CTI Event Mappings for Dialog and Participant States
The following table provides a list of CTI call events and the associated Dialog and Participant states for the call. This table is specifically oriented toward the agent receiving an incoming call.
Note | If the caller is also an agent, the events go to the caller. If the caller is not an agent, events are not published to the caller. |
Scenario | CTI Event | Event Method | Dialog State | Participant State (Agent) | Participant State (Caller) |
|---|---|---|---|---|---|
Start the call | BEGIN_CALL_EVENT | POST (Caller) | INITIATING | Not a participant yet | INITIATING |
Call arrives at agent | CALL_DELIVERED | POST (Agent), PUT (Caller) | ALERTING | ALERTING | INITIATED |
Agent answers call | CALL_ESTABLISHED | PUT | ACTIVE | ACTIVE | ACTIVE |
Caller drops call | CALL_CONNECTION_CLEARED | PUT | ACTIVE | ACTIVE | DROPPED |
Agent is dropped from call | CALL_CONNECTION_CLEARED | PUT | DROPPED | DROPPED | DROPPED |
Call is cleared | CALL_CONNECTION_CLEARED | PUT | DROPPED | DROPPED | DROPPED |
Call is removed | END_CALL_EVENT | DELETE | DROPPED | DROPPED | DROPPED |
The following table provides a list of CTI call events and their mapping to the Dialog state and Participant state for the call. This table is specifically oriented toward the caller making an outgoing call.
Note | If the recipient is also an agent, then the events go to the recipient. If the recipient is not an agent, events are not published to the recipient. |
Scenario | CTI Event | Event Method | Dialog State | Participant State (Caller) | Participant State (Recipient) |
|---|---|---|---|---|---|
Start of any call | BEGIN_CALL_EVENT | POST (Caller) | INITIATING | INITIATING | Not a participant yet |
Caller takes phone off-hook | CALL_SERVICE_INITIATED_EVENT | POST (Caller) | INITIATING | INITIATING | Not a participant yet |
Caller dials number | CALL_ORIGINATED_EVENT | PUT (Caller) | INITIATED | INITIATED | Not a participant yet |
Destination is busy | CALL_FAILED_EVENT (BUSY) | PUT (Caller) | FAILED | FAILED | Not a participant yet |
Destination is bad | CALL_FAILED_EVENT (BAD_DESTINATION) | PUT (Caller) | FAILED | FAILED | Not a participant yet |
Destination is recipient | CALL_DELIVERED | PUT (Caller), POST (Recipient) (See the note that precedes this table.) | ALERTING | INITIATED | ALERTING |
Recipient answers call | CALL_ESTABLISHED | PUT | ACTIVE | ACTIVE | ACTIVE |
Caller drops call | CALL_CONNECTION_CLEARED | PUT | ACTIVE | DROPPED | ACTIVE |
Recipient is dropped from call | CALL_CONNECTION_CLEARED | PUT | DROPPED | DROPPED | DROPPED |
Call is cleared | CALL_CLEARED_EVENT | PUT | DROPPED | DROPPED | DROPPED |
Call is removed | END_CALL_EVENT | DELETE | DROPPED | DROPPED | DROPPED |
Note | If the caller is also an agent, then the events go to the caller. If the caller is not an agent, events are not published to the caller. |
Scenario | CTI Event | Event Method | Dialog State | Participant State (Agent) | Participant State (Caller) |
|---|---|---|---|---|---|
Call arrives and is answered | - | - | - | - | - |
Agent holds call | CALL_HELD | PUT | ACTIVE | HELD | ACTIVE |
Caller holds call | CALL_HELD | PUT | ACTIVE | HELD | HELD |
Agent retrieves call | CALL_RETRIEVED | PUT | ACTIVE | ACTIVE | HELD |
Caller retrieves call | CALL_RETRIEVED | PUT | ACTIVE | ACTIVE | ACTIVE |
The following table provides a list of CTI call events and their mapping to the Dialog and Participant states for a call transfer. In this scenario, a call exists between the caller and Agent A. The transfer occurs after Agent B answers the consult call.
Scenario | CTI Event (Original Call) | CTI Event (Consult Call) | Event Method | Dialog State | Participant State |
|---|---|---|---|---|---|
Agent A starts consult call | CALL_HELD | - | PUT (original call only) | Original call: ACTIVE | Caller: ACTIVE Agent A: HELD (original call) Agent B: Not yet a participant |
Agent A takes phone off-hook (BEGIN_CALL_ EVENT assumed) | - | CALL_SERVICE_ INITIATED_EVENT | PUT (consult call only) | Original call: ACTIVE Consult call: INITIATING | Caller: ACTIVE Agent A: INITIATING (consult call) Agent B: Not yet a participant |
Agent A dials number | - | CALL_ORIGINATED_ EVENT | PUT (consult call only) | Original call: ACTIVE Consult call: INITIATED | Caller: ACTIVE Agent A: INITIATED (consult call) Agent B: Not yet a participant |
Agent B receives the call | - | CALL_DELIVERED | PUT (consult call, on Agent A POST (consult call on Agent B | Original call: ACTIVE Consult call: ALERTING | Caller: ACTIVE Agent A: INITIATED (consult call) Agent B: ALERTING |
Agent B answers the call | - | CALL_ESTABLISHED | PUT (consult call only) | Original call: ACTIVE Consult call: ACTIVE | Caller: ACTIVE Agent A: ACTIVE (consult call) Agent B: ACTIVE |
Agent A completes the transfer of the caller to Agent B | CALL_TRANSFERRED_ EVENT | - | DELETE (original call on Agent A) DELETE (consult call on Agent A) DELETE (consult call on Agent B) POST (original call on Agent B) | Original call: DROPPED (Agent A), ACTIVE (Agent B) Consult call: DROPPED (both Agent A and Agent B) | Caller: ACTIVE Agent A: DROPPED (original and consult call) Agent B: DROPPED (consult call), ACTIVE (original call) |
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.
