@webex/contact-center 3.12.0-next.15 → 3.12.0-next.150

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
@@ -6,8 +7,13 @@ 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
+ * Contact Center backend and realtime event types.
+ *
+ * Includes task lifecycle, transcript, suggested-response, and AI summary events.
  * @enum {string}
  * @private
  * @ignore
@@ -57,6 +63,8 @@ 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 +73,8 @@ 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 +91,8 @@ 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 +103,10 @@ 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 +133,30 @@ 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 received when a post-call summary is available through realtime delivery */
+  POST_CALL_SUMMARY: 'POST_CALL_SUMMARY',
+  /** Event received when a mid-call summary is available through realtime delivery */
+  MID_CALL_SUMMARY: 'MID_CALL_SUMMARY',
+  /** Event received when AI-summary feature enablement is available through realtime delivery */
+  FEATURE_ENABLEMENT: 'FEATURE_ENABLEMENT',
+  /** Event received when a subsequent agent receives a mid-call summary */
+  MID_CALL_SUMMARY_RESPONSE_SUBSEQUENT_AGENT: 'MID_CALL_SUMMARY_RESPONSE_SUBSEQUENT_AGENT',
 } 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 +195,8 @@ 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 +218,15 @@ 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
@@ -215,7 +257,7 @@ export type WebSocketEvent = {
 };
 
 /**
- * Represents the response from getUserUsingCI method.
+ * Agent identity carried by the `user` section of the user desktop-login aggregate.
  */
 export type AgentResponse = {
   /**
@@ -248,16 +290,6 @@ export type AgentResponse = {
    */
   email: string;
 
-  /**
-   * Team IDs assigned to the agent.
-   */
-  teamIds: string[];
-
-  /**
-   * Multimedia profile ID associated with the agent.
-   */
-  multimediaProfileId: string;
-
   /**
    * Skill profile ID of the agent.
    */
@@ -269,22 +301,25 @@ export type AgentResponse = {
   siteId: string;
 
   /**
-   * Database ID of the agent.
+   * Database ID of the agent, distinct from `ciUserId`. Passed as `userDbId` to the team lookup,
+   * which sends it as the backend's `filter=userId==` value.
    */
-  dbId?: string;
+  dbId: string;
 
   /**
    * 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.
+ * Desktop Profile settings carried by the `agentProfile` section of the user desktop-login
+ * aggregate.
  */
-export type DesktopProfileResponse = {
+export type AgentProfile = {
   /**
-   * Represents the voice options of an agent.
+   * Represents the voice options of an agent. The order is nondeterministic; treat as a set.
    */
   loginVoiceOptions: LoginOption[];
 
@@ -298,16 +333,6 @@ export type DesktopProfileResponse = {
    */
   accessIdleCode: string;
 
-  /**
-   * Wrap-up codes list that the agents can select when they wrap up a contact.
-   */
-  wrapUpCodes: string[];
-
-  /**
-   * Idle codes list that the agents can select in Agent Desktop.
-   */
-  idleCodes: string[];
-
   /**
    * Dial plan enabled for the agent.
    */
@@ -324,9 +349,9 @@ export type DesktopProfileResponse = {
   autoWrapUp: boolean;
 
   /**
-   * Auto answer allowed.
+   * Whether the agent personal greeting is enabled.
    */
-  autoAnswer: boolean;
+  agentPersonalGreeting?: boolean;
 
   /**
    * Auto wrap-up after seconds.
@@ -343,6 +368,21 @@ export type DesktopProfileResponse = {
    */
   allowAutoWrapUpExtension: boolean;
 
+  /**
+   * Access control for queues assigned to the agent (ALL, SPECIFIC, or NONE).
+   */
+  accessQueue: CollaborationAccess;
+
+  /**
+   * Access control for entry points assigned to the agent.
+   */
+  accessEntryPoint: CollaborationAccess;
+
+  /**
+   * Access control for buddy teams assigned to the agent.
+   */
+  accessBuddyTeam: CollaborationAccess;
+
   /**
    * Outdial enabled for the agent.
    */
@@ -358,6 +398,11 @@ export type DesktopProfileResponse = {
    */
   outdialANIId: string;
 
+  /**
+   * Whether the agent can schedule and manage callbacks.
+   */
+  scheduleAndManageCallBack?: boolean;
+
   /**
    * Consult to queue allowed.
    */
@@ -366,19 +411,14 @@ export type DesktopProfileResponse = {
   /**
    * Address book ID of the agent.
    */
-  addressBookId: string;
+  addressBookId?: string;
 
