Namespace: CPC

Remember: CPC is a client-side API. Actions are carried out in context of current logged on user. Returned values depend on user account's rights.

Terminology: CPC API and this document use the term "interaction" when referring to inbound or outbound conversations with customers. The term "conversation" is used in other Sinch Contact Pro applications.

Tip: Remember to await when using async methods.

Have a great time integrating Communication Panel into your application! 😀

Source: src-github/CPC.js, line 9

Namespaces

RI

Members

activeInteractionId :string|undefined|null

ID of current active interaction being viewed in Communication Panel.

Type:

string | undefined | null

Source: src-github/CPC.js, line 187

currentUser :object

Holds details of current user. Value is set once CPC has initialized.
Note: In case user's details change during session and most recent data is needed, call getDetails like this instead:
await CPC.getDetails('user').

Type:

object

Source: src-github/CPC.js, line 197

hostAppEventHandler :function

Event handler that is called per each event sent by Communication Panel. Initially provided as parameter for CPC.load. Can be changed at any time.

Type:

function

Source: src-github/CPC.js, line 205

isInitialized :boolean

True when user is logged in and CPC is ready to interact with Communication Panel.

Type:

boolean

Source: src-github/CPC.js, line 213

Methods

(async) authenticate_basic(sUsername, sPassword) → {boolean}

Authenticate Contact Pro user with basic authentication.

Note: When using this authentication option, be sure to handle user credentials with care. In your application you must prevent credentials getting logged or otherwise getting stored persistently. When possible, use authenticate_token instead.

Recommended: Authentication can also be handled as part of load call.

Parameters:

Name	Type	Description
`sUsername`	string	Username
`sPassword`	string	Password

Source: src-github/CPC.js, line 227

Returns:

Authentication result

Type:: boolean

(async) authenticate_token(authToken) → {boolean}

Authenticate Contact Pro user with OAuth.
Good article about the process https://www.oauth.com/oauth2-servers/signing-in-with-google/verifying-the-user-info/

Contact Pro ECF Web Server assumes that the Issuer (token iss claim) implements OAuth {iss}/.well-known/openid-configuration endpoint which returns user_info URL.
ECF server calls user_info URL to request verification for token.

Upon successful token verification, the user_info endpoint must return 200 OK and payload {sub: '', email: ''} where values correspond with Contact Pro user's Certificate Subject and Email values.

ECF server finally identifies Contact Pro user based on sub and email, and grants session cookie, allowing browser to access resources behind ECF Web Server.

Recommended: Authentication can also be handled as part of load call.

Parameters:

Name	Type	Description
`authToken`	string	OAuth token

Source: src-github/CPC.js, line 286

Returns:

Authentication result

Type:: boolean

(async) callOut(destinationNumber, sourceQueueNumberopt) → {object|false}

Sends a call out request to Communication Panel.

Parameters:

Name	Type	Attributes	Description
`destinationNumber`	string		Destination phone number.
`sourceQueueNumber`	string	<optional>	Queue number to be used as Visible A Number for the call. Note:User must have appropriate serve rights to the Queue. Tip:Check list of user's queues first with getCurrentUserQueues

Source: src-github/CPC.js, line 329

Returns:

Phone call object, or false if creating a call failed.

Type:: object | false

(async) callState(action, interactionIdopt) → {false|Object}

Change state of ongoing phone call.

Parameters:

Name	Type	Attributes	Description
`action`	'startRecording' \| 'stopRecording' \| 'hold' \| 'unhold' \| 'mute' \| 'unmute'		State change to be performed on currently ongoing phone call.
`interactionId`	string	<optional>	Id of interaction that should be acted on. Defaults to user's current active interaction being viewed in Communication Panel.

Source: src-github/CPC.js, line 368

Returns:

Changed interaction object, or false if action failed.

Type:: false | Object

(async) consult(to, interactionIdopt) → {object|false}

In context of ongoing interaction currently selected in Communication Panel (or in context of explicitly defined interaction), create a consultation interaction.
The original phone call is put on hold, and a new phone call is created. Later the calls can be joined by calling joinCalls. Possible for phone and chat type interactions.

Parameters:

Name	Type	Attributes	Description
`to`	string		Address or number of destination Queue or User.
`interactionId`	string	<optional>	Id of the ongoing interaction.

Source: src-github/CPC.js, line 404

Returns:

Created interaction object, or false if action failed.

Type:: object | false

(async) dtmf(tone, interactionIdopt) → {false|Object}

Send DTMF tone to current active interaction being viewed in Communication Panel. This works only with phone channel.

