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Monitoring Calls

Service Observing on Agent

The following graphics and table describe service observing on an agent.

Service Observing on Agent
Agent Releases First
External Party Releases First
Observer Releases First
PARTY A

(External)

PARTY B
PARTY C

(Service Observer)

Inbound Call



EventRinging

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



Answer (TAnswerCall)



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

EventRinging

ConnID 1
ThisDN C
ThisDNRole Observer
OtherDN A a
OtherDNRole Origination b
CallState Bridged


EventPartyAdded

ConnID 1
ThisDN B
ThisDNRole Destination
OtherDN C
OtherDNRole Observer
CallState Bridged

EventEstablished
ConnID 1
ThisDN C
ThisDNRole Observer
OtherDN A
OtherDNRole Origination
CallState Bridged

Conference

Release Phase, see description below.

a. T-Servers for some switches use the party that initialized the Service Observer instead of Party A. b. T-Servers for some switches use the role of the party that initialized the Service Observer instead of the role of Party A.

Agent Releases First
PARTY A

(External)

PARTY B
PARTY C

(Service Observer)


Release (TReleaseCall)



EventReleased

ConnID 1
ThisDN B
ThisDNRole Destination
CallState OK

EventPartyDeleted
ConnID 1
ThisDN C
ThisDNRole Observer
OtherDN B
OtherDNRole DeletedParty
CallState OK



EventReleased

ConnID 1
ThisDN C
ThisDNRole Observer
OtherDN A
CallState OK

External Party Releases First
PARTY A

(External)

PARTY B
PARTY C

(Service Observer)

External Party Releases a Call




EventPartyDeleted

ConnID 1
ThisDN B
ThisDNRole Destination
OtherDN A
OtherDNRole DeletedParty
ThirdPartyDNRole Observer a
ThirdPartyDN C a
CallState OK

EventPartyDeleted

ConnID 1
ThisDN C
ThisDNRole Observer
OtherDN A
OtherDNRole DeletedParty
CallState OK


EventReleased

ConnID 1
ThisDN B
ThisDNRole Destination
OtherDN C
CallState OK

EventReleased
ConnID 1
ThisDN C
ThisDNRole Observer
OtherDN B
CallState OK

a. The attribute contains observer information.

Observer Releases First
PARTY A

(External)

PARTY B
PARTY C

(Service Observer)



Observer Releases a Call

EventPartyDeleted

ConnID 1
ThisDN B
ThisDNRole Destination
OtherDN C
OtherDNRole Observer
ThirdPartyDNRole DeletedBy
ThirdPartyDN C
CallState OK

EventReleased

ConnID 1
ThisDN C
ThisDNRole Observer
CallState OK

Release Phase (ConnID 1)

Abnormal Call Flow

Interruption Point

PARTY A

PARTY B

PARTY C

*


EventAbandoned
ConnID 1
ThisDN B
OtherDN A
CallState OK


Service Observing for Agent-Initiated Call

The following graphic and table describe service observing for an agent-initiated call.

Service Observing for Agent-Initiated Call
PARTY A
PARTY B
PARTY C
EventRinging

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

EventDialing

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


Answer


EventEstablished

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

EventEstablished

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


EventPartyAdded

ConnID 1
ThisDN A
ThisDNRole Destination
OtherDN C
OtherDNRole Observer
CallState Bridged

EventPartyAdded

ConnID 1
ThisDN B
ThisDNRole Origination
OtherDN C
OtherDNRole Observer
CallState Bridged

EventRinging

ConnID 1
ThisDN C
ThisDNRole Observer
OtherDN B
OtherDNRole Origination
CallState Bridged



Answer


EventEstablished

ConnID 1
ThisDN C
ThisDNRole Observer
CallState Bridged

Conference

Release Phase, see description in Service Observer on Agent.

Service Observing on Queue

The following graphic and table describe service observing on the queue.

Service Observing on Queue
PARTY A

(External)

PARTY B
PARTY C

Party D
(Observer)

Inbound Call



EventQueued

ConnID 1
ThisDN B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination


EventRinging

ConnID 1
ThisDN D
ThisDNRole Observer
OtherDN A
OtherDNRole Origination
CallState Bridged




EventEstablished

ConnID 1
ThisDN D
ThisDNRole Observer
OtherDN A
OtherDNRole Origination
CallState Bridged


EventDiverted

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

EventRinging

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




Answer

(TAnswerCall)




EventEstablished

ConnID 1
ThisDN C
ThisDNRole Destination
OtherDN A
OtherDNRole Origination
CallState Bridged
Extensions:

OrigDN-1=A
OrigDN-2=D
EventPartyAdded

ConnID 1
ThisDN D
ThisDNRole Observer
OtherDN C
OtherDNRole NewParty
ThirdPartyDN C
ThirdPartyDNRole AddedBy
CallState Bridged

Conference

Release Phase, see description in Service Observer on Agent.

Abnormal Call Flow

Interruption Point

PARTY A

PARTY B

PARTY C

PARTY D

*

EventAbandoned
ConnID 1
ThisDN C
OtherDN A
CallState OK

EventReleased
ConnID 1
ThisDN D
ThisDNRole Observer
OtherDN A
CallState OK

This page was last modified on March 21, 2018, at 17:48.

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