Participant
State
Dialog State
Event
Method
CTI Event (Consult
Call)
CTI Event (Original
Call)
Scenario
Caller:
ACTIVE
Agent A:
DROPPED
(original and
consult call)
Agent B:
DROPPED
(consult call),
ACTIVE
(original call)
Original
call:
DROPPED
(Agent A),
ACTIVE
(Agent B)
Consult call:
DROPPED
(both Agent
A and Agent
B)
DELETE
(original
call on
Agent A)
DELETE
(consult
call on
Agent A)
DELETE
(consult
call on
Agent B)
POST
(original
call on
Agent B)
CALL_TRANSFERRED_
EVENT
Agent A
completes the
transfer of the
caller to Agent
B
If the caller is also an agent, that caller receives a Dialog update (PUT) with an updated participant list after
the transfer is complete.
The following table provides a list of CTI call events and their mapping to the Dialog state and Participant
state for a silent monitor call.
For the Finesse API, a silent monitor call request only specifies the agent's extension for the supervisor to
silent monitor. Unified CCE/Unified CCX decides which of the agent's active calls to monitor. In most cases,
an agent only has one active call to be monitored. This table describes the scenario where a call already exists
between the caller and Agent A. The focus is on the silent monitor call only. In this scenario, the original
agent call is not affected. The silent monitor call is created and the agent becomes a participant with no
allowable action. The agent has two active calls: the original call and the silent monitor call. Finesse considers
the silent monitor call to be a "passive" active call of the agent.
Note
Table 5: Silent Monitor Call
Participant
State
(Supervisor)
Participant
State
(Agent A)
Participant
State(Caller)
Dialog State
(Silent
Monitor
Call)
Dialog
State
(Original
Call)
Event
Method
CTI Event (Silent
Monitor Call)
Scenario
Agent
call
arrives
and is
answered
Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1)
131
Cisco Finesse Desktop APIs
CTI Event Mappings for Dialog and Participant States