@webex/contact-center 3.12.0-next.9 → 3.12.0-task-refactor.2

package/dist/services/task/voice/Voice.js.map

@@ -0,0 +1 @@
+{"version":3,"names":["_constants","require","_Utils","_types","_Task","_interopRequireDefault","_loggerProxy","_MetricsManager","_constants2","_stateMachine","_TaskUtils","e","__esModule","default","Voice","Task","constructor","contact","data","callOptions","wrapupData","agentId","resolvedOptions","isEndTaskEnabled","isEndConsultEnabled","voiceVariant","VOICE_VARIANT","PSTN","isRecordingEnabled","getStateMachineSnapshot","stateMachineService","getSnapshot","accept","unsupportedMethodError","METHODS","ACCEPT","decline","REJECT","hold","holdResume","resume","snapshot","snapshotState","value","mainInteractionId","interaction","interactionId","mainMediaResource","media","mediaResourceId","mediaHoldState","isHold","shouldHold","TaskState","HELD","CONNECTED","state","currentState","matches","error","Error","LoggerProxy","module","CC_FILE","method","HOLD_RESUME","initiatingEvent","TaskEvent","HOLD_INITIATED","UNHOLD_INITIATED","send","type","info","successEvt","failedEvt","METRIC_EVENT_NAMES","TASK_HOLD_SUCCESS","TASK_HOLD_FAILED","TASK_RESUME_SUCCESS","TASK_RESUME_FAILED","metricsManager","timeEvent","response","HOLD_SUCCESS","trackEvent","taskId","MetricsManager","getCommonTrackingFieldForAQMResponse","log","trackingId","unHold","UNHOLD_SUCCESS","failureEvent","HOLD_FAILED","UNHOLD_FAILED","reason","toString","detailedError","getErrorDetails","getCommonTrackingFieldForAQMResponseFailed","details","pauseRecording","recordingControlsAvailable","recordingInProgress","context","recordingActive","Boolean","TASK_PAUSE_RECORDING_SUCCESS","TASK_PAUSE_RECORDING_FAILED","result","resumeRecording","resumeRecordingPayload","recordingPaused","TASK_RESUME_RECORDING_SUCCESS","TASK_RESUME_RECORDING_FAILED","autoResumed","consult","consultPayload","canConsult","CONFERENCING","CONSULT","destination","to","destinationType","requestInteractionId","TASK_CONSULT_START_SUCCESS","TASK_CONSULT_START_FAILED","CONSULT_SUCCESS","taskData","CONSULT_FAILED","endConsult","consultEndPayload","TASK_CONSULT_END_SUCCESS","TASK_CONSULT_END_FAILED","consultEnd","transfer","payload","TRANSFER_CALL","TASK_TRANSFER_SUCCESS","TASK_TRANSFER_FAILED","normalizedDestinationType","toLowerCase","CONSULT_TRANSFER_DESTINATION_TYPE","QUEUE","consultContext","destAgent","consultDestinationAgentId","destAgentId","AGENT","consultTransfer","isConsultTransfer","err","consultConference","derivedDestAgentId","calculateDestAgentId","derivedDestType","calculateDestType","consultationData","consultDestinationType","MERGE_TO_CONFERENCE","CONSULT_CONFERENCE","paramsDataForConferenceV2","buildConsultConferenceParamData","CONFERENCE_START","TASK_CONFERENCE_START_SUCCESS","CONFERENCE_FAILED","failedParamsData","TASK_CONFERENCE_START_FAILED","exitConference","isConferencingState","isConferenceInProgressFromData","getIsConferenceInProgress","EXIT_CONFERENCE","TASK_CONFERENCE_EXIT_SUCCESS","TASK_CONFERENCE_EXIT_FAILED","EXIT_CONFERENCE_SUCCESS","EXIT_CONFERENCE_FAILED","transferConference","isValidState","CONSULTING","TRANSFER_CONFERENCE","TASK_CONFERENCE_TRANSFER_SUCCESS","TASK_CONFERENCE_TRANSFER_FAILED","conferenceTransfer","TRANSFER_CONFERENCE_SUCCESS","TRANSFER_CONFERENCE_FAILED","switchCall","consultMediaResourceId","getConsultMediaResourceId","isOnConsultLeg","consultCallHeld","targetEvent","SWITCH_TO_MAIN_CALL","SWITCH_TO_CONSULT","revertEvent","TASK_SWITCH_CALL_SUCCESS","TASK_SWITCH_CALL_FAILED","direction","getChannelSpecificActionOverrides","baseOverrides","emitTaskHold","createEmitSelfAction","TASK_EVENTS","TASK_HOLD","updateTaskData","emitTaskResume","TASK_RESUME","emitTaskRecordingStarted","TASK_RECORDING_STARTED","emitTaskRecordingPaused","TASK_RECORDING_PAUSED","emitTaskRecordingPauseFailed","TASK_RECORDING_PAUSE_FAILED","emitTaskRecordingResumed","TASK_RECORDING_RESUMED","emitTaskRecordingResumeFailed","TASK_RECORDING_RESUME_FAILED","emitTaskParticipantJoined","TASK_PARTICIPANT_JOINED","emitTaskParticipantLeft","TASK_PARTICIPANT_LEFT","emitTaskConferenceStarted","TASK_CONFERENCE_STARTED","emitTaskConferenceEnded","TASK_CONFERENCE_ENDED","emitTaskConferenceFailed","TASK_CONFERENCE_FAILED","emitTaskExitConference","TASK_EXIT_CONFERENCE","emitTaskTransferConference","TASK_TRANSFER_CONFERENCE","emitTaskSwitchCall","TASK_SWITCH_CALL","emitTaskTransferConferenceFailed","emitTaskOutdialFailed","TASK_OUTDIAL_FAILED","exports"],"sources":["Voice.ts"],"sourcesContent":["import {CC_FILE, METHODS} from '../../../constants';\nimport {\n  buildConsultConferenceParamData,\n  calculateDestAgentId,\n  calculateDestType,\n  getErrorDetails,\n} from '../../core/Utils';\nimport routingContact from '../contact';\nimport {\n  ConsultPayload,\n  ConsultEndPayload,\n  ResumeRecordingPayload,\n  TaskData,\n  TaskResponse,\n  IVoice,\n  VoiceUIControlOptions,\n  TransferPayLoad,\n  ConsultTransferPayLoad,\n  consultConferencePayloadData,\n  CONSULT_TRANSFER_DESTINATION_TYPE,\n  TASK_EVENTS,\n  VOICE_VARIANT,\n} from '../types';\nimport Task from '../Task';\nimport LoggerProxy from '../../../logger-proxy';\nimport MetricsManager from '../../../metrics/MetricsManager';\nimport {METRIC_EVENT_NAMES} from '../../../metrics/constants';\nimport {TaskState, TaskEvent} from '../state-machine';\nimport {WrapupData} from '../../config/types';\nimport {getConsultMediaResourceId, getIsConferenceInProgress} from '../TaskUtils';\n\nexport default class Voice extends Task implements IVoice {\n  constructor(\n    contact: ReturnType<typeof routingContact>,\n    data: TaskData,\n    callOptions?: VoiceUIControlOptions,\n    wrapupData?: WrapupData,\n    agentId?: string\n  ) {\n    const resolvedOptions = {\n      isEndTaskEnabled: callOptions?.isEndTaskEnabled ?? true,\n      isEndConsultEnabled: callOptions?.isEndConsultEnabled ?? true,\n      voiceVariant: callOptions?.voiceVariant ?? VOICE_VARIANT.PSTN,\n      isRecordingEnabled: callOptions?.isRecordingEnabled ?? true,\n    };\n\n    super(\n      contact,\n      data,\n      {\n        ...resolvedOptions,\n      },\n      wrapupData,\n      agentId\n    );\n  }\n\n  private getStateMachineSnapshot() {\n    return this.stateMachineService?.getSnapshot?.();\n  }\n\n  /**\n   * This method is used to accept the task.\n   * It is expected to be overridden by child classes.\n   * @returns Promise<TaskResponse>\n   * @throws Error\n   */\n  public async accept(): Promise<TaskResponse> {\n    super.unsupportedMethodError(METHODS.ACCEPT);\n  }\n\n  /**\n   * This method is used to decline the task.\n   * It is expected to be overridden by child classes.\n   * @returns Promise<TaskResponse>\n   * @throws Error\n   */\n  public async decline(): Promise<TaskResponse> {\n    super.unsupportedMethodError(METHODS.REJECT);\n  }\n\n  /**\n   * This is used to hold the task.\n   * @returns Promise<TaskResponse>\n   * @throws Error\n   * @example\n   * ```typescript\n   * task.hold().then(()=>{}).catch(()=>{})\n   * ```\n   * */\n  public async hold(): Promise<TaskResponse> {\n    return this.holdResume();\n  }\n\n  /**\n   * This is used to resume the task.\n   * @returns Promise<TaskResponse>\n   * @throws Error\n   * @example\n   * ```typescript\n   * task.resume().then(()=>{}).catch(()=>{})\n   * ```\n   * */\n  public async resume(): Promise<TaskResponse> {\n    return this.holdResume();\n  }\n\n  /**\n   * This is used to hold or resume the task.\n   * @param isHeld: boolean - true to hold the task, false to resume it\n   * @returns Promise<TaskResponse>\n   * @throws Error\n   * @example\n   * ```typescript\n   * task.holdResume(isHeld: true).then(()=>{}).catch(()=>{})\n   * ```\n   * */\n  public async holdResume(): Promise<TaskResponse> {\n    /* \n    Determine if the task is being held or resumed based on the media resource state\n    If the media resource is not found, default to resuming the task\n    */\n    const snapshot = this.getStateMachineSnapshot();\n    const snapshotState = snapshot?.value as TaskState | undefined;\n    const mainInteractionId = this.data.interaction?.mainInteractionId || this.data.interactionId;\n    const mainMediaResource =\n      this.data.interaction?.media?.[mainInteractionId]?.mediaResourceId ||\n      this.data.mediaResourceId;\n    const mediaHoldState =\n      this.data.interaction?.media?.[mainInteractionId]?.isHold ??\n      this.data.interaction.media?.[mainMediaResource]?.isHold;\n    let shouldHold = !