ETSI ES 202 975 V1.2.1 (2009-07)
Human Factors (HF); Harmonized relay services
Human Factors (HF); Harmonized relay services
DES/HF-00077
Človeški dejavniki (HF) - Harmonizirane posredovalne funkcije
General Information
Standards Content (Sample)
Final draft ETSI ES 202 975 V1.1.1 (2008-11)
ETSI Standard
Human Factors (HF);
Harmonized relay services
2 Final draft ETSI ES 202 975 V1.1.1 (2008-11)
Reference
DES/HF-00077
Keywords
ICT, interface, user
ETSI
650 Route des Lucioles
F-06921 Sophia Antipolis Cedex - FRANCE
Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16
Siret N° 348 623 562 00017 - NAF 742 C
Association à but non lucratif enregistrée à la
Sous-Préfecture de Grasse (06) N° 7803/88
Important notice
Individual copies of the present document can be downloaded from:
http://www.etsi.org
The present document may be made available in more than one electronic version or in print. In any case of existing or
perceived difference in contents between such versions, the reference version is the Portable Document Format (PDF).
In case of dispute, the reference shall be the printing on ETSI printers of the PDF version kept on a specific network drive
within ETSI Secretariat.
Users of the present document should be aware that the document may be subject to revision or change of status.
Information on the current status of this and other ETSI documents is available at
http://portal.etsi.org/tb/status/status.asp
If you find errors in the present document, please send your comment to one of the following services:
http://portal.etsi.org/chaircor/ETSI_support.asp
Copyright Notification
No part may be reproduced except as authorized by written permission.
The copyright and the foregoing restriction extend to reproduction in all media.
© European Telecommunications Standards Institute 2008.
All rights reserved.
TM TM TM TM
DECT , PLUGTESTS , UMTS , TIPHON , the TIPHON logo and the ETSI logo are Trade Marks of ETSI registered
for the benefit of its Members.
TM
3GPP is a Trade Mark of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners.
ETSI
3 Final draft ETSI ES 202 975 V1.1.1 (2008-11)
Contents
Intellectual Property Rights . 6
Foreword . 6
Introduction . 6
1 Scope . 7
2 References . 7
2.1 Normative references . 7
2.2 Informative references . 8
3 Definitions and abbreviations . 8
3.1 Definitions . 8
3.2 Abbreviations . 9
4 General . 10
4.1 Relay service . 10
4.2 Service types . 10
4.3 Service provision . 11
4.4 Grade of service . 11
4.5 Supplementary services . 11
5 Service requirements . 11
5.1 Text Relay Service . 11
5.1.1 Text/speech conversion . 11
5.1.2 Call set up . 11
5.1.3 Emergency services . 12
5.1.4 Directory enquiry services . 12
5.1.5 Talk through. 12
5.1.6 Voice messaging . 12
5.1.7 Text messaging . 12
5.1.8 General . 12
5.2 Speech to speech relay service . 12
5.2.1 Speech/speech service . 12
5.2.2 Call set up . 12
5.2.3 Emergency services . 13
5.2.4 Directory enquiry services . 13
5.2.5 Voice messaging . 13
5.2.6 General . 13
5.3 Sign relay service . 13
5.3.1 Sign/speech conversion . 13
5.3.2 Sign/text conversion . 13
5.3.3 Call set up . 13
5.3.4 Emergency services . 13
5.3.5 Directory enquiry services . 14
5.3.6 Talk through. 14
5.3.7 Text communication . 14
5.3.8 Voice messaging . 14
5.3.9 Messaging . 14
5.3.10 General . 14
5.4 Lipreading relay service . 14
5.4.1 Speech to lipreading conversion . 14
5.4.2 Lipreading/text conversion . 14
5.4.3 Call set up . 14
5.4.4 Emergency services . 15
5.4.5 Directory enquiry services . 15
5.4.6 Talk through. 15
5.4.7 Voice messaging . 15
5.4.8 Video messaging . 15
ETSI
4 Final draft ETSI ES 202 975 V1.1.1 (2008-11)
5.4.9 General . 15
5.5 Captioned Telephony Service. 15
5.5.1 Speech to text conversion . 15
5.5.2 Talk through. 16
5.5.3 Call set up . 16
5.5.4 Emergency services . 16
5.5.5 Directory enquiry services . 16
5.5.6 General . 16
5.6 Text to text service . 16
5.6.1 Text to text conversion . 16
5.6.2 Call set up . 16
5.6.3 Emergency services . 16
5.6.4 Directory enquiry services . 17
5.6.5 General . 17
5.7 Facsimile relay services . 17
5.7.1 Fax/speech conversion . 17
5.7.2 Fax/text conversion . 17
5.7.3 General . 17
6 Service provision . 17
6.1 Organization plan . 17
6.2 Quality assurance . 18
6.2.1 The quality organization . 18
6.2.2 Quality assurance program . 18
6.2.3 Presentation of the quality assurance program. 18
6.3 Response time . 18
6.3.1 24 hour service . 18
6.3.2 Limited hour service . 18
6.4 Hold . 19
6.5 Traffic recording. 19
6.5.1 Service performance . 19
6.5.2 Call performance . 19
6.6 Billing . 19
6.7 System reliability . 19
6.7.1 Availability . 19
6.7.2 Disaster recovery plan . 19
6.7.3 Fault messages . 19
6.8 Transmission quality . 20
7 Operator aspects . 20
7.1 Operator proficiency requirements . 20
7.2 Operator procedures . 20
7.2.1 Information . 20
7.2.2 Freedom from bias . 20
7.2.3 Assistance . 20
7.2.4 Translation practice. 20
7.2.5 Neutrality . 20
7.2.6 Accuracy . 20
7.3 Confidentiality . 21
7.3.1 Content disclosure . 21
7.3.2 Secrecy . 21
7.3.3 Privacy . 21
7.3.4 Emergencies . 21
7.4 Calls to stored voice services . 21
7.4.1 Interactive services . 21
7.4.2 Data base access . 21
7.5 Profanity, obscenity and illegality . 21
7.5.1 Conversations . 21
7.5.2 Obscenity directed to operator . 21
7.6 Language . 22
7.7 Operator Training requirements . 22
7.8 Operator counselling . 22
ETSI
5 Final draft ETSI ES 202 975 V1.1.1 (2008-11)
8 User aspects . 22
8.1 Charges . 22
8.2 Complaints handling. 22
8.3 User information . 22
9 Interoperability . 23
Annex A (informative): Interoperability . 24
A.1 General . 24
A.2 Minimal set of access requirements . 24
A.2.1 PSTN based voice services . 24
A.2.2 PSTN based text services . 24
A.2.3 IP based text service . 24
A.2.4 IP based Video service . 24
A.2.5 Web based service . 25
A.2.6 Facsimile service . 25
Annex B (informative): Call set up . 26
B.1 General . 26
B.1.1 Three step calling . 26
B.1.2 One step calling . 26
B.1.2.1 Option 1 . 26
B.1.2.2 Option 2 . 27
B.1.2.3 Option 3 . 27
B.1.2.4 Option 4 . 28
B.1.2.5 Option 5 . 28
Annex C (informative): Supplementary services . 29
C.1 General . 29
C.1.1 Calling Line Identification Presentation (CLIP). 29
C.1.2 COnnected Line identification Presentation (COLP) . 29
C.1.3 Call forwarding, to announcement . 29
C.1.3.1 Call forwarding, text announcement . 29
C.1.3.2 Call forwarding, video announcement . 29
C.1.4 Message waiting indication . 29
C.1.5 Alarm calls . 29
C.1.6 Do not disturb . 30
C.1.7 Advice of charge . 30
C.1.8 Call progress information . 30
Annex D (informative): Bibliography . 31
History . 32
ETSI
6 Final draft ETSI ES 202 975 V1.1.1 (2008-11)
Intellectual Property Rights
IPRs essential or potentially essential to the present document may have been declared to ETSI. The information
pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found
in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in
respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web
server (http://webapp.etsi.org/IPR/home.asp).
Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee
can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web
server) which are, or may be, or may become, essential to the present document.
Foreword
This ETSI Standard (ES) has been produced by ETSI Technical Committee Human Factors (HF), and is now submitted
for the ETSI standards Membership Approval Procedure.
Introduction
The present document is based on an ETSI Technical Report (TR 101 806 [i.3]: Guidelines for Telecommunications
relay services) which in its turn was based on the Nordic Guidelines.
The present document responds to the policy objectives set by the European Parliament and Council, aiming at an
improved access for people with disabilities to the information society and can increase social cohesion and improve
ebusiness by permitting Small and Medium-sized Enterprises (SMEs) to communicate with disabled customers and will
assist regulatory authorities in their task to ensure the harmonized application of the regulatory framework throughout
the Community as called for in Article 1 of Directive 2002/21/EC [1].
It will provide a tool to enable regulators to ensure that all citizens have access to a universal service specified in
Directive 2002/22/EC [2] and will also permit them to promote the interests of the citizens of the European Union by
addressing the needs of disabled users as called for in Article 8. It will also assist the implementation of Directive
2002/22/EC [2] which, in Article 7, requires member states to take specific measures for disabled users to ensure access
to publicly available telephone services including access to emergency services, directory enquiry services and
directories, equivalent to that enjoyed by other end-users.
The present document will promote innovation by providing a standard that can be used in public procurement
processes. Therefore, it also assists the implementation of the Public Procurement Directive (2004/18/EC) [3] by
providing a harmonized technical specification for the provision of relay services which can be used to fulfil the
requirements of Article 23 of the Directive which requires that "technical specifications - shall be set out in contract
documentation" and states that "…whenever possible these technical specifications should be defined so as to take into
account accessibility criteria for people with disabilities or design for all users".
ETSI
7 Final draft ETSI ES 202 975 V1.1.1 (2008-11)
1 Scope
The present document specifies requirements for the provision of relay services in all telecommunications networks. It
is intended to provide information suitable for incorporation into contracts between commissioning agents and service
providers.
