@webex/contact-center 3.12.0-next.73 → 3.12.0-next.74

package/dist/services/task/TaskManager.js

@@ -12,11 +12,15 @@ var _constants2 = require("./constants");
 var _types2 = require("../config/types");
 var _types3 = require("../../types");
 var _loggerProxy = _interopRequireDefault(require("../../logger-proxy"));
-var _ = _interopRequireDefault(require("."));
-var _MetricsManager = _interopRequireDefault(require("../../metrics/MetricsManager"));
-var _constants3 = require("../../metrics/constants");
 var _TaskUtils = require("./TaskUtils");
+var _TaskFactory = _interopRequireDefault(require("./TaskFactory"));
+var _WebRTC = _interopRequireDefault(require("./voice/WebRTC"));
+var _stateMachine = require("./state-machine");
+var _taskDataNormalizer = require("./taskDataNormalizer");
 function _interopRequireDefault(e) { return e && e.__esModule ? e : { default: e }; }
+const CC_EVENT_SET = new Set(Object.values(_types2.CC_EVENTS));
+const isCcEvent = value => CC_EVENT_SET.has(value);
+
 /** @internal */
 class TaskManager extends _events.default {
   /**
@@ -25,46 +29,30 @@ class TaskManager extends _events.default {
    * @private
    */
 
+  // eslint-disable-next-line no-use-before-define
+
   /**
    * @param contact - Routing Contact layer. Talks to AQMReq layer to convert events to promises
    * @param webCallingService - Webrtc Service Layer
    * @param webSocketManager - Websocket Manager to maintain websocket connection and keepalives
    */
-  constructor(apiAIAssistant, contact, webCallingService, webSocketManager) {
+  constructor(apiAIAssistant, contact, webCallingService, webSocketManager, rtdWebSocketManager) {
     super();
     this.apiAIAssistant = apiAIAssistant;
     this.contact = contact;
-    this.taskCollection = {};
     this.webCallingService = webCallingService;
     this.webSocketManager = webSocketManager;
-    this.metricsManager = _MetricsManager.default.getInstance();
+    this.rtdWebSocketManager = rtdWebSocketManager;
+    this.taskCollection = {};
+    this.webRtcEnabled = false;
     this.registerTaskListeners();
     this.registerIncomingCallEvent();
   }
-  setWrapupData(wrapupData) {
-    this.wrapupData = wrapupData;
-  }
-  setAgentId(agentId) {
-    this.agentId = agentId;
-  }
-
-  /**
-   * Gets the current agent ID
-   * @returns {string} The agent ID set for this task manager instance
-   * @public
-   */
-  getAgentId() {
-    return this.agentId;
-  }
-  setWebRtcEnabled(webRtcEnabled) {
-    this.webRtcEnabled = webRtcEnabled;
-  }
   handleRealtimeWebsocketEvent(event) {
     try {
       const payload = JSON.parse(event);
-      const eventType = payload?.type || payload?.data?.notifType;
       const interactionId = payload?.data?.data?.conversationId;
-      if (!eventType || !interactionId) return;
+      if (!interactionId) return;
       const task = this.taskCollection[interactionId];
       if (!task) {
         _loggerProxy.default.info(`Realtime transcription task not found`, {
@@ -74,7 +62,12 @@ class TaskManager extends _events.default {
         });
         return;
       }
-      task.emit(eventType, payload.data);
+      switch (payload.type) {
+        case _types2.CC_EVENTS.REAL_TIME_TRANSCRIPTION:
+        case _types2.CC_EVENTS.SUGGESTED_RESPONSE:
+          task.emit(payload.type, payload.data);
+          break;
+      }
     } catch (error) {
       _loggerProxy.default.error('Failed to parse RTD WebSocket message', {
         module: _constants.TASK_MANAGER_FILE,
@@ -83,6 +76,39 @@ class TaskManager extends _events.default {
       });
     }
   }
+
+  /**
+   * Set config flags for task creation
+   */
+  setConfigFlags(configFlags) {
+    this.configFlags = configFlags;
+  }
+
+  /**
+   * Set wrapup configuration data
+   */
+  setWrapupData(wrapupData) {
+    this.wrapupData = wrapupData;
+  }
+
+  /**
+   * Set agent ID for task operations
+   */
+  setAgentId(agentId) {
+    this.agentId = agentId;
+  }
+
+  /**
+   * Gets the current agent ID
+   * @returns {string} The agent ID set for this task manager instance
+   * @public
+   */
+  getAgentId() {
+    return this.agentId;
+  }
+  setWebRtcEnabled(webRtcEnabled) {
+    this.webRtcEnabled = webRtcEnabled;
+  }
   handleIncomingWebCall = call => {
     const currentTask = Object.values(this.taskCollection).find(task => task.data.interaction.mediaType === 'telephony' && !(0, _TaskUtils.isCampaignPreviewReservation)(task));
     if (currentTask) {
@@ -92,7 +118,12 @@ class TaskManager extends _events.default {
         method: _constants2.METHODS.HANDLE_INCOMING_WEB_CALL,
         interactionId: currentTask.data.interactionId
       });
-      this.emit(_types.TASK_EVENTS.TASK_INCOMING, currentTask);
+
+      // Send TASK_INCOMING to state machine - it will emit on the task object
+      const eventPayload = TaskManager.mapEventToTaskStateMachineEvent(_types2.CC_EVENTS.AGENT_CONTACT_RESERVED, currentTask.data);
+      if (eventPayload && currentTask) {
+        currentTask.sendStateMachineEvent(eventPayload);
+      }
     }
     this.call = call;
   };
@@ -102,554 +133,637 @@ class TaskManager extends _events.default {
   unregisterIncomingCallEvent() {
     this.webCallingService.off(_calling.LINE_EVENTS.INCOMING_CALL, this.handleIncomingWebCall);
   }
+
+  /**
+   * Map WebSocket CC_EVENTS to state machine TaskEvent
+   * @param ccEvent - The CC_EVENT type from WebSocket
+   * @param payload - The event payload
+   * @param agentId - Optional agent ID for state detection (needed for HYDRATE)
+   * @returns TaskEventPayload for state machine or null if no mapping
+   */
+  static mapEventToTaskStateMachineEvent(ccEvent, payload, agentId) {
+    const mediaResourceId = payload.mediaResourceId || payload.interaction?.media?.[payload.interactionId]?.mediaResourceId;
+    switch (ccEvent) {
+      // CC -> TaskEvent mappings (see TaskStateMachine comment for quick reference)
+      case _types2.CC_EVENTS.AGENT_CONTACT_RESERVED:
+        // AgentContactReserved -> TASK_INCOMING
+        if ((0, _TaskUtils.isCampaignPreviewTask)(payload)) {
+          return {
+            type: _stateMachine.TaskEvent.TASK_INCOMING,
+            taskData: payload,
+            isCampaignReservationAccept: true
+          };
+        }
+        return {
+          type: _stateMachine.TaskEvent.TASK_INCOMING,
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.AGENT_OFFER_CAMPAIGN_RESERVATION:
+        // -> TASK_INCOMING (campaign branch via guard)
+        return {
+          type: _stateMachine.TaskEvent.TASK_INCOMING,
+          taskData: payload,
+          isCampaignReservationAccept: true
+        };
+      case _types2.CC_EVENTS.AGENT_OFFER_CONTACT:
+        // AgentOfferContact -> TASK_OFFERED
+        return {
+          type: _stateMachine.TaskEvent.TASK_OFFERED,
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.AGENT_CONTACT:
+        // AgentContact -> HYDRATE
+        // Include agentId for state detection (e.g., checking isWrapUp in participant data)
+        return {
+          type: _stateMachine.TaskEvent.HYDRATE,
+          taskData: payload,
+          agentId
+        };
+      case _types2.CC_EVENTS.CONTACT_UPDATED:
+        return {
+          type: _stateMachine.TaskEvent.CONTACT_UPDATED,
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.CONTACT_OWNER_CHANGED:
+        return {
+          type: _stateMachine.TaskEvent.CONTACT_OWNER_CHANGED,
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.AGENT_OFFER_CONSULT:
+        // AgentOfferConsult -> OFFER_CONSULT
+        return {
+          type: _stateMachine.TaskEvent.OFFER_CONSULT,
+          taskData: {
+            ...payload,
+            isConsulted: true
+          }
+        };
+      case _types2.CC_EVENTS.AGENT_CONTACT_ASSIGNED:
+        // AgentContactAssigned -> ASSIGN
+        return {
+          type: _stateMachine.TaskEvent.ASSIGN,
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.AGENT_CONTACT_HELD:
+        return {
+          type: _stateMachine.TaskEvent.HOLD_SUCCESS,
+          mediaResourceId: mediaResourceId || '',
