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

package/src/services/config/constants.ts

@@ -67,6 +67,8 @@ export const METHODS = {
   GET_TENANT_DATA: 'getTenantData',
   GET_URL_MAPPING: 'getURLMapping',
   GET_DIAL_PLAN_DATA: 'getDialPlanData',
+  GET_AI_FEATURE_FLAGS: 'getAIFeatureFlags',
+  GET_QUEUES: 'getQueues',
 
   // Util methods
   PARSE_AGENT_CONFIGS: 'parseAgentConfigs',
@@ -164,7 +166,7 @@ export const endPointMap = {
   ) =>
     `organization/${orgId}/v2/auxiliary-code?page=${page}&pageSize=${pageSize}${
       filter && filter.length > 0 ? `&filter=id=in=(${filter})` : ''
-    }&attributes=${attributes}`,
+    }&attributes=${attributes}&desktopProfileFilter=true`,
 
   /**
    * Gets the endpoint for organization info.
@@ -232,6 +234,16 @@ export const endPointMap = {
    * @ignore
    */
   dialPlan: (orgId: string) => `organization/${orgId}/dial-plan?agentView=true`,
+  /**
+   * Gets the endpoint for listing AI feature flags.
+   * @param orgId - Organization ID.
+   * @returns The endpoint URL string.
+   * @public
+   * @example
+   * const url = endPointMap.aiFeatureFlags('org123');
+   * @ignore
+   */
+  aiFeature: (orgId: string) => `organization/${orgId}/v2/ai-feature?page=0&pageSize=100`,
 
   /**
    * Gets the endpoint for the queue list with custom query parameters.
@@ -286,4 +298,28 @@ export const endPointMap = {
     `organization/${orgId}/v2/outdial-ani/${outdialANI}/entry${
       queryParams ? `?${queryParams}` : ''
     }`,
+
+  /**
+   * Gets the endpoint for user preference by user ID.
+   * @param orgId - Organization ID.
+   * @param userId - User ID.
+   * @returns The endpoint URL string.
+   * @public
+   * @example
+   * const url = endPointMap.userPreference('org123', 'user456');
+   * @ignore
+   */
+  userPreference: (orgId: string, userId: string) =>
+    `organization/${orgId}/user-preference/${userId}`,
+
+  /**
+   * Gets the endpoint for creating user preference.
+   * @param orgId - Organization ID.
+   * @returns The endpoint URL string.
+   * @public
+   * @example
+   * const url = endPointMap.userPreferenceCreate('org123');
+   * @ignore
+   */
+  userPreferenceCreate: (orgId: string) => `organization/${orgId}/user-preference`,
 };

package/src/services/config/index.ts

@@ -22,6 +22,7 @@ import {
   SiteInfo,
   OutdialAniEntriesResponse,
   OutdialAniParams,
+  AIFeatureFlagsResponse,
 } from './types';
 import WebexRequest from '../core/WebexRequest';
 import {WCC_API_GATEWAY} from '../constants';
@@ -61,6 +62,7 @@ export default class AgentConfigService {
       const orgSettingsPromise = this.getOrganizationSetting(orgId);
       const tenantDataPromise = this.getTenantData(orgId);
       const urlMappingPromise = this.getURLMapping(orgId);
+      const aiFeatureFlagsPromise = this.getAIFeatureFlags(orgId);
       const auxCodesPromise = this.getAllAuxCodes(
         orgId,
         DEFAULT_PAGE_SIZE,
@@ -94,6 +96,7 @@ export default class AgentConfigService {
         orgSettingsData,
         tenantData,
         urlMappingData,
+        aiFeatureFlagsData,
         auxCodesData,
       ] = await Promise.all([
         agentProfilePromise,
@@ -104,9 +107,9 @@ export default class AgentConfigService {
         orgSettingsPromise,
         tenantDataPromise,
         urlMappingPromise,
+        aiFeatureFlagsPromise,
         auxCodesPromise,
       ]);
-
       const multimediaProfileId =
         userConfigData.multimediaProfileId ||
         userTeamData[0]?.multiMediaProfileId ||
@@ -128,6 +131,7 @@ export default class AgentConfigService {
         dialPlanData: userDialPlanData,
         urlMapping: urlMappingData,
         multimediaProfileId,
+        aiFeatureFlags: aiFeatureFlagsData,
       });
 
