ETSI ES 202 975 V2.1.1 (2015-09)
Human Factors (HF); Requirements for relay services
Human Factors (HF); Requirements for relay services
RES/HF-00155
Človeški dejavniki (HF) - Zahteve za posredovalne storitve
Ta dokument določa zahteve za posredovalne storitve, zagotovljene prek omrežij IKT. Njegov namen je podati informacije, primerne za vključitev v pogodbe med komisionarji in ponudniki posredovalnih storitev.
Ta dokument velja za vse vrste posredovalnih storitev, ki omogočajo uporabniku s funkcionalnimi omejitvami v povezavi s sluhom, vidom, govorom ali kognitivnimi funkcijami oz. njihovimi kombinacijami, da se lahko pogovarja z drugimi uporabniki. Ta dokument velja za naslednje posredovalne storitve: besedilo, govor-govor, video in podnaslovljene telefonske storitve.
Določene so zahteve za neprekinjene storitve (24/7) in časovno omejene storitve. Ta dokument ne določa zahtev za upravljavce omrežij.
General Information
Standards Content (Sample)
Final draft ES 202 975 V2.1.0 (2015-07)
ETSI STANDARD
Human Factors (HF);
Requirements for relay services
2 Final draft ES 202 975 V2.1.0 (2015-07)
Reference
RES/HF-00155
Keywords
accessibility, HF, ICT, procurement, relay, service
CEN CENELEC ETSI
Avenue Marnix 17 Avenue Marnix 17 650 Route des Lucioles
B-1000 Brussels - BELGIUM B-1000 Brussels - BELGIUM F-06921 Sophia Antipolis Cedex - FRANCE
Tel: + 32 2 550 08 11 Tel.: +32 2 519 68 71 Tel.: +33 4 92 94 42 00
Fax: + 32 2 550 08 19 Fax: +32 2 519 69 19 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
The present document can be downloaded from:
http://www.etsi.org/standards-search
The present document may be made available in electronic versions and/or in print. The content of any electronic and/or
print versions of the present document shall not be modified without the prior written authorization of ETSI. In case of any
existing or perceived difference in contents between such versions and/or in print, the only prevailing document is the
print of the Portable Document Format (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:
https://portal.etsi.org/People/CommiteeSupportStaff.aspx
Copyright Notification
No part may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying
and microfilm except as authorized by written permission of ETSI.
The content of the PDF version shall not be modified without the written authorization of ETSI.
The copyright and the foregoing restriction extend to reproduction in all media.
© European Telecommunications Standards Institute 2015.
© Comité Européen de Normalisation 2015.
© Comité Européen de Normalisation Electrotechnique 2015.
All rights reserved.
TM TM TM
DECT , PLUGTESTS , UMTS and the ETSI logo are Trade Marks of ETSI registered for the benefit of its Members.
TM
3GPP and LTE™ are Trade Marks of ETSI 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 ES 202 975 V2.1.0 (2015-07)
Contents
Contents . 3
Intellectual Property Rights . 6
Foreword. 6
Modal verbs terminology . 6
Introduction . 6
1 Scope . 7
2 References . 7
2.1 Normative references . 7
2.2 Informative references . 7
3 Definitions and abbreviations . 8
3.1 Definitions . 8
3.2 Abbreviations . 9
4 General information on relay services. 10
4.1 A relay service . 10
4.2 Service types . 11
4.3 Relay service provision . 11
4.4 Service hours . 11
4.5 Supplementary services . 11
4.6 Development directions . 12
5 Relay service requirements . 12
5.1 Text relay services . 12
5.1.1 Text/speech conversion . 12
5.1.2 Call set up . 12
5.1.3 Talk through . 13
5.1.4 General . 13
5.2 Speech to speech relay services . 13
5.2.1 Speech to speech service . 13
5.2.2 Call set up . 13
5.2.3 General . 13
5.3 Video relay services . 13
5.3.1 Sign language/speech conversion . 13
5.3.2 Sign/text conversion . 13
5.3.3 Call set up . 13
5.3.4 Talk through . 14
5.3.5 Text communication . 14
5.3.6 General . 14
5.4 Captioned telephony services . 14
5.4.1 Speech to text conversion . 14
5.4.2 Talk through . 14
5.4.3 Call set up . 14
5.4.4 General . 15
6 Relay service provision . 15
6.1 Organization plan . 15
6.2 Quality assurance . 15
6.3 Opening hours . 15
6.3.1 24-hour service . 15
6.3.2 Limited-hour service . 15
6.4 Answering times . 15
6.5 Queue situations . 16
6.6 Call restrictions . 16
6.7 Hold . 16
6.7.1 General . 16
ETSI
4 Final draft ES 202 975 V2.1.0 (2015-07)
6.7.2 Handling of queue situations at the call destination end . 16
6.8 Traffic recording . 16
6.8.1 Service performance monitoring . 16
6.8.2 Call performance monitoring . 16
6.9 Billing . 16
6.10 Lawful interception . 17
6.11 System reliability . 17
6.11.1 Availability . 17
6.11.2 Service performance management . 17
6.11.3 Error messages . 17
6.11.4 Disaster recovery plan . 17
6.12 Transmission quality . 17
6.13 Call addressing and service invocation . 18
6.14 Interacting relay services . 18
6.15 Emergency service access . 18
6.16 Answering machine facility called by a primary user using a relay service . 18
6.17 Answering machine facility in relayed calls to primary users . 19
6.18 Directory enquiry . 19
6.19 Remote interpreting . 19
6.20 Provision of CLI information. 19
7 Communications assistant (including sign language interpreter) aspects . 19
7.1 Communications assistants and sign language interpreters . 19
7.2 Proficiency requirements . 19
7.3 Procedures. 19
7.3.1 Information . 19
7.3.2 Freedom from bias . 20
7.3.3 Assistance . 20
7.3.4 Sign language interpreters' code of practice . 20
7.3.5 Neutrality . 20
7.3.6 Accuracy . 20
7.4 Confidentiality . 20
7.4.1 Content disclosure . 20
7.4.2 Secrecy . 20
7.4.3 Privacy . 20
7.4.4 Emergencies . 20
7.5 Calls to stored voice services . 20
7.5.1 Interactive services . 20
7.5.2 Access to on-line information, data and services through a voice call . 21
7.6 Profanity, obscenity and illegality . 21
7.6.1 Profanity and obscenity in conversations . 21
7.6.2 Obscenity directed to the communications assistant . 21
7.6.3 Illegality . 21
7.7 Language . 21
7.8 Training requirements . 21
7.9 Counselling . 21
7.10 Working conditions. 22
8 User aspects . 22
8.1 Accessibility of the means of access to the service . 22
8.2 Complaints handling . 22
8.3 User information . 22
8.4 Technical information . 22
8.5 Testing facilities . 22
9 Interoperability with end user products and services . 23
Annex A (informative): Interoperability . 24
A.1 General . 24
A.2 Media specifications . 24
A.2.1 Audio . 24
A.2.2 Real-time text . 24
A.2.3 Video . 24
ETSI
5 Final draft ES 202 975 V2.1.0 (2015-07)
A.3 Web access. 25
A.4 Relay service provision and access . 25
A.5 Access for ICT unsupported by the relay service . 25
A.6 General principles for selecting between protocols and calling mechanisms . 25
Annex B (informative): Call setup . 26
B.1 General . 26
B.1.1 Main methods and their attributes . 26
B.1.2 Three-step calling . 26
B.1.3 One-step calling . 26
Annex C (informative): Provision of supplementary services . 30
C.1 Supplementary services of relevance to relay services . 30
C.1.1 General . 30
C.1.2 Calling Line Identification Presentation (CLI/CLIP) . 30
C.1.3 Connected Line Identification Presentation (COLP) . 30
C.1.4 Message waiting indication . 30
C.1.5 Call progress information . 30
History . 31
ETSI
6 Final draft ES 202 975 V2.1.0 (2015-07)
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://ipr.etsi.org).
