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

package/src/services/config/constants.ts

@@ -1,6 +1,13 @@
 // making query params configurable for List Teams and List Aux Codes API
 export const DEFAULT_PAGE = 0;
 
+/** Desktop Profile access levels for collaboration destination categories. */
+export const COLLABORATION_ACCESS = {
+  ALL: 'ALL',
+  SPECIFIC: 'SPECIFIC',
+  NONE: 'NONE',
+} as const;
+
 /**
  * Default page size for paginated API requests.
  * @type {number}
@@ -27,6 +34,12 @@ export const AGENT_STATE_AVAILABLE_ID = '0';
  */
 export const AGENT_STATE_AVAILABLE = 'Available';
 
+/** System idle-code name reserved for Agent Wellness Break. */
+export const WELLBEING_BREAK_IDLE_CODE = 'WellbeingBreak';
+
+/** Backend sentinel indicating wellness-break reminders are enabled. @internal */
+export const WELLNESS_BREAK_REMINDERS_ENABLED = 'ENABLED';
+
 /**
  * Description for the 'Available' agent state.
  * @type {string}
@@ -68,6 +81,7 @@ export const METHODS = {
   GET_URL_MAPPING: 'getURLMapping',
   GET_DIAL_PLAN_DATA: 'getDialPlanData',
   GET_AI_FEATURE_FLAGS: 'getAIFeatureFlags',
+  GET_WELLBEING_BREAK_IDLE_CODE: 'getWellbeingBreakIdleCode',
   GET_QUEUES: 'getQueues',
 
   // Util methods
@@ -168,6 +182,11 @@ export const endPointMap = {
       filter && filter.length > 0 ? `&filter=id=in=(${filter})` : ''
     }&attributes=${attributes}&desktopProfileFilter=true`,
 
+  /** Lists system idle codes without applying the agent Desktop Profile filter. */
+  systemIdleCodes: (orgId: string, page: number, pageSize: number) =>
+    `organization/${orgId}/v2/auxiliary-code?page=${page}&pageSize=${pageSize}` +
+    '&workType=IDLE_CODE&customFilter=isSystemCode==true&desktopProfileFilter=false',
+
   /**
    * Gets the endpoint for organization info.
    * @param orgId - Organization ID.
@@ -258,17 +277,14 @@ export const endPointMap = {
   queueList: (orgId: string, queryParams: string) =>
     `/organization/${orgId}/v2/contact-service-queue?${queryParams}`,
   /**
-   * Gets the endpoint for entry points list with custom query parameters.
+   * Gets the desktop-profile-filtered dial-number mappings used by entry-point destination lists.
    * @param orgId - Organization ID.
    * @param queryParams - Query parameters string.
    * @returns The endpoint URL string.
-   * @public
-   * @example
-   * const url = endPointMap.entryPointList('org123', 'page=0&pageSize=10');
    * @ignore
    */
-  entryPointList: (orgId: string, queryParams: string) =>
-    `/organization/${orgId}/v2/entry-point?${queryParams}`,
+  entryPointDialNumberList: (orgId: string, queryParams: string) =>
+    `/organization/${orgId}/v3/dial-number?${queryParams}`,
   /**
    * Gets the endpoint for address book entries with custom query parameters.
    * @param orgId - Organization ID.
@@ -298,4 +314,28 @@ export const endPointMap = {
     `organization/${orgId}/v2/outdial-ani/${outdialANI}/entry${
       queryParams ? `?${queryParams}` : ''
     }`,
+
+  /**
+   * Gets the endpoint for user preference by user ID.
+   * @param orgId - Organization ID.
+   * @param userId - User ID.
+   * @returns The endpoint URL string.
+   * @public
+   * @example
+   * const url = endPointMap.userPreference('org123', 'user456');
+   * @ignore
+   */
+  userPreference: (orgId: string, userId: string) =>
+    `organization/${orgId}/user-preference/${userId}`,
+
+  /**
+   * Gets the endpoint for creating user preference.
+   * @param orgId - Organization ID.
+   * @returns The endpoint URL string.
+   * @public
+   * @example
+   * const url = endPointMap.userPreferenceCreate('org123');
+   * @ignore
+   */
+  userPreferenceCreate: (orgId: string) => `organization/${orgId}/user-preference`,
 };

package/src/services/config/index.ts

@@ -23,6 +23,7 @@ import {
   OutdialAniEntriesResponse,
   OutdialAniParams,
   AIFeatureFlagsResponse,
+  Entity,
 } from './types';
 import WebexRequest from '../core/WebexRequest';
 import {WCC_API_GATEWAY} from '../constants';
@@ -34,6 +35,7 @@ import {
   DEFAULT_PAGE_SIZE,
   endPointMap,
   METHODS,
+  WELLBEING_BREAK_IDLE_CODE,
 } from './constants';
 