The present document is applicable to all kinds of relay services which enable a user with communication related
disabilities to converse with another user. It applies to text relay services, speech to speech relay services, sign relay
services, lipreading relay services, captioned telephony services, text to text services and facsimile relay services.
It specifies requirements for services provided on a full 24 hour basis and also for limited hour services.
2 References
References are either specific (identified by date of publication and/or edition number or version number) or non-
specific.
• For a specific reference, subsequent revisions do not apply.
• Non-specific reference may be made only to a complete document or a part thereof and only in the following
cases:
- if it is accepted that it will be possible to use all future changes of the referenced document for the
purposes of the referring document;
- for informative references.
Referenced documents which are not found to be publicly available in the expected location might be found at
http://docbox.etsi.org/Reference.
For online referenced documents, information sufficient to identify and locate the source shall be provided. Preferably,
the primary source of the referenced document should be cited, in order to ensure traceability. Furthermore, the
reference should, as far as possible, remain valid for the expected life of the document. The reference shall include the
method of access to the referenced document and the full network address, with the same punctuation and use of upper
case and lower case letters.
NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee
their long term validity.
2.1 Normative references
The following referenced documents are indispensable for the application of the present document. For dated
references, only the edition cited applies. For non-specific references, the latest edition of the referenced document
(including any amendments) applies.
[1] Directive 2002/21/EC of the European Parliament and of the Council of 7 March 2002 on a
common regulatory framework for electronic communications networks and services (Framework
Directive) (OJ L 108/33).
[2] Directive 2002/22/EC of the European Parliament and of the Council of 7 March 2002 on
universal service and users' rights relating to electronic communications networks and services
(Universal Service Directive) (OJ L 108/51).
[3] Directive 2004/18/EC of the European Parliament and of the Council of 31 March 2004 on the
coordination of procedures for the award of public works contracts, public supply contracts and
public service contracts (OJ L 134/114).
[4] ISO 9000: "Quality management and quality assurance standards".
ETSI
8 Final draft ETSI ES 202 975 V1.1.1 (2008-11)
[5] ITU-T Recommendation T.30: "Procedures for document facsimile transmission in the general
switched telephone network".
[6] ITU-T Recommendation V.18: "Operational and interworking requirements for modems operating
in the text telephone mode".
[7] ITU-T H-series Recommendation - Supplement 1: "Application profile - Sign language and
lip-reading real-time conversation using low bit-rate video communication".
[8] UN: "Convention on the rights of persons with disabilities and optional protocol" -
United-Nations.
[9] W3C: "Web content accessibility guidelines 1.0".
[10] ITU-T Recommendation F.700: "Framework Recommendation for multimedia services".
[11] ITU-T Recommendation H.263: "Video coding for low bit rate communication".
[12] ITU-T Recommendation H.264: "Advanced video coding for generic audiovisual services".
2.2 Informative references
The following referenced documents are not essential to the use of the present document but they assist the user with
regard to a particular subject area. For non-specific references, the latest version of the referenced document (including
any amendments) applies.
[i.1] ETSI EG 201 013: "Human Factors (HF); Definitions, abbreviations and symbols".
[i.2] ETSI EG 202 320: "Human Factors (HF); Duplex Universal Speech and Text (DUST)
communications".
[i.3] ETSI TR 101 806 (2000): "Human Factors (HF); Guidelines for Telecommunication Relay
Services for Text Telephones".
[i.4] ETSI TR 102 202 (2003): "Human Factors (HF); Human Factors of work in call centres".
[i.5] IETF RFC 4103: "RTP payload for text conversation".
[i.6] ITU-T Recommendation V.23: "600/1200-baud modem standardized for use in the general
switched telephone network".
[i.7] ITU-T Recommendation G.711: "Pulse code modulation (PCM) of voice frequencies".
[i.8] ITU-T Recommendation H.323: "Packet-based multimedia communications systems".
3 Definitions and abbreviations
3.1 Definitions
For the purposes of the present document, the terms and definitions given in EG 201 013 [i.1] and the following apply:
automatic relay service: service that enables a conversation between two terminals using different communication
modes by providing the facility of automatic conversion between the two modes in substantially real time
captioned telephony: service that assists a deaf or hard of hearing user in a spoken dialogue by providing text captions
translating the incoming part of the conversation
NOTE: The service is usually provided via the Internet on a computer terminal associated with the telephone
being used.
ETSI
9 Final draft ETSI ES 202 975 V1.1.1 (2008-11)
lipreading relay service: service that enables lipreaders and voice telephone users to interact by providing conversion
between the two modes of communication in substantially real time
NOTE: This conversion is normally provided by a human operator who is a lipspeaker.
operator: person whose prime task is to provide assistance and support to users.(also known as an "attendant")
real-time text: alpha numeric characters perceived as being transmitted in real time over a communications network
relay service: telecommunications service that enables users of different modes of communication e.g. text, sign,
speech, to interact by providing conversion between the modes of communication, normally by a human operator
Sign relay service: service that enables sign language users and other users to interact by providing conversion between
the two modes of communication in substantially real time
NOTE: This conversion is normally provided by a human operator (this service is often known as a video relay
service).
speech to speech relay service: telecommunications service that enables speech impaired telephone users and other
users to interact by providing skilled assistance between them
NOTE: This assistance is provided by a specially trained operator.
text relay service: telecommunications service that enables text terminal users and voice terminal users to interact by
providing conversion between the two modes of communication in substantially real time
NOTE: This conversion is normally provided by a human operator.
text to text service: telecommunications service that enables two text terminal users to interact by providing any
necessary protocol conversion between the two text terminals in substantially real time
NOTE: This conversion is normally provided automatically.
text telephone: terminal offering text telephony functions, either as a stand-alone unit or as an addition to a voice
telephone or as an application in a multi-function computer based terminal
NOTE: See EG 201 013 [i.1].
text telephony: telecommunications facility offering real time text conversation through telecommunication networks
NOTE: Text telephony may be combined with voice telephony (see EG 201 013 [i.1]).
V.18 protocols: protocols for modems and character handling in accordance with ITU-T Recommendation V.18 [6]
NOTE: V.18 supports EDT, 5-bit (or Baudot), DTMF, V.21, V.23, Bell 103 and V.18 based devices.
3.2 Abbreviations
For the purposes of the present document, the following abbreviations apply:
CLI Calling Line Identity
CLIP Calling Line Identification Presentation
CLIR Calling Line Identity Restriction
COLP COnnected Line identification Presentation
COLR COnnected Line identification Restriction
DTMF Dual Tone Multi Frequency
EDT European Deaf Telephone
IETF Internet Engineering Task Force
SIP Session Initiation Protocol
WCAG Web Content Accessibility Guidelines
ETSI
10 Final draft ETSI ES 202 975 V1.1.1 (2008-11)
4 General
4.1 Relay service
A relay service is a telecommunications service as outlined in figure 1 that enables users of different modes of
communication to interact by providing conversion between the modes of communication.
Relay Service
Network
Text/video
Telephone
device
Figure 1: Communication via a relay service over a network
In its simplest form the service can be provided over the normal dial up telephone network using an operator to mediate
between a textphone user and a telephone user. Alternatively it can be provided by a service provider over any form of
connection, for example over a mobile network or via an IP connection where the text/video device might be PC based.
Such a service can be an automatic service using, for example, V.18 modems in a gateway [6], to enable interworking
between two text terminals operating in different communication modes.
Thus any user in any network using one mode of communication should be able to communicate with another user
using a different mode of communication in the same or in any other network via a relay service. The manner in which
calls are set up would be as appropriate to the communications medium used and it should be possible to set up calls to
and from disabled users in the same manner as calls to and from other users.
It is important that it should be possible to send/receive high quality real time text, video and voice over IP to and from
any products used for mainstream communication, such as computers (including those in Internet cafés) and mobile
phones, without network, firewall or terminal restrictions.
In order to satisfy the requirements of the UN Convention on the rights of persons with disabilities [8] it is also essential
that interoperability should be achieved between all services so as to provide world wide communication equivalent to
that provided for other users.
4.2 Service types
There are a number of different types of relay service offering conversion between differing modes of communication
and many are still under development. The present document deals with the following relay services:
• text relay services;
• speech to speech relay services;
• sign relay services;
• lipreading relay services;
• captioned telephony services;
• text to text services;
• facsimile relay services.
ETSI
11 Final draft ETSI ES 202 975 V1.1.1 (2008-11)
4.3 Service provision
There are various ways in which a relay service might be provided and paid for and such arrangements tend to differ
from country to country.
For ease of understanding the present document assumes that a regulator requires the service to be provided by some
organization responsible for commissioning the service. This commissioning organization in its turn procures the
service from a service provider be means of a purchasing contract that sets out the required characteristics of the service
being purchased. In some cases the these three functions may be combined regulator might also commission the service
and the service provider might also be a network provider, but the three functions, regulating, commissioning and
service provision can all be identified.
The service provided to the disabled user is usually subsidized in some way, the costs being partly or wholly funded by
some third party, commonly some government agency.
A few relay services are provided by independent suppliers on a purely commercial basis but in general the end user
cannot afford to pay the full cost of such a service. Some of these independent suppliers provide their service to an
employer who wishes to purchase the service for a disabled employee. His costs may then be reimbursed through a
government labour authority in some scheme intended to encourage the employment of disabled people.
4.4 Grade of service
It has been found that it is not always feasible to provide the full time service that users need, particularly in the case of
those services with a relatively restricted usage and in the early trial stages of the provision of a new relay service.
The present document therefore provides for two possible options:
a) a full 24 hour service;
b) a limited hour service.
4.5 Supplementary services
The supplementary services such as call diversion or message storage that are provided on most telephone networks can
be made available in conjunction with any form of relay service. These additional services would normally be provided
at the user's option at an additional charge, but may alternatively be provided as part of the basic service offering.
Most such services must be provided by the network and are not normally dependant on relay services. Nevertheless
there are implications for such services when provided in calls where relay services are involved. These are dealt with
in annex A.
