Merge pull request 'feat: L1->L2 agent pool and routing engine for voice escalation' (#4) from feature/l1-l2-routing-engine into main

docs/architecture/l1-l2-routing-engine.md

@@ -0,0 +1,75 @@
+# L1 -> L2 Routing Engine (Phase 1)
+
+Implements a real Agent Pool + Routing Engine for voice escalation from
+Voice AI (L1) to live L2 operators, replacing the previous static
+single-extension redirect target.
+
+## What changed
+
+- `agents` table (`services/routing_service/engine.py`): agents are rows with
+  `level`, `tenant_ids`, `skills`, `status`, `max_concurrent_calls`, `enabled` -
+  not a hardcoded list. Selection filters by level/tenant/skills and picks the
+  longest-idle, least-loaded match. Reservation is an atomic
+  `UPDATE ... WHERE status='AVAILABLE'` (rowcount-checked), so two concurrent
+  calls can never reserve the same agent.
+- `escalations` table: one row per escalation attempt (`from_level`,
+  `to_level`, `reason_code`, `required_skills`, `priority`, `status`).
+- `routing_rules` table: seeded data (not code) describing which
+  level-to-level transitions are allowed; `L3` and multi-tenant rules can be
+  added later without code changes.
+- `asterisk_call_links` gained `tenant_id`, `current_level`,
+  `required_skills_json`, `priority`.
+- `POST /asterisk/live-calls/{call_id}/escalations` (asterisk-bridge-service):
+  explicit escalation entrypoint. `voice_ai.request_handoff` (used by the AI
+  runtime) now also uses the Agent Pool automatically for any `queue_code`
+  configured in `ASTERISK_QUEUE_LEVEL_MAP_JSON`; every other queue_code keeps
+  the old static `ASTERISK_TRANSFER_TARGET_MAP_JSON` behavior unchanged.
+- `routing-service` gained `/agents` CRUD + `/internal/routing/reserve-agent`
+  and `/internal/routing/release-agent`, called by asterisk-bridge-service
+  the same way it already calls interaction-service/ai-voice-runtime-service
+  (bridge-issued bearer token, `ROUTING_SERVICE_URL`).
+- Agent is released back to `AVAILABLE` when the call ends
+  (`process_call_ended` in `bridge_processing.py`), which also closes the
+  matching open `escalations` row.
+
+## Config for a given DID/queue
+
+```
+ASTERISK_QUEUE_LEVEL_MAP_JSON={"<queue_code>":{"level":"L2","tenant_id":"konturai"}}
+```
+
+Any `queue_code` not listed here keeps behaving exactly as before (static
+`ASTERISK_TRANSFER_TARGET_MAP_JSON` redirect) - this is additive, not a
+replacement of the legacy mechanism.
+
+Seed `agents` rows via `POST /agents` (admin/supervisor). Level `L2`,
+`extension` must match a real SIP endpoint (currently only `2001`/`2002`
+exist on the telecom server).
+
+## Known gap - no-answer retry
+
+Today the Routing Engine picks and reserves one agent and issues a single AMI
+`Redirect` to their extension; if that extension does not answer, the caller
+currently depends on whatever the dialplan does at that extension (unchanged
+from before this change). Automatic "agent didn't answer -> release and pick
+next" requires either:
+
+1. A small dialplan addition at the target extension's context: `Dial` with a
+   fixed timeout and, on failure, a `UserEvent` back into the bridge (mirrors
+   the existing `MVPCCAIFallbackToHuman` pattern) so `asterisk_bridge_service`
+   can call `/internal/routing/reserve-agent` again with the failed agent in
+   `exclude_agent_ids`, or
+2. Switching from `Redirect` to AMI `Originate` with `Timeout` and reacting to
+   `OriginateResponse`.
+
+Left out of Phase 1 deliberately: changing dialplan behavior without full
+visibility into what a given extension's context currently does on no-answer
+risks silently dropping a live customer call. Needs a follow-up MR with an
+explicit, reviewed dialplan change.
+
+## Not in Phase 1
+
+- L3 (technical specialists) - `agents.level='L3'` and `routing_rules` already
+  support it; enabling it is a data-only follow-up once real L3 agents exist.
+- SLA config / callback (ТЗ sections 20-21).
+- Metrics (ТЗ section 38).