 /**
@@ -470,6 +472,69 @@ export default class AgentConfigService {
     }
   }
 
+  /**
+   * Retrieves the exact system-managed WellbeingBreak idle code.
+   * This query intentionally bypasses Desktop Profile filtering so the system code does not
+   * need to appear in the normal agent-selectable idle-code list.
+   * @param orgId - Organization identifier
+   * @returns The normalized WellbeingBreak entity
+   * @throws When the request fails or the exact system code is unavailable
+   * @internal
+   */
+  public async getWellbeingBreakIdleCode(orgId: string): Promise<Entity> {
+    LoggerProxy.info('Fetching WellbeingBreak system idle code', {
+      module: CONFIG_FILE_NAME,
+      method: METHODS.GET_WELLBEING_BREAK_IDLE_CODE,
+    });
+
+    try {
+      let page = DEFAULT_PAGE;
+      let totalPages = 1;
+
+      do {
+        // Pagination is intentionally sequential so the lookup can stop as soon as the code is found.
+        // eslint-disable-next-line no-await-in-loop
+        const response = await this.webexReq.request({
+          service: WCC_API_GATEWAY,
+          resource: endPointMap.systemIdleCodes(orgId, page, DEFAULT_PAGE_SIZE),
+          method: HTTP_METHODS.GET,
+        });
+
+        if (response.statusCode !== 200) {
+          throw new Error(`API call failed with ${response.statusCode}`);
+        }
+
+        const result = response.body as ListAuxCodesResponse;
+        const wellbeingCode = result.data?.find(
+          (code) =>
+            code.active === true &&
+            code.isSystemCode === true &&
+            code.name === WELLBEING_BREAK_IDLE_CODE
+        );
+
+        if (wellbeingCode) {
+          return {
+            id: wellbeingCode.id,
+            name: wellbeingCode.name,
+            isSystem: true,
+            isDefault: wellbeingCode.defaultCode,
+          };
+        }
+
+        totalPages = result.meta?.totalPages ?? 1;
+        page += 1;
+      } while (page < totalPages);
+
+      throw new Error('WELLBEING_BREAK_IDLE_CODE_NOT_FOUND');
+    } catch (error) {
+      LoggerProxy.error(`getWellbeingBreakIdleCode API call failed with ${error}`, {
+        module: CONFIG_FILE_NAME,
+        method: METHODS.GET_WELLBEING_BREAK_IDLE_CODE,
+      });
+      throw error;
+    }
+  }
+
   /**
    * Fetches the site data for the given orgId and siteId.
    * @ignore

package/src/services/config/types.ts

@@ -1,4 +1,5 @@
 import * as Agent from '../agent/types';
+import {COLLABORATION_ACCESS} from './constants';
 
 /**
  * Generic type for converting a const enum object into a union type of its values
@@ -6,6 +7,9 @@ import * as Agent from '../agent/types';
  */
 type Enum<T extends Record<string, unknown>> = T[keyof T];
 
