SIST ES 202 076 V2.1.1:2009

ETSI Standard
Human Factors (HF);
User Interfaces;
Generic spoken command vocabulary
for ICT devices and services
2 ETSI ES 202 076 V2.1.1 (2009-08)

Reference
RES/HF-00081
Keywords
ICT, interface, speech, telephony, voice, user
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Contents
Intellectual Property Rights . 4
Foreword . 4
Introduction . 4
1 Scope . 6
2 References . 6
2.1 Normative references . 6
2.2 Informative references . 7
3 Definitions and abbreviations . 7
3.1 Definitions . 7
3.2 Abbreviations . 8
4 User requirements . 8
5 Method . 9
5.1 General . 9
5.2 Elicitation of command candidates. 9
5.3 Validation of command candidates . 10
5.4 Phonetic discriminability . 10
5.5 Final command definition . 10
6 List of commands . 11
6.1 Principles of use . 11
6.2 Basic commands . 12
6.3 Digits . 17
6.4 Communication commands . 20
6.5 Commands for the control of and navigation in media . 27
6.6 Commands for device and service settings . 33
Annex A (informative): Methodology for defining command vocabularies . 40
A.1 Elicitation: the spontaneous generation of potential command words . 40
A.1.1 Interviewers . 41
A.1.2 Test participants . 41
A.1.3 Set of functions . 41
A.1.4 Carefully Worded Descriptions (CWDs) . 41
A.1.5 Interviews . 42
A.1.6 Data Cleaning . 42
A.1.7 Frequency Analysis . 42
A.2 Validation . 42
A.3 Phonetic discriminability . 43
A.4 Final command definition . 44
Annex B (informative): Bibliography . 45
History . 46

