Basic call models

This page describes the basic scenarios in which calls arrive in a contact center.

Related documentation:

• Suite-level guide
• All services
• Voice Microservices Release Notes

RSS:

• For private edition

Beta Program

Genesys Multicloud CX private edition is being released to pre-approved customers as part of the Beta Program. Please note that the documentation and the product are subject to change. For more details about the program, please contact your Genesys representative.

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 ThisDN A ThisDNRole Origination OtherDN *DIAL OtherDNRole Destination *DIAL
	EventRinging ConnID 1 ThisDN B ThisDNRole Destination OtherDN A OtherDNRole Origination CallState OK
	Answer (TAnswerCall)
EventEstablished ConnID 1 ThisDN A ThisDNRole Origination OtherDN B OtherDNRole Destination	EventEstablished ConnID 1 ThisDN B ThisDNRole Destination OtherDN A OtherDNRole Origination
Conversation

Abnormal call flow

Interruption point	Party A	Party B
*	EventReleased ConnID 1 ThisDN A ThisDNRole Origination CallState OK
**	EventDestinationBusy ConnID 1 ThisDN A ThisDNRole Origination CallState a
***	EventReleased ConnID 1 ThisDN A ThisDNRole Origination OtherDN B *DIAL OtherDNRole Destination *DIAL CallState OK	EventAbandoned ConnID 1 ThisDN B OtherDN A CallState OK

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 ThisDN A ThisDNRole Origination OtherDN B *DIAL OtherDNRole Destination *DIAL	EventQueued ConnID 1 ThisDN B ThisQueue B ThisDNRole Destination OtherDN A OtherDNRole Origination
	Diverts call to C
	EventDiverted ConnID 1 ThisDN B ThisQueue B ThisDNRole Destination OtherDN A OtherDNRole Origination ThirdPartyDN C *OPT ThirdPartyDNRole Destination *OPT
		EventRinging ConnID 1 ThisDN C ThisQueue B ThisDNRole Destination OtherDN A OtherDNRole Origination CallState OK
		Answer (TAnswerCall)
EventEstablished ConnID 1 ThisDN A ThisDNRole Origination OtherDN C OtherDNRole Destination		EventEstablished ConnID 1 ThisDN C ThisQueue B ThisDNRole Destination OtherDN A OtherDNRole Origination
Conversation

Abnormal call flow

Interruption point	Party A	Party B	Party C
*	EventReleased ConnID 1 ThisDN A OtherDN B CallState OK	EventAbandoned ConnID 1 ThisDN B OtherDN A CallState OK
**	EventReleased ConnID 1 ThisDN A OtherDN B CallState OK
***	EventReleased ConnID 1 ThisDN A OtherDN C CallState OK		EventAbandoned ConnID 1 ThisDN C OtherDN A CallState OK

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 ThisDN A ThisDNRole Origination OtherDN B *DIAL OtherDNRole Destination *DIAL	EventQueued ConnID 1 ThisDN B ThisQueue B ThisDNRole Destination OtherDN A OtherDNRole Origination
		EventQueued ConnID 1 ThisDN C ThisQueue C ThisDNRole Destination OtherDN A OtherDNRole Origination
	Diverts call to D
	EventDiverted ConnID 1 ThisDN B ThisDNRole Origination OtherDN C OtherDNRole Destination	EventDiverted ConnID 1 ThisDN C ThisQueue C ThirdPartyDN D ThirdPartyQueue B CallState Redirected a
			EventRinging ConnID 1 ThisDN D ThisQueue B ThisDNRole Destination OtherDN A OtherDNRole Origination CallState OK
			Answer (TAnswerCall)
EventEstablished ConnID 1 ThisDN A ThisDNRole Origination OtherDN D OtherDNRole Destination CallState OK			EventEstablished ConnID 1 ThisDN D ThisDNRole Destination OtherDN A OtherDNRole Origination CallState OK
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 ThisDN A OtherDN B CallState OK	EventAbandoned ConnID 1 ThisDN B ThisQueue B OtherDN A CallState OK
**	EventReleased ConnID 1 ThisDN A OtherDN B CallState OK	EventAbandoned ConnID 1 ThisDN B ThisQueue B OtherDN A CallState OK	EventAbandoned ConnID 1 ThisDN C ThisQueue C OtherDN A CallState OK
***	EventReleased ConnID 1 ThisDN A OtherDN D CallState OK
****	EventReleased ConnID 1 ThisDN A OtherDN D CallState OK			EventAbandoned ConnID 1 ThisDN D ThisQueue C OtherDN A CallState OK

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 ThisDN A ThisDNRole Origination OtherDN B *DIAL OtherDNRole Destination *DIAL
	Call is parked on B
EventDestinationBusy *OPT ConnID 1 ThisDN A ThisDNRole Origination OtherDN B *DIAL OtherDNRole Destination *DIAL	EventQueued ConnID 1 ThisDN B ThisDNRole Destination OtherDN A OtherDNRole Origination CallState OK
	Call is picked up by B
	EventRinging ConnID 1 ThisDN B ThisDNRole Destination OtherDN A OtherDNRole Origination CallState OK
	Answer (TAnswerCall)
EventEstablished ConnID 1 ThisDN A ThisDNRole Origination OtherDN B OtherDNRole Destination	EventEstablished ConnID 1 ThisDN B ThisDNRole Destination OtherDN A OtherDNRole Origination
Conversation

Abnormal call flow

Interruption point	Party A	Party B
*	EventReleased ConnID 1 ThisDN A ThisDNRole Origination OtherDN B *DIAL OtherDNRole Destination *DIAL CallState OK	EventAbandoned ConnID 1 ThisDN B OtherDN A CallState OK

