ISO/IEC 18051:2010
Information technology — Telecommunications and information exchange between systems — Services for Computer Supported Telecommunications Applications (CSTA) Phase III
ISO/IEC 18051:2010 specifies the Services and Event Reports for Computer-Supported Telecommunications Applications, Phase III (CSTA).
ISO/IEC 18051:2010 is focused on providing application service interfaces to a Switching Function, Computing Function and a Special Resource Function. A CSTA application interface is disassociated from the various user-network interfaces and network-network interfaces CSTA applications may serve, observe or manipulate. Because CSTA operates with existing telecommunications interfaces indirectly, it operates generically, so that differences among various existing interfaces are hidden from CSTA applications. Support of user-to-network interfaces is outside the scope of CSTA.
Although most terminal equipment (TE) is suitable for use with CSTA, there will be instances of TE that will not be suitable in certain circumstances. Examples are:
- FAX terminals and modems that are unable to adjust their transmission modes to prevent carrier conflict when both parties are alerted via CSTA during call establishment;
- functional terminals that perform telecommunication functions outside the control of the Switching Function.
Services defined in ISO/IEC 18051:2010 allow functional integration between a computing network and a telecommunications network. Computing platforms (i.e. Application Programming Interfaces - APIs) that support such functionally-integrated applications are outside the scope of ISO/IEC 18051:2010.
Communication between the computing and switching (i.e. telecommunications) networks may take place via intervening networks ranging from simple point-to-point connections to local- or wide-area telecommunications networks.
ISO/IEC 18051:2010 is part of a suite of CSTA Standards and Technical Reports that provide a comprehensive description of the architectural and practical issues involved in applying, implementing, and utilizing CSTA-based computer telephony integration (CTI) applications.
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1 Scope
2 Conformance
2.1 Switching Function
2.1.1 Conformant Services
2.1.2 Conformant Events
2.1.3 CSTA Profiles
2.1.4 Support of Service Requests And Manual Mode
2.2 Special Resource Function Conformance
2.2.1 Conformant Services
2.2.2 Conformant Events
2.2.3 Support of Service Requests And Manual Mode
2.3 Computing Function Conformance
3 Normative references
4 Terms, definitions and abbreviations
5 Functional Architecture
6 CSTA Operational Model
6.1 Switching Sub-Domain Model
6.1.1 Device
6.1.2 Call
6.1.3 Connection
6.1.4 Call State Definitions
6.1.5 Referencing Devices, Elements, Appearances and Device Configurations
6.1.6 Management of Dynamically-Assigned Identifiers
6.2 I/O Services
6.2.1 Data Path Definition
6.2.2 I/O Registration Services
6.2.3 Data Path States and Operational Model
6.2.4 I/O Services Example
6.3 Call Detail Record (CDR) Services
6.3.1 CDR Services Examples
6.4 Capabilities Exchange
6.4.1 Switching Function Capabilities
6.4.2 Device Capabilities
6.4.3 Dynamic Feature Availability
6.5 Switching Function Information Synchronization
6.5.1 Switching Function Level Information
