1、Standard ECMA-217December 1994Standardizing Information and Communication SystemsPhone: +41 22 849.60.00 - Fax: +41 22 849.60.01 - URL: http:/www.ecma.ch - Internet: helpdeskecma.chServices for ComputerSupported TelecommunicationsApplications (CSTA) Phase IIStandard ECMA-217December 1994Standardizin
2、g Information and Communication SystemsPhone: +41 22 849.60.00 - Fax: +41 22 849.60.01 - URL: http:/www.ecma.ch - Internet: helpdeskecma.chIW - ECMA-217.DOC - 16.11.95 17,08Services for ComputerSupported TelecommunicationsApplications (CSTA) Phase IIBrief HistoryThis Standard defines Phase II of Ser
3、vices for Computer Supported Telecommunications Applications (CSTA) for OSI Layer 7communication between a computing network and a telecommunications network. This Standard and its companion StandardECMA-218 Protocol for Computer Supported Telecommunications Applications (CSTA) Phase II reflect agre
4、ements ofECMA member companies on Phase II of the standards for CSTA. Additional phases are anticipated. This Standard is based onthe practical experience of ECMA member companies and represents a pragmatic and widely-based consensus.This Standard takes direction from Technical Report ECMA TR/52 Com
5、puter Supported Telecommunications Applications.Phase II of CSTA extends the previous Phase I standard in major theme directions as well as numerous details. Major areas ofadvancement include: the addition of explicit application context negotiation mechanisms; the addition of I/O services; the addi
6、tion of Special Resource Functions and, particularly, Voice Unit services; new and/or enhanced services and event reports for commonly used call control and monitoring applications; new servicesinclude Single Step Transfer, Single Step Conference, Call Park and Send DTMF Signals.The Phase II CSTA st
7、andards are not fully backwards compatible with the Phase I standards. Although backwardscompatibility is an important consideration and has been maintained whenever possible, the addition of new parameters incertain services and events, as well as the deletion of unused Phase I services and the add
8、ition of entirely new Phase II servicesand events, did not allow complete backwards compatibility.This Standard is dedicated to the memory of Terry Wuerfel.This ECMA Standard has been adopted by the ECMA General Assembly of December 1994.- i -Table of contentsPage1 Scope 11.1 Summary of changes from
9、 CSTA Phase I 12 Conformance 23 References 23.1 ECMA references 23.2 ISO references 24 Definitions and abbreviations 34.1 CSTA-specific definitions 34.2 Terms defined elsewhere 54.3 Acronyms 55 Functional architecture 75.1 Distribution of Computing and Switching Functions 75.2 CSTA Service 85.3 Per-
10、Service Client/Server Model 85.4 Service and Objects 96 CSTA operational model 106.1 Switching sub-domain model 116.1.1 Device 116.1.2 Call 136.1.3 Connection 136.1.4 Call Event Reports 146.1.5 Call states 156.1.6 Agent 166.1.7 Management of dynamically-assigned Identifiers 176.2 Special Resource Fu
11、nctions 186.2.1 Voice Unit 187 Association Establishment 208 Security Service 219 Generic Service requirements 229.1 Service Request 229.2 Service Response 229.3 Functional description 229.4 Diagnostic error definitions 23- ii -9.4.1 Operation errors 239.4.2 Security errors 249.4.3 State incompatibi
12、lity errors 259.4.4 System resource availability errors 259.4.5 Subscribed resource availability errors 259.4.6 Performance management errors 269.4.7 CSTA private data information errors 269.4.8 Unspecified errors 2610 Switching Function Services 2710.1 Alternate Call Service 2710.2 Answer Call Serv
13、ice 2810.3 Associate Data Service 2910.4 Call Completion Service 3010.5 Clear Call Service 3210.6 Clear Connection Service 3310.7 Conference Call Service 3410.8 Consultation Call Service 3610.9 Divert Call Service 3710.10 Hold Call Service 3910.11 Make Call Service 4010.12 Make Predictive Call Servi
14、ce 4210.13 Park Call Service 4410.14 Query Device Service 4510.15 Reconnect Call Service 4810.16 Retrieve Call Service 4910.17 Send DTMF Tones Service 5010.18 Set Feature Service 5110.19 Single Step Conference Service 5310.20 Single Step Transfer Call Service 5510.21 Transfer Call Service 5711 Statu
