@webex/contact-center 3.12.0-next.95 → 3.12.0-next.97

package/dist/services/task/TaskUtils.js

@@ -3,7 +3,7 @@
 Object.defineProperty(exports, "__esModule", {
   value: true
 });
-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;
+exports.shouldAutoAnswerTask = exports.isWebRTCCall = exports.isSecondaryEpDnAgent = exports.isSecondaryAgent = exports.isPrimary = exports.isParticipantInMainInteraction = exports.isEpDnConsultPendingConferenceMerge = 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("../../types");
 var _constants = require("./state-machine/constants");
@@ -78,10 +78,20 @@ const getIsConsultInProgressForConferenceControls = (interaction, mainCallId, se
       const p = interaction.participants?.[participantId];
       if (!p || p.hasLeft) return false;
       if (selfAgentId && participantId === selfAgentId) return false;
+      if (mainSet.has(participantId)) return false;
+      const participantType = String(p.pType ?? '').toUpperCase();
+      const isEpDnParticipant = participantType === 'EP-DN' || participantType === 'EP_DN' || participantType === 'DN';
+      if (isEpDnParticipant) {
+        if (!selfAgentId) {
+          return true;
+        }
+        const selfConsultState = interaction.participants?.[selfAgentId]?.consultState;
+        return selfConsultState === 'consulting' || selfConsultState === 'conferencing' || selfConsultState === 'consultInitiated';
+      }
       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);
+      return consultLegActive;
     });
   });
 };
@@ -173,6 +183,44 @@ const getIsConferenceInProgress = data => {
   });
   return agentParticipants.size >= 2;
 };
+exports.getIsConferenceInProgress = getIsConferenceInProgress;
+const EP_DN_MERGE_TERMINAL_CONSULT_EVENTS = new Set([_types3.CC_EVENTS.AGENT_CONSULT_ENDED, _types3.CC_EVENTS.AGENT_CONSULT_CONFERENCE_ENDED]);
+const isEpDnParticipantType = pType => {
+  const normalized = String(pType ?? '').toUpperCase();
+  return normalized === 'EP-DN' || normalized === 'EP_DN' || normalized === 'DN';
+};
+
+/** EP-DN consult merged to conference before a second agent joins the main leg (CAI-8329). */
+const isEpDnConsultPendingConferenceMerge = (taskData, selfAgentId) => {
+  if (!taskData?.interaction || !selfAgentId) return false;
+  if (taskData.type && EP_DN_MERGE_TERMINAL_CONSULT_EVENTS.has(taskData.type)) {
+    return false;
+  }
+  const interaction = taskData.interaction;
+  const mainCallId = interaction.mainInteractionId || taskData.interactionId;
+  if (!mainCallId) return false;
+  if (getConferenceParticipantsCount(interaction, mainCallId) > 1) return false;
+  const selfParticipant = interaction.participants?.[selfAgentId];
+  if (taskData.isConsulted === true || selfParticipant?.consultState === 'consultCompleted') {
+    return false;
+  }
+  const mainParticipantIds = new Set(interaction.media?.[mainCallId]?.participants ?? []);
+  const hasEpDnOnConsultLegNotMain = Object.values(interaction.media ?? {}).some(media => {
+    if (media?.mType !== _constants.MEDIA_TYPE_CONSULT) return false;
+    return (media.participants ?? []).some(participantId => {
+      if (participantId === selfAgentId || mainParticipantIds.has(participantId)) return false;
+      const participant = interaction.participants?.[participantId];
+      if (!participant || participant.hasLeft) return false;
+      return isEpDnParticipantType(participant.pType);
+    });
+  });
+  if (!hasEpDnOnConsultLegNotMain) return false;
+  const callProcessingDetails = interaction.callProcessingDetails;
+  const customerLeft = callProcessingDetails?.hasCustomerLeft === 'true' || !getIsCustomerInCall(interaction, mainCallId);
+  const conferenceFromPayload = interaction.state === _constants.INTERACTION_STATE.CONFERENCE || getIsConferenceInProgress(taskData) || interaction.state === _constants.INTERACTION_STATE.POST_CALL && customerLeft;
+  if (!conferenceFromPayload) return false;
+  return taskData.consultingAgentId === selfAgentId || interaction.owner === selfAgentId || selfParticipant?.consultState === _constants.CONSULT_STATE.CONSULTING || selfParticipant?.consultState === _constants.CONSULT_STATE.CONFERENCING || selfParticipant?.consultState === 'consultInitiated';
+};
 
 /**
  * Checks if the current agent is a secondary agent in a consultation scenario.