(mediaHoldState ?? false);\n    if (snapshotState === TaskState.HELD) {\n      shouldHold = false;\n    } else if (snapshotState === TaskState.CONNECTED) {\n      shouldHold = true;\n    }\n\n    // Validate operation is allowed in current state\n    const state = snapshot;\n    if (state) {\n      const currentState = state.value as TaskState;\n      if (shouldHold) {\n        if (!state.matches(TaskState.CONNECTED)) {\n          const error = new Error(`Cannot hold call in current state: ${currentState}`);\n          LoggerProxy.error('Hold operation not allowed', {\n            module: CC_FILE,\n            method: METHODS.HOLD_RESUME,\n            interactionId: this.data.interactionId,\n          });\n          throw error;\n        }\n      } else if (!state.matches(TaskState.HELD)) {\n        const error = new Error(`Cannot resume call in current state: ${currentState}`);\n        LoggerProxy.error('Resume operation not allowed', {\n          module: CC_FILE,\n          method: METHODS.HOLD_RESUME,\n          interactionId: this.data.interactionId,\n        });\n        throw error;\n      }\n    }\n\n    // Send initiating event to transition to intermediate state\n    if (this.stateMachineService) {\n      const initiatingEvent = shouldHold ? TaskEvent.HOLD_INITIATED : TaskEvent.UNHOLD_INITIATED;\n      this.stateMachineService.send({\n        type: initiatingEvent,\n        mediaResourceId: mainMediaResource,\n      });\n    }\n\n    LoggerProxy.info(`${shouldHold ? 'Holding' : 'Resuming'} task`, {\n      module: CC_FILE,\n      method: METHODS.HOLD_RESUME,\n      interactionId: this.data.interactionId,\n    });\n    const [successEvt, failedEvt] = shouldHold\n      ? [METRIC_EVENT_NAMES.TASK_HOLD_SUCCESS, METRIC_EVENT_NAMES.TASK_HOLD_FAILED]\n      : [METRIC_EVENT_NAMES.TASK_RESUME_SUCCESS, METRIC_EVENT_NAMES.TASK_RESUME_FAILED];\n\n    this.metricsManager.timeEvent([successEvt, failedEvt]);\n\n    try {\n      let response: TaskResponse;\n      if (shouldHold) {\n        response = await this.contact.hold({\n          interactionId: this.data.interactionId,\n          data: {mediaResourceId: mainMediaResource},\n        });\n\n        // Send success event to complete the transition\n        if (this.stateMachineService) {\n          this.stateMachineService.send({\n            type: TaskEvent.HOLD_SUCCESS,\n            mediaResourceId: mainMediaResource,\n          });\n        }\n\n        this.metricsManager.trackEvent(\n          successEvt,\n          {\n            taskId: this.data.interactionId,\n            mediaResourceId: mainMediaResource,\n            ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),\n          },\n          ['operational', 'behavioral']\n        );\n        LoggerProxy.log(`Task placed on hold successfully`, {\n          module: CC_FILE,\n          method: METHODS.HOLD_RESUME,\n          trackingId: response.trackingId,\n          interactionId: this.data.interactionId,\n        });\n      } else {\n        response = await this.contact.unHold({\n          interactionId: this.data.interactionId,\n          data: {mediaResourceId: mainMediaResource},\n        });\n\n        // Send success event to complete the transition\n        if (this.stateMachineService) {\n          this.stateMachineService.send({\n            type: TaskEvent.UNHOLD_SUCCESS,\n            mediaResourceId: mainMediaResource,\n          });\n        }\n\n        this.metricsManager.trackEvent(\n          successEvt,\n          {\n            taskId: this.data.interactionId,\n            mainInteractionId,\n            mediaResourceId: mainMediaResource,\n            ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),\n          },\n          ['operational', 'behavioral']\n        );\n        LoggerProxy.log(`Task resumed successfully`, {\n          module: CC_FILE,\n          method: METHODS.HOLD_RESUME,\n          trackingId: response.trackingId,\n          interactionId: this.data.interactionId,\n        });\n      }\n\n      return response;\n    } catch (error) {\n      const failureEvent = shouldHold ? TaskEvent.HOLD_FAILED : TaskEvent.UNHOLD_FAILED;\n      this.stateMachineService.send({\n        type: failureEvent,\n        reason: error.toString(),\n        mediaResourceId: this.data.mediaResourceId,\n      });\n\n      const {error: detailedError} = getErrorDetails(error, 'holdResume', CC_FILE);\n      this.metricsManager.trackEvent(\n        failedEvt,\n        shouldHold\n          ? {\n              taskId: this.data.interactionId,\n              mediaResourceId: this.data.mediaResourceId,\n              error: error.toString(),\n              ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),\n            }\n          : {\n              taskId: this.data.interactionId,\n              error: error.toString(),\n              ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),\n            },\n        ['operational', 'behavioral']\n      );\n      throw detailedError;\n    }\n  }\n\n  /**\n   * This is used to pause the call recording\n   * @returns Promise<TaskResponse>\n   * @throws Error\n   * @example\n   * ```typescript\n   * task.pauseRecording().then(()=>{}).catch(()=>{});\n   * ```\n   */\n  public async pauseRecording(): Promise<TaskResponse> {\n    // Validate recording is active\n    const state = this.getStateMachineSnapshot();\n    if (state) {\n      const {recordingControlsAvailable, recordingInProgress} = state.context as {\n        recordingControlsAvailable?: boolean;\n        recordingInProgress?: boolean;\n      };\n      const recordingActive = Boolean(recordingControlsAvailable && recordingInProgress);\n      if (!recordingActive) {\n        const error = new Error('Recording is not active or already paused');\n        LoggerProxy.error('Pause recording operation not allowed', {\n          module: CC_FILE,\n          method: 'pauseRecording',\n          interactionId: this.data.interactionId,\n        });\n        throw error;\n      }\n    }\n\n    try {\n      LoggerProxy.info(`Pausing recording`, {\n        module: CC_FILE,\n        method: 'pauseRecording',\n        interactionId: this.data.interactionId,\n      });\n      this.metricsManager.timeEvent([\n        METRIC_EVENT_NAMES.TASK_PAUSE_RECORDING_SUCCESS,\n        METRIC_EVENT_NAMES.TASK_PAUSE_RECORDING_FAILED,\n      ]);\n      const result = await this.contact.pauseRecording({interactionId: this.data.interactionId});\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_PAUSE_RECORDING_SUCCESS,\n        {\n          taskId: this.data.interactionId,\n          ...MetricsManager.getCommonTrackingFieldForAQMResponse(result),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n      LoggerProxy.log(`Recording paused successfully`, {\n        module: CC_FILE,\n        method: 'pauseRecording',\n        trackingId: result.trackingId,\n        interactionId: this.data.interactionId,\n      });\n\n      return result;\n    } catch (error) {\n      const {error: detailedError} = getErrorDetails(error, 'pauseRecording', CC_FILE);\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_PAUSE_RECORDING_FAILED,\n        {\n          taskId: this.data.interactionId,\n          error: error.toString(),\n          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n      throw detailedError;\n    }\n  }\n\n  /**\n   * This is used to pause the call recording\n   * @param resumeRecordingPayload\n   * @returns Promise<TaskResponse>\n   * @throws Error\n   * @example\n   * ```typescript\n   * task.resumeRecording(resumeRecordingPayload).then(()=>{}).catch(()=>{});\n   * ```\n   */\n  public async resumeRecording(\n    resumeRecordingPayload?: ResumeRecordingPayload\n  ): Promise<TaskResponse> {\n    // Validate recording is paused\n    const state = this.getStateMachineSnapshot();\n    if (state) {\n      const {recordingControlsAvailable, recordingInProgress} = state.context as {\n        recordingControlsAvailable?: boolean;\n        recordingInProgress?: boolean;\n      };\n      const recordingPaused = Boolean(recordingControlsAvailable && !recordingInProgress);\n      if (!recordingPaused) {\n        const error = new Error('Recording is not paused');\n        LoggerProxy.error('Resume recording operation not allowed', {\n          module: CC_FILE,\n          method: 'resumeRecording',\n          interactionId: this.data.interactionId,\n        });\n        throw error;\n      }\n    }\n\n    try {\n      LoggerProxy.info(`Resuming recording`, {\n        module: CC_FILE,\n        method: 'resumeRecording',\n        interactionId: this.data.interactionId,\n      });\n      this.metricsManager.timeEvent([\n        METRIC_EVENT_NAMES.TASK_RESUME_RECORDING_SUCCESS,\n        METRIC_EVENT_NAMES.TASK_RESUME_RECORDING_FAILED,\n      ]);\n      resumeRecordingPayload ??