15、s Reporting Services 5911.1 Change Monitor Filter Service 5911.2 Event Report Service 6111.2.1 Service Request 6111.2.2 Agent State Event Reports 6211.2.2.1 Agent Logged Off 6311.2.2.2 Agent Logged On 6411.2.2.3 Agent Not Ready 6511.2.2.4 Agent Ready 6611.2.2.5 Agent Working After Call 6711.2.2.6 Ag
16、ent Busy 6811.2.3 Call Event Reports 69- iii -11.2.3.1 Call Cleared 7011.2.3.2 Conferenced 7111.2.3.3 Connection Cleared 7211.2.3.4 Delivered 7311.2.3.5 Diverted 7411.2.3.6 Established 7511.2.3.7 Failed 7611.2.3.8 Held 7711.2.3.9 Network Reached 7811.2.3.10 Originated 7911.2.3.11 Queued 8011.2.3.12
17、Retrieved 8111.2.3.13 Service Initiated 8211.2.3.14 Transferred 8311.2.4 Feature Event Reports 8411.2.4.1 Call Information 8411.2.4.2 Do Not Disturb 8511.2.4.3 Forwarding 8611.2.4.4 Message Waiting 8711.2.4.5 Auto-Answer 8811.2.4.6 Microphone Mute 8911.2.4.7 Speaker Mute 9011.2.4.8 Speaker Volume 91
18、11.2.5 Maintenance Event Reports 9211.2.5.1 Back In Service 9211.2.5.2 Out Of Service 9311.2.6 Private Event Reports 9411.2.7 Voice Unit Event Reports 9511.2.7.1 Play 9511.2.7.2 Record 9611.2.7.3 Review 9711.2.7.4 Stop 9811.2.7.5 Suspend Play 9911.2.7.6 Suspend Record 10011.2.7.7 Voice Attributes Ch
19、ange Event 10111.2.8 Service Response 10111.2.9 Functional description 10111.2.10 Cause codes 10211.2.10.1 Agent Event Cause codes 10211.2.10.2 Call Event Cause codes 10211.2.10.3 Voice Unit Event Cause codes 10611.2.10.4 I/O Service Cause codes 10711.3 Monitor Start Service 10811.4 Monitor Stop Ser
20、vice 111- iv -11.5 Snapshot Call Service 11211.6 Snapshot Device Service 11312 Computing Function Services 11412.1 Re-Route Service 11412.2 Route End Service 11512.3 Route Request Service 11612.4 Route Select Service 11712.5 Route Used Service 11813 Bi-directional Services 11913.1 Escape Service 119
21、13.2 System Status Service 12014 Input / Output (I/O) Services 12114.1 Data Path Resumed 12114.2 Data Path Suspended 12214.3 FastData 12414.4 Resume Data Path 12514.5 Send-Broadcast-Data 12614.6 Send Data 12714.7 Send-Multicast-Data 12814.8 Start Data Path 12914.9 Stop Data Path 13114.10 Suspend Dat
22、a Path 13215 Voice Unit Services 13315.1 Concatenate Message 13315.2 Delete Message 13415.3 Play Message 13515.4 Query Voice Attribute 13615.5 Record Message 13815.6 Reposition 13915.7 Resume 14015.8 Review 14115.9 Set Voice Attribute 14215.10 Stop 14315.11 Suspend 14415.12 Synthesize Message 1451 S
23、copeServices and Event Reports supported by Computer Supported Telecommunications Applications (CSTA) Phase II aredefined in this Standard.This Standard is focused on providing an application service interface between a Switching Function and a ComputingFunction. The CSTA application interface is di
24、sassociated from the various user-network interfaces and network-network interfaces CSTA applications may serve, observe or manipulate. Because CSTA operates with existingtelecommunications interfaces indirectly, it operates generically, so that differences among various existing interfacesare hidde
25、n from CSTA applications. Support of user-to-network interfaces is outside the scope of CSTA.Although most terminal equipment (TE) are suitable for use with CSTA there will be instances of TE that will not besuitable in certain circumstances. Examples are: Fax terminals and modems that are unable to
26、 adjust their transmission modes to prevent carrier conflict when bothparties are alerted via CSTA during call establishment, Functional terminals that perform telecommunication functions outside the control of the Switching Function.The individual Services needed to support the CSTA applications de
27、scribed in ECMA TR/52 Computer SupportedTelecommunications Applications are covered in this Standard. This Standard provides an OSI Application LayerProtocol that supports a peer-to-peer relationship between computing and telecommunications networks. Everyinstance of each CSTA Service is a client-se
