@webex/contact-center 3.9.0-next.2 → 3.9.0-next.4

package/dist/services/core/Utils.js

@@ -3,11 +3,12 @@
 Object.defineProperty(exports, "__esModule", {
   value: true
 });
-exports.isValidDialNumber = exports.getStationLoginErrorData = exports.getErrorDetails = exports.createErrDetailsObject = void 0;
+exports.isValidDialNumber = exports.getStationLoginErrorData = exports.getErrorDetails = exports.getDestinationAgentId = exports.deriveConsultTransferDestinationType = exports.createErrDetailsObject = void 0;
 var Err = _interopRequireWildcard(require("./Err"));
 var _types = require("../../types");
 var _loggerProxy = _interopRequireDefault(require("../../logger-proxy"));
 var _WebexRequest = _interopRequireDefault(require("./WebexRequest"));
+var _types2 = require("../task/types");
 function _interopRequireDefault(obj) { return obj && obj.__esModule ? obj : { default: obj }; }
 function _getRequireWildcardCache(e) { if ("function" != typeof WeakMap) return null; var r = new WeakMap(), t = new WeakMap(); return (_getRequireWildcardCache = function (e) { return e ? t : r; })(e); }
 function _interopRequireWildcard(e, r) { if (!r && e && e.__esModule) return e; if (null === e || "object" != typeof e && "function" != typeof e) return { default: e }; var t = _getRequireWildcardCache(r); if (t && t.has(e)) return t.get(e); var n = { __proto__: null }, a = Object.defineProperty && Object.getOwnPropertyDescriptor; for (var u in e) if ("default" !== u && Object.prototype.hasOwnProperty.call(e, u)) { var i = a ? Object.getOwnPropertyDescriptor(e, u) : null; i && (i.get || i.set) ? Object.defineProperty(n, u, i) : n[u] = e[u]; } return n.default = e, t && t.set(e, n), n; }
@@ -25,6 +26,28 @@ const getCommonErrorDetails = errObj => {
     msg: errObj?.body
   };
 };
+
+/**
+ * Checks if the destination type represents an entry point variant (EPDN or ENTRYPOINT).
+ */
+const isEntryPointOrEpdn = destAgentType => {
+  return destAgentType === 'EPDN' || destAgentType === 'ENTRYPOINT';
+};
+
+/**
+ * Determines if the task involves dialing a number based on the destination type.
+ * Returns 'DIAL_NUMBER' for dial-related destinations, empty string otherwise.
+ */
+const getAgentActionTypeFromTask = taskData => {
+  const destAgentType = taskData?.destinationType;
+
+  // Check if destination requires dialing: direct dial number or entry point variants
+  const isDialNumber = destAgentType === 'DN';
+  const isEntryPointVariant = isEntryPointOrEpdn(destAgentType);
+
+  // If the destination type is a dial number or an entry point variant, return 'DIAL_NUMBER'
+  return isDialNumber || isEntryPointVariant ? 'DIAL_NUMBER' : '';
+};
 const isValidDialNumber = input => {
   // This regex checks for a valid dial number format for only few countries such as US, Canada.
   const regexForDn = /1[0-9]{3}[2-9][0-9]{6}([,]{1,10}[0-9]+){0,1}/;
@@ -122,5 +145,56 @@ const createErrDetailsObject = errObj => {
   const details = getCommonErrorDetails(errObj);
   return new Err.Details('Service.reqs.generic.failure', details);
 };
+
+/**
+ * Derives the consult transfer destination type based on the provided task data.
+ *
+ * Logic parity with desktop behavior:
+ * - If agent action is dialing a number (DN/EPDN/ENTRYPOINT):
+ *   - ENTRYPOINT/EPDN map to ENTRYPOINT
+ *   - DN maps to DIALNUMBER
+ * - Otherwise defaults to AGENT
+ *
+ * @param taskData - The task data used to infer the agent action and destination type
+ * @returns The normalized destination type to be used for consult transfer
+ */
+/**
+ * Checks if a participant type represents a non-customer participant.
+ * Non-customer participants include agents, dial numbers, entry point dial numbers,
+ * and entry points.
+ */
 exports.createErrDetailsObject = createErrDetailsObject;
+const isNonCustomerParticipant = participantType => {
+  return participantType === 'Agent' || participantType === 'DN' || participantType === 'EpDn' || participantType === 'entryPoint';
+};
+
+/**
+ * Gets the destination agent ID from participants data by finding the first
+ * non-customer participant that is not the current agent and is not in wrap-up state.
+ *
+ * @param participants - The participants data from the interaction
+ * @param agentId - The current agent's ID to exclude from the search
+ * @returns The destination agent ID, or empty string if none found
+ */
+const getDestinationAgentId = (participants, agentId) => {
+  let id = '';
+  if (participants) {
+    Object.keys(participants).forEach(participant => {
+      const participantData = participants[participant];
+      if (isNonCustomerParticipant(participantData.type) && participantData.id !== agentId && !participantData.isWrapUp) {
+        id = participantData.id;
+      }
+    });
+  }
+  return id;
+};
+exports.getDestinationAgentId = getDestinationAgentId;
+const deriveConsultTransferDestinationType = taskData => {
+  const agentActionType = getAgentActionTypeFromTask(taskData);
+  if (agentActionType === 'DIAL_NUMBER') {
+    return isEntryPointOrEpdn(taskData?.destinationType) ? _types2.CONSULT_TRANSFER_DESTINATION_TYPE.ENTRYPOINT : _types2.CONSULT_TRANSFER_DESTINATION_TYPE.DIALNUMBER;
+  }
+  return _types2.CONSULT_TRANSFER_DESTINATION_TYPE.AGENT;
+};
+exports.deriveConsultTransferDestinationType = deriveConsultTransferDestinationType;
 //# sourceMappingURL=Utils.js.map

package/dist/services/core/Utils.js.map

@@ -1 +1 @@
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Try a different one. For help, reach out to your administrator or support team.';\n  }\n\n  const errorCodeMessageMap = {\n    DUPLICATE_LOCATION: {\n      message: duplicateLocationMessage,\n      fieldName: loginOption,\n    },\n    INVALID_DIAL_NUMBER: {\n      message:\n        'Enter a valid US dial number. For help, reach out to your administrator or support team.',\n      fieldName: loginOption,\n    },\n  };\n\n  const defaultMessage = 'An error occurred while logging in to the station';\n  const defaultFieldName = 'generic';\n\n  const reason = failure?.data?.reason || '';\n\n  return {\n    message: errorCodeMessageMap[reason]?.message || defaultMessage,\n    fieldName: errorCodeMessageMap[reason]?.fieldName || defaultFieldName,\n  };\n};\n\n/**\n * Extracts error details and logs the error. Also uploads logs for the error unless it is a silent relogin agent not found error.\n *\n * @param error - The error object, expected to have a `details` property of type Failure.