OpenScape 4000 CSTA V7 Connectivity Adapter - CSTA III, Part 2, Version 4.1. Developer s Guide A31003-G9310-I D1

Transcription

1 OpenSape 4000 CSTA V7 Connetivity Adapter - CSTA III, Part 2, Version 4.1 Developer s Guide A31003-G9310-I

2 Our Quality and Environmental Management Systems are implemented aording to the requirements of the ISO9001 and ISO14001 standards and are ertified by an external ertifiation ompany. Copyright Unify GmbH & Co. KG 04/2014 Hofmannstr. 51, Munih/Germany All rights reserved. Referene No.: A31003-G9310-I The information provided in this doument ontains merely general desriptions or harateristis of performane whih in ase of atual use do not always apply as desribed or whih may hange as a result of further development of the produts. An obligation to provide the respetive harateristis shall only exist if expressly agreed in the terms of ontrat. Availability and tehnial speifiations are subjet to hange without notie. Unify, OpenSape, OpenStage and HiPath are registered trademarks of Unify GmbH & Co. KG. All other ompany, brand, produt and servie names are trademarks or registered trademarks of their respetive holders. unify.om

3 CSTA3CallSenariosShortivz.fm OpenSape 4000 CSTA V7 OpenSape 4000 CSTA V7 X Connetivity Adapter CSTA III, Part 2 Developer s Guide Brief Overview 5.1 Sope 5.2 Referenes 5.3 Definitions and Abbreviations 5.4 Call Origination Senarios 5.5 Answering Call Senarios 5.6 Connetion Termination Senarios 5.7 External outgoing alls 5.8 External inoming alls 5.9 Forwarding Call Senarios 5.10 Multiple Forwarding Senarios 5.11 Call Movement Senarios 5.12 Hold/Retrieving Senarios 5.13 Consultation Call Senarios 5.14 Transfer Call Senarios 5.15 Conferene Call Senarios 5.16 Call Completion Senarios 5.17 Distribution Call Senarios 5.18 Reall Senarios 5.19 OpenSape Speifi Features Detailed Table of Content A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 1

4 CSTA3CallSenariosTOC.fm Content Content 0 Call Senarios Sope Referenes Definitions and Abbreviations Call Origination Senarios Manually dialled all Manually dialled all - alled party is busy Manually dialled all - alled party is OOS (Out Of Servie) Manually dialled all - dialled number is invalid Manually dialled all - inomplete dialling sequene, alling party goes onhook Manually dialled all - inomplete dialling sequene, dialling has timed out Make Call servie Multi Stage dialling Call offered to an appliation Answering Call Senarios Suesful answer all Connetion Termination Senarios Devie disonnets from a all by on-hook Non-SIP Devie disonnets from a all by on-hook SIP Devie disonnets from a all by on-hook Devie disonnets from a all using the Clear Connetion servie (remaining devie goes bloked) External outgoing alls Manual all to a devie outside the CSTA subdomain Manual all to a busy devie outside the CSTA subdomain External outgoing amp-on External inoming alls External inoming all Inoming external all to a busy devie External inoming amp-on Forwarding Call Senarios Call Forward - No Answer Call Forward - No Answer: Forwarding devie and Destination have Offered Mode on; Destination is busy Call Forward - Immediate Call Forward - Immediate - Called Party is OOS (Out Of Servie) Call Forward - Busy Multiple Forwarding Senarios Call Forward Immediate followed by Call Forward No Answer Call Forward No Answer followed by Call Forward Immediate A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 1

5 CSTA3CallSenariosTOC.fm Content Destination is available Destination is not available Call Forward Immediate followed by Call Forward Busy Call Movement Senarios Deflet Call servie Deflet all with ReRouting enabled Manual group pikup Manual direted park all Manual system park Manual system unpark Hold/Retrieving Senarios Hold Call Hold Call, holding devie is a Non-SIP devie Hold Call, holding devie is a SIP devie Retrieve Call Consultation Call Senarios Suessful onsultation Call Consulting party is a Non-SIP devie Consulting party is a SIP devie Consulting out of a onferene Reonnet Call Held Party Releases Consulting devie is a Non-SIP devie Consulting devie is a SIP devie Alternate Call Consulting party is a Non-SIP devie Consulting party is a SIP devie Transfer Call Senarios Sreened Transfer (with loal view in Transferred event) Transferring party is a Non-SIP devie Transferring party is a SIP devie Blind Transfer (with loal view in Transferred event) Transferring devie is a Non-SIP devie Transferring devie is a SIP devie Transfer to a busy station (with loal view in Transferred event) Single Step Transfer (with loal view in Transferred event) Single Step Transfer between network interfae devies (with loal view in Transferred event) Single Step Call Transfer, Phone Mail transfers Single Step Transfer to destination with all forward immediate handled in the swithing subdomain ( is internal analogue or digital devie) Single Step Transfer attempt to busy destination with offered mode ativated Conferene Call Senarios Conferene (with loal view in Conferened event) A31003-G9310-I , 04/ OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide

6 CSTA3CallSenariosTOC.fm Content Conferene master is a Non-SIP devie Conferene master is a SIP devie Call Completion Senarios Call Bak Call Related Manual Camp On Call Distribution Call Senarios Automati Call Distribution Senarios Automati Call Distribution Overview External ACD Call ompleted to agent Internal ACD all ompleted to Phone Mail agent External all overflowed to another RCG Make Preditive Call Make Preditive Call - to external free devie Make Preditive Call - to external busy devie Route Servies Route Request Senario Re-Route Request Senario Route End Request Senario Rejet Call Senario Hunting Groups (HG) General desription HG Suessful Group Call (Multiple Alerting with Parallel Ringing) Internal all to HG, Hunt Advane Call is queued at HG Call is routed to overflow-destination Transfer Ringing into HG Pik from HG-member General Attendant (GA) General desription GA Internal all to GA2Q Internal all to GAMQ Overflow from one GA to another GA Interept without parallel all to GA2Q Interept with parallel all to GA2Q Interept with parallel all to GAMQ Interept with parallel all, all is routed to another GA after timeout Trunk-to-trunk supervision Night-Servie: General Night Station answers Night-Servie: ZVFEXT Interept on a transit node Call forwarded (CFNA) to Attendant, Multiple alerting, providing Diverted event to alling side is enabled Reall Senarios Softhold Reall A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 3

7 CSTA3CallSenariosTOC.fm Content Transfer Reall Transfer with Restrited Connetion Conferene Reall Park Timer expires Park Reall Timer Expires Hard Hold Reall OpenSape Speifi Features Route Optimization Override Netwide override goes onhook after the override hits lear after the override Silent Monitor The agent goes onhook and afterwards the original aller alls the agent again Transfer Before ALERT Keyset Call ( Multiline devie all ) Making Calls in an Exeutive-Seretary team ( CheSe feature ) General Remarks Suessful basi all - all to Exeutive Suessful basi all - Representative is ativated Unsuessful basi all - Seretary is busy Unsuessful basi all - Exeutive is busy Camp on Exeutive - Seretary is busy Camp on Exeutive - Exeutive is busy Single Step Call Transfer with Await Connet Basi suessful SSCT all with Await Connet Unsuessful basi SSCT all with Await Connet SSCT all with Await Connet, Camp On SSCT all with Await Connet, Pik Up Conept of presentation indiator for devies in CSTA events The old onept of presentation indiator ( normal ) Basi Internal Call with presentation restrited devies (CSTA III) Blind Transfer Conferene Initiation by Conferene Master with presentation restrited devies Blind Transfer with presentation restrited devies (CSTA III) Conferene with presentation restrited devies (CSTA III) Presentation restrited is ignored Presentation indiator represented by Private Data Illustration of the new onept: Basi all with presentation restrited devies Blind Transfer with presentation restrited devies A31003-G9310-I , 04/ OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide

8 CSTA3CallSenariosTOC.fm Content Conferene with presentation restrited devies Affeted events Remarks Multiple alls Configuration of presentation indiator Configure the presentation indiator by AMO Configure the presentation indiator via OptiSet menu Connet and Reonnet Timeslot Esape Servies Connet Timeslot Esape Servie Reonnet Timeslot Esape Servie Index Z-1 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5

9 CSTA3CallSenariosTOC.fm Content A31003-G9310-I , 04/ OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide

10 CSTA3CallSenariosHistory.fm History of Change History of Change Version Date Changes Author initial draft Layout adaption by doumentation enter Janowiz release version Kerndler revised M. Bardehle minor hanges by development A. Horvath Presentation restrited onept L. Czeh No funtional, only formal (e.g. produt version L. Czeh number) hanges New hapter: : Basi Internal Call with presentation restrited devies (CSTA3) P. Hegedüs DigitsDialled event in all affeted senarios Call Forwarding senarios Zs.Ronkay New allsenario: Deflet Call servie - P. Hegedüs deflet all from RCG Call Linkage Data in all senarios and Modifiations in Hold Call allsenario: different P. Hegedüs event ause and permitted servies in ase of keysets SIP and new name of produt K. Hideghethy Siemens name replaement K. Hideghethy Rebranding to Unify G. Foeldi V7 features ECMA onform handling of leaving multiple alerting senarios (provide ause multialert for ConnetionCleared when group devie leaves the all Nagy, Andrea The hange bars in this doument marks hanges in the ontents ompared to the version: not appliable A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 7

11 Sope.fm Call Senarios Sope 5 Call Senarios 5.1 Sope This hapter ontains the most ommon all senarios of the OpenSape 4000 in OpenSape 4000 CSTA V1. A all senario is the series of steps that make up a telephony ativity. A all senario desribes the ations ourring among all parties involved in a all, in sequene. Eah senario inludes a textual desription and an illustration. Illustrations use the same key as desribed within ECMA-269. For eah senario, message sequenes are listed for all devie type monitored devies. All devies have devie type monitors set with no events masked. The olumns in eah senario represent the following: The Ativity olumn inludes a brief desription of the telephony ativity. The ativity an either be initiated by a servie invoation or manually. The Monitored Devie(s) olumns list events generated for the speified devie type monitor or a servie request and servie response. The Comments olumn desribes additional information on the ativity. The monitorcrossrefid parameter in events is not shown. DevieIDs are illustrated by Dn and ConnetionIDs in the from DnCn. Table 5-1 DevieID Dn Monitorable Devies Desription Digital Telepone unless otherwise stated. ( Attendant Console, Analog Telephone ) Rn Route Control Group ( RCG ) Gn General Attendant ( GA ) Hn Hunt Group ( HG ) Nn Network Interfae Devie ( NID ) An Attendant Console All Devie IDs are within the same swithing sub-domain unless otherwise indiated or stated. Any exeption omments are made in the final olumn Comments. We followed ECMA TR/82 as muh as possible to make it easier for the appliation developer to ompare the implementation of OpenSape 4000 with the ECMA diretive. The doument onentrates on the hosen CSTA implementation options and the differenes from the ECMA diretive. A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-1

12 Sope.fm Call Senarios Referenes Overview of the main setions: The first 14 setions have the following struture: Setion 5.4, Call Origination Senarios Setion 5.5, Answering Call Senarios Setion 5.6, Connetion Termination Senarios Setion 5.7, External outgoing alls Setion 5.8, External inoming alls Setion 5.9, Forwarding Call Senarios Setion 5.10, Multiple Forwarding Senarios Setion 5.11, Call Movement Senarios Setion 5.12, Hold/Retrieving Senarios Setion 5.13, Consultation Call Senarios Setion 5.14, Transfer Call Senarios Setion 5.15, Conferene Call Senarios Setion 5.16, Call Completion Senarios Setion 5.17, Distribution Call Senarios The ECMA-269 standard gives relative freedom to the implementation of realls.the below setion desribes the interpretation of the OpenSape Setion 5.18, Reall Senarios The last setion desribes OpenSape 4000 features, that are either not desribed by ECMA 269 or they are not CSTA III standard ompliant. Setion 5.19, OpenSape Speifi Features 5.2 Referenes ECMA-269 Servies for Computer Supported Teleommuniations Appliations (CSTA) Phase III, 4th edition (De 2011) ECMA-285 Protool for Computer Supported Teleommuniations Appliations (CSTA) Phase III, 2nd edition (De 2011) A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-2

13 Sope.fm Call Senarios Definitions and Abbreviations ECMA TR/72 Glossary of definitions and terminology for Computer Supported Teleommuniations Appliations (CSTA) Phase III, 3rd edition (June 2009) ECMA TR/82 Senarios for Computer Supported Teleommuniation Appliations (CSTA) Phase III, (June 2009) 5.3 Definitions and Abbreviations The definitions and abbreviations used in this Tehnial Report are defined in ECMA TR/72. A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-3

14 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Call Origination Senarios Manually dialled all This senario illustrates a all originated through manual devie ativity. (alling) before senario Ativity Monitored Devie Monitored Devie Comments 1. goes off-hook. Servie Initiated initiatedconnetion initiatingdevie loalconnetioninfo ause serviespermitted initiated normal ClearConn, DialDgt 2. ompletes dialling. Digits Dialled Number of is: 1234 diallingconnetion diallingdevie diallingsequene 1234 loalconnetioninfo ause serviespermitted Originated originatedconnetion allingdevie alleddevie loalconnetioninfo ause serviespermitted (alled) initiated normal none onneted normal ClearConn Table 5-2 Manually dialled all (page 1 of 2) after senario Call Senarios Call Origination Senarios BasiCallSenarios.fm

15 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-5 Ativity Monitored Devie Monitored Devie Comments 3. starts ringing. Delivered Delivered Remark: onnetion onnetion alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo alert ause normal ause normal serviespermitted CallBak, ClearConn, serviespermitted AnswerCall, ClearConn, Deflet, 4. answers the all. Established Established establishedconnetion establishedconnetion answeringdevie answeringdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, Table 5-2 Manually dialled all (page 2 of 2) The omplete dialled digits sequene is provided in the Originated event. Digit Dialled events are never generated for manual ativity. A more speifi event ause in the Servie Initiated event annot be provided Manually dialled all - alled party is busy serviespermitted This senario illustrates a all senario where a all is made to a busy party. ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, Call Senarios Call Origination Senarios BasiCallSenarios.fm

16 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-6 (alling) before senario Ativity Monitored Devie Monitored Devie Comments 1. goes off-hook. Servie Initiated initiatedconnetion initiatingdevie loalconnetioninfo ause serviespermitted (busy) initiated normal ClearConn, DialDgt after senario 2. ompletes dialling. Digits Dialled Number of is: diallingconnetion 1234 diallingdevie diallingsequene 1234 loalconnetioninfo initiated ause normal serviespermitted none Originated originatedconnetion allingdevie alleddevie lastrediretiondevie NS loalconnetioninfo onneted ause normal serviespermitted ClearConn 3. is busy. The all an not Failed Failed This illustrates be ompleted. hears failedconnetion failedconnetion onnetion failures busy tone. that report the Failed failingdevie failingdevie event for all devies allingdevie allingdevie involved with the all alleddevie alleddevie and that will provide lastrediretiondevie NS lastrediretiondevie NS a omplete loalconnetioninfo onneted loalconnetioninfo fail onnetionid for the ause busy ause busy failed onnetion. serviespermitted ClearConn serviespermitted none Table 5-3 Unsuessful basi all - alled party is busy (page 1 of 2) n Call Senarios Call Origination Senarios BasiCallSenarios.fm

17 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-7 Ativity Monitored Devie Monitored Devie Comments 4. The busy onnetion is Connetion Cleared Connetion Cleared leared immediately. droppedconnetion droppedconnetion releasingdevie releasingdevie loalconnetioninfo onneted loalconnetioninfo null ause normalclr ause normalclr serviespermitted ClearConn serviespermitted none Table 5-3 Unsuessful basi all - alled party is busy (page 2 of 2) Remark: The protool onverter of the swithing funtion will immediately send a Connetion Cleared event after a onnetion goes into the busy failed state. This does not neessarily mean, that the onnetion physially goes to idle. The omplete dialled digits sequene is provided in the Originated event. Digit Dialled events are never generated for manual ativity Manually dialled all - alled party is OOS (Out Of Servie) This senario illustrates a all senario where a all is made to an party, whih is out of servie. (alling) before senario Ativity Monitored Devie Monitored Devie Comments 1. goes offhook Servie Initiated initiatedconnetion initiatingdevie loalconnetioninfo ause (busy) serviespermitted initiated normal ClearConn, DialDgt n after senario n Call Senarios Call Origination Senarios BasiCallSenarios.fm

18 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-8 Ativity Monitored Devie Monitored Devie Comments 2. ompletes dialling s Digits Dialled Number of is: 1234 number diallingconnetion diallingdevie diallingsequene 1234 loalconnetioninfo initiated ause normal serviespermitted none Originated originatedconnetion allingdevie alleddevie lastrediretiondevie loalconnetinfo onneted ause normal serviespermitted ClearConn 3. Called party is Out of Failed Failed Servie failedconnetion failedconnetion failingdevie failingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo fail ause destinationoutoforder ause destinationoutoforder serviespermitted ClearConn serviespermitted none Connetion Cleared droppedconnetion releasingdevie loalconnetioninfo ause serviespermitted 4. goes onhook Connetion Cleared Remark: none droppedconnetion releasingdevie loalconnetioninfo ause serviespermitted onneted normalclr ClearConn null normalclr none Connetion Cleared doppedconnetion releasingdevie loalconnetioninfo ause serviespermitted null normalclr none Call Senarios Call Origination Senarios BasiCallSenarios.fm

19 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Manually dialled all - dialled number is invalid This senario illustrates a manually dialled all to an invalid destination. Devie is atually an invalid number. before senario Ativity Monitored Devie Monitored Devie Comments 1. Devie goes offhook. Servie Initiated initiatedconnetion initiatingdevie loalconnetioninfo ause serviespermitted Table 5-4 Dialled number invaild (page 1 of 2) initiated normal ClearConn, DialDigits after Failed event (alling) f (alled) Call Senarios Call Origination Senarios BasiCallSenarios.fm

20 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-10 Ativity Monitored Devie Monitored Devie Comments 2. Sine dialled an invalid Digits Dialled number, it beomes bloked. diallingconnetion diallingdevie diallingsequene 9999 loalconnetioninfo initiated ause normal serviespermitted none Failed failedconnetion failingdevie allingdevie alleddevie NK lastrediretiondevie NS loalconnetioninfo fail ause normal serviespermitted ClearConn 3. Devie lears its failed all. Connetion Cleared droppedconnetion releasingdevie loalconnetioninfo null ause normalclr serviespermitted none Table 5-4 Dialled number invaild (page 2 of 2) Remark: None dials it is an invalid number The swithing funtion does not provide the Originated event in this ase. immidiately beomes failed. Call Senarios Call Origination Senarios BasiCallSenarios.fm

21 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Manually dialled all - inomplete dialling sequene, alling party goes onhook This senario illustrates a manually dialled inomplete all. A starts a all to B. Before dialling the whole number A goes onhook. before senario Ativity Monitored Devie Monitored Devie Comments 1. goes offhook Servie Initiated initiatedconnetion initiatingdevie loalconnetioninfo ause initiated normal serviespermitted ClearConn, DialDgt 2. does not omplete Digits Dialled Number of is: 1234 dialling s number diallingconnetion ( 1234 ) diallingdevie diallingsequene 123 loalconnetioninfo initiated ause normal serviespermitted none 3. goes onhook Connetion Cleared droppedconnetion releasingdevie loalconnetioninfo ause serviespermitted null normal none after Failed event (alling) (alled) n (alled) Call Senarios Call Origination Senarios BasiCallSenarios.fm

22 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Manually dialled all - inomplete dialling sequene, dialling has timed out A starts a all to B. Dialling has timed out.. Ativity Monitored Devie Monitored Devie Comments 1. goes offhook Servie Initiated 2. does not omplete dialling s number ( 1234 ) before senario initiatedconnetion initiatingdevie loalconnetioninfo ause initiated normal after Failed event (alling) (alled) n (alled) serviespermitted ClearConn, DialDgt Digits Dialled Number of is: 1234 diallingconnetion diallingdevie diallingsequene 123 loalconnetioninfo initiated ause normal serviespermitted none Call Senarios Call Origination Senarios BasiCallSenarios.fm

23 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-13 Ativity Monitored Devie Monitored Devie Comments 3. dialling has timed out Failed Make Call servie This senario illustrates a suessful Make Call from devie to devie. In this senario both devies are available and valid, devie is permitted to make the all and the all is answered by devie. (alling) failedconnetion failingdevie allingdevie alleddevie lastrediretiondevie loalconnetioninfo ause serviespermitted Connetion Cleared droppedconnetion releasingdevie loalconnetioninfo ause before senario serviespermitted (alled) NK NS fail normal ClearConn null normal none after senario Call Senarios Call Origination Senarios BasiCallSenarios.fm

24 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-14 Ativity Monitored Devie Monitored Devie Comments 1. Make all is invoked on. Make Call Request The Make Call servie allingdevieid speifies that devie should be prompted to go alleddiretorynumber devieid off-hook. autoanswer prompt 2. Aknowledgement Make Call Response onnetionid 3. Indiation that the servie initiated from this devie Senario proeeds as shown in Manually dialled all on page 5-4 Table 5-5 Remark: None Servie Initiated initiatedconnetion initiatingdevie loalconnetioninfo ause serviespermitted Multi Stage dialling initiated MakeCall Answer, ClearConn, DialDgt, The MakeCall ause indiates that the devie is being prompted (via ringing, for example) to go off-hook. This senario illustrates the use of the Dial Digits servie to omplete dialling a all that was established via a Make Call servie. In this senario both devies are available and valid, devie is permitted to make the all and the all is answered by devie ( 3160 ). (alling) Make all servie before senario (alled) after senario Call Senarios Call Origination Senarios BasiCallSenarios.fm

25 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-15 Ativity Monitored Devie Monitored Devie Comments 1. Make all is invoked on. Make Call Request The Make Call servie a allingdevieid partial alleddiretorynumber 31; dialling string that inludes devieid the first part of the number of ( 31 ) and the autoanswer prompt partial dialling indiator ( ; ). 2. Aknowledgement Make Call Response onnetionid 3. goes off-hook. The event Servie Initiated The MakeCall ause indiates indiates that the servie initiatedconnetion that the devie is being initiated from this devie initiatingdevie prompted (via ringing, for example) to go off-hook. loalconnetioninfo initiated ause Make Call serviespermitted Answer, ClearConn, DialDgt, 4. The event indiates that Digits dialled A ; harater indiates that partial dialling is used. diallingconnetion there is an inomplete dialling diallingdevie string. diallingsequene 31; loalconnetioninfo initiated ause normal serviespermitted none 5. Dial Digits is invoked on. Dial Digits Request A ; is not provided in the onnetiontobedialled dialling string sine there are diallingsequene 60 no more digits to be dialled. 6. Aknowledgement Dial Digits Response 7. The dialling sequene is Originated Note, that the last Digit ompleted and is originatedconnetion Dialled event is missing. onneted in the all. allingdevie The swithing funtion provides only the Originated alleddevie event as an idiator of the lastrediretiondevie NS finished dialling sequene. loalconnetioninfo onneted ause normal is the alled devie. It serviespermitted ClearConn, ontains the digits 3160 in this senario. Senario proeeds as shown in Manually dialled all on page 5-4 Table 5-6 Multi Stage Dialling Call Senarios Call Origination Senarios BasiCallSenarios.fm

26 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-16 Remark: None Call offered to an appliation This senario illustrates a all offered to an appliation. Building up the all till Originated an happen either manually or via Make Call Servie. Please refer to the previous tables. Offer is supported on monitored digital devies and requires speial onfiguration. Providing Offered event to a alling devie is optional. (alling) before senario (alled) Ativity Monitored Devie Monitored Devie Comments 1. goes offhook Servie Initiated initiatedconnetion initiatingdevie loalconnetioninfo ause serviespermitted Table 5-7 Call offered (page 1 of 3) initiated normal ClearConn, DialDgt after senario Call Senarios Call Origination Senarios BasiCallSenarios.fm

27 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-17 Ativity Monitored Devie Monitored Devie Comments 2. ompletes dialling Digits Dialled Number of is: 1234 diallingconnetion diallingdevie diallingsequene 1234 loalconnetioninfo ause serviespermitted Originated originatedconnetion allingdevie alleddevie loalconnetioninfo ause serviespermitted 3. Call is offered to Offered offeredconnetion offereddevie allingdevie alleddevie lastrediretiondevie loalconnetioninfo ause serviespermitted initiated normal none onneted normal ClearConn NS onnetd normal ClearConn Offered offeredconnetion offereddevie allingdevie alleddevie lastrediretiondevie loalconnetioninfo ause serviespermitted 4. Appliation aepts the all Aept Cal lrequest alltobeaepted 5. Aknowledged Aept Call Response 6. starts ringing. Delivered Delivered onnetion onnetion alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo alert ause normal ause normal serviespermitted Table 5-7 Call offered (page 2 of 3) CallBak, ClearConn, serviespermitted NS alerting normal AeptCall, ClearConn, Deflet AnswerCall, ClearConn, Deflet, Providing Offered for alling side is optional Call Senarios Call Origination Senarios BasiCallSenarios.fm

28 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-18 Ativity Monitored Devie Monitored Devie Comments 7. answers the all. Established Established Table 5-7 Call offered (page 3 of 3) establishedconnetion establishedconnetion answeringdevie answeringdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, Note: Providing Offered event also on the alling side is onfigurable. Call Senarios Call Origination Senarios BasiCallSenarios.fm

29 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Answering Call Senarios Suesful answer all This lause illustrates how alls are answered by CSTA servies. (alling) See Manually dialled all on page 5-4 for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Comments 1. Answer all servie is Answer Call Request invoked on. all to answer all ID 2. Aknowledgement Answer Call Response 3. answers the all. Established Established establishedconnetion establishedconnetion answeringdevie answeringdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, Table 5-8 Remark: before servie Answer Call servie The manual ase is similar to the desribed event flow. a (alled) after servie Call Senarios Answering Call Senarios BasiCallSenarios.fm

30 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Connetion Termination Senarios Devie disonnets from a all by on-hook Non-SIP Devie disonnets from a all by on-hook In this senario devie is manually put on-hook to release itself from the all. The remaining devie goes bloked, until the devie goes on-hook. (releasing) before senario after senario See Suesful answer all on page 5-19 for the event flow to get into the before senario state. Ativity Monitored Devie Monitored Devie Comments 1. goes on-hook. Connetion Cleared Connetion Cleared droppedconnetion droppedconnetion releasingdevie releasingdevie loalconnetioninfo null loalconnetioninfo onneted ause normalclr ause normalclr serviespermitted none serviespermitted ClearConn Table 5-9 Non-SIP Devie disonnets from a all by on-hook(page 1 of 2) Call Senarios Connetion Termination Senarios BasiCallSenarios.fm

31 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-21 Ativity Monitored Devie Monitored Devie Comments 2. As a result of the far end Failed disonnet, the remaining failedconnetion onnetion goes failingdevie bloked. allingdevie alleddevie lastrediretiondevie NS loalconnetioninfo fail ause bloked serviespermitted ClearConn 3. The remaining devie goes onhook. Connetion Cleared droppedconnetion releasingdevie loalconnetioninfo null ause normalclr serviespermitted none Table 5-9 Non-SIP Devie disonnets from a all by on-hook(page 2 of 2) Remark: None SIP Devie disonnets from a all by on-hook In this senario devie (SIP) is manually put on-hook to release itself from the all. Both devies go bloked, until the devies go on-hook. (releasing) before senario after senario See Suesful answer all on page 5-19 for the event flow to get into the before senario state. Call Senarios Connetion Termination Senarios BasiCallSenarios.fm

32 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-22 Ativity Monitored Devie Monitored Devie Comments 1. goes on-hook. Failed Connetion Cleared failedconnetion droppedconnetion failingdevie releasingdevie allingdevie loalconnetioninfo onneted alleddevie ause normalclr lastrediretiondevie NS loalconnetioninfo fail ause bloked serviespermitted ClearConn(from HP4k serviespermitted ClearConn V6 only!) 2. As a result of the far end Connetion Cleared Failed disonnet, the remaining droppedconnetion failedconnetion onnetion goes releasingdevie failingdevie bloked. loalconnetioninfo null allingdevie ause normalclr alleddevie serviespermitted none lastrediretiondevie NS loalconnetioninfo fail ause bloked serviespermitted ClearConn 3. The remaining devie goes onhook. Connetion Cleared droppedconnetion releasingdevie loalconnetioninfo null ause normalclr serviespermitted none Table 5-10 Remark: None SIP Devie disonnets from a all by on-hook Devie disonnets from a all using the Clear Connetion servie (remaining devie goes bloked) The Clear Connetion servie is used to disonnet devie from the all. After the servie is invoked both devies go into bloked state. Call Senarios Connetion Termination Senarios BasiCallSenarios.fm

33 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-23 See Suesful answer all on page 5-19 for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Comments 1. A Clear Connetion servie ClearConnetionRequest is invoked. onnetiontobecleared 2. Aknowledgement. ClearConnetionResult Response 3. goes bloked. Failed Failed This illustrates failedconnetion failedconnetion onnetion failures failingdevie failingdevie that report the Failed event for all devies allingdevie allingdevie involved with the all alleddevie alleddevie and that will provide lastrediretiondevie NS lastrediretiondevie NS a omplete loalconnetioninfo fail loalconnetioninfo fail onnetionid for the ause bloked ause bloked failed onnetion. serviespermitted ClearConn serviespermitted ClearConn Senario proeeds as shown in Devie disonnets from a all by on-hook on page 5-20 Table 5-11 Remark: before senario Devie disonnets by using the Clear Connetion servie The onnetion, on whih the Connetion Cleared servie was initiated, first goes to failed state. This behaviour is different from the related senario of ECMA TR/ External outgoing alls after senario Devies outside the CSTA sub-domain an not be diretly monitored, network interfae devies (NID) (e.g., trunk interfae), at as proxies for those devies. Depending upon the type of signalling supported by the network, there may be a redued level of event reporting after a Network Reahed event and possibly no additional devie feedbak exept onnetion learing for trunks without Answer Supervision. Call Senarios External outgoing alls BasiCallSenarios.fm

34 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-24 For external outgoing alls the assoiatedcalleddevie is a mandatory parameter. It speifies the Network Interfae Devie assoiated with the alled devie. Remark: If the IP Diret Aess ( IPDA ) feature is used with broken IP onnetion, as the Survivebility Path onsists of normal network interfae devies, the all between the Aess Point and the entral OpenSape swith will be reported as an external all Manual all to a devie outside the CSTA subdomain This senario illustrates a manual external outgoing all. Sine devie is loated outside the CSTA sub-domain, it an not be diretly monitored through this CSTA interfae and therefore no events will be seen for that devie. However, devie N2, whih is a network interfae devie (NID) (e.g., trunk interfae), ats as a proxy for devie. This senario desribes the behaviour of a network interfae devie with network information. (alling) before senario Ativity Monitored Devie Monitored Devie N2 Comments 1. goes offhook. Servie Initiated initiatedconnetion initiatingdevie loalconnetioninfo ause serviespermitted initiated normal ClearConn, DialDgt Table 5-12 External outgoing all (page 1 of 3) N2 (alled) after senario N2 Call Senarios External outgoing alls BasiCallSenarios.fm

35 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-25 Ativity Monitored Devie Monitored Devie N2 Comments 2. ompletes dialling s Digits Dialled s number is 1234 number diallingconnetion diallingdevie diallingsequene 1234 loalconnetioninfo initiated ause normal serviespermitted none 3. is onneted to the all. Originated originatedconnetion allingdevie alleddevie lastrediretiondevie NS loalconnetioninfo onneted ause normal serviespermitted ClearConn 4. The all leaves the CSTA Network Reahed Network Reahed subdomain. outbound onnetion N2 outbound onnetion N2 NID devie N2 NID devie N2 allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted CallBak, ClearConn, serviespermitted Deflet, ClearConn, 5. Devie is alerted. Delivered Delivered The ause of NetworkSignal onnetion N2 onnetion N2 indiates that the event is due to ativity at the devie loated alertingdevie alertingdevie outside of the CSTA swithing allingdevie allingdevie sub-domain (), not the NID alleddevie alleddevie (N2). lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo onneted ause networksignal ause networksignal assocalled N2 assocalled N2 serviespermitted CallBak, ClearConn, Table 5-12 External outgoing all (page 2 of 3) serviespermitted Deflet, ClearConn, Call Senarios External outgoing alls BasiCallSenarios.fm

