I am currently working to ensure our Genesys Cloud deployment meets WCAG standards. We are focusing on our inbound IVR flows. I am concerned about how we handle callers with hearing impairments who might be using a TTY device or a relay service. Does Architect have a specific setting to detect a TTY signal and route the call to a specialized queue, or should we be using a specific ‘No Input’ logic to ensure these callers are not simply disconnected if they cannot hear or respond to the voice prompts? I want to make sure we are being inclusive in our design.
That is a great question. From a compliance and security perspective, handling these calls correctly is vital. Genesys Cloud actually supports TTY/TDD natively if your SIP trunks are configured for it.
However, in Architect, there is no ‘Detect TTY’ block. The most common way to handle this is to have a specific ‘If you are using a relay service, please press 9’ option right at the start.
It is a bit old-school, but it is the most reliable way to identify those callers and route them to your specialized accessibility desk without them getting lost in the standard voice logic.
We actually used Terraform and CX as Code to deploy a standardized accessibility template across all our organizations to solve this. Instead of relying on user input, we configure our ‘No Input’ timeouts to be slightly longer on the initial menu. If the system detects zero input after two attempts, we assume the caller might need assistance and we route them to a ‘General Help’ queue with a specific ‘Accessibility Priority’ attribute.
This ensures that even if they cannot interact with the IVR, they are still reaching a human who can help. It is a very effective way to meet those WCAG requirements without adding complex logic to every single flow.