NENA PSAP Readiness for Real-Time Text (RTT) Information Document Abstract: This Information Document provides guidelines for the introduction of Real- Time Text (RTT) to include comparisons among texting alternatives and an RTT readiness check list that can be used by Public Safety Answering Points (PSAPs). NENA PSAP Readiness for Real-Time Text (RTT) Information Document NENA-INF-042.1-2021 DSC Approval: 10/20/2020 PRC Approval: 01/15/2021 NENA Board of Directors Approval: 01/20/2021 Next Scheduled Review Date: 01/20/2023 Prepared by: National Emergency Number Association (NENA) PSAP Logistics Committee, PSAP Guidelines for RTT Readiness Working Group Published by NENA Printed in USA © Copyright 2021 National Emergency Number Association, Inc. NENA PSAP Readiness for Real-Time Text (RTT) Information Document NENA-INF-042.1-2021, January 20, 2021 1 Executive Overview Real-Time Text (RTT) technology allows consumers to send and receive text characters, as they are typed, as well as other simultaneous media1. To ensure that members of the community who are deaf, deafblind, hard of hearing as well as those with speech disabilities, and all 9-1-1 callers who are in need of assistance can obtain emergency services using RTT-enabled devices, the Public Safety Answering Point (PSAP) will need the ability to natively communicate through RTT as required by the current version of NENA- STA-010 [9]. The ability to communicate with the text caller requires the PSAP to be technologically and operationally capable of processing these calls. Each technology (Teletypewriter for the Deaf (TTY), Short Message Service (SMS), RTT, etc.) may require network, service, and equipment enhancements or changes. This Information Document describes what RTT is, identifies the differences between texting technologies, and highlights the technological and operational needs of the RTT call. For RTT to work end-to-end, from the caller to the PSAP call-taker, in a full-duplex (simultaneous) mode, all five sections of the 9-1-1 call path, as shown below, must be available. If any of these is not available, the RTT call will be processed as a TTY call. This PSAP Readiness Information Document for RTT covers all five sections: 1. RTT-capable Devices or RTT Over the Top (OTT) Applications 2. Wireless Service Provider IP/Next Generation Network components supporting RTT 3. Next Generation Core Services (NGCS)/Emergency Services IP Network (ESInet) 4. PSAP IP Network 5. RTT functionality within the 9-1-1 Call Handling Equipment The options for PSAPs to receive and handle RTT 9-1-1 calls will vary depending on each PSAP’s technical capabilities. When a PSAP has taken the necessary measures to receive RTT communications, it must submit a request to a wireless carrier for the delivery of RTT, by submitting the RTT PSAP Readiness Questionnaire form found in Appendix A, following a similar process as a request for delivery of SMS-to-911. Appendix B RTT Request for Service Sample Letter contains an RTT Request for Service sample letter. To provide uniformity and consistency in the handling of these calls, the Public Safety Answering Point should ensure the following subject areas are considered: • identification of RTT calls 1 ATIS-0700030 currently defines an RTT call as consisting of RTT plus voice media. ATIS-0700030 [12] currently restrict the use to RTT plus voice. 01/20/2021 Page 2 of 46 © Copyright 2021 National Emergency Number Association, Inc. NENA PSAP Readiness for Real-Time Text (RTT) Information Document NENA-INF-042.1-2021, January 20, 2021 • technological and operational needs to support RTT • standard operating procedures • telecommunicator training • deployment processes This Information Document defines a Standard Operating Procedure model recommendation to establish guidelines for the call handling procedures used to support two main scenarios: 1. receiving an RTT request for assistance natively at the PSAP, and 2. receiving an RTT request for assistance that is converted and delivered as a TTY call to the PSAP. This Information Document identifies areas of training that may be needed with the introduction of RTT. This implies the scenario when RTT has been converted to TTY and when end-to-end RTT is received at the PSAP. It provides an informative table that identifies tasks and responsibilities for the introduction of RTT-to 9-1-1 for PSAPs deploying NENA i3-compliant NG9-1-1 systems. Stakeholders who are responsible for the management and operation of NG9-1-1 systems, 9-1-1 Authorities, and Wireless Service Providers have an obligation to be aware of the needs of RTT identified in this document and the overall impact to the RTT caller and the Public Safety Answering Point as it is a foundational element of effective 9-1-1 service delivery. 01/20/2021 Page 3 of 46 © Copyright 2021 National Emergency Number Association, Inc. NENA PSAP Readiness for Real-Time Text (RTT) Information Document NENA-INF-042.1-2021, January 20, 2021 Table of Contents 1 EXECUTIVE OVERVIEW ....................................................................................................... 2 INTELLECTUAL PROPERTY RIGHTS (IPR) POLICY .................................................................... 7 REASON FOR ISSUE/REISSUE ................................................................................................... 7 2 INTRODUCTION .................................................................................................................. 8 2.1 FEDERAL COMMUNICATIONS COMMISSION (FCC) ORDER ...................................................................... 8 2.2 TIMELINES ................................................................................................................................ 8 3 WHY IS RTT IMPORTANT FOR PUBLIC SAFETY TO IMPLEMENT? ...................................... 9 4 DEFINING RTT .................................................................................................................... 9 4.1 WHAT IS RTT? .......................................................................................................................... 9 4.2 HOW RTT WORKS .................................................................................................................... 10 4.2.1 Five Sections of Native RTT Call Path (Shaded Area) ........................................................... 11 4.2.2 Interim SMS Text to 9-1-1 ................................................................................................. 11 4.2.3 Real-Time Text ................................................................................................................. 13 4.3 WHAT ARE THE DIFFERENCES BETWEEN RTT AND OTHER TEXTING ALTERNATIVES? ................................... 15 5 PLANNING ........................................................................................................................16 5.1 TECHNOLOGY .......................................................................................................................... 16 5.1.1 ESInet/NGCS Networks ..................................................................................................... 18 5.1.2 9-1-1 Call Handling Equipment (CHE) ................................................................................. 18 5.1.3 Testing ............................................................................................................................. 19 5.1.4 General Technology Considerations .................................................................................... 20 5.2 OPERATIONS ........................................................................................................................... 21 5.2.1 RTT-to-TTY Standard Operating Procedures (SOP) .............................................................. 21 5.2.2 RTT-to-TTY Call Handling Process Best Practice .................................................................. 22 5.2.3 Testing Best Practice ......................................................................................................... 22 5.2.4 Special Characters ............................................................................................................. 23 5.2.5 Public Education ............................................................................................................... 24 5.3 RTT-TO-RTT OPERATIONAL CONSIDERATIONS ................................................................................ 25 6 REAL-TIME TEXT (RTT) PSAP DEPLOYMENT TASKS .........................................................26 7 REQUEST FOR SERVICE ....................................................................................................27 8 WIRELESS SERVICE PROVIDER (WSP) TESTING .............................................................28 8.1 PSAP/RTT OPERATIONAL TESTING CONSIDERATIONS ....................................................................... 28 8.2 WIRELESS SERVICE PROVIDER RTT FAQS ...................................................................................... 29 9 IMPLEMENTATION............................................................................................................29 10 CONCLUSION ....................................................................................................................30 11 IMPACTS, CONSIDERATIONS, ABBREVIATIONS, TERMS, AND DEFINITIONS ................30 11.1 OPERATIONS IMPACTS SUMMARY .................................................................................................. 30 11.2 TECHNICAL