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.AGENT_CONTACT_UNHELD:
+        return {
+          type: _stateMachine.TaskEvent.UNHOLD_SUCCESS,
+          mediaResourceId: mediaResourceId || '',
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.AGENT_CONSULT_CREATED:
+        return {
+          type: _stateMachine.TaskEvent.CONSULT_CREATED,
+          taskData: {
+            ...payload,
+            isConsulted: false
+          }
+        };
+      case _types2.CC_EVENTS.AGENT_CONSULTING:
+        // AgentConsulting -> CONSULTING_ACTIVE
+        // use context to figure out if it's the initiator or receiver using consultInitiator from context
+        return {
+          type: _stateMachine.TaskEvent.CONSULTING_ACTIVE,
+          consultDestinationAgentJoined: true,
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.AGENT_CONSULT_ENDED:
+        // AgentConsultEnded -> CONSULT_END
+        return {
+          type: _stateMachine.TaskEvent.CONSULT_END,
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.AGENT_CONSULT_FAILED:
+      case _types2.CC_EVENTS.AGENT_CTQ_FAILED:
+        return {
+          type: _stateMachine.TaskEvent.CONSULT_FAILED,
+          reason: payload.reason,
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.AGENT_CTQ_CANCELLED:
+        return {
+          type: _stateMachine.TaskEvent.CTQ_CANCEL,
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.AGENT_CTQ_CANCEL_FAILED:
+        return {
+          type: _stateMachine.TaskEvent.CTQ_CANCEL_FAILED,
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.AGENT_BLIND_TRANSFERRED: // AgentBlindTransferred -> TRANSFER_SUCCESS
+      case _types2.CC_EVENTS.AGENT_CONSULT_TRANSFERRED: // AgentConsultTransferred -> TRANSFER_SUCCESS
+      case _types2.CC_EVENTS.AGENT_VTEAM_TRANSFERRED:
+        // AgentVTeamTransferred -> TRANSFER_SUCCESS
+        return {
+          type: _stateMachine.TaskEvent.TRANSFER_SUCCESS,
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.AGENT_WRAPUP:
+        return {
+          type: _stateMachine.TaskEvent.TASK_WRAPUP,
+          taskData: {
+            ...payload,
+            wrapUpRequired: true
+          }
+        };
+      case _types2.CC_EVENTS.AGENT_CONTACT_UNASSIGNED:
+        return null;
+      // Add WRAPUP if needed
+
+      case _types2.CC_EVENTS.AGENT_BLIND_TRANSFER_FAILED:
+      case _types2.CC_EVENTS.AGENT_VTEAM_TRANSFER_FAILED:
+      case _types2.CC_EVENTS.AGENT_CONSULT_TRANSFER_FAILED:
+      case _types2.CC_EVENTS.AGENT_CONFERENCE_TRANSFER_FAILED:
+        return {
+          type: _stateMachine.TaskEvent.TRANSFER_FAILED,
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.CONTACT_ENDED:
+        return {
+          type: _stateMachine.TaskEvent.CONTACT_ENDED,
+          taskData: {
+            ...payload,
+            wrapUpRequired: (0, _TaskUtils.isCampaignPreviewTask)(payload) ? false : payload.agentsPendingWrapUp?.includes(agentId || '') || false
+          }
+        };
+      case _types2.CC_EVENTS.AGENT_INVITE_FAILED:
+        return {
+          type: _stateMachine.TaskEvent.INVITE_FAILED,
+          reason: payload.reason
+        };
+      case _types2.CC_EVENTS.AGENT_CONTACT_ASSIGN_FAILED:
+        return {
+          type: _stateMachine.TaskEvent.ASSIGN_FAILED,
+          reason: payload.reason
+        };
+      case _types2.CC_EVENTS.AGENT_CONTACT_OFFER_RONA:
+        return {
+          type: _stateMachine.TaskEvent.RONA,
+          taskData: payload,
+          reason: payload.reason
+        };
+      case _types2.CC_EVENTS.AGENT_OUTBOUND_FAILED:
+        return {
+          type: _stateMachine.TaskEvent.OUTBOUND_FAILED,
+          taskData: payload,
+          reason: payload.reason
+        };
+      case _types2.CC_EVENTS.CAMPAIGN_PREVIEW_ACCEPT_FAILED:
+        return {
+          type: _stateMachine.TaskEvent.CAMPAIGN_PREVIEW_ACCEPT_FAILED,
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.CAMPAIGN_PREVIEW_SKIP_FAILED:
+        return {
+          type: _stateMachine.TaskEvent.CAMPAIGN_PREVIEW_SKIP_FAILED,
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.CAMPAIGN_PREVIEW_REMOVE_FAILED:
+        return {
+          type: _stateMachine.TaskEvent.CAMPAIGN_PREVIEW_REMOVE_FAILED,
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.CONTACT_RECORDING_STARTED:
+        return {
+          type: _stateMachine.TaskEvent.RECORDING_STARTED,
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.CONTACT_RECORDING_PAUSED:
+        return {
+          type: _stateMachine.TaskEvent.PAUSE_RECORDING,
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.CONTACT_RECORDING_RESUMED:
+        return {
+          type: _stateMachine.TaskEvent.RESUME_RECORDING,
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.AGENT_WRAPPEDUP:
+        return {
+          type: _stateMachine.TaskEvent.WRAPUP_COMPLETE,
+          taskData: payload
+        };
+
+      // Conference events - these trigger state machine transition to CONFERENCING
+      case _types2.CC_EVENTS.AGENT_CONSULT_CONFERENCED:
+      case _types2.CC_EVENTS.AGENT_CONSULT_CONFERENCING:
+      case _types2.CC_EVENTS.PARTICIPANT_JOINED_CONFERENCE:
+        return {
+          type: _stateMachine.TaskEvent.CONFERENCE_START,
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.AGENT_CONSULT_CONFERENCE_FAILED:
+        return {
+          type: _stateMachine.TaskEvent.CONFERENCE_FAILED,
+          reason: payload.reason,
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.AGENT_CONSULT_CONFERENCE_ENDED:
+        return {
+          type: _stateMachine.TaskEvent.CONFERENCE_END,
+          taskData: payload
+        };
+      case _types2.CC_EVENTS.PARTICIPANT_LEFT_CONFERENCE:
+        return {
+          type: _stateMachine.TaskEvent.PARTICIPANT_LEAVE,
+          taskData: payload,
+          participantId: payload?.participantId
+        };
+      case _types2.CC_EVENTS.AGENT_CONFERENCE_TRANSFERRED:
+        return {
+          type: _stateMachine.TaskEvent.TRANSFER_CONFERENCE_SUCCESS,
+          taskData: payload
+        };
+      default:
+        // Not all events need state machine mapping
+        return null;
+    }
+  }
+
+  /**
+   * Register WebSocket message listeners for task events
+   *
+   * Main entry point that orchestrates event processing through a clear pipeline:
+   * 1. Parse and validate incoming WebSocket messages
+   * 2. Prepare event context with task and state machine mappings
+   * 3. Handle task lifecycle (creation, updates, collection management)
+   * 4. Send events to state machine (task-level transitions/emissions)
+   * 5. Cleanup is triggered via task events emitted by the state machine
+   *
+   * This architecture separates concerns:
+   * - TaskManager: Manages task collection lifecycle and operational concerns
+   * - State Machine: Manages individual task state and event emissions
+   */
   registerTaskListeners() {
     this.webSocketManager.on('message', event => {
-      const payload = JSON.parse(event);
-      // Re-emit the task events to the task object
-      let task;
-      if (payload.data?.type || payload.type) {
-        if (Object.values(_types2.CC_TASK_EVENTS).includes(payload.data.type || payload.type)) {
-          task = this.taskCollection[payload.data?.interactionId] || this.taskCollection[payload.data?.data?.conversationId];
-        }
-        _loggerProxy.default.info(`Handling task event ${payload.data?.type}`, {
-          module: _constants.TASK_MANAGER_FILE,
-          method: _constants2.METHODS.REGISTER_TASK_LISTENERS,
-          interactionId: payload.data?.interactionId
-        });
-        switch (payload.data.type) {
-          case _types2.CC_EVENTS.AGENT_CONTACT:
-            // Case1 : Task is already present in taskCollection
-            if (this.taskCollection[payload.data.interactionId]) {
-              _loggerProxy.default.log(`Got AGENT_CONTACT: Task already exists in collection`, {
-                module: _constants.TASK_MANAGER_FILE,
-                method: _constants2.METHODS.REGISTER_TASK_LISTENERS,
