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(Update with the copy of version: 8.5.2DRAFT)
(Update with the copy of version: 8.5.2DRAFT)
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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 coaching of the target agent device.  
+
Configures coaching of the target agent device. When coaching is configured and the agent receives a call, the supervisor is brought into the call. Only the agent can hear the supervisor.
−
 
 
−
When coaching is configured and the agent receives a call, the supervisor is brought into the call.  
 
−
 
 
−
Only the agent can hear the supervisor.
 
 
{|
 
{|
 
! 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
 
|}
 
|}
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| 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
 
{
 
{
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   "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": {
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   "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

Coach

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

Overview

Configures coaching of the target agent device. When coaching is configured and the agent receives a call, the supervisor is brought into the call. Only the agent can hear the supervisor.

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

Parameters

Parameter Value
operationName Coach
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": "Coach",
  "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": "Coach",
          "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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