1、 International Telecommunication Union ITU-T Y.2216TELECOMMUNICATION STANDARDIZATION SECTOR OF ITU (03/2010) SERIES Y: GLOBAL INFORMATION INFRASTRUCTURE, INTERNET PROTOCOL ASPECTS AND NEXT-GENERATION NETWORKS Next Generation Networks Service aspects: Service capabilities and service architecture NGN
2、 capability requirements to support the multimedia communication centre service Recommendation ITU-T Y.2216 ITU-T Y-SERIES RECOMMENDATIONS GLOBAL INFORMATION INFRASTRUCTURE, INTERNET PROTOCOL ASPECTS AND NEXT-GENERATION NETWORKS GLOBAL INFORMATION INFRASTRUCTURE General Y.100Y.199 Services, applicat
3、ions and middleware Y.200Y.299 Network aspects Y.300Y.399 Interfaces and protocols Y.400Y.499 Numbering, addressing and naming Y.500Y.599 Operation, administration and maintenance Y.600Y.699 Security Y.700Y.799 Performances Y.800Y.899 INTERNET PROTOCOL ASPECTS General Y.1000Y.1099 Services and appli
4、cations Y.1100Y.1199 Architecture, access, network capabilities and resource management Y.1200Y.1299 Transport Y.1300Y.1399 Interworking Y.1400Y.1499 Quality of service and network performance Y.1500Y.1599 Signalling Y.1600Y.1699 Operation, administration and maintenance Y.1700Y.1799 Charging Y.1800
5、Y.1899 IPTV over NGN Y.1900Y.1999 NEXT GENERATION NETWORKS Frameworks and functional architecture models Y.2000Y.2099 Quality of Service and performance Y.2100Y.2199 Service aspects: Service capabilities and service architecture Y.2200Y.2249Service aspects: Interoperability of services and networks
6、in NGN Y.2250Y.2299 Numbering, naming and addressing Y.2300Y.2399 Network management Y.2400Y.2499 Network control architectures and protocols Y.2500Y.2599 Future networks Y.2600Y.2699 Security Y.2700Y.2799 Generalized mobility Y.2800Y.2899 Carrier grade open environment Y.2900Y.2999 For further deta
7、ils, please refer to the list of ITU-T Recommendations. Rec. ITU-T Y.2216 (03/2010) i Recommendation ITU-T Y.2216 NGN capability requirements to support the multimedia communication centre service Summary The objective of Recommendation ITU-T Y.2216 is to identify and describe the service requiremen
8、ts of the multimedia communication centre (MCC) service and related extended or new NGN capability requirements. History Edition Recommendation Approval Study Group 1.0 ITU-T Y.2216 2010-03-16 13 Keywords Capability requirements, MCC service, NGN. ii Rec. ITU-T Y.2216 (03/2010) FOREWORD The Internat
9、ional Telecommunication Union (ITU) is the United Nations specialized agency in the field of telecommunications, information and communication technologies (ICTs). The ITU Telecommunication Standardization Sector (ITU-T) is a permanent organ of ITU. ITU-T is responsible for studying technical, opera
10、ting and tariff questions and issuing Recommendations on them with a view to standardizing telecommunications on a worldwide basis. The World Telecommunication Standardization Assembly (WTSA), which meets every four years, establishes the topics for study by the ITU-T study groups which, in turn, pr
11、oduce Recommendations on these topics. The approval of ITU-T Recommendations is covered by the procedure laid down in WTSA Resolution 1. In some areas of information technology which fall within ITU-Ts purview, the necessary standards are prepared on a collaborative basis with ISO and IEC. NOTE In t
12、his Recommendation, the expression “Administration“ is used for conciseness to indicate both a telecommunication administration and a recognized operating agency. Compliance with this Recommendation is voluntary. However, the Recommendation may contain certain mandatory provisions (to ensure e.g., i
13、nteroperability or applicability) and compliance with the Recommendation is achieved when all of these mandatory provisions are met. The words “shall“ or some other obligatory language such as “must“ and the negative equivalents are used to express requirements. The use of such words does not sugges
14、t that compliance with the Recommendation is required of any party. INTELLECTUAL PROPERTY RIGHTS ITU draws attention to the possibility that the practice or implementation of this Recommendation may involve the use of a claimed Intellectual Property Right. ITU takes no position concerning the eviden
15、ce, validity 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 Recommendation, ITU had not received notice of intellectual property, protected by patents, which may
