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{{ArticleSimplifiedWikiEdit
|DisplayName=Monitoring calls
|Context=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.
{{AnchorDiv|ObserveAgent}}

==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''' 
ThisDN '''B''' 
ThisDNRole '''Destination''' 
OtherDN '''A''' 
OtherDNRole '''Origination''' 
CallState '''OK'''
{{!}}
{{!}}-
{{!}}
{{!}}'''Answer (TAnswerCall)'''
{{!}}
{{!}}-
{{!}}
{{!}}EventEstablished 
ConnID '''1''' 
ThisDN '''B''' 
ThisDNRole '''Destination''' 
OtherDN '''A''' 
OtherDNRole '''Origination''' 
CallState '''OK''' 
{{!}}EventRinging 
ConnID '''1''' 
ThisDN '''C''' 
ThisDNRole '''Observer''' 
OtherDN '''A''' a 
OtherDNRole '''Origination''' b 
CallState '''Bridged''' 
{{!}}-
{{!}}
{{!}}EventPartyAdded 
ConnID '''1''' 
ThisDN '''B''' 
ThisDNRole '''Destination''' 
OtherDN '''C''' 
OtherDNRole '''Observer''' 
CallState '''Bridged'''
{{!}}EventEstablished 
ConnID '''1''' 
ThisDN '''C''' 
ThisDNRole '''Observer''' 
OtherDN '''A''' 
OtherDNRole '''Origination''' 
CallState '''Bridged'''
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Conference'''
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''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''' 
ThisDN '''B''' 
ThisDNRole '''Destination''' 
CallState '''OK'''
{{!}}EventPartyDeleted 
ConnID '''1''' 
ThisDN '''C''' 
ThisDNRole '''Observer''' 
OtherDN '''B''' 
OtherDNRole '''DeletedParty''' 
CallState '''OK'''
{{!}}-
{{!}}
{{!}}
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''C''' 
ThisDNRole '''Observer''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}}

===External party releases first===
{{{!}}
{{!}}'''Party A (External)'''
{{!}}'''Party B'''
{{!}}'''Party C (Service Observer)'''
{{!}}-
{{!}}'''External party releases a call'''
{{!}}
{{!}}
{{!}}-
{{!}}
{{!}}EventPartyDeleted 
ConnID '''1''' 
ThisDN '''B''' 
ThisDNRole '''Destination''' 
OtherDN '''A''' 
OtherDNRole '''DeletedParty''' 
ThirdPartyDNRole '''Observer''' a 
ThirdPartyDN '''C''' a 
CallState '''OK'''
{{!}}EventPartyDeleted 
ConnID '''1''' 
ThisDN '''C''' 
ThisDNRole '''Observer''' 
OtherDN '''A''' 
OtherDNRole '''DeletedParty''' 
CallState '''OK'''
{{!}}-
{{!}}
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''B''' 
ThisDNRole '''Destination''' 
OtherDN '''C''' 
CallState '''OK'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''C''' 
ThisDNRole '''Observer''' 
OtherDN '''B''' 
CallState '''OK'''
{{!}}}

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''' 
ThisDN '''B''' 
ThisDNRole '''Destination''' 
OtherDN '''C''' 
OtherDNRole '''Observer''' 
ThirdPartyDNRole '''DeletedBy''' 
ThirdPartyDN '''C''' 
CallState '''OK'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''C''' 
ThisDNRole '''Observer''' 
CallState '''OK'''
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Release phase (ConnID 1)'''
{{!}}}

===Abnormal call flow===
{{{!}}
{{!}}'''Interruption point'''
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C'''
{{!}}-
{{!}}*
{{!}}
{{!}}EventAbandoned 
ConnID '''1''' 
ThisDN '''B''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}
{{!}}}

