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softphone.js
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/*
* Copyright 2014-2017 Amazon.com, Inc. or its affiliates. All Rights Reserved.
*
* SPDX-License-Identifier: Apache-2.0
*/
(function () {
var global = this || globalThis;
var connect = global.connect || {};
global.connect = connect;
global.lily = connect;
global.ccpVersion = "V2";
const VDIPlatformType = {
CITRIX: "CITRIX",
AWS_WORKSPACE: "AWS_WORKSPACE",
}
const BROWSER_ID = "browserId" // A key which is used for storing browser id value in local storage
var statsReportingJobIntervalMs = 30000;
var CallTypeMap = {};
CallTypeMap[connect.SoftphoneCallType.AUDIO_ONLY] = 'Audio';
CallTypeMap[connect.SoftphoneCallType.VIDEO_ONLY] = 'Video';
CallTypeMap[connect.SoftphoneCallType.AUDIO_VIDEO] = 'AudioVideo';
CallTypeMap[connect.SoftphoneCallType.NONE] = 'None';
var AUDIO_INPUT = 'audio_input';
var AUDIO_OUTPUT = 'audio_output';
var MediaTypeMap = {};
MediaTypeMap[connect.ContactType.VOICE] = "Voice";
var timeSeriesStreamStatsBuffer = [];
// We buffer only last 3 hours (10800 seconds) of a call's RTP stream stats.
var MAX_RTP_STREAM_STATS_BUFFER_SIZE = 10800;
var inputRTPStreamStatsBuffer = [];
var outputRTPStreamStatsBuffer = [];
var aggregatedUserAudioStats = {};
var aggregatedRemoteAudioStats = {};
var LOW_AUDIO_LEVEL_THRESHOLD = 1;
var consecutiveNoAudioInputPackets = 0;
var consecutiveLowInputAudioLevel = 0;
var consecutiveNoAudioOutputPackets = 0;
var consecutiveLowOutputAudioLevel = 0;
var audioInputConnectedDurationSeconds = 0;
// Time from CCP received the softphone contact till local media is added to the softphone session
var ccpMediaReadyLatencyMillis = 0;
var allowEarlyGum = false;
var earlyGumWorked = false;
var vdiPlatform = null;
var rtpStatsJob = null;
var reportStatsJob = null;
//Logger specific to softphone.
var logger = null;
var SoftphoneErrorTypes = connect.SoftphoneErrorTypes;
var HANG_UP_MULTIPLE_SESSIONS_EVENT = "MultiSessionHangUp";
var ECHO_CANCELLATION_CHECK = "echoCancellationCheck";
var localMediaStream = {};
var softphoneClientId = connect.randomId();
var requestIceAccess = function (transport) {
return new Promise(function (resolve, reject) {
connect.core.getClient().call(connect.ClientMethods.CREATE_TRANSPORT, transport, {
success: function (data) {
resolve(data.softphoneTransport.softphoneMediaConnections);
},
failure: function (reason) {
if (reason.message && reason.message.includes("SoftphoneConnectionLimitBreachedException")) {
publishError("multiple_softphone_active_sessions", "Number of active sessions are more then allowed limit.", "");
}
reject(Error("requestIceAccess failed"));
},
authFailure: function () {
reject(Error("Authentication failed while requestIceAccess"));
},
accessDenied: function () {
reject(Error("Access Denied while requestIceAccess"));
}
});
});
};
var SoftphoneManager = function (softphoneParams = {}) {
var self = this;
this.rtcPeerConnectionFactory = null;
this.rtcJsStrategy = null;
this.rtcPeerConnectionManager = null;
this._setRtcJsStrategy = function () {
if (softphoneParams.VDIPlatform) {
vdiPlatform = softphoneParams.VDIPlatform;
try {
if (softphoneParams.VDIPlatform === VDIPlatformType.CITRIX) {
this.rtcJsStrategy = new connect.CitrixVDIStrategy();
logger.info(`[SoftphoneManager] Strategy constructor retrieved: ${this.rtcJsStrategy}`).sendInternalLogToServer();
}
else if (softphoneParams.VDIPlatform === VDIPlatformType.AWS_WORKSPACE) {
this.rtcJsStrategy = new connect.DCVWebRTCStrategy();
logger.info(`[SoftphoneManager] Strategy constructor retrieved: ${this.rtcJsStrategy}`).sendInternalLogToServer();
} else {
throw new Error("VDI Strategy not supported");
}
} catch (error) {
if (error.message === "VDI Strategy not supported") {
publishError(SoftphoneErrorTypes.VDI_STRATEGY_NOT_SUPPORTED, error.message, "");
throw error;
}
else if (error.message === "Citrix WebRTC redirection feature is NOT supported!") {
publishError(SoftphoneErrorTypes.VDI_REDIR_NOT_SUPPORTED, error.message, "");
throw error;
}
else if (error.message === "DCV WebRTC redirection feature is NOT supported!") {
publishError(SoftphoneErrorTypes.VDI_REDIR_NOT_SUPPORTED, error.message, "");
throw error;
}
else {
publishError(SoftphoneErrorTypes.OTHER, error.message, "");
throw error;
}
}
}
}
this._refreshRtcPeerConnectionFactory = function () {
