1、 ETSI ES 202 975 V2.1.1 (2015-09) ETSI STANDARD Human Factors (HF); Requirements for relay services ETSI ETSI ES 202 975 V2.1.1 (2015-09) 2 Reference RES/HF-00155 Keywords accessibility, HF, ICT, procurement, relay, service ETSI 650 Route des Lucioles F-06921 Sophia Antipolis Cedex - FRANCE Tel.: +3
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7、 all media. European Telecommunications Standards Institute 2015. All rights reserved. DECTTM, PLUGTESTSTM, UMTSTM and the ETSI logo are Trade Marks of ETSI registered for the benefit of its Members. 3GPPTM and LTE are Trade Marks of ETSI registered for the benefit of its Members and of the 3GPP Org
8、anizational Partners. GSM and the GSM logo are Trade Marks registered and owned by the GSM Association. ETSI ETSI ES 202 975 V2.1.1 (2015-09) 3 Contents Contents 3 Intellectual Property Rights 6 Foreword. 6 Modal verbs terminology . 6 Introduction 6 1 Scope 7 2 References 7 2.1 Normative references
9、. 7 2.2 Informative references . 7 3 Definitions and abbreviations . 8 3.1 Definitions . 8 3.2 Abbreviations . 9 4 General information on relay services 10 4.1 A relay service . 10 4.2 Service types 11 4.3 Relay service provision 11 4.4 Service hours . 11 4.5 Supplementary services . 11 4.6 Developm
10、ent directions . 12 5 Relay service requirements 12 5.1 Text relay services . 12 5.1.1 Text/speech conversion 12 5.1.2 Call set up . 12 5.1.3 Talk through . 13 5.1.4 General . 13 5.2 Speech to speech relay services . 13 5.2.1 Speech to speech service 13 5.2.2 Call set up . 13 5.2.3 General . 13 5.3
11、Video relay services . 13 5.3.1 Sign language/speech conversion . 13 5.3.2 Sign/text conversion . 13 5.3.3 Call set up . 13 5.3.4 Talk through . 14 5.3.5 Text communication . 14 5.3.6 General . 14 5.4 Captioned telephony services 14 5.4.1 Speech to text conversion . 14 5.4.2 Talk through . 14 5.4.3
12、Call set up . 14 5.4.4 General . 15 6 Relay service provision 15 6.1 Organization plan . 15 6.2 Quality assurance . 15 6.3 Opening hours 15 6.3.1 24-hour service . 15 6.3.2 Limited-hour service 15 6.4 Answering times 15 6.5 Queue situations . 16 6.6 Call restrictions 16 6.7 Hold . 16 6.7.1 General .
13、 16 ETSI ETSI ES 202 975 V2.1.1 (2015-09) 4 6.7.2 Handling of queue situations at the call destination end 16 6.8 Traffic recording 16 6.8.1 Service performance monitoring 16 6.8.2 Call performance monitoring . 16 6.9 Billing 16 6.10 Lawful interception 17 6.11 System reliability . 17 6.11.1 Availab
14、ility . 17 6.11.2 Service performance management . 17 6.11.3 Error messages . 17 6.11.4 Disaster recovery plan 17 6.12 Transmission quality 17 6.13 Call addressing and service invocation 18 6.14 Interacting relay services . 18 6.15 Emergency service access 18 6.16 Answering machine facility called b
15、y a primary user using a relay service 18 6.17 Answering machine facility in relayed calls to primary users . 19 6.18 Directory enquiry . 19 6.19 Remote interpreting . 19 6.20 Provision of CLI information. 19 7 Communications assistant (including sign language interpreter) aspects 19 7.1 Communicati
16、ons assistants and sign language interpreters . 19 7.2 Proficiency requirements . 19 7.3 Procedures 19 7.3.1 Information . 19 7.3.2 Freedom from bias . 20 7.3.3 Assistance . 20 7.3.4 Sign language interpreters code of practice . 20 7.3.5 Neutrality . 20 7.3.6 Accuracy 20 7.4 Confidentiality . 20 7.4
17、.1 Content disclosure 20 7.4.2 Secrecy . 20 7.4.3 Privacy . 20 7.4.4 Emergencies . 20 7.5 Calls to stored voice services . 20 7.5.1 Interactive services . 20 7.5.2 Access to on-line information, data and services through a voice call . 21 7.6 Profanity, obscenity and illegality . 21 7.6.1 Profanity
18、and obscenity in conversations . 21 7.6.2 Obscenity directed to the communications assistant 21 7.6.3 Illegality . 21 7.7 Language . 21 7.8 Training requirements 21 7.9 Counselling 21 7.10 Working conditions 22 8 User aspects 22 8.1 Accessibility of the means of access to the service 22 8.2 Complain
19、ts handling 22 8.3 User information 22 8.4 Technical information 22 8.5 Testing facilities . 22 9 Interoperability with end user products and services . 23 Annex A (informative): Interoperability 24 A.1 General . 24 A.2 Media specifications 24 A.2.1 Audio 24 A.2.2 Real-time text . 24 A.2.3 Video 24