36 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-26 Ativity Monitored Devie Monitored Devie N2 Comments 6. Devie answers the all. Established Established Network information is reeived establishedconnetion N2 establishedconnetion N2 from the network (this depends upon the type of signalling answeringdevie answeringdevie supported by the network). allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo onneted ause networksignal ause networksignal assocalled N2 assocalled N2 serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, serviespermitted ClearConn, Table 5-12 External outgoing all (page 3 of 3) Remark: The swithing funtion provides the same event flow in the servie initiated and in the manual ase as well. It was modelled after the external outgoing Make Call servie of ECMA TR/82. When Devie is not monitored and Devie has a all forward ativated, then CA4000 will not be able to provide Devie as the originally alled devie. The originally alled devie will be the destination of the all forwarding Manual all to a busy devie outside the CSTA subdomain This senario illustrates a manual external outgoing all to a busy devie. Sine devie is loated outside the CSTA sub-domain, it an not be diretly monitored through this CSTA interfae and therefore no events will be seen for that devie. However, devie N2, whih is a network interfae devie (NID) (e.g., trunk interfae), ats as a proxy for devie. This senario desribes the behaviour of a network interfae devie with network information. Call Senarios External outgoing alls BasiCallSenarios.fm

37 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-27 (alling) Ativity Monitored Devie Monitored Devie N2 Comments Steps 1-3 are shown in Manual all to a devie outside the CSTA subdomain on page is busy. The all an not be ompleted. hears busy tone. 5. The busy onnetion is leared immediately. Table 5-13 Remark: before senario N2 (network devie) (alled busy) Failed Failed failedconnetion N2 failedconnetion N2 failingdevie failingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo fail ause busy ause busy assocalled N2 assocalled N2 serviespermitted ClearConn serviespermitted none Connetion Cleared Connetion Cleared droppedconnetion N2 droppedconnetion N2 releasingdevie N2 releasingdevie N2 loalconnetioninfo onneted loalconnetioninfo null ause normalclr ause normalclr serviespermitted ClearConn serviespermitted none External outgoing all to a busy devie after senario The protool onverter of the swithing funtion will immediately send a Connetion Cleared event after a onnetion goes into the busy failed state. This does not neessarily mean, that the onnetion physially goes to idle. n N2 Call Senarios External outgoing alls BasiCallSenarios.fm

38 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-28 Possible event auses: Event Cause Desription Assoiated Features Busy The all failed after it enountered a busy or Connetion Failure unavailable devie. Destination Out of Order The all failed beause it enountered a Connetion Failure destination out of servie. Do Not Disturb The all failed beause it enountered a Do Not Disturb, Call Forwarding devie that has the do not disturb feature set. Invalid Number Format The all failed beause the dialled number Connetion Failure is inorret. Network Congestion The all failed beause it enountered a Connetion Failure ongested network. In some irumstanes, this event ause indiates that the user is listening to a speial signal tone from a network. The tone may be aompanied by a voied statement similar to All iruits are busy... Network Signal The all failed beause it enountered a External Calls problem after it left the swithing subdomain. Number Unalloated The all failed beause the alled number is not alloated to a subsriber. Connetion Failure Table 5-14 Event auses External outgoing amp-on This senario illustrates an automati amp-on to a busy devie. Call Senarios External outgoing alls BasiCallSenarios.fm

39 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-29 Sine devie is loated outside the CSTA sub-domain, it an not be diretly monitored through this CSTA interfae and therefore no events will be seen for that devie. However, devie N2, whih is a network interfae devie (NID) (e.g., trunk interfae), ats as a proxy for devie. This senario desribes the behaviour of a network interfae devie with network information. (alling) See Manual all to a busy devie outside the CSTA subdomain on page 5-26 for the event flow to get into the before senario state. Ativity Monitored Devie Monitored Devie N2 Comments 1. The all leaves the CSTA Network Reahed Network Reahed subdomain. outbound onnetion N2 outbound onnetion N2 NID devie N2 NID devie N2 allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted CallBak, ClearConn, serviespermitted Deflet, ClearConn, 2. Devie hears ringbak, and the all queues to at the other end. Table 5-15 before senario n N2 (network devie) Delivered Delivered The swithing funtion provides onnetion N2 onnetion N2 Delivered event. It means that an alertingdevie alertingdevie appliation at the outgoing side will not be able to differentiate allingdevie allingdevie the amp on all from a basi alleddevie alleddevie all. lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo onneted ause networksignal ause networksignal assocalled N2 assocalled N2 serviespermitted CallBak, ClearConn, serviespermitted Deflet, ClearConn, External outgoing amp-on (alled busy) after senario N2 Call Senarios External outgoing alls BasiCallSenarios.fm

40 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-30 Remark: None 5.8 External inoming alls Devies outside the CSTA sub-domain an not be diretly monitored, network interfae devies (NID) (e.g., trunk interfae), at as proxies for those devies. Depending upon the type of signalling supported by the network, the following information an be present : networkcallingdevie: It speifies the ANI number if it is provided by the network. Otherwise it is not present. allingdevie: It speifies the ANI number if it is provided by the network. Otherwise it is not known ( NK ). networkcalleddevie: It speifies the DNIS number if it is provided by the network. Otherwise it is not present. This information element will be only present in ase of a DNIS trunk. alleddevie: It speifies an internal format of the DNIS number if it is provided by the network. Otherwise it is not known ( NK ). assocalleddevie: It speifies an internal format of the DNIS number, that is different from the alleddevie, if it is provided by the network. Otherwise it is not present. For external inoming alls the assoiatedcallingdevie is a mandatory parameter. It speifies the Network Interfae Devie assoiated with the alling devie if the all is inoming. Remark: If the IP Diret Aess ( IPDA ) feature is used with broken IP onnetion, as the Survivebility Path onsists of normal network interfae devies, the all between the Aess Point and the entral OpenSape swith will be reported as an external all External inoming all This senario illustrates a manual external inoming all. Sine devie is loated outside this CSTA sub-domain, it an not be diretly monitored through this CSTA interfae and therefore no events will be seen for that devie. However, devie N1, whih is a network interfae devie (NID) (e.g., trunk interfae), ats as a proxy for devie. Call Senarios External inoming alls BasiCallSenarios.fm

41 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-31 This senario desribes the behaviour of a typial non-dnis network interfae devie with ANI network information. (alling) before senario N1 (network devie) (alled) Ativity Monitored Devie N1 Monitored Devie Comments 1. Indiates an inoming all Servie Initiated from N1. initiatedconnetion N1 initiatingdevie N1 loalconnetioninfo initiated ause normal assocalling N1 serviespermitted ClearConn 2. The NID has onneted to the all. Originated originatedconnetion N1 allingdevie alleddevie lastrediretiondevie NS loalconnetioninfo onneted ause normal assocalling N1 networkcalling serviespermitted ClearConn Table 5-16 External inoming all (page 1 of 2) after senario N1 a Call Senarios External inoming alls BasiCallSenarios.fm

42 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-32 Ativity Monitored Devie N1 Monitored Devie Comments 3. Devie is available and Delivered Delivered starts ringing. onnetion onnetion alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS orignid onnid N1 orignid onnid N1 loalconnetioninfo onneted loalconnetioninfo alert ause normal ause normal assocalling N1 assocalling N1 networkcalling networkcalling serviespermitted ClearConn, serviespermitted Answer, ClearConn, Deflet, Table 5-16 External inoming all (page 2 of 2) Remark: None Inoming external all to a busy devie This senario illustrates a manual external inoming all to a busy devie. Sine devie is loated outside this CSTA sub-domain, it an not be diretly monitored through this CSTA interfae and therefore no events will be seen for that devie. However, devie N1, whih is a network interfae devie (NID) (e.g., trunk interfae), ats as a proxy for devie. This senario desribes the behaviour of a typial non-dnis network interfae devie with ANI network information. (alling) before senario N1 (busy) after senario N1 n Call Senarios External inoming alls BasiCallSenarios.fm

43 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-33 Ativity Monitored Devie N1 Monitored Devie Comments Steps 1-2 are shown in External inoming all on page is busy. The all an not be ompleted. hears busy tone. 4. The busy onnetion is leared immediately. Table 5-17 Remark: Failed Failed failedconnetion failedconnetion failingdevie failingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS orignid onnid N1 orignid onnid N1 loalconnetioninfo onneted loalconnetioninfo fail ause busy ause busy assocalling N1 assocalling N1 networkcalling networkcalling serviespermitted ClearConn serviespermitted none Connetion Cleared Connetion Cleared droppedconnetion droppedconnetion releasingdevie releasingdevie loalconnetioninfo onneted loalconnetioninfo null ause normalclr ause normalclr serviespermitted ClearConn serviespermitted none External inoming all The protool onverter of the swithing funtion will immediately send a Connetion Cleared event after a onnetion goes into the busy failed state. This does not neessarily mean, that the onnetion physially goes to idle. The Network Interfae Devie behaviour differs from the normal extensions in the learing of the busy onnetion, sine the Network Interfae Devie will not be bloked after this situation. It means that no Failed event will be provided. Call Senarios External inoming alls BasiCallSenarios.fm

44 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide External inoming amp-on This senario illustrates an inoming all amp on to a busy devie. The alling devie is loated outside the CSTA sub-domain. This feature queues the all for the busy devie until that devie beomes available. Sine devie is loated outside this CSTA sub-domain, it an not be diretly monitored through this CSTA interfae and therefore no events will be seen for that devie. However, devie N1, whih is a network interfae devie (NID) (e.g., trunk interfae), ats as a proxy for devie. This senario desribes the behaviour of a typial non-dnis network interfae devie with ANI network information. (alling) before senario N1 (busy) Ativity Monitored Devie N1 Monitored Devie Comments 1. Indiates an inoming all Servie Initiated from N1. initiatedconnetion N1C2 initiatingdevie N1 loalconnetioninfo initiated ause normal serviespermitted ClearConn 2. The NID is onneted to the all. Originated originatedconnetion N1C2 allingdevie alleddevie lastrediretiondevie NS loalconnetioninfo onneted ause normal assocalling N1 networkcalling serviespermitted ClearConn Table 5-18 External inoming all (page 1 of 2) after senario N1 C2 a Call Senarios External inoming alls BasiCallSenarios.fm

45 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-35 Ativity Monitored Devie N1 Monitored Devie Comments 3. is busy. The all is Queued Queued At the inoming side the queued at. queuedconnetion C2 queuedconnetion C2 omputing funtion gets the neessary information to queue queue identify the amp on, not like at allingdevie allingdevie the outgoing side. alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo queue ause ampon ause ampon assocalling N1 assocalling N1 networkcalling networkcalling serviespermitted ClearConn, serviespermitted 4. Devie sometime later Connetion Cleared was the previous ative all lears from its ative all. droppedconnetion of and the reason why it releasingdevie was busy. loalconnetioninfo null ause normalclr serviespermitted none 5. Sine is available, the Delivered Delivered all alerts. onnetion C2 onnetion C2 alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS orignid onnid N1C2 orignid onnid N1C2 loalconnetioninfo onneted loalconnetioninfo alert ause reall ause reall assocalling N1 assocalling N1 networkcalling networkcalling serviespermitted ClearConn, serviespermitted Answer, ClearConn, Deflet, Table 5-18 External inoming all (page 2 of 2) Remark: None Call Senarios External inoming alls BasiCallSenarios.fm

46 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Forwarding Call Senarios The bsasi modell of the swithing funtion is to provide the Diverted event only to the devie whih leaves the all, there is an optional possibility to onfigure it to provide Diverted event also for the alling side in all senarios where diversion involved. The loal onnetion info remains the alling devie s atual loal onnetion info (onneted). Servies permitted are not provided in Diverted Call Forward - No Answer This senario illustrates the event flow of a basi all forward no answer. A all omes to a devie whih is set to forward alls to a predefined devie after a speified number of rings / time. (alling) before senario a (alled) (CF destination) after senario See Manually dialled all on page 5-4 for the event flow to get into the before senario state. a Call Senarios Forwarding Call Senarios CallControlSenarios.fm

47 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-37 Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. is alerted for a Diverted Devie is speified number of onnetion the devie rings and then predefined divertingdevie forwards the all to by devie devie. newdestination to Calling forward its alleddevie all. lastrediretiondevie NS loalconnetioninfo null The swithing ause forwardnoanswer funtion serviespermitted none sends the Diverted event only to the divertingd evie. 2. starts ringing. Delivered Delivered onnetion onnetion alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie lastrediretiondevie loalconnetioninfo onneted loalconnetioninfo alert ause forwardnoanswer ause forwardnoanswer serviespermitted CallBak, ClearConn, serviespermitted Answer, ClearConn, Deflet, Table 5-19 Remark: None Call Forward - No Answer Call Senarios Forwarding Call Senarios CallControlSenarios.fm

48 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Call Forward - No Answer: Forwarding devie and Destination have Offered Mode on; Destination is busy This senario illustrates the event flow of a basi all forward no answer. A all omes to a devie whih is set to forward alls to a predefined devie after a speified number of rings / time. Normally this monitoring type requires Divered and Offered events also for alling side. It is onfigurable. (alling) before senario a (alled) (CF destination) after senario See Manually dialled all on page 5-4 for the event flow to get into the before senario state. a Call Senarios Forwarding Call Senarios CallControlSenarios.fm

49 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-39 Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. is alerted for a Diverted (optional) Diverted Devie is speified number of onnetion onnetion the devie rings and then predefined divertingdevie divertingdevie forwards the all to by devie devie. newdestination newdestination to Calling Calling forward its alleddevie alleddevie all. lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo null The swithing ause forwardnoanswer ause forwardnoanswer funtion serviespermitted none serviespermitted none sends the Diverted event only to the divertingd evie. 2. Call is offered to 3. Appliation aepts the all Offered (optional) offeredconnetion offereddevie allingdevie alleddevie lastrediretiondevie loalconnetioninfo ause serviespermitted onneted forwardnoanswer ClearConn Offered offeredconnetion offereddevie allingdevie alleddevie lastrediretiondevie loalconnetioninfo ause serviespermitted Aept Cal lrequest alltobeaepted 4. Aknowledged Aept Call Response Table 5-20 Call Forward - No Answer to Destination with Offered Mode(page 1 of 2) alerting forwardnoanswer AeptCall, ClearConn, Deflet Call Senarios Forwarding Call Senarios CallControlSenarios.fm

50 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-40 Ativity Monitored Devie Monitored Devie Monitored Devie Comments 5. Call fails on Diverted (optional) divertedconnetion divertingdevie newdest allingdevie alleddevie lastrediretiondevie loalconnetioninfo ause serviespermitted 6. starts to alert again Remark: None Delivered deliveredconnetion alertingdevie allingdevie alleddevie lastrediretiondevie loalconnetioninfo ause serviespermitted NS onneted redireted none onneted redireted allbak, learconn Call Forward - Immediate Delivered deliveredconnetion alertingdevie allingdevie alleddevie lastrediretiondevie loalconnetioninfo ause serviespermitted NS alerting redireted answer, learconn, deflet Diverted divertedconnetion divertingdevie newdest allingdevie alleddevie lastrediretiondevie loalconnetioninfo ause serviespermitted Table 5-20 Call Forward - No Answer to Destination with Offered Mode(page 2 of 2) NS null redireted none This senario illustrates the flow for a basi all forward immediate. A all omes to a devie whih is set to forward alls immediately to a predefined devie. Call Senarios Forwarding Call Senarios CallControlSenarios.fm

51 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-41 (alling) See Manually dialled all on page 5-4 for the event flow to get into the before senario state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments Diverted divertingconnetion divertingdevie newdestination allingdevie alleddevie lastrediretiondev loalconnetioninfo ause serviespermitted NS null forwardimm 1. starts ringing. Delivered Delivered Table 5-21 before senario (alled) (CF destination) onnetion onnetion alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie lastrediretiondevie loalconnetioninfo onneted loalconnetioninfo alert ause forwardimmediate ause forwardimmediate serviespermitted CallBak, ClearConn, serviespermitted Answer, ClearConn, Deflet, Call Forward - Immediate none after senario a Call Senarios Forwarding Call Senarios CallControlSenarios.fm

52 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-42 Remark: None Call Forward - Immediate - Called Party is OOS (Out Of Servie) This senario illustrates the flow for a basi all forward immediate. A all omes to a devie whih is out of servie and set to forward alls immediately to a predefined devie. (alling) See Manually dialled all on page 5-4 for the event flow to get into the before senario state. Ativity Monitored Devie Monitored Devie is OOS Monitored Devie Comments 2. Called party is Out of Diverted Servie and has Cf-All divertingconnetion to divertingdevie newdestination allingdevie alleddevie lastrediretiondev NS loalconnetioninfo null ause forwardimm serviespermitted none Table 5-22 before senario (alled) (CF destination) Call Forward Immediate Called Party OutOfServie (OOS) after senario a Call Senarios Forwarding Call Senarios CallControlSenarios.fm

53 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-43 Ativity Monitored Devie Monitored Devie is OOS Monitored Devie Comments 3. starts ringing. Delivered Delivered Table 5-22 Remark: None Call Forward - Busy In ase of a Call forward busy similar event flow will be generated to the Call forward immediate ase. See Call Forward - Immediate on page The only differene is the CSTA event ause whih will be forwardbusy in this ase. Remark: None onnetion onnetion alertingdevie alertingdevie allingdevie allingdevie aleddevie aleddevie lastrediretiondev lastrediretiondev loalconnetioninfo onneted 5.10 Multiple Forwarding Senarios Call Forward Immediate followed by Call Forward No Answer This senario illustrates a multiple forwarding all senario. loalconnetioninfo alert ause forwardimm ause forwardimm serviespermitted CallBak, Clear Conn, SendUI serviespermitted Answer, Clear Conn, Deflet, SendUI Call Forward Immediate Called Party OutOfServie (OOS) Call Senarios Multiple Forwarding Senarios CallControlSenarios.fm

54 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-44 A all omes to a devie whih is set to forward every inoming all to a predefined devie immediately. The destination devie is set to forward alls to another predefined devie after a speified number of rings. See Manually dialled all, on page 5-4 for the event flow to get into the before senario state. Ativity Monitored Devie Monitored Devie Monitored Devie Monitored Devie D4 Comments 1. Devie Diverted has onnetion CF All to divertingdevie. newdestination Calling alleddevie lastrediretiondev NS ie loalconnetioni nfo null ause forwardimm serviespermitted none Table 5-23 (alling) before senario (alled) (CF Imm destination) D4 (CF NA destination) Call Forward Immediate followed by Call Forward No Answer after senario a D4 Call Senarios Multiple Forwarding Senarios CallControlSenarios.fm

55 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-45 Ativity Monitored Devie Monitored Devie Monitored Devie Monitored Devie D4 Comments 2. Delivered Delivered The swithing starts onnetion onnetion funtion ringing. supports the alertingdevie alertingdevie Forwarding is allingdevie allingdevie Triggered alleddevie alleddevie before the lastrediretionde lastrediretionde NK Call is vie NK vie Delivered the loalconnetion loalconnetionin alert Devie CSTA Info modelling onneted fo option. ause forwardimme ause forwardimme That is why diate diate lastrediretio serviespermitted CallBak, serviespermitted Answer,ClearCo ndevie is ClearConn nn, Deflet, always NK in, this ase SendUserI nfo 3. is alerted for a speifie d number of rings then forwards the all to devie D4. Table 5-23 Diverted onnetion divertingdevie newdestination D4 Calling alleddevie lastrediretionde NS vie loalconnetionin null fo ause forwardnoansw er serviespermitted none Call Forward Immediate followed by Call Forward No Answer Devie D4 is the devie predefined by devie to forward its all. The swithing funtion sends the Diverted event only to the diverting Devie Call Senarios Multiple Forwarding Senarios CallControlSenarios.fm

56 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-46 Ativity Monitored Devie Monitored Devie Monitored Devie Monitored Devie D4 Comments 4. D4 Delivered Delivered starts onnetion D4 onnetion D4 ringing. alertingdevie D4 alertingdevie D4 allingdevie allingdevie alleddevie alleddevie lastrediretionde lastrediretionde vie vie Table 5-23 Remark: none loalconnetionin fo ause onneted forwardnoan swer serviespermitted CallBak, ClearConn, SendUserI nfo Call Forward Immediate followed by Call Forward No Answer Call Forward No Answer followed by Call Forward Immediate Destination is available This senario illustrates a multiple forwarding all senario. loalconnetionin fo ause A all omes to a devie whih is set to forward every inoming all to a predefined devie after a speified number of rings. The destination devie is set to forward alls to another predefined devie immediately. D4 is available. alert forwardnoans wer serviespermitted Answer,Clear Conn, Deflet, SendUserIn fo Call Senarios Multiple Forwarding Senarios CallControlSenarios.fm

57 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-47 (alling) See Manually dialled all, on page 5-4 for the event flow to get into the before senario state. Ativity Monitored Devie Monitored Devie Monitored Devir Monitored Devie D4 Comments 1. starts Delivered Delivered ringing. onnetion onnetion alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiond NS lastrediretiond NS evie evie loalconnetion Info onneted loalconnetion Info alert ause normal ause normal serviespermit ted before senario CallBak, ClearConn, SendUserInf o (alled) (CF NA destination) D4 (CF Imm destination) serviespermit ted Answer,Clear Conn, Deflet, SendUserI nfo after senario Table 5-24 Call Forward No Answer followed by Call Forward Immediate (page 1 of 3) a D4 Call Senarios Multiple Forwarding Senarios CallControlSenarios.fm

58 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-48 Ativity Monitored Devie Monitored Devie Monitored Devir Monitored Devie D4 Comments 2. is Diverted alerted for onnetion a speified divertingdevie number of rings then newdestination D4 tryes to reah Calling alleddevie devie. lastrediretiond NS has a evie all loalconnetioni null forwarding nfo ativated to D4. ause forwardimm serviespermit ted none 3. If D4 is Diverted available onnetion then the divertingdevie all will be forwarded newdestination D4 from to Calling D4. alleddevie lastrediretiond NS evie loalconnetioni null nfo ause forwardno Answer serviespermit ted none Table 5-24 Call Forward No Answer followed by Call Forward Immediate (page 2 of 3) The swithing funtion sends the Diverted event only to the divertingdevi e. The swithing funtion sends the Diverted event only to the divertingdevi e. Call Senarios Multiple Forwarding Senarios CallControlSenarios.fm

59 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-49 Ativity Monitored Devie Monitored Devie Monitored Devir Monitored Devie D4 Comments 4. D4 starts Delivered Delivered Beause the ringing. onnetion D4 onnetion D4 Call Forward No Answer alertingdevie D4 alertingdevie D4 happens allingdevie allingdevie after the Call alleddevie alleddevie Forward lastrediretiond D4 lastrediretiondevi D4 Immediate, evie e the loalconnetion loalconnetioni lastredireti Info onneted nfo alert ondevie is. ause serviespermit ted forwardno Answer CallBak, ClearConn, SendUserInf o Remark: Please note that the Call Forward No Answer happens physially after the Call Forward Immediate! Destination is not available A all omes to a devie whih is set to forward every inoming all to a predefined devie after a speified number of rings. The destination devie is set to forward alls to another predefined devie immediately. D4 is not available ause serviespermit ted Table 5-24 Call Forward No Answer followed by Call Forward Immediate (page 3 of 3) forwardnoans wer Answer,ClearC onn, Deflet, SendUserInf o Call Senarios Multiple Forwarding Senarios CallControlSenarios.fm

60 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-50 (alling) before senario See Manually dialled all, on page 5-4 for the event flow to get into the before senario state. Ativity Monitored Devie Monitored Devie Monitored Devir Monitored Devie D4 Comments 1. starts Delivered Delivered ringing. onnetion onnetion alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretionde NS lastrediretiondevi NS vie e loalconnetionin onneted loalconnetioninfo alert fo ause normal ause normal serviespermitted CallBak, ClearCon n, SendUser Info (alled) (CF NA destination) D4 (CF Imm destination) serviespermitted Answer,Clear Conn, Deflet, SendUserIn fo after senario Table 5-25 Call Forward No Answer followed by Call Forward Immediate (page 1 of 2) a D4 Call Senarios Multiple Forwarding Senarios CallControlSenarios.fm

61 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-51 Ativity Monitored Devie Monitored Devie Monitored Devir Monitored Devie D4 Comments 2. Diverted has Call forwards onnetion Forward the all to Immediate divertingdevie D4. ativated to newdestination D4 devie D4. Calling That is why alleddevie newdestina lastrediretion tion is D4. Devie NS loalconnetioninfo null The swithing funtion ause forwardimm sends the serviespermitted none Diverted event only to the divertingde vie. 3. D4 is busy in another all. Table 5-25 Call Forward No Answer followed by Call Forward Immediate (page 2 of 2) Remark: In this ase Devie will ontinue ringing, so the Call Forward No Answer will not be exeuted. After the next timeout the swith tries to reah and D4 again (periodially) until D4 beomes available or answers the all Call Forward Immediate followed by Call Forward Busy This senario illustrates a multiple forwarding all senario. Failed onnetion D4 failingdevie D4 allingdevie alleddevie lastrediretiondevi NS e loalconnetioninfo null ause destinationnot Available serviespermitted none Beause of the Call Forward Immediate from to D4, the lastrediret iondevie is NK. Call Senarios Multiple Forwarding Senarios CallControlSenarios.fm

62 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-52 A all omes to a devie whih is set to forward every inoming all to a predefined devie immediately. The destination devie is set to forward alls to another predefined devie in ase of it is busy in another all. (alling) See Manually dialled all, on page 5-4 for the event flow to get into the before senario state. Ativity Monitored Devie Monitored Devie Monitored Devie Monitored Devie D4 Comments 1. Diverted forward onnetion s the divertingdevie all to. newdestination Calling alleddevie lastrediretion Devie NS loalconnetioninfo null ause forwardimm serviespermitted none Table 5-26 before senario (alled) (CF Imm destination) D4 (CF Bsy destination) Call Forward Immediate followed by Call Forward Busy after senario a D4 Call Senarios Multiple Forwarding Senarios CallControlSenarios.fm

63 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-53 Ativity Monitored Devie Monitored Devie Monitored Devie Monitored Devie D4 Comments 2. Diverted is busy forward onnetion in s the another divertingdevie all to all. D4. newdestination D4 Calling alleddevie lastrediretiondevi e loalconnetioninfo null ause forwardbusy serviespermitted none 3. D4 Delivered Delivered starts onnetion D4 onnetion D4 ringing. alertingdevie D4 alertingdevie D4 allingdevie allingdevie alleddevie alleddevie lastrediretiondevi NK lastrediretiondevie NK e loalconnetioninfo onneted loalconnetioninfo alert ause forwardbusy ause forwardbusy serviespermitted CallBak, ClearConn, SendUserIn fo serviespermitted Answer,Clear Conn, Deflet, SendUserI nfo Table 5-26 Remark: none Call Forward Immediate followed by Call Forward Busy 5.11 Call Movement Senarios This setion inludes examples of moving alls from one devie to another, initiated manually or by CSTA servies Deflet Call servie This senario illustrates how an alerting all is diverted to another destination. Call Senarios Call Movement Senarios CallControlSenarios.fm

64 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-54 (alling) See Manually dialled all on page 5-4 for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Deflet servie is Deflet Call Request invoked on behalf of onnetion to be. defleted: new destination 2. Aknowledgement. Deflet Call Response 3. The event indiates that the all has been diverted from. before senario Table 5-27 Deflet Call servie(page 1 of 2) a (alled) (deflet destination) Diverted onnetion divertingdevie newdestination allingdevie alleddevie lastrediretiondevie loalconnetioninfo ause serviespermitted NS null redireted none after senario a The swithing funtion sends the Diverted event only to the divertingde vie. Call Senarios Call Movement Senarios CallControlSenarios.fm

65 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-55 Ativity Monitored Devie Monitored Devie Monitored Devie Comments 4. starts ringing. Delivered Delivered Remark: None onnetion onnetion alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie lastrediretiondevie loalconnetioninfo onneted loalconnetioninfo alert ause redireted ause redireted serviespermitted CallBak, ClearConn, serviespermitted Answer, ClearConn, Deflet, SendUserIn fo Table 5-27 Deflet Call servie(page 2 of 2) Deflet all with ReRouting enabled This senario illustrates a suessful Deflet Servie when ReRouting is enabled. (transferred) before senario N1 a (transferring) after senario N2 (transferred-to) N2 C2 N1 a Call Senarios Call Movement Senarios CallControlSenarios.fm

66 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-56 Ativity Monitored Devie N1 Monitored Devie Monitored Devie N2 Monitored Devie Comm ents 1. Deflet Deflet Call Request Call onntobedeflet servie is invoked newdestinationdevie on behalf of devie. 2. Aknowle Deflet Call Response dgement. 3. New network Servie Initiated initiatedconnetion N2C2 devie is initiatingdevie N1 seized inoming. loalconnetioninfo initiated ause normal serviespermitted ClearConn 4. N2 is onnete Originated originatedconnetion N2C2 d to the allingdevie all. alleddevie loalconnetioninfo onneted ause normal serviespermitted ClearConn networkcallingdevie assocallingdevie N2 Table 5-28 Deflet all with ReRouting enabled (page 1 of 2) Call Senarios Call Movement Senarios CallControlSenarios.fm

67 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-57 Ativity Monitored Devie N1 Monitored Devie Monitored Devie N2 Monitored Devie Comm ents 5. The all Delivered Delivered alerts at onnetion C2 onnetion C2. alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS orignid N2C2 orignid N2C2 loalconnetioninfo onneted loalconnetioninfo alerting ause normal ause normal 6. The network devie N1 lears from the all. 7. Devie lears also. Remark: When ReRouting is disabled, the all flow will be similar to Deflet Call servie on page In order to disable RE-ROUTING you need to remove the FNAN (RWSN in german) parameter from the COT AMO of the inoming trunk. This parameter enables the re-routing for Call Forward No Answer and Deflet senarios. English AMO version: serviespermitted ClearConn, serviespermitted networkcallingdevie networkcallingdevie assocallingdevie N2 assocallingdevie N2 Connetion Cleared Connetion Cleared droppedconnetion N1 droppedconnetion N1 releasingdevie N1 releasingdevie N1 loalconnetioninfo null loalconnetioninfo alerting ause normalclr ause normalclr serviespermitted none serviespermitted none Connetion Cleared droppedconnetion releasingdevie loalconnetioninfo null ause normalclr serviespermitted none Table 5-28 Deflet all with ReRouting enabled (page 2 of 2) Answer, ClearCo nn, Deflet, SendUs er-info Call Senarios Call Movement Senarios CallControlSenarios.fm

68 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-58 CHA-COT:COTNO=<number>,COTTYPE=COTDEL,PAR=FNAN; German AMO version: AE-COT:COTNU=<number>,COTART=COTWEG,PAR=RWSN; Manual group pikup This senario illustrates a pikup of a all that is alerting at a devie as a member of a pikup group. The all is moved and onneted at the new speified destination. (alling) before senario See Manually dialled all on page 5-4 for the event flow to get into the before senario state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. hits the pikup Diverted The swithing key. onnetion funtion sends the divertingdevie Diverted newdestination event only allingdevie to the alleddevie divertingde lastrediretiondevie NS vie. loalconnetioninfo null ause allpikup serviespermitted none Table 5-29 Manual group pikup(page 1 of 2) a (alled, group member) (answering, group member) after senario Call Senarios Call Movement Senarios CallControlSenarios.fm

69 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-59 Ativity Monitored Devie Monitored Devie Monitored Devie Comments 2. is in onnetion Established Established The swithing with. establishedconnetion establishedconnetion funtion provides answeringdevie answeringdevie lastredire allingdevie allingdevie tiondevie alleddevie alleddevie NS instead lastrediretiondevie NS lastrediretiondevie NS of the loalconnetioninfo onneted loalconnetioninfo onneted proper value. ause CallPikup ause CallPikup serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTone s, SendUserIn fo Table 5-29 Manual group pikup(page 2 of 2) Remark: None Manual direted park all This senario illustrates how a onneted all is parked at another devie. (parking) (parkto) before senario (parked) after senario See Suesful answer all on page 5-19 for the event flow to get into the before senario state. q Call Senarios Call Movement Senarios CallControlSenarios.fm

70 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-60 Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. presses Park Held Held key. Connetion is heldconnetion heldconnetion plaed on hold. holdingdevie holdingdevie loalconnetioninfo held loalconnetioninfo onneted ause onsultation ause onsultation serviespermitted, Reonnet serviespermitted ClearConn, SendUserInf o 2. dials park destination. Servie Initiated initiatedconnetion C2 initiatingdevie loalconnetioninfo initiated ause onsultation serviespermitted ClearConn, DialDgt, Reonnet 3. ompletes dialling Digits Dialled diallingconnetion destination s diallingdevie number ( 1234 ) diallingsequene 1234 loalconnetioninfo initiated ause normal 4. The all has been diverted from. 5. The swithing funtion lears C2. Diverted onnetion divertingdevie newdestination allingdevie alleddevie lastrediretiondevie loalconnetioninfo ause serviespermitted Connetion Cleared droppedconnetion releasingdevie loalconnetioninfo ause serviespermitted NS null park none C2 null normalclr none Table 5-30 Manual direted park (page 1 of 2) The swithing funtion sends the Diverted event only to the divertingde vie. Call Senarios Call Movement Senarios CallControlSenarios.fm

