@webex/contact-center 3.11.0 → 3.12.0

package/dist/types/services/core/websocket/types.d.ts

@@ -0,0 +1,37 @@
+import { SubscribeRequest } from '../../../types';
+import { WebSocketManager } from './WebSocketManager';
+/**
+ * Options for initializing a connection service.
+ * @typedef ConnectionServiceOptions
+ * @property {WebSocketManager} webSocketManager - The WebSocket manager instance.
+ * @property {SubscribeRequest} subscribeRequest - The subscribe request payload.
+ * @ignore
+ */
+export type ConnectionServiceOptions = {
+    webSocketManager: WebSocketManager;
+    subscribeRequest: SubscribeRequest;
+};
+/**
+ * Details about the state of a lost connection and recovery attempts.
+ * @typedef ConnectionLostDetails
+ * @property {boolean} isConnectionLost - Indicates if the connection is currently lost.
+ * @property {boolean} isRestoreFailed - Indicates if restoring the connection has failed.
+ * @property {boolean} isSocketReconnected - Indicates if the socket has been reconnected.
+ * @property {boolean} isKeepAlive - Indicates if the keep-alive mechanism is active.
+ * @ignore
+ */
+export type ConnectionLostDetails = {
+    isConnectionLost: boolean;
+    isRestoreFailed: boolean;
+    isSocketReconnected: boolean;
+    isKeepAlive: boolean;
+};
+/**
+ * Properties for connection configuration.
+ * @typedef ConnectionProp
+ * @property {number} lostConnectionRecoveryTimeout - Timeout in milliseconds for lost connection recovery.
+ * @ignore
+ */
+export type ConnectionProp = {
+    lostConnectionRecoveryTimeout: number;
+};

package/dist/types/services/index.d.ts

@@ -0,0 +1,52 @@
+import routingAgent from './agent';
+import routingContact from './task/contact';
+import AgentConfigService from './config';
+import { WebSocketManager } from './core/websocket/WebSocketManager';
+import { ConnectionService } from './core/websocket/connection-service';
+import { WebexSDK, SubscribeRequest } from '../types';
+import aqmDialer from './task/dialer';
+/**
+ * Services class provides centralized access to all contact center plugin services
+ * using a singleton pattern to ensure a single instance throughout the application.
+ * @private
+ * @ignore
+ * @class
+ */
+export default class Services {
+    /** Agent services for managing agent state and capabilities */
+    readonly agent: ReturnType<typeof routingAgent>;
+    /** Configuration services for agent settings */
+    readonly config: AgentConfigService;
+    /** Contact services for managing customer interactions */
+    readonly contact: ReturnType<typeof routingContact>;
+    /** Dialer services for outbound calling features */
+    readonly dialer: ReturnType<typeof aqmDialer>;
+    /** WebSocket manager for handling real-time communications */
+    readonly webSocketManager: WebSocketManager;
+    /** Connection service for managing websocket connections */
+    readonly connectionService: ConnectionService;
+    /** Singleton instance of the Services class */
+    private static instance;
+    /**
+     * Creates a new Services instance
+     * @param options - Configuration options
+     * @param options.webex - WebexSDK instance
+     * @param options.connectionConfig - Subscription configuration for websocket connection
+     */
+    constructor(options: {
+        webex: WebexSDK;
+        connectionConfig: SubscribeRequest;
+    });
+    /**
+     * Gets singleton instance of Services class
+     * Creates a new instance if one doesn't exist
+     * @param options - Configuration options
+     * @param options.webex - WebexSDK instance
+     * @param options.connectionConfig - Subscription configuration for websocket connection
+     * @returns The singleton Services instance
+     */
+    static getInstance(options: {
+        webex: WebexSDK;
+        connectionConfig: SubscribeRequest;
+    }): Services;
+}