Parameters:

Name	Type	Attributes	Description
`tone`	'0' \| '1' \| '2' \| '3' \| '4' \| '5' \| '6' \| '7' \| '8' \| '9' \| 'A' \| 'B' \| 'C' \| 'D' \| '*' \| '#'		The tone to be sent.
`interactionId`	string	<optional>	Specify ongoing phone interaction for which tone is sent.

Source: src-github/CPC.js, line 438

Returns:

Corresponding interaction object, or false if action failed.

Type:: false | Object

(async) getCurrentUserQueues(sChannelType) → {Array}

Get the currently logged on user's queue list.

Parameters:

Name	Type	Description
`sChannelType`	'phone' \| 'chat' \| 'email'	Optionally filter by channel.

Source: src-github/CPC.js, line 466

Returns:

Array of queue(s).

Type:: Array

(async) getDetails(subject) → {object}

Returns details of defined subject.

Parameters:

Name	Type	Description
`subject`	'user' \| 'interaction' \| 'interactions' \| 'queue' \| 'queues' \| 'transcript' \| 'activeExtension ' \| 'activeInteraction' \| string	Subject of details request.

Source: src-github/CPC.js, line 483

Returns:

Object including details of the given subject. In CPExtInterface schema, see "detail".

Type:: object

getTenantBaseUrl() → {string}

Get Contact Pro tenant/installation base URL. This is provided initially as parameter for load.

Source: src-github/CPC.js, line 504

Returns:

URL.

Type:: string

hasOngoingInteraction(channelType) → {boolean}

Check if user has any ongoing interaction(s) in Communication Panel.

Parameters:

Name	Type	Description
`channelType`	'phone' \| 'chat' \| 'email'	Optionally check specified channel type only.

Source: src-github/CPC.js, line 515

Returns:

True when there is at least one ongoing interaction.

Type:: boolean

hasOngoingInteractionOfType(channelType) → {boolean}

Check if user has ongoing interaction(s) of specific type.

Parameters:

Name	Type	Description
`channelType`	'phone' \| 'chat' \| 'email'	Channel

Deprecated: Use hasOngoingInteraction insted
Source: src-github/CPC.js, line 539

Returns:

True when there is at least one ongoing interaction.

Type:: boolean

init() → {void}

Sends initialization request to Communication Panel. As result, Communication Panel will start sending events and accepting commands from CPC.

Note: This is needed only if load is not used to automatically inject Communication Panel.
Recommended: Use load instead. It internally handles calling init so you don't need to.

Source: src-github/CPC.js, line 551

Returns:

No return value.

Type:: void

(async) interaction(action, interactionIdopt) → {Object|false}

Perform a state changing action on the current active interaction being viewed in Communication Panel.

Parameters:

Name	Type	Attributes	Description
`action`	'accept' \| 'reject' \| 'pick' \| 'handle' \| 'hangup'		Type of action to perform.
`interactionId`	string	<optional>	Specify ID of ongoing interaction which should be acted upon.

Source: src-github/CPC.js, line 570

Returns:

Changed interaction object, or false if action failed.

Type:: Object | false

(async) joinCalls() → {object|false}

Joins currently active original inbound or outbound phone call interaction and corresponding consultation call.
This drops the agent/user from the ongoing calls, connects other parties in a joined phone call.
Note: After joinCalls completes, phone call signaling and voice still remain connected via Sinch Contact Pro backend but can no longer be controlled by CPC.

Source: src-github/CPC.js, line 605

Returns:

The interaction object of phone call from which the agent/user left, or false if action failed.

Type:: object | false

(async) load(config) → {boolean}

Load Communication Panel into host application. Optionally provide authentication for automated user login.
Tip: It's easy to try this on the CPC Playground page. See link in top banner.

Parameters:

Name Type Description

config

Object

Object containing initial configuration for CPC.

Properties

Name Type Attributes Description

eventHandler function Defined by Client Application.

tenantBaseUrl string Contact Pro tenant/installation specific base-URL.

parentElement string | Object Provide container element ID or reference to container element. An iframe element containing Communication Panel is injected into this element.

enableDebugLog boolean <optional> Set true to enable debug logging.

denyPopout boolean <optional> Set true to deny user from opening CP in pop-out window. This also disables My Conversations view, and overrides any User Settings Template -level settings configured in System Configurator.

minWidth number <optional> Set width limit (interpreted in pixels) to activate My Conversations view. This overrides User Settings Template -level settings configured in System Configurator.

minHeight number <optional> Set height limit (interpreted in pixels) to activate My Conversations view. This overrides User Settings Template -level settings configured in System Configurator.

enableChannelStatusUpdates boolean <optional> When enabled, CPC forwards channel_status updates to client event handler.

authentication

Object

Authenticate and log user in automatically.

