EN ISO 9241-154:2013

Ergonomics of human-system interaction - Part 154: Interactive voice response (IVR) applications (ISO 9241-154:2013)

ISO 9241-154:2013 gives guidance on, and requirements for, the user interface design of interactive voice response (IVR) applications. It covers both IVR systems that employ touchtone input and those using automated speech recognition (ASR) as the input mechanism. It is equally applicable to cases in which the caller or the IVR system itself (e.g. in some telemarketing applications) initiates the call. It is intended to be used together with ISO/IEC 13714.

Ergonomie der Mensch-System-Interaktion - Teil 154: Sprachdialogsysteme (ISO 9241-154:2013)

Dieser Teil der ISO 9241 enthält Anleitungen und Empfehlungen zur Gestaltung von Benutzungsschnittstellen von Sprachdialogsystemen. Er behandelt sowohl Sprachdialogsysteme, die das Tonwahlverfahren verwenden als auch die Systeme, die automatische Spracherkennung als Eingabeform verwenden. Er gilt gleichermaßen für Fälle, in denen der Anrufer oder das Sprachdialogsystem selbst (z. B. in einigen Fernsehmarketing-anwendungen) den Anruf initiieren.
Dieser Teil der ISO 9241 soll zusammen mit ISO/IEC 13714 angewendet werden.
ANMERKUNG   Dieser Anwendungsbereich ist daher allgemeiner als der von ISO/IEC 13714, die spezifisch für Sprachmitteilungssysteme gilt.

Ergonomie de l'interaction homme-système - Partie 154: Applications de réponse vocale interactive (RVI) (ISO 9241-154:2013)

L'ISO 9241-154:2013 présente des recommandations et des exigences relatives à la conception de l'interface utilisateur des applications de serveur vocal interactif (SVI). Elle couvre à la fois les systèmes SVI qui utilisent l'entrée de touches et ceux utilisant la reconnaissance automatisée de la parole (RAP) comme un mécanisme d'entrée. Elle est également applicable aux cas où l'appelant ou le système SVI lui-même (par exemple, dans certaines applications de télémarketing) lance l'appel. Elle est destinée à être utilisée conjointement avec l'ISO/CEI 13714.

Ergonomija medsebojnega vpliva človek-sistem - 154. del: Interaktivne aplikacije za glasovni odziv (ISO 9241-154:2013)

Ta del standarda ISO 9241 vsebuje navodila in zahteve za izdelavo uporabniškega vmesnika interaktivnih aplikacij za glasovni odziv (IVR). Zajema interaktivne sisteme za glasovni odziv s tonskim vnašanjem in sisteme, ki za vnos uporabljajo samodejno prepoznavanje govora (ASR). Enako se uporablja za primere, v katerih klic opravi klicatelj ali sam interaktivni sistem za glasovni odziv (npr. v nekaterih telemarketinških aplikacijah). Ta del standarda ISO 9241 je namenjen za uporabo skupaj s standardom ISO/IEC 13714. OPOMBA Področje uporabe tega standarda je tako bolj splošno od področja uporabe standarda ISO/IEC 13714, ki se uporablja posebej za sisteme glasovnega sporočanja.

General Information

• Status: Published
• Publication Date: 12-Feb-2013
• Withdrawal Date: 30-Aug-2013
• ICS: 13.180 - Ergonomics
• ICS: 35.180 - IT Terminal and other peripheral equipment
• ICS: 35.240.99 - IT applications in other fields
• Technical Committee: CEN/TC 122 - Ergonomics
• Drafting Committee: CEN/TC 122/WG 5 - Ergonomics of human-computer interaction
• Current Stage: 6060 - Definitive text made available (DAV) - Publishing
• Start Date: 13-Feb-2013
• Completion Date: 13-Feb-2013
• Ref Project: SIST EN ISO 9241-154:2013 - Ergonomics of human-system interaction - Part 154: Interactive voice response (IVR) applications (ISO 9241-154:2013)

Standards Content (Sample)

SLOVENSKI STANDARD
01-april-2013
(UJRQRPLMDPHGVHERMQHJDYSOLYDþORYHNVLVWHPGHO,QWHUDNWLYQHDSOLNDFLMH
]DJODVRYQLRG]LY,62
Ergonomics of human-system interaction - Part 154: Interactive voice response (IVR)
applications (ISO 9241-154:2013)
Ergonomie der Mensch-System-Interaktion - Teil 154: Dialogführung mittels
Sprachdialogsystemen (ISO 9241-154:2013)
Ergonomie de l'interaction homme-système - Partie 154: Applications de réponse vocale
interactive (RVI) (ISO 9241-154:2013)
Ta slovenski standard je istoveten z: EN ISO 9241-154:2013
ICS:
13.180 Ergonomija Ergonomics
35.240.99 8SRUDEQLãNHUHãLWYH,7QD IT applications in other fields
GUXJLKSRGURþMLK
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

