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|DisplayName=Holding, transferring, and conferencing
|Context=Learn about the functions and events related to placing calls on hold, transferring calls, and creating conference calls.
}}
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.

==Hold/Retrieve function, consulted party answers==
{{{!}}
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C'''
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Call-establishing phase (ConnID 1)'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}
{{!}}'''Hold (THoldCall)'''
{{!}}
{{!}}-
{{!}}
{{!}}EventHeld 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A'''
{{!}}
{{!}}-
{{!}}
{{!}}'''Make call to C (Consultation) (TMakeCall)'''
{{!}}
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Call-establishing phase (ConnID 2)'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Release phase (ConnID 2)'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}
{{!}}'''Retrieve call from A (TRetrieveCall)'''
{{!}}
{{!}}-
{{!}}
{{!}}EventRetrieved a 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Release phase (ConnID 1)'''
{{!}}}

a. With EventRetrieved, the values for attributes '''ThisDNRole''' and '''ThisQueue''' are the same as those for the attributes of the same names, if any, in the events preceding EventRetrieved (EventEstablished and EvenRinging). For non-ACD calls, however, '''ThisQueue''' is not reported.

===Abnormal call flow===

{{{!}}
{{!}}'''Interruption point'''
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}-
{{!}}*
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}-
{{!}}**
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}-
{{!}}***
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}}

==Hold/Retrieve function, consulted party does not answer==
{{{!}}
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Call-establishing phase (ConnID 1)'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}
{{!}}'''Hold (THoldCall)'''
{{!}}
{{!}}-
{{!}}
{{!}}EventHeld 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A'''
{{!}}
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Unsuccessful internal call (party does not answer) (ConnID 2)'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}
{{!}}'''Retrieve call from A (TRetrieveCall)'''
{{!}}
{{!}}-
{{!}}
{{!}}EventRetrieved a 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Release phase (ConnID 1)'''
{{!}}}

a. With EventRetrieved, the values for attributes '''ThisDNRole''' and '''ThisQueue''' are the same as those for the attributes of the same names, if any, in the events preceding EventRetrieved (EventEstablished and EvenRinging). For non-ACD calls, however, '''ThisQueue''' is not reported.

===Abnormal call flow===

{{{!}}
{{!}}'''Interruption point'''
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}-
{{!}}*
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}-
{{!}}**
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}}

==Single-step transfer==
{{{!}}
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Call-establishing phase (ConnID 1)'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}
{{!}}'''Single-step transfer to C (TSingleStepTransfer)'''
{{!}}
{{!}}-
{{!}}  
  
  
  
  
EventPartyChanged 
ConnID '''1''' 
PreviousConnID '''1''' 
ThisDN '''A''' 
OtherDN '''C''' 
ThirdPartyDN '''B''' 
ThirdPartyDNRole '''TransferredBy''' 
CallState '''Transferred'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
ThirdPartyDN '''C''' 
OtherDN '''A''' 
CallState '''Transferred''' 
Cause '''1stepTransfer'''
{{!}}  
  
  
  
  
EventRinging 
ConnID '''1''' 
ThisDN '''C''' 
OtherDN '''A''' 
ThirdPartyDN '''B''' 
ThirdPartyDNRole '''TransferredBy''' 
CallState '''Transferred'''
{{!}}-
{{!}}
{{!}}
{{!}}'''Answer (TAnswerCall)'''
{{!}}-
{{!}}
{{!}}
{{!}}EventEstablished 
ConnID '''1''' 
ThisDN '''C''' 
OtherDN '''A'''
{{!}}}

===Abnormal call flow===

{{{!}}
{{!}}'''Interruption point'''
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C'''
{{!}}-
{{!}}*
{{!}}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'''
{{!}}}

==Single-step transfer (outbound)==
{{{!}}
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Call-establishing phase (ConnID 1)'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}
{{!}}'''Single-step transfer to C (TSingleStepTransfer)'''
{{!}}
{{!}}-
{{!}}EventPartyChanged 
ConnID '''1''' 
PreviousConnID '''1''' 
ThisDN '''A''' 
OtherDN '''C''' 
ThirdPartyDN '''B''' 
ThirdPartyDNRole '''TransferredBy''' 
CallState '''Transferred'''

EventNetworkReached 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''C''' *DIAL 
OtherDNRole '''Destination''' *DIAL
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
ThirdPartyDN '''C''' 
OtherDN '''A''' 
CallState '''Transferred''' 
Cause '''1stepTransfer'''
{{!}}  
  