+/** Desktop Profile access level for a collaboration destination category. */
+export type CollaborationAccess = Enum<typeof COLLABORATION_ACCESS>;
+
 /**
  * Events emitted on task objects
  * @enum {string}
@@ -57,6 +61,8 @@ export const CC_TASK_EVENTS = {
   PARTICIPANT_LEFT_CONFERENCE: 'ParticipantLeftConference',
   /** Event emitted when participant leaving conference fails */
   PARTICIPANT_LEFT_CONFERENCE_FAILED: 'ParticipantLeftConferenceFailed',
+  /** Event emitted when dropping another conference participant fails */
+  PARTICIPANT_DROP_CONFERENCE_FAILED: 'ParticipantDropConferenceFailed',
   /** Event emitted when consultation conference end fails */
   AGENT_CONSULT_CONFERENCE_END_FAILED: 'AgentConsultConferenceEndFailed',
   /** Event emitted when conference is successfully transferred */
@@ -65,6 +71,8 @@ export const CC_TASK_EVENTS = {
   AGENT_CONFERENCE_TRANSFER_FAILED: 'AgentConferenceTransferFailed',
   /** Event emitted for post-call activity by participant */
   PARTICIPANT_POST_CALL_ACTIVITY: 'ParticipantPostCallActivity',
+  /** Event emitted when consulted participant is being moved/transferred */
+  CONSULTED_PARTICIPANT_MOVING: 'ConsultedParticipantMoving',
   /** Event emitted when contact is blind transferred */
   AGENT_BLIND_TRANSFERRED: 'AgentBlindTransferred',
   /** Event emitted when blind transfer fails */
@@ -81,6 +89,8 @@ export const CC_TASK_EVENTS = {
   AGENT_CONSULT_TRANSFER_FAILED: 'AgentConsultTransferFailed',
   /** Event emitted when contact recording is paused */
   CONTACT_RECORDING_PAUSED: 'ContactRecordingPaused',
+  /** Event emitted when contact recording is started */
+  CONTACT_RECORDING_STARTED: 'ContactRecordingStarted',
   /** Event emitted when pausing contact recording fails */
   CONTACT_RECORDING_PAUSE_FAILED: 'ContactRecordingPauseFailed',
   /** Event emitted when contact recording is resumed */
@@ -91,6 +101,10 @@ export const CC_TASK_EVENTS = {
   CONTACT_ENDED: 'ContactEnded',
   /** Event emitted when contact is merged */
   CONTACT_MERGED: 'ContactMerged',
+  /** Event emitted when contact payload is updated (routing updates) */
+  CONTACT_UPDATED: 'ContactUpdated',
+  /** Event emitted when contact owner changes */
+  CONTACT_OWNER_CHANGED: 'ContactOwnerChanged',
   /** Event emitted when ending contact fails */
   AGENT_CONTACT_END_FAILED: 'AgentContactEndFailed',
   /** Event emitted when agent enters wrap-up state */
@@ -117,15 +131,26 @@ export const CC_TASK_EVENTS = {
   CAMPAIGN_CONTACT_UPDATED: 'CampaignContactUpdated',
   /** Event emitted when accepting a campaign preview contact fails */
   CAMPAIGN_PREVIEW_ACCEPT_FAILED: 'CampaignPreviewAcceptFailed',
+  /** Event emitted when skipping a campaign preview contact fails */
+  CAMPAIGN_PREVIEW_SKIP_FAILED: 'CampaignPreviewSkipFailed',
+  /** Event emitted when removing a campaign preview contact fails */
+  CAMPAIGN_PREVIEW_REMOVE_FAILED: 'CampaignPreviewRemoveFailed',
   /** Event emitted when a real-time transcript chunk is received */
   REAL_TIME_TRANSCRIPTION: 'REAL_TIME_TRANSCRIPTION',
+  /** Event emitted when an AI assistant suggested response is available */
+  SUGGESTED_RESPONSE: 'SUGGESTED_RESPONSE',
+  /** Event emitted when backend acknowledges it is listening for more context */
+  SUGGESTED_RESPONSE_ACKNOWLEDGE: 'SUGGESTED_RESPONSE_ACKNOWLEDGE',
+  /** Event emitted when a mid-call summary is available */
+  MID_CALL_SUMMARY: 'MID_CALL_SUMMARY',
+  /** Event emitted when a post-call summary is available */
+  POST_CALL_SUMMARY: 'POST_CALL_SUMMARY',
 } as const;
 
 /**
  * Events emitted on Contact Center agent operations
  * @enum {string}
- * @private
- * @ignore
+ * @public
  */
 export const CC_AGENT_EVENTS = {
   /** Welcome event when agent connects to websocket/backend */
@@ -164,6 +189,8 @@ export const CC_AGENT_EVENTS = {
   AGENT_BUDDY_AGENTS_RETRIEVE_FAILED: 'BuddyAgentsRetrieveFailed',
   /** Event emitted when contact is reserved for agent */
   AGENT_CONTACT_RESERVED: 'AgentContactReserved',
+  /** Agent-level Agent Wellness Break notification */
+  WELLNESS_BREAK: 'WellnessBreak',
 } as const;
 
 /**
@@ -185,6 +212,15 @@ export type WelcomeEvent = {
   agentId: string;
 };
 