package/dist/types/services/task/AutoWrapup.d.ts

@@ -0,0 +1,40 @@
+/**
+ * AutoWrapup class implements a timer for automatic wrap-up functionality.
+ * It handles timing the wrap-up period and executing a callback when the timer completes.
+ */
+export default class AutoWrapup {
+    private timer;
+    private startTime;
+    private readonly interval;
+    allowCancelAutoWrapup: boolean;
+    /**
+     * Creates a new AutoWrapup timer
+     * @param interval - Time in milliseconds before auto wrap-up executes
+     *  @param allowCancelAutoWrapup - Whether to allow canceling the auto wrap-up
+     */
+    constructor(interval: number, allowCancelAutoWrapup?: boolean);
+    /**
+     * Starts the auto wrap-up timer
+     * @param onComplete - Callback function to execute when timer completes
+     */
+    start(onComplete: () => void): void;
+    /**
+     * Clears the auto wrap-up timer if it's running
+     */
+    clear(): void;
+    /**
+     * Gets the remaining time in milliseconds
+     * @returns Time left in milliseconds
+     */
+    getTimeLeft(): number;
+    /**
+     * Checks if the timer is currently running
+     * @returns True if the timer is running, false otherwise
+     */
+    isRunning(): boolean;
+    /**
+     * Gets the remaining time in seconds (rounded)
+     * @returns Time left in seconds
+     */
+    getTimeLeftSeconds(): number;
+}

package/dist/types/services/task/TaskManager.d.ts

@@ -0,0 +1 @@
+export {};

package/dist/types/services/task/TaskUtils.d.ts

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+import { Interaction, ITask, TaskData } from './types';
+/**
+ * Determines if the given agent is the primary agent (owner) of the task
+ * @param task - The task to check
+ * @param agentId - The agent ID to check for primary status
+ * @returns true if the agent is the primary agent, false otherwise
+ */
+export declare const isPrimary: (task: ITask, agentId: string) => boolean;
+/**
+ * Checks if the given agent is a participant in the main interaction (mainCall)
+ * @param task - The task to check
+ * @param agentId - The agent ID to check for participation
+ * @returns true if the agent is a participant in the main interaction, false otherwise
+ */
+export declare const isParticipantInMainInteraction: (task: ITask, agentId: string) => boolean;
+/**
+ * Checks if the given agent is not in the interaction or has left the interaction
+ * @param task - The task to check
+ * @param agentId - The agent ID to check
+ * @returns true if the agent is not in the interaction or has left, false otherwise
+ */
+export declare const checkParticipantNotInInteraction: (task: ITask, agentId: string) => boolean;
+/**
+ * Determines if a conference is currently in progress based on the number of active agent participants
+ * @param TaskData - The payLoad data to check for conference status
+ * @returns true if there are 2 or more active agent participants in the main call, false otherwise
+ */
+export declare const getIsConferenceInProgress: (data: TaskData) => boolean;
+/**
+ * Checks if the current agent is a secondary agent in a consultation scenario.
+ * Secondary agents are those who were consulted (not the original call owner).
+ * @param task - The task object containing interaction details
+ * @returns true if this is a secondary agent (consulted party), false otherwise
+ */
+export declare const isSecondaryAgent: (interaction: Interaction) => boolean;
+/**
+ * Checks if the current agent is a secondary EP-DN (Entry Point Dial Number) agent.
+ * This is specifically for telephony consultations to external numbers/entry points.
+ * @param task - The task object containing interaction details
+ * @returns true if this is a secondary EP-DN agent in telephony consultation, false otherwise
+ */
+export declare const isSecondaryEpDnAgent: (interaction: Interaction) => boolean;
+/**
+ * Checks if auto-answer is enabled for the agent participant
+ * @param interaction - The interaction object
+ * @param agentId - Current agent ID
+ * @returns true if auto-answer is enabled, false otherwise
+ */
+export declare const isAutoAnswerEnabled: (interaction: Interaction, agentId: string) => boolean;
+/**
+ * Checks if the interaction is a WebRTC call eligible for auto-answer
+ * @param interaction - The interaction object
+ * @param loginOption - The agent's login option (BROWSER, AGENT_DN, etc.)
+ * @param webRtcEnabled - Whether WebRTC is enabled for the agent
+ * @returns true if this is a WebRTC call, false otherwise
+ */
+export declare const isWebRTCCall: (interaction: Interaction, loginOption: string, webRtcEnabled: boolean) => boolean;
+/**
+ * Checks if the interaction is a digital outbound (Email/SMS)
+ * @param interaction - The interaction object
+ * @returns true if this is a digital outbound, false otherwise
+ */
+export declare const isDigitalOutbound: (interaction: Interaction) => boolean;
+/**
+ * Checks if the outdial was initiated by the current agent
+ * @param interaction - The interaction object
+ * @param agentId - Current agent ID
+ * @returns true if agent initiated the outdial, false otherwise
+ */
+export declare const hasAgentInitiatedOutdial: (interaction: Interaction, agentId: string) => boolean;
+/**
+ * Determines if a task should be auto-answered based on interaction data
+ * Auto-answer logic handles:
+ * 1. WebRTC calls with auto-answer enabled in agent profile
+ * 2. Agent-initiated WebRTC outdial calls
+ * 3. Agent-initiated digital outbound (Email/SMS) without previous transfers
+ *
+ * @param taskData - The task data
+ * @param agentId - Current agent ID
+ * @param loginOption - Agent's login option
+ * @param webRtcEnabled - Whether WebRTC is enabled for the agent
+ * @returns true if task should be auto-answered, false otherwise
+ */
+export declare const shouldAutoAnswerTask: (taskData: TaskData, agentId: string, loginOption: string, webRtcEnabled: boolean) => boolean;
+/**
+ * Checks if a task is a campaign preview reservation that has not yet been accepted.
+ * Campaign preview tasks should not trigger incoming call handling until the agent
+ * explicitly accepts the preview contact.
+ * @param task - The task to check
+ * @returns true if the task is a pending campaign preview reservation, false otherwise
+ */
+export declare const isCampaignPreviewReservation: (task: ITask) => boolean;

