Allow | 2020-05-21 15:55:46 UTC | #1

We have three training functions we support:

1. Listen (Where a supervisor can listen on an existing call and neither the agent nor the customer can hear them).
2. Join (Where a supervisor can join a call and if they talk both the agent and the customer can hear them).
3. Coach (Where a supervisor can join a call and if they talk only the agent can hear them (the customer cannot).

I figured out how to do #1 by using /api/v2/conversations/calls/{conversationId}/participants/{participantId}/monitor

However I have not been able to achieve #2 or #3 above. Which functions would I use for #2 and #3 above? The call will already be established between the agent and the customer. The supervisor will be the one taking action to insert themselves into the call as well.

tim.smith | 2020-05-21 18:42:54 UTC | #2

2 must be done from the agent's perspective by creating a conference and adding the supervisor.

3 isn't possible.

You can request new features and share your use cases at https://purecloud.ideas.aha.io/ideas.

Allow | 2020-05-21 19:03:24 UTC | #3

Got it. What is the preferred function for creating a conference call?

tim.smith | 2020-05-21 19:08:11 UTC | #4

PATCH /api/v2/conversations/calls/{conversationId}

system | 2020-06-21 19:08:13 UTC | #5

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