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amazon-connect / amazon-connect-streams

Amazon Connect Streams - a browser-based contact center integration API, typically with CRM systems.
https://docs.aws.amazon.com/connect/latest/userguide/
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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) and Customer Profiles app UI into your page. It also enables you to handle agent and contact state events directly 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 or amazon-connect-taskjs in order to utilize Amazon Connect's Chat or Task functionality.

Learn More

To learn more about Amazon Connect and its capabilities, please check out the Amazon Connect User Guide.

Usage

amazon-connect-streams is available from npmjs.com. If you'd like to download it here, you can use either of the files like release/connect-streams*.

Run npm run release to generate new release files. Full instructions for building locally with npm can be found below.

In version 1.x, we also support make for legacy builds. This option was removed in version 2.x.

Important Announcements

  1. July 2024 - The issue with muting while a Voice contact is on hold has been resolved. Agents can use the mute button while a contact is placed on hold. The following APIs will be available when the contact is on hold:
    • voiceConnection.muteParticipant()
    • voiceConnection.unmuteParticipant()
    • agent.mute()
    • agent.unmute()
  2. February 2024 - In response to a Google Chrome feature launched on 7/13/2023 called Storage Partitioning, we made a short term fix on 2/10/2024 to adjust our mute functionality and synchronize the mute state across all CCPs. However, due to current limitations, this change required us to disable muting while being on hold. As a workaround, agents should mute themselves on the call before going on hold. We are planning to address this issue by August 2024 and revert back to original mute behavior.
    • At the moment, the following APIs will fail when the contact is on hold:
      • voiceConnection.muteParticipant()
      • voiceConnection.unmuteParticipant()
      • agent.mute()
      • agent.unmute()
    • As a workaround, you can mute the call prior to placing the call on hold.
  3. December 2022 - In addition to the CCP, customers can now embed an application that provides guided experiences to your agents using the connect.agentApp. See the updated documentation for details on usage.

    • Guided experiences for agents

      • With Amazon Connect you can now create guided step-by-step experiences that walk agents through tailored views that focus on what must be seen or done by the agent at a given moment during an interaction. You can design workflows for various types of customer interactions and present agents with different step-by-step guides based on context, such as call queue, customer information, and interactive voice response (IVR). This feature is available in the Connect agent workspace as well as an embeddable application that can be embedded into another website via the Streams API. For more information, visit the AWS website: https://aws.amazon.com/connect/agent-workspace/
  4. December 2022 - 2.4.2
    • This patch fixes an issue in Streams’ Voice ID APIs that may have led to incorrect values being set against the generatedSpeakerID field in the VoiceIdResult segment of Connect Contact Trace Records (CTRs). This occurred in some scenarios where you call either enrollSpeakerInVoiceId(), evaluateSpeakerWithVoiceId(), or updateVoiceIdSpeakerId() in your custom CCP integration code. If you are using Voice ID and consuming Voice ID CTRs, or updating speaker ID in your agent workflow, please upgrade to this version.
  5. December 2022 - 2.4.1
    • This version brings in updates that will provide enhanced monitoring experience to agents and supervisors, allowing to silently monitor multiparty calls, and if needed to barge in the call and take over control, mute agents, or drop them from the call. New APIs introduced with this feature are isSilentMonitor, isBarge, isSilentMonitorEnabled, isBargeEnabled, isUnderSupervision, updateMonitorParticipantState, getMonitorCapabilities, getMonitorStatus, isForcedMute.
  6. August 2022 - 2.3.0
    • [Update on 12/13/2022] Please see 2.4.2 for final resolution of the Voice ID CTR fix.
  7. Jan 2022 - 2.0.0
    • Multiple calls to initCCP will no longer append multiple embedded CCPs to the window, and only the first call to initCCP will succeed. Please note that the use-case of initializing multiple CCPs with initCCP has never been supported by Streams, and this change has been added to prevent unpredictable behavior arising from such cases.
    • agent.onContactPending has been removed. Please use contact.onPending instead. connect.onError now triggers. Previously, this api did not work at all. Please be aware that, if you have application logic within this function, its behavior has changed. See its entry in documentation.md for more details.
  8. September 2021 - 1.7.0 comes with changes needed to use Amazon Connect Voice ID, which launched on 9/27/2021. For customers who want to use Voice ID, please upgrade Streams to version 1.7.0 or later in the next 1 month, otherwise the Voice ID APIs will stop working by the end of October 2021. For more details on the Voice ID APIs, please look at the Voice ID APIs section.
  9. July 2021 - We released a change to the CCP that lets agent set a next status such as Lunch or Offline while still on a contact, and indicate they don’t want to be routed new contacts while they finish up their remaining work. For more details on this feature, see the Amazon Connect agent training guide and the feature's release notes. If your agents interact directly with Connect’s out-of-the-box CCPV2 UX, they will be able to access this feature by default. Otherwise, if your streamsJS application calls agent.setState() to switch agent status, you will need to update your code to use this feature:
    • Agent.setState() has been updated so you can pass an optional flag enqueueNextState: true to trigger the Next Status behavior.
    • A new agent.onEnqueuedNextState() listener lets you subscribe to events for when agents have selected/successfully enqueued their next status.
    • A new agent.getNextState() API returns a state object if the agent has successfully selected a next state, and null otherwise.
    • If you want to use the Next Status feature via agent.setState(), please also ensure that your code is using contact.clear() and not contact.complete() when clearing After Contact Work off a contact.
  10. December 2020 — 1.6.0 brings with it the release of a new Agent App API. In addition to the CCP, customers can now embed additional applications using connect.agentApp, including Customer Profiles and Amazon Q Connect. See the updated documentation for details on usage. We are also introducing a preview release for Amazon Connect Voice ID.

