@webex/contact-center 3.11.0 → 3.12.0-llmrefactor.1

package/src/services/task/voice/Voice.ts

@@ -0,0 +1,1270 @@
+import {CC_FILE, METHODS} from '../../../constants';
+import {
+  buildConsultConferenceParamData,
+  calculateDestAgentId,
+  calculateDestType,
+  getErrorDetails,
+} from '../../core/Utils';
+import routingContact from '../contact';
+import {
+  ConsultPayload,
+  ConsultEndPayload,
+  ResumeRecordingPayload,
+  TaskData,
+  TaskResponse,
+  IVoice,
+  VoiceUIControlOptions,
+  TransferPayLoad,
+  ConsultTransferPayLoad,
+  consultConferencePayloadData,
+  CONSULT_TRANSFER_DESTINATION_TYPE,
+  TASK_EVENTS,
+  VOICE_VARIANT,
+} from '../types';
+import Task from '../Task';
+import LoggerProxy from '../../../logger-proxy';
+import MetricsManager from '../../../metrics/MetricsManager';
+import {METRIC_EVENT_NAMES} from '../../../metrics/constants';
+import {TaskState, TaskEvent, TaskActionArgs} from '../state-machine';
+import {WrapupData} from '../../config/types';
+import {getConsultMediaResourceId, getIsConferenceInProgress} from '../TaskUtils';
+
+export default class Voice extends Task implements IVoice {
+  constructor(
+    contact: ReturnType<typeof routingContact>,
+    data: TaskData,
+    callOptions?: VoiceUIControlOptions,
+    wrapupData?: WrapupData,
+    agentId?: string
+  ) {
+    const resolvedOptions = {
+      isEndTaskEnabled: callOptions?.isEndTaskEnabled ?? true,
+      isEndConsultEnabled: callOptions?.isEndConsultEnabled ?? true,
+      voiceVariant: callOptions?.voiceVariant ?? VOICE_VARIANT.PSTN,
+      isRecordingEnabled: callOptions?.isRecordingEnabled ?? true,
+    };
+
+    super(
+      contact,
+      data,
+      {
+        ...resolvedOptions,
+      },
+      wrapupData,
+      agentId
+    );
+  }
+
+  private getStateMachineSnapshot() {
+    return this.stateMachineService?.getSnapshot?.();
+  }
+
+  /**
+   * This method is used to accept the task.
+   * It is expected to be overridden by child classes.
+   * @returns Promise<TaskResponse>
+   * @throws Error
+   */
+  public async accept(): Promise<TaskResponse> {
+    super.unsupportedMethodError(METHODS.ACCEPT);
+  }
+
+  /**
+   * This method is used to decline the task.
+   * It is expected to be overridden by child classes.
+   * @returns Promise<TaskResponse>
+   * @throws Error
+   */
+  public async decline(): Promise<TaskResponse> {
+    super.unsupportedMethodError(METHODS.REJECT);
+  }
+
+  /**
+   * This is used to hold the task.
+   * @returns Promise<TaskResponse>
+   * @throws Error
+   * @example
+   * ```typescript
+   * task.hold().then(()=>{}).catch(()=>{})
+   * ```
+   * */
+  public async hold(): Promise<TaskResponse> {
+    return this.holdResume();
+  }
+
+  /**
+   * This is used to resume the task.
+   * @returns Promise<TaskResponse>
+   * @throws Error
+   * @example
+   * ```typescript
+   * task.resume().then(()=>{}).catch(()=>{})
+   * ```
+   * */
+  public async resume(): Promise<TaskResponse> {
+    return this.holdResume();
+  }
+
+  /**
+   * This is used to hold or resume the task.
+   * @param isHeld: boolean - true to hold the task, false to resume it
+   * @returns Promise<TaskResponse>
+   * @throws Error
+   * @example
+   * ```typescript
+   * task.holdResume(isHeld: true).then(()=>{}).catch(()=>{})
+   * ```
+   * */
+  public async holdResume(): Promise<TaskResponse> {
+    /* 
+    Determine if the task is being held or resumed based on the media resource state
+    If the media resource is not found, default to resuming the task
+    */
+    const snapshot = this.getStateMachineSnapshot();
+    const snapshotState = snapshot?.value as TaskState | undefined;
+    const mainInteractionId = this.data.interaction?.mainInteractionId || this.data.interactionId;
+    const mainMediaResource =
+      this.data.interaction?.media?.[mainInteractionId]?.mediaResourceId ||
+      this.data.mediaResourceId;
+    const mediaHoldState =
+      this.data.interaction?.media?.[mainInteractionId]?.isHold ??
+      this.data.interaction.media?.[mainMediaResource]?.isHold;
+    let shouldHold = !(mediaHoldState ?? false);
+    if (snapshotState === TaskState.HELD || snapshotState === TaskState.RESUME_INITIATING) {
+      shouldHold = false;
+    } else if (snapshotState === TaskState.CONNECTED && mediaHoldState !== true) {
+      // CONNECTED with isHold:true can happen after consult RONA/decline when event ordering
+      // leaves the machine in CONNECTED while main media is still on hold — resume on first click.
