npm - @webex/contact-center - Versions diffs - 3.12.0-task-refactor.4 → 3.12.0-task-refactor.5 - Mend

@webex/contact-center 3.12.0-task-refactor.4 → 3.12.0-task-refactor.5

This diff represents the content of publicly available package versions that have been released to one of the supported registries. The information contained in this diff is provided for informational purposes only and reflects changes between package versions as they appear in their respective public registries.

Files changed (22) hide show

package/dist/services/task/TaskManager.js CHANGED Viewed

@@ -291,6 +291,7 @@ class TaskManager extends _events.default {
       case _types2.CC_EVENTS.AGENT_OUTBOUND_FAILED:
         return {
           type: _stateMachine.TaskEvent.OUTBOUND_FAILED,
+          taskData: payload,
           reason: payload.reason
         };
       case _types2.CC_EVENTS.CONTACT_RECORDING_STARTED:

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

	@@ -1 +1 @@
1	- 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EventEmitter from 'events';\nimport {ICall, LINE_EVENTS} from '@webex/calling';\nimport {WebSocketManager} from '../core/websocket/WebSocketManager';\nimport routingContact from './contact';\nimport WebCallingService from '../WebCallingService';\nimport {\n MEDIA_CHANNEL,\n TASK_EVENTS,\n TaskData,\n TaskId,\n ITask,\n WebSocketPayload,\n WebSocketMessage,\n TaskEventActions,\n EventContext,\n} from './types';\nimport {TASK_MANAGER_FILE} from '../../constants';\nimport {METHODS, TRANSCRIPT_EVENT_MAP} from './constants';\nimport {CC_EVENTS, WrapupData} from '../config/types';\nimport {ConfigFlags, LoginOption, AIAssistantEventType, AIAssistantEventName} from '../../types';\nimport LoggerProxy from '../../logger-proxy';\nimport {getIsConferenceInProgress, isSecondaryEpDnAgent, shouldAutoAnswerTask} from './TaskUtils';\nimport TaskFactory from './TaskFactory';\nimport WebRTC from './voice/WebRTC';\nimport {TaskEvent, type TaskEventPayload} from './state-machine';\nimport {normalizeTaskData} from './taskDataNormalizer';\nimport {ApiAIAssistant} from '../ApiAiAssistant';\n\nconst CC_EVENT_SET = new Set<CC_EVENTS>(Object.values(CC_EVENTS) as CC_EVENTS[]);\n\nconst isCcEvent = (value: string): value is CC_EVENTS => CC_EVENT_SET.has(value as CC_EVENTS);\n\n/** @internal /\nexport default class TaskManager extends EventEmitter {\n private call: ICall;\n private contact: ReturnType<typeof routingContact>;\n /\n Collection of tasks indexed by TaskId\n * @type {Record<TaskId, ITask>}\n * @private\n /\n private taskCollection: Record<TaskId, ITask>;\n private webCallingService: WebCallingService;\n private webSocketManager: WebSocketManager;\n private rtdWebSocketManager: WebSocketManager;\n // eslint-disable-next-line no-use-before-define\n private static taskManager: TaskManager;\n private configFlags?: ConfigFlags;\n private wrapupData: WrapupData;\n private agentId: string;\n private webRtcEnabled: boolean;\n private apiAIAssistant?: ApiAIAssistant;\n /\n @param contact - Routing Contact layer. Talks to AQMReq layer to convert events to promises\n * @param webCallingService - Webrtc Service Layer\n * @param webSocketManager - Websocket Manager to maintain websocket connection and keepalives\n /\n constructor(\n apiAIAssistant: ApiAIAssistant,\n contact: ReturnType<typeof routingContact>,\n webCallingService: WebCallingService,\n webSocketManager: WebSocketManager,\n rtdWebSocketManager: WebSocketManager\n ) {\n super();\n this.apiAIAssistant = apiAIAssistant;\n this.contact = contact;\n this.webCallingService = webCallingService;\n this.webSocketManager = webSocketManager;\n this.rtdWebSocketManager = rtdWebSocketManager;\n this.taskCollection = {};\n this.webRtcEnabled = false;\n\n this.registerTaskListeners();\n this.registerIncomingCallEvent();\n }\n\n public handleRealtimeWebsocketEvent(event: string) {\n try {\n const payload = JSON.parse(event);\n\n const interactionId = payload?.data?.data?.conversationId;\n if (!interactionId) return;\n\n const task = this.taskCollection[interactionId];\n if (!task) {\n LoggerProxy.info(`Realtime transcription task not found`, {\n module: TASK_MANAGER_FILE,\n method: METHODS.HANDLE_REAL_TIME_WEBSOCKET_EVENT,\n interactionId,\n });\n\n return;\n }\n\n task.emit(payload.type, payload.data);\n } catch (error) {\n LoggerProxy.error('Failed to parse RTD WebSocket message', {\n module: TASK_MANAGER_FILE,\n method: METHODS.HANDLE_REAL_TIME_WEBSOCKET_EVENT,\n error,\n });\n }\n }\n\n /\n Set config flags for task creation\n /\n public setConfigFlags(configFlags: ConfigFlags) {\n this.configFlags = configFlags;\n }\n\n /\n Set wrapup configuration data\n /\n public setWrapupData(wrapupData: WrapupData) {\n this.wrapupData = wrapupData;\n }\n\n /\n Set agent ID for task operations\n /\n public setAgentId(agentId: string) {\n this.agentId = agentId;\n }\n\n /\n Gets the current agent ID\n * @returns {string} The agent ID set for this task manager instance\n * @public\n /\n public getAgentId(): string {\n return this.agentId;\n }\n\n public setWebRtcEnabled(webRtcEnabled: boolean) {\n this.webRtcEnabled = webRtcEnabled;\n }\n\n private handleIncomingWebCall = (call: ICall) => {\n const currentTask = Object.values(this.taskCollection).find(\n (t) => t.data.interaction.mediaType === MEDIA_CHANNEL.TELEPHONY\n );\n\n if (currentTask) {\n this.webCallingService.mapCallToTask(call.getCallId(), currentTask.data.interactionId);\n LoggerProxy.log(`Call mapped to task`, {\n module: TASK_MANAGER_FILE,\n method: METHODS.HANDLE_INCOMING_WEB_CALL,\n interactionId: currentTask.data.interactionId,\n });\n\n // Send TASK_INCOMING to state machine - it will emit on the task object\n const eventPayload = TaskManager.mapEventToTaskStateMachineEvent(\n CC_EVENTS.AGENT_CONTACT_RESERVED,\n currentTask.data\n );\n if (eventPayload && currentTask) {\n currentTask.sendStateMachineEvent(eventPayload);\n }\n }\n this.call = call;\n };\n\n public registerIncomingCallEvent() {\n this.webCallingService.on(LINE_EVENTS.INCOMING_CALL, this.handleIncomingWebCall);\n }\n\n public unregisterIncomingCallEvent() {\n this.webCallingService.off(LINE_EVENTS.INCOMING_CALL, this.handleIncomingWebCall);\n }\n\n /\n Map WebSocket CC_EVENTS to state machine TaskEvent\n * @param ccEvent - The CC_EVENT type from WebSocket\n * @param payload - The event payload\n * @param agentId - Optional agent ID for state detection (needed for HYDRATE)\n * @returns TaskEventPayload for state machine or null if no mapping\n /\n private static mapEventToTaskStateMachineEvent(\n ccEvent: CC_EVENTS,\n payload: WebSocketPayload,\n agentId?: string\n ): TaskEventPayload \| null {\n const mediaResourceId =\n payload.mediaResourceId \|\|\n payload.interaction?.media?.[payload.interactionId]?.mediaResourceId;\n\n switch (ccEvent) {\n // CC -> TaskEvent mappings (see TaskStateMachine comment for quick reference)\n case CC_EVENTS.AGENT_CONTACT_RESERVED: // AgentContactReserved -> TASK_INCOMING\n return {type: TaskEvent.TASK_INCOMING, taskData: payload};\n\n case CC_EVENTS.AGENT_OFFER_CONTACT: // AgentOfferContact -> TASK_OFFERED\n return {type: TaskEvent.TASK_OFFERED, taskData: payload};\n\n case CC_EVENTS.AGENT_CONTACT: // AgentContact -> HYDRATE\n // Include agentId for state detection (e.g., checking isWrapUp in participant data)\n return {type: TaskEvent.HYDRATE, taskData: payload, agentId};\n\n case CC_EVENTS.CONTACT_UPDATED:\n return {type: TaskEvent.CONTACT_UPDATED, taskData: payload};\n case CC_EVENTS.CONTACT_OWNER_CHANGED:\n return {type: TaskEvent.CONTACT_OWNER_CHANGED, taskData: payload};\n\n case CC_EVENTS.AGENT_OFFER_CONSULT: // AgentOfferConsult -> OFFER_CONSULT\n return {\n type: TaskEvent.OFFER_CONSULT,\n taskData: {...payload, isConsulted: true},\n };\n\n case CC_EVENTS.AGENT_CONTACT_ASSIGNED: // AgentContactAssigned -> ASSIGN\n return {type: TaskEvent.ASSIGN, taskData: payload};\n\n case CC_EVENTS.AGENT_CONTACT_HELD:\n return {\n type: TaskEvent.HOLD_SUCCESS,\n mediaResourceId: mediaResourceId \|\| '',\n taskData: payload,\n };\n\n case CC_EVENTS.AGENT_CONTACT_UNHELD:\n return {\n type: TaskEvent.UNHOLD_SUCCESS,\n mediaResourceId: mediaResourceId \|\| '',\n taskData: payload,\n };\n\n case CC_EVENTS.AGENT_CONSULT_CREATED:\n return {\n type: TaskEvent.CONSULT_CREATED,\n taskData: {...payload, isConsulted: false},\n };\n\n case CC_EVENTS.AGENT_CONSULTING: // AgentConsulting -> CONSULTING_ACTIVE\n // use context to figure out if it's the initiator or receiver using consultInitiator from context\n return {\n type: TaskEvent.CONSULTING_ACTIVE,\n consultDestinationAgentJoined: true,\n taskData: payload,\n };\n\n case CC_EVENTS.AGENT_CONSULT_ENDED: // AgentConsultEnded -> CONSULT_END\n return {type: TaskEvent.CONSULT_END, taskData: payload};\n\n case CC_EVENTS.AGENT_CONSULT_FAILED:\n case CC_EVENTS.AGENT_CTQ_FAILED:\n return {type: TaskEvent.CONSULT_FAILED, reason: payload.reason, taskData: payload};\n\n case CC_EVENTS.AGENT_CTQ_CANCELLED:\n return {type: TaskEvent.CTQ_CANCEL, taskData: payload};\n\n case CC_EVENTS.AGENT_CTQ_CANCEL_FAILED:\n return {type: TaskEvent.CTQ_CANCEL_FAILED, taskData: payload};\n\n case CC_EVENTS.AGENT_BLIND_TRANSFERRED: // AgentBlindTransferred -> TRANSFER_SUCCESS\n case CC_EVENTS.AGENT_CONSULT_TRANSFERRED: // AgentConsultTransferred -> TRANSFER_SUCCESS\n case CC_EVENTS.AGENT_VTEAM_TRANSFERRED: // AgentVTeamTransferred -> TRANSFER_SUCCESS\n return {\n type: TaskEvent.TRANSFER_SUCCESS,\n taskData: payload,\n };\n\n case CC_EVENTS.AGENT_WRAPUP:\n return {type: TaskEvent.TASK_WRAPUP, taskData: {...payload, wrapUpRequired: true}};\n case CC_EVENTS.AGENT_CONTACT_UNASSIGNED:\n return null; // Add WRAPUP if needed\n\n case CC_EVENTS.AGENT_BLIND_TRANSFER_FAILED:\n case CC_EVENTS.AGENT_VTEAM_TRANSFER_FAILED:\n case CC_EVENTS.AGENT_CONSULT_TRANSFER_FAILED:\n case CC_EVENTS.AGENT_CONFERENCE_TRANSFER_FAILED:\n return {type: TaskEvent.TRANSFER_FAILED, taskData: payload};\n\n case CC_EVENTS.CONTACT_ENDED:\n return {\n type: TaskEvent.CONTACT_ENDED,\n taskData: {\n ...payload,\n wrapUpRequired: payload.interaction?.state !== 'new',\n },\n };\n\n case CC_EVENTS.AGENT_INVITE_FAILED:\n return {type: TaskEvent.INVITE_FAILED, reason: payload.reason};\n\n case CC_EVENTS.AGENT_CONTACT_ASSIGN_FAILED:\n return {type: TaskEvent.ASSIGN_FAILED, reason: payload.reason};\n\n case CC_EVENTS.AGENT_CONTACT_OFFER_RONA:\n return {type: TaskEvent.RONA, taskData: payload, reason: payload.reason};\n\n case CC_EVENTS.AGENT_OUTBOUND_FAILED:\n return {type: TaskEvent.OUTBOUND_FAILED, reason: payload.reason};\n\n case CC_EVENTS.CONTACT_RECORDING_STARTED:\n return {type: TaskEvent.RECORDING_STARTED, taskData: payload};\n\n case CC_EVENTS.CONTACT_RECORDING_PAUSED:\n return {type: TaskEvent.PAUSE_RECORDING, taskData: payload};\n\n case CC_EVENTS.CONTACT_RECORDING_RESUMED:\n return {type: TaskEvent.RESUME_RECORDING, taskData: payload};\n\n case CC_EVENTS.AGENT_WRAPPEDUP:\n return {type: TaskEvent.WRAPUP_COMPLETE, taskData: payload};\n\n // Conference events - these trigger state machine transition to CONFERENCING\n case CC_EVENTS.AGENT_CONSULT_CONFERENCED:\n case CC_EVENTS.AGENT_CONSULT_CONFERENCING:\n case CC_EVENTS.PARTICIPANT_JOINED_CONFERENCE:\n return {type: TaskEvent.CONFERENCE_START, taskData: payload};\n\n case CC_EVENTS.AGENT_CONSULT_CONFERENCE_FAILED:\n return {type: TaskEvent.CONFERENCE_FAILED, reason: payload.reason, taskData: payload};\n\n case CC_EVENTS.AGENT_CONSULT_CONFERENCE_ENDED:\n return {type: TaskEvent.CONFERENCE_END, taskData: payload};\n\n case CC_EVENTS.PARTICIPANT_LEFT_CONFERENCE:\n return {\n type: TaskEvent.PARTICIPANT_LEAVE,\n taskData: payload,\n participantId: payload?.participantId,\n };\n\n case CC_EVENTS.AGENT_CONFERENCE_TRANSFERRED:\n return {type: TaskEvent.TRANSFER_CONFERENCE_SUCCESS, taskData: payload};\n\n default:\n // Not all events need state machine mapping\n return null;\n }\n }\n\n /\n Register WebSocket message listeners for task events\n \n Main entry point that orchestrates event processing through a clear pipeline:\n * 1. Parse and validate incoming WebSocket messages\n * 2. Prepare event context with task and state machine mappings\n * 3. Handle task lifecycle (creation, updates, collection management)\n * 4. Send events to state machine (task-level transitions/emissions)\n * 5. Cleanup is triggered via task events emitted by the state machine\n \n This architecture separates concerns:\n * - TaskManager: Manages task collection lifecycle and operational concerns\n * - State Machine: Manages individual task state and event emissions\n /\n private registerTaskListeners() {\n this.webSocketManager.on('message', (event) => {\n // Step 1: Parse and validate the message\n const message = TaskManager.parseWebSocketMessage(event);\n if (!message) return;\n\n // Step 2: Prepare event context\n const eventContext = this.prepareEventContext(message);\n if (!eventContext) return;\n\n const actions = this.handleTaskLifecycleEvent(eventContext);\n\n const {task} = actions;\n if (!task) return;\n\n const {payload, stateMachineEvent} = eventContext;\n\n // Always keep task.data updated (even for mapped events) so consumers relying\n // on TaskManager-managed task instances see the latest payload.