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

package/src/services/task/TaskManager.ts

@@ -12,6 +12,12 @@ import LoggerProxy from '../../logger-proxy';
 import Task from '.';
 import MetricsManager from '../../metrics/MetricsManager';
 import {METRIC_EVENT_NAMES} from '../../metrics/constants';
+import {
+  checkParticipantNotInInteraction,
+  getIsConferenceInProgress,
+  isParticipantInMainInteraction,
+  isPrimary,
+} from './TaskUtils';
 
 /** @internal */
 export default class TaskManager extends EventEmitter {
@@ -28,6 +34,7 @@ export default class TaskManager extends EventEmitter {
   private metricsManager: MetricsManager;
   private static taskManager;
   private wrapupData: WrapupData;
+  private agentId: string;
   /**
    * @param contact - Routing Contact layer. Talks to AQMReq layer to convert events to promises
    * @param webCallingService - Webrtc Service Layer
@@ -52,6 +59,19 @@ export default class TaskManager extends EventEmitter {
     this.wrapupData = wrapupData;
   }
 
+  public setAgentId(agentId: string) {
+    this.agentId = agentId;
+  }
+
+  /**
+   * Gets the current agent ID
+   * @returns {string} The agent ID set for this task manager instance
+   * @public
+   */
+  public getAgentId(): string {
+    return this.agentId;
+  }
+
   private handleIncomingWebCall = (call: ICall) => {
     const currentTask = Object.values(this.taskCollection).find(
       (task) => task.data.interaction.mediaType === 'telephony'
@@ -114,10 +134,10 @@ export default class TaskManager extends EventEmitter {
                 {
                   ...payload.data,
                   wrapUpRequired:
-                    payload.data.interaction?.participants?.[payload.data.agentId]?.isWrapUp ||
-                    false,
+                    payload.data.interaction?.participants?.[this.agentId]?.isWrapUp || false,
                 },
-                this.wrapupData
+                this.wrapupData,
+                this.agentId
               );
               this.taskCollection[payload.data.interactionId] = task;
               // Condition 1: The state is=new i.e it is a incoming task
@@ -153,8 +173,9 @@ export default class TaskManager extends EventEmitter {
                 ...payload.data,
                 isConsulted: false,
               },
-              this.wrapupData
-            ); // Ensure isConsulted prop exists
+              this.wrapupData,
+              this.agentId
+            );
             this.taskCollection[payload.data.interactionId] = task;
             if (
               this.webCallingService.loginOption !== LoginOption.BROWSER ||
@@ -324,6 +345,102 @@ export default class TaskManager extends EventEmitter {
             task = this.updateTaskData(task, payload.data);
             task.emit(TASK_EVENTS.TASK_RECORDING_RESUME_FAILED, task);
             break;
+          case CC_EVENTS.AGENT_CONSULT_CONFERENCING:
+            // Conference is being established - update task state and emit establishing event
+            task = this.updateTaskData(task, payload.data);
+            task.emit(TASK_EVENTS.TASK_CONFERENCE_ESTABLISHING, task);
+            break;
+          case CC_EVENTS.AGENT_CONSULT_CONFERENCED:
+            // Conference started successfully - update task state and emit event
+            task = this.updateTaskData(task, payload.data);
+            task.emit(TASK_EVENTS.TASK_CONFERENCE_STARTED, task);
+            break;
+          case CC_EVENTS.AGENT_CONSULT_CONFERENCE_FAILED:
+            // Conference failed - update task state and emit failure event
+            task = this.updateTaskData(task, payload.data);
+            task.emit(TASK_EVENTS.TASK_CONFERENCE_FAILED, task);
+            break;
+          case CC_EVENTS.AGENT_CONSULT_CONFERENCE_ENDED:
+            // Conference ended - update task state and emit event
+            task = this.updateTaskData(task, payload.data);
+            if (
+              !task ||
