1、 INCITS/ISO/IEC 13714-1995 (R2000)(formerly ANSI/ISO/IEC 13714-1995 (R2000)for Information Technology Document Processing andRelated Communication User Interface toTelephone-Based Services Voice Messaging ApplicationsANSI/ISO/IEC 13714-l 995 American National Standard for Information Technology - Do
2、cument Processing and Related Communication - User Interface to Telephone-Based Services - Voice Messaging Applications Secretariat Information Technology Industry Council Approved November 15, 1995 American National Standards Institute, Inc. AmericanNationalStandardApproval of an American National
3、Standard requires review by ANSI that therequirements for due process, consensus, and other criteria for approval havebeen met by the standards developer.Consensus is established when, in the judgment of the ANSI Board of StandardsReview, substantial agreement has been reached by directly and materi
4、allyaffected interests. Substantial agreement means much more than a simplemajority, but not necessarily unanimity. Consensus requires that all views andobjections be considered, and that a concerted effort be made toward theirresolution.The use of American National Standards is completely voluntary
5、; their existencedoes not in any respect preclude anyone, whether he has approved the standardsor not, from manufacturing, marketing, purchasing, or using products, processes,or procedures not conforming to the standards.The American National Standards Institute does not develop standards and will i
6、nno circumstances give an interpretation of any American National Standard.Moreover, no person shall have the right or authority to issue an interpretation ofan American National Standard in the name of the American National StandardsInstitute. Requests for interpretations should be addressed to the
7、 secretariat orsponsor whose name appears on the title page of this standard.CAUTION NOTICE: This American National Standard may be revised orwithdrawn at any time. The procedures of the American National StandardsInstitute require that action be taken periodically to reaffirm, revise, or withdrawth
8、is standard. Purchasers of American National Standards may receive currentinformation on all standards by calling or writing the American National StandardsInstitute.Published byAmerican National Standards Institute11 West 42nd Street, New York, New York 10036Copyright 1996 by Information Technology
9、 Industry Council (ITI)All rights reserved.These materials are subject to copyright claims of International Standardization Organization (ISO),International Electrotechnical Commission (IEC), American National Standards Institute (ANSI), andInformation Technology Industry Council (ITI). Not for resa
10、le. No part of this publication may bereproduced in any form, including an electronic retrieval system, without the prior written permission of ITI.All requests pertaining to this standard should be submitted to ITI, 1250 Eye Street NW, Washington, DC20005.Printed in the United States of AmericaCont
11、ents Page I Scope 2 Conformance 3 Normative references 4 Definitions 5 Standard elements of user/system dialogue 5.1 Voice input 5.2 DTMF input 5.3 System output 5.4 Time-outs 5.5 System response times 5.6 Basic use of the # and * keys 5.7 Language of system prompts 6 Call answering 7 Voice mail app
12、lication 8 Voice bulletin boards 9 Voice message delivery Annex A (infonative) Dialogue design guidelines Annex B (informative) Use of this standard for services other than voice messaging 1 4 5 6 9 9 10 11 13 14 15 17 19 24 35 44 49 60 List of figures Figure l- Taxonomy of telephone-based services
13、2 Figure 2 - The user/system model of this International Standard 3 Figure 3 - Control menu key allocations 16 Figure 4 - Sample call flow for call answering 19 Figure 5 - Key allocations before the record tone during call answering 21 Figure 6 - Key allocations after the record tone during call ans
14、wering 23 Figure 7 - Typical flow for mailbox access 25 Figure 8 - Main menu key allocations 26 Figure 9 - A typical flow for listening to messages 28 Figure 10 - Listen menu key allocations 30 Figure 11 - Send menu key allocations 32 Figure 12 - Key allocations after the record tone during message
15、recording 33 Figure 13 - Typical flow for access to bulletin boards 36 Figure 14 - Bulletin board main menu key allocations 38 Figure 15 - Typical flow for listening to voice bulletin board messages 39 Figure 16 - Bulletin board listen menu key allocations 41 Figure 17 - Key allocations after the re
16、cord tone during bulletin board message recording 42 Figure 18 - Key allocations after leaving a recorded message in a bulletin board 43 Figure 19 - Key allocation for post-recording menu commands 45 Figure 20 - Key allocations after the record tone during message recording 47 Figure 21 - Key alloca
