Oracle Accessibility Conformance Report

VPAT® Version 2.3 - April 2019

Name of Product:

Oracle Live Experience Cloud Mobile Associate Experience 21.7

Product Description:

Oracle Live Experience enables businesses to maximize customer lifetime value with personalized in-app digital engagement that is proactive and contextual.

This VPAT covers the Mobile Associate Experience (MAE) app for Android. 

Date:

05-Aug-2021

Contact Information:

accessible_ww@oracle.com

Dependent Products


This product interacts with or is built with the other Oracle products listedin this section. Click below to view information about the accessibility ofthese dependent products. Products listed are the versions available at thetime of publication of this document; newer documents may be available that supersedethese versions.

Evaluation Methods Used:

Oracle's policy is to design, develop and test both products and documentation to be accessible. The recommended styles of testing for accessibility include: (i) algorithmic automated tests, (ii) human judgement tests such as tool-assisted tests, visual inspection and manual operation, and (iii) testing with assistive technology by people with and without disabilities. Additional information about Oracle's accessibility program is available on http://www.oracle.com/corporate/accessibility/index.html

Accessibility Standards/Guidelines

This report covers the degree of conformance for the following accessibility standard/guideline:

Standard/GuidelineIncluded In Report
Web Content Accessibility Guidelines 2.1Level A - Yes
Level AA - Yes
Level AAA - No
Revised Section 508 standards published January 18, 2017 and corrected January 22, 2018Yes

Terms

The terms used in the Conformance Level information are defined as follows:

Supports
The functionality of the product has at least one method that meets the criteria without known defects or meets with equivalent facilitation.
Partially Supports
Some functionality of the product does not meet the criteria.
Does Not Support
Majority of functionality of the product does not meet the criteria.
Not Applicable
The criteria are not relevant to the product.

WCAG 2.1 Report

Table 1 also documents conformance with:

  • Section 508: Chapter 5 - 501.1 Scope, 504.2 Content Creation or Editing, and Chapter 6 - 602.3 Electronic Support Documentation

Note: When reporting on conformance with the WCAG 2.1 Success Criteria, they are scoped for full pages, complete processes, and accessibility-supported ways of using technology as documented in the WCAG 2.1 Conformance Requirements.

Table 1: WCAG Conformance Criteria

Criteria
Conformance Level
Remarks and Explanations
1.1.1 Non-text Content (Level A)Supports The Android UI was tested for:
  • Images that convey information such as ImageView and ImageButton objects have meaningful alternative text using the android:contentDescription XML attribute for static elements and the setContentDescription() method for dynamic elements.
  • Images that are decorative have the android:contentDescription XML attribute set to "@null".
  • Information shown in complex images such as charts is also available in an alternative textual form (e.g. a data table) or complex image is a container composed of individual accessible elements
  • Controls have an associated name
  • Text summary or alternative is provided for time-based media
  • Non-text characters are not used or have meaningful alternative text
  • CAPTCHAs are not used
1.2.1 Audio-only and Video-only (Prerecorded) (Level A)Not Applicable

The Android UI was tested for: 

  • No Pre-recorded audio-only or video-only content is being used
1.2.2 Captions (Prerecorded) (Level A)Not Applicable

The Android UI was tested for: 

  • No Pre-recorded Audio/Video content is being used
1.2.3 Audio Description or Media Alternative (Prerecorded) (Level A)Not Applicable

The Android UI was tested for: 

  • No Pre-recorded Audio/Video content is being used
1.2.4 Captions (Live) (Level AA)Not Supported

The Android UI was tested for: 

  • No captions are provided on realtime video
Exceptions:
  • 29512680 - Captions not provided for live audio content
1.2.5 Audio Description (Prerecorded) (Level AA)Not Applicable

The Android UI was tested for: 

  • No Pre-recorded Audio/Video content is being used
1.3.1 Info and Relationships (Level A)Supports The Android UI was tested for: 
  • User interface component labels are associated with the fields they are labeling
  • Headings are marked as such using the accessibilityHeading attribute
  • Android UI does not use tables
1.3.2 Meaningful Sequence(Level A)Supports

The Android UI was tested for: 

  • The Talkback reading/presentation sequence matches the logical reading sequence
1.3.3 Sensory Characteristics(Level A)Supports

