1、 ETSI EG 202 301 V1.1.1 (2004-05)ETSI Guide Universal Communications Identifier (UCI);Using UCI to enhance communications fordisabled, young and elderly peopleETSI ETSI EG 202 301 V1.1.1 (2004-05) 2 Reference DEG/HF-00048 Keywords ageing, children, disability, HF, MMI, UCI ETSI 650 Route des Luciole
2、s F-06921 Sophia Antipolis Cedex - FRANCE Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16 Siret N 348 623 562 00017 - NAF 742 C Association but non lucratif enregistre la Sous-Prfecture de Grasse (06) N 7803/88 Important notice Individual copies of the present document can be downloaded from: http:/w
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5、ortal.etsi.org/tb/status/status.asp If you find errors in the present document, send your comment to: editoretsi.org Copyright Notification No part may be reproduced except as authorized by written permission. The copyright and the foregoing restriction extend to reproduction in all media. European
6、Telecommunications Standards Institute 2004. All rights reserved. DECTTM, PLUGTESTSTM and UMTSTM are Trade Marks of ETSI registered for the benefit of its Members. TIPHONTMand the TIPHON logo are Trade Marks currently being registered by ETSI for the benefit of its Members. 3GPPTM is a Trade Mark of
7、 ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners. ETSI ETSI EG 202 301 V1.1.1 (2004-05) 3 Contents Intellectual Property Rights5 Foreword.5 Introduction 5 1 Scope 6 2 References 6 3 Definitions and abbreviations.7 3.1 Definitions7 3.2 Abbreviations .7 4 Backgro
8、und 7 4.1 Benefits of UCI with evolving network architectures 7 4.1.1 Universal Communications Identifier (UCI) 8 4.1.2 Personal User Agent (PUA)9 4.1.3 Service Agent (SA).9 4.2 UCI in operation.10 4.3 Some UCI benefits relevant to disabled, elderly and young people.10 5 Important communication issu
9、es identified11 5.1 Requirements focus 11 5.2 Accessibility.11 5.3 Usability .11 5.3.1 Simplicity12 5.3.2 Initiating a call 12 5.3.3 Performing the sequence of steps required to make a call 12 5.3.4 Ending a call .12 5.3.5 Accurately dialling telephone numbers.13 5.3.6 Handling of communication iden
10、tifiers 13 5.3.7 Needing reassurance .13 5.3.8 Participating in an effective conversation.14 5.3.9 Using interactive voice response (IVR) systems 14 5.4 Privacy and trust.15 5.4.1 Exposing vulnerability15 5.4.2 Allowing public access to communications identifiers.16 5.4.3 Avoiding unwanted communica
11、tions16 5.4.4 Dealing with sensitive communications .17 5.5 Control of communications set-up .17 5.5.1 Initial set-up17 5.5.2 Delegation of control 18 5.5.3 Adapting to changing user requirements 18 5.6 Making a communication.19 5.6.1 Being aware of the financial implications of a communication19 5.
