@webex/contact-center 3.12.0-next.17 → 3.12.0-next.170

package/src/services/task/Task.ts

@@ -0,0 +1,1211 @@
+import {EventEmitter} from 'events';
+import {createActor} from 'xstate';
+import type {ActorRefFrom, SnapshotFrom} from 'xstate';
+import {
+  ITask,
+  TaskData,
+  TaskResponse,
+  WrapupPayLoad,
+  TaskId,
+  TransferPayLoad,
+  DESTINATION_TYPE,
+  TASK_EVENTS,
+  TaskUIControls,
+  DropConferenceParticipantPayload,
+  ConsultEndPayload,
+  ConsultPayload,
+  ConsultTransferPayLoad,
+  ResumeRecordingPayload,
+  MEDIA_CHANNEL,
+  TASK_CHANNEL_TYPE,
+  VOICE_VARIANT,
+  CallId,
+  AISummaryAction,
+  AISummary,
+  AISummaryResponse,
+  AISummaryFeatureEnablement,
+  AISummaryCapabilities,
+  TaskToggleMuteOptions,
+  TaskTransmitDtmfOptions,
+} from './types';
+import {AI_SUMMARY_DURATION_MS, ENTRY_POINT_TRANSFER_DESTINATION_TYPE, METHODS} from './constants';
+import {
+  AI_ASSISTANT_CLIENT_TYPE,
+  AI_SUMMARY_ERROR_CODES,
+  AI_SUMMARY_INVALID_RESPONSE_PAYLOAD,
+  CC_FILE,
+  TASK_FILE,
+} from '../../constants';
+import {getErrorDetails} from '../core/Utils';
+import routingContact from './contact';
+import MetricsManager from '../../metrics/MetricsManager';
+import {METRIC_EVENT_NAMES} from '../../metrics/constants';
+import LoggerProxy from '../../logger-proxy';
+import {createTaskStateMachine, TaskState} from './state-machine';
+import type {
+  TaskEventPayload,
+  TaskStateMachine,
+  UIControlConfig,
+  TaskContext,
+  TaskActionsMap,
+  TaskActionArgs,
+} from './state-machine';
+import {
+  computeUIControls,
+  getDefaultUIControls,
+  haveUIControlsChanged,
+} from './state-machine/uiControlsComputer';
+import AutoWrapup from './AutoWrapup';
+import type {WrapupData} from '../config/types';
+import {AIAssistantEventName, AIAssistantEventType} from '../../types';
+import {createSummaryError} from './TaskUtils';
+import type ApiAIAssistant from '../ApiAiAssistant';
+
+type UIControlConfigInput = Omit<UIControlConfig, 'channelType'> & {
+  channelType?: UIControlConfig['channelType'];
+};
+
+export default abstract class Task extends EventEmitter implements ITask {
+  protected contact: ReturnType<typeof routingContact>;
+  protected metricsManager: MetricsManager;
+  public stateMachineService?: ActorRefFrom<TaskStateMachine>;
+  public data: TaskData;
+  public webCallMap: Record<TaskId, CallId>;
+  public state?: SnapshotFrom<TaskStateMachine>;
+  private lastState?: TaskState;
+  protected currentUiControls: TaskUIControls;
+  protected uiControlConfig: UIControlConfig;
+  protected wrapupData?: WrapupData;
+  public autoWrapup?: AutoWrapup;
+  protected agentId?: string;
+  protected agentName?: string;
+  private apiAIAssistant?: ApiAIAssistant;
+  public aiSummaryCapabilities: Readonly<AISummaryCapabilities> = {
+    midCallEnabled: false,
+    postCallEnabled: false,
+  };
+
+  constructor(
+    contact: ReturnType<typeof routingContact>,
+    data: TaskData,
+    uiControlConfig: UIControlConfigInput,
+    wrapupData?: WrapupData,
+    agentId?: string,
+    agentName?: string,
+    apiAIAssistant?: ApiAIAssistant
+  ) {
+    super();
+    this.contact = contact;
+    this.data = data;
+    const channelType = uiControlConfig.channelType ?? Task.resolveChannelType(data);
+    // Include agentId in the config for ownership checks (transfer conference)
+    this.uiControlConfig = {...uiControlConfig, channelType, agentId};
+    this.wrapupData = wrapupData;
+    this.agentId = agentId;
+    this.agentName = agentName;
+    this.apiAIAssistant = apiAIAssistant;
+    this.metricsManager = MetricsManager.getInstance();
+    this.webCallMap = {};
+    this.currentUiControls = getDefaultUIControls();
+    this.initializeStateMachine();
+    this.setupAutoWrapupTimer();
+  }
+
+  private static resolveChannelType(data: TaskData): UIControlConfig['channelType'] {
+    const mediaType = data?.interaction?.mediaType ?? MEDIA_CHANNEL.TELEPHONY;
+
+    return mediaType === MEDIA_CHANNEL.TELEPHONY
+      ? TASK_CHANNEL_TYPE.VOICE
+      : TASK_CHANNEL_TYPE.DIGITAL;
+  }
+
+  // Abstract methods that all child classes must implement
+  public abstract accept(): Promise<TaskResponse>;
+
+  // Voice-specific methods with default implementations that throw errors
+  // Voice class will override these with actual implementations
+  public async decline(): Promise<TaskResponse> {
+    this.unsupportedMethodError('decline');
+  }
+
+  public async pauseRecording(): Promise<TaskResponse> {
+    this.unsupportedMethodError('pauseRecording');
+  }
+
+  public async resumeRecording(
+    resumeRecordingPayload: ResumeRecordingPayload
+  ): Promise<TaskResponse> {
+    if (resumeRecordingPayload) {
+      // parameter intentionally unused
+    }
+    this.unsupportedMethodError('resumeRecording');
+  }
+
+  public async consult(consultPayload: ConsultPayload): Promise<TaskResponse> {
+    if (consultPayload) {
+      // parameter intentionally unused
+    }
+    this.unsupportedMethodError('consult');
+  }
+
+  public async endConsult(consultEndPayload: ConsultEndPayload): Promise<TaskResponse> {
+    if (consultEndPayload) {
+      // parameter intentionally unused
+    }
+    this.unsupportedMethodError('endConsult');
+  }
+
+  public async consultTransfer(
+    consultTransferPayload?: ConsultTransferPayLoad
+  ): Promise<TaskResponse> {
+    if (consultTransferPayload) {
+      // parameter intentionally unused
+    }
+    this.unsupportedMethodError('consultTransfer');
+  }
+
+  public async consultConference(): Promise<TaskResponse> {
+    this.unsupportedMethodError('consultConference');
+  }
+
+  public async dropConferenceParticipant(
+    // The base task preserves the public signature; Voice provides the implementation.
