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Use Case

Avaya

Genesys PureCloud

Genesys Pure Connect

Genesys Pure Engage

InContact Central

InContact User Hub

UCCE

UCCX

General

Login

Logout

Activate All Channels

Deactivate All Channels

Go Ready

Go Not Ready

All Channels

Activate Channel

Deactivate Channel

All Interactions

View Interaction Data

Telephony

Quick Dial / Address Book

Make Call

External

Skill / Queue

Agent to Agent

Receive Call

Answer

Reject

Hold

Retrieve

Hang Up

Complete Call

Blind Transfer

External

Skill / Queue

Agent to Agent

Blind Conference

External

Skill / Queue

Agent to Agent

Consult

External

Skill / Queue

Agent to Agent

Consult Transfer

Consult Conference

Recording Control

Start

Pause

Resume

Stop

Email

Receive Email

Accept

Reject

Complete Email

Chat

Receive Chat

Accept

Reject

Terminate

Complete Chat

Platform Specific Use Cases

Team Status

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