@webex/contact-center 3.9.0-next.9 → 3.10.0-next.1

package/src/services/task/index.ts

@@ -5,11 +5,12 @@ import {
   generateTaskErrorObject,
   deriveConsultTransferDestinationType,
   getDestinationAgentId,
+  buildConsultConferenceParamData,
 } from '../core/Utils';
 import {Failure} from '../core/GlobalTypes';
 import {LoginOption} from '../../types';
 import {TASK_FILE} from '../../constants';
-import {METHODS} from './constants';
+import {METHODS, KEYS_TO_NOT_DELETE} from './constants';
 import routingContact from './contact';
 import LoggerProxy from '../../logger-proxy';
 import {
@@ -138,6 +139,7 @@ export default class Task extends EventEmitter implements ITask {
   public webCallMap: Record<TaskId, CallId>;
   private wrapupData: WrapupData;
   public autoWrapup?: AutoWrapup;
+  private agentId: string;
 
   /**
    * Creates a new Task instance which provides the following features:
@@ -150,7 +152,8 @@ export default class Task extends EventEmitter implements ITask {
     contact: ReturnType<typeof routingContact>,
     webCallingService: WebCallingService,
     data: TaskData,
-    wrapupData: WrapupData
+    wrapupData: WrapupData,
+    agentId: string
   ) {
     super();
     this.contact = contact;
@@ -161,6 +164,7 @@ export default class Task extends EventEmitter implements ITask {
     this.metricsManager = MetricsManager.getInstance();
     this.registerWebCallListeners();
     this.setupAutoWrapupTimer();
+    this.agentId = agentId;
   }
 
   /**
@@ -277,9 +281,24 @@ export default class Task extends EventEmitter implements ITask {
    * @private
    */
   private reconcileData(oldData: TaskData, newData: TaskData): TaskData {
+    // Remove keys from oldData that are not in newData
+    Object.keys(oldData).forEach((key) => {
+      if (!(key in newData) && !KEYS_TO_NOT_DELETE.includes(key as string)) {
+        delete oldData[key];
+      }
+    });
+
+    // Merge or update keys from newData
     Object.keys(newData).forEach((key) => {
-      if (newData[key] && typeof newData[key] === 'object' && !Array.isArray(newData[key])) {
-        oldData[key] = this.reconcileData({...oldData[key]}, newData[key]);
+      if (
+        newData[key] &&
+        typeof newData[key] === 'object' &&
+        !Array.isArray(newData[key]) &&
+        oldData[key] &&
+        typeof oldData[key] === 'object' &&
+        !Array.isArray(oldData[key])
+      ) {
+        this.reconcileData(oldData[key], newData[key]);
       } else {
         oldData[key] = newData[key];
       }
@@ -507,6 +526,7 @@ export default class Task extends EventEmitter implements ITask {
    * Puts the current task/interaction on hold.
    * Emits task:hold event when successful. For voice tasks, this mutes the audio.
    *
+   * @param mediaResourceId - Optional media resource ID to use for the hold operation. If not provided, uses the task's current mediaResourceId
    * @returns Promise<TaskResponse>
    * @throws Error if hold operation fails
    * @example
@@ -527,9 +547,17 @@ export default class Task extends EventEmitter implements ITask {
    *   console.error('Failed to place task on hold:', error);
    *   // Handle error (e.g., show error message, reset UI state)
    * }
+   *
+   * // Place task on hold with custom mediaResourceId
+   * try {
+   *   await task.hold('custom-media-resource-id');
+   *   console.log('Successfully placed task on hold with custom mediaResourceId');
+   * } catch (error) {
+   *   console.error('Failed to place task on hold:', error);
+   * }
    * ```
    */
-  public async hold(): Promise<TaskResponse> {
+  public async hold(mediaResourceId?: string): Promise<TaskResponse> {
     try {
       LoggerProxy.info(`Holding task`, {
         module: TASK_FILE,
@@ -542,9 +570,11 @@ export default class Task extends EventEmitter implements ITask {
         METRIC_EVENT_NAMES.TASK_HOLD_FAILED,
       ]);
 