\n if (payload) {\n this.updateTaskData(task, payload);\n }\n\n // Send event to state machine - this will trigger all TASK_EVENTS emissions\n // including TASK_INCOMING which is now handled via the state machine callbacks\n if (stateMachineEvent) {\n task.sendStateMachineEvent(stateMachineEvent);\n }\n\n // Emit TASK_POST_CALL_ACTIVITY for ParticipantPostCallActivity events so\n // consumers (Widgets) can detect the interaction state change to post_call.\n if (eventContext.eventType === CC_EVENTS.PARTICIPANT_POST_CALL_ACTIVITY) {\n task.emit(TASK_EVENTS.TASK_POST_CALL_ACTIVITY, task);\n }\n\n // Send transcript start/stop events for relevant CC events\n this.requestRealTimeTranscripts(eventContext.eventType, payload.interactionId);\n });\n }\n\n /\n Parse and validate WebSocket message\n * @returns Parsed message or null if invalid/keepalive\n /\n private static parseWebSocketMessage(event: string): WebSocketMessage \| null {\n try {\n const payload = JSON.parse(event) as WebSocketMessage;\n\n // Filter out keepalive messages\n if (payload?.keepalive === 'true' \|\| payload?.keepalive === true) {\n return null;\n }\n\n // Normalize task data if present\n if (payload?.data?.interaction) {\n payload.data = normalizeTaskData(payload.data);\n }\n\n return payload;\n } catch (error) {\n LoggerProxy.error('Failed to parse WebSocket message', {\n module: TASK_MANAGER_FILE,\n method: 'parseWebSocketMessage',\n error,\n });\n\n return null;\n }\n }\n\n /\n Prepare context for event processing\n * @returns Event context or null if event type is invalid\n /\n private prepareEventContext(message: WebSocketMessage): EventContext \| null {\n const eventType = message.data?.type \|\| message.type;\n\n if (!eventType \|\| !isCcEvent(eventType)) {\n return null;\n }\n\n const interactionId = message.data.interactionId;\n const task = this.taskCollection[interactionId];\n\n const wasConsultedTask = Boolean(task?.data?.isConsulted);\n const computeWrapUpRequired = () => {\n if (message.data.wrapUpRequired !== undefined) {\n return message.data.wrapUpRequired;\n }\n if (message.data.isConsulted !== undefined) {\n return !message.data.isConsulted;\n }\n\n return !wasConsultedTask;\n };\n\n const adjustedPayload =\n eventType === CC_EVENTS.AGENT_CONSULT_TRANSFERRED \|\|\n eventType === CC_EVENTS.AGENT_BLIND_TRANSFERRED \|\|\n eventType === CC_EVENTS.AGENT_VTEAM_TRANSFERRED\n ? {\n ...message.data,\n wrapUpRequired: computeWrapUpRequired(),\n }\n : message.data;\n\n const stateMachineEvent = TaskManager.mapEventToTaskStateMachineEvent(\n eventType,\n adjustedPayload,\n this.agentId\n );\n\n LoggerProxy.info(`Handling task event ${eventType}`, {\n module: TASK_MANAGER_FILE,\n method: 'prepareEventContext',\n interactionId,\n });\n\n return {\n eventType,\n payload: adjustedPayload,\n task,\n stateMachineEvent,\n };\n }\n\n /\n Handle task lifecycle events and determine required actions\n \n Delegates to specific event handlers based on event type. Each handler\n * is responsible for TaskManager-level concerns:\n * - Task creation and collection management\n * - Metrics tracking\n * - Resource cleanup decisions\n \n Note: Task-level state transitions and event emissions are handled by\n * the task state machine via sendStateMachineEvent()\n /\n private handleTaskLifecycleEvent(context: EventContext): TaskEventActions {\n const {eventType} = context;\n\n switch (eventType) {\n case CC_EVENTS.AGENT_CONTACT_RESERVED:\n return this.handleContactReserved(context);\n\n case CC_EVENTS.AGENT_CONTACT:\n return this.handleAgentContact(context);\n\n case CC_EVENTS.CONTACT_MERGED:\n return this.handleContactMergedEvent(context);\n\n default:\n return {task: context.task};\n }\n }\n\n /\n Handle AGENT_CONTACT_RESERVED event\n * Creates a new task; state machine event is sent during processing\n /\n private handleContactReserved(context: EventContext): TaskEventActions {\n const {payload} = context;\n const isConsultedTask =\n payload.isConsulted === true \|\| isSecondaryEpDnAgent(payload.interaction);\n const shouldAutoAnswer = shouldAutoAnswerTask(\n payload,\n this.agentId,\n this.webCallingService.loginOption,\n this.webRtcEnabled\n );\n\n const taskData: TaskData = {\n ...payload,\n isConsulted: isConsultedTask,\n isAutoAnswering: shouldAutoAnswer,\n };\n\n const task = TaskFactory.createTask(\n this.contact,\n this.webCallingService,\n taskData,\n this.configFlags,\n this.wrapupData,\n this.agentId\n );\n\n this.setupTaskListeners(task);\n this.taskCollection[payload.interactionId] = task;\n\n return {task};\n }\n\n /\n Handle AGENT_CONTACT event\n * Re-creates task if missing (multi-session scenario)\n /\n private handleAgentContact(context: EventContext): TaskEventActions {\n let {task} = context;\n const {payload} = context;\n\n if (!task) {\n const isConsultedTask =\n payload.isConsulted === true \|\| isSecondaryEpDnAgent(payload.interaction);\n const shouldAutoAnswer = shouldAutoAnswerTask(\n payload,\n this.agentId,\n this.webCallingService.loginOption,\n this.webRtcEnabled\n );\n const taskData: TaskData = {\n ...payload,\n isConsulted: isConsultedTask,\n wrapUpRequired: payload.interaction?.participants?.[this.agentId]?.isWrapUp \|\| false,\n isConferenceInProgress: getIsConferenceInProgress(payload),\n isAutoAnswering: shouldAutoAnswer,\n };\n\n task = TaskFactory.createTask(\n this.contact,\n this.webCallingService,\n taskData,\n this.configFlags,\n this.wrapupData,\n this.agentId\n );\n this.setupTaskListeners(task);\n this.taskCollection[payload.interactionId] = task;\n }\n\n return {task};\n }\n\n private updateTaskData(task: ITask, taskData: TaskData): ITask {\n if (!task) {\n throw new Error('Task not found for update');\n }\n\n const snapshot = task.stateMachineService?.getSnapshot?.();\n const isConsultingFlow =\n snapshot?.value === 'CONSULTING' \|\| taskData.interaction?.state === 'consulting';\n\n const updateTaskData = isConsultingFlow\n ? {\n ...taskData,\n destAgentId: taskData.destAgentId ?? snapshot?.context?.consultDestinationAgentId ?? null,\n destinationType:\n taskData.destinationType ?? snapshot?.context?.consultDestinationType ?? null,\n }\n : taskData;\n\n task.updateTaskData(updateTaskData);\n this.taskCollection[taskData.interactionId] = task;\n\n return task;\n }\n\n /\n Setup listeners for task events that need to be bubbled up to TaskManager\n * This replaces the previous callback injection pattern\n /\n private setupTaskListeners(task: ITask): void {\n // Listen for TASK_INCOMING and re-emit so webex.cc can notify consumers\n task.on(TASK_EVENTS.TASK_INCOMING, (t: ITask) => {\n LoggerProxy.log(`Task incoming event received`, {\n module: TASK_MANAGER_FILE,\n method: METHODS.REGISTER_TASK_LISTENERS,\n interactionId: t.data?.interactionId,\n });\n\n this.emit(TASK_EVENTS.TASK_INCOMING, t);\n });\n\n // Listen for TASK_HYDRATE on the task and re-emit on TaskManager\n task.on(TASK_EVENTS.TASK_HYDRATE, (t: ITask) => {\n // Task data is already updated by the task itself before emitting\n this.emit(TASK_EVENTS.TASK_HYDRATE, t);\n });\n\n // Listen for internal cleanup signal emitted by the state machine\n task.on(TASK_EVENTS.TASK_CLEANUP, (t: ITask, options?: {removeFromCollection?: boolean}) => {\n this.handleTaskCleanup(t);\n if (options?.removeFromCollection) {\n const interactionId = t?.data?.interactionId;\n if (interactionId && this.taskCollection[interactionId]) {\n this.removeTaskFromCollection(t);\n }\n }\n });\n }\n\n private removeTaskFromCollection(task: ITask) {\n if (typeof task.cancelAutoWrapupTimer === 'function') {\n task.cancelAutoWrapupTimer();\n }\n if (task?.data?.interactionId) {\n delete this.taskCollection[task.data.interactionId];\n LoggerProxy.info(`Task removed from collection`, {\n module: TASK_MANAGER_FILE,\n method: METHODS.REMOVE_TASK_FROM_COLLECTION,\n interactionId: task.data.interactionId,\n });\n }\n }\n\n /\n Handles CONTACT_MERGED event logic\n * @param task - The task to process\n * @param taskData - The task data from the event payload\n * @returns Updated or newly created task\n * @private\n /\n private handleContactMergedEvent(context: EventContext): TaskEventActions {\n const {payload} = context;\n let task = context.task;\n\n if (payload.childInteractionId && this.taskCollection[payload.childInteractionId]) {\n this.removeTaskFromCollection(this.taskCollection[payload.childInteractionId]);\n }\n\n if (task) {\n LoggerProxy.log(`Got CONTACT_MERGED: Task already exists in collection`, {\n module: TASK_MANAGER_FILE,\n method: METHODS.REGISTER_TASK_LISTENERS,\n interactionId: payload.interactionId,\n });\n // update the task data\n this.updateTaskData(task, payload);\n } else {\n // Case2 : Task is not present in taskCollection\n LoggerProxy.log(`Got CONTACT_MERGED : Creating new task in taskManager`, {\n module: TASK_MANAGER_FILE,\n method: METHODS.REGISTER_TASK_LISTENERS,\n interactionId: payload.interactionId,\n });\n\n const taskData: TaskData = {\n ...payload,\n wrapUpRequired: payload.interaction?.participants?.[this.agentId]?.isWrapUp \|\| false,\n isConferenceInProgress: getIsConferenceInProgress(payload),\n isConsulted: false,\n };\n\n task = TaskFactory.createTask(\n this.contact,\n this.webCallingService,\n taskData,\n this.configFlags,\n this.wrapupData,\n this.agentId\n );\n this.taskCollection[payload.interactionId] = task;\n\n // Transition the new task out of IDLE immediately so UI controls are\n // computed before TASK_MERGED is emitted. This handles the race where\n // AgentContactAssigned arrives before ContactMerged and gets dropped.\n // Send HYDRATE before setupTaskListeners so the emitTaskHydrate action\n // doesn't bubble up to the Widget (avoids duplicate listener registration).\n task.sendStateMachineEvent({\n type: TaskEvent.HYDRATE,\n taskData,\n agentId: this.agentId,\n } as TaskEventPayload);\n\n this.setupTaskListeners(task);\n }\n\n if (task) {\n this.emit(TASK_EVENTS.TASK_MERGED, task);\n }\n\n return {task};\n }\n\n /\n Handles cleanup of task resources including Desktop/WebRTC call cleanup and task removal\n * @param task - The task to clean up\n * @private\n /\n private handleTaskCleanup(task: ITask) {\n if (\n this.webCallingService.loginOption === LoginOption.BROWSER &&\n task.data.interaction.mediaType === MEDIA_CHANNEL.TELEPHONY &&\n task instanceof WebRTC\n ) {\n task.unregisterWebCallListeners();\n this.webCallingService.cleanUpCall();\n }\n\n const isOutdial = task.data.interaction.outboundType === 'OUTDIAL';\n const isNew = task.data.interaction.state === 'new';\n const needsWrapUp = task.data.agentsPendingWrapUp?.length > 0;\n\n // For OUTDIAL: only remove if NOT terminated (user-declined, no wrap-up follows)\n // If terminated, keep task for wrap-up flow (CONTACT_ENDED → AGENT_WRAPUP)\n // For non-OUTDIAL: remove if state is 'new'\n // Always remove if secondary EpDn agent\n if ((isNew && !(isOutdial && needsWrapUp)) \|\| isSecondaryEpDnAgent(task.data.interaction)) {\n this.removeTaskFromCollection(task);\n }\n }\n\n /\n Sends transcript start/stop event based on the CC event type.\n * Fire-and-forget; errors are logged but do not interrupt event processing.