+      shouldHold = true;
+    }
+
+    // Validate operation is allowed in current state
+    const state = snapshot;
+    if (state) {
+      const currentState = state.value as TaskState;
+      if (shouldHold) {
+        if (!state.matches(TaskState.CONNECTED)) {
+          const error = new Error(`Cannot hold call in current state: ${currentState}`);
+          LoggerProxy.error('Hold operation not allowed', {
+            module: CC_FILE,
+            method: METHODS.HOLD_RESUME,
+            interactionId: this.data.interactionId,
+          });
+          throw error;
+        }
+      } else if (
+        !state.matches(TaskState.HELD) &&
+        !(state.matches(TaskState.CONFERENCING) && mediaHoldState === true) &&
+        !(state.matches(TaskState.CONNECTED) && mediaHoldState === true)
+      ) {
+        const error = new Error(`Cannot resume call in current state: ${currentState}`);
+        LoggerProxy.error('Resume operation not allowed', {
+          module: CC_FILE,
+          method: METHODS.HOLD_RESUME,
+          interactionId: this.data.interactionId,
+        });
+        throw error;
+      }
+    }
+
+    // Send initiating event to transition to intermediate state
+    if (this.stateMachineService) {
+      const initiatingEvent = shouldHold ? TaskEvent.HOLD_INITIATED : TaskEvent.UNHOLD_INITIATED;
+      this.stateMachineService.send({
+        type: initiatingEvent,
+        mediaResourceId: mainMediaResource,
+      });
+    }
+
+    LoggerProxy.info(`${shouldHold ? 'Holding' : 'Resuming'} task`, {
+      module: CC_FILE,
+      method: METHODS.HOLD_RESUME,
+      interactionId: this.data.interactionId,
+    });
+    const [successEvt, failedEvt] = shouldHold
+      ? [METRIC_EVENT_NAMES.TASK_HOLD_SUCCESS, METRIC_EVENT_NAMES.TASK_HOLD_FAILED]
+      : [METRIC_EVENT_NAMES.TASK_RESUME_SUCCESS, METRIC_EVENT_NAMES.TASK_RESUME_FAILED];
+
+    this.metricsManager.timeEvent([successEvt, failedEvt]);
+
+    try {
+      let response: TaskResponse;
+      if (shouldHold) {
+        response = await this.contact.hold({
+          interactionId: this.data.interactionId,
+          data: {mediaResourceId: mainMediaResource},
+        });
+
+        // Send success event to complete the transition
+        if (this.stateMachineService) {
+          this.stateMachineService.send({
+            type: TaskEvent.HOLD_SUCCESS,
+            mediaResourceId: mainMediaResource,
+          });
+        }
+
+        this.metricsManager.trackEvent(
+          successEvt,
+          {
+            taskId: this.data.interactionId,
+            mediaResourceId: mainMediaResource,
+            ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),
+          },
+          ['operational', 'behavioral']
+        );
+        LoggerProxy.log(`Task placed on hold successfully`, {
+          module: CC_FILE,
+          method: METHODS.HOLD_RESUME,
+          trackingId: response.trackingId,
+          interactionId: this.data.interactionId,
+        });
+      } else {
+        response = await this.contact.unHold({
+          interactionId: this.data.interactionId,
+          data: {mediaResourceId: mainMediaResource},
+        });
+
+        // Send success event to complete the transition
+        if (this.stateMachineService) {
+          this.stateMachineService.send({
+            type: TaskEvent.UNHOLD_SUCCESS,
+            mediaResourceId: mainMediaResource,
+          });
+        }
+
+        this.metricsManager.trackEvent(
+          successEvt,
+          {
+            taskId: this.data.interactionId,
+            mainInteractionId,
+            mediaResourceId: mainMediaResource,
+            ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),
+          },
+          ['operational', 'behavioral']
+        );
+        LoggerProxy.log(`Task resumed successfully`, {
+          module: CC_FILE,
+          method: METHODS.HOLD_RESUME,
+          trackingId: response.trackingId,
+          interactionId: this.data.interactionId,
+        });
+      }
+
+      return response;
+    } catch (error) {
+      const failureEvent = shouldHold ? TaskEvent.HOLD_FAILED : TaskEvent.UNHOLD_FAILED;
+      this.stateMachineService.send({
+        type: failureEvent,
+        reason: error.toString(),
+        mediaResourceId: this.data.mediaResourceId,
+      });
+
+      const {error: detailedError} = getErrorDetails(error, 'holdResume', CC_FILE);
+      this.metricsManager.trackEvent(
+        failedEvt,
+        shouldHold
+          ? {
+              taskId: this.data.interactionId,
+              mediaResourceId: this.data.mediaResourceId,
+              error: error.toString(),
+              ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),
+            }
+          : {
+              taskId: this.data.interactionId,
+              error: error.toString(),
+              ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),
+            },
+        ['operational', 'behavioral']
+      );
+      throw detailedError;
+    }
+  }
+
+  /**
+   * This is used to pause the call recording
+   * @returns Promise<TaskResponse>
+   * @throws Error
+   * @example
