CAN CSA-ISO IEC 13714-1996 Information Technology - Document Processing and Related Communication - User Interface to Telephone-Based Services - Voice Messaging Applications.pdf

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1、I N T E R N AT IO N A L S TA N D A R D ISO/IEC 13714 F i rs t edit ion 1995-02-01 Information technology - Document processing and related communication - User interface to telephone-based services - Voice messaging applications Technologies de /information - Traitement de documents et communication

2、 connexe - lnterface de Iutilisateur e? des services a base de telephone -Applications de messagerie vocale National Standard of Canada CA N/CSA -ISO/IE C- 1371 4-96 International Standard ISO/IEC 13714:1995 has been adopted, without modification, as CAN/CSA-ISO/IEC-13714-96, which has been approved

3、 as a National Standard of Canada by the Standards Council of Canada. December 1996 ISSN 031 7-5669 Reference number ISO/EC 1371 4:1995(E) ISO/IEC 13714:1995(E) Contents 1 Scope 2 Conformance 3 Normative references 4 Definitions 5 Standard elements of usedsystem dialogue 5.1 Voice input 5.2 DTMF inp

4、ut 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 application a Voice bulletin boards 9 Voice message delivery Annex A (informative) Dialogue design guidelines Annex B (informative) Use of this

5、standard for services other than voice messaging Page 1 4 5 6 9 9 10 11 13 14 15 17 19 24 35 44 49 60 0 ISO/IEC 1995 All righls reserved Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any Teans, electronic or mechanical, including photocopying

6、 and microfilm, without permission in writing from tbe publisher ISOilEC Copyright Office Case Postale 56 CH-1211 Geneve 20 Switzerland o ISO/IEC List of figures ISO/IEC 137 14: 1995( E) Figure 1 - Taxonomy of telephone-based services Figure 2 - The usedsystem model of this International Standard Fi

7、gure 4 - Sample call flow for call answering Figure 5 - Key allocations before the record tone during call answering 2 3 16 19 21 Figure 6 - Key allocations after the record tone during call answering 23 Figure 7 - Typical flow for mailbox access 25 Figure 8 - Main menu key allocations 26 Figure 9 -

8、 A typical flow for listening to messages 28 Figure 10 - Listen menu key allocations 30 Figure 11 - Send menu key allocations 32 33 Figure 13 - Typical flow for access to bulletin boards 36 Figure 14 - Bulletin board main menu key allocations 38 39 Figure 16 - Bulletin board listen menu key allocati

9、ons 41 Figure 17 - Key allocations after the record tone during bulletin board message recording 42 43 45 47 48 Figure 3 - Control menu key allocations Figure 12 - Key allocations after the record tone during message recording Figure 15 - Typical flow for listening to voice bulletin board messages F

10、igure 18 - Key allocations after leaving a recorded message in a bulletin board Figure 19 - Key allocation for post-recording menu commands Figure 20 - Key allocations after the record tone during message recording Figure 21 - Key allocations for playback menu commands List of tables Table 1 - Resul

11、ts of user input at the control menu Table 2 - Results of user input before the record tone during call answering Table 3 - Results of user input after the record tone during call answering Table 4 - Results of user input at the main menu Table 5 - Results of user input at the listen menu Table 6 -

12、Results of user input at the send menu Table 7 - Results of user input after the record tone during message recording Table 8 - Functions accessible from the bulletin board main menu Table 9 - Results of user input at the bulletin board listen menu Table 10 - Results of user input after the record t

13、one during bulletin board recording Table 1 I - Results of user input after leaving a recorded message in a bulletin board Table 12 - Results of user input at the post-recording menu Table 13 - Results of user input after the record tone during message recording Table 14 - Results of user input at t

14、he playback menu Table A.l - Different terms used for the # key Table A.2 - Different terms used for the * key Table A.3 - Suggested time-out durations for different contexts Table 6.1 - Standard listerdplayback functions 16 21 22 26 29 32 33 37 40 42 43 45 46 48 50 50 56 60 . Ill ISO/IEC 13714:1995