6.5.2 Device Level Information
6.5.3 Call Level Information
6.6 Status Reporting Services
6.6.1 System Status
6.6.2 Monitoring
6.6.3 Snapshot Services
6.7 Additional Services, Features & Behaviour
6.7.1 Forwarding
6.7.2 Connection Failure
6.7.3 Recall
6.7.4 Call Back
6.7.5 External Calls
6.7.6 Tracking a Diverted Call
6.7.7 Media Stream Access
6.7.8 Routeing Services
6.7.9 Device Maintenance
6.7.10 Prompting
6.7.11 Telephony Tones Features
6.7.12 DTMF and Rotary Pulse Digits Features
6.7.13 Data Collection Services
6.8 Location Features
6.8.1 Location Information
6.8.2 Polling for Location Information
6.8.3 Location Information in Call Control Events
6.8.4 Location Tracking Session
6.8.5 Setting Location Information
7 Association Establishment
7.1 Implicit Association created using CSTA System Status service (initiated by Switching Function)
7.2 Implicit Association created using CSTA Request System Status service
7.3 Explicit Association created using ACSE
7.4 Explicit Association created using Ecma Application Session (ISO/IEC 22534) Services
8 Security Service
9 Generic Service Requirements
9.1 Service Request
9.2 Service Response (Acknowledgements)
9.2.1 Positive Acknowledgement Models
9.2.2 Negative Acknowledgement
9.3 Diagnostic Error Definitions
9.3.1 Error Categories
9.3.2 Error Values
9.4 Vendor Specific Extensions
9.4.1 Private Data
9.4.2 Escape Services and Private Event
9.5 General Services and Event Functional Requirements
9.5.1 Services
9.5.2 Events
10 CSTA Device Identifier Formats
10.1 Device Identifier Formats
10.1.1 Diallable Digits
10.1.2 Switching Function Representation
10.1.3 Device Number
10.1.4 URI Representation
10.2 DeviceID Tags
10.3 Functional Requirements
11 Template Descriptions
11.1 Service Template
11.1.1 Service Description
11.1.2 Service Request
11.1.3 Service Response
11.1.4 Operational Model
11.2 Event Template
11.2.1 Event Description
11.2.2 Event Parameters
11.2.3 Event Causes
11.2.4 Functional Requirements
11.3 Parameter Type Template
11.3.1 Parameter Type Description
11.3.2 Format
11.3.3 Functional Requirements
12 Parameter Types
12.1 Definitions
12.2 Defined Parameter Types
12.2.1 AccountInfo
12.2.2 AgentPassword
12.2.3 AuthCode
12.2.4 CallCharacteristics
12.2.5 CallLinkageData
12.2.6 CallQualifyingData
12.2.7 ChargingInfo
12.2.8 ConnectionInformation
12.2.9 ConnectionList
12.2.10 CorrelatorData
12.2.11 CSTAPrivateData
12.2.12 CSTASecurityData
12.2.13 DeviceHistory
12.2.14 ErrorValue
12.2.15 EventCause
12.2.16 LanguagePreferences
12.2.17 LocalConnectionState
12.2.18 LocationInfo
12.2.19 LocationInfoList
12.2.20 MediaCallCharacteristics
12.2.21 MediaServiceType
12.2.22 MessageInfo
12.2.23 MonitorFilter
12.2.24 ServicesPermitted
12.2.25 SimpleCallState
12.2.26 SubjectOfCall
12.2.27 SystemStatus
12.2.28 TimeInfo
12.2.29 UserData
12.3 Identifier Parameter Types
12.3.1 AgentID
12.3.2 AssociatedCalledDeviceID
12.3.3 AssociatedCallingDeviceID
12.3.4 AuditoryApparatusID
12.3.5 ButtonID
12.3.6 CalledDeviceID
12.3.7 CallingDeviceID
12.3.8 CDRCrossRefID
12.3.9 ConnectionID
12.3.10 DCollCrossRefID
12.3.11 DeviceID
12.3.12 DisplayID
12.3.13 EscapeRegisterID
12.3.14 HookswitchID
12.3.15 IOCrossRefID
12.3.16 IORegisterReqID
12.3.17 LampID
12.3.18 MediaServiceInstanceID
12.3.19 MediaStreamID
12.3.20 MessageID
