2016 Cc Uplift Uccx Cti

8/18/2019 2016 Cc Uplift Uccx Cti

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February 2016

Cisco Unified Contact Center Exp

Call Routing and CTI Interactions

2016 Custoer C

Tec!nical "

#b!ira $raad!ati% CCIE & '006(

Tec!nical )olutions *anager% C+#+U


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, 201' Cisco and-or its affiliates. #ll rig

Agenda

CTI o/er/ie

T#"I o/er/ie

UCC3 #pplication Users

UCC3 Call Flo

Exaple of CTI couni

for call control and CTI co

#ppendix – #d/anced Tra


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CTI 5/er/ie


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#pplicationT#"I-T#"I7

UCC3 and CUC* integration

UCC3 integrates it! CUC* on to fronts8

AXL (Administrative XML)

CTI (Computer Telephony Integration)

Unified CCX Server Unified CM S

CCX AdminAXL We

Servi!e

AXL

"rovider

Call Control #roup

Telephony Triggers

Telephony "rovider

$mCm "rovider

%TA"I Us

$mCm U

CTI $oute "

CTI "or


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CTI stands for Computer Telephony Integration&

CTI enables us to le/erage coputer9processing functionsa:ing% recei/ing% and anaging telep!one calls.

CTI applications can also enable t!e agent to control !is-!using t!e "C.

#llos us to perfor certain tas:s Exaple8 ;oing a database transaction fro t!e script

t!at data to t!e agent display

What is CTI'


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As with any client connection protothere is a Server component and

Client side component.

CUC* UCC3

CTI*anager

T#"IClient


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# progra called CTI*anager on t!e CUC* includes t!

coponents t!at interface it! t!e applications. Installation of t!e CTI*anager ser/ice occurs on t!e CU

during t!e CUC* installation.

ou can !a/e one or ore CTI*anagers acti/e in a clus

only one CTI*anager can exist on an indi/idual ser/er. #n application suc! as UCC3 T#"I7 can !a/e siulta

connections to ultiple CTI*anagers% it! one acti/e coat a tie.

CTI*Manager


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Logi!al Se+uen!e of message flo, (CTI -

CUC* UCC3

Call *anager )er/ice

CTI *anager )er/ice

UCC3 Engine

UCC3 T#"I Cl

In!oming Conta!t -utgoing Conta!t


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C* )er/er

CC*

CTI

*anager

C* Cluster

T#"I )er/er7

UCC3 #pplication

T#"I client7

C* )er/er

CC*

CTI

*anager

C* )er/er

CC*

CTI

*anager

CTI *anager in a cluster


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•

irtual ;e/ices% as CTI Route points on t!e CU• T!ey are configured as Triggers on UCC3• ;oes not terinate edia but is used as t!e fir

routing on t!e UCC3.• Calls directed on t!e CTI route point on UCC3

CTI ports for edia !andling.

CTI Route"oints

• irtual "!ones on t!e CUC*.• *ebers of a Call Control #roup on UC• Terinates edia at UCC3 )er/er • Used to play propts to t!e custoer an

CTI "orts

UCC3 C* Telep!ony entities


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Understanding Cisco T#"


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Cisco T#"I is used in UCC3 to monitor device status a

routing instructions.

It supports actions 8 conference% transfer% connect% ansredirect .

To send calls to the right place at the right time

To start and stop recording instructions while retrieving call statistics for a For screen-pop calls into desktop applications, automated scripting, and

control.

%TA"I fun!tions


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Te!h nugget . ,hat is a %TA"I oser Uses 5bser/ers to learn about state c!anged on t!ese ob


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%TA"I o/e!ts

"r Te Ca #d


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CTI Manager redundan!y on UCCX T!e UCC3 T#

capable of pro/

redundancy it!CTI failures

Up9to to call

ser/ers can be

as CTI pro/ider In a G#o@#? e

eac! node can CTI "ro/iders.

0est pra!ti!e .

CTI manager nod

lo!a


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CTI Manager Configuration


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T#"I application is any application t!at is running t!e Cis

client.

T!e T#"I application In our case% UCC37 runs a T#"I "needs to be t!e sae as t!e /ersion on t!e CUC*.

To resync!roniHe t!e T#"I /ersions beteen UCC3 and perfor a T#"I Re9)ync.

UCC! downloads the JTAPI plugin from the CUC# over 'TTP and installs it l

version consistenc"

%TA"I appli!ation


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T#"I Re9)ync


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T#"I ;ata Re9)ync


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#pplication users


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T!ere are to ain Application Users used for CTI interaction bet

and CUC*.

T!ese CTI application users are used to control t!e /arious copon

%TA"I user (%TA"I or CM Telephony user) .

Used to control CT ports and CT route points.

Used e!clusively for call control on UCC".

$MCM user (or $M%TA"I user)

Used to control the Agent#s e!tension $%&' configured on the Age

The )*C* Application user is used to check and control the statthe phone such as on hook, off hook.

Appli!ations users on CUCM for UCC


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-n CUCM2


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or the Unified CC! sstem to now that a call is coming in% it must have

line carring the call"

T!is is done t!roug! t!e Unified C* user T#"I user7.

T!e Unified C* user is associated it! t!e CTI Route "oint as a de/ice t!aC* user controls.

@!en a trigger is assigned to an application in t!e Unified CC3 syste% t!eTelep!ony subsyste :nos t!at it ust ta:e control of t!at line using t!e UTelep!ony client installed on t!e Unified CC3 syste.

5nce it !as control of t!e line% Unified C* Telep!ony onitors t!at line for eas perforing call9control operations on t!at line.

Use of the %TA"I Appli!ation User


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The $#C# Application user observes the line on the ag

It is used during t!e login to a CTI des:top application cop!one7.

It sends 5ffGoo: and 5nGoo: essages to t!e C* )er/e

It is used to send essages to perfor actions on t!e #geconference% transfer% connect% answer% and redirect .

Use of the $MCM Appli!ation user


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UCC3 Call flo


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T!ere are to ain types of call transfers in routing calls to t!e agent p!ones.

Call $edire!t . T!is is done during t!e redirect of t!e call fro t!e CTI ro

t!e CTI port. Call Consult Transfer . T!is is done during t!e transfer of t!e call fro t

t!e #gent "!one.

3o, are $edire!ts done'

Redirects can be done in se/eral ays8 @!en Unified CC3 reKuests t!at a caller be rerouted fro a CTI Route "o

"ort.

@!en a Unified CC3 script executes a Call Redirect step. 5nce t!e Unified

reKuests a Redirect and t!e Unified C* accepts it% t!e redirecting CTI "ort

and returned to t!e idle port list.

Types of call routing

CC C 17


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UCC3 Call Flo 17

Call*anager

Cluster Supervisor

Stations

Agent

Stations

")T

4& Inound "ST Call to 5oi!e #a

6& 5oI" leg to CUCM

7& CUCM routes !all to UCCX8& UCCX trigger $edire!ts !all to

9& UCCX CTI port ans,ers !all: in

asso!iated ,ith the appli!ation


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UCC3 Call Flo 27

CTI $oute

"oint

Call Control

#roup

Telephony

Trigger CTI "orts

S>ills

$esour!e

#roups

$esour!esAgent

User

Agent

?evi!e

Telephony

"rovider

$mCm

"rovider


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hat CT is and how it is used in the conte!t of UCC".

hat is TA( and the role of TA( as an o/server.

The use of the TA( client and the application users on CUCC" $TA(, )*TA('.

The CT components on the UCC" $CT ports and CT rou

The UCC" Call Flow in detail.

