BS ISO IEC 13714-1995 Information technology - Document processing and related communication - User interface to telephone-based services - Voice messaging applications《信息技术 文件处理和相.pdf

1、BRITISH STANDARD BS ISO/IEC 13714:1995 Implementation of ISO/IEC 13714:1995 Information technology Document processing and related communication User interface to telephone-based services Voice messaging applicationsBSISO/IEC13714:1995 This British Standard, having been prepared under the directiono

2、f the Information Systems Technology Assembly, was published under the authorityof the Standards Boardand comes intoeffecton 15July1995 BSI 09-1999 The following BSI references relate to the work on this standard: Committee reference IST/18 Draft for comment 93/654900 DC ISBN 0 580 24339 7 Committee

3、s responsible for this British Standard The preparation of this British Standard was entrusted by the Information Systems Technology Assembly to Technical Committee IST/18, Document processing and related communication, upon which the following bodies were represented: British Computer Society Briti

4、sh Telecommunications plc Digital Equipment Co. Ltd. HM Treasury (Central Computer and Telecommunications Agency) IBM United Kingdom Ltd. International Computers Limited Joint Information Systems Committee of the Higher Education Funding Council Kodak Limited Level 7 Ltd. National Computing Centre L

5、td. National Health Services Rank Xerox Ltd. SEMA Group Systems Ltd. Amendments issued since publication Amd. No. Date CommentsBSISO/IEC13714:1995 BSI 09-1999 i Contents Page Committees responsible Inside front cover National foreword ii Foreword iv Text of ISO/IEC 13714 1BSISO/IEC13714:1995 ii BSI

6、09-1999 National foreword This British Standard reproduces verbatim ISO/IEC13714:1995 and implements it as the UK national standard. This British Standard is published under the direction of the Information Systems Technology Assembly, whose Technical Committee IST/18 has the responsibility to: aid

7、enquirers to understand the text; present to the responsible international committee any enquiries on interpretation, or proposals for change, and keep UK interests informed; monitor related international and European developments and promulgate them in the UK. NOTEInternational and European Standar

8、ds, as well as overseas standards, are available from Customer Services, BSI, 389 Chiswick High Road, London W44AL. A British Standard does not purport to include all the necessary provisions of a contract. Users of British Standards are responsible for their correct application. Compliance with a B

9、ritish Standard does not of itself confer immunity from legal obligations. Summary of pages This document comprises a front cover, an inside front cover, pages i and ii, the ISO/IEC title page, pages ii to iv, pages 1 to 40 and a back cover. This standard has been updated (see copyright date) and ma

10、y have had amendments incorporated. This will be indicated in the amendment table on the inside front cover.ISO/IEC13714:1995(E) ii BSI 09-1999 Contents Page Foreword iv Introduction 1 1 Scope 1 2 Conformance 3 3 Normative references 4 4 Definitions 4 5 Standard elements of user/system dialogue 8 5.

11、1 Voice input 8 5.2 DTMF input 9 5.3 System output 9 5.4 Time-outs 11 5.5 System response times 12 5.6 Basic use of the # and * keys 12 5.7 Language of system prompts 14 5.8 Navigation between functions 14 6 Call answering 14 7 Voice mail application 17 8 Voice bulletin boards 24 9 Voice message del

12、ivery 30 Annex A (informative) Dialogue design guidelines 34 Annex B (informative) Use of this standard for services other than voice messaging 40 Figure 1 Taxonomy of telephone-based services 2 Figure 2 The user/system model of this International Standard 3 Figure 3 Control menu key allocations 13

13、Figure 4 Sample call flow for call answering 15 Figure 5 Key allocations before the record tone during call answering 16 Figure 6 Key allocations after the record tone during call answering 17 Figure 7 Typical flow for mailbox access 18 Figure 8 Main menu key allocations 19 Figure 9 A typical flow f

14、or listening to messages 20 Figure 10 Listen menu key allocations 21 Figure 11 Send menu key allocations 23 Figure 12 Key allocations after the record tone during message recording 23 Figure 13 Typical flow for access to bulletin boards 25 Figure 14 Bulletin board main menu key allocations 26 Figure

15、 15 Typical flow for listening to voice bulletin board messages 27 Figure 16 Bulletin board listen menu key allocations 28 Figure 17 Key allocations after the record tone during bulletin board message recording 29 Figure 18 Key allocations after leaving a recorded message in a bulletin board 30 Figu

16、re 19 Key allocation for post-recording menu commands 31 Figure 20 Key allocations after the record tone during message recording 32 Figure 21 Key allocations for playback menu commands 33 Table 1 Results of user input at the control menu 13 Table 2 Results of user input before the record tone durin

17、g call answering 16 Table 3 Results of user input after the record tone during call answering 17ISO/IEC13714:1995(E) BSI 09-1999 iii Page Table 4 Results of user input at the main menu 19 Table 5 Results of user input at the listen menu 21 Table 6 Results of user input at the send menu 22 Table 7 Re

