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{{ArticleSimplifiedWikiEdit
|DisplayName=Basic call models
|Context=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==
[[File:voicemcs_simple_call_model.png|400px]]

==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'''
{{!}}-
{{!}}colspan="2" style="text-align:center;" {{!}} '''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 <tt>CallState SitInvalidNum</tt>.

==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'''
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''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'''
{{!}}-
{{!}}colspan="4" style="text-align:center;" {{!}} '''Conversation'''
{{!}}}

a. For ACD configurations where calls are distributed to agents assigned directly to ACD groups, CallState with a value of <tt>Redirected</tt> 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 <tt>Redirected</tt>, 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'''
{{!}}-
{{!}}colspan="2" style="text-align:center;" {{!}} '''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 (<tt>RouteQueue</tt> case)==
The following table describes the connection-establishing phase for an internal/inbound call with routing (<tt>RouteQueue</tt> 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'''
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''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'''
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''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 <tt>Redirected (22)</tt> 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'''
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''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 <tt>Redirected (22)</tt> 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
{{!}}
{{!}}-
{{!}}colspan="2" style="text-align:center;" {{!}} '''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 <tt>CallStateSitInvalidNum</tt>.

==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'''
{{!}}
{{!}}}

VM/Current/VMEventsandModels/BasicCallModels - Revision history

WikiSysop: Created page with "{{ArticleSimplifiedWikiEdit |DisplayName=Basic call models |Context=This page describes the basic scenarios in which calls arrive in a contact center. }} For simplicity, the e..."