In CTIOS there was a function called alternate that could be performed on a call - this would toggle which call was active/held during a consultative transfer or conference:
Is there an equivalent function in Finesse or is this not a supported feature on Finesse? I don't see it called out as a permitted action on a Dialog object in the web services developer guide.
Solved! Go to Solution.
We've found that we can get the same effective behaviour as 'alternate' by simply retrieving the held call during a consult. This seems to automatically swap the held/active status of the related consult call.
Assume this is expected behaviour and not just a side-effect we are taking advantage off? Didn't see this example explicitly called out in the developer's guide so just wanted to confirm we're not doing something that may not be stable into the future.
You are right that you can just retrieve the held call, I didn't think of that when originally responding. Since the line can only be on one call, the only option for ucm is to hold the other call. This is expected behavior and it is a UCM behavior versus a Finesse behavior.