/mcpDescription Error Type Status A dependent service is down (for example, the Cisco Finesse Notification Service or Cisco Finesse Database). Finesse is OUT_OF_SERVICE. Service Unavailable 503 Dialog APIs for Nonvoice Tasks Supported Functionality for Voice and Nonvoice Dialogs The following are the major differences between supported functionality for voice and nonvoice dialogs: • Users cannot initiate nonvoice dialogs; nonvoice dialogs are always incoming. • Nonvoice dialogs can be blind transferred only. Direct transfer is not supported. • Nonvoice dialogs support only one agent participant. Consult and conference are not supported. Dialog Object and Parameters for Nonvoice Tasks The same Dialog object is used for voice calls and nonvoice tasks. The Dialog object includes mediaId and mediaType parameters that indicate the Media Routing Domain with which the dialog is associated. Some of the Dialog parameters used for voice calls, such as callType and mediaAddressType, are not applicable for nonvoice tasks; these parameters are not returned. The dialog id format is different for voice calls and nonvoice tasks. The nonvoice dialog id contains underscores (for example, 151635_312_1). Voice dialog ids do not contain underscores (for example, 16804377). The Dialog section of the Finesse Desktop APIs chapter describes the differences in the Dialog object for voice calls and nonvoice tasks. It also explains the parameters and parameter values used for nonvoice tasks. Dialog APIs for Nonvoice Tasks Most Dialog APIs are restricted to voice media. You can use Dialog - Take Action on Participant API to handle nonvoice dialogs. This API supports the following allowable actions for nonvoice tasks. Description Action Allows an agent to accept an incoming task. ACCEPT Allows an agent to start work on an accepted task. START Allows an agent to pause an active task. PAUSE Allows an agent to resume a paused task. RESUME Allows an agent to transfer an accepted, active, or paused task to another Script Selector/dialed number. TRANSFER Allows an agent to perform wrap up work for a task. WRAP_UP Allows an agent to end a task. CLOSE Cisco Finesse Web Services Developer and JavaScript Guide, Release 12.5(1) 186 Cisco Finesse Desktop APIs Dialog APIs for Nonvoice Tasks