@webex/contact-center 3.10.0-next.2 → 3.10.0-next.21

package/dist/webex.js.map

@@ -1 +1 @@
-{"version":3,"names":["_merge","_interopRequireDefault","require","_webexCore","_safeBuffer","_webexConfig","obj","__esModule","default","global","Buffer","Webex","WebexCore","extend","webex","version","init","attrs","config","merge","_default","exports"],"sources":["webex.js"],"sourcesContent":["import merge from 'lodash/merge';\nimport WebexCore from '@webex/webex-core';\nimport {Buffer} from 'safe-buffer';\nimport '@webex/plugin-authorization';\nimport '@webex/internal-plugin-mercury';\nimport '@webex/plugin-logger';\nimport '@webex/internal-plugin-support';\n\nimport './index';\n\nimport config from './webex-config';\n\n/**\n * Ensures global Buffer is defined, which is required for SDK functionality in some environments.\n * @ignore\n */\nif (!global.Buffer) {\n  global.Buffer = Buffer;\n}\n\n/**\n * Webex SDK class extended from the core SDK.\n * Includes custom configuration and plugin registration for CC (Contact Center) use cases.\n * @ignore\n */\nconst Webex = WebexCore.extend({\n  webex: true,\n  version: PACKAGE_VERSION,\n});\n\n/**\n * Initializes a new Webex instance with merged configuration.\n *\n * @param {Object} [attrs={}] - Initialization attributes.\n * @param {Object} [attrs.config] - Optional custom config to override defaults.\n * @param {Object} [attrs.config.logger] - Logging configuration.\n * @param {string} [attrs.config.logger.level='info'] - Logging level (e.g., 'debug', 'info').\n * @param {string} [attrs.config.logger.bufferLogLevel='log'] - Log buffering level for log uploads.\n * @param {Object} [attrs.config.cc] - Contact Center (CC) specific configurations.\n * @param {boolean} [attrs.config.cc.allowMultiLogin=false] - Whether to allow multiple logins.\n * @param {boolean} [attrs.config.cc.allowAutomatedRelogin=true] - Whether to allow automated re-login.\n * @param {string} [attrs.config.cc.clientType='WebexCCSDK'] - Type of the client.\n * @param {boolean} [attrs.config.cc.isKeepAliveEnabled=false] - Whether to enable keep-alive functionality.\n * @param {boolean} [attrs.config.cc.force=true] - Whether to force specific CC configurations.\n * @param {Object} [attrs.config.cc.metrics] - Metrics configuration for CC.\n * @param {string} [attrs.config.cc.metrics.clientName='WEBEX_JS_SDK'] - Metrics client name.\n * @param {string} [attrs.config.cc.metrics.clientType='WebexCCSDK'] - Metrics client type.\n * @returns {Webex} A new Webex instance.\n *\n * @see {@link https://developer.webex.com/meeting/docs/sdks/webex-meetings-sdk-web-quickstart#webex-object-attribute-reference} - Webex Object Attribute Reference for SDK Configuration.\n *\n * This configuration merges the default `webex-config` with any custom configuration provided as `attrs.config`.\n * The merged configuration governs various SDK behaviors, such as authorization, logging, and CC-specific settings.\n *\n * @example <caption>Basic Usage</caption>\n * import Webex from '@webex/contact-center';\n *\n * // Initialize Webex SDK with default configuration\n * const webex = Webex.init();\n *\n * @example <caption>Custom Configuration</caption>\n * import Webex from '@webex/contact-center';\n *\n * const customConfig = {\n *   logger: {\n *     level: 'debug', // Enable debug logging\n *     bufferLogLevel: 'log', // Used for upload logs\n *   },\n *   credentials: {\n *     client_id: 'your-client-id', // Replace with your Webex application's client ID\n *     client_secret: 