@webex/contact-center 3.12.0-next.9 → 3.12.0-next.90

package/dist/services/task/TaskManager.js.map

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

@@ -3,19 +3,111 @@
 Object.defineProperty(exports, "__esModule", {
   value: true
 });
-exports.shouldAutoAnswerTask = exports.isWebRTCCall = exports.isSecondaryEpDnAgent = exports.isSecondaryAgent = exports.isPrimary = exports.isParticipantInMainInteraction = exports.isDigitalOutbound = exports.isCampaignPreviewReservation = exports.isAutoAnswerEnabled = exports.hasAgentInitiatedOutdial = exports.getIsConferenceInProgress = exports.checkParticipantNotInInteraction = void 0;
+exports.shouldAutoAnswerTask = exports.isWebRTCCall = exports.isSecondaryEpDnAgent = exports.isSecondaryAgent = exports.isPrimary = exports.isParticipantInMainInteraction = exports.isDigitalOutbound = exports.isCampaignPreviewTask = exports.isCampaignPreviewReservation = exports.isAutoAnswerEnabled = exports.hasAgentInitiatedOutdial = exports.getServerHoldStateForControls = exports.getIsCustomerInCall = exports.getIsConsultedAgentForControls = exports.getIsConsultInProgressForConferenceControls = exports.getIsConferenceInProgress = exports.getConsultMediaResourceId = exports.getConferenceParticipantsCount = exports.checkParticipantNotInInteraction = void 0;
 var _types = require("./types");
-var _types2 = require("../config/types");
-var _constants = require("../../constants");
-var _types3 = require("../../types");
+var _types2 = require("../../types");
+var _constants = require("./state-machine/constants");
+var _types3 = require("../config/types");
+var _constants2 = require("../../constants");
 /* eslint-disable import/prefer-default-export */
 