if (connect?.core?.softphoneManager?.rtcPeerConnectionFactory?.close){
connect.core.softphoneManager.rtcPeerConnectionFactory.close()
}
if (connect.RtcPeerConnectionFactory) {
if (this.rtcJsStrategy) {
this.rtcPeerConnectionFactory = new connect.RtcPeerConnectionFactory(logger,
connect.core.getWebSocketManager(),
softphoneClientId,
connect.hitch(self, requestIceAccess, {
transportType: "softphone",
softphoneClientId: softphoneClientId
}),
connect.hitch(self, publishError),
this.rtcJsStrategy
);
} else {
this.rtcPeerConnectionFactory = new connect.RtcPeerConnectionFactory(logger,
connect.core.getWebSocketManager(),
softphoneClientId,
connect.hitch(self, requestIceAccess, {
transportType: "softphone",
softphoneClientId: softphoneClientId
}),
connect.hitch(self, publishError));
}
}
};
// destroy or initiate persistent peer connection based on agent configuration change
const listenAgentConfigurationUpdate = () => {
connect.agent( (a) => {
const sub = a.onRefresh( (agent) => {
if (this.rtcPeerConnectionManager) {
const isPPCEnabled = agent.getConfiguration().softphonePersistentConnection;
// if softphonePersistentConnection changed in agent configuration
if (this.rtcPeerConnectionManager.isPPCEnabled !== isPPCEnabled) {
this.rtcPeerConnectionManager.isPPCEnabled = isPPCEnabled;
// if softphonePersistentConnection changed to true, use rtcPeerConnectionManager to initiate a new persistent peer connection
if (this.rtcPeerConnectionManager.isPPCEnabled) {
logger.info("softphonePersistentConnection changed to ture, initiate a persistent peer connection").sendInternalLogToServer();
this.rtcPeerConnectionManager.rtcJsStrategy = this.rtcJsStrategy;
this.rtcPeerConnectionManager.closeEarlyMediaConnection(); // close standby peer connection
this.rtcPeerConnectionManager.requestPeerConnection().then(() => { // request a new persistent peer connection
this.rtcPeerConnectionManager.createSession();
this.rtcPeerConnectionManager.connect();
});
} else {
// if softphonePersistentConnection changed to false, use rtcPeerConnectionManager to tear down the currentpersistent peer connection
logger.info("softphonePersistentConnection changed to false, destroy the existing persistent peer connection").sendInternalLogToServer();
this.rtcPeerConnectionManager.destroy();
this.rtcPeerConnectionManager.requestPeerConnection(); // This will create standby(early media) peer connection for supported browsers
}
}
} else if (connect.core._allowSoftphonePersistentConnection) { // TODO: Remove else when Persistent Connection GA
this._initiateRtcPeerConnectionManager();
} else {
sub.unsubscribe(); // unsubscribe the event if account is not allowlisted.
}
});
});
}
this._initiateRtcPeerConnectionManager = function () {
// close existing peer connection managed by rtcPeerConnectionManager
if (connect?.core?.softphoneManager?.rtcPeerConnectionManager?.close) {
connect.core.softphoneManager.rtcPeerConnectionManager.close();
connect.core.softphoneManager.rtcPeerConnectionManager = null;
}
var isPPCEnabled = softphoneParams.isSoftphonePersistentConnectionEnabled;
// browserId will be used to handle browser page refresh, iceRestart scenarios
var browserId;
if (!global.localStorage.getItem(BROWSER_ID)) {
global.localStorage.setItem(BROWSER_ID, AWS.util.uuid.v4());
}
browserId = global.localStorage.getItem(BROWSER_ID);
if (connect.RtcPeerConnectionManager) {
// Disable earlyGum and close rtcPeerConnectionFactory before creating RtcPeerConnectionManager
allowEarlyGum = false;
if (self.rtcPeerConnectionFactory?.close){
self.rtcPeerConnectionFactory.close();
self.rtcPeerConnectionFactory = null;
}
self.rtcPeerConnectionManager = new connect.RtcPeerConnectionManager(
null, // signalingURI for ccpv1
null, // iceServers
connect.hitch(self, requestIceAccess, {
transportType: "softphone",
softphoneClientId: softphoneClientId
}), // transportHandle
connect.hitch(self, publishError), // publishError
softphoneClientId, // clientId
null, // callContextToken
logger,
null, // contactId
null, // agent connectionId
connect.core.getWebSocketManager(),
self.rtcJsStrategy === null ? new connect.StandardStrategy(): self.rtcJsStrategy,
isPPCEnabled,
browserId
);
} else {
// customer who doesn't upgrade RTC.js will not be able to use RtcPeerConnectionManager to initialize persistent peer connection, but calls still work for them.
