@webex/contact-center 3.12.0-next.13 → 3.12.0-next.130

package/src/services/agent/ai-docs/ARCHITECTURE.md

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+# Agent Service - Architecture
+
+> **Legacy/reference-only.** Canonical SDD: [`agent-spec.md`](agent-spec.md). Use the package [manifest](../../../../.sdd/manifest.json) and [`SPEC_INDEX.md`](../../../../ai-docs/SPEC_INDEX.md) for routing; code and tests remain the behavioral referee.
+
+> **Purpose**: Technical documentation for agent lifecycle operations.
+
+---
+
+## Component Overview
+
+| Component       | File                        | Responsibility                                                  |
+| --------------- | --------------------------- | --------------------------------------------------------------- |
+| `ContactCenter` | `src/cc.ts`                 | Plugin class exposing agent methods                             |
+| `routingAgent`  | `services/agent/index.ts`   | AQM request definitions                                         |
+| `Services`      | `services/index.ts`         | Service singleton with agent service                            |
+| `AqmReqs`       | `services/core/aqm-reqs.ts` | HTTP requests to backend; responses via WebSocket notifications |
+
+---
+
+## File Structure
+
+```
+services/agent/
+├── index.ts          # Agent service factory
+├── types.ts          # Agent types and events
+└── ai-docs/
+    ├── AGENTS.md     # Usage documentation
+    └── ARCHITECTURE.md # This file
+```
+
+---
+
+## Service Factory Pattern
+
+The agent service uses a factory pattern:
+
+```typescript
+// services/agent/index.ts
+export default function routingAgent(routing: AqmReqs) {
+  return {
+    stationLogin: routing.req((p: {data: UserStationLogin}) => ({
+      url: '/v1/agents/login',
+      host: WCC_API_GATEWAY,
+      data: p.data,
+      notifSuccess: {
+        bind: {type: CC_EVENTS.AGENT_STATION_LOGIN, ...},
+        msg: {} as StationLoginSuccess,
+      },
+      notifFail: {...},
+    })),
+    logout: routing.req((p: {data: Logout}) => ({...})),
+    stateChange: routing.req((p: {data: StateChange}) => ({...})),
+    buddyAgents: routing.req((p: {data: BuddyAgents}) => ({...})),
+    reload: routing.reqEmpty(() => ({...})),
+  };
+}
+```
+
+---
+
+## Data Flow
+
+### Station Login Flow
+
+```mermaid
+flowchart TD
+    A[cc.stationLogin] --> B[Validate input]
+    B --> C[services.agent.stationLogin]
+    C --> D[AqmReqs.req]
+    D --> E[HTTP REST request to backend]
+    E --> F[Backend processes]
+    F --> G{Success?}
+    G -->|Yes| H[StationLoginSuccess event]
+    G -->|No| I[StationLoginFailed event]
+    H --> J[Register WebCalling if BROWSER]
+    J --> K[Track metrics]
+    K --> L[Return response]
+    I --> M[getErrorDetails]
+    M --> N[Throw error]
+```
+
+---
+
+## Sequence Diagrams
+
+### Station Login
+
+```mermaid
+sequenceDiagram
+    participant App
+    participant CC as ContactCenter
+    participant Svc as Services.agent
+    participant AQM as AqmReqs
+    participant WS as WebSocket
+    participant BE as Backend
+    App->>CC: stationLogin(params)
+    CC->>CC: Validate dial number
+    CC->>CC: timeEvent(LOGIN_SUCCESS, LOGIN_FAILED)
+    CC->>Svc: stationLogin({data})
+    Svc->>AQM: req(config)
+    AQM->>BE: HTTP POST /v1/agents/login
+    BE-->>WS: AgentStationLoginSuccess
+    WS-->>AQM: Resolve with response
+    AQM-->>Svc: Return response
+    Svc-->>CC: Login response
+    CC->>CC: Register WebCalling (if BROWSER)
+    CC->>CC: trackEvent(LOGIN_SUCCESS)
+    CC-->>App: StationLoginResponse
+```
+
+### State Change
+
+```mermaid
+sequenceDiagram
+    participant App
+    participant CC as ContactCenter
+    participant Svc as Services.agent
+    participant WS as WebSocket
+    participant BE as Backend
+
+    App->>CC: setAgentState(params)
+    CC->>CC: timeEvent(STATE_SUCCESS, STATE_FAILED)
+    CC->>Svc: stateChange({data})
+    Svc->>BE: HTTP PUT /v1/agents/session/state
+    BE-->>WS: AgentStateChangeSuccess
+    WS-->>CC: Emit via handleWebsocketMessage
+    CC->>CC: emit(agent:stateChange)
+    CC->>CC: trackEvent(STATE_SUCCESS)
+    CC-->>App: SetStateResponse
+```
+
+---
+
+## Request Configuration
+
+Each agent method defines:
+
+```typescript
+{
+  url: '/v1/agents/...',      // API endpoint