package/dist/types/services/task/constants.d.ts

@@ -0,0 +1,83 @@
+/**
+ * Constants for Task Service
+ * @module @webex/contact-center/services/task/constants
+ * @ignore
+ */
+export declare const TASK_MESSAGE_TYPE = "RoutingMessage";
+export declare const TASK_API = "/v1/tasks/";
+export declare const HOLD = "/hold";
+export declare const UNHOLD = "/unhold";
+export declare const CONSULT = "/consult";
+export declare const CONSULT_ACCEPT = "/consult/accept";
+export declare const CONSULT_END = "/consult/end";
+export declare const TRANSFER = "/transfer";
+export declare const CONSULT_TRANSFER = "/consult/transfer";
+export declare const PAUSE = "/record/pause";
+export declare const RESUME = "/record/resume";
+export declare const WRAPUP = "/wrapup";
+export declare const END = "/end";
+export declare const CONSULT_CONFERENCE = "/consult/conference";
+export declare const CONFERENCE_EXIT = "/conference/exit";
+export declare const CONFERENCE_TRANSFER = "/conference/transfer";
+export declare const DIALER_API = "/v1/dialer";
+export declare const CAMPAIGN_PREVIEW_ACCEPT = "/accept";
+/** 80-second timeout for accepting preview contact (outbound call setup takes longer than default 20s) */
+export declare const TIMEOUT_PREVIEW_ACCEPT = 80000;
+export declare const TASK_MANAGER_FILE = "taskManager";
+export declare const TASK_FILE = "task";
+/**
+ * Task data field names that should be preserved during reconciliation
+ * These fields are retained even if not present in new data during updates
+ */
+export declare const PRESERVED_TASK_DATA_FIELDS: {
+    /** Indicates if the task is in consultation state */
+    IS_CONSULTED: string;
+    /** Indicates if wrap-up is required for this task */
+    WRAP_UP_REQUIRED: string;
+    /** Indicates if a conference is currently in progress (2+ active agents) */
+    IS_CONFERENCE_IN_PROGRESS: string;
+    /** Indicates if auto-answer is in progress for this task */
+    IS_AUTO_ANSWERING: string;
+};
+/**
+ * Array of task data field names that should not be deleted during reconciliation
+ * Used by reconcileData method to preserve important task state fields
+ */
+export declare const KEYS_TO_NOT_DELETE: string[];
+export declare const METHODS: {
+    ACCEPT: string;
+    TOGGLE_MUTE: string;
+    DECLINE: string;
+    HOLD: string;
+    RESUME: string;
+    END: string;
+    WRAPUP: string;
+    PAUSE_RECORDING: string;
+    RESUME_RECORDING: string;
+    CONSULT: string;
+    END_CONSULT: string;
+    TRANSFER: string;
+    CONSULT_TRANSFER: string;
+    CONSULT_CONFERENCE: string;
+    EXIT_CONFERENCE: string;
+    TRANSFER_CONFERENCE: string;
+    UPDATE_TASK_DATA: string;
+    RECONCILE_DATA: string;
+    HANDLE_INCOMING_WEB_CALL: string;
+    REGISTER_TASK_LISTENERS: string;
+    REMOVE_TASK_FROM_COLLECTION: string;
+    HANDLE_TASK_CLEANUP: string;
+    GET_TASK: string;
+    GET_ALL_TASKS: string;
+    GET_TASK_MANAGER: string;
+    SETUP_AUTO_WRAPUP_TIMER: string;
+    CANCEL_AUTO_WRAPUP_TIMER: string;
+};
+export declare const TRANSCRIPT_EVENT_MAP: {
+    AgentContactAssigned: string;
+    AgentConsulting: string;
+    AgentConsultConferenced: string;
+    AgentWrapup: string;
+    AgentConsultEnded: string;
+    ParticipantLeftConference: string;
+};

