ISO/IEC 18051:2005
(Main)Information technology — Telecommunications and information exchange between systems — Services for Computer Supported Telecommunications Applications (CSTA) Phase III
Information technology — Telecommunications and information exchange between systems — Services for Computer Supported Telecommunications Applications (CSTA) Phase III
ISO/IEC 18051:2005 specifies the Services and Event Reports for Computer-Supported Telecommunications Applications, Phase III (CSTA). It focuses 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 ISO/IEC 18051:2005. 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; and Functional terminals that perform telecommunication functions outside the control of the Switching Function. Services defined in ISO/IEC 18051:2005 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 18051:2005. ISO/IEC 18051:2005 is part of a suite of CSTA International Standards and Technical Reports that provide a comprehensive description of the architectural and practical issues involved in applying, implementing and utilizing CSTA-based CTI applications.
Technologies de l'information — Télécommunications et échange d'information entre systèmes — Services pour applications en télécommunications supportées par ordinateur (CSTA) en phase III
General Information
Relations
Standards Content (Sample)
INTERNATIONAL ISO/IEC
STANDARD 18051
Third edition
2005-07-15
Information technology —
Telecommunications and information
exchange between systems — Services
for Computer Supported
Telecommunications Applications (CSTA)
Phase III
Technologies de l'information — Télécommunications et échange
d'information entre systèmes — Services pour applications en
télécommunications supportées par ordinateur (CSTA) en phase III
Reference number
ISO/IEC 18051:2005(E)
©
ISO/IEC 2005
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ISO/IEC 18051:2005(E)
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ISO/IEC 18051:2005(E)
Contents
1 Scope 1
2 Conformance 1
2.1 Switching Function 2
2.1.1 Conformant Services 2
2.1.2 Conformant Events 2
2.1.3 CSTA Profiles 2
2.1.4 Support of Service Requests And Manual Mode 4
2.2 Special Resource Function Conformance 4
2.2.1 Conformant Services 5
2.2.2 Conformant Events 5
2.2.3 Support of Service Requests And Manual Mode 5
2.3 Computing Function Conformance 5
3 References 6
4 Definitions and Abbreviations 6
5 Functional Architecture 6
6 CSTA Operational Model 7
6.1 Switching Sub-Domain Model 8
6.1.1 Device 8
6.1.2 Call 40
6.1.3 Connection 47
6.1.4 Call State Definitions 51
6.1.5 Referencing Devices, Elements, Appearances and Device Configurations 52
6.1.6 Management of Dynamically-Assigned Identifiers 54
6.2 I/O Services 54
6.2.1 Data Path Definition 55
6.2.2 I/O Registration Services 56
6.2.3 Data Path States and Operational Model 56
6.2.4 I/O Services Example 56
6.3 Call Detail Record (CDR) Services 57
6.3.1 CDR Services Examples 57
6.4 Capabilities Exchange 59
6.4.1 Switching Function Capabilities 59
6.4.2 Device Capabilities 60
6.4.3 Dynamic Feature Availability 60
6.5 Switching Function Information Synchronization 61
6.5.1 Switching Function Level Information 61
6.5.2 Device Level Information 61
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ISO/IEC 18051:2005(E)
6.5.3 Call Level Information 61
6.6 Status Reporting Services 62
6.6.1 System Status 62
