ISO/IEC 18056:2004
(Main)Information technology — Telecommunications and information exchange between systems — XML Protocol for Computer Supported Telecommunications Applications (CSTA) Phase III
Information technology — Telecommunications and information exchange between systems — XML Protocol for Computer Supported Telecommunications Applications (CSTA) Phase III
ISO/IEC 18056:2004 specifies an XML protocol for the services described in ECMA-269, Services for Computer Supported Telecommunications Applications (CSTA)Phase III. ISO/IEC 18056:2004 provides an alternative protocol to the ASN.1-based protocol specified in ISO/IEC 18052 :2000. Clauses 5 to 8 inclusive describe the concepts underlying the request/response model, application association, notation and service, and a description of the template used in ISO/IEC 18056:2004. Clauses 9 to 26 inclusive contain CSTA-specific protocol details and forms the main part of this International Standard. Annex A specifies the PICS for this International Standard. Examples of CSTA XML encodings are provided in Annex B through Annex G.
Technologies de l'information — Télécommunications et échange d'information entre systèmes — Protocole XML pour applications en télécommunications assistées par ordinateur (CSTA) en phase III
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Standards Content (Sample)
INTERNATIONAL ISO/IEC
STANDARD 18056
First edition
2004-12-01
Information technology —
Telecommunications and information
exchange between systems — XML
Protocol for Computer Supported
Telecommunications Applications (CSTA)
Phase III
Technologies de l'information — Télécommunications et échange
d'information entre systèmes — Protocole XML pour applications en
télécommunications assistées par ordinateur (CSTA) en phase III
Reference number
ISO/IEC 18056:2004(E)
©
ISO/IEC 2004
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ISO/IEC 18056:2004(E)
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ISO/IEC 18056:2004(E)
Contents
1 Scope 1
2 Conformance 1
2.1 Static Requirements 1
2.2 Dynamic Requirements 1
2.3 PICS Requirement 1
3 Normative references 1
3.1 ISO Standards and Technical Reports 2
3.2 World Wide Web Consortium Specifications 2
4 Terms and definitions 2
5 CSTA Service Definition Model 2
5.1 Request/Response Interactions 2
5.2 Request/Response Protocol Requirements 2
5.3 Cross Referencing of Event Reports 2
5.4 Handling of Private Data 3
6 Interconnection service boundary 3
7 Association Management 3
7.1 Implicit association 3
7.2 Explicit association 3
8 XML Template Description 3
9 CSTA parameter types 5
9.1 Switching function objects 5
9.2 Device Identifiers 6
9.3 Call and connection identifiers 9
9.4 Connection states 11
9.5 Status reporting 12
9.6 Device and feature types and other parameters 16
9.7 Security 24
9.8 Common extensions 25
9.9 Call control 26
9.10 Capability Exchange 31
9.11 Call Detail Record 91
9.12 Charge information 94
9.13 Data call types 96
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ISO/IEC 18056:2004(E)
9.14 Escape types 97
9.15 Media services 98
9.16 Physical device features 101
9.17 Data Collection 104
9.18 Event Cause 105
9.19 Error Value 107
9.20 Empty (null element) 112
10 Top level schema 113
11 Capability exchange services 118
11.1 Services 118
11.1.1 Get logical device information 118
11.1.2 Get physical device information 120
11.1.3 Get switching function capabilities 121
11.1.4 Get switching function devices 125
11.1.5 Switching function devices 126
12 System services 127
12.1 Registration services 127
12.1.1 Change system status filter 127
12.1.2 System register 128
12.1.3 System register abort 129
12.1.4 System register cancel 130
