@webex/contact-center 3.11.0 → 3.12.0-llmrefactor.2

package/src/cc.ts

@@ -25,6 +25,7 @@ import {
   UploadLogsResponse,
   UpdateDeviceTypeResponse,
   GenericError,
+  ConfigFlags,
 } from './types';
 import {
   READY,
@@ -39,7 +40,7 @@ import {
   METHODS,
 } from './constants';
 import {AGENT_STATE_AVAILABLE, AGENT_STATE_AVAILABLE_ID} from './services/config/constants';
-import {AGENT, WEB_RTC_PREFIX} from './services/constants';
+import {AGENT, RTD_SUBSCRIBE_API, SUBSCRIBE_API, WEB_RTC_PREFIX} from './services/constants';
 import Services from './services';
 import WebexRequest from './services/core/WebexRequest';
 import LoggerProxy from './logger-proxy';
@@ -55,13 +56,21 @@ import {
 import {ConnectionLostDetails} from './services/core/websocket/types';
 import TaskManager from './services/task/TaskManager';
 import WebCallingService from './services/WebCallingService';
-import {ITask, TASK_EVENTS, TaskResponse, DialerPayload} from './services/task/types';
+import {
+  ITask,
+  TASK_EVENTS,
+  TaskResponse,
+  DialerPayload,
+  PreviewContactPayload,
+} from './services/task/types';
 import MetricsManager from './metrics/MetricsManager';
 import {METRIC_EVENT_NAMES} from './metrics/constants';
 import {Failure} from './services/core/GlobalTypes';
-import EntryPoint from './services/EntryPoint';
-import AddressBook from './services/AddressBook';
-import Queue from './services/Queue';
+import {EntryPoint} from './services/EntryPoint';
+import {AddressBook} from './services/AddressBook';
+import {Queue} from './services/Queue';
+import {ApiAIAssistant} from './services/ApiAiAssistant';
+import {UserPreference} from './services/UserPreference';
 import type {
   EntryPointListResponse,
   EntryPointSearchParams,
@@ -119,6 +128,7 @@ import type {
  *   - `task:established` - Task/call has been connected
  *   - `task:ended` - Task/call has ended
  *   - `task:error` - An error occurred during task handling
+ *   - `task:campaignPreviewReservation` - Campaign preview contact offered to agent
  *
  * @public
  *
@@ -317,7 +327,45 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
    * });
    * ```
    */
-  private queue: Queue;
+  public queue: Queue;
+
+  /**
+   * API instance for managing Webex Contact Center user preferences
+   * Provides functionality to get, create, update, and delete user preferences
+   * @type {UserPreference}
+   * @public
+   * @example
+   * ```typescript
+   * const cc = webex.cc;
+   * await cc.register();
+   * await cc.stationLogin({ teamId: 'team123', loginOption: 'BROWSER' });
+   *
+   * // Get user preferences for current user
+   * const preferences = await cc.userPreference.getUserPreference();
+   *
+   * // Create new user preferences
+   * const newPrefs = await cc.userPreference.createUserPreference({
+   *   userId: 'user123',
+   *   preferences: { e911Reminder: true }
+   * });
+   *
+   * // Update user preferences
+   * const updatedPrefs = await cc.userPreference.updateUserPreference('user123', {
+   *   preferences: { e911Reminder: false }
+   * });
+   *
+   * // Delete user preferences
+   * await cc.userPreference.deleteUserPreference('user123');
+   * ```
+   */
+  public userPreference: UserPreference;
+
+  /**
+   * API instance for AI Assistant operations such as transcript controls.
+   * @type {ApiAIAssistant}
+   * @public
+   */
+  public apiAIAssistant: ApiAIAssistant;
 
   /**
    * Logger utility for Contact Center plugin
@@ -342,6 +390,7 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
     this.$webex.once(READY, () => {
       // @ts-ignore
       this.$config = this.config;
+      this.validatePluginConfig();
 
       /**
        * This is used for handling the async requests by sending webex.request and wait for corresponding websocket event.
@@ -354,14 +403,16 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
         webex: this.$webex,
         connectionConfig: this.getConnectionConfig(),
       });
-      this.services.webSocketManager.on('message', this.handleWebsocketMessage);
 
       this.webCallingService = new WebCallingService(this.$webex);
+      this.apiAIAssistant = new ApiAIAssistant(this.$webex);
       this.metricsManager = MetricsManager.getInstance({webex: this.$webex});
       this.taskManager = TaskManager.getTaskManager(
+        this.apiAIAssistant,
         this.services.contact,
         this.webCallingService,
-        this.services.webSocketManager
+        this.services.webSocketManager,
+        this.services.rtdWebSocketManager
       );
       this.incomingTaskListener();
 