\n */\n private requestRealTimeTranscripts(eventType: string, interactionId: string): void {\n const action = TRANSCRIPT_EVENT_MAP[eventType];\n if (!action \|\| !this.apiAIAssistant) return;\n if (this.configFlags?.aiFeature?.realtimeTranscripts?.enable === false) return;\n\n this.apiAIAssistant\n .sendEvent(\n this.agentId,\n interactionId,\n AIAssistantEventType.CUSTOM_EVENT,\n AIAssistantEventName.GET_TRANSCRIPTS,\n action\n )\n .catch((error) => {\n LoggerProxy.error(`Failed to send transcript ${action} event`, {\n module: TASK_MANAGER_FILE,\n method: METHODS.REQUEST_REAL_TIME_TRANSCRIPTS,\n interactionId,\n error,\n });\n });\n }\n\n public getTask(taskId: TaskId): ITask {\n return this.taskCollection[taskId];\n }\n\n public getAllTasks(): Record<TaskId, ITask> {\n return {...this.taskCollection};\n }\n\n public static getTaskManager(\n apiAIAssistant: ApiAIAssistant,\n contact: ReturnType<typeof routingContact>,\n webCallingService: WebCallingService,\n webSocketManager: WebSocketManager,\n rtdWebSocketManager?: WebSocketManager\n ): TaskManager {\n if (!TaskManager.taskManager) {\n TaskManager.taskManager = new TaskManager(\n apiAIAssistant,\n contact,\n webCallingService,\n webSocketManager,\n rtdWebSocketManager\n );\n }\n\n return 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EventEmitter from 'events';\nimport {ICall, LINE_EVENTS} from '@webex/calling';\nimport {WebSocketManager} from '../core/websocket/WebSocketManager';\nimport routingContact from './contact';\nimport WebCallingService from '../WebCallingService';\nimport {\n MEDIA_CHANNEL,\n TASK_EVENTS,\n TaskData,\n TaskId,\n ITask,\n WebSocketPayload,\n WebSocketMessage,\n TaskEventActions,\n EventContext,\n} from './types';\nimport {TASK_MANAGER_FILE} from '../../constants';\nimport {METHODS, TRANSCRIPT_EVENT_MAP} from './constants';\nimport {CC_EVENTS, WrapupData} from '../config/types';\nimport {ConfigFlags, LoginOption, AIAssistantEventType, AIAssistantEventName} from '../../types';\nimport LoggerProxy from '../../logger-proxy';\nimport {getIsConferenceInProgress, isSecondaryEpDnAgent, shouldAutoAnswerTask} from './TaskUtils';\nimport TaskFactory from './TaskFactory';\nimport WebRTC from './voice/WebRTC';\nimport {TaskEvent, type TaskEventPayload} from './state-machine';\nimport {normalizeTaskData} from './taskDataNormalizer';\nimport {ApiAIAssistant} from '../ApiAiAssistant';\n\nconst CC_EVENT_SET = new Set<CC_EVENTS>(Object.values(CC_EVENTS) as CC_EVENTS[]);\n\nconst isCcEvent = (value: string): value is CC_EVENTS => CC_EVENT_SET.has(value as CC_EVENTS);\n\n/** @internal /\nexport default class TaskManager extends EventEmitter {\n private call: ICall;\n private contact: ReturnType<typeof routingContact>;\n /\n Collection of tasks indexed by TaskId\n * @type {Record<TaskId, ITask>}\n * @private\n /\n private taskCollection: Record<TaskId, ITask>;\n private webCallingService: WebCallingService;\n private webSocketManager: WebSocketManager;\n private rtdWebSocketManager: WebSocketManager;\n // eslint-disable-next-line no-use-before-define\n private static taskManager: TaskManager;\n private configFlags?: ConfigFlags;\n private wrapupData: WrapupData;\n private agentId: string;\n private webRtcEnabled: boolean;\n private apiAIAssistant?: ApiAIAssistant;\n /\n @param contact - Routing Contact layer. Talks to AQMReq layer to convert events to promises\n * @param webCallingService - Webrtc Service Layer\n * @param webSocketManager - Websocket Manager to maintain websocket connection and keepalives\n /\n constructor(\n apiAIAssistant: ApiAIAssistant,\n contact: ReturnType<typeof routingContact>,\n webCallingService: WebCallingService,\n webSocketManager: WebSocketManager,\n rtdWebSocketManager: WebSocketManager\n ) {\n super();\n this.apiAIAssistant = apiAIAssistant;\n this.contact = contact;\n this.webCallingService = webCallingService;\n this.webSocketManager = webSocketManager;\n this.rtdWebSocketManager = rtdWebSocketManager;\n this.taskCollection = {};\n this.webRtcEnabled = false;\n\n this.registerTaskListeners();\n this.registerIncomingCallEvent();\n }\n\n public handleRealtimeWebsocketEvent(event: string) {\n try {\n const payload = JSON.parse(event);\n\n const interactionId = payload?.data?.data?.conversationId;\n if (!interactionId) return;\n\n const task = this.taskCollection[interactionId];\n if (!task) {\n LoggerProxy.info(`Realtime transcription task not found`, {\n module: TASK_MANAGER_FILE,\n method: METHODS.HANDLE_REAL_TIME_WEBSOCKET_EVENT,\n interactionId,\n });\n\n return;\n }\n\n task.emit(payload.type, payload.data);\n } catch (error) {\n LoggerProxy.error('Failed to parse RTD WebSocket message', {\n module: TASK_MANAGER_FILE,\n method: METHODS.HANDLE_REAL_TIME_WEBSOCKET_EVENT,\n error,\n });\n }\n }\n\n /\n Set config flags for task creation\n /\n public setConfigFlags(configFlags: ConfigFlags) {\n this.configFlags = configFlags;\n }\n\n /\n Set wrapup configuration data\n /\n public setWrapupData(wrapupData: WrapupData) {\n this.wrapupData = wrapupData;\n }\n\n /\n Set agent ID for task operations\n /\n public setAgentId(agentId: string) {\n this.agentId = agentId;\n }\n\n /\n Gets the current agent ID\n * @returns {string} The agent ID set for this task manager instance\n * @public\n /\n public getAgentId(): string {\n return this.agentId;\n }\n\n public setWebRtcEnabled(webRtcEnabled: boolean) {\n this.webRtcEnabled = webRtcEnabled;\n }\n\n private handleIncomingWebCall = (call: ICall) => {\n const currentTask = Object.values(this.taskCollection).find(\n (t) => t.data.interaction.mediaType === MEDIA_CHANNEL.TELEPHONY\n );\n\n if (currentTask) {\n this.webCallingService.mapCallToTask(call.getCallId(), currentTask.data.interactionId);\n LoggerProxy.log(`Call mapped to task`, {\n module: TASK_MANAGER_FILE,\n method: METHODS.HANDLE_INCOMING_WEB_CALL,\n interactionId: currentTask.data.interactionId,\n });\n\n // Send TASK_INCOMING to state machine - it will emit on the task object\n const eventPayload = TaskManager.mapEventToTaskStateMachineEvent(\n CC_EVENTS.AGENT_CONTACT_RESERVED,\n currentTask.data\n );\n if (eventPayload && currentTask) {\n currentTask.sendStateMachineEvent(eventPayload);\n }\n }\n this.call = call;\n };\n\n public registerIncomingCallEvent() {\n this.webCallingService.on(LINE_EVENTS.INCOMING_CALL, this.handleIncomingWebCall);\n }\n\n public unregisterIncomingCallEvent() {\n this.webCallingService.off(LINE_EVENTS.INCOMING_CALL, this.handleIncomingWebCall);\n }\n\n /\n Map WebSocket CC_EVENTS to state machine TaskEvent\n * @param ccEvent - The CC_EVENT type from WebSocket\n * @param payload - The event payload\n * @param agentId - Optional agent ID for state detection (needed for HYDRATE)\n * @returns TaskEventPayload for state machine or null if no mapping\n /\n private static mapEventToTaskStateMachineEvent(\n ccEvent: CC_EVENTS,\n payload: WebSocketPayload,\n agentId?: string\n ): TaskEventPayload \| null {\n const mediaResourceId =\n payload.mediaResourceId \|\|\n payload.interaction?.media?.[payload.interactionId]?.mediaResourceId;\n\n switch (ccEvent) {\n // CC -> TaskEvent mappings (see TaskStateMachine comment for quick reference)\n case CC_EVENTS.AGENT_CONTACT_RESERVED: // AgentContactReserved -> TASK_INCOMING\n return {type: TaskEvent.TASK_INCOMING, taskData: payload};\n\n case CC_EVENTS.AGENT_OFFER_CONTACT: // AgentOfferContact -> TASK_OFFERED\n return {type: TaskEvent.TASK_OFFERED, taskData: payload};\n\n case CC_EVENTS.AGENT_CONTACT: // AgentContact -> HYDRATE\n // Include agentId for state detection (e.g., checking isWrapUp in participant data)\n return {type: TaskEvent.HYDRATE, taskData: payload, agentId};\n\n case CC_EVENTS.CONTACT_UPDATED:\n return {type: TaskEvent.CONTACT_UPDATED, taskData: payload};\n case CC_EVENTS.CONTACT_OWNER_CHANGED:\n return {type: TaskEvent.CONTACT_OWNER_CHANGED, taskData: payload};\n\n case CC_EVENTS.AGENT_OFFER_CONSULT: // AgentOfferConsult -> OFFER_CONSULT\n return {\n type: TaskEvent.OFFER_CONSULT,\n taskData: {...payload, isConsulted: true},\n };\n\n case CC_EVENTS.AGENT_CONTACT_ASSIGNED: // AgentContactAssigned -> ASSIGN\n return {type: TaskEvent.ASSIGN, taskData: payload};\n\n case CC_EVENTS.AGENT_CONTACT_HELD:\n return {\n type: TaskEvent.HOLD_SUCCESS,\n mediaResourceId: mediaResourceId \|\| '',\n taskData: payload,\n };\n\n case CC_EVENTS.AGENT_CONTACT_UNHELD:\n return {\n type: TaskEvent.UNHOLD_SUCCESS,\n mediaResourceId: mediaResourceId \|\| '',\n taskData: payload,\n };\n\n case CC_EVENTS.AGENT_CONSULT_CREATED:\n return {\n type: TaskEvent.CONSULT_CREATED,\n taskData: {...payload, isConsulted: false},\n };\n\n case CC_EVENTS.AGENT_CONSULTING: // AgentConsulting -> CONSULTING_ACTIVE\n // use context to figure out if it's the initiator or receiver using consultInitiator from context\n return {\n type: TaskEvent.CONSULTING_ACTIVE,\n consultDestinationAgentJoined: true,\n taskData: payload,\n };\n\n case CC_EVENTS.AGENT_CONSULT_ENDED: // AgentConsultEnded -> CONSULT_END\n return {type: TaskEvent.CONSULT_END, taskData: payload};\n\n case CC_EVENTS.AGENT_CONSULT_FAILED:\n case CC_EVENTS.AGENT_CTQ_FAILED:\n return {type: TaskEvent.CONSULT_FAILED, reason: payload.reason, taskData: payload};\n\n case CC_EVENTS.AGENT_CTQ_CANCELLED:\n return {type: TaskEvent.CTQ_CANCEL, taskData: payload};\n\n case CC_EVENTS.AGENT_CTQ_CANCEL_FAILED:\n return {type: TaskEvent.CTQ_CANCEL_FAILED, taskData: payload};\n\n case CC_EVENTS.AGENT_BLIND_TRANSFERRED: // AgentBlindTransferred -> TRANSFER_SUCCESS\n case CC_EVENTS.AGENT_CONSULT_TRANSFERRED: // AgentConsultTransferred -> TRANSFER_SUCCESS\n case CC_EVENTS.AGENT_VTEAM_TRANSFERRED: // AgentVTeamTransferred -> TRANSFER_SUCCESS\n return {\n type: TaskEvent.TRANSFER_SUCCESS,\n taskData: payload,\n };\n\n case CC_EVENTS.AGENT_WRAPUP:\n return {type: TaskEvent.TASK_WRAPUP, taskData: {...payload, wrapUpRequired: true}};\n case CC_EVENTS.AGENT_CONTACT_UNASSIGNED:\n return null; // Add WRAPUP if needed\n\n case CC_EVENTS.AGENT_BLIND_TRANSFER_FAILED:\n case CC_EVENTS.AGENT_VTEAM_TRANSFER_FAILED:\n case CC_EVENTS.AGENT_CONSULT_TRANSFER_FAILED:\n case CC_EVENTS.AGENT_CONFERENCE_TRANSFER_FAILED:\n return {type: TaskEvent.TRANSFER_FAILED, taskData: payload};\n\n case CC_EVENTS.CONTACT_ENDED:\n return {\n type: TaskEvent.CONTACT_ENDED,\n taskData: {\n ...payload,\n wrapUpRequired: payload.interaction?.state !== 'new',\n },\n };\n\n case CC_EVENTS.AGENT_INVITE_FAILED:\n return {type: TaskEvent.INVITE_FAILED, reason: payload.reason};\n\n case CC_EVENTS.AGENT_CONTACT_ASSIGN_FAILED:\n return {type: TaskEvent.ASSIGN_FAILED, reason: payload.reason};\n\n case CC_EVENTS.AGENT_CONTACT_OFFER_RONA:\n return {type: TaskEvent.RONA, taskData: payload, reason: payload.reason};\n\n case CC_EVENTS.AGENT_OUTBOUND_FAILED:\n return {type: TaskEvent.OUTBOUND_FAILED, taskData: payload, reason: payload.reason};\n\n case CC_EVENTS.CONTACT_RECORDING_STARTED:\n return {type: TaskEvent.RECORDING_STARTED, taskData: payload};\n\n case CC_EVENTS.CONTACT_RECORDING_PAUSED:\n return {type: TaskEvent.PAUSE_RECORDING, taskData: payload};\n\n case CC_EVENTS.CONTACT_RECORDING_RESUMED:\n return {type: TaskEvent.RESUME_RECORDING, taskData: payload};\n\n case CC_EVENTS.AGENT_WRAPPEDUP:\n return {type: TaskEvent.WRAPUP_COMPLETE, taskData: payload};\n\n // Conference events - these trigger state machine transition to CONFERENCING\n case CC_EVENTS.AGENT_CONSULT_CONFERENCED:\n case CC_EVENTS.AGENT_CONSULT_CONFERENCING:\n case CC_EVENTS.PARTICIPANT_JOINED_CONFERENCE:\n return {type: TaskEvent.CONFERENCE_START, taskData: payload};\n\n case CC_EVENTS.AGENT_CONSULT_CONFERENCE_FAILED:\n return {type: TaskEvent.CONFERENCE_FAILED, reason: payload.reason, taskData: payload};\n\n case CC_EVENTS.AGENT_CONSULT_CONFERENCE_ENDED:\n return {type: TaskEvent.CONFERENCE_END, taskData: payload};\n\n case CC_EVENTS.PARTICIPANT_LEFT_CONFERENCE:\n return {\n type: TaskEvent.PARTICIPANT_LEAVE,\n taskData: payload,\n participantId: payload?.participantId,\n };\n\n case CC_EVENTS.AGENT_CONFERENCE_TRANSFERRED:\n return {type: TaskEvent.TRANSFER_CONFERENCE_SUCCESS, taskData: payload};\n\n default:\n // Not all events need state machine mapping\n return null;\n }\n }\n\n /\n Register WebSocket message listeners for task events\n \n Main entry point that orchestrates event processing through a clear pipeline:\n * 1. Parse and validate incoming WebSocket messages\n * 2. Prepare event context with task and state machine mappings\n * 3. Handle task lifecycle (creation, updates, collection management)\n * 4. Send events to state machine (task-level transitions/emissions)\n * 5. Cleanup is triggered via task events emitted by the state machine\n \n This architecture separates concerns:\n * - TaskManager: Manages task collection lifecycle and operational concerns\n * - State Machine: Manages individual task state and event emissions\n /\n private registerTaskListeners() {\n this.webSocketManager.on('message', (event) => {\n // Step 1: Parse and validate the message\n const message = TaskManager.parseWebSocketMessage(event);\n if (!message) return;\n\n // Step 2: Prepare event context\n const eventContext = this.prepareEventContext(message);\n if (!eventContext) return;\n\n const actions = this.handleTaskLifecycleEvent(eventContext);\n\n const {task} = actions;\n if (!task) return;\n\n const {payload, stateMachineEvent} = eventContext;\n\n // Always keep task.data updated (even for mapped events) so consumers relying\n // on TaskManager-managed task instances see the latest payload.\n if (payload) {\n this.updateTaskData(task, payload);\n }\n\n // Send event to state machine - this will trigger all TASK_EVENTS emissions\n // including TASK_INCOMING which is now handled via the state machine callbacks\n if (stateMachineEvent) {\n task.sendStateMachineEvent(stateMachineEvent);\n }\n\n // Emit TASK_POST_CALL_ACTIVITY for ParticipantPostCallActivity events so\n // consumers (Widgets) can detect the interaction state change to post_call.