ACCESSIBILITY SUGGESTIONS - SUGGESTIONS ACCESSIBILITÉ

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ACCESSIBILITY SUGGESTIONS - SUGGESTIONS ACCESSIBILITÉ

Postby SienaT » 12/27/2011

(VOIR LE MESSAGE EN FRANÇAIS EN BAS)

Hello everyone,

I have been using FreePhoneLine since 2010. I am totally blind since birth,k and I use assistive technology on my PC. Unfortunately, the FPL desktop softphone is not at all accessible with screenreading software for the blind and visually impaired. I am able to make and answer calls without any problems, however I am not able to use any of the other functions as buttons, lists, menus etc. are not properly labelled and no screenreading software can identify them. I have reported the issue to several members of the FPL technical support staff on several occasions, and everyone I spoke to gave me the run around, making excuses such as the necessary modifications being "too costly and too time consuming". One technical support worker went so far as to tell me (in a rather impatient and impolite manner) that there is nothing FPL could do to help me and that I should ask a sighted person to do the manipulations for me. This, in my opinion, is not at all acceptable! It is important that the developers of FPL and developers of assistive technology colaborate in order for products and services to be accessible to all users.

Back in September, I spoke to a technical support person (I can't remember his name off hand) who told me he would pass along my comments and suggestions to the development team and to the CEo and that he would keep me updated. I have not heard any news since then, and the necessary improvements have not yet been put into place. I would be greatful if the CEO and/or someone from FreePhoneLine could contact me by phone or by email in order to discuss the issue further. As for my suggestions: I would suggest that you create a text-only interface that would allow users with visual impairments to do use the software with the keyboard instead of the mouse. Also, it is important that keyboard shortcuts are included, and that all buttons, menus, lists etc. are properly labelled so that screenreading software can recognize them.

If any of you on the forum uses FreePhoneLine with assistive technology and/or has any tips and tricks that would make the software easier for me to use, please feel free to contact me either via the forum or privately. NOTE: I am bilingual, so you may speak/write to me in either English or French. My contact info is as follows:
Email: siena.trigiani@gmail.com
Skype: siena.trigiani

Thank you in advance!

Best regards,

Siena.
SienaT
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ISP Name: Sympatico
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Re: ACCESSIBILITY SUGGESTIONS - SUGGESTIONS ACCESSIBILITÉ

Postby SienaT » 12/27/2011

Bonjour tout le monde,

J'utilise FreePhoneLine depuis 2010. Je suis complètement aveugle de naissance, et j'utilise mon PC à l'aide des technologies adaptées. Malheureusement, le logiciel de FreePhoneLine n'est pas du tout accessible avec des logiciels de revue d'écran pour les personnes non et mal voyantes. Je suis capable des appels et de répondre lorsque je reçois des appels, mais je ne peux pas utiliser les autres fonctions puisque les boutons, les listes et les menus etc ne sont pas bien étiquettés et les logiciels de revue d'écran ne les reconnaissent pas. J'ai contacté le support technique de FPL plusieurs fois pour signaler le problème et leur donner mes suggestions, et toutes les personnes à qui j'ai parlé m'ont donné des excuses, comme quoi ça coûterait trop cher et ça prendrait trop de temps pour faire les modifications nécessaires. Il y a une personne qui est allée jusqu'à me dire qu'elle n'était pas en mesure de m'aider et que ce serait une bonne idée de demander à une personne voyante de faire les manipulations pour moi, ce qui n'est pas du tout acceptable. Il est important que les dévelopeurs de FPL et les dévelopeurs des logiciels adaptés travaillent ensemble pour que les produits et services soient accessibles à tous.

J'ai parlé avec quelqu'un du support technique (je ne me rappelle plus de son nom) au mois de septemre, et il m'a dit qu'il allait envoyer mes commentaires et mes suggestions au directeur général ainsi qu'aux dévelopeurs. Depuis notre conversation, je n'ai pas eu de nouvelles, et les modifications nécessaires not pas été mises en place. J'aimerais que le directeur général et/ou quelqu'un de FreePhoneLine me contacte pour que l'on puisse en discuter davantage.

Quant à mes suggestions: Je vous conseillerais de créer une interfae "texte seulement" qui permettrait aux utilisateurs non et mal voyants d'utiliser le logiciel à l'aide d'un cLavier au lieu de la souris. Il est important que des raccourcis clavier soient intégrés et que les boutons. les listes et les menus soient bien étiquettés pour que les logiciels de revue d'écran les reconnaissent.

