It is necessary to listen to all task events only if your application supports multi-session usage (i.e., the same agent is signed in from multiple tabs, windows, or devices). For single-session applications, promise-based method responses are sufficient for most scenarios, and you typically only need to subscribe to a select set of events. The specific events required are indicated in the relevant sections below.

## Overview Tasks represent customer interactions. Your app typically: - Listens for new and existing tasks - Renders a task list and a selected task view - Accepts or declines inbound tasks - Performs channel-appropriate controls (e.g., telephony call controls) - Transfers or consults when supported - Ends and wraps up tasks - Initiates outbound calls (telephony) ## Receiving Tasks Subscribe to task events from the plugin: ```javascript // New inbound tasks webex.cc.on('task:incoming', (task) => { // Add task to your UI and set currentTask }); // Existing/updated tasks webex.cc.on('task:hydrate', (task) => { // Refresh UI for updated task data }); // Optional: render task list const taskList = webex.cc.taskManager.getAllTasks(); ``` ## Selecting and Handling a Task When a task is selected, update the UI and enable/disable controls based on the channel and state. For example, telephony tasks expose voice controls, while digital tasks do not. ## Response Type: TaskResponse All task operations resolve to a common response union type: | variant | description | | --- | --- | | `AgentContact` | Structured contact update payload containing task/interaction data (e.g., `trackingId`, `agentId`, `mediaResourceId`, `interaction`, `consultMediaResourceId`, `destAgentId`, etc.). | | `Error` | Error object when an operation fails. | | `void` | No payload for operations that do not return data. | Use per-method sections below to see whether a given call typically returns a payload or `void`. ### AgentContact payload structure When a task method resolves with an `AgentContact`, common fields include: | key | description | | --- | --- | | `interactionId` | Unique identifier for the interaction. | | `trackingId` | Tracking identifier for diagnostics/telemetry. | | `agentId` | Current agent id. | | `mediaResourceId` | Media resource id for the active leg. | | `destAgentId` | Destination agent id (consult/transfer scenarios). | | `consultMediaResourceId` | Media resource id used during consult. | | `interaction` | Full interaction object (see next section). | | `reason` / `reasonCode` | Reason details when present (e.g., rejections). | ### Interaction structure Top-level fields on the `interaction` object (core subset): | key | description | | --- | --- | | `interactionId` | Unique interaction id. | | `mediaType` | Channel type (e.g., `telephony`, `chat`, `email`, `social`). | | `state` | Current interaction state. | | `participants` | Participants map/object. | | `mainInteractionId` | Main interaction id (optional). | | `media` | Map of media entries keyed by id (see Media entry). | | `callProcessingDetails` | Selected call-processing fields (see below). | Media entry structure (core subset): | key | description | | --- | --- | | `mediaResourceId` | Media resource id. | | `mediaType` | Media channel type. | | `isHold` | Whether media is held. | callProcessingDetails (core subset): | key | description | | --- | --- | | `QMgrName` | Queue Manager name. | | `virtualTeamName` | Virtual team name. | | `customerName` | Customer’s name. | | `ani` / `dnis` | Caller and dialed numbers (where applicable). | | `pauseResumeEnabled` | Whether pause/resume is enabled (optional). | | `isPaused` | Whether interaction is paused (optional). | | `ronaTimeout` | RONA timeout (seconds). | ## Accept Task Accept an offered task. ```javascript await currentTask.accept(); ``` #### Request Parameters No parameters. #### Response Payload - Telephony (BROWSER): resolves with no payload. - Digital (chat, email, social): resolves with a [TaskResponse](#taskresponse) object (includes at least `trackingId`). #### Relevant Task Events - `task:assigned` — Emitted when the task has been successfully accepted. - `task:media` — Emitted for telephony tasks with a remote audio track. ## Decline Task Decline an offered task. ```javascript await currentTask.decline(); ``` #### Request Parameters No parameters. #### Response Payload - Resolves with no payload. #### Relevant Task Events - `task:rejected` — Emitted with a reason when a task is rejected/unanswered. ## Voice Media (Telephony) For telephony tasks, attach remote audio when media is available: ```javascript currentTask.on('task:media', (track) => { const audioElement = document.getElementById('remote-audio'); audioElement.srcObject = new MediaStream([track]); }); ``` ## Telephony