@webex/contact-center 3.12.0-task-refactor.7 → 3.12.0-task-refactor.9

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

@@ -1 +1 @@
-{"version":3,"names":["_events","require","_xstate","_types","_constants","_constants2","_Utils","_MetricsManager","_interopRequireDefault","_constants3","_loggerProxy","_stateMachine","_uiControlsComputer","_AutoWrapup","e","__esModule","default","Task","EventEmitter","constructor","contact","data","uiControlConfig","wrapupData","agentId","channelType","resolveChannelType","metricsManager","MetricsManager","getInstance","webCallMap","currentUiControls","getDefaultUIControls","initializeStateMachine","setupAutoWrapupTimer","mediaType","interaction","MEDIA_CHANNEL","TELEPHONY","TASK_CHANNEL_TYPE","VOICE","DIGITAL","decline","unsupportedMethodError","pauseRecording","resumeRecording","resumeRecordingPayload","consult","consultPayload","endConsult","consultEndPayload","consultTransfer","consultTransferPayload","consultConference","exitConference","transferConference","switchCall","toggleMute","unregisterWebCallListeners","LoggerProxy","log","module","CC_FILE","method","interactionId","cancelAutoWrapupTimer","autoWrapup","clear","undefined","hold","resume","holdResume","uiControls","updateUiControls","forceEmit","nextControls","computeUIControls","shouldEmit","haveUIControlsChanged","emit","TASK_EVENTS","TASK_UI_CONTROLS_UPDATED","machine","createTaskStateMachine","actions","getStateMachineActionOverrides","stateMachineService","createActor","subscribe","snapshot","previousState","lastState","currentState","value","eventType","event","type","state","start","sendStateMachineEvent","send","getCurrentState","getSnapshot","context","stopStateMachine","stop","extractTaskDataFromEvent","taskData","autoAnswerIfNeeded","autoAnswerSupported","voiceVariant","VOICE_VARIANT","WEBRTC","shouldAutoAnswer","isAutoAnswering","info","TASK_FILE","accept","trackEvent","METRIC_EVENT_NAMES","TASK_AUTO_ANSWER_SUCCESS","taskId","isAutoAnswered","TASK_AUTO_ANSWERED","error","updateTaskData","TASK_AUTO_ANSWER_FAILED","message","updateTaskFromEvent","getCommonActionOverrides","getChannelSpecificActionOverrides","createEmitSelfAction","taskEvent","syncTaskDataFromEvent","emitTaskIncoming","TASK_INCOMING","emitTaskHydrate","TASK_HYDRATE","emitTaskOfferContact","TASK_OFFER_CONTACT","emitTaskAssigned","TASK_ASSIGNED","emitTaskEnd","TASK_END","emitTaskOfferConsult","TASK_OFFER_CONSULT","emitTaskConsultCreated","TASK_CONSULT_CREATED","emitTaskConsulting","isConsulted","TASK_CONSULT_ACCEPTED","TASK_CONSULTING","emitTaskConsultAccepted","emitTaskConsultEnd","TASK_CONSULT_END","emitTaskConsultQueueCancelled","TASK_CONSULT_QUEUE_CANCELLED","emitTaskConsultQueueFailed","TASK_CONSULT_QUEUE_FAILED","emitTaskReject","reason","TASK_REJECT","emitTaskWrapup","shouldEmitWrapup","Boolean","wrapUpRequired","TASK_WRAPUP","emitTaskWrappedup","TASK_WRAPPEDUP","requestAutoAnswer","requestCleanup","TASK_CLEANUP","removeFromCollection","cleanupResources","wrapUpProps","METHODS","SETUP_AUTO_WRAPUP_TIMER","defaultWrapupReason","wrapUpReasonList","find","r","isDefault","intervalMs","autoWrapupInterval","AutoWrapup","allowCancelAutoWrapup","wrapup","wrapUpReason","name","auxCodeId","id","reconcileData","oldData","newData","Object","keys","forEach","key","Array","isArray","methodName","Error","updatedData","shouldOverwrite","transfer","transferPayload","timeEvent","TASK_TRANSFER_SUCCESS","TASK_TRANSFER_FAILED","result","destinationType","DESTINATION_TYPE","QUEUE","vteamTransfer","blindTransfer","destination","to","isConsultTransfer","getCommonTrackingFieldForAQMResponse","detailedError","getErrorDetails","toString","getCommonTrackingFieldForAQMResponseFailed","details","end","requestInteractionId","mainInteractionId","TASK_END_SUCCESS","TASK_END_FAILED","response","wrapupPayload","TASK_WRAPUP_SUCCESS","TASK_WRAPUP_FAILED","length","wrapUpCode","exports"],"sources":["Task.ts"],"sourcesContent":["import {EventEmitter} from 'events';\nimport {createActor} from 'xstate';\nimport type {ActorRefFrom, SnapshotFrom} from 'xstate';\nimport {\n  ITask,\n  TaskData,\n  TaskResponse,\n  WrapupPayLoad,\n  TaskId,\n  TransferPayLoad,\n  DESTINATION_TYPE,\n  TASK_EVENTS,\n  TaskUIControls,\n  ConsultEndPayload,\n  ConsultPayload,\n  ConsultTransferPayLoad,\n  ResumeRecordingPayload,\n  MEDIA_CHANNEL,\n  TASK_CHANNEL_TYPE,\n  VOICE_VARIANT,\n  CallId,\n} from './types';\nimport {METHODS} from './constants';\nimport {CC_FILE, TASK_FILE} from '../../constants';\nimport {getErrorDetails} from '../core/Utils';\nimport routingContact from './contact';\nimport MetricsManager from '../../metrics/MetricsManager';\nimport {METRIC_EVENT_NAMES} from '../../metrics/constants';\nimport LoggerProxy from '../../logger-proxy';\nimport {createTaskStateMachine, TaskState} from './state-machine';\nimport type {\n  TaskEventPayload,\n  TaskStateMachine,\n  UIControlConfig,\n  TaskContext,\n  TaskActionsMap,\n  TaskActionArgs,\n} from './state-machine';\nimport {\n  computeUIControls,\n  getDefaultUIControls,\n  haveUIControlsChanged,\n} from './state-machine/uiControlsComputer';\nimport AutoWrapup from './AutoWrapup';\nimport {WrapupData} from '../config/types';\n\ntype UIControlConfigInput = Omit<UIControlConfig, 'channelType'> & {\n  channelType?: UIControlConfig['channelType'];\n};\n\nexport default abstract class Task extends EventEmitter implements ITask {\n  protected contact: ReturnType<typeof routingContact>;\n  protected metricsManager: MetricsManager;\n  public stateMachineService?: ActorRefFrom<TaskStateMachine>;\n  public data: TaskData;\n  public webCallMap: Record<TaskId, CallId>;\n  public state?: SnapshotFrom<TaskStateMachine>;\n  private lastState?: TaskState;\n  protected currentUiControls: TaskUIControls;\n  protected uiControlConfig: UIControlConfig;\n  protected wrapupData?: WrapupData;\n  public autoWrapup?: AutoWrapup;\n  protected agentId?: string;\n\n  constructor(\n    contact: ReturnType<typeof routingContact>,\n    data: TaskData,\n    uiControlConfig: UIControlConfigInput,\n    wrapupData?: WrapupData,\n    agentId?: string\n  ) {\n    super();\n    this.contact = contact;\n    this.data = data;\n    const channelType = uiControlConfig.channelType ?? Task.resolveChannelType(data);\n    // Include agentId in the config for ownership checks (transfer conference)\n    this.uiControlConfig = {...uiControlConfig, channelType, agentId};\n    this.wrapupData = wrapupData;\n    this.agentId = agentId;\n    this.metricsManager = MetricsManager.getInstance();\n    this.webCallMap = {};\n    this.currentUiControls = getDefaultUIControls();\n    this.initializeStateMachine();\n    this.setupAutoWrapupTimer();\n  }\n\n  private static resolveChannelType(data: TaskData): UIControlConfig['channelType'] {\n    const mediaType = data?.interaction?.mediaType ?? MEDIA_CHANNEL.TELEPHONY;\n\n    return mediaType === MEDIA_CHANNEL.TELEPHONY\n      ? TASK_CHANNEL_TYPE.VOICE\n      : TASK_CHANNEL_TYPE.DIGITAL;\n  }\n\n  // Abstract methods that all child classes must implement\n  public abstract accept(): Promise<TaskResponse>;\n\n  // Voice-specific methods with default implementations that throw errors\n  // Voice class will override these with actual implementations\n  public async decline(): Promise<TaskResponse> {\n    this.unsupportedMethodError('decline');\n  }\n\n  public async pauseRecording(): Promise<TaskResponse> {\n    this.unsupportedMethodError('pauseRecording');\n  }\n\n  public async resumeRecording(\n    resumeRecordingPayload: ResumeRecordingPayload\n  ): Promise<TaskResponse> {\n    if (resumeRecordingPayload) {\n      // parameter intentionally unused\n    }\n    this.unsupportedMethodError('resumeRecording');\n  }\n\n  public async consult(consultPayload: ConsultPayload): Promise<TaskResponse> {\n    if (consultPayload) {\n      // parameter intentionally unused\n    }\n    this.unsupportedMethodError('consult');\n  }\n\n  public async endConsult(consultEndPayload: ConsultEndPayload): Promise<TaskResponse> {\n    if (consultEndPayload) {\n      // parameter intentionally unused\n    }\n    this.unsupportedMethodError('endConsult');\n  }\n\n  public async consultTransfer(\n    consultTransferPayload?: ConsultTransferPayLoad\n  ): Promise<TaskResponse> {\n    if (consultTransferPayload) {\n      // parameter intentionally unused\n    }\n    this.unsupportedMethodError('consultTransfer');\n  }\n\n  public async consultConference(): Promise<TaskResponse> {\n    this.unsupportedMethodError('consultConference');\n  }\n\n  public async exitConference(): Promise<TaskResponse> {\n    this.unsupportedMethodError('exitConference');\n  }\n\n  public async transferConference(): Promise<TaskResponse> {\n    this.unsupportedMethodError('transferConference');\n  }\n\n  public async switchCall(): Promise<TaskResponse> {\n    this.unsupportedMethodError('switchCall');\n  }\n\n  public async toggleMute(): Promise<void> {\n    this.unsupportedMethodError('toggleMute');\n  }\n\n  public unregisterWebCallListeners(): void {\n    // Default implementation - child classes can override\n    LoggerProxy.log('unregisterWebCallListeners called', {\n      module: CC_FILE,\n      method: 'unregisterWebCallListeners',\n      interactionId: this.data?.interactionId,\n    });\n  }\n\n  /**\n   * Cancel any in-progress auto wrap-up timer.\n   * Base implementation just clears the timer reference so subclasses inherit the behavior.\n   */\n  public cancelAutoWrapupTimer(): void {\n    if (this.autoWrapup) {\n      this.autoWrapup.clear();\n      this.autoWrapup = undefined;\n      LoggerProxy.log('Auto wrap-up timer cancelled', {\n        module: CC_FILE,\n        method: 'cancelAutoWrapupTimer',\n        interactionId: this.data?.interactionId,\n      });\n    }\n  }\n\n  // Voice tasks use holdResume(), but provide separate methods for interface compliance\n  public async hold(): Promise<TaskResponse> {\n    this.unsupportedMethodError('hold');\n  }\n\n  public async resume(): Promise<TaskResponse> {\n    this.unsupportedMethodError('resume');\n  }\n\n  public async holdResume(): Promise<TaskResponse> {\n    this.unsupportedMethodError('holdResume');\n  }\n\n  /**\n   * Latest UI controls derived from state machine state and context.\n   */\n  public get uiControls(): TaskUIControls {\n    return this.currentUiControls;\n  }\n\n  protected updateUiControls(forceEmit = false): void {\n    const nextControls = this.computeUIControls();\n    const shouldEmit = forceEmit || haveUIControlsChanged(this.currentUiControls, nextControls);\n    this.currentUiControls = nextControls;\n\n    if (shouldEmit) {\n      this.emit(TASK_EVENTS.TASK_UI_CONTROLS_UPDATED, this.currentUiControls);\n    }\n  }\n\n  /**\n   * Initialize the state machine\n   */\n  private initializeStateMachine(): void {\n    const machine: TaskStateMachine = createTaskStateMachine(this.uiControlConfig, {\n      actions: this.getStateMachineActionOverrides(),\n    });\n\n    this.stateMachineService = createActor(machine);\n\n    this.stateMachineService.subscribe((snapshot) => {\n      const previousState = this.lastState;\n      const currentState = snapshot.value as TaskState;\n      LoggerProxy.log(`State machine transition: ${previousState || 'N/A'} -> ${currentState}`, {\n        module: CC_FILE,\n        method: 'onTransition',\n        // @ts-ignore - snapshot may include event detail depending on XState version\n        eventType: (snapshot as any)?.event?.type,\n      });\n      this.lastState = currentState;\n      this.state = snapshot;\n\n      this.updateUiControls(previousState !== currentState);\n    });\n\n    this.stateMachineService.start();\n    this.updateUiControls(true);\n  }\n\n  /**\n   * Send an event to the state machine\n   */\n  public sendStateMachineEvent(event: TaskEventPayload): void {\n    if (this.stateMachineService) {\n      LoggerProxy.log(`Sending state machine event: ${event?.type}`, {\n        module: CC_FILE,\n        method: 'sendStateMachineEvent',\n        interactionId: this.data?.interactionId,\n      });\n\n      this.stateMachineService.send(event);\n    }\n  }\n\n  /**\n   * Get the current state machine state\n   */\n  protected getCurrentState(): TaskState | undefined {\n    return this.stateMachineService?.getSnapshot()?.value as TaskState;\n  }\n\n  /**\n   * Compute UI controls based on current state machine state.\n   *\n   * @returns UI control states for all task actions\n   */\n  protected computeUIControls(): TaskUIControls {\n    const snapshot = this.stateMachineService?.getSnapshot?.();\n\n    if (!snapshot) {\n      return getDefaultUIControls();\n    }\n\n    const currentState = snapshot.value as TaskState;\n    const context = snapshot.context as TaskContext;\n\n    return computeUIControls(currentState, context, this.data);\n  }\n\n  /**\n   * Stop the state machine service\n   */\n  protected stopStateMachine(): void {\n    if (this.stateMachineService) {\n      this.stateMachineService.stop();\n      this.stateMachineService = undefined;\n    }\n  }\n\n  private static extractTaskDataFromEvent(event?: TaskEventPayload): TaskData | undefined {\n    if (!event || typeof event !== 'object') {\n      return undefined;\n    }\n\n    if ('taskData' in event) {\n      return (event as {taskData?: TaskData}).taskData;\n    }\n\n    return undefined;\n  }\n\n  private async autoAnswerIfNeeded(): Promise<void> {\n    if (!this.data) {\n      return;\n    }\n\n    const autoAnswerSupported =\n      this.uiControlConfig.channelType === TASK_CHANNEL_TYPE.DIGITAL ||\n      this.uiControlConfig.voiceVariant === VOICE_VARIANT.WEBRTC;\n\n    if (!autoAnswerSupported) {\n      return;\n    }\n\n    const shouldAutoAnswer = this.data.isAutoAnswering === true;\n\n    if (!shouldAutoAnswer) {\n      return;\n    }\n\n    LoggerProxy.info(`Auto-answering task`, {\n      module: TASK_FILE,\n      method: 'autoAnswerIfNeeded',\n      interactionId: this.data.interactionId,\n    });\n\n    try {\n      await this.accept();\n      LoggerProxy.info(`Task auto-answered successfully`, {\n        module: TASK_FILE,\n        method: 'autoAnswerIfNeeded',\n        interactionId: this.data.interactionId,\n      });\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_AUTO_ANSWER_SUCCESS,\n        {\n          taskId: this.data.interactionId,\n          mediaType: this.data.interaction.mediaType,\n          isAutoAnswered: true,\n        },\n        ['behavioral', 'operational']\n      );\n\n      this.emit(TASK_EVENTS.TASK_AUTO_ANSWERED, this);\n    } catch (error) {\n      this.updateTaskData({...this.data, isAutoAnswering: false});\n      LoggerProxy.error(`Failed to auto-answer task`, {\n        module: TASK_FILE,\n        method: 'autoAnswerIfNeeded',\n        interactionId: this.data.interactionId,\n        error,\n      });\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_AUTO_ANSWER_FAILED,\n        {\n          taskId: this.data.interactionId,\n          mediaType: this.data.interaction.mediaType,\n          error: error?.message || 'Unknown error',\n          isAutoAnswered: false,\n        },\n        ['behavioral', 'operational']\n      );\n    }\n  }\n\n  private updateTaskFromEvent(event?: TaskEventPayload): void {\n    const taskData = Task.extractTaskDataFromEvent(event);\n    if (taskData) {\n      this.updateTaskData(taskData);\n    }\n  }\n\n  protected getStateMachineActionOverrides(): Partial<TaskActionsMap> {\n    return {\n      ...this.getCommonActionOverrides(),\n      ...this.getChannelSpecificActionOverrides(),\n    };\n  }\n\n  protected getChannelSpecificActionOverrides(): Partial<TaskActionsMap> {\n    return {};\n  }\n\n  protected createEmitSelfAction(\n    taskEvent: TASK_EVENTS,\n    {updateTaskData = false}: {updateTaskData?: boolean} = {}\n  ) {\n    return ({event}: TaskActionArgs) => {\n      if (updateTaskData) {\n        this.updateTaskFromEvent(event);\n      }\n      LoggerProxy.info(`Emitting task event ${taskEvent}`, {\n        module: TASK_FILE,\n        method: 'emitTaskEvent',\n        interactionId: this.data?.interactionId,\n      });\n      this.emit(taskEvent, this);\n    };\n  }\n\n  private getCommonActionOverrides(): Partial<TaskActionsMap> {\n    return {\n      syncTaskDataFromEvent: ({event}: {event: TaskEventPayload}) => {\n        this.updateTaskFromEvent(event);\n      },\n      emitTaskIncoming: this.createEmitSelfAction(TASK_EVENTS.TASK_INCOMING, {\n        updateTaskData: true,\n      }),\n      emitTaskHydrate: this.createEmitSelfAction(TASK_EVENTS.TASK_HYDRATE, {\n        updateTaskData: true,\n      }),\n      emitTaskOfferContact: this.createEmitSelfAction(TASK_EVENTS.TASK_OFFER_CONTACT, {\n        updateTaskData: true,\n      }),\n      emitTaskAssigned: this.createEmitSelfAction(TASK_EVENTS.TASK_ASSIGNED, {\n        updateTaskData: true,\n      }),\n      emitTaskEnd: this.createEmitSelfAction(TASK_EVENTS.TASK_END, {updateTaskData: true}),\n      emitTaskOfferConsult: this.createEmitSelfAction(TASK_EVENTS.TASK_OFFER_CONSULT, {\n        updateTaskData: true,\n      }),\n      emitTaskConsultCreated: this.createEmitSelfAction(TASK_EVENTS.TASK_CONSULT_CREATED, {\n        updateTaskData: true,\n      }),\n      emitTaskConsulting: ({event}: TaskActionArgs) => {\n        this.updateTaskFromEvent(event);\n        if (this.data.isConsulted) {\n          this.emit(TASK_EVENTS.TASK_CONSULT_ACCEPTED, this);\n        } else {\n          this.emit(TASK_EVENTS.TASK_CONSULTING, this);\n        }\n      },\n      emitTaskConsultAccepted: this.createEmitSelfAction(TASK_EVENTS.TASK_CONSULT_ACCEPTED),\n      emitTaskConsultEnd: this.createEmitSelfAction(TASK_EVENTS.TASK_CONSULT_END, {\n        updateTaskData: true,\n      }),\n      emitTaskConsultQueueCancelled: this.createEmitSelfAction(\n        TASK_EVENTS.TASK_CONSULT_QUEUE_CANCELLED,\n        {\n          updateTaskData: true,\n        }\n      ),\n      emitTaskConsultQueueFailed: this.createEmitSelfAction(TASK_EVENTS.TASK_CONSULT_QUEUE_FAILED, {\n        updateTaskData: true,\n      }),\n      emitTaskReject: ({event}: TaskActionArgs) => {\n        this.updateTaskFromEvent(event);\n        const reason =\n          event && typeof event === 'object' && 'reason' in event\n            ? (event as {reason?: string}).reason\n            : undefined;\n        this.emit(TASK_EVENTS.TASK_REJECT, reason);\n      },\n      emitTaskWrapup: ({event}: {event?: TaskEventPayload}) => {\n        this.updateTaskFromEvent(event);\n\n        const shouldEmitWrapup = Boolean(this.data.wrapUpRequired);\n        if (!shouldEmitWrapup) {\n          LoggerProxy.info(`Skipping task:wrapup event - wrapUpRequired is false`, {\n            module: TASK_FILE,\n            method: 'emitTaskEvent',\n            interactionId: this.data?.interactionId,\n          });\n\n          return;\n        }\n        LoggerProxy.info(`Emitting task event ${TASK_EVENTS.TASK_WRAPUP}`, {\n          module: TASK_FILE,\n          method: 'emitTaskEvent',\n          interactionId: this.data?.interactionId,\n        });\n        this.emit(TASK_EVENTS.TASK_WRAPUP, this);\n      },\n      emitTaskWrappedup: this.createEmitSelfAction(TASK_EVENTS.TASK_WRAPPEDUP, {\n        updateTaskData: true,\n      }),\n      requestAutoAnswer: ({event}: TaskActionArgs) => {\n        if (event) {\n          // parameter intentionally unused\n        }\n        this.autoAnswerIfNeeded();\n      },\n      requestCleanup: () => {\n        this.emit(TASK_EVENTS.TASK_CLEANUP, this, {removeFromCollection: false});\n      },\n      cleanupResources: () => {\n        this.emit(TASK_EVENTS.TASK_CLEANUP, this, {removeFromCollection: true});\n      },\n    };\n  }\n\n  /**\n   * Sets up the automatic wrap-up timer if wrap-up is required\n   */\n  protected setupAutoWrapupTimer(): void {\n    if (\n      this.data.wrapUpRequired &&\n      !this.autoWrapup &&\n      this.wrapupData &&\n      this.wrapupData.wrapUpProps\n    ) {\n      const wrapUpProps = this.wrapupData.wrapUpProps;\n      if (!wrapUpProps || wrapUpProps.autoWrapup === false) {\n        LoggerProxy.info(`Auto wrap-up is not required for this task`, {\n          module: TASK_FILE,\n          method: METHODS.SETUP_AUTO_WRAPUP_TIMER,\n          interactionId: this.data.interactionId,\n        });\n\n        return;\n      }\n      const defaultWrapupReason =\n        wrapUpProps.wrapUpReasonList?.find((r) => r.isDefault) ?? wrapUpProps.wrapUpReasonList?.[0];\n      if (!defaultWrapupReason) {\n        LoggerProxy.error('No wrap-up reason configured', {\n          module: TASK_FILE,\n          method: METHODS.SETUP_AUTO_WRAPUP_TIMER,\n        });\n\n        return;\n      }\n      const intervalMs = wrapUpProps.autoWrapupInterval;\n      if (!intervalMs || intervalMs <= 0) {\n        LoggerProxy.error(`Invalid auto wrap-up interval: ${intervalMs}`, {\n          module: TASK_FILE,\n          method: METHODS.SETUP_AUTO_WRAPUP_TIMER,\n        });\n\n        return;\n      }\n      this.autoWrapup = new AutoWrapup(intervalMs, wrapUpProps.allowCancelAutoWrapup);\n      this.autoWrapup.start(async () => {\n        LoggerProxy.info(`Auto wrap-up timer triggered`, {\n          module: TASK_FILE,\n          method: METHODS.SETUP_AUTO_WRAPUP_TIMER,\n          interactionId: this.data.interactionId,\n        });\n        await this.wrapup({\n          wrapUpReason: defaultWrapupReason.name,\n          auxCodeId: defaultWrapupReason.id,\n        });\n      });\n    }\n  }\n\n  /**\n   * Cancels the automatic wrap-up timer if it's running\n   */\n  private reconcileData(oldData: TaskData, newData: TaskData): TaskData {\n    Object.keys(newData).forEach((key) => {\n      if (newData[key] && typeof newData[key] === 'object' && !Array.isArray(newData[key])) {\n        oldData[key] = this.reconcileData({...oldData[key]}, newData[key]);\n      } else {\n        oldData[key] = newData[key];\n      }\n    });\n\n    return oldData;\n  }\n\n  /**\n   *\n   * @param methodName - The name of the method that is unsupported\n   * @throws Error\n   */\n  protected unsupportedMethodError(methodName: string) {\n    LoggerProxy.error(`Unsupported operation`, {\n      module: 'TASK',\n      method: methodName,\n      interactionId: this.data?.interactionId,\n    });\n    throw new Error(`Unsupported operation: ${methodName}`);\n  }\n\n  /**\n   * This method is used to update the task data.