17、tions for playback menu commands 48 List of tables Table 1 - Results of user input at the control menu 16 Table 2 - Results of user input before the record tone during call answering 21 Table 3 - Results of user input after the record tone during call answering 22 Table 4 - Results of user input at
18、the main menu 26 Table 5 - Results of user input at the listen menu 29 Table 6 - Results of user input at the send menu 32 Table 7 - Results of user input after the record tone during message recording 33 Table 8 - Functions accessible from the bulletin board main menu 37 Table 9 - Results of user i
19、nput at the bulletin board listen menu 40 Table 10 - Results of user input after the record tone during bulletin board recording 42 Table 11 - Results of user input after leaving a recorded message in a bulletin board 43 Table 12 - Results of user input at the post-recording menu 45 Table 13 - Resul
20、ts of user input after the record tone during message recording 46 Table 14 - Results of user input at the playback menu 48 Table A.1 - Different terms used for the # key 50 Table A.2 - Different terms used for the l key 50 Table A.3 - Suggested time-out durations for different contexts 56 Table 8.1
21、 - Standard listen/playback functions 60 Foreword (This foreword is not part of American National Standard ANSI/ISO/IEC 13714-1995. This document is identical to ISO/IEC 13714: 1995 and the following four paragraphs are the original fore- word as it appeared in that document.) IS0 (the International
22、 Organization for Standardization) and IEC (the International Electrotechnical Commission) form the specialized system for worldwide standardization. National bodies that are members of IS0 or IEC participate in the development of International Standards through technical committees established by t
23、he respective organization to deal with particular fields of technical activity. IS0 and IEC technical commit- tees collaborate in fields of mutual interest. Other international organiza- tions, governmental and non-governmental, in liaison with IS0 and IEC, also take part in the work. In the field
24、of information technology, IS0 and IEC have established a joint technical committee, ISO/IEC JTC 1. Draft International Standards adopt- ed by the joint technical committee are circulated to national bodies for voting. Publication as an International Standard requires approval by at least 75% of the
25、 national bodies casting a vote. International Standard ISO/IEC 13714 was prepared by Joint Technical Committee ISO/IEC JTC 1, information technology, Subcommittee SC 18, Document processing and related communication. Annexes A and B of this standard are for information only. Requests for interpreta
26、tion, suggestions for improvement or addenda, or defect reports are welcome. They should be sent to the X3 Secretariat, Information Technology Industry Council, 1250 Eye Street, NW, Suite 200, Washington, DC 20005. This standard was processed and approved for submittal to ANSI by Accredited Standard
27、s Committee on Information Technology, X3. Committee approval of the standard does not necessarily imply that all committee members voted for its approval. At the time it approved this standard, the X3 Committee had the following members: James D. Converse, Chair Donald C. Loughry, Vice-Chair Joanne
28、 Flanagan, Secretary Organization Represented Name of Representative American Nuclear Society . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Geraldine C. Main Sally Hartzell (Alt.) AMP, Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
29、. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Edward Kelly Charles Brill (Alt.) Apple Computer, Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . David K. Michael AT . a caller leaving
30、a voice message, when a message is sent to a subscriber by a subscriber or non- subscriber through direct messaging; . a subscriber listening to and processing voice messages received; . a subscriber creating and sending voice messages through the voice mail application; l the sending and receiving
31、of messages via voice message delivery applications; and l the use of voice bulletin boards. Within these functional areas, only certain features are defined in this International Standard. However, standard-conforming systems are not limited to these functions and features, and this International S
32、tandard does not preclude alternative methods of invoking features specified in this International Standard, providing that these alternatives do not conflict with the standard interface specified for other features covered in this International Standard. In this International Standard, the direct m
33、essaging functional area is covered in the clause specifying the call answering application. In addition, this International Standard specifies two requirements to be satisfied in all voice messaging contexts, not just the application contexts specified earlier in this clause: the use of # as a deli
