The Silent Monitoring API allows a supervisor to silently monitor an active Call, without interruption or intervention.
Start Silent Monitoring:
Method to initiate Silent Monitoring.
POST | https://api.tenios.com/call/listen-in/start |
Request Parameter:
access_key | The API Access Key. It can be found in the menu MY ACCOUNT -> General Settings in the section API in the customer portal |
supervisor_key | The supervisor’s access key. The key will be sent on request. |
call_uuid | The uuid of the incoming call. |
supervisor_destination | Target number that the supervisor wants to monitor. |
whisper_to_agent optional | true or false Can be used when a supervisor needs to assist an agent during a customer conversation. It allows the supervisor to converse with the agent without the customer hearing, while the supervisor and agent can both hear the customer. |
Response Parameter:
success | true if successful, otherwise error. |
Example of a successful request:
Request:
{ "access_key": "XXXXX-XXXX-XXXXXX", "supervisor_key": "XXXXX-XXXX-XXXXXX", "call_uuid": "39d3f096-ad39-4fb1-a666-8353b27e2a8b", "supervisor_destination": "+4922155400300", "whisper_to_agent": true }
API Response:
HTTP Status Code: 200 (OK)
{ "success": true }