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 ThisDN A ThisDNRole Origination OtherDN B OtherDNRole Destination	EventQueued ConnID 1 ThisDN B ThisQueue B ThisDNRole Destination OtherDN A OtherDNRole Origination EventRouteRequest ConnID 1 ThisDN B ThisQueue B ThisDNRole Destination OtherDN A OtherDNRole Origination
	Route call to C a (TRouteCall)
	EventRouteUsed ConnID 1 ThisDN B ThisDNRole Destination OtherDN A OtherDNRole Origination ThirdPartyDN C *OPT ThirdPartyDNRole Destination *OPT EventDiverted ConnID 1 ThisDN B ThisQueue B ThisDNRole Destination OtherDN A OtherDNRole Origination ThirdPartyDN C *OPT ThirdPartyDNRole Destination *OPT
		EventRinging ConnID 1 ThisDN C ThisQueue B ThisDNRole Destination OtherDN A OtherDNRole Origination CallState OK
		Answer (TAnswerCall)
EventEstablished ConnID 1 ThisDN A ThisDNRole Origination OtherDN C OtherDNRole Destination		EventEstablished ConnID 1 ThisDN C ThisDNRole Destination OtherDN A OtherDNRole Origination
Conversation

a. RouteCall to C (TRouteCall()) might be missing.

Abnormal call flow

Interruption point	Party A	Party B	Party C
* and **	EventReleased ConnID 1 ThisDN A OtherDN B CallState OK	EventAbandoned ConnID 1 ThisDN B OtherDN A CallState OK
***	EventReleased ConnID 1 ThisDN A OtherDN C CallState OK
****	EventReleased ConnID 1 ThisDN A OtherDN C CallState OK		EventAbandoned ConnID 1 ThisDN C OtherDN A CallState OK

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 ThisDN A ThisDNRole Origination OtherDN B *DIAL OtherDNRole Destination *DIAL	EventRouteRequest ConnID 1 ThisDN B ThisDNRole Destination OtherDN A OtherDNRole Origination
	Route call to C a (TRouteCall)
	EventRouteUsed ConnID 1 ThisDN B ThisDNRole Destination OtherDN A OtherDNRole Origination ThirdPartyDN C b ThirdPartyDNRole Destination *OPT CallState OK/Redirected c
		EventRinging ConnID 1 ThisDN C ThisDNRole Destination OtherDN A OtherDNRole Origination CallState OK
		Answer (TAnswerCall)
EventEstablished ConnID 1 ThisDN A ThisDNRole Origination OtherDN C OtherDNRole Destination		EventEstablished ConnID 1 ThisDN C ThisDNRole Destination OtherDN A OtherDNRole Origination
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 ThisDN A OtherDN B CallState OK	EventAbandoned ConnID 1 ThisDN B OtherDN A CallState OK
**	EventReleased ConnID 1 ThisDN A OtherDN C CallState OK	EventAbandoned a ConnID 1 ThisDN B OtherDN A CallState OK
***	EventReleased ConnID 1 ThisDN A OtherDN C CallState OK
****	EventReleased ConnID 1 ThisDN A OtherDN C CallState OK		EventAbandoned ConnID 1 ThisDN C OtherDN A CallState OK

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 ThisDN A ThisDNRole Origination OtherDN B *DIAL OtherDNRole Destination *DIAL	EventRouteRequest ConnID 1 ThisDN B ThisDNRole Destination OtherDN A OtherDNRole Origination
	Route call to C a (TRouteCall)
EventNetworkReached ConnID 1 ThisDN A ThisDNRole Origination OtherDN C *DIAL OtherDNRole Destination *DIAL	EventRouteUsed ConnID 1 ThisDN B ThisDNRole Destination OtherDN A OtherDNRole Origination ThirdPartyDN C b ThirdPartyDNRole Destination *OPT CallState OK/Redirected c	EventRinging ConnID 1 ThisDN C ThisDNRole Destination OtherDN A OtherDNRole Origination CallState OK
		Answer (TAnswerCall)
EventEstablished ConnID 1 ThisDN A ThisDNRole Origination OtherDN C OtherDNRole Destination		EventEstablished ConnID 1 ThisDN C ThisDNRole Destination OtherDN A OtherDNRole Origination
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 ThisDN A OtherDN B CallState OK	EventAbandoned ConnID 1 ThisDN B OtherDN A CallState OK
**	EventReleased ConnID 1 ThisDN A OtherDN C CallState OK		EventAbandoned ConnID 1 ThisDN C OtherDN A CallState OK

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 ThisDN A ThisDNRole Origination OtherDN B *DIAL OtherDNRole Destination *DIAL
EventNetworkReached a ConnID 1 ThisDN A ThisDNRole Origination OtherDN B *DIAL OtherDNRole Destination *DIAL
	Answer
EventEstablished ConnID 1 ThisDN A ThisDNRole Origination OtherDN B *OPT OtherDNRole Destination *OPT
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 ThisDN A OtherDN B CallState OK
**	EventDestinationBusy ConnID 1 ThisDN A OtherDN B CallState a
***	EventReleased ConnID 1 ThisDN A OtherDN B CallState OK

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 ThisDN A ThisDNRole Origination OtherDN B OtherDNRole Destination CallState OK	EventRinging ConnID 1 ThisDN B ThisDNRole Destination OtherDN A OtherDNRole Origination CallState OK
Hold
EventHeld ConnID 1 ThisDN A OtherDN B
	Answer
EventEstablished ConnID 1 ThisDN A OtherDN B	EventEstablished ConnID 1 ThisDN B OtherDN A
Retrieve
EventRetrieved ConnID 1 ThisDN A OtherDN B CallState OK