   /**
    * Viewable statistics of the agent.
    */
   viewableStatistics: {
-    id: string;
     agentStats: boolean;
-    accessQueueStats: string;
-    contactServiceQueues: string[];
-    loggedInTeamStats: boolean;
-    accessTeamStats: string;
-    teams: string[];
+    aiAgentPerformance?: boolean;
   };
 
   /**
@@ -386,11 +426,6 @@ export type DesktopProfileResponse = {
    */
   agentDNValidation: string;
 
-  /**
-   * Dial plans of the agent.
-   */
-  dialPlans: string[];
-
   /**
    * Timeout desktop inactivity custom enabled.
    */
@@ -399,27 +434,7 @@ export type DesktopProfileResponse = {
   /**
    * Timeout desktop inactivity minutes.
    */
-  timeoutDesktopInactivityMins: number;
-
-  /**
-   * Show user details in Microsoft enabled or not.
-   */
-  showUserDetailsMS: boolean;
-
-  /**
-   * State synchronization in Microsoft enabled or not.
-   */
-  stateSynchronizationMS: boolean;
-
-  /**
-   * Show user details in Webex enabled or not.
-   */
-  showUserDetailsWebex: boolean;
-
-  /**
-   * State synchronization in Webex enabled or not.
-   */
-  stateSynchronizationWebex: boolean;
+  timeoutDesktopInactivityMins?: number;
 };
 
 /**
@@ -579,7 +594,8 @@ export type ListTeamsResponse = {
 };
 
 /**
- * Basic organization information in the contact center system
+ * Basic organization information carried by the `organization` section of the org desktop-login
+ * aggregate.
  * @private
  * @ignore
  */
@@ -588,12 +604,11 @@ export type OrgInfo = {
   tenantId: string;
   /** Organization timezone */
   timezone: string;
-  /** Current environment (e.g., 'produs1', 'intgus1') */
-  environment: string;
 };
 
 /**
- * Organization-wide feature settings and configurations
+ * Organization-wide feature settings carried by the `organizationSetting` section of the org
+ * desktop-login aggregate.
  * @private
  */
 export type OrgSettings = {
@@ -603,6 +618,8 @@ 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;
 };
 
 /**
@@ -623,12 +640,13 @@ export type SiteInfo = {
 };
 
 /**
- * Tenant-level configuration data and settings
+ * Tenant-level configuration carried by the `tenantConfiguration` section of the org
+ * desktop-login aggregate.
  * @private
  */
 export type TenantData = {
-  /** Desktop inactivity timeout in minutes */
-  timeoutDesktopInactivityMins: number;
+  /** Desktop inactivity timeout in minutes. Omitted when the timeout is not enabled. */
+  timeoutDesktopInactivityMins?: number;
   /** Whether default DN is enforced */
   forceDefaultDn: boolean;
   /** Regex pattern for default DN validation */
@@ -652,16 +670,46 @@ export type TenantData = {
 };
 
 /**
- * URL mapping configuration for external integrations
+ * URL mappings carried by the `urlMappings` section of the org desktop-login aggregate, keyed by
+ * mapping name. The aggregate returns `{}` when the organization has no Acqueon configuration.
  * @public
  */
-export type URLMapping = {
-  id: string;
-  name: string;
-  url: string;
-  links: string[]; // Assuming 'links' is an array of strings, adjust if necessary
-  createdTime: number; // Assuming timestamps are represented as numbers
-  lastUpdatedTime: number;
+export type OrgUrlMappings = {
+  /** Acqueon API endpoint URL */
+  ACQUEON_API_URL?: string;
+  /** Acqueon console URL */
+  ACQUEON_CONSOLE_URL?: string;
+};
+
+/**
+ * Organization-level Microsoft Teams integration configuration carried by the `microsoftConfig`
+ * section of the org desktop-login aggregate. The whole section is absent when the organization
+ * has no Microsoft integration.
+ * @public
+ */
+export type MicrosoftConfig = {
+  /** Whether to show user details in Teams */
+  showUserDetails?: boolean;
+  /** Whether to sync agent state with Teams */
+  stateSynchronization?: boolean;
+  /** Whether the integration is enabled organization-wide */
+  active?: boolean;
+  /** Idle codes mapped to Teams presence states */
+  idleCodes?: Record<string, string>;
+};
+
+/**
+ * Organization-level Webex integration configuration carried by the `webexConfig` section of the
+ * org desktop-login aggregate.
+ * @public
+ */
+export type WebexConfig = {
+  /** Whether to show user details in Webex */
+  showUserDetails?: boolean;
+  /** Whether to sync agent state with Webex */
+  stateSynchronization?: boolean;
+  /** Idle codes mapped to Webex presence states */
+  idleCodes?: Record<string, string>;
 };
 
