Amazon Connect Streams uses a multi-layered approach to provide a consistent level of control and customizability for CRM integrations, allowing you to build as sophisticated or as limited of an integration as is necessary for your business needs.
Connect Streams uses the concept of Streams to represent the connection points between each browser-side layer of the integration. Multiple Streams are connected together to create a bi-directional Conduit through which events and requests flow. There are three browser-side layers, starting with the CRM:
- CRM Integration: This is the CRM client code itself which initializes Connect Streams.
The client initialization code builds an
<iframe/>into which the CCP is loaded. This may be visible or hidden based on your preferences, and provides a default call-control user interface contained in the frame. - Contact Control Panel (CCP) The CCP is the built-in agent call-control experience in Amazon Connect. It provides directory authentication for the currently logged in agent. It also plays the role of a middle-man for requests between the CRM integration and the Connect Shared Worker which makes AJAX requests to the Amazon Connect CTI Service which handles them.
- Connect Shared Worker: This is an HTML5 SharedWorker that, in addition to handling API requests from downstream, performs long-polling of agent state data and incremental polling of agent configuration data. Whenever the agent state or configuration data changes, these changes are synchronized across all open CCP tabs, iframes, and connected CRM integration pages.