  
  
  
EventRinging 
ConnID '''1''' 
ThisDN '''C''' 
OtherDN '''A''' 
ThirdPartyDN '''B''' 
ThirdPartyDNRole '''TransferredBy''' 
CallState '''Transferred'''
{{!}}-
{{!}}
{{!}}
{{!}}'''Answer (TAnswerCall)'''
{{!}}-
{{!}}
{{!}}
{{!}}EventEstablished 
ConnID '''1''' 
ThisDN '''C''' 
OtherDN '''A'''
{{!}}}

===Abnormal call flow===

{{{!}}
{{!}}'''Interruption point'''
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C'''
{{!}}-
{{!}}*
{{!}}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'''
{{!}}}

==Mute transfer==
{{{!}}
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Call-establishing phase (ConnID 1)'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}
{{!}}'''Mute transfer to C (TMuteTransfer*)'''
{{!}}
{{!}}-
{{!}}
{{!}}EventHeld 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A'''
{{!}}
{{!}}-
{{!}}colspan="3" {{!}} 
{{!}}-
{{!}}
{{!}}EventDialing 
ConnID '''2''' 
ThisDN '''B''' 
ThisDNRole '''Origination''' 
OtherDN '''C''' 
OtherDNRole '''Destination'''
{{!}}EventRinging 
ConnID '''2''' 
ThisDN '''C''' 
ThisDNRole '''Destination''' 
OtherDN '''B''' 
OtherDNRole '''Origination''' 
CallState '''OK'''
{{!}}-
{{!}}EventPartyChanged 
ConnID '''1''' 
PreviousConnID '''1''' 
ThisDN '''A''' 
OtherDN '''C''' 
ThirdPartyDN '''B''' 
ThirdPartyDNRole '''TransferredBy''' 
CallState '''Transferred'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''Transferred'''

EventReleased 
ConnID '''2''' 
ThisDN '''B''' 
ThisDNRole '''Origination''' 
OtherDN '''C''' 
OtherDNRole '''Destination''' 
CallState '''Transferred'''
{{!}}EventPartyChanged 
ConnID '''1''' 
PreviousConnID '''2''' 
ThisDN '''C''' 
OtherDN '''A''' 
ThirdPartyDN '''B''' 
ThirdPartyDNRole '''TransferredBy''' 
CallState '''Transferred'''
{{!}}-
{{!}}
{{!}}
{{!}}'''Answer (TAnswerCall)'''
{{!}}-
{{!}}
{{!}}
{{!}}EventEstablished 
ConnID '''1''' 
ThisDN '''C''' 
OtherDN '''A'''
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Release phase (ConnID 1)'''
{{!}}}

===Abnormal call flow===

{{{!}}
{{!}}'''Interruption point'''
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C'''
{{!}}-
{{!}}*
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''OK''' 
{{!}}
{{!}}-
{{!}}**
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''C''' 
CallState '''OK'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''OK'''

EventReleased 
ConnID '''2''' 
ThisDN '''B''' 
OtherDN '''C''' 
CallState '''OK'''
{{!}}EventAbandoned 
ConnID '''2''' 
ThisDN '''C''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}-
{{!}}***
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''C''' 
CallState '''OK'''
{{!}}
{{!}}EventAbandoned 
ConnID '''1''' 
ThisDN '''C''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}}

==Two-step transfer: complete after consulted party answers==
{{{!}}
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Call-establishing phase (ConnID 1)'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}
{{!}}'''Hold (TInitiateTransfer*)'''
{{!}}
{{!}}-
{{!}}
{{!}}EventHeld 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A'''
{{!}}
{{!}}-
{{!}}
{{!}}'''Consultation call to C (TInitiateTransfer continues)'''
{{!}}
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Call-establishing phase (ConnID 2)'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}
{{!}}'''Transfer held call to C (TCompleteTransfer)'''
{{!}}
{{!}}-
{{!}}EventPartyChanged 
ConnID '''1''' 
PreviousConnID '''1''' 
ThisDN '''A''' 
OtherDN '''C''' 
ThirdPartyDN '''B''' 
ThirdPartyDNRole '''TransferredBy''' 
CallState '''Transferred'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''Transferred'''