\n if (eventContext.eventType === CC_EVENTS.PARTICIPANT_POST_CALL_ACTIVITY) {\n task.emit(TASK_EVENTS.TASK_POST_CALL_ACTIVITY, task);\n }\n\n // Send transcript start/stop events for relevant CC events\n this.requestRealTimeTranscripts(eventContext.eventType, payload.interactionId);\n });\n }\n\n /\n Parse and validate WebSocket message\n * @returns Parsed message or null if invalid/keepalive\n /\n private static parseWebSocketMessage(event: string): WebSocketMessage \| null {\n try {\n const payload = JSON.parse(event) as WebSocketMessage;\n\n // Filter out keepalive messages\n if (payload?.keepalive === 'true' \|\| payload?.keepalive === true) {\n return null;\n }\n\n // Normalize task data if present\n if (payload?.data?.interaction) {\n payload.data = normalizeTaskData(payload.data);\n }\n\n return payload;\n } catch (error) {\n LoggerProxy.error('Failed to parse WebSocket message', {\n module: TASK_MANAGER_FILE,\n method: 'parseWebSocketMessage',\n error,\n });\n\n return null;\n }\n }\n\n /\n Prepare context for event processing\n * @returns Event context or null if event type is invalid\n /\n private prepareEventContext(message: WebSocketMessage): EventContext \| null {\n const eventType = message.data?.type \|\| message.type;\n\n if (!eventType \|\| !isCcEvent(eventType)) {\n return null;\n }\n\n const interactionId = message.data.interactionId;\n const task = this.taskCollection[interactionId];\n\n const wasConsultedTask = Boolean(task?.data?.isConsulted);\n const computeWrapUpRequired = () => {\n if (message.data.wrapUpRequired !== undefined) {\n return message.data.wrapUpRequired;\n }\n if (message.data.isConsulted !== undefined) {\n return !message.data.isConsulted;\n }\n\n return !wasConsultedTask;\n };\n\n const adjustedPayload =\n eventType === CC_EVENTS.AGENT_CONSULT_TRANSFERRED \|\|\n eventType === CC_EVENTS.AGENT_BLIND_TRANSFERRED \|\|\n eventType === CC_EVENTS.AGENT_VTEAM_TRANSFERRED\n ? {\n ...message.data,\n wrapUpRequired: computeWrapUpRequired(),\n }\n : message.data;\n\n const stateMachineEvent = TaskManager.mapEventToTaskStateMachineEvent(\n eventType,\n adjustedPayload,\n this.agentId\n );\n\n LoggerProxy.info(`Handling task event ${eventType}`, {\n module: TASK_MANAGER_FILE,\n method: 'prepareEventContext',\n interactionId,\n });\n\n return {\n eventType,\n payload: adjustedPayload,\n task,\n stateMachineEvent,\n };\n }\n\n /\n Handle task lifecycle events and determine required actions\n \n Delegates to specific event handlers based on event type. Each handler\n * is responsible for TaskManager-level concerns:\n * - Task creation and collection management\n * - Metrics tracking\n * - Resource cleanup decisions\n \n Note: Task-level state transitions and event emissions are handled by\n * the task state machine via sendStateMachineEvent()\n /\n private handleTaskLifecycleEvent(context: EventContext): TaskEventActions {\n const {eventType} = context;\n\n switch (eventType) {\n case CC_EVENTS.AGENT_CONTACT_RESERVED:\n return this.handleContactReserved(context);\n\n case CC_EVENTS.AGENT_CONTACT:\n return this.handleAgentContact(context);\n\n case CC_EVENTS.CONTACT_MERGED:\n return this.handleContactMergedEvent(context);\n\n default:\n return {task: context.task};\n }\n }\n\n /\n Handle AGENT_CONTACT_RESERVED event\n * Creates a new task; state machine event is sent during processing\n /\n private handleContactReserved(context: EventContext): TaskEventActions {\n const {payload} = context;\n const isConsultedTask =\n payload.isConsulted === true \|\| isSecondaryEpDnAgent(payload.interaction);\n const shouldAutoAnswer = shouldAutoAnswerTask(\n payload,\n this.agentId,\n this.webCallingService.loginOption,\n this.webRtcEnabled\n );\n\n const taskData: TaskData = {\n ...payload,\n isConsulted: isConsultedTask,\n isAutoAnswering: shouldAutoAnswer,\n };\n\n const task = TaskFactory.createTask(\n this.contact,\n this.webCallingService,\n taskData,\n this.configFlags,\n this.wrapupData,\n this.agentId\n );\n\n this.setupTaskListeners(task);\n this.taskCollection[payload.interactionId] = task;\n\n return {task};\n }\n\n /\n Handle AGENT_CONTACT event\n * Re-creates task if missing (multi-session scenario)\n /\n private handleAgentContact(context: EventContext): TaskEventActions {\n let {task} = context;\n const {payload} = context;\n\n if (!task) {\n const isConsultedTask =\n payload.isConsulted === true \|\| isSecondaryEpDnAgent(payload.interaction);\n const shouldAutoAnswer = shouldAutoAnswerTask(\n payload,\n this.agentId,\n this.webCallingService.loginOption,\n this.webRtcEnabled\n );\n const taskData: TaskData = {\n ...payload,\n isConsulted: isConsultedTask,\n wrapUpRequired: payload.interaction?.participants?.[this.agentId]?.isWrapUp \|\| false,\n isConferenceInProgress: getIsConferenceInProgress(payload),\n isAutoAnswering: shouldAutoAnswer,\n };\n\n task = TaskFactory.createTask(\n this.contact,\n this.webCallingService,\n taskData,\n this.configFlags,\n this.wrapupData,\n this.agentId\n );\n this.setupTaskListeners(task);\n this.taskCollection[payload.interactionId] = task;\n }\n\n return {task};\n }\n\n private updateTaskData(task: ITask, taskData: TaskData): ITask {\n if (!task) {\n throw new Error('Task not found for update');\n }\n\n const snapshot = task.stateMachineService?.getSnapshot?.();\n const isConsultingFlow =\n snapshot?.value === 'CONSULTING' \|\| taskData.interaction?.state === 'consulting';\n\n const updateTaskData = isConsultingFlow\n ? {\n ...taskData,\n destAgentId: taskData.destAgentId ?? snapshot?.context?.consultDestinationAgentId ?? null,\n destinationType:\n taskData.destinationType ?? snapshot?.context?.consultDestinationType ?? null,\n }\n : taskData;\n\n task.updateTaskData(updateTaskData);\n this.taskCollection[taskData.interactionId] = task;\n\n return task;\n }\n\n /\n Setup listeners for task events that need to be bubbled up to TaskManager\n * This replaces the previous callback injection pattern\n /\n private setupTaskListeners(task: ITask): void {\n // Listen for TASK_INCOMING and re-emit so webex.cc can notify consumers\n task.on(TASK_EVENTS.TASK_INCOMING, (t: ITask) => {\n LoggerProxy.log(`Task incoming event received`, {\n module: TASK_MANAGER_FILE,\n method: METHODS.REGISTER_TASK_LISTENERS,\n interactionId: t.data?.interactionId,\n });\n\n this.emit(TASK_EVENTS.TASK_INCOMING, t);\n });\n\n // Listen for TASK_HYDRATE on the task and re-emit on TaskManager\n task.on(TASK_EVENTS.TASK_HYDRATE, (t: ITask) => {\n // Task data is already updated by the task itself before emitting\n this.emit(TASK_EVENTS.TASK_HYDRATE, t);\n });\n\n // Listen for internal cleanup signal emitted by the state machine\n task.on(TASK_EVENTS.TASK_CLEANUP, (t: ITask, options?: {removeFromCollection?: boolean}) => {\n this.handleTaskCleanup(t);\n if (options?.removeFromCollection) {\n const interactionId = t?.data?.interactionId;\n if (interactionId && this.taskCollection[interactionId]) {\n this.removeTaskFromCollection(t);\n }\n }\n });\n }\n\n private removeTaskFromCollection(task: ITask) {\n if (typeof task.cancelAutoWrapupTimer === 'function') {\n task.cancelAutoWrapupTimer();\n }\n if (task?.data?.interactionId) {\n delete this.taskCollection[task.data.interactionId];\n LoggerProxy.info(`Task removed from collection`, {\n module: TASK_MANAGER_FILE,\n method: METHODS.REMOVE_TASK_FROM_COLLECTION,\n interactionId: task.data.interactionId,\n });\n }\n }\n\n /\n Handles CONTACT_MERGED event logic\n * @param task - The task to process\n * @param taskData - The task data from the event payload\n * @returns Updated or newly created task\n * @private\n /\n private handleContactMergedEvent(context: EventContext): TaskEventActions {\n const {payload} = context;\n let task = context.task;\n\n if (payload.childInteractionId && this.taskCollection[payload.childInteractionId]) {\n this.removeTaskFromCollection(this.taskCollection[payload.childInteractionId]);\n }\n\n if (task) {\n LoggerProxy.log(`Got CONTACT_MERGED: Task already exists in collection`, {\n module: TASK_MANAGER_FILE,\n method: METHODS.REGISTER_TASK_LISTENERS,\n interactionId: payload.interactionId,\n });\n // update the task data\n this.updateTaskData(task, payload);\n } else {\n // Case2 : Task is not present in taskCollection\n LoggerProxy.log(`Got CONTACT_MERGED : Creating new task in taskManager`, {\n module: TASK_MANAGER_FILE,\n method: METHODS.REGISTER_TASK_LISTENERS,\n interactionId: payload.interactionId,\n });\n\n const taskData: TaskData = {\n ...payload,\n wrapUpRequired: payload.interaction?.participants?.[this.agentId]?.isWrapUp \|\| false,\n isConferenceInProgress: getIsConferenceInProgress(payload),\n isConsulted: false,\n };\n\n task = TaskFactory.createTask(\n this.contact,\n this.webCallingService,\n taskData,\n this.configFlags,\n this.wrapupData,\n this.agentId\n );\n this.taskCollection[payload.interactionId] = task;\n\n // Transition the new task out of IDLE immediately so UI controls are\n // computed before TASK_MERGED is emitted. This handles the race where\n // AgentContactAssigned arrives before ContactMerged and gets dropped.\n // Send HYDRATE before setupTaskListeners so the emitTaskHydrate action\n // doesn't bubble up to the Widget (avoids duplicate listener registration).\n task.sendStateMachineEvent({\n type: TaskEvent.HYDRATE,\n taskData,\n agentId: this.agentId,\n } as TaskEventPayload);\n\n this.setupTaskListeners(task);\n }\n\n if (task) {\n this.emit(TASK_EVENTS.TASK_MERGED, task);\n }\n\n return {task};\n }\n\n /\n Handles cleanup of task resources including Desktop/WebRTC call cleanup and task removal\n * @param task - The task to clean up\n * @private\n /\n private handleTaskCleanup(task: ITask) {\n if (\n this.webCallingService.loginOption === LoginOption.BROWSER &&\n task.data.interaction.mediaType === MEDIA_CHANNEL.TELEPHONY &&\n task instanceof WebRTC\n ) {\n task.unregisterWebCallListeners();\n this.webCallingService.cleanUpCall();\n }\n\n const isOutdial = task.data.interaction.outboundType === 'OUTDIAL';\n const isNew = task.data.interaction.state === 'new';\n const needsWrapUp = task.data.agentsPendingWrapUp?.length > 0;\n\n // For OUTDIAL: only remove if NOT terminated (user-declined, no wrap-up follows)\n // If terminated, keep task for wrap-up flow (CONTACT_ENDED → AGENT_WRAPUP)\n // For non-OUTDIAL: remove if state is 'new'\n // Always remove if secondary EpDn agent\n if ((isNew && !(isOutdial && needsWrapUp)) \|\| isSecondaryEpDnAgent(task.data.interaction)) {\n this.removeTaskFromCollection(task);\n }\n }\n\n /\n Sends transcript start/stop event based on the CC event type.\n * Fire-and-forget; errors are logged but do not interrupt event processing.\n */\n private requestRealTimeTranscripts(eventType: string, interactionId: string): void {\n const action = TRANSCRIPT_EVENT_MAP[eventType];\n if (!action \|\| !this.apiAIAssistant) return;\n if (this.configFlags?.aiFeature?.realtimeTranscripts?.enable === false) return;\n\n this.apiAIAssistant\n .sendEvent(\n this.agentId,\n interactionId,\n AIAssistantEventType.CUSTOM_EVENT,\n AIAssistantEventName.GET_TRANSCRIPTS,\n action\n )\n .catch((error) => {\n LoggerProxy.error(`Failed to send transcript ${action} event`, {\n module: TASK_MANAGER_FILE,\n method: METHODS.REQUEST_REAL_TIME_TRANSCRIPTS,\n interactionId,\n error,\n });\n });\n }\n\n public getTask(taskId: TaskId): ITask {\n return this.taskCollection[taskId];\n }\n\n public getAllTasks(): Record<TaskId, ITask> {\n return {...this.taskCollection};\n }\n\n public static getTaskManager(\n apiAIAssistant: ApiAIAssistant,\n contact: ReturnType<typeof routingContact>,\n webCallingService: WebCallingService,\n webSocketManager: WebSocketManager,\n rtdWebSocketManager?: WebSocketManager\n ): TaskManager {\n if (!TaskManager.taskManager) {\n TaskManager.taskManager = new TaskManager(\n apiAIAssistant,\n contact,\n webCallingService,\n webSocketManager,\n rtdWebSocketManager\n );\n }\n\n return TaskManager.taskManager;\n 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package/dist/services/task/state-machine/TaskStateMachine.js CHANGED Viewed

@@ -112,6 +112,11 @@ function getTaskStateMachineConfig(uiControlConfig) {
             target: _constants.TaskState.OFFERED,
             actions: ['initializeTask', 'emitTaskIncoming']
           },
+          // AgentOutboundFailed can arrive before TASK_INCOMING due to race conditions
+          [_constants.TaskEvent.OUTBOUND_FAILED]: {
+            target: _constants.TaskState.TERMINATED,
+            actions: ['updateTaskData', 'markEnded', 'emitTaskOutdialFailed', 'emitTaskEnd']
+          },
           // EP-DN split-leg ordering can deliver AgentConsulting before HYDRATE/TASK_INCOMING.
           // Do not drop it in IDLE; bootstrap to CONSULTING using event taskData.
