SIST ETS 300 738 E1:2003

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.Human Factors (HF); Minimum Man-Machine Interface (MMI) to public network based supplementary services33.040.35Telefonska omrežjaTelephone networksICS:Ta slovenski standard je istoveten z:ETS 300 738 Edition 1SIST ETS 300 738 E1:2003en01-december-2003SIST ETS 300 738 E1:2003SLOVENSKI
STANDARD
EUROPEANETS 300 738TELECOMMUNICATIONJune 1997STANDARDSource: ETSI TC-HFReference: DE/HF-01017ICS:33.020Key words:MMI, network, public, supplementary serviceHuman Factors (HF);Minimum Man-Machine Interface (MMI) to public network basedsupplementary servicesETSIEuropean Telecommunications Standards InstituteETSI SecretariatPostal address: F-06921 Sophia Antipolis CEDEX - FRANCEOffice address: 650 Route des Lucioles - Sophia Antipolis - Valbonne - FRANCEX.400: c=fr, a=atlas, p=etsi, s=secretariat - Internet: secretariat@etsi.frTel.: +33 4 92 94 42 00 - Fax: +33 4 93 65 47 16Copyright Notification: No part may be reproduced except as authorized by written permission. The copyright and theforegoing restriction extend to reproduction in all media.© European Telecommunications Standards Institute 1997. All rights reserved.SIST ETS 300 738 E1:2003

Page 2ETS 300 738: June 1997Whilst every care has been taken in the preparation and publication of this document, errors in content,typographical or otherwise, may occur. If you have comments concerning its accuracy, please write to"ETSI Editing and Committee Support Dept." at the address shown on the title page.SIST ETS 300 738 E1:2003

Page 3ETS 300 738: June 1997ContentsForeword.5Introduction.51Scope.72Normative References.73Definitions, Abbreviations and Symbols.83.1Definitions.83.2Abbreviations.113.3Symbols.124The Minimum Man-Machine Interface.125Information before a control action.135.1Information before a service can be used.135.1.1Descriptive information.145.1.1.1Supporting descriptive information.145.1.2Procedural information.145.1.2.1Supporting procedural information.155.2Information before a service is activated, deactivated or invoked.165.2.1Information on the operational state of the service.165.2.1.1When no services are operational.165.2.1.2When a service/s is operational during idle.165.2.1.3When a service/s becomes operational during a call set-up or during a call.175.2.1.4When a service/s becomes operational during alerting.176Control action.176.1Command Dialogue Format.186.1.1Service Code Command.186.1.1.1Service Prefix.196.1.1.2Service code.196.1.1.3Separator.196.1.1.4Supplementary Information.206.1.1.5Service suffix.206.1.1.6Start or finish command.206.1.2Switching order command.216.1.2.1Switching order.216.1.2.2Separator.236.1.2.3Supplementary information.236.1.2.4Start or finish command.236.1.3Abbreviated dialling command.236.1.3.1Abbreviated number.236.1.3.2Service suffix.236.1.3.3Start and finish commands.236.1.4Alphanumeric command.246.1.4.1Alphanumeric string.246.1.4.2Supplementary Information.246.1.4.3Start and finish commands.246.2Interactive dialogue format.246.2.1Control Type and Information Format.256.2.2Control concatenation.256.2.3Time-outs.26SIST ETS 300 738 E1:2003

Page 4ETS 300 738: June 19977The information after a control action.267.1Information provided to support a command dialogue.267.1.1Information provided to support a service code command.277.1.1.1Activation with registration, or activation only.277.1.1.2Invocation and disabling.277.1.1.3Interrogation.287.1.1.4Deactivation with erasure, or erasure only.287.1.1.5Registration only.287.1.1.6Deactivation without erasure.287.1.1.7Command errors.297.1.2Information provided to support a switching order command.297.1.2.1Switching order 0.297.1.2.2Switching order 1 or 1N.307.1.2.3Switching order 2 or 2N.317.1.2.4Switching order 3.317.1.2.5Switching order 4.317.1.2.6Switching order 5.327.1.2.7Switching order 8.327.1.3Information provided to support an abbreviated dialling command.337.1.4Information provided to support an alphanumeric command.337.2Information provided to support an interactive dialogue.337.3Information provided to support a third party user.337.3.1Information provided to support an incoming call barring, call deflection orcall forwarding service.347.3.2Information provided to support a multiparty service.348Compliance.348.1Compliance testing a minimum MMI based on the command dialogue format.368.2Compliance testing a minimum MMI based on the interactive dialogue format.36Annex A (informative):The service codes.37A.1Introduction.37A.2The service code tables.37Annex B (informative):Bibliography.48History.51SIST ETS 300 738 E1:2003