 /**
@@ -759,6 +807,8 @@ export type DialPlanEntity = {
   strippedChars: string;
   /** Name of the dial plan */
   name: string;
+  /** Whether the dial plan is active */
+  active: boolean;
 };
 
 /**
@@ -866,28 +916,6 @@ 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
- */
-export type Team = {
-  /** Unique team identifier */
-  teamId: string;
-  /** Team display name */
-  teamName: string;
-  /** Optional desktop layout configuration identifier */
-  desktopLayoutId?: string;
-};
-
 /**
  * Basic queue configuration information
  * @public
@@ -911,11 +939,12 @@ export type URLMappings = {
 };
 
 /**
- * AI feature resource row returned by /v2/ai-feature API.
+ * AI feature flags carried by the `aiFeature` section of the org desktop-login aggregate.
  * @public
  */
 export type AIFeatureFlags = {
-  id: string;
+  /** Not carried by the aggregate; retained for responses that still supply a record id. */
+  id?: string;
   realtimeTranscripts?: {
     enable?: boolean;
     agentInclusionType?: string;
@@ -940,27 +969,42 @@ export type AIFeatureFlags = {
     queuesInclusionType?: string;
     surveyDataSource?: string;
   };
-  links?: string[];
-  createdTime?: number;
-  lastUpdatedTime?: number;
 };
 
 /**
- * Response type for list AI feature resources API.
+ * Aggregated organization configuration returned by `organization/{orgId}/desktop-login`.
+ * Replaces the separate organization, organization-setting, tenant-configuration,
+ * org-url-mapping and ai-feature calls.
  * @public
  */
-export type AIFeatureFlagsResponse = {
-  meta?: {
-    orgid?: string;
-    page?: number;
-    pageSize?: number;
-    totalPages?: number;
-    totalRecords?: number;
-    links?: {
-      self?: string;
-    };
-  };
-  data: AIFeatureFlags[];
+export type OrgDesktopLoginResponse = {
+  /** Organization identity and timezone */
+  organization: OrgInfo;
+  /** Organization-wide feature settings */
+  organizationSetting: OrgSettings;
+  /** Tenant-level configuration */
+  tenantConfiguration: TenantData;
+  /** External integration URLs, keyed by mapping name */
+  urlMappings?: OrgUrlMappings;
+  /** AI feature flags */
+  aiFeature?: AIFeatureFlags;
+  /** Microsoft Teams integration configuration; absent when not configured */
+  microsoftConfig?: MicrosoftConfig;
+  /** Webex integration configuration */
+  webexConfig?: WebexConfig;
+};
+
+/**
+ * Aggregated user configuration returned by
+ * `organization/{orgId}/v2/user/by-ci-user-id/{ciUserId}/desktop-login`.
+ * Replaces the separate user and agent-profile calls.
+ * @public
+ */
+export type UserDesktopLoginResponse = {
+  /** Agent identity */
+  user: AgentResponse;
+  /** Desktop Profile settings for the agent */
+  agentProfile: AgentProfile;
 };
 
 /**
@@ -983,8 +1027,8 @@ export type Profile = {
     /** Whether to sync agent state with Webex */
     stateSynchronizationWebex?: boolean;
   };
-  /** List of teams the agent belongs to */
-  teams: Team[];
+  /** List of teams the agent belongs to, as returned by the team API */
+  teams: TeamList[];
   /** Agent's default dial number */
   defaultDn: string;
   dn?: string;
@@ -1047,7 +1091,7 @@ 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 +1102,12 @@ 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 */
@@ -1094,8 +1144,6 @@ export type Profile = {
   isAnalyzerEnabled?: boolean;
   /** Tenant timezone */
   tenantTimezone?: string;
-  /** Current environment (e.g., 'produs1', 'intgus1') */
-  environment?: string;
   /** Available voice login options */
   loginVoiceOptions?: LoginOption[];
   /** Current login device type */
@@ -1114,6 +1162,8 @@ export type Profile = {
   maskSensitiveData?: boolean;
   /** Whether agent is currently logged in */
   isAgentLoggedIn?: boolean;
+  /** Active station session after a successful registered relogin. */
+  agentSessionId?: string;
   /** Last auxiliary code ID used for state change */
   lastStateAuxCodeId?: string;
   /** Timestamp of last state change */
@@ -1122,6 +1172,12 @@ 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 +1239,55 @@ 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 =