+    // eslint-disable-next-line @typescript-eslint/no-unused-vars
+    payload: DropConferenceParticipantPayload
+  ): Promise<TaskResponse> {
+    this.unsupportedMethodError(METHODS.DROP_CONFERENCE_PARTICIPANT);
+  }
+
+  public async exitConference(): Promise<TaskResponse> {
+    this.unsupportedMethodError('exitConference');
+  }
+
+  public async transferConference(): Promise<TaskResponse> {
+    this.unsupportedMethodError('transferConference');
+  }
+
+  public async switchCall(): Promise<TaskResponse> {
+    this.unsupportedMethodError('switchCall');
+  }
+
+  public async toggleMute(options?: TaskToggleMuteOptions): Promise<void> {
+    if (options) {
+      // parameter intentionally unused
+    }
+    this.unsupportedMethodError('toggleMute');
+  }
+
+  public async transmitDtmf(options: TaskTransmitDtmfOptions): Promise<void> {
+    if (options) {
+      // parameter intentionally unused
+    }
+    this.unsupportedMethodError('transmitDtmf');
+  }
+
+  public unregisterWebCallListeners(): void {
+    // Default implementation - child classes can override
+    LoggerProxy.log('unregisterWebCallListeners called', {
+      module: CC_FILE,
+      method: 'unregisterWebCallListeners',
+      interactionId: this.data?.interactionId,
+    });
+  }
+
+  /**
+   * Cancel any in-progress auto wrap-up timer.
+   * Base implementation just clears the timer reference so subclasses inherit the behavior.
+   */
+  public cancelAutoWrapupTimer(): void {
+    if (this.autoWrapup) {
+      this.autoWrapup.clear();
+      this.autoWrapup = undefined;
+      LoggerProxy.log('Auto wrap-up timer cancelled', {
+        module: CC_FILE,
+        method: 'cancelAutoWrapupTimer',
+        interactionId: this.data?.interactionId,
+      });
+    }
+  }
+
+  // Voice tasks use holdResume(), but provide separate methods for interface compliance
+  public async hold(): Promise<TaskResponse> {
+    this.unsupportedMethodError('hold');
+  }
+
+  public async resume(): Promise<TaskResponse> {
+    this.unsupportedMethodError('resume');
+  }
+
+  public async holdResume(): Promise<TaskResponse> {
+    this.unsupportedMethodError('holdResume');
+  }
+
+  public setFeatureEnablement(enablement: AISummaryFeatureEnablement): void {
+    if (enablement.interactionId !== this.data.interactionId) {
+      return;
+    }
+
+    this.aiSummaryCapabilities = {
+      midCallEnabled: enablement.midCallEnabled === true,
+      postCallEnabled: enablement.postCallEnabled === true,
+    };
+  }
+
+  public clearFeatureEnablement(): void {
+    this.aiSummaryCapabilities = {
+      midCallEnabled: false,
+      postCallEnabled: false,
+    };
+  }
+
+  public async requestPostCallSummary(): Promise<AISummary> {
+    const metricFields: Record<string, unknown> = {operation: METHODS.REQUEST_POST_CALL_SUMMARY};
+
+    try {
+      this.metricsManager.timeEvent([
+        METRIC_EVENT_NAMES.AI_SUMMARY_GET_POST_CALL_SUCCESS,
+        METRIC_EVENT_NAMES.AI_SUMMARY_GET_POST_CALL_FAILED,
+      ]);
+
+      const interactionId = this.data.interactionId;
+      const conversationId = this.data.interaction?.mainInteractionId || interactionId;
+      Object.assign(metricFields, {conversationId, interactionId});
+
+      if (
+        !this.apiAIAssistant ||
+        this.apiAIAssistant.aiFeature?.generatedSummaries?.wrapUpSummariesEnabled !== true ||
+        !this.aiSummaryCapabilities.postCallEnabled
+      ) {
+        throw createSummaryError(AI_SUMMARY_ERROR_CODES.POST_CALL_SUMMARY_DISABLED);
+      }
+
+      const result = await this.apiAIAssistant.requestAndWaitForRtd<AISummary>({
+        correlationId: conversationId,
+        rtdEventType: 'POST_CALL_SUMMARY',
+        timeoutMs: AI_SUMMARY_DURATION_MS,
+        createTimeoutError: () =>
+          createSummaryError(AI_SUMMARY_ERROR_CODES.POST_CALL_SUMMARY_TIMEOUT),
+        agentId: this.agentId as string,
+        interactionId,
+        eventType: AIAssistantEventType.CTI_EVENT,
+        eventName: AIAssistantEventName.GET_POST_CALL_SUMMARY,
+        eventMetaData: {
+          conversationId,
+          clientType: AI_ASSISTANT_CLIENT_TYPE,
+        },
+        timeout: AI_SUMMARY_DURATION_MS,
+      });
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.AI_SUMMARY_GET_POST_CALL_SUCCESS,
+        {taskId: this.data?.interactionId, ...metricFields},
+        ['operational']
+      );
+
+      return result;
+    } catch (error) {
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.AI_SUMMARY_GET_POST_CALL_FAILED,
+        {
+          taskId: this.data?.interactionId,
+          ...metricFields,
