Jump to: navigation, search
(Update with the copy of version: 8.5.2DRAFT)
(Update with the copy of version: 8.5.2DRAFT)
Line 3: Line 3:
 
This operation is part of the [[VoiceAPI|Voice API]] section of the [[Welcome|Web Services API]].
 
This operation is part of the [[VoiceAPI|Voice API]] section of the [[Welcome|Web Services API]].
 
==Overview==
 
==Overview==
−
Configures silent monitoring of the target agent device.  
+
Configures silent monitoring of the target agent device. After sending this request, Web Services delivers a [[CallsMessageType#DeviceStateChangeMessage|DeviceStateChangeMessage]] confirming the change to the supervisor monitoring state. When the monitored agent receives a call, that supervisor is also delivered the call and can listen in silently.
−
 
 
−
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
 
! Request URL
−
| /api/v2/me/devices/{id}
+
| /api/v2/me/devices/''{id}''
 
|-
 
|-
−
! HTTP Method
+
! HTTP method
 
| POST
 
| POST
 
|-
 
|-
−
! Required Features
+
! Required features
 
| api-voice, api-supervisor-monitoring
 
| api-voice, api-supervisor-monitoring
 
|}
 
|}
Line 29: Line 25:
 
| targetDeviceUri
 
| targetDeviceUri
 
| The URI of the device to monitor.
 
| The URI of the device to monitor.
−
Example:
 
−
<pre>http://localhost:8080/api/v2/devices/9c14cad7-17c4-48d0-8492-7cf0ff92c224</pre>
 
 
|-
 
|-
 
| supervisorMonitoringScope
 
| supervisorMonitoringScope
 
| This optional parameter specifies the scope of monitoring:
 
| 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.
+
*Agent &mdash; Only activity for the target agent is monitored. If the monitored agent transfers the call to another agent, the supervisor is 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.
+
*Call &mdash; The supervisor monitors the entire call, regardless of the path it takes. If the monitored agent transfers the call, the supervisor continues to monitor as the customer is serviced by the new agent.
−
*If not specified, Call is the default.
+
If not specified, Call is the default.
 
|-
 
|-
 
| supervisorMonitoringMode
 
| supervisorMonitoringMode
 
| This optional parameter specifies the monitoring mode:
 
| This optional parameter specifies the monitoring mode:
−
*NextCall - Monitor only the next call the agent receives, then stop monitoring.
+
*NextCall &mdash; Monitor only the next call the agent receives, then stop monitoring.
−
*AllCalls - Monitoring all agent calls until monitoring is cancelled.
+
*AllCalls &mdash; Monitoring all agent calls until monitoring is cancelled.
−
*If not specified, AllCalls is the default.
+
If not specified, AllCalls is the default.
 
|}
 
|}
  
 
==Sample==
 
==Sample==
−
 
 
===Request===
 
===Request===
−
<pre>
+
<source lang="text">
 
POST api/v2/me/devices/efe1ab32-53f9-43ce-b65e-5768c61f7d4a
 
POST api/v2/me/devices/efe1ab32-53f9-43ce-b65e-5768c61f7d4a
 
{
 
{
Line 54: Line 47:
 
   "targetDeviceUri": "http://localhost:8080/api/v2/devices/9c14cad7-17c4-48d0-8492-7cf0ff92c224"
 
   "targetDeviceUri": "http://localhost:8080/api/v2/devices/9c14cad7-17c4-48d0-8492-7cf0ff92c224"
 
}
 
}
−
</pre>
+
</source>
−
===Response===
+
===HTTP response===
−
<pre>
+
<source lang="text">
 
{
 
{
 
   "statusCode": 0
 
   "statusCode": 0
 
}
 
}
−
</pre>
+
</source>
−
===Notification===
+
===CometD notification===
−
<pre>
+
<source lang="text">
 
{
 
{
 
   "data": {
 
   "data": {
Line 99: Line 92:
 
   "channel": "/v2/me/devices"
 
   "channel": "/v2/me/devices"
 
}
 
}
−
</pre>
+
</source>
  
 
[[Category:V:HTCC:8.5.2]]
 
[[Category:V:HTCC:8.5.2]]

Revision as of 18:22, March 25, 2016

ListenIn

This operation is part of the Voice API section of the Web Services API.

Overview

Configures silent monitoring of the target agent device. After sending this request, Web Services delivers a DeviceStateChangeMessage confirming the change to the supervisor monitoring state. When the monitored agent receives a call, that supervisor is also 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.
supervisorMonitoringScope This optional parameter specifies the scope of monitoring:
  • Agent — Only activity for the target agent is monitored. If the monitored agent transfers the call to another agent, the supervisor is released from the call with the agent.
  • Call — The supervisor monitors the entire call, regardless of the path it takes. If the monitored agent transfers the call, the supervisor continues 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"
}

HTTP response

{
  "statusCode": 0
}

CometD 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"
}
Comments or questions about this documentation? Contact us for support!