IVR Accessibility Checklist

Checklist for Voice IVR Accessibility

You will be placing a call to a company or agency to see if their IVR (interactive voice response system) is accessible to voice callers. Please read through the checklist so you understand all the questions before making your first call.

Note that this is not an "official" evaluation for Section 508 or any other accessibility law or regulation. Some of the questions concern features beyond the scope of current laws and regulations.

Company or Agency Name
Department or other identification
Phone Number
Date tested

Type of system:
Auto-attendant (directs calls to particular departments or people) Audiotext (delivers recorded information) Note: we are not testing the public's ability to leave voice mail

Tested by: (optional)
Name
Organization
Email address
Phone

Does the welcome message state the company or agency name and what can be done on this IVR?	Yes No
Can you understand the recorded speech?	All Some None
Can you control the volume of the IVR system? (Not the volume control on your phone.)	Yes No Don't know
Is the volume consistent throughout?	Yes No
Could you control the speed of the message?	Yes No Don't know
Could you briefly rewind the message?	Yes No Don't know
Could you replay the entire message?	Yes No Don't know
Could you repeat the menu?	Yes No Don't know
Could you return to the previous menu?	Yes No Don't know
Did you have enough time to respond to the prompts?	Yes No Don't know
Was there an option to reach a live person?	Yes No
If yes, did you use it? Why?	Yes No
How did you reach a live person?
Input method	touchtone only speech only both touchtone and speech
Additional comments