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4 ETSI ES 202 076 V2.1.1 (2009-08)
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).
The work has been conducted in collaboration with industry. The present document is based upon user testing,
empirical data, phonetic discriminability analysis, expert knowledge, and an industry-consultation and consensus
process, aimed at a quick uptake and the widest possible support in product implementations to come.
Intended readers of the present document are:
• terminal manufacturers;
• service providers;
• network operators;
• manufacturers of multilingual speech recognizers;
• standards developers;
• software and user interface developers.
Introduction
Telecommunications, converging with information processing, and intersecting with mobility and the internet, are
leading to the development of new interactive applications and services, offering global access.
A technology enabling a natural user interaction with these (often complex) systems and services is speech recognition.
In recent years, speech recognition has become commercially viable in off-the-shelf ICT (Information and
Communication Technology) devices and services. Just as the graphical user interface changed the way we interact with
personal computers, so voice user interfaces are changing the way we interact with ICT devices and services.
Voice is fundamental to human communication and forms an important channel for universal access to ICT services.
Voice user interfaces are a terminal, display and potentially location-independent user interface technology, enabled by
speech recognition technologies. In order to simplify the user's learning and facilitate reuse of knowledge for the control
of different applications and devices, it is desirable to standardize voice commands for the most common and generic
functions. This standardization activity also meets one of the most important principles of the eEurope 2005 Action
Plan; that of design for all. This theme has been continued by the new EU initiative; the i2010 Action Plan. This will
help ensure that those with special needs such as elderly people, people with visual and other impairments, as well as
young children will benefit from a generic spoken command vocabulary. As the standard necessarily addresses speech
input it is recommended that the users of the present document provide some form of guidance for those end users who
may have a speech impediment.
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5 ETSI ES 202 076 V2.1.1 (2009-08)
The present document is a timely contribution to enable the deployment of speech recognition in services and devices,
offering multi-lingual voice user interfaces. Thereby it will minimize learning effort, facilitate knowledge transfer and
develop user trust. Uniformity in the basic spoken commands improves the overall usability of the entire interactive
environment, which becomes increasingly important in a world of ubiquitous devices and services using speech
recognition.
The minimum generic set of spoken commands in the present document has been developed with a combined
methodology, including the collection of data from native speakers of the 30 languages covered by the present
document (see annex A for details). Therefore, it supports developers of ICT devices and services, leading to quicker,
more consistent, cheaper, and better user interface development.
The work is aligned with, and co-funded by, the European Commission's initiative eEurope, a programme for inclusive
deployment of new, important, consumer-oriented technologies, opening up global access to communications and other
new technologies, for all [2].
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6 ETSI ES 202 076 V2.1.1 (2009-08)
1 Scope
The present document specifies a minimum set of spoken commands required to control the generic and common
functions of ICT devices and services that use speaker-independent speech recognition. It specifies the necessary and
most common vocabularies for voice commands to be supported by ICT devices and services.
The present document is applicable to the functions required for user interface navigation, call handling, the control of
and navigation in media, and management of device and service settings.
The present document specifies commands for the official languages (at the time of publication) of the European Union
(EU) and the European Free Trade Association (EFTA) countries, and for Russian. The standard addresses Bulgarian,
Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hungarian, Icelandic, Irish,
Italian, Latvian, Lithuanian, Macedonian, Maltese, Norwegian, Polish, Portuguese, Raeto-Romance, Romanian,
Russian, Slovak, Slovene, Spanish, Swedish, and Turkish [4]. Therefore, this updates the existing standard,
ES 202 076 [1], which covers only the five languages with the largest number of native speakers in the European
Union: English, French, German, Italian and Spanish. The present document does not cover dialects with the exception
of Norwegian and Raeto Romance both of which have established dialects. All languages are addressed in "Received
Pronunciation".
The present document does not cover dialogue design issues, the full range of supplementary telecommunications
services, performance-related issues or speech output. Alphanumeric characters and symbols are not covered with the
exception of single digits and language-specific reference to two recurring digits (e.g. "Double Two").
2 References
References are either specific (identified by date of publication and/or edition number or version number) or
non-specific.
• For a specific reference, subsequent revisions do not apply.
• Non-specific reference may be made only to a complete document or a part thereof and only in the following
cases:
- if it is accepted that it will be possible to use all future changes of the referenced document for the
purposes of the referring document;
- for informative references.
Referenced documents which are not found to be publicly available in the expected location might be found at
http://docbox.etsi.org/Reference.
NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee
their long term validity.
2.1 Normative references
The following referenced documents are indispensable for the application of the present document. For dated
references, only the edition cited applies. For non-specific references, the latest edition of the referenced document
(including any amendments) applies.
[1] ETSI ES 202 076 (V1.1.2): "Human Factors (HF) ; User Interfaces; Generic spoken command
vocabulary for ICT devices and services".
[2] i2010 - A European Information Society for growth and employment.
NOTE: Available at http://ec.europa.eu/information_society/eeurope/i2010/index_en.htm.
[3] ITU-T Recommendation I.210 (1993): "principles of telecommunications services supported by an
ISDN and the means to describe them".
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[4] Languages of Europe - The Official EU languages.
NOTE: Available at http://ec.europa.eu/education/policies/lang/languages/index_en.html.
[5] ISO 9241-11 (1998): "Ergonomic requirements for office work with visual display terminals
(VDTs) - Part 11: guidance on usability".
2.2 Informative references
The following referenced documents are not essential to the use of the present document but they assist the user with
regard to a particular subject area. For non-specific references, the latest version of the referenced document (including
any amendments) applies.
[i.1] ETSI EG 201 013: "Human Factors (HF); Definitions, abbreviations and symbols".
[i.2] ETSI TR 102 068: "Human Factors (HF); Requirements for assistive technology devices in ICT".
[i.3] ETSI EG 202 048: "Human Factors (HF); Guidelines on the multimodality of icons, symbols and
pictograms".
3 Definitions and abbreviations
3.1 Definitions
For the purposes of the present document, the terms and definitions given in EG 201 013 [i.1] and the following apply:
basic command: employed frequently across a wide range of applications
design for all: design of products to be usable by all people, to the greatest extent possible, without the need for
specialized adaptation
dialogue: series of exchanges between the user and a system
function: abstract concept of a particular use of or operation in a device or service
hot word: See keyword.
ICT devices and services: devices or services for processing information and/or supporting communication, which
have an interface to communicate with a user
impairment: reduction or loss of psychological, physiological or anatomical function or structure of a user
(environmental included)
keyword: word that the speech recognition system is looking for in word spotting mode
magic word: See keyword.
menu: list of choices from which a selection can be made
NOTE: A menu dialogue offers a user a series of lists of choices from which a series of selections can be made.
The result from any one selection may be another menu.
phonetic discriminability: ability to discriminate between words based on the analysis of their constituent phones
spoken command: verbal or other auditory dialogue format which enables the user to input commands to control a
device or service
supplementary service: additional service that modifies or supplements a basic telecommunication service
NOTE: Consequently, it cannot be offered to a customer as a stand-alone service; it has to be offered in
association with a basic telecommunication service. The same supplementary service may be common to
a number of basic telecommunication services. See ITU-T Recommendation I.210 [3].
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usability: effectiveness, efficiency and satisfaction with which specified users achieve specified goals in particular
environments (see ISO 9241-11 [5])
user: person who interacts with a product (see ISO 9241-11 [5])
user interface: elements of a product used to control it and receive information about its status, and the interaction that
enables the user to use it for its intended purpose
user requirements: requirements made by users, based on their needs and capabilities, in order to make use of a
product in the easiest, safest, most efficient and most secure way
word spotting mode: special state of the recognition system in which no speech is recognized or processed other than a
limited set of keywords
NOTE: A typical usage is in a dormant state of the speech recognizer, where issuing a "wake up" command (also
known as hot-word or keyword) can reactivate speech functionality.
3.2 Abbreviations
For the purposes of the present document, the following abbreviations apply:
ASR Automatic Speech Recognition
CWD Carefully Worded Description
EFTA European Free Trade Association
EU European Union
GPS Global Positioning System
ICT Information and Communication Technology
NLA Native Language Assistant
UCU University College Utrecht
4 User requirements
Intended users of the present document are those designing, developing, implementing and deploying ICT devices and
services with a speech user interface.
Intended end users mentioned in the present document are people who use ICT devices and services with a speech
interface, ranging from first time users to experienced power users.
Uniformity in the interactive elements increases the transfer of learning between different devices and services. Such
knowledge transfer becomes even more important in a world of ubiquitous devices and services using speech
recognition technology. In particular standardized commands improve the overall usability of the entire interactive
environment. Use of the generic vocabulary of spoken commands in the present document for the development of ICT
devices and services will enable end users to reapply knowledge and experience.
A generic spoken command vocabulary will particularly benefit some end users with temporary or permanent additional
needs, such as those with literacy difficulties, people with visual or cognitive impairments, those with an impaired
ability to perceive tactile stimuli, and people with limited dexterity.
For further guidance, including specifics of user impairments and resulting disabilities, assistive technologies, design
for all and multi-modal interfaces, see TR 102 068 [i.2] and EG 202 048 [i.3].
Ideally, a spoken command vocabulary should be intuitive, easy to learn, memorable, natural, and unambiguous. A
well-designed speech interface should:
• have a shallow learning curve;
• execute most common tasks;
• the ability to handle the vagaries of speech recognizers in a reliable and predictable way, maximizing the user
experience.
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9 ETSI ES 202 076 V2.1.1 (2009-08)
Adequate feedback should be provided to users indicating, where applicable, that a command cannot be executed when
requested. Three examples are:
• When a function is not supported.
• When the function is currently not available.
• When the command is not understood.
5 Method
5.1 General
In order to meet the requirements stated in clause 4, where the standard is designed for a wide range of end users, an
empirical method has been employed for the elicitation and validation of potential voice commands. Native speakers of
the 30 languages were sampled for this data collection. The previous standard used an online method of data collection
where respondents were asked to complete a questionnaire. This worked well for the five most frequently spoken
languages of the EU. However, the extension of the standard covers countries where internet penetration is relatively
low and online questionnaires for these countries would not yield a representative sample of users for the purposes of
inclusion.
In addition to elicitation and validation, a procedure of phonetic discriminability has been applied to the candidate
commands to ensure minimal confusion with commands that are likely to be simultaneously available.
The employed method consists of three phases:
• Phase 1: Elicitation of command candidates;
• Phase 2: Validation of command candidates;
• Phase 3: Phonetic discriminability.
These phases are outlined here. More detailed descriptions of each phase can be found in annex A.
5.2 Elicitation of command candidates
In this phase, a sample of native speakers representing three age groups, aiming for an equal distribution of men and
women, were invited to take part in an interview on voice commands. At this stage, they were given some general
background to the aims of the study in order to inform them of the aims of the study prior to gaining their consent to
participating in the research. In most cases the interview was conducted by telephone but, in a small number of cases, an
interview was conducted with interviewer and interviewee sitting back to back in order to prevent artefacts based on the
interviewer's reactions. The interviewer, or Native Language Assistant (NLA), was also always a native or near-native
speaker who also carried out translations and transcriptions from documents in the original English and conducted
analyses. They read out, for each command, a phrase describing the function of the device or service, known as the
Carefully Worded Description (CWD), without mentioning any of the most likely resulting terms. The interviewees
were then asked to name the term or terms they would find most suitable as a command in the context of a spoken-
command supported device or service.
EXAMPLE: The carefully worded description used for describing the supplementary service "Call deflection"
was: "You hear the phone ring at a time when you do not want to speak to anyone. You want the
connection to be passed on to another name or number instead. What command would you give
before saying this name or number?".
From this process a number of different alternative command candidates were collected. The lists of terms were then
processed in order to reduce the number of morphological forms, e.g. infinitive or imperative, singular or plural, formal
or informal addressing. The data were also checked for typological errors and answers which did not reflect the function
implied by the carefully worded descriptions. The resulting terms were ordered according to the percentage of
participants who had named them, and the most frequently chosen terms were used as input to the validation phase.
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5.3 Validation of command candidates
In identifying the appropriate spoken commands it is not sufficient to conduct elicitation alone. It was also necessary to
rank the proposed terms in order to provide a degree of validation. Therefore, validation interviews were set up and
carried out in a similar way to elicitation interviews where the candidate commands were ranked in order of preference
by the participants (see clause A.2). The top-ranked commands were then put forward to the phonetic discriminability
phase.
The method described here was applied to the majority of the languages. However, it became clear that this method
was an unnecessary use of resources as the same result could be obtained by subjecting the results from discrimination
to expert analysis. Therefore, (see clause A.2), expert analysis was applied to those languages which had not undergone
validation, namely: Estonian, Greek, Icelandic, Latvian, Maltese, Norwegian, Portuguese, Raeto-Romance, Swedish,
and Turkish to identify the spoken commands which were chosen for phase 3, phonetic discriminability. The experts
comprised a combination of: the NLAs, industry experts, linguistic and cultural representatives from the countries
involved, and Human Factors experts.
5.4 Phonetic discriminability
Whilst the previous two steps have provided a user-centric approach to the selection of command words, it is still
important to address technology issues.
EXAMPLE: A selection of words may be chosen as a result of the previous two phases that have a high level of
agreement across the user group.
However, if this selection gives rise to a high degree of confusability in the speech recognizer, between words which are
available for use in the same context, then the overall goal of usability is nullified. Therefore, discriminability analysis
was carried out to ensure that command words that are likely to be active simultaneously in a dialogue context can be
recognized correctly by the speech recognition system.
The approach consisted of the following steps:
a) Commands were clustered according to those which would be simultaneously available, e.g. all commands for
functions related to the handling of phone calls.
b) For each context, the top three commands from validation were assessed by native-language experts with
respect to their sounds and not to their orthographic forms. Commands were listed as potentially phonetically
confusable if:
- they share the same initial consonant or consonant cluster;
- they share similar stressed vowels;
- they rhyme;
- they are of equal length.
c) Commands that give rise to possible phonetic confusion were collated.
d) An alternative for one of the command words was chosen, with minimum repercussion with respect to the
ranking of candidates.
5.5 Final command definition
The final pass on the resulting command set was performed by submitting the results to a number of different groups for
verification. These were:
• Educated native speakers to ensure consistency within the entire language set in terms of morphological and
other characteristics.
• The NLAs, who were all native speakers of the languages they assisted with.
• Cultural and linguistic institutes of each of the languages represented in the standard.
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• The industry reference group. This is a body of experts from industry, such as service providers and handset
manufacturers, who would be responsible for the implementation of the standard in some or all of the countries
involved.
• Experts in the design of ICT products and services for all.
6 List of commands
6.1 Principles of use
The spoken commands specified in the present document are divided into the following categories:
1) basic commands;
2) digits;
3) communication commands;
4) commands for the control of and navigation in media;
5) commands for device settings.
For the present document, the following principles of use in implementations apply, assuming a speech recognition user
interface is provided:
1) The ICT device or service shall support all the commands specified in the present document if the
corresponding functionality is implemented.
2) If a function as defined in the present document is not supported by the ICT device or service, the
corresponding command should still be accepted as user input and guidance information should be provided to
the user.
3) The commands specified in the present document can be concatenated into more complex expressions
(e.g. "Call - Paul - Home", or "Divert to - Five - Seven - Nine").
4) In addition to the commands specified in the present document, alternative and additional commands may be
offered by the device and service provider. However, additional commands should be tested for phonetic
discriminability with other commands available in the same context.
5) One word which was suggested for inclusion in the standard is "Select". This allows users to choose an item
from a menu. However, the suggestion came too late for the data collection exercise. This word may be the
subject of an extension to the present document but, in the mean time, command 1.1 in table 1.a ("confirm
operation") may provide a suitable command.
6) For some languages, one command is used for more than one function (e.g. 3.1 and 3.2). However, in these
cases, the command should be disambiguated by their different contexts.
7) In some languages functions are covered by one command, in other languages alternative commands exist for
those same functions. This is a direct result of the empirical data collection and subsequent analysis.
For clarity where there is more than one command for a function, these commands have been separated by commas and
the first word of a command starts with an upper case letter.
8) For commands for emergency services (3.7) only the relevant words in each language are given. The spoken
commands for the digits 112 are already specified in clause 6.3. In addition, if a user wanted to say "Call 112"
or "Dial 112", the relevant word for "Call" or "Dial" is also specified in clause 6.4.
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9) Two of the official languages of EFTA member countries Norway and Switzerland are represented by more
than one variant, namely Bokmål and Nynorsk for Norwegian (Riksmål and Høgnorsk have not been
considered), and Ladin, Surmiran, Sursilvan, and Rumantsch Grischun for Raeto-Romance (Sutsilvan, Putér,
and Vallader have not been considered). Which of these variants is represented in a given command is
indicated by indices and footnotes in the respective tables.
6.2 Basic commands
Basic commands are employed frequently across a wide range of applications but they maintain the same effect,
irrespective of the (dialogue) context in which they are executed. The meaning of each basic command is explained in
table 1a, and the language-specific versions of the basic commands in the 30 languages are presented in tables 1b
through 1g.
EXAMPLE: A user is unfamiliar with a new spoken-command system. She activates it ("Wake-up") and
requests it to list the available commands ("Options"). After exploring some of the supported
functionality, she decides to return to the main menu of the command tree ("Main menu") to
navigate to a specific application. Once taking the wrong menu tree branch, the user returns to the
previous menu-tree position ("Go back"). The application she then activates requires some initial
input from her by asking some questions that are answered either affirmatively ("Yes") or
negatively ("No"). In one case, she did not understand the question properly and asks the system
to repeat it ("Repeat"). Following this, she leaves the voice-command system for a break
("Standby"). After returning to the spoken-command system, the user activates the help system
("Help") and receives some voice-based explanation, but decides that this is not helpful ("Stop")
and asks to be connected to a human operator ("Operator"). After having completed her activities,
she shuts down the system ("Goodbye").
Table 1a: Basic commands
Index ICT device/service function Explanation
1.1 Confirm operation Positive confirmation
1.2 Reject operation Negative confirmation
1.3 Wake-up the speech recognizer ASR ignores all speech input, except a wake-up command (hot-word,
(ICT device or service in word magic word or keyword). When this command is detected, the
spotting mode) recognizer switches to a larger active vocabulary, determined by the
dialogue design
1.4 Enter idle mode Put the service into monitoring mode for a wake-up command
1.5 Terminate service Get off line, end session
1.6 Help Provide context-dependent explanations and guidance (may provide
more detailed help on repetition of the command)
1.7 Transfer to human operator Leave the speech recognition mode and transfer to a human attendant,
an operator, in telecommunications-specific contexts. This command
should also be used when offering relay services
1.8 Go to top level of service Leave current function, go to main menu or application
1.9 List commands and/or functions Request for listing of available commands (optionally with their
functionality)
1.10 Cancel current operation Immediately abort ongoing operation (e.g. during the (long) playback of
a recorded message)
1.11 Go back to previous node or Navigate backwards in a dialogue structure (can also be used to cancel
menu a forced choice operation)
1.12 Read prompt again Repetition of the last acoustic feedback message

