Cisco Cisco IP Contact Center Release 4.6.2 Installation Guide
A-9
Remote Silent Monitoring Installation and Administration Guide
Appendix A API Extensions
VLEngine HTTP API
Returns
proxyMonitorAgentForVRU.jsp
Allows monitoring of calls on IP IVR or CVP VRU. Handles requests for
streaming audio data, which the IP IVR CRS Editor’s Prompt step does not
provide. Called by call flow script (IP IVR, or CVP).
streaming audio data, which the IP IVR CRS Editor’s Prompt step does not
provide. Called by call flow script (IP IVR, or CVP).
Parameters
agentID: ID of agent to monitor.
escapeOnDTMF2: True or false. Set to true to escape monitoring when DTMF 2
is pressed (i.e., the number 2) or when a browsing mode is enabled (i.e., press the
2 key to advance to next agent). Set to false when a single agent is being
monitored (i.e., the 2 key has no meaning).
is pressed (i.e., the number 2) or when a browsing mode is enabled (i.e., press the
2 key to advance to next agent). Set to false when a single agent is being
monitored (i.e., the 2 key has no meaning).
outputFormat: Specifies format of returned data:
plain: Equivalent to vxml (below).
Parameter
Type
<TEXTUAL DATA>
Conversation sub-dialog VXML page, as per
outputFormat and hasTTS parameter. Also,
returned VXML document or sub-dialog will
also exit or return one of parameters listed
below (INVALID_USER_ID, SUCCESS, etc.).
outputFormat and hasTTS parameter. Also,
returned VXML document or sub-dialog will
also exit or return one of parameters listed
below (INVALID_USER_ID, SUCCESS, etc.).
INVALID_USER_ID
Caller’s user ID is invalid
INVALID_FILTER_ID
Skillgroup or call type ID is invalid or cannot be
recognized
recognized
INVALID_PARAMETERS
One or more required parameters not specified
NO_TALKING_AGENTS
No agents are currently talking in the system
GENERAL_ERROR
See
topic in
Chapter 7, Troubleshooting
SUCCESS
Operation was successful