EN 301 549 Accessibility requirements for ICT products and services - 13. ICT providing relay or emergency service access
Table of contents section 13
13.1 Relay services requirements
13.1.1 General (informative)
Relay services enable users of different modes of communication e.g. text, sign, speech, to interact remotely through ICT with two-way communication by providing conversion between the modes of communication, normally by a human operator.
It is best practice to meet the applicable relay service requirements of ETSI ES 202 975 [i.5].
13.1.2 Text relay services
Where ICT is intended to provide a text relay service, the text relay service shall enable text users and speech users to interact by providing conversion between the two modes of communication.
13.1.3 Sign relay services
Where ICT is intended to provide a sign relay service, the sign relay service shall enable sign language users and speech users to interact by providing conversion between the two modes of communication.
NOTE: Sign relay services are also sometimes referred to as sign language relay services or video relay services.
13.1.4 Lip-reading relay services
Where ICT is intended to provide a lip-reading relay service, the lip-reading service shall enable lip-readers and voice telephone users to interact by providing conversion between the two modes of communication.
13.1.5 Captioned telephony services
Where ICT is intended to provide a captioned telephony service, the captioned telephony service shall assist a deaf or hard of hearing user in a spoken dialogue by providing text captions translating the incoming part of the conversation.
13.1.6 Speech to speech relay services
Where ICT is intended to provide a speech to speech relay service, the speech to speech relay service shall enable telephone users who are speech impaired, have limited cognitive, language and learning abilities, as well as any other user, to communicate by providing assistance between them.
13.2 Access to relay services
Where ICT systems support two-way communication, and the system is specified for use with relay services, access to those relay services shall not be prevented for outgoing and incoming calls involving: voice, RTT, or video, either individually or in combinations supported by both the relay service and the ICT system.
NOTE 1: The purpose of this requirement is to achieve functionally equivalent communication access by persons with disabilities.
NOTE 2: The system may be specified as needing to work with relay services by, for example: procurers, regulators, or product specifications.
13.3 Access to emergency services
Where ICT systems support two-way communication, and the system is specified for use with emergency services, access to those emergency services shall not be prevented for outgoing and incoming calls involving: voice, RTT, or video, either individually or in combinations supported by both the emergency service and the ICT system.
NOTE 1: The purpose of this requirement is to achieve functionally equivalent communication access to the emergency service by persons with disabilities.
NOTE 2: The system may be specified as needing to work with emergency services by, for example: procurers, regulators, or product specifications.