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The following example shows a simple call operation scenarios including hold/resume operation.

1. Add the Wait Ringing and Wait Answer Activities.
   Note:

   • If the Virtual Agent is not configured for auto answer, add a Request Answer Activity before the Wait Answer Activity.
   • Third party Answer Call request is currently not supported for the Cyara-emulated SIP extensions. To know if your PBX supports third party call control, check with your PBX vendor or documentation.
2. Add the Request Hold Activity with a suitable waiting period. The Min/Max Pause Time determines the time the Virtual Agent will wait before initiating a Hold action.
3. Add a Wait Hold Activity to ensure that the Virtual Agent has received the hold confirmation for the preceding Request Hold Activity.
4. Add a Request Retrieve Activity with a suitable waiting period. The Min/Max Pause Time determines the time the Virtual Agent will wait before resuming the call on hold.
5. Add a Wait Retrieve Activity to ensure tha the Virtual Agent has received a confirmation to initiate the Request Retrieve Activity.
6. Add a Request Release Activity to disconnect the call with the customer. The Min/Max Pause Time determines the time the Virtual Agent will wait before disconnecting the call.