The Android UI was tested for: 

  • Instructions provided do not refer to things solely based on their sensory characteristics such as shape, size, visual location, orientation, color, or sound
  • Instructions provided which refer to graphics included a reference to the text alternative of the graphic
1.3.4 Orientation (Level AA)Supports

The Android UI was tested for:

  • Text is displayed in both device orientations without loss of functionality or visibility of the text.
1.3.5 Identify Input Purpose (Level AA)Supports

The Android UI was tested for:

  • Text fields which collect information about the user contain the appropriate autocomplete content attribute.
1.4.1 Use of Color(Level A)Supports

The Android UI was tested for: 

  • Information is not conveyed using color
1.4.2 Audio Control(Level A)Supports

The Android UI was tested for: 

  • Audio that plays automatically for more than 3 seconds can be paused or stopped

1.4.3 Contrast (Minimum) (Level AA)Partially Supports

The Android UI was tested for: 

  • Large-scale text and images of large-scale text have a contrast ratio of at least 3:1
  • Other text and images of text have a contrast ratio of at least 4.5:1

         Exceptions:

  • 29504454 - 1.4.3 : MAE - Contrast issues in meeting page post login
  • 29505363 - 1.4.3 : MAE - Menu Items Multiple Contrast Issues
  • 29504698 - 1.4.3 : MAE - Remote support call - Short code page close button contrast issue
  • 29504640 - 1.4.3 : MAE - call options - contrast issues
  • 29504434 - 1.4.3 : MAE - contrast issues in Check Now screen of Diagnosis window
  • 29499781 - 1.4.3 : MAE : Login screen contrast issues
1.4.4 Resize text(Level AA)Supports The Android UI was tested for: 
  • Text can be resized up to 200% without loss of content or functionality using the Android zoom feature
1.4.5 Images of Text(Level AA)Supports

The Android UI was tested for: 

  • Images of text are not used
1.4.10 Reflow (Level AA)Supports

The Android UI was tested for:

  • Text information reflows so that only one direction of scrolling is required while at 400% zoom.
1.4.11 Non-text Contrast (Level AA)Supports

The Android UI was tested for:

  • Non-text items have a contrast ratio of at least 3:1
1.4.12 Text Spacing (Level AA)Not Applicable

The Android UI was tested for:

  • Markup language is not used to implement the content.
1.4.13 Content on Hover or Focus (Level AA)Not Applicable

The Android UI was tested for:

  • There is no content that appears on hover or focus.
2.1.1 Keyboard(Level A)Partially Supports

The Android UI was tested for:

  • Ability to perform functions from the keyboard only, and without requiring specific timings for individual keystrokes
  • Proper operation of unique keystrokes and access keys, including those listed in the product documentation
  • The ability to use the product with OS keyboard aids: StickyKeys and FilterKeys (feature names may be different on different platforms)

        Exception:

  • 29776666 - 2.1.1: MAE - Call details box shown though splitter is dragged to the maximum downwards when voice assistant is ON
  • 29783691 - 2.1.1: MAE - can not navigate to local video screen in collab call as a whole OR arrow button that is seen instead
  • 29783844 - 2.1.1: MAE: Landscape Short code call - None of the buttons show up through keyboard navigation, need to tap on screen
2.1.2 No Keyboard Trap (Level A)Supports

The Android UI was tested for: 

  • Movement of focus can be moved to a component of a page using keyboard, with no "keyboard trap" that prevents focus from moving away from any control
2.1.4 Character Key Shortcuts (Level A)Not Applicable

The Android UI was tested for:

  • There are no single character keyboard shortcuts.
2.2.1 Timing Adjustable(Level A)Supports

The Android UI was tested for: 

  • Time limits used are part of a real-time event, or an essential activity.
2.2.2 Pause, Stop, Hide (Level A)Not Applicable

The Android UI was tested for: 

  • There is no moving, blinking or scrolling content
2.3.1 Three Flashes or Below Threshold(Level A)Supports

The Android UI was tested for: 

  • No portion of the screen flickers or flashes with a frequency between 2 Hz and 55 Hz
2.4.1 Bypass Blocks(Level A)Supports

The Android UI: 