71 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-61 Ativity Monitored Devie Monitored Devie Monitored Devie Comments 6. The all is parked at Queued Queued devie. queuedconnetion queuedconnetion queue queue allingdevie allingdevie alleddevie alleddevie lastrediretiondevie lastrediretiondevie loalconnetioninfo onneted loalconnetioninfo queued ause park ause park serviespermitted ClearConn, serviespermitted Hold, 7. Devie goes bloked. Failed failedconnetion C3 failingdevie allingdevie NK alleddevie NK lastrediretiondevie NS loalconnetioninfo fail ause bloked serviespermitted ClearConn 8. goes on-hook Connetion Cleared droppedconnetion C3 releasingdevie loalconnetioninfo null ause normalclr serviespermitted none Table 5-30 Manual direted park (page 2 of 2) Remark: The swithing funtion does not hange the alling, alled parameters in the event flow. ECMA TR/82 reports hanging alling, alled devies in the related senario Manual system park This senario illustrates plaing an established all on system park. Call Senarios Call Movement Senarios CallControlSenarios.fm

72 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-62 (parking) (parkslot) before senario See Suesful answer all on page 5-19 for the event flow to get into the before senario state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. presses system Diverted none The swithing park. onnetion funtion The all has been sends the divertingdevie diverted from, Diverted and plaed on newdestination NK event only system hold. allingdevie NK to the alleddevie divertingde lastrediretiondevie NS vie. loalconnetioninfo null Proper newdestin ause park atination serviespermitted none parameter annot be provided due to swithing funtion limitation. Table 5-31 Manual system park (page 1 of 2) (parked) q after senario Call Senarios Call Movement Senarios CallControlSenarios.fm

73 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-63 Ativity Monitored Devie Monitored Devie Monitored Devie Comments 2. is parked to a Queued A parkslot parkslot. queuedconnetion devie annot be queue monitored. allingdevie That is why alleddevie no event is lastrediretiondevie NS reported loalconnetioninfo onneted for. ause park serviespermitted ClearConn, Hold, Table 5-31 Manual system park (page 2 of 2) Remark: None Manual system unpark (parking) (parkslot) q before senario (parked) after senario See Manual system park for the event flow to get into the before senario state. Call Senarios Call Movement Senarios CallControlSenarios.fm

74 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-64 Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. hits the park key Established Established again: it invokes establishedconnetion establishedconnetion unpark. answeringdevie answeringdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo onneted ause park ause park serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, SendUserInf o 5.12 Hold/Retrieving Senarios This setion inludes examples of suessful Hold and Retrieve Call senarios Hold Call Hold Call, holding devie is a Non-SIP devie This senario illustrates the suessful use of a Hold Call servie. The servie plaes an existing onnetion on hardhold. is anate (analog telephone). Call Senarios Hold/Retrieving Senarios CallControlSenarios.fm

75 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-65 (holding) See Suesful answer all on page 5-19 for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Comments 1. Hold Call servie is invoked Hold Call Request on behalf of. onntobeheld 2. Aknowledgement. Hold Call Response 3. Connetion plaed on hold. Held Held heldconnetion heldconnetion holdingdevie holdingdevie loalconnetioninfo held loalconnetioninfo onneted ause onsultation ause onsultation serviespermitted serviespermitted ClearConn, 4. stays offhook. Servie Initiated initiatedconnetion C2 initiatingdevie loalconnetioninfo initiated ause onsultation serviespermitted ClearConn, DialDgt, Reonnet Table 5-32 Remark: before servie Hold Call The manual ase is similar to the desribed event flow. (held) h i after servie C2 Call Senarios Hold/Retrieving Senarios CallControlSenarios.fm

76 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Hold Call, holding devie is a SIP devie This senario illustrates the suessful use of a Hold Call servie. The servie plaes an existing onnetion on hardhold. is a SIP devie. (holding) See Suesful answer all on page 5-19 for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Comments 1. Hold Call servie is invoked Hold Call Request on behalf of. onntobeheld 2. Aknowledgement. Hold Call Response 3. Connetion plaed on hold. Held Held heldconnetion heldconnetion holdingdevie holdingdevie loalconnetioninfo hold loalconnetioninfo onneted ause normal ause normal serviespermitted none serviespermitted ClearConn, Hold, Table 5-33 Remark: before servie Hold Call, SIP devie is holding The manual ase is similar to the desribed event flow. (held) h after servie Call Senarios Hold/Retrieving Senarios CallControlSenarios.fm

77 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Retrieve Call This servie reonnets to a all that has previously been plaed on hard-hold. is anate ( analog telephone ). (holding) h i before servie C2 See Hold Call on page 5-64 for the event flow to get into the before servie state Ativity Monitored Devie Monitored Devie Comments 1. Retrieve Call servie is Retrieve Call Request invoked on behalf of. heldconnetion 2. Aknowledgement. Retrive Call Result Response 3. Devie is leared from the ative all. Connetion Cleared droppedconnetion C2 releasingdevie loalconnetioninfo null ause normalclr serviespermitted none Table 5-34 Retrieve Call (page 1 of 2) (held) after servie Call Senarios Hold/Retrieving Senarios CallControlSenarios.fm

78 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-68 Ativity Monitored Devie Monitored Devie Comments 4. Devie is onneted Retrieved Retrieved bak into the previously held retrievedconnetion retrievedconnetion all. Retrieving Retrieving loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, Table 5-34 Retrieve Call (page 2 of 2) Remark: The manual ase is similar to the desribed event flow Consultation Call Senarios This setion illustrates examples of suessful Consultation Call, Reonnet Call and Alternate Call initiated by CSTA servies Suessful onsultation Call Consulting party is a Non-SIP devie This servie plaes an existing ative all at a devie on hold and initiates a new all from the same devie. Call Senarios Consultation Call Senarios CallControlSenarios.fm

79 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-69 (onsulting) before servie See Suesful answer all on page 5-19 for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Consultation Call Consultation Call Request servie is invoked on onntobeheld behalf of. onsulteddevie: 2. Aknowledgement. Consultation Call Response onsultedconnetion C2 3. Connetion plaed Held Held on hold. heldconnetion heldconnetion holdingdevie holdingdevie loalconnetioninfo held loalconnetioninfo onneted ause onsultation ause onsultation serviespermitted t serviespermitted ClearConn, 4. begins to dial. Servie Initiated initiatedconnetion C2 initiatingdevie loalconnetioninfo initiated ause onsultation serviespermitted ClearConn, Reonn, DialDgt Table 5-35 Consultation Call (page 1 of 2) h after servie C2 a Call Senarios Consultation Call Senarios CallControlSenarios.fm

80 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-70 Ativity Monitored Devie Monitored Devie Monitored Devie Comments 5. ompletes Digits Dialled dialling s diallingconnetion number ( 1234 ) diallingdevie diallingsequene 1234 loalconnetioninfo initiated ause onsultation Originated originatedconnetion C2 allingdevie alleddevie lastrediretiondevie NS loalconnetioninfo onneted ause onsultation serviespermitted ClearConn 6. starts ringing. Delivered Delivered onnetion C2 onnetion C2 alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo alert ause normal ause normal serviespermitted CallBak, ClearConn,, Transfer, Reonnet serviespermitted Answer, ClearConn, Deflet, SendUserIn fo Table 5-35 Consultation Call (page 2 of 2) Remark: The manual ase is similar to the desribed event flow Consulting party is a SIP devie This servie plaes an existing ative all at a devie on hold and initiates a new all from the same devie. Call Senarios Consultation Call Senarios CallControlSenarios.fm

81 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-71 (onsulting) before servie See Suesful answer all on page 5-19 for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Consultation button is pressed on. onntobeheld onsulteddevie: 2. Aknowledgement. Consultation Call Response onsultedconnetion C2 3. Connetion plaed Held Held on hold. heldconnetion heldconnetion holdingdevie holdingdevie loalconnetioninfo held loalconnetioninfo onneted ause normal ause normal serviespermitted none serviespermitted ClearConn, Hold, 4. begins to dial. Servie Initiated initiatedconnetion C2 initiatingdevie loalconnetioninfo initiated ause normal serviespermitted ClearConn, (from HP4k V6 only!) Table 5-36 Consultation Call (page 1 of 2) h after servie C2 a Call Senarios Consultation Call Senarios CallControlSenarios.fm

82 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-72 Ativity Monitored Devie Monitored Devie Monitored Devie Comments 5. ompletes Digits Dialled dialling s diallingconnetion number ( 1234 ) diallingdevie diallingsequene 1234 loalconnetioninfo initiated ause onsultation Originated originatedconnetion C2 allingdevie alleddevie lastrediretiondevie NS loalconnetioninfo onneted ause normal serviespermitted ClearConn (from HP4k V6 only!) 6. starts ringing. Delivered Delivered onnetion C2 onnetion C2 alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo alert ause normal ause normal serviespermitted ClearConn. (from HP4k V6 only!) serviespermitted Answer, ClearConn, Deflet, SendUserIn fo Table 5-36 Consultation Call (page 2 of 2) Remark: The manual ase is similar to the desribed event flow Consulting out of a onferene This senario illustrates the ase when a onferene member holds the onferene. is a Non-SIP devie. Call Senarios Consultation Call Senarios CallControlSenarios.fm

83 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-73 (onsulting) Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Devie hits Held Note that the onsultation heldconnetion there is no key. Held event holdingdevie for devies loalconnetioninfo hold and. ause onsultation This is a serviespermitted none swithing funtion limitation. 2. Sine devie still off-hook it Servie Initiated initiatedconnetion C2 an dial. initiatingdevie loalconnetioninfo initiated ause onsultation serviespermitted ClearConn, DialDgt, Reonn Table 5-37 Remark: before senario Conferene (onfmember) (onfmember) after senario Events for D4 are not shown above, beause they are not relevant in this ontext. C2 a D4 h Call Senarios Consultation Call Senarios CallControlSenarios.fm

84 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Reonnet Call This servie lears an existing onnetion and then retrieves a previously held onnetion at the same devie. before servie h (onsulting) C2 See Suessful onsultation Call on page 5-68 for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Retrieve Call servie Reonnet Call Request is invoked on behalf heldconnetion of. ativeconnetion C2 2. Aknowledgement. Reonnet Call Response 3. Devie is leared Connetion Cleared Connetion Cleared from the ative all. droppedconnetion C2 droppedconnetion C2 releasingdevie releasingdevie loalconnetioninfo null loalconnetioninfo onneted ause normalclr ause normalclr serviespermitted none serviespermitted ClearConn Table 5-38 Reonnet Call (page 1 of 2) (held) (onsulted) after servie Call Senarios Consultation Call Senarios CallControlSenarios.fm

85 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-75 Ativity Monitored Devie Monitored Devie Monitored Devie Comments 4. Devie is Retrieved Retrieved onneted bak to retrievedconnetion retrievedconnetion the previously held Retrieving Retrieving all. loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, SendUserInf o 5. As a result of C2 learing, remining Failed failedconnetion C2 devie goes failingdevie bloked. allingdevie alleddevie lastrediretiondevie NS loalconnetioninfo fail ause bloked serviespermitted ClearConn 6. As a result of C2 learing, C2 is Connetion Cleared droppedconnetion C2 also leared. releasingdevie loalconnetioninfo null ause normalclr serviespermitted none Table 5-38 Reonnet Call (page 2 of 2) Remark: The manual ase is similar to the desribed event flow Held Party Releases Consulting devie is a Non-SIP devie Call Senarios Consultation Call Senarios CallControlSenarios.fm

86 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-76 This senario illustrates the situation when the held party in a onsultation releases the all. See Suessful onsultation Call on page 5-68 for the event flow to get into the before senario state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Devie is leared Connetion Cleared Connetion Cleared none from the held all. droppedconnetion droppedconnetion releasingdevie releasingdevie loalconnetioninfo held loalconnetioninfo null ause normalclr ause normalclr serviespermitted none serviespermitted none 2. Devie is leared from the held all. Connetion Cleared droppedconnetion releasingdevie loalconnetioninfo null ause normalclr serviespermitted none 3. Call information is CallInformation CallInformatio provided for devie ConnetionId C2 n event is generated Subjet devieid: to provide serviespermitted ClearConn, the ConsultationCall, hanged Hold, SST, permitted GenDgt, servies. GenTelTones, Table 5-39 Remark: before senario h (onsulting) C2 Held Party Releases (held) (onsulted) after senario C2 Call Senarios Consultation Call Senarios CallControlSenarios.fm

87 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-77 None Consulting devie is a SIP devie This senario illustrates the situation when the held party in a onsultation releases the all. before senario h (onsulting) See Suessful onsultation Call on page 5-68 for the event flow to get into the before senario state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Devie is leared Failed Connetion Cleared none from the held all. failedconnetion droppedconnetion failingdevie releasingdevie allingdevie loalconnetioninfo null alleddevie ause normalclr lastrediretiondevie NS serviespermitted none loalconnetioninfo fail ause bloked serviespermitted ClearConn (from HP4k V6 only!) Table 5-40 Held Party Releases (page 1 of 2) C2 (held) (onsulted) after senario C2 Call Senarios Consultation Call Senarios CallControlSenarios.fm

88 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-78 Ativity Monitored Devie Monitored Devie Monitored Devie Comments 2. Devie is leared Connetion Cleared from the held all. droppedconnetion releasingdevie loalconnetioninfo null ause normalclr serviespermitted none Table 5-40 Held Party Releases (page 2 of 2) Remark: None Alternate Call Consulting party is a Non-SIP devie This servie plaes an existing ative all on hold and then retrieves a previously held all at the same devie. The effet of this servie is to swap the devie s ative and held alls. before servie h (onsulting) C2 (held) (onsulted) after servie See Suessful onsultation Call on page 5-68 for the event flow to get into the before servie state. h C2 Call Senarios Consultation Call Senarios CallControlSenarios.fm

89 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-79 Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Alternate Call servie Alternate Call Request is invoked on behalf heldconnetion of. ativeconnetion C2 2. Aknowledgement. Alternate Call Response 3. Connetion C2 is Held Held plaed on hold in the heldconnetion C2 heldconnetion C2 ative all. holdingdevie holdingdevie loalconnetioninfo held loalconnetioninfo onneted ause alternate ause alternate serviespermitted serviespermitted, Hold, ClearConn 4. Devie is Retrieved Retrieved onneted bak to retrievedconnetion retrievedconnetion the previously held Retrieving Retrieving all. loalconnetioninfo onneted loalconnetioninfo onneted ause alternate ause alternate serviespermitted ClearConn, AlternateCall, ConfereneCall, GenTelTones, serviespermitted ClearConn, Consult, Hold, GenDgt, GenTelTones, Table 5-41 Remark: Alternate Call The manual ase is similar to the desribed event flow Consulting party is a SIP devie Consulting SIP party plaes an existing ative all on hold and then retrieves a previously held all at the same devie. The effet of this feature is to swap the devie s ative and held alls. Call Senarios Consultation Call Senarios CallControlSenarios.fm

90 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-80 See Suessful onsultation Call on page 5-68 for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. SIP presses Held Held alternate: heldconnetion C2 heldconnetion C2 Connetion C2 is holdingdevie holdingdevie plaed on hold in the ative all. loalconnetioninfo hold loalconnetioninfo onneted ause normal ause normal serviespermitted serviespermitted, Hold, ClearConn 2. Devie is Retrieved Retrieved onneted bak to retrievedconnetion retrievedconnetion the previously held Retrieving Retrieving all. loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted ClearConn, SingleStepTra nsfer (from HP4k V6 only!) serviespermitted ClearConn, Consult, Hold, GenDgt, GenTelTones, Table 5-42 Remark: before servie h (SIP,onsulting) C2 Alternate Call on SIP devie (held) (onsulted) after servie h C2 Call Senarios Consultation Call Senarios CallControlSenarios.fm

91 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Transfer Call Senarios Sreened Transfer (with loal view in Transferred event) Transferring party is a Non-SIP devie This servie transfers a held party to a onsulted party. before servie See Suessful onsultation Call on page 5-68 for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Transfer Call Transfer Call Request servie is heldconnetion invoked on behalf of devie ativeconnetion C2. 2. Aknowledgeme nt. Transfer Call Response transferredconnetion C3 Table 5-43 Sreened Transfer (page 1 of 2) after servie (transferring) h (transferred) C2 (transferred-to) C3 Call Senarios Transfer Call Senarios CallControlSenarios.fm

92 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-82 Ativity Monitored Devie Monitored Devie Monitored Devie Comments Transferred Transferred Transferred The CSTA primaryoldcall primaryoldcall primaryoldcall C2 seondaryoldcall C2 transferringdevie transferringdevie transferringdevie transferredtodevie transferredtodevie transferredtodevie 3. Calls between, and, are released. The onnetions between, and, are replaed with a single onnetion between and. Remark: transferredconnetions 1. new / old 2. new / old (C3) / () (C3) / (C2) The manual ase is similar to the desribed event flow. In ase of a transfer a new all Id (C3) will be generated that means the alled devie () of this new all Id will not be the same as it was () in the old all (C2). For more information about Transferred loal/global view, see ECMA TR/82 Senarios for Computer Supported Teleommuniation Appliations (CSTA) Phase III, (Deember 2000) doument on page Transferring party is a SIP devie transferredconnetions 1. new / old 2. new This servie transfers a held party to a onsulted party. (C3) / () (C3) transferredconnetions 1. new / old 2. new (C3) / (C2) (C3) loalconnetioninfo null loalconnetioninfo onneted loalconnetioninfo onneted ause Transfer ause Transfer ause Transfer serviespermitted none serviespermitted ClearConn, Consult, Hold, SST, GenDg, GenTelTone, serviespermitted Table 5-43 Sreened Transfer (page 2 of 2) ClearConn, Consult, Hold, SST, GenDg, GenTelTone, Transferred event Loal View modeling option is provided by the swithing funtion. This means that the primary old all parameters in the Transferred events represent a devie oriented view. Call Senarios Transfer Call Senarios CallControlSenarios.fm

93 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-83 before servie after servie (transferring) h (transferred) C2 (transferred-to) See Suessful onsultation Call on page 5-68 for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. SIP presses Transferred Transferred Transferred The CSTA Join. Calls primaryoldcall primaryoldcall primaryoldcall C2 between, seondaryoldcall C2 and, are released. The transferringdevie transferringdevie transferringdevie onnetions between, and, are replaed with a single transferredtodevie transferredconnetions 1. new / old 2. new / old loalconnetioninfo (C3) / () (C3) / (C2) null transferredtodevie transferredconnetions 1. new / old 2. new loalconnetioninfo (C3) / () (C3) onneted transferredtodevie transferredconnetions 1. new / old 2. new loalconnetioninfo (C3) / (C2) (C3) onneted onnetion ause Transfer ause Transfer ause Transfer between and. serviespermitted serviespermitted none serviespermitted ClearConn, Consult, Hold, SST, GenDg, GenTelTone, Table 5-44 Sreened Transfer, transfering party is SIP(page 1 of 2) C3 ClearConn, Consult, Hold, SST, GenDg, GenTelTone, Transferred event Loal View modeling option is provided by the swithing funtion. This means that the primary old all parameters in the Transferred events represent a devie oriented view. Call Senarios Transfer Call Senarios CallControlSenarios.fm

94 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-84 Ativity Monitored Devie Monitored Devie Monitored Devie Comments 4. goes in Failed bloked state failedconnetion failingdevie allingdevie alleddevie lastrediretiondevie NS loalconnetioninfo fail ause bloked serviespermitted ClearConn Connetion Cleared droppedconnetion releasingdevie loalconnetioninfo null ause normalclr serviespermitted none Table 5-44 Sreened Transfer, transfering party is SIP(page 2 of 2) Remark: In ase of a transfer a new all Id (C3) will be generated that means the alled devie () of this new all Id will not be the same as it was () in the old all (C2). For more information about Transferred loal/global view, see ECMA TR/82 Senarios for Computer Supported Teleommuniation Appliations (CSTA) Phase III, (Deember 2000) doument on page Blind Transfer (with loal view in Transferred event) Transferring devie is a Non-SIP devie This servie transfers a held party to a onsulted party. The transfer servie request is issued before the onsulted devie onnets into the new all. Call Senarios Transfer Call Senarios CallControlSenarios.fm

95 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-85 before servie See Suessful onsultation Call on page 5-68 for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Transfer Call Transfer Call Request servie is heldconnetion invoked on behalf of devie ativeconnetion C2. 2. Aknowledgeme nt. Transfer Call Response transferredconnetion C3 Table 5-45 Blind Transfer (page 1 of 2) after servie (transferring) h (transferred) C2 a (transferred-to) C3 a Call Senarios Transfer Call Senarios CallControlSenarios.fm

96 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-86 Ativity Monitored Devie Monitored Devie Monitored Devie Comments Transferred Transferred Transferred The CSTA primaryoldcall primaryoldcall primaryoldcall C2 seondaryoldcall C2 transferringdevie transferringdevie transferringdevie transferredtodevie transferredtodevie transferredtodevie 3. Calls between, and, are released. The onnetions between, and, are replaed with a single onnetion between and. Remark: transferredconnetions 1. new / old 2. new / old (C3) / () (C3) / (C2) The manual ase is similar to the desribed event flow. In ase of a transfer a new all Id (C3) will be generated that means the alled devie () of this new all Id will not be the same as it was () in the old all (C2). For more information about Transferred loal/global view, see ECMA TR/82 Senarios for Computer Supported Teleommuniation Appliations (CSTA) Phase III, (Deember 2000) doument on page Transferring devie is a SIP devie transferredconnetions 1. new / old 2. new (C3) / () (C3) transferredconnetions 1. new / old 2. new loalconnetioninfo null loalconnetioninfo onneted loalconnetioninfo alerting ause Transfer ause Transfer ause Transfer serviespermitted none serviespermitted ClearConn, serviespermitted Table 5-45 Blind Transfer (page 2 of 2) (C3) / (C2) (C3) Answer, ClearConn, Transferred event Loal View modeling option is provided by the swithing funtion. This means that the primary old all parameters in the Transferred event represent a devie oriented view. The SIP devie transfers a held party to a onsulted party. The transfer is issued before the onsulted devie onnets into the new all. Call Senarios Transfer Call Senarios CallControlSenarios.fm

97 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-87 before servie See Suessful onsultation Call on page 5-68 for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. SIP devie Transferred Transferred Transferred The CSTA presses Join. primaryoldcall primaryoldcall primaryoldcall C2 Transferred Calls between event Loal seondaryoldcall C2, and, View are transferringdevie transferringdevie transferringdevie modeling released. The transferredtodevie transferredtodevie transferredtodevie option is onnetions between, and, are transferredconnetions 1. new / old 2. new / old (C3) / () (C3) / (C2) transferredconnetions 1. new / old 2. new (C3) / () (C3) transferredconnetions 1. new / old 2. new (C3) / (C2) (C3) provided by the swithing replaed with a loalconnetioninfo null loalconnetioninfo onneted loalconnetioninfo alerting funtion. single This means ause Transfer ause Transfer ause Transfer onnetion that the between and serviespermitted none serviespermitted ClearConn, serviespermitted Answer, primary old. ClearConn, all parameters in the Transferred event represent a devie oriented view. Table 5-46 Blind Transfer on SIP devie(page 1 of 2) after servie (transferring) h (transferred) C2 a (transferred-to) C3 a Call Senarios Transfer Call Senarios CallControlSenarios.fm

98 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-88 Ativity Monitored Devie Monitored Devie Monitored Devie Comments 4. Failed Remark: failedconnetion failingdevie allingdevie alleddevie lastrediretiondevie loalconnetioninfo ause serviespermitted Connetion Cleared droppedconnetion releasingdevie loalconnetioninfo ause serviespermitted NS fail bloked ClearConn null normalclr none Table 5-46 Blind Transfer on SIP devie(page 2 of 2) In ase of a transfer a new all Id (C3) will be generated that means the alled devie () of this new all Id will not be the same as it was () in the old all (C2). For more information about Transferred loal/global view, see ECMA TR/82 Senarios for Computer Supported Teleommuniation Appliations (CSTA) Phase III, (Deember 2000) doument on page 65. Call Senarios Transfer Call Senarios CallControlSenarios.fm

99 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Transfer to a busy station (with loal view in Transferred event) This servie transfers a held party to a busy party. The transferred party amps-on to the transferred-to party. before senario Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. The swith Connetion Cleared Connetion Cleared automatialy droppedconnetion C2 droppedconnetion C2 lears the failed releasingdevie releasingdevie onnetion. loalconnetioninfo onneted loalconnetioninfo null ause normalclr ause normalclr serviespermitted ClearConn serviespermitted none 2. Transfer Call servie is Transfer Call Request heldconnetion invoked on behalf of devie ativeconnetion C2. 3. Aknowledgeme nt. Transfer Call Response transferredconnetion C3 Table 5-47 Transfer to a busy station (page 1 of 2) after senario (transferring) h (transferred) C2 q,f (transferred-to) C3 q Call Senarios Transfer Call Senarios CallControlSenarios.fm

100 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-90 Ativity Monitored Devie Monitored Devie Monitored Devie Comments Transferred Transferred Transferred The CSTA primaryoldcall primaryoldcall primaryoldcall C2 seondaryoldcall C2 transferringdevie transferringdevie transferringdevie transferredtodevie transferredtodevie transferredtodevie 4. Calls between, and, are released. The onnetions between, and, are replaed with a single onnetion between and. 5. amps on. Remark: transferredconnetions 1. new / old 2. new / old (C3) / () (C3) / (C2) transferredconnetions 1. new / old 2. new The manual ase is similar to the desribed event flow. (C3) / () (C3) transferredconnetions 1. new / old 2. new (C3) / (C2) (C3) loalconnetioninfo null loalconnetioninfo onneted loalconnetioninfo fail ause ampon ause normal ause normal serviespermitted none serviespermitted CallBak, ClearConn, serviespermitted Table 5-47 Transfer to a busy station (page 2 of 2) Queued Queued queuedconnetion C3 queuedconnetion C3 queue queue allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo queued ause ampon ause ampon serviespermitted CallBak, ClearConn, serviespermitted Transferred event Loal View modeling option is provided by the swithing funtion. This means that the primary old all parameters in the Transferred event represent a devie oriented view. In ase of a transfer a new all Id (C3) will be generated that means the alled devie () of this new all Id will not be the same as it was () in the old all (C2). For more information about Transferred loal/global view, see ECMA TR/82 Senarios for Computer Supported Teleommuniation Appliations (CSTA) Phase III, (Deember 2000) doument on page 65. Call Senarios Transfer Call Senarios CallControlSenarios.fm

101 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Single Step Transfer (with loal view in Transferred event) This servie transfers a devie in one step. before servie See Suesful answer all on page 5-19 for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Single Step Single Step Transfer Call Request Transfer Call ativeconnetion servie is invoked on transferredto behalf of devie. 2. Aknowledgeme Single Step Transfer Call Response nt. transferredconnetion Table 5-48 Single Step Transfer (Devies) (page 1 of 2) after servie (transferring) (transferred) (transferred-to) a Call Senarios Transfer Call Senarios CallControlSenarios.fm

102 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-92 Ativity Monitored Devie Monitored Devie Monitored Devie Comments Transferred Transferred The CSTA primaryoldcall primaryoldcall transferringdevie transferringdevie transferredtodevie transferredtodevie 3. The all between and is replaed with an alerting all between and. 4. The all alerts devie. Remark: transferredconnetions 1. new 2. new transferredconnetions 1. new: 2. new loalconnetioninfo null loalconnetioninfo onneted ause SST ause SST serviespermitted none serviespermitted ClearConn, Transferred event Loal View modeling option is provided by the swithing funtion. This means that the primary old all parameters in the Transferred event represent a devie oriented view. Note that the swithing funtion will not provide a new all id. Delivered Delivered This event onnetion onnetion reflets the onnetion alertingdevie alertingdevie state allingdevie allingdevie hange at alleddevie alleddevie. lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo alerting ause SST ause SST serviespermitted Table 5-48 Single Step Transfer (Devies) (page 2 of 2) ClearConn, serviespermitted Answer, ClearConn, Deflet, Call Senarios Transfer Call Senarios CallControlSenarios.fm

103 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-93 The swithing funtion does not alloate a new allid in ase of a Single Step Transfer Single Step Transfer between network interfae devies (with loal view in Transferred event) This senario illustrates a suessful Single Step Transfer Servie. The transferred and transferred-to devies are network interfae devies (NIDs). (alled) (transferring) before servie See External inoming alls on page 5-30 for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie N2 Monitored Devie N3 Comments 1. Single Step Single Step Transfer Call Request Transfer Call ativeconnetion servie is invoked on transferredto behalf of devie. 2. Aknoledgement. Transfer Call Response transferredconn Table 5-49 Single Step Transfer (Trunk to Trunk) (page 1 of 3) N2 N3 (alling) (transferred) (transferred-to) after servie N2 N3 Call Senarios Transfer Call Senarios CallControlSenarios.fm

104 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-94 Ativity Monitored Devie Monitored Devie N2 Monitored Devie N3 Comments 3. The network is Network Reahed Network Reahed Network Reahed reahed again. outboundconnetion N3 outboundconnetion N3 outboundconnetion N3 networkinterfaeused N3 networkinterfaeused N3 networkinterfaeused N3 allingdevie allingdevie allingdevie alleddevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal ause normal serviespermitted none serviespermitted ClearConn, serviespermitted ClearConn, Deflet, networkcallingdevie networkcallingdevie assocallingdevie N2 assocallingdevie N2 4. Devie transfers. Transferred Transferred The CSTA primaryoldcall primaryoldcall N2 transferringdevie transferringdevie transferredtodevie transferredtodevie transferredconnetions 1. new:assnid:endp 2. new:assnid:endp (N2):N2: (N3):N3: transferredconnetions 1. new/ old:assnid:endp 2. new:assnid:endp (N2)/ (N2):N2: (N3):N3: loalconnetioninfo null loalconnetioninfo onneted ause SST ause SST serviespermitted none serviespermitted ClearConn, Table 5-49 Single Step Transfer (Trunk to Trunk) (page 2 of 3) Transferred event Loal View modeling option is provided by the swithing funtion. This means that the primary old all parameters in the Transferred event represent a devie oriented view. Note that the swithing funtion will not provide a new all id. Call Senarios Transfer Call Senarios CallControlSenarios.fm

105 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-95 Ativity Monitored Devie Monitored Devie N2 Monitored Devie N3 Comments 5. The all alerts Delivered Delivered This event devie. onnetion N3 onnetion N3 reflets the onnetion alertingdevie alertingdevie state allingdevie allingdevie hange at alleddevie alleddevie N3. lastrediretiondevie NS lastrediretiondevie NS orignid N2 orignid N2 loalconnetioninfo onneted loalconnetioninfo alert ause SST ause SST serviespermitted ClearConn, serviespermitted ClearConn, Deflet, networkcallingdevie networkcallingdevie assocallingdevie N2 assocallingdevie N2 assocalleddevie N3 assocalleddevie N3 Table 5-49 Single Step Transfer (Trunk to Trunk) (page 3 of 3) Remark: The swithing funtion does not alloate a new allid in ase of a Single Step Transfer Single Step Call Transfer, Phone Mail transfers The senario desribes an event flow when a Phone Mail devie transfers in one step. PM (Phon ) before senario after senario N3 (alling) PM N3 See Internal ACD all ompleted to Phone Mail agent on page for the event flow to get into the before senario state. a Call Senarios Transfer Call Senarios CallControlSenarios.fm

106 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-96 Ativity Monitored Devie Monitored Devie N3 Monitored Devie Comments 1. The all Transferred Transferred The CSTA between and primaryoldcall primaryoldcall N3 N3 is replaed transferringdevie PM transferringdevie PM with an alerting all between transferredtodevie transferredtodevie and. 2. The all alerts. transferredconnetions 1.new 2.new () () transferredconnetions 1.new 2.new loalconnetioninfo onneted loalconnetioninfo null ause SST ause SST serviespermitted CallBak, ClearConn, serviespermitted none () () Transferred event Loal View modeling option is provided by the swithing funtion. This means that the primary old all parameters in the Transferred event represent a devie oriented view. Delivered Delivered These events onnetion onnetion reflet the onnetion alertingdevie alertingdevie state allingdevie allingdevie hange at alleddevie alleddevie. lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo alerting ause SST ause SST serviespermitted CallBak, ClearConn, serviespermitted ClearConn, Answer, Deflet, Table 5-50 Single Step Transfer from Phone Mail to Agent (page 1 of 2) Call Senarios Transfer Call Senarios CallControlSenarios.fm

107 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-97 Ativity Monitored Devie Monitored Devie N3 Monitored Devie Comments 3. Phone Mail Failed goes into failedconnetion N3C2 bloked state. failingdevie N3 allingdevie NK alleddevie NK lastrediretiondevie NS loalconnetioninfo fail ause bloked serviespermitted ClearConn 4. N3C3 is dropped. Connetion Cleared droppedconnetion N3C2 releasingdevie N3 loalconnetioninfo null ause normalclr serviespermitted none Table 5-50 Single Step Transfer from Phone Mail to Agent (page 2 of 2) Remark: None Single Step Transfer to destination with all forward immediate handled in the swithing subdomain ( is internal analogue or digital devie) This servie transfers and forwards a onnetion in one step. before servie after servie (transferring) (transferred) (transferred-to) D4 (forward dest) a D4 Call Senarios Transfer Call Senarios CallControlSenarios.fm

