@webex/contact-center 3.12.0-task-refactor.1 → 3.12.0-task-refactor.2

package/dist/services/task/state-machine/uiControlsComputer.js.map

@@ -1 +1 @@
-{"version":3,"names":["_types","require","_constants","_TaskUtils","DISABLED","isVisible","isEnabled","VISIBLE_ENABLED","VISIBLE_DISABLED","getDefaultInteractionUIControls","accept","decline","hold","mute","end","transfer","consult","consultTransfer","endConsult","recording","conference","wrapup","exitConference","transferConference","mergeToConference","switch","createTaskUIControls","main","activeLeg","getDefaultUIControls","computeVoiceInteractionUIControls","state","context","config","fallbackTaskData","currentLeg","TaskState","IDLE","taskData","interaction","mainCallId","mainInteractionId","interactionId","isWebrtc","voiceVariant","VOICE_VARIANT","WEBRTC","isOutdial","outboundType","serverHold","getServerHoldStateForControls","customerInCall","getIsCustomerInCall","customerPresent","Boolean","participants","Object","values","some","p","pType","hasLeft","participantCount","getConferenceParticipantsCount","maxParticipants","MAX_PARTICIPANTS_IN_MULTIPARTY_CONFERENCE","selfAgentId","agentId","consultInProgress","getIsConsultInProgressForConferenceControls","conferenceFromBackend","getIsConferenceInProgress","consultInitiator","consultDestinationAgentJoined","consultCallHeld","consultFromConference","recordingControlsAvailable","stateImpliesHeld","HELD","RESUME_INITIATING","stateImpliesConnected","CONNECTED","HOLD_INITIATING","isHeld","isConnected","isConsulting","CONSULTING","CONSULT_INITIATING","CONF_INITIATING","isConferencing","CONFERENCING","isWrappingUp","WRAPPING_UP","selfInMainCall","media","includes","conferenceActive","inConference","isSoleAgentOnCall","isConsulted","getIsConsultedAgentForControls","isActive","hasFullControls","consultOwnedBySelf","consultingAgentId","hasConsultMedia","consultMediaResourceId","mType","hasParallelConsultLeg","consultLegOnHold","OFFERED","isTerminated","canHold","isEndTaskEnabled","isConnectedOrHeld","canFromConnected","canFromConference","isEndConsultEnabled","isRecordingEnabled","consultingFromConference","computeDigitalInteractionUIControls","getVoiceLegState","currentState","hasConsultLeg","mainState","consultState","isConsultingState","computeUIControls","TERMINATED","COMPLETED","uiControlConfig","channelType","TASK_CHANNEL_TYPE","VOICE","mainControls","consultControls","DIGITAL","haveInteractionUIControlsChanged","previous","next","keys","key","prev","curr","haveUIControlsChanged"],"sources":["uiControlsComputer.ts"],"sourcesContent":["/**\n * UI Controls Computer - Centralized logic for computing UI control states\n */\n\nimport {\n  InteractionUIControls,\n  TASK_CHANNEL_TYPE,\n  TaskData,\n  TaskUILeg,\n  TaskUIControls,\n  VOICE_VARIANT,\n} from '../types';\nimport {TaskContext, UIControlConfig} from './types';\nimport {TaskState, MAX_PARTICIPANTS_IN_MULTIPARTY_CONFERENCE} from './constants';\nimport {\n  getIsCustomerInCall,\n  getConferenceParticipantsCount,\n  getIsConferenceInProgress,\n  getIsConsultInProgressForConferenceControls,\n  getIsConsultedAgentForControls,\n  getServerHoldStateForControls,\n} from '../TaskUtils';\n\nconst DISABLED = {isVisible: false, isEnabled: false} as const;\nconst VISIBLE_ENABLED = {isVisible: true, isEnabled: true} as const;\nconst VISIBLE_DISABLED = {isVisible: true, isEnabled: false} as const;\n\nfunction getDefaultInteractionUIControls(): InteractionUIControls {\n  return {\n    accept: DISABLED,\n    decline: DISABLED,\n    hold: DISABLED,\n    mute: DISABLED,\n    end: DISABLED,\n    transfer: DISABLED,\n    consult: DISABLED,\n    consultTransfer: DISABLED,\n    endConsult: DISABLED,\n    recording: DISABLED,\n    conference: DISABLED,\n    wrapup: DISABLED,\n    exitConference: DISABLED,\n    transferConference: DISABLED,\n    mergeToConference: DISABLED,\n    switch: DISABLED,\n  };\n}\n\nfunction createTaskUIControls(\n  main: InteractionUIControls,\n  consult: InteractionUIControls,\n  activeLeg: TaskUILeg\n): TaskUIControls {\n  return {\n    main,\n    consult,\n    activeLeg,\n  };\n}\n\nexport function getDefaultUIControls(): TaskUIControls {\n  return createTaskUIControls(\n    getDefaultInteractionUIControls(),\n    getDefaultInteractionUIControls(),\n    'main'\n  );\n}\n\nfunction computeVoiceInteractionUIControls(\n  state: TaskState,\n  context: TaskContext,\n  config: UIControlConfig,\n  fallbackTaskData?: TaskData,\n  currentLeg: TaskUILeg = 'main'\n): InteractionUIControls {\n  // Early exit for idle\n  if (state === TaskState.IDLE) {\n    return getDefaultInteractionUIControls();\n  }\n\n  // Essential data\n  const taskData = context.taskData ?? fallbackTaskData ?? null;\n  const interaction = taskData?.interaction;\n  const mainCallId = interaction?.mainInteractionId || taskData?.interactionId;\n  const isWebrtc = config.voiceVariant === VOICE_VARIANT.WEBRTC;\n  const isOutdial = interaction?.outboundType === 'OUTDIAL';\n  const serverHold = getServerHoldStateForControls(context, mainCallId, fallbackTaskData);\n\n  // Backend-derived checks\n  const customerInCall =\n    interaction && mainCallId ? getIsCustomerInCall(interaction, mainCallId) : false;\n  // EP-DN/secondary legs can have incomplete media participant lists; fall back to participants map.\n  const customerPresent =\n    customerInCall ||\n    Boolean(\n      interaction &&\n        interaction.participants &&\n        Object.values(interaction.participants).some(\n          (p: any) => p?.pType === 'Customer' && !p?.hasLeft\n        )\n    );\n  const participantCount =\n    interaction && mainCallId ? getConferenceParticipantsCount(interaction, mainCallId) : 0;\n  const maxParticipants = participantCount >= MAX_PARTICIPANTS_IN_MULTIPARTY_CONFERENCE;\n  const selfAgentId = config.agentId ?? taskData?.agentId;\n  const consultInProgress = getIsConsultInProgressForConferenceControls(\n    interaction,\n    mainCallId,\n    selfAgentId\n  );\n  const conferenceFromBackend = taskData ? getIsConferenceInProgress(taskData) : false;\n  // Note: ownership is used by some controls; keep computations local to those controls\n\n  // Context flags (set by state machine actions)\n  const {consultInitiator, consultDestinationAgentJoined, consultCallHeld, consultFromConference} =\n    context;\n  const {recordingControlsAvailable} = context;\n\n  const stateImpliesHeld = state === TaskState.HELD || state === TaskState.RESUME_INITIATING;\n  const stateImpliesConnected =\n    state === TaskState.CONNECTED || state === TaskState.HOLD_INITIATING;\n  const isHeld = stateImpliesHeld || serverHold === true;\n  const isConnected = stateImpliesConnected || (!stateImpliesHeld && serverHold === false);\n\n  // State categories for cleaner logic\n  const isConsulting =\n    state === TaskState.CONSULTING ||\n    state === TaskState.CONSULT_INITIATING ||\n    state === TaskState.CONF_INITIATING;\n  const isConferencing = state === TaskState.CONFERENCING;\n  const isWrappingUp = state === TaskState.WRAPPING_UP;\n  const selfInMainCall =\n    Boolean(selfAgentId) &&\n    Boolean(mainCallId) &&\n    Boolean(interaction?.media?.