1、 Reference numberECMA TR/12:2009Ecma International 2009ECMA TR/82 2ndedition / June 2009 Scenarios for Computer Supported Telecommunications Applications (CSTA) Phase III COPYRIGHT PROTECTED DOCUMENT Ecma International 2009 Ecma International 2009 All rights reserved Ecma International 2009 All righ
2、ts reserved iContents Page 1 Scope 1 2 Normative references 1 3 Terms and definitions . 2 4 Call Origination Scenarios . 2 4.1 Make Call service - calling device is prompted to go off-hook . 2 4.2 Make Call service - calling device is in hands free mode . 3 4.3 Make Call service - calling device is
3、already off-hook 4 4.4 Manually dialled call 4 4.5 Manually dialled call showing individual digits dialled . 5 4.6 Dialling using Dial Digits service . 6 4.7 Multi-stage dialling 7 4.8 Make Call service - called device is busy . 7 4.9 Make Call service - call attempted to a busy calling device (nega
4、tive acknowledgement) . 8 4.10 Make Call service - called number is an invalid number (negative acknowledgement) 9 4.11 Manually dialled call - dialled number is invalid 9 5 Answering Call Scenarios 10 5.1 Answer Call service . 10 5.2 Manually answering a call 10 6 Call and Connection Termination Sc
5、enarios 11 6.1 Device disconnects from a call by going on-hook (remaining device is cleared from the call) 11 6.2 Device disconnects from a call by going on-hook (remaining device goes blocked) . 11 6.3 Device disconnects from a call using the Clear Connection service (remaining device is cleared) .
6、 12 6.4 Device disconnects from a call using the Clear Connection service (remaining device goes blocked) 12 6.5 Device disconnects from a conference call using the Clear Connection service 13 6.6 Clearing a two-party call using the Clear Call service . 13 6.7 Clearing a conference call using the Cl
7、ear Call service 14 6.8 Call is cleared after an alerting time-out . 14 7 External Outgoing Call Scenarios . 15 7.1 Make Call service - called device is outside the CSTA sub-domain 15 7.2 Manually dialled call to a device outside the CSTA sub-domain . 16 7.3 Make Call service - busy called device is
8、 outside the CSTA sub-domain . 17 8 External Incoming Call Scenarios . 17 8.1 External incoming call (no network information) . 18 8.2 External incoming call (with network information) 18 8.3 External incoming call to a busy device (with network information) . 19 9 Forwarding Call Scenarios . 19 9.1
9、 Call forward - no answer . 20 9.2 Call forward - immediate . 20 9.3 Call forward - immediate (with Diverted events) 21 9.4 Call forward - busy 21 9.5 Call forward - busy (with Diverted events) 22 10 Call Movement Scenarios . 22 10.1 Deflect Call service 22 10.2 Directed Pickup Call service 23 ii Ec
10、ma International 2009 All rights reserved10.3 Group Pickup Call service 23 10.4 Manual group pick up 24 10.5 Park Call service 25 11 Holding/Retrieving Call Scenarios .25 11.1 Hold Call service 25 11.2 Retrieve Call service 26 12 Consultation Call Scenarios .26 12.1 Consultation Call service 26 12.2
11、 Manual consultation call .27 12.3 Consultation Call service (negative acknowledgement) .28 12.4 Consultation Call service - consulted party is busy 28 12.5 Consulted party disconnects using the Clear Connection service 29 12.6 Held party disconnects using the Clear Connection service 29 12.7 Reconn
12、ect Call service .30 12.8 Alternate Call service 31 12.9 Manual alternate call .31 13 Transfer Call Scenarios .32 13.1 Transfer Call service - screened transfer (with fixed view in Transferred event) .32 13.2 Transfer Call service - screened transfer (with local view in Transferred event) .33 13.3 T
13、ransfer Call Call service - blind transfer (with local view in Transferred event) .33 13.4 Single Step Transfer Call service .34 14 Conference Call Scenarios .35 14.1 Conference Call service 35 14.2 Single Step Conference Call service .35 15 Call Completion Scenarios .36 15.1 Call Back Call-Related
14、service - called device is busy 36 15.2 Camp On Call service 37 16 Distributing Call Scenarios .37 16.1 Incoming Call to ACD with no available agents .38 17 Advanced Conferencing Scenarios .39 17.1 Creating and enabling a conference 39 17.1.1 Creating a conference .39 17.1.2 Enabling a conference 40
15、 17.1.3 Creating and enabling a conference in one step 40 17.1.4 Conference is being created and enabled implicitly 41 17.2 Conference Population .42 17.2.1 Inviting a party .42 17.2.2 Invited party answers a call 43 17.2.3 Conference invitation is explicitly cancelled 44 17.2.4 Party dials into the
16、 conference 44 17.2.5 Party joins the conference (implicit conferencing) 45 17.2.6 Party joins the conference (explicit conferencing) 46 17.2.7 First party joins the conference (explicit conferencing)47 17.2.8 First party joins the conference (implicit conferencing) .47 17.2.9 Inviting a party and m
