ITU-T E 182-1998 Application of Tones and Recorded Announcements in Telephone Services - Series E Overall Network Operation Telephone Service Service Operation and Human Factors - .pdf

1、INTERNATIONAL TELECOMMUNICATION UNION lTU=T TELECOMMUNICATION STANDARDIZATION SECTOR OF ITU EA82 (03/98) SERIES E: OVERALL NETWORK OPERATION, TELEPHONE SERVICE, SERVICE OPERATION AND HUMAN FACTORS Operation, numbering, routing and mobile services - International operation - Tones in national signall

2、ing systems Application of tones and recorded announcements in telephone services ITU-T Recommendation E. 182 (Previously CCITT Recommendation) STD-ITU-T RECMN E-182-ENGL 1998 4862593 0648bb8 429 ITU-T E-SERIES RECOMMENDATIONS OVERALL NETWORK OPERATION, TELEPHONE SERVICE, SERVICE OPERATION AND HUMAN

3、 FACTORS OPERATION, NUMBERING, ROUTING AND MOBILE SERVICES INTERNATIONAL OPERATION Definitions General provisions concerning Administrations General provisions concerning users Operation of international telephone services Numbering plan of the international telephone service E.100-E.103 E.104-E.119

4、 E.120-E.139 E. 140-E. 159 E. 160-E. i 69 International routing dan E. 170-E. 179 “1 Tones in national signalling system E.180-E.199 Maritime mobile service and public land mobile service E.200-E. 229 OPERATIONAL PROVISIONS RELATING TO CHARGING AND ACCOUNTING IN THE INTERNATIONAL TELEPHONE SERVICE U

5、TILIZATION OF THE INTERNATIONAL TELEPHONE NETWORK FOR NON- TELEPHONY APPLICATIONS ISDN PROVISIONS CONCERNING USERS QUALITY OF SER VICE, NETWORK MANAGEMENT AND TRAFFIC ENGINEERING NETWORK MANAGEMENT TRAFFIC ENGINEERING QUALITY OF TELECOMMUNICATION SERVICES : CONCEPTS, MODELS, OBJECTIVES AND DEPENDABI

6、LITY PLANNING E.330-E. 399 For further details, please refer to ITU-T List of Recommendations. STDeITU-T RECMN E-182-ENGL 1998 = Y862591 0648669 36.5 ITU-T RECOMMENDATION E.182 APPLICATION OF TONES AND RECORDED ANNOUNCEMENTS IN TELEPHONE SERVICES Summary This Recommendation states some provisions an

7、d conditions for the applicability of tones and recorded announcements for user information. Source IW-T Recommendation E.182 was revised by ITU-T Study Group 2 (1997-2000) and was approved under the WTSC Resolution No. 1 procedure on the 9th of March 1998. Recommendation E.182 (03/98) i FOREWORD IT

8、U (International Telecommunication Union) is the United Nations Specialized Agency in the field of telecommuni- cations. The ITU Telecommunication Standardization Sector (ITU-T) is a permanent organ of the ITLJ. The ITU-T is responsible for studying technical, operating and tariff questions and issu

9、ing Recommendations on them with a view to standardizing telecommunications on a worldwide basis. The World Telecommunication Standardization Conference (WTSC), which meets every four years, establishes the topics for study by the IT-T Study Groups which, in their turn, produce Recommendations on th

10、ese topics. The approval of Recommendations by the Members of the IT-T is covered by the procedure laid down in WTSC Resolution No. 1. In some areas of information technology which fall within -Ts purview, the necessary standards are prepared on a collaborative basis with IS0 and IEC. NOTE In this R

11、ecommendation, the expression “Administration“ is used for conciseness to indicate both a telecommunication administration and a recognized operating agency. INTELLECTUAL PROPERTY RIGHTS The ITU draws attention to the possibility that the practice or implementation of this Recommendation may involve

12、 the use of a claimed Intellectual Property Right. The ITU takes no position concerning the evidence, validie or applicability of claimed Intellectual Property Rights, whether asserted by ITU members or others outside of the Recommendation development process. As of the date of approval of this Reco

13、mmendation, the ITU had not received notice of intellectual property, protected by patents, which may be required to implement this Recommendation. However, implementors are cautioned that this may not represent the latest information and are therefore strongly urged to consult the TSB patent databa

