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Silent Monitoring API

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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
}

Examples of incorrect requests:

BAD_CREDENTIALS
This error is returned if the access_key or supervisor_key is invalid.

Request:

{
   "access_key": "XXXXX-XXXX-XXXXXX",
   "supervisor_key": "XXXXX-XXXX-XXXXXX",
   "call_uuid": "39d3f096-ad39-4fb1-a666-8353b27e2a8b",
   "supervisor_destination": "+4922155400300"
}

API Response:

HTTP Status Code: 400 (Bad Request)

{
   "error_code": "BAD_CREDENTIALS",
   "error_message": "Bad credentials",
   "field s": []
}
LISTEN_IN_SUPERVISOR_DESTINATION_IN_BLACKLIST
This error is returned if the supervisor_destination is in the ANI-Blacklist

Request:

{
   "access_key": "XXXXX-XXXX-XXXXXX",
   "supervisor_key": "XXXXX-XXXX-XXXXXX",
   "call_uuid": "39d3f096-ad39-4fb1-a666-8353b27e2a8b",
   "supervisor_destination": "+4922155400300"
}

API Response:

HTTP Status Code: 400 (Bad Request)

{
   "error_code": "LISTEN_IN_SUPERVISOR_DESTINATION_IN_BLACKLIST",
   "error_message": "Supervisor destination number+4922155400300 found to be in blacklist",
   "fields": [
      "supervisor_destination"
   ]
}
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