@webex/contact-center 3.12.0-next.122 → 3.12.0-next.124

package/src/services/task/state-machine/ai-docs/ARCHITECTURE.md

@@ -94,8 +94,11 @@ It is instantiated by `Task` and receives mapped backend/user events through `se
 - `CONSULTING_ACTIVE` -> `CONSULTING`
   - Guard: none
   - Actions: `updateTaskData`, `setConsultAgentJoined`, `emitTaskConsultAccepted`, `emitTaskConsulting`
-- `TASK_WRAPUP` -> `TERMINATED`
-  - Guard: none
+- `TASK_WRAPUP` -> `WRAPPING_UP`
+  - Guard: `guards.shouldWrapUp`
+  - Actions: `updateTaskData`, `markEnded`; `WRAPPING_UP` entry emits `task:wrapup`
+- `TASK_WRAPUP` -> `TERMINATED` (default branch)
+  - Guard: default
   - Actions: `updateTaskData`, `markEnded`, `emitTaskEnd`
 - `RONA` / `ASSIGN_FAILED` / `INVITE_FAILED` / `OUTBOUND_FAILED` -> `TERMINATED`
   - Guard: none
@@ -159,7 +162,7 @@ It is instantiated by `Task` and receives mapped backend/user events through `se
   - Actions: `updateTaskData`, `markEnded`, `emitTaskEnd`
 - `TASK_WRAPUP` -> `WRAPPING_UP`
   - Guard: none
-  - Actions: `updateTaskData`, `markEnded`, `emitTaskWrapup`
+  - Actions: `updateTaskData`, `markEnded`; `WRAPPING_UP` entry emits `task:wrapup`
 - `PAUSE_RECORDING` / `RESUME_RECORDING` -> Stay `CONNECTED`
   - Guard: none
   - Actions: `updateTaskData`, `setRecordingState`, `emitTaskRecordingPaused` / `emitTaskRecordingResumed`
@@ -366,7 +369,7 @@ It is instantiated by `Task` and receives mapped backend/user events through `se
   - Actions: `updateTaskData`, `handleTransferConferenceSuccess`, `clearTransferConferenceRequested`
 - `TRANSFER_CONFERENCE_SUCCESS` -> `WRAPPING_UP`
   - Guard: `guards.shouldWrapUp`
-  - Actions: `updateTaskData`, `markEnded`, `clearConsultState`, `handleTransferConferenceSuccess`, `clearTransferConferenceRequested`, `emitTaskWrapup`
+  - Actions: `updateTaskData`, `markEnded`, `clearConsultState`, `handleTransferConferenceSuccess`, `clearTransferConferenceRequested`; `WRAPPING_UP` entry emits `task:wrapup`
 - `TRANSFER_CONFERENCE_SUCCESS` -> `CONFERENCING`
   - Guard: inline `!context.consultInitiator`
   - Actions: `updateTaskData`, `clearConsultState`, `handleTransferConferenceSuccess`, `clearTransferConferenceRequested`
@@ -384,7 +387,7 @@ It is instantiated by `Task` and receives mapped backend/user events through `se
   - Actions: `updateTaskData`, `markEnded`, `clearConsultState`, `emitTaskWrapup`, `requestCleanup`
 - `TASK_WRAPUP` -> `WRAPPING_UP`
   - Guard: none
-  - Actions: `updateTaskData`, `markEnded`, `clearConsultState`, `emitTaskWrapup`
+  - Actions: `updateTaskData`, `markEnded`, `clearConsultState`; `WRAPPING_UP` entry emits `task:wrapup`
 - `MERGE_TO_CONFERENCE` -> `CONF_INITIATING`
   - Guard: none
   - Actions: none
@@ -465,7 +468,7 @@ It is instantiated by `Task` and receives mapped backend/user events through `se
   - Actions: `clearTransferConferenceRequested`
 - `PARTICIPANT_LEAVE` -> `WRAPPING_UP`
   - Guard: `guards.didCurrentAgentLeaveMainInteraction && guards.shouldWrapUp`
-  - Actions: `updateTaskData`, `handleParticipantLeft`, `markEnded`, `clearConsultState`, `emitTaskParticipantLeft`, `emitTaskWrapup`
+  - Actions: `updateTaskData`, `handleParticipantLeft`, `markEnded`, `clearConsultState`, `emitTaskParticipantLeft` (entry emits `task:wrapup`)
 - `PARTICIPANT_LEAVE` -> `TERMINATED`
   - Guard: `guards.didCurrentAgentLeaveMainInteraction`
   - Actions: `updateTaskData`, `handleParticipantLeft`, `markEnded`, `clearConsultState`, `emitTaskParticipantLeft`, `emitTaskEnd`
@@ -483,15 +486,21 @@ is not treated as departure. `PARTICIPANT_LEAVE` is handled in `HELD`,
 `RESUME_INITIATING`, `CONSULTING`, `CONSULT_INITIATING`, and `CONFERENCING`;
 `CONNECTED`, `HOLD_INITIATING`, and `CONF_INITIATING` ignore the event.
 