6.6.2 Monitoring 63
6.6.3 Snapshot Services 66
6.7 Additional Services, Features & Behaviour 67
6.7.1 Forwarding 67
6.7.2 Connection Failure 69
6.7.3 Recall 70
6.7.4 Call Back 71
6.7.5 External Calls 71
6.7.6 Tracking a Diverted Call 72
6.7.7 Media Stream Access 73
6.7.8 Routeing Services 76
6.7.9 Device Maintenance 81
6.7.10 Prompting 81
6.7.11 Telephony Tones Features 81
6.7.12 DTMF and Rotary Pulse Digits Features 82
6.7.13 Data Collection Services 82
7 Association Establishment 82
7.1 Implicit Association created using CSTA System Status service (initiated by Switching Function)
83
7.2 Implicit Association created using CSTA Request System Status service 83
7.3 Explicit Association created using ACSE 84
7.4 Explicit Association created using Ecma Session Control Services 85
8 Security Service 86
9 Generic Service Requirements 86
9.1 Service Request 86
9.2 Service Response (Acknowledgements) 87
9.2.1 Positive Acknowledgement Models 87
9.2.2 Negative Acknowledgement 88
9.3 Diagnostic Error Definitions 88
9.3.1 Error Categories 88
9.3.2 Error Values 89
9.4 Vendor Specific Extensions 89
9.4.1 Private Data 89
9.4.2 Escape Services and Private Event 90
9.5 General Services and Event Functional Requirements 91
9.5.1 Services 91
9.5.2 Events 93
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ISO/IEC 18051:2005(E)
10 CSTA Device Identifier Formats 93
10.1 Device Identifier Formats 93
10.1.1 Diallable Digits 93
10.1.2 Switching Function Representation 95
10.1.3 Device Number 97
10.1.4 URI Representation 97
10.2 Functional Requirements 97
11 Template Descriptions 97
11.1 Service Template 97
11.1.1 Service Description 98
11.1.2 Service Request 98
11.1.3 Service Response 99
11.1.4 Operational Model 99
11.2 Event Template 99
11.2.1 Event Description 99
11.2.2 Event Parameters 100
11.2.3 Event Causes 100
11.2.4 Functional Requirements 100
11.3 Parameter Type Template 100
11.3.1 Parameter Type Description 100
11.3.2 Format 100
11.3.3 Functional Requirements 100
12 Parameter Types 101
12.1 Definitions 101
12.2 Defined Parameter Types 102
12.2.1AccountInfo 103
12.2.2AgentPassword 103
12.2.3 AuthCode 103
12.2.4CallCharacteristics 103
12.2.5CallLinkageData 104
12.2.6CallQualifyingData 106
12.2.7ChargingInfo 106
12.2.8ConnectionInformation 107
12.2.9ConnectionList 107
12.2.10CorrelatorData 108
12.2.11CSTAPrivateData 109
12.2.12CSTASecurityData 109
12.2.13DeviceHistory 110
12.2.14 ErrorValue 111
12.2.15EventCause 121
12.2.16LanguagePreferences 125
12.2.17LocalConnectionState 125
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ISO/IEC 18051:2005(E)
12.2.18MediaCallCharacteristics 126
12.2.19MediaServiceType 128
12.2.20MessageInfo 129
12.2.21MonitorFilter 129
12.2.22ServicesPermitted 130
12.2.23SimpleCallState 130
12.2.24SubjectOfCall 131
12.2.25SystemStatus 131
12.2.26 TimeInfo 131
12.2.27 UserData 132
12.3 Identifier Parameter Types 133
12.3.1 AgentID 134
12.3.2AssociatedCalledDeviceID 134
12.3.3AssociatedCallingDeviceID 134
12.3.4AuditoryApparatusID 135
12.3.5 ButtonID 135
12.3.6CalledDeviceID 135
12.3.7CallingDeviceID 136
12.3.8CDRCrossRefID 136
12.3.9ConnectionID 136
12.3.10DCollCrossRefID 138
12.3.11 DeviceID 138
12.3.12 DisplayID 139
12.3.13EscapeRegisterID 139
12.3.14HookswitchID 139
12.3.15IOCrossRefID 139
12.3.16IORegisterReqID 139
12.3.17 LampID 139
12.3.18MediaServiceInstanceID 140
12.3.19MediaStreamID 140
