TDI-L eNotes – August 19, 2008
In this issue:
New Ten-Digit Numbering and Emergency Call Handling Procedures for
Internet-Based Telecommunications Relay Services
Beginning on December 31, 2008, persons with hearing and speech
disabilities using Video Relay Service (VRS) or Internet Protocol
Relay (IP Relay) – two forms of Internet-based Telecommunications
Relay Service (TRS) – will be able to obtain ten-digit telephone
numbers. This ten-digit number requirement was adopted by the Federal
Communications Commission (FCC) in conjunction with 9-1-1 call
handling requirements for VRS and IP-Relay providers.
TRS calls made through the traditional telephone network
automatically pass along to the called party signals that help
identify the caller’s location. As a result, relay providers will know
the caller’s location, and can therefore route the call to the
appropriate emergency personnel to respond. This routing is not
currently possible with the Internet-based forms of TRS, because calls
do not pass along location information. The FCC has now adopted rules
to address this situation by requiring VRS and IP Relay providers to
obtain location information from relay users obtaining ten-digit
telephone numbers. The new rules ensure that VRS and IP Relay users
are provided 9-1-1 service that is comparable to the 9-1-1 service
provided to traditional telephone users.
What is Internet-Based TRS?
TRS permits persons with a hearing or a speech disability to access
the telephone system to call voice telephone users. For example, a TRS
user “calls” a relay provider through a text-based device (for
example, a text telephone or TTY) and is connected to a communications
assistant (CA) who, in turn, makes a voice telephone call to the
person the TRS user wishes to call. The CA then speaks to the called
party what the relay user has typed, and types back to the calling
party what the called party says. In this way, the CA “relays” the
call back and forth between the two parties.
With Internet-based TRS, calls are made via the Internet and an
IP-enabled device, rather than the telephone network. The two most
commonly used forms of Internet-based TRS are VRS and IP Relay. A
third type of Internet-based TRS, IP Captioned Telephone Service (IP
CTS), is not subject to the new ten-digit numbering and requirements.
Video Relay Service or VRS – This Internet-based form of TRS allows
persons whose primary language is American Sign Language (ASL) to
communicate with the CA in ASL using video conferencing equipment and
a broadband Internet connection. The CA speaks what is signed to the
called party, and signs the called party’s response back to the
caller. For more information about VRS visit:
http://www.fcc.gov/cgb/consumerfacts/videorelay.html
.
Internet Protocol or IP Relay – IP Relay allows a person to
communicate in text using an IP-enabled device (such as a personal
computer) and the Internet, rather than a TTY and the public switched
telephone network. For more information about IP Relay visit:
http://www.fcc.gov/cgb/consumerfacts/iprelay.html
.
IP Captioned Telephone Service or CTS – IP CTS allows a person who
can speak and who has some residual hearing to simultaneously listen
to what is said over the telephone and read captions of what the other
person is saying. An Internet connection carries the captions between
the relay provider and the user. For more information about IP CTS
visit: http://www.fcc.gov/cgb/consumerfacts/ipcaptioned.html
.
Benefits of Ten-Digit Numbers
Beginning December 31, 2008, VRS and IP Relay users will be able to
obtain ten-digit telephone numbers by registering with a VRS or IP
Relay provider (their “default” provider). With a ten-digit number,
VRS and IP Relay users will be able to:
make an emergency call through a VRS or IP Relay provider and have
the call, along with the ten-digit number and location information,
automatically routed to the appropriate emergency personnel, so that
they can be dispatched to respond to the emergency.
receive a call from a voice telephone user when the caller dials the
VRS or IP Relay user’s ten-digit telephone number. (The caller does
not need to know the VRS or IP Relay user’s IP address to make the
call.)
make a call directly to, or receive a call directly from, another
person using VRS or IP Relay equipment by dialing a ten-digit number.
VRS or IP Relay users will be able to change default relay providers
at any time, and keep the same telephone number. Providers cannot
impose any restrictions or conditions when users request that their
number be ported to a new default provider. For more information on
local number portability, see the FCC’s consumer fact sheet at
http://www.fcc.gov/cgb/consumerfacts/numbport.html
. In addition, consumers can place a call through any provider (such
as a provider other than the default provider), by using a
“dial-around” code.
New Emergency Call Handling Procedures
The FCC’s new rules require VRS and IP Relay providers to:
obtain from their users the physical location at which the service
will first be used when the users register for ten-digit numbers;
give users an easy way to update their location information if it
changes, without cost or additional equipment;
route all emergency calls to the appropriate emergency personnel and
transmit the call-back number and registered location of the caller,
the name of the VRS or IP Relay provider, and the identification
number of the VRS or IP Relay provider’s CA;
publish a summary of these new procedures, emphasizing the need to
keep location information updated, on their Web sites and in any
promotional materials addressing emergency call handling; and
obtain and keep records of affirmative acknowledgment from their
registered users that they have received and understood the provider’s
summary.