+- `EXIT_CONFERENCE_SUCCESS` -> `WRAPPING_UP` or `TERMINATED`
+  - Guard: `guards.shouldWrapUp` or default
+  - Actions: `updateTaskData`, `markEnded`, `clearConsultState`, or `emitTaskEnd` on terminate; `WRAPPING_UP` entry emits `task:wrapup` (shared helper on `CONNECTED`, `HELD`, and `CONFERENCING` for Voice HTTP exit)
 - `CONFERENCE_END` -> `WRAPPING_UP`
   - Guard: `guards.shouldWrapUp`
-  - Actions: `updateTaskData`, `markEnded`, `clearConsultState`, `emitTaskWrapup`
+  - Actions: `updateTaskData`, `markEnded`, `clearConsultState`; `WRAPPING_UP` entry emits `task:wrapup`
 - `CONFERENCE_END` -> `CONNECTED`
   - Guard: inline `!context.exitingConference && customerInCall`
   - Actions: `updateTaskData`, `clearConsultState`, `emitTaskConferenceEnded`
 - `CONFERENCE_END` -> `TERMINATED` (default branch)
   - Guard: default
   - Actions: `updateTaskData`, `markEnded`, `clearConsultState`, `emitTaskEnd`
+- `TASK_WRAPUP` -> `WRAPPING_UP`
+  - Guard: `guards.shouldWrapUp`
+  - Actions: `updateTaskData`, `markEnded`, `clearConsultState`; `WRAPPING_UP` entry emits `task:wrapup`
 - `CONTACT_ENDED` -> stay `CONFERENCING`
   - Guard: none
   - Actions: `updateTaskData`, `requestCleanup`
@@ -513,6 +522,8 @@ is not treated as departure. `PARTICIPANT_LEAVE` is handled in `HELD`,
 
 **Valid transitions from `WRAPPING_UP`**:
 
+- `TASK_WRAPUP` -> stay `WRAPPING_UP`
+  - Guard: if `context.taskData.wrapUpRequired === true`, `updateTaskData` only; else `updateTaskData`, `emitTaskWrapup`
 - `WRAPUP_COMPLETE` -> `COMPLETED`
   - Guard: none
   - Actions: `updateTaskData`

package/src/services/task/state-machine/ai-docs/task-state-machine-spec.md

@@ -874,7 +874,7 @@ It is instantiated by `Task` and receives mapped backend/user events through `se
 
 - Guard: `guards.shouldWrapUp`
 
-- Actions: `updateTaskData`, `markEnded`, `emitTaskWrapup`
+- Actions: `updateTaskData`, `markEnded`; `WRAPPING_UP` entry emits `task:wrapup`
 
 - `TASK_WRAPUP` -> `TERMINATED`
 
@@ -988,7 +988,7 @@ It is instantiated by `Task` and receives mapped backend/user events through `se
 