= {autoResumed: false};\n\n      const result = await this.contact.resumeRecording({\n        interactionId: this.data.interactionId,\n        data: resumeRecordingPayload,\n      });\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_RESUME_RECORDING_SUCCESS,\n        {\n          taskId: this.data.interactionId,\n          ...MetricsManager.getCommonTrackingFieldForAQMResponse(result),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n      LoggerProxy.log(`Recording resumed successfully`, {\n        module: CC_FILE,\n        method: 'resumeRecording',\n        trackingId: result.trackingId,\n        interactionId: this.data.interactionId,\n      });\n\n      return result;\n    } catch (error) {\n      const {error: detailedError} = getErrorDetails(error, 'resumeRecording', CC_FILE);\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_RESUME_RECORDING_FAILED,\n        {\n          taskId: this.data.interactionId,\n          error: error.toString(),\n          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n      throw detailedError;\n    }\n  }\n\n  /**\n   * This is used to consult the task\n   * @param consultPayload\n   * @returns Promise<TaskResponse>\n   * @throws Error\n   * @example\n   * ```typescript\n   * const consultPayload = {\n   *   destination: 'myBuddyAgentId',\n   *   destinationType: DESTINATION_TYPE.AGENT,\n   * }\n   * task.consult(consultPayload).then(()=>{}).catch(()=>{});\n   * ```\n   * */\n  public async consult(consultPayload?: ConsultPayload): Promise<TaskResponse> {\n    // Validate consult is allowed\n    const state = this.getStateMachineSnapshot();\n    const canConsult =\n      state &&\n      (state.matches(TaskState.CONNECTED) ||\n        state.matches(TaskState.HELD) ||\n        state.matches(TaskState.CONFERENCING));\n\n    if (!canConsult) {\n      const currentState = state?.value as TaskState;\n      const error = new Error(`Cannot initiate consult in ${currentState} state`);\n      LoggerProxy.error('Consult operation not allowed', {\n        module: CC_FILE,\n        method: 'consult',\n        interactionId: this.data.interactionId,\n      });\n      throw error;\n    }\n\n    // Send initiating event to transition to CONSULT_INITIATING state\n    if (this.stateMachineService) {\n      this.stateMachineService.send({\n        type: TaskEvent.CONSULT,\n        destination: consultPayload.to,\n        destinationType: consultPayload.destinationType,\n      });\n    }\n\n    const requestInteractionId =\n      this.data.interaction?.mainInteractionId || this.data.interactionId;\n\n    try {\n      LoggerProxy.info(`Starting consult`, {\n        module: CC_FILE,\n        method: 'consult',\n        interactionId: requestInteractionId,\n      });\n      this.metricsManager.timeEvent([\n        METRIC_EVENT_NAMES.TASK_CONSULT_START_SUCCESS,\n        METRIC_EVENT_NAMES.TASK_CONSULT_START_FAILED,\n      ]);\n      const result = await this.contact.consult({\n        interactionId: requestInteractionId,\n        data: consultPayload,\n      });\n\n      // Send success event to transition to CONSULTING state\n      if (this.stateMachineService) {\n        this.stateMachineService.send({\n          type: TaskEvent.CONSULT_SUCCESS,\n          taskData: result.data,\n        });\n      }\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_CONSULT_START_SUCCESS,\n        {\n          taskId: this.data.interactionId,\n          requestInteractionId,\n          destination: consultPayload.to,\n          destinationType: consultPayload.destinationType,\n          ...MetricsManager.getCommonTrackingFieldForAQMResponse(result),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n      LoggerProxy.log(`Consult successfully initiated to ${consultPayload.to}`, {\n        module: CC_FILE,\n        method: 'consult',\n        trackingId: result.trackingId,\n        interactionId: requestInteractionId,\n      });\n\n      return result;\n    } catch (error) {\n      this.stateMachineService.send({\n        type: TaskEvent.CONSULT_FAILED,\n        reason: error.toString(),\n      });\n\n      const {error: detailedError} = getErrorDetails(error, 'consult', CC_FILE);\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_CONSULT_START_FAILED,\n        {\n          taskId: this.data.interactionId,\n          requestInteractionId,\n          destination: consultPayload.to,\n          destinationType: consultPayload.destinationType,\n          error: error.toString(),\n          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n      throw detailedError;\n    }\n  }\n\n  /**\n   * This is used to end the consult session on the task.\n   * @param consultEndPayload - Payload indicating consult end flags and identifiers\n   * @returns Promise<TaskResponse>\n   * @throws Error\n   * @example\n   * ```typescript\n   * task.endConsult({\n   *   isConsult: true,\n   *   queueId: 'myQueueId',\n   *   taskId: 'taskId',\n   * });\n   * ```\n   */\n  public async endConsult(consultEndPayload?: ConsultEndPayload): Promise<TaskResponse> {\n    const requestInteractionId =\n      this.data.interaction?.mainInteractionId || this.data.interactionId;\n\n    try {\n      LoggerProxy.info(`Ending consult`, {\n        module: CC_FILE,\n        method: 'endConsult',\n        interactionId: requestInteractionId,\n      });\n      this.metricsManager.timeEvent([\n        METRIC_EVENT_NAMES.TASK_CONSULT_END_SUCCESS,\n        METRIC_EVENT_NAMES.TASK_CONSULT_END_FAILED,\n      ]);\n      const result = await this.contact.consultEnd({\n        interactionId: requestInteractionId,\n        data: consultEndPayload,\n      });\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_CONSULT_END_SUCCESS,\n        {\n          taskId: this.data.interactionId,\n          requestInteractionId,\n          ...MetricsManager.getCommonTrackingFieldForAQMResponse(result),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n      LoggerProxy.log(`Consult ended successfully`, {\n        module: CC_FILE,\n        method: 'endConsult',\n        trackingId: result.trackingId,\n        interactionId: this.data.interactionId,\n      });\n\n      return result;\n    } catch (error) {\n      const {error: detailedError} = getErrorDetails(error, 'endConsult', CC_FILE);\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_CONSULT_END_FAILED,\n        {\n          taskId: this.data.interactionId,\n          requestInteractionId,\n          error: error.toString(),\n          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n      throw detailedError;\n    }\n  }\n\n  /**\n   * This is used to transfer the task.\n   * @param payload - Transfer payload\n   * @returns Promise<TaskResponse>\n   * @throws Error\n   * @example\n   * ```typescript\n   * task.transfer({\n   *   to: 'destinationId',\n   *   destinationType: DESTINATION_TYPE.AGENT,\n   *   consult: true, // Optional, if true will perform a consult transfer else blind transfer\n   * });\n   * ```\n   */\n  public async transfer(payload: TransferPayLoad): Promise<TaskResponse> {\n    try {\n      LoggerProxy.info(`Transferring task to ${payload.to}`, {\n        module: CC_FILE,\n        method: METHODS.TRANSFER_CALL,\n        interactionId: this.data.interactionId,\n      });\n      this.metricsManager.timeEvent([\n        METRIC_EVENT_NAMES.TASK_TRANSFER_SUCCESS,\n        METRIC_EVENT_NAMES.TASK_TRANSFER_FAILED,\n      ]);\n\n      // consult transfer path\n      if (this.data.interaction.state === 'consulting') {\n        const normalizedDestinationType =\n          payload.destinationType === 'Agent' || payload.destinationType === 'Queue'\n            ? (payload.destinationType.toLowerCase() as ConsultTransferPayLoad['destinationType'])\n            : payload.destinationType;\n        let consultPayload: ConsultTransferPayLoad = {\n          to: payload.to,\n          destinationType: normalizedDestinationType,\n        };\n\n        if (normalizedDestinationType === CONSULT_TRANSFER_DESTINATION_TYPE.QUEUE) {\n          const consultContext = this.getStateMachineSnapshot()?.context;\n          const destAgent = consultContext?.consultDestinationAgentId || this.data.destAgentId;\n          if (!destAgent) {\n            throw new Error('No agent has accepted this queue consult yet');\n          }\n          consultPayload = {\n            to: destAgent,\n            destinationType: CONSULT_TRANSFER_DESTINATION_TYPE.AGENT,\n          };\n        }\n\n        const result = await this.contact.consultTransfer({\n          interactionId: this.data.interactionId,\n          data: consultPayload,\n        });\n        this.metricsManager.trackEvent(\n          METRIC_EVENT_NAMES.TASK_TRANSFER_SUCCESS,\n          {\n            taskId: this.data.interactionId,\n            destination: consultPayload.to,\n            destinationType: consultPayload.destinationType,\n            isConsultTransfer: true,\n            ...MetricsManager.getCommonTrackingFieldForAQMResponse(result),\n          },\n          ['operational', 'behavioral', 'business']\n        );\n        LoggerProxy.log(`Consult transfer completed successfully to ${consultPayload.to}`, {\n          module: CC_FILE,\n          method: METHODS.TRANSFER_CALL,\n          trackingId: result.trackingId,\n          interactionId: this.data.interactionId,\n        });\n\n        return result;\n      }\n\n      // standard blind transfer\n      return await super.transfer({\n        to: payload.to,\n        destinationType: payload.destinationType,\n      });\n    } catch (err) {\n      const {error: detailedError} = getErrorDetails(err, METHODS.TRANSFER_CALL, CC_FILE);\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_TRANSFER_FAILED,\n        {\n          taskId: this.data.interactionId,\n          destination: payload.to,\n          destinationType: payload.destinationType,\n          isConsultTransfer: this.data.interaction.state === 'consulting',\n          error: err.toString(),\n          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(err.details || {}),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n      throw detailedError;\n    }\n  }\n\n  /**\n   * Start a consult conference, merging main and consult calls.\n   */\n  public async consultConference(): Promise<TaskResponse> {\n    const derivedDestAgentId =\n      this.data.interaction && this.data.agentId\n        ? calculateDestAgentId(this.data.interaction, this.data.agentId)\n        : '';\n    const derivedDestType =\n      this.data.interaction && this.data.agentId\n        ? calculateDestType(this.data.interaction, this.data.agentId)\n        : '';\n\n    const consultationData: consultConferencePayloadData = {\n      agentId: this.data.agentId,\n      destinationType:\n        this.getStateMachineSnapshot()?.context?.consultDestinationType ||\n        this.data.destinationType ||\n        derivedDestType ||\n        'agent',\n      destAgentId:\n        this.getStateMachineSnapshot()?.context?.consultDestinationAgentId ||\n        this.data.destAgentId ||\n        derivedDestAgentId,\n    };\n\n    // Send state machine event to transition to CONF_INITIATING\n    if (this.stateMachineService) {\n      this.stateMachineService.send({\n        type: TaskEvent.MERGE_TO_CONFERENCE,\n      });\n    }\n\n    try {\n      if (!consultationData.destAgentId) {\n        throw new Error('Unable to determine consult destination for conference');\n      }\n\n      LoggerProxy.info(`Initiating consult conference to ${consultationData.destAgentId}`, {\n        module: CC_FILE,\n        method: METHODS.CONSULT_CONFERENCE,\n        interactionId: this.data.interactionId,\n      });\n\n      const paramsDataForConferenceV2 = buildConsultConferenceParamData(\n        consultationData,\n        this.data.interactionId\n      );\n\n      const response = await this.contact.consultConference({\n        interactionId: paramsDataForConferenceV2.interactionId,\n        data: paramsDataForConferenceV2.data,\n      });\n\n      // Send success event to transition to CONFERENCING\n      if (this.stateMachineService) {\n        this.stateMachineService.send({\n          type: TaskEvent.CONFERENCE_START,\n        });\n      }\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_CONFERENCE_START_SUCCESS,\n        {\n          taskId: this.data.interactionId,\n          destination: paramsDataForConferenceV2.data.to,\n          destinationType: paramsDataForConferenceV2.data.destinationType,\n          agentId: paramsDataForConferenceV2.data.agentId,\n          ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n\n      LoggerProxy.log(`Consult conference started successfully`, {\n        module: CC_FILE,\n        method: METHODS.CONSULT_CONFERENCE,\n        interactionId: this.data.interactionId,\n      });\n\n      return response;\n    } catch (error) {\n      // Send failure event to revert state\n      if (this.stateMachineService) {\n        this.stateMachineService.send({\n          type: TaskEvent.CONFERENCE_FAILED,\n          reason: error.toString(),\n        });\n      }\n\n      const {error: detailedError} = getErrorDetails(error, METHODS.CONSULT_CONFERENCE, CC_FILE);\n\n      const failedParamsData = buildConsultConferenceParamData(\n        consultationData,\n        this.data.interactionId\n      );\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_CONFERENCE_START_FAILED,\n        {\n          taskId: this.data.interactionId,\n          destination: failedParamsData.data.to,\n          destinationType: failedParamsData.data.destinationType,\n          agentId: failedParamsData.data.agentId,\n          error: error.toString(),\n          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n\n      LoggerProxy.error(`Failed to start consult conference`, {\n        module: CC_FILE,\n        method: METHODS.CONSULT_CONFERENCE,\n        interactionId: this.data.interactionId,\n      });\n\n      throw detailedError;\n    }\n  }\n\n  /**\n   * Exit from a conference call.\n   * Per conference-spec.md:\n   * - Primary agent exits to wrapup\n   * - Non-primary agent exits to available/connected\n   * - Other participants continue the call\n   *\n   * @returns Promise<TaskResponse>\n   * @throws Error if not in conference or exit fails\n   * @example\n   * ```typescript\n   * task.exitConference().then(() => {}).catch(() => {});\n   * ```\n   */\n  public async exitConference(): Promise<TaskResponse> {\n    // Validate we're in conference state OR conference is in progress per task data\n    // This handles cases where:\n    // 1. State machine is in CONFERENCING state\n    // 2. State machine is in CONNECTED but conference is active (e.g., ownership transferred)\n    const state = this.getStateMachineSnapshot();\n    const isConferencingState = state?.matches(TaskState.CONFERENCING);\n\n    const isConferenceInProgressFromData = this.data ? getIsConferenceInProgress(this.data) : false;\n\n    if (!state || (!isConferencingState && !isConferenceInProgressFromData)) {\n      const currentState = state?.value as TaskState;\n      const error = new Error(`Cannot exit conference in ${currentState} state`);\n      LoggerProxy.error('Exit conference operation not allowed', {\n        module: CC_FILE,\n        method: 'exitConference',\n        interactionId: this.data.interactionId,\n      });\n      throw error;\n    }\n\n    // Send state machine event\n    if (this.stateMachineService) {\n      this.stateMachineService.send({\n        type: TaskEvent.EXIT_CONFERENCE,\n        agentId: this.data.agentId,\n      });\n    }\n\n    const requestInteractionId =\n      this.data.interaction?.mainInteractionId || this.data.interactionId;\n\n    try {\n      LoggerProxy.info(`Exiting conference`, {\n        module: CC_FILE,\n        method: 'exitConference',\n        interactionId: requestInteractionId,\n      });\n\n      this.metricsManager.timeEvent([\n        METRIC_EVENT_NAMES.TASK_CONFERENCE_EXIT_SUCCESS,\n        METRIC_EVENT_NAMES.TASK_CONFERENCE_EXIT_FAILED,\n      ]);\n\n      const response = await this.contact.exitConference({\n        interactionId: requestInteractionId,\n      });\n\n      // Send success event to transition state\n      if (this.stateMachineService) {\n        this.stateMachineService.send({\n          type: TaskEvent.EXIT_CONFERENCE_SUCCESS,\n          taskData: response.data,\n        });\n      }\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_CONFERENCE_EXIT_SUCCESS,\n        {\n          taskId: this.data.interactionId,\n          requestInteractionId,\n          agentId: this.data.agentId,\n          ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n\n      LoggerProxy.log(`Successfully exited conference`, {\n        module: CC_FILE,\n        method: 'exitConference',\n        trackingId: response.trackingId,\n        interactionId: requestInteractionId,\n      });\n\n      return response;\n    } catch (error) {\n      // Send failure event\n      if (this.stateMachineService) {\n        this.stateMachineService.send({\n          type: TaskEvent.EXIT_CONFERENCE_FAILED,\n          reason: error.toString(),\n        });\n      }\n\n      const {error: detailedError} = getErrorDetails(error, 'exitConference', CC_FILE);\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_CONFERENCE_EXIT_FAILED,\n        {\n          taskId: this.data.interactionId,\n          requestInteractionId,\n          agentId: this.data.agentId,\n          error: error.toString(),\n          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n\n      LoggerProxy.error(`Failed to exit conference`, {\n        module: CC_FILE,\n        method: 'exitConference',\n        interactionId: requestInteractionId,\n      });\n\n      throw detailedError;\n    }\n  }\n\n  /**\n   * Transfer the conference to another participant.