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Amazon Connect Streams Documentation

(c) 2018-2020 Amazon.com, Inc. All rights reserved.

Important Announcements

  1. July 2020 -- We recently changed the new, omnichannel, CCP's behavior when it encounters three voice-only agent states: FailedConnectAgent, FailedConnectCustomer, and AfterCallWork.
    • FailedConnectAgent -- Previously, we required the agent to click the "Clear Contact" button to clear this state. When the agent clicked the "Clear Contact" button, the previous behavior took the agent back to the Available state without fail. Now the FailedConnectAgent state will be "auto-cleared", much like FailedConnectCustomer always has been.
    • FailedConnectAgent and FailedConnectCustomer -- We are now using the contact.clear() API to auto-clear these states. As a result, the agent will be returned to their previous visible agent state (e.g. Available). Previously, the agent had always been set to Available as a result of this "auto-clearing" behavior. Note that even custom CCPs will behave differently with this update for FailedConnectAgent and FailedConnectCustomer.
    • AfterCallWork -- As part of the new contact.clear() behavior, clicking "Clear Contact" while in AfterCallWork will return the agent to their previous visible agent state (e.g. Available, etc.). Note that custom CCPs that implement their own After Call Work behavior will not be affected by this change.
      • We are putting contact.complete() on a deprecation path. Therefore, you should start using contact.clear() in its place. If you want to emulate CCP's After Call Work behavior in your customer CCP, then make sure you use contact.clear() when clearing voice contacts.

Overview

The Amazon Connect Streams API (Streams) gives you the power to integrate your existing web applications with Amazon Connect. Streams lets you embed the Contact Control Panel (CCP) UI components into your page, and/or handle agent and contact state events directly giving you the power to control agent and contact state through an object oriented event driven interface. You can use the built in interface or build your own from scratch: Streams gives you the choice. This library must be used in conjunction with amazon-connect-chatjs in order to utilize Amazon Connect's Chat functionality.

Architecture

Click here to view a quick architecture overview of how the Amazon Connect Streams API works.

Getting Started

Upgrading to the Latest Version of the CCP (AKA /ccp-v2)?

If you are migrating to the new CCP, we encourage you to upgrade to the latest version of this repository. You should also upgrade to the latest version of RTC-JS as well, if you are using it. For a complete migration guide to the new CCP, and to fully understand the differences when using Streams with the new CCP, please see this post: https://docs.aws.amazon.com/connect/latest/adminguide/upgrade-to-latest-ccp.html. Also see: https://docs.aws.amazon.com/connect/latest/adminguide/upgrade-ccp-streams-api.html.

Whitelisting

The first step to using the Streams API is to whitelist the pages you wish to embed. For our customer's security, we require that all domains which embed the CCP for a particular instance are explicitly whitelisted. Each domain entry identifies the protocol scheme, host, and port. Any pages hosted behind the same protocol scheme, host, and port will be allowed to embed the CCP components which are required to use the Streams library.

To whitelist your pages:

  1. Login to your AWS Account, then navigate to the Amazon Connect console.
  2. Choose the instance alias of the instance to whitelist pages for to load the settings Overview page for your instance.
  3. Choose "Application integration" link on the left.
  4. Choose "+ Add Origin", then enter a domain URL, e.g. "https://example.com", or "https://example.com:9595" if your website is hosted on a non-standard port.

A few things to note:

  • Whitelisted domains must be HTTPS.
  • All of the pages that attempt to initialize the Streams library must be hosted on domains that are whitelisted as per the previous steps.
  • All open tabs that contain an initialized Streams library or any other CCP tabs opened will be synchronized. This means that state changes made in one open window will be communicated to all open windows.
  • Using multiple browsers at the same time for the same connect instance is not supported, and causes issues with the rtc communication.

Downloading Streams with npm

npm install amazon-connect-streams

Importing Streams with npm and ES6

import "amazon-connect-streams";

This will make the connect variable available in the current context.

Usage with TypeScript

amazon-connect-streams is compatible with TypeScript. You'll need to use version 3.0.1 or higher:

import "amazon-connect-streams";

connect.initCCP({ /* ... */ });

Downloading Streams from Github

The next step to embedding Amazon Connect into your application is to download the Streams library from GitHub. You can do that by cloning our public repository here:

$ git clone https://github.com/aws/amazon-connect-streams

Once you download streams, change into the directory and build it:

$ cd amazon-connect-streams
$ make

This will generate a file called connect-streams-${VERSION}.js, this is the full Amazon Connect Streams API which you will want to include in your page. You can serve connect-streams-${VERSION}.js with your web application.

Build your own with NPM

Install latest LTS version of NodeJS

You will also need to have gulp installed. You can install gulp globally.

$ npm install -g gulp
$ git clone https://github.com/aws/amazon-connect-streams
$ cd amazon-connect-streams
$ npm install
$ npm run release

Find build artifacts in release directory - This will generate a file called connect-streams.js and the minified version of the same connect-streams-min.js - this is the full Connect Streams API which you will want to include in your page.

To run unit tests:

$ npm run gulp-test

Using the AWS SDK and Streams

Streams has a "baked-in" version of the AWS-SDK in the ./src/aws-client.js file. Make sure that you import Streams before the AWS SDK so that the AWS object bound to the Window is the object from your manually included SDK, and not from Streams.

