ITU-T E 120-1993 Instructions for Users of the International Telephone Service《国际电话业务用户的指导》.pdf

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1、INTERNATIONAL TELECOMMUNICATION UNION)45G134 % TELECOMMUNICATIONSTANDARDIZATION SECTOROF ITU4%,%0(/.%G0G0.%47/2+G0G0!.$G0G0)3$./0%2!4)/. G0G0.5-“%2). G0G02/54).!.$G0G0-/“),%G0G03%26)#%).3425#4)/.3G0G0 one aim should be to reduce to the greatest extent customer references to theoperator assistance se

2、rvice.2.5 Specialized instruction can with advantage be given through the medium of inclusion in school curriculums,radio broadcast and television transmissions, other printed media and special public presentations for the purpose ofimproving customer performance.3 Public telephone directories3.1 Pu

3、blic telephone directories are published regularly by Administrations as the most common means ofinforming customers of service numbers which are generally available for public use, instructions on use of the service,and easy to find current customer telephone number listings. It is recognized that

4、the layout of directories is governedby considerations which may vary from country to country; however, it is desirable that such lists of subscribers shouldbe capable of ready consultation by the Administrations and/or subscribers of other countries. To this end, similarity insequence and presentat

5、ion of directory information should be regarded as a desirable international objective to beachieved within the constraints of language differences.3.2 Such information can be conveyed by words, pictograms and internationally standardized symbols, the basicneed being to impart clear information to t

6、he caller (see Recommendation E.121). It would be very useful, in order toencourage the use of the international telephone service, if directories (especially those supplied to otherAdministrations and/or to subscribers of other countries) were composed in roman characters, particularly thoserelatin

7、g to the names and addresses of subscribers.3.3 Public telephone directories may cover a single numbering plan area, or several numbering plan areas on anexchange or geographical basis or portions thereof based on a community of interest and are issued free of charge tosubscribers in these areas.3.4

8、 They may be published as a single volume or as groups of volumes, keeping in mind the need for brevity andsimplicity, regular editing and up-to-date publication, consistency between volumes, for maximum readability and easeof use by the customer. Each volume of the lists of subscribers could useful

9、ly contain a recapitulatory list of thesubdivisions mentioned in the volume, or an equivalent chart.3.5 Language difference on the part of residents and foreign visitors is an important factor to be considered in thepublication of public telephone directories. Multilingual information, when included

10、, should be well presented so thatthose who have partial knowledge of, or no language of the country are not deterred from using the service.3.6 To avoid difficulties in the interpretation of instructions due to language differences, the harmonization of theGeneral Information pages in the telephone

11、 directory must be continued. In these pages, instructions are clearly andconcisely given by means of recommended symbols and pictograms and by graphical representation of the operationalprocedures of the telephone service (see Recommendation E.126).3.7 Moreover, with a view to reducing the difficul

12、ties experienced by foreign visitors in consulting the first pagesof the telephone directory, some of these pages should contain a summary of the essential information in differentforeign languages with references to the full text of the instructions given in the “General Information pages“ in thena

13、tional language (see Recommendation E.127).3.8 Public telephone directories should be subdivided into at least two basic parts easily recognizable, for exampleby means of different coloured pages (for example, pink for instructional pages and white for customer telephonenumber listings). Page edge-m

14、arking or intercover publicity are other alternatives.3.8.1 Call guide instructions for users should consist, for example, of the following, in order of priority: index;Fascicle II.2 - Rec. E.120 3 emergency call numbers (police, fire, ambulance, language service, etc.); service department codes and

15、 operator assistance numbers; how to dial; local dialling instructions with lists of exchange or geographic place names, codes, maps of area coverageand applicable charges if any; national long-distance dialling instructions, with lists of place names, long-distance prefixes, area codes,maps and det

16、ails of call charges; international long-distance dialling instructions, with international prefixes, country codes, area codes anddetails of call charges, etc.; how to use the directory; general information which the Administration may feel useful or important to the user; examples drawn from Recom