@e discussed CTI


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>uestions


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#ppendix 17 – CTI diagra

control exaple7


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InitialiHationApplication CM2CM1CTIManager

JTAPI/TAPI

ProcesCti-Manager

ProcessCti-Handler

CTI-Database

EnvProcessDirectory

StationInit

ProviderOpen

LoginCheckReq

LoginCheckRspns ProvidOpenRsp

DeviceFetchReq

DeviceFetchResponse

QueryCMs

QueryCMRspns

StationInit

RegisterForDeviceNotification

RegisterForDeviceNotificationResponse

RegisterForDeviceNotification

ProviderOpen

RegisterForDeviceNotificationResponse

DeviceRegistered (sent if device aready registered!

DeviceRegistered (sent if device aready registered!

DeviceRegistered

DeviceRegistered

The following message flow is repeated for each device in user’s control

list


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RedirectApplication CMCTIManager

JTAPI/TAPI

ProcesCti-Mana

ger

ProcessCti-Handl

er

CTI-Database

EnvProcessDirect

ory

CC(SSAPI)

Ne" Ca

#ccept Ca

#ccept Ca

#ccept Ca Response

Redirect Ca

StationD

Ne" Ca

#ccept Ca

#ccept Ca Response

Redirect Ca

$et CC %nfo

$et Ca %nfo

Redirect Ca

$et CC %nfo Response

$et Ca %nfo Response

Redirect Ca Response Redirect Ca Response


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Fail95/er-+ac:Application CM2CM1CTIManager

CM& OutOf'erviceCa on Line # cosed (if any!

Open Device # Response

OpenDevice #

OpenLineResponse Line # %n'ervice

LineDevice # OutOf'ervice

Open Line #

Device # %n'ervice

DeviceRegistered (#! DeviceRegistered

CM& %n'ervice

Open Device # Response

OpenDevice # (triggered fro) cose device response!

Line # OutOf'ervice

Device # OutOf'ervice

Open Line #

Device # %n'ervice

DeviceRegistered (#! DeviceRegistered

OpenLineResponse Line # %n'ervice

CoseLine # (#fter a cas on ine are cosed!

Cose Device #

CallManager 1 comes back up while line A is active on a call

CallManager 1 goes down

JTAPI/TAPI

ProcesCti-Manager

ProcessCti-Handler

EnvProcessDirectory

StationInit/StationD

StationInit/StationD


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UCC3 d CUC* 5 i


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UCC3 and CUC* 5/er/ie

+asic Inbound ")T? Call Flo

Call*anager

Cluster )uper/isor

)tations

#gent

)tations

")

4& Inound "ST Call to 5#W

6& 5oI" leg to CUCM

7& CUCM routes !all to UCCX

8& UCCX redire!ts !all to CTI

9& UCCX ans,ers !all: instant

asso!iated ,ith the appli!a

e;e!utes


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Inbound Call to oice Jate

!"# Dec $" $#""#"$%$&# ISD' Se/$/#$! "$# *+ ,- SETP .d 0 callre1 20

3earer Ca.ability i 2A"Standard CCITT

Trans1er Ca.ability "%$4H5 A6dio

Trans1er Mode Circ6it

Trans1er *ate 78 4bit/s

C9annel ID i 2A0":

E2cl6sive; C9annel "$

Dis.lay i


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!7# Dec $" $#""#"$%$&0# //8>/AA"">!&E03/SIP/Msg/ccsi.Dis.layMsg#

Sent#

I'@ITE si.#$$8%$>0%7%>80#!7 SIP/>%

@ia# SIP/>%/DP $8%$>0%$$8%"#!7Bbranc9598b"!D$

*e=ote-Party-ID# PST' Caller ,si.#>$8!!!$$8%$>0%$$8%"FB.artycallingBscreenyesB.rivacyoG

:ro=# PST' Caller ,si.#>$8!!!$$8%$>0%$$8%"FBtag7>A708-$D$8 To# ,si.#$$8%$>0%7%>80F

Date# T96; $" Dec >$> $7#""#"$ MT

Call-ID# AA""C$A7-88&$$E>-0"D"-C3&380$8%$>0%$$8%"

Cisco-6id# >0!!8&07!8-$$80&0!$>>->$80>78$$-$>>>$&70

CSe# $$ I'@ITE

Contact# ,si.#>$8!!!$$8%$>0%$$8%"#!7F

Allo?-Events# 4.=l; tele.9one-event

Content-Ty.e# a..lication/sd.

Content-Dis.osition# sessionB9andlingre6ired

Content-engt9# $8

v

oCiscoSyste=sSIP--serAgent 08>> 77!$ I' IP8 $8%$>0%$$8%"

sSIP Call

cI' IP8 $8%$>0%$$8%"

t

=a6dio $7"0 *TP/A@P

cI' IP8 $8%$>0%$$8%"

art.=a.# PCM/0

a.ti=e#>

$ey Ta:eaays

;T*F Cap :pl

)I" Call9I; AA""C$A7-88&C3&380$8%

Jateay Routes oI"


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"!!>8%" K$#""#"$%$&0 KA..In1o K//SIP/SIPd./?aitLd.DataInd# Inco=ing SIP DP =essage si5e $$>0 1ro= $8%$>0%$$8%"#!>08

!!&;'ETN

I'@ITE si.#$$8%$>0%7%>80#!7 SIP/>%

@ia# SIP/>%/DP $8%$>0%$$8%"#!7Bbranc9598b"!D$

*e=ote-Party-ID# PST' Caller ,si.#>$8!!!$$8%$>0%$$8%"FB.artycallingBscreenyesB.rivacyoG

:ro=# PST' Caller ,si.#>$8!!!$$8%$>0%$$8%"FBtag7>A708-$D$8

To# ,si.#$$8%$>0%7%>80F

Date# T96; $" Dec >$> $7#""#"$ MT

Call-ID# AA""C$A7-88&$$E>-0"D"-C3&380$8%$>0%$$8%"

Cisco-6id# >0!!8&07!8-$$80&0!$>>->$80>78$$-$>>>$&70

CSe# $$ I'@ITE

Contact# ,si.#>$8!!!$$8%$>0%$$8%"#!7F

Allo?-Events# 4.=l; tele.9one-event

Content-Ty.e# a..lication/sd.

Content-Dis.osition# sessionB9andlingre6ired

Content-engt9# $8

v

oCiscoSyste=sSIP--serAgent 08>> 77!$ I' IP8 $8%$>0%$$8%"

sSIP Call

cI' IP8 $8%$>0%$$8%"

t

=a6dio $7"0 *TP/A@P

cI' IP8 $8%$>0%$$8%"

art.=a.# PCM/0

a.ti=e#>

$ey Ta:eaays;T*F Cap :pl

)I" Call9I; AA""C$A7-88&C3&380$8%$

)tep 1 – Inbound oI" Call to CUC*

CUC* Routes Call to UCC3


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"!!8&%$ K$#""#"$%$0$ KA..In1o KDigit Analysis# starLDa*e# da*e%.artitionSearc9S.ace(); OlteredPartitionSearc9S.aceString(); .