12.3.21 MonitorCrossRefID
12.3.22 NetworkCalledDeviceID
12.3.23 NetworkCallingDeviceID
12.3.24 RedirectionDeviceID
12.3.25 ResourceID
12.3.26 RingerID
12.3.27 RouteingCrossRefID
12.3.28 RouteRegisterReqID
12.3.29 ServiceCrossRefID
12.3.30 SubjectDeviceID
12.3.31 SysStatRegisterID
13 Capability Exchange Services
13.1 Services
13.1.1 Get CSTA Features
13.1.2 Get Logical Device Information
13.1.3 Get Physical Device Information
13.1.4 Get Switching Function Capabilities
13.1.5 Get Switching Function Devices
13.1.6 Switching Function Devices
14 System Services
14.1 Registration Services
14.1.1 Change System Status Filter
14.1.2 System Register
14.1.3 System Register Abort
14.1.4 System Register Cancel
14.2 Services
14.2.1 Request System Status
14.2.2 System Status
14.2.3 Switching Function Capabilities Changed
14.2.4 Switching Function Devices Changed
14.2.5 Get Registrations
14.2.6 Registration Info
15 Monitoring Services
15.1 Services
15.1.1 Change Monitor Filter
15.1.2 Monitor Start
15.1.3 Monitor Stop
15.1.4 Get Monitors
15.1.5 Monitor Info
16 Snapshot Services
16.1 Services
16.1.1 Snapshot Call
16.1.2 Snapshot Device
16.1.3 Snapshot CallData
16.1.4 Snapshot DeviceData
17 Call Control Services & Events
17.1 Services
17.1.1 Accept Call
17.1.2 Alternate Call
17.1.3 Answer Call
17.1.4 Call Back Call-Related
17.1.5 Call Back Message Call-Related
17.1.6 Camp On Call
17.1.7 Clear Call
17.1.8 Clear Connection
17.1.9 Conference Call
17.1.10 Consultation Call
17.1.11 Deflect Call
17.1.12 Dial Digits
17.1.13 Directed Pickup Call
17.1.14 Group Pickup Call
17.1.15 Hold Call
17.1.16 Intrude Call
17.1.17 Join Call
17.1.18 Make Call
17.1.19 Make Connection
17.1.20 Make Predictive Call
17.1.21 Park Call
17.1.22 Reconnect Call
17.1.23 Retrieve Call
17.1.24 Send Message
17.1.25 Single Step Conference Call
17.1.26 Single Step Transfer Call
17.1.27 Transfer Call
17.2 Events
17.2.1 Bridged
17.2.2 Call Cleared
17.2.3 Conferenced
17.2.4 Connection Cleared
17.2.5 Delivered
17.2.6 Digits Dialled
17.2.7 Diverted
17.2.8 Established
17.2.9 Failed
17.2.10 Held
17.2.11 Network Capabilities Changed
17.2.12 Network Reached
17.2.13 Offered
17.2.14 Originated
17.2.15 Queued
17.2.16 Retrieved
17.2.17 Service Initiated
17.2.18 Transferred
18 Call Associated Features
18.1 Services
18.1.1 Associate Data
18.1.2 Cancel Telephony Tones
18.1.3 Change Connection Information
18.1.4 Generate Digits
18.1.5 Generate Telephony Tones
18.1.6 Send User Information
18.2 Events
18.2.1 Call Information
18.2.2 Charging
18.2.3 Digits Generated
18.2.4 Telephony Tones Generated
18.2.5 Service Completion Failure
19 Media Attachment Services & Events
19.1 Services
19.1.1 Attach Media Service
19.1.2 Detach Media Service
19.2 Events
19.2.1 Media Attached
19.2.2 Media Detached
20 Routeing Services
20.1 Registration Services
20.1.1 Route Register
20.1.2 Route Register Abort
20.1.3 Route Register Cancel
20.2 Services
20.2.1 Re-Route
20.2.2 Route End
20.2.3 Route Reject
20.2.4 Route Request
20.2.5 Route Select
20.2.6 Route Used
21 Physical Device Features
21.1 Services
21.1.1 Button Press
21.1.2 Get Auditory Apparatus Information
21.1.3 Get Button Information
21.1.4 Get Display
21.1.5 Get Hookswitch Status
21.1.6 Get Lamp Information
21.1.7 Get Lamp Mode
21.1.8 Get Message Waiting Indicator