-                interactionId: payload.data.interactionId
-              });
-              break;
-            } else if (!this.taskCollection[payload.data.interactionId]) {
-              // Case2 : Task is not present in taskCollection
-              _loggerProxy.default.log(`Got AGENT_CONTACT : Creating new task in taskManager`, {
-                module: _constants.TASK_MANAGER_FILE,
-                method: _constants2.METHODS.REGISTER_TASK_LISTENERS,
-                interactionId: payload.data.interactionId
-              });
-
-              // Check if auto-answer should happen for this task
-              const shouldAutoAnswer = (0, _TaskUtils.shouldAutoAnswerTask)(payload.data, this.agentId, this.webCallingService.loginOption, this.webRtcEnabled);
-              task = new _.default(this.contact, this.webCallingService, {
-                ...payload.data,
-                wrapUpRequired: payload.data.interaction?.participants?.[this.agentId]?.isWrapUp || false,
-                isConferenceInProgress: (0, _TaskUtils.getIsConferenceInProgress)(payload.data),
-                isAutoAnswering: shouldAutoAnswer // Set flag before emitting
-              }, this.wrapupData, this.agentId);
-              this.taskCollection[payload.data.interactionId] = task;
-              // Condition 1: The state is=new i.e it is a incoming task
-              if (payload.data.interaction.state === 'new') {
-                _loggerProxy.default.log(`Got AGENT_CONTACT for a task with state=new, sending TASK_INCOMING event`, {
-                  module: _constants.TASK_MANAGER_FILE,
-                  method: _constants2.METHODS.REGISTER_TASK_LISTENERS,
-                  interactionId: payload.data.interactionId
-                });
-                this.emit(_types.TASK_EVENTS.TASK_INCOMING, task);
-              } else {
-                // Condition 2: The state is anything else i.e the task was connected
-                _loggerProxy.default.log(`Got AGENT_CONTACT for a task with state=${payload.data.interaction.state}, sending TASK_HYDRATE event`, {
-                  module: _constants.TASK_MANAGER_FILE,
-                  method: _constants2.METHODS.REGISTER_TASK_LISTENERS,
-                  interactionId: payload.data.interactionId
-                });
-                this.emit(_types.TASK_EVENTS.TASK_HYDRATE, task);
-              }
-            }
-            break;
-          case _types2.CC_EVENTS.AGENT_CONTACT_RESERVED:
-            {
-              // Check if auto-answer should happen for this task
-              const shouldAutoAnswerReserved = (0, _TaskUtils.shouldAutoAnswerTask)(payload.data, this.agentId, this.webCallingService.loginOption, this.webRtcEnabled);
-              task = new _.default(this.contact, this.webCallingService, {
-                ...payload.data,
-                isConsulted: false,
-                isAutoAnswering: shouldAutoAnswerReserved // Set flag before emitting
-              }, this.wrapupData, this.agentId);
-              this.taskCollection[payload.data.interactionId] = task;
-              if (this.webCallingService.loginOption !== _types3.LoginOption.BROWSER || task.data.interaction.mediaType !== _types.MEDIA_CHANNEL.TELEPHONY // for digital channels
-              ) {
-                this.emit(_types.TASK_EVENTS.TASK_INCOMING, task);
-              } else if (this.call) {
-                this.emit(_types.TASK_EVENTS.TASK_INCOMING, task);
-              }
-              break;
-            }
-          case _types2.CC_EVENTS.AGENT_OFFER_CONTACT:
-            // We don't have to emit any event here since this will be result of promise.
-            task = this.updateTaskData(task, payload.data);
-            _loggerProxy.default.log(`Agent offer contact received for task`, {
-              module: _constants.TASK_MANAGER_FILE,
-              method: _constants2.METHODS.REGISTER_TASK_LISTENERS,
-              interactionId: payload.data?.interactionId
-            });
-            this.emit(_types.TASK_EVENTS.TASK_OFFER_CONTACT, task);
-
-            // Handle auto-answer for offer contact
-            this.handleAutoAnswer(task);
-            break;
-          case _types2.CC_EVENTS.AGENT_OUTBOUND_FAILED:
-            if (task) {
-              task = this.updateTaskData(task, payload.data);
-              this.metricsManager.trackEvent(_constants3.METRIC_EVENT_NAMES.TASK_OUTDIAL_FAILED, {
-                ..._MetricsManager.default.getCommonTrackingFieldForAQMResponse(payload.data),
-                taskId: payload.data.interactionId,
-                reason: payload.data.reasonCode || payload.data.reason
-              }, ['behavioral', 'operational']);
-              _loggerProxy.default.log(`Agent outbound failed for task`, {
-                module: _constants.TASK_MANAGER_FILE,
-                method: _constants2.METHODS.REGISTER_TASK_LISTENERS,
-                interactionId: payload.data.interactionId
-              });
-              task.emit(_types.TASK_EVENTS.TASK_OUTDIAL_FAILED, payload.data.reason ?? 'UNKNOWN_REASON');
-            }
-            break;
-          case _types2.CC_EVENTS.AGENT_CONTACT_ASSIGNED:
-            // When a campaign preview contact is accepted, the assigned event may arrive
-            // with a new interactionId while the task is stored under the original
-            // reservationInteractionId. Fall back to that key so the task is found.
-            if (!task && payload.data.reservationInteractionId) {
-              task = this.taskCollection[payload.data.reservationInteractionId];
-              if (task) {
-                // Re-key the task under the new interaction ID and remove the old entry
-                delete this.taskCollection[payload.data.reservationInteractionId];
-                this.taskCollection[payload.data.interactionId] = task;
-              }
-            }
-            if (task) {
-              task = this.updateTaskData(task, payload.data);
-              task.emit(_types.TASK_EVENTS.TASK_ASSIGNED, task);
-            }
-            // We emit the event to the task manager to send the task data to the instance without mobius registration in case of multi login with desktop login
-            this.emit(_types.TASK_EVENTS.TASK_MULTI_LOGIN_HYDRATE, task);
-            break;
-          case _types2.CC_EVENTS.AGENT_CONTACT_UNASSIGNED:
-            task = this.updateTaskData(task, {
-              ...payload.data,
-              wrapUpRequired: true
-            });
-            task.emit(_types.TASK_EVENTS.TASK_END, task);
-            break;
-          case _types2.CC_EVENTS.AGENT_CONTACT_OFFER_RONA:
-          case _types2.CC_EVENTS.AGENT_CONTACT_ASSIGN_FAILED:
-          case _types2.CC_EVENTS.AGENT_INVITE_FAILED:
-            {
-              _loggerProxy.default.info(`Task removal triggered by ${payload.data.type}`, {
-                module: _constants.TASK_MANAGER_FILE,
-                method: _constants2.METHODS.REGISTER_TASK_LISTENERS,
-                interactionId: payload.data.interactionId
-              });
-              task = this.updateTaskData(task, payload.data);
-              const eventTypeToMetricMap = {
-                [_types2.CC_EVENTS.AGENT_CONTACT_ASSIGN_FAILED]: 'AGENT_CONTACT_ASSIGN_FAILED',
-                [_types2.CC_EVENTS.AGENT_INVITE_FAILED]: 'AGENT_INVITE_FAILED'
-              };
-              const metricEventName = eventTypeToMetricMap[payload.data.type] || 'AGENT_RONA';
-              this.metricsManager.trackEvent(_constants3.METRIC_EVENT_NAMES[metricEventName], {
-                ..._MetricsManager.default.getCommonTrackingFieldForAQMResponse(payload.data),
-                taskId: payload.data.interactionId,
-                reason: payload.data.reason
-              }, ['behavioral', 'operational']);
-              this.handleTaskCleanup(task);
-              task.emit(_types.TASK_EVENTS.TASK_REJECT, payload.data.reason);
-              break;
-            }
-          case _types2.CC_EVENTS.CONTACT_ENDED:
-            // Update task data.
