Basic call models
Contents
- 1 Simple call model
- 2 Connection-establishing phase for an internal/inbound call
- 3 Connection-establishing phase for an internal/inbound call to ACD
- 4 Connection-establishing phase for an internal/inbound call queued to multiple ACDs
- 5 Connection-establishing phase for an internal/inbound call with call parking
- 6 Connection-establishing phase for internal/inbound call with routing (RouteQueue case)
- 7 Connection-establishing phase for internal/inbound call with routing
- 8 Connection-establishing phase for an internal/inbound call with routing outbound
- 9 Connection-establishing phase for an outbound call
- 10 Connection-establishing phase while on hold (internal/outbound call)
This page describes the basic scenarios in which calls arrive in a contact center.
For simplicity, the examples on this page use abbreviated attribute values. For example, ConnID 1, which – in actual events – displays as <ConnID>@<metainformation>.
The following comments and abbreviations are used in the call models:
- OPT—Optional.
- DIAL—Might be a dialed number or is not present if Voice Microservices have no information about the other party.
Simple call model
Connection-establishing phase for an internal/inbound call
The following table describes the connection-establishing phase for an internal/inbound call.
Party A | Party B |
Make call to B (TMakeCall) | |
EventDialing ConnID 1 |
|
EventRinging ConnID 1 | |
Answer (TAnswerCall) | |
EventEstablished ConnID 1 |
EventEstablished ConnID 1 |
Conversation |
Abnormal call flow
Interruption point | Party A | Party B |
* | EventReleased ConnID 1 |
|
** | EventDestinationBusy ConnID 1 |
|
*** | EventReleased ConnID 1 |
EventAbandoned ConnID 1 |
a. CallState might have values that clarify the reason for the destination being busy, for instance CallState SitInvalidNum.
Connection-establishing phase for an internal/inbound call to ACD
The following table describes the connection-establishing phase for an internal/inbound call to ACD.
Party A | Party B (ACD Group) | Party C |
Make call to B | ||
EventDialing ConnID 1 |
EventQueued ConnID 1 |
|
Diverts call to C | ||
EventDiverted ConnID 1 |
||
EventRinging ConnID 1 | ||
Answer (TAnswerCall) | ||
EventEstablished ConnID 1 |
EventEstablished ConnID 1 | |
Conversation |
Abnormal call flow
Interruption point | Party A | Party B | Party C |
* | EventReleased ConnID 1 |
EventAbandoned ConnID 1 |
|
** | EventReleased ConnID 1 |
||
*** | EventReleased ConnID 1 |
EventAbandoned ConnID 1 |
Connection-establishing phase for an internal/inbound call queued to multiple ACDs
The following table describes the connection-establishing phase for an internal/inbound call queued to multiple ACDs.
Party A | Party B (ACD) | Party C (ACD) | Party D |
Make internal/inbound call to B (ACD) | |||
EventDialing ConnID 1 |
EventQueued ConnID 1 |
||
EventQueued ConnID 1 |
|||
Diverts call to D | |||
EventDiverted ConnID 1 |
EventDiverted ConnID 1 |
||
EventRinging ConnID 1 | |||
Answer (TAnswerCall) | |||
EventEstablished ConnID 1 |
EventEstablished ConnID 1 | ||
Conversation |
a. For ACD configurations where calls are distributed to agents assigned directly to ACD groups, CallState with a value of Redirected is present. For ACD configurations where calls are distributed to agents assigned to secondary ACD groups associated with top-level ACD queues, the CallState, with the value Redirected, is not present.
Abnormal call flow
Interruption point | Party A | Party B | Party C | Party D |
* | EventReleased ConnID 1 |
EventAbandoned ConnID 1 |
||
** | EventReleased ConnID 1 |
EventAbandoned ConnID 1 |
EventAbandoned ConnID 1 |
|
*** | EventReleased ConnID 1 |
|||
**** | EventReleased ConnID 1 |
EventAbandoned ConnID 1 |
Connection-establishing phase for an internal/inbound call with call parking
The following table describes the connection-establishing phase for an internal/inbound call with call parking.
Party A | Party B |
Make call to B (TMakeCall) | |
EventDialing ConnID 1 |
|
Call is parked on B | |
EventDestinationBusy *OPT ConnID 1 |
EventQueued ConnID 1 |
Call is picked up by B | |
EventRinging ConnID 1 | |
Answer (TAnswerCall) | |
EventEstablished ConnID 1 |
EventEstablished ConnID 1 |
Conversation |
Abnormal call flow
Interruption point | Party A | Party B |
* | EventReleased ConnID 1 |
EventAbandoned ConnID 1 |
Connection-establishing phase for internal/inbound call with routing (RouteQueue case)
The following table describes the connection-establishing phase for an internal/inbound call with routing (RouteQueue case).