108 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-98 See Suesful answer all on page 5-19 for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Monitored Devie D4 Comments 1. Single Step Single Step Transfer Call Request Transfer Call ativeconnetion servie is invoked on transferredto behalf of devie. 2. Aknowledgeme Single Step Transfer Call Response nt. transferredconnetion D4 3. The all Transferred Transferred The CSTA between and primaryoldcall primaryoldcall is replaed transferringdevie transferringdevie with an alerting all between transferredtodevie D4 transferredtodevie D4 and. transferredconnetions 1. new 2. new D4 transferredconnetions 1. new: 2. new D4 loalconnetioninfo null loalconnetioninfo onneted ause SST ause SST serviespermitted none serviespermitted ClearConn, Table 5-51 Single Step Transfer with all forward (Devies) (page 1 of 2) Transferred event Loal View modeling option is provided by the swithing funtion. This means that the primary old all parameters in the Transferred event represent a devie oriented view. Note that the swithing funtion will not provide a new all id. Call Senarios Transfer Call Senarios CallControlSenarios.fm

109 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-99 Ativity Monitored Devie Monitored Devie Monitored Devie D4 Comments 4. The all alerts Delivered Delivered This event devie. onnetion D4 onnetion D4 reflets the onnetion alertingdevie D4 alertingdevie D4 state allingdevie allingdevie hange at alleddevie D4 alleddevie D4 D4. lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo alerting ause SST ause SST serviespermitted ClearConn, serviespermitted Answer, ClearConn, Deflet, Table 5-51 Single Step Transfer with all forward (Devies) (page 2 of 2) Note: Please note that the forward an only be followed by the hange in the destination Single Step Transfer attempt to busy destination with offered mode ativated. (transfered) before senario (transfering) (SST dest, busy) in between after senario See Suesful answer all on page 5-19 for the event flow to get into the before servie state. a Call Senarios Transfer Call Senarios CallControlSenarios.fm

110 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Single Step Single Step Transfer Call Request Transfer Call ativeconnetion servie is invoked on transferredto behalf of devie. 2. Aknowledgeme Single Step Transfer Call Response nt. transferredconnetion 3. The all Transferred Transferred The CSTA between and primaryoldcall primaryoldcall is replaed transferringdevie transferringdevie with an alerting all between transferredtodevie transferredtodevie and. transferredconnetions 1. new 2. new transferredconnetions 1. new: 2. new loalconnetioninfo onnetedl loalconnetioninfo null ause SST ause SST serviespermitted ClearConn, serviespermitted none Table 5-52 Single Step Transfer attempt to busy destination with offered mode ativated(page 1 of 3) Transferred event Loal View modeling option is provided by the swithing funtion. This means that the primary old all parameters in the Transferred event represent a devie oriented view. Note that the swithing funtion will not provide a new all id. Call Senarios Transfer Call Senarios CallControlSenarios.fm

111 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Monitored Devie Comments 4. The all is Offere (otional)d Offered This event offfered to. onnetion onnetion reflets the onnetion offereddevie offereddevie state allingdevie allingdevie hange at alleddevie alleddevie D4. lastrediretiondevie lastrediretiondevie loalconnetioninfo onneted loalconnetioninfo alerting ause SST ause SST serviespermitted ClearConn, serviespermitted Answer, ClearConn, Deflet, 5. Appliation aepts the all Aept Cal lrequest alltobeaepted 6. Aknowledged Aept Call Response 7. Destination is Failed Failed busy failedconnetion failedconnetion failingdevie failingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo null ause busy ause busy serviespermitted ClearConn serviespermitted none 8. Reall Diverted (optional) Diverted onnetion onnetion divertingdevie divertingdevie newdestination newdestination Calling Calling alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo null ause reallbusy ause reallbusy serviespermitted none serviespermitted none 9. Call Established Established reonneted to establishedconnetion establishedconnetion answerinddevie answerinddevie allingdevie allingdevie alleddevie alleddevie Table 5-52 Single Step Transfer attempt to busy destination with offered mode ativated(page 2 of 3) Call Senarios Transfer Call Senarios CallControlSenarios.fm

112 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Monitored Devie Comments lastrediretiondevie lastrediretiondevie loalconnetioninfo onneted loalconnetioninfo onneted ause reallbusy ause reallbusy serviespermitted ClearConn, Consult, Hold, SST, GenDg, GenTelTone, serviespermitted ClearConn, Consult, Hold, SST, GenDg, GenTelTone, Table 5-52 Single Step Transfer attempt to busy destination with offered mode ativated(page 3 of 3) Note:This event flow an our in ases where the Offered mode is ativated on the destination and the ONS monitoring is ativated. See Servie Manual for details Conferene Call Senarios Conferene (with loal view in Conferened event) Conferene master is a Non-SIP devie This servie provides a onferene of an existing held all and another ative all at a onferening devie. The two alls are merged into a single all at the onferening devie. before servie after servie (onferening) h (held) C2 (ative) C3 Call Senarios Conferene Call Senarios CallControlSenarios.fm

113 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide See Suessful onsultation Call on page 5-68 for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Conferene Call Conferene Request servie is heldconnetion requested on behalf of devie ativeconnetion C2. 2. Aknowledgeme Conferene Response nt. onferenedconnetion C3 3. Conferene Conferened Conferened Conferened The estabilished. primaryoldcall primaryoldcall primaryoldcall C2 seondaryoldcall C2 onfereningdevie onfereningdevie onfereningdevie Added Added Added Table 5-53 Remark: onfereneconnetions 1. new/old 2. new/old 3. new 4. new (C3)/() (C3)/(C2) (C3) (C3) The manual ase is similar to the desribed event flow Conferene master is a SIP devie onfereneconnetions 1. new/old 2. new/old 3. new (C3)/() (C3)/() (C3) onfereneconnetions 1. new/old 2. new/old 3. new (C3)/(C2) (C3)/(C2) (C3) loalconnetioninfo onneted loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal ause normal serviespermitted ClearConn, Consult, Hold, serviespermitted ClearConn, Consult, Hold, serviespermitted ClearConn, Consult, Hold, Conferene addedparty speifies the devie ID of the devie, that belongs to the ative (not held) all of the onferene. Note that the primaryold Call and the seondaryo ldcall parameters follows the loal view modeling option. This servie provides a onferene of his existing 2 ative alls at a onferening devie. The held all will be retrieved. Call Senarios Conferene Call Senarios CallControlSenarios.fm

114 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide See Suessful onsultation Call on page 5-68 for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Conferene button is preshed on devie. 2. Conferene estabilished. Table 5-54 Remark: before servie heldconnetion ativeconnetion Retrieved C2 SIP devie an t add more onferene member. Retrieved retrievedconnetion retrievedconnetion Retrieving Retrieving loalconnetioninfo onneting loalconnetioninfo onneting ause normal ause normal serviespermitted ClearConn, SingleStepTran sfer (from HP4k V6 only!) serviespermitted ClearConn, Consult, Hold, SingleStepTran sfer, GenerateDigits, Conferene after servie (onferening) h (held) C2 (ative) C2 Call Senarios Conferene Call Senarios CallControlSenarios.fm

115 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Call Completion Senarios Call Bak Call Related This senario illustrates the use of the Call Bak Call Related servie where the alled devie is busy. before servie See Manually dialled all - alled party is busy on page 5-5 for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Comments 1. The busy onnetion is Connetion Cleared Connetion Cleared leared immediately. droppedconnetion droppedconnetion releasingdevie releasingdevie loalconnetioninfo onneted loalconnetioninfo null ause normalclr ause normalclr serviespermitted ClearConn serviespermitted none 2. The Call Bak Call Related servie is invoked on behalf CallBak Request onnetion of devie. 3. Aknowledgement. CallBak Response targetdevie Table 5-55 Call Bak Call Related (page 1 of 3) after servie (alling) f (alled) C3 a [busy] Call Senarios Call Completion Senarios CallControlSenarios.fm

116 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Comments 4. Devie is bloked. Failed 5. Devie lears its failed onnetion. 6. Devie sometime later lears from its ative all. 7. Sine devie is now avaible, the CallBak is initiated from devie. is being prompted to go offhook. 8. The swithing funtion reserves the CallBak destination (). failedconnetion failingdevie allingdevie alleddevie lastrediretiondevie loalconnetioninfo ause serviespermitted Connetion Cleared droppedconnetion releasingdevie loalconnetioninfo ause serviespermitted Servie Initiated initiatedconnetion initiatingdevie loalconnetioninfo ause serviespermitted NS fail bloked ClearConn null normalclr none Table 5-55 Call Bak Call Related (page 2 of 3) C3 initiated CallBak Answer, ClearConn, Deflet, Connetion Cleared droppedconnetion releasingdevie loalconnetioninfo ause serviespermitted Failed failedconnetion failingdevie allingdevie alleddevie lastrediretiondevie loalconnetioninfo ause serviespermitted C2 null normalclr none C3 NS fail bloked ClearConn C2 is the ative all of. The ause ode of CallBak indiates that the devie is being prompted to go off-hook. Call Senarios Call Completion Senarios CallControlSenarios.fm

117 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Comments 9. Devie goes off hook and Originated is onneted on the all. originatedconnetion C3 allingdevie alleddevie loalconnetioninfo onneted ause CallBak serviespermitted ClearConn, 10.The failed onnetion of is leared. Connetion Cleared droppedconnetion C3 releasingdevie loalconnetioninfo null ause normalclr serviespermitted none 11.Devie is alerted. Delivered Delivered deliveredconnetion C3 deliveredconnetion C3 alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo alerting ause CallBak ause CallBak serviespermitted CallBak, ClearConn, serviespermitted ClearConn, Answer, Deflet, Table 5-55 Call Bak Call Related (page 3 of 3) Remark: None Manual Camp On Call The alling party queues a all for a busy alled devie by pressing the amp-on key until that devie beomes available. Call Senarios Call Completion Senarios CallControlSenarios.fm

118 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide before senario See Manually dialled all - alled party is busy on page 5-5 for the event flow to get into the before senario state. Ativity Monitored Devie Monitored Devie Comments 1. The busy onnetion is Connetion Cleared Connetion Cleared leared immediately. droppedconnetion droppedconnetion releasingdevie releasingdevie loalconnetioninfo onneted loalconnetioninfo null ause normalclr ause normalclr serviespermitted ClearConn serviespermitted none 2. presses the amp on Queued Queued key. queuedconnetion queuedconnetion queue queue allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo queued ause ampon ause ampon serviespermitted CallBak, ClearConn, serviespermitted 3. Some time later devie lears from its ative all. Connetion Cleared droppedconnetion C2 releasingdevie loalconnetioninfo null ause normalclr serviespermitted none Table 5-56 Manual Camp On Call (page 1 of 2) after senario (alling) f (alled) a [busy] Call Senarios Call Completion Senarios CallControlSenarios.fm

119 A31003-G9310-I , 04/2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Comments 4. Sine devie is available Delivered Delivered the all alerts. deliveredconnetion deliveredconnetion alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo alerting ause reall ause reall Remark: None serviespermitted Table 5-56 Manual Camp On Call (page 2 of 2) CallBak, ClearConn, serviespermitted ClearConn, Answer, Deflet, Call Senarios Call Completion Senarios CallControlSenarios.fm

120 ACDSenarios.fm Call Senarios Distribution Call Senarios 5.17 Distribution Call Senarios Automati Call Distribution Senarios Automati Call Distribution Overview ACD Call Proessing ACD Call Proessing is based on a all analysis and routing sheme that proesses alls aording to ustomer requirements. The routing sheme is onfigured by defining ACD numbers, route ontrol groups (RCGs), and ACD routing tables (ARTs) to proess the all. The sequene of all proessing begins with host-based soure- and destination-based routing, ontinues with alendar routing, and is finally proessed by the sequene of ommands in the routing tables (route proessing). Further routing may be neessary at the end of work shifts with end of shift routing. For an illustration of this all proess, see Figure 0-1 on page Host-based Routing When a all arrives at the OpenSape 4000 destined for a all enter, an external appliation may be used to route the all using the aller s identity, loation, or the reason for the all. The appliation an take advantage of previous alls and plae this all to an agent who has handled this ustomer previously. The appliation may route a aller to a different all enter based on all volumes. The appliation ould reside on a host or external server. Soure- and Destination-based Routing Without speial handling, when a all is plaed to an ACD number, routing analysis begins when the ACD software determines the soure and destination of the all. The soure of the all is the number of the alling party reeived by the OpenSape It may be a 10- digit telephone number, the main number of the private branh exhange (PBX), or a private network number. Automati Number Identifiation (ANI) is an example of a trunk servie that provides a soure number. The destination is the alled party. It may be a translated Dialled Number Identifiation Servie (DNIS), Diret Inward Dialling (DID), or in some ases, something other than the original number dialled by the alling party, onverted by publi or private network number translation. ACD uses this soure and destination data to assoiate a route ontrol group (RCG) with the all. The RCG defines routing to an ACD routing table, based on the time of day and the day of the week the all is proessed. Calendar Routing A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-110

121 ACDSenarios.fm Call Senarios Distribution Call Senarios Calendar routing uses the day of the week and the time of day to referene the RCG and to selet the ACD routing table (ART) for proessing the all. Calendar Routing also an be used to setup holidays in advane. Route Proessing The ACD routing table (ART) is used for final proessing of the all. ACD routing tables ontain a series of steps for proessing the all. Eah step in an ART is performed sequentially, exept when a onditional step or a GOTO step direts the all to a speifi step number. If this ours, proessing ontinues sequentially for the step defined in the GOTO statement. ARTs an be onfigured with two types of steps, fixed and onditional. Fixed steps route the all in a speifi manner (for example, route to server). Conditional steps have dependenies. Eah shift designates an ACD routing table to be used during that shift. As soon as the system assigns a all to an ART, it beomes an ACD all. A all made diretly to the extension number of a logged on agent is not an ACD all. The omputer appliation an ativate or deativate speial handling of ACD alls using routing servies. When a all omes into the OpenSape 4000, the omputer appliation is notified, if speial handling was set up. The omputer appliation may route the all to a different destination based upon several fators: ANI number supplied, translated DNIS number; or the ombination of ANI and DNIS numbers, if both are supplied. In these instanes, ANI and DNIS get speial routing instrutions before normal proessing. ACD Queuing To ensure that inoming alls are handled as effiiently as possible, a single all an queue for as many as 16 different ACD groups. CA 4000 an provide an appliation with events that monitor queuing ativity. A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-111

122 ACDSenarios.fm Call Senarios Distribution Call Senarios Telephony input soures DID ANI ACD all routing flow ACD number DNIS CO trunk Internal alls Soure and destination routing Route ontrol group Calendar routing ACD routing tables Customer appliation route proessing Yes Is delay ringbak first step? And is No Routing suessful? No OpenSape 4000 Yes End of routing dialog End of shift routing Figure 0-1 ACD Routing Flow Diagram A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-112

123 ACDSenarios.fm Call Senarios Distribution Call Senarios ACD Terminology The following are some important ACD terms: ACD Calls An ACD all is an inoming all that reahes an ACD number. If an inoming all arrives on a trunk group dediated to an ACD number, it immediately beomes an ACD all and begins to be routed to the system. However, if an inoming all arrives on a trunk that is not dediated to an ACD number, the system does not route the all until it does reah an ACD number for example, if the all is internally transferred. ACD Groups An ACD group is a group of agent extensions that reeives alls. When a group member (agent) is busy on a all, the system routes the alls to an available agent within the group. If all agents are busy, the system an also transfer inoming alls from one ACD group to another. An ACD group an be a single extension, suh as ustomer servie. Larger departments an also be divided into many smaller ACD groups. ACD Number A diallable number that initiates proessing of the all as an ACD all. The ACD number maps the all to a Route Control Group (RCG) depending on the soure of the all (ANI), the destination of the all (DNIS), the day of the week, and the time of day. ACD RCG (Route Control Group) An Automati Call Distribution (ACD) Route Control Group (RCG), onfigured in the Open- Sape 4000 software, is the entry point used by ACD software for routing alls. An ACD number direts a all to an RCG. Eah RCG is identified by a unique, non-diallable number that is defined by onfiguration. If the speified routing is destination, all proessing uses the speified RCG for the destination ACD number, if the routing option is set to soure, the system uses the soure ACD number and its assoiated RCG for routing the all. The same RCG an be assigned to multiple ACD numbers. ACD Routing Table (ART) ARTs are tables that permit the onfiguration of the all routing. An ACD routing table is a set of instrutions that an ACD all follows until an agent is available to answer the all. For example, the aller may first hear a reorded message stating that all agents are still busy, followed by musi for a ertain number of seonds. If an agent is still not available, the all may be routed to another group of agents, or eventually to an off-site number. A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-113

124 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Many routing tables an be onfigured for eah ACD group. This permits ustomized routing to meet eah group s requirements External ACD Call ompleted to agent The external aller (NID = N1) alls the ACD-pilot-number ( R2 intdnis ). No agent is available, the all is queued. As soon as an agent beomes available, the all is routed to ACD-group G. The all is routed to an agent. (alling) before senario N1 (network devie) R2 (alled) (agent) after senario Ativity Monitored Devie N1 (Trunk) Monitored Devie R2 (RCG) Monitored Devie (agent) Comments 1. An inoming trunk is Servie Initiated None seized. initiatedconnetion N1 initiatingdevie N1 loalconnetioninfo initiated ause normal serviespermitted ClearConn Table 5-57 External Call Inoming to ACD Agent Call Completed to Agent (page 1 of 4) N1 a R2 Call Senarios Distribution Call Senarios ACDSenarios.fm

125 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie N1 (Trunk) Monitored Devie R2 (RCG) Monitored Devie (agent) Comments 2. The all is routed to Originated (1) an ACD routing table originatedconnetion N1 AssCledDev:. allingdevie It is only provided for alleddevie R2 intdnis external alls NWCallingDevie to an RCG AssCallingDevie N1 where the lastrediretiondev NS trunk is not loalconnetioninfo onneted monitored. It then ontains ause normal the ACD- serviespermitted ClearConn DNIS (e.g. R2 intdnis). In Delivered Delivered this senario onnetion R2 onnetion R2 it is not provided alertingdevie R2 alertingdevie R2 beause the allingdevie allingdevie trunk is alleddevie R2 intdnis alleddevie R2 intdnis monitored. OrigNIDConn N1 OrigNIDConn N1 NWCallingDevie NWCallingDevie Please note: AssCallingDevie N1 AssCallingDevie N1 this remark applies to all AssCalledDevie NP (1) subsequent lastrediretiondev NS lastrediretiondev NS events for the loalconnetioninfo onneted loalconnetioninfo alerting RCG and the ause enterdist ause enterdist agent serviespermitted ClearConn SendUI serviespermitted ClearConn Deflet SendUI 3. The all is routed to ACD G group. None None None Table 5-57 External Call Inoming to ACD Agent Call Completed to Agent (page 2 of 4) Call Senarios Distribution Call Senarios ACDSenarios.fm

126 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie N1 (Trunk) Monitored Devie R2 (RCG) Monitored Devie (agent) Comments 4. The all is queued. Queued Queued None G is the ACDgroup. queuedconnetion R2 queuedconnetion R2 queue G queue G allingdevie allingdevie alleddevie R2 intdnis alleddevie R2 intdnis lastrediretiondev NS lastrediretiondev NS AssCallingDevie N1 AssCallingDevie N1 NWCallingDevie NWCallingDevie loalconnetioninfo onneted loalconnetioninfo queued ause NoAgents ause NoAgents 5. An agent beomes free; the all is diverted from the RCG. serviespermitted ClearConn SendUI serviespermitted Diverted onnetion divertingdevie newdestination allingdevie alleddevie lastrediretiondev AssCallingDevie NWCallingDevie loalconnetioninfo ause serviespermitted serviespermitted ClearConn Deflet SendUI R2 R2 R2 intdnis NS N1 null Distributed none none Table 5-57 External Call Inoming to ACD Agent Call Completed to Agent (page 3 of 4) Call Senarios Distribution Call Senarios ACDSenarios.fm

127 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie N1 (Trunk) Monitored Devie R2 (RCG) Monitored Devie (agent) Comments 6. The all is delivered Delivered Delivered Please note: to the agent. onnetion onnetion Even though alertingdevie alertingdevie the all was diverted from allingdevie allingdevie the RCG, the alleddevie R2 intdnis alleddevie R2 intdnis LastRediretionDevie lastrediretiondev NS lastrediretiondev NS is OrigNIDConn N1 OrigNIDConn N1 not reported in AssCallingDevie N1 AssCallingDevie N1 the Delivered- Events. NWCallingDevie NWCallingDevie loalconnetioninfo onneted loalconnetioninfo alerting ause Distributed ause Distributed serviespermitted ClearConn SendUI serviespermitted Answer ClearConn Deflet SendUI Table 5-57 External Call Inoming to ACD Agent Call Completed to Agent (page 4 of 4) Remark: None Internal ACD all ompleted to Phone Mail agent This senario desribes a all flow when an RCG routes a all to a free Phon Agent. R2 (RCG) a before senario (alling) N3 PM (Phon ) R2 after senario N3 PM Call Senarios Distribution Call Senarios ACDSenarios.fm

128 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie R2 (RCG) Monitored Devie N3 Comments 1. RCG R2 routes Diverted the all to the onnetion R2 PM agent. divertingdevie R2 newdestination PM allingdevie alleddevie R2 pilot number lastrediretiondevie NS loalconnetioninfo null ause distributed serviespermitted none 2. The all leaves Network Reahed Network Reahed the CSTA outboundconnetion N3 outboundconnetion N3 subdomain. networkinterfaeused N3 networkinterfaeused N3 allingdevie allingdevie alleddevie R2 pilot number alleddevie R2 pilot number lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted ClearConn, Consult, Hold, serviespermitted ClearConn, SST, GenDgt, GenTelTone, 3. The Phone Mail Established Established answers the all establishedconnetion N3 establishedconnetion N3 immediatelly. answeringdevie PM answeringdevie PM allingdevie allingdevie alleddevie R2 pilot number alleddevie R2 pilot number lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo onneted ause distributed ause distributed Table 5-58 Remark: serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTone, serviespermitted assocalleddevie N3 assocalleddevie N3 Route to free Phone Mail Agent ClearConn, Call Senarios Distribution Call Senarios ACDSenarios.fm

129 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide None External all overflowed to another RCG The external aller (NID = N1) alls the ACD-pilot-number ( R2 intdnis ). No agent is available, the all is queued. After a time, the all is routed to another RCG (R3). An agent is available, the all is routed to the agent. (alling) before senario N1 (network devie) q R2 (alled) Ativity Monitored Devie N1 Monitored Devie R2 Monitored Devie R3 Monitored Devie D4 (agent) Comments 1. The all was None Diverted previously onnetion R2 queued at divertingdevie R2 RCG2. After newdestination R3 a timer elapses, allingdevie RCG2 alleddevie R2 intdnis diverts the lastrediretiondev NS all to RCG3 AssCallingDevie N1 NWCallingDevie loalconnetioninfo null ause normal serviespermitted none Table 5-59 External overflow to another RCG (page 1 of 3) R3 D4 (agent) after senario N1 a R2 R3 D4 Call Senarios Distribution Call Senarios ACDSenarios.fm

130 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie N1 Monitored Devie R2 Monitored Devie R3 Monitored Devie D4 (agent) Comments 2. The all Delivered Delivered rings at onnetion R3 onnetion R3 RCG3 alertingdevie R3 alertingdevie R3 allingdevie allingdevie alleddevie R2 intdnis alleddevie R2 intdnis lastrediretiondev NS lastrediretiondev NS OrigNIDConn N1 OrigNIDConn N1 AssCallingDevie N1 AssCallingDevie N1 NWCallingDevie NWCallingDevie loalconnetioninfo onneted loalconnetioninfo alerting ause enterdist ause enterdist serviespermitted ClearConn SendUI serviespermitted ClearConn Deflet SendUI 3. The all is None None None None routed to an ACD Group 4. An agent is Diverted available - onnetion R3 the all is divertingdevie R3 diverted from newdestination D4 the RCG to the agent s allingdevie phone alleddevie R2 intdnis lastrediretiondev NS AssCallingDevie N1 NWCallingDevie loalconnetioninfo null ause Distributed serviespermitted none Table 5-59 External overflow to another RCG (page 2 of 3) Call Senarios Distribution Call Senarios ACDSenarios.fm

131 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie N1 Monitored Devie R2 Monitored Devie R3 Monitored Devie D4 (agent) Comments 5. The all Delivered Delivered starts ringing onnetion D4 onnetion D4 at the alertingdevie D4 alertingdevie D4 agent s phone allingdevie allingdevie alleddevie R2 intdnis alleddevie R2 intdnis lastrediretiondev NS lastrediretiondev NS OrigNIDConn N1 OrigNIDConn N1 asscallingdevie N1 asscallingdevie N1 NWCallingDevie NWCallingDevie loalconnetioninfo onneted loalconnetioninfo alerting ause Distributed ause Distributed serviespermitted ClearConn SendUI serviespermitted Answer ClearConn Deflet SendUI Table 5-59 External overflow to another RCG (page 3 of 3) Remark: None Make Preditive Call The Make Preditive Call Servie originates a all between two devies by first reating a onnetion to the alled devie. The servie returns a positive aknowledgment that provides the onnetion at the alled devie. On OpenSape 4000, the alling devie is always an RCG. The alled devie may be any station or trunk. After the alled devie has answered the all, the RCG proeeds with its ART-Table. Usually, the all is either distributed to an agent or diverted to a station. Connetions reated by Make Preditive Call are leared after: the alled party fails to answer within a ertain amount of time the swith has deteted that the alled devie is unable to answer (is busy, for example) Call Senarios Distribution Call Senarios ACDSenarios.fm

132 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Make Preditive Call - to external free devie Make Preditive Call from RCG to external party outside the CSTA subdomain. The external party answers the all, the RCG routes the all to an agent. R1 (alling) (agent) before senario N2 (network devie) (alled) Ativity Monitored Devie R1 (RCG) Monitored Devie N2 (trunk) Monitored Devie (agent) Comments 1. A Make Make Preditive Call - Servie Request Preditive allingdevie R1 Call to a alleddiretorynumber valid devie Make Preditive Call - Positive Response. is invoked on behalf of initiatedcall N2 a RCG 2. RCG devie is initiated Servie Initiated initiatedconnetion R1 initiatingdevie R1 loalconnetioninfo initiated ause makepredcall serviespermitted ClearConn Table 5-60 Make Preditive Call - to external free devie (page 1 of 4) R1 a after senario N2 Call Senarios Distribution Call Senarios ACDSenarios.fm

133 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie R1 (RCG) Monitored Devie N2 (trunk) Monitored Devie (agent) Comments 3. The all Network Reahed Network Reahed leaves the outboundconn N2 outboundconn N2 CSTA NWInterfaeUsed N2 NWInterfaeUsed N2 subdomain allingdevie R1 allingdevie R1 alleddevie alleddevie lastrediretiondev NS lastrediretiondev NS NW-Capability ISDN Publi NW-Capability ISDN Publi loalconnetioninfo initiated loalconnetioninfo onneted ause normal ause normal serviespermitted ClearConn serviespermitted ClearConn, Deflet SendUI 4. is alerted Delivered Delivered onnetion N2 onnetion N2 alertingdevie alertingdevie allingdevie R1 allingdevie R1 alleddevie alleddevie AssCalledDevie N2 AssCalledDevie N2 lastrediretiondev NS lastrediretiondev NS loalconnetioninfo initiated loalconnetioninfo onneted ause networksignal ause networksignal serviespermitted ClearConn serviespermitted ClearConn, Deflet SendUI 5. answers Established Established the all establishedconn N2 establishedconn N2 answeringdevie answeringdevie allingdevie R1 allingdevie R1 alleddevie alleddevie AssCalledDevie N2 AssCalledDevie N2 lastrediretiondev NS lastrediretiondev NS loalconnetioninfo initiated loalconnetioninfo onneted ause networksignal ause networksignal serviespermitted ClearConn, SendUI serviespermitted ClearConn, SendUI Table 5-60 Make Preditive Call - to external free devie (page 2 of 4) Call Senarios Distribution Call Senarios ACDSenarios.fm

134 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie R1 (RCG) Monitored Devie N2 (trunk) Monitored Devie (agent) Comments 6. Call omes Delivered Delivered bak into the onnetion R1 onnetion R1 swithing alertingdevie R1 alertingdevie R1 domain and is delivered allingdevie R1 allingdevie R1 to the RCG alleddevie alleddevie AssCalledDevie N2 AssCalledDevie N2 lastrediretiondev NS lastrediretiondev NS loalconnetioninfo alerting loalconnetioninfo onneted ause enteringdist ause enteringdist serviespermitted ClearConn, SendUI serviespermitted ClearConn SendUI 7. An Available Diverted agent at onnetion Devie is divertingdevie hosen and newdestination the all is diverted to AssCalledDevie that devie. lastrediretiondev loalconnetioninfo ause serviespermitted R1 R1 N2 NS null distributed none 8. is alerted Delivered Delivered onnetion onnetion alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie AssCalledDevie N2 AssCalledDevie N2 lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo alerting ause distributed ause distributed serviespermitted ClearConn SendUI serviespermitted Answer ClearConn Deflet SendUI Table 5-60 Make Preditive Call - to external free devie (page 3 of 4) Please note: the alleddevie is optional and not provided. However, the AssCalledDevie is mandatory for outgoing external alls and therefore provided. Call Senarios Distribution Call Senarios ACDSenarios.fm

135 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie R1 (RCG) Monitored Devie N2 (trunk) Monitored Devie (agent) Comments 9. answers Established Established the all establishedconn establishedconn answeringdevie answeringdevie allingdevie allingdevie alleddevie alleddevie AssCalledDevie N2 AssCalledDevie N2 lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo onneted ause NWSignal ause NWSignal serviespermitted ClearConn, SendUI serviespermitted ClearConn, Consultation, Hold, SST, GenDG, GenTelTone,S endui Table 5-60 Make Preditive Call - to external free devie (page 4 of 4) Remark: None Make Preditive Call - to external busy devie Make Preditive Call to a busy party outside the CSTA subdomain. The all annot be ompleted. R1 (alling) before senario N2 (network devie) (alled) [busy] R1 after senario N2 Call Senarios Distribution Call Senarios ACDSenarios.fm

136 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie R1 Monitored Devie N2 (trunk) Comments 1. A Make Preditive Call to a Make Preditive Call - Servie Request valid devie is invoked on allingdevie R1 behalf of a RCG alleddiretorynumber Make Preditive Call - Positive Response initiatedcall N2 2. RCG devie is initiated Servie Initiated initiatedconnetion R1 initiatingdevie R1 loalconnetioninfo initiated ause makepredcall serviespermitted none 3. The all leaves the CSTA Network Reahed Network Reahed subdomain outboundconn N2 outboundconn N2 NWInterfaeUsed N2 NWInterfaeUsed N2 allingdevie R1 allingdevie R1 alleddevie alleddevie lastrediretiondev NS lastrediretiondev NS NW-Capability ISDN Private NW-Capability ISDN Private loalconnetioninfo initiated loalconnetioninfo onneted ause normal ause normal serviespermitted none serviespermitted none 4. Devie is busy the all Failed Failed annot be ompleted. failedconnetion N2 failedconnetion N2 failingdevie failingdevie allingdevie R1 allingdevie R1 alleddevie alleddevie AssCalledDevie N2 AssCalledDevie N2 lastrediretiondev NS lastrediretiondev NS loalconnetioninfo initiated loalconnetioninfo fail ause busy ause busy serviespermitted none serviespermitted none Table 5-61 Make Preditive Call - to external busy devie (page 1 of 2) Call Senarios Distribution Call Senarios ACDSenarios.fm

137 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie R1 Monitored Devie N2 (trunk) Comments 5. Connetion is leared for Connetion Cleared Connetion Cleared devie droppedconnetion N2 droppedconnetion N2 releasingdevie N2 releasingdevie N2 loalconnetioninfo initiated loalconnetioninfo null ause normalclr ause normalclr serviespermitted none serviespermitted none 6. Connetion is leared for devie (RCG) Remark: None Connetion Cleared droppedconnetion releasingdevie loalconnetioninfo ause serviespermitted R1 R1 null normalclr none Table 5-61 Make Preditive Call - to external busy devie (page 2 of 2) Connetion lears as a result of Make Preditive Call ondition Call Senarios Distribution Call Senarios ACDSenarios.fm