+      const effectiveMediaResourceId = mediaResourceId ?? this.data.mediaResourceId;
+
       const response = await this.contact.hold({
         interactionId: this.data.interactionId,
-        data: {mediaResourceId: this.data.mediaResourceId},
+        data: {mediaResourceId: effectiveMediaResourceId},
       });
 
       this.metricsManager.trackEvent(
@@ -552,7 +582,7 @@ export default class Task extends EventEmitter implements ITask {
         {
           ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),
           taskId: this.data.interactionId,
-          mediaResourceId: this.data.mediaResourceId,
+          mediaResourceId: effectiveMediaResourceId,
         },
         ['operational', 'behavioral']
       );
@@ -574,11 +604,13 @@ export default class Task extends EventEmitter implements ITask {
         errorData: err.data?.errorData,
         reasonCode: err.data?.reasonCode,
       };
+      const effectiveMediaResourceId = mediaResourceId ?? this.data.mediaResourceId;
+
       this.metricsManager.trackEvent(
         METRIC_EVENT_NAMES.TASK_HOLD_FAILED,
         {
           taskId: this.data.interactionId,
-          mediaResourceId: this.data.mediaResourceId,
+          mediaResourceId: effectiveMediaResourceId,
           error: error.toString(),
           ...taskErrorProps,
           ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),
@@ -593,6 +625,7 @@ export default class Task extends EventEmitter implements ITask {
    * Resumes the task/interaction that was previously put on hold.
    * Emits task:resume event when successful. For voice tasks, this restores the audio.
    *
+   * @param mediaResourceId - Optional media resource ID to use for the resume operation. If not provided, uses the task's current mediaResourceId from interaction media
    * @returns Promise<TaskResponse>
    * @throws Error if resume operation fails
    * @example
@@ -613,9 +646,17 @@ export default class Task extends EventEmitter implements ITask {
    *   console.error('Failed to resume task:', error);
    *   // Handle error (e.g., show error message)
    * }
+   *
+   * // Resume task from hold with custom mediaResourceId
+   * try {
+   *   await task.resume('custom-media-resource-id');
+   *   console.log('Successfully resumed task from hold with custom mediaResourceId');
+   * } catch (error) {
+   *   console.error('Failed to resume task:', error);
+   * }
    * ```
    */
-  public async resume(): Promise<TaskResponse> {
+  public async resume(mediaResourceId?: string): Promise<TaskResponse> {
     try {
       LoggerProxy.info(`Resuming task`, {
         module: TASK_FILE,
@@ -623,7 +664,9 @@ export default class Task extends EventEmitter implements ITask {
         interactionId: this.data.interactionId,
       });
       const {mainInteractionId} = this.data.interaction;
-      const {mediaResourceId} = this.data.interaction.media[mainInteractionId];
+      const defaultMediaResourceId =
+        this.data.interaction.media[mainInteractionId]?.mediaResourceId;
+      const effectiveMediaResourceId = mediaResourceId ?? defaultMediaResourceId;
 
       this.metricsManager.timeEvent([
         METRIC_EVENT_NAMES.TASK_RESUME_SUCCESS,
@@ -632,7 +675,7 @@ export default class Task extends EventEmitter implements ITask {
 
       const response = await this.contact.unHold({
         interactionId: this.data.interactionId,
-        data: {mediaResourceId},
+        data: {mediaResourceId: effectiveMediaResourceId},
       });
 