21.1.9 Get Microphone Gain
21.1.10 Get Microphone Mute
21.1.11 Get Ringer Status
21.1.12 Get Speaker Mute
21.1.13 Get Speaker Volume
21.1.14 Set Button Information
21.1.15 Set Display
21.1.16 Set Hookswitch Status
21.1.17 Set Lamp Mode
21.1.18 Set Message Waiting Indicator
21.1.19 Set Microphone Gain
21.1.20 Set Microphone Mute
21.1.21 Set Ringer Status
21.1.22 Set Speaker Mute
21.1.23 Set Speaker Volume
21.2 Events
21.2.1 Button Information
21.2.2 Button Press
21.2.3 Display Updated
21.2.4 Hookswitch
21.2.5 Lamp Mode
21.2.6 Message Waiting
21.2.7 Microphone Gain
21.2.8 Microphone Mute
21.2.9 Ringer Status
21.2.10 Speaker Mute
21.2.11 Speaker Volume
22 Logical Device Features
22.1 Services
22.1.1 Call Back Non-Call-Related
22.1.2 Call Back Message Non-Call-Related
22.1.3 Cancel Call Back
22.1.4 Cancel Call Back Message
22.1.5 Get Agent State
22.1.6 Get Auto Answer
22.1.7 Get Auto Work Mode
22.1.8 Get CallBack
22.1.9 Get Caller ID Status
22.1.10 Get Do Not Disturb
22.1.11 Get Forwarding
22.1.12 Get Last Number Dialled
22.1.13 Get Routeing Mode
22.1.14 Set Agent State
22.1.15 Set Auto Answer
22.1.16 Set Auto Work Mode
22.1.17 Set Caller ID Status
22.1.18 Set Do Not Disturb
22.1.19 Set Forwarding
22.1.20 Set Routeing Mode
22.2 Events
22.2.1 Agent Busy
22.2.2 Agent Logged Off
22.2.3 Agent Logged On
22.2.4 Agent Not Ready
22.2.5 Agent Ready
22.2.6 Agent Working After Call
22.2.7 Auto Answer
22.2.8 Auto Work Mode
22.2.9 Call Back
22.2.10 Call Back Message
22.2.11 Caller ID Status
22.2.12 Do Not Disturb
22.2.13 Forwarding
22.2.14 Routeing Mode
23 Device Maintenance Events
23.1 Events
23.1.1 Back In Service
23.1.2 Device Capabilities Changed
23.1.3 Out Of Service
23.1.4 Partially In Service
24 I/O Services
24.1 Registration Services
24.1.1 I/O Register
24.1.2 I/O Register Abort
24.1.3 I/O Register Cancel
24.2 I/O Services
24.2.1 Data Path Resumed
24.2.2 Data Path Suspended
24.2.3 Fast Data
24.2.4 Resume Data Path
24.2.5 Send Broadcast Data
24.2.6 Send Data
24.2.7 Send Multicast Data
24.2.8 Start Data Path
24.2.9 Stop Data Path
24.2.10 Suspend Data Path
25 Data Collection Services
25.1 Services
25.1.1 Data Collected
25.1.2 Data Collection Resumed
25.1.3 Data Collection Suspended
25.1.4 Resume Data Collection
25.1.5 Start Data Collection
25.1.6 Stop Data Collection
25.1.7 Suspend Data Collection
26 Voice Services & Events
26.1 Services
26.1.1 Activate
26.1.2 Clear
26.1.3 Concatenate Message
26.1.4 Deactivate
26.1.5 Delete Message
26.1.6 Play Message
26.1.7 Query Voice Attribute
26.1.8 Queue
26.1.9 Record Message
26.1.10 Reposition
26.1.11 Resume
26.1.12 Review
26.1.13 Set Voice Attribute
26.1.14 Start
26.1.15 Stop
26.1.16 Suspend
26.1.17 Synthesize Message
26.2 Events
26.2.1 Bookmark Reached
26.2.2 Completed
26.2.3 DTMF Detected
26.2.4 Emptied
26.2.5 Interruption Detected
26.2.6 Not Recognized
26.2.7 Play
26.2.8 Recognized
26.2.9 Record
26.2.10 Review
26.2.11 Silence Timeout Expired
26.2.12 Speech Detected
26.2.13 Started
26.2.14 Stop
26.2.15 Suspend Play
26.2.16 Suspend Record
26.2.17 Voice Attribute Changed
26.2.18 Voice Error Occurred
27 Call Detail Record (CDR) Services
27.1 Services
27.1.1 Call Detail Records Notification
27.1.2 Call Detail Records Report
27.1.3 Send Stored Call Detail Records
27.1.4 Start Call Detail Records Transmission
