@webex/contact-center 3.12.0-task-refactor.4 → 3.12.0-task-refactor.6

package/dist/services/task/TaskManager.js

@@ -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

@@ -1 +1 @@
-{"version":3,"names":["_events","_interopRequireDefault","require","_calling","_types","_constants","_constants2","_types2","_types3","_loggerProxy","_TaskUtils","_TaskFactory","_WebRTC","_stateMachine","_taskDataNormalizer","e","__esModule","default","CC_EVENT_SET","Set","Object","values","CC_EVENTS","isCcEvent","value","has","TaskManager","EventEmitter","constructor","apiAIAssistant","contact","webCallingService","webSocketManager","rtdWebSocketManager","taskCollection","webRtcEnabled","registerTaskListeners","registerIncomingCallEvent","handleRealtimeWebsocketEvent","event","payload","JSON","parse","interactionId","data","conversationId","task","LoggerProxy","info","module","TASK_MANAGER_FILE","method","METHODS","HANDLE_REAL_TIME_WEBSOCKET_EVENT","emit","type","error","setConfigFlags","configFlags","setWrapupData","wrapupData","setAgentId","agentId","getAgentId","setWebRtcEnabled","handleIncomingWebCall","call","currentTask","find","t","interaction","mediaType","MEDIA_CHANNEL","TELEPHONY","mapCallToTask","getCallId","log","HANDLE_INCOMING_WEB_CALL","eventPayload","mapEventToTaskStateMachineEvent","AGENT_CONTACT_RESERVED","sendStateMachineEvent","on","LINE_EVENTS","INCOMING_CALL","unregisterIncomingCallEvent","off","ccEvent","mediaResourceId","media","TaskEvent","TASK_INCOMING","taskData","AGENT_OFFER_CONTACT","TASK_OFFERED","AGENT_CONTACT","HYDRATE","CONTACT_UPDATED","CONTACT_OWNER_CHANGED","AGENT_OFFER_CONSULT","OFFER_CONSULT","isConsulted","AGENT_CONTACT_ASSIGNED","ASSIGN","AGENT_CONTACT_HELD","HOLD_SUCCESS","AGENT_CONTACT_UNHELD","UNHOLD_SUCCESS","AGENT_CONSULT_CREATED","CONSULT_CREATED","AGENT_CONSULTING","CONSULTING_ACTIVE","consultDestinationAgentJoined","AGENT_CONSULT_ENDED","CONSULT_END","AGENT_CONSULT_FAILED","AGENT_CTQ_FAILED","CONSULT_FAILED","reason","AGENT_CTQ_CANCELLED","CTQ_CANCEL","AGENT_CTQ_CANCEL_FAILED","CTQ_CANCEL_FAILED","AGENT_BLIND_TRANSFERRED","AGENT_CONSULT_TRANSFERRED","AGENT_VTEAM_TRANSFERRED","TRANSFER_SUCCESS","AGENT_WRAPUP","TASK_WRAPUP","wrapUpRequired","AGENT_CONTACT_UNASSIGNED","AGENT_BLIND_TRANSFER_FAILED","AGENT_VTEAM_TRANSFER_FAILED","AGENT_CONSULT_TRANSFER_FAILED","AGENT_CONFERENCE_TRANSFER_FAILED","TRANSFER_FAILED","CONTACT_ENDED","state","AGENT_INVITE_FAILED","INVITE_FAILED","AGENT_CONTACT_ASSIGN_FAILED","ASSIGN_FAILED","AGENT_CONTACT_OFFER_RONA","RONA","AGENT_OUTBOUND_FAILED","OUTBOUND_FAILED","CONTACT_RECORDING_STARTED","RECORDING_STARTED","CONTACT_RECORDING_PAUSED","PAUSE_RECORDING","CONTACT_RECORDING_RESUMED","RESUME_RECORDING","AGENT_WRAPPEDUP","WRAPUP_COMPLETE","AGENT_CONSULT_CONFERENCED","AGENT_CONSULT_CONFERENCING","PARTICIPANT_JOINED_CONFERENCE","CONFERENCE_START","AGENT_CONSULT_CONFERENCE_FAILED","CONFERENCE_FAILED","AGENT_CONSULT_CONFERENCE_ENDED","CONFERENCE_END","PARTICIPANT_LEFT_CONFERENCE","PARTICIPANT_LEAVE","participantId","AGENT_CONFERENCE_TRANSFERRED","TRANSFER_CONFERENCE_SUCCESS","message","parseWebSocketMessage","eventContext","prepareEventContext","actions","handleTaskLifecycleEvent","stateMachineEvent","updateTaskData","eventType","PARTICIPANT_POST_CALL_ACTIVITY","TASK_EVENTS","TASK_POST_CALL_ACTIVITY","requestRealTimeTranscripts","keepalive","normalizeTaskData","wasConsultedTask","Boolean","computeWrapUpRequired","undefined","adjustedPayload","context","handleContactReserved","handleAgentContact","CONTACT_MERGED","handleContactMergedEvent","isConsultedTask","isSecondaryEpDnAgent","shouldAutoAnswer","shouldAutoAnswerTask","loginOption","isAutoAnswering","TaskFactory","createTask","setupTaskListeners","participants","isWrapUp","isConferenceInProgress","getIsConferenceInProgress","Error","snapshot","stateMachineService","getSnapshot","isConsultingFlow","destAgentId","consultDestinationAgentId","destinationType","consultDestinationType","REGISTER_TASK_LISTENERS","TASK_HYDRATE","TASK_CLEANUP","options","handleTaskCleanup","removeFromCollection","removeTaskFromCollection","cancelAutoWrapupTimer","REMOVE_TASK_FROM_COLLECTION","childInteractionId","TASK_MERGED","LoginOption","BROWSER","WebRTC","unregisterWebCallListeners","cleanUpCall","isOutdial","outboundType","isNew","needsWrapUp","agentsPendingWrapUp","length","action","TRANSCRIPT_EVENT_MAP","aiFeature","realtimeTranscripts","enable","sendEvent","AIAssistantEventType","CUSTOM_EVENT","AIAssistantEventName","GET_TRANSCRIPTS","catch","REQUEST_REAL_TIME_TRANSCRIPTS","getTask","taskId","getAllTasks","getTaskManager","taskManager","exports"],"sources":["TaskManager.ts"],"sourcesContent":["import 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 TaskManager.taskManager;\n  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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/TaskUtils.js

