Advanced TTY Text Telecommunication Service to Ensure

Advanced TTY & Text Telecommunication Service to Ensure Accessible Communications 3/15/2018

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 3/15/2018

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. 3/15/2018

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 3/15/2018

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 3/15/2018

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 3/15/2018

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 3/15/2018

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. 3/15/2018

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. ” 3/15/2018

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 3/15/2018

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 3/15/2018

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 • • 3/15/2018

CANADIAN CUSTOMERS NOW OFFERING TEXTNET • • GEORGE BROWN COLLEGE MPAC CITY OF WINDSOR 311 ELECTIONS CANADA CCSQ QUEBEC CANADIAN CANCER SOCIETY 211 TORONTO 3/15/2018

Some TEXTNET Users In the USA • • • • 3/15/2018 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 TEXTNET phone circuit and routing to/from Internet PSTN* Circuit 3/15/2018 Switched Telephone Network *Public TEXTNET Central Office and Switch Internet Your Agency or Organization PC serves as TTY device at all locations

TEXTNET Capabilities • • • 3/15/2018 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 3/15/2018

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. 3/15/2018

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 3/15/2018

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 3/15/2018

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 3/15/2018

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 3/15/2018

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 3/15/2018

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: 3/15/2018

TTY Call Basics To read a new message, you just select “View” and then “Inbox-Messages” 3/15/2018

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 3/15/2018

Advanced Features You select how you want your messages forwarded on this screen 3/15/2018

Advanced Features For the first time ever, 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 3/15/2018

Advanced Features Sample conference call screen: 3/15/2018

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 3/15/2018

Automated TTY Call Handling Create an “ITR” (Interactive Text Response) system providing automated services • • 3/15/2018 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 3/15/2018

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. 3/15/2018

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 3/15/2018

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 3/15/2018

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 (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 3/15/2018

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. 3/15/2018

… 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 3/15/2018