 So good morning, everybody. We'd like to welcome you to the October 2, 2021 HLAA Diablo Valley Chapter meeting. And our topic is today is going to be Eno Caption. But before we get going on that, I'd like to introduce myself. My name is Ann Thomas, and I'm the president of the Diablo Valley Chapter in case you don't already know who I am. And I'd like to introduce the other board members. We have Zoher Chiba. Zoher, can you say hello so people can see what your face looks like? Zoher had some problems yesterday. He communicated with his audio. So I don't know whether that just happened because I didn't hear him. So next is Jill McFadden, and she's our secretary. Jill, can you say hi? Good morning. And Walt Bateman is our treasurer. Walt, can you say hi? Hello. Thank you. So we know that by now almost everybody is familiar with Zoom and how to kind of navigate. But in case we have some new people today, we don't want anybody to be stuck and not know how to access some of the most important things. So we start out our meetings giving directions. And these directions only apply to the desktop version of Zoom. The first thing, and obviously for all of us, the most important thing is closed captions. So if you look at the bottom of your screen, there's a menu bar that looks exactly like the image here. And when you see the CC button, you may already, they may have automatically started or they may not have started. If they didn't start, click on the CC button and click on subtitles. And then they'll automatically start. You also can increase the size of those. I happen to like mine as large as possible. Makes it much easier to read. And if you're like me, lots of times the captions go by too fast and I can't figure out, by the time I realized that there was something that I didn't understand, it's already passed. So if you enable full transcript, a whole long list, the whole conversation will show up there. And you can very easily just scroll back to miss that to find that word or two that you missed and then proceed forward. You can also move the caption window anywhere you would like on your screen to make it the most convenient for you to be able to augment your understanding by lip reading. Since there are probably going to be 30 of us in our meeting today, we definitely can't figure out who is raising their hand and in what order. So we'd like to ask that people use the raise hand feature, which is located in the reactions at the bottom of your screen. It's the smiley face with the plus. And so when you click on that, a new window will open up, which is the window below the long bar and see it says raise hand there. When you click on raise hand, what happens is in your thumbnail in the upper left hand corner, a hand will show up. And also in the participants list, there's a hand that shows up next to your name. And the hands in the participants list are in the order that people raise their hand. So you don't have to worry about not being called on in the order that you raised your hand. Another feature that's very important to all of us is the ability to be able to regulate the size of the person speaking and the presentation that's happening. And so you can adjust that screen size if you're in speaker view and how you find the image of the box that says speaker gallery and immersive. It's in your upper right hand corner and it says view. When you click on that, if you click speaker, what happens is the speaker will be on the right and the presentation is on the left. And the lines in the middle that are circled, you can drag those windows back and forth. So if you your personal preference would be you would like to have the person who's speaking be bigger so that it's easier for you to lip read. You can do that. Well, I'd like to remind everybody to speak a little slower. I don't know if you're like me, but when I get nervous or excited, I speak faster. And that makes it harder for our captioner to accurately caption. It makes it harder for all of us to understand. So it's a reminder to me. It's a reminder to all of you. It's a reminder to our presenters. And if by some chance someone feels that somebody is speaking too fast, please put a message in the chat and we'll ask the person remind the person to slow down. Whoops. We also would like to remind people that external microphones are very, very important with the zoom. They increase the audio clarity for everybody. So I use an external microphone. It's a blue microphone. And you can tell just by how close or how far away I'm moving that microphone, you probably can hear this huge difference in the audio. So if you happen to have an external microphone the next time you zoom, make sure to connect it. So it's my great pleasure to have Matt and Christina here from EnoCaption. I have known them since they first attended an HLA convention years ago when they were the first company to be approved by the FCC for doing. And Matt, I think it's something having to do with ASR captions, right? And you can tell us all about that. And nobody else had done that before and they applied and they were approved. And then that started the whole captioning that was available for all of us on our cell phones. And now they've expanded and they have a desktop version, which I'm sure that I'll tell you all about today. So Matt and Christina, I'm turning the meeting over to you. All right. Thank you so much. And it is great to see you as always. I honestly wish that every webinar that we did, it would start off with helpful tips for people watching it through Zoom. So you guys are very lucky to have someone like Ann. Today, like Ann said, we're going to be going over EnoCaption. We're very excited. We're going to be sharing a brand new PowerPoint because we're going to be talking about the latest feature that just came out about a week ago. It's DeskView. DeskView basically allows caption users to make outgoing calls directly from their computer so they no longer need to rely solely on their cell phones. But like I said, we will cover that throughout the presentation. Now, one of the things that Ann mentioned, I'm pretty sure she mentioned it because she knows me really well. I tend to get excited and I tend to speak very fast. So if anybody needs me to slow down, I'm going to be sharing my screen. But Christina, she's going to be helping me out. She's going to be on the lookout. If anybody needs me to slow down, please let me know. With that being said, I'm about to share our PowerPoint. We don't like just sitting here and talking at you guys for 30, 45 minutes. If anybody has any questions about anything that we're covering, please let us know. We'll pause every now and then. We'll stop and ask if anybody has any questions. Like I said, just let us know. We also have a brand new video that we're going to be sharing in the beginning. It's our corporate video. That's about three minutes long. It's just a little message from our co-CEO, so let me pull up my screen. Can everybody see the presentation? I'll take that as a yes. Can you get rid of the sidebar? So start from the slideshow from the beginning. Hold on, Ann. Let me do it again. Just go F5 if it's a PC. Just set F5, F5 key if you're using a PC. Yeah, did I do it? No. If you hit F5, they'll put it into presentation mode. Yeah, I'm hitting it. Slidescreen mode. Matt, on the top, if you go to the slideshow tab and I feel like we should tell everybody this is a weird malfunction because we do these presentations all the time and Matt always controls the slide deck. He is definitely the more tech savvy one of the two of us. Go from there. Go slideshow. Yeah. Click there and then all the way to the left. Right there. What about now? No, Matt, you know what I think happened? Are you only sharing PowerPoint as opposed to sharing your whole screen? No, I'm sharing my screen. This is very interesting. This is the first time that this has happened to us. Well, listen, there have been all these Zoom issues recently. We had a problem at our last meeting. They were all related to PCs. So all we can do is we just go