12.3.20 MessageID 140
12.3.21MonitorCrossRefID 140
12.3.22NetworkCalledDeviceID 140
12.3.23NetworkCallingDeviceID 141
12.3.24RedirectionDeviceID 141
12.3.25ResourceID 142
12.3.26 RingerID 142
12.3.27RouteingCrossRefID 142
12.3.28RouteRegisterReqID 143
12.3.29ServiceCrossRefID 143
12.3.30SubjectDeviceID 143
12.3.31SysStatRegisterID 144
13 Capability Exchange Services 145
13.1 Services 145
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ISO/IEC 18051:2005(E)
13.1.1 Get CSTA Features 146
13.1.2 Get Logical Device Information 148
13.1.3 Get Physical Device Information 157
13.1.4 Get Switching Function Capabilities 161
13.1.5 Get Switching Function Devices 177
13.1.6 Switching Function Devices 179
14 System Services 182
14.1 Registration Services 182
14.1.1 Change System Status Filter 183
14.1.2 System Register 185
14.1.3 System Register Abort 188
14.1.4 System Register Cancel 189
14.2 Services 190
14.2.1 Request System Status 191
14.2.2 System Status 193
14.2.3 Switching Function Capabilities Changed 195
14.2.4 Switching Function Devices Changed 196
15 Monitoring Services 197
15.1 Services 197
15.1.1 Change Monitor Filter 198
15.1.2 Monitor Start 200
15.1.3 Monitor Stop 204
16 Snapshot Services 205
16.1 Services 205
16.1.1 Snapshot Call 206
16.1.2 Snapshot Device 209
16.1.3 Snapshot CallData 212
16.1.4 Snapshot DeviceData 215
17 Call Control Services & Events 218
17.1 Services 218
17.1.1 Accept Call 220
17.1.2 Alternate Call 222
17.1.3 Answer Call 225
17.1.4 Call Back Call-Related 227
17.1.5 Call Back Message Call-Related 230
17.1.6 Camp On Call 233
17.1.7 Clear Call 235
17.1.8 Clear Connection 238
17.1.9 Conference Call 242
17.1.10 Consultation Call 245
17.1.11 Deflect Call 251
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ISO/IEC 18051:2005(E)
17.1.12 Dial Digits 254
17.1.13 Directed Pickup Call 257
17.1.14 Group Pickup Call 261
17.1.15 Hold Call 264
17.1.16 Intrude Call 266
17.1.17 Join Call 270
17.1.18 Make Call 274
17.1.19 Make Predictive Call 280
17.1.20 Park Call 286
17.1.21 Reconnect Call 289
17.1.22 Retrieve Call 291
17.1.23 Send Message 293
17.1.24 Single Step Conference Call 298
17.1.25 Single Step Transfer Call 302
17.1.26 Transfer Call 305
17.2 Events 308
17.2.1 Bridged 309
17.2.2 Call Cleared 311
17.2.3Conferenced 314
17.2.4 Connection Cleared 320
17.2.5 Delivered 324
17.2.6 Digits Dialled 329
17.2.7 Diverted 332
17.2.8Established 337
17.2.9 Failed 342
17.2.10 Held 347
17.2.11 Network Capabilities Changed 349
17.2.12 Network Reached 352
17.2.13 Offered 356
17.2.14 Originated 361
17.2.15 Queued 364
17.2.16 Retrieved 368
17.2.17 Service Initiated 370
17.2.18Transferred 373
18 Call Associated Features 378
18.1 Services 378
18.1.1 Associate Data 379
18.1.2 Cancel Telephony Tones 381
18.1.3 Change Connection Information 383
18.1.4 Generate Digits 386
18.1.5 Generate Telephony Tones 389
18.1.6 Send User Information 392
18.2 Events 394
18.2.1 Call Information 395
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ISO/IEC 18051:2005(E)
18.2.2 Charging 398
18.2.3 Digits Generated 399
18.2.4 Telephony Tones Generated 400
18.2.5 Service Completion Failure 403
19 Media Attachment Services & Events 406
19.1 Services 406
19.1.1 Attach Media Service 407
19.1.2 Detach Media Service 411
19.2 Events 414
19.2.1 Media Attached 415
19.2.2 Media Detached 416
20 Routeing Services 418
20.1 Registration Services 418
