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Call-Handling and Transfer/Conference Events

EventDialing

Description

An attempt to make a call on behalf of the telephony object specified by ThisDN is in progress.

Contents

Event Attribute Type
AgentID Optional
ANI Optional
CallHistory Optional
CallID Mandatory
CallType a Mandatory
ConnID Mandatory
CustomerID Optional
DNIS Optional
Event Mandatory
Extensions Optional
NetworkCallID Optional
NetworkNodeID Optional
OtherDN b Optional
OtherDNRole b Optional
OtherQueue Optional
OtherTrunk Optional
PreviousConnID c Optional
Reasons Optional
ReferenceID Optional
Server Mandatory
ThisDN Mandatory
ThisDNRole Mandatory
ThisQueue d Optional
time Mandatory
TransferredNetworkCallID Optional
TransferredNetworkNodeID Optional
UserData Optional

a. CallType may be Unknown.
b. OtherDN may be either a dialed number or not present if T-Server has no information about the other party. OtherDNRole appears if the attribute OtherDN is present.
c. PreviousConnID must appear if the value of CallType is Consult.
d. ThisQueue must appear in predictive dialing and be equal to ThisDN.

Examples

See the example after EventRinging.

EventRinging

Description

A call has been delivered to the telephony object specified by ThisDN.

Contents

Event Attribute Type
AgentID Optional
ANI Optional
CallHistory Optional
CallID Mandatory
CallState Mandatory
CallType Mandatory
Cause Optional
ConnID Mandatory
CollectedDigits Optional
CustomerID Optional
DNIS Optional
Event Mandatory
Extensions Optional
NetworkCallID Optional
NetworkNodeID Optional
OtherDN Optional
OtherDNRole Optional
OtherQueue Optional
OtherTrunk Optional
PreviousConnID a Optional
Reasons Optional
ReferenceID Optional
Server Mandatory
ThisDN Mandatory
ThisDNRole Mandatory
ThirdPartyDN Optional
ThisQueue b Optional
time Mandatory
TransferredNetworkCallID Optional
TransferredNetworkNodeID Optional
UserData Optional

a. The attribute must appear if the value of CallType is Consult.
b. The attribute must appear in case of an ACD call.

Example

EventRinging Feature Example

EventEstablished

Description

For the application associated with the calling party: the telephony object specified by OtherDN has answered (either the calling party answered or the switch simulated an answer if option auto-answer is set on the switch) and the connection has been established. For the application associated with the called party: the call associated with ConnID has been established.

Contents

Event Attribute Type
Event Mandatory
Server Mandatory
CustomerID Optional
ReferenceID Optional
ConnID Mandatory
PreviousConnID a Optional
CallID Mandatory
CollectedDigits Optional
CallHistory Optional
CallType Mandatory
CallState Optional
AgentID Optional
ThisDN Mandatory
ThisQueue Optional
ThisDNRole Mandatory
NetworkCallID Optional
NetworkNodeID Optional
OtherDN Optional
OtherTrunk Optional
OtherQueue Optional
OtherDNRole Optional
DNIS Optional
ANI Optional
UserData Optional
Reasons Optional
Extensions Optional
time Mandatory
TransferredNetworkCallID Optional
TransferredNetworkNodeID Optional

a. The attribute must appear if the value of CallType is Consult.

EventAbandoned

Description

The caller abandoned the call before it was answered.

Contents

Event Attribute Type
ANI Optional
CallHistory Optional
CallID Mandatory
CallState Mandatory
CallType Mandatory
ConnID Mandatory
CustomerID Optional
DNIS Optional
Event Mandatory
Extensions Optional
PreviousConnID a Optional
NetworkCallID Optional
NetworkNodeID Optional
OtherDN Optional
OtherDNRole Optional
OtherQueue Optional
OtherTrunk Optional
Server Mandatory
ThisDN Mandatory
ThisDNRole Mandatory
ThisQueue b Optional
ThisTrunk Optional
time Mandatory
TransferredNetworkCallID Optional
TransferredNetworkNodeID Optional
UserData Optional

a. The attribute must appear if the value of CallType is Consult.
b. The attribute must appear in case of an ACD call.

EventDestinationBusy

Description

The called party specified by OtherDN is busy with another call.