    • About Amazon Connect Customer Profiles

      • Amazon Connect Customer Profiles provides pre-built integrations so you can quickly combine customer information from multiple external applications, with contact history from Amazon Connect. This allows you to create a customer profile that has all the information agents need during customer interactions in a single place.

    • About Amazon Q in Connect

      • With Amazon Q Connect, agents can search and find content across multiple repositories, such as frequently asked questions (FAQs), wikis, articles, and step-by-step instructions for handling different customer issues. They can type questions or phrases in a search box (such as, "how long after purchase can handbags be exchanged?") without having to guess which keywords will work.

    • About Amazon Connect Voice ID (The feature is in preview release for Amazon Connect and is subject to change)

      • Amazon Connect Voice ID provides real-time caller authentication which makes voice interactions in contact centers more secure and efficient. Voice ID uses machine learning to verify the identity of genuine customers by analyzing a caller’s unique voice characteristics. This allows contact centers to use an additional security layer that doesn’t rely on the caller answering multiple security questions, and makes it easy to enroll and verify customers without changing the natural flow of their conversation.
  11. 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.

Getting Started

Upgrading to the OmniChannel CCP (AKA CCPv2)?

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

Allowlisting

The first step to using Streams is to allowlist 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 allowlisted. 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 allowlist your pages:

  1. Login to your AWS Account, then navigate to the Amazon Connect console.
  2. Click the instance name of the instance for which you would like to allowlist pages to load the settings page for your instance.
  3. Click the "Application integration" link on the left.
  4. Click "+ 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:

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

Downloading Streams from Github

The next step to embedding 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-${VERSION}.js, this is the full Connect Streams API which you will want to include in your page. You can serve connect-streams-${VERSION}.js with your web application.

Build your own with NPM

Install latest LTS version of NodeJS

Instructions for Streams version 2.x:

$ 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 test-mocha

Note: these tests run on the release files generated above

Instructions for Streams version 1.x:

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

Note: these tests run on the release files generated above

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 setup correctly and that you will be able to listen for events.

connect.core.initCCP()

<!DOCTYPE html>
<html>
  <head>
    <meta charset="UTF-8">
    <script type="text/javascript" src="https://github.com/amazon-connect/amazon-connect-streams/raw/master/connect-streams-min.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="container-div" style="width: 400px; height: 800px;"></div>
    <script type="text/javascript">
      var containerDiv = document.getElementById("container-div");
      var instanceURL = "https://my-instance-domain.my.connect.aws/ccp-v2/";
      // initialize the streams api
      function init() {
        // initialize the ccp
        connect.core.initCCP(containerDiv, {
          ccpUrl: instanceURL,            // REQUIRED
          loginPopup: true,               // optional, defaults to `true`
          loginPopupAutoClose: true,      // optional, defaults to `false`
          loginOptions: {                 // optional, if provided opens login in new window
            autoClose: true,              // optional, defaults to `false`
            height: 600,                  // optional, defaults to 578
            width: 400,                   // optional, defaults to 433
            top: 0,                       // optional, defaults to 0
            left: 0                       // optional, defaults to 0
          },
          region: "eu-central-1",         // REQUIRED for `CHAT`, optional otherwise
          softphone: {                    // optional, defaults below apply if not provided
            allowFramedSoftphone: true,   // optional, defaults to false
            disableRingtone: false,       // optional, defaults to false
            ringtoneUrl: "[your-ringtone-filepath].mp3", // optional, defaults to CCP’s default ringtone if a falsy value is set
            allowFramedVideoCall: true,    // optional, default to false
            allowEarlyGum: true    //optional, default to true
          },
          task: {
            disableRingtone: false, // optional, defaults to false
            ringtoneUrl: "[your-ringtone-filepath].mp3" // optional, defaults to CCP's default ringtone if a falsy value is set
          },
          pageOptions: { //optional
            enableAudioDeviceSettings: false, //optional, defaults to 'false'
            enableVideoDeviceSettings: false, //optional, defaults to 'false'
            enablePhoneTypeSettings: true //optional, defaults to 'true' 
          },
          shouldAddNamespaceToLogs: false, //optional, defaults to 'false'
          ccpAckTimeout: 5000, //optional, defaults to 3000 (ms)
          ccpSynTimeout: 3000, //optional, defaults to 1000 (ms)
          ccpLoadTimeout: 10000 //optional, defaults to 5000 (ms)
         });
      }
    </script>
  </body>
</html>

Integrates with 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.

Where to go from here

Check out the full documentation here to read more about subscribing to events and enacting state changes programmatically.