\n   * Per conference-spec.md: Only primary agent can transfer conference.\n   * After transfer, the transferring agent exits to wrapup.\n   *\n   * @returns Promise<TaskResponse>\n   * @throws Error if not in conference or transfer fails\n   * @example\n   * ```typescript\n   * task.transferConference().then(() => {}).catch(() => {});\n   * ```\n   */\n  public async transferConference(): Promise<TaskResponse> {\n    // Validate we're in conference or consulting state\n    // CONSULTING is allowed because agent can transfer conference while consulting\n    // (transfers ownership to the consulted agent)\n    const state = this.getStateMachineSnapshot();\n    const isValidState =\n      state && (state.matches(TaskState.CONFERENCING) || state.matches(TaskState.CONSULTING));\n    if (!isValidState) {\n      const currentState = state?.value as TaskState;\n      const error = new Error(`Cannot transfer conference in ${currentState} state`);\n      LoggerProxy.error('Transfer conference operation not allowed', {\n        module: CC_FILE,\n        method: 'transferConference',\n        interactionId: this.data.interactionId,\n      });\n      throw error;\n    }\n\n    // Send state machine event\n    if (this.stateMachineService) {\n      this.stateMachineService.send({\n        type: TaskEvent.TRANSFER_CONFERENCE,\n        agentId: this.data.agentId,\n      });\n    }\n\n    const requestInteractionId =\n      this.data.interaction?.mainInteractionId || this.data.interactionId;\n\n    try {\n      LoggerProxy.info(`Transferring conference`, {\n        module: CC_FILE,\n        method: 'transferConference',\n        interactionId: requestInteractionId,\n      });\n\n      this.metricsManager.timeEvent([\n        METRIC_EVENT_NAMES.TASK_CONFERENCE_TRANSFER_SUCCESS,\n        METRIC_EVENT_NAMES.TASK_CONFERENCE_TRANSFER_FAILED,\n      ]);\n\n      const response = await this.contact.conferenceTransfer({\n        interactionId: requestInteractionId,\n      });\n\n      // Send success event to transition state\n      if (this.stateMachineService) {\n        this.stateMachineService.send({\n          type: TaskEvent.TRANSFER_CONFERENCE_SUCCESS,\n          taskData: response.data,\n        });\n      }\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_CONFERENCE_TRANSFER_SUCCESS,\n        {\n          taskId: this.data.interactionId,\n          requestInteractionId,\n          agentId: this.data.agentId,\n          ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n\n      LoggerProxy.log(`Successfully transferred conference`, {\n        module: CC_FILE,\n        method: 'transferConference',\n        trackingId: response.trackingId,\n        interactionId: requestInteractionId,\n      });\n\n      return response;\n    } catch (error) {\n      // Send failure event\n      if (this.stateMachineService) {\n        this.stateMachineService.send({\n          type: TaskEvent.TRANSFER_CONFERENCE_FAILED,\n          reason: error.toString(),\n        });\n      }\n\n      const {error: detailedError} = getErrorDetails(error, 'transferConference', CC_FILE);\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_CONFERENCE_TRANSFER_FAILED,\n        {\n          taskId: this.data.interactionId,\n          requestInteractionId,\n          agentId: this.data.agentId,\n          error: error.toString(),\n          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n\n      LoggerProxy.error(`Failed to transfer conference`, {\n        module: CC_FILE,\n        method: 'transferConference',\n        interactionId: requestInteractionId,\n      });\n\n      throw detailedError;\n    }\n  }\n\n  /**\n   * Toggle between consult call and main call during consulting.\n   * If on consult leg (consultCallHeld = false), switches to main call by holding consult.\n   * If on main call (consultCallHeld = true), switches to consult by resuming consult.\n   *\n   * @returns Promise<TaskResponse>\n   * @throws Error if not in CONSULTING state or no consult media resource\n   * @example\n   * ```typescript\n   * await task.switchCall();\n   * ```\n   */\n  public async switchCall(): Promise<TaskResponse> {\n    // Validate we're in CONSULTING state\n    const state = this.getStateMachineSnapshot();\n    if (!state?.matches(TaskState.CONSULTING)) {\n      const currentState = state?.value as TaskState;\n      const error = new Error(`Cannot switch call in ${currentState} state`);\n      LoggerProxy.error('Switch call operation not allowed', {\n        module: CC_FILE,\n        method: 'switchCall',\n        interactionId: this.data.interactionId,\n      });\n      throw error;\n    }\n\n    // Validate we have a consult media resource\n    const consultMediaResourceId = getConsultMediaResourceId(\n      this.data.interaction,\n      this.data.consultMediaResourceId,\n      this.data.agentId\n    );\n    if (!consultMediaResourceId) {\n      const error = new Error('No consult media resource available');\n      LoggerProxy.error('Switch call failed - no consult media resource', {\n        module: CC_FILE,\n        method: 'switchCall',\n        interactionId: this.data.interactionId,\n      });\n      throw error;\n    }\n\n    const context = state.context;\n    const isOnConsultLeg = !context.consultCallHeld;\n\n    // Determine direction and send appropriate state machine event\n    const targetEvent = isOnConsultLeg\n      ? TaskEvent.SWITCH_TO_MAIN_CALL\n      : TaskEvent.SWITCH_TO_CONSULT;\n    const revertEvent = isOnConsultLeg\n      ? TaskEvent.SWITCH_TO_CONSULT\n      : TaskEvent.SWITCH_TO_MAIN_CALL;\n\n    if (this.stateMachineService) {\n      this.stateMachineService.send({type: targetEvent});\n    }\n\n    this.metricsManager.timeEvent([\n      METRIC_EVENT_NAMES.TASK_SWITCH_CALL_SUCCESS,\n      METRIC_EVENT_NAMES.TASK_SWITCH_CALL_FAILED,\n    ]);\n\n    try {\n      if (isOnConsultLeg) {\n        const response = await this.contact.unHold({\n          interactionId: this.data.interactionId,\n          data: {mediaResourceId: this.data.mediaResourceId},\n        });\n\n        this.metricsManager.trackEvent(\n          METRIC_EVENT_NAMES.TASK_SWITCH_CALL_SUCCESS,\n          {\n            taskId: this.data.interactionId,\n            direction: 'toMainCall',\n            mediaResourceId: consultMediaResourceId,\n            ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),\n          },\n          ['operational', 'behavioral']\n        );\n\n        LoggerProxy.log(`Switched to main call successfully`, {\n          module: CC_FILE,\n          method: 'switchCall',\n          trackingId: response.trackingId,\n          interactionId: this.data.interactionId,\n        });\n\n        return response;\n      }\n\n      const response = await this.contact.hold({\n        interactionId: this.data.interactionId,\n        data: {mediaResourceId: this.data.mediaResourceId},\n      });\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_SWITCH_CALL_SUCCESS,\n        {\n          taskId: this.data.interactionId,\n          direction: 'toConsultCall',\n          mediaResourceId: consultMediaResourceId,\n          ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),\n        },\n        ['operational', 'behavioral']\n      );\n\n      LoggerProxy.log(`Switched to consult call successfully`, {\n        module: CC_FILE,\n        method: 'switchCall',\n        trackingId: response.trackingId,\n        interactionId: this.data.interactionId,\n      });\n\n      return response;\n    } catch (error) {\n      if (this.stateMachineService) {\n        this.stateMachineService.send({type: revertEvent});\n      }\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_SWITCH_CALL_FAILED,\n        {\n          taskId: this.data.interactionId,\n          direction: isOnConsultLeg ? 