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Basic Call Models

This section documents the basic scenarios under which calls arrive in a contact center.

Note the following comments in the call models:

*OPT—Optional.

*DIAL—May be a dialed number or is not present if T-Server has no information about the other party.

Simple Call Model

Simple Call Model

Connection-Establishing Phase (Internal/Inbound Call)

The following graphic and table describe the connection establishing phase (internal/inbound call).

Connection-Establishing Phase (Internal/Inbound Call)


PARTY A PARTY B
Make Call to B (TMakeCall)
EventDialing

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN *DIAL
OtherDNRole Destination *DIAL

EventRinging

ConnID 1
ThisDN B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination
CallState OK

Answer (TAnswerCall)
EventEstablished

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN B
OtherDNRole Destination

EventEstablished

ConnID 1
ThisDN B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination

Conversation


Abnormal Call Flow
Interruption Point PARTY A PARTY B
* EventReleased

ConnID 1
ThisDN A
ThisDNRole Origination
CallState OK

** EventDestinationBusy

ConnID 1
ThisDN A
ThisDNRole Origination
CallState a

*** EventReleased

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN B *DIAL
OtherDNRole Destination *DIAL
CallState OK

EventAbandoned

ConnID 1
ThisDN B
OtherDN A
CallState OK

a. CallState may have values that clarify the reason for the destination being busy, for instance CallState SitInvalidNum.

Connection-Establishing Phase (Internal/Inbound Call to ACD)

The following graphic and table describe the connection establishing phase (internal/inbound call to ACD).

Connection-Establishing Phase (Internal/Inbound Call to ACD)


PARTY A PARTY B (ACD Group) PARTY C
Make Call to B
EventDialing

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN B *DIAL
OtherDNRole Destination *DIAL

EventQueued

ConnID 1
ThisDN B
ThisQueue B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination

Diverts call to C
EventDiverted

ConnID 1
ThisDN B
ThisQueue B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination
ThirdPartyDN C *OPT
ThirdPartyDNRole Destination *OPT

EventRinging

ConnID 1
ThisDN C
ThisQueue B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination
CallState OK

Answer (TAnswerCall)
EventEstablished

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN C
OtherDNRole Destination

EventEstablished

ConnID 1
ThisDN C
ThisQueue B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination

Conversation


Abnormal Call Flow
Interruption Point PARTY A PARTY B PARTY C
* EventReleased

ConnID 1
ThisDN A
OtherDN B
CallState OK

EventAbandoned

ConnID 1
ThisDN B
OtherDN A
CallState OK

** EventReleased

ConnID 1
ThisDN A
OtherDN B
CallState OK

*** EventReleased

ConnID 1
ThisDN A
OtherDN C
CallState OK

EventAbandoned

ConnID 1
ThisDN C
OtherDN A
CallState OK

Connection-Establishing Phase (Internal/Inbound Call Queued to Multiple ACDs)

The following graphic and table describe the connection establishing phase (internal/inbound call queued to multiple ACDs).

Connection-Establishing Phase (Internal/Inbound Call Queued to Multiple ACDs)


PARTY A PARTY B (ACD) PARTY C (ACD) PARTY D
Make Internal/Inbound Call to B (ACD)
EventDialing

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN B *DIAL
OtherDNRole Destination *DIAL

EventQueued

ConnID 1
ThisDN B
ThisQueue B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination

EventQueued

ConnID 1
ThisDN C
ThisQueue C
ThisDNRole Destination
OtherDN A
OtherDNRole Origination

Diverts Call to D
EventDiverted

ConnID 1
ThisDN B
ThisDNRole Origination
OtherDN C
OtherDNRole Destination

EventDiverted

ConnID 1
ThisDN C
ThisQueue C
ThirdPartyDN D
ThirdPartyQueue B
CallState Redirected a

EventRinging

ConnID 1
ThisDN D
ThisQueue B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination
CallState OK

Answer (TAnswerCall)
EventEstablished

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN D
OtherDNRole Destination
CallState OK

EventEstablished

ConnID 1
ThisDN D
ThisDNRole Destination
OtherDN A
OtherDNRole Origination
CallState OK

Conversation

a. For ACD configurations where calls are distributed to agents assigned directly to ACD groups, CallState and its value of Redirected are present. For ACD configurations where calls are distributed to agents assigned to secondary ACD groups associated with top-level ACD queues, the CallState, with the value Redirected, is not present.


Abnormal Call Flow
Interruption Point PARTY A PARTY B PARTY C PARTY D
* EventReleased

ConnID 1
ThisDN A
OtherDN B
CallState OK

EventAbandoned

ConnID 1
ThisDN B
ThisQueue B
OtherDN A
CallState OK

** EventReleased

ConnID 1
ThisDN A
OtherDN B
CallState OK

EventAbandoned

ConnID 1
ThisDN B
ThisQueue B
OtherDN A
CallState OK

EventAbandoned

ConnID 1
ThisDN C
ThisQueue C
OtherDN A
CallState OK

*** EventReleased

ConnID 1
ThisDN A
OtherDN D
CallState OK

**** EventReleased

ConnID 1
ThisDN A
OtherDN D
CallState OK

EventAbandoned

ConnID 1
ThisDN D
ThisQueue C
OtherDN A
CallState OK

Connection-Establishing Phase (Internal/Inbound Call with Call Parking)

The following graphic and table describe the connection establishing phase (internal/inbound call with call parking).