5 Service requirements
5.1 Text Relay Service
5.1.1 Text/speech conversion
A Text Relay Service shall, as its basic service, enable the conversion between real-time text from a text terminal and
speech to a voice terminal and vice versa in substantially real time.
The conversion between the two modes of communication may typically be provided by means of a human
intermediary.
5.1.2 Call set up
All connections set up from the relay service to the text terminal subscriber shall be connected in text-mode, and an
indication given to the call recipient that a text capability is required.
ETSI
12 Final draft ETSI ES 202 975 V1.1.1 (2008-11)
5.1.3 Emergency services
The relay service shall enable any text terminal user to access public emergency services.
This shall not preclude the possibility for the text terminal user to access the emerge
...
Final draft ETSI ES 202 975 V1.2.1 (2009-07)
ETSI Standard
Human Factors (HF);
Harmonized relay services
2 Final draft ETSI ES 202 975 V1.2.1 (2009-07)
Reference
DES/HF-00077
Keywords
relay, service
ETSI
650 Route des Lucioles
F-06921 Sophia Antipolis Cedex - FRANCE
Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16
Siret N° 348 623 562 00017 - NAF 742 C
Association à but non lucratif enregistrée à la
Sous-Préfecture de Grasse (06) N° 7803/88
Important notice
Individual copies of the present document can be downloaded from:
http://www.etsi.org
The present document may be made available in more than one electronic version or in print. In any case of existing or
perceived difference in contents between such versions, the reference version is the Portable Document Format (PDF).
In case of dispute, the reference shall be the printing on ETSI printers of the PDF version kept on a specific network drive
within ETSI Secretariat.
Users of the present document should be aware that the document may be subject to revision or change of status.
Information on the current status of this and other ETSI documents is available at
http://portal.etsi.org/tb/status/status.asp
If you find errors in the present document, please send your comment to one of the following services:
http://portal.etsi.org/chaircor/ETSI_support.asp
Copyright Notification
No part may be reproduced except as authorized by written permission.
The copyright and the foregoing restriction extend to reproduction in all media.
© European Telecommunications Standards Institute 2009.
All rights reserved.
TM TM TM TM
DECT , PLUGTESTS , UMTS , TIPHON , the TIPHON logo and the ETSI logo are Trade Marks of ETSI registered
for the benefit of its Members.
TM
3GPP is a Trade Mark of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners.
LTE™ is a Trade Mark of ETSI currently being registered
for the benefit of its Members and of the 3GPP Organizational Partners.
GSM® and the GSM logo are Trade Marks registered and owned by the GSM Association.
ETSI
3 Final draft ETSI ES 202 975 V1.2.1 (2009-07)
Contents
Intellectual Property Rights . 6
Foreword . 6
Introduction . 6
1 Scope . 7
2 References . 7
2.1 Normative references . 7
2.2 Informative references . 8
3 Definitions and abbreviations . 8
3.1 Definitions . 8
3.2 Abbreviations . 9
4 General information . 10
4.1 Relay service . 10
4.2 Service types . 10
4.3 Service provision . 11
4.4 Grade of service . 11
4.5 Supplementary services . 11
5 Service requirements . 11
5.1 Text Relay Service . 11
5.1.1 Text/speech conversion . 11
5.1.2 Call set up . 11
5.1.3 Emergency services . 11
5.1.4 Directory enquiry services . 12
5.1.5 Talk through. 12
5.1.6 Voice messaging . 12
5.1.7 Text messaging . 12
5.1.8 General . 12
5.2 Speech to speech relay service . 12
5.2.1 Speech/speech service . 12
5.2.2 Call set up . 12
5.2.3 Emergency services . 13
5.2.4 Directory enquiry services . 13
5.2.5 Voice messaging . 13
5.2.6 General . 13
5.3 Sign relay service . 13
5.3.1 Sign/speech conversion . 13
5.3.2 Sign/text conversion . 13
5.3.3 Call set up . 13
5.3.4 Emergency services . 13
5.3.5 Directory enquiry services . 13
5.3.6 Talk through. 14
5.3.7 Text communication . 14
5.3.8 Voice messaging . 14
5.3.9 Messaging . 14
5.3.10 General . 14
5.4 Lipreading relay service . 14
5.4.1 Speech to lipreading conversion . 14
5.4.2 Lipreading/text conversion . 14
5.4.3 Call set up . 14
5.4.4 Emergency services . 14
5.4.5 Directory enquiry services . 15
5.4.6 Talk through. 15
5.4.7 Voice messaging . 15
5.4.8 Video messaging . 15
ETSI
4 Final draft ETSI ES 202 975 V1.2.1 (2009-07)
5.4.9 General . 15
5.5 Captioned Telephony Service. 15
5.5.1 Speech to text conversion . 15
5.5.2 Talk through. 15
5.5.3 Call set up . 15
5.5.4 Emergency services . 16
5.5.5 Directory enquiry services . 16
5.5.6 General . 16
5.6 Text to text service . 16
5.6.1 Text to text conversion . 16
5.6.2 Call set up . 16
5.6.3 Emergency services . 16
5.6.4 Directory enquiry services . 16
5.6.5 General . 16
5.7 Facsimile relay services . 17
5.7.1 Fax/speech conversion . 17
5.7.2 Fax/text conversion . 17
5.7.3 General . 17
6 Service provision . 17
6.1 Organization plan . 17
6.2 Quality assurance . 17
6.2.1 The quality organization. . 17
6.2.2 Presentation of the quality assurance program. 17
6.3 Response time . 18
6.3.1 24 hour service . 18
6.3.2 Limited hour service . 18
6.4 Hold . 18
6.5 Traffic recording. 18
6.5.1 Service performance . 18
6.5.2 Call performance . 19
6.6 Billing . 19
6.7 System reliability . 19
6.7.1 Availability . 19
6.7.2 Disaster recovery plan . 19
6.7.3 Fault messages . 19
6.8 Transmission quality . 19
7 Operator aspects . 20
7.1 Operator proficiency requirements . 20
7.2 Operator procedures . 20
7.2.1 Information . 20
7.2.2 Freedom from bias . 20
7.2.3 Assistance . 20
7.2.4 Translation practice. 20
7.2.5 Neutrality . 20
7.2.6 Accuracy . 20
7.3 Confidentiality . 20
7.3.1 Content disclosure . 20
7.3.2 Secrecy . 20
7.3.3 Privacy . 21
7.3.4 Emergencies . 21
7.4 Calls to stored voice services . 21
7.4.1 Interactive services . 21
7.4.2 Data base access . 21
7.5 Profanity, obscenity and illegality . 21
7.5.1 Conversations . 21
7.5.2 Obscenity directed to operator . 21
7.6 Language . 21
7.7 Operator Training requirements . 22
7.8 Operator counselling . 22
8 User aspects . 22
ETSI
5 Final draft ETSI ES 202 975 V1.2.1 (2009-07)
8.1 Complaints handling. 22
8.2 User information . 22
9 Interoperability . 22
Annex A (informative): Interoperability . 23
A.1 General . 23
A.2 Access specifications . 23
A.2.1 PSTN based voice services . 23
A.2.2 PSTN based text services . 23
A.2.3 IP based text service . 23
A.2.4 IP based Video service . 23
A.2.5 Web based service . 23
A.2.6 Facsimile service . 24
Annex B (informative): Call set up . 25
B.1 General . 25
B.1.1 Three step calling . 25
B.1.2 One step calling . 25
B.1.2.1 Option 1 . 25
B.1.2.2 Option 2 . 26
B.1.2.3 Option 3 . 26
B.1.2.4 Option 4 . 27
B.1.2.5 Option 5 . 27
Annex C (informative): Supplementary services . 28
C.1 General . 28
C.1.1 Calling Line Identification Presentation (CLIP). 28
C.1.2 Connected Line Identification Presentation (COLP) . 28
C.1.3 Call forwarding, to announcement . 28
C.1.3.1 Call forwarding, text announcement . 28
C.1.3.2 Call forwarding, video announcement . 28
C.1.4 Message waiting indication . 28
C.1.5 Alarm calls . 28
C.1.6 Do not disturb . 29
C.1.7 Advice of charge . 29
C.1.8 Call progress information . 29
Annex D (informative): Service funding . 30
Annex E (informative): Bibliography . 31
History . 32
ETSI
6 Final draft ETSI ES 202 975 V1.2.1 (2009-07)
Intellectual Property Rights
IPRs essential or potentially essential to the present document may have been declared to ETSI. The information
pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found
in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in
respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web
server (http://webapp.etsi.org/IPR/home.asp).
Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee
can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web
server) which are, or may be, or may become, essential to the present document.
Foreword
This ETSI Standard (ES) has been produced by ETSI Technical Committee Human Factors (HF), and is now submitted
for the ETSI standards Membership Approval Procedure.
Introduction
The present document is based on an TR 101 806 [i.4] which in its turn was based on the Nordic Guidelines [i.9].
The present document responds to the policy objectives set by the European Parliament and Council aiming at an
improved access for people with disabilities to the information society and can increase social cohesion and improve
ebusiness by permitting Small and Medium-sized Enterprises (SMEs) to communicate with disabled customers It will
assist the task of ensuring harmonized provision of relay services throughout the Community.
The present document is intended to promote innovation by providing a standard that can be used in private and public
procurement processes. Therefore, it also assists the implementation of the Public Procurement Directive
(2004/18/EC [i.1]) by providing a harmonized technical specification for the provision of relay services which can be
used to fulfil the requirements of article 23 of the Directive which requires that "technical specifications --- shall be set
out in contract documentation" and states that "…whenever possible these technical specifications should be defined so
as to take into account accessibility criteria for people with disabilities or design for all users".
ETSI
7 Final draft ETSI ES 202 975 V1.2.1 (2009-07)
1 Scope
The present document specifies requirements for relay services provided over telecommunications networks. It is
intended to give information suitable for incorporation into contracts between commissioning agents and service
providers.