-            if (task) {
-              _loggerProxy.default.info(`Contact ended for interaction`, {
-                module: _constants.TASK_MANAGER_FILE,
-                method: _constants2.METHODS.REGISTER_TASK_LISTENERS,
-                interactionId: payload.data.interactionId
-              });
-
-              // Campaign preview tasks should never trigger wrapup on ContactEnded —
-              // they are terminal cleanup events. For all other tasks, derive
-              // wrapUpRequired from agentsPendingWrapUp as before.
-              const CAMPAIGN_OUTBOUND_TYPES = ['STANDARD_PREVIEW_CAMPAIGN', 'DIRECT_PREVIEW_CAMPAIGN'];
-              const isCampaignPreview = CAMPAIGN_OUTBOUND_TYPES.includes(task.data?.interaction?.outboundType ?? '');
-              const wrapUpRequired = isCampaignPreview ? false : payload.data.agentsPendingWrapUp?.includes(this.agentId) || false;
-              task = this.updateTaskData(task, {
-                ...payload.data,
-                wrapUpRequired
-              });
-
-              // Handle cleanup based on whether task should be deleted
-              this.handleTaskCleanup(task);
-              task?.emit(_types.TASK_EVENTS.TASK_END, task);
-            }
-            break;
-          case _types2.CC_EVENTS.CAMPAIGN_CONTACT_UPDATED:
-            {
-              // CampaignContactUpdated is a non-terminal event (e.g., next contact after skip/remove).
-              // Update the task data and emit an event so consumers can react to the updated contact.
-              // Do NOT remove the task or emit TASK_END — cleanup is handled by CONTACT_ENDED.
-              if (task) {
-                // Carry forward campaign preview fields from existing task data since the updated
-                // contact payload may not include them, and reconcileData would delete them.
-                const existingCpd = task.data?.interaction?.callProcessingDetails;
-                const updatedData = {
-                  ...payload.data
-                };
-                if (existingCpd) {
-                  const campaignFields = {
-                    ...(existingCpd.campaignPreviewAutoAction && {
-                      campaignPreviewAutoAction: existingCpd.campaignPreviewAutoAction
-                    }),
-                    ...(existingCpd.campaignPreviewOfferTimeout && {
-                      campaignPreviewOfferTimeout: existingCpd.campaignPreviewOfferTimeout
-                    }),
-                    ...(existingCpd.campaignPreviewSkipDisabled && {
-                      campaignPreviewSkipDisabled: existingCpd.campaignPreviewSkipDisabled
-                    }),
-                    ...(existingCpd.campaignPreviewRemoveDisabled && {
-                      campaignPreviewRemoveDisabled: existingCpd.campaignPreviewRemoveDisabled
-                    })
-                  };
-                  if (!updatedData.interaction) {
-                    updatedData.interaction = {};
-                  }
-                  updatedData.interaction = {
-                    ...updatedData.interaction,
-                    callProcessingDetails: {
-                      ...campaignFields,
-                      ...(updatedData.interaction.callProcessingDetails || {})
-                    }
-                  };
-                }
-                _loggerProxy.default.log('Campaign contact updated - carrying forward preview fields', {
-                  module: _constants.TASK_MANAGER_FILE,
-                  method: _constants2.METHODS.REGISTER_TASK_LISTENERS,
-                  interactionId: payload.data.interactionId,
-                  data: {
-                    hasCpd: !!updatedData.interaction?.callProcessingDetails,
-                    autoAction: updatedData.interaction?.callProcessingDetails?.campaignPreviewAutoAction,
-                    skipDisabled: updatedData.interaction?.callProcessingDetails?.campaignPreviewSkipDisabled,
-                    removeDisabled: updatedData.interaction?.callProcessingDetails?.campaignPreviewRemoveDisabled
-                  }
-                });
-                task = this.updateTaskData(task, updatedData);
-                task.emit(_types.TASK_EVENTS.TASK_CAMPAIGN_CONTACT_UPDATED, task);
-              }
-              break;
-            }
-          case _types2.CC_EVENTS.CAMPAIGN_PREVIEW_ACCEPT_FAILED:
-            if (task) {
-              // Failure payloads are sparse (no interaction field). Spread existing
-              // task data first so reconcileData doesn't delete interaction/cpd.
-              task = this.updateTaskData(task, {
-                ...task.data,
-                ...payload.data
-              });
-              task.emit(_types.TASK_EVENTS.TASK_CAMPAIGN_PREVIEW_ACCEPT_FAILED, task);
-            }
-            break;
-          case _types2.CC_EVENTS.CAMPAIGN_PREVIEW_SKIP_FAILED:
-            if (task) {
-              task = this.updateTaskData(task, {
-                ...task.data,
-                ...payload.data
-              });
-              task.emit(_types.TASK_EVENTS.TASK_CAMPAIGN_PREVIEW_SKIP_FAILED, task);
-            }
-            break;
-          case _types2.CC_EVENTS.CAMPAIGN_PREVIEW_REMOVE_FAILED:
-            if (task) {
-              task = this.updateTaskData(task, {
-                ...task.data,
-                ...payload.data
-              });
-              task.emit(_types.TASK_EVENTS.TASK_CAMPAIGN_PREVIEW_REMOVE_FAILED, task);
-            }
-            break;
-          case _types2.CC_EVENTS.CONTACT_MERGED:
-            task = this.handleContactMerged(task, payload.data);
-            break;
-          case _types2.CC_EVENTS.AGENT_CONTACT_HELD:
-            // As soon as the main interaction is held, we need to emit TASK_HOLD
-            task = this.updateTaskData(task, payload.data);
-            task.emit(_types.TASK_EVENTS.TASK_HOLD, task);
-            break;
-          case _types2.CC_EVENTS.AGENT_CONTACT_UNHELD:
-            // As soon as the main interaction is unheld, we need to emit TASK_RESUME
-            task = this.updateTaskData(task, payload.data);
-            task.emit(_types.TASK_EVENTS.TASK_RESUME, task);
-            break;
-          case _types2.CC_EVENTS.AGENT_VTEAM_TRANSFERRED:
-            task = this.updateTaskData(task, {
-              ...payload.data,
-              wrapUpRequired: true
-            });
-            task.emit(_types.TASK_EVENTS.TASK_END, task);
-            break;
-          case _types2.CC_EVENTS.AGENT_CTQ_CANCEL_FAILED:
-            task = this.updateTaskData(task, payload.data);
-            task.emit(_types.TASK_EVENTS.TASK_CONSULT_QUEUE_FAILED, task);
-            break;
-          case _types2.CC_EVENTS.AGENT_CONSULT_CREATED:
-            // Received when self agent initiates a consult
-            task = this.updateTaskData(task, {
-              ...payload.data,
-              isConsulted: false // This ensures that the task consult status is always reset
-            });
-            task.emit(_types.TASK_EVENTS.TASK_CONSULT_CREATED, task);
-            break;
-          case _types2.CC_EVENTS.AGENT_OFFER_CONSULT:
-            // Received when other agent sends us a consult offer
-            task = this.updateTaskData(task, {
-              ...payload.data,
-              isConsulted: true // This ensures that the task is marked as us being requested for a consult
-            });
-            task.emit(_types.TASK_EVENTS.TASK_OFFER_CONSULT, task);
-
-            // Handle auto-answer for consult offer
-            this.handleAutoAnswer(task);
-            break;
-          case _types2.CC_EVENTS.AGENT_CONSULTING:
-            // Received when agent is in an active consult state
-            // TODO: Check if we can use backend consult state instead of isConsulted
-            task = this.updateTaskData(task, payload.data);
-            if (task.data.isConsulted) {
-              // Fire only if you are the agent who received the consult request
-              task.emit(_types.TASK_EVENTS.TASK_CONSULT_ACCEPTED, task);
-            } else {
-              // Fire only if you are the agent who initiated the consult
-              task.emit(_types.TASK_EVENTS.TASK_CONSULTING, task);
-            }
-            // Also hydrate multi-login listeners when consulting state is received.