migrations/sql/0031_agent_pool_routing_postgres.sql

@@ -0,0 +1,80 @@
+ALTER TABLE asterisk_call_links ADD COLUMN IF NOT EXISTS tenant_id TEXT;
+ALTER TABLE asterisk_call_links ADD COLUMN IF NOT EXISTS current_level TEXT;
+ALTER TABLE asterisk_call_links ADD COLUMN IF NOT EXISTS required_skills_json TEXT NOT NULL DEFAULT '[]';
+ALTER TABLE asterisk_call_links ADD COLUMN IF NOT EXISTS priority INTEGER NOT NULL DEFAULT 3;
+CREATE INDEX IF NOT EXISTS idx_asterisk_call_links_tenant_id ON asterisk_call_links(tenant_id);
+CREATE INDEX IF NOT EXISTS idx_asterisk_call_links_current_level ON asterisk_call_links(current_level);
+
+CREATE TABLE IF NOT EXISTS agents (
+  id BIGSERIAL PRIMARY KEY,
+  agent_id TEXT NOT NULL UNIQUE,
+  tenant_ids_json TEXT NOT NULL DEFAULT '[]',
+  extension TEXT NOT NULL,
+  endpoint TEXT,
+  display_name TEXT NOT NULL,
+  level TEXT NOT NULL,
+  skills_json TEXT NOT NULL DEFAULT '[]',
+  status TEXT NOT NULL DEFAULT 'OFFLINE',
+  current_call_id TEXT,
+  max_concurrent_calls INTEGER NOT NULL DEFAULT 1,
+  enabled BOOLEAN NOT NULL DEFAULT TRUE,
+  calls_handled_count INTEGER NOT NULL DEFAULT 0,
+  created_at TEXT NOT NULL,
+  updated_at TEXT NOT NULL
+);
+
+CREATE INDEX IF NOT EXISTS ix_agents_agent_id ON agents(agent_id);
+CREATE INDEX IF NOT EXISTS ix_agents_extension ON agents(extension);
+CREATE INDEX IF NOT EXISTS ix_agents_level ON agents(level);
+CREATE INDEX IF NOT EXISTS ix_agents_status ON agents(status);
+CREATE INDEX IF NOT EXISTS ix_agents_current_call_id ON agents(current_call_id);
+CREATE INDEX IF NOT EXISTS ix_agents_enabled ON agents(enabled);
+CREATE INDEX IF NOT EXISTS idx_agents_level_status_enabled ON agents(level, status, enabled);
+
+CREATE TABLE IF NOT EXISTS escalations (
+  id BIGSERIAL PRIMARY KEY,
+  escalation_id TEXT NOT NULL UNIQUE,
+  call_id TEXT NOT NULL,
+  tenant_id TEXT,
+  from_level TEXT NOT NULL,
+  to_level TEXT NOT NULL,
+  reason_code TEXT NOT NULL,
+  required_skills_json TEXT NOT NULL DEFAULT '[]',
+  priority INTEGER NOT NULL DEFAULT 3,
+  topic TEXT,
+  summary TEXT,
+  status TEXT NOT NULL DEFAULT 'requested',
+  assigned_agent_id TEXT,
+  requested_at TEXT NOT NULL,
+  connected_at TEXT,
+  completed_at TEXT
+);
+
+CREATE INDEX IF NOT EXISTS ix_escalations_escalation_id ON escalations(escalation_id);
+CREATE INDEX IF NOT EXISTS ix_escalations_call_id ON escalations(call_id);
+CREATE INDEX IF NOT EXISTS ix_escalations_tenant_id ON escalations(tenant_id);
+CREATE INDEX IF NOT EXISTS ix_escalations_from_level ON escalations(from_level);
+CREATE INDEX IF NOT EXISTS ix_escalations_to_level ON escalations(to_level);
+CREATE INDEX IF NOT EXISTS ix_escalations_reason_code ON escalations(reason_code);
+CREATE INDEX IF NOT EXISTS ix_escalations_status ON escalations(status);
+CREATE INDEX IF NOT EXISTS ix_escalations_assigned_agent_id ON escalations(assigned_agent_id);
+CREATE INDEX IF NOT EXISTS ix_escalations_requested_at ON escalations(requested_at);
+CREATE INDEX IF NOT EXISTS idx_escalations_call_id_status ON escalations(call_id, status);
+
+CREATE TABLE IF NOT EXISTS routing_rules (
+  id BIGSERIAL PRIMARY KEY,
+  rule_id TEXT NOT NULL UNIQUE,
+  from_level TEXT NOT NULL,
+  to_level TEXT NOT NULL,
+  reason_code TEXT,
+  enabled BOOLEAN NOT NULL DEFAULT TRUE,
+  priority INTEGER NOT NULL DEFAULT 3,
+  created_at TEXT NOT NULL,
+  updated_at TEXT NOT NULL
+);
+
+CREATE INDEX IF NOT EXISTS ix_routing_rules_rule_id ON routing_rules(rule_id);
+CREATE INDEX IF NOT EXISTS ix_routing_rules_from_level ON routing_rules(from_level);
+CREATE INDEX IF NOT EXISTS ix_routing_rules_to_level ON routing_rules(to_level);
+CREATE INDEX IF NOT EXISTS ix_routing_rules_reason_code ON routing_rules(reason_code);
+CREATE INDEX IF NOT EXISTS ix_routing_rules_enabled ON routing_rules(enabled);