Page 5ETS 300 738: June 1997ForewordThis European Telecommunication Standard (ETS) on a minimum Man-Machine Interface for access andcontrol of supplementary services has been produced by the Human Factors (HF) Technical Committee ofthe European Telecommunications Standards Institute (ETSI).Transposition datesDate of adoption:23 May 1997Date of latest announcement of this ETS (doa):30 September 1997Date of latest publication of new National Standardor endorsement of this ETS (dop/e):31 March 1998Date of withdrawal of any conflicting National Standard (dow):31 March 1998NOTE: This ETS is intended to replace CEPT T/CAC 02 (formerly CEPT T/SF 2).IntroductionThis ETS has been developed in response to the rapid growth of telecommunications networks andservices, and the increasing mobility of the human user, both within and between networks.The initial stimulus for the work was the recognition that two complementary networks were developing thesame, or a very similar, set of supplementary services with significantly different Man-Machine Interfaces(MMIs). At least two different MMIs, based on the 12 keys (0 - 9, * and #) have been defined forsupplementary services provided within European public networks (CEPT Recommendation
T/CAC0 2 [12] and ETS 300 511 [13]), and yet a third non-standard MMI was in common use by a number ofEuropean public network operators (ETR 261 [14]). See annex B for a Bibliography which gives thesereferences in full. In addition, a European service provider has introduced a new code scheme, based onan all numeric syntax, for some of its services. At the same time there was increasing recognition that theexisting minimum Man­Machine Interface for the access and control of these services did not offer anadequate level of usability.To address these concerns, this ETS describes a minimum MMI for the access and control ofsupplementary services within the public telecommunications networks, fixed and mobile, analogue anddigital.Its purpose is to provide a consistent set of user control procedures that will ensure that the access andcontrol of public network based supplementary services can be harmonized, such that a user can accessand control the same service in the same way irrespective of the public network providing the service, orof the terminal providing access to it (ITU-T Recommendation E.330 [15]). Its purpose is also to ensurethat the user is consistently provided with the necessary information both before and during access andcontrol of a service to establish a minimum acceptable level of usability.SIST ETS 300 738 E1:2003