\n   * @param updatedData - TaskData\n   * @param shouldOverwrite - boolean\n   * @example\n   * ```typescript\n   * task.updateTaskData(updatedData, true);\n   * ```\n   */\n  public updateTaskData(updatedData: TaskData, shouldOverwrite = false): ITask {\n    this.data = shouldOverwrite ? updatedData : this.reconcileData(this.data, updatedData);\n    this.updateUiControls();\n    this.setupAutoWrapupTimer();\n\n    return this;\n  }\n\n  /**\n   * This is used to blind transfer or vTeam transfer the task\n   * @param transferPayload\n   * @returns Promise<TaskResponse>\n   * @throws Error\n   * @example\n   * ```typescript\n   * const transferPayload = {\n   *  to: 'myQueueId',\n   *  destinationType: 'queue',\n   * }\n   * task.transfer(transferPayload).then(()=>{}).catch(()=>{});\n   * ```\n   */\n  public async transfer(transferPayload: TransferPayLoad): Promise<TaskResponse> {\n    LoggerProxy.log(`Starting task transfer for taskId:${this.data.interactionId}`, {\n      module: 'Task',\n      method: 'transfer',\n    });\n    try {\n      this.metricsManager.timeEvent([\n        METRIC_EVENT_NAMES.TASK_TRANSFER_SUCCESS,\n        METRIC_EVENT_NAMES.TASK_TRANSFER_FAILED,\n      ]);\n      let result: TaskResponse;\n      if (transferPayload.destinationType === DESTINATION_TYPE.QUEUE) {\n        result = await this.contact.vteamTransfer({\n          interactionId: this.data.interactionId,\n          data: transferPayload,\n        });\n      } else {\n        result = await this.contact.blindTransfer({\n          interactionId: this.data.interactionId,\n          data: transferPayload,\n        });\n      }\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_TRANSFER_SUCCESS,\n        {\n          taskId: this.data.interactionId,\n          destination: transferPayload.to,\n          destinationType: transferPayload.destinationType,\n          isConsultTransfer: false,\n          ...MetricsManager.getCommonTrackingFieldForAQMResponse(result),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n\n      return result;\n    } catch (error) {\n      const {error: detailedError} = getErrorDetails(error, 'transfer', CC_FILE);\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_TRANSFER_FAILED,\n        {\n          taskId: this.data.interactionId,\n          destination: transferPayload.to,\n          destinationType: transferPayload.destinationType,\n          isConsultTransfer: false,\n          error: error.toString(),\n          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(\n            (error as any).details || {}\n          ),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n      throw detailedError;\n    }\n  }\n\n  /**\n   * This is used to end the task.\n   * @returns Promise<TaskResponse>\n   * @throws Error\n   * @example\n   * ```typescript\n   * task.end().then(()=>{}).catch(()=>{})\n   *  ```\n   */\n  public async end(): Promise<TaskResponse> {\n    LoggerProxy.log(`Ending task for taskId:${this.data.interactionId}`, {\n      module: 'Task',\n      method: 'end',\n    });\n    const requestInteractionId =\n      this.data.interaction?.mainInteractionId || this.data.interactionId;\n\n    try {\n      this.metricsManager.timeEvent([\n        METRIC_EVENT_NAMES.TASK_END_SUCCESS,\n        METRIC_EVENT_NAMES.TASK_END_FAILED,\n      ]);\n      const response = await this.contact.end({interactionId: requestInteractionId});\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_END_SUCCESS,\n        {\n          taskId: this.data.interactionId,\n          requestInteractionId,\n          ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n\n      return response;\n    } catch (error) {\n      const {error: detailedError} = getErrorDetails(error, 'end', CC_FILE);\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_END_FAILED,\n        {\n          taskId: this.data.interactionId,\n          requestInteractionId,\n          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(\n            (error as any).details || {}\n          ),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n      throw detailedError;\n    }\n  }\n\n  /**\n   * This is used to wrap up the task.\n   * @param wrapupPayload - WrapupPayLoad\n   * @returns Promise<TaskResponse>\n   * @throws Error\n   * @example\n   * ```typescript\n   * task.wrapup(wrapupPayload).then(()=>{}).catch(()=>{})\n   * ```\n   */\n  public async wrapup(wrapupPayload: WrapupPayLoad): Promise<TaskResponse> {\n    this.cancelAutoWrapupTimer();\n    LoggerProxy.log(`Starting task wrapup for taskId:${this.data.interactionId}`, {\n      module: 'Task',\n      method: 'wrapup',\n    });\n    try {\n      this.metricsManager.timeEvent([\n        METRIC_EVENT_NAMES.TASK_WRAPUP_SUCCESS,\n        METRIC_EVENT_NAMES.TASK_WRAPUP_FAILED,\n      ]);\n      if (!this.data) {\n        throw new Error('No task data available');\n      }\n      if (!wrapupPayload.auxCodeId || wrapupPayload.auxCodeId.length === 0) {\n        throw new Error('AuxCodeId is required');\n      }\n      if (!wrapupPayload.wrapUpReason || wrapupPayload.wrapUpReason.length === 0) {\n        throw new Error('WrapUpReason is required');\n      }\n\n      const response = await this.contact.wrapup({\n        interactionId: this.data.interactionId,\n        data: wrapupPayload,\n      });\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_WRAPUP_SUCCESS,\n        {\n          taskId: this.data.interactionId,\n          wrapUpCode: wrapupPayload.auxCodeId,\n          wrapUpReason: wrapupPayload.wrapUpReason,\n          ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n\n      return response;\n    } catch (error) {\n      const {error: detailedError} = getErrorDetails(error, 'wrapup', CC_FILE);\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_WRAPUP_FAILED,\n        {\n          taskId: this.data.interactionId,\n          wrapUpCode: wrapupPayload.auxCodeId,\n          wrapUpReason: wrapupPayload.wrapUpReason,\n          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(\n            (error as any).details || {}\n          ),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n      throw detailedError;\n    }\n  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{EventEmitter} from 'events';\nimport {createActor} from 'xstate';\nimport type {ActorRefFrom, SnapshotFrom} from 'xstate';\nimport {\n  ITask,\n  TaskData,\n  TaskResponse,\n  WrapupPayLoad,\n  TaskId,\n  TransferPayLoad,\n  DESTINATION_TYPE,\n  TASK_EVENTS,\n  TaskUIControls,\n  ConsultEndPayload,\n  ConsultPayload,\n  ConsultTransferPayLoad,\n  ResumeRecordingPayload,\n  MEDIA_CHANNEL,\n  TASK_CHANNEL_TYPE,\n  VOICE_VARIANT,\n  CallId,\n} from './types';\nimport {METHODS} from './constants';\nimport {CC_FILE, TASK_FILE} from '../../constants';\nimport {getErrorDetails} from '../core/Utils';\nimport routingContact from './contact';\nimport MetricsManager from '../../metrics/MetricsManager';\nimport {METRIC_EVENT_NAMES} from '../../metrics/constants';\nimport LoggerProxy from '../../logger-proxy';\nimport {createTaskStateMachine, TaskState} from './state-machine';\nimport type {\n  TaskEventPayload,\n  TaskStateMachine,\n  UIControlConfig,\n  TaskContext,\n  TaskActionsMap,\n  TaskActionArgs,\n} from './state-machine';\nimport {\n  computeUIControls,\n  getDefaultUIControls,\n  haveUIControlsChanged,\n} from './state-machine/uiControlsComputer';\nimport AutoWrapup from './AutoWrapup';\nimport {WrapupData} from '../config/types';\n\ntype UIControlConfigInput = Omit<UIControlConfig, 'channelType'> & {\n  channelType?: UIControlConfig['channelType'];\n};\n\nexport default abstract class Task extends EventEmitter implements ITask {\n  protected contact: ReturnType<typeof routingContact>;\n  protected metricsManager: MetricsManager;\n  public stateMachineService?: ActorRefFrom<TaskStateMachine>;\n  public data: TaskData;\n  public webCallMap: Record<TaskId, CallId>;\n  public state?: SnapshotFrom<TaskStateMachine>;\n  private lastState?: TaskState;\n  protected currentUiControls: TaskUIControls;\n  protected uiControlConfig: UIControlConfig;\n  protected wrapupData?: WrapupData;\n  public autoWrapup?: AutoWrapup;\n  protected agentId?: string;\n\n  constructor(\n    contact: ReturnType<typeof routingContact>,\n    data: TaskData,\n    uiControlConfig: UIControlConfigInput,\n    wrapupData?: WrapupData,\n    agentId?: string\n  ) {\n    super();\n    this.contact = contact;\n    this.data = data;\n    const channelType = uiControlConfig.channelType ?? Task.resolveChannelType(data);\n    // Include agentId in the config for ownership checks (transfer conference)\n    this.uiControlConfig = {...uiControlConfig, channelType, agentId};\n    this.wrapupData = wrapupData;\n    this.agentId = agentId;\n    this.metricsManager = MetricsManager.getInstance();\n    this.webCallMap = {};\n    this.currentUiControls = getDefaultUIControls();\n    this.initializeStateMachine();\n    this.setupAutoWrapupTimer();\n  }\n\n  private static resolveChannelType(data: TaskData): UIControlConfig['channelType'] {\n    const mediaType = data?.interaction?.mediaType ?? MEDIA_CHANNEL.TELEPHONY;\n\n    return mediaType === MEDIA_CHANNEL.TELEPHONY\n      ? TASK_CHANNEL_TYPE.VOICE\n      : TASK_CHANNEL_TYPE.DIGITAL;\n  }\n\n  // Abstract methods that all child classes must implement\n  public abstract accept(): Promise<TaskResponse>;\n\n  // Voice-specific methods with default implementations that throw errors\n  // Voice class will override these with actual implementations\n  public async decline(): Promise<TaskResponse> {\n    this.unsupportedMethodError('decline');\n  }\n\n  public async pauseRecording(): Promise<TaskResponse> {\n    this.unsupportedMethodError('pauseRecording');\n  }\n\n  public async resumeRecording(\n    resumeRecordingPayload: ResumeRecordingPayload\n  ): Promise<TaskResponse> {\n    if (resumeRecordingPayload) {\n      // parameter intentionally unused\n    }\n    this.unsupportedMethodError('resumeRecording');\n  }\n\n  public async consult(consultPayload: ConsultPayload): Promise<TaskResponse> {\n    if (consultPayload) {\n      // parameter intentionally unused\n    }\n    this.unsupportedMethodError('consult');\n  }\n\n  public async endConsult(consultEndPayload: ConsultEndPayload): Promise<TaskResponse> {\n    if (consultEndPayload) {\n      // parameter intentionally unused\n    }\n    this.unsupportedMethodError('endConsult');\n  }\n\n  public async consultTransfer(\n    consultTransferPayload?: ConsultTransferPayLoad\n  ): Promise<TaskResponse> {\n    if (consultTransferPayload) {\n      // parameter intentionally unused\n    }\n    this.unsupportedMethodError('consultTransfer');\n  }\n\n  public async consultConference(): Promise<TaskResponse> {\n    this.unsupportedMethodError('consultConference');\n  }\n\n  public async exitConference(): Promise<TaskResponse> {\n    this.unsupportedMethodError('exitConference');\n  }\n\n  public async transferConference(): Promise<TaskResponse> {\n    this.unsupportedMethodError('transferConference');\n  }\n\n  public async switchCall(): Promise<TaskResponse> {\n    this.unsupportedMethodError('switchCall');\n  }\n\n  public async toggleMute(): Promise<void> {\n    this.unsupportedMethodError('toggleMute');\n  }\n\n  public unregisterWebCallListeners(): void {\n    // Default implementation - child classes can override\n    LoggerProxy.log('unregisterWebCallListeners called', {\n      module: CC_FILE,\n      method: 'unregisterWebCallListeners',\n      interactionId: this.data?.interactionId,\n    });\n  }\n\n  /**\n   * Cancel any in-progress auto wrap-up timer.\n   * Base implementation just clears the timer reference so subclasses inherit the behavior.\n   */\n  public cancelAutoWrapupTimer(): void {\n    if (this.autoWrapup) {\n      this.autoWrapup.clear();\n      this.autoWrapup = undefined;\n      LoggerProxy.log('Auto wrap-up timer cancelled', {\n        module: CC_FILE,\n        method: 'cancelAutoWrapupTimer',\n        interactionId: this.data?.interactionId,\n      });\n    }\n  }\n\n  // Voice tasks use holdResume(), but provide separate methods for interface compliance\n  public async hold(): Promise<TaskResponse> {\n    this.unsupportedMethodError('hold');\n  }\n\n  public async resume(): Promise<TaskResponse> {\n    this.unsupportedMethodError('resume');\n  }\n\n  public async holdResume(): Promise<TaskResponse> {\n    this.unsupportedMethodError('holdResume');\n  }\n\n  /**\n   * Latest UI controls derived from state machine state and context.\n   */\n  public get uiControls(): TaskUIControls {\n    return this.currentUiControls;\n  }\n\n  protected updateUiControls(forceEmit = false): void {\n    const nextControls = this.computeUIControls();\n    const shouldEmit = forceEmit || haveUIControlsChanged(this.currentUiControls, nextControls);\n    this.currentUiControls = nextControls;\n\n    if (shouldEmit) {\n      this.emit(TASK_EVENTS.TASK_UI_CONTROLS_UPDATED, this.currentUiControls);\n    }\n  }\n\n  /**\n   * Initialize the state machine\n   */\n  private initializeStateMachine(): void {\n    const machine: TaskStateMachine = createTaskStateMachine(this.uiControlConfig, {\n      actions: this.getStateMachineActionOverrides(),\n    });\n\n    this.stateMachineService = createActor(machine);\n\n    this.stateMachineService.subscribe((snapshot) => {\n      const previousState = this.lastState;\n      const currentState = snapshot.value as TaskState;\n      LoggerProxy.log(`State machine transition: ${previousState || 'N/A'} -> ${currentState}`, {\n        module: CC_FILE,\n        method: 'onTransition',\n        // @ts-ignore - snapshot may include event detail depending on XState version\n        eventType: (snapshot as any)?.event?.type,\n      });\n      this.lastState = currentState;\n      this.state = snapshot;\n\n      this.updateUiControls(previousState !