SIST ES 202 975 V1.2.1:2009
(Main)Human Factors (HF) - Harmonized relay services
Human Factors (HF) - Harmonized relay services
The present document specifies requirements for relay services provided over telecommunications networks. It is intended to give information suitable for incorporation into contracts between commissioning agents and service providers. The present document is applicable to all kinds of relay services which enable a user with communication related disabilities to converse with another user. It applies to text relay services, speech to speech relay services, sign relay services, lipreading relay services, captioned telephony services, text to text services and facsimile relay services. It specifies requirements for services provided on a full 24 hours basis and also for limited hour services. The present document does not place requirements on network operators
Človeški dejavniki (HF) - Harmonizirane posredovalne funkcije
General Information
Buy Standard
Standards Content (Sample)
ETSI ES 202 975 V1.2.1 (2009-10)
ETSI Standard
Human Factors (HF);
Harmonized relay services
---------------------- Page: 1 ----------------------
2 ETSI ES 202 975 V1.2.1 (2009-10)
Reference
DES/HF-00077
Keywords
relay, service
ETSI
650 Route des Lucioles
F-06921 Sophia Antipolis Cedex - FRANCE
Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16
Siret N° 348 623 562 00017 - NAF 742 C
Association à but non lucratif enregistrée à la
Sous-Préfecture de Grasse (06) N° 7803/88
Important notice
Individual copies of the present document can be downloaded from:
http://www.etsi.org
The present document may be made available in more than one electronic version or in print. In any case of existing or
perceived difference in contents between such versions, the reference version is the Portable Document Format (PDF).
In case of dispute, the reference shall be the printing on ETSI printers of the PDF version kept on a specific network drive
within ETSI Secretariat.
Users of the present document should be aware that the document may be subject to revision or change of status.
Information on the current status of this and other ETSI documents is available at
http://portal.etsi.org/tb/status/status.asp
If you find errors in the present document, please send your comment to one of the following services:
http://portal.etsi.org/chaircor/ETSI_support.asp
Copyright Notification
No part may be reproduced except as authorized by written permission.
The copyright and the foregoing restriction extend to reproduction in all media.
© European Telecommunications Standards Institute 2009.
All rights reserved.
TM TM TM TM
DECT , PLUGTESTS , UMTS , TIPHON , the TIPHON logo and the ETSI logo are Trade Marks of ETSI registered
for the benefit of its Members.
TM
3GPP is a Trade Mark of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners.
LTE™ is a Trade Mark of ETSI currently being registered
for the benefit of its Members and of the 3GPP Organizational Partners.
GSM® and the GSM logo are Trade Marks registered and owned by the GSM Association.
ETSI
---------------------- Page: 2 ----------------------
3 ETSI ES 202 975 V1.2.1 (2009-10)
Contents
Intellectual Property Rights . 6
Foreword . 6
Introduction . 6
1 Scope . 7
2 References . 7
2.1 Normative references . 7
2.2 Informative references . 8
3 Definitions and abbreviations . 8
3.1 Definitions . 8
3.2 Abbreviations . 9
4 General information . 10
4.1 Relay service . 10
4.2 Service types . 10
4.3 Service provision . 11
4.4 Grade of service . 11
4.5 Supplementary services . 11
5 Service requirements . 11
5.1 Text Relay Service . 11
5.1.1 Text/speech conversion . 11
5.1.2 Call set up . 11
5.1.3 Emergency services . 11
5.1.4 Directory enquiry services . 12
5.1.5 Talk through. 12
5.1.6 Voice messaging . 12
5.1.7 Text messaging . 12
5.1.8 General . 12
5.2 Speech to speech relay service . 12
5.2.1 Speech/speech service . 12
5.2.2 Call set up . 12
5.2.3 Emergency services . 13
5.2.4 Directory enquiry services . 13
5.2.5 Voice messaging . 13
5.2.6 General . 13
5.3 Sign relay service . 13
5.3.1 Sign/speech conversion . 13
5.3.2 Sign/text conversion . 13
5.3.3 Call set up . 13
5.3.4 Emergency services . 13
5.3.5 Directory enquiry services . 13
5.3.6 Talk through. 14
5.3.7 Text communication . 14
5.3.8 Voice messaging . 14
5.3.9 Messaging . 14
5.3.10 General . 14
5.4 Lipreading relay service . 14
5.4.1 Speech to lipreading conversion . 14
5.4.2 Lipreading/text conversion . 14
5.4.3 Call set up . 14
5.4.4 Emergency services . 14