-            this.emit(_types.TASK_EVENTS.TASK_MULTI_LOGIN_HYDRATE, task);
-            break;
-          case _types2.CC_EVENTS.AGENT_CONSULT_FAILED:
-            // This can only be received by the agent who initiated the consult.
-            // We need not emit any event here since this will be result of promise
-            task = this.updateTaskData(task, payload.data);
-            break;
-          case _types2.CC_EVENTS.AGENT_CONSULT_ENDED:
-            task = this.updateTaskData(task, payload.data);
-            if (task.data.isConsulted) {
-              // This will be the end state of the task as soon as we end the consult in case of
-              // us being offered a consult
-              this.removeTaskFromCollection(task);
-            }
-            task.emit(_types.TASK_EVENTS.TASK_CONSULT_END, task);
-            break;
-          case _types2.CC_EVENTS.AGENT_CTQ_CANCELLED:
-            // This event is received when the consult using queue is cancelled using API
-            task = this.updateTaskData(task, payload.data);
-            task.emit(_types.TASK_EVENTS.TASK_CONSULT_QUEUE_CANCELLED, task);
-            break;
-          case _types2.CC_EVENTS.AGENT_WRAPUP:
-            task = this.updateTaskData(task, {
-              ...payload.data,
-              wrapUpRequired: true
-            });
-            task.emit(_types.TASK_EVENTS.TASK_END, task);
-            break;
-          case _types2.CC_EVENTS.AGENT_WRAPPEDUP:
-            task.cancelAutoWrapupTimer();
-            this.removeTaskFromCollection(task);
-            task.emit(_types.TASK_EVENTS.TASK_WRAPPEDUP, task);
-            break;
-          case _types2.CC_EVENTS.CONTACT_RECORDING_PAUSED:
-            task = this.updateTaskData(task, payload.data);
-            task.emit(_types.TASK_EVENTS.TASK_RECORDING_PAUSED, task);
-            break;
-          case _types2.CC_EVENTS.CONTACT_RECORDING_PAUSE_FAILED:
-            task = this.updateTaskData(task, payload.data);
-            task.emit(_types.TASK_EVENTS.TASK_RECORDING_PAUSE_FAILED, task);
-            break;
-          case _types2.CC_EVENTS.CONTACT_RECORDING_RESUMED:
-            task = this.updateTaskData(task, payload.data);
-            task.emit(_types.TASK_EVENTS.TASK_RECORDING_RESUMED, task);
-            break;
-          case _types2.CC_EVENTS.CONTACT_RECORDING_RESUME_FAILED:
-            task = this.updateTaskData(task, payload.data);
-            task.emit(_types.TASK_EVENTS.TASK_RECORDING_RESUME_FAILED, task);
-            break;
-          case _types2.CC_EVENTS.AGENT_CONSULT_CONFERENCING:
-            // Conference is being established - update task state and emit establishing event
-            task = this.updateTaskData(task, payload.data);
-            task.emit(_types.TASK_EVENTS.TASK_CONFERENCE_ESTABLISHING, task);
-            break;
-          case _types2.CC_EVENTS.AGENT_CONSULT_CONFERENCED:
-            // Conference started successfully - update task state and emit event
-            task = this.updateTaskData(task, payload.data);
-            task.emit(_types.TASK_EVENTS.TASK_CONFERENCE_STARTED, task);
-            break;
-          case _types2.CC_EVENTS.AGENT_CONSULT_CONFERENCE_FAILED:
-            // Conference failed - update task state and emit failure event
-            task = this.updateTaskData(task, payload.data);
-            task.emit(_types.TASK_EVENTS.TASK_CONFERENCE_FAILED, task);
-            break;
-          case _types2.CC_EVENTS.AGENT_CONSULT_CONFERENCE_ENDED:
-            // Conference ended - update task state and emit event
-            task = this.updateTaskData(task, payload.data);
-            if (!task || (0, _TaskUtils.isPrimary)(task, this.agentId) || (0, _TaskUtils.isParticipantInMainInteraction)(task, this.agentId)) {
-              _loggerProxy.default.log('Primary or main interaction participant leaving conference');
-            } else {
-              this.removeTaskFromCollection(task);
-            }
-            task.emit(_types.TASK_EVENTS.TASK_CONFERENCE_ENDED, task);
-            break;
-          case _types2.CC_EVENTS.PARTICIPANT_JOINED_CONFERENCE:
-            {
-              task = this.updateTaskData(task, {
-                ...payload.data,
-                isConferenceInProgress: (0, _TaskUtils.getIsConferenceInProgress)(payload.data)
-              });
-              task.emit(_types.TASK_EVENTS.TASK_PARTICIPANT_JOINED, task);
-              break;
-            }
-          case _types2.CC_EVENTS.PARTICIPANT_LEFT_CONFERENCE:
-            {
-              // Conference ended - update task state and emit event
-
-              task = this.updateTaskData(task, {
-                ...payload.data,
-                isConferenceInProgress: (0, _TaskUtils.getIsConferenceInProgress)(payload.data)
-              });
-              if ((0, _TaskUtils.checkParticipantNotInInteraction)(task, this.agentId)) {
-                if ((0, _TaskUtils.isParticipantInMainInteraction)(task, this.agentId) || (0, _TaskUtils.isPrimary)(task, this.agentId)) {
-                  _loggerProxy.default.log('Primary or main interaction participant leaving conference');
-                } else {
-                  this.removeTaskFromCollection(task);
-                }
-              }
-              task.emit(_types.TASK_EVENTS.TASK_PARTICIPANT_LEFT, task);
-              break;
-            }
-          case _types2.CC_EVENTS.PARTICIPANT_LEFT_CONFERENCE_FAILED:
-            // Conference exit failed - update task state and emit failure event
-            task = this.updateTaskData(task, payload.data);
-            task.emit(_types.TASK_EVENTS.TASK_PARTICIPANT_LEFT_FAILED, task);
-            break;
-          case _types2.CC_EVENTS.AGENT_CONSULT_CONFERENCE_END_FAILED:
-            // Conference end failed - update task state with error details and emit failure event
-            task = this.updateTaskData(task, payload.data);
-            task.emit(_types.TASK_EVENTS.TASK_CONFERENCE_END_FAILED, task);
-            break;
-          case _types2.CC_EVENTS.AGENT_CONFERENCE_TRANSFERRED:
-            // Conference was transferred - update task state and emit transfer success event
-            // Note: Backend should provide hasLeft and wrapUpRequired status
-            task = this.updateTaskData(task, payload.data);
-            task.emit(_types.TASK_EVENTS.TASK_CONFERENCE_TRANSFERRED, task);
-            break;
-          case _types2.CC_EVENTS.AGENT_CONFERENCE_TRANSFER_FAILED:
-            // Conference transfer failed - update task state with error details and emit failure event
-            task = this.updateTaskData(task, payload.data);
-            task.emit(_types.TASK_EVENTS.TASK_CONFERENCE_TRANSFER_FAILED, task);
-            break;
-          case _types2.CC_EVENTS.PARTICIPANT_POST_CALL_ACTIVITY:
-            // Post-call activity for participant - update task state with activity details
-            task = this.updateTaskData(task, payload.data);
-            task.emit(_types.TASK_EVENTS.TASK_POST_CALL_ACTIVITY, task);
-            break;
-          case _types2.CC_EVENTS.AGENT_OFFER_CAMPAIGN_RESERVATION:
-            {
-              // Campaign preview contact offered to agent
-              // Create a task in the collection so subsequent events (e.g. AGENT_CONTACT_ASSIGNED
-              // after acceptPreviewContact) can find and update it.
-              // Emit TASK_CAMPAIGN_PREVIEW_RESERVATION instead of TASK_INCOMING so the call
-              // does not ring out to the customer before the agent explicitly accepts the preview contact.