Initialization

Initializing the Streams API is the first step to verify that you have everything set up correctly and that you are able to listen for events.

connect.core.initCCP()

<!DOCTYPE html>
<meta charset="UTF-8">
<html>
  <head>
    <script type="text/javascript" src="amazon-connect-1.4.js"></script>
  </head>
  <!-- Add the call to init() as an onload so it will only run once the page is loaded -->
  <body onload="init()">
    <div id=containerDiv style="width: 400px;height: 800px;"></div>
    <script type="text/javascript">
      var instanceURL = "https://my-instance-domain.awsapps.com/connect/ccp-v2/";
      // initialise the streams api
      function init() {
        // initialize the ccp
        connect.core.initCCP(containerDiv, {
          ccpUrl: instanceURL,            // REQUIRED
          loginPopup: true,               // optional, defaults to `true`
          region: "eu-central-1",         // REQUIRED for `CHAT`, optional otherwise
          softphone: {                    // optional
            allowFramedSoftphone: true,   // optional
            disableRingtone: false,       // optional
            ringtoneUrl: "./ringtone.mp3" // optional
           }
         });
      }
    </script>
  </body>
</html>

Integrates with Amazon Connect by loading the pre-built CCP located at ccpUrl into an iframe and placing it into the containerDiv provided. API requests are funneled through this CCP and agent and contact updates are published through it and made available to your JS client code.

  • ccpUrl: The URL of the CCP. This is the page you would normally navigate to in order to use the CCP in a standalone page, it is different for each instance.
  • region: Amazon connect instance region. ex: us-west-2. only required for chat channel.
  • loginPopup: Optional, defaults to true. Set to false to disable the login popup which is shown when the user's authentication expires.
  • loginPopupAutoClose: Optional, defaults to false. Set to true in conjunction with the loginPopup parameter to automatically close the login Popup window once the authentication step has completed. If the login page opened in a new tab, this parameter will also auto-close that tab.
  • loginUrl: Optional. Allows custom URL to be used to initiate the ccp, as in the case of SAML authentication.
  • softphone: This object is optional and allows you to specify some settings surrounding the softphone feature of Connect.
    • allowFramedSoftphone: Normally, the softphone microphone and speaker components are not allowed to be hosted in an iframe. This is because the softphone must be hosted in a single window or tab. The window hosting the softphone session must not be closed during the course of a softphone call or the call will be disconnected. If allowFramedSoftphone is true, the softphone components will be allowed to be hosted in this window or tab.
    • disableRingtone: This option allows you to completely disable the built-in ringtone audio that is played when a call is incoming.
    • ringtoneUrl: If the ringtone is not disabled, this allows for overriding the ringtone with any browser-supported audio file accessible by the user.
  • chat: This object is optional and allows you to specify ringtone params for Chat.
    • disableRingtone: This option allows you to completely disable the built-in ringtone audio that is played when a chat is incoming.
    • ringtoneUrl: If the ringtone is not disabled, this allows for overriding the ringtone with any browser-supported audio file accessible by the user.

A few things to note:

  • You have the option to show or hide the pre-built UI by showing or hiding the containerDiv into which you place the iframe, or applying a CSS rule like this:
.containerDiv iframe {
  display: none;
}
  • The pre-built CCP UI is portrait oriented and capable of contracting horizontally to fit smaller widths. It can expand from a width of 200px to a maximum of 320px based on the size of its container div. If the CCP is placed into a container where it would be sized under 221px in width, the CCP switches to a different layout style with smaller buttons and fonts.
  • In its normal larger style, the CCP is 465px tall. In its smaller form, the CCP is reduced to 400px tall.
  • CSS styles you add to your site will NOT be applied to the CCP because it is rendered in an iframe.
  • If you are trying to use chat specific functionalities, please also include ChatJS in your code. We omit ChatJS from the Makefile so that streams can be used without ChatJS. Streams only needs ChatJS when it is being used for chat. Note that when including ChatJS, it must be imported after StreamsJS, or there will be AWS SDK issues (ChatJS relies on the ConnectParticipant Service, which is not in the Streams AWS SDK).
  • If you'd like access to the WebRTC session to further customize the softphone experience you can use connect-rtc-js. Please refer to the connect-rtc-js readme for detailed instructions on integrating connect-rtc-js with Streams.

connect.core

connect.core.terminate()

var containerDiv = document.getElementById("containerDiv");
connect.core.initCCP(containerDiv, { /* ... */ });

// some time later...
connect.core.terminate();
var iframe = containerDiv.firstElementChild; // assumes there's nothing else in the container
containerDiv.removeChild(iframe);

Unitializes Amazon Connect Streams. Removing any subscription methods that have been called.

The CCP iframe will not be removed though, so you'll have to manually remove it.

connect.core.viewContact()

var contactId = new connect.Agent().getContacts()[0].getContactId();
connect.core.viewContact(contactId);

Changes the currently selected contact in the CCP user interface. Useful when an agent handles more than one concurrent chat.

connect.core.onViewContact()

connect.core.onViewContact(function(event) {
  var contactId = event.contactId;
  // ...
});

Subscribes a callback that executes whenever the currently selected contact on the CCP changes. The callback is called when the contact changes in the UI (i.e. via click events) or via connect.core.viewContact().

connect.core.onAuthFail()

connect.core.onAuthFail(function() { /* ... */ });

Subscribes a callback that executes whenever authentication fails (e.g. SAML authentication).

connect.core.onAccessDenied()

connect.core.onAccessDenied(function() { /* ... */ });

Subscribes a callback that executes whenever authorization fails (i.e. access denied).

connect.core.getWebSocketManager()

// `connect.ChatSession` is defined by `amazon-connect-chatjs`
connect.ChatSession.create({
  type: connect.ChatSession.SessionTypes.AGENT,
  websocketManager: connect.core.getWebSocketManager()
  // ...
});

Gets the WebSocket manager. This method is only used when integrating with amazon-connect-chatjs. See the amazon-connect-chatjs documentation for more information.