           [_constants.TaskEvent.CONSULTING_ACTIVE]: {
@@ -165,7 +170,7 @@ function getTaskStateMachineConfig(uiControlConfig) {
             actions: ['updateTaskData', 'markEnded', 'emitTaskOutdialFailed', 'emitTaskWrapup']
           }, {
             target: _constants.TaskState.TERMINATED,
-            actions: ['updateTaskData', 'markEnded', 'emitTaskOutdialFailed', 'emitTaskReject']
+            actions: ['updateTaskData', 'markEnded', 'emitTaskOutdialFailed', 'emitTaskEnd']
           }],
           // AgentConsulting comes for received after the initial consult is accepted
           [_constants.TaskEvent.CONSULTING_ACTIVE]: [{

package/dist/services/task/state-machine/TaskStateMachine.js.map CHANGED Viewed

	@@ -1 +1 @@
1	- {"version":3,"names":["_xstate","require","_constants","_actions","_guards","_TaskUtils","taskStateMachineSetup","setup","actors","types","context","events","getTaskStateMachineConfig","uiControlConfig","id","initial","TaskState","IDLE","createInitialContext","on","TaskEvent","RECORDING_STARTED","actions","CONTACT_UPDATED","CONTACT_OWNER_CHANGED","HYDRATE","states","guard","guards","isInteractionTerminated","target","WRAPPING_UP","isInteractionConsulting","CONSULTING","isInteractionHeld","HELD","isInteractionConnected","CONNECTED","isConferencingByParticipants","CONFERENCING","TASK_INCOMING","OFFERED","CONSULTING_ACTIVE","TASK_OFFERED","ASSIGN","isConsultingAssignment","RONA","TERMINATED","TASK_WRAPUP","CONTACT_ENDED","ASSIGN_FAILED","INVITE_FAILED","OUTBOUND_FAILED","shouldWrapUp","OFFER_CONSULT","CONSULT_FAILED","CONSULT_END","HOLD_INITIATED","HOLD_INITIATING","HOLD_SUCCESS","CONSULT","CONSULT_INITIATING","TRANSFER_SUCCESS","shouldWrapUpOrIsInitiator","TRANSFER_FAILED","conferenceInProgressFromEvent","PAUSE_RECORDING","RESUME_RECORDING","HOLD_FAILED","UNHOLD_INITIATED","RESUME_INITIATING","UNHOLD_SUCCESS","UNHOLD_FAILED","CONSULT_SUCCESS","consultFromConference","isPrimaryMediaOnHold","CTQ_CANCEL","event","consultInitiator","consultCallHeld","taskData","getTaskDataFromEvent","cpd","interaction","callProcessingDetails","hasCustomerLeft","shouldWrapUpForThisAgent","SWITCH_TO_MAIN_CALL","SWITCH_TO_CONSULT","TRANSFER_CONFERENCE","TRANSFER_CONFERENCE_SUCCESS","transferConferenceRequested","TRANSFER_CONFERENCE_FAILED","MERGE_TO_CONFERENCE","CONF_INITIATING","CONFERENCE_START","CONFERENCE_FAILED","isTerminated","EXIT_CONFERENCE_SUCCESS","PARTICIPANT_LEAVE","params","didCurrentAgentLeaveConference","shouldDowngradeConferenceToConnected","CONFERENCE_END","exitingConference","mainCallId","mainInteractionId","interactionId","getIsCustomerInCall","entry","WRAPUP_COMPLETE","COMPLETED","type","createTaskStateMachine","options","createMachine","provide"],"sources":["TaskStateMachine.ts"],"sourcesContent":["/*\n Task State Machine Configuration\n \n This file defines the XState state machine configuration for contact center tasks.\n * It orchestrates state transitions, guards, and actions for task lifecycle management.\n \n GUARD FUNCTIONS: All guard logic is centralized in guards.ts for reusability and testing.\n * This file imports and uses those guards via the `guards` object.\n /\n\nimport {setup} from 'xstate';\nimport {TaskContext, TaskEventPayload, UIControlConfig, TaskActionsMap} from './types';\nimport {TaskState, TaskEvent} from './constants';\nimport {actions, createInitialContext} from './actions';\nimport {guards, shouldWrapUpForThisAgent, getTaskDataFromEvent} from './guards';\nimport {getIsCustomerInCall} from '../TaskUtils';\n\ntype TaskActionConfigMap = {[K in keyof typeof actions]: undefined};\n\nconst taskStateMachineSetup = setup<\n TaskContext,\n TaskEventPayload,\n Record<string, never>,\n Record<string, never>,\n TaskActionConfigMap\n>({\n actors: {},\n types: {\n context: {} as TaskContext,\n events: {} as TaskEventPayload,\n },\n});\n\n/\n Get task state machine configuration with UI control config\n * Defines all states, transitions, guards, and actions for task management\n \n @param uiControlConfig - UI control configuration\n * @returns State machine configuration object\n /\nexport function getTaskStateMachineConfig(uiControlConfig: UIControlConfig) {\n /\n Event mapping reference (CC WebSocket -> TaskEvent)\n \n AgentContactReserved -> TaskEvent.TASK_INCOMING\n * AgentOfferContact -> TaskEvent.TASK_OFFERED\n * AgentOfferConsult -> TaskEvent.OFFER_CONSULT\n * AgentConsulting -> TaskEvent.CONSULTING_ACTIVE\n * AgentConsultCreated -> TaskEvent.CONSULT_CREATED\n * AgentConsultTransferred -> TaskEvent.TRANSFER_SUCCESS\n * AgentContactAssigned -> TaskEvent.ASSIGN\n * AgentContactHeld -> TaskEvent.HOLD_SUCCESS\n * AgentContactUnheld -> TaskEvent.UNHOLD_SUCCESS\n * AgentConsultEnded -> TaskEvent.CONSULT_END\n * AgentContactEnded -> TaskEvent.CONTACT_ENDED\n * AgentWrapup -> TaskEvent.TASK_WRAPUP (wrapUpRequired)\n * AgentWrappedup -> TaskEvent.WRAPUP_COMPLETE\n \n (See TaskManager.mapEventToTaskStateMachineEvent for the full mapping table.)\n /\n return {\n id: 'taskStateMachine',\n initial: TaskState.IDLE,\n context: createInitialContext(uiControlConfig, TaskState.IDLE),\n on: {\n [TaskEvent.RECORDING_STARTED]: {\n actions: ['updateTaskData', 'emitTaskRecordingStarted'],\n },\n [TaskEvent.CONTACT_UPDATED]: {\n actions: ['updateTaskData', 'syncTaskDataFromEvent'],\n },\n [TaskEvent.CONTACT_OWNER_CHANGED]: {\n actions: ['updateTaskData', 'syncTaskDataFromEvent'],\n },\n // HYDRATE: Update task data from AgentContact event\n // Note: State restoration with transitions is handled in IDLE state.\n // This root-level handler is for when task is already in another state (just updates data).\n [TaskEvent.HYDRATE]: {\n actions: ['updateTaskData', 'emitTaskHydrate'],\n },\n },\n states: {\n [TaskState.IDLE]: {\n on: {\n // HYDRATE: Restore state machine to correct state based on hydrated task data\n // This handles page refresh/reconnection scenarios where task needs to be restored\n // IMPORTANT: This MUST be in IDLE state (not root) because root-level events cannot\n // transition to child states in XState\n [TaskEvent.HYDRATE]: [\n {\n guard: guards.isInteractionTerminated,\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'emitTaskHydrate'],\n },\n {\n guard: guards.isInteractionConsulting,\n target: TaskState.CONSULTING,\n actions: ['updateTaskData', 'emitTaskHydrate'],\n },\n {\n guard: guards.isInteractionHeld,\n target: TaskState.HELD,\n actions: ['updateTaskData', 'emitTaskHydrate'],\n },\n {\n guard: guards.isInteractionConnected,\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'emitTaskHydrate'],\n },\n {\n guard: guards.isConferencingByParticipants,\n target: TaskState.CONFERENCING,\n actions: ['updateTaskData', 'emitTaskHydrate'],\n },\n {\n // Default: just update data, stay in IDLE\n actions: ['updateTaskData', 'emitTaskHydrate'],\n },\n ],\n // AgentContactReserved (applicable for direct incoming/consult/transfer/outdial)\n [TaskEvent.TASK_INCOMING]: {\n target: TaskState.OFFERED,\n actions: ['initializeTask', 'emitTaskIncoming'],\n },\n\n // EP-DN split-leg ordering can deliver AgentConsulting before HYDRATE/TASK_INCOMING.\n // Do not drop it in IDLE; bootstrap to CONSULTING using event taskData.\n [TaskEvent.CONSULTING_ACTIVE]: {\n target: TaskState.CONSULTING,\n actions: [\n 'updateTaskData',\n 'setConsultInitiator',\n 'setConsultDestination',\n 'setConsultFromConference',\n 'setConsultAgentJoined',\n 'emitTaskConsultAccepted',\n 'emitTaskConsulting',\n ],\n },\n },\n },\n\n [TaskState.OFFERED]: {\n on: {\n // AgentContactOffer\n [TaskEvent.TASK_OFFERED]: {\n actions: ['updateTaskData', 'emitTaskOfferContact', 'requestAutoAnswer'],\n },\n // AgentContactAssigned\n [TaskEvent.ASSIGN]: [\n {\n guard: guards.isConsultingAssignment,\n target: TaskState.CONSULTING,\n actions: ['updateTaskData', 'emitTaskConsultAccepted', 'emitTaskConsulting'],\n },\n {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'emitTaskAssigned'],\n },\n ],\n // AgentOfferContactRONA\n [TaskEvent.RONA]: {\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'markEnded', 'emitTaskReject'],\n },\n [TaskEvent.TASK_WRAPUP]: {\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'markEnded', 'emitTaskEnd'],\n },\n [TaskEvent.CONTACT_ENDED]: {\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'markEnded', 'emitTaskEnd'],\n },\n // This needs to be handled for all assign failed scenarios (contact, buddy)\n // [AgentContactAssignFailed, AgentCtqFailed, AgentBlindTransferFailed,\n // AgentVTeamTransferFailed, AgentConsultTransferFailed]\n [TaskEvent.ASSIGN_FAILED]: {\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'markEnded', 'emitTaskReject'],\n },\n [TaskEvent.INVITE_FAILED]: {\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'markEnded', 'emitTaskReject'],\n },\n [TaskEvent.OUTBOUND_FAILED]: [\n {\n guard: guards.shouldWrapUp,\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'emitTaskOutdialFailed', 'emitTaskWrapup'],\n },\n {\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'markEnded', 'emitTaskOutdialFailed', 'emitTaskReject'],\n },\n ],\n // AgentConsulting comes for received after the initial consult is accepted\n [TaskEvent.CONSULTING_ACTIVE]: [\n {\n target: TaskState.CONSULTING,\n actions: [\n 'updateTaskData',\n 'setConsultAgentJoined',\n 'emitTaskConsultAccepted',\n 'emitTaskConsulting',\n ],\n },\n ],\n // agentOfferConsult happens only on the receiver side of consult\n [TaskEvent.OFFER_CONSULT]: {\n actions: ['updateTaskData', 'emitTaskOfferConsult', 'requestAutoAnswer'],\n },\n // AgentConsultFailed - when consulted agent (Agent 2) doesn't answer (RONA or decline)\n // Clears the incoming consult notification by transitioning to TERMINATED\n [TaskEvent.CONSULT_FAILED]: {\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'clearConsultState', 'emitTaskReject'],\n },\n // AgentConsultEnded - when consult initiator (Agent 1) ends the consult before\n // the consulted agent (Agent 2) accepts. Clears the incoming notification.\n [TaskEvent.CONSULT_END]: {\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'clearConsultState', 'emitTaskReject'],\n },\n },\n },\n\n [TaskState.CONNECTED]: {\n on: {\n // AgentConsulting may arrive while machine is CONNECTED (EP-DN/event ordering).\n // Derive consultInitiator from payload so controls are set correctly.\n [TaskEvent.CONSULTING_ACTIVE]: {\n target: TaskState.CONSULTING,\n actions: [\n 'updateTaskData',\n 'setConsultInitiator',\n 'setConsultDestination',\n 'setConsultAgentJoined',\n 'emitTaskConsultAccepted',\n 'emitTaskConsulting',\n ],\n },\n // AgentContactAssigned can be resent after consult transfers; keep context in sync\n [TaskEvent.ASSIGN]: {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'emitTaskAssigned'],\n },\n // Click of hold button\n [TaskEvent.HOLD_INITIATED]: {\n target: TaskState.HOLD_INITIATING,\n },\n // Remote hold from another login session (multi-login)\n [TaskEvent.HOLD_SUCCESS]: {\n target: TaskState.HELD,\n actions: ['updateTaskData', 'setHoldState', 'emitTaskHold'],\n },\n // Click of the consult button\n [TaskEvent.CONSULT]: {\n target: TaskState.CONSULT_INITIATING,\n actions: ['setConsultInitiator', 'setConsultDestination'],\n },\n // AgentConsultTransferred / AgentVTeamTransferred / AgentBlindTransferred\n [TaskEvent.TRANSFER_SUCCESS]: [\n {\n guard: guards.shouldWrapUpOrIsInitiator,\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'emitTaskWrapup'],\n },\n {\n // Receiver goes to connected as he receives transferSuccess event\n actions: ['updateTaskData', 'clearConsultState'],\n },\n ],\n [TaskEvent.TRANSFER_FAILED]: {\n actions: ['updateTaskData'],\n },\n // AgentContactEnded Event\n [TaskEvent.CONTACT_ENDED]: [\n {\n // Conference still active → CONFERENCING\n guard: guards.conferenceInProgressFromEvent,\n target: TaskState.CONFERENCING,\n actions: ['updateTaskData', 'emitTaskConferenceStarted', 'requestCleanup'],\n },\n {\n // Agent should wrap up → WRAPPING_UP\n guard: guards.shouldWrapUp,\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'emitTaskWrapup', 'requestCleanup'],\n },\n {\n // Consulted agent → TERMINATED\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'markEnded', 'emitTaskEnd'],\n },\n ],\n [TaskEvent.TASK_WRAPUP]: {\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'emitTaskWrapup'],\n },\n [TaskEvent.PAUSE_RECORDING]: {\n actions: ['updateTaskData', 'setRecordingState', 'emitTaskRecordingPaused'],\n },\n [TaskEvent.RESUME_RECORDING]: {\n actions: ['updateTaskData', 'setRecordingState', 'emitTaskRecordingResumed'],\n },\n },\n },\n\n [TaskState.HOLD_INITIATING]: {\n on: {\n // AgentContactHeld Event\n [TaskEvent.HOLD_SUCCESS]: {\n target: TaskState.HELD,\n actions: ['updateTaskData', 'setHoldState', 'emitTaskHold'],\n },\n // AgentContactHoldFailed Event\n [TaskEvent.HOLD_FAILED]: {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData'],\n },\n },\n },\n\n [TaskState.HELD]: {\n on: {\n // Click of the unhold button\n [TaskEvent.UNHOLD_INITIATED]: {\n target: TaskState.RESUME_INITIATING,\n },\n // Remote resume from another login session (multi-login)\n [TaskEvent.UNHOLD_SUCCESS]: {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'setHoldState', 'emitTaskResume'],\n },\n // Click of the consult button\n [TaskEvent.CONSULT]: {\n target: TaskState.CONSULT_INITIATING,\n actions: ['setConsultInitiator', 'setConsultDestination'],\n },\n // TODO: This may not be a valid transition, need to be removed\n // AgentConsultTransferred / AgentVTeamTransferred / AgentBlindTransferred\n [TaskEvent.TRANSFER_SUCCESS]: [\n {\n guard: guards.shouldWrapUpOrIsInitiator,\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'emitTaskWrapup'],\n },\n {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'clearConsultState'],\n },\n ],\n [TaskEvent.TRANSFER_FAILED]: {\n actions: ['updateTaskData'],\n },\n [TaskEvent.CONTACT_ENDED]: [\n {\n guard: guards.conferenceInProgressFromEvent,\n target: TaskState.CONFERENCING,\n actions: ['updateTaskData', 'emitTaskConferenceStarted', 'requestCleanup'],\n },\n {\n guard: guards.shouldWrapUp,\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'emitTaskWrapup', 'requestCleanup'],\n },\n {\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'markEnded', 'emitTaskEnd'],\n },\n ],\n // TODO: This may not be a valid transition, this needs to be checked as well\n [TaskEvent.TASK_WRAPUP]: {\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'emitTaskWrapup'],\n },\n },\n },\n\n [TaskState.RESUME_INITIATING]: {\n on: {\n [TaskEvent.UNHOLD_SUCCESS]: {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'setHoldState', 'emitTaskResume'],\n },\n [TaskEvent.UNHOLD_FAILED]: {\n target: TaskState.HELD,\n },\n },\n },\n\n [TaskState.CONSULT_INITIATING]: {\n on: {\n [TaskEvent.HOLD_SUCCESS]: {\n actions: ['updateTaskData'],\n },\n [TaskEvent.HOLD_FAILED]: {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'handleConsultFailed'],\n },\n // AgentConsulting\n // NOTE: Don't set consultDestinationAgentJoined here - wait for CONSULTING_ACTIVE\n [TaskEvent.CONSULT_SUCCESS]: {\n target: TaskState.CONSULTING,\n actions: ['updateTaskData', 'setConsultInitiator'],\n },\n // AgentConsultFailed, API Failures, AgentCtqFailed\n [TaskEvent.CONSULT_FAILED]: [\n {\n // Consult from conference → back to CONFERENCING\n guard: ({context}) => context.consultFromConference === true,\n target: TaskState.CONFERENCING,\n actions: ['updateTaskData', 'handleConsultFailed'],\n },\n {\n guard: guards.isPrimaryMediaOnHold,\n target: TaskState.HELD,\n actions: ['updateTaskData', 'handleConsultFailed'],\n },\n {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'handleConsultFailed'],\n },\n ],\n // AgentCtqCancelled Event\n [TaskEvent.CTQ_CANCEL]: [\n {\n guard: guards.isPrimaryMediaOnHold,\n target: TaskState.HELD,\n actions: ['updateTaskData', 'clearConsultState'],\n },\n {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'clearConsultState'],\n },\n ],\n },\n },\n\n [TaskState.CONSULTING]: {\n on: {\n // AgentConsulting updates consulted agent arrival\n [TaskEvent.CONSULTING_ACTIVE]: {\n actions: [\n 'updateTaskData',\n 'setConsultAgentJoined',\n 'setConsultDestination',\n 'emitTaskConsulting',\n ],\n },\n\n // AgentConsultEnded\n [TaskEvent.CONSULT_END]: [\n {\n // Initiator returning to conference (flag set OR backend still shows conference)\n guard: ({context, event}) =>\n context.consultInitiator === true &&\n (context.consultFromConference === true \|\|\n guards.conferenceInProgressFromEvent({context, event})),\n target: TaskState.CONFERENCING,\n actions: ['updateTaskData', 'clearConsultState', 'emitTaskConsultEnd'],\n },\n {\n // Initiator already switched back to the main/customer leg\n guard: ({context}) =>\n context.consultInitiator === true && context.consultCallHeld === true,\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'clearConsultState', 'emitTaskConsultEnd'],\n },\n {\n // Customer left during consult → WRAPPING_UP\n guard: ({context, event}) => {\n const taskData = getTaskDataFromEvent(event);\n const cpd = taskData?.interaction?.callProcessingDetails;\n if (cpd?.hasCustomerLeft !== 'true') return false;\n\n return shouldWrapUpForThisAgent(context, taskData);\n },\n target: TaskState.WRAPPING_UP,\n actions: [\n 'updateTaskData',\n 'markEnded',\n 'clearConsultState',\n 'emitTaskWrapup',\n 'requestCleanup',\n ],\n },\n {\n // Initiator (no conference) → HELD\n guard: ({context}) => context.consultInitiator === true,\n target: TaskState.HELD,\n actions: ['updateTaskData', 'clearConsultState', 'emitTaskConsultEnd'],\n },\n {\n // Consulted agent → TERMINATED\n target: TaskState.TERMINATED,\n actions: ['updateTaskData'],\n },\n ],\n\n // Switch between consult and main call (UI-driven toggle)\n [TaskEvent.SWITCH_TO_MAIN_CALL]: {\n actions: ['handleSwitchToMainCall', 'emitTaskSwitchCall'],\n },\n [TaskEvent.SWITCH_TO_CONSULT]: {\n actions: ['handleSwitchToConsult', 'emitTaskSwitchCall'],\n },\n [TaskEvent.HOLD_SUCCESS]: {\n actions: ['updateTaskData', 'setHoldState', 'emitTaskHold'],\n },\n [TaskEvent.UNHOLD_SUCCESS]: {\n actions: ['updateTaskData', 'setHoldState', 'emitTaskResume'],\n },\n\n [TaskEvent.TRANSFER_SUCCESS]: [\n {\n guard: guards.shouldWrapUpOrIsInitiator,\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'emitTaskWrapup'],\n },\n {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'clearConsultState'],\n },\n ],\n [TaskEvent.TRANSFER_FAILED]: {\n actions: ['updateTaskData'],\n },\n [TaskEvent.TRANSFER_CONFERENCE]: {\n // Track that this agent initiated the conference transfer so we can\n // apply the correct lifecycle transition when success arrives.\n actions: ['setTransferConferenceRequested', 'emitTaskTransferConference'],\n },\n [TaskEvent.TRANSFER_CONFERENCE_SUCCESS]: [\n {\n guard: ({context}) => context.transferConferenceRequested !== true,\n actions: [\n 'updateTaskData',\n 'handleTransferConferenceSuccess',\n 'clearTransferConferenceRequested',\n ],\n },\n {\n guard: guards.shouldWrapUp,\n target: TaskState.WRAPPING_UP,\n actions: [\n 'updateTaskData',\n 'markEnded',\n 'clearConsultState',\n 'handleTransferConferenceSuccess',\n 'clearTransferConferenceRequested',\n 'emitTaskWrapup',\n ],\n },\n {\n // Non-initiator (consulted agent) stays in CONFERENCING\n guard: ({context}) => !context.consultInitiator,\n target: TaskState.CONFERENCING,\n actions: [\n 'updateTaskData',\n 'clearConsultState',\n 'handleTransferConferenceSuccess',\n 'clearTransferConferenceRequested',\n ],\n },\n {\n target: TaskState.TERMINATED,\n actions: [\n 'updateTaskData',\n 'markEnded',\n 'clearConsultState',\n 'handleTransferConferenceSuccess',\n 'clearTransferConferenceRequested',\n 'emitTaskEnd',\n ],\n },\n ],\n [TaskEvent.TRANSFER_CONFERENCE_FAILED]: {\n actions: ['clearTransferConferenceRequested', 'emitTaskTransferConferenceFailed'],\n },\n\n // AgentContactAssigned - receiver side becomes connected to customer\n [TaskEvent.ASSIGN]: {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'emitTaskAssigned'],\n },\n // AgentContactEnded\n [TaskEvent.CONTACT_ENDED]: {\n target: TaskState.WRAPPING_UP,\n actions: [\n 'updateTaskData',\n 'markEnded',\n 'clearConsultState',\n 'emitTaskWrapup',\n 'requestCleanup',\n ],\n },\n [TaskEvent.TASK_WRAPUP]: {\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'emitTaskWrapup'],\n },\n [TaskEvent.MERGE_TO_CONFERENCE]: {\n target: TaskState.CONF_INITIATING,\n },\n // AgentConsultConferenced, ParticipantJoinedConference\n [TaskEvent.CONFERENCE_START]: {\n target: TaskState.CONFERENCING,\n actions: [\n 'updateTaskData',\n 'syncTaskDataFromEvent',\n 'handleConferenceStarted',\n 'clearConsultState',\n ],\n },\n },\n },\n\n [TaskState.CONF_INITIATING]: {\n on: {\n // AgentConsultConferenced, AgentConsultConferencing, ParticipantJoinedConference\n [TaskEvent.CONFERENCE_START]: {\n target: TaskState.CONFERENCING,\n actions: [\n 'updateTaskData',\n 'syncTaskDataFromEvent',\n 'handleConferenceStarted',\n 'clearConsultState',\n ],\n },\n // AgentConsultConferenceFailed\n [TaskEvent.CONFERENCE_FAILED]: {\n target: TaskState.CONSULTING,\n actions: ['handleConferenceFailed', 'emitTaskConferenceFailed'],\n },\n // AgentConsultEnded while conference is initiating (end call before conference completes)\n [TaskEvent.CONSULT_END]: [\n {\n guard: ({event}) => {\n const taskData = getTaskDataFromEvent(event);\n\n return taskData?.interaction?.isTerminated === true;\n },\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'emitTaskWrapup'],\n },\n {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'clearConsultState'],\n },\n ],\n },\n },\n\n [TaskState.CONFERENCING]: {\n on: {\n [TaskEvent.CONFERENCE_START]: {\n actions: [\n 'updateTaskData',\n 'syncTaskDataFromEvent',\n 'clearConsultState',\n 'emitTaskConferenceStarted',\n ],\n },\n [TaskEvent.EXIT_CONFERENCE_SUCCESS]: [\n {\n guard: guards.shouldWrapUp,\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'emitTaskWrapup'],\n },\n {\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'emitTaskEnd'],\n },\n ],\n\n // Needed as all agents in conference get this event, hence we need to clear the consult state\n [TaskEvent.CONSULT_END]: [\n {\n guard: ({context, event}) => {\n const taskData = getTaskDataFromEvent(event);\n\n return (\n taskData?.interaction?.isTerminated === true &&\n shouldWrapUpForThisAgent(context, taskData)\n );\n },\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'emitTaskWrapup'],\n },\n {\n actions: ['updateTaskData', 'clearConsultState'],\n },\n ],\n\n [TaskEvent.HOLD_SUCCESS]: {\n actions: ['updateTaskData', 'setHoldState', 'emitTaskHold'],\n },\n [TaskEvent.UNHOLD_SUCCESS]: {\n actions: ['updateTaskData', 'syncTaskDataFromEvent', 'setHoldState', 'emitTaskResume'],\n },\n\n // Start a new consult from within an active conference\n [TaskEvent.CONSULT]: {\n target: TaskState.CONSULT_INITIATING,\n actions: ['setConsultInitiator', 'setConsultDestination', 'setConsultFromConference'],\n },\n\n // Participant leaves - handle conference downgrade scenarios\n [TaskEvent.PARTICIPANT_LEAVE]: [\n {\n // Only the leaving agent should wrap up → WRAPPING_UP\n guard: (params) =>\n guards.didCurrentAgentLeaveConference(params) && guards.shouldWrapUp(params),\n target: TaskState.WRAPPING_UP,\n actions: [\n 'updateTaskData',\n 'handleParticipantLeft',\n 'markEnded',\n 'clearConsultState',\n 'emitTaskParticipantLeft',\n 'emitTaskWrapup',\n ],\n },\n {\n // Only the leaving agent (no wrapup) → TERMINATED\n guard: guards.didCurrentAgentLeaveConference,\n target: TaskState.TERMINATED,\n actions: [\n 'updateTaskData',\n 'handleParticipantLeft',\n 'markEnded',\n 'clearConsultState',\n 'emitTaskParticipantLeft',\n 'emitTaskEnd',\n ],\n },\n {\n // Conference downgraded, customer present → CONNECTED\n guard: (params) =>\n !guards.didCurrentAgentLeaveConference(params) &&\n guards.shouldDowngradeConferenceToConnected(params),\n target: TaskState.CONNECTED,\n actions: [\n 'updateTaskData',\n 'handleParticipantLeft',\n 'clearConsultState',\n 'emitTaskParticipantLeft',\n 'emitTaskConferenceEnded',\n ],\n },\n {actions: ['updateTaskData', 'handleParticipantLeft', 'emitTaskParticipantLeft']},\n ],\n\n [TaskEvent.TRANSFER_CONFERENCE]: {\n actions: ['setTransferConferenceRequested', 'emitTaskTransferConference'],\n },\n [TaskEvent.TRANSFER_CONFERENCE_SUCCESS]: [\n {\n // Not initiated by this agent → just refresh backend state.\n guard: ({context}) => context.transferConferenceRequested !== true,\n actions: [\n 'updateTaskData',\n 'handleTransferConferenceSuccess',\n 'clearTransferConferenceRequested',\n ],\n },\n ],\n [TaskEvent.TRANSFER_CONFERENCE_FAILED]: {\n actions: ['clearTransferConferenceRequested', 'emitTaskTransferConferenceFailed'],\n },\n\n // Conference ends explicitly\n [TaskEvent.CONFERENCE_END]: [\n {\n // Agent who should wrap up → WRAPPING_UP\n guard: guards.shouldWrapUp,\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'emitTaskWrapup'],\n },\n {\n // Customer still in call → CONNECTED\n guard: ({context, event}) => {\n if (context.exitingConference === true) return false;\n const taskData = (event as any)?.taskData ?? context.taskData;\n if (!taskData?.interaction) return false;\n const mainCallId = taskData.interaction.mainInteractionId \|\| taskData.interactionId;\n if (!mainCallId) return false;\n\n return getIsCustomerInCall(taskData.interaction, mainCallId);\n },\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'clearConsultState', 'emitTaskConferenceEnded'],\n },\n {\n // Otherwise → TERMINATED\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'emitTaskEnd'],\n },\n ],\n\n // CONTACT_ENDED in conference\n [TaskEvent.CONTACT_ENDED]: [\n {\n // Conference still active → stay\n actions: ['updateTaskData', 'requestCleanup'],\n },\n ],\n },\n },\n\n [TaskState.WRAPPING_UP]: {\n // Only emit wrapup event on entry - task:end should only be emitted when COMPLETED\n entry: ['emitTaskWrapup'],\n on: {\n // AgentWrappedup Event\n [TaskEvent.WRAPUP_COMPLETE]: {\n target: TaskState.COMPLETED,\n actions: ['updateTaskData'],\n },\n },\n },\n\n [TaskState.COMPLETED]: {\n type: 'final' as const,\n entry: ['emitTaskWrappedup', 'cleanupResources'],\n },\n\n [TaskState.TERMINATED]: {\n type: 'final' as const,\n entry: ['cleanupResources'],\n },\n },\n };\n}\n\n/\n Create a task state machine instance using only the built-in actions.\n * The resulting machine is ready for most consumers that rely on the default\n * context mutators declared in actions.ts.\n \n @param uiControlConfig - UI control configuration\n * @returns StateMachine instance for task management\n */\nexport function createTaskStateMachine(\n uiControlConfig: UIControlConfig,\n options?: {actions?: Partial<TaskActionsMap>}\n) {\n return taskStateMachineSetup.createMachine(getTaskStateMachineConfig(uiControlConfig)).provide({\n actions: {\n ...actions,\n ...