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Call Supervision [DRAFT]

[Taken from HLA, Requires revision]

TCS = Supervisor T-Controller

TCA = Agent T-Controller

Subscription procedure

  1. TCS receives TMonitorNextCall with other DN set to agent DN.
  2. TCS sends TPrivateService request to TCA asking monitoring of agent DN.
  3. If agent DN is not yet monitored, TCA acknowledges the monitoring request.
  4. Upon acknowledgement, TCS sends TRegisterAddress to TCA to register agent DN.
  5. EventRegistered provided by TCA contains information about potential calls already established on agent DN.

[Figures: Supervision: Requesting to agent T-Controller, Supervision: Registering for agent DN activity]

Supervision procedure

When TCS gets the information related to a call to be monitored (either via EventRegistered or via EventEstablished), it does the following:

  • Uses agent reservation to reserve the supervisor DN. This is just to make sure no calls will be delivered to the supervisor while trying to conference the agent.
  • Sends TSingleStepConference to TCA with supervisor DN as the destination.
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