5.4.5 Directory enquiry services . 15
5.4.6 Talk through. 15
5.4.7 Voice messaging . 15
5.4.8 Video messaging . 15
ETSI
---------------------- Page: 3 ----------------------
4 ETSI ES 202 975 V1.2.1 (2009-10)
5.4.9 General . 15
5.5 Captioned Telephony Service. 15
5.5.1 Speech to text conversion . 15
5.5.2 Talk through. 15
5.5.3 Call set up . 15
5.5.4 Emergency services . 16
5.5.5 Directory enquiry services . 16
5.5.6 General . 16
5.6 Text to text service . 16
5.6.1 Text to text conversion . 16
5.6.2 Call set up . 16
5.6.3 Emergency services . 16
5.6.4 Directory enquiry services . 16
5.6.5 General . 16
5.7 Facsimile relay services . 17
5.7.1 Fax/speech conversion . 17
5.7.2 Fax/text conversion . 17
5.7.3 General . 17
6 Service provision . 17
6.1 Organization plan . 17
6.2 Quality assurance . 17
6.2.1 The quality organization. . 17
6.2.2 Presentation of the quality assurance program. 17
6.3 Response time . 18
6.3.1 24 hour service . 18
6.3.2 Limited hour service . 18
6.4 Hold . 18
6.5 Traffic recording. 18
6.5.1 Service performance . 18
6.5.2 Call performance . 19
6.6 Billing . 19
6.7 System reliability . 19
6.7.1 Availability . 19
6.7.2 Disaster recovery plan . 19
6.7.3 Fault messages . 19
6.8 Transmission quality . 19
7 Operator aspects . 20
7.1 Operator proficiency requirements . 20
7.2 Operator procedures . 20
7.2.1 Information . 20
7.2.2 Freedom from bias . 20
7.2.3 Assistance . 20
7.2.4 Translation practice. 20
7.2.5 Neutrality . 20
7.2.6 Accuracy . 20
7.3 Confidentiality . 20
7.3.1 Content disclosure . 20
7.3.2 Secrecy . 20
7.3.3 Privacy . 21
7.3.4 Emergencies . 21
7.4 Calls to stored voice services . 21
7.4.1 Interactive services . 21
7.4.2 Data base access . 21
7.5 Profanity, obscenity and illegality . 21
7.5.1 Conversations . 21
7.5.2 Obscenity directed to operator . 21
7.6 Language . 21
7.7 Operator Training requirements . 22
7.8 Operator counselling . 22
8 User aspects . 22
ETSI
---------------------- Page: 4 ----------------------
5 ETSI ES 202 975 V1.2.1 (2009-10)
8.1 Complaints handling. 22
8.2 User information . 22
9 Interoperability . 22
Annex A (informative): Interoperability . 23
A.1 General . 23
A.2 Access specifications . 23
A.2.1 PSTN based voice services . 23
A.2.2 PSTN based text services . 23
A.2.3 IP based text service . 23
A.2.4 IP based Video service . 23
A.2.5 Web based service . 23
A.2.6 Facsimile service . 24
Annex B (informative): Call set up . 25
B.1 General . 25
B.1.1 Three step calling . 25
B.1.2 One step calling . 25
B.1.2.1 Option 1 . 25
B.1.2.2 Option 2 . 26
B.1.2.3 Option 3 . 26
B.1.2.4 Option 4 . 27
B.1.2.5 Option 5 . 27
Annex C (informative): Supplementary services . 28
C.1 General . 28
C.1.1 Calling Line Identification Presentation (CLIP). 28
C.1.2 Connected Line Identification Presentation (COLP) . 28
C.1.3 Call forwarding, to announcement . 28
C.1.3.1 Call forwarding, text announcement . 28
C.1.3.2 Call forwarding, video announcement . 28
C.1.4 Message waiting indication . 28
C.1.5 Alarm calls . 28
C.1.6 Do not disturb . 29
C.1.7 Advice of charge . 29
C.1.8 Call progress information . 29
Annex D (informative): Service funding . 30
Annex E (informative): Bibliography . 31
History . 32
ETSI
---------------------- Page: 5 ----------------------
6 ETSI ES 202 975 V1.2.1 (2009-10)
Intellectual Property Rights
IPRs essential or potentially essential to the present document may have been declared to ETSI. The information
pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found
in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in
respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web
server (http://webapp.etsi.org/IPR/home.asp).
Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee
can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web
server) which are, or may be, or may become, essential to the present document.
Foreword
This ETSI Standard (ES) has been produced by ETSI Technical Committee Human Factors (HF).
Introduction
The present document is based on an TR 101 806 [i.4] which in its turn was based on the Nordic Guidelines [i.9].
The present document responds to the policy objectives set by the European Parliament and Council aiming at an
improved access for people with disabilities to the information society and can increase social cohesion and improve
ebusiness by permitting Small and Medium-sized Enterprises (SMEs) to communicate with disabled customers It will
assist the task of ensuring harmonized provision of relay services throughout the Community.