12.2 Services 131
12.2.1 Request system status 131
12.2.2 System status 132
12.2.3 Switching function capabilities changed 133
12.2.4 Switching function devices changed 134
13 Monitoring services 135
13.1 Services 135
13.1.1 Change monitor filter 135
13.1.2 Monitor start 136
13.1.3 Monitor stop 137
14 Snapshot services 138
14.1 Services 138
14.1.1 Snapshot call 138
14.1.2 Snapshot device 139
14.1.3 Snapshot calldata 140
14.1.4 Snapshot devicedata 141
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15 Call control services and events 142
15.1 Services 142
15.1.1 Accept call 142
15.1.2 Alternate call 143
15.1.3 Answer call 144
15.1.4 Call back call-related 145
15.1.5 Call back message call-related 146
15.1.6 Camp on call 147
15.1.7 Clear call 148
15.1.8 Clear Connection 149
15.1.9 Conference call 150
15.1.10 Consultation call 151
15.1.11 Deflect call 152
15.1.12 Dial digits 153
15.1.13 Directed pickup call 154
15.1.14 Group pickup call 155
15.1.15 Hold call 156
15.1.16 Intrude call 157
15.1.17 Join call 158
15.1.18 Make call 159
15.1.19 Make predictive call 160
15.1.20 Park call 162
15.1.21 Reconnect call 163
15.1.22 Retrieve call 164
15.1.23 Send Message 165
15.1.24 Single step conference call 166
15.1.25 Single step transfer call 167
15.1.26 Transfer call 168
15.2 Events 169
15.2.1 Bridged 169
15.2.2 Call cleared 170
15.2.3 Conferenced 171
15.2.4 Connection cleared 172
15.2.5 Delivered 173
15.2.6 Digits dialed 174
15.2.7 Diverted 175
15.2.8 Established 176
15.2.9 Failed 177
15.2.10 Held 178
15.2.11 Network capabilities changed 179
15.2.12 Network reached 180
15.2.13 Offered 181
15.2.14 Originated 182
15.2.15 Queued 183
15.2.16 Retrieved 184
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ISO/IEC 18056:2004(E)
15.2.17 Service initiated 185
15.2.18 Transferred 186
16 Call associated features 187
16.1 Services 187
16.1.1 Associate data 187
16.1.2 Cancel telephony tones 188
16.1.3 Change connection information 189
16.1.4 Generate digits 190
16.1.5 Generate telephony tones 191
16.1.6 Send user information 192
16.2 Events 193
16.2.1 Call information 193
16.2.2 Charging 194
16.2.3 Digits generated 195
16.2.4 Telephony tones generated 196
16.2.5 Service completion failure 197
17 Media attachment services and events 198
17.1 Services 198
17.1.1 Attach media service 198
17.1.2 Detach media service 199
17.2 Events 200
17.2.1 Media attached 200
17.2.2 Media detached 201
18 Routeing services 202
18.1 Registration services 202
18.1.1 Route register 202
18.1.2 Route register abort 203
18.1.3 Route register cancel 204
18.2 Services 205
18.2.1 Re-Route 205
18.2.2 Route end 206
18.2.3 Route reject 207
18.2.4 Route request 208
18.2.5 Route select 209
18.2.6 Route used 210
19 Physical device features 211
19.1 Services 211
19.1.1 Button press 211
19.1.2 Get auditory apparatus information 212
19.1.3 Get button information 213
19.1.4 Get display 214
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19.1.5 Get hookswitch status 215
19.1.6 Get lamp information 216
19.1.7 Get lamp mode 217
19.1.8 Get message waiting indicator 218
19.1.9 Get microphone gain 219
19.1.10 Get microphone mute 220
19.1.11 Get ringer status 221
19.1.12 Get speaker mute 222
19.1.13 Get speaker volume 223
19.1.14 Set button information 224
19.1.15 Set display 225
19.1.16 Set hookswitch status 226
19.1.17 Set lamp mode 227
19.1.18 Set message waiting indicator 228
19.1.19 Set microphone gain 229
19.1.20 Set microphone mute 230
19.1.21 Set ringer status 231
19.1.22 Set speaker mute 232
19.1.23 Set speaker volume 233
19.2 Events 234
19.2.1 Button information 234
19.2.2 Button press 235
19.2.3 Display updated 236
19.2.4 Hookswitch 237
19.2.5 Lamp mode 238
