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Contact Center SDK - AI Documentation

AI-focused documentation for the @webex/contact-center package to enable LLM agents to effectively create, modify, and fix SDK code.

Package Overview

The @webex/contact-center package is a Webex SDK plugin that provides a TypeScript/JavaScript API for building Contact Center agent applications. It enables:

  • Agent Session Management: Register, login, logout, state changes
  • Task Handling: Inbound/outbound calls, chat, transfers, conferences
  • Real-time Events: WebSocket-based notifications for agent and task events
  • Browser-based Calling: WebRTC integration for browser softphone
  • Metrics & Diagnostics: Built-in telemetry and log upload

Technologies

Technology Purpose
TypeScript Primary language with strict mode
WebexPlugin Base class from @webex/webex-core
EventEmitter Event handling for real-time updates
WebSocket Real-time communication with Contact Center
WebRTC Browser-based calling (via WebCalling)
Jest Unit testing framework

Quick Links

Document Purpose
AGENTS.md Start here - Main AI agent orchestrator (at package root)
RULES.md Coding standards and conventions
patterns/ Pattern documentation
templates/ Code generation templates

For AI Agents

Starting a Task

Start with the root AGENTS.md — it contains the full Quick Start Workflow, task classification decision tree, and critical rules.

Directory Structure

packages/@webex/contact-center/
├── AGENTS.md                  # Main orchestrator (start here — at package root)
└── ai-docs/
    ├── README.md              # This file
    ├── RULES.md               # Coding standards
    ├── patterns/              # Pattern documentation
    │   ├── typescript-patterns.md
    │   ├── testing-patterns.md
    │   └── event-driven-patterns.md
    └── templates/             # Code generation templates
        ├── README.md
        ├── new-service/       # Creating new services
        ├── new-method/        # Adding methods
        ├── existing-service/  # Bug fixes, features
        └── documentation/     # Doc generation

Package Commands

# Build
yarn workspace @webex/contact-center build:src

# Test unit tests
yarn workspace @webex/contact-center test:unit

# Test specific file
yarn workspace @webex/contact-center test:unit -- <path_of_test_file>

# Lint
yarn workspace @webex/contact-center test:styles

Service Architecture

ContactCenter (cc.ts)
└── Services (singleton)
    ├── agent/      → Agent operations (login, logout, state)
    ├── task/       → Task operations (hold, transfer, wrapup)
    │   └── TaskManager → Task lifecycle
    ├── config/     → Configuration fetching
    ├── core/       → WebSocket, HTTP, utilities
    ├── AddressBook → Address book entries
    ├── EntryPoint  → Entry points
    └── Queue       → Queues

Service-Level AI Docs

Each service folder contains its own ai-docs/ with:

  • AGENTS.md - Usage examples, API reference, quick start
  • ARCHITECTURE.md - Technical details, sequence diagrams, data flow
Service AGENTS.md ARCHITECTURE.md
Agent src/services/agent/ai-docs/AGENTS.md src/services/agent/ai-docs/ARCHITECTURE.md
Task src/services/task/ai-docs/AGENTS.md src/services/task/ai-docs/ARCHITECTURE.md
Config src/services/config/ai-docs/AGENTS.md src/services/config/ai-docs/ARCHITECTURE.md
Core src/services/core/ai-docs/AGENTS.md src/services/core/ai-docs/ARCHITECTURE.md

Contributing to AI Docs

When adding new features:

  1. Update the relevant service's docs (use the table above to find the right file):
    • Service AGENTS.md — if usage/API surface changed
    • Service ARCHITECTURE.md — if data flow or architecture changed
  2. Add new patterns to patterns/ if introducing new patterns
  3. Update templates/ if the workflow changes
  4. Update the root AGENTS.md if task routing or critical rules changed