15、(E) o ISO/IEC Foreword IS0 (the International Organization for Standardization) and IEC (the Inter- national Electrotechnical Commission) form the specialized system for worldwide standardization. National bodies that are members of IS0 or IEC participate in the development of International Standard

16、s through technical committees established by the respective organization to deal with particular fields of technical activity. IS0 and IEC technical corn- mittees collaborate in fields of mutual interest. Other international organ- izations, governmental and non-governmental, in liaison with IS0 an

17、d I EC, also take part in the work. In the field of information technology, IS0 and IEC have established a joint technical committee, ISO/IEC JTC 1. Draft International Standards adopted by the joint technical committee are circulated to national bodies for vot- ing. Publication as an International

18、Standard requires approval by at least 75 % of the national bodies casting a vote. International Standard ISOA EC I371 4 was prepared by Joint Technical Committee ISOIIEC JTC 1, Information technology, Subcommittee SC 18, Document processing and related communication. Annexes A and B of this Interna

19、tional Standard are for information only. iv o ISO/IEC ISO/IEC 1371 4:1995(E) Introduction Voice messaging systems allow telephone users to leave recorded messages for people who are unable to answer their telephone, either because they are absent or busy, or because they are currently engaged on an

20、other telephone call. This is commonly referred to as call answering. Voice messaging systems can also allow users to send voice messages directly, without accessing call answering. Voice messaging systems are increasingly available and accessed from homes and offices, as well as from public and mob

21、ile telephones. With callers leaving messages on many different systems and subscribers increasingly likely to have mailboxes on more than one system, there is a need for users to have a common interface for the basic features of voice messaging systems. Experience has shown that consistent and pred

22、ictable human interfaces benefit users. Benefits can include faster learning, greater productivity, and greater satisfaction. Consistent human interfaces can also benefit an industry by promoting greater acceptance for products and services. The DTMF interface provides a highly restricted user inter

23、face, as there are only 12 different keys available for input, and output is via an audio channel, whose performance is constrained by speed and users limited short-term memory capabilities. For these reasons, users are particularly likely to benefit from common user interface features both within a

24、nd across different voice messaging systems they encounter, as they can learn a common set of input and output protocols, which will rnaximise the efficiency and usability of these interfaces. This International Standard includes only some of the features in DTMF-controlled systems used for voice me

25、ssaging (see clauses 5, 6, 7, 8, and 9, following) but, as described later in this International Standard (see clause 1 and Figure 1) there exist large areas of commonality with important functions in other telephone-based (i.e., interactive voice response) systems and services. Many of the user int

26、erface features specified in this International Standard will be usable for and implemented in other interactive voice response applications. Annex B of this standard summarises the subset of the telephone user interface features described in the body of this standard that are generally applicable i

27、n DTMF-controlled telephone-based interfaces beyond voice messaging. V ._ INTERNATIONAL STANDARD 0 ISO/IEC ISO/IEC 137 14: 1995( E) Information technology - Document processing and related communication - User interface to telephone- based services - Voice messaging applications 1 Scope This Interna

28、tional Standard will provide users of voice messaging systems with a consistent mode of interaction in a way that is independent of the underlying system implementations. The interface is based on a set of design guidelines annexed to this International Standard. The interface supports the ability o

29、f all users described in the user-system model (see Figure 2) to access the features of voice messaging systems. In a call answering application, the interface allows callers to leave messages from all types of telephones. It also allows callers to access additional features through the use of DTMF

30、devices. In the voice mail application, through the use of DTMF devices, the interface allows subscribers to send and receive voice messages, and to manage stored data, and allows non-subscribers to leave voice messages for subscribers. This International Standard addresses the following six functio

31、nal areas: a caller leaving a voice message, when the call is answered by a voice messaging system call answering facility; a caller leaving 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 v