+          failureCode: Task.getAISummaryFailureCode(error),
+        },
+        ['operational']
+      );
+      throw error;
+    }
+  }
+
+  public async sendPostCallSummaryResponse(response: AISummaryResponse): Promise<void> {
+    const metricFields: Record<string, unknown> = {
+      operation: METHODS.SEND_POST_CALL_SUMMARY_RESPONSE,
+    };
+
+    try {
+      this.metricsManager.timeEvent([
+        METRIC_EVENT_NAMES.AI_SUMMARY_POST_CALL_RESPONSE_SUCCESS,
+        METRIC_EVENT_NAMES.AI_SUMMARY_POST_CALL_RESPONSE_FAILED,
+      ]);
+      const interactionId = this.data.interactionId;
+      const conversationId = this.data.interaction?.mainInteractionId || interactionId;
+      Object.assign(metricFields, {conversationId, interactionId});
+
+      const publishTimestamp = Date.now();
+      const eventName = AIAssistantEventName.POST_CALL_SUMMARY_RESPONSE;
+      const eventPayload = {
+        conversationId,
+        clientType: AI_ASSISTANT_CLIENT_TYPE,
+        action: eventName,
+        summary: response.summary,
+        numberOfTimesViewed: response.numberOfTimesViewed,
+        numberOfTimesEdited: response.numberOfTimesEdited,
+        numberOfTimesCopied: response.numberOfTimesCopied,
+        feedback: response.feedback,
+        state: response.state,
+        wrapUpCode: response.wrapUpCode,
+      };
+      await this.apiAIAssistant.sendEvent(
+        this.agentId as string,
+        interactionId,
+        AIAssistantEventType.CTI_EVENT,
+        eventName,
+        eventPayload,
+        undefined,
+        undefined,
+        publishTimestamp,
+        AI_SUMMARY_DURATION_MS
+      );
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.AI_SUMMARY_POST_CALL_RESPONSE_SUCCESS,
+        {taskId: this.data?.interactionId, ...metricFields},
+        ['operational']
+      );
+    } catch (error) {
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.AI_SUMMARY_POST_CALL_RESPONSE_FAILED,
+        {
+          taskId: this.data?.interactionId,
+          ...metricFields,
+          failureCode: Task.getAISummaryFailureCode(error),
+        },
+        ['operational']
+      );
+      throw error;
+    }
+  }
+
+  public async requestMidCallSummary(action: AISummaryAction): Promise<AISummary> {
+    const metricFields: Record<string, unknown> = {
+      operation: METHODS.REQUEST_MID_CALL_SUMMARY,
+      actionType: action,
+    };
+
+    try {
+      this.metricsManager.timeEvent([
+        METRIC_EVENT_NAMES.AI_SUMMARY_GET_MID_CALL_SUCCESS,
+        METRIC_EVENT_NAMES.AI_SUMMARY_GET_MID_CALL_FAILED,
+      ]);
+
+      const interactionId = this.data.interactionId;
+      const conversationId = this.data.interaction?.mainInteractionId || interactionId;
+      Object.assign(metricFields, {conversationId, interactionId});
+
+      if (
+        !this.apiAIAssistant ||
+        this.apiAIAssistant.aiFeature?.generatedSummaries?.consultTransferSummariesEnabled !==
+          true ||
+        !this.aiSummaryCapabilities.midCallEnabled
+      ) {
+        throw createSummaryError(AI_SUMMARY_ERROR_CODES.MID_CALL_SUMMARY_DISABLED);
+      }
+
+      const eventName =
+        action === 'CONSULT'
+          ? AIAssistantEventName.GET_MID_CALL_CONSULT_SUMMARY
+          : AIAssistantEventName.GET_MID_CALL_TRANSFER_SUMMARY;
+      const result = await this.apiAIAssistant.requestAndWaitForRtd<AISummary>({
+        correlationId: conversationId,
+        rtdEventType: 'MID_CALL_SUMMARY',
+        timeoutMs: AI_SUMMARY_DURATION_MS,
+        createTimeoutError: () =>
+          createSummaryError(AI_SUMMARY_ERROR_CODES.MID_CALL_SUMMARY_TIMEOUT),
+        agentId: this.agentId as string,
+        interactionId,
+        eventType: AIAssistantEventType.CTI_EVENT,
+        eventName,
+        eventMetaData: {
+          conversationId,
+          clientType: AI_ASSISTANT_CLIENT_TYPE,
+        },
+        timeout: AI_SUMMARY_DURATION_MS,
+      });
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.AI_SUMMARY_GET_MID_CALL_SUCCESS,
+        {taskId: this.data?.interactionId, ...metricFields},
+        ['operational']
+      );
+
+      return result;
+    } catch (error) {
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.AI_SUMMARY_GET_MID_CALL_FAILED,
+        {
+          taskId: this.data?.interactionId,
+          ...metricFields,
+          failureCode: Task.getAISummaryFailureCode(error),
+        },
+        ['operational']
+      );
+      throw error;
+    }
+  }
+
+  public async sendMidCallSummaryResponse(
+    response: AISummaryResponse,
+    action: AISummaryAction
