Human Factors (HF) - Requirements for relay services

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.

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

Status
Published
Publication Date
16-Dec-2015
Current Stage
6060 - National Implementation/Publication (Adopted Project)
Start Date
05-Nov-2015
Due Date
10-Jan-2016
Completion Date
17-Dec-2015

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Standards Content (sample)

SLOVENSKI STANDARD
SIST ES 202 975 V2.1.1:2016
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
SIST ES 202 975 V2.1.1:2016 en,fr,de

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

---------------------- Page: 1 ----------------------
SIST ES 202 975 V2.1.1:2016
---------------------- Page: 2 ----------------------
SIST ES 202 975 V2.1.1:2016
ETSI ES 202 975 V2.1.1 (2015-09)
ETSI STANDARD
Human Factors (HF);
Requirements for relay services
---------------------- Page: 3 ----------------------
SIST ES 202 975 V2.1.1:2016
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.

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
---------------------- Page: 4 ----------------------
SIST ES 202 975 V2.1.1:2016
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
---------------------- Page: 5 ----------------------
SIST ES 202 975 V2.1.1:2016
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
---------------------- Page: 6 ----------------------
SIST ES 202 975 V2.1.1:2016
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
---------------------- Page: 7 ----------------------
SIST ES 202 975 V2.1.1:2016
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
---------------------- Page: 8 ----------------------
SIST ES 202 975 V2.1.1:2016
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
---------------------- Page: 9 ----------------------
SIST ES 202 975 V2.1.1:2016
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 conversationa
...

ETSI ES 202 975 V2.1.1 (2015-09)
ETSI STANDARD
Human Factors (HF);
Requirements for relay services
---------------------- Page: 1 ----------------------
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.

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
---------------------- Page: 2 ----------------------
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
---------------------- Page: 3 ----------------------
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
---------------------- Page: 4 ----------------------
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
---------------------- Page: 5 ----------------------
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
---------------------- Page: 6 ----------------------
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
---------------------- Page: 7 ----------------------
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

...

Final draft ES 202 975 V2.1.0 (2015-07)
ETSI STANDARD
Human Factors (HF);
Requirements for relay services
---------------------- Page: 1 ----------------------
2 Final draft ES 202 975 V2.1.0 (2015-07)
Reference
RES/HF-00155
Keywords
accessibility, HF, ICT, procurement, relay, service
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ETSI
---------------------- Page: 2 ----------------------
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
---------------------- Page: 3 ----------------------
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
---------------------- Page: 4 ----------------------
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
---------------------- Page: 5 ----------------------
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
---------------------- Page: 6 ----------------------
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
---------------------- Page: 7 ----------------------
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 a
...

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