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 final draft ETSI Standard (ES) has been produced by ETSI Technical Committee Human Factors (HF), and is now
submitted for the ETSI standards Membership Approval Procedure.
Modal verbs terminology
In the present document "shall", "shall not", "should", "should not", "may", "need not", "will", "will not", "can" and
"cannot" are to be interpreted as described in clause 3.2 of the ETSI Drafting Rules (Verbal forms for the expression of
provisions).
"must" and "must not" are NOT allowed in ETSI deliverables except when used in direct citation.
Introduction
The present document is an update of previously published versions and is based on ETSI TR 101 806 [i.4].
Further significant background and research information about relay services and the development of the original
version of the present document can be found in ETSI TR 102 974 [i.1].
Recent development in the area has been taken into careful consideration.
The present document is intended to support the procurement and provision of accessible and usable relay services.
ETSI
7 Final draft ES 202 975 V2.1.0 (2015-07)
1 Scope
The present document specifies requirements for relay services provided over ICT networks. It is intended to give
information suitable for incorporation into contracts between commissioning agents and relay service providers.
The present document is applicable to all kinds of relay services which enable a user with functional limitations related
to hearing, vision, speech or cognitive functions, or combinations thereof, to converse with other users. The present
document applies to text relay services, speech-to-speech relay services, video relay services, and captioned telephony
services.
Requirements are specified for services provided on a 24/7 basis, as well as for limited-hour services.
The present document does not place requirements on network operators.
2 References
2.1 Normative references
References are either specific (identified by date of publication and/or edition number or version number) or
non-specific. For specific references, only the cited version applies. For non-specific references, the latest version of the
reference document (including any amendments) applies.
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.
The following referenced documents are necessary for the application of the present document.
[1] ETSI EN 301 549 (V1.1.2): "Accessibility requirements suitable for public procurement of ICT
products and services in Europe".
[2] Recommendation ITU-T F.700: "Framework Recommendation for multimedia services".
[3] Recommendation ITU-T H.Sup1: "Application profile - Sign language and lip-reading real-time
conversation using low bit-rate video communication".
2.2 Informative references
References are either specific (identified by date of publication and/or edition number or version number) or
non-specific. For specific references, only the cited version applies. For non-specific references, the latest version of the
reference document (including any amendments) applies.
NOTE: While any hyperlinks included in this clause were valid at the time of publication, ETSI cannot guarantee
their long term validity.
The following referenced documents are not necessary for the application of the present document but they assist the
user with regard to a particular subject area.
[i.1] ETSI TR 102 974: "Human Factors (HF); Telecommunications relay services".
[i.2] ETSI EG 201 013: "Human Factors (HF); Definitions, abbreviations and symbols".
[i.3] ETSI EG 202 320 (V1.2.1): "Human Factors (HF); Duplex Universal Speech and Text (DUST)
communications".
[i.4] ETSI TR 101 806 (V1.1.1): "Human Factors (HF); Guidelines for Telecommunication Relay
Services for Text Telephones".
[i.5] ETSI TR 102 202 (V1.1.2): "Human Factors (HF); Human Factors of work in call centres".
ETSI
8 Final draft ES 202 975 V2.1.0 (2015-07)
[i.6] ETSI TS 101 470 (V1.1.1): "Emergency Communications (EMTEL); Total Conversation Access
to Emergency Services".
[i.7] ETSI TS 102 657 (V1.16.1): "Lawful Interception (LI); Retained data handling; Handover
interface for the request and delivery of retained data".
[i.8] ETSI ES 201 158 (V1.2.1): "Telecommunications security; Lawful Interception (LI);
Requirements for network functions".
[i.9] ETSI EG 202 116 (V1.1.1): "Human Factors (HF); Guidelines for ICT products and services;
"Design for All"".
[i.10] Recommendation ITU-T F.703: "Multimedia conversational services".
[i.11] BT SIN 359: "Text Relay Service description".
NOTE: Available at http://www.sinet.bt.com/sinet/SINs/pdf/359v1p4.pdf.
[i.12] Void.
[i.13] United Nations: "Convention on the rights of persons with disabilities and optional protocol".
NOTE: Available at http://www.un.org/disabilities/default.asp?id=150.
3 Definitions and abbreviations
3.1 Definitions
For the purposes of the present document, the terms and definitions given in ETSI EG 201 013 [i.2] and the following
apply:
captioned telephony: service that assists a deaf or hard of hearing user in a spoken dialogue by providing text captions
translating the incoming voice part of the conversation to text
NOTE: The service is usually provided through a device with Internet connection capability.
commissioning agent: person or body that procures a relay service from a service provider by means of a purchasing
contract
Communications Assistant (CA): person working in a relay service with media conversion, as a human intermediary
(including sign language interpreters for video relay services)
NOTE: Also known as and sometimes called interpreter, operator, call handler, telephone operator, etc.
ICT network: technology and resources supporting the connection and operation of interconnected ICT
Information and Communication Technology (ICT): technology, equipment, or interconnected system or subsystem
of equipment for which the principal function is the creation, conversion, duplication, automatic acquisition, storage,
analysis, evaluation, manipulation, management, movement, control, display, switching, interchange, transmission,
reception, or broadcast of data or information
NOTE: Examples of ICT are electronic content, telecommunications products, computers and ancillary
equipment, software, information kiosks and transaction machines, videos, IT services, and multifunction
office machines which copy, scan, and fax documents.
interacting relay services: relay services connected through a common voice path, in order to provide connectivity and
modality translation between two (or several) primary relay service users
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
national numbering plan: scheme that structures the numbers used and the number space available in a country
primary (relay service) user: intended (target) user of a relay service who needs some communication modality
conversion support in order to communicate with voice users
ETSI
9 Final draft ES 202 975 V2.1.0 (2015-07)
NOTE: A primary user can initiate and receive calls.
real-time text: form of text conversation in point-to-point situations or in multipoint conferencing where the text being
entered is displayed in such a way that the communication is perceived by the user as being continuous
relay service: electronic communications service that enables users of different modes of communication (e.g. text,
sign or speech) to interact by providing conversion between different modes of communication, usually through a
communications assistant
relay service user: primary or secondary user of a relay service
secondary (relay service) user: persons other than primary users, using the relay service for communication with
primary users
NOTE: A secondary user can initiate and receive a relayed call.
signing: See "video relay service".
sign language interpreter: person working in a video relay service with sign language interpretation
NOTE: Also called "interpreter".
Signing relay service: See "video relay service".
speech to speech relay service: electronic communications 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 trained communications assistant.
text relay service: electronic communications service that enables text capable 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 communications assistant.
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 (ETSI 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 (ETSI EG 201 013 [i.2]).
text capable terminal: communication device with the capability to use real-time text and optionally, other media in
conversational calls
total conversation: audio-visual conversation service providing bidirectional symmetric real-time transfer of motion
video, text and voice between users in two or more locations (Recommendation ITU-T F.703 [i.10])
videophone: device capable of supporting audio-visual conversation providing bidirectional symmetric real-time
transfer of voice and motion video between two locations
NOTE: Bidirectional text transfer is an optional videophone feature.
Video Relay Service (VRS): service that enables sign language users and other users to interact by providing
conversion between sign language and speech in substantially real time
NOTE: This conversion is normally provided by a sign language interpreter (this service is also known as "sign
relay service").
