to TTY mailbox
forward to an off-site TTY number
Transfer TTY calls to other people or departments.
7/17/2015
Sending Outbound TTY Call
•
Outgoing calls as simple as typing on your PC
•
Calls through the PSTN ( Telephone Network)
•
Calls through the Internet (TOIP)
•
Conference calls to users on the network
7/17/2015
Secure/Encrypted
Network Instant Messaging
•
Send “pop-up” messages to any person or
department on the network
•
Broadcast messages to groups
•
Page from any client computer
•
Decide how your messages should be delivered
7/17/2015
TTY Call Basics
•
When someone calls, a “ring box” as shown below, will
appear on your screen regardless of the application you
are running
•
With a sound card there is an audible ring
•
Optional “network ring” flashing light alert
7/17/2015
TTY Call Basics
•
When calling out to a TTY, you can use the
digital phone book or the “quick dial”
feature
•
You may also call any TEXTNET user
anywhere in the world via the Internet
connectivity
7/17/2015
TTY Call Basics
•
No TTY call ever goes unanswered
•
If a TTY or TEXTNET calls and you are not
available, the caller will always get your
mailbox
•
You choose how your messages are
forwarded
7/17/2015
TTY Call Basics
If a TTY caller or another TEXTNET
user leaves you a message, the “Mail”
icon will light on your toolbar
No Message:
Message:
7/17/2015
TTY Call Basics
To read a new message, you just select
“View” and then “Inbox-Messages”
7/17/2015
TTY Call Basics
•
Each TEXTNET user can choose how his or
her messages should be forwarded
•
Messages can appear in text mail, an e-mail
account, alpha pager, or any other
compatible digital mode
7/17/2015
Advanced Features
You select how you want your messages
forwarded on this screen
7/17/2015
Advanced Features
For the first time ever, Deaf, Deafened, Hard of
Hearing Individuals or those with Speech
Difficulties, can participate in conference calls.
•
Multiple participants on a single text call
•
Any participant may hang up and the call will continue
7/17/2015
Advanced Features
Sample conference call screen:
7/17/2015
Advanced Features
•
You or a caller can create pre-composed
text and send with a “hot key”
•
You can have numerous text blocks at your
fingertips to send to callers
•
You can “cut & paste” information into the
conversation
7/17/2015
Automated TTY Call Handling
Create an “ITR” (Interactive Text Response)
system providing automated services
•
•
•
•
•
•
•
7/17/2015
Send greeting and announcements
After hours and holiday call routing
Basic or advanced telephone menu options
Collect information before transferring to a call taker
Information menus by topic
Take and record messages
Variety of call transfer services
Automated TTY Call Handling
•
Create a call flow script from the drag-anddrop icons in the graphical user interface.
•
Link this call flow script to a particular
phone number, person, department or
organization
7/17/2015
TEXTNET Administration
•
Centralized and remote administration,
security settings and control.
•
Local administrators can be anywhere
in the world as long as they have
Internet access.
7/17/2015
TEXTNET Security
•
All communication between TEXTNET nodes is
encrypted (128 bit AES, or Secure Sockets)
•
TEXTNET traverses firewalls in a very secure manner
•
TEXTNET does not support file transfers or any
Remote Access Server type functions
•
TEXTNET is a telephone system not a data system
7/17/2015
How Much Does It Cost?
•
Like most advanced systems, cost is variable based on
a variety of configuration options and levels of service
•
For small installations, costs are comparable to the
expense of maintaining a single TTY
•
For large installations, very significant savings are
common
•
We can provide your organization with a configuration
and sales quote based on your specific needs and
requirements
7/17/2015
How Much Does It Cost?
Initial System Setup (one-time cost)
Port setup
User setup
$245.00/port
$ 35.00/user
Installation Services (one-time cost)
Based on complexity of customer requirements
Monthly Charges
TEXTNET Access Ports
TEXTNET User Accounts
Additional Toll Free Numbers
$160.00/mo
$ 10.00/mo
$ 10.00/mo
(One toll-free number included with each access port)
Staff Training Available
•
All efforts will be made to maintain stable pricing however prices are subject to change without notice
7/17/2015
The Top 10 Reasons…
1. Ensure fully accessible service delivery to our
Business Community.
2. Comply with the laws mandating communication
accessibility.
3. Avoid costly litigation .
4. Improve internal staff efficiencies and reduce call
hand-offs.
5. Ensure that no incoming call is ignored, lost or
forgotten.
7/17/2015
… for Choosing TEXTNET
6. Realize long term savings in staff and equipment resources.
7. Get more out of your existing IT infrastructure investment.
8. Monthly service costs may be integrated into your budget
with no additional capital cost outlay.
9. Guarantee complete caller confidentiality.
10. No practical alternative exists to achieve truly equal access.
Good Communication = Good Business
7/17/2015