Holding, transferring, and conferencing

Learn about the functions and events related to placing calls on hold, transferring calls, and creating conference calls.

Related documentation:

• Suite-level guide
• All services
• Voice Microservices Release Notes

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• For private edition

Beta Program

Genesys Multicloud CX private edition is being released to pre-approved customers as part of the Beta Program. Please note that the documentation and the product are subject to change. For more details about the program, please contact your Genesys representative.

For simplicity, the examples on this page use abbreviated attribute values. For example, ConnID 1, which – in actual events – displays as <ConnID>@<metainformation>.

The following comments and abbreviations are used in the call models:

• OPT—Optional.
• DIAL—Might be a dialed number or is not present if Voice Microservices have no information about the other party.

Hold/Retrieve function, consulted party answers

Party A	Party B	Party C
Call-establishing phase (ConnID 1)
	Hold (THoldCall)
	EventHeld ConnID 1 ThisDN B OtherDN A
	Make call to C (Consultation) (TMakeCall)
Call-establishing phase (ConnID 2)
Release phase (ConnID 2)
	Retrieve call from A (TRetrieveCall)
	EventRetrieved a ConnID 1 ThisDN B OtherDN A CallState OK
Release phase (ConnID 1)

a. With EventRetrieved, the values for attributes ThisDNRole and ThisQueue are the same as those for the attributes of the same names, if any, in the events preceding EventRetrieved (EventEstablished and EvenRinging). For non-ACD calls, however, ThisQueue is not reported.

Abnormal call flow

Interruption point	Party A	Party B
*	EventReleased ConnID 1 ThisDN A OtherDN B CallState OK	EventReleased ConnID 1 ThisDN B OtherDN A CallState OK
**	EventReleased ConnID 1 ThisDN A OtherDN B CallState OK	EventReleased ConnID 1 ThisDN B OtherDN A CallState OK
***	EventReleased ConnID 1 ThisDN A OtherDN B CallState OK	EventReleased ConnID 1 ThisDN B OtherDN A CallState OK

Hold/Retrieve function, consulted party does not answer

Party A	Party B	Party C
Call-establishing phase (ConnID 1)
	Hold (THoldCall)
	EventHeld ConnID 1 ThisDN B OtherDN A
Unsuccessful internal call (party does not answer) (ConnID 2)
	Retrieve call from A (TRetrieveCall)
	EventRetrieved a ConnID 1 ThisDN B OtherDN A CallState OK
Release phase (ConnID 1)

a. With EventRetrieved, the values for attributes ThisDNRole and ThisQueue are the same as those for the attributes of the same names, if any, in the events preceding EventRetrieved (EventEstablished and EvenRinging). For non-ACD calls, however, ThisQueue is not reported.

Abnormal call flow

Interruption point	Party A	Party B
*	EventReleased ConnID 1 ThisDN A OtherDN B CallState OK	EventReleased ConnID 1 ThisDN B OtherDN A CallState OK
**	EventReleased ConnID 1 ThisDN A OtherDN B CallState OK	EventReleased ConnID 1 ThisDN B OtherDN A CallState OK

Single-step transfer

Party A	Party B	Party C
Call-establishing phase (ConnID 1)
	Single-step transfer to C (TSingleStepTransfer)
EventPartyChanged ConnID 1 PreviousConnID 1 ThisDN A OtherDN C ThirdPartyDN B ThirdPartyDNRole TransferredBy CallState Transferred	EventReleased ConnID 1 ThisDN B ThirdPartyDN C OtherDN A CallState Transferred Cause 1stepTransfer	EventRinging ConnID 1 ThisDN C OtherDN A ThirdPartyDN B ThirdPartyDNRole TransferredBy CallState Transferred
		Answer (TAnswerCall)
		EventEstablished ConnID 1 ThisDN C OtherDN A

Abnormal call flow

Interruption point	Party A	Party B	Party C
*	EventReleased ConnID 1 ThisDN A OtherDN C CallState OK
**	EventReleased ConnID 1 ThisDN A OtherDN C CallState OK		EventAbandoned ConnID 1 ThisDN C OtherDN A CallState OK