+/**
+ * Available login options for voice channel access
+ * 'AGENT_DN' - Login using agent's DN
+ * 'EXTENSION' - Login using extension number
+ * 'BROWSER' - Login using browser-based WebRTC
+ * @public
+ */
+export type LoginOption = 'AGENT_DN' | 'EXTENSION' | 'BROWSER';
+
 /**
  * Response type for welcome events which can be either success or error
  * @public
@@ -275,14 +311,40 @@ export type AgentResponse = {
 
   /**
    * The default dialed number of the agent.
+   * Note: The API returns this field as "deafultDialledNumber" (with typo).
    */
-  defaultDialledNumber?: string;
+  deafultDialledNumber?: string;
 };
 
 /**
  * Represents the response from getDesktopProfileById method.
  */
 export type DesktopProfileResponse = {
+  /**
+   * Unique identifier of the agent profile configuration.
+   */
+  id: string;
+
+  /**
+   * Display name for the agent profile.
+   */
+  name: string;
+
+  /**
+   * Description of the agent profile.
+   */
+  description: string;
+
+  /**
+   * Parent entity type for the profile (for example ORGANIZATION).
+   */
+  parentType: string;
+
+  /**
+   * Indicates whether screen pop is enabled.
+   */
+  screenPopup: boolean;
+
   /**
    * Represents the voice options of an agent.
    */
@@ -323,6 +385,11 @@ export type DesktopProfileResponse = {
    */
   autoWrapUp: boolean;
 
+  /**
+   * Whether the agent personal greeting is enabled.
+   */
+  agentPersonalGreeting: boolean;
+
   /**
    * Auto answer allowed.
    */
@@ -343,6 +410,36 @@ export type DesktopProfileResponse = {
    */
   allowAutoWrapUpExtension: boolean;
 
+  /**
+   * Access control for queues assigned to the agent (ALL, SPECIFIC, or NONE).
+   */
+  accessQueue: CollaborationAccess;
+
+  /**
+   * Queue identifiers available to the agent when access is SPECIFIC.
+   */
+  queues: string[];
+
+  /**
+   * Access control for entry points assigned to the agent.
+   */
+  accessEntryPoint: CollaborationAccess;
+
+  /**
+   * Entry point identifiers available to the agent when access is SPECIFIC.
+   */
+  entryPoints: string[];
+
+  /**
+   * Access control for buddy teams assigned to the agent.
+   */
+  accessBuddyTeam: CollaborationAccess;
+
+  /**
+   * Buddy team identifiers available to the agent when access is SPECIFIC.
+   */
+  buddyTeams: string[];
+
   /**
    * Outdial enabled for the agent.
    */
@@ -386,6 +483,11 @@ export type DesktopProfileResponse = {
    */
   agentDNValidation: string;
 
+  /**
+   * Additional DN validation criteria configured for the agent.
+   */
+  agentDNValidationCriterions: string[];
+
   /**
    * Dial plans of the agent.
    */
@@ -420,6 +522,31 @@ export type DesktopProfileResponse = {
    * State synchronization in Webex enabled or not.
    */
   stateSynchronizationWebex: boolean;
+
+  /**
+   * Threshold rules configured for the agent profile.
+   */
+  thresholdRules: Array<Record<string, string | number>>;
+
+  /**
+   * Whether the agent profile is currently active.
+   */
+  active: boolean;
+
+  /**
+   * Whether this profile is the system default.
+   */
+  systemDefault: boolean;
+
+  /**
+   * Timestamp when the profile was created.
+   */
+  createdTime: number;
+
+  /**
+   * Timestamp when the profile was last updated.
+   */
+  lastUpdatedTime: number;
 };
 
 /**
@@ -603,6 +730,8 @@ export type OrgSettings = {
   maskSensitiveData: boolean;
   /** Whether campaign manager features are enabled */
   campaignManagerEnabled: boolean;
+  /** Number of AI Assistant licenses assigned to the organization */
+  aiAssistantQuantity?: number | null;
 };
 
 /**
@@ -866,15 +995,6 @@ export type WrapupData = {
   };
 };
 
