Internet Relay Call Company Changes Policy

[Miss-Delectable]

http://www.keloland.com/News/NewsDetail5440.cfm?Id=0,44142

Communication Services for the Deaf strives to make sure its customers have the same freedom as anyone else when it comes to using the phone.

But starting today, the Sioux Falls company is taking new steps to make sure its customers are safe from phone scams.

To comply with the Americans with Disabilities Act, operators who answer the phones at the Communication Services for the Deaf cannot interfere with phone calls.

“Once the call starts — the way the law is written — that person in the middle is completely transparent, invisible,” says Rick Norris, spokesman for CSD.

But with the anonymity of internet relay calls — which are much harder to trace than traditional relay calls — comes the growing risk of being scammed.

“These fraudsters have been taking advantage of the system,” Norris says.

And as of 6 this morning, C-S-D operators are speaking up.

“Obviously these calls have enough red flags,” Norris says.

The operators helping connect the call, listens for signs that the call may be a scam... and if there are enough red flags, the operator lets both parties know that the call could be a scam.

“It's probably the best solution we can come up with at this given time,” Norris says.

This interference with relay calls could be interpreted as a violation of the ADA. But, at least for now, the company is willing to take that chance.

“We're trying to guarantee to our customers this is something we're trying to compromise with,” Norris says.

In December, C-S-D will meet with other relay providers in Washington to discuss other possible solutions.

 

[apathrev]

http://www.keloland.com/News/NewsDetail5440.cfm?Id=0,44142

Communication Services for the Deaf strives to make sure its customers have the same freedom as anyone else when it comes to using the phone.

But starting today, the Sioux Falls company is taking new steps to make sure its customers are safe from phone scams.

To comply with the Americans with Disabilities Act, operators who answer the phones at the Communication Services for the Deaf cannot interfere with phone calls.

“Once the call starts — the way the law is written — that person in the middle is completely transparent, invisible,” says Rick Norris, spokesman for CSD.

But with the anonymity of internet relay calls — which are much harder to trace than traditional relay calls — comes the growing risk of being scammed.

“These fraudsters have been taking advantage of the system,” Norris says.

And as of 6 this morning, C-S-D operators are speaking up.

“Obviously these calls have enough red flags,” Norris says.

The operators helping connect the call, listens for signs that the call may be a scam... and if there are enough red flags, the operator lets both parties know that the call could be a scam.

“It's probably the best solution we can come up with at this given time,” Norris says.

This interference with relay calls could be interpreted as a violation of the ADA. But, at least for now, the company is willing to take that chance.

“We're trying to guarantee to our customers this is something we're trying to compromise with,” Norris says.

In December, C-S-D will meet with other relay providers in Washington to
discuss other possible solutions.

Looks like someone is pretty far behind in the game. MCI has had procedures in place for about a year, now.

I'm going to be very interested to hear what happens in that meeting next month.