(options?.actions ?? {}),\n },\n });\n}\n\nexport type TaskStateMachine = ReturnType<typeof 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{"version":3,"names":["_xstate","require","_constants","_actions","_guards","_TaskUtils","taskStateMachineSetup","setup","actors","types","context","events","getTaskStateMachineConfig","uiControlConfig","id","initial","TaskState","IDLE","createInitialContext","on","TaskEvent","RECORDING_STARTED","actions","CONTACT_UPDATED","CONTACT_OWNER_CHANGED","HYDRATE","states","guard","guards","isInteractionTerminated","target","WRAPPING_UP","isInteractionConsulting","CONSULTING","isInteractionHeld","HELD","isInteractionConnected","CONNECTED","isConferencingByParticipants","CONFERENCING","TASK_INCOMING","OFFERED","OUTBOUND_FAILED","TERMINATED","CONSULTING_ACTIVE","TASK_OFFERED","ASSIGN","isConsultingAssignment","RONA","TASK_WRAPUP","CONTACT_ENDED","ASSIGN_FAILED","INVITE_FAILED","shouldWrapUp","OFFER_CONSULT","CONSULT_FAILED","CONSULT_END","HOLD_INITIATED","HOLD_INITIATING","HOLD_SUCCESS","CONSULT","CONSULT_INITIATING","TRANSFER_SUCCESS","shouldWrapUpOrIsInitiator","TRANSFER_FAILED","conferenceInProgressFromEvent","PAUSE_RECORDING","RESUME_RECORDING","HOLD_FAILED","UNHOLD_INITIATED","RESUME_INITIATING","UNHOLD_SUCCESS","UNHOLD_FAILED","CONSULT_SUCCESS","consultFromConference","isPrimaryMediaOnHold","CTQ_CANCEL","event","consultInitiator","consultCallHeld","taskData","getTaskDataFromEvent","cpd","interaction","callProcessingDetails","hasCustomerLeft","shouldWrapUpForThisAgent","SWITCH_TO_MAIN_CALL","SWITCH_TO_CONSULT","TRANSFER_CONFERENCE","TRANSFER_CONFERENCE_SUCCESS","transferConferenceRequested","TRANSFER_CONFERENCE_FAILED","MERGE_TO_CONFERENCE","CONF_INITIATING","CONFERENCE_START","CONFERENCE_FAILED","isTerminated","EXIT_CONFERENCE_SUCCESS","PARTICIPANT_LEAVE","params","didCurrentAgentLeaveConference","shouldDowngradeConferenceToConnected","CONFERENCE_END","exitingConference","mainCallId","mainInteractionId","interactionId","getIsCustomerInCall","entry","WRAPUP_COMPLETE","COMPLETED","type","createTaskStateMachine","options","createMachine","provide"],"sources":["TaskStateMachine.ts"],"sourcesContent":["/*\n Task State Machine Configuration\n \n This file defines the XState state machine configuration for contact center tasks.\n * It orchestrates state transitions, guards, and actions for task lifecycle management.\n \n GUARD FUNCTIONS: All guard logic is centralized in guards.ts for reusability and testing.\n * This file imports and uses those guards via the `guards` object.\n /\n\nimport {setup} from 'xstate';\nimport {TaskContext, TaskEventPayload, UIControlConfig, TaskActionsMap} from './types';\nimport {TaskState, TaskEvent} from './constants';\nimport {actions, createInitialContext} from './actions';\nimport {guards, shouldWrapUpForThisAgent, getTaskDataFromEvent} from './guards';\nimport {getIsCustomerInCall} from '../TaskUtils';\n\ntype TaskActionConfigMap = {[K in keyof typeof actions]: undefined};\n\nconst taskStateMachineSetup = setup<\n TaskContext,\n TaskEventPayload,\n Record<string, never>,\n Record<string, never>,\n TaskActionConfigMap\n>({\n actors: {},\n types: {\n context: {} as TaskContext,\n events: {} as TaskEventPayload,\n },\n});\n\n/\n Get task state machine configuration with UI control config\n * Defines all states, transitions, guards, and actions for task management\n \n @param uiControlConfig - UI control configuration\n * @returns State machine configuration object\n /\nexport function getTaskStateMachineConfig(uiControlConfig: UIControlConfig) {\n /\n Event mapping reference (CC WebSocket -> TaskEvent)\n \n AgentContactReserved -> TaskEvent.TASK_INCOMING\n * AgentOfferContact -> TaskEvent.TASK_OFFERED\n * AgentOfferConsult -> TaskEvent.OFFER_CONSULT\n * AgentConsulting -> TaskEvent.CONSULTING_ACTIVE\n * AgentConsultCreated -> TaskEvent.CONSULT_CREATED\n * AgentConsultTransferred -> TaskEvent.TRANSFER_SUCCESS\n * AgentContactAssigned -> TaskEvent.ASSIGN\n * AgentContactHeld -> TaskEvent.HOLD_SUCCESS\n * AgentContactUnheld -> TaskEvent.UNHOLD_SUCCESS\n * AgentConsultEnded -> TaskEvent.CONSULT_END\n * AgentContactEnded -> TaskEvent.CONTACT_ENDED\n * AgentWrapup -> TaskEvent.TASK_WRAPUP (wrapUpRequired)\n * AgentWrappedup -> TaskEvent.WRAPUP_COMPLETE\n \n (See TaskManager.mapEventToTaskStateMachineEvent for the full mapping table.)\n /\n return {\n id: 'taskStateMachine',\n initial: TaskState.IDLE,\n context: createInitialContext(uiControlConfig, TaskState.IDLE),\n on: {\n [TaskEvent.RECORDING_STARTED]: {\n actions: ['updateTaskData', 'emitTaskRecordingStarted'],\n },\n [TaskEvent.CONTACT_UPDATED]: {\n actions: ['updateTaskData', 'syncTaskDataFromEvent'],\n },\n [TaskEvent.CONTACT_OWNER_CHANGED]: {\n actions: ['updateTaskData', 'syncTaskDataFromEvent'],\n },\n // HYDRATE: Update task data from AgentContact event\n // Note: State restoration with transitions is handled in IDLE state.\n // This root-level handler is for when task is already in another state (just updates data).\n [TaskEvent.HYDRATE]: {\n actions: ['updateTaskData', 'emitTaskHydrate'],\n },\n },\n states: {\n [TaskState.IDLE]: {\n on: {\n // HYDRATE: Restore state machine to correct state based on hydrated task data\n // This handles page refresh/reconnection scenarios where task needs to be restored\n // IMPORTANT: This MUST be in IDLE state (not root) because root-level events cannot\n // transition to child states in XState\n [TaskEvent.HYDRATE]: [\n {\n guard: guards.isInteractionTerminated,\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'emitTaskHydrate'],\n },\n {\n guard: guards.isInteractionConsulting,\n target: TaskState.CONSULTING,\n actions: ['updateTaskData', 'emitTaskHydrate'],\n },\n {\n guard: guards.isInteractionHeld,\n target: TaskState.HELD,\n actions: ['updateTaskData', 'emitTaskHydrate'],\n },\n {\n guard: guards.isInteractionConnected,\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'emitTaskHydrate'],\n },\n {\n guard: guards.isConferencingByParticipants,\n target: TaskState.CONFERENCING,\n actions: ['updateTaskData', 'emitTaskHydrate'],\n },\n {\n // Default: just update data, stay in IDLE\n actions: ['updateTaskData', 'emitTaskHydrate'],\n },\n ],\n // AgentContactReserved (applicable for direct incoming/consult/transfer/outdial)\n [TaskEvent.TASK_INCOMING]: {\n target: TaskState.OFFERED,\n actions: ['initializeTask', 'emitTaskIncoming'],\n },\n\n // AgentOutboundFailed can arrive before TASK_INCOMING due to race conditions\n [TaskEvent.OUTBOUND_FAILED]: {\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'markEnded', 'emitTaskOutdialFailed', 'emitTaskEnd'],\n },\n\n // EP-DN split-leg ordering can deliver AgentConsulting before HYDRATE/TASK_INCOMING.\n // Do not drop it in IDLE; bootstrap to CONSULTING using event taskData.\n [TaskEvent.CONSULTING_ACTIVE]: {\n target: TaskState.CONSULTING,\n actions: [\n 'updateTaskData',\n 'setConsultInitiator',\n 'setConsultDestination',\n 'setConsultFromConference',\n 'setConsultAgentJoined',\n 'emitTaskConsultAccepted',\n 'emitTaskConsulting',\n ],\n },\n },\n },\n\n [TaskState.OFFERED]: {\n on: {\n // AgentContactOffer\n [TaskEvent.TASK_OFFERED]: {\n actions: ['updateTaskData', 'emitTaskOfferContact', 'requestAutoAnswer'],\n },\n // AgentContactAssigned\n [TaskEvent.ASSIGN]: [\n {\n guard: guards.isConsultingAssignment,\n target: TaskState.CONSULTING,\n actions: ['updateTaskData', 'emitTaskConsultAccepted', 'emitTaskConsulting'],\n },\n {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'emitTaskAssigned'],\n },\n ],\n // AgentOfferContactRONA\n [TaskEvent.RONA]: {\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'markEnded', 'emitTaskReject'],\n },\n [TaskEvent.TASK_WRAPUP]: {\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'markEnded', 'emitTaskEnd'],\n },\n [TaskEvent.CONTACT_ENDED]: {\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'markEnded', 'emitTaskEnd'],\n },\n // This needs to be handled for all assign failed scenarios (contact, buddy)\n // [AgentContactAssignFailed, AgentCtqFailed, AgentBlindTransferFailed,\n // AgentVTeamTransferFailed, AgentConsultTransferFailed]\n [TaskEvent.ASSIGN_FAILED]: {\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'markEnded', 'emitTaskReject'],\n },\n [TaskEvent.INVITE_FAILED]: {\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'markEnded', 'emitTaskReject'],\n },\n [TaskEvent.OUTBOUND_FAILED]: [\n {\n guard: guards.shouldWrapUp,\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'emitTaskOutdialFailed', 'emitTaskWrapup'],\n },\n {\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'markEnded', 'emitTaskOutdialFailed', 'emitTaskEnd'],\n },\n ],\n // AgentConsulting comes for received after the initial consult is accepted\n [TaskEvent.CONSULTING_ACTIVE]: [\n {\n target: TaskState.CONSULTING,\n actions: [\n 'updateTaskData',\n 'setConsultAgentJoined',\n 'emitTaskConsultAccepted',\n 'emitTaskConsulting',\n ],\n },\n ],\n // agentOfferConsult happens only on the receiver side of consult\n [TaskEvent.OFFER_CONSULT]: {\n actions: ['updateTaskData', 'emitTaskOfferConsult', 'requestAutoAnswer'],\n },\n // AgentConsultFailed - when consulted agent (Agent 2) doesn't answer (RONA or decline)\n // Clears the incoming consult notification by transitioning to TERMINATED\n [TaskEvent.CONSULT_FAILED]: {\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'clearConsultState', 'emitTaskReject'],\n },\n // AgentConsultEnded - when consult initiator (Agent 1) ends the consult before\n // the consulted agent (Agent 2) accepts. Clears the incoming notification.\n [TaskEvent.CONSULT_END]: {\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'clearConsultState', 'emitTaskReject'],\n },\n },\n },\n\n [TaskState.CONNECTED]: {\n on: {\n // AgentConsulting may arrive while machine is CONNECTED (EP-DN/event ordering).\n // Derive consultInitiator from payload so controls are set correctly.\n [TaskEvent.CONSULTING_ACTIVE]: {\n target: TaskState.CONSULTING,\n actions: [\n 'updateTaskData',\n 'setConsultInitiator',\n 'setConsultDestination',\n 'setConsultAgentJoined',\n 'emitTaskConsultAccepted',\n 'emitTaskConsulting',\n ],\n },\n // AgentContactAssigned can be resent after consult transfers; keep context in sync\n [TaskEvent.ASSIGN]: {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'emitTaskAssigned'],\n },\n // Click of hold button\n [TaskEvent.HOLD_INITIATED]: {\n target: TaskState.HOLD_INITIATING,\n },\n // Remote hold from another login session (multi-login)\n [TaskEvent.HOLD_SUCCESS]: {\n target: TaskState.HELD,\n actions: ['updateTaskData', 'setHoldState', 'emitTaskHold'],\n },\n // Click of the consult button\n [TaskEvent.CONSULT]: {\n target: TaskState.CONSULT_INITIATING,\n actions: ['setConsultInitiator', 'setConsultDestination'],\n },\n // AgentConsultTransferred / AgentVTeamTransferred / AgentBlindTransferred\n [TaskEvent.TRANSFER_SUCCESS]: [\n {\n guard: guards.shouldWrapUpOrIsInitiator,\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'emitTaskWrapup'],\n },\n {\n // Receiver goes to connected as he receives transferSuccess event\n actions: ['updateTaskData', 'clearConsultState'],\n },\n ],\n [TaskEvent.TRANSFER_FAILED]: {\n actions: ['updateTaskData'],\n },\n // AgentContactEnded Event\n [TaskEvent.CONTACT_ENDED]: [\n {\n // Conference still active → CONFERENCING\n guard: guards.conferenceInProgressFromEvent,\n target: TaskState.CONFERENCING,\n actions: ['updateTaskData', 'emitTaskConferenceStarted', 'requestCleanup'],\n },\n {\n // Agent should wrap up → WRAPPING_UP\n guard: guards.shouldWrapUp,\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'emitTaskWrapup', 'requestCleanup'],\n },\n {\n // Consulted agent → TERMINATED\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'markEnded', 'emitTaskEnd'],\n },\n ],\n [TaskEvent.TASK_WRAPUP]: {\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'emitTaskWrapup'],\n },\n [TaskEvent.PAUSE_RECORDING]: {\n actions: ['updateTaskData', 'setRecordingState', 'emitTaskRecordingPaused'],\n },\n [TaskEvent.RESUME_RECORDING]: {\n actions: ['updateTaskData', 'setRecordingState', 'emitTaskRecordingResumed'],\n },\n },\n },\n\n [TaskState.HOLD_INITIATING]: {\n on: {\n // AgentContactHeld Event\n [TaskEvent.HOLD_SUCCESS]: {\n target: TaskState.HELD,\n actions: ['updateTaskData', 'setHoldState', 'emitTaskHold'],\n },\n // AgentContactHoldFailed Event\n [TaskEvent.HOLD_FAILED]: {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData'],\n },\n },\n },\n\n [TaskState.HELD]: {\n on: {\n // Click of the unhold button\n [TaskEvent.UNHOLD_INITIATED]: {\n target: TaskState.RESUME_INITIATING,\n },\n // Remote resume from another login session (multi-login)\n [TaskEvent.UNHOLD_SUCCESS]: {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'setHoldState', 'emitTaskResume'],\n },\n // Click of the consult button\n [TaskEvent.CONSULT]: {\n target: TaskState.CONSULT_INITIATING,\n actions: ['setConsultInitiator', 'setConsultDestination'],\n },\n // TODO: This may not be a valid transition, need to be removed\n // AgentConsultTransferred / AgentVTeamTransferred / AgentBlindTransferred\n [TaskEvent.TRANSFER_SUCCESS]: [\n {\n guard: guards.shouldWrapUpOrIsInitiator,\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'emitTaskWrapup'],\n },\n {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'clearConsultState'],\n },\n ],\n [TaskEvent.TRANSFER_FAILED]: {\n actions: ['updateTaskData'],\n },\n [TaskEvent.CONTACT_ENDED]: [\n {\n guard: guards.conferenceInProgressFromEvent,\n target: TaskState.CONFERENCING,\n actions: ['updateTaskData', 'emitTaskConferenceStarted', 'requestCleanup'],\n },\n {\n guard: guards.shouldWrapUp,\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'emitTaskWrapup', 'requestCleanup'],\n },\n {\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'markEnded', 'emitTaskEnd'],\n },\n ],\n // TODO: This may not be a valid transition, this needs to be checked as well\n [TaskEvent.TASK_WRAPUP]: {\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'emitTaskWrapup'],\n },\n },\n },\n\n [TaskState.RESUME_INITIATING]: {\n on: {\n [TaskEvent.UNHOLD_SUCCESS]: {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'setHoldState', 'emitTaskResume'],\n },\n [TaskEvent.UNHOLD_FAILED]: {\n target: TaskState.HELD,\n },\n },\n },\n\n [TaskState.CONSULT_INITIATING]: {\n on: {\n [TaskEvent.HOLD_SUCCESS]: {\n actions: ['updateTaskData'],\n },\n [TaskEvent.HOLD_FAILED]: {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'handleConsultFailed'],\n },\n // AgentConsulting\n // NOTE: Don't set consultDestinationAgentJoined here - wait for CONSULTING_ACTIVE\n [TaskEvent.CONSULT_SUCCESS]: {\n target: TaskState.CONSULTING,\n actions: ['updateTaskData', 'setConsultInitiator'],\n },\n // AgentConsultFailed, API Failures, AgentCtqFailed\n [TaskEvent.CONSULT_FAILED]: [\n {\n // Consult from conference → back to CONFERENCING\n guard: ({context}) => context.consultFromConference === true,\n target: TaskState.CONFERENCING,\n actions: ['updateTaskData', 'handleConsultFailed'],\n },\n {\n guard: guards.isPrimaryMediaOnHold,\n target: TaskState.HELD,\n actions: ['updateTaskData', 'handleConsultFailed'],\n },\n {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'handleConsultFailed'],\n },\n ],\n // AgentCtqCancelled Event\n [TaskEvent.CTQ_CANCEL]: [\n {\n guard: guards.isPrimaryMediaOnHold,\n target: TaskState.HELD,\n actions: ['updateTaskData', 'clearConsultState'],\n },\n {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'clearConsultState'],\n },\n ],\n },\n },\n\n [TaskState.CONSULTING]: {\n on: {\n // AgentConsulting updates consulted agent arrival\n [TaskEvent.CONSULTING_ACTIVE]: {\n actions: [\n 'updateTaskData',\n 'setConsultAgentJoined',\n 'setConsultDestination',\n 'emitTaskConsulting',\n ],\n },\n\n // AgentConsultEnded\n [TaskEvent.CONSULT_END]: [\n {\n // Initiator returning to conference (flag set OR backend still shows conference)\n guard: ({context, event}) =>\n context.consultInitiator === true &&\n (context.consultFromConference === true \|\|\n guards.conferenceInProgressFromEvent({context, event})),\n target: TaskState.CONFERENCING,\n actions: ['updateTaskData', 'clearConsultState', 'emitTaskConsultEnd'],\n },\n {\n // Initiator already switched back to the main/customer leg\n guard: ({context}) =>\n context.consultInitiator === true && context.consultCallHeld === true,\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'clearConsultState', 'emitTaskConsultEnd'],\n },\n {\n // Customer left during consult → WRAPPING_UP\n guard: ({context, event}) => {\n const taskData = getTaskDataFromEvent(event);\n const cpd = taskData?.interaction?.callProcessingDetails;\n if (cpd?.hasCustomerLeft !== 'true') return false;\n\n return shouldWrapUpForThisAgent(context, taskData);\n },\n target: TaskState.WRAPPING_UP,\n actions: [\n 'updateTaskData',\n 'markEnded',\n 'clearConsultState',\n 'emitTaskWrapup',\n 'requestCleanup',\n ],\n },\n {\n // Initiator (no conference) → HELD\n guard: ({context}) => context.consultInitiator === true,\n target: TaskState.HELD,\n actions: ['updateTaskData', 'clearConsultState', 'emitTaskConsultEnd'],\n },\n {\n // Consulted agent → TERMINATED\n target: TaskState.TERMINATED,\n actions: ['updateTaskData'],\n },\n ],\n\n // Switch between consult and main call (UI-driven toggle)\n [TaskEvent.SWITCH_TO_MAIN_CALL]: {\n actions: ['handleSwitchToMainCall', 'emitTaskSwitchCall'],\n },\n [TaskEvent.SWITCH_TO_CONSULT]: {\n actions: ['handleSwitchToConsult', 'emitTaskSwitchCall'],\n },\n [TaskEvent.HOLD_SUCCESS]: {\n actions: ['updateTaskData', 'setHoldState', 'emitTaskHold'],\n },\n [TaskEvent.UNHOLD_SUCCESS]: {\n actions: ['updateTaskData', 'setHoldState', 'emitTaskResume'],\n },\n\n [TaskEvent.TRANSFER_SUCCESS]: [\n {\n guard: guards.shouldWrapUpOrIsInitiator,\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'emitTaskWrapup'],\n },\n {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'clearConsultState'],\n },\n ],\n [TaskEvent.TRANSFER_FAILED]: {\n actions: ['updateTaskData'],\n },\n [TaskEvent.TRANSFER_CONFERENCE]: {\n // Track that this agent initiated the conference transfer so we can\n // apply the correct lifecycle transition when success arrives.\n actions: ['setTransferConferenceRequested', 'emitTaskTransferConference'],\n },\n [TaskEvent.TRANSFER_CONFERENCE_SUCCESS]: [\n {\n guard: ({context}) => context.transferConferenceRequested !== true,\n actions: [\n 'updateTaskData',\n 'handleTransferConferenceSuccess',\n 'clearTransferConferenceRequested',\n ],\n },\n {\n guard: guards.shouldWrapUp,\n target: TaskState.WRAPPING_UP,\n actions: [\n 'updateTaskData',\n 'markEnded',\n 'clearConsultState',\n 'handleTransferConferenceSuccess',\n 'clearTransferConferenceRequested',\n 'emitTaskWrapup',\n ],\n },\n {\n // Non-initiator (consulted agent) stays in CONFERENCING\n guard: ({context}) => !context.consultInitiator,\n target: TaskState.CONFERENCING,\n actions: [\n 'updateTaskData',\n 'clearConsultState',\n 'handleTransferConferenceSuccess',\n 'clearTransferConferenceRequested',\n ],\n },\n {\n target: TaskState.TERMINATED,\n actions: [\n 'updateTaskData',\n 'markEnded',\n 'clearConsultState',\n 'handleTransferConferenceSuccess',\n 'clearTransferConferenceRequested',\n 'emitTaskEnd',\n ],\n },\n ],\n [TaskEvent.TRANSFER_CONFERENCE_FAILED]: {\n actions: ['clearTransferConferenceRequested', 'emitTaskTransferConferenceFailed'],\n },\n\n // AgentContactAssigned - receiver side becomes connected to customer\n [TaskEvent.ASSIGN]: {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'emitTaskAssigned'],\n },\n // AgentContactEnded\n [TaskEvent.CONTACT_ENDED]: {\n target: TaskState.WRAPPING_UP,\n actions: [\n 'updateTaskData',\n 'markEnded',\n 'clearConsultState',\n 'emitTaskWrapup',\n 'requestCleanup',\n ],\n },\n [TaskEvent.TASK_WRAPUP]: {\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'emitTaskWrapup'],\n },\n [TaskEvent.MERGE_TO_CONFERENCE]: {\n target: TaskState.CONF_INITIATING,\n },\n // AgentConsultConferenced, ParticipantJoinedConference\n [TaskEvent.CONFERENCE_START]: {\n target: TaskState.CONFERENCING,\n actions: [\n 'updateTaskData',\n 'syncTaskDataFromEvent',\n 'handleConferenceStarted',\n 'clearConsultState',\n ],\n },\n },\n },\n\n [TaskState.CONF_INITIATING]: {\n on: {\n // AgentConsultConferenced, AgentConsultConferencing, ParticipantJoinedConference\n [TaskEvent.CONFERENCE_START]: {\n target: TaskState.CONFERENCING,\n actions: [\n 'updateTaskData',\n 'syncTaskDataFromEvent',\n 'handleConferenceStarted',\n 'clearConsultState',\n ],\n },\n // AgentConsultConferenceFailed\n [TaskEvent.CONFERENCE_FAILED]: {\n target: TaskState.CONSULTING,\n actions: ['handleConferenceFailed', 'emitTaskConferenceFailed'],\n },\n // AgentConsultEnded while conference is initiating (end call before conference completes)\n [TaskEvent.CONSULT_END]: [\n {\n guard: ({event}) => {\n const taskData = getTaskDataFromEvent(event);\n\n return taskData?.interaction?.isTerminated === true;\n },\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'emitTaskWrapup'],\n },\n {\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'clearConsultState'],\n },\n ],\n },\n },\n\n [TaskState.CONFERENCING]: {\n on: {\n [TaskEvent.CONFERENCE_START]: {\n actions: [\n 'updateTaskData',\n 'syncTaskDataFromEvent',\n 'clearConsultState',\n 'emitTaskConferenceStarted',\n ],\n },\n [TaskEvent.EXIT_CONFERENCE_SUCCESS]: [\n {\n guard: guards.shouldWrapUp,\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'emitTaskWrapup'],\n },\n {\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'emitTaskEnd'],\n },\n ],\n\n // Needed as all agents in conference get this event, hence we need to clear the consult state\n [TaskEvent.CONSULT_END]: [\n {\n guard: ({context, event}) => {\n const taskData = getTaskDataFromEvent(event);\n\n return (\n taskData?.interaction?.isTerminated === true &&\n shouldWrapUpForThisAgent(context, taskData)\n );\n },\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'emitTaskWrapup'],\n },\n {\n actions: ['updateTaskData', 'clearConsultState'],\n },\n ],\n\n [TaskEvent.HOLD_SUCCESS]: {\n actions: ['updateTaskData', 'setHoldState', 'emitTaskHold'],\n },\n [TaskEvent.UNHOLD_SUCCESS]: {\n actions: ['updateTaskData', 'syncTaskDataFromEvent', 'setHoldState', 'emitTaskResume'],\n },\n\n // Start a new consult from within an active conference\n [TaskEvent.CONSULT]: {\n target: TaskState.CONSULT_INITIATING,\n actions: ['setConsultInitiator', 'setConsultDestination', 'setConsultFromConference'],\n },\n\n // Participant leaves - handle conference downgrade scenarios\n [TaskEvent.PARTICIPANT_LEAVE]: [\n {\n // Only the leaving agent should wrap up → WRAPPING_UP\n guard: (params) =>\n guards.didCurrentAgentLeaveConference(params) && guards.shouldWrapUp(params),\n target: TaskState.WRAPPING_UP,\n actions: [\n 'updateTaskData',\n 'handleParticipantLeft',\n 'markEnded',\n 'clearConsultState',\n 'emitTaskParticipantLeft',\n 'emitTaskWrapup',\n ],\n },\n {\n // Only the leaving agent (no wrapup) → TERMINATED\n guard: guards.didCurrentAgentLeaveConference,\n target: TaskState.TERMINATED,\n actions: [\n 'updateTaskData',\n 'handleParticipantLeft',\n 'markEnded',\n 'clearConsultState',\n 'emitTaskParticipantLeft',\n 'emitTaskEnd',\n ],\n },\n {\n // Conference downgraded, customer present → CONNECTED\n guard: (params) =>\n !guards.didCurrentAgentLeaveConference(params) &&\n guards.shouldDowngradeConferenceToConnected(params),\n target: TaskState.CONNECTED,\n actions: [\n 'updateTaskData',\n 'handleParticipantLeft',\n 'clearConsultState',\n 'emitTaskParticipantLeft',\n 'emitTaskConferenceEnded',\n ],\n },\n {actions: ['updateTaskData', 'handleParticipantLeft', 'emitTaskParticipantLeft']},\n ],\n\n [TaskEvent.TRANSFER_CONFERENCE]: {\n actions: ['setTransferConferenceRequested', 'emitTaskTransferConference'],\n },\n [TaskEvent.TRANSFER_CONFERENCE_SUCCESS]: [\n {\n // Not initiated by this agent → just refresh backend state.\n guard: ({context}) => context.transferConferenceRequested !== true,\n actions: [\n 'updateTaskData',\n 'handleTransferConferenceSuccess',\n 'clearTransferConferenceRequested',\n ],\n },\n ],\n [TaskEvent.TRANSFER_CONFERENCE_FAILED]: {\n actions: ['clearTransferConferenceRequested', 'emitTaskTransferConferenceFailed'],\n },\n\n // Conference ends explicitly\n [TaskEvent.CONFERENCE_END]: [\n {\n // Agent who should wrap up → WRAPPING_UP\n guard: guards.shouldWrapUp,\n target: TaskState.WRAPPING_UP,\n actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'emitTaskWrapup'],\n },\n {\n // Customer still in call → CONNECTED\n guard: ({context, event}) => {\n if (context.exitingConference === true) return false;\n const taskData = (event as any)?.taskData ?? context.taskData;\n if (!taskData?.interaction) return false;\n const mainCallId = taskData.interaction.mainInteractionId \|\| taskData.interactionId;\n if (!mainCallId) return false;\n\n return getIsCustomerInCall(taskData.interaction, mainCallId);\n },\n target: TaskState.CONNECTED,\n actions: ['updateTaskData', 'clearConsultState', 'emitTaskConferenceEnded'],\n },\n {\n // Otherwise → TERMINATED\n target: TaskState.TERMINATED,\n actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'emitTaskEnd'],\n },\n ],\n\n // CONTACT_ENDED in conference\n [TaskEvent.CONTACT_ENDED]: [\n {\n // Conference still active → stay\n actions: ['updateTaskData', 'requestCleanup'],\n },\n ],\n },\n },\n\n [TaskState.WRAPPING_UP]: {\n // Only emit wrapup event on entry - task:end should only be emitted when COMPLETED\n entry: ['emitTaskWrapup'],\n on: {\n // AgentWrappedup Event\n [TaskEvent.WRAPUP_COMPLETE]: {\n target: TaskState.COMPLETED,\n actions: ['updateTaskData'],\n },\n },\n },\n\n [TaskState.COMPLETED]: {\n type: 'final' as const,\n entry: ['emitTaskWrappedup', 'cleanupResources'],\n },\n\n [TaskState.TERMINATED]: {\n type: 'final' as const,\n entry: ['cleanupResources'],\n },\n },\n };\n}\n\n/\n Create a task state machine instance using only the built-in actions.\n * The resulting machine is ready for most consumers that rely on the default\n * context mutators declared in actions.ts.\n \n @param uiControlConfig - UI control configuration\n * @returns StateMachine instance for task management\n */\nexport function createTaskStateMachine(\n uiControlConfig: UIControlConfig,\n options?: {actions?: Partial<TaskActionsMap>}\n) {\n return taskStateMachineSetup.createMachine(getTaskStateMachineConfig(uiControlConfig)).provide({\n actions: {\n ...actions,\n ...(options?.actions ?? {}),\n },\n });\n}\n\nexport type TaskStateMachine = ReturnType<typeof 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package/dist/services/task/state-machine/uiControlsComputer.js CHANGED Viewed

@@ -126,13 +126,17 @@ function computeVoiceInteractionUIControls(state, context, config, fallbackTaskD
   const consultLegOnHold = isConsulting && consultCallHeld;
   return {
     // Accept/Decline: Voice tasks in offered state
-    // For outdial, accept is disabled (auto-answer handles it), decline remains enabled
-    // For Extension mode (non-WebRTC), accept shows as disabled "Ringing" button
+    // Desktop/WebRTC + inbound: accept enabled (agent manually accepts)
+    // Desktop/WebRTC + outdial: accept disabled (auto-answer handles it; Widgets show "Accept" disabled)
+    // Extension mode (non-WebRTC): accept disabled (Widgets show "Ringing...")
     accept: state === _constants.TaskState.OFFERED && !interaction?.isTerminated ? {
       isVisible: true,
       isEnabled: isWebrtc && !isOutdial
     } : DISABLED,
-    decline: isWebrtc && state === _constants.TaskState.OFFERED && !interaction?.isTerminated ? VISIBLE_ENABLED : DISABLED,
+    decline: (() => {
+      if (!isWebrtc || state !== _constants.TaskState.OFFERED || interaction?.isTerminated) return DISABLED;
+      return isOutdial ? VISIBLE_DISABLED : VISIBLE_ENABLED;
+    })(),
     // Hold: visible in connected/held/conference, disabled in conference/consulting
     hold: (() => {
       if (!hasFullControls) return DISABLED;