migrations/sql/0031_agent_pool_routing_sqlite.sql

@@ -0,0 +1,80 @@
+ALTER TABLE asterisk_call_links ADD COLUMN tenant_id TEXT;
+ALTER TABLE asterisk_call_links ADD COLUMN current_level TEXT;
+ALTER TABLE asterisk_call_links ADD COLUMN required_skills_json TEXT NOT NULL DEFAULT '[]';
+ALTER TABLE asterisk_call_links ADD COLUMN priority INTEGER NOT NULL DEFAULT 3;
+CREATE INDEX IF NOT EXISTS idx_asterisk_call_links_tenant_id ON asterisk_call_links(tenant_id);
+CREATE INDEX IF NOT EXISTS idx_asterisk_call_links_current_level ON asterisk_call_links(current_level);
+
+CREATE TABLE IF NOT EXISTS agents (
+  id INTEGER PRIMARY KEY AUTOINCREMENT,
+  agent_id TEXT NOT NULL UNIQUE,
+  tenant_ids_json TEXT NOT NULL DEFAULT '[]',
+  extension TEXT NOT NULL,
+  endpoint TEXT,
+  display_name TEXT NOT NULL,
+  level TEXT NOT NULL,
+  skills_json TEXT NOT NULL DEFAULT '[]',
+  status TEXT NOT NULL DEFAULT 'OFFLINE',
+  current_call_id TEXT,
+  max_concurrent_calls INTEGER NOT NULL DEFAULT 1,
+  enabled BOOLEAN NOT NULL DEFAULT 1,
+  calls_handled_count INTEGER NOT NULL DEFAULT 0,
+  created_at TEXT NOT NULL,
+  updated_at TEXT NOT NULL
+);
+
+CREATE INDEX IF NOT EXISTS ix_agents_agent_id ON agents(agent_id);
+CREATE INDEX IF NOT EXISTS ix_agents_extension ON agents(extension);
+CREATE INDEX IF NOT EXISTS ix_agents_level ON agents(level);
+CREATE INDEX IF NOT EXISTS ix_agents_status ON agents(status);
+CREATE INDEX IF NOT EXISTS ix_agents_current_call_id ON agents(current_call_id);
+CREATE INDEX IF NOT EXISTS ix_agents_enabled ON agents(enabled);
+CREATE INDEX IF NOT EXISTS idx_agents_level_status_enabled ON agents(level, status, enabled);
+
+CREATE TABLE IF NOT EXISTS escalations (
+  id INTEGER PRIMARY KEY AUTOINCREMENT,
+  escalation_id TEXT NOT NULL UNIQUE,
+  call_id TEXT NOT NULL,
+  tenant_id TEXT,
+  from_level TEXT NOT NULL,
+  to_level TEXT NOT NULL,
+  reason_code TEXT NOT NULL,
+  required_skills_json TEXT NOT NULL DEFAULT '[]',
+  priority INTEGER NOT NULL DEFAULT 3,
+  topic TEXT,
+  summary TEXT,
+  status TEXT NOT NULL DEFAULT 'requested',
+  assigned_agent_id TEXT,
+  requested_at TEXT NOT NULL,
+  connected_at TEXT,
+  completed_at TEXT
+);
+
+CREATE INDEX IF NOT EXISTS ix_escalations_escalation_id ON escalations(escalation_id);
+CREATE INDEX IF NOT EXISTS ix_escalations_call_id ON escalations(call_id);
+CREATE INDEX IF NOT EXISTS ix_escalations_tenant_id ON escalations(tenant_id);
+CREATE INDEX IF NOT EXISTS ix_escalations_from_level ON escalations(from_level);
+CREATE INDEX IF NOT EXISTS ix_escalations_to_level ON escalations(to_level);
+CREATE INDEX IF NOT EXISTS ix_escalations_reason_code ON escalations(reason_code);
+CREATE INDEX IF NOT EXISTS ix_escalations_status ON escalations(status);
+CREATE INDEX IF NOT EXISTS ix_escalations_assigned_agent_id ON escalations(assigned_agent_id);
+CREATE INDEX IF NOT EXISTS ix_escalations_requested_at ON escalations(requested_at);
+CREATE INDEX IF NOT EXISTS idx_escalations_call_id_status ON escalations(call_id, status);
+
+CREATE TABLE IF NOT EXISTS routing_rules (
+  id INTEGER PRIMARY KEY AUTOINCREMENT,
+  rule_id TEXT NOT NULL UNIQUE,
+  from_level TEXT NOT NULL,
+  to_level TEXT NOT NULL,
+  reason_code TEXT,
+  enabled BOOLEAN NOT NULL DEFAULT 1,
+  priority INTEGER NOT NULL DEFAULT 3,
+  created_at TEXT NOT NULL,
+  updated_at TEXT NOT NULL
+);
+
+CREATE INDEX IF NOT EXISTS ix_routing_rules_rule_id ON routing_rules(rule_id);
+CREATE INDEX IF NOT EXISTS ix_routing_rules_from_level ON routing_rules(from_level);
+CREATE INDEX IF NOT EXISTS ix_routing_rules_to_level ON routing_rules(to_level);
+CREATE INDEX IF NOT EXISTS ix_routing_rules_reason_code ON routing_rules(reason_code);
+CREATE INDEX IF NOT EXISTS ix_routing_rules_enabled ON routing_rules(enabled);

services/asterisk_bridge_service/app.py

@@ -16,6 +16,8 @@ from services.shared.models import (
     AsteriskBridgeStatusOut,
     AsteriskEventOut,
     BrowserSoftphoneConfigOut,
+    EscalationOut,
+    EscalationRequestIn,
     HealthResponse,
     VoiceAICallStateUpdateIn,
     VoiceAIHandoffRequestIn,
@@ -105,6 +107,9 @@ _bridge_auth_role = bridge_config.bridge_auth_role
 _bridge_auth_subject = bridge_config.bridge_auth_subject
 _bridge_auth_token_ttl_seconds = bridge_config.bridge_auth_token_ttl_seconds
 _ai_voice_runtime_trusted_subjects = bridge_config.ai_voice_runtime_trusted_subjects
+_routing_service_url = bridge_config.routing_service_url
+_routing_level_for_queue_code = bridge_config.routing_level_for_queue_code
+_routing_tenant_for_queue_code = bridge_config.routing_tenant_for_queue_code
 
 
 def _legacy_headers() -> dict[str, str]:
@@ -298,6 +303,8 @@ _queue_code_for_queue_id = bridge_voice_ai._queue_code_for_queue_id
 _request_voice_ai_handoff = bridge_voice_ai.request_handoff
 _update_voice_ai_call_state = bridge_voice_ai.update_call_ai_state
 _voice_ai_summary_for_call = bridge_voice_ai.voice_ai_summary_for_call
+_create_escalation = bridge_voice_ai.create_escalation
+_release_routing_agent = bridge_voice_ai.release_routing_agent
 
