Supervisor API Methods

The Supervisor APIs provide the functionality to supervisors mainly for managing Agents, these functions include monitoring Agents' calls, switching Agents' status, chatting with Agents, etc. The categories below are for organizational purposes only.

Agent Status

The Agent Status APIs give supervisors the ability to control Agents' status, i.e. change them to ready/not ready or log them off.

Change To Ready

Description: Used to change the Agents' status to 'Ready'.

User Roles: Sysadmin, Superuser, or Manager

Method: POST /callControl/supervisor/agent/status/ready

Parameters:

None

Body:

Key	Type	Mandatory?	Description
agents	Array	Yes	An array of Agent login IDs which needs to be changed to the 'Ready' state.
message	String	No	A string containing a message to send to the Agent.

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

agents

Array

Yes

An array of Agent IDs and the result of the change request

Key	Type	Mandatory?	Description
agentLoginId	String	Yes	Agent login ID.
status	String	Yes	Indicates if the Agent status was changed to 'Ready'.

Change Agent to Ready

#Request (JSON)
POST /callControl/supervisor/agent/status/ready
Content-Type: application/json
Accept: application/json
Host: localhost.com

{
  "agents": [
    "LV_TEST"
  ],
  "message": "Get in ready"
}

#Response
200 OK
Content-Type: application/json

{
  "agents": [
    {
      "agentLoginId": "LV_TEST",
      "status": "Success"
    }
  ]
}

CODE

Change To Not Ready

Description: Used to change the Agents' status to 'Not Ready'.

User Roles: Sysadmin, Superuser, or Manager

Method: POST /callControl/supervisor/agent/status/notReady

Parameters:

None

Body:

Key Type Mandatory? Description

agents

Array

Yes

Array of Agent login IDs to change to 'Not Ready'.

reasonCode

String

No

The reason for being in 'Not Ready', valid values are:

BREAK
LUNCH
MEETING
OTHER
TECH_DIFFICULTIES
TRAINING

message String No A string containing a message to send to the Agent.

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

agents

Sequence

Yes

A sequence of Agent IDs and the result of the change request

Key	Type	Mandatory?	Description
agentLoginId	String	Yes	Agent login ID.
status	String	Yes	Indicates if the Agent status was changed to 'Not Ready'.

Change Agent to Not Ready

#Request (JSON)
POST /callControl/supervisor/agent/status/notReady
Content-Type: application/json
Accept: application/json
Host: localhost.com

{
  "agents": [
    "LV_TEST"
  ],
  "reasonCode": "LUNCH",
  "message": "Change to not ready when going to lunch"
}


#Response
200 OK
Content-Type: application/json

{
  "agents": [
    {
      "agentLoginId": "LV_TEST",
      "status": "Success"
    }
  ]
}

CODE

Logoff Agents

Description: Used to log off Agents.

User Roles: Sysadmin, Superuser, or Manager

Method: POST /callControl/supervisor/agent/status/logoff

Parameters:

None

Body:

Key	Type	Mandatory?	Description
agents	Array	Yes	An array of Agent login IDs to log off.
message	String	No	A string containing a message to send to the Agents.

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

agents

Array

Yes

An array of Agents and the result of the logoff request

Key	Type	Mandatory?	Description
agentLoginId	String	Yes	Agent login ID.
status	String	Yes	Indicates if the Agent was logged off.

Logoff Agent

#Request (JSON)
POST /callControl/supervisor/agent/status/logoff
Content-Type: application/json
Accept: application/json
Host: localhost.com

{
  "agents": [
    "LV_SEB"
  ],
  "message": "Take a break"
}


#Response
200 OK
Content-Type: application/json

{
  "agents": [
    {
      "agentLoginId": "LV_SEB",
      "status": "Successfully logged off."
    }
  ]
}

CODE

Chat

The Chat APIs provide the various functions necessary for supervisors to chat with Agents.

Broadcast Chat Message

Description: Used to send the initial message to a list of Agents, creating a new chat session or if an Agent already has a chat session, the message is appended to the current session. Message failure can occur if one or more of the Agents are in a state where they cannot receive a chat or are in the process of logging out.

User Roles: Sysadmin, Superuser, or Manager

Method: POST /callControl/supervisor/chat/broadcast

Parameters:

None

Body:

Key Type Mandatory? Description

usersInfo

Array

Yes

An array of Agents to send chat message.

Key	Type	Mandatory?	Description
userLoginId	String	Yes	Agent login ID.
canReply	Boolean	Yes	If `true`, Agent can reply to the message.

message String Yes A string containing a message to send to the Agents.

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

broadcastStatus

Array

Yes

An array of Agent IDs indicating if the message was sent successfully.

Key	Type	Mandatory?	Description
userLoginId	String	Yes	Agent login ID.
sent	Boolean	Yes	If `true`, the message was sent to the Agent, otherwise a `false` is returned.