Connection-Establishing Phase (Internal/Inbound Call with Call Parking)


PARTY A PARTY B
Make Call To B (TMakeCall)
EventDialing

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN B *DIAL
OtherDNRole Destination *DIAL

Call Is Parked On B
EventDestinationBusy *OPT

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN B *DIAL
OtherDNRole Destination *DIAL

EventQueued

ConnID 1
ThisDN B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination
CallState OK

Call Is Picked Up By B
EventRinging

ConnID 1
ThisDN B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination
CallState OK

Answer (TAnswerCall)
EventEstablished

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN B
OtherDNRole Destination

EventEstablished

ConnID 1
ThisDN B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination

Conversation


Abnormal Call Flow
Interruption Point PARTY A PARTY B
* EventReleased

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN B *DIAL
OtherDNRole Destination *DIAL
CallState OK

EventAbandoned

ConnID 1
ThisDN B
OtherDN A
CallState OK

Connection-Establishing Phase (Internal/Inbound Call with Routing—RouteQueue Case)

The following graphic and table describe the connection establishing phase (internal/inbound call with routing - RouteQueue case).

Connection-Establishing Phase (Internal/Inbound Call with Routing—RouteQueue Case)
PARTY A PARTY B (Routing Point/CDN) PARTY C
Make Incoming Call to Information Service
EventDialing

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN B
OtherDNRole Destination

EventQueued

ConnID 1
ThisDN B
ThisQueue B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination

EventRouteRequest
ConnID 1
ThisDN B
ThisQueue B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination

Route Call to C a (TRouteCall)
EventRouteUsed

ConnID 1
ThisDN B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination
ThirdPartyDN C *OPT
ThirdPartyDNRole Destination *OPT

EventDiverted
ConnID 1
ThisDN B
ThisQueue B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination
ThirdPartyDN C *OPT
ThirdPartyDNRole Destination *OPT

EventRinging

ConnID 1
ThisDN C
ThisQueue B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination
CallState OK

Answer (TAnswerCall)
EventEstablished

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN C
OtherDNRole Destination

EventEstablished

ConnID 1
ThisDN C
ThisDNRole Destination
OtherDN A
OtherDNRole Origination

Conversation

a. RouteCall to C (TRouteCall()) may be missing.


Abnormal Call Flow
Interruption Point PARTY A PARTY B PARTY C
*

And
**

EventReleased

ConnID 1
ThisDN A
OtherDN B
CallState OK

EventAbandoned

ConnID 1
ThisDN B
OtherDN A
CallState OK

*** EventReleased

ConnID 1
ThisDN A
OtherDN C
CallState OK

**** EventReleased

ConnID 1
ThisDN A
OtherDN C
CallState OK

EventAbandoned

ConnID 1
ThisDN C
OtherDN A
CallState OK

a. RouteCall to C (TRouteCall()) may be missing.

Connection-Establishing Phase (Internal/Inbound Call with Routing)

The following graphic and table describe the connection establishing phase (internal/inbound call with routing).

Connection-Establishing Phase (Internal/Inbound Call with Routing)
PARTY A PARTY B (Routing Point/CDN) PARTY C
Make Incoming Call to Information Service
EventDialing

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN B *DIAL
OtherDNRole Destination *DIAL

EventRouteRequest

ConnID 1
ThisDN B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination

Route Call to C a (TRouteCall)
EventRouteUsed

ConnID 1
ThisDN B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination
ThirdPartyDN C b
ThirdPartyDNRole Destination *OPT
CallState OK/Redirected c



EventRinging

ConnID 1
ThisDN C
ThisDNRole Destination
OtherDN A
OtherDNRole Origination
CallState OK

Answer (TAnswerCall)
EventEstablished

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN C
OtherDNRole Destination

EventEstablished

ConnID 1
ThisDN C
ThisDNRole Destination
OtherDN A
OtherDNRole Origination

Conversation

a. Not present if a call has been routed by default; that is, a switch did not receive any routing instruction from a computer domain within a timeout configured on the switch side (scripted or otherwise) and therefore processed the call using switch logic. b. Content of ThirdPartyDN depends on the call scenario:

  • If information about the destination is available at the moment EventRouteUsed is generated, this attribute is mandatory; a DN where the call has been delivered must be reported.
  • If the information is not available, but the call has been routed through T-Server, this attribute is mandatory; a DN where the call has been sent must be reported.
  • If a call has been routed to a default destination or routed by another application, this attribute is optional (depends on switch capabilities).

c. CallState has a value of Redirected (22) if a call has been routed by a switch. For Aspect ACD, Rockwell Spectrum, and Hicom 300 E CS switches, the attribute Callstate is not present.


