ISO/IEC 13714:1995

Overview

ISO/IEC 13714:1995 - "Information technology - User interface to telephone-based services - Voice messaging applications" - defines a consistent, implementation‑independent user interface for voice messaging systems. Published in 1995, the standard targets DTMF (dual‑tone multi‑frequency) telephone interfaces and covers core applications such as call answering, voice mail, voice bulletin boards and voice message delivery. Its goal is predictable, learnable interaction that works for callers from all telephone types and for subscribers managing stored voice data.

Key topics and technical requirements

• DTMF-based interaction model: The standard is built around DTMF input (keys 0–9, * and #) and audio prompts; it recognizes the limitations of audio output and short‑term memory in telephone UIs.
• User/system model and menus: Defines menu structures (control menu, main/listen/send menus) and expected behaviors for common tasks like recording, playback and mailbox access.
• Mandatory interface elements: Two requirements apply across contexts - use of ## as an input delimiter and universal access to the control menu (invoked with *).
• Conformance classifications: Features are categorized as mandatory/reserved, optional/reserved, or optional/not reserved, clarifying required and optional behaviors for conforming systems.
• Dialog and timing guidelines: Includes guidance on time‑outs, system response times, and use of #/* keys (Annex A provides dialogue design guidelines).
• Reusability: Annex B summarizes features applicable beyond voice messaging to other interactive voice response (IVR) services.

Practical applications and users

ISO/IEC 13714 is valuable for:

• Telephony product managers and system architects designing voice mail and automated call‑answering systems.
• IVR/voice UX designers who need standardized dialog flows and key allocations for usability and accessibility.
• Telecom vendors and software developers implementing DTMF interfaces to ensure interoperability and predictable behavior.
• Service operators and integrators who deploy multi‑vendor environments and want consistent caller/subscriber experience.

Business benefits:

• Faster user learning and higher satisfaction
• Easier cross‑system use (users with mailboxes on multiple systems)
• Better interoperability and reduced support costs

Related standards

• CCITT Volume VI, Recommendation Q.23 (DTMF telephone features)
• ITU‑T Recommendation E.161 (arrangement of digits, letters and symbols on telephones)
• ISO/IEC JTC 1/SC 18 work on document processing and related communications

Keywords: ISO/IEC 13714:1995, voice messaging systems, DTMF interface, telephone-based services, voice mail, call answering, IVR user interface.