InfoMagic Standards 1994 January/InfoMagic Standards - January 1994.iso/ccitt/1988/troff/2_2_02.tro

Text File | 1991-12-12 | 140KB | 5,628 lines

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SECTION\ 3
.ce 0
.sp 1P
.ce 1000
\fBGENERAL\ PROVISIONS\ CONCERNING\ USERS\fR \v'1P'
.ce 0
.sp 1P
.sp 2P
.LP
\fBRecommendation\ E.120\fR
.RT
.sp 2P
.ce 1000
\fBINSTRUCTIONS\ FOR\ USERS\ OF\fR
.EF '%    Fascicle\ II.2\ \(em\ Rec.\ E.120''
.OF '''Fascicle\ II.2\ \(em\ Rec.\ E.120    %'
.ce 0
.sp 1P
.ce 1000
\fBTHE\ INTERNATIONAL\ TELEPHONE\ SERVICE\fR
.FS
Other Recommendations which should be considered in this respect are: E.115,
E.121, E.122, E.123, E.126,
E.127, E.128, E.160, E.161.
.FE
.ce 0
.sp 1P
.LP
    \fBPreamble\fR
.sp 1P
.RT
.PP
This Recommendation outlines the principles and guidelines for
Administrations in the preparation of user instructions.
.PP
The growth of the worldwide telephone network emphasizes the urgency to
improve customer performance when using telecommunications services. The
absence of clear and up\(hyto\(hydate information and instructions for
users of the worldwide telephone service can only result in a low degree
of customer
satisfaction and unnecessarily high costs to Administrations. Consequently,
Administrations are urged to promote, through the use of this Recommendation,
progress towards the adoption of the guidelines which follow.
.RT
.sp 2P
.LP
\fB1\fR     \fBGeneral principles\fR
.sp 1P
.RT
.PP
1.1
Up\(hyto\(hydate comprehensive instructions should be made readily
available to users of the
public telephone service
, by
Administrations.
.sp 9p
.RT
.PP
1.2
The objective of such instructions is to allow customers to
complete calls themselves to the maximum extent possible and reduce errors
in the use of the international network, thus:
.LP
    \(em
    assisting the user and providing greater satisfaction on his
part,
.LP
    \(em
     effecting significant cost savings by Administrations through more efficient
use of the network.
.PP
1.3
On this basis, the full availability of current instructions
should be considered as equally important as the overall planning,
provisioning, operating and maintaining processes, the costs of which are a
normal and inherent part of the supplying of good telecommunications service.
.PP
1.4
Established instructions provided by Administrations should be
evaluated on a regular and continuing basis with a view to their improvement.
Observations of service quality, studies of customer calling difficulties,
questionnaires, customer comments, laboratory experiments, and any other
means which may be available or practicable should be considered the normal
tools for furnishing good instructions.
.bp
.PP
1.5.1
The introduction of new services shall include clear and easy to use instructions
for use by the customer. These instructions constitute a
normal part of the introduction of these services.
.PP
1.5.2
Every effort should be made to test the effectiveness of
instructions before issue and then to promote and promulgate on an
international basis those proven to be most effective in practice, with due
regard to the needs of different countries.
.PP
1.5.3
Design of instructions should play a key role in the development of proposed
new services, from the customer point of view, rather than being
considered belatedly in operational and hardware decision making and
manufacture.
.PP
1.5.4
Optimal instructional practices as proved in service might be
made available to all interested Administrations in order to improve customer
performance and effect significant cost savings.
.sp 2P
.LP
\fB2\fR     \fBInstructions\fR
.sp 1P
.RT
.PP
2.1
The most common means of providing a range of instructions and
information to customers for the effective use of the telephone service is
through the medium of printed \fIpublic telephone directories\fR issued on a
general basis by Administrations.
.sp 9p
.RT
.PP
2.2
In addition, these printed instructions should normally be placed in public
places for use by customers, such as public telephone
booths and post offices.
.PP
2.3
Further instructions for specific purposes may be issued to
users, for example:
.LP
    \(em
    dialling instruction booklets,
.LP
    \(em
    dialling code booklets,
.LP
    \(em
    operating procedure booklets (for supplementary services),
.LP
    \(em
    personal telephone directories,
.LP
    \(em
     other telephone guide books (multilingual), pamphlets or cards of a specialized
nature.
.PP
2.4
Access to spoken instructions can be provided through the
provision
of operators or recorded announcement machines dedicated to this activity;
one aim should be to reduce to the greatest extent customer references
to the
operator assistance service.
.sp 9p
.RT
.PP
2.5
Specialized instruction can with advantage be given through the
medium of inclusion in school curriculums, radio broadcast and television
transmissions, other printed media and special public presentations for the
purpose of improving customer performance.
.sp 2P
.LP
\fB3\fR     \fBPublic telephone directories\fR
.sp 1P
.RT
.PP
3.1
\fIPublic telephone directories\fR are published regularly by
Administrations as the most common means of informing customers of service
numbers which are generally available for public use, instructions on use of
the service, and easy to find current customer telephone number listings.
It is recognized that the layout of directories is governed by considerations
which may vary from country to country; however, it is desirable that such
lists of subscribers should be capable of ready consultation by the Administrations
and/or subscribers of other countries. To this end, similarity in sequence
and presentation of directory information should be regarded as a desirable
international objective to be achieved within the constraints of language
differences.
.sp 9p
.RT
.PP
3.2
Such information can be conveyed by words,
pictograms
and  internationally standardized symbols, the basic need being to impart clear
information to the caller (see Recommendation\ E.121). It would be very
useful, in order to encourage the use of the international telephone service,
if
directories (especially those supplied to other Administrations and/or to
subscribers of other countries) were composed in roman characters, particularly
those relating to the names and addresses of subscribers.
.bp
.PP
3.3
Public telephone directories may cover a single numbering plan
area, or several numbering plan areas on an exchange or geographical basis
or portions thereof based on a community of interest and are issued free
of charge to subscribers in these areas.
.PP
3.4
They may be published as a single volume or as groups of volumes, keeping
in mind the need for brevity and simplicity, regular editing and
up\(hyto\(hydate publication, consistency between volumes, for maximum
readability
and ease of use by the customer. Each volume of the lists of subscribers
could usefully contain a recapitulatory list of the subdivisions mentioned
in the
volume, or an equivalent chart.
.PP
3.5
Language difference on the part of residents and foreign visitors  is
an important factor to be considered in the publication of public telephone
directories. Multilingual information, when included, should be well presented
so that those who have partial knowledge of, or no language of the country
are not deterred from using the service.
.PP
3.6
To avoid difficulties in the interpretation of instructions due to language
differences, the harmonization of the General Information pages in the
telephone directory
must be continued. In these pages, instructions are clearly and concisely
given by means of recommended symbols and pictograms and by graphical representation
of the operational procedures of the telephone
service (see Recommendation\ E.126).
.PP
3.7
Moreover, with a view to reducing the difficulties experienced by foreign
visitors in consulting the first pages of the telephone directory, some
of these pages should contain a summary of the essential information in
different foreign languages with references to the full text of the
instructions given in the \*QGeneral Information pages\*U in the national
language (see Recommendation\ E.127).
.PP
3.8
Public telephone directories should be subdivided into at least
two basic parts easily recognizable, for example by means of different
coloured pages (for example, pink for instructional pages and white for
customer
telephone number listings). Page edge\(hymarking or intercover publicity
are other alternatives.
.PP
3.8.1
Call guide instructions for users should consist, for example, of the following,
in order of priority:
.LP
    \(em
    index;
.LP
    \(em
    emergency call
numbers (police, fire, ambulance,
language service, etc.);
.LP
    \(em
    service department codes and operator assistance numbers;
.LP
    \(em
    how to dial;
.LP
    \(em
    local dialling instructions with lists of exchange or
geographic place names, codes, maps of area coverage and applicable charges
if any;
.LP
    \(em
    national long\(hydistance dialling instructions, with lists of
place names, long\(hydistance prefixes, area codes, maps and details of
call charges;
.LP
    \(em
    international long\(hydistance dialling instructions, with
international prefixes, country codes, area codes and details of
call charges, etc.;
.LP
    \(em
    how to use the directory;
.LP
    \(em
     general information which the Administration may feel useful or important
to the user;
.LP
    \(em
    examples drawn from Recommendation E.123 to illustrate the
standard national and international notation for telephone numbers, to
facilitate understanding of the composition of international numbers;
.LP
    \(em
    numbers of the administrative services of Administrations,
their addresses and enquiry points;
.LP
    \(em
     list of codes and telephone numbers of the telephone services which are
available, together with recommended symbols to
assist foreign visitors.
.sp 1P
.LP
3.8.2
    \fICustomer listings\fR
.sp 9p
.RT
.LP
    \(em
     Alphabetical lists in black print on white pages of subscribers (surname,
given names or initials and postal address) either by
numbering plan, exchange or geographical area (or combinations
thereof) with an appropriate identification in heavier type at
the beginning of the list and at the top of each page and/or
column.
.bp
.LP
    \(em
     Listings belonging to another directory area including those of other
countries should be easily distinguishable, and show the
appropriate information in order that a call can be completed.
.LP
    \(em
     Alphabetical lists may be split where desired, into residence and business
listings.
.PP
3.8.3
The instructional pages should precede the customer listings.
.sp 9p
.RT
.PP
3.8.4
Where there is a need for more than one language in a country,
colours or other means of differentiation may be used as appropriate in the
instructional pages.
.PP
3.9
The same directory may contain sections other than the
alphabetical list of subscribers, but these sections may equally be published
as a separate volume or volumes, for example:
.sp 9p
.RT
.sp 1P
.LP
3.9.1
    \fIClassified listings\fR (Yellow pages)
.sp 9p
.RT
.LP
    \(em
    a classified business trade and professional section in
alphabetical order, followed by names in alphabetical order under
the respective headings, together with address and telephone
number.
.sp 1P
.LP
3.9.2
    \fIServices promotion\fR (Green pages)
.sp 9p
.RT
.LP
    \(em
    a section or filler pages to allow the Administration to
illustrate services it wishes to sell, or makes available free of
charge, and provide instructions for specialized instruments
which may be connected to the network, in addition to other
information (e.g. postal or telegraph information, PBXs, telex
or data services). Photographs, recommended pictograms and symbols
could be used, particularly to
help foreign visitors to take advantage of the services.
.PP
3.9.3
Optional classified listings and service promotion sections
should follow the instructional pages and customer listings so as not to
negate the basic nature of the latter, from the users' point of view.
.sp 9p
.RT
.PP
3.10
It is desirable that the effectiveness of the existing public
telephone directories should be tested periodically in order to improve
customer performance in the use of the network.
.PP
3.11
The front cover or the first pages of each book of a directory, or each
section of a directory, should preferably be used to emphasize important
information such as emergency numbers although these may be also listed
elsewhere.
.PP
3.12
Other information deemed important by Administrations, for example national
laws or regulations, billing information, etc. might be placed on the back
pages or spare pages due to the binding process. These pages might also
be used for personal notation of telephone numbers to increase the value
of the
directory from the users' point of view.
.PP
3.13
Administrations may wish to consider the use of staff dedicated
to the improvement of directory listings, resolution of particular listing
problems and which can ensure a source of additional revenue (e.g. additional
listings).
.PP
3.14
Recommendation\ E.114 outlines the conditions for supplying lists of subscribers
(by directories and other means) to other Administrations.
.sp 2P
.LP
\fB4\fR     \fBPublic telephone booths\fR
.sp 1P
.RT
.PP
4.1
Public telephone booths should preferably
be identified externally with the applicable internationally approved symbols,
particularly at locations frequented by tourists.
.sp 9p
.RT
.PP
4.2
In addition, they should be equipped with public telephone
directories relative to the areas in which they are located and associated
calling instruction booklets as appropriate.
.PP
4.3
Public telephone booths should, as necessary, prominently display notices
listing exchanges which can be reached without dialling the full
national number. Lists of dialling codes, particularly those most frequently
used should also be displayed to reduce enquiries to operators to the
minimum.
.bp
.PP
4.4
Public telephone booths should display
relevant pictograms and symbols to instruct customers on how to place national
and international calls, to obtain assistance from operators, or to place
calls to emergency numbers (fire, police, etc.). (See Recommendation\ E.121.)
.PP
4.5
Administrations should preferably display instructional
information in more than one language and give careful consideration to
the use of several languages for maximum assistance, particularly in call
offices and transport terminals where foreign visitors can be expected
and so help reduce costly operating assistance services.
.PP
Harmonization of the human factor aspects of payphones may be an efficient
means not only of ensuring the correct use of payphones in the
international telephone service but also of obviating the need for different
instructions to foreign visitors, which may become virtually superfluous in
the future.
.PP
4.6
Similarly, instructional information regarding other services
provided by the Administration may be posted.
.sp 2P
.LP
\fB5\fR     \fBInstructional information for specific purposes\fR
.sp 1P
.RT
.PP
5.1
Considering the scope, size and normal availability of public telephone
directories, the ease and need of travel by users, the increasing use and
reliability of telecommunications and the lack of knowledge on the part
of foreign visitors, then personalized instructional information should
be made available.
.sp 9p
.RT
.PP
5.2
This generally takes the form of personal \fIpocket information\fR
issued to new customers, either residence or business, heavy users, or
generally available upon request. Such information includes:
.LP
    \(em
    dialling instruction booklets,
.LP
    \(em
    dialling code booklets,
.LP
    \(em
    operating procedure booklets,
.LP
    \(em
    personal telephone directories,
.LP
    \(em
    other telephone guide books, pamphlets or cards.
.PP
5.3
Administrations should consider making appropriate information available
to foreign visitors and to their customers who plan to visit other
countries or who otherwise have a need. This might be arranged and exchanged
on a bilateral basis for mutual benefit.
.sp 9p
.RT
.PP
5.4
Careful attention should be directed to publishing instructions in more
than one language to ensure as wide a use as possible. The use of
appropriate pictograms and symbols of the recommended design would assist
the customer in unfamiliar situations (see Recommendation\ E.121).
.PP
5.5
Dialling instruction booklets are published to facilitate the
placing of national calls and international calls. Ideally, instructions for
both should be in the same booklet and should be essentially the same as
provided in public telephone directories.
.PP
Since the characteristics of payphones at present differ from one country
to another, detailed instructions should be provided for identifying
payphones, for making national and international calls correctly from them
and for correctly paying for the calls.
.PP
5.6
Dialling code booklets should similarly list the appropriate
codes for national and international calls, in separate sections of the same
booklet.
.PP
5.7
Operating procedure booklets may be essentially the same as
dialling code booklets but include appropriate control procedures for special
services which the customer may want to use, preferably of an internationally
standardized nature.
.bp
.PP
5.8
Special cards or specialized leaflets may also be made available to illustrate,
for example:
.LP
    \(em
     dialling codes or instructions for foreign visitors on how to make national
and international calls;
.LP
    \(em
    tones which may be encountered in dialling national or
international calls, illustrated by pictograms or
internationally standardized symbols;
.LP
    \(em
     use of particular services that are available or whose proper use should
be encouraged;
.LP
    \(em
    practical or helpful hints to foreign visitors regarding any
aspect of the service;
.LP
    \(em
    guidance to travellers telephoning home from abroad (see
Supplement No.\ 6 at the end of this fascicle).
.PP
5.9
The above\(hymentioned leaflets and Supplement No. 6 should so far as possible
be combined, provided that this arrangement is convenient for users (see
Recommendation\ E.128).
.sp 9p
.RT
.PP
5.10
Personal telephone directories can be particularly useful to
users for their notation of particular or frequently called numbers.
Administrations could consider the inclusion of a minimal amount of key
instructional information.
.PP
5.11
Administrations are encouraged to establish and maintain close
liaison with other countries' tourist boards to ensure that current information
about its services is available to prospective visitors in suitably translated
form.
.sp 2P
.LP
\fB6\fR     \fBInstructions by operators\fR \fBor\fR
\fBrecorded
announcements\fR
.sp 1P
.RT
.PP
6.1
Correct dialling instructions can be given to customers as
required in the process of placing a call, by special intercept operators or
recorded announcements dedicated to that type of instruction.
.sp 9p
.RT
.PP
6.2
This may be given in more than one language, or the customer
directed to an appropriate language operator for assistance. Inferred is
special training on the part of the operators.
.PP
6.3
Recorded announcement machines may be employed on a public basis, where
feasible, to which users could be encouraged to call for instructional
information (e.g. demonstration of foreign tones or announcements, etc.).
.PP
6.4
To aid in a clearer understanding of the world's telephone
system, a verbal announcement used within the various networks should
preferably be interleaved with the special information tone (SIT).
.PP
\fINote\fR \ \(em\ This tone is internationally standardized and designed
to invite a calling subscriber to get in touch with an operator in his
country
when he cannot understand a message aurally received.
.PP
6.5
It is paramount that if recorded announcements are used, the
words should be chosen with extreme care to avoid customer confusion.
.sp 2P
.LP
\fB7\fR     \fBSpecialized instructions\fR
.sp 1P
.RT
.PP
7.1
Administrations may choose to employ specialized instructions in a formal
manner through other media for example:
.sp 9p
.RT
.LP
    \(em
    educational programmes in elementary or more advanced school
curriculums,
.LP
    \(em
    educational programmes and aids for teachers,
.LP
    \(em
     radio broadcasts or television transmissions of instructional information,
exclusive of advertising,
.LP
    \(em
    presentation of instructions through newspapers or magazines,
.bp
.LP
    \(em
    film presentations to private groups, or to larger public
groups in cinemas,
.LP
    \(em
    presentations at local, national or international exhibitions,
.LP
    \(em
    special inserts with customer accounts,
.LP
    \(em
    special leaflets for restricted or wide distribution,
.LP
    \(em
    special classes on customers', or Administration, premises
(e.g. PBX or Centrex users, etc.),
.LP
    \(em
    change of number postcards and letterhead stickers for
individual subscriber use, etc.
