Soft Client TTY Mode Switching for Disability Access
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Solution Overview
Problem
Current PC-based soft clients lack inherent support for TTY communication, forcing users to switch to Telecommuter mode to use TTY devices, which results in loss of job-specific functionalities and fails to meet disability access and Section 508 compliance, especially in Road Warrior mode, and does not support mixed-mode voice-and-TTY communication as required by regulations.
Innovation Solution
Systems and methods that enable a soft client to switch between Road Warrior and Telecommuter modes mid-call, allowing TTY device integration with PC audio capabilities, using a communication server to handle TTY communications and maintaining call control functions, supporting Voice Carry Over and Hearing Carry Over modes, and enabling TTY-PC communication through USB, Bluetooth, or headphone jack connections.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a soft client operates in Road Warrior mode with PC audio capabilities, then voice communication convenience is improved, but TTY communication support is lost
Solution Approach 1:
The soft client dynamically switches between Road Warrior mode and Telecommuter mode based on the communication partner's needs. The system detects TTY communication requirements and automatically transitions modes, allowing the same device to provide both voice-only convenience and TTY support without requiring separate dedicated devices.
Solution Approach 2:
The soft client is designed to perform multiple functions by supporting both Road Warrior mode (voice communication via PC audio) and Telecommuter mode (TTY communication via external device). This multi-functionality allows a single device to serve both hearing and deaf/hard-of-hearing users, as well as support mixed-mode communications like VCO and HCO.
2Adaptability or versatility
If a soft client operates in Telecommuter mode to support TTY communication, then TTY communication capability is improved, but job-specific functionalities are lost
Solution Approach 1:
The system segments the communication functions by routing different types of communications through different modes. Voice communications use Road Warrior mode with full soft client functionality, while TTY communications use Telecommuter mode. The soft client maintains control and functionality for the entire call duration, even when TTY device is physically connected, by managing the media stream routing intelligently.
3Adaptability or versatility
If a soft client embeds a soft TTY function, then TTY support in Road Warrior mode is improved, but compatibility with various TTY protocols becomes problematic
Solution Approach 1:
Instead of embedding complex TTY protocol handling directly in the soft client, the system uses an external TTY device as an intermediary. The soft client communicates with the TTY device through standard telephony interfaces, avoiding the need to implement and maintain compatibility with multiple TTY protocols (Baudot 45.45, Baudot 50, EDT, Minitel, V.21, etc.) while still providing TTY support.
4Adaptability or versatility
If an agent transfers a TTY call to a desktop TTY device, then TTY communication is enabled, but access to soft client functionality is lost
Solution Approach 1:
The soft client maintains continuous control and functionality throughout the entire call, including when TTY communication is active. The system allows mode switching without ending the call or losing soft client features, ensuring that job-specific functionalities remain accessible even during TTY communications. The media stream routing is managed dynamically without interrupting the overall call control.
Data Source
AI summary
Methods and systems for allowing analog TTY devices to be operated in conjunction with voice-only soft client applications are provided. Supported communication styles include a text-only TTY mode, a mode in which the user of the soft client receives text and responds by voice, a mode in which the user receives voice and responds with text, and a voice-only mode. Mode selection may be manual or automatic. Communication between the TTY device and far-end user may be via a direct connection between the TTY and the associated PBX, or via a connection between the TTY and the PC that is hosting the soft phone application.