[mainCallId]?.participants?.includes(selfAgentId as string));\n  const conferenceActive = isConferencing || conferenceFromBackend || consultFromConference;\n  // Treat consult initiator as \"in conference\" even if mainCall participant list lags while consulting.\n  const inConference = conferenceActive && (isConferencing || selfInMainCall || consultInitiator);\n\n  // Check if this is a consulted agent (must be after isConsulting is computed).\n  const isSoleAgentOnCall = participantCount <= 1 && !isConsulting && !inConference;\n  const isConsulted =\n    inConference || isSoleAgentOnCall\n      ? false\n      : getIsConsultedAgentForControls(taskData, context, isConsulting);\n\n  // Active call = can perform call operations\n  const isActive =\n    state === TaskState.CONNECTED ||\n    state === TaskState.HELD ||\n    state === TaskState.HOLD_INITIATING ||\n    state === TaskState.RESUME_INITIATING ||\n    isConsulting ||\n    isConferencing;\n\n  // Consulted agents have limited controls until they're in conference or wrapup\n  // Use inConference (not isConferencing) so controls remain enabled after state downgrade\n  const hasFullControls = !isConsulted || consultInitiator || inConference || isWrappingUp;\n  const consultOwnedBySelf =\n    consultInitiator || (Boolean(selfAgentId) && taskData?.consultingAgentId === selfAgentId);\n  const hasConsultMedia = Boolean(\n    taskData?.consultMediaResourceId ||\n      Object.values(interaction?.media ?? {}).some((media: any) => media?.mType === 'consult')\n  );\n  const hasParallelConsultLeg =\n    consultOwnedBySelf &&\n    !isConsulting &&\n    !isConsulted &&\n    (consultInProgress || consultCallHeld || hasConsultMedia);\n  const consultLegOnHold = isConsulting && consultCallHeld;\n\n  return {\n    // Accept/Decline: Voice tasks in offered state\n    // For outdial, accept is disabled (auto-answer handles it), decline remains enabled\n    // For Extension mode (non-WebRTC), accept shows as disabled \"Ringing\" button\n    accept:\n      state === TaskState.OFFERED && !interaction?.isTerminated\n        ? {isVisible: true, isEnabled: isWebrtc && !isOutdial}\n        : DISABLED,\n    decline:\n      isWebrtc && state === TaskState.OFFERED && !interaction?.isTerminated\n        ? VISIBLE_ENABLED\n        : DISABLED,\n\n    // Hold: visible in connected/held/conference, disabled in conference/consulting\n    hold: (() => {\n      if (!hasFullControls) return DISABLED;\n      if (consultOwnedBySelf && (isConsulting || hasParallelConsultLeg || consultCallHeld)) {\n        return DISABLED;\n      }\n      if (hasParallelConsultLeg) return DISABLED;\n      if (state === TaskState.OFFERED) return DISABLED;\n      if (isWrappingUp) return DISABLED;\n      // Visibility: connected || held || inConference\n      if (!(isConnected || isHeld || inConference)) return DISABLED;\n      // Enabled: (connected || held) && !inConference && !isConsulting\n      const canHold = (isConnected || isHeld) && !inConference && !isConsulting;\n\n      return canHold ? VISIBLE_ENABLED : VISIBLE_DISABLED;\n    })(),\n\n    // Mute: WebRTC only, active calls; hidden entirely during wrapup\n    mute: (() => {\n      if (!isWebrtc) return DISABLED;\n      if (isWrappingUp) return DISABLED;\n      if (isConsulting) return VISIBLE_ENABLED;\n\n      if (isConnected || isHeld || isConferencing) {\n        if (inConference) return VISIBLE_ENABLED;\n\n        return isHeld ? VISIBLE_DISABLED : VISIBLE_ENABLED;\n      }\n\n      return DISABLED;\n    })(),\n\n    // End: varies by state; during consulting only on main leg (consult held)\n    end: (() => {\n      if (!config.isEndTaskEnabled) return DISABLED;\n      if (hasParallelConsultLeg) return VISIBLE_DISABLED;\n\n      if (isConsulting) {\n        if (currentLeg === 'consult' && consultCallHeld) return DISABLED;\n\n        return consultInitiator && consultCallHeld ? VISIBLE_ENABLED : DISABLED;\n      }\n\n      if (inConference) {\n        if (isConsulted) return DISABLED;\n\n        if (consultInProgress) return VISIBLE_DISABLED;\n\n        return isWrappingUp ? VISIBLE_DISABLED : VISIBLE_ENABLED;\n      }\n      if (!hasFullControls) return DISABLED;\n      if (isActive) return isHeld || isWrappingUp ? VISIBLE_DISABLED : VISIBLE_ENABLED;\n\n      return DISABLED;\n    })(),\n\n    // Transfer: connected/held, not in conference\n    transfer: (() => {\n      if (hasParallelConsultLeg) {\n        if (state === TaskState.CONNECTED) return VISIBLE_ENABLED;\n        if (state === TaskState.HELD) return VISIBLE_DISABLED;\n      }\n      if (isConsulting) {\n        if (!consultInitiator) return DISABLED;\n        if (consultLegOnHold) return VISIBLE_DISABLED;\n\n        return consultDestinationAgentJoined ? VISIBLE_ENABLED : VISIBLE_DISABLED;\n      }\n      if (!hasFullControls || inConference) return DISABLED;\n      if (state === TaskState.CONNECTED || state === TaskState.HELD) return VISIBLE_ENABLED;\n\n      return DISABLED;\n    })(),\n\n    // Consult: connected/held/conference when conditions met\n    consult: (() => {\n      const isConnectedOrHeld = state === TaskState.CONNECTED || state === TaskState.HELD;\n\n      if (hasParallelConsultLeg) return DISABLED;\n      if (!hasFullControls || !(isConnectedOrHeld || inConference)) {\n        return DISABLED;\n      }\n\n      // Enabled conditions differ by state\n      const canFromConnected =\n        !maxParticipants && customerPresent && !consultInProgress && !isConsulted;\n      const canFromConference =\n        !maxParticipants && customerPresent && !consultInProgress && !isConsulting;\n\n      const isEnabled = inConference ? canFromConference : canFromConnected;\n\n      return {isVisible: true, isEnabled};\n    })(),\n\n    // ConsultTransfer: always hidden (use transfer button)\n    consultTransfer: DISABLED,\n\n    // EndConsult: during consulting\n    endConsult: (() => {\n      if (!isConsulting) return DISABLED;\n      if (isConsulted && isConferencing) return DISABLED;\n      if (!isConsulted && isConferencing && !(consultInitiator && conferenceFromBackend)) {\n        return DISABLED;\n      }\n\n      return {isVisible: true, isEnabled: consultInitiator || config.isEndConsultEnabled};\n    })(),\n\n    // Recording: connected/held only, not in consult/conference\n    recording: (() => {\n      if (!recordingControlsAvailable || !config.isRecordingEnabled) return DISABLED;\n      if (!hasFullControls || isConsulting || inConference) return DISABLED;\n      if (state === TaskState.CONNECTED || state === TaskState.HELD) {\n        return VISIBLE_ENABLED;\n      }\n\n      return DISABLED;\n    })(),\n\n    // Conference: during consulting, enabled on both legs when agent joined\n    // Label changes based on leg: \"Conference\" on main leg, \"Merge\" on consult leg\n    conference: (() => {\n      if (hasParallelConsultLeg) {\n        if (state === TaskState.CONNECTED) {\n          return maxParticipants ? VISIBLE_DISABLED : VISIBLE_ENABLED;\n        }\n        if (state === TaskState.HELD) return VISIBLE_DISABLED;\n\n        return DISABLED;\n      }\n      if (!hasFullControls || !isConsulting) return DISABLED;\n      if (!consultInitiator) return DISABLED;\n      if (consultLegOnHold) return VISIBLE_DISABLED;\n\n      return consultDestinationAgentJoined && !maxParticipants ? VISIBLE_ENABLED : VISIBLE_DISABLED;\n    })(),\n\n    // Wrapup: wrapping up state\n    wrapup: isWrappingUp ? VISIBLE_ENABLED : DISABLED,\n\n    // ExitConference: in conference, not consulting from conference\n    exitConference: (() => {\n      if (isConsulted && !isConferencing) return DISABLED;\n      if (!inConference) return DISABLED;\n      const consultingFromConference = consultInitiator && isConsulting && conferenceFromBackend;\n\n      return consultingFromConference ? VISIBLE_DISABLED : VISIBLE_ENABLED;\n    })(),\n\n    // TransferConference: in conference with active consult, owner consulting from conference\n    transferConference: (() => {\n      if (hasParallelConsultLeg || consultLegOnHold) return DISABLED;\n      if (!inConference || !isConsulting) return DISABLED;\n      if (!consultInitiator || isConsulted) return DISABLED;\n\n      return consultDestinationAgentJoined ? VISIBLE_ENABLED : VISIBLE_DISABLED;\n    })(),\n\n    // MergeToConference: mirrors conference control, enabled on both legs\n    mergeToConference: (() => {\n      if (!isConsulting || !consultInitiator) return DISABLED;\n      if (consultLegOnHold) return VISIBLE_DISABLED;\n\n      return consultDestinationAgentJoined && !maxParticipants ? VISIBLE_ENABLED : VISIBLE_DISABLED;\n    })(),\n\n    // Switch: visible only on the currently active leg\n    switch: (() => {\n      if (currentLeg === 'consult') {\n        if (!isConsulting || !consultInitiator || consultCallHeld) return DISABLED;\n\n        return consultDestinationAgentJoined ? VISIBLE_ENABLED : VISIBLE_DISABLED;\n      }\n\n      if (hasParallelConsultLeg && state === TaskState.CONNECTED) {\n        return consultDestinationAgentJoined ? VISIBLE_ENABLED : VISIBLE_DISABLED;\n      }\n\n      return DISABLED;\n    })(),\n  };\n}\n\nfunction computeDigitalInteractionUIControls(\n  state: TaskState,\n  context: TaskContext,\n  fallbackTaskData?: TaskData\n): InteractionUIControls {\n  const taskData = context.taskData ?? fallbackTaskData ?? null;\n  const isTerminated = taskData?.interaction?.isTerminated ?? false;\n\n  const isConnected = state === TaskState.CONNECTED;\n  const isWrappingUp = state === TaskState.WRAPPING_UP;\n\n  return {\n    accept: state === TaskState.OFFERED ? VISIBLE_ENABLED : DISABLED,\n    decline: DISABLED,\n    hold: DISABLED,\n    mute: DISABLED,\n    end: isConnected && !isWrappingUp ? VISIBLE_ENABLED : DISABLED,\n    transfer: isConnected && !isWrappingUp ? VISIBLE_ENABLED : DISABLED,\n    consult: DISABLED,\n    consultTransfer: DISABLED,\n    endConsult: DISABLED,\n    recording: DISABLED,\n    conference: DISABLED,\n    wrapup: isTerminated || isWrappingUp ? VISIBLE_ENABLED : DISABLED,\n    exitConference: DISABLED,\n    transferConference: DISABLED,\n    mergeToConference: DISABLED,\n    switch: DISABLED,\n  };\n}\n\nfunction getVoiceLegState(\n  currentState: TaskState,\n  context: TaskContext,\n  config: UIControlConfig,\n  fallbackTaskData?: TaskData\n): {hasConsultLeg: boolean; activeLeg: TaskUILeg; mainState: TaskState; consultState: TaskState} {\n  if (currentState === TaskState.WRAPPING_UP) {\n    return {\n      hasConsultLeg: false,\n      activeLeg: 'main',\n      mainState: currentState,\n      consultState: TaskState.CONSULTING,\n    };\n  }\n\n  const taskData = context.taskData ?? fallbackTaskData ?? null;\n  const interaction = taskData?.interaction;\n  const mainCallId = interaction?.mainInteractionId || taskData?.interactionId;\n  const selfAgentId = config.agentId ?? taskData?.agentId;\n  const consultInProgress = getIsConsultInProgressForConferenceControls(\n    interaction,\n    mainCallId,\n    selfAgentId\n  );\n  const isConsultingState =\n    currentState === TaskState.CONSULTING ||\n    currentState === TaskState.CONSULT_INITIATING ||\n    currentState === TaskState.CONF_INITIATING;\n  const consultOwnedBySelf =\n    context.consultInitiator ||\n    (Boolean(selfAgentId) && taskData?.consultingAgentId === selfAgentId);\n  const hasConsultMedia = Boolean(\n    taskData?.consultMediaResourceId ||\n      Object.values(interaction?.media ?? {}).some((media: any) => media?.mType === 'consult')\n  );\n  const hasConsultLeg = Boolean(\n    consultOwnedBySelf &&\n      !taskData?.isConsulted &&\n      !interaction?.isTerminated &&\n      (consultInProgress || isConsultingState || context.consultCallHeld || hasConsultMedia)\n  );\n\n  if (!hasConsultLeg) {\n    return {\n      hasConsultLeg: false,\n      activeLeg: 'main',\n      mainState: currentState,\n      consultState: TaskState.CONSULTING,\n    };\n  }\n\n  return {\n    hasConsultLeg: true,\n    activeLeg: context.consultCallHeld ? 'main' : 'consult',\n    mainState: context.consultCallHeld ? TaskState.CONNECTED : TaskState.HELD,\n    consultState: isConsultingState ? currentState : TaskState.CONSULTING,\n  };\n}\n\nexport function computeUIControls(\n  currentState: TaskState,\n  context: TaskContext,\n  fallbackTaskData?: TaskData\n): TaskUIControls {\n  if (currentState === TaskState.TERMINATED || currentState === TaskState.COMPLETED) {\n    return getDefaultUIControls();\n  }\n\n  switch (context.uiControlConfig.channelType) {\n    case TASK_CHANNEL_TYPE.VOICE: {\n      const {hasConsultLeg, activeLeg, mainState, consultState} = getVoiceLegState(\n        currentState,\n        context,\n        context.uiControlConfig,\n        fallbackTaskData\n      );\n\n      const mainControls = computeVoiceInteractionUIControls(\n        mainState,\n        context,\n        context.uiControlConfig,\n        fallbackTaskData,\n        'main'\n      );\n      const consultControls = hasConsultLeg\n        ? computeVoiceInteractionUIControls(\n            consultState,\n            context,\n            context.uiControlConfig,\n            fallbackTaskData,\n            'consult'\n          )\n        : getDefaultInteractionUIControls();\n\n      return createTaskUIControls(mainControls, consultControls, activeLeg);\n    }\n    case TASK_CHANNEL_TYPE.DIGITAL:\n      return createTaskUIControls(\n        computeDigitalInteractionUIControls(currentState, context, fallbackTaskData),\n        getDefaultInteractionUIControls(),\n        'main'\n      );\n    default:\n      return getDefaultUIControls();\n  }\n}\n\nfunction haveInteractionUIControlsChanged(\n  previous: InteractionUIControls,\n  next: InteractionUIControls\n): boolean {\n  return (Object.keys(next) as (keyof InteractionUIControls)[]).some((key) => {\n    const prev = previous[key];\n    const curr = next[key];\n\n    return prev.isVisible !== curr.isVisible || prev.isEnabled !== curr.isEnabled;\n  });\n}\n\nexport function haveUIControlsChanged(\n  previous: TaskUIControls | undefined,\n  next: TaskUIControls\n): boolean {\n  if (!previous) return true;\n\n  return (\n    previous.activeLeg !