The present document is applicable to all kinds of relay services which enable a user with communication related
disabilities to converse with another user. It applies to text relay services, speech to speech relay services, sign relay
services, lipreading relay services, captioned telephony services, text to text services and facsimile relay services.
It specifies requirements for services provided on a full 24 hours basis and also for limited hour services.
The present document does not place requirements on network operators.
2 References
References are either specific (identified by date of publication and/or edition number or version number) or
non-specific.
• For a specific reference, subsequent revisions do not apply.
• Non-specific reference may be made only to a complete document or a part thereof and only in the following
cases:
- if it is accepted that it will be possible to use all future changes of the referenced document for the
purposes of the referring document;
- for informative references.
Referenced documents which are not found to be publicly available in the expected location might be found at
http://docbox.etsi.org/Reference.
NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee
their long term validity.
2.1 Normative references
The following referenced documents are indispensable for the application of the present document. For dated
references, only the edition cited applies. For non-specific references, the latest edition of the referenced document
(including any amendments) applies.
[1] IETF RFC 4103: "RTP Payload for Text Conversation".
[2] ITU-T Recommendation T.30: "Procedures for document facsimile transmission in the general
switched telephone network".
[3] ITU-T Recommendation V.18: "Operational and interworking requirements for DCEs operating in
the text telephone mode".
[4] ITU-T Recommendation H-series - Supplement 1: "Application profile - Sign language and
lip-reading real-time conversation using low bit-rate video communication".
[5] ITU-T Recommendation F.700: "Framework Recommendation for multimedia services".
[6] ITU-T Recommendation G.711: "Pulse Code Modulation(PCM) of voice frequencies".
[7] ITU-T Recommendation H.263: "Video coding for low bit rate communication".
[8] ITU-T Recommendation H.264: "Advanced video coding for generic audiovisual services".
ETSI
8 Final draft ETSI ES 202 975 V1.2.1 (2009-07)
2.2 Informative references
The following referenced documents are not essential to the use of the present document but they assist the user with
regard to a particular subject area. For non-specific references, the latest version of the referenced document (including
any amendments) applies.
[i.1] Directive 2004/18/EC of the European Parliament and of the Council of 31 March 2004 on the
coordination of procedures for the award of public works contracts, public supply contracts and
public service contracts (OJ L 134/114).
[i.2] ETSI EG 201 013: "Human Factors (HF); Definitions, abbreviations and symbols".
[i.3] ETSI EG 202 320 (2005): "Human Factors (HF); Duplex Universal Speech and Text (DUST)
communications".
[i.4] ETSI TR 101 806 (2000): "Human Factors (HF); Guidelines for Telecommunication Relay
Services for Text Telephones".
[i.5] ETSI TR 102 202 (2003): "Human Factors (HF); Human Factors of work in call centres".
[i.6] ITU-T Recommendation F.703: "Multimedia conversational services".
[i.7] ITU-T Recommendation V.21: "300 bits per second duplex modem standardized for use in the
general switched telephone network".
[i.8] ITU-T Recommendation V.23: "600/1200-baud modem standardized for use in the general
switched telephone network".
[i.9] NFTH: "Nordic guidelines for Telecommunications relay services".
[i.10] UN: "Convention on the rights of persons with disabilities and optional protocol" - United Nations.
[i.11] W3C (11 December 2008): "Web content accessibility guidelines 2.0".
NOTE: Available at http://www.w3.org/TR/2008/REC-WCAG20-20081211.
3 Definitions and abbreviations
3.1 Definitions
For the purposes of the present document, the terms and definitions given in EG 201 013 [i.2] and the following apply:
automatic relay service: service that enables a conversation between two terminals using different communication
modes by providing the facility of automatic conversion between the two modes in substantially real time
captioned telephony: service that assists a deaf or hard of hearing user in a spoken dialogue by providing text captions
translating the incoming part of the conversation
NOTE: The service is usually provided via the Internet on a computer terminal associated with the telephone
being used.
commissioning agent: person or body that procures a relay service from a service provider be means of a purchasing
contract
lipreading relay service:service that enables lipreaders and voice telephone users to interact by providing conversion
between the two modes of communication in substantially real time
NOTE: This conversion is normally provided by a human operator who is a lipspeaker.
lost call: call that cannot be serviced as expected by the users, for reasons internal to the service and outside of control
of the users
operator: person whose prime task is to provide assistance and support to users (also known as an "attendant")
ETSI
9 Final draft ETSI ES 202 975 V1.2.1 (2009-07)
real-time text: alpha numeric characters perceived as being transmitted in real time over a communications network
relay service: telecommunications service that enables users of different modes of communication e.g. text, sign,
speech, to interact by providing conversion between the modes of communication, normally by a human operator
sign relay service: service that enables sign language users and other users to interact by providing conversion between
the two modes of communication in substantially real time
NOTE: This conversion is normally provided by a human operator (this service is often known as a video relay
service).
speech to speech relay service: telecommunications service that enables speech impaired telephone users and other
users to interact by providing skilled assistance between them
NOTE: This assistance is provided by a specially trained operator.
text relay service: telecommunications service that enables text terminal users and voice terminal users to interact by
providing conversion between the two modes of communication in substantially real time
NOTE: This conversion is normally provided by a human operator.
text telephone: terminal offering text telephony functions, either as a stand-alone unit or as an addition to a voice
telephone or as an application in a multi-function computer based terminal (EG 201 013 [i.2])
text telephony: telecommunications facility offering real time text conversation through telecommunication networks
NOTE: Text telephony may be combined with voice telephony (EG 201 013 [i.2]).
text to text service: telecommunications service that enables two text terminal users to interact by providing any
necessary protocol conversion between the two text terminals in substantially real time
NOTE: This conversion is normally provided automatically.
total conversation: audiovisual conversation service providing bidirectional symmetric real-time transfer of motion
video, text and voice between users in two or more locations (ITU-T Recommendation F.703 [i.6])
V.18 protocols: protocols for modems and character handling in accordance with ITU-T Recommendation V.18 [3]
NOTE: V.18 supports EDT, 5-bit (or Baudot), DTMF, V.21 [i.7], V.23 [i.8], Bell 103 and V.18 based devices.
3.2 Abbreviations
For the purposes of the present document, the following abbreviations apply:
CLI Calling Line Identity
CLIP Calling Line Identification Presentation
CLIR Calling Line Identity Restriction
COLP Connected Line Identification Presentation
COLR Connected Line Identification Restriction
DTMF Dual Tone Multi Frequency
EDT European Deaf Telephone
GSM Global System for Mobile communication
IETF Internet Engineering Task Force
SIP Session Initiation Protocol
SME Small and Medium-sized Enterprise
WCAG Web Content Accessibility Guidelines
ETSI
10 Final draft ETSI ES 202 975 V1.2.1 (2009-07)
4 General information
4.1 Relay service
A relay service is a telecommunications service as outlined in figure 1 that enables users of different modes of
communication to interact by providing conversion between the modes of communication.
Relay Service
Network
Text/video
Telephone
device
Figure 1: Communication via a relay service over a network
In its simplest form the relay service is outside the network and can be provided over a dial up network using an
operator to mediate between a textphone user and a telephone user. Alternatively it can be provided by a relay service
provider over any form of connection, for example over a mobile network or via an IP connection where the text/video
device might be PC based. Such a service can be an automatic service using, for example, V.18 [3] modems in a
gateway, to enable interworking between two text terminals operating in different communication modes.
Thus any user in any network using one mode of communication should be able to communicate with another user
using a different mode of communication in the same or in any other network via a relay service. The manner in which
calls are set up would be as appropriate to the communications medium used and it should be possible to set up calls to
and from disabled users in the same manner as calls to and from other users (see annex B for options).
Ideally it should be possible to send/receive high quality real time text, video and voice over IP to and from any
products used for mainstream communication, such as telecommunications terminals, computers (including those in
Internet cafés) and mobile phones, with minimal network, firewall or terminal restrictions.
In order to satisfy the requirements of the UN Convention on the rights of persons with disabilities [i.10] it is also
essential that interoperability should be achieved between all services so as to provide world wide communication
equivalent to that provided for other users.
4.2 Service types
There are a number of different types of relay service offering conversion between differing modes of communication
and many are still under development. The present document deals with the following relay services:
• text relay services;
• speech to speech relay services;
• sign relay services;
• lipreading relay services;
• captioned telephony services;
• text to text services;
• facsimile relay services.
ETSI
11 Final draft ETSI ES 202 975 V1.2.1 (2009-07)
4.3 Service provision
The present document is intended to provide a set of harmonized requirements for a relay service that can form the basis
of a purchasing contract between some commissioning organization and a relay service provider.
The service provided to the disabled user is often subsidized in some way, the costs being partly or wholly funded by a
third party, commonly some government agency. There are various ways in which a relay service might be provided
and paid for and such arrangements tend to differ from country to country.
4.4 Grade of service
It has been found that it is not always feasible to provide a full 24 hour service, particularly in the case of those services
with a relatively restricted usage and in the early trial stages of the provision of a new relay service.
The present document therefore provides for two possible options:
a) a full 24 hour service;
b) a limited hour service.
4.5 Supplementary services
Most supplementary services rely on special provisions in the network and cannot normally be provided by relay
service providers. Nevertheless supplementary services such as call diversion or message storage that are provided on
many networks can usually be made available in conjunction with any form of relay service.
Relay services may need to make special arrangements with network providers when offering such supplementary
services. They also imply some special requirements which are dealt with in informative annex C.
These additional services would normally be provided at the user's option at an additional charge, but may alternatively
be provided as part of the basic service offering.
5 Service requirements
5.1 Text Relay Service
5.1.1 Text/speech conversion
A Text Relay Service shall, as its basic service, enable the conversion between real-time text from a text terminal and
speech to a voice terminal and vice versa in substantially real time.
The conversion between the two modes of communication may typically be provided by means of a human
intermediary.
