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Supported Events for Salesforce Workflow Configuration

The following table lists all the call types and events that can be configured within Salesforce workflows in Cisco. These events specify the various triggers and actions available for integration with Salesforce.

Pacing Mode	Call Type	Event	Description
Manual Outbound	AGENT_INSIDE	INITIATING	When the phone is off the hook at a device
	AGENT_INSIDE	INITIATED	When the phone is dialing at the device
	OUT	INITIATED	When the customer receives the call
		ACTIVE	When the customer answers the call
		HELD	When the call is on hold
		WRAP_UP	When the Agent or customer disconnects the call
		DROPPED	When the ACW timer is completed
	CONSULT	ALERTING	When the agent initiates the consult call
	CONSULT	ACTIVE	When the consultant agent answers the call
	Conference	ACTIVE	When the primary agent initiates the conference call after consulting with the consultant
		WRAP_UP	When the agent leaves the conference call
		DROPPED	When the ACW timer is completed
PREVIEW	OUTBOUND_PREVIEW	ALERTING	When the agent receives the preview call
	OUTBOUND_PREVIEW	ACTIVE	When the call has at least one active participant
	PREVIEW_OUTBOUND_RESERVATION	ACTIVE	When an agent gets reserved
		ACCEPTED	When the agent accepts a call
		DROPPED	The customer answers the call after the agent reviews the preview details and accepts the preview call. The agent previewing the call details is considered the first line. When the agent accepts the call, the second line is initiated. When the first line is dropped, this event is received.
	PREVIEW_OUTBOUND	ALERTING	When the customer answers a call
		ACTIVE	When the agent is prompted to accept the call while the customer has answered the call
		WRAP_UP	When the agent or customer ends the call and the agent enters the ACW state to complete any post-call tasks
		DROPPED	When the ACW timer is completed
	CONSULT	ALERTING	When the agent initiates the consult call
		ACTIVE	When the consultant agent answers the call
	CONFERENCE	ACTIVE	When the primary agent initiates the conference call after consulting with the consultant
		WRAP_UP	When the agent leaves the conference call
		DROPPED	When the ACW timer is completed
DIRECT PREVIEW	OUTBOUND_DIRECT_PREVIEW	ALERTING	When the agent receives the preview call
	OUTBOUND_DIRECT_PREVIEW	ACTIVE	When the call has at least one active participant
	DIRECT_PREVIEW_OUTBOUND_RESERVATION	ACTIVE	When an agent is reserved
	DIRECT_PREVIEW_OUTBOUND	ACCEPTED	When the agent accepts a call
	AGENT_INSIDE	INITIATING	When the agent starts to dial a call, thereby making the device engaged and not available for further calls.
	DIRECT_PREVIEW_OUTBOUND	INITIATING	When the agent is prompted to accept the call while the customer has answered the call
	DIRECT_PREVIEW_OUTBOUND_RESERVATION	DROPPED	The customer answers the call after the agent reviews the preview details and accepts the preview call. The agent previewing the call details is considered the first line. When the agent accepts the call, the second line is initiated. When the first line is dropped, this event is received.
	DIRECT_PREVIEW_OUTBOUND	INITIATED	When the agent clicks Accept in the prompt after the customer answers the call
		ACTIVE	When the agent and customer are connected
		WRAP_UP	When the agent or customer disconnects the call
		DROPPED	When the ACW timer is completed
	CONSULT	ALERTING	When the agent initiates the consult call
		ACTIVE	When the consultant agent answers the call
	CONFERENCE	ACTIVE	When the primary agent initiates the conference call after consulting with the consultant
		WRAP_UP	When the agent leaves the conference call
		DROPPED	When the ACW timer is completed
PREDICTIVE	OTHER_IN	ALERTING	When the agent initiates the call
	PREDICTIVE_OUTBOUND	ALERTING	When the customer answers the call
		ACTIVE	When the agent accepts the call
		HELD	When the agent initiates the Consult call
	CONSULT	INITIATING	When the agent initiates the Consult call
	CONSULT	INITIATED	When the Consult call from the primary agent gets processed
	OUT	INITIATED	When the Consult call reaches the consultant
	OUT	ACTIVE	When the consultant answers the call