  • Oracle non-Web software products, including bundles and suites of software, do not behave as a set of software programs as the term is defined. Therefore this guideline is always automatically met.
2.4.2 Page Titled(Level A)Supports

The Android UI was tested for: 

  • The name of the software application is meaningful
2.4.3 Focus Order(Level A)Partially Supports

The Android UI was tested for: 

  • Logical movement through the focusable components using Talkback, in an order that follows a meaningful sequence

        Exceptions :

  • 29776377 - 2.4.3: MAE Focus goes to Call details heading of the Context attributes though hidden
  • 29783742 - 2.4.3: MAE Landscape - In Return to call list page focus goes to a hidden window
  • 31497382 - 2.4.3: MAE ID Verficiation panel - Focus goes to background elements
2.4.4 Link Purpose (In Context)(Level A)Supports The Android UI was tested for: 
  • The text of links and their surrounding paragraph, list, table cell (with marked up table headers), is sufficient to describe their purpose
2.4.5 Multiple Ways(Level AA)Supports

The Android UI: 

  • Oracle non-Web software products, including bundles and suites of software, do not behave as a set of software programs as the term is defined. Therefore this guideline is always automatically met.
2.4.6 Headings and Labels(Level AA)Partially Supports

The Android UI was tested for: 

  • Headers describe the topic or purpose of the content below them
  • Labels describe the purpose of the associated field

         Exceptions:

  • 29473753 - 2.4.6: MAE: Camera switch button is referred to as 'button'
  • 29622175 - 2.4.6: After screenreader reads full contents - Agree button mentions 'Double tap to activate, double tap to hold and long  press'
  • 29776625 - 2.4.6: MAE - Call menu contents are read out twice
  • 29783572 - 2.4.6: MAE - Local or remote video is incorrectly referred by voice assistant as ' Unable to play media'
  • 29776875 - 2.4.6 MAE: After UI displays hold, Live Experience application tool bar hold button is mentioned
  • 29776917 - 2.4.6 MAE: Are you sure you want to end the call alert - is mentioned by screenreader on Return to call list page
  • 29479029 - 2.4.6 MAE: Change password page fields are read out as Edit box
  • 29776884 - 2.4.6 MAE: Tabbing goes to the microphone icon and the end user name in the middle of the screen, voice assistant says double tap to activate
  • 30035504 - 2.4.6 MAE: Background elements are read out by screen reader in Improved sign on pages
  • 30309150 - 2.4.6 MAE: Phone number format information Pop up is not read out
2.4.7 Focus Visible(Level AA)Supports The Android UI was tested for: 
  • Visual indication of the location of the focus using Talkback to display a focus indicator
2.5.1 Pointer Gestures (Level A)Not Applicable

The Android UI was tested for:

  • There are no multipoint or path-based gesture actions.
2.5.2 Pointer Cancellation (Level A)Not Applicable

The Android UI was tested for:

  • There are no single pointer operations
2.5.3 Label in Name (Level A)Supports

The Android UI was tested for:

  • User interface components that include text or images of text and have a label, have a name that contains the text that is presented visually.
2.5.4 Motion Actuation (Level A)Not Applicable

The Android UI was tested for:

  • There are no functions that require motion of the device.
3.1.1 Language of Page(Level A)Supports

The Android UI was tested for: 

  • Application is in the locale/language of the underlying platform
3.1.2 Language of Parts(Level AA)Not Applicable

The Android UI was tested for: 

  • Passage or phrases are in same language as  that of the parent page, which inturn is in the locale/language of the underlying platform.
3.2.1 On Focus(Level A)Supports

The Android UI was tested for: 

  • When an element receives focus, it does not result in a substantial change to the user interface of the software, an additional change of keyboard focus, or the spawning of a new window
3.2.2 On Input(Level A)Supports

The Android UI was tested for: 

  • Changes in the value of user interface components does not result in a substantial change to the page
3.2.3 Consistent Navigation(Level AA)Supports

The Android UI: 

  • Oracle non-Web software products, including bundles and suites of software, do not behave as a set of software programs as the term is defined. Therefore this guideline is always automatically met.
3.2.4 Consistent Identification(Level AA)Supports

The Android UI was tested for: 