with the flow, right? Absolutely. Well, while Matt figures that out, I'm happy to start talking a little bit about who we are and a little bit about what Anne was talking about. We are, as Anne said, in a caption. And that was such a lovely introduction, Anne. Thank you. As I want to echo Matt's sentiment that it's so nice to go through all of the Zoom roles before starting. It would be great if every presentation was like that. In all caption was the first ever provider to be certified that was app only. So unlike the majority of the companies on the market, we only have an application. So we work on Apple and Android devices. There's no landline phones. We recently were approved to provide automatic speech recognition captioning. And we were the first incumbent provider to do that. Everybody else on the market has put in applications. Some of them has been approved. But why what we do is different is we have stenographers and ASR. We allow our users the control over their caption methodologies. We believe that our users know their accessibility needs best because you do. So we want to make sure in the middle of a call as your accessibility needs may change, you're in full control of the captions and you are able to switch back and forth. We are the only ones that also allow unlimited switching between the two technologies. I've worked for in all captions for about six years. And I am very passionate about it. I am the child of two individuals who are were born with profound hearing loss. Very late in life when I was in college. Well, it wasn't late in my life. I was in college. But they got two bilateral cochlear implants. They were actually the first couple in Virginia to get implanted in a joining hospital room. So that was kind of cute. There was a newspaper per article about them. But that is how I got involved in this industry and in this technology because of my parents and seeing that they didn't have telecommunications access on their cell phones for so long. So can you guys see my screen or still nothing? We can see the PowerPoint presentation, but only in PowerPoint. It's not actually presenting as the presentation. And what about now? No, are you seeing the presentation? Yeah, I am. Okay. Yeah. So I think we're just gonna have to but you can still see what's on the screen, right? Yeah. Okay, we'll improvise it. Just like Ann said, we're gonna have to do things a little bit differently this time. I will share the PowerPoint presentation with you afterwards. Ann, if you want to share that with anybody else, please feel free to. Okay, so let's get started. Today's presenters, you have me and Christina. I am the director of marketing for InnoCaption. I've been with InnoCaption since we first launched in 2016. Christina, why don't you go ahead and talk a little bit about yourself? Oh, while you were figuring that out, I told them everything they need to know about me and more. I guess I didn't mention that I do regulatory affairs for the company. So my job is working as a liaison with the FCC and making sure that we are abiding by everything legal. I do a lot of compliance, but as a small company, everybody wears lots of hats. Yes. So let me, I don't think we're gonna be able to show the video since I'm not sharing my screen. Yes. But the video I will share with you guys afterwards, it was a message from our co-CEO Joe Duart, the person that you see on your screen right now. And the main gist of the message is what you're seeing on your screen right now. Basically at InnoCaption, our mission is to offer the best telecommunications accessibility solution to the deaf and hard of hearing community. And the key thing for us is that at the end of the day, we like to say this over and over again, our users drive our innovation. And what we mean by that is that of all the updates that we've done to the app since we first launched in 2016, a majority of them were because we received an email from a user asking us to look into, you know, can you add this to the app or can you do this differently? And I'm bringing this up because if you do try InnoCaption for the first time and you see that there's something missing, send us an email, let us know that there's something that we could be looking at it differently. We love to get feedback from our users. The presentation today, we're going to be talking about InnoCaption. In the beginning, InnoCaption was only used on the cell phone. But as you can see on your screen now, we're also available on laptops and desktop computers as well. What is InnoCaption? InnoCaption is a mobile app that provides real-time captioning of phone calls for individuals who are deaf or hard of hearing. Now if you're familiar with landline captioning phones, the idea is similar, but we deliver the captioning completely differently. The key difference between InnoCaption and everybody else is that we're the only ones providing that captioning through stenographers. So we have real people typing what's being said. Because of that, our accuracy is higher and our speed of delivery is also higher. Now one of the latest updates that we've done to the InnoCaption app is to allow users to also make and receive calls through automated speech recognition or ASR. And we'll talk more about that in a few slides. Well, who is InnoCaption for? And as you can see, anyone in the United States who needs captioning to understand their phone calls due to a hearing loss is eligible to use our services. So if you're in the United States and you have a hearing loss, you can download InnoCaption at no cost because our services operate free of charge. We are certified by the FCC and funded by the TRS fund. Well, the question that I like to receive the most is the one that you see on your screen. How do I get started with InnoCaption? And it's very, very simple. From the minute you decide to download to the second you make your first call, it should be between five and 10 minutes. It's very easy. Number one, if you have an iPhone, you go on the App Store. If you have an Android, you go on the Play Store, you search for InnoCaption. That's our logo right there. You download the app. You register. You can register directly on your phone or you can go on our website and register there. After the registration is done, you open up the InnoCaption app. It's going to ask to enter your cell phone number and the password that you created during the registration process. You hit Next. The app is activated and you're ready to make your first call or receive your first call. Before we get into how our captioning work, does anybody have any questions? Do you need me to go over anything that we just covered? If not, Christina, I'm going to throw it to you and you can talk a little bit about this choice that we give to the users. Sure. Absolutely. Thanks, Matt. So how does our captioning work? As Matt said, we were the first provider and we are still the only provider to provide phone captions using stenographers or cart providers. So just in case there's anybody on the call that doesn't know what a stenographer is, it is an individual like in a courtroom where you have the people typing the transcript but they use shorthand. It's a smaller keyboard and they type phonetically, so it's a lot faster. These individuals have gone through a lot of school and a lot of training to be able to provide fast and accurate transcripts. As somebody who grew up in the Heart of Hearing community, in the beginning when people started asking for automatic speech recognition, I didn't understand why because I think there has been a stigma against it for a long time and I asked a lot of our users who were asking for it why ASR met their accessibility needs. I heard things from people who were not comfortable having a third party on the line even though it's confidential and fully private. They expressed that they felt functional equivalence would never be met until they, like their hearing peers, were able to have a phone call without somebody on the line. I had people tell me they felt cart stenographers were a limited resource, so