01 Product & Integration Overview

1. What is AgentSDK?

AgentSDK is an enterprise-grade headless (UI-less) calling SDK for web-based agent applications. It provides telephony and event notifications for contact center scenarios:

Built-in connection management, event model, heartbeat, and reconnection
Supports both UMD (script tag) and ESM (npm package) integration
Exposes a public contract in the form of Operations (Promises) + Events (on/off/once)

If you only need a UI toolbar (plugin edition), it is typically provided by an upper-layer AgentToolbar built on top of AgentSDK. This documentation focuses on the API/SDK (headless) integration.

2. Integration Options

2.1 UMD (for direct page inclusion)

Include the bundle via <script>
The SDK is exposed on window (global name is typically window.AgentSDK)

2.2 ESM (for modern build systems)

Install via npm/pnpm/yarn
Import the SDK in your codebase

3. Prerequisites (must confirm)

HTTPS: microphone permission generally requires HTTPS (especially for WebRTC softphone scenarios)
Browser permissions: microphone access must be granted; ensure corporate/browser policies allow it
Network connectivity: baseURL (Agent Gateway endpoint) must be reachable
Credentials: valid tenantId / agentNo / sessionKey for sign-in

4. High-Level Data Flow

AgentSDK communicates with backend services primarily over WebSocket:

You initiate an operation: sdk.method(params) → backend processes → returns an operation response (Promise resolves)
Backend/SDK emits events: sdk.on(EventType.X, handler) receives event notifications

Typical usage:

Check the Promise first: definitive success/failure of the operation (recommended)
Then handle events: drive UI updates and workflow orchestration (status changes, call milestones, etc.)

5. Reading Guide

First-time integration: 02-Quick-Start → 03-Core-Concepts-and-Lifecycle
Troubleshooting: 07-Error-Handling, then 05-Events + 08-State-Machine-stateAction
Type/TS work: treat 06-Types as the source of truth