@@ -180,7 +228,7 @@ const getIsConferenceInProgress = data => {
  * @param task - The task object containing interaction details
  * @returns true if this is a secondary agent (consulted party), false otherwise
  */
-exports.getIsConferenceInProgress = getIsConferenceInProgress;
+exports.isEpDnConsultPendingConferenceMerge = isEpDnConsultPendingConferenceMerge;
 const isSecondaryAgent = interaction => {
   if (!interaction.callProcessingDetails) {
     return false;

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

@@ -1 +1 @@
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The interaction object\n * @param interactionId - The main interaction ID\n * @returns true if customer is in the call\n */\nexport const getIsCustomerInCall = (interaction: Interaction, interactionId: string): boolean => {\n  const mainCallMedia = interaction.media?.[interactionId];\n  const participants = interaction.participants;\n  if (!mainCallMedia?.participants || !participants) {\n    return false;\n  }\n\n  return mainCallMedia.participants.some((participantId: string) => {\n    const participant = participants[participantId];\n\n    return participant?.pType === PARTICIPANT_TYPE.CUSTOMER && !participant.hasLeft;\n  });\n};\n\n/**\n * Gets the count of active agent participants in the conference\n * Excludes Customer, Supervisor, and VVA participant types\n *\n * @param interaction - The interaction object\n * @param interactionId - The main interaction ID\n * @returns Number of active agent participants\n */\nexport const getConferenceParticipantsCount = (\n  interaction: Interaction,\n  interactionId: string\n): number => {\n  const mainCallMedia = interaction.media?.[interactionId];\n  const participants = interaction.participants;\n  if (!mainCallMedia?.participants || !participants) {\n    return 0;\n  }\n\n  let count = 0;\n  for (const participantId of mainCallMedia.participants) {\n    const participant = participants[participantId];\n    if (\n      participant &&\n      participant.pType !== PARTICIPANT_TYPE.CUSTOMER &&\n      participant.pType !== PARTICIPANT_TYPE.SUPERVISOR &&\n      participant.pType !== PARTICIPANT_TYPE.VVA &&\n      !participant.hasLeft\n    ) {\n      count += 1;\n    }\n  }\n\n  return count;\n};\n\n/**\n * Determines if a consult is actively in-progress for conference control gating.\n * This is used to disable conference controls (End/Consult) only when a consult leg\n * still exists outside the main call participants.\n */\nexport const getIsConsultInProgressForConferenceControls = (\n  interaction: Interaction | undefined,\n  mainCallId: string | undefined,\n  selfAgentId: string | undefined\n): boolean => {\n  if (!interaction || !mainCallId) return false;\n\n  const mainParticipants = interaction.media?.[mainCallId]?.participants;\n  if (!Array.isArray(mainParticipants) || mainParticipants.length === 0) return false;\n\n  const mainSet = new Set(mainParticipants);\n  const media = interaction.media;\n  if (!media) return false;\n\n  return Object.values(media).some((m: any) => {\n    if (!m || m.mType !== 'consult') return false;\n    if (!Array.isArray(m.participants) || m.participants.length === 0) return false;\n\n    return m.participants.some((participantId: string) => {\n      const p: any = interaction.participants?.[participantId];\n      if (!p || p.hasLeft) return false;\n      if (selfAgentId && participantId === selfAgentId) return false;\n\n      const consultState = p.consultState as string | undefined;\n      const isRonaPendingConsultee = consultState === 'consultReserved' && p.hasJoined === false;\n      const consultLegActive =\n        consultState === 'consulting' ||\n        p.currentState === 'consulting' ||\n        (p.isConsulted === true && consultState !== 'consultCompleted' && !isRonaPendingConsultee);\n\n      return consultLegActive && !mainSet.has(participantId);\n    });\n  });\n};\n\nexport const getIsConsultedAgentForControls = (\n  taskData: TaskData | null,\n  context: TaskContext,\n  isConsultingState: boolean\n): boolean => {\n  return Boolean(taskData?.isConsulted) || (isConsultingState && !context.consultInitiator);\n};\n\nexport const getServerHoldStateForControls = (\n  context: TaskContext,\n  mainCallId?: string,\n  fallbackTaskData?: TaskData | null\n): boolean | undefined => {\n  const media = context.taskData?.interaction?.media ?? fallbackTaskData?.interaction?.media;\n  if (!media) return undefined;\n\n  if (mainCallId && media[mainCallId]) {\n    return media[mainCallId].isHold ?? false;\n  }\n\n  const mediaId = context.taskData?.mediaResourceId ?? fallbackTaskData?.mediaResourceId;\n  if (!mediaId) return undefined;\n\n  return media[mediaId]?.isHold;\n};\n\n/**\n * Determines if the given agent is the primary agent (owner) of the task\n * @param task - The task to check\n * @param agentId - The agent ID to check for primary status\n * @returns true if the agent is the primary agent, false otherwise\n */\nexport const isPrimary = (task: ITask, agentId: string): boolean => {\n  if (!task.data?.interaction?.owner) {\n    // Fall back to checking data.agentId when owner is not set\n    return task.data.agentId === agentId;\n  }\n\n  return task.data.interaction.owner === agentId;\n};\n\n/**\n * Checks if the given agent is a participant in the main interaction (mainCall)\n * @param task - The task to check\n * @param agentId - The agent ID to check for participation\n * @returns true if the agent is a participant in the