19.2.6 Message waiting 239
19.2.7 Microphone gain 240
19.2.8 Microphone mute 241
19.2.9 Ringer status 242
19.2.10 Speaker mute 243
19.2.11 Speaker volume 244
20 Logical device features 245
20.1 Services 245
20.1.1 Call back non-call-related 245
20.1.2 Call back message non-call-related 246
20.1.3 Cancel call back 247
20.1.4 Cancel call back message 248
20.1.5 Get agent state 249
20.1.6 Get auto answer 251
20.1.7 Get auto work mode 252
20.1.8 Get caller id status 253
20.1.9 Get do not disturb 254
20.1.10 Get forwarding 255
20.1.11 Get last number dialed 256
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ISO/IEC 18056:2004(E)
20.1.12 Get routeing mode 257
20.1.13 Set agent state 258
20.1.14 Set auto answer 259
20.1.15 Set auto work mode 260
20.1.16 Set caller id status 261
20.1.17 Set do not disturb 262
20.1.18 Set forwarding 263
20.1.19 Set routeing mode 264
20.2 Events 265
20.2.1 Agent busy 265
20.2.2 Agent logged off 266
20.2.3 Agent logged on 267
20.2.4 Agent not ready 268
20.2.5 Agent ready 269
20.2.6 Agent working after call 270
20.2.7 Auto answer 271
20.2.8 Auto work mode 272
20.2.9 Call back 273
20.2.10 Call back message 274
20.2.11 Caller id status 275
20.2.12 Do not disturb 276
20.2.13 Forwarding 277
20.2.14 Routeing mode 278
21 Device maintenance events 279
21.1 Events 279
21.1.1 Back in service 279
21.1.2 Device capabilities changed 280
21.1.3 Out of service 281
22 I/O services 282
22.1 Registration services 282
22.1.1 I/O register 282
22.1.2 I/O register abort 283
22.1.3 I/O register cancel 284
22.2 Services 285
22.2.1 Data path resumed 285
22.2.2 Data path suspended 286
22.2.3 Fast data 287
22.2.4 Resume data path 288
22.2.5 Send broadcast data 289
22.2.6 Send data 290
22.2.7 Send multicast data 291
22.2.8 Start data path 292
22.2.9 Stop data path 293
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22.2.10 Suspend data path 294
23 Data Collection Services 295
23.1 Services 295
23.1.1 Data Collected 295
23.1.2 Data Collection Resumed 297
23.1.3 Data Collection Suspended 298
23.1.4 Resume Data Collection 299
23.1.5 Start Data Collection 300
23.1.6 Stop Data Collection 301
23.1.7 Suspend Data Collection 302
24 Voice unit services and events 303
24.1 Services 303
24.1.1 Concatenate message 303
24.1.2 Delete message 304
24.1.3 Play message 305
24.1.4 Query voice attribute 306
24.1.5 Record message 307
24.1.6 Reposition 308
24.1.7 Resume 309
24.1.8 Review 310
24.1.9 Set voice attribute 311
24.1.10 Stop 312
24.1.11 Suspend 313
24.1.12 Synthesize message 314
24.2 Events 315
24.2.1 Play 315
24.2.2 Record 316
24.2.3 Review 317
24.2.4 Stop 318
24.2.5 Suspend play 319
24.2.6 Suspend record 320
24.2.7 Voice attribute changed 321
25 Call detail record services 322
25.1 Services 322
25.1.1 Call detail records notification 322
25.1.2 Call detail records report 323
25.1.3 Send stored call detail records 324
25.1.4 Start call detail records transmission 325
25.1.5 Stop call detail records transmission 326
26 Vendor specific extensions services and events 327
26.1 Registration services 327
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ISO/IEC 18056:2004(E)
26.1.1 Escape register 327
26.1.2 Escape register abort 328
26.1.3 Escape register cancel 329
26.2 Services 330
26.2.1 Escape 330
26.2.2 Private data version selection 331
26.3 Events 332
26.3.1 Private event 332
Annex A - Protocol Implementation Conformance Statement (PICS) Proforma 333
A.1 Introduction 333
A.2 Conformance 333
A.3 Instructions for completing the PICS proforma 333
A.4 Implementation identification 334
A.5 PICS proforma 334
Annex B - Examples of Device Identifier Encodings 436
B.1 Simple DeviceID (no attributes) 436
B.2 DeviceID typed as a dialing number 436