The present document is intended to promote innovation by providing a standard that can be used in private and public
procurement processes. Therefore, it also assists the implementation of the Public Procurement Directive
(2004/18/EC [i.1]) by providing a harmonized technical specification for the provision of relay services which can be
used to fulfil the requirements of article 23 of the Directive which requires that "technical specifications --- shall be set
out in contract documentation" and states that "…whenever possible these technical specifications should be defined so
as to take into account accessibility criteria for people with disabilities or design for all users".
ETSI
---------------------- Page: 6 ----------------------
7 ETSI ES 202 975 V1.2.1 (2009-10)
1 Scope
The present document specifies requirements for relay services provided over telecommunications networks. It is
intended to give information suitable for incorporation into contracts between commissioning agents and service
providers.
The present document is applicable to all kinds of relay services which enable a user with communication related
disabilities to converse with another user. It applies to text relay services, speech to speech relay services, sign relay
services, lipreading relay services, captioned telephony services, text to text services and facsimile relay services.
It specifies requirements for services provid
...
Final draft ETSI ES 202 975 V1.2.1 (2009-07)
ETSI Standard
Human Factors (HF);
Harmonized relay services
---------------------- Page: 1 ----------------------
2 Final draft ETSI ES 202 975 V1.2.1 (2009-07)
Reference
DES/HF-00077
Keywords
relay, service
ETSI
650 Route des Lucioles
F-06921 Sophia Antipolis Cedex - FRANCE
Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16
Siret N° 348 623 562 00017 - NAF 742 C
Association à but non lucratif enregistrée à la
Sous-Préfecture de Grasse (06) N° 7803/88
Important notice
Individual copies of the present document can be downloaded from:
http://www.etsi.org
The present document may be made available in more than one electronic version or in print. In any case of existing or
perceived difference in contents between such versions, the reference version is the Portable Document Format (PDF).
In case of dispute, the reference shall be the printing on ETSI printers of the PDF version kept on a specific network drive
within ETSI Secretariat.
Users of the present document should be aware that the document may be subject to revision or change of status.
Information on the current status of this and other ETSI documents is available at
http://portal.etsi.org/tb/status/status.asp
If you find errors in the present document, please send your comment to one of the following services:
http://portal.etsi.org/chaircor/ETSI_support.asp
Copyright Notification
No part may be reproduced except as authorized by written permission.
The copyright and the foregoing restriction extend to reproduction in all media.
© European Telecommunications Standards Institute 2009.
All rights reserved.
TM TM TM TM
DECT , PLUGTESTS , UMTS , TIPHON , the TIPHON logo and the ETSI logo are Trade Marks of ETSI registered
for the benefit of its Members.
TM
3GPP is a Trade Mark of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners.
LTE™ is a Trade Mark of ETSI currently being registered
for the benefit of its Members and of the 3GPP Organizational Partners.
GSM® and the GSM logo are Trade Marks registered and owned by the GSM Association.
ETSI
---------------------- Page: 2 ----------------------
3 Final draft ETSI ES 202 975 V1.2.1 (2009-07)
Contents
Intellectual Property Rights . 6
Foreword . 6
Introduction . 6
1 Scope . 7
2 References . 7
2.1 Normative references . 7
2.2 Informative references . 8
3 Definitions and abbreviations . 8
3.1 Definitions . 8
3.2 Abbreviations . 9
4 General information . 10
4.1 Relay service . 10
4.2 Service types . 10
4.3 Service provision . 11
4.4 Grade of service . 11
4.5 Supplementary services . 11
5 Service requirements . 11
5.1 Text Relay Service . 11
5.1.1 Text/speech conversion . 11
5.1.2 Call set up . 11
5.1.3 Emergency services . 11
5.1.4 Directory enquiry services . 12
5.1.5 Talk through. 12
5.1.6 Voice messaging . 12
5.1.7 Text messaging . 12
5.1.8 General . 12
5.2 Speech to speech relay service . 12
5.2.1 Speech/speech service . 12
5.2.2 Call set up . 12
5.2.3 Emergency services . 13
5.2.4 Directory enquiry services . 13
5.2.5 Voice messaging . 13
5.2.6 General . 13
5.3 Sign relay service . 13
5.3.1 Sign/speech conversion . 13
5.3.2 Sign/text conversion . 13
5.3.3 Call set up . 13
5.3.4 Emergency services . 13
5.3.5 Directory enquiry services . 13
5.3.6 Talk through. 14
5.3.7 Text communication . 14
5.3.8 Voice messaging . 14
5.3.9 Messaging . 14
