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Operata JS library integration

If you want your own branding or softphone features then you will need to host your own Amazon Connect Softphone (CPP) and add the Operata JS library as shown in the steps below:

1. Source the Amazon Connect softphone, host it in your environment and test.

2. Once this is working, add the operata.js (or import operata) to softphone page, as below:

Loading the JS library

Load the Operata JS script in the <head> of your application

<script src="https://static.operata.io/operata.js"></script>

or use our npm package (if you are using a javascript bundler like webpack or parcel)

Installation

npm i operata

Load library

import {Operata} from 'operata';

3. Initialise the AWS softphone with the reference set to your Amazon connect instance.

<script>
const softphoneDiv = document.getElementById('softphone');
const yourCCPPage = '<ccp url>';
const softphoneParams = { 
    "ccpUrl": yourCCPPage, 
    "loginPopup": true, 
    "softphone": { "allowFramedSoftphone": false } 
};
connect.core.initCCP(softphoneDiv, softphoneParams);
connect.core.initSoftphoneManager({ allowFramedSoftphone: true });
</script>

4. Configure Operata options to your group instance and add the script tag contents at the bottom of the <body> tag in your softphone deployment.

<script>
const operataOptions = {
    awsCCPUrl: '<Your CCP URL>',
    operataGroupID: '<Your Operata Group ID',
    operataGroupSecret: '<Your Operata Group Secret>',
    loadSoftphone: false, // This is optional. Enable a softphone here <defaults to false>. Skip step 3 if you set this options to true. 
};

Operata(operataOptions).then(() => {
    //execute anything after operata has been initialised.
}).catch((err) => {
    //handle operata initialisation error.
});
</script>

5. Use your AWS console to allow https://softphone.operata.io to Integrate with your Amazon Connect instance, the Operata Help Centre has details.

Testing

To test stats collection, make a call from your Amazon Connect softphone and you will see the statistics updated every 10 seconds.

If you see 'Welcome to Operata Agent Assist' when you select the Operata Icon, then this is working.

If you have any issues then email us at help@operata.com

Browser Support

Current browser support is limited to

Desktop

Chrome: Latest

API

Initialisation Options

option	optional	default	description
awsCCPUrl	false	none	the required CCP URL is defined in your connect instance on AWS
operataGroupID	false	none	the required `groupID` field defined by Operata in your account
operataGroupSecret	false	none	the required security token issued for you Operata group
loadSoftphone	true	false	enables a integrated softphone by simply setting a flag to true
loadAgentMessenger	true	false	enables Operata Agent Messenger widget
location	true	''	set the location of this softphone. this can be used for filtering of data
ccpLogCollection	true	none	enables CCP log collection. Can be one of: "TRACE", "DEBUG", "INFO", "LOG", "WARN", "ERROR", "CRITICAL"

Agent Issue Reporting

You can send an Agent reported issue via Operata stats collector API. This is done by sending an event on the Operata eventBus. Here is an example:

    // Obtain a reference to the eventBus when Operata stats collection is initialised.
    let eventBus = null;
    Operata(operataOptions).then((eb) => {
        console.log("Loaded Operata Softphone");
        eventBus = eb;
    }).catch((err) => {
        console.error(err);
    });

    // ....
    // Send the issue via the eventBus
    eventBus.emit("agent-reported-issue", 'Missed call, Softphone did not ring', 'Default',
             {extraField: 'Some optional data'}, function(sent){
        if (sent){
            alert('Issue submitted.');
        }else{
            alert('An error occurred while submitting the issue.');
        }
    });

eventBus.emit method accepts following arguments

Argument	Mandatory	Description
eventName	yes	Please use "agent-reported-issue" for Agent issue reporting.
cause	yes	Cause of the issue. Customer defined.
severity	no	Severity of the issue. Customer defined.
extra	no	An object of extra data. Customer defined.
callback	no	A callback method. This is called once the issue is submitted.

Operata associates Agent reported issues with the callContactId using the following rules: 1. Issue reported before taking the first call after going offline - associate with no callContactId 2. Issue reported before taking the next call - associate with the last callContactId 3. Issue reported while on a call - associate with the current callContactId 4. Issue reported after taking a call - associate with the last callContactId