\n * @param methodName - The name of the method where the error occurred.\n * @param moduleName - The name of the module where the error occurred.\n * @returns An object containing the error instance and the reason string.\n * @public\n * @example\n * const details = getErrorDetails(error, 'fetchData', 'DataModule');\n * if (details.error) { handleError(details.error); }\n * @ignore\n */\nexport const getErrorDetails = (error: any, methodName: string, moduleName: string) => {\n  let errData = {message: '', fieldName: ''};\n\n  const failure = error.details as Failure;\n  const reason = failure?.data?.reason ?? `Error while performing ${methodName}`;\n\n  if (!(reason === 'AGENT_NOT_FOUND' && methodName === 'silentRelogin')) {\n    LoggerProxy.error(`${methodName} failed with reason: ${reason}`, {\n      module: moduleName,\n      method: methodName,\n      trackingId: failure?.trackingId,\n    });\n    // we can add more conditions here if not needed for specific cases eg: silentReLogin\n    WebexRequest.getInstance().uploadLogs({\n      correlationId: failure?.trackingId,\n    });\n  }\n\n  if (methodName === 'stationLogin') {\n    errData = getStationLoginErrorData(failure, error.loginOption);\n\n    LoggerProxy.error(\n      `${methodName} failed with reason: ${reason}, message: ${errData.message}, fieldName: ${errData.fieldName}`,\n      {\n        module: moduleName,\n        method: methodName,\n        trackingId: failure?.trackingId,\n      }\n    );\n  }\n\n  const err = new Error(reason ?? 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'DIAL_NUMBER' : '';\n};\n\nexport const isValidDialNumber = (input: string): boolean => {\n  // This regex checks for a valid dial number format for only few countries such as US, Canada.\n  const regexForDn = /1[0-9]{3}[2-9][0-9]{6}([,]{1,10}[0-9]+){0,1}/;\n\n  return regexForDn.test(input);\n};\n\nexport const getStationLoginErrorData = (failure: Failure, loginOption: LoginOption) => {\n  let duplicateLocationMessage = 'This value is already in use';\n\n  if (loginOption === LoginOption.EXTENSION) {\n    duplicateLocationMessage = 'This extension is already in use';\n  }\n\n  if (loginOption === LoginOption.AGENT_DN) {\n    duplicateLocationMessage =\n      'Dial number is in use. Try a different one. For help, reach out to your administrator or support team.';\n  }\n\n  const errorCodeMessageMap = {\n    DUPLICATE_LOCATION: {\n      message: duplicateLocationMessage,\n      fieldName: loginOption,\n    },\n    INVALID_DIAL_NUMBER: {\n      message:\n        'Enter a valid US dial number. For help, reach out to your administrator or support team.',\n      fieldName: loginOption,\n    },\n  };\n\n  const defaultMessage = 'An error occurred while logging in to the station';\n  const defaultFieldName = 'generic';\n\n  const reason = failure?.data?.reason || '';\n\n  return {\n    message: errorCodeMessageMap[reason]?.message || defaultMessage,\n    fieldName: errorCodeMessageMap[reason]?.fieldName || defaultFieldName,\n  };\n};\n\n/**\n * Extracts error details and logs the error. Also uploads logs for the error unless it is a silent relogin agent not found error.\n *\n * @param error - The error object, expected to have a `details` property of type Failure.\n * @param methodName - The name of the method where the error occurred.\n * @param moduleName - The name of the module where the error occurred.\n * @returns An object containing the error instance and the reason string.\n * @public\n * @example\n * const details = getErrorDetails(error, 'fetchData', 'DataModule');\n * if (details.error) { handleError(details.error); }\n * @ignore\n */\nexport const getErrorDetails = (error: any, methodName: string, moduleName: string) => {\n  let errData = {message: '', fieldName: ''};\n\n  const failure = error.details as Failure;\n  const reason = failure?.data?.reason ?? `Error while performing ${methodName}`;\n\n  if (!(reason === 'AGENT_NOT_FOUND' && methodName === 'silentRelogin')) {\n    LoggerProxy.error(`${methodName} failed with reason: ${reason}`, {\n      module: moduleName,\n      method: methodName,\n      trackingId: failure?.trackingId,\n    });\n    // we can add more conditions here if not needed for specific cases eg: silentReLogin\n    WebexRequest.getInstance().uploadLogs({\n      correlationId: failure?.trackingId,\n    });\n  }\n\n  if (methodName === 'stationLogin') {\n    errData = getStationLoginErrorData(failure, error.loginOption);\n\n    LoggerProxy.error(\n      `${methodName} failed with reason: ${reason}, message: ${errData.message}, fieldName: ${errData.fieldName}`,\n      {\n        module: moduleName,\n        method: methodName,\n        trackingId: failure?.trackingId,\n      }\n    );\n  }\n\n  const err = new Error(reason ?? `Error while performing ${methodName}`);\n  // @ts-ignore - add custom property to the error object for backward compatibility\n  err.data = errData;\n\n  return {\n    error: err,\n    reason,\n  };\n};\n\n/**\n * Creates an error details object suitable for use with the Err.Details class.\n *\n * @param errObj - The Webex request payload object.\n * @returns An instance of Err.Details with the generic failure message and extracted details.\n * @public\n * @example\n * const errDetails = createErrDetailsObject(webexRequestPayload);\n * @ignore\n */\nexport const createErrDetailsObject = (errObj: WebexRequestPayload) => {\n  const details = getCommonErrorDetails(errObj);\n\n  return new Err.Details('Service.reqs.generic.failure', details);\n};\n\n/**\n * Derives the consult transfer destination type based on the provided task data.\n *\n * Logic parity with desktop behavior:\n * - If agent action is dialing a number (DN/EPDN/ENTRYPOINT):\n *   - ENTRYPOINT/EPDN map to ENTRYPOINT\n *   - DN maps to DIALNUMBER\n * - Otherwise defaults to AGENT\n *\n * @param taskData - The task data used to infer the agent action and destination type\n * @returns The normalized destination type to be used for consult transfer\n */\n/**\n * Checks if a participant type represents a non-customer participant.\n * Non-customer participants include agents, dial numbers, entry point dial numbers,\n * and entry points.\n */\nconst isNonCustomerParticipant = (participantType: string): boolean => {\n  return (\n    participantType === 'Agent' ||\n    participantType === 'DN' ||\n    participantType === 'EpDn' ||\n    participantType === 'entryPoint'\n  );\n};\n\n/**\n * Gets the destination agent ID from participants data by finding the first\n * non-customer participant that is not the current agent and is not in wrap-up state.