 - Guard: none
 
-- Actions: `updateTaskData`, `markEnded`, `emitTaskWrapup`
+- Actions: `updateTaskData`, `markEnded`; `WRAPPING_UP` entry emits `task:wrapup`
 
 - `PAUSE_RECORDING` / `RESUME_RECORDING` -> Stay `CONNECTED`
 
@@ -996,6 +996,12 @@ It is instantiated by `Task` and receives mapped backend/user events through `se
 
 - Actions: `updateTaskData`, `setRecordingState`, `emitTaskRecordingPaused` / `emitTaskRecordingResumed`
 
+- `EXIT_CONFERENCE_SUCCESS` -> `WRAPPING_UP` or `TERMINATED`
+
+- Guard: `guards.shouldWrapUp` (wrap-up branch) or default (terminate)
+
+- Actions: `updateTaskData`, `markEnded`, `clearConsultState`, or `emitTaskEnd`; `WRAPPING_UP` entry emits `task:wrapup` (same as `CONFERENCING`; Voice `exitConference()` while actor stays `CONNECTED` with conference in task data)
+
 **Description**: Main call is on hold.
 
 **How this state is reached (incoming transitions)**:
@@ -1090,7 +1096,13 @@ It is instantiated by `Task` and receives mapped backend/user events through `se
 
 - Guard: none
 
-- Actions: `updateTaskData`, `markEnded`, `emitTaskWrapup`
+- Actions: `updateTaskData`, `markEnded`; `WRAPPING_UP` entry emits `task:wrapup`
+
+- `EXIT_CONFERENCE_SUCCESS` -> `WRAPPING_UP` or `TERMINATED`
+
+- Guard: `guards.shouldWrapUp` or default
+
+- Actions: `updateTaskData`, `markEnded`, `clearConsultState`, or `emitTaskEnd`; `WRAPPING_UP` entry emits `task:wrapup` (shared with `CONNECTED` / `CONFERENCING`)
 
 **Description**: Hold request has been sent and is awaiting backend confirmation.
 
@@ -1116,6 +1128,12 @@ It is instantiated by `Task` and receives mapped backend/user events through `se
 
 - Actions: `updateTaskData`
 
+- `TASK_WRAPUP` -> `WRAPPING_UP`
+
+- Guard: none
+
+- Actions: `updateTaskData`, `markEnded` (`WRAPPING_UP` entry emits `task:wrapup`)
+
 **Description**: Resume/unhold request has been sent and is awaiting backend confirmation.
 
 **How this state is reached (incoming transitions)**:
@@ -1140,6 +1158,12 @@ It is instantiated by `Task` and receives mapped backend/user events through `se
 
 - Actions: none
 
+- `TASK_WRAPUP` -> `WRAPPING_UP`
+
+- Guard: none
+
+- Actions: `updateTaskData`, `markEnded` (`WRAPPING_UP` entry emits `task:wrapup`)
+
 **Description**: Consult request is in-flight.
 
 **How this state is reached (incoming transitions)**:
@@ -1306,7 +1330,7 @@ It is instantiated by `Task` and receives mapped backend/user events through `se
 
 - Guard: `guards.shouldWrapUp`
 
-- Actions: `updateTaskData`, `markEnded`, `clearConsultState`, `handleTransferConferenceSuccess`, `clearTransferConferenceRequested`, `emitTaskWrapup`
+- Actions: `updateTaskData`, `markEnded`, `clearConsultState`, `handleTransferConferenceSuccess`, `clearTransferConferenceRequested`; `WRAPPING_UP` entry emits `task:wrapup`
 
 - `TRANSFER_CONFERENCE_SUCCESS` -> `CONFERENCING`
 
@@ -1330,7 +1354,7 @@ It is instantiated by `Task` and receives mapped backend/user events through `se
 