20、ETSI ETSI ES 202 975 V2.1.1 (2015-09) 5 A.3 Web access. 25 A.4 Relay service provision and access 25 A.5 Access for ICT unsupported by the relay service 25 A.6 General principles for selecting between protocols and calling mechanisms 25 Annex B (informative): Call setup . 26 B.1 General . 26 B.1.1 M
21、ain methods and their attributes 26 B.1.2 Three-step calling . 26 B.1.3 One-step calling . 26 Annex C (informative): Provision of supplementary services . 30 C.1 Supplementary services of relevance to relay services 30 C.1.1 General . 30 C.1.2 Calling Line Identification Presentation (CLI/CLIP) . 30
22、 C.1.3 Connected Line Identification Presentation (COLP) 30 C.1.4 Message waiting indication 30 C.1.5 Call progress information . 30 History 31 ETSI ETSI ES 202 975 V2.1.1 (2015-09) 6 Intellectual Property Rights IPRs essential or potentially essential to the present document may have been declared
23、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 ETSI SR 000 314: “Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in respect of ETSI standards“, which is a
24、vailable from the ETSI Secretariat. Latest updates are available on the ETSI Web server (http:/ipr.etsi.org). 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
25、 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 ETSI Standard (ES) has been produced by ETSI Technical Committee Human Factors (HF). Modal verbs terminology In the present document “shall“, “shall not“, “should“,
26、“should not“, “may“, “need not“, “will“, “will not“, “can“ and “cannot“ are to be interpreted as described in clause 3.2 of the ETSI Drafting Rules (Verbal forms for the expression of provisions). “must“ and “must not“ are NOT allowed in ETSI deliverables except when used in direct citation. Introdu
27、ction The present document is an update of previously published versions and is based on ETSI TR 101 806 i.4. Further significant background and research information about relay services and the development of the original version of the present document can be found in ETSI TR 102 974 i.1. Recent d
28、evelopment in the area has been taken into careful consideration. The present document is intended to support the procurement and provision of accessible and usable relay services. ETSI ETSI ES 202 975 V2.1.1 (2015-09) 7 1 Scope The present document specifies requirements for relay services provided
29、 over ICT networks. It is intended to give information suitable for incorporation into contracts between commissioning agents and relay service providers. The present document is applicable to all kinds of relay services which enable a user with functional limitations related to hearing, vision, spe
30、ech or cognitive functions, or combinations thereof, to converse with other users. The present document applies to text relay services, speech-to-speech relay services, video relay services, and captioned telephony services. Requirements are specified for services provided on a 24/7 basis, as well a
31、s for limited-hour services. The present document does not place requirements on network operators. 2 References 2.1 Normative references References are either specific (identified by date of publication and/or edition number or version number) or non-specific. For specific references, only the cite
32、d version applies. For non-specific references, the latest version of the reference document (including any amendments) applies. Referenced documents which are not found to be publicly available in the expected location might be found at http:/docbox.etsi.org/Reference. NOTE: While any hyperlinks in
33、cluded in this clause were valid at the time of publication, ETSI cannot guarantee their long term validity. The following referenced documents are necessary for the application of the present document. 1 ETSI EN 301 549 (V1.1.2): “Accessibility requirements suitable for public procurement of ICT pr
34、oducts and services in Europe“. 2 Recommendation ITU-T F.700: “Framework Recommendation for multimedia services“. 3 Recommendation ITU-T H.Sup1: “Application profile - Sign language and lip-reading real-time conversation using low bit-rate video communication“. 2.2 Informative references References
35、are either specific (identified by date of publication and/or edition number or version number) or non-specific. For specific references, only the cited version applies. For non-specific references, the latest version of the reference document (including any amendments) applies. NOTE: While any hype