20.1.1 Route Register 419
20.1.2 Route Register Abort 422
20.1.3 Route Register Cancel 423
20.2 Services 424
20.2.1 Re-Route 425
20.2.2 Route End 427
20.2.3 Route Reject 429
20.2.4 Route Request 431
20.2.5 Route Select 434
20.2.6 Route Used 436
21 Physical Device Features 438
21.1 Services 438
21.1.1 Button Press 439
21.1.2 Get Auditory Apparatus Information 440
21.1.3 Get Button Information 442
21.1.4 Get Display 444
21.1.5 Get Hookswitch Status 446
21.1.6 Get Lamp Information 447
21.1.7 Get Lamp Mode 449
21.1.8 Get Message Waiting Indicator 452
21.1.9 Get Microphone Gain 453
21.1.10 Get Microphone Mute 454
21.1.11 Get Ringer Status 455
21.1.12 Get Speaker Mute 457
21.1.13 Get Speaker Volume 458
21.1.14 Set Button Information 459
21.1.15 Set Display 460
21.1.16 Set Hookswitch Status 462
21.1.17 Set Lamp Mode 463
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ISO/IEC 18051:2005(E)
21.1.18 Set Message Waiting Indicator 465
21.1.19 Set Microphone Gain 466
21.1.20 Set Microphone Mute 468
21.1.21 Set Ringer Status 469
21.1.22 Set Speaker Mute 471
21.1.23 Set Speaker Volume 472
21.2 Events 474
21.2.1 Button Information 475
21.2.2 Button Press 476
21.2.3 Display Updated 477
21.2.4Hookswitch 479
21.2.5 Lamp Mode 480
21.2.6 Message Waiting 481
21.2.7 Microphone Gain 482
21.2.8 Microphone Mute 483
21.2.9 Ringer Status 484
21.2.10 Speaker Mute 485
21.2.11 Speaker Volume 486
22 Logical Device Features 487
22.1 Services 487
22.1.1 Call Back Non-Call-Related 488
22.1.2 Call Back Message Non-Call-Related 489
22.1.3 Cancel Call Back 491
22.1.4 Cancel Call Back Message 492
22.1.5 Get Agent State 493
22.1.6 Get Auto Answer 495
22.1.7 Get Auto Work Mode 496
22.1.8 Get Caller ID Status 497
22.1.9 Get Do Not Disturb 498
22.1.10 Get Forwarding 500
22.1.11 Get Last Number Dialled 503
22.1.12 Get Routeing Mode 504
22.1.13 Set Agent State 505
22.1.14 Set Auto Answer 509
22.1.15 Set Auto Work Mode 511
22.1.16 Set Caller ID Status 513
22.1.17 Set Do Not Disturb 514
22.1.18 Set Forwarding 516
22.1.19 Set Routeing Mode 518
22.2 Events 519
22.2.1 Agent Busy 520
22.2.2 Agent Logged Off 521
22.2.3 Agent Logged On 522
22.2.4 Agent Not Ready 523
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ISO/IEC 18051:2005(E)
22.2.5 Agent Ready 525
22.2.6 Agent Working After Call 526
22.2.7 Auto Answer 528
22.2.8 Auto Work Mode 529
22.2.9 Call Back 530
22.2.10 Call Back Message 531
22.2.11 Caller ID Status 532
22.2.12 Do Not Disturb 533
22.2.13 Forwarding 534
22.2.14 Routeing Mode 536
23 Device Maintenance Events 537
23.1 Events 537
23.1.1 Back In Service 538
23.1.2 Device Capabilities Changed 539
23.1.3 Out Of Service 540
23.1.4 Partially In Service 541
24 I/O Services 542
24.1 Registration Services 542
24.1.1 I/O Register 543
24.1.2 I/O Register Abort 545
24.1.3 I/O Register Cancel 546
24.2 I/O Services 547
24.2.1 Data Path Resumed 548
24.2.2 Data Path Suspended 549
24.2.3 Fast Data 550
24.2.4 Resume Data Path 552
24.2.5 Send Broadcast Data 553
24.2.6 Send Data 555
24.2.7 Send Multicast Data 557
24.2.8 Start Data Path 559
24.2.9 Stop Data Path 561
24.2.10 Suspend Data Path 562
25 Data Collection Services 563
25.1 Services 563
25.1.1 Data Collected 564
25.1.2 Data Collection Resumed 567
25.1.3 Data Collection Suspended 568
25.1.4 Resume Data Collection 569
25.1.5 Start Data Collection 570
25.1.6 Stop Data Collection 572
25.1.7 Suspend Data Collection 573
