Voice Activity Types

If the Behavior Type is set to Voice, the following Activities will be available when you click the New Activity button:

Activity	Description	Additional Fields
Wait Ringing	This Activity waits for the server event that notifies the agent that an incoming call is ringing.
Request Answer	This Activity instructs the agent to answer the incoming call from the agent server.
Wait Answer	This Activity waits for the server event that notifies the agent that the call is answered.
Request Release	This Activity causes the agent to release the current interaction.
Wait Release	This Activity waits for the server event that notifies the agent that the current interaction has been released.
Wait Release After Call Work	This Activity waits for the server event that notifies that the agent is now in after call work state. The agent does not receive new interactions during this state.
Request Hold	This Activity causes the agent to request that the current call is put on hold.
Wait Hold	Waits for the server event that notifies the agent that the current interaction is put on hold.
Request Retrieve	This Activity causes the agent to retrieve an interaction from hold state.
Wait Retrieve	This Activity waits for the server event that notifies the agent that the interaction has been retrieved from hold state.
Request Send DTMF	This Activity enables the agent to request switch for sending specified DTMF signal for the current interaction.	Attributes For more information, see Attributes.
Wait Send DTMF	This Activity waits for an acknowledgement from the switch for delivery of DTMF signal.	Attributes For more information, see Attributes.
Request Agent After Call Work	This Activity causes the agent to release any call in progress and commence after call work for a specified duration.
Wait Agent After Call Work	This Activity waits for the server event that notifies the agent is now in after call work state.
Request Agent Not Ready	This Activity instructs the agent to enter not ready mode for a specified duration.
Wait Agent Not Ready	This Activity waits for the server event that notifies that the agent is now in not ready state. During not ready state, agent does not receive any interaction.
Request Agent Ready	This Activity instructs the agent to enter ready mode for a specified duration.
Wait Agent Ready	This Activity waits for the server event that notifies that the agent is in ready state. During ready state, the agent is available to receive interaction from the server.
Execute Validation Rule	Validates live interaction data against a rule set. Rule set can be chosen based on Categorization used in the Behavior.	Data Validation Rules See the Create Validation Rules topic for more details
Request Add Interaction Data	This Activity causes the agent to attach data in the form of attributes to the current interaction.	Attributes For more information, see Attributes. Cisco Finesse ECC variables must be in the format ECC.<variable_name> For example, `ECC.user.ANI`
Request Update Interaction Data	This Activity causes the agent to update specified data on the current interaction. The data is in key-value pair form.	Attributes For more information, see Attributes.
Request Delete Interaction Data	This Activity causes the agent to remove specified attributes from the current interaction.	Attributes For more information, see Attributes.
Verify Interaction Data	This Activity validates the current interaction's data with specified data. If you are using Nice CXone server, ensure that: Min/Max Pause Time is set to one second This step is always preceded by Wait-Answer step	Attributes For more information, see Attributes.
Verify Interaction Data from Test Case	This Activity waits for information from a synchronized Velocity Campaign or a Pulse Premium Campaign and validates the key-value pairs of the Test Case against the attached data. Note: This activity cannot be the first or the last step in a Behavior.	Attributes For more information, see Attributes. See the Adding an Agent Step for Campaigns section for details how to enter the expected attached data to verify.
Request Conference Complete	This Activity causes the agent to request a conference completion.
Wait Conference Complete	This Activity waits for the server event that notifies the agent that the conference is completed.
Request Conference Cancel	This Activity causes the agent to request a conference cancellation.
Wait Conference Cancel	This Activity waits for the server event that notifies the agent that the conference is cancelled.
Request Conference Consult	This Activity causes the agent to request a conference with the specified party. Equivalent to a two-step conference.	Transfer Destination For the transfer destination value format, see Transfer and Conference Destination.
Wait Conference Consult	This Activity waits for the server event that notifies the agent that the consult conference has started.
Request Conference Single Step	This Activity causes the agent to request an immediate conference to the specified destination.	Transfer Destination For the transfer destination value format, see Transfer and Conference Destination.
Wait Conference Single Step	This Activity waits for the server event that notifies the agent that the Single Step Conference has started. This means now there are at least 3 parties on the call (Customer, Agent, and the third party requested by agent in Request Conference Single Step).
Request Mute Transfer	This Activity requests the switch to perform mute transfer on the current interaction. The mute transfer is similar to single step transfer, but some switches support single step and others support mute.
Wait Mute Transfer	This Activity waits for the switch to acknowledge the request for mute transfer was completed.
Request Transfer Cancel	This Activity causes the agent to cancel a transfer.
Wait Transfer Cancel	This Activity waits for the server event that notifies the agent for the cancellation of transfer. (This means the consult call is released and agent is back to customer's interaction).
Request Transfer Complete	This Activity causes the agent to complete the transfer. This results in releasing call from the agent and bridging customer and the consult party.
Wait Transfer Complete	This Activity waits for the server event that notifies the agent that the transfer has been completed (and the agent's interaction is now released).
Request Transfer Consult	This Activity causes the agent to request that the current call be transferred to the specified party. Equivalent to a two-step transfer.	Transfer Destination For the transfer destination value format, see Transfer and Conference Destination.
Wait Transfer Consult	This Activity waits for the server event that notifies the agent that the consult transfer has commenced.
Request Transfer Single Step	This Activity causes the agent to immediately transfer the call to the specified party/number. This is also known as a Blind Transfer.	Transfer Destination For the transfer destination value format, see Transfer and Conference Destination.
Wait Transfer Single Step	This Activity waits for the server event that notifies the agent that single step transfer is completed. This results in bridging customer with consult party and freeing up the agent.
Request Send User Event	This Activity is a Genesys-specific feature. It enables Virtual Agent to send user event to propagate information to other Genesys components.	Attributes String or Int32 key-value pairs can be attached to a User Event. Besides a constant value, a reference to an Agent variable can be used as well. For example: `$Interaction.UserData.MyAttachedData`
Request Execute Custom Activity	This activity executes a custom activity defined in Custom Activities, typically to interact with the Agent's desktop or browser. Refer to Custom Activities for more information.	Attributes For more information, see Attributes.
Wait Custom Activity Result	Waits for a Custom Activity result if the activity execution was a SUCCESS or FAIL.	Attributes For more information, see Attributes.
Request Service Call	This Activity requests a service execution. Return of 2xx serries HTTP code passes the step. Any other result code fails the step.