Interim Emergency Call Handling Procedures
Until these new procedures take effect on December 31, 2008, the FCC
has adopted interim procedures that require all Internet-based TRS
providers, including IP CTS providers, at a minimum, to automatically
and immediately transfer an emergency call to the appropriate
emergency personnel or assure that appropriate personnel are notified
of the emergency.
NOTE: For IP CTS, the interim procedures will continue until current
technical limitations are resolved. IP CTS providers are not required
to provide ten-digit numbers or automatically pass location
information to emergency personnel.
The interim procedures require Internet-based TRS providers to:
prioritize incoming emergency calls over non-emergency calls;
request the caller’s name and location at the beginning of the
emergency call process for Internet-based TRS callers to update their
location information;
deliver to emergency personnel at the beginning of the outbound link
of the call, at a minimum, the name of the Internet-based TRS user and
location of the emergency, the name of the provider, the CA’s callback
and identification numbers; and
reestablish contact between the caller and the emergency personnel or
other authority if either or both legs of the call are disconnected.
Finally, until December 31, 2008, an Internet-based TRS provider must
include an advisory on its Web site or in any promotional materials
explaining any circumstances in which handling of Internet-based TRS
emergency calls may be limited compared to handling of traditional
voice service emergency calls.
Emergency Calling Tips for VRS and IP Relay Users
Make sure you are familiar with your provider’s procedures for
updating your registered physical location, and promptly update the
information if it changes.
Know any limitations of your service, and have a plan for making
emergency calls in the event of a power or Internet outage. You may
want to keep a TTY and a traditional phone line, or install a backup
power supply . Dialing 9-1-1 from a TTY or
traditional phone remains the most reliable and fastest method of
reaching emergency personnel.
Inform children, babysitters, and visitors about using your TRS
service and any limitations on placing emergency calls.
Filing a Complaint with the FCC
If you have a problem completing a 9-1-1 call using an Internet-based
TRS provider, notify the provider. You can also file a complaint with
the FCC. There is no charge for filing a complaint. The easiest way to
file your complaint is to go to the FCC’s on-line complaint forms
found on the FCC Web site at http://esupport.fcc.gov/complaints.htm
. You will be asked a series of questions that will take you to the
correct form and section of the form for providing all of the
information the FCC needs to process your complaint. You can also file
your complaint with the FCC’s Consumer Center by emailing
[email protected]
; calling 1-888-CALL-FCC (1-888-225-5322) voice or 1-888-TELL-FCC
(1-888-835-5322) TTY; faxing 1-866-418-0232; or writing to:
Federal Communications Commission
Consumer & Governmental Affairs Bureau
Consumer Inquiries and Complaints Division
445 12th Street, SW
Washington, DC 20554.
What to Include in Your Complaint
The best way to provide all the information the FCC needs to process
your complaint is to complete fully the on-line complaint form. If you
do not use the on-line complaint form, your complaint, at a minimum,
should indicate:
your name, address, email address, and phone number where you can be
reached;
whether you are filing a complaint on behalf of another party, and if
so, the party’s name, address, email address, day time phone number,
and your relationship to the party;
preferred format or method of response (letter, fax, voice phone
call, email, TRS, TTY, ASCII text, audio recording, or Braille);
that your complaint is about TRS;
the name, address, and telephone number (if known) of the company or
companies involved with your complaint; and
a brief description of your complaint and the resolution you are
seeking, and a full description of the equipment or service you are
complaining about, including date of purchase, use, or attempt to use.
For More Information
For more information about TRS, VRS, IP Relay, or IP CTS, or to learn
more about FCC programs to promote access to telecommunications
services for people with disabilities, visit the FCC’s Disability
Rights Office Web site at http://www.fcc.gov/cgb/dro
. For information about other telecommunications issues, visit the
FCC’s Consumer & Governmental Affairs Bureau Web site at
http://www.fcc.gov/cgb
, or contact the FCC’s Consumer Center using the information provided
for filing a complaint.
For this or any other consumer publication in an accessible format
(electronic ASCII text, Braille, large print, or audio) please write
or call us at the address or phone number below, or send an e-mail to
[email protected]
.
To receive information on this and other FCC consumer topics through
the Commission’s electronic subscriber service, visit
http://www.fcc.gov/cgb/contacts/
.
This document is for consumer education purposes only and is not
intended to affect any proceeding or cases involving this subject
matter or related issues.
Adapted from FCC Consumer Advisory at:
http://www.fcc.gov/cgb/consumerfacts/trstendigit.html
08/18/08
Federal Communications Commission
Consumer & Governmental Affairs Bureau
445 12th St. S.W.
Washington, DC 20554
1-888-CALL-FCC (1-888-225-5322)
TTY: 1-888-TELL-FCC (1-888-835-5322)
Fax: 1-866-418-0232
http://www.fcc.gov/cgb/
# # #
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.
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