§  64.604   Mandatory minimum standards.

*   *   *   *   *

   (a) *  *  *

   (1) *  *  *

   (v) CAs answering and placing a TTY-based TRS or VRS call shall stay
   with the call for a minimum of ten minutes. CAs answering and placing
   an STS call shall stay with the call for a minimum of twenty minutes.
   The minimum time period shall begin to run when the CA reaches the
   called party. The obligation of the CA to stay with the call shall
   terminate upon the earlier of:

   (A) The termination of the call by one of the parties to the call; or

   (B) The completion of the minimum time period.

*   *   *   *   *

   (viii) STS providers shall offer STS users the option to have their
   voices muted so that the other party to the call will hear only the CA
   and will not hear the STS user's voice.

*   *   *   *   *

   (b) *  *  *

   (7) STS 711 Calls. An STS provider shall, at a minimum, employ the same
   means of enabling an STS user to connect to a CA when dialing 711 that
   the provider uses for all other forms of TRS. When a CA directly
   answers an incoming 711 call, the CA shall transfer the STS user to an
   STS CA without requiring the STS user to take any additional steps.
   When an interactive voice response (IVR) system answers an incoming 711
   call, the IVR system shall allow for an STS user to connect directly to
   an STS CA using the same level of prompts as the IVR system uses for
   all other forms of TRS.

*   *   *   *   *

   return arrow Back to Top