+   * ```typescript
+   * task.pauseRecording().then(()=>{}).catch(()=>{});
+   * ```
+   */
+  public async pauseRecording(): Promise<TaskResponse> {
+    // Validate recording is active
+    const state = this.getStateMachineSnapshot();
+    if (state) {
+      const {recordingControlsAvailable, recordingInProgress} = state.context as {
+        recordingControlsAvailable?: boolean;
+        recordingInProgress?: boolean;
+      };
+      const recordingActive = Boolean(recordingControlsAvailable && recordingInProgress);
+      if (!recordingActive) {
+        const error = new Error('Recording is not active or already paused');
+        LoggerProxy.error('Pause recording operation not allowed', {
+          module: CC_FILE,
+          method: 'pauseRecording',
+          interactionId: this.data.interactionId,
+        });
+        throw error;
+      }
+    }
+
+    try {
+      LoggerProxy.info(`Pausing recording`, {
+        module: CC_FILE,
+        method: 'pauseRecording',
+        interactionId: this.data.interactionId,
+      });
+      this.metricsManager.timeEvent([
+        METRIC_EVENT_NAMES.TASK_PAUSE_RECORDING_SUCCESS,
+        METRIC_EVENT_NAMES.TASK_PAUSE_RECORDING_FAILED,
+      ]);
+      const result = await this.contact.pauseRecording({interactionId: this.data.interactionId});
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_PAUSE_RECORDING_SUCCESS,
+        {
+          taskId: this.data.interactionId,
+          ...MetricsManager.getCommonTrackingFieldForAQMResponse(result),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+      LoggerProxy.log(`Recording paused successfully`, {
+        module: CC_FILE,
+        method: 'pauseRecording',
+        trackingId: result.trackingId,
+        interactionId: this.data.interactionId,
+      });
+
+      return result;
+    } catch (error) {
+      const {error: detailedError} = getErrorDetails(error, 'pauseRecording', CC_FILE);
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_PAUSE_RECORDING_FAILED,
+        {
+          taskId: this.data.interactionId,
+          error: error.toString(),
+          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+      throw detailedError;
+    }
+  }
+
+  /**
+   * This is used to pause the call recording
+   * @param resumeRecordingPayload
+   * @returns Promise<TaskResponse>
+   * @throws Error
+   * @example
+   * ```typescript
+   * task.resumeRecording(resumeRecordingPayload).then(()=>{}).catch(()=>{});
+   * ```
+   */
+  public async resumeRecording(
+    resumeRecordingPayload?: ResumeRecordingPayload
+  ): Promise<TaskResponse> {
+    // Validate recording is paused
+    const state = this.getStateMachineSnapshot();
+    if (state) {
+      const {recordingControlsAvailable, recordingInProgress} = state.context as {
+        recordingControlsAvailable?: boolean;
+        recordingInProgress?: boolean;
+      };
+      const recordingPaused = Boolean(recordingControlsAvailable && !recordingInProgress);
+      if (!recordingPaused) {
+        const error = new Error('Recording is not paused');
+        LoggerProxy.error('Resume recording operation not allowed', {
+          module: CC_FILE,
+          method: 'resumeRecording',
+          interactionId: this.data.interactionId,
+        });
+        throw error;
+      }
+    }
+
+    try {
+      LoggerProxy.info(`Resuming recording`, {
+        module: CC_FILE,
+        method: 'resumeRecording',
+        interactionId: this.data.interactionId,
+      });
+      this.metricsManager.timeEvent([
+        METRIC_EVENT_NAMES.TASK_RESUME_RECORDING_SUCCESS,
+        METRIC_EVENT_NAMES.TASK_RESUME_RECORDING_FAILED,
+      ]);
+      resumeRecordingPayload ??= {autoResumed: false};
+
+      const result = await this.contact.resumeRecording({
+        interactionId: this.data.interactionId,
+        data: resumeRecordingPayload,
+      });
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_RESUME_RECORDING_SUCCESS,
+        {
+          taskId: this.data.interactionId,
+          ...MetricsManager.getCommonTrackingFieldForAQMResponse(result),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+      LoggerProxy.log(`Recording resumed successfully`, {
+        module: CC_FILE,
+        method: 'resumeRecording',
+        trackingId: result.trackingId,
+        interactionId: this.data.interactionId,
+      });
+
+      return result;
+    } catch (error) {
+      const {error: detailedError} = getErrorDetails(error, 'resumeRecording', CC_FILE);
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_RESUME_RECORDING_FAILED,
+        {
+          taskId: this.data.interactionId,
+          error: error.toString(),
+          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+      throw detailedError;
+    }
+  }
+
+  /**
+   * This is used to consult the task
+   * @param consultPayload
+   * @returns Promise<TaskResponse>
+   * @throws Error
+   * @example
+   * ```typescript
+   * const consultPayload = {
+   *   destination: 'myBuddyAgentId',
+   *   destinationType: DESTINATION_TYPE.AGENT,
+   * }
+   * task.consult(consultPayload).then(()=>{}).catch(()=>{});
+   * ```
+   * */