main interaction, false otherwise\n */\nexport const isParticipantInMainInteraction = (task: ITask, agentId: string): boolean => {\n  if (!task?.data?.interaction?.media) {\n    return false;\n  }\n\n  return Object.values(task.data.interaction.media).some(\n    (mediaObj) =>\n      mediaObj &&\n      mediaObj.mType === MEDIA_TYPE_MAIN_CALL &&\n      mediaObj.participants?.includes(agentId)\n  );\n};\n\n/**\n * Checks if the given agent is not in the interaction or has left the interaction\n * @param task - The task to check\n * @param agentId - The agent ID to check\n * @returns true if the agent is not in the interaction or has left, false otherwise\n */\nexport const checkParticipantNotInInteraction = (task: ITask, agentId: string): boolean => {\n  if (!task?.data?.interaction?.participants) {\n    return true;\n  }\n  const {data} = task;\n\n  return (\n    !(agentId in data.interaction.participants) ||\n    (agentId in data.interaction.participants && data.interaction.participants[agentId].hasLeft)\n  );\n};\n\n/**\n * Determines if a conference is currently in progress based on the number of active agent participants\n * @param data - The task data to check for conference status\n * @returns true if there are 2 or more active agent participants in the main call, false otherwise\n *\n * For Agent B (consulted agent), their task's interactionId may be different from the main call.\n * We use mainInteractionId from the interaction if available, otherwise fallback to interactionId.\n */\nexport const getIsConferenceInProgress = (data: TaskData): boolean => {\n  if (!data.interaction) return false;\n\n  const mainCallId = data.interaction.mainInteractionId || data.interactionId;\n  const mediaMainCall = data.interaction.media?.[mainCallId];\n  const participantsInMainCall = new Set(mediaMainCall?.participants);\n  const {participants} = data.interaction;\n\n  const agentParticipants = new Set();\n  participantsInMainCall.forEach((participantId: string) => {\n    const participant = participants[participantId];\n    if (\n      participant &&\n      participant.pType !== PARTICIPANT_TYPE.CUSTOMER &&\n      participant.pType !== PARTICIPANT_TYPE.SUPERVISOR &&\n      participant.pType !== PARTICIPANT_TYPE.VVA &&\n      !participant.hasLeft\n    ) {\n      agentParticipants.add(participantId);\n    }\n  });\n\n  return agentParticipants.size >= 2;\n};\n\n/**\n * Checks if the current agent is a secondary agent in a consultation scenario.\n * Secondary agents are those who were consulted (not the original call owner).\n * @param task - The task object containing interaction details\n * @returns true if this is a secondary agent (consulted party), false otherwise\n */\nexport const isSecondaryAgent = (interaction: Interaction): boolean => {\n  if (!interaction.callProcessingDetails) {\n    return false;\n  }\n\n  return (\n    interaction.callProcessingDetails.relationshipType === 'consult' &&\n    !!interaction.callProcessingDetails.parentInteractionId &&\n    interaction.callProcessingDetails.parentInteractionId !== interaction.interactionId\n  );\n};\n\n/**\n * Checks if the current agent is a secondary EP-DN (Entry Point Dial Number) agent.\n * This is specifically for telephony consultations to external numbers/entry points.\n * @param interaction - The interaction object\n * @returns true if this is a secondary EP-DN agent in telephony consultation, false otherwise\n */\nexport const isSecondaryEpDnAgent = (interaction: Interaction): boolean => {\n  return interaction.mediaType === 'telephony' && isSecondaryAgent(interaction);\n};\n\n/**\n * Checks if the task belongs to a campaign preview interaction.\n * Campaign preview ContactEnded events are terminal cleanup events and should not trigger wrapup.\n */\nexport const isCampaignPreviewTask = (taskData?: TaskData | null): boolean => {\n  const outboundType = taskData?.interaction?.outboundType ?? '';\n  const cpd = taskData?.interaction?.callProcessingDetails as unknown as\n    | Record<string, string | undefined>\n    | undefined;\n  const campaignType = cpd?.campaignType ?? '';\n\n  return (\n    CAMPAIGN_PREVIEW_OUTBOUND_TYPES.includes(outboundType) ||\n    CAMPAIGN_PREVIEW_CAMPAIGN_TYPES.includes(campaignType)\n  );\n};\n\n/**\n * Checks if auto-answer is enabled for the agent participant\n * @param interaction - The interaction object\n * @param agentId - Current agent ID\n * @returns true if auto-answer is enabled, false otherwise\n */\nexport const isAutoAnswerEnabled = (interaction: Interaction, agentId: string): boolean => {\n  return interaction.participants?.[agentId]?.autoAnswerEnabled === true;\n};\n\n/**\n * Checks if the interaction is a WebRTC call eligible for auto-answer\n * @param interaction - The interaction object\n * @param loginOption - The agent's login option (BROWSER, AGENT_DN, etc.)