== next.activeLeg ||\n    haveInteractionUIControlsChanged(previous.main, next.main) ||\n    haveInteractionUIControlsChanged(previous.consult, next.consult)\n  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+{"version":3,"names":["_types","require","_constants","_TaskUtils","DISABLED","isVisible","isEnabled","VISIBLE_ENABLED","VISIBLE_DISABLED","getDefaultInteractionUIControls","accept","decline","hold","mute","end","transfer","consult","consultTransfer","endConsult","recording","conference","wrapup","exitConference","transferConference","mergeToConference","switch","createTaskUIControls","main","activeLeg","getDefaultUIControls","computeVoiceInteractionUIControls","state","context","config","fallbackTaskData","currentLeg","TaskState","IDLE","taskData","interaction","mainCallId","mainInteractionId","interactionId","isWebrtc","voiceVariant","VOICE_VARIANT","WEBRTC","isOutdial","outboundType","serverHold","getServerHoldStateForControls","customerInCall","getIsCustomerInCall","customerPresent","Boolean","participants","Object","values","some","p","pType","hasLeft","participantCount","getConferenceParticipantsCount","maxParticipants","MAX_PARTICIPANTS_IN_MULTIPARTY_CONFERENCE","selfAgentId","agentId","consultInProgress","getIsConsultInProgressForConferenceControls","conferenceFromBackend","getIsConferenceInProgress","consultInitiator","consultDestinationAgentJoined","consultDestinationType","consultCallHeld","consultFromConference","recordingControlsAvailable","isEpDnConsult","isConsultDestinationReady","stateImpliesHeld","HELD","RESUME_INITIATING","stateImpliesConnected","CONNECTED","HOLD_INITIATING","isHeld","isConnected","isConsulting","CONSULTING","CONSULT_INITIATING","CONF_INITIATING","isConferencing","CONFERENCING","isWrappingUp","WRAPPING_UP","selfInMainCall","media","includes","conferenceActive","inConference","isSoleAgentOnCall","isConsulted","getIsConsultedAgentForControls","isActive","hasFullControls","consultOwnedBySelf","consultingAgentId","hasConsultMedia","consultMediaResourceId","mType","hasParallelConsultLeg","consultLegOnHold","OFFERED","isTerminated","canHold","isEndTaskEnabled","isConnectedOrHeld","canFromConnected","canFromConference","isEndConsultEnabled","isRecordingEnabled","consultingFromConference","computeDigitalInteractionUIControls","getVoiceLegState","currentState","hasConsultLeg","mainState","consultState","isConsultingState","computeUIControls","TERMINATED","COMPLETED","uiControlConfig","channelType","TASK_CHANNEL_TYPE","VOICE","mainControls","consultControls","DIGITAL","haveInteractionUIControlsChanged","previous","next","keys","key","prev","curr","haveUIControlsChanged"],"sources":["uiControlsComputer.ts"],"sourcesContent":["/**\n * UI Controls Computer - Centralized logic for computing UI control states\n */\n\nimport {\n  InteractionUIControls,\n  TASK_CHANNEL_TYPE,\n  TaskData,\n  TaskUILeg,\n  TaskUIControls,\n  VOICE_VARIANT,\n} from '../types';\nimport {TaskContext, UIControlConfig} from './types';\nimport {TaskState, MAX_PARTICIPANTS_IN_MULTIPARTY_CONFERENCE} from './constants';\nimport {\n  getIsCustomerInCall,\n  getConferenceParticipantsCount,\n  getIsConferenceInProgress,\n  getIsConsultInProgressForConferenceControls,\n  getIsConsultedAgentForControls,\n  getServerHoldStateForControls,\n} from '../TaskUtils';\n\nconst DISABLED = {isVisible: false, isEnabled: false} as const;\nconst VISIBLE_ENABLED = {isVisible: true, isEnabled: true} as const;\nconst VISIBLE_DISABLED = {isVisible: true, isEnabled: false} as const;\n\nfunction getDefaultInteractionUIControls(): InteractionUIControls {\n  return {\n    accept: DISABLED,\n    decline: DISABLED,\n    hold: DISABLED,\n    mute: DISABLED,\n    end: DISABLED,\n    transfer: DISABLED,\n    consult: DISABLED,\n    consultTransfer: DISABLED,\n    endConsult: DISABLED,\n    recording: DISABLED,\n    conference: DISABLED,\n    wrapup: DISABLED,\n    exitConference: DISABLED,\n    transferConference: DISABLED,\n    mergeToConference: DISABLED,\n    switch: DISABLED,\n  };\n}\n\nfunction createTaskUIControls(\n  main: InteractionUIControls,\n  consult: InteractionUIControls,\n  activeLeg: TaskUILeg\n): TaskUIControls {\n  return {\n    main,\n    consult,\n    activeLeg,\n  };\n}\n\nexport function getDefaultUIControls(): TaskUIControls {\n  return createTaskUIControls(\n    getDefaultInteractionUIControls(),\n    getDefaultInteractionUIControls(),\n    'main'\n  );\n}\n\nfunction computeVoiceInteractionUIControls(\n  state: TaskState,\n  context: TaskContext,\n  config: UIControlConfig,\n  fallbackTaskData?: TaskData,\n  currentLeg: TaskUILeg = 'main'\n): InteractionUIControls {\n  // Early exit for idle\n  if (state === TaskState.IDLE) {\n    return getDefaultInteractionUIControls();\n  }\n\n  // Essential data\n  const taskData = context.taskData ?? fallbackTaskData ?? null;\n  const interaction = taskData?.interaction;\n  const mainCallId = interaction?.mainInteractionId || taskData?.interactionId;\n  const isWebrtc = config.voiceVariant === VOICE_VARIANT.WEBRTC;\n  const isOutdial = interaction?.outboundType === 'OUTDIAL';\n  const serverHold = getServerHoldStateForControls(context, mainCallId, fallbackTaskData);\n\n  // Backend-derived checks\n  const customerInCall =\n    interaction && mainCallId ? getIsCustomerInCall(interaction, mainCallId) : false;\n  // EP-DN/secondary legs can have incomplete media participant lists; fall back to participants map.\n  const customerPresent =\n    customerInCall ||\n    Boolean(\n      interaction &&\n        interaction.participants &&\n        Object.values(interaction.participants).some(\n          (p: any) => p?.pType === 'Customer' && !p?.hasLeft\n        )\n    );\n  const participantCount =\n    interaction && mainCallId ? getConferenceParticipantsCount(interaction, mainCallId) : 0;\n  const maxParticipants = participantCount >= MAX_PARTICIPANTS_IN_MULTIPARTY_CONFERENCE;\n  const selfAgentId = config.agentId ?? taskData?.agentId;\n  const consultInProgress = getIsConsultInProgressForConferenceControls(\n    interaction,\n    mainCallId,\n    selfAgentId\n  );\n  const conferenceFromBackend = taskData ? getIsConferenceInProgress(taskData) : false;\n  // Note: ownership is used by some controls; keep computations local to those controls\n\n  // Context flags (set by state machine actions)\n  const {\n    consultInitiator,\n    consultDestinationAgentJoined,\n    consultDestinationType,\n    consultCallHeld,\n    consultFromConference,\n  } = context;\n  const {recordingControlsAvailable} = context;\n\n  // EP_DN consults are \"ready\" as soon as the consult is created (EP accepts routing immediately).\n  // Backend sends destinationType as 'EP-DN'; SDK method uses 'entryPoint' — check both.\n  const isEpDnConsult =\n    consultDestinationType === 'entryPoint' || consultDestinationType === ('EP-DN' as any);\n  const isConsultDestinationReady = consultDestinationAgentJoined || isEpDnConsult;\n\n  const stateImpliesHeld = state === TaskState.HELD || state === TaskState.RESUME_INITIATING;\n  const stateImpliesConnected =\n    state === TaskState.CONNECTED || state === TaskState.HOLD_INITIATING;\n  const isHeld = stateImpliesHeld || serverHold === true;\n  const isConnected = stateImpliesConnected || (!stateImpliesHeld && serverHold === false);\n\n  // State categories for cleaner logic\n  const isConsulting =\n    state === TaskState.CONSULTING ||\n    state === TaskState.CONSULT_INITIATING ||\n    state === TaskState.CONF_INITIATING;\n  const isConferencing = state === TaskState.CONFERENCING;\n  const isWrappingUp = state === TaskState.WRAPPING_UP;\n  const selfInMainCall =\n    Boolean(selfAgentId) &&\n    Boolean(mainCallId) &&\n    Boolean(interaction?.media?.