Background of the IVR Acessibility Forum

Voice mail systems, audiotext/IVR systems, automated attendant, and similar services, devices, and platforms, both in the network and in end-user equipment often pose barriers to people with disabilities. Many of these products and services cannot be used with TTYs, their audio quality may be too poor for effective use by people who are hard of hearing, their menus may be too complicated for people with cognitive impairments, their displayed information may not be accessible to people with visual impairments, and their input timeouts may be too short for people who have difficulty reaching or pressing the keypad. These services and products are subject to FCC regulation under Section 255 of the 1996 Telecommunications Act. The FCC released a Public Notice on September 22, 2000 (DA 00-2162) reminding the industry that its products must be made "accessible to and usable by persons with disabilities." In addition, new regulations (Section 508 of the Rehabilitation Act) require all information technology sold to the federal government to be accessible.

Mission of the IVR Accessibility Forum

To investigate and document potential accessibility and usability solutions in the user interface for IVR systems (voice-mail systems and other interactive voice communications products and services) as required by 47 USC §§ 251(a)(2) and 255, 29 USC 794 and all relevant regulations related thereto. The forum will strive to:

1. Identify features that could make IVRs easier to use by people with disabilities including interoperability with assistive devices and text communication features.

2. Identify issues that may need to be brought to standards organizations and appropriate entities for further solution development.

3. Create a common resource of potential solutions as a reference to industry for development of new products and enhancements to existing products.

4. Identify barriers in existing products and services (on a generic basis) and provide guidance on potential solutions.

5. Provide a forum to assist carriers and manufacturers with the implementation of common solutions

6. Identify and evaluate emerging technologies that will have an impact on IVRs and provide guidance to stakeholders about how to address accessibility issues.

7. Involve consumers, government entities, telecommunications manufacturers, assistive technology (AT) manufacturers, service providers, and other interested parties in the identification and implementation of accessible solutions.

8. Provide industry, consumers and government entities with educational and informational resources, including the benefits of making IVRs more accessible, usable, and compliant with relevant regulations.

For more information on Section 255, Section 508, or the ADA, please click here.