logger.info("RtcPeerConnectionManager does NOT exist, please upgrade RTC.js");
}
}
logger = new SoftphoneLogger(connect.getLog());
logger.info("[Softphone Manager] softphone manager initialization has begun").sendInternalLogToServer();
if(softphoneParams.allowEarlyGum !== false && (connect.isChromeBrowser() || connect.isEdgeBrowser())){
logger.info("[Softphone Manager] earlyGum mechanism enabled").sendInternalLogToServer();
allowEarlyGum = true;
} else {
logger.info("[Softphone Manager] earlyGum mechanism NOT enabled").sendInternalLogToServer();
allowEarlyGum = false;
}
logger.info(`[SoftphoneManager] Client Provided Strategy: ${softphoneParams.VDIPlatform}`).sendInternalLogToServer();
this._setRtcJsStrategy();
this._refreshRtcPeerConnectionFactory();
// if allowSoftphonePersistentConnection FAC is true, initiate RtcPeerConnectionManager
if (connect.core._allowSoftphonePersistentConnection && this.rtcPeerConnectionManager === null) {
this._initiateRtcPeerConnectionManager();
}
listenAgentConfigurationUpdate();
if (!SoftphoneManager.isBrowserSoftPhoneSupported()) {
publishError(SoftphoneErrorTypes.UNSUPPORTED_BROWSER,
"Connect does not support this browser. Some functionality may not work. ",
"");
}
if(softphoneParams.VDIPlatform !== VDIPlatformType.AWS_WORKSPACE) {
var gumPromise = fetchUserMedia({
success: function (stream) {
publishTelemetryEvent("ConnectivityCheckResult", null,
{
connectivityCheckType: "MicrophonePermission",
status: "granted"
});
publishTelemetryEvent("MicCheckSucceeded", null, {
context: "Initializing Softphone Manager"
}, true);
},
failure: function (err) {
publishError(err, "Your microphone is not enabled in your browser. ", "");
publishTelemetryEvent("ConnectivityCheckResult", null,
{
connectivityCheckType: "MicrophonePermission",
status: "denied"
});
publishTelemetryEvent("GumFailed", null, {
context: "Initializing Softphone Manager"
}, true);
}
});
}
const onMuteSub = handleSoftPhoneMuteToggle();
const onSetSpeakerDeviceSub = handleSpeakerDeviceChange();
const onSetMicrophoneDeviceSub = handleMicrophoneDeviceChange(!softphoneParams.disableEchoCancellation);
monitorMicrophonePermission();
this.ringtoneEngine = null;
var rtcSessions = {};
// Tracks the agent connection ID, so that if the same contact gets re-routed to the same agent, it'll still set up softphone
var callsDetected = {};
// variables for firefox multitab
var isSessionPending = false;
var pendingContact = null;
var pendingAgentConnectionId = null;
var postponeStartingSession = function (contact, agentConnectionId) {
isSessionPending = true;
pendingContact = contact;
pendingAgentConnectionId = agentConnectionId;
}
var cancelPendingSession = function () {
isSessionPending = false;
pendingContact = null;
pendingAgentConnectionId = null;
}
// helper method to provide access to rtc sessions
this.getSession = function (connectionId) {
return rtcSessions[connectionId];
}
this.replaceLocalMediaTrack = function (connectionId, track) {
var stream = localMediaStream[connectionId].stream;
if (stream) {
var oldTrack = stream.getAudioTracks()[0];
track.enabled = oldTrack.enabled;
oldTrack.enabled = false;
stream.removeTrack(oldTrack);
if (softphoneParams.VDIPlatform === VDIPlatformType.AWS_WORKSPACE) {
oldTrack.stop()
}
stream.addTrack(track);
}
};
var isContactTerminated = function (contact) {
return contact.getStatus().type === connect.ContactStatusType.ENDED ||
contact.getStatus().type === connect.ContactStatusType.ERROR ||
contact.getStatus().type === connect.ContactStatusType.MISSED;
};
var destroySession = (agentConnectionId) => {
if (rtcSessions.hasOwnProperty(agentConnectionId)) {
var session = rtcSessions[agentConnectionId];
// Currently the assumption is it will throw an exception only and if only it already has been hung up.
// TODO: Update once the hangup API does not throw exceptions
new Promise((resolve, reject) => {
delete rtcSessions[agentConnectionId];
delete callsDetected[agentConnectionId];
// if rtcPeerConnectionManager exists, it will hang up the session
if (this.rtcPeerConnectionManager) {
this.rtcPeerConnectionManager.hangup();
} else {
session.hangup();
}
}).catch(function (err) {
lily.getLog()
.warn(`There was an error destroying the softphone session for connection ID ${agentConnectionId} : ${err.message}`)
.withObject({agentConnectionId: agentConnectionId, errorMessage: err.message})
.sendInternalLogToServer();
});
}
};
// When multiple RTC sessions detected, ignore the new call and hang up the previous sessions.
