IVR Accessibility Checklist

Checklist for TTY IVR Accessibility

1. You will be placing a call to a company or agency to see if their IVR (interactive voice response system) is TTY compatible. Please read through the checklist so you understand all the questions before making your call.

2. Note that you may need a hearing person to help with the call if the system is not in fact TTY compatible.

3. Note that this is not an "official" evaluation for Section 508 or any other accessibility law or regulation. Some of the questions concern features beyond the scope of current laws and regulations.

Company or Agency Name

Department (or other identification)

Phone Number

Date tested

Type of system:

Auto-attendant (directs calls to particular departments or people)
Audiotext (delivers recorded information)
Note: we are not testing the public's ability to leave voice mail

Tested by: (optional)

Name

Organization

Email address

Phone

Finding and using the TTY number
Was it easy to find the TTY number?	Yes No
How does the TTY service work?	separate TTY number same number as voice
Does the number provide only a TTY answering service that promises to call you back?	Yes No
If so, how long did it take to get called back?
Does the welcome message state the company or agency name and what can be done on this IVR?	Yes No
Could you briefly rewind the message?	Yes No Don't know
Could you replay the entire message?	Yes No Don't know
Could you repeat the menu?	Yes No Don't know
Could you return to the previous menu?	Yes No Don't know
Was there an option to reach a live person?	Yes No Don't know
If yes, did you try to reach a live person? Why?	Yes No
How did you reach a live person?
Did you have enough time to respond to the prompts?	Yes No Don't know
Additional comments

When you're finished filling in the information, please click the "Submit this evaluation" button above.

Checklist for TTY IVR Accessibility

Finding and using the TTY number