Si quelqu'un d'entre vous utilise FPL avec un logiciel de revue d'écran ou d'autres logiciels adaptés ou si vous pouvez me donner des trucs et des astuces pour faciliter l'utilisation du logiciel, n'hésitez pas à me contacter sur le forum ou en privé. Je suis bilingue, donc vous pouvez me parler ou m'écrire en anglais ou en français. Voici mes coordonnés:
Courriel: siena.trigiani@gmail.com
Skype: Siena.trigiani

Merci d'avance!

Cordialement,

Siena.
SienaT
Just Passing Thru
 
Posts: 13
Joined: 04/26/2010
ISP Name: Sympatico
Computer OS: Windows 7

Re: ACCESSIBILITY SUGGESTIONS - SUGGESTIONS ACCESSIBILITÉ

Postby TheHardy » 12/27/2011

Hi Siena and welcome to the forums. Your issues with the FPL software are not something that I considered until you brought it up, however, it makes a very valid point. The response you received from the FPL staff you dealt with sounds atrocious and hopefully it will be taken "up the chain of command" and dealt with in some manner (even if it is as simple as more training for the front line operators); there are several FPL employees that are active in these forums, so I am sure this will NOT go unnoticed.

I am sorry that I can not be of more help in this matter other than to support you in your efforts to make the software more accessible. I know that myself and a few others have reported other operational issues with the FPL softphone, so hopefully an updated version is available soon, and with input and insight like yours, can be made more user friendly for ALL users!
Hardy - Surrey, BC ~~ increasingly disgruntled FPL user ... comon, fix your stuff!
driver/webmaster - INCARTA Professional Delivery & Moving -- http://www.incarta.ca 604-594-7126
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Re: ACCESSIBILITY SUGGESTIONS - SUGGESTIONS ACCESSIBILITÉ

Postby SienaT » 12/27/2011

Hi Hardy,

Thank you very much for your support, I really appreciate it! Yeah, hopefully FPL staff will see this and the necessary accessibility improvements will be added in the near future. I'm going to keep plugging away at it until the necessary steps are taken. I have also forwarded my forum post to the suggestions email on the "contact us" page.

Take care,

Siena.

TheHardy wrote:Hi Siena and welcome to the forums. Your issues with the FPL software are not something that I considered until you brought it up, however, it makes a very valid point. The response you received from the FPL staff you dealt with sounds atrocious and hopefully it will be taken "up the chain of command" and dealt with in some manner (even if it is as simple as more training for the front line operators); there are several FPL employees that are active in these forums, so I am sure this will NOT go unnoticed.

I am sorry that I can not be of more help in this matter other than to support you in your efforts to make the software more accessible. I know that myself and a few others have reported other operational issues with the FPL softphone, so hopefully an updated version is available soon, and with input and insight like yours, can be made more user friendly for ALL users!
SienaT
Just Passing Thru
 
Posts: 13
Joined: 04/26/2010
ISP Name: Sympatico
Computer OS: Windows 7

Re: ACCESSIBILITY SUGGESTIONS - SUGGESTIONS ACCESSIBILITÉ

Postby FONGO_mike » 12/27/2011

Hi Siena,

Although i can not give you an update at the moment about our softphone working with your assistive technology on your PC, i have a question for you. Do you currently have the configuration file for your FPL account? If you do i may have another solution for you (at no extra cost to the configuration file).
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Re: ACCESSIBILITY SUGGESTIONS - SUGGESTIONS ACCESSIBILITÉ

Postby SienaT » 12/27/2011

Hi Mike,

No, I don't currently have the configuration file, however I can give you the contact info for several assistive technology developers, so that they can give you detailed technical information as to what needs to be implimented into the software in order for it to be fully accessible. This brings me to another issue that I have experienced on the website: I want to delete a call follow me number, and it will not let me edit or delete it. I am not sure if this is a problem with the site itself or if it's because the link was created as a sort of image that one needs the mouse in order to click it. I would strongly recommend that you have a look at the Web Accessibility Initiative website founded by the World Wide Web Consortium for more information about accessibility standards and guidelines: http://www.w3.org/wai

Also, a free FPL app for the i-devices would be a good solution for those who use them, I use an iPod Touch and the majority of the apps are accessible with Voiceover, so I think that might be a good accessibility solution. I cannot stress enough that accessibility is very important.