34、miter (see 5.6.1), and the access to and presence of the control menu (see 5.6.2) and its associated functionality. This International Standard does not address the user/system interface for administrators, who have responsibility for the management and maintenance of the voice messaging system. Thi
35、s International Standard also does not address the proactive method, if any, employed by a voice messaging system to notify a user that a voice mailbox contains a message. Notification is, at present, typically achieved by a message waiting light, a distinctive dial-tone, or a pager device. 1 _._ _-
36、_- _-. ISO/IEC 13714:1995(E) o ISO/IEC This International Standard does not specify a non-DTMF user interface for Integrated Services Digital Network (ISDN) terminal access to voice messaging applications; however, if a users ISDN terminal or switching equipment has the capability for full simulatio
37、n of DTMF tones after call connection, the user interface specified in this International Standard will operate a conforming voice messaging system. Figure 1 shows a taxonomy of telephone-based services, with shaded boxes indicating the services within the scope of this International Standard: I Acc
38、ess I Automatic alternate billng system (AABS) Automated attendant cumecllalservic8s custom call services (ccs) Custcmbcalarea signasng services m=d Directolyas.sktanceti call czareh Telecont I Messaging 1 Transaction 1 Bank ty phone BeneCrs I Reservalons service lagi.slralicrls Stock trading Other
39、Transcription services Messaging Tmuble repoitirq Facsimile Pam3 Teal TelephDne device for tJ-deaf(Tw) Notes: Thescupeoflhisstarv.iardisshownbylheshadedareas Database MO Retrieval: Read-only access to s.torerJpresented information Transaction: Readhvrile access lo a database or a service. I Database
40、 Info Retrieval I Account sta!us senelits case stalus Cmswotdpuzle chl8s Financial idomdon HeaRtI Mwii into Museum info Ncms Person locator SpOftS Stock quotes Train schedules W% the user interface to a conforming voice mail application shall conform to clause 7; the user interface to a conforming v
41、oice bulletin board application shall conform to clause 8; and the user interface to a conforming voice message delivery application shall conform to clause 9. The only requirement for conformance with respect to callers using non-DTMF telephones is as specified in 6.1. A conforming system may also
42、provide one or more additional, alternative user interfaces which are inconsistent with any or all of clauses 5,7,8, and 9, but only to logged-in subscribers who have chosen that alternative interface. The interface specified in this International Standard shall be the default configuration of the s
43、ystem when supplied. A voice messaging system in which the call answering application conforms to clauses 5 - .i i ._L_I._ -I .-_- -Li T .-,- _ I- _-.- _Y-YI-I-I-_L- . ISO/IEC 13714:1995(E) Q ISO/IEC 4.32 optional feature/function: A conforming system is not required to have this feature/function. 4
44、.33 press: The verb used to describe the user action that generates DTMF tones. 4.34 prompt: Auditory system output providing instructions or guidance to the users. Prompts consist of recorded or synthesised voice and/or tones. 4.36 record tone: A tone output by a voice messaging sysfem when it expe
45、cts a user to record voice input. A record tone is a type of prompt. 4.36 reserved key: In the given context, available for use only for the purpose specified in this International Standard. 4.37 security code: Data that authorises access to a specific voice mailbox or user function. May aIS0 be kno
46、wn as password, passcode, personal identification number, etc. 4.38 subscriber: A voice messaging system user who usually has the capability to originate and receive voice messages and to manage the stored voice data. 4.39 system: A voice messaging System. Note: In this International Standard, the w
47、ord “system” used alone refers to a voice messaging system. 4.40 time-out: (1) An interval of no user input that causes the system to change state. (2) The state change resulting from such an interval. For example, a time-out during numeric input may be interpreted as end-of-string and cause the sys
48、tem to change from numeric input state to command state or some appropriate action state. 4.41 user-configurable: Of an option, able to be set by an individual user, or by an administrator on his/her behalf. 4.42 user identification (user ID): Data that identify a subscriber to a voice messaging sys
49、tem. 4.43 voice input: Auditory input by a user. 4.44 voice mailbox: A descriptive term for those functions of a voice messaging system that receive and store voice messages for a subscriber, or for the logical storage itself. 4.45 voice message: A message. 4.46 voice messaging system: An automated system for the recording, storage, and retrieval of voice messages. 4.47 #: The DTMF key or button located at the lower right-hand corner of the standard 12-key pad on a DTMF telephone. Common names for this symbol are listed in annex A.2.2. Acceptable graphic represe