'toMainCall' : 'toConsultCall',\n          mediaResourceId: consultMediaResourceId,\n          error: error.toString(),\n          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),\n        },\n        ['operational', 'behavioral']\n      );\n\n      const {error: detailedError} = getErrorDetails(error, 'switchCall', CC_FILE);\n      LoggerProxy.error(`Failed to switch call`, {\n        module: CC_FILE,\n        method: 'switchCall',\n        interactionId: this.data.interactionId,\n      });\n      throw detailedError;\n    }\n  }\n\n  protected override getChannelSpecificActionOverrides() {\n    const baseOverrides = super.getChannelSpecificActionOverrides();\n\n    return {\n      ...baseOverrides,\n      emitTaskHold: this.createEmitSelfAction(TASK_EVENTS.TASK_HOLD, {updateTaskData: true}),\n      emitTaskResume: this.createEmitSelfAction(TASK_EVENTS.TASK_RESUME, {updateTaskData: true}),\n      emitTaskRecordingStarted: this.createEmitSelfAction(TASK_EVENTS.TASK_RECORDING_STARTED, {\n        updateTaskData: true,\n      }),\n      emitTaskRecordingPaused: this.createEmitSelfAction(TASK_EVENTS.TASK_RECORDING_PAUSED, {\n        updateTaskData: true,\n      }),\n      emitTaskRecordingPauseFailed: this.createEmitSelfAction(\n        TASK_EVENTS.TASK_RECORDING_PAUSE_FAILED,\n        {updateTaskData: true}\n      ),\n      emitTaskRecordingResumed: this.createEmitSelfAction(TASK_EVENTS.TASK_RECORDING_RESUMED, {\n        updateTaskData: true,\n      }),\n      emitTaskRecordingResumeFailed: this.createEmitSelfAction(\n        TASK_EVENTS.TASK_RECORDING_RESUME_FAILED,\n        {updateTaskData: true}\n      ),\n      // Conference event emitters\n      emitTaskParticipantJoined: this.createEmitSelfAction(TASK_EVENTS.TASK_PARTICIPANT_JOINED, {\n        updateTaskData: true,\n      }),\n      emitTaskParticipantLeft: this.createEmitSelfAction(TASK_EVENTS.TASK_PARTICIPANT_LEFT, {\n        updateTaskData: true,\n      }),\n      emitTaskConferenceStarted: this.createEmitSelfAction(TASK_EVENTS.TASK_CONFERENCE_STARTED, {\n        updateTaskData: true,\n      }),\n      emitTaskConferenceEnded: this.createEmitSelfAction(TASK_EVENTS.TASK_CONFERENCE_ENDED, {\n        updateTaskData: true,\n      }),\n      emitTaskConferenceFailed: this.createEmitSelfAction(TASK_EVENTS.TASK_CONFERENCE_FAILED, {\n        updateTaskData: true,\n      }),\n      emitTaskExitConference: this.createEmitSelfAction(TASK_EVENTS.TASK_EXIT_CONFERENCE, {\n        updateTaskData: false,\n      }),\n      emitTaskTransferConference: this.createEmitSelfAction(TASK_EVENTS.TASK_TRANSFER_CONFERENCE, {\n        updateTaskData: false,\n      }),\n      emitTaskSwitchCall: this.createEmitSelfAction(TASK_EVENTS.TASK_SWITCH_CALL, {\n        updateTaskData: false,\n      }),\n      emitTaskTransferConferenceFailed: this.createEmitSelfAction(\n        TASK_EVENTS.TASK_CONFERENCE_TRANSFER_FAILED,\n        {updateTaskData: true}\n      ),\n      emitTaskOutdialFailed: this.createEmitSelfAction(TASK_EVENTS.TASK_OUTDIAL_FAILED, {\n        updateTaskData: true,\n      }),\n    };\n  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package/dist/services/task/voice/WebRTC.js

@@ -0,0 +1,149 @@
+"use strict";
+
+Object.defineProperty(exports, "__esModule", {
+  value: true
+});
+exports.default = void 0;
+var _calling = require("@webex/calling");
+var _constants = require("../../../constants");
+var _Utils = require("../../core/Utils");
+var _types = require("../types");
+var _Voice = _interopRequireDefault(require("./Voice"));
+var _MetricsManager = _interopRequireDefault(require("../../../metrics/MetricsManager"));
+var _constants2 = require("../../../metrics/constants");
+var _loggerProxy = _interopRequireDefault(require("../../../logger-proxy"));
+function _interopRequireDefault(e) { return e && e.__esModule ? e : { default: e }; }
+class WebRTC extends _Voice.default {
+  constructor(contact, webCallingService, data, callOptions, wrapupData, agentId) {
+    const mergedCallOptions = {
+      ...callOptions,
+      voiceVariant: _types.VOICE_VARIANT.WEBRTC
+    };
+    super(contact, data, mergedCallOptions, wrapupData, agentId);
+    this.webCallingService = webCallingService;
+    this.registerWebCallListeners();
+  }
+  registerWebCallListeners() {
+    this.webCallingService.on(_calling.CALL_EVENT_KEYS.REMOTE_MEDIA, this.handleRemoteMedia);
+  }
+  handleRemoteMedia = track => {
+    this.emit(_types.TASK_EVENTS.TASK_MEDIA, track);
+  };
+
+  /**
+   * This method is used to unregister the web call listeners.
+   * @returns void
+   * @example
+   * ```typescript
+   * task.unregisterWebCallListeners();
+   * ```
+   */
+  unregisterWebCallListeners() {
+    this.webCallingService.off(_calling.CALL_EVENT_KEYS.REMOTE_MEDIA, this.handleRemoteMedia);
+  }
+
+  /**
+   * This is used for incoming task accept by agent.
+   *
+   * @returns Promise<TaskResponse>
+   * @throws Error
+   * @example
+   * ```typescript
+   * task.accept().then(()=>{}).catch(()=>{})
+   * ```
+   */
+  async accept() {
+    _loggerProxy.default.log(`Accepting WebRTC task for taskId:${this.data.interactionId}`, {
+      module: 'WebRTC',
+      method: 'accept'
+    });
+    try {
+      this.metricsManager.timeEvent([_constants2.METRIC_EVENT_NAMES.TASK_ACCEPT_SUCCESS, _constants2.METRIC_EVENT_NAMES.TASK_ACCEPT_FAILED]);
+      const constraints = {
+        audio: true
+      };
+      const localStream = await navigator.mediaDevices.getUserMedia(constraints);
+      const audioTrack = localStream.getAudioTracks()[0];
+      this.localAudioStream = new _calling.LocalMicrophoneStream(new MediaStream([audioTrack]));
+      this.webCallingService.answerCall(this.localAudioStream, this.data.interactionId);
+      this.metricsManager.trackEvent(_constants2.METRIC_EVENT_NAMES.TASK_ACCEPT_SUCCESS, {
+        taskId: this.data.interactionId,
+        ..._MetricsManager.default.getCommonTrackingFieldForAQMResponse(this.data)
+      }, ['operational', 'behavioral', 'business']);
+      return Promise.resolve();
+    } catch (error) {
+      this.metricsManager.trackEvent(_constants2.METRIC_EVENT_NAMES.TASK_ACCEPT_FAILED, {
+        taskId: this.data.interactionId,
+        error: error.toString(),
+        ..._MetricsManager.default.getCommonTrackingFieldForAQMResponseFailed(error.details || {})
+      }, ['operational', 'behavioral', 'business']);
+      const {
+        error: detailedError
+      } = (0, _Utils.getErrorDetails)(error, 'accept', _constants.CC_FILE);
+      throw detailedError;
+    }
+  }
+
+  /**
+   * This is used for the incoming task decline by agent.
+   *
+   * @returns Promise<TaskResponse>
+   * @throws Error
+   * @example
+   * ```typescript
+   * task.decline().then(()=>{}).catch(()=>{})
+   * ```
+   */
+  async decline() {
+    _loggerProxy.default.log(`Declining WebRTC task for taskId:${this.data.interactionId}`, {
+      module: 'WebRTC',
+      method: 'decline'
+    });
+    try {
+      this.metricsManager.timeEvent([_constants2.METRIC_EVENT_NAMES.TASK_DECLINE_SUCCESS, _constants2.METRIC_EVENT_NAMES.TASK_DECLINE_FAILED]);
+      this.webCallingService.declineCall(this.data.interactionId);
+      this.unregisterWebCallListeners();
+      this.metricsManager.trackEvent(_constants2.METRIC_EVENT_NAMES.TASK_DECLINE_SUCCESS, {
+        taskId: this.data.interactionId
+      }, ['operational', 'behavioral']);
+      return Promise.resolve();
+    } catch (error) {
+      this.metricsManager.trackEvent(_constants2.METRIC_EVENT_NAMES.TASK_DECLINE_FAILED, {
+        taskId: this.data.interactionId,
+        error: error.toString(),
+        ..._MetricsManager.default.getCommonTrackingFieldForAQMResponseFailed(error.details || {})
+      }, ['operational', 'behavioral']);
+      const {
+        error: detailedError
+      } = (0, _Utils.getErrorDetails)(error, 'decline', _constants.CC_FILE);
+      throw detailedError;
+    }
+  }
+
+  /**
+   * This is used for the placing the call in mute or unmute by the agent.