Event Subscription

Event subscriptions link your app into the heartbeat of Amazon Connect by allowing your code to be called when new agent information is available.

Event subscription works by providing callbacks to the Streams API which are called when the agent is initialized, and when contacts are first detected. Then, on*() event subscription methods are provided with callbacks which are called when events occur on those specific objects. These return subscription objects, which for contacts are automatically cleaned up when those contacts no longer exist. Users can also manually unsubscribe from events by calling sub.unsubscribe() on the subscriptions returned by these methods.

connect.agent()

connect.agent(function(agent) { /* ... */ });

Subscribe a method to be called when the agent is initialized. If the agent has already been initalized, the call is synchronous and the callback is invoked immediately. Otherwise, the callback is invoked once the first agent data is received from upstream. This callback is provided with an Agent API object, which can also be created at any time after initialization is complete via new connect.Agent().

connect.contact()

connect.contact(function(contact) { /* ... */ });

Subscribe a method to be called for each newly detected agent contact. Note that this function is not only for incoming contacts, but for contacts which already existed when Streams was initialized, such as from a previous agent session. This callback is provided with a Contact API object for this contact. Contact API objects can also be listed from the Agent API by calling agent.getContacts().

connect.onWebSocketInitFailure()

connect.onWebSocketInitFailure(function() { ... });

Subscribe a method to be called when the WebSocket connection fails to initialize. If the WebSocket has already failed at least once in initializing, the call is synchronous and the callback is invoked immediately. Otherwise, the callback is invoked once the first attempt to initialize fails.

Agent API

The Agent API provides event subscription methods and action methods which can be called on behalf of the agent. There is only ever one agent per Streams instantiation and all contacts and actions are assumed to be taken on behalf of this one agent.

agent.onContactPending()

agent.onContactPending(function(agent) { /* ... */ });

Subscribe a method to be called whenever a contact enters the pending state for this particular agent.

agent.onRefresh()

agent.onRefresh(function(agent) { /* ... */ });

Subscribe a method to be called whenever new agent data is available.

agent.onStateChange()

agent.onStateChange(function(agentStateChange) { /* ... */ });

Subscribe a method to be called when the agent's state changes. The agentStateChange object contains the following properties:

  • agent: The Agent API object.
  • oldState: The name of the agent's previous state.
  • newState: The name of the agent's new state.

agent.onRoutable()

agent.onRoutable(function(agent) { /* ... */ });

Subscribe a method to be called when the agent becomes routable, meaning that they can be routed incoming contacts.

agent.onNotRoutable()

agent.onNotRoutable(function(agent) { /* ... */ });

Subscribe a method to be called when the agent becomes not-routable, meaning that they are online but cannot be routed incoming contacts.

agent.onOffline()

agent.onOffline(function(agent) { /* ... */ });

Subscribe a method to be called when the agent goes offline.

agent.onError()

agent.onError(function(agent) { /* ... */ });

Subscribe a method to be called when the agent is put into an error state. This can occur if Streams is unable to get new agent data, or if the agent fails to accept an incoming contact, or in other error cases. It means that the agent is not routable, and may require that the agent switch to a routable state before being able to be routed contacts again.

agent.onSoftphoneError()

agent.onSoftphoneError(function(error) { /* ... */ });

Subscribe a method to be called when the agent is put into an error state specific to softphone funcionality.

The error argument is a connect.SoftphoneError instance with the following methods: getErrorType(), getErrorMessage(), getEndPointUrl().

agent.onWebSocketConnectionLost()

agent.onWebSocketConnectionLost(function(agent) { ... });

Subscribe a method to be called when the agent is put into an error state specific to losing a WebSocket connection.

agent.onWebSocketConnectionGained()

agent.onWebSocketConnectionGained(function(agent) { ... });

Subscribe a method to be called when the agent gains a WebSocket connection.

agent.onAfterCallWork()

agent.onAfterCallWork(function(agent) { /* ... */ });

Subscribe a method to be called when the agent enters the "After Call Work" (ACW) state. This is a non-routable state which exists to allow agents some time to wrap up after handling a contact before they are routed additional contacts.

agent.getState() / agent.getStatus()

var state = agent.getState();

Get the agent's current AgentState object indicating their availability state type. This object contains the following fields:

  • agentStateARN: The agent's current state ARN.
  • name: The name of the agent's current availability state.
  • startTimestamp: A Date object that indicates when the state was set.
  • type: The agent's current availability state type, as per the AgentStateType enumeration.

agent.getStateDuration() / agent.getStatusDuration()

var millis = agent.getStateDuration();

Get the duration of the agent's state in milliseconds relative to local time. This takes into account time skew between the JS client and the Amazon Connect service.

agent.getPermissions()

var permissions = agent.getPermissions(); // e.g. ["outboundCall"]

Mostly for internal purposes only. Contains strings which indicates actions that the agent can take in the CCP.

agent.getContacts()

var contacts = agent.getContacts(contactTypeFilter);

Gets a list of Contact API objects for each of the agent's current contacts.