Single-step transfer (outbound)

Party A	Party B	Party C
Call-establishing phase (ConnID 1)
	Single-step transfer to C (TSingleStepTransfer)
EventPartyChanged ConnID 1 PreviousConnID 1 ThisDN A OtherDN C ThirdPartyDN B ThirdPartyDNRole TransferredBy CallState Transferred EventNetworkReached ConnID 1 ThisDN A OtherDN C *DIAL OtherDNRole Destination *DIAL	EventReleased ConnID 1 ThisDN B ThirdPartyDN C OtherDN A CallState Transferred Cause 1stepTransfer	EventRinging ConnID 1 ThisDN C OtherDN A ThirdPartyDN B ThirdPartyDNRole TransferredBy CallState Transferred
		Answer (TAnswerCall)
		EventEstablished ConnID 1 ThisDN C OtherDN A

Abnormal call flow

Interruption point	Party A	Party B	Party C
*	EventReleased ConnID 1 ThisDN A OtherDN C CallState OK
**	EventReleased ConnID 1 ThisDN A OtherDN C CallState OK		EventAbandoned ConnID 1 ThisDN C OtherDN A CallState OK

Mute transfer

Party A	Party B	Party C
Call-establishing phase (ConnID 1)
	Mute transfer to C (TMuteTransfer*)
	EventHeld ConnID 1 ThisDN B OtherDN A
	EventDialing ConnID 2 ThisDN B ThisDNRole Origination OtherDN C OtherDNRole Destination	EventRinging ConnID 2 ThisDN C ThisDNRole Destination OtherDN B OtherDNRole Origination CallState OK
EventPartyChanged ConnID 1 PreviousConnID 1 ThisDN A OtherDN C ThirdPartyDN B ThirdPartyDNRole TransferredBy CallState Transferred	EventReleased ConnID 1 ThisDN B OtherDN A CallState Transferred EventReleased ConnID 2 ThisDN B ThisDNRole Origination OtherDN C OtherDNRole Destination CallState Transferred	EventPartyChanged ConnID 1 PreviousConnID 2 ThisDN C OtherDN A ThirdPartyDN B ThirdPartyDNRole TransferredBy CallState Transferred
		Answer (TAnswerCall)
		EventEstablished ConnID 1 ThisDN C OtherDN A
Release phase (ConnID 1)

Abnormal call flow

Interruption point	Party A	Party B	Party C
*	EventReleased ConnID 1 ThisDN A OtherDN B CallState OK	EventReleased ConnID 1 ThisDN B OtherDN A CallState OK
**	EventReleased ConnID 1 ThisDN A OtherDN C CallState OK	EventReleased ConnID 1 ThisDN B OtherDN A CallState OK EventReleased ConnID 2 ThisDN B OtherDN C CallState OK	EventAbandoned ConnID 2 ThisDN C OtherDN B CallState OK
***	EventReleased ConnID 1 ThisDN B OtherDN C CallState OK		EventAbandoned ConnID 1 ThisDN C OtherDN B CallState OK

Two-step transfer: complete after consulted party answers

Party A	Party B	Party C
Call-establishing phase (ConnID 1)
	Hold (TInitiateTransfer*)
	EventHeld ConnID 1 ThisDN B OtherDN A
	Consultation call to C (TInitiateTransfer continues)
Call-establishing phase (ConnID 2)
	Transfer held call to C (TCompleteTransfer)
EventPartyChanged ConnID 1 PreviousConnID 1 ThisDN A OtherDN C ThirdPartyDN B ThirdPartyDNRole TransferredBy CallState Transferred	EventReleased ConnID 1 ThisDN B OtherDN A CallState Transferred EventReleased ConnID 2 ThisDN B OtherDN C CallState Transferred	EventPartyChanged ConnID 1 PreviousConnID 2 ThisDN C OtherDN A ThirdPartyDN B ThirdPartyDNRole TransferredBy CallState Transferred
Release phase (ConnID 1)