5.3.10 General . 14
5.4 Lipreading relay service . 14
5.4.1 Speech to lipreading conversion . 14
5.4.2 Lipreading/text conversion . 14
5.4.3 Call set up . 14
5.4.4 Emergency services . 14
5.4.5 Directory enquiry services . 15
5.4.6 Talk through. 15
5.4.7 Voice messaging . 15
5.4.8 Video messaging . 15
ETSI
---------------------- Page: 3 ----------------------
4 Final draft ETSI ES 202 975 V1.2.1 (2009-07)
5.4.9 General . 15
5.5 Captioned Telephony Service. 15
5.5.1 Speech to text conversion . 15
5.5.2 Talk through. 15
5.5.3 Call set up . 15
5.5.4 Emergency services . 16
5.5.5 Directory enquiry services . 16
5.5.6 General . 16
5.6 Text to text service . 16
5.6.1 Text to text conversion . 16
5.6.2 Call set up . 16
5.6.3 Emergency services . 16
5.6.4 Directory enquiry services . 16
5.6.5 General . 16
5.7 Facsimile relay services . 17
5.7.1 Fax/speech conversion . 17
5.7.2 Fax/text conversion . 17
5.7.3 General . 17
6 Service provision . 17
6.1 Organization plan . 17
6.2 Quality assurance . 17
6.2.1 The quality organization. . 17
6.2.2 Presentation of the quality assurance program. 17
6.3 Response time . 18
6.3.1 24 hour service . 18
6.3.2 Limited hour service . 18
6.4 Hold . 18
6.5 Traffic recording. 18
6.5.1 Service performance . 18
6.5.2 Call performance . 19
6.6 Billing . 19
6.7 System reliability . 19
6.7.1 Availability . 19
6.7.2 Disaster recovery plan . 19
6.7.3 Fault messages . 19
6.8 Transmission quality . 19
7 Operator aspects . 20
7.1 Operator proficiency requirements . 20
7.2 Operator procedures . 20
7.2.1 Information . 20
7.2.2 Freedom from bias . 20
7.2.3 Assistance . 20
7.2.4 Translation practice. 20
7.2.5 Neutrality . 20
7.2.6 Accuracy . 20
7.3 Confidentiality . 20
7.3.1 Content disclosure . 20
7.3.2 Secrecy . 20
7.3.3 Privacy . 21
7.3.4 Emergencies . 21
7.4 Calls to stored voice services . 21
7.4.1 Interactive services . 21
7.4.2 Data base access . 21
7.5 Profanity, obscenity and illegality . 21
7.5.1 Conversations . 21
7.5.2 Obscenity directed to operator . 21
7.6 Language . 21
7.7 Operator Training requirements . 22
7.8 Operator counselling . 22
8 User aspects . 22
ETSI
---------------------- Page: 4 ----------------------
5 Final draft ETSI ES 202 975 V1.2.1 (2009-07)
8.1 Complaints handling. 22
8.2 User information . 22
9 Interoperability . 22
Annex A (informative): Interoperability . 23
A.1 General . 23
A.2 Access specifications . 23
A.2.1 PSTN based voice services . 23
A.2.2 PSTN based text services . 23
A.2.3 IP based text service . 23
A.2.4 IP based Video service . 23
A.2.5 Web based service . 23
A.2.6 Facsimile service . 24
Annex B (informative): Call set up . 25
B.1 General . 25
B.1.1 Three step calling . 25
B.1.2 One step calling . 25
B.1.2.1 Option 1 . 25
B.1.2.2 Option 2 . 26
B.1.2.3 Option 3 . 26
B.1.2.4 Option 4 . 27
B.1.2.5 Option 5 . 27
Annex C (informative): Supplementary services . 28
C.1 General . 28
C.1.1 Calling Line Identification Presentation (CLIP). 28
C.1.2 Connected Line Identification Presentation (COLP) . 28
C.1.3 Call forwarding, to announcement . 28
C.1.3.1 Call forwarding, text announcement . 28
C.1.3.2 Call forwarding, video announcement . 28
C.1.4 Message waiting indication . 28
C.1.5 Alarm calls . 28
C.1.6 Do not disturb . 29
C.1.7 Advice of charge . 29
C.1.8 Call progress information . 29
Annex D (informative): Service funding . 30
Annex E (informative): Bibliography . 31
History . 32
ETSI
---------------------- Page: 5 ----------------------
6 Final draft ETSI ES 202 975 V1.2.1 (2009-07)
Intellectual Property Rights
IPRs essential or potentially essential to the present document may have been declared to ETSI. The information
pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found
in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in
respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web
server (http://webapp.etsi.org/IPR/home.asp).
Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee
can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web
server) which are, or may be, or may become, essential to the present document.
Foreword
This ETSI Standard (ES) has been produced by ETSI Technical Committee Human Factors (HF), and is now submitted
for the ETSI standards Membership Approval Procedure.
Introduction
The present document is based on an TR 101 806 [i.4] which in its turn was based on the Nordic Guidelines [i.9].
The present document responds to the policy objectives set by the European Parliament and Council aiming at an
improved access for people with disabilities to the information society and can increase social cohesion and improve
ebusiness by permitting Small and Medium-sized Enterprises (SMEs) to communicate with disabled customers It will
assist the task of ensuring harmonized provision of relay services throughout the Community.