when they're on hold with Social Security for an hour, they want the ability to switch off to something else and only go back to that live individual when a live person comes on the line. I had somebody explain that because of the speed of ASR, they had enough residual hearing that if ASR made mistakes, it still met their accessibility needs. I understood more fully how different everybody's accessibility needs are. We started testing with automatic speech recognition before we released it and our co-CEO Joe, who's a bilateral CI user, started taking all of his calls with us before we even beta tested the technology and this switching feature was born because he was on a call with an airline and in the beginning the call went really well. It was an interactive system, computers understand computers very fast, great. He was on hold for about 20 minutes. It was a significant hold and he was transferred to a representative whose voice didn't process well with automatic speech recognition. At that time, that's what he was testing, that's what he had. He was in the position of having to ask for help from somebody in the office or hang up and start the call again using a car provider and neither of those is an accessible phone call. So he emailed the team and said the only way that this will work is if we give our users the ability to switch as they need between CART and ASR, at the time it was not technologically feasible but our engineers are amazing and they worked very hard and now we are the only company that has that switch. Some of the differences between the two, obviously CART providers bring a human element so they can provide for individuals who don't have a lot of residual hearing and nonverbal cues are important like dog barking or bad connections, stuff going on in the background. They are able to provide those parentheticals to let you know what's going on on the call. They can also prompt you, oh speaker far away, echoing. Automatic speech recognition doesn't do any of that but it is very fast. So where people have very clear voices, my voice process is very well because I enunciate my words. I don't have, I mean some people say I have an accent but that's neither here nor there. Matt's voice process is even better because he's a man, men's voices tend to process better. You want to avoid using ASR with little kids. Tiny human beings don't have regular speaking patterns and they really confuse ASR. The captions are terrible. Certain accents, different voice patterns, I was on a webinar testing automatic speech recognition and the speaker had a very clear voice. I was so sure her captions were going to be great and they were terrible. I was trying to figure out why. I listened closer and I realized she was nervous. Her voice was shaking. So the automatic speech recognition, her voice had an abnormal pattern and it wasn't processing well. So there are pros and cons to each one but stenographers as human beings are able to press caption different accents, children, speech patterns that are outside of ASR's capabilities. So that's just a little bit of background. I could talk about this forever. If when you are on the InnoCaption app you are able to choose before a call what you want to start with. As you can see in the screenshot and I know it's really small so I'm going to tell you what it says on the upper right hand corner that is where you select your caption mode before you make a call and it'll give you a choice between automatic speech recognition in English, automatic speech recognition in Spanish, or CART. And then during a call you are able to at the bottom of the screen to the right of the disconnect button switch as you need. So when you hit that in the middle of a call the box will pop up and if you're using ASR you can switch to CART. The other party doesn't know that you're switching. There's no lag in captions. In the background we have both sets running at the same time and then it overlaps so for you you're not going to lose any captioning. I also actually recommend this to people if you have a bad connection like you're having a bad Wi-Fi connection or your captions freeze for some reason. A little trick is to switch caption modes because it refreshes everything in the connection. So the captions will pick back up. Now privacy. Let me take a sip of my water really quick. Before I move on to privacy does anybody have any questions about CART automatic speech recognition or anything that I was just talking about? I don't see any hands but I know I can only see some of the participants so if I ask if people have questions and you're raising your hand but I don't see you when I try to move on please just turn on your microphone and interrupt me. I don't want anybody to think that I'm ignoring questions. So what about privacy? Christina we have one raised hand from Julie. Perfect thank you Matt. Julie go ahead. What is CART, C-A-R-T? That is a great question. So CART actually stands for I'm actually pulling up what it stands for but it is a stenographer. It stands for communication access real-time translation and it is a they are a stenographer. It's a live person who types in shorthand so as opposed to having a full keyboard where they have to type out every letter their system has a dictionary that they program ahead of time and by hitting fewer keys they're able to spit out full words. Thank you. Of course do we have any other questions? I see two more hands going up Christina so yeah keep going. Okay cool so Matt I cannot see the names on the hands do you want to call out the next person? Yeah I think Zohar has a question. We don't have audio for you. Are you muted? I wonder if we can ask to unmute. I don't think my Zoom is allowing me to do that. Do you want to type your question in the chat and we can we can answer it and while you type that Matt why don't we take the oh wow my Zoom. Christina and Matt Zohar had problems yesterday with his audio and he had them at the beginning of our meeting too so Zohar if you just type your question into the chat we'll make sure it gets answered. And while he does that and we're talking about Zoom problems I will be right back ever since Zoom did an update my my computer froze I have two screens on top of each other I cannot see anybody so I will be back in one minute while he types his question. So Christina and Matt we know that Zoom started having problems for people with PCs yeah maybe 10 days ago. Okay they are continuing to release updates for that I believe the most current one is eight Allen could sir is that accurate seven five eight seven I think it's five eight and so what happens they keep releasing the update to fix something but it doesn't fix everything but you have to go in and manually update it won't automatically update. Okay okay we'll definitely look into that and both Christina and myself we have PCs so I'm sure that's what's affecting the presentation like Christina mentioned we've been doing these for a while and today is the first day that we're not able to share the full presentation but we're still making it work we'll we'll figure it out. So Matt I think that Christina left and that's what happened to other people they had to leave the meetings to unfreeze their screen. Okay I'll tell you guys what let's keep going once Christina comes back she'll finish this slide about privacy it is important so we will come back to this in a little bit but while she's reconnecting with us let me go ahead and talk to you guys about some of the key features that we have for the InnoCaption app and right off the bat the three main ones are in front of you guys so first of when you download InnoCaption you're going to be given a separate number but you don't have to rely on that number you can keep using your original cell phone number the second one is the fact that now you can also make directly outgoing calls from your desktop computer and the third one is the fact that we're the only company that gives the users choices when it comes to how they want to receive the captioning either through a real person a