Abnormal call flow

Interruption point	Party A	Party B	Party C
*	EventReleased ConnID 1 ThisDN A OtherDN B CallState OK	EventReleased ConnID 1 ThisDN B OtherDN A CallState OK
**	EventReleased ConnID 1 ThisDN A OtherDN B CallState OK	EventReleased ConnID 1 ThisDN B OtherDN A CallState OK EventReleased ConnID 2 ThisDN B OtherDN C CallState OK	EventAbandoned ConnID 2 ThisDN C OtherDN B CallState OK

Two-step transfer: complete before consulted party answers (blind)

Party A	Party B	Party C
Call-establishing phase (ConnID 1)
	Hold (TInitiateTransfer)
	EventHeld ConnID 1 ThisDN B OtherDN A
	Consultation call to C (TInitiateTransfer continues)
	EventDialing ConnID 2 ThisDN B ThisDNRole Origination OtherDN C *DIAL OtherDNRole Destination *DIAL	EventRinging ConnID 2 ThisDN C ThisDNRole Destination OtherDN B OtherDNRole Origination CallState OK
	Transfer held call to C (TCompleteTransfer)
EventPartyChanged ConnID 1 PreviousConnID 1 ThisDN A OtherDN C ThirdPartyDN B ThirdPartyDNRole TransferredBy CallState Transferred	EventReleased ConnID 1 ThisDN B OtherDN A CallState Transferred EventReleased ConnID 2 ThisDN B OtherDN C CallState Transferred	EventPartyChanged ConnID 1 PreviousConnID 2 ThisDN C OtherDN A ThirdPartyDN B ThirdPartyDNRole TransferredBy CallState Transferred
		Answer (TAnswerCall)
		EventEstablished ConnID 1 ThisDN C OtherDN A
Release phase (ConnID 1)

If a call appears on the terminating party after transfer completion, the ConnID field of EventRinging is equal to the connection ID of the original call (ConnID 1), and EventPartyChanged is not generated.

Abnormal call flow

Interruption point	Party A	Party B	Party C
*	EventReleased ConnID 1 ThisDN A OtherDN B CallState OK	EventReleased ConnID 1 ThisDN B OtherDN A CallState OK
**	EventReleased ConnID 1 ThisDN A OtherDN B CallState OK	EventReleased ConnID 1 ThisDN B OtherDN A CallState OK EventReleased ConnID 2 ThisDN B OtherDN C CallState OK	EventAbandoned ConnID 2 ThisDN C OtherDN B CallState OK
***	EventReleased ConnID 1 ThisDN A OtherDN C CallState OK		EventAbandoned ConnID 1 ThisDN C OtherDN A CallState OK

Two-step transfer to ACD

Two-step transfer to ACD means that a call is waiting in a queue, and the transfer completed before any ACD agent is available to receive the call.

The following table describes a two-step transfer to ACD.

Party A	Party B	Party C (ACD)	Party D
Call-establishing phase (ConnID 1)
	Hold (TInitiateTransfer)
	EventHeld ConnID 1 ThisDN B OtherDN A
	Consultation call to C (TInitiateTransfer continues)
	EventDialing ConnID 2 ThisDN B OtherDN C *DIAL	EventQueued ConnID 2 ThisDN C ThisQueue C OtherDN B
	Transfer held call to C (TCompleteTransfer)
EventPartyChanged ConnID 1 PreviousConnID 1 ThisDN A OtherDN C ThirdPartyDN B ThirdPartyDNRole TransferredBy CallState Transferred	EventReleased ConnID 2 ThisDN B ThisDNRole Origination OtherDN C OtherDNRole Destination CallState Transferred EventReleased ConnID 1 ThisDN B OtherDN A CallState Transferred	EventPartyChanged ConnID 1 PreviousConnID 2 ThisDN C ThisQueue C OtherDN A ThirdPartyDN B ThirdPartyDNRole TransferredBy CallState Transferred
		Diverts call to D
		EventDiverted ConnID 1 ThisDN C OtherDN A ThirdPartyDN C *OPT ThirdPartyDNRole Destination *OPT	EventRinging ConnID 1 ThisDN D ThisQueue C OtherDN A CallState OK
			Answer (TAnswerCall)
			EventEstablished ConnID 1 ThisDN D ThisQueue C OtherDN A CallState OK
Release phase (ConnID 1)

If a call transfer is completed before it is put in an ACD queue, an EventPartyChanged is not generated.