12、6.2 Making urgent communications to a partner/carer/parent 19 5.6.3 Providing a reminder and reassurance call facility .20 5.7 Contacting the emergency services 20 5.8 Safe communications for children21 6 Conclusion22 Annex A (informative): Generic user requirements for communications systems.23 A.1
13、 Notes relating to the user requirements23 A.1.1 Origin of the user requirements23 A.1.2 Assumptions concerning the Universal Communications Identifier 23 A.1.3 Dependencies and conflicts 23 A.2 The user requirements 23 ETSI ETSI EG 202 301 V1.1.1 (2004-05) 4 A.2.1 Unifying the control of communicat
14、ions23 A.2.2 Seamless communication across networks and services 24 A.2.3 Increasing the options available to the originator.24 A.2.4 Increasing the options available to the recipient.24 A.2.5 Dealing with communications conflicts between originator and recipient.24 A.2.6 Maintaining backward compat
15、ibility24 A.2.7 Trust in the system .25 A.2.8 Appropriate level of privacy.25 Annex B (informative): Summary of recommendations.26 B.1 Requirements focus26 B.2 Accessibility.26 B.3 Usability .26 B.4 Privacy and trust.27 B.5 Control of communications set-up .28 B.6 Control of making a communication28
16、 B.7 Contacting the emergency services 29 B.8 Safe communications for children29 Annex C (informative): Important issues outside the scope of UCI 30 Annex D (informative): Organizations consulted31 D.1 Organizations associated with young children.31 D.2 Organizations associated with elderly people 3
17、1 D.3 Organizations associated with people with disabilities31 History 32 ETSI ETSI EG 202 301 V1.1.1 (2004-05) 5 Intellectual Property Rights IPRs essential or potentially essential to the present document may have been declared to ETSI. The information pertaining to these essential IPRs, if any, i
18、s publicly available for ETSI members and non-members, and can be found in ETSI SR 000 314: “Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in respect of ETSI standards“, which is available from the ETSI Secretariat. Latest updates are available on th
19、e ETSI Web server (http:/webapp.etsi.org/IPR/home.asp). Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web server) which
20、 are, or may be, or may become, essential to the present document. Foreword This ETSI Guide (EG) has been produced by ETSI Technical Committee Human Factors (HF). Introduction User requirements for Universal Communication Identification (UCI) based services were discussed and specified in EG 201 940
21、 2. The technical implications of implementing these user Requirements were reported in EG 202 067 3. The impact of UCI systems in improving the usability of communications has been described in ETSI Technical Report TR 103 077 8. One specific area of usability identified in TR 103 077 8 has been th
22、e consideration of features of UCI systems which might be used to improve communications both for people with various functional impairments (e.g. people with different disabilities and some elderly people) and also for young people (up to 12 years of age). Recommendations on how to ensure that UCI
23、is usable for all users are described in EG 202 249 4. A comprehensive set of barriers to effective communications for disabled, young and elderly people was reported in TR 103 073 7. These were derived from an interview and questionnaire process with a representative sample of stakeholders. Priorit
24、ies for the different communication issues were elicited from the various user groups consulted. The current document has started with the communication issues and requirements raised by the groups consulted in the production of TR 103 073 7 and presents a series of recommendations relating to: the
25、ways in which the basic capabilities of UCIs and their supporting systems, when introduced, would meet most of the communication requirements of the target groups; the ways in which UCIs and their supporting systems could be used to provide new, or improve current, solutions to the specific communic
26、ation difficulties raised by the target groups; how and where provision of additional system capabilities might be necessary, in addition to the availability of UCI systems, to address other issues. In addition, important issues that are outside the scope of UCI are highlighted in Annex C. Implement
27、ation of the recommendations listed in the current document will address many, if not most, of the issues raised in the consultative phase of the work, thus enhancing the diversity, security and quality of communications for elderly, young and disabled people. ETSI ETSI EG 202 301 V1.1.1 (2004-05) 6
28、 1 Scope The present document presents recommendations that address the issues identified in TR 103 073 7 which identified communications issues experienced by people with disabilities, elderly people and young people up to 12 years of age. The recommendations concentrate on the ways that the UCI ad
29、ditional information field and PUA functionality can be used to enhance the communication experience of these groups of users. The document is targeted at UCI developers and in addition provides information for: Groups representing elderly, young and disabled people. Service Providers. Telecommunica
30、tions Regulators. Terminal equipment providers. 2 References The following documents contain provisions which, through reference in this text, constitute provisions of the present document. References are either specific (identified by date of publication and/or edition number or version number) or
31、non-specific. For a specific reference, subsequent revisions do not apply. For a non-specific reference, the latest version applies. Referenced documents which are not found to be publicly available in the expected location might be found at http:/docbox.etsi.org/Reference. 1 Void. 2 ETSI EG 201 940
32、: “Human Factors (HF); User identification solutions in converging networks“. 3 ETSI EG 202 067: “Universal Communications Identifier (UCI); System framework“. 4 ETSI EG 202 249: “Universal Communications Identifier (UCI); Guidelines on the usability of UCI based systems“. 5 ETSI ETR 329 (Edition 1)
33、: “Human Factors (HF); Guidelines for procedures and announcements in Stored Voice Services (SVS) and Universal Personal Telecommunication (UPT)“. 6 ETSI TR 102 133: “Human Factors (HF); Access to ICT by young people: issues and guidelines“. 7 ETSI TR 103 073: “Universal Communications Identifier (U
34、CI); Improving communications for disabled, young and elderly people“. 8 ETSI TR 103 077: “Universal Communications Identifier (UCI); Maximizing the usability of UCI based systems“. 9 Dulude, Louise (2002). “Automated telephone answering systems and aging“; Behaviour and Information Technology (Vol.