+  public async consult(consultPayload?: ConsultPayload): Promise<TaskResponse> {
+    // Validate consult is allowed
+    const state = this.getStateMachineSnapshot();
+    const canConsult =
+      state &&
+      (state.matches(TaskState.CONNECTED) ||
+        state.matches(TaskState.HELD) ||
+        state.matches(TaskState.CONFERENCING));
+
+    if (!canConsult) {
+      const currentState = state?.value as TaskState;
+      const error = new Error(`Cannot initiate consult in ${currentState} state`);
+      LoggerProxy.error('Consult operation not allowed', {
+        module: CC_FILE,
+        method: 'consult',
+        interactionId: this.data.interactionId,
+      });
+      throw error;
+    }
+
+    // Send initiating event to transition to CONSULT_INITIATING state
+    if (this.stateMachineService) {
+      this.stateMachineService.send({
+        type: TaskEvent.CONSULT,
+        destination: consultPayload.to,
+        destinationType: consultPayload.destinationType,
+      });
+    }
+
+    const requestInteractionId =
+      this.data.interaction?.mainInteractionId || this.data.interactionId;
+
+    try {
+      LoggerProxy.info(`Starting consult`, {
+        module: CC_FILE,
+        method: 'consult',
+        interactionId: requestInteractionId,
+      });
+      this.metricsManager.timeEvent([
+        METRIC_EVENT_NAMES.TASK_CONSULT_START_SUCCESS,
+        METRIC_EVENT_NAMES.TASK_CONSULT_START_FAILED,
+      ]);
+      const result = await this.contact.consult({
+        interactionId: requestInteractionId,
+        data: consultPayload,
+      });
+
+      // Send success event to transition to CONSULTING state
+      if (this.stateMachineService) {
+        this.stateMachineService.send({
+          type: TaskEvent.CONSULT_SUCCESS,
+          taskData: result.data,
+        });
+      }
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_CONSULT_START_SUCCESS,
+        {
+          taskId: this.data.interactionId,
+          requestInteractionId,
+          destination: consultPayload.to,
+          destinationType: consultPayload.destinationType,
+          ...MetricsManager.getCommonTrackingFieldForAQMResponse(result),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+      LoggerProxy.log(`Consult successfully initiated to ${consultPayload.to}`, {
+        module: CC_FILE,
+        method: 'consult',
+        trackingId: result.trackingId,
+        interactionId: requestInteractionId,
+      });
+
+      return result;
+    } catch (error) {
+      this.stateMachineService.send({
+        type: TaskEvent.CONSULT_FAILED,
+        reason: error.toString(),
+      });
+
+      const {error: detailedError} = getErrorDetails(error, 'consult', CC_FILE);
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_CONSULT_START_FAILED,
+        {
+          taskId: this.data.interactionId,
+          requestInteractionId,
+          destination: consultPayload.to,
+          destinationType: consultPayload.destinationType,
+          error: error.toString(),
+          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+      throw detailedError;
+    }
+  }
+
+  /**
+   * This is used to end the consult session on the task.
+   * @param consultEndPayload - Payload indicating consult end flags and identifiers
+   * @returns Promise<TaskResponse>
+   * @throws Error
+   * @example
+   * ```typescript
+   * task.endConsult({
+   *   isConsult: true,
+   *   queueId: 'myQueueId',
+   *   taskId: 'taskId',
+   * });
+   * ```
+   */
+  public async endConsult(consultEndPayload?: ConsultEndPayload): Promise<TaskResponse> {
+    const requestInteractionId =
+      this.data.interaction?.mainInteractionId || this.data.interactionId;
+
+    try {
+      LoggerProxy.info(`Ending consult`, {
+        module: CC_FILE,
+        method: 'endConsult',
+        interactionId: requestInteractionId,
+      });
+      this.metricsManager.timeEvent([
+        METRIC_EVENT_NAMES.TASK_CONSULT_END_SUCCESS,
+        METRIC_EVENT_NAMES.TASK_CONSULT_END_FAILED,
+      ]);
+      const result = await this.contact.consultEnd({
+        interactionId: requestInteractionId,
+        data: consultEndPayload,
+      });
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_CONSULT_END_SUCCESS,
+        {
+          taskId: this.data.interactionId,
+          requestInteractionId,
+          ...MetricsManager.getCommonTrackingFieldForAQMResponse(result),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+      LoggerProxy.log(`Consult ended successfully`, {
+        module: CC_FILE,
+        method: 'endConsult',
+        trackingId: result.trackingId,
+        interactionId: this.data.interactionId,
+      });
+
+      return result;
+    } catch (error) {
+      const {error: detailedError} = getErrorDetails(error, 'endConsult', CC_FILE);
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_CONSULT_END_FAILED,
+        {
+          taskId: this.data.interactionId,
+          requestInteractionId,
+          error: error.toString(),
+          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+      throw detailedError;
+    }
+  }
+
+  /**
+   * This is used to transfer the task.
