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

package/dist/cc.js

@@ -22,9 +22,10 @@ var _WebCallingService = _interopRequireDefault(require("./services/WebCallingSe
 var _types4 = require("./services/task/types");
 var _MetricsManager = _interopRequireDefault(require("./metrics/MetricsManager"));
 var _constants4 = require("./metrics/constants");
-var _EntryPoint = _interopRequireDefault(require("./services/EntryPoint"));
-var _AddressBook = _interopRequireDefault(require("./services/AddressBook"));
-var _Queue = _interopRequireDefault(require("./services/Queue"));
+var _EntryPoint = require("./services/EntryPoint");
+var _AddressBook = require("./services/AddressBook");
+var _Queue = require("./services/Queue");
+var _ApiAiAssistant = require("./services/ApiAiAssistant");
 function _interopRequireDefault(e) { return e && e.__esModule ? e : { default: e }; }
 /**
  * @module CCPlugin
@@ -84,6 +85,7 @@ function _interopRequireDefault(e) { return e && e.__esModule ? e : { default: e
  *   - `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
  *
@@ -272,6 +274,12 @@ class ContactCenter extends _webexCore.WebexPlugin {
    * ```
    */
 
+  /**
+   * API instance for AI Assistant operations such as transcript controls.
+   * @type {ApiAIAssistant}
+   * @public
+   */
+
   /**
    * Logger utility for Contact Center plugin
    * Provides consistent logging across the plugin
@@ -306,19 +314,18 @@ class ContactCenter extends _webexCore.WebexPlugin {
       });
       this.services.webSocketManager.on('message', this.handleWebsocketMessage);
       this.webCallingService = new _WebCallingService.default(this.$webex);
+      this.apiAIAssistant = new _ApiAiAssistant.ApiAIAssistant(this.$webex);
       this.metricsManager = _MetricsManager.default.getInstance({
         webex: this.$webex
       });
-      this.taskManager = _TaskManager.default.getTaskManager(this.services.contact, this.webCallingService, this.services.webSocketManager);
+      this.taskManager = _TaskManager.default.getTaskManager(this.apiAIAssistant, this.services.contact, this.webCallingService, this.services.webSocketManager);
       this.incomingTaskListener();
 
       // Initialize API instances
       // will have future function for indivdual fetch etc so better be in an object
-      this.entryPoint = new _EntryPoint.default(this.$webex);
-      this.addressBook = new _AddressBook.default(this.$webex, () => this.agentConfig?.addressBookId);
-      this.queue = new _Queue.default(this.$webex);
-
-      // Initialize logger
+      this.entryPoint = new _EntryPoint.EntryPoint(this.$webex);
+      this.addressBook = new _AddressBook.AddressBook(this.$webex, () => this.agentConfig?.addressBookId);
+      this.queue = new _Queue.Queue(this.$webex);
       _loggerProxy.default.initialize(this.$webex.logger);
     });
   }
@@ -353,6 +360,19 @@ class ContactCenter extends _webexCore.WebexPlugin {
     this.trigger(_types4.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
+   */
+  handleCampaignPreviewReservation = task => {
+    // @ts-ignore
+    this.trigger(_types4.TASK_EVENTS.TASK_CAMPAIGN_PREVIEW_RESERVATION, task);
+  };
+  handleRTDWebsocketMessage = payload => {
+    this.taskManager.handleRealtimeWebsocketEvent(payload);
+  };
+
   /**
    * Sets up event listeners for incoming tasks and task hydration
    * Subscribes to task events from the task manager
@@ -362,6 +382,7 @@ class ContactCenter extends _webexCore.WebexPlugin {
     this.taskManager.on(_types4.TASK_EVENTS.TASK_INCOMING, this.handleIncomingTask);
     this.taskManager.on(_types4.TASK_EVENTS.TASK_HYDRATE, this.handleTaskHydrate);
     this.taskManager.on(_types4.TASK_EVENTS.TASK_MERGED, this.handleTaskMerged);
+    this.taskManager.on(_types4.TASK_EVENTS.TASK_CAMPAIGN_PREVIEW_RESERVATION, this.handleCampaignPreviewReservation);
   }
 
   /**
@@ -470,8 +491,10 @@ class ContactCenter extends _webexCore.WebexPlugin {
       this.metricsManager.timeEvent([_constants4.METRIC_EVENT_NAMES.WEBSOCKET_DEREGISTER_SUCCESS, _constants4.METRIC_EVENT_NAMES.WEBSOCKET_DEREGISTER_FAIL]);
       this.taskManager.off(_types4.TASK_EVENTS.TASK_INCOMING, this.handleIncomingTask);
       this.taskManager.off(_types4.TASK_EVENTS.TASK_HYDRATE, this.handleTaskHydrate);
+      this.taskManager.off(_types4.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 (this.agentConfig.webRtcEnabled && this.agentConfig.loginVoiceOptions.includes(_types.LoginOption.BROWSER)) {
         if (this.$webex.internal.mercury.connected) {
@@ -489,6 +512,9 @@ class ContactCenter extends _webexCore.WebexPlugin {
       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 RTD websocket');
+      }
 