Table 1b: Basic commands (Bulgarian, Croatian, Czech, Danish, Dutch)
Index ICT device/service Bulgarian Croatian Czech Danish Dutch
function
1.1 Confirm operation Да Da, Ano Ja, Ja
Izvrši Udfør
1.2 Reject operation Не Ne, Ne Nej, Nee
Odustani Annuller
1.3 Wake-up the speech Aктивирай Aktiviraj Vstávat Aktiver Activeren
recognizer (ICT device
or service in word
spotting mode)
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Index ICT device/service Bulgarian Croatian Czech Danish Dutch
function
1.4 Enter idle mode Чакай команда Zaklju čaj Spi Standby Stand-by
1.5 Terminate service Край Ugasi se Konec Sluk Afsluiten
1.6 Help Помощ Pomoć Nápověda Hjælp, Help
Vejledning
1.7 Transfer to human Oператор Zovi operatera Volat pomoc Personlig Helpdesk
operator assistance
1.8 Go to top level of Главно меню Glavni meni Menu Menu Menu
service
1.9 List commands and/or Покажи Opcije Co umíš Kommandoer Opdrachten
functions функции tonen
1.10 Cancel current Стоп, Prekini pokušaj Zrušit Stop Stop
operation Прекрати
1.11 Go back to previous Върни назад Vrati se, Zp ět Tilbage Terug
node or menu Nazad
1.12 Read prompt again Повтори Ponovi Opakovat Gentag Herhaal

Table 1c: Basic commands (English, Estonian, Finnish, French, German)
Index ICT device/service English Estonian Finnish French German
function
1.1 Confirm operation Yes, Jah, Jatka, OK, Ja,
Confirm Kinnita Kyllä Oui OK,
Ausführen
1.2 Reject operation No Ei En jatka,
Non Nein
Ei,
Keskeytä
1.3 Wake-up the speech Wake-up, Hääl, Herätys, Activer Aktivieren,
recognizer (ICT device Activate Ava Aktivoi Start,
or service in word Aufwachen
spotting mode)
1.4 Enter idle mode Standby, Lukusta, Lepotila, Veille Stand-by
Lock Hääl lukku Lukitse
1.5 Terminate service/End Goodbye, Lõpeta, Sulje, Quitter, Beenden,
Call Exit Lõpp Lopeta Au revoir Ausschalten,
Ende
1.6 Help Help Juhend, Opasta, Aide Hilfe,
Abi Apua Weiterhelfen
1.7 Transfer to human Operator Infoabi, Yhdistä Assistance, Service,
operator Kliendiinfo, tukipalveluun Support Hotline
Ühenda
technique
kliendiinfoga
1.8 Go to top level of Main menu Peamenüü, Päävalikko Menu principal Hauptmenü
service Algmenüü
1.9 List commands and/or Options Menüü Näytä Choix, Menü,
functions komennot Menu Befehls-
übersicht,
Optionen
1.10 Cancel current Stop Katkesta, Peruuta Stop Abbruch,
operation Katkesta Stopp
tegevus
1.11 Go back to previous Go back, Tagasi, Edellinen Retour, Zurück
node or menu Back Eelmine olek valikko, Précédent
Takaisin
1.12 Read prompt again Repeat Korda Toista Répéter Wiederholen