EventReleased 
ConnID '''2''' 
ThisDN '''B''' 
OtherDN '''C''' 
CallState '''Transferred'''
{{!}}EventPartyChanged 
ConnID '''1''' 
PreviousConnID '''2''' 
ThisDN '''C''' 
OtherDN '''A''' 
ThirdPartyDN '''B''' 
ThirdPartyDNRole '''TransferredBy''' 
CallState '''Transferred'''
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Release phase (ConnID 1)'''
{{!}}}

===Abnormal call flow===

{{{!}}
{{!}}'''Interruption point'''
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C'''
{{!}}-
{{!}}*
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}
{{!}}-
{{!}}**
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''OK'''

EventReleased 
ConnID '''2''' 
ThisDN '''B''' 
OtherDN '''C''' 
CallState '''OK'''
{{!}}EventAbandoned 
ConnID '''2''' 
ThisDN '''C''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}}

==Two-step transfer: complete before consulted party answers (blind)==
{{{!}}
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Call-establishing phase (ConnID 1)'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}
{{!}}'''Hold (TInitiateTransfer)'''
{{!}}
{{!}}-
{{!}}
{{!}}EventHeld 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A'''
{{!}}
{{!}}-
{{!}}
{{!}}'''Consultation call to C (TInitiateTransfer continues)'''
{{!}}
{{!}}-
{{!}}
{{!}}EventDialing 
ConnID '''2''' 
ThisDN '''B''' 
ThisDNRole '''Origination''' 
OtherDN '''C''' *DIAL 
OtherDNRole '''Destination''' *DIAL
{{!}}EventRinging 
ConnID '''2''' 
ThisDN '''C''' 
ThisDNRole '''Destination''' 
OtherDN '''B''' 
OtherDNRole '''Origination''' 
CallState '''OK'''
{{!}}-
{{!}}
{{!}}'''Transfer held call to C (TCompleteTransfer)'''
{{!}}
{{!}}-
{{!}}EventPartyChanged 
ConnID '''1''' 
PreviousConnID '''1''' 
ThisDN '''A''' 
OtherDN '''C''' 
ThirdPartyDN '''B''' 
ThirdPartyDNRole '''TransferredBy''' 
CallState '''Transferred'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''Transferred'''

EventReleased 
ConnID '''2''' 
ThisDN '''B''' 
OtherDN '''C''' 
CallState '''Transferred'''
{{!}}EventPartyChanged 
ConnID '''1''' 
PreviousConnID '''2''' 
ThisDN '''C''' 
OtherDN '''A''' 
ThirdPartyDN '''B''' 
ThirdPartyDNRole '''TransferredBy''' 
CallState '''Transferred'''
{{!}}-
{{!}}
{{!}}
{{!}}'''Answer (TAnswerCall)'''
{{!}}-
{{!}}
{{!}}
{{!}}EventEstablished 
ConnID '''1''' 
ThisDN '''C''' 
OtherDN '''A'''
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Release phase (ConnID 1)'''
{{!}}}

If a call appears on the terminating party after transfer completion, the '''ConnID''' field of EventRinging is equal to the connection ID of the original call (ConnID 1), and EventPartyChanged is not generated.

===Abnormal call flow===

{{{!}}
{{!}}'''Interruption point'''
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C'''
{{!}}-
{{!}}*
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}
{{!}}-
{{!}}**
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''OK'''

EventReleased 
ConnID '''2''' 
ThisDN '''B''' 
OtherDN '''C''' 
CallState '''OK'''
{{!}}EventAbandoned 
ConnID '''2''' 
ThisDN '''C''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}-
{{!}}***
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''C''' 
CallState '''OK'''
{{!}}
{{!}}EventAbandoned 
ConnID '''1''' 
ThisDN '''C''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}}

==Two-step transfer to ACD==
Two-step transfer to ACD means that a call is waiting in a queue, and the transfer completed before any ACD agent is available to receive the call.

The following table describes a two-step transfer to ACD.

