McDewey

Participant State(Recipient) Participant State (Caller) DialogState Event Method CTI Event Scenario ACTIVE DROPPED ACTIVE PUT CALL_CONNECTION_CLEARED Caller drops call DROPPED DROPPED DROPPED PUT CALL_CONNECTION_CLEARED Recipient is dropped from call DROPPED DROPPED DROPPED PUT CALL_CLEARED_EVENT Call is cleared DROPPED DROPPED DROPPED DELETE END_CALL_EVENT Call is removed If the caller is also an agent, then the events go to the caller. If the caller is not an agent, events are not published to the caller. Note Table 3: Holding a Call Participant State (Caller) ParticipantState (Agent) Dialog State EventMethod CTI Event Scenario

Call arrives and is answered ACTIVE HELD ACTIVE PUT CALL_HELD Agent holds call HELD HELD ACTIVE PUT CALL_HELD Caller holds call HELD ACTIVE ACTIVE PUT CALL_RETRIEVED Agent retrieves call ACTIVE ACTIVE ACTIVE PUT CALL_RETRIEVED Caller retrieves call The following table provides a list of CTI call events and their mapping to the Dialog and Participant states for a call transfer. In this scenario, a call exists between the caller and Agent A. The transfer occurs after Agent B answers the consult call. Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 129 Cisco Finesse Desktop APIs CTI Event Mappings for Dialog and Participant States