Actions Parameter Values

The following table describes possible values (allowable actions) for the Actions response parameter for voice calls:

Participant Allowable Action

Enabled Button on Desktop

Description

MAKE_CALL

Make a New Call

Allows an agent to make an outgoing call.

ANSWER

Answer

Allows an agent to answer an incoming call.

HOLD

Hold

Allows an agent to hold a call that is currently active.

RETRIEVE

Retrieve

Allows an agent to retrieve a call that was on hold.

DROP

End

Allows an agent to drop the participant of a call.

UPDATE_CALL_DATA

—

Allows an agent to set call data for the call.

Note	Finesse does not allow an agent to set call data from the desktop. A user can set call data through the API only.

SEND_DTMF

—

Allows an agent to send DTMF digits for the call.

CONSULT_CALL

Consult

Allows an agent to make a consult call for transfer or conference.

CONFERENCE

Conference

Allows an agent to start a conference between the selected held call and the existing active call on the desktop.

TRANSFER

Transfer

Allows an agent to complete a transfer between the selected held call and the existing active call on the desktop.

TRANSFER_SST

Direct Transfer

Allows an agent to initiate a single-step transfer.

SILENT_MONITOR

Start Monitoring

Allows a supervisor to silent monitor an agent who is in TALKING state on an active call.

BARGE_CALL

Barge In

Allows a supervisor to barge in on an agent call that the supervisor is silently monitoring.

PARTICIPANT_DROP

Drop

Allows an agent or a supervisor to drop a participant from a conference call based on the CLI set by the administrator.

UPDATE_SCHEDULED_CALLBACK

Callback, Schedule

Allows an agent to update the details for a scheduled callback.

CANCEL_SCHEDULED_CALLBACK

Callback, Cancel

Allows an agent to cancel a scheduled callback.

Note	The Participant Allowable Action is present where applicable for all participants on a call, including participants who are not agents. The actions for participants who are not agents are not needed by the client and may not always be accurate. These actions will be removed in a subsequent release.

Outbound Option Preview Actions

The following table describes the actions available to an agent who is reserved in an Outbound Option Preview campaign, the value to which Finesse sets the BAResponse variable, and the effect it has on the customer number in the campaign.

Note

Performing the actions listed in this table causes Finesse to set the BAResponse variable to a corresponding value. Each value triggers a specific action in Unified CCE.

For more information about the BAResponse variable, see the section "Outbound Option Extended Call Variables" in the Outbound Option Guide for Unified Contact Center Enterprise.


Action	BAResponse Value	Description
ACCEPT	Accept	Performing the ACCEPT action while reserved in an Outbound Option Preview campaign instructs Unified CCE to establish a call with the customer.
CLOSE	Reject-Close	Performing the CLOSE action while reserved in an Outbound Option Preview campaign rejects the current preview call and prevents the number from being called again in the campaign.
REJECT	Reject	Performing the REJECT action while reserved in an Outbound Option Preview campaign instructs Unified CCE to retry the previewed number later.

Outbound Option Direct Preview Actions

The following table describes the actions available to an agent who is reserved in an Outbound Option Direct Preview campaign, the value to which Finesse sets the BAResponse variable, and the effect it has on the customer number in the campaign.

Note

Performing the actions listed in this table causes Finesse to set the BAResponse variable to a corresponding value. Each value triggers a specific action in Unified CCX.

For more information about the BAResponse variable, see the section "Outbound Option Extended Call Variables" in the Cisco Unified Contact Center Express CTI Protocol Developer Guide.


Action	BAResponse Value	Description
ACCEPT	Accept	Performing the ACCEPT action while reserved in an Outbound Option Direct Preview campaign instructs Unified CCX to establish a call with the customer.
CLOSE	Reject-Close	Performing the CLOSE action while reserved in an Outbound Option Direct Preview campaign rejects the current preview call and prevents the number from being called again in the campaign.
REJECT	Reject	Performing the REJECT action while reserved in an Outbound Option Direct Preview campaign instructs Unified CCX to retry the previewed number later.
RECLASSIFY	Reclassify	Performing the RECLASSIFY action while reserved in an Outbound Option Direct Preview campaign instructs Unified CCX to reclassify the previewed number as voice (successful case), a modem/fax, answering machine, an invalid number, do not call, or busy.

Nonvoice Actions

The following table describes possible values (allowable actions) for the Actions response parameter for nonvoice tasks:


Action	Description
ACCEPT	Allows an agent to accept an incoming task.
START	Allows an agent to start work on an accepted task.
PAUSE	Allows an agent to pause an active task.
RESUME	Allows an agent to resume a paused task.
TRANSFER	Allows an agent to transfer an accepted, active, or paused task to another Script Selector/dialed number.
WRAP_UP	Allows an agent to perform wrap up work for a task.
CLOSE	Allows an agent to end a task.