Page 6ETS 300 738: June 1997SIST ETS 300 738 E1:2003

Page 7ETS 300 738: June 19971ScopeThis European Telecommunication Standard (ETS) defines the minimum MMI for use to gain access toand control of supplementary services within public telecommunications networks. It describes therequirements to be met jointly by the service provider, the network operator and the terminal manufacturernecessary to ensure provision of the minimum MMI.This ETS applies to network based supplementary services provided within:-the Public Switched Telephone Network (PSTN);-the Integrated Services Digital Network (ISDN);-the analogue Public Land Mobile Networks (PLMN), including: Total Access CommunicationSystems (TACS), Extended Total Access Communication Systems (ETACS) and Nordic MobileTelephone System (NMT);-the Global System for Mobile Communications Public Land Mobile Network (GSM - PLMN),including the Digital Cellular System (DCS) 1800;– the Trans-European Trunked Radio system (TETRA);-Satellite Personal Communications Service (S-PCS);-Universal Mobile Telecommunications System (UMTS);-Universal Personal Telecommunications (UPT).This ETS does not apply to supplementary services provided within private telecommunications networks,but will apply to public network based services accessed from a private network.This ETS does not apply to supplementary services that are provided by private networks (or servers)which are attached to the public network and can be accessed from it.This ETS applies to all telecommunications terminals that are intended to access the supplementaryservices provided within the public networks.2Normative ReferencesThis ETS incorporates by dated and undated reference provisions from other publications. Thesenormative references are cited at the appropriate places in the text and the publications are listedhereafter. For dated references, subsequent amendments to or revisions of any of these publicationsapply to this ETS only when incorporated in it by amendment or revision. For undated references the latestedition of the publication referred to applies.[1]ETR 095 (1993): "Human Factors (HF); Guide for usability evaluation oftelecommunications systems and services".[2]ETR 096 (1993): "Human Factors (HF); Phone based interfaces (PBI) Humanfactors guidelines for the design of minimum phone based user interface tocomputer services".[3]ETR 116 (1994): "Human Factors (HF); Human factors guidelines for ISDNterminal equipment design".[4]ETR 329 (1996): "Human Factors (HF); Guidelines for procedures andannouncements in Stored Voice Services (SVS) and Universal PersonalTelecommunication (UPT)".[5]ITU-T Recommendation E.161: "Arrangement of figures, letters and symbols ontelephones and other devices that can be used for gaining access to atelephone network".SIST ETS 300 738 E1:2003

Page 8ETS 300 738: June 1997[6]ITU-T Recommendation E.182: "Application of tones and recordedannouncements in telephone services".[7]ITU-T Recommendation E.183: "Guiding principles for telephoneannouncements".[8]ITU-T Recommendation F.902: "Interactive services design guidelines".[9]ITU-T Recommendation G.115: "Mean active speech level for announcementsand speech synthesis systems".[10]ITU-T Recommendation I.210: "Principles of telecommunication servicessupported by an ISDN and the means to describe them".[11]ITU-T Recommendation Q.932: "Generic procedures for the control of ISDNsupplementary services".[12]CEPT Recommendation T/CAC 0 2 (formerly T/SF 2): "Subscriber controlprocedures for supplementary services in modern telecommunication systems".[13]ETS 300 511: "European digital cellular telecommunications system (phase 2):Man­Machine Interface (MMI) of the Mobile Station (MS) (GSM 02.30)".[14]ETR 261: "Human Factors (HF); Assessment and definition of a harmonizedminimum Man­Machine Interface (MMi) for accessing and controlling publicnetwork based telecommunication services - Final Report"; 7 parts.[15]ITU-T Recommendation E.330: "User control of ISDN - Supported Services".3Definitions, Abbreviations and Symbols3.1DefinitionsFor the purposes of this ETS, the following definitions apply:activation: An action taken by a user or by a service provider to change the state of a service frominactive to active. For example, to activate (switch on) call waiting enables the call waiting indication andservice to be invoked by the service provider whenever a call is presented to a busy terminal.command dialogue: A dialogue format which enables user commands to control a supplementaryservice by entering the complete string of information necessary to execute the required service function.The service's response will either confirm the execution of the service function, or confirm an errorcondition. The service's response does not include a prompt for further information. See InteractiveDialogue.control action: A user input to a telecommunication terminal, network or service that is intended tochange the state of the terminal, network or service as part of a man­machine interface to gain access toand control of a telecommunication service.data check: The interrogation function that compares data input by a user during an interrogationprocedure with the data stored with respect to a service. For example, to confirm a Personal IdentityNumber (PIN) or other secure data item.data request: The interrogation function that enables a user to obtain information on the existing datastored with respect to a service.deactivation: An action taken by a user or by a service provider to change the status of a service fromactive to inactive. For example, to deactivate (switch off) call waiting means the call waiting indication andservice will not be invoked by the service provider whenever a call is presented to a busy terminal.SIST ETS 300 738 E1:2003