-              _loggerProxy.default.log('Campaign preview reservation received', {
-                module: _constants.TASK_MANAGER_FILE,
-                method: _constants2.METHODS.REGISTER_TASK_LISTENERS,
-                interactionId: payload.data.interactionId
-              });
-              if (!this.taskCollection[payload.data.interactionId]) {
-                task = new _.default(this.contact, this.webCallingService, {
-                  ...payload.data,
-                  wrapUpRequired: false,
-                  isConferenceInProgress: false,
-                  isAutoAnswering: false
-                }, this.wrapupData, this.agentId);
-                this.taskCollection[payload.data.interactionId] = task;
-              } else {
-                task = this.updateTaskData(task, payload.data);
-              }
-              this.emit(_types.TASK_EVENTS.TASK_CAMPAIGN_PREVIEW_RESERVATION, task);
-              break;
-            }
-          default:
-            break;
-        }
-        if (task) {
-          task.emit(payload.data.type, payload.data);
-        }
-        const transcriptInteractionId = payload.data?.interactionId || payload.data?.data?.conversationId || task?.data?.interactionId;
-        if (_constants2.TRANSCRIPT_EVENT_MAP[payload.data.type] && transcriptInteractionId) {
-          this.requestRealTimeTranscripts(payload.data.type, transcriptInteractionId);
-        }
+      // Step 1: Parse and validate the message
+      const message = TaskManager.parseWebSocketMessage(event);
+      if (!message) return;
+
+      // Step 2: Prepare event context
+      const eventContext = this.prepareEventContext(message);
+      if (!eventContext) return;
+      const actions = this.handleTaskLifecycleEvent(eventContext);
+      const {
+        task
+      } = actions;
+      if (!task) return;
+      const {
+        payload,
+        stateMachineEvent
+      } = eventContext;
+
+      // Always keep task.data updated (even for mapped events) so consumers relying
+      // on TaskManager-managed task instances see the latest payload.
+      if (payload) {
+        this.updateTaskData(task, payload);
+      }
+
+      // Send event to state machine - this will trigger all TASK_EVENTS emissions
+      // including TASK_INCOMING which is now handled via the state machine callbacks
+      if (stateMachineEvent) {
+        task.sendStateMachineEvent(stateMachineEvent);
+      }
+
+      // Emit TASK_POST_CALL_ACTIVITY for ParticipantPostCallActivity events so
+      // consumers (Widgets) can detect the interaction state change to post_call.
+      if (eventContext.eventType === _types2.CC_EVENTS.PARTICIPANT_POST_CALL_ACTIVITY) {
+        task.emit(_types.TASK_EVENTS.TASK_POST_CALL_ACTIVITY, task);
       }
+
+      // Send transcript start/stop events for relevant CC events
+      this.requestRealTimeTranscripts(eventContext.eventType, payload.interactionId);
     });
   }
-  updateTaskData(task, taskData) {
-    if (!task) {
-      return undefined;
-    }
-    if (!taskData?.interactionId) {
-      _loggerProxy.default.warn('Received task update with missing interactionId', {
-        module: _constants.TASK_MANAGER_FILE,
-        method: _constants2.METHODS.UPDATE_TASK_DATA
-      });
-    }
+
+  /**
+   * Parse and validate WebSocket message
+   * @returns Parsed message or null if invalid/keepalive
+   */
+  static parseWebSocketMessage(event) {
     try {
-      const currentTask = task.updateTaskData(taskData);
-      this.taskCollection[taskData.interactionId] = currentTask;
-      return currentTask;
+      const payload = JSON.parse(event);
+
+      // Filter out keepalive messages
+      if (payload?.keepalive === 'true' || payload?.keepalive === true) {
+        return null;
+      }
+
+      // Normalize task data if present
+      if (payload?.data?.interaction) {
+        payload.data = (0, _taskDataNormalizer.normalizeTaskData)(payload.data);
+      }
+      return payload;
     } catch (error) {
-      _loggerProxy.default.error(`Failed to update task`, {
+      _loggerProxy.default.error('Failed to parse WebSocket message', {
         module: _constants.TASK_MANAGER_FILE,
-        method: _constants2.METHODS.UPDATE_TASK_DATA,
-        interactionId: taskData.interactionId
+        method: 'parseWebSocketMessage',
+        error
       });
-      return task;
+      return null;
     }
   }
 
   /**
-   * Handles CONTACT_MERGED event logic
-   * @param task - The task to process
-   * @param taskData - The task data from the event payload
-   * @returns Updated or newly created task
-   * @private
+   * Prepare context for event processing
+   * @returns Event context or null if event type is invalid
    */
-  handleContactMerged(task, taskData) {
-    if (taskData.childInteractionId) {
-      // remove the child task from collection
-      this.removeTaskFromCollection(this.taskCollection[taskData.childInteractionId]);
+  prepareEventContext(message) {
+    const eventType = message.data?.type || message.type;
+    if (!eventType || !isCcEvent(eventType)) {
+      return null;
     }
-    if (this.taskCollection[taskData.interactionId]) {
-      _loggerProxy.default.log(`Got CONTACT_MERGED: Task already exists in collection`, {
+    const interactionId = message.data.interactionId;
+    const reservationInteractionId = message.data.reservationInteractionId;
+    let task = this.taskCollection[interactionId];
+
+    // When a campaign preview contact is accepted, the assigned event may arrive
+    // with a new interactionId while the task is stored under the original
+    // reservationInteractionId. Fall back to that key so the task is found.
+    if (!task && reservationInteractionId) {
+      task = this.taskCollection[reservationInteractionId];
+      if (task) {
+        // Re-key the task under the new interaction ID and remove the old entry
+        delete this.taskCollection[reservationInteractionId];
+        this.taskCollection[interactionId] = task;
+      }
+    }
+    const wasConsultedTask = Boolean(task?.data?.isConsulted);
+    const computeWrapUpRequired = () => {
+      if (message.data.wrapUpRequired !== undefined) {
+        return message.data.wrapUpRequired;
+      }
+      if (message.data.isConsulted !== undefined) {
+        return !message.data.isConsulted;
+      }
+      return !wasConsultedTask;
+    };
+    const adjustedPayload = eventType === _types2.CC_EVENTS.AGENT_CONSULT_TRANSFERRED || eventType === _types2.CC_EVENTS.AGENT_BLIND_TRANSFERRED || eventType === _types2.CC_EVENTS.AGENT_VTEAM_TRANSFERRED ? {
+      ...message.data,
+      wrapUpRequired: computeWrapUpRequired()
+    } : message.data;
+    const stateMachineEvent = TaskManager.mapEventToTaskStateMachineEvent(eventType, adjustedPayload, this.agentId);
+    _loggerProxy.default.info(`Handling task event ${eventType}`, {
+      module: _constants.TASK_MANAGER_FILE,
+      method: 'prepareEventContext',
+      interactionId
+    });
+    return {
+      eventType,
+      payload: adjustedPayload,
+      task,
+      stateMachineEvent
+    };
+  }
+
+  /**
+   * Handle task lifecycle events and determine required actions
+   *
+   * Delegates to specific event handlers based on event type. Each handler
+   * is responsible for TaskManager-level concerns:
+   * - Task creation and collection management
+   * - Metrics tracking
+   * - Resource cleanup decisions
+   *
+   * Note: Task-level state transitions and event emissions are handled by
+   * the task state machine via sendStateMachineEvent()
+   */
+  handleTaskLifecycleEvent(context) {
+    const {
+      eventType
+    } = context;
+    switch (eventType) {
+      case _types2.CC_EVENTS.AGENT_CONTACT_RESERVED:
+        return this.handleContactReserved(context);
+      case _types2.CC_EVENTS.AGENT_CONTACT:
+        return this.handleAgentContact(context);
+      case _types2.CC_EVENTS.CONTACT_MERGED:
+        return this.handleContactMergedEvent(context);
+      case _types2.CC_EVENTS.AGENT_OFFER_CAMPAIGN_RESERVATION:
+        return this.handleCampaignPreviewReservation(context);
+      case _types2.CC_EVENTS.CAMPAIGN_CONTACT_UPDATED:
+        return this.handleCampaignContactUpdated(context);
+      default:
+        return {
+          task: context.task
+        };
+    }
+  }
+  handleCampaignContactUpdated(context) {
+    const {
+      payload
+    } = context;
+    let {
+      task
+    } = context;
+    // CampaignContactUpdated is a non-terminal event (e.g., next contact after skip/remove).
+    // Update the task data and emit an event so consumers can react to the updated contact.
+    // Do NOT remove the task or emit TASK_END — cleanup is handled by CONTACT_ENDED.
+    if (task) {
+      // Carry forward campaign preview fields from existing task data since the updated
+      // contact payload may not include them, and reconcileData would delete them.