\n * @param webRtcEnabled - Whether WebRTC is enabled for the agent\n * @returns true if this is a WebRTC call, false otherwise\n */\nexport const isWebRTCCall = (\n  interaction: Interaction,\n  loginOption: string,\n  webRtcEnabled: boolean\n): boolean => {\n  return (\n    webRtcEnabled &&\n    loginOption === LoginOption.BROWSER &&\n    interaction.mediaType === OUTDIAL_MEDIA_TYPE\n  );\n};\n\n/**\n * Checks if the interaction is a digital outbound (Email/SMS)\n * @param interaction - The interaction object\n * @returns true if this is a digital outbound, false otherwise\n */\nexport const isDigitalOutbound = (interaction: Interaction): boolean => {\n  return (\n    interaction.contactDirection?.type === OUTDIAL_DIRECTION &&\n    interaction.outboundType === OUTBOUND_TYPE &&\n    (interaction.mediaChannel === MEDIA_CHANNEL.EMAIL ||\n      interaction.mediaChannel === MEDIA_CHANNEL.SMS)\n  );\n};\n\n/**\n * Checks if the outdial was initiated by the current agent\n * @param interaction - The interaction object\n * @param agentId - Current agent ID\n * @returns true if agent initiated the outdial, false otherwise\n */\nexport const hasAgentInitiatedOutdial = (interaction: Interaction, agentId: string): boolean => {\n  return (\n    interaction.contactDirection?.type === OUTDIAL_DIRECTION &&\n    interaction.outboundType === OUTBOUND_TYPE &&\n    interaction.callProcessingDetails?.outdialAgentId === agentId &&\n    interaction.owner === agentId &&\n    !interaction.callProcessingDetails?.BLIND_TRANSFER_IN_PROGRESS\n  );\n};\n\n/**\n * Determines if a task should be auto-answered based on interaction data\n * Auto-answer logic handles:\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 taskData - The task data\n * @param agentId - Current agent ID\n * @param loginOption - Agent's login option\n * @param webRtcEnabled - Whether WebRTC is enabled for the agent\n * @returns true if task should be auto-answered, false otherwise\n */\nexport const shouldAutoAnswerTask = (\n  taskData: TaskData,\n  agentId: string,\n  loginOption: string,\n  webRtcEnabled: boolean\n): boolean => {\n  const {interaction} = taskData;\n\n  if (!interaction || !agentId) {\n    return false;\n  }\n\n  // Check if auto-answer is enabled for this agent\n  const autoAnswerEnabled = isAutoAnswerEnabled(interaction, agentId);\n\n  // Check if this is an agent-initiated outdial\n  const agentInitiatedOutdial = hasAgentInitiatedOutdial(interaction, agentId);\n\n  // WebRTC telephony calls\n  if (isWebRTCCall(interaction, loginOption, webRtcEnabled)) {\n    return autoAnswerEnabled || agentInitiatedOutdial;\n  }\n\n  // Digital outbound (Email/SMS)\n  if (isDigitalOutbound(interaction) && agentInitiatedOutdial) {\n    // Don't auto-answer if task has been transferred (has previous vteams)\n    const hasPreviousVteams = interaction.previousVTeams && interaction.previousVTeams.length > 0;\n\n    return !hasPreviousVteams;\n  }\n\n  return false;\n};\n\n/**\n * Gets the consult media resource ID for switch-call operations.\n * Searches for the consult media leg in the interaction.\n *\n * @param interaction - The interaction object\n * @param consultMediaResourceId - The consult media resource ID from task data\n * @param agentId - Current agent ID\n * @returns The consult media resource ID or undefined\n */\nexport const getConsultMediaResourceId = (\n  interaction: Interaction | undefined,\n  consultMediaResourceId: string | undefined,\n  agentId: string | undefined\n): string | undefined => {\n  // First priority: use consultMediaResourceId from task data if available\n  if (consultMediaResourceId) {\n    return consultMediaResourceId;\n  }\n\n  // Second priority: search for consult media leg in interaction.media\n  if (!interaction?.media || !agentId) {\n    return undefined;\n  }\n\n  // Find the consult media leg where this agent is a participant\n  for (const [mediaId, media] of Object.entries(interaction.media)) {\n    if (media.mType === 'consult' && media.participants?.includes(agentId)) {\n      return mediaId;\n    }\n  }\n\n  return undefined;\n};\n\n/**\n * Checks if a task is a campaign preview reservation that has not yet been accepted.\n * Campaign preview tasks should not trigger incoming call handling until the agent\n * explicitly accepts the preview contact.\n * @param task - The task to check\n * @returns true if the task is a pending campaign preview reservation, false otherwise\n */\nexport const isCampaignPreviewReservation = (task: ITask): boolean => {\n  return task?.data?.type === 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The interaction object\n * @param interactionId - The main interaction ID\n * @returns true if customer is in the call\n */\nexport const getIsCustomerInCall = (interaction: Interaction, interactionId: string): boolean => {\n  const mainCallMedia = interaction.media?.[interactionId];\n  const participants = interaction.participants;\n  if (!mainCallMedia?.participants || !participants) {\n    return false;\n  }\n\n  return mainCallMedia.participants.some((participantId: string) => {\n    const participant = participants[participantId];\n\n    return participant?.pType === PARTICIPANT_TYPE.CUSTOMER && !participant.hasLeft;\n  });\n};\n\n/**\n * Gets the count of active agent participants in the conference\n * Excludes Customer, Supervisor, and VVA participant types\n *\n * @param interaction - The interaction object\n * @param interactionId - The main interaction ID\n * @returns Number of active agent participants\n */\nexport const getConferenceParticipantsCount = (\n  interaction: Interaction,\n  interactionId: string\n): number => {\n  const mainCallMedia = interaction.media?.[interactionId];\n  const participants = interaction.participants;\n  if (!mainCallMedia?.participants || !participants) {\n    return 0;\n  }\n\n  let count = 0;\n  for (const participantId of mainCallMedia.participants) {\n    const participant = participants[participantId];\n    if (\n      participant &&\n      participant.pType !== PARTICIPANT_TYPE.CUSTOMER &&\n      participant.pType !== PARTICIPANT_TYPE.SUPERVISOR &&\n      participant.pType !