To enter the list of Attributes to send, follow the steps below:

Specify the Key value.
Specify the Value.
Select the Attribute type, whether String, Boolean, Float, and so on.
Click + to add the specified Attribute.
Repeat these steps to add additional Attributes.

Attributes

Certain Activities allow attributes to be attached. The following attributes are supported by the Cyara Platform:

Vendor Channel	Usage	Key	Type	Comment
Genesys (Chat)	Required	TextMessage	String	Used in SendChatMessage and WaitChatMessage. To send/receive message, use this key and put your message in Value.
DTMF	String	Used in RequestSendDTMF. To Send DTMF, the value must be numeric.	DTMF	String
Genesys (Chat)	Optional	TransferQueue	String	Used in RequestTransferSingleStep. In case of Chat, the queue to transfer the chat.
Cisco Finesse	Optional	ReasonCode	String	Used in RequestNotReady. Reason Code to use when changing to NotReady state.

Transfer and Conference Destination

For transfer and conference activities, a destination must be provided. Typically, the destination value is the extension number of the agent. With the emergence of cloud contact center using webRTC softphones embeded in the browser, few contact center vendors allow agents to work with their workspace without an extension number. As Cyara Virtual Agent supports both on-premises and cloud solutions, transfer destination can either be an agent or a queue.

The following table describes some of the possible values for transfer and conference destinations.

Note: The values described in the table apply only to the Agent Voice Activity types supported by the CTI vendor.

Vendor	Transfer/Conference Destination		Comments
Avaya, Cisco CTIOS, Cisco Finesse	Agent	Extension number of destination agent
Avaya, Cisco CTIOS, Cisco Finesse	Destination agent's VDN	Queuename to which the destination agent is mapped
Genesys Engage Cloud, Genesys Engage 8.5 (On-premises and Cloud)	Agent	Extension number of destination agent	Genesys9 cloud adaptor also supports the option to pass extra routing information (in specific strict json format), which can be utilized by a single routing script to determine target type (skill/agentId/agentgroup) or targetname. rp_conference;{"targettype": "skill", "targetname": "sg_ssc_auto>0"} rp_conference;{"targettype": "agentgroup", "targetname": "ag_auto"} rp_conference is the destination to which call will be dialed targettype field to be used by Genesys designer script to transfer call to specific targettype and targetname will give more flexibility to Genesys designer script to route call to specific target (Skillname, agentGroupName, agentName)
	Queue	routepoint-name routepoint-name;{"targettype": "skill", "targetname": "skill-name"} routepoint-name;{"targettype": "agentgroup", "targetname": "agent-group-name"}
Genesys PureCloud	Agent	username;{"targettype": "agent", "targetname": "username"}	Agent Transfer/Conference Example. agent01@demo.com;{"targettype": "agent", "targetname": "agent01@demo.com"}
Genesys PureCloud	Queue	queue_name;{"targettype": "queue", "targetname": "queue_name"}
Amazon Connect	Agent	Quick connect name of agent
Amazon Connect	Queue	Quick connect name of queue

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Transfer and Conference Destination

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Attributes

Transfer and Conference Destination

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