+      const existingCpd = task.data?.interaction?.callProcessingDetails;
+      const updatedData = {
+        ...payload
+      };
+      if (existingCpd) {
+        const campaignFields = {
+          ...(existingCpd.campaignPreviewAutoAction && {
+            campaignPreviewAutoAction: existingCpd.campaignPreviewAutoAction
+          }),
+          ...(existingCpd.campaignPreviewOfferTimeout && {
+            campaignPreviewOfferTimeout: existingCpd.campaignPreviewOfferTimeout
+          }),
+          ...(existingCpd.campaignPreviewSkipDisabled && {
+            campaignPreviewSkipDisabled: existingCpd.campaignPreviewSkipDisabled
+          }),
+          ...(existingCpd.campaignPreviewRemoveDisabled && {
+            campaignPreviewRemoveDisabled: existingCpd.campaignPreviewRemoveDisabled
+          })
+        };
+        if (!updatedData.interaction) {
+          updatedData.interaction = {};
+        }
+        updatedData.interaction = {
+          ...updatedData.interaction,
+          callProcessingDetails: {
+            ...campaignFields,
+            ...(updatedData.interaction.callProcessingDetails || {})
+          }
+        };
+      }
+      _loggerProxy.default.log('Campaign contact updated - carrying forward preview fields', {
         module: _constants.TASK_MANAGER_FILE,
         method: _constants2.METHODS.REGISTER_TASK_LISTENERS,
-        interactionId: taskData.interactionId
+        interactionId: payload.interactionId,
+        data: {
+          hasCpd: !!updatedData.interaction?.callProcessingDetails,
+          autoAction: updatedData.interaction?.callProcessingDetails?.campaignPreviewAutoAction,
+          skipDisabled: updatedData.interaction?.callProcessingDetails?.campaignPreviewSkipDisabled,
+          removeDisabled: updatedData.interaction?.callProcessingDetails?.campaignPreviewRemoveDisabled
+        }
       });
-      // update the task data
-      task = this.updateTaskData(task, taskData);
+      task = this.updateTaskData(task, updatedData);
+      task.emit(_types.TASK_EVENTS.TASK_CAMPAIGN_CONTACT_UPDATED, task);
+    }
+    return {
+      task
+    };
+  }
+
+  /**
+   * Creates or updates a task for campaign preview reservation.
+   * TASK_CAMPAIGN_PREVIEW_RESERVATION is emitted by the state machine (campaign TASK_INCOMING branch).
+   */
+  handleCampaignPreviewReservation(context) {
+    const {
+      payload
+    } = context;
+    let {
+      task
+    } = context;
+    _loggerProxy.default.log('Campaign preview reservation received', {
+      module: _constants.TASK_MANAGER_FILE,
+      method: _constants2.METHODS.REGISTER_TASK_LISTENERS,
+      interactionId: payload.interactionId
+    });
+    if (!task) {
+      task = _TaskFactory.default.createTask(this.contact, this.webCallingService, {
+        ...payload,
+        wrapUpRequired: false,
+        isConferenceInProgress: false,
+        isAutoAnswering: false
+      }, this.configFlags, this.wrapupData, this.agentId);
+      this.setupTaskListeners(task);
+      this.taskCollection[payload.interactionId] = task;
     } else {
-      // Case2 : Task is not present in taskCollection
-      _loggerProxy.default.log(`Got CONTACT_MERGED : Creating new task in taskManager`, {
+      task = this.updateTaskData(task, payload);
+    }
+    return {
+      task
+    };
+  }
+
+  /**
+   * Handle AGENT_CONTACT_RESERVED event
+   * Creates a new task; state machine event is sent during processing
+   */
+  handleContactReserved(context) {
+    const {
+      payload
+    } = context;
+    const isConsultedTask = payload.isConsulted === true || (0, _TaskUtils.isSecondaryEpDnAgent)(payload.interaction);
+    const shouldAutoAnswer = (0, _TaskUtils.shouldAutoAnswerTask)(payload, this.agentId, this.webCallingService.loginOption, this.webRtcEnabled);
+    const taskData = {
+      ...payload,
+      isConsulted: isConsultedTask,
+      isAutoAnswering: shouldAutoAnswer
+    };
+    const task = _TaskFactory.default.createTask(this.contact, this.webCallingService, taskData, this.configFlags, this.wrapupData, this.agentId);
+    this.setupTaskListeners(task);
+    this.taskCollection[payload.interactionId] = task;
+    return {
+      task
+    };
+  }
+
+  /**
+   * Handle AGENT_CONTACT event
+   * Re-creates task if missing (multi-session scenario)
+   */
+  handleAgentContact(context) {
+    let {
+      task
+    } = context;
+    const {
+      payload
+    } = context;
+    if (!task) {
+      const isConsultedTask = payload.isConsulted === true || (0, _TaskUtils.isSecondaryEpDnAgent)(payload.interaction);
+      const shouldAutoAnswer = (0, _TaskUtils.shouldAutoAnswerTask)(payload, this.agentId, this.webCallingService.loginOption, this.webRtcEnabled);
+      const taskData = {
+        ...payload,
+        isConsulted: isConsultedTask,
+        wrapUpRequired: payload.interaction?.participants?.[this.agentId]?.isWrapUp || false,
+        isConferenceInProgress: (0, _TaskUtils.getIsConferenceInProgress)(payload),
+        isAutoAnswering: shouldAutoAnswer
+      };
+      task = _TaskFactory.default.createTask(this.contact, this.webCallingService, taskData, this.configFlags, this.wrapupData, this.agentId);
+      this.setupTaskListeners(task);
+      this.taskCollection[payload.interactionId] = task;
+    }
+    return {
+      task
+    };
+  }
+  updateTaskData(task, taskData) {
+    if (!task) {
+      throw new Error('Task not found for update');
+    }
+    const snapshot = task.stateMachineService?.getSnapshot?.();
+    const isConsultingFlow = snapshot?.value === 'CONSULTING' || taskData.interaction?.state === 'consulting';
+    const updateTaskData = isConsultingFlow ? {
+      ...taskData,
+      destAgentId: taskData.destAgentId ?? snapshot?.context?.consultDestinationAgentId ?? null,
+      destinationType: taskData.destinationType ?? snapshot?.context?.consultDestinationType ?? null
+    } : taskData;
+    task.updateTaskData(updateTaskData);
+    this.taskCollection[taskData.interactionId] = task;
+    return task;
+  }
+
+  /**
+   * Setup listeners for task events that need to be bubbled up to TaskManager
+   * This replaces the previous callback injection pattern
+   */
+  setupTaskListeners(task) {
+    // Listen for TASK_INCOMING and re-emit so webex.cc can notify consumers
+    task.on(_types.TASK_EVENTS.TASK_INCOMING, t => {
+      _loggerProxy.default.log(`Task incoming event received`, {
         module: _constants.TASK_MANAGER_FILE,
         method: _constants2.METHODS.REGISTER_TASK_LISTENERS,
-        interactionId: taskData.interactionId
+        interactionId: t.data?.interactionId
       });
-      task = new _.default(this.contact, this.webCallingService, {
-        ...taskData,
-        wrapUpRequired: taskData.interaction?.participants?.[this.agentId]?.isWrapUp || false,
-        isConferenceInProgress: (0, _TaskUtils.getIsConferenceInProgress)(taskData)
-      }, this.wrapupData, this.agentId);
-      this.taskCollection[taskData.interactionId] = task;
-    }
-    this.emit(_types.TASK_EVENTS.TASK_MERGED, task);
-    return task;
+      this.emit(_types.TASK_EVENTS.TASK_INCOMING, t);
+    });
+    task.on(_types.TASK_EVENTS.TASK_CAMPAIGN_PREVIEW_RESERVATION, t => {
+      _loggerProxy.default.log(`Campaign preview reservation event received`, {
+        module: _constants.TASK_MANAGER_FILE,
+        method: _constants2.METHODS.REGISTER_TASK_LISTENERS,
+        interactionId: t.data?.interactionId
+      });
+      this.emit(_types.TASK_EVENTS.TASK_CAMPAIGN_PREVIEW_RESERVATION, t);
+    });
+
+    // Listen for TASK_HYDRATE on the task and re-emit on TaskManager
+    task.on(_types.TASK_EVENTS.TASK_HYDRATE, t => {
+      // Task data is already updated by the task itself before emitting
+      this.emit(_types.TASK_EVENTS.TASK_HYDRATE, t);