16、 be required to implement this Recommendation. However, implementers are cautioned that this may not represent the latest information and are therefore strongly urged to consult the TSB patent database at http:/www.itu.int/ITU-T/ipr/. ITU 2010 All rights reserved. No part of this publication may be
17、reproduced, by any means whatsoever, without the prior written permission of ITU. Rec. ITU-T Y.2216 (03/2010) iii CONTENTS Page 1 Scope 1 2 References. 1 3 Definitions 2 3.1 Terms defined elsewhere 2 3.2 Terms defined in this Recommendation . 2 4 Abbreviations and acronyms 3 5 Conventions 3 6 Descri
18、ption of the MCC service . 3 7 Service requirements 5 7.1 Communication requests queuing 5 7.2 Communication control operations for MCC agents 5 7.3 Management operations for supervisors . 6 7.4 Charging . 7 7.5 Quality of service . 7 7.6 MCC agent management 7 7.7 Video sharing between MCC agents a
19、nd customers 7 7.8 Video conferencing 7 7.9 Web and application collaboration . 8 7.10 User context information 8 7.11 Communication congestion handling . 8 8 NGN capability requirements . 9 8.1 MCC application support . 9 8.2 MCC media resource management 11 8.3 MCC communication control . 12 8.4 M
20、CC codec support 13 8.5 MCC quality of service management . 13 9 Security considerations . 13 Rec. ITU-T Y.2216 (03/2010) 1 Recommendation ITU-T Y.2216 NGN capability requirements to support the multimedia communication centre service 1 Scope The objective of this Recommendation is to identify and d
21、escribe the service requirements of the multimedia communication centre (MCC) service and related extended or new NGN capability requirements. The scope of this Recommendation includes: description of the MCC service; service requirements of the MCC service; NGN capability requirements to support th
22、e MCC service. 2 References The following ITU-T Recommendations and other references contain provisions which, through reference in this text, constitute provisions of this Recommendation. At the time of publication, the editions indicated were valid. All Recommendations and other references are sub
23、ject to revision; users of this Recommendation are therefore encouraged to investigate the possibility of applying the most recent edition of the Recommendations and other references listed below. A list of the currently valid ITU-T Recommendations is regularly published. The reference to a document
24、 within this Recommendation does not give it, as a stand-alone document, the status of a Recommendation. ITU-T G.711 Recommendation ITU-T G.711 (1988), Pulse code modulation (PCM) of voice frequencies. ITU-T G.722.2 Recommendation ITU-T G.722.2 (2003), Wideband coding of speech at around 16 kbit/s u
25、sing Adaptive Multi-Rate Wideband (AMR-WB). ITU-T G.723.1 Recommendation ITU-T G.723.1 (2006), Dual rate speech coder for multimedia communications transmitting at 5.3 and 6.3 kbit/s. ITU-T G.729 Annex A Recommendation ITU-T G.729 Annex A (2006), Reduced complexity 8 kbit/s CS-ACELP speech codec. IT
26、U-T H.263 Recommendation ITU-T H.263 (2005), Video coding for low bit rate communication. ITU-T H.264 Recommendation ITU-T H.264 (2005), Advanced video coding for generic audiovisual services. ITU-T M.3050.1 Recommendation ITU-T M.3050.1 (2007), Enhanced Telecom Operations Map (eTOM) The business pr
27、ocess framework. ITU-T Y.2012 Recommendation ITU-T Y.2012 (2006), Functional requirements and architecture of the NGN release 1. ITU-T Y.2201 Recommendation ITU-T Y.2201 (2009), Requirements and capabilities for ITU-T NGN. 2 Rec. ITU-T Y.2216 (03/2010) ITU-T Y.2233 Recommendation ITU-T Y.2233 (2008)
28、, Requirements and framework allowing accounting and charging capabilities in NGN. ITU-T Y.2701 Recommendation ITU-T Y.2701 (2007), Security requirements for NGN release 1. ITU-T Y.2702 Recommendation ITU-T Y.2702 (2008), Authentication and authorization requirements for NGN release 1. ATIS.3GPP.26.
29、071V600-2006 3GPP TS 26.071 V6.0.0 (2004), Mandatory speech CODEC speech processing functions; AMR speech CODEC; General description. GB/T20090.2 GB/T20090.2-2006 (2006), Information Technology Advanced Coding of Audio and Video Part 2: Video. ISO/IEC 14496-2 ISO/IEC 14496-2:2004, Information Techno
30、logy Coding of audio-visual objects Part 2: Visual. TIA-127-C TIA-127-C (2007), Enhanced Variable Rate Codec, Speech Service Options 3, 68, and 70 for Wideband Spread Spectrum Digital Systems. 3 Definitions 3.1 Terms defined elsewhere This Recommendation uses the following term defined elsewhere: 3.