== currentState);\n    });\n\n    this.stateMachineService.start();\n    this.updateUiControls(true);\n  }\n\n  /**\n   * Send an event to the state machine\n   */\n  public sendStateMachineEvent(event: TaskEventPayload): void {\n    if (this.stateMachineService) {\n      LoggerProxy.log(`Sending state machine event: ${event?.type}`, {\n        module: CC_FILE,\n        method: 'sendStateMachineEvent',\n        interactionId: this.data?.interactionId,\n      });\n\n      this.stateMachineService.send(event);\n    }\n  }\n\n  /**\n   * Get the current state machine state\n   */\n  protected getCurrentState(): TaskState | undefined {\n    return this.stateMachineService?.getSnapshot()?.value as TaskState;\n  }\n\n  /**\n   * Compute UI controls based on current state machine state.\n   *\n   * @returns UI control states for all task actions\n   */\n  protected computeUIControls(): TaskUIControls {\n    const snapshot = this.stateMachineService?.getSnapshot?.();\n\n    if (!snapshot) {\n      return getDefaultUIControls();\n    }\n\n    const currentState = snapshot.value as TaskState;\n    const context = snapshot.context as TaskContext;\n\n    return computeUIControls(currentState, context, this.data);\n  }\n\n  /**\n   * Stop the state machine service\n   */\n  protected stopStateMachine(): void {\n    if (this.stateMachineService) {\n      this.stateMachineService.stop();\n      this.stateMachineService = undefined;\n    }\n  }\n\n  private static extractTaskDataFromEvent(event?: TaskEventPayload): TaskData | undefined {\n    if (!event || typeof event !== 'object') {\n      return undefined;\n    }\n\n    if ('taskData' in event) {\n      return (event as {taskData?: TaskData}).taskData;\n    }\n\n    return undefined;\n  }\n\n  private async autoAnswerIfNeeded(): Promise<void> {\n    if (!this.data) {\n      return;\n    }\n\n    const autoAnswerSupported =\n      this.uiControlConfig.channelType === TASK_CHANNEL_TYPE.DIGITAL ||\n      this.uiControlConfig.voiceVariant === VOICE_VARIANT.WEBRTC;\n\n    if (!autoAnswerSupported) {\n      return;\n    }\n\n    const shouldAutoAnswer = this.data.isAutoAnswering === true;\n\n    if (!shouldAutoAnswer) {\n      return;\n    }\n\n    LoggerProxy.info(`Auto-answering task`, {\n      module: TASK_FILE,\n      method: 'autoAnswerIfNeeded',\n      interactionId: this.data.interactionId,\n    });\n\n    try {\n      await this.accept();\n      LoggerProxy.info(`Task auto-answered successfully`, {\n        module: TASK_FILE,\n        method: 'autoAnswerIfNeeded',\n        interactionId: this.data.interactionId,\n      });\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_AUTO_ANSWER_SUCCESS,\n        {\n          taskId: this.data.interactionId,\n          mediaType: this.data.interaction.mediaType,\n          isAutoAnswered: true,\n        },\n        ['behavioral', 'operational']\n      );\n\n      this.emit(TASK_EVENTS.TASK_AUTO_ANSWERED, this);\n    } catch (error) {\n      this.updateTaskData({...this.data, isAutoAnswering: false});\n      LoggerProxy.error(`Failed to auto-answer task`, {\n        module: TASK_FILE,\n        method: 'autoAnswerIfNeeded',\n        interactionId: this.data.interactionId,\n        error,\n      });\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_AUTO_ANSWER_FAILED,\n        {\n          taskId: this.data.interactionId,\n          mediaType: this.data.interaction.mediaType,\n          error: error?.message || 'Unknown error',\n          isAutoAnswered: false,\n        },\n        ['behavioral', 'operational']\n      );\n    }\n  }\n\n  private updateTaskFromEvent(event?: TaskEventPayload): void {\n    const taskData = Task.extractTaskDataFromEvent(event);\n    if (taskData) {\n      this.updateTaskData(taskData);\n    }\n  }\n\n  protected getStateMachineActionOverrides(): Partial<TaskActionsMap> {\n    return {\n      ...this.getCommonActionOverrides(),\n      ...this.getChannelSpecificActionOverrides(),\n    };\n  }\n\n  protected getChannelSpecificActionOverrides(): Partial<TaskActionsMap> {\n    return {};\n  }\n\n  protected createEmitSelfAction(\n    taskEvent: TASK_EVENTS,\n    {updateTaskData = false}: {updateTaskData?: boolean} = {}\n  ) {\n    return ({event}: TaskActionArgs) => {\n      if (updateTaskData) {\n        this.updateTaskFromEvent(event);\n      }\n      LoggerProxy.info(`Emitting task event ${taskEvent}`, {\n        module: TASK_FILE,\n        method: 'emitTaskEvent',\n        interactionId: this.data?.interactionId,\n      });\n      this.emit(taskEvent, this);\n    };\n  }\n\n  private getCommonActionOverrides(): Partial<TaskActionsMap> {\n    return {\n      syncTaskDataFromEvent: ({event}: {event: TaskEventPayload}) => {\n        this.updateTaskFromEvent(event);\n      },\n      emitTaskIncoming: this.createEmitSelfAction(TASK_EVENTS.TASK_INCOMING, {\n        updateTaskData: true,\n      }),\n      emitTaskHydrate: this.createEmitSelfAction(TASK_EVENTS.TASK_HYDRATE, {\n        updateTaskData: true,\n      }),\n      emitTaskOfferContact: this.createEmitSelfAction(TASK_EVENTS.TASK_OFFER_CONTACT, {\n        updateTaskData: true,\n      }),\n      emitTaskAssigned: this.createEmitSelfAction(TASK_EVENTS.TASK_ASSIGNED, {\n        updateTaskData: true,\n      }),\n      emitTaskEnd: this.createEmitSelfAction(TASK_EVENTS.TASK_END, {updateTaskData: true}),\n      emitTaskOfferConsult: this.createEmitSelfAction(TASK_EVENTS.TASK_OFFER_CONSULT, {\n        updateTaskData: true,\n      }),\n      emitTaskConsultCreated: this.createEmitSelfAction(TASK_EVENTS.TASK_CONSULT_CREATED, {\n        updateTaskData: true,\n      }),\n      emitTaskConsulting: ({event}: TaskActionArgs) => {\n        this.updateTaskFromEvent(event);\n        if (this.data.isConsulted) {\n          this.emit(TASK_EVENTS.TASK_CONSULT_ACCEPTED, this);\n        } else {\n          this.emit(TASK_EVENTS.TASK_CONSULTING, this);\n        }\n      },\n      emitTaskConsultAccepted: this.createEmitSelfAction(TASK_EVENTS.TASK_CONSULT_ACCEPTED),\n      emitTaskConsultEnd: this.createEmitSelfAction(TASK_EVENTS.TASK_CONSULT_END, {\n        updateTaskData: true,\n      }),\n      emitTaskConsultQueueCancelled: this.createEmitSelfAction(\n        TASK_EVENTS.TASK_CONSULT_QUEUE_CANCELLED,\n        {\n          updateTaskData: true,\n        }\n      ),\n      emitTaskConsultQueueFailed: this.createEmitSelfAction(TASK_EVENTS.TASK_CONSULT_QUEUE_FAILED, {\n        updateTaskData: true,\n      }),\n      emitTaskReject: ({event}: TaskActionArgs) => {\n        this.updateTaskFromEvent(event);\n        const reason =\n          event && typeof event === 'object' && 'reason' in event\n            ? (event as {reason?: string}).reason\n            : undefined;\n        this.emit(TASK_EVENTS.TASK_REJECT, reason);\n      },\n      emitTaskWrapup: ({event}: {event?: TaskEventPayload}) => {\n        this.updateTaskFromEvent(event);\n\n        const shouldEmitWrapup = Boolean(this.data.wrapUpRequired);\n        if (!shouldEmitWrapup) {\n          LoggerProxy.info(`Skipping task:wrapup event - wrapUpRequired is false`, {\n            module: TASK_FILE,\n            method: 'emitTaskEvent',\n            interactionId: this.data?.interactionId,\n          });\n\n          return;\n        }\n        LoggerProxy.info(`Emitting task event ${TASK_EVENTS.TASK_WRAPUP}`, {\n          module: TASK_FILE,\n          method: 'emitTaskEvent',\n          interactionId: this.data?.interactionId,\n        });\n        this.emit(TASK_EVENTS.TASK_WRAPUP, this);\n      },\n      emitTaskWrappedup: this.createEmitSelfAction(TASK_EVENTS.TASK_WRAPPEDUP, {\n        updateTaskData: true,\n      }),\n      requestAutoAnswer: ({event}: TaskActionArgs) => {\n        if (event) {\n          // parameter intentionally unused\n        }\n        this.autoAnswerIfNeeded();\n      },\n      requestCleanup: () => {\n        this.emit(TASK_EVENTS.TASK_CLEANUP, this, {removeFromCollection: false});\n      },\n      cleanupResources: () => {\n        this.emit(TASK_EVENTS.TASK_CLEANUP, this, {removeFromCollection: true});\n      },\n    };\n  }\n\n  /**\n   * Sets up the automatic wrap-up timer if wrap-up is required\n   */\n  protected setupAutoWrapupTimer(): void {\n    if (\n      this.data.wrapUpRequired &&\n      !this.autoWrapup &&\n      this.wrapupData &&\n      this.wrapupData.wrapUpProps\n    ) {\n      const wrapUpProps = this.wrapupData.wrapUpProps;\n      if (!wrapUpProps || wrapUpProps.autoWrapup === false) {\n        LoggerProxy.info(`Auto wrap-up is not required for this task`, {\n          module: TASK_FILE,\n          method: METHODS.SETUP_AUTO_WRAPUP_TIMER,\n          interactionId: this.data.interactionId,\n        });\n\n        return;\n      }\n      const defaultWrapupReason =\n        wrapUpProps.wrapUpReasonList?.find((r) => r.isDefault) ?? wrapUpProps.wrapUpReasonList?.[0];\n      if (!defaultWrapupReason) {\n        LoggerProxy.error('No wrap-up reason configured', {\n          module: TASK_FILE,\n          method: METHODS.SETUP_AUTO_WRAPUP_TIMER,\n        });\n\n        return;\n      }\n      const intervalMs = wrapUpProps.autoWrapupInterval;\n      if (!intervalMs || intervalMs <= 0) {\n        LoggerProxy.error(`Invalid auto wrap-up interval: ${intervalMs}`, {\n          module: TASK_FILE,\n          method: METHODS.SETUP_AUTO_WRAPUP_TIMER,\n        });\n\n        return;\n      }\n      this.autoWrapup = new AutoWrapup(intervalMs, wrapUpProps.allowCancelAutoWrapup);\n      this.autoWrapup.start(async () => {\n        LoggerProxy.info(`Auto wrap-up timer triggered`, {\n          module: TASK_FILE,\n          method: METHODS.SETUP_AUTO_WRAPUP_TIMER,\n          interactionId: this.data.interactionId,\n        });\n        await this.wrapup({\n          wrapUpReason: defaultWrapupReason.name,\n          auxCodeId: defaultWrapupReason.id,\n        });\n      });\n    }\n  }\n\n  /**\n   * Cancels the automatic wrap-up timer if it's running\n   */\n  private reconcileData(oldData: TaskData, newData: TaskData): TaskData {\n    Object.keys(newData).forEach((key) => {\n      if (newData[key] && typeof newData[key] === 'object' && !Array.isArray(newData[key])) {\n        oldData[key] = this.reconcileData({...oldData[key]}, newData[key]);\n      } else {\n        oldData[key] = newData[key];\n      }\n    });\n\n    return oldData;\n  }\n\n  /**\n   *\n   * @param methodName - The name of the method that is unsupported\n   * @throws Error\n   */\n  protected unsupportedMethodError(methodName: string) {\n    LoggerProxy.error(`Unsupported operation`, {\n      module: 'TASK',\n      method: methodName,\n      interactionId: this.data?.interactionId,\n    });\n    throw new Error(`Unsupported operation: ${methodName}`);\n  }\n\n  /**\n   * This method is used to update the task data.\n   * @param updatedData - TaskData\n   * @param shouldOverwrite - boolean\n   * @example\n   * ```typescript\n   * task.updateTaskData(updatedData, true);\n   * ```\n   */\n  public updateTaskData(updatedData: TaskData, shouldOverwrite = false): ITask {\n    this.data = shouldOverwrite ? updatedData : this.reconcileData(this.data, updatedData);\n    if (!shouldOverwrite) {\n      this.pruneStaleInteractionMaps(updatedData);\n    }\n    this.updateUiControls();\n    this.setupAutoWrapupTimer();\n\n    return this;\n  }\n\n  /**\n   * The backend sends `interaction.media` and `interaction.participants` as complete snapshots\n   * of the current call state. `reconcileData` deep-merges and never removes keys, so entries the\n   * backend dropped (e.g. a consult leg's media and consultee participant after the consult ends)\n   * linger in `this.data`. That stale data drives incorrect UI controls (e.g. the consult button\n   * staying disabled after the consult leg is gone, until a page refresh re-hydrates cleanly).\n   * Make only these two snapshot maps authoritative to the incoming payload, leaving every other\n   * field on the generic deep-merge path (CAD and other partial updates still merge as before).\n   */\n  private pruneStaleInteractionMaps(incoming: TaskData): void {\n    const incomingInteraction = incoming?.interaction;\n    const currentInteraction = this.data?.interaction;\n    if (!incomingInteraction || !currentInteraction) {\n      return;\n    }\n\n    (['media', 'participants'] as const).forEach((mapKey) => {\n      const incomingMap = incomingInteraction[mapKey] as Record<string, unknown> | undefined;\n      const currentMap = currentInteraction[mapKey] as Record<string, unknown> | undefined;\n      if (!incomingMap || !currentMap || typeof incomingMap !== 'object') {\n        return;\n      }\n\n      Object.keys(currentMap).forEach((id) => {\n        if (!(id in incomingMap)) {\n          delete currentMap[id];\n        }\n      });\n    });\n  }\n\n  /**\n   * This is used to blind transfer or vTeam transfer the task\n   * @param transferPayload\n   * @returns Promise<TaskResponse>\n   * @throws Error\n   * @example\n   * ```typescript\n   * const transferPayload = {\n   *  to: 'myQueueId',\n   *  destinationType: 'queue',\n   * }\n   * task.transfer(transferPayload).then(()=>{}).catch(()=>{});\n   * ```\n   */\n  public async transfer(transferPayload: TransferPayLoad): Promise<TaskResponse> {\n    LoggerProxy.log(`Starting task transfer for taskId:${this.data.interactionId}`, {\n      module: 'Task',\n      method: 'transfer',\n    });\n    try {\n      this.metricsManager.timeEvent([\n        METRIC_EVENT_NAMES.TASK_TRANSFER_SUCCESS,\n        METRIC_EVENT_NAMES.TASK_TRANSFER_FAILED,\n      ]);\n      let result: TaskResponse;\n      if (transferPayload.destinationType === DESTINATION_TYPE.QUEUE) {\n        result = await this.contact.vteamTransfer({\n          interactionId: this.data.interactionId,\n          data: transferPayload,\n        });\n      } else {\n        result = await this.contact.blindTransfer({\n          interactionId: this.data.interactionId,\n          data: transferPayload,\n        });\n      }\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_TRANSFER_SUCCESS,\n        {\n          taskId: this.data.interactionId,\n          destination: transferPayload.to,\n          destinationType: transferPayload.destinationType,\n          isConsultTransfer: false,\n          ...MetricsManager.getCommonTrackingFieldForAQMResponse(result),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n\n      return result;\n    } catch (error) {\n      const {error: detailedError} = getErrorDetails(error, 'transfer', CC_FILE);\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_TRANSFER_FAILED,\n        {\n          taskId: this.data.interactionId,\n          destination: transferPayload.to,\n          destinationType: transferPayload.destinationType,\n          isConsultTransfer: false,\n          error: error.toString(),\n          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(\n            (error as any).details || {}\n          ),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n      throw detailedError;\n    }\n  }\n\n  /**\n   * This is used to end the task.