+              isPrimary(task, this.agentId) ||
+              isParticipantInMainInteraction(task, this.agentId)
+            ) {
+              LoggerProxy.log('Primary or main interaction participant leaving conference');
+            } else {
+              this.removeTaskFromCollection(task);
+            }
+            task?.emit(TASK_EVENTS.TASK_CONFERENCE_ENDED, task);
+            break;
+          case CC_EVENTS.PARTICIPANT_JOINED_CONFERENCE: {
+            // Participant joined conference - update task state with participant information and emit event
+            // Pre-calculate isConferenceInProgress with updated data to avoid double update
+            const simulatedTaskForJoin = {
+              ...task,
+              data: {...task.data, ...payload.data},
+            };
+            task = this.updateTaskData(task, {
+              ...payload.data,
+              isConferenceInProgress: getIsConferenceInProgress(simulatedTaskForJoin),
+            });
+            task.emit(TASK_EVENTS.TASK_PARTICIPANT_JOINED, task);
+            break;
+          }
+          case CC_EVENTS.PARTICIPANT_LEFT_CONFERENCE: {
+            // Conference ended - update task state and emit event
+            // Pre-calculate isConferenceInProgress with updated data to avoid double update
+            const simulatedTaskForLeft = {
+              ...task,
+              data: {...task.data, ...payload.data},
+            };
+            task = this.updateTaskData(task, {
+              ...payload.data,
+              isConferenceInProgress: getIsConferenceInProgress(simulatedTaskForLeft),
+            });
+            if (checkParticipantNotInInteraction(task, this.agentId)) {
+              if (
+                isParticipantInMainInteraction(task, this.agentId) ||
+                isPrimary(task, this.agentId)
+              ) {
+                LoggerProxy.log('Primary or main interaction participant leaving conference');
+              } else {
+                this.removeTaskFromCollection(task);
+              }
+            }
+            task.emit(TASK_EVENTS.TASK_PARTICIPANT_LEFT, task);
+            break;
+          }
+          case CC_EVENTS.PARTICIPANT_LEFT_CONFERENCE_FAILED:
+            // Conference exit failed - update task state and emit failure event
+            task = this.updateTaskData(task, payload.data);
+            task.emit(TASK_EVENTS.TASK_PARTICIPANT_LEFT_FAILED, task);
+            break;
+          case CC_EVENTS.AGENT_CONSULT_CONFERENCE_END_FAILED:
+            // Conference end failed - update task state with error details and emit failure event
+            task = this.updateTaskData(task, payload.data);
+            task.emit(TASK_EVENTS.TASK_CONFERENCE_END_FAILED, task);
+            break;
+          case CC_EVENTS.AGENT_CONFERENCE_TRANSFERRED:
+            // Conference was transferred - update task state and emit transfer success event
+            // Note: Backend should provide hasLeft and wrapUpRequired status
+            task = this.updateTaskData(task, payload.data);
+            task.emit(TASK_EVENTS.TASK_CONFERENCE_TRANSFERRED, task);
+            break;
+          case CC_EVENTS.AGENT_CONFERENCE_TRANSFER_FAILED:
+            // Conference transfer failed - update task state with error details and emit failure event
+            task = this.updateTaskData(task, payload.data);
+            task.emit(TASK_EVENTS.TASK_CONFERENCE_TRANSFER_FAILED, task);
+            break;
+          case CC_EVENTS.CONSULTED_PARTICIPANT_MOVING:
+            // Participant is being moved/transferred - update task state with movement info
+            task = this.updateTaskData(task, payload.data);
+            break;
+          case CC_EVENTS.PARTICIPANT_POST_CALL_ACTIVITY:
+            // Post-call activity for participant - update task state with activity details
+            task = this.updateTaskData(task, payload.data);
+            break;
           default:
             break;
         }