28、rver relationship.Services defined in this Standard allow functional integration between a computing network and a telecommunicationsnetwork. Computing platforms (i.e. Application Programming Interfaces - APIs) that support such functionally-integrated applications are outside the scope of this Stan
29、dard.Communication between the computing and switching (i.e. telecommunications) networks may take place viaintervening networks ranging from simple point-to-point connections to local- or wide-area telecommunicationsnetworks.A companion Technical Report ECMA TR/68 CSTA Scenarios illustrates practic
30、al applications of CSTA Services toimplement common call handling and monitoring procedures. ECMA TR/68 is intended to serve as a guide to betterunderstanding of CSTA and provides recommended (but not mandatory) examples of Service Requests with particularparameter values and Event Reports associate
31、d with typical CSTA-based procedures.1.1 Summary of changes from CSTA Phase ICSTA Phase II extends CSTA Phase I capabilities in several theme areas. Key additions and changes from CSTAPhase I include the following: Input/Output (I/O) Services have been added. These allow establishment, utilization a
32、nd control of data paths forthe transfer of audio, video, textual and other data-media between CSTA objects. New I/O Services include StartData Path, Stop Data Path, several types of send data Services and other Services as well. These services providea mechanism for collection of DTMF-encoded signa
33、ls entered by humans or automatic devices. Special Resource Functions (in addition to Switching and Computing Functions available in CSTA Phase I) havebeen added to the CSTA model. This Function subsumes devices offering specialized capabilities such as speechrecording and playback. Voice Units, now
34、 supported in CSTA Phase II, represent a particular embodiment ofsuch devices. Voice Unit Services have been added. These allow control of basic voice unit functions including messagerecording and playback, text-to-speech synthesis, message saving and concatenation. Events and cause codes tosupport
35、these have been added. Several new, independent (i.e. do not fall into I/O or Voice Unit Services groups) services. These Servicesinclude Associate Data, Send DTMF Tones, Single Step Transfer and Call Park. These additions reflectresponse to emerging technologies and practical experience gained with
36、 CSTA Phase I. Enhancements have been made to Agent State and Call State models as well as underlying CSTA Models. Thesechanges ensure compatibility with new CSTA Services (e.g. I/O Services) and with other evolving internationalstandards. A Voice Unit state model has been added to complement the ne
37、w Voice Unit Services and EventReports.- 2 - For existing (CSTA Phase I) Services and Event Reports, new parameters have been added, some parametershave been deleted and the definitions of others have been enhanced and/or clarified. These changes also reflectpractical experience, accommodation of th
38、e new models. Version and capability negotiation functionality have been included in CSTA Phase II via the ASCE mechanism. Increased support for ISDN has been added. Enhancements include recognition and use of Device Profiles,Device Classes and sub-addressing in appropriate Service and Event paramet
39、ers.Although a goal in developing CSTA Phase II has been backwards compatibility with CSTA Phase I, this has notbeen achieved completely. Incompatibility has resulted from addition of parameters to support new capabilities inexisting Services, changes in the optionality of certain parameters to refl
40、ect the needs of newer technologies thatrequire these parameters for their effective utilization, and clarification of the operation of certain Services,particularly in respect to new Call State and Agent State models.2 ConformanceA protocol is in conformance with this Standard if that protocol meet
41、s all mandatory requirements of clauses 4, 6, 7and 9, and meets all mandatory requirements of one or more of the following clauses / sub-clauses:8, 10.1, 10.2, 10.3, 10.4, 10.5, 10.6, 10.7, 10.8, 10.9, 10.10, 10.11, 10.12, 10.13, 10.14, 10.15, 10.16, 10,17, 10.18,10.19, 10.20, 10.21, 11.1, 11.2, 11.