'your-client-secret', // Replace with your Webex application's client secret\n *     redirect_uri: 'https://your-redirect-uri', // Replace with your app's redirect URI\n *   },\n *   cc: {\n *     allowMultiLogin: false, // Disallow multiple logins\n *     allowAutomatedRelogin: true, // Enable automated re-login\n *     clientType: 'WebexCCSDK', // Specify the Contact Center client type\n *     isKeepAliveEnabled: false, // Disable keep-alive functionality\n *     force: true, // Force CC-specific configurations\n *     metrics: {\n *       clientName: 'WEBEX_JS_SDK', // Metrics client name\n *       clientType: 'WebexCCSDK', // Metrics client type\n *     },\n *   },\n * };\n *\n * // Initialize Webex SDK with custom configuration\n * const webex = Webex.init({ config: customConfig });\n */\nWebex.init = function init(attrs = {}) {\n  attrs.config = merge({}, config, attrs.config);\n\n  return new Webex(attrs);\n};\n\nexport default Webex;\n"],"mappings":";;;;;;AAAA,IAAAA,MAAA,GAAAC,sBAAA,CAAAC,OAAA;AACA,IAAAC,UAAA,GAAAF,sBAAA,CAAAC,OAAA;AACA,IAAAE,WAAA,GAAAF,OAAA;AACAA,OAAA;AACAA,OAAA;AACAA,OAAA;AACAA,OAAA;AAEAA,OAAA;AAEA,IAAAG,YAAA,GAAAJ,sBAAA,CAAAC,OAAA;AAAoC,SAAAD,uBAAAK,GAAA,WAAAA,GAAA,IAAAA,GAAA,CAAAC,UAAA,GAAAD,GAAA,KAAAE,OAAA,EAAAF,GAAA;AAEpC;AACA;AACA;AACA;AACA,IAAI,CAACG,MAAM,CAACC,MAAM,EAAE;EAClBD,MAAM,CAACC,MAAM,GAAGA,kBAAM;AACxB;;AAEA;AACA;AACA;AACA;AACA;AACA,MAAMC,KAAK,GAAGC,kBAAS,CAACC,MAAM,CAAC;EAC7BC,KAAK,EAAE,IAAI;EACXC,OAAO;AACT,CAAC,CAAC;;AAEF;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACAJ,KAAK,CAACK,IAAI,GAAG,SAASA,IAAIA,CAACC,KAAK,GAAG,CAAC,CAAC,EAAE;EACrCA,KAAK,CAACC,MAAM,GAAG,IAAAC,cAAK,EAAC,CAAC,CAAC,EAAED,oBAAM,EAAED,KAAK,CAACC,MAAM,CAAC;EAE9C,OAAO,IAAIP,KAAK,CAACM,KAAK,CAAC;AACzB,CAAC;AAAC,IAAAG,QAAA,GAAAC,OAAA,CAAAb,OAAA,GAEaG,KAAK"}
+{"version":3,"names":["_merge","_interopRequireDefault","require","_webexCore","_safeBuffer","_webexConfig","e","__esModule","default","global","Buffer","Webex","WebexCore","extend","webex","version","init","attrs","config","merge","_default","exports"],"sources":["webex.js"],"sourcesContent":["import merge from 'lodash/merge';\nimport WebexCore from '@webex/webex-core';\nimport {Buffer} from 'safe-buffer';\nimport '@webex/plugin-authorization';\nimport '@webex/internal-plugin-mercury';\nimport '@webex/plugin-logger';\nimport '@webex/internal-plugin-support';\n\nimport './index';\n\nimport config from './webex-config';\n\n/**\n * Ensures global Buffer is defined, which is required for SDK functionality in some environments.\n * @ignore\n */\nif (!global.Buffer) {\n  global.Buffer = Buffer;\n}\n\n/**\n * Webex SDK class extended from the core SDK.\n * Includes custom configuration and plugin registration for CC (Contact Center) use cases.\n * @ignore\n */\nconst Webex = WebexCore.extend({\n  webex: true,\n  version: PACKAGE_VERSION,\n});\n\n/**\n * Initializes a new Webex instance with merged configuration.\n *\n * @param {Object} [attrs={}] - Initialization attributes.\n * @param {Object} [attrs.config] - Optional custom config to override defaults.\n * @param {Object} [attrs.config.logger] - Logging configuration.\n * @param {string} [attrs.config.logger.level='info'] - Logging level (e.g., 'debug', 'info').\n * @param {string} [attrs.config.logger.bufferLogLevel='log'] - Log buffering level for log uploads.\n * @param {Object} [attrs.config.cc] - Contact Center (CC) specific configurations.\n * @param {boolean} [attrs.config.cc.allowMultiLogin=false] - Whether to allow multiple logins.