17、mendation E.123 to illustrate the standard national and international notationfor telephone numbers, to facilitate understanding of the composition of international numbers; numbers of the administrative services of Administrations, their addresses and enquiry points; list of codes and telephone num

18、bers of the telephone services which are available, together withrecommended symbols to assist foreign visitors.3.8.2 Customers listings Alphabetical lists in black print on white pages of subscribers (surname, given names or initials and postaladdress) either by numbering plan, exchange or geograph

19、ical area (or combinations thereof) with anappropriate identification in heavier type at the beginning of the list and at the top of each page and/orcolumn. Listings belonging to another directory area including those of other countries should be easilydistinguishable, and show the appropriate infor

20、mation in order that a call can be completed. Alphabetical lists may be split where desired, into residence and business listings.3.8.3 The instructional pages should precede the customer listings.3.8.4 Where there is a need for more than one language in a country, colours or other means of differen

21、tiation may beused as appropriate in the instructional pages.3.9 The same directory may contain sections other than the alphabetical list of subscribers, but these sections mayequally be published as a separate volume or volumes, for example:3.9.1 Classified listings (Yellow pages) a classified busi

22、ness trade and professional section in alphabetical order, followed by names in alphabeticalorder under the respective headings, together with address and telephone number.3.9.2 Services promotion (Green pages) a section or filler pages to allow the Administration to illustrate services it wishes to

23、 sell, or makesavailable free of charge, and provide instructions for specialized instruments which may be connected tothe network, in addition to other information (e.g. postal or telegraph information, PBXs, telex or dataservices). Photographs, recommended pictograms and symbols could be used, par

24、ticularly to help foreignvisitors to take advantage of the services.3.9.3 Optional classified listings and service promotion sections should follow the instructional pages and customerlistings so as not to negate the basic nature of the latter, from the users point of view.4 Fascicle II.2 - Rec. E.1

25、203.10 It is desirable that the effectiveness of the existing public telephone directories should be tested periodically inorder to improve customer performance in the use of the network.3.11 The front cover or the first pages of each book of a directory, or each section of a directory, should prefe

26、rablybe used to emphasize important information such as emergency numbers although these may be also listed elsewhere.3.12 Other information deemed important by Administrations, for example national laws or regulations, billinginformation, etc. might be placed on the back pages or spare pages due to

27、 the binding process. These pages might alsobe used for personal notation of telephone numbers to increase the value of the directory from the users point of view.3.13 Administrations may wish to consider the use of staff dedicated to the improvement of directory listings,resolution of particular li

28、sting problems and which can ensure a source of additional revenue (e.g. additional listings).3.14 Recommendation E.114 outlines the conditions for supplying lists of subscribes (by directories and othermeans) to other Administrations.4 Public telephone booths4.1 Public telephone booths should prefe

29、rably be identified externally with the applicable internationally approvedsymbols, particularly at locations frequented by tourists.4.2 In addition, they should be equipped with public telephone directories relative to the areas in which they arelocated and associated calling instruction booklets a

30、s appropriate.4.3 Public telephone booths should, as necessary, prominently display notices listing exchanges which can bereached without dialling the full national number. Lists of dialling codes, particularly those most frequently usedshould also be dispayed to reduce enquiries to operators to the

31、 minimum.4.4 Public telephone booths should display relevant pictograms and symbols to instruct customers on how to placenational and international calls, to obtain assistance from operators, or to place calls to emergency numbers (fire,police, etc.). (See Recommendation E.121.)4.5 Administrations s

32、hould preferably display instructional information in more than one language and give carefulconsideration to the use of several languages for maximum assistance, particularly in call offices and transportterminals where foreign visitors can be expected and so help reduce costly operating assistance

33、 services.Harmonization of the human factor aspects of payphones may be an efficient means not only of ensuring the correctuse of payphones in the international telephone service but also of obviating the need for different instructions toforeign visitors, which may become virtually superfluous in t

