AS/NZS 4263:1997

1 - AS/NZS 4263:1997 INTERACTIVE VOICE RESPONSE SYSTEMS - USER INTERFACE - DUAL TONE MULTI FREQUENCY (DTMF) SIGNALLING
4 - PREFACE
5 - CONTENTS
6 - FOREWORD
8 - SECTION 1 SCOPE AND GENERAL
8 - 1.1 SCOPE
8 - 1.2 APPLICATION
8 - 1.3 REFERENCED AND RELATED DOCUMENTS
8 - 1.3.1 Referenced documents
8 - 1.3.2 Related documents
9 - 1.4 DEFINITIONS
9 - 1.4.1 Command
9 - 1.4.2 Data input
9 - 1.4.3 Decadic signalling
9 - 1.4.4 Delimit*
9 - 1.4.5 Dual tone multi frequency (DTMF) signalling
9 - 1.4.6 Feedback*
9 - 1.4.7 Interactive voice response (IVR) system or service*
9 - 1.4.8 Integrated services digital network (ISDN)
9 - 1.4.9 Interrupt capability
9 - 1.4.10 Key-ahead
10 - 1.4.11 Key-press*
10 - 1.4.12 Menu**
10 - 1.4.13 Prompt*
10 - 1.4.14 Public switched telephone network (PSTN)
10 - 1.4.15 System
10 - 1.4.16 Timeout*
10 - 1.4.17 User
11 - SECTION 2 DTMF INPUT
11 - 2.1 GENERAL
11 - 2.2 COMMANDS
11 - 2.3 INTERRUPT CAPABILITY
11 - 2.4 KEY-AHEAD
11 - 2.5 USE OF # KEY
11 - 2.5.1 Input delimiter
11 - 2.5.2 Recording delimiter
11 - 2.5.3 Skip
11 - 2.5.4 Decimal point
11 - 2.6 USE OF * KEY
11 - 2.6.1 General
12 - 2.6.2 Basic use of *
12 - 2.6.3 Extended use of *
12 - 2.7 CONSIDERATION OF NUMERIC KEYS IN NON-DATA FIELDS
12 - 2.7.1 Use of 0 (zero) key
13 - 2.7.2 Use of the 9 key for disconnecting the call
13 - 2.8 TEXT ENTRY
13 - 2.8.1 General
13 - 2.8.2 Single key-press per character
14 - 2.8.3 Multi key-presses per character
14 - 2.9 KEY ALLOCATIONS
14 - 2.9.1 Yes/No response
14 - 2.9.2 Signalling indication
15 - SECTION 3 SYSTEM OUTPUT
15 - 3.1 GENERAL
15 - 3.2 STATEMENT PHRASING
15 - 3.3 OUTPUT OF DIGIT STRINGS
15 - 3.4 MENUS
16 - 3.5 NOMENCLATURE
16 - 3.5.1 General
16 - 3.5.2 Symbols
16 - 3.5.3 Preferred nomenclature
16 - 3.6 ERROR MESSAGES
17 - 3.7 HELP MESSAGES
17 - 3.8 LANGUAGE LOCALIZATION
17 - 3.9 NON-INTERRUPTIBILITY
17 - 3.10 CONFIRMATORY MESSAGE
18 - SECTION 4 TIMEOUTS AND ERRORS
18 - 4.1 GENERAL
18 - 4.2 NO INPUT TIMEOUT
18 - 4.3 INTER-KEY TIMEOUT
18 - 4.4 REPEATED TIMEOUTS OR ERRORS
18 - 4.5 TIMEOUT VALUES
19 - APPENDIX A - GUIDELINES FOR IVR SYSTEMS ACCEPTING INPUT IN BOTH DTMF AND DECADIC PULSE SIGNALLING
19 - A1 INTRODUCTION
19 - A2 DECADIC SIGNALLING PRINCIPLES
19 - A3 POST CALL ESTABLISHMENT DECADIC SIGNALLING
19 - A4 DETECTING NOISE CLICKS
20 - A5 USING DETECTION EQUIPMENT
20 - A6 KEY ASSIGNMENTS FOR DECADIC SIGNALLING SYSTEMS
21 - APPENDIX B - UNAMBIGUOUS ALPHA-NUMERIC ENTRY VIA A DTMF TELEPHONE KEYPAD
21 - B1 BACKGROUND
21 - B2 APPLICATIONS
21 - B3 METHODS
21 - B4 TWO-KEY METHOD
21 - B5 REPEAT-KEY METHOD
22 - B6 CHARACTERISTICS COMMON TO BOTH METHODS
22 - B6.1 Time independent
22 - B6.2 Help/operator
22 - B6.3 Use of *
22 - B6.4 Special characters
22 - B6.5 Enabling alpha mode
23 - B6.6 Feedback of accepted characters
23 - B6.7 Additional functions
23 - B7 AUDITORY FEEDBACK
23 - B8 KEYPAD LAYOUT IDENTIFICATION

Specifies improved requirements for the design of the user interface in IVR systems where the user input to the system is signalled by DTMF tones.

This Standard specifies requirements for the design of the user interface in Interactive Voice Response (IVR) systems where the user input to the system is signalled by DTMF tones.The IVR system output is presented as audible signals or voice (whether live, recorded, digitized or synthesized) carried over an interactive telecommunications medium (whether public or private or a combination of both, or whether wired or wireless) including the PSTN or ISDN.This Standard does not cover application, processing and service content.NOTE: Until the penetration of DTMF-capable telephones is more widespread, some IVR service providers will wish to implement systems that can be accessed by users with either DTMF or decadic telephones. Also, industry expects the application of speech recognition as an input mode to IVR systems to grow. Guidelines for IVR systems accepting input in both DTMF and decadic pulse signalling are given in Appendix A.

Amendment 1 to AS/NZS 4263:1997 see DR 98373 CP. Under Revision see DR 02241 First published in Australia as AS 4263(Int)-1994.
Jointly revised and designated AS/NZS 4263:1997.