+  ): Promise<void> {
+    const metricFields: Record<string, unknown> = {
+      operation: METHODS.SEND_MID_CALL_SUMMARY_RESPONSE,
+      actionType: action,
+    };
+
+    try {
+      this.metricsManager.timeEvent([
+        METRIC_EVENT_NAMES.AI_SUMMARY_MID_CALL_RESPONSE_SUCCESS,
+        METRIC_EVENT_NAMES.AI_SUMMARY_MID_CALL_RESPONSE_FAILED,
+      ]);
+      const interactionId = this.data.interactionId;
+      const conversationId = this.data.interaction?.mainInteractionId || interactionId;
+      Object.assign(metricFields, {conversationId, interactionId});
+
+      const publishTimestamp = Date.now();
+      const eventName =
+        action === 'CONSULT'
+          ? AIAssistantEventName.MID_CALL_CONSULT_SUMMARY_RESPONSE
+          : AIAssistantEventName.MID_CALL_TRANSFER_SUMMARY_RESPONSE;
+      const eventPayload = {
+        conversationId,
+        clientType: AI_ASSISTANT_CLIENT_TYPE,
+        action: eventName,
+        summary: response.summary,
+        numberOfTimesViewed: response.numberOfTimesViewed,
+        numberOfTimesEdited: response.numberOfTimesEdited,
+        numberOfTimesCopied: response.numberOfTimesCopied,
+        feedback: response.feedback,
+        state: response.state,
+        agentName: this.agentName ?? '',
+      };
+      await this.apiAIAssistant.sendEvent(
+        this.agentId as string,
+        interactionId,
+        AIAssistantEventType.CTI_EVENT,
+        eventName,
+        eventPayload,
+        undefined,
+        undefined,
+        publishTimestamp,
+        AI_SUMMARY_DURATION_MS
+      );
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.AI_SUMMARY_MID_CALL_RESPONSE_SUCCESS,
+        {taskId: this.data?.interactionId, ...metricFields},
+        ['operational']
+      );
+    } catch (error) {
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.AI_SUMMARY_MID_CALL_RESPONSE_FAILED,
+        {
+          taskId: this.data?.interactionId,
+          ...metricFields,
+          failureCode: Task.getAISummaryFailureCode(error),
+        },
+        ['operational']
+      );
+      throw error;
+    }
+  }
+
+  private static getAISummaryFailureCode(error: unknown): string {
+    const errorCode = (error as {data?: {errorCode?: unknown}})?.data?.errorCode;
+
+    if (typeof errorCode === 'string') {
+      return errorCode;
+    }
+
+    return AI_SUMMARY_INVALID_RESPONSE_PAYLOAD;
+  }
+
+  /**
+   * Latest UI controls derived from state machine state and context.
+   */
+  public get uiControls(): TaskUIControls {
+    return this.currentUiControls;
+  }
+
+  protected updateUiControls(forceEmit = false): void {
+    const nextControls = this.computeUIControls();
+    const shouldEmit = forceEmit || haveUIControlsChanged(this.currentUiControls, nextControls);
+    this.currentUiControls = nextControls;
+
+    if (shouldEmit) {
+      this.emit(TASK_EVENTS.TASK_UI_CONTROLS_UPDATED, this.currentUiControls);
+    }
+  }
+
+  /**
+   * Initialize the state machine
+   */
+  private initializeStateMachine(): void {
+    const machine: TaskStateMachine = createTaskStateMachine(this.uiControlConfig, {
+      actions: this.getStateMachineActionOverrides(),
+    });
+
+    this.stateMachineService = createActor(machine);
+
+    this.stateMachineService.subscribe((snapshot) => {
+      const previousState = this.lastState;
+      const currentState = snapshot.value as TaskState;
+      LoggerProxy.log(`State machine transition: ${previousState || 'N/A'} -> ${currentState}`, {
+        module: CC_FILE,
+        method: 'onTransition',
+        // @ts-ignore - snapshot may include event detail depending on XState version
+        eventType: (snapshot as any)?.event?.type,
+      });
+      this.lastState = currentState;
+      this.state = snapshot;
+
+      this.updateUiControls(previousState !== currentState);
+    });
+
+    this.stateMachineService.start();
+    this.updateUiControls(true);
+  }
+
+  /**
+   * Send an event to the state machine
+   */
+  public sendStateMachineEvent(event: TaskEventPayload): void {
+    if (this.stateMachineService) {
+      LoggerProxy.log(`Sending state machine event: ${event?.type}`, {
+        module: CC_FILE,
+        method: 'sendStateMachineEvent',
+        interactionId: this.data?.interactionId,
+      });
+
+      this.stateMachineService.send(event);
+    }
+  }
+
+  /**
+   * Get the current state machine state
+   */
+  protected getCurrentState(): TaskState | undefined {
+    return this.stateMachineService?.getSnapshot()?.value as TaskState;
+  }
+
+  /**
+   * Compute UI controls based on current state machine state.
