1、EN 301 104 1.1.1 (1998-10) European Standard (Telecommunications series) Human Factors (HF); Human factors requirements for a European Telephony Numbering Space (ETNS) STD-ETSI EN 301 104-ENGL 1778 W 3400855 0345188 14T W 2 EN 301 104 V1.l.l (1998-10) Reference R EN/H F-O0009 (a8000ico. PDF) Keyword
2、s addressing, CLIP, HF, migration, portability, service, UNI, UR ETSI Postal address F-O6921 Sophia Antipolis Cedex - FRANCE Office address 650 Route des Lucioles - Sophia Antipolis Valbonne - FRANCE Tel.: +33 4 92 94 42 O0 Fax: +33 4 93 65 47 16 Siret No 348 623 562 00017 - NAF 742 C Association bu
3、t non lucratif enregistre a la Sous-Prfecture de Grasse (06) No 780388 Internet secretariat etsi.fr http:/www.etsi.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. O Europ
4、ean Telecommunications Standards Institute 1998. All rights reserved. STDoETSI EN 301 109-ENGL 1998 m 3YO0855 03Y5169 O86 m 3 EN 301 104 V1.l.l (1998-10) Contents Intellectual Property Rights 4 Foreword 4 1 Scope 5 2 3 3.1 3.2 4 4.1 4.1.1 4.1.2 4.1.3 5 5.1 5.2 6 7 7.1 7.2 1.3 8 9 10 11 12 13 Referen
5、ces 5 Definitions and abbreviations 6 6 6 Structure of ETNS service numbers . 7 Numbering scheme 7 European Number (EN) European Subscriber Number (ESN) 7 7 8 Number formatting . 8 User dialling difficulties . 8 European Service Identity (ESI) Number presentation 8 Migration to a global numbering sc
6、heme . 9 No change for calling party 10 ETNS subscriber privacy . 10 Identification of charging . 11 Number portability issues 10 Consistent charging 10 Identification of ETNS services . 10 Routeing delays 11 Handling languages within ETNS services 12 Usability testing . 13 Compliance 14 History 16
7、ETSI STD-ETSI EN 30L LOq-ENGL 1998 = 3400855 0345190 8T8 1 2 3 4 EN 301 104 V1.l.l (1998-10) User ES used for Potential Benefit Service designers ETNS service providers Development of the structure and Establish a minimum level of usability presentation of ETNS services through adherence to the requ
8、irements in the present document. To establish a basis for ensuring that Minimum level of usability of services their services will meet the needs of their users To identify problems within ETNS services Usergroups Increased awareness by user groups of the value of a minimum level of usability throu
9、gh adherence to human factors 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, is publicly available for ETSI members and non-members, and can be found in SR o00 31
10、4: “Intellectual Proper Rights (IPRs); Essential, or potentially Essential, IPRs notijied to ETSI in respect ofETSI standards“, which is available free of charge from the ETSI Secretariat. Latest updates are available on the ETSI Web server (http:/www.etsi.org/ipr). Pursuant to the ETSI IPR Policy,
11、no investigation, including IPR searches, has been canied out by ETSI. No guarantee can be given as to the existence of other PRs not referenced in SR 000 314 (or the updates on the ETSI Web server) which are, or may be, or may become, essential to the present document. Foreword This European Standa
12、rd (Telecommunications senes) has been produced by ETSI Technical Committee Human Factors (m. The intended users of the present document include: I (requirements 4 IETSI Technical Bodies IDevelopment of ETNS standards IMinimum level of usability of services by Ithat support users minimum needs lensu
13、ring that basic user needs are met I National transposition dates Date of adoption of this EN: Date of latest announcement of this EN (doa): Date of latest publication of new National Standard or endorsement of this EN (dop/e): Date of withdrawal of any conflicting National Standard (dow): 23 Octobe
14、r 1998 31 January 1999 31 July 1999 31 July 1999 EN 301 104 V1.l.l (1998-10) 5 1 Scope The present document specifies the Human Factors (HF) requirements related to all aspects of a European Telephony Numbering Space (ETNS). It describes the requirements to be met jointly by the ETNS service provide
15、r and the network operator enabling access to the ETNS service. The present document applies to any ETNS service provided within an ETNS scheme based upon a European Country Code (CC) and provided for access from public and private telecommunications networks. It covers those aspects of ETNS service
16、s that would be of importance to the users of those services and to other telephony users who may be affected by the introduction of an ETNS. Requirements cover: the formatting of the written presentation of ETNS numbers to enable users: - - - to identify an ETNS service; to minimize dialling errors
17、 caused by difficulties in memorizing long digit strings; - - rules for migrating from an ETNS Service to a Global Service that will minimize difficulties for users; rules that ensure that called users receive appropriate Calling Line Identity (CLI) information when called from a European Number (EN