sonographer or ASR and I think Christina is back with us is that Christina are you there oh wait a minute I just screwed something up for her hang on I am all right how's everything looking on your end good I apologize for that guys I have had a great time with zoom lately I heard and talking about the problems with PC so well the good the good thing is that we're very familiar with customer support so we'll reach out to their customer support and see how we can make sure that this doesn't happen again but in the meantime Christina why didn't you go ahead and finish the slide of our privacy absolutely so as I mentioned in the beginning we are a certified IP CTS provider IP CTS stands for internet protocol caption telephone services and as part of that we have to abide by federal regulations one of those is confidentiality we take our user privacy very seriously and we obviously it is part of our compliance as well our sonographers are highly trained professionals they they undergo background checks before they're ever able to get on our system and they are individuals who have put a lot of money into their training they're used to working in confidential settings we have contractors who work with us that also work for dlj dlj oj excuse me in academia in court so confidentiality is not a foreign concept to these individuals additionally they can actually only hear the half of the call that they're captioning so when you make a call as the you know caption user they don't hear what you say they hear the other person I don't know if you have ever tried to figure out context from half of a conversation it's actually incredibly difficult and while we are talking about that I feel like I should say I've had people tell me that they always think they're captioners at the end of every call they ask the other person to hang on and and think the captioner for the captions they provided and it always breaks my heart when I have to say oh no they don't they can't hear you you need to tell the other person to repeat what you're saying but it really is best practice and the best way to keep things confidential your call transcript you are able to save them to your device and now we have settings where our users are able to choose always save the transcript ask before saving transcript or never save the transcript and once you delete those transcripts we are not able to recover them the system just isn't designed to be able to do that and we've had people reach out and and say that they would like us to look at their transcripts or they would like us to recover them for them and and we just don't have that ability so it's important if you have important transcripts to save them yourself and back them up because it is out of our control as for automatic speech recognition I know that this is a very hot topic for a long time and I guess still is outside the scope of IPCTS our ASR engine doesn't do any machine learning while on the calls so what that means is none of your audio is logged the way that automatic speech recognition engines get better is they take little pieces of what they hear so they can learn but we contract with Google and we pay more so none of that happens on our calls so you get the benefit of all the learning that happens out there off the phone calls for the speech recognition engine to get better but it does not happen on our calls awesome thank you Christina I'm glad you're back this slide is way too serious for me so thank you for rejoining us again all right so let's go back to the key features that that we were talking about it and the first one you see there is your personal inocaption phone number like I mentioned as soon as you download the app you're going to be given your inocaption number that number is going to match the area code of your cell phone number but the ending is going to be different now in the beginning when we first launched users had to rely on that number so when they make calls that's the number that the person would see on their caller ID and if they wanted to receive captions on incoming calls then that's the number that the person needed to call now today you don't need to do that anymore and we'll talk about that in a little bit well besides that you can also view the transcript of the conversation like Christina was saying now you're only going to have access to half of that conversation just what the other party is saying you can email that to yourself you can save it on your phone indefinitely caption voicemail if you were an inocaption user from our early days you probably remember having to sit through every single voicemail message to get to a particular message well we just gave our voicemail a total revamp and now you we have visual voicemail so you can select which voicemail you want to listen to again thanks to user feedback we were able to implement this change recently the last one you see on your screen is caller ID settings and what that does it allows inocaption users to select which number the person they're calling will see on their caller ID so they can choose between their inocaption number their cell phone number or they can block their number from showing on the person's caller ID as well besides that yes can i jump in really quick and that caller ID feature is a great example of something that was developed that we would have never thought of from user feedback back in the day you were only able to choose between your inocaption number and your native number your native number is your cell phone number we had a number of users on our system who are doctors who are hard of hearing and they let us know if they had the ability to block their number they would be more on level with their hearing peers for telecommunications access because hearing doctors were able to block their cell phone numbers so they could work from home and call patients without sharing their personal contact information so we were able to implement that one very quickly and it's i just love sharing that story because i i hope it illustrates but if you take the time to contact us and it's something we're able to do we absolutely want to do it for you so then i'll give it back to you now great story yeah thanks for jumping in um well besides the ones that we just covered we also have multi-language support as you saw earlier we do spanish through asr and we're currently looking into adding several other languages as well we have a spam call filter we know everybody today whether you have a hearing loss or not is dealing with an increased number of spam calls so we do allow our users to block those calls besides the filter that we have enabled on the app we also give users the choice to block numbers individually so if you're getting calls constantly from a certain number you can go and add them to your blocked list we have desk view caption mirroring and i'm gonna talk about that in a few slides i'm very excited to share that with you guys and the last one is the in call caption mode switch that's the one that Christina was talking about earlier the choice that we give users to switch between asr and cart either before or in the middle of a call as well and here you can you can see another map really quick um before we move on from the spam call filter and this is not normally something i say during presentations so this is you guys are the first group to hear this if if you receive a call that's marked as spam likely and you realize that your doctor's office or a legitimate number let us know because we will contact the the provider to let them know that that number should be removed additionally i was reading an article about spam calls the other day and if you guys ever get a call that is not flagged as spam and but the individual is claiming to be from the government or the more recent thing that's been coming out is police officers saying that you have to pay bail for something and if you hang up with them you'll have a bench warrant always know a good way to tell is if you say that you will call them back um on a number that is is public or i'll give you a call