27.1.5 Stop Call Detail Records Transmission
28 Location Services
28.1 Location Services
28.1.1 Get Location Information
28.1.2 Set Location Information
28.1.3 Location Tracking Session Resumed
28.1.4 Location Tracking Session Suspended
28.1.5 Resume Location Tracking Session
28.1.6 Location Information Report
28.1.7 Start Location Tracking Session
28.1.8 Stop Location Tracking Session
28.1.9 Suspend Location Tracking Session
28.1.10 Get Location Tracking Capabilities
28.1.11 Get Location Tracking Sessions
28.1.12 Location Session Info
29 Vendor Specific Extensions Services & Events
29.1 Registration Services
29.1.1 Escape Register
29.1.2 Escape Register Abort
29.1.3 Escape Register Cancel
29.2 Services
29.2.1 Escape
29.2.2 Private Data Version Selection
29.3 Events
29.3.1 Private Event
Annex A (normative) Device Appearances
Annex B (normative) ISDN User-User Information Element Encoding for CSTA
Annex C (normative) Capability Bitmap Parameters Types
Annex D (informative) Connection State Transition Examples
Annex E (informative) Summary of changes in this edition
Bibliography
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1 Scope
2 Conformance
2.1 Switching Function
2.1.1 Conformant Services
2.1.2 Conformant Events
2.1.3 CSTA Profiles
2.1.4 Support of Service Requests And Manual Mode
2.2 Special Resource Function Conformance
2.2.1 Conformant Services
2.2.2 Conformant Events
2.2.3 Support of Service Requests And Manual Mode
2.3 Computing Function Conformance
3 Normative references
4 Terms, definitions and abbreviations
5 Functional Architecture
6 CSTA Operational Model
6.1 Switching Sub-Domain Model
6.1.1 Device
6.1.2 Call
6.1.3 Connection
6.1.4 Call State Definitions
6.1.5 Referencing Devices, Elements, Appearances and Device Configurations
6.1.6 Management of Dynamically-Assigned Identifiers
6.2 I/O Services
6.2.1 Data Path Definition
6.2.2 I/O Registration Services
6.2.3 Data Path States and Operational Model
6.2.4 I/O Services Example
6.3 Call Detail Record (CDR) Services
6.3.1 CDR Services Examples
6.4 Capabilities Exchange
6.4.1 Switching Function Capabilities
6.4.2 Device Capabilities
6.4.3 Dynamic Feature Availability
6.5 Switching Function Information Synchronization
6.5.1 Switching Function Level Information
6.5.2 Device Level Information
6.5.3 Call Level Information
6.6 Status Reporting Services
6.6.1 System Status
6.6.2 Monitoring
6.6.3 Snapshot Services
6.7 Additional Services, Features & Behaviour
6.7.1 Forwarding
6.7.2 Connection Failure
6.7.3 Recall
6.7.4 Call Back
6.7.5 External Calls
6.7.6 Tracking a Diverted Call
6.7.7 Media Stream Access
6.7.8 Routeing Services
6.7.9 Device Maintenance
6.7.10 Prompting
6.7.11 Telephony Tones Features
6.7.12 DTMF and Rotary Pulse Digits Features
6.7.13 Data Collection Services
6.8 Location Features
6.8.1 Location Information
6.8.2 Polling for Location Information
6.8.3 Location Information in Call Control Events
6.8.4 Location Tracking Session
6.8.5 Setting Location Information
7 Association Establishment
7.1 Implicit Association created using CSTA System Status service (initiated by Switching Function)
7.2 Implicit Association created using CSTA Request System Status service
7.3 Explicit Association created using ACSE
7.4 Explicit Association created using Ecma Application Session (ISO/IEC 22534) Services