+   * @param payload - Transfer payload
+   * @returns Promise<TaskResponse>
+   * @throws Error
+   * @example
+   * ```typescript
+   * task.transfer({
+   *   to: 'destinationId',
+   *   destinationType: DESTINATION_TYPE.AGENT,
+   *   consult: true, // Optional, if true will perform a consult transfer else blind transfer
+   * });
+   * ```
+   */
+  public async transfer(payload: TransferPayLoad): Promise<TaskResponse> {
+    try {
+      LoggerProxy.info(`Transferring task to ${payload.to}`, {
+        module: CC_FILE,
+        method: METHODS.TRANSFER_CALL,
+        interactionId: this.data.interactionId,
+      });
+      this.metricsManager.timeEvent([
+        METRIC_EVENT_NAMES.TASK_TRANSFER_SUCCESS,
+        METRIC_EVENT_NAMES.TASK_TRANSFER_FAILED,
+      ]);
+
+      // consult transfer path
+      if (this.data.interaction.state === 'consulting') {
+        const normalizedDestinationType =
+          payload.destinationType === 'Agent' || payload.destinationType === 'Queue'
+            ? (payload.destinationType.toLowerCase() as ConsultTransferPayLoad['destinationType'])
+            : payload.destinationType;
+        let consultPayload: ConsultTransferPayLoad = {
+          to: payload.to,
+          destinationType: normalizedDestinationType,
+        };
+
+        if (normalizedDestinationType === CONSULT_TRANSFER_DESTINATION_TYPE.QUEUE) {
+          const consultContext = this.getStateMachineSnapshot()?.context;
+          const destAgent = consultContext?.consultDestinationAgentId || this.data.destAgentId;
+          if (!destAgent) {
+            throw new Error('No agent has accepted this queue consult yet');
+          }
+          consultPayload = {
+            to: destAgent,
+            destinationType: CONSULT_TRANSFER_DESTINATION_TYPE.AGENT,
+          };
+        }
+
+        const result = await this.contact.consultTransfer({
+          interactionId: this.data.interactionId,
+          data: consultPayload,
+        });
+        this.metricsManager.trackEvent(
+          METRIC_EVENT_NAMES.TASK_TRANSFER_SUCCESS,
+          {
+            taskId: this.data.interactionId,
+            destination: consultPayload.to,
+            destinationType: consultPayload.destinationType,
+            isConsultTransfer: true,
+            ...MetricsManager.getCommonTrackingFieldForAQMResponse(result),
+          },
+          ['operational', 'behavioral', 'business']
+        );
+        LoggerProxy.log(`Consult transfer completed successfully to ${consultPayload.to}`, {
+          module: CC_FILE,
+          method: METHODS.TRANSFER_CALL,
+          trackingId: result.trackingId,
+          interactionId: this.data.interactionId,
+        });
+
+        return result;
+      }
+
+      // standard blind transfer
+      return await super.transfer({
+        to: payload.to,
+        destinationType: payload.destinationType,
+      });
+    } catch (err) {
+      const {error: detailedError} = getErrorDetails(err, METHODS.TRANSFER_CALL, CC_FILE);
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_TRANSFER_FAILED,
+        {
+          taskId: this.data.interactionId,
+          destination: payload.to,
+          destinationType: payload.destinationType,
+          isConsultTransfer: this.data.interaction.state === 'consulting',
+          error: err.toString(),
+          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(err.details || {}),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+      throw detailedError;
+    }
+  }
+
+  /**
+   * Start a consult conference, merging main and consult calls.
+   */
+  public async consultConference(): Promise<TaskResponse> {
+    const derivedDestAgentId =
+      this.data.interaction && this.data.agentId
+        ? calculateDestAgentId(this.data.interaction, this.data.agentId)
+        : '';
+    const derivedDestType =
+      this.data.interaction && this.data.agentId
+        ? calculateDestType(this.data.interaction, this.data.agentId)
+        : '';
+
+    // derivedDestType is most reliable as it inspects live interaction participants
+    const resolvedDestinationType =
+      derivedDestType ||
+      this.getStateMachineSnapshot()?.context?.consultDestinationType ||
+      this.data.destinationType ||
+      'agent';
+
+    const consultationData: consultConferencePayloadData = {
+      agentId: this.data.agentId,
+      destinationType: resolvedDestinationType,
+      // derivedDestAgentId is most reliable as it resolves epId for EP_DN
+      // and agent ID for regular agents from live interaction data
+      destAgentId:
+        derivedDestAgentId ||
+        this.getStateMachineSnapshot()?.context?.consultDestinationAgentId ||
+        this.data.destAgentId,
+    };
+
+    // Send state machine event to transition to CONF_INITIATING
+    if (this.stateMachineService) {
+      this.stateMachineService.send({
+        type: TaskEvent.MERGE_TO_CONFERENCE,
+      });
+    }
+
+    try {
+      if (!consultationData.destAgentId) {
+        throw new Error('Unable to determine consult destination for conference');
+      }
+
+      LoggerProxy.info(`Initiating consult conference to ${consultationData.destAgentId}`, {
+        module: CC_FILE,
+        method: METHODS.CONSULT_CONFERENCE,
+        interactionId: this.data.interactionId,
+      });
+
+      const paramsDataForConferenceV2 = buildConsultConferenceParamData(
+        consultationData,
+        this.data.interactionId
+      );
+
+      const response = await this.contact.consultConference({
+        interactionId: paramsDataForConferenceV2.interactionId,
+        data: paramsDataForConferenceV2.data,
+      });
+
+      // Send success event to transition to CONFERENCING
+      if (this.stateMachineService) {
+        this.stateMachineService.send({
+          type: TaskEvent.CONFERENCE_START,
+        });
+      }
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_CONFERENCE_START_SUCCESS,
+        {
+          taskId: this.data.interactionId,
+          destination: paramsDataForConferenceV2.data.to,
+          destinationType: paramsDataForConferenceV2.data.destinationType,
+          agentId: paramsDataForConferenceV2.data.agentId,
+          ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+
+      LoggerProxy.log(`Consult conference started successfully`, {
+        module: CC_FILE,
+        method: METHODS.CONSULT_CONFERENCE,
+        interactionId: this.data.interactionId,
+      });
+
+      return response;
+    } catch (error) {
+      // Send failure event to revert state
+      if (this.stateMachineService) {
+        this.stateMachineService.send({
+          type: TaskEvent.CONFERENCE_FAILED,
+          reason: error.toString(),
+        });
+      }
+
+      const {error: detailedError} = getErrorDetails(error, METHODS.CONSULT_CONFERENCE, CC_FILE);
+
+      const failedParamsData = buildConsultConferenceParamData(
+        consultationData,
+        this.data.interactionId
+      );
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_CONFERENCE_START_FAILED,
+        {
+          taskId: this.data.interactionId,
+          destination: failedParamsData.data.to,
+          destinationType: failedParamsData.data.destinationType,
+          agentId: failedParamsData.data.agentId,
+          error: error.toString(),
+          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+
+      LoggerProxy.error(`Failed to start consult conference`, {
+        module: CC_FILE,
+        method: METHODS.CONSULT_CONFERENCE,
+        interactionId: this.data.interactionId,
+      });
+
+      throw detailedError;
+    }
+  }
+
+  /**
+   * Exit from a conference call.