@@ -18,12 +18,13 @@ var _constants2 = require("./state-machine/constants");
  * @returns true if customer is in the call
  */
 const getIsCustomerInCall = (interaction, interactionId) => {
-  const mainCallMedia = interaction.media[interactionId];
-  if (!mainCallMedia?.participants) {
+  const mainCallMedia = interaction.media?.[interactionId];
+  const participants = interaction.participants;
+  if (!mainCallMedia?.participants || !participants) {
     return false;
   }
   return mainCallMedia.participants.some(participantId => {
-    const participant = interaction.participants[participantId];
+    const participant = participants[participantId];
     return participant?.pType === _constants2.PARTICIPANT_TYPE.CUSTOMER && !participant.hasLeft;
   });
 };
@@ -38,13 +39,14 @@ const getIsCustomerInCall = (interaction, interactionId) => {
  */
 exports.getIsCustomerInCall = getIsCustomerInCall;
 const getConferenceParticipantsCount = (interaction, interactionId) => {
-  const mainCallMedia = interaction.media[interactionId];
-  if (!mainCallMedia?.participants) {
+  const mainCallMedia = interaction.media?.[interactionId];
+  const participants = interaction.participants;
+  if (!mainCallMedia?.participants || !participants) {
     return 0;
   }
   let count = 0;
   for (const participantId of mainCallMedia.participants) {
-    const participant = interaction.participants[participantId];
+    const participant = participants[participantId];
     if (participant && participant.pType !== _constants2.PARTICIPANT_TYPE.CUSTOMER && participant.pType !== _constants2.PARTICIPANT_TYPE.SUPERVISOR && participant.pType !== _constants2.PARTICIPANT_TYPE.VVA && !participant.hasLeft) {
       count += 1;
     }

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

@@ -1 +1 @@
-{"version":3,"names":["_types","require","_constants","_types2","_constants2","getIsCustomerInCall","interaction","interactionId","mainCallMedia","media","participants","some","participantId","participant","pType","PARTICIPANT_TYPE","CUSTOMER","hasLeft","exports","getConferenceParticipantsCount","count","SUPERVISOR","VVA","getIsConsultInProgressForConferenceControls","mainCallId","selfAgentId","mainParticipants","Array","isArray","length","mainSet","Set","Object","values","m","mType","p","consultLegActive","consultState","isConsulted","currentState","has","getIsConsultedAgentForControls","taskData","context","isConsultingState","Boolean","consultInitiator","getServerHoldStateForControls","fallbackTaskData","undefined","isHold","mediaId","mediaResourceId","isPrimary","task","agentId","data","owner","isParticipantInMainInteraction","mediaObj","MEDIA_TYPE_MAIN_CALL","includes","checkParticipantNotInInteraction","getIsConferenceInProgress","mainInteractionId","mediaMainCall","participantsInMainCall","agentParticipants","forEach","add","size","isSecondaryAgent","callProcessingDetails","relationshipType","parentInteractionId","isSecondaryEpDnAgent","mediaType","isAutoAnswerEnabled","autoAnswerEnabled","isWebRTCCall","loginOption","webRtcEnabled","LoginOption","BROWSER","OUTDIAL_MEDIA_TYPE","isDigitalOutbound","contactDirection","type","OUTDIAL_DIRECTION","outboundType","OUTBOUND_TYPE","mediaChannel","MEDIA_CHANNEL","EMAIL","SMS","hasAgentInitiatedOutdial","outdialAgentId","BLIND_TRANSFER_IN_PROGRESS","shouldAutoAnswerTask","agentInitiatedOutdial","hasPreviousVteams","previousVTeams","getConsultMediaResourceId","consultMediaResourceId","entries"],"sources":["TaskUtils.ts"],"sourcesContent":["/* eslint-disable import/prefer-default-export */\nimport {Interaction, ITask, TaskData, MEDIA_CHANNEL} from './types';\nimport {OUTDIAL_DIRECTION, OUTDIAL_MEDIA_TYPE, OUTBOUND_TYPE} from '../../constants';\nimport {LoginOption} from '../../types';\nimport {PARTICIPANT_TYPE, MEDIA_TYPE_MAIN_CALL} from './state-machine/constants';\nimport {TaskContext} from './state-machine/types';\n\n/**\n * Checks if the customer is still in the call (not left)\n *\n * @param interaction - The interaction object\n * @param interactionId - The main interaction ID\n * @returns true if customer is in the call\n */\nexport const getIsCustomerInCall = (interaction: Interaction, interactionId: string): boolean => {\n  const mainCallMedia = interaction.media[interactionId];\n  if (!mainCallMedia?.participants) {\n    return false;\n  }\n\n  return mainCallMedia.participants.some((participantId: string) => {\n    const participant = interaction.participants[participantId];\n\n    return participant?.pType === PARTICIPANT_TYPE.CUSTOMER && !participant.hasLeft;\n  });\n};\n\n/**\n * Gets the count of active agent participants in the conference\n * Excludes Customer, Supervisor, and VVA participant types\n *\n * @param interaction - The interaction object\n * @param interactionId - The main interaction ID\n * @returns Number of active agent participants\n */\nexport const getConferenceParticipantsCount = (\n  interaction: Interaction,\n  interactionId: string\n): number => {\n  const mainCallMedia = interaction.media[interactionId];\n  if (!mainCallMedia?.participants) {\n    return 0;\n  }\n\n  let count = 0;\n  for (const participantId of mainCallMedia.participants) {\n    const participant = interaction.participants[participantId];\n    if (\n      participant &&\n      participant.pType !