  • contactTypeFilter: Optional. If provided, only contacts of the given ContactType enum are returned.

agent.getConfiguration()

var config = agent.getConfiguration();

Gets the full AgentConfiguration object for the agent. This object contains the following fields:

  • agentStates: See agent.getAgentStates() for more info.
  • dialableCountries: See agent.getDialableCountries() for more info.
  • extension: See agent.getExtension() for more info.
  • name: See agent.getName() for more info.
  • permissions: See agent.getPermissions() for more info.
  • routingProfile: See agent.getRoutingProfile() for more info.
  • softphoneAutoAccept: Indicates whether auto accept soft phone calls is enabled.
  • softphoneEnabled: See agent.isSoftphoneEnabled() for more info.
  • username: The username for the agent as entered in their Amazon Connect user account.

agent.getAgentStates()

var agentStates = agent.getAgentStates();

Gets the list of selectable AgentState API objects. These are the agent states that can be selected when the agent is not handling a live contact. Each AgentState object contains the following fields:

  • agentStateARN The agent state ARN.
  • type: The agent state type represented as a AgentStateType enum value.
  • name: The name of the agent state to be displayed in the UI.

agent.getRoutingProfile()

var routingProfile = agent.getRoutingProfile();

Gets the agent's routing profile. The routing profile contains the following fields:

  • channelConcurrencyMap: See agent.getChannelConcurrency() for more info.
  • defaultOutboundQueue: The default queue which should be associated with outbound contacts. See queues for details on properties.
  • name: The name of the routing profile.
  • queues: The queues contained in the routing profile. Each queue object has the following properties:
    • name: The name of the queue.
    • queueARN: The ARN of the queue.
    • queueId: Alias for queueARN.
  • routingProfileARN: The routing profile ARN.
  • routingProfileId: Alias for routingProfileARN.

agent.getChannelConcurrency()

var concurrencyMap = agent.getChannelConcurrency(); // e.g. { VOICE: 0, CHAT: 2 }

// OR

if (agent.getChannelConcurrency("CHAT") > 1) { /* ... */ }

Gets either a number or a map of ChannelType-to-number indicating how many concurrent contacts can an agent have on a given channel. 0 represents a disabled channel. The optional channel argument must be a value of the enum ChannelType.

agent.getName()

var name = agent.getName();

Gets the agent's user friendly display name.

agent.getExtension()

var extension = agent.getExtension();

Gets the agent's phone number. This is the phone number that is dialed by Amazon Connect to connect calls to the agent for incoming and outgoing calls if softphone is not enabled.

agent.getDialableCountries

var countries = agent.getDialableCountries(); // e.g. ["us", "ca"]

Returns a list of eligible countries to be dialed / deskphone redirected.

agent.isSoftphoneEnabled()

if (agent.isSoftphoneEnabled()) { /* ... */ }

Indicates whether the agent's phone calls should route to the agent's browser-based softphone or the telephone number configured as the agent's extension.

agent.setConfiguration()

var config = agent.getConfiguration();
config.extension = "+18005550100";
config.softphoneEnabled = false;
agent.setConfiguration(config {
   success: function() { /* ... */ },
   failure: function(err) { /* ... */ }
});

Updates the agent's configuration with the given AgentConfiguration object. The phone number specified must be in E.164 format or the update fails. Only the extension and softphoneEnabled values can be updated.

Optional success and failure callbacks can be provided to determine if the operation was successful.

agent.setState() / agent.setStatus()

var state = agent.getAgentStates()[0];
agent.setState(state, {
   success: function() { /* ... */ },
   failure: function(err) { /* ... */ }
});

Set the agent's current availability state. Can only be performed if the agent is not handling a live contact.

Optional success and failure callbacks can be provided to determine if the operation was successful.

agent.connect()

var endpoint = connect.Endpoint.byPhoneNumber("+18005550100");
var agent = new connect.Agent();
var queueArn = "arn:aws:connect:<REGION>:<ACCOUNT_ID>:instance/<CONNECT_INSTANCE_ID>/queue/<CONNECT_QUEUE_ID>";

agent.connect(endpoint, {
  queueARN: queueArn,
  success: function() { console.log("outbound call connected"); },
  failure: function(err) {
    console.log("outbound call connection failed");
    console.log(err);
  }
});

Creates an outbound contact to the given endpoint. You can optionally provide a queueARN to associate the contact with a queue.

Optional success and failure callbacks can be provided to determine if the operation was successful.

agent.getAllQueueARNs()

var ARNs = agent.getAllQueueARNs();

Returns a list of the ARNs associated with this agent's routing profile's queues.

agent.getEndpoints() / agent.getAddresses()

var queuesARNs = agent.getAllQueueARNs();
agent.getEndpoints(
   queuesARNs,
   {
      success: function(data) {
         var endpoints = data.endpoints; // or data.addresses
      },
      failure: function(err) {
      }
   }
);

Returns the endpoints associated with the queueARNs specified in queueARNs.

  • queueARNs: Required. Can be a single Queue ARN or a list of Queue ARNs associated with the desired queues.
  • callbacks: Optional. A structure containing success and failure handlers.
    • success: A function for handling a successful API call.
    • failure: A function for handling a failed API call.

agent.toSnapshot()

var snapshot = agent.toSnapshot();

The data behind the Agent API object is ephemeral and changes whenever new data is provided. This method provides an opportunity to create a snapshot version of the Agent API object and save it for future use, such as adding to a log file or posting elsewhere.

agent.mute()

agent.mute();

Sets the agent local media to mute mode.

agent.unmute()

agent.unmute();

Sets the agent localmedia to unmute mode.

agent.onMuteToggle()

agent.onMuteToggle(function(obj) {
   if (obj.muted) { /* ... */ }
});

Subscribe a method to be called when the agent updates the mute status, meaning that agents mute/unmute APIs are called and the local media stream is succesfully updated with the new status.

