ETSI ETR 261-6-1996 Human Factors (HF) Assessment and Definition of a Harmonized Minimum Man-Machine Interface (MMI) for Accessing and Controlling Public Network Based Supplementar.pdf

1、ETSI ETR*Ebl-b b 3400855 01418b0 TbT ETR 261-6 October 1996 Source: ETSI TC-HF Reference: DTR/HF-01028-6 ICs: 33.020 Key words: Keypad, MMI, supplementary service Human Factors (HF); Assessment and definition of a harmonized minimum man-machine interface (MMI) for accessing and controlling public ne

2、twork based supplementary services; Part 6: Survey of existing PSTN, ISDN and mobile networks, and a user syrvey of supplementary service use within Centrex and PBX environments ETSI European Telecommunications Standards Institute ETSI Secretariat Postal address: F-O6921 Sophia Antipolis CEDEX - FRA

3、NCE Office address: 650 Route des Lucioles - Sophia Antipolis - Valbonne - FRANCE X.400: c=fr, a=atlas, p=etsi, s=secretarat - Internet: secretaratQetsi.fr Tel.: +33 4 92 94 42 O0 - Fax: +33 4 93 65 47 16 Copyright Notification: No part may be reproduced except as authorized by written permission. T

4、he copyright and the foregoing restriction extend to reproduction in all media. 8 European Telecommunications Standards Institute 1996. All rights reserved. ETSI ETR*Zbl-b 96 3400855 OL4LBbL Tb Page 2 ETR 261-6: October 1996 Whilst every care has been taken in the preparation and publication of this

5、 document, errors in content, typographical or otherwise, may occur. If you have comments concerning its accuracy, please write to “ETSI Editing and Committee Support Dept.“ at the address shown on the title page. ETSI ETR*262-b 9b W 3400855 OL4L862 832 9 Page 3 ETR 261-6: October 1996 Contents Fore

6、word . 5 Introduction 5 Scope 7 References 7 Definitions. symbols and abbreviations . 8 Survey of current supplementary service implementations . 8 4.1 Fixed network results . 8 4.1.1 PSTN services . 8 Who provides what in PSTN? 8 How do PSTN networks charge for different services? . 10 What MMI do

7、they provide? . 11 4.1.1.1 4.1.1.2 4.1.1.3 4.1.1.3.1 4.1.1.3.2 Command dialogue format . 11 Type of feedback 13 4.1.2 ISDN services 15 4.1.2.1 4.1.2.2 4.1.2.3 4.1.3 PSTN and ISDN use of service codes? 18 4.1.4 Mobile networks 19 Who provides what in ISDN? . 15 How do ISDN networks charge for differe

8、nt services? 17 What MMI do they provide for ISDN? 18 Survey of users in centrex and PBX environments . 20 5.1 Introduction 20 5.2 The questionnaire 20 5.3 Subjects . 20 5.4 Results . 21 Group 1 . Telenor Research . 21 5.4.1.1 General 21 5.4.1.2 Frequency of use . 21 5.4.1.3 Ease of use 21 5.4.1.4 S

9、pecific difficulties in use . 22 5.4.1.5 Feedback . 23 5.4.1.6 General comments 23 Group 2 . University in Oslo 23 5.4.2.1 General 23 5.4.2.2 Frequency of use . 24 5.4.2.3 Ease of use 24 5.4.2.4 Discussion re Group 2 . 24 Comparing usage between the two groups . 24 Discussion and conclusions . 25 5.

10、4.1 5.5 5.6 5.4.2 Annex A: Public-network-based supplementary services questionnaires 26 A.l Introductoty letter 26 A.2 A.3 Annex B: Annex C: The fixed network questionnaire . 27 The mobile network questionnaire 37 Centrex and PBX supplementary services questionnaire . 47 Supplementary service table

11、s by network type . 50 ETSI ETRu2bL-b Yb 3400855 0141863 779 Page 4 ETR 2616: October 1996 C.l PSTNs 50 C.l.l Recorded year.of implementation . 50 C.1.2 Charging practices 53 C.1.3 Service codes used . 54 C.2 ISDN fixed networks . 57 C.2.1 C.2.2 Charging practices 60 C.2.3 Service code usage . 61 Re

12、corded year of implementation . 57 C.3 Analogue mobile networks . NMT. TACS. ETACS . 64 C.3.1 Recorded year of implementation . 64 C.3.2 Charging practices 65 C.3.3 Digital mobile networks . GSM . 67 C.4.1 C.4.3 Service code usage . 66 Recorded year of implementation . 67 C.4.2 Charging practices 68

13、 C.4 Service code usage . 69 History . 70 ETSI ETR*2bl-b 76 = 3400855 0343864 605 Page 5 ETR 261-6: October 1996 Foreword This ETSI Technical Report (ETR) has been produced by the Human Factors (HF) Technical Committee of the European Telecommunications Standards Institute (ETSI). ETRs are informati

14、ve documents resulting from ETSI studies which are not appropriate for European Telecommunication Standard (ETS) or Interim European Telecommunication Standard (I-ETS) status. An ETR may be used to publish material which is either of an informative nature, relating to the use or the application of E