 - Guard: `guards.didCurrentAgentLeaveMainInteraction && guards.shouldWrapUp`
 
-- Actions: `updateTaskData`, `handleParticipantLeft`, `markEnded`, `clearConsultState`, `emitTaskParticipantLeft`, `emitTaskWrapup`
+- Actions: `updateTaskData`, `handleParticipantLeft`, `markEnded`, `clearConsultState`, `emitTaskParticipantLeft` (entry emits `task:wrapup`)
 
 - `PARTICIPANT_LEAVE` -> `TERMINATED`
 
@@ -1366,7 +1390,7 @@ It is instantiated by `Task` and receives mapped backend/user events through `se
 
 - Guard: none
 
-- Actions: `updateTaskData`, `markEnded`, `clearConsultState`, `emitTaskWrapup`
+- Actions: `updateTaskData`, `markEnded`, `clearConsultState`; `WRAPPING_UP` entry emits `task:wrapup`
 
 - `MERGE_TO_CONFERENCE` -> `CONF_INITIATING`
 
@@ -1458,6 +1482,12 @@ It is instantiated by `Task` and receives mapped backend/user events through `se
 
 - Actions: `updateTaskData`, `clearConsultState`, `emitTaskConferenceStarted`
 
+- `EXIT_CONFERENCE_SUCCESS` -> `WRAPPING_UP` or `TERMINATED`
+
+- Guard: `guards.shouldWrapUp` or default
+
+- Actions: `updateTaskData`, `markEnded`, `clearConsultState`, or `emitTaskEnd`; `WRAPPING_UP` entry emits `task:wrapup` (shared with `CONNECTED` / `HELD`)
+
 - `CONSULT_END` -> stay `CONFERENCING`
 
 - Guard: none
@@ -1486,7 +1516,7 @@ It is instantiated by `Task` and receives mapped backend/user events through `se
 
 - Guard: `guards.shouldWrapUp`
 
-- Actions: `updateTaskData`, `markEnded`, `clearConsultState`, `handleTransferConferenceSuccess`, `clearTransferConferenceRequested`, `emitTaskWrapup`
+- Actions: `updateTaskData`, `markEnded`, `clearConsultState`, `handleTransferConferenceSuccess`, `clearTransferConferenceRequested`; `WRAPPING_UP` entry emits `task:wrapup`
 
 - `TRANSFER_CONFERENCE_SUCCESS` -> `CONFERENCING`
 
@@ -1510,7 +1540,7 @@ It is instantiated by `Task` and receives mapped backend/user events through `se
 
 - Guard: `guards.didCurrentAgentLeaveMainInteraction && guards.shouldWrapUp`
 
-- Actions: `updateTaskData`, `handleParticipantLeft`, `markEnded`, `clearConsultState`, `emitTaskParticipantLeft`, `emitTaskWrapup`
+- Actions: `updateTaskData`, `handleParticipantLeft`, `markEnded`, `clearConsultState`, `emitTaskParticipantLeft` (entry emits `task:wrapup`)
 
 - `PARTICIPANT_LEAVE` -> `TERMINATED`
 
@@ -1542,7 +1572,7 @@ It is instantiated by `Task` and receives mapped backend/user events through `se
 
 - Guard: `guards.shouldWrapUp`
 
-- Actions: `updateTaskData`, `markEnded`, `clearConsultState`, `emitTaskWrapup`
+- Actions: `updateTaskData`, `markEnded`, `clearConsultState`; `WRAPPING_UP` entry emits `task:wrapup`
 
 - `CONFERENCE_END` -> `CONNECTED`
 
@@ -1562,6 +1592,12 @@ It is instantiated by `Task` and receives mapped backend/user events through `se
 
 - Actions: `updateTaskData`, `requestCleanup`
 
+- `TASK_WRAPUP` -> `WRAPPING_UP`
+
+- Guard: `guards.shouldWrapUp`
+
+- Actions: `updateTaskData`, `markEnded`, `clearConsultState`; `WRAPPING_UP` entry emits `task:wrapup`
+
 **Description**: Post-interaction work (ACW) is in progress.
 