Contact API

The Contact API provides event subscription methods and action methods which can be called on behalf of a specific contact. Contacts come and go and so should these API objects. It is good practice not to persist these objects or keep them as internal state. If you need to, store the contactId of the contact and make sure that the contact still exists by fetching it from the Agent API object before calling methods on it.

contact.onRefresh()

contact.onRefresh(function(contact) { /* ... */ });

Subscribe a method to be invoked whenever the contact is updated.

contact.onIncoming()

contact.onIncoming(function(contact) { /* ... */ });

Subscribe a method to be invoked when a queue callback contact is incoming. In this state, the contact is waiting to be accepted if it is a softphone call or is waiting for the agent to answer if it is not a softphone call.

contact.onPending()

contact.onPending(function(contact) { /* ... */ });

Subscribe a method to be invoked when the contact is pending. This event is expected to occur before the connecting event.

contact.onConnecting()

contact.onConnecting(function(contact) { /* ... */ });

Subscribe a method to be invoked when the contact is connecting. This works with chat and softphone contacts. This event happens when a call or chat comes in, before accepting (there is an exception for queue callbacks, in which onConnecting's handler is executed after the callback is accepted). Note that once the contact has been accepted, the onAccepted handler will be triggered.

contact.onAccepted()

contact.onAccepted(function(contact) { /* ... */ });

Subscribe a method to be invoked whenever the contact is accepted.

contact.onMissed()

contact.onMissed(function(contact) { /* ... */ });

Subscribe a method to be invoked whenever the contact is missed. This is an event which is fired when a contact is put in state "missed" by the backend, which happens when the agent does not answer for a certain amount of time, when the agent rejects the call, or when the other participant hangs up before the agent can accept.

contact.onEnded()

contact.onEnded(function(contact) { /* ... */ });

Subscribe a method to be invoked whenever the contact is ended or destroyed. This could be due to the conversation being ended by the agent, or due to the contact being missed. Call contact.getState() to determine the state of the contact and take appropriate action.

contact.onDestroy()

contact.onDestroy(function(contact) { /* ... */ });

Subscribe a method to be invoked whenever the contact is destroyed.

contact.onACW()

contact.onACW(function(contact) { /* ... */ });

Subscribe a method to be invoked whenever the contact enters the ACW state. This is after the connection has been closed, but before the contact is destroyed.

contact.onConnected()

contact.onConnected(function(contact) { /* ... */ });

Subscribe a method to be invoked when the contact is connected.

contact.getEventName()

// e.g. contact::connected::01234567-89ab-cdef-0123-456789abcdef
var eventName = contact.getEventName(connect.ContactEvents.CONNECTED);

Returns a formatted string with the contact event and ID. The argument must be a value of the ContactEvents enum.

contact.getContactId()

var contactId = contact.getContactId();

Get the unique contactId of this contact.

contact.getOriginalContactId() / contact.getInitialContactId()

var originalContactId = contact.getOriginalContactId();
//OR
var initialContactId = contact.getInitialContactId();

Get the original (initial) contact id from which this contact was transferred, or none if this is not an internal Connect transfer. This is typically a contact owned by another agent, thus this agent will not be able to manipulate it. It is for reference and association purposes only, and can be used to share data between transferred contacts externally if it is linked by originalContactId.

Note that contact.getOriginalContactId() is the original Streams API name, but it does not match the internal data naming scheme, which is initialContactId, so we added an alias for the same method called contact.getInitialContactId().

contact.getType()

var type = contact.getType();

Get the type of the contact. This indicates what type of media is carried over the connections of the contact.

contact.getState() / contact.getStatus()

var state = contact.getState();

Get an object representing the state of the contact. This object has the following fields:

  • type: The contact state type, as per the ContactStateType enumeration.
  • timestamp: A Date object that indicates when the the contact was put in that state.

contact.getStateDuration() / contact.getStatusDuration()

var millis = contact.getStateDuration();

Get the duration of the contact state in milliseconds relative to local time. This takes into account time skew between the JS client and the Amazon Connect backend servers.

contact.getQueue()

var queue = contact.getQueue();

Get the queue associated with the contact. This object has the following fields:

  • name: The name of the queue.
  • queueARN: The ARN of the queue.
  • queueId: Alias for queueARN.

contact.getQueueTimestamp()

var queueTimestamp = contact.getQueueTimestamp();

Get a Date object with the timestamp associated with when the contact was placed in the queue.

contact.getConnections()

var conns = contact.getConnections();

Get a list containing Connection API objects for each connection in the contact.

contact.getInitialConnection()

var initialConn = contact.getInitialConnection();

Get the initial connection of the contact.

contact.getActiveInitialConnection()

var initialConn = contact.getActiveInitialConnection();

Get the inital connection of the contact, or null if the initial connection is no longer active.

contact.getThirdPartyConnections()

var thirdPartyConns = contact.getThirdPartyConnections();

Get a list of all of the third-party connections, i.e. the list of all connections except for the initial connection, or an empty list if there are no third-party connections.

contact.getSingleActiveThirdPartyConnection()

var thirdPartyConn = contact.getSingleActiveThirdPartyConnection();

In Voice contacts, there can only be one active third-party connection. This method returns the single active third-party connection, or null if there are no currently active third-party connections.

contact.getAgentConnection()

var agentConn = contact.getAgentConnection();

Gets the agent connection. This is the connection that represents the agent's participation in the contact.

contact.getAttributes()

var attributeMap = contact.getAttributes(); // e.g. { "foo": { "name": "foo", "value": "bar" } }

Gets a map of the attributes associated with the contact. Each value in the map has the following shape: { name: string, value: string }.

contact.isSoftphoneCall()

if (contact.isSoftphoneCall()) { /* ... */ }

Determine whether this contact is a softphone call.

contact.isInbound()

if (contact.isInbound()) { /* ... */ }

Determine whether this is an inbound or outbound contact.

contact.isConnected()

if (contact.isConnected()) { /* ... */ }

Determine whether the contact is in a connected state.

