@webex/contact-center 3.12.0-next.72 → 3.12.0-next.74

package/src/services/config/types.ts

@@ -65,6 +65,8 @@ 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 +83,8 @@ 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 +95,10 @@ 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 */
@@ -123,6 +131,14 @@ export const CC_TASK_EVENTS = {
   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;
 
 /**
@@ -189,6 +205,15 @@ 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
@@ -288,6 +313,31 @@ export type AgentResponse = {
  * 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.
    */
@@ -328,6 +378,11 @@ export type DesktopProfileResponse = {
    */
   autoWrapUp: boolean;
 
+  /**
+   * Whether the agent personal greeting is enabled.
+   */
+  agentPersonalGreeting: boolean;
+
   /**
    * Auto answer allowed.
    */
@@ -348,6 +403,36 @@ export type DesktopProfileResponse = {
    */
   allowAutoWrapUpExtension: boolean;
 
+  /**
+   * Access control for queues assigned to the agent (ALL or SPECIFIC).
+   */
+  accessQueue: string;
+
+  /**
+   * Queue identifiers available to the agent when access is SPECIFIC.
+   */
+  queues: string[];
+
+  /**
+   * Access control for entry points assigned to the agent.
+   */
+  accessEntryPoint: string;
+
+  /**
+   * Entry point identifiers available to the agent when access is SPECIFIC.
+   */
+  entryPoints: string[];
+
+  /**
+   * Access control for buddy teams assigned to the agent.
+   */
+  accessBuddyTeam: string;
+
+  /**
+   * Buddy team identifiers available to the agent when access is SPECIFIC.
+   */
+  buddyTeams: string[];
+
   /**
    * Outdial enabled for the agent.
    */
@@ -391,6 +476,11 @@ export type DesktopProfileResponse = {
    */
   agentDNValidation: string;
 
+  /**
+   * Additional DN validation criteria configured for the agent.
+   */
+  agentDNValidationCriterions: string[];
+
   /**
    * Dial plans of the agent.
    */
@@ -425,6 +515,31 @@ 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;
 };
 
 /**
@@ -871,15 +986,6 @@ 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
@@ -1052,7 +1158,7 @@ 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 */

package/src/services/core/Utils.ts

@@ -4,10 +4,14 @@ import {Failure, AugmentedError} from './GlobalTypes';
 import LoggerProxy from '../../logger-proxy';
 import WebexRequest from './WebexRequest';
 import {
+  ConsultConferenceData,
+  consultConferencePayloadData,
+  ConsultTransferDestinationType,
   TaskData,
-  ConsultTransferPayLoad,
   CONSULT_TRANSFER_DESTINATION_TYPE,
+  DESTINATION_TYPE,
   Interaction,
+  InteractionParticipant,
 } from '../task/types';
 import {PARTICIPANT_TYPES, STATE_CONSULT} from './constants';
 import {DialPlan} from '../config/types';
@@ -27,28 +31,6 @@ const getCommonErrorDetails = (errObj: WebexRequestPayload) => {
   };
 };
 
-/**
- * Checks if the destination type represents an entry point variant (EPDN or ENTRYPOINT).
- */
-const isEntryPointOrEpdn = (destAgentType?: string): boolean => {
-  return destAgentType === 'EPDN' || destAgentType === 'ENTRYPOINT';
-};
-
-/**
- * Determines if the task involves dialing a number based on the destination type.
- * Returns 'DIAL_NUMBER' for dial-related destinations, empty string otherwise.
- */
-const getAgentActionTypeFromTask = (taskData?: TaskData): 'DIAL_NUMBER' | '' => {
-  const destAgentType = taskData?.destinationType;
-
-  // Check if destination requires dialing: direct dial number or entry point variants
-  const isDialNumber = destAgentType === 'DN';
-  const isEntryPointVariant = isEntryPointOrEpdn(destAgentType);
-
-  // If the destination type is a dial number or an entry point variant, return 'DIAL_NUMBER'
-  return isDialNumber || isEntryPointVariant ? 'DIAL_NUMBER' : '';
-};
-
 /**
  * Strips characters defined in the dial plan entry from the input string.
  *
@@ -278,6 +260,7 @@ export const createErrDetailsObject = (errObj: WebexRequestPayload) => {
   return new Err.Details('Service.reqs.generic.failure', details);
 };
 
+/*
 /**
  * Gets the consulted agent ID from the media object by finding the agent
  * in the consult media participants (excluding the current agent).
@@ -356,9 +339,16 @@ export const calculateDestAgentId = (interaction: Interaction, agentId: string):
     return destAgentIdCBT;
   }
 
