Norman Williams

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Norman Williams

• Senior Research Engineer
• RERC on Telecomm Access at Gallaudet University
• National 9-1-1SMS Relay Center Update
• June 21 2011

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Covered Topics

• Accessing 911 by Deaf/HOH users.
• National 911 Relay Center Solution.
• Some GPS Solutions.

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What Can Deaf/HOHWireless Users Do Today?

• Carry around a big TTY?
• Make a silent call (VOICE) and hope someone
  comes?
• Use an existing AIM relay (no location
  information) and hope the relay center can find
  your PSAP?
• Use some video relay service apps on 3G network
  (usually poor video quality).
• Be patient until NG911 solution appears?

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SolutionSMS TO A NATIONAL RELAY CENTER
SPECIALIZING IN 911 CALLS

• Wireless relay with location identification,
  using phones built in GPS, could be an interim
  solution that might be implemented faster.
• This suggestion is to supplement progress, not to
  replace direct communication with the PSAP, which
  is still the end goal.

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Why this approach?

• Waiting too long for useful wireless access.
• One number nationwide.
• Supports what users use everyday such as SMS
  texting. Using app for 911 only wont be
  effective.
• Good coverage stable technology.
• Any wireless phone can be used (All of them have
  SMS).
• Quick to implement for one national center.
• Minimize industry opposition.
• Get something going now.

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Direct SMS to Nearest PSAP
AIM others
IP
Cell phone
SMS
SMS
PSAP
Store and forward server
Relayed SMS/Voice to Nearest PSAP
AIM others
IP
911 RELAY
SMS
Cell phone
SMS
Voice
PSAP
Store and forward server
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Pros of National Relay Center

• Communication Assistants (CA) would be trained to
  handle these kind of SMS messages everyday.
• Deaf users may have more confidence in this
  system.
• May be the quickest way to establish service, as
  a single company could do the development.
• Carriers do not need to do special SMS routing.
• Works with all PSAP centers (voice calls).

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Pros of National Relay Center

1. Less risk of prank calls because of unadvertised
   special number and users may be required to
   register with a relay provider first just like
   TRS and VRS now.
2. May be the cheapest overall solution.
3. Centralizes technical implementation.
4. Can expand to other media modes such as VRS
   provided videophone calls, AIM, Google Talk, MSN,
   etc.

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Some Disadvantages

1. Senders must know special number for nationwide
   911 SMS Relay, such as 911911.
2. Delays -- unknown how long it would take CAs to
   identify and connect to the PSAP.
3. SMS is not real-time conversation take place in
   chunks of messages, messages could arrive out of
   order.
4. If under ADA Title IV, would require FCC action
   before RD would begin.
5. Still no direct communication with 911 PSAPs.

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GPS Technology Overview

• Many new phones do have GPS built in. They are
  used for different purposes
• Driving directions.
• Find me for sharing locations with
  friends/family.
• To help find lost phone.
• Google map to find nearest business.
• Photos are GPS tagged for photo locations.
• Most importantly, 911 voice calls.

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GPS Technology Overview

• GPS location is done though
• Tower based location (fast but less accurate).
• Built in GPS (slower, but more accurate) for
  outside.
• Hybrid of tower and built in GPS. The iPhone uses
  this technology.
• Three ways to get user location for this project
• HTML5 web browser using geolocating support.
• Use a FIND MY PHONE helper application which will
  automatically sends location by SMS.
• User will manually explain where they are if they
  cannot use a GPS or do not want to use it.

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GPS Technology using HTML5

• HTML5 Geolocating Process
• Center sends a SMS message to user. A web link is
  in the SMS message.
• User clicks on it and it will automatically go to
  a web browser.
• Location sharing permission pops up. User allows
  it.
• HTML 5 web page on mobile transmits GPS location
  to the center including accuracy info (i.e. 50
  meters).
• Center server creates Google map based on given
  GPS and sends map picture to user and center
  agent.
• User is asked to switch back to SMS program to
  continue discussing.

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GPS Technology using HTML5

• Mobile Platforms
• iPhone iPad Supported.
• Android Supported.
• Blackberry OS 6.x and up They have HTML5 and is
  being tested.
• Blackberry OS 5.x and older The 5.x and older OS
  are not supported for HTML5.
• PC and Mac computers Supported when WIFI is
  turned on (The WIFI does not have to be connected
  to a network, just leave it turned on).
• Some users turned off GPS location for HTML5 web
  browsing which could cause problems. Practicing
  monthly may help.

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GPS Technology using HTML5

• The users need to be familiar with both web
  browsing and texting in SMS. Many users already
  are.
• For the web browsing, the users should practice
  geolocating with it such as finding current
  location in a Google map web page. So they can
  learn how to handle and test location permission
  prompts.
• The familiarity of clicking web links in text
  messages and handling hops between SMS and web
  browser apps should be practiced.
• Once the users do that, they can comfortably use
  911 SMS Relay with GPS support and obtain help.
• HTML5 Geocaching works with AIM, emails, and
  other text messaging technology not just to SMS.

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GPS Technology using Application

• Install FIND MY PHONE type of software An
  alternative to HTML5 solution. It automatically
  replies back SMS messages with users location if
  the received messages has password in it.
  Registration with the center is needed.
• Mobile Platforms
• Android Supported. Plenty of apps that helps
  owners to find their phones.
• Blackberry Supported but untested. Plenty of
  apps that helps owners to find their phones.
• iPhone iPads Not supported. The OS does not
  allow 3rd party apps to access to SMS
  communications. HTML5 can be used instead.

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GPS Technology using Application

• FIND MY PHONE type app will watch for a special
  code in the SMS messages. The mobile may not use
  the Internet in this process.

Any Center
Hidden SMS for GPS
GPS
Dialog SMS
Cell phone
Dialog SMS
SMS store forward server
Hidden SMS for GPS
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GPS Technology Overview

• Users need to have monthly practice to build
  confidence of using location technology.
• No perfect one size fits all GPS solution, but it
  is better than no access at all for Deaf and HOH
  until all PSAPs are equipped with NG911 which is
  still several years away.

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Demo of HTML5 based GPS
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Work in Progress

• Designed as proof-of-concept.
• Switching to dedicated 10 digits SMS server for
  faster interaction.
• Wrote agent/server software HTML5 web link.
• Using shared commercial SMS Gateway service (a
  cheap one).
• Need to work with voice side to relay SMS to
  PSAP. One VRS provider is interested in this.
  They have been doing 911 voice calls for VRS
  callers.

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Acknowledgments

• This document was developed under grants
  H133E040013 and H33E090001 (RERC on
  Telecommunications Access) from the National
  Institute on Disability and Rehabilitation
  Research (NIDRR) in the U.S. Department of
  Education's Office of Special Education and
  Rehabilitative Services (OSERS).
• However, these contents do not necessarily
  represent the policy of the U.S. Department of
  Education, and you should not assume endorsement
  by the Federal government.
• This is a company-neutral project, and does not
  receive corporate funds.