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Special Cases

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.

Outbound Call to a Busy Destination

The following graphic and table describe an outbound call to a busy destination.

Outbound Call to a Busy Destination


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

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

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

B is busy
EventDestinationBusy

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

Release Phase (ConnID 1)


Abnormal Call Flow
Interruption Point PARTY A
* EventReleased

ConnID 1
ThisDN A
OtherDN B
CallState OK

** EventReleased

ConnID 1
ThisDN A
OtherDN B
CallState OK

Rejected Call

Call rejection can apply both to incoming and outgoing calls. However, since most call centers forbid dropping the caller (without explaining why the call cannot be answered), for the inbound version of this, rejection is primarily for re-routing calls on a network level.

Generally, the rejected call scenario works either with RouteTypeDefault and an empty destination to reject the route request (using the default route destination as configured on the switch), or RouteTypeCallDisconnect to reject the call. (RouteTypeReject has been deprecated since it is switch-specific.) Two scenarios are applicable here. Rejected Call (Route Point) shows this with a route point involved, and Rejected Call (Route Queue) shows it with a route queue.

The following graphic and table describe a rejected call (route point).

Rejected Call (Route Point)


External Party Route Point
Place Inbound Call to Route Point
EventRouteRequest

ConnID 1
ThisDN B
OtherDN A
CallState OK

TRouteCall

(TRouteType=TRouteCallDisconnect)

EventRouteUsed

ConnID 1
ThisDN B
OtherDN A
CallState OK
Note: ThirdPartyDN is not present for this event.

The following graphic and table describe a rejected call (route queue).

Rejected Call (Route Queue)


External Party Route Queue
Place Inbound Call to Route Point
EventQueued

ConnID 1
ThisDN B
OtherDN A
CallState OK

EventRouteRequest
ConnID 1
ThisDN B
OtherDN A
CallState OK

TRouteCall

(TRouteType=TRouteCallDisconnect)

EventRouteUsed

ConnID 1
ThisDN B
OtherDN A
CallState OK
Note: ThirdPartyDN is not present for this event.

EventDiverted
ConnID 1
ThisDN B
OtherDN A
CallState Dropped
Note: ThirdPartyDN is not present for this event.

Internal Call to Destination with DND Activated

The following graphic and table describe an internal call to destination with DND activated.

Internal Call to Destination with DND Activated


PARTY A PARTY B
Press DND button (TSetDNDOn)
EventDNDOn

ThisDN B

Make Call to B (TMakeCall)
EventDialing

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

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

Release (TReleaseCall)
EventReleased

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

Press DND button again (TSetDNDOff)
EventDNDOff

ThisDN B


Abnormal Call Flow
Interruption Point PARTY A
* EventReleased

ConnID 1
ThisDN A
OtherDN B
CallState OK

Call Forwarding (on No Answer)

The following graphic and table describe call forwarding (on no answer).

Call Forwarding (on No Answer)


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

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

EventRinging

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

Call Forwarding

(On No Answer)

EventReleased

ConnID 1
ThisDN B
ThirdPartyDN C
ThisDNRole Destination
OtherDN A
OtherDNRole Origination
CallState Forwarded

EventRinging

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

Answer (TAnswerCall)
EventEstablished

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN C
OtherDNRole Destination

EventEstablished

ConnID 1
ThisDN C
ThisDNRole Destination
OtherDN A
OtherDNRole Origination

Release Phase (ConnID 1)


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

Alternate-Call Service

The following graphic and table describe alternate-call service.

Alternate-Call Service


PARTY A PARTY B PARTY C

Call-Establishing Phase (ConnID 1)

Hold (THoldCall)
EventHeld

ConnID 1
ThisDN B
OtherDN A

Call-Establishing Phase (ConnID 2)

Alternate (TAlternateCall)
EventHeld

ConnID 2
ThisDN B
OtherDN C

EventRetrieved a

ConnID 1
ThisDN B
OtherDN A
CallState OK

Conversation (ConnID 1)

a. With EventRetrieved, the values for attributes ThisDNRole and ThisQueue are the same as those for the attributes of the same names, if any, in the events preceding EventRetrieved (EventEstablished and EvenRinging). For non-ACD calls, however, ThisQueue is not reported.


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

ConnID 1
ThisDN A
OtherDN B
CallState OK

EventReleased

ConnID 1
ThisDN B
OtherDN A
CallState OK

Reconnect-Call Service

The following graphic and table describe reconnect-call service.

Reconnect-Call Service
PARTY A PARTY B PARTY C

Call-Establishing Phase (ConnID 1)

Hold (THoldCall) or

Transfer (TInitiateTransfer) */
Conference (TInitiateConference) a

EventHeld

ConnID 1
ThisDN B
OtherDN A

Any Phase of a Call (ConnID 2)

Reconnect (TReconnectCall)
EventReleased

ConnID 2
ThisDN B
OtherDN C
CallState OK

EventRetrieved b
ConnID 1
ThisDN B
OtherDN A
CallState OK

EventReleased/EventAbandoned

ConnID 2
ThisDN C
OtherDN B
CallState OK

Conversation (ConnID 1)

a. For the Hicom 300 E CS switch: service is available when EventHeld is generated as a result of one of these requests.
b. With EventRetrieved, the values for attributes ThisDNRole and ThisQueue are the same as those for the attributes of the same names, if any, in the events preceding EventRetrieved (EventEstablished and EvenRinging). For non-ACD calls, however, ThisQueue is not reported.


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

ConnID 1
ThisDN A
OtherDN B
CallState OK

EventReleased

ConnID 1
ThisDN B
OtherDN A
CallState OK

Redirect-Call Service

The following graphic and table describe redirect-call service.

