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711 to achieve compliancy with 1194.23


From: McDonald, Jennifer
Date: May 30, 2013 7:05AM

Our corporation is required to be compliant with Section 508. Among other things, we have a large call center that includes an interactive voice response system (IVR). We are working on implementing a solution to achieve compliancy for the following standard:

ยง 1194.23 Telecommunications products.

(c) Voice mail, auto-attendant, and interactive voice response telecommunications systems shall be usable by TTY users with their TTYs.

(d) Voice mail, messaging, auto-attendant, and interactive voice response telecommunications systems that require a response from a user within a time interval, shall give an alert when the time interval is about to run out, and shall provide sufficient time for the user to indicate more time is required.
Is publishing and educating users about using the 711 relay service equate Section 508 compliance for a call center?

This would be instead of having our own TTY in house (which would include purchasing a system and training staff) or making the IVR system itself usable with a TTY device. I'm familiar with this information: http://www.howto.gov/contact-centers/technologies/tty-tdd-communications but I haven't been able to get an official answer other than it would achieve compliancy "for now". Has anyone had any experience with this or has had to implement solutions for a call center?

Thanks for any thoughts you might have,


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