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ISO/IEC 18051:2005(E)
26 Voice Services & Events 574
26.1 Services 574
26.1.1 Activate 575
26.1.2 Clear 576
26.1.3 Concatenate Message 577
26.1.4 Deactivate 578
26.1.5 Delete Message 579
26.1.6 Play Message 580
26.1.7 Query Voice Attribute 582
26.1.8 Queue 588
26.1.9 Record Message 590
26.1.10 Reposition 592
26.1.11 Resume 594
26.1.12 Review 596
26.1.13 Set Voice Attribute 598
26.1.14 Start 601
26.1.15 Stop 603
26.1.16 Suspend 606
26.1.17 Synthesize Message 608
26.2 Events 609
26.2.1 Bookmark Reached 610
26.2.2 Completed 611
26.2.3 DTMF Detected 612
26.2.4 Emptied 613
26.2.5 Interruption Detected 614
26.2.6 Not Recognized 615
26.2.7 Play 616
26.2.8Recognized 617
26.2.9 Record 618
26.2.10 Review 619
26.2.11 Silence Timeout Expired 620
26.2.12 Speech Detected 621
26.2.13 Started 622
26.2.14 Stop 623
26.2.15 Suspend Play 624
26.2.16 Suspend Record 625
26.2.17 Voice Attribute Changed 626
26.2.18 Voice Error Occurred 628
27 Call Detail Record (CDR) Services 629
27.1 Services 629
27.1.1 Call Detail Records Notification 630
27.1.2 Call Detail Records Report 631
27.1.3 Send Stored Call Detail Records 636
27.1.4 Start Call Detail Records Transmission 638
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ISO/IEC 18051:2005(E)
27.1.5 Stop Call Detail Records Transmission 640
28 Vendor Specific Extensions Services & Events 642
28.1 Registration Services 642
28.1.1 Escape Register 643
28.1.2 Escape Register Abort 644
28.1.3 Escape Register Cancel 645
28.2 Services 646
28.2.1 Escape 647
28.2.2 Private Data Version Selection 648
28.3 Events 649
28.3.1 Private Event 650
Annex A - Device Appearances 651
A.1 Standard Appearance 651
A.1.1 Selected-Standard Appearance 651
A.1.2 Basic-Standard Appearance 652
A.2 Bridged Appearance 652
A.2.1Basic-Bridged 653
A.2.2Exclusive-Bridged 654
A.2.3Shared-Bridged 655
Annex B - ISDN User-User Information Element Encoding for CSTA 659
Annex C - Capability Bitmap Parameters Types 661
C.1 CapExchangeServList 662
C.1.1 Get CSTA Features 662
C.1.2 Get Logical Device Information 662
C.1.3 Get Physical Device Information 663
C.1.4 Get Switching Function Capabilities 663
C.1.5 Get Switching Function Devices 663
C.1.6 Switching Function Devices 664
C.2 SystemStatusServList 664
C.2.1 Change System Status Filter 664
C.2.2 System Register 664
C.2.3 System Status Register Abort 664
C.2.4 System Status Register Cancel 664
C.2.5 Request System Status 664
C.2.6 System Status 665
C.2.7 Switching Function Capabilities Changed 665
C.2.8 Switching Function Devices Changed 665
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ISO/IEC 18051:2005(E)
C.3 MonitoringServList 665
C.3.1 Change Monitor Filter 665
C.3.2 Monitor Start 665
C.3.3 Monitor Stop 666
C.4 SnapshotServList 666
C.4.1 Snapshot Call 666
C.4.2 Snapshot Device 666
C.4.3 Snapshot CallData 667
C.4.4 Snapshot DeviceData 667
C.5 CallControlServList 667
C.5.1 Accept Call 667
C.5.2 Alternate Call 668
C.5.3 Answer Call 668
C.5.4 Call Back Call-Related 669
C.5.5 Call Back Message Call-Related 669
C.5.6 Camp On Call 669
C.5.7 Clear Call 670
C.5.8 Clear Connection 670
C.5.9 Conference Call 671
C.5.10 Consultation Call 671
C.5.11 Deflect Call 672
C.5.12 Dial Digits 672
C.5.13 Directed Pickup Call 673
C.5.14 Group Pickup Call 673
C.5.15 Hold Call 674
C.5.16 Intrude Call 674
C.5.17 Join Call 674
