[Finesse]Call Event

Dialog State	Description
INITIATING	Indicates that the phone is off the hook at a device
INITIATED	Indicates that the phone is dialing at the device
ALERTING	Indicates that the call is ringing at a device
ACTIVE	Indicates that the dialog has at least one active participant
FAILED	Indicates that the dialog has failed
DROPPED	Indicates that the dialog has no active participants
ACCEPTED	Indicates the user has accepted the OUTBOUND_PREVIEW dialog

State (Dialog) Parameter Value

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 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 (Unified CCE only)
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 a supervisor to drop a participant from a conference call
START_RECORDING	Start Recording	Allows an agent to start a recording (Unified CCX only, requires integration with MediaSense)
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

Action Parametoer Value