Genesys Cloud - Main

How does your firm handle situations where someone needs TTY as they are deaf? 

#API/Integrations
#PlatformAdministration
#SystemAdministration
#Telephony
#Unsure/Other

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Amber Krueger
Assistant VP, Shareholder Services
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You can always use an FXS device to connect to the TTY device and there are some SIP-based units.  Both should be able to connect up using non-managed phone settings.

In the USA, the FCC established the TTY Relay Service that mitigates the needs to have TTY support for IVRs.  The other option is to offer a visual IVR using a bit and at the end escalate to a digital agent or use a call out to the customer and transfer to the TTY device on connect.

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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We switched to using the 711 relay service.  We play a TTY-encoded message if someone calls our old TTY numbers that instructs the caller to use 711 and provides the correct phone number for the relay service to call.

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Chad Markle
Senior Director of IT Unified Communications
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