+   *
+   * @throws Error
+   * @example
+   * ```typescript
+   * task.toggleMute().then(()=>{}).catch(()=>{})
+   * ```
+   */
+  async toggleMute() {
+    _loggerProxy.default.log(`Toggling mute WebRTC task for taskId:${this.data.interactionId}`, {
+      module: 'WebRTC',
+      method: 'toggleMute'
+    });
+    try {
+      this.webCallingService.muteUnmuteCall(this.localAudioStream);
+      return Promise.resolve();
+    } catch (error) {
+      const {
+        error: detailedError
+      } = (0, _Utils.getErrorDetails)(error, 'mute', _constants.CC_FILE);
+      throw detailedError;
+    }
+  }
+}
+exports.default = WebRTC;
+//# sourceMappingURL=WebRTC.js.map

package/dist/services/task/voice/WebRTC.js.map

@@ -0,0 +1 @@
+{"version":3,"names":["_calling","require","_constants","_Utils","_types","_Voice","_interopRequireDefault","_MetricsManager","_constants2","_loggerProxy","e","__esModule","default","WebRTC","Voice","constructor","contact","webCallingService","data","callOptions","wrapupData","agentId","mergedCallOptions","voiceVariant","VOICE_VARIANT","WEBRTC","registerWebCallListeners","on","CALL_EVENT_KEYS","REMOTE_MEDIA","handleRemoteMedia","track","emit","TASK_EVENTS","TASK_MEDIA","unregisterWebCallListeners","off","accept","LoggerProxy","log","interactionId","module","method","metricsManager","timeEvent","METRIC_EVENT_NAMES","TASK_ACCEPT_SUCCESS","TASK_ACCEPT_FAILED","constraints","audio","localStream","navigator","mediaDevices","getUserMedia","audioTrack","getAudioTracks","localAudioStream","LocalMicrophoneStream","MediaStream","answerCall","trackEvent","taskId","MetricsManager","getCommonTrackingFieldForAQMResponse","Promise","resolve","error","toString","getCommonTrackingFieldForAQMResponseFailed","details","detailedError","getErrorDetails","CC_FILE","decline","TASK_DECLINE_SUCCESS","TASK_DECLINE_FAILED","declineCall","toggleMute","muteUnmuteCall","exports"],"sources":["WebRTC.ts"],"sourcesContent":["import {LocalMicrophoneStream, CALL_EVENT_KEYS} from '@webex/calling';\nimport {CC_FILE} from '../../../constants';\nimport {getErrorDetails} from '../../core/Utils';\nimport routingContact from '../contact';\nimport {\n  TaskData,\n  TaskResponse,\n  TASK_EVENTS,\n  IWebRTC,\n  VoiceUIControlOptions,\n  VOICE_VARIANT,\n} from '../types';\nimport Voice from './Voice';\nimport WebCallingService from '../../WebCallingService';\nimport {WrapupData} from '../../config/types';\nimport MetricsManager from '../../../metrics/MetricsManager';\nimport {METRIC_EVENT_NAMES} from '../../../metrics/constants';\nimport LoggerProxy from '../../../logger-proxy';\n\nexport default class WebRTC extends Voice implements IWebRTC {\n  private localAudioStream: LocalMicrophoneStream;\n  private webCallingService: WebCallingService;\n\n  constructor(\n    contact: ReturnType<typeof routingContact>,\n    webCallingService: WebCallingService,\n    data: TaskData,\n    callOptions?: VoiceUIControlOptions,\n    wrapupData?: WrapupData,\n    agentId?: string\n  ) {\n    const mergedCallOptions: VoiceUIControlOptions = {\n      ...callOptions,\n      voiceVariant: VOICE_VARIANT.WEBRTC,\n    };\n\n    super(contact, data, mergedCallOptions, wrapupData, agentId);\n    this.webCallingService = webCallingService;\n    this.registerWebCallListeners();\n  }\n\n  private registerWebCallListeners() {\n    this.webCallingService.on(CALL_EVENT_KEYS.REMOTE_MEDIA, this.handleRemoteMedia);\n  }\n\n  private handleRemoteMedia = (track: MediaStreamTrack) => {\n    this.emit(TASK_EVENTS.TASK_MEDIA, track);\n  };\n\n  /**\n   * This method is used to unregister the web call listeners.\n   * @returns void\n   * @example\n   * ```typescript\n   * task.unregisterWebCallListeners();\n   * ```\n   */\n  public unregisterWebCallListeners() {\n    this.webCallingService.off(CALL_EVENT_KEYS.REMOTE_MEDIA, this.handleRemoteMedia);\n  }\n\n  /**\n   * This is used for incoming task accept by agent.\n   *\n   * @returns Promise<TaskResponse>\n   * @throws Error\n   * @example\n   * ```typescript\n   * task.accept().then(()=>{}).catch(()=>{})\n   * ```\n   */\n  public async accept(): Promise<TaskResponse> {\n    LoggerProxy.log(`Accepting WebRTC task for taskId:${this.data.interactionId}`, {\n      module: 'WebRTC',\n      method: 'accept',\n    });\n    try {\n      this.metricsManager.timeEvent([\n        METRIC_EVENT_NAMES.TASK_ACCEPT_SUCCESS,\n        METRIC_EVENT_NAMES.TASK_ACCEPT_FAILED,\n      ]);\n\n      const constraints = {audio: true};\n      const localStream = await navigator.mediaDevices.getUserMedia(constraints);\n      const audioTrack = localStream.getAudioTracks()[0];\n      this.localAudioStream = new LocalMicrophoneStream(new MediaStream([audioTrack]));\n      this.webCallingService.answerCall(this.localAudioStream, this.data.interactionId);\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_ACCEPT_SUCCESS,\n        {\n          taskId: this.data.interactionId,\n          ...MetricsManager.getCommonTrackingFieldForAQMResponse(this.data),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n\n      return Promise.resolve();\n    } catch (error) {\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_ACCEPT_FAILED,\n        {\n          taskId: this.data.interactionId,\n          error: error.toString(),\n          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(\n            (error as any).details || {}\n          ),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n      const {error: detailedError} = getErrorDetails(error, 'accept', CC_FILE);\n      throw detailedError;\n    }\n  }\n\n  /**\n   * This is used for the incoming task decline by agent.\n   *\n   * @returns Promise<TaskResponse>\n   * @throws Error\n   * @example\n   * ```typescript\n   * task.decline().then(()=>{}).catch(()=>{})\n   * ```\n   */\n  public async decline(): Promise<TaskResponse> {\n    LoggerProxy.log(`Declining WebRTC task for taskId:${this.data.interactionId}`, {\n      module: 'WebRTC',\n      method: 'decline',\n    });\n    try {\n      this.metricsManager.timeEvent([\n        METRIC_EVENT_NAMES.TASK_DECLINE_SUCCESS,\n        METRIC_EVENT_NAMES.TASK_DECLINE_FAILED,\n      ]);\n\n      this.webCallingService.declineCall(this.data.interactionId);\n      this.unregisterWebCallListeners();\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_DECLINE_SUCCESS,\n        {taskId: this.data.interactionId},\n        ['operational', 'behavioral']\n      );\n\n      return Promise.resolve();\n    } catch (error) {\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_DECLINE_FAILED,\n        {\n          taskId: this.data.interactionId,\n          error: error.toString(),\n          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(\n            (error as any).details || {}\n          ),\n        },\n        ['operational', 'behavioral']\n      );\n      const {error: detailedError} = getErrorDetails(error, 'decline', CC_FILE);\n      throw detailedError;\n    }\n  }\n\n  /**\n   * This is used for the placing the call in mute or unmute by the agent.\n   *\n   * @throws Error\n   * @example\n   * ```typescript\n   * task.toggleMute().then(()=>{}).catch(()=>{})\n   * ```\n   */\n  public async toggleMute() {\n    LoggerProxy.log(`Toggling mute WebRTC task for taskId:${this.data.interactionId}`, {\n      module: 'WebRTC',\n      method: 'toggleMute',\n    });\n    try {\n      this.webCallingService.muteUnmuteCall(this.localAudioStream);\n\n      return Promise.resolve();\n    } catch (error) {\n      const {error: detailedError} = getErrorDetails(error, 'mute', CC_FILE);\n      throw detailedError;\n    }\n  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package/dist/types/cc.d.ts

@@ -10,8 +10,9 @@ import { SetStateResponse, IContactCenter, AgentLogin, AgentProfileUpdate, Stati
 import LoggerProxy from './logger-proxy';
 import { StateChange, Logout } from './services/agent/types';
 import { Profile, OutdialAniEntriesResponse, OutdialAniParams } from './services/config/types';
-import { TaskResponse, PreviewContactPayload } from './services/task/types';
+import { TaskResponse } from './services/task/types';
 import { AddressBook } from './services/AddressBook';
+import { Queue } from './services/Queue';
 import { ApiAIAssistant } from './services/ApiAiAssistant';
 import type { EntryPointListResponse, EntryPointSearchParams, ContactServiceQueuesResponse, ContactServiceQueueSearchParams } from './types';
 /**
@@ -64,7 +65,6 @@ import type { EntryPointListResponse, EntryPointSearchParams, ContactServiceQueu
  *   - `task:established` - Task/call has been connected
  *   - `task:ended` - Task/call has ended
  *   - `task:error` - An error occurred during task handling
- *   - `task:campaignPreviewReservation` - Campaign preview contact offered to agent
  *
  * @public
  *
@@ -250,7 +250,7 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
      * });
      * ```
      */
-    private queue;
+    queue: Queue;
     /**
      * API instance for AI Assistant operations such as transcript controls.
