Supported Agent Voice Activity Types are in the following Tables split by CTI Vendor. Click the CTI Vendor name in the list below to scroll directly to the relevant table.
- Gensys Engage Premises (PSDK)
- Genesys Engage Cloud (GWS)
- Genesys Cloud
- Cisco CtiOS
- Cisco Finesse
- Avaya AES
- Amazon Connect
- Twilio Flex
- Nice CXone
- Five9
- Cyara Supported Methods and Vendors
Genesys Engage Premises (PSDK)
| Activity Type | Activity Name | Implementation Status |
|---|---|---|
| Simple Call Flow (Answer and Release) | Auto Answer | Yes |
| Agent Answer | Yes | |
| Hold & Retrieve | Yes | |
| Change Agent Status | Ready | Yes |
| Not Ready | Yes | |
| After Call Work (Wrap) | Yes | |
| DTMF | Yes | |
| Attached Data | Add / Update / Delete | Yes |
| Verify Data | Yes | |
| Verify Data from Test Case | Yes | |
| Third Party | Single Step Transfer | Yes |
| Two Step Transfer (Consult Transfer) | Yes | |
| Single Step Conference | Yes | |
| Two Step Conference | Yes | |
| Vendor Specific Activities | Alternate | Not Implemented |
| Mute Transfer | Yes | |
| User Event | Yes | |
| Login as Mobile Agent | Not Supported | |
| 2 DN Station Ext/ACD Position | Yes | |
| Service Steps | Yes | |
| SSO | Not Supported |
Genesys Engage Cloud (GWS)
| Activity Type | Activity Name | Implementation Status |
|---|---|---|
| Simple Call Flow (Answer and Release) | Auto Answer | Yes |
| Agent Answer | Yes | |
| Hold & Retrieve | Yes (GWS 9.X) | |
| Change Agent Status | Ready | Yes |
| Not Ready | Yes | |
| After Call Work (Wrap) | Not Implemented | |
| DTMF | Yes (GWS 8.5) | |
| Attached Data | Add / Update / Delete | Not Implemented |
| Verify Data | Yes | |
| Verify Data from Test Case | Yes | |
| Third Party | Single Step Transfer | Yes |
| Two Step Transfer (Consult Transfer) | Yes (GWS 9.X) | |
| Single Step Conference | Yes (GWS 9.X) | |
| Two Step Conference | Yes (GWS 9.X) | |
| Vendor Specific Activities | Alternate | Not Supported |
| Mute Transfer | Not Supported | |
| User Event | Not Supported | |
| Login as Mobile Agent | Not Supported | |
| 2 DN Station Ext/ACD Position | Not Supported | |
| Service Steps | Not Implemented | |
| SSO | Okta, Azure, AWS, Custom (all GWS 9.X only) |
Genesys Cloud
| Activity Type | Activity Name | Implementation Status |
|---|---|---|
| Simple Call Flow (Answer and Release) | Auto Answer | Yes |
| Agent Answer | Yes | |
| Hold & Retrieve | Yes | |
| Change Agent Status | Ready | Yes |
| Not Ready | Yes | |
| After Call Work (Wrap) | Not Implemented | |
| DTMF | Not Implemented | |
| Attached Data | Add / Update / Delete | Not Implemented |
| Verify Data | Yes | |
| Verify Data from Test Case | Yes | |
| Third Party | Single Step Transfer | Yes |
| Two Step Transfer (Consult Transfer) | Not Implemented | |
| Single Step Conference | Not Supported | |
| Two Step Conference | Yes | |
| Vendor Specific Activities | Alternate | Not Supported |
| Mute Transfer | Not Supported | |
| User Event | Not Supported | |
| Login as Mobile Agent | Not Supported | |
| 2 DN Station Ext/ACD Position | Not Supported | |
| Service Steps | Not Implemented | |
| SSO | Okta |
Cisco CtiOS
Supported Version : 10.5.x
| Activity Type | Activity Name | Implementation Status |
|---|---|---|
| Simple Call Flow (Answer and Release) | Auto Answer | Yes |
| Agent Answer | Yes | |
| Hold & Retrieve | Yes | |
| Change Agent Status | Ready | Yes |
| Not Ready | Yes | |
| After Call Work (Wrap) | Yes | |
| DTMF | Yes | |
| Attached Data | Add / Update / Delete | Yes |
| Verify Data | Yes | |