\n *\n * @param participants - The participants data from the interaction\n * @param agentId - The current agent's ID to exclude from the search\n * @returns The destination agent ID, or empty string if none found\n */\nexport const getDestinationAgentId = (\n  participants: Interaction['participants'],\n  agentId: string\n): string => {\n  let id = '';\n\n  if (participants) {\n    Object.keys(participants).forEach((participant) => {\n      const participantData = participants[participant];\n      if (\n        isNonCustomerParticipant(participantData.type) &&\n        participantData.id !== agentId &&\n        !participantData.isWrapUp\n      ) {\n        id = participantData.id;\n      }\n    });\n  }\n\n  return id;\n};\n\nexport const deriveConsultTransferDestinationType = (\n  taskData?: TaskData\n): ConsultTransferPayLoad['destinationType'] => {\n  const agentActionType = getAgentActionTypeFromTask(taskData);\n\n  if (agentActionType === 'DIAL_NUMBER') {\n    return isEntryPointOrEpdn(taskData?.destinationType)\n      ? 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package/dist/services/task/TaskManager.js

@@ -229,6 +229,7 @@ class TaskManager extends _events.default {
             break;
           case _types2.CC_EVENTS.AGENT_CONSULTING:
             // Received when agent is in an active consult state
+            // TODO: Check if we can use backend consult state instead of isConsulted
             task = this.updateTaskData(task, payload.data);
             if (task.data.isConsulted) {
               // Fire only if you are the agent who received the consult request

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

@@ -1 +1 @@
-{"version":3,"names":["_events","_interopRequireDefault","require","_calling","_types","_constants","_constants2","_types2","_types3","_loggerProxy","_","_MetricsManager","_constants3","obj","__esModule","default","TaskManager","EventEmitter","constructor","contact","webCallingService","webSocketManager","taskCollection","metricsManager","MetricsManager","getInstance","registerTaskListeners","registerIncomingCallEvent","setWrapupData","wrapupData","handleIncomingWebCall","call","currentTask","Object","values","find","task","data","interaction","mediaType","mapCallToTask","getCallId","interactionId","LoggerProxy","log","module","TASK_MANAGER_FILE","method","METHODS","HANDLE_INCOMING_WEB_CALL","emit","TASK_EVENTS","TASK_INCOMING","on","LINE_EVENTS","INCOMING_CALL","unregisterIncomingCallEvent","off","event","payload","JSON","parse","type","CC_TASK_EVENTS","includes","info","REGISTER_TASK_LISTENERS","CC_EVENTS","AGENT_CONTACT","Task","wrapUpRequired","participants","agentId","isWrapUp","state","TASK_HYDRATE","AGENT_CONTACT_RESERVED","isConsulted","loginOption","LoginOption","BROWSER","MEDIA_CHANNEL","TELEPHONY","AGENT_OFFER_CONTACT","updateTaskData","TASK_OFFER_CONTACT","AGENT_OUTBOUND_FAILED","removeTaskFromCollection","AGENT_CONTACT_ASSIGNED","TASK_ASSIGNED","AGENT_CONTACT_UNASSIGNED","TASK_END","AGENT_CONTACT_OFFER_RONA","AGENT_CONTACT_ASSIGN_FAILED","AGENT_INVITE_FAILED","eventTypeToMetricMap","metricEventName","trackEvent","METRIC_EVENT_NAMES","getCommonTrackingFieldForAQMResponse","taskId","reason","handleTaskCleanup","TASK_REJECT","CONTACT_ENDED","AGENT_CONTACT_HELD","TASK_HOLD","AGENT_CONTACT_UNHELD","TASK_RESUME","AGENT_VTEAM_TRANSFERRED","AGENT_CTQ_CANCEL_FAILED","TASK_CONSULT_QUEUE_FAILED","AGENT_CONSULT_CREATED","TASK_CONSULT_CREATED","AGENT_OFFER_CONSULT","TASK_OFFER_CONSULT","AGENT_CONSULTING","TASK_CONSULT_ACCEPTED","TASK_CONSULTING","AGENT_CONSULT_FAILED","AGENT_CONSULT_ENDED","TASK_CONSULT_END","AGENT_CTQ_CANCELLED","TASK_CONSULT_QUEUE_CANCELLED","AGENT_WRAPUP","AGENT_WRAPPEDUP","cancelAutoWrapupTimer","TASK_WRAPPEDUP","CONTACT_RECORDING_PAUSED","TASK_RECORDING_PAUSED","CONTACT_RECORDING_PAUSE_FAILED","TASK_RECORDING_PAUSE_FAILED","CONTACT_RECORDING_RESUMED","TASK_RECORDING_RESUMED","CONTACT_RECORDING_RESUME_FAILED","TASK_RECORDING_RESUME_FAILED","taskData","undefined","warn","UPDATE_TASK_DATA","error","REMOVE_TASK_FROM_COLLECTION","unregisterWebCallListeners","cleanUpCall","getTask","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 {ITask, MEDIA_CHANNEL, TASK_EVENTS, TaskData, TaskId} from './types';\nimport {TASK_MANAGER_FILE} from '../../constants';\nimport {METHODS} from './constants';\nimport {CC_EVENTS, CC_TASK_EVENTS, WrapupData} from '../config/types';\nimport {LoginOption} from '../../types';\nimport LoggerProxy from '../../logger-proxy';\nimport Task from '.';\nimport MetricsManager from '../../metrics/MetricsManager';\nimport {METRIC_EVENT_NAMES} from '../../metrics/constants';\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 metricsManager: MetricsManager;\n  private static taskManager;\n  private wrapupData: WrapupData;\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    contact: ReturnType<typeof routingContact>,\n    webCallingService: WebCallingService,\n    webSocketManager: WebSocketManager\n  ) {\n    super();\n    this.contact = contact;\n    this.taskCollection = {};\n    this.webCallingService = webCallingService;\n    this.webSocketManager = webSocketManager;\n    this.metricsManager = MetricsManager.getInstance();\n    this.registerTaskListeners();\n    this.registerIncomingCallEvent();\n  }\n\n  public setWrapupData(wrapupData: WrapupData) {\n    this.wrapupData = wrapupData;\n  }\n\n  private handleIncomingWebCall = (call: ICall) => {\n    const currentTask = Object.values(this.taskCollection).find(\n      (task) => task.data.interaction.mediaType === '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      this.emit(TASK_EVENTS.TASK_INCOMING, currentTask);\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  private registerTaskListeners() {\n    this.webSocketManager.on('message', (event) => {\n      const payload = JSON.parse(event);\n      // Re-emit the task events to the task object\n      let task: ITask;\n      if (payload.data?.type) {\n        if (Object.values(CC_TASK_EVENTS).includes(payload.data.type)) {\n          task = this.taskCollection[payload.data.interactionId];\n        }\n        LoggerProxy.info(`Handling task event ${payload.data?.type}`, {\n          module: TASK_MANAGER_FILE,\n          