{"id":287035,"date":"2024-10-19T19:27:05","date_gmt":"2024-10-19T19:27:05","guid":{"rendered":"https:\/\/pdfstandards.shop\/product\/uncategorized\/bs-en-iso-9241-1542013\/"},"modified":"2024-10-25T16:20:43","modified_gmt":"2024-10-25T16:20:43","slug":"bs-en-iso-9241-1542013","status":"publish","type":"product","link":"https:\/\/pdfstandards.shop\/product\/publishers\/bsi\/bs-en-iso-9241-1542013\/","title":{"rendered":"BS EN ISO 9241-154:2013"},"content":{"rendered":"

This part of ISO 9241 gives guidance on, and requirements for, the user interface design of interactive voice response (IVR) applications. It covers both IVR systems that employ touchtone input and those using automated speech recognition (ASR) as the input mechanism. It is equally applicable to cases in which the caller or the IVR system itself (e.g. in some telemarketing applications) initiates the call.<\/p>\n

This part of ISO 9241 is intended to be used together with ISO\/IEC 13714.<\/p>\n

\n

NOTE Its scope is thus more general than that of ISO\/IEC 13714, which is specific to voice messaging systems.<\/p>\n<\/blockquote>\n

PDF Catalog<\/h4>\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
PDF Pages<\/th>\nPDF Title<\/th>\n<\/tr>\n
7<\/td>\nForeword <\/td>\n<\/tr>\n
9<\/td>\nIntroduction <\/td>\n<\/tr>\n
10<\/td>\nFigure fig_1 <\/td>\n<\/tr>\n
11<\/td>\nSection sec_1
Section sec_2
Section sec_3
1\tScope
2\tNormative references
3\tTerms and definitions <\/td>\n<\/tr>\n
17<\/td>\nSection sec_4
4\tConformance <\/td>\n<\/tr>\n
18<\/td>\nSection sec_5
Section sec_6
Section sec_6.1
Section sec_6.2
Section sec_6.3
Section sec_6.4
5\tVoice messaging systems
6\tInformation input
6.1\tGeneral
6.2\tInforming text telephone users of acceptable input types
6.3\tNon-duplication of information input
6.4\tUsing system information to improve efficiency <\/td>\n<\/tr>\n
19<\/td>\nSection sec_6.5
Section sec_7
Section sec_7.1
Section sec_7.2
Section sec_7.3
Section sec_7.4
6.5\tChanging information that has been entered
7\tSpeech input
7.1\tVocabulary choices for speech-enabled IVRs
7.2\tPhonetically distinct vocabulary in speech-enabled IVR\u00a0applications
7.3\tState-specific grammar
7.4\tSynonyms in grammars <\/td>\n<\/tr>\n
20<\/td>\nSection sec_7.5
Section sec_7.6
Section sec_7.6.1
Section sec_7.6.2
Section sec_7.6.3
Section sec_7.7
Section sec_7.8
7.5\tUse of dynamic grammars
7.6\tEnrolment
7.7\tEnd-pointing and turn-taking
7.8\tHandling time-outs for speech input <\/td>\n<\/tr>\n
21<\/td>\nSection sec_7.9
Section sec_8
Section sec_8.1
Section sec_8.2
Section sec_8.3
Section sec_8.4
Section sec_8.5
7.9\tSpeech IVRs with touchtone
8\tTouchtone input
8.1\tIndicating touchtone capability
8.2\tKey assignment for delimiters
8.3\tPound (\u201c#\u201d) key in fixed length data entry
8.4\tHandling time-outs for variable length touchtone input
8.5\tKey assignments for affirmative and negative responses <\/td>\n<\/tr>\n
22<\/td>\nSection sec_8.6
Section sec_8.7
Section sec_9
Section sec_9.1
Section sec_9.1.1
Section sec_9.1.2
Section sec_9.1.3
Section sec_9.1.4
8.6\tKey assignment for the human \u201chelp\u201d function
8.7\tMinimization of caller key presses
9\tInformation output
9.1\tGeneral provisions for prompts and announcements <\/td>\n<\/tr>\n
23<\/td>\nSection sec_9.1.5
Section sec_9.1.6
Section sec_9.1.7
Section sec_9.1.8
Section sec_9.1.9
Section sec_9.1.10 <\/td>\n<\/tr>\n
24<\/td>\nSection sec_9.1.11
Section sec_9.1.12
Section sec_9.1.13
Section sec_9.1.14
Section sec_9.1.15 <\/td>\n<\/tr>\n
25<\/td>\nSection sec_9.1.16
Section sec_9.2
Section sec_9.2.1
Section sec_9.2.2
Section sec_9.2.3
Section sec_9.2.4
9.2\tConstruction of prompts and announcements <\/td>\n<\/tr>\n