 **How this state is reached (incoming transitions)**:
@@ -1576,6 +1612,10 @@ It is instantiated by `Task` and receives mapped backend/user events through `se
 
 **Valid transitions from `WRAPPING_UP`**:
 
+- `TASK_WRAPUP` -> stay `WRAPPING_UP`
+
+- Guard: if `context.taskData.wrapUpRequired === true` before the event, actions are `updateTaskData` only; otherwise `updateTaskData`, `emitTaskWrapup` (late AgentWrapup after wrap-up was already published)
+
 - `WRAPUP_COMPLETE` -> `COMPLETED`
 
 - Guard: none

package/src/services/task/voice/Voice.ts

@@ -28,7 +28,8 @@ import Task from '../Task';
 import LoggerProxy from '../../../logger-proxy';
 import MetricsManager from '../../../metrics/MetricsManager';
 import {METRIC_EVENT_NAMES} from '../../../metrics/constants';
-import {TaskState, TaskEvent, TaskActionArgs} from '../state-machine';
+import {TaskState, TaskEvent, TaskActionArgs, type TaskContext} from '../state-machine';
+import {shouldWrapUpForThisAgent} from '../state-machine/guards';
 import {WrapupData} from '../../config/types';
 import {getConsultMediaResourceId, getIsConferenceInProgress} from '../TaskUtils';
 import AnswerCallOnWebexService from '../../AnswerCallOnWebexService';
@@ -56,6 +57,24 @@ import {
   WxAppAcceptReason,
 } from '../../wxAppDiagnosticLogging';
 
+const hasNonemptyPendingWrapUp = (taskData?: TaskData): boolean =>
+  Array.isArray(taskData?.agentsPendingWrapUp) && taskData.agentsPendingWrapUp.length > 0;
+
+/**
+ * Same consulted-non-owner rule as TaskManager leave stamp. Used only for the
+ * HTTP exitConference self-exit fallback (shouldWrapUpForThisAgent stays unchanged).
+ */
+const isConsultedNonOwner = (taskData: TaskData, fallback?: TaskData): boolean => {
+  const isConsulted = taskData.isConsulted ?? fallback?.isConsulted;
+  if (isConsulted !== true) {
+    return false;
+  }
+  const owner = taskData.interaction?.owner ?? fallback?.interaction?.owner;
+  const selfAgentId = taskData.agentId ?? fallback?.agentId;
+
+  return Boolean(selfAgentId && owner && owner !== selfAgentId);
+};
+
 export default class Voice extends Task implements IVoice {
   private static readonly WXAPP_MUTE_SYNC_RETRY_DELAY_MS = 50;
   private static readonly WXAPP_MUTE_SYNC_MAX_RETRIES = 3;
@@ -1426,9 +1445,32 @@ export default class Voice extends Task implements IVoice {
 
       // Send success event to transition state
       if (this.stateMachineService) {
+        const responseTaskData = (response?.data ?? {}) as TaskData;
+        const snapshot = this.stateMachineService.getSnapshot();
+        const wrapUpContext = (snapshot?.context ?? {
+          uiControlConfig: this.uiControlConfig,
+          taskData: this.data,
+        }) as TaskContext;
+        const mergedTaskData = {
+          ...this.data,
+          ...responseTaskData,
+        };
+        // Pending-list precedence is response-only; do not keep a cached snapshot list.
+        if (!Object.prototype.hasOwnProperty.call(responseTaskData, 'agentsPendingWrapUp')) {
+          delete mergedTaskData.agentsPendingWrapUp;
+        }
+        let wrapUpRequired = shouldWrapUpForThisAgent(wrapUpContext, mergedTaskData);
+        // Confirmed self-exit: empty/absent response pending matches TaskManager leave stamp.
+        if (!wrapUpRequired && !hasNonemptyPendingWrapUp(responseTaskData)) {
+          wrapUpRequired = !isConsultedNonOwner(mergedTaskData, this.data);
+        }
+
         this.stateMachineService.send({
           type: TaskEvent.EXIT_CONFERENCE_SUCCESS,
-          taskData: response.data,
+          taskData: {
+            ...responseTaskData,
+            wrapUpRequired,
+          },
         });
       }
 