@@ -370,8 +421,7 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
       this.entryPoint = new EntryPoint(this.$webex);
       this.addressBook = new AddressBook(this.$webex, () => this.agentConfig?.addressBookId);
       this.queue = new Queue(this.$webex);
-
-      // Initialize logger
+      this.userPreference = new UserPreference(this.$webex, () => this.agentConfig?.agentId);
       LoggerProxy.initialize(this.$webex.logger);
     });
   }
@@ -396,6 +446,16 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
     this.trigger(TASK_EVENTS.TASK_HYDRATE, task);
   };
 
+  /**
+   * Handles multi-login hydrate events for SDK instances without Mobius registration
+   * @private
+   * @param {ITask} task The task object associated with the multi-login hydrate
+   */
+  private handleTaskMultiLoginHydrate = (task: ITask) => {
+    // @ts-ignore
+    this.trigger(TASK_EVENTS.TASK_MULTI_LOGIN_HYDRATE, task);
+  };
+
   /**
    * Handles task merged events when tasks are combined eg: EPDN merge/transfer
    * @private
@@ -406,6 +466,20 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
     this.trigger(TASK_EVENTS.TASK_MERGED, task);
   };
 
+  /**
+   * Handles campaign preview reservation events when a contact is offered to the agent
+   * @private
+   * @param {ITask} task The campaign reservation task
+   */
+  private handleCampaignPreviewReservation = (task: ITask) => {
+    // @ts-ignore
+    this.trigger(TASK_EVENTS.TASK_CAMPAIGN_PREVIEW_RESERVATION, task);
+  };
+
+  private handleRTDWebsocketMessage = (event: string) => {
+    this.taskManager.handleRealtimeWebsocketEvent(event);
+  };
+
   /**
    * Sets up event listeners for incoming tasks and task hydration
    * Subscribes to task events from the task manager
@@ -414,7 +488,12 @@ 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_MULTI_LOGIN_HYDRATE, this.handleTaskMultiLoginHydrate);
     this.taskManager.on(TASK_EVENTS.TASK_MERGED, this.handleTaskMerged);
+    this.taskManager.on(
+      TASK_EVENTS.TASK_CAMPAIGN_PREVIEW_RESERVATION,
+      this.handleCampaignPreviewReservation
+    );
   }
 
   /**
@@ -454,7 +533,7 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
    * ```
    */
   public async register(): Promise<Profile> {
-    LoggerProxy.info('Starting CC SDK registration', {
+    LoggerProxy.log('Starting CC SDK registration', {
       module: CC_FILE,
       method: METHODS.REGISTER,
     });
@@ -464,6 +543,7 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
         METRIC_EVENT_NAMES.WEBSOCKET_REGISTER_FAILED,
       ]);
       this.setupEventListeners();
+      this.services.webSocketManager.on('message', this.handleWebsocketMessage);
 
       const resp = await this.connectWebsocket();
       // Ensure 'dn' is always populated from 'defaultDn'
@@ -543,9 +623,15 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
 
       this.taskManager.off(TASK_EVENTS.TASK_INCOMING, this.handleIncomingTask);
       this.taskManager.off(TASK_EVENTS.TASK_HYDRATE, this.handleTaskHydrate);
+      this.taskManager.off(TASK_EVENTS.TASK_MULTI_LOGIN_HYDRATE, this.handleTaskMultiLoginHydrate);
+      this.taskManager.off(
+        TASK_EVENTS.TASK_CAMPAIGN_PREVIEW_RESERVATION,
+        this.handleCampaignPreviewReservation
+      );
       this.taskManager.unregisterIncomingCallEvent();
 
       this.services.webSocketManager.off('message', this.handleWebsocketMessage);
+      this.services.rtdWebSocketManager.off('message', this.handleRTDWebsocketMessage);
       this.services.connectionService.off('connectionLost', this.handleConnectionLost);
 
       if (
@@ -568,6 +654,13 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
       if (!this.services.webSocketManager.isSocketClosed) {
         this.services.webSocketManager.close(false, 'Unregistering the SDK');
       }
+      if (this.services.rtdWebSocketManager && !this.services.rtdWebSocketManager.isSocketClosed) {
+        this.services.rtdWebSocketManager.close(false, 'Unregistering the SDK');
+      }
+
+      if (this.services.rtdWebSocketManager && !this.services.rtdWebSocketManager.isSocketClosed) {
+        this.services.rtdWebSocketManager.close(false, 'Unregistering the RTD websocket');
+      }
 