36、rlinks included in this clause were valid at the time of publication, ETSI cannot guarantee their long term validity. The following referenced documents are not necessary for the application of the present document but they assist the user with regard to a particular subject area. i.1 ETSI TR 102 97
37、4: “Human Factors (HF); Telecommunications relay services“. i.2 ETSI EG 201 013: “Human Factors (HF); Definitions, abbreviations and symbols“. i.3 ETSI EG 202 320 (V1.2.1): “Human Factors (HF); Duplex Universal Speech and Text (DUST) communications“. i.4 ETSI TR 101 806 (V1.1.1): “Human Factors (HF)
38、; Guidelines for Telecommunication Relay Services for Text Telephones“. i.5 ETSI TR 102 202 (V1.1.2): “Human Factors (HF); Human Factors of work in call centres“. ETSI ETSI ES 202 975 V2.1.1 (2015-09) 8 i.6 ETSI TS 101 470 (V1.1.1): “Emergency Communications (EMTEL); Total Conversation Access to Eme
39、rgency Services“. i.7 ETSI TS 102 657 (V1.16.1): “Lawful Interception (LI); Retained data handling; Handover interface for the request and delivery of retained data“. i.8 ETSI ES 201 158 (V1.2.1): “Telecommunications security; Lawful Interception (LI); Requirements for network functions“. i.9 ETSI E
40、G 202 116 (V1.1.1): “Human Factors (HF); Guidelines for ICT products and services; “Design for All“. i.10 Recommendation ITU-T F.703: “Multimedia conversational services“. i.11 BT SIN 359: “Text Relay Service description“. NOTE: Available at http:/ i.12 Void. i.13 United Nations: “Convention on the
41、rights of persons with disabilities and optional protocol“. NOTE: Available at http:/www.un.org/disabilities/default.asp?id=150. 3 Definitions and abbreviations 3.1 Definitions For the purposes of the present document, the terms and definitions given in ETSI EG 201 013 i.2 and the following apply: c
42、aptioned telephony: service that assists a deaf or hard of hearing user in a spoken dialogue by providing text captions translating the incoming voice part of the conversation to text NOTE: The service is usually provided through a device with Internet connection capability. commissioning agent: per
43、son or body that procures a relay service from a service provider by means of a purchasing contract Communications Assistant (CA): person working in a relay service with media conversion, as a human intermediary (including sign language interpreters for video relay services) NOTE: Also known as and
44、sometimes called interpreter, operator, call handler, telephone operator, etc. ICT network: technology and resources supporting the connection and operation of interconnected ICT Information and Communication Technology (ICT): technology, equipment, or interconnected system or subsystem of equipment
45、 for which the principal function is the creation, conversion, duplication, automatic acquisition, storage, analysis, evaluation, manipulation, management, movement, control, display, switching, interchange, transmission, reception, or broadcast of data or information NOTE: Examples of ICT are elect
46、ronic content, telecommunications products, computers and ancillary equipment, software, information kiosks and transaction machines, videos, IT services, and multifunction office machines which copy, scan, and fax documents. interacting relay services: relay services connected through a common voic
47、e path, in order to provide connectivity and modality translation between two (or several) primary relay service users lost call: call that cannot be serviced as expected by the users, for reasons internal to the service and outside of control of the users national numbering plan: scheme that struct
48、ures the numbers used and the number space available in a country primary (relay service) user: intended (target) user of a relay service who needs some communication modality conversion support in order to communicate with voice users ETSI ETSI ES 202 975 V2.1.1 (2015-09) 9 NOTE: A primary user can
49、 initiate and receive calls. real-time text: form of text conversation in point-to-point situations or in multipoint conferencing where the text being entered is displayed in such a way that the communication is perceived by the user as being continuous relay service: electronic communications service that enables users of different modes of communication (e.g. text, sign or speech) to interact by providing conversion between different modes of communication, usually through a communications
