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

package/src/services/task/constants.ts

@@ -4,6 +4,8 @@
  * @ignore
  */
 
+import {CC_EVENTS} from '../config/types';
+
 export const TASK_MESSAGE_TYPE = 'RoutingMessage';
 export const TASK_API = '/v1/tasks/';
 export const HOLD = '/hold';
@@ -20,6 +22,12 @@ export const END = '/end';
 export const CONSULT_CONFERENCE = '/consult/conference';
 export const CONFERENCE_EXIT = '/conference/exit';
 export const CONFERENCE_TRANSFER = '/conference/transfer';
+export const DIALER_API = '/v1/dialer';
+export const CAMPAIGN_PREVIEW_ACCEPT = '/accept';
+export const CAMPAIGN_PREVIEW_SKIP = '/skip';
+export const CAMPAIGN_PREVIEW_REMOVE = '/remove';
+/** 80-second timeout for accepting preview contact (outbound call setup takes longer than default 20s) */
+export const TIMEOUT_PREVIEW_ACCEPT = 80000;
 export const TASK_MANAGER_FILE = 'taskManager';
 export const TASK_FILE = 'task';
 
@@ -44,6 +52,10 @@ export const PRESERVED_TASK_DATA_FIELDS = {
  */
 export const KEYS_TO_NOT_DELETE: string[] = Object.values(PRESERVED_TASK_DATA_FIELDS);
 
+/**
+ * Consultation status constants derived from state machine
+ * These values are computed and available in task.data.consultStatus
+ */
 // METHOD NAMES
 export const METHODS = {
   // Task class methods
@@ -69,6 +81,7 @@ export const METHODS = {
   // TaskManager class methods
   HANDLE_INCOMING_WEB_CALL: 'handleIncomingWebCall',
   REGISTER_TASK_LISTENERS: 'registerTaskListeners',
+  HANDLE_REAL_TIME_WEBSOCKET_EVENT: 'handleRealtimeWebsocketEvent',
   REMOVE_TASK_FROM_COLLECTION: 'removeTaskFromCollection',
   HANDLE_TASK_CLEANUP: 'handleTaskCleanup',
   GET_TASK: 'getTask',
@@ -76,4 +89,14 @@ export const METHODS = {
   GET_TASK_MANAGER: 'getTaskManager',
   SETUP_AUTO_WRAPUP_TIMER: 'setupAutoWrapupTimer',
   CANCEL_AUTO_WRAPUP_TIMER: 'cancelAutoWrapupTimer',
+  REQUEST_REAL_TIME_TRANSCRIPTS: 'requestRealTimeTranscripts',
+};
+
+export const TRANSCRIPT_EVENT_MAP = {
+  [CC_EVENTS.AGENT_CONTACT_ASSIGNED]: 'START',
+  [CC_EVENTS.AGENT_CONSULTING]: 'START',
+  [CC_EVENTS.AGENT_CONSULT_CONFERENCED]: 'START',
+  [CC_EVENTS.AGENT_WRAPUP]: 'STOP',
+  [CC_EVENTS.AGENT_CONSULT_ENDED]: 'STOP',
+  [CC_EVENTS.PARTICIPANT_LEFT_CONFERENCE]: 'STOP',
 };

package/src/services/task/dialer.ts

@@ -1,7 +1,16 @@
 import {CC_EVENTS} from '../config/types';
 import {WCC_API_GATEWAY} from '../constants';
+import {HTTP_METHODS} from '../../types';
 import {createErrDetailsObject as err} from '../core/Utils';
-import {TASK_MESSAGE_TYPE, TASK_API} from './constants';
+import {
+  TASK_MESSAGE_TYPE,
+  TASK_API,
+  DIALER_API,
+  CAMPAIGN_PREVIEW_ACCEPT,
+  CAMPAIGN_PREVIEW_SKIP,
+  CAMPAIGN_PREVIEW_REMOVE,
+  TIMEOUT_PREVIEW_ACCEPT,
+} from './constants';
 import * as Contact from './types';
 import AqmReqs from '../core/aqm-reqs';
 