"!!8&%> K$#""#"$%$0$ KA..In1o KDigit Analysis# Host Address$8%$>0%7%>80 MATCHES t9is node KA..In1o KineControl(&) - et call instance$ 1or CI"!!70">

"!!!0%8 K$#""#"$%$0> KA..In1o KineControl(&)# restartLCcSet6.*e 6.date State o1 cd.c ("$) to receive&

)tep 2 – CUC* "erfors ;igit #nalysis ;#7

$ey Ta:eaays

pss UCC3Trig

dd dialed digits7 10000

"I;


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)tep 4 – CUC* Infors UCC3 of ?e Call"!!7%> K$#""#"$%$0> KA..In1o KStationD# (&) DE3 ?9atToDo# line$ calls li=it$; b6sy$% CI(>; >>"); c=LP(!; )%

"!!7%7 K$#""#"$%$0> KA..In1o KStationD# (&) DE3- save*inger 1or# ci"!!70">; line$; =ode"; c=L.recedence!; callP9ase!%

"!!&8% K$#""#"$%$0" KSdlSig-Q KCti'e?Call'oti1y K'A *e=oteSignal Kn4no?nProcess'a=e($;>;>!;$) KStationCd.c(>;$;!>;$;>"0;$%$7!R$8%$>0%$$8%"R K H$K& CH>K>>" CH>K"!!70"> Held CHK State>(CtiQGeringState) *eason$ Qrigin" Device'a=e6D'>$8!!!$ '6=PIT Part @=3o2 '6=Ty.e 'a=ePST' Caller ni'a=e 'a=ePIT ocale$ P> Devicest%t->!$ lblCg.n>$8!!!6D'$ '6=PIT Part @=3o2 '6=Ty.e 'a=e$ ni'a=e 'a=ePIT ocale$ P> DeviceN *P D' 6D' '6=PIT Part @=3o

'a=ePIT ocale$N QCDP' D'$ 6D'$ '6=PIT Part @=3o2 '6=Ty.e 'a=e$ ni'a=e 'a=ePIT ocale$N A62DataT *I: Privacy: CallPresentT :eatPriority$ :eat6re$"& AttrTy.e ineId D' PartN IPAddrMode IsConsCallD6eTo*ollover: niCall*e1Cg.nIPv8Addr!d&>0e Cg.nIPv7Addr

C C M

C T I

$70>$% K$#""#"$%$08 KSdlSig-I KCti'e?Call'oti1y Kready KCTIDeviceineMgr($;>;>!;$) KStationCd.c(>;$;!;"$) K*#'-H#;'#$;#;@#;U#;D#N H$K& CH>K>>" CH>K"!!70"> Held CHK State>(CtiQGeringState) *eason$ Qrigin" Device'a=er.IC

6D'>$8!!!$ '6=PIT Part @=3o2 '6=Ty.e 'a=ePST' Caller ni'a=e 'a=ePIT ocale$ P> Devicest%t->!$ lblCg.n>$8!!!6D'$ '6=PIT Part @=3o2 '6=Ty.e 'a=e$ ni'a=e 'a=ePIT ocale$ P> DeviceN *P D' 6D' '6=PIT Part @=3o'a=ePIT ocale$N QCDP' D'$ 6D'$ '6=PIT Part @=3o2 '6=Ty.e 'a=e$ ni'a=e 'a=ePIT ocale$N A62DataT *I: Privacy: CallPresentT :eatPriority$ :eat6re$"& AttrTy.e ineId D' PartN IPAddrMode IsConsCallD6eTo*ollover: niCall*e1Cg.nIPv8Addr!d&>0e Cg.nIPv7Addr

$70>"%$ K$#""#"$%$08 KA..In1o KCTI-APPN CTIHandler##Q6t.6tCtiMessage N CTI 'e?CallEvent ( H$K7 CH>K"!!70"> CHK CH>K>>origin" 1arEnd.ointS.eciOed$ 1arEnd.ointCMID> end.ointTy.e> reason$ re=ote in 6se .rivacy =edia*eso6rceID reso6rce ID device'a=Presentation$ cg.n 'a=eIn1olocale# $ .i# $ 'a=e# PST' Caller nicode'a=e# cd.n$ Presentation$ cd.n 'a=eIn1olocale# $ .i# $ 'a=e# $cd.n$ Presentation$ original cd.n 'a=eIn1olocale# $ .i# $ 'a=e# $ nicode'a=e# *P Presentation$ *P 'a=eIn1olocale# $ .i# $ 'a=

callingPartyDevice'a=est%t->!$ =ediaDevice'a=e 6cg.n>$8!!!$ 6cd.n$ 6n=odiOedQriginal cd.n$ 6*P cgPnPartition cdPnPlr.Partition Cg.nIP2!d&>0e IsCons6ltCallD6eTo*ollover a.iCall*e1erence&E&>$E3AC lineId%D' l ineId%.art CallPrglobali5edCgPn>$8!!!$ i.AddrMode cg.nP> cd.nP>

M I 5 $

>"078# Dec $" $#""#"$%$0! CST VMI@*-SSLTE-&-'#*o6te Connection$##$/(P$-ta.iL$) CID(>;>>")-FACTI@EN-FQ::E*ED; reason$; Event Caca6se$; =etacode$>; isMastertr6e

>"070# Dec $" $#""#"$%$07 CST VMI@*-SSLTE-&-'#Call%received() JTAPICallContactid>;i=.lId>>"/>;stateSTATEL*ECEI@EDLID+;inbo6ndtr6e;A..na=ea..ICD;tas4n6ll;sessionn6ll;se n6=-$;cn$;dn$;cgn>$8!!!$;anin6ll;dnisn6ll;clidn6ll;aty.eDI*ECT;lrdn6ll;ocn$;ro6te*Pn6=$N;QrigProtocolCall*e1;DestProtocolCall*e1n6ll;TPn6ll

UCC3 Redirects Call to CTI "ort)tep 1 – Redirect to CTI "ort +egins

$ey Ta:eaaysT" dn 10002

pss UCC3Triggers


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)tep 1 Redirect to CTI "ort +egins>"07>!# Dec $" $#""#"$%> CST VMI@*-SSLTE-&-'# ot ConnInProgressEv $>##$; CallCtlConnQGeredEv $>##$; events on t9e

>"07>7# Dec $" $#""#"$%> CST VMI@*-SSLTE-&-'#Call%associated() JTAPICallContactid>;i=.lId>>"/>;stateSTATEL*ECEI@EDna=ea..ICD;tas4n6ll;session>>$;sen6=;cn$;dn$;cgn>$8!!!$;anin6ll;dnisn6ll;clidn6ll;aty.eDI*ECT;lrdn6ll;ocn$;ro6te*Pn6=$&E&>$E3AC$;DestProtocolCall*e1n6ll; TP$>N

>"070# Dec $" $#""#"$%$07 CST VMI@*-SSLTE-&-'#Call%received() JTAPICallContactid>;i=.lId>>"/>;stateSTATEL*ECEI@EDLIna=ea..ICD;tas4n6ll;sessionn6ll;se n6=-

$;cn$;dn$;cgn>$8!!!$;anin6ll;dnisn6ll;clidn6ll;aty.eDI*ECT;lrdn6ll;ocn$;ro6te*Pn6=$N;Qri&E&>$E3AC;DestProtocolCall*e1n6ll;TPn6ll

M I 5 $

C T I

$70>!%$ K$#""#"$%$0 KA..In1o KCTI-APPN CTIHandler##.rocessInco=ingMessageN CTI ineCall*edirect*e6est ( seW$!0 destination$> calling searc9 s.ace> original called redirect reason 6nconditional redirect$ =odiOedCalling'6=ber =o:eat6rePriority$ A..lication +M Data)

