SUPERVISE_CALL_REQ
At any time, for monitoring quality of service, training, and so on, a supervisor client can send a SUPERVISE_CALL_REQ message to Unified CCX to request barge-in or interception of a call. At the end of such call supervision, a supervisor client should send a SUPERVISE_CALL_REQ message with SUPERVISOR_CLEAR as the SupervisorAction value to disconnect the supervisor's device from the call. The SUPERVISE_CALL_REQ message, defined in the following tables, allows a supervisor client to supervise an agent's call, either through barge-in or interception.
|
Fixed part Field name |
Value |
Data type |
Byte size |
|---|---|---|---|
|
InvokeID |
A unique ID generated by the CTI client for each request message. This ID is returned in the corresponding confirmation message. |
UINT |
4 |
|
reserved |
Set this value to 1. |
UINT |
4 |
|
AgentCallID |
The Call ID value assigned to the call by Unified CCX. This Call ID value is normally the Integer CallID on the agent’s device. |
UINT |
4 |
|
SupervisorCallID |
The Call ID value of the supervisor. If there is no supervisor call, this field must be set to 0xffffffff. |
UINT |
4 |
|
AgentConnectionDeviceType |
The type of device ID supplied in the AgentConnectionDeviceID floating field. See ConnectionDeviceType Values. |
USHORT |
2 |
|
SupervisorConnectionDeviceType |
The type of device ID supplied in the SupervisorConnectionDeviceID floating field. See ConnectionDeviceType Values. |
USHORT |
2 |
|
SupervisoryAction |
One of the values from Table 3 specifying the desired call supervision operation. |
USHORT |
2 |
|
Floating part Field name |
Value |
Data type |
Maximum size |
|---|---|---|---|
|
AgentConnectionDeviceID[90] |
The identifier of the connection of the agent call and the agent's device. Either the CallID and the ConnectionDeviceID, or one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
64 |
|
SupervisorConnectionDeviceID[91] |
The identifier of the connection of the supervisor call and the supervisor's device. Either the CallID and the ConnectionDeviceID, or one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
64 |
|
AgentExtension[4] |
The agent's IP phone extension. Either CallID and ConnectionDeviceID, or one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
16 |
|
AgentInstrument[6] (optional) |
The agent’s IP phone number. |
STRING |
64 |
|
SupervisorInstrument[85] |
The supervisor’s IP phone number. |
STRING |
64 |
|
AgentID[194] (optional) |
The agent’s login ID |
STRING |
129 |
Supervisory Action Values
|
Supervisory Action |
Description |
Value |
|---|---|---|
|
SUPERVISOR_MONITOR |
The supervisor device is to be connected to the call for silent monitoring. This allows the supervisor to hear all parties participating in the ICD call. |
1 |
|
SUPERVISOR_BARGE_IN |
The supervisor device is to be connected to the call as an active participant. This allows the supervisor to speak to all parties participating in the call, as in a conference. |
3 |
|
SUPERVISOR_INTERCEPT |
The supervisor device is to be connected to the call as an active participant and the agent connection will be dropped. |
4 |