Abnormal Call Flow
Interruption Point PARTY A PARTY B PARTY C
* EventReleased

ConnID 1
ThisDN A
OtherDN B
CallState OK

EventAbandoned

ConnID 1
ThisDN B
OtherDN A
CallState OK

** EventReleased

ConnID 1
ThisDN A
OtherDN C
CallState OK

EventAbandoned a

ConnID 1
ThisDN B
OtherDN A
CallState OK

*** EventReleased

ConnID 1
ThisDN A
OtherDN C
CallState OK

**** EventReleased

ConnID 1
ThisDN A
OtherDN C
CallState OK

EventAbandoned

ConnID 1
ThisDN C
OtherDN A
CallState OK

a. EventError must be sent after EventAbandoned in this case to make the ReferenceID available.

Connection-Establishing Phase (Internal/Inbound Call with Routing Outbound)

The following graphic and table describe the connection establishing phase (internal/inbound call with routing outbound).

Connection-Establishing Phase (Internal/Inbound Call with Routing Outbound)


PARTY A PARTY B (Routing Point) PARTY C
Incoming Call
EventDialing

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN B *DIAL
OtherDNRole Destination *DIAL

EventRouteRequest

ConnID 1
ThisDN B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination

Route Call to C a (TRouteCall)


EventNetworkReached
ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN C *DIAL
OtherDNRole Destination *DIAL

EventRouteUsed

ConnID 1
ThisDN B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination
ThirdPartyDN C b
ThirdPartyDNRole Destination *OPT
CallState OK/Redirected c



EventRinging
ConnID 1
ThisDN C
ThisDNRole Destination
OtherDN A
OtherDNRole Origination
CallState OK

Answer (TAnswerCall)
EventEstablished

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN C
OtherDNRole Destination

EventEstablished

ConnID 1
ThisDN C
ThisDNRole Destination
OtherDN A
OtherDNRole Origination

Conversation

a. Not present if a call has been routed by default; that is, a switch did not receive any routing instruction from a computer domain within a timeout configured on the switch side (scripted or otherwise) and therefore processed the call using switch logic. b. Content of ThirdPartyDN depends on the call scenario:

  • If information about the destination is available at the moment EventRouteUsed is generated, this attribute is mandatory; a DN where the call has been delivered must be reported.
  • If the information is not available, but the call has been routed through T-Server, this attribute is mandatory; a DN where the call has been sent must be reported.
  • If a call has been routed to a default destination or routed by another application, this attribute is optional (depends on switch capabilities).

c. CallState has a value of Redirected (22) if a call has been routed by a switch. For Nortel Communication Server 1000 with SCCS MLS, Aspect ACD, Rockwell Spectrum, and Hicom 300 E CS switches, the attribute CallState is not present.


Abnormal Call Flow
Interruption Point PARTY A PARTY B PARTY C
* EventReleased

ConnID 1
ThisDN A
OtherDN B
CallState OK

EventAbandoned

ConnID 1
ThisDN B
OtherDN A
CallState OK

** EventReleased

ConnID 1
ThisDN A
OtherDN C
CallState OK

EventAbandoned

ConnID 1
ThisDN C
OtherDN A
CallState OK

Connection-Establishing Phase (Outbound Call)

The following graphic and table describe the connection establishing phase (outbound call).

Connection-Establishing Phase (Outbound Call)


PARTY A PARTY B
Make Outside Call (TMakeCall)
EventDialing

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN B *DIAL
OtherDNRole Destination *DIAL

EventNetworkReached a

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN B *DIAL
OtherDNRole Destination *DIAL

Answer
EventEstablished

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN B *OPT
OtherDNRole Destination *OPT

Conversation

a. When a switch does not report network reached, T-Server simulates EventNetworkReached right before distributing EventEstablished.


Abnormal Call Flow
Interruption Point PARTY A
* EventReleased

ConnID 1
ThisDN A
OtherDN B
CallState OK

** EventDestinationBusy

ConnID 1
ThisDN A
OtherDN B
CallState a

*** EventReleased

ConnID 1
ThisDN A
OtherDN B
CallState OK

a. CallState may have values that clarify the reason for the destination being busy, for instance CallStateSitInvalidNum.

Connection-Establishing Phase While On Hold (Internal/Outbound Call)

The following graphic and table describe the connection establishing phase (internal/outbound call).

Connection-Establishing Phase While On Hold (Internal/Outbound Call)


PARTY A PARTY B
Call to B
EventDialing

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN B
OtherDNRole Destination
CallState OK

EventRinging

ConnID 1
ThisDN B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination
CallState OK

Hold
EventHeld

ConnID 1
ThisDN A
OtherDN B

Answer
EventEstablished

ConnID 1
ThisDN A
OtherDN B

EventEstablished

ConnID 1
ThisDN B
OtherDN A

Retrieve
EventRetrieved

ConnID 1
ThisDN A
OtherDN B
CallState OK

This page was last edited on March 22, 2018, at 00:48.

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