== PARTICIPANT_TYPE.VVA &&\n      !participant.hasLeft\n    ) {\n      count += 1;\n    }\n  }\n\n  return count;\n};\n\n/**\n * Determines if a consult is actively in-progress for conference control gating.\n * This is used to disable conference controls (End/Consult) only when a consult leg\n * still exists outside the main call participants.\n */\nexport const getIsConsultInProgressForConferenceControls = (\n  interaction: Interaction | undefined,\n  mainCallId: string | undefined,\n  selfAgentId: string | undefined\n): boolean => {\n  if (!interaction || !mainCallId) return false;\n\n  const mainParticipants = interaction.media?.[mainCallId]?.participants;\n  if (!Array.isArray(mainParticipants) || mainParticipants.length === 0) return false;\n\n  const mainSet = new Set(mainParticipants);\n  const media = interaction.media;\n  if (!media) return false;\n\n  return Object.values(media).some((m: any) => {\n    if (!m || m.mType !== 'consult') return false;\n    if (!Array.isArray(m.participants) || m.participants.length === 0) return false;\n\n    return m.participants.some((participantId: string) => {\n      const p: any = interaction.participants?.[participantId];\n      if (!p || p.hasLeft) return false;\n      if (selfAgentId && participantId === selfAgentId) return false;\n      if (mainSet.has(participantId)) return false;\n\n      const participantType = String(p.pType ?? '').toUpperCase();\n      const isEpDnParticipant =\n        participantType === 'EP-DN' || participantType === 'EP_DN' || participantType === 'DN';\n      if (isEpDnParticipant) {\n        if (!selfAgentId) {\n          return true;\n        }\n        const selfConsultState = interaction.participants?.[selfAgentId]?.consultState as\n          | string\n          | undefined;\n\n        return (\n          selfConsultState === 'consulting' ||\n          selfConsultState === 'conferencing' ||\n          selfConsultState === 'consultInitiated'\n        );\n      }\n\n      const consultState = p.consultState as string | undefined;\n      const isRonaPendingConsultee = consultState === 'consultReserved' && p.hasJoined === false;\n      const consultLegActive =\n        consultState === 'consulting' ||\n        p.currentState === 'consulting' ||\n        (p.isConsulted === true && consultState !== 'consultCompleted' && !isRonaPendingConsultee);\n\n      return consultLegActive;\n    });\n  });\n};\n\nexport const getIsConsultedAgentForControls = (\n  taskData: TaskData | null,\n  context: TaskContext,\n  isConsultingState: boolean\n): boolean => {\n  return Boolean(taskData?.isConsulted) || (isConsultingState && !context.consultInitiator);\n};\n\nexport const getServerHoldStateForControls = (\n  context: TaskContext,\n  mainCallId?: string,\n  fallbackTaskData?: TaskData | null\n): boolean | undefined => {\n  const media = context.taskData?.interaction?.media ?? fallbackTaskData?.interaction?.media;\n  if (!media) return undefined;\n\n  if (mainCallId && media[mainCallId]) {\n    return media[mainCallId].isHold ?? false;\n  }\n\n  const mediaId = context.taskData?.mediaResourceId ?? fallbackTaskData?.mediaResourceId;\n  if (!mediaId) return undefined;\n\n  return media[mediaId]?.isHold;\n};\n\n/**\n * Determines if the given agent is the primary agent (owner) of the task\n * @param task - The task to check\n * @param agentId - The agent ID to check for primary status\n * @returns true if the agent is the primary agent, false otherwise\n */\nexport const isPrimary = (task: ITask, agentId: string): boolean => {\n  if (!task.data?.interaction?.owner) {\n    // Fall back to checking data.agentId when owner is not set\n    return task.data.agentId === agentId;\n  }\n\n  return task.data.interaction.owner === agentId;\n};\n\n/**\n * Checks if the given agent is a participant in the main interaction (mainCall)\n * @param task - The task to check\n * @param agentId - The agent ID to check for participation\n * @returns true if the agent is a participant in the main interaction, false otherwise\n */\nexport const isParticipantInMainInteraction = (task: ITask, agentId: string): boolean => {\n  if (!task?.data?.interaction?.media) {\n    return false;\n  }\n\n  return Object.values(task.data.interaction.media).some(\n    (mediaObj) =>\n      mediaObj &&\n      mediaObj.mType === MEDIA_TYPE_MAIN_CALL &&\n      mediaObj.participants?.includes(agentId)\n  );\n};\n\n/**\n * Checks if the given agent is not in the interaction or has left the interaction\n * @param task - The task to check\n * @param agentId - The agent ID to check\n * @returns true if the agent is not in the interaction or has left, false otherwise\n */\nexport const checkParticipantNotInInteraction = (task: ITask, agentId: string): boolean => {\n  if (!task?.data?.interaction?.participants) {\n    return true;\n  }\n  const {data} = task;\n\n  return (\n    !(agentId in data.interaction.participants) ||\n    (agentId in data.interaction.participants && data.interaction.participants[agentId].hasLeft)\n  );\n};\n\n/**\n * Determines if a conference is currently in progress based on the number of active agent participants\n * @param data - The task data to check for conference status\n * @returns true if there are 2 or more active agent participants in the main call, false otherwise\n *\n * For Agent B (consulted agent), their task's interactionId may be different from the main call.\n * We use mainInteractionId from the interaction if available, otherwise fallback to interactionId.