Page 9ETS 300 738: June 1997descriptive information: Information provided for the subscriber and user which describes aspects of asupplementary service that are necessary for, or supportive to, the usage of the service; but whichexcludes the control procedures required to operate the service. See Procedural Information.disabling: An action taken by a user on a per call basis to prevent (i.e. temporarily suspend) the action ofa supplementary service. For example, to switch off CLIR and allow the sending of Calling LineIdentification information for the current call, although Calling Line Identification Restriction (CLIR) isnormally active.en-bloc dialling: From a user's perspective, the form of dialling where a user inputs an address orsupplementary service command before going off-hook or "sending" it to the network. The address orcommand may or may not be available to the user for editing before the user goes off-hook or "sends" theinformation to the network.erasure: An action taken by a user or by a service provider to delete data stored against a particularservice by a previous registration.feedback: Information, with respect to the state of the system (terminal, network, or service), that isprovided to a user in response to their previous control action. Feedback includes confirmation indications,error indications, and status information, as well as implicit or explicit guidance information that furthercontrol action may, or may not, be required. See also Prompts and ITU-T Recommendation F.902 [8].functional protocol: A generic form of protocol for sending information from the user’s equipment (i.e. aterminal) to a network or service provider, which implies in this case, that the user’s equipment hasknowledge of the supplementary service. In effect the terminal translates the users commands intospecific supplementary service function related signals that the network or service provider can interpret.(See also ITU-T Recommendation Q.932 [11]).interactive dialogue: A dialogue format which enables user commands to control a supplementaryservice by entering a sequence of information strings in response to prompts, from the terminal, networkor supplementary service, to compile the full information necessary to execute a service function. Theservice's response will either confirm the execution of the service function, or confirm an error conditionand may include a prompt for further information or offer help facilities.interrogation: An action taken by a user to request information from a service provider relating to aparticular service. For the purposes of this ETS, the interrogation function shall include Status Check,Data Request and enable Data Check.invocation: An action taken by a user or by a service provider to execute a specific service function withinreal time. For example, by a service provider forwarding an incoming call for a user who has activated thecall forwarding service and registered a forwarding-to number; by a user invoking an active call transferservice when the two current calls are in the relevant states (see table 6 in subclause 7.1.2.5); or by auser, on a per call basis, to invoke (i.e. temporarily activate) a supplementary service, e.g. to switch onCLIR and allow the restriction of Calling Line Identification information for the current call, although CallingLine Identification Restriction is NOT normally active.man-machine interface: The interface through which a user communicates with a telecommunicationsterminal or via a telecommunications terminal to a telecommunications service provider. Thecommunication is bi-directional and includes the information presented to the user before a control action,the control actions initiated by the user and the information presented to the user after a control action.network operator: The entity which provides the telecommunications network offering connection to theservice provider. For the purposes of this ETS the network operator may be one or many, between a userand a "supplementary service" service provider, and should also include any telecommunicationsinfrastructure providers.overlap dialling: From a user's perspective, the form of dialling where a user goes off-hook and theninputs the address or supplementary service command digit by digit.procedural information: Information provided for the subscriber and user which describes the usercontrol procedures required to operate a supplementary service correctly, including control proceduresrequired to recover from user errors. See Descriptive Information.SIST ETS 300 738 E1:2003

