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Outline

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"Advanced" Advanced TTY & Text Telecommunication Service to Ensure Fully Accessible Communications

Purpose Help schools, hospitals and government agencies: Ensure full telecommunications accessibility to citizens with hearing and speech impediments Improve internal staff efficiencies Comply with federal laws designed to protect individuals with disabilities Avoid challenges due to non-compliance issues

What is a TTY? A TTY is a special communications device used by people who are deaf, severely hard of hearing or speech restricted. TTY users type and read conversations that would otherwise be done by speaking & hearing.

Issues with TTYs Requires an analog telephone line for each TTY Requires recurring staff training in TTY use Requires a TTY device at each point of contact Requires additional human interaction Minimal automated telephone features

Issues with Relay Services

Changes in Technology Digital telephone systems are everywhere Voice menu system Automated Attendant & Interactive Voice Response (IVR) Systems Personal computers are on nearly every desk Data networking – LANS & WANS The Internet

Disadvantages for Citizens with Disabilities Cannot access auto voice menu options Using a relay operator takes longer Privacy and confidentiality compromised Awkward feeling of dependency Communication access not equal

What Are the Laws? Title I, II and III of the Americans with Disabilities Act Section 504 of the Rehabilitation Act of 1973 Section 255 of the Telecommunications Act of 1996 These federal laws mandate that individuals who use TTYs have the right to expect communication options equal to those offered to voice callers.  Government entities are held to an even higher standard of accessibility by these laws and the U.S. Department of Justice.

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 TDD's (TTYs), the relay services are not sufficient to provide equal access to all telephone services.” US Dept of Justice

Americans with Disabilities Act Title II:  Nondiscrimination on the Basis of Disability in State and Local Government Services “First, relay systems do not provide effective access to the increasingly popular automated systems that require the caller to respond by pushing a button on a touch tone phone.” “Second, relay systems cannot operate fast enough to convey messages on answering machines, or to permit a TDD user to leave a recorded message.” US Dept of Justice

Rehabilitation Act of 1973 Section 504 prohibits discrimination on the basis of physical or mental disability (29 U.S.C. Section 794) “No otherwise qualified individual with a disability in the United States . . . shall, solely by reason of her or his disability, be excluded from the participation in, be denied the benefits of, or be subjected to discrimination under any program or activity receiving federal financial assistance . . .”

Federal Communications Commission “TTY users who seek to use telecommunications relay service to access interactive and voice menus may be frequently encountering lengthy delays or are frustrated by their inability to complete calls to schools, banks, employers and other public and private institutions that use these systems.” “Providers of voicemail and interactive menu services and products are reminded of their obligations to take the appropriate measures to ensure that their products and services are accessible to and usable by persons with disabilities.” FCC Report & Order 99-181

Federal Communications Commission Section 504, FCC Compliance Handbook Minimum Standards for TTY Access “When contact telephone numbers are disseminated, both voice and TTY telephone numbers should be included.” “If an individual, branch, or division designated as the Commission's point of contact does not have a TTY number, then the TTY number of their office or division must be used.” “If consumers able to use a standard telephone are given contact numbers that are more specific than the general 1-888-CALL-FCC, then consumers who are deaf and hard of hearing must be given comparably specific contact numbers.”

U.S. Department of Justice ADA Title II: Nondiscrimination on the Basis of Disability in State and Local Government Services “Congress intended the ‘undue burden’ standard in Title II to be significantly higher than the ‘readily achievable’ standard in Title III.” “Thus, although Title II may not require removal of barriers in some cases where removal would be required under Title III, the program access requirement of Title II should enable individuals with disabilities to participate in and benefit from the services, programs, or activities of public entities in all but the most unusual cases.”