$70">% K$#""#"$%$$ KSdlSig-Q KSs*edirectCall*e K'A *e=oteSignal KCc(>;$;;) KCTIDevice$;>;$";"%!!8>R$8%$>0%7%>88Rr.ICD KSsTy.e$7&&&>!8 Ssey$0 Ss'ode SsParty"!!70"$ .riCSS#e&a&!$d-dd8e->c.riDn#ti$nd$>.isi$ secCSS #e&a&!$d-dd8e->cac-$ec-07!>!$&>$d secDn .isi$ =as4ed'a=elocale# $ 'a=e# nSsQriginal*:*$0 Ssast*:*$0 I1S6ccess: resetHistory .riCSSDis. secCSSDis. =odiOedCg.n.isi$ SsQ*:*$0 Ss*:.CSSD sCSSD =Cg'6= =:Cg'6= =odiOedCg'a=elocale# $ 'a=e# nicode'a=e# .i# =odiOedCg'6=And'a=e :DSseyinvo4eIdres6ltE2.:b.da: ignoreInterce.t a6t9Code clientMatterCode collectCodeI1'eeded 1eat6rePriority $1eatCallTy.e .recvl%.recedencev ! .recvl%.recedenceD= net?or4Do=ain .recvl.date:ield:lag$ bit=as4 ECC**ccContactHeaderIn1o< 6riti$serHostPortPassordMadderTrans.ort8=Dis.lay'a=e*a?rl,si.#>$8!!!$$8%$

pss UCC3Triggers

C C M

"!!% K$#""#"$%$> KSdlSig-I KSs*edirectCall*e K?ait KCc(>;$;>$";$) KCTIDeviceineM$;>;$";"%!!8>R$8%$>0%7%>88Rr.ICD K*#'-H#;'#;#;@#;U#;D#N SsTy.e$7&&&>!8 Ssey$0 Ss'ode SsParty"!!70"$>cac-$ec-07!>!$&>$d .riDn#ti$nd$>.isi$ secCSS #e&a&!$d-dd8e->cac-$ec-07!>!$&>$d secDn .isi$ =as4ednicode'a=e# SsQriginal*:*$0 Ssast*:*$0 I1S6ccess: resetHistory .riCSSDis. secCSSDis. =odiOedCg.n.isi$ SsresetCHS .CSSD sCSSD =Cg'6= =:Cg'6= =odiOedCg'a=elocale# $ 'a=e# nicode'a=e# .i# =odiOedCg'6=An:DataTy.eo.IdssTy.e Sseyinvo4eIdres6ltE2.:b.da: ignoreInterce.t a6t9Code clientMatterCode collectCode$ nonTargetPolicy 1eatCallTy.e .recvl%.recedencev ! .recvl%.recedenceD= net?or4Do=ain .recvl.date:ield:lag.IMS: ccContactHeaderIn1o<6riti$serHostPortPassordMadderTrans.ort8=Dis.lay'a=e*a?rl,si.#>$8!!!$$8%$>0%$$8%"#!7F.is

"!!%8 K$#""#"$%$" KA..In1o KDigit analysis# =atc9(.i$; 1cn; cn>$8!!!$;.lv!; .ssCC+Triggers#CC+Ports

Tod:ilteredPssCC+Triggers#CC+Ports#CC+Agents; dd$>;dac)


49/60

UCC3 Redirects Call to CTI "ort


50/60


)tep 4 – UCC3 #ccepts t!e Call>"07>7# Dec $" $#""#"$%> CST VMI@*-SSLTE-&-'#Call%associated() JTAPICallContactid>;i=.lId>>"/>;stateSTATEL*ECEI@ED

na=ea..ICD;tas4n6ll;session>>$;sen6=;cn$;dn$;cgn>$8!!!$;anin6ll;dnisn6ll;clidn6ll;aty.eDI*ECT;lrdn6ll;ocn$;ro6te*Pn6=$&E&>$E3AC$;DestProtocolCall*e1n6ll; TP$>N

M I 5 $

C T I

$7087%$ K$#""#"$%>8 KA..In1o KCTI-APPN CTIHandler##.rocessInco=ingMessageN CTI ineCallAcce.t*e6est ( seW$!

=edia reso6rce ID reso6rce ID =edia device na=e)

$708% K$#""#"$%>! KSdlSig-Q KCtiineCallAcce.t*e K'A *e=oteSignal Kn4no?nProcess'a=e(>;$;!0;8) CTIDeviceineMgr($;>;>!;$) K$;>;$";"%!!8"R$8%$>0%7%>88Rcti.tL$> KAsync*es.onse$0" CH>K"!!70">$ H$K$ MedMediaDevicePid (;;;) reso6rce ID

C C M

"!70% K$#""#"$%>! KSdlSig-I KCtiineCallAcce.t*e Krestart KStationD(>;$;!0;8) KCTIDevicei$;>;$";"%!!8"R$8%$>0%7%>88Rcti.tL$> K*#'-H#;'#;#;@#;U#;D#N Async*es.onse$0" CH>K"!!70">$ H$K$ MediaDe (;;;) reso6rce ID

"!70%$ K$#""#"$%>! KA..In1o KStationD(8)# StationCtiD-CtiineCallAcce.t*e H$K$

"!7%$ K$#""#"$%>! KA..In1o KStationD# (8) I':Q sendCallAcce.t*e# Try to send StationineCallAcce.t to cd.c"> %

"!7$% K$#""#"$%>! KSdlSig-Q KCtiineCallAcce.t*es K'A *e=oteSignal Kn4no?nProcess'a=e($;>;>!;$) K$;>;$";"%!!8"R$8%$>0%7%>88Rcti.tL$> KAsync*es.onse$0" =*es6lt2

C T I

$70!% K$#""#"$%>! KSdlSig-I KCtiineCallAcce.t*es Kready KCTIDeviceineMgr($;>;>!;$) KStationD$;>;$";"%!!8"R$8%$>0%7%>88Rcti.tL$> K*#'-H#;'#;#;@#;U#;D#N Async*es.onse$0" =*es6lt2

$70!$%$ K$#""#"$%>7 KA..In1o KCTI-APPN CTIHandler##Q6t.6tCtiMessage N CTI ineCallAcce.t*es.onse ( seW$! res6

>"07"$# Dec $" $#""#"$%>& CST VMI@*-SSLTE-&-'#CallID# >; MediaID# >>"/> Acce.ting call 1or CTI *o6te Point# $ on CTI Port

>"07"># Dec $" $#""#"$%>& CST VMI@*-SSLTE-&-'#Call%acce.ted() JTAPICallContactid>;i=.lId>>"/>;stateSTATELACCEPTEDLna=ea..ICD;tas4n6ll;session>>$;sen6=;cn$;dn$;cgn>$8!!!$;anin6ll;dnisn6ll;clidn6ll;aty.eDI*ECT;lrdn6ll;ocn$;ro6te*Pn6=$&E&>$E3AC$;DestProtocolCall*e1n6ll;TP$>N

DI*ECT;lrdn6ll;ocn$;ro6te*Pn6=$N;QrigProtocolCall*e1&E&>$E3AC$;DestProtocolCall*e1

M I 5 $

UCC3 #ssociates )cript% #nsers and >ueues Call>"07"!# Dec $" $#""#"$ >$ CST VMI@*-SS TE-&-'#Call attrib6ted() JTAPICallContactid> i=.lId>>"/> stateSTATE ATT*I3TE

$ey Ta:eaTas:


51/60


>"07"!# Dec $" $#""#"$%>$ CST VMI@*-SSLTE-&-'#Call%attrib6ted() JTAPICallContactid>;i=.lId>>"/>;stateSTATELATT*I3TEna=ea..ICD;tas4n6ll;session>>$;sen6=;cn$;dn$;cgn>$8!!!$;anin6ll;dnisn6ll;clidn6ll;aty.eDI*ECT;lrdn6ll;ocn$;ro6te*Pn6=$&E&>$E3AC$;DestProtocolCall*e1n6ll;TP$>N

>"07"0# Dec $" $#""#"$%>$ CST VMI@*-SSLTE-&-'#CallID#> MediaId#>>"/> Tas4#>7"> associated ?it9 Tas4 ID# >7

