State (Participant) Parameter Values
The following table describes possible values for the state (participant) response parameter for voice calls:
Participant State | Allowable Actions for the Participant State | Call State on Finesse Desktop | Description |
|---|---|---|---|
INITIATING | DROP, UPDATE_CALL_DATA | Off Hook | Indicates that an outgoing call, not yet active, exists on the device |
INITIATED | DROP, UPDATE_CALL_DATA | Dialing | Indicates that the phone is dialing at a device |
ALERTING | ANSWER | Incoming | Indicates that an incoming call is ringing on the device |
ACTIVE | HOLD, DROP, UPDATE_CALL_DATA, CONSULT_CALL | Active | Indicates that the participant is active on the call |
FAILED | DROP | Busy | Indicates that the call failed (BUSY) |
FAILED | DROP | Error | Indicates that the call failed (BAD_DESINATION) |
FAILED | DROP | Error | Indicates that the call failed (OTHER) |
HELD | RETRIEVE, DROP, UPDATE_CALL_DATA, TRANSFER (if active call exists), CONFERENCE (if active call exists) | Hold | Indicates that the participant has held their connection to the call |
DROPPED | - | - | Indicates that the participant has dropped from the call |
WRAP_UP | UPDATE_CALL_DATA | Active | Indicates that the participant is not in active state on the call but is wrapping up after the participant has dropped from the call |
ACCEPTED | - | - | Indicates that the participant has accepted the dialog. This state is applicable to OUTBOUND_PREVIEW dialogs. |
Note | In Finesse Release 9.0(1) and earlier, when a dialog participant wraps up, a dialog event is sent only to the participant who transitions to wrap-up state. In Finesse Release 9.1(1) and later, a dialog event is sent to each participant in the dialog. |
Nonvoice State (Participant) Parameter Values
The following table describes possible values (allowable actions) for the Actions response parameter for nonvoice tasks:
|
Participant State | Allowable Actions for the Participant State | Dialog State |
Description |
|---|---|---|---|
|
OFFERED | ACCEPT | OFFERED |
Indicates that the participant has been offered the task. |
ACCEPTED | START, CLOSE, TRANSFER | ACCEPTED | Indicates that the participant has accepted a task, but has not started working on the task. |
|
ACTIVE | PAUSE, WRAP_UP, CLOSE, TRANSFER | ACTIVE |
Indicates that the participant is active in the task. |
PAUSED | RESUME, CLOSE, TRANSFER, WRAP_UP | PAUSED | Indicates that the participant has paused the active task. The WRAP_UP action is not available if the task was PAUSED from the WRAPPING_UP state. |
WRAPPING_UP | PAUSE, CLOSE | WRAPPING_UP | Indicates that the participant is performing wrap up work for a task. |
INTERRUPTED | - | INTERRUPTED | Indicates that the participant has been interrupted in this MRD by a task from another MRD. This state is applicable only for interruptible MRDs with the interruptAction parameter set to ACCEPT. |
|
CLOSED | - | - |
Indicates that the participant ended the task. |