@webex/contact-center 3.12.0-next.9 → 3.12.0-next.91

package/src/services/task/ai-docs/ARCHITECTURE.md

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+# Task Service - Architecture
+
+> **Legacy/reference-only.** Canonical SDD: [`task-spec.md`](task-spec.md). Use the package [manifest](../../../../.sdd/manifest.json) and [`SPEC_INDEX.md`](../../../../ai-docs/SPEC_INDEX.md) for routing; code and tests remain the behavioral referee.
+
+> **Purpose**: Technical documentation for task lifecycle management.
+
+---
+
+## Component Overview
+
+| Component            | File                         | Responsibility                                             |
+| -------------------- | ---------------------------- | ---------------------------------------------------------- |
+| `TaskManager`        | `task/TaskManager.ts`        | Task lifecycle coordination                                |
+| `Task`               | `task/Task.ts`               | Individual task operations                                 |
+| `contact`            | `task/contact.ts`            | AQM request definitions                                    |
+| `dialer`             | `task/dialer.ts`             | Outbound call initiation                                   |
+| `AutoWrapup`         | `task/AutoWrapup.ts`         | Auto wrapup timer                                          |
+| `taskDataNormalizer` | `task/taskDataNormalizer.ts` | Normalizes backend task payloads                           |
+| `TaskUtils`          | `task/TaskUtils.ts`          | Utility functions                                          |
+| `state-machine`      | `task/state-machine/*`       | Task state transitions, guards, and UI control computation |
+
+---
+
+## Task Module Design Overview
+
+### `Task` (abstract)
+
+**File:** `Task.ts`
+
+**Properties**
+
+- `data: TaskData`
+- `webCallMap: Record<TaskId, CallId>`
+- `stateMachineService?: ActorRefFrom<TaskStateMachine>`
+- `state?: SnapshotFrom<TaskStateMachine>`
+- `autoWrapup?: AutoWrapup`
+- `uiControls: TaskUIControls` (getter)
+
+**Methods**
+
+- `accept(): Promise<TaskResponse>` (abstract)
+- `decline(): Promise<TaskResponse>` (default: unsupportedMethodError)
+- `pauseRecording(): Promise<TaskResponse>` (default: unsupportedMethodError)
+- `resumeRecording(resumeRecordingPayload: ResumeRecordingPayload): Promise<TaskResponse>` (default: unsupportedMethodError)
+- `consult(consultPayload: ConsultPayload): Promise<TaskResponse>` (default: unsupportedMethodError)
+- `endConsult(consultEndPayload?: ConsultEndPayload): Promise<TaskResponse>` (default: unsupportedMethodError)
+- `consultTransfer(consultTransferPayload?: ConsultTransferPayLoad): Promise<TaskResponse>` (default: unsupportedMethodError)
+- `consultConference(): Promise<TaskResponse>` (default: unsupportedMethodError)
+- `exitConference(): Promise<TaskResponse>` (default: unsupportedMethodError)
+- `transferConference(): Promise<TaskResponse>` (default: unsupportedMethodError)
+- `switchCall(): Promise<TaskResponse>` (default: unsupportedMethodError)
+- `toggleMute(): Promise<void>` (default: unsupportedMethodError)
+- `unregisterWebCallListeners(): void` (default: no-op + log)
+- `cancelAutoWrapupTimer(): void`
+- `hold(mediaResourceId?: string): Promise<TaskResponse>` (default: unsupportedMethodError)
+- `resume(mediaResourceId?: string): Promise<TaskResponse>` (default: unsupportedMethodError)
+- `holdResume(): Promise<TaskResponse>` (default: unsupportedMethodError)
+- `sendStateMachineEvent(event: TaskEventPayload): void`
+- `updateTaskData(updatedData: TaskData, shouldOverwrite = false): ITask`
+- `transfer(transferPayload: TransferPayLoad): Promise<TaskResponse>`
+- `end(): Promise<TaskResponse>`
+- `wrapup(wrapupPayload: WrapupPayLoad): Promise<TaskResponse>`
+
+### `Voice`
+
+**File:** `voice/Voice.ts`
+
+**Notes**
+
+- Extends `Task`.
+- Provides `hold()` and `resume()` that delegate to `holdResume()`.
+- Explicitly overrides `accept()` and `decline()` to throw `unsupportedMethodError`.