| Verify Data from Test Case | Yes | |
| Third Party | Single Step Transfer | Yes |
| Two Step Transfer (Consult Transfer) | Yes | |
| Single Step Conference | Yes | |
| Two Step Conference | Yes | |
| Vendor Specific Activities | Alternate | Not Implemented |
| Mute Transfer | Not Supported | |
| User Event | Not Supported | |
| Login as Mobile Agent | Yes | |
| Attached Data - Cisco ECC | Yes | |
| Attached Data - UUI | Not Supported | |
| 2 DN Station Ext/ACD Position | Not Supported | |
| Service Steps | Yes | |
| SSO | Not Supported |
Cisco Finesse
Supported Version : v10.5
| Activity Type | Activity Name | Implementation Status |
|---|---|---|
| Simple Call Flow (Answer and Release) | Auto Answer | Yes |
| Agent Answer | Yes | |
| Hold & Retrieve | Yes | |
| Change Agent Status | Ready | Yes |
| Not Ready | Yes | |
| After Call Work (Wrap) | Yes | |
| DTMF | Yes | |
| Attached Data | Add / Update / Delete | Yes |
| Verify Data | Yes | |
| Verify Data from Test Case | Yes | |
| Third Party | Single Step Transfer | Yes |
| Two Step Transfer (Consult Transfer) | Yes | |
| Single Step Conference | Not Supported | |
| Two Step Conference | Yes | |
| Vendor Specific Activities | Alternate | Not Supported |
| Mute Transfer | Not Supported | |
| User Event | Not Supported | |
| Login as Mobile Agent | Yes | |
| Attached Data - Cisco ECC | Yes | |
| 2 DN Station Ext/ACD Position | Not Supported | |
| Service Steps | Yes | |
| SSO | Not Supported |
Avaya AES
Supported Versions : Aura 6.3 - 8.0
| Activity Type | Activity Name | Implementation Status |
|---|---|---|
| Simple Call Flow (Answer and Release) | Auto Answer | Yes |
| Agent Answer | Yes | |
| Hold & Retrieve | Yes | |
| Change Agent Status | Ready | Yes |
| Not Ready | Yes | |
| After Call Work (Wrap) | Yes | |
| DTMF | Yes | |
| Attached Data | Add / Update / Delete | Not Supported |
| Verify Data | Yes | |
| Verify Data from Test Case | Yes | |
| Third Party | Single Step Transfer | Yes |
| Two Step Transfer (Consult Transfer) | Yes | |
| Single Step Conference | Yes | |
| Two Step Conference | Yes | |
| Vendor Specific Activities | Alternate | Not Implemented |
| Mute Transfer | Not Supported | |
| User Event | Not Supported | |
| Login as Mobile Agent | Not Supported | |
| Attached Data - Cisco ECC | Not Supported | |
| Attached Data - UUI | Retrieve Text Only | |
| 2 DN Station Ext/ACD Position | Not Supported | |
| Service Steps | Yes | |
| SSO | Not Supported |
Amazon Connect
| Activity Type | Activity Name | Implementation Status |
|---|---|---|
| Simple Call Flow (Answer and Release) | Auto Answer | Yes |
| Agent Answer | Yes | |
| Hold & Retrieve | Not Implemented | |
| Change Agent Status | Ready | Yes |
| Not Ready | Yes | |
| After Call Work (Wrap) | Not Implemented | |
| DTMF | Not Implemented | |
| Attached Data | Add / Update / Delete | Not Implemented |
| Verify Data | Yes | |
| Verify Data from Test Case | Yes | |
| Third Party | Single Step Transfer | Not Supported |
| Two Step Transfer (Consult Transfer) | Yes | |
| Single Step Conference | Not Supported | |
| Two Step Conference | Yes | |
| Vendor Specific Activities | Alternate | Not Supported |
| Mute Transfer | Not Supported | |
| User Event | Not Supported | |
| Login as Mobile Agent | Not Supported | |
| 2 DN Station Ext/ACD Position | Not Supported | |
| Service Steps | Not Implemented | |
| SSO | Okta, Azure, AWS, Custom |
Twilio Flex
| Activity Type | Activity Name | Implementation Status |
|---|---|---|
| Simple Call Flow (Answer and Release) | Auto Answer | Yes |
