Source: https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-section-508-standards/guide-to-the-section-508-standards/accessible-telecommunications-product-design-tutorial
Timestamp: 2019-04-20 12:54:19+00:00

Document:
Introduction & Background – Gives an introduction to the provision and the issue being addressed by the rule.
Design Guidance – Uses a question and answer format, in most provisions, to address the interests of product designers. This section provides further technical information and gives measurable targets. Where applicable, examples of implementation methods are given. It is imperative that Federal agencies understand that these methods illustrated are not the only approaches for reaching accessibility goals.
Provision Requirementsare design elements necessary for product conformance to the Section 508 provision.
Recommended Practices are design approaches that augment or exceed the 508 provision requirement and enhance usability and accessibility.
Telecommunications: The transmission, between or among points specified by the user, of information of the user's choosing, without change in the form or content of the information as sent and received.
Customer premises equipment: Equipment employed on the premises of a person (other than a carrier) to originate, route, or terminate telecommunications. Telecommunications equipment: Equipment, other than customer premises equipment, used by a carrier to provide telecommunications services, and includes software integral to such equipment (including upgrades). Telecommunications service: The offering of telecommunications for a fee directly to the public, or to such classes of users as to be effectively available directly to the public, regardless of the facilities used.
Again, products generally have primary functions that will be covered by one of the six technical areas in Subpart B. However, products often have features that may be covered in other sections of Subpart B as well as Subpart C. Some examples of how the Telecommunications Products provisions should be applied will now be given to assist in further clarifying the correct application of these provisions. Three types of products will be used to illustrate how the provisions should apply. The first example is a typical desktop telephone with answering machine capability. The second is a self-contained, single-function FAX machine. The third is a complex “All-in-One” machine that includes FAX, scanner, copier, and printer. The unit connects to a personal computer and contains software to be loaded on the personal computer. 1. A typical desktop telephone with answering machine is clearly covered by section 1194.23 because its primary function is to provide telecommunications functionality. All parts of 1194.23 apply to this product, as do all parts of 1194.31. Provisions from other technical sections of 508 may also apply based on the telephone design and features.
From the 1194.25 provisions, ‘a’, ‘b’, ‘c’, ‘g’, ‘h’, and ‘i’ apply to this product. Provision ‘d’ does not apply because no biometric form of identification is being used in this particular example. Provision ‘e’ does not apply because the product does not deliver voice output. Provision ‘f’ does not apply because there is no voice output for purposes of a conversation. Provision ‘j’ does not apply because this is not a freestanding product. Provisions ‘c’, ‘h’, and ‘i’, may not apply depending on whether the product has a display and on the type of display. A third example is an “All-in-One” machine connected to a personal computer that includes a FAX, scanner, printer, and copier. This product does not support voice calls. The product includes software to be loaded on the personal computer. Therefore, this software must meet the requirements for software (1194.21). The unit itself is similar to the one in the second example and is covered under the telecommunications products (1194.23) and self contained, closed products (1194.25) provisions, as well as the 1194.31 functional performance criteria. To determine exactly which provisions apply to this “All-in-One” product, the same kind of analysis performed in the example of the stand alone FAX machine would be performed. §1194.23 ProvisionsThe following table quotes verbatim the telecommunications accessibility provisions found in §1194.23, Telecommunications Products. Headings by each provision are hyperlinked to the discussion of that provision in the document.
§1194.23(b) Telecommunications products which include voice communication functionality shall support all commonly used cross-manufacturer non-proprietary standard TTY signal protocols.
§1194.23(c) Voice mail, auto-attendant, and interactive voice response telecommunications systems shall be usable by TTY users with their TTYs.
§1194.23(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.
§1194.23(e) Where provided, caller identification and similar telecommunications functions shall also be available for users of TTYs, and for users who cannot see displays.
§1194.23(f) For transmitted voice signals, telecommunications products shall provide a gain adjustable up to a minimum of 20 dB. For incremental volume control, at least one intermediate step of 12 dB of gain shall be provided.
§1194.23(g) If the telecommunications product allows a user to adjust the receive volume, a function shall be provided to automatically reset the volume to the default level after every use.
