Considerations for Information Services and Operator Services Using SIP
1999
Information Services are services whereby information is provided in
response to user requests, and may include involvement of a human or
automated agent. A popular existing Information Service is Directory
Assistance (DA). Moving ahead, Information Services providers envision
exciting multimedia services that support simultaneous voice and data
interactions with full operator backup at any time during the call.
Information Services providers are planning to migrate to SIP based
platforms, which will enable such advanced services, while continuing
to support traditional DA services. Operator Services are traditional
PSTN services which often involve providing human or automated
assistance to a caller, and often require the specialized capabilities
traditionally provided by an operator services switch. Market and/or
regulatory factors in some jurisdictions dictate that some subset of
Operator Services continue to be provided going forward. This document
aims to identify how Operator and Information Services can be
implemented using existing or currently proposed SIP mechanisms, to
identity existing protocol gaps, and to provide a set of Best Current
Practices to facilitate interoperability. For Operator Services, the
intention is to describe how current operator services can continue to
be provided to PSTN based subscribers via a SIP based operator
services architecture. It also looks at how current operator services
might be provided to SIP based subscribers via such an architecture,
but does not consider the larger question of the need for or
usefulness or suitability of each of these services for SIP based
subscribers. This document addresses the needs of current Operator and
Information Services providers; as such, the intended audience
includes vendors of equipment and services to such providers.
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