Connect Development Basics

Basics you should be familiar with.

Contact Objects

Each Call, Chat or Task is one Contact Object.

Channels

There are 3 Channels for Inbound (Incoming contacts)

1. Voice - For Calls
2. Chat - For Chats
3. Task - For Tasks

There is one additional Channel for Outbound Call (Outgoing Calls)

Actives contacts at a time

• There is only one inbound channel active at a time.
• An outbound call can be made while an inbound channel is active.

In detail:

• If you are in an Incoming call, then you cannot receive chats or tasks.
• If you are in a chat
  • you can receive new chats up to the limit set in the connect console.
  • you cannot get new calls or tasks.
  • you can make a new outgoing call.
• If you are in a task (similar behaviour to chat)
  • you can receive new tasks up to the limit set in the connect console.
  • you cannot get new calls or chats.
  • you can make a new outgoing call.

Connections

With each contact object you can have multiple Connections. There are always two connections:

1. Agent connection
2. Initial connection

Additionally, for calls, you can add one more connection by transferring a call.

tip

In the browser console, you can see the active connections of the first contact object by executing

new connect.Agent().getContacts()[0].getConnections()

Transfers

Calls

• You transfer a call by first adding a new contact to the call with quick connects which starts a 3-way call.
• You can then individually put on hold or end, the customer or the new agent.
• Ending the other agent call will simply remove them.
• Ending the customer call will remove you from the call. The call will continue for the other agent and the customer.

info

In a 3-way call, there are 3 connections:

1. Agent connection, can be obtained by
   1. getAgentConnection()
   2. The first connection of getConnections().
2. Initial connection (customer), can be obtained by
   1. getInitialConnection()
   2. getActiveInitialConnection()
   3. The second connection of getConnections().
3. 3rd Party connection, , can be obtained by
   1. getThirdPartyConnection()
   2. getSingleActiveThirdPartyConnection()
   3. The third connection of getConnections().

The connection is active if it is in incoming, connecting, connected, or on hold state.

info

In a 3-way call, if all connections are talking i.e. in connected state. It is called a conference call;

Chats

• You can transfer chat to a queue or an agent.
• Transferring ends your chat.

Tasks

• You can transfer chat to a queue or an agent.
• Transferring ends your chat.