       LoggerProxy.info('Parsing completed for agent-config', {
@@ -651,6 +655,46 @@ export default class AgentConfigService {
     }
   }
 
+  /**
+   * Fetches AI feature resources for the organization.
+   * @ignore
+   * @param {string} orgId - organization ID for which AI feature resources are to be fetched.
+   * @returns {Promise<AIFeatureFlagsResponse>} - AI feature resources response.
+   * @throws {Error} - Throws an error if the API call fails or if the response status is not 200.
+   * @private
+   */
+  public async getAIFeatureFlags(orgId: string): Promise<AIFeatureFlagsResponse> {
+    LoggerProxy.info('Fetching AI feature resources', {
+      module: CONFIG_FILE_NAME,
+      method: METHODS.GET_AI_FEATURE_FLAGS,
+    });
+    try {
+      const resource = endPointMap.aiFeature(orgId);
+      const response = await this.webexReq.request({
+        service: WCC_API_GATEWAY,
+        resource,
+        method: HTTP_METHODS.GET,
+      });
+
+      if (response.statusCode !== 200) {
+        throw new Error(`API call failed with ${response.statusCode}`);
+      }
+
+      LoggerProxy.log('getAIFeatureFlags api success.', {
+        module: CONFIG_FILE_NAME,
+        method: METHODS.GET_AI_FEATURE_FLAGS,
+      });
+
+      return Promise.resolve(response.body);
+    } catch (error) {
+      LoggerProxy.error(`getAIFeatureFlags API call failed with ${error}`, {
+        module: CONFIG_FILE_NAME,
+        method: METHODS.GET_AI_FEATURE_FLAGS,
+      });
+      throw error;
+    }
+  }
+
   /**
    * Fetches the dial plan data for the given orgId.
    * @ignore

package/src/services/config/types.ts

@@ -65,6 +65,8 @@ export const CC_TASK_EVENTS = {
   AGENT_CONFERENCE_TRANSFER_FAILED: 'AgentConferenceTransferFailed',
   /** Event emitted for post-call activity by participant */
   PARTICIPANT_POST_CALL_ACTIVITY: 'ParticipantPostCallActivity',
+  /** Event emitted when consulted participant is being moved/transferred */
+  CONSULTED_PARTICIPANT_MOVING: 'ConsultedParticipantMoving',
   /** Event emitted when contact is blind transferred */
   AGENT_BLIND_TRANSFERRED: 'AgentBlindTransferred',
   /** Event emitted when blind transfer fails */
@@ -81,6 +83,8 @@ export const CC_TASK_EVENTS = {
   AGENT_CONSULT_TRANSFER_FAILED: 'AgentConsultTransferFailed',
   /** Event emitted when contact recording is paused */
   CONTACT_RECORDING_PAUSED: 'ContactRecordingPaused',
+  /** Event emitted when contact recording is started */
+  CONTACT_RECORDING_STARTED: 'ContactRecordingStarted',
   /** Event emitted when pausing contact recording fails */
   CONTACT_RECORDING_PAUSE_FAILED: 'ContactRecordingPauseFailed',
   /** Event emitted when contact recording is resumed */
@@ -91,6 +95,10 @@ export const CC_TASK_EVENTS = {
   CONTACT_ENDED: 'ContactEnded',
   /** Event emitted when contact is merged */
   CONTACT_MERGED: 'ContactMerged',
+  /** Event emitted when contact payload is updated (routing updates) */
+  CONTACT_UPDATED: 'ContactUpdated',
+  /** Event emitted when contact owner changes */
+  CONTACT_OWNER_CHANGED: 'ContactOwnerChanged',
   /** Event emitted when ending contact fails */
   AGENT_CONTACT_END_FAILED: 'AgentContactEndFailed',
   /** Event emitted when agent enters wrap-up state */
@@ -111,6 +119,26 @@ export const CC_TASK_EVENTS = {
   AGENT_CONTACT_UNASSIGNED: 'AgentContactUnassigned',
   /** Event emitted when inviting agent fails */
   AGENT_INVITE_FAILED: 'AgentInviteFailed',
+  /** Event emitted when a campaign preview contact is offered to the agent */
+  AGENT_OFFER_CAMPAIGN_RESERVATION: 'AgentOfferCampaignReservation',
+  /** Event emitted when campaign contact is updated */
+  CAMPAIGN_CONTACT_UPDATED: 'CampaignContactUpdated',
+  /** Event emitted when accepting a campaign preview contact fails */
+  CAMPAIGN_PREVIEW_ACCEPT_FAILED: 'CampaignPreviewAcceptFailed',
+  /** Event emitted when skipping a campaign preview contact fails */
+  CAMPAIGN_PREVIEW_SKIP_FAILED: 'CampaignPreviewSkipFailed',
+  /** Event emitted when removing a campaign preview contact fails */
+  CAMPAIGN_PREVIEW_REMOVE_FAILED: 'CampaignPreviewRemoveFailed',
+  /** Event emitted when a real-time transcript chunk is received */
+  REAL_TIME_TRANSCRIPTION: 'REAL_TIME_TRANSCRIPTION',
+  /** Event emitted when an AI assistant suggested response is available */
+  SUGGESTED_RESPONSE: 'SUGGESTED_RESPONSE',
+  /** Event emitted when backend acknowledges it is listening for more context */
+  SUGGESTED_RESPONSE_ACKNOWLEDGE: 'SUGGESTED_RESPONSE_ACKNOWLEDGE',
+  /** Event emitted when a mid-call summary is available */
+  MID_CALL_SUMMARY: 'MID_CALL_SUMMARY',
+  /** Event emitted when a post-call summary is available */
+  POST_CALL_SUMMARY: 'POST_CALL_SUMMARY',
 } as const;
 