B.3 DeviceID typed as a device number 436
B.4 DeviceID typed as a explicit national number 436
B.5 DeviceID typed as other type of numbering plan 436
B.6 DeviceID media characteristics 436
B.7 DeviceID including all attributes 436
Annex C - Examples of Connection Identifier Encodings 437
C.1 Fully Specified Connection ID 437
C.2 CallID only ConnectionID 437
C.3 DeviceID only ConnectionID 437
Annex D - Examples of CSTA-specific XML 438
D.1 Make Call service request - with only mandatory elements 438
D.2 Make Call service request - with optional elements 438
D.3 Make Call - Positive Acknowledgement 439
D.4 Make Call - Negative Acknowledgement 439
D.5 Delivered Event 439
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ISO/IEC 18056:2004(E)
Annex E - CSTA XML with SOAP 440
E.1 CSTA service request 440
E.2 CSTA service response (positive acknowledgement) 440
E.3 CSTA service response (negative acknowledgement) 441
E.4 Delivered Event 441
Annex F - CSTA XML with SOAP with HTTP 443
F.1 CSTA service request 443
F.2 CSTA service response (positive acknowledgement) 443
F.3 CSTA service response (negative acknowledgement) 444
F.4 Delivered Event 444
Annex G - CSTA XML Over TCP 446
G.1 Message Format 446
G.2 TCP without SOAP 446
G.3 TCP with SOAP 447
Annex H - Summary of changes 448
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ISO/IEC 18056:2004(E)
Foreword
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.
International Standard ISO/IEC 18056 was prepared by Ecma International (as ECMA-323) and was adopted, under a special
"fast-track procedure", by Joint Technical Committee ISO/IEC JTC 1, Information technology, in parallel with its approval by
national bodies of ISO and IEC.
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ISO/IEC 18056:2004(E)
Introduction
This International Standard defines an XML protocol for Phase III of 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 of Phase III XML Protocol for CSTA adds the ability to:
• support non-voice media interactions such as Email, Instant Messaging, and Chat.
utilize SIP based features supported by underlying protocol layers.
use CSTA Standards for Voice Browser applications by the addition of three new profiles.
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INTERNATIONAL STANDARD ISO/IEC 18056:2004(E)
Information technology - Telecommunications and information
exchange between systems - XML Protocol for Computer
Supported Telecommunications Applications (CSTA) Phase III
1 Scope
This International Standard specifies an XML protocol for the services described in ISO/IEC 18051, Services for
Computer Supported Telecommunications Applications (CSTA) Phase III.
This International Standard provides an alternative protocol to the ASN.1 based protocol specified in ISO/IEC 18052.
Clause 5 to clause 8 inclusive describes the concepts underlying the request/response model, application association,
notation and service, and a description of the template used in this Standard.
Clause 9 to clause 26 inclusive contains CSTA-specific protocol details and forms the main part of this Standard.
Annex A specifies the PICS for this Standard.
Examples of CSTA XML encodings are provided in annex B through annex G.
2 Conformance
A manufacturer may select any part of the CSTA protocol, as specified in this International Standard, for implementation
on a system as long as it satisfies the minimum conformance requirements as specified in clause 2 of ISO/IEC 18051.
A Protocol Implementation Conformance Statement (PICS) shall be used to specify the operations which are
provided by a particular implementation. A PICS shall also specify the parameter options which are used.