The present document is intended to promote innovation by providing a standard that can be used in private and public
procurement processes. Therefore, it also assists the implementation of the Public Procurement Directive
(2004/18/EC [i.1]) by providing a harmonized technical specification for the provision of relay services which can be
used to fulfil the requirements of article 23 of the Directive which requires that "technical specifications --- shall be set
out in contract documentation" and states that "…whenever possible these technical specifications should be defined so
as to take into account accessibility criteria for people with disabilities or design for all users".
ETSI
---------------------- Page: 6 ----------------------
7 Final draft ETSI ES 202 975 V1.2.1 (2009-07)
1 Scope
The present document specifies requirements for relay services provided over telecommunications networks. It is
intended to give information suitable for incorporation into contracts between commissioning agents and service
providers.
The present document is applicable to all kinds of relay services which enable a user with communication related
disabilities to converse with another user. It applies to text relay services, speech to speech relay services, sign relay
services, l
...
Final draft ETSI ES 202 975 V1.1.1 (2008-11)
ETSI Standard
Human Factors (HF);
Harmonized relay services
---------------------- Page: 1 ----------------------
2 Final draft ETSI ES 202 975 V1.1.1 (2008-11)
Reference
DES/HF-00077
Keywords
ICT, interface, user
ETSI
650 Route des Lucioles
F-06921 Sophia Antipolis Cedex - FRANCE
Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16
Siret N° 348 623 562 00017 - NAF 742 C
Association à but non lucratif enregistrée à la
Sous-Préfecture de Grasse (06) N° 7803/88
Important notice
Individual copies of the present document can be downloaded from:
http://www.etsi.org
The present document may be made available in more than one electronic version or in print. In any case of existing or
perceived difference in contents between such versions, the reference version is the Portable Document Format (PDF).
In case of dispute, the reference shall be the printing on ETSI printers of the PDF version kept on a specific network drive
within ETSI Secretariat.
Users of the present document should be aware that the document may be subject to revision or change of status.
Information on the current status of this and other ETSI documents is available at
http://portal.etsi.org/tb/status/status.asp
If you find errors in the present document, please send your comment to one of the following services:
http://portal.etsi.org/chaircor/ETSI_support.asp
Copyright Notification
No part may be reproduced except as authorized by written permission.
The copyright and the foregoing restriction extend to reproduction in all media.
© European Telecommunications Standards Institute 2008.
All rights reserved.
TM TM TM TM
DECT , PLUGTESTS , UMTS , TIPHON , the TIPHON logo and the ETSI logo are Trade Marks of ETSI registered
for the benefit of its Members.
TM
3GPP is a Trade Mark of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners.
ETSI
---------------------- Page: 2 ----------------------
3 Final draft ETSI ES 202 975 V1.1.1 (2008-11)
Contents
Intellectual Property Rights . 6
Foreword . 6
Introduction . 6
1 Scope . 7
2 References . 7
2.1 Normative references . 7
2.2 Informative references . 8
3 Definitions and abbreviations . 8
3.1 Definitions . 8
3.2 Abbreviations . 9
4 General . 10
4.1 Relay service . 10
4.2 Service types . 10
4.3 Service provision . 11
4.4 Grade of service . 11
4.5 Supplementary services . 11
5 Service requirements . 11
5.1 Text Relay Service . 11
5.1.1 Text/speech conversion . 11
5.1.2 Call set up . 11
5.1.3 Emergency services . 12
5.1.4 Directory enquiry services . 12
5.1.5 Talk through. 12
5.1.6 Voice messaging . 12
5.1.7 Text messaging . 12
5.1.8 General . 12
5.2 Speech to speech relay service . 12
5.2.1 Speech/speech service . 12
5.2.2 Call set up . 12
5.2.3 Emergency services . 13
5.2.4 Directory enquiry services . 13
5.2.5 Voice messaging . 13
5.2.6 General . 13
5.3 Sign relay service . 13
5.3.1 Sign/speech conversion . 13
5.3.2 Sign/text conversion . 13
5.3.3 Call set up . 13
5.3.4 Emergency services . 13
5.3.5 Directory enquiry services . 14
5.3.6 Talk through. 14
5.3.7 Text communication . 14
5.3.8 Voice messaging . 14
5.3.9 Messaging . 14
5.3.10 General . 14