== PARTICIPANT_TYPE.CUSTOMER &&\n      participant.pType !== PARTICIPANT_TYPE.SUPERVISOR &&\n      participant.pType !== PARTICIPANT_TYPE.VVA &&\n      !participant.hasLeft\n    ) {\n      count += 1;\n    }\n  }\n\n  return count;\n};\n\n/**\n * Determines if a consult is actively in-progress for conference control gating.\n * This is used to disable conference controls (End/Consult) only when a consult leg\n * still exists outside the main call participants.\n */\nexport const getIsConsultInProgressForConferenceControls = (\n  interaction: Interaction | undefined,\n  mainCallId: string | undefined,\n  selfAgentId: string | undefined\n): boolean => {\n  if (!interaction || !mainCallId) return false;\n\n  const mainParticipants = interaction.media?.[mainCallId]?.participants;\n  if (!Array.isArray(mainParticipants) || mainParticipants.length === 0) return false;\n\n  const mainSet = new Set(mainParticipants);\n  const media = interaction.media;\n  if (!media) return false;\n\n  return Object.values(media).some((m: any) => {\n    if (!m || m.mType !== 'consult') return false;\n    if (!Array.isArray(m.participants) || m.participants.length === 0) return false;\n\n    return m.participants.some((participantId: string) => {\n      const p: any = interaction.participants?.[participantId];\n      if (!p || p.hasLeft) return false;\n      if (selfAgentId && participantId === selfAgentId) return false;\n\n      const consultLegActive =\n        p.consultState === 'consulting' ||\n        p.isConsulted === true ||\n        p.currentState === 'consulting';\n\n      return consultLegActive && !mainSet.has(participantId);\n    });\n  });\n};\n\nexport const getIsConsultedAgentForControls = (\n  taskData: TaskData | null,\n  context: TaskContext,\n  isConsultingState: boolean\n): boolean => {\n  return Boolean(taskData?.isConsulted) || (isConsultingState && !context.consultInitiator);\n};\n\nexport const getServerHoldStateForControls = (\n  context: TaskContext,\n  mainCallId?: string,\n  fallbackTaskData?: TaskData | null\n): boolean | undefined => {\n  const media = context.taskData?.interaction?.media ?? fallbackTaskData?.interaction?.media;\n  if (!media) return undefined;\n\n  if (mainCallId && media[mainCallId]) {\n    return media[mainCallId].isHold ?? false;\n  }\n\n  const mediaId = context.taskData?.mediaResourceId ?? fallbackTaskData?.mediaResourceId;\n  if (!mediaId) return undefined;\n\n  return media[mediaId]?.isHold;\n};\n\n/**\n * Determines if the given agent is the primary agent (owner) of the task\n * @param task - The task to check\n * @param agentId - The agent ID to check for primary status\n * @returns true if the agent is the primary agent, false otherwise\n */\nexport const isPrimary = (task: ITask, agentId: string): boolean => {\n  if (!task.data?.interaction?.owner) {\n    // Fall back to checking data.agentId when owner is not set\n    return task.data.agentId === agentId;\n  }\n\n  return task.data.interaction.owner === agentId;\n};\n\n/**\n * Checks if the given agent is a participant in the main interaction (mainCall)\n * @param task - The task to check\n * @param agentId - The agent ID to check for participation\n * @returns true if the agent is a participant in the main interaction, false otherwise\n */\nexport const isParticipantInMainInteraction = (task: ITask, agentId: string): boolean => {\n  if (!task?.data?.interaction?.media) {\n    return false;\n  }\n\n  return Object.values(task.data.interaction.media).some(\n    (mediaObj) =>\n      mediaObj &&\n      mediaObj.mType === MEDIA_TYPE_MAIN_CALL &&\n      mediaObj.participants?.includes(agentId)\n  );\n};\n\n/**\n * Checks if the given agent is not in the interaction or has left the interaction\n * @param task - The task to check\n * @param agentId - The agent ID to check\n * @returns true if the agent is not in the interaction or has left, false otherwise\n */\nexport const checkParticipantNotInInteraction = (task: ITask, agentId: string): boolean => {\n  if (!task?.data?.interaction?.participants) {\n    return true;\n  }\n  const {data} = task;\n\n  return (\n    !