ETSI
14 ETSI ES 202 076 V2.1.1 (2009-08)
Table 1d: Basic commands (Greek, Hungarian, Icelandic, Irish, Italian)
Index ICT device/service Greek Hungarian Icelandic Irish Italian
function
1.1 Confirm operation Επιβεβαίωση Igen, Staðfesta Cinnte Sì,
Oké Confermo
1.2 Reject operation Όχι Nem Hafna Ná dein Annulla,
No
1.3 Wake-up the speech Ενεργοποιώ Start, Vakna, Dúisaigh Riprendi,
recognizer (ICT device Ebredes Virkja, Attiva,
or service in word Vekja Comincia,
spotting mode) Inizia
1.4 Enter idle mode Εισαγωγή σε Alvas Sofna, Téigh a codlath Sospendi,
κατάσταση Sofa, Stand-by
αδράνειας Svæfa,
Hvíla
1.5 Terminate service Έξοδος Kilépés Hætta, Slán Spegni,
Slökkva, Fine
Loka
1.6 Help Βοήθεια Súgó Hjálp, Cabhair Aiuto
Leiðbeiningar
1.7 Transfer to human Χειριστής Segítség Fá aðstoð Duine Operatore,
operator Assistenza
1.8 Go to top level of Κεντρικό μενού Menü Yfirlit, Arís Menù
service Aðgerðayfirlit principale
1.9 List commands and/or Λίστα εντολών Parancsok Telja upp Liosta Menù,
functions valmöguleika, Lista comandi
Valkostir
1.10 Cancel current Ακύρωση Állj Hætta við, Stop Stop,
operation τρέχουσας Afturkalla Interrompi,
λειτουργίας Ferma,
Cancella
1.11 Go back to previous Επιστροφή στο Vissza Til baka, Ar ais Indietro,
node or menu προηγούμενο Bakka Precedente
μενού
1.12 Read prompt again Επανάληψη Újra Endurtaka Abair arís Ripeti

ETSI
15 ETSI ES 202 076 V2.1.1 (2009-08)
Table 1e: Basic commands (Latvian, Lithuanian, Macedonian, Maltese, Norwegian)
Index ICT device/service Latvian Lithuanian Macedonian Maltese Norwegian
function
1,2
1.1 Confirm operation J ā Taip Да, Iva
Ja
Продолжи
1,2
1.2 Reject operation Nē Ne Не, Le
Nei
Престани
1,2
1.3 Wake-up the speech Atbloķēt Įjungti Активирај се Ixg ħel
Aktiver
recognizer (ICT device
or service in word
spotting mode)
1.4 Enter idle mode Blo ķēt Bud ėti Зачувај Qieg ħed
Hvilemodus ,
команда g ħal-lest
Kvilemodus
1,2
1.5 Terminate service Beigt Baigti Исклучи се, Itfi
Slå av ,
1,2
Стоп
Avslutt
1,2
1.6 Help Pal īdzība Info, Помош Għajnuna
Hjelp
Pagalba
1.7 Transfer to human Operatoru Operatorius Повикај Qabbadni Ring
1,2
operator оператор ma' l-operatur
kundeservice
1.8 Go to top level of Atpakaļ Pagrindinis Главно мени Menù prin ċipali
Hovedmeny ,
service meniu,
Hovudmeny
Meniu
1,2
1.9 List commands and/or Izvēlne Komand ų Покажи опции Lista ta'
Meny ,
1,2
functions s ąrašas, commands
Alternativ ,
Meniu
Tilgjengelige
kommandoer ,
Tilgjengelege
kommandoar
1,2
1.10 Cancel current Pārtraukt Stop Стоп веднаш Ieqaf
Avbryt
operation
1,2
1.11 Go back to previous Atpakaļ Atgal, Претходна Ta' qabel
Gå tilbake
node or menu Gr įžti опција
1,2
1.12 Read prompt again Atk ārtot Kartoti, Повтори Irrepeti
Gjenta
Pakartoti
NOTE: In the column for Norwegian, the indices represent the variants of the language to which a command applies:
1 = Bokmål;
2 = Nynorsk.
Table 1f: Basic commands (Polish, Portuguese, Raeto-Romance, Romanian, Russian)
Index ICT device/service Polish Portuguese Raeto- Romanian Russian
function Romance
1.1 Confirm operation Tak Sim Da Да
Schi ,
Ea ,
Gie ,
Gea
1,2,3,4
1.2 Reject operation Nie, Não Nu Нет
Na
Anuluj
1,2,3,4
1.3 Wake-up the speech Aktywuj Ativar Reactivează, Активировать,
Activar ,
1,2,3,4
recognizer (ICT device Activează Включить
Cuntinuar
or service in word
spotting mode)
1,3,4
1.4 Enter idle mode Zablokuj Ligar Standby, Заблокировать,
Standby ,
3,4
Pauză Стэнд- бай
Pausa ,
Pôssa
1,3,4
1.5 Terminate service Koniec Sair Închide Выйти,
Finir ,
Выключить
Fegn ,
Tschentar
3,4
ora
1.6 Help Pomoc Ajuda Ajutor Помощь
Agüd ,
Ageid ,
3,4
Agid
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16 ETSI ES 202 076 V2.1.1 (2009-08)
Index ICT device/service Polish Portuguese Raeto- Romanian Russian
function Romance
1,2,3,4
1.7 Transfer to human Konsultant Operador Consultant, Оператор,
Assistent
operator Operator Сервис
1,3,4
1.8 Go to top level of Menu Voltar ao menu Meniu Функции,
Menu ,
1,2,4
service Ме ню
Survista ,
Survesta
1,2,3,4
1.9 List commands and/or Komendy Menu Comenzi Список команд
Funcziuns
functions
1,2,3,4
1.10 Cancel current Stop Abortar Stop Остановить
Stop ,
operation
Interromper ,
1,3,4
Interrumper
1.11 Go back to previous Wróć Retornar Înapoi Назад
Inavo ,
2,3
node or menu
Anavos ,
Enavos
1,2,3,4
1.12 Read prompt again Powtórz Repetir Repet ă Повторить
Repeter
NOTE: In the column for Raeto-Romance, the indices represent the variants of the language to which a command
applies:
1 = Ladin;
2 = Surmiran;
3 = Sursilvan;
4 = Rumantsch Grischun.
Table 1g: Basic commands (Slovak, Slovene, Spanish, Swedish, Turkish)
Index ICT device/service Slovak Slovene Spanish Swedish Turkish
function
1.1 Confirm operation Áno Da, Sí, Ja, Onayla
Potrdi, Confirmar OK
Ja
1.2 Reject operation Nie Ne No, Nej Hayır
Cancelar
1.3 Wake-up the speech Zobu ď sa, Aktiviraj se Activar Lås upp Aktif ol
recognizer (ICT device Aktivuj sa
or service in word
spotting mode)
1.4 Enter idle mode Spánok, Mirovanje Espera Lås Sistemi beklet
Zamknú ť
1.5 Terminate service Koniec, Izklop Salir, Stäng av Sistemi kapat
Ukon či ť Apagar
1.6 Help Pomoc Pomoč Ayuda Hjälp Yardım et
1.7 Transfer to human Operátor Pokliči pomo č Operador Människa, Ki şiden komut
operator Personlig hjälp al
1.8 Go to top level of Menu Meni Menú principal, Huvudmeny, Ana menüye
service Inicio Översikt dön
1.9 List commands and/or Zoznam Prikaži ukaze Opciones, Meny Komutları
functions príkazov Menú göster
1.10 Cancel current Zruš Prekini, Cancelar, Avbryt İşlemi durdur,
operation Prekliči Anular İşlemi iptal et
1.11 Go back to previous Spä ť Ponovi, Atrás, Backa, Önceki
node or menu Nazaj Anterior Tillbaka, seçene ğe dön
Föregående
1.12 Read prompt again Zopakuj Ponovi razlago Repetir Repetera, Söylenenleri
Upprepa tekrarla
ETSI
17 ETSI ES 202 076 V2.1.1 (2009-08)
6.3 Digits
The commands in table 2a apply to the entering of digits for services
...