5.4 Lipreading relay service . 14
5.4.1 Speech to lipreading conversion . 14
5.4.2 Lipreading/text conversion . 14
5.4.3 Call set up . 14
5.4.4 Emergency services . 15
5.4.5 Directory enquiry services . 15
5.4.6 Talk through. 15
5.4.7 Voice messaging . 15
5.4.8 Video messaging . 15
ETSI
---------------------- Page: 3 ----------------------
4 Final draft ETSI ES 202 975 V1.1.1 (2008-11)
5.4.9 General . 15
5.5 Captioned Telephony Service. 15
5.5.1 Speech to text conversion . 15
5.5.2 Talk through. 16
5.5.3 Call set up . 16
5.5.4 Emergency services . 16
5.5.5 Directory enquiry services . 16
5.5.6 General . 16
5.6 Text to text service . 16
5.6.1 Text to text conversion . 16
5.6.2 Call set up . 16
5.6.3 Emergency services . 16
5.6.4 Directory enquiry services . 17
5.6.5 General . 17
5.7 Facsimile relay services . 17
5.7.1 Fax/speech conversion . 17
5.7.2 Fax/text conversion . 17
5.7.3 General . 17
6 Service provision . 17
6.1 Organization plan . 17
6.2 Quality assurance . 18
6.2.1 The quality organization . 18
6.2.2 Quality assurance program . 18
6.2.3 Presentation of the quality assurance program. 18
6.3 Response time . 18
6.3.1 24 hour service . 18
6.3.2 Limited hour service . 18
6.4 Hold . 19
6.5 Traffic recording. 19
6.5.1 Service performance . 19
6.5.2 Call performance . 19
6.6 Billing . 19
6.7 System reliability . 19
6.7.1 Availability . 19
6.7.2 Disaster recovery plan . 19
6.7.3 Fault messages . 19
6.8 Transmission quality . 20
7 Operator aspects . 20
7.1 Operator proficiency requirements . 20
7.2 Operator procedures . 20
7.2.1 Information . 20
7.2.2 Freedom from bias . 20
7.2.3 Assistance . 20
7.2.4 Translation practice. 20
7.2.5 Neutrality . 20
7.2.6 Accuracy . 20
7.3 Confidentiality . 21
7.3.1 Content disclosure . 21
7.3.2 Secrecy . 21
7.3.3 Privacy . 21
7.3.4 Emergencies . 21
7.4 Calls to stored voice services . 21
7.4.1 Interactive services . 21
7.4.2 Data base access . 21
7.5 Profanity, obscenity and illegality . 21
7.5.1 Conversations . 21
7.5.2 Obscenity directed to operator . 21
7.6 Language . 22
7.7 Operator Training requirements . 22
7.8 Operator counselling . 22
ETSI
---------------------- Page: 4 ----------------------
5 Final draft ETSI ES 202 975 V1.1.1 (2008-11)
8 User aspects . 22
8.1 Charges . 22
8.2 Complaints handling. 22
8.3 User information . 22
9 Interoperability . 23
Annex A (informative): Interoperability . 24
A.1 General . 24
A.2 Minimal set of access requirements . 24
A.2.1 PSTN based voice services . 24
A.2.2 PSTN based text services . 24
A.2.3 IP based text service . 24
A.2.4 IP based Video service . 24
A.2.5 Web based service . 25
A.2.6 Facsimile service . 25
Annex B (informative): Call set up . 26
B.1 General . 26
B.1.1 Three step calling . 26
B.1.2 One step calling . 26
B.1.2.1 Option 1 . 26
B.1.2.2 Option 2 . 27
B.1.2.3 Option 3 . 27
B.1.2.4 Option 4 . 28
B.1.2.5 Option 5 . 28
Annex C (informative): Supplementary services . 29
C.1 General . 29
C.1.1 Calling Line Identification Presentation (CLIP). 29
C.1.2 COnnected Line identification Presentation (COLP) . 29
C.1.3 Call forwarding, to announcement . 29
C.1.3.1 Call forwarding, text announcement . 29
C.1.3.2 Call forwarding, video announcement . 29
C.1.4 Message waiting indication . 29
C.1.5 Alarm calls . 29
C.1.6 Do not disturb . 30
C.1.7 Advice of charge . 30
C.1.8 Call progress information . 30
Annex D (informative): Bibliography . 31
History . 32
ETSI
---------------------- Page: 5 ----------------------
6 Final draft ETSI ES 202 975 V1.1.1 (2008-11)
Intellectual Property Rights
IPRs essential or potentially essential to the present document may have been declared to ETSI. The information
pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found
in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in
respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web
server (http://webapp.etsi.org/IPR/home.asp).
Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee
can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web
server) which are, or may be, or may become, essential to the present document.
Foreword
This ETSI Standard (ES) has been produced by ETSI Technical Committee Human Factors (HF), and is now submitted
for the ETSI standards Membership Approval Procedure.
Introduction
The present document is based on an ETSI Technical Report (TR 101 806 [i.3]: Guidelines for Telecommunications
relay services) which in its turn was based on the Nordic Guidelines.