       // Clear any cached agent configuration
       this.agentConfig = null;
@@ -689,7 +782,7 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
    * @private
    */
   private async connectWebsocket() {
-    LoggerProxy.info('Connecting to websocket', {
+    LoggerProxy.log('Connecting to websocket', {
       module: CC_FILE,
       method: METHODS.CONNECT_WEBSOCKET,
     });
@@ -697,6 +790,7 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
     try {
       const data = (await this.services.webSocketManager.initWebSocket({
         body: this.getConnectionConfig(),
+        resource: SUBSCRIBE_API,
       })) as WelcomeEvent;
 
       const agentId = data.agentId;
@@ -708,14 +802,57 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
         method: METHODS.CONNECT_WEBSOCKET,
       });
 
+      const configFlags: ConfigFlags = {
+        isEndTaskEnabled: this.agentConfig.isEndTaskEnabled,
+        isEndConsultEnabled: this.agentConfig.isEndConsultEnabled,
+        webRtcEnabled: this.agentConfig.webRtcEnabled,
+        autoWrapup: this.agentConfig.wrapUpData?.wrapUpProps?.autoWrapup ?? false,
+        aiFeature: this.agentConfig.aiFeature,
+      };
+      this.taskManager.setConfigFlags(configFlags);
       // 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);
+      this.apiAIAssistant.setAIFeatureFlags(this.agentConfig.aiFeature);
+
+      /**
+       * RTD websocket currently supports realtime transcripts and suggested responses.
+       * Extend this condition when additional AI RTD features are introduced.
+       */
+      if (
+        this.agentConfig.aiFeature?.realtimeTranscripts?.enable ||
+        this.agentConfig.aiFeature?.suggestedResponses?.enable
+      ) {
+        LoggerProxy.info('Connecting to RTD websocket', {
+          module: CC_FILE,
+          method: METHODS.CONNECT_WEBSOCKET,
+        });
+
+        this.services.rtdWebSocketManager
+          .initWebSocket({
+            body: this.getConnectionConfig(),
+            resource: RTD_SUBSCRIBE_API,
+          })
+          .then(() => {
+            LoggerProxy.log('RTD websocket connected successfully', {
+              module: CC_FILE,
+              method: METHODS.CONNECT_WEBSOCKET,
+            });
+            this.services.rtdWebSocketManager.on('message', this.handleRTDWebsocketMessage);
+          })
+          .catch((error) => {
+            LoggerProxy.error(`Error connecting to RTD websocket ${error}`, {
+              module: CC_FILE,
+              method: METHODS.CONNECT_WEBSOCKET,
+            });
+          });
+      }
 
       if (
         this.agentConfig.webRtcEnabled &&
-        this.agentConfig.loginVoiceOptions.includes(LoginOption.BROWSER)
+        this.agentConfig.loginVoiceOptions.includes(LoginOption.BROWSER) &&
+        !this.isWebRTCRegistrationDisabled()
       ) {
         try {
           await this.$webex.internal.mercury.connect();
@@ -729,10 +866,23 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
             method: METHODS.CONNECT_WEBSOCKET,
           });
         }
+      } else if (this.isWebRTCRegistrationDisabled()) {
+        LoggerProxy.info(
+          'Skipping Mobius registration because disableWebRTCRegistration is enabled',
+          {
+            module: CC_FILE,
+            method: METHODS.CONNECT_WEBSOCKET,
+          }
+        );
       }
 
       if (this.$config && this.$config.allowAutomatedRelogin) {
         await this.silentRelogin();
+      } else {
+        LoggerProxy.log('Skipping silent relogin: allowAutomatedRelogin is disabled', {
+          module: CC_FILE,
+          method: METHODS.CONNECT_WEBSOCKET,
+        });
       }
 
       return this.agentConfig;
@@ -775,22 +925,37 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
    * ```
    */
   public async stationLogin(data: AgentLogin): Promise<StationLoginResponse> {
-    LoggerProxy.info('Starting agent station login', {
-      module: CC_FILE,
-      method: METHODS.STATION_LOGIN,
-    });
+    const loggerContext = {module: CC_FILE, method: METHODS.STATION_LOGIN};
+
     try {
+      LoggerProxy.log(
+        `Starting agent station login | loginOption: ${data?.loginOption} teamId: ${data?.teamId}`,
+        loggerContext
+      );
       this.metricsManager.timeEvent([
         METRIC_EVENT_NAMES.STATION_LOGIN_SUCCESS,
         METRIC_EVENT_NAMES.STATION_LOGIN_FAILED,
       ]);
 
