Video Relay Service & SHAKEN/STIR Point of order: In line with protocol, I will give those people on the call using a VI time to read each slide as we move on. May 1st 2019 – (ATIS AMOC MAY 1st 2019) John Martin (Purple Communications & ZVRS)

VRS and SHAKEN/STIR Intro to VRS VRS and SHAKEN/STIR Call flows Simple VRS Simple VRS call-flow with different TN and Voice service providers Dial-around VRS call-flow Discuss options for VRS VRS for ATIS/SIP AMOC 2019 19 July, 2019

What is Video Relay Service (VRS) English and Spanish Video Relay Services allow American Sign Language users who are Deaf or Hard of Hearing to make and receive telephone calls to and from hearing people as well as to and from other VRS users VRS for ATIS/SIP AMOC 2019 19 July, 2019

American Sign Language (ASL) Users Must be eligible deaf or hard-of-hearing to use VRS User must supply personal info such as DoB, SSN and other forms of identity and address verification documents Depending on how you count, approximately 250,000 people in USA Typically ~0.1% of population world wide are profoundly deaf For many, Sign Language is Native Language The 5 VRS providers handle approx.10million total VRS minutes per month Average VRS call length in the order of 5 minutes Rule of thumb that ASL Users make approx. 10:1 ratio of Person-2-Person video calls to VRS calls this ratio is probably dropping due to use of other video services VRS for ATIS/SIP AMOC 2019 19 July, 2019

History - TTY and IP-Relay TTY enabled Deaf to communicate over phone network TTY wasn’t ideal because required large equipment at first Both required users to speak in written language, difficult for Deaf as it is not their natural language Unfortunately many fraudulent calls with IP Relay Video Relay was a breakthrough Users can now receive Hearing to Deaf calls in native sign language Greatly increased speed of communication VRS for ATIS/SIP AMOC 2019 19 July, 2019

History - VRS 1989 – Relay Texas state legislature 1990 – Relay Texas starts operating 2002 – FCC Regulated and funded nationwide VRS through interstate TRS fund 2005 – Provider certification program instituted by FCC 2006 – Interpreter Speed of Answer regulations 2008 – Adoption of calling via NANP TN via iTRS ENUM system 2013 – Provider Interoperability Profile adopted, initially developed through SIP Forum but latterly providers working together 2013 – TRS-URD Implementation directed by the FCC 2018 – Call for trials of At-Home and Skills Based Interpreting as well as Hearing Numbers and Deaf Interpreters 2018 – TRS-URD launched VRS for ATIS/SIP AMOC 2019 19 July, 2019

VRS Service Technology Video Relay Services are On-demand ACD with Billable Multi-party Conferencing Services, Person2Person calling and Videomail Other services, such a multi-way calling, are sometimes provided In early years, calls using H.323 and H.320, now SIP Provider Core networks SIP for many years though providers initially converted to H.323 for interop Users call by NANP registered Telephone Numbers (TNs) VRS providers use 3rd party voice providers for TN allocation Inbound and outbound PSTN connections VRS for IVC WG 19 July, 2019

SHAKEN/STIR Assume most are familiar with SHAKEN/STIR, but in a nutshell: SHAKEN/STIR will help to reduce fraudulent robo-calls by attesting to the authenticity of an originating caller VRS for ATIS/SIP AMOC 2019 19 July, 2019

VRS and SHAKEN/STIR We’ll look at three call-flows that need attestation in some form for SHAKEN/STIR Simple VRS call-flow Simple VRS call-flow with different TN and Voice service providers Dial-around VRS call-flow Need to walk through some VRS background to get to issues for SHAKEN/STIR… VRS for ATIS/SIP AMOC 2019 19 July, 2019

Why is VRS needed? Deaf User (DU) at home Cannot call Hearing User (HU) Doctor at hospital DU uses video and ASL HU uses audio and speech Deaf User (DU) Hearing User (HU) VRS for IVC WG 19 July, 2019

Simple VRS Call-flow Deaf User dials Hearing User’s NANP telephone number and is diverted to Automatic Call Distributor Deaf User waits in Queue for a Video Interpreter to become available Video Interpreter is connected to Deaf User Outbound call to Hearing User is initiated Video Interpreter (VI) 2 Sign-language Speech ACD 3 1 Deaf User (DU) Hearing User (HU) VRS for IVC WG 19 July, 2019

Simple VRS Call-flow Conversation is enabled through the interpreter Video Interpreter (VI) Conversation ACD Deaf User (DU) Hearing User (HU) VRS for IVC WG 19 July, 2019

