Salesforce CCaaS Voice/Messaging Demo

The demo app is a sample application for both "Partner Telephony Systems" that integrate with Salesforce Service Cloud Voice and "BYO OTT" that integrates with Salesforce Service Cloud Messaging (Inbound/Outbound).

• The "Partner Telephony Systems" application demonstrates an optimal Voice implementation based on a group of telephony API mocks. It also includes a voice call simulation tool that you can use to test call actions such as making and answering calls and using phone controls.
• For "BYO OTT" application helps you test the features of inbound/outbound messaging and attachment for inbound messages after your custom channel messaging configuration is done. It also allows you to customize the settings of "Conversation Channel Definition API Name", "Conversation Address Identifier", "End User Client Identifier", and "Custom Event Payload Field" to test different custom channels, conversations, and end users.

Document

We’ve provided documentation for Salesforce Service Cloud Voice connector APIs in the /docs/ folder.

Installation

Environment setup

The developer environment requires Node, NPM and webpack-dev-server.

Installation

Clone this repo

$ git clone https://git.soma.salesforce.com/hvcc/ccaas-demo-connector.git

Install npm dependencies

$ cd ccaas-demo-connector
$ npm install

Config Setup

$ cp config.env .env

Setup "Partner Telephony Systems" application

Open .env and set following config values as per Org and Environment if needed.

################## env vars for remote-control (Voice)
#Server app will listen on this port. Only change if you want to use other port.
SERVER_PORT=3030
#Server Url. Only change if you want to use other port.
SERVER_URL=http://localhost:3030
#Contact Center Phone No. Only Change if you want to use any other Contact Center Number
CALL_CENTER_NO=4150000000
#Only use if you want to bypass SCRT and use your own VoiceCallId for inbound call
#OVERRIDE_VOICECALLID=0LQxx0000004C92GAE

• OVERRIDE_VOICECALLID (Optional): If you want to bypass scrt2 to create a voiceCall, pass a voiceCallId, i.e. 0LQxx0000004CIiGAM

• PRIVATE_KEY: If you have generated your own private/public key pair then replace the private key at /src/server/private.key

Open webpack.config.js and configure the local host web server URL.

• Default value for devServer.host is 0.0.0.0, it allows your server to be accessible externally, you can use https://127.0.0.1:8080 as the adapter URL without any change in local development, DO NOT use https://localhost:8080 as it will give CORS error. If you want to configure to use your own specific URL please see details in the webpack documents

SSL certificate for local HTTPS development

• HTTPS is enabled by default in webpack.config.js, if you don't have a SSL certificate in your local server, you will see a warning page in browser with message "Your connection is not private", and you can choose to preceed to your web server URL.

• To avoid the warning message from the browser, you can setup a self-signed SSL certificate for you local web server.

Setup "BYO OTT" application

Open .env and replace all placeholder vars marked inside <> accordingly shown as below:

################# env vars for ottApp (Messaging)
SF_CONSUMER_KEY="<connected app consumer key>"
SF_PRIVATE_KEY="<private key>"
SF_AUDIENCE=https://login.salesforce.com [^1]
SF_SUBJECT=<admin user name>[^9]
SF_AUTH_ENDPOINT=https://login.salesforce.com/services/oauth2/token [^2]
SF_PUB_SUB_ENDPOINT=api.pubsub.salesforce.com:7443 [^3]
SF_PUB_SUB_EVENT_RECEIVE_LIMIT=100
SF_INSTANCE_URL=<Salesforce core app instance url> [^4][^9]
SF_SCRT_INSTANCE_URL=<Salesforce core app scrt2 instance url> [^5][^9]
SF_ORG_ID=<orgId>[^9]
SF_AUTHORIZATION_CONTEXT=<ConversationChannelDefinition API Name>[^9]
CHANNEL_ADDRESS_IDENTIFIER=<Channel address identifier> [^6]
END_USER_CLIENT_IDENTIFIER=<End user client identifier>
PORT=3000
IS_LOCAL_CONFIG=true[^8]
API_VERSION=<Ex: "63.0" API version for the current release of salesforce app>[^10]
SF_PASSWORD=<admin user password>[^11]