>"0787# Dec $" $#""#"$%>$> CST VMI@*-E'-&-'#E2ec6te Tas4 >7">

>"07!7# Dec $" $#""#"$%>$8 CST VMI@*-E'-&-'#E2ec6te ste. o1 Tas4 >7"> # Acce.t (--Triggering Contact--)

M I 5 $

C T I

$70!!%$ K$#""#"$%>$! KA..In1o KCTI-APPN CTIHandler##.rocessInco=ingMessageN CTI ineCallAns?er*e6est ( seW$7

=ediaDev'a=e =edia*esId reso6rce ID)$70!0% K$#""#"$%>$! KSdlSig-Q KCtiineCallAns?er*e K'A *e=oteSignal Kn4no?nProcess'a=e(>;$;!0;8)

CTIDeviceineMgr($;>;>!;$) K$;>;$";"%!!88R$8%$>0%7%>88Rcti.tL$> K =Async*es.onse$08 CH>K"!!70">$ H$K$ MMediaDevicePid (;;;) reso6rce ID

C C M

"!&$% K$#""#"$%>$7 KSdlSig-I KCtiineCallAns?er*e Krestart KStationD(>;$;!0;8) KCTIDevice$;>;$";"%!!88R$8%$>0%7%>88Rcti.tL$> K*#'-H#;'#;#;@#;U#;D#N =Async*es.onse$08 CH>K"!!70">$ H$K$ MediaMediaDevicePid (;;;) reso6rce ID

"!&>%> K$#""#"$%>$7 KA..In1o KStationD# (8) restartLStationQGHoo4 - I':Q# CI"!!70">$ on line$; SPMode% Ans

"!&>$% K$#""#"$%>$7 KSdlSig-Q KCtiineCallAns?er*es K'A *e=oteSignal Kn4no?nProcess'a=e($;>;>!;$)K$;>;$";"%!!88R$8%$>0%7%>88Rcti.tL$> KAsync*es.onse$08 =*es6lt2

C T I $70!% K$#""#"$%>$7 KSdlSig-I KCtiineCallAns?er*es Kready KCTIDeviceineMgr($;>;>!;$) KStation

$;>;$";"%!!88R$8%$>0%7%>88Rcti.tL$> K*#'-H#;'#;#;@#;U#;D#N Async*es.onse$08 =*es6lt2$707%$ K$#""#"$%>$7 KA..In1o KCTI-APPN CTIHandler##Q6t.6tCtiMessage N CTI ineCallAns?er*es.onse ( seW$7 res

>"07&"# Dec $" $#""#"$%>!" CST VMI@*-SSLTE-&-'#Call%ans?ered() JTAPICallContactid>;i=.lId>>"/>;stateSTATELA'SE*EDna=ea..ICD;tas4>7">;session>>$;sen6=;cn$;dn$;cgn>$8!!!$;anin6ll;dnisn6ll;clidn6ll;aty.eDI*ECT;lrdn6ll;ocn$;ro6te*Pn6=$&E&>$E3AC$;DestProtocolCall*e1n6ll;TP$>N

>"07# Dec $" $#""#">%!> CST VMI@*-E'-&-'#E2ec6te ste. o1 Tas4 >7"> # Select *eso6rce (--Triggering Contact-- 1ro= CS

M I 5 $

-T1@ e;t: CUCM negotiates the media et,een the ingress gate,ay and the UCCX port& The mvery !omple; and outside the s!ope of this presentation& That said: media is a !ommon prole

deployments& We ,ill dis!uss further in the !ommon prolem se!tion&

UCC3 Identifies #gent% Transfers t!e Call)tep 1 Resource Found Transfer )tarts


52/60


)tep 1 – Resource Found% Transfer )tarts>"0&""# Dec $" $#""#8&%&8 CST VMI@*-SSL*M-&-'#*src# tesar 'e? State#A@AIA3E Qld State#'A@AIA3E *eason code#

>"0&88# Dec $" $#""#8&%&! CST VMI@*-SSL*M-&-'#*src# tesar 'e? State#*ESE*@ED Qld State#A@AIA3E *eason code#

>"0&8 Dec $" $#""#8&%&!$ CST VMI@*-SSL*M-&-'#Tas4# >7"> Start interr6.ting t9e tas4%

>"0&&># Dec $" $#""#8&%&! CST VMI@*-SSLTE-&-'#CallID#> MediaId#>>"/> Tas4#>7">; trans1er($$; $>; AC'Q M I 5 $

C T I

$70&%$ K$#""#8&%&7> KA..In1o KCTI-APPN CTIHandler##.rocessInco=ingMessageN CTI ineCallSet6.Trans1er*e6est ( seW

"!!70">$global call CH$K8 Cons6ltit9o6tMedia $)$70$% K$#""#8&%&7> KSdlSig-Q KCtiineCallTrans1erSet6.*e K'A *e=oteSignal Kn4no?nProcess'a=e(>;$;!0

CTIDeviceineMgr($;>;>!;$) K$;>;$";"%!!8&R$8%$>0%7%>88Rcti.tL$> KAsync*es.onse$07 H$K$ CH>K"!!70">$ D'Cons6ltit9o6tMediaT

C C M

"!8$% K$#""#8&%&7" KSdlSig-I KCtiineCallTrans1erSet6.*e Krestart KStationD(>;$;!0;8) KCTIDevic$;>;$";"%!!8&R$8%$>0%7%>88Rcti.tL$> K*#'-H#;'#;#;@#;U#;D#N Async*es.onse$07 H$K$ CH>K"!!70">$ D'$

"!8>%> K$#""#8&%&7" KA..In1o KStationD# (8) .rocessT?oHit:eat6re - I':Q# call"!!70">$ on line$ Od8%

"!88%! K$#""#8&%&7" KA..In1o KStationD# (8) restartLStationQGHoo4 - I':Q# CI on line$; SPMode$% 'e? call%

"7"0%$ K$#""#8&%&&$ KA..In1o KStationCd.c(">)# StationCtiCd.c-CcHoldAc4*e CH>K"!!70">$ C=Ss:eat> *:* Qn3e9al1

"7!7%> K$#""#8&%&&> KA..In1o KineControl(8) - et call instance> 1or CI"!!70">>

"7!0%> K$#""#8&%&&> KA..In1o KStationD(8)# StationCtiD-CcCi*es CI"!!70">> varCcCi*esMsg%ci "!!70">> ine'6=$ c6rren$$ call*eData%cd.cPId (>;$;!;">) cd.cPId (>;$;!;"")

"77$% K$#""#8&%&&> KSdlSig-Q KCtiineCallTrans1erSet6.*es K'A *e=oteSignal Kn4no?nProcess'a=e($;>;>!;K>;$;>"0;$%$&"R$8%$>0%$$8%"R KAsync*es.onse$07 CH>K"!!70">$ Cons6lt CH>K"!!70">> Cons6lt ineD'$> C

"7$%8 K$#""#8&%&&8 KA..In1o KDigit analysis# =atc9(.i>; 1cn$>; cn$>;.lv!; .ssCC+Agents; Tod:ilteredd$$;dac)

"7$%$ K$#""#8&%&&8 KA..In1o KDigit analysis# ?aitLD=Pid*es- PartitionN Pattern$$N 9ereN;c=DeviceTy.eserDeviDeviceQverrideN; PIDineControl(>;$;$7&;$");CI"!!70">>N;SenderCdcc(>;$;>$>;70)

"7$>%" K$#""#8&%&&! KA..In1o KineControl($") - et call instance$ 1or CI"!!70">"

"7$>%> K$#""#8&%&&! KA..In1o KStationD# ($") DE3 ?9atToDo# line$ calls li=it8; b6sy>% CI($; 8); c=LP

UCC3 Identifies #gent% Transfers t!e Call)tep 1 – Resource Found% Transfer )tarts ContLd


