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
INITIATING
(silent
monitor
call)
ACTIVE
(original
call)
ACTIVE
(original
call)
INITIATING
ACTIVE
POST
(SILENT_
MONITOR)
BEGIN_CALL
Supervisor
starts the
silent
monitor
call
INITIATING
(silent
monitor
call)
ACTIVE
(original
call)
ACTIVE
(original
call)
INITIATING
ACTIVE
CALL_SERVICE_
INITIATED_EVENT
CALL_DATA_
UPDATE_EVENT
INITIATED
(silent
monitor
call)
ACTIVE
(original
call)
ACTIVE
(original
call)
INITIATED
ACTIVE
CALL_
ORIGINATED_
EVENT
CALL_DATA_
UPDATE_EVENT
INITIATED
(silent
monitor
call)
ACTIVE
(original
call)
ACTIVE
(original
call)
ALERTING
ACTIVE
CALL_DELIVERED_
EVENT
CALL_DELIVERED_
EVENT
ACTIVE
(silent
monitor
call)
ACTIVE
(original
call)
ACTIVE
(passive -
silent
monitor
call)
ACTIVE
(original
call)
ACTIVE
ACTIVE
CALL_
ESTABLISHED_
EVENT
Outbound Call Types and BAStatus
The following tables list the call types for outbound calls and the associated values for BAStatus for Unified
CCE deployments and Unified CCX deployments.
For each call type, the BAStatus differs based on the outbound agent’s mode:
• Dedicated mode—Agents who only make calls for Outbound Option campaigns.
• Blended mode—Agents who receive inbound calls and Outbound Option calls.
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Cisco Finesse Desktop APIs
Outbound Call Types and BAStatus