[mainCallId]?.participants?.includes(selfAgentId as string));\n  const conferenceActive = isConferencing || conferenceFromBackend || consultFromConference;\n  // Treat consult initiator as \"in conference\" even if mainCall participant list lags while consulting.\n  const inConference = conferenceActive && (isConferencing || selfInMainCall || consultInitiator);\n\n  // Check if this is a consulted agent (must be after isConsulting is computed).\n  const isSoleAgentOnCall = participantCount <= 1 && !isConsulting && !inConference;\n  const isConsulted =\n    inConference || isSoleAgentOnCall\n      ? false\n      : getIsConsultedAgentForControls(taskData, context, isConsulting);\n\n  // Active call = can perform call operations\n  const isActive =\n    state === TaskState.CONNECTED ||\n    state === TaskState.HELD ||\n    state === TaskState.HOLD_INITIATING ||\n    state === TaskState.RESUME_INITIATING ||\n    isConsulting ||\n    isConferencing;\n\n  // Consulted agents have limited controls until they're in conference or wrapup\n  // Use inConference (not isConferencing) so controls remain enabled after state downgrade\n  const hasFullControls = !isConsulted || consultInitiator || inConference || isWrappingUp;\n  const consultOwnedBySelf =\n    consultInitiator || (Boolean(selfAgentId) && taskData?.consultingAgentId === selfAgentId);\n  const hasConsultMedia = Boolean(\n    taskData?.consultMediaResourceId ||\n      Object.values(interaction?.media ?? {}).some((media: any) => media?.mType === 'consult')\n  );\n  const hasParallelConsultLeg =\n    consultOwnedBySelf &&\n    !isConsulting &&\n    !isConsulted &&\n    (consultInProgress || consultCallHeld || hasConsultMedia);\n  const consultLegOnHold = isConsulting && consultCallHeld;\n\n  return {\n    // Accept/Decline: Voice tasks in offered state\n    // For outdial, accept is disabled (auto-answer handles it), decline remains enabled\n    // For Extension mode (non-WebRTC), accept shows as disabled \"Ringing\" button\n    accept:\n      state === TaskState.OFFERED && !interaction?.isTerminated\n        ? {isVisible: true, isEnabled: isWebrtc && !isOutdial}\n        : DISABLED,\n    decline:\n      isWebrtc && state === TaskState.OFFERED && !interaction?.isTerminated\n        ? VISIBLE_ENABLED\n        : DISABLED,\n\n    // Hold: visible in connected/held/conference, disabled in conference/consulting\n    hold: (() => {\n      if (!hasFullControls) return DISABLED;\n      if (consultOwnedBySelf && (isConsulting || hasParallelConsultLeg || consultCallHeld)) {\n        return DISABLED;\n      }\n      if (hasParallelConsultLeg) return DISABLED;\n      if (state === TaskState.OFFERED) return DISABLED;\n      if (isWrappingUp) return DISABLED;\n      // Visibility: connected || held || inConference\n      if (!(isConnected || isHeld || inConference)) return DISABLED;\n      // Enabled: (connected || held) && !inConference && !isConsulting\n      const canHold = (isConnected || isHeld) && !inConference && !isConsulting;\n\n      return canHold ? VISIBLE_ENABLED : VISIBLE_DISABLED;\n    })(),\n\n    // Mute: WebRTC only, active calls; hidden entirely during wrapup\n    mute: (() => {\n      if (!isWebrtc) return DISABLED;\n      if (isWrappingUp) return DISABLED;\n      if (isConsulting) return VISIBLE_ENABLED;\n\n      if (isConnected || isHeld || isConferencing) {\n        if (inConference) return VISIBLE_ENABLED;\n\n        return isHeld ? VISIBLE_DISABLED : VISIBLE_ENABLED;\n      }\n\n      return DISABLED;\n    })(),\n\n    // End: varies by state; during consulting only on main leg (consult held)\n    end: (() => {\n      if (!config.isEndTaskEnabled) return DISABLED;\n      if (hasParallelConsultLeg) {\n        return isConnected && isEpDnConsult ? VISIBLE_ENABLED : VISIBLE_DISABLED;\n      }\n\n      if (isConsulting) {\n        if (currentLeg === 'consult' && consultCallHeld) return DISABLED;\n\n        return consultInitiator && consultCallHeld ? VISIBLE_ENABLED : DISABLED;\n      }\n\n      if (inConference) {\n        if (isConsulted) return DISABLED;\n\n        if (consultInProgress) return VISIBLE_DISABLED;\n\n        return isWrappingUp ? VISIBLE_DISABLED : VISIBLE_ENABLED;\n      }\n      if (!hasFullControls) return DISABLED;\n      if (isActive) return isHeld || isWrappingUp ? VISIBLE_DISABLED : VISIBLE_ENABLED;\n\n      return DISABLED;\n    })(),\n\n    // Transfer: connected/held, not in conference\n    transfer: (() => {\n      if (hasParallelConsultLeg) {\n        if (state === TaskState.CONNECTED) return VISIBLE_ENABLED;\n        if (state === TaskState.HELD) return VISIBLE_DISABLED;\n      }\n      if (isConsulting) {\n        if (!consultInitiator) return DISABLED;\n        if (consultLegOnHold) return VISIBLE_DISABLED;\n\n        return isConsultDestinationReady ? VISIBLE_ENABLED : VISIBLE_DISABLED;\n      }\n      if (!hasFullControls || inConference) return DISABLED;\n      if (state === TaskState.CONNECTED || state === TaskState.HELD) return VISIBLE_ENABLED;\n\n      return DISABLED;\n    })(),\n\n    // Consult: connected/held/conference when conditions met\n    consult: (() => {\n      const isConnectedOrHeld = state === TaskState.CONNECTED || state === TaskState.HELD;\n\n      if (hasParallelConsultLeg) return DISABLED;\n      if (!hasFullControls || !(isConnectedOrHeld || inConference)) {\n        return DISABLED;\n      }\n\n      // Enabled conditions differ by state\n      const canFromConnected =\n        !maxParticipants && customerPresent && !consultInProgress && !isConsulted;\n      const canFromConference =\n        !maxParticipants && customerPresent && !consultInProgress && !isConsulting;\n\n      const isEnabled = inConference ? canFromConference : canFromConnected;\n\n      return {isVisible: true, isEnabled};\n    })(),\n\n    // ConsultTransfer: always hidden (use transfer button)\n    consultTransfer: DISABLED,\n\n    // EndConsult: during consulting\n    endConsult: (() => {\n      if (!isConsulting) return DISABLED;\n      if (isConsulted && isConferencing) return DISABLED;\n      if (!isConsulted && isConferencing && !