1. CSTA Overview
Source: Joao Armenio - Siemens Brazil

2. CTI
CSTA

3. Computer Suported Telecommunications Applications
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. 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. CTI
Overview

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

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

8. CTI First Party vs. Third Party
Application
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

9. CTI Examples of Features
ACD
Call Control
Line/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. Call Delivered to Agent
CTI ACD Call
Call Arrives on Trunk
Call Enters IVR
Call Enters ACD
CTI
Events
Time
Call Delivered to Agent
Conversation

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

12. CTI API vs. Protocol

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

14. CTI API´s AND PROTOCOLS
ACD
Call Control
Line/Set Control
CallPath
CSTA Phase I and II
TAPI 1.0
TSAPI
JTAPI

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

16. CSTA

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.
ASN.1 - Abstract Syntax Notation One
ITU-T X Basic Notation
ITU-T X Encoding Rules

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

19. CSTA Versions
Phase I - Services (ECMA-179) and Protocol (ECMA-180). June 1992.
Phase II - Service (ECMA-217), Protocol (ECMA-218) and Technical Report TR/68. Some services added to Phase I. Dec
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. CSTA Modelling Device Modelling Physical Elements Logical Elements
Device Configurations
Device Ids
Device Categories

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

22. CSTA Device ConfigurationP1 P2 L3 A A
Bridged Device Configuration

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

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

25. CSTA Call Modelling Call Identification D1 C1 D2 Connection Id

26. CSTA Call Modelling D3 D4 D7 C2 C1 D2 D1 D5 D6 D8 C3 Consultation
Campon
Conference

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

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

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

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

31. CSTA - Example of Service Conditions for Consult Call
Before Service
After Service D1 C1 D2 D1 C1 D2 c * h * D3 C2
a,c,
q,n,f D3 c

32. CSTA - Example of Service Parameters of Consult Call
Parameter Name
Type M/
O/C
Description
existingCall
ConnectionID M
Specifies the active connection
consultedDevice
DeviceID M
Specifies the device to be consulted
connectionReservation
Boolean O
Specifies that the media stream channel...
accountCode
AccountInfo O
Specifies the account code ...
authCode
AuthCode O
Specifies the authorization code ...
correlatorData
CorrelatorData O
Specifies the correlator data ...
userData
UserData O
Specifies the user data ... . . . .

33. CSTA - Example of Service Consult Call-Connection State Transitions
Initial State(Required)
Final State
D1C1
Connected
Hold
D1C2
Null
Initiated, Connected
D3C2
Null
Alerting, Connected, Queued,...
D2C1
(Unspecified)
(Unaffected)

34. CSTA - Example of Service Consult Call - Monitoring Events
Monitored Device
Connection
Event
Event Cause D1
D1C1
Held
Specifies the active connection
(Consulting Device)
D1C2
Service Initiated(optional)
Specifies the device to be consulted
D1C2
Originated
Specifies that the media stream channel...
D3C2
Depends on the type... D2
D1C1
Held
Normal or Consultation or... D3
D3C2
Depends on the type...

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. 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
standard( 0) csta2( 218) error-definition( 120) }
CalledDeviceID FROM CSTA-device-identifiers
standard( 0) csta2( 218) device-identifiers( 123) }

37. CSTA - Example of Service Consult Call - Message Definition
consultationCall OPERATION
ARGUMENT ConsultationCallArgument
RESULT ConsultationCallResult
ERRORS {universalFailure}
::= 7
ConsultationCallArgument ::=
SEQUENCE
{existingCall ConnectionID,
consultedDevice CalledDeviceID,
consultedDeviceProfile DeviceProfile OPTIONAL,
accountCode [0] IMPLICIT AccountInfo OPTIONAL,
authCode [1] IMPLICIT AuthCode OPTIONAL,
correlatorData [2] IMPLICIT CorrelatorData OPTIONAL,
extensions CSTACommonArguments OPTIONAL}
ConsultationCallResult ::=
CHOICE
{initiatedCall ConnectionID,
{initiatedCall ConnectionID,
extensions CSTACommonArguments} }

38. CSTA - Example of Conditions for Delivered Event
Before Event
After Event D1
a,c,
q,n,f C1 D2 D1 C1 D2 * a *

39. CSTA - Example of Service Parameters of Delivered Event
Parameter Name
Type M/
O/C
Description
monitorCrossRefID
MonitorCrossRefID M
Associates an event to an established...
connection
ConnectionID M
Specifies the connection that is alerting
alertingDevice
SubjectDeviceID M
Specifies that device that is alerting
callingDevice
CallingDeviceID M
Specifies the calling device
calledDevice
CalledDeviceID M
Specifies the originally called device
lastRedirectionDevice
RedirectionDeviceID M
Specifies the previous known... . . . .

40. CSTA Call Event Reports
Device D1
Call C1
Device D2
Null
No Event Reported
Null
Initiated
Service Initiated
Null
Connected
Call Originated
Null
Connected
Delivered
Alerting
Connected
Established
Connected
CSTA Connection
States
CSTA Event Reports
CSTA Connection
States

41. CSTA Examples

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

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