@@ -48,5 +57,131 @@ export default function aqmDialer(aqm: AqmReqs) {
         errId: 'Service.aqm.dialer.startOutdial',
       },
     })),
+
+    /**
+     * Accepts a campaign preview contact, initiating the outbound call.
+     *
+     * @param {Object} p - Parameters object.
+     * @param {Contact.PreviewContactPayload} p.data - Payload containing interactionId and campaignId.
+     * @returns {Promise<Contact.AgentContact>} A promise that resolves with agent contact on success.
+     *
+     * Emits:
+     * - `CC_EVENTS.AGENT_CONTACT_ASSIGNED` on success
+     * - `CC_EVENTS.CAMPAIGN_PREVIEW_ACCEPT_FAILED` on failure
+     * @ignore
+     */
+    acceptPreviewContact: aqm.req((p: {data: Contact.PreviewContactPayload}) => ({
+      url: `${DIALER_API}/campaign/${encodeURIComponent(p.data.campaignId)}/preview-task/${
+        p.data.interactionId
+      }${CAMPAIGN_PREVIEW_ACCEPT}`,
+      host: WCC_API_GATEWAY,
+      data: {},
+      method: HTTP_METHODS.POST,
+      timeout: TIMEOUT_PREVIEW_ACCEPT,
+      err,
+      notifSuccess: {
+        bind: {
+          type: TASK_MESSAGE_TYPE,
+          data: {
+            type: [CC_EVENTS.AGENT_CONTACT_ASSIGNED, CC_EVENTS.CONTACT_ENDED],
+            __typeMap: {
+              typeField: 'type',
+              conditions: {
+                [CC_EVENTS.AGENT_CONTACT_ASSIGNED]: {
+                  reservationInteractionId: p.data.interactionId,
+                },
+                [CC_EVENTS.CONTACT_ENDED]: {interactionId: p.data.interactionId},
+              },
+            },
+          },
+        },
+        msg: {} as Contact.AgentContact,
+      },
+      notifFail: {
+        bind: {
+          type: TASK_MESSAGE_TYPE,
+          data: {type: CC_EVENTS.CAMPAIGN_PREVIEW_ACCEPT_FAILED, campaignId: p.data.campaignId},
+        },
+        errId: 'Service.aqm.dialer.acceptPreviewContact',
+      },
+    })),
+
+    /**
+     * Skips a campaign preview contact, requesting the next contact from the campaign.
+     *
+     * @param {Object} p - Parameters object.
+     * @param {Contact.PreviewContactPayload} p.data - Payload containing interactionId and campaignId.
+     * @returns {Promise<Contact.AgentContact>} A promise that resolves with agent contact on success.
+     *
+     * Emits:
+     * - `CC_EVENTS.CAMPAIGN_CONTACT_UPDATED` or `CC_EVENTS.CONTACT_ENDED` on success
+     * - `CC_EVENTS.CAMPAIGN_PREVIEW_SKIP_FAILED` on failure
+     * @ignore
+     */
+    skipPreviewContact: aqm.req((p: {data: Contact.PreviewContactPayload}) => ({
+      url: `${DIALER_API}/campaign/${encodeURIComponent(p.data.campaignId)}/preview-task/${
+        p.data.interactionId
+      }${CAMPAIGN_PREVIEW_SKIP}`,
+      host: WCC_API_GATEWAY,
+      data: {},
+      method: HTTP_METHODS.POST,
+      err,
+      notifSuccess: {
+        bind: {
+          type: TASK_MESSAGE_TYPE,
+          data: {
+            type: [CC_EVENTS.CAMPAIGN_CONTACT_UPDATED, CC_EVENTS.CONTACT_ENDED],
+            interactionId: p.data.interactionId,
+          },
+        },
+        msg: {} as Contact.AgentContact,
+      },
+      notifFail: {
+        bind: {
+          type: TASK_MESSAGE_TYPE,
+          data: {type: CC_EVENTS.CAMPAIGN_PREVIEW_SKIP_FAILED, campaignId: p.data.campaignId},
+        },
+        errId: 'Service.aqm.dialer.skipPreviewContact',
+      },
+    })),
+
+    /**
+     * Removes a campaign preview contact from the campaign list entirely.
+     *
+     * @param {Object} p - Parameters object.
+     * @param {Contact.PreviewContactPayload} p.data - Payload containing interactionId and campaignId.
+     * @returns {Promise<Contact.AgentContact>} A promise that resolves with agent contact on success.
+     *
+     * Emits:
+     * - `CC_EVENTS.CAMPAIGN_CONTACT_UPDATED` or `CC_EVENTS.CONTACT_ENDED` on success
+     * - `CC_EVENTS.CAMPAIGN_PREVIEW_REMOVE_FAILED` on failure
+     * @ignore
+     */
+    removePreviewContact: aqm.req((p: {data: Contact.PreviewContactPayload}) => ({
+      url: `${DIALER_API}/campaign/${encodeURIComponent(p.data.campaignId)}/preview-task/${
+        p.data.interactionId
+      }${CAMPAIGN_PREVIEW_REMOVE}`,
+      host: WCC_API_GATEWAY,
+      data: {},
+      method: HTTP_METHODS.POST,
+      err,
+      notifSuccess: {
+        bind: {
+          type: TASK_MESSAGE_TYPE,
+          data: {
+            type: [CC_EVENTS.CAMPAIGN_CONTACT_UPDATED, CC_EVENTS.CONTACT_ENDED],
+            interactionId: p.data.interactionId,
+          },
+        },
+        msg: {} as Contact.AgentContact,
+      },
+      notifFail: {
+        bind: {
+          type: TASK_MESSAGE_TYPE,
+          data: {type: CC_EVENTS.CAMPAIGN_PREVIEW_REMOVE_FAILED, campaignId: p.data.campaignId},
+        },
+        errId: 'Service.aqm.dialer.removePreviewContact',
+      },
+    })),
   };
 }