+    });
+    task.on(_types.TASK_EVENTS.TASK_MULTI_LOGIN_HYDRATE, t => {
+      this.emit(_types.TASK_EVENTS.TASK_MULTI_LOGIN_HYDRATE, t);
+    });
+
+    // Listen for internal cleanup signal emitted by the state machine
+    task.on(_types.TASK_EVENTS.TASK_CLEANUP, (t, options) => {
+      this.handleTaskCleanup(t);
+      if (options?.removeFromCollection) {
+        const interactionId = t?.data?.interactionId;
+        if (interactionId && this.taskCollection[interactionId]) {
+          this.removeTaskFromCollection(t);
+        }
+      }
+    });
   }
   removeTaskFromCollection(task) {
+    if (typeof task.cancelAutoWrapupTimer === 'function') {
+      task.cancelAutoWrapupTimer();
+    }
     if (task?.data?.interactionId) {
       delete this.taskCollection[task.data.interactionId];
       _loggerProxy.default.info(`Task removed from collection`, {
@@ -661,62 +775,62 @@ class TaskManager extends _events.default {
   }
 
   /**
-   * Handles auto-answer logic for incoming tasks
-   * Automatically accepts tasks when isAutoAnswering flag is set
-   * The flag is set during task creation based on:
-   * 1. WebRTC calls with auto-answer enabled in agent profile
-   * 2. Agent-initiated WebRTC outdial calls
-   * 3. Agent-initiated digital outbound (Email/SMS) without previous transfers
-   *
-   * @param task - The task to auto-answer
+   * Handles CONTACT_MERGED event logic
+   * @param task - The task to process
+   * @param taskData - The task data from the event payload
+   * @returns Updated or newly created task
    * @private
    */
-  async handleAutoAnswer(task) {
-    if (!task || !task.data || !task.data.isAutoAnswering) {
-      return;
+  handleContactMergedEvent(context) {
+    const {
+      payload
+    } = context;
+    let task = context.task;
+    if (payload.childInteractionId && this.taskCollection[payload.childInteractionId]) {
+      this.removeTaskFromCollection(this.taskCollection[payload.childInteractionId]);
     }
-    _loggerProxy.default.info(`Auto-answering task`, {
-      module: _constants.TASK_MANAGER_FILE,
-      method: 'handleAutoAnswer',
-      interactionId: task.data.interactionId
-    });
-    try {
-      await task.accept();
-      _loggerProxy.default.info(`Task auto-answered successfully`, {
+    if (task) {
+      _loggerProxy.default.log(`Got CONTACT_MERGED: Task already exists in collection`, {
         module: _constants.TASK_MANAGER_FILE,
-        method: 'handleAutoAnswer',
-        interactionId: task.data.interactionId
-      });
-
-      // Track successful auto-answer
-      this.metricsManager.trackEvent(_constants3.METRIC_EVENT_NAMES.TASK_AUTO_ANSWER_SUCCESS, {
-        taskId: task.data.interactionId,
-        mediaType: task.data.interaction.mediaType,
-        isAutoAnswered: true
-      }, ['behavioral', 'operational']);
-      // Emit task:autoAnswered event for widgets/UI to react
-      task.emit(_types.TASK_EVENTS.TASK_AUTO_ANSWERED, task);
-    } catch (error) {
-      // Reset isAutoAnswering flag on failure
-      task.updateTaskData({
-        ...task.data,
-        isAutoAnswering: false
+        method: _constants2.METHODS.REGISTER_TASK_LISTENERS,
+        interactionId: payload.interactionId
       });
-      _loggerProxy.default.error(`Failed to auto-answer task`, {
+      // update the task data
+      this.updateTaskData(task, payload);
+    } else {
+      // Case2 : Task is not present in taskCollection
+      _loggerProxy.default.log(`Got CONTACT_MERGED : Creating new task in taskManager`, {
         module: _constants.TASK_MANAGER_FILE,
-        method: 'handleAutoAnswer',
-        interactionId: task.data.interactionId,
-        error
+        method: _constants2.METHODS.REGISTER_TASK_LISTENERS,
+        interactionId: payload.interactionId
       });
+      const taskData = {
+        ...payload,
+        wrapUpRequired: payload.interaction?.participants?.[this.agentId]?.isWrapUp || false,
+        isConferenceInProgress: (0, _TaskUtils.getIsConferenceInProgress)(payload),
+        isConsulted: false
+      };
+      task = _TaskFactory.default.createTask(this.contact, this.webCallingService, taskData, this.configFlags, this.wrapupData, this.agentId);
+      this.taskCollection[payload.interactionId] = task;
 
-      // Track auto-answer failure
-      this.metricsManager.trackEvent(_constants3.METRIC_EVENT_NAMES.TASK_AUTO_ANSWER_FAILED, {
-        taskId: task.data.interactionId,
-        mediaType: task.data.interaction.mediaType,
-        error: error?.message || 'Unknown error',
-        isAutoAnswered: false
-      }, ['behavioral', 'operational']);
+      // Transition the new task out of IDLE immediately so UI controls are
+      // computed before TASK_MERGED is emitted. This handles the race where
+      // AgentContactAssigned arrives before ContactMerged and gets dropped.
+      // Send HYDRATE before setupTaskListeners so the emitTaskHydrate action
+      // doesn't bubble up to the Widget (avoids duplicate listener registration).
+      task.sendStateMachineEvent({
+        type: _stateMachine.TaskEvent.HYDRATE,
+        taskData,
+        agentId: this.agentId
+      });
+      this.setupTaskListeners(task);
     }
+    if (task) {
+      this.emit(_types.TASK_EVENTS.TASK_MERGED, task);
+    }
+    return {
+      task
+    };
   }
 
   /**
@@ -726,7 +840,7 @@ class TaskManager extends _events.default {
    */
   handleTaskCleanup(task) {
     // Clean up Desktop/WebRTC calling resources for browser-based telephony tasks
-    if (this.webCallingService.loginOption === _types3.LoginOption.BROWSER && task.data.interaction.mediaType === 'telephony') {
+    if (this.webCallingService.loginOption === _types3.LoginOption.BROWSER && task.data.interaction.mediaType === _types.MEDIA_CHANNEL.TELEPHONY && task instanceof _WebRTC.default) {
       task.unregisterWebCallListeners();
       this.webCallingService.cleanUpCall();
     }
@@ -749,11 +863,12 @@ class TaskManager extends _events.default {
    */
   requestRealTimeTranscripts(eventType, interactionId) {
     const action = _constants2.TRANSCRIPT_EVENT_MAP[eventType];
-    if (!action || !this.apiAIAssistant || this.apiAIAssistant.aiFeature?.realtimeTranscripts?.enable === false) return;
+    if (!action || !this.apiAIAssistant) return;
+    if (this.configFlags?.aiFeature?.realtimeTranscripts?.enable !== true) return;
     this.apiAIAssistant.sendEvent(this.agentId, interactionId, _types3.AIAssistantEventType.CUSTOM_EVENT, _types3.AIAssistantEventName.GET_TRANSCRIPTS, action).catch(error => {
       _loggerProxy.default.error(`Failed to send transcript ${action} event`, {
         module: _constants.TASK_MANAGER_FILE,
-        method: 'requestRealTimeTranscripts',
+        method: _constants2.METHODS.REQUEST_REAL_TIME_TRANSCRIPTS,
         interactionId,
         error
       });
@@ -762,18 +877,16 @@ class TaskManager extends _events.default {
   getTask(taskId) {
     return this.taskCollection[taskId];
   }
-
-  /**
-   * @param taskId - Unique identifier for each task
-   */
-  getAllTasks = () => {
-    return this.taskCollection;
-  };
-  static getTaskManager(apiAIAssistant, contact, webCallingService, webSocketManager) {
+  getAllTasks() {
+    return {
+      ...this.taskCollection
+    };
+  }
+  static getTaskManager(apiAIAssistant, contact, webCallingService, webSocketManager, rtdWebSocketManager) {
     if (!TaskManager.taskManager) {
-      TaskManager.taskManager = new TaskManager(apiAIAssistant, contact, webCallingService, webSocketManager);
+      TaskManager.taskManager = new TaskManager(apiAIAssistant, contact, webCallingService, webSocketManager, rtdWebSocketManager);
     }
-    return this.taskManager;
+    return TaskManager.taskManager;
   }
 }
 exports.default = TaskManager;