SLOVENSKI STANDARD
01-november-2009
ýORYHãNLGHMDYQLNL+)8SRUDEQLãNLYPHVQLNL6SORãQLVORYDUJRYRUMHQLKXND]RY
]DQDSUDYHLQVWRULWYH,.7
Human Factors (HF) - User Interfaces - Generic spoken command vocabulary for ICT
devices and services
Ta slovenski standard je istoveten z: ES 202 076 Version 2.1.1
ICS:
33.040.01 Telekomunikacijski sistemi Telecommunication systems
na splošno in general
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

ETSI Standard
Human Factors (HF);
User Interfaces;
Generic spoken command vocabulary
for ICT devices and services
2 ETSI ES 202 076 V2.1.1 (2009-08)

Reference
RES/HF-00081
Keywords
ICT, interface, speech, telephony, voice, user
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3 ETSI ES 202 076 V2.1.1 (2009-08)
Contents
Intellectual Property Rights . 4
Foreword . 4
Introduction . 4
1 Scope . 6
2 References . 6
2.1 Normative references . 6
2.2 Informative references . 7
3 Definitions and abbreviations . 7
3.1 Definitions . 7
3.2 Abbreviations . 8
4 User requirements . 8
5 Method . 9
5.1 General . 9
5.2 Elicitation of command candidates. 9
5.3 Validation of command candidates . 10
5.4 Phonetic discriminability . 10
5.5 Final command definition . 10
6 List of commands . 11
6.1 Principles of use . 11
6.2 Basic commands . 12
6.3 Digits . 17
6.4 Communication commands . 20
6.5 Commands for the control of and navigation in media . 27
6.6 Commands for device and service settings . 33
Annex A (informative): Methodology for defining command vocabularies . 40
A.1 Elicitation: the spontaneous generation of potential command words . 40
A.1.1 Interviewers . 41
A.1.2 Test participants . 41
A.1.3 Set of functions . 41
A.1.4 Carefully Worded Descriptions (CWDs) . 41
A.1.5 Interviews . 42
A.1.6 Data Cleaning . 42
A.1.7 Frequency Analysis . 42
A.2 Validation . 42
A.3 Phonetic discriminability . 43
A.4 Final command definition . 44
Annex B (informative): Bibliography . 45
History . 46