31、1.1 customer ITU-T M.3050.1: The customer buys products and services from the enterprise or receives free offers or services. A customer may be a person or a business. NOTE In MCC service, the customers can experience advanced customer services offered by enterprises communicating through the NGN. 3
32、.2 Terms defined in this Recommendation This Recommendation defines the following terms: 3.2.1 enterprise: The enterprise is responsible for delivering products and services to the customer. NOTE In MCC service, by using the multimedia communication centre capabilities provided by NGN, each enterpri
33、se can provide its own advanced customer services, like business consultation, sales promotion, etc. 3.2.2 MCC agent: An MCC agent is a NGN end-user who acts as an enterprises agent in the MCC service. The MCC agent uses an NGN terminal to communicate with customers and perform communication control
34、 operations, such as holding or transferring communications, etc. 3.2.3 MCC applications: MCC applications are a set of applications provided and deployed by an enterprise in order to support its MCC service offer to its customers. NOTE The MCC applications organize and manage the mechanisms set and
35、 controlled by each enterprise in the MCC service. For example, the mechanisms can allow policy control of communication requests queuing, and management of media resources, etc. MCC applications interact with NGN entities to provide MCC service to customers. 3.2.4 MCC service: A service that enable
36、s customers to have multimedia communications through the NGN with enterprises by multiple means and that provides advanced features for the customer-enterprise interaction. Rec. ITU-T Y.2216 (03/2010) 3 NOTE The multiple means can be multimedia conversational communications, web and application col
37、laboration, content pushing and sharing, etc. Advanced features include enhanced communication control, communication queuing, etc. 4 Abbreviations and acronyms This Recommendation uses the following abbreviations: AMR Adaptive Multi-Rate AMR-WB Adaptive Multi-Rate Wideband ANI Application Network I
38、nterface ASR Automatic Speech Recognition AVS Audio Video coding Standard DTMF Dual Tone Multi-Frequency EVRC Enhanced Variable Rate Codec IM Instant Message IVR Interactive Voice Response IVVR Interactive Voice and Video Response MCC Multimedia Communication Centre MPEG-4 Moving Picture Experts Gro
39、up 4 NAPT Network Address Port Translation NAT Network Address Translation NGN Next Generation Network NNI Network-Network Interface QoS Quality of Service TTS Text to Speech UNI User to Network Interface 5 Conventions In this Recommendation: The keywords “is required to“ indicate a requirement whic
40、h must be strictly followed and from which no deviation is permitted if conformance to this Recommendation is to be claimed. The keywords “is recommended“ indicate a requirement which is recommended but which is not absolutely required. Thus this requirement need not be present to claim conformance.
41、 The keywords “can optionally“ indicate an optional requirement which is permissible, without implying any sense of being recommended. These terms are not intended to imply that the vendors implementation must provide the option and the feature can be optionally enabled by the network operator/servi
42、ce provider. Rather, it means the vendor may optionally provide the feature and still claim conformance with the Recommendation. 6 Description of the MCC service The MCC service provides customers with a way to access information services or customer services of an enterprise. Through the MCC servic
43、e, all communication requests to one enterprise 4 Rec. ITU-T Y.2216 (03/2010) can be centralized and managed efficiently so that enhanced customer services can be provided. Customers can communicate with the enterprises MCC agents and/or interactive voice response/interactive voice and video respons
44、e (IVR/IVVR) system using multiple media. The MCC service also allows enterprises to provide product support or manage information inquiries from customers, as well as to make telemarketing, sales, etc. via outgoing communications. Figure 1 shows an overview of the MCC service and the relationship b
45、etween the various roles in the MCC service. These roles include enterprises, MCC agents, MCC applications, the NGN provider, and customers. In particular, in Figure 1: the “partnership relationship“ between enterprises and the NGN provider means that enterprises use the multimedia communication cen
46、tre capabilities offered by the NGN provider; the “business relationship“ between enterprises and customers means that enterprises provide the customer service through the MCC service, e.g., enterprises do marketing and interact with customers, and customers get product information from the enterpri
47、ses; the “network-end user relationship“ between the NGN provider and customers means that customers are the end users of the NGN. Figure 1 MCC service overview In summary, the MCC service is provided to customers through the support of an NGN provider, enterprise MCC agents and enterprise MCC appli
48、cations. Some features and examples of MCC service operations are given below: Each enterprise deploys a number of MCC agents. In case none of the MCC agents is available to answer to a communication request, the MCC service supports the communication request waiting Rec. ITU-T Y.2216 (03/2010) 5 in
49、 queuing lines. Different types of communication requests are queued in different queuing lines associated to different groups of agents. For example, a customers communication request for product purchase is queued in the queuing line associated to the group of MCC agents in charge of product sales. Each enterprise may have several groups of MCC agents in charge of different types of communication requests from customers. MCC agents may be managed by supervisors.