.PP
For the training of future users, who may become an increasingly important
part of worldwide telecommunications customers, some of the above
items may be applicable.
.PP
7.2
Some such programmes may be more effective than others and
while efficacy may be difficult to determine, evaluation is an important
aspect towards optimum instruction at least cost.
.sp 9p
.RT
.sp 2P
.LP
\fBRecommendation\ E.121\fR
.RT
.sp 2P
.sp 1P
.ce 1000
\fBPICTOGRAMS\ AND\ SYMBOLS\ TO\ ASSIST\ USERS\ OF |
THE\ TELEPHONE\ SERVICE\fR
.EF '%    Fascicle\ II.2\ \(em\ Rec.\ 121''
.OF '''Fascicle\ II.2\ \(em\ Rec.\ 121    %'
.ce 0
.sp 1P
.LP
\fB1\fR     \fBGeneral definitions and guidelines\fR
.sp 1P
.RT
.sp 1P
.LP
1.1
    \fIDefinitions\fR
.sp 9p
.RT
.PP
\fBpictograms and symbols\fR convey information in pictorial form.
They are widely used in the telecommunication field to denote specific
types of equipment and services and to instruct people in the use of such
equipment and services.
.PP
A
pictogram
is a simplified pictorial representation. It is commonly used to guide
people and tell the person \fIhow\fR to achieve a certain
goal. It consists of more or less realistic elements. Pictograms should be
self\(hyexplanatory.
.PP
A
symbol
is an abstract pictorial representation; it commonly stands for something
and tells a person \fIwhat\fR he is faced with. It is not
necessarily realistic and often requires a learning process in order to be
understood.
.PP
There is not always a sharp distinction between pictograms and
symbols. Pictorial representations can be placed on a continuum with on
the one end realistic pictograms which can be readily understood and on
the other end abstract symbols which are difficult to understand without
prior learning.
.RT
.sp 1P
.LP
1.2
    \fIPictograms and symbols as an alternative to written text\fR
.sp 9p
.RT
.PP
Advantages of pictograms and symbols as compared with written text  are:
.RT
.LP
    \(em
    independence of language;
.LP
    \(em
    greater efficiency in denoting direction and other special
attributes;
.LP
    \(em
    greater spatial compactness;
.LP
    \(em
    faster visual perception;
.LP
    \(em
    more eye\(hycatching.
.PP
Disadvantages of pictograms and symbols as compared with written   text are:
.LP
    \(em
    less efficiency in conveying detailed information;
.LP
    \(em
    greater risk of incorrect interpretation;
.LP
    \(em
    for abstract symbols, the need of some prior learning in
order to be correctly understood.
.bp
.PP
Pictorial representation of an abstract concept should only be
used instead of written text if the user can be assumed to have adequate
opportunity for learning (for instance through frequent usage).
.PP
To prevent incorrect interpretation, pictograms or symbols may be
accompanied by supplementary text. This is especially advisable if correct
interpretation could be of vital importance to the user. An additional
and important advantage of supplementary text is that it facilitates the
learning of symbols and pictograms.
.RT
.sp 1P
.LP
1.3
    \fIGuidelines for design\fR
.sp 9p
.RT
.PP
The idea for a
pictorial design
for a particular
application should, whenever possible, be based on the user's mental picture
of that application.
.PP
Realistic pictograms are more self\(hyexplanatory and require less
learning than abstract symbols. Hence, whenever possible, the designer
should aim at realistic representation.
.PP
To achieve fast visual recognition, a pictogram or symbol should be as
simple as possible and it should be easily distinguishable from other currently
used pictograms and symbols.
.PP
The design of a consistent set of symbols should be guided by a few
unambiguous rules about the meaning of pictorial elements within a particular
application and the relationship between these elements (see, for example,
\(sc\ 2.5.3). The set should not be larger than strictly necessary; a maximum
of
three different elements is recommended.
.PP
The design of pictograms and symbols should meet the technical
requirements of their application. If they are to be displayed on the
individual keys of a keyboard or on a VDU screen, their design should allow
this without essential modification. In both these cases they should be
easily recognizable from a distance of 50\ cm.
.RT
.sp 1P
.LP
1.4
    \fIGuidelines for testing\fR
.sp 9p
.RT
.PP
To find the most suitable symbol or pictogram for a particular
application, it is advisable that a number of different designs be generated
and submitted for testing.
.PP
The method of testing a pictogram or symbol should depend on its
intended application. If the application offers little or no opportunity for
learning, the test should determine the degree of correct recognition without
prior learning. If the application allows prior learning, the test should
determine how many trials are needed to arrive at a previously determined
criterion of correct recognition. If a pictogram or symbol is to be used in
conjunction with other pictograms or symbols, it should be tested within the
context of these other symbols of pictograms (see, for an example,
Annex\ A).
.RT
.sp 1P
.LP
1.5
    \fIStandardization\fR
.sp 9p
.RT
.PP
Great advantages accrue when the meaning of symbols and pictograms becomes
common knowledge. It follows that standardization is desirable,
especially when such standardization can be in conformity with existing
standards produced by other standards organizations.
.RT
.sp 1P
.LP
1.6
    \fIDesign specifications\fR
.sp 9p
.RT
.PP
The styling, size, colour and position of each recommended symbol or pictogram
is left to the discretion of the Administration. Each symbol or
pictogram should, however, bear a close perceptual similarity to those
shown in this Recommendation.
.PP
Figure titles for Figures\ 1/E.121 through 4/E.121 and 7/E.121 give
those pictorial elements which are considered essential. Symbols may be
contained within a suitable frame or border.
.RT
.sp 2P
.LP
\fB2\fR     \fBSpecific recommendations\fR
.sp 1P
.RT
.sp 1P
.LP
2.1
    \fISymbol for telephone\fR
.sp 9p
.RT
.PP
A symbol for telephone may be used:
.RT
.LP
    a)
    in place of the word telephone;
.LP
    b)
    as an adjunct to a
telephone number
;
.LP
    c)
    to indicate a place where telephone calls can be made;
.LP
    d)
    to refer to the telephone service in general.
.bp
.PP
When such a symbol is used, it should be a representation of a
telephone handset. The symbol given here (Figure\ 1/E.121) is similar to
the one cited in\ [1] and those commonly found on
road traffic signs
and in
railway stations
.
.LP
.rs
.sp 15P
.ad r
\fBFigure\ 1/E.121, p.1\fR
.sp 1P
.RT
.ad b
.RT
.sp 1P
.LP
2.2
    \fISymbol for information\fR
.sp 9p
.RT
.PP
A symbol for information can be used in
telephone
directories
, in lists of relevant telephone numbers shown in telephone
booths, in other places where information via the telephone can be given,
or in printed information for foreign visitors. It may also be used in
association
with several telephone (service) numbers. It may be used to draw attention
to:
.RT
.LP
    a)
    general
telephone service information
;
.LP
    b)
    information about national or international telephone
numbers;
.LP
    c)
    assistance in
foreign languages
;
.LP
    d)
    information about hotels, theatres, etc.
.PP
When such a symbol is used, it should consist of the letter\ i
(lower case) as shown in Figure\ 2/E.121. The symbol may be contained within
a suitable frame or border. Since this symbol is a general reference, it
should be associated with appropriate words or other symbols to show the
nature of the information provided at the corresponding telephone number.
For example, the
symbol \*Qtelephone\*U for general telephone inquiry and the words \*QEnglish\*U,
\*QDeutsch\*U, \*QFran\*,cais\*U for assistance in foreign languages.
.LP
.rs
.sp 6P
.ad r
\fBFigure\ 2/E.121, p.\fR
.sp 1P
.RT
.ad b
.RT
.sp 1P
.LP
2.3
    \fISymbols for emergency numbers\fR
.sp 9p
.RT
.PP
In some countries a
general emergency number
is available to be dialled in all emergency situations. In other countries
different
telephone numbers are used for each
emergency service
such as fire
brigade, ambulance or police. Where a symbol is used to indicate the general
emergency number, that symbol should be \*QSOS\*U as shown in Figure\ 3/E.121.
Where no general emergency number exists, the symbol may be used to draw
attention to the list of emergency numbers.
.bp
.RT
.LP
.rs
.sp 6P
.ad r
\fBFigure\ 3/E.121, p.\fR
.sp 1P
.RT
.ad b
.RT
.PP
The symbols shown in Figure 4/E.121 may be used in cases where
different symbols are required, possibly in combination with Figure\ 3/E.121.
.LP
.rs
.sp 20P
.ad r
\fBFigure\ 4/E.121, p.4\fR
.sp 1P
.RT
.ad b
.RT
.PP
Administrations may judge it necessary to test these symbols in
the context of other, nationally used, symbols. Annex\ A provides a method
for such a test.
.PP
The three symbols in Figure 4/E.121 were selected by means
of an international experiment performed in eight countries. Altogether,
364\ subjects participated in this experiment. The results of this experiment
show a remarkable consistency in the results from the eight countries.
.RT
.sp 1P
.LP
2.4
    \fIGraphical representation of audible tones\fR \v'3p'
.sp 9p
.RT
.PP
2.4.1\fR A graphical representation of
audible tones
in
instructions is recognized as a means, in addition to a verbal description,
that could aid telephone users to interpret them correctly during the process
of setting up a call. The definition of principles for a graphical
representation which would guarantee the maximum aid to users has been
studied during the Study Period\ 1977\(hy1980. Certain experiments designed
by Working
Party\ II/2 have been carried out with the participation of the following
countries: Australia, Canada, Denmark, the Netherlands, Nigeria, Norway,
Sweden and the United Kingdom.
.bp
.PP
2.4.2
An additional study has been done during the Study Period
1981\(hy1984 in the United Kingdom. This study supported results of earlier
studies.
.PP
2.4.3
Audible tones known to exist at the present time in various
national networks can be characterized by the following factors:
.LP
    \(em
    temporal structure,
.LP
    \(em
    pitch,
.LP
    \(em
    tone quality or timbre (subjectively felt by the users and
related to the spectral complexity),
.LP
    \(em
    loudness.
.PP
These four factors should be graphically represented according to the following
principles:
.sp 1P
.LP
2.4.3.1
    \fITemporal structure\fR
.sp 9p
.RT
.PP
This factor should be represented by appropriate blank intervals
along a horizontal time axis.
.PP
For example:
.RT
.LP
.rs
.sp 2P
.ad r
\fBFigure, (r\*'ecup.) p.\fR
.sp 1P
.RT
.ad b
.RT
.sp 1P
.LP
2.4.3.2
    \fIPitch variation in a tone\fR
.sp 9p
.RT
.PP
This factor should be represented by the vertical displacement of a linear
element above the time axis.
.RT
.LP
.rs
.sp 1P
.ad r
\fBFigure, (r\*'ecup.) p.\fR
.sp 1P
.RT
.ad b
.RT
.sp 1P
.LP
2.4.3.3
    \fITone quality\fR
.sp 9p
.RT
.PP
Pure tones (sinusoidal waves) should be represented by linear
elements on a horizontal axis.
.RT
.LP
.rs
.sp 2P
.ad r
\fBFigure, (r\*'ecup.) p.\fR
.sp 1P
.RT
.ad b
.RT
.PP
If non\(hypure tones consist of two frequencies, the optimal
representation depends on the frequency difference between the tones. This
frequency difference may be greater than the
critical bandwidth
(consonant tone\(hypairs) or smaller (dissonant tone\(hypairs)\ [2]; for
consonant tone\(hypairs
, the optimal representation is two parallel linear elements; for
dissonant tone\(hypairs
, a wavy line is optimal.
.LP
.rs
.sp 5P
.ad r
\fBFigure, (r\*'ecup.) p.\fR
.sp 1P
.RT
.ad b
.RT
.PP
If the frequency difference between the two tones is near the
critical bandwidth, neither of the representations may be satisfactory.
.bp
.sp 1P
.LP
2.4.3.4
    \fILoudness variation in the tone\fR
.sp 9p
.RT
.PP
This factor should be represented by variation in the thickness of a linear
element.
.RT
.LP
.rs
.sp 1P
.ad r
\fBFigure, (r\*'ecup.) p.\fR
.sp 1P
.RT
.ad b
.RT
.PP
2.4.4
Intermittent tones should normally be represented by at least 2
full cycles.
.PP
2.4.5
The same time scale should be used in the representation of
all tones in the same figure.
.sp 1P
.LP
2.5
    \fISymbols for supplementary services\fR \v'3p'
.sp 9p
.RT
.PP
2.5.1
Symbols may be used to designate telephone subscriber services.
They may appear on subscriber equipment, e.g. on the tops of push\(hybuttons by
which these services are operated. They may also be used in instructional
material
.FS
At the time these symbols were developed and tested, the
procedures by which subscriber services are operated were not yet
standardized. This may lead to the undesirable situation that the same
symbol is used for different procedural implementations of a service. Efforts
have
therefore to be made to standardize the operational procedures for
supplementary services.
.FE
. A symbol has the advantage \(em\ contrary to a name or an abbreviated
name\ \(em of being independent of language. For users familiar with a
certain language, the full name or a mnemonic code may be more easily
understood.
.PP
2.5.2
Figure\ 5/E.121 shows symbols for twelve
supplementary
services
. The names of the services and their descriptions are those used in the
experiments in which the symbols were evaluated (see Annex\ B). They are
chosen in such a way that they explain the operation of the services in
clear and simple terms. Where applicable, the corresponding names as they
appear in Supplement No.\ 1 are added in parentheses, together with the
relevant paragraph numbers.
.PP
2.5.3
The set of symbols recommended here is open to future expansion, if symbols
for more services should be required.
.PP
The majority of the standardized symbols are based on the
following guiding principles:
.LP
    \(em
    a point represents a subscriber's station;
.LP
    \(em
    a line between points represents a connection between
subscribers;
.LP
    \(em
    a dashed line represents a connection on the hold;
.LP
    \(em
    an arrow represents a call:
.LP
    outgoing calls
    . |  |  | \ an arrow away from the
user \(ua
.LP
    incoming calls
    . |  |  | \ an arrow toward the
user \(da
.LP
    calls passing by
    . |  |  | \ an arrow passing by the
user \(ra
.ad r
.sp 2
    Example:
    Basic diversion (\*QIncoming call passes
by\*U)
    \fBMONTAGE\fR
.ad b
.RT
.ad r
.sp 3
    Example:
    Enquiry call (\*QFirst party on hold whilst calling
another party\*U)
    \fBMONTAGE\fR
.ad b
.RT
.LP
.sp 2
    \(em
    a bar (or \*Qbarrier\*U) represents a \*Qstop\*U for a call;
.ad r
    Example:
    Incoming calls barred
    \fBMONTAGE\fR
.ad b
.RT
.LP
.sp 2
    \(em
    a repeated action is represented by repeated symbol
elements;
.ad r
    Example:
    Repeat last call
    \fBMONTAGE\fR
.ad b
.RT
.LP
.sp 2
    \(em
    ringing is represented by stylized sound waves outgoing
from a point;
.ad r
    Example:
    No reply
diversion
    \fBMONTAGE\fR
.ad b
.RT
.LP
.sp 2
.bp
.PP
The number of symbols combining these elements is limited.
Therefore, for some of the standardized symbols, additional elements have
had to be applied:
.LP
    \(em
    a keystroke is represented by a square;
.ad r
    Example:
    Short code dialling (\*QOne keystroke instead of
many\*U)
    \fBMONTAGE\fR
.ad b
.RT
.LP
.sp 2
    \(em
    A disconnection is represented by an interrupted line.
.ad r
    Example:
    Disconnect
    \fBMONTAGE\fR
.ad b
.RT
.LP
.sp 2
.PP
2.5.4
If
manufacturers
or Administrations consider using
symbols which are not yet recommended, they are advised to contact the CCITT
Secretariat, which will in turn contact the Special Rapporteur for the
relevant Question.
.PP
2.5.5
The symbols presented in Figure 5/E.121 may also be displayed on a CRT
as long as they appear closely similar to their presentation on paper.
On a commonly available CRT screen, this can be achieved by using a minimum
of
60 | (mu | 0 or 60 | (mu | 0\ pixels per symbol.
.sp 1P
.LP
2.6
    \fIPictographic instructions for payphones\fR
.sp 9p
.RT
.PP
A
sequence of pictograms
is an effective means of
instructing users of
payphones
, especially if certain users,
e.g.\
foreign visitors
, are not familiar with the equipment or operating procedures. Various
studies on the design of pictographic instructions for
payphones have led to the following guidelines:
.RT
.PP
2.6.1
If it is likely that certain users will be unfamiliar with the
equipment (e.g. foreign visitors), realistic drawings showing the equipment
sufficiently to locate the different parts would be helpful; where it is
likely that users will be familiar with the equipment, or that locating
the different elements is not a problem, less representative pictograms
may be acceptable.
.PP
2.6.2
Movement (or certain actions) should be indicated by arrows. These could
be provided in a different colour from the rest of the pictogram, for
greater conspicuousness.
.PP
2.6.3
Movement, or actions, in a sequence of pictographic instructions, should
be labelled by numbers\ 1, 2, 3,\ etc. in the appropriate order.
.PP
Pictograms can be arranged in a horizontal strip (as illustrated in Figure\
6/E.121) or in a vertical column, or (provided that the numbering is clear),
in a block.