back and they won't let you and they say if you hang up you know this is it you'll get arrested or whatever it's a pretty good indication that it is a spam call that cc has been modeling this for a couple years now but hopefully we're getting rid of a lot of them soon sorry matt you can go ahead okay we only have one more uh when we're talking one slide to go uh to talk about the latest updates and this is again yet another one that we did uh after we heard from one of our users uh we now give users the choice to select between dark mode or light mode and for the captioning themselves you can customize the color of the background you can change the type of font and you can change the font color as well so again we just want to give users as much as many choices as we possibly can and with all of this being said the one feature that we're very very excited to talk about today is desk view something that we just released about a week or a week a little over a week ago and i'm going to throw it to christina christina has been working heavily testing uh desk view and she knows this inside out so tina talk to them about it absolutely so for desk view and if you're wondering why there's a little um blank screen on the right hand corner it is a video but the screen is very small uh so we won't show it today but it's a video where i walk through all the desk view features matt will share it afterwards with ann so everybody who attended can can get a copy of the video it is captioned and it walks through all of these features very slowly as many of you probably know we have had desk view for a while but what this latest desk view update does is it enables you to make outbound calls from your computer we received a lot of feedback from the community that it was great to be able to mirror the captions from your cell phone to the screen but while people are working it would be so much easier or for zim calls if they could just dial directly from the computer matt do you mind going back to the previous slide so we can see what it looks like so now when you log into desk view on the right hand side here you see that there is a dial pad and you are able to call out right above that dial pad just like on the inel caption app you are able to choose whether you want automatic speech recognition or a cart provider and you can't really see it here but below there is a option for input device and output device you can select where you want to hear the audio um just a little tip always make sure those two things match the input and the output or you'll get an echo this is great for zoom calls this is great for conference calls um matt do we still have the zoom slide because zohan had asked a question about zoom or did that get taken out with oh perfect we do have the zoom slide um so while we're talking about desk view i am going to jump and talk about inel caption for zoom meetings because that was the question that zohan had asked in the chat the short answer is yes you can use inel caption for zoom meetings but something to be aware of is if your group or employer or whoever is in charge of the meeting will provide cart captioning you want to go and get a contracted cart provider as opposed to using on-demand cart there's a couple reasons for that on-demand cart is wonderful they are highly talented individuals but they are not in the presentation they won't be able to identify speakers they won't know who's speaking they you will likely have different cart providers because that's the way it works on demand they can hand the call off and they have no contacts a cart provider that you contract with ahead of time receives the preparation materials so any technical language they already have programmed in their dictionary they're able to communicate directly with you if there are technical issues so overall it provides a higher level of accessibility than on-demand cart with that being said inel caption is there for you if you can't have a cart provider or we have individuals who haven't disclosed their hearing loss so people don't know they're using caption so there are always reasons you may want to use inel caption on zoom but we like to share some of the downfalls of on-demand cart and why it is always better if it's an option to contract directly with a cart provider okay matt sorry i bounced around you can go back up so back to desk view which it was related to zoom because that's what people use desk view most for you are able to upload a contact list because we don't save your inel caption contact list in our server the desk view contact list is only for desk view so the first time you log on there's no contacts you can upload your google or outlook contacts anything you want that contact list will be separate from your inel caption contact list the first thing that you see when you log in to desk view will be a emergency address pop-up and in that pop-up we allow you to put up to four addresses where you normally use inel caption from your computer and that is for 911 calling so please don't skip over it even if it's unlikely you'll be calling 911 from the computer always make sure that your accurate location is there now one of the best things about desk view is it's when you make an outgoing call it's constructed a little differently and because your hardwire connected if you're on a desktop computer it has very very good audio quality so i highly encourage everybody to to try it out and see what you think the additional features that we have and i actually already went over these additional features so we can go ahead and move on awesome thanks christina now we're going to start talking about some of the most frequently asked questions that we do get even though we've already covered some of them the number one question that we get is can i use my existing cell phone number and like i said in the beginning this was a huge issue because when inel caption users were dialing out the people that they were calling would see this inel caption number they didn't know who they were calling so they wouldn't answer well today you don't have to rely on your inel caption number anymore you can use the setting in my caller id to select your cell phone number to show up on their caller id and you can pair that with automatic call forwarding so if you're someone that needs captioning on every single incoming call we highly recommend you setting up call forwarding what that's going to do anytime someone calls you on your cell phone number that call is going to be automatically routed to your inel caption number so the person when they call you they won't even know that you're using the inel caption app so the my caller id paired with the automatic call forwarding you no longer need to rely on your inel caption number and you can keep using your cell phone number normally the other question that we get is can i use my account with multiple devices and this is something that was an issue again in the beginning but now with desk view you can use inel caption on your cell phone you can use it on your tablet if you have an ipad you can download it there and with desk view you can finally use it on laptops and desktop computers as well christina do you want to talk a little bit about the landline telephone option sure for outgoing calls you're able to select your audio we have this feature that's really wonderful um you can send your audio to a landline and why you may want to do that or why some users really like that is some people have landline handsets that work really well with their hearing loss um whether they have hearing aids or the hearing aid compatibility on it they just hear better on that handset than they do on their smartphones so for outgoing calls you can set it up to ask you where you want to hear the audio if you put your landline phone number you click that your phone will ring you answer the landline and then it goes through it still goes through your cell phone so it's not showing your landline number it's the only thing that's different is instead of hearing the audio on your cell you hear it on your