How to Make and Answer TTY/TDD Calls

A TTY (teletypewriter), also called a TDD (telecommunications device for the deaf), allows users to communicate over telephone calls by typing text instead of speaking. Bright Pattern supports TTY/TDD communication through compatible SIP-based TTY applications such as Tenacity ipTTY.

After Tenacity ipTTY has been installed and configured as your hardphone, TTY/TDD interactions are handled using both Agent Desktop and the Tenacity ipTTY application. Agent Desktop displays the interaction and related call information, while Tenacity ipTTY is used to answer TTY/TDD calls and exchange text with the other party.


	This page describes how agents make and receive TTY/TDD calls after Tenacity ipTTY has been configured. For instructions on installing and configuring Tenacity ipTTY for use with Bright Pattern Contact Center, see How to Configure Tenacity ipTTY.

Before You Begin

Before handling TTY/TDD interactions:

Log in to Agent Desktop.
Log in to the Tenacity ipTTY application.
Select your hardphone as your active phone device in Agent Desktop.

Make a TTY/TDD Call

TTY/TDD calls can be initiated from either Agent Desktop or directly from the Tenacity ipTTY application.

To place a call from Agent Desktop:

Place an outbound call from Agent Desktop using any supported dialing method.
When Tenacity ipTTY alerts you to the outgoing call, answer it in the Tenacity ipTTY application.
After the destination party answers, begin typing your conversation.


	When a TTY/TDD call is initiated from Agent Desktop, Tenacity ipTTY first alerts you to the outgoing call. After you answer in Tenacity ipTTY, the destination party is called.

You can also place a call directly from the Tenacity ipTTY application by selecting Dial and entering the destination extension or phone number.

Make a call from the ipTTY application by clicking "Dial" and typing in the phone number/destination

Answer a TTY Call

When a TTY/TDD call arrives, Agent Desktop 2.0 displays an incoming call notification.
Although the notification includes an Accept button, TTY/TDD calls must be answered from the Tenacity ipTTY application.
Answer the call in the Tenacity ipTTY application.
Begin typing your conversation.

Note: Incoming TTY calls cannot be answered from Agent Desktop. Use Tenacity ipTTY to answer the call.

During a Call

During an active TTY/TDD call:

Agent Desktop continues to display the interaction while the TTY conversation takes place in the Tenacity ipTTY application.
Messages typed by you and the other party appear in the Tenacity ipTTY conversation window.
The conversation timer displays the current call duration.
Calls can be transferred using Agent Desktop or the Tenacity ipTTY application. After the transfer is complete, the TTY conversation continues in the Tenacity ipTTY application.

End a TTY Call

To end a TTY call, hang up using the Tenacity ipTTY application or end the interaction from Agent Desktop.

Logging out of Agent Desktop also ends the active TTY call.

TTY/TDD Behavior in Agent Desktop

When using Tenacity ipTTY with Agent Desktop 2.0:

Agent Desktop displays an Accept button, but it is non-functional

Incoming TTY/TDD calls display an incoming call notification in Agent Desktop 2.0. Although an Accept button is displayed, TTY/TDD calls must be answered from Tenacity ipTTY.
Calls can be ended from either Agent Desktop 2.0 or Tenacity ipTTY.
TTY calls appear in Agent Desktop's Recent call history after the interaction ends.

TTY calls appear in Agent Desktop's Recent call history

Troubleshooting

Problem	Possible Solution
Tenacity ipTTY displays Not Logged In	Contact your administrator to verify your Tenacity ipTTY configuration.
Incoming call appears only in Agent Desktop	Confirm that Tenacity ipTTY is running and successfully logged in.
The Accept button in Agent Desktop 2.0 for incoming TTY/TDD calls is non-functional.	This is expected behavior. Answer the call using the Tenacity ipTTY application.

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