+   *
+   * @returns UI control states for all task actions
+   */
+  /**
+   * Update wxApp thick-client answer flag at runtime (Voice overrides).
+   */
+  // eslint-disable-next-line @typescript-eslint/no-unused-vars
+  public setEnableWxBetterTogether(_enabled: boolean): void {
+    // no-op for non-voice tasks
+  }
+
+  /**
+   * Apply wxApp mute state from external sync (Voice overrides).
+   */
+  // eslint-disable-next-line @typescript-eslint/no-unused-vars
+  public applyWxAppMuteStateFromSync(_incomingCallId: string, _muted: boolean): void {
+    // no-op for non-voice tasks
+  }
+
+  /**
+   * Hook for post-assign wxApp sync (Voice overrides).
+   */
+  protected onTaskAssigned(): void {
+    // no-op by default
+  }
+
+  /**
+   * Hook for post-hydrate wxApp sync (Voice overrides).
+   */
+  protected onTaskHydrated(): void {
+    // no-op by default
+  }
+
+  protected computeUIControls(): TaskUIControls {
+    const snapshot = this.stateMachineService?.getSnapshot?.();
+
+    if (!snapshot) {
+      return getDefaultUIControls();
+    }
+
+    const currentState = snapshot.value as TaskState;
+    const context = snapshot.context as TaskContext;
+    const mergedContext: TaskContext = {
+      ...context,
+      uiControlConfig: {...context.uiControlConfig, ...this.uiControlConfig},
+    };
+
+    const uiControls = computeUIControls(currentState, mergedContext, this.data);
+
+    return uiControls;
+  }
+
+  /**
+   * Stop the state machine service
+   */
+  protected stopStateMachine(): void {
+    if (this.stateMachineService) {
+      this.stateMachineService.stop();
+      this.stateMachineService = undefined;
+    }
+  }
+
+  private static extractTaskDataFromEvent(event?: TaskEventPayload): TaskData | undefined {
+    if (!event || typeof event !== 'object') {
+      return undefined;
+    }
+
+    if ('taskData' in event) {
+      return (event as {taskData?: TaskData}).taskData;
+    }
+
+    return undefined;
+  }
+
+  private async autoAnswerIfNeeded(): Promise<void> {
+    if (!this.data) {
+      return;
+    }
+
+    const autoAnswerSupported =
+      this.uiControlConfig.channelType === TASK_CHANNEL_TYPE.DIGITAL ||
+      this.uiControlConfig.voiceVariant === VOICE_VARIANT.WEBRTC;
+
+    if (!autoAnswerSupported) {
+      return;
+    }
+
+    const shouldAutoAnswer = this.data.isAutoAnswering === true;
+
+    if (!shouldAutoAnswer) {
+      return;
+    }
+
+    LoggerProxy.info(`Auto-answering task`, {
+      module: TASK_FILE,
+      method: 'autoAnswerIfNeeded',
+      interactionId: this.data.interactionId,
+    });
+
+    try {
+      await this.accept();
+      LoggerProxy.info(`Task auto-answered successfully`, {
+        module: TASK_FILE,
+        method: 'autoAnswerIfNeeded',
+        interactionId: this.data.interactionId,
+      });
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_AUTO_ANSWER_SUCCESS,
+        {
+          taskId: this.data.interactionId,
+          mediaType: this.data.interaction.mediaType,
+          isAutoAnswered: true,
+        },
+        ['behavioral', 'operational']
+      );
+
+      this.emit(TASK_EVENTS.TASK_AUTO_ANSWERED, this);
+    } catch (error) {
+      this.updateTaskData({...this.data, isAutoAnswering: false});
+      LoggerProxy.error(`Failed to auto-answer task`, {
+        module: TASK_FILE,
+        method: 'autoAnswerIfNeeded',
+        interactionId: this.data.interactionId,
+        error,
+      });
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_AUTO_ANSWER_FAILED,
+        {
+          taskId: this.data.interactionId,
+          mediaType: this.data.interaction.mediaType,
+          error: error?.message || 'Unknown error',
+          isAutoAnswered: false,
+        },
+        ['behavioral', 'operational']
+      );
+    }
+  }
+
+  private updateTaskFromEvent(event?: TaskEventPayload): void {
+    const taskData = Task.extractTaskDataFromEvent(event);
+    if (taskData) {
+      this.updateTaskData(taskData);
+    }
+  }
+
+  protected getStateMachineActionOverrides(): Partial<TaskActionsMap> {
+    return {
+      ...this.getCommonActionOverrides(),
+      ...this.getChannelSpecificActionOverrides(),
+    };
+  }
+
+  protected getChannelSpecificActionOverrides(): Partial<TaskActionsMap> {
+    return {};
+  }
+
+  protected createEmitSelfAction(
+    taskEvent: TASK_EVENTS,
+    {updateTaskData = false}: {updateTaskData?: boolean} = {}
+  ) {