Contents

Event Attribute Type
ANI Optional
CallHistory Optional
CallID Mandatory
CallState a Optional
CallType Mandatory
ConnID Mandatory
CustomerID Optional
DNIS Optional
Event Mandatory
Extensions Optional
NetworkCallID Optional
NetworkNodeID Optional
OtherDN Optional
OtherQueue Optional
OtherTrunk Optional
PreviousConnID b Optional
Server Mandatory
ThisDN Mandatory
ThisDNRole Mandatory
ThisQueue Optional
time Mandatory
TransferredNetworkCallID Optional
TransferredNetworkNodeID Optional
UserData Optional

a. For scenarios initiated with RequestMakeCall, this attribute may have values that clarify the reason for the destination being busy, for instance CallStateSitInvalidNum.
b. The attribute must appear if the value of CallType is Consult.

EventDiverted

Description

The call has been diverted from the queue to another telephony object.

Contents

Event Attribute Type
CallHistory Optional
CallID Mandatory
CallState Mandatory
CallType Mandatory
ConnID Mandatory
CollectedDigits Optional
CustomerID Optional
Event Mandatory
Extensions Optional
NetworkCallID Optional
NetworkNodeID Optional
OtherDN Optional
OtherDNRole Optional
OtherQueue Optional
OtherTrunk Optional
PreviousConnID a Optional
Server Mandatory
ThirdPartyDN b Optional
ThirdPartyDNRole Optional
ThirdPartyQueue b Optional
ThisDN c Mandatory
ThisDNRole Mandatory
ThisQueuec Mandatory
ThisTrunk Optional
time Mandatory
TransferredNetworkCallID Optional
TransferredNetworkNodeID Optional
UserData Optional

a. The attribute must appear if the value of CallType is Consult.
b. Attributes must be present if the value of CallState is Redirected. (See Redirect-Call Service.) In all other call scenarios, ThirdPartyDN must be present only if such information is provided by a CTI link.
c. These attributes must be equal.

EventHeld

Description

The call has been placed on hold.

Contents

Event Attribute Type
AgentID Optional
ANI Optional
CallHistory Optional
CallID Mandatory
CallType Mandatory
ConnID Mandatory
CustomerID Optional
DNIS Optional
Event Mandatory
Extensions Optional
NetworkCallID Optional
NetworkNodeID Optional
OtherDN Optional
OtherDNRole Optional
OtherQueue Optional
OtherTrunk Optional
PreviousConnID a Optional
Reasons Optional
ReferenceID Optional
Server Mandatory
ThisDN Mandatory
ThisDNRole Mandatory
ThisQueue Optional
time Mandatory
TransferredNetworkCallID Optional
TransferredNetworkNodeID Optional
UserData Optional

a. The attribute must appear if the value of CallType is Consult.

EventNetworkReached

Description

The call has reached the public network interface.

Contents

Event Attribute Type
ANI Optional
CallHistory Optional
CallID Mandatory
CallType Mandatory
ConnID Mandatory
CustomerID Optional
DNIS Optional
Event Mandatory
Extensions Optional
NetworkCallID Optional
NetworkNodeID Optional
OtherDN Optional
OtherDNRole Optional
OtherTrunk Optional
PreviousConnID a Optional
Server Mandatory
ThisDN Mandatory
ThisDNRole Mandatory
ThisTrunk Optional
time Mandatory
TransferredNetworkCallID Optional
TransferredNetworkNodeID Optional
UserData Optional

a. The attribute must appear if the value of CallType is Consult.

EventPartyAdded

Description

One or more parties has been added to the call as a result of a conference.

If only one party is added (as in the case of a simple conference call), the corresponding telephony object is specified in OtherDN.

If more than one party is added, then the corresponding telephony objects are specified in one of the following ways (depending on a particular T-Server):

  • If a single EventPartyAdded message, the following keys are specified in the Extensions attribute:
    • NumOfConsultDNs key—The number of added parties.
    • ConsultDN-k keys—The directory number of the k-th added party.
  • If multiple EventPartyAdded messages, one for each party on the consultation call joining the main call, the corresponding telephony object is specified in OtherDN.