§1194.23(h) Where a telecommunications product delivers output by an audio transducer which is normally held up to the ear, a means for effective magnetic wireless coupling to hearing technologies shall be provided.
§1194.23(i) Interference to hearing technologies (including hearing aids, cochlear implants, and assistive listening devices) shall be reduced to the lowest possible level that allows a user of hearing technologies to utilize the telecommunications product.
§1194.23(j) Products that transmit or conduct information or communication, shall pass through cross-manufacturer, non-proprietary, industry-standard codes, translation protocols, formats or other information necessary to provide the information or communication in a usable format. Technologies which use encoding, signal compression, format transformation, or similar techniques shall not remove information needed for access or shall restore it upon delivery.
§1194.23(k) Products which have mechanically operated controls or keys, shall comply with the following:(1) Controls and keys shall be tactilely discernible without activating the controls or keys.(2) Controls and keys shall be operable with one hand and shall not require tight grasping, pinching, or twisting of the wrist. The force required to activate controls and keys shall be 5 lbs. (22.2 N) maximum.(3) If key repeat is supported, the delay before repeat shall be adjustable to at least 2 seconds. Key repeat rate shall be adjustable to 2 seconds per character.(4) The status of all locking or toggle controls or keys shall be visually discernible, and discernible either through touch or sound.
A standard, non-acoustic connection for TTYs should be provided.
The user should be able to turn microphones on and off, so as to intermix speech with TTY signals.
This provision does not require a telephone to have built-in TTY functionality. For example, an analog telephone port that allows connection to a TTY is perfectly acceptable to provide assistive technology compatibility.
It is possible to provide equivalent facilitation using TTY emulating software in a personal computer (equipped with a microphone and speakers), but only if the VCO requirement is addressed in the solution.
Although this provision does not specifically address the issue of quality necessary for effective communication, voice and TTY signals could be capable of being mixed without garbling of TTY text or reduction of speech quality.
Where an analog RJ-11 connector is provided for TTY connectivity, a ring equivalence of 1 is commonly provided (in addition to the 1 ring equivalent provided for the telephone).
If the port connects directly to the PSTN, it should conform to the standards for an analog PSTN telephone line (FCC Part 68).
Although one of the purposes of this provision is to ensure good signal quality, a TTY direct connection has a secondary benefit of supporting the auto answer ability of TTYs with that feature. Designers should note that TTYs connected through an audio jack cannot act as answering machines – even if they have answering machine features in them (that work when they are connected through an RJ-11 jack). To answer a telephone (or act as an answering machine) TTYs need to have a direct connection to the telephone line.
It is important that telephones, which provide audio connection points, pass through the ring signal to the connector so that TTYs with built-in signal capability can detect the ringing. The telephone set-up for a TTY needs to be able to activate a flashing light (or, in the case of portable/wireless telephones, vibrating) feature or third party device in order for a TTY user with a hearing loss to know when the telephone is ringing.
It would be helpful for there to be a standard mechanism for TTYs to answer the telephone when connected through a 2.5 mm audio connection point so that TTY auto-answer or answering machines can work.
508 Provision §1194.23(b) Telecommunications products which include voice communication functionality shall support all commonly used cross-manufacturer non-proprietary standard TTY signal protocols. Introduction & Background A two-way, real-time text-based telephone service for people with communication disabilities, based upon TTYs, was developed from teletype machines in the 1960s. The purpose of this provision is to ensure that TTY compatibility (with the signal, not just the connection point) is not overlooked. Specifically, this provision requires that mainstream telecommunications products be compatible with the traditional or standard TTY code of 45.5 baud Baudot. Design Guidance • Is my product affected by this provision? This provision applies to all telecommunications products that support 2-way voice communications. For example, a fax machine with a line monitoring speaker only (but no handset with microphone, and no speakerphone functionality) is only one-directional and therefore, not covered, even though it emits speech and sounds of the person at the other end of the call. However, a fax machine with handset and microphone, enabling a two-way conversation, would be covered. • What is a TTY and how does it work? A TTY is a text communication terminal that allows people with hearing or speech disabilities to use the telephone. TIA/EIA 825-A, “A Frequency Shift Keyed Modem For Use On The Public Switched Telephone Network” is the basic standard defining the Baudot TTY. TTYs (transmitting in 45.5 baud Baudot) that conform to TIA/EIA 825-A are silent when not transmitting.