(consultInitiator && conferenceFromBackend)) {\n        return DISABLED;\n      }\n\n      return {isVisible: true, isEnabled: consultInitiator || config.isEndConsultEnabled};\n    })(),\n\n    // Recording: connected/held only, not in consult/conference\n    recording: (() => {\n      if (!recordingControlsAvailable || !config.isRecordingEnabled) return DISABLED;\n      if (!hasFullControls || isConsulting || inConference) return DISABLED;\n      if (state === TaskState.CONNECTED || state === TaskState.HELD) {\n        return VISIBLE_ENABLED;\n      }\n\n      return DISABLED;\n    })(),\n\n    // Conference: during consulting, enabled on both legs when agent joined\n    // Label changes based on leg: \"Conference\" on main leg, \"Merge\" on consult leg\n    conference: (() => {\n      if (hasParallelConsultLeg) {\n        if (state === TaskState.CONNECTED) {\n          return maxParticipants ? VISIBLE_DISABLED : VISIBLE_ENABLED;\n        }\n        if (state === TaskState.HELD) return VISIBLE_DISABLED;\n\n        return DISABLED;\n      }\n      if (!hasFullControls || !isConsulting) return DISABLED;\n      if (!consultInitiator) return DISABLED;\n      if (consultLegOnHold) return VISIBLE_DISABLED;\n\n      return isConsultDestinationReady && !maxParticipants ? VISIBLE_ENABLED : VISIBLE_DISABLED;\n    })(),\n\n    // Wrapup: wrapping up state\n    wrapup: isWrappingUp ? VISIBLE_ENABLED : DISABLED,\n\n    // ExitConference: in conference, not consulting from conference\n    exitConference: (() => {\n      if (isConsulted && !isConferencing) return DISABLED;\n      if (!inConference) return DISABLED;\n      const consultingFromConference = consultInitiator && isConsulting && conferenceFromBackend;\n\n      return consultingFromConference ? VISIBLE_DISABLED : VISIBLE_ENABLED;\n    })(),\n\n    // TransferConference: in conference with active consult, owner consulting from conference\n    transferConference: (() => {\n      if (hasParallelConsultLeg || consultLegOnHold) return DISABLED;\n      if (!inConference || !isConsulting) return DISABLED;\n      if (!consultInitiator || isConsulted) return DISABLED;\n\n      return isConsultDestinationReady ? VISIBLE_ENABLED : VISIBLE_DISABLED;\n    })(),\n\n    // MergeToConference: mirrors conference control, enabled on both legs\n    mergeToConference: (() => {\n      if (!isConsulting || !consultInitiator) return DISABLED;\n      if (consultLegOnHold) return VISIBLE_DISABLED;\n\n      return isConsultDestinationReady && !maxParticipants ? VISIBLE_ENABLED : VISIBLE_DISABLED;\n    })(),\n\n    // Switch: visible only on the currently active leg\n    switch: (() => {\n      if (currentLeg === 'consult') {\n        if (!isConsulting || !consultInitiator || consultCallHeld) return DISABLED;\n\n        return isConsultDestinationReady ? VISIBLE_ENABLED : VISIBLE_DISABLED;\n      }\n\n      if (hasParallelConsultLeg && state === TaskState.CONNECTED) {\n        return isConsultDestinationReady ? VISIBLE_ENABLED : VISIBLE_DISABLED;\n      }\n\n      return DISABLED;\n    })(),\n  };\n}\n\nfunction computeDigitalInteractionUIControls(\n  state: TaskState,\n  context: TaskContext,\n  fallbackTaskData?: TaskData\n): InteractionUIControls {\n  const taskData = context.taskData ?? fallbackTaskData ?? null;\n  const isTerminated = taskData?.interaction?.isTerminated ?? false;\n\n  const isConnected = state === TaskState.CONNECTED;\n  const isWrappingUp = state === TaskState.WRAPPING_UP;\n\n  return {\n    accept: state === TaskState.OFFERED ? VISIBLE_ENABLED : DISABLED,\n    decline: DISABLED,\n    hold: DISABLED,\n    mute: DISABLED,\n    end: isConnected && !isWrappingUp ? VISIBLE_ENABLED : DISABLED,\n    transfer: isConnected && !isWrappingUp ? VISIBLE_ENABLED : DISABLED,\n    consult: DISABLED,\n    consultTransfer: DISABLED,\n    endConsult: DISABLED,\n    recording: DISABLED,\n    conference: DISABLED,\n    wrapup: isTerminated || isWrappingUp ? VISIBLE_ENABLED : DISABLED,\n    exitConference: DISABLED,\n    transferConference: DISABLED,\n    mergeToConference: DISABLED,\n    switch: DISABLED,\n  };\n}\n\nfunction getVoiceLegState(\n  currentState: TaskState,\n  context: TaskContext,\n  config: UIControlConfig,\n  fallbackTaskData?: TaskData\n): {hasConsultLeg: boolean; activeLeg: TaskUILeg; mainState: TaskState; consultState: TaskState} {\n  if (currentState === TaskState.WRAPPING_UP) {\n    return {\n      hasConsultLeg: false,\n      activeLeg: 'main',\n      mainState: currentState,\n      consultState: TaskState.CONSULTING,\n    };\n  }\n\n  const taskData = context.taskData ?? fallbackTaskData ?? null;\n  const interaction = taskData?.interaction;\n  const mainCallId = interaction?.mainInteractionId || taskData?.interactionId;\n  const selfAgentId = config.agentId ?? taskData?.agentId;\n  const consultInProgress = getIsConsultInProgressForConferenceControls(\n    interaction,\n    mainCallId,\n    selfAgentId\n  );\n  const isConsultingState =\n    currentState === TaskState.CONSULTING ||\n    currentState === TaskState.CONSULT_INITIATING ||\n    currentState === TaskState.CONF_INITIATING;\n  const consultOwnedBySelf =\n    context.consultInitiator ||\n    (Boolean(selfAgentId) && taskData?.consultingAgentId === selfAgentId);\n  const hasConsultMedia = Boolean(\n    taskData?.consultMediaResourceId ||\n      Object.values(interaction?.media ?? {}).some((media: any) => media?.mType === 'consult')\n  );\n  const hasConsultLeg = Boolean(\n    consultOwnedBySelf &&\n      !taskData?.isConsulted &&\n      !interaction?.isTerminated &&\n      (consultInProgress || isConsultingState || context.consultCallHeld || hasConsultMedia)\n  );\n\n  if (!hasConsultLeg) {\n    return {\n      hasConsultLeg: false,\n      activeLeg: 'main',\n      mainState: currentState,\n      consultState: TaskState.CONSULTING,\n    };\n  }\n\n  return {\n    hasConsultLeg: true,\n    activeLeg: context.consultCallHeld ? 'main' : 'consult',\n    mainState: context.consultCallHeld ? TaskState.CONNECTED : TaskState.HELD,\n    consultState: isConsultingState ? currentState : TaskState.CONSULTING,\n  };\n}\n\nexport function computeUIControls(\n  currentState: TaskState,\n  context: TaskContext,\n  fallbackTaskData?: TaskData\n): TaskUIControls {\n  if (currentState === TaskState.TERMINATED || currentState === TaskState.COMPLETED) {\n    return getDefaultUIControls();\n  }\n\n  switch (context.uiControlConfig.channelType) {\n    case TASK_CHANNEL_TYPE.VOICE: {\n      const {hasConsultLeg, activeLeg, mainState, consultState} = getVoiceLegState(\n        currentState,\n        context,\n        context.uiControlConfig,\n        fallbackTaskData\n      );\n\n      const mainControls = computeVoiceInteractionUIControls(\n        mainState,\n        context,\n        context.uiControlConfig,\n        fallbackTaskData,\n        'main'\n      );\n      const consultControls = hasConsultLeg\n        ? computeVoiceInteractionUIControls(\n            consultState,\n            context,\n            context.uiControlConfig,\n            fallbackTaskData,\n            'consult'\n          )\n        : getDefaultInteractionUIControls();\n\n      return createTaskUIControls(mainControls, consultControls, activeLeg);\n    }\n    case TASK_CHANNEL_TYPE.DIGITAL:\n      return createTaskUIControls(\n        computeDigitalInteractionUIControls(currentState, context, fallbackTaskData),\n        getDefaultInteractionUIControls(),\n        'main'\n      );\n    default:\n      return getDefaultUIControls();\n  }\n}\n\nfunction haveInteractionUIControlsChanged(\n  previous: InteractionUIControls,\n  next: InteractionUIControls\n): boolean {\n  return (Object.keys(next) as (keyof InteractionUIControls)[]).some((key) => {\n    const prev = previous[key];\n    const curr = next[key];\n\n    return prev.isVisible !== curr.isVisible || prev.isEnabled !== curr.isEnabled;\n  });\n}\n\nexport function haveUIControlsChanged(\n  previous: TaskUIControls | undefined,\n  next: TaskUIControls\n): boolean {\n  if (!previous) return true;\n\n  return (\n    previous.activeLeg !== next.activeLeg ||\n    haveInteractionUIControlsChanged(previous.main, next.main) ||\n    haveInteractionUIControlsChanged(previous.consult, next.consult)\n  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package/dist/webex.js