 /**
@@ -177,6 +205,15 @@ export type WelcomeEvent = {
   agentId: string;
 };
 
+/**
+ * Available login options for voice channel access
+ * 'AGENT_DN' - Login using agent's DN
+ * 'EXTENSION' - Login using extension number
+ * 'BROWSER' - Login using browser-based WebRTC
+ * @public
+ */
+export type LoginOption = 'AGENT_DN' | 'EXTENSION' | 'BROWSER';
+
 /**
  * Response type for welcome events which can be either success or error
  * @public
@@ -267,14 +304,40 @@ export type AgentResponse = {
 
   /**
    * The default dialed number of the agent.
+   * Note: The API returns this field as "deafultDialledNumber" (with typo).
    */
-  defaultDialledNumber?: string;
+  deafultDialledNumber?: string;
 };
 
 /**
  * Represents the response from getDesktopProfileById method.
  */
 export type DesktopProfileResponse = {
+  /**
+   * Unique identifier of the agent profile configuration.
+   */
+  id: string;
+
+  /**
+   * Display name for the agent profile.
+   */
+  name: string;
+
+  /**
+   * Description of the agent profile.
+   */
+  description: string;
+
+  /**
+   * Parent entity type for the profile (for example ORGANIZATION).
+   */
+  parentType: string;
+
+  /**
+   * Indicates whether screen pop is enabled.
+   */
+  screenPopup: boolean;
+
   /**
    * Represents the voice options of an agent.
    */
@@ -315,6 +378,11 @@ export type DesktopProfileResponse = {
    */
   autoWrapUp: boolean;
 
+  /**
+   * Whether the agent personal greeting is enabled.
+   */
+  agentPersonalGreeting: boolean;
+
   /**
    * Auto answer allowed.
    */
@@ -335,6 +403,36 @@ export type DesktopProfileResponse = {
    */
   allowAutoWrapUpExtension: boolean;
 
+  /**
+   * Access control for queues assigned to the agent (ALL or SPECIFIC).
+   */
+  accessQueue: string;
+
+  /**
+   * Queue identifiers available to the agent when access is SPECIFIC.
+   */
+  queues: string[];
+
+  /**
+   * Access control for entry points assigned to the agent.
+   */
+  accessEntryPoint: string;
+
+  /**
+   * Entry point identifiers available to the agent when access is SPECIFIC.
+   */
+  entryPoints: string[];
+
+  /**
+   * Access control for buddy teams assigned to the agent.
+   */
+  accessBuddyTeam: string;
+
+  /**
+   * Buddy team identifiers available to the agent when access is SPECIFIC.
+   */
+  buddyTeams: string[];
+
   /**
    * Outdial enabled for the agent.
    */
@@ -378,6 +476,11 @@ export type DesktopProfileResponse = {
    */
   agentDNValidation: string;
 
