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CSTA Overview Source: Joao Armenio - Siemens Brazil.

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

1 CSTA Overview Source: Joao Armenio - Siemens Brazil


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

ACD Call Control Line/Set Control CallPath CSTA Phase I and II TAPI 1.0 TSAPI JTAPI

ACD Call Control Line/Set Control CallPath CSTA Phase III TAPI 2.x and 3.0 TSAPI JTAPI


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 Configuration
P1 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)

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