5.1.2 Call set up
All connections set up from the relay service to the text terminal subscriber shall be connected in text-mode, and an
indication given to the call recipient that a text capability is required.
5.1.3 Emergency services
The relay service shall enable any text terminal user to access public emergency services.
This shall not preclude the possibility for the text terminal user to access the emergency service directly via the normal
emergency service dialling code.
ETSI
12 Final draft ETSI ES 202 975 V1.2.1 (2009-07)
5.1.4 Directory enquiry services
The relay service shall enable any text terminal user to access the whole range of national and international directory
enquiry service.
This shall not preclude the possibility for the text terminal user to access these services directly via the normal directory
enquiry dialling code.
5.1.5 Talk through
The service shall provide a speech path when required so as to permit a voice to voice connection.
NOTE 1: The intention of this voice connection is to enable disabled people who are able either to speak or hear to
do so and to let the relay service translate the appropriate direction of the conversation.
NOTE 2: Some services may offer text and speech paths simultaneously, in others an agreed modus operandi may
be necessary to facilitate selection of the appropriate conversation mode.
5.1.6 Voice messaging
Where a called party has activated a voice message facility, provision shall be made to permit a text terminal user to
leave a voice message or a DTMF number where necessary.
NOTE: This requirement implies that the service is able to follow the instructions of the voice message facility
and convey responses in voice. If more time is required for preparations than the voice message service
allows, it is permissible to make preparations in one call and enter the message in a subsequent call.
5.1.7 Text messaging
Where a textphone user has activated a text message facility, provision shall be made to permit a voice telephone user to
leave a text message.
NOTE
...
ETSI ES 202 975 V1.2.1 (2009-10)
ETSI Standard
Human Factors (HF);
Harmonized relay services
2 ETSI ES 202 975 V1.2.1 (2009-10)
Reference
DES/HF-00077
Keywords
relay, service
ETSI
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The copyright and the foregoing restriction extend to reproduction in all media.
© European Telecommunications Standards Institute 2009.
All rights reserved.
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DECT , PLUGTESTS , UMTS , TIPHON , the TIPHON logo and the ETSI logo are Trade Marks of ETSI registered
for the benefit of its Members.
TM
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ETSI
3 ETSI ES 202 975 V1.2.1 (2009-10)
Contents
Intellectual Property Rights . 6
Foreword . 6
Introduction . 6
1 Scope . 7
2 References . 7
2.1 Normative references . 7
2.2 Informative references . 8
3 Definitions and abbreviations . 8
3.1 Definitions . 8
3.2 Abbreviations . 9
4 General information . 10
4.1 Relay service . 10
4.2 Service types . 10
4.3 Service provision . 11
4.4 Grade of service . 11
4.5 Supplementary services . 11
5 Service requirements . 11
5.1 Text Relay Service . 11
5.1.1 Text/speech conversion . 11
5.1.2 Call set up . 11
5.1.3 Emergency services . 11
5.1.4 Directory enquiry services . 12
5.1.5 Talk through. 12
5.1.6 Voice messaging . 12
5.1.7 Text messaging . 12
5.1.8 General . 12
5.2 Speech to speech relay service . 12
5.2.1 Speech/speech service . 12
5.2.2 Call set up . 12
5.2.3 Emergency services . 13
5.2.4 Directory enquiry services . 13
5.2.5 Voice messaging . 13
5.2.6 General . 13
5.3 Sign relay service . 13
5.3.1 Sign/speech conversion . 13
5.3.2 Sign/text conversion . 13
5.3.3 Call set up . 13
5.3.4 Emergency services . 13
5.3.5 Directory enquiry services . 13
5.3.6 Talk through. 14
5.3.7 Text communication . 14
5.3.8 Voice messaging . 14
5.3.9 Messaging . 14
5.3.10 General . 14
5.4 Lipreading relay service . 14
5.4.1 Speech to lipreading conversion . 14
5.4.2 Lipreading/text conversion . 14
5.4.3 Call set up . 14
5.4.4 Emergency services . 14
5.4.5 Directory enquiry services . 15
5.4.6 Talk through. 15
5.4.7 Voice messaging . 15
5.4.8 Video messaging . 15
ETSI
4 ETSI ES 202 975 V1.2.1 (2009-10)
5.4.9 General . 15
5.5 Captioned Telephony Service. 15
5.5.1 Speech to text conversion . 15
5.5.2 Talk through. 15
5.5.3 Call set up . 15
5.5.4 Emergency services . 16
5.5.5 Directory enquiry services . 16
5.5.6 General . 16
5.6 Text to text service . 16
5.6.1 Text to text conversion . 16
5.6.2 Call set up . 16
5.6.3 Emergency services . 16
5.6.4 Directory enquiry services . 16
5.6.5 General . 16
5.7 Facsimile relay services . 17
5.7.1 Fax/speech conversion . 17
5.7.2 Fax/text conversion . 17
5.7.3 General . 17
6 Service provision . 17
6.1 Organization plan . 17
6.2 Quality assurance . 17
6.2.1 The quality organization. . 17
6.2.2 Presentation of the quality assurance program. 17
6.3 Response time . 18
6.3.1 24 hour service . 18
6.3.2 Limited hour service . 18
6.4 Hold . 18
6.5 Traffic recording. 18
6.5.1 Service performance . 18
6.5.2 Call performance . 19
6.6 Billing . 19
6.7 System reliability . 19
6.7.1 Availability . 19
6.7.2 Disaster recovery plan . 19
6.7.3 Fault messages . 19
6.8 Transmission quality . 19
7 Operator aspects . 20
7.1 Operator proficiency requirements . 20
7.2 Operator procedures . 20
7.2.1 Information . 20
7.2.2 Freedom from bias . 20
7.2.3 Assistance . 20
7.2.4 Translation practice. 20
7.2.5 Neutrality . 20
7.2.6 Accuracy . 20
7.3 Confidentiality . 20
7.3.1 Content disclosure . 20
7.3.2 Secrecy . 20
7.3.3 Privacy . 21
7.3.4 Emergencies . 21
7.4 Calls to stored voice services . 21
7.4.1 Interactive services . 21
7.4.2 Data base access . 21
7.5 Profanity, obscenity and illegality . 21
7.5.1 Conversations . 21
7.5.2 Obscenity directed to operator . 21
7.6 Language . 21
7.7 Operator Training requirements . 22
7.8 Operator counselling . 22
8 User aspects . 22
ETSI
5 ETSI ES 202 975 V1.2.1 (2009-10)
8.1 Complaints handling. 22
8.2 User information . 22
9 Interoperability . 22
Annex A (informative): Interoperability . 23
A.1 General . 23
A.2 Access specifications . 23
A.2.1 PSTN based voice services . 23
A.2.2 PSTN based text services . 23
A.2.3 IP based text service . 23
A.2.4 IP based Video service . 23
A.2.5 Web based service . 23
A.2.6 Facsimile service . 24
Annex B (informative): Call set up . 25
B.1 General . 25
B.1.1 Three step calling . 25
B.1.2 One step calling . 25
B.1.2.1 Option 1 . 25
B.1.2.2 Option 2 . 26
B.1.2.3 Option 3 . 26
B.1.2.4 Option 4 . 27
B.1.2.5 Option 5 . 27
Annex C (informative): Supplementary services . 28
C.1 General . 28
C.1.1 Calling Line Identification Presentation (CLIP). 28
C.1.2 Connected Line Identification Presentation (COLP) . 28
C.1.3 Call forwarding, to announcement . 28
C.1.3.1 Call forwarding, text announcement . 28
C.1.3.2 Call forwarding, video announcement . 28
C.1.4 Message waiting indication . 28
C.1.5 Alarm calls . 28
C.1.6 Do not disturb . 29
C.1.7 Advice of charge . 29
C.1.8 Call progress information . 29
Annex D (informative): Service funding . 30
Annex E (informative): Bibliography . 31
History . 32
ETSI
6 ETSI ES 202 975 V1.2.1 (2009-10)
Intellectual Property Rights
IPRs essential or potentially essential to the present document may have been declared to ETSI. The information
pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found
in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in
respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web
server (http://webapp.etsi.org/IPR/home.asp).
Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee
can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web
server) which are, or may be, or may become, essential to the present document.
Foreword
This ETSI Standard (ES) has been produced by ETSI Technical Committee Human Factors (HF).
Introduction
The present document is based on an TR 101 806 [i.4] which in its turn was based on the Nordic Guidelines [i.9].
The present document responds to the policy objectives set by the European Parliament and Council aiming at an
improved access for people with disabilities to the information society and can increase social cohesion and improve
ebusiness by permitting Small and Medium-sized Enterprises (SMEs) to communicate with disabled customers It will
assist the task of ensuring harmonized provision of relay services throughout the Community.
The present document is intended to promote innovation by providing a standard that can be used in private and public
procurement processes. Therefore, it also assists the implementation of the Public Procurement Directive
(2004/18/EC [i.1]) by providing a harmonized technical specification for the provision of relay services which can be
used to fulfil the requirements of article 23 of the Directive which requires that "technical specifications --- shall be set
out in contract documentation" and states that "…whenever possible these technical specifications should be defined so
as to take into account accessibility criteria for people with disabilities or design for all users".
ETSI
7 ETSI ES 202 975 V1.2.1 (2009-10)
1 Scope
The present document specifies requirements for relay services provided over telecommunications networks. It is
intended to give information suitable for incorporation into contracts between commissioning agents and service
providers.
The present document is applicable to all kinds of relay services which enable a user with communication related
disabilities to converse with another user. It applies to text relay services, speech to speech relay services, sign relay
services, lipreading relay services, captioned telephony services, text to text services and facsimile relay services.
It specifies requirements for services provided on a full 24 hours basis and also for limited hour services.
The present document does not place requirements on network operators.
2 References
References are either specific (identified by date of publication and/or edition number or version number) or
non-specific.
• For a specific reference, subsequent revisions do not apply.