-      if (data.loginOption === LoginOption.AGENT_DN && !isValidDialNumber(data.dialNumber)) {
-        const error = new Error('INVALID_DIAL_NUMBER');
-        // @ts-ignore - adding custom key to the error object
-        error.details = {data: {reason: 'INVALID_DIAL_NUMBER'}} as Failure;
+      const dialPlanEntries = this.agentConfig?.dialPlan?.dialPlanEntity ?? [];
+      if (data.loginOption === LoginOption.AGENT_DN) {
+        LoggerProxy.log(
+          `Validating dial number | dialPlanEnabled: ${!!this.agentConfig
+            ?.dialPlan} | dialPlanEntryCount: ${dialPlanEntries.length}`,
+          loggerContext
+        );
+
+        if (!isValidDialNumber(data.dialNumber, dialPlanEntries)) {
+          LoggerProxy.log(
+            `Dial number validation failed | dialNumber: ${data.dialNumber} | dialPlanEntryCount: ${dialPlanEntries.length}`,
+            loggerContext
+          );
+          const error = new Error('INVALID_DIAL_NUMBER');
+          // @ts-ignore - adding custom key to the error object
+          error.details = {data: {reason: 'INVALID_DIAL_NUMBER'}} as Failure;
 
-        throw error;
+          throw error;
+        }
       }
 
       const loginResponse = await this.services.agent.stationLogin({
@@ -809,8 +974,24 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
         },
       });
 
-      if (this.agentConfig.webRtcEnabled && data.loginOption === LoginOption.BROWSER) {
+      if (
+        this.agentConfig.webRtcEnabled &&
+        data.loginOption === LoginOption.BROWSER &&
+        !this.isWebRTCRegistrationDisabled()
+      ) {
         await this.webCallingService.registerWebCallingLine();
+      } else if (
+        this.agentConfig.webRtcEnabled &&
+        data.loginOption === LoginOption.BROWSER &&
+        this.isWebRTCRegistrationDisabled()
+      ) {
+        LoggerProxy.info(
+          'Skipping web calling line registration because disableWebRTCRegistration is enabled',
+          {
+            module: CC_FILE,
+            method: METHODS.STATION_LOGIN,
+          }
+        );
       }
 
       const resp = await loginResponse;
@@ -1172,6 +1353,30 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
     }
   };
 
+  /**
+   * Checks whether Mobius/WebRTC registration should be skipped by config
+   * @returns {boolean} True when browser WebRTC registration is disabled
+   * @private
+   */
+  private isWebRTCRegistrationDisabled(): boolean {
+    return this.$config?.disableWebRTCRegistration === true;
+  }
+
+  /**
+   * Validates contact-center plugin configuration before service initialization
+   * @private
+   */
+  private validatePluginConfig(): void {
+    if (
+      this.$config?.disableWebRTCRegistration === true &&
+      this.$config?.allowMultiLogin === false
+    ) {
+      throw new Error(
+        'Invalid Contact Center configuration: disableWebRTCRegistration cannot be true when allowMultiLogin is false. Enable allowMultiLogin or allow WebRTC registration so an SDK instance can receive Mobius/WebRTC task events.'
+      );
+    }
+  }
+
   /**
    * Initializes event listeners for the Contact Center service
    * Sets up handlers for connection state changes and other core events
@@ -1203,13 +1408,13 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
   private async handleConnectionLost(msg: ConnectionLostDetails): Promise<void> {
     if (msg.isConnectionLost) {
       // TODO: Emit an event saying connection is lost
-      LoggerProxy.info('event=handleConnectionLost | Connection lost', {
+      LoggerProxy.log('event=handleConnectionLost | Connection lost', {
         module: CC_FILE,
         method: METHODS.HANDLE_CONNECTION_LOST,
       });
     } else if (msg.isSocketReconnected) {
       // TODO: Emit an event saying connection is re-estabilished
-      LoggerProxy.info(
+      LoggerProxy.log(
         'event=handleConnectionReconnect | Connection reconnected attempting to request silent relogin',
         {module: CC_FILE, method: METHODS.HANDLE_CONNECTION_LOST}
       );
@@ -1224,7 +1429,7 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
    * @private
    */
   private async silentRelogin(): Promise<void> {
-    LoggerProxy.info('Starting silent relogin process', {
+    LoggerProxy.log('Starting silent relogin process', {
       module: CC_FILE,
       method: METHODS.SILENT_RELOGIN,
     });
@@ -1246,7 +1451,7 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
       await this.handleDeviceType(deviceType as LoginOption, dn);
 