138 RouteServies.fm Call Senarios Route Servies The OpenSape 4000 is apable of allowing an external omputer appliation to influene inoming alls. The appliation may divert inoming alls to a different agent, ACD group, or to another point within the telephone network. If the diverted destination is busy, the OpenSape 4000 allows the omputer appliation further opportunities to reroute the all. For an appliation to influene a all, two requirements must be met. First, the RCG to whih the all was originally destined must be registered by the appliation or the gateway. The seond requirement is that the ACD routing table (ART) within the RCG must have a delay ringbak as its first programmed sequene. The delay ringbak step has a timer assoiated with it that determines the length of time that the appliation may influene the all. If these two requirements are met, the appliation an influene the all. The delay ringbak timer allows the omputer appliation time to influene the routing of the inoming all before the OpenSape 4000 sends the aller ringbak tone. Eah time a all omes into a registered RCG, the OpenSape 4000 sends a Route Request to the gateway, thereby giving the omputer appliation an opportunity to influene the all. The Route Request initiates a routing dialog with the appliation. The gateway has 5 seonds to respond. The response time is measured by a routing timer within the OpenSape If the routing timer expires, the OpenSape 4000 sends the gateway a Route End signal to terminate the routing dialog. If the appliation responds to the OpenSape 4000 Route Request with a Route Selet request within the required time, the OpenSape 4000 attempts to divert the all to the new destination speified by the omputer appliation. If the OpenSape 4000 is suessful in diverting the all, it sends a Route End signal to the appliation, terminating the routing dialog. If the OpenSape 4000 is not suessful in diverting the all to the destination speified by the appliation, suh as when the speified destination is busy, the OpenSape 4000 sends a Re- Route Request to the gateway. The route timer is reset to 5 seonds, and the appliation an initiate a new Route Selet with a new destination. Sometimes, the appliation may not influene the all when it reeives the Route Request from the OpenSape Instead of responding with a Route Selet signal to the OpenSape 4000, it sends a Route End signal terminating the routing dialog. In this instane, the OpenSape 4000 ontinues proessing the inoming all by using the next step on the RCG s ART table. In some ases, the appliation may rejet the inoming all. If the ADR servie is purhased and programmed, the network will rediret the all to another destination at some other loation on the telephone network. The omputer appliation may route the inoming all to another RCG that is different from the RCG that the all was originally destined for. If the seond RCG is registered and has delay ringbak set in its ART table, all proessing will bypass the delay ringbak step and proeed to the next step in the ART table. A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-128

139 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Route Request Senario This senario desribes an event flow of an external inoming all to an RCG that is redireted by the omputer appliation to a different destination. (alling) Ativity Monitored Devie N1 Monitored Devie R2 (RCG) Monitored Devie Comments 1. N1 seized. Servie Initiated 2. N1 ompletes dialling the R2 RCG. before senario N1 (network devie) initiatedconnetion initiatingdevie loalconnetioninfo ause serviespermitted Originated originatedconnetion allingdevie alleddevie loalconnetioninfo ause serviespermitted networkcallingdevie assocallingdevie assocalleddevie N1 N1 initiated normal ClearConn N1 R2 intdnis onneted normal ClearConn N1 R2 intdnis R2 (alled) Table 5-62 Route Request senario (page 1 of 3) after senario N1 a Call Senarios RouteServies.fm

140 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie N1 Monitored Devie R2 (RCG) Monitored Devie Comments 3. The all arrives Delivered Delivered at the RCG. deliveredconnetion R2 deliveredconnetion R2 alertingdevie R2 alertingdevie R2 allingdevie allingdevie alleddevie R2 intdnis alleddevie R2 intdnis lastrediretiondevie NS lastrediretiondevie NS originalnid N1 originalnid N1 loalconnetioninfo onneted loalconnetioninfo alerting ause enterdistribution ause enterdistribution serviespermitted ClearConn, serviespermitted ClearConn, Deflet networkcallingdevie networkcallingdevie assocallingdevie N1 assocallingdevie N1 assocalleddevie R2 intdnis assocalleddevie R2 intdnis 4. Route Request is sent to the Route Request rossrefid 1 appliation to let refereneid 1 the omputing funtion route alleddevie R2 intdnis the all. allingdevie routingdevie R2 routedcall R2 assocallingdevie N1 assocalleddevie R2 intdnis 5. The appliation sends the route Route Selet Request rossrefid 1 destination. routeregisterrequestid 1 routeseleted Table 5-62 Route Request senario (page 2 of 3) Call Senarios RouteServies.fm

141 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie N1 Monitored Devie R2 (RCG) Monitored Devie Comments 6. The routing is Diverted The swithing suessful. divertedconnetion R2 funtion sends the Diverted divertingdevie R2 event only to newdestinationdevie the allingdevie divertingdevi alleddevie R2 intdnis e. lastrediretiondevie NS loalconnetioninfo null ause normal serviespermitted networkcallingdevie assocallingdevie N1 assocalleddevie R2 intdnis 7. alerts. Delivered Delivered The swithing deliveredconnetion deliveredconnetion funtion provides alertingdevie alertingdevie lastrediretio allingdevie allingdevie ndevie NS alleddevie R2 intdnis alleddevie R2 intdnis instead of the lastrediretiondevie NS lastrediretiondevie NS proper value. originalnid N1 originalnid N1 loalconnetioninfo onneted loalconnetioninfo alerting ause distributed ause distributed serviespermitted CallBak, ClearConn, serviespermitted Answer, ClearConn, Deflet, networkcallingdevie networkcallingdevie assocallingdevie N1 assocallingdevie N1 assocalleddevie R2 intdnis assocalleddevie R2 intdnis 8. Route End Request is sent Route End Request rossrefid 1 to the appliation to routeregisterrequestid 1 lose the dialog. Table 5-62 Route Request senario (page 3 of 3) Remark: None Call Senarios RouteServies.fm

142 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Re-Route Request Senario This senario desribes an event flow of an external inoming all to an RCG that is redireted by the omputer appliation to a busy destination and after that, it is rerouted to another destination. No events will be reported for the busy destination. (alling) before senario N1 (network devie) R2 (alled) Ativity Monitored Devie N1 Monitored Devie R2 (RCG) Monitored Devie Comments Steps 1-3 are shown in Route Request Senario on page Route Request Route Request is sent to the rossrefid 1 appliation to let refereneid 1 the omputing alleddevie R2 intdnis funtion route the all. allingdevie routingdevie R2 routedcall R2 assocallingdevie N1 assocalleddevie R2 intdnis 5. The appliation sends the route Route Selet Request rossrefid 1 destination. routeregisterrequestid 1 routeseleted Table 5-63 Re-Route Request senario (page 1 of 3) after senario N1 a Call Senarios RouteServies.fm

143 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie N1 Monitored Devie R2 (RCG) Monitored Devie Comments ReRoute Request rossrefid 1 routeregisterrequestid 1 6. ReRoute Request is sent to the appliation to inform it that the routing destination was busy and to let the omputing funtion hoose a new destination. 7. The appliation sends its other destination. 8. The routing is suessful. Route Selet Request rossrefid 1 routeregisterrequestid 1 routeseleted Diverted divertedconnetion divertingdevie newdestinationdevie allingdevie alleddevie lastrediretiondevie loalconnetioninfo ause serviespermitted networkcallingdevie assocallingdevie assocalleddevie Table 5-63 Re-Route Request senario (page 2 of 3) R2 R2 R2 intdnis NS null normal N1 R2 intdnis The new destination beomes. The swithing funtion sends the Diverted event only to the divertingdevi e. Call Senarios RouteServies.fm

144 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie N1 Monitored Devie R2 (RCG) Monitored Devie Comments 9. alerts. Delivered Delivered The swithing deliveredconnetion deliveredconnetion funtion provides alertingdevie alertingdevie lastrediretio allingdevie allingdevie ndevie NS alleddevie R2 intdnis alleddevie R2 intdnis instead of the lastrediretiondevie NS lastrediretiondevie NS proper value. originalnid N1 originalnid N1 loalconnetioninfo onneted loalconnetioninfo alerting ause distributed ause distributed serviespermitted CallBak, ClearConn, serviespermitted Answer, ClearConn, Deflet, networkcallingdevie networkcallingdevie assocallingdevie N1 assocallingdevie N1 assocalleddevie R2 intdnis assocalleddevie R2 intdnis 10.Route End Request is sent Route End Request rossrefid 1 to the appliation to routeregisterrequestid 1 lose the dialog. Table 5-63 Re-Route Request senario (page 3 of 3) Remark: None Route End Request Senario This senario desribes an event flow of an external inoming all to an RCG for whih the omputer appliation is allowed to influene the destination routing, but the omputer appliation delines to use its rerouting. The next step in the RCG s ACD routing table will be seleted. Ativity Monitored Devie N1 Monitored Devie N2 Comments Steps 1-3 are shown in Route Request Senario on page Table 5-64 Route End Request senario (page 1 of 2) Call Senarios RouteServies.fm

145 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie N1 Monitored Devie N2 Comments 4. Route Request is sent to the Route Request appliation to let the rossrefid 1 omputing funtion route the refereneid 1 all. alleddevie R2 intdnis allingdevie routingdevie R2 routedcall R2 assocallingdevie N1 assocalleddevie R2 intdnis 5. The appliation sends Route End Request. Route End Request rossrefid 1 routeregisterrequestid 1 Table 5-64 Route End Request senario (page 2 of 2) Remark: None Rejet Call Senario The Rejet Call request is sent by the omputer appliation to the swithing funtion during a routing dialog to indiate that the OpenSape 4000 should return busy to the network. If the ustomer has purhased the Alternate Destination Rediretion (ADR) servie from the network, the ADR servie auses the inoming all to be routed to another (preonfigured) destination in the network. Ativity Monitored Devie N1 Monitored Devie R2 (RCG) Comments Steps 1-3 are shown in Route Request Senario on page Table 5-65 Rejet Call senario (page 1 of 2) Call Senarios RouteServies.fm

146 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie N1 Monitored Devie R2 (RCG) Comments 4. Route Request is sent to the Route Request appliation to let the rossrefid 1 omputing funtion route the refereneid 1 all. alleddevie R2 intdnis allingdevie routingdevie R2 routedcall R2 assocallingdevie N1 assocalleddevie R2 intdnis 5. The appliation rejets the all. Rejet Request rossrefid 1 routeregisterrequestid 1 6. Route End Request will be sent to the appliation to Route End Request rossrefid 1 lose the dialog. routeregisterrequestid 1 7. RCG lears the far end will Connetion Cleared Connetion Cleared get busy tone. droppedconnetion R2 droppedconnetion R2 releasingdevie R2 releasingdevie R2 loalconnetioninfo onneted loalconnetioninfo null ause normalclr ause normalclr serviespermitted ClearConn serviespermitted none 8. hungs up. Connetion Cleared droppedconnetion N1 releasingdevie N1 loalconnetioninfo null ause normalclr serviespermitted none Table 5-65 Rejet Call senario (page 2 of 2) Remark: None Call Senarios RouteServies.fm

147 HuntingGroups.fm Call Senarios Hunting Groups (HG) General desription HG Introdution Monitoring of Hunting Groups was provided in a non-standard way in previous versions. Please note that the all-flow has hanged onsiderably! CSTA III (ECMA 269) and the ECMA Call-Senarios do not provide muh information about how devies like HG should be modeled. Therefore it is neessary to desribe the model CA 4000 uses Charateristis of HG A Hunting Group is represented by a logial devie, it does not have a physial appearane. Eah HG is assigned at least one diallable number and a (unique) devie-number. To monitor the HG, the devie-number must be used (similar to RCGs, the number issued by HiPath 4000 must be masked). The mask for HG is 0x It is not possible to monitor the diallable number of a HG. A HG has members and - usually - a queue where inoming alls are queued when no member is available. A monitor on the HG reports events for the HG-Devie only. If an appliation wants to reeive events for the members as well, it is neessary that it monitors all members individually. This is alled the Group-Exlusive-Model. Remark: an appliation may obtain information about the members of a HG by invoking the GetLogialDevieInformation-Request. If only the member of a HG is monitored but not the HG itself, an appliation will be able to tell the differene between a HG-all and a diret all to the member by looking at the event-ause in the Delivered-Event: if the ause is Multi Alert or RemainsInQueue, the all has been distributed by the HG. If a party piks up a HG-all ringing at a HG-member, the appliation needs to interpret the CSTA-CalledDevie to be able to tell whether the all was originally for a HG. Please note: this piee of information is not reliable, beause the alled devie ould be a devie forwarded to the HG. The main task of a HG is the distribution of alls to its members. In most ases, the HG remains involved in the all until the member answers the all or the aller has hung up This means that both the HG and its member are ringing simultaneously. For handling these situations, CSTA III has introdued the new event-ause MultipleAlerting. Please refer to , General Rules onerning Multi-Alert-Situations for more information. A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-137

148 HuntingGroups.fm Call Senarios Deflet and HG The following has to be onsidered when using the Deflet-Call-Request for alls where a HG is involved: For HG, Deflet-Call is only allowed when the all is queued Deflet-Call is not allowed in a Multiple-Alert-Situation (this inludes all devies involved in the all) Speial features of HG HG-member: usually a normal station; the HG distributes inoming alls to its members. The type of distribution (linear, yli) is onfigured in the swith. When a HG-member is ringing with a HG-all, two devies are ringing simultaneously: the HG and the HG-member. This is refleted in the Delivered-Event by the event-ause Multi-Alert. This indiates that the HG is still in ontrol of the all. Please note: a HG-member an be on another node. In that ase the used trunk will be treated as HG-member. Control of the all: the HG remains in ontrol of the all until the all has left the HG for one of the following reasons: the HG-member has answered the all another devie has piked up a all ringing at a HG-member the aller has hung up the all is defleted to another destination (only permitted when the all is in the HGqueue) Hunt Advane: a HG member fails to answer the all in time; the HG releases the devie not answering the all and distributes the all to its next member HG-Queue: if a HG has no member onfigured or if no member is available, the all is queued in the HG-Queue. This is the only situation when HiPath 4000 permits a Deflet from a HG. Overflow-Destination: if the HG-Queue is full, HiPath 4000 seizes the overflow-destination for the HG (if onfigured). In this speial ase, HG withdraws from the all as soon as the overflow-destination starts ringing Known Restritions for HG Event-ause RemainInQ vs. MultiAlert for Non-Group-devie If a all is distributed to a HG or a hunt-advane is performed, the status of the alling devie in the HG remains unhanged: when the aller was queued, the position in the queue is kept. When the alling devie was alerting at the HG, it stays alerting. A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-138

149 HuntingGroups.fm Call Senarios For the Delivered-Event there are two different event-auses that indiate whether the aller is queued or alerting at the Group-Devie: Remains in Queue: the aller was queued before and keeps the position in the queue Multi Alert: the aller was alerting and is still alerting at the HG Event-ause RemainInQ an only be provided for the alling and alled party (= group member) if the HG is monitored. Otherwise, event-ause will be Multi Alert in both ases. This means e.g. that the alling party will reeive a Queued-Event when the all is queued at the group-devie and afterwards a Delivered-Event with event-ause MultiAlert when the all is distributed to the first HG-member, but physially the all will remain in the queue (refer to setion , Internal all to HG, Hunt Advane and setion , Call is queued at HG ) ACD routes MakePreditiveCall-all into a HG If a all generated by Make-Preditive-Call is routed to a HG by the RCG (instead of an agent), the CallingDevie annot be provided any longer as soon as the all hits the Group-Devie and is therefore reported as NotKnown Called-Devie There are situations where CA 4000 reports NotKnown as Called-Devie when a HG is involved. Some of these situations are: SST into a HG Deflet into a HG (when the HG is the first devie to be monitored) General Rules onerning Multi-Alert-Situations What is a Multi-Alert-Situation? Multi-Alerting means that a all is ringing at more than one devies. For HG, this happens when the HG distributes a all to one of its members. Both the member and the Group-Devie are ringing simultaneously (see setion , Internal all to HG, Hunt Advane ) Rules for Multi-Alert-Situations onerning HG Generally, CA 4000 models diversions by sending the Diverted-Event for the Diverting-Devie only. In ase of a suessful diversion, the alling devie and the new destination will reeive a Delivered-Event with LastRediretionDevie = Diverting Devie. Here are some rules CA 4000 uses for handling Diversions / Multi-Alert-situations. Please note: these rules are not desribed in the ECMA CSTA III standard: 1. If a all is ringing at a devie B and CA 4000 sends another Delivered-Event with a new AlertingDevie C, an appliation must infer that a diversion from B to C has taken plae - unless the event ause is MultiAlert. (see rule # 2) Examples: A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-139

150 HuntingGroups.fm Call Senarios Deflet from B to C CallForward-NoAnswer from B to C 2. If the seond Delivered-Event is sent with event-ause MultiAlert, this means that a new alerting devie has been added to the all. In this ase, no diversion has taken plae. Now, more than one devies are ringing simultaneously with the same all. Example: HG distributes the all to its member; both the HG and the member are ringing (see setion , Internal all to HG, Hunt Advane ) 3. If an alerting devie leaves a Multi-Alert-all and redues the Multiple-Alerting to a normal alerting, it depends upon the situation whether Diverted or Conn-Cleared is sent for the devie leaving the all. Diverted is only sent if the all has moved to a new destination that was not involved with the all before. Example: Another party piks up a HG-all ringing at a HG-member (see setion , Pik from HG-member ) In all other situations, a Connetion-Cleared-Event must be sent. Example: The HG leaves the all beause the HG-member has answered the all; a Conn- Cleared has to be sent for the HG (see setion , Internal all to HG, Hunt Advane ). 4. Event-ause RemainsInQueue : in speial situations this event-ause is reported instead of Multi-Alert : whenever a all was plaed in the queue of a HG, the all remains in the queue until the HG leaves the all. In these ases, the event-ause Remains In Queue will be reported instead of Multiple Alerting to show that the all keeps its plae in the queue. (More information about this event ause, refer to setion , Event-ause RemainInQ vs. MultiAlert for Non-Group-devie ) Suessful Group Call (Multiple Alerting with Parallel Ringing) In this senario devie alls a group of distribution mehanism (devie ) with members and D4. There are devies available and the all is suessfully distributed to devies and D4 by the Group itself. A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-140

151 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide (alling) before senario H2 (alled) (member) D4 (member) Ativity Monitored Devie Monitored Devie H2 (HG) Monitored Devie Monitored Devie D4 Comments 1. goes offhook Servie Initiated initiatedconnetion loalconnetioninfo initiated ause normal serviespermitted 2. ompletes dialling HGaess-ode Digits Dialled diallingconnetion diallingdevie (1234) diallingsequene 1234 loalconnetioninfo initiated ause normal Originated originatedconnetion allingdevie alleddevie H2 originatingdevie loalconnetioninfo onneted ause normal serviespermitted Table 5-66 Suessful Group Call (Multiple Alerting with Parallel Ringing) (page 1 of 3) in between a a a H2 D4 after senario H2 D4 Call Senarios HuntingGroups.fm

152 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie H2 (HG) Monitored Devie Monitored Devie D4 Comments 3. The all Delivered Delivered reahes th HG onnetion H2 onnetion H2 alertingdevie H2 alertingdevie H2 allingdevie allingdevie alleddevie H2 alleddevie H2 lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo alerting ause enterdist ause enterdist serviespermitted ClearConn serviespermitted SendUI SendU 4. Call reahes QueuedEvent QueuedEvent the HG queue onnetion H2 onnetion H2 queueddevie H2 queueddevie H2 allingdevie allingdevie alleddevie H2 alleddevie H2 lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo queued 5. The all begins to alert at and D4 ause serviespermitted NoAvail Agents ClearConn SendUI ause serviespermitted NoAvail Agents ClearConn, SendUI DeliveredEvent DeliveredEvent DeliveredEvent DeliveredEvent Please note: onnetion H2 onnetion H2 onnetion onnetion D4 No Deflet is alertingdevie H2 alertingdevie H2 alertingdevie alertingdevie D4 allowed for beause allingdevie allingdevie allingdevie allingdevie this is a alleddevie H2 alleddevie H2 alleddevie H2 alleddevie H2 MultiAlertsitation lastrediretiondev NS lastrediretiondev NS lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo alerting loalconnetioninfo alerting loalconnetioninfo alerting ause MultiAlert ause MultiAlert ause MultiAlert ause MultiAlert serviespermitted ClearConn SendUI serviespermitted serviespermitted SendUI serviespermitted Answer ClearConn SendUI Table 5-66 Suessful Group Call (Multiple Alerting with Parallel Ringing) (page 2 of 3) Answer ClearConn SendUI Call Senarios HuntingGroups.fm

153 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie H2 (HG) Monitored Devie Monitored Devie D4 Comments 6. D4 answers Connetion Cleared Connetion Cleared all - HGdevie droppedconnetion H2 droppedconnetion H2 leaves releasingdevie H2 releasingdevie H2 the all loalconnetioninfo onneted loalconnetioninfo null ause MultiAlert ause MultiAlert serviespermitted ClearConn serviespermitted none Consult, Hold SST GenDg GenTelTon SendUI 7. D4 is Established Established onneted to establishedconn D4 establishedconn D4 the original answeringdevie D4 answeringdevie D4 all allingdevie allingdevie alleddevie H2 alleddevie H2 lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted ClearConn Consult, Hold SST GenDg GenTelTon SendUI serviespermitted ClearConn Consult Hold SST GenDg GenTelTon SendUI 8. Alerting onnetion Connetion Cleared droppedconnetion leard on. releasingdevie loalconnetioninfo Alerting ause CallNotAns wered serviespermitted none Connetion Cleared droppedconnetion releasingdevie loalconnetioninfo null ause normalclr serviespermitted none Table 5-66 Suessful Group Call (Multiple Alerting with Parallel Ringing) (page 3 of 3) Call Senarios HuntingGroups.fm

154 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Internal all to HG, Hunt Advane alls H2 (HG; H2 pilot-number ). HG distributes the all to its member. does not answer; HG performs a Hunt Advane to D4. D4 answers the all. (alling) before senario H2 (alled) (member) D4 (member) Ativity Monitored Devie Monitored Devie H2 (HG) Monitored Devie Monitored Devie D4 Comments 1. goes offhook Servie Initiated initiatedconnetion initiatingdevie loalconnetioninfo initiated ause normal serviespermitted ClearConn, DialDg Table 5-67 Internal all to HG - Hunt-Advane (page 1 of 4) after senario H2 D4 Call Senarios HuntingGroups.fm

155 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie H2 (HG) Monitored Devie Monitored Devie D4 Comments 2. ompletes Digits Dialled dialling HGaess-ode diallingconnetion diallingdevie (1234) diallingsequene 1234 loalconnetioninfo initiated ause normal Originated originatedconnetion allingdevie alleddevie H2 pilot lastrediretiondev NS loalconnetioninfo onneted ause normal serviespermitted ClearConn 3. The all hits Delivered Delivered the Hunt- onnetion H2 onnetion H2 Group-Devie alertingdevie H2 alertingdevie H2 allingdevie allingdevie alleddevie H2 pilot alleddevie H2 pilot lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo alerting ause enterdist ause enterdist serviespermitted ClearConn serviespermitted SendUI SendUI 4. HG distributes Delivered Delivered Delivered Please note: the all to HGmember onnetion onnetion onnetion No Deflet is alertingdevie alertingdevie alertingdevie allowed for beause allingdevie allingdevie allingdevie this is a Multi- alleddevie H2 pilot alleddevie H2 pilot alleddevie H2 pilot Alert-situation lastrediretiondev NS lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo alerting loalconnetioninfo alerting ause multialert ause multialert ause multialert serviespermitted ClearConn SendUI serviespermitted SendUI serviespermitted Answer ClearConn SendUI Table 5-67 Internal all to HG - Hunt-Advane (page 2 of 4) Call Senarios HuntingGroups.fm

156 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie H2 (HG) Monitored Devie Monitored Devie D4 Comments 5. did not Connetion Cleared Connetion Cleared Connetion Cleared answer the droppedconnetion droppedconnetion droppedconnetion all releasingdevie releasingdevie releasingdevie HG performs a Hunt loalconnetioninfo onneted loalconnetioninfo alerting loalconnetioninfo null Advane: ause normalclr ause normalclr ause normalclr is leared serviespermitted ClearConn serviespermitted SendUI serviespermitted none from the all. SendUI 6. The next HGmember Delivered Delivered Delivered D4 is onnetion D4 onnetion D4 onnetion D4 alerted alertingdevie D4 alertingdevie D4 alertingdevie D4 allingdevie allingdevie allingdevie alleddevie H2 pilot alleddevie H2 pilot alleddevie H2 pilot lastrediretiondev NS lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo alerting loalconnetioninfo alerting ause multialert ause multialert ause multialert 7. D4 answers all - HGdevie withdraws from the all serviespermitted ClearConn SendUI serviespermitted ClearConn SendUI serviespermitted Answer ClearConn SendUI Connetion Cleared Connetion Cleared Connetion Cleared HG withdraws droppedconnetion H2 droppedconnetion H2 droppedconnetion H2 from the all as soon as the releasingdevie H2 releasingdevie H2 releasingdevie H2 member answers the all loalconnetioninfo onneted loalconnetioninfo null loalconnetioninfo alerting ause multialert ause multialert ause multialert serviespermitted ClearConn Consult, Hold SST GenDg GenTelTon SendUI serviespermitted none serviespermitted ClearConn Consult Hold SST GenDg GenTelTon SendUI Table 5-67 Internal all to HG - Hunt-Advane (page 3 of 4) Call Senarios HuntingGroups.fm

157 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie H2 (HG) Monitored Devie Monitored Devie D4 Comments 8. D4 is Established Established onneted to establishedconn D4 establishedconn D4 answeringdevie D4 answeringdevie D4 allingdevie allingdevie alleddevie H2 pilot alleddevie H2 pilot lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted ClearConn Consult, Hold SST GenDg GenTelTon SendUI serviespermitted ClearConn Consult Hold SST GenDg GenTelTon SendUI Table 5-67 Internal all to HG - Hunt-Advane (page 4 of 4) Remark: None Call is queued at HG alls H2 (HG; H2 pilot-number). No members are available - the all is queued. Eventually HG-member beomes available. HG distributes the all to. (alling) before senario after senario H2 a q (alled) (member) a H2 Call Senarios HuntingGroups.fm

158 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Please refer to setion , Internal all to HG, Hunt Advane for the event flow that leads to the before -state. Ativity Monitored Devie Monitored Devie H2 (HG) Monitored Devie (member) Comments 1. No member is Queued Queued Deflet: available in the HG, queuedconnetion H2 queuedconnetion H2 This is the the all is queued queue H2 queue H2 only situation where Deflet allingdevie allingdevie from a HG is alleddevie H2 pilot alleddevie H2 pilot possible lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo queued ause NoAgents ause NoAgents serviespermitted ClearConn SendUI serviespermitted Deflet SendUI 2. HG-member beomes available; HG distributes the all to. Table 5-68 Remark: None Delivered Delivered Delivered remainsinq: onnetion onnetion onnetion This ause is alertingdevie alertingdevie alertingdevie only provided if the HG is allingdevie allingdevie allingdevie monitored. If alleddevie H2 pilot alleddevie H2 pilot alleddevie H2 pilot HG is not lastrediretiondev NS lastrediretiondev NS lastrediretiondev NS monitored, loalconnetioninfo onneted loalconnetioninfo queued loalconnetioninfo alerting event-ause ause remainsinq ause remainsinq ause remainsinq multialert will be serviespermitted ClearConn serviespermitted SendUI serviespermitted Answer provided SendUI ClearConn instead. SendUI Internal Call to HG all is queued Call is routed to overflow-destination alls H2 (HG; H2 pilot-number). No member is available, no queue is onfigured for the HG. The all is redireted immediately to the overflow-destination. Call Senarios HuntingGroups.fm

159 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide (alling) Please refer to setion , Internal all to HG, Hunt Advane for the event flow that leads to the before -state. Ativity Monitored Devie Monitored Devie H2 (HG) Monitored Devie Comments 1. HG diverts the all to Diverted the overflowdestination onnetion H2 divertingdevie H2 newdestination allingdevie alleddevie H2 pilot lastrediretiondev NS loalconnetioninfo null ause overflow serviespermitted none 2. The overflowdestination Delivered Delivered is rung onnetion onnetion alertingdevie alertingdevie allingdevie allingdevie alleddevie H2 pilot alleddevie H2 pilot lastrediretiondev H2 lastrediretiondev H2 loalconnetioninfo onneted loalconnetioninfo alerting ause overflow ause overflow serviespermitted ClearConn CallBak SendUI serviespermitted Answer ClearConn Deflet SendUI Table 5-69 Remark: before senario a H2 (alled) Internal Call to HG redireted to overflow-destination (overflow-destination) after senario a H2 Call Senarios HuntingGroups.fm

160 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Please note that the all-senario is different if a queue is onfigured for the HG, but the queue is full: in that ase, HiPath 4000 treats the senario as if the HG was forwarded immediately to the overflow-destination Transfer Ringing into HG is in a two-party onversation with (Call-Id ) and has initiated a onsultation to H3 (HG; H3-pilot-number) (Call- Id C2), HG rings its member D4. While both H3 and D4 are ringing (Multi-Alert), transfers the all (Call-Id C3). (transferring) before servie h C2 a a (transferred) H3 (transferred-to) D4 (member) after servie C3 a a H3 D4 Call Senarios HuntingGroups.fm

161 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Monitored Devie H3 (HG) Monitored Devie D4 (member) Comments 1. transfers Transferred Transferred Transferred Transferred Conn-List: the all primaryoldcall primaryoldcall primaryoldcall H3C2 primaryoldcall D4C2 For the HG seondaryoldcall C2 (H3) and its member D4, transferringdevie transferringdevie transferringdevie transferringdevie both H3 and transferreddevie H3 transferreddevie H3 transferreddevie H3 transferreddevie H3 D4 are shown TransferConnList 1.new / old 2. new 3. new (C3) / () (D4C3) (H3C3) TransferConnList: 1.new / old 2. new / old 3. new / old (C3) / () (D4C3) / (D4C2) (H3C3) / TransferConnList: 1.new 2. new / old 3. new / old (C3) (D4C3) / (D4C2) (H3C3) / (H3C2) TransferConnList: 1.new 2. new / old 3. new / old (C3) (D4C3) / (D4C2) (H3C3) / (H3C2) as old Conn- Ids in the list, beause they belong to the same all (H3C2) loalconnetioninfo onneted loalconnetioninfo null loalconnetioninfo alerting loalconnetioninfo alerting ause Transfer ause Transfer ause Transfer ause Transfer Table 5-70 Remark: serviespermitted ClearConn, SendUI Consultation to HG - Transfer ringing If D4 does not answer the all, HiPath 4000 will not perform a Transfer-Reall as would be the ase in a Transfer-senario without a Group-Devie Pik from HG-member serviespermitted none serviespermitted SendUI serviespermitted Answer ClearConn SendUI alls H2 (HG; H2 pilot-number), HG distributes the all to its member. While is ringing, D4 piks the all. Call Senarios HuntingGroups.fm

162 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide (alling) before senario Please refer to setion , Internal all to HG, Hunt Advane for the event flow that leads to the before -state. Ativity Monitored Devie Monitored Devie H2 (HG) Monitored Devie (member) Monitored Devie D4 Comments 1. D4 piks all Connetion Cleared Connetion Cleared Connetion Cleared from - droppedconnetion H2 droppedconnetion H2 droppedconnetion H2 First, the releasingdevie H2 releasingdevie H2 releasingdevie H2 Hunt-Group- Devie leaves loalconnetioninfo onneted loalconnetioninfo null loalconnetioninfo alerting the all ause normalclr ause normalclr ause normalclr serviespermitted ClearConn Consult, Hold SST GenDg GenTelTon SendUI serviespermitted none serviespermitted none Table 5-71 Pik from HG-member(page 1 of 2) a a H2 (alled) (member) D4 after senario H2 D4 Call Senarios HuntingGroups.fm

163 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie H2 (HG) Monitored Devie (member) Monitored Devie D4 Comments 2. The all is Diverted diverted from onnetion member to divertingdevie D4 newdestination D4 allingdevie alleddevie H2 pilot lastrediretiondev NS loalconnetioninfo null ause pik serviespermitted none 3. D4 is Established Established onneted to establishedconn D4 establishedconn D4 answeringdevie D4 answeringdevie D4 allingdevie allingdevie alleddevie H2 pilot alleddevie H2 pilot lastrediretiondev lastrediretiondev loalconnetioninfo onneted loalconnetioninfo onneted ause pik ause pik Remark: None serviespermitted ClearConn Consult, Hold SST GenDg GenTelTon SendUI Table 5-71 Pik from HG-member(page 2 of 2) serviespermitted ClearConn Consult, Hold SST GenDg GenTelTon SendUI Call Senarios HuntingGroups.fm

