NethVoice CTI: add call lifecycle and transfer events with caller data

[andrea-marchionni]

Description

NethVoice CTI currently does not expose sufficiently granular events to identify some relevant moments in the call lifecycle reliably.

Dedicated CTI events should be introduced to detect:

• when a call is ringing;
• when a call is answered;
• when a call is put on hold;
• when a call is resumed from hold;
• when a call is ended.

For call transfers, a specific event is also needed to signal the transfer and pass the caller data to the transfer recipient.

This is required so that the transfer recipient can correctly open a parameterized URL using the original caller information.

Expected behavior

NethVoice CTI should emit distinct events for:

• call answered;
• call put on hold;
• call resumed from hold;
• call ended;
• call transferred (Attended transfer).

For transferred calls, the transfer event should include at least:

• original caller number;
• original caller name or label, if available;
• any data required to generate or open the parameterized URL.

Use case

A NethVoice CTI integration needs to do a specific event at a specific call moment (Ring, answer, hang up, etc.)