.PP
2.6.4
Pictograms should be placed where they will most easily be seen by the
user and, wherever possible, should be fastened to the body of the
equipment. Ideally, new payphones should be designed with a space on the
front specifically to accommodate the pictograms, and the larger the space
allowed, the better.
.PP
2.6.5
New pictogram designs should be tested in realistic conditions on a sample
of the user population before being implemented generally.
.sp 1P
.LP
2.7
    \fISymbol for facsimile\fR
.sp 9p
.RT
.PP
A symbol for facsimile may be used:
.RT
.LP
    a)
    in place of the word facsimile;
.LP
    b)
    to indicate a place where a facsimile service can be used;
.LP
    c)
    to refer to the facsimile service in general;
.LP
    d)
    as an adjunct to the facsimile number of a subscriber
(see also Recommendation\ E.123, \(sc\ 7).
.PP
When such a symbol is used, it should consist of the word FAX in capital
letters as indicated in Figure\ 7/E.121.
.bp
.LP
.rs
.sp 47P
.ad r
\fBFigure\ 5/E.121, p.11\fR
.sp 1P
.RT
.ad b
.RT
.LP
.bp
.LP
.rs
.sp 15P
.ad r
\fBFigure\ 6/E.121, p.12\fR
.sp 1P
.RT
.ad b
.RT
.LP
.rs
.sp 6P
.ad r
\fBFigure\ 7/E.121, p.13\fR
.sp 1P
.RT
.ad b
.RT
.sp 1P
.LP
2.8
    \fISymbol of access for the physically handicapped\fR
.sp 9p
.RT
.PP
A symbol of access for the physically handicapped may be used to
indicate that a public telecommunication facility such as a telephone booth
is accessible to a handicapped person, particularly one using a wheelchair.
.PP
The symbol to be used for this purpose is the symbol in
Figure\ 8/E.121. This symbol has been adopted for international standardization
in a resolution of the l978\ assembly of Rehabilitation International.
For
specific regulations regarding the design and application of this symbol,
it is recommended that Administrations contact their national member organization
of Rehabilitation International or the central office of Rehabilitation
International, 25\ East Street, New York, 10010, USA.
.RT
.LP
.rs
.sp 13P
.ad r
\fBFigure\ 7/8.121, p.\fR
.sp 1P
.RT
.ad b
.RT
.LP
.bp
.sp 1P
.LP
2.9
    \fISymbol for special facilities for the deaf and hard of\fR
\fIhearing\fR
.sp 9p
.RT
.PP
A symbol for special facilities for the deaf and hard of hearing
may be used to indicate that a telecommunication facility such as a public
telephone has been specially adapted for the deaf and/or hard of hearing.
Such special facilities may consist either of amplification or of textual
presentation.
.PP
The symbol to be used for these purposes is the symbol in
Figure\ 9/E.121. This symbol was adopted by the World Federation of the Deaf
during their meeting in 1980. For specific regulations regarding the design
and applications of this symbol, it is recommended that Administrations
contact
their national member organization of the World Federation of the Deaf
or the General Secretariat of this organization at 120\ Via Gregorio\ VII,
00165 Rome, Italy.
.RT
.LP
.rs
.sp 13P
.ad r
\fBFigure\ 9/8.121, p.\fR
.sp 1P
.RT
.ad b
.RT
.ce 1000
ANNEX\ A
.ce 0
.ce 1000
(to Recommendation E.121)
.sp 9p
.RT
.ce 0
.ce 1000
\fBProcedure for supplementary context experiment\fR
.sp 1P
.RT
.ce 0
.ce 1000
\fBfor further evaluation of auxiliary symbols for\fR
\fBSOS services\fR
.ce 0
.PP
A.1
Recommended emergency symbols may further be tested in a
so\(hycalled \*Qcontext\*U experiment. Such a context experiment could
be carried out by countries who wish to use emergency symbols in conjunction
with other
national pictograms and/or symbols. The purpose of a context experiment
would be to estimate whether this joint presentation of a set of different
symbols
would lead to confusion errors, either:
.sp 1P
.RT
.LP
    \(em
     because an SOS service would be selected when another service indicated
by a national symbol was intended, or
.LP
    \(em
    because another service indicated by a national symbol was
selected when one of the SOS services was intended.
.PP
This annex gives a broad outline of the procedure that could be
followed to carry out such an experiment. It involves a simple paper\(hyand\(hypencil
task in which subjects have to select an appropriate symbol out of a set
of
others.
.sp 1P
.LP
A.2
    \fISubjects\fR
.sp 9p
.RT
.PP
At least 40 subjects should be used. They should be more or less
representative of the public at large and they should not be professionally
connected with telecommunications or visual design activities.
.RT
.sp 1P
.LP
A.3
    \fISelection of symbols\fR
.sp 9p
.RT
.PP
The set of symbols to be investigated should include the three SOS symbols
as well as all other symbols which may be used to indicate other
telephone numbers.
.bp
.RT
.sp 1P
.LP
A.4
    \fIExperimental task\fR
.sp 9p
.RT
.PP
The subject's task is to match each symbol to its particular
service by selecting an appropriate telephone number. For this purpose,
he is presented with a set of papers. On each paper, the whole set of symbols
with
matching telephone numbers is presented. The sequence in which the symbols
are presented on a page is randomly varied between pages. At the bottom
of each
page appear two questions to be answered:
.RT
.LP
    1)
    If I wanted to contact the POST OFFICE I would dial
. |  |  |  |  |  |  |  |  |
.LP
(Fill in the appropriate telephone number.)
.LP
    2)
    I am VERY CERTAIN / RATHER CERTAIN / UNCERTAIN that my
answer is correct.
.LP
(Circle one of the three alternatives.)
.sp 1P
.LP
A.5
    \fITreatment of the data\fR
.sp 9p
.RT
.PP
The frequency of correct responses and the accompanying certainty ratings
are computed for each symbol. If errors are substantial, it is useful to
carry out a more detailed analysis to make clear which symbols are confused
with each other. For purposes of evaluating the SOS symbols, it is only
necessary to look at the confusion between SOS symbols and for each
individual SOS\ symbol.
.RT
.ce 1000
ANNEX\ B
.ce 0
.ce 1000
(to Recommendation E.121)
.sp 9p
.RT
.ce 0
.PP
During the Study Period 1981\(hy1984, two experimental studies
were conducted in order to develop an appropriate set of symbols. In either
one study or both studies, the following Administrations and manufacturers
took
part: AT&T, USA; Bell\(hyNorthern Research, Canada; British Telecom, UK;
Bundespost, FRG; Chile; France; ITT, UK; KTAS, Denmark; The Netherlands;
NTT, Japan; Sweden; Uruguay.
.sp 1P
.RT
.PP
In the first study, in which 570 subjects from nine
Administrations participated, a first selection was made from a set of
29\ symbols for 12\ common services. After a second experiment, including
585\ subjects from eight Administrations, a final selection was made.
.PP
In the latter study, it was shown that these symbols, if not
recognized immediately, can be learned in a few trials.
.RT
.sp 2P
.LP
    \fBReferences\fR
.sp 1P
.RT
.LP
[1]
    IEC Publication 417 (1973) 5090\(hya.
.LP
[2]
    ZWICKER (E.) \fIet al.\fR : Critical bandwidth in loudness summation,
\fIJournal of the Acoustical Society of America\fR , Vol.\ 29,
pp.\ 548\(hy557\ (1957).
.sp 2P
.LP
\fBRecommendation\ E.122\fR
.RT
.sp 2P
.ce 1000
\fBMEASURES\ TO\ REDUCE\ CUSTOMER\ DIFFICULTIES\fR
.EF '%    Fascicle\ II.2\ \(em\ Rec.\ E.122''
.OF '''Fascicle\ II.2\ \(em\ Rec.\ E.122    %'
.ce 0
.sp 1P
.ce 1000
\fBIN\ THE\ INTERNATIONAL\ TELEPHONE\ SERVICE\fR
.ce 0
.sp 1P
.LP
\fB1\fR     \fBGeneral\fR
.sp 1P
.RT
.PP
A common problem in customer dialling in the international
automatic telephone service is the erroneous dialling of the
trunk
prefix
of the country of destination. In the international service, this
trunk prefix must not be dialled. The following measures have been tried and
have proven very effective; they are recommended to reduce this problem.
.bp
.RT
.sp 2P
.LP
\fB2\fR     \fBRecorded announcement\fR
.sp 1P
.RT
.PP
2.1
It is recommended that, at International Switching Centres
(ISCs) where the trunk prefix can be detected, the call should be blocked
and automatically routed to a recorded announcement which would instruct
the
customer to dial the call again without dialling the trunk prefix (see also
Recommendation\ E.182, \(sc\ A.2.8).
.sp 9p
.RT
.PP
2.2
An example of such an announcement is: \*QPlease do not dial a zero after
the country code when calling this country. Please hang up and try your
call again\*U.
.PP
The exact source of the announcements would be any suitable place, although
it is preferable in traffic terms to use a source as close to the call
origin as possible.
.FE
2.3
The call is blocked and the announcement given from either the
outgoing ISC
or the incoming ISC
. The announcement should be
in the language of either the originating or terminating country. It is not
known whether the language of the originating or of the terminating
country is most acceptable to the customers
.FS
In using the language of the
originating country at an incoming international switching centre,
Administrations should beware of using an inappropriate language in cases
where calls are routed through a transit country.
.FE
.
.PP
2.4
When applying this method at an outgoing ISC, care must be
exercised in selecting the countries to which this measure is applied,
as the trunk prefix which is to be blocked might be a valid
trunk code
for
some countries. The employment of this measure should be preceded by a
review of the pertinent information including national numbering plans
and tests, as well as
operator access codes
, and by an explanation to the other
Administrations involved of the plan to block calls having an erroneous
trunk prefix.
.sp 2P
.LP
\fB3\fR     \fBCustomer instructions\fR
.sp 1P
.RT
.PP
3.1
To avoid premature abandonment of
attempted calls
,
customers should be advised to wait longer than usual for a call to be
established.
.sp 9p
.RT
.PP
3.2
It is recommended that when Administrations prepare dialling
instructions for their customers they emphasize that the trunk prefix should
not be dialled in the
international automatic telephone service
.
.PP
This is necessary when the destination country conventionally
writes its telephone numbers such that the trunk prefix appears with the
trunk code (in parentheses). To compose a comprehensible and accurate statement
can prove difficult: suitable forms are given below.
.PP
3.2.1
The first form is suitable for explanation. It could be
accompanied by numerical examples of complete international telephone numbers:
.PP
\*QThe trunk prefix zero that precedes the national trunk code in
several countries should be omitted after the country code in international
dialling. For example, to call Amsterdam (020) from another country, you
dial 20 after the country code for the Netherlands, which is\ 31. Some
countries have a different trunk prefix that should be omitted in international
dialling. For example, in Finland the trunk prefix is\ 9, while the trunk
code for Helsinki
is\ 0; to call Helsinki (90) from another country, you dial\ 0 after the
country code for Finland, which is\ 358.\*U
.PP
\*QOther countries do not normally include their trunk prefix with the
trunk code when writing telephone numbers: in such cases you should not
omit
the first digits in international calling.\*U
.PP
An example of the use of this statement is given in
Recommendation\ E.126, Annex\ A.
.RT
.PP
3.2.2
The second form may be more suitable in some contexts:
.PP
\*QIn many countries, a special prefix (often a zero) is normally
printed in telephone numbers with the trunk code, because it must always be
dialled for long\(hydistance calls within that country. This prefix must
\fInot\fR be dialled when making international calls to such countries.
If your
international call is not \fIsuccessful\fR , you should check to see if
the first
digit of the (apparent) trunk code is a prefix that must not be dialled.\*U
.PP
3.3
It is believed that widespread use of the notation given in
Recommendation\ E.123 for national and international telephone numbers would
lead to a reduction in the incidence of erroneous dialling of the foreign
national trunk prefix, and of other errors, in international dialling.
Administrations should encourage the use of this notation.
.bp
.sp 2P
.LP
\fBRecommendation E.123\fR
.RT
.sp 2P
.ce 1000
\fBNOTATION\ FOR\ NATIONAL\ AND\ INTERNATIONAL\fR
.EF '%    Fascicle\ II.2\ \(em\ Rec.\ 123''
.OF '''Fascicle\ II.2\ \(em\ Rec.\ 123    %'
.ce 0
.sp 1P
.ce 1000
\fBTELEPHONE\ NUMBERS\fR
.ce 0
.sp 1P
.LP
\fB1\fR     \fBGeneral\fR
.sp 1P
.RT
.PP
The statements below apply specifically to the printing of
national and international telephone numbers
on letterheads, business cards, bills,\ etc. Regard has been given to the
printing of existing
telephone directories
. The
standard notation for printing
telephone numbers
on letterheads, directories,\ etc., helps to reduce
subscriber difficulties and errors
.FS
It is also desirable that the printing of other information on letterheads,\
etc., such as telex and telegraph numbers and postal codes should not cause
subscriber confusion with the telephone
number.
.FE
.
.RT
.PP
1.1
The international number should be printed below the national
number, with corresponding digits lined up one under the other to facilitate
understanding of the composition of the international number as shown in the
examples in \(sc\(sc\ 1.3 and\ 1.4 below.
.PP
1.2
The words \*QNational\*U and \*QInternational\*U in the appropriate
language should be placed to the left of the national and international
numbers, and these should be separated by a horizontal line.
.PP
1.3
Either the symbol for telephone given in Recommendation E.121
or the word \*QTelephone\*U in the appropriate language should be placed to the
left of (or above) the national and international numbers (to avoid confusion
with other letterhead numbers). The\ + (plus) signifies the international
prefix (see \(sc\ 4.1).
.LP
    \fIExample:\fR \ \ Telephone\  |
@ { ational~Inter~\~\~\~\~\~\~ (0607)\~123\~4567 } over { nternational\~\~\~\~+22\~607~\~123\~4567 } @
.PP
(Additional examples are shown in \(sc\ 6 below.)
.PP
1.4
Because the countries of World Numbering Zone 1 (North America) have the
country code
\ 1, the same number as is used for the trunk
prefix, and because dialling between these countries is the same as
long\(hydistance dialling within them, subscriber difficulties are avoided by
using an alternative notation that has been found superior for use within
these countries and equally good for subscribers in other countries dialling
to
Zone\ 1. This is to substitute for \*QNational\*U on the upper line the phrase
\*QWithin N.\ Amer.\ zone\*U.
.sp 9p
.RT
.LP
    \fIExample:\fR \ \ Telephone
    Within N. Amer. zone
    \ \
(302)\ 123\ 4567
    International
    +1\ 302
\ 123\ 4567
.PP
1.5
If it is desirable to write only the international number, it should be
written in the form:
.sp 9p
.RT
.PP
Telephone International\ \ +22\ 607\ 123\ 4567
.PP
1.6
To show an extension number of a PABX without direct
in\(hydialling, the nationally used word or abbreviation for \*Qextension\*U
should
be written immediately after the telephone numbers and on the same line
as the word \*Qtelephone\*U, followed by the extension number itself.
.LP
    \fIExample\ 1:\fR \ \ Telephone
    Within N. Amer. zone
    \ \
(302)\ 123\ 4567
    International
    +1\ 302
\ 123\ 4567
ext. 876
.PP
\fIExample\ 2:\fR \ \ Telephone\ International\ +22\ 607\ 123\ 4567
ext. 876
.PP
In this way, the extension number is separated from the digits to
be dialled and, where it must be typed onto a letterhead, for example,
it need be typed only once.
.bp
.RT
.PP
1.7
It is often necessary to draw the attention of subscribers to
the need to omit the foreign national
trunk prefix
when dialling an
international call. This need occurs when the destination country
conventionally writes its telephone numbers such that the trunk prefix
appears with the
trunk code
(in parentheses). To compose a comprehensible and accurate statement can
prove difficult: suitable forms are given in
Recommendation\ E.122, \(sc\ 3.2.
.PP
1.8
Grouping the digits of a telephone number is advisable for
reasons of memorizing, oral presentation, and printing.
.sp 2P
.LP
\fB2\fR     \fBClasses of symbols\fR
.sp 1P
.RT
.PP
2.1
There are four classes of symbols in national or international numbers.
No symbol should be used in more than one class, nor should any symbol
within a class have more than one meaning.
.sp 9p
.RT
.PP
2.2
These classes are:
.LP
    \(em
    diallable symbols (in French:\ \fIsymboles servant \*`a la\fR
\fIcomposition du num\*'ero\fR );
.LP
    \(em
    procedural symbols (in French:\ \fIsymboles op\*'eratoires\fR );
.LP
    \(em
    information symbols (in French:\ \fIsymboles d'information\fR );
.LP
    \(em
    spacing symbols (in French:\ \fIsymboles d'espacement\fR ).
.sp 2P
.LP
\fB3\fR     \fBDiallable symbols\fR
.sp 1P
.RT
.PP
A \fIdiallable\fR  | symbol is a symbol which is to be dialled and
appears on a telephone set to designate either a finger hole of a
dial
or a
push button of a keyset
.FS
Specific recommendations on the symbol for buttons\ 11 to\ 16 of a
telephone keyset
are contained in
Recommen
dation\ E.161, \(sc 3.
.FE
. These symbols can be digits, letters, or
other signs. Some desirable properties to be considered when selecting
diallable symbols are listed in Annex\ A.
.RT
.sp 2P
.LP
\fB4\fR     \fBProcedural symbols\fR
.sp 1P
.RT
.PP
A \fIprocedural\fR  | symbol is a symbol which tells the subscriber how
to dial. Such symbols should not appear in a finger hole or on a push button
because they are not to be dialled.