ETSI
4 ETSI ES 202 076 V2.1.1 (2009-08)
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).
The work has been conducted in collaboration with industry. The present document is based upon user testing,
empirical data, phonetic discriminability analysis, expert knowledge, and an industry-consultation and consensus
process, aimed at a quick uptake and the widest possible support in product implementations to come.
Intended readers of the present document are:
• terminal manufacturers;
• service providers;
• network operators;
• manufacturers of multilingual speech recognizers;
• standards developers;
• software and user interface developers.
Introduction
Telecommunications, converging with information processing, and intersecting with mobility and the internet, are
leading to the development of new interactive applications and services, offering global access.
A technology enabling a natural user interaction with these (often complex) systems and services is speech recognition.
In recent years, speech recognition has become commercially viable in off-the-shelf ICT (Information and
Communication Technology) devices and services. Just as the graphical user interface changed the way we interact with
personal computers, so voice user interfaces are changing the way we interact with ICT devices and services.
Voice is fundamental to human communication and forms an important channel for universal access to ICT services.
Voice user interfaces are a terminal, display and potentially location-independent user interface technology, enabled by
speech recognition technologies. In order to simplify the user's learning and facilitate reuse of knowledge for the control
of different applications and devices, it is desirable to standardize voice commands for the most common and generic
functions. This standardization activity also meets one of the most important principles of the eEurope 2005 Action
Plan; that of design for all. This theme has been continued by the new EU initiative; the i2010 Action Plan. This will
help ensure that those with special needs such as elderly people, people with visual and other impairments, as well as
young children will benefit from a generic spoken command vocabulary. As the standard necessarily addresses speech
input it is recommended that the users of the present document provide some form of guidance for those end users who
may have a speech impediment.
ETSI
5 ETSI ES 202 076 V2.1.1 (2009-08)
The present document is a timely contribution to enable the deployment of speech recognition in services and devices,
offering multi-lingual voice user interfaces. Thereby it will minimize learning effort, facilitate knowledge transfer and
develop user trust. Uniformity in the basic spoken commands improves the overall usability of the entire interactive
environment, which becomes increasingly important in a world of ubiquitous devices and services using speech
recognition.
The minimum generic set of spoken commands in the present document has been developed with a combined
methodology, including the collection of data from native speakers of the 30 languages covered by the present
document (see annex A for details). Therefore, it supports developers of ICT devices and services, leading to quicker,
more consistent, cheaper, and better user interface development.
The work is aligned with, and co-funded by, the European Commission's initiative eEurope, a programme for inclusive
deployment of new, important, consumer-oriented technologies, opening up global access to communications and other
new technologies, for all [2].
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6 ETSI ES 202 076 V2.1.1 (2009-08)
1 Scope
The present document specifies a minimum set of spoken commands required to control the generic and common
functions of ICT devices and services that use speaker-independent speech recognition. It specifies the necessary and
most common vocabularies for voice commands to be supported by ICT devices and services.
The present document is applicable to the functions required for user interface navigation, call handling, the control of
and navigation in media, and management of device and service settings.
The present document specifies commands for the official languages (at the time of publication) of the European Union
(EU) and the European Free Trade Association (EFTA) countries, and for Russian. The standard addresses Bulgarian,
Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hungarian, Icelandic, Irish,
Italian, Latvian, Lithuanian, Macedonian, Maltese, Norwegian, Polish, Portuguese, Raeto-Romance, Romanian,
Russian, Slovak, Slovene, Spanish, Swedish, and Turkish [4]. Therefore, this updates the existing standard,
ES 202 076 [1], which covers only the five languages with the largest number of native speakers in the European
Union: English, French, German, Italian and Spanish. The present document does not cover dialects with the exception
of Norwegian and Raeto Romance both of which have established dialects. All languages are addressed in "Received
Pronunciation".
The present document does not cover dialogue design issues, the full range of supplementary telecommunications
services, performance-related issues or speech output. Alphanumeric characters and symbols are not covered with the
exception of single digits and language-specific reference to two recurring digits (e.g. "Double Two").
2 References
References are either specific (identified by date of publication and/or edition number or version number) or
non-specific.
• For a specific reference, subsequent revisions do not apply.
• Non-specific reference may be made only to a complete document or a part thereof and only in the following
cases:
- if it is accepted that it will be possible to use all future changes of the referenced document for the
purposes of the referring document;
- for informative references.
Referenced documents which are not found to be publicly available in the expected location might be found at
http://docbox.etsi.org/Reference.
NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee
their long term validity.
2.1 Normative references
The following referenced documents are indispensable for the application of the present document. For dated
references, only the edition cited applies. For non-specific references, the latest edition of the referenced document
(including any amendments) applies.
[1] ETSI ES 202 076 (V1.1.2): "Human Factors (HF) ; User Interfaces; Generic spoken command
vocabulary for ICT devices and services".
[2] i2010 - A European Information Society for growth and employment.
NOTE: Available at http://ec.europa.eu/information_society/eeurope/i2010/index_en.htm.
[3] ITU-T Recommendation I.210 (1993): "principles of telecommunications services supported by an
ISDN and the means to describe them".
ETSI
7 ETSI ES 202 076 V2.1.1 (2009-08)
[4] Languages of Europe - The Official EU languages.
NOTE: Available at http://ec.europa.eu/education/policies/lang/languages/index_en.html.
[5] ISO 9241-11 (1998): "Ergonomic requirements for office work with visual display terminals
(VDTs) - Part 11: guidance on usability".
2.2 Informative references
The following referenced documents are not essential to the use of the present document but they assist the user with
regard to a particular subject area. For non-specific references, the latest version of the referenced document (including
any amendments) applies.
[i.1] ETSI EG 201 013: "Human Factors (HF); Definitions, abbreviations and symbols".
[i.2] ETSI TR 102 068: "Human Factors (HF); Requirements for assistive technology devices in ICT".
[i.3] ETSI EG 202 048: "Human Factors (HF); Guidelines on the multimodality of icons, symbols and
pictograms".
3 Definitions and abbreviations
3.1 Definitions
For the purposes of the present document, the terms and definitions given in EG 201 013 [i.1] and the following apply:
basic command: employed frequently across a wide range of applications
design for all: design of products to be usable by all people, to the greatest extent possible, without the need for
specialized adaptation
dialogue: series of exchanges between the user and a system
function: abstract concept of a particular use of or operation in a device or service
hot word: See keyword.
ICT devices and services: devices or services for processing information and/or supporting communication, which
have an interface to communicate with a user
impairment: reduction or loss of psychological, physiological or anatomical function or structure of a user
(environmental included)
keyword: word that the speech recognition system is looking for in word spotting mode
magic word: See keyword.
menu: list of choices from which a selection can be made
NOTE: A menu dialogue offers a user a series of lists of choices from which a series of selections can be made.
The result from any one selection may be another menu.
phonetic discriminability: ability to discriminate between words based on the analysis of their constituent phones
spoken command: verbal or other auditory dialogue format which enables the user to input commands to control a
device or service
supplementary service: additional service that modifies or supplements a basic telecommunication service
NOTE: Consequently, it cannot be offered to a customer as a stand-alone service; it has to be offered in
association with a basic telecommunication service. The same supplementary service may be common to
a number of basic telecommunication services. See ITU-T Recommendation I.210 [3].
ETSI
8 ETSI ES 202 076 V2.1.1 (2009-08)
usability: effectiveness, efficiency and satisfaction with which specified users achieve specified goals in particular
environments (see ISO 9241-11 [5])
user: person who interacts with a product (see ISO 9241-11 [5])
user interface: elements of a product used to control it and receive information about its status, and the interaction that
enables the user to use it for its intended purpose
user requirements: requirements made by users, based on their needs and capabilities, in order to make use of a
product in the easiest, safest, most efficient and most secure way
word spotting mode: special state of the recognition system in which no speech is recognized or processed other than a
limited set of keywords
NOTE: A typical usage is in a dormant state of the speech recognizer, where issuing a "wake up" command (also
known as hot-word or keyword) can reactivate speech functionality.
3.2 Abbreviations
For the purposes of the present document, the following abbreviations apply:
ASR Automatic Speech Recognition
CWD Carefully Worded Description
EFTA European Free Trade Association
EU European Union
GPS Global Positioning System
ICT Information and Communication Technology
NLA Native Language Assistant
UCU University College Utrecht
4 User requirements
Intended users of the present document are those designing, developing, implementing and deploying ICT devices and
services with a speech user interface.
Intended end users mentioned in the present document are people who use ICT devices and services with a speech
interface, ranging from first time users to experienced power users.
Uniformity in the interactive elements increases the transfer of learning between different devices and services. Such
knowledge transfer becomes even more important in a world of ubiquitous devices and services using speech
recognition technology. In particular standardized commands improve the overall usability of the entire interactive
environment. Use of the generic vocabulary of spoken commands in the present document for the development of ICT
devices and services will enable end users to reapply knowledge and experience.
A generic spoken command vocabulary will particularly benefit some end users with temporary or permanent additional
needs, such as those with literacy difficulties, people with visual or cognitive impairments, those with an impaired
ability to perceive tactile stimuli, and people with limited dexterity.
For further guidance, including specifics of user impairments and resulting disabilities, assistive technologies, design
for all and multi-modal interfaces, see TR 102 068 [i.2] and EG 202 048 [i.3].
Ideally, a spoken command vocabulary should be intuitive, easy to learn, memorable, natural, and unambiguous. A
well-designed speech interface should:
• have a shallow learning curve;
• execute most common tasks;
• the ability to handle the vagaries of speech recognizers in a reliable and predictable way, maximizing the user
experience.
ETSI
9 ETSI ES 202 076 V2.1.1 (2009-08)
Adequate feedback should be provided to users indicating, where applicable, that a command cannot be executed when
requested. Three examples are:
• When a function is not supported.
• When the function is currently not available.
• When the command is not understood.
5 Method
5.1 General
In order to meet the requirements stated in clause 4, where the standard is designed for a wide range of end users, an
empirical method has been employed for the elicitation and validation of potential voice commands. Native speakers of
the 30 languages were sampled for this data collection. The previous standard used an online method of data collection
where respondents were asked to complete a questionnaire. This worked well for the five most frequently spoken
languages of the EU. However, the extension of the standard covers countries where internet penetration is relatively
low and online questionnaires for these countries would not yield a representative sample of users for the purposes of
inclusion.
In addition to elicitation and validation, a procedure of phonetic discriminability has been applied to the candidate
commands to ensure minimal confusion with commands that are likely to be simultaneously available.
The employed method consists of three phases:
• Phase 1: Elicitation of command candidates;
• Phase 2: Validation of command candidates;
• Phase 3: Phonetic discriminability.
These phases are outlined here. More detailed descriptions of each phase can be found in annex A.
5.2 Elicitation of command candidates
In this phase, a sample of native speakers representing three age groups, aiming for an equal distribution of men and
women, were invited to take part in an interview on voice commands. At this stage, they were given some general
background to the aims of the study in order to inform them of the aims of the study prior to gaining their consent to
participating in the research. In most cases the interview was conducted by telephone but, in a small number of cases, an
interview was conducted with interviewer and interviewee sitting back to back in order to prevent artefacts based on the
interviewer's reactions. The interviewer, or Native Language Assistant (NLA), was also always a native or near-native
speaker who also carried out translations and transcriptions from documents in the original English and conducted
analyses. They read out, for each command, a phrase describing the function of the device or service, known as the
Carefully Worded Description (CWD), without mentioning any of the most likely resulting terms. The interviewees
were then asked to name the term or terms they would find most suitable as a command in the context of a spoken-
command supported device or service.
EXAMPLE: The carefully worded description used for describing the supplementary service "Call deflection"
was: "You hear the phone ring at a time when you do not want to speak to anyone. You want the
connection to be passed on to another name or number instead. What command would you give
before saying this name or number?".
From this process a number of different alternative command candidates were collected. The lists of terms were then
processed in order to reduce the number of morphological forms, e.g. infinitive or imperative, singular or plural, formal
or informal addressing. The data were also checked for typological errors and answers which did not reflect the function
implied by the carefully worded descriptions. The resulting terms were ordered according to the percentage of
participants who had named them, and the most frequently chosen terms were used as input to the validation phase.
ETSI
10 ETSI ES 202 076 V2.1.1 (2009-08)
5.3 Validation of command candidates
In identifying the appropriate spoken commands it is not sufficient to conduct elicitation alone. It was also necessary to
rank the proposed terms in order to provide a degree of validation. Therefore, validation interviews were set up and
carried out in a similar way to elicitation interviews where the candidate commands were ranked in order of preference
by the participants (see clause A.2). The top-ranked commands were then put forward to the phonetic discriminability
phase.
The method described here was applied to the majority of the languages. However, it became clear that this method
was an unnecessary use of resources as the same result could be obtained by subjecting the results from discrimination
to expert analysis. Therefore, (see clause A.2), expert analysis was applied to those languages which had not undergone
validation, namely: Estonian, Greek, Icelandic, Latvian, Maltese, Norwegian, Portuguese, Raeto-Romance, Swedish,
and Turkish to identify the spoken commands which were chosen for phase 3, phonetic discriminability. The experts
comprised a combination of: the NLAs, industry experts, linguistic and cultural representatives from the countries
involved, and Human Factors experts.
5.4 Phonetic discriminability
Whilst the previous two steps have provided a user-centric approach to the selection of command words, it is still
important to address technology issues.
EXAMPLE: A selection of words may be chosen as a result of the previous two phases that have a high level of
agreement across the user group.
However, if this selection gives rise to a high degree of confusability in the speech recognizer, between words which are
available for use in the same context, then the overall goal of usability is nullified. Therefore, discriminability analysis
was carried out to ensure that command words that are likely to be active simultaneously in a dialogue context can be
recognized correctly by the speech recognition system.
The approach consisted of the following steps:
a) Commands were clustered according to those which would be simultaneously available, e.g. all commands for
functions related to the handling of phone calls.
b) For each context, the top three commands from validation were assessed by native-language experts with
respect to their sounds and not to their orthographic forms. Commands were listed as potentially phonetically
confusable if:
- they share the same initial consonant or consonant cluster;
- they share similar stressed vowels;
- they rhyme;
- they are of equal length.
c) Commands that give rise to possible phonetic confusion were collated.
d) An alternative for one of the command words was chosen, with minimum repercussion with respect to the
ranking of candidates.
5.5 Final command definition
The final pass on the resulting command set was performed by submitting the results to a number of different groups for
verification. These were:
• Educated native speakers to ensure consistency within the entire language set in terms of morphological and
other characteristics.
• The NLAs, who were all native speakers of the languages they assisted with.
• Cultural and linguistic institutes of each of the languages represented in the standard.
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11 ETSI ES 202 076 V2.1.1 (2009-08)
• The industry reference group. This is a body of experts from industry, such as service providers and handset
manufacturers, who would be responsible for the implementation of the standard in some or all of the countries
involved.
• Experts in the design of ICT products and services for all.
6 List of commands
6.1 Principles of use
The spoken commands specified in the present document are divided into the following categories:
1) basic commands;
2) digits;
3) communication commands;
4) commands for the control of and navigation in media;
5) commands for device settings.
For the present document, the following principles of use in implementations apply, assuming a speech recognition user
interface is provided:
1) The ICT device or service shall support all the commands specified in the present document if the
corresponding functionality is implemented.
2) If a function as defined in the present document is not supported by the ICT device or service, the
corresponding command should still be accepted as user input and guidance information should be provided to
the user.
3) The commands specified in the present document can be concatenated into more complex expressions
(e.g. "Call - Paul - Home", or "Divert to - Five - Seven - Nine").
4) In addition to the commands specified in the present document, alternative and additional commands may be
offered by the device and service provider. However, additional commands should be tested for phonetic
discriminability with other commands available in the same context.
5) One word which was suggested for inclusion in the standard is "Select". This allows users to choose an item
from a menu. However, the suggestion came too late for the data collection exercise. This word may be the
subject of an extension to the present document but, in the mean time, command 1.1 in table 1.a ("confirm
operation") may provide a suitable command.
6) For some languages, one command is used for more than one function (e.g. 3.1 and 3.2). However, in these
cases, the command should be disambiguated by their different contexts.
7) In some languages functions are covered by one command, in other languages alternative commands exist for
those same functions. This is a direct result of the empirical data collection and subsequent analysis.
For clarity where there is more than one command for a function, these commands have been separated by commas and
the first word of a command starts with an upper case letter.
8) For commands for emergency services (3.7) only the relevant words in each language are given. The spoken
commands for the digits 112 are already specified in clause 6.3. In addition, if a user wanted to say "Call 112"
or "Dial 112", the relevant word for "Call" or "Dial" is also specified in clause 6.4.
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9) Two of the official languages of EFTA member countries Norway and Switzerland are represented by more
than one variant, namely Bokmål and Nynorsk for Norwegian (Riksmål and Høgnorsk have not been
considered), and Ladin, Surmiran, Sursilvan, and Rumantsch Grischun for Raeto-Romance (Sutsilvan, Putér,
and Vallader have not been considered). Which of these variants is represented in a given command is
indicated by indices and footnotes in the respective tables.
6.2 Basic commands
Basic commands are employed frequently across a wide range of applications but they maintain the same effect,
irrespective of the (dialogue) context in which they are executed. The meaning of each basic command is explained in
table 1a, and the language-specific versions of the basic commands in the 30 languages are presented in tables 1b
through 1g.
EXAMPLE: A user is unfamiliar with a new spoken-command system. She activates it ("Wake-up") and
requests it to list the available commands ("Options"). After exploring some of the supported
functionality, she decides to return to the main menu of the command tree ("Main menu") to
navigate to a specific application. Once taking the wrong menu tree branch, the user returns to the
previous menu-tree position ("Go back"). The application she then activates requires some initial
input from her by asking some questions that are answered either affirmatively ("Yes") or
negatively ("No"). In one case, she did not understand the question properly and asks the system
to repeat it ("Repeat"). Following this, she leaves the voice-command system for a break
("Standby"). After returning to the spoken-command system, the user activates the help system
("Help") and receives some voice-based explanation, but decides that this is not helpful ("Stop")
and asks to be connected to a human operator ("Operator"). After having completed her activities,
she shuts down the system ("Goodbye").
Table 1a: Basic commands
Index ICT device/service function Explanation
1.1 Confirm operation Positive confirmation
1.2 Reject operation Negative confirmation
1.3 Wake-up the speech recognizer ASR ignores all speech input, except a wake-up command (hot-word,
(ICT device or service in word magic word or keyword). When this command is detected, the
spotting mode) recognizer switches to a larger active vocabulary, determined by the
dialogue design
1.4 Enter idle mode Put the service into monitoring mode for a wake-up command
1.5 Terminate service Get off line, end session
1.6 Help Provide context-dependent explanations and guidance (may provide
more detailed help on repetition of the command)
1.7 Transfer to human operator Leave the speech recognition mode and transfer to a human attendant,
an operator, in telecommunications-specific contexts. This command
should also be used when offering relay services
1.8 Go to top level of service Leave current function, go to main menu or application
1.9 List commands and/or functions Request for listing of available commands (optionally with their
functionality)
1.10 Cancel current operation Immediately abort ongoing operation (e.g. during the (long) playback of
a recorded message)
1.11 Go back to previous node or Navigate backwards in a dialogue structure (can also be used to cancel
menu a forced choice operation)
1.12 Read prompt again Repetition of the last acoustic feedback message