+  /**
+   * Additional DN validation criteria configured for the agent.
+   */
+  agentDNValidationCriterions: string[];
+
   /**
    * Dial plans of the agent.
    */
@@ -412,6 +515,31 @@ export type DesktopProfileResponse = {
    * State synchronization in Webex enabled or not.
    */
   stateSynchronizationWebex: boolean;
+
+  /**
+   * Threshold rules configured for the agent profile.
+   */
+  thresholdRules: Array<Record<string, string | number>>;
+
+  /**
+   * Whether the agent profile is currently active.
+   */
+  active: boolean;
+
+  /**
+   * Whether this profile is the system default.
+   */
+  systemDefault: boolean;
+
+  /**
+   * Timestamp when the profile was created.
+   */
+  createdTime: number;
+
+  /**
+   * Timestamp when the profile was last updated.
+   */
+  lastUpdatedTime: number;
 };
 
 /**
@@ -580,6 +708,8 @@ export type OrgInfo = {
   tenantId: string;
   /** Organization timezone */
   timezone: string;
+  /** Current environment (e.g., 'produs1', 'intgus1') */
+  environment: string;
 };
 
 /**
@@ -856,15 +986,6 @@ export type WrapupData = {
   };
 };
 
-/**
- * Available login options for voice channel access
- * 'AGENT_DN' - Login using agent's DN
- * 'EXTENSION' - Login using extension number
- * 'BROWSER' - Login using browser-based WebRTC
- * @public
- */
-export type LoginOption = 'AGENT_DN' | 'EXTENSION' | 'BROWSER';
-
 /**
  * Team configuration information
  * @public
@@ -900,6 +1021,59 @@ export type URLMappings = {
   acqueonConsoleUrl: string;
 };
 
+/**
+ * AI feature resource row returned by /v2/ai-feature API.
+ * @public
+ */
+export type AIFeatureFlags = {
+  id: string;
+  realtimeTranscripts?: {
+    enable?: boolean;
+    agentInclusionType?: string;
+  };
+  suggestedResponses?: {
+    enable?: boolean;
+  };
+  generatedSummaries?: {
+    callDropSummariesEnabled?: boolean;
+    virtualAgentTransferSummariesEnabled?: boolean;
+    consultTransferSummariesEnabled?: boolean;
+    wrapUpSummariesEnabled?: boolean;
+    queuesInclusionType?: string;
+  };
+  agentWellbeing?: {
+    enable?: boolean;
+    agentInclusionType?: string;
+    wellnessBreakReminders?: string;
+  };
+  autoCSAT?: {
+    enable?: boolean;
+    queuesInclusionType?: string;
+    surveyDataSource?: string;
+  };
+  links?: string[];
+  createdTime?: number;
+  lastUpdatedTime?: number;
+};
+
+/**
+ * Response type for list AI feature resources API.
+ * @public
+ */
+export type AIFeatureFlagsResponse = {
+  meta?: {
+    orgid?: string;
+    page?: number;
+    pageSize?: number;
+    totalPages?: number;
+    totalRecords?: number;
+    links?: {
+      self?: string;
+    };
+  };
+  data: AIFeatureFlags[];
+};
+
 /**
  * Comprehensive agent profile configuration in the contact center system
  * Contains all settings and capabilities for an agent
@@ -984,7 +1158,7 @@ export type Profile = {
   /** Outbound entry point */
   outDialEp: string;
   /** Whether ending calls is enabled */
-  isEndCallEnabled: boolean;
+  isEndTaskEnabled: boolean;
   /** Whether ending consultations is enabled */
   isEndConsultEnabled: boolean;
   /** Optional lifecycle manager URL */
@@ -1031,6 +1205,8 @@ export type Profile = {
   isAnalyzerEnabled?: boolean;
   /** Tenant timezone */
   tenantTimezone?: string;
+  /** Current environment (e.g., 'produs1', 'intgus1') */
+  environment?: string;
   /** Available voice login options */
   loginVoiceOptions?: LoginOption[];
   /** Current login device type */
@@ -1055,6 +1231,8 @@ export type Profile = {
   lastStateChangeTimestamp?: number;
   /** Timestamp of last idle code change */
   lastIdleCodeChangeTimestamp?: number;
+  /** AI feature flags resolved from organization config */
+  aiFeature?: AIFeatureFlags;
 };
 
