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. NOTES: 1 The committee responsible for this Standard has commenced work on the preparation of a separate standard for IVR systems–user interface, where the user input is by means of human speech. 2 While this Standard does not incorporate requirements for IVR systems where the user interacts with the IVR using a TTY device and not a telephone, it is recommended that organizations commissioning IVR systems give consideration to enabling their IVR systems to be accessed directly via a TTY device. Users of this Standard who are installing IVR systems are also urged to take into consideration that IVR systems are accessed by some users via a telephone relay service operator who will need to listen to prompts and then type the prompts to the user and obtain responses by the same means prior to making a selection or entering data. The ability to pause the IVR would be of significant assistance to the relay operator in these circumstances and it is recommended that such a facility is included. 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.

First published in Australia as AS 4263(Int)-1994.Jointly revised and designated AS/NZS 4263:1997.Third edition 2003. First published in Australia as AS 4263(Int)-1994. Jointly revised and designated AS/NZS 4263:1997. Third edition 2003.