method: METHODS.REGISTER_TASK_LISTENERS,\n          interactionId: payload.data?.interactionId,\n        });\n        switch (payload.data.type) {\n          case CC_EVENTS.AGENT_CONTACT:\n            // Case1 : Task is already present in taskCollection\n            if (this.taskCollection[payload.data.interactionId]) {\n              LoggerProxy.log(`Got AGENT_CONTACT: Task already exists in collection`, {\n                module: TASK_MANAGER_FILE,\n                method: METHODS.REGISTER_TASK_LISTENERS,\n                interactionId: payload.data.interactionId,\n              });\n              break;\n            } else if (!this.taskCollection[payload.data.interactionId]) {\n              // Case2 : Task is not present in taskCollection\n              LoggerProxy.log(`Got AGENT_CONTACT : Creating new task in taskManager`, {\n                module: TASK_MANAGER_FILE,\n                method: METHODS.REGISTER_TASK_LISTENERS,\n                interactionId: payload.data.interactionId,\n              });\n              task = new Task(\n                this.contact,\n                this.webCallingService,\n                {\n                  ...payload.data,\n                  wrapUpRequired:\n                    payload.data.interaction?.participants?.[payload.data.agentId]?.isWrapUp ||\n                    false,\n                },\n                this.wrapupData\n              );\n              this.taskCollection[payload.data.interactionId] = task;\n              // Condition 1: The state is=new i.e it is a incoming task\n              if (payload.data.interaction.state === 'new') {\n                LoggerProxy.log(\n                  `Got AGENT_CONTACT for a task with state=new, sending TASK_INCOMING event`,\n                  {\n                    module: TASK_MANAGER_FILE,\n                    method: METHODS.REGISTER_TASK_LISTENERS,\n                    interactionId: payload.data.interactionId,\n                  }\n                );\n                this.emit(TASK_EVENTS.TASK_INCOMING, task);\n              } else {\n                // Condition 2: The state is anything else i.e the task was connected\n                LoggerProxy.log(\n                  `Got AGENT_CONTACT for a task with state=${payload.data.interaction.state}, sending TASK_HYDRATE event`,\n                  {\n                    module: TASK_MANAGER_FILE,\n                    method: METHODS.REGISTER_TASK_LISTENERS,\n                    interactionId: payload.data.interactionId,\n                  }\n                );\n                this.emit(TASK_EVENTS.TASK_HYDRATE, task);\n              }\n            }\n            break;\n          case CC_EVENTS.AGENT_CONTACT_RESERVED:\n            task = new Task(\n              this.contact,\n              this.webCallingService,\n              {\n                ...payload.data,\n                isConsulted: false,\n              },\n              this.wrapupData\n            ); // Ensure isConsulted prop exists\n            this.taskCollection[payload.data.interactionId] = task;\n            if (\n              this.webCallingService.loginOption !== LoginOption.BROWSER ||\n              task.data.interaction.mediaType !== MEDIA_CHANNEL.TELEPHONY // for digital channels\n            ) {\n              this.emit(TASK_EVENTS.TASK_INCOMING, task);\n            } else if (this.call) {\n              this.emit(TASK_EVENTS.TASK_INCOMING, task);\n            }\n            break;\n          case CC_EVENTS.AGENT_OFFER_CONTACT:\n            // We don't have to emit any event here since this will be result of promise.\n            task = this.updateTaskData(task, payload.data);\n            LoggerProxy.log(`Agent offer contact received for task`, {\n              module: TASK_MANAGER_FILE,\n              method: METHODS.REGISTER_TASK_LISTENERS,\n              interactionId: payload.data?.interactionId,\n            });\n            this.emit(TASK_EVENTS.TASK_OFFER_CONTACT, task);\n            break;\n          case CC_EVENTS.AGENT_OUTBOUND_FAILED:\n            // We don't have to emit any event here since this will be result of promise.\n            if (task.data) {\n              this.removeTaskFromCollection(task);\n            }\n            LoggerProxy.log(`Agent outbound failed for task`, {\n              module: TASK_MANAGER_FILE,\n              method: METHODS.REGISTER_TASK_LISTENERS,\n              interactionId: payload.data?.interactionId,\n            });\n            break;\n          case CC_EVENTS.AGENT_CONTACT_ASSIGNED:\n            task = this.updateTaskData(task, payload.data);\n            task.emit(TASK_EVENTS.TASK_ASSIGNED, task);\n            break;\n          case CC_EVENTS.AGENT_CONTACT_UNASSIGNED:\n            task = this.updateTaskData(task, {\n              ...payload.data,\n              wrapUpRequired: true,\n            });\n            task.emit(TASK_EVENTS.TASK_END, task);\n            break;\n          case CC_EVENTS.AGENT_CONTACT_OFFER_RONA:\n          case CC_EVENTS.AGENT_CONTACT_ASSIGN_FAILED:\n          case CC_EVENTS.AGENT_INVITE_FAILED: {\n            task = this.updateTaskData(task, payload.data);\n\n            const eventTypeToMetricMap: Record<string, keyof typeof METRIC_EVENT_NAMES> = {\n              [CC_EVENTS.AGENT_CONTACT_ASSIGN_FAILED]: 'AGENT_CONTACT_ASSIGN_FAILED',\n              [CC_EVENTS.AGENT_INVITE_FAILED]: 'AGENT_INVITE_FAILED',\n            };\n            const metricEventName: keyof typeof METRIC_EVENT_NAMES =\n              eventTypeToMetricMap[payload.data.type] || 'AGENT_RONA';\n\n            this.metricsManager.trackEvent(\n              METRIC_EVENT_NAMES[metricEventName],\n              {\n                ...MetricsManager.getCommonTrackingFieldForAQMResponse(payload.data),\n                taskId: payload.data.interactionId,\n                reason: payload.data.reason,\n              },\n              ['behavioral', 'operational']\n            );\n            this.handleTaskCleanup(task);\n            task.emit(TASK_EVENTS.TASK_REJECT, payload.data.reason);\n            break;\n          }\n          case CC_EVENTS.CONTACT_ENDED:\n            task = this.updateTaskData(task, {\n              ...payload.data,\n              wrapUpRequired: payload.data.interaction.state !