West Virginia Code of State Rules › Agency 150 - Public Service Commission › Title 150 - EXEMPT LEGISLATIVE RULE PUBLIC SERVICE COMMISSION › Series 150-21 - Certification of Operation of Telecommunication Relay Services (TRS) › Section 150-21-11 - Technical Standards

Current through Register Vol. XLI, No. 28, July 12, 2024
11.1. ASCII
				and BAUDOT --
Mandatory. The TRS must be capable of automatically
				  identifying incoming TT signals as either Baudot or ASCII. The application
				  should describe the methods of accessing and being accessed by computers and
				  state any limitation as to speed.
11.2. Speed of Answer.
11.2.a. Mandatory. The application shall show
				plans to develop staffing patterns as related to call volumes and usage
				patterns.
11.2.b. Required.
11.2.b.1. No restrictions shall be placed on
				the length or number of calls placed by customers through the Relay Center. The
				system shall be designed and staffed to handle traffic during peak and off-peak
				periods.
11.2.b.2. Blockage Rate:
				Average daily blockage rate for all calls into the Relay Center shall be no
				greater than one (1) in one hundred (100) calls. This shall be measured by
				sampling the number of calls being blocked at a minimum of every 30 minutes for
				each 24 hour period.
11.2.b.3.
				Traffic reports: The service provider shall provide the PSC Staff with the
				following written reports on a monthly basis. (More frequent or more detailed
				reports shall also be available on request.)
11.2.b.3.A. Reported by NPA, total daily and
				monthly
11.2.b.3.A.1. number of incoming
				calls
11.2.b.3.A.2. number of
				outgoing calls (including busy, no answer, disconnected)
11.2.b.3.A.3. number of completed
				calls
11.2.b.3.A.4. number of
				abandoned calls.
11.2.b.3.B. Daily monthly blockage
				data.
11.2.b.3.C. Average daily and
				monthly answer time; range of answer times for the month.
11.2.b.3.D. Average daily and monthly number
				of calls in queue (caller is receiving a ringing, waiting to be answered by a
				CA); average length of time in queue.
11.2.b.3.E. Average daily and monthly length
				of call, broken down into call set-up, call duration and call
				wrap-up.
11.2.b.3.F. Total daily
				and monthly number of calls of the following lengths:
0 - 10 minutes
11 - 20 minutes
21 - 30 minutes
31 - 40 minutes
41 - 50 minutes
51 - 60 minutes
61+ minutes
11.2.b.3.G. Usage patterns (number of calls
				and length of calls) by hour of day and day of week.
11.2.b.3.H. Number of CAs on duty by hour of
				day and day of week.
11.2.b.3.I.
				Number of local, intrastate toll, and interstate calls and completed call
				minutes for the month.
11.2.b.3.J.
				All of the above shall be reported to the PSC Staff no later than 21 calendar
				days after the close of each month.
11.2.c. For the purposes of improving the
				productivity of the relay service, automatic electronic production of the above
				information is recommended.
11.2.d.
				The applicant will submit the reporting format that will be used to provide all
				of the data listed above.
11.2.e.
				The applicant must include information on its capability to provide ad hoc
				reports including new information in the system's database or new formats for
				existing information.
11.2.f. On an
				annual basis, the service provider must provide forecasted usage figures and
				costs to the PSC Staff for the upcoming year for use in annual program
				budgets.
11.2.g. Any data not
				specified above required by regulatory bodies.