(agentId in data.interaction.participants) ||\n    (agentId in data.interaction.participants && data.interaction.participants[agentId].hasLeft)\n  );\n};\n\n/**\n * Determines if a conference is currently in progress based on the number of active agent participants\n * @param data - The task data to check for conference status\n * @returns true if there are 2 or more active agent participants in the main call, false otherwise\n *\n * For Agent B (consulted agent), their task's interactionId may be different from the main call.\n * We use mainInteractionId from the interaction if available, otherwise fallback to interactionId.\n */\nexport const getIsConferenceInProgress = (data: TaskData): boolean => {\n  if (!data.interaction) return false;\n\n  const mainCallId = data.interaction.mainInteractionId || data.interactionId;\n  const mediaMainCall = data.interaction.media?.[mainCallId];\n  const participantsInMainCall = new Set(mediaMainCall?.participants);\n  const {participants} = data.interaction;\n\n  const agentParticipants = new Set();\n  participantsInMainCall.forEach((participantId: string) => {\n    const participant = participants[participantId];\n    if (\n      participant &&\n      participant.pType !== PARTICIPANT_TYPE.CUSTOMER &&\n      participant.pType !== PARTICIPANT_TYPE.SUPERVISOR &&\n      participant.pType !== PARTICIPANT_TYPE.VVA &&\n      !participant.hasLeft\n    ) {\n      agentParticipants.add(participantId);\n    }\n  });\n\n  return agentParticipants.size >= 2;\n};\n\n/**\n * Checks if the current agent is a secondary agent in a consultation scenario.\n * Secondary agents are those who were consulted (not the original call owner).\n * @param task - The task object containing interaction details\n * @returns true if this is a secondary agent (consulted party), false otherwise\n */\nexport const isSecondaryAgent = (interaction: Interaction): boolean => {\n  if (!interaction.callProcessingDetails) {\n    return false;\n  }\n\n  return (\n    interaction.callProcessingDetails.relationshipType === 'consult' &&\n    !!interaction.callProcessingDetails.parentInteractionId &&\n    interaction.callProcessingDetails.parentInteractionId !== interaction.interactionId\n  );\n};\n\n/**\n * Checks if the current agent is a secondary EP-DN (Entry Point Dial Number) agent.\n * This is specifically for telephony consultations to external numbers/entry points.\n * @param interaction - The interaction object\n * @returns true if this is a secondary EP-DN agent in telephony consultation, false otherwise\n */\nexport const isSecondaryEpDnAgent = (interaction: Interaction): boolean => {\n  return interaction.mediaType === 'telephony' && isSecondaryAgent(interaction);\n};\n\n/**\n * Checks if auto-answer is enabled for the agent participant\n * @param interaction - The interaction object\n * @param agentId - Current agent ID\n * @returns true if auto-answer is enabled, false otherwise\n */\nexport const isAutoAnswerEnabled = (interaction: Interaction, agentId: string): boolean => {\n  return interaction.participants?.[agentId]?.autoAnswerEnabled === true;\n};\n\n/**\n * Checks if the interaction is a WebRTC call eligible for auto-answer\n * @param interaction - The interaction object\n * @param loginOption - The agent's login option (BROWSER, AGENT_DN, etc.)\n * @param webRtcEnabled - Whether WebRTC is enabled for the agent\n * @returns true if this is a WebRTC call, false otherwise\n */\nexport const isWebRTCCall = (\n  interaction: Interaction,\n  loginOption: string,\n  webRtcEnabled: boolean\n): boolean => {\n  return (\n    webRtcEnabled &&\n    loginOption === LoginOption.BROWSER &&\n    interaction.mediaType === OUTDIAL_MEDIA_TYPE\n  );\n};\n\n/**\n * Checks if the interaction is a digital outbound (Email/SMS)\n * @param interaction - The interaction object\n * @returns true if this is a digital outbound, false otherwise\n */\nexport const isDigitalOutbound = (interaction: Interaction): boolean => {\n  return (\n    interaction.contactDirection?.type === OUTDIAL_DIRECTION &&\n    interaction.outboundType === OUTBOUND_TYPE &&\n    (interaction.mediaChannel === MEDIA_CHANNEL.EMAIL ||\n      interaction.mediaChannel === MEDIA_CHANNEL.SMS)\n  );\n};\n\n/**\n * Checks if the outdial was initiated by the current agent\n * @param interaction - The interaction object\n * @param agentId - Current agent ID\n * @returns true if agent initiated the outdial, false otherwise\n */\nexport const hasAgentInitiatedOutdial = (interaction: Interaction, agentId: string): boolean => {\n  return (\n    interaction.contactDirection?.type === OUTDIAL_DIRECTION &&\n    