Note that contacts no longer exist once they have been removed. To detect these instances, subscribe to the contact.onEnded() event for the contact.

contact.accept()

contact.accept({
   success: function() { /* ... */ },
   failure: function(err) { /* ... */ }
});

Accept an incoming contact.

Optional success and failure callbacks can be provided to determine if the operation was successful.

contact.destroy()

contact.destroy({
   success: function() { /* ... */ },
   failure: function(err) { /* ... */ }
});

Close the contact and all of its associated connections. If the contact is a voice contact, and there is a third-party, the customer remains bridged with the third party and will not be disconnected from the call. Otherwise, the agent and customer are disconnected.

Optional success and failure callbacks can be provided to determine if the operation was successful.

contact.clear()

contact.clear({
   success: function() { /* ... */ },
   failure: function(err) { /* ... */ }
});

This is a more generic form of contact.complete(). Use this for voice and chat contacts to clear the contact when the contact is no longer actively being worked on (i.e. it's one of ERROR, ACW, MISSED, REJECTED). It works for both monitoring and non-monitoring connections.

Optional success and failure callbacks can be provided to determine if the operation was successful.

contact.complete() (TO BE DEPRECATED)

contact.complete({
   success: function() { /* ... */ },
   failure: function(err) { /* ... */ }
});

This API will soon be deprecated and should be replaced with contact.clear(). It completes the contact entirely. That means it should only be used for non-monitoring agent connections.

Optional success and failure callbacks can be provided to determine if the operation was successful.

contact.notifyIssue()

contact.notifyIssue(issueCode, description, {
   success: function() { /* ... */ },
   failure: function(err) { /* ... */ }
});

Provide diagnostic information for the contact in the case something exceptional happens on the front end. The Streams logs will be published along with the issue code and description provided here.

  • issueCode: An arbitrary issue code to associate with the diagnostic report.
  • description: A description to associate with the diagnostic report.

Optional success and failure callbacks can be provided to determine if the operation was successful.

contact.addConnection()

var endpoint = Endpoint.byPhoneNumber("+18005550100");
contact.addConnection(endpoint, {
   success: function() { /* ... */ },
   failure: function(err) { /* ... */ }
});

Add a new outbound third-party connection to this contact and connect it to the specified endpoint.

Optional success and failure callbacks can be provided to determine if the operation was successful.

contact.toggleActiveConnections()

contact.toggleActiveConnections({
   success: function() { /* ... */ },
   failure: function(err) { /* ... */ }
});

Rotate through the connected and on hold connections of the contact. This operation is only valid if there is at least one third-party connection and the initial connection is still connected.

Optional success and failure callbacks can be provided to determine if the operation was successful.

contact.conferenceConnections()

contact.conferenceConnections({
   success: function() { /* ... */ },
   failure: function(err) { /* ... */ }
});

Conference together the active connections of the conversation. This operation is only valid if there is at least one third-party connection and the initial connection is still connected.

Optional success and failure callbacks can be provided to determine if the operation was successful.

contact.toSnapshot()

var snapshot = contact.toSnapshot();

The data behind the Contact API object is ephemeral and changes whenever new data is provided. This method provides an opportunity to create a snapshot version of the Contact API object and save it for future use, such as adding to a log file or posting elsewhere.

Connection API

The Connection API provides action methods (no event subscriptions) which can be called to manipulate the state of a particular connection within a contact. Like contacts, connections come and go. It is good practice not to persist these object or keep them as internal state. If you need to, store the contactId and connectionId of the connection and make sure that the contact and connection still exist by fetching them in order from the Agent API object before calling methods on them.

connection.getContactId()

var contactId = connection.getContactId();

Gets the unique contactId of the contact to which this connection belongs.

connection.getConnectionId()

var connectionId = connection.getConnectionId();

Gets the unique connectionId for this connection.

connection.getEndpoint() / connection.getAddress()

var endpoint = connection.getEndpoint();

Gets the endpoint to which this connection is connected.

connection.getState() / connection.getStatus()

var state = connection.getState();

Gets the ConnectionState object for this connection. This object has the following fields:

  • timestamp: A Date object that indicates when the the connection was put in that state.
  • type: The connection state type, as per the ConnectionStateType enumeration.

connection.getStateDuration() / connection.getStatusDuration()

var millis = connection.getStateDuration();

Get the duration of the connection state, in milliseconds, relative to local time. This takes into account time skew between the JS client and the Amazon Connect service.

connection.getType()

var type = connection.getType()

Get the type of connection. This value is an ConnectionType enum.

connection.getMonitorInfo()

var monitorInfo = conn.getMonitorInfo();

Get the currently monitored contact info, or null if that does not exist.

  • monitorInfo = { agentName: string, customerName: string, joinTime: string }

connection.isInitialConnection()

if (conn.isInitialConnection()) { /* ... */ }

Determine if the connection is the contact's initial connection.

connection.isActive()

if (conn.isActive()) { /* ... */ }

Determine if the contact is active. The connection is active it is incoming, connecting, connected, or on hold.

connection.isConnected()

if (conn.isConnected()) { /* ... */ }

Determine if the connection is connected, meaning that the agent is live in a conversation through this connection.

connection.isConnecting()

if (conn.isConnecting()) { /* ... */ }

Determine whether the connection is in the process of connecting.

connection.isOnHold()

if (conn.isOnHold()) { /* ... */ }

Determine whether the connection is on hold.

connection.destroy()

conn.destroy({
   success: function() { /* ... */ },
   failure: function(err) { /* ... */ }
});

Ends the connection.

