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Implementing basic call control activities

Updated on December 28, 2022

With basic call control activities, you can implement such functionality as answering a call, putting a call on hold, and making a call. The Computer Telephony Integration (CTI) server receives a basic call request, applies the appropriate settings, and returns the event that instructs the Call Control Panel how to manage the call and what additional call treatment to apply.

Every simple call state request calls an activity to send the request to the CTI server. The basic call controls also provide the following options:

Answer a call
Uses the answerCall function to answer an incoming call from the line that is in an alerting or ringing state.
Put a call on hold
Uses the holdCall function to hold and activate a call. The CTI server uses the CallId parameter to identify and place the call on hold.
Initiate a call (Make call)
Uses the makeCall function to place or initiate a call. The CTI server uses the destination parameter to set the destination number on the server.
Conclude a call (Hang up)
Uses the hangUpCall function to end a call.
Retrieve a call from a hold state
Uses the retrieveCall function to release a call from a hold state and move it to an active state.
Send a dual tone multiple frequencies (DTMF) tone when the call is on hold
Uses the sendDTMF function to send DTMF tones while the call is on hold.

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