interaction.outboundType === OUTBOUND_TYPE &&\n    interaction.callProcessingDetails?.outdialAgentId === agentId &&\n    interaction.owner === agentId &&\n    !interaction.callProcessingDetails?.BLIND_TRANSFER_IN_PROGRESS\n  );\n};\n\n/**\n * Determines if a task should be auto-answered based on interaction data\n * Auto-answer logic handles:\n * 1. WebRTC calls with auto-answer enabled in agent profile\n * 2. Agent-initiated WebRTC outdial calls\n * 3. Agent-initiated digital outbound (Email/SMS) without previous transfers\n *\n * @param taskData - The task data\n * @param agentId - Current agent ID\n * @param loginOption - Agent's login option\n * @param webRtcEnabled - Whether WebRTC is enabled for the agent\n * @returns true if task should be auto-answered, false otherwise\n */\nexport const shouldAutoAnswerTask = (\n  taskData: TaskData,\n  agentId: string,\n  loginOption: string,\n  webRtcEnabled: boolean\n): boolean => {\n  const {interaction} = taskData;\n\n  if (!interaction || !agentId) {\n    return false;\n  }\n\n  // Check if auto-answer is enabled for this agent\n  const autoAnswerEnabled = isAutoAnswerEnabled(interaction, agentId);\n\n  // Check if this is an agent-initiated outdial\n  const agentInitiatedOutdial = hasAgentInitiatedOutdial(interaction, agentId);\n\n  // WebRTC telephony calls\n  if (isWebRTCCall(interaction, loginOption, webRtcEnabled)) {\n    return autoAnswerEnabled || agentInitiatedOutdial;\n  }\n\n  // Digital outbound (Email/SMS)\n  if (isDigitalOutbound(interaction) && agentInitiatedOutdial) {\n    // Don't auto-answer if task has been transferred (has previous vteams)\n    const hasPreviousVteams = interaction.previousVTeams && interaction.previousVTeams.length > 0;\n\n    return !hasPreviousVteams;\n  }\n\n  return false;\n};\n\n/**\n * Gets the consult media resource ID for switch-call operations.\n * Searches for the consult media leg in the interaction.\n *\n * @param interaction - The interaction object\n * @param consultMediaResourceId - The consult media resource ID from task data\n * @param agentId - Current agent ID\n * @returns The consult media resource ID or undefined\n */\nexport const getConsultMediaResourceId = (\n  interaction: Interaction | undefined,\n  consultMediaResourceId: string | undefined,\n  agentId: string | undefined\n): string | undefined => {\n  // First priority: use consultMediaResourceId from task data if available\n  if (consultMediaResourceId) 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+{"version":3,"names":["_types","require","_constants","_types2","_constants2","getIsCustomerInCall","interaction","interactionId","mainCallMedia","media","participants","some","participantId","participant","pType","PARTICIPANT_TYPE","CUSTOMER","hasLeft","exports","getConferenceParticipantsCount","count","SUPERVISOR","VVA","getIsConsultInProgressForConferenceControls","mainCallId","selfAgentId","mainParticipants","Array","isArray","length","mainSet","Set","Object","values","m","mType","p","consultLegActive","consultState","isConsulted","currentState","has","getIsConsultedAgentForControls","taskData","context","isConsultingState","Boolean","consultInitiator","getServerHoldStateForControls","fallbackTaskData","undefined","isHold","mediaId","mediaResourceId","isPrimary","task","agentId","data","owner","isParticipantInMainInteraction","mediaObj","MEDIA_TYPE_MAIN_CALL","includes","checkParticipantNotInInteraction","getIsConferenceInProgress","mainInteractionId","mediaMainCall","participantsInMainCall","agentParticipants","forEach","add","size","isSecondaryAgent","callProcessingDetails","relationshipType","parentInteractionId","isSecondaryEpDnAgent","mediaType","isAutoAnswerEnabled","autoAnswerEnabled","isWebRTCCall","loginOption","webRtcEnabled","LoginOption","BROWSER","OUTDIAL_MEDIA_TYPE","isDigitalOutbound","contactDirection","type","OUTDIAL_DIRECTION","outboundType","OUTBOUND_TYPE","mediaChannel","MEDIA_CHANNEL","EMAIL","SMS","hasAgentInitiatedOutdial","outdialAgentId","BLIND_TRANSFER_IN_PROGRESS","shouldAutoAnswerTask","agentInitiatedOutdial","hasPreviousVteams","previousVTeams","getConsultMediaResourceId","consultMediaResourceId","entries"],"sources":["TaskUtils.ts"],"sourcesContent":["/* eslint-disable import/prefer-default-export */\nimport {Interaction, ITask, TaskData, MEDIA_CHANNEL} from './types';\nimport {OUTDIAL_DIRECTION, OUTDIAL_MEDIA_TYPE, OUTBOUND_TYPE} from '../../constants';\nimport {LoginOption} from '../../types';\nimport {PARTICIPANT_TYPE, MEDIA_TYPE_MAIN_CALL} from './state-machine/constants';\nimport {TaskContext} from './state-machine/types';\n\n/**\n * Checks if the customer is still in the call (not left)\n *\n * @param interaction - 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The task to check\n * @param agentId - The agent ID to check\n * @returns true if the agent is not in the interaction or has left, false otherwise\n */\nexport const checkParticipantNotInInteraction = (task: ITask, agentId: string): boolean => {\n  if (!task?.data?.interaction?.participants) {\n    return true;\n  }\n  const {data} = task;\n\n  return (\n    !