2.1 Static Requirements
To conform to this International Standard, a system shall support the syntax as defined by the XML 1.0 specification
and the structures and data types as defined in the XML Schema Structure and XML Schema Data Types specifications
for the purpose of generating and interpreting CSTA protocol information for the operations supported.
2.2 Dynamic Requirements
To conform to this Standard, a system shall:
a. follow the procedures as specified in this Standard, and ISO/IEC 18051, relevant to each CSTA operation
that the system claims to implement; and
b. satisfy the definitions, as specified in ISO/IEC 18051, relevant to each CSTA service that the system claims
to implement.
2.3 PICS Requirement
To conform to this International Standard, the following shall be stated by the implementer when defining a PICS
corresponding to an application or implementation:
a. which CSTA operations, as defined in ISO/IEC 18051, are supported by the system for the particular
implementation; and
b. which optional parameters are supported by each supported operations.
A PICS proforma is specified in annex A of this Standard.
3 Normative references
The following referenced documents are indispensable for the application of this document. For dated references
only the edition cited applies. For undated references, the latest edition of the referenced document (including any
amendments) applies.
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ISO/IEC 18056:2004(E)
3.1 ISO Standards and Technical Reports
ISO/IEC 18051:2004 Information technology -- Telecommunications and information exchange between
systems -- Services for Computer Supported Telecommunications Applications (CSTA)
Phase III
ISO/IEC 18052:2000 Information technology -- Telecommunications and information exchange between
systems -- Protocol for Computer Supported Telecommunications Applications (CSTA)
Phase III
ISO/IEC TR 18053:2000 Information technology -- Telecommunications and information exchange between
systems -- Glossary of definitions and terminology for Computer Supported
Telecommunications Applications (CSTA) Phase III
ISO/IEC 8649:1996 Information technology - Open Systems Interconnection - Service definition for the
Association Control Service Element (this corresponds to ITU-T Rec. X.217 1995)
3.2 World Wide Web Consortium Specifications
XML 1.0 XML 1.0. W3C Recommendation February 1998 (revised October 2000)
XML Schema Part 1 XML Schema Language Part 1: Structures. W3C Recommendation 2 May 2001
XML Schema Part 2 XML Schema Language Part 2: Datatypes. W3C Recommendation 2 May 2001
SOAP 1.1 Simple Object Access Protocol (SOAP) 1.1, W3C Note 08 May 2000
4 Terms and definitions
For the purposes of this document, the terms and definitions in ISO/IEC 18053 apply.
5 CSTA Service Definition Model
CSTA services specified in ISO/IEC 18051 are modeled as a request/response interaction.
Typically, one entity requests that a particular operation be performed; the other entity attempts to perform the
operation and responds to the requestor.
5.1 Request/Response Interactions
CSTA services consist of the following types of request/response interactions:
Services which specify a response in case of success or failure. The protocol description for these services
includes a response element that represents the success (i.e. positive acknowledgement). In case of service
failure, a fault element is used to provide the failure information (i.e. negative acknowledgement).
Services which only specify a response in case of failure. The protocol description for these services do not
include a response element. A fault element is used to provide the failure information (i.e. negative
acknowledgement).
For CSTA event reports, no response is generated.
5.2 Request/Response Protocol Requirements
This Standard specifies CSTA-specific XML-encoded content for messages that are sent across a CSTA Service
boundary. Typically this CSTA-specific XML is enveloped by a request/response protocol that provides a
mechanism for correlating a CSTA request with a CSTA response, manages faults, defines header information, etc.
This Standard does not mandate that a specific request/response protocol be used. However, this Standard provides
examples of how the CSTA-specific XML can be used with several industry request/response protocols and
transports such as SOAP (Simple Object Access Protocol), HTTP, and TCP. These examples are provided beginning
in annex E.
5.3 Cross Referencing of Event Reports
The Monitor Cross Reference Identifier in CSTA event reports is used to correlate events to an earlier Monitor Start
service request (see 6.7.2.1 of ISO/IEC 18051).
