They can't have a new policy if it limits accessibility covered under the ADA. I work for a large company and almost never have direct interaction with our customers. Yet I annually take a refresher course on how the ADA is applied here and my responsibilities. I've never personally gotten a call from someone using TTY, but I know I have to either accept one or find someone who knows how. I can't ever tell a customer "I can't help you" because I don't know the exact process.
EDIT: Since I don't generally interact with customers, there would be a lot that I personally couldn't help them with, to be honest. I'd probably have to direct the call to one of our call centers. But it wouldn't be simply because the caller wanted to use TTY.
