Listening

Prerequisites

• The inspector has signed in.
• The inspector is in idle state.

Description

This interface is used by an inspector to listen to a specified agent after the inspector signs in and shows idle.

An agent with the inspection permission can listen to an agent who has signed in. When the listening starts, the inspector enters the listening state, and the listened-to agent and the customer are unaware of the listening. If the listened-to agent is answering an inbound call of a customer, the inspector can hear the talk between the agent and the customer.

Interface Method

The request method must be set to PUT. This interface supports only the PUT method.

URI

https://ip:port/agentgateway/resource/qualitycontrol/{agentid}/addsupervise/{workNo}

Method Name in Logs

addSupervise

Request Description

• Message header

  Table 2 Parameters in the request message header

  No.	Parameter	Value Type	Mandatory (Yes/No)	Description
  1	Content-Type	string	Yes	Coding mode of the message body. The default value is application/json; charset=UTF-8.
  2	Guid	string	Yes	GUID returned by the sign-in interface during static authentication (AUTHMODE is set to 1) or GUID returned by the polling event query interface during dynamic authentication (AUTHMODE is set to 2).

• Message body

  None

Response Description

Triggered Event

• AgentOther_PhoneAlerting
• AgentOther_PhoneOffhook
• AgentState_Busy

Error Code

• 100-006
• 900-001
• 900-002
• 900-003
• 900-005

Example

• Message header

  Content-Type:application/json; charset=UTF-8
  Guid: xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx.AgentGateway1

• Request parameter

  None

• Response parameter

  {
      "message": "",
      "retcode": "0",
      "result": {}
  }