Are retail stores required to have TTYs (TeleTYpewriters)?
A. No. For making calls to or receiving calls from customers with hearing or speech impairments who use TTYs, retail stores will be able to rely on the relay systems that telephone companies must establish by July 26, 1993. Operators employed by relay systems will relay communications between TTY-users and people using conventional telephones. Only those businesses that allow their customers or clients to make outgoing calls on more than an incidental convenience basis must provide TTYs. Retail stores can ensure effective communication by telling staff who answer the telephone to anticipate incoming calls through the relay services. Handling these calls may take longer because an operator at the relay system will be receiving typed communications from the caller and will also be using the relay system equipment to type communications from the retail store staff person to the caller. Training should be undertaken as soon as possible because at least 40 states already offer some type of