       if (lastStateChangeReason === 'agent-wss-disconnect') {
-        LoggerProxy.info(
+        LoggerProxy.log(
           'event=requestAutoStateChange | Requesting state change to available on socket reconnect',
           {module: CC_FILE, method: METHODS.SILENT_RELOGIN}
         );
@@ -1275,8 +1480,6 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
       }
       this.agentConfig.lastStateAuxCodeId = auxCodeId;
       this.agentConfig.isAgentLoggedIn = true;
-      // TODO: https://jira-eng-gpk2.cisco.com/jira/browse/SPARK-626777 Implement the de-register method and close the listener there
-      this.services.webSocketManager.on('message', this.handleWebsocketMessage);
 
       LoggerProxy.log(
         `Silent relogin process completed successfully with login Option: ${reLoginResponse.data.deviceType} teamId: ${reLoginResponse.data.teamId}`,
@@ -1317,6 +1520,16 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
     this.agentConfig.deviceType = deviceType;
     switch (deviceType) {
       case LoginOption.BROWSER:
+        if (this.isWebRTCRegistrationDisabled()) {
+          LoggerProxy.info(
+            'Skipping web calling line registration because disableWebRTCRegistration is enabled',
+            {
+              module: CC_FILE,
+              method: METHODS.HANDLE_DEVICE_TYPE,
+            }
+          );
+          break;
+        }
         try {
           await this.webCallingService.registerWebCallingLine();
         } catch (error) {
@@ -1509,6 +1722,239 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
     }
   }
 
+  /**
+   * Accepts a campaign preview contact, initiating the outbound call.
+   *
+   * When a campaign manager reserves a contact for an agent, the agent receives an
+   * `AgentOfferCampaignReservation` event. The agent can then accept the preview contact
+   * to initiate the outbound call.
+   *
+   * @param {PreviewContactPayload} payload - The preview contact payload containing interactionId and campaignId (campaign name, not UUID).
+   * @returns {Promise<TaskResponse>} Promise resolving with agent contact on success.
+   * @throws {Error} If the operation fails (network error, customer unavailable, etc.)
+   *
+   * @example
+   * ```typescript
+   * webex.cc.on('task:campaignPreviewReservation', async (task) => {
+   *   const { interactionId } = task.data;
+   *   // campaignId is the campaign name (e.g. "MyCampaign"), not a UUID
+   *   const campaignId = task.data.interaction.callProcessingDetails.campaignId;
+   *
+   *   const result = await webex.cc.acceptPreviewContact({ interactionId, campaignId });
+   * });
+   * ```
+   */
+  public async acceptPreviewContact(payload: PreviewContactPayload): Promise<TaskResponse> {
+    LoggerProxy.info('Accepting campaign preview contact', {
+      module: CC_FILE,
+      method: METHODS.ACCEPT_PREVIEW_CONTACT,
+    });
+    try {
+      this.metricsManager.timeEvent([
+        METRIC_EVENT_NAMES.CAMPAIGN_PREVIEW_ACCEPT_SUCCESS,
+        METRIC_EVENT_NAMES.CAMPAIGN_PREVIEW_ACCEPT_FAILED,
+      ]);
+
+      const result = await this.services.dialer.acceptPreviewContact({data: payload});
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.CAMPAIGN_PREVIEW_ACCEPT_SUCCESS,
+        {
+          ...MetricsManager.getCommonTrackingFieldForAQMResponse(result),
+          interactionId: payload.interactionId,
+          campaignId: payload.campaignId,
+        },
+        ['behavioral', 'business', 'operational']
+      );
+
+      LoggerProxy.log('Campaign preview contact accepted successfully', {
+        module: CC_FILE,
+        method: METHODS.ACCEPT_PREVIEW_CONTACT,
+        trackingId: result.trackingId,
+        interactionId: payload.interactionId,
+      });
+
+      return result;
+    } catch (error) {
+      const failure = error.details as Failure;
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.CAMPAIGN_PREVIEW_ACCEPT_FAILED,
+        {
+          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(failure),
+          interactionId: payload.interactionId,
+          campaignId: payload.campaignId,
+        },
+        ['behavioral', 'business', 'operational']
+      );
+      const {error: detailedError} = getErrorDetails(
+        error,
+        METHODS.ACCEPT_PREVIEW_CONTACT,
+        CC_FILE
+      );
+      throw detailedError;
+    }
+  }
+
+  /**
+   * Skips a campaign preview contact, requesting the next contact from the campaign.
+   *
+   * When a campaign manager reserves a contact for an agent, the agent receives an
+   * `AgentOfferCampaignReservation` event. Instead of accepting, the agent can skip the
+   * preview contact to move to the next contact in the campaign.
+   *
+   * @param {PreviewContactPayload} payload - The preview contact payload containing interactionId and campaignId (campaign name, not UUID).
+   * @returns {Promise<TaskResponse>} Promise resolving with agent contact on success.
+   * @throws {Error} If the operation fails (network error, etc.)
+   *
+   * @example
+   * ```typescript
+   * webex.cc.on('task:campaignPreviewReservation', async (task) => {
+   *   const { interactionId } = task.data;
+   *   const campaignId = task.data.interaction.callProcessingDetails.campaignId;
+   *
+   *   const result = await webex.cc.skipPreviewContact({ interactionId, campaignId });
+   * });
+   * ```
+   */
+  public async skipPreviewContact(payload: PreviewContactPayload): Promise<TaskResponse> {
+    const task = this.taskManager.getTask(payload.interactionId);
+    if (task?.data?.interaction?.callProcessingDetails?.campaignPreviewSkipDisabled === 'true') {
+      LoggerProxy.warn('Skip action is disabled for this campaign preview contact', {
+        module: CC_FILE,
+        method: METHODS.SKIP_PREVIEW_CONTACT,
+        interactionId: payload.interactionId,
+      });
+      throw new Error('Skip action is disabled for this campaign preview contact');
+    }
+
+    LoggerProxy.info('Skipping campaign preview contact', {
+      module: CC_FILE,
+      method: METHODS.SKIP_PREVIEW_CONTACT,
+    });
+    try {
+      this.metricsManager.timeEvent([
+        METRIC_EVENT_NAMES.CAMPAIGN_PREVIEW_SKIP_SUCCESS,
+        METRIC_EVENT_NAMES.CAMPAIGN_PREVIEW_SKIP_FAILED,
+      ]);
+
+      const result = await this.services.dialer.skipPreviewContact({data: payload});
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.CAMPAIGN_PREVIEW_SKIP_SUCCESS,
+        {
+          ...MetricsManager.getCommonTrackingFieldForAQMResponse(result),
+          interactionId: payload.interactionId,
+          campaignId: payload.campaignId,
+        },
+        ['behavioral', 'business', 'operational']
+      );
+
+      LoggerProxy.log('Campaign preview contact skipped successfully', {
+        module: CC_FILE,
+        method: METHODS.SKIP_PREVIEW_CONTACT,
+        trackingId: result.trackingId,
+        interactionId: payload.interactionId,
+      });
+
+      return result;
+    } catch (error) {
+      const failure = error.details as Failure;
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.CAMPAIGN_PREVIEW_SKIP_FAILED,
+        {
+          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(failure),
+          interactionId: payload.interactionId,
+          campaignId: payload.campaignId,
+        },
+        ['behavioral', 'business', 'operational']
+      );
+      const {error: detailedError} = getErrorDetails(error, METHODS.SKIP_PREVIEW_CONTACT, CC_FILE);
+      throw detailedError;
+    }
+  }
+
+  /**
+   * Removes a campaign preview contact from the campaign list entirely.
+   *
+   * When a campaign manager reserves a contact for an agent, the agent receives an
+   * `AgentOfferCampaignReservation` event. Instead of accepting or skipping, the agent can
+   * remove the preview contact to permanently take it out of the campaign contact list.
+   *
+   * @param {PreviewContactPayload} payload - The preview contact payload containing interactionId and campaignId (campaign name, not UUID).
+   * @returns {Promise<TaskResponse>} Promise resolving with agent contact on success.
+   * @throws {Error} If the operation fails (network error, etc.)
+   *
+   * @example
+   * ```typescript
+   * webex.cc.on('task:campaignPreviewReservation', async (task) => {
+   *   const { interactionId } = task.data;
+   *   const campaignId = task.data.interaction.callProcessingDetails.campaignId;
+   *
+   *   const result = await webex.cc.removePreviewContact({ interactionId, campaignId });
+   * });
+   * ```
+   */
+  public async removePreviewContact(payload: PreviewContactPayload): Promise<TaskResponse> {
+    const task = this.taskManager.getTask(payload.interactionId);
+    if (task?.data?.interaction?.callProcessingDetails?.campaignPreviewRemoveDisabled === 'true') {
+      LoggerProxy.warn('Remove action is disabled for this campaign preview contact', {
+        module: CC_FILE,
+        method: METHODS.REMOVE_PREVIEW_CONTACT,
+        interactionId: payload.interactionId,
+      });
+      throw new Error('Remove action is disabled for this campaign preview contact');
+    }
+
+    LoggerProxy.info('Removing campaign preview contact', {
+      module: CC_FILE,
+      method: METHODS.REMOVE_PREVIEW_CONTACT,
+    });
+    try {
+      this.metricsManager.timeEvent([
+        METRIC_EVENT_NAMES.CAMPAIGN_PREVIEW_REMOVE_SUCCESS,
+        METRIC_EVENT_NAMES.CAMPAIGN_PREVIEW_REMOVE_FAILED,
+      ]);
+
+      const result = await this.services.dialer.removePreviewContact({data: payload});
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.CAMPAIGN_PREVIEW_REMOVE_SUCCESS,
+        {
+          ...MetricsManager.getCommonTrackingFieldForAQMResponse(result),
+          interactionId: payload.interactionId,
+          campaignId: payload.campaignId,
+        },
+        ['behavioral', 'business', 'operational']
+      );
+
+      LoggerProxy.log('Campaign preview contact removed successfully', {
+        module: CC_FILE,
+        method: METHODS.REMOVE_PREVIEW_CONTACT,
+        trackingId: result.trackingId,
+        interactionId: payload.interactionId,
+      });
+
+      return result;
+    } catch (error) {
+      const failure = error.details as Failure;
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.CAMPAIGN_PREVIEW_REMOVE_FAILED,
+        {
+          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(failure),
+          interactionId: payload.interactionId,
+          campaignId: payload.campaignId,
+        },
+        ['behavioral', 'business', 'operational']
+      );
+      const {error: detailedError} = getErrorDetails(
+        error,
+        METHODS.REMOVE_PREVIEW_CONTACT,
+        CC_FILE
+      );
+      throw detailedError;
+    }
+  }
+
   /**
    * Fetches outdial ANI (Automatic Number Identification) entries for an outdial ANI ID.
    *
@@ -1656,6 +2102,7 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
   /**
    * Updates the agent device type and login configuration.
    * Use this method to change how an agent connects to the contact center system (e.g., switching from browser-based calling to a desk phone extension).
+   * Change to any field of the profile is allowed;
    *
    * @param {AgentDeviceUpdate} data Configuration containing:
    *   - loginOption: New device type ('BROWSER', 'EXTENSION', 'AGENT_DN')
@@ -1695,29 +2142,8 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
     });
 
     try {
-      // Only block if both loginOption AND teamId remain unchanged
-      if (
-        this.webCallingService?.loginOption === data.loginOption &&
-        data.teamId === this.agentConfig.currentTeamId
-      ) {
-        const message =
-          'Will not proceed with device update as new Device type is same as current device type and teamId is same as current teamId';
-        const err = new Error(message) as GenericError;
-        err.details = {
-          type: 'Identical Device Change Failure',
-          orgId: this.$webex.credentials.getOrgId(),
-          trackingId,
-          data: {
-            agentId: this.agentConfig.agentId,
-            reasonCode: 'R002',
-            reason: message,
-          },
-        };
-        throw err;
-      }
-
       await this.stationLogout({
-        logoutReason: 'User requested agent device change',
+        logoutReason: 'User requested agent profile update',
       });
 
       const loginPayload: AgentLogin = {