\n */\nexport const getIsConferenceInProgress = (data: TaskData): boolean => {\n  if (!data.interaction) return false;\n\n  const mainCallId = data.interaction.mainInteractionId || data.interactionId;\n  const mediaMainCall = data.interaction.media?.[mainCallId];\n  const participantsInMainCall = new Set(mediaMainCall?.participants);\n  const {participants} = data.interaction;\n\n  const agentParticipants = new Set();\n  participantsInMainCall.forEach((participantId: string) => {\n    const participant = participants[participantId];\n    if (\n      participant &&\n      participant.pType !== PARTICIPANT_TYPE.CUSTOMER &&\n      participant.pType !== PARTICIPANT_TYPE.SUPERVISOR &&\n      participant.pType !== PARTICIPANT_TYPE.VVA &&\n      !participant.hasLeft\n    ) {\n      agentParticipants.add(participantId);\n    }\n  });\n\n  return agentParticipants.size >= 2;\n};\n\nconst EP_DN_MERGE_TERMINAL_CONSULT_EVENTS = new Set<string>([\n  CC_EVENTS.AGENT_CONSULT_ENDED,\n  CC_EVENTS.AGENT_CONSULT_CONFERENCE_ENDED,\n]);\n\nconst isEpDnParticipantType = (pType: string | undefined): boolean => {\n  const normalized = String(pType ?? '').toUpperCase();\n\n  return normalized === 'EP-DN' || normalized === 'EP_DN' || normalized === 'DN';\n};\n\n/** EP-DN consult merged to conference before a second agent joins the main leg (CAI-8329). */\nexport const isEpDnConsultPendingConferenceMerge = (\n  taskData: TaskData | undefined,\n  selfAgentId: string | undefined\n): boolean => {\n  if (!taskData?.interaction || !selfAgentId) return false;\n\n  if (taskData.type && EP_DN_MERGE_TERMINAL_CONSULT_EVENTS.has(taskData.type)) {\n    return false;\n  }\n\n  const interaction = taskData.interaction;\n  const mainCallId = interaction.mainInteractionId || taskData.interactionId;\n  if (!mainCallId) return false;\n\n  if (getConferenceParticipantsCount(interaction, mainCallId) > 1) return false;\n\n  const selfParticipant = interaction.participants?.[selfAgentId] as\n    | {consultState?: string}\n    | undefined;\n  if (taskData.isConsulted === true || selfParticipant?.consultState === 'consultCompleted') {\n    return false;\n  }\n\n  const mainParticipantIds = new Set(interaction.media?.[mainCallId]?.participants ?? []);\n  const hasEpDnOnConsultLegNotMain = Object.values(interaction.media ?? {}).some((media: any) => {\n    if (media?.mType !== MEDIA_TYPE_CONSULT) return false;\n\n    return (media.participants ?? []).some((participantId: string) => {\n      if (participantId === selfAgentId || mainParticipantIds.has(participantId)) return false;\n      const participant = interaction.participants?.[participantId] as\n        | {hasLeft?: boolean; pType?: string}\n        | undefined;\n      if (!participant || participant.hasLeft) return false;\n\n      return isEpDnParticipantType(participant.pType);\n    });\n  });\n  if (!hasEpDnOnConsultLegNotMain) return false;\n\n  const callProcessingDetails = interaction.callProcessingDetails as\n    | {hasCustomerLeft?: string}\n    | undefined;\n  const customerLeft =\n    callProcessingDetails?.hasCustomerLeft === 'true' ||\n    !getIsCustomerInCall(interaction, mainCallId);\n\n  const conferenceFromPayload =\n    interaction.state === INTERACTION_STATE.CONFERENCE ||\n    getIsConferenceInProgress(taskData) ||\n    (interaction.state === INTERACTION_STATE.POST_CALL && customerLeft);\n  if (!conferenceFromPayload) return false;\n\n  return (\n    taskData.consultingAgentId === selfAgentId ||\n    interaction.owner === selfAgentId ||\n    selfParticipant?.consultState === CONSULT_STATE.CONSULTING ||\n    selfParticipant?.consultState === CONSULT_STATE.CONFERENCING ||\n    selfParticipant?.consultState === 'consultInitiated'\n  );\n};\n\n/**\n * Checks if the current agent is a secondary agent in a consultation scenario.\n * Secondary agents are those who were consulted (not the original call owner).\n * @param task - The task object containing interaction details\n * @returns true if this is a secondary agent (consulted party), false otherwise\n */\nexport const isSecondaryAgent = (interaction: Interaction): boolean => {\n  if (!interaction.callProcessingDetails) {\n    return false;\n  }\n\n  return (\n    interaction.callProcessingDetails.relationshipType === 'consult' &&\n    !!interaction.callProcessingDetails.parentInteractionId &&\n    interaction.callProcessingDetails.parentInteractionId !== interaction.interactionId\n  );\n};\n\n/**\n * Checks if the current agent is a secondary EP-DN (Entry Point Dial Number) agent.\n * This is specifically for telephony consultations to external numbers/entry points.\n * @param interaction - The interaction object\n * @returns true if this is a secondary EP-DN agent in telephony consultation, false otherwise\n */\nexport const isSecondaryEpDnAgent = (interaction: Interaction): boolean => {\n  return interaction.mediaType === 'telephony' && isSecondaryAgent(interaction);\n};\n\n/**\n * Checks if the task belongs to a campaign preview interaction.\n * Campaign preview ContactEnded events are terminal cleanup events and should not trigger wrapup.