26<\/td>\nSection sec_9.2.5
Section sec_9.2.6
Section sec_9.2.7
Section sec_9.2.8
Section sec_9.2.9
Section sec_9.2.10 <\/td>\n<\/tr>\n
27<\/td>\nSection sec_9.2.11
Section sec_9.2.12
Section sec_9.2.13
Section sec_9.2.14
Section sec_9.2.14.1
Section sec_9.2.14.2
Section sec_9.2.14.3 <\/td>\n<\/tr>\n
28<\/td>\nSection sec_9.2.14.4
Section sec_9.2.14.5
Section sec_9.2.14.6
Section sec_9.2.14.7
Section sec_9.2.14.8
Section sec_9.2.14.9 <\/td>\n<\/tr>\n
29<\/td>\nSection sec_9.2.15
Section sec_9.2.16
Section sec_9.2.17
Section sec_9.2.18
Section sec_10
Section sec_10.1
Section sec_10.2
10\tNavigation
10.1\tSkip-forward function
10.2\tDial-through and talk-through <\/td>\n<\/tr>\n
30<\/td>\nSection sec_10.3
Section sec_10.4
Section sec_10.5
Section sec_10.6
Section sec_11
Section sec_11.1
Section sec_11.2
10.3\tDial-ahead and talk-ahead
10.4\tGlobal commands
10.5\tBarge-in as a default
10.6\tRestricting barge-in
11\tHelp
11.1\tContext-sensitive help
11.2\tCaller-selectable help <\/td>\n<\/tr>\n
31<\/td>\nSection sec_11.3
Section sec_11.4
Section sec_11.5
Section sec_12
Section sec_12.1
Section sec_12.2
Section sec_12.3
11.3\tReferencing help in initial prompt
11.4\tHelp commands
11.5\tSystem-initiated help
12\tAccess to human representatives
12.1\tGeneral
12.2\tEqual access
12.3\tPrompting access <\/td>\n<\/tr>\n
32<\/td>\nSection sec_12.4
Section sec_12.4.1
Section sec_12.4.2
Section sec_12.5
Section sec_12.6
12.4\tInitiating transfer
12.5\tDelays in access
12.6\tAssistance from human representatives <\/td>\n<\/tr>\n
33<\/td>\nSection sec_12.7
Section sec_13
Section sec_13.1
Section sec_13.2
Section sec_13.3
Section sec_13.4
Section sec_13.5
12.7\tHuman help not available
13\tFeedback
13.1\tGeneral
13.2\tFeedback to caller input
13.3\tFeedback following selection of unavailable options
13.4\tSystem response time
13.5\tAppropriate context for feedback messages <\/td>\n<\/tr>\n
34<\/td>\nSection sec_13.6
Section sec_13.7
Section sec_13.7.1
Section sec_13.7.2
Section sec_13.7.3
Section sec_13.7.4
Section sec_13.7.5
Section sec_13.7.5.1
13.6\tLandmarks
13.7\tConfirmation dialogues <\/td>\n<\/tr>\n
35<\/td>\nSection sec_13.7.5.2
Section sec_13.7.5.3
Section sec_13.7.6
Section sec_13.7.7
Section sec_13.7.8
Section sec_13.7.9
Section sec_13.8
13.8\tIntelligent use of confirmation rejections <\/td>\n<\/tr>\n
36<\/td>\nSection sec_13.9
Section sec_13.10
Section sec_13.11
Section sec_14
Section sec_14.1
Section sec_14.2
13.9\tAdditional feedback in delay situations
13.10\tManaging extended hold situations
13.11\tSuggesting that the caller call back
14\tErrors
14.1\tGeneral
14.2\tUnavailability of service <\/td>\n<\/tr>\n
37<\/td>\nSection sec_14.3
Section sec_14.4
Section sec_14.5
Section sec_14.6
Section sec_14.7
Section sec_14.8
14.3\tInput prompt repetitions
14.4\tError message content
14.5\tTwo consecutive input entry errors in touchtone-based IVRs
14.6\tTwo or more consecutive input entry errors in speech-enabled IVRs
14.7\tHandling of numerous errors
14.8\tAvoiding pejorative wording in error messages <\/td>\n<\/tr>\n
38<\/td>\nSection sec_14.9
Section sec_14.10
Section sec_14.11
Section sec_14.12
Section sec_14.13
Section sec_14.14
Section sec_14.15
Section sec_14.16
14.9\tCritical messages
14.10\tError recovery
14.11\tDisconnection messages
14.12\tExiting due to exceeding error limit
14.13\tReferencing help
14.14\tError prompt wording
14.15\tCueing the caller about desired speech input
14.16\tConversational repair <\/td>\n<\/tr>\n
39<\/td>\nSection sec_14.17
Section sec_14.18
14.17\tHandling too much speech input
14.18\tMentioning touchtone options for speech IVRs <\/td>\n<\/tr>\n
40<\/td>\nAnnex sec_A
Table tab_A.1
Annex\u00a0A
\n(informative)<\/p>\n