  • Images and controls are used and identified consistently throughout the product
3.3.1 Error Identification(Level A)Partially Supports

The Android UI was tested for: 

  • When input errors are detected, they are described to the user in text, including identifying the item where the error occurred

         Exception :

  • 29550415 - 3.3.1 : MAE: EULA - Scrolling down content will result in screenreader reading from the first line, cannot select paragraphs to be read out
3.3.2 Labels or Instructions (Level A)Partially Supports

The Android UI was tested for: 

  • Labels or instructions are provided when the product requires user input

        Exceptions:

  • 29504486 - 3.3.2 : MAE - Label issues in "Message" text box of "Send an SMS" page
  • 29504471 - 3.3.2 : MAE - Label issues seen in About page
  • 29505279 - 3.3.2 : MAE - Menu items multiple label issues
  • 29504686 - 3.3.2 : MAE - Remote support call - Label issues in short code field
  • 29504622 - 3.3.2 : MAE -collaboration call - Label issues in camera switch icon
3.3.3 Error Suggestion (Level AA)Supports

The Android UI was tested for: 

  • Where suggestions for fixing an input error are known, they are provided to the user
3.3.4 Error Prevention (Legal, Financial, Data)(Level AA)Supports

The product was tested for:

  • Submissions can be reversed by the user
  • Data is checked for input errors with an opportunity for the user to correct them
  • Data can be reviewed, corrected, and confirmed by the user before they are finalized
4.1.1 Parsing(Level A)Not Applicable

The Android UI was tested for: 

  • Markup languages aren't used to generate the user interface
4.1.2 Name, Role, Value (Level A)Supports The Android UI was tested for: 
  • User interface components have a programmatically associated name and role using the UIAccessibility Label property and appropriate Attributes
  • State information, properties, and values are programmatically exposed for user interface components using the appropriate part of the UIAccessibility API
4.1.3 Status Messages (Level AA)Supports

The Android UI was tested for:

  • Status messages have role or properties set so information is conveyed to assistive technology without the component receiving focus.

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2018 Section 508 Report

Chapter 3: Functional Performance Criteria (FPC)

Criteria
Conformance Level
Remarks and Explanations
302.1 Without VisionNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.2 With Limited VisionNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.3 Without Perception of ColorNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.4 Without HearingNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.5 With Limited HearingNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.6 Without SpeechNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.7 With Limited ManipulationNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.8 With Limited Reach and StrengthNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.9 With Limited Language, Cognitive, and Learning AbilitiesNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.

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Chapter 4: Hardware

These criteria are all Not Applicable because the product is not Hardware

Chapter 5: Software

Criteria
Conformance Level
Remarks and Explanations
501.1 Scope - Incorporation of WCAG 2.0 AASupportsSee the responses in the WCAG 2.0 section of this report.
 502 Interoperability with Assistive TechnologyHeading cell - no response requiredHeading cell - no response required
502.2.1 User Control of Accessibility FeaturesNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.2.2 No Disruption of Accessibility FeaturesSupports

The Android UI was tested for:

  • Does not disrupt platform accessibility features such as Sticky Keys, High Contrast and Large Fonts
 502.3 Accessibility ServicesHeading cell - no response requiredHeading cell - no response required
502.3.1 Object InformationNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.2 Modification of Object InformationNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.3 Row, Column, and HeadersNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.4 ValuesNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.5 Modification of ValuesNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.6 Label RelationshipsNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.7 Hierarchical RelationshipsNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.8 TextNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.9 Modification of TextNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.10 List of ActionsNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.11 Actions on ObjectsNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.12 Focus CursorNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.13 Modification of Focus CursorNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.14 Event NotificationNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.4 Platform Accessibility FeaturesNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
 503 ApplicationsHeading cell - no response requiredHeading cell - no response required
503.2 User PreferencesSupports

The Android UI was tested for: 

  • Responds to platform settings for color, contrast, font type, font size, and focus cursor.
503.3 Alternative User InterfacesNot ApplicableThe product does not have assistive technology features.
 503.4 User Controls for Captions and Audio DescriptionHeading cell - no response requiredHeading cell - no response required
503.4.1 Caption ControlsNot Supported

The Android UI was tested for: 

