ISO/IEC INTERNATIONAL STANDARD 13714 First edition 1995-02-01 Information technology Document processing and related communication User interface to telephone-based services Voice messaging applications Technologies de I'information Traitement de documents et communicationconnexe -Interface de I'utilisateuret des services a base de téléphone - Applications de messagerie vocale IEC Tso Reference number ISO/IEC13714:1995(E) Copyright Intermational Organization for Standardization nitted without license from IHS Not for Resale ISO/IEC13714:1995(E) Contents Page 1 Scope 2 Conformance 4 3 Normative references 5 4 Definitions 9 5 Standard elements of user/system dialogue 6 5.1 Voice input 6 5.2 DTMF input 10 5.3 System output 11 5.4 Time-outs 13 5.5 System response times 14 5.6 Basic use of the # and * keys 15 5.7 Language of system prompts 17 6 Call answering 19 7 Voice mail application 24 8 Voice bulletin boards 35 6 Voice message delivery 44 Annex A (informative) Dialogue design guidelines 49 Annex B (informative) Use of this standard for services other than voice messaging 60 ISO/IEC 1995 All rights reserved. Unless otherwise specified, 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 publisher. ISO/IEC Copyright Office · Case Postale 56 · CH-1211 Geneve 20 · Switzerland Printed in Switzerland ii Copyright Intemational Oorganizatin for Standardization No reprodt Not for Resale ISO/IEC13714:1995(E) @ISO/EC List of figures Figure 1- Taxonomy of telephone-based services 2 Figure 2 - The user/system model of this International Standard 3 Figure 3 - Controi menu key ailocations 16 Figure 4 - Sample call flow for call answering 19 Figure 5 - Key allocations before the record tone during call answering 21 Figure 6 - Key allocations after the record tone during call answering 23 Figure 7 - Typical flow for mailbox access 25 Figure 8 - Main menu key allocations 26 Figure 9 - A typical flow for listening to messages 28 Figure 10 - Listen menu key ailocations 30 Figure 11 - Send menu key allocations 32 Figure 12 - Key allocations after the record tone during message recording 33 Figure 13 - Typical flow for access to bulletin boards 36 Figure 14 - Bulletin board main menu key allocations 38 Figure 15 - Typical flow for listening to voice bulletin board messages 39 Figure 16 - Bulletin board listen menu key allocations 41 Figure 17 - Key allocations after the record tone during bulletin board message recording 42 Figure 18 - Key allocations after leaving a recorded message in a bulletin board 43 Figure 19 - Key allocation for post-recording menu commands 45 47 Figure 21 - Key allocations for playback menu commands 48 List of tables Table 1 - Results of user input at the control menu 16 Table 2 - Results of user input before the record tone during call answering 21 Table 3 - Results of user input after the record tone during call answering 22 Table 4 - Results of user input at the main menu 26 Table 5 - Results of user input at the listen menu 29 Table 6 - Results of user input at the send menu 32 Table 7 - Results of user input after the record tone during message recording 33 Table 8 - Functions accessible from the bulletin board main menu 37 Table 9 - Results of user input at the bulletin board listen menu 40 42 Table 11 - Results of user input after leaving a recorded message in a bulletin board 43 Table 12 - Results of user input at the post-recording menu 45 Table 13 - Results of user input after the record tone during message recording 46 Table 14 - Results of user input at the playback menu 48 Table A.1 - Different terms used for the # key 50 Table A.2 - Different terms used for the * key 50 Table A.3 - Suggested time-out durations for different contexts 56 Tabie B.1 - Standard listen/playback functions 60 ili CopyrightIntemational Organizatinfor Standardization g permitted without license fr