Broadcast Chat to Agents

#Request (JSON)
POST /callControl/supervisor/chat/broadcast
Host: localhost.com
Content-Type: application/json
Accept: application/json  

{
  "usersInfo":[{
    "userLoginId":"lv_usr1",
    "canReply":true
  }],
 "message":"Hello"
}


#Response
200 OK
Content-Type: application/json

{
  "broadcastStatus":[{
     "usersLoginId":"lv_usr1",
     "sent":true
  }]
}

CODE

Get Chat Message

Description: Gets a list of new messages available for the supervisor.

User Roles: Sysadmin, Superuser, or Manager

Method: POST /callControl/supervisor/chat/messages

Parameters:

None

Body:

Key Type Mandatory? Description

filter

Object

Yes

Specifies filter criteria for which messages to receive

Key	Type	Mandatory?	Description
messageReceivedAfter	dateTime	No	Only receive messages after the specified timestamp.
excludeOwn	Boolean	Yes	If `true`, users' own messages will not be returned in the response.

Response Code: 200 OK

Body:

Key Type Mandatory? Description

chatList

Array

Yes

An array of chat messages

Key Type Mandatory? Description

userLoginId String Yes ID of the Agent who is the recipient of the message

messageList

Array

No

Array of messages

Key	Type	Mandatory?	Description
message	String	Yes	Chat message.
senderId	String	Yes	ID of the sender.
timestamp	dateTime	Yes	Chat timestamp.

canReply Boolean Yes If true, Agent can respond to message.

timestamp dateTime No The most recent timestamp found in the message lists returned.

Get Chat Message

#Request (JSON)
POST /callControl/supervisor/chat/message
Host: localhost.com
Content-Type: application/json
Accept: application/json  

{   
   "filter":    {		
      "messageReceivedAfter": "1416817899000",
      "excludeOwn": "false"
   }
}

#Response
200 OK
Content-Type: application/json

{
    "chatList": [{
        "messageList": [{
            "message": "Lunch with team",
            "senderId": "SEBYSA",
            "timestamp": "1416817899000"
        },
        {
            "message": "I am free ",
            "senderId": "SEBYSA",
            "timestamp": "1416817899000"
        }],
        "userLoginId": "lv_usr1",
        "canReply": false
    }],
    "timestamp": "1416817899000"
}

CODE

Send Chat Message

Description: Used to send a chat message.

User Roles: Sysadmin, Superuser, or Manager

Method: POST /callControl/supervisor/chat/send

Parameters:

None

Body:

Key	Type	Mandatory?	Description
userLoginId	String	Yes	ID of the user to be sent chat.
message	String	Yes	The message to be sent to the User.

Response Code: 204 No Content

Body:

None

Send Chat Message

#Request (JSON)
POST /callControl/supervisor/chat/send
Host: localhost.com
Content-Type: application/json
Accept: application/json  

{
	"userLoginId": "lv_usr1",   
	"message": "I am free"
}
 
#Response
204 No Content

CODE

Terminate Chat Session

Description: Terminates an existing chat session.

User Roles: Sysadmin, Superuser, or Manager

Method: POST /callControl/supervisor/chat/end?userLoginId={userLoginId}

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
userLoginId	userLoginId	String	Yes	ID of the Agent to end the chat session for.

Body:

None

Response Code: 204 No Content

Body:

None

Terminate Chat Session

#Request
POST /callControl/supervisor/chat/end?userLoginId=lv_usr1
Host: localhost.com
Content-Type: application/json
Accept: application/json   

#Response
204 No Content

CODE

Monitor

The Monitor APIs provide supervisors with the ability to monitor, coach, and barge Agent calls.

Start Monitor Call

Description: Used by a supervisor to establish the connection to LiveVox before they can monitor calls.

User Roles: Sysadmin, Superuser, or Manager

Method: POST /callControl/supervisor/monitor/start?numberToDial={numberToDial}[&extension={extention}]

Parameters:

Query/Path Parameter Name	Variable Name	Type	Mandatory?	Description
numberToDial	numberToDial	String	Yes	Supervisor's Phone Number
extension	extention	String	No	Extension of the Supervisor

Body:

None

Response Code: 200 OK

Body:

Key	Type	Mandatory?	Description
activeCall	Boolean	Yes	If `true`, the User currently has an audio path established for monitoring.

Establish Supervisor Call

#Request
POST /callControl/supervisor/monitor/start?numberToDial=6505317524
Host: localhost.com
Content-Type: application/json
Accept: application/json  

#Response
204 No Content

CODE

Get Monitor Call State

Description: Used to determine whether or not a User has an audio path established to monitor calls.

User Roles: Sysadmin, Superuser, Manager

Method: GET /callControl/supervisor/monitor/state

Parameters:

None

Body:

None

Response Code: 200 OK

Body:

Key	Type	Mandatory?	Description
activeCall	Boolean	Yes	If `true`, the User currently has an audio path established for monitoring.

Get Supervisor Call State

#Request (JSON)
GET /callControl/supervisor/monitor/state
Host: localhost.com
Content-Type: application/json
Accept: application/json  

#Response
200 OK
Content-Type: application/json

{
  "activeCall": true
}

CODE

Listen To Agent

Description: Used by a supervisor to listen to an agent's current call, no one on the call will be able to hear the supervisor.