\n * @param {boolean} [attrs.config.cc.allowAutomatedRelogin=true] - Whether to allow automated re-login.\n * @param {string} [attrs.config.cc.clientType='WebexCCSDK'] - Type of the client.\n * @param {boolean} [attrs.config.cc.isKeepAliveEnabled=false] - Whether to enable keep-alive functionality.\n * @param {boolean} [attrs.config.cc.force=true] - Whether to force specific CC configurations.\n * @param {Object} [attrs.config.cc.metrics] - Metrics configuration for CC.\n * @param {string} [attrs.config.cc.metrics.clientName='WEBEX_JS_SDK'] - Metrics client name.\n * @param {string} [attrs.config.cc.metrics.clientType='WebexCCSDK'] - Metrics client type.\n * @returns {Webex} A new Webex instance.\n *\n * @see {@link https://developer.webex.com/meeting/docs/sdks/webex-meetings-sdk-web-quickstart#webex-object-attribute-reference} - Webex Object Attribute Reference for SDK Configuration.\n *\n * This configuration merges the default `webex-config` with any custom configuration provided as `attrs.config`.\n * The merged configuration governs various SDK behaviors, such as authorization, logging, and CC-specific settings.\n *\n * @example <caption>Basic Usage</caption>\n * import Webex from '@webex/contact-center';\n *\n * // Initialize Webex SDK with default configuration\n * const webex = Webex.init();\n *\n * @example <caption>Custom Configuration</caption>\n * import Webex from '@webex/contact-center';\n *\n * const customConfig = {\n *   logger: {\n *     level: 'debug', // Enable debug logging\n *     bufferLogLevel: 'log', // Used for upload logs\n *   },\n *   credentials: {\n *     client_id: 'your-client-id', // Replace with your Webex application's client ID\n *     client_secret: 'your-client-secret', // Replace with your Webex application's client secret\n *     redirect_uri: 'https://your-redirect-uri', // Replace with your app's redirect URI\n *   },\n *   cc: {\n *     allowMultiLogin: false, // Disallow multiple logins\n *     allowAutomatedRelogin: true, // Enable automated re-login\n *     clientType: 'WebexCCSDK', // Specify the Contact Center client type\n *     isKeepAliveEnabled: false, // Disable keep-alive functionality\n *     force: true, // Force CC-specific configurations\n *     metrics: {\n *       clientName: 'WEBEX_JS_SDK', // Metrics client name\n *       clientType: 'WebexCCSDK', // Metrics client type\n *     },\n *   },\n * };\n *\n * // Initialize Webex SDK with custom configuration\n * const webex = Webex.init({ config: customConfig });\n */\nWebex.init = function init(attrs = {}) {\n  attrs.config = merge({}, config, attrs.config);\n\n  return new Webex(attrs);\n};\n\nexport default Webex;\n"],"mappings":";;;;;;AAAA,IAAAA,MAAA,GAAAC,sBAAA,CAAAC,OAAA;AACA,IAAAC,UAAA,GAAAF,sBAAA,CAAAC,OAAA;AACA,IAAAE,WAAA,GAAAF,OAAA;AACAA,OAAA;AACAA,OAAA;AACAA,OAAA;AACAA,OAAA;AAEAA,OAAA;AAEA,IAAAG,YAAA,GAAAJ,sBAAA,CAAAC,OAAA;AAAoC,SAAAD,uBAAAK,CAAA,WAAAA,CAAA,IAAAA,CAAA,CAAAC,UAAA,GAAAD,CAAA,KAAAE,OAAA,EAAAF,CAAA;AAEpC;AACA;AACA;AACA;AACA,IAAI,CAACG,MAAM,CAACC,MAAM,EAAE;EAClBD,MAAM,CAACC,MAAM,GAAGA,kBAAM;AACxB;;AAEA;AACA;AACA;AACA;AACA;AACA,MAAMC,KAAK,GAAGC,kBAAS,CAACC,MAAM,CAAC;EAC7BC,KAAK,EAAE,IAAI;EACXC,OAAO;AACT,CAAC,CAAC;;AAEF;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACA;AACAJ,KAAK,CAACK,IAAI,GAAG,SAASA,IAAIA,CAACC,KAAK,GAAG,CAAC,CAAC,EAAE;EACrCA,KAAK,CAACC,MAAM,GAAG,IAAAC,cAAK,EAAC,CAAC,CAAC,EAAED,oBAAM,EAAED,KAAK,CAACC,MAAM,CAAC;EAE9C,OAAO,IAAIP,KAAK,CAACM,KAAK,CAAC;AACzB,CAAC;AAAC,IAAAG,QAAA,GAAAC,OAAA,CAAAb,OAAA,GAEaG,KAAK","ignoreList":[]}