your landline handset and 911 people always ask can i make 911 calls yes you can make 911 calls on the intercaption app it is always safer especially if you don't know where you are to make a 911 call from a landline the reason for that is landlines have fixed locations associated with them and being hardwired you don't have all the issues you have with cellular connection so if you're in a position where you have bad connection again it's always better to call through a landline now we live in a mobile world a lot of people call 911 from their cell phone you can call 911 on intercaption when you place a 911 call your call is prioritized and we always send it through cart if you are somebody who has your settings for automatic speech recognition it will still initially place that call using cart but once you're connected you're able to switch to asr if that's what you feel meets your accessibility needs when you call 911 you are connected to intercaption emergency relay center and they'll ask you for your location your name and confirm your callback number if you don't know where you are you can tell that first operator and they're able to hit any button on their console to ping your phone to pull your location and that's why we ask for location services when you sign up for the app that's the only time we ever pull your location and from there I feel like I should say please don't test it if you know where you are and it's an emergency tell them where you are a limitation with cellular technology is when you ping a device the accuracy of the location depends very much on how long that phone has been connected the wifi's has been connected to and even in really best case scenarios it will get first responders around 200 feet of where you are but if you're in an apartment building they'll know the apartment building they won't know the unit so it's great if you don't know where you are they'll be able to ask you follow-up questions they'll get you to the right 911 center and they'll ask follow-up questions to find exactly where you are but again always provide your exact address if you know it then that operator transfers you over to the 911 center and this is the only time that in all caption will disclose that you have a hearing loss that 911 operator during the transfer says the first I'm connecting you to an individual who is deaf or hard of hearing but they will be using their own voice to speak to you and the reason we do that is just for safety reasons and as a practical matter to make sure that they stay on the line with our users even if there is a delay or and they let first responders know as well this review on the right hand side of the screen is one of our favorites we love when our users take the time to submit reviews on the app store and play store to share their experiences because it's one thing for somebody from mental caption to talk to a member of the community and explain what we do but we're a business it's it's another for other community members to share the impact that the technology has had so this review we like so much talks about an individual during Hurricane Delta last year that lost power and so their landline caption phone was not working and they were able to download in all caption to get a tree removed that was slowly falling closer and closer to their house before it hit the house and damaged it so Matt next slide we already went over this an important reminder in all caption is not for in-person conversations there is technology for that I'm always happy to information share resource share if you anybody sends me an email it's regulatory at InnoCaption.com InnoCaption because we are funded out of the telecommunications relay services fund you cannot use it if you're in person the golden rule that I tell people is you can use InnoCaption to make any phone call a hearing person would make so as a hearing person I would call my doctor I would call into the audio on a zoom call I would call a family member I would not call a contractor that was standing in the same room with me to say I don't understand what you're saying hold on let me get captions additionally InnoCaption cannot be used in situations where cart services would normally be provided so if you're in a situation where let's say your employer says oh we found InnoCaption so we'll no longer be paying for a cart provider they can't do that it is illegal to use InnoCaption as a substitute for cart and if anybody needs me to email an employer to let them know that I'm happy to do that as well calling healthcare providers especially during the pandemic with the rise of telehealth we received a lot of questions regarding whether individuals were able to use relay services to call healthcare providers and and the answer is yes you are the part of HIPAA that healthcare providers normally push back on when they find out a patient is using a a relay service is the privacy rule and the Department of Health and Human Services with the FCC put out a public notice a long time ago now and it's linked at the bottom of this that clarifies that when one of the parties to the phone call whether it's the doctor or the patient has a hearing loss the individual is able to use relay services like InnoCaption for their phone calls and it does not violate the privacy rule of HIPAA and now Matt I will pass it back to you. Great thank you Christina well we're getting close to the end of the presentation like we always say we'll stay for as long as people have questions but if you have any questions you can find the answers by either going on our website InnoCaption.com and at the top one of the tabs is a help center tab you can click on it and you can look up anything that you want to find out about the InnoCaption app we're constantly writing new help center articles and adding it there so if you don't find anything let us know we'll make sure that it's included the other option is to email us support at InnoCaption.com and we have an amazing support team I don't know if you guys can read it because the screen is a little small but on the left I have two very recent reviews one from the app store one from the play store talking about our support team these are real people if you email them you got a message back within 24 hours for the most time they'll work with you they'll provide step by step to any issue that you might have or they can even schedule a zoom call with you if you don't think email is really getting to the bottom of it besides the those two options if you want to know more about InnoCaption you can find us on your regular social media platforms we're very active on Facebook that's where we update our users about the latest news but we also have Instagram Twitter YouTube and we have a great blog page as well on our website where we update articles all the time now if you want brochures you can email us at marketing at InnoCaption.com and that just comes straight to me so you'll be talking to me let me know if there's any marketing materials that you need I'm more than happy to put a package together and send it to you guys if anybody has any questions when it comes to regulatory you can email regulatory at InnoCaption.com and that email goes to Christina so you'll be speaking to her you guys just heard us talk for a very long time and I do thank you for that we're going to open up the floor now from some for some Q&A we'll stay for as long as you guys need us to be here so let me stop sharing my screen and before we open the floor really quick I do want to say that when you email support you will get an email back immediately saying that we've received the ticket and it suggests some links that you can click and that's what Matt was talking about the help center that may help don't worry our support team will still get back in touch with you the only reason we say 24 hours is because for more difficult tickets or overflow we look into issues before we email you back but the turnaround time is pretty quick and our support team is always happy to troubleshoot with you if in different ways so as Matt said