35、 21, No 3, 171-184). 10 Katz et al (1997). “Public attitudes toward voice-based electronic messaging technologies in the United States: A national survey of opinions about voice response units and telephone answering machines“; Behaviour and Information Technology (Vol. 16, No. 3, 125-144). ETSI ETS
36、I EG 202 301 V1.1.1 (2004-05) 7 3 Definitions and abbreviations 3.1 Definitions For the purposes of the present document, the following terms and definitions apply: assistive device: any item, piece of equipment or product system whether acquired commercially off the shelf, modified or customized th
37、at is used to increase or improve functional capabilities of individuals with disabilities NOTE: Americans with Disabilities Act definition. chat room: area on the Internet where two or more people can have a typed conversation in real time spam: flooding the Internet with many copies of the same me
38、ssage, in an attempt to force the message on people who would not otherwise choose to receive it NOTE: Also used to describe the messages that have been sent in this way. spoofing: pretending to be someone else timeout: setting that automatically cancels a step in a user-system dialogue after a cert
39、ain period of time trusted third party: independent, unbiased third party that contributes to the ultimate security and trustworthiness of any transaction virus: self-replicating program that is hidden in another piece of computer code, such as an email worm: computer program, which replicates itsel
40、f and is self-propagating 3.2 Abbreviations For the purposes of the present document, the following abbreviations apply: CLI Calling Line Identification GPS Global Positioning Service ICT Information and Communications Technology ISDN Integrated Services Digital Network ISP Internet service provider
41、 IVR Interactive Voice Response PUA Personal User Agent SA Service Agent SMS Short Message Service UCI Universal Communications Identifier 4 Background 4.1 Benefits of UCI with evolving network architectures Implementation of UCI systems as proposed in EG 201 940 2 and EG 202 067 3 will overcome the
42、 many limitations that arise from the identifiers currently used in todays communications systems. When the UCI is used within a supporting network architecture it will: identify the user, rather than the terminal or service; avoid the need to have many different identifiers for a range of different
43、 communications services; provide the potential for verifying the true identity of the originator or recipient of a communication; remain unchanged when moving to a different service provider or service type; ETSI ETSI EG 202 301 V1.1.1 (2004-05) 8 provide a common environment for the management and
44、 control of all personal communications irrespective of service type (as opposed to a range of different control mechanisms that are service specific); allow user profiles to be set up to provide comprehensive management of outgoing and incoming communications; ensure that any special requirements a
45、re automatically catered for with both incoming and outgoing communications. For the user these features bring many benefits related to: Trust: Everybodys UCI label and number will be registered with a “trusted“ authority and, under normal circumstances, only the UCI owner will be able to use it. So
46、, when UCI users receive calls or communications from other UCI users, they can trust that that the communications are really coming from the right people. Stability: UCI users do not need to tell everybody when they get new or replacement communications services from different providers. Their UCIs
47、 always remain the same. Security: For added security, it will be possible to request positive verification of the source of a communication. Special Requirements: The additional information field can be used to let communication networks and people know about any special requirements UCI users may
48、have. For instance, a UCI could specify that the user can speak English and German but only read German. Simplified Communications: UCI is a single personal identifier used for all types of communication service. Therefore, when an email is received from someone with a UCI, the same identifier can b
49、e used to call that person back on the telephone. Also, instead of having to search for all the identifiers a person may have, it will only be necessary to look for one. Automatic Address Book: When UCI users are contacted by other UCI users, they will have an opportunity to automatically add the UCI to their address books. When a UCI user acquires a new device or service there will be no need for anybody to update their address books. The same address book information can be accessed from a
