Consultation Call (CTI)

Nodes and Palette Options > Detailed Palette Option Descriptions > Consultation Call (CTI)

	Consultation Call (CTI)

Type

CTI connector item

Available From

Data Node (CTI section)

Purpose

Used to transfer the caller to a destination number while maintaining control of the call. If the transfer is not successful, the caller will be taken off from hold and the call results can be analyzed for further action.

Behavior

When this node is invoked, the caller is put on hold, then the number to dial out is attempted with a newly dialed call. If the call is successfully transferred, the caller will be transferred as well as any UUI data that has been indicated. If the call fails, the caller is taken off from hold and is able to interact with the application again. If a call enters a queue, it will be automatically transferred when the queued event occurs.

When a consultation call item is used, a call info variable with the name of that consultation call item will be created. The status of the call can be determined from the <Name>.state field where Name is the unique name property given to the consultation call item.

The status of the call can be determined from the <Name>.state field where Name is the unique name property given to this node and created as a call info variable.

Note:

It is recommended to use a Try/Catch around the operation to capture catastrophic errors.

In terms of call states, for the caller on hold, the states include: transferred, disconnected, or established. The established state means the caller was not able to transfer and has been taken off hold for an alternative operation. If the "Transfer on Ring" property is set, the noanswer state is not encountered because the operation will not check to determine if the called person has picked up.

Properties

Name - Unique name of the node. Will be used to create a call info variable that holds call information about the newly dialed call and to allow analysis of call.

Caller Call Info Variable - Call info variable that represents the current caller. Typically, this is the cticallinfo variable.

Dial Number Variable/Field - Variable and field used to hold the number to dial.

UUI Variable/Field - Variable and field used to hold the UUI information that is passed in with the new call. UUI is user to user information and allows you to pass up to 96 bytes of character data.

Ring Max - Maximum number of rings before determining the call is ring no answer. Each ring will take approximately 6 seconds.

Transfer on Ring - When this property is set to true, the consultation call will transfer the call when it detects a ring event. All errors that occur before the ring will be handled properly. The ring timer does not have any affect when this flag is set since the call is transferred on first ring.