Cisco Cisco Unified CRM Connector 8.5 User Guide

 

Function 

Availability 

Control  
Name 

Behavior and Use 

Call State Before / After 

Place a call on hold 

Enabled when the call is 
active. 

Hold 

Suspends call.  

te before:  

ACTIVE

 

Call sta
Call state after:

  

HOLD

 

Retrieve call from hold 

is on 

Enabled when the call 
hold 

Retrieve 

Make the active call. 

tate before:  

HOLD

 

Call s
Call state after:

  

ACTIVE

 

Hangs up a call 

 

Enabled when the call is
active 

Drop 

 

te before:  

ACTIVE

 

Call sta
Call state after:

  

DROPPED

 

Place a new outbound call. 

 

Enabled when there is an 
available line and a phone
number in the Destination 
box. 

New Call 

Takes the phone “off hook” and 

for a number of 

d 

tate before:  none 

places a dial. 
Dials may fail 
reason, bad phone numbers, an
telephone network problems.   

Call s
Call state after:

  

ACTIVE

 

Consultative Transfer – a warm 
transfer with a consultative call.  

Active call with number in 
the Destination box. 
Call state before:  

ACTIVE

 

C. Transfer 

 the 

there 

Call state during:

  HOLD

,

 

during:  

See detailed instructions on the 
use of consultative transfer. 
Initiates a consultative call to
Destination number.  
During consultative transfers 

INITIATE TRANSFER

 

Consultative call 

ACTIVE

 

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