17、oving it into the conference unconditionally (in one step) 48 17.2.10 Multiple parties joining the conference at the same time .49 17.3 Conference depopulation .49 17.3.1 A participant leaves the conference 49 17.3.2 Last participant leaves the conference .50 17.3.3 A participant is removed from the
18、 conference by the Computing Function .50 17.4 Releasing a conference .51 17.4.1 Releasing an empty conference (without participants) .51 17.4.2 Releasing a populated conference (with devices participating in the conference call) .52 17.4.3 Implicitly releasing a populated conference .52 17.5 Suspen
19、ding and resuming a conference 53 17.5.1 Implicitly suspending a conference .53 Ecma International 2009 All rights reserved iii17.5.2 Explicitly suspending a conference using Park Call service . 53 17.5.3 Resuming a suspended conference 54 17.5.4 Releasing a suspended conference 55 iv Ecma Internati
20、onal 2009 All rights reserved Ecma International 2009 All rights reserved vIntroduction This Technical Report provides example call scenarios based upon Phase III of Services for Computer Supported Telecommunications Applications (CSTA). This Technical Report is part of a Suite of Standards and Tech
21、nical Reports for Phase III of CSTA. All of the Standards and Technical Reports in the Suite are based on practical experience of ECMA member companies and each one represents a pragmatic and widely-based consensus. Phase III of CSTA extends the previous Phase I and Phase II Standards in major theme
22、 directions as well as numerous details. This incorporates technology based upon the versit CTI Encyclopedia (Version 1.0), which was contributed to ECMA by versit. This 2ndedition of TR/82 provides advanced conferencing scenario examples that illustrate typical flows involving devices that are desi
23、gned to host conference calls with a large number of participants. This Ecma Technical Report has been adopted by the General Assembly of June 2009. vi Ecma International 2009 All rights reserved Ecma International 2009 All rights reserved 1Scenarios for Computer Supported Telecommunications Applica
24、tions (CSTA) Phase III 1 Scope This Technical Report illustrates call scenarios for Services for Computer Supported Telecommunications Applications (CSTA) Phase III (ECMA-269). The scenarios are only for information and as such the ECMA-269 Standard may define additional options or parameters. The p
25、urpose of this Technical Report is to provide examples of some CSTA Service invocations and illustrate associated call event reports. It is not an exhaustive document and some implementations may not perform as illustrated within this document, while still conforming to the Standard. Each scenario i
26、ncludes a textual description and an illustration. Illustrations use the same key as described within ECMA-269. For each scenario, message sequences are listed for all device type monitored devices - call type monitors have not been illustrated. All devices have device type monitors set with no even
27、ts masked. The columns in each scenario represent the following: The Activity column includes a brief description of the telephony activity. The activity can either be initiated by a service invocation or manually. The Monitored Device(s) columns list events generated for the specified device-type m
28、onitor or a service request and service response. The Comments column describes additional information on the activity. All mandatory parameters is CSTA messages are provided. In addition, all conditional parameters that are required in the context of the scenario are provided. Optional parameters a
29、re generally not included unless they are useful in the context of illustrating a specific scenario. The mandatory, conditional, and optional classification of parameters in CSTA messages are specified in ECMA-269. The monitorCrossRefID parameter in events is not shown. DeviceIDs are illustrated by
30、Dn and ConnectionIDs in the form DnCn. All Device IDs are within the same switching sub-domain unless otherwise indicated or stated. Any exception comments are made in the final column Comments. 2 Normative references The following referenced documents are indispensable for the application of this d
31、ocument. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. ECMA-269, Services for Computer Supported Telecommunications Applications (CSTA) Phase III, 8th edition (June 2009) ECMA TR/72, Glo
32、ssary of Definitions and Terminology for Computer Supported Telecommunications Applications (CSTA) Phase III, 3rdedition (June 2000) 2 Ecma International 2009 All rights reserved3 Terms and definitions The definitions and abbreviations used in this Technical Report are defined in ECMA TR/72. 4 Call
33、Origination Scenarios This clause includes examples of how calls can be initiated, either by using the Make Call service or by manual operation. The first flow illustrates how a call is originated using the Make Call service. In this flow the calling device is prompted to go off-hook, and then the c
