1 Scope
2
References
3
Terms and definitions
4
Abbreviations
5
Generic Functional Service requirements
5.1 Templates
5.1.1 Functional Service template
5.1.2 Event template
5.2 Error definitions
6
Functional Service descriptions
6.1 General Functional Services
6.1.1 Functional Service name: Answer Call
6.1.2 Functional Service name: Call Completion
6.1.3 Functional Service name: Clear Call
6.1.4 Functional Service name: Conference Call
6.1.5 Functional Service name: Divert Call
6.1.6 Functional Service name: Drop CP
6.1.7 Functional Service name: Hold Call
6.1.8 Functional Service name: Make Call
6.1.9 Functional Service name: Retrieve Call
6.1.10 Functional Service name: Transfer Call
Service
6.2 Specialized Functional Services
6.2.1 Functional Service name: Alternate Call
6.2.2 Functional Service name: Consultation
Call
6.2.3 Functional Service name: Reconnect Call
6.3 Manipulate Functional Services
6.3.1 Manipulate Feature Functional Services
6.3.1.1 Functional Service
name: Manipulate Feature
6.3.1.2 Functional Service name: Query Feature
6.3.2 Manipulate Agent Functional Services
6.3.2.1 Functional Service
name: Manipulate Agent
6.3.2.2 Functional Service name:
Query Agent
6.4 Routing Functional Services
6.4.1 Call Related Routing
6.4.1.1 Functional Service
name: Set routing
6.4.1.2 Functional Service
name: Route Call
6.4.1.3 Functional Service
name: Route Call Selected
6.4.1.4 Functional Service
name: Route Used
6.4.2 Non-Call Related Routing
6.4.2.1 Functional Service name: Route Information
6.4.2.2 Functional Service
name: Route Information Selected
6.4.2.3 Functional Service
name: Re-Route Information
6.4.2.4
Functional Service name: Route Information End
6.5 Monitor Functional Services
6.5.1 Functional Service name: Change Monitor
Filter Service
6.5.2 Functional Service name: Monitor Start
Service
6.5.3 Functional Service Name: Monitor Stop
Service
6.6 Snapshot Functional Services
6.6.1 Functional Service name: Snapshot Call
6.6.2 Functional Service name: Snapshot CE
6.7 Functional Service name: Event Report
6.8 Application Status Services
6.8.1 Functional Service name: Application Activity Check
6.8.2 Functional Service name: Application Congestion Report
6.9 Functional Service name:
Send Private Data
7
Event descriptions
7.1 Agent events
7.1.1 Event name: Agent Busy
7.1.2 Event name: Agent Logged Off
7.1.3
Event name: Agent Logged On
7.1.4 Event name: Agent Not Ready
7.1.5 Event name: Agent Ready
7.1.6 Event name: Agent Working After Call
7.2 Call progress events
7.2.1 Event name: Call Arrived
7.2.2 Event name: Call Cleared
7.2.3 Event name: Call Conferenced
7.2.4 Event name: Call Delivered
7.2.5 Event name: Call Diverted
7.2.6 Event name: Call Established
7.2.7 Event name: Call Failed
7.2.8 Event name: Call Held
7.2.9 Event name: Call Originated
7.2.10 Event name: Call Received
7.2.11 Event name: Call Retrieved
7.2.12 Event name: Call Transferred
7.2.13 Event name: CP Dropped
7.2.14 Event name: Service Pending
7.3 Cause List