package/package.json

@@ -45,13 +45,13 @@
   },
   "dependencies": {
     "@types/platform": "1.3.4",
-    "@webex/calling": "3.10.0-next.1",
-    "@webex/internal-plugin-mercury": "3.9.0-next.7",
-    "@webex/internal-plugin-metrics": "3.9.0-next.6",
-    "@webex/internal-plugin-support": "3.9.0-next.9",
-    "@webex/plugin-authorization": "3.9.0-next.6",
-    "@webex/plugin-logger": "3.9.0-next.6",
-    "@webex/webex-core": "3.9.0-next.6",
+    "@webex/calling": "3.10.0-next.15",
+    "@webex/internal-plugin-mercury": "3.10.0-next.4",
+    "@webex/internal-plugin-metrics": "3.10.0-next.4",
+    "@webex/internal-plugin-support": "3.10.0-next.4",
+    "@webex/plugin-authorization": "3.10.0-next.4",
+    "@webex/plugin-logger": "3.10.0-next.4",
+    "@webex/webex-core": "3.10.0-next.4",
     "jest-html-reporters": "3.0.11",
     "lodash": "^4.17.21"
   },
@@ -80,5 +80,5 @@
     "typedoc": "^0.25.0",
     "typescript": "4.9.5"
   },
-  "version": "3.10.0-next.2"
+  "version": "3.10.0-next.21"
 }

package/src/cc.ts

@@ -396,6 +396,16 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
     this.trigger(TASK_EVENTS.TASK_HYDRATE, task);
   };
 
+  /**
+   * Handles task merged events when tasks are combined eg: EPDN merge/transfer
+   * @private
+   * @param {ITask} task The task object that has been merged
+   */
+  private handleTaskMerged = (task: ITask) => {
+    // @ts-ignore
+    this.trigger(TASK_EVENTS.TASK_MERGED, task);
+  };
+
   /**
    * Sets up event listeners for incoming tasks and task hydration
    * Subscribes to task events from the task manager
@@ -404,6 +414,7 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
   private incomingTaskListener() {
     this.taskManager.on(TASK_EVENTS.TASK_INCOMING, this.handleIncomingTask);
     this.taskManager.on(TASK_EVENTS.TASK_HYDRATE, this.handleTaskHydrate);
+    this.taskManager.on(TASK_EVENTS.TASK_MERGED, this.handleTaskMerged);
   }
 
   /**
@@ -698,6 +709,7 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
           // TODO: Make profile a singleton to make it available throughout app/sdk so we dont need to inject info everywhere
           this.taskManager.setWrapupData(this.agentConfig.wrapUpData);
           this.taskManager.setAgentId(this.agentConfig.agentId);
+          this.taskManager.setWebRtcEnabled(this.agentConfig.webRtcEnabled);
 
           if (
             this.agentConfig.webRtcEnabled &&

package/src/index.ts

@@ -126,6 +126,7 @@ export type {
   AgentContact,
   /** Task interface */
   ITask,
+  Interaction,
   TaskData,
   /** Task response */
   TaskResponse,

package/src/metrics/behavioral-events.ts

@@ -289,6 +289,18 @@ const eventTaxonomyMap: Record<string, BehavioralEventTaxonomy> = {
     target: 'task_accept_consult',
     verb: 'fail',
   },
+  [METRIC_EVENT_NAMES.TASK_AUTO_ANSWER_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'task_auto_answer',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.TASK_AUTO_ANSWER_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'task_auto_answer',
+    verb: 'fail',
+  },
   [METRIC_EVENT_NAMES.TASK_OUTDIAL_SUCCESS]: {
     product,
     agent: 'user',