+- `WebRTC` then overrides these methods with concrete implementations.
+
+### `WebRTC`
+
+**File:** `voice/WebRTC.ts`
+
+**Notes**
+
+- Extends `Voice`.
+- Overrides `accept()` and `decline()` for WebRTC calls.
+- Emits `TASK_EVENTS.TASK_MEDIA` on remote media (`CALL_EVENT_KEYS.REMOTE_MEDIA`).
+- Overrides `unregisterWebCallListeners()`.
+
+### `Digital`
+
+**File:** `digital/Digital.ts`
+
+**Notes**
+
+- Extends `Task`.
+- Implements `accept()`.
+- Overrides `updateTaskData()` to refresh digital task data and UI controls.
+
+### `TaskFactory`
+
+**File:** `TaskFactory.ts`
+
+**API**
+
+- `createTask(contact, webCallingService, data, configFlags, wrapupData?, agentId?): Task`
+
+**Behavior**
+
+- Chooses `WebRTC` vs `Voice` for `MEDIA_CHANNEL.TELEPHONY` based on `webCallingService.loginOption`.
+- Chooses `Digital` for `MEDIA_CHANNEL.CHAT`, `MEDIA_CHANNEL.EMAIL`, `MEDIA_CHANNEL.SOCIAL`.
+- Throws `Error` for unknown media types.
+
+### Task Class Hierarchy Diagram
+
+```mermaid
+classDiagram
+    class Task {
+      <<abstract>>
+      # contact
+      # metricsManager
+      + data: TaskData
+      + webCallMap: Record~TaskId, CallId~
+      + stateMachineService
+      + state
+      # currentUiControls: TaskUIControls
+      # uiControlConfig: UIControlConfig
+      + autoWrapup: AutoWrapup
+      + accept() TaskResponse
+      + transfer(payload) TaskResponse
+      + end() TaskResponse
+      + wrapup(payload) TaskResponse
+      + updateTaskData(updatedData, shouldOverwrite) ITask
+      + sendStateMachineEvent(event) void
+      + hold() TaskResponse
+      + resume() TaskResponse
+      + holdResume() TaskResponse
+      + consult(payload) TaskResponse
+      + endConsult(payload) TaskResponse
+      + consultTransfer(payload) TaskResponse
+      + consultConference() TaskResponse
+      + exitConference() TaskResponse
+      + transferConference() TaskResponse
+      + pauseRecording() TaskResponse
+      + resumeRecording(payload) TaskResponse
+      + toggleMute() void
+      + unregisterWebCallListeners() void
+      + cancelAutoWrapupTimer() void
+    }
+
+    class Voice {
+      + accept() TaskResponse
+      + decline() TaskResponse
+      + hold() TaskResponse
+      + resume() TaskResponse
+      + holdResume() TaskResponse
+      + pauseRecording() TaskResponse
+      + resumeRecording(payload) TaskResponse
+      + consult(payload) TaskResponse
+      + endConsult(payload) TaskResponse
+      + transfer(payload) TaskResponse
+      + consultConference() TaskResponse
+      + exitConference() TaskResponse
+      + transferConference() TaskResponse
+    }
+
+    class WebRTC {
+      - localAudioStream: LocalMicrophoneStream
+      - webCallingService: WebCallingService
+      + accept() TaskResponse
+      + decline() TaskResponse
+      + toggleMute() void
+      + unregisterWebCallListeners() void
+    }
+
+    class Digital {
+      + accept() TaskResponse
+      + updateTaskData(newData, shouldOverwrite) IDigital
+    }
+
+    class TaskFactory {
+      + createTask(contact, webCallingService, data, configFlags, wrapupData, agentId) Task
+    }
+
+    Task <|-- Voice
+    Voice <|-- WebRTC
+    Task <|-- Digital
+
+    TaskFactory ..> Task : creates
+    TaskFactory ..> Voice : creates
+    TaskFactory ..> WebRTC : creates
+    TaskFactory ..> Digital : creates
+```
+
+---
+
+## TaskManager Pattern
+
+TaskManager is a singleton that:
+
+1. Listens for WebSocket task events
+2. Creates/manages Task objects
+3. Routes events to appropriate tasks
+4. Handles WebRTC call mapping
+
+```typescript
+// Singleton access
+const taskManager = TaskManager.getTaskManager(contact, webCallingService, webSocketManager);
+```
+
+---
+
+## AQM Request Modules
+
+### `routingContact(aqm: AqmReqs)` (`contact.ts`)
+
+Returns an object of AQM request methods wired to `TASK_API` and `TASK_MESSAGE_TYPE`.