{{{!}}
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C (ACD)'''
{{!}}'''Party D'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Call-establishing phase (ConnID 1)'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}
{{!}}'''Hold (TInitiateTransfer)'''
{{!}}
{{!}}
{{!}}-
{{!}}
{{!}}EventHeld 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A'''
{{!}}
{{!}}
{{!}}-
{{!}}
{{!}}'''Consultation call to C (TInitiateTransfer continues)'''
{{!}}
{{!}}
{{!}}-
{{!}}
{{!}}EventDialing 
ConnID '''2''' 
ThisDN '''B''' 
OtherDN '''C''' *DIAL
{{!}}EventQueued 
ConnID '''2''' 
ThisDN '''C''' 
ThisQueue '''C''' 
OtherDN '''B'''
{{!}}
{{!}}-
{{!}}
{{!}}'''Transfer held call to C (TCompleteTransfer)'''
{{!}}
{{!}}
{{!}}-
{{!}}EventPartyChanged 
ConnID '''1''' 
PreviousConnID '''1''' 
ThisDN '''A''' 
OtherDN '''C''' 
ThirdPartyDN '''B''' 
ThirdPartyDNRole '''TransferredBy''' 
CallState '''Transferred'''
{{!}}EventReleased 
ConnID '''2''' 
ThisDN '''B''' 
ThisDNRole '''Origination''' 
OtherDN '''C''' 
OtherDNRole '''Destination''' 
CallState '''Transferred'''

EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''Transferred'''
{{!}}EventPartyChanged 
ConnID '''1''' 
PreviousConnID '''2''' 
ThisDN '''C''' 
ThisQueue '''C''' 
OtherDN '''A''' 
ThirdPartyDN '''B''' 
ThirdPartyDNRole '''TransferredBy''' 
CallState '''Transferred'''
{{!}}
{{!}}-
{{!}}
{{!}}
{{!}}'''Diverts call to D'''
{{!}}
{{!}}-
{{!}}
{{!}}
{{!}}EventDiverted 
ConnID '''1''' 
ThisDN '''C''' 
OtherDN '''A''' 
ThirdPartyDN '''C''' *OPT 
ThirdPartyDNRole '''Destination''' *OPT
{{!}}EventRinging 
ConnID '''1''' 
ThisDN '''D''' 
ThisQueue '''C''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}-
{{!}}
{{!}}
{{!}}
{{!}}'''Answer (TAnswerCall)'''
{{!}}-
{{!}}
{{!}}
{{!}}
{{!}}EventEstablished 
ConnID '''1''' 
ThisDN '''D''' 
ThisQueue '''C''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Release phase (ConnID 1)'''
{{!}}}

If a call transfer is completed before it is put in an ACD queue, an EventPartyChanged is not generated.

===Abnormal call flow===

{{{!}}
{{!}}'''Interruption point'''
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C'''
{{!}}'''Party D'''
{{!}}-
{{!}}*
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}
{{!}}
{{!}}-
{{!}}**
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''OK'''

EventReleased 
ConnID '''2''' 
ThisDN '''B''' 
OtherDN '''C''' 
CallState '''OK'''
{{!}}EventAbandoned 
ConnID '''2''' 
ThisDN '''C''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}
{{!}}-
{{!}}***
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''D''' 
CallState '''OK'''
{{!}}
{{!}}
{{!}}EventAbandoned 
ConnID '''1''' 
ThisDN '''D''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}}

==Two-step transfer to a Routing Point==
{{{!}}
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C (ACD)'''
{{!}}'''Party D'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Call-establishing phase (ConnID 1)'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}
{{!}}'''Hold (TInitiateTransfer)'''
{{!}}
{{!}}
{{!}}-
{{!}}
{{!}}EventHeld 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A'''
{{!}}
{{!}}
{{!}}-
{{!}}
{{!}}'''Consultation call to C (TInitiateTransfer continues)'''
{{!}}
{{!}}
{{!}}-
{{!}}
{{!}}EventDialing 
ConnID '''2''' 
ThisDN '''B''' 
ThisDNRole '''Origination''' 
OtherDN '''C''' *DIAL 
OtherDNRole '''Destination''' 
CallType '''Consult'''
{{!}}EventRouteRequest 
ConnID '''2''' 
ThisDN '''C''' 
ThisDNRole '''Destination''' 
OtherDN '''B''' 
OtherDNRole '''Origination'''
{{!}}
{{!}}-
{{!}}
{{!}}'''Transfer held call to C (TCompleteTransfer)'''
{{!}}
{{!}}
{{!}}-
{{!}}EventPartyChanged 
ConnID '''1''' 
PreviousConnID '''1''' 
ThisDN '''A''' 
ThisDNRole '''Origination''' a 
OtherDN '''C''' 
ThirdPartyDN '''B''' 
ThirdPartyDNRole '''TransferredBy''' 
CallState '''Transferred'''
{{!}}EventReleased 
ConnID '''2''' 
ThisDN '''B''' 
ThisDNRole '''Origination''' 
OtherDN '''C''' 
OtherDNRole '''Destination''' 
CallState '''Transferred'''

EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
ThisDNRole '''Destination''' 
OtherDN '''A''' 
CallState '''Transferred'''
{{!}}EventPartyChanged 
ConnID '''1''' 
PreviousConnID '''2''' 
ThisDN '''C''' 
OtherDN '''A''' 
ThirdPartyDN '''B''' 
ThirdPartyDNRole '''TransferredBy''' 
CallState '''Transferred'''
{{!}}
{{!}}-
{{!}}
{{!}}
{{!}}'''Diverts call to D'''
{{!}}
{{!}}-
{{!}}
{{!}}
{{!}}EventRouteUsed 
ConnID '''1''' 
ThisDN '''C''' 
OtherDN '''A''' 
ThirdPartyDN '''D''' *OPT
{{!}}EventRinging 
ConnID '''1''' 
ThisDN '''D''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}-
{{!}}
{{!}}
{{!}}
{{!}}'''Answer (TAnswerCall)'''
{{!}}-
{{!}}
{{!}}
{{!}}
{{!}}EventEstablished 
ConnID '''1''' 
ThisDN '''D''' 
OtherDN '''A'''
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Release phase (ConnID 1)'''
{{!}}}

a. '''ThisDNRole''' must be <tt>Destination</tt> if party B is the call originator.

===Abnormal call flow===

{{{!}}
{{!}}'''Interruption point'''
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C'''
{{!}}'''Party D'''
{{!}}-
{{!}}*
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}
{{!}}
{{!}}-
{{!}}**
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''OK'''

EventReleased 
ConnID '''2''' 
ThisDN '''B''' 
OtherDN '''C''' 
CallState '''OK'''
{{!}}EventAbandoned 
ConnID '''2''' 
ThisDN '''C''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}
{{!}}-
{{!}}***
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''C''' 
CallState '''OK'''
{{!}}
{{!}}EventAbandoned 
ConnID '''1''' 
ThisDN '''C''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}
{{!}}-
{{!}}****
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''D''' 
CallState '''OK'''
{{!}}
{{!}}
{{!}}EventAbandoned 
ConnID '''1''' 
ThisDN '''D''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}}

==Single-step conference==
{{{!}}
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Call-establishing phase (ConnID 1)'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}
{{!}}'''TSingleStepConference'''
{{!}}
{{!}}-
{{!}}EventPartyAdded 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''C''' 
ThirdPartyDN '''B''' a
{{!}}EventPartyAdded 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''C''' 
ThirdPartyDN '''B''' a
{{!}}EventRinging 
ConnID '''1''' 
ThisDN '''C''' 
ThisDNRole '''ConferenceMember''' 
CallState '''OK'''
{{!}}-
{{!}}
{{!}}
{{!}}EventEstablished 
ConnID '''1''' 
ThisDN '''C''' 
ThisDNRole '''ConferenceMember''' 
CallState '''Conferenced'''
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Release from conference phase'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Release phase (ConnID 1)'''
{{!}}}

a. '''ThirdPartyDN''' has a value of <tt>C</tt> if Party C initiates the request for a conference.

==Conference==
{{{!}}
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Call-establishing phase (ConnID 1)'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}
{{!}}'''Hold'''
{{!}}
{{!}}-
{{!}}
{{!}}EventHeld 
ConnID '''1''' 
ThisDN '''B''' 
ThisDNRole '''Previous Role of DN''' 
OtherDN '''A''' 
OtherDNRole '''Previous Role of DN'''
{{!}}
{{!}}-
{{!}}
{{!}}'''Consultation call to C'''
{{!}}
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Call-establishing phase (ConnID 2)'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}
{{!}}'''Conference'''
{{!}}
{{!}}-
{{!}}  
  
  
  
  
  
  
  
  
  
  
  
EventPartyAdded 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''C''' 
ThirdPartyDN '''B''' 
ThirdPartyDNRole '''AddedBy''' 
CallState '''Conferenced'''
{{!}}EventReleased 
ConnID '''2''' 
ThisDN '''B''' 
OtherDN '''C''' 
CallState '''Conferenced'''

EventRetrieved a 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''Conferenced'''

EventPartyAdded 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN b '''C''' 
OtherDNRole '''NewParty''' 
ThirdPartyDN '''B''' 
ThirdPartyDNRole '''AddedBy''' 
CallState '''Conferenced'''
{{!}}  
  
