Requesting for Whispering

Prerequisites

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

Description

This interface is used by an inspector to request for whispering.

An agent who has the whisper permission can hear the conversation between the service agent and a customer and provide online guidance for the service agent during the conversation. The customer cannot hear the guidance.

Interface Method

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

URI

https://ip:port/agentgateway/resource/qualitycontrol/{agentid}/requestwhisperagent?whisperagentid={whisperagentid}

In the URL, ip indicates the IP address of the agent gateway server, and port indicates the HTTPS port number of the agent gateway server.

Method Name in Logs

requestWhisperAgent

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
• 900-004

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": {}
  }