Unlike fax machines and computer modems, these TTYs have no "handshake" procedure at the start of a call, nor do they have a carrier tone during the call.
Although this approach tends to limit the speed of transmission, it has the advantage of permitting TTY tones, DTMF (Dual Tone Multi-Frequency signals, also known as "touch tones"), and voice to be intermixed on the same call. It also allows TTY calls to be put on hold and to be transferred.
When transmitting in 45.5 baud Baudot, there is no automatic mechanism that lets TTY users know when a character they have typed correctly has been received incorrectly.
Each TTY character consists of a sequence of seven individual tones.
The first tone is always a "start tone" at 1800 Hz.
This is followed by a series of five tones, at either 1400 or 1800 Hz, which specify the character.
The final tone in the sequence is always a "stop tone" at 1400 Hz. The "stop tone" is a border that separates this character from the next.
Provision Requirements • Telecommunications products which include voice communication functionality should support all commonly used cross-manufacturer non-proprietary standard TTY signal protocols. Recommended Practices • There is no single protocol for testing TTY signals within mainstream telecommunications systems. For example, there are different issues for TTY over wireless networks than for TTY over VoIP. However, for evaluating TTY error rates on digital wireless telephones, consider testing protocols developed by the TTY Forum. See: http://www.atis.org/atis/tty/ttyforum.htm.
Voice mail, auto attendant, and interactive voice response systems should be usable by TTY callers, both to leave and retrieve messages, as well as to use the system features. This accessibility allows TTY users to navigate the systems independently without relying on a telecommunications relay service because the systems will directly send and receive TTY signals.
Timing should be a consideration when designing the system to be “usable” as the provision requires. TTY users need sufficient time to read and respond prior to the system timing-out. Also, see 1194.23 (d).
Since the voice mail system of the agency should be completely TTY compatible, TTYs with answering machine functionality should not be needed (though the voice mail may or may not be easier to use), since TTY users could have their telephone answered by the central voice mail system like everyone else.
The TTY character error rate would ideally be no greater than that experienced by non-TTY users. The benchmark used for wireless TTY compatibility is an average error rate no higher than 1%.
When a TTY accessible answering machine is used, instead of TTY accessible voice mail, only answering machines with high enough fidelity to accurately record and play back TTY tones should be used (i.e., many of the modern digital recorders would not work). It is important that the machines also not mistake TTY tones for dial or other system tones and cut off recording of the TTY signals. Designers should be clear that the availability of a TTY answering machine (assistive technology) is not considered a method of making a voice mail, auto attendant or interactive voice response system TTY-accessible.
It would be helpful if voice mail, auto attendant, and interactive voice response systems would either accept TTY Baudot tones or make it clear that the numbers that should be pressed are the ones on the telephone keypad (especially when they are talking to the user using Baudot).
Read the IVR Accessibility Forum Disability Implications Matrix, which provides the industry with information about the barriers and advantages of IVR Systems for people with disabilities. See: http://www.atis.org/atis/ivr/ivrhom.htm. The information is presented in three ways. The application view is by product or industry, the interface view shows each step required by a user, and the disability view shows interface implications for specific disability categories. All views include links to definitions in the IVR Forum’s Accessibility Glossary. Note that some recommendations listed go beyond what the 508 Standard requires.
When a response time is used, the user should be alerted, as the end of the time interval is approaching, and be allowed to indicate that additional time is required.
Minimize the use of timed responses.
A minimum of 5 seconds could be given to the user to indicate that additional time is needed.
Some people with partial hearing loss only recognize some of the words in a message and may require that the message be repeated, repeated more loudly, or may simply require more time to comprehend what is being said. Providing a way for users to repeat or slow down the message would be helpful.
