Hamilton Relay Smoothes Call Takeovers

Hamilton Relay told the FCC it implemented new procedures July 23 for call takeovers (CTOs) to make the process more seamless for providers of the IP captioned telephone service and other relays. “Previously, when a CTO occurred, the user would be directed by the CA [communications assistant] to press the captions button, and a new CA would take over the call with minimal disruption,” said a filing posted Wednesday in docket 13-24. Now “once a call takeover is approved by the CA’s supervisor, the call routes to the next available CA, and the original CA will continue captioning until the new CA actually takes over the call. Thus, there is no wait time.”