• Non-specific reference may be made only to a complete document or a part thereof and only in the following
cases:
- if it is accepted that it will be possible to use all future changes of the referenced document for the
purposes of the referring document;
- for informative references.
Referenced documents which are not found to be publicly available in the expected location might be found at
http://docbox.etsi.org/Reference.
NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee
their long term validity.
2.1 Normative references
The following referenced documents are indispensable for the application of the present document. For dated
references, only the edition cited applies. For non-specific references, the latest edition of the referenced document
(including any amendments) applies.
[1] IETF RFC 4103: "RTP Payload for Text Conversation".
[2] ITU-T Recommendation T.30: "Procedures for document facsimile transmission in the general
switched telephone network".
[3] ITU-T Recommendation V.18: "Operational and interworking requirements for DCEs operating in
the text telephone mode".
[4] ITU-T Recommendation H-series - Supplement 1: "Application profile - Sign language and
lip-reading real-time conversation using low bit-rate video communication".
[5] ITU-T Recommendation F.700: "Framework Recommendation for multimedia services".
[6] ITU-T Recommendation G.711: "Pulse Code Modulation(PCM) of voice frequencies".
[7] ITU-T Recommendation H.263: "Video coding for low bit rate communication".
[8] ITU-T Recommendation H.264: "Advanced video coding for generic audiovisual services".
ETSI
8 ETSI ES 202 975 V1.2.1 (2009-10)
2.2 Informative references
The following referenced documents are not essential to the use of the present document but they assist the user with
regard to a particular subject area. For non-specific references, the latest version of the referenced document (including
any amendments) applies.
[i.1] Directive 2004/18/EC of the European Parliament and of the Council of 31 March 2004 on the
coordination of procedures for the award of public works contracts, public supply contracts and
public service contracts (OJ L 134/114).
[i.2] ETSI EG 201 013: "Human Factors (HF); Definitions, abbreviations and symbols".
[i.3] ETSI EG 202 320 (2005): "Human Factors (HF); Duplex Universal Speech and Text (DUST)
communications".
[i.4] ETSI TR 101 806 (2000): "Human Factors (HF); Guidelines for Telecommunication Relay
Services for Text Telephones".
[i.5] ETSI TR 102 202 (2003): "Human Factors (HF); Human Factors of work in call centres".
[i.6] ITU-T Recommendation F.703: "Multimedia conversational services".
[i.7] ITU-T Recommendation V.21: "300 bits per second duplex modem standardized for use in the
general switched telephone network".
[i.8] ITU-T Recommendation V.23: "600/1200-baud modem standardized for use in the general
switched telephone network".
[i.9] NFTH: "Nordic guidelines for Telecommunications relay services".
[i.10] UN: "Convention on the rights of persons with disabilities and optional protocol" - United Nations.
[i.11] W3C (11 December 2008): "Web content accessibility guidelines 2.0".
NOTE: Available at http://www.w3.org/TR/2008/REC-WCAG20-20081211.
3 Definitions and abbreviations
3.1 Definitions
For the purposes of the present document, the terms and definitions given in EG 201 013 [i.2] and the following apply:
automatic relay service: service that enables a conversation between two terminals using different communication
modes by providing the facility of automatic conversion between the two modes in substantially real time
captioned telephony: service that assists a deaf or hard of hearing user in a spoken dialogue by providing text captions
translating the incoming part of the conversation
NOTE: The service is usually provided via the Internet on a computer terminal associated with the telephone
being used.
commissioning agent: person or body that procures a relay service from a service provider be means of a purchasing
contract
lipreading relay service:service that enables lipreaders and voice telephone users to interact by providing conversion
between the two modes of communication in substantially real time
NOTE: This conversion is normally provided by a human operator who is a lipspeaker.
lost call: call that cannot be serviced as expected by the users, for reasons internal to the service and outside of control
of the users
operator: person whose prime task is to provide assistance and support to users (also known as an "attendant")
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9 ETSI ES 202 975 V1.2.1 (2009-10)
real-time text: alpha numeric characters perceived as being transmitted in real time over a communications network
relay service: telecommunications service that enables users of different modes of communication e.g. text, sign,
speech, to interact by providing conversion between the modes of communication, normally by a human operator
sign relay service: service that enables sign language users and other users to interact by providing conversion between
the two modes of communication in substantially real time
NOTE: This conversion is normally provided by a human operator (this service is often known as a video relay
service).
speech to speech relay service: telecommunications service that enables speech impaired telephone users and other
users to interact by providing skilled assistance between them
NOTE: This assistance is provided by a specially trained operator.
text relay service: telecommunications service that enables text terminal users and voice terminal users to interact by
providing conversion between the two modes of communication in substantially real time
NOTE: This conversion is normally provided by a human operator.
text telephone: terminal offering text telephony functions, either as a stand-alone unit or as an addition to a voice
telephone or as an application in a multi-function computer based terminal (EG 201 013 [i.2])
text telephony: telecommunications facility offering real time text conversation through telecommunication networks
NOTE: Text telephony may be combined with voice telephony (EG 201 013 [i.2]).
text to text service: telecommunications service that enables two text terminal users to interact by providing any
necessary protocol conversion between the two text terminals in substantially real time
NOTE: This conversion is normally provided automatically.
total conversation: audiovisual conversation service providing bidirectional symmetric real-time transfer of motion
video, text and voice between users in two or more locations (ITU-T Recommendation F.703 [i.6])
V.18 protocols: protocols for modems and character handling in accordance with ITU-T Recommendation V.18 [3]
NOTE: V.18 supports EDT, 5-bit (or Baudot), DTMF, V.21 [i.7], V.23 [i.8], Bell 103 and V.18 based devices.
3.2 Abbreviations
For the purposes of the present document, the following abbreviations apply:
CLI Calling Line Identity
CLIP Calling Line Identification Presentation
CLIR Calling Line Identity Restriction
COLP Connected Line Identification Presentation
COLR Connected Line Identification Restriction
DTMF Dual Tone Multi Frequency
EDT European Deaf Telephone
GSM Global System for Mobile communication
IETF Internet Engineering Task Force
SIP Session Initiation Protocol
SME Small and Medium-sized Enterprise
WCAG Web Content Accessibility Guidelines
ETSI
10 ETSI ES 202 975 V1.2.1 (2009-10)
4 General information
4.1 Relay service
A relay service is a telecommunications service as outlined in figure 1 that enables users of different modes of
communication to interact by providing conversion between the modes of communication.
Relay Service
Network
Text/video
Telephone
device
Figure 1: Communication via a relay service over a network
In its simplest form the relay service is outside the network and can be provided over a dial up network using an
operator to mediate between a textphone user and a telephone user. Alternatively it can be provided by a relay service
provider over any form of connection, for example over a mobile network or via an IP connection where the text/video
device might be PC based. Such a service can be an automatic service using, for example, V.18 [3] modems in a
gateway, to enable interworking between two text terminals operating in different communication modes.
Thus any user in any network using one mode of communication should be able to communicate with another user
using a different mode of communication in the same or in any other network via a relay service. The manner in which
calls are set up would be as appropriate to the communications medium used and it should be possible to set up calls to
and from disabled users in the same manner as calls to and from other users (see annex B for options).
Ideally it should be possible to send/receive high quality real time text, video and voice over IP to and from any
products used for mainstream communication, such as telecommunications terminals, computers (including those in
Internet cafés) and mobile phones, with minimal network, firewall or terminal restrictions.
In order to satisfy the requirements of the UN Convention on the rights of persons with disabilities [i.10] it is also
essential that interoperability should be achieved between all services so as to provide world wide communication
equivalent to that provided for other users.
4.2 Service types
There are a number of different types of relay service offering conversion between differing modes of communication
and many are still under development. The present document deals with the following relay services:
• text relay services;
• speech to speech relay services;
• sign relay services;
• lipreading relay services;
• captioned telephony services;
• text to text services;
• facsimile relay services.
ETSI
11 ETSI ES 202 975 V1.2.1 (2009-10)
4.3 Service provision
The present document is intended to provide a set of harmonized requirements for a relay service that can form the basis
of a purchasing contract between some commissioning organization and a relay service provider.
The service provided to the disabled user is often subsidized in some way, the costs being partly or wholly funded by a
third party, commonly some government agency. There are various ways in which a relay service might be provided
and paid for and such arrangements tend to differ from country to country.
4.4 Grade of service
It has been found that it is not always feasible to provide a full 24 hour service, particularly in the case of those services
with a relatively restricted usage and in the early trial stages of the provision of a new relay service.
The present document therefore provides for two possible options:
a) a full 24 hour service;
b) a limited hour service.
4.5 Supplementary services
Most supplementary services rely on special provisions in the network and cannot normally be provided by relay
service providers. Nevertheless supplementary services such as call diversion or message storage that are provided on
many networks can usually be made available in conjunction with any form of relay service.
Relay services may need to make special arrangements with network providers when offering such supplementary
services. They also imply some special requirements which are dealt with in informative annex C.
These additional services would normally be provided at the user's option at an additional charge, but may alternatively
be provided as part of the basic service offering.
5 Service requirements
5.1 Text Relay Service
5.1.1 Text/speech conversion
A Text Relay Service shall, as its basic service, enable the conversion between real-time text from a text terminal and
speech to a voice terminal and vice versa in substantially real time.
The conversion between the two modes of communication may typically be provided by means of a human
intermediary.
5.1.2 Call set up
All connections set up from the relay service to the text terminal subscriber shall be connected in text-mode, and an
indication given to the call recipient that a text capability is required.
5.1.3 Emergency services
The relay service shall enable any text terminal user to access public emergency services.
This shall not preclude the possibility for the text terminal user to access the emergency service directly via the normal
emergency service dialling code.
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12 ETSI ES 202 975 V1.2.1 (2009-10)
5.1.4 Directory enquiry services
The relay service shall enable any text terminal user to access the whole range of national and international directory
enquiry service.