15、TSs or I-ETSs, or which is immature and not yet suitable for formal adoption as an ETS or an I-ETS. Introduction The Technical Committee for Human Factors has prepared this ETSI Technical Report to report publicly its work on the assessment and definition of a harmonized minimum man-machine interfac

16、e for the access and control of public network based supplementary services. It is intended to complement ETS 300 738 3. This ETR constitutes part 6 of a multi-part ETR (“Assessment and definition of a harmonized minimum man-machine interface (MMI) for accessing and controlling public network based

17、supplementary services“), whose parts have the following titles: Part 1: “General approach and summary of findings“; Part 2: “Literature review - Memory and related issues for dialling supplementary services using number codes“; Part 3: “Experimental comparison of two MMls - Simulated UPT access and

18、 prototype ISDN supplementary Services“; Part 4: “Experimental comparison of the effect of categorized and non-categorized formats within user instructions“; Part 5: “Experimental comparison of the CEPT and GSM codes schemes“; Part 6: “Survey of existing PSTN, ISDN and mobile networks, and a user su

19、rvey of supplementary service use within Centrex and PBX environments“; Part 7: “Experimental evaluation of draft ETS 300 738“ ETSI ETR*EbL-b 96 3400855 0141865 541 Page 6 ETR 261-6: October 1996 Blank page Page 7 ETR 261-6: October 1996 1 Scope This multi-part ETSI Technical Report (ETR) presents t

20、he results of the research work conducted to develop a European Telecommunication Standard (ETS) defining a harmonized minimum man-machine interface (MMI) for the access and control of public network based telecommunications services, and in particular supplementary services. This pari 6 of the ETR

21、describes the questionnaire and survey data collected. This occurred in two surveys. The first survey was of PSTN, ISDN and mobile network implementations of supplementary services and the MMI used to access and control these. The second survey was of users of supplementary services within a Centrex

22、 and a PBX environment. 2 References For the purposes of this ETR, the following references apply: 131 41 51 171 t81 i91 CEPT TICAC 02: “Subscriber control procedures for supplementary services in modern telecommunication system“. ETS 300 51 1 : “European digital cellular telecommunications system (

23、Phase 2); Man Machine interface (MMI) of the mobile station (MS) (GSM 02.30)“. ETS 300 738: “Human Factors (HF); Minimum Man Machine Interface (MMI) to public network based supplementary services“. ETR 261 -1 : “Human Factors (HF); Assessment and definition of a harmonized minimum man-machine interf

24、ace (MMI) for accessing and controlling public network based supplementary services; Part 1 : General approach and summary of findings“. ETR 261 -2: “Human Factors (HF); Assessment and definition of a harmonized minimum man-machine interface (MMI) for accessing and controlling public network based s

25、upplementary services; Part 2: Literature review - Memory and related issues for dialling supplementary services using number codes I. ETR 261 -3: “Human Factors (HF); Assessment and definition of a harmonized minimum man-machine interface (MMI) for accessing and controlling public network based sup

26、plementary services; Part 3: Experimental comparison of two MMIs - Simulated UPT access and prototype ISDN supplementary services“. ETR 261 -4: “Human Factors (HF); Assessment and definition of a harmonized minimum man-machine interface (MMI) for accessing and controlling public network based supple

27、mentary services; Pari 4: Experimental comparison of the effect of categorized and non-categorized formats within user instructions“. ETR 261 -5: “Human Factors (HF); Assessment and definition of a harmonized minimum man-machine interface (MMI) for accessing and controlling public network based supp

28、lementary services; Part 5: Experimental comparison of the CEPT and GSM codes schemes“. ETR 261 -7: “Human Factors (HF); Assessment and definition of a harmonized minimum man-machine interface (MMI) for accessing and controlling public network based supplementary services; Part 7: Experimental evalu

29、ation of draft ETS 300 738“. Israelski E (1 988): “An experimental comparison of user performance with alternative access codes for PBX features“. 12th Symposium on Human Factors in Telecommunications, The Hague. ITU-T Recommendation E.131: “Subscriber control procedures for supplementary telephone

30、services“. ETSI ETR*ZbL-b 96 3400855 0343867 334 W Page 8 ETR 261-6: October 1996 i 31 i 41 ti 51 ITU-T Recommendation E.161: “Arrangement of figures, letters and symbols on telephones and other devices that can be used for gaining access to a telephone network“. Jones MLR (1 990): “Making numeric c

31、ommand languages more usable“. 13th Symposium on Human Factors in Telecommunications, Turin, pp 99-106. Lindgaard G (1993): “Wow - 568 smart features on your PABX: What really determines the uptake of technology?“ 14th Symposium on Human Factors in Telecommunications, Darmstadt. Schwartz B (1993): “

32、Advanced screen telephony - making todays services easier to use“. 14th Symposium on Human Factors in Telecommunications, Darmstadt. Zeidler G (1 970): “How to co-ordinate operational procedures for new telephone facilities“. 5th Symposium on Human Factors in Telecommunications, London. 3 Definition

