Add automated support for TTY users in your Contact Center.

MRCP Baudot Virtual Appliance

The Problem

  • Contact Centers that deploy a Cisco CVP solution determine some of their customer base are deaf and hard of hearing users who use text telephones (TTY).
  • This realization creates a gap in accessibility compliance for the Contact Center.
  • Call centers with after hours automated support for hearing callers must ask deaf and hard of hearing callers who use TTY machines to leave a message.
  • Bottom line, some of your customer population is not getting the help they need when they need it.
image angry user

The Solution

The Tenacity Baudot MRCP solution is a virtual appliance that gives Call Centers using Cisco CVP an ability to accept calls from deaf/hard of hearing callers who use TTY/TDD devices to navigate an organizations Interactive Voice Response (IVR) System.

Using the solution, TTY callers, just like a hearing caller, can navigate a call centers IVR System for automated help thus improving the accessibility compliance of the telephony system.

The solution includes a Virtual DSP (Media Engine), SIP Stack and a Media Relay Control Protocol or MRCPv2 module.

The Media Engine includes Software Baudot Modems and Voice / Audio / RTP Processing support.

image mrcp diagram

  Improve operational efficiency by automating support calls for all customers; not just hearing callers.

Supported Features

The Baudot MRCP Server will support two MRCP resource types:

  • Basicsynth - a basic “speech synthesizer” resource
    • Converts text to Baudot (TTY) encoded audio
  • speechrecog - a “speech recognizer” resource
    • Detects Baudot (TTY) text characters in an audio stream and presents the received text to an external client formatted as the NLSML (Natural Language Semantic Markup Language) protocol.

Use Case

  1. TTY caller dials into the organization's IVR via a published TTY number.
  2. Call is routed to a VXML Gateway, where it interacts with the caller based on instructions from Cisco CVP.
  3. Audio from the call is bridged from the VXML Gateway to the Baudot MRCP appliance via SIP.
  4. Using the “Speech Recognizer”, the Baudot MRCP appliance detects the tones and converts them into text then sends that text to the VXML Gateway via the NLSML protocol.
  5. The VXML Gateway sends the text to Cisco CVP for processing.
  6. Using the same type of script logic processing that is used for voice callers (DTMF), Cisco CVP will return an answer to the Baudot MRCP appliance as text.
  7. The text received by the Baudot MRCP appliance will be converted back into baudot encoded audio (TTY) via “Speech Synthesizer” for transmission out through the PSTN back to the caller.
image mrcp architecture

Need more information?

Contact Info

  • 4611 S 96th St. Suite 310
    Omaha, NE 68127
  • P: 337-735-9500
    TTY: 337-735-9510
  • Toll Free: 866-756-0321
  • F: 337-735-9501