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Architecture.md (2001, 2023-08-17)
CHANGELOG.md (4240, 2023-08-17)
CODE_OF_CONDUCT.md (311, 2023-08-17)
CONTRIBUTING.md (3599, 2023-08-17)
Documentation-DR.md (26749, 2023-08-17)
Documentation.md (109707, 2023-08-17)
LICENSE.txt (10142, 2023-08-17)
NOTICE.txt (101, 2023-08-17)
THIRD_PARTY.txt (1550, 2023-08-17)
cheat-sheet.md (9855, 2023-08-17)
images (0, 2023-08-17)
images\ccp.png (70864, 2023-08-17)
images\crm.png (53305, 2023-08-17)
images\high_level.png (86551, 2023-08-17)
images\shared_worker.png (101450, 2023-08-17)
package-lock.json (260903, 2023-08-17)
package.json (1791, 2023-08-17)
release (0, 2023-08-17)
release\connect-streams-dr-min.js (687236, 2023-08-17)
release\connect-streams-dr.js (722522, 2023-08-17)
release\connect-streams-min.js (497616, 2023-08-17)
release\connect-streams.js (1178494, 2023-08-17)
src (0, 2023-08-17)
src\agent-app (0, 2023-08-17)
src\agent-app\agent-app.js (3313, 2023-08-17)
src\agent-app\app-registry.js (2082, 2023-08-17)
src\api.js (86027, 2023-08-17)
src\aws-client.js (740165, 2023-08-17)
src\client.js (24844, 2023-08-17)
src\core.js (97413, 2023-08-17)
src\drCoordinator (0, 2023-08-17)
src\drCoordinator\container.js (2734, 2023-08-17)
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# About [](https://travis-ci.org/amazon-connect/amazon-connect-streams) 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](https://github.com/amazon-connect/amazon-connect-chatjs) or [amazon-connect-taskjs](https://github.com/amazon-connect/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](https://docs.aws.amazon.com/connect/latest/userguide/). # Usage amazon-connect-streams is available from [npmjs.com](https://www.npmjs.com/package/amazon-connect-streams). 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](#build-your-own-with-npm). In version 1.x, we also support `make` for legacy builds. This option was removed in version 2.x. # Important Announcements 1. 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](https://github.com/amazon-connect/amazon-connect-streams/blob/master/Documentation.md#initialization-for-ccp-customer-profiles-wisdom-and-customviews) 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/ 1. 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. 1. 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`. 1. August 2022 - 2.3.0 * [Update on 12/13/2022] Please see 2.4.2 for final resolution of the Voice ID CTR fix. 1. 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. 1. 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](Documentation.md#voice-id-apis). 1. 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](https://docs.aws.amazon.com/connect/latest/adminguide/set-next-status.html) and the feature's [release notes](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html#july21-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. 1. 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 Wisdom. See the [updated documentation](Documentation.md#initialization-for-ccp-customer-profiles-and-wisdom) 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 Connect Wisdom + With Amazon Connect Wisdom, 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. 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. ## 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](https://github.com/aws/connect-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: * Allowlisted domains must be HTTPS. * All of the pages that attempt to initialize the Streams library must be hosted on domains that are allowlisted as per the above 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: ```ts 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](https://nodejs.org) ### 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()` ```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. * `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. * `loginOptions`: Optional, only valid when `loginPopup` is set to `true`. Provide an object with the following properties to open loginpopup in a new window instead of a new tab. * `autoClose`: Optional, defaults to `false`. Set to `true` to automatically close the login popup after the user logs in. * `height`: This allows you to define the height of the login pop-up window. * `width`: This allows you to define the width of the login pop-up window. * `top`: This allows you to define the top of the login pop-up window. * `left`: This allows you to define the left of the login pop-up window. * `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. This can also be set in `loginOptions` if those options are used. * `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. To use the default ringtone comment out this line. * `pageOptions`: This object is optional and allows you to configure which configuration sections are disp ... ...

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