if you need a zoom call somebody has a question a comment in the chat and I don't know exactly what they're referring to it's from Cindy Toff um Cindy can you please ask your question in person unmute yourself and ask your question so what our question is in the chat she said is this like voice to text situation like when with our regular cell phone use people vocalize what they want texted to recipients so I don't know whether she's talking about an asr captioning app or I don't know I know people who who talk in their phone it'll come up and text to the recipient like what happened he's hearing he had a regular cell phone he texts on it and the recipients use the text on it you get the action of vocal or talk to text and they have the same you know the same outcome so Cindy what you're referring to is a speech to text app okay so the common ones are ava which is available on both iOS apple and google live transcribe which is available only on google and some people use a note taping note taking app called otter of these three apps the only one that allows for social distancing is ava because more than one person can be in the conversation at a time okay so I'm not the same so Cindy I I believe what you're referring to is when hearing people when they're driving will respond to text messages using odd their their voice and I have a feeling you're asking because a lot of the time when people use that feature you get some pretty ridiculous text messages back so the concept is very similar so you speak and it turns into text now the I don't know what speech recognition engine that uses so it is the same concept but I would like to think that what we are using provides less laughable transcription with that being said it very much depends on the speaker so if somebody has a very clear voice and annunciate there's a good connection the accuracy will be very high if um if somebody has a voice pattern that's not recognized it could produce laughable results just like the speaking to text that you're referring to okay thank you of course what other questions do we have oh I can't believe there aren't any more questions well I'm going to sing some eno caption um hotspots I absolutely love it I've been using it forever when the feature happened that you could uh transfer your um incoming call to your regular cell phone number it's just fabulous so you only have one cell phone number anymore so eno caption comes in it pops up then it takes you to the eno caption window you just answer right there and you're set to go and now we have a question Julie Johnson unmute yourself okay so um one of the things that I've had the most difficulty with is whenever I have to talk to someone in customer service over the phone so like the cable company or the telephone company is it okay for me to use this eno caption with them okay great yes really absolutely and again the story that christina shared with us about joe uh he was calling customer support at the time he was calling united customer support and that's how we created the switch between card and asr if you are calling customer support in the beginning of the call you may be speaking to an automated system so you can use asr during that period but then when they switch you over to an actual person if that person has an accent or if you have a hard time understanding that person you can click to switch to card and then a real person will be typing like Christina said a sonographer has a much easier time dealing with accents so you can absolutely use eno caption to make that call and I saw that Cindy had a question in the chat as well um a great one when can we reveal the recording of this presentation uh uh Cindy I'm sure Thomas uh Cindy I'm sure Ann is going to share the the presentation with you guys afterwards but Ann I'm also going to email two links one is the corporate video that I was going to play in the beginning that was a message from our co-CEO and the other one is a link to the desk view tutorial that we put together it's a little bit longer the corporate video is about three minutes the tutorial is about seven minutes so we take things very slowly to make sure that we go over every single feature so if you are interested in trying out desk view for the first time I highly recommend checking out that video beforehand so the Diablo Valley chapter has a youtube channel okay almost all of our meetings are on in that channel and so I have to just go to youtube and look it up and it'll be there now I have a question so I haven't used the desktop view yet the new one so if I want to use that how do I get that view on my computer it's very we try to make it as simple as possible all you have to do is go on our website you go to enocaption.com and on the upper right hand corner there's a login button so you click on that you enter your login information which is going to be your cell phone number the one that you registered with and the password that you created during the registration process now I know some people they've been with us for five years almost six now and they created that password back in the day so they don't remember what it is if that's the case there is a forgot password button on that page that if you click on it it will take you through the steps on how you can reset your password after that you click login the there's going to be a browser window and with desk view which is going to look like the one that that we the picture that we shared with the dial out on the right and the caption screen on the left now if you just did it great it is and again the biggest difference is that before this latest update users had to call from their enocaption app to get the captions on desk view now you don't have to do that anymore you open up desk view on your computer and there is a keypad that you can use to make that outgoing call to Brackley and then you receive the captions either on your laptop or on your your desktop computer yes and that's exactly what it looks like thank you for sharing and this feature is for outgoing calls so when you get an incoming call while it'll ring on your cell phone or your tablet it does not ring on your computer something to keep in mind so so I have my cell phone sitting right next to me and so if I got a call on that and I pulled up the desk view could I answer it on the desk view you would have to answer it on your cell phone first and then you would be able to click desk view to mirror the captions your audio is your audio is faint and we can't hear you your audio is faint so can you hear me now let me get out of the enocaption window can you hear me now just barely no you were fine at the beginning this recently it's gone bad so sharia parisola you have a question good morning thank you christina and matt for this excellent presentation um I in washington state I we get a lot of calls about specifics on how to use enocaption and and I have to confess that I haven't used enocaption regularly myself and as a matter of fact during this um presentation I just went in and tried to uh to you know restore my um application and so now I actually have two logos or two apps on my phone uh and I was wondering if you could speak to that yes so you likely have the old version of enocaption the new version is the speech bubble with the little equal sign the old version that you want to delete is the one that has the two faces so yeah yeah that is a new one you always want to make sure you only have one version of the enocaption app having both can cause issues um but shari shari if you ever would like us to do a training for the state of washington or even for you so when you get people asking you questions you know how to troubleshoot with them we're always happy to do that I was just thinking that as I was watching this about you know how can I find the right market to make it worth your time and and you know to come and do a presentation so so that that would be great and I think again you know the user experience really speaks a lot a lot of these questions can be answered once I can I've actually experienced the