+const CAMPAIGN_PREVIEW_OUTBOUND_TYPES = ['STANDARD_PREVIEW_CAMPAIGN', 'DIRECT_PREVIEW_CAMPAIGN'];
+const CAMPAIGN_PREVIEW_CAMPAIGN_TYPES = ['preview_standard', 'preview_direct'];
+
+/**
+ * Checks if the customer is still in the call (not left)
+ *
+ * @param interaction - The interaction object
+ * @param interactionId - The main interaction ID
+ * @returns true if customer is in the call
+ */
+const getIsCustomerInCall = (interaction, interactionId) => {
+  const mainCallMedia = interaction.media?.[interactionId];
+  const participants = interaction.participants;
+  if (!mainCallMedia?.participants || !participants) {
+    return false;
+  }
+  return mainCallMedia.participants.some(participantId => {
+    const participant = participants[participantId];
+    return participant?.pType === _constants.PARTICIPANT_TYPE.CUSTOMER && !participant.hasLeft;
+  });
+};
+
+/**
+ * Gets the count of active agent participants in the conference
+ * Excludes Customer, Supervisor, and VVA participant types
+ *
+ * @param interaction - The interaction object
+ * @param interactionId - The main interaction ID
+ * @returns Number of active agent participants
+ */
+exports.getIsCustomerInCall = getIsCustomerInCall;
+const getConferenceParticipantsCount = (interaction, interactionId) => {
+  const mainCallMedia = interaction.media?.[interactionId];
+  const participants = interaction.participants;
+  if (!mainCallMedia?.participants || !participants) {
+    return 0;
+  }
+  let count = 0;
+  for (const participantId of mainCallMedia.participants) {
+    const participant = participants[participantId];
+    if (participant && participant.pType !== _constants.PARTICIPANT_TYPE.CUSTOMER && participant.pType !== _constants.PARTICIPANT_TYPE.SUPERVISOR && participant.pType !== _constants.PARTICIPANT_TYPE.VVA && !participant.hasLeft) {
+      count += 1;
+    }
+  }
+  return count;
+};
+
+/**
+ * Determines if a consult is actively in-progress for conference control gating.
+ * This is used to disable conference controls (End/Consult) only when a consult leg
+ * still exists outside the main call participants.
+ */
+exports.getConferenceParticipantsCount = getConferenceParticipantsCount;
+const getIsConsultInProgressForConferenceControls = (interaction, mainCallId, selfAgentId) => {
+  if (!interaction || !mainCallId) return false;
+  const mainParticipants = interaction.media?.[mainCallId]?.participants;
+  if (!Array.isArray(mainParticipants) || mainParticipants.length === 0) return false;
+  const mainSet = new Set(mainParticipants);
+  const media = interaction.media;
+  if (!media) return false;
+  return Object.values(media).some(m => {
+    if (!m || m.mType !== 'consult') return false;
+    if (!Array.isArray(m.participants) || m.participants.length === 0) return false;
+    return m.participants.some(participantId => {
+      const p = interaction.participants?.[participantId];
+      if (!p || p.hasLeft) return false;
+      if (selfAgentId && participantId === selfAgentId) return false;
+      const consultState = p.consultState;
+      const isRonaPendingConsultee = consultState === 'consultReserved' && p.hasJoined === false;
+      const consultLegActive = consultState === 'consulting' || p.currentState === 'consulting' || p.isConsulted === true && consultState !== 'consultCompleted' && !isRonaPendingConsultee;
+      return consultLegActive && !mainSet.has(participantId);
+    });
+  });
+};
+exports.getIsConsultInProgressForConferenceControls = getIsConsultInProgressForConferenceControls;
+const getIsConsultedAgentForControls = (taskData, context, isConsultingState) => {
+  return Boolean(taskData?.isConsulted) || isConsultingState && !context.consultInitiator;
+};
+exports.getIsConsultedAgentForControls = getIsConsultedAgentForControls;
+const getServerHoldStateForControls = (context, mainCallId, fallbackTaskData) => {
+  const media = context.taskData?.interaction?.media ?? fallbackTaskData?.interaction?.media;
+  if (!media) return undefined;
+  if (mainCallId && media[mainCallId]) {
+    return media[mainCallId].isHold ?? false;
+  }
+  const mediaId = context.taskData?.mediaResourceId ?? fallbackTaskData?.mediaResourceId;
+  if (!mediaId) return undefined;
+  return media[mediaId]?.isHold;
+};
+
 /**
  * Determines if the given agent is the primary agent (owner) of the task
  * @param task - The task to check
  * @param agentId - The agent ID to check for primary status
  * @returns true if the agent is the primary agent, false otherwise
  */
+exports.getServerHoldStateForControls = getServerHoldStateForControls;
 const isPrimary = (task, agentId) => {
   if (!task.data?.interaction?.owner) {
     // Fall back to checking data.agentId when owner is not set
@@ -35,7 +127,7 @@ const isParticipantInMainInteraction = (task, agentId) => {
   if (!task?.data?.interaction?.media) {
     return false;
   }
-  return Object.values(task.data.interaction.media).some(mediaObj => mediaObj && mediaObj.mType === 'mainCall' && mediaObj.participants?.includes(agentId));
+  return Object.values(task.data.interaction.media).some(mediaObj => mediaObj && mediaObj.mType === _constants.MEDIA_TYPE_MAIN_CALL && mediaObj.participants?.includes(agentId));
 };
 
 /**
@@ -57,23 +149,28 @@ const checkParticipantNotInInteraction = (task, agentId) => {
 