Table 1b: Basic commands (Bulgarian, Croatian, Czech, Danish, Dutch)
Index ICT device/service Bulgarian Croatian Czech Danish Dutch
function
1.1 Confirm operation Да Da, Ano Ja, Ja
Izvrši Udfør
1.2 Reject operation Не Ne, Ne Nej, Nee
Odustani Annuller
1.3 Wake-up the speech Aктивирай Aktiviraj Vstávat Aktiver Activeren
recognizer (ICT device
or service in word
spotting mode)
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Index ICT device/service Bulgarian Croatian Czech Danish Dutch
function
1.4 Enter idle mode Чакай команда Zaklju čaj Spi Standby Stand-by
1.5 Terminate service Край Ugasi se Konec Sluk Afsluiten
1.6 Help Помощ Pomoć Nápověda Hjælp, Help
Vejledning
1.7 Transfer to human Oператор Zovi operatera Volat pomoc Personlig Helpdesk
operator assistance
1.8 Go to top level of Главно меню Glavni meni Menu Menu Menu
service
1.9 List commands and/or Покажи Opcije Co umíš Kommandoer Opdrachten
functions функции tonen
1.10 Cancel current Стоп, Prekini pokušaj Zrušit Stop Stop
operation Прекрати
1.11 Go back to previous Върни назад Vrati se, Zp ět Tilbage Terug
node or menu Nazad
1.12 Read prompt again Повтори Ponovi Opakovat Gentag Herhaal