	CONFERENCE	ACTIVE	When the agent initiates a Conference call
	CONFERENCE	DROPPED	When the consultant drops from the Conference
	PREDICTIVE_OUTBOUND	ACTIVE	When the customer answers a call
		WRAP_UP	When the agent or customer ends the call and the agent enters the ACW state to complete any post-call tasks
		DROPPED	When the ACW timer is completed
PROGRESSIVE	OTHER_IN	ALERTING	When the customer answers the call
	PROGRESSIVE_OUTBOUND	ALERTING	When the customer answers the call
		ACTIVE	When the agent accepts the call
		HELD	When the call is on hold
	CONSULT	INITIATING	When the call is on hold
	CONSULT	INITIATED	When the call is on hold
	OUT	INITIATED	When the Consult call reaches a consultant
	OUT	ACTIVE	When the Consult call reaches a consultant
	CONFERENCE	DROPPED	When the consultant or the agent disconnects from a Conference call
	PROGRESSIVE_OUTBOUND	WRAP_UP	When the agent or customer ends the call and the agent enters the ACW state to complete any post-call tasks
	PROGRESSIVE_OUTBOUND	DROPPED	When the ACW timer is completed
INBOUND	PREROUTE_ACD_IN	ALERTING	When the agent receives an Inbound Call
		ACTIVE	When the agent accepts the call
		WRAP_UP	When the agent or customer ends the call and the agent enters the ACW state to complete any post-call tasks
		DROPPED	When the ACW timer is completed
	CONSULT	INITIATING	When the consultant dials a call
		INITIATED	When the consult dials a call
	OUT	INITIATED	When the call reaches the consultant
		ACTIVE	When the consultant accepts the call
	CONFERENCE	ACTIVE	When the agent initiates the conference call
		WRAP_UP	When the consultant or the agent disconnects from a conference call
		DROPPED	When the ACW timer is completed

Recommended Workflow Configurations

The following table outlines our recommended configurations for Salesforce workflows including actions such as Screen Pop and creating/updating objects in Cisco.

Pacing Mode	Call Type	Event	Suggested Configuration	Description
Manual Outbound	OUT	INITIATED	Screen pop (Look Up), Invoke SF Page	When the customer receives the call
		ACTIVE	Object Creation	When the customer answers the call
		DROPPED	Object Update (Call Log)	When the ACW timer is completed
	CONSULT	ACTIVE	Screen pop (Look Up), Invoke SF Page,	When the consultant agent answers the call
			Object Creation
	CONFERENCE	DROPPED	Object Update (Call Log)	When the ACW timer is completed
PREVIEW	OUTBOUND_PREVIEW	ALERTING	Screen pop (Look Up), Invoke SF Page	When the agent receives the preview call
	PREVIEW_OUTBOUND	ALERTING	Object Creation	When the customer answers a call
		DROPPED	Object Update (Call Log)	When the ACW timer is completed
	CONSULT	ALERTING	Screen pop (Look Up), Invoke SF Page, Object Creation	When the agent initiates the consult call
	CONFERENCE	DROPPED	Object Update (Call Log)	When the ACW timer is completed
DIRECT PREVIEW	OUTBOUND_DIRECT_PREVIEW	ALERTING	Screen pop (Look Up), Invoke SF Page	When the agent receives the preview call
	DIRECT_PREVIEW_OUTBOUND	INITIATING	Object Creation	When the agent is prompted to accept the call while the customer has answered the call
		DROPPED	Object Update (Call Log)	When the ACW timer is completed
	CONSULT	ALERTING	Screen pop (Look Up), Invoke SF Page, Object Creation	When the agent initiates the consult call
	CONFERENCE	DROPPED	Object Update (Call Log)	When the ACW timer is completed
PREDICTIVE	PREDICTIVE_OUTBOUND	ALERTING	Screen pop (Look Up), Invoke SF Page	When the customer answers the call
		ACTIVE	Object Creation	When the agent accepts the call
		DROPPED	Object Update (Call Log)	When the ACW timer is completed
	OUT	INITIATED	Screen pop (Look Up), Invoke SF Page	When the Consult call reaches the consultant
		ACTIVE	Object Creation	When the consultant answers the call
	CONFERENCE	DROPPED	Object Update (Call Log)	When the ACW timer is completed

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