-/**
- * Available login options for voice channel access
- * 'AGENT_DN' - Login using agent's DN
- * 'EXTENSION' - Login using extension number
- * 'BROWSER' - Login using browser-based WebRTC
- * @public
- */
-export type LoginOption = 'AGENT_DN' | 'EXTENSION' | 'BROWSER';
-
 /**
  * Team configuration information
  * @public
@@ -1047,7 +1167,7 @@ export type Profile = {
   /** Outbound entry point */
   outDialEp: string;
   /** Whether ending calls is enabled */
-  isEndCallEnabled: boolean;
+  isEndTaskEnabled: boolean;
   /** Whether ending consultations is enabled */
   isEndConsultEnabled: boolean;
   /** Optional lifecycle manager URL */
@@ -1058,6 +1178,12 @@ export type Profile = {
   agentAnalyzerId?: string;
   /** Whether consult to queue is allowed */
   allowConsultToQueue: boolean;
+  /** Access control for queues on Desktop Profile Collaboration tab */
+  accessQueue?: CollaborationAccess;
+  /** Access control for entry points on Desktop Profile Collaboration tab */
+  accessEntryPoint?: CollaborationAccess;
+  /** Access control for buddy teams on Desktop Profile Collaboration tab */
+  accessBuddyTeam?: CollaborationAccess;
   /** Additional campaign manager information */
   campaignManagerAdditionalInfo?: string;
   /** Whether personal statistics are enabled */
@@ -1122,6 +1248,12 @@ export type Profile = {
   lastIdleCodeChangeTimestamp?: number;
   /** AI feature flags resolved from organization config */
   aiFeature?: AIFeatureFlags;
+  /**
+   * Whether Agent Wellness Break is effectively enabled for this profile.
+   * This combines the organization wellbeing configuration with AI Assistant licensing;
+   * Server-side rollout remains enforced by the backend configuration and notification delivery.
+   */
+  isWellnessBreakEnabled?: boolean;
 };
 
 /**
@@ -1183,3 +1315,55 @@ export type OutdialAniParams = {
   /** Comma-separated list of attributes to include in response (optional) */
   attributes?: string;
 };
+
+/**
+ * User preference data structure
+ * @public
+ */
+export type UserPreference = {
+  /** Unique identifier for the user preference */
+  id: string;
+  /** Organization ID */
+  organizationId: string;
+  /** User ID (CI user ID) */
+  userId: string;
+  /** User preference data as key-value pairs */
+  preferences: Record<string, unknown>;
+  /** Timestamp when this preference was created (Unix timestamp in milliseconds) */
+  createdTime?: number;
+  /** Timestamp when this preference was last updated (Unix timestamp in milliseconds) */
+  lastUpdatedTime?: number;
+};
+
+/**
+ * Request payload for creating user preferences
+ * @public
+ */
+export type CreateUserPreferenceRequest = {
+  /** User ID (CI user ID) */
+  userId: string;
+  /** Desktop preference data as a JSON string (required) */
+  desktopPreference: string;
+};
+
+/**
+ * Request payload for updating user preferences
+ * @public
+ */
+export type UpdateUserPreferenceRequest = {
+  /** Desktop preference data as a JSON string (required) */
+  desktopPreference: string;
+};
+
+/**
+ * Query parameters for fetching user preferences
+ * @public
+ */
+export type GetUserPreferenceParams = {
+  /** User ID to fetch preferences for. Defaults to current user's CI user ID. */
+  userId?: string;
+  /** Page number (0-indexed). Default: 0 */
+  page?: number;
+  /** Number of items per page. Default: 100 */
+  pageSize?: number;
+};

package/src/services/core/Err.ts

@@ -30,6 +30,7 @@ export type TaskErrorIds =
   | {'Service.aqm.err.trackingId': {trackingId: string}}
   | {'Service.aqm.task.consultAccept': Failure}
   | {'Service.aqm.task.consultConference': Failure}
+  | {'Service.aqm.task.dropConferenceParticipant': Failure}
   | {'Service.aqm.task.consultEnd': Failure}
   | {'Service.aqm.task.cancelCtq': Failure}
   | {'Service.aqm.task.hold': Failure}
@@ -39,6 +40,8 @@ export type TaskErrorIds =
   | {'Service.aqm.task.resumeRecording': Failure}
   | {'Service.aqm.dialer.startOutdial': Failure}
   | {'Service.aqm.dialer.acceptPreviewContact': Failure}
+  | {'Service.aqm.dialer.skipPreviewContact': Failure}
+  | {'Service.aqm.dialer.removePreviewContact': Failure}
   | {'Service.reqs.generic.failure': {trackingId: string}};
 
 export type ReqError =