// TODO: Update when connect-rtc exposes an API to detect session status.
var sanityCheckActiveSessions = function (rtcSessions) {
if (Object.keys(rtcSessions).length > 0) {
// Error! our state doesn't match, tear it all down.
for (var connectionId in rtcSessions) {
if (rtcSessions.hasOwnProperty(connectionId)) {
// Log an error for the session we are about to end.
publishMultipleSessionsEvent(HANG_UP_MULTIPLE_SESSIONS_EVENT, rtcSessions[connectionId].callId, connectionId);
destroySession(connectionId);
}
}
throw new Error("duplicate session detected, refusing to setup new connection");
}
};
this._clearAllSessions = function () {
connect
.getLog()
.info(
`Clearing all active sessions`
)
.sendInternalLogToServer();
for (var connectionId in rtcSessions) {
if (rtcSessions.hasOwnProperty(connectionId)) {
destroySession(connectionId);
}
}
}
this.startSession = function (_contact, _agentConnectionId) {
var contact = isSessionPending ? pendingContact : _contact;
var agentConnectionId = isSessionPending ? pendingAgentConnectionId : _agentConnectionId;
if (!contact || !agentConnectionId) {
return;
}
cancelPendingSession();
// Set to true, this will block subsequent invokes from entering.
callsDetected[agentConnectionId] = true;
logger.info("Softphone call detected:", "contactId " + contact.getContactId(), "agent connectionId " + agentConnectionId).sendInternalLogToServer();
// Ensure our session state matches our contact state to prevent issues should we lose track of a contact.
sanityCheckActiveSessions(rtcSessions);
if (contact.getStatus().type === connect.ContactStatusType.CONNECTING) {
publishTelemetryEvent("Softphone Connecting", contact.getContactId());
}
initializeParams();
var softphoneInfo = contact.getAgentConnection().getSoftphoneMediaInfo();
var callConfig = parseCallConfig(softphoneInfo.callConfigJson);
var webSocketProvider;
if (callConfig.useWebSocketProvider) {
webSocketProvider = connect.core.getWebSocketManager();
}
var session;
if (this.rtcJsStrategy) {
session = new connect.RTCSession(
callConfig.signalingEndpoint,
callConfig.iceServers,
softphoneInfo.callContextToken,
logger,
contact.getContactId(),
agentConnectionId,
webSocketProvider,
this.rtcJsStrategy);
} else {
session = new connect.RTCSession(
callConfig.signalingEndpoint,
callConfig.iceServers,
softphoneInfo.callContextToken,
logger,
contact.getContactId(),
agentConnectionId,
webSocketProvider);
}
session.echoCancellation = !softphoneParams.disableEchoCancellation;
rtcSessions[agentConnectionId] = session;
// Custom Event to indicate the session init operations
connect.core.getUpstream().sendUpstream(connect.EventType.BROADCAST, {
event: connect.ConnectionEvents.SESSION_INIT,
data: {
connectionId: agentConnectionId
}
});
session.onSessionFailed = function (rtcSession, reason) {
delete rtcSessions[agentConnectionId];
delete callsDetected[agentConnectionId];
publishSoftphoneFailureLogs(rtcSession, reason);
publishSessionFailureTelemetryEvent(contact.getContactId(), reason);
stopJobsAndReport(contact, rtcSession.sessionReport);
};
session.onSessionConnected = function (rtcSession) {
publishTelemetryEvent("Softphone Session Connected", contact.getContactId());
// Become master to send logs, since we need logs from softphone tab.
connect.becomeMaster(connect.MasterTopics.SEND_LOGS);
//start stats collection and reporting jobs
startStatsCollectionJob(rtcSession);
startStatsReportingJob(contact);
fireContactAcceptedEvent(contact);
};
session.onSessionCompleted = function (rtcSession) {
publishTelemetryEvent("Softphone Session Completed", contact.getContactId());
delete rtcSessions[agentConnectionId];
delete callsDetected[agentConnectionId];
// Stop all jobs and perform one last job.
stopJobsAndReport(contact, rtcSession.sessionReport);
// Cleanup the cached streams
deleteLocalMediaStream(agentConnectionId);
};
session.onLocalStreamAdded = function (rtcSession, stream) {
// Cache the streams for mute/unmute
localMediaStream[agentConnectionId] = {
stream: stream
};
connect.core.getUpstream().sendUpstream(connect.EventType.BROADCAST, {
event: connect.AgentEvents.LOCAL_MEDIA_STREAM_CREATED,
data: {
connectionId: agentConnectionId
}
});
};
session.remoteAudioElement = document.getElementById('remote-audio') || window.parent.parent.document.getElementById('remote-audio');
if (this.rtcPeerConnectionFactory) {
session.connect(this.rtcPeerConnectionFactory.get(callConfig.iceServers));
} else {
session.connect();
}
}
var onDestroyContact = function (agentConnectionId) {
// handle an edge case where a connecting contact gets cleared and the next agent snapshot doesn't contain the contact thus the onRefreshContact callback below can't properly clean up the stale session.