This shall not preclude the possibility for the text terminal user to access these services directly via the normal directory
enquiry dialling code.
5.1.5 Talk through
The service shall provide a speech path when required so as to permit a voice to voice connection.
NOTE 1: The intention of this voice connection is to enable disabled people who are able either to speak or hear to
do so and to let the relay service translate the appropriate direction of the conversation.
NOTE 2: Some services may offer text and speech paths simultaneously, in others an agreed modus operandi may
be necessary to facilitate selection of the appropriate conversation mode.
5.1.6 Voice messaging
Where a called party has activated a voice message facility, provision shall be made to permit a text terminal user to
leave a voice message or a DTMF number where necessary.
NOTE: This requirement implies that the service is able to follow the instructions of the voice message facility
and convey responses in voice. If more time is required for preparations than the voice message service
allows, it is permissible to make preparations in one call and enter the message in a subsequent call.
5.1.7 Text messaging
Where a textphone user has activated a text message facility, provision shall be made to permit a voice telephone user to
leave a text message.
NOTE: This requirement implies that the service is able to follow the instructions of the text message facility and
convey responses in text.
5.1.8 General
A text relay service shall meet the requirements of cl
...
SLOVENSKI STANDARD
01-december-2009
ýORYHãNLGHMDYQLNL +) +DUPRQL]LUDQHSRVUHGRYDOQHIXQNFLMH
Human Factors (HF) - Harmonized relay services
Ta slovenski standard je istoveten z: ES 202 975 Version 1.2.1
ICS:
35.020 Informacijska tehnika in Information technology (IT) in
tehnologija na splošno general
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
ETSI ES 202 975 V1.2.1 (2009-10)
ETSI Standard
Human Factors (HF);
Harmonized relay services
2 ETSI ES 202 975 V1.2.1 (2009-10)
Reference
DES/HF-00077
Keywords
relay, service
ETSI
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ETSI
3 ETSI ES 202 975 V1.2.1 (2009-10)
Contents
Intellectual Property Rights . 6
Foreword . 6
Introduction . 6
1 Scope . 7
2 References . 7
2.1 Normative references . 7
2.2 Informative references . 8
3 Definitions and abbreviations . 8
3.1 Definitions . 8
3.2 Abbreviations . 9
4 General information . 10
4.1 Relay service . 10
4.2 Service types . 10
4.3 Service provision . 11
4.4 Grade of service . 11
4.5 Supplementary services . 11
5 Service requirements . 11
5.1 Text Relay Service . 11
5.1.1 Text/speech conversion . 11
5.1.2 Call set up . 11
5.1.3 Emergency services . 11
5.1.4 Directory enquiry services . 12
5.1.5 Talk through. 12
5.1.6 Voice messaging . 12
5.1.7 Text messaging . 12
5.1.8 General . 12
5.2 Speech to speech relay service . 12
5.2.1 Speech/speech service . 12
5.2.2 Call set up . 12
5.2.3 Emergency services . 13
5.2.4 Directory enquiry services . 13
5.2.5 Voice messaging . 13
5.2.6 General . 13
5.3 Sign relay service . 13
5.3.1 Sign/speech conversion . 13
5.3.2 Sign/text conversion . 13
5.3.3 Call set up . 13
5.3.4 Emergency services . 13
5.3.5 Directory enquiry services . 13
5.3.6 Talk through. 14
5.3.7 Text communication . 14
5.3.8 Voice messaging . 14
5.3.9 Messaging . 14
5.3.10 General . 14
5.4 Lipreading relay service . 14
5.4.1 Speech to lipreading conversion . 14
5.4.2 Lipreading/text conversion . 14
5.4.3 Call set up . 14
5.4.4 Emergency services . 14
5.4.5 Directory enquiry services . 15
5.4.6 Talk through. 15
5.4.7 Voice messaging . 15
5.4.8 Video messaging . 15
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4 ETSI ES 202 975 V1.2.1 (2009-10)
5.4.9 General . 15
5.5 Captioned Telephony Service. 15
5.5.1 Speech to text conversion . 15
5.5.2 Talk through. 15
5.5.3 Call set up . 15
5.5.4 Emergency services . 16
5.5.5 Directory enquiry services . 16
5.5.6 General . 16
5.6 Text to text service . 16
5.6.1 Text to text conversion . 16
5.6.2 Call set up . 16
5.6.3 Emergency services . 16
5.6.4 Directory enquiry services . 16
5.6.5 General . 16
5.7 Facsimile relay services . 17
5.7.1 Fax/speech conversion . 17
5.7.2 Fax/text conversion . 17
5.7.3 General . 17
6 Service provision . 17
6.1 Organization plan . 17
6.2 Quality assurance . 17
6.2.1 The quality organization. . 17
6.2.2 Presentation of the quality assurance program. 17
6.3 Response time . 18
6.3.1 24 hour service . 18
6.3.2 Limited hour service . 18
6.4 Hold . 18
6.5 Traffic recording. 18
6.5.1 Service performance . 18
6.5.2 Call performance . 19
6.6 Billing . 19
6.7 System reliability . 19
6.7.1 Availability . 19
6.7.2 Disaster recovery plan . 19
6.7.3 Fault messages . 19
6.8 Transmission quality . 19
7 Operator aspects . 20
7.1 Operator proficiency requirements . 20
7.2 Operator procedures . 20
7.2.1 Information . 20
7.2.2 Freedom from bias . 20
7.2.3 Assistance . 20
7.2.4 Translation practice. 20
7.2.5 Neutrality . 20
7.2.6 Accuracy . 20
7.3 Confidentiality . 20
7.3.1 Content disclosure . 20
7.3.2 Secrecy . 20
7.3.3 Privacy . 21
7.3.4 Emergencies . 21
7.4 Calls to stored voice services . 21
7.4.1 Interactive services . 21
7.4.2 Data base access . 21
7.5 Profanity, obscenity and illegality . 21
7.5.1 Conversations . 21
7.5.2 Obscenity directed to operator . 21
7.6 Language . 21
7.7 Operator Training requirements . 22
7.8 Operator counselling . 22
8 User aspects . 22
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5 ETSI ES 202 975 V1.2.1 (2009-10)
8.1 Complaints handling. 22
8.2 User information . 22
9 Interoperability . 22
Annex A (informative): Interoperability . 23
A.1 General . 23
A.2 Access specifications . 23
A.2.1 PSTN based voice services . 23
A.2.2 PSTN based text services . 23
A.2.3 IP based text service . 23
A.2.4 IP based Video service . 23
A.2.5 Web based service . 23
A.2.6 Facsimile service . 24
Annex B (informative): Call set up . 25
B.1 General . 25
B.1.1 Three step calling . 25
B.1.2 One step calling . 25
B.1.2.1 Option 1 . 25
B.1.2.2 Option 2 . 26
B.1.2.3 Option 3 . 26
B.1.2.4 Option 4 . 27
B.1.2.5 Option 5 . 27
Annex C (informative): Supplementary services . 28
C.1 General . 28
C.1.1 Calling Line Identification Presentation (CLIP). 28
C.1.2 Connected Line Identification Presentation (COLP) . 28
C.1.3 Call forwarding, to announcement . 28
C.1.3.1 Call forwarding, text announcement . 28
C.1.3.2 Call forwarding, video announcement . 28
C.1.4 Message waiting indication . 28
C.1.5 Alarm calls . 28
C.1.6 Do not disturb . 29
C.1.7 Advice of charge . 29
C.1.8 Call progress information . 29
Annex D (informative): Service funding . 30
Annex E (informative): Bibliography . 31
History . 32
ETSI
6 ETSI ES 202 975 V1.2.1 (2009-10)
Intellectual Property Rights
IPRs essential or potentially essential to the present document may have been declared to ETSI. The information
pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found
in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in
respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web
server (http://webapp.etsi.org/IPR/home.asp).
Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee
can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web
server) which are, or may be, or may become, essential to the present document.
Foreword
This ETSI Standard (ES) has been produced by ETSI Technical Committee Human Factors (HF).
Introduction
The present document is based on an TR 101 806 [i.4] which in its turn was based on the Nordic Guidelines [i.9].
The present document responds to the policy objectives set by the European Parliament and Council aiming at an
improved access for people with disabilities to the information society and can increase social cohesion and improve
ebusiness by permitting Small and Medium-sized Enterprises (SMEs) to communicate with disabled customers It will
assist the task of ensuring harmonized provision of relay services throughout the Community.
The present document is intended to promote innovation by providing a standard that can be used in private and public
procurement processes. Therefore, it also assists the implementation of the Public Procurement Directive
(2004/18/EC [i.1]) by providing a harmonized technical specification for the provision of relay services which can be
used to fulfil the requirements of article 23 of the Directive which requires that "technical specifications --- shall be set
out in contract documentation" and states that "…whenever possible these technical specifications should be defined so
as to take into account accessibility criteria for people with disabilities or design for all users".
ETSI
7 ETSI ES 202 975 V1.2.1 (2009-10)
1 Scope
The present document specifies requirements for relay services provided over telecommunications networks. It is
intended to give information suitable for incorporation into contracts between commissioning agents and service
providers.
The present document is applicable to all kinds of relay services which enable a user with communication related
disabilities to converse with another user. It applies to text relay services, speech to speech relay services, sign relay
services, lipreading relay services, captioned telephony services, text to text services and facsimile relay services.
It specifies requirements for services provided on a full 24 hours basis and also for limited hour services.
The present document does not place requirements on network operators.
2 References
References are either specific (identified by date of publication and/or edition number or version number) or
non-specific.
• For a specific reference, subsequent revisions do not apply.
• Non-specific reference may be made only to a complete document or a part thereof and only in the following
cases:
- if it is accepted that it will be possible to use all future changes of the referenced document for the
purposes of the referring document;
- for informative references.
Referenced documents which are not found to be publicly available in the expected location might be found at
http://docbox.etsi.org/Reference.
NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee
their long term validity.