3.2 Abbreviations
For the purposes of the present document, the following abbreviations apply:
CA Communications Assistant
CLI Calling Line Identity
CLIP Calling Line Identification Presentation
COLP Connected Line Identification Presentation
ETSI
10 Final draft ES 202 975 V2.1.0 (2015-07)
COLR Connected Line Identification Restriction
DTMF Dual Tone Multi Frequency
GSM Global System for Mobile communication
ICT Information and Communication Technology
IMS IP Multimedia Sub-system
IP Internet Protocol
ITU-T International Telecommunication Union - Telecommunication
IVR Interactive Voice Response
PBX Private Branch Exchange
PSTN Public Switched Telephone Network
SIP Session Initiation Protocol
UN United Nations
VRS Video Relay Service
4 General information on relay services
4.1 A relay service
A relay service is an ICT service, as outlined in figure 1, that enables users of different modes of communication to
interact by providing conversion between the modes of communication. The connections in figure 1 represent general
call and media connections and do not show the technological routes of the connections or points of media mixing.
Figure 1: Communication via a relay service over a network
EXAMPLE: In its simplest form, the relay service is outside the network and can be provided using a
communications assistant to mediate between a text telephone user and a voice telephone user. The
service 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/audio device can be based on
mainstream ICT equipment.
The aim of a relay service is to allow any user in any network, using one mode of communication, to communicate with
another user using a different mode of communication in the same, or in any other network, via a relay service.
Relay services can interpret between the different modes of communication used by call participants since ideally it is
possible to send and receive high-quality real time text, video and voice-over-IP calls to and from any product used for
mainstream communication (such as telecommunications terminals, computers (including public ones) and mobile
phones with minimal network, firewall or terminal restrictions).
ETSI
11 Final draft ES 202 975 V2.1.0 (2015-07)
In order to satisfy the requirements of the UN Convention on the rights of persons with disabilities [i.13], it is essential
that interoperability is achieved between all services, so as to provide worldwide 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;
video relay services (for sign language); and
captioned telephony services.
NOTE: The clauses previously addressing lip reading relay services, as well as text-to-text and fax, have been
removed in the present document.
4.3 Relay service provision
The present document provides a set of requirements for relay services that can form the basis of a purchasing contract
between some commissioning organization and a relay service provider.
The service provided to the primary user with functional limitations is often subsidized in some way, e.g. to take
account of the cost of interpretation, the costs being partly or wholly funded by a third party, commonly some
government agency. There are various ways in which a relay service can be provided and paid for and such
arrangements tend to differ from country to country (see BT SIN 359 [i.11]).
4.4 Service hours
Although desirable, it is not always feasible to provide a full 24-hour relay 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 relay service; and
b) a limited-hour relay 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.
ETSI
12 Final draft ES 202 975 V2.1.0 (2015-07)
4.6 Development directions
The following is a list of non-exhaustive topics impacting the development, use and provision of relay services and can
have an impact on the specific service contracts:
The ongoing ICT convergence and the advent of IP-based communication channels (e.g. social media and
other applications) create a desire to access relay services while using such services, in order to bridge the
differences in modality (see also ETSI EG 202 116 [i.9]).
Access through personal, main-stream devices and applications is a necessity.
The handling of queue situations at the call destination (optimizing communications assistant resources is an
everyday issue that would need workarounds and standardized solutions).
Relay service integration and invocation with societal services (e.g. video in healthcare information systems,
alarm systems, etc.).
Interoperability and service access throughout Europe.
Demand for freedom of choice for primary users to have access to and act on the market on equal terms as
secondary users (e.g. with regard to the selection of services and devices).
Integrity, encryption, traffic monitoring and lawful interception.
Authorization of users and their authentication, where necessary.
Integration with current and next generation emergency services, including call handling.
Protection against harmful network attacks.
Fine-tuning of certain functional requirements, including:
- the provision of location information (e.g. for validation and in emergency calls);
- selection of service features and provision by user profile;
- selection of the gender of the communications assistant;
- default provider selection and setting in the user profile or the selection of type of relay service based on
the user profile.
5 Relay service requirements
5.1 Text relay services
5.1.1 Text/speech conversion
A text relay service shall, as its most basic service, enable the conversion:
between real-time text from a text capable terminal and speech to a voice terminal; and
between speech from a voice terminal and real-time text to a text capable terminal.
NOTE: The conversion between the two modes of communication will typically be provided by means of a
human intermediary, called "communications assistant" for the purpose of the present document.
5.1.2 Call set up
All connections set up from the relay service to the text capable terminal subscriber shall include the establishment of
text mode, and an indication to the call recipient that text capability is required.
ETSI
13 Final draft ES 202 975 V2.1.0 (2015-07)
5.1.3 Talk through
The relay service shall support a speech path so as to permit a voice connection between the users.
NOTE 1: The intention of this voice connection is to allow primary users, able either to speak or hear, to do so and
to let the relay service interpret the appropriate direction of the conversation.
NOTE 2: Some services can offer text and speech paths simultaneously, in others an agreed modus operandi can be
necessary to facilitate selection of the appropriate conversation mode.
5.1.4 General
A text relay service shall meet the requirements of clauses 6 to 9.
5.2 Speech to speech relay services
5.2.1 Speech to speech service
A speech to speech relay service shall enable primary relay users with functional limitations in speech or cognition to
interact with other speech users by providing skilled assistance between them. The assistance shall be provided by a
trained, qualified communications assistant.
The service shall provide a direct speech path between all three parties involved in the conversation.
5.2.2 Call set up
All connections set up from the relay service to the primary users shall be connected in speech-mode, and an indication
given to the call recipient that a relay communications assistant is involved in the connection.
5.2.3 General
A speech to speech relay service shall meet the requirements of clauses 6 to 9.
5.3 Video relay services
5.3.1 Sign language/speech conversion
A video relay service shall enable sign language users and voice telephone users to interact by providing conversion
between the two modes of communication in substantially real time.
NOTE: This conversion will normally be provided by a sign language interpreter.
The sign language(s) used shall be those publicly announced for the service.
5.3.2 Sign/text conversion
A video relay service shall enable sign language users and text users to interact by providing conversion between the
two modes of communication in substantially real time.
NOTE: This conversion will
...
ETSI STANDARD
Human Factors (HF);
Requirements for relay services
2 ETSI ES 202 975 V2.1.1 (2015-09)
Reference
RES/HF-00155
Keywords
accessibility, HF, ICT, procurement, 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
The present document can be downloaded from:
http://www.etsi.org/standards-search
The present document may be made available in electronic versions and/or in print. The content of any electronic and/or
print versions of the present document shall not be modified without the prior written authorization of ETSI. In case of any
existing or perceived difference in contents between such versions and/or in print, the only prevailing document is the
print of the Portable Document Format (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:
https://portal.etsi.org/People/CommiteeSupportStaff.aspx
Copyright Notification
No part may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying
and microfilm except as authorized by written permission of ETSI.
The content of the PDF version shall not be modified without the written authorization of ETSI.
The copyright and the foregoing restriction extend to reproduction in all media.
© European Telecommunications Standards Institute 2015.
All rights reserved.
TM TM TM
DECT , PLUGTESTS , UMTS and the ETSI logo are Trade Marks of ETSI registered for the benefit of its Members.