| Agent Answer | Yes | |
| Hold & Retrieve | Not Implemented | |
| Change Agent Status | Ready | Yes |
| Not Ready | Yes | |
| After Call Work (Wrap) | Not Implemented | |
| DTMF | Not Implemented | |
| Attached Data | Add / Update / Delete | Not Implemented |
| Verify Data | Yes | |
| Verify Data from Test Case | Yes | |
| Third Party | Single Step Transfer | Not Implemented |
| Two Step Transfer (Consult Transfer) | Not Implemented | |
| Single Step Conference | Not Implemented | |
| Two Step Conference | Not Implemented | |
| Vendor Specific Activities | Alternate | Not Supported |
| Mute Transfer | Not Supported | |
| User Event | Not Supported | |
| Login as Mobile Agent | Not Supported | |
| 2 DN Station Ext/ACD Position | Not Supported | |
| Service Steps | Not Implemented | |
| SSO | Okta, Azure, AWS, Custom |
Nice CXone
| Activity Type | Activity Name | Implementation Status |
|---|---|---|
| Simple Call Flow (Answer and Release) | Auto Answer | Yes |
| Agent Answer | Yes | |
| Hold & Retrieve | Yes | |
| Change Agent Status | Ready | Yes |
| Not Ready | Yes | |
| After Call Work (Wrap) | Not Implemented | |
| DTMF | Not Implemented | |
| Attached Data | Add / Update / Delete | Not Implemented |
| Verify Data | Yes | |
| Verify Data from Test Case | Yes | |
| Third Party | Single Step Transfer | Yes |
| Two Step Transfer (Consult Transfer) | Not Implemented | |
| Single Step Conference | Not Implemented | |
| Two Step Conference | Not Implemented | |
| Vendor Specific Activities | Alternate | Not Supported |
| Mute Transfer | Not Supported | |
| User Event | Not Supported | |
| Login as Mobile Agent | Not Supported | |
| 2 DN Station Ext/ACD Position | Not Supported | |
| Service Steps | Not Implemented | |
| SSO | All (Key Auth bypasses SSO) |
Five9
| Activity Type | Activity Name | Implementation Status |
|---|---|---|
| Simple Call Flow (Answer and Release) | Auto Answer | Yes |
| Agent Answer | Yes | |
| Hold & Retrieve | Yes | |
| Change Agent Status | Ready | Yes |
| Not Ready | Yes | |
| After Call Work (Wrap) | Not Implemented | |
| DTMF | Not Implemented | |
| Attached Data | Add / Update / Delete | Not Implemented |
| Verify Data | Yes | |
| Verify Data from Test Case | Yes | |
| Third Party | Single Step Transfer | Not Implemented |
| Two Step Transfer (Consult Transfer) | Not Implemented | |
| Single Step Conference | Not Implemented | |
| Two Step Conference | Not Implemented | |
| Vendor Specific Activities | Alternate | Not Supported |
| Mute Transfer | Not Supported | |
| User Event | Not Supported | |
| Login as Mobile Agent | Yes | |
| 2 DN Station Ext/ACD Position | Not Supported | |
| Service Steps | Not Implemented | |
| SSO | Okta, Azure, AWS, Custom |
Cyara Supported Methods and Vendors
Combined table of all vendors and implemented CVA Behaviors methods:
| Activity Name | Genesys Engage (PSDK) | Genesys Engage GWS 8.5 | Genesys Engage Cloud GWS 9 | Genesys Cloud | Amazon Connect | Twilio Flex | Nice CXone | Cisco CTIOS | Cisco Finesse | Avaya AES | Five9 |
|---|---|---|---|---|---|---|---|---|---|---|---|
| Wait Ringing | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Request Answer | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Wait Answer | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Request Release | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Wait Release | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Wait Release After Call Work | Yes | No | No | No | No | No | No | Yes | Yes | Yes | No |