      * @type {ApiAIAssistant}
@@ -288,13 +288,6 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
      * @param {ITask} task The task object that has been merged
      */
     private handleTaskMerged;
-    /**
-     * Handles campaign preview reservation events when a contact is offered to the agent
-     * @private
-     * @param {ITask} task The campaign reservation task
-     */
-    private handleCampaignPreviewReservation;
-    private handleRTDWebsocketMessage;
     /**
      * Sets up event listeners for incoming tasks and task hydration
      * Subscribes to task events from the task manager
@@ -525,6 +518,7 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
      * @param {string} event The raw websocket event message
      */
     private handleWebsocketMessage;
+    private handleRTDWebsocketMessage;
     /**
      * Initializes event listeners for the Contact Center service
      * Sets up handlers for connection state changes and other core events
@@ -666,29 +660,6 @@ export default class ContactCenter extends WebexPlugin implements IContactCenter
      * ```
      */
     startOutdial(destination: string, origin: string): Promise<TaskResponse>;
-    /**
-     * Accepts a campaign preview contact, initiating the outbound call.
-     *
-     * When a campaign manager reserves a contact for an agent, the agent receives an
-     * `AgentOfferCampaignReservation` event. The agent can then accept the preview contact
-     * to initiate the outbound call.
-     *
-     * @param {PreviewContactPayload} payload - The preview contact payload containing interactionId and campaignId (campaign name, not UUID).
-     * @returns {Promise<TaskResponse>} Promise resolving with agent contact on success.
-     * @throws {Error} If the operation fails (network error, customer unavailable, etc.)
-     *
-     * @example
-     * ```typescript
-     * webex.cc.on('task:campaignPreviewReservation', async (task) => {
-     *   const { interactionId } = task.data;
-     *   // campaignId is the campaign name (e.g. "MyCampaign"), not a UUID
-     *   const campaignId = task.data.interaction.callProcessingDetails.campaignId;
-     *
-     *   const result = await webex.cc.acceptPreviewContact({ interactionId, campaignId });
-     * });
-     * ```
-     */
-    acceptPreviewContact(payload: PreviewContactPayload): Promise<TaskResponse>;
     /**
      * Fetches outdial ANI (Automatic Number Identification) entries for an outdial ANI ID.
      *

package/dist/types/constants.d.ts

@@ -36,14 +36,25 @@ export declare const METHODS: {
     HANDLE_DEVICE_TYPE: string;
     START_OUTDIAL: string;
     GET_QUEUES: string;
-    GET_OUTDIAL_ANI_ENTRIES: string;
     UPLOAD_LOGS: string;
     UPDATE_AGENT_PROFILE: string;
     GET_DEVICE_ID: string;
     HANDLE_INCOMING_TASK: string;
     HANDLE_TASK_HYDRATE: string;
     INCOMING_TASK_LISTENER: string;
-    ACCEPT_PREVIEW_CONTACT: string;
+    ACCEPT: string;
+    REJECT: string;
+    HOLD: string;
+    RESUME: string;
+    HOLD_RESUME: string;
+    TRANSFER_CALL: string;
+    CONSULT_TRANSFER: string;
+    CONSULT_CONFERENCE: string;
+    EXIT_CONFERENCE: string;
+    TRANSFER_CONFERENCE: string;
+    TOGGLE_MUTE: string;
+    COMPLETE_TRANSFER: string;
+    GET_OUTDIAL_ANI_ENTRIES: string;
     GET_BASE_URL: string;
     SEND_EVENT: string;
     FETCH_HISTORIC_TRANSCRIPTS: string;

package/dist/types/index.d.ts

@@ -10,15 +10,15 @@ import ContactCenter from './cc';
  */
 export { default as ContactCenter } from './cc';
 /**
- * Task class represents a contact center task that can be managed by an agent
+ * Agent routing service for Contact Center operations
  * @category Services
  */
-export { default as Task } from './services/task';
+export { default as routingAgent } from './services/agent';
 /**
- * Agent routing service for Contact Center operations
+ * Task class represents a contact center task that can be managed by an agent
  * @category Services
  */
-export { default as routingAgent } from './services/agent';
+export { default as Task } from './services/task/Task';
 export { default as AddressBook } from './services/AddressBook';
 export { default as ApiAIAssistant } from './services/ApiAiAssistant';
 /** EntryPoint API types */
@@ -92,12 +92,18 @@ GenericError,
 SetStateResponse, } from './types';
 /** Task related types */
 export type { AgentContact, 
+/** Event emitter contract for task consumers (no @types/node needed) */
+IEventEmitter, 
 /** Task interface */
 ITask, Interaction, TaskData, 
 /** Task response */
 TaskResponse, ConsultPayload, ConsultEndPayload, ConsultTransferPayLoad, 
 /** Dialer payload */
-DialerPayload, TransferPayLoad, ResumeRecordingPayload, WrapupPayLoad, } from './services/task/types';
+DialerPayload, TransferPayLoad, ResumeRecordingPayload, WrapupPayLoad, 
+/** UI control types for task buttons */
+InteractionUIControls, TaskUILeg, TaskUIControls, TaskUIControlState, } from './services/task/types';
+/** UI controls utilities */
+export { getDefaultUIControls } from './services/task/state-machine/uiControlsComputer';
 /** Agent related types */
 export type { 
 /** State change interface */

package/dist/types/metrics/constants.d.ts

@@ -122,15 +122,19 @@ export declare const METRIC_EVENT_NAMES: {
     readonly TASK_CONFERENCE_END_FAILED: "Task Conference End Failed";
     readonly TASK_CONFERENCE_TRANSFER_SUCCESS: "Task Conference Transfer Success";
     readonly TASK_CONFERENCE_TRANSFER_FAILED: "Task Conference Transfer Failed";
+    readonly TASK_CONFERENCE_EXIT_SUCCESS: "Task Conference Exit Success";
+    readonly TASK_CONFERENCE_EXIT_FAILED: "Task Conference Exit Failed";
+    readonly TASK_SWITCH_CALL_SUCCESS: "Task Switch Call Success";
+    readonly TASK_SWITCH_CALL_FAILED: "Task Switch Call Failed";
     readonly TASK_OUTDIAL_SUCCESS: "Task Outdial Success";
     readonly TASK_OUTDIAL_FAILED: "Task Outdial Failed";
     readonly UPLOAD_LOGS_SUCCESS: "Upload Logs Success";
     readonly UPLOAD_LOGS_FAILED: "Upload Logs Failed";
     readonly WEBSOCKET_DEREGISTER_SUCCESS: "Websocket Deregister Success";
     readonly WEBSOCKET_DEREGISTER_FAIL: "Websocket Deregister Failed";
-    readonly WEBSOCKET_EVENT_RECEIVED: "Websocket Event Received";
     readonly AGENT_DEVICE_TYPE_UPDATE_SUCCESS: "Agent Device Type Update Success";
     readonly AGENT_DEVICE_TYPE_UPDATE_FAILED: "Agent Device Type Update Failed";
+    readonly WEBSOCKET_EVENT_RECEIVED: "Websocket Event Received";
     readonly ENTRYPOINT_FETCH_SUCCESS: "Entrypoint Fetch Success";
     readonly ENTRYPOINT_FETCH_FAILED: "Entrypoint Fetch Failed";
     readonly ADDRESSBOOK_FETCH_SUCCESS: "AddressBook Fetch Success";
@@ -139,8 +143,6 @@ export declare const METRIC_EVENT_NAMES: {
     readonly QUEUE_FETCH_FAILED: "Queue Fetch Failed";
     readonly OUTDIAL_ANI_EP_FETCH_SUCCESS: "Outdial ANI Entries Fetch Success";
     readonly OUTDIAL_ANI_EP_FETCH_FAILED: "Outdial ANI Entries Fetch Failed";
-    readonly CAMPAIGN_PREVIEW_ACCEPT_SUCCESS: "Campaign Preview Accept Success";
-    readonly CAMPAIGN_PREVIEW_ACCEPT_FAILED: "Campaign Preview Accept Failed";
     readonly AI_ASSISTANT_SEND_EVENT_SUCCESS: "AI Assistant Send Event Success";
     readonly AI_ASSISTANT_SEND_EVENT_FAILED: "AI Assistant Send Event Failed";
     readonly AI_ASSISTANT_FETCH_HISTORIC_TRANSCRIPTS_SUCCESS: "AI Assistant Fetch Historic Transcripts Success";

package/dist/types/services/ApiAiAssistant.d.ts

@@ -7,7 +7,7 @@ import { AIFeatureFlags } from './config/types';
 export declare class ApiAIAssistant {
     private webex;
     private metricsManager;
-    aiFeature: AIFeatureFlags;
+    private aiFeature;
     constructor(webex: WebexSDK);
     setAIFeatureFlags(aiFeature: AIFeatureFlags): void;
     private getBaseUrl;