== 'new',\n            });\n            this.handleTaskCleanup(task);\n            task.emit(TASK_EVENTS.TASK_END, task);\n\n            break;\n          case CC_EVENTS.AGENT_CONTACT_HELD:\n            // As soon as the main interaction is held, we need to emit TASK_HOLD\n            task = this.updateTaskData(task, payload.data);\n            task.emit(TASK_EVENTS.TASK_HOLD, task);\n            break;\n          case CC_EVENTS.AGENT_CONTACT_UNHELD:\n            // As soon as the main interaction is unheld, we need to emit TASK_RESUME\n            task = this.updateTaskData(task, payload.data);\n            task.emit(TASK_EVENTS.TASK_RESUME, task);\n            break;\n          case CC_EVENTS.AGENT_VTEAM_TRANSFERRED:\n            task = this.updateTaskData(task, {\n              ...payload.data,\n              wrapUpRequired: true,\n            });\n            task.emit(TASK_EVENTS.TASK_END, task);\n            break;\n          case CC_EVENTS.AGENT_CTQ_CANCEL_FAILED:\n            task = this.updateTaskData(task, payload.data);\n            task.emit(TASK_EVENTS.TASK_CONSULT_QUEUE_FAILED, task);\n            break;\n          case CC_EVENTS.AGENT_CONSULT_CREATED:\n            // Received when self agent initiates a consult\n            task = this.updateTaskData(task, {\n              ...payload.data,\n              isConsulted: false, // This ensures that the task consult status is always reset\n            });\n            task.emit(TASK_EVENTS.TASK_CONSULT_CREATED, task);\n            break;\n          case CC_EVENTS.AGENT_OFFER_CONSULT:\n            // Received when other agent sends us a consult offer\n            task = this.updateTaskData(task, {\n              ...payload.data,\n              isConsulted: true, // This ensures that the task is marked as us being requested for a consult\n            });\n            task.emit(TASK_EVENTS.TASK_OFFER_CONSULT, task);\n            break;\n          case CC_EVENTS.AGENT_CONSULTING:\n            // Received when agent is in an active consult state\n            task = this.updateTaskData(task, payload.data);\n            if (task.data.isConsulted) {\n              // Fire only if you are the agent who received the consult request\n              task.emit(TASK_EVENTS.TASK_CONSULT_ACCEPTED, task);\n            } else {\n              // Fire only if you are the agent who initiated the consult\n              task.emit(TASK_EVENTS.TASK_CONSULTING, task);\n            }\n            break;\n          case CC_EVENTS.AGENT_CONSULT_FAILED:\n            // This can only be received by the agent who initiated the consult.\n            // We need not emit any event here since this will be result of promise\n            task = this.updateTaskData(task, payload.data);\n            break;\n          case CC_EVENTS.AGENT_CONSULT_ENDED:\n            task = this.updateTaskData(task, payload.data);\n            if (task.data.isConsulted) {\n              // This will be the end state of the task as soon as we end the consult in case of\n              // us being offered a consult\n              this.removeTaskFromCollection(task);\n            }\n            task.emit(TASK_EVENTS.TASK_CONSULT_END, task);\n            break;\n          case CC_EVENTS.AGENT_CTQ_CANCELLED:\n            // This event is received when the consult using queue is cancelled using API\n            task = this.updateTaskData(task, payload.data);\n            task.emit(TASK_EVENTS.TASK_CONSULT_QUEUE_CANCELLED, task);\n            break;\n          case CC_EVENTS.AGENT_WRAPUP:\n            task = this.updateTaskData(task, {...payload.data, wrapUpRequired: true});\n            task.emit(TASK_EVENTS.TASK_END, task);\n            break;\n          case CC_EVENTS.AGENT_WRAPPEDUP:\n            task.cancelAutoWrapupTimer();\n            this.removeTaskFromCollection(task);\n            task.emit(TASK_EVENTS.TASK_WRAPPEDUP, task);\n            break;\n          case CC_EVENTS.CONTACT_RECORDING_PAUSED:\n            task = this.updateTaskData(task, payload.data);\n            task.emit(TASK_EVENTS.TASK_RECORDING_PAUSED, task);\n            break;\n          case CC_EVENTS.CONTACT_RECORDING_PAUSE_FAILED:\n            task = this.updateTaskData(task, payload.data);\n            task.emit(TASK_EVENTS.TASK_RECORDING_PAUSE_FAILED, task);\n            break;\n          case CC_EVENTS.CONTACT_RECORDING_RESUMED:\n            task = this.updateTaskData(task, payload.data);\n            task.emit(TASK_EVENTS.TASK_RECORDING_RESUMED, task);\n            break;\n          case CC_EVENTS.CONTACT_RECORDING_RESUME_FAILED:\n            task = this.updateTaskData(task, payload.data);\n            task.emit(TASK_EVENTS.TASK_RECORDING_RESUME_FAILED, task);\n            break;\n          default:\n            break;\n        }\n        if (task) {\n          task.emit(payload.data.type, payload.data);\n        }\n      }\n    });\n  }\n\n  private updateTaskData(task: ITask, taskData: TaskData): ITask {\n    if (!task) {\n      return undefined;\n    }\n\n    if (!taskData?.interactionId) {\n      LoggerProxy.warn('Received task update with missing interactionId', {\n        module: TASK_MANAGER_FILE,\n        method: METHODS.UPDATE_TASK_DATA,\n      });\n    }\n\n    try {\n      const currentTask = task.updateTaskData(taskData);\n      this.taskCollection[taskData.interactionId] = currentTask;\n\n      return currentTask;\n    } catch (error) {\n      LoggerProxy.error(`Failed to update task`, {\n        module: TASK_MANAGER_FILE,\n        method: METHODS.UPDATE_TASK_DATA,\n        interactionId: taskData.interactionId,\n      });\n\n      return task;\n    }\n  }\n\n  private removeTaskFromCollection(task: ITask) {\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  private handleTaskCleanup(task: ITask) {\n    if (\n      this.webCallingService.loginOption === LoginOption.BROWSER &&\n      task.data.interaction.mediaType === 'telephony'\n    ) {\n      task.unregisterWebCallListeners();\n      this.webCallingService.cleanUpCall();\n    }\n    if (task.data.interaction.state === 'new') {\n      // Only remove tasks in 'new' state immediately. For other states,\n      // retain tasks until they complete wrap-up, unless the task disconnected before being answered.