@@ -41,7 +41,7 @@ if (!global.Buffer) {
  */
 const Webex = _webexCore.default.extend({
   webex: true,
-  version: `3.12.0-task-refactor.1`
+  version: `3.12.0-task-refactor.2`
 });
 
 /**

package/package.json

@@ -83,5 +83,5 @@
     "typedoc": "^0.25.0",
     "typescript": "5.4.5"
   },
-  "version": "3.12.0-task-refactor.1"
+  "version": "3.12.0-task-refactor.2"
 }

package/src/services/task/TaskManager.ts

@@ -691,8 +691,20 @@ export default class TaskManager extends EventEmitter {
         this.wrapupData,
         this.agentId
       );
-      this.setupTaskListeners(task);
       this.taskCollection[payload.interactionId] = task;
+
+      // Transition the new task out of IDLE immediately so UI controls are
+      // computed before TASK_MERGED is emitted. This handles the race where
+      // AgentContactAssigned arrives before ContactMerged and gets dropped.
+      // Send HYDRATE before setupTaskListeners so the emitTaskHydrate action
+      // doesn't bubble up to the Widget (avoids duplicate listener registration).
+      task.sendStateMachineEvent({
+        type: TaskEvent.HYDRATE,
+        taskData,
+        agentId: this.agentId,
+      } as TaskEventPayload);
+
+      this.setupTaskListeners(task);
     }
 