42、3, 11.4, 11.5, 11.6, 12.1, 12.2, 12.3, 12.4, 12.5, 13.1, 13.2, 14.1, 14.2, 14.3, 14.4,14.5, 14.6, 14.7, 14.8, 14.9, 14.10, 15.1, 15.2, 15.3, 15.4, 15.5, 15.6, 15.7, 15.8, 15.9, 15.10, 15.11, 15.12.3 References3.1 ECMA referencesECMA-138 Security in Open Systems - Data Elements and Service Definition
43、s (1989)ECMA-218 Protocol for Computer Supported Telecommunications Applications (CSTA) Phase II (1994)ECMA TR/46 Security in Open Systems - A Security Framework (1988)ECMA TR/52 Computer Supported Telecommunications Applications (CSTA) (1990)ECMA TR/68 Scenarios for Computer Supported Telecommunica
44、tions Applications (CSTA) Phase II(1994)3.2 ISO referencesISO 7498:1984 Information processing systems - Open Systems Interconnection - Basic reference modelISO 8649:1988 Information processing systems - Open Systems Interconnection - Service definition forthe Association Control Service Element (th
45、is corresponds to CCITT Rec. X.217)ISO/IEC 8824:1990 Information technology - Open Systems Interconnection - Specification of Abstract SyntaxNotation One (ASN.1) (this corresponds to CCITT Rec. X.208)ISO/IEC 8825:1990 Information technology - Open Systems Interconnection - Specification of basic enc
46、odingrules for Abstract Syntax Notation One (ASN.1) (this corresponds to CCITT Rec. X.209)ISO/IEC 9072-1:1989 Information processing systems - Text communication - Remote operations - Part 1:Model, notation and service definition (this corresponds to CCITT Rec. X.219)ISO/IEC 9072-2:1989 Information
47、processing systems - Text communication - Remote operations - Part 2:Protocol specification (this corresponds to CCITT Rec. X.229)ISO/IEC 10031-1:1991 Information technology - Text and office systems - Distributed-office-applications model -Part 1: General modelISO/IEC 11572:1994 Information technol
48、ogy - Telecommunications and information exchange between systems- Private Integrated Services Network - Circuit mode bearer services - Inter-exchangesignalling procedures and protocol- 3 -4 Definitions and abbreviationsThe following definitions apply in this Standard.4.1 CSTA-specific definitionsTh
49、e prefix CSTA applies to all terms included in the following list:4.1.1 ACD AgentA CSTA user that is a member of an inbound or outbound ACD group. ACD Agents are distinguished from otherCSTA users by their ability to sign-on (Login) to systems that coordinate and distribute calls.4.1.2 Active CallA CSTA call for which the local (or subject) Connection is in the Connected State.4.1.3 AgentA CSTA user authorized to act on behalf of the provider of the CSTA application.4.1.4 Alerting CallA CSTA call for which the local (or subject) Connection is in the Alerting State.4.1.5 Appli
