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Initiating a Hoteling Guest/Host Association

The BroadWorks Connector performs the following actions when it initiates a hoteling association:

  1. Sends a request to the BroadWorks XSP server to set the host subscriber’s agent status to signed out, if there is an agent signed in;
  2. Sends a request to the BroadWorks XSP server to set unconditional call-forward on the host’s subscriber id to the guest’s subscriber id;
  3. Sends a request to the BroadWorks XSP server to begin the hoteling guest/host association;
  4. Sends a request to the BroadWorks XSP server to set the guest subscriber’s agent state to unavailable.

BroadWorks Connector initiates a hoteling association when it receives a CSTA SetAgentState request indicating an agent login. The host subscriber id is taken from the request’s device id and the guest subscriber id is taken from the request’s agent id.

The following diagram and table shows the sequence of requests and events that are exchanged between BroadWorks Connector and the BroadWorks XSP server:

Initiating the Hoteling Association Message Flow.

Requests and Events Exchanged Between BroadWorks Connector and the BroadWorks XSP Server During Initiation

CSTA BroadWorks CTI Comments

SetAgentState request:

  • device: host subscriber id
  • agent state: state
  • agent ID: guest subscriber id

SetAgentState request:

  • subscriberId: host subscriber id
  • state: signed out

BroadWorks Connector determines the following: the semantics of the request and if the SetAgentState request is an agent login from the current agent state. If the HotelingGuest event is matched with a Connector request, then these requests are sent to the XSP in response to receiving the HotelingGuest event.

Note: BroadWorks Connector always initialises the agent state as unavailable to remove any dependency between this request and the initial CSTA SetAgentState request.

group: n/a

ModifyCallForwardingAlways request:

  • subscriberId: host subscriber id
  • address: guest subscriber address
  • active: true

 

 

ModifyHotelingGuest request:

  • subscriberId: guest subscriber id
  • hotelingGuest: see notes
  • hotelingGuest.isActive: true
  • hotelingGuest.hostSubscriberId: host subscriber id

The HotelingGuest information is provided in the Hoteling Guest events from the initial events subscription.

AgentState event:

  • device: host subscriber id
  • agent ID: guest subscriber id
  • logged on state: true
  • acd group: n/a
  • agent state: logged in

HotelingGuest event:

  • subscriberId: guest subscriber id
  • hotelingGuest: from event
  • hotelingGuest.isActive: true
  • hotelingGuest.hostSubscriberId: host subscriber id

BroadWorks Connector may also receive a HotelGuest event when an external application modifies the hoteling guest association of a monitored subscriber id.

 

SetAgentState request:

  • subscriberId: guest subscriber id
  • state: unavailable

 

AgentState event:

  • device: subscriber id
  • agent ID: subscriber id
  • logged on state: agent_state dependent
  • acd group: n/a
  • agent state: agent_state

AgentStateChanged event:

  • subscriberId: subscriber id
  • agentACDState: agent_state
  • BroadWorks Connector’s handling of AgentStateChanged events is independent of whether the request was sent as part of the initial hoteling sequence, or in response to any subsequent CSTA SetAgentState request.
  • BroadWorks Connector sends the AgentState event to the client in response to receiving the AgentStateChanged event.

SetForwarding event

  • device: host subscriber id
  • type: immediate
  • activate: true
  • forwardDN: guest subscriber id

CallForwardingAlways event

  • subscriberId: host subscriber id
  • address: guest subscriber address
  • active: true
  • BroadWorks Connector’s handling of CallForwardingAlways events is independent of whether the request was sent as part of the initial hoteling sequence, or in response to any other CSTA SetForwarding request.
  • BroadWorks Connector sends the SetForwarding event to the Connector client in response to receiving the CallForwardingAlways event.
This page was last edited on May 30, 2013, at 12:56.

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