18、); rules that ensure calling users are still able to determine call charges after a EN has been ported to a new provider; rules that ensure the minimization of user difficulties caused by call delays; rules to overcome the potential linguistic difficulties associated with ETNS services. - - - Mobili
19、ty aspects of an ETNS are outside the scope of the present document. Only those aspects of an ETNS to which specific requirements can be attached are covered in the present document. Other Human Factors aspects of an ETNS are presented in TR 101 056 i. 2 References References may be made to: a) spec
20、ific versions of publications (identified by date of publication, edition number, version number, etc.), in which case, subsequent revisions to the referenced document do not apply; or b) ali versions up to and including the identified version (identified by “up to and including“ before the version
21、identity); or c) all versions subsequent to and including the identified version (identified by “onwards“ following the version identity); or d) publications without mention of a specific version, in which case the latest version applies. A non-specific reference to an ETS shall also be taken to ref
22、er to later versions published as an EN with the same number. Il TR 101 056: “Human Factors (HF); European Numbering Task Force (ENTF); Human Factors aspects of the European Telephony Numbering Space (ETNS)“. ITU-T Recommendation E.721: “Network grade of service parameters and target values for circ
23、uit-switched services in the evolving ISDN“. ITU-T Recommendation E. 164: “The international public telecommunication numbering plan“. ITU-T Recommendation E. 123: “Notation for national and intemational telephone numbers“. TR 101 073: “Number portability for pan-European services“. 21 31 41 151 ETS
24、I STD-ETSI EN 301, 1,OY-ENGL 3998 m 3LcQ0855 0345392 b70 m 6 EN 301 104 V1.l.l (1998-10) 61 TR 101 O41 Parts 1 and 2: “Human Factors (HF): European harmonization of network generated tones“. i71 COM(96) 590 Commission of the European Communities: “Towards a European Numbering Environment: Green Pape
25、r on a Numbering Policy for Telecommunications Services in Europe“. D. MacDonald, S. Archambault, “Using Customer Expectation in Planning the Intelligent Network“, The Fundamental Role of Teletraffic in the Evolution of Telecommunications Networks, Proc. of 14th ITC, Antibes Juan-les-Pins, France, J
26、une 1994, pp. 95-104. ETR 116: “Human Factors (HF); Human factors guidelines for ISDN Terminal equipment design“. ETR 329: “Human Factors (HF); Guidelines for procedures and announcements in Stored Voice Services (SVS) and Universal Personal Telecommunication (UPT)“. ET0 96 09 94 04: “Second Interim
27、 Report on Numbering related to the topic of user-friendliness“. 81 i91 lo1 ill 3 3.1 Definitions and abbreviations Definit ions For the purposes of the present document, the following definitions apply: post-dialling delay: for ISDN calls the post-dialling delay is the post-selection delay (en-bloc
28、 sending). For non-ISDN calls the post-dialling delay is the time interval from the caller pressing the last dialled digit or pressing a key to send all the digits of the called number until a call disposition message or signal is received by the calling terminal. Post-Selection Delay (EN-Bloc Sendi
29、ng): the time interval from the instant the first bit of the initial SETUP message containing all the selection digits is passed by the calling terminal to the access signalling system until the last bit of the first message indicating call disposition is received by the calling terminal (ALERTING m
30、essage in case of successful call) (see ITU-T Recommendation E.721 Z). ETNS service: a service that has been assigned a European Service Identity (ESI). ETNS service provider: an entity that provides one or more ETNS service(s) to its ETNS Subscribers on a contractual basis. ETNS subscriber: an enti
31、ty that requests a European Number from a ETNS Service Provider in order to offer access from a Calling Party to an ETNS service. 3.2 Abbreviations For the purposes of the present document, the following abbreviations apply: cc CEC CLI ECC ECNA EN ENTF ESC ES1 ESN ETNS ET0 GSN HF ITU-T Country Code
32、Commission of the European Communities Calling Line Identity European Country Code European Corporate Network Access European Number European Numbering Task Force European Service Code European Service Identity European Subscriber Number European Telephony Numbering Space European Telecommunications
33、 Office Global Service Number Human Factors International Telecommunications Union - Telecommunications (formerly CCITT) ETSI 7 EN 301 104V1.1.1 (1998-10) 4 Structure of ETNS service numbers 4.1 Numbering scheme The ETNS numbering scheme upon which the requirements in the present document are based
34、assumes the use of a specific Country Code (CC) assigned to Europe (CC-388). Subclauses 4.1.1 to 4.1.3 describe this scheme. 4.1.1 European Number (EN) To implement the European Country Code (CC) scheme the allocation of a specific CC is required. The European CC is used to identify a set of ETNS se