53/60


$70$$$% K$#""#8&%&&" KSdlSig-I KCtiineCallTrans1erSet6.*es Kready KCTIDeviceineMgr($;>;>!;$) KStationD(>;$;!0;8) >;$;>"0;$%$&"R$8%$>0%$$8%"R K*#'-H#;'#;#;@#;U#;D#N Async*es.onse$07 CH>K"!!70">$ Cons6lt CH>K"!!70">> Cons6lt ineD'$

$70$$>% K$#""#8&%&&" KSdlSig-I KCti'e?Call'oti1y Kready KCTIDeviceineMgr($;>;>!;$) KStationCd.c(>;$;!;"") K*#'-H#;'#$;#;@#;U#;D#N H$K$ CH$K8 CH>K"!!70">> Held CH>K"!!70">$ State8(CtiDialtoneState) *eason$ Qrigin& Device'

CP' D'$> 6D'$> '6=PIT Part @=3o2 '6=Ty.e 'a=e ni'a=e 'a=ePIT ocale$ P> Devicecti.tL$> lblCg.nN CD@=3o2 '6=Ty.e 'a=e ni'a=e 'a=ePIT ocale$ P DeviceN *P D' 6D' '6=PIT Part @=3o2 '6=Ty.e 'a=e ni'a=eQCDP' D' 6D' '6=PIT Part @=3o2 '6=Ty.e 'a=e ni'a=e 'a=ePIT ocale$N A62Data: :arEndCMId End.ointTy.e *I: Pr:eatPriority$ :eat6re8 AttrTy.e ineId D' PartN IPAddrMode" IsConsCallD6eTo*ollover: niCall*e1:A>$E3AC>

$70$$"%$ K$#""#8&%&&" KA..In1o KCTI-APPN CTIHandler##Q6t.6tCtiMessage N CTI ineCallSet6.Trans1er*es.onse ( seW$7" HK CHK> D'$> con .art)

0$$8%$ K$#""#8&%&&" KA..In1o KCTI-APPN CTIHandler##Q6t.6tCtiMessage N CTI 'e?CallEvent ( H$K$0 CH>K"!!70">> CH>K"!!70">$ CHstate8 origin& 1arEnd.ointS.eciOed 1arEnd.ointCMID end.ointTy.e reason$ re=ote in 6se .rivacy =edia*eso6rceID reso6rce ID decg.n$> Presentation$ cg.n 'a=eIn1olocale# $ .i# $ 'a=e# nicode'a=e# cd.n Presentation$ cd.n 'a=eIn1olocale# $ .i# $ 'a=e# nicode'Presentation$ original cd.n 'a=eIn1olocale# $ .i# $ 'a=e# nicode'a=e# *P Presentation$ *P 'a=eIn1olocale# $ .i# $ 'a=e# nicode'a=e# callingPartyDevice'a=ecti.tL$> =ediaDevice'a=e 6cg.n$> 6cd.n 6n=odiOedQriginal cd.n 6*P cgPnPartition cdPnPartition oCdPnPIsCons6ltCallD6eTo*ollover a.iCall*e1erence:A>$E3AC> lineId%D' lineId%.art CallPresentable$ :eat6rePriority $ glocg.nP> cd.nP

C T I

M I 5 $

>"0&&7# Dec $" $#""#8&%&&! CST VMI@*-SSLTE-&-'#QrigCallCallID#> MediaId#>>"/> Tas4#>7">; Cons6ltEvent Cons6ltCallActive

>"0&& Dec $" $#""#8&%&&! CST VMI@*-SSLTE-&-'#QrigCallCallID#> MediaId#>>"/> Tas4#>7">; Cons6ltEvent ConnCreatedEv $>##$

>"0&&0# Dec $" $#""#8&%&&! CST VMI@*-SSLTE-&-'#QrigCallCallID#> MediaId#>>"/> Tas4#>7">; Cons6ltEvent ConnConnectedEv $>##$

>"0&&# Dec $" $#""#8&%&&! CST VMI@*-SSLTE-&-'#QrigCallCallID#> MediaId#>>"/> Tas4#>7">; Cons6ltEvent CallCtlConnInitiatedEv $>#

>"0&0# Dec $" $#""#8&%&&! CST VMI@*-SSLTE-&-'#QrigCallCallID#> MediaId#>>"/> Tas4#>7">; Cons6ltEvent Ter=ConnCreatedEv cti.tL$

>"0&0$# Dec $" $#""#8&%&&! CST VMI@*-SSLTE-&-'#QrigCallCallID#> MediaId#>>"/> Tas4#>7">; Cons6ltEvent Ter=ConnActiveEv cti.tL$>

>"0&0># Dec $" $#""#8&%&&! CST VMI@*-SSLTE-&-'#QrigCallCallID#> MediaId#>>"/> Tas4#>7">; Cons6ltEvent CallCtlTer=ConnTal4ingEv cti.t

>"0&0"# Dec $" $#""#8&%&&! CST VMI@*-SSLTE-&-'#QrigCallCallID#> MediaId#>>"/> Tas4#>7">; Cons6ltEvent CallCtlConnDialingEv $>##$

>"00>7# Dec $" $#""#8&%&0& CST VMI@*-SSLTE-&-'#Call%trans1erStarted($$) JTAPICallContactid>;i=.lId>>"/>;stateSTATELA'SE*EDLID+;inbona=ea..ICD;tas4>7">;session>>$;sen6=;cn$;dn$;cgn>$8!!!$;anin6ll;dnisn6ll;clidn6ll;aty.eDI*ECT;lrdn6ll;ocn$;ro6te*Pn6=$N;QrigProtocolCall*;DestProtocolCall*e1n6ll;TP$>N

UCC3 Identifies #gent% Transfers t!e Call)tep 2 – #gent #nsers "!one


54/60


"7>&7%$ K$#""#!%87! KA..In1o KStationD($")# StationCtiD-CtiineCallAns?er*e H$K>&

"7>&&%> K$#""#!%87! KA..In1o KStationD# ($") restartLStationQGHoo4 - I':Q# CI"!!70">" on line$; SPMode% Ans?er%

"7">% K$#""#!%87& KSdlSig-Q KCtiCallState'oti1y K'A *e=oteSignal Kn4no?nProcess'a=e($;>;>!;$) KStationCd.c(>;$;!$;>;$";>%!80"R$8%$>0%7%>88RSEP$E:&C"87AC K H$K>& CH$K8 CH>K"!!70">" State0(CtiConnectedState) *eason$ Ca6se CP' DPart @=3o2 '6=Ty.e 'a=e ni'a=e 'a=ePIT ocale$ P> Devicecti.tL$> lblCg.n$>N CDP' D'$$ 6D'$$ '6=PI'a=e ni'a=e 'a=ePIT ocale$ P> DeviceSEP$E:&C"87ACN *P D' 6D' '6=PIT Part @=3o2 '6=Ty.e 'a=e ni'a=e 'aQCDP' D'$$ 6D'$$ '6=PIT Part @=3o2 '6=Ty.e 'a=e ni'a=e 'a=ePIT ocale$N A62DataT :arEndCMId> End.ointTy.eSecStat6s$ SelectStat6s :eat6re$"& H6ntCallClear IsConsCallD6eTo*ollover: IPAddrMode" Cg.nIPv8Addr Cg.nIPv7Addr