TM
3GPP and LTE™ are Trade Marks of ETSI 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 ETSI ES 202 975 V2.1.1 (2015-09)
Contents
Contents . 3
Intellectual Property Rights . 6
Foreword. 6
Modal verbs terminology . 6
Introduction . 6
1 Scope . 7
2 References . 7
2.1 Normative references . 7
2.2 Informative references . 7
3 Definitions and abbreviations . 8
3.1 Definitions . 8
3.2 Abbreviations . 9
4 General information on relay services. 10
4.1 A relay service . 10
4.2 Service types . 11
4.3 Relay service provision . 11
4.4 Service hours . 11
4.5 Supplementary services . 11
4.6 Development directions . 12
5 Relay service requirements . 12
5.1 Text relay services . 12
5.1.1 Text/speech conversion . 12
5.1.2 Call set up . 12
5.1.3 Talk through . 13
5.1.4 General . 13
5.2 Speech to speech relay services . 13
5.2.1 Speech to speech service . 13
5.2.2 Call set up . 13
5.2.3 General . 13
5.3 Video relay services . 13
5.3.1 Sign language/speech conversion . 13
5.3.2 Sign/text conversion . 13
5.3.3 Call set up . 13
5.3.4 Talk through . 14
5.3.5 Text communication . 14
5.3.6 General . 14
5.4 Captioned telephony services . 14
5.4.1 Speech to text conversion . 14
5.4.2 Talk through . 14
5.4.3 Call set up . 14
5.4.4 General . 15
6 Relay service provision . 15
6.1 Organization plan . 15
6.2 Quality assurance . 15
6.3 Opening hours . 15
6.3.1 24-hour service . 15
6.3.2 Limited-hour service . 15
6.4 Answering times . 15
6.5 Queue situations . 16
6.6 Call restrictions . 16
6.7 Hold . 16
6.7.1 General . 16
ETSI
4 ETSI ES 202 975 V2.1.1 (2015-09)
6.7.2 Handling of queue situations at the call destination end . 16
6.8 Traffic recording . 16
6.8.1 Service performance monitoring . 16
6.8.2 Call performance monitoring . 16
6.9 Billing . 16
6.10 Lawful interception . 17
6.11 System reliability . 17
6.11.1 Availability . 17
6.11.2 Service performance management . 17
6.11.3 Error messages . 17
6.11.4 Disaster recovery plan . 17
6.12 Transmission quality . 17
6.13 Call addressing and service invocation . 18
6.14 Interacting relay services . 18
6.15 Emergency service access . 18
6.16 Answering machine facility called by a primary user using a relay service . 18
6.17 Answering machine facility in relayed calls to primary users . 19
6.18 Directory enquiry . 19
6.19 Remote interpreting . 19
6.20 Provision of CLI information. 19
7 Communications assistant (including sign language interpreter) aspects . 19
7.1 Communications assistants and sign language interpreters . 19
7.2 Proficiency requirements . 19
7.3 Procedures. 19
7.3.1 Information . 19
7.3.2 Freedom from bias . 20
7.3.3 Assistance . 20
7.3.4 Sign language interpreters' code of practice . 20
7.3.5 Neutrality . 20
7.3.6 Accuracy . 20
7.4 Confidentiality . 20
7.4.1 Content disclosure . 20
7.4.2 Secrecy . 20
7.4.3 Privacy . 20
7.4.4 Emergencies . 20
7.5 Calls to stored voice services . 20
7.5.1 Interactive services . 20
7.5.2 Access to on-line information, data and services through a voice call . 21
7.6 Profanity, obscenity and illegality . 21
7.6.1 Profanity and obscenity in conversations . 21
7.6.2 Obscenity directed to the communications assistant . 21
7.6.3 Illegality . 21
7.7 Language . 21
7.8 Training requirements . 21
7.9 Counselling . 21
7.10 Working conditions. 22
8 User aspects . 22
8.1 Accessibility of the means of access to the service . 22
8.2 Complaints handling . 22
8.3 User information . 22
8.4 Technical information . 22
8.5 Testing facilities . 22
9 Interoperability with end user products and services . 23
Annex A (informative): Interoperability . 24
A.1 General . 24
A.2 Media specifications . 24
A.2.1 Audio . 24
A.2.2 Real-time text . 24
A.2.3 Video . 24
ETSI
5 ETSI ES 202 975 V2.1.1 (2015-09)
A.3 Web access. 25
A.4 Relay service provision and access . 25
A.5 Access for ICT unsupported by the relay service . 25
A.6 General principles for selecting between protocols and calling mechanisms . 25
Annex B (informative): Call setup . 26
B.1 General . 26
B.1.1 Main methods and their attributes . 26
B.1.2 Three-step calling . 26
B.1.3 One-step calling . 26
Annex C (informative): Provision of supplementary services . 30
C.1 Supplementary services of relevance to relay services . 30
C.1.1 General . 30
C.1.2 Calling Line Identification Presentation (CLI/CLIP) . 30
C.1.3 Connected Line Identification Presentation (COLP) . 30
C.1.4 Message waiting indication . 30
C.1.5 Call progress information . 30
History . 31
ETSI
6 ETSI ES 202 975 V2.1.1 (2015-09)
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://ipr.etsi.org).
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).
Modal verbs terminology
In the present document "shall", "shall not", "should", "should not", "may", "need not", "will", "will not", "can" and
"cannot" are to be interpreted as described in clause 3.2 of the ETSI Drafting Rules (Verbal forms for the expression of
provisions).
"must" and "must not" are NOT allowed in ETSI deliverables except when used in direct citation.
Introduction
The present document is an update of previously published versions and is based on ETSI TR 101 806 [i.4].
Further significant background and research information about relay services and the development of the original
version of the present document can be found in ETSI TR 102 974 [i.1].
Recent development in the area has been taken into careful consideration.
The present document is intended to support the procurement and provision of accessible and usable relay services.
ETSI
7 ETSI ES 202 975 V2.1.1 (2015-09)
1 Scope
The present document specifies requirements for relay services provided over ICT networks. It is intended to give
information suitable for incorporation into contracts between commissioning agents and relay service providers.
The present document is applicable to all kinds of relay services which enable a user with functional limitations related
to hearing, vision, speech or cognitive functions, or combinations thereof, to converse with other users. The present
document applies to text relay services, speech-to-speech relay services, video relay services, and captioned telephony
services.
Requirements are specified for services provided on a 24/7 basis, as well as for limited-hour services.
The present document does not place requirements on network operators.
2 References
2.1 Normative references
References are either specific (identified by date of publication and/or edition number or version number) or
non-specific. For specific references, only the cited version applies. For non-specific references, the latest version of the
reference document (including any amendments) applies.
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.
The following referenced documents are necessary for the application of the present document.
[1] ETSI EN 301 549 (V1.1.2): "Accessibility requirements suitable for public procurement of ICT
products and services in Europe".
[2] Recommendation ITU-T F.700: "Framework Recommendation for multimedia services".
[3] Recommendation ITU-T H.Sup1: "Application profile - Sign language and lip-reading real-time
conversation using low bit-rate video communication".
2.2 Informative references
References are either specific (identified by date of publication and/or edition number or version number) or
non-specific. For specific references, only the cited version applies. For non-specific references, the latest version of the
reference document (including any amendments) applies.
NOTE: While any hyperlinks included in this clause were valid at the time of publication, ETSI cannot guarantee
their long term validity.
The following referenced documents are not necessary for the application of the present document but they assist the
user with regard to a particular subject area.
[i.1] ETSI TR 102 974: "Human Factors (HF); Telecommunications relay services".
[i.2] ETSI EG 201 013: "Human Factors (HF); Definitions, abbreviations and symbols".
[i.3] ETSI EG 202 320 (V1.2.1): "Human Factors (HF); Duplex Universal Speech and Text (DUST)
communications".
[i.4] ETSI TR 101 806 (V1.1.1): "Human Factors (HF); Guidelines for Telecommunication Relay
Services for Text Telephones".