       this.metricsManager.trackEvent(
@@ -640,7 +683,7 @@ export default class Task extends EventEmitter implements ITask {
         {
           taskId: this.data.interactionId,
           mainInteractionId,
-          mediaResourceId,
+          mediaResourceId: effectiveMediaResourceId,
           ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),
         },
         ['operational', 'behavioral']
@@ -657,6 +700,11 @@ export default class Task extends EventEmitter implements ITask {
     } catch (error) {
       const err = generateTaskErrorObject(error, METHODS.RESUME, TASK_FILE);
       const mainInteractionId = this.data.interaction?.mainInteractionId;
+      const defaultMediaResourceId = mainInteractionId
+        ? this.data.interaction.media[mainInteractionId]?.mediaResourceId
+        : '';
+      const effectiveMediaResourceId = mediaResourceId ?? defaultMediaResourceId;
+
       const taskErrorProps = {
         trackingId: err.data?.trackingId,
         errorMessage: err.data?.message,
@@ -669,9 +717,7 @@ export default class Task extends EventEmitter implements ITask {
         {
           taskId: this.data.interactionId,
           mainInteractionId,
-          mediaResourceId: mainInteractionId
-            ? this.data.interaction.media[mainInteractionId].mediaResourceId
-            : '',
+          mediaResourceId: effectiveMediaResourceId,
           ...taskErrorProps,
           ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),
         },
@@ -1488,4 +1534,281 @@ export default class Task extends EventEmitter implements ITask {
       throw err;
     }
   }
+
+  /**
+   * Starts a consultation conference by merging the consultation call with the main call
+   *
+   * Creates a three-way conference between the agent, customer, and consulted party
+   * Extracts required consultation data from the current task data
+   * On success, emits a `task:conferenceStarted` event
+   *
+   * @returns Promise<TaskResponse> - Response from the consultation conference API
+   * @throws Error if the operation fails or if consultation data is invalid
+   *
+   * @example
+   * ```typescript
+   * try {
+   *   await task.consultConference();
+   *   console.log('Conference started successfully');
+   * } catch (error) {
+   *   console.error('Failed to start conference:', error);
+   * }
+   * ```
+   */
+  public async consultConference(): Promise<TaskResponse> {
+    // Extract consultation conference data from task data (used in both try and catch)
+    const consultationData = {
+      agentId: this.agentId,
+      destAgentId: this.data.destAgentId,
+      destinationType: this.data.destinationType || 'agent',
+    };
+
+    try {
+      LoggerProxy.info(`Initiating consult conference to ${consultationData.destAgentId}`, {
+        module: TASK_FILE,
+        method: METHODS.CONSULT_CONFERENCE,
+        interactionId: this.data.interactionId,
+      });
+
+      const paramsDataForConferenceV2 = buildConsultConferenceParamData(
+        consultationData,
+        this.data.interactionId
+      );
+
+      const response = await this.contact.consultConference({
+        interactionId: paramsDataForConferenceV2.interactionId,
+        data: paramsDataForConferenceV2.data,
+      });
+
+      // Track success metrics (following consultTransfer pattern)
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_CONFERENCE_START_SUCCESS,
+        {
+          taskId: this.data.interactionId,
+          destination: paramsDataForConferenceV2.data.to,
+          destinationType: paramsDataForConferenceV2.data.destinationType,
+          agentId: paramsDataForConferenceV2.data.agentId,
+          ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+
+      LoggerProxy.log(`Consult conference started successfully`, {
+        module: TASK_FILE,
+        method: METHODS.CONSULT_CONFERENCE,
+        interactionId: this.data.interactionId,
+      });
+
+      return response;
+    } catch (error) {
+      const err = generateTaskErrorObject(error, METHODS.CONSULT_CONFERENCE, TASK_FILE);
+      const taskErrorProps = {
+        trackingId: err.data?.trackingId,
+        errorMessage: err.data?.message,
+        errorType: err.data?.errorType,
+        errorData: err.data?.errorData,
+        reasonCode: err.data?.reasonCode,
+      };
+
+      // Track failure metrics (following consultTransfer pattern)
+      // Build conference data for error tracking using extracted data
+      const failedParamsData = buildConsultConferenceParamData(
+        consultationData,
+        this.data.interactionId
+      );
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_CONFERENCE_START_FAILED,
+        {
+          taskId: this.data.interactionId,
+          destination: failedParamsData.data.to,
+          destinationType: failedParamsData.data.destinationType,
+          agentId: failedParamsData.data.agentId,
+          error: error.toString(),
+          ...taskErrorProps,
+          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+
+      LoggerProxy.error(`Failed to start consult conference`, {
+        module: TASK_FILE,
+        method: METHODS.CONSULT_CONFERENCE,
+        interactionId: this.data.interactionId,
+      });
+
+      throw err;
+    }
+  }
+
+  /**
+   * Exits the current conference by removing the agent from the conference call
