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1 CSTA Overview Source: Joao Armenio - Siemens Brazil.

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Presentation on theme: "1 CSTA Overview Source: Joao Armenio - Siemens Brazil."— Presentation transcript:

1 1 CSTA Overview Source: Joao Armenio - Siemens Brazil

2 2

3 3 CSTA Computer Suported Telecommunications Applications CSTA is an OSI layer 7 protocol which is defined to communicate a Computer Network with a Telecommunications Network.

4 4 CSTA Who defines it? ECMA is the international standards organization responsible for developing the CSTA Standard. Task Group 11 is the specific working group focused on CSTA. CSTA is also an ISO/IEC Standard

5 5 CTI Overview

6 6 CTI Definition PBX providing Telephony Information to Computer Application Computer Application controlling PBX CTI

7 7 CTI Definition l CTI is the science of adding computer intelligence to the making and receiving of phone calls (Harry Newton - CT Magazine) l CTI combines the computer´s information management strength with the telephone´s communicating power (Mitel White Paper) l CTI is the technique of coordinating the actions of telephone and computer systems (Carl R. Strathmeyer - Dialogic Corporation)

8 8 CTI First Party vs. Third Party First Party Call Control - CTI application has the ability to control/monitor a single device. Third Party Call Control - CTI application has the ability to control/monitor more than one device. CTI Application CTI Application

9 9 CTI Examples of Features ACDCall ControlLine/Set Control ACD Features Get/Set Agent State Make Call Answer Transfer Conference Hold & Retrieve Hang Up Device Features Speaker On/Off Mute Get/Set MWI Get/Set Button State

10 10 CTI ACD Call Time Call Arrives on Trunk Call Enters IVR Call Enters ACD Conversation CTIEvents Call Delivered to Agent

11 11 CTI API vs. Protocol l Protocol - specific set of rules, procedures or conventions relating to format and timing of data transmission between two devices l API - software that an application program uses to request and carry out lower-level services performed by the computers or a telephones operating system.

12 12 CTI API vs. Protocol

13 13 CTI Protocols/API´s l CSTA - protocol from ECMA l TAPI - API from Microsoft l JTAPI - API from Sun

14 14 CTI API´s AND PROTOCOLS ACDCall ControlLine/Set Control CallPath TAPI 1.0 CSTA Phase I and II TSAPI JTAPI

15 15 CTI API´s AND PROTOCOLS ACDCall ControlLine/Set Control CallPath TAPI 2.x and 3.0 CSTA Phase III TSAPI JTAPI

16 16 CSTA

17 17 CSTA ASN.1 Protocol CSTA Protocol (ECMA-285) is based on ASN.1, a notation standardized by ITU-T that defines an abstract syntax for a protocol. l ASN.1 - Abstract Syntax Notation One ITU-T X Basic Notation ITU-T X Encoding Rules

18 18 CSTA XML Protocol CSTA XML Protocol (ECMA-323) - Set of XML Schemas. Uses the following W3C technologies: l XML 1.0 l XML Schema Definition l SOAP - Simple Object Access Protocol

19 19 CSTA Versions l Phase I - Services (ECMA-179) and Protocol (ECMA-180). June l Phase II - Service (ECMA-217), Protocol (ECMA-218) and Technical Report TR/68. Some services added to Phase I. Dec l Phase III - Service (ECMA-269&ISO 18051) and ASN.1 Protocol (ECMA-285&ISO 18052), Glossary of Definition and Terminology (TR/72&ISO 18053), Scenarios (ECMA TR/82), Migrating to CSTA Phase III (ECMA TR/80), and XML Protocol (ECMA-323).

20 20 CSTA Modelling Device Modelling l Physical Elements l Logical Elements l Device Configurations l Device Ids l Device Categories

21 21 CSTA Modelling Physical and Logical Elements Buttons Lamps Display Ringer Hookswitch Speaker Microphone Auditory Apparatus P A A L

22 22 CSTA Device Configuration AA L3 P1P2 Bridged Device Configuration

23 23 CSTA Device ID´s l Diallable Number l Switching Function Representation l Device Number

24 24 CSTA Device Categories l Station Device Category l Network Interface Device Category l ACD Device Category l Park Device Category l Other Device Category l Group Device Category

25 25 CSTA Call Modelling Call Identification C1D2D1 Connection Id C1D1 Connection Id C1D2

26 26 CSTA Call Modelling C1D2D1D4D3 D5D6 D7 C2 D8 C3 Conference Campon Consultation

27 27 l Services (C S) - used to request that an action be performed or to ask for information l Events (C S) - used to report transitions in the switching function. CSTA Types of Messages

28 28 CSTA Groups of Services l Capability Exchange Services l System Services l Monitoring Services l Snapshot Services l Call Control Services l Call Associated Services l Media Attachment Services l Routeing Services

29 29 CSTA Groups of Services (cont.) l Physical Device Services l Logical Device Services l I/O Services l Voice Unit Services l Call Detail Recording Services l Escape Services

30 30 CSTA Groups of Events l Call Control Events l Call Associated Events l Media Associated Events l Physical Device Events l Logical Device Events l Device Maintenance Events l Voice Unit Events l Escape Events

