Interface ITask

Optional autoWrapup

data

webCallMap

accept

• accept(): Promise<TaskResponse>

• Answers or accepts an incoming task. Once accepted, the task will be assigned to the agent and trigger a TASK_EVENTS.TASK_ASSIGNED event. The response will contain updated agent contact information as defined in AgentContact.

  Returns Promise<TaskResponse>

  Promise

  Example

  task.accept();
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cancelAutoWrapupTimer

• cancelAutoWrapupTimer(): void

• cancels the auto-wrapup timer for the task This method stops the auto-wrapup process if it is currently active Note: This is supported only in single session mode. Not supported in multi-session mode.

  Returns void

  void

decline

• decline(): Promise<TaskResponse>

• Declines an incoming task for Browser Login

  Returns Promise<TaskResponse>

  Promise

  Example

  task.decline();
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end

• end(): Promise<TaskResponse>

• Ends/terminates the current task

  Returns Promise<TaskResponse>

  Promise

  Example

  task.end();
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fetchIvrTranscript

• fetchIvrTranscript(orgId, interactionId, timeoutMins): Promise<IvrConversations>

• Fetches the IVR transcript for the current voice task This method retrieves the Interactive Voice Response transcript that was recorded during the customer's interaction with the IVR system before being connected to an agent. Only available for voice tasks that have IVR interactions.

  Parameters

  • orgId: string

    Organization ID (required)
  • interactionId: string

    Interaction ID for the task (required)
  • timeoutMins: number

    Timeout in minutes for the transcript URL (required)

  Returns Promise<IvrConversations>

  Promise The IVR conversation turns array

  Throws

  Error if the task is not a voice task, no IVR transcript is available, or the fetch operation fails

  Example

  // Fetch IVR transcript after accepting a voice task
  try {
    const transcript = await task.fetchIvrTranscript(
      task.data.orgId,
      task.data.interactionId,
      10 // timeout in minutes
    );
    console.log('Conversation turns:', transcript.length);
    transcript.forEach((turn) => {
      if (turn.customer) {
        console.log(`${turn.customer.timestamp}: Customer — ${turn.customer.query}`);
      }
      if (turn.bot) {
        console.log(`${turn.bot.timestamp}: Bot (${turn.bot.botName}) — ${turn.bot.reply}`);
      }
    });
  } catch (error) {
    console.error('Failed to fetch IVR transcript:', error);
    // Handle case where no transcript is available
  }
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hold

• hold(): Promise<TaskResponse>

• Places the current task on hold

  Returns Promise<TaskResponse>

  Promise

  Example

  task.hold();
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pauseRecording

• pauseRecording(): Promise<TaskResponse>

• Pauses the recording for current task

  Returns Promise<TaskResponse>

  Promise

  Example

  task.pauseRecording();
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resume

• resume(): Promise<TaskResponse>

• Resumes a task that was previously on hold

  Returns Promise<TaskResponse>

  Promise

  Example

  task.resume();
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resumeRecording

• resumeRecording(resumeRecordingPayload): Promise<TaskResponse>

• Resumes a previously paused recording

  Parameters

  • resumeRecordingPayload: ResumeRecordingPayload

    Parameters for resuming the recording

  Returns Promise<TaskResponse>

  Promise

  Example

  task.resumeRecording({
    autoResumed: false
  });
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wrapup

• wrapup(wrapupPayload): Promise<TaskResponse>

• Initiates wrap-up process for the task with specified details

  Parameters

  • wrapupPayload: WrapupPayLoad

    Wrap-up details including reason and auxiliary code

  Returns Promise<TaskResponse>

  Promise

  Example

  task.wrapup({
    wrapUpReason: "Customer issue resolved",
    auxCodeId: "RESOLVED"
  });
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