[i.5] ETSI TR 102 202 (V1.1.2): "Human Factors (HF); Human Factors of work in call centres".
ETSI
8 ETSI ES 202 975 V2.1.1 (2015-09)
[i.6] ETSI TS 101 470 (V1.1.1): "Emergency Communications (EMTEL); Total Conversation Access
to Emergency Services".
[i.7] ETSI TS 102 657 (V1.16.1): "Lawful Interception (LI); Retained data handling; Handover
interface for the request and delivery of retained data".
[i.8] ETSI ES 201 158 (V1.2.1): "Telecommunications security; Lawful Interception (LI);
Requirements for network functions".
[i.9] ETSI EG 202 116 (V1.1.1): "Human Factors (HF); Guidelines for ICT products and services;
"Design for All"".
[i.10] Recommendation ITU-T F.703: "Multimedia conversational services".
[i.11] BT SIN 359: "Text Relay Service description".
NOTE: Available at http://www.sinet.bt.com/sinet/SINs/pdf/359v1p4.pdf.
[i.12] Void.
[i.13] United Nations: "Convention on the rights of persons with disabilities and optional protocol".
NOTE: Available at http://www.un.org/disabilities/default.asp?id=150.
3 Definitions and abbreviations
3.1 Definitions
For the purposes of the present document, the terms and definitions given in ETSI EG 201 013 [i.2] and the following
apply:
captioned telephony: service that assists a deaf or hard of hearing user in a spoken dialogue by providing text captions
translating the incoming voice part of the conversation to text
NOTE: The service is usually provided through a device with Internet connection capability.
commissioning agent: person or body that procures a relay service from a service provider by means of a purchasing
contract
Communications Assistant (CA): person working in a relay service with media conversion, as a human intermediary
(including sign language interpreters for video relay services)
NOTE: Also known as and sometimes called interpreter, operator, call handler, telephone operator, etc.
ICT network: technology and resources supporting the connection and operation of interconnected ICT
Information and Communication Technology (ICT): technology, equipment, or interconnected system or subsystem
of equipment for which the principal function is the creation, conversion, duplication, automatic acquisition, storage,
analysis, evaluation, manipulation, management, movement, control, display, switching, interchange, transmission,
reception, or broadcast of data or information
NOTE: Examples of ICT are electronic content, telecommunications products, computers and ancillary
equipment, software, information kiosks and transaction machines, videos, IT services, and multifunction
office machines which copy, scan, and fax documents.
interacting relay services: relay services connected through a common voice path, in order to provide connectivity and
modality translation between two (or several) primary relay service users
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
national numbering plan: scheme that structures the numbers used and the number space available in a country
primary (relay service) user: intended (target) user of a relay service who needs some communication modality
conversion support in order to communicate with voice users
ETSI
9 ETSI ES 202 975 V2.1.1 (2015-09)
NOTE: A primary user can initiate and receive calls.
real-time text: form of text conversation in point-to-point situations or in multipoint conferencing where the text being
entered is displayed in such a way that the communication is perceived by the user as being continuous
relay service: electronic communications service that enables users of different modes of communication (e.g. text,
sign or speech) to interact by providing conversion between different modes of communication, usually through a
communications assistant
relay service user: primary or secondary user of a relay service
secondary (relay service) user: persons other than primary users, using the relay service for communication with
primary users
NOTE: A secondary user can initiate and receive a relayed call.
signing: See "video relay service".
sign language interpreter: person working in a video relay service with sign language interpretation
NOTE: Also called "interpreter".
Signing relay service: See "video relay service".
speech to speech relay service: electronic communications 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 trained communications assistant.
text relay service: electronic communications service that enables text capable 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 communications assistant.
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 (ETSI 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 (ETSI EG 201 013 [i.2]).
text capable terminal: communication device with the capability to use real-time text and optionally, other media in
conversational calls
total conversation: audio-visual conversation service providing bidirectional symmetric real-time transfer of motion
video, text and voice between users in two or more locations (Recommendation ITU-T F.703 [i.10])
videophone: device capable of supporting audio-visual conversation providing bidirectional symmetric real-time
transfer of voice and motion video between two locations
NOTE: Bidirectional text transfer is an optional videophone feature.
Video Relay Service (VRS): service that enables sign language users and other users to interact by providing
conversion between sign language and speech in substantially real time
NOTE: This conversion is normally provided by a sign language interpreter (this service is also known as "sign
relay service").
3.2 Abbreviations
For the purposes of the present document, the following abbreviations apply:
CA Communications Assistant
CLI Calling Line Identity
CLIP Calling Line Identification Presentation
COLP Connected Line Identification Presentation
ETSI
10 ETSI ES 202 975 V2.1.1 (2015-09)
COLR Connected Line Identification Restriction
DTMF Dual Tone Multi Frequency
GSM Global System for Mobile communication
ICT Information and Communication Technology
IMS IP Multimedia Sub-system
IP Internet Protocol
ITU-T International Telecommunication Union - Telecommunication
IVR Interactive Voice Response
PBX Private Branch Exchange
PSTN Public Switched Telephone Network
SIP Session Initiation Protocol
UN United Nations
VRS Video Relay Service
4 General information on relay services
4.1 A relay service
A relay service is an ICT service, as outlined in figure 1, that enables users of different modes of communication to
interact by providing conversion between the modes of communication. The connections in figure 1 represent general
call and media connections and do not show the technological routes of the connections or points of media mixing.
Figure 1: Communication via a relay service over a network
EXAMPLE: In its simplest form, the relay service is outside the network and can be provided using a
communications assistant to mediate between a text telephone user and a voice telephone user. The
service 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/audio device can be based on
mainstream ICT equipment.
The aim of a relay service is to allow any user in any network, using one mode of communication, to communicate with
another user using a different mode of communication in the same, or in any other network, via a relay service.
Relay services can interpret between the different modes of communication used by call participants since ideally it is
possible to send and receive high-quality real time text, video and voice-over-IP calls to and from any product used for
mainstream communication (such as telecommunications terminals, computers (including public ones) and mobile
phones with minimal network, firewall or terminal restrictions).
ETSI
11 ETSI ES 202 975 V2.1.1 (2015-09)
In order to satisfy the requirements of the UN Convention on the rights of persons with disabilities [i.13], it is essential
that interoperability is achieved between all services, so as to provide worldwide 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;
video relay services (for sign language); and
captioned telephony services.
NOTE: The clauses previously addressing lip reading relay services, as well as text-to-text and fax, have been
removed in the present document.
4.3 Relay service provision
The present document provides a set of requirements for relay services that can form the basis of a purchasing contract
between some commissioning organization and a relay service provider.
The service provided to the primary user with functional limitations is often subsidized in some way, e.g. to take
account of the cost of interpretation, the costs being partly or wholly funded by a third party, commonly some
government agency. There are various ways in which a relay service can be provided and paid for and such
arrangements tend to differ from country to country (see BT SIN 359 [i.11]).
4.4 Service hours
Although desirable, it is not always feasible to provide a full 24-hour relay 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 relay service; and
b) a limited-hour relay 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.
ETSI
12 ETSI ES 202 975 V2.1.1 (2015-09)
4.6 Development directions
The following is a list of non-exhaustive topics impacting the development, use and provision of relay services and can
have an impact on the specific service contracts:
The ongoing ICT convergence and the advent of IP-based communication channels (e.g. social media and
other applications) create a desire to access relay services while using such services, in order to bridge the
differences in modality (see also ETSI EG 202 116 [i.9]).
Access through personal, main-stream devices and applications is a necessity.
The handling of queue situations at the call destination (optimizing communications assistant resources is an
everyday issue that would need workarounds and standardized solutions).
