Users no longer need to press “Enter/Send” to exchange messages during a phone call. Text appears on both screens instantly, as it's being typed, character by character, with the help of a communication technology called Real-Time Text (RTT). This feature allows service providers to offer fully accessible communication services for users with hearing or speech impairments and helps them comply with regulations such as the European Accessibility Act (EAA) and the Next Generation 911 (NG911).
Users can communicate via both text and voice simultaneously, enabling immediate interaction, which is especially critical in time-sensitive or emergency situations when voice calls are not safe or feasible. For instance, when users call emergency services such as 911 in North America or 112 in Europe.
The feature works out of the box starting with this release, and no special configuration is required.
David is a graphic designer based in Europe who works from home. Despite his hearing impairment, he communicates with clients and colleagues using a softphone, which supports Real-Time Text (RTT).
David is at home alone one day when he suddenly feels a sharp pain in his chest. He contacts Emergency Services using the RTT feature in his softphone and starts communicating with the emergency service center operator via text, explaining his symptoms. The operator can see David typing the text and, recognizing the urgency of the situation, asks him to enable the voice stream in addition to the text to hear David's labored breathing and coughing. While David types his responses, the operator simultaneously sends text instructions on how to stay calm and how to position himself to ease the pain while awaiting medical help. David begins typing his address – 742 Evergreen Terrace, Apt 3B, Spri… – but loses consciousness before finishing. The operator sees the partially typed address, 742 Evergreen Terrace, Apt 3B, Spri, and dispatches emergency services.
By combining both voice and text, the agent provides immediate and effective assistance, ensuring David’s condition is closely monitored while awaiting the arrival of paramedics.
- Both devices must support the RTT feature for text communication.
- Text recording and conferencing aren’t supported for RTT calls.
- RTT calls use text/t140 and text/red codecs.
- Service providers comply with local regulations.
- Users can communicate in real-time through text, combined with speech.