Table 1c: Basic commands (English, Estonian, Finnish, French, German)
Index ICT device/service English Estonian Finnish French German
function
1.1 Confirm operation Yes, Jah, Jatka, OK, Ja,
Confirm Kinnita Kyllä Oui OK,
Ausführen
1.2 Reject operation No Ei En jatka,
Non Nein
Ei,
Keskeytä
1.3 Wake-up the speech Wake-up, Hääl, Herätys, Activer Aktivieren,
recognizer (ICT device Activate Ava Aktivoi Start,
or service in word Aufwachen
spotting mode)
1.4 Enter idle mode Standby, Lukusta, Lepotila, Veille Stand-by
Lock Hääl lukku Lukitse
1.5 Terminate service/End Goodbye, Lõpeta, Sulje, Quitter, Beenden,
Call Exit Lõpp Lopeta Au revoir Ausschalten,
Ende
1.6 Help Help Juhend, Opasta, Aide Hilfe,
Abi Apua Weiterhelfen
1.7 Transfer to human Operator Infoabi, Yhdistä Assistance, Service,
operator Kliendiinfo, tukipalveluun Support Hotline
Ühenda
technique
kliendiinfoga
1.8 Go to top level of Main menu Peamenüü, Päävalikko Menu principal Hauptmenü
service Algmenüü
1.9 List commands and/or Options Menüü Näytä Choix, Menü,
functions komennot Menu Befehls-
übersicht,
Optionen
1.10 Cancel current Stop Katkesta, Peruuta Stop Abbruch,
operation Katkesta Stopp
tegevus
1.11 Go back to previous Go back, Tagasi, Edellinen Retour, Zurück
node or menu Back Eelmine olek valikko, Précédent
Takaisin
1.12 Read prompt again Repeat Korda Toista Répéter Wiederholen

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Table 1d: Basic commands (Greek, Hungarian, Icelandic, Irish, Italian)
Index ICT device/service Greek Hungarian Icelandic Irish Italian
function
1.1 Confirm operation Επιβεβαίωση Igen, Staðfesta Cinnte Sì,
Oké Confermo
1.2 Reject operation Όχι Nem Hafna Ná dein Annulla,
No
1.3 Wake-up the speech Ενεργοποιώ Start, Vakna, Dúisaigh Riprendi,
recognizer (ICT device Ebredes Virkja, Attiva,
or service in word Vekja Comincia,
spotting mode) Inizia
1.4 Enter idle mode Εισαγωγή σε Alvas Sofna, Téigh a codlath Sospendi,
κατάσταση Sofa, Stand-by
αδράνειας Svæfa,
Hvíla
1.5 Terminate service Έξοδος Kilépés Hætta, Slán Spegni,
Slökkva, Fine
Loka
1.6 Help Βοήθεια Súgó Hjálp, Cabhair Aiuto
Leiðbeiningar
1.7 Transfer to human Χειριστής Segítség Fá aðstoð Duine Operatore,
operator Assistenza
1.8 Go to top level of Κεντρικό μενού Menü Yfirlit, Arís Menù
service Aðgerðayfirlit principale
1.9 List commands and/or Λίστα εντολών Parancsok Telja upp Liosta Menù,
functions valmöguleika, Lista comandi
Valkostir
1.10 Cancel current Ακύρωση Állj Hætta við, Stop Stop,
operation τρέχουσας Afturkalla Interrompi,
λειτουργίας Ferma,
Cancella
1.11 Go back to previous Επιστροφή στο Vissza Til baka, Ar ais Indietro,
node or menu προηγούμενο Bakka Precedente
μενού
1.12 Read prompt again Επανάληψη Újra Endurtaka Abair arís Ripeti

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Table 1e: Basic commands (Latvian, Lithuanian, Macedonian, Maltese, Norwegian)
Index ICT device/service Latvian Lithuanian Macedonian Maltese Norwegian
function
1,2
1.1 Confirm operation J ā Taip Да, Iva
Ja
Продолжи
1,2
1.2 Reject operation Nē Ne Не, Le
Nei
Престани
1,2
1.3 Wake-up the speech Atbloķēt Įjungti Активирај се Ixg ħel
Aktiver
recognizer (ICT device
or service in word
spotting mode)
1.4 Enter idle mode Blo ķēt Bud ėti Зачувај Qieg ħed
Hvilemodus ,
команда g ħal-lest
Kvilemodus
1,2
1.5 Terminate service Beigt Baigti Исклучи се, Itfi
Slå av ,
1,2
Стоп
Avslutt
1,2
1.6 Help Pal īdzība Info, Помош Għajnuna
Hjelp
Pagalba
1.7 Transfer to human Operatoru Operatorius Повикај Qabbadni Ring
1,2
operator оператор ma' l-operatur
kundeservice
1.8 Go to top level of Atpakaļ Pagrindinis Главно мени Menù prin ċipali
Hovedmeny ,
service meniu,
Hovudmeny
Meniu
1,2
1.9 List commands and/or Izvēlne Komand ų Покажи опции Lista ta'
Meny ,
1,2
functions s ąrašas, commands
Alternativ ,
Meniu
Tilgjengelige
kommandoer ,
Tilgjengelege
kommandoar
1,2
1.10 Cancel current Pārtraukt Stop Стоп веднаш Ieqaf
Avbryt
operation
1,2
1.11 Go back to previous Atpakaļ Atgal, Претходна Ta' qabel
Gå tilbake
node or menu Gr įžti опција
1,2
1.12 Read prompt again Atk ārtot Kartoti, Повтори Irrepeti
Gjenta
Pakartoti
NOTE: In the column for Norwegian, the indices represent the variants of the language to which a command applies:
1 = Bokmål;
2 = Nynorsk.
Table 1f: Basic commands (Polish, Portuguese, Raeto-Romance, Romanian, Russian)
Index ICT device/service Polish Portuguese Raeto- Romanian Russian
function Romance
1.1 Confirm operation Tak Sim Da Да
Schi ,
Ea ,
Gie ,
Gea
1,2,3,4
1.2 Reject operation Nie, Não Nu Нет
Na
Anuluj
1,2,3,4
1.3 Wake-up the speech Aktywuj Ativar Reactivează, Активировать,
Activar ,
1,2,3,4
recognizer (ICT device Activează Включить
Cuntinuar
or service in word
spotting mode)
1,3,4
1.4 Enter idle mode Zablokuj Ligar Standby, Заблокировать,
Standby ,
3,4
Pauză Стэнд- бай
Pausa ,
Pôssa
1,3,4
1.5 Terminate service Koniec Sair Închide Выйти,
Finir ,
Выключить
Fegn ,
Tschentar
3,4
ora
1.6 Help Pomoc Ajuda Ajutor Помощь
Agüd ,
Ageid ,
3,4
Agid
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Index ICT device/service Polish Portuguese Raeto- Romanian Russian
function Romance
1,2,3,4
1.7 Transfer to human Konsultant Operador Consultant, Оператор,
Assistent
operator Operator Сервис
1,3,4
1.8 Go to top level of Menu Voltar ao menu Meniu Функции,
Menu ,
1,2,4
service Ме ню
Survista ,
Survesta
1,2,3,4
1.9 List commands and/or Komendy Menu Comenzi Список команд
Funcziuns
functions
1,2,3,4
1.10 Cancel current Stop Abortar Stop Остановить
Stop ,
operation
Interromper ,
1,3,4
Interrumper
1.11 Go back to previous Wróć Retornar Înapoi Назад
Inavo ,
2,3
node or menu
Anavos ,
Enavos
1,2,3,4
1.12 Read prompt again Powtórz Repetir Repet ă Повторить
Repeter
NOTE: In the column for Raeto-Romance, the indices represent the variants of the language to which a command
applies:
1 = Ladin;
2 = Surmiran;
3 = Sursilvan;
4 = Rumantsch Grischun.
Table 1g: Basic commands (Slovak, Slovene, Spanish, Swedish, Turkish)
Index ICT device/service Slovak Slovene Spanish Swedish Turkish
function
1.1 Confirm operation Áno Da, Sí, Ja, Onayla
Potrdi, Confirmar OK
Ja
1.2 Re
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