+    return ({event}: TaskActionArgs) => {
+      if (updateTaskData) {
+        this.updateTaskFromEvent(event);
+      }
+      LoggerProxy.info(`Emitting task event ${taskEvent}`, {
+        module: TASK_FILE,
+        method: 'emitTaskEvent',
+        interactionId: this.data?.interactionId,
+      });
+      this.emit(taskEvent, this);
+    };
+  }
+
+  private getCommonActionOverrides(): Partial<TaskActionsMap> {
+    return {
+      syncTaskDataFromEvent: ({event}: {event: TaskEventPayload}) => {
+        this.updateTaskFromEvent(event);
+      },
+      emitTaskIncoming: this.createEmitSelfAction(TASK_EVENTS.TASK_INCOMING, {
+        updateTaskData: true,
+      }),
+      emitTaskCampaignPreviewReservation: this.createEmitSelfAction(
+        TASK_EVENTS.TASK_CAMPAIGN_PREVIEW_RESERVATION,
+        {updateTaskData: true}
+      ),
+      emitTaskCampaignPreviewAcceptFailed: this.createEmitSelfAction(
+        TASK_EVENTS.TASK_CAMPAIGN_PREVIEW_ACCEPT_FAILED
+      ),
+      emitTaskCampaignPreviewSkipFailed: this.createEmitSelfAction(
+        TASK_EVENTS.TASK_CAMPAIGN_PREVIEW_SKIP_FAILED
+      ),
+      emitTaskCampaignPreviewRemoveFailed: this.createEmitSelfAction(
+        TASK_EVENTS.TASK_CAMPAIGN_PREVIEW_REMOVE_FAILED
+      ),
+      emitTaskHydrate: ({event}: TaskActionArgs) => {
+        this.updateTaskFromEvent(event);
+        LoggerProxy.info(`Emitting task event ${TASK_EVENTS.TASK_HYDRATE}`, {
+          module: TASK_FILE,
+          method: 'emitTaskEvent',
+          interactionId: this.data?.interactionId,
+        });
+        this.emit(TASK_EVENTS.TASK_HYDRATE, this);
+        this.onTaskHydrated();
+      },
+      emitTaskOfferContact: this.createEmitSelfAction(TASK_EVENTS.TASK_OFFER_CONTACT, {
+        updateTaskData: true,
+      }),
+      emitTaskAssigned: ({event}: TaskActionArgs) => {
+        this.updateTaskFromEvent(event);
+        this.emit(TASK_EVENTS.TASK_ASSIGNED, this);
+        this.emit(TASK_EVENTS.TASK_MULTI_LOGIN_HYDRATE, this);
+        this.onTaskAssigned();
+      },
+      emitTaskEnd: this.createEmitSelfAction(TASK_EVENTS.TASK_END, {updateTaskData: true}),
+      emitTaskOfferConsult: this.createEmitSelfAction(TASK_EVENTS.TASK_OFFER_CONSULT, {
+        updateTaskData: true,
+      }),
+      emitTaskConsultCreated: this.createEmitSelfAction(TASK_EVENTS.TASK_CONSULT_CREATED, {
+        updateTaskData: true,
+      }),
+      emitTaskConsulting: ({event}: TaskActionArgs) => {
+        this.updateTaskFromEvent(event);
+        if (this.data.isConsulted) {
+          this.emit(TASK_EVENTS.TASK_CONSULT_ACCEPTED, this);
+        } else {
+          this.emit(TASK_EVENTS.TASK_CONSULTING, this);
+        }
+        this.emit(TASK_EVENTS.TASK_MULTI_LOGIN_HYDRATE, this);
+      },
+      emitTaskConsultAccepted: this.createEmitSelfAction(TASK_EVENTS.TASK_CONSULT_ACCEPTED),
+      emitTaskConsultEnd: this.createEmitSelfAction(TASK_EVENTS.TASK_CONSULT_END, {
+        updateTaskData: true,
+      }),
+      emitTaskConsultQueueCancelled: this.createEmitSelfAction(
+        TASK_EVENTS.TASK_CONSULT_QUEUE_CANCELLED,
+        {
+          updateTaskData: true,
+        }
+      ),
+      emitTaskConsultQueueFailed: this.createEmitSelfAction(TASK_EVENTS.TASK_CONSULT_QUEUE_FAILED, {
+        updateTaskData: true,
+      }),
+      emitTaskReject: ({event}: TaskActionArgs) => {
+        this.updateTaskFromEvent(event);
+        const reason =
+          event && typeof event === 'object' && 'reason' in event
+            ? (event as {reason?: string}).reason
+            : undefined;
+        this.emit(TASK_EVENTS.TASK_REJECT, reason);
+      },
+      emitTaskWrapup: ({event}: {event?: TaskEventPayload}) => {
+        this.updateTaskFromEvent(event);
+
+        const shouldEmitWrapup = Boolean(this.data.wrapUpRequired);
+        if (!shouldEmitWrapup) {
+          LoggerProxy.info(`Skipping task:wrapup event - wrapUpRequired is false`, {
+            module: TASK_FILE,
+            method: 'emitTaskEvent',
+            interactionId: this.data?.interactionId,
+          });
+
+          return;
+        }
+        LoggerProxy.info(`Emitting task event ${TASK_EVENTS.TASK_WRAPUP}`, {
+          module: TASK_FILE,
+          method: 'emitTaskEvent',
+          interactionId: this.data?.interactionId,
+        });
+        this.emit(TASK_EVENTS.TASK_WRAPUP, this);
+      },
+      emitTaskWrappedup: this.createEmitSelfAction(TASK_EVENTS.TASK_WRAPPEDUP, {