Relay service integration and invocation with societal services (e.g. video in healthcare information systems,
alarm systems, etc.).
Interoperability and service access throughout Europe.
Demand for freedom of choice for primary users to have access to and act on the market on equal terms as
secondary users (e.g. with regard to the selection of services and devices).
Integrity, encryption, traffic monitoring and lawful interception.
Authorization of users and their authentication, where necessary.
Integration with current and next generation emergency services, including call handling.
Protection against harmful network attacks.
Fine-tuning of certain functional requirements, including:
- the provision of location information (e.g. for validation and in emergency calls);
- selection of service features and provision by user profile;
- selection of the gender of the communications assistant;
- default provider selection and setting in the user profile or the selection of type of relay service based on
the user profile.
5 Relay service requirements
5.1 Text relay services
5.1.1 Text/speech conversion
A text relay service shall, as its most basic service, enable the conversion:
between real-time text from a text capable terminal and speech to a voice terminal; and
between speech from a voice terminal and real-time text to a text capable terminal.
NOTE: The conversion between the two modes of communication will typically be provided by means of a
human intermediary, called "communications assistant" for the purpose of the present document.
5.1.2 Call set up
All connections set up from the relay service to the text capable terminal subscriber shall include the establishment of
text mode, and an indication to the call recipient that text capability is required.
ETSI
13 ETSI ES 202 975 V2.1.1 (2015-09)
5.1.3 Talk through
The relay service shall support a speech path so as to permit a voice connection between the users.
NOTE 1: The intention of this voice connection is to allow primary users, able either to speak or hear, to do so and
to let the relay service interpret the appropriate direction of the conversation.
NOTE 2: Some services can offer text and speech paths simultaneously, in others an agreed modus operandi can be
necessary to facilitate selection of the appropriate conversation mode.
5.1.4 General
A text relay service shall meet the requirements of clauses 6 to 9.
5.2 Speech to speech relay services
5.2.1 Speech to speech service
A speech to speech relay service shall enable primary relay users with functional limitations in speech or cognition to
interact with other speech users by providing skilled assistance between them. The assistance shall be provided by a
trained, qualified communications assistant.
The service shall provide a direct speech path between all three parties involved in the conversation.
5.2.2 Call set up
All connections set up from the relay service to the primary users shall be connected in speech-mode, and an indication
given to the call recipient that a relay communications assistant is involved in the connection.
5.2.3 General
A speech to speech relay service shall meet the requirements of clauses 6 to 9.
5.3 Video relay services
5.3.1 Sign language/speech conversion
A video relay service shall enable sign language users and voice telephone users to interact by providing conversion
between the two modes of communication in substantially real time.
NOTE: This conversion will normally be provided by a sign language interpreter.
The sign language(s) used shall be those publicly announced for the service.
5.3.2 Sign/text conversion
A video relay service shall enable sign language users and text users to interact by providing conversion between the
two modes of communication in substantially real time.
NOTE: This conversion will normally be provided by interacting relay services.
5.3.3 Call set up
All connections set up from the relay service to the signing users shall include video mode, and an indication given to
the call recipient that that a video capability is requested.
ETSI
14 ETSI ES 202 975 V2.1.1 (2015-09)
5.3.4 Talk through
The service shall provide a speech path between all three parties, when required and feasible, so as to p
...
SLOVENSKI STANDARD
01-februar-2016
ýORYHãNLGHMDYQLNL +) =DKWHYH]DSRVUHGRYDOQHVWRULWYH
Human Factors (HF) - Requirements for relay services
Ta slovenski standard je istoveten z: ES 202 975 V2.1.1
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 STANDARD
Human Factors (HF);
Requirements for relay services
2 ETSI ES 202 975 V2.1.1 (2015-09)
Reference
RES/HF-00155
Keywords
accessibility, HF, ICT, procurement, 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
The present document can be downloaded from:
http://www.etsi.org/standards-search
The present document may be made available in electronic versions and/or in print. The content of any electronic and/or
print versions of the present document shall not be modified without the prior written authorization of ETSI. In case of any
existing or perceived difference in contents between such versions and/or in print, the only prevailing document is the
print of the Portable Document Format (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:
https://portal.etsi.org/People/CommiteeSupportStaff.aspx
Copyright Notification
No part may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying
and microfilm except as authorized by written permission of ETSI.
The content of the PDF version shall not be modified without the written authorization of ETSI.
The copyright and the foregoing restriction extend to reproduction in all media.
© European Telecommunications Standards Institute 2015.
All rights reserved.
TM TM TM
DECT , PLUGTESTS , UMTS and the ETSI logo are Trade Marks of ETSI registered for the benefit of its Members.
TM
3GPP and LTE™ are Trade Marks of ETSI 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 ETSI ES 202 975 V2.1.1 (2015-09)
Contents
Contents . 3
Intellectual Property Rights . 6
Foreword. 6
Modal verbs terminology . 6
Introduction . 6
1 Scope . 7
2 References . 7
2.1 Normative references . 7
2.2 Informative references . 7
3 Definitions and abbreviations . 8
3.1 Definitions . 8
3.2 Abbreviations . 9
4 General information on relay services. 10
4.1 A relay service . 10
4.2 Service types . 11
4.3 Relay service provision . 11
4.4 Service hours . 11
4.5 Supplementary services . 11
4.6 Development directions . 12
5 Relay service requirements . 12
5.1 Text relay services . 12
5.1.1 Text/speech conversion . 12
5.1.2 Call set up . 12
5.1.3 Talk through . 13
5.1.4 General . 13
5.2 Speech to speech relay services . 13
5.2.1 Speech to speech service . 13
5.2.2 Call set up . 13
5.2.3 General . 13
5.3 Video relay services . 13
5.3.1 Sign language/speech conversion . 13
5.3.2 Sign/text conversion . 13
5.3.3 Call set up . 13
5.3.4 Talk through . 14
5.3.5 Text communication . 14
5.3.6 General . 14
5.4 Captioned telephony services . 14
5.4.1 Speech to text conversion . 14
5.4.2 Talk through . 14
5.4.3 Call set up . 14
5.4.4 General . 15
6 Relay service provision . 15
6.1 Organization plan . 15
6.2 Quality assurance . 15
6.3 Opening hours . 15
6.3.1 24-hour service . 15
6.3.2 Limited-hour service . 15
6.4 Answering times . 15
6.5 Queue situations . 16
6.6 Call restrictions . 16
6.7 Hold . 16
6.7.1 General . 16
ETSI
4 ETSI ES 202 975 V2.1.1 (2015-09)
6.7.2 Handling of queue situations at the call destination end . 16
6.8 Traffic recording . 16
6.8.1 Service performance monitoring . 16
6.8.2 Call performance monitoring . 16
6.9 Billing . 16
6.10 Lawful interception . 17
6.11 System reliability . 17
6.11.1 Availability . 17
6.11.2 Service performance management . 17
6.11.3 Error messages . 17
6.11.4 Disaster recovery plan . 17
6.12 Transmission quality . 17
6.13 Call addressing and service invocation . 18
6.14 Interacting relay services . 18
6.15 Emergency service access . 18
6.16 Answering machine facility called by a primary user using a relay service . 18
6.17 Answering machine facility in relayed calls to primary users . 19
6.18 Directory enquiry . 19
6.19 Remote interpreting . 19
6.20 Provision of CLI information. 19
7 Communications assistant (including sign language interpreter) aspects . 19
7.1 Communications assistants and sign language interpreters . 19
7.2 Proficiency requirements . 19
7.3 Procedures. 19
7.3.1 Information . 19
7.3.2 Freedom from bias . 20
7.3.3 Assistance . 20
7.3.4 Sign language interpreters' code of practice . 20
7.3.5 Neutrality . 20
7.3.6 Accuracy . 20
7.4 Confidentiality . 20
7.4.1 Content disclosure . 20
7.4.2 Secrecy . 20
7.4.3 Privacy . 20
7.4.4 Emergencies . 20
7.5 Calls to stored voice services . 20
7.5.1 Interactive services . 20
7.5.2 Access to on-line information, data and services through a voice call . 21
7.6 Profanity, obscenity and illegality . 21
7.6.1 Profanity and obscenity in conversations . 21
7.6.2 Obscenity directed to the communications assistant . 21
7.6.3 Illegality . 21
7.7 Language . 21
7.8 Training requirements . 21
7.9 Counselling . 21
7.10 Working conditions. 22
8 User aspects . 22
8.1 Accessibility of the means of access to the service . 22
8.2 Complaints handling . 22
8.3 User information . 22
8.4 Technical information . 22
8.5 Testing facilities . 22
9 Interoperability with end user products and services . 23
Annex A (informative): Interoperability . 24
A.1 General . 24
A.2 Media specifications . 24
A.2.1 Audio . 24
A.2.2 Real-time text . 24
A.2.3 Video . 24
ETSI
5 ETSI ES 202 975 V2.1.1 (2015-09)
A.3 Web access. 25
A.4 Relay service provision and access . 25
A.5 Access for ICT unsupported by the relay service . 25
A.6 General principles for selecting between protocols and calling mechanisms . 25
Annex B (informative): Call setup . 26
B.1 General . 26
B.1.1 Main methods and their attributes . 26
B.1.2 Three-step calling . 26
B.1.3 One-step calling . 26
Annex C (informative): Provision of supplementary services . 30
C.1 Supplementary services of relevance to relay services . 30
C.1.1 General . 30
C.1.2 Calling Line Identification Presentation (CLI/CLIP) . 30
C.1.3 Connected Line Identification Presentation (COLP) . 30
C.1.4 Message waiting indication . 30
C.1.5 Call progress information . 30
History . 31
ETSI
6 ETSI ES 202 975 V2.1.1 (2015-09)
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://ipr.etsi.org).