.RT
.sp 1P
.LP
4.1
    \fIInternational prefix symbol\fR
.sp 9p
.RT
.PP
The
\fIinternational prefix\fR \fIsymbol\fR  | should be + (plus) and should
precede the country code in the international number. It serves to
remind the subscriber to dial the international prefix which differs from
country to country and also serves to identify the number following as the
international telephone number.
.RT
.sp 1P
.LP
4.2
    \fIUse of parentheses\fR
.sp 9p
.RT
.PP
The symbol ( ) (parentheses) should be used to indicate that the
digits within the ( ) are not always dialled.
.PP
The ( ) should enclose:
.RT
.LP
    \(em
    the trunk prefix and trunk code in a national
number
.FS
It should be noted that certain Administrations, for national
purposes, use a hyphen between the trunk code and subscriber number as a
substitute for the symbol\ (\ ) parentheses in national numbers.
.FE
,
.LP
    \(em
     the trunk code when the trunk prefix is not in universal use within a
country.
.PP
This is done to remind the user not to dial the enclosed digits
for calls within the same numbering area.
.PP
The ( ) should not be used in an international number.
.bp
.RT
.sp 1P
.LP
4.3
    \fIMultiple numbers reached through automatic search\fR
.sp 9p
.RT
.PP
For a subscriber with multiple numbers reached through automatic
search from the main number, only the main number should be printed, without
any symbol to denote the existence of the multiple numbers. This avoids
encouraging subscribers to dial other numbers in a group immediately after
finding the main number busy, a problem that is particularly important when
only calls to the main number are capable of triggering automatic search.
.RT
.sp 1P
.LP
4.4
    \fIMultiple numbers without automatic search\fR
.sp 9p
.RT
.PP
For a subscriber with multiple numbers who does not have automatic search,
the symbol\ / (oblique stroke, solidus, or slant) may be used
to separate the alternative numbers.
.RT
.LP
    \fIExample A:\fR     \ \
(0607)\ 123 | 567 |  | 23 | 272 |  | 27 | 876
.LP
\ \
(0607)\ 123 | 567 |  | 93 | 844 |  | 64 | 692
.LP
+22\ 607
\ 123 | 567 |  | 93 | 844
.PP
To avoid dialling confusion in Example\ A, it is especially
important that there be a space on either side of the symbol\ /.
.PP
When it is desired to abbreviate the alternative numbers and they are consecutive,
only the last digit should be shown for the alternative
numbers.
.RT
.LP
    \fIExample B:\fR     \ \
(0607)\ 123 | 567/8/9
.PP
To avoid dialling confusion in Example B, it is especially
important that there be \fIno\fR space on either side of the symbol\ /.
.PP
The general use of\ / is to indicate a choice when dialling. It may
therefore also be used to indicate a choice of prefix codes as, for example,
the choice of dialling personal or station calls.
.RT
.sp 1P
.LP
4.5
    \fIIn\(hydialling\fR
.sp 9p
.RT
.PP
In the national and international number no symbol should be used to show
that a subscriber number is an in\(hydialling number of a\ PBX. Where it
is desired to indicate the existence of in\(hydialling within a\ PBX and
to indicate the in\(hydialling access code the following format is recommended:
.RT
.LP
    (0607)\ 123 . |  |  |
.LP
(0607)\ 1 | 3 |  |  |  |
.PP
The number of dots (periods) is equal to the number of digits in   the
extension number of the\ PBX
. The spacing between numbers and dots   should conform to national standards.
.PP
On letterheads, subscribers could insert their own in\(hydialling numbers
in the dotted spaces. Presentation of the main listed number should conform
to \(sc\ 1.3 above.
.RT
.sp 1P
.LP
4.6
    \fISymbol to indicate the existence of an additional dial\fR
\fItone\fR
.FS
In many countries, a horizontal line element (\(hy), e.g. a
hyphen in North America or a dash in some European countries, is used in
national telephone numbers as a spacing character. Therefore, such an element
is not available to designate an additional dial tone. Some Administrations,
e.g.\ the Netherlands Administration, on the other hand, uses the dash to
indicate an additional dial tone and foresee a continuation of this use for
some time.
.FE
.sp 9p
.RT
.PP
Some Administrations use one or more additional dial tone responses as
procedural elements, after the calling customer obtains access to the public
network. Where a symbol is needed to indicate the existence of an additional
dial tone, that symbol should be the graphical representation of a full
cycle of a sine wave, or a close approximation to such a representation.
It should be placed at the point in the number where it is expected to
occur, and it should be preceded and followed by a space to avoid confusion
with a hyphen used as a spacing symbol\ (\(sc\ 6.1). Its meaning is to
tell the user to wait for the
additional dial tone
.
.RT
.LP
    \(lt
\ Handwritten\ character:\
.LP
    \fIExample\fR     ?02
.LP
\(lb
\ Typewriter\ character\ \*Qtilde\*U:\
.LP
.bp
.sp 2P
.LP
\fB5\fR     \fBInformation symbols\fR
.sp 1P
.RT
.PP
An information symbol is a symbol associated with the subscriber
number describing special features of the subscriber telephone service,
e.g.,\ the symbol \ , where used, indicates that the subscriber has an
answering device attached to his telephone [reference should be made to
Recommendation\ E.117, \(sc\(sc\ 1a) and\ 1b)].
.RT
.PP
5.1
Such symbols are not to be dialled and therefore should not
appear in a finger hole or on a push button, nor can such symbols be procedural
in instructing the subscriber how to dial.
.PP
5.2
Information symbols should be associated with the word
\*QTelephone\*U. To avoid confusion in dialling, they should not appear
either as prefixes or suffixes to the telephone number.
.LP
    \fIExample:\fR \ Telephone\ (0607)\ 123 | 567\ \
    or\ \
    Telephone
.LP
(0607) 123 | 567
.PP
Some commonly used existing groupings are:
    \ Telephone\  |
@ { ational~Inter~\~\~\~\~\~ (0211)\~5432 } over { nternational~\~\~\~\~+39\~211~\~5432 } @
        \ Telephone\  |
@ { ational~Inter~\~\~\~\~\~ (071)\~78\~901 } over { nternational~\~\~\~\~+41\~71~\~78\~901 } @
        \ Telephone\  |
@ { ational~Inter~\~\~\~\~\~ (06)\~65\~43\~21 } over { nternational~\~\~\~\~+49\~6~\~65\~43\~21 } @
.FE
See also the example below
.
.sp 2P
.LP
\fB6\fR     \fBSpacing symbols\fR
.sp 1P
.RT
.PP
Spacing symbols are symbols which are used solely to separate parts of
a telephone number from each other. They cannot be diallable, procedural
or information symbols.
.RT
.PP
6.1
Grouping of digits in a telephone number
should be
accomplished by means of spaces
.FS
Administrations using dots or hyphens
as separators nationally may require time to determine the consequences of
discontinuing their use.
.FE
unless an agreed upon explicit
symbol (e.g.\ hyphen) is necessary for procedural purposes. Only spaces
should be used in an international number.
.PP
6.2
In the international number, spacing shall occur between the
country code and the trunk code and between the trunk code and the subscriber
number.
.PP
6.3
The major separation among digits in a telephone number
(national or international) should occur between trunk code and subscriber
number. This separation should therefore always be wider than any other
separation within the number. This requirement is automatically met in the
notation recommended, as in the examples.
.sp 2P
.LP
\fB7\fR     \fBFacsimile number notation\fR
.sp 1P
.RT
.PP
The printed format for facsimile numbers should follow the
conventions set forth for voice telephone numbers except that facsimile
numbers should be clearly labeled with the upper\(hycase letters FAX printed
to the left of the numbers as illustrated here:
.RT
.PP
    \ FAX\  |
@ { ational~Inter~\~\~\~\~\~ (06)\~65\~43\~21 } over { nternational~\~\~\~\~+49\~6~\~65\~43\~21 } @
     The recommended appearance of the printed facsimile symbol (FAX) is specified
in Recommendation\ E.121.
.bp
.ce 1000
ANNEX\ A
.ce 0
.ce 1000
(to Recommendation E.123)
.sp 9p
.RT
.ce 0
.ce 1000
\fBDesirable properties of diallable symbols\fR
.sp 1P
.RT
.ce 0
.PP
This annex lists some desirable properties to be considered by the CCITT
when this body standardizes new diallable symbols. There are a large number
of properties which are desirable for such symbols, and those indicated
below seem particularly relevant. However, their relative importance has
not
been evaluated, and it is recognized that it may not always be possible to
fulfil all these conditions when
selecting symbols
.
.sp 1P
.RT
.PP
The properties of diallable symbols should be:
.sp 2P
.LP
A.1
    \fIDistinct from other diallable symbols\fR
.sp 1P
.RT
.PP
As used here, \*Qdistinct\*U refers to dissimilarity from other symbols
compared with them visually, or aurally. The dissimilarity should be evident
in low probability of confusion with other symbols under degraded perceptual
conditions.
.RT
.PP
A.1.1
The symbols should be visually distinct in their designated
form as well as in typewritten, handwritten, or printed form, including
variations which might occur in each.
.PP
A.1.2
The symbols should be aurally distinct in naming them in at
least the official languages of the ITU.
.sp 1P
.LP
A.2
    \fIWidely known name\fR
.sp 9p
.RT
.PP
The name of the symbol should be as widely known as possible and be constant
over as wide a range of population as possible.
.RT
.sp 1P
.LP
A.3
    \fIReproducible\fR
.sp 9p
.RT
.PP
The symbol should be easily reproducible in handwritten and
typewritten form.
.RT
.sp 1P
.LP
A.4
    \fICCITT\(hyISO compatible\fR
.sp 9p
.RT
.PP
The symbol should be one which is given as a member of the CCITT
Alphabet\ No.\ 5 and the ISO (International Organization for Standardization)
standard code for information interchange.
.RT
.sp 1P
.LP
A.5
    \fIMade up of a single character\fR
.sp 9p
.RT
.PP
The symbol should not be composed of more than one individually
valid symbol; nor should more than one key operation on a typewriter, for
example, be required to produce it.
.RT
.sp 1P
.LP
A.6
    \fIAbstract\fR
.sp 9p
.RT
.PP
The symbol should not already have intrinsic meaning resulting from other
specialized usage.
.RT
.sp 1P
.LP
A.7
    \fIImmediately recognizable as a diallable character\fR
.sp 9p
.RT
.PP
The symbol should not be one which is used for procedural or
information purposes.
.bp
.RT
.sp 2P
.LP
\fBRecommendation\ E.124\fR
.RT
.sp 2P
.ce 1000
\fBDISCOURAGEMENT\ OF\ FRIVOLOUS\ INTERNATIONAL\ CALLING\fR
.EF '%    Fascicle\ II.2\ \(em\ Rec.\ E.124''
.OF '''Fascicle\ II.2\ \(em\ Rec.\ E.124    %'
.ce 0
.ce 1000
\fBTO\ UNASSIGNED\ OR\ VACANT\ NUMBERS\ ANSWERED\ BY\fR
.ce 0
.sp 1P
.ce 1000
\fBRECORDED\ ANNOUNCEMENTS\ WITHOUT\ CHARGE\fR
.ce 0
.sp 1P
.LP
\fB1\fR     \fBPreamble\fR
.sp 1P
.RT
.PP
It sometimes happens that there is a severe outbreak of
international calling to telephone numbers that answer with recorded
announcements without charge. It seems that some subscribers make such calls
merely for free amusement.
Frivolous calling
can occur unnoticed by an Administration unless it is deliberately looked
for, and serious degradation of quality of service can result.
.PP
This Recommendation concerns prevention and abatement of frivolous
international calling.
.RT
.LP
.sp 2P
.LP
\fB2\fR     \fBMonitoring\fR
.sp 1P
.RT
.PP
Administrations should be alert to changes in the rate of call
completion, or in the rate of calls completed without charge, or in any
other direct or indirect measures that could indicate the growth of a significant
amount of frivolous calling
.FS
The problem was first discovered in Japan
after KDD noticed a large number of calls lasting longer than one minute
without an answer signal being returned.
.FE
. Direct investigation may be
necessary to confirm the existence of this problem.
.RT
.sp 2P
.LP
\fB3\fR     \fBPrevention\fR
.FS
Where the signalling systems permit, the use of a backward unallocated\(hynumber
signal will allow an appropriate tone or
announcement to be returned to the caller according to Recommendation\ E.181,
\(sc\ 2.
.FE
.sp 1P
.RT
.PP
The following practices in one country may reduce the likelihood of becoming
the destination for frivolous calls from another country:
.RT
.LP
    \(em
    limiting the number of cycles of an annonouncement;
.LP
    \(em
    disconnecting when the limit is reached;
.LP
    \(em
    offering no lengthy information without charge.
.sp 2P
.LP
\fB4\fR     \fBAbatement\fR
.sp 1P
.RT
.PP
4.1
When frivolous calls can be identified as originating from the network
of a particular Administration, the Administrations concerned should
arrange bilaterally to implement the most appropriate prevention and abatement
measures for the particular case. This bilateral arrangement may include
measures not recommended for general application.
.sp 9p
.RT
.PP
4.2
In general, vacant subscriber number announcements should not
be replaced by non\(hystandard tones to reduce frivolous calling because
the use of unfamiliar tones might cause increased repeat attempts by serious
callers. Where particular numbers have been identified as the targets of
frivolous
callers, replacing announcements by tones for a limited period should not
degrade the service for serious callers. For this purpose only, a special
information tone is recommended.
.PP
4.3
When frivolous calling has been identified as causing quality
of service problems, it is desirable to detect the calls and direct them
to an appropriate announcement as close to the calling subscriber as practicable.
The administrative and technical difficulties of updating such arrangements
for
changes in many different numbering plans make the incoming international
switching centre the practical limit in most cases. By bilateral agreement,
however, frivolous calls might be blocked at the outgoing international
switching centre instead.
.bp
.LP
.PP
4.4
In accordance with Recommendation\ E.231, no charge should be
made for calls to subscribers whose service has been suspended, cancelled or
transferred. When calls to certain of these out\(hyof\(hyuse numbers have been
identified as predominantly frivolous, the provisions of Recommendation\
E.231 may be temporarily ignored for only the particular numbers involved,
until the problem is abated
.FS
Administrations should take care not to apply this
measure to non\(hyfrivolous telephone calls.
.FE
, and subject to the agreement of the Administrations concerned. Calls
to these numbers would then have an answer signal returned and would be
charged
.FS
Some exchanges may require the
addition of a function to handle such calls in this manner.
.FE
. Calls to
unassigned numbers may be handled similarly. This measure would be immediately
effective when frivolous calls originate from payphones.
.LP
.sp 1
.sp 2P
.LP
\fBRecommendation\ E.125\fR
.RT
.sp 2P
.ce 1000
\fBINQUIRIES\ AMONG\ USERS\fR
.EF '%    Fascicle\ II.2\ \(em\ Rec.\ E.125''
.OF '''Fascicle\ II.2\ \(em\ Rec.\ E.125    %'
.ce 0
.sp 1P
.ce 1000
\fBOF\ THE\ INTERNATIONAL\ TELEPHONE \ SERVICE\fR
.ce 0
.sp 1P
.PP
One method of measuring telephone service quality is to
conduct inquiries among users to ascertain their opinions of and actual
experience with, various aspects of the service they use. These inquiries
are have been developed and printed in previous editions of the CCITT Book.
These are:
.sp 1P
.RT
.LP
\fR
    a)
    questionnaire for national subscribers
dialling
international calls;
.LP
    b)
    questionnaire for visitors from other countries
dialling national or international calls.
.PP
The complete text of these questionnaires, as well as guidelines for their
use, may be found in the CCITT \fIRed Book\fR , Volume\ II, Fascicle\ II.2,
ITU, Geneva,\ 1985.
.LP
.sp 1
.sp 2P
.LP
\fBRecommendation\ E.126\fR
.RT
.sp 2P
.ce 1000
\fBHARMONIZATION\ OF\ THE\ \fR \fBGENERAL\ INFORMATION\ PAGES\ OF\ THE\fR
.EF '%    Fascicle\ II.2\ \(em\ Rec.\ E.126''
.OF '''Fascicle\ II.2\ \(em\ Rec.\ E.126    %'
.ce 0
.sp 1P
.ce 1000
\fBTELEPHONE\ DIRECTORIES\fR \fB\ PUBLISHED\ BY\ ADMINISTRATIONS\fR
.ce 0
.sp 1P
.LP
\fB1\fR     \fBGeneral\fR
.sp 1P
.RT
.PP
1.1
It is recognized that users should normally have recourse to
the General Information pages of telephone directories when looking for the
information they need to obtain the required telephone services and to apply
the operating procedures correctly.
.sp 9p
.RT
.PP
1.2
In addition, appropriate information in the General Information
pages of telephone directories may promote the development of national and
international telephone traffic and the utilization of services by the
national users.
.PP
1.3
Obviously
foreign visitors
too need to consult the General Information pages of the telephone directories
of each country they visit and a similar presentation of the information
in the various countries will make
their research easier.
.bp
.PP
1.4
Administrations should therefore see that the composition of the General
Information pages of
telephone directories
is harmonized along the lines indicated below, with a view to making available
to all users of the telephone service a uniform source of information which
is satisfactory and
easy to consult.
.sp 2P
.LP
\fB2\fR     \fBGuidelines\fR
.sp 1P
.RT
.PP
To obtain the required harmonization, Administrations should set out the
General Information pages of their telephone directories along the lines
indicated below:
.RT
.PP
2.1
The General Information pages of telephone directories published in various
countries should contain similar indications so as to facilitate
consultation and the search for information by foreign users.