\n */\nexport const isCampaignPreviewTask = (taskData?: TaskData | null): boolean => {\n  const outboundType = taskData?.interaction?.outboundType ?? '';\n  const cpd = taskData?.interaction?.callProcessingDetails as unknown as\n    | Record<string, string | undefined>\n    | undefined;\n  const campaignType = cpd?.campaignType ?? '';\n\n  return (\n    CAMPAIGN_PREVIEW_OUTBOUND_TYPES.includes(outboundType) ||\n    CAMPAIGN_PREVIEW_CAMPAIGN_TYPES.includes(campaignType)\n  );\n};\n\n/**\n * Checks if auto-answer is enabled for the agent participant\n * @param interaction - The interaction object\n * @param agentId - Current agent ID\n * @returns true if auto-answer is enabled, false otherwise\n */\nexport const isAutoAnswerEnabled = (interaction: Interaction, agentId: string): boolean => {\n  return interaction.participants?.[agentId]?.autoAnswerEnabled === true;\n};\n\n/**\n * Checks if the interaction is a WebRTC call eligible for auto-answer\n * @param interaction - The interaction object\n * @param loginOption - The agent's login option (BROWSER, AGENT_DN, etc.)\n * @param webRtcEnabled - Whether WebRTC is enabled for the agent\n * @returns true if this is a WebRTC call, false otherwise\n */\nexport const isWebRTCCall = (\n  interaction: Interaction,\n  loginOption: string,\n  webRtcEnabled: boolean\n): boolean => {\n  return (\n    webRtcEnabled &&\n    loginOption === LoginOption.BROWSER &&\n    interaction.mediaType === OUTDIAL_MEDIA_TYPE\n  );\n};\n\n/**\n * Checks if the interaction is a digital outbound (Email/SMS)\n * @param interaction - The interaction object\n * @returns true if this is a digital outbound, false otherwise\n */\nexport const isDigitalOutbound = (interaction: Interaction): boolean => {\n  return (\n    interaction.contactDirection?.type === OUTDIAL_DIRECTION &&\n    interaction.outboundType === OUTBOUND_TYPE &&\n    (interaction.mediaChannel === MEDIA_CHANNEL.EMAIL ||\n      interaction.mediaChannel === MEDIA_CHANNEL.SMS)\n  );\n};\n\n/**\n * Checks if the outdial was initiated by the current agent\n * @param interaction - The interaction object\n * @param agentId - Current agent ID\n * @returns true if agent initiated the outdial, false otherwise\n */\nexport const hasAgentInitiatedOutdial = (interaction: Interaction, agentId: string): boolean => {\n  return (\n    interaction.contactDirection?.type === OUTDIAL_DIRECTION &&\n    interaction.outboundType === OUTBOUND_TYPE &&\n    interaction.callProcessingDetails?.outdialAgentId === agentId &&\n    interaction.owner === agentId &&\n    !interaction.callProcessingDetails?.BLIND_TRANSFER_IN_PROGRESS\n  );\n};\n\n/**\n * Determines if a task should be auto-answered based on interaction data\n * Auto-answer logic handles:\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 taskData - The task data\n * @param agentId - Current agent ID\n * @param loginOption - Agent's login option\n * @param webRtcEnabled - Whether WebRTC is enabled for the agent\n * @returns true if task should be auto-answered, false otherwise\n */\nexport const shouldAutoAnswerTask = (\n  taskData: TaskData,\n  agentId: string,\n  loginOption: string,\n  webRtcEnabled: boolean\n): boolean => {\n  const {interaction} = taskData;\n\n  if (!interaction || !agentId) {\n    return false;\n  }\n\n  // Check if auto-answer is enabled for this agent\n  const autoAnswerEnabled = isAutoAnswerEnabled(interaction, agentId);\n\n  // Check if this is an agent-initiated outdial\n  const agentInitiatedOutdial = hasAgentInitiatedOutdial(interaction, agentId);\n\n  // WebRTC telephony calls\n  if (isWebRTCCall(interaction, loginOption, webRtcEnabled)) {\n    return autoAnswerEnabled || agentInitiatedOutdial;\n  }\n\n  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{\n    return consultMediaResourceId;\n  }\n\n  // Second priority: search for consult media leg in interaction.media\n  if (!interaction?.media || !agentId) {\n    return undefined;\n  }\n\n  // Find the consult media leg where this agent is a participant\n  for (const [mediaId, media] of Object.entries(interaction.media)) {\n    if (media.mType === 'consult' && media.participants?.includes(agentId)) {\n      return mediaId;\n    }\n  }\n\n  return undefined;\n};\n\n/**\n * Checks if a task is a campaign preview reservation that has not yet been accepted.\n * Campaign preview tasks should not trigger incoming call handling until the agent\n * explicitly accepts the preview contact.\n * @param task - The task to check\n * @returns true if the task is a pending campaign preview reservation, false otherwise\n */\nexport const isCampaignPreviewReservation = (task: ITask): boolean => {\n  return task?.data?.type === 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package/dist/services/task/state-machine/TaskStateMachine.js

@@ -96,6 +96,10 @@ function getTaskStateMachineConfig(uiControlConfig) {
             guard: _guards.guards.isInteractionTerminated,
             target: _constants.TaskState.WRAPPING_UP,
             actions: ['updateTaskData', 'markEnded', 'emitTaskHydrate']
+          }, {
+            guard: _guards.guards.isEpDnPendingConferenceMergeHydrate,
+            target: _constants.TaskState.CONFERENCING,
+            actions: ['updateTaskData', 'emitTaskHydrate']
           }, {
             guard: _guards.guards.isInteractionConsulting,
             target: _constants.TaskState.CONSULTING,
@@ -248,6 +252,14 @@ function getTaskStateMachineConfig(uiControlConfig) {
             target: _constants.TaskState.HELD,
             actions: ['updateTaskData', 'setHoldState', 'emitTaskHold']
           },
+          [_constants.TaskEvent.UNHOLD_INITIATED]: {
+            target: _constants.TaskState.RESUME_INITIATING
+          },
+          // Resume while machine is CONNECTED but main media is still on hold (stale state after consult RONA/decline).
