Silent Monitoring

Overview

This API allows a Supervisor to monitor an Agent call. Supervisor can listen to an Interaction that is in progress without disturbing the conversation between an agent and a customer.

Pre-requisite

The agent phones to be monitored must support silent monitoring and must be configured in Cisco Unified Communications Manager. A supervisor must be signed in to the fromAddress (extension) being used to create the silent monitor call. Agent to be monitored must be assigned to a Team that the supervisor is responsible for. A supervisor can silently monitor any call except a silent monitor call. If an agent drops from or transfers the call that the supervisor is monitoring, the silent monitoring session ends.

Sequence Diagram

Message Structure

Data Parameters

Sample Request

{
    "channel": "Cisco",
    "topic": "Agent",
    "subtopic": "SetSilentMonitoring"
    "data": 
    {        
        "Username": "47483650",
        "FromAddress": "5004",
       "ToAddress": "5025"    
    }
}

Sample Response

No sample response