package/test/unit/spec/services/task/Task.ts

@@ -13,12 +13,18 @@ import LoggerProxy from '../../../../../src/logger-proxy';
 import {createTaskData} from './taskTestUtils';
 
 class DummyTask extends Task {
-  constructor(contact: any, data: TaskData) {
-    super(contact, data, {
-      channelType: 'voice',
-      isEndTaskEnabled: true,
-      isEndConsultEnabled: true,
-    });
+  constructor(contact: any, data: TaskData, wrapupData?: any, agentId?: string) {
+    super(
+      contact,
+      data,
+      {
+        channelType: 'voice',
+        isEndTaskEnabled: true,
+        isEndConsultEnabled: true,
+      },
+      wrapupData,
+      agentId
+    );
   }
 
   public accept() {
@@ -250,6 +256,68 @@ describe('Task (base class)', () => {
     expect(emitSpy).not.toHaveBeenCalledWith(TASK_EVENTS.TASK_WRAPUP, task);
   });
 
+  it('starts auto wrap-up only when wrapUpRequired is true and profile autoWrapup is enabled', () => {
+    const wrapUpProps = {
+      autoWrapup: true,
+      autoWrapupInterval: 25000,
+      wrapUpReasonList: [{id: 'code-1', name: 'Default', isDefault: true, isSystem: false}],
+    };
+    const enabled = new DummyTask(
+      dummyContact,
+      createTaskData({wrapUpRequired: false}) as TaskData,
+      {wrapUpProps},
+      'agent-1'
+    );
+
+    expect(enabled.autoWrapup).toBeUndefined();
+    try {
+      enabled.updateTaskData(createTaskData({wrapUpRequired: true}) as TaskData);
+      expect(enabled.autoWrapup).toBeDefined();
+
+      const disabled = new DummyTask(
+        dummyContact,
+        createTaskData({wrapUpRequired: false}) as TaskData,
+        {wrapUpProps: {...wrapUpProps, autoWrapup: false}},
+        'agent-1'
+      );
+      disabled.updateTaskData(createTaskData({wrapUpRequired: true}) as TaskData);
+      expect(disabled.autoWrapup).toBeUndefined();
+    } finally {
+      enabled.cancelAutoWrapupTimer();
+    }
+  });
+
+  it('calls contact.wrapup when the auto wrap-up timer elapses after wrapUpRequired is stamped', async () => {
+    const wrapUpProps = {
+      autoWrapup: true,
+      autoWrapupInterval: 1000,
+      wrapUpReasonList: [{id: 'code-1', name: 'Default', isDefault: true, isSystem: false}],
+    };
+    const contact = {wrapup: jest.fn().mockResolvedValue({result: 'wrap'})};
+    const wrappingTask = new DummyTask(
+      contact,
+      createTaskData({wrapUpRequired: false}) as TaskData,
+      {wrapUpProps},
+      'agent-1'
+    );
+
+    jest.useFakeTimers();
+    try {
+      wrappingTask.updateTaskData(createTaskData({wrapUpRequired: true}) as TaskData);
+      expect(wrappingTask.autoWrapup).toBeDefined();
+
+      jest.advanceTimersByTime(1000);
+
+      expect(contact.wrapup).toHaveBeenCalledWith({
+        interactionId: 'interaction-1',
+        data: {wrapUpReason: 'Default', auxCodeId: 'code-1'},
+      });
+    } finally {
+      wrappingTask.cancelAutoWrapupTimer();
+      jest.useRealTimers();
+    }
+  });
+
   it('throws for unsupported voice operations in the base class', async () => {
     const fullData = createTaskData();
     const voiceTask = new DummyTask(dummyContact, fullData);