\n      this.removeTaskFromCollection(task);\n    }\n  }\n\n  /**\n   * @param taskId - Unique identifier for each task\n   */\n  public getTask = (taskId: string) => {\n    return this.taskCollection[taskId];\n  };\n\n  /**\n   * @param taskId - Unique identifier for each task\n   */\n  public getAllTasks = (): Record<TaskId, ITask> => {\n    return this.taskCollection;\n  };\n\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  public static getTaskManager = (\n    contact: ReturnType<typeof routingContact>,\n    webCallingService: WebCallingService,\n    webSocketManager: WebSocketManager\n  ): TaskManager => {\n    if (!this.taskManager) {\n      this.taskManager = new TaskManager(contact, webCallingService, webSocketManager);\n    }\n\n    return this.taskManager;\n  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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    contact: ReturnType<typeof routingContact>,\n    webCallingService: WebCallingService,\n    webSocketManager: WebSocketManager\n  ) {\n    super();\n    this.contact = contact;\n    this.taskCollection = {};\n    this.webCallingService = webCallingService;\n    this.webSocketManager = webSocketManager;\n    this.metricsManager = MetricsManager.getInstance();\n    this.registerTaskListeners();\n    this.registerIncomingCallEvent();\n  }\n\n  public setWrapupData(wrapupData: WrapupData) {\n    this.wrapupData = wrapupData;\n  }\n\n  private handleIncomingWebCall = (call: ICall) => {\n    const currentTask = Object.values(this.taskCollection).find(\n      (task) => task.data.interaction.mediaType === '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      this.emit(TASK_EVENTS.TASK_INCOMING, currentTask);\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  private registerTaskListeners() {\n    this.webSocketManager.on('message', (event) => {\n      const payload = JSON.parse(event);\n      // Re-emit the task events to the task object\n      let task: ITask;\n      if (payload.data?.type) {\n        if (Object.values(CC_TASK_EVENTS).includes(payload.data.type)) {\n          task = this.taskCollection[payload.data.interactionId];\n        }\n        LoggerProxy.info(`Handling task event ${payload.data?.type}`, {\n          module: TASK_MANAGER_FILE,\n          method: METHODS.REGISTER_TASK_LISTENERS,\n          interactionId: payload.data?.interactionId,\n        });\n        switch (payload.data.type) {\n          case CC_EVENTS.AGENT_CONTACT:\n            // Case1 : Task is already present in taskCollection\n            if (this.taskCollection[payload.data.interactionId]) {\n              LoggerProxy.log(`Got AGENT_CONTACT: Task already exists in collection`, {\n                module: TASK_MANAGER_FILE,\n                method: METHODS.REGISTER_TASK_LISTENERS,\n                interactionId: payload.data.interactionId,\n              });\n              break;\n            } else if (!this.taskCollection[payload.data.interactionId]) {\n              // Case2 : Task is not present in taskCollection\n              LoggerProxy.log(`Got AGENT_CONTACT : Creating new task in taskManager`, {\n                module: TASK_MANAGER_FILE,\n                method: METHODS.REGISTER_TASK_LISTENERS,\n                interactionId: payload.data.interactionId,\n              });\n              task = new Task(\n                this.contact,\n                this.webCallingService,\n                {\n                  ...payload.data,\n                  wrapUpRequired:\n                    payload.data.interaction?.participants?.[payload.data.agentId]?.isWrapUp ||\n                    false,\n                },\n                this.wrapupData\n              );\n              this.taskCollection[payload.data.interactionId] = task;\n              // Condition 1: The state is=new i.e it is a incoming task\n              if (payload.data.interaction.state === 'new') {\n                LoggerProxy.log(\n                  `Got AGENT_CONTACT for a task with state=new, sending TASK_INCOMING event`,\n                  {\n                    module: TASK_MANAGER_FILE,\n                    method: METHODS.REGISTER_TASK_LISTENERS,\n                    interactionId: payload.data.interactionId,\n                  }\n                );\n                this.emit(TASK_EVENTS.TASK_INCOMING, task);\n              } else {\n                // Condition 2: The state is anything else i.e the task was connected\n                LoggerProxy.log(\n                  `Got AGENT_CONTACT for a task with state=${payload.data.interaction.state}, sending TASK_HYDRATE event`,\n                  {\n                    module: TASK_MANAGER_FILE,\n                    method: METHODS.REGISTER_TASK_LISTENERS,\n                    interactionId: payload.data.interactionId,\n                  }\n                );\n                this.emit(TASK_EVENTS.TASK_HYDRATE, task);\n              }\n            }\n            break;\n          case CC_EVENTS.AGENT_CONTACT_RESERVED:\n            task = new Task(\n              this.contact,\n              this.webCallingService,\n              {\n                ...payload.data,\n                isConsulted: false,\n              },\n              this.wrapupData\n            ); // Ensure isConsulted prop exists\n            this.taskCollection[payload.data.interactionId] = task;\n            if (\n              this.webCallingService.loginOption !== LoginOption.BROWSER ||\n              task.data.interaction.mediaType !== MEDIA_CHANNEL.TELEPHONY // for digital channels\n            ) {\n              this.emit(TASK_EVENTS.TASK_INCOMING, task);\n            } else if (this.call) {\n              this.emit(TASK_EVENTS.TASK_INCOMING, task);\n            }\n            break;\n          case CC_EVENTS.AGENT_OFFER_CONTACT:\n            // We don't have to emit any event here since this will be result of promise.\n            task = this.updateTaskData(task, payload.data);\n            LoggerProxy.log(`Agent offer contact received for task`, {\n              module: TASK_MANAGER_FILE,\n              method: METHODS.REGISTER_TASK_LISTENERS,\n              interactionId: payload.data?.interactionId,\n            });\n            this.emit(TASK_EVENTS.TASK_OFFER_CONTACT, task);\n            break;\n          case CC_EVENTS.AGENT_OUTBOUND_FAILED:\n            // We don't have to emit any event here since this will be result of promise.