Table 4: Call Transfer
Participant
State
Dialog State
Event
Method
CTI Event (Consult
Call)
CTI Event (Original
Call)
Scenario
Caller:
ACTIVE
Agent A:
HELD (original
call)
Agent B: Not
yet a participant
Original
call:
ACTIVE
PUT
(original
call only)
CALL_HELD
Agent A starts
consult call
Caller:
ACTIVE
Agent A:
INITIATING
(consult call)
Agent B: Not
yet a participant
Original
call:
ACTIVE
Consult call:
INITIATING
PUT
(consult
call only)
CALL_SERVICE_
INITIATED_EVENT
Agent A takes
phone off-hook
(BEGIN_CALL_
EVENT
assumed)
Caller:
ACTIVE
Agent A:
INITIATED
(consult call)
Agent B: Not
yet a participant
Original
call:
ACTIVE
Consult call:
INITIATED
PUT
(consult
call only)
CALL_ORIGINATED_
EVENT
Agent A dials
number
Caller:
ACTIVE
Agent A:
INITIATED
(consult call)
Agent B:
ALERTING
Original
call:
ACTIVE
Consult call:
ALERTING
PUT
(consult
call, on
Agent A
POST
(consult
call on
Agent B
CALL_DELIVERED
Agent B
receives the call
Caller:
ACTIVE
Agent A:
ACTIVE
(consult call)
Agent B:
ACTIVE
Original
call:
ACTIVE
Consult call:
ACTIVE
PUT
(consult
call only)
CALL_ESTABLISHED
Agent B answers
the call
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Cisco Finesse Desktop APIs
CTI Event Mappings for Dialog and Participant States