\n   * @returns Promise<TaskResponse>\n   * @throws Error\n   * @example\n   * ```typescript\n   * task.end().then(()=>{}).catch(()=>{})\n   *  ```\n   */\n  public async end(): Promise<TaskResponse> {\n    LoggerProxy.log(`Ending task for taskId:${this.data.interactionId}`, {\n      module: 'Task',\n      method: 'end',\n    });\n    const requestInteractionId =\n      this.data.interaction?.mainInteractionId || this.data.interactionId;\n\n    try {\n      this.metricsManager.timeEvent([\n        METRIC_EVENT_NAMES.TASK_END_SUCCESS,\n        METRIC_EVENT_NAMES.TASK_END_FAILED,\n      ]);\n      const response = await this.contact.end({interactionId: requestInteractionId});\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_END_SUCCESS,\n        {\n          taskId: this.data.interactionId,\n          requestInteractionId,\n          ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n\n      return response;\n    } catch (error) {\n      const {error: detailedError} = getErrorDetails(error, 'end', CC_FILE);\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_END_FAILED,\n        {\n          taskId: this.data.interactionId,\n          requestInteractionId,\n          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(\n            (error as any).details || {}\n          ),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n      throw detailedError;\n    }\n  }\n\n  /**\n   * This is used to wrap up the task.\n   * @param wrapupPayload - WrapupPayLoad\n   * @returns Promise<TaskResponse>\n   * @throws Error\n   * @example\n   * ```typescript\n   * task.wrapup(wrapupPayload).then(()=>{}).catch(()=>{})\n   * ```\n   */\n  public async wrapup(wrapupPayload: WrapupPayLoad): Promise<TaskResponse> {\n    this.cancelAutoWrapupTimer();\n    LoggerProxy.log(`Starting task wrapup for taskId:${this.data.interactionId}`, {\n      module: 'Task',\n      method: 'wrapup',\n    });\n    try {\n      this.metricsManager.timeEvent([\n        METRIC_EVENT_NAMES.TASK_WRAPUP_SUCCESS,\n        METRIC_EVENT_NAMES.TASK_WRAPUP_FAILED,\n      ]);\n      if (!this.data) {\n        throw new Error('No task data available');\n      }\n      if (!wrapupPayload.auxCodeId || wrapupPayload.auxCodeId.length === 0) {\n        throw new Error('AuxCodeId is required');\n      }\n      if (!wrapupPayload.wrapUpReason || wrapupPayload.wrapUpReason.length === 0) {\n        throw new Error('WrapUpReason is required');\n      }\n\n      const response = await this.contact.wrapup({\n        interactionId: this.data.interactionId,\n        data: wrapupPayload,\n      });\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_WRAPUP_SUCCESS,\n        {\n          taskId: this.data.interactionId,\n          wrapUpCode: wrapupPayload.auxCodeId,\n          wrapUpReason: wrapupPayload.wrapUpReason,\n          ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n\n      return response;\n    } catch (error) {\n      const {error: detailedError} = getErrorDetails(error, 'wrapup', CC_FILE);\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.TASK_WRAPUP_FAILED,\n        {\n          taskId: this.data.interactionId,\n          wrapUpCode: wrapupPayload.auxCodeId,\n          wrapUpReason: wrapupPayload.wrapUpReason,\n          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(\n            (error as any).details || {}\n          ),\n        },\n        ['operational', 'behavioral', 'business']\n      );\n      throw detailedError;\n    }\n  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package/dist/services/task/TaskManager.js

@@ -62,7 +62,12 @@ class TaskManager extends _events.default {
         });
         return;
       }
-      task.emit(payload.type, payload.data);
+      switch (payload.type) {
+        case _types2.CC_EVENTS.REAL_TIME_TRANSCRIPTION:
+        case _types2.CC_EVENTS.SUGGESTED_RESPONSE:
+          task.emit(payload.type, payload.data);
+          break;
+      }
     } catch (error) {
       _loggerProxy.default.error('Failed to parse RTD WebSocket message', {
         module: _constants.TASK_MANAGER_FILE,
@@ -707,7 +712,7 @@ class TaskManager extends _events.default {
   requestRealTimeTranscripts(eventType, interactionId) {
     const action = _constants2.TRANSCRIPT_EVENT_MAP[eventType];
     if (!action || !this.apiAIAssistant) return;
-    if (this.configFlags?.aiFeature?.realtimeTranscripts?.enable === false) return;
+    if (this.configFlags?.aiFeature?.realtimeTranscripts?.enable !== true) return;
     this.apiAIAssistant.sendEvent(this.agentId, interactionId, _types3.AIAssistantEventType.CUSTOM_EVENT, _types3.AIAssistantEventName.GET_TRANSCRIPTS, action).catch(error => {
       _loggerProxy.default.error(`Failed to send transcript ${action} event`, {
         module: _constants.TASK_MANAGER_FILE,

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, 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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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      switch (payload.type) {\n        case CC_EVENTS.REAL_TIME_TRANSCRIPTION:\n        case CC_EVENTS.SUGGESTED_RESPONSE:\n          task.emit(payload.type, payload.data);\n          break;\n      }\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 !== true) 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

@@ -74,7 +74,9 @@ const getIsConsultInProgressForConferenceControls = (interaction, mainCallId, se
       const p = interaction.participants?.[participantId];
       if (!p || p.hasLeft) return false;
       if (selfAgentId && participantId === selfAgentId) return false;
-      const consultLegActive = p.consultState === 'consulting' || p.isConsulted === true || p.currentState === 'consulting';
+      const consultState = p.consultState;
+      const isRonaPendingConsultee = consultState === 'consultReserved' && p.hasJoined === false;
+      const consultLegActive = consultState === 'consulting' || p.currentState === 'consulting' || p.isConsulted === true && consultState !== 'consultCompleted' && !isRonaPendingConsultee;
       return consultLegActive && !mainSet.has(participantId);
     });
   });