34、all is established between two devices. Additional call origination flows are provided that illustrate how to originate a call using the Make Call service with hands free dialling, manual dialling, multi-stage dialling, and scenarios that show calls that fail, etc. 4.1 Make Call service - calling de
35、vice is prompted to go off-hook This scenario illustrates a successful Make Call from device D1 to device D2. In this scenario both devices are available and valid, device D1 is permitted to make the call and the call is answered by device D2. In this scenario the Make Call service specifies that de
36、vice D1 should be prompted to go off-hook (via the autoOriginate parameter) before D2 device is called. D2 (called)D2(calling)D1after scenarioC1D1 c cbefore scenario Ecma International 2009 All rights reserved 3Activity Monitored Device D1 Monitored Device D2 Comments A Make Call service to a valid
37、device is invoked on behalf of device D1. MakeCallRequest callingDevice calledDirectoryNumber autoOriginate D1 D2 Prompt The Make Call service specifies that device D1 should be prompted to go off-hook. Acknowl edgement. MakeCallResult initiatedCall D1C1 Indication that the service has been initiate
38、d from this device. ServiceInitiatedEvent initiatedConnection initiatedDevice localConnectionState cause D1C1 D1 Initiated makeCall The generation of this event is switch specific. The MakeCall cause indicates thatthe device D1 is being prompted (via ringing, for example) to go off-hook. Device D1 g
39、oes off hook and is connected in the call. OriginatedEvent originatedConnection callingDevice calledDevice localConnectionState cause D1C1 D1 D2 Connected newCall Device D2 begins to ring and D1 receives ringing tone. DeliveredEvent connection alertingDevice callingDevice calledDevice lastRedirectio
40、nDevice localConnectionState cause D2C1 D2 D1 D2 NR Connected newCall DeliveredEvent connection alertingDevice callingDevice calledDevice lastRedirectionDevice localConnectionState cause D2C1 D2 D1 D2 NR Alerting newCall Device D2 answers the call by manually going off-hook. EstablishedEvent establi
41、shedConnection answeringDevice callingDevice calledDevice lastRedirectionDevice localConnectionState cause D2C1 D2 D1 D2 NR Connected newCall EstablishedEvent establishedConnection alertingDevice callingDevice calledDevice lastRedirectionDevice localConnectionState cause D2C1 D2 D1 D2 NR Connectedne
42、wCall 4.2 Make Call service - calling device is in hands free mode This scenario illustrates the case when the calling device is requested to automatically connect to the call (“hands free“ mode). This scenario differs from the first scenario in the following ways: The Make Call service request (via
43、 the autoOriginate parameter) specifies that the calling device should be automatically connected to the call (“hands free“) mode. The NewCall cause on the Service Initiated event indicates that the device is not being prompted to go off-hook. 4 Ecma International 2009 All rights reserved4.3 Make Ca
44、ll service - calling device is already off-hook This scenario illustrates the invoking of a call that already was initiated by a user going off-hook on a telephone. The call is invoked from device D1 to device D2. 4.4 Manually dialled call This scenario illustrates a call originated through manual d
45、evice activity. The scenario differs from the first scenario in the following ways: The Make Call service is not included. The cause on the Service Initiated event does indicate prompting. Note that in this scenario the implementation buffers the dialled digits until the complete dialling sequence h
46、as been dialled and provides the complete dialled digits in the Originated event (i.e., no Digits Dialled event(s) are provided in this scenario). Ecma International 2009 All rights reserved 54.5 Manually dialled call showing individual digits dialled This scenario differs from the previous scenario
47、s because it illustrates how an individual Digits Dialled event is generated for each digit dialled. After all digits are dialled the Originated event provides the complete dialled sequence. Note that it is implementation specific how many digits are buffered before they are sent in a Digits Dialled
48、 event, or if the digits are buffered until the complete sequence of digits is dialled (i.e., no Digits Dialled events prior to an Originated event). 6 Ecma International 2009 All rights reserved4.6 Dialling using Dial Digits service This scenario illustrates the use of the Dial Digits service for a
49、 call that has already been established by the user manually going off-hook. Ecma International 2009 All rights reserved 74.7 Multi-stage dialling This scenario illustrates the use of the Dial Digits service to complete dialling a call that was established via a Make Call service. 4.8 Make Call service - called device is busy This scenario illustrates a Make Call from device D1 to device D2, where device D2 is busy and is not set to forward b
