Intercepting

Prerequisites

• The inspector has signed in.
• The inspector has performed the insertion, listening, or whisper operation.

Description

An inspector needs to interrupt the session between an agent and a customer and directly talk with the customer.

After an inspection inspector signs in and intercepts an agent who has been barged in, listened to, or whispered, the inspection inspector enters the interception state. The conversation between the agent and the customer is interrupted, the agent enters the idle state, and the inspection inspector continues to talk with 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}/intercept/{workNo}

Method Name in Logs

intercept

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

• AgentEvent_Talking
• AgentMediaEvent_Record

Error Code

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

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": {}
  }