18、sults of user input after the record tone during message recording 23 Table 8 Functions accessible from the bulletin board main menu 26 Table 9 Results of user input at the bulletin board listen menu 28 Table 10 Results of user input after the record tone during bulletin board recording 29 Table 11

19、Results of user input after leaving a recorded message in a bulletin board 30 Table 12 Results of user input at the post-recording menu 31 Table 13 Results of user input after the record tone during message recording 32 Table 14 Results of user input at the playback menu 33 Table A.1 Different terms

20、 used for the # key 34 Table A.2 Different terms used for the * key 34 Table A.3 Suggested time-out durations for different contexts 38 Table B.1 Standard listen/playback functions 40ISO/IEC13714:1995(E) iv BSI 09-1999 Foreword ISO (the International Organization for Standardization) and IEC (theInt

21、ernational Electrotechnical Commission) form the specialized system for worldwide standardization. National bodies that are members of ISO or IEC participate in the development of International Standards through technical committees established by the respective organization to deal with particular

22、fields of technical activity. ISO and IEC technical committees collaborate in fields of mutual interest. Other international organizations, governmental and non-governmental, in liaison with ISO and IEC, also take part in the work. In the field of information technology, ISO and IEC have established

23、 a joint technical committee, ISO/IECJTC1. Draft International Standards adopted by the joint technical committee are circulated to national bodies for voting. Publication as an International Standard requires approval by at least75% of the national bodies casting a vote. International Standard ISO/

24、IEC13714 was prepared by Joint Technical Committee ISO/IEC JTC1, Information technology, Subcommittee SC18, Document processing and related communication. Annex A and Annex B of this International Standard are for information only.ISO/IEC13714:1995(E) BSI 09-1999 1 Introduction Voice messaging syste

25、ms 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 another telephone call. This is commonly referred to as call answering. Voice messaging systems can also allow use

26、rs 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 mobile telephones. With callers leaving messages on many different systems and subscribers increasingly likely to h

27、ave 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 predictable human interfaces benefit users. Benefits can include faster learning, greater productivity, and greater

28、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 interface, as there areonly12 different keys available for input, and output is via an audio channel, whose performan

29、ce 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 and across different voice messaging systems they encounter, as they can learn a common set of input and output pro

30、tocols, which will maximise the efficiency and usability of these interfaces. This International Standard includes only some of the features in DTMF-controlled systems used for voice messaging (see clauses5, 6, 7, 8, and9, following) but, as described later in this International Standard (see clause

31、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 interface features specified in this International Standard will be usable for and implemented in other interactive voice

32、 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 in DTMF-controlled telephone-based interfaces beyond voice messaging. 1 Scope This International Standard will provide

33、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 of all users described in the

34、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 devices. In the voice mail ap

35、plication, 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 functional areas: a caller leaving a

36、 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 voice messages received; a subs

37、criber 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. Within these functional areas, only certain features are defined in this International Standard. However

38、, 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 the standard interface specified

39、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.ISO/IEC13714:1995(E) 2 BSI 09-1999 In addition, this International Standard specifies two requirements to

40、 be satisfied in all voice messaging contexts, not just the application contexts specified earlier in this clause: the use of # as a delimiter (see5.6.1), and the access to and presence of the control menu (see5.6.2) and its associated functionality. This International Standard does not address the

41、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

42、ssage. Notification is, at present, typically achieved by a message waiting light, a distinctive dial-tone, or a pager device. This International Standard does not specify a non-DTMF user interface for Integrated Services Digital Network (ISDN) terminal access to voice messaging applications; howeve

43、r, 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. Figure 1 shows a taxonomy of telephone-based services, with sha

44、ded boxes indicating the services within the scope of this International Standard: Figure 1 Taxonomy of telephone-based servicesISO/IEC13714:1995(E) BSI 09-1999 3 Figure 2 shows a user/system model of the scope of this International Standard: 2 Conformance The user interface to a conforming voice me

45、ssaging system shall conform to clause5. Additionally, the user interface to a conforming call answering application shall conform to clause6; the user interface to a conforming voice mail application shall conform to clause7; the user interface to a conforming voice bulletin board application shall

46、 conform to clause8; and the user interface to a conforming voice message delivery application shall conform to clause9. The only requirement for conformance with respect to callers using non-DTMF telephones is as specified in6.1. A conforming system may also provide one or more additional, alternat

47、ive user interfaces which are inconsistent with any or all of clauses5, 7, 8, and9, 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 s

48、ystem in which the call answering application conforms to clauses5 & 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 clauses5, 6, 7, 8, and9, the f

49、ollowing conventions are used to indicate levels of conformance required of compliant systems: Figure 2 The user/system model of this International Standard Mandatory/reserved: Conforming systems shall have this function/feature and the function/feature shall be accessible in (at least) the way specified. Optional/reserved: Conforming systems may or may not have this function/feature. If the function/feature is offered, it shall be accessible in (at least) the way specif