if (rtcSessions[agentConnectionId]) {
destroySession(agentConnectionId);
}
}
var onRefreshContact = function (contact, agentConnectionId) {
if (rtcSessions[agentConnectionId] && isContactTerminated(contact)) {
destroySession(agentConnectionId);
cancelPendingSession();
}
if (contact.isSoftphoneCall() && !callsDetected[agentConnectionId] && (
contact.getStatus().type === connect.ContactStatusType.CONNECTING ||
contact.getStatus().type === connect.ContactStatusType.INCOMING)) {
publishTelemetryEvent('SoftphoneConfigDetected', contact.getContactId(), {}, true);
if (connect.isFirefoxBrowser() && connect.hasOtherConnectedCCPs()) {
logger.info('[Softphone Manager] Postpone starting session: ' + contact.getContactId()).sendInternalLogToServer();
postponeStartingSession(contact, agentConnectionId);
} else {
if (allowEarlyGum && connect.core.userMediaProvider?.precapturedMediaStreamAvailable()) {
earlyGumWorked = true;
logger.info('[Softphone Manager] starting session using precapturedMediaStream').sendInternalLogToServer();
self.startSession(contact, agentConnectionId, connect.core.userMediaProvider.getPrecapturedMediaStream());
} else {
earlyGumWorked = false;
if(connect.core._isEarlyGumDisabled){
allowEarlyGum = false;
}
self.startSession(contact, agentConnectionId);
}
}
}
};
var onInitContact = function (contact) {
var agentConnectionId = contact.getAgentConnection().connectionId;
logger.info("Contact detected:", "contactId " + contact.getContactId(), "agent connectionId " + agentConnectionId).sendInternalLogToServer();
if (!callsDetected[agentConnectionId]) {
contact.onRefresh(function (_contact) {
onRefreshContact(_contact, agentConnectionId);
});
contact.onDestroy(function () {
onDestroyContact(agentConnectionId);
// clean up localMediaStream
if (localMediaStream[agentConnectionId]) deleteLocalMediaStream(agentConnectionId);
});
}
};
const onInitContactSub = connect.contact(onInitContact);
// Contact already in connecting state scenario - In this case contact INIT is missed hence the OnRefresh callback is missed.
new connect.Agent().getContacts().forEach(function (contact) {
var agentConnectionId = contact.getAgentConnection().connectionId;
logger.info("Contact exist in the snapshot. Reinitiate the Contact and RTC session creation for contactId" + contact.getContactId(), "agent connectionId " + agentConnectionId)
.sendInternalLogToServer();
onInitContact(contact);
onRefreshContact(contact, agentConnectionId);
});
this.terminate = () => {
onInitContactSub && onInitContactSub.unsubscribe && onInitContactSub.unsubscribe();
onMuteSub && onMuteSub.unsubscribe && onMuteSub.unsubscribe();
onSetSpeakerDeviceSub && onSetSpeakerDeviceSub.unsubscribe && onSetSpeakerDeviceSub.unsubscribe();
onSetMicrophoneDeviceSub && onSetMicrophoneDeviceSub.unsubscribe && onSetMicrophoneDeviceSub.unsubscribe();
if (this.rtcPeerConnectionFactory.clearIdleRtcPeerConnectionTimerId) {
// This method needs to be called when destroying the softphone manager instance.
// Otherwise the refresh loop in rtcPeerConnectionFactory will keep spawning WebRTCConnections every 60 seconds
// and you will eventually get SoftphoneConnectionLimitBreachedException later.
this.rtcPeerConnectionFactory.clearIdleRtcPeerConnectionTimerId();
}
this.rtcPeerConnectionFactory = null;
if (this.rtcPeerConnectionManager && this.rtcPeerConnectionManager.clearIdleRtcPeerConnectionTimerId) {
this.rtcPeerConnectionManager.clearIdleRtcPeerConnectionTimerId();
}
};
};
var fireContactAcceptedEvent = function (contact) {
var conduit = connect.core.getUpstream();
var agentConnection = contact.getAgentConnection();
if (!agentConnection) {
logger.info("Not able to retrieve the auto-accept setting from null AgentConnection, ignoring event publish..").sendInternalLogToServer();
return;
}
var softphoneMediaInfo = agentConnection.getSoftphoneMediaInfo();
if (!softphoneMediaInfo) {
logger.info("Not able to retrieve the auto-accept setting from null SoftphoneMediaInfo, ignoring event publish..").sendInternalLogToServer();
return;
}
if (softphoneMediaInfo.autoAccept === true) {
logger.info("Auto-accept is enabled, sending out Accepted event to stop ringtone..").sendInternalLogToServer();
conduit.sendUpstream(connect.EventType.BROADCAST, {
event: connect.ContactEvents.ACCEPTED,
data: new connect.Contact(contact.contactId)
});
conduit.sendUpstream(connect.EventType.BROADCAST, {
event: connect.core.getContactEventName(connect.ContactEvents.ACCEPTED, contact.contactId),
data: new connect.Contact(contact.contactId)
});
} else {
logger.info("Auto-accept is disabled, ringtone will be stopped by user action.").sendInternalLogToServer();
}
};
// Bind events for mute
var handleSoftPhoneMuteToggle = function () {
var bus = connect.core.getEventBus();
return bus.subscribe(connect.EventType.MUTE, muteToggle);
};
var handleSpeakerDeviceChange = function() {
var bus = connect.core.getEventBus();
return bus.subscribe(connect.ConfigurationEvents.SET_SPEAKER_DEVICE, setSpeakerDevice);
}
var handleMicrophoneDeviceChange = function (enableEchoCancellation) {
var bus = connect.core.getEventBus();
return bus.subscribe(connect.ConfigurationEvents.SET_MICROPHONE_DEVICE, (data) => setMicrophoneDevice({ ...data, enableEchoCancellation }));
}
var monitorMicrophonePermission = function () {