31 31 a,c, q,n,f CSTA - Example of Service Conditions for Consult Call D1 D3 D2 D3 D2D1C1 C2 C1 Before ServiceAfter Service hc* c *

32 32 CSTA - Example of Service Parameters of Consult Call Parameter NameType M/ O/C Description existingCallConnectionIDMSpecifies the active connection consultedDeviceDeviceIDMSpecifies the device to be consulted connectionReservationBooleanOSpecifies that the media stream channel... accountCodeAccountInfoOSpecifies the account code... authCodeAuthCodeOSpecifies the authorization code... correlatorDataCorrelatorDataOSpecifies the correlator data... userDataUserDataOSpecifies the user data

33 33 CSTA - Example of Service Consult Call-Connection State Transitions ConnectionInitial State(Required)Final State D1C1ConnectedHold D1C2NullInitiated, Connected D3C2NullAlerting, Connected, Queued,... D2C1(Unspecified)(Unaffected)

34 34 CSTA - Example of Service Consult Call - Monitoring Events Monitored DeviceConnectionEventEvent Cause D1D1C1HeldSpecifies the active connection (Consulting Device)D1C2Service Initiated(optional)Specifies the device to be consulted D1C2OriginatedSpecifies that the media stream channel... D3C2Depends on the type... D2D1C1HeldNormal or Consultation or... D3D3C2Depends on the type...

35 35 CSTA - Example of Service Consult Call - Functional Requirements 1.For the consultedDevice, all active features will be honoured… 2.The consultOptions parameter indicates the potential action… 3.It is switching function specific whether a switching function may still accept a request... 6.The consultedDevice parameter may contain a device identifier of null…

36 36 CSTA - Example of Service Consult Call - ASN.1 Protocol Definition –CSTA-consultation-call –{ iso( 1) identified-organization( 3) icd-ecma( 0012) –standard( 0) csta2( 218) consultation-call( 7) } –DEFINITIONS ::= –BEGIN –IMPORTS –OPERATION, ERROR FROM Remote-Operations-Notation –{ joint-iso-ccitt( 2) remote-operations( 4) notation( 0) } –-- Data Types -- –universalFailure FROM CSTA-error-definition –{ iso( 1) identified-organization( 3) icd-ecma( 0012) –standard( 0) csta2( 218) error-definition( 120) } –CalledDeviceID FROM CSTA-device-identifiers –{ iso( 1) identified-organization( 3) icd-ecma( 0012) –standard( 0) csta2( 218) device-identifiers( 123) }

37 37 CSTA - Example of Service Consult Call - Message Definition –consultationCallOPERATION –ARGUMENTConsultationCallArgument –RESULTConsultationCallResult –ERRORS{universalFailure} –::= 7 –ConsultationCallArgument ::= –SEQUENCE –{existingCallConnectionID, – consultedDeviceCalledDeviceID, – consultedDeviceProfileDeviceProfileOPTIONAL, – accountCode[0] IMPLICIT AccountInfoOPTIONAL, – authCode[1] IMPLICIT AuthCodeOPTIONAL, – correlatorData[2] IMPLICIT CorrelatorDataOPTIONAL, – extensionsCSTACommonArgumentsOPTIONAL} –ConsultationCallResult ::= –CHOICE –{initiatedCallConnectionID, – SEQUENCE –{initiatedCallConnectionID, – extensionsCSTACommonArguments} }

38 38 CSTA - Example of Conditions for Delivered Event a,c, q,n,f D1D2 D1C1 Before EventAfter Event a**

39 39 CSTA - Example of Service Parameters of Delivered Event Parameter NameType M/ O/C Description monitorCrossRefIDMonitorCrossRefIDMAssociates an event to an established... connectionConnectionIDMSpecifies the connection that is alerting alertingDeviceSubjectDeviceIDMSpecifies that device that is alerting callingDeviceCallingDeviceIDMSpecifies the calling device calledDeviceCalledDeviceIDMSpecifies the originally called device lastRedirectionDeviceRedirectionDeviceIDMSpecifies the previous known

40 40 CSTA Call Event Reports Null Initiated Connected Null Alerting Connected No Event Reported Service Initiated Call Originated Delivered Established Device D1Device D2Call C1 CSTA Connection States CSTA Connection States CSTA Event Reports

41 41 CSTA Examples

42 42 Routing Services Example Route Enable (enabled) Route Enable (positive ack) Incoming ACD Call Route Request (ANI,CallID,XRefID) Route Select (Dest1234,XRefID) Route End (XRefID)

43 43 Application Initialization Example Get Switching Function Devices Switching Function Devices (x,y,z,…) Application Initialized MonitorStartResp SnapshotDevice (x) MonitorStart (x) SnapshotDeviceResp() Make Call (x, y) MakeCallResp ()

44 44 ACD Event Flows Delivered (ACD,CallID,ANI,DNIS) Queued(ACDGroup,CallID,ANI, DNIS) Incoming ACD Call Diverted(ACD,CallID,Agent) Established(Agent,CallId,ANI, DNIS) Delivered(Agent,CallID,ANI, DNIS)

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