McDewey

Description Enabled Button on Desktop Participant Allowable Action Allows an agent to complete a transfer between the selected held call and the existing active call on the desktop. Transfer TRANSFER Allows a supervisor to silent monitor an agent who is in TALKING state on an active call. Start Monitoring SILENT_MONITOR The Participant Allowable Action is present where applicable for all participants on a call, including participants who are not agents. The actions for participants who are not agents are not needed by the client and may not always be accurate. These actions will be removed in a subsequent release. Note State (Participant) Parameter Values The following table describes possible values for the state (participant) response parameter: Description Call State on Finesse Desktop Allowable Actions for the Participant State Participant State Indicates that an outgoing call, not yet active, exists on the device Off Hook DROP, UPDATE_CALL_DATA INITIATING Indicates that the phone is dialing at a device Dialing DROP, UPDATE_CALL_DATA INITIATED Indicates that an incoming call is ringing on the device Incoming ANSWER ALERTING Indicates that the participant is active on the call Active HOLD, DROP, UPDATE_CALL_DATA, CONSULT_CALL ACTIVE Indicates that the call failed (BUSY) Busy DROP FAILED Indicates that the call failed (BAD_DESINATION) Error DROP FAILED Indicates that the call failed (OTHER) Error DROP FAILED Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 126 Cisco Finesse Desktop APIs State (Participant) Parameter Values