Page 10ETS 300 738: June 1997prompts: Information presented to a user that a specific service state is current and that a control actionis expected in order for the service state to be changed.provision: An action taken by a service provider to make a service available to a subscriber. Provisionmay be general (where the service is made available to all subscribers without prior arrangement with theservice provider) or pre-arranged (where the service is made available to specific subscribers only afterprior arrangements are made with the service provider).register recall: A control defined by ITU-T Recommendation
E.161 [5] to enable a user to signal to thelocal exchange within a fixed network during a call.registration: An action taken by a user or by a service provider to store specific data necessary to enablesubsequent operation of a service. For example, the "forwarding-to number" in the Call ForwardingUnconditional service.separator: A one character string, the star (*) symbol, used within a command dialogue control action toseparate two digit strings. The digit strings may be a service code or a supplementary information string.service code: A two or three digit string used within a command dialogue control action to identify asupplementary service.service prefix: A one or two character string composed entirely of the star (*) or square (#) symbols andused to define which of a set of functions should be applied to a service, within a command dialoguecontrol action.service provider: The entity which provides one or more supplementary services to a user. The networkoperator may be the service provider.service suffix: A one character string, the square (#) symbol, used within a command dialogue controlaction to define the end of the command string.status check: The interrogation function that enables a user to request information on the existing statusof a designated service.stimulus protocol: A generic form of protocol for sending information from the user’s equipment (i.e. aterminal) to a network or service provider, which implies in this case, that the user’s equipment does notrequire any knowledge of the supplementary service. In effect the terminal is transparent to the user'scommands. (See also ITU-T Recommendation Q.932 [11]).subscriber: The person or organisational body who has made arrangements with a network operator tohave connection with a telecommunications network and who may make arrangements for the provisionof telecommunications services via that network with a service provider.supplementary information: A digit, symbol and/or letter string of undefined length used within a controlcommand sequence to transfer data to the supplementary service provider.supplementary service: A supplementary service modifies or supplements a basic telecommunicationservice. Consequently, it cannot be offered to a customer as a stand-alone service. It must be offeredtogether with or in association with a basic telecommunication service. The same supplementary servicemay be common to a number of telecommunication services. See ITU-T Recommendation I.210 [10].supplementary service functions: The collection of functions that are commonly applied insupplementary services including: Activation, Deactivation, Disabling, Erasure, Interrogation, Invocation,Provision, Registration and Withdrawal. Two of these, Provision and Withdrawal, are usually handled atsubscription and do not usually require a user interface. These nine functions can be viewed hierarchicallyand reciprocally as shown in figure 1.SIST ETS 300 738 E1:2003

Page 11ETS 300 738: June 1997ProvisionWithdrawalRegistrationErasureActivationDeactivationInvocationDisablingInterrogationFigure 1: Supplementary service functions, hierarchical and reciprocal viewswitching order: A one or two digit string used within a command dialogue control action to identify atelecommunications order.syntax: The particular sequence of service prefix, service code, switching order, separator,supplementary information, service suffix, etc. specified for a command dialogue information string.third party user: The person who interacts with or may be affected by a supplementary service which hasbeen activated, invoked, disabled, or deactivated, by another person. For example, the third party usermay be calling a person who has activated a call forwarding service, or he may be one of the non-controlling parties involved in a multi-party call (e.g. Call Waiting, Hold, Explicit Call Transfer, 3-PartyConference, etc.).usability: The effectiveness, efficiency and satisfaction with which specified users can achieve specifiedgoals (tasks) in a particular environment, see ETR 116 [3]. In telecommunications usability should alsoinclude the concepts of learnability and flexibility; and reference to the interaction of more than one user(the A and B parties) with each other and with the telecommunications system, see ETR 095 [1].user: The person who uses a telecommunications terminal to gain access to and control of atelecommunications service, in this case a supplementary service. The user may or may not be theperson who has subscribed to the provision of the service. Also, the user may or may not be a person withan impairment, e.g. an elderly or disabled person.withdrawal: An action taken by a service provider to make a service unavailable to a subscriber.Withdrawal may be general (where the service is removed from all subscribers previously provided withthe service) or specific (where the service is removed from individual subscribers previously provided withthe service).3.2AbbreviationsFor the purposes of this ETS, the following abbreviations apply:3PTYThree Party ConferenceANAbbreviated NumberAOC-DAdvice of Charge - During a CallAOC-EAdvice of Charge - at End of CallAOC-SAdvice of Charge - at Start of CallASAlphanumeric StringCCBSCompletion of Call to Busy SubscriberCCNRCompletion of Call on No ReplyCDCall DeflectionCFBCall Forwarding on BusyCFNRCall Forwarding on No ReplyCFUCall Forwarding UnconditionalCLIPCalling Line Identification PresentationCLIRCalling Line Identification RestrictionCOLPConnected Line Identification PresentationCOLRConnected Line Identification RestrictionCONFConference Call, Add-onCWCall WaitingDCS 1800Digital Cellular System 1800DTMFDual Tone Multi-frequencyECTExplicit Call TransferSIST ETS 300 738 E1:2003