| Request Hold | Yes | No | Yes | Yes | No | No | Yes | Yes | Yes | Yes | Yes |
| Wait Hold | Yes | No | Yes | Yes | No | No | Yes | Yes | Yes | Yes | Yes |
| Request Retrieve | Yes | No | Yes | Yes | No | No | Yes | Yes | Yes | Yes | Yes |
| Wait Retrieve | Yes | No | Yes | Yes | No | No | Yes | Yes | Yes | Yes | Yes |
| Request Send DTMF | Yes | Yes | No | No | No | No | No | Yes | Yes | Yes | No |
| Wait Send DTMF | Yes | Yes | No | No | No | No | No | Yes | Yes | Yes | No |
| Request Agent After Call Work | Yes | No | No | No | No | No | No | Yes | Yes | Yes | No |
| Wait Agent After Call Work | Yes | No | No | No | No | No | No | Yes | Yes | Yes | No |
| Request Agent Not Ready | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Wait Agent Not Ready | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Request Agent Ready | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Wait Agent Ready | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Execute Validation Rule | Yes | No | No | No | No | No | No | Yes | Yes | Yes | Yes |
| Request Add Interaction Data | Yes | No | No | No | No | No | No | Yes | Yes | N/A | No |
| Request Update Interaction Data | Yes | No | No | No | No | No | No | Yes | Yes | N/A | No |
| Request Delete Interaction Data | Yes | No | No | No | No | No | No | Yes | Yes | N/A | No |
| Verify Interaction Data | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Verify Interaction Data from Test Case | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Request Conference Complete | Yes | No | Yes | No | No | No | No | Yes | Yes | Yes | No |
| Wait Conference Complete | Yes | No | Yes | No | No | No | No | Yes | Yes | Yes | No |
| Request Conference Cancel | Yes | No | Yes | No | No | No | No | Yes | Yes | Yes | No |
| Wait Conference Cancel | Yes | No | Yes | No | No | No | No | Yes | Yes | Yes | No |
| Request Conference Consult | Yes | No | Yes | Yes | No | No | No | Yes | Yes | Yes | No |
| Wait Conference Consult | Yes | No | Yes | No | No | No | No | Yes | Yes | Yes | No |
| Request Conference Single Step | Yes | No | Yes | No | No | No | No | Yes | N/A | Yes | No |
| Wait Conference Single Step | Yes | No | Yes | No | No | No | No | Yes | N/A | Yes | No |
| Request Mute Transfer | Yes | No | No | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Wait Mute Transfer | Yes | No | No | N/A | N/A | N/A | N/A | Yes | Yes | Yes | N/A |
| Request Transfer Cancel | Yes | No | No | No | No | No | No | Yes | Yes | Yes | No |
| Wait Transfer Cancel | Yes | No | No | No | No | No | No | Yes | Yes | Yes | No |
| Request Transfer Complete | Yes | No | No | No | Yes | No | Yes | Yes | Yes | Yes | No |
| Wait Transfer Complete | Yes | No | No | No | Yes | No | Yes | Yes | Yes | Yes | No |
| Request Transfer Consult | Yes | No | Yes | No | Yes | No | Yes | Yes | Yes | Yes | No |
| Wait Transfer Consult | Yes | No | Yes | No | Yes | No | Yes | Yes | Yes | Yes | No |
| Request Transfer Single Step | Yes | No | Yes | Yes | No | No | Yes | Yes | Yes | Yes | No |
| Wait Transfer Single Step | Yes | No | Yes | No | No | No | Yes | Yes | Yes | Yes | No |
| Request Send User Event | Yes | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Request Execute Custom Activity | Yes | N/A | N/A | N/A | N/A | N/A | N/A | Yes | Yes | Yes | N/A |
| Wait Custom Activity Result | Yes | N/A | N/A | N/A | N/A | N/A | N/A | Yes | Yes | Yes | N/A |
| Request Service Call | Yes | No | No | No | No | No | No | Yes | Yes | Yes | No |
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