BroadWorks Events

The following tables represent the supported BroadWorks events:

Call Events

BroadWorks CTI	CSTA	Comments
ACDCallAbandonedEvent	Connection Cleared
ACDCallAddedEvent	Queued
ACDCallAnsweredByAgentEvent	Diverted
ACDCallBouncedEvent	Delivered; Diverted	Translated to a diverted event, if the redirect field is provided.
ACDCallEscapedEvent	Connection Cleared
ACDCallForwardedEvent	Diverted
ACDCallOfferedToAgentEvent	Delivered
ACDCallOverflowedEvent	Diverted
ACDCallPromotedEvent	Call Information
ACDCallReleasedEvent	Connection Cleared
ACDCallReorderedEvent	Call Information
ACDCallStrandedEvent	Connection Cleared
ACDCallTransferredEvent	Diverted
ACDCallUpdatedEvent	Transferred
ACDHolidayPolicyAppliedEvent	Diverted
ACDNightPolicyAppliedEvent	Diverted
ACDSubscriptionEvent	N/A	The internal CSTA Connector functionality
CallAnsweredEvent	Established
CallBargedInEvent	Conferenced
CallCollectingEvent	Service Initiated	With private data
CallForwardedEvent	Diverted
CallHeldEvent	Held
CallMonitoredEvent	Conferenced
CallOriginatedEvent	Originated
CallOriginatingEvent	Service Initiated
CallParkRetrievedEvent	Retrieved
CallPicked-UpEvent	Diverted
CallReceivedEvent	Delivered
CallRecordEvent	Record
CallRedirectedEvent	Diverted
CallReleasedEvent	Connection Cleared
CallReleasingEvent	Failed; Connection Cleared
CallRetrievedEvent	Retrieved
CallSubscriptionEvent	---	The event may be translated into various computer-supported telecommunications applications (CSTA) events.
CallTransferredEvent	Transferred
CallUpdatedEvent	---	Depends on call topology.
ConferenceHeldEvent	Held
ConferenceReleasedEvent	Connection Cleared
ConferenceRetrievedEvent	Retrieved
ConferenceStartedEvent	Conferenced	Depends on call topology
ConferenceUpdatedEvent	Conferenced
Not Available	Stop	The CSTA Stop event is distributed when the call is disconnected from the device that requested the recording.
RoutePointCallAbandonedEvent	Connection Cleared	The Route End event is sent if the Routing dialog is opened.
RoutePointCallAddedEvent	Queued; Routing Request
RoutePointCallAnsweredByAgentEvent	Diverted; Route End
RoutePointCallBouncedEvent	Queued; Routing Request
RoutePointCallFailedEvent	Diverted; Route End	The Route End event is sent if the Routing dialog is opened.
RoutePointCallForwardedEvent	Diverted; Route End	The Route End event is sent if the Routing dialog is opened.
RoutePointCallOfferedToAgentEvent	Route End
RoutePointCallOverflowedEvent	Diverted; Route End	The Route End event is sent if the Routing dialog is opened.
RoutePointCallReleasedEvent	Connection Cleared, Route End	The Route End event is sent if the Routing dialog is opened.
RoutePointCallTransferredEvent	Diverted; Route End
RoutePointCallUpdatedEvent	Transferred
RoutePointFailedEvent	Connection Cleared; Route End	The Route End event is sent if the Routing dialog is opened.
RoutePointHolidayPolicyAppliedEvent	Connection Cleared; Route End	The Route End event is sent if the Routing dialog is opened.
RoutePointNightPolicyAppliedEvent	Connection Cleared; Route End	The Route End event is sent if the Routing dialog is opened.
RoutePointOutgoingCallAnsweredEvent	Queued; Routing Request
RoutePointOutgoingCallOriginatedEvent	Originated; Delivered
RoutePointRecoveredEvent	Routing Mode
RoutePointSubscriptionEvent	N/A	The internal CSTA Connector functionality
RoutePointWhisperStartedEvent	N/A

Device Events

BroadWorks CTI	CSTA	Comments
ACDAgentJoinUpdateEvent	Agent Logged On Agent Logged Off
AgentSubscriptionEvent	Agent (varies)	A combination of agent events to provide the matching target agent state.
AgentDispositionCodeAddedEvent	Call Information
AgentStateEvent	Agent (varies)	An appropriate CSTA event to provide the matching target agent state.
CallForwardingAlwaysEvent	Forwarding
CallForwardingBusyEvent	Forwarding
CallForwardingNoAnswerEvent	Forwarding
DoNotDisturbEvent	Do Not Disturb
HotelingGuestEvent	Agent Logged On Agent Logged Off Private Event	Distinguished from ACDAgentJoinUpdateEvent by the omission of the ACD Queue group.

Media Events

BroadWorks CTI	CSTA
RoutePointBusyCompletedEvent	Stop
RoutePointBusyStartedEvent	TelephonyTones generated
RoutePointMOHCompletedEvent	Stop
RoutePointMOHStartedEvent	TelephonyTones generated
RoutePointRingbackCompletedEvent	Stop
RoutePointRingbackStartedEvent	TelephonyTones generated
RoutePointSilenceCompletedEvent	Stop
RoutePointSilenceStartedEvent	TelephonyTones generated
RoutePointTreatmentCompletedEvent	Stop
RoutePointTreatmentStartedEvent	TelephonyTones generated

System Events

BroadWorks CTI	CSTA	Comments
ChannelTerminatedEvent	System Status, Monitor Stop	Monitor Stop sent for all subscriptions created over the terminated channel.
SubscriptionTerminatedEvent	Monitor Stop