try {
if (connect.isChromeBrowser() && connect.getChromeBrowserVersion() > 43){
navigator.permissions.query({name: 'microphone'})
.then(function(permissionStatus){
permissionStatus.onchange = function(){
logger.info("Microphone Permission: " + permissionStatus.state);
publishTelemetryEvent("ConnectivityCheckResult", null,
{
connectivityCheckType: "MicrophonePermission",
status: permissionStatus.state
});
if(permissionStatus.state === 'denied'){
publishError(SoftphoneErrorTypes.MICROPHONE_NOT_SHARED,
"Your microphone is not enabled in your browser. ",
"");
}
}
})
}
} catch (e) {
logger.error("Failed in detecting microphone permission status: " + e);
}
}
// Make sure once we disconnected we get the mute state back to normal
var deleteLocalMediaStream = function (connectionId) {
delete localMediaStream[connectionId];
connect.core.getUpstream().sendUpstream(connect.EventType.BROADCAST, {
event: connect.AgentEvents.MUTE_TOGGLE,
data: { muted: false }
});
};
// Check for the local streams if exists - revert it
// And inform other clients about the change
var muteToggle = function (data) {
var status;
if (connect.keys(localMediaStream).length === 0) {
return;
}
if (data && data.mute !== undefined) {
status = data.mute;
}
for (var connectionId in localMediaStream) {
if (localMediaStream.hasOwnProperty(connectionId)) {
var localMedia = localMediaStream[connectionId].stream;
if (localMedia) {
var audioTracks = localMedia.getAudioTracks()[0];
if (status !== undefined) {
audioTracks.enabled = !status;
localMediaStream[connectionId].muted = status;
if (status) {
logger.info("Agent has muted the contact, connectionId - " + connectionId).sendInternalLogToServer();
} else {
logger.info("Agent has unmuted the contact, connectionId - " + connectionId).sendInternalLogToServer();
}
} else {
status = localMediaStream[connectionId].muted || false;
}
}
}
}
connect.core.getUpstream().sendUpstream(connect.EventType.BROADCAST, {
event: connect.AgentEvents.MUTE_TOGGLE,
data: { muted: status }
});
};
var setSpeakerDevice = function (data = {}) {
const deviceId = data.deviceId || '';
connect.getLog().info(`[Audio Device Settings] Attempting to set speaker device ${deviceId}`).sendInternalLogToServer();
if (!deviceId) {
connect.getLog().warn("[Audio Device Settings] Setting speaker device cancelled due to missing deviceId").sendInternalLogToServer();
return;
}
var remoteAudioElement = document.getElementById('remote-audio') || window.parent.parent.document.getElementById('remote-audio');
if (remoteAudioElement && typeof remoteAudioElement.setSinkId === 'function') {
remoteAudioElement.setSinkId(deviceId).then(() => {
connect.getLog().info(`[Audio Device Settings] Speaker device ${deviceId} successfully set to speaker audio element`).sendInternalLogToServer();
connect.core.getUpstream().sendUpstream(connect.EventType.BROADCAST, {
event: connect.ConfigurationEvents.SPEAKER_DEVICE_CHANGED,
data: { deviceId: deviceId }
});
}).catch((e) => {
connect.getLog().error("[Audio Device Settings] Failed to set speaker device " + deviceId).withException(e).sendInternalLogToServer()
});
} else {
connect.getLog().warn("[Audio Device Settings] Setting speaker device cancelled due to missing remoteAudioElement").sendInternalLogToServer();
}
}
var setMicrophoneDevice = function (data = {}) {
const deviceId = data.deviceId || '';
connect.getLog().info(`[Audio Device Settings] Attempting to set microphone device ${deviceId}`).sendInternalLogToServer();
if (connect.keys(localMediaStream).length === 0) {
connect.getLog().warn("[Audio Device Settings] Setting microphone device cancelled due to missing localMediaStream").sendInternalLogToServer();
return;
}
if (!deviceId) {
connect.getLog().warn("[Audio Device Settings] Setting microphone device cancelled due to missing deviceId").sendInternalLogToServer();
return;
}
var softphoneManager = connect.core.getSoftphoneManager();
var CONSTRAINT = { audio: { deviceId: { exact: deviceId } } };
if (!data.enableEchoCancellation) CONSTRAINT.audio.echoCancellation = false;
connect.publishMetric({
name: ECHO_CANCELLATION_CHECK,
data: {
count: 1,
disableEchoCancellation: !data.enableEchoCancellation
}
});
navigator.mediaDevices.getUserMedia(CONSTRAINT)
.then((newMicrophoneStream) => {
try {
var newMicrophoneTrack = newMicrophoneStream.getAudioTracks()[0];
for (var connectionId in localMediaStream) {
if (localMediaStream.hasOwnProperty(connectionId)) {
var localMedia = localMediaStream[connectionId].stream;
var session = softphoneManager.getSession(connectionId);
//Replace the audio track in the RtcPeerConnection
session._pc.getSenders()[0].replaceTrack(newMicrophoneTrack).then(function () {
//Replace the audio track in the local media stream (for mute / unmute)
softphoneManager.replaceLocalMediaTrack(connectionId, newMicrophoneTrack);
connect.getLog().info(`[Audio Device Settings] Microphone device ${deviceId} successfully set to local media stream in RTCRtpSender`).sendInternalLogToServer();
});
}
}
} catch(e) {
connect.getLog().error("[Audio Device Settings] Failed to set microphone device " + deviceId).withException(e).sendInternalLogToServer();
return;
}
connect.core.getUpstream().sendUpstream(connect.EventType.BROADCAST, {
event: connect.ConfigurationEvents.MICROPHONE_DEVICE_CHANGED,