(agentId in data.interaction.participants) ||\n    (agentId in data.interaction.participants && data.interaction.participants[agentId].hasLeft)\n  );\n};\n\n/**\n * Determines if a conference is currently in progress based on the number of active agent participants\n * @param data - The task data to check for conference status\n * @returns true if there are 2 or more active agent participants in the main call, false otherwise\n *\n * For Agent B (consulted agent), their task's interactionId may be different from the main call.\n * We use mainInteractionId from the interaction if available, otherwise fallback to interactionId.\n */\nexport const getIsConferenceInProgress = (data: TaskData): boolean => {\n  if (!data.interaction) return false;\n\n  const mainCallId = data.interaction.mainInteractionId || data.interactionId;\n  const mediaMainCall = data.interaction.media?.[mainCallId];\n  const participantsInMainCall = new Set(mediaMainCall?.participants);\n  const {participants} = data.interaction;\n\n  const agentParticipants = new Set();\n  participantsInMainCall.forEach((participantId: string) => {\n    const participant = participants[participantId];\n    if (\n      participant &&\n      participant.pType !== PARTICIPANT_TYPE.CUSTOMER &&\n      participant.pType !== PARTICIPANT_TYPE.SUPERVISOR &&\n      participant.pType !== PARTICIPANT_TYPE.VVA &&\n      !participant.hasLeft\n    ) {\n      agentParticipants.add(participantId);\n    }\n  });\n\n  return agentParticipants.size >= 2;\n};\n\n/**\n * Checks if the current agent is a secondary agent in a consultation scenario.\n * Secondary agents are those who were consulted (not the original call owner).\n * @param task - The task object containing interaction details\n * @returns true if this is a secondary agent (consulted party), false otherwise\n */\nexport const isSecondaryAgent = (interaction: Interaction): boolean => {\n  if (!interaction.callProcessingDetails) {\n    return false;\n  }\n\n  return (\n    interaction.callProcessingDetails.relationshipType === 'consult' &&\n    !!interaction.callProcessingDetails.parentInteractionId &&\n    interaction.callProcessingDetails.parentInteractionId !== interaction.interactionId\n  );\n};\n\n/**\n * Checks if the current agent is a secondary EP-DN (Entry Point Dial Number) agent.\n * This is specifically for telephony consultations to external numbers/entry points.\n * @param interaction - The interaction object\n * @returns true if this is a secondary EP-DN agent in telephony consultation, false otherwise\n */\nexport const isSecondaryEpDnAgent = (interaction: Interaction): boolean => {\n  return interaction.mediaType === 'telephony' && isSecondaryAgent(interaction);\n};\n\n/**\n * Checks if auto-answer is enabled for the agent participant\n * @param interaction - 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WebRTC calls with auto-answer enabled in agent profile\n * 2. Agent-initiated WebRTC outdial calls\n * 3. Agent-initiated digital outbound (Email/SMS) without previous transfers\n *\n * @param taskData - The task data\n * @param agentId - Current agent ID\n * @param loginOption - Agent's login option\n * @param webRtcEnabled - Whether WebRTC is enabled for the agent\n * @returns true if task should be auto-answered, false otherwise\n */\nexport const shouldAutoAnswerTask = (\n  taskData: TaskData,\n  agentId: string,\n  loginOption: string,\n  webRtcEnabled: boolean\n): boolean => {\n  const {interaction} = taskData;\n\n  if (!interaction || !agentId) {\n    return false;\n  }\n\n  // Check if auto-answer is enabled for this agent\n  const autoAnswerEnabled = isAutoAnswerEnabled(interaction, agentId);\n\n  // Check if this is an agent-initiated outdial\n  const agentInitiatedOutdial = hasAgentInitiatedOutdial(interaction, agentId);\n\n  // WebRTC telephony calls\n  if (isWebRTCCall(interaction, loginOption, webRtcEnabled)) {\n    return autoAnswerEnabled || agentInitiatedOutdial;\n  }\n\n  // Digital outbound (Email/SMS)\n  if (isDigitalOutbound(interaction) && agentInitiatedOutdial) {\n    // Don't auto-answer if task has been transferred (has previous vteams)\n    const hasPreviousVteams = interaction.previousVTeams && interaction.previousVTeams.length > 0;\n\n    return !hasPreviousVteams;\n  }\n\n  return false;\n};\n\n/**\n * Gets the consult media resource ID for switch-call operations.