1 Scope
2 References
3 Definitions
3.1 Terms defined elsewhere
3.2 Terms defined in this Recommendation
4 Abbreviations and acronyms
5 Conventions
6 Description of the MCC service
7 Service requirements
7.1 Communication requests queuing
7.2 Communication control operations for MCC agents
7.3 Management operations for supervisors
7.4 Charging
7.5 Quality of service
7.6 MCC agent management
7.7 Video sharing between MCC agents and customers
7.8 Video conferencing
7.9 Web and application collaboration
7.10 User context information
7.11 Communication congestion handling
8 NGN capability requirements
8.1 MCC application support
8.2 MCC media resource management
8.3 MCC communication control
8.4 MCC codec support
8.5 MCC quality of service management
9 Security considerations