.sp 9p
.RT
.PP
2.2
The data listed in Annex\ A should always be included in the
General Information pages of the telephone directories published by
Administrations.
.PP
2.3
Each item of information should be presented, as far as possible, in the
order of priority indicated in Annex\ A.
.PP
2.4
The graphical presentation of information should be suggestive and attractive
to users (for example, through use of letters and colours, and an
appropriate arrangement in the opening pages of the directory). The examples
given in Annex\ A are illustrative only and no particular format is
recommended.
.PP
2.5
For the sake of efficiency and to achieve the desired purpose,
especially for foreign visitors, care should be taken:
.LP
    \(em
     to present the information in brief, concise and clear texts, expressed
in simple language;
.LP
    \(em
    to use recognized and specific terms;
.LP
    \(em
     to group all the information concerning a particular subject in a logical
manner;
.LP
    \(em
    to present the operating procedures in schematic form, using
symbols to explain the different sequences and not lengthy descriptive
texts, and using examples;
.LP
    \(em
     to use the standardized symbols to identify important numbers and services
(symbols of national interest may be used until such
standardization is achieved) (see Recommendation\ E.121);
.LP
    \(em
     to use representative charts to facilitate the application of operating
procedures.
.PP
2.6
The last group of General Information pages should be devoted
specifically to foreign visitors; they should therefore be printed in the
most appropriate foreign languages and contain in a shortened form most
of the
information and instructions necessary for the correct exploitation of the
telephone service (see Recommendation\ E.127).
.PP
2.7
National
trunk codes
should be given either in the
telephone directory or in a separate publication.
.PP
2.8
The national and the international prefixes and a list of
country codes
for all accessible countries should be given in the
General Information pages. A sample of foreign trunk codes may also be
listed in these pages; a more complete list may be provided in a separate
publication not necessarily published at the same time as the telephone
directories, and
not necessarily distributed to all subscribers.
.PP
2.9
The validity and usefulness of the information and instructions
given in the General Information pages and in the separate \*QGuide\*U
should be
checked every time the telephone directories are reprinted.
.PP
2.10
Every Administration should be free to compose its telephone
directories in the way it considers most appropriate from the national
point of view, both with regard to form and content, and taking due account
of
production costs. However, the type of information to be included in the
General Information pages, their sequence and order of priority, should
be in conformity with this Recommendation, with a view to obtaining the
harmonization required.
.bp
.ce 1000
ANNEX\ A
.ce 0
.ce 1000
(to Recommendation E.126)
.sp 9p
.RT
.ce 0
.ce 1000
\fBList of data to be included in the General Information pages\fR
.sp 9p
.RT
.ce 0
.ce 1000
\fBof telephone directories\fR
.ce 0
.PP
Table A\(hy1/E\(hy126 gives the data and its priority for inclusion in
the General Information pages.
.sp 1P
.RT
.ce
\fBH.T. [1T1.126]\fR
.ce
TABLE\ A\(hy1/E.126
.ps 9
.vs 11
.nr VS 11
.nr PS 9
.TS
center box;
lw(24p) | lw(204p) .

.TE
.nr PS 9
.RT
.ad r
\fBTableau A\(hy1/E.126 [1T1.126], p.16\fR
.sp 1P
.RT
.ad b
.RT
.LP
.bp
.ce
\fBH.T. [2T1.126]\fR
.ce
TABLE\ A\(hy1/E.126 \fI(cont.)\fR
.ps 9
.vs 11
.nr VS 11
.nr PS 9
.TS
center box;
lw(24p) | lw(204p) .

.TE
.nr PS 9
.RT
.ad r
\fBTableau A\(hy1/E.126 [2T1.126], p.17\fR
.sp 1P
.RT
.ad b
.RT
.LP
\fIPriority 1\fR
.sp 1P
.RT
.sp 1P
.ce 1000
\fBIndex\fR
.sp 1P
.RT
.ce 0
.sp 1P
.LP
Emergency services
.sp 9p
.RT
.LP
Important and useful numbers
.LP
    \(em
    Public utility services
.LP
    \(em
    Auxiliary services
.LP
Instructions for using the telephone
.LP
    \(em
    Operational procedure and tones
.LP
Procedures for obtaining different types of calls
.LP
    \(em
    Automatic service
.LP
    \(em
    Codes
.LP
    \(em
    Operator service
.LP
    \(em
    Charging for calls
.LP
    \(em
    Time zones
.LP
Instructions for using the directory and explanation of
symbols and abbreviations
.LP
Public telephone
.LP
    \(em
    Offices
.LP
    \(em
    Booths
.LP
    \(em
    Telephones made available for public use
.LP
Maps
.LP
Other information
.LP
    \(em
    Recommended presentation of national and
international numbers
.LP
    \(em
    Commercial and miscellaneous product service
.LP
    \(em
    Subscription and invoicing
.LP
    \(em
    List of directories and how to obtain them
.LP
    \(em
    Administration: addresses and telephone numbers
.LP
Pages intended for foreign visitors
.bp
.LP
.rs
.sp 47P
.ad r
\fBFigures\ Priorit\*'e 1 et 2, p.18\fR
.sp 1P
.RT
.ad b
.RT
.LP
.bp
.LP
.rs
.sp 23P
.ad r
\fBFigure\ Autres services, p.19\fR
.sp 1P
.RT
.ad b
.RT
.LP
\fIPriority 3\fR
.sp 1P
.RT
.sp 1P
.ce 1000
\fBInstructions for using the telephone\fR
.sp 1P
.RT
.ce 0
.sp 1P
.LP
\fIOperating procedure and tones\fR \v'3p'
.sp 9p
.RT
.LP
    \(em
    Make sure of the number of your correspondent or of the service
required by consulting the telephone directory or your own
address book.
.LP
    \(em
    When you lift the receiver, the dialling tone you will hear
will be as follows:
.LP
.rs
.sp 1P
.ad r
\fBFigure, p.\fR
.sp 1P
.RT
.ad b
.RT
.LP
    \(em
    After dialling the number, you will hear either the ringing
tone, which is as follows:
.LP
.rs
.sp 1P
.ad r
\fBFigure, p.\fR
.sp 1P
.RT
.ad b
.RT
.LP
    or the busy tone, which is as follows:
.LP
.rs
.sp 1P
.ad r
\fBFigure, p.\fR
.sp 1P
.RT
.ad b
.RT
.LP
    \(em
    Others: to be described as necessary.
.LP
\fINote\fR \ \(em\ The tones are given as an example. For the graphical
representation of tones, see Recommendation\ E.121.
.bp
.LP
.rs
.sp 39P
.ad r
\fBFigure\ Priority 4, p.\fR
.sp 1P
.RT
.ad b
.RT
.sp 1P
.LP
\fICodes\fR
.sp 9p
.RT
.PP
The \*QGuide to Codes\*U gives the trunk codes for all national districts
and the various country codes, possibly followed by frequently used foreign
trunk codes.
.bp
.RT
.sp 1P
.LP
\fIOperator service\fR
.sp 9p
.RT
.LP
    \(em
    Local calls
.LP
    \(em
    Trunk calls
.LP
    \(em
    International calls
.LP
.rs
.sp 9P
.ad r
\fBFigure, p.\fR
.sp 1P
.RT
.ad b
.RT
.sp 1P
.LP
\fICharging for calls\fR  | (The publication of this information is left to the
discretion of each country)
.sp 9p
.RT
.LP
    \(em
    Local calls (automatic and via the operator)
.LP
    \(em
    Trunk calls (automatic and via the operator)
.LP
    \(em
    Charging periods
.LP
    \(em
    International calls (automatic and via the operator)
.sp 1P
.LP
\fITime zones\fR  | (The publication of this information is left to the
discretion of each country)
.sp 9p
.RT
.LP
\fIPriority 5\fR
.sp 1P
.RT
.ce 1000
\fBInstructions for using the directory and\fR
.sp 1P
.RT
.ce 0
.sp 1P
.ce 1000
\fBexplanation of symbols and abbreviations\fR
.ce 0
.sp 1P
.ce 1000
(The publication of this information is left
.sp 9p
.RT
.ce 0
.sp 1P
.ce 1000
to the discretion of each country)
.ce 0
.sp 1P
.LP
\fIPriority 6\fR
.sp 1P
.RT
.sp 1P
.ce 1000
\fBPublic telephone\fR
.sp 1P
.RT
.ce 0
.sp 1P
.LP
\fIOffices\fR
.sp 9p
.RT
.LP
Information concerning:
.LP
    \(em
    the services provided
.LP
    \(em
    the charges applied
.LP
    \(em
    other subjects, at the discretion of each country
.sp 1P
.LP
\fIBooths\fR
.sp 9p
.RT
.LP
Possible calls and charges
.sp 1P
.LP
\fITelephones made available for public use\fR
.sp 9p
.RT
.LP
Permitted calls and charges
.LP
\fIPriority 7\fR
.sp 1P
.RT
.sp 1P
.ce 1000
\fBMaps\fR
.sp 1P
.RT
.ce 0
.sp 1P
.LP
Maps may be used to indicate which areas are covered by the
telephone directory and which directories cover adjacent areas.
.sp 9p
.RT
.ce 1000
(The publication of this information is
.sp 9p
.RT
.ce 0
.LP
left to the discretion of each country.)
.bp
.sp 1P
.ce 1000
.ce 0
.sp 1P
.LP
\fIPriority 8\fR
.sp 1P
.RT
.sp 1P
.ce 1000
\fBOther information\fR
.sp 1P
.RT
.ce 0
.sp 1P
.LP
\fISpecific information\fR
.sp 9p
.RT
.LP
    \(em
    Recommended presentation of national and international numbers
.PP
In personal or business relations, every subscriber should
communicate to his correspondents:
.RT
.LP
    \(em
    his national number, with the trunk prefix, for receiving trunk
calls, and
.LP
    \(em
    his international number, for receiving international calls,
preferably in accordance with the following grouping method:
.LP
    Telephone\  |
@ { ational~Inter~\~\~\~\~\~\~ (06)\~78\~21\~91 } over { nternational\~\~\~\~+39\~6~\~78\~21\~91 } @
.LP
    corresponding for example, to subscriber number 78\ 21\ 91 in Rome\ (6),
Italy\ (39). The symbol \*Q+\*U represents the international prefix of the
country of departure.
.sp 1P
.LP
\fIWarning\fR \ \(em\ The trunk prefix zero that precedes the national trunk
code in several countries should be omitted after the country code in
international dialling. For example, to call Amsterdam (020) from another
country, you dial\ 20 after the country code for the Netherlands, which
is\ 31. Some countries have a different trunk prefix that should be omitted
in
international dialling. For example, in Finland the trunk prefix is\ 9, while
the trunk code for Helsinki is\ 0; to call Helsinki\ (90) from another
country, you dial\ 0 after the country code for Finland which is\ 358.
.sp 9p
.RT
.LP
Other countries do not normally include their trunk prefix with the trunk
code when writing telephone numbers: in such cases you should not omit
the first
digits in international calling.
.sp 1P
.LP
\fIGeneral information\fR  | (left to the discretion of each country)
.sp 9p
.RT
.LP
    \(em
    Commercial and miscellaneous product service
.LP
    Description:
.ad r
\s8Information\ \ \ \ Tel. No.
.RT
.ad b
.RT
.LP
\s9    \(em
    Subscription and invoicing
.RT
.LP
    Information concerning:
.LP
    a)
    categories of subscribers
.LP
    b)
    contributions to installation, removal and
replacement costs
.LP
    c)
    periodic rentals
.LP
    d)
    conditions of subscription
.LP
    e)
    data entered on periodic invoice
.LP
    f
)
    methods of paying invoices
.LP
    g)
    conditions for delayed payment
.ad r
\s8Information\ \ \ \ Tel. No.
.RT
.ad b
.RT
.LP
\s9    \(em
    List of directories and how to obtain them
.RT
.LP
    a)
    list of volumes covering various districts
.LP
    b)
    conditions of sale of volumes
.LP
    c)
    address of sales centre
.LP
    \(em
    Administration: address and telephone numbers
.bp
.LP
\fIPriority 9\fR
.sp 1P
.RT
.sp 1P
.ce 1000
\fBPages intended for foreign visitors\fR
.sp 1P
.RT
.ce 0
.sp 1P
.LP
\fIDescription\fR
.sp 9p
.RT
.PP
\fR One or more pages in one or more languages containing the
necessary information to enable foreign visitors to obtain correct access to
basic and vitally important services. The information should cover the
following points:
.RT
.LP
    \(em
    general
.LP
    \(em
    emergency services
.LP
    \(em
    operating procedure
.LP
    \(em
    tones
.LP
    \(em
    national calls
.LP
    \(em
    international calls
.LP
    \(em
    reference for finding code numbers
.LP
    \(em
    directory enquiries service
.LP
    \(em
    charging periods
.LP
    \(em
    telephone offices, telephone booths and telephones made
available for public use: operating details and special tones.
.sp 2P
.LP
\fBRecommendation\ E.127\fR
.RT
.sp 2P
.ce 1000
\fBPAGES\ IN\ THE\ TELEPHONE\ DIRECTORY\fR
.EF '%    Fascicle\ II.2\ \(em\ Rec.\ E.127''
.OF '''Fascicle\ II.2\ \(em\ Rec.\ E.127    %'
.ce 0
.sp 1P
.ce 1000
\fBINTENDED\ FOR\ FOREIGN\ VISITORS\fR
.ce 0
.sp 1P
.LP
\fB1\fR     \fBGeneral considerations\fR
.sp 1P
.RT
.PP
1.1
The number of people travelling abroad on business, for tourism or for
any other reason is steadily increasing; in general such persons move
about a great deal and thus have to contend with the problems this involves.
.sp 9p
.RT
.PP
1.2
To satisfy their needs, foreign visitors have to make frequent use of the
telephone; consequently Administrations strive to provide them with the
essential instructions on how to use the telephone service for domestic
and
international calls.
.PP
1.3
In the interest of both users and Administrations, clear and
easily understandable official information should be available wherever the
telephone service may be used.
.PP
1.4
The
telephone directory
is the main official vehicle for the circulation of correct, up\(hyto\(hydate
information on the use of the
telephone.
.PP
1.5
To facilitate consultation of the General Information pages in the telephone
directory by foreign visitors, one needs to include one or more pages in
one or more languages to assist them during the consultation process.
.PP
1.6
Administrations should therefore ensure, if there is a need, that there
are pages in the telephone directory specifically intended for foreign
visitors and that they are standardized on the basis of the following basic
provisions.
.sp 2P
.LP
\fB2\fR     \fBBasic provisions\fR
.sp 1P
.RT
.PP
To provide the greatest possible assistance in the use of the
telephone service, Administrations should apply the following basic
provisions:
.RT
.PP
2.1
Instructions enabling foreign visitors to use the most common
basic services and information concerning domestic and international calls
and the rates charged should appear in one or more appropriate foreign
languages
and be assembled on one or more pages inserted at the end of the General
Information pages in telephone directories.
.bp
.sp 9p
.RT
.PP
2.2
The pages included specifically for foreign visitors should
contain a summary of the principal information and instructions requested
for correct operation of the telephone service and also a number of references
to the more complete General Information pages in the telephone directory,
which foreign visitors will have no difficulty in consulting if their contents
are
standardized as is desirable (see Recommendation\ E.126).
.PP
2.3
The pages in the telephone directory intended for foreign visitors should
cover the main points listed below, developed on the basis of criteria
adopted for the directory itself.
.sp 2P
.LP
2.3.1
    \fIIntroduction\fR
.sp 1P
.RT
.sp 1P
.LP
2.3.2
    \fIRegular information\fR \v'3p'
.sp 9p
.RT
.LP
    \(em
    numbers of the
emergency services
.LP
    \(em
    prefixes (national and international)
.LP
    \(em
    dialling codes of countries connected by the international
automatic service (with references to the General Information
pages or to a separate publication supplementing the telephone
directory)
.LP
    \(em
    principal tones (with graphic representation): \*Qdialling
tone\*U, \*Qringing tone\*U and \*Qengaged tone\*U, with mention to other
tones, if necessary
.LP
    \(em
    Telephone Directory Information and trunk codes within the
country and abroad.
.sp 1P
.LP
2.3.3
    \fIOperating instructions for outgoing calls\fR \v'3p'
.sp 9p
.RT
.LP
    \(em
    local
.LP
    \(em
    trunk
.LP
    \(em
    international (automatic or through the operator) from:
.LP
    a)
    ordinary telephones
.LP
    b)
    payphones
.LP
    c)
    public telephone offices.
.PP
\fINote\fR \ \(em\ A reference to the operating instructions (if there
are any) in schematic form (see, for example, Recommendation\ E.126, Annex\
A) in the General Information pages would be useful.
.sp 1P
.LP
2.3.4
    \fIPayphones\fR \v'3p'
.sp 9p
.RT
.LP
    \(em
    identification
.LP
    \(em
    characteristics of the system (signals, credit, coin return)
and picture of currency and token used for payphones.
.sp 1P
.LP
2.3.5
    \fIPublic telephone offices\fR \v'3p'
.sp 9p
.RT
.LP
    \(em
    identification
.LP
    \(em
    service hours
.LP
    \(em
    operator services.
.sp 1P
.LP
2.3.6
    \fIReferences to the General Information pages relating\fR
\fIto:\fR \v'3p'
.sp 9p
.RT
.LP
    \(em
    domestic and international
telephone charges
.LP
    \(em
    full rate and reduced rate periods
.LP
    \(em
    time zones
.LP
    \(em
    Administrations or Recognized Private Operating Agencies:
addresses and telephone numbers.