Note that although not required under this provision, time-out warnings could be sent in the same sensory mode as the mode in which the conversation is transmitted. In fact, multiple sensory methods can be used to alert users that the end of a response period is approaching. For example, an audible alert alone may not inform a user with a hearing disability that a time-out is about to occur, but a visual alert (on a display) could accompany the audible alert on a closed system. If required for operation, such measures would be required under 1194.3 functional performance criteria.
Products and/or services that deliver, support, or provide special information functions, such as Caller ID, in a visual mode should make the information available in at least one non-visual mode or make it available to assistive technology that will be present and that can display it in a non-visual mode.
Telecommunications function information, such as Caller ID, available to other users of the same system should be provided to TTY users of that system as well.
Most commonly, the non-visual format for presenting telecommunications information is audio.
Presenting telecommunications information through the integration of telecommunications equipment and information technology is one way of meeting this provision because it enables a user to attach assistive technology to access the telecommunications information. Currently, this method is only available on landline telephones.
When telecommunications function information is time sensitive, such as with a caller identification function, it could be made immediately available to the user without requiring user action to access. As an example, the user would be able to have the callers’ identity announced immediately, if it is immediately displayed for other users. This feature should be user selectable.
The acoustic output should be controllable by the user.
For incremental volume control, at least one intermediate step of 12 dB of gain should be provided.
The maximum volume setting should reach at least 20 dB above the default volume setting.
Recommended Practices The intention of this requirement is that a usable signal be available at the maximum volume setting. Commonly accepted frequency responses and distortion/clipping levels could be accomplished within acceptable range at maximum volume setting.
508 Provision §1194.23(g)If the telecommunications product allows a user to adjust the receive volume, a function shall be provided to automatically reset the volume to the default level after every use.
(1) The volume reset override switch shall be labeled as such and located on the telephone in such a way as to not be accessible to accidental engagement; (2) A bright indicator light shall be prominently displayed on the front of the telephone and shall light up when the override is engaged and the telephone is placed in an off-hook condition; (3) Next to the light shall be a warning that the amplification is at a high level; (4) A caution on the use of the volume reset override switch shall be included in the users’ manual; and (5) The telephone shall include a warning printed in Braille that can be securely attached to the back of the handset, or, if the telephone has only a headset, above the dial buttons, to indicate that a high volume setting may be engaged.
A function may be provided that allows a user to override the automatic reset.
Phones that permit and override of automatic volume reset should comply with the terms in the FCC Report and Order discussed above.
The default level could be set anywhere by manufacturer or users within the acceptable ranges described in the appropriate standards.
A visual indicator of volume setting that can be read prior to picking up the handset can be provided. This is especially important in telephones that use the push of a button to increase volume via software internal to the telephone. This display design contrasts with telephones, which use dials, slides or other mechanical volume controls that can be easily viewed.
The signal provided could be within the useful range prescribed by the applicable industry standards in order to assure good reception with the wide variety of hearing aids.
Wireline telephones could comply with the requirements of FCC Part 68.316 (EIA RS-504).
Reduce interference to hearing technologies to the lowes Arial">t possible level that allows a user of hearing technologies to utilize telecommunications products, while at the same time maintaining desired performance of those telecommunications products.
Consider applying methodologies outlined in ANSI C63.19 to inform the product design process. ANSI C63.19-2001 may be used to help attain the lowest level of RF emissions from digital wireless/cellular telecommunications handsets. The Alliance for Telecommunications Industry Solutions (www.atis.org) is currently (2003) determining whether revisions to the standard will be recommended to the standards body.
Apply information learned from the ICDR Summit on interference (discussed above).
Positioning the antenna away from the ear area.
Modifying the antenna to reduce RF currents in the area near the user’s ear.
Using a clamshell design that moves the antenna away and partially shields it.
Providing the user with ability to turn off backlighting.
Inserting shielding in the wireless/cellular digital telephone.
Replacing an omni-directional antenna with a directional antenna.
Study the effects of cordless (landline) telephone products on hearing technologies and ameliorate interference. Digital cordless phones have been reported to interfere with some hearing aids. Specifically, vendors could test products and report on the extent to which they result in interference to hearing technologies when the cochlear implant or hearing aid is in microphone mode, and when it is in telecoil mode.