-  return interaction.participants[consultingAgent]?.type === PARTICIPANT_TYPES.EP_DN
-    ? interaction.participants[consultingAgent]?.epId
-    : interaction.participants[consultingAgent]?.id;
+  const participant = interaction.participants[consultingAgent];
+  if (!participant) {
+    return '';
+  }
+
+  if (participant.type === PARTICIPANT_TYPES.EP_DN) {
+    return (participant as InteractionParticipant & {epId?: string}).epId ?? '';
+  }
+
+  return participant.id ?? '';
 };
 
 /**
@@ -393,16 +383,77 @@ export const calculateDestType = (interaction: Interaction, agentId: string): st
   return CONSULT_TRANSFER_DESTINATION_TYPE.AGENT;
 };
 
+/**
+ * Gets the destination agent ID from participants.
+ * Finds a participant who is not the current agent and is an agent type.
+ *
+ * @param participants - The participants object from interaction
+ * @param agentId - The current agent's ID
+ * @returns The destination agent ID, or undefined if none found
+ */
+export const buildConsultConferenceParamData = (
+  dataPassed: consultConferencePayloadData,
+  interactionIdPassed: string
+): {interactionId: string; data: ConsultConferenceData} => {
+  const data: ConsultConferenceData = {
+    ...('agentId' in dataPassed && {agentId: dataPassed.agentId}),
+    to: dataPassed.destAgentId,
+    destinationType: '',
+  };
+
+  if ('destinationType' in dataPassed) {
+    const destinationType = String(dataPassed.destinationType || '').trim();
+    const normalizedDestinationType = destinationType.toUpperCase().replace(/[-_\s]/g, '');
+
+    if (normalizedDestinationType === 'DN' || normalizedDestinationType === 'DIALNUMBER') {
+      data.destinationType = DESTINATION_TYPE.DIALNUMBER;
+    } else if (normalizedDestinationType === 'EPDN' || normalizedDestinationType === 'ENTRYPOINT') {
+      data.destinationType = DESTINATION_TYPE.ENTRYPOINT;
+    } else if (normalizedDestinationType === 'QUEUE') {
+      data.destinationType = DESTINATION_TYPE.QUEUE;
+    } else if (normalizedDestinationType === 'AGENT') {
+      data.destinationType = DESTINATION_TYPE.AGENT;
+    } else {
+      data.destinationType = destinationType as ConsultConferenceData['destinationType'];
+    }
+  } else {
+    data.destinationType = DESTINATION_TYPE.AGENT;
+  }
+
+  return {
+    interactionId: interactionIdPassed,
+    data,
+  };
+};
+
+/**
+ * Derives the consult transfer destination type based on task data.
+ * This function determines the appropriate destination type for a consult transfer
+ * by examining the destination type stored in the task data.
+ *
+ * @param taskData - The task data containing destination information
+ * @returns The derived consult transfer destination type
+ * @public
+ */
 export const deriveConsultTransferDestinationType = (
-  taskData?: TaskData
-): ConsultTransferPayLoad['destinationType'] => {
-  const agentActionType = getAgentActionTypeFromTask(taskData);
-
-  if (agentActionType === 'DIAL_NUMBER') {
-    return isEntryPointOrEpdn(taskData?.destinationType)
-      ? CONSULT_TRANSFER_DESTINATION_TYPE.ENTRYPOINT
-      : CONSULT_TRANSFER_DESTINATION_TYPE.DIALNUMBER;
+  taskData: TaskData
+): ConsultTransferDestinationType => {
+  const destType = taskData?.destinationType;
+  const normalizedDestType = String(destType || '')
+    .toUpperCase()
+    .replace(/[-_\s]/g, '');
+
+  // Map destination types to consult transfer destination types
+  if (normalizedDestType === 'DN' || normalizedDestType === 'DIALNUMBER') {
+    return CONSULT_TRANSFER_DESTINATION_TYPE.DIALNUMBER;
+  }
+  if (normalizedDestType === 'EPDN' || normalizedDestType === 'ENTRYPOINT') {
+    return CONSULT_TRANSFER_DESTINATION_TYPE.ENTRYPOINT;
+  }
+  if (normalizedDestType === 'QUEUE') {
+    return CONSULT_TRANSFER_DESTINATION_TYPE.QUEUE;
   }
 
+  // Default to agent if no specific type matches
   return CONSULT_TRANSFER_DESTINATION_TYPE.AGENT;
 };