\n * Searches for the consult media leg in the interaction.\n *\n * @param interaction - The interaction object\n * @param consultMediaResourceId - The consult media resource ID from task data\n * @param agentId - Current agent ID\n * @returns The consult media resource ID or undefined\n */\nexport const getConsultMediaResourceId = (\n  interaction: Interaction | undefined,\n  consultMediaResourceId: string | undefined,\n  agentId: string | undefined\n): string | undefined => {\n  // First priority: use consultMediaResourceId from task data if available\n  if (consultMediaResourceId) 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package/dist/services/task/state-machine/TaskStateMachine.js

@@ -112,11 +112,16 @@ 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]: {
             target: _constants.TaskState.CONSULTING,
-            actions: ['updateTaskData', 'setConsultInitiator', 'setConsultDestination', 'setConsultFromConference', 'setConsultAgentJoined', 'emitTaskConsultAccepted', 'emitTaskConsulting']
+            actions: ['setConsultInitiator', 'setConsultDestination', 'setConsultFromConference', 'setConsultAgentJoined', 'updateTaskData', 'emitTaskConsultAccepted', 'emitTaskConsulting']
           }
         }
       },
@@ -165,12 +170,12 @@ 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]: [{
             target: _constants.TaskState.CONSULTING,
-            actions: ['updateTaskData', 'setConsultAgentJoined', 'emitTaskConsultAccepted', 'emitTaskConsulting']
+            actions: ['setConsultAgentJoined', 'setConsultDestination', 'updateTaskData', 'emitTaskConsultAccepted', 'emitTaskConsulting']
           }],
           // agentOfferConsult happens only on the receiver side of consult
           [_constants.TaskEvent.OFFER_CONSULT]: {
@@ -192,11 +197,16 @@ function getTaskStateMachineConfig(uiControlConfig) {
       },
       [_constants.TaskState.CONNECTED]: {
         on: {
+          // AgentConsultConferenced / ParticipantJoinedConference can arrive while connected.
+          [_constants.TaskEvent.CONFERENCE_START]: {
+            target: _constants.TaskState.CONFERENCING,
+            actions: ['updateTaskData', 'syncTaskDataFromEvent', 'clearConsultState', 'emitTaskConferenceStarted']
+          },
           // AgentConsulting may arrive while machine is CONNECTED (EP-DN/event ordering).
           // Derive consultInitiator from payload so controls are set correctly.
           [_constants.TaskEvent.CONSULTING_ACTIVE]: {
             target: _constants.TaskState.CONSULTING,
-            actions: ['updateTaskData', 'setConsultInitiator', 'setConsultDestination', 'setConsultAgentJoined', 'emitTaskConsultAccepted', 'emitTaskConsulting']
+            actions: ['setConsultInitiator', 'setConsultDestination', 'setConsultAgentJoined', 'updateTaskData', 'emitTaskConsultAccepted', 'emitTaskConsulting']
           },
           // AgentContactAssigned can be resent after consult transfers; keep context in sync
           [_constants.TaskEvent.ASSIGN]: {
@@ -273,6 +283,17 @@ function getTaskStateMachineConfig(uiControlConfig) {
       },
       [_constants.TaskState.HELD]: {
         on: {
+          // Conference can be merged while this agent is in held state after refresh/recovery.
+          [_constants.TaskEvent.CONFERENCE_START]: {
+            target: _constants.TaskState.CONFERENCING,
+            actions: ['updateTaskData', 'syncTaskDataFromEvent', 'clearConsultState', 'emitTaskConferenceStarted']
+          },
+          [_constants.TaskEvent.PAUSE_RECORDING]: {
+            actions: ['updateTaskData', 'setRecordingState', 'emitTaskRecordingPaused']
+          },
+          [_constants.TaskEvent.RESUME_RECORDING]: {
+            actions: ['updateTaskData', 'setRecordingState', 'emitTaskRecordingResumed']
+          },
           // Click of the unhold button
           [_constants.TaskEvent.UNHOLD_INITIATED]: {
             target: _constants.TaskState.RESUME_INITIATING
@@ -376,20 +397,48 @@ function getTaskStateMachineConfig(uiControlConfig) {
         on: {
           // AgentConsulting updates consulted agent arrival
           [_constants.TaskEvent.CONSULTING_ACTIVE]: {
-            actions: ['updateTaskData', 'setConsultAgentJoined', 'setConsultDestination', 'emitTaskConsulting']
+            actions: ['setConsultAgentJoined', 'setConsultDestination', 'updateTaskData', 'emitTaskConsulting']
           },
           // AgentConsultEnded
           [_constants.TaskEvent.CONSULT_END]: [{
-            // Initiator returning to conference (flag set OR backend still shows conference)
+            // Initiator returning to conference only while conference is still active.
