Total Conversation, as defined in Recommendation ITU-T F.703 [2], is a combination of three media in a conversational call: video, Real-Time Text and audio. ETSI TS 101 470 defines conditions for using Total Conversation for emergency services with more media than in the regular voice call providing opportunities to more rapid, reliable and confidence-creating resolution of the emergency service cases compared to plain voice emergency calls, and especially for enabling access of emergency services or making them more usable for those persons who may have little or no use of voice telephony because of disabilities related to hearing, speech or other human communication functions.

The present document addresses the organization of Public Safety Answering Points (PSAP) and the potential impact on overall organizations of emergency services for handling Total Conversation calls. The present document also addresses functional requirements regarding the interface to the PSAP, the connection to external supporting services, the transferring and sharing of the call between call handling organizations, the call logging and call recording at the PSAP, the PSAP call back aspects and specific call routing and location information provision aspects for these Total Conversation calls. The present document refers to existing standards relevant for Total Conversation user terminals and serving networks to facilitate a Total Conversation emergency call. The present document does not imply any requirements on user terminals in general to be Total Conversation terminals.

The service specified here is one solution for accessible emergency services intended to fulfil requirements in the EU Universal Service Directive [i.1] and [i.2]. The present document does not preclude that other solutions may be possible and can be specified and implemented.

Due consideration is taken of related standardization (e.g. 3GPPTM and IETF) and work in other bodies (e.g. the Expert Group on Emergency Access (EGEA) and the European Emergency Number Association (EENA)).