package/dist/types/services/task/contact.d.ts

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+import AqmReqs from '../core/aqm-reqs';
+import * as Contact from './types';
+export default function routingContact(aqm: AqmReqs): {
+    accept: import("../core/types").Res<Contact.AgentContact, {
+        interactionId: string;
+    }>;
+    hold: import("../core/types").Res<Contact.AgentContact, {
+        interactionId: string;
+        data: Contact.HoldResumePayload;
+    }>;
+    unHold: import("../core/types").Res<Contact.AgentContact, {
+        interactionId: string;
+        data: Contact.HoldResumePayload;
+    }>;
+    pauseRecording: import("../core/types").Res<Contact.AgentContact, {
+        interactionId: string;
+    }>;
+    resumeRecording: import("../core/types").Res<Contact.AgentContact, {
+        interactionId: string;
+        data: Contact.ResumeRecordingPayload;
+    }>;
+    consult: import("../core/types").Res<Contact.AgentContact, {
+        interactionId: string;
+        data: Contact.ConsultPayload;
+    }>;
+    consultEnd: import("../core/types").Res<Contact.AgentContact, {
+        interactionId: string;
+        data: Contact.ConsultEndPayload;
+    }>;
+    consultAccept: import("../core/types").Res<Contact.AgentContact, {
+        interactionId: string;
+    }>;
+    blindTransfer: import("../core/types").Res<Contact.AgentContact, {
+        interactionId: string;
+        data: Contact.TransferPayLoad;
+    }>;
+    vteamTransfer: import("../core/types").Res<Contact.AgentContact, {
+        interactionId: string;
+        data: Contact.TransferPayLoad;
+    }>;
+    consultTransfer: import("../core/types").Res<Contact.AgentContact, {
+        interactionId: string;
+        data: Contact.ConsultTransferPayLoad;
+    }>;
+    end: import("../core/types").Res<Contact.AgentContact, {
+        interactionId: string;
+    }>;
+    wrapup: import("../core/types").Res<Contact.AgentContact, {
+        interactionId: string;
+        data: Contact.WrapupPayLoad;
+    }>;
+    cancelTask: import("../core/types").Res<Contact.AgentContact, {
+        interactionId: string;
+    }>;
+    cancelCtq: import("../core/types").Res<Contact.AgentContact, {
+        interactionId: string;
+        data: Contact.cancelCtq;
+    }>;
+    consultConference: import("../core/types").Res<Contact.AgentContact, {
+        interactionId: string;
+        data: Contact.ConsultConferenceData;
+    }>;
+    exitConference: import("../core/types").Res<Contact.AgentContact, {
+        interactionId: string;
+    }>;
+    conferenceTransfer: import("../core/types").Res<Contact.AgentContact, {
+        interactionId: string;
+    }>;
+};

package/dist/types/services/task/dialer.d.ts

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+import * as Contact from './types';
+import AqmReqs from '../core/aqm-reqs';
+/**
+ * Returns an object with AQM dialer functions used for outbound contact handling.
+ *
+ * @param {AqmReqs} aqm - An instance of AQM request handler.
+ * @returns {{
+ *   startOutdial: (params: {data: Contact.DialerPayload}) => Promise<any>
+ * }} Object containing methods for outbound dialing.
+ * @ignore
+ */
+export default function aqmDialer(aqm: AqmReqs): {
+    /**
+     * Initiates an outbound contact (outdial) request.
+     *
+     * @param {Object} p - Parameters object.
+     * @param {Contact.DialerPayload} p.data - Payload for the outbound call.
+     * @returns {Promise<any>} A promise that resolves or rejects based on the outbound call response.
+     *
+     * Emits:
+     * - `CC_EVENTS.AGENT_OFFER_CONTACT` on success
+     * - `CC_EVENTS.AGENT_OUTBOUND_FAILED` on failure
+     * @ignore
+     */
+    startOutdial: import("../core/types").Res<Contact.AgentContact, {
+        data: Contact.DialerPayload;
+    }>;
+    /**
+     * 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: import("../core/types").Res<Contact.AgentContact, {
+        data: Contact.PreviewContactPayload;
+    }>;
+};