\n            if (task.data) {\n              this.removeTaskFromCollection(task);\n            }\n            LoggerProxy.log(`Agent outbound failed for task`, {\n              module: TASK_MANAGER_FILE,\n              method: METHODS.REGISTER_TASK_LISTENERS,\n              interactionId: payload.data?.interactionId,\n            });\n            break;\n          case CC_EVENTS.AGENT_CONTACT_ASSIGNED:\n            task = this.updateTaskData(task, payload.data);\n            task.emit(TASK_EVENTS.TASK_ASSIGNED, task);\n            break;\n          case CC_EVENTS.AGENT_CONTACT_UNASSIGNED:\n            task = this.updateTaskData(task, {\n              ...payload.data,\n              wrapUpRequired: true,\n            });\n            task.emit(TASK_EVENTS.TASK_END, task);\n            break;\n          case CC_EVENTS.AGENT_CONTACT_OFFER_RONA:\n          case CC_EVENTS.AGENT_CONTACT_ASSIGN_FAILED:\n          case CC_EVENTS.AGENT_INVITE_FAILED: {\n            task = this.updateTaskData(task, payload.data);\n\n            const eventTypeToMetricMap: Record<string, keyof typeof METRIC_EVENT_NAMES> = {\n              [CC_EVENTS.AGENT_CONTACT_ASSIGN_FAILED]: 'AGENT_CONTACT_ASSIGN_FAILED',\n              [CC_EVENTS.AGENT_INVITE_FAILED]: 'AGENT_INVITE_FAILED',\n            };\n            const metricEventName: keyof typeof METRIC_EVENT_NAMES =\n              eventTypeToMetricMap[payload.data.type] || 'AGENT_RONA';\n\n            this.metricsManager.trackEvent(\n              METRIC_EVENT_NAMES[metricEventName],\n              {\n                ...MetricsManager.getCommonTrackingFieldForAQMResponse(payload.data),\n                taskId: payload.data.interactionId,\n                reason: payload.data.reason,\n              },\n              ['behavioral', 'operational']\n            );\n            this.handleTaskCleanup(task);\n            task.emit(TASK_EVENTS.TASK_REJECT, payload.data.reason);\n            break;\n          }\n          case CC_EVENTS.CONTACT_ENDED:\n            task = this.updateTaskData(task, {\n              ...payload.data,\n              wrapUpRequired: payload.data.interaction.state !== 'new',\n            });\n            this.handleTaskCleanup(task);\n            task.emit(TASK_EVENTS.TASK_END, task);\n\n            break;\n          case CC_EVENTS.AGENT_CONTACT_HELD:\n            // As soon as the main interaction is held, we need to emit TASK_HOLD\n            task = this.updateTaskData(task, payload.data);\n            task.emit(TASK_EVENTS.TASK_HOLD, task);\n            break;\n          case CC_EVENTS.AGENT_CONTACT_UNHELD:\n            // As soon as the main interaction is unheld, we need to emit TASK_RESUME\n            task = this.updateTaskData(task, payload.data);\n            task.emit(TASK_EVENTS.TASK_RESUME, task);\n            break;\n          case CC_EVENTS.AGENT_VTEAM_TRANSFERRED:\n            task = this.updateTaskData(task, {\n              ...payload.data,\n              wrapUpRequired: true,\n            });\n            task.emit(TASK_EVENTS.TASK_END, task);\n            break;\n          case CC_EVENTS.AGENT_CTQ_CANCEL_FAILED:\n            task = this.updateTaskData(task, payload.data);\n            task.emit(TASK_EVENTS.TASK_CONSULT_QUEUE_FAILED, task);\n            break;\n          case CC_EVENTS.AGENT_CONSULT_CREATED:\n            // Received when self agent initiates a consult\n            task = this.updateTaskData(task, {\n              ...payload.data,\n              isConsulted: false, // This ensures that the task consult status is always reset\n            });\n            task.emit(TASK_EVENTS.TASK_CONSULT_CREATED, task);\n            break;\n          case CC_EVENTS.AGENT_OFFER_CONSULT:\n            // Received when other agent sends us a consult offer\n            task = this.updateTaskData(task, {\n              ...payload.data,\n              isConsulted: true, // This ensures that the task is marked as us being requested for a consult\n            });\n            task.emit(TASK_EVENTS.TASK_OFFER_CONSULT, task);\n            break;\n          case CC_EVENTS.AGENT_CONSULTING:\n            // Received when agent is in an active consult state\n            // TODO: Check if we can use backend consult state instead of isConsulted\n            task = this.updateTaskData(task, payload.data);\n            if (task.data.isConsulted) {\n              // Fire only if you are the agent who received the consult request\n              task.emit(TASK_EVENTS.TASK_CONSULT_ACCEPTED, task);\n            } else {\n              // Fire only if you are the agent who initiated the consult\n              task.emit(TASK_EVENTS.TASK_CONSULTING, task);\n            }\n            break;\n          case CC_EVENTS.AGENT_CONSULT_FAILED:\n            // This can only be received by the agent who initiated the consult.\n            // We need not emit any event here since this will be result of promise\n            task = this.updateTaskData(task, payload.data);\n            break;\n          case CC_EVENTS.AGENT_CONSULT_ENDED:\n            task = this.updateTaskData(task, payload.data);\n            if (task.data.isConsulted) {\n              // This will be the end state of the task as soon as we end the consult in case of\n              // us being offered a consult\n              this.removeTaskFromCollection(task);\n            }\n            task.emit(TASK_EVENTS.TASK_CONSULT_END, task);\n            break;\n          case CC_EVENTS.AGENT_CTQ_CANCELLED:\n            // This event is received when the consult using queue is cancelled using API\n            task = this.updateTaskData(task, payload.data);\n            task.emit(TASK_EVENTS.TASK_CONSULT_QUEUE_CANCELLED, task);\n            break;\n          case CC_EVENTS.AGENT_WRAPUP:\n            task = this.updateTaskData(task, {...payload.data, wrapUpRequired: true});\n            task.emit(TASK_EVENTS.TASK_END, task);\n            break;\n          case CC_EVENTS.AGENT_WRAPPEDUP:\n            task.cancelAutoWrapupTimer();\n            this.removeTaskFromCollection(task);\n            task.emit(TASK_EVENTS.TASK_WRAPPEDUP, task);\n            break;\n          case CC_EVENTS.CONTACT_RECORDING_PAUSED:\n            task = this.updateTaskData(task, payload.data);\n            task.emit(TASK_EVENTS.TASK_RECORDING_PAUSED, task);\n            break;\n          case CC_EVENTS.CONTACT_RECORDING_PAUSE_FAILED:\n            task = this.updateTaskData(task, payload.data);\n            task.emit(TASK_EVENTS.TASK_RECORDING_PAUSE_FAILED, task);\n            break;\n          case CC_EVENTS.CONTACT_RECORDING_RESUMED:\n            task = this.updateTaskData(task, payload.data);\n            task.emit(TASK_EVENTS.TASK_RECORDING_RESUMED, task);\n            break;\n          case