Page 12ETS 300 738: June 1997ETNOEuropean public Telecommunications Network Operators’ AssociationFLMPTSFuture Land Mobile Public Telecommunications SystemGSMGlobal System for Mobile CommunicationsGUIGraphical User InterfaceHFHuman FactorsHOLDHoldIMT 2000International Mobile Telecommunications 2000 (formerly FLMPTS)ISDNIntegrated Services Digital NetworkMCIDMalicious Call IDentificationMMCMeet Me ConferenceMMIMan-Machine InterfaceNMTNordic Mobile Telephone SystemNRANational Regulatory AuthorityTACSTotal Access Communication SystemsETACSExtended Total Access Communication SystemsNNumber (a one digit number)PINPersonal Identity NumberPLMNPublic Land Mobile NetworkPRIPriorityPSTNPublic Switched Telephone NetworkPUIPersonal User IdentityPXService PrefixS-PCSSatellite Personal Communications ServiceSCService CodeSCTSingle Step Call TransferSISupplementary InformationSOSwitching OrderSRSeparatorSXService SuffixTETRATrans-European Trunked RadioTPTerminal PortabilityUMTSUniversal Mobile Telecommunications SystemUPTUniversal Personal TelecommunicationsUUSUser to User Signalling3.3SymbolsFor the purposes of this ETS, the following symbols apply:*The Star on the standard telephone keypad arrays, see ITU-T RecommendationE.161 [5]. Also known as the asterisk.#The Square on the standard telephone keypad arrays, see ITU-TRecommendation E.161 [5]. Also known as the hash, number or sharp sign("pound" in the USA).RRegister Recall, see ITU-T Recommendation E.161 [5].4The Minimum Man-Machine InterfaceA MMI is the bi-directional communication interface provided to enable communication between a systemand its human users. The MMI for public network based supplementary services is the communicationinterface between the system (the terminal, the network/s and the supplementary service) and the user.The interface is defined here to include: informative and instructional material that allow a user to selectand use an appropriate service, the software and physical items of hardware that facilitate control andcommand actions that effect a service and static or dynamic elements that provide information (promptsand feedback) about a service.The minimum MMI which shall be used to gain access to and control of public network basedsupplementary services shall comprise the following elements:a)the information provided to a user before a control action is performed;SIST ETS 300 738 E1:2003

Page 13ETS 300 738: June 1997b)the control actions a user performs to, gain access to and control of, a service;c)the information provided to a user after a control action has been performed.The minimum MMI is intended to be facilitated by all telecommunications terminals that can access theservices provided. This is irrespective of the type of signalling protocols used between the terminal andthe network or service provider, (stimulus or functional); and of the method of signalling, (dualtone multi-frequency (DTMF), or digital). It is also independent of the media used for presenting information backfrom the service provider (auditory - tones or verbal messages; or visual - text based messages, symbols,signalling lights, etc.). In this respect there are no predefined assumptions of how the MMI isimplemented.For the detailed requirements to be included in each element of the minimum MMI, see clauses 5, 6 and7.5Information before a control actionThe information provided to a user before a control action is performed, as part of the minimum MMI forgaining access to and control of public network based supplementary services, shall include:a)information provided before a service can be used, see subclause 5.1;b)information provided before a service is activated, de-activated or invoked, see subclause 5.2.5.1Information before a service can be usedThe information that is provided to the subscriber and other users before a service can be used shall be:a)descriptive, see subclause 5.1.1;b)procedural, see subclause 5.1.2.The descriptive and procedural information shall be presented to the subscriber in a form appropriate tothe subscriber and the other user's capabilities. Provision shall also be made to accommodate therequirements of users with special needs.The supplementary service provider shall ensure that the descriptive and procedural information relevantto the services it provides is made available to the service subscribers. The service subscribers areassumed to be responsible for ensuring the information is available to other users.This requirement applies equally to all formats and media used for the presentation of this descriptive andprocedural information. For example, it may be incorporated into:-promotional material, advertisements, brochures, etc.;-training material, handbooks, prompt cards, user guides, etc.;-terminal-presented material, keyboard labels / symbols / pictograms, display-based help messages/ tutorials, etc.These materials may be published as printed material or in electronic formats, e.g. as recordedmessages, broadcast advertisements, etc. Whatever the format or medium used, the service providershould take all practicable measures to ensure that the information is accurate, consistent and relevant.Whenever transient information media are used, e.g. auditory or audio-visual broadcast messages, theuser should always be provided with supporting information in a more permanent form, e.g. printed text.The format and presentation of the descriptive and procedural information should conform with therecommendations included within the relevant guidelines in ETR 116 [3].SIST ETS 300 738 E1:2003