package/src/metrics/constants.ts

@@ -49,6 +49,8 @@ type Enum<T extends Record<string, unknown>> = T[keyof T];
  * @property {string} TASK_PAUSE_RECORDING_FAILED - Event name for failed pause of recording.
  * @property {string} TASK_ACCEPT_CONSULT_SUCCESS - Event name for successful consult acceptance.
  * @property {string} TASK_ACCEPT_CONSULT_FAILED - Event name for failed consult acceptance.
+ * @property {string} TASK_AUTO_ANSWER_SUCCESS - Event name for successful auto-answer.
+ * @property {string} TASK_AUTO_ANSWER_FAILED - Event name for failed auto-answer.
  *
  * @property {string} TASK_CONFERENCE_START_SUCCESS - Event name for successful conference start.
  * @property {string} TASK_CONFERENCE_START_FAILED - Event name for failed conference start.
@@ -117,6 +119,8 @@ export const METRIC_EVENT_NAMES = {
   TASK_PAUSE_RECORDING_FAILED: 'Task Pause Recording Failed',
   TASK_ACCEPT_CONSULT_SUCCESS: 'Task Accept Consult Success',
   TASK_ACCEPT_CONSULT_FAILED: 'Task Accept Consult Failed',
+  TASK_AUTO_ANSWER_SUCCESS: 'Task Auto Answer Success',
+  TASK_AUTO_ANSWER_FAILED: 'Task Auto Answer Failed',
 
   // Conference Tasks
   TASK_CONFERENCE_START_SUCCESS: 'Task Conference Start Success',

package/src/services/config/types.ts

@@ -63,8 +63,6 @@ export const CC_TASK_EVENTS = {
   AGENT_CONFERENCE_TRANSFERRED: 'AgentConferenceTransferred',
   /** Event emitted when conference transfer fails */
   AGENT_CONFERENCE_TRANSFER_FAILED: 'AgentConferenceTransferFailed',
-  /** Event emitted when consulted participant is moving/being transferred */
-  CONSULTED_PARTICIPANT_MOVING: 'ConsultedParticipantMoving',
   /** Event emitted for post-call activity by participant */
   PARTICIPANT_POST_CALL_ACTIVITY: 'ParticipantPostCallActivity',
   /** Event emitted when contact is blind transferred */
@@ -91,6 +89,8 @@ export const CC_TASK_EVENTS = {
   CONTACT_RECORDING_RESUME_FAILED: 'ContactRecordingResumeFailed',
   /** Event emitted when contact ends */
   CONTACT_ENDED: 'ContactEnded',
+  /** Event emitted when contact is merged */
+  CONTACT_MERGED: 'ContactMerged',
   /** Event emitted when ending contact fails */
   AGENT_CONTACT_END_FAILED: 'AgentContactEndFailed',
   /** Event emitted when agent enters wrap-up state */

package/src/services/core/Utils.ts

@@ -6,11 +6,10 @@ import WebexRequest from './WebexRequest';
 import {
   TaskData,
   ConsultTransferPayLoad,
-  ConsultConferenceData,
-  consultConferencePayloadData,
   CONSULT_TRANSFER_DESTINATION_TYPE,
   Interaction,
 } from '../task/types';
+import {PARTICIPANT_TYPES, STATE_CONSULT} from './constants';
 
 /**
  * Extracts common error details from a Webex request payload.
@@ -218,59 +217,118 @@ export const createErrDetailsObject = (errObj: WebexRequestPayload) => {
 };
 