data: { deviceId: deviceId }
});
}).catch((e) => {
connect.getLog().error("[Audio Device Settings] Failed to set microphone device " + deviceId).withException(e).sendInternalLogToServer();
});
}
var publishSoftphoneFailureLogs = function (rtcSession, reason) {
if (reason === connect.RTCErrors.ICE_COLLECTION_TIMEOUT) {
var endPointUrl = "\n";
for (var i = 0; i < rtcSession._iceServers.length; i++) {
for (var j = 0; j < rtcSession._iceServers[i].urls.length; j++) {
endPointUrl = endPointUrl + rtcSession._iceServers[i].urls[j] + "\n";
}
}
publishError(SoftphoneErrorTypes.ICE_COLLECTION_TIMEOUT, "Ice collection timedout. ", endPointUrl);
} else if (reason === connect.RTCErrors.USER_BUSY) {
publishError(SoftphoneErrorTypes.USER_BUSY_ERROR,
"Softphone call UserBusy error. ",
"");
} else if (reason === connect.RTCErrors.SIGNALLING_HANDSHAKE_FAILURE) {
publishError(SoftphoneErrorTypes.SIGNALLING_HANDSHAKE_FAILURE,
"Handshaking with Signalling Server " + rtcSession._signalingUri + " failed. ",
rtcSession._signalingUri);
} else if (reason === connect.RTCErrors.GUM_TIMEOUT_FAILURE || reason === connect.RTCErrors.GUM_OTHER_FAILURE) {
publishError(SoftphoneErrorTypes.MICROPHONE_NOT_SHARED,
"Your microphone is not enabled in your browser. ",
"");
} else if (reason === connect.RTCErrors.SIGNALLING_CONNECTION_FAILURE) {
publishError(SoftphoneErrorTypes.SIGNALLING_CONNECTION_FAILURE,
"URL " + rtcSession._signalingUri + " cannot be reached. ",
rtcSession._signalingUri);
} else if (reason === connect.RTCErrors.CALL_NOT_FOUND) {
// No need to publish any softphone error for this case. CCP UX will handle this case.
logger.error("Softphone call failed due to CallNotFoundException.").sendInternalLogToServer();
} else {
publishError(SoftphoneErrorTypes.WEBRTC_ERROR,
"webrtc system error. ",
"");
}
};
/** Parse the JSON encoded web call config into the data it represents. */
var parseCallConfig = function (serializedConfig) {
// Our underscore is too old for unescape
// https://issues.amazon.com/issues/CSWF-1467
var decodedJSON = serializedConfig.replace(/"/g, '"');
return JSON.parse(decodedJSON);
};
var fetchUserMedia = function (callbacksIn) {
var callbacks = callbacksIn || {};
callbacks.success = callbacks.success || function () { };
callbacks.failure = callbacks.failure || function () { };
var CONSTRAINT = {
audio: true
};
var promise = null;
if (typeof Promise !== "function") {
callbacks.failure(SoftphoneErrorTypes.UNSUPPORTED_BROWSER);
return;
}
if (typeof navigator.mediaDevices === "object" && typeof navigator.mediaDevices.getUserMedia === "function") {
promise = navigator.mediaDevices.getUserMedia(CONSTRAINT);
} else if (typeof navigator.webkitGetUserMedia === "function") {
promise = new Promise(function (resolve, reject) {
navigator.webkitGetUserMedia(CONSTRAINT, resolve, reject);
});
} else {
callbacks.failure(SoftphoneErrorTypes.UNSUPPORTED_BROWSER);
return;
}
promise.then(function (stream) {
var audioTracks = stream.getAudioTracks();
if (audioTracks && audioTracks.length > 0) {
callbacks.success(stream);
} else {
callbacks.failure(SoftphoneErrorTypes.MICROPHONE_NOT_SHARED);
}
}, function (err) {
callbacks.failure(SoftphoneErrorTypes.MICROPHONE_NOT_SHARED);
});
return promise;
};
var publishError = function (errorType, message, endPointUrl) {
logger.error("Softphone error occurred : ", errorType,
message || "").sendInternalLogToServer();
connect.core.getUpstream().sendUpstream(connect.EventType.BROADCAST, {
event: connect.AgentEvents.SOFTPHONE_ERROR,
data: new connect.SoftphoneError(errorType, message, endPointUrl)
});
};
var publishSessionFailureTelemetryEvent = function (contactId, reason) {
publishTelemetryEvent("Softphone Session Failed", contactId, {
failedReason: reason
});
};
var publishTelemetryEvent = function (eventName, contactId, data) {
connect.publishMetric({
name: eventName,
contactId: contactId,
data: data
});
};
// Publish the contact and agent information in a multiple sessions scenarios
var publishMultipleSessionsEvent = function (eventName, contactId, agentConnectionId) {
publishTelemetryEvent(eventName, contactId, [{
name: "AgentConnectionId",
value: agentConnectionId
}]);
logger.info("Publish multiple session error metrics", eventName, "contactId " + contactId, "agent connectionId " + agentConnectionId)
.sendInternalLogToServer();
};
SoftphoneManager.isBrowserSoftPhoneSupported = function () {
// In Opera, the true version is after "Opera" or after "Version"
if (connect.isOperaBrowser() && connect.getOperaBrowserVersion() > 17) {
return true;
}
// In Chrome, the true version is after "Chrome"
else if (connect.isChromeBrowser() && connect.getChromeBrowserVersion() > 22) {
return true;
}
// In Firefox, the true version is after "Firefox"
else if (connect.isFirefoxBrowser() && connect.getFirefoxBrowserVersion() > 21) {
return true;
} else {
return false;
}
};
var sendSoftphoneMetrics = function (contact) {
var streamStats = timeSeriesStreamStatsBuffer.slice();
timeSeriesStreamStatsBuffer = [];
if (streamStats.length > 0) {
contact.sendSoftphoneMetrics(streamStats, {
success: function () {
logger.info("sendSoftphoneMetrics success" + JSON.stringify(streamStats))
.sendInternalLogToServer();
},
failure: function (data) {
logger.error("sendSoftphoneMetrics failed.")
.withObject(data)
.sendInternalLogToServer();
}
});
}
};
var sendSoftphoneReport = function (contact, report, userAudioStats, remoteAudioStats) {
report.streamStats = [addStreamTypeToStats(userAudioStats, AUDIO_INPUT),
addStreamTypeToStats(remoteAudioStats, AUDIO_OUTPUT)];
var callReport = {
callStartTime: report.sessionStartTime,
callEndTime: report.sessionEndTime,
gumTimeMillis: report.gumTimeMillis,
initializationTimeMillis: report.initializationTimeMillis,
iceCollectionTimeMillis: report.iceCollectionTimeMillis,
signallingConnectTimeMillis: report.signallingConnectTimeMillis,
handshakingTimeMillis: report.handshakingTimeMillis,
preTalkingTimeMillis: report.preTalkingTimeMillis,
talkingTimeMillis: report.talkingTimeMillis,
cleanupTimeMillis: report.cleanupTimeMillis,
iceCollectionFailure: report.iceCollectionFailure,
signallingConnectionFailure: report.signallingConnectionFailure,
handshakingFailure: report.handshakingFailure,
gumOtherFailure: report.gumOtherFailure,
gumTimeoutFailure: report.gumTimeoutFailure,
createOfferFailure: report.createOfferFailure,
setLocalDescriptionFailure: report.setLocalDescriptionFailure,
userBusyFailure: report.userBusyFailure,
invalidRemoteSDPFailure: report.invalidRemoteSDPFailure,
noRemoteIceCandidateFailure: report.noRemoteIceCandidateFailure,
setRemoteDescriptionFailure: report.setRemoteDescriptionFailure,
softphoneStreamStatistics: report.streamStats
};
contact.sendSoftphoneReport(callReport, {
success: function () {
logger.info("sendSoftphoneReport success" + JSON.stringify(callReport))
.sendInternalLogToServer();
},
failure: function (data) {
logger.error("sendSoftphoneReport failed.")
.withObject(data)
.sendInternalLogToServer();
}
});
var streamPerSecondStats = {
AUDIO_INPUT : {
packetsCount: inputRTPStreamStatsBuffer.map(stats => stats.packetsCount),
packetsLost: inputRTPStreamStatsBuffer.map(stats => stats.packetsLost),
audioLevel: inputRTPStreamStatsBuffer.map(stats => stats.audioLevel),
jitterBufferMillis: inputRTPStreamStatsBuffer.map(stats => stats.jitterBufferMillis)
},
AUDIO_OUTPUT : {
packetsCount: outputRTPStreamStatsBuffer.map(stats => stats.packetsCount),
packetsLost: outputRTPStreamStatsBuffer.map(stats => stats.packetsLost),
audioLevel: outputRTPStreamStatsBuffer.map(stats => stats.audioLevel),
jitterBufferMillis: outputRTPStreamStatsBuffer.map(stats => stats.jitterBufferMillis),
roundTripTimeMillis: outputRTPStreamStatsBuffer.map(stats => stats.roundTripTimeMillis)
}
}
var telemetryCallReport = {
...callReport,
softphoneStreamPerSecondStatistics: streamPerSecondStats,
iceConnectionsLost: report.iceConnectionsLost,
iceConnectionsFailed: report.iceConnectionsFailed || null,
peerConnectionFailed: report.peerConnectionFailed || null,
rtcJsVersion: report.rtcJsVersion || null,
consecutiveNoAudioInputPackets: consecutiveNoAudioInputPackets,
consecutiveLowInputAudioLevel: consecutiveLowInputAudioLevel,
consecutiveNoAudioOutputPackets: consecutiveNoAudioOutputPackets,
consecutiveLowOutputAudioLevel: consecutiveLowOutputAudioLevel,
audioInputConnectedDurationSeconds: audioInputConnectedDurationSeconds,