 _first_non_empty = bridge_ami.first_non_empty
 _extract_call_id = bridge_ami.extract_call_id
@@ -422,6 +429,15 @@ def blind_transfer_live_call(
     return bridge_routes.blind_transfer_live_call(call_id=call_id, body=body, actor=actor)
 
 
+@app.post("/asterisk/live-calls/{call_id}/escalations", response_model=EscalationOut)
+def escalate_live_call(
+    call_id: str,
+    body: EscalationRequestIn,
+    actor: dict = Depends(require_roles(Role.ADMIN, Role.SUPERVISOR)),
+) -> EscalationOut:
+    return bridge_routes.escalate_live_call(call_id=call_id, body=body, actor=actor)
+
+
 @app.get("/asterisk/live-calls/{call_id}/actions", response_model=list[VoiceCallActionOut])
 def list_live_call_actions(
     call_id: str,

services/asterisk_bridge_service/bridge_processing.py

@@ -18,6 +18,7 @@ from services.shared.sql_models import (
     AsteriskCallActionLogRow,
     AsteriskCallLinkRow,
     AsteriskEventLogRow,
+    EscalationRow,
     Interaction,
     VoiceAISessionRow,
 )
@@ -880,6 +881,21 @@ def process_call_ended(
         payload.get("DurationSeconds"),
         link.ai_state,
     )
+    open_escalation = session.execute(
+        select(EscalationRow).where(
+            EscalationRow.call_id == row.call_id,
+            EscalationRow.status.in_(["requested", "ringing"]),
+        )
+    ).scalar_one_or_none()
+    if open_escalation is not None:
+        open_escalation.status = "completed" if answered else "failed"
+        open_escalation.completed_at = now
+        if answered and not open_escalation.connected_at:
+            open_escalation.connected_at = now
+    try:
+        bridge._release_routing_agent(row.call_id)
+    except Exception:
+        pass
     try:
         bridge._notify_voice_ai_telephony_event(
             voice_session_id=link.voice_session_id,

services/asterisk_bridge_service/config.py

@@ -176,6 +176,40 @@ def interaction_service_url() -> str:
     return os.getenv("INTERACTION_SERVICE_URL", "http://localhost:8004").rstrip("/")
 
 
+def routing_service_url() -> str:
+    return os.getenv("ROUTING_SERVICE_URL", "http://localhost:8003").rstrip("/")
+
+
+def queue_level_map() -> dict[str, dict[str, str | None]]:
+    raw = os.getenv("ASTERISK_QUEUE_LEVEL_MAP_JSON", "{}").strip()
+    try:
+        payload = json.loads(raw or "{}")
+    except json.JSONDecodeError as exc:
+        raise RuntimeError("Invalid ASTERISK_QUEUE_LEVEL_MAP_JSON") from exc
+    if not isinstance(payload, dict):
+        raise RuntimeError("ASTERISK_QUEUE_LEVEL_MAP_JSON must be a JSON object")
+    result: dict[str, dict[str, str | None]] = {}
+    for queue_code, item in payload.items():
+        key = str(queue_code or "").strip()
+        if not key or not isinstance(item, dict):
+            continue
+        level = str(item.get("level") or "").strip()
+        if level not in {"L2", "L3"}:
+            continue
+        result[key] = {"level": level, "tenant_id": str(item.get("tenant_id") or "").strip() or None}
+    return result
+
+
+def routing_level_for_queue_code(queue_code: str | None) -> str | None:
+    entry = queue_level_map().get(str(queue_code or "").strip())
+    return entry.get("level") if entry else None
+
+
+def routing_tenant_for_queue_code(queue_code: str | None) -> str | None:
+    entry = queue_level_map().get(str(queue_code or "").strip())
+    return entry.get("tenant_id") if entry else None
+
+
 def voice_adapter_service_url() -> str:
     return os.getenv("VOICE_ADAPTER_SERVICE_URL", "http://localhost:8006").rstrip("/")
 

services/asterisk_bridge_service/routes.py

@@ -6,6 +6,8 @@ from sqlalchemy import select
 from services.shared.core import utc_now_iso
 from services.shared.db import get_session
 from services.shared.models import (
+    EscalationOut,
+    EscalationRequestIn,
     HealthResponse,
     VoiceAICallStateUpdateIn,
     VoiceAIHandoffRequestIn,
@@ -95,6 +97,11 @@ def get_live_call_ai_summary(call_id: str) -> VoiceAISummaryOut | None:
     return bridge._voice_ai_summary_for_call(call_id)
 