       // Clear any cached agent configuration
       this.agentConfig = null;
@@ -596,7 +622,8 @@ class ContactCenter extends _webexCore.WebexPlugin {
     });
     try {
       const data = await this.services.webSocketManager.initWebSocket({
-        body: this.getConnectionConfig()
+        body: this.getConnectionConfig(),
+        resource: _constants3.SUBSCRIBE_API
       });
       const agentId = data.agentId;
       const orgId = this.$webex.credentials.getOrgId();
@@ -610,6 +637,28 @@ class ContactCenter extends _webexCore.WebexPlugin {
       this.taskManager.setWrapupData(this.agentConfig.wrapUpData);
       this.taskManager.setAgentId(this.agentConfig.agentId);
       this.taskManager.setWebRtcEnabled(this.agentConfig.webRtcEnabled);
+      this.apiAIAssistant.setAIFeatureFlags(this.agentConfig.aiFeature);
+      if (this.agentConfig.aiFeature?.realtimeTranscripts?.enable) {
+        _loggerProxy.default.info('Connecting to RTD websocket', {
+          module: _constants.CC_FILE,
+          method: _constants.METHODS.CONNECT_WEBSOCKET
+        });
+        await this.services.rtdWebSocketManager.initWebSocket({
+          body: this.getConnectionConfig(),
+          resource: _constants3.RTD_SUBSCRIBE_API
+        }).then(() => {
+          _loggerProxy.default.log('RTD websocket connected successfully', {
+            module: _constants.CC_FILE,
+            method: _constants.METHODS.CONNECT_WEBSOCKET
+          });
+          this.services.rtdWebSocketManager.on('message', this.handleRTDWebsocketMessage);
+        }).catch(error => {
+          _loggerProxy.default.error(`Error during RTD websocket setup: ${error}`, {
+            module: _constants.CC_FILE,
+            method: _constants.METHODS.CONNECT_WEBSOCKET
+          });
+        });
+      }
       if (this.agentConfig.webRtcEnabled && this.agentConfig.loginVoiceOptions.includes(_types.LoginOption.BROWSER)) {
         try {
           await this.$webex.internal.mercury.connect();
@@ -672,7 +721,8 @@ class ContactCenter extends _webexCore.WebexPlugin {
     });
     try {
       this.metricsManager.timeEvent([_constants4.METRIC_EVENT_NAMES.STATION_LOGIN_SUCCESS, _constants4.METRIC_EVENT_NAMES.STATION_LOGIN_FAILED]);
-      if (data.loginOption === _types.LoginOption.AGENT_DN && !(0, _Utils.isValidDialNumber)(data.dialNumber)) {
+      const dialPlanEntries = this.agentConfig?.dialPlan?.dialPlanEntity ?? [];
+      if (data.loginOption === _types.LoginOption.AGENT_DN && !(0, _Utils.isValidDialNumber)(data.dialNumber, dialPlanEntries)) {
         const error = new Error('INVALID_DIAL_NUMBER');
         // @ts-ignore - adding custom key to the error object
         error.details = {
@@ -1336,6 +1386,64 @@ class ContactCenter extends _webexCore.WebexPlugin {
     }
   }
 
+  /**
+   * 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 });
+   * });
+   * ```
+   */
+  async acceptPreviewContact(payload) {
+    _loggerProxy.default.info('Accepting campaign preview contact', {
+      module: _constants.CC_FILE,
+      method: _constants.METHODS.ACCEPT_PREVIEW_CONTACT
+    });
+    try {
+      this.metricsManager.timeEvent([_constants4.METRIC_EVENT_NAMES.CAMPAIGN_PREVIEW_ACCEPT_SUCCESS, _constants4.METRIC_EVENT_NAMES.CAMPAIGN_PREVIEW_ACCEPT_FAILED]);
+      const result = await this.services.dialer.acceptPreviewContact({
+        data: payload
+      });
+      this.metricsManager.trackEvent(_constants4.METRIC_EVENT_NAMES.CAMPAIGN_PREVIEW_ACCEPT_SUCCESS, {
+        ..._MetricsManager.default.getCommonTrackingFieldForAQMResponse(result),
+        interactionId: payload.interactionId,
+        campaignId: payload.campaignId
+      }, ['behavioral', 'business', 'operational']);
+      _loggerProxy.default.log('Campaign preview contact accepted successfully', {
+        module: _constants.CC_FILE,
+        method: _constants.METHODS.ACCEPT_PREVIEW_CONTACT,
+        trackingId: result.trackingId,
+        interactionId: payload.interactionId
+      });
+      return result;
+    } catch (error) {
+      const failure = error.details;
+      this.metricsManager.trackEvent(_constants4.METRIC_EVENT_NAMES.CAMPAIGN_PREVIEW_ACCEPT_FAILED, {
+        ..._MetricsManager.default.getCommonTrackingFieldForAQMResponseFailed(failure),
+        interactionId: payload.interactionId,
+        campaignId: payload.campaignId
+      }, ['behavioral', 'business', 'operational']);
+      const {
+        error: detailedError
+      } = (0, _Utils.getErrorDetails)(error, _constants.METHODS.ACCEPT_PREVIEW_CONTACT, _constants.CC_FILE);
+      throw detailedError;
+    }
+  }
+
   /**
    * Fetches outdial ANI (Automatic Number Identification) entries for an outdial ANI ID.
    *
@@ -1467,6 +1575,7 @@ class ContactCenter extends _webexCore.WebexPlugin {
   /**
    * 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')
@@ -1500,24 +1609,8 @@ class ContactCenter extends _webexCore.WebexPlugin {
       trackingId
     });
     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);
-        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 = {
         teamId: data.teamId,