The present document responds to the policy objectives set by the European Parliament and Council, aiming at an
improved access for people with disabilities to the information society and can increase social cohesion and improve
ebusiness by permitting Small and Medium-sized Enterprises (SMEs) to communicate with disabled customers and will
assist regulatory authorities in their task to ensure the harmonized application of the regulatory framework throughout
the Community as called for in Article 1 of Directive 2002/21/EC [1].
It will provide a tool to enable regulators to ensure that all citizens have access to a universal service specified in
Directive 2002/22/EC [2] and will also permit them to promote the interests of the citizens of the European Union by
addressing the needs of disabled users as called for in Article 8. It will also assist the implementation of Directive
2002/22/EC [2] which, in Article 7, requires member states to take specific measures for disabled users to ensure access
to publicly available telephone services including access to emergency services, directory enquiry services and
directories, equivalent to that enjoyed by other end-users.
The present document will promote innovation by providing a standard that can be used in public procurement
processes. Therefore, it also assists the implementation of the Public Procurement Directive (2004/18/EC) [3] by
providing a harmonized technical specification for the provision of relay services which can be used to fulfil the
requirements of Article 23 of the Directive which requires that "technical specifications - shall be set out in contract
documentation" and states that "…
...
SLOVENSKI STANDARD
SIST ES 202 975 V1.2.1:2009
01-december-2009
ýORYHãNLGHMDYQLNL +) +DUPRQL]LUDQHSRVUHGRYDOQHIXQNFLMH
Human Factors (HF) - Harmonized relay services
Ta slovenski standard je istoveten z: ES 202 975 Version 1.2.1
ICS:
35.020 Informacijska tehnika in Information technology (IT) in
tehnologija na splošno general
SIST ES 202 975 V1.2.1:2009 en
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
---------------------- Page: 1 ----------------------
SIST ES 202 975 V1.2.1:2009
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SIST ES 202 975 V1.2.1:2009
ETSI ES 202 975 V1.2.1 (2009-10)
ETSI Standard
Human Factors (HF);
Harmonized relay services
---------------------- Page: 3 ----------------------
SIST ES 202 975 V1.2.1:2009
2 ETSI ES 202 975 V1.2.1 (2009-10)
Reference
DES/HF-00077
Keywords
relay, service
ETSI
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The copyright and the foregoing restriction extend to reproduction in all media.
© European Telecommunications Standards Institute 2009.
All rights reserved.
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ETSI
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SIST ES 202 975 V1.2.1:2009
3 ETSI ES 202 975 V1.2.1 (2009-10)
Contents
Intellectual Property Rights . 6
Foreword . 6
Introduction . 6
1 Scope . 7
2 References . 7
2.1 Normative references . 7
2.2 Informative references . 8
3 Definitions and abbreviations . 8
3.1 Definitions . 8
3.2 Abbreviations . 9
4 General information . 10
4.1 Relay service . 10
4.2 Service types . 10
4.3 Service provision . 11
4.4 Grade of service . 11
4.5 Supplementary services . 11
5 Service requirements . 11
5.1 Text Relay Service . 11
5.1.1 Text/speech conversion . 11
5.1.2 Call set up . 11
5.1.3 Emergency services . 11
5.1.4 Directory enquiry services . 12
5.1.5 Talk through. 12
5.1.6 Voice messaging . 12
5.1.7 Text messaging . 12
5.1.8 General . 12
5.2 Speech to speech relay service . 12
5.2.1 Speech/speech service . 12
5.2.2 Call set up . 12
5.2.3 Emergency services . 13
5.2.4 Directory enquiry services . 13
5.2.5 Voice messaging . 13
5.2.6 General . 13
5.3 Sign relay service . 13
5.3.1 Sign/speech conversion . 13
5.3.2 Sign/text conversion . 13
5.3.3 Call set up . 13
5.3.4 Emergency services . 13
5.3.5 Directory enquiry services . 13
5.3.6 Talk through. 14
5.3.7 Text communication . 14
5.3.8 Voice messaging . 14
5.3.9 Messaging . 14
5.3.10 General . 14
5.4 Lipreading relay service . 14
5.4.1 Speech to lipreading conversion . 14
5.4.2 Lipreading/text conversion . 14
5.4.3 Call set up . 14
5.4.4 Emergency services . 14
5.4.5 Directory enquiry services . 15
5.4.6 Talk through. 15
5.4.7 Voice messaging . 15
5.4.8 Video messaging . 15
ETSI
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SIST ES 202 975 V1.2.1:2009
4 ETSI ES 202 975 V1.2.1 (2009-10)
5.4.9 General . 15
5.5 Captioned Telephony Service. 15
5.5.1 Speech to text conversion . 15
5.5.2 Talk through. 15
5.5.3 Call set up . 15
5.5.4 Emergency services . 16
5.5.5 Directory enquiry services . 16
5.5.6 General . 16
5.6 Text to text service . 16