Contents

Event Attribute Type
AgentID Optional
ANI Optional
CallHistory Optional
CallState Optional
CallType Mandatory
ConnID Mandatory
CustomerID Optional
DNIS Optional
Event Mandatory
Extensions Optional
NetworkCallID Optional
NetworkNodeID Optional
OtherDN Optional
OtherDNRole Optional
OtherQueue Optional
OtherTrunk Optional
Server Mandatory
ThirdPartyDN a Mandatory
ThirdPartyDNRole a Mandatory
ThisDN Mandatory
ThisDNRole Mandatory
ThisQueue Optional
ThisTrunk Optional
time Mandatory
TransferredNetworkCallID Optional
TransferredNetworkNodeID Optional
UserData Optional

a. This attribute is not present if the switch does not distribute it to T-Server.

EventPartyChanged

Description

The telephony object specified by OtherDN has replaced the telephony object specified by OtherDN in the previously received event; or the PreviousConnID of the call has been given a new value, ConnID.

Contents

Event Attribute Type
AgentID Optional
ANI Optional
CallHistory Optional
CallID Mandatory
CallState a Mandatory
CallType Mandatory
ConnID Mandatory
CustomerID Optional
DNIS Optional
Event Mandatory
Extensions Optional
NetworkCallID Optional
NetworkNodeID Optional
OtherDN b Optional
OtherDNRole b Optional
OtherTrunk b Optional
PreviousConnID Mandatory
Server Mandatory
ThirdParty c Mandatory
ThirdPartyDNRole b Mandatory
ThisDN Mandatory
ThisDNRole Mandatory
ThisQueue Optional
ThisTrunk Optional
time Mandatory
TransferredNetworkCallID Optional
TransferredNetworkNodeID Optional
UserData Optional

a. The value can be either Transferred or Conferenced. For more information, see Call Models and Flows.
b. The attribute must not appear if the CallState is Conferenced.
c. This attribute is not present if the switch does not distribute it to T-Server.

EventPartyDeleted

Description

The telephony object specified by OtherDN has been deleted from the conference call in question.

Contents

Event Attribute Type
AgentID Optional
ANI Optional
CallHistory Optional
CallID Mandatory
CallState a Mandatory
CallType Mandatory
ConnID Mandatory
CustomerID Optional
DNIS Optional
Event Mandatory
Extensions Optional
NetworkCallID Optional
NetworkNodeID Optional
OtherDN Optional
OtherDNRole Optional
OtherQueue Optional
OtherTrunk Optional
Reasons Optional
ReferenceID Optional
Server Mandatory
ThirdPartyDN Optional
ThirdPartyDNRole Optional
ThisDN Mandatory
ThisDNRole Mandatory
ThisQueue Optional
ThisTrunk Optional
time Mandatory
TransferredNetworkCallID Optional
TransferredNetworkNodeID Optional
UserData Optional

a. The attribute indicates whether a call is still considered as a conference (that is, the number of parties in the call is more than two).

EventQueued

Description

The call has been queued in the ACD group specified by ThisQueue.

Contents

Event Attribute Type
AgentID Optional
ANI Optional
CallHistory Optional
CallID Mandatory
CallState Optional
CallType Mandatory
CollectedDigits Optional
ConnID Mandatory
CustomerID Optional
DNIS Optional
Event Mandatory
Extensions Optional
LastCollectedDigit Optional
NetworkCallID Optional
NetworkNodeID Optional
OtherDN Optional
OtherDNRole Optional
OtherQueue Optional
OtherTrunk Optional
PreviousConnID a Optional
Server Mandatory
ThisDN b Mandatory
ThisDNRole Mandatory
ThirdPartyDN Optional
ThisQueueb Mandatory
ThisTrunk Optional
time Mandatory
TransferredNetworkCallID Optional
TransferredNetworkNodeID Optional
UserData Optional

a. The attribute must appear if the value of CallType is Consult.
b. These attributes must be equal.

EventBridged

Description

Used in situations where Coverage Path is available or bridged calls can be handled. EventBridged indicates an extension, besides the one pointed to by ThisDN, has picked up the call, and that the telephony object specified by ThisDN is no longer ringing (although it still can pick up the call, establishing a three-way conversation).

EventBridged is used to describe a state where the call is neither ringing nor established. The nature of a bridge is such that it is possible for a call to move to a bridged state even after it has been released. Because of this, only calls released through CTI will be detected as moving into the bridged state. If a client issues a RequestReleaseCall() on a bridged call with two or more active bridged or bridging parties, EventReleased, with CallState = CallStateBridged, follows for the releasing party; the releasing party then receives EventBridged. At this point, a client may issue a RequestAnswerCall() to activate the call. If the client does this, EventEstablished follows.