Redirect-Call Service


PARTY A PARTY B PARTY C
EventDialing

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

EventRinging

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

Redirect (TRedirectCall)
EventReleased

ConnID 1
ThisDN B
ThirdPartyDN C
OtherDN A
CallState Redirected






EventRinging
ConnID 1
ThisDN C
ThirdPartyDN B
CallState Redirected

Answer (TAnswerCall)
EventEstablished

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN C
OtherDNRole Destination

EventEstablished

ConnID 1
ThisDN C
ThisDNRole Destination
OtherDN C
OtherDNRole Origination

Conversation (ConnID 1)


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

Internal/Inbound Call with Bridged Appearance

The following graphic and table describe an internal/inbound call with bridged appearance.

Internal/Inbound Call with Bridged Appearance


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

or Inbound Call

EventDialing

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

EventRinging

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

Coverage Path


EventRinging

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

Answer (TAnswerCall)
EventEstablished

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN C
OtherDNRole Destination

EventBridged

ConnID 1
ThisDN B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination

EventEstablished

ConnID 1
ThisDN C
ThisDNRole Destination
OtherDN A
OtherDNRole Origination

Release a Release a
EventReleased

ConnID 1
ThisDN A
OtherDN C
CallState OK

EventReleased

ConnID 1
ThisDN B
OtherDN A
CallState OK

EventReleased

ConnID 1
ThisDN C
OtherDN A
CallState OK

a. Either Party A or Party C can release the call.


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

ConnID 1
ThisDN A
OtherDN B
CallState OK

** 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 B
OtherDN A
CallState OK

EventAbandoned

ConnID 1
ThisDN C
OtherDN A
CallState OK

Outbound Call from Bridged Appearance

The following graphic and table describe an outbound call with bridged appearance.

Outbound Call from Bridged Appearance


PARTY A PARTY B PARTY C
Make Outside Call

(TMakeCall)

EventDialing

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


EventRinging

ConnID 1
ThisDN B
ThisDNRole Origination
OtherDN C *DIAL
OtherDNRole Destination *DIAL
CallState Covered

EventBridged

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

EventNetworkReached

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

Answer
EventEstablished

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


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

ConnID 1
ThisDN A
OtherDN C
CallState OK

** EventReleased

ConnID 1
ThisDN A
OtherDN C
CallState OK

EventReleased

ConnID 1
ThisDN B
OtherDN C
CallState OK

Hold/Retrieve for Bridged Appearance

The following graphic and table describe hold/retrieve for bridged appearance.

Hold/Retrieve for Bridged Appearance


PARTY A PARTY B PARTY C

Call Established between Party A and Party C, with Party B Bridged

Hold (THoldCall)
EventHeld

ConnID 1
ThisDN B
OtherDN A

EventHeld

ConnID 1
ThisDN C
OtherDN A

Retrieve Call (TRetrieveCall)
EventRetrieved

ConnID 1
ThisDN B
OtherDN A
CallState OK

EventReleased

ConnID 1
ThisDN C
OtherDN A
CallState Bridged

EventRinging
ConnID 1
ThisDN C
OtherDN A
CallState Covered

EventBridged
ConnID 1
ThisDN C
OtherDN A


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

ConnID 1
ThisDN A
OtherDN B or C
CallState OK

EventReleased

ConnID 1
ThisDN B
OtherDN A
CallState OK

EventReleased

ConnID 1
ThisDN C
OtherDN A
CallState OK

Internal/Inbound Call Answerable by Several Agents (Party B Answers)

The following graphic and table describe an internal/inbound call answerable by several agents (Party B answers).

Internal/Inbound Call Answerable by Several Agents (Party B Answers)


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

or Inbound Call

EventDialing

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

EventRinging

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

Coverage Path


EventRinging

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

Answer (TAnswerCall)
EventEstablished

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN B
OtherDNRole Destination

EventEstablished

ConnID 1
ThisDN B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination

EventReleased

ConnID 1
ThisDN C
ThisDNRole Destination
OtherDN A
OtherDNRole Origination


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

ConnID 1
ThisDN A
OtherDN B
CallState OK

** EventReleased

ConnID 1
ThisDN A
OtherDN C
CallState OK

EventAbandoned

ConnID 1
ThisDN B
OtherDN A
CallState OK

*** EventReleased

ConnID 1
ThisDN A
OtherDN C
CallState OK

EventAbandoned

ConnID 1
ThisDN B
OtherDN A
CallState OK

EventAbandoned

ConnID 1
ThisDN C
OtherDN A
CallState OK

Call Treatment with Routing

The following graphic and table describe call treatment with routing.

Call Treatment with Routing


PARTY A PARTY B

(Routing Point)

PARTY C
Call to B
EventDialing

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

EventRouteRequest *OPT

ConnID 1
ThisDN B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination

EventTreatmentRequired
ConnID 1
ThisDN B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination

Treatment Instruction

(TApplyTreatment)

EventTreatmentApplied

ConnID 1
ThisDN B
ThisDNRole Destination
TreatmentType

EventTreatmentEnd

ConnID 1
ThisDN B
ThisDNRole Destination
TreatmentType
UserData

Route (TRouteCall)
EventRouteUsed

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 OK

Answer (TAnswerCall)
EventEstablished

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

EventEstablished

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


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
ThisQueue B
ThisDNRole Destination
OtherDN A
OtherDNRole Origination

* * EventReleased

ConnID 1
ThisDN A
OtherDN B
CallState OK

EventAbandoned

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

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

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