+        updateTaskData: true,
+      }),
+      requestAutoAnswer: ({event}: TaskActionArgs) => {
+        if (event) {
+          // parameter intentionally unused
+        }
+        this.autoAnswerIfNeeded();
+      },
+      requestCleanup: () => {
+        this.emit(TASK_EVENTS.TASK_CLEANUP, this, {removeFromCollection: false});
+      },
+      cleanupResources: () => {
+        this.emit(TASK_EVENTS.TASK_CLEANUP, this, {removeFromCollection: true});
+      },
+    };
+  }
+
+  /**
+   * Sets up the automatic wrap-up timer if wrap-up is required
+   */
+  protected setupAutoWrapupTimer(): void {
+    if (
+      this.data.wrapUpRequired &&
+      !this.autoWrapup &&
+      this.wrapupData &&
+      this.wrapupData.wrapUpProps
+    ) {
+      const wrapUpProps = this.wrapupData.wrapUpProps;
+      if (!wrapUpProps || wrapUpProps.autoWrapup === false) {
+        LoggerProxy.info(`Auto wrap-up is not required for this task`, {
+          module: TASK_FILE,
+          method: METHODS.SETUP_AUTO_WRAPUP_TIMER,
+          interactionId: this.data.interactionId,
+        });
+
+        return;
+      }
+      const defaultWrapupReason =
+        wrapUpProps.wrapUpReasonList?.find((r) => r.isDefault) ?? wrapUpProps.wrapUpReasonList?.[0];
+      if (!defaultWrapupReason) {
+        LoggerProxy.error('No wrap-up reason configured', {
+          module: TASK_FILE,
+          method: METHODS.SETUP_AUTO_WRAPUP_TIMER,
+        });
+
+        return;
+      }
+      const intervalMs = wrapUpProps.autoWrapupInterval;
+      if (!intervalMs || intervalMs <= 0) {
+        LoggerProxy.error(`Invalid auto wrap-up interval: ${intervalMs}`, {
+          module: TASK_FILE,
+          method: METHODS.SETUP_AUTO_WRAPUP_TIMER,
+        });
+
+        return;
+      }
+      this.autoWrapup = new AutoWrapup(intervalMs, wrapUpProps.allowCancelAutoWrapup);
+      this.autoWrapup.start(async () => {
+        LoggerProxy.info(`Auto wrap-up timer triggered`, {
+          module: TASK_FILE,
+          method: METHODS.SETUP_AUTO_WRAPUP_TIMER,
+          interactionId: this.data.interactionId,
+        });
+        await this.wrapup({
+          wrapUpReason: defaultWrapupReason.name,
+          auxCodeId: defaultWrapupReason.id,
+        });
+      });
+    }
+  }
+
+  /**
+   * Cancels the automatic wrap-up timer if it's running
+   */
+  private reconcileData(oldData: TaskData, newData: TaskData): TaskData {
+    Object.keys(newData).forEach((key) => {
+      if (newData[key] && typeof newData[key] === 'object' && !Array.isArray(newData[key])) {
+        oldData[key] = this.reconcileData({...oldData[key]}, newData[key]);
+      } else {
+        oldData[key] = newData[key];
+      }
+    });
+
+    return oldData;
+  }
+
+  /**
+   *
+   * @param methodName - The name of the method that is unsupported
+   * @throws Error
+   */
+  protected unsupportedMethodError(methodName: string): never {
+    LoggerProxy.error(`Unsupported operation`, {
+      module: 'TASK',
+      method: methodName,
+      interactionId: this.data?.interactionId,
+    });
+    throw new Error(`Unsupported operation: ${methodName}`);
+  }
+
+  /**
+   * This method is used to update the task data.
+   * @param updatedData - TaskData
+   * @param shouldOverwrite - boolean
+   * @example
+   * ```typescript
+   * task.updateTaskData(updatedData, true);
+   * ```
+   */
+  public updateTaskData(updatedData: TaskData, shouldOverwrite = false): ITask {
+    this.data = shouldOverwrite ? updatedData : this.reconcileData(this.data, updatedData);
+    if (!shouldOverwrite) {
+      this.pruneStaleInteractionMaps(updatedData);
+    }
+    this.updateUiControls();
+    this.setupAutoWrapupTimer();
+
+    return this;
+  }
+
+  /**
+   * The backend sends `interaction.media` and `interaction.participants` as complete snapshots
+   * of the current call state. `reconcileData` deep-merges and never removes keys, so entries the
+   * backend dropped (e.g. a consult leg's media and consultee participant after the consult ends)
+   * linger in `this.data`. That stale data drives incorrect UI controls (e.g. the consult button
+   * staying disabled after the consult leg is gone, until a page refresh re-hydrates cleanly).
+   * Make only these two snapshot maps authoritative to the incoming payload, leaving every other
+   * field on the generic deep-merge path (CAD and other partial updates still merge as before).