35、rvices provided in two or more ETNS countries, instead of designating a specific country. Figure 1 describes the structure of the ETNS number. - - European Number EN Generic structure of EN ES1 IF .- Figure 1: European Number Structure The structure of the EN should not preclude evolution towards a
36、global numbering scheme on a per service basis where this is a requirement. ETNS shall be designed to have a minimum of 100 services and a potential of 10 million subscribers per service if required. The total length of the number shall not exceed 15 digits. 4.1.2 European Service Identity (ESI) An
37、ES1 is assigned to a service or a family of services in some specific cases. An ES1 shall begin with the CC allocated to the ETNS. The length of the ESC can vary between 1 and 4 digits. Examples of ESIs are: - 3883; - 38825: - 388326; - 3885432. The length of the ESIs can either vary with a minimum
38、length of 4 digits (e.g. 388 2) and a maximum of 7 (e.g. (388 2345). In this scheme, there is no problem to find a hundred ESCS. There shall not be any indication of an ETNS service provider in the ESI. ETSI STDmETSI EN 301 LO4-ENGL I1998 m 3400855 0345194 443 m 8 EN 301 104 V1.l.l (1998-10) 4.1.3 E
39、uropean Subscriber Number (ESN) The structure and length of the ESN depends on the service, mostly according to the number of ETNS service providers and to the number of expected subscribers. Initially the numbers length is fixed for any given service, the use of variable length numbers is for furth
40、er study. To reach the goal of 10 million subscribers, the ESN shall be at least 7 digits long. For some services the ESN is not required e.g. access to information services or services that require 2-stage dialling. An ESN can be either structured or unstructured. In an unstructured number, there i
41、s no meaningful information embedded in the number. In a structured number, the first part of the number, called the domain entity, uniquely identifies one ETNS subscriber. By looking at the domain entity, the user would be able to determine who the ETNS subscriber is. 5 5.1 Number formatting User d
42、ialling difficulties Some of the schemes for moving from ETNS services to global services may result in longer numbers and these will reach the ITU-T limit of 15 digits (see ITU-T Recommendation E.164 3). When the need to allocate codes to corporate networks is taken into account, it is likely that
43、European corporate network numbers will be longer than other ETNS numbers and, in some European countries, longer than existing national numbers and longer than existing corporate network numbers. This increased number length, to 14 or 15 digits, will mean that corporate network numbers will be amon
44、gst the most difficult for users to remember and to dial. The corporate network number length problem will only apply to people outside a corporate network trying to access someone within it. For internal calls within a corporate network, people will only have to dial abbreviated codes, and these ne
45、ed be no Ionger than codes used in any similarly sized corporate network not using ETNS numbers. There is very good evidence that dialling accuracy will decrease significantly with number length (see TR 101 056 i). As numbers increase in length and become difficult to memorize the incidence of diall
46、ing errors or of call set-up being terminated by inter-digit time-outs is likely to increase as users repeatedly refer back to printed or written telephone numbers. 5.2 Number presentation For printed material, the issue of how a number should be presented is addressed in ITU-T Recommendation E. 123
47、 4. The Recommendations in this clause are based on the principles contained in ITU-T Recommendation E. 123 4. If someone had to dial a telephone number such as: (00)388522759763456 (the maximum length of a corporate network number if the 15th digit eventually came into use) they would find it impos
48、sible without having the number broken down into smaller groups. To aid the user, telephone numbers are usually broken down into logically significant groups of digits such as the European corporate network access code (including the international prefix), the corporate network identity and finally
49、the number identifying the specific addressable entity e.g.: (00) 3885 272 52273456. This grouping is used both when numbers are written or spoken. It has a clear benefit in aiding the user to read the digits from the page or store them in memory. In addition, where these groups of digits are very familiar e.g. the intemational prefix and, in the future perhaps, the European corporate network access code, they may be treated as discrete “chunks“ rather than individual digits by the users short-term memory. It is also common practice to further di
