Updated on 2023-09-27 GMT+08:00

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}

In the URL, ip indicates the IP address of the CC-Gateway server, and port indicates the HTTPS port number of the CC-Gateway server.

Table 1 Parameters in the URI

No.

Parameter

Data Type

Mandatory (Yes/No)

Description

1

agentid

string

Yes

Agent ID. The value ranges from 101 to 59999.

2

workNo

string

Yes

ID of the agent to be listened to. The value ranges from 101 to 59999.

The agent ID must belong to the same VDN as the value of agentid.

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

Table 3 Parameters in the message body

No.

Parameter

Value Type

Description

1

message

string

Description.

2

retcode

string

Error code. The options are as follows:

0: success

Other values: failure

3

result

object

Reserved field.

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": {}
    }