164 GeneralAttendant.fm Call Senarios General Attendant (GA) General desription GA Introdution Monitoring of General Attendant (former Attendant Queue ) was provided in a non-standard way in previous versions. Please note that the all-flow has hanged onsiderably! CSTA III (ECMA 269) and the ECMA Call-Senarios do not provide muh information about how devies like GA should be modeled. Therefore it is neessary to desribe the model CA 4000 uses Charateristis of GA The basi harateristis for GA are the same as for the HG. Please refer to setion , Charateristis of HG for more information. The mask used for monitoring is 0x Deflet and GA The following has to be onsidered when using the Deflet-Call-Request for alls where GA is involved: Deflet is never allowed from the GA Deflet-Call is not allowed in a Multiple-Alert-Situation (this inludes all devies involved in the all) Different types of GA There are two different types of GA. They differ in how the alls are distributed to their members (Attendant Console or ACs) and the number of queues provided: GA2Q GAMQ GA2Q 2Q means Double Queue. It provides 2 queues: for external alls (German: Amt ) for internal alls (German: Melde ) The distributing mehanism is similar to the Hunt-Groups - please refer to setion , General desription HG for more details GAMQ MQ means Multi Queue. This GA an have up to 12 queues onfigured. It depends upon Hi- Path 4000-onfiguration, whih alls are plaed in whih queue. A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-154

165 GeneralAttendant.fm Call Senarios The alls are not distributed by GAMQ, but every all is queued. The ACs pik the alls from the queue. This results in a different CSTA-event-flow when ompared with GA2Q: Beause all alls are queued in GAMQ, the event-ause for the Queued-Event is always normal (not noavailagents like for GA2Q or HG). Diverted-Event for GA when AC piks up all (event-ause = distributed) (the AC is a new destination for the all, therefore a Diverted-Event). Delayed Delivered-Event for GA after piking up (with LastRedir = GA), immediately followed by an Established-Event Please refer to setion , Internal all to GA2Q for more information Speial Features of GA The following features are similar to HG and therefore not desribed in detail: Members: the members of a GA are Attendant Consoles (AC or ATC) Control of the all: like for HG, the GA remains in ontrol of the all until the all is either suessfully distributed or torn down. One exeption is night-servie: there are ertain types of night-servie where GA leaves the all as soon as the night-destination starts ringing (for more details refer to setion , Night-servie ). Queues: A GA usually has more than one queues. A Deflet from the GA-Queue is never permitted. (Refer to setions , GA2Q and , GAMQ for more information) The following features are speial GA-features: Interept Interept is an important feature for the GA. Here a few examples when interept may our: A alls B, B does not answer; the all is interepted to GA without parallel all: B stops ringing (pratially a diversion of the all) with parallel all: after the all has been interepted to GA, B keeps ringing. If it is an GA2Q, 3 devies may be ringing at the same time: B, GA and AC. Whoever answers the all first (B or AC) is onneted to the all, all other onnetions are leared. A alls B, B is busy; the all is interepted to GA A dials an invalid extension, an inomplete extension or no extension at all; the all is interepted to GA. Please note: the dialled-digits will be shown as CalledDevie in all subsequent events. If no digits were dialled (no extension), CallBridge will report NotKnown. A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-155

166 GeneralAttendant.fm Call Senarios When and if a all is interepted depends upon HiPath 4000-onfiguration. Beause CSTA III does not provide an appropriate event-ause for interept, an appliation must infer from the event-flow that interept has oured. (See example-event-flows in setions to ) Night-servie After the last AC goes out-of-servie, the GA swithes to night-mode. There are different kinds of night-servie (the desired kind of night-servie an be onfigured on the swith): Centralized attendant internal (ZVFINT) The GA (GA1) is forwarded to another GA (GA2) in the same node. GA1 leaves the all as soon as the all is diverted to GA2. Centralized attendant external (ZVFEXT) The GA (GA1) is forwarded to another GA (GA2) in another node. GA1 remains involved in the all until an AC on GA2 answers the all. Loal night station(s) The GA forwards inoming alls to nightstations (DIGITEs, ANATEs) in the same node. If all night stations are busy, the all remains in the queue of the GA. As soon as the nightstation starts ringing, the GA is not involved in the all any more. This is different to dayservie, when GA remains involved until the AC answers the all Universal night answer ( Allgemeines Abfragen ) A speial UNA-devie (e.g. a bell) is onfigured, to whih all inoming alls are forwarded. Subsribers (e.g. DIGITEs) an pik up alls from the UNA-devie. The UNA-devie is a so-alled speialdevie - this devie is represented by a devie-number with the mask 0x0a Please note: this speialdevie annot be monitored!. GA leaves the all as soon as the UNA-devie starts ringing. No destination onfigured ( Leervariante ) Inoming alls are queued in GA and remain queued until they either hang up, or an AC beomes available (day servie is started) Trunk Night Servie (TNS) A speifi trunk has its own night destination onfigured. An inoming all is forwarded to this destination (on the same node or another node). In this ase, the GA is only involved in the all if the individual TNS destination is busy Realls to GA There are different reasons why a reall to GA ours: Serial Reall: Example: A and B are onneted, the onnetion was formerly established by an AC using the serial all feature. When B goes onhook, A (=alling party) seizes the GA immediately again. A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-156

167 GeneralAttendant.fm Call Senarios Trunk to trunk supervision Example: If two trunks without disonnet supervision are onneted, HiPath 4000 annot lear this all properly. Therefore HiPath 4000 starts a timer. Whenever this timer expires, a reall to the GA is started. The AC listens in on the all and deides whether to disonnet the all or not. Transfer Reall: Example: A alls GA, an AC transfers the all to B. B does not answer - the GA is realled. Park Reall: Example: An AC parks a all with B (direted all park). The Park-Timer expires, B starts ringing. The Reall-Timer expires - the GA is realled Personal alls All personal alls to the AC are handled via the GA. In previous swith-versions, personal alls to the AC did not involve the group-devie De-Queueing of alls GA is apable of removing alls from its queue without tearing down the all. Whenever GA dequeues a all, the alling party is in the state Waits for plae in queue. This state is similar to the originated state. A Conn-Cleared-Event is sent for the monitor of GA and the alling devie to show this situation. When the all is finally aepted by GA, a Delivered-Event is sent. OpenSape 4000 has lost information of the history of the all - it will be shown as if the all has diretly dialled the GA (no LastRediretionDevie, no speial event-ause, et.) Diversion to GA fails When all ACs are busy, no plae is available in the queue and no overflow-destination is onfigured, GA rejets alls that are diverted. After the rejetion of GA, the all is in the state Waits for plae in queue. Here is a list of some situations where this might happen: A ringing at B, reall to GA, no parallel all, GA rejets all A ringing at B, CF-NA to GA, no parallel all, GA rejets all A ringing at B, Interept to GA, no parallel all, GA rejets all In these ases, CA 4000 sends a Diverted-Event for the diverting party (B). No event is generated for the alling party (A). The next event the alling party will reeive is the Delivered-Event when the all is finally aepted by GA (in this speial ase, LastRediretionDevie will be NS beause the history of the all is no longer available for HiPath 4000). A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-157

168 GeneralAttendant.fm Call Senarios Speed extend from Attendant Console Attendant onsole is able to speed transfer a onneted all. The event flow is modelled like a single step transfer, without request and response involved. There are no events showing the speed dial of the destination. Tis is valid also for Attendant Console Light. In ase of unsuessful speed extend the all remains as it was before, no events will be provided unless the all was offered to the destination. The all flow for the speed extend to a busy destination with offered mode ativated is the same as the single step transfer attempt to a busy destination with offered mode ativated Known Restritions for GA The restritions are the same as for HG, please refer to setion , Known Restritions for HG General Rules onerning Multi-Alert-Situations for GA The same general rules as for HG apply for GA (please refer to setion , General Rules onerning Multi-Alert-Situations for GA ). Additional situations where Multi-Alert may our for GA are: Interept with parallel all to the GA. Both the interepted devie and the GA are ringing. If GA distributes the all to one of its members, 3 devies are ringing at the same time. (see setion , Interept with parallel all to GA2Q ) Reall to the GA with parallel all: a all that has been transferred by an AC is not answered => a reall to the GA is performed Additional rules for GA: 1. Whenever a devie leaves a all and the all remains in a Multiple-Alerting-Situation, a Conn-Cleared-Event must be sent. Example: Interept with parallel all, three devies are ringing simultaneously (B, GA and AC), AC goes out-of-servie, therefore the AC is dropped from the all 2. If a devie leaves a all, leaving the all in Multiple-Alerting-Situation and another devie joins the all in one step (e.g. overflow from one GA to another GA during Multiple-Alerting), this is not shown as a Diversion, but as one devie leaving the all (Conn-Cleared) and another devie added to the all (Delivered-Event with LastRediretion=NS and eventause=multialert). It would be wrong to send a Diverted-Event, beause this would violate the rule that a diversion has not taken plae when event-ause is Multi-Alert (see rule # 2 in setion , General Rules onerning Multi-Alert-Situations ). The remaining devies need to be informed that a devie has left the all - this is done by sending a Connetion-Cleared event to all remaining devies. Example: A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-158

169 GeneralAttendant.fm Call Senarios A alls B, all is interepted to GA1 with parallel all, no AC is free, the all is queued at GA1. After an overflow timer expires, the all is diverted to GA2. In this ase, a Conn-Cleared-Event is sent for GA1 and Delivered-Event for GA2, but no Diverted- Event (see setion , Interept with parallel all, all is routed to another GA after timeout ) Internal all to GA2Q The senario is idential to the HG-senario; please refer to Setion , Internal all to HG, Hunt Advane for more information (please note that a Hunt-Advane as shown in this senario is usually not performed at a GA-devie). A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-159

170 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Internal all to GAMQ alls G2 (GAMQ, internal attendant aess ode: G2-int), the all is queued. (AC) piks the all from the queue. (alling) before senario G2 (alled) (AC) Ativity Monitored Devie Monitored Devie G2 (GAMQ) Monitored Devie (AC) Comments 1. goes off-hook. Servie Initiated initiatedconnetion initiatingdevie loalconnetioninfo initiated ause normal serviespermitted ClearConn DialDg 2. ompletes dialling the internal Digits Dialled diallingconnetion attendant aess diallingdevie ode..(1234) diallingsequene 1234 loalconnetioninfo initiated ause normal serviespermitted none Originated originatedconnetion allingdevie alleddevie G2-int lastrediretiondev NS loalconnetioninfo onneted ause normal serviespermitted ClearConn Table 5-72 Internal Call to GAMQ (page 1 of 3) after senario G2 Call Senarios GeneralAttendant.fm

171 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie G2 (GAMQ) Monitored Devie (AC) Comments 3. The all hits the Delivered Delivered GAMQ. onnetion G2 onnetion G2 alertingdevie G2 alertingdevie G2 allingdevie allingdevie alleddevie G2-int alleddevie G2-int lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo alerting ause enterdist ause enterdist serviespermitted ClearConn serviespermitted SendUI 4. The all is queued at Queued Queued ause = GAMQ queuedconnetion G2 queuedconnetion G2 normal: beause all queue G2 queue G2 Please note: all alls alls are allingdevie allingdevie are queued at GAMQ. queued at alleddevie G2-int alleddevie G2-int GAMQ does not GAMQ, distribute alls, but the lastrediretiondev NS lastrediretiondev NS event-ause ACs pik the alls from loalconnetioninfo onneted loalconnetioninfo queued is normal the queue ause normal ause normal instead of noagents serviespermitted ClearConn serviespermitted SendUI SendUI 5. AC piks the all from the queue - Diverted onnetion G2 first, the all is divertingdevie G2 diverted from the GAMQ newdestination allingdevie alleddevie G2-int lastrediretiondev NS loalconnetioninfo null ause distributed serviespermitted none Table 5-72 Internal Call to GAMQ (page 2 of 3) Call Senarios GeneralAttendant.fm

172 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie G2 (GAMQ) Monitored Devie (AC) Comments 6. The all arrives at Delivered Delivered A delayed the AC. onnetion onnetion Delivered- Event is sent alertingdevie alertingdevie for the AC allingdevie allingdevie after the AC alleddevie G2-int alleddevie G2-int piks the all. lastrediretiondev G2 lastrediretiondev G2 loalconnetioninfo onneted loalconnetioninfo alerting ause distributed ause distributed serviespermitted ClearConn serviespermitted SendUI Consult Hold SST GenDg GenTelTon SendUI 7. The all is Established Established established. establishedconn establishedconn answeringdevie answeringdevie allingdevie allingdevie alleddevie G2-int alleddevie G2-int lastrediretiondev G2 lastrediretiondev G2 loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted ClearConn Consult Hold SST GenDg GenTelTon SendUI serviespermitted SendUI Table 5-72 Internal Call to GAMQ (page 3 of 3) Overflow from one GA to another GA External aller alls G2 (GAMQ, external attendant aess ode: G2-ext). The queue of GAMQ is full, G3 (GA2Q) is onfigured as overflow destination. The all is immediately forwarded to GA2Q (before it is queued at the GAMQ). Call Senarios GeneralAttendant.fm

173 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide (alling) before senario N1 (network devie) Please refer to setion , Internal all to GAMQ for the event flow that leads to the before -state. Ativity Monitored Devie N1 Monitored Devie G2 (GA1) Monitored Devie G3 (GA2) Comments 1. The queue of Diverted is full, the all is onnetion G2 diverted divertingdevie G2 immediately to the newdestination overflow destination allingdevie alleddevie G2-ext AssCallingDevie N1 NWCallingDevie lastrediretiondev NS loalconnetioninfo null ause overflow serviespermitted none Table 5-73 Overflow from one GA to another GA (page 1 of 2) a G2 (alled) G3 (overflow-destination) after senario N1 G2 a G3 Call Senarios GeneralAttendant.fm

174 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie N1 Monitored Devie G2 (GA1) Monitored Devie G3 (GA2) Comments 2. Overflowdestination Delivered Delivered is onnetion G3 onnetion G3 rung alertingdevie G3 alertingdevie G3 allingdevie allingdevie alleddevie G2-ext alleddevie G2-ext OrigNIDConn N1 OrigNIDConn N1 NWCallingDevie NWCallingDevie AssCallingDevie N1 AssCallingDevie N1 lastrediretiondev G2 lastrediretiondev G2 loalconnetioninfo onneted loalconnetioninfo alerting ause overflow ause overflow serviespermitted ClearCall SendUI serviespermitted SendUI Table 5-73 Overflow from one GA to another GA (page 2 of 2) Remark: None Interept without parallel all to GA2Q An external aller (diretory-number ) alls via the network-interfae N1 (trunk). does not answer the all. After a timeout, the all is interepted without parallel all to the GA (G3). GA distributes the all to the AC D4. Call Senarios GeneralAttendant.fm

175 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide (alling) before senario N1 (network devie) Ativity Monitored Devie N1 Monitored Devie Monitored Devie G3 (GA) Monitored Devie D4 (AC) Comments 1. The all was Diverted previously onnetion ringing at. divertingdevie Interept-timer newdestination G3 has expired, the all is alleddevie interepted without lastrediretiondev NS loalconnetioninfo null parallel all to ause allnotansw the GA ered serviespermitted none Table 5-74 Interept without parallel all to GA2Q (page 1 of 2) a (alled) G3 D4 (AC) after senario N1 a a G3 D4 Call Senarios GeneralAttendant.fm

176 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie N1 Monitored Devie Monitored Devie G3 (GA) Monitored Devie D4 (AC) Comments 2. The GA is Delivered Delivered alerted onnetion G3 onnetion G3 alertingdevie G3 alertingdevie G3 allingdevie allingdevie alleddevie alleddevie OrigNIDConn N1 OrigNIDConn N1 NWCallingDevie NWCallingDevie AssCallingDevie N1 AssCallingDevie N1 lastrediretiondev lastrediretiondev loalconnetioninfo onneted loalconnetioninfo alerting ause enterdist ause enterdist serviespermitted ClearCall serviespermitted SendUI SendUI 3. GA2Q Delivered Delivered Delivered distributes all onnetion D4 onnetion D4 onnetion D4 to AC alertingdevie D4 alertingdevie D4 alertingdevie D4 allingdevie allingdevie allingdevie alleddevie alleddevie alleddevie OrigNIDConn N1 OrigNIDConn N1 OrigNIDConn N1 NWCallingDevie NWCallingDevie NWCallingDevie AssCallingDevie N1 AssCallingDevie N1 AssCallingDevie N1 lastrediretiondev NS lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo alerting loalconnetioninfo alerting ause multialert ause multialert ause multialert serviespermitted ClearConn SendUI serviespermitted SendUI serviespermitted SendUI Table 5-74 Interept without parallel all to GA2Q (page 2 of 2) Remark: None Interept with parallel all to GA2Q An external aller (diretory-number ) alls via the network-interfae N1 (trunk). does not answer the all. After a timeout, the all is interepted with parallel all to the GA (). GA distributes the all to AC D4. Call Senarios GeneralAttendant.fm

177 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide (alling) before senario N1 (network devie) Ativity Monitored Devie N1 Monitored Devie Monitored Devie G3 (GA) Monitored Devie D4 (AC) Comments 1. The all was Delivered Delivered Delivered previously onnetion G3 onnetion G3 onnetion G3 ringing at alertingdevie G3 alertingdevie G3 alertingdevie G3 Interept-timer allingdevie allingdevie allingdevie has expired, the all is alleddevie alleddevie alleddevie interepted to OrigNIDConn N1 OrigNIDConn N1 OrigNIDConn N1 GA (with NWCallingDevie NWCallingDevie NWCallingDevie parallel all), AssCallingDevie N1 AssCallingDevie N1 AssCallingDevie N1 the GA is lastrediretiondev NS lastrediretiondev NS lastrediretiondev NS alerted loalconnetioninfo onneted loalconnetioninfo alerting loalconnetioninfo alerting ause multialert ause multialert ause multialert serviespermitted ClearCall SendUI serviespermitted Answer ClearCall SendUI serviespermitted SendUI Table 5-75 Interept with parallel all to GA2Q (page 1 of 2) a (alled) G3 D4 (AC) after senario N1 a a a G3 D4 Call Senarios GeneralAttendant.fm

178 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie N1 Monitored Devie Monitored Devie G3 (GA) Monitored Devie D4 (AC) Comments 2. GA2Q Delivered Delivered Delivered Delivered distributes all onnetion D4 onnetion D4 onnetion D4 onnetion D4 to AC alertingdevie D4 alertingdevie D4 alertingdevie D4 alertingdevie D4 allingdevie allingdevie allingdevie allingdevie alleddevie alleddevie alleddevie alleddevie OrigNIDConn N1 OrigNIDConn N1 OrigNIDConn N1 OrigNIDConn N1 NWCallingDevie NWCallingDevie NWCallingDevie NWCallingDevie AssCallingDevie N1 AssCallingDevie N1 AssCallingDevie N1 AssCallingDevie N1 lastrediretiondev NS lastrediretiondev NS lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo alerting loalconnetioninfo alerting loalconnetioninfo alerting ause multialert ause multialert ause multialert ause multialert serviespermitted ClearConn SendUI serviespermitted Answer ClearCall SendUI serviespermitted SendUI serviespermitted SendUI Table 5-75 Interept with parallel all to GA2Q (page 2 of 2) Remark: Immediately after the AC has answered the all, it automatially seizes again in a onsultation-all (a new all-id will be reated) Interept with parallel all to GAMQ An external aller (diretory-number ) alls via the network-interfae N1 (trunk). does not answer the all. After a timeout, the all is interepted with parallel all to the GA (G3). The Attendant Console D4 answers the all. Call Senarios GeneralAttendant.fm

179 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide (alling) before senario N1 (network devie) Ativity Monitored Devie N1 Monitored Devie Monitored Devie G3 (GA) Monitored Devie D4 (AC) Comments 1. The all was Delivered Delivered Delivered prevoiusly onnetion G3 onnetion G3 onnetion G3 ringing at. alertingdevie G3 alertingdevie G3 alertingdevie G3 Interept-timer allingdevie allingdevie allingdevie has expired, the all is alleddevie alleddevie alleddevie interepted to OrigNIDConn N1 OrigNIDConn N1 OrigNIDConn N1 GAMQ (with NWCallingDevie NWCallingDevie NWCallingDevie parallel all), AssCallingDevie N1 AssCallingDevie N1 AssCallingDevie N1 the GAMQ is lastrediretiondev NS lastrediretiondev NS lastrediretiondev NS alerted loalconnetioninfo onneted loalconnetioninfo alerting loalconnetioninfo alerting ause multialert ause multialert ause multialert serviespermitted ClearCall SendUI serviespermitted Answer ClearCall SendUI serviespermitted SendUI Table 5-76 Interept with parallel all to GAMQ (page 1 of 3) a (alled) G3 D4 (AC) after senario N1 G3 D4 Call Senarios GeneralAttendant.fm

180 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie N1 Monitored Devie Monitored Devie G3 (GA) Monitored Devie D4 (AC) Comments 2. Call is queued Queued Queued Queued at GAMQ queuedconnetion G3 queuedconnetion G3 queuedconnetion G3 queue G3 queue G3 queue G3 allingdevie allingdevie allingdevie alleddevie alleddevie alleddevie NWCallingDevie NWCallingDevie NWCallingDevie AssCallingDevie N1 AssCallingDevie N1 AssCallingDevie N1 lastrediretiondev NS lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo alerting loalconnetioninfo queued ause normal ause normal ause normal serviespermitted ClearConn serviespermitted Answer serviespermitted SendUI SendUI ClearConn SendUI 3. AC piks - Connetion Cleared Connetion Cleared Connetion Cleared leaves the droppedconnetion droppedconnetion droppedconnetion all releasingdevie releasingdevie releasingdevie loalconnetioninfo onneted loalconnetioninfo null loalconnetioninfo queued ause normalclr ause normalclr ause normalclr serviespermitted ClearConn serviespermitted none serviespermitted SendUI SendUI 4. The all is diverted from Diverted onnetion G3 GAMQ divertingdevie G3 newdestination D4 allingdevie alleddevie lastrediretiondev NS loalconnetioninfo null ause distributed serviespermitted none Table 5-76 Interept with parallel all to GAMQ (page 2 of 3) Call Senarios GeneralAttendant.fm

181 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie N1 Monitored Devie Monitored Devie G3 (GA) Monitored Devie D4 (AC) Comments 5. The all Delivered Delivered arrives at the onnetion D4 onnetion D4 AC. alertingdevie D4 alertingdevie D4 allingdevie allingdevie alleddevie alleddevie OrigNIDConn N1 OrigNIDConn N1 NWCallingDevie NWCallingDevie AssCallingDevie N1 AssCallingDevie N1 lastrediretiondev G3 lastrediretiondev G3 loalconnetioninfo onneted loalconnetioninfo alerting ause distributed ause distributed serviespermitted ClearConn serviespermitted SendUI SendUI 6. The all is Established Established established establishedconn D4 establishedconn D4 answeringdevie D4 answeringdevie D4 allingdevie allingdevie alleddevie alleddevie OrigNIDConn N1 OrigNIDConn N1 NWCallingDevie NWCallingDevie AssCallingDevie N1 AssCallingDevie N1 lastrediretiondev G3 lastrediretiondev G3 loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted ClearConn SendUI serviespermitted SendUI Table 5-76 Interept with parallel all to GAMQ (page 3 of 3) Remark: Immediately after the AC has answered the all, it automatially seizes again in a onsultation-all (a new all-id will be reated). Call Senarios GeneralAttendant.fm

182 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Interept with parallel all, all is routed to another GA after timeout An external aller (diretory-number ) alls via the network-interfae N1 (trunk). does not answer the all. After a timeout, the all is interepted with parallel all to G3 (GA2Q) and queued there. The all is not answered by an AC within a ertain amount of time; after a time-out, the all is overflown to GA4 (GAMQ). (alling) before senario N1 (network devie) q a (alled) G3 G4 (overflow-destination) after senario N1 a a G3 G4 Call Senarios GeneralAttendant.fm

183 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie N1 Monitored Devie Monitored Devie G3 (GA2Q) Monitored Devie G4 (GAMQ) Comments 1. The all was Connetion Cleared Connetion Cleared Connetion Cleared Please note: queued at droppedconnetion G3 droppedconnetion G3 droppedconnetion G3 no Diverted- GA2Q due to Event is sent releasingdevie G3 releasingdevie G3 releasingdevie G3 interept with for G3 parallel all - loalconnetioninfo onneted loalconnetioninfo alerting loalconnetioninfo null beause the an overflowtimer ause normalclr ause normalclr ause normalclr all remains elapses, serviespermitted ClearCall serviespermitted ClearConn serviespermitted none MultiAlert all G3 withdraws from the all. SendUI Answer SendUI the time (G3 leaves the all and D4 joins the all). (Please refer to setion , General Rules onerning Multi-Alert- Situations for GA for more information). 2. Overflowdestination Delivered Delivered Delivered G4 onnetion G4 onnetion G4 onnetion G4 is added to alertingdevie G4 alertingdevie G4 alertingdevie G4 the all. allingdevie allingdevie allingdevie alleddevie alleddevie alleddevie OrigNIDConn N1 OrigNIDConn N1 OrigNIDConn N1 NWCallingDevie NWCallingDevie NWCallingDevie AssCallingDevie N1 AssCallingDevie N1 AssCallingDevie N1 lastrediretiondev lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo alerting loalconnetioninfo alerting ause multialert ause multialert ause multialert Table 5-77 Remark: None serviespermitted ClearCall SendUI serviespermitted Interept with parallel all to GA2Q ClearConn Answer SendUI serviespermitted SendUI Call Senarios GeneralAttendant.fm

184 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Trunk-to-trunk supervision Two NIDs (trunks) without disonnet supervision are onneted to eah other (Call-Id C2). When the supervision timer expires for N1, a reall to the GA is exeuted, an AC answers the all. (alling) before senario N1 N2 (network devie) (network devie) (alled) Ativity Monitored Devie N1 (trunk1) Monitored Devie N2 (trunk2) Monitored Devie G3 (GA) Monitored Devie D4 (AC) Comments 1. Supvervision No event No event Delivered No events are timer expires onnetion G3C2 sent for the for N1(trunk 1) alertingdevie G3 trunks - this is non-standardbehaviour. (as allingdevie alleddevie is the ase for OrigNIDConn N1C2 all overridesenarios). NWCallingDevie AssCallingDevie N1 lastrediretiondev NS loalconnetioninfo alerting ause enterdist serviespermitted SendUI Table 5-78 Trunk to trunk supervision (page 1 of 2) G3 D4 (AC) after senario N1 N2 C2 G3 D4 Call Senarios GeneralAttendant.fm

185 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie N1 (trunk1) Monitored Devie N2 (trunk2) Monitored Devie G3 (GA) Monitored Devie D4 (AC) Comments 2. AC is rung No event No event Delivered Delivered 3. D4 answers all - GA withdraws from the all 4. D4 is onneted to Remark: After having answered the all, the AC listens in on the all (like in an override situation) and deides whether to tear down the all or leave it Night-Servie: General Night Station answers onnetion D4C2 onnetion D4C2 alertingdevie D4 alertingdevie D4 allingdevie allingdevie alleddevie alleddevie OrigNIDConn N1C2 OrigNIDConn N1C2 NWCallingDevie NWCallingDevie AssCallingDevie N1 AssCallingDevie N1 lastrediretiondev NS loalconnetioninfo alerting lastrediretiondev NS loalconnetioninfo alerting ause multialert ause multialert serviespermitted SendUI serviespermitted SendUI No event No event Connetion Cleared Connetion Cleared droppedconnetion G3C2 droppedconnetion G3C2 releasingdevie G3 releasingdevie G3 loalconnetioninfo null loalconnetioninfo alerting ause multialert ause multialert serviespermitted none serviespermitted SendUI No event No event Established establishedconn D4C2 answeringdevie D4 allingdevie alleddevie lastrediretiondev NS loalconnetioninfo onneted ause normal serviespermitted SendUI Table 5-78 Trunk to trunk supervision (page 2 of 2) alls G2 (GA2Q, internal attendant aess ode: G2-int), the GA is in night-mode (General Night Servie, GNS). The all is routed to the night-station. Call Senarios GeneralAttendant.fm

186 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide (alling) Please refer to setion , Internal all to HG, Hunt Advane for the event flow that leads to the before -state. Ativity Monitored Devie Monitored Devie G2 (GA2Q) Monitored Devie Comments 1. The all was Diverted Please note: prevously alerting at onnetion G2 A Divertedthe GA. GA diverts divertingdevie G2 Event is sent the all to the nightstation beause the newdestination all leaves the allingdevie GA as soon alleddevie G2-int as the nightstation lastrediretiondev NS starts loalconnetioninfo null ringing. ause Cf-NA serviespermitted none 2. The night station is Delivered Delivered rung onnetion onnetion alertingdevie alertingdevie allingdevie allingdevie alleddevie G2-int alleddevie G2-int lastrediretiondev G2 lastrediretiondev G2 loalconnetioninfo onneted loalconnetioninfo alerting ause Cf-NA ause Cf-NA serviespermitted ClearConn CallBak SendUI serviespermitted Answer ClearConn Deflet SendUI Table 5-79 Remark: before senario a G2 (alled) (night-station) Night-Servie (GNS) - night station answers after senario a G2 Call Senarios GeneralAttendant.fm

187 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide None Night-Servie: ZVFEXT alls G2 (GA2Q; internal attendant aess ode, diallable number: G2-int). G2 is in night-servie (ZVFEXT). The all is forwarded to a GA2Q on another node (G3) and answered by an AC (D4) on the other node. (alling) Remark: before senario G2 a (alled) N3 (network devie) G3 D4 (AC) after senario The all flow for the GA on the other node is like a basi external, inoming all to GA2Q and therefore not reprodued here. N3 G2 G3 D4 Call Senarios GeneralAttendant.fm

188 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie G2 (GA2Q) Monitored Devie N3 (trunk) Comments 1. The all leaves the NW-Reahed NW-Reahed NW-Reahed CSTA subdomain. outboundconn N3 outboundconn N3 outboundconn N3 NWInterfaeUsed N3 NWInterfaeUsed N3 NWInterfaeUsed N3 allingdevie allingdevie allingdevie alleddevie G2-int alleddevie G2-int alleddevie G2-int AssCalledDevie N3 AssCalledDevie N3 AssCalledDevie N3 lastrediretiondev NS lastrediretiondev NS lastrediretiondev NS NW apabilities ISDN Private NW apabilities ISDN Private NW apabilities ISDN Private loalconnetioninfo onneted loalconnetioninfo alerting loalconnetioninfo onneted ause normal ause normal ause normal serviespermitted ClearConn SendUI serviespermitted SendUI serviespermitted ClearConn CallBak SendUI 2. The GA on the other node is alerted. 3. AC on other node answers the all - the GA leaves the all. Delivered Delivered Delivered Please note: onnetion N3 onnetion N3 onnetion N3 G3 (the GA) alertingdevie G3 alertingdevie G3 alertingdevie G3 is alerting on the other allingdevie allingdevie allingdevie node) alleddevie G2-int alleddevie G2-int alleddevie G2-int AssCalledDevie N3 AssCalledDevie N3 AssCalledDevie N3 lastrediretiondev NS lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo alerting loalconnetioninfo onneted ause multialert ause multialert ause multialert serviespermitted ClearConn SendUI serviespermitted SendUI serviespermitted ClearConn CallBak SendUI Connetion Cleared Connetion Cleared Connetion Cleared droppedconnetion G2 droppedconnetion G2 droppedconnetion G2 releasingdevie G2 releasingdevie G2 releasingdevie G2 loalconnetioninfo onneted loalconnetioninfo null loalconnetioninfo onneted ause multialert ause multialert ause multialert serviespermitted ClearConn Consult, Hold SST GenDg GenTelTon SendUI serviespermitted none serviespermitted ClearConn SendUI Table 5-80 Night-Servie (ZVFEXT) - AC on other node answers (page 1 of 2) Call Senarios GeneralAttendant.fm

189 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie G2 (GA2Q) Monitored Devie N3 (trunk) Comments 4. The all is Established Established answering established between establishedconn N3 establishedconn N3 Devie = D4: and the AC on answeringdevie D4 answeringdevie D4 As soon as the other node (via the AC on the NID N3). allingdevie allingdevie other node answers, the alleddevie G2-int alleddevie G2-int AssCalledDevie N3 AssCalledDevie N3 network-information lastrediretiondev NS lastrediretiondev NS hang- loalconnetioninfo onneted loalconnetioninfo onneted es. Therefore, D4 is shown ause NW-signal ause NW-signal as answering serviespermitted serviespermitted Devie. Remark: None ClearConn Consult, Hold SST GenDg GenTelTon SendUI Table 5-80 Night-Servie (ZVFEXT) - AC on other node answers (page 2 of 2) Interept on a transit node ClearConn SendUI Node 2 is a transit-node: an external aller (diretory-number from node 1) alls a station on node 3(). does not answer, the all is interepted without parallel all to the GA2Q on node 2 G3. (alling) before senario N1 C3 N2 (network devie) (network devie) G3 (alled) after senario N1 C3 N2 a G3 Call Senarios GeneralAttendant.fm