 /**
  * Determines if a conference is currently in progress based on the number of active agent participants
- * @param TaskData - The payLoad data to check for conference status
+ * @param data - The task data to check for conference status
  * @returns true if there are 2 or more active agent participants in the main call, false otherwise
+ *
+ * For Agent B (consulted agent), their task's interactionId may be different from the main call.
+ * We use mainInteractionId from the interaction if available, otherwise fallback to interactionId.
  */
 exports.checkParticipantNotInInteraction = checkParticipantNotInInteraction;
 const getIsConferenceInProgress = data => {
-  const mediaMainCall = data.interaction.media?.[data?.interactionId];
+  if (!data.interaction) return false;
+  const mainCallId = data.interaction.mainInteractionId || data.interactionId;
+  const mediaMainCall = data.interaction.media?.[mainCallId];
   const participantsInMainCall = new Set(mediaMainCall?.participants);
-  const participants = data.interaction.participants;
+  const {
+    participants
+  } = data.interaction;
   const agentParticipants = new Set();
-  if (participantsInMainCall.size > 0) {
-    participantsInMainCall.forEach(participantId => {
-      const participant = participants?.[participantId];
-      if (participant && participant.pType !== 'Customer' && participant.pType !== 'Supervisor' && !participant.hasLeft && participant.pType !== 'VVA') {
-        agentParticipants.add(participantId);
-      }
-    });
-  }
+  participantsInMainCall.forEach(participantId => {
+    const participant = participants[participantId];
+    if (participant && participant.pType !== _constants.PARTICIPANT_TYPE.CUSTOMER && participant.pType !== _constants.PARTICIPANT_TYPE.SUPERVISOR && participant.pType !== _constants.PARTICIPANT_TYPE.VVA && !participant.hasLeft) {
+      agentParticipants.add(participantId);
+    }
+  });
   return agentParticipants.size >= 2;
 };
 
@@ -94,24 +191,33 @@ const isSecondaryAgent = interaction => {
 /**
  * Checks if the current agent is a secondary EP-DN (Entry Point Dial Number) agent.
  * This is specifically for telephony consultations to external numbers/entry points.
- * @param task - The task object containing interaction details
+ * @param interaction - The interaction object
  * @returns true if this is a secondary EP-DN agent in telephony consultation, false otherwise
  */
 exports.isSecondaryAgent = isSecondaryAgent;
 const isSecondaryEpDnAgent = interaction => {
-  if (!interaction) {
-    return false;
-  }
   return interaction.mediaType === 'telephony' && isSecondaryAgent(interaction);
 };
 
+/**
+ * Checks if the task belongs to a campaign preview interaction.
+ * Campaign preview ContactEnded events are terminal cleanup events and should not trigger wrapup.
+ */
+exports.isSecondaryEpDnAgent = isSecondaryEpDnAgent;
+const isCampaignPreviewTask = taskData => {
+  const outboundType = taskData?.interaction?.outboundType ?? '';
+  const cpd = taskData?.interaction?.callProcessingDetails;
+  const campaignType = cpd?.campaignType ?? '';
+  return CAMPAIGN_PREVIEW_OUTBOUND_TYPES.includes(outboundType) || CAMPAIGN_PREVIEW_CAMPAIGN_TYPES.includes(campaignType);
+};
+
 /**
  * Checks if auto-answer is enabled for the agent participant
  * @param interaction - The interaction object
  * @param agentId - Current agent ID
  * @returns true if auto-answer is enabled, false otherwise
  */
-exports.isSecondaryEpDnAgent = isSecondaryEpDnAgent;
+exports.isCampaignPreviewTask = isCampaignPreviewTask;
 const isAutoAnswerEnabled = (interaction, agentId) => {
   return interaction.participants?.[agentId]?.autoAnswerEnabled === true;
 };
@@ -125,7 +231,7 @@ const isAutoAnswerEnabled = (interaction, agentId) => {
  */
 exports.isAutoAnswerEnabled = isAutoAnswerEnabled;
 const isWebRTCCall = (interaction, loginOption, webRtcEnabled) => {
-  return webRtcEnabled && loginOption === _types3.LoginOption.BROWSER && interaction.mediaType === _constants.OUTDIAL_MEDIA_TYPE;
+  return webRtcEnabled && loginOption === _types2.LoginOption.BROWSER && interaction.mediaType === _constants2.OUTDIAL_MEDIA_TYPE;
 };
 