Optional success and failure callbacks can be provided to determine if the operation was successful.

connection.sendDigits()

conn.sendDigits(digits, {
   success: function() { /* ... */ },
   failure: function(err) { /* ... */ }
});

Send a digit or string of digits through this connection.

This is only valid for contact types that can accept digits, currently this is limited to softphone-enabled voice contacts.

Optional success and failure callbacks can be provided to determine if the operation was successful.

connection.hold()

conn.hold({
   success: function() { /* ... */ },
   failure: function(err) { /* ... */ }
});

Put this connection on hold.

Optional success and failure callbacks can be provided to determine if the operation was successful.

connection.resume()

conn.resume({
   success: function() { /* ... */ },
   failure: function(err) { /* ... */ }
});

Resume this connection if it was on hold.

Optional success and failure callbacks can be provided to determine if the operation was successful.

VoiceConnection API

The VoiceConnection API provides action methods (no event subscriptions) which can be called to manipulate the state of a particular voice connection within a contact. Like contacts, connections come and go. It is good practice not to persist these object or keep them as internal state. If you need to, store the contactId and connectionId of the connection and make sure that the contact and connection still exist by fetching them in order from the Agent API object before calling methods on them.

voiceConnection.getMediaInfo()

var mediaInfo = conn.getMediaInfo();

Returns the media info object associated with this connection.

voiceConnection.getMediaType()

if (conn.getMediaType() === "softphone") { ... }

Returns the MediaType enum value: "softphone".

voiceConnection.getMediaController()

conn.getMediaController().then(function (voiceController) { /* ... */ });

Gets a Promise with the media controller associated with this connection.

This method is currently a placeholder. The promise resolves to the return value of voiceConnection.getMediaInfo() but it will be replaced with the controller eventually.

ChatConnection API

The ChatConnection API provides action methods (no event subscriptions) which can be called to manipulate the state of a particular chat connection within a contact. Like contacts, connections come and go. It is good practice not to persist these object or keep them as internal state. If you need to, store the contactId and connectionId of the connection and make sure that the contact and connection still exist by fetching them in order from the Agent API object before calling methods on them.

chatConnection.getMediaInfo()

var mediaInfo = conn.getMediaInfo();

Get the media info object associated with this connection.

chatConnection.getConnectionToken()

conn.getConnectionToken()
  .then(function(response) { /* ... */ })
  .catch(function(error) { /* ... */ });

Provides a promise which resolves with the API response from createTransport transportType chat_token for this connection.

chatConnection.getMediaType()

if (conn.getMediaType() === "chat") { /* ... */ }

Returns the MediaType enum value: "chat".

chatConnection.getMediaController()

conn.getMediaController().then(function (chatController) { /* ... */ });

Gets a Promise with the media controller associated with this connection. The promise resolves to an AgentChatSession object from amazon-connect-chatjs library. See the amazon-connect-chatjs documentation for more information.

Utility Functions

Endpoint.byPhoneNumber() (static function)

var endpoint = Endpoint.byPhoneNumber("+18005550100");

Creates an Endpoint object for the given phone number, useful for agent.connect() and contact.addConnection() calls.

connect.hitch()

agent.onRefresh(connect.hitch(eventHandler, eventHandler._onAgentRefresh));

A useful utility function for creating callback closures that bind a function to an object instance. In the above example, the "_onAgentRefresh" function of the "eventHandler" will be called when the agent is refreshed.

Enumerations

These enumerations are not strictly required but are very useful and helpful for the Streams API. They are used extensively by the built-in CCP. All enumerations are accessible via connect.<ENUM_NAME>.

AgentStateType

This enumeration lists the different types of agent states.

  • AgentStateType.INIT: The agent state hasn't been initialized yet.
  • AgentStateType.ROUTABLE: The agent is in a state where they can be routed contacts.
  • AgentStateType.NOT_ROUTABLE: The agent is in a state where they cannot be routed contacts.
  • AgentStateType.OFFLINE: The agent is offline.

ChannelType

This enumeration lists the different types of contact channels.

  • ChannelType.VOICE: A voice contact.
  • ChannelType.CHAT: A chat contact.

EndpointType

This enumeration lists the different types of endpoints.

  • EndpointType.PHONE_NUMBER: An endpoint pointing to a phone number.
  • EndpointType.AGENT: An endpoint pointing to an agent in the same instance.
  • EndpointType.QUEUE: An endpoint pointing to a queue call flow in the same instance.

ConnectionType

Lists the different types of connections.

  • ConnectionType.AGENT: The agent connection.
  • ConnectionType.INBOUND: An inbound connection, usually representing an inbound call.
  • ConnectionType.OUTBOUND: An outbound connection, representing either an outbound call or additional connection added to the contact.
  • ConnectionType.MONITORING: A special connection type representing a manager listen-in session.

ContactStateType

An enumeration listing the different high-level states that a contact can have.

  • ContactStateType.INIT: Indicates the contact is being initialized.
  • ContactStateType.INCOMING: Indicates that the contact is incoming and is waiting for acceptance. This state is skipped for ContactType.VOICE contacts but is essential for ContactType.QUEUE_CALLBACK contacts.
  • ContactStateType.PENDING: Indicates the contact is pending.
  • ContactStateType.CONNECTING: Indicates that the contact is currently connecting. For ContactType.VOICE contacts, this is when the user will accept the incoming call. For all other types, the contact will be accepted during the ContactStateType.INCOMING state.
  • ContactStateType.CONNECTED: Indicates the contact is connected.
  • ContactStateType.MISSED: Indicates the contact timed out before the agent could accept it.
  • ContactStateType.ERROR: Indicates the contact is in an error state.
  • ContactStateType.ENDED: Indicates the contact has ended.