+
+**Methods**
+
+- `accept`
+- `hold`
+- `unHold`
+- `pauseRecording`
+- `resumeRecording`
+- `consult`
+- `consultEnd`
+- `consultAccept`
+- `blindTransfer`
+- `vteamTransfer`
+- `consultTransfer`
+- `end`
+- `wrapup`
+- `cancelTask`
+- `cancelCtq`
+- `consultConference`
+- `exitConference`
+- `conferenceTransfer`
+
+**Notes**
+
+- Uses `WCC_API_GATEWAY`.
+- Consult with `DESTINATION_TYPE.QUEUE` uses `TIMEOUT_REQ` = `'disabled'` for the request timeout.
+
+### `aqmDialer(aqm: AqmReqs)` (`dialer.ts`)
+
+Returns an object of AQM request methods for outbound dialing.
+
+**Methods**
+
+- `startOutdial` (success: `CC_EVENTS.AGENT_OFFER_CONTACT`, failure: `CC_EVENTS.AGENT_OUTBOUND_FAILED`)
+
+---
+
+## Usage in Task Classes
+
+### `Task` (`Task.ts`)
+
+- Constructor accepts `contact: ReturnType<typeof routingContact>`.
+- Uses:
+  - `contact.vteamTransfer` / `contact.blindTransfer` in `transfer(...)`.
+  - While in consulting state, `transfer(...)` internally routes through consult-transfer behavior.
+  - `contact.end` in `end()`.
+  - `contact.wrapup` in `wrapup(...)`.
+
+### `Voice` (`voice/Voice.ts`)
+
+Uses `contact` for:
+
+- `hold`, `unHold`
+- `pauseRecording`, `resumeRecording`
+- `consult`, `consultEnd`, `consultTransfer`
+- `consultConference`, `exitConference`, `conferenceTransfer`
+
+### `Digital` (`digital/Digital.ts`)
+
+Uses `contact.accept` in `accept()`.
+
+---
+
+## State Machine Layer
+
+`Task` delegates lifecycle transitions and control-state derivation to the state machine:
+
+- Transition graph: `state-machine/TaskStateMachine.ts`
+- Transition conditions: `state-machine/guards.ts`
+- Context mutation and integration hooks: `state-machine/actions.ts`
+- UI control derivation: `state-machine/uiControlsComputer.ts`
+
+For state-machine-specific implementation guidance, use:
+
+- `../state-machine/ai-docs/AGENTS.md`
+- `../state-machine/ai-docs/ARCHITECTURE.md`
+
+### State Inventory (from `state-machine/constants.ts`)
+
+- **Active lifecycle + intermediate states**:
+  - `IDLE`, `OFFERED`, `CONNECTED`
+  - `HOLD_INITIATING`, `HELD`, `RESUME_INITIATING`
+  - `CONSULT_INITIATING`, `CONSULTING`, `CONF_INITIATING`
+  - `CONFERENCING`, `WRAPPING_UP`, `COMPLETED`, `TERMINATED`
+- **Future placeholders (defined, not currently implemented in transitions)**:
+  - `CONSULT_INITIATED`, `CONSULT_COMPLETED`, `POST_CALL`, `PARKED`, `MONITORING`
+
+---
+
+## Event Flow
+
+### Incoming Task Flow
+
+```mermaid
+sequenceDiagram
+    participant BE as Backend
+    participant WS as WebSocket
+    participant TM as TaskManager
+    participant TF as TaskFactory
+    participant T as Task
+    participant CC as ContactCenter
+    participant App as Application
+
+    BE->>WS: AgentOfferContact event
+    WS->>TM: message event
+    TM->>TM: Check if telephony
+    alt BROWSER login
+        TM->>TM: Wait for INCOMING_CALL
+        WS->>TM: LINE_EVENTS.INCOMING_CALL
+        TM->>TM: Map call to task
+    end
+    TM->>TF: TaskFactory.createTask(...)