C.5.18 Make Call 675
C.5.19 Make Predictive Call 675
C.5.20 Park Call 676
C.5.21 Reconnect Call 676
C.5.22 Retrieve Call 677
C.5.23 Send Message Service 677
C.5.24 Single Step Conference Call 677
C.5.25 Single Step Transfer Call 678
C.5.26 Transfer Call 678
C.6 CallControlEvtsList 679
C.6.1 Bridged 679
C.6.2 Call Cleared 680
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ISO/IEC 18051:2005(E)
C.6.3 Conferenced 680
C.6.4 Connection Cleared 680
C.6.5 Delivered 681
C.6.6 Digits Dialed 681
C.6.7 Diverted 681
C.6.8 Established 682
C.6.9 Failed 682
C.6.10 Held 683
C.6.11 Network Capabilities Changed 683
C.6.12 Network Reached 683
C.6.13 Offered 684
C.6.14 Originated 684
C.6.15 Queued 684
C.6.16 Retrieved 685
C.6.17 Service Initiated 685
C.6.18 Transferred 685
C.7 CallAssociatedServList 686
C.7.1 Associate Data 686
C.7.2 Cancel Telephony Tone 686
C.7.3 Change Connection Information 686
C.7.4 Generate Digits 687
C.7.5 Generate Telephony Tones 687
C.7.6 Send User Information 687
C.8 CallAssociatedEvtsList 687
C.8.1 Call Information 688
C.8.2 Charging 688
C.8.3 Digits Generated 688
C.8.4 Telephony Tones Generated 688
C.8.5 Service Completion Failure 689
C.9 MediaServList 689
C.9.1 Attach Media Service 689
C.9.2 Detach Media Service 689
C.10 MediaEvtsList 690
C.10.1 Media Attached 690
C.10.2 Media Detached 690
C.11 RouteingServList 690
C.11.1 Route Register 690
C.11.2 Route Register Abort 690
C.11.3 Route Register Cancel 691
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ISO/IEC 18051:2005(E)
C.11.4 Re-Route 691
C.11.5 Route End 691
C.11.6 Route Reject 691
C.11.7 Route Request 691
C.11.8 Route Select 692
C.11.9 Route Used 692
C.12 PhysDevServList 692
C.12.1 Press Button 692
C.12.2 Get Auditory Apparatus Information 692
C.12.3 Get Button Information 692
C.12.4 Get Display 693
C.12.5 Get HookSwitch Status 693
C.12.6 Get Lamp Information 693
C.12.7 Get Lamp Mode 693
C.12.8 Get Message Waiting Indicator 694
C.12.9 Get Microphone Gain 694
C.12.10 Get Microphone Mute 694
C.12.11 Get Ringer Status 694
C.12.12 Get Speaker Mute 694
C.12.13 Get Speaker Volume 694
C.12.14 Set Button Information 695
C.12.15 Set Display 695
C.12.16 Set HookSwitch Status 695
C.12.17 Set Lamp Mode 695
C.12.18 Set Message Waiting Indicator 695
C.12.19 Set Microphone Gain 696
C.12.20 Set Microphone Mute 696
C.12.21 Set Ringer Status 696
C.12.22 Set Speaker Mute 696
C.12.23 Set Speaker Volume 696
C.13 PhysDevEvtsList 697
C.13.1 Button Information 697
C.13.2 Button Press 697
C.13.3 Display Updated 697
C.13.4 Hookswitch 697
C.13.5 Lamp Mode 697
C.13.6 Message Waiting 697
C.13.7 Microphone Gain 697
C.13.8 Microphone Mute 698
C.13.9 Ringer Status 698
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ISO/IEC 18051:2005(E)
C.13.10 Speaker Mute 698
C.13.11 Speaker Volume 698
C.14 LogicalServList 698
C.14.1 Call Back Non-Call-Related 698
C.14.2 Call Back Message Non-Call-Related 698
C.14.3 Cancel Call Back 699
C.14.4 Cancel Call Back Message 699
C.14.5 Get Agent State 699
C.14.6 Get Auto Answer 699
C.14.7 Get Auto Work Mode 699
C.14.8 Get Caller ID Status 699
C.14.9 Get Do Not Disturb 700
C.14.10 Get Forwarding 700
C.14.11 Get Last Number Dialed 700
C.14.12 Get Routeing Mode 700
C.14.13 Set Agent State 700
C.14.14 Set Auto Answer 701
C.14.15 Set Auto Work Mode 701
C.14.16 Set Caller ID Status 701
C.14.17 Set Do Not Disturb 701
C.14.18 Set Forwarding 702