Controls Use these controls only for telephony tasks. ### Hold Task Place the active task on hold. ```javascript await currentTask.hold(); ``` #### Request Parameters No parameters. #### Response Payload - Resolves with a [TaskResponse](#taskresponse). #### Relevant Task Events - `task:hold` — Emitted when the task is placed on hold. ### Resume Task Resume the active task that is held. ```javascript await currentTask.resume(); ``` #### Request Parameters No parameters. #### Response Payload - Resolves with a [TaskResponse](#taskresponse). #### Relevant Task Events - `task:resume` — Emitted when the task is resumed from hold. ### Mute/Unmute (WebRTC) Toggle the agent’s microphone for Desktop (WebRTC) calls. ```javascript await currentTask.toggleMute(); ``` #### Request Parameters No parameters. #### Response Payload - Resolves with no payload. ### Pause Recording Pause call recording when permitted. Users must have permission to control the recordings, else this method will fail. ```javascript await currentTask.pauseRecording(); ``` #### Request Parameters No parameters. #### Response Payload - Resolves with a [TaskResponse](#taskresponse). #### Relevant Task Events - `task:recordingPaused` - `task:recordingPauseFailed` ### Resume Recording Resume call recording, if it has been paused ```javascript await currentTask.resumeRecording({ autoResumed: false }); ``` #### Request Parameters | key | type | required | description | | --- | --- | --- | --- | | `autoResumed` | boolean | no | Set by caller to indicate automatic resume. Defaults to `false`. | #### Response Payload - Resolves with a [TaskResponse](#taskresponse). #### Relevant Task Events - `task:recordingResumed` - `task:recordingResumeFailed` ## Transfer (All Channels Where Supported) Transfer the active task to an agent, queue or a PSTN number: ```javascript await currentTask.transfer({ to: '', destinationType: 'agent' /* or 'queue' or 'dialNumber' */ }); ``` #### Request Parameters | key | type | required | description | | --- | --- | --- | --- | | `to` | string | yes | Destination id (agent, queue or PSTN number). | | `destinationType` | string | yes | One of `agent`, `queue` or `dialNumber`. | #### Response Payload - Resolves with a [TaskResponse](#taskresponse). ## Consult and Consult Transfer (Telephony) ### Start Consult Start a consult with an agent, queue or a PSTN number ```javascript await currentTask.consult({ to: '', destinationType: 'agent' /* or 'queue' or 'dialNumber' */ }); ``` #### Request Parameters | key | type | required | description | | --- | --- | --- | --- | | `to` | string | yes | Destination id (agent, queue or PSTN number). | | `destinationType` | string | yes | One of `agent`, `queue` or `dialNumber`. | | `holdParticipants` | boolean | no | Whether to hold other participants (defaults to true). | #### Response Payload - Resolves with a [TaskResponse](#taskresponse). #### Relevant Task Events - `task:consultCreated` — When a consult is initiated. - `task:offerConsult` — When a consult offe is received. - `task:consulting` — When the consult is in progress. - `task:consultAccepted` — When an incoming consult is accepted. - `task:consultQueueFailed` — When consult to queue fails. ### End Consult End the current consult leg or cancel a queued consult. ```javascript await currentTask.endConsult({ isConsult: true, taskId: currentTask.data?.interactionId /*, queueId */ }); ``` #### Request Parameters | key | type | required | description | | --- | --- | --- | --- | | `isConsult` | boolean | yes | Must be true to indicate consult termination. | | `taskId` | string | yes | Task interaction id. | | `queueId` | string | conditional | Required when ending a queue consult before it is accepted. | #### Response Payload - Resolves with a [TaskResponse](#taskresponse). #### Relevant Task Events - `task:consultEnd` - `task:consultQueueCancelled` (when queue consult is cancelled) ### Consult Transfer Transfer the main call to the consulted agent and leave the call. ```javascript await currentTask.consultTransfer({ to: '', destinationType: 'agent' /* or 'queue' or 'dialNumber' */ }); ``` #### Request Parameters | key | type | required | description | | --- | --- | --- | --- | | `to` | string | yes | Destination id (agent, queue or PSTN number). | | `destinationType` | string | yes | One of `agent`, `queue` or `dialNumber`. | #### Response Payload - Resolves with a [TaskResponse](#taskresponse). ## End and Wrap-up ### End Task End the active task. ```javascript await currentTask.end(); ``` #### Request Parameters No parameters. #### Response Payload - Resolves with a [TaskResponse](#taskresponse). #### Relevant Task Events - `task:end` — Includes `wrapUpRequired` in `task.data` to indicate wrap-up necessity.