+   */
+  private pruneStaleInteractionMaps(incoming: TaskData): void {
+    const incomingInteraction = incoming?.interaction;
+    const currentInteraction = this.data?.interaction;
+    if (!incomingInteraction || !currentInteraction) {
+      return;
+    }
+
+    (['media', 'participants'] as const).forEach((mapKey) => {
+      const incomingMap = incomingInteraction[mapKey] as Record<string, unknown> | undefined;
+      const currentMap = currentInteraction[mapKey] as Record<string, unknown> | undefined;
+      if (!incomingMap || !currentMap || typeof incomingMap !== 'object') {
+        return;
+      }
+
+      Object.keys(currentMap).forEach((id) => {
+        if (!(id in incomingMap)) {
+          delete currentMap[id];
+        }
+      });
+    });
+  }
+
+  /**
+   * This is used to blind transfer or vTeam transfer the task
+   * @param transferPayload
+   * @returns Promise<TaskResponse>
+   * @throws Error
+   * @example
+   * ```typescript
+   * const transferPayload = {
+   *  to: 'myQueueId',
+   *  destinationType: 'queue',
+   * }
+   * task.transfer(transferPayload).then(()=>{}).catch(()=>{});
+   * ```
+   */
+  public async transfer(transferPayload: TransferPayLoad): Promise<TaskResponse> {
+    LoggerProxy.log(`Starting task transfer for taskId:${this.data.interactionId}`, {
+      module: 'Task',
+      method: 'transfer',
+    });
+    try {
+      this.metricsManager.timeEvent([
+        METRIC_EVENT_NAMES.TASK_TRANSFER_SUCCESS,
+        METRIC_EVENT_NAMES.TASK_TRANSFER_FAILED,
+      ]);
+      let result: TaskResponse;
+      const isQueueTransfer = transferPayload.destinationType === DESTINATION_TYPE.QUEUE;
+      const isEntryPointTransfer = transferPayload.destinationType === DESTINATION_TYPE.ENTRYPOINT;
+
+      if (isQueueTransfer || isEntryPointTransfer) {
+        result = await this.contact.vteamTransfer({
+          interactionId: this.data.interactionId,
+          data: {
+            ...transferPayload,
+            destinationType: isEntryPointTransfer
+              ? ENTRY_POINT_TRANSFER_DESTINATION_TYPE
+              : DESTINATION_TYPE.QUEUE,
+          },
+        });
+      } else {
+        result = await this.contact.blindTransfer({
+          interactionId: this.data.interactionId,
+          data: transferPayload,
+        });
+      }
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_TRANSFER_SUCCESS,
+        {
+          taskId: this.data.interactionId,
+          destination: transferPayload.to,
+          destinationType: transferPayload.destinationType,
+          isConsultTransfer: false,
+          ...MetricsManager.getCommonTrackingFieldForAQMResponse(result),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+
+      return result;
+    } catch (error) {
+      const {error: detailedError} = getErrorDetails(error, 'transfer', CC_FILE);
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_TRANSFER_FAILED,
+        {
+          taskId: this.data.interactionId,
+          destination: transferPayload.to,
+          destinationType: transferPayload.destinationType,
+          isConsultTransfer: false,
+          error: error.toString(),
+          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(
+            (error as any).details || {}
+          ),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+      throw detailedError;
+    }
+  }
+
+  /**
+   * This is used to end the task.
+   * @returns Promise<TaskResponse>
+   * @throws Error
+   * @example
+   * ```typescript
+   * task.end().then(()=>{}).catch(()=>{})
+   *  ```
+   */
+  public async end(): Promise<TaskResponse> {
+    LoggerProxy.log(`Ending task for taskId:${this.data.interactionId}`, {
+      module: 'Task',
+      method: 'end',
+    });
+    const requestInteractionId =
+      this.data.interaction?.mainInteractionId || this.data.interactionId;
+
+    try {
+      this.metricsManager.timeEvent([
+        METRIC_EVENT_NAMES.TASK_END_SUCCESS,
+        METRIC_EVENT_NAMES.TASK_END_FAILED,
+      ]);
+      const response = await this.contact.end({interactionId: requestInteractionId});
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_END_SUCCESS,
+        {
+          taskId: this.data.interactionId,
+          requestInteractionId,
+          ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+
+      return response;
+    } catch (error) {
+      const {error: detailedError} = getErrorDetails(error, 'end', CC_FILE);
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_END_FAILED,
+        {
+          taskId: this.data.interactionId,
+          requestInteractionId,
+          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(
+            (error as any).details || {}
+          ),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+      throw detailedError;
+    }
+  }
+
+  /**
+   * This is used to wrap up the task.
+   * @param wrapupPayload - WrapupPayLoad
+   * @returns Promise<TaskResponse>
+   * @throws Error
+   * @example
+   * ```typescript
+   * task.wrapup(wrapupPayload).then(()=>{}).catch(()=>{})
+   * ```
+   */
+  public async wrapup(wrapupPayload: WrapupPayLoad): Promise<TaskResponse> {
+    this.cancelAutoWrapupTimer();
+    LoggerProxy.log(`Starting task wrapup for taskId:${this.data.interactionId}`, {
+      module: 'Task',
+      method: 'wrapup',
+    });
+    try {
+      this.metricsManager.timeEvent([
+        METRIC_EVENT_NAMES.TASK_WRAPUP_SUCCESS,
+        METRIC_EVENT_NAMES.TASK_WRAPUP_FAILED,
+      ]);
+      if (!this.data) {
+        throw new Error('No task data available');
+      }
+      if (!wrapupPayload.auxCodeId || wrapupPayload.auxCodeId.length === 0) {
+        throw new Error('AuxCodeId is required');
+      }
+      if (!wrapupPayload.wrapUpReason || wrapupPayload.wrapUpReason.length === 0) {
+        throw new Error('WrapUpReason is required');
+      }
+
+      const response = await this.contact.wrapup({
+        interactionId: this.data.interactionId,
+        data: wrapupPayload,
+      });
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_WRAPUP_SUCCESS,
+        {
+          taskId: this.data.interactionId,
+          wrapUpCode: wrapupPayload.auxCodeId,
+          wrapUpReason: wrapupPayload.wrapUpReason,
+          ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+
+      return response;
+    } catch (error) {
+      const {error: detailedError} = getErrorDetails(error, 'wrapup', CC_FILE);
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_WRAPUP_FAILED,
+        {
+          taskId: this.data.interactionId,
+          wrapUpCode: wrapupPayload.auxCodeId,
+          wrapUpReason: wrapupPayload.wrapUpReason,
+          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(
+            (error as any).details || {}
+          ),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+      throw detailedError;
+    }
+  }
+}