+  host: WCC_API_GATEWAY,      // Base URL
+  data: p.data,               // Request payload
+  method: HTTP_METHODS.POST,  // HTTP method (POST if data present, GET otherwise)
+  err: errorHandler,          // Error transformer
+  notifSuccess: {
+    bind: {
+      type: CC_EVENTS.SUCCESS_TYPE,
+      data: {type: CC_EVENTS.SUCCESS_TYPE},
+    },
+    msg: {} as SuccessType,   // Response type hint
+  },
+  notifFail: {
+    bind: {
+      type: CC_EVENTS.FAIL_TYPE,
+      data: {type: CC_EVENTS.FAIL_TYPE},
+    },
+    errId: 'Service.aqm.agent.method',
+  },
+}
+```
+
+---
+
+## Event Flow
+
+### WebSocket to Application
+
+```mermaid
+flowchart LR
+    A[WebSocket Message] --> B[WebSocketManager]
+    B --> C[cc.handleWebsocketMessage]
+    C --> D{Event Type?}
+    D -->|AGENT_STATE_CHANGE| E[emit agent:stateChange]
+    D -->|data.type check| F{Nested Type?}
+    F -->|STATION_LOGIN_SUCCESS| G[Transform channelsMap]
+    G --> H[emit agent:stationLoginSuccess]
+    F -->|LOGOUT_SUCCESS| I[emit agent:logoutSuccess]
+```
+
+### ChannelsMap Transformation
+
+The login success event transforms `channelsMap` to `mmProfile`:
+
+```typescript
+// Incoming
+channelsMap: {
+  chat: ['channel-1', 'channel-2'],
+  email: ['channel-3'],
+  telephony: ['channel-4'],
+}
+
+// Transformed
+mmProfile: {
+  chat: 2,      // Length of arrays
+  email: 1,
+  social: 0,
+  telephony: 1,
+}
+```
+
+---
+
+## Silent Relogin
+
+Automatic relogin on WebSocket reconnection:
+
+```mermaid
+flowchart TD
+    A[WebSocket Reconnected] --> B[handleConnectionLost]
+    B --> C{allowAutomatedRelogin?}
+    C -->|Yes| D[silentRelogin]
+    D --> E[services.agent.reload]
+    E --> F{Success?}
+    F -->|Yes| G[Update agentConfig]
+    G --> H{lastStateChangeReason?}
+    H -->|agent-wss-disconnect| I[setAgentState Available]
+    H -->|Other| J[Keep current state]
+    F -->|No, AGENT_NOT_FOUND| K[Handle silently]
+    F -->|No, Other| L[Throw error]
+```
+
+---
+
+## Error Handling
+
+### Login Error Details
+
+For `stationLogin`, special error handling extracts field-specific messages:
+
+```typescript
+// Utils.ts - getStationLoginErrorData
+const errorCodeMessageMap = {
+  DUPLICATE_LOCATION: {
+    message: 'This extension is already in use',
+    fieldName: loginOption,
+  },
+  INVALID_DIAL_NUMBER: {
+    message: 'Enter a valid US dial number...',
+    fieldName: loginOption,
+  },
+};
+```
+
+---
+
+## Metrics Tracking
+
+| Metric                       | Type                              | When Tracked             |
+| ---------------------------- | --------------------------------- | ------------------------ |
+| `STATION_LOGIN_SUCCESS`      | behavioral, business, operational | Login succeeds           |
+| `STATION_LOGIN_FAILED`       | behavioral, business, operational | Login fails              |
+| `STATION_LOGOUT_SUCCESS`     | behavioral, business, operational | Logout succeeds          |
+| `STATION_LOGOUT_FAILED`      | behavioral, business, operational | Logout fails             |
+| `AGENT_STATE_CHANGE_SUCCESS` | behavioral, business, operational | State change succeeds    |
+| `AGENT_STATE_CHANGE_FAILED`  | behavioral, business, operational | State change fails       |
+| `FETCH_BUDDY_AGENTS_SUCCESS` | operational                       | Buddy agents fetched     |
+| `FETCH_BUDDY_AGENTS_FAILED`  | operational                       | Buddy agents fetch fails |
+
+---
+
+## Troubleshooting
+
+### Issue: Login fails with DUPLICATE_LOCATION
+
+**Cause**: Extension/DN already in use by another session
+
+**Solution**:
+
+1. Logout from other session
+2. Use different extension
+3. Contact admin if stuck
+
+### Issue: State change fails
+
+**Cause**: Agent may be in a call or transitioning state
+
+**Solution**:
+1. Complete current interaction
+2. Wait for state to stabilize
+3. Retry state change
+
+### Issue: Silent relogin not working
+
+**Cause**: `allowAutomatedRelogin` config not set
+
+**Solution**:
+```typescript
+const webex = Webex.init({
+  config: {
+    cc: {
+      allowAutomatedRelogin: true,
+    },
+  },
+});
+```
+
+---
+
+## Related Files
+
+- [cc.ts](../../../cc.ts) - Main plugin
+- [agent/index.ts](../index.ts) - Service implementation
+- [agent/types.ts](../types.ts) - Type definitions
+- [cc.ts test](../../../../test/unit/spec/cc.ts) - Test file