rhowardiv/amazon-connect-streams

Amazon Connect Streams - a browser-based contact center integration API, typically with CRM systems.

About

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.

Learn More

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

Usage

Run the Makefile to generate amazon-connect-${version}.js, then copy this file into your application or host it in an Amazon S3 bucket behind Amazon Cloudfront.

$ make

Getting Started

Whitelisting

The first step to using Streams 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. Click the instance name of the instance for which you would like to whitelist 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:

• All of the pages that attempt to initialize the Streams library must be hosted on domains that are whitelisted 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.

Downloading Streams

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

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

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 specifically:

$ gulp test

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()

connect.core.initCCP(containerDiv, {
   ccpUrl:        ccpUrl,        /*REQUIRED*/
   loginPopup:    true,          /*optional, default TRUE*/
   softphone:     {              /*optional*/
      disableRingtone:  true,    /*optional*/ 
      ringtoneUrl: ringtoneUrl   /*optional*/
   }
});

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.
• loginPopup: Optional, defaults to true. Set to false to disable the login popup which is shown when the user's authentication expires.
• 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.

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.

Where to go from here

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