8 Security Service
9 Generic Service Requirements
9.1 Service Request
9.2 Service Response (Acknowledgements)
9.2.1 Positive Acknowledgement Models
9.2.2 Negative Acknowledgement
9.3 Diagnostic Error Definitions
9.3.1 Error Categories
9.3.2 Error Values
9.4 Vendor Specific Extensions
9.4.1 Private Data
9.4.2 Escape Services and Private Event
9.5 General Services and Event Functional Requirements
9.5.1 Services
9.5.2 Events
10 CSTA Device Identifier Formats
10.1 Device Identifier Formats
10.1.1 Diallable Digits
10.1.2 Switching Function Representation
10.1.3 Device Number
10.1.4 URI Representation
10.2 DeviceID Tags
10.3 Functional Requirements
11 Template Descriptions
11.1 Service Template
11.1.1 Service Description
11.1.2 Service Request
11.1.3 Service Response
11.1.4 Operational Model
11.2 Event Template
11.2.1 Event Description
11.2.2 Event Parameters
11.2.3 Event Causes
11.2.4 Functional Requirements
11.3 Parameter Type Template
11.3.1 Parameter Type Description
11.3.2 Format
11.3.3 Functional Requirements
12 Parameter Types
12.1 Definitions
12.2 Defined Parameter Types
12.2.1 AccountInfo
12.2.2 AgentPassword
12.2.3 AuthCode
12.2.4 CallCharacteristics
12.2.5 CallLinkageData
12.2.6 CallQualifyingData
12.2.7 ChargingInfo
12.2.8 ConnectionInformation
12.2.9 ConnectionList
12.2.10 CorrelatorData
12.2.11 CSTAPrivateData
12.2.12 CSTASecurityData
12.2.13 DeviceHistory
12.2.14 ErrorValue
12.2.15 EventCause
12.2.16 LanguagePreferences
12.2.17 LocalConnectionState
12.2.18 LocationInfo
12.2.19 LocationInfoList
12.2.20 MediaCallCharacteristics
12.2.21 MediaServiceType
12.2.22 MessageInfo
12.2.23 MonitorFilter
12.2.24 ServicesPermitted
12.2.25 SimpleCallState
12.2.26 SubjectOfCall
12.2.27 SystemStatus
12.2.28 TimeInfo
12.2.29 UserData
12.3 Identifier Parameter Types
12.3.1 AgentID
12.3.2 AssociatedCalledDeviceID
12.3.3 AssociatedCallingDeviceID
12.3.4 AuditoryApparatusID
12.3.5 ButtonID
12.3.6 CalledDeviceID
12.3.7 CallingDeviceID
12.3.8 CDRCrossRefID
12.3.9 ConnectionID
12.3.10 DCollCrossRefID
12.3.11 DeviceID
12.3.12 DisplayID
12.3.13 EscapeRegisterID
12.3.14 HookswitchID
12.3.15 IOCrossRefID
12.3.16 IORegisterReqID
12.3.17 LampID
12.3.18 MediaServiceInstanceID
12.3.19 MediaStreamID
12.3.20 MessageID
12.3.21 MonitorCrossRefID
12.3.22 NetworkCalledDeviceID
12.3.23 NetworkCallingDeviceID
12.3.24 RedirectionDeviceID
12.3.25 ResourceID
12.3.26 RingerID
12.3.27 RouteingCrossRefID
12.3.28 RouteRegisterReqID
12.3.29 ServiceCrossRefID
12.3.30 SubjectDeviceID
12.3.31 SysStatRegisterID
13 Capability Exchange Services
13.1 Services
13.1.1 Get CSTA Features
13.1.2 Get Logical Device Information
13.1.3 Get Physical Device Information
13.1.4 Get Switching Function Capabilities
13.1.5 Get Switching Function Devices
13.1.6 Switching Function Devices
14 System Services
14.1 Registration Services
14.1.1 Change System Status Filter
14.1.2 System Register
14.1.3 System Register Abort
14.1.4 System Register Cancel
14.2 Services
14.2.1 Request System Status
14.2.2 System Status
14.2.3 Switching Function Capabilities Changed
14.2.4 Switching Function Devices Changed
14.2.5 Get Registrations
14.2.6 Registration Info
15 Monitoring Services
15.1 Services
15.1.1 Change Monitor Filter
15.1.2 Monitor Start
15.1.3 Monitor Stop
15.1.4 Get Monitors
15.1.5 Monitor Info
16 Snapshot Services