+    TF-->>TM: Voice/WebRTC/Digital Task instance
+    TM->>TM: Store in taskCollection
+    TM->>CC: emit task:incoming
+    CC->>App: trigger task:incoming
+    App->>T: task.accept()
+```
+
+### Task Operation Flow
+
+```mermaid
+sequenceDiagram
+    participant App
+    participant T as Task
+    participant C as contact service
+    participant AQM as AqmReqs
+    participant WS as WebSocket
+    participant BE as Backend
+
+    App->>T: task.hold()
+    T->>T: Update local state
+    T->>C: contact.hold({data})
+    C->>AQM: req(config)
+    AQM->>BE: POST /v1/tasks/{interactionId}/hold (HTTP via WebexRequest)
+    BE-->>AQM: HTTP response (TaskResponse payload)
+    AQM-->>C: resolve Promise<TaskResponse>
+    C-->>T: return TaskResponse
+    T-->>App: Promise resolves
+    Note over WS,TM: WebSocket is notification channel, not request transport
+    BE-->>WS: AgentContactHeld
+    WS-->>TM: message event
+    TM-->>T: emit task:hold
+```
+
+---
+
+## Task Collection
+
+TaskManager maintains a map of active tasks:
+
+```typescript
+private taskCollection: Record<TaskId, ITask> = {};
+
+// Tasks indexed by interactionId
+this.taskCollection[interactionId] = task;
+
+// Retrieve task
+const task = this.taskCollection[interactionId];
+```
+
+---
+
+## WebSocket Event Handling
+
+TaskManager uses a staged pipeline in `registerTaskListeners()`:
+
+```typescript
+this.webSocketManager.on('message', (event) => {
+  // 1) Parse and validate message
+  const message = TaskManager.parseWebSocketMessage(event);
+  if (!message) return;
+
+  // 2) Build event context (task, payload, mapped state-machine event)
+  const eventContext = this.prepareEventContext(message);
+  if (!eventContext) return;
+
+  // 3) Handle lifecycle changes (create/update/remove task)
+  const actions = this.handleTaskLifecycleEvent(eventContext);
+  const {task} = actions;
+  if (!task) return;
+
+  // 4) Keep task.data synchronized
+  const {payload, stateMachineEvent} = eventContext;
+  if (payload) this.updateTaskData(task, payload);
+
+  // 5) Drive state machine (which emits TASK_EVENTS)
+  if (stateMachineEvent) {
+    task.sendStateMachineEvent(stateMachineEvent);
+  }
+});
+```
+
+### RTD / AI Assistant event routing
+
+`TaskManager.handleRealtimeWebsocketEvent()` handles payloads arriving on the realtime subscription socket used for AI features. It:
+
+1. Normalizes the websocket envelope (`payload.data` vs direct payload form)
+2. Resolves the owning task via `conversationId`
+3. Emits `REAL_TIME_TRANSCRIPTION` on the task for transcript payloads
+4. Emits `SUGGESTED_RESPONSE` on the task only when the backend payload is a final suggestion (`data.type === 'SUGGESTION'`)
+5. Ignores `SUGGESTED_RESPONSE_ACKNOWLEDGE` for public SDK emission
+
+This keeps transcript and suggestion delivery aligned on the same per-task event surface.
