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CSTA OverviewCSTA Overview

Source: Joao Armenio - Siemens Brazil

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CSTACSTA

Computer Suported Telecommunications Applications

CSTA is an OSI layer 7 protocol which is defined to communicate a Computer Network with a Telecommunications

Network.

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CSTACSTAWho defines it?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

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CTICTI

Overview

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CTICTIDefinitionDefinition

PBX providing Telephony Information to Computer Application

Computer Application controlling PBX

CTICTI

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CTICTIDefinitionDefinition

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)

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CTICTIFirst Party vs. Third PartyFirst Party vs. Third Party

First Party Call ControlFirst Party Call Control- CTI application has the

ability to control/monitor a single device.

Third Party Call ControlThird Party Call Control- CTI application has the

ability to control/monitor more than one device.

CTIApplication

CTIApplication

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CTICTIExamples of FeaturesExamples of Features

ACD Call Control Line/Set Control

ACD Features

Get/Set Agent State

Make CallAnswerTransfer

Conference Hold & Retrieve

Hang Up

Device Features

Speaker On/OffMute

Get/Set MWIGet/Set Button State

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CTICTIACD CallACD Call

Tim

e

Call Arrives on Trunk

Call Enters IVR

Call Enters ACD

Conversation

CTICTIEventsEvents

Call Delivered to Agent

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CTICTIAPI vs. ProtocolAPI 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.

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CTICTIAPI vs. ProtocolAPI vs. Protocol

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CTICTIProtocols/API´sProtocols/API´s

CSTA - protocol from ECMA

TAPI - API from Microsoft

JTAPI - API from Sun

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CTI CTI API´s AND PROTOCOLSAPI´s AND PROTOCOLS

ACD Call Control Line/Set Control

CallPath

TAPI 1.0

CSTA Phase I and II

TSAPI

JTAPI

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CTI CTI API´s AND PROTOCOLSAPI´s AND PROTOCOLS

ACD Call Control Line/Set Control

CallPath

TAPI 2.x and 3.0

CSTA Phase III

TSAPI

JTAPI

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CSTACSTA

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CSTA ASN.1 ProtocolCSTA 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.680 - Basic Notation

ITU-T X.690 - Encoding Rules

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CSTA XML ProtocolCSTA 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

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CSTA VersionsCSTA 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. 1994.

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).

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CSTACSTAModellingModelling

Device Modelling

Physical Elements

Logical Elements

Device Configurations

Device Ids

Device Categories

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CSTA ModellingCSTA ModellingPhysical and Logical ElementsPhysical and Logical Elements

Buttons

Lamps

Display

Ringer

Hooksw

itch

Speaker

Microphone

AuditoryApparatus

PA

AL

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CSTACSTADevice ConfigurationDevice Configuration

A AL3

P1 P2

Bridged Device Configuration

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CSTACSTADevice ID´sDevice ID´s

Diallable Number

Switching Function Representation

Device Number

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CSTACSTA Device Categories Device Categories

Station Device Category

Network Interface Device Category

ACD Device Category

Park Device Category

Other Device Category

Group Device Category

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CSTACSTACall ModellingCall Modelling

Call Identification

C1 D2D1

Connection IdC1D1

Connection IdC1D2

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CSTACSTACall ModellingCall Modelling

C1 D2D1

D4D3

D5 D6

D7

C2

D8

C3

Conference

Campon

Consultation

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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.

CSTACSTATypes of MessagesTypes of Messages

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CSTACSTAGroups of ServicesGroups of Services

Capability Exchange Services System Services Monitoring Services Snapshot Services Call Control Services Call Associated Services Media Attachment Services Routeing Services

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CSTACSTAGroups of Services (cont.)Groups of Services (cont.)

Physical Device Services Logical Device Services I/O Services Voice Unit Services Call Detail Recording Services Escape Services

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CSTACSTAGroups of EventsGroups 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

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a,c,q,n,f

CSTA - Example of ServiceCSTA - Example of ServiceConditions for Consult CallConditions for Consult Call

D1

D3

D2

D3

D2D1C1

C2

C1

Before Service After Service

hc *

c

*

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CSTA - Example of ServiceCSTA - Example of ServiceParameters of Consult CallParameters of Consult Call

Parameter Name TypeM/

O/CDescription

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 ...

. . . .

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CSTA - Example of ServiceCSTA - Example of ServiceConsult Call-Connection State TransitionsConsult Call-Connection State Transitions

Connection Initial State(Required) Final State

D1C1 Connected Hold

D1C2 Null Initiated, Connected

D3C2 Null Alerting, Connected, Queued,...

D2C1 (Unspecified) (Unaffected)

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CSTA - Example of ServiceCSTA - Example of ServiceConsult Call - Monitoring EventsConsult 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...

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CSTA - Example of ServiceCSTA - Example of ServiceConsult Call - Functional RequirementsConsult 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…

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CSTA - Example of ServiceCSTA - Example of ServiceConsult Call - ASN.1 Protocol DefinitionConsult 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– { iso( 1) identified-organization( 3) icd-ecma( 0012)– standard( 0) csta2( 218) error-definition( 120) }– CalledDeviceID FROM CSTA-device-identifiers– { iso( 1) identified-organization( 3) icd-ecma( 0012)– standard( 0) csta2( 218) device-identifiers( 123) }

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CSTA - Example of ServiceCSTA - Example of ServiceConsult Call - Message DefinitionConsult 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,– SEQUENCE– {initiatedCall ConnectionID,– extensions CSTACommonArguments} }

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CSTA - Example of CSTA - Example of Conditions for Delivered EventConditions for Delivered Event

a,c,q,n,fD1 D2 D2D1C1 C1

Before Event After Event

a* *

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CSTA - Example of ServiceCSTA - Example of ServiceParameters of Delivered EventParameters of Delivered Event

Parameter Name TypeM/

O/CDescription

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...

. . . .

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CSTACSTACall Event ReportsCall Event Reports

Null

Initiated

Connected

Connected

Connected

Null

Null

Null

Alerting

Connected

No Event Reported

Service Initiated

Call Originated

Delivered

Established

Device D1 Device D2Call C1

CSTA ConnectionStates

CSTA ConnectionStates

CSTA Event Reports

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CSTA ExamplesCSTA Examples

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Routing Services ExampleRouting Services Example

Route Enable (enabled)

Route Enable (positive ack)

IncomingACD Call Route Request (ANI,CallID,XRefID)

Route Select (Dest1234,XRefID)

Route End (XRefID)

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Application Initialization ExampleApplication Initialization Example

Get Switching Function Devices

Switching Function Devices (x,y,z,…)

ApplicationInitialized

MonitorStartResp

SnapshotDevice (x)

MonitorStart (x)

SnapshotDeviceResp()

Make Call (x, y)

MakeCallResp ()

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ACD Event FlowsACD Event Flows

Delivered (ACD,CallID,ANI,DNIS)

Queued(ACDGroup,CallID,ANI, DNIS)

IncomingACD Call

Diverted(ACD,CallID,Agent)

Established(Agent,CallId,ANI, DNIS)

Delivered(Agent,CallID,ANI, DNIS)