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=ListenIn=
 
=ListenIn=
 +
__NOTOC__
 +
==Overview==
 +
 +
This request configures silent monitoring of the target agent device. After sending this request, a notification will be delivered confirming the change to the supervisor monitoring state. When the agent being monitored receives a call, that supervisor will also be delivered the call and can listen in silently.
 +
{|
 +
! Request URL
 +
| /api/v2/me/devices/{id}
 +
|-
 +
! HTTP Method
 +
| POST
 +
|-
 +
! Required Features
 +
| api-voice, api-supervisor-monitoring
 +
|}
 +
 +
==Parameters==
 +
{|
 +
! Parameter
 +
! Value
 +
|-
 +
| operationName
 +
| ListenIn
 +
|-
 +
| targetDeviceUri
 +
| The URI of the device to monitor.
 +
Example:
 +
<pre>http://localhost:8080/api/v2/devices/9c14cad7-17c4-48d0-8492-7cf0ff92c224</pre>
 +
|-
 +
| supervisorMonitoringScope
 +
| This optional parameter specifies the scope of monitoring:
 +
*Agent - Only activity for the target agent will be monitored. If the monitored agent transfers the call to another agent, the supervisor will be released from the call with the agent.
 +
*Call - The supervisor will monitor the entire call, regardless of the path it takes. If the monitored agent transfers the call, the supervisor will continue to monitor as the customer is serviced by the new agent.
 +
*If not specified, Call is the default.
 +
|-
 +
| supervisorMonitoringMode
 +
| This optional parameter specifies the monitoring mode:
 +
*NextCall - Monitor only the next call the agent receives, then stop monitoring.
 +
*AllCalls - Monitoring all agent calls until monitoring is cancelled.
 +
*If not specified, AllCalls is the default.
 +
|}
 +
 +
==Sample==
 +
 +
===Request===
 +
<pre>
 +
POST api/v2/me/devices/efe1ab32-53f9-43ce-b65e-5768c61f7d4a
 +
{
 +
  "operationName": "ListenIn",
 +
  "targetDeviceUri": "http://localhost:8080/api/v2/devices/9c14cad7-17c4-48d0-8492-7cf0ff92c224"
 +
}
 +
</pre>
 +
===Response===
 +
<pre>
 +
{
 +
  "statusCode": 0
 +
}
 +
</pre>
 +
===Notification===
 +
<pre>
 +
{
 +
  "data": {
 +
    "messageType": "DeviceStateChangeMessage",
 +
    "devices": [
 +
      {
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        "id": "efe1ab32-53f9-43ce-b65e-5768c61f7d4a",
 +
        "deviceState": "Active",
 +
        "userState": {
 +
          "id": "900D55CC-2BB0-431F-8BF9-D3525B383BE6",
 +
          "displayName": "Not Ready",
 +
          "state": "NotReady"
 +
        },
 +
        "phoneNumber": "5005",
 +
        "e164Number": "5005",
 +
        "telephonyNetwork": "Private",
 +
        "doNotDisturb": "On",
 +
        "voiceEnvironmentUri": "http://127.0.0.1:8080/api/v2/voice-environments/370ef5e6-9e3c-4d91-9588-7f4dfe67e011",
 +
        "capabilities": [
 +
          "ForwardCallsOn",
 +
          "DoNotDisturbOff",
 +
          "ListenIn",
 +
          "Coach",
 +
          "BargeIn",
 +
          "CancelSupervisorMonitoring"
 +
        ],
 +
        "supervisorMonitoringState": {
 +
          "state": "ListenIn",
 +
          "mode": "AllCalls",
 +
          "scope": "Call",
 +
          "targetDeviceUri": "http://127.0.0.1:8080/api/v2/devices/9c14cad7-17c4-48d0-8492-7cf0ff92c224"
 +
        }
 +
      }
 +
    ]
 +
  },
 +
  "channel": "/v2/me/devices"
 +
}
 +
</pre>
  
 
[[Category:V:HTCC:8.5.2]]
 
[[Category:V:HTCC:8.5.2]]

Revision as of 20:38, April 7, 2014

ListenIn

Overview

This request configures silent monitoring of the target agent device. After sending this request, a notification will be delivered confirming the change to the supervisor monitoring state. When the agent being monitored receives a call, that supervisor will also be delivered the call and can listen in silently.

Request URL /api/v2/me/devices/{id}
HTTP Method POST
Required Features api-voice, api-supervisor-monitoring

Parameters

Parameter Value
operationName ListenIn
targetDeviceUri The URI of the device to monitor.

Example: 

http://localhost:8080/api/v2/devices/9c14cad7-17c4-48d0-8492-7cf0ff92c224
supervisorMonitoringScope This optional parameter specifies the scope of monitoring:
  • Agent - Only activity for the target agent will be monitored. If the monitored agent transfers the call to another agent, the supervisor will be released from the call with the agent.
  • Call - The supervisor will monitor the entire call, regardless of the path it takes. If the monitored agent transfers the call, the supervisor will continue to monitor as the customer is serviced by the new agent.
  • If not specified, Call is the default.
supervisorMonitoringMode This optional parameter specifies the monitoring mode:
  • NextCall - Monitor only the next call the agent receives, then stop monitoring.
  • AllCalls - Monitoring all agent calls until monitoring is cancelled.
  • If not specified, AllCalls is the default.

Sample

Request

POST api/v2/me/devices/efe1ab32-53f9-43ce-b65e-5768c61f7d4a
{
  "operationName": "ListenIn",
  "targetDeviceUri": "http://localhost:8080/api/v2/devices/9c14cad7-17c4-48d0-8492-7cf0ff92c224"
}

Response

{
  "statusCode": 0
}

Notification

{
  "data": {
    "messageType": "DeviceStateChangeMessage",
    "devices": [
      {
        "id": "efe1ab32-53f9-43ce-b65e-5768c61f7d4a",
        "deviceState": "Active",
        "userState": {
          "id": "900D55CC-2BB0-431F-8BF9-D3525B383BE6",
          "displayName": "Not Ready",
          "state": "NotReady"
        },
        "phoneNumber": "5005",
        "e164Number": "5005",
        "telephonyNetwork": "Private",
        "doNotDisturb": "On",
        "voiceEnvironmentUri": "http://127.0.0.1:8080/api/v2/voice-environments/370ef5e6-9e3c-4d91-9588-7f4dfe67e011",
        "capabilities": [
          "ForwardCallsOn",
          "DoNotDisturbOff",
          "ListenIn",
          "Coach",
          "BargeIn",
          "CancelSupervisorMonitoring"
        ],
        "supervisorMonitoringState": {
          "state": "ListenIn",
          "mode": "AllCalls",
          "scope": "Call",
          "targetDeviceUri": "http://127.0.0.1:8080/api/v2/devices/9c14cad7-17c4-48d0-8492-7cf0ff92c224"
        }
      }
    ]
  },
  "channel": "/v2/me/devices"
}
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