Setup "BYO CCaaS" application for messaging

Complete Setup "BYO OTT" application step above, update IS_LOCAL_CONFIG to false. Then replace all placeholder vars marked inside <> accordingly shown as below:

################# extra env vars for CCaaS (Messaging)
USER_ID=<Valid salesforce or external user id>[^9]
ROUTING_OWNER=<Owner of Routing possible values Partner|Salesforce>[^9]
CAPACITY_WEIGHT=<Capacity weight which will be used in agent work example value:1>[^9]
AUTO_CREATE_AGENT_WORK=<true or false>[^7][^9]

Note:

• [^1] The audience url for different environments:
  • Salesforce internal dev instance: https://login.test1.pc-rnd.salesforce.com
  • Sandbox instance: https://test.salesforce.com
  • Prod instance: https://login.salesforce.com
• [^2] The auth endpoint for different environments:
  • Salesforce internal dev instance: https://login.test1.pc-rnd.salesforce.com/services/oauth2/token
  • Sandbox instance: https://test.salesforce.com/services/oauth2/token
  • Prod instance: https://login.salesforce.com/services/oauth2/token
• [^3] The Pub/Sub endpoint for different environments:
  • Salesforce internal dev instance: api.stage.pubsub.salesforce.com:7443
  • Sandbox instance: api.pubsub.salesforce.com:7443
  • Prod instance: api.pubsub.salesforce.com:7443
• [^4] The value of <Salesforce core app instance url> above is an url with the pattern of "https://<your org my domain name>.my.salesforce.com".
• [^5] The value of <Salesforce core app scrt2 instance url> above is an url with the pattern of "https://<your org my domain name>.my.salesforce-scrt.com".
• [^6] The value of <Channel address identifier> above is the value from field "ChannelAddressIdentifier" in corresponding MessagingChannel record.
• [^7] Auto create agent work boolean flag is used to specify if agent work should be created automatically when sending inbound messages.
• [^8] Specify if it reads configuration from env or from core. Under the circumstance of no contact center, please select true.
• [^9] No need to specify if you choose IS_LOCAL_CONFIG=false
• [^10] The API version for the current release of salesforce app. This should be specified in the format "XX.0", where XX is the version number. For example, "62.0".
• [^11] The admin password for the Salesforce instance. Ensure this is securely stored and not exposed in public repositories.

Launch application

$ npm start

By default the web server will run in SSL on port 8080.

Now that your web server is running, you can point your Service Cloud Voice Call Center Adapter URL to the web server URL (i.e. https://example.com:8080)

Launch CCaaS Voice/Messaging Demo app

When the app is running you can find it by going to this URL {your web server URL}/ccaas (i.e. https://localhost:8080/ccaas). You can use this URL to verify the installation succeed.

This application provides both voice call simulation tool that you can use to test call actions such as making and answering calls and using phone controls, and BYO OTT testing tool that you can use to test inbound/outbound messaging. These two parts are organized in two tabs: "Voice" and "Message".

Testing

Lint all the source code and run all the unit tests:

$ npm test

To bundle the source code in the src/ folder into one connector.js file:

$ gulp bundle

To bundle the source code in the src/ folder into one minified connector_min.js file:

$ gulp bundle --mode prod

Note about using the telephony integration service

Certain features (e.g. voice call transcripts) depend on the telephony integration service to work. In order for the demo connector to be able to authenticate with it, you need to set the private key in src/server/private.key to match the public key that you created your call center with. If you don't want to create a new key pair you can use the one in src/server/cert.pem

Contributing and Developing Locally

We welcome contributors into our repo. Please read the contributing guidelines for more information.