Best regards,

Siena.

fpl-mike wrote:Hi Siena,

Although i can not give you an update at the moment about our softphone working with your assistive technology on your PC, i have a question for you. Do you currently have the configuration file for your FPL account? If you do i may have another solution for you (at no extra cost to the configuration file).
SienaT
Just Passing Thru
 
Posts: 13
Joined: 04/26/2010
ISP Name: Sympatico
Computer OS: Windows 7

Re: ACCESSIBILITY SUGGESTIONS - SUGGESTIONS ACCESSIBILITÉ

Postby TheHardy » 12/27/2011

I have not had a problem with modifying the Follow-Me module at all insofar as deleting or changing numbers. I suppose it could well be an accessibility issue that is making it tough for you to access it properly. Forgive me if this seems impolite so suggest, but maybe have a friend modify your setting for you while you are logged in?? I know this does not FIX the underlying issue but it would 'make the change'.

I honestly think it is good that you bring up these points, as I am almost sure that this was not a consideration in the development of the software nor the design of the website. Bringing the issue forward should ensure that it is addressed (or at least I hope so!).

Should you need someone to help you out to change a setting and no one else is available in person to do it, feel free to PM me and would offer to assist you in any way I can ... :)
Hardy - Surrey, BC ~~ increasingly disgruntled FPL user ... comon, fix your stuff!
driver/webmaster - INCARTA Professional Delivery & Moving -- http://www.incarta.ca 604-594-7126
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TheHardy
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Posts: 1632
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Location: Surrey, BC
SIP Device Name: FPL PC softphone (buggy)
Firmware Version: 3.0.3.0
ISP Name: Telus Optik
Computer OS: Win7
Router: Actiontec V1000H
Smartphone Model: none

Re: ACCESSIBILITY SUGGESTIONS - SUGGESTIONS ACCESSIBILITÉ

Postby SienaT » 12/27/2011

Thank you again, Hardy! I will ask a friend to help me with it this time around, luckily it's not a modification that I have to do regularly! :) Hopefully the underlying accessibility issue will be cleared up in the near future, I'll definitely keep you posted!

Take care,

Siena.

TheHardy wrote:I have not had a problem with modifying the Follow-Me module at all insofar as deleting or changing numbers. I suppose it could well be an accessibility issue that is making it tough for you to access it properly. Forgive me if this seems impolite so suggest, but maybe have a friend modify your setting for you while you are logged in?? I know this does not FIX the underlying issue but it would 'make the change'.

I honestly think it is good that you bring up these points, as I am almost sure that this was not a consideration in the development of the software nor the design of the website. Bringing the issue forward should ensure that it is addressed (or at least I hope so!).

Should you need someone to help you out to change a setting and no one else is available in person to do it, feel free to PM me and would offer to assist you in any way I can ... :)
SienaT
Just Passing Thru
 
Posts: 13
Joined: 04/26/2010
ISP Name: Sympatico
Computer OS: Windows 7

Re: ACCESSIBILITY SUGGESTIONS - SUGGESTIONS ACCESSIBILITÉ

Postby TheHardy » 12/27/2011

No problem -- I am not sure that it will be anything QUICK with the softphone -- there have been some glaring bugs that I have reported since I joined this forum over 4 months ago and there has been no action. Mind you, they were not accessibility issues, so maybe THOSE will get some priority. You may not have noticed the absence of incoming caller ID, but that has been one of the biggest thorns in my side. I know that Canada does not have as strong a legislation as the USA (ADA - Americans with Disabilities Act) but I am pretty sure that no company wants to be seen to be presenting barriers to the "alternately-abled".
Hardy - Surrey, BC ~~ increasingly disgruntled FPL user ... comon, fix your stuff!
driver/webmaster - INCARTA Professional Delivery & Moving -- http://www.incarta.ca 604-594-7126
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ISP Name: Telus Optik
Computer OS: Win7
Router: Actiontec V1000H
Smartphone Model: none

Re: ACCESSIBILITY SUGGESTIONS - SUGGESTIONS ACCESSIBILITÉ

Postby stalltime » 03/17/2014

hello guys,

2 1/2 years later and no accessibility features have been implemented. :o I too would really like to see some accessibility features or at least some keyboard shortcuts.
I am using Dragon NaturallySpeaking and it's not able to navigate FPL [Desktop] app because none of its buttons, menu etc. are labeled properly!
Anyway I am hoping by resurrecting this thread, it will bring some more attention to this subject!

Thank you from me and from other users who needs accessibility features.
PS is there any other Desktop programs out there like FPL that gives you a Canadian phone number?
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