C.14.19 Set Routeing Mode 702
C.15 LogicalEvtsList 702
C.15.1 Agent Busy 702
C.15.2 Agent Logged Off 702
C.15.3 Agent Logged On 702
C.15.4 Agent Not Ready 703
C.15.5 Agent Ready 703
C.15.6 Agent Working After Call 703
C.15.7 Auto Answer 703
C.15.8 Auto Work Mode 703
C.15.9 Call Back 703
C.15.10 Call Back Message 703
C.15.11 Caller ID Status 704
C.15.12 Do Not Disturb 704
C.15.13 Forwarding 704
C.15.14 Routeing Mode 704
C.16 DeviceMaintEvtsList 704
C.16.1 Back In Service 704
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ISO/IEC 18051:2005(E)
C.16.2 Device Capabilities Changed 704
C.16.3 Out of Service 704
C.16.4 Partially In Service 704
C.17 IOServicesServList 705
C.17.1 I/O Register 705
C.17.2 I/O Register Abort 705
C.17.3 I/O Register Cancel 705
C.17.4 Data Path Resumed 705
C.17.5 Data Path Suspended 705
C.17.6 Fast Data 705
C.17.7 Resume Data Path 705
C.17.8 Send Broadcast Data 706
C.17.9 Send Data 706
C.17.10 Send Multicast Data 706
C.17.11 Start Data Path 706
C.17.12 Stop Data Path 707
C.17.13 Suspend Data Path 707
C.18 DataCollectionServList 707
C.18.1 Data Collected 707
C.18.2 Data Collection Resumed 707
C.18.3 Data Collection Suspended 707
C.18.4 Resume Data Collection 708
C.18.5 Start Data Collection 708
C.18.6 Stop Data Collection 708
C.18.7 Suspend Data Collection 708
C.19 VoiceServList 708
C.19.1 Activate 708
C.19.2 Clear 708
C.19.3 Concatenate Message 708
C.19.4 Deactivate 709
C.19.5 Delete Message 709
C.19.6 Play Message 709
C.19.7 Query Voice Attribute 709
C.19.8 Queue 710
C.19.9 Record Message 710
C.19.10 Reposition 710
C.19.11 Resume 710
C.19.12 Review 710
C.19.13 Set Voice Attribute 711
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ISO/IEC 18051:2005(E)
C.19.14 Start 711
C.19.15 Stop 711
C.19.16 Suspend 711
C.19.17 Synthesize Message 711
C.20 VoiceEvtsList 711
C.20.1 Bookmark Reached 711
C.20.2 Completed 712
C.20.3 DTMF Detected 712
C.20.4 Emptied 712
C.20.5 Interruption Detected 712
C.20.6 Not Recognized 712
C.20.7 Play 712
C.20.8 Recognized 713
C.20.9 Record 713
C.20.10 Review 713
C.20.11 Silence Timeout Expired 713
C.20.12 Speech Detected 713
C.20.13 Started 714
C.20.14 Stop 714
C.20.15 Suspend Play 714
C.20.16 Suspend Record 714
C.20.17 Voice Attribute Changed 715
C.20.18 Voice Error Occurred 715
C.21 CDRServList 715
C.21.1 Call Detail Records Notification 715
C.21.2 Call Detail Records Report 716
C.21.3 Send Stored Call Detail Records 717
C.21.4 Start Call Detail Records Transmission 717
C.21.5 Stop Call Detail Records Transmission 717
C.22 VendorSpecificServList 717
C.22.1 Escape Register 717
C.22.2 Escape Register Abort 717
C.22.3 Escape Register Cancel 717
C.22.4 Escape 717
C.22.5 Private Data Version Selection 718
C.23 VendorSpecificEvtsList 718
C.23.1 Private Event 718
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ISO/IEC 18051:2005(E)
Annex D - Connection State Transition Examples 719
Annex E - Summary of changes in this edition 729
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ISO/IEC 18051:2005(E)
Foreword
ISO (the International Organization for Standardization) and IEC (the International Electrotechnical
Commission) form the specialized system for worldwide standardization. National bodies that are members of
ISO or IEC participate in the development of International Standards through technical committees
