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
- 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 | Not Implemented | |
Verify Data from Test Case | Not Implemented | |
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 | All (Key Auth bypasses SSO) |
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 |
---|---|---|---|---|---|---|---|---|---|---|
Wait Ringing | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Request Answer | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Wait Answer | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Request Release | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Wait Release | 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 |
Request Hold | Yes | No | Yes | Yes | No | No | Yes | Yes | Yes | Yes |
Wait Hold | Yes | No | Yes | Yes | No | No | Yes | Yes | Yes | Yes |
Request Retrieve | Yes | No | Yes | Yes | No | No | Yes | Yes | Yes | Yes |
Wait Retrieve | Yes | No | Yes | Yes | No | No | Yes | Yes | Yes | Yes |
Request Send DTMF | Yes | Yes | No | No | No | No | No | Yes | Yes | Yes |
Wait Send DTMF | Yes | Yes | No | No | No | No | No | Yes | Yes | Yes |
Request Agent After Call Work | Yes | No | No | No | No | No | No | Yes | Yes | Yes |
Wait Agent After Call Work | Yes | No | No | No | No | No | No | Yes | Yes | Yes |
Request Agent Not Ready | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Wait Agent Not Ready | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Request Agent Ready | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Wait Agent Ready | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Execute Validation Rule | Yes | No | No | No | No | No | No | Yes | Yes | Yes |
Request Add Interaction Data | Yes | No | No | No | No | No | No | Yes | Yes | N/A |
Request Update Interaction Data | Yes | No | No | No | No | No | No | Yes | Yes | N/A |
Request Delete Interaction Data | Yes | No | No | No | No | No | No | Yes | Yes | N/A |
Verify Interaction Data | 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 |
Request Conference Complete | Yes | No | Yes | No | No | No | No | Yes | Yes | Yes |
Wait Conference Complete | Yes | No | Yes | No | No | No | No | Yes | Yes | Yes |
Request Conference Cancel | Yes | No | Yes | No | No | No | No | Yes | Yes | Yes |
Wait Conference Cancel | Yes | No | Yes | No | No | No | No | Yes | Yes | Yes |
Request Conference Consult | Yes | No | Yes | Yes | No | No | No | Yes | Yes | Yes |
Wait Conference Consult | Yes | No | Yes | No | No | No | No | Yes | Yes | Yes |
Request Conference Single Step | Yes | No | Yes | No | No | No | No | Yes | N/A | Yes |
Wait Conference Single Step | Yes | No | Yes | No | No | No | No | Yes | N/A | Yes |
Request Mute Transfer | Yes | No | No | 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 |
Request Transfer Cancel | Yes | No | No | No | No | No | No | Yes | Yes | Yes |
Wait Transfer Cancel | Yes | No | No | No | No | No | No | Yes | Yes | Yes |
Request Transfer Complete | Yes | No | No | No | Yes | No | No | Yes | Yes | Yes |
Wait Transfer Complete | Yes | No | No | No | Yes | No | No | Yes | Yes | Yes |
Request Transfer Consult | Yes | No | Yes | No | Yes | No | No | Yes | Yes | Yes |
Wait Transfer Consult | Yes | No | Yes | No | Yes | No | No | Yes | Yes | Yes |
Request Transfer Single Step | Yes | No | Yes | Yes | No | No | No | Yes | Yes | Yes |
Wait Transfer Single Step | Yes | No | Yes | No | No | No | No | Yes | Yes | Yes |
Request Send User Event | Yes | 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 |
Wait Custom Activity Result | Yes | N/A | N/A | N/A | N/A | N/A | N/A | Yes | Yes | Yes |
Request Service Call | Yes | No | No | No | No | No | No | Yes | Yes | Yes |
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