+   * Per conference-spec.md:
+   * - Primary agent exits to wrapup
+   * - Non-primary agent exits to available/connected
+   * - Other participants continue the call
+   *
+   * @returns Promise<TaskResponse>
+   * @throws Error if not in conference or exit fails
+   * @example
+   * ```typescript
+   * task.exitConference().then(() => {}).catch(() => {});
+   * ```
+   */
+  public async exitConference(): Promise<TaskResponse> {
+    // Validate we're in conference state OR conference is in progress per task data
+    // This handles cases where:
+    // 1. State machine is in CONFERENCING state
+    // 2. State machine is in CONNECTED but conference is active (e.g., ownership transferred)
+    const state = this.getStateMachineSnapshot();
+    const isConferencingState = state?.matches(TaskState.CONFERENCING);
+
+    const isConferenceInProgressFromData = this.data ? getIsConferenceInProgress(this.data) : false;
+
+    if (!state || (!isConferencingState && !isConferenceInProgressFromData)) {
+      const currentState = state?.value as TaskState;
+      const error = new Error(`Cannot exit conference in ${currentState} state`);
+      LoggerProxy.error('Exit conference operation not allowed', {
+        module: CC_FILE,
+        method: 'exitConference',
+        interactionId: this.data.interactionId,
+      });
+      throw error;
+    }
+
+    // Send state machine event
+    if (this.stateMachineService) {
+      this.stateMachineService.send({
+        type: TaskEvent.EXIT_CONFERENCE,
+        agentId: this.data.agentId,
+      });
+    }
+
+    const requestInteractionId =
+      this.data.interaction?.mainInteractionId || this.data.interactionId;
+
+    try {
+      LoggerProxy.info(`Exiting conference`, {
+        module: CC_FILE,
+        method: 'exitConference',
+        interactionId: requestInteractionId,
+      });
+
+      this.metricsManager.timeEvent([
+        METRIC_EVENT_NAMES.TASK_CONFERENCE_EXIT_SUCCESS,
+        METRIC_EVENT_NAMES.TASK_CONFERENCE_EXIT_FAILED,
+      ]);
+
+      const response = await this.contact.exitConference({
+        interactionId: requestInteractionId,
+      });
+
+      // Send success event to transition state
+      if (this.stateMachineService) {
+        this.stateMachineService.send({
+          type: TaskEvent.EXIT_CONFERENCE_SUCCESS,
+          taskData: response.data,
+        });
+      }
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_CONFERENCE_EXIT_SUCCESS,
+        {
+          taskId: this.data.interactionId,
+          requestInteractionId,
+          agentId: this.data.agentId,
+          ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+
+      LoggerProxy.log(`Successfully exited conference`, {
+        module: CC_FILE,
+        method: 'exitConference',
+        trackingId: response.trackingId,
+        interactionId: requestInteractionId,
+      });
+
+      return response;
+    } catch (error) {
+      // Send failure event
+      if (this.stateMachineService) {
+        this.stateMachineService.send({
+          type: TaskEvent.EXIT_CONFERENCE_FAILED,
+          reason: error.toString(),
+        });
+      }
+
+      const {error: detailedError} = getErrorDetails(error, 'exitConference', CC_FILE);
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_CONFERENCE_EXIT_FAILED,
+        {
+          taskId: this.data.interactionId,
+          requestInteractionId,
+          agentId: this.data.agentId,
+          error: error.toString(),
+          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+
+      LoggerProxy.error(`Failed to exit conference`, {
+        module: CC_FILE,
+        method: 'exitConference',
+        interactionId: requestInteractionId,
+      });
+
+      throw detailedError;
+    }
+  }
+
+  /**
+   * Transfer the conference to another participant.
+   * Per conference-spec.md: Only primary agent can transfer conference.
+   * After transfer, the transferring agent exits to wrapup.