Note | 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. |
Scenario | CTI Event (Silent Monitor Call) | Event Method | Dialog State (Original Call) | Dialog State (Silent Monitor Call) | Participant State (Caller) | Participant State (Agent A) | Participant State (Supervisor) |
|---|---|---|---|---|---|---|---|
Agent call arrives and is answered | - | - | - | - | - | - | - |
Supervisor starts the silent monitor call | BEGIN_CALL | POST (SILENT_ MONITOR) | ACTIVE | INITIATING | ACTIVE (original call) | ACTIVE (original call) | INITIATING (silent monitor call) |
- | CALL_SERVICE_ INITIATED_EVENT CALL_DATA_ UPDATE_EVENT | - | ACTIVE | INITIATING | ACTIVE (original call) | ACTIVE (original call) | INITIATING (silent monitor call) |
- | CALL_ ORIGINATED_ EVENT CALL_DATA_ UPDATE_EVENT | - | ACTIVE | INITIATED | ACTIVE (original call) | ACTIVE (original call) | INITIATED (silent monitor call) |
- | CALL_DELIVERED_ EVENT CALL_DELIVERED_ EVENT | - | ACTIVE | ALERTING | ACTIVE (original call) | ACTIVE (original call) | INITIATED (silent monitor call) |
- | CALL_ ESTABLISHED_ EVENT | - | ACTIVE | ACTIVE | ACTIVE (original call) | ACTIVE (original call) ACTIVE (passive - silent monitor call) | ACTIVE (silent monitor call) |
The following table provides a list of CTI call events and their mapping to the Dialog state and Participant state for a barge call.
Note | This table describes a scenario where a call already exists between the caller and Agent A and the supervisor is silently monitoring that call. The focus is on the barge only. In this scenario, the agent call is temporarily put on hold, the silent monitor call is dropped, and a consult call is created. The agent call becomes a conference call with the caller, agent, and supervisor as participants. |
Scenario | CTI Event | Event Method | Dialog State | Participant State (Caller) | Participant State (Agent A) | Participant State (Supervisor) |
|---|---|---|---|---|---|---|
Agent call arrives and is answered | - | - | - | - | - | - |
Supervisor silent monitors the call | - | - | ACTIVE (original call) ACTIVE (silent monitor call) | ACTIVE | ACTIVE (original call) ACTIVE (passive, silent monitor call) | ACTIVE (silent monitor call) |
Supervisor starts barge call | - | POST (BARGE) | ACTIVE (original call) ACTIVE (silent monitor call) | ACTIVE | ACTIVE (original call) ACTIVE (passive, silent monitor call) | ACTIVE (silent monitor call) |
Finesse drops silent monitor call through Unified CCE | CALL_CONNECTION _CLEARED (silent monitor call) CALL_CLEARED (silent monitor call) END_CALL (silent monitor call) | - | ACTIVE (original call) DROPPED (silent monitor call) | ACTIVE (original call) | ACTIVE (original call) ACTIVE (silent monitor call) | DROPPED (silent monitor call) |
Unified CCE puts original call on hold | CALL_HELD (original call) | - | ACTIVE (original call) | ACTIVE (original call) | HELD (original call) | Not a participant yet |
Unified CCE generates consult call | BEGIN_CALL (consult call) CALL_SERVICE_ INITIATED_EVENT (consult call) | - | ACTIVE (original call) INITIATING (consult call) | ACTIVE | HELD (original call) INITIATING (consult call) | Not a participant yet |
Unified CCE dials supervisor's extension | CALL_ORIGINATED_ EVENT (consult call) | - | ACTIVE (original call) INITIATED (consult call) | ACTIVE | HELD (original call) INITIATED (consult call) | Not a participant yet |
Agent receives the consult call | CALL_DELIVERED (consult call) | - | ACTIVE (original call) INITIATED (consult call) | ACTIVE | HELD (original call) INITIATED (consult call) | Not a participant yet |
Supervisor receives the consult call | CALL_DELIVERED (consult call) | - | ACTIVE (original call) ALERTING (consult call) | ACTIVE | HELD (original call) INITIATED (consult call) | ALERTING |
Unified CCE answers the consult call on behalf of the supervisor and changes the original agent call to a conference call | CALL_ CONFERENCED | - | ACTIVE (original call) ALERTING (consult call) | ACTIVE | HELD (original call) INITIATED (consult call) | ALERTING |
Unified CCE ends the consult call | END_CALL (consult call) | - | ACTIVE (original call) DROPPED (consult call) | ACTIVE | HELD (original call) DROPPED (consult call) | - |
Unified CCE changes the original call type to conference | CALL_DATA_ UPDATE (original call) | - | ACTIVE (original call) | ACTIVE | ACTIVE (original call, callType=15 =Conference) | - |
Unified CCE answers call on behalf of supervisor | CALL_ESTABLISHED (original call) | - | ACTIVE (original call) | ACTIVE | ACTIVE (original call) | ACTIVE |
If the caller is also an agent, the caller receives a dialog update (PUT) with an updated participant list on the conference.