  
  
  
  
  
  
  
  
  
  
EventPartyChanged 
ConnID '''1''' 
PreviousConnID '''2''' 
ThisDN '''C''' 
ThirdPartyDN '''B''' 
ThirdPartyDNRole '''ConferencedBy''' 
CallState '''Conferenced'''
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Release from conference phase'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Release phase (ConnID 1)'''
{{!}}}

a. With EventRetrieved, the values for attributes '''ThisDNRole''' and '''ThisQueue''' are the same as those for the attributes of the same names, if any, in the events preceding EventRetrieved (EventEstablished and EventRinging). For non-ACD calls, however, '''ThisQueue''' is not reported. 
b. If only one party is added (as in the case of a simple conference call), the corresponding telephony object is specified in '''OtherDN'''. If more than one party is added, then the corresponding telephony objects are specified in '''Extensions'''.

===Abnormal call flow===

{{{!}}
{{!}}'''Interruption point'''
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}-
{{!}}*
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}}

==Blind conference (complete before consulted party answers)==
{{{!}}
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Call-establishing phase (ConnID 1)'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}
{{!}}'''Hold'''
{{!}}
{{!}}-
{{!}}
{{!}}EventHeld 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A'''
{{!}}
{{!}}-
{{!}}
{{!}}'''Consultation call to C'''
{{!}}
{{!}}-
{{!}}
{{!}}EventDialing 
ConnID '''2''' 
ThisDN '''B''' 
ThisDNRole '''Origination''' 
OtherDN '''C''' *DIAL 
OtherDNRole '''Destination''' *DIAL 
CallType '''Consult'''
{{!}}EventRinging 
ConnID '''2''' 
ThisDN '''C''' 
ThisDNRole '''Destination''' 
OtherDN '''B''' 
OtherDNRole '''Origination''' 
CallType '''Consult'''
{{!}}-
{{!}}
{{!}}'''Conference'''
{{!}}
{{!}}-
{{!}}  
  
  
  
  
  
  
  
  
  
  
  
EventPartyAdded 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''C''' 
ThirdPartyDN '''B''' 
ThirdPartyDNRole '''AddedBy''' 
CallState '''Conferenced'''
{{!}}EventReleased 
ConnID '''2''' 
ThisDN '''B''' 
OtherDN '''C''' 
CallState '''Conferenced'''

EventRetrieved a 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''Conferenced'''

EventPartyAdded 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''C''' 
ThirdPartyDN '''B''' 
ThirdPartyDNRole '''AddedBy''' 
CallState '''Conferenced'''
{{!}}  
  
  
  
  
  
  
  
  
  
  
  
EventPartyChanged 
ConnID '''1''' 
PreviousConnID '''2''' 
ThisDN '''C''' 
ThirdPartyDN '''B''' 
ThirdPartyDNRole '''ConferencedBy''' 
CallState '''Conferenced'''
{{!}}-
{{!}}
{{!}}
{{!}}'''Answer (TAnswerCall)'''
{{!}}-
{{!}}
{{!}}
{{!}}EventEstablished 
ConnID '''1''' 
ThisDN '''C''' 
CallState '''Conferenced'''
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Release from conference phase'''
{{!}}-
{{!}}colspan="3" {{!}}
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Release phase (ConnID 1)'''
{{!}}}

a. With EventRetrieved, the values for attributes '''ThisDNRole''' and '''ThisQueue''' are the same as those for the attributes of the same names, if any, in the events preceding EventRetrieved (EventEstablished and EventRinging). For non-ACD calls, however, '''ThisQueue''' is not reported.

If a call appears on the terminating party after completion of conference, the '''ConnID''' field of EventRinging is equal to the connection ID of the original call (ConnID 1), and EventPartyChanged is not generated.

===Abnormal call flow===

{{{!}}
{{!}}'''Interruption point'''
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C'''
{{!}}-
{{!}}*
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}
{{!}}-
{{!}}**
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''A''' 
OtherDN '''B''' *DIAL 
CallState '''OK'''
{{!}}EventPartyDeleted 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
OtherDNRole '''DeletedParty''' 
ThirdPartyDN '''A''' 
ThirdPartyDNRole '''DeletedBy''' 
CallState '''OK'''
{{!}}
{{!}}}

VM/Current/VMEventsandModels/HoldTransferConference - Revision history

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