Abnormal call flow

Interruption point	Party A	Party B	Party C	Party D
*	EventReleased ConnID 1 ThisDN A OtherDN B CallState OK	EventReleased ConnID 1 ThisDN B OtherDN A CallState OK
**	EventReleased ConnID 1 ThisDN A OtherDN B CallState OK	EventReleased ConnID 1 ThisDN B OtherDN A CallState OK EventReleased ConnID 2 ThisDN B OtherDN C CallState OK	EventAbandoned ConnID 2 ThisDN C OtherDN B CallState OK
***	EventReleased ConnID 1 ThisDN A OtherDN D CallState OK			EventAbandoned ConnID 1 ThisDN D OtherDN A CallState OK

Two-step transfer to a Routing Point

Party A	Party B	Party C (ACD)	Party D
Call-establishing phase (ConnID 1)
	Hold (TInitiateTransfer)
	EventHeld ConnID 1 ThisDN B OtherDN A
	Consultation call to C (TInitiateTransfer continues)
	EventDialing ConnID 2 ThisDN B ThisDNRole Origination OtherDN C *DIAL OtherDNRole Destination CallType Consult	EventRouteRequest ConnID 2 ThisDN C ThisDNRole Destination OtherDN B OtherDNRole Origination
	Transfer held call to C (TCompleteTransfer)
EventPartyChanged ConnID 1 PreviousConnID 1 ThisDN A ThisDNRole Origination a OtherDN C ThirdPartyDN B ThirdPartyDNRole TransferredBy CallState Transferred	EventReleased ConnID 2 ThisDN B ThisDNRole Origination OtherDN C OtherDNRole Destination CallState Transferred EventReleased ConnID 1 ThisDN B ThisDNRole Destination OtherDN A CallState Transferred	EventPartyChanged ConnID 1 PreviousConnID 2 ThisDN C OtherDN A ThirdPartyDN B ThirdPartyDNRole TransferredBy CallState Transferred
		Diverts call to D
		EventRouteUsed ConnID 1 ThisDN C OtherDN A ThirdPartyDN D *OPT	EventRinging ConnID 1 ThisDN D OtherDN A CallState OK
			Answer (TAnswerCall)
			EventEstablished ConnID 1 ThisDN D OtherDN A
Release phase (ConnID 1)

a. ThisDNRole must be Destination if party B is the call originator.

Abnormal call flow

Interruption point	Party A	Party B	Party C	Party D
*	EventReleased ConnID 1 ThisDN A OtherDN B CallState OK	EventReleased ConnID 1 ThisDN B OtherDN A CallState OK
**	EventReleased ConnID 1 ThisDN A OtherDN B CallState OK	EventReleased ConnID 1 ThisDN B OtherDN A CallState OK EventReleased ConnID 2 ThisDN B OtherDN C CallState OK	EventAbandoned ConnID 2 ThisDN C OtherDN B CallState OK
***	EventReleased ConnID 1 ThisDN A OtherDN C CallState OK		EventAbandoned ConnID 1 ThisDN C OtherDN A CallState OK
****	EventReleased ConnID 1 ThisDN A OtherDN D CallState OK			EventAbandoned ConnID 1 ThisDN D OtherDN A CallState OK

Single-step conference

Party A	Party B	Party C
Call-establishing phase (ConnID 1)
	TSingleStepConference
EventPartyAdded ConnID 1 ThisDN A OtherDN C ThirdPartyDN B a	EventPartyAdded ConnID 1 ThisDN B OtherDN C ThirdPartyDN B a	EventRinging ConnID 1 ThisDN C ThisDNRole ConferenceMember CallState OK
		EventEstablished ConnID 1 ThisDN C ThisDNRole ConferenceMember CallState Conferenced
Release from conference phase
Release phase (ConnID 1)

a. ThirdPartyDN has a value of C if Party C initiates the request for a conference.

