Introduction

Plantronics is renowned for creating high-quality audio communication devices. In recent years, we have been designing intelligence into these devices, together with our software solution that extracts this intelligence to produce valuable insights.

Plantronics Manager Pro enables IT teams to monitor, manage, and maintain their headset environments, including such key activities as monitoring compliance regulations, tracking assets, deploying firmware updates, ensuring conversation quality, debugging problems remotely, identifying usage patterns, and monitoring acoustic events.

With the release of our Open Data Access APIs, developers can now gain access to these valuable insights to create new and exciting applications that harness this data and integrate into other business processes.

Within these APIs, there are two different types of data available, real-time and historic data. Not all analysis suites have both real-time and historic data available (see API List) and not all headsets provide all of the data (see supported headsets).

 

Data Analysis Modules

These APIs align with the 4 analysis modules available in Plantronics Manager Pro and provide access to the same data as shown below. To access the data the customer must still be in subscription to the relevant modules.

Asset Analysis

Manage the entire audio device deployment with Asset Analysis. Capture detailed inventory tracking, check softphone and firmware versions, and detect potential known conflicts before they happen.

  • Device Inventory - View total count and status for all headset audio devices in your organization.
  • Device Distribution - View the distribution of devices among users, including Plantronics and non-Plantronics devices and users without a detected device.
  • Softphone Status - View status of all softphones being used with Plantronics products across your organization.
  • Conflicts Detected - Identify configurations of installed softphone and Plantronics Hub versions with known compatibility conflicts.
  • Version Status - Improve users' performance and experience by ensuring the latest firmware and software are deployed in all your Plantronics hardware and software.

Usage Analysis

Generate insights to gauge headset adoption, understand usage patterns and common actions to help identify potential training opportunities across the organization.

  • Call Summary - Understand device usage patterns including headset calls made/received and call duration.
  • Common Actions - Identify user behavior patterns related to mute, volume, and Quick Disconnect functionality that may hold insights for training and performance.  Real-time data is available for this dataset.
  • Device Adoption - Discover adoption patterns of Plantronics products across your organization.

Conversation Analysis

Using Conversation Analysis improves the quality of conversations and improve the adoption of voice applications by capturing details such as the percentage of speech on each side of the call, the amounts of silence and over-talk.

  • Conversation Details - Improve the quality of conversations by identifying individuals and/or physical locations where the percentage time of over-talk during conversations is higher than normal.
  • Link Quality - Identify cases where the quality of the radio communication link between the USB Bluetooth adapter and headset is poor and may be an indication of system issues.

Acoustic Analysis

Ensure employee safety and compliance with regulations using data provided by Acoustic Analysis to capture insight into the history of the acoustic environment including number of mitigated acoustic events and daily noise exposure averages.

  • Acoustic Events - Review history of acoustic events that occurred during conversations using Plantronics products.
  • Daily Noise Exposure - Identify Time-Weighted Average (TWA) noise exposure that a user is exposed during the working hours.

Looking for legacy client APIs related to call control for Windows-based softphones?

  

 

REST APIs

The REST API’s provide programmatic access to get (read) historical/latent data generated by Plantronics Hub.

The REST based APIs allow you pull data stored in Plantronics Manager Pro to create applications that can discover new insights and unlock the potential of this data. For example, import call summary data from the Usage Analysis suite into an existing PBX platform data – to get a true overall picture of a company’s actual call statistics.

 

Streaming APIs

The streaming APIs give developers low latency access to Plantronics Hub events such as mute enable/disable.  Our streaming APIs leverage the PubNub Data Stream Network

With the streaming APIs you will have access to various deep insights into the headset as they happen allowing you to create endless application.  For example, a contact center manager may want to take agents out of the queue if a quick disconnect event is triggered.  This means the agent is no longer connected and no longer able to take calls.

With streaming events taking less than one second between being captured and delivered and the wealth of information available the possibilities are only limited by your imagination.

In this initial release the streaming APIs supports both mute and quick disconnect for the Plantronics DA70 (quick disconnect only), DA80 and DA90.  Keep returning to this site to see other real time API support as they become available.

Plantronics Streaming Cloud Services process all headset events and publish them to PubNub cloud through unique and separate secure channels for interested partner apps (Look at our Streaming API section for more on how to get this metadata). Apps can then use pubnub's wide array of platform SDKs to subscribe for these headset event messages from PubNub cloud. For more on relevant sdk for your app, please look here at PubNub SDK page.(https://www.pubnub.com/docs). Application developers can get their apps consuming PubNub messages pretty quick. Please look at PubNub documentation to understand how to consume PubNub messages.

Apps making use of the Streaming APIs need a PubNub keyset to be setup in production.