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Work item:
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Y.CHA-RE
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Subject/title:
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Requirement of converged hotline application in smart communities
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Status:
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Under study
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Approval process:
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AAP
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Type of work item:
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Recommendation
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Version:
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New
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Equivalent number:
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-
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Timing:
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2027-Q4 (Medium priority)
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Liaison:
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ITU-T SG2, SG11, SG21
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Supporting members:
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China Unicom; ETRI; BUPT; CICT; ZTE Corporation
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Summary:
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Traditional hotline applications (HA) serves as a key link between organizations and the public (citizens in smart communities), acting as fundamental channels for smart community services. They support essential functions such as community healthcare, education, and property management through manual voice consultation, complaint handling, and follow-up communication. However, traditional HAs are built on siloed architectures, where each functional module operates independently and supports only a single service. For example, telephone calls are handled solely by telephone module, without coordination from other service components. This lack of integration limits service collaboration and makes it difficult to meet the growing demand for high-quality, responsive public services.
The converged hotline application (CHA) integrates traditional HAs functions—such as phone calls and instant messaging—with advanced AI-based technologies including logical reasoning engines, intention recognition, and long-term data storage. It enables intelligent applications like voice navigation and real-time session transfer. CHA introduces core capabilities such as multi-task management (awareness, initiation, orchestration, and execution of hotline tasks) and multi-media service processing (handling voice, messaging, and other media types). These capabilities significantly enhance the performance and responsiveness of community hotline services, ultimately improving the quality of life for residents. This new draft Recommendation defines the requirement for CHA, outlining its characteristics, requirements. The goal is to improve the efficiency scalability, and quality of customer services in smart communities.
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Comment:
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-
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Reference(s):
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Historic references:
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Contact(s):
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| ITU-T A.5 justification(s): |
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First registration in the WP:
2025-10-03 17:17:33
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Last update:
2025-10-03 17:22:30
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