EUROPEAN STANDARD
EN ISO 9241-154
NORME EUROPÉENNE
EUROPÄISCHE NORM
February 2013
ICS 13.180; 35.180
English Version
Ergonomics of human-system interaction - Part 154: Interactive
voice response (IVR) applications (ISO 9241-154:2013)
Ergonomie de l'interaction homme-système - Partie 154: Ergonomie der Mensch-System-Interaktion - Teil 154:
Applications de réponse vocale interactive (RVI) (ISO 9241- Dialogführung mittels Sprachdialogsystemen (ISO 9241-
154:2013) 154:2013)
This European Standard was approved by CEN on 28 December 2012.

CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this European
Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such national
standards may be obtained on application to the CEN-CENELEC Management Centre or to any CEN member.

This European Standard exists in three official versions (English, French, German). A version in any other language made by translation
under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC Management Centre has the same
status as the official versions.

CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania,
Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and United
Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION

EUROPÄISCHES KOMITEE FÜR NORMUNG

Management Centre: Avenue Marnix 17, B-1000 Brussels
© 2013 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN ISO 9241-154:2013: E
worldwide for CEN national Members.

Contents Page
Foreword .3

Foreword
This document (EN ISO 9241-154:2013) has been prepared by Technical Committee ISO/TC 159
"Ergonomics" in collaboration with Technical Committee CEN/TC 122 “Ergonomics” the secretariat of which is
held by DIN.
This European Standard shall be given the status of a national standard, either by publication of an identical
text or by endorsement, at the latest by August 2013, and conflicting national standards shall be withdrawn at
the latest by August 2013.
Attention is drawn to the possibility that some of the elements of this document may be the subject of patent
rights. CEN [and/or CENELEC] shall not be held responsible for identifying any or all such patent rights.
According to the CEN-CENELEC Internal Regulations, the national standards organizations of the following
countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech
Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece,
Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal,
Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom.
Endorsement notice
The text of ISO 9241-154:2013 has been approved by CEN as EN ISO 9241-154:2013 without any
modification.
INTERNATIONAL ISO
STANDARD 9241-154
First edition
2013-02-01
Ergonomics of human-system
interaction —
Part 154:
Interactive voice response (IVR)
applications
Ergonomie de l’interaction homme-système —
Partie 154: Applications de réponse vocale interactive (RVI)
Reference number
ISO 9241-154:2013(E)
©
ISO 2013
ISO 9241-154:2013(E)
© ISO 2013
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form
or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior
written permission. Permission can be requested from either ISO at the address below or ISO’s member body in the country of
the requester.
ISO copyright office
Case postale 56 • CH-1211 Geneva 20
Tel. + 41 22 749 01 11
Fax + 41 22 749 09 47
E-mail [e-mail]
Web www.iso.org
Published in Switzerland
ii © ISO 2013 – All rights reserved

ISO 9241-154:2013(E)
Contents Page
Foreword .v
Introduction .vii
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Conformance . 7
5 Voice messaging systems . 8
6 Information input . 8
6.1 General . 8
6.2 Informing text telephone users of acceptable input types . 8
6.3 Non-duplication of information input . 8
6.4 Using system information to improve efficiency . 8
6.5 Changing information that has been entered . 9
7 Speech input . 9
7.1 Vocabulary choices for speech-enabled IVRs . 9
7.2 Phonetically distinct vocabulary in speech-enabled IVR applications . 9
7.3 State-specific grammar . 9
7.4 Synonyms in grammars . 9
7.5 Use of dynamic grammars .10
7.6 Enrolment .10
7.7 End-pointing and turn-taking .10
7.8 Handling time-outs for speech input .10
7.9 Speech IVRs with touchtone .11
8 Touchtone input .11
8.1 Indicating touchtone capability .11
8.2 Key assignment for delimiters .11
8.3 Pound (“#”) key in fixed length data entry .11
8.4 Handling time-outs for variable length touchtone input .11
8.5 Key assignments for affirmative and negative responses .11
8.6 Key assignment for the human “help” function .12
8.7 Minimization of caller key presses .12
9 Information output .12
9.1 General provisions for prompts and announcements.12
9.2 Construction of prompts and announcements .15
10 Navigation .19
10.1 Skip-forward function .19
10.2 Dial-through and talk-through .19
10.3 Dial-ahead and talk-ahead .20
10.4 Global commands .20
10.5 Barge-in as a default .20
10.6 Restricting barge-in .20
11 Help .20
11.1 Context-sensitive help .20
11.2 Caller-selectable help .20
11.3 Referencing help in initial prompt .21
11.4 Help commands .21
11.5 System-initiated help .
...