Interaction states


An interaction’s state describes its current condition. This list describes states an interaction may be in during the life of the interaction. You can see an interaction’s states and the disconnect reason for each state in its timeline.

Interaction State

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Alerting

PureCloud is notifying an agent of an incoming interaction.

X

X

X

Dialing

PureCloud is dialing the outbound proceeding call.

X

 

X

Contacting

An agent is making an outbound call, and PureCloud is connecting with the agent’s station. In the user interface, this state may be imperceptible.

X

 

X

Offering

PureCloud placed the interaction in a queue, but the interaction was not alerting. The system is determining if the called party is available to take the interaction.

X

 

X

Connected

PureCloud connected the interaction to a user or a station.

X

X

X

Disconnected

PureCloud disconnected the interaction locally, and it is no longer active.

X

X

X

Terminated

The system ended to the interaction.

X

 

X

None

PureCloud does not know interaction’s state.

X

X

X

Note: PureCloud scripts map the Contacting and Dialing interaction states to Connecting for the Scripter.Interaction State variable. That means that scripts that include the Scripter.Interaction State variable show both the Contacting and Dialing states as Connecting.

For more information, see Conversation in the Developer Center.