situation myself um so so let me play with it a little bit and actually use it and then I'll come back and circle back in and I actually have some questions for you that and then we can actually move forward from there absolutely shari and like I said during the presentation if you need any marketing materials to hand them out just send me an email my email is the easiest one out of everybody in the company it's just matt m att at you know caption.com so anybody here if you guys have any questions if you need anything at all just please feel free to reach out to me directly at any point uh shari one thing you said about scheduling for presentations we do not care if we're talking to one two three or thirty sixty ninety individuals we'll schedule no matter what if you need us to jump on a zoom call just let us know okay that's excellent customer service thank you bravo thank you okay so if we don't have any more questions um we have a few announcements to make and first of all I'd like to thank Matt and Christina um for coming today and I learned new things so I get as all of you who here today you know that I love technology and I'm always playing and fiddling with something new and I learned some new tips and tricks to try and I can't wait to experiment with a desktop view so thank you very much for joining us today thank you and it's always an absolute pleasure hearing from you when I saw that email we jumped on the opportunity to present like I said in the beginning we're very excited to share it that's for you you guys were the very first angel a chapter that we're speaking to about the latest version of desk view I'm very sorry that we weren't able to share the presentation like we usually do but I will make the power point available to anybody that needs it thanks Matt so does anybody have any other questions about anything that's happened since we had our last meeting did you try something new did you run into a situation that was difficult for you to deal with does anybody have any comments to make okay so historically Bob's Astro has always distributed homemade muffins and since we can't meet in person we just have to vicariously take one of Bob's muffins in from the slide here thanks Bob we know your heart is with us here for this you have a few announcements so UCSF is getting ready to run a clinical trial and the clinical trial is going to be for anybody who is planning on getting a cochlear implant but the cochlear implant that you choose needs to be med L and I'm going to be sending this out via our email marketing tool but I thought that I'd mention it today and we've had Melanie Gilbert give us a presentation in the past maybe I'll be able to get her to come again so I was hoping maybe for next month but she's in the process of moving so I don't know how long we have to wait I want to remind everybody again this is our big opportunity everybody needs to communicate with their representatives there is a hearing aid bill a medicare hearing aid bill in the process it's called HR 1118 and you need to take action now and everybody who doesn't take action you need to be really ashamed of yourself because we all bitch and moan about this that medicare doesn't cover hearing aids so if they don't hear from us we have nobody to blame but ourselves so if you go to the HLA website it's very easy to find out who your representative is all you do is in the search engine put in medicare and it will come up right after right underneath that and last time we demoed that if there's anybody who has a problem finding out how to do that on the HLA website please email me I will zoom with you I can show you I can walk you exactly through it we'd like to remind everybody you know hearing loss is a disability and we have to ask for communication access this year was the 31st anniversary of the ADA and unfortunately we still have tons and tons of problems getting the communication access that we all need now all of you know I'm a died in the wool activist and everybody says well where should I get this you should be able to get it everywhere the ADA specifies that auxiliary aids and services need to be provided for us if we ask for them and that's all I have to say today if anybody else has something else please speak up now and otherwise if nobody speaks up then we're going to go ahead and say goodbye and thank Corey our live captioner for the wonderful captions that we've had today does anybody else have something else to ask or comment or something that's upcoming for them no news walt how's your new implant uh you're a mute okay um I'm bumbling along everybody sounds like R2D2 I'm using the hearing aid on one side um I'm practicing reading um um I've downloaded an audio book and I read along with the print book um it's all new it's overwhelming but I'm glad I found I'm glad I found it I'm glad I did it so Julie I wouldn't have called on you even though I knew that you got a new implant because um you're not as familiar with all of us and I would have thought that I would have been betraying your privacy but Walt Bateman all of us know that Walt got his implant and so I was calling on Walt but I think he left so Alan I'm still here you have your hand up oh now you're back so Walt do you want to give us the update there's nothing much to say uh it's been about a month since I got the implant I haven't been doing practicing uh uh using the uh all the like online class it's not like a class but they uh have different uh tests to see not tests but they voice through uh half a dozen different people you have a small video on the screen and they speak and you're supposed to interpret repeat back what they what they say uh I don't feel like my the sound like uh Julie said it sounded like a computer mine does not sound like a computer to me so I'm not sure what uh other people experience but uh I'm going along hopefully that uh over time I will understand more and more of the uh what people are saying through my cochlear implant uh if anybody else has questions about the cochlear implant that I have which was uh it's it's really advanced bionics slash phonac type uh cochlear implant one question I had is I think Anne answered it is of course if you have both ears working everything you can hear better and at first I thought I was only supposed to use my cochlear implant to learn what the the speech sounds like but I feel that if you use if you have an ear that uses your regular hearing aid it should be paired with the cochlear implant so you have even more information I think I'm right on that Anne is that correct yeah so well the piece that when you're doing your oral rehabilitation practices so like if you're on the computer and you're practicing hearing the sounds that people are saying or sentences then you should only use your ci yeah that's what I do I take out my uh my regular life you can do both my hearing aid that I used before and only use the cochlear implant to understand what the the speakers on the the practice sessions are saying it's getting it's getting pretty old though and it's only been a month listening to the half a dozen the same speakers so Anne I need more help where else do I go so as far as practice there are multiple options and like Julie said Julie's losing using audio books so audio books you know it's you're only limited by whatever you want to hear yeah so Matt so we're getting question I got two cochlear implants during the pandemic and I'm hearing like I have not heard in 25 years maybe ever and sherry prayers only shaking her head she knows that we're on lots of committees together and I'm even forgetting to turn on the captions for everybody because I don't need them generally anymore so um it's we're all on different stages of where we are and how well we're hearing and there are other people on this call who also got implants during the pandemic and already have them so anybody else wants to say anything please raise your hand we'll give that a few minutes okay so I guess nobody has anything else to share thank you everybody for coming and we'll see you next month