"7""$% K$#""#!%87& KSdlSig-Q KCtiCallState'oti1y K'A *e=oteSignal Kn4no?nProcess'a=e($;>;>!;$) KStationCd.c(>;$;!$;>;$";>%!80"R$8%$>0%7%>88RSEP$E:&C"87AC K H$K$ CH$K8 CH>K"!!70">> State0(CtiConnectedState) *eason$ Ca6se CP' DPart @=3o2 '6=Ty.e 'a=e ni'a=e 'a=ePIT ocale$ P> Devicecti.tL$> lblCg.nN CDP' D'$$ 6D'$$ '6=PIT Parni'a=e 'a=ePIT ocale$ P> DeviceSEP$E:&C"87ACN *P D' 6D' '6=PIT Part @=3o2 '6=Ty.e 'a=e ni'a=e 'a=ePIT6D'$$ '6=PIT Part @=3o2 '6=Ty.e 'a=e ni'a=e 'a=ePIT ocale$N A62DataT :arEndCMId> End.ointTy.e$ *I: Privacy: :SelectStat6s :eat6re$"& H6ntCallClear IsConsCallD6eTo*ollover: IPAddrMode" Cg.nIPv8Addr Cg.nIPv7Addr

C C M

C T I

$70$87% K$#""#!%870 KSdlSig-I KCtiCallState'oti1y Kready KCTIDeviceineMgr($;>;>!;$) KStationCd.c(>;$;!;"8) $;>;$";>%!80"R$8%$>0%7%>88RSEP$E:&C"87AC K*#'-H#;'#";#;@#;U#;D#N H$K>& CH$K8 CH>K"!!70">" State0(CtiConnectedState) *CP' D'$> 6D'$> '6=PIT Part @=3o2 '6=Ty.e 'a=e ni'a=e 'a=ePIT ocale$ P> Devicecti.tL$> lblCg.n$'6=PIT Part @=3o2 '6=Ty.e 'a=e ni'a=e 'a=ePIT ocale$ P> DeviceSEP$E:&C"87ACN *P D' 6D' '6=PIT Part @=3o'a=ePIT ocale$N QCDP' D'$$ 6D'$$ '6=PIT Part @=3o2 '6=Ty.e 'a=e ni'a=e 'a=ePIT ocale$N A62DataT :arEndPrivacy: :eat$ SecStat6s$ SelectStat6s :eat6re$"& H6ntCallClear IsConsCallD6eTo*ollover: IPAddrMode" Cg.nIPv8Addr Cg.nIPv7Addr

$70$80% K$#""#!%870 KSdlSig-I KCtiCallState'oti1y Kready KCTIDeviceineMgr($;>;>!;$) KStationCd.c(>;$;!;"") $;>;$";>%!80"R$8%$>0%7%>88RSEP$E:&C"87AC K*#'-H#;'#";#;@#;U#;D#N H$K$ CH$K8 CH>K"!!70">> State0(CtiConnectedState) *CP' D'$> 6D'$> '6=PIT Part @=3o2 '6=Ty.e 'a=e ni'a=e 'a=ePIT ocale$ P> Devicecti.tL$> lblCg.nN CD

'6=PIT Part @=3o2 '6=Ty.e 'a=e ni'a=e 'a=ePIT ocale$ P> DeviceSEP$E:&C"87ACN *P D' 6D' '6=PIT Part @=3o'a=ePIT ocale$N QCDP' D'$$ 6D'$$ '6=PIT Part @=3o2 '6=Ty.e 'a=e ni'a=e 'a=ePIT ocale$N A62DataT :arEndPrivacy: :eat$ SecStat6s$ SelectStat6s :eat6re$"& H6ntCallClear IsConsCallD6eTo*ollover: IPAddrMode" Cg.nIPv8Addr Cg.nIPv7Addr

$70$!%> K$#""#!%870 KA..In1o KCTI-APPN CTIHandler##Q6t.6tCtiMessage N CTI CallStateC9angedEventL@> ( H$K>7 CH>K"!!70">" StateCons6lt*oll HClear)

$70$!>%> K$#""#!%870 KA..In1o KCTI-APPN CTIHandler##Q6t.6tCtiMessage N CTI CallStateC9angedEventL@> ( H$K$0 CH>K"!!70">> StateCons6lt*oll HClear)

>"007# Dec $" $#""#!%8&" CST VMI@*-SSLTE-&-'#CallID#> MediaId#>>"/> Tas4#>7">; Cons6ltCallQbserver TAI' - CallCtlConnEstablis9ed;CID($;8)-FACTI@EN-FESTA3ISHED

>"007$# Dec $" $#""#!%8&" CST VMI@*-SSLTE-&-'#CallID#> MediaId#>>"/> Tas4#>7">; Cons6lt received Call TAI'; it"007"# Dec $" $#""#!%8&" CST VMI@*-SSLTE-&-'#CallID#> MediaId#>>"/> Tas4#>7">; trans1er($$; cons6ltCall) M I 5 $


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UCC3 Identifies #gent% Transfers t!e Call)t 4 T f C l t C tLd


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)tep 4 – Transfer Copletes ContLd$70$7$% K$#""#!%8& KSdlSig-I KCtiineCallDirectTrans1er*es Kready KCTIDeviceineMgr($;>;>!;$) KStatio

$;>;$";"%!!80R$8%$>0%7%>88Rcti.tL$> K*#'-H#;'#>;#;@#;U#;D#N Async*es.onse$00 CH>K"!!70">$ *es6lt2

$70$7>% K$#""#!%8& KSdlSig-I KCtiineCallTrans1erStarted'oti1y Kready KCTIDeviceineMgr($;>;>!;$) KStat$;>;$";"%!!80R$8%$>0%7%>88Rcti.tL$> K*#'-H#;'#>;#;@#;U#;D#N H$K$ TransId""!!88 .ri=aryCallTy.e seconda"!!70">$ secCH>K"!!70">>

$70$7"% K$#""#!%8& KSdlSig-I KCtiineCallTrans1erStarted'oti1y Kready KCTIDeviceineMgr($;>;>!;$) KStat$;>;$";"%!!80R$8%$>0%7%>88Rcti.tL$> K*#'-H#;'#>;#;@#;U#;D#N H$K>& TransId""!!88 .ri=aryCallTy.e seconda"!!70">$ secCH>K"!!70">>

$70$78%$ K$#""#!%8& KA..In1o KCTI-APPN CTIHandler##Q6t.6tCtiMessage N CTI ineCallDirectTrans1er*es.onse ( seW$

$70$7!% K$#""#!%8& KSdlSig KCtiineCallTrans1erStarted'oti1y Kready KCTIHandler($;>;>>;>) KCTIDevi$;>;$";"%!!80R$8%$>0%7%>88Rcti.tL$> K*#'-H#;'#$;#;@#;U#;D#N H$K$0 TransId""!!88 .ri=aryCallTy.e seconda"!!70">$ secCH>K"!!70">>

$70$7!%$ K$#""#!%8& KA..In1o KCTI-APPN CTIHandler##Q6t.6tCtiMessage N CTI CallTrans1erStartedEvent ( H$K$0 transctrl'a=elocale# $ .i# 'a=e# nicode'a=e# ctrl'6=$> ctrlDevice'a=ecti.tL$> re=oteInse .ri=ary CH>K>>" s.ri=aryCH CH>K"!!70">$ secondaryCH CH>K"!!70">> .ri=ary call ty.e secondary call ty.e ctrlPart)

$70$7% K$#""#!%80 KSdlSig-I KCtiineCallTrans1erEnded'oti1y Kready KCTIDeviceineMgr($;>;>!;$) KStat>;$;>"0;$%$&0R$8%$>0%$$8%"R K*#'-H#;'#;#;@#;U#;D#N H$K$ re=oteInse: ='6=berQ1IdleCallHandles> IdleC

"!!70">>$70$&%$ K$#""#!%80 KA..In1o KCTI-APPN CTIHandler##Q6t.6tCtiMessage N CTI CallTrans1erEndedEvent ( H$K$0 transa

s6ccess$ re=oteInse n6=berQ1IdleCallHandles> CH>K"!!70">$ CH>K"!!70">>)