.bp
.sp 2P
.LP
\fBRecommendation\ E.128\fR
.RT
.sp 2P
.sp 1P
.ce 1000
\fBLEAFLET\ TO\ BE\ DISTRIBUTED\ TO\ FOREIGN\ VISITORS\fR
.EF '%    Fascicle\ II.2\ \(em\ Rec.\ E.128''
.OF '''Fascicle\ II.2\ \(em\ Rec.\ E.128    %'
.ce 0
.sp 1P
.LP
\fB1\fR     \fBGeneral\fR
.sp 1P
.RT
.PP
1.1
The ever increasing number of people travelling to foreign
countries generally need to use the telephone either to communicate with
their own country or with people in the country they are visiting.
.sp 9p
.RT
.PP
1.2
These people make many of their calls from
payphones
and
public telephone offices
, where normally they can find appropriate
instructions for the use of the telephone service; others who make their
calls from hotels or private telephones may encounter difficulties for
lack of
information.
.PP
1.3
To obtain more detailed information, foreign visitors may consult
telephone directories
containing General Information pages (see
Recommendation\ E.126) and \*QPages intended for foreign visitors\*U, prepared
in
one or more languages to facilitate consultation (see Recommendation\ E.127).
.PP
1.4
In addition, a leaflet containing general information and
instructions for the use of the telephone is printed and distributed to
foreign visitors, either by the Administration of the country of origin
on departure or by the Administration of the foreign country on arrival.
Cooperation between
Administrations is necessary to ensure that information contained in leaflets
is accurate, and also to prevent possible duplication of leaflets.
.PP
1.5
Administrations should therefore ensure that the leaflets to be
distributed to foreign visitors have the widest possible application and, in
principle, are drafted in a uniform manner on the basis of the following
guidelines. However, each Administration can prepare its own leaflet to be
distributed either at home or in any other country, with the content it
considers most appropriate from the national point of view.
.sp 2P
.LP
\fB2\fR     \fBGuidelines\fR
.sp 1P
.RT
.PP
The leaflets to be prepared for foreign visitors should have the
following features:
.RT
.sp 1P
.LP
2.1
    \fIStructure\fR
.sp 9p
.RT
.PP
The leaflet should be of assistance to foreign visitors who wish to use
payphones connected to the trunk service and the international automatic
service or who apply to public telephone offices, besides being assisted by
hotel operators.
.RT
.sp 1P
.LP
2.2
    \fITitle\fR
.sp 9p
.RT
.PP
\*QTelephone Information\*U.
.RT
.sp 1P
.LP
2.3
    \fIFormat\fR
.sp 9p
.RT
.PP
It should be of a convenient size (e.g.\ A4 format where this standard
is utilized), folded in three to form six small\(hysize pages.
.PP
The exact design of the cover need not be identical between countries to
permit designers some freedom of interpretation, but should include the
standard title and some indication of the country to which the leaflet
applies, a prominant representation of the telephone symbol (see Figure\
1/E.121), an
illustration of the payphone widely used in the country, and some reference
to the public telephone service.
.PP
\fINote\fR \ \(em\ A model of the leaflet in the required format and with the
particulars it should contain is given in Annex\ A.
.bp
.RT
.sp 1P
.LP
2.4
    \fIContents\fR \v'3p'
.sp 9p
.RT
.LP
    \(em
    Introduction
.LP
    \(em
    General information:
.LP
    a)
    SOS \(em
emergency numbers
.LP
    b)
    Prefixes (national and international)
.LP
    c)
    Destination codes of countries
which can be
reached by fully automatic means
.LP
    d)
    Main tones with graphical representation
.LP
    e)
    Information about
reduced rates
, if any
.LP
    f
)
    Telephone directory information and
trunk
codes
.
.LP
    \(em
    Payphones:
.LP
    a)
    How to find them
.LP
    b)
    How to use them
.LP
    c)
    System characteristics (signals, credit, return of
coins) and pictures of currency and
token used for
payphones
.
.LP
    \(em
    Public telephone offices
:
.LP
    a)
    How to find them
.LP
    b)
    Hours of service
.LP
    c)
    Operator services
.LP
    \(em
    Hotel and private telephones
:
.LP
    a)
    How to call
.LP
    b)
    Surcharge
.LP
    \(em
    Supplementary notes:
.LP
    a)
    Reference to the \*QPages intended for foreign visitors\*U
(that is, the last of the front pages of the telephone
directory)
.LP
    b)
    Reference to the \*Q
Trunk code publication
\*U
.LP
    c)
    Time differences:
time zones
(front pages)
.PP
\fINote\fR \ \(em\ An example of the text in general form is given in
Annex\ B.
.sp 1P
.LP
2.5
    \fILayout\fR
.sp 9p
.RT
.PP
It should be pleasing to the eye, in order to attract the reader's attention,
printed in black and white and in colour, with clearly legible
characters and also boldface type to display the most significant information,
with graphic representation of tones and with pictograms and standardized
symbols if these appear frequently in the text. Sentences should be short,
concise and simply formed of words in current use.
.RT
.sp 1P
.LP
2.6
    \fIProduction and distribution\fR \v'3p'
.sp 9p
.RT
.LP
    \(em
    Preferably, the version produced by each country concerned in
the appropriate language, should be available at the places of
arrival of foreign visitors, at public telephone offices,
travel agencies
,\ etc.
.LP
    \(em
    Optionally, the version produced by each country may be made
available at the places of departure of travellers, at travel
agencies, airports,
railway station ticket
offices
,\ etc.
.PP
The choice of the method should be made on the basis of consultation between
the two countries concerned.
.sp 1P
.LP
2.7
    \fIValidity\fR
.sp 9p
.RT
.PP
This should be clearly indicated with reference to the last
updating, and should be checked according to changes in contents and
distribution.
.bp
.RT
.ce 1000
ANNEX\ A
.ce 0
.ce 1000
(to Recommendation E.128)
.sp 9p
.RT
.ce 0
.ce 1000
\fBModel of leaflet to be distributed to foreign visitors\fR
.sp 1P
.RT
.ce 0
.ce
\fBH.T. [T1.128]\fR
.ce
Page No.
.T&
lw(12p) | lw(84p) .

.T&
lw(12p) | lw(84p) .
 {
Germany
49
\(em\ 1
Great Britain
44
+\ 1
Greece
30
+\ 8
Japan
81
\(em\ 6
U.S.A. (New York)
\ 1
. |  |  |
other countries
.
 }
.TE
.nr PS 9
.RT
.ad r
\fBTableau 1/E.128 [T1.128] A L'ITALIENNE, p.25\fR
.sp 1P
.RT
.ad b
.RT
.LP
.bp
.ce
\fBH.T. [T2.128]\fR
.ce
Page No.
.ps 9
.vs 11
.nr VS 11
.nr PS 9
.TS
center box;
lw(96p) .
.TE
.nr PS 9
.RT
.ad r
\fBTableau 2/E.128 [T2.128] A L'ITALIENNE, p.26\fR
.sp 1P
.RT
.ad b
.RT
.LP
.bp
.ce 1000
ANNEX\ B
.ce 0
.ce 1000
(to Recommendation E.128)
.sp 9p
.RT
.ce 0
.ce 1000
\fBSample text of leaflet to be distributed\fR
.sp 1P
.RT
.ce 0
.ce 1000
\fBto foreign visitors\fR
.ce 0
.ce 1000
TELEPHONE\ INFORMATION
.sp 1P
.RT
.ce 0
.sp 2P
.LP
\fIForeword\fR
.sp 1P
.RT
.PP
If you are abroad on a holiday or on a business trip and have to get in
touch with your family or with your friends or business connections, you
can do so in the most practical and economical way by dialling your calls
directly from a payphone. In this way you would have no language problem.
.PP
If you want to benefit from special telephone facilities or if you are
short of the proper coins or of tokens, you can go to a public telephone
office where the personnel will advise you and help you to call any country
in the
world.
.PP
The aims of this leaflet are to alleviate any anxiety you may have about
foreign languages, and to enable you to use the telephone services without
difficulty.
.RT
.sp 1P
.LP
\fIInformation\fR
.sp 9p
.RT
.PP
SOS\(emfor emergency calls dial: . |  |
.PP
National prefix: . |  |
.PP
International prefix: . |  |
.PP
Country codes that can be directly dialled (see pages\ 5 and\ 6 of
the leaflet).
.RT
.LP
    Tones:\ dial tone
.LP
Tones:
\ ringing tone
.LP
Tones:
\ busy tone
.PP
(For graphical representation of tones see Recommendation\ E.121.)
.PP
For directory inquiry service and telephone codes dial: . |  |
.PP
\fR Reduced rates.
.RT
.sp 1P
.LP
\fIPayphones\fR
.sp 9p
.RT
.PP
Payphones can be found in telephone street kiosks and, as a rule,
wherever a sign with a telephone symbol is exhibited.
.PP
Payphones work with coins (to be specified) or with telephone tokens
(value to be specified); the most modern payphone operates with a
\*Qtelephone card
\*U and is located mostly in the airports and main railway stations. The
coins and the telephone token are pictured here below:
.RT
.LP
.rs
.sp 5P
.ad r
\fBFigure\ CCITT 78870, p.\fR
.sp 1P
.RT
.ad b
.RT
.sp 1P
.LP
\fIProcedures for international calls\fR \v'3p'
.sp 9p
.RT
.LP
    \(em
    Insert enough coins or tokens into the payphone to make up a  small credit.
.LP
    \(em
    Lift the receiver and wait for the dial tone.
.LP
    \(em
     Dial the international prefix followed by the country code, then the
trunk code (without trunk prefix) and finally the
subscriber telephone number.
.LP
    \fIExample\fR
.LP
     To call subscriber 12345 in Bristol (trunk prefix with trunk code is
0272) in Great Britain (country code\ 44) you should dial:
+\ 44\ 272\ 12345.
.bp
.LP
    \fINote\ 1\fR \ \(em\ It may be useful for you to jot down all the
digits in the right sequence before dialling.
.LP
    \fINote\ 2\fR \ \(em\ The trunk prefix before the trunk code must not
be dialled in international dialling.
.LP
    \(em
     Insert other coins or tokens to prolong duration of the call as soon
as you hear the special tone advising you that your credit
in the phone box has almost expired.
.PP
Once your call is finished:
.LP
    \(em
    replace the handset;
.LP
    \(em
    press the proper button on the phone box to recover the
unused coins and/or tokens.
.sp 1P
.LP
\fIPublic telephone offices\fR
.sp 9p
.RT
.PP
The addresses and office hours of the public telephone offices are
shown at the top of the subscribers' list in the telephone directory of each
locality. Public telephone offices can generally be identified by the street
sign exhibited outside the building. They are attended by trained personnel
who can help you to obtain your call when operator assistance is needed
(personal, collect or credit card calls, when such facilities are admitted).
.RT
.sp 1P
.LP
\fIHotels and private telephones\fR
.sp 9p
.RT
.PP
When calling from a hotel you may be able to call direct after
dialling a code for access to the public network (this information should be
provided in your hotel room). In other cases you may have to rely upon the
services of the hotel operator. A surcharge will normally be imposed by the
hotel for any calls you make. It is advisable to check what surcharge the
hotel will impose before making your call.
.PP
All services that are normally available from payphones can also be
used when calling from a private telephone. However, in some parts of the
country several telephones share a single line, in which case the telephone
line will not be available to all users at all times.
.RT
.sp 1P
.LP
\fISupplementary notes\fR
.sp 9p
.RT
.PP
More information can be found in the \*QPages intended for foreign
visitors\*U which are the last of the front pages of the telephone directory.
A list of national trunk codes and another of the main localities of foreign
countries appears in the \*QTrunk Code Publication\*U.
.PP
To decide whether an international call can be made at a certain time,
it may be convenient to consult the \*Q
Time zone chart of the world
\*U in order to check the corresponding time at the place of destination.
This
information is given in the front pages of the telephone directory.
.PP
Phone Home!
.PP
You will feel that you are there.
.RT
.sp 2P
.LP
\fBRecommendation\ E.130\fR
.RT
.sp 2P
.sp 1P
.ce 1000
\fBCHOICE\ OF\ THE\ MOST\ USEFUL\ AND\ DESIRABLE | fR \fBSUPPLEMENTARY\
TELEPHONE\ SERVICES\fR
.EF '%    Fascicle\ II.2\ \(em\ Rec.\ E.130''
.OF '''Fascicle\ II.2\ \(em\ Rec.\ E.130    %'
.ce 0
.sp 1P
.LP
\fB1\fR     \fBGeneral\fR
.sp 1P
.RT
.PP
The best
choice of a supplementary service
to be introduced depends basically on the individual situation of a country.
This Recommendation only gives guidelines which should be carefully appraised
by the respective
Administration.
.PP
It is suggested that a choice might be made from services which are
defined in the list of
Supplementary Services
(see Supplement No.\ 1 at the end of this fascicle). Supplement No.\ 1
aims to provide only outline
information about the supplementary services included, in order to give
Administrations a broad idea of the nature of these services. \(sc\ 1 of the
Supplement deals with those services considered to have international
implications and seeks to specify these implications for each of the
services concerned. \(sc\ 2 of the Supplement deals with those services not
considered to have international implications. Appendix\ I to the Supplement
deals with those services not considered as supplementary.
.PP
The experience gained with these services by Administrations which
have already introduced the relevant service is given in the form of remarks
and market data within this list.
.bp
.RT
.sp 2P
.LP
\fB2\fR     \fBItems to be considered in choosing the most useful and
acceptable supplementary service\fR
.sp 1P
.RT
.sp 1P
.LP
2.1
    \fIMarketability\fR
.sp 9p
.RT
.sp 1P
.LP
2.1.1
    \fIStrength of customer's needs\fR \v'3p'
.sp 9p
.RT
.LP
    \(em
    How intense is customer's need for the service?
.LP
    \(em
    Does the service really solve the customer's problem?
.sp 1P
.LP
2.1.2
    \fIExpected market size\fR \v'3p'
.sp 9p
.RT
.LP
    \(em
    How many users can be expected?
.LP
    \(em
    Are substitute products or services available?
.LP
    \(em
    Will there be a market restriction caused by
competition?
.sp 1P
.LP
2.1.3
    \fICustomer's acceptance from the \*Qhuman factors\*U point of\fR
\fIview\fR \v'3p'
.sp 9p
.RT
.LP
    \(em
    Intelligibility of the context of the service.
.LP
    \(em
    Procedures affecting easy understanding, easy handling
and easy memorizing.
.sp 1P
.LP
2.1.4
    \fICustomer's price sensitivity\fR \v'3p'
.sp 9p
.RT
.LP
    \(em
    Expected limit of charges to be applied for the individual
service or for the most common package of services, to be used by the
average subscriber. (A reference might be the monthly rate of charges applied
on normal telephone service.)
.sp 1P
.LP
2.1.5
    \fICost/benefit ratio from the Administration's point of view\fR
.sp 9p
.RT
.sp 2P
.LP
2.2
    \fIProvisioning aspects\fR
.sp 1P
.RT
.sp 1P
.LP
2.2.1
    \fITechnical requirements\fR \v'3p'
.sp 9p
.RT
.LP
    \(em
    Will the present network be affected by traffic overload
caused by the new service?
.sp 1P
.LP
2.2.2
    \fIRegulatory consequences\fR \v'3p'
.sp 9p
.RT
.LP
    \(em
    Conflicts within present regulations.
.LP
    \(em
    Problems concerning privacy protection.
.sp 1P
.LP
2.2.3
    \fICharging aspects\fR \v'3p'
.sp 9p
.RT
.LP
    \(em
    Charging mode (e.g. per use or rental).
.sp 1P
.LP
2.2.4
    \fIInternational implications\fR
.sp 9p
.RT
.sp 2P
.LP
\fB3\fR     \fBBasic realisation aspects\fR
.sp 1P
.RT
.PP
Three different technical solutions may be envisaged to make
supplementary services available to subscribers:
.RT
.LP
    1)
    additional or modified software and/or hardware of public
networks (excluding terminals),
.LP
    2)
    installation of special telephone terminals,
.LP
    3)
    the combination of solutions\ 1 and\ 2.
.PP
As a guideline, the following aspects may be considered:
.LP
    \(em
     Some services can only be realized by solution No. 1 or 3. In those cases
solution No.\ 3 will offer a better quality of
service to subscribers because of the possibility of improved
handling. Such an improvement might be achieved by applying
dedicated push\(hybuttons, visual indication elements, user
guidance by pictograms and symbols, text displays, etc.
.LP
    \(em
    If there is only a traditional electromechanical system
available, solution No.\ 2 may be the only economic way to
realize some supplementary services (e.g.\ abbreviated dialling,
number repetition).
.bp
.LP
    \(em
     If the available system and the type of service allows free choice between
the three solutions, the following aspects
apply:
.LP
    \(em
    solution No.\ 1 gives full flexibility in adapting
services to subscriber needs;
.LP
    \(em
    solution No.\ 3 may improve the handling;
.LP
    \(em
     solution No.\ 2 bears the same advantages to the user as solution No.\
3 and does not require special system features.