+   *
+   * @returns Promise<TaskResponse>
+   * @throws Error if not in conference or transfer fails
+   * @example
+   * ```typescript
+   * task.transferConference().then(() => {}).catch(() => {});
+   * ```
+   */
+  public async transferConference(): Promise<TaskResponse> {
+    // Validate we're in conference or consulting state
+    // CONSULTING is allowed because agent can transfer conference while consulting
+    // (transfers ownership to the consulted agent)
+    const state = this.getStateMachineSnapshot();
+    const isValidState =
+      state && (state.matches(TaskState.CONFERENCING) || state.matches(TaskState.CONSULTING));
+    if (!isValidState) {
+      const currentState = state?.value as TaskState;
+      const error = new Error(`Cannot transfer conference in ${currentState} state`);
+      LoggerProxy.error('Transfer conference operation not allowed', {
+        module: CC_FILE,
+        method: 'transferConference',
+        interactionId: this.data.interactionId,
+      });
+      throw error;
+    }
+
+    // Send state machine event
+    if (this.stateMachineService) {
+      this.stateMachineService.send({
+        type: TaskEvent.TRANSFER_CONFERENCE,
+        agentId: this.data.agentId,
+      });
+    }
+
+    const requestInteractionId =
+      this.data.interaction?.mainInteractionId || this.data.interactionId;
+
+    try {
+      LoggerProxy.info(`Transferring conference`, {
+        module: CC_FILE,
+        method: 'transferConference',
+        interactionId: requestInteractionId,
+      });
+
+      this.metricsManager.timeEvent([
+        METRIC_EVENT_NAMES.TASK_CONFERENCE_TRANSFER_SUCCESS,
+        METRIC_EVENT_NAMES.TASK_CONFERENCE_TRANSFER_FAILED,
+      ]);
+
+      const response = await this.contact.conferenceTransfer({
+        interactionId: requestInteractionId,
+      });
+
+      // Send success event to transition state
+      if (this.stateMachineService) {
+        this.stateMachineService.send({
+          type: TaskEvent.TRANSFER_CONFERENCE_SUCCESS,
+          taskData: response.data,
+        });
+      }
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_CONFERENCE_TRANSFER_SUCCESS,
+        {
+          taskId: this.data.interactionId,
+          requestInteractionId,
+          agentId: this.data.agentId,
+          ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+
+      LoggerProxy.log(`Successfully transferred conference`, {
+        module: CC_FILE,
+        method: 'transferConference',
+        trackingId: response.trackingId,
+        interactionId: requestInteractionId,
+      });
+
+      return response;
+    } catch (error) {
+      // Send failure event
+      if (this.stateMachineService) {
+        this.stateMachineService.send({
+          type: TaskEvent.TRANSFER_CONFERENCE_FAILED,
+          reason: error.toString(),
+        });
+      }
+
+      const {error: detailedError} = getErrorDetails(error, 'transferConference', CC_FILE);
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_CONFERENCE_TRANSFER_FAILED,
+        {
+          taskId: this.data.interactionId,
+          requestInteractionId,
+          agentId: this.data.agentId,
+          error: error.toString(),
+          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+
+      LoggerProxy.error(`Failed to transfer conference`, {
+        module: CC_FILE,
+        method: 'transferConference',
+        interactionId: requestInteractionId,
+      });
+
+      throw detailedError;
+    }
+  }
+
+  /**
+   * Toggle between consult call and main call during consulting.
+   * If on consult leg (consultCallHeld = false), switches to main call by holding consult.
+   * If on main call (consultCallHeld = true), switches to consult by resuming consult.
+   *
+   * @returns Promise<TaskResponse>
+   * @throws Error if not in CONSULTING state or no consult media resource
+   * @example
+   * ```typescript
+   * await task.switchCall();
+   * ```
+   */
+  public async switchCall(): Promise<TaskResponse> {
+    // Validate we're in CONSULTING state
+    const state = this.getStateMachineSnapshot();
+    if (!state?.matches(TaskState.CONSULTING)) {
+      const currentState = state?.value as TaskState;
+      const error = new Error(`Cannot switch call in ${currentState} state`);
+      LoggerProxy.error('Switch call operation not allowed', {
+        module: CC_FILE,
+        method: 'switchCall',
+        interactionId: this.data.interactionId,
+      });
+      throw error;
+    }
+
+    // Validate we have a consult media resource
+    const consultMediaResourceId = getConsultMediaResourceId(
+      this.data.interaction,
+      this.data.consultMediaResourceId,
+      this.data.agentId
+    );
+    if (!consultMediaResourceId) {
+      const error = new Error('No consult media resource available');
+      LoggerProxy.error('Switch call failed - no consult media resource', {
+        module: CC_FILE,
+        method: 'switchCall',
+        interactionId: this.data.interactionId,
+      });
+      throw error;
+    }
+
+    const context = state.context;
+    const isOnConsultLeg = !context.consultCallHeld;
+
+    // Determine direction and send appropriate state machine event
+    const targetEvent = isOnConsultLeg
+      ? TaskEvent.SWITCH_TO_MAIN_CALL
+      : TaskEvent.SWITCH_TO_CONSULT;
+    const revertEvent = isOnConsultLeg
+      ? TaskEvent.SWITCH_TO_CONSULT
+      : TaskEvent.SWITCH_TO_MAIN_CALL;
+
+    if (this.stateMachineService) {