Products that transmit or conduct information or communication, should pass through cross-manufacturer, non-proprietary, industry-standard codes, translation protocols, formats or other information necessary to provide the information or communication in a usable format.
Technologies which use encoding, signal compression, format transformation, or similar techniques should not remove information needed for access or should restore it upon delivery.
Recommended Practices Federal procurement officials need to understand that each product in the transmission path must be examined for compliance with this provision. The overall telecommunications system (both services and hardware) must be selected to ensure that valid signals will not be corrupted along the way to the user.
(1) Controls and keys shall be tactilely discernible without activating the controls or keys. (2) Controls and keys shall be operable with one hand and shall not require tight grasping, pinching, or twisting of the wrist. The force required to activate controls and keys shall be 5 lbs. (22.2 N) maximum. (3) If key repeat is supported, the delay before repeat shall be adjustable to at least 2 seconds. Key repeat rate shall be adjustable to 2 seconds per character. (4) The status of all locking or toggle controls or keys shall be visually discernible, and discernible either through touch or sound.
Consider placing tactile marks on top of the keys, not beside them, and raising the marks a minimum of 0.5 mm.
On telephone keypads, the “5” key could have a tactile marker, such as a “nib” or “bar”, on the top surface of it.
On QWERTY keyboards, the “F” and “J” keys could have a raised bar on them.
Recessed keys or keys with concave tops can be an aid to users operating them with a mouth stick or head stick. Raised keys aid users with visual disabilities to locate keys.
To help people with fine motor control problems, a key guard or overlay option could be provided when practical.
Making other important keys tactilely distinct (shape, size, spacing, tactile markings) can make them easier to remember and find.
Controls and keys should be operable with one hand.
Controls and keys should not require tight grasping.
Controls and keys should not require tight pinching.
Controls and keys should not require tight twisting of the wrist.
The force required to activate controls and keys should be 5 lbs. (22.2 N) maximum.
Just as simultaneous two-handed operation is prohibited, multiple fingers, and simultaneous operations of all types should be avoided and are prohibited by 1194.31e which prohibits simultaneous actions and applies to all products.
Using controls and latches which require light pressure to operate, such as push buttons, up/down control buttons, instead of side to side control buttons, concave rocker switches, or sliding controls would make it easier for users with different types of physical disabilities.
It is recommended to avoid using controls that must be held down for a period of time if the period exceeds 5 seconds and there is no other way to achieve the function.
It is recommended that an option be provided to disable the key repeat function.
It is recommended that an option be provided to set a key acceptance rate (how long the key must be depressed before being recognized).
It is recommended that if the intention of repeating a key is to reach a target goal, then an alternate way of entering that target be provided. For example, if a person were to increase volume from 1 to 20 by depressing a key 20 times, it would be easier to simply (or alternatively) press the numbers 2 and 0 to enter 20.
Using two different types of feedback, such as a combination of tactile, audible, and visual feedback helps make products easier for people with sensory disabilities to use.
When using audio feedback, consider associating intuitively meaningful sounds with actions. For example, try using increasingly high-pitched sounds with increasing amplitude. Use cascading sounds with rotary or slide controls with the pitch associated with the change in control.
Audio indication of a toggle status, instead of being a continuous signal, could be sufficiently long to alert the user to the position of the toggle switch.
 36 CFR 1194, Electronic and Information Technology Accessibility Standards, Architectural and Transportation Barriers Compliance Board, Published in the Federal Register on December 21, 2000.
 Americans with Disabilities Act, 42 U.S.C. §§ 12101 et seq., (ADA).
 The 508 provisions, §1194.22(p) and §1194.25(b), are identical or have substantial overlap with this provision. The guidance provided for those sections may provide additional insight on this requirement.
The provisions contained in §1194.25(c), §1194.26(a) and §1194.26(b) are identical or have substantial overlap with this provision. The guidance provide for those sections may provide additional insight on this requirement. The provisions contained in §1194.25(c), §1194.26(a) and §1194.26(b) are identical or have substantial overlap with this provision. The guidance provide for those sections may provide additional insight on this requirement.

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