 
+def escalate_live_call(call_id: str, body: EscalationRequestIn, actor: dict) -> EscalationOut:
+    bridge = _bridge_app()
+    return bridge._create_escalation(call_id, body, actor)
+
+
 def voice_ai_handoff_call(call_id: str, body: VoiceAIHandoffRequestIn, actor: dict) -> VoiceLiveCallOut:
     bridge = _bridge_app()
     return bridge._request_voice_ai_handoff(call_id, body, actor)

services/asterisk_bridge_service/voice_ai.py

@@ -10,6 +10,8 @@ from sqlalchemy import select
 from services.shared.core import new_id, utc_now_iso
 from services.shared.db import get_session
 from services.shared.models import (
+    EscalationOut,
+    EscalationRequestIn,
     VoiceAICallStateUpdateIn,
     VoiceAIHandoffRequestIn,
     VoiceAIMediaBridgeEventIn,
@@ -17,7 +19,13 @@ from services.shared.models import (
     VoiceAISummaryTranscriptSegmentOut,
     VoiceLiveCallOut,
 )
-from services.shared.sql_models import AISessionRow, AsteriskCallLinkRow, VoiceAISessionRow, VoiceTranscriptSegmentRow
+from services.shared.sql_models import (
+    AISessionRow,
+    AsteriskCallLinkRow,
+    EscalationRow,
+    VoiceAISessionRow,
+    VoiceTranscriptSegmentRow,
+)
 from services.shared.voice_transcripts import add_transcript_segment, next_transcript_sequence
 
 
@@ -174,18 +182,74 @@ def _queue_code_for_queue_id(queue_id: str | None) -> str | None:
     return None
 
 
-def _resolve_handoff_extension(target_queue_id: str | None, fallback_queue_code: str | None) -> tuple[str, str]:
+def _reserve_routing_agent(
+    *,
+    call_id: str,
+    level: str,
+    tenant_id: str | None,
+    required_skills: list[str] | None = None,
+) -> str | None:
+    bridge = _bridge_app()
+    try:
+        response = bridge._post_json(
+            f"{bridge._routing_service_url()}/internal/routing/reserve-agent",
+            {
+                "call_id": call_id,
+                "level": level,
+                "tenant_id": tenant_id,
+                "required_skills": required_skills or [],
+                "exclude_agent_ids": [],
+            },
+            timeout_seconds=bridge._callcontrol_side_effect_timeout_seconds(),
+            max_attempts=1,
+            retry_backoff_seconds=0.0,
+        )
+    except Exception:
+        LOGGER.warning(
+            "bridge.routing_reserve_failed call_id=%s level=%s tenant_id=%s",
+            call_id,
+            level,
+            tenant_id,
+        )
+        return None
+    extension = str((response or {}).get("extension") or "").strip()
+    return extension or None
+
+
+def _resolve_handoff_extension(
+    target_queue_id: str | None,
+    fallback_queue_code: str | None,
+    *,
+    call_id: str | None = None,
+    target_level: str | None = None,
+    tenant_id: str | None = None,
+    required_skills: list[str] | None = None,
+) -> tuple[str, str, str | None, str | None]:
     bridge = _bridge_app()
     queue_code = _queue_code_for_queue_id(target_queue_id) or str(fallback_queue_code or "").strip()
     if not queue_code:
         raise HTTPException(status_code=400, detail="Unable to resolve handoff queue_code")
+
+    level = target_level or bridge._routing_level_for_queue_code(queue_code)
+    if level and call_id:
+        resolved_tenant_id = tenant_id if tenant_id is not None else bridge._routing_tenant_for_queue_code(queue_code)
+        reserved_extension = _reserve_routing_agent(
+            call_id=call_id,
+            level=level,
+            tenant_id=resolved_tenant_id,
+            required_skills=required_skills,
+        )
+        if reserved_extension:
+            return queue_code, reserved_extension, level, resolved_tenant_id
+        raise HTTPException(status_code=409, detail=f"No available {level} agent right now")
+
     extension = bridge._transfer_target_map().get(queue_code)
     if not extension:
         raise HTTPException(
             status_code=400,
             detail=f"Unknown transfer queue_code: {queue_code}",
         )
-    return queue_code, extension
+    return queue_code, extension, None, None
 
 
 def _resolve_handoff_channel(session, link: AsteriskCallLinkRow) -> str:
@@ -395,9 +459,10 @@ def request_handoff(call_id: str, body: VoiceAIHandoffRequestIn, actor: dict) ->
         if voice_session is None:
             raise HTTPException(status_code=404, detail="Voice AI session not found")
 
-        queue_code, target_extension = _resolve_handoff_extension(
+        queue_code, target_extension, resolved_level, resolved_tenant_id = _resolve_handoff_extension(
             body.target_queue_id or voice_session.handoff_target_queue_id or link.queue_id,
             fallback_queue_code=_queue_code_for_queue_id(link.queue_id),
+            call_id=call_id,
         )
         handoff_metadata = body.metadata or {}
         actor_user = str(actor.get("user") or actor.get("sub") or "ai-voice-runtime").strip()
@@ -477,6 +542,9 @@ def request_handoff(call_id: str, body: VoiceAIHandoffRequestIn, actor: dict) ->
         link.claimed_by_user = None
         link.claimed_at = None
         link.operator_extension = None
+        if resolved_level:
+            link.current_level = resolved_level
+            link.tenant_id = resolved_tenant_id
         if reuse_queue_id:
             link.queue_code = queue_code
             link.queue_id = reuse_queue_id
@@ -573,6 +641,111 @@ def request_handoff(call_id: str, body: VoiceAIHandoffRequestIn, actor: dict) ->
         session.close()
 