14、se. O IT 1998 Ail rights reserved. No part of this publication may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying and microfilm, without permission in writing from the ITU. 11 Recommendation E.182 (03/98) - STDmITU-T RECMN E.18Z-ENGL 1998 4862

15、591 0648671 T13 W CONTENTS Page . Introduction 1 Annex A - List of tones and announcements used as indications to telephone subscribers . 4 A.l Basic terms 4 A.2 Tones 5 A.3 Recorded announcements . 7 Recommendation E.182 (03/98) . 111 _ STDOITU-T RECMN E.182-ENGL 1998 W 4862593 0648672 95T Recommen

16、dation E.182 APPLICATION OF TONES AND RECORDED ANNOUNCEMENTS IN TELEPHONE SERVICES (revised in 1998) Introduction 1 operation of both basic and supplementary telephone services. Three levels of response may be given: - - - This Recommendation gives the responses that telephone networks should provid

17、e to subscribers in the preferred responses based solely upon subscriber requirements; accepted responses to be used where technical or economic reasons inhibit the use of preferred responses; exceptional responses to be used where severe technical or economic constraints prevent the use of preferre

18、d or accepted responses. 2 It has not been possible in some cases to state a universally applicable preference between recorded announcements and tones. The factors influencing such a choice vary widely between Administrations in their relative importance. Some features which make recorded announcem

19、ents attractive are: - - They can reduce the level of calls to operators thus saving considerable expense. From a human factors point of view the use of an excessive number of different tones can be confusing to the user. Recorded announcements give an opportunity to present a far greater spectrum o

20、f information. They can impart more detailed and specific information than tones. They can have less chance of being misunderstood than tones in situations encountered infrequently. - - Nevertheless recorded announcements have certain drawbacks also: - - They require more time to convey simple infor

21、mation than a tone indication would. They are meaningless to people who do not understand the language used. This fact may make their application in multilingual countries impractical. Technical and economic constraints might inhibit their use in some networks. Subscribers might not always listen lo

22、ng enough to distinguish between different announcements. - - 3 In this Recommendation, where no preference is stated between alternative responses, individual Administrations should evaluate the situation in their own networks taking the above factors into account. Additional studies will be undert

23、aken to better evaluate the relative merits of tones and recorded announcements. 4 A list of tones and announcements used as indications to telephone subscribers is given in Annex A. The ITU-T, considering a interchange of information between the subscriber and the telephone system; that subscribers

24、 set up telephone calls and control supplementary telephone services by means of an b) e.g., Recommendation E. 164 for country codes; that information sent by the subscriber to the exchange is standardized in several Recommendations, c) announcements; that information from the telephone system to th

25、e subscriber can be sent in the form of tones or recorded Recommendation E.182 (03198) 1 - STDmITU-T RECMN E.18Z-ENGL 1998 4862591 0648673 896 m d) that the technical characteristics of the dial tone, the ringing tone, the busy tone, the congestion tone, the special information tone and the warning

26、tone are specified in Recommendation E. 180 and that the specification of other tones is studied by the ITU-T; e) without requiring subscriber knowledge of the operation of the telephone system; that a certain tone or recorded announcement should unambiguously indicate the desired subscriber action

27、f) will lead to a more efficient use of the telephone network; that a standardized application of tones and recorded announcements will improve subscriber performance and g recorded announcements is desirable; that for normal telephone calls and supplementary telephone services an identical applicat

28、ion of tones and h) that it is easy to implement standardization of the application of tones and recorded announcements for new supplementary telephone services, but this is more difficult for existing telephone systems and should be regarded as a long-term objective; i) connecting calls to a paypho

29、ne; that to avoid abuse of the transfer charge service it is desirable that an operator should be advised when j cases a visual indication may be an alternative, that only tones and announcements are covered in this Recommendation although it can be seen that in some recommends 1 certain indicated e

30、xceptions, use the same tones as the network in the country in which it is located; that this Recommendation shall apply to all telephone services and telephone networks. PABXs should, with 2 that all tones and recorded announcements should be given as soon as the information received by the telepho

31、ne network is sufficient to decide which tone or recorded announcement applies, unless there is an established subscriber need for the indication to be given later; 3 that when a subscriber should wait for a network reaction, no tones or announcement should be given. This condition applies during, e