Page 14ETS 300 738: June 19975.1.1Descriptive informationThe descriptive information provided to a user before a service is used shall include:-a description of the service and its purpose. The description should include concrete examples ofthe situations the service is intended to address together with any limitations or restrictions on itsuse. The description should also refer to any complementary services necessary for the full controlof a particular service, e.g. a description of calling (or connected) line identification presentationshould also include reference to the controlling services, calling (or connected) line identificationrestriction;-a statement of the costs incurred by the subscriber for the provision of the service, and of the costsincurred by the subscriber in the use of the service. The statement should where practicable includeworked examples of these costs in typical user situations;-a statement of how the user arranges provision of the service. The statement should include detailsof the service provider's point of contact and of the service provider's fault reporting facility.
Itshould also include information on the conditions for withdrawal of the service.5.1.1.1Supporting descriptive informationWhere the service provider makes provision of a range of services, supporting descriptive informationshould be provided to improve the user's comprehension of the services. Three examples are offered:EXAMPLE 1:The descriptive information material should be presented in such a way as togive the subscriber and other users insight into the natural groupings ofsupplementary services that complement each other. For example, a sub-groupof call forwarding services may be considered complementary. Depending onthe users’ circumstances, they may wish to use Call Forwarding Unconditional,Call Forwarding Busy, or Call Forwarding No Reply. Describing these servicesas a complementary group can assist users to make the correct choice for theirneeds.EXAMPLE 2:Where two or more services can provide the user with alternative options withina specific situation, these should be presented as options together with thebenefits each option offers. For example, when the calling party encounters abusy indication he may be able to:-activate Completion of Call to Busy Subscriber;-invoke User to User Signalling;-or hang-up, knowing that calling line identification will have been given(e.g. if a Call Waiting service is active).Conversely, a called party may be able to use several options to help callingparties who encounter a busy condition. For example, the called party may beable to:-activate Call Waiting, to get an indication when a second party calls;-activate Call Forwarding on Busy, to transfer the call to somebody else.EXAMPLE 3:Where two or more services interact, for example, Call Waiting and CallForwarding Unconditional, or can be used in parallel, e.g. Call Forwarding onBusy and Call Forwarding on No Reply, the effects of their interaction or thefacility for their use in parallel should also be explained.5.1.2Procedural informationThe procedural information provided to a user before a service is used shall describe each of the controlfunctions available for a service and include:-how the service may be set-up, or how provisioning may be completed;-how the service can be accessed and controlled.SIST ETS 300 738 E1:2003