package/src/services/task/TaskUtils.ts

@@ -0,0 +1,81 @@
+/* eslint-disable import/prefer-default-export */
+import {ITask} from './types';
+
+/**
+ * Determines if the given agent is the primary agent (owner) of the task
+ * @param task - The task to check
+ * @param agentId - The agent ID to check for primary status
+ * @returns true if the agent is the primary agent, false otherwise
+ */
+export const isPrimary = (task: ITask, agentId: string): boolean => {
+  if (!task.data?.interaction?.owner) {
+    // Fall back to checking data.agentId when owner is not set
+    return task.data.agentId === agentId;
+  }
+
+  return task.data.interaction.owner === agentId;
+};
+
+/**
+ * Checks if the given agent is a participant in the main interaction (mainCall)
+ * @param task - The task to check
+ * @param agentId - The agent ID to check for participation
+ * @returns true if the agent is a participant in the main interaction, false otherwise
+ */
+export const isParticipantInMainInteraction = (task: ITask, agentId: string): boolean => {
+  if (!task?.data?.interaction?.media) {
+    return false;
+  }
+
+  return Object.values(task.data.interaction.media).some(
+    (mediaObj) =>
+      mediaObj && mediaObj.mType === 'mainCall' && mediaObj.participants?.includes(agentId)
+  );
+};
+
+/**
+ * Checks if the given agent is not in the interaction or has left the interaction
+ * @param task - The task to check
+ * @param agentId - The agent ID to check
+ * @returns true if the agent is not in the interaction or has left, false otherwise
+ */
+export const checkParticipantNotInInteraction = (task: ITask, agentId: string): boolean => {
+  if (!task?.data?.interaction?.participants) {
+    return true;
+  }
+  const {data} = task;
+
+  return (
+    !(agentId in data.interaction.participants) ||
+    (agentId in data.interaction.participants && data.interaction.participants[agentId].hasLeft)
+  );
+};
+
+/**
+ * Determines if a conference is currently in progress based on the number of active agent participants
+ * @param task - The task to check for conference status
+ * @returns true if there are 2 or more active agent participants in the main call, false otherwise
+ */
+export const getIsConferenceInProgress = (task: ITask): boolean => {
+  const mediaMainCall = task?.data?.interaction?.media?.[task?.data?.interactionId];
+  const participantsInMainCall = new Set(mediaMainCall?.participants);
+  const participants = task?.data?.interaction?.participants;
+
+  const agentParticipants = new Set();
+  if (participantsInMainCall.size > 0) {
+    participantsInMainCall.forEach((participantId: string) => {
+      const participant = participants?.[participantId];
+      if (
+        participant &&
+        participant.pType !== 'Customer' &&
+        participant.pType !== 'Supervisor' &&
+        !participant.hasLeft &&
+        participant.pType !== 'VVA'
+      ) {
+        agentParticipants.add(participantId);
+      }
+    });
+  }
+
+  return agentParticipants.size >= 2;
+};

package/src/services/task/constants.ts

@@ -17,9 +17,31 @@ export const PAUSE = '/record/pause';
 export const RESUME = '/record/resume';
 export const WRAPUP = '/wrapup';
 export const END = '/end';
+export const CONSULT_CONFERENCE = '/consult/conference';
+export const CONFERENCE_EXIT = '/conference/exit';
+export const CONFERENCE_TRANSFER = '/conference/transfer';
 export const TASK_MANAGER_FILE = 'taskManager';
 export const TASK_FILE = 'task';
 
+/**
+ * Task data field names that should be preserved during reconciliation
+ * These fields are retained even if not present in new data during updates
+ */
+export const PRESERVED_TASK_DATA_FIELDS = {
+  /** Indicates if the task is in consultation state */
+  IS_CONSULTED: 'isConsulted',
+  /** Indicates if wrap-up is required for this task */
+  WRAP_UP_REQUIRED: 'wrapUpRequired',
+  /** Indicates if a conference is currently in progress (2+ active agents) */
+  IS_CONFERENCE_IN_PROGRESS: 'isConferenceInProgress',
+};
+
+/**
+ * Array of task data field names that should not be deleted during reconciliation
+ * Used by reconcileData method to preserve important task state fields
+ */
+export const KEYS_TO_NOT_DELETE: string[] = Object.values(PRESERVED_TASK_DATA_FIELDS);
+
 // METHOD NAMES
 export const METHODS = {
   // Task class methods
@@ -36,6 +58,9 @@ export const METHODS = {
   END_CONSULT: 'endConsult',
   TRANSFER: 'transfer',
   CONSULT_TRANSFER: 'consultTransfer',
+  CONSULT_CONFERENCE: 'consultConference',
+  EXIT_CONFERENCE: 'exitConference',
+  TRANSFER_CONFERENCE: 'transferConference',
   UPDATE_TASK_DATA: 'updateTaskData',
   RECONCILE_DATA: 'reconcileData',
 

