feat(ccwidgets): merge rtt with next#666
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| return transcriptLines.map((line, index) => { | ||
| const payload: RealtimeTranscriptionData = { | ||
| messageId: line.messageId, | ||
| conversationId: line.conversationId, | ||
| role: line.role, |
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useRealtimeTranscript receives currentTaskId but maps every item in realtimeTranscriptLines without task/conversation filtering. Since the store subscribes transcription events on each task, multi-task sessions will show utterances from other interactions in the currently selected task transcript, which can leak cross-call content and corrupt the UI. Filter by the selected task (or store a task identifier on each line) before mapping.
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| aria-selected={activeTab === 'live'} | ||
| className={`real-time-transcript__tab ${activeTab === 'live' ? 'real-time-transcript__tab--active' : ''}`.trim()} | ||
| onClick={() => onTabChange?.('live')} | ||
| data-testid="real-time-transcript:live-tab" | ||
| > |
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The component models two tabs ('ivr' | 'live') and has separate IVR rendering, but the tablist renders only a Live tab and its handler only emits 'live'. In the default state, users have no in-component way to switch to IVR content, so ivrTranscript is effectively inaccessible unless a parent forces activeTab='ivr' externally.
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| CallControlCAD, | ||
| store, | ||
| OutdialCall, | ||
| RealtimeTranscript, |
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@webex/cc-widgets now exports the widget as RealTimeTranscript, but this sample imports RealtimeTranscript (lowercase t in Time). In environments that type-check or validate ESM named imports, this causes a build/runtime failure (RealtimeTranscript is undefined), so the new sample toggle cannot render the transcript widget.
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I went back to SDK PR#4794 to realize that the transcripts are being started always based on certain events:
export const TRANSCRIPT_EVENT_MAP = {
[CC_EVENTS.AGENT_CONTACT_ASSIGNED]: 'START',
[CC_EVENTS.AGENT_CONSULTING]: 'START',
[CC_EVENTS.AGENT_CONSULT_CONFERENCED]: 'START',
[CC_EVENTS.AGENT_WRAPUP]: 'STOP',
[CC_EVENTS.AGENT_CONSULT_ENDED]: 'STOP',
[CC_EVENTS.PARTICIPANT_LEFT_CONFERENCE]: 'STOP',
};
However, what if the developer doesn't want to enable transcript from SDK or in this case, the RTT widget isn't included by the developer?
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Shouldn't it still be "transcripts" because it is not one transcript you get?
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feature says real time transcript and everywhere we are keeping without s so to make it consistent I changed
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When you say, "feature says", where is this?
I was trying to find the help doc and the help doc says real time transcripts in plural?
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I checked in AgentDesktop Code and contact center announcements for this feature. Let me know if you still want it to be changed.
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Can we remove this file change? Looks like they're only quotes and spacing change that's unnecessary
| <section className={`real-time-transcript ${className || ''}`.trim()} data-testid="real-time-transcript:root"> | ||
| <div className="real-time-transcript__content" data-testid="real-time-transcript:live-content"> | ||
| {sortedEntries.length === 0 ? ( | ||
| <div className="real-time-transcript__empty">No live transcript available.</div> |
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Should this be behind a constant so that we can do i18n later?
| const normalizedRealtimeData = { | ||
| ...data, | ||
| role, | ||
| caller, | ||
| content: (payload?.content || data.content || '').trim(), | ||
| publishTimestamp: Number.isNaN(publishTimestamp) ? Date.now() : publishTimestamp, | ||
| }; |
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Couldn't we have encapsulated this normalization in the SDK itself so that other SDK users also benefitted from it?
We could have the raw data but also the normalized one?
Or better, we handle this whole merging of transcripts at the SDK itself and just send the new list of transcripts to Widgets?
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This is to be able to provide control to the consumers. As of now we do not know how each consumer would like to handle these event data so that's why I have kept it in widgets.
AGENT_CONTACT_ASSIGNED is an event that happens for any incoming call and for consult offer, it is going to be CONSULTING so transcriptions are basically supposed to start for any incoming accepted task. RealTime transcription enablement is actually dependent on if the feature is enabled from control hub setting |
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| const transcriptData = payload.data; | ||
| if (!transcriptData?.messageId) return; |
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handleRealtimeTranscription assumes the SDK callback shape is always { data: ... } and immediately reads payload.data, so any realtime event emitted as a direct transcript object is treated as missing messageId and ignored. In that environment, the widget never renders live transcript lines even though events are arriving. This mismatch is also reflected by the new test case in this commit that sends a direct payload and expects it to be accepted.
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| const newTranscriptData = { | ||
| ...transcriptData, | ||
| role, | ||
| content, | ||
| publishTimestamp: normalizedPublishTimestamp, |
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handleRealtimeTranscription currently stores only payload.data, so notifDetails.actionEvent is discarded before data reaches useRealTimeTranscript. In sessions where the SDK emits action/tombstone transcript updates, those events never appear in the widget even though RealTimeTranscriptEntry and the component support rendering event rows, resulting in missing live transcript context.
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| const removedTaskId = taskToRemove.data?.interactionId; | ||
| if (removedTaskId && this.store.currentTask?.data?.interactionId === removedTaskId) { | ||
| this.store.realtimeTranscriptionData = []; |
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Clearing this.store.realtimeTranscriptionData when the removed task is the current task wipes transcript history for all tasks, not just the ended one. In multi-task sessions, transcription listeners are registered per task, so another active interaction can already have lines in this shared array; ending the current task will erase those lines and the remaining task transcript appears empty until new chunks arrive. Remove only the ended task's entries (or key storage by task/conversation) instead of resetting the whole array.
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| if (taskToRemove) { | ||
| const removedTaskId = taskToRemove.data?.interactionId; | ||
| if (removedTaskId && this.store.currentTask?.data?.interactionId === removedTaskId) { | ||
| this.store.realtimeTranscriptionData = []; |
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This should be wrapped in runInAction
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When you say, "feature says", where is this?
I was trying to find the help doc and the help doc says real time transcripts in plural?
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Why are we extending outdial call tests as part of this PR?
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These tests were failing in the pipeline and in my local as well, not sure why that was happening because there is no change in outdial code
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That's strange. What if we take a fresh clone of next branch? Do we see the same error there?
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Yes I did pull fresh next branch before adding this and it was still failing for me yesterday. I found it strange too. I can try it again today and if it is not needed, I will remove it
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While the outdial flakyness was a mystery, the changes still are good improvements. So approving the PR.
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COMPLETES #https://jira-eng-sjc12.cisco.com/jira/browse/CAI-7783
This pull request addresses
Merging the feature branch created for rtt with next
by making the following changes
Merging the feature branch created for rtt with next
Change Type
The following scenarios were tested
https://app.vidcast.io/share/06138e83-f481-4598-81ef-4f72c4ea04c3
Have test conference and consult flows in Agent desktop and in Widgets, behavior is consistent:
The GAI Coding Policy And Copyright Annotation Best Practices
Checklist before merging
Make sure to have followed the contributing guidelines before submitting.