<Coach>
<Coach> enables human agents to be coached by an "invisible" third party, either human or an AI.
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Description
The <Coach> verb allows a caller to connect to an existing session (an active call from a different caller to some destination)
and provide Coaching to either parties on the call. The Coach may spy (listen) in on the conversation or talk (whisper) into the
the other conversation selectively, towards either participant.
Example
<?xml version="1.0" encoding="UTF-8"?>
<Response>
<Say>You are about to barge into a call.</Say>
<Coach policy="barge" finishOnKey="#">465332566cef4d85bdbd88cfe52397c0</Coach>
<Say>Thank you for interrupting the call.</Say>
</Response>
Attributes
The following attributes are supported:
| Attribute Name | Allowed Values | Default Value |
|---|---|---|
policy | listen, whisper, barge | whisper |
spyDirection | none, caller, calee, both | both |
whisperDirection | none, caller, calee, both | As per policy |
finishOnKey | A set of DTMF characters | 1234567890*# |
The text content of the verb MUST be the token of an existing session (that is not the current session where
this verb is running) whose status is either ringing or connected.
When <Coach> is executed, the Cloudonix Platform will locate the specified session and connect the current
caller's audio to the target session's audio. The caller will be able to hear the other session according to
the specification of the spyDirection attribute - either the other caller's speech, the other callee's speech,
both or neither of them. Additionally, the speech of the caller running the <Coach> will be sent according to
the specification of the whisperDirection attribute - to either the other caller, the other callee, to both
or to neither of them.
When the caller running the <Coach> verb sends one of the DTMF keys specified in the finishOnKey attribute, the
<Coach> verb ends and the application continues to the next verb in the CXML. Additionally, the <Coach> verb will
end if the target session ends.
Attribute: policy
The policy attribute is provided as a shortcut for common "coaching" situations, as an alternative to specifying
either spyDirection or whisperDirection:
listen- the coach listens in on the conversation but cannot be heard.whisper- the coach listens in on the conversation and can only be heard by the other caller.barge- the coatch listens in on the conversation and can be heard by both of the participant of the other call.
The setting of policy only affects the default value of whisperDirection - if both are set, only the value of
whisperDirection takes effect.
Attribute: spyDirection
Specify which directions of the target session to listen to - i.e. which sides of the target session will send audio back to this session.
Attribute: whisperDirection
Specify which directions of the target session speech will be sent to - i.e. which sides of the target session will hear audio from this session.
Attribute: finishOnKey
Specify the list of DTMF signals that the current caller can send to end the <Coach> verb. By default any DTMF signal will
end the <Coach> verb.