32、oice messages received; a subscriber creating and sending voice messages through the voice mail application; the sending and receiving of messages via voice message delivery applications; and the use of voice bulletin boards. 9 Within these functional areas, only certain features are defined in this

33、 International Standard. However, standard-conforming systems are not limited to these functions and features, and this International Standard does not preclude alternative methods of invoking features specified in this International Standard, providing that these alternatives do not conflict with t

34、he standard interface specified for other features covered in this International Standard. In this International Standard, the direct messaging functional area is covered in the clause specifying the call answering application. In addition, this International Standard specifies two requirements to b

35、e satisfied in all voice messaging contexts, not just the application contexts specified earlier in this clause: the use of # as a delimiter (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

36、user/system interface for administrators, who have responsibility for the management and maintenance of the voice messaging system. This 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 me

37、ssage. Notification is, at present, typically achieved by a message waiting light, a distinctive dial-tone, or a pager device. 1 ISO/I EC 137 14: 1995 (E) o ISO/IEC Access Messaging This International Standard does not specify a non-DTMF user interface for Integrated Services Digital Network (ISDN)

38、terminal access to voice messaging applications; however, if a users ISDN terminal or switching equipment has the capability for full simulation of DTMF tones after call connection, the user interface specified in this International Standard will operate a conforming voice messaging system. Database

39、 Info Retrieval Transaction i Figure 1 shows a taxonomy of telephone-based services, with shaded boxes indicating the services within the scope of this International Standard: I TelephoneBased Services Bank by phone Benefits Reservations Service registrahns Stock trading Transcription services Troub

40、le reporting Account status Benefits Case status Crossword puzzle clues Financial information Health Movie info Museum info News Person locator sports Stock quotes Train schedules Weather Facsimile Paging Text Telephone device for tJw deaf (TDD) I Notes: The scope of this standard is shown by the sh

41、aded areas. Database Info Retrieval: Read-only access to staredpresented information. Transaction: Readhvrite access to a database or a service. I I Figure 1- Taxonomy of telephone-based services 2 o ISO/IEC IS O/ I EC 1 37 I 4: 1 995 (E) Figure 2 shows a usedsystern model of the scope of this Inter

42、national Standard: NETWORK Non-Subscriber Non-Subscriber VM A: Voice Messaging Center A VM B: Voice Messaging Center B Figure 2 - The user/system model of this lnternationaf Standard 3 ISO/IEC 13714:1995(E) o ISO/IEC 2 Conformance The user interface to a conforming voice messaging system shall confo

43、rm to clause 5. Additionally, the user interface to a conforming call answering application shall conform to clause 6; the user interface to a conforming voice mail application shall conform to clause 7; the user interface to a conforming voice bulletin board application shall conform to clause 8; a

44、nd 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 provide one or more additional, alternative user interfaces

45、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 system when supplied. A voice messaging system in which the

46、 call answering application conforms to clauses 5 i3 6, but in which the other voice messaging applications covered by the scope of this International Standard do not conform may be described as having a conforming call answering application. Throughout clauses 5, 6, 7, 8, and 9, the following conve

47、ntions are used to indicate levels of conformance required of compliant systems: Mandatory/resewed: Conforming systems shall have this function/feature and the function/feature shall be accessible in (at least) the way specified. Optional/resewed: Conforming systems may or may not have this function

48、/feature. If the function/feature is offered, it shall be accessible in (at least) the way specified. If the function/feature is not offered the access mechanism specified shall not be used to access any other function/feature. OptionaVnot reserved: Conforming systems may or may not have this functi

49、on/feature. If the functiodfeature is offered in the system state and menu level concerned, it shall be accessible in (at least) the way specified at the menu concerned. If the functiodfeature is not offered, the access mechanism may be used to access another function/feature. Note: In describing the effect of key-presses in a conforming interface, this International Standard uses a simple declarative mode (e.g. “the play command causes playback.“). The normative content of the standard is carried by the specification of “mandatory/reserved“, “optional/reserved“ and IoptionaVnot reserved