 /**
- * Derives the consult transfer destination type based on the provided task data.
+ * Gets the consulted agent ID from the media object by finding the agent
+ * in the consult media participants (excluding the current agent).
  *
- * Logic parity with desktop behavior:
- * - If agent action is dialing a number (DN/EPDN/ENTRYPOINT):
- *   - ENTRYPOINT/EPDN map to ENTRYPOINT
- *   - DN maps to DIALNUMBER
- * - Otherwise defaults to AGENT
+ * @param media - The media object from the interaction
+ * @param agentId - The current agent's ID to exclude from the search
+ * @returns The consulted agent ID, or empty string if none found
+ */
+export const getConsultedAgentId = (media: Interaction['media'], agentId: string): string => {
+  let consultParticipants: string[] = [];
+  let consultedParticipantId = '';
+
+  Object.keys(media).forEach((key) => {
+    if (media[key].mType === STATE_CONSULT) {
+      consultParticipants = media[key].participants;
+    }
+  });
+
+  if (consultParticipants.includes(agentId)) {
+    const id = consultParticipants.find((participant) => participant !== agentId);
+    consultedParticipantId = id || consultedParticipantId;
+  }
+
+  return consultedParticipantId;
+};
+
+/**
+ * Gets the destination agent ID for CBT (Capacity Based Team) scenarios.
+ * CBT refers to teams created in Control Hub with capacity-based routing
+ * (as opposed to agent-based routing). This handles cases where the consulted
+ * participant is not directly in participants but can be found by matching
+ * the dial number (dn).
  *
- * @param taskData - The task data used to infer the agent action and destination type
- * @returns The normalized destination type to be used for consult transfer
+ * @param interaction - The interaction object
+ * @param consultingAgent - The consulting agent identifier
+ * @returns The destination agent ID for CBT scenarios, or empty string if none found
  */
+export const getDestAgentIdForCBT = (interaction: Interaction, consultingAgent: string): string => {
+  const participants = interaction.participants;
+  let destAgentIdForCBT = '';
+
+  // Check if this is a CBT scenario (consultingAgent exists but not directly in participants)
+  if (consultingAgent && !participants[consultingAgent]) {
+    const foundEntry = Object.entries(participants).find(
+      ([, participant]: [string, Interaction['participants'][string]]) => {
+        return (
+          participant.pType.toLowerCase() === PARTICIPANT_TYPES.DN &&
+          participant.type === PARTICIPANT_TYPES.AGENT &&
+          participant.dn === consultingAgent
+        );
+      }
+    );
+
+    if (foundEntry) {
+      destAgentIdForCBT = foundEntry[0];
+    }
+  }
+
+  return destAgentIdForCBT;
+};
+
 /**
- * Checks if a participant type represents a non-customer participant.
- * Non-customer participants include agents, dial numbers, entry point dial numbers,
- * and entry points.
+ * Calculates the destination agent ID for consult operations.
+ *
+ * @param interaction - The interaction object
+ * @param agentId - The current agent's ID
+ * @returns The destination agent ID
  */
-const isNonCustomerParticipant = (participantType: string): boolean => {
-  return (
-    participantType === 'Agent' ||
-    participantType === 'DN' ||
-    participantType === 'EpDn' ||
-    participantType === 'entryPoint'
-  );
+export const calculateDestAgentId = (interaction: Interaction, agentId: string): string => {
+  const consultingAgent = getConsultedAgentId(interaction.media, agentId);
+
+  // Check if this is a CBT (Capacity Based Team) scenario
+  // If not CBT, the function will return empty string and we'll use the normal flow
+  const destAgentIdCBT = getDestAgentIdForCBT(interaction, consultingAgent);
+  if (destAgentIdCBT) {
+    return destAgentIdCBT;
+  }
+
+  return interaction.participants[consultingAgent]?.type === PARTICIPANT_TYPES.EP_DN
+    ? interaction.participants[consultingAgent]?.epId
+    : interaction.participants[consultingAgent]?.id;
 };
 
