Video Relay Service N11 Code Resolution System
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Solution Overview
Problem
Video relay services for audibly-impaired users face challenges in connecting them to appropriate N11 services, as calls are often routed to sign language interpreters located remotely, leading to incorrect N11 service connections based on the interpreter's location rather than the user's location, resulting in limited access to non-emergency services.
Innovation Solution
A video relay service system that includes a server managing customer and N11 databases to resolve N11 codes based on the user's location, establishing connections between the user's video communication device, a call assistant, and the appropriate N11 service, supporting codes like 211, 311, 511, 711, and 811.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If calls are routed through a remote sign language interpreter location, then the VRS provider can provide sign language interpretation services, but the N11 code will connect to services at the interpreter's location rather than the caller's location
Solution Approach 1:
The system performs preliminary actions by determining the caller's location and resolving the appropriate N11 service number before establishing the call connection. The VRS provider queries the caller's location information and pre-resolves the correct N11 service number based on that location, ensuring the call is routed to the correct service regardless of where the interpreter is located.
Solution Approach 2:
The system introduces an intermediary mechanism - a location-based routing system that acts as a mediator between the caller, the interpreter, and the N11 service. This intermediary resolves the N11 code to the appropriate service number based on the caller's location, decoupling the routing decision from the interpreter's physical location and ensuring accurate service connection.
2Productivity
If VRS providers use remote call centers for interpretation services, then service scalability is improved, but access to local N11 services for callers is compromised
Solution Approach 1:
The system applies local quality by making the N11 service connection location-specific while keeping the interpretation service location-independent. The routing system determines the caller's location and connects to the appropriate local N11 service, while the interpreter can remain at any remote location. This allows each component of the system to have optimal location characteristics.
Solution Approach 2:
The VRS provider system performs multiple functions: it provides sign language interpretation services regardless of interpreter location, determines caller location, resolves N11 codes to appropriate local services, and establishes connections between all parties. This multi-functionality allows the system to maintain scalability while providing local service access.
3Device complexity
If N11 services are not supported in the VRS environment, then system complexity is reduced, but the community remains underserved relative to hearing users
Solution Approach 1:
The system enables self-service by automatically determining the caller's location, resolving the appropriate N11 service number, and establishing the connection without requiring manual intervention from the interpreter or caller. The VRS provider's system automatically handles the entire process of location determination, number resolution, and call routing.
Solution Approach 2:
The system changes the routing parameter from interpreter-location-based to caller-location-based. Instead of routing N11 calls based on where the interpreter is located, the system resolves N11 codes using the caller's location information, fundamentally changing how service routing is determined and enabling comprehensive N11 service support.
Data Source
AI summary
Video relay services, communication systems, and methods are disclosed connecting users with N11 services in a video relay service environment. A video relay service may comprise at least one server configured to manage a customer database including customer records for audibly-impaired users of the video relay service, manage an N11 database including alternate numbers corresponding to N11 codes for a plurality of different locations defined by political boundaries, receive incoming video calls including an N11 code from a calling party, resolve the N11 code to an appropriate alternate number for an N11 service based on a political boundary for the calling party responsive to a query of the N11 database, establish a first connection between a video communication device associated with the calling party and a call assistant station associated with a sign language interpreter, and establish a second connection between the call assistant station and the N11 service.