             guard: ({
               context,
               event
-            }) => context.consultInitiator === true && (context.consultFromConference === true || _guards.guards.conferenceInProgressFromEvent({
+            }) => context.consultInitiator === true && _guards.guards.conferenceInProgressFromEvent({
               context,
               event
-            })),
+            }),
             target: _constants.TaskState.CONFERENCING,
             actions: ['updateTaskData', 'clearConsultState', 'emitTaskConsultEnd']
+          }, {
+            // Conference consult ended after conference downgrade while main leg is held.
+            guard: ({
+              context,
+              event
+            }) => context.consultInitiator === true && context.consultFromConference === true && !_guards.guards.conferenceInProgressFromEvent({
+              context,
+              event
+            }) && _guards.guards.isConferenceHoldParticipantFromEvent({
+              context,
+              event
+            }),
+            target: _constants.TaskState.HELD,
+            actions: ['updateTaskData', 'clearConsultState', 'emitTaskConsultEnd']
+          }, {
+            // Conference consult ended after conference downgrade while main leg is connected.
+            guard: ({
+              context,
+              event
+            }) => context.consultInitiator === true && context.consultFromConference === true && !_guards.guards.conferenceInProgressFromEvent({
+              context,
+              event
+            }) && !_guards.guards.isConferenceHoldParticipantFromEvent({
+              context,
+              event
+            }),
+            target: _constants.TaskState.CONNECTED,
+            actions: ['updateTaskData', 'clearConsultState', 'emitTaskConsultEnd']
           }, {
             // Initiator already switched back to the main/customer leg
             guard: ({
@@ -398,15 +447,17 @@ function getTaskStateMachineConfig(uiControlConfig) {
             target: _constants.TaskState.CONNECTED,
             actions: ['updateTaskData', 'clearConsultState', 'emitTaskConsultEnd']
           }, {
-            // Customer left during consult → WRAPPING_UP
+            // Interaction terminated during consult (customer left) → WRAPPING_UP
             guard: ({
               context,
               event
             }) => {
+              // if (context.consultInitiator !== true) return false;
+              // const taskData = getTaskDataFromEvent(event);
               const taskData = (0, _guards.getTaskDataFromEvent)(event);
               const cpd = taskData?.interaction?.callProcessingDetails;
               if (cpd?.hasCustomerLeft !== 'true') return false;
-              return (0, _guards.shouldWrapUpForThisAgent)(context, taskData);
+              return taskData?.interaction?.isTerminated === true && (0, _guards.shouldWrapUpForThisAgent)(context, taskData);
             },
             target: _constants.TaskState.WRAPPING_UP,
             actions: ['updateTaskData', 'markEnded', 'clearConsultState', 'emitTaskWrapup', 'requestCleanup']
@@ -553,12 +604,24 @@ function getTaskStateMachineConfig(uiControlConfig) {
           }, {
             actions: ['updateTaskData', 'clearConsultState']
           }],
-          [_constants.TaskEvent.HOLD_SUCCESS]: {
+          [_constants.TaskEvent.HOLD_SUCCESS]: [{
+            // Conference already downgraded (no other agents) and backend hold arrives.
+            // Move to HELD so the UI renders resume action.
+            guard: _guards.guards.shouldDowngradeConferenceToConnected,
+            target: _constants.TaskState.HELD,
             actions: ['updateTaskData', 'setHoldState', 'emitTaskHold']
-          },
-          [_constants.TaskEvent.UNHOLD_SUCCESS]: {
+          }, {
+            actions: ['updateTaskData', 'setHoldState', 'emitTaskHold']
+          }],
+          [_constants.TaskEvent.UNHOLD_SUCCESS]: [{
+            // Conference already downgraded (no other agents) and backend unhold arrives.
+            // Move to CONNECTED so hold action is available again.
+            guard: _guards.guards.shouldDowngradeConferenceToConnected,
+            target: _constants.TaskState.CONNECTED,
             actions: ['updateTaskData', 'syncTaskDataFromEvent', 'setHoldState', 'emitTaskResume']
-          },
+          }, {
+            actions: ['updateTaskData', 'syncTaskDataFromEvent', 'setHoldState', 'emitTaskResume']
+          }],
           // Start a new consult from within an active conference
           [_constants.TaskEvent.CONSULT]: {
             target: _constants.TaskState.CONSULT_INITIATING,