.sp 2P
.LP
\fBRecommendation\ E.131\fR
.RT
.sp 2P
.sp 1P
.ce 1000
\fBSUBSCRIBER\ CONTROL\ PROCEDURES\ FOR\ SUPPLEMENTARY\fR  |
\fBTELEPHONE\ SERVICES\fR
.EF '%    Fascicle\ II.2\ \(em\ Rec.\ E.131''
.OF '''Fascicle\ II.2\ \(em\ Rec.\ E.131    %'
.ce 0
.sp 1P
.LP
\fB1\fR     \fBGeneral\fR
.sp 1P
.RT
.PP
1.1
Many Administrations are planning to introduce supplementary
telephone services which are likely to be viable only if controlled by
the user (a list of possible
supplementary telephone services
is given in
Supplement\ No.\ 1 at the end of this fascicle). It is therefore necessary to
consider means of providing
users with procedures by which such control can be achieved. The purpose of
this Recommendation is to prevent an undesirable proliferation, in various
countries, of subscriber control procedures for such services. Descriptions
are given below of three control procedures schemes now in use or in various
stages of evolution. Guidelines are offered to Administrations planning to
offer subscriber controlled supplementary services. Reference is made to
Annex\ A for a glossary of terms used in this Recommendation.
.sp 9p
.RT
.PP
1.2
It is recognized that not all aspects of all supplementary
services will affect the
international telephone service
, but a degree  of international coordination is considered necessary because:
.LP
    a)
    the same or similar supplementary services will exist on
national and international networks; it is desirable to have
similar control procedures for both applications;
.LP
    b)
    a supplementary service which is only national now may be
international in the future; in that case changes in control
procedures might be impossible or expensive;
.LP
    c)
    subscribers who travel or move will be less inconvenienced
if control procedures for supplementary services do not change
from one country to another;
.LP
    d)
    compatibility between control procedures for telephone
services and simple parallel end\(hyto\(hyend data transmission is
highly desirable, because the same telephone instrument is
used in both cases;
.LP
    e)
    standardized control procedures make possible lower
equipment and customer instruction costs.
.PP
1.3
Access to individual services requires that the supplementary
service numbering plan have a sufficient capacity to meet all reasonable
future needs; control of the services requires the ability to define functional
requirements to the system.
.PP
The introduction of
push\(hybutton telephones
providing signals in addition to the normal decimal range\ (0\(hy9) offers
a means of providing the necessary function signals. Since the
12\(hybutton instrument
is likely to be used by most subscribers, only two additional non\(hynumerical
signals will be available for control purposes. Study therefore has been
directed towards
evolving schemes for control procedures which are acceptable both from the
human factors and technical aspects and do not require more than two
non\(hynumerical signals.
.PP
1.4
The same push\(hybutton telephone set that is used in dedicated
telephone networks may be used as a subscriber instrument in service integrated
networks. It is desirable that in this case the control procedures for
a given supplementary telephone service still apply.
.PP
Where the normal
12\(hybutton telephone set
is also used for services other than telephony, e.g.\ for data, video\(hytelephone,\
etc., the
control procedures used for these services should be compatible with the
control procedures used for supplementary telephone services.
.bp
.sp 2P
.LP
\fB2\fR     \fBSchemes for control procedures\fR
.sp 1P
.RT
.PP
Recognizing that:
.RT
.LP
    \(em
    the CCITT has not as yet recommended a unique scheme of
subscriber control procedures for supplementary telephone services;
.LP
    \(em
    the CCITT is still studying such control
procedures;
.LP
    \(em
     further proliferation of schemes is undesirable because this would result
in subscriber confusion, less efficient use of the telephone
network and might make it more difficult to work towards an optimum
scheme;
.LP
it is recommended that:
.LP
    \(em
    Administrations contemplating the introduction of services
which require new control procedures join actively with the ongoing study;
.LP
    \(em
    Administrations wishing to adopt a scheme of subscriber
control procedures should apply one of those detailed below to the maximum
extent feasible rather than establish a new scheme.
.sp 2P
.LP
\fB3\fR     \fBDescription and analysis of code schemes for supplementary
telephone services\fR
.sp 1P
.RT
.sp 1P
.LP
3.1
    \fIGeneral\fR
.sp 9p
.RT
.PP
3.1.1
Three code schemes for supplementary telephone services,
currently in use or under study will be briefly described and analyzed. They
are:
.sp 9p
.RT
.LP
    1)
    AT&T code scheme (USA);
.LP
    2)
    CEPT code scheme (Europe);
.LP
    3)
    NTT code scheme (Japan).
.PP
3.1.2
It is intended that Recommendation\ E.131 should be reviewed when
experience of the three code schemes is available. It may then be possible
to determine if one of them, or perhaps a fourth which incorporates the
best
features of all three, is to be preferred.
.PP
3.1.3
These schemes are still evolving and are liable to changes in
details as study progresses or experience is gained. The information presented
is an outline only and presents the position at a point in time when the
Recommendation is published. Administrations considering the implementation
of supplementary services requiring control procedures should approach the
appropriate Administration or authority to seek detailed and up\(hyto\(hydate
information.
.sp 2P
.LP
3.2
    \fIDescription of the code schemes\fR
.sp 1P
.RT
.PP
3.2.1
The information sent by the subscriber to the exchange for the control
of a service is made up of a number of basic functional elements, some
or all of which may appear explicitly in a particular message. These basic
functional elements are (see the glossary in Annex\ A):
.sp 9p
.RT
.LP
    1)
    mode or type of communication identification,
.LP
    2)
    access to supplementary services,
.LP
    3)
    service identification,
.LP
    4)
    function identification,
.LP
    5)
    supplementary information,
.LP
    6)
    block separation,
.LP
    7)
    message suffix.
.PP
3.2.2
The mode or type of communication identification element is
unlikely to be used for telephone services and allocation of codes for this
purpose within these schemes is tentative. This element is therefore excluded
from consideration for the present.
.PP
3.2.3
The main differences between the three code schemes are in the
methods used to encode the various functional elements and the order in
which they must be presented. In all code schemes a separate code is used
for the
dialling of abbreviated numbers.
.PP
3.2.4
For each of the three code schemes, Table\ 1/E.131 gives the
format of the information sent by the subscriber to the exchange:
.LP
    i)
    without supplementary information,
.LP
    ii)
    with one block of supplementary information,
.LP
    iii)
    for the dialling of abbreviated numbers.
.bp
.PP
In the Table 1/E.131, the digits below each message identify the functional
elements as listed in \(sc\ 3.2.1 above.
.LP
.rs
.sp 24P
.ad r
\fBTable 1/E.131 (trait\*'e comme fig.), p.\fR
.sp 1P
.RT
.ad b
.RT
.PP
The symbols used in Table\ 1/E.131 are as follows:
.LP
    N
    =
    a digit;
.LP
    SI
    =
    supplementary information;
.LP
    SDT
    =
    second dial tone;
.LP
    (. |  | )
    =
    not always used. For detailed explanations,
see \(sc\ 3.2.5 below;
.LP
    \ \
    =
    \*Qstar\*U button of telephone set as defined in
Recommendation\ E.161;
.LP
    \ \
    =
    \*Qsquare\*U button of telephone set as defined in
Recommendation\ E.161.
.PP
3.2.5
In the three code schemes the basic functional elements are
realized in the following way:
\v'3p'
.sp 9p
.RT
.LP
    \fIAccess to supplementary services\fR  | (element\ 2)
.LP
    AT&T:
     access prefix \ . (Customers are permitted to dial the digits\ 11 in
place of \ .)
.LP
    CEPT:
    service code prefix \
or \ .
.LP
    NTT:
    prefix digit 1 for services available from both dial and
push\(hybutton telephones, prefix \
for services available from
push\(hybutton telephones only.
\v'3p'
.LP
    \fIService identification\fR  | element\ 3)
.LP
    AT&T:
    a two\(hydigit service code that is also used to indicate the
function: codes\ 72\(hy79.
.LP
    CEPT:
     two\(hydigit (or exceptionally, three digit) service codes beginning
with\ 1\(hy9 and\ 0 are reserved for CEPT allocation in both PABX and
public exchange fields.
.LP
    NTT:
    two\(hydigit service codes.
\v'3p'
.bp
.LP
    \fIFunction identification\fR  | element\ 4)
.LP
    AT&T:
    the function is expressed in the service code, different
functions for the same service use consecutive codes.
.LP
    CEPT:
    service code prefix \ : activation and registration;
.LP
service code prefix \ : deactivation and erasure.
.LP
    NTT:
    a numerical function code that is only required for certain
services. (If a function code is needed, the subscriber is informed by
means of a dial tone).
.LP
    0\ =\ deactivation,
.LP
    1\ =\ activation,
.LP
    2\ =\ registration.
\v'3p'
.LP
    \fIBlock separation\fR  | element\ 6)
.LP
    AT&T:
    no block separation required.
.LP
    CEPT:
    the standard CEPT control procedure will assume the use of a
block separator \
after the service code and between blocks of supplementary
information. As a national option, the deletion of the block separator after
the service code is allowed; however, if in this case the
subscriber dials a block separator after the service code, the
exchange should accept the message.
.LP
    NTT:
    the block separator \
may be used between the function
code and the first block of supplementary information, and between
successive blocks of supplementary information for push\(hybutton
telephones only.
\v'3p'
.LP
    \fIMessage suffix\fR  | element\ 7)
.LP
    AT&T:
    the message suffix \
may be replaced by a time\(hyout.
.LP
    CEPT:
    the message suffix \
is mandatory.
.LP
    NTT:
    the message suffix \
is used for push\(hybutton telephones
only.
\v'3p'
.LP
    \fIAbbreviated dialling\fR
.LP
    AT&T:
    abbreviated numbers: 2\(hy9 and 20\(hy49 available.
.LP
    CEPT:
    N(N) \
abbreviated numbers: 0\(hy9 and 00\(hy99 available;
.LP
\ \
N(N) abbreviated numbers: 0\(hy9 or\ 00\(hy99 available.
.LP
    NTT:
    abbreviated numbers: 00\(hy99 available.
.sp 1P
.LP
3.3
    \fIFeatures of each of the code schemes\fR
.sp 9p
.RT
.PP
The features of each of the code schemes compared with one or
both of the other two are given below.
.RT
.sp 1P
.LP
3.3.1
    \fIAT&T code scheme\fR \v'3p'
.sp 9p
.RT
.LP
    1)
    The \
symbol is used for access to supplementary services.
.LP
    2)
    Control procedures from rotary dial and push\(hybutton
telephones are compatible.
.LP
    3)
    The messages sent by the subscriber to the exchange are
short.
.LP
    4)
    Some two\(hydigit codes have been reserved so as to permit
three\(hydigit (or longer) service codes to be introduced in the
future without changes in the existing service codes.
.LP
    5)
    The message suffix is not essential.
.LP
    6)
    One, two and more digit abbreviated numbers are possible
without the need to use different initial digits.
.sp 1P
.LP
3.3.2
    \fICEPT code scheme\fR \v'3p'
.sp 9p
.RT
.LP
    1)
    When only prefixes are used, the telephone numbering
plan is not influenced by the code scheme for supplementary
services.
.LP
    2)
    When only prefixes are used, exchange logic is simplified.
.LP
    3)
    When only prefixes are used, the use of similar control
procedures in\ PABXs and the public network is facilitated.
.bp
.LP
    4)
    The
abbreviated dialling numbering plan
is divorced from the service code numbering plan and does not impose restrictions
on it.
.LP
    5)
    The service code remains the same irrespective of the
function required.
.LP
    6)
    Each important function is defined by a unique prefix.
.LP
    7)
    Other prefixes are available for new service functions.
.LP
    8)
    A mandatory message suffix avoids the need for time\(hyout,
fixed message length or complex programming.
.LP
    9)
     When the message suffix method for abbreviated dialling is used, one,
two and more digit abbreviated numbers are possible without
the need to use different initial digits.
.sp 1P
.LP
3.3.3
    \fINTT code scheme\fR \v'3p'
.sp 9p
.RT
.LP
    1)
    The use of a prefix simplifies exchange logic.
.LP
    2)
     The use of a prefix facilitates the use of similar control procedures
in\ PABXs and the public network.
.LP
    3)
    Other prefixes are available for future use.
.LP
    4)
    A measure of compatibility between the control procedures
from rotary dial and push\(hybutton telephones is possible.
.LP
    5)
    The abbreviated dialling numbering plan is divorced from the
service code numbering plan and does not impose restrictions on it.
.LP
    6)
    The service code remains the same irrespective of the
function required.
.LP
    7)
    Each important function is defined by a unique function
code.
.LP
    8)
    Ten function codes are available.
.LP
    9)
    Allocating a function code after a service code makes it
possible to separate basic switching functions from
supplementary service processing functions. This facilitates the
application of new services to an existing old\(hytype exchange.
.LP
    10)
    The control procedures are similar to the control
procedures in the NTT end\(hyto\(hyend communication services.
.LP
    11)
    The function code can be deleted if not
required.
.ce 1000
ANNEX\ A
.ce 0
.ce 1000
(to Recommendation E.131)
.sp 9p
.RT
.ce 0
.ce 1000
\fBGlossary of terms\fR
.sp 1P
.RT
.ce 0
.PP
This glossary gives the meanings currently allocated to various
terms to facilitate the study and evaluation of control procedures. They are
subject to review as the code schemes evolve.
.sp 1P
.RT
.sp 1P
.LP
A.1
    \fBsupplementary telephone service\fR
.sp 9p
.RT
.LP
    \fIF:\ service t\*'el\*'ephonique suppl\*'ementaire\fR
.LP
    \fIS:\ servicio telef\*'onico suplementario\fR
.PP
Any service provided by the telephone network in addition to the fundamental
telephone service.
.RT
.sp 1P
.LP
A.2
    \fBcontrol procedure\fR
.sp 9p
.RT
.LP
\fI\fR     \fIF:\ proc\*'edure de commande\fR
.LP
    \fIS:\ procedimiento de control\fR
.PP
A method in which information is exchanged in a predetermined
forward order and backward order between subscriber and exchange to effect
control of a service.
.bp
.RT
.sp 1P
.LP
A.3
    \fBcommand\fR
.sp 9p
.RT
.LP
    \fIF:\ commande\fR
.LP
    \fIS:\ instrucci\*'on (de control)\fR
.PP
A single specific manipulation at the subscriber set causing
transmission of a signal which specifically indicates the manipulation to
the exchange. For certain control procedures either one single command or a
succession of commands are required.
.RT
.sp 1P
.LP
A.4
    \fBcharacter\fR
.sp 9p
.RT
.LP
    \fIF:\ caract\*`ere\fR
.LP
    \fIS:\ car\*'acter\fR
.PP
A single specific symbol, number or letter used to designate the diallable
signal caused by a command.
.RT
.sp 1P
.LP
A.5
    \fBmessage\fR
.sp 9p
.RT
.LP
    \fIF:\ message\fR
.LP
    \fIS:\ mensaje\fR
.PP
A defined entity of information from the subscriber to the exchange pertaining
to a call or a control operation for a service sent in one sequence over
the signalling medium. A message may consist of one or more characters
transmitted in one or more blocks.
.RT
.sp 1P
.LP
A.6
    \fBcode\fR
.sp 9p
.RT
.LP
\fI\fR     \fIF:\ code\fR
.LP
    \fIS:\ c\*'odigo\fR
.PP
One character or a sequence of characters forming a part, or the whole,
of a message with a specific meaning.
.RT
.sp 1P
.LP
A.7
    \fBmode or type of communication identification\fR
.sp 9p
.RT
.LP
\fI\fR     \fIF:\ identification du type ou du mode de la communication\fR
.LP
    \fIS:\ identificaci\*'on del tipo o del modo de la comunicaci\*'on\fR
.PP
Information used to give an instruction to the switching equipment to select
the required network or mode of communication, for example in the use of
a multifunction terminal (video\(hytelephone, 48\ kbit/s wideband
switched\(hynetwork service, etc.).
.RT
.sp 1P
.LP
A.8
    \fBaccess to supplementary services\fR
.sp 9p
.RT
.LP
    \fIF:\ acc\*`es aux services suppl\*'ementaires\fR
.LP
    \fIS:\ acceso a servicios suplementarios\fR
.PP
Information used to instruct the switching equipment
that the associated information relates to a supplementary service.
.RT
.sp 1P
.LP
A.9
    \fBservice identification\fR
.sp 9p
.RT
.LP
    \fIF:\ identification de service\fR
.LP
    \fIS:\ identificaci\*'on de servicio\fR
.PP
Information designating a supplementary service.
.bp
.RT
.sp 1P
.LP
A.10
    \fBfunction identification\fR
.sp 9p
.RT
.LP
\fI\fR     \fIF:\ identification de fonction\fR
.LP
    \fIS:\ identificaci\*'on de funci\*'on\fR
.PP
Information indicating the type or types of process to be applied to the
service.
.RT
.sp 1P
.LP
A.11
    \fBblock separation\fR
.sp 9p
.RT
.LP
    \fIF:\ s\*'eparation des blocs\fR
.LP
    \fIS:\ separaci\*'on de bloques\fR
.PP
Information indicating that the next character is the first
character of a block of supplementary information.
.RT
.sp 1P
.LP
A.12
    \fBsupplementary information\fR
.sp 9p
.RT
.LP
    \fIF:\ information suppl\*'ementaire\fR
.LP
    \fIS:\ informaci\*'on suplementaria\fR
.PP
Any information, except the mode or type of communication
identification, access to supplementary services, service identification,
function identification, block separation and message suffix, which is
required to be sent by the subscriber to the exchange for the performance
of a control operation. The supplementary information may consist of one or
more blocks.
.RT
.sp 1P
.LP
A.13
    \fBservice code\fR
.sp 9p
.RT
.LP
    \fIF:\ code de service\fR
.LP
    \fIS:\ c\*'odigo de servicio\fR
.PP
A numerical code designating a supplementary service.
.RT
.sp 1P
.LP
A.14
    \fBservice code prefix\fR
.sp 9p
.RT
.LP
    \fIF:\ pr\*'efixe de code de service\fR
.LP
    \fIS:\ prefijo de c\*'odigo de servicio\fR
.PP
A non\(hynumerical code preceding the service code and indicating the type
or types of process to be applied to the service.