16.1 Services
16.1.1 Snapshot Call
16.1.2 Snapshot Device
16.1.3 Snapshot CallData
16.1.4 Snapshot DeviceData
17 Call Control Services & Events
17.1 Services
17.1.1 Accept Call
17.1.2 Alternate Call
17.1.3 Answer Call
17.1.4 Call Back Call-Related
17.1.5 Call Back Message Call-Related
17.1.6 Camp On Call
17.1.7 Clear Call
17.1.8 Clear Connection
17.1.9 Conference Call
17.1.10 Consultation Call
17.1.11 Deflect Call
17.1.12 Dial Digits
17.1.13 Directed Pickup Call
17.1.14 Group Pickup Call
17.1.15 Hold Call
17.1.16 Intrude Call
17.1.17 Join Call
17.1.18 Make Call
17.1.19 Make Connection
17.1.20 Make Predictive Call
17.1.21 Park Call
17.1.22 Reconnect Call
17.1.23 Retrieve Call
17.1.24 Send Message
17.1.25 Single Step Conference Call
17.1.26 Single Step Transfer Call
17.1.27 Transfer Call
17.2 Events
17.2.1 Bridged
17.2.2 Call Cleared
17.2.3 Conferenced
17.2.4 Connection Cleared
17.2.5 Delivered
17.2.6 Digits Dialled
17.2.7 Diverted
17.2.8 Established
17.2.9 Failed
17.2.10 Held
17.2.11 Network Capabilities Changed
17.2.12 Network Reached
17.2.13 Offered
17.2.14 Originated
17.2.15 Queued
17.2.16 Retrieved
17.2.17 Service Initiated
17.2.18 Transferred
18 Call Associated Features
18.1 Services
18.1.1 Associate Data
18.1.2 Cancel Telephony Tones
18.1.3 Change Connection Information
18.1.4 Generate Digits
18.1.5 Generate Telephony Tones
18.1.6 Send User Information
18.2 Events
18.2.1 Call Information
18.2.2 Charging
18.2.3 Digits Generated
18.2.4 Telephony Tones Generated
18.2.5 Service Completion Failure
19 Media Attachment Services & Events
19.1 Services
19.1.1 Attach Media Service
19.1.2 Detach Media Service
19.2 Events
19.2.1 Media Attached
19.2.2 Media Detached
20 Routeing Services
20.1 Registration Services
20.1.1 Route Register
20.1.2 Route Register Abort
20.1.3 Route Register Cancel
20.2 Services
20.2.1 Re-Route
20.2.2 Route End
20.2.3 Route Reject
20.2.4 Route Request
20.2.5 Route Select
20.2.6 Route Used
21 Physical Device Features
21.1 Services
21.1.1 Button Press
21.1.2 Get Auditory Apparatus Information
21.1.3 Get Button Information
21.1.4 Get Display
21.1.5 Get Hookswitch Status
21.1.6 Get Lamp Information
21.1.7 Get Lamp Mode
21.1.8 Get Message Waiting Indicator
21.1.9 Get Microphone Gain
21.1.10 Get Microphone Mute
21.1.11 Get Ringer Status
21.1.12 Get Speaker Mute
21.1.13 Get Speaker Volume
21.1.14 Set Button Information
21.1.15 Set Display
21.1.16 Set Hookswitch Status
21.1.17 Set Lamp Mode
21.1.18 Set Message Waiting Indicator
21.1.19 Set Microphone Gain
21.1.20 Set Microphone Mute
21.1.21 Set Ringer Status
21.1.22 Set Speaker Mute
21.1.23 Set Speaker Volume
21.2 Events
21.2.1 Button Information
21.2.2 Button Press
21.2.3 Display Updated
21.2.4 Hookswitch
21.2.5 Lamp Mode
21.2.6 Message Waiting
21.2.7 Microphone Gain
21.2.8 Microphone Mute
21.2.9 Ringer Status
21.2.10 Speaker Mute
21.2.11 Speaker Volume
22 Logical Device Features
22.1 Services
22.1.1 Call Back Non-Call-Related
22.1.2 Call Back Message Non-Call-Related
22.1.3 Cancel Call Back
22.1.4 Cancel Call Back Message
22.1.5 Get Agent State
22.1.6 Get Auto Answer
22.1.7 Get Auto Work Mode
22.1.8 Get CallBack
22.1.9 Get Caller ID Status
22.1.10 Get Do Not Disturb
22.1.11 Get Forwarding
22.1.12 Get Last Number Dialled
22.1.13 Get Routeing Mode
22.1.14 Set Agent State