Party A | Party B (Routing Point/CDN) | Party C |
Make incoming call to information service | ||
EventDialing ConnID 1 |
EventQueued ConnID 1 EventRouteRequest |
|
Route call to C a (TRouteCall) | ||
EventRouteUsed ConnID 1 EventDiverted |
||
EventRinging ConnID 1 | ||
Answer (TAnswerCall) | ||
EventEstablished ConnID 1 |
EventEstablished ConnID 1 | |
Conversation |
a. RouteCall to C (TRouteCall()) might be missing.
Abnormal call flow
Interruption point | Party A | Party B | Party C |
* and ** | EventReleased ConnID 1 |
EventAbandoned ConnID 1 |
|
*** | EventReleased ConnID 1 |
||
**** | EventReleased ConnID 1 |
EventAbandoned ConnID 1 |
Connection-establishing phase for internal/inbound call with routing
The following table describes the connection-establishing phase for an internal/inbound call with routing.
Party A | Party B (Routing Point/CDN) | Party C |
Make incoming call to information service | ||
EventDialing ConnID 1 |
EventRouteRequest ConnID 1 |
|
Route call to C a (TRouteCall) | ||
EventRouteUsed ConnID 1 |
||
EventRinging ConnID 1 | ||
Answer (TAnswerCall) | ||
EventEstablished ConnID 1 |
EventEstablished ConnID 1 | |
Conversation |
a. Not present if a call has been routed by default; that is, a switch did not receive any routing instruction from a computer domain within a timeout configured on the switch side (scripted or otherwise) and therefore processed the call using switch logic.
b. Content of ThirdPartyDN depends on the call scenario:
- If information about the destination is available at the moment EventRouteUsed is generated, this attribute is mandatory; a DN where the call has been delivered must be reported.
- If the information is not available, but the call has been routed through Voice Microservices, this attribute is mandatory; a DN where the call has been sent must be reported.
- If a call has been routed to a default destination or routed by another application, this attribute is optional (depends on switch capabilities).
c. CallState has a value of Redirected (22) if a call has been routed by a switch. For some switches, the attribute Callstate might not be present.
Abnormal call flow
Interruption point | Party A | Party B | Party C |
* | EventReleased ConnID 1 |
EventAbandoned ConnID 1 |
|
** | EventReleased ConnID 1 |
EventAbandoned a ConnID 1 |
|
*** | EventReleased ConnID 1 |
||
**** | EventReleased ConnID 1 |
EventAbandoned ConnID 1 |
a. In this case, EventError must be sent after EventAbandoned to make the ReferenceID available.
Connection-establishing phase for an internal/inbound call with routing outbound
The following table describes the connection-establishing phase for an internal/inbound call with routing outbound.
Party A | Party B (Routing Point) | Party C |
Incoming call | ||
EventDialing ConnID 1 |
EventRouteRequest ConnID 1 |
|
Route call to C a (TRouteCall) | ||
EventNetworkReached ConnID 1 |
EventRouteUsed ConnID 1 |
EventRinging ConnID 1 |
Answer (TAnswerCall) | ||
EventEstablished ConnID 1 |
EventEstablished ConnID 1 | |
Conversation |
a. Not present if a call has been routed by default; that is, a switch did not receive any routing instruction from a computer domain within a timeout configured on the switch side (scripted or otherwise) and therefore processed the call using switch logic.
b. Content of ThirdPartyDN depends on the call scenario:
- If information about the destination is available at the moment EventRouteUsed is generated, this attribute is mandatory; a DN where the call has been delivered must be reported.
- If the information is not available, but the call has been routed through Voice Microservices, this attribute is mandatory; a DN where the call has been sent must be reported.
- If a call has been routed to a default destination or routed by another application, this attribute is optional (depends on switch capabilities).
c. CallState has a value of Redirected (22) if a call has been routed by a switch. For some switches, the attribute CallState might not be present.
Abnormal call flow
Interruption point | Party A | Party B | Party C |
* | EventReleased ConnID 1 |
EventAbandoned ConnID 1 |
|
** | EventReleased ConnID 1 |
EventAbandoned ConnID 1 |
Connection-establishing phase for an outbound call
The following table describes the connection-establishing phase for an outbound call.
Party A | Party B |
Make outside call (TMakeCall) | |
EventDialing ConnID 1 |
|
EventNetworkReached a ConnID 1 |
|
Answer | |
EventEstablished ConnID 1 |
|
Conversation |
a. When a switch does not report network reached, Voice Microservices simulate EventNetworkReached right before distributing EventEstablished.
Abnormal call flow
Interruption point | Party A |
* | EventReleased ConnID 1 |
** | EventDestinationBusy ConnID 1 |
*** | EventReleased ConnID 1 |
a. CallState might have values that clarify the reason for the destination being busy, for instance CallStateSitInvalidNum.
Connection-establishing phase while on hold (internal/outbound call)
The following table describes the connection-establishing phase for an internal/outbound call while on hold.
Party A | Party B |
Call to B | |
EventDialing ConnID 1 |
EventRinging ConnID 1 |
Hold | |
EventHeld ConnID 1 |
|
Answer | |
EventEstablished ConnID 1 |
EventEstablished ConnID 1 |
Retrieve | |
EventRetrieved ConnID 1 |