.RT
.sp 1P
.LP
A.15
    \fBfunction code\fR
.sp 9p
.RT
.LP
    \fIF:\ code de fonction\fR
.LP
    \fIS:\ c\*'odigo de funci\*'on\fR
.PP
A code indicating the type or types of process to be applied to
the service.
.RT
.sp 1P
.LP
A.16
    \fBblock separator\fR
.sp 9p
.RT
.LP
    \fIF:\ s\*'eparateur de blocs\fR
.LP
    \fIS:\ separador de bloques\fR
.PP
The character indicating that the next character is the first of a block
of supplementary information.
.RT
.sp 1P
.LP
A.17
    \fBmessage suffix\fR
.sp 9p
.RT
.LP
    \fIF:\ suffixe de message\fR
.LP
    \fIS:\ sufijo de mensaje\fR
.PP
The character indicating the end of the message.
.bp
.RT
.sp 1P
.LP
A.18
    \fBabbreviated number\fR
.sp 9p
.RT
.LP
    \fIF:\ num\*'ero abr\*'eg\*'e\fR
.LP
    \fIS:\ n\*'umero abreviado\fR
.PP
The numerical code sent by a caller using the Abbreviated Dialling Service
which identifies the telephone number of the party to whom he wishes to
be connected.
.RT
.sp 1P
.LP
A.19
    \fBabbreviated dialling prefix\fR
.sp 9p
.RT
.LP
    \fIF:\ pr\*'efixe de num\*'erotation abr\*'eg\*'ee\fR
.LP
    \fIS:\ prefijo de marcaci\*'on abreviada\fR
.PP
The non\(hynumerical code indicating that the information
following is an abbreviated number.
.RT
.ce 1000
ANNEX\ B
.ce 0
.ce 1000
(to Recommendation E.131)
.sp 9p
.RT
.ce 0
.PP
During the Study Period 1977\(hy80, an international laboratory
experiment comparing subscriber perform
ance using two of the recommended
code schemes and a previous code scheme of AT&T, which was defined in
Volume\ II.2 of the \fIOrange Book\fR , was carried out under the auspices of
Working Party\ II/2 (
Human Factors
). The experiment was conducted in
five countries, Canada, Japan, Sweden, the United Kingdom and the United
States of America. In the experiment, a sample of subscribers were brought
into the
laboratory and asked to carry out a number of tasks involving the use of
three supplementary services. These tasks were carried out using a pushbutton
telephone connected to a simulated telephone exchange. A different group of
subscribers was tested using each of the code schemes. Errors committed
while carrying out the tasks and the time required to complete them were
recorded.
.sp 1P
.RT
.PP
The results of this experiment revealed that there are no large
differences in subscriber performance using the three code schemes. The
experimental results did, however, reveal rather large differences among
tasks. Those tasks that required entry of supplementary information blocks
produced
higher error rates. This suggests that guidance announcements may be required
to help subscribers at each step in complex control procedures. However,
it
should be pointed out that prior to carrying out the tasks only a brief
explanation of the required manipulations was given. It would be
desirable for experienced users to be able to override guidance announcements
by dialling. One particular task, ordering an alarm call, produced quite
high error rates in the entry of the time of day. These errors resulted
from the use of a 24\ hours clock format for entry of this information.
This result suggests that a specific positive recorded announcement with
supplementary information may be required to give the subscriber feedback
on this point.
.LP
.sp 2P
.LP
\fBRecommendation\ E.132\fR
.RT
.sp 2P
.ce 1000
\fBSTANDARDIZATION\ OF\ ELEMENTS\ OF\ CONTROL\ PROCEDURES\fR
.EF '%    Fascicle\ II.2\ \(em\ Rec.\ E.132''
.OF '''Fascicle\ II.2\ \(em\ Rec.\ E.132    %'
.ce 0
.sp 1P
.ce 1000
\fBFOR\ SUPPLEMENTARY\ TELEPHONE\ SERVICES\fR
.ce 0
.sp 1P
.LP
\fB1\fR     \fBGeneral\fR
.sp 1P
.RT
.PP
1.1
CCITT Recommendation E.131 describes, in the form of code
schemes, three subscriber control procedures for
supplementary telephone
services
. In order to avoid undesirable proliferation of different types
of control procedures, it recommends that Administrations wishing to make
supplementary telephone services available to their subscribers should
choose one of the three code schemes.
.sp 9p
.RT
.PP
1.2
Each of the three code schemes requires the subscriber to send
information to the telecommunication system to which he is connected, in
a set format and in response to feedback from the system. Certain component
parts of the information sent to the system, such as the message suffix,
block
separators, tone signals and the like, may be considered to be the necessary
\fIelements\fR involved in the successful operation of
supplementary
services
.
.bp
.PP
1.3
In order to minimize confusion to foreign visitors, and maximize
the benefits that accrue from using elements of known meaning, it is desirable
to standardize the usage of elements of codes schemes whenever possible,
in
particular those elements common to all three code schemes.
.sp 2P
.LP
\fB2\fR     \fBSpecific recommendation\fR
.sp 1P
.RT
.sp 1P
.LP
2.1
    \fIMessage suffix\fR
.sp 9p
.RT
.PP
It is recommended that the element known as \*Q
message
suffix
\*U
.FS
As defined in Recommendation\ E.131, Annex\ A.
.FE
should be
indicated by the symbol \
.FS
As defined in Recommendation\ E.161.
.FE
.
.PP
The function of the element is to enable the subscriber to signal
to the system that he has input all the information he intends to send
at that time.
.PP
This Recommendation does not prohibit the use of the square symbol for
other purposes.
.RT
.sp 1P
.LP
2.2
    \fISupplementary information\fR
.sp 9p
.RT
.PP
For various services it is required that the subscriber sends
supplementary information to the telephone exchange for the performance of a
control operation. The interpretation of the contents of the supplementary
information blocks \*Qyear\*U, \*Qmonth\*U, \*Qday\*U and \*Qtime\*U are
specified below. This information can be used in various services, such
as alarm call service, do not disturb service, absent subscriber service,
agenda service.
.PP
The sequence of the information blocks within a control procedure is not
yet specified.
.RT
.sp 1P
.LP
2.2.1
    \fIYear information block\fR
.sp 9p
.RT
.PP
It is recommended to accept 2\ or 4\ digits as valid input for the
year information block.
.PP
If 2\ digits are keyed in, this should be interpreted as a year within
the next 100\ years.
.RT
.sp 1P
.LP
2.2.2
    \fIMonth information block\fR
.sp 9p
.RT
.PP
It is recommended to accept\ 1 through\ 12 and 01 through\ 12 as valid   input.
.PP
If no year information block is specified, the month is to be
interpreted as the month within the next 12\ months.
.RT
.sp 1P
.LP
2.2.3
    \fIDay information block\fR
.sp 9p
.RT
.PP
It is recommended to accept\ 1 through\ 28, 29, 30 or\ 31 and\ 01
through\ 28, 29, 30 or\ 31 as valid input.
.PP
If no month information block is specified, the day information block
is to be interpreted as the first day within the next 31\ days.
.RT
.sp 1P
.LP
2.2.4
    \fITime information block\fR
.sp 9p
.RT
.PP
Either the 24\ hours or 12\ hours clock format may be used. The
information block may contain\ 1, 2, 3\ or 4\ digits. To indicate \fIa.m.\fR
or \fIp.m.\fR in the 12\ hours format an extra digit may be used. If\ 1
or\ 2 digits are keyed in, the information is interpreted as hours with
zero minutes.
.PP
One single zero, two zeros and a leading zero are accepted as valid
input; the number\ 24 and higher is not accepted.
.PP
If\ 3 or\ 4 digits are keyed in, the last two digits are interpreted as
minutes. The last two digits may not be\ 60 or higher. Leading zeros are
accepted.
.PP
When neither month nor day is specified in another information block,
the time is interpreted as a time within the next 24\ hours.
.RT
.LP
.sp 1
.bp
.sp 2P
.LP
\fBRecommendation\ E.133\fR
.RT
.sp 2P
.sp 1P
.ce 1000
\fBOPERATING\ PROCEDURES\ FOR\ CARDPHONES\fR
.EF '%    Fascicle\ II.2\ \(em\ Rec.\ E.133''
.OF '''Fascicle\ II.2\ \(em\ Rec.\ E.133    %'
.ce 0
.sp 1P
.LP
\fB1\fR     \fBPreamble\fR
.sp 1P
.RT
.PP
Cardphones
are payphones that accept cards as a means of
payment. Many Administrations have deployed cardphones that accept a variety
of card types and technologies. (For further definition of CCITT\(hyrecommended
credit card types, see Recommendation\ E.118 on the automated international
telephone credit card system.) Cardphones provide an attractive alternative
to users through added convenience and payment options. The service also
provides benefits to Administrations both economic and operational.
.PP
Prolifertation of cardphone terminals and technologies may result in a
multiplicity of customer operating procedures. The purpose of this
Recommendation is to offer guidelines that will:
.RT
.LP
    1)
    facilitate customer convenience,
.LP
    2)
    ensure ease of use through a common sequence,
.LP
    3)
    standardize operating procedures to aid Administrations
achieve lower equipment costs and customer instruction costs,
.LP
    4)
    increase revenues for Administrations.
.sp 2P
.LP
\fB2\fR     \fBOperating sequence\fR
.sp 1P
.RT
.PP
This section defines the sequence of actions in setting up a call using
a cardphone. Under each step there may be further points of
recommendation or preference, or additional comments.
.RT
.sp 1P
.LP
2.1
    \fIStep 1: lift handset\fR \v'3p'
.sp 9p
.RT
.LP
    Comment:
.LP
     For a loud speaking telephone, step 1 is the action equivalent to going
off\(hyhook.
.sp 1P
.LP
2.2
    \fIStep 2: await signal to pay\fR \v'3p'
.sp 9p
.RT
.LP
    Preferred:
.LP
    It is preferred to have the dial tone precede payment, but
acceptable for it to follow Step\ 3.
.LP
    Comment:
.LP
    The signal may be the dial tone, some other signal or both,
e.g.\ display announcement.
.sp 1P
.LP
2.3
    \fIStep 3: present means of payment\fR \v'3p'
.sp 9p
.RT
.LP
    Recommended:
.LP
    If a cardphone also allows payment by coins, initial payment
should be in Step\ 3.
.LP
     When a prepaid card is used the remaining value of the card should be
displayed before use.
.LP
     When a card is successfully read and is verified as satisfactory, the
customer should be given confirmation.
.LP
    When a card is determined to be invalid, the user should be so
informed, e.g.\ tone, display or announcement.
.bp
.LP
     If further information, such as a personal identification number (PIN),
is required, it should follow after the card is read.
.LP
    Comment:
.LP
     A card may or may not be retained by the terminal during some or all
of a call set\(hyup and connection.
.LP
     The procedure for dealing with an apparently invalid card is not within
CCITT areas of responsibility.
.sp 1P
.LP
2.4
    \fIStep 4: dial number\fR \v'3p'
.sp 9p
.RT
.LP
    Recommended:
.LP
    After verification, the required number can be dialled.
.LP
    If the terminal has a display, it should not display the PIN or
other personal access digits.
.LP
    Preferred:
.LP
    Step 4 may precede Step 3, but the order given here is
preferred.
.sp 1P
.LP
2.5
    \fIStep 5: conversation or failure of call attempt\fR \v'3p'
.sp 9p
.RT
.LP
    Recommended:
.LP
    If the card is about to expire, the customer should be given a
warning (e.g.\ tone, display) and reasonable time (minimum 10\ seconds)
to either terminate the call or to insert an appropriate means of payment.
.sp 1P
.LP
2.6
    \fIStep 6: termination\fR \v'3p'
.sp 9p
.RT
.LP
    Recommended:
.LP
    Replacing the handset terminates the call.
.LP
    Comment:
.LP
     Where technically possible, when a credit card is used, the call value
or cost could be displayed.
.LP
    If the cardphone has a \*Qnext call\*U feature, its operation
terminates a current call without the need to present a means of payment
again. The remaining value of a prepaid card should be displayed.
.sp 1P
.LP
2.7
    \fIStep 7:\fR
\fIretrieval of card\fR \v'3p'
.sp 9p
.RT
.LP
    Recommended:
.LP
    If a card is retained by a terminal during a call, the terminal
should automatically eject the card when the handset is replaced. In the
case of special equipment, going on\(hyhook is the equivalent step.
.LP
    Preferred:
.LP
     If a card leaves the user's hand during the payment procedure, a method
of reminding the user to remove the card should be provided.
.LP
    Comment:
.LP
     A prepaid card should carry some indication of the remaining value on
the card itself.
.LP
     \fINote\fR \ \(em\ A tabular summary and an SDL description of the procedure
are
contained in Annex\ A. The SDL diagram is provided as reference for further
study and is not a complete description of the operating procedures. For
example, differences in the status found in the tabular summary, i.e.\
under the headings \*QRecommended\*U, \*QPreferred\*U and \*QComment\*U,
are not stated in the SDL
diagram.
.sp 2P
.LP
\fB3\fR     \fBGlossary of terms\fR
.sp 1P
.RT
.PP
\fBprepaid card\fR
.PP
A card carrying a set amount of unit or monetary value that can be
used for telephone purposes. The card is decremented based on use and can be
either thrown away or re\(hyvalued, depending on the technological attributes
of the card.
.bp
.RT
.ce 1000
ANNEX\ A
.ce 0
.sp 1P
.ce 1000
(to Recommendation E.133)
.sp 9p
.RT
.ce 0
.sp 1P
.ce 1000
\fBHuman factors cardphone operating procedures\fR
.sp 1P
.RT
.ce 0
.ce 1000
\fBtabular summary\fR
.ce 0
.ce
\fBH.T. [1T1.133]\fR
.ps 9
.vs 11
.nr VS 11
.nr PS 9
.TS
center box;
cw(18p) | cw(42p) | cw(42p) | cw(42p) | cw(42p) | cw(42p) .
Steps    User action    User options    System reaction    System options    Status
_
.T&
cw(18p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) .
1    Lift handset     {
With loud speaking telephone, going off hook is equivalent
 }            Comment
_
.T&
cw(18p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) .
2    Await signal to pay         {
Dial tone should precede payment
 }        Preferred
.T&
cw(18p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) .
                This step may follow step\ 3    Comment
.T&
cw(18p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) .
                 {
Signal may be dial tone, display or other
 }    Comment
_
.T&
cw(18p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) .
3    Present means of payment     {
If used as coin phone, payment should be made at this step
 }            Recommended
.T&
cw(18p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) .
             {
Remaining value of prepaid card should be displayed to the customer
 }        Recommended
.T&
cw(18p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) .
             {
Customer should be given confirmation of successful card read
 }        Recommended
.T&
cw(18p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) .
                 {
If PIN is required it should be input after the card is read
 }    Recommended
.T&
cw(18p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) .
                 {
Card may or may not be retained during part or all of call
 }    Comment
.T&
cw(18p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) .
                 {
Reaction to invalid card handling procedures is up to
Administrations
 }    Comment
_
.T&
cw(18p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) .
4    Dial number             {
If PIN or personal access digits are required, they should not be
displayed
 }    Recommended
.T&
cw(18p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) .
                 {
Step 4 may precede step\ 3 but the order given here is preferred (e.g.
restricted use cards)
 }    Preferred
_
.TE
.nr PS 9
.RT
.ad r
\fBTableau A\(hy1/E.133 [1T1.133], p.29\fR
.sp 1P
.RT
.ad b
.RT
.LP
.bp
.ce
\fBH.T. [2T1.133]\fR
.ps 9
.vs 11
.nr VS 11
.nr PS 9
.TS
center box;
cw(18p) | cw(42p) | cw(42p) | cw(42p) | cw(42p) | cw(42p) .
Steps    User action    User options    System reaction    System options    Status
_
.T&
cw(18p) | lw(42p) | cw(42p) | cw(42p) | cw(42p) | cw(42p) .
5     {
Conversation or failure of call attempt
 }
.T&
cw(18p) | lw(42p) | lw(42p) | lw(42p) | cw(42p) | lw(42p) .
         {
Customer should be given an opportunity to prolong the call
 }     {
The system should give a warning and options in case of expiring means of payment
 }        Recommended
_
.T&
cw(18p) | lw(42p) | lw(42p) | lw(42p) | cw(42p) | lw(42p) .
6    Termination         {
Replaced handset terminates call
 }        Recommended
.T&
cw(18p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) .
         {
Customer may be given the option of a next call feature
 }         {
Next call feature allows for sequence calling without presenting means of payment again
 }    Comment
.T&
cw(18p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) .
             {
The value remaining on the prepaid card should be displayed
 }        Recommended
.T&
cw(18p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) .
             {
Customer could be shown value or cost of credit card call
 }        Comment
_
.T&
cw(18p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) .
7    Retrieval of card         {
If card is retained, terminal should automatically eject card at call
completion
 }        Recommended
.T&
cw(18p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) .
             {
Customer should be reminded if card not removed from terminal at call
completion
 }        Preferred
.T&
cw(18p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) | lw(42p) .
             {
A prepaid card should carry some indication of the remaining value on the card itself
 }        Comment
_
.TE
.nr PS 9
.RT
.ad r
\fBTableau A\(hy1/E.133 [2T1.133], p.\fR
.sp 1P
.RT
.ad b
.RT
.LP
.sp 6
.bp
.LP
.rs
.sp 47P
.ad r
\fBFigure\ A\(hy1/E.133, p.\fR
.sp 1P
.RT
.ad b
.RT
.LP
.bp