User Roles: Sysadmin, Superuser, Manager

Method: POST /callControl/supervisor/monitor/listen?agentLoginId={agentLoginId}

Parameters:

Query/Path Parameter Name	Variable Name	Type	Mandatory?	Description
agentLoginId	agentLoginId	String	Yes	ID of the Agent

Body:

None

Response Code: 204 No Content

Body:

None

Listen to Agent Call

#Request
POST /callControl/supervisor/monitor/listen?agentLoginId=LV_TEST
Host: localhost.com
Content-Type: application/json
Accept: application/json  

#Response
204 No Content

CODE

Coach Agent

Description: Used by a supervisor to coach an Agent, this means that only the Agent can hear what the supervisor is saying.

User Roles: Sysadmin, Superuser, or Manager

Method: POST /callControl/supervisor/monitor/coach?agentLoginId={agentLoginId}

Parameters:

Query/Path Parameter Name	Variable Name	Type	Mandatory?	Description
agentLoginId	agentLoginId	String	Yes	ID of the Agent to being coaching.

Body:

None

Response Code: 204 No Content

Body:

None

Coach Agent on a Call

#Request
POST /callControl/supervisor/monitor/coach?agentLoginId=LV_TEST
Host: localhost.com
Content-Type: application/json
Accept: application/json  

#Response
204 No Content

CODE

Barge Into Conference

Description: Used to barge into Agent's current call, all parties on the call will be able to hear the supervisor.

User Roles: Sysadmin, Superuser, or Manager

Method: POST /callControl/supervisor/monitor/barge?agentLoginId={agentLoginId}

Parameters:

Query/Path Parameter Name	Variable Name	Type	Mandatory?	Description
agentLoginId	agentLoginId	String	Yes	ID of the Agent conference to barge into.

Body:

None

Response Code: 204 No Content

Body:

None

Barge into Conference

#Request
POST /callControl/supervisor/monitor/barge?agentLoginId=LV_TEST
Host: localhost.com
Content-Type: application/json
Accept: application/json  

#Response
204 No Content

CODE

Service

The Service APIs allow supervisors to get information on what Services they have access to, get their SIP credentials, and switch the Services Agents are logged into.

Get Services Allowed

Description: Used to get all Services the supervisor has access to.

User Roles: Sysadmin, Superuser, or Manager

Method: GET /callControl/supervisor/service/access

Parameters:

None

Body:

None

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

callCenters

Array

Yes

Array of Call Centers and Services the supervisor has access to.

Key

Type

Mandatory?

Description

callCenterId

Integer

Yes

ID of the Call Center.

callCenterName

String

Yes

Name of the Call Center.

services

Array

Yes

An array of Services the supervisor has access to.

Key	Type	Mandatory?	Description
serviceId	Integer	Yes	ID of the Service.
serviceName	String	Yes	Name of the Service.

Get Services Allowed

#Request (JSON)
GET /callControl/supervisor/service/access
Host: localhost.com
Content-Type: application/json
Accept: application/json  

#Response
200 OK
Content-Type: application/json

{"callCenters": [
      {
      "services": [      {
         "serviceId": 23114,
         "serviceName": "Inskill feature code 1"
      }],
      "callCenterId": 1718,
      "callCenterName": "Call Center 2"
   },
      {
      "services": [      {
         "serviceId": 45165,
         "serviceName": "TEST_MANUAL"
      }],
      "callCenterId": 3086,
      "callCenterName": "TEST Call Center"
   }
]}

CODE

Switch Service

Description: Used by a supervisor to switch the Service Agents are using.

User Roles: Sysadmin, Superuser, or Manager

Method: POST /callControl/supervisor/agent/service/switch

Parameters:

None

Body:

Key	Type	Mandatory?	Description
agents	Array	Yes	An array of Agents that the supervisor wants to switch to a new Service.
targetServiceId	Integer	Yes	The Service ID to which the Agents will be moved.
message	String	No	A message to send to the Agent.

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

agents

Array

Yes

An array of Agents and the result of the switch request

Key

Type

Mandatory?

Description

agentLoginId

String

Yes

Agent ID.

message

String

Yes

Indicates if the Agent was successfully switched to the new Service, possible values are:

successful
queued
failed

Switch Agent Service

#Request (JSON)
POST /callControl/supervisor/agent/service/switch
Content-Type: application/json
Accept: application/json
Host: localhost.com

{
  "agents": [
    "LV_TEST"
  ],
  "targetServiceId": 33722,
  "message": "new skill"
}


#Response
200 OK
Content-Type: application/json

{
  "agents": [
    {
      "agentLoginId": "LV_TEST",
      "message": "Completed: Success"
    }
  ]
}

CODE

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Supervisor API Methods

Agent Status

Change To Ready

Change To Not Ready

Logoff Agents

Chat

Broadcast Chat Message

Get Chat Message

Send Chat Message

Terminate Chat Session

Monitor

Start Monitor Call

Get Monitor Call State

Listen To Agent

Coach Agent

Barge Into Conference

Service

Get Services Allowed

Switch Service

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