updateMonitorParticipantState(connect.MonitoringMode.SILENT_MONITOR) how to use in practice?

[hausermatt]

we have this API but how can we use it for a contact we may not have? Assuming the agent performing this API call is a supervisor/manager, how will they call this on a given contact ...if they don't have a contact yet. From what I found, there was no way for a supervisor/manager agent to retrieve ongoing contacts currently in the same instance.

[vpogudina]

This API is intended to be used after silent_monitoring has been initiated from real time metrics page in admin console. After silent_monitoring has been initiated - updateMonitorParticipantState(connect.MonitoringMode.BARGE) can be used, if that feature is enabled, and after that if supervisor wants to return back to monitoring - updateMonitorParticipantState(connect.MonitoringMode.SILENT_MONITOR) can be used in that case.

I hope that helps. Feel free to reopen the issue, if you still have remaining questions.

[gjesse]

Just to be clear @vpogudina - you are saying that the only way to initiate silent monitoring is from the real time metrics page? I'm having a little trouble what use case is envisioned for this API if it requires using your interface to initiate it. We're building a fully custom control panel and were hoping to integrate the monitor/barge functions in our existing product. Requiring our customers to go to the real time metrics page and then come back to our product seems like a less than ideal user experience.

[vpogudina]

There is a public API to initiate monitoring that you can use to initiate silent monitoring. https://docs.aws.amazon.com/connect/latest/APIReference/API_MonitorContact.html

updateMonitorParticipantState API is intended to be use to update current monitoring state, when you have more than one AllowedMonitorCapabilities

[vpogudina]

And possibly this https://docs.aws.amazon.com/connect/latest/APIReference/API_GetCurrentUserData.html API can help getting contacts, but I haven't tried myself.

[vpogudina]

Just to clarify - https://docs.aws.amazon.com/connect/latest/APIReference/API_MonitorContact.html this can be used to initiate monitoring, and after that updateMonitorParticipantState(connect.MonitoringMode.BARGE) / updateMonitorParticipantState(connect.MonitoringMode. SILENT_MONITOR) should be used to initiate barge, return back to monitoring same contact.

[hausermatt]

Just to clarify - https://docs.aws.amazon.com/connect/latest/APIReference/API_MonitorContact.html this can be used to initiate monitoring, and after that updateMonitorParticipantState(connect.MonitoringMode.BARGE) / updateMonitorParticipantState(connect.MonitoringMode. SILENT_MONITOR) should be used to initiate barge, return back to monitoring same contact.

right understood. that's what I'm trying now, however I'm experiencing an error when I initiate monitoring via API_MonitorContact and then the subsequent updateMonitorParticipantState(connect.MonitoringMode.BARGE) via streams API call fails. I can open up a new issue for this

UPDATE: it turns out the initial API call to monitor contact has to have SILENT_MONITOR AND BARGE listed as capabilities in order for the subsequent updateMonitorParticipantState(connect.MonitoringMode.BARGE) streams call to work