Properties

Name Type Attributes Description

oAuth

Object

OAuth

Properties

Name	Type	Description
`token`	string	Token

basic

Object

basic authentication

Properties

Name	Type	Description
`userName`	string	Username
`password`	string	Password

Source: src-github/CPC.js, line 642

Returns:

Load result.

Type:: boolean

(async) message(message, interactionIdopt) → {false|Object}

Send a textual message to active chat interaction. Works also with sms chats.

Parameters:

Name	Type	Attributes	Description
`message`	string		Message content
`interactionId`	string	<optional>	Specific interaction for which the message should be sent.

Source: src-github/CPC.js, line 734

Returns:

Corresponding interaction object, or false if action failed.

Type:: false | Object

ongoingInteractions() → {Map.<string, object>}

Returns a Map containing all currently ongoing interaction(s) cached by CPC. These interactions include the extra timestamps appended by CPC.

Source: src-github/CPC.js, line 760

Returns:

Key = InteractionId, Value = interaction

Type:: Map.<string, object>

(async) sendEmail(email) → {object|false}

Create a new email.

Parameters:

Name Type Description

email

Object

Object containing following properties

Properties

Name	Type	Attributes	Description
`to`	Array		Array of destination email addresses.
`direct`	boolean		If `true`, email is sent without user interaction. When `true`, value for all optional parameters must be provided.
`from`	string	<optional>	Specific sender address can be defined.
`subject`	string	<optional>	Subject for email
`content`	string	<optional>	Content of email message.

Source: src-github/CPC.js, line 777

Returns:

Created email interaction object, or false on failure.

Type:: object | false

(async) sendSMS(msg) → {object|false}

Start a one-to-one SMS message based chat.

Parameters:

Name Type Description

msg

Object

Object containing following properties

Properties

Name	Type	Attributes	Description
`to`	string		Destination number
`direct`	boolean		If `true`, SMS chat is started and first message sent without user interaction. When `true`, all other optional parameters require values as well.
`from`	string	<optional>	Queue number/address of message. User must have serve right for the Queue.
`content`	string	<optional>	Content of SMS message.

Source: src-github/CPC.js, line 819

Returns:

Created SMS interaction object, or false if creation failed.

Type:: object | false

(async) startWhatsAppChat(chat) → {object|false}

Start a new WhatsApp chat.

Parameters:

Name Type Description

chat

Object

Object containing following properties

Properties

Name	Type	Attributes	Description
`to`	string		Destination number
`direct`	boolean		If `true`, value for all optional parameters must be provided. When `true`, chat is started and first message is sent without user interaction.
`from`	string	<optional>	Queue number/address of message. User must have serve right for the Queue.
`content`	string	<optional>	Content of first WhatsApp message sent. Note: Delivery of this message depends on current consent status of destination number. Delivery is not guaranteed.
`defaultReplyTemplateId`	string	<optional>	Specific WhatsApp template to use, which is sent when invoking first WhatsApp chat towards number for which Contact Pro doesn't have stored consent yet.

Source: src-github/CPC.js, line 858

Returns:

Created WhatsApp chat interaction object, or false if creation failed.

Type:: object | false

(async) transfer(to, interactionIdopt) → {object|false}

Transfer ongoing interaction. Possible in phone and chat channels.

Parameters:

Name	Type	Attributes	Description
`to`	string		Address or number of destination queue or user.
`interactionId`	string	<optional>	Id of the ongoing interaction.

Source: src-github/CPC.js, line 897

Returns:

Created WhatsApp interaction object, or false if creation failed.

Type:: object | false

(async) unload() → {boolean}

Unload performs two steps:
1. Sends request to server to invalidate current authentication cookie -> Server logs out currently logged in user.
2. CPC deletes the iframe element that contains Communication Panel.
Note: This is a 'hard logout' which does not take into account possibly ongoing interaction(s) such as phone calls or chats. If needed, call hasOngoingInteraction() first. If user needs to log back in, call load to re-inject Communication Panel.

Source: src-github/CPC.js, line 929

Returns:

Unload result.

Type:: boolean

(async) xdmSendAction(payload) → {object}

Helper for sending action messages to Communication Panel.

Note: Usually there is no need to call this directly.
In CPC there is a convenience method per each capability/feature of the underlying CPExtInterface. Convenience methods handle calling xdmSendAction internally, so you don't have to.

Parameters:

Name	Type	Description
`payload`	object	Object containing documented attributes and values.

Source: src-github/CPC.js, line 970

Returns:

Response payload value from Communication Panel.

Type:: object