NIH and CIT Breaking through Communications Barriers

NIH NexTalk Telephony Services (NTS)

NIH, with the help of CIT, is improving communication by providing access to its Institutes and Centers for all citizens -- including the deaf, hard of hearing and speech impaired. Most often citizens make initial contact by phone, or in the case of the deaf or hard of hearing, by TTY. Implementing NIH NexTalk Telephony Services (NTS) is the next step to advance the communications technology for those now relying solely on TTY.

NTS services and user support offered by CIT

Currently, CIT is running a NexTalk-service pilot project with five participating ICs: OD, NLM, NIGMS, NCI and CIT. Once we are satisfied with the program’s performance and all user issues have been addressed, CIT will offer NTS as a central NIH production service with two setup options: (1) NTS domains self-administered by ICs or (2) CIT-administered NTS domains. Once the pilot project is successfully completed and we roll-out the NexTalk service NIH-wide, we will let you know more about the details of signing up/registering for the service and how it will be funded. Please visit Interface and the NTS Web site for updates.

CIT will be maintaining and supporting NTS as follows:

• 24/7 server support


• Timed diagnostics feature - this allows the NTS system to launch diagnostic scripts and other processes, and to send out email notifications in the event of any problems such as a T1 line going down.


• 1 hour response time on connectivity problems to resolve or escalate


• 24/7 On Call service


• Redundant server with automatic fail-over if an NTS server should go down

In addition, the NIH Help Desk provides a single point of contact for phone calls, email, and Web-based requests for technical assistance. To submit a Service Request, go to the NIH Help Desk Web site or call 301-496-HELP (301-496-4357), 866-319-4357 (toll free), or 301-496-8294 (TTY).

What is NTS?

The NexTalk system (NTS) allows people with hearing disabilities, who have computer access, to communicate "live" with someone without having to use a TTY-type device. There is no audio component to the client and all textual functions of the client are certified to be Section 508 compliant, which requires that federal agencies' electronic and information technology (EIT) is accessible to people with disabilities.

NTS features

NexTalk is an Internet-based, live text communication system with special provisions for the communication needs of the deaf and hard of hearing. The NIH NexTalk software application, developed by NXi Communications, Inc., enables deaf persons to communicate with anyone, hearing or deaf, across telephone networks, the Internet, or a LAN/WAN without having to use a TTY-type device. It simultaneously offers advanced communications and messaging features. It is a blending of telephone and computer technologies that links TTY callers with every NexTalk user on their local and wide area networks – at NIH this would mean the local area networks within an IC as well as the networks of all participating ICs. Also, with NexTalk, any TTY call can be answered and then transferred to another NexTalk user or group of users via your PC.

It provides many features such as text answering machine, custom phone books, TTY call transfer, and TTY conference capability with multiple NexTalk users. The software is installed directly on a user’s desktop system.

NTS Features:

• Make a Relay call


• Receive a Relay call


• Receive "Text Mail" messages that are forwarded to an email address


• Call or accept text calls by any other NexTalk users


• Transfer calls to other NexTalk users


• Create Conference calls


• Send and receive Instant Messages


• Call or accept calls from a TTY


• Receive a call from a TTY to the NexTalk client


• "Call" anyone with an email account

Understanding TTY

To understand NexTalk, an understanding of TTY communications is necessary. The TTY is a communication device used by deaf or hard-of-hearing people that connects to the standard phone line and consists of a keyboard and a small display to view the scrolling text of the conversation. The person responding to the TTY call must be trained in the technology as well.

How NTS works

NexTalk is a software application that installs directly on a user’s Windows PC and will eventually serve as a viable alternative to TTYs for the deaf and hard of hearing across agencies.

When a TTY call is made to an NTS user, it goes through the public switched telephone network (PSTN). The call is then transferred to the NTS network server by a communication card via a T1 phone line. Once in the network, the call is directed to the user(s) associated with the dialed phone number. The NTS server converts TTY messages into a format that can be moved to the network server as readable text much like instant messaging.

When a call is answered, a screen called the conversation viewer appears (see illustration above). The conversation is then entirely “real time”, i.e. as either the user or the TTY caller type words, the characters appear simultaneously on the other participant’s screen. A send button, therefore, is not necessary.

Further information on NexTalk (NTS)

Are you interested in NTS, or do you have further questions about the service? For further information and to learn more about NIH NexTalk services please visit the Web site: http://nihnextalk.cit.nih.gov.