Notes:

  • Currently, T-Server does not fully support placing a bridged or bridging call on hold when there is only one active bridge. If a client attempts to place such a call on hold, T-Server does not reflect the held state of all members.
  • Transferring and conferencing a bridged or bridging call currently works only when there is no more than one active bridge member.
  • There may be cases where a call is made from a bridged DN to the principle extension on the bridge. In such an instance, the dialing and ringing between two DNs on the same bridge is happening within the context of a single call. While such a circumstance is supported, the bridged appearance of the call should be ignored and not used.

Contents

Event Attribute Type
Event Mandatory
Server Mandatory
CustomerID Optional
ConnID Mandatory
PreviousConnID a Optional
CallID Mandatory
CollectedDigits Optional
CallHistory Optional
CallType Mandatory
CallState b Optional
AgentID Optional
ThisDN Mandatory
ThisQueue c Optional
ThisDNRole Mandatory
NetworkCallID Optional
NetworkNodeID Optional
OtherDN b Optional
OtherTrunk b Optional
OtherQueue Optional
OtherDNRoleb Optional
DNIS Optional
ANI Optional
UserData Optional
Extensions Optional
time Mandatory
TransferredNetworkCallID Optional
TransferredNetworkNodeID Optional

a. The attribute must appear if the value of CallType is Consult.
b. For the Avaya Communication Manager only: In a Coverage Path scenario, the second party that has answered a call must receive CallState=Conferenced, but does not receive information about the other party (OtherDN = NULL). See Call Models and Flows.
c. The attribute must appear in case of an ACD call.

EventReleased

Description

The telephony object specified by ThisDN has disconnected or has been dropped from the call.

Contents

Event Attribute Type
AgentID Optional
ANI Optional
CallHistory Optional
CallID Mandatory
CallState Mandatory
Cause Optional
CallType Mandatory
ConnID Mandatory
CollectedDigits Optional
CustomerID Optional
DNIS Optional
Event Mandatory
Extensions Optional
NetworkCallID Optional
NetworkNodeID Optional
OtherDN a Optional
OtherDNRole a Optional
OtherQueue a Optional
OtherTrunk a Optional
PreviousConnID b Optional
Reasons Optional
ReferenceID Optional
Server Mandatory
ThirdPartyDN c Optional
ThisDN Mandatory
ThisDNRole Mandatory
ThisQueue Optional
ThisTrunk Optional
time Mandatory
TransferredNetworkCallID Optional
TransferredNetworkNodeID Optional
UserData Optional

a. This attribute does not appear if the release is from a conference. In all other call scenarios, the attribute must be present only if such information is provided by a CTI link.
b. The attribute must appear if the value of CallType is Consult.
c. The appearance of ThirdPartyDN depends on the following conditions:

  • If information about the new destination is available from the switch at the moment when EventReleased is generated, then ThirdPartyDN is mandatory. Or, if T-Server has initiated a single-step transfer, redirection, or previously set the forwarding target, this attribute is also mandatory.
  • If a call has gone through a single-step transfer, been redirected, or forwarded by another application (not the T-Server in question), this attribute is absent.

Example

EventReleased Feature Example

For more information, refer to Call Models and Flows.

EventRetrieved

Description

The call has been retrieved from hold.

Contents

Event Attribute Type
AgentID Optional
ANI Optional
CallHistory Optional
CallID Mandatory
CallState Mandatory
CallType Mandatory
ConnID Mandatory
CustomerID Optional
DNIS Optional
Event Mandatory
Extensions Optional
OtherDN a Optional
OtherDNRole a Optional
OtherQueue a Optional
OtherTrunk a Optional
NetworkCallID Optional
NetworkNodeID Optional
Reasons Optional
ReferenceID Optional
Server Mandatory
ThisDN Mandatory
ThisDNRole b Mandatory
ThisQueue c Optional
ThisTrunk Optional
time Mandatory
TransferredNetworkCallID Optional
TransferredNetworkNodeID Optional
UserData Optional

a. In all call scenarios, this attribute must be present only if the information is provided by a CTI link.
b. The value here is the same as that for the events preceding EventRetrieved (EventEstablished and EventRinging) for the same call.
c. The value here is the same as that for the events preceding EventRetrieved (EventEstablished and EventRinging) for the same call. (For non-ACD calls, ThisQueue is not reported.)

This page was last edited on September 11, 2018, at 21:33.

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