22.1.15 Set Auto Answer
22.1.16 Set Auto Work Mode
22.1.17 Set Caller ID Status
22.1.18 Set Do Not Disturb
22.1.19 Set Forwarding
22.1.20 Set Routeing Mode
22.2 Events
22.2.1 Agent Busy
22.2.2 Agent Logged Off
22.2.3 Agent Logged On
22.2.4 Agent Not Ready
22.2.5 Agent Ready
22.2.6 Agent Working After Call
22.2.7 Auto Answer
22.2.8 Auto Work Mode
22.2.9 Call Back
22.2.10 Call Back Message
22.2.11 Caller ID Status
22.2.12 Do Not Disturb
22.2.13 Forwarding
22.2.14 Routeing Mode
23 Device Maintenance Events
23.1 Events
23.1.1 Back In Service
23.1.2 Device Capabilities Changed
23.1.3 Out Of Service
23.1.4 Partially In Service
24 I/O Services
24.1 Registration Services
24.1.1 I/O Register
24.1.2 I/O Register Abort
24.1.3 I/O Register Cancel
24.2 I/O Services
24.2.1 Data Path Resumed
24.2.2 Data Path Suspended
24.2.3 Fast Data
24.2.4 Resume Data Path
24.2.5 Send Broadcast Data
24.2.6 Send Data
24.2.7 Send Multicast Data
24.2.8 Start Data Path
24.2.9 Stop Data Path
24.2.10 Suspend Data Path
25 Data Collection Services
25.1 Services
25.1.1 Data Collected
25.1.2 Data Collection Resumed
25.1.3 Data Collection Suspended
25.1.4 Resume Data Collection
25.1.5 Start Data Collection
25.1.6 Stop Data Collection
25.1.7 Suspend Data Collection
26 Voice Services & Events
26.1 Services
26.1.1 Activate
26.1.2 Clear
26.1.3 Concatenate Message
26.1.4 Deactivate
26.1.5 Delete Message
26.1.6 Play Message
26.1.7 Query Voice Attribute
26.1.8 Queue
26.1.9 Record Message
26.1.10 Reposition
26.1.11 Resume
26.1.12 Review
26.1.13 Set Voice Attribute
26.1.14 Start
26.1.15 Stop
26.1.16 Suspend
26.1.17 Synthesize Message
26.2 Events
26.2.1 Bookmark Reached
26.2.2 Completed
26.2.3 DTMF Detected
26.2.4 Emptied
26.2.5 Interruption Detected
26.2.6 Not Recognized
26.2.7 Play
26.2.8 Recognized
26.2.9 Record
26.2.10 Review
26.2.11 Silence Timeout Expired
26.2.12 Speech Detected
26.2.13 Started
26.2.14 Stop
26.2.15 Suspend Play
26.2.16 Suspend Record
26.2.17 Voice Attribute Changed
26.2.18 Voice Error Occurred
27 Call Detail Record (CDR) Services
27.1 Services
27.1.1 Call Detail Records Notification
27.1.2 Call Detail Records Report
27.1.3 Send Stored Call Detail Records
27.1.4 Start Call Detail Records Transmission
27.1.5 Stop Call Detail Records Transmission
28 Location Services
28.1 Location Services
28.1.1 Get Location Information
28.1.2 Set Location Information
28.1.3 Location Tracking Session Resumed
28.1.4 Location Tracking Session Suspended
28.1.5 Resume Location Tracking Session
28.1.6 Location Information Report
28.1.7 Start Location Tracking Session
28.1.8 Stop Location Tracking Session
28.1.9 Suspend Location Tracking Session
28.1.10 Get Location Tracking Capabilities
28.1.11 Get Location Tracking Sessions
28.1.12 Location Session Info
29 Vendor Specific Extensions Services & Events
29.1 Registration Services
29.1.1 Escape Register
29.1.2 Escape Register Abort
29.1.3 Escape Register Cancel
29.2 Services
29.2.1 Escape
29.2.2 Private Data Version Selection
29.3 Events
29.3.1 Private Event
Annex A (normative) Device Appearances
Annex B (normative) ISDN User-User Information Element Encoding for CSTA
Annex C (normative) Capability Bitmap Parameters Types
Annex D (informative) Connection State Transition Examples
Annex E (informative) Summary of changes in this edition
Bibliography