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ISO/IEC 18056:2004(E)
5.4 Handling of Private Data
If an entity receives CSTA Private Data in a CSTA message, and it can not recognize the information contained, the
CSTA Private Data shall be discarded, and the rest of the message shall be processed.
6 Interconnection service boundary
The protocol in this Standard is an OSI Application Layer protocol that assumes certain services are provided by the
underlying layers, and these services are also assumed by the protocol for CSTA.
This protocol also provides a mechanism for secure transmission of CSTA messages as defined in this Standard.
7 Association Management
The protocol in this Standard operates in the context of an application association. This application association can
be achieved by:
an implicit association achieved via off-line agreement; or
an explicit association that is achieved dynamically.
7.1 Implicit association
An a-priori agreement exists between switching and computing functions: the application context is implicit,
dynamic negotiation is not possible.
7.2 Explicit association
An explicit application association is established by a process of exchanging messages that define the application
context for the association.
This Standard does not require that a particular standard be used as part of the application association establishment
procedure.
When ACSE (ISO/IEC 8649) is used to establish an application association per 7.2 of ISO/IEC 18051, the CSTA
Association Information includes CSTA Version information that indicates the CSTA protocol versions supported by
an implementation. The protocol defined in this Standard is indicated by setting the versionSeven bit in the
CSTAVersion parameter of the CSTA Association Information as defined in 8.2.2 of ISO/IEC 18052. Note that the
ACSE messages are ASN.1 encoded while the CSTA messages are XML encoded as defined by this Standard.
8 XML Template Description
This clause describes the template format used to describe the XML schemas for CSTA services, events, and
parameter types as specified in ISO/IEC 18051.
The template consists of the following parts:
XML header - this consists of the text “” which identifies the XML
version used.
XML Schema header - this identifies the start of an XML schema and provides information such as:
the target namespace. In this edition of the Standard the target namespace is defined as “http://
www.ecma.ch/standards/ecma-323/csta/ed2”. Note that this namespace is different than the namespace
used in ECMA-323, 1st Edition.
the csta namespace is defined in the same way as the target namespace. XML names that refer to names in
the CSTA namespace are prefixed with “csta:”.
the xsd namespace. This identifies the XML Schema. XML names that refer to names in the XML Schema
namespace are prefixed with “xsd:”.
the element form default is specified as “qualified” which requires that all element names must be
prefixed with a namespace (csta: or xsd:)
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ISO/IEC 18056:2004(E)
documentation - this provides a comment that indicates the CSTA specific service, event report, or data-type
set.
included schemas - this provides a list of other CSTA schemas that are referenced by the service, event, or data
type set.
CSTA specific XML:
for CSTA services, this consists of a service request element and a service response element. (A comment
is provided in some cases where a service response is not specified per ISO/IEC 18051.). This is followed,
in some cases, by service-specific XML types that are referenced in the previous elements.
for CSTA event reports, this consists of an event report element followed, in some cases, by event-specific
XML type definitions that are referenced in the event report element.
for CSTA data types, this consists of the data types that are referenced (included) by other CSTA XML
schemas.
XML Schema end tag - indicates the end of the schema.
Note that in general, each parameter defined in ISO/IEC 18051 is represented as an XML element and each
parameter type in ISO/IEC 18051 is represented as an XML simple or complex type.
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ISO/IEC 18056:2004(E)
9 CSTA parameter types
9.1 Switching function objects
xmlns:xsd="http://www.w3.org/2001/XMLSchema"
xmlns:csta="http://www.ecma.ch/standards/ecma-323/csta/ed2"
elementFormDefault="qualified" attributeFormDefault="unqualified">
CSTA-switching-function-objects
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ISO/IEC 18056:2004(E)
9.2 Device Identifiers
xmlns:csta="http://www.ecma.ch/standards/ecma-323/csta/ed2"
xmlns:xsd="http://www.w3.org/2001/XMLSchema"
elementFormDefault="qualified" attributeFormDefault="unqualified">
CSTA-device-identifiers
...
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