In a call center, TTY callers can be accommodated by a hunt group that includes TTY-equipped agents. Although many TTYs can connect directly with the telephone network by way of analog RJ-11 jacks, Avaya recommends that agents be equipped with TTYs that include an acoustic coupler that can accommodate a standard telephone handset. One reason for this recommendation is that a large proportion of TTY users are hearing impaired, but can speak clearly. These individuals often prefer to receive calls on a TTY and then speak in response. This requires the call center agent to alternate between listening on the telephone and then typing on the TTY. An acoustically coupled configuration makes this process considerably easier.

Although TTY-emulation software packages are available for personal computers, most of these packages do not have the ability to intermix voice and TTY on the same call.

For a TTY hunt group, you can record TTY announcements and use them for the hunt group queue. To record announcements for TTY, follow the same steps as with voice recordings from your telephone. However, instead of speaking into your telephone to record, you type the announcement with the TTY device.

For an alternative to creating a TTY hunt group, you can use vectors to process TTY calls. With vectors, TTY callers and voice callers can use the same telephone number. In this case, you can also record a single announcement that contains both TTY signaling and a voice recording.