+          [_constants.TaskEvent.UNHOLD_SUCCESS]: {
+            target: _constants.TaskState.CONNECTED,
+            actions: ['updateTaskData', 'setHoldState', 'emitTaskResume']
+          },
           // Click of the consult button
           [_constants.TaskEvent.CONSULT]: {
             target: _constants.TaskState.CONSULT_INITIATING,
@@ -584,6 +596,21 @@ function getTaskStateMachineConfig(uiControlConfig) {
           [_constants.TaskEvent.UNHOLD_SUCCESS]: {
             actions: ['updateTaskData', 'setHoldState', 'emitTaskResume']
           },
+          [_constants.TaskEvent.PARTICIPANT_LEAVE]: [{
+            guard: params => _guards.guards.didCurrentAgentLeaveConference(params) && _guards.guards.shouldWrapUp(params),
+            target: _constants.TaskState.WRAPPING_UP,
+            actions: ['updateTaskData', 'handleParticipantLeft', 'markEnded', 'clearConsultState', 'emitTaskParticipantLeft', 'emitTaskWrapup']
+          }, {
+            guard: _guards.guards.didCurrentAgentLeaveConference,
+            target: _constants.TaskState.TERMINATED,
+            actions: ['updateTaskData', 'handleParticipantLeft', 'markEnded', 'clearConsultState', 'emitTaskParticipantLeft', 'emitTaskEnd']
+          }, {
+            guard: params => !_guards.guards.didCurrentAgentLeaveConference(params) && _guards.guards.shouldDowngradeConferenceToConnected(params),
+            target: _constants.TaskState.CONNECTED,
+            actions: ['updateTaskData', 'handleParticipantLeft', 'clearConsultState', 'emitTaskParticipantLeft', 'emitTaskConferenceEnded']
+          }, {
+            actions: ['updateTaskData', 'handleParticipantLeft', 'emitTaskParticipantLeft']
+          }],
           [_constants.TaskEvent.TRANSFER_SUCCESS]: [{
             guard: _guards.guards.shouldWrapUpOrIsInitiator,
             target: _constants.TaskState.WRAPPING_UP,
@@ -601,19 +628,12 @@ function getTaskStateMachineConfig(uiControlConfig) {
             actions: ['setTransferConferenceRequested', 'emitTaskTransferConference']
           },
           [_constants.TaskEvent.TRANSFER_CONFERENCE_SUCCESS]: [{
-            guard: ({
-              context
-            }) => context.transferConferenceRequested !== true,
-            actions: ['updateTaskData', 'handleTransferConferenceSuccess', 'clearTransferConferenceRequested']
-          }, {
             guard: _guards.guards.shouldWrapUp,
             target: _constants.TaskState.WRAPPING_UP,
             actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'handleTransferConferenceSuccess', 'clearTransferConferenceRequested', 'emitTaskWrapup']
           }, {
-            // Non-initiator (consulted agent) stays in CONFERENCING
-            guard: ({
-              context
-            }) => !context.consultInitiator,
+            // Non-initiator (e.g. consultee receiving transfer) moves to CONFERENCING
+            guard: params => !_guards.guards.isSelfConferenceTransferInitiator(params),
             target: _constants.TaskState.CONFERENCING,
             actions: ['updateTaskData', 'clearConsultState', 'handleTransferConferenceSuccess', 'clearTransferConferenceRequested']
           }, {
@@ -753,11 +773,19 @@ function getTaskStateMachineConfig(uiControlConfig) {
             actions: ['setTransferConferenceRequested', 'emitTaskTransferConference']
           },
           [_constants.TaskEvent.TRANSFER_CONFERENCE_SUCCESS]: [{
-            // Not initiated by this agent → just refresh backend state.
-            guard: ({
-              context
-            }) => context.transferConferenceRequested !== true,
+            guard: _guards.guards.isPassiveConferenceTransferObserver,
             actions: ['updateTaskData', 'handleTransferConferenceSuccess', 'clearTransferConferenceRequested']
+          }, {
+            guard: _guards.guards.shouldWrapUp,
+            target: _constants.TaskState.WRAPPING_UP,
+            actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'handleTransferConferenceSuccess', 'clearTransferConferenceRequested', 'emitTaskWrapup']
+          }, {
+            guard: params => !_guards.guards.isSelfConferenceTransferInitiator(params),
+            target: _constants.TaskState.CONFERENCING,
+            actions: ['updateTaskData', 'clearConsultState', 'handleTransferConferenceSuccess', 'clearTransferConferenceRequested']
+          }, {
+            target: _constants.TaskState.TERMINATED,
+            actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'handleTransferConferenceSuccess', 'clearTransferConferenceRequested', 'emitTaskEnd']
           }],
           [_constants.TaskEvent.TRANSFER_CONFERENCE_FAILED]: {
             actions: ['clearTransferConferenceRequested', 'emitTaskTransferConferenceFailed']
@@ -792,7 +820,15 @@ function getTaskStateMachineConfig(uiControlConfig) {
           [_constants.TaskEvent.CONTACT_ENDED]: [{
             // Conference still active → stay
             actions: ['updateTaskData', 'requestCleanup']
-          }]
+          }],
+          [_constants.TaskEvent.CONSULT_FAILED]: {
+            actions: ['updateTaskData', 'handleConsultFailed']
+          },
+          [_constants.TaskEvent.TASK_WRAPUP]: {
+            guard: _guards.guards.shouldWrapUp,
+            target: _constants.TaskState.WRAPPING_UP,
+            actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'emitTaskWrapup']
+          }
         }
       },
       [_constants.TaskState.WRAPPING_UP]: {