$70$0"% K$#""#!%88 KSdlSig-I KCtiineCallTrans1erEnded'oti1y Kready KCTIDeviceineMgr($;>;>!;$) KStat>;$;>"0;$%$&0R$8%$>0%$$8%"R K*#'-H#;'#;#;@#;U#;D#N H$K>& re=oteInse: ='6=berQ1IdleCallHandles> IdleC"!!70">>

$70$08%$ K$#""#!%88 KA..In1o KCTI-APPN CTIHandler##Q6t.6tCtiMessage N CTI CallTrans1erEndedEvent ( H$K>7 transas6ccess$ re=oteInse n6=berQ1IdleCallHandles> CH>K"!!70">$ CH>K"!!70">>)

C T I


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Call ;isconnects)t 1 # t J 5 G :


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)tep 1 – #gent Joes 5n Goo:"&>!%$ K$#"8#"%8> KA..In1o KStationD($")# StationCtiD-CtiineCallDisconnect*e H$K>&

"&>!&% K$#"8#"%8>$ KSdlSig-Q KCtiCallState'oti1y K'A *e=oteSignal Kn4no?nProcess'a=e($;>;>!;$) KK$;>;$";>%!808R$8%$>0%7%>88RSEP$E:&C"87AC K H$K>& CH>K>>" CH>K"!!70">" State$(CtiIdleState) *eason$ Ca6sCP' D'>$8!!!$ 6D'>$8!!!$ '6=PIT Part @=3o2 '6=Ty.e 'a=ePST' Caller ni'a=e 'a=ePIT ocalelblCg.n$>N CDP' D'$$ 6D'$$ '6=PIT Part @=3o2 '6=Ty.e 'a=e ni'a=e 'a=ePIT ocale$ P

6D'$> '6=PIT Part @=3o2 '6=Ty.e 'a=e ni'a=e 'a=ePIT ocale$N QCDP' D'$$ 6D'$$ '6=PI'a=e ni'a=e 'a=ePIT ocale$N A62Data: :arEndCMId> End.ointTy.e> *I: Privacy: :eat$ SecStat6s$ SelectStatH6ntCallClear IsConsCallD6eTo*ollover: IPAddrMode" Cg.nIPv8Addr Cg.nIPv7Addr

"&>0$%$ K$#"8#"%8>$ KA..In1o KineControl($") - *elease call instance$ 1or CI"!!70">"

"&>0$%" K$#"8#"%8>$ KA..In1o KineControl ($") - DSto.Ind - ine beco=e idle

"&>0$%8 K$#"8#"%8>$ KA..In1o KineControl($") - calls; Ci*e; b6syTrigger>; =a2Call8

"&>%$ K$#"8#"%8>> KA..In1o KA*3T*Y-ConnectionManager- ?aitLA6Disconnect*e6est CI("!!70"$;"!!70">");disconnectTy.e

C C M

C T I

$70>$% K$#"8#"%8>" KSdlSig-I KCtiCallState'oti1y Kready KCTIDeviceineMgr($;>;>!;$) KStationCd$;>;$";>%!808R$8%$>0%7%>88RSEP$E:&C"87AC K*#'-H#;'#>;#;@#;U#;D#N H$K>& CH>K>>" CH>K"!!70">" State$(Ca6se$7 CP' D'>$8!!!$ 6D'>$8!!!$ '6=PIT Part @=3o2 '6=Ty.e 'a=ePST' Caller ni'a=e 'a=ePIDevicest%t->!$ lblCg.n$>N CDP' D'$$ 6D'$$ '6=PIT Part @=3o2 '6=Ty.e 'a=e ni'a=e 'a=e

*P D'$> 6D'$> '6=PIT Part @=3o2 '6=Ty.e 'a=e ni'a=e 'a=ePIT ocale$N QCDP' D'$$ 6@=3o2 '6=Ty.e 'a=e ni'a=e 'a=ePIT ocale$N A62Data: :arEndCMId> End.ointTy.e> *I: Privacy: :eat$ S:eat6re$"& H6ntCallClear IsConsCallD6eTo*ollover: IPAddrMode" Cg.nIPv8Addr Cg.nIPv7Addr

$70>$"%> K$#"8#"%8>" KA..In1o KCTI-APPN CTIHandler##Q6t.6tCtiMessage N CTI CallStateC9angedEventL@> ( H$K>7 Creason$ *I Sec6rity$ Cons6lt*oll HClear)

M I 5 $>"78# Dec $" $#"8#"%8>8 CST VMI@*-SSL*M-&-'#*IMgrAddressCallQbserver# Ter=ConnDro..edEv received 1or call ""!!78!! >>

>"&# Dec $" $#"8#"%8>8 CST VMI@*-SSL*M-&-'#Processing =sg# SessionTer=inatedMsg (*src#tesar ID#>>"/> Ty.e#IA Ca6se#D

>"0"# Dec $" $#"8#"%8>7 CST VMI@*-SSL*M-&-'#*src# tesar 'e? State#A@AIA3E Qld State#I'LSESSIQ' *eason code#

Call ;isconnects)tep 2 – CUC* )ends ;isconnect% Jateay Releases


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"&"$0%$ K$#"8#"%8>" KA..In1o K//SIP/SIPd./?aitLSdlSPISignal# Q6tgoing SIP DP =essage to $8%$>0%$$8%"#!7N#

7;'ETN

3YE si.#$$$8%$>0%$$8%"#!7 SIP/>%

@ia# SIP/>%/DP $8%$>0%7%>80#!7Bbranc9598bd&17d7e

:ro=# ,si.#$$8%$>0%7%>80FBtag$!Z0b0a$!>->e$>-88!7-0c0-$a81$7$>>&d-"!!70"$

To# PST' Caller ,si.#>$8!!!$$8%$>0%$$8%"FBtag7>A708-$D$8

Date# T96; $" Dec >$> $7#""#! MT

Call-ID# AA""C$A7-88&$$E>-0"D"-C3&380$8%$>0%$$8%"

ser-Agent# Cisco-CCM%

Ma2-:or?ards# &

CSe# $$ 3YE

*eason# %0!Bca6se$7

Content-engt9#

C

C M

!8# Dec $" $#"8#"%8>7# //-$/222222222222/SIP/Msg/ccsi.Dis.layMsg#

*eceived#

3YE si.#$$$8%$>0%$$8%"#!7 SIP/>%

@ia# SIP/>%/DP $8%$>0%7%>80#!7Bbranc9598bd&17d7e

:ro=# ,si.#$$8%$>0%7%>80FBtag$!Z0b0a$!>->e$>-88!7-0c0-$a81$7$>>&d-"!!70"$

To# PST' Caller ,si.#>$8!!!$$8%$>0%$$8%"FBtag7>A708-$D$8

Date# T96; $" Dec >$> $7#""#! MT

Call-ID# AA""C$A7-88&$$E>-0"D"-C3&380$8%$>0%$$8%"

ser-Agent# Cisco-CCM%

Ma2-:or?ards# &

CSe# $$ 3YE

*eason# %0!Bca6se$7

Content-engt9#

!7$# Dec $" $#"8#"%87># ISD' Se/$/#$! "$# T+ -F DISCQ''ECT .d 0 callre1 200

Ca6se i 20> - 'or=al call clearing

!7># Dec $" $#"8#"%8&# ISD' Se/$/#$! "$# *+ ,- *EEASE .d 0 callre1 20

!7"# Dec $" $#"8#"%8&# ISD' Se/$/#$! "$# T+ -F *EEASELCQMP .d 0 callre1 200

# W


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