Conference

Party A	Party B	Party C
Call-establishing phase (ConnID 1)
	Hold
	EventHeld ConnID 1 ThisDN B ThisDNRole Previous Role of DN OtherDN A OtherDNRole Previous Role of DN
	Consultation call to C
Call-establishing phase (ConnID 2)
	Conference
EventPartyAdded ConnID 1 ThisDN A OtherDN C ThirdPartyDN B ThirdPartyDNRole AddedBy CallState Conferenced	EventReleased ConnID 2 ThisDN B OtherDN C CallState Conferenced EventRetrieved a ConnID 1 ThisDN B OtherDN A CallState Conferenced EventPartyAdded ConnID 1 ThisDN B OtherDN b C OtherDNRole NewParty ThirdPartyDN B ThirdPartyDNRole AddedBy CallState Conferenced	EventPartyChanged ConnID 1 PreviousConnID 2 ThisDN C ThirdPartyDN B ThirdPartyDNRole ConferencedBy CallState Conferenced
Release from conference phase
Release phase (ConnID 1)

a. With EventRetrieved, the values for attributes ThisDNRole and ThisQueue are the same as those for the attributes of the same names, if any, in the events preceding EventRetrieved (EventEstablished and EventRinging). For non-ACD calls, however, ThisQueue is not reported.
b. If only one party is added (as in the case of a simple conference call), the corresponding telephony object is specified in OtherDN. If more than one party is added, then the corresponding telephony objects are specified in Extensions.

Abnormal call flow

Interruption point	Party A	Party B
*	EventReleased ConnID 1 ThisDN A OtherDN B CallState OK	EventReleased ConnID 1 ThisDN B OtherDN A CallState OK

Blind conference (complete before consulted party answers)

Party A	Party B	Party C
Call-establishing phase (ConnID 1)
	Hold
	EventHeld ConnID 1 ThisDN B OtherDN A
	Consultation call to C
	EventDialing ConnID 2 ThisDN B ThisDNRole Origination OtherDN C *DIAL OtherDNRole Destination *DIAL CallType Consult	EventRinging ConnID 2 ThisDN C ThisDNRole Destination OtherDN B OtherDNRole Origination CallType Consult
	Conference
EventPartyAdded ConnID 1 ThisDN A OtherDN C ThirdPartyDN B ThirdPartyDNRole AddedBy CallState Conferenced	EventReleased ConnID 2 ThisDN B OtherDN C CallState Conferenced EventRetrieved a ConnID 1 ThisDN B OtherDN A CallState Conferenced EventPartyAdded ConnID 1 ThisDN B OtherDN C ThirdPartyDN B ThirdPartyDNRole AddedBy CallState Conferenced	EventPartyChanged ConnID 1 PreviousConnID 2 ThisDN C ThirdPartyDN B ThirdPartyDNRole ConferencedBy CallState Conferenced
		Answer (TAnswerCall)
		EventEstablished ConnID 1 ThisDN C CallState Conferenced
Release from conference phase
Release phase (ConnID 1)

a. With EventRetrieved, the values for attributes ThisDNRole and ThisQueue are the same as those for the attributes of the same names, if any, in the events preceding EventRetrieved (EventEstablished and EventRinging). For non-ACD calls, however, ThisQueue is not reported.

If a call appears on the terminating party after completion of conference, the ConnID field of EventRinging is equal to the connection ID of the original call (ConnID 1), and EventPartyChanged is not generated.

Abnormal call flow

Interruption point	Party A	Party B	Party C
*	EventReleased ConnID 1 ThisDN A OtherDN B CallState OK	EventReleased ConnID 1 ThisDN B OtherDN A CallState OK
**	EventReleased ConnID 1 ThisDN A OtherDN B *DIAL CallState OK	EventPartyDeleted ConnID 1 ThisDN B OtherDN A OtherDNRole DeletedParty ThirdPartyDN A ThirdPartyDNRole DeletedBy CallState OK