Simple VRS Call-flow – Ok for S/S VRS Provider sends call to Hearing User with the NANP TN of the Deaf User VRS Provider relies on their 3rd party voice provider to attest the authenticity of the Deaf User’s TN Should work fine for SHAKEN/STIR 3rd Party has NPAC authority for DU TN VRS 123-555-7777 456-555-2222 PSTN VRS ACD Voice Provider HU Voice Provider Hearing User (HU) Deaf User (DU) VRS for ATIS/SIP AMOC 2019 19 July, 2019

Simple VRS Call Flow – Not Ok for S/S VRS sends call to Hearing User with the NANP TN of the Deaf User VRS relies on a 3rd party voice provider but uses different 3rd party number provider Assume VRS must acquire cert from 3rd party number provider ?? VRS Number Provider 123-555-7777 456-555-2222 PSTN VRS ACD Voice Provider HU Voice Provider Hearing User (HU) Deaf User (DU) VRS for ATIS/SIP AMOC 2019 19 July, 2019

Another View of a VRS Video Interpreters Video Relay Service ACD 100,000’s of Deaf Users 1000’s of concurrent Person-2-Person calls 100’s of Video Interpreters concurrently on call during peak hours 10’s of call centers per VRS Geographically redundant core services (call routing, ACD, VideoMail, etc) ACD Call Routing Video Mail 789-555-3333 Deaf Users 123-555-7777 PSTN VRS for ATIS/SIP AMOC 2019 19 July, 2019 Hearing Users

Another View of a VRS Video Interpreters Deaf User dials Hearing User’s NANP telephone number and is diverted to Automatic Call Distributor Deaf User waits in Queue for a Video Interpreter to become available Video Interpreter is connected to Deaf User Outbound call to Hearing User is initiated 2 ACD 1 3 789-555-3333 Deaf Users 123-555-7777 PSTN VRS for ATIS/SIP AMOC 2019 19 July, 2019 Hearing Users

Multiple VRS Providers VRS - A Provider Interop. Profile VRS - B Video Interpreters Video Interpreters ACD ACD 456-555-2222 456-555-5555 Call Routing Call Routing Video Mail Video Mail Deaf Users Deaf Users 123-555-7777 PSTN VRS for ATIS/SIP AMOC 2019 19 July, 2019 Hearing Users

Inter-provider Person to Person VRS - A Provider Interop. Profile VRS - B Video Interpreters Video Interpreters ACD ACD 456-555-2222 456-555-5555 Call Routing Call Routing Video Mail Video Mail Deaf Users Deaf Users PSTN VRS for ATIS/SIP AMOC 2019 19 July, 2019 Hearing Users

Dial-around VRS A dial-around VRS call is made from a Deaf User registered on VRS provider-A’s service (VRS-A) to a Hearing User through VRS provider-B’s service (VRS-B) VRS for ATIS/SIP AMOC 2019 19 July, 2019

Dial-around VRS VRS - A Provider Interop. Profile VRS - B Video Interpreters Video Interpreters 123-555-1111 123-555-4444 ACD ACD 456-555-2222 456-555-5555 Call Routing Call Routing Video Mail Video Mail 789-555-3333 789-555-6666 Deaf Users Deaf Users 123-555-7777 PSTN VRS for ATIS/SIP AMOC 2019 19 July, 2019 Hearing Users

Dial-around VRS VRS - A VRS - B Provider Interop. Profile Video Interpreters Video Interpreters The Dialaround SHAKEN/STIR Problem: User from VRS-A is calling a Hearing User through VRS-B’s service VRS-B does not have authority to “spoof” the call using the Deaf User’s TN 2 ACD 1 456-555-2222 3 Deaf Users 123-555-7777 PSTN VRS for ATIS/SIP AMOC 2019 19 July, 2019 Hearing Users

Dial-around VRS Call Flow VRS-B sends call to Hearing User with the NANP TN of the Deaf User VRS-B does not have authority for “spoofing” DU TN through Voice Provider Voice Provider does not have NPAC authority for DU TN VRS-A VRS-B Voice Provider PSTN VRS ACD Voice Provider HU Voice Provider Hearing User (HU) Deaf User (DU) VRS for ATIS/SIP AMOC 2019 19 July, 2019

Certified VRS Providers Sorenson VRS Purple Comms. ZVRS Convo Relay Global Sorenson VRS ZVRS & Purple Communications Convo Relay Global VRS VRS for ATIS/SIP AMOC 2019 19 July, 2019

Summary - Three Call Flows of Interest VRS has relationship with a single provider of both voice and TNs VRS has relationship with a voice provider and different TN provider User of VRS-A calls through VRS-B VRS for ATIS/SIP AMOC 2019 19 July, 2019

Discussion VRS for ATIS/SIP AMOC 2019 19 July, 2019