established by the respective organization to deal with particular fields of technical activity. ISO and IEC
technical committees collaborate in fields of mutual interest. Other international organizations, governmental
and non-governmental, in liaison with ISO and IEC, also take part in the work. In the field of information
technology, ISO and IEC have established a joint technical committee, ISO/IEC JTC 1.
International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.
The main task of the joint technical committee is to prepare International Standards. Draft International
Standards adopted by the joint technical committee are circulated to national bodies for voting. Publication as
an International Standard requires approval by at least 75 % of the national bodies casting a vote.
Attention is drawn to the possibility that some of the elements of this document may be the subject of patent
rights. ISO and IEC shall not be held responsible for identifying any or all such patent rights.
ISO/IEC 18051 was prepared by Ecma International (as ECMA-269) and was adopted, under a special
“fast-track procedure”, by Joint Technical Committee ISO/IEC JTC 1, Information technology, Subcommittee
SC 6, Telecommunications and information exchange between systems, in parallel with its approval by
national bodies of ISO and IEC.
This third edition cancels and replaces the second edition (ISO/IEC 18051:2004), which has been technically
revised.
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ISO/IEC 18051:2005(E)
Introduction
This Standard defines Phase III of Services for Computer Supported Telecommunications Applications (CSTA).
This Standard is part of a Suite of Standards and Technical Reports for Phase III of CSTA. All of the Standards and
Technical Reports in the Suite are based on practical experience of Ecma member companies and each one
represents a pragmatic and widely-based consensus.
Phase III of CSTA extends the previous Phase I and Phase II Standards in major theme directions as well as
numerous details. This incorporates technology based upon the versit CTI Encyclopedia (Version 1.0), which was
contributed to Ecma by versit.
This edition adds features that:
— enhance the ability to support non-voice media interactions such as Email, Instant Messaging, and Chat.
— enhance the ability for CSTA applications to utilize SIP based features supported by underlying protocol layers.
— enhance the ability to leverage CSTA Standards for Voice Browser applications by the addition of three
new profiles.
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INTERNATIONAL STANDARD ISO/IEC 18051:2005(E)
Information technology — Telecommunications and information
exchange between systems — Services for Computer
Supported Telecommunications Applications (CSTA) Phase III
1 Scope
This Standard specifies the Services and Event Reports for Computer-Supported Telecommunications
Applications, Phase III (CSTA).
This Standard 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) are 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 this Standard 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 this Standard.
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.
This Standard 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 CTI applications.
2 Conformance
This Clause specifies the conformance requireme
...
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