33、s, symbols and abbreviations For the purposes of this part of the ETR, the definitions, symbols and abbreviations given in pari 1 4 of the ETR apply. 4 Survey of current supplementary service implementations This clause presents the results of a survey of fixed and mobile network operators with resp

34、ect to current and planned supplementary service implementations. A questionnaire was sent in January 1994 to all the European Network Operators, both fixed and mobile, registered with ETSI at that time. See annex A, for the letter of introduction and the Fixed and Mobile Network questionnaires. As

35、far as possible these were sent to known contacts within each organization in order to maximize the return. Replies were received from 18 Fixed Network Operators covering both PSTN and ISDN services. This number probably represents 80 % to 90 % of European fixed network subscribers. Replies were als

36、o received from five Mobile Network Operators covering TACS, NMT and GSM services. 4.1 Fixed network results The questionnaire data was collated separately for the two types of network, PSTN and ISDN. They are presented tabularly and graphically as appropriate. 4.1.1 PSTN services 4.1.1.1 Who provid

37、es what in PSTN? Table C1 (annex C) presents the recorded year of implementation for each supplementary service for each of the responding PSTN networkskountries. The total number of services reported by each respondent is shown in figure 1. Unfortunately, the Finish report did not identify which se

38、rvices they had implemented, they concentrated their response on the man-machine interface they offered to the user. ETSI ETR*261-6 96 3400855 OL418b8 25Q Page 9 ETR 261-6: October 1996 16 14 1 12 1 4 1111111 2i 01 I ,I Ill, Il Ill Figure 1 : Number of reported services for each respondent - PSTN Fi

39、gure 2 shows the number of respondents offering each of the services under investigation and the mean year of its implementation. The main services offered by over half the respondents are: Call Barring - Incoming Call Barring - Outgoing Call Forward on Busy Call Forward on No Reply Call Forward Unc

40、onditional Hold Cal I Waiting Three Party Conference Direct Inward Dialling Freephone Malicious Caller Identification Almost all of these services have been implemented after 1980 and probably more than half since 1985. ETSI ETR*ZhL-h 96 3400855 OL4LBh 197 = Page 10 ETR 261-6: October 1996 18 16 - 1

41、0 * 8- 6. 4- O -JI i? o P Il :zgg (o o o II LL Z O o 0, o P 1 100 195 a, 190 z OD d 1 85 z I u) 2 80 5 I c a I Y 175 3 U 70 z c 65 60 m 55 -t 50 (o 3 3 I - x a Figure 2: Number of respondents offering each service and mean year of implementation - PSTN 4.1.1.2 How do PSTN networks charge for differe

42、nt services? Figure 3 summarizes the data found in table C2 (see annex C) and compares the charging policy different networks have for the different services. Clearly few services are provided free within the PSTN, those reported include: Call Barring - Incoming Call Barring - Outgoing Hold Calling

43、Line Identification Restriction Call Waiting Three Pam Conference Freephone (free to calling party, paid for by called party) Malicious Caller Identification Similarly a few are charged only when they are used. These include: Advice of charging - End of call Call Forwarding (Busy, No Reply and Uncon

44、ditional) Hold Call Waiting Completion of Call to Busy Subscriber Connected Line Identification Presentation Freephone Malicious Caller Identification Quite the majority of the services are charged either on provision only or on provision and again when they are used. Interestingly there are sometim

45、es quite different approaches depending on the services. For example all service providers offer CLIP on a provision only basis, however CLIR, the necessary complementary service, is sometimes offered free and sometimes charged on provision. No PSTN provider offered the other two identification serv

46、ices COLP and COLR. ETSI ETR*ZbL-b b 3400855 0343870 909 H Page 11 ETR 261-6: October 1996 la I I+ I i ll I Il i Figure 3: How charges are made for each service - PSTN 4.1.1.3 What MMI do they provide? Most of the key questions asked related to the format of the man-machine interface the service use

47、rs were provided with. This was broken down into two sets of questions on the detail of the format of the command dialogue (stimulus protocol) used, and the type of feedback provided to support both normal operation and a range of possible error conditions. 4.1.1.3.1 Command dialogue format Table 2

48、shows the collated results from the 18 PSTN operators. Table 2: Command dialogue implemented by European PSTN operators I (CEPT proposed #SC*I#) 1 Where: SC = Service Code, e.g. 21 for Call Forward Unconditional, and SI = Supplementary Information, e.g. a subscriber number ETSI ETR*ZbL-b 7b 340085.5

49、 OLYL87L BY5 = Page 12 ETR 261-6: October 1996 All 18 used the same simple command structure defined by CEPT l for Switching On, Switching On with Data and for Switching Off. The majority (67%) also confirmed that whenever the user switched off a service (e.g. Call Forwarding) which has data stored they also erase the data. This is at variance to the CEPT recommendation which was structured to leave the data stored and to enable the user to reuse this data element on a subsequent activation. For example, with a full CEPT implementation the foll