McDewey

Description Call State on Finesse Desktop Allowable Actions for the Participant State Participant State Indicates that the participant has held their connection to the call Hold RETRIEVE, DROP, UPDATE_CALL_DATA, TRANSFER (if active call exists), CONFERENCE (if active call exists) HELD Indicates that the participant has dropped from the call

DROPPED Indicates that the participant is not in active state on the call but is wrapping up after the participant has dropped from the call Active UPDATE_CALL_DATA WRAP_UP CTI Event Mappings for Dialog and Participant States The following table provides a list of CTI call events and the associated Dialog and Participant states for the call. This table is specifically oriented toward the agent receiving an incoming call. If the caller is also an agent, the events go to the caller. If the caller is not an agent, events are not published to the caller. Note Table 1: Incoming Call Participant State (Caller) Participant State (Agent) Dialog State Event Method CTI Event Scenario INITIATING Not a participant yet INITIATING POST (Caller) BEGIN_CALL_EVENT Start the call INITIATED ALERTING ALERTING POST (Agent), PUT (Caller) CALL_DELIVERED Call arrives at agent ACTIVE ACTIVE ACTIVE PUT CALL_ESTABLISHED Agent answers call DROPPED ACTIVE ACTIVE PUT CALL_CONNECTION_CLEARED Caller drops call DROPPED DROPPED DROPPED PUT CALL_CONNECTION_CLEARED Agent is dropped from call Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 127 Cisco Finesse Desktop APIs CTI Event Mappings for Dialog and Participant States