190 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie N1 Monitored Devie N2 Monitored Devie G3 (GA) Comments 1. has finished NW-Reahed NW-Reahed dialling. The all outboundconn N2 outboundconn N2 leaves the CSTA NWInterfaeUsed N2 NWInterfaeUsed N2 subdomain allingdevie allingdevie alleddevie alleddevie AssCallingDevie N1 AssCallingDevie N1 NWCallingDevie NWCallingDevie lastrediretiondev NS lastrediretiondev NS NW apabilities ISDN Private NW apabilities ISDN Private loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted ClearConn SendUI serviespermitted ClearConn SendUI 2. External destination is reahed Established Established Established: establishedconn N2 establishedconn N2 Whenever HiPath answeringdevie (1) answeringdevie (1) 4000 onnets two trunks, this allingdevie allingdevie results in alleddevie alleddevie Established- AssCallingDevie N1 AssCallingDevie N1 Events for both NWCallingDevie NWCallingDevie trunks, even if the AssCalledDevie N2 AssCalledDevie N2 all was not answered yet lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo onneted (1) : ause NW-signal ause NW-signal The serviespermitted ClearConn SendUI serviespermitted ClearConn SendUI answeringdev might differ from the alleddevie, even if no forwarding or similar ations were performed on node 3. This is due to information ACL reeives from the network. Table 5-81 Interept on a transit node (page 1 of 2) Call Senarios GeneralAttendant.fm

191 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie N1 Monitored Devie N2 Monitored Devie G3 (GA) Comments 3. Interept-timer Diverted expires, the all is onnetion N2 interepted to GA divertingdevie newdestination G3 allingdevie alleddevie lastrediretiondev NS loalconnetioninfo null ause allnotanswer serviespermitted none 4. The GA is alerted. Delivered Delivered onnetion G3 onnetion G3 alertingdevie G3 alertingdevie G3 allingdevie allingdevie alleddevie alleddevie OrigNIDConn N1 OrigNIDConn N1 NWCallingDevie NWCallingDevie AssCallingDevie N1 AssCallingDevie N1 lastrediretiondev lastrediretiondev loalconnetioninfo onneted loalconnetioninfo alerting ause enterdist ause enterdist serviespermitted ClearCall SendUI serviespermitted SendUI Table 5-81 Interept on a transit node (page 2 of 2) Remark: None Call forwarded (CFNA) to Attendant, Multiple alerting, providing Diverted event to alling side is enabled alls whih has all forward no answer onfigured to GA (G3), all is answered by an AC (D4). Call Senarios GeneralAttendant.fm

192 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide (alling) before senario Ativity Monitored Devie Monitored Devie Monitored Devie G3 (General Attendant 1 CFNA timer DivertedEvent DivertedEvent expires onnetion onnetion divertingdevie divertingdevie newdest G3 newdest G3 allingdevie allingdevie alleddevie alleddevie lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo null ause a (alled) G3 (GA) D4 (AC) forwardnoa ns ause in between forwardnoa ns after senario Monitored Devie D4 Comments serviespermitted none serviespermitted none 2. General DeliveredEvent DeliveredEvent Please note: attendant is in onnetion G3 onnetion G3 No Deflet is alerting state alertingdevie G3 alertingdevie G3 allowed for beause allingdevie allingdevie this is a alleddevie alleddevie MultiAlertsitation lastrediretiondev lastrediretiondev loalconnetioninfo onneted loalconnetioninfo alerting ause enterdist ause entedist serviespermitted ClearConn SendUI serviespermitted SendUI a a H2 G3 D4 H2 G3 D4 Call Senarios GeneralAttendant.fm

193 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Monitored Devie G3 (General Monitored Devie D4 Comments Attendant 3. Attendant DeliveredEvent DeliveredEvent DeliveredEvent Please note: onsole starts onnetion D4 onnetion D4 onnetion D4 No Deflet is alerting alertingdevie D4 alertingdevie D4 alertingdevie D4 allowed for beause allingdevie allingdevie allingdevie this is a alleddevie alleddevie alleddevie MultiAlertsitation lastrediretiondev lastrediretiondev lastrediretiondev loalconnetioninfo onneted loalconnetioninfo alerting loalconnetioninfo alerting ause multialert ause multialert ause multialert serviespermitted ClearConn serviespermitted SendUI serviespermitted SendUI SendUI 4. D4 answers Connetion Cleared Connetion Cleared Connetion Cleared all - GAdevie droppedconnetion G3 droppedconnetion H2 droppedconnetion G3 leaves releasingdevie G3 releasingdevie H2 releasingdevie G3 the all loalconnetioninfo onneted loalconnetioninfo null loalconnetioninfo alerting ause multialert ause multialert ause multialert 5. D4 is onneted to the original all Remark: None serviespermitted ClearConn Consult, Hold SST GenDg GenTelTon SendUI serviespermitted none serviespermitted ClearConn Consult, Hold SST GenDg GenTelTon SendUI Established Established establishedconn D4 establishedconn D4 answeringdevie D4 answeringdevie D4 allingdevie allingdevie alleddevie alleddevie lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted ClearConn serviespermitted ClearConn Consult, Consult Hold Hold SST SST GenDg GenDg GenTelTon GenTelTon SendUI SendUI Call Senarios GeneralAttendant.fm

194 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Reall Senarios Softhold Reall The onsulting party lears its seondary all and it will be immediately realled by the held party. Ativity Monitored Devie Monitored Devie Comments 1. will be realled. Delivered Delivered deliveredconnetion deliveredconnetion alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo alerting loalconnetioninfo onneted ause reall ause reall serviespermitted Answer, ClearConn, Deflet, serviespermitted CallBak, ClearConn, Table 5-82 Remark: None before senario Softhold Reall after senario (onsulting) h a (held) n C2 Call Senarios Reall Senarios ReallSenarios.fm

195 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Transfer Reall If the transferred-to party does not answer until a speified time interval, the transferring devie will be realled by the transferred party. (transferring) before senario C3 See Blind Transfer (with loal view in Transferred event) on page 5-84 for the event flow to get into the before senario state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Sine devie Diverted The swithing does not divertedconnetion C3 funtion sends answer, devie the Diverted divertingdevie will be event only to newdestinationdevie realled. the alleddevie divertingdevi lastrediretiondevie NS e. loalconnetioninfo null ause reall serviespermitted none Table 5-83 Transfer Reall (page 1 of 2) a (transferred) (transferred-to) a after senario C3 Call Senarios Reall Senarios ReallSenarios.fm

196 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Monitored Devie Comments 2. alerts. Delivered Delivered Remark: None deliveredconnetion C3 deliveredconnetion C3 alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie lastrediretiondevie loalconnetioninfo alerting loalconnetioninfo onneted ause reall ause reall serviespermitted Answer, ClearConn, Deflet, DialDgt, serviespermitted CallBak, ClearConn, Table 5-83 Transfer Reall (page 2 of 2) Transfer with Restrited Connetion As the onnetion between the transferred and the transferred-to devie is restrited, the transfer will result in a reall from the transferred devie to the transferring devie. before senario after senario (transferring) h (transferred) a C2 a (transferred-to) See Suessful onsultation Call on page 5-68 for the event flow to get into the before senario state. Call Senarios Reall Senarios ReallSenarios.fm

197 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. goes on Connetion Cleared Connetion Cleared hook to transfer, droppedconnetion C2 droppedconnetion C2 but it is not releasingdevie releasingdevie possible, so the all will be loalconnetioninfo null loalconnetioninfo alerting leared. ause allnotanswered ause allnotanswered serviespermitted ClearConn serviespermitted none 2. Devie is leared from the Connetion Cleared droppedconnetion C2 all. releasingdevie loalconnetioninfo null ause normalclr serviespermitted none 3. will be Delivered Delivered realled. deliveredconnetion deliveredconnetion alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo alerting loalconnetioninfo onneted ause reall ause reall serviespermitted Answer, ClearConn, Deflet, DialDgt, serviespermitted CallBak, ClearConn, Table 5-84 Remark: None Transfer with Restrited Connetion Conferene Reall A partiipating party of the onferene onsults and afterwards lears its seondary all. It will be immediately realled by the onferene. Call Senarios Reall Senarios ReallSenarios.fm

198 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Devie is Delivered None None Note that only realled. deliveredconnetion C3 the realled alertingdevie party gets the Delivered allingdevie NK event. alleddevie If answers, lastrediretiondevie NS the loalconnetioninfo alerting Established ause reall event will also be reported serviespermitted ClearConn, only for. Answer, Deflet, Note, that the DialDgt, originally alled devie remains. Table 5-85 Remark: None before senario Conferene Reall Park Timer expires after senario C3 (onsulting) h a C3 n C4 (onferene member) After the park timer expires, the parkto party will be notified of the parked party. Call Senarios Reall Senarios ReallSenarios.fm

199 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide See Manual direted park all on page 5-59 for the event flow to get into the before senario state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Devie starts none Delivered Delivered ringing after the park onnetion onnetion timer expired. alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo alert ause normal ause normal serviespermitted CallBak, ClearConn, serviespermitted Answer, ClearConn, Deflet, Table 5-86 Remark: (parking) (parkto) before senario q Park timer expires The swithing funtion does not hange the alling, alled parameters in the event flow. ECMA TR/82 reports hanging alling, alled devies in the related senario. See Manual direted park all on page (parked) a after senario Call Senarios Reall Senarios ReallSenarios.fm

200 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Park Reall Timer Expires After the park reall timer expires, the parked party realls the parking party. (parking) (parkto) before senario a,q See Park Timer expires on page or Manual direted park all on page 5-59 for the event flow to get into the before senario state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. The all has been Diverted The swithing diverted from due onnetion funtion to the park reall divertingdevie sends the timer expired. Diverted newdestination event only to allingdevie the alleddevie divertingdevi lastrediretiondevie NS e. loalconnetioninfo null ause reall serviespermitted none Table 5-87 Park Reall Timer Expires (page 1 of 2) (parked) a after senario Call Senarios Reall Senarios ReallSenarios.fm

201 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Monitored Devie Comments 2. alerts. Delivered Delivered Remark: None Hard Hold Reall This senario desribes the event flow of the Hard Hold Reall feature. An analog devie puts an inoming external all on Hard Hold. After the timer expires the external party realls the analog devie. is anate ( analog telephone ). onnetion onnetion alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie lastrediretiondevie loalconnetioninfo alert loalconnetioninfo onneted ause reall ause reall serviespermitted Answer, ClearConn, Deflet, serviespermitted CallBak, ClearConn, Table 5-87 Park Reall Timer Expires (page 2 of 2) (alling) before senario after senario N1 h N1 (alled) a Call Senarios Reall Senarios ReallSenarios.fm

202 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie N1 Monitored Devie Comments 1. Network devie N1 realls devie Delivered Delivered. onnetion onnetion alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS orignid onnid N1 orignid onnid N1 loalconnetioninfo onneted loalconnetioninfo alerting ause reall ause reall serviespermitted CallBak, ClearConn, serviespermitted Answer, ClearConn, Deflet, DialDgt, Table 5-88 Remark: None Hard Hold Reall Call Senarios Reall Senarios ReallSenarios.fm

203 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide OpenSape Speifi Features This setion desribes OpenSape 4000 features, that are either not desribed by ECMA 269 or they are not CSTA III standard ompliant Route Optimization This senario desribes an event flow, where the loal route optimization feature is performed. Devie and are onneted via network interfae devie N11. Devie onsults to and transfers to. The swith optimizes the route to the loal node and releases the involved network interfae devies. The Route Optimization feature is exeuted in the following ases: 1. After a netwide Transfer 2. After a netwide Pikup 3. After a netwide Park Note, that in ase of an ACD all Route Optimization is not possible. NODE 1 1 before senario N11 N21 C21 2 N12 N22 C21 NODE 2 h NODE 1 3 Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

204 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie N11 Monitored Devie Monitored Devie N12 Comments 1. hits Transferred Transferred Transferred Transferred The event transfer. primaryoldcall 1 primaryoldcall N111 primaryoldcall 2 primaryoldcall N122 flow of the The route route transferring N11 transferring N11 transferring N12 transferring N12 will be optimizatio optimized. transferredto transferredto NK transferredto transferredto NK n is not transferredconn 1. new / old (3) / (1) transferredconn 1.old N111 transferredconn 1. new / old (3) / (2) transferredconn 1. old N122 ompliant with the 2. new (3) 2. new (3) ECMA 269 loalconnetion onneted loalconnetion null loalconnetion onneted loalconnetion null standard. ause SST ause SST ause SST ause SST 2. Devie and are onnete d loally in a all. Table 5-89 Remark: None serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, Established establishedconn 3 answeringdevie serviespermitted none serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, Established establishedconn 3 answeringdevie allingdevie allingdevie alleddevie alleddevie lastrediretion NS lastrediretion NS loalconnetionin onneted loalconnetionin onneted fo fo ause NWSignal ause NWSignal serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, Route Optimization serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, serviespermitted none Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

205 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Override The overriding party intrudes in an established all () by pressing the override key. The alled party will have 2 ative alls. (alled) Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. The busy onnetion Connetion Cleared None Connetion Cleared is leared droppedconnetion C2 droppedconnetion C2 immediately. releasingdevie releasingdevie loalconnetioninfo null loalconnetioninfo onneted ause normalclr ause normalclr serviespermitted ClearConn serviespermitted none 1. hits override. Established The establishedconnetion C2 Established event is only answeringdevie reported on allingdevie the alleddevie overrinding lastrediretiondevie NS devie loalconnetioninfo onneted monitor. ause override serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, Table 5-90 f before senario C2 Override (overriding) after senario C2 Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

206 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Remark: None Netwide override This senario illustrates on override to a network party. (alling) before senario See Manual all to a devie outside the CSTA subdomain on page 5-24 for the event flow to get into the before senario state. Ativity Monitored Devie Monitored Devie N2 Comments 1. The all reahes the Network Reahed The Network network again. outboundconnetion N2 Reahed event is not provided by the networkinterfaeused N2 swithing funtion allingdevie on the monitor of alleddevie devie. lastrediretiondevie NS loalconnetioninfo onneted ause normal serviespermitted ClearConn, Table 5-91 Netwide override (page 1 of 2) n N2 (alled) [busy] after senario N2 Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

207 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie N2 Comments 2. The onnetion will be Established Established estabilished immediatelly. establishedconnetion N2 establishedconnetion N2 answeringdevie answeringdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo onneted ause nwsignal ause nwsignal serviespermitted ClearConn, Consult, Hold, serviespermitted ClearConn, SST, GenDgt, GenTelTone, assocalleddevie N2 assocalleddevie N2 Table 5-91 Netwide override (page 2 of 2) Remark: Due to swithing funtion limitation the Network Reahed event annot be provided for both partiipants goes onhook after the override (alled) before senario C2 (overriding) after senario See Override on page for the event flow to get into the before senario state. C2 Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

208 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Devie goes Connetion Cleared Connetion Cleared None The onhook. droppedconnetion droppedconnetion Connetion Cleared for releasingdevie releasingdevie is loalconnetioninfo null loalconnetioninfo null missing. ause normalclr ause normalclr serviespermitted ClearConn serviespermitted none 2. The override tone is Established The stopped, is establishedconnetion C2 Established onneted is reported answeringdevie immidiately to. only on the allingdevie alled devie alleddevie monitor. lastrediretiondevie NS loalconnetioninfo onneted ause normal serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, Table 5-92 Remark: None hits lear after the override (alled) goes on-hook after the override before senario C2 (overriding) after senario C2 Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

209 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide See Override on page for the event flow to get into the before senario state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Devie hits the Connetion Cleared Connetion Cleared lear key. droppedconnetion droppedconnetion releasingdevie releasingdevie loalconnetioninfo null loalconnetioninfo onneted ause normalclr ause normalclr serviespermitted ClearConn serviespermitted ClearConn 2. As a result of learing, remaining Failed failedconnetion devie goes failingdevie bloked. allingdevie alleddevie lastrediretiondevie NS loalconnetioninfo fail ause bloked serviespermitted ClearConn 3. As a result of learing, is Connetion Cleared droppedconnetion also leared. releasingdevie loalconnetioninfo null ause normalclr serviespermitted none 4. The override tone is Established Established stopped, is establishedconnetion C2 establishedconnetion C2 onneted answeringdevie answeringdevie immidiately to. allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, Table 5-93 Remark: hits lear after the override Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

210 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide None Silent Monitor This senario desribes an event flow where silent monitoring is used. An ACD agent has a all. The supervisor hits the silent monitor key and dials the number of the agent. The supervisor will be onneted in the all, and it an listen into the onversation of the agent. (agent) before senario Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. supervisor None Servie Initiated None presses the silent initiatedconnetion C2 monitor key and dials initiatingdevie the agent.(1234) loalconnetioninfo initiated ause onsultation serviespermitted ClearConn, DialDgt Digits Dialled diallingconnetion C2 diallingdevie diallingsequene 1234 loalconnetioninfo initiated ause normal serviespermitted none Table 5-94 Silent Monitoring (page 1 of 2) (supervisor) after senario C2 Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

211 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Monitored Devie Comments 2. Devie is Held onneting to the heldconnetion C2 agent. holdingdevie loalconnetioninfo onneted ause silentpartiipation serviespermitted ClearConn 3. Devie is onneted to the Retrieved retrievedconnetion C2 agent. Retrieving loalconnetioninfo onneted ause silentpartiipation serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, Table 5-94 Silent Monitoring (page 2 of 2) Remark: None The agent goes onhook and afterwards the original aller alls the agent again. (agent) before senario C2 (supervisor) after senario C3 C2 Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

212 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Devie, the Connetion Cleared Connetion Cleared agent goes onhook. droppedconnetion droppedconnetion releasingdevie releasingdevie loalconnetioninfo null loalconnetioninfo onneted ause normalclr ause normalclr serviespermitted ClearConn serviespermitted ClearConn 2. The Held event shows, that the Held heldconnetion C2 agent is idle. holdingdevie loalconnetioninfo onneted ause silentpartiipation serviespermitted ClearConn 3. As a result of learing, Failed failedconnetion remaining failingdevie devie goes allingdevie bloked. alleddevie RCG intdnis lastrediretiondevie NS loalconnetioninfo fail ause bloked serviespermitted ClearConn 4. As a result of learing, Connetion Cleared droppedconnetion is also releasingdevie leared. loalconnetioninfo null ause normalclr serviespermitted none 5. A new all arrives at the RCG whih is distributed to the agent. Table 5-95 The agent goes onhook and afterwards the original aller alls the agent again. (page 1 of 2) Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

213 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Monitored Devie Comments 6. starts Delivered Delivered ringing. deliveredconnetion C3 deliveredconnetion C3 alertingdevie alertingdevie allingdevie allingdevie alleddevie RCG intdnis alleddevie RCG intdnis lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo alert loalconnetioninfo onneted ause distributed ause distributed 7. answers the all. 8. The Retrieved event shows that the agent has a all. Remark: None serviespermitted Answer, ClearConn, Deflet,, DialDgt serviespermitted CallBak, ClearConn, Established Established establishedconnetion C3 establishedconnetion C3 answeringdevie answeringdevie allingdevie allingdevie alleddevie RCG intdnis alleddevie RCG intdnis lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, Retrieved retrievedconnetion Retrieving loalconnetioninfo ause serviespermitted C2 onneted normal ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, Table 5-95 The agent goes onhook and afterwards the original aller alls the agent again. (page 2 of 2) Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

214 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Transfer Before ALERT This senario desribes an event flow where the transfer before alert feature is performed. Devie alls via network devie N2. In the rare ase of very slow network interfaes and appropriate OpenSape 4000 onfiguration, devie an onsult to before N2 onnets to the all ( ). Then makes a sreened transfer. before senario h (transferring) C2 Ativity Monitored Devie Monitored Devie N2 Monitored Devie Comments 1. transfers by Transferred Transferred The going on-hook. primaryoldcall primaryoldcall C2 transferredc onnetions seondaryoldcall C2 parameter transferringdevie transferringdevie only inludes transferredtodevie transferredtodevie the transferredconnetions 1. new / old (C3) / (C2) transferredconnetions 1. new / old (C3) / (C2) transferredto onnetionid. loalconnetioninfo null loalconnetioninfo onneted ause Transfer ause Transfer serviespermitted none serviespermitted ClearConn Table 5-96 Transfer before answer(page 1 of 2) n N2 (transferred-to) (transferred) after senario C3 N2 Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

215 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie N2 Monitored Devie Comments 2. The all reahes the Network Reahed Network Reahed network. outboundconnetion N2C3 outbound onnetion N2C3 NID devie N2 NID devie N2 allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted ClearConn serviespermitted ClearConn 3. starts ringing. Delivered Delivered deliveredconnetion N2C3 deliveredconnetion N2C3 alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo onneted ause NWSignal ause NWSignal assocalled N2 assocalled N2 serviespermitted ClearConn, serviespermitted CallBak, ClearConn, Table 5-96 Transfer before answer(page 2 of 2) Remark: None Keyset Call ( Multiline devie all ) Logial devie ( keyset ) has two appearanes assoiated with devies and. is the so alled primary line, is the seondary line of the keyset. dials keyset. / answers the all. / joins the all. OpenSape CA 4000 V7.0 annot handle multiple appearanes, so the below event flow is non standard. Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

216 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide (alling) before senario (Keyset ) Ativity Monitored Devie Monitored Devie Comments 1. goes off-hook. Servie Initiated initiatedconnetion initiatingdevie loalconnetioninfo ause serviespermitted initiated normal ClearConn, DialDgt 2. ompletes dialling. Digits Dialled s number is 1234 diallingconnetion diallingdevie diallingsequene 1234 loalconnetioninfo ause serviespermitted Originated originatedconnetion allingdevie alleddevie lastrediretiondev loalconnetioninfo ause serviespermitted Table 5-97 Keyset Call (page 1 of 2) (alling) initiated normal none NS onneted normal ClearConn C after senario (Keyset ) Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

217 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Comments 3. is rung Delivered Delivered 4. answers all by going offhook 5. bridges in by pressing the key for line deliveredconnetion deliveredconnetion alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo alert ause normal ause normal serviespermitted ClearConn, Callbak, SendUI serviespermitted ClearConn, Answer, Deflet, SendUI Established Established estbconnetion estbconnetion AnswerringDevie AnswerringDevie allingdevie allingdevie alleddevie alleddevie lastrediretiondev NS lastrediretiondev NS loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted ClearConn, Hold, Consultatiol, SST, GenDigits, GenTelTon, SendUI serviespermitted ClearConn, Hold, Consultation, SST, GenDigits, GenTelTon, SendUI Conferened Conferened Please note that primaryoldcall primaryoldcall seondaryoldcall NP seondaryoldcall NP onfereningdevie onfereningdevie addeddevie addeddevie ConnetionList 1.new / old 2. new 3. new / old Table 5-97 Keyset Call (page 2 of 2) (C2) / () (C2) (C2) ( () ConnetionList 1.new / old 2. new 3. new / old (C2) / () (C2) (C2) ( () loalconnetioninfo onneted loalconnetioninfo onneted ause keyoperation ause keyoperation serviespermitted SendUI serviespermitted SendUI Devie does not reeive ANY event, beause it does not use its own primary line, but bridges on to the primary line of. Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

218 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Remark: A keyset is a multiline devie. CSTA Phase III modells it as independent shared bridge appearanes. See ECMA 269 A.2.3. However this is not supported by OpenSape 4000 CSTA V Making Calls in an Exeutive-Seretary team ( CheSe feature ) General Remarks In an Exeutive-Seretary team alls to the Exeutive are redireted to a Seretary. The onfiguration an onsist of a maximum of 4 Exeutives and 2 Seretaries. The Seretary an have a Representative. When the Seretary ativates its Representative,then all Chese alls will be redireted to the Representative. It is possible to deativate the CheSe feature temporarily by either the Exeutive or the Seretary. The Chese feature has higher priority in the following situations: Call Forward Immediate - if the seretary ativates the Call Forward Immediate feature then the forwarding won t take effet, but a normal CheSe all flow happens instead. Call during the ParkTimer time - if a third party is parked to the Exeutive then it is not possible to all the parked-to party, but a basi CheSe all happens instead. The Chese feature has lower priority in the following situations: Seretary and Exeutive are in the same HG - the normal HG all flow happens. Conferene - the Exeutive an be reahed from a onferene immediately. Call Forward Immediate - if the Exeutive ativates the Call Forward Immediate feature then a normal all forwarding happens. There is a CSTA extension for this feature to make it possible to distinguish between the Seretary s private alls and CheSe alls. A privatedata parameter ( ExeutiveDevieID ) will be provided in the following events for the Seretary: Delivered, Established, Failed, Queued. This information element ontains the extension number of the Exeutive involved in the CheSe all. Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

219 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Suessful basi all - all to Exeutive This senario illustrates the event flow of a suessful basi CheSe all. A all omes to the Exeutive and it is redireted to the Seretary. (alling) before senario See Manually dialled all, on page 5-4 for the event flow to get into the before senario state. Ativity Monitored Devie Monitored Devie Exe Monitored Devie S Comments 1. Seretary Delivered none Delivered The starts ringing. onnetion S onnetion S privatedata indiates that alertingdevie S alertingdevie S it is a Chese allingdevie allingdevie all. alleddevie Exe alleddevie Exe lastrediretiondevie NK lastrediretiondevie NK loalconnetioninfo onneted loalconnetioninfo alert ause forwardimmediate ause forwardimmediate serviespermitted CallBak, ClearConn, serviespermitted Answer,ClearConn, Deflet, ExeutiveDevieID Exe Table 5-98 Suessful basi all - all to Exeutive (page 1 of 2) after senario Exe Exe (alled) S S Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

220 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Exe Monitored Devie S Comments 2. Seretary Established none Established The answers the establishedconnetion S establishedconnetion S privatedata all. indiates that answeringdevie S answeringdevie S it is a Chese allingdevie allingdevie all. alleddevie Exe alleddevie Exe lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, ExeutiveDevieID Exe Table 5-98 Suessful basi all - all to Exeutive (page 2 of 2) Remark: None Suessful basi all - Representative is ativated In ase of a Suessful basi all - Representative is ativated similar event flow will be generated to the Suessful basi all - all to Exeutive ase. See Suessful basi all - all to Exeutive, on page The only differene is that devie S will be devie Rep in this ase. Remark: The Seretary has ativated a preonfigured Representative. See General Remarks, on page Unsuessful basi all - Seretary is busy This senario illustrates the event flow of an unsuessful basi CheSe all. A all omes to the Exeutive and it is redireted to the Seretary who has another all also for the same Exeutive. Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

221 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide See Manually dialled all on page 5-4 for the event flow to get into the before senario state. Ativity Monitored Devie Monitored Devie Exe Monitored Devie S Comments 1. Seretary is Failed none Failed The privatedata busy. The all failedconnetion S failedconnetion S indiates that it is an not be a Chese all. failingdevie S failingdevie S ompleted. hears busy allingdevie allingdevie tone. alleddevie Exe alleddevie Exe lastrediretiondevie NS lastrediretiondevi NS e loalconnetioninfo onneted loalconnetioninfo fail ause busy ause busy serviespermitted ClearConn serviespermitted ClearConn ExeutiveDevieID Exe 2. The busy Connetion Cleared none Connetion Cleared onnetion is droppedconnetion S droppedconnetion S leared releasingdevie S releasingdevie S immediately. loalconnetioninfo onneted loalconnetioninfo null ause normalclr ause normalclr serviespermitted ClearConn serviespermitted none Remark: (alling) before senario after senario Exe Exe (alled) S [busy] n S Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

222 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide None Unsuessful basi all - Exeutive is busy In ase of a Unsuessful basi all - Exeutive is busy similar event flow will be generated to the Unsuessful basi all - Seretary is busy ase. See Unsuessful basi all - Seretary is busy, on page The only differene is that devie Exe is busy in this ase. Remark: Although in this ase the Exeutive is busy, the event flow will be the same Camp on Exeutive - Seretary is busy This senario illustrates the event flow of an unsuessful basi CheSe all followed by a manual amp on. A all omes to the Exeutive and it is redireted to the Seretary who has another all also for the same Exeutive. After reeiving the busy tone, the alling devie hits the amp on key. (alling) before senario after senario Exe Exe f (alled) S [busy] See Unsuessful basi all - Seretary is busy, on page for the event flow to get into the before senario state. q S Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

223 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Exe Monitored Devie S Comments 1. presses the Queued none Queued The privatedata amp on key. queuedconnetion S queuedconnetion S indiates that it is a queue S queue S Chese all. allingdevie allingdevie alleddevie Exe alleddevie Exe lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo queued ause ampon ause ampon serviespermitted CallBak, serviespermitted ClearConn, ExeutiveDevieID Exe Remark: After the Queued event no privatedata is present in the events of devie S due to the limitation of the swith Camp on Exeutive - Exeutive is busy This senario illustrates the event flow of an unsuessful basi CheSe all followed by a manual amp on. A all omes to the Exeutive who has another all. After reeiving the busy tone, the alling devie hits the amp on key. The all is redireted to the Seretary. (alling) before senario after senario f Exe Exe [busy] S See Unsuessful basi all - Exeutive is busy, on page for the event flow to get into the before senario state. a S Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

224 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Exe Monitored Devie S Comments 1. Seretary Delivered none Delivered The privatedata starts ringing. onnetion S onnetion S indiates that it alertingdevie S alertingdevie S is a Chese all. allingdevie allingdevie alleddevie Exe alleddevie Exe lastrediretiondevie NK lastrediretiondevie NK loalconnetioninfo onneted loalconnetioninfo alert ause forwardimmediate ause forwardimmediate serviespermitted CallBak, ClearConn, serviespermitted Answer,ClearConn, Deflet, ExeutiveDevieID Exe Remark: None Single Step Call Transfer with Await Connet Basi suessful SSCT all with Await Connet This senario desribes a all flow when Phone Mail transfers with the Await Connet feature. (alling) (destination) before senario N2 PM (Phone Mail) after senario See Internal ACD all ompleted to Phone Mail agent on page for the event flow to get into the before senario state. N2 PM Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

225 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie N2 Monitored Devie Comments 1. is promted Servie Initiated The SSCT to go offhook. initiatedconnetion C2 private event ause shows, initiatingdevie that this loalconnetioninfo initiated feature has ause transfer been used. serviespermitted Answer, ClearConn, Deflet, privateeventcause SSCT 2. Devie goes Connetion Cleared The SSCT offhook. droppedconnetion C2 private event ause shows, releasingdevie that the loalconnetioninfo null Connetion ause normalclr Cleared does serviespermitted none not really privateeventcause SSCT mean, that is idle. The next event will be an Established on this monitor. 3. Phone Mail Transferred Transferred OpenSape transfers. primaryoldcall primaryoldcall N modells a SSCT as a transferringdevie PM transferringdevie PM Single Step transferredtodevie transferredtodevie Transfer, that transferredconnetions 1.new 2.new () () transferredconnetions 1.new 2.new () () is why this ause is sent with the loalconnetioninfo onneted loalconnetioninfo null Tramsferred ause SST ause SST event. serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, serviespermitted none Table 5-99 Single Step Call Transfer (Await onnet) (page 1 of 2) Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

226 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie N2 Monitored Devie Comments 4. The onnetion Established Established OpenSape is immediately establishedconnetion establishedconnetion 4000 modells estabilished. a SSCT as a answeringdevie answeringdevie Single Step allingdevie allingdevie Transfer, that alleddevie alleddevie is why this lastrediretiondevie PM lastrediretiondevie PM ause is sent loalconnetioninfo onneted loalconnetioninfo onneted with the Established ause SST ause SST event. serviespermitted ClearConn, serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTone, Consult, Hold, SST, GenDgt, GenTelTone, Table 5-99 Single Step Call Transfer (Await onnet) (page 2 of 2) Unsuessful basi SSCT all with Await Connet This senario desribes a all flow when Phone Mail tries to transfers with the Await onnet feature, but the alling party hangs up. (alling) (destination) before senario N2 after senario PM (Phone Mail) N2 PM See Internal ACD all ompleted to Phone Mail agent on page for the event flow to get into the before senario state. Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

227 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie N2 Monitored Devie Comments 1. is promted Servie Initiated to go offhook. initiatedconnetion C2 initiatingdevie loalconnetioninfo initiated ause transfer serviespermitted Answer, ClearConn, Deflet, privateeventcause SST 2. Devie goes onhook. This Connetion Cleared droppedconnetion C2 results in a releasingdevie C2 learing. loalconnetioninfo null ause normalclr serviespermitted none privateeventcause notpresent 3. Devie goes Connetion Cleared Connetion Cleared onhook. droppedconnetion droppedconnetion releasingdevie releasingdevie loalconnetioninfo null loalconnetioninfo onneted ause normalclr ause normalclr serviespermitted none serviespermitted ClearConn 4. The remaining onnetion is Connetion Cleared droppedconnetion N2 leared. releasingdevie N2 loalconnetioninfo null ause normalclr serviespermitted none Table Unsuessful Single Step Call Transfer (Await onnet) SSCT all with Await Connet, Camp On This senario desribes a all flow when Phone Mail transfers with the Await onnet feature. Destination is non-idle but Camp On is possible. Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