==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''' 
ThisDN '''A''' 
ThisDNRole '''Destination''' 
OtherDN '''B''' 
OtherDNRole '''Origination''' 
CallState '''OK'''
{{!}}EventDialing 
ConnID '''1''' 
ThisDN '''B''' 
ThisDNRole '''Origination''' 
OtherDN '''A''' 
OtherDNRole '''Destination''' 
CallState '''OK'''
{{!}}
{{!}}-
{{!}}'''Answer'''
{{!}}
{{!}}
{{!}}-
{{!}}EventEstablished 
ConnID '''1''' 
ThisDN '''A''' 
ThisDNRole '''Destination''' 
OtherDN '''B''' 
OtherDNRole '''Origination''' 
CallState '''OK'''
{{!}}EventEstablished 
ConnID '''1''' 
ThisDN '''B''' 
ThisDNRole '''Origination''' 
OtherDN '''A''' 
OtherDNRole '''Destination''' 
CallState '''OK'''
{{!}}
{{!}}-
{{!}}EventPartyAdded 
ConnID '''1''' 
ThisDN '''A''' 
ThisDNRole '''Destination''' 
OtherDN '''C''' 
OtherDNRole '''Observer''' 
CallState '''Bridged'''
{{!}}EventPartyAdded 
ConnID '''1''' 
ThisDN '''B''' 
ThisDNRole '''Origination''' 
OtherDN '''C''' 
OtherDNRole '''Observer''' 
CallState '''Bridged'''
{{!}}EventRinging 
ConnID '''1''' 
ThisDN '''C''' 
ThisDNRole '''Observer''' 
OtherDN '''B''' 
OtherDNRole '''Origination''' 
CallState '''Bridged'''
{{!}}-
{{!}}
{{!}}
{{!}}'''Answer'''
{{!}}-
{{!}}
{{!}}
{{!}}EventEstablished 
ConnID '''1''' 
ThisDN '''C''' 
ThisDNRole '''Observer''' 
CallState '''Bridged'''
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Conference'''
{{!}}-
{{!}}colspan="3" style="text-align:center;" {{!}} '''Release phase (for more information, see descriptions in {{Link-SomewhereInThisVersion|manual=VMEventsandModels|topic=MonitorCalls|anchor=ObserveAgent|display text=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''' 
ThisDN '''B''' 
ThisDNRole '''Destination''' 
OtherDN '''A''' 
OtherDNRole '''Origination'''
{{!}}
{{!}}EventRinging 
ConnID '''1''' 
ThisDN '''D''' 
ThisDNRole '''Observer''' 
OtherDN '''A''' 
OtherDNRole '''Origination''' 
CallState '''Bridged'''
{{!}}-
{{!}}
{{!}}
{{!}}
{{!}}EventEstablished 
ConnID '''1''' 
ThisDN '''D''' 
ThisDNRole '''Observer''' 
OtherDN '''A''' 
OtherDNRole '''Origination''' 
CallState '''Bridged'''
{{!}}-
{{!}}
{{!}}EventDiverted 
ConnID '''1''' 
ThisDN '''B''' 
ThisQueue '''B''' 
ThisDNRole '''Destination''' 
OtherDN '''A''' 
OtherDNRole '''Origination''' 
ThirdPartyDN '''C''' *OPT 
ThirdPartyDNRole '''Destination''' *OPT
{{!}}EventRinging 
ConnID '''1''' 
ThisDN '''C''' 
ThisDNRole '''Destination''' 
OtherDN '''A''' 
OtherDNRole '''Origination''' 
CallState '''Bridged'''
{{!}}
{{!}}-
{{!}}
{{!}}
{{!}}'''Answer (TAnswerCall)'''
{{!}}
{{!}}-
{{!}}
{{!}}
{{!}}EventEstablished 
ConnID '''1''' 
ThisDN '''C''' 
ThisDNRole '''Destination''' 
OtherDN '''A''' 
OtherDNRole '''Origination''' 
CallState '''Bridged''' 
Extensions: 
OrigDN-1=A 
OrigDN-2=D
{{!}}EventPartyAdded 
ConnID '''1''' 
ThisDN '''D''' 
ThisDNRole '''Observer''' 
OtherDN '''C''' 
OtherDNRole '''NewParty''' 
ThirdPartyDN '''C''' 
ThirdPartyDNRole '''AddedBy''' 
CallState '''Bridged'''
{{!}}-
{{!}}colspan="4" style="text-align:center;" {{!}} '''Conference'''
{{!}}-
{{!}}colspan="4" style="text-align:center;" {{!}} '''Release phase (for more information, see descriptions in {{Link-SomewhereInThisVersion|manual=VMEventsandModels|topic=MonitorCalls|anchor=ObserveAgent|display text=Service observing on agent}})'''
{{!}}}

===Abnormal call flow===
{{{!}}
{{!}}'''Interruption point'''
{{!}}'''Party A'''
{{!}}'''Party B'''
{{!}}'''Party C'''
{{!}}'''Party D'''
{{!}}-
{{!}}*
{{!}}
{{!}}
{{!}}EventAbandoned 
ConnID '''1''' 
ThisDN '''C''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}EventReleased 
ConnID '''1''' 
ThisDN '''D''' 
ThisDNRole '''Observer''' 
OtherDN '''A''' 
CallState '''OK'''
{{!}}}

VM/Current/VMEventsandModels/MonitorCalls - Revision history

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