     if (task) {

package/src/services/task/state-machine/actions.ts

@@ -109,7 +109,20 @@ const deriveTaskDataUpdates = (context: TaskContext, taskData: TaskData | undefi
                   (p: any) => p?.isConsulted === true && !p?.hasLeft
                 )
             );
-            if (hasJoinedConsultee) updates.consultDestinationAgentJoined = true;
+            const cpd = taskData.interaction?.callProcessingDetails;
+            const backendSaysJoined = cpd?.consultDestinationAgentJoined === 'true';
+            if (hasJoinedConsultee || backendSaysJoined)
+              updates.consultDestinationAgentJoined = true;
+          }
+
+          if (!context.consultDestinationType && !updates.consultDestinationType) {
+            const hasEpDnParticipant = Boolean(
+              taskData.interaction.participants &&
+                Object.values(taskData.interaction.participants).some(
+                  (p: any) => p?.pType === 'EP-DN' && !p?.hasLeft
+                )
+            );
+            if (hasEpDnParticipant) updates.consultDestinationType = 'entryPoint' as any;
           }
 
           const effectiveConsultInitiator = updates.consultInitiator ?? context.consultInitiator;

package/src/services/task/state-machine/guards.ts

@@ -100,7 +100,15 @@ export const guards = {
   isInteractionConsulting: ({event}: GuardParams): boolean => {
     const taskData = getTaskDataFromEvent(event);
 
-    return taskData?.interaction?.state === 'consulting';
+    if (taskData?.interaction?.state === 'consulting') return true;
+
+    // EP_DN consulted agent: backend reports state as 'connected' but CPD indicates consult
+    const cpd = taskData?.interaction?.callProcessingDetails;
+    if (cpd?.relationshipType === 'consult' && taskData?.interaction?.state === 'connected') {
+      return true;
+    }
+
+    return false;
   },
 
   isInteractionHeld: ({event}: GuardParams): boolean => {

package/src/services/task/state-machine/uiControlsComputer.ts

@@ -112,10 +112,21 @@ function computeVoiceInteractionUIControls(
   // Note: ownership is used by some controls; keep computations local to those controls
 
   // Context flags (set by state machine actions)
-  const {consultInitiator, consultDestinationAgentJoined, consultCallHeld, consultFromConference} =
-    context;
+  const {
+    consultInitiator,
+    consultDestinationAgentJoined,
+    consultDestinationType,
+    consultCallHeld,
+    consultFromConference,
+  } = context;
   const {recordingControlsAvailable} = context;
 
+  // EP_DN consults are "ready" as soon as the consult is created (EP accepts routing immediately).
+  // Backend sends destinationType as 'EP-DN'; SDK method uses 'entryPoint' — check both.
+  const isEpDnConsult =
+    consultDestinationType === 'entryPoint' || consultDestinationType === ('EP-DN' as any);
+  const isConsultDestinationReady = consultDestinationAgentJoined || isEpDnConsult;
+
   const stateImpliesHeld = state === TaskState.HELD || state === TaskState.RESUME_INITIATING;
   const stateImpliesConnected =
     state === TaskState.CONNECTED || state === TaskState.HOLD_INITIATING;
@@ -217,7 +228,9 @@ function computeVoiceInteractionUIControls(
     // End: varies by state; during consulting only on main leg (consult held)
     end: (() => {
       if (!config.isEndTaskEnabled) return DISABLED;
-      if (hasParallelConsultLeg) return VISIBLE_DISABLED;
+      if (hasParallelConsultLeg) {
+        return isConnected && isEpDnConsult ? VISIBLE_ENABLED : VISIBLE_DISABLED;
+      }
 
       if (isConsulting) {
         if (currentLeg === 'consult' && consultCallHeld) return DISABLED;
@@ -248,7 +261,7 @@ function computeVoiceInteractionUIControls(
         if (!consultInitiator) return DISABLED;
         if (consultLegOnHold) return VISIBLE_DISABLED;
 
-        return consultDestinationAgentJoined ? VISIBLE_ENABLED : VISIBLE_DISABLED;
+        return isConsultDestinationReady ? VISIBLE_ENABLED : VISIBLE_DISABLED;
       }
       if (!hasFullControls || inConference) return DISABLED;
       if (state === TaskState.CONNECTED || state === TaskState.HELD) return VISIBLE_ENABLED;
@@ -316,7 +329,7 @@ function computeVoiceInteractionUIControls(
       if (!consultInitiator) return DISABLED;
       if (consultLegOnHold) return VISIBLE_DISABLED;
 
-      return consultDestinationAgentJoined && !maxParticipants ? VISIBLE_ENABLED : VISIBLE_DISABLED;
+      return isConsultDestinationReady && !maxParticipants ? VISIBLE_ENABLED : VISIBLE_DISABLED;
     })(),
 
     // Wrapup: wrapping up state
@@ -337,7 +350,7 @@ function computeVoiceInteractionUIControls(
       if (!inConference || !isConsulting) return DISABLED;
       if (!consultInitiator || isConsulted) return DISABLED;
 
-      return consultDestinationAgentJoined ? VISIBLE_ENABLED : VISIBLE_DISABLED;
+      return isConsultDestinationReady ? VISIBLE_ENABLED : VISIBLE_DISABLED;
     })(),
 
     // MergeToConference: mirrors conference control, enabled on both legs
@@ -345,7 +358,7 @@ function computeVoiceInteractionUIControls(
       if (!isConsulting || !consultInitiator) return DISABLED;
       if (consultLegOnHold) return VISIBLE_DISABLED;
 
-      return consultDestinationAgentJoined && !maxParticipants ? VISIBLE_ENABLED : VISIBLE_DISABLED;
+      return isConsultDestinationReady && !maxParticipants ? VISIBLE_ENABLED : VISIBLE_DISABLED;
     })(),
 
     // Switch: visible only on the currently active leg
@@ -353,11 +366,11 @@ function computeVoiceInteractionUIControls(
       if (currentLeg === 'consult') {
         if (!isConsulting || !consultInitiator || consultCallHeld) return DISABLED;
 
-        return consultDestinationAgentJoined ? VISIBLE_ENABLED : VISIBLE_DISABLED;
+        return isConsultDestinationReady ? VISIBLE_ENABLED : VISIBLE_DISABLED;
       }
 
       if (hasParallelConsultLeg && state === TaskState.CONNECTED) {
-        return consultDestinationAgentJoined ? VISIBLE_ENABLED : VISIBLE_DISABLED;
+        return isConsultDestinationReady ? VISIBLE_ENABLED : VISIBLE_DISABLED;
       }
 
       return DISABLED;