package/src/services/task/contact.ts

@@ -17,6 +17,9 @@ import {
   TRANSFER,
   UNHOLD,
   WRAPUP,
+  CONSULT_CONFERENCE,
+  CONFERENCE_EXIT,
+  CONFERENCE_TRANSFER,
 } from './constants';
 import * as Contact from './types';
 import {DESTINATION_TYPE} from './types';
@@ -425,5 +428,82 @@ export default function routingContact(aqm: AqmReqs) {
         errId: 'Service.aqm.task.cancelCtq',
       },
     })),
+
+    /*
+     * Start consult conference
+     */
+    consultConference: aqm.req(
+      (p: {interactionId: string; data: Contact.ConsultConferenceData}) => ({
+        url: `${TASK_API}${p.interactionId}${CONSULT_CONFERENCE}`,
+        data: p.data,
+        host: WCC_API_GATEWAY,
+        err,
+        notifSuccess: {
+          bind: {
+            type: TASK_MESSAGE_TYPE,
+            data: {
+              type: [CC_EVENTS.AGENT_CONSULT_CONFERENCED, CC_EVENTS.AGENT_CONSULT_CONFERENCING],
+              interactionId: p.interactionId,
+            }, // any of the two events can be received for API success event
+          },
+          msg: {} as Contact.AgentContact,
+        },
+        notifFail: {
+          bind: {
+            type: TASK_MESSAGE_TYPE,
+            data: {type: CC_EVENTS.AGENT_CONSULT_CONFERENCE_FAILED},
+          },
+          errId: 'Service.aqm.task.consultConference',
+        },
+      })
+    ),
+
+    /*
+     * Exit conference
+     */
+    exitConference: aqm.req((p: {interactionId: string}) => ({
+      url: `${TASK_API}${p.interactionId}${CONFERENCE_EXIT}`,
+      data: {},
+      host: WCC_API_GATEWAY,
+      err,
+      notifSuccess: {
+        bind: {
+          type: TASK_MESSAGE_TYPE,
+          data: {type: CC_EVENTS.PARTICIPANT_LEFT_CONFERENCE, interactionId: p.interactionId},
+        },
+        msg: {} as Contact.AgentContact,
+      },
+      notifFail: {
+        bind: {
+          type: TASK_MESSAGE_TYPE,
+          data: {type: CC_EVENTS.PARTICIPANT_LEFT_CONFERENCE_FAILED}, // to be finalized
+        },
+        errId: 'Service.aqm.task.consultConference',
+      },
+    })),
+
+    /*
+     * Transfer conference
+     */
+    conferenceTransfer: aqm.req((p: {interactionId: string}) => ({
+      url: `${TASK_API}${p.interactionId}${CONFERENCE_TRANSFER}`,
+      data: {},
+      host: WCC_API_GATEWAY,
+      err,
+      notifSuccess: {
+        bind: {
+          type: TASK_MESSAGE_TYPE,
+          data: {type: CC_EVENTS.PARTICIPANT_LEFT_CONFERENCE, interactionId: p.interactionId},
+        },
+        msg: {} as Contact.AgentContact,
+      },
+      notifFail: {
+        bind: {
+          type: TASK_MESSAGE_TYPE,
+          data: {type: CC_EVENTS.AGENT_CONFERENCE_TRANSFER_FAILED},
+        },
+        errId: 'Service.aqm.task.consultConference',
+      },
+    })),
   };
 }