anchorOverview

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)

anchorReceiving Tasks

Subscribe to task events from the plugin:

// 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();

anchorSelecting 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.

anchorResponse Type: TaskResponse

All task operations resolve to a common response union type:

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:

Interaction structure

Top-level fields on the interaction object (core subset):

Media entry structure (core subset):

callProcessingDetails (core subset):

anchorAccept Task

await currentTask.accept();

Request Parameters

No parameters.

Response Payload

• Telephony (BROWSER): resolves with no payload.
• Digital (chat, email, social): resolves with a 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.

anchorDecline Task

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.

anchorVoice Media (Telephony)

For telephony tasks, attach remote audio when media is available:

currentTask.on('task:media', (track) => {
  const audioElement = document.getElementById('remote-audio');
  audioElement.srcObject = new MediaStream([track]);
});

anchorTelephony Controls

Use these controls only for telephony tasks.

Hold Task

await currentTask.hold();

Request Parameters

No parameters.

Response Payload

• Resolves with a TaskResponse.

Relevant Task Events

• task:hold — Emitted when the task is placed on hold.

Resume Task

await currentTask.resume();

Request Parameters

No parameters.

Response Payload

• Resolves with a TaskResponse.

Relevant Task Events

• task:resume — Emitted when the task is resumed from hold.

Mute/Unmute (WebRTC)

await currentTask.toggleMute();

Request Parameters

No parameters.

Response Payload

• Resolves with no payload.

Pause Recording

await currentTask.pauseRecording();

Request Parameters

No parameters.

Response Payload

• Resolves with a TaskResponse.

Relevant Task Events

• task:recordingPaused
• task:recordingPauseFailed

Resume Recording

await currentTask.resumeRecording({ autoResumed: false });

Request Parameters

Response Payload

• Resolves with a TaskResponse.

Relevant Task Events

• task:recordingResumed
• task:recordingResumeFailed

anchorTransfer (All Channels Where Supported)

Transfer the active task to an agent or a queue:

await currentTask.transfer({ to: '<DEST_ID>', destinationType: 'AGENT' /* or 'QUEUE' */ });

Request Parameters

Response Payload

• Resolves with a TaskResponse.

anchorConsult and Consult Transfer (Telephony)

Start Consult

await currentTask.consult({ to: '<DEST_ID>', destinationType: 'AGENT' /* or 'QUEUE' */ });

Request Parameters

Response Payload

• Resolves with a 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

await currentTask.endConsult({ isConsult: true, taskId: currentTask.data?.interactionId /*, queueId */ });

Request Parameters

Response Payload

• Resolves with a TaskResponse.

Relevant Task Events

• task:consultEnd
• task:consultQueueCancelled (when queue consult is cancelled)

Consult Transfer

await currentTask.consultTransfer({ to: '<DEST_ID>', destinationType: 'AGENT' /* or 'QUEUE' */ });

Request Parameters

Response Payload

• Resolves with a TaskResponse.

anchorEnd and Wrap-up

End Task

await currentTask.end();

Request Parameters

No parameters.

Response Payload

• Resolves with a TaskResponse.

Relevant Task Events

• task:end — Includes wrapUpRequired in task.data to indicate wrap-up necessity.

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):

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

await currentTask.wrapup({ wrapUpReason: '<REASON>', auxCodeId: '<CODE_ID>' });

Request Parameters

Response Payload

• Resolves with a TaskResponse.

Relevant Task Events

• task:wrappedup

anchorOutbound Dialing (Telephony)

await webex.cc.startOutdial('<E164_OR_VALID_NUMBER>'); // E164 is an International Standard of Telephone numbers

Request Parameters

Response Payload

• Resolves with a TaskResponse (includes identifiers like interactionId).

Ensure the agent is allowed to outdial and in the correct state.

anchorDestination Lists for Transfer/Consult

Populate destinations using the plugin APIs:

const queues = await webex.cc.getQueues(); // filter by channelType === 'TELEPHONY' if needed
const buddies = await webex.cc.getBuddyAgents({ mediaType: 'telephony' });

Queue Item (example fields)

Buddy Agent Item (example fields)

anchorTask 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 <audio> element.
• task:hold (telephony): Active telephony leg was placed on hold.
• task:resume (telephony): Active telephony leg was resumed from hold.
• task:consultCreated (telephony): A consult leg was initiated by the agent.
• task:offerConsult (telephony): An incoming consult offer was received.
• task:consultAccepted (telephony): The consult offer was accepted and connected.
• task:consulting (telephony): Consult is in progress (connected state).
• task:consultQueueFailed (telephony): Consult to a queue failed to connect.
• task:consultQueueCancelled (telephony): Queue consult was cancelled before connection.
• task:consultEnd (telephony): Consult leg ended.
• task:end: Task ended; includes wrap-up info like wrapUpRequired.
• task:wrappedup: Wrap‑up completed and submitted.
• task:rejected: Task was rejected or went unanswered; includes reason also (ie. rejected or unavailable).