 
+def release_routing_agent(call_id: str) -> None:
+    bridge = _bridge_app()
+    bridge._post_json(
+        f"{bridge._routing_service_url()}/internal/routing/release-agent",
+        {"call_id": call_id},
+        timeout_seconds=bridge._callcontrol_side_effect_timeout_seconds(),
+        max_attempts=1,
+        retry_backoff_seconds=0.0,
+    )
+
+
+def _escalation_to_out(row: EscalationRow) -> EscalationOut:
+    return EscalationOut(
+        escalation_id=row.escalation_id,
+        call_id=row.call_id,
+        tenant_id=row.tenant_id,
+        from_level=row.from_level,
+        to_level=row.to_level,
+        reason_code=row.reason_code,
+        required_skills=json.loads(row.required_skills_json or "[]"),
+        priority=row.priority,
+        topic=row.topic,
+        summary=row.summary,
+        status=row.status,
+        assigned_agent_id=row.assigned_agent_id,
+        requested_at=row.requested_at,
+        connected_at=row.connected_at,
+        completed_at=row.completed_at,
+    )
+
+
+def create_escalation(call_id: str, body: EscalationRequestIn, actor: dict) -> EscalationOut:
+    bridge = _bridge_app()
+    session = get_session()
+    try:
+        link = bridge._load_live_call_or_404(session, call_id)
+        if bridge._call_is_ended(link):
+            raise HTTPException(status_code=409, detail="Call is already ended")
+
+        existing = session.execute(
+            select(EscalationRow).where(
+                EscalationRow.call_id == call_id,
+                EscalationRow.status.in_(["requested", "ringing"]),
+            )
+        ).scalar_one_or_none()
+        if existing is not None:
+            raise HTTPException(status_code=409, detail="An active escalation already exists for this call")
+
+        from_level = str(link.current_level or "L1")
+        now = utc_now_iso()
+        escalation = EscalationRow(
+            escalation_id=new_id("esc"),
+            call_id=call_id,
+            tenant_id=link.tenant_id,
+            from_level=from_level,
+            to_level=body.target_level,
+            reason_code=body.reason_code,
+            required_skills_json=json.dumps(body.required_skills, ensure_ascii=False),
+            priority=body.priority,
+            topic=body.topic,
+            summary=body.summary,
+            status="requested",
+            requested_at=now,
+        )
+        session.add(escalation)
+        session.flush()
+
+        channel = _resolve_handoff_channel(session, link)
+        reserved_extension = _reserve_routing_agent(
+            call_id=call_id,
+            level=body.target_level,
+            tenant_id=link.tenant_id,
+            required_skills=body.required_skills,
+        )
+        if not reserved_extension:
+            escalation.status = "failed"
+            escalation.completed_at = now
+            session.commit()
+            raise HTTPException(status_code=409, detail=f"No available {body.target_level} agent right now")
+
+        bridge._ami_action(
+            "Redirect",
+            {
+                "Channel": channel,
+                "Context": bridge._transfer_context(),
+                "Exten": reserved_extension,
+                "Priority": 1,
+            },
+        )
+
+        escalation.status = "ringing"
+        escalation.assigned_agent_id = reserved_extension
+        link.current_level = body.target_level
+        link.required_skills_json = json.dumps(body.required_skills, ensure_ascii=False)
+        link.priority = body.priority
+        link.claimed_by_user = None
+        link.claimed_at = None
+        link.operator_extension = None
+        link.updated_at = now
+        session.commit()
+        return _escalation_to_out(escalation)
+    finally:
+        session.close()
+
+
 def update_call_ai_state(call_id: str, body: VoiceAICallStateUpdateIn, actor: dict) -> VoiceLiveCallOut:
     bridge = _bridge_app()
     assert_trusted_voice_runtime_actor(actor)

services/routing_service/app.py

@@ -5,12 +5,23 @@ import json
 from fastapi import Depends, FastAPI, HTTPException
 from sqlalchemy import select, text
 
+from services.routing_service import engine as routing_engine
 from services.shared.core import Role, new_id, utc_now_iso
 from services.shared.db import engine, get_session
-from services.shared.models import HealthResponse, QueueCreate, QueueOut
+from services.shared.models import (
+    AgentCreate,
+    AgentPoolOut,
+    AgentStatusUpdateIn,
+    EscalationOut,
+    HealthResponse,
+    QueueCreate,
+    QueueOut,
+    RoutingAgentReserveIn,
+    RoutingAgentReserveOut,
+)
 from services.shared.security import require_roles
 from services.shared.sql_init import init_sql_schema
-from services.shared.sql_models import IvrSessionRow, Queue, RoutingCounter
+from services.shared.sql_models import AgentRow, EscalationRow, IvrSessionRow, Queue, RoutingCounter
 
 app = FastAPI(title="routing-service", version="1.1.0")
 