32、.g., dial-tone delay and post-dialling delay. Exceptionally when a post-dialling delay on an outgoing international automatic call occurs that is likely to cause a subscriber to abandon the call, an appropriate announcement or a comfort tone may be used if it has been shown to reduce premature aband

33、onment; 4 from that at the public exchange and in this case the tone is named PABX internal dial tone; that when a subscriber should start dialling, a dial tone should be given. At PABXs this tone may be different 5 be given. This condition applies, for example, during activated diversion of calls t

34、o another number; that when a subscriber should start dialling and a special condition applies to his line, a special dial tone may 6 application of dial tone should also be avoided; I ringing tone should be given; 8 given to the calling subscriber; that, except for PABXs and supplementary services,

35、 a second dial tone should not be used and a second that when a subscriber should wait until the called party answers and no special condition applies to the line, a that when the called number is busy and no special condition applies to the called line, a busy tone should be 9 that when a special c

36、ondition of either “call waiting“ or “call diversion“ applies to a called line, the calling subscriber may be informed about the special condition. The responses should therefore be either a specific recorded announcement or caller waiting tone or ringing tone. In PABXs a special ringing tone may be

37、 used for the “call waiting“ service. In the case of “call diversion“, if an announcement is given, it is necessary to give the announcement before the call is diverted. This especially applies if additional call charges have to be paid by the calling party. 10 that a subscriber should be informed w

38、hen the network has accepted a control order for a supplementary service, e.g., activation, deactivation, registration, erasure. The responses to be given should be either a specc recorded announcement, e.g., “alarm call booked for 7.18“, a general positive recorded announcement, e.g. “order execute

39、d“ or a positive indication tone; 2 Recommendation E.182 (03/98) STD.ITU-T RECMN E.1Z-ENGL 1998 4862591 Ob48b74 722 11 that a subscriber - after having applied a valid interrogation order for a supplementary service - should be informed by the network whether the service is activated or not (status

40、check) or, if the information dialled is identical to the stored information (data check) or, specifically what information is stored (data request). If a status check or data check applies, the responses to be given should be: - either a positive or negative general recorded announcement e.g., “ser

41、vice (not) active“ or “information dialled (not) identical to information stored“, or an appropriate positive indication tone, or an appropriate negative indication tone. - - If a data request applies, the response should be a spec$c recorded announcement e.g. “alarm call booked for 7.18,9.30 and 12

42、.35“ or “no alarm call booked“. 12 waiting. The response is call waiting tone; that a busy subscriber, having the service “call waiting“ activated, should be informed that an incoming call is 13 that when the called number cannot be reached or a control order for activation, registration, deactivati

43、on, interrogation, or erasure for a supplementary service cannot be executed by the network in one attempt, due to “short-term system nonavailability“ but a repeated attempt within a short time may be successful, a congesiion tone should be given. This condition applies, for example, if short-term c

44、ongestion of switching equipment, circuits or memory storage capacity occurs; 14 that when the called number cannot be reached or a control order for a supplementary service cannot be executed in one attempt due to “recognized long-term nonavailability“ and a repeated attempt would have no or small

45、probability of success for a longer period of time (e.g., a few hours), the preferred response is a spec recorded announcement, e.g., “the called number is not obtainable because of a network fault, please call again after (1) hour“. Alternatively, a general recorded announcement or special informat

46、ion tone may be used. This condition applies when: - - a number is out of order for technical reasons; where switching equipment or circuits or memory storage capacity will not be available for at least a few hours. 15 that when the called number cannot be reached in one attempt because of an unreso

47、lved condition of the called number due to administrative reasons, the preferred response is a spec recorded announcement e.g., “the number has been changed, the new number is 12345“. Alternatively, a general recorded announcement or special information tone may be used. This condition applies when:

48、 - - - a number has changed. a number is out of order for administrative reasons; a number is not yet connected; 16 that when the information dialled by the subscriber, for set-up of an ordinary telephone call or to order a supplementary service, is not valid or cannot be accepted by the network fro

49、m that particular line and the subscriber should check his information and/or his instructions before making a new attempt: - the preferred response is a specrJic recorded announcement, e.g., “In international dialling to this country the trunk prefix O should be deleted“; the accepted response is a general negative announcement, e.g., “You have dialled incorrect information, please consult your instructions“. For PAi3Xs a negative indication tone may be used; the exceptional response is a special information tone. - - This condition applies when the num