It Only Takes One Lawsuit The University of California Berkeley & Davis recently settled accessibility litigation filed on behalf of five deaf individuals The plaintiffs received $50,000 each The plaintiffs’ lawyers received in excess of $1,100,000 In addition to paying their own legal fees, the University has to annually report compliance for the next five years or risk forfeiting millions of dollars in federal funds

What is TEXTNET? TEXTNET is a telephone service that replaces the old TTYs. It’s a digital, client-server telephone service that seamlessly integrates the telephone network, the local data networks 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

TTYs vs. TEXTNET? Traditional TTYs occupy desktop space, use old analog technology, limit access, hinder confidentiality and can be expensive to operate. TEXTNET is a cost effective PC based easy to use digital solution that meets all legal accessibility requirements.

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

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 E-Rate eligible for K-12 schools & libraries

Some TEXTNET Users 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

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TEXTNET Capabilities Provide advanced, digital 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 And more.

System Requirements Network w/Internet access No browser required Workstations running Windows (95, 98, ME, NT, XP or 2000) TEXTNET Access Port License(s) TEXTNET User Account(s)

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.

Sending Outbound TTY Calls Outgoing calls as simple as typing on your PC Have control over who can make outgoing calls Control who can make long distance calls Conference calls to users on the network

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

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

TTY Call Basics When calling out to a TTY, you can using the digital phone book or the “quick dial” feature You may also call any TEXTNET user anywhere in the world

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

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:

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

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

Advanced Features You select how you want your messages forwarded on this screen

Advanced Features For the first time ever, hearing and voice disabled citizens can participate in conference calls Multiple participants on a single text call Any participant may hang up and the call will continue

Advanced Features Sample conference call screen:

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

Automated TTY Call Handling Create an “ITR” (Interactive Text Response) system providing automated services 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-and-drop icons in the graphical user interface. Link this call flow script to a particular phone number, person, department or organization

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.

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

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

How Much Does It Cost? Initial System Setup (one-time cost) Port setup $175.00/port User setup $  25.00/user Monthly Charges TEXTNET Access Ports $100.00/mo TEXTNET User Accounts $    5.00/mo Additional Toll Free Numbers $    5.00/mo (One toll-free number included with each access port) Staff Training Available Custom Programming Services Available

E-Rate Funding Eligibility Included in the Telecommunications Act of 1996 is a requirement that telecommunications service providers make available discounted services to the nation's K-12 schools and libraries. This education rate initiative became known as the E-rate program. E-Rate provides a 20%-90% discount TEXTNET service is eligible for E-RATE discounts

E-Rate Funding Example As part of an ADA litigated settlement, the Chicago Public School System was required to put at least two TTY answering points in each of their 650 schools and in each of their administrative departments. Projected Cost using old TTY devices:  $1,350,080 TEXTNET Total Cost: $  387,120 Less E-Rate Funding           $  336,795 Net Cost for TEXTNET           $    50,325 Note:  TTY devices do not qualify for E-Rate Funding

DISABLED ACCESS CREDIT TEXTNET qualifies for the Disabled Access Credit The DAC provides small businesses with thirty or fewer full-time employees a 50% tax credit on purchases up to $10,250 per year for services that improve accessibility The tax credit may be taken every year that accessibility services are provided The TEXTNET Plus service includes T1 or DSL access

About the HITEC Group Established in 1982, HITEC has been a leader in developing and providing advanced communications technologies for people with disabilities and is a certified WBE. HITEC is contracted to manage and operate: The SBC Special Needs Centers The Sony-Ericsson Mobile Special Needs Center The National Assistive Device Center The T-Mobile Cellular Systems Special Needs Center HITEC is a National Distributor for ClearSounds amplified telephone products Clarity communication products Sonic Alert Most other quality assistive communications products. HITEC and the TEXTNET central offices are located  in Burr Ridge, IL

The Top 10 Reasons… Ensure fully accessible service delivery to disabled citizens. Comply with the laws mandating communication accessibility. Avoid costly litigation from advocates and/or the DOJ. Improve internal staff efficiencies and reduce call hand-offs. Ensure that no incoming call is ignored, lost or forgotten.

… for Choosing TEXTNET Realize long term savings in staff and equipment resources. Get more out of your existing IT infrastructure investment. Monthly service costs are likely to be budget neutral. Guarantee complete caller confidentiality. No practical alternative exists to achieve truly equal access.

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