Page 15ETS 300 738: June 1997If the service is accessed and controlled by a command dialogue format (see subclause 6.1), theprocedural information shall also include:-how the service can be activated or invoked;-how any data required by the service can be registered with the activation, or separately;-how the service can be deactivated;-how any data stored for use with the service can be erased at the time of deactivation, orseparately;-how the service may be interrogated, to check its status (activated or deactivated) and the statusand content of any data stored for use with the service.If the service is accessed and controlled by the interactive dialogue format (see subclause 6.2), theprocedural information shall also include:-how to start a session with the interactive dialogue, e.g. go off-hook and dial a number givingaccess to the service;-how to recover from an error within a session with an interactive dialogue, e.g. return to the firstmenu or entry point;-how to exit from a session with the interactive dialogue, e.g. go on-hook, whether the interaction iscomplete or not.The procedural information shall be presented in sequential steps, in the same order in which those stepsshould be implemented. The procedural information shall be complete, consistent and relevant.-Complete, by including for example:-any start or finish actions also required, e.g. "Power on", "Off-hook", "Send";-reference to both the feedback and prompting information that is given in response to theuser's actions.-Consistent, for example:-with the descriptive information also provided;-with the terminology used in the feedback and prompting information.-Relevant, for example:-by orientating the procedural information to reflect the user's task.The procedural information should also include:-information on the user's options when error conditions are encountered in the access and controlof a service;-information on how the user may recover from his own errors, e.g. how to undo an unintentionalcommand, or how to overwrite unintended data.5.1.2.1Supporting procedural informationIn addition to the basic provision, the service provider should provide supporting procedural information toimprove the user's comprehension. Two examples are offered:EXAMPLE 1:If a command dialogue format is used (see subclause 6.1), explanatoryinformation relating to the syntax of the command used (e.g. the sequenceService Prefix, Service Code, Separator, Supplementary Information, andService Suffix), or a generic set of rules (e.g. * to switch on, # to switch off, etc.)can help users remember the correct command.EXAMPLE 2:If an interactive dialogue format is used (see subclause 6.2), explanatoryinformation relating to how the dialogue and feedback prompts will be provided;and a description of the overall structure of the interactive dialogue (e.g. a planof a hierarchical menu structure and the menu options) can help usersremember the correct dialogue.SIST ETS 300 738 E1:2003

Page 16ETS 300 738: June 19975.2Information before a service is activated, deactivated or invokedThe information that shall be provided to a subscriber and other users before a service is activated,deactivated or invoked relates to the operational state of the service. The information shall be provided bythe service provider or network, and displayed by the terminal.This requirement applies equally to all forms in which the information may be transferred between theservice provider (or network) and the terminal. For example, the information may be transferred as:-acoustic tones and signals;-recorded spoken messages;-digital or DTMF data signals, etc.This requirement applies equally to all formats and presentations of the status and operational informationon the terminal. For example the information may be displayed as:-acoustic tones or spoken messages;-text or graphic display messages;-flashing or steady state indicator lights;-Braille or other tactile display, etc.The service provider, network operator and terminal manufacturer shall ensure the information displayedat the terminal conforms with the recommendations included within the relevant guidelines in ITU-TRecommendations E.182 [6] E.183 [7] and ETR 116 [3].5.2.1Information on the operational state of the serviceThe information provided to a user on the operational state of the service will depend on the status of theterminal and its connection to the network, and on the existing state of the service. Four situations aredefined:a)when no services are operational;b)when a service(s) is operational whilst the terminal is idle;c)when a service(s) becomes operational at call set-up or when a connected call is active;d)when a service(s) becomes operational when the terminal is alerting.5.2.1.1When no services are operationalIf no services, that effect the setting up and receiving of calls at the terminal, are operational, the followinginformation shall be provided:-at start, e.g. "Off-hook" or "Power-on", the normal "Connected to network" display e.g. "Normal DialTone".In addition the following information may also be provided during idle and/or at start, at the serviceprovider's and terminal manufacturer's discretion:-the identity and status of any services available, whether currently operational or not;-any data that is registered for use with any of the available services;-any choices that the user may have in relation to the available services.5.2.1.2When a service/s is operational during idleIf a service is operational whilst the terminal is idle and affects the setting up and receiving of calls at theterminal, e.g. call forwarding unconditional, call barring or UPT registration, the following information shallbe provided:-at start, e.g. "Off-hook" or "Power-on", a special "Connected to network" display e.g. "Special DialTone".SIST ETS 300 738 E1:2003

Page 17ETS 300 738: June 1997In addition, the following information may also be provided during idle or at start, at the service provider'sand terminal manufacturer's discretion:-the identity and status of the service(s) that are operational;-any data that is registered for use with the service(s) that are operational;-any choices for action that the user may have with respect to the service(s).5.2.1.3When a service/s becomes operational during a call set-up or during a callIf the service(s) becomes operational and/or available whilst a call set-up is in progress or when aconnected call is active and subsequently en
...