  • No caption controls are provided
Exceptions:
  • 29512315 - 503.4.1 DAE MCE MAE: No user control for selection of captions
503.4.2 Audio Description ControlsNot Applicable

The Android UI was tested for: 

  • No Pre-recorded Audio/Video content is being used
 504 Authoring ToolsHeading cell - no response requiredHeading cell - no response required
504.2 Content Creation or EditingNot ApplicableThe product is not an authoring tool.
504.2.1 Preservation of Information Provided for Accessibility in Format ConversionNot ApplicableThe product is not an authoring tool.
504.2.2 PDF ExportNot ApplicableThe product is not an authoring tool.
504.3 PromptsNot ApplicableThe product is not an authoring tool.
504.4 TemplatesNot ApplicableThe product is not an authoring tool.

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Chapter 6: Support Documentation and Services

Criteria
Conformance Level
Remarks and Explanations
 602 Support DocumentationHeading cell - no response requiredHeading cell - no response required
602.2 Accessibility and Compatibility FeaturesSupports

The product documentation referenced on the Oracle Live Experience Cloud VPAT describes the accessibility features of the operating system and browser tool shortcuts. See the Dependencies section.

Refer to the article "Live Experience Accessibility" from the More Info section: https://docs.oracle.com/cloud/live-experience-cloud/live-experience-more-info.htm

602.3 Scope - Incorporation of WCAG 2.0 AASupportsSee the responses in the WCAG 2.0 section of this report.
602.4 Alternate Formats for Non-Electronic Support DocumentationNot Applicable

Live Experience documentation is available in electronic format 

 603 Support ServicesHeading cell - no response requiredHeading cell - no response required
603.2 Information on Accessibility and Compatibility FeaturesSupports

For Oracle Standalone Live Experience Cloud Service or Oracle Live Experience for RightNow Cloud Service: 

Oracle Service Cloud Support can provide information about accessibility features of the product.

For Oracle Live Experience for Fusion Sales and Service Cloud Service: 

Oracle Global Customer Support can provide information about accessibility features of the product.

603.3 Accommodation of Communication NeedsSupports

For Oracle Standalone Live Experience Cloud Service or Oracle Live Experience for RightNow Cloud Service: 

Oracle customers have access to electronic support through http://cx.rightnow.com or by calling Oracle Service Cloud Technical Support at 1.800.806.6592.  Hearing-impaired customers in the U.S. who wish to speak to an Oracle Support Representative may use a telecommunications relay service (TRS).  Information about the TRS is available at http://www.fcc.gov/cgb/consumerfacts/trs.html, and a list of telephone numbers is available at https://www.fcc.gov/general/telecommunications-relay-services-directory.  International hearing-impaired customers should use the TRS at +1.605.224.1837.  An Oracle Support Engineer will respond to technical issues according to the standard service request process.

For Oracle Live Experience for Fusion Sales and Service Cloud Service: 

Oracle customers have access to electronic support through My Oracle Support or by calling Oracle Support at 1.800.223.1711. Hearing-impaired customers in the U.S. who wish to speak to an Oracle Support representative may use a telecommunications relay service (TRS). Information about the TRS is available at http://www.fcc.gov/cgb/consumerfacts/trs.html, and a list of telephone numbers is available at https://www.fcc.gov/general/telecommunications-relay-services-directory. International hearing-impaired customers should use the TRS at +1.605.224.1837. An Oracle Support engineer will respond to technical issues according to the standard service request process.

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Oracle Legal Disclaimer

The information above describes this product's ability to support the applicableStandards/Guidelines, subject to Oracle's interpretation of those standards(available at https://www.oracle.com/corporate/accessibility/policy.html#standards-tab) and the remarks in this document. For more information regarding the accessibility status of this product or other Oracle products, see http://www.oracle.com/corporate/accessibility or contact: accessible_ww@oracle.com.

This document is provided for information purposes only and the contents hereof are subject to change without notice. Oracle Corporation does not warrant that this document is error free, nor does it provide any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. Oracle Corporation specifically disclaims any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. Oracle further makes no representation concerning the ability of assistive technologies or other products to interoperate with Oracle products. This document addresses the named product(s) only and not prerequisite products for which Oracle supplies restricted use licenses.