2.1 Normative references
The following referenced documents are indispensable for the application of the present document. For dated
references, only the edition cited applies. For non-specific references, the latest edition of the referenced document
(including any amendments) applies.
[1] IETF RFC 4103: "RTP Payload for Text Conversation".
[2] ITU-T Recommendation T.30: "Procedures for document facsimile transmission in the general
switched telephone network".
[3] ITU-T Recommendation V.18: "Operational and interworking requirements for DCEs operating in
the text telephone mode".
[4] ITU-T Recommendation H-series - Supplement 1: "Application profile - Sign language and
lip-reading real-time conversation using low bit-rate video communication".
[5] ITU-T Recommendation F.700: "Framework Recommendation for multimedia services".
[6] ITU-T Recommendation G.711: "Pulse Code Modulation(PCM) of voice frequencies".
[7] ITU-T Recommendation H.263: "Video coding for low bit rate communication".
[8] ITU-T Recommendation H.264: "Advanced video coding for generic audiovisual services".
ETSI
8 ETSI ES 202 975 V1.2.1 (2009-10)
2.2 Informative references
The following referenced documents are not essential to the use of the present document but they assist the user with
regard to a particular subject area. For non-specific references, the latest version of the referenced document (including
any amendments) applies.
[i.1] Directive 2004/18/EC of the European Parliament and of the Council of 31 March 2004 on the
coordination of procedures for the award of public works contracts, public supply contracts and
public service contracts (OJ L 134/114).
[i.2] ETSI EG 201 013: "Human Factors (HF); Definitions, abbreviations and symbols".
[i.3] ETSI EG 202 320 (2005): "Human Factors (HF); Duplex Universal Speech and Text (DUST)
communications".
[i.4] ETSI TR 101 806 (2000): "Human Factors (HF); Guidelines for Telecommunication Relay
Services for Text Telephones".
[i.5] ETSI TR 102 202 (2003): "Human Factors (HF); Human Factors of work in call centres".
[i.6] ITU-T Recommendation F.703: "Multimedia conversational services".
[i.7] ITU-T Recommendation V.21: "300 bits per second duplex modem standardized for use in the
general switched telephone network".
[i.8] ITU-T Recommendation V.23: "600/1200-baud modem standardized for use in the general
switched telephone network".
[i.9] NFTH: "Nordic guidelines for Telecommunications relay services".
[i.10] UN: "Convention on the rights of persons with disabilities and optional protocol" - United Nations.
[i.11] W3C (11 December 2008): "Web content accessibility guidelines 2.0".
NOTE: Available at http://www.w3.org/TR/2008/REC-WCAG20-20081211.
3 Definitions and abbreviations
3.1 Definitions
For the purposes of the present document, the terms and definitions given in EG 201 013 [i.2] and the following apply:
automatic relay service: service that enables a conversation between two terminals using different communication
modes by providing the facility of automatic conversion between the two modes in substantially real time
captioned telephony: service that assists a deaf or hard of hearing user in a spoken dialogue by providing text captions
translating the incoming part of the conversation
NOTE: The service is usually provided via the Internet on a computer terminal associated with the telephone
being used.
commissioning agent: person or body that procures a relay service from a service provider be means of a purchasing
contract
lipreading relay service:service that enables lipreaders and voice telephone users to interact by providing conversion
between the two modes of communication in substantially real time
NOTE: This conversion is normally provided by a human operator who is a lipspeaker.
lost call: call that cannot be serviced as expected by the users, for reasons internal to the service and outside of control
of the users
operator: person whose prime task is to provide assistance and support to users (also known as an "attendant")
ETSI
9 ETSI ES 202 975 V1.2.1 (2009-10)
real-time text: alpha numeric characters perceived as being transmitted in real time over a communications network
relay service: telecommunications service that enables users of different modes of communication e.g. text, sign,
speech, to interact by providing conversion between the modes of communication, normally by a human operator
sign relay service: service that enables sign language users and other users to interact by providing conversion between
the two modes of communication in substantially real time
NOTE: This conversion is normally provided by a human operator (this service is often known as a video relay
service).
speech to speech relay service: telecommunications service that enables speech impaired telephone users and other
users to interact by providing skilled assistance between them
NOTE: This assistance is provided by a specially trained operator.
text relay service: telecommunications service that enables text terminal users and voice terminal users to interact by
providing conversion between the two modes of communication in substantially real time
NOTE: This conversion is normally provided by a human operator.
text telephone: terminal offering text telephony functions, either as a stand-alone unit or as an addition to a voice
telephone or as an application in a multi-function computer based terminal (EG 201 013 [i.2])
text telephony: telecommunications facility offering real time text conversation through telecommunication networks
NOTE: Text telephony may be combined with voice telephony (EG 201 013 [i.2]).
text to text service: telecommunications service that enables two text terminal users to interact by providing any
necessary protocol conversion between the two text terminals in substantially real time
NOTE: This conversion is normally provided automatically.
total conversation: audiovisual conversation service providing bidirectional symmetric real-time transfer of motion
video, text and voice between users in two or more locations (ITU-T Recommendation F.703 [i.6])
V.18 protocols: protocols for modems and character handling in accordance with ITU-T Recommendation V.18 [3]
NOTE: V.18 supports EDT, 5-bit (or Baudot), DTMF, V.21 [i.7], V.23 [i.8], Bell 103 and V.18 based devices.
3.2 Abbreviations
For the purposes of the present document, the following abbreviations apply:
CLI Calling Line Identity
CLIP Calling Line Identification Presentation
CLIR Calling Line Identity Restriction
COLP Connected Line Identification Presentation
COLR Connected Line Identification Restriction
DTMF Dual Tone Multi Frequency
EDT European Deaf Telephone
GSM Global System for Mobile communication
IETF Internet Engineering Task Force
SIP Session Initiation Protocol
SME Small and Medium-sized Enterprise
WCAG Web Content Accessibility Guidelines
ETSI
10 ETSI ES 202 975 V1.2.1 (2009-10)
4 General information
4.1 Relay service
A relay service is a telecommunications service as outlined in figure 1 that enables users of different modes of
communication to interact by providing conversion between the modes of communication.
Relay Service
Network
Text/video
Telephone
device
Figure 1: Communication via a relay service over a network
In its simplest form the relay service is outside the network and can be provided over a dial up network using an
operator to mediate between a textphone user and a telephone user. Alternatively it can be provided by a relay service
provider over any form of connection, for example over a mobile network or via an IP connection where the text/video
device might be PC based. Such a service can be an automatic service using, for example, V.18 [3] modems in a
gateway, to enable interworking between two text terminals operating in different communication modes.
Thus any user in any network using one mode of communication should be able to communicate with another user
using a different mode of communication in the same or in any other network via a relay service. The manner in which
calls are set up would be as appropriate to the communications medium used and it should be possible to set up calls to
and from disabled users in the same manner as calls to and from other users (see annex B for options).
Ideally it should be possible to send/receive high quality real time text, video and voice over IP to and from any
products used for mainstream communication, such as telecommunications terminals, computers (including those in
Internet cafés) and mobile phones, with minimal network, firewall or terminal restrictions.
In order to satisfy the requirements of the UN Convention on the rights of persons with disabilities [i.10] it is also
essential that interoperability should be achieved between all services so as to provide world wide communication
equivalent to that provided for other users.
4.2 Service types
There are a number of different types of relay service offering conversion between differing modes of communication
and many are still under development. The present document deals with the following relay services:
• text relay services;
• speech to speech relay services;
• sign relay services;
• lipreading relay services;
• captioned telephony services;
• text to text services;
• facsimile relay services.
ETSI
11 ETSI ES 202 975 V1.2.1 (2009-10)
4.3 Service provision
The present document is intended to provide a set of harmonized requirements for a relay service that can form the basis
of a purchasing contract between some commissioning organization and a relay service provider.
The service provided to the disabled user is often subsidized in some way, the costs being partly or wholly funded by a
third party, commonly some government agency. There are various ways in which a relay service might be provided
and paid for and such arrangements tend to differ from country to country.
4.4 Grade of service
It has been found that it is not always feasible to provide a full 24 hour service, particularly in the case of those services
with a relatively restricted usage and in the early trial stages of the provision of a new relay service.
The present document therefore provides for two possible options:
a) a full 24 hour service;
b) a limited hour service.
4.5 Supplementary services
Most supplementary services rely on special provisions in the network and cannot normally be provided by relay
service providers. Nevertheless supplementary services such as call diversion or message storage that are provided on
many networks can usually be made available in conjunction with any form of relay service.
Relay services may need to make special arrangements with network providers when offering such supplementary
services. They also imply some special requirements which are dealt with in informative annex C.
These additional services would normally be provided at the user's option at an additional charge, but may alternatively
be provided as part of the basic service offering.
5 Service requirements
5.1 Text Relay Service
5.1.1 Text/speech conversion
A Text Relay Service shall, as its basic service, enable the conversion between real-time text from a text terminal and
speech to a voice terminal and vice versa in substantially real time.
The conversion between the two modes of communication may typically be provided by means of a human
intermediary.
5.1.2 Call set up
All connections set up from the relay service to the text terminal subscriber shall be connected in text-mode, and an
indication given to the call recipient that a text capability is required.
5.1.3 Emergency services
The relay service shall enable any text terminal user to access public emergency services.
This shall not preclude the possibility for the text terminal user to access the emergency service directly via the normal
emergency service dialling code.
ETSI
12 ETSI ES 202 975 V1.2.1 (2009-10)
5.1.4 Directory enquiry services
The relay service shall enable any text terminal user to access the whole range of national and international directory
enquiry service.
This shall not preclude the possibility for the text terminal user to access these services directly via the normal directory
enquiry dialling code.
5.1.5 Talk through
The service shall provide a speech path when required so as to permit a voice to voice connection.
NOTE 1: The intention of this voice connection is to enable disabled people who are able either to speak or hear to
do so and to let the relay service translate the appropriate direction of the conversation.
NOTE 2: Some services may offer text and speech paths simultaneously, in others an
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