Overview of the ISO\u00a09241 series <\/td>\n<\/tr>\n

41<\/td>\nAnnex sec_B
Annex sec_B.1
Annex sec_B.2
Annex sec_B.2.1
Table tab_B.1
Annex\u00a0B
\n(informative)<\/p>\n

The role of speech recognition errors in IVR design <\/td>\n<\/tr>\n

42<\/td>\nAnnex sec_B.2.2
Annex sec_B.2.3
Annex sec_B.2.4
Annex sec_B.2.5
Annex sec_B.2.6
Annex sec_B.2.7
Annex sec_B.2.8
Annex sec_B.2.9 <\/td>\n<\/tr>\n
43<\/td>\nAnnex sec_B.3 <\/td>\n<\/tr>\n
44<\/td>\nReference ref_1
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Bibliography <\/td>\n<\/tr>\n
45<\/td>\nReference ref_20
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Reference ref_36 <\/td>\n<\/tr>\n<\/table>\n","protected":false},"excerpt":{"rendered":"

Ergonomics of human-system interaction – Interactive voice response (IVR) applications<\/b><\/p>\n\n\n\n\n
Published By<\/td>\nPublication Date<\/td>\nNumber of Pages<\/td>\n<\/tr>\n
BSI<\/b><\/a><\/td>\n2013<\/td>\n48<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n","protected":false},"featured_media":287042,"template":"","meta":{"rank_math_lock_modified_date":false,"ep_exclude_from_search":false},"product_cat":[2641],"product_tag":[],"class_list":{"0":"post-287035","1":"product","2":"type-product","3":"status-publish","4":"has-post-thumbnail","6":"product_cat-bsi","8":"first","9":"instock","10":"sold-individually","11":"shipping-taxable","12":"purchasable","13":"product-type-simple"},"_links":{"self":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product\/287035","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product"}],"about":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/types\/product"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/media\/287042"}],"wp:attachment":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/media?parent=287035"}],"wp:term":[{"taxonomy":"product_cat","embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product_cat?post=287035"},{"taxonomy":"product_tag","embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product_tag?post=287035"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}