Placing direct calls - report

22/04/2008

Omnitor has developed and tested a new system for a more convenient connection to relay services. The test was conducted November 2006 through December 2007 and involved 60 test users. The purpose was to make users able to place calls through a video relay service, text relay service, or Teletal without using the two step procedure; the user should only have to dial the telephone number once and not have to talk to an interpreter first.

The project was financed by The Swedish Post and Telecom Agency and was based on the preliminary study "Convenient Invocation of Relay Services" (2006).

The trial utilized three methods of connection: network connection, computer connection, and telephone connection. With the network connection all components in the system are placed in the telephone network and the user of the relay service can use their current equipment. Computer- and telephone connections involve the connection being made at the user by digital or analog means respectively. These methods presented different possibilities for the user and attended to different needs for different occasions. The project showed that a network connection is the most suitable for Call Direct.

The response from test users, the reference group and many others that have participated in the project has been very positive. There are many advantages to the Call Direct method, the greatest being the possibility for the user of the relay service to leave a single telephone number to their relatives and colleagues, without leaving a description of the two step procedure on a business card pointing them out as people with disabilities.

The test users, who had high expectations even before the project, feel that it is easier for them to place calls with Call Direct and that the system works well. The project has administered new telephone numbers to all network connection users, which is a requirement for the system to work without interfering with their existing means of communication. Since the trial period was fairly short the users did not sufficiently hand out their numbers to their acquaints, and this can be seen in particular in the survey results considering if the users received more or fewer calls following the introduction of Call Direct – many have received fewer calls through Call Direct than with the traditional way. The project has not accordingly had a long term effect on the user’s telephone habits; this is a matter that should be investigated in a potentially continued operation.

The project also showed that the Call Direct function provides the best service quality if the relay services have Call Direct in mind when the relay services are being designed.

The project has also trialed Call Direct in connection with 112 emergency calls. It resulted in positive feedback from both SOS personnel and users.

In conclusion the project could be summarized with the technology providing a more convenient connection through a relay service and reminding more of how other calls are placed and conducted. This is highly appreciated by the test users of which several have expressed hopefulness that Call Direct will be available to them in the future.

The recommendation is to continue the operation of Call Direct, and to offer achieved functionality to all people in the target group for one or more relay services.