+   *
+   * Exits the agent from the conference, leaving the customer and consulted party connected
+   * On success, emits a `task:conferenceEnded` event
+   *
+   * @returns Promise<TaskResponse> - Response from the conference exit API
+   * @throws Error if the operation fails or if no active conference exists
+   *
+   * @example
+   * ```typescript
+   * try {
+   *   await task.exitConference();
+   *   console.log('Successfully exited conference');
+   * } catch (error) {
+   *   console.error('Failed to exit conference:', error);
+   * }
+   * ```
+   */
+  public async exitConference(): Promise<TaskResponse> {
+    try {
+      LoggerProxy.info(`Exiting consult conference`, {
+        module: TASK_FILE,
+        method: METHODS.EXIT_CONFERENCE,
+        interactionId: this.data.interactionId,
+      });
+
+      // Validate that interaction ID exists
+      if (!this.data.interactionId) {
+        throw new Error('Invalid interaction ID');
+      }
+
+      const response = await this.contact.exitConference({
+        interactionId: this.data.interactionId,
+      });
+
+      // Track success metrics (following consultTransfer pattern)
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_CONFERENCE_END_SUCCESS,
+        {
+          taskId: this.data.interactionId,
+          ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+
+      LoggerProxy.log(`Consult conference exited successfully`, {
+        module: TASK_FILE,
+        method: METHODS.EXIT_CONFERENCE,
+        interactionId: this.data.interactionId,
+      });
+
+      return response;
+    } catch (error) {
+      const err = generateTaskErrorObject(error, METHODS.EXIT_CONFERENCE, TASK_FILE);
+      const taskErrorProps = {
+        trackingId: err.data?.trackingId,
+        errorMessage: err.data?.message,
+        errorType: err.data?.errorType,
+        errorData: err.data?.errorData,
+        reasonCode: err.data?.reasonCode,
+      };
+
+      // Track failure metrics (following consultTransfer pattern)
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_CONFERENCE_END_FAILED,
+        {
+          taskId: this.data.interactionId,
+          error: error.toString(),
+          ...taskErrorProps,
+          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+
+      LoggerProxy.error(`Failed to exit consult conference`, {
+        module: TASK_FILE,
+        method: METHODS.EXIT_CONFERENCE,
+        interactionId: this.data.interactionId,
+      });
+
+      throw err;
+    }
+  }
+
+  /**
+   * Transfers the current conference to another agent
+   *
+   * Moves the entire conference (including all participants) to a new agent,
+   * while the current agent exits and goes to wrapup
+   * On success, the current agent receives `task:conferenceEnded` event
+   *
+   * @returns Promise<TaskResponse> - Response from the conference transfer API
+   * @throws Error if the operation fails or if no active conference exists
+   *
+   * @example
+   * ```typescript
+   * try {
+   *   await task.transferConference();
+   *   console.log('Conference transferred successfully');
+   * } catch (error) {
+   *   console.error('Failed to transfer conference:', error);
+   * }
+   * ```
+   */
+  public async transferConference(): Promise<TaskResponse> {
+    try {
+      LoggerProxy.info(`Transferring conference`, {
+        module: TASK_FILE,
+        method: METHODS.TRANSFER_CONFERENCE,
+        interactionId: this.data.interactionId,
+      });
+
+      // Validate that interaction ID exists
+      if (!this.data.interactionId) {
+        throw new Error('Invalid interaction ID');
+      }
+
+      const response = await this.contact.conferenceTransfer({
+        interactionId: this.data.interactionId,
+      });
+
+      // Track success metrics (following consultTransfer pattern)
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_CONFERENCE_TRANSFER_SUCCESS,
+        {
+          taskId: this.data.interactionId,
+          ...MetricsManager.getCommonTrackingFieldForAQMResponse(response),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+
+      LoggerProxy.log(`Conference transferred successfully`, {
+        module: TASK_FILE,
+        method: METHODS.TRANSFER_CONFERENCE,
+        interactionId: this.data.interactionId,
+      });
+
+      return response;
+    } catch (error) {
+      const err = generateTaskErrorObject(error, METHODS.TRANSFER_CONFERENCE, TASK_FILE);
+      const taskErrorProps = {
+        trackingId: err.data?.trackingId,
+        errorMessage: err.data?.message,
+        errorType: err.data?.errorType,
+        errorData: err.data?.errorData,
+        reasonCode: err.data?.reasonCode,
+      };
+
+      // Track failure metrics (following consultTransfer pattern)
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.TASK_CONFERENCE_TRANSFER_FAILED,
+        {
+          taskId: this.data.interactionId,
+          error: error.toString(),
+          ...taskErrorProps,
+          ...MetricsManager.getCommonTrackingFieldForAQMResponseFailed(error.details || {}),
+        },
+        ['operational', 'behavioral', 'business']
+      );
+
+      LoggerProxy.error(`Failed to transfer conference`, {
+        module: TASK_FILE,
+        method: METHODS.TRANSFER_CONFERENCE,
+        interactionId: this.data.interactionId,
+      });
+
+      throw err;
+    }
+  }
 }