+      this.stateMachineService.send({type: targetEvent});
+    }
+
+    this.metricsManager.timeEvent([
+      METRIC_EVENT_NAMES.TASK_SWITCH_CALL_SUCCESS,
+      METRIC_EVENT_NAMES.TASK_SWITCH_CALL_FAILED,
+    ]);
+
+    try {
+      if (isOnConsultLeg) {
+        const response = await this.contact.unHold({
+          interactionId: this.data.interactionId,
+          data: {mediaResourceId: this.data.mediaResourceId},
+        });
+
+        this.metricsManager.trackEvent(
+          METRIC_EVENT_NAMES.TASK_SWITCH_CALL_SUCCESS,
+          {
+            taskId: this.data.interactionId,
+            direction: 'toMainCall',
+            mediaResourceId: consultMediaResourceId,
+            ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),
+          },
+          ['operational', 'behavioral']
+        );
+
+        LoggerProxy.log(`Switched to main call successfully`, {
+          module: CC_FILE,
+          method: 'switchCall',
+          trackingId: response.trackingId,
+          interactionId: this.data.interactionId,
+        });
+
+        return response;
+      }
+
+      const response = await this.contact.hold({
+        interactionId: this.data.interactionId,
+        data: {mediaResourceId: this.data.mediaResourceId},
+      });
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_SWITCH_CALL_SUCCESS,
+        {
+          taskId: this.data.interactionId,
+          direction: 'toConsultCall',
+          mediaResourceId: consultMediaResourceId,
+          ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),
+        },
+        ['operational', 'behavioral']
+      );
+
+      LoggerProxy.log(`Switched to consult call successfully`, {
+        module: CC_FILE,
+        method: 'switchCall',
+        trackingId: response.trackingId,
+        interactionId: this.data.interactionId,
+      });
+
+      return response;
+    } catch (error) {
+      if (this.stateMachineService) {
+        this.stateMachineService.send({type: revertEvent});
+      }
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_SWITCH_CALL_FAILED,
+        {
+          taskId: this.data.interactionId,
+          direction: isOnConsultLeg ? 'toMainCall' : 'toConsultCall',
+          mediaResourceId: consultMediaResourceId,
+          error: error.toString(),
+          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),
+        },
+        ['operational', 'behavioral']
+      );
+
+      const {error: detailedError} = getErrorDetails(error, 'switchCall', CC_FILE);
+      LoggerProxy.error(`Failed to switch call`, {
+        module: CC_FILE,
+        method: 'switchCall',
+        interactionId: this.data.interactionId,
+      });
+      throw detailedError;
+    }
+  }
+
+  protected override getChannelSpecificActionOverrides() {
+    const baseOverrides = super.getChannelSpecificActionOverrides();
+
+    return {
+      ...baseOverrides,
+      emitTaskHold: this.createEmitSelfAction(TASK_EVENTS.TASK_HOLD, {updateTaskData: true}),
+      emitTaskResume: this.createEmitSelfAction(TASK_EVENTS.TASK_RESUME, {updateTaskData: true}),
+      emitTaskRecordingStarted: this.createEmitSelfAction(TASK_EVENTS.TASK_RECORDING_STARTED, {
+        updateTaskData: true,
+      }),
+      emitTaskRecordingPaused: this.createEmitSelfAction(TASK_EVENTS.TASK_RECORDING_PAUSED, {
+        updateTaskData: true,
+      }),
+      emitTaskRecordingPauseFailed: this.createEmitSelfAction(
+        TASK_EVENTS.TASK_RECORDING_PAUSE_FAILED,
+        {updateTaskData: true}
+      ),
+      emitTaskRecordingResumed: this.createEmitSelfAction(TASK_EVENTS.TASK_RECORDING_RESUMED, {
+        updateTaskData: true,
+      }),
+      emitTaskRecordingResumeFailed: this.createEmitSelfAction(
+        TASK_EVENTS.TASK_RECORDING_RESUME_FAILED,
+        {updateTaskData: true}
+      ),
+      // Conference event emitters
+      emitTaskParticipantJoined: this.createEmitSelfAction(TASK_EVENTS.TASK_PARTICIPANT_JOINED, {
+        updateTaskData: true,
+      }),
+      emitTaskParticipantLeft: this.createEmitSelfAction(TASK_EVENTS.TASK_PARTICIPANT_LEFT, {
+        updateTaskData: true,
+      }),
+      emitTaskConferenceStarted: this.createEmitSelfAction(TASK_EVENTS.TASK_CONFERENCE_STARTED, {
+        updateTaskData: true,
+      }),
+      emitTaskConferenceEnded: this.createEmitSelfAction(TASK_EVENTS.TASK_CONFERENCE_ENDED, {
+        updateTaskData: true,
+      }),
+      emitTaskConferenceFailed: this.createEmitSelfAction(TASK_EVENTS.TASK_CONFERENCE_FAILED, {
+        updateTaskData: true,
+      }),
+      emitTaskExitConference: this.createEmitSelfAction(TASK_EVENTS.TASK_EXIT_CONFERENCE, {
+        updateTaskData: false,
+      }),
+      emitTaskTransferConference: this.createEmitSelfAction(TASK_EVENTS.TASK_TRANSFER_CONFERENCE, {
+        updateTaskData: false,
+      }),
+      emitTaskSwitchCall: this.createEmitSelfAction(TASK_EVENTS.TASK_SWITCH_CALL, {
+        updateTaskData: false,
+      }),
+      emitTaskTransferConferenceFailed: this.createEmitSelfAction(
+        TASK_EVENTS.TASK_CONFERENCE_TRANSFER_FAILED,
+        {updateTaskData: true}
+      ),
+      emitTaskOutdialFailed: ({event}: TaskActionArgs) => {
+        if (event && 'taskData' in event && event.taskData) {
+          this.updateTaskData(event.taskData as TaskData);
+        }
+        const reason = (event as {reason?: string})?.reason || 'Outdial failed';
+        this.emit(TASK_EVENTS.TASK_OUTDIAL_FAILED, reason);
+      },
+    };
+  }
+}