Monitoring calls
Contents
Learn about call monitoring models and flows.
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.
Service observing on agent
The following tables describe service observing on an agent.
Party A (External) | Party B | Party C (Service Observer) |
Inbound call | ||
EventRinging ConnID 1 |
||
Answer (TAnswerCall) | ||
EventEstablished ConnID 1 |
EventRinging ConnID 1 | |
EventPartyAdded ConnID 1 |
EventEstablished ConnID 1 | |
Conference | ||
Release phase (see descriptions below) |
a. For some switches, Voice Microservices use the party that initialized the Service Observer instead of Party A.
b. For some switches, Voice Microservices use the role of the party that initialized the Service Observer instead of the role of Party A.
Agent releases first
Party A (External) | Party B | Party C (Service Observer) |
Release (TReleaseCall) | ||
EventReleased ConnID 1 |
EventPartyDeleted ConnID 1 | |
EventReleased ConnID 1 |
External party releases first
Party A (External) | Party B | Party C (Service Observer) |
External party releases a call | ||
EventPartyDeleted ConnID 1 |
EventPartyDeleted ConnID 1 | |
EventReleased ConnID 1 |
EventReleased ConnID 1 |
a. The attribute contains observer information.
Observer releases first
Party A (External) | Party B | Party C (Service Observer) |
Observer releases a call | ||
EventPartyDeleted ConnID 1 |
EventReleased ConnID 1 | |
Release phase (ConnID 1) |
Abnormal call flow
Interruption point | Party A | Party B | Party C |
* | EventAbandoned ConnID 1 |
Service observing for agent-initiated call
The following table describes service observing for an agent-initiated call.
Party A | Party B | Party C |
EventRinging ConnID 1 |
EventDialing ConnID 1 |
|
Answer | ||
EventEstablished ConnID 1 |
EventEstablished ConnID 1 |
|
EventPartyAdded ConnID 1 |
EventPartyAdded ConnID 1 |
EventRinging ConnID 1 |
Answer | ||
EventEstablished ConnID 1 | ||
Conference | ||
Release phase (for more information, see descriptions in Service observing on agent) |
Service observing on queue
The following table describes service observing on the queue.
Party A (External) | Party B | Party C | Party D (Observer) |
Inbound call | |||
EventQueued ConnID 1 |
EventRinging ConnID 1 | ||
EventEstablished ConnID 1 | |||
EventDiverted ConnID 1 |
EventRinging ConnID 1 |
||
Answer (TAnswerCall) | |||
EventEstablished ConnID 1 |
EventPartyAdded ConnID 1 | ||
Conference | |||
Release phase (for more information, see descriptions in Service observing on agent) |
Abnormal call flow
Interruption point | Party A | Party B | Party C | Party D |
* | EventAbandoned ConnID 1 |
EventReleased ConnID 1 |