 /**
- * Gets the destination agent ID from participants data by finding the first
- * non-customer participant that is not the current agent and is not in wrap-up state.
+ * Calculates the destination agent ID for fetching destination type.
  *
- * @param participants - The participants data from the interaction
- * @param agentId - The current agent's ID to exclude from the search
- * @returns The destination agent ID, or empty string if none found
+ * @param interaction - The interaction object
+ * @param agentId - The current agent's ID
+ * @returns The destination agent ID for determining destination type
  */
-export const getDestinationAgentId = (
-  participants: Interaction['participants'],
-  agentId: string
-): string => {
-  let id = '';
-
-  if (participants) {
-    Object.keys(participants).forEach((participant) => {
-      const participantData = participants[participant];
-      if (
-        isNonCustomerParticipant(participantData.type) &&
-        participantData.id !== agentId &&
-        !participantData.isWrapUp
-      ) {
-        id = participantData.id;
-      }
-    });
+export const calculateDestType = (interaction: Interaction, agentId: string): string => {
+  const consultingAgent = getConsultedAgentId(interaction.media, agentId);
+
+  // Check if this is a CBT (Capacity Based Team) scenario, otherwise use consultingAgent
+  const destAgentIdCBT = getDestAgentIdForCBT(interaction, consultingAgent);
+  const destinationaegntId = destAgentIdCBT || consultingAgent;
+  const destAgentType = destinationaegntId
+    ? interaction.participants[destinationaegntId]?.pType
+    : undefined;
+  if (destAgentType) {
+    if (destAgentType === 'DN') {
+      return CONSULT_TRANSFER_DESTINATION_TYPE.DIALNUMBER;
+    }
+    if (destAgentType === 'EP-DN') {
+      return CONSULT_TRANSFER_DESTINATION_TYPE.ENTRYPOINT;
+    }
+    // Keep the existing destinationType if it's something else (like "agent" or "Agent")
+    // Convert "Agent" to lowercase for consistency
+
+    return destAgentType.toLowerCase();
   }
 
-  return id;
+  return CONSULT_TRANSFER_DESTINATION_TYPE.AGENT;
 };
 
 export const deriveConsultTransferDestinationType = (
@@ -286,45 +344,3 @@ export const deriveConsultTransferDestinationType = (
 
   return CONSULT_TRANSFER_DESTINATION_TYPE.AGENT;
 };
-
-/**
- * Builds consult conference parameter data using EXACT Agent Desktop logic.
- * This matches the Agent Desktop's consultConference implementation exactly.
- *
- * @param dataPassed - Original consultation data from Agent Desktop format
- * @param interactionIdPassed - The interaction ID for the task
- * @returns Object with interactionId and ConsultConferenceData matching Agent Desktop format
- * @public
- */
-export const buildConsultConferenceParamData = (
-  dataPassed: consultConferencePayloadData,
-  interactionIdPassed: string
-): {interactionId: string; data: ConsultConferenceData} => {
-  const data: ConsultConferenceData = {
-    // Include agentId if present in input data
-    ...('agentId' in dataPassed && {agentId: dataPassed.agentId}),
-    // Handle destAgentId from consultation data
-    to: dataPassed.destAgentId,
-    destinationType: '',
-  };
-
-  // Agent Desktop destination type logic
-  if ('destinationType' in dataPassed) {
-    if (dataPassed.destinationType === 'DN') {
-      data.destinationType = CONSULT_TRANSFER_DESTINATION_TYPE.DIALNUMBER;
-    } else if (dataPassed.destinationType === 'EP_DN') {
-      data.destinationType = CONSULT_TRANSFER_DESTINATION_TYPE.ENTRYPOINT;
-    } else {
-      // Keep the existing destinationType if it's something else (like "agent" or "Agent")
-      // Convert "Agent" to lowercase for consistency
-      data.destinationType = dataPassed.destinationType.toLowerCase();
-    }
-  } else {
-    data.destinationType = CONSULT_TRANSFER_DESTINATION_TYPE.AGENT;
-  }
-
-  return {
-    interactionId: interactionIdPassed,
-    data,
-  };
-};

package/src/services/core/constants.ts

@@ -64,6 +64,22 @@ export const CONNECTIVITY_CHECK_INTERVAL = 5000;
  */
 export const CLOSE_SOCKET_TIMEOUT = 16000;
 
+/**
+ * Constants for participant types, destination types, and interaction states
+ * @ignore
+ */
+export const PARTICIPANT_TYPES = {
+  /** Participant type for Entry Point Dial Number */
+  EP_DN: 'EpDn',
+  /** Participant type for dial number */
+  DN: 'dn',
+  /** Participant type for Agent */
+  AGENT: 'Agent',
+};
+
+/** Interaction state for consultation */
+export const STATE_CONSULT = 'consult';
+
 // Method names for core services
 export const METHODS = {
   // WebexRequest methods