CC_EVENTS.CONTACT_RECORDING_RESUME_FAILED:\n            task = this.updateTaskData(task, payload.data);\n            task.emit(TASK_EVENTS.TASK_RECORDING_RESUME_FAILED, task);\n            break;\n          default:\n            break;\n        }\n        if (task) {\n          task.emit(payload.data.type, payload.data);\n        }\n      }\n    });\n  }\n\n  private updateTaskData(task: ITask, taskData: TaskData): ITask {\n    if (!task) {\n      return undefined;\n    }\n\n    if (!taskData?.interactionId) {\n      LoggerProxy.warn('Received task update with missing interactionId', {\n        module: TASK_MANAGER_FILE,\n        method: METHODS.UPDATE_TASK_DATA,\n      });\n    }\n\n    try {\n      const currentTask = task.updateTaskData(taskData);\n      this.taskCollection[taskData.interactionId] = currentTask;\n\n      return currentTask;\n    } catch (error) {\n      LoggerProxy.error(`Failed to update task`, {\n        module: TASK_MANAGER_FILE,\n        method: METHODS.UPDATE_TASK_DATA,\n        interactionId: taskData.interactionId,\n      });\n\n      return task;\n    }\n  }\n\n  private removeTaskFromCollection(task: ITask) {\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  private handleTaskCleanup(task: ITask) {\n    if (\n      this.webCallingService.loginOption === LoginOption.BROWSER &&\n      task.data.interaction.mediaType === 'telephony'\n    ) {\n      task.unregisterWebCallListeners();\n      this.webCallingService.cleanUpCall();\n    }\n    if (task.data.interaction.state === 'new') {\n      // Only remove tasks in 'new' state immediately. For other states,\n      // retain tasks until they complete wrap-up, unless the task disconnected before being answered.\n      this.removeTaskFromCollection(task);\n    }\n  }\n\n  /**\n   * @param taskId - Unique identifier for each task\n   */\n  public getTask = (taskId: string) => {\n    return this.taskCollection[taskId];\n  };\n\n  /**\n   * @param taskId - Unique identifier for each task\n   */\n  public getAllTasks = (): Record<TaskId, ITask> => {\n    return this.taskCollection;\n  };\n\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  public static getTaskManager = (\n    contact: ReturnType<typeof routingContact>,\n    webCallingService: WebCallingService,\n    webSocketManager: WebSocketManager\n  ): TaskManager => {\n    if (!this.taskManager) {\n      this.taskManager = new TaskManager(contact, webCallingService, webSocketManager);\n    }\n\n    return this.taskManager;\n  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package/dist/services/task/index.js

@@ -1132,36 +1132,38 @@ class Task extends _events.default {
    */
   async consultTransfer(consultTransferPayload) {
     try {
-      _loggerProxy.default.info(`Initiating consult transfer to ${consultTransferPayload.to}`, {
+      // Get the destination agent ID using custom logic from participants data
+      const destAgentId = (0, _Utils.getDestinationAgentId)(this.data.interaction?.participants, this.data.agentId);
+
+      // Resolve the target id (queue consult transfers go to the accepted agent)
+      if (!destAgentId) {
+        throw new Error('No agent has accepted this queue consult yet');
+      }
+      _loggerProxy.default.info(`Initiating consult transfer to ${consultTransferPayload?.to || destAgentId}`, {
         module: _constants.TASK_FILE,
         method: _constants2.METHODS.CONSULT_TRANSFER,
         interactionId: this.data.interactionId
       });
+      // Obtain payload based on desktop logic using TaskData
+      const finalDestinationType = (0, _Utils.deriveConsultTransferDestinationType)(this.data);
 
-      // For queue destinations, use the destAgentId from task data
-      if (consultTransferPayload.destinationType === _types2.CONSULT_TRANSFER_DESTINATION_TYPE.QUEUE) {
-        if (!this.data.destAgentId) {
-          throw new Error('No agent has accepted this queue consult yet');
-        }
-
-        // Override the destination with the agent who accepted the queue consult
-        consultTransferPayload = {
-          to: this.data.destAgentId,
-          destinationType: _types2.CONSULT_TRANSFER_DESTINATION_TYPE.AGENT
-        };
-      }
+      // By default we always use the computed destAgentId as the target id
+      const consultTransferRequest = {
+        to: destAgentId,
+        destinationType: finalDestinationType
+      };
       const result = await this.contact.consultTransfer({
         interactionId: this.data.interactionId,
-        data: consultTransferPayload
+        data: consultTransferRequest
       });
       this.metricsManager.trackEvent(_constants3.METRIC_EVENT_NAMES.TASK_TRANSFER_SUCCESS, {
         taskId: this.data.interactionId,
-        destination: consultTransferPayload.to,
-        destinationType: consultTransferPayload.destinationType,
+        destination: consultTransferRequest.to,
+        destinationType: consultTransferRequest.destinationType,
         isConsultTransfer: true,
         ..._MetricsManager.default.getCommonTrackingFieldForAQMResponse(result)
       }, ['operational', 'behavioral', 'business']);
-      _loggerProxy.default.log(`Consult transfer completed successfully to ${consultTransferPayload.to}`, {
+      _loggerProxy.default.log(`Consult transfer completed successfully to ${consultTransferPayload?.to || destAgentId}`, {
         module: _constants.TASK_FILE,
         method: _constants2.METHODS.CONSULT_TRANSFER,
         trackingId: result.trackingId,
@@ -1172,10 +1174,12 @@ class Task extends _events.default {
       const {
         error: detailedError
       } = (0, _Utils.getErrorDetails)(error, _constants2.METHODS.CONSULT_TRANSFER, _constants.TASK_FILE);
+      const failedDestinationType = (0, _Utils.deriveConsultTransferDestinationType)(this.data);
+      const failedDestAgentId = (0, _Utils.getDestinationAgentId)(this.data.interaction?.participants, this.data.agentId);
       this.metricsManager.trackEvent(_constants3.METRIC_EVENT_NAMES.TASK_TRANSFER_FAILED, {
         taskId: this.data.interactionId,
-        destination: consultTransferPayload.to,
-        destinationType: consultTransferPayload.destinationType,
+        destination: failedDestAgentId || '',
+        destinationType: failedDestinationType,
         isConsultTransfer: true,
         error: error.toString(),
         ..._MetricsManager.default.getCommonTrackingFieldForAQMResponseFailed(error.details || {})