228 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide (alling) (destination) [busy] before senario C2 See Internal ACD all ompleted to Phone Mail agent on page for the event flow to get into the before senario state. Ativity Monitored Devie Monitored Devie N2 Monitored Devie Comments 1. The SSCT all Queued amps onto queuedconnetion C3 Devie. queue allingdevie alleddevie lastrediretiondevie NS loalconnetioninfo queued ause ampon serviespermitted privateeventcause SST 2. Devie Connetion Cleared was the lears itself from droppedconnetion ative all of its previous all. releasingdevie. loalconnetioninfo null ause normalclr serviespermitted none 3. lears the amped Connetion Cleared droppedconnetion C3 onnetion. releasingdevie loalconnetioninfo null ause normalclr serviespermitted none Table Single Step Call Transfer, Camp On (page 1 of 2) N2 PM (Phone Mail) i after senario C2 C4 N2 PM Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

229 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie N2 Monitored Devie Comments 4. is promted Servie Initiated to go offhook. initiatedconnetion C2 initiatingdevie loalconnetioninfo initiated ause transfer serviespermitted Answer, ClearConn, Deflet, privateeventcause SST Table Single Step Call Transfer, Camp On (page 2 of 2) SSCT all with Await Connet, Pik Up This senario desribes a all flow when Phone Mail tries to transfers with the Await onnet feature. A devie in the destinations s group piks the all up. (alling) D4 (piking) before senario N2 (destination) PM (Phone Mail) after senario See Internal ACD all ompleted to Phone Mail agent on page for the event flow to get into the before senario state. D4 N2 PM Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

230 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie N2 Monitored Devie Monitored Devie D4 Comments 1. is promted Servie Initiated initiatedconnetio C2 to go n offhook. initiatingdevie loalconnetionin initiated fo ause transfer serviespermitted Answer, ClearConn, Deflet, privateeventcaus SST e 2. D4 goes offhook. 3. Devie D4 piks. 4. Devie D4 lears the all from whih it piked up. Table Single Step Call Transfer, Pik Up (page 1 of 2) Connetion Cleared droppedconneti C2 on releasingdevie loalconnetionin null fo ause normalclr serviespermitted none privateeventcaus notpresent e Servie Initiated initiatedconnetio D4C3 n initiatingdevie D4 loalconnetioninf initiated o ause normal serviespermitted ClearCon n, DialDgt Connetion Cleared droppedconnetio D4C3 n releasingdevie D4 loalconnetioninf null o ause normalclr serviespermitted none Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

231 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie N2 Monitored Devie Monitored Devie D4 Comments 5. Phone Transferred Transferred Mail primaryoldcall primaryoldcall N2 transfers. transferringdevie PM transferringdevie PM transferredtodevi D4 transferredtodevie D4 e 6. The onnetio n is immediat ely estabilish ed. transferredconne tions 1.new 2.new () (D4) transferredconnetion s 1.new 2.new () (D4) loalconnetionin onn loalconnetioninfo null fo ause SST ause SST serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, serviespermitted none Established establishedconne D4 tion answeringdevie D4 Established establishedconne D4 tion answeringdevie D4 allingdevie allingdevie alleddevie D4 alleddevie D4 lastrediretionde PM lastrediretionde PM vie vie loalconnetionin fo onneted loalconnetioninf o ause pikup ause pikup serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTone, assocalleddevi e N1 Table Single Step Call Transfer, Pik Up (page 2 of 2) onneted serviespermitted ClearCon n, Consult, Hold, SST, GenDgt, GenTelTo ne, SendUser Info assocalleddevi N1 e Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

232 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Conept of presentation indiator for devies in CSTA events To provide adaptable solution for every appliation, CA4000 will have three different solution to handle the presentation indiator for devies. The different solutions an be ativated in the Advaned Configuration page of the Connetivity Adapter. The parameter PRESENTATION_RESTRICTED should be set to the following values: normal : to provide the old onept as it worked in the past (valid for CSTA III) ignore : to have the presentation restrited partially ignored (valid for CSTA III); this is only a work around for OpenSape ProCenter, whih should also use private data from now on private data : presentation indiator will be represented by private data (valid only for CSTA III interfae) e.g.:presentation_restricted = private data extended private data : a new onept of the presentation indiator introdued in HiPath4000 V4.0 and V5.0 whith that the swith delivers presentation restrited information not only in ase of alling and alled party. All presentation indiator will be represented by private data (valid only for CSTA III interfae) PRESENTATION_RESTRICTED=private data ALLOW_ALL_PRIVATE_DATA=True speial : similar to the funtionality of normal but provides possibility for the OpenSape ContatCenter (speial ustomer hange request for Bundestag) to replae the not Known with the given <speial value> PRESENTATION_RESTRICTED=speial PRESENTATION_RESTRICTED_SPECIAL_VALUE=<speial value> The appliation has the hoie when to swith-over to one of the private data. By default the parameter PRESENTATION_RESTRICTED and ALLOW_ALL_PRIVATE_DATA are not inluded in the onfigurable parameters in the Connetivity Adapter s Advaned Configuration page. If these parameters are not in the onfig file then the normal behaviour will be ativated automatially. CA4000 reads the parameter in ase of start or restart, so any hange will be valid only after the start or restart. Remark: Presentation restrited info is not stored in CA4000 due to onsisteny onsiderations. Therefore OpenSape 4000 CSTA an only handle devies as seret, if the swith informs it expliitly. That means the devie might not signaled as restrited, if it was signaled only earlier. In example if seret party A alls B, B does not answer the all, and a ForwardNoAsnwer triggers and the all is diverted to C, then A will be signaled in the DIVERTED event as visible. Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

233 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide The old onept of presentation indiator ( normal ) This onept handles the private data as it was handled in the past. It means that if ACL indiates either the alling or the alled party presentation restriion field then CA4000 will report these devies as Not Known in the CSTA events. This behaviour is valid for both the CSTA III interfae. The following senarios desribe this behaviour: Basi Internal Call with presentation restrited devies (CSTA III) The senario desribes a basi internal all senario when both devies have presentation restriton. The parties in this all senario are: Party A: station (suh as a digital or analog telephone) (presentation restrited) Party B: station (presentation restrited) Ativity Monitored Devie Monitored Devie 1. goes off-hook. Servie Initiated 2. ompletes dialling. initiatedconnetion initiatingdevie loalconnetioninfo ause NP, NK initiated normal serviespermitted ClearConn, DialDgt Digits Dialled diallingconnetion NP, diallingdevie NK diallingsequene 1234 loalconnetioninfo initiated ause normal serviespermitted none Originated originatedconnetion NP, allingdevie NK alleddevie loalconnetioninfo onneted ause normal serviespermitted ClearConn Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

234 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie 3. starts ringing. Delivered Delivered onnetion NP, onnetion NP, alertingdevie NK alertingdevie NK allingdevie NK allingdevie NK alleddevie NK alleddevie NK lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo alert ause normal ause normal serviespermitted CallBak, ClearConn, serviespermitted AnswerCall, ClearConn, Deflet, 4. answers the all. Established Established establishedconnetion NP, establishedconnetion NP, answeringdevie NK answeringdevie NK allingdevie NK allingdevie NK alleddevie NK alleddevie NK lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

235 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Blind Transfer The following table shows a all senario where blind transfer of all is made. The parties in these all senarios are: Party A: held (presentation restrited) Party B: onsulting (presentation restrited) Party C: onsulted (presentation restrited) Telephony Ativity Event (Party A) Event (Party B) Event (Party C) Party A and Party B Held Held None are in onversation. CID: 1, NP CID: 1, B 1. Party B presses the onsultation/ onferene key. Holding DID: NK LCS: onneted Private ause: onsultation hold Holding DID: B LCS: held Private ause: onsultation hold Servie Initiated CID: 2, B LCS: initiated Table Blind Transfer Consulted Party Answers (page 1 of 3) Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

236 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Telephony Ativity Event (Party A) Event (Party B) Event (Party C) 2. Party B dials and None Delivered Delivered rings Party C. CID: 2, NP CID: 2, NP 3. Party B transfers by going on-hook. Transferred Primary old CID: 1, B Transferring DID: B Transferred DID: NK Transferred CID: (3, A); (3,NP) LCS: onneted Alerting DID: NK Calling DID: NK Originally alled DID: NK Last redireting DID: NR LCS: onneted Transferred Primary old CID: 1, NP Seondary old CID: 2, B Transferring DID: NK Transferred DID: C Transferred CIDs: (3, C); (3, A) LCS: null Table Blind Transfer Consulted Party Answers (page 2 of 3) Alerting DID: NK Calling DID: NK Originally alled DID: NK Last redireting DID: NR LCS: alerting Private onsultation held with party: A Transferred Primary old CID: 2, B Transferring DID: B Transferred DID: C Transferred CIDs: (3, C);(3, NP) LCS: alerting Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

237 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Telephony Ativity Event (Party A) Event (Party B) Event (Party C) 4. Party C answers. Established None Established CID: 3, NP Answering DID: NK Calling DID: NK Originally alled DID: NK Last redireting DID: NR LCS: onneted Table Blind Transfer Consulted Party Answers (page 3 of 3) CID: 3, NP Answering DID: NK Calling DID: NK Originally alled DID: NK Last redireting DID: NR LCS: onneted Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

238 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Conferene Initiation by Conferene Master with presentation restrited devies Party A alls Party B and is onneted (all ID 1). Party B presses the onsultation key and alls Party C (all ID 2). Party A is held. Party B and C are onneted. The parties in this all senario are Party A: held party (presentation restrited) Party B: onsulting (presentation restrited) Party C: onsulted (presentation restrited) Telephony Ativity 1. Party B initiates a 3-party onferene, pressing the onsultation/ onferene key or requesting the Conferene Call servie. Table Event (Party A) Event (Party B) Event (Party C) Conferened Primary old CID: 1, NP Conferene ontroller: NK Added DID: C Conferene CI- Ds: (3,C) LCS: onneted Conferened Primary old CID: 1, B Seondary old CID: 2, B Conferene ontroller: B Added DID: NK Conferene CIDs: (3,A) LCS: onneted Conferene Initiation by Conferene Master Conferened Primary old CID: 2, NP Conferene ontroller: NK Added DID: C Conferene CIDs: (3,A) LCS: onneted Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

239 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Blind Transfer with presentation restrited devies (CSTA III) This servie transfers a held party to a onsulted party. The transfer servie request is issued before the onsulted devie onnets into the new all. Devie : presentation restrited Devie : presentation restrited Devie : presentation restrited before servie after servie (transferring) h (transferred) C2 a (transferred-to) C3 a See Suesful onsultation all for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Transfer Call Transfer Call Request servie is heldconnetion invoked on behalf of devie ativeconnetion C2. 2. Aknowledgeme nt. Transfer Call Response transferredconnetion C3 Table Blind Transfer with presentation restrited devies (page 1 of 2) Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

240 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Monitored Devie Comments 3. Calls between Transferred Transferred Transferred The CSTA, and, primaryoldcall primaryoldcall primaryoldcall C2 Transferred are event Loal seondaryoldcall C2 released. The View modeling onnetions transferringdevie NotKnown transferringdevie transferringdevie option is between, transferredtodevie transferredtodevie NotKnown transferredtodevie NotKnown provided by and, are replaed with a single transferredconnetions 1. new / old 2. new / old (C3) / () (C3) / (C2) transferredconnetions 1. new / old 2. new (C3) / () (C3) transferredconnetions 1. new / old 2. new (C3) / (C2) (C3) the swithing funtion. This means that onnetion loalconnetioninfo null loalconnetioninfo onneted loalconnetioninfo alerting the primary between and old all ause Transfer ause Transfer ause Transfer. parameters in serviespermitted none serviespermitted ClearConn, serviespermitted Answer, the ClearConn, Transferred event represent a devie oriented view. Table Blind Transfer with presentation restrited devies (page 2 of 2) Remark: Conferene with presentation restrited devies (CSTA III) This servie provides a onferene of an existing held all and another ative all at a onferening devie. The two alls are merged into a single all at the onferening devie. Devie : presentation restrited Devie : presentation restrited Devie : presentation restrited Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

241 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide before servie after servie (onferening) h (held) C2 (ative) C3 See Suessful onsultation all for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Conferene Call Conferene Request servie is heldconnetion requested on behalf of devie ativeconnetion C2. 2. Aknowledgeme Conferene Response nt. onferenedconnetion C3 Table Conferene with presentation restrited devies (page 1 of 2) Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

242 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Monitored Devie Comments 3. Conferene Conferened Conferened Conferened The estabilished. primaryoldcall primaryoldcall primaryoldcall C2 addedparty speifies the seondaryoldcall C2 devie ID of onfereningdevie NotKnown onfereningdevie NotKnown onfereningdevie NotKnown the devie, Added NotKnown Added Added NotKnown that belongs onfereneconnetions 1. new/old 2. new/old 3. new (C3)/() (C3)/(C2) (C3) onfereneconnetions 1. new/old 2. new/old 3. new (C3)/() (C3) onfereneconnetions 1. new/old 2. new/old 3. new (C3)/(C2) (C3) to the ative (not held) all of the onferene. 4. new loalconnetioninfo (C3) onneted loalconnetioninfo onneted loalconnetioninfo onneted Note that the primaryoldcal ause normal ause normal ause normal l and the seondaryold serviespermitted ClearConn, serviespermitted ClearConn, serviespermitted ClearConn, Call Consult, Hold, Consult, Hold, Consult, Hold, parameters follows the loal view modeling option. Table Conferene with presentation restrited devies (page 2 of 2) Remark: The manual ase is similar to the desribed event flow Presentation restrited is ignored This solution was initially developed for the appliation Proenter. The restrition of the presentation will be partially ignored. It means that the devies with presesntation restrition will be reported in the CSTA III events. In ase of the all leaves the swithing subdomain (inoming and outgoing alls) the restrited parameters will be reported as Not Known althought the trunk provides the network party. It means that if a trunk information ontains the network party field but its presentation indiator is restrited then CA4000 will not provide this number! The appliation developer has to take it into onsideration when he/she selets this solution. Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

243 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Presentation indiator represented by Private Data The presentation indiator of a devie indiates whether the dialling number of a devie is allowed or restrited. In ase of any restrited presentation reported in the alling or alled field of an ACL event CA4000 will provide a private data alled Presentation Restrited Devie 1 or Presentation Restrited Devie 2. The presentationrestriteddeviei/2 refers to the CSTA alling/alled devie, that means CA4000 provides restrition information only for the alling, alled party. However CA4000 provides restrition information in speifi ases for those events ( Transferred, Conferene, et ), where the CSTA alling/alled devie do not exist. Due to ACL limitations, CA4000 annot provide proper restrition information in these ases, but appliations an use this additional information as it is. Remark: Te new speial extended OpenSape4000 onept of the presentation indiator an provide infromation about seret devies without any limitation. Please ativate the PRESENTATION_RESTRICTED=private data ALLOW_ALL_PRIVATE_DATA=True in the onfiguration file and restart the CA4000. The following senarios desribe the private data representation behavour. (Old onept!) Illustration of the new onept: In the following senarios the presentation indiator of Party A and Party B is restrited. 1. Party A alls party B. Delivered Event: Calling: A Called: B presentationrestriteddeviei: A presentationrestriteddeviei: B 2. Party A on node1 alls party B on node2. Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

244 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Delivered Event on monitored party B: Calling: A Called: B presentationrestriteddeviei: A presentationrestriteddeviei: B 3.Party A on node1 alls party B on node2. Delivered Event on monitored party A: Calling: A Called: B presentationrestriteddeviei: A presentationrestriteddeviei: Basi all with presentation restrited devies This senario illustrates a all originated through manual devie ativity. Devie : presentation restrited Devie : presentation restrited (alling) before senario (alled) after senario Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

245 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Comments 1. goes off-hook. Servie Initiated initiatedconnetion initiatingdevie loalconnetioninfo ause serviespermitted Presentation Restrited Devie1 initiated normal ClearConn, DialDgt 2. ompletes dialling. Digits Dialled s number is 1234 diallingconnetion diallingdevie diallingsequene 1234 loalconnetioninfo initiated ause normal serviespermitted none Originated originatedconnetion allingdevie alleddevie loalconnetioninfo onneted ause normal serviespermitted ClearConn Presentation Restrited Devie1 Table Basi all with presentation restrited devies (page 1 of 3) Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

246 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Comments 3. starts ringing. Delivered Delivered onnetion onnetion alertingdevie alertingdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo alert ause normal ause normal serviespermitted CallBak, ClearConn, serviespermitted AnswerCall, ClearConn, Deflet, Presentation Restrited Devie1 Presentation Restrited Devie2 Presentation Restrited Devie1 Presentation Restrited Devie2 4. answers the all. Established Established establishedconnetion establishedconnetion answeringdevie answeringdevie allingdevie allingdevie alleddevie alleddevie lastrediretiondevie NS lastrediretiondevie NS loalconnetioninfo onneted loalconnetioninfo onneted ause normal ause normal serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, serviespermitted ClearConn, Consult, Hold, SST, GenDgt, GenTelTones, Presentation Restrited Devie1 Presentation Restrited Devie2 Presentation Restrited Devie1 Presentation Restrited Devie2 5. goes on-hook. Connetion Cleared Connetion Cleared droppedconnetion droppedconnetion releasingdevie releasingdevie loalconnetioninfo onneted loalconnetioninfo null ause normalclr ause normalclr serviespermitted ClearConn serviespermitted none Presentation Restrited Devie1 Presentation Restrited Devie1 Table Basi all with presentation restrited devies (page 2 of 3) Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

247 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Comments 6. The remaining onnetion Failed goes bloked. failedconnetion failingdevie allingdevie alleddevie lastrediretiondevie NS loalconnetioninfo fail ause bloked serviespermitted ClearConn Presentation Restrited Devie1 7. goes on-hook. Connetion Cleared droppedconnetion releasingdevie loalconnetioninfo null ause normalclr serviespermitted none Presentation Restrited Devie1 Table Basi all with presentation restrited devies (page 3 of 3) Remark: Blind Transfer with presentation restrited devies This servie transfers a held party to a onsulted party. The transfer servie request is issued before the onsulted devie onnets into the new all. Devie : presentation restrited Devie : presentation restrited Devie : presentation restrited Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

248 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide before servie after servie (transferring) h (transferred) C2 a (transferred-to) C3 a See Suessful onsultation all for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Transfer Call Transfer Call Request servie is heldconnetion invoked on behalf of devie ativeconnetion C2. 2. Aknowledgeme nt. Transfer Call Response transferredconnetion C3 Table Blind Transfer with presentation restrited devies (page 1 of 2) Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

249 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Monitored Devie Comments 3. Calls between Transferred Transferred Transferred The CSTA, and, primaryoldcall primaryoldcall primaryoldcall C2 Transferred are event Loal seondaryoldcall C2 released. The View modeling onnetions transferringdevie transferringdevie transferringdevie option is between, transferredtodevie transferredtodevie transferredtodevie provided by and, are replaed with a single transferredconnetions 1. new / old 2. new / old (C3) / () (C3) / (C2) transferredconnetions 1. new / old 2. new (C3) / () (C3) transferredconnetions 1. new / old 2. new (C3) / (C2) (C3) the swithing funtion. This means that onnetion loalconnetioninfo null loalconnetioninfo onneted loalconnetioninfo alerting the primary between and old all ause Transfer ause Transfer ause Transfer. parameters in serviespermitted none serviespermitted ClearConn, serviespermitted Answer, the ClearConn, Transferred event Presentation Restrited Devie1 Presentation Restrited Devie1 Presentation Restrited Devie1 represent a devie oriented view. Remark: Conferene with presentation restrited devies This servie provides a onferene of an existing held all and another ative all at a onferening devie. The two alls are merged into a single all at the onferening devie. Devie : presentation restrited Devie : presentation restrited Devie : presentation restrited Presentation Restrited Devie2 Table Blind Transfer with presentation restrited devies (page 2 of 2) Presentation Restrited Devie2 Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

250 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide before servie after servie (onferening) h (held) C2 (ative) C3 See Suessful onsultation all for the event flow to get into the before servie state. Ativity Monitored Devie Monitored Devie Monitored Devie Comments 1. Conferene Call Conferene Request servie is heldconnetion requested on behalf of devie ativeconnetion C2. 2. Aknowledgeme Conferene Response nt. onferenedconnetion C3 Table Conferene with presentation restrited devies (page 1 of 2) Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

251 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Ativity Monitored Devie Monitored Devie Monitored Devie Comments 3. Conferene Conferened Conferened Conferened The estabilished. primaryoldcall primaryoldcall primaryoldcall C2 addedparty speifies the seondaryoldcall C2 devie ID of onfereningdevie onfereningdevie onfereningdevie the devie, Added Added Added that belongs onfereneconnetions 1. new/old 2. new/old 3. new (C3)/() (C3)/(C2) (C3) onfereneconnetions 1. new/old 2. new/old 3. new (C3)/() (C3)/() (C3) onfereneconnetions 1. new/old 2. new/old 3. new (C3)/(C2) (C3)/(C2) (C3) to the ative (not held) all of the onferene. 4. new loalconnetioninfo (C3) onneted loalconnetioninfo onneted loalconnetioninfo onneted Note that the primaryoldcal ause normal ause normal ause normal l and the seondaryold serviespermitted ClearConn, serviespermitted ClearConn, serviespermitted ClearConn, Call Consult, Hold, Consult, Hold, Consult, Hold, parameters follows the Presentation Presentation Presentation loal view Restrited Devie1 Restrited Devie1 Restrited Devie1 modeling option. Remark: Presentation Restrited Devie2 The manual ase is similar to the desribed event flow Affeted events Presentation Restrited Devie2 Table Conferene with presentation restrited devies (page 2 of 2) The following events an be affeted by the new private data elements: Presentation Restrited Devie2 Conferened, Connetion Cleared, Delivered, Diverted, Established, Failed, Held, Network Reahed, Originated, Queued, Retrieved, Servie Initiated, Transferred, Callbak The new private data elements will not be provided in Logial Devie Feature events: Agent Busy, Agent Ready, Agent Not Ready, Agent Working After Call, Agent Logon, Agent Logoff In the orresponding ACL events there is no ACL alling or alled party whih ould determine the requested private datas. Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

252 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Remarks Multiple alls Caller ID bloking/unbloking is supported for multiple alls. It means that the restrition is always in relation to a all. E.g. if a party goes out to onsultation (with all ID 2) and ativates aller ID bloking only for the onsulted all (all ID 2), in the events for the original all (all ID 1) this party will not have name and number restrition, but for the onsultation all (all ID 2) this party will have name and/or number restrition Configuration of presentation indiator The ways of onfiguring aller ID bloking for an extension: Configure the presentation indiator by AMO Set AMO CHA-SBCSU:..., SSTNO=YES (seret station number) The party will be restrited in the ACL events for all the inoming and outgoing alls (CallingParty and CalledParty) Configure the presentation indiator via OptiSet menu Set Servie menu -> More features -> Display suppress on. The party will be restrited only in the forthoming all (CallingParty) Call Senarios OpenSape Speifi Features HipathSpeifiFeatures.fm

253 HipathSpeifiFeatures.fm Call Senarios OpenSape Speifi Features Connet and Reonnet Timeslot Esape Servies Connet Timeslot Esape Servie OpenSape 4000 supports the ability to onnet a speial target devie (attahed to a trunk) to the voie hannel(s) of a soure devie. The Esape servie onnet timeslot is used to support this non-standard feature. Preondition for onnet timeslot request: soure devie is in non-idle state, target devie is in talk state (this an be ahieved by onneting it to a Help Party whih an be a virtual devie). Connet Timeslot servie supports: Joint and Separate mode Call and talk oriented timeslot onnetion Separate mode At talk oriented mode the soure devie always has a partner so the timeslot of the soure or the partner devie is always available. For all oriented mode the soure devie may be onneted to a tone (e.g. dial tone). In this ase if a onnet timeslot servie with listen hannel is started, then the target devie will be onneted to the same tone. If the servie is started with the talk hannel, then the target devie will be onneted to silene. If the automati reonnet timeslot mehanism detets that the soure devie got a talking partner, then the timeslot will be onneted as in the talk oriented ase Joint mode If a onnet timeslot servie with joint mode will be started, then the listen hannel and the talk hannel of the soure devie will be mixed using a onferene iruit. For joint mode for eah soure devie a onferene iruit with two input hannels and an output hannel will be reserved and used. The output of the onferene iruit will be onneted to the target devie. The input hannels of the onferene iruit depend on the state of the soure devie Call and talk oriented Connet Timeslot If the onnet timeslot servie has been started, then the state of the soure devie will be heked. The servie an be started if the soure devie is in a proper state. The proper state depends on the type of the servie (all or talk oriented). Preondition for using the all oriented ConnetTimeslot request is the talk state of the target devie and the non-idle state of the soure devie. With the talk oriented onnet timeslot servie it is only possible to onnet the timeslot of a soure devie to a target devie, if the soure devie is in talk state. Trunks are also supported as soure devies. Note that joint mode and talk oriented onnetion are not work together neither for the listen path nor the talk path. A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-243

254 HipathSpeifiFeatures.fm Call Senarios OpenSape Speifi Features Reonnet Timeslot Esape Servie Reonnet Timeslot Esape servie stops the onnetion to the voie hannel(s) of the soure devie. A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide 5-244

255 CSTA3CallSenariosIX.fm Index Index Symbole Suesful answer all on page A ACD Call Proessing ACD Queuing ACD Routing Flow Diagram ACD Terminology Alternate Call 5-78, 5-79 Answering Call Senarios 5-19 Suesful answer all 5-19 Automati Call Distribution Overview Automati Call Distribution Senarios External ACD Call ompleted to agent External all overflowed to another RCG Make Preditive Call - to external busy devie Make Preditive Call - to external free devie 5-121, B Basi all with Presentation restrited devies Blind Transfer (with loal view in Transferred event) 5-84, 5-86 Blind Transfer with presentation restrited devies 5-229, Bridged Call C Call Bak Call Related Call Completion Senarios Call Bak Call Related Manual Camp On Call Call Forward - Immediate 5-40, 5-42 Call Forward - No Answer 5-36, 5-38 Call Forward Immediate followed by Call Forward No Answer 5-43 Z Call is queued at HG Call is routed to overflow-destination Call Movement Senarios 5-53 Deflet all with ReRouting enabled 5-55 Manual direted park all 5-59 Manual group pikup 5-58 Manual system park 5-61 Call Origination Senarios 5-4, 5-44 Make Call servie 5-13 Manually dialled all 5-4, 5-16 Manually dialled all - alled party is busy 5-5, 5-7 Manually dialled all - dialled number is invalid 5-9 Multi Stage Dialling 5-14 Call Senarios 5-1 Answering Call Senarios 5-19 Call Completion Senarios Call Movement Senarios 5-53 Call Origination Senarios 5-4, 5-44 Conferene Call Senarios Connetion Termination Senarios 5-20 Consultation Call Senarios 5-68 Distribution Call Senarios External inoming alls 5-30 External outgoing alls 5-23 Forwarding Call Senarios 5-36 Hipath Speifi Features Hold/Retrieving Senarios 5-64 Reall Senarios Transfer Call Senarios 5-81 Charateristis of GA Charateristis of HG CheSe Camp on Exeutive - Exeutive is busy Camp on Exeutive - Seretary is busy General Remarks Suessful basi all - all to Exeutive Suessful basi all - Representative is ativated Unsuessful basi all - Exeutive is A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Z-1

256 CSTA3CallSenariosIX.fm Index busy Unsuessful basi all - Seretary is busy Conferene (with loal view in Conferened event) 5-102, Conferene Call Senarios Conferene (with loal view in Conferened event) 5-102, Conferene Reall Conferene with presentation restrited devies 5-230, Connetion Termination Senarios 5-20 Devie disonnets from a all by on-hook 5-20, 5-21 Devie disonnets from a all using the Clear Connetion servie (remaining devie goes bloked) 5-22 Consultation Call Senarios 5-68 Alternate Call 5-78, 5-79 Consulting out of a onferene 5-72 Held Party Releases 5-75, 5-77 Reonnet Call 5-74 Suesful onsultation Call 5-68, 5-70 Consulting out of a onferene 5-72 D hits lear after the override goes onhook after the override Definitions and Abbreviations 5-3 Deflet Call servie 5-53 Deflet all with ReRouting enabled 5-55 Devie disonnets from a all by on-hook 5-20, 5-21 Devie disonnets from a all using the Clear Connetion servie (remaining devie goes bloked) 5-22 Distribution Call Senarios E External ACD Call ompleted to agent External inoming alls 5-30 External inoming all 5-30 External inoming amp-on 5-34 Inoming external all to a busy devie 5-32 External outgoing alls 5-23 External outgoing amp-on 5-28 Manual all to a busy devie outside the CSTA subdomain 5-26 Manual all to a devie outside the CSTA subdomain 5-24 External outgoing amp-on 5-28 F Forwarding Call Senarios 5-36 Call Forward - Busy 5-43 Call Forward - Immediate 5-40, 5-42 Call Forward - No Answer 5-36, 5-38, G General Attendant Charateristis of GA Deflet Different types of GA Diversion to GA fails 5-157, GA2Q GAMQ General desription GA General Rules onerning Multi-Alert-Situations Interept Introdution Known Restritions Night-servie Personal alls Realls to GA Speial Features General Attendant (GA) General Attendant Senarios Interept on a transit node Interept with parallel all to GA2Q Interept with parallel all to GAMQ Interept with parallel all, all is routed to another GA after timeout Interept without parallel all to GA2Q Internal all to GA2Q Night-Servie, General Night Station answers A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Z-2

257 CSTA3CallSenariosIX.fm Index Night-Servie, ZVFEXT 5-177, Overflow from one GA to another GA Trunk-to-trunk supervision H Hard Hold Reall Held Party Releases 5-75, 5-77 Hipath Speifi Features Hold Call 5-64, 5-66 Hold/Retrieving Senarios 5-64 Hold Call 5-64, 5-66 Retrieve Call 5-67 Hunt Group Senarios Call is queued at HG Call is routed to overflow-destination Internal all to HG, Hunt Advane Pik from HG-member Transfer Ringing into HG Hunting Groups (HG) ACD routes MPC-all into HG Called devie Deflet General desription HG Introdution Known Restritions Multi-alert Speial Features I Inoming external all to a busy devie 5-32 Interept on a transit node Interept with parallel all to GA2Q Interept with parallel all to GAMQ Interept with parallel all, all is routed to another GA after timeout Interept without parallel all to GA2Q Internal all to GA2Q Internal all to GAMQ Internal all to HG, Hunt Advane K Keysets Bridged Call M Make Call servie 5-13 Make Preditive Call - to external busy devie Make Preditive Call - to external free devie 5-121, Manual all to a busy devie outside the CSTA subdomain 5-26 Manual all to a devie outside the CSTA subdomain 5-24 Manual Camp On Call Manual direted park all 5-59 Manual System Park 5-63 Manual system park 5-61 Manually dialled all 5-4, 5-16 Manually dialled all - alled party is busy 5-5, 5-7 Manually dialled all - dialled number is invalid 5-9 Multi Stage Dialling 5-14 Multiple Forwarding Senarios 5-43 Call Forward Immediate followed by Call Forward Busy 5-51 Call Forward Immediate followed by Call Forward No Answer 5-43 Call Forward No Answer followed by Call Forward Immediate 5-46 N Netwide override Night-Servie General Night Station answers ZVFEXT 5-177, O Overflow from one GA to another GA Override P Park Reall Timer Expires Park Timer expires Phone Mail Route to free Phone Mail Agent A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Z-3

258 CSTA3CallSenariosIX.fm Index Single Step Call Transfer, Phone Mail transfers 5-95 Pik from HG-member Presentation indiator represented by Private Data R Reall Senarios Conferene Reall Hard Hold Reall Park Reall Timer Expires Park Timer expires Softhold Reall Transfer Reall Transfer with Restrited Connetion Reonnet Call 5-74 Referenes 5-2 Rejet Call Senario Re-Route Request Senario Route Optimization Route Proessing Route Request Senario Route Servies Rejet Call Senario Re-Route Request Senario Route End Request Senario Route Request Senario Route to free Phone Mail Agent original aller alls the agent again Transfer Before ALERT Transfer Call Senarios 5-81 Blind Transfer (with loal view in Transferred event) 5-84, 5-86 Sreened Transfer (with loal view in Transferred event) 5-81, 5-82 Single Step Transfer (with loal view in Transferred event) 5-91, 5-97, 5-99 Single Step Transfer between network interfae devies (with loal view in Transferred event) 5-93 Transfer to a busy station (with loal view in Transferred event) 5-89 Transfer Reall Transfer Ringing into HG Transfer to a busy station (with loal view in Transferred event) 5-89 Transfer with Restrited Connetion Trunk-to-trunk supervision S Sreened Transfer (with loal view in Transferred event) 5-81, 5-82 Silent Monitor Single Step Call Transfer, Phone Mail transfers 5-95 Single Step Transfer between network interfae devies (with loal view in Transferred event) 5-93 Softhold Reall Suesful answer all 5-19 Suesful onsultation Call 5-68, 5-70 T The agent goes onhook and afterwards the A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide Z-4

259 A31003-G9310-I /2014 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide P-2

260 A31003-G9310-I /2014 P-3 OpenSape 4000 CSTA V7 CSTA III Part 2, Developer s Guide