@@ -230,3 +241,169 @@ def delete_queue(
         return {"queue_id": queue_id, "deleted": True}
     finally:
         session.close()
+
+
+def _agent_to_out(row: AgentRow) -> AgentPoolOut:
+    return AgentPoolOut(
+        agent_id=row.agent_id,
+        tenant_ids=routing_engine.parse_list_json(row.tenant_ids_json),
+        extension=row.extension,
+        endpoint=row.endpoint,
+        display_name=row.display_name,
+        level=row.level,
+        skills=routing_engine.parse_list_json(row.skills_json),
+        status=row.status,
+        current_call_id=row.current_call_id,
+        max_concurrent_calls=row.max_concurrent_calls,
+        enabled=row.enabled,
+        calls_handled_count=row.calls_handled_count,
+        created_at=row.created_at,
+        updated_at=row.updated_at,
+    )
+
+
+@app.post("/agents", response_model=AgentPoolOut)
+def create_agent(
+    payload: AgentCreate,
+    _: dict = Depends(require_roles(Role.ADMIN, Role.SUPERVISOR)),
+) -> AgentPoolOut:
+    session = get_session()
+    try:
+        now = utc_now_iso()
+        row = AgentRow(
+            agent_id=new_id("agt"),
+            tenant_ids_json=json.dumps(payload.tenant_ids, ensure_ascii=False),
+            extension=payload.extension,
+            endpoint=payload.endpoint,
+            display_name=payload.display_name,
+            level=payload.level,
+            skills_json=json.dumps(payload.skills, ensure_ascii=False),
+            status="OFFLINE",
+            max_concurrent_calls=payload.max_concurrent_calls,
+            enabled=payload.enabled,
+            created_at=now,
+            updated_at=now,
+        )
+        session.add(row)
+        session.commit()
+        session.refresh(row)
+        return _agent_to_out(row)
+    finally:
+        session.close()
+
+
+@app.get("/agents", response_model=list[AgentPoolOut])
+def list_agents(
+    level: str | None = None,
+    _: dict = Depends(require_roles(Role.ADMIN, Role.SUPERVISOR, Role.OPERATOR)),
+) -> list[AgentPoolOut]:
+    session = get_session()
+    try:
+        stmt = select(AgentRow).order_by(AgentRow.id.desc())
+        if level:
+            stmt = stmt.where(AgentRow.level == level)
+        rows = session.execute(stmt).scalars().all()
+        return [_agent_to_out(r) for r in rows]
+    finally:
+        session.close()
+
+
+@app.patch("/agents/{agent_id}/status", response_model=AgentPoolOut)
+def update_agent_status(
+    agent_id: str,
+    payload: AgentStatusUpdateIn,
+    _: dict = Depends(require_roles(Role.ADMIN, Role.SUPERVISOR, Role.OPERATOR)),
+) -> AgentPoolOut:
+    session = get_session()
+    try:
+        row = session.execute(select(AgentRow).where(AgentRow.agent_id == agent_id)).scalar_one_or_none()
+        if not row:
+            raise HTTPException(status_code=404, detail="Agent not found")
+        row.status = payload.status
+        if payload.status == "AVAILABLE":
+            row.current_call_id = None
+        row.updated_at = utc_now_iso()
+        session.commit()
+        return _agent_to_out(row)
+    finally:
+        session.close()
+
+
+def _escalation_to_out(row: EscalationRow) -> EscalationOut:
+    return EscalationOut(
+        escalation_id=row.escalation_id,
+        call_id=row.call_id,
+        tenant_id=row.tenant_id,
+        from_level=row.from_level,
+        to_level=row.to_level,
+        reason_code=row.reason_code,
+        required_skills=routing_engine.parse_list_json(row.required_skills_json),
+        priority=row.priority,
+        topic=row.topic,
+        summary=row.summary,
+        status=row.status,
+        assigned_agent_id=row.assigned_agent_id,
+        requested_at=row.requested_at,
+        connected_at=row.connected_at,
+        completed_at=row.completed_at,
+    )
+
+
+@app.get("/escalations", response_model=list[EscalationOut])
+def list_escalations(
+    status: str | None = None,
+    limit: int = 50,
+    _: dict = Depends(require_roles(Role.ADMIN, Role.SUPERVISOR)),
+) -> list[EscalationOut]:
+    session = get_session()
+    try:
+        stmt = select(EscalationRow).order_by(EscalationRow.id.desc()).limit(max(1, min(limit, 200)))
+        if status:
+            stmt = stmt.where(EscalationRow.status == status)
+        rows = session.execute(stmt).scalars().all()
+        return [_escalation_to_out(r) for r in rows]
+    finally:
+        session.close()
+
+
+@app.post("/internal/routing/reserve-agent", response_model=RoutingAgentReserveOut)
+def reserve_agent_endpoint(
+    payload: RoutingAgentReserveIn,
+    _: dict = Depends(require_roles(Role.ADMIN)),
+) -> RoutingAgentReserveOut:
+    session = get_session()
+    try:
+        agent = routing_engine.reserve_agent(
+            session,
+            call_id=payload.call_id,
+            level=payload.level,
+            tenant_id=payload.tenant_id,
+            required_skills=payload.required_skills,
+            exclude_agent_ids=payload.exclude_agent_ids,
+        )
+        if agent is None:
+            raise HTTPException(status_code=409, detail=f"No available {payload.level} agent")
+        return RoutingAgentReserveOut(
+            agent_id=agent.agent_id,
+            extension=agent.extension,
+            endpoint=agent.endpoint,
+            display_name=agent.display_name,
+        )
+    finally:
+        session.close()
+
+
+@app.post("/internal/routing/release-agent")
+def release_agent_endpoint(
+    payload: dict,
+    _: dict = Depends(require_roles(Role.ADMIN)),
+) -> dict:
+    call_id = str(payload.get("call_id") or "").strip()
+    if not call_id:
+        raise HTTPException(status_code=400, detail="call_id is required")
+    session = get_session()
+    try:
+        agent = routing_engine.release_agent_by_call_id(session, call_id=call_id)
+        return {"call_id": call_id, "released_agent_id": agent.agent_id if agent else None}
+    finally:
+        session.close()