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).
Modal verbs terminology
In the present document "shall", "shall not", "should", "should not", "may", "need not", "will", "will not", "can" and
"cannot" are to be interpreted as described in clause 3.2 of the ETSI Drafting Rules (Verbal forms for the expression of
provisions).
"must" and "must not" are NOT allowed in ETSI deliverables except when used in direct citation.
Introduction
The present document is an update of previously published versions and is based on ETSI TR 101 806 [i.4].
Further significant background and research information about relay services and the development of the original
version of the present document can be found in ETSI TR 102 974 [i.1].
Recent development in the area has been taken into careful consideration.
The present document is intended to support the procurement and provision of accessible and usable relay services.
ETSI
7 ETSI ES 202 975 V2.1.1 (2015-09)
1 Scope
The present document specifies requirements for relay services provided over ICT networks. It is intended to give
information suitable for incorporation into contracts between commissioning agents and relay service providers.
The present document is applicable to all kinds of relay services which enable a user with functional limitations related
to hearing, vision, speech or cognitive functions, or combinations thereof, to converse with other users. The present
document applies to text relay services, speech-to-speech relay services, video relay services, and captioned telephony
services.
Requirements are specified for services provided on a 24/7 basis, as well as for limited-hour services.
The present document does not place requirements on network operators.
2 References
2.1 Normative references
References are either specific (identified by date of publication and/or edition number or version number) or
non-specific. For specific references, only the cited version applies. For non-specific references, the latest version of the
reference document (including any amendments) applies.
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.
The following referenced documents are necessary for the application of the present document.
[1] ETSI EN 301 549 (V1.1.2): "Accessibility requirements suitable for public procurement of ICT
products and services in Europe".
[2] Recommendation ITU-T F.700: "Framework Recommendation for multimedia services".
[3] Recommendation ITU-T H.Sup1: "Application profile - Sign language and lip-reading real-time
conversation using low bit-rate video communication".
2.2 Informative references
References are either specific (identified by date of publication and/or edition number or version number) or
non-specific. For specific references, only the cited version applies. For non-specific references, the latest version of the
reference document (including any amendments) applies.
NOTE: While any hyperlinks included in this clause were valid at the time of publication, ETSI cannot guarantee
their long term validity.
The following referenced documents are not necessary for the application of the present document but they assist the
user with regard to a particular subject area.
[i.1] ETSI TR 102 974: "Human Factors (HF); Telecommunications relay services".
[i.2] ETSI EG 201 013: "Human Factors (HF); Definitions, abbreviations and symbols".
[i.3] ETSI EG 202 320 (V1.2.1): "Human Factors (HF); Duplex Universal Speech and Text (DUST)
communications".
[i.4] ETSI TR 101 806 (V1.1.1): "Human Factors (HF); Guidelines for Telecommunication Relay
Services for Text Telephones".
[i.5] ETSI TR 102 202 (V1.1.2): "Human Factors (HF); Human Factors of work in call centres".
ETSI
8 ETSI ES 202 975 V2.1.1 (2015-09)
[i.6] ETSI TS 101 470 (V1.1.1): "Emergency Communications (EMTEL); Total Conversation Access
to Emergency Services".
[i.7] ETSI TS 102 657 (V1.16.1): "Lawful Interception (LI); Retained data handling; Handover
interface for the request and delivery of retained data".
[i.8] ETSI ES 201 158 (V1.2.1): "Telecommunications security; Lawful Interception (LI);
Requirements for network functions".
[i.9] ETSI EG 202 116 (V1.1.1): "Human Factors (HF); Guidelines for ICT products and services;
"Design for All"".
[i.10] Recommendation ITU-T F.703: "Multimedia conversational services".
[i.11] BT SIN 359: "Text Relay Service description".
NOTE: Available at http://www.sinet.bt.com/sinet/SINs/pdf/359v1p4.pdf.
[i.12] Void.
[i.13] United Nations: "Convention on the rights of persons with disabilities and optional protocol".
NOTE: Available at http://www.un.org/disabilities/default.asp?id=150.
3 Definitions and abbreviations
3.1 Definitions
For the purposes of the present document, the terms and definitions given in ETSI EG 201 013 [i.2] and the following
apply:
captioned telephony: service that assists a deaf or hard of hearing user in a spoken dialogue by providing text captions
translating the incoming voice part of the conversation to text
NOTE: The service is usually provided through a device with Internet connection capability.
commissioning agent: person or body that procures a relay service from a service provider by means of a purchasing
contract
Communications Assistant (CA): person working in a relay service with media conversion, as a human intermediary
(including sign language interpreters for video relay services)
NOTE: Also known as and sometimes called interpreter, operator, call handler, telephone operator, etc.
ICT network: technology and resources supporting the connection and operation of interconnected ICT
Information and Communication Technology (ICT): technology, equipment, or interconnected system or subsystem
of equipment for which the principal function is the creation, conversion, duplication, automatic acquisition, storage,
analysis, evaluation, manipulation, management, movement, control, display, switching, interchange, transmission,
reception, or broadcast of data or information
NOTE: Examples of ICT are electronic content, telecommunications products, computers and ancillary
equipment, software, information kiosks and transaction machines, videos, IT services, and multifunction
office machines which copy, scan, and fax documents.
interacting relay services: relay services connected through a common voice path, in order to provide connectivity and
modality translation between two (or several) primary relay service users
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
national numbering plan: scheme that structures the numbers used and the number space available in a country
primary (relay service) user: intended (target) user of a relay service who needs some communication modality
conversion support in order to communicate with voice users
ETSI
9 ETSI ES 202 975 V2.1.1 (2015-09)
NOTE: A primary user can initiate and receive calls.
real-time text: form of text conversation in point-to-point situations or in multipoint conferencing where the text being
entered is displayed in such a way that the communication is perceived by the user as being continuous
relay service: electronic communications service that enables users of different modes of communication (e.g. text,
sign or speech) to interact by providing conversion between different modes of communication, usually through a
communications assistant
relay service user: primary or secondary user of a relay service
secondary (relay service) user: persons other than primary users, using the relay service for communication with
primary users
NOTE: A secondary user can initiate and receive a relayed call.
signing: See "video relay service".
sign language interpreter: person working in a video relay service with sign language interpretation
NOTE: Also called "interpreter".