package/src/services/task/digital/Digital.ts

@@ -0,0 +1,95 @@
+import {CC_FILE, METHODS} from '../../../constants';
+import {getErrorDetails} from '../../core/Utils';
+import {IDigital, TaskResponse, TaskData} from '../types';
+import {WrapupData} from '../../config/types';
+import Task from '../Task';
+import routingContact from '../contact';
+import LoggerProxy from '../../../logger-proxy';
+import MetricsManager from '../../../metrics/MetricsManager';
+import {METRIC_EVENT_NAMES} from '../../../metrics/constants';
+
+export default class Digital extends Task implements IDigital {
+  constructor(
+    contact: ReturnType<typeof routingContact>,
+    data: TaskData,
+    wrapupData?: WrapupData,
+    agentId?: string
+  ) {
+    super(
+      contact,
+      data,
+      {
+        isEndTaskEnabled: true,
+        isEndConsultEnabled: false,
+        isRecordingEnabled: false,
+      },
+      wrapupData,
+      agentId
+    );
+  }
+
+  /**
+   * Refresh the digital task with the latest backend payload and recompute UI controls.
+   */
+  public updateTaskData(newData: TaskData, shouldOverwrite = false): IDigital {
+    super.updateTaskData(newData, shouldOverwrite);
+
+    return this;
+  }
+
+  /**
+   * This is used for incoming digital task accept by agent.
+   *
+   * @returns Promise<TaskResponse>
+   * @throws Error
+   * @example
+   * ```typescript
+   * task.accept().then(()=>{}).catch(()=>{})
+   * ```
+   */
+  public async accept(): Promise<TaskResponse> {
+    try {
+      LoggerProxy.info(`Accepting task`, {
+        module: CC_FILE,
+        method: METHODS.ACCEPT,
+        interactionId: this.data.interactionId,
+      });
+
+      this.metricsManager.timeEvent([
+        METRIC_EVENT_NAMES.TASK_ACCEPT_SUCCESS,
+        METRIC_EVENT_NAMES.TASK_ACCEPT_FAILED,
+      ]);
+
+      const response = await this.contact.accept({interactionId: this.data.interactionId});
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_ACCEPT_SUCCESS,
+        {
+          taskId: this.data.interactionId,
+          ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+      LoggerProxy.log(`Task accepted successfully`, {
+        module: CC_FILE,
+        method: METHODS.ACCEPT,
+        trackingId: response.trackingId,
+        interactionId: this.data.interactionId,
+      });
+
+      return response;
+    } catch (error) {
+      const {error: detailedError} = getErrorDetails(error, METHODS.ACCEPT, CC_FILE);
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_ACCEPT_FAILED,
+        {
+          taskId: this.data.interactionId,
+          error: error.toString(),
+          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+      throw detailedError;
+    }
+  }
+}