Subscribe to `task:end` to determine wrap-up behavior. The event payload includes fields such as `wrapUpRequired` (when configured). Without this event, your app may not know when to present the wrap-up.

### Automatic Wrap-up Timer Some deployments configure an automatic wrap-up timer. When present, the SDK exposes this via `task.autoWrapup` after a task ends with wrap-up required. - `task.autoWrapup.isRunning()` — Returns whether the timer is currently active. - `task.autoWrapup.getTimeLeftSeconds()` — Returns remaining seconds before auto wrap-up completes. Recommended usage (listen to `task:end` and show a countdown when available): ```javascript webex.cc.on('task:end', (task) => { if (!task.data?.wrapUpRequired) return; const autoWrap = task.autoWrapup; if (autoWrap?.isRunning()) { const autoWrapupInterval = setInterval(() => { // Add UI logic inside the interval }, 1000); } }); ``` If you manage task state via selection/hydration, you can also check `currentTask.data.wrapUpRequired` and `currentTask.autoWrapup` in your UI update routine to start/stop the timer when entering wrap-up. ### Wrap-up Task Submit wrap-up details and complete the task. ```javascript await currentTask.wrapup({ wrapUpReason: '', auxCodeId: '' }); ``` #### Request Parameters | key | type | required | description | | --- | --- | --- | --- | | `auxCodeId` | string | yes | Required wrap-up code id. | | `wrapUpReason` | string | yes | Required human-readable wrap-up reason. | #### Response Payload - Resolves with a TaskResponse. #### Relevant Task Events - `task:wrappedup` ## Outbound Dialing (Telephony) Initiate an outbound telephony call from the agent. ```javascript await webex.cc.startOutdial(''); // E164 is an International Standard of Telephone numbers ``` #### Request Parameters | key | type | required | description | | --- | --- | --- | --- | | `destination` | string | yes | Phone number to dial (prefer E.164). | #### Response Payload - Resolves with a [TaskResponse](#taskresponse) (includes identifiers like `interactionId`). Ensure the agent is allowed to outdial and in the correct state. ## Destination Lists for Transfer/Consult Populate destinations using the plugin APIs: ```javascript const queues = await webex.cc.getQueues(); // filter by channelType === 'TELEPHONY' if needed const buddies = await webex.cc.getBuddyAgents({ mediaType: 'telephony' }); ``` #### Queue Item (example fields) | key | description | | --- | --- | | `id` | Queue id used for consult/transfer. | | `name` | Queue display name. | | `channelType` | Channel type (e.g., `TELEPHONY`). | #### Buddy Agent Item (example fields) | key | description | | --- | --- | | `agentId` | Agent id to consult/transfer. | | `agentName` | Display name shown in UI. | | `state` | Agent state (e.g., Available/Idle). | ## Task Events (Common) These events are commonly used when building task UIs: - `task:incoming`: New inbound task is offered to the agent. - `task:hydrate`: When UI reloads (ie. relogin case) and an existing task was present. The payload is delivered to refresh local UI/state. - `task:assigned`: Task was successfully accepted and assigned to the agent. - `task:media` (telephony): Remote audio track is available; attach it to an `

Agent Personal Greeting