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