Signing relay service: See "video relay service".
speech to speech relay service: electronic communications 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 trained communications assistant.
text relay service: electronic communications service that enables text capable 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 communications assistant.
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 (ETSI 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 (ETSI EG 201 013 [i.2]).
text capable terminal: communication device with the capability to use real-time text and optionally, other media in
conversational calls
total conversation: audio-visual conversation service providing bidirectional symmetric real-time transfer of motion
video, text and voice between users in two or more locations (Recommendation ITU-T F.703 [i.10])
videophone: device capable of supporting audio-visual conversation providing bidirectional symmetric real-time
transfer of voice and motion video between two locations
NOTE: Bidirectional text transfer is an optional videophone feature.
Video Relay Service (VRS): service that enables sign language users and other users to interact by providing
conversion between sign language and speech in substantially real time
NOTE: This conversion is normally provided by a sign language interpreter (this service is also known as "sign
relay service").
3.2 Abbreviations
For the purposes of the present document, the following abbreviations apply:
CA Communications Assistant
CLI Calling Line Identity
CLIP Calling Line Identification Presentation
COLP Connected Line Identification Presentation
ETSI
10 ETSI ES 202 975 V2.1.1 (2015-09)
COLR Connected Line Identification Restriction
DTMF Dual Tone Multi Frequency
GSM Global System for Mobile communication
ICT Information and Communication Technology
IMS IP Multimedia Sub-system
IP Internet Protocol
ITU-T International Telecommunication Union - Telecommunication
IVR Interactive Voice Response
PBX Private Branch Exchange
PSTN Public Switched Telephone Network
SIP Session Initiation Protocol
UN United Nations
VRS Video Relay Service
4 General information on relay services
4.1 A relay service
A relay service is an ICT service, as outlined in figure 1, that enables users of different modes of communication to
interact by providing conversion between the modes of communication. The connections in figure 1 represent general
call and media connections and do not show the technological routes of the connections or points of media mixing.
Figure 1: Communication via a relay service over a network
EXAMPLE: In its simplest form, the relay service is outside the network and can be provided using a
communications assistant to mediate between a text telephone user and a voice telephone user. The
service 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/audio device can be based on
mainstream ICT equipment.
The aim of a relay service is to allow any user in any network, using one mode of communication, to communicate with
another user using a different mode of communication in the same, or in any other network, via a relay service.
Relay services can interpret between the different modes of communication used by call participants since ideally it is
possible to send and receive high-quality real time text, video and voice-over-IP calls to and from any product used for
mainstream communication (such as telecommunications terminals, computers (including public ones) and mobile
phones with minimal network, firewall or terminal restrictions).
ETSI
11 ETSI ES 202 975 V2.1.1 (2015-09)
In order to satisfy the requirements of the UN Convention on the rights of persons with disabilities [i.13], it is essential
that interoperability is achieved between all services, so as to provide worldwide 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;
video relay services (for sign language); and
captioned telephony services.
NOTE: The clauses previously addressing lip reading relay services, as well as text-to-text and fax, have been
removed in the present document.
4.3 Relay service provision
The present document provides a set of requirements for relay services that can form the basis of a purchasing contract
between some commissioning organization and a relay service provider.
The service provided to the primary user with functional limitations is often subsidized in some way, e.g. to take
account of the cost of interpretation, the costs being partly or wholly funded by a third party, commonly some
government agency. There are various ways in which a relay service can be provided and paid for and such
arrangements tend to differ from country to country (see BT SIN 359 [i.11]).
4.4 Service hours
Although desirable, it is not always feasible to provide a full 24-hour relay 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 relay service; and
b) a limited-hour relay 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.
ETSI
12 ETSI ES 202 975 V2.1.1 (2015-09)
4.6 Development directions
The following is a list of non-exhaustive topics impacting the development, use and provision of relay services and can
have an impact on the specific service contracts:
The ongoing ICT convergence and the advent of IP-based communication channels (e.g. social media and
other applications) create a desire to access relay services while using such services, in order to bridge the
differences in modality (see also ETSI EG 202 116 [i.9]).
Access through personal, main-stream devices and applications is a necessity.
The handling of queue situations at the call destination (optimizing communications assistant resources is an
everyday issue that would need workarounds and standardized solutions).
Relay service integration and invocation with societal services (e.g. video in healthcare information systems,
alarm systems, etc.).
Interoperability and service access throughout Europe.
Demand for freedom of choice for primary users to have access to and act on the market on equal terms as
secondary users (e.g. with regard to the selection of services and devices).
Integrity, encryption, traffic monitoring and lawful interception.
Authorization of users and their authentication, where necessary.
Integration with current and next generation emergency services, including call handling.
Protection against harmful network attacks.
Fine-tuning of certain functional requirements, including:
- the provision of location information (e.g. for validation and in emergency calls);
- selection of service features and provision by user profile;
- selection of the gender of the communications assistant;
- default provider selection and setting in the user profile or the selection of type of relay service based on
the user profile.
5 Relay service requirements
5.1 Text relay services
5.1.1 Text/speech conversion
A text relay service shall, as its most basic service, enable the conversion:
between real-time text from a text capable terminal and speech to a voice terminal; and
between speech from a voice terminal and real-time text to a text capable terminal.
NOTE: The conversion between the two modes of communication will typically be provided by means of a
human intermediary, called "communications assistant" for the purpose of the present document.
5.1.2 Call set up
All connections set up from the relay service to the text capable terminal subscriber shall include the establishment of
text mode, and an indication to the call recipient that text capability is required.
ETSI
13 ETSI ES 202 975 V2.1.1 (2015-09)
5.1.3 Talk through
The relay service shall support a speech path so as to permit a voice connection between the users.
NOTE 1: The intention of this voice connection is to allow primary users, able either to speak or hear, to do so and
to let the relay service interpret the appropriate direction of the conversation.
NOTE 2: Some services can offer text and speech paths simultaneously, in others an agreed modus operandi can be
necessary to facilitate selection of the appropriate conversation mode.
5.1.4 General
A text relay service shall meet the requirements of clauses 6 to 9.
5.2 Speech to speech relay services
5.2.1 Speech to speech service
A speech to speech relay service shall enable primary relay users with functional limitations in speech or cognition to
interact with other speech users by providing skilled assistance between them. The assistance shall be provided by a
trained, qualified communications assistant.
The service shall provide a direct speech path between all three parties involved in the conversation.
5.2.2 Call set up
All connections set up from the relay service to the primary users shall be connected in speech-mode, and an indication
given to the call recipient that a relay communications assistant is involved in the connection.
5.2.3 General
A speech to speech relay service shall meet the requirements of clauses 6 to 9.
5.3 Video relay services
5.3.1 Sign language/speech conversion
A video relay service
...
Questions, Comments and Discussion
Ask us and Technical Secretary will try to provide an answer. You can facilitate discussion about the standard in here.
Loading comments...