34、he future.4.6 Similarly, instructional information regarding other services provided by the Administration may be posted.5 Instructional information for specific purposes5.1 Considering the scope, size and normal availability of public telephone directories, the ease and need of travelby users, the

35、increasing use and reliability of telecommunications and the lack of knowledge on the part of foreignvisitors, then personalized instructional information should be made available.5.2 This generally takes the form of personal pocket information issued to new customers, either residence orbusiness, h

36、eavy users, or generally available upon request. Such information includes: dialling instruction booklets, dialling code booklets, operating procedure booklets, personal telephone directories, other telephone guide books, pamphlets or cards.Fascicle II.2 - Rec. E.120 55.3 Administrations should cons

37、ider making appropriate information available to foreign visitors and to theircustomers who plan to visit other countries or who otherwise have a need. This might be arranged and exchanged on abilateral basis for mutual benefit.5.4 Careful attention should be directed to publishing instructions in m

38、ore than one language to ensure as wide ause as possible. The use of appropriate pictograms and symbols of the recommended design would assist the customerin unfamiliar situations (see Recommendation E.121).5.5 Dialling instruction booklets are published to facilitate the placing of national calls a

39、nd international calls.Ideally, instructions for both should be in the same booklet and should be essentially the same as provided in publictelephone directories.Since the characteristics of payphones at present differ from one country to another, detailed instructions should beprovided for identify

40、ing payphones, for making national and international calls correctly from them and for correctlypaying for the calls.5.6 Dialling code booklets should similarly list the appropriate codes for national and international calls, in separatesections of the same booklet.5.7 Operating procedure booklets m

41、ay be essentially the same as dialling code booklets but include appropriatecontrol procedures for special services which the customer may want to use, preferably of an internationallystandardized nature.5.8 Special cards or specialized leaflets may also be made available to illustrate, for example:

42、 dialling codes or instructions for foreign visitors on how to make national and internationl calls; tones which may be encountered in dialling national or international calls, illustrated by pictograms orinternationally standardized symbols; use of particular services that are available or whose pr

43、oper use should be encouraged; practical or helpful hints to foreign visitors regarding any aspect of the service; guidance to travellers telephoning home from abroad (see Supplement No. 6 at the end of this fascicle).5.9 The above-mentioned leaflets and Supplement No. 6 should so far as possible be

44、 combined, provided that thisarrangement is convenient for users (see Recommendation E.128).5.10 Personal telephone directories can be particularly useful to users for their notation of particular or frequentlycalled numbers. Administrations could consider the inclusion of a mminimal amount of key i

45、nstructional information.5.11 Administrations are encouraged to establish and maintain close liaison with other countries tourist boards toensure that current information about its services is available to prospective visitors in suitably translated form.6 Instructions by operators or recorded annou

46、ncements6.1 Correct dialling instructions can be given to customers as required in the process of placing a call, by specialintercept operators or recorded announcements dedicated to that type of instruction.6.2 This may be given in more than one language, or the customer directed to an appropriate

47、language operator forassistance. Inferred is special training on the part of the operators.6.3 Recorded announcement machines may be employed on a public basis, where feasible, to which users could beencouraged to call for instructional information (e.g. demonstration of foreign tones or announcemen

48、ts, etc.).6.4 To aid in a clearer understanding of the worlds telephone system, a verbal announcement used within thevarious networks should preferably be interleaved with the special information tone (SIT).Note This tone is internationally standardized and designed to invite a calling subscriber to

49、 get in touch with anoperator in his country when he cannot understand a message aurally received.6 Fascicle II.2 - Rec. E.1206.5 It is paramount that if recorded announcements are used, the words should be chosen with extreme care toavoid customer confusion.7 Specialized instructions7.1 Administrations may choose to employ specialized instructions in a formal manner through other media forexample: educational programmes in elementary or more advanced school curriculums, educational programmes and aids for teachers, radio broadcasts or television transmis