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BroadWorks Events

The following tables represent the supported BroadWorks events:

Call Events

BroadWorks CTI CSTA Comments

ACDCallAbandonedEvent

Connection Cleared

 

ACDCallAddedEvent

Queued

 

ACDCallAnsweredByAgentEvent

Diverted

 

ACDCallBouncedEvent

Delivered; Diverted

Translated to a diverted event, if the redirect field is provided.

ACDCallEscapedEvent

Connection Cleared

 

ACDCallForwardedEvent

Diverted

 

ACDCallOfferedToAgentEvent

Delivered

 

ACDCallOverflowedEvent

Diverted

 

ACDCallPromotedEvent

Call Information

 

ACDCallReleasedEvent

Connection Cleared

 

ACDCallReorderedEvent

Call Information

 

ACDCallStrandedEvent

Connection Cleared

 

ACDCallTransferredEvent

Diverted

 

ACDCallUpdatedEvent

Transferred

 

ACDHolidayPolicyAppliedEvent

Diverted

 

ACDNightPolicyAppliedEvent

Diverted

 

ACDSubscriptionEvent

N/A

The internal CSTA Connector functionality

CallAnsweredEvent

Established

 

CallBargedInEvent

Conferenced

 

CallCollectingEvent

Service Initiated

With private data

CallForwardedEvent

Diverted

 

CallHeldEvent

Held

 

CallMonitoredEvent

Conferenced

 

CallOriginatedEvent

Originated

 

CallOriginatingEvent

Service Initiated

 

CallParkRetrievedEvent

Retrieved

 

CallPicked-UpEvent

Diverted

 

CallReceivedEvent

Delivered

 

CallRecordEvent

Record

 

CallRedirectedEvent

Diverted

 

CallReleasedEvent

Connection Cleared

 

CallReleasingEvent

Failed; Connection Cleared

 

CallRetrievedEvent

Retrieved

 

CallSubscriptionEvent

---

The event may be translated into various computer-supported telecommunications applications (CSTA) events.

CallTransferredEvent

Transferred

 

CallUpdatedEvent

---

Depends on call topology.

ConferenceHeldEvent

Held

 

ConferenceReleasedEvent

Connection Cleared

 

ConferenceRetrievedEvent

Retrieved

 

ConferenceStartedEvent

Conferenced

Depends on call topology

ConferenceUpdatedEvent

Conferenced

 

Not Available

Stop

The CSTA Stop event is distributed when the call is disconnected from the device that requested the recording.

RoutePointCallAbandonedEvent

Connection Cleared

The Route End event is sent if the Routing dialog is opened.

RoutePointCallAddedEvent

Queued; Routing Request

 

RoutePointCallAnsweredByAgentEvent

Diverted; Route End

 

RoutePointCallBouncedEvent

Queued; Routing Request

 

RoutePointCallFailedEvent

Diverted; Route End

The Route End event is sent if the Routing dialog is opened.

RoutePointCallForwardedEvent

Diverted; Route End

The Route End event is sent if the Routing dialog is opened.

RoutePointCallOfferedToAgentEvent

Route End

 

RoutePointCallOverflowedEvent

Diverted; Route End

The Route End event is sent if the Routing dialog is opened.

RoutePointCallReleasedEvent

Connection Cleared, Route End

The Route End event is sent if the Routing dialog is opened.

RoutePointCallTransferredEvent

Diverted; Route End

 

RoutePointCallUpdatedEvent

Transferred

 

RoutePointFailedEvent

Connection Cleared; Route End

The Route End event is sent if the Routing dialog is opened.

RoutePointHolidayPolicyAppliedEvent

Connection Cleared; Route End

The Route End event is sent if the Routing dialog is opened.

RoutePointNightPolicyAppliedEvent

Connection Cleared; Route End

The Route End event is sent if the Routing dialog is opened.

RoutePointOutgoingCallAnsweredEvent

Queued; Routing Request

 

RoutePointOutgoingCallOriginatedEvent

Originated; Delivered

 

RoutePointRecoveredEvent

Routing Mode

 

RoutePointSubscriptionEvent

N/A

The internal CSTA Connector functionality

RoutePointWhisperStartedEvent

N/A

 

Device Events

BroadWorks CTI CSTA Comments

ACDAgentJoinUpdateEvent

  • Agent Logged On
  • Agent Logged Off

 

AgentSubscriptionEvent

Agent (varies)

A combination of agent events to provide the matching target agent state.

AgentDispositionCodeAddedEvent

Call Information

 

AgentStateEvent

Agent (varies)

An appropriate CSTA event to provide the matching target agent state.

CallForwardingAlwaysEvent

Forwarding

 

CallForwardingBusyEvent

Forwarding

 

CallForwardingNoAnswerEvent

Forwarding

 

DoNotDisturbEvent

Do Not Disturb

 

HotelingGuestEvent

  • Agent Logged On
  • Agent Logged Off
  • Private Event

Distinguished from ACDAgentJoinUpdateEvent by the omission of the ACD Queue group.

Media Events

BroadWorks CTI CSTA

RoutePointBusyCompletedEvent

Stop

RoutePointBusyStartedEvent

TelephonyTones generated

RoutePointMOHCompletedEvent

Stop

RoutePointMOHStartedEvent

TelephonyTones generated

RoutePointRingbackCompletedEvent

Stop

RoutePointRingbackStartedEvent

TelephonyTones generated

RoutePointSilenceCompletedEvent

Stop

RoutePointSilenceStartedEvent

TelephonyTones generated

RoutePointTreatmentCompletedEvent

Stop

RoutePointTreatmentStartedEvent

TelephonyTones generated

System Events

BroadWorks CTI CSTA Comments

ChannelTerminatedEvent

System Status, Monitor Stop

Monitor Stop sent for all subscriptions created over the terminated channel.

SubscriptionTerminatedEvent

Monitor Stop

 

This page was last edited on March 26, 2013, at 13:15.

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