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                 (optional)
}

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",
    "fields": []
}

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"]
}