5.6.1 Text to text conversion . 16
5.6.2 Call set up . 16
5.6.3 Emergency services . 16
5.6.4 Directory enquiry services . 16
5.6.5 General . 16
5.7 Facsimile relay services . 17
5.7.1 Fax/speech conversion . 17
5.7.2 Fax/text conversion . 17
5.7.3 General . 17
6 Service provision . 17
6.1 Organization plan . 17
6.2 Quality assurance . 17
6.2.1 The quality organization. . 17
6.2.2 Presentation of the quality assurance program. 17
6.3 Response time . 18
6.3.1 24 hour service . 18
6.3.2 Limited hour service . 18
6.4 Hold . 18
6.5 Traffic recording. 18
6.5.1 Service performance . 18
6.5.2 Call performance . 19
6.6 Billing . 19
6.7 System reliability . 19
6.7.1 Availability . 19
6.7.2 Disaster recovery plan . 19
6.7.3 Fault messages . 19
6.8 Transmission quality . 19
7 Operator aspects . 20
7.1 Operator proficiency requirements . 20
7.2 Operator procedures . 20
7.2.1 Information . 20
7.2.2 Freedom from bias . 20
7.2.3 Assistance . 20
7.2.4 Translation practice. 20
7.2.5 Neutrality . 20
7.2.6 Accuracy . 20
7.3 Confidentiality . 20
7.3.1 Content disclosure . 20
7.3.2 Secrecy . 20
7.3.3 Privacy . 21
7.3.4 Emergencies . 21
7.4 Calls to stored voice services . 21
7.4.1 Interactive services . 21
7.4.2 Data base access . 21
7.5 Profanity, obscenity and illegality . 21
7.5.1 Conversations . 21
7.5.2 Obscenity directed to operator . 21
7.6 Language . 21
7.7 Operator Training requirements . 22
7.8 Operator counselling . 22
8 User aspects . 22
ETSI
---------------------- Page: 6 ----------------------
SIST ES 202 975 V1.2.1:2009
5 ETSI ES 202 975 V1.2.1 (2009-10)
8.1 Complaints handling. 22
8.2 User information . 22
9 Interoperability . 22
Annex A (informative): Interoperability . 23
A.1 General . 23
A.2 Access specifications . 23
A.2.1 PSTN based voice services . 23
A.2.2 PSTN based text services . 23
A.2.3 IP based text service . 23
A.2.4 IP based Video service . 23
A.2.5 Web based service . 23
A.2.6 Facsimile service . 24
Annex B (informative): Call set up . 25
B.1 General . 25
B.1.1 Three step calling . 25
B.1.2 One step calling . 25
B.1.2.1 Option 1 . 25
B.1.2.2 Option 2 . 26
B.1.2.3 Option 3 . 26
B.1.2.4 Option 4 . 27
B.1.2.5 Option 5 . 27
Annex C (informative): Supplementary services . 28
C.1 General . 28
C.1.1 Calling Line Identification Presentation (CLIP). 28
C.1.2 Connected Line Identification Presentation (COLP) . 28
C.1.3 Call forwarding, to announcement . 28
C.1.3.1 Call forwarding, text announcement . 28
C.1.3.2 Call forwarding, video announcement . 28
C.1.4 Message waiting indication . 28
C.1.5 Alarm calls . 28
C.1.6 Do not disturb . 29
C.1.7 Advice of charge . 29
C.1.8 Call progress information . 29
Annex D (informative): Service funding . 30
Annex E (informative): Bibliography . 31
History . 32
ETSI
---------------------- Page: 7 ----------------------
SIST ES 202 975 V1.2.1:2009
6 ETSI ES 202 975 V1.2.1 (2009-10)
Intellectual Property Rights
IPRs essential or potentially essential to the present document may have been declared to ETSI. The information
pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found
in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in
respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web
server (http://webapp.etsi.org/IPR/home.asp).
Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee
can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web
server) which are, or may be, or may become, essential to the present document.
Foreword
This ETSI Standard (ES) has been produced by ETSI Technical Committee Human Factors (HF).
Introduction
The present document is based on an TR 101 806 [i.4] which in its turn was based on the Nordic Guidelines [i.9].
The present document responds to the policy objectives set by the European Parliament and Council aiming at an
improved access for people with disabilities to the information society and can increase social cohesion and improve
ebusiness by permitting Small and Medium-sized Enterprises (SMEs) to communicate with disabled customers It will
assist the task of ensuring harmonized provision of relay services throughout the Community.
The present document is intended to promote innovation by providing a standard that can be used in private and public
procurement processes. Therefore, it also assists the implementation of the Public Procurement Directive
(2004/18/EC [i.1]) by providing a harmonized technical specification for the provision of relay services which can be
used to fulfil the requirements of article 23 of the Directive which requires that "technical specifications --- shall be set
out in contract documentation" and states that "…whenever possible these technical specifications should be defined so
as to take into account accessibility c
...
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