 /**
@@ -135,7 +241,7 @@ const isWebRTCCall = (interaction, loginOption, webRtcEnabled) => {
  */
 exports.isWebRTCCall = isWebRTCCall;
 const isDigitalOutbound = interaction => {
-  return interaction.contactDirection?.type === _constants.OUTDIAL_DIRECTION && interaction.outboundType === _constants.OUTBOUND_TYPE && (interaction.mediaChannel === _types.MEDIA_CHANNEL.EMAIL || interaction.mediaChannel === _types.MEDIA_CHANNEL.SMS);
+  return interaction.contactDirection?.type === _constants2.OUTDIAL_DIRECTION && interaction.outboundType === _constants2.OUTBOUND_TYPE && (interaction.mediaChannel === _types.MEDIA_CHANNEL.EMAIL || interaction.mediaChannel === _types.MEDIA_CHANNEL.SMS);
 };
 
 /**
@@ -146,7 +252,7 @@ const isDigitalOutbound = interaction => {
  */
 exports.isDigitalOutbound = isDigitalOutbound;
 const hasAgentInitiatedOutdial = (interaction, agentId) => {
-  return interaction.contactDirection?.type === _constants.OUTDIAL_DIRECTION && interaction.outboundType === _constants.OUTBOUND_TYPE && interaction.callProcessingDetails?.outdialAgentId === agentId && interaction.owner === agentId && !interaction.callProcessingDetails?.BLIND_TRANSFER_IN_PROGRESS;
+  return interaction.contactDirection?.type === _constants2.OUTDIAL_DIRECTION && interaction.outboundType === _constants2.OUTBOUND_TYPE && interaction.callProcessingDetails?.outdialAgentId === agentId && interaction.owner === agentId && !interaction.callProcessingDetails?.BLIND_TRANSFER_IN_PROGRESS;
 };
 
 /**
@@ -191,6 +297,36 @@ const shouldAutoAnswerTask = (taskData, agentId, loginOption, webRtcEnabled) =>
   return false;
 };
 
+/**
+ * Gets the consult media resource ID for switch-call operations.
+ * Searches for the consult media leg in the interaction.
+ *
+ * @param interaction - The interaction object
+ * @param consultMediaResourceId - The consult media resource ID from task data
+ * @param agentId - Current agent ID
+ * @returns The consult media resource ID or undefined
+ */
+exports.shouldAutoAnswerTask = shouldAutoAnswerTask;
+const getConsultMediaResourceId = (interaction, consultMediaResourceId, agentId) => {
+  // First priority: use consultMediaResourceId from task data if available
+  if (consultMediaResourceId) {
+    return consultMediaResourceId;
+  }
+
+  // Second priority: search for consult media leg in interaction.media
+  if (!interaction?.media || !agentId) {
+    return undefined;
+  }
+
+  // Find the consult media leg where this agent is a participant
+  for (const [mediaId, media] of Object.entries(interaction.media)) {
+    if (media.mType === 'consult' && media.participants?.includes(agentId)) {
+      return mediaId;
+    }
+  }
+  return undefined;
+};
+
 /**
  * Checks if a task is a campaign preview reservation that has not yet been accepted.
  * Campaign preview tasks should not trigger incoming call handling until the agent
@@ -198,9 +334,9 @@ const shouldAutoAnswerTask = (taskData, agentId, loginOption, webRtcEnabled) =>
  * @param task - The task to check
  * @returns true if the task is a pending campaign preview reservation, false otherwise
  */
-exports.shouldAutoAnswerTask = shouldAutoAnswerTask;
+exports.getConsultMediaResourceId = getConsultMediaResourceId;
 const isCampaignPreviewReservation = task => {
-  return task?.data?.type === _types2.CC_EVENTS.AGENT_OFFER_CAMPAIGN_RESERVATION;
+  return task?.data?.type === _types3.CC_EVENTS.AGENT_OFFER_CAMPAIGN_RESERVATION;
 };
 exports.isCampaignPreviewReservation = isCampaignPreviewReservation;
 //# sourceMappingURL=TaskUtils.js.map