ConnectionStateType

An enumeration listing the different states that a connection can have.

  • ConnectionStateType.INIT: The connection has not yet been initialized.
  • ConnectionStateType.CONNECTING: The connection is being initialized.
  • ConnectionStateType.CONNECTED: The connection is connected to the contact.
  • ConnectionStateType.HOLD: The connection is connected but on hold.
  • ConnectionStateType.DISCONNECTED: The connection is no longer connected to the contact.

ContactType

This enumeration lists all of the contact types supported by Connect Streams.

  • ContactType.VOICE: Normal incoming and outgoing voice calls.
  • ContactType.QUEUE_CALLBACK: Special outbound voice calls which are routed to agents before being placed. For more information about how to setup and use queued callbacks, see the Amazon Connect user documentation.
  • ContactType.CHAT: Chat contact.

EventType

This is a list of some of the special event types which are published into the low-level EventBus.

  • EventType.ACKNOWLEDGE: Event received when the backend API shared worker acknowledges the current tab.
  • EventType.ACK_TIMEOUT: Event which is published if the backend API shared worker fails to respond to an EventType.SYNCHRONIZE event in a timely manner, meaning that the tab or window has been disconnected from the shared worker.
  • EventType.AUTH_FAIL: Event published indicating that the most recent API call returned a status header indicating that the current user authentication is no longer valid. This usually requires the user to log in again for the CCP to continue to function. See connect.initCCP() under Initialization for more information about automatic login popups which can be used to give the user the chance to log in again when this happens.
  • EventType.LOG: An event published whenever the CCP or the API shared worker creates a log entry.
  • EventType.TERMINATED: Event published when the agent logged out from ccp.

Note

The EventBus is used by the high-level subscription APIs to manage subscriptions and is available to users by calling connect.core.getEventBus(). Like the other event subscription APIs, calling eventBus.subscribe(eventName, callback) will return a subscription object which can be unsubscribed via sub.unsubscribe().

Streams Logger

The Streams library comes with a logging utility that can be used to easily gather logs and provide them for diagnostic purposes. You can even add your own logs to this logger if you prefer. Logs are written to the console log per normal and also kept in memory.

connect.getLog()

connect.getLog().warn("The %s broke!", "widget")
   .withException(e)
   .withObject({a: 1, b: 2});

Use connect.getLog() to get the global logger instance. You can then call one of the debug, info, warn or error methods to create a new log entry. The logger accepts printf-style parameter interpolation for strings and number forms.

Each of these functions returns a LogEntry object, onto which additional information can be added. You can call .withException(e) and pass an exception (e) to add stack trace and additional info to the logs, and you can call .withObject(o) to add an arbitrary object (o) to the logs.

Finally, you can trigger the logs to be downloaded to the agent's machine in JSON form by calling connect.getLog().download().

CCP Error Logging

The following errors are related to connectivity in the CCP. These errors are logged in the CCP logs when they occur.

unsupported_browser

Agent is using an unsupported browser. Only the latest 3 versions of Chrome or Firefox is supported. Upgrade the agent's browser to resolve this error. See Supported browsers for more information.

microphone_not_shared

The microphone does not have permission for the site on which the CCP is running. For Google Chrome steps, see Use your camera and microphone in Chrome. For Mozilla Firefox steps, see Firefox Page Info window.

signalling_handshake_failure

Error connecting the CCP to the telephony system. To resolve, try the action again, or wait a minute and then retry. If the issue persists, contact support.

signalling_connection_failure

Internal connection error occurred. To resolve, try the action again, or wait a minute and then retry. If the issue persists, contact support.

ice_collection_timeout

Error connecting to the media service. To resolve, try the action again, or wait a minute and then retry. If the issue persists, contact support.

user_busy_error

Agent has the CCP running in 2 distinct browsers at the same time, such as Chrome and Firefox. Use only one browser at a time to log in to the CCP.

webrtc_error

An issue occurred due to either using an unsupported browser, or a required port/protocol is not open, such as not allowing UDP on port 443. To resolve, confirm that the agent is using a supported browser, and that all traffic is allowed for all required ports and protocols. See CCP Networking and Phone Settings for more information.

realtime_communication_error

An internal communication error occurred.

Agent States Logging

The following agent states are logged in the CCP logs when they occur.

AgentHungUp

Agent hung up during the active call.

BadAddressAgent

Error routiung the call to an agent. Attempt the action again. If the problem persists, contact support.

BadAddressCustomer

The phone number could not be dialed due to an invalid number or an issue with the telephony provider. Confirm that the phone number is a valid phone number. Attempt to dial the number from another device to confirm whether the call is successful.

FailedConnectAgent

Failed to connect the call to the agent. Attempt the action again. If the issue persists, contact support.

FailedConnectCustomer

Failed to connect the call to the customer. Attempt the action again. If the issue persists, contact support.

LineEngagedAgent

Agent line was not available when the call was attempted.

LineEngagedCustomer

Customer line was not available when the call was attempted.

MissedCallAgent

Agent did not pick up the call, either due to a technical issue or becasue the agent did accept the call.

MissedCallCustomer

The customer did not answer a callback. Queued callbacks are retried the number of times specified in the Transfer to queue block. Increase the number of retries.

MultipleCcpWindows

The agent has the CCP open in multiple distinct browsers, such as Firefox and Chrome, at the same time. To resolve, use only one browser to log in to the CCP.

RealtimeCommunicationError

An internal communication error occurred.

ERROR Default

All errors not otherwise defined.