services/routing_service/engine.py

@@ -0,0 +1,131 @@
+from __future__ import annotations
+
+import json
+
+from sqlalchemy import select, text
+
+from services.shared.core import utc_now_iso
+from services.shared.sql_models import AgentRow
+
+
+def parse_list_json(raw: str | None) -> list[str]:
+    if not raw:
+        return []
+    try:
+        data = json.loads(raw)
+    except (TypeError, ValueError):
+        return []
+    if isinstance(data, list):
+        return [str(item) for item in data]
+    return []
+
+
+def _agent_matches(
+    agent: AgentRow,
+    *,
+    level: str,
+    tenant_id: str | None,
+    required_skills: list[str],
+    exclude_agent_ids: set[str],
+) -> bool:
+    if agent.agent_id in exclude_agent_ids:
+        return False
+    if not agent.enabled:
+        return False
+    if agent.level != level:
+        return False
+    if agent.status != "AVAILABLE":
+        return False
+    tenant_ids = parse_list_json(agent.tenant_ids_json)
+    if tenant_id and tenant_ids and tenant_id not in tenant_ids:
+        return False
+    skills = set(parse_list_json(agent.skills_json))
+    if required_skills and not set(required_skills).issubset(skills):
+        return False
+    return True
+
+
+def select_candidate_agents(
+    session,
+    *,
+    level: str,
+    tenant_id: str | None,
+    required_skills: list[str] | None = None,
+    exclude_agent_ids: list[str] | None = None,
+) -> list[AgentRow]:
+    exclude = set(exclude_agent_ids or [])
+    skills = required_skills or []
+    rows = session.execute(
+        select(AgentRow).where(AgentRow.level == level, AgentRow.enabled.is_(True))
+    ).scalars().all()
+    candidates = [
+        row
+        for row in rows
+        if _agent_matches(row, level=level, tenant_id=tenant_id, required_skills=skills, exclude_agent_ids=exclude)
+    ]
+    candidates.sort(key=lambda a: (a.updated_at, a.calls_handled_count))
+    return candidates
+
+
+def reserve_agent(
+    session,
+    *,
+    call_id: str,
+    level: str,
+    tenant_id: str | None,
+    required_skills: list[str] | None = None,
+    exclude_agent_ids: list[str] | None = None,
+) -> AgentRow | None:
+    candidates = select_candidate_agents(
+        session,
+        level=level,
+        tenant_id=tenant_id,
+        required_skills=required_skills,
+        exclude_agent_ids=exclude_agent_ids,
+    )
+    now = utc_now_iso()
+    for candidate in candidates:
+        result = session.execute(
+            text(
+                """
+                UPDATE agents SET status='RESERVED', current_call_id=:call_id, updated_at=:now
+                WHERE agent_id=:agent_id AND status='AVAILABLE'
+                """
+            ),
+            {"call_id": call_id, "now": now, "agent_id": candidate.agent_id},
+        )
+        if result.rowcount == 1:
+            session.commit()
+            session.refresh(candidate)
+            return candidate
+        session.rollback()
+    return None
+
+
+def release_agent_by_call_id(session, *, call_id: str) -> AgentRow | None:
+    agent = session.execute(
+        select(AgentRow).where(AgentRow.current_call_id == call_id)
+    ).scalar_one_or_none()
+    if agent is None:
+        return None
+    now = utc_now_iso()
+    agent.status = "AVAILABLE"
+    agent.current_call_id = None
+    agent.calls_handled_count = (agent.calls_handled_count or 0) + 1
+    agent.updated_at = now
+    session.commit()
+    return agent
+
+
+def release_agent_by_id(session, *, agent_id: str, next_status: str = "AVAILABLE") -> AgentRow | None:
+    agent = session.execute(
+        select(AgentRow).where(AgentRow.agent_id == agent_id)
+    ).scalar_one_or_none()
+    if agent is None:
+        return None
+    now = utc_now_iso()
+    agent.status = next_status
+    agent.current_call_id = None
+    agent.updated_at = now
+    session.commit()
+    return agent

services/shared/models.py

@@ -1253,6 +1253,84 @@ class AgentStateOut(AgentStateIn):
     updated_at: str
 
 
+AgentLevel = Literal["L2", "L3"]
+AgentStatus = Literal["OFFLINE", "AVAILABLE", "RESERVED", "RINGING", "TALKING", "AFTER_CALL_WORK", "PAUSED"]
+
+
+class AgentCreate(BaseModel):
+    tenant_ids: list[str] = Field(default_factory=list)
+    extension: str = Field(min_length=1)
+    endpoint: str | None = None
+    display_name: str = Field(min_length=1)
+    level: AgentLevel
+    skills: list[str] = Field(default_factory=list)
+    max_concurrent_calls: int = Field(default=1, ge=1)
+    enabled: bool = True
+
+
+class AgentStatusUpdateIn(BaseModel):
+    status: AgentStatus
+