+
+---
+
+## WebRTC Integration
+
+For BROWSER login, TaskManager integrates with WebCalling:
+
+```mermaid
+flowchart TD
+    A[AgentOfferContact event] --> B[Determine media + loginOption]
+    B --> C[TaskFactory chooses Voice/WebRTC class]
+    C --> D[Create Task object]
+    D --> E[Store in taskCollection]
+    E --> F{BROWSER login?}
+    F -->|Yes| G[Wait for INCOMING_CALL]
+    G --> H[Map call to task]
+    H --> I[Emit task:incoming]
+    F -->|No| I
+```
+
+### Call Mapping
+
+```typescript
+// WebCallingService maps call IDs to interaction IDs
+this.webCallingService.mapCallToTask(callId, interactionId);
+
+// Task uses call for media operations
+this.webCallingService.answerCall(localAudioStream: LocalMicrophoneStream, taskId: string);
+```
+
+---
+
+## Auto Wrapup
+
+AutoWrapup handles automatic task completion:
+
+```typescript
+// AutoWrapup.ts
+export default class AutoWrapup {
+  private timer: ReturnType<typeof setTimeout> | null = null;
+  private readonly interval: number;
+
+  start(onComplete: () => void) {
+    this.timer = setTimeout(onComplete, this.interval);
+  }
+
+  clear() {
+    if (this.timer) {
+      clearTimeout(this.timer);
+      this.timer = null;
+    }
+  }
+
+  getTimeLeft() {}
+  isRunning() {}
+  getTimeLeftSeconds() {}
+}
+```
+
+---
+
+## Contact Service Operations
+
+Each task operation maps to an AQM request:
+
+```typescript
+// contact.ts
+export default function routingContact(routing: AqmReqs) {
+  return {
+    accept: routing.req((p) => ({
+      url: '/v1/tasks/.../accept',
+      notifSuccess: { bind: { type: CC_EVENTS.AGENT_CONTACT_ASSIGNED }},
+      notifFail: { bind: { type: CC_EVENTS.AGENT_CONTACT_ASSIGN_FAILED }},
+    })),
+
+    hold: routing.req((p) => ({...})),
+    unHold: routing.req((p) => ({...})),
+    consultAccept: routing.req((p) => ({...})),
+    cancelTask: routing.req((p) => ({...})),
+    cancelCtq: routing.req((p) => ({...})),
+    end: routing.req((p) => ({...})),
+    wrapup: routing.req((p) => ({...})),
+    blindTransfer: routing.req((p) => ({...})),
+    consult: routing.req((p) => ({...})),
+    consultTransfer: routing.req((p) => ({...})),
+    // ... more operations
+  };
+}
+```
+
+---
+
+## Task Utils
+
+Helper functions for task state analysis:
+
+```typescript
+// TaskUtils.ts
+
+// Check if participant is in main interaction
+isParticipantInMainInteraction(task, agentId);
+
+// Check if conference is in progress
+getIsConferenceInProgress(taskData);
+
+// Check if agent is primary
+isPrimary(task, agentId);
+
+// Check if secondary EPDN agent
+isSecondaryEpDnAgent(interaction);
+```
+
+---
+
+## Metrics Tracking
+
+| Metric                  | Type                 | When Tracked       |
+| ----------------------- | -------------------- | ------------------ |
+| `TASK_ACCEPT_SUCCESS`   | behavioral, business | Task accepted      |
+| `TASK_HOLD_SUCCESS`     | operational          | Hold succeeded     |
+| `TASK_END_SUCCESS`      | behavioral, business | Task ended         |
+| `TASK_WRAPUP_SUCCESS`   | operational          | Wrapup completed   |
+| `TASK_TRANSFER_SUCCESS` | behavioral, business | Transfer completed |
+| `TASK_OUTDIAL_SUCCESS`  | behavioral, business | Outdial completed  |
+
+---
+
+## Troubleshooting
+
+### Issue: task:incoming not received
+
+**Cause**: Agent not available or TaskManager not initialized
+
+**Solution**:
+
+1. Ensure `cc.register()` completed
+2. Ensure `cc.stationLogin()` completed
+3. Ensure agent state is Available
+
+### Issue: Task operations fail
+
+**Cause**: Task state doesn't allow operation
+
+**Solution**: Check task state before operation:
+
+```typescript
+if (task.uiControls.main.hold.isEnabled) {
+  await task.hold();
+}
+
+// Consult-leg controls are exposed separately.
+if (task.uiControls.consult.hold.isEnabled) {
+  // Render or enable the consult-leg hold action.
+}
+```
+
+### Issue: WebRTC call not connecting
+
+**Cause**: Call not mapped to task
+
+**Solution**: Ensure BROWSER login and mercury connected:
+
+```typescript
+await webex.internal.mercury.connect();
+await cc.stationLogin({ loginOption: 'BROWSER', ... });
+```
+
+---
+
+## Related Files
+
+- [cc.ts](../../../cc.ts) - Main plugin
+- [TaskManager.ts](../TaskManager.ts) - Manager
+- [contact.ts](../contact.ts) - Contact operations
+- [types.ts](../types.ts) - Type definitions
+- [../state-machine/ai-docs/AGENTS.md](../state-machine/ai-docs/AGENTS.md) - State machine guide
+- [../state-machine/ai-docs/ARCHITECTURE.md](../state-machine/ai-docs/ARCHITECTURE.md) - State machine architecture