 /**
@@ -1116,3 +1294,55 @@ export type OutdialAniParams = {
   /** Comma-separated list of attributes to include in response (optional) */
   attributes?: string;
 };
+
+/**
+ * User preference data structure
+ * @public
+ */
+export type UserPreference = {
+  /** Unique identifier for the user preference */
+  id: string;
+  /** Organization ID */
+  organizationId: string;
+  /** User ID (CI user ID) */
+  userId: string;
+  /** User preference data as key-value pairs */
+  preferences: Record<string, unknown>;
+  /** Timestamp when this preference was created (Unix timestamp in milliseconds) */
+  createdTime?: number;
+  /** Timestamp when this preference was last updated (Unix timestamp in milliseconds) */
+  lastUpdatedTime?: number;
+};
+
+/**
+ * Request payload for creating user preferences
+ * @public
+ */
+export type CreateUserPreferenceRequest = {
+  /** User ID (CI user ID) */
+  userId: string;
+  /** Desktop preference data as a JSON string (required) */
+  desktopPreference: string;
+};
+
+/**
+ * Request payload for updating user preferences
+ * @public
+ */
+export type UpdateUserPreferenceRequest = {
+  /** Desktop preference data as a JSON string (required) */
+  desktopPreference: string;
+};
+
+/**
+ * Query parameters for fetching user preferences
+ * @public
+ */
+export type GetUserPreferenceParams = {
+  /** User ID to fetch preferences for. Defaults to current user's CI user ID. */
+  userId?: string;
+  /** Page number (0-indexed). Default: 0 */
+  page?: number;
+  /** Number of items per page. Default: 100 */
+  pageSize?: number;
+};

package/src/services/constants.ts

@@ -59,6 +59,14 @@ export const AGENT = 'agent';
  */
 export const SUBSCRIBE_API = 'v1/notification/subscribe';
 
+/**
+ * API path for realtime transcription subscription.
+ * @type {string}
+ * @public
+ * @ignore
+ */
+export const RTD_SUBSCRIBE_API = 'v1/realtime/subscribe';
+
 /**
  * API path for agent login.
  * @type {string}
@@ -109,3 +117,24 @@ export const METHODS = {
   MAP_CALL_TO_TASK: 'mapCallToTask',
   GET_TASK_ID_FOR_CALL: 'getTaskIdForCall',
 };
+
+export const AI_ASSISTANT_API_URLS = {
+  EVENT: '/event',
+  TRANSCRIPTS_LIST: '/transcripts/list',
+};
+
+export const AI_ASSISTANT_BASE_URL_TEMPLATE = 'https://api-ai-assistant.%s.ciscoccservice.com';
+
+export const AI_ASSISTANT_ENV_MAP: Record<string, string> = {
+  'api.intgus1.ciscoccservice.com': 'intgus1',
+  'api.qaus1.ciscoccservice.com': 'qaus1',
+  'api.wxcc-us1.cisco.com': 'produs1',
+  'api.wxcc-eu1.cisco.com': 'prodeu1',
+  'api.wxcc-eu2.cisco.com': 'prodeu2',
+  'api.wxcc-anz1.cisco.com': 'prodanz1',
+  'api.wxcc-ca1.cisco.com': 'prodca1',
+  'api.wxcc-jp1.cisco.com': 'prodjp1',
+  'api.wxcc-sg1.cisco.com': 'prodsg1',
+  'api.wxcc-in1.cisco.com': 'prodin1',
+  'api.loadus1.cisco.com': 'loadus1',
+};

package/src/services/core/Err.ts

@@ -38,6 +38,9 @@ export type TaskErrorIds =
   | {'Service.aqm.task.pauseRecording': Failure}
   | {'Service.aqm.task.resumeRecording': Failure}
   | {'Service.aqm.dialer.startOutdial': Failure}
+  | {'Service.aqm.dialer.acceptPreviewContact': Failure}
+  | {'Service.aqm.dialer.skipPreviewContact': Failure}
+  | {'Service.aqm.dialer.removePreviewContact': Failure}
   | {'Service.reqs.generic.failure': {trackingId: string}};
 
 export type ReqError =