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For resume, try using
session.contact.getInitialConnection().resume
the example is very light as in the new multi-conference model, you can individual connection on hold and resume specific ones. So using contact.getConnections and traversing them is important.
check out this explanation on github, https://github.com/amazon-connect/amazon-connect-streams/issues/307
Amazon Connect's Contact Control Panel (CCP) provides a web-based interface for agents to manage their interactions. If you're using a fully custom CCP and experiencing issues with the Hold/Resume button, there could be several reasons for this. Here are some steps to troubleshoot and potentially resolve the issue:
Check the Browser Console for Errors:
- Open the browser's developer tools (usually by pressing F12 or right-clicking on the page and selecting "Inspect" or "Inspect Element")
- Navigate to the "Console" tab.
- Look for any JavaScript errors or warnings. These might give you clues about what's going wrong.
Ensure Streams Library is Updated:
- Amazon Connect uses the Amazon Connect Streams API for its CCP. Ensure you're using the latest version of the Streams library. Outdated versions might have bugs or incompatibilities.
Check the Implementation:
- Ensure that the Hold/Resume functionality is correctly implemented in your custom CCP. The Streams API provides methods like contact.hold() and contact.resume() to manage this.
- Check if there are any conditions or logic that might be preventing the execution of these methods.
Network Issues:
- Sometimes, network issues or interruptions can cause unexpected behavior. Check the browser's "Network" tab in the developer tools to see if there are any failed requests or unusual delays.
Permissions:
- Ensure that the IAM role associated with your Amazon Connect instance has the necessary permissions to perform hold and resume actions.
Check Amazon Connect Settings:
- In the Amazon Connect console, navigate to the routing profile associated with the agent experiencing the issue. Ensure that the "Allow hold" option is enabled.
Softphone Configuration:
- Ensure that the softphone is correctly configured in Amazon Connect. Incorrect configurations can lead to unexpected behavior.
** Test in the Standard CCP:**
- As a troubleshooting step, try using the standard CCP provided by Amazon Connect. If the Hold/Resume functionality works there, the issue is likely with the custom CCP implementation.
Review Documentation:
- It's always a good idea to review the official AWS documentation for Amazon Connect and the Streams API. There might be updates or notes that address the specific issue you're facing.
Remember, when working with a fully custom CCP, it's essential to thoroughly test all functionalities, especially after making changes or updates, to ensure a smooth experience for agents.
The hold actual works, but the resume is not working. session.contact.getAgentConnection().hold({ success: function () { alert("Hold contact via Streams"); }, failure: function () { alert("Failed to disconnect contact via Streams"); } }); session.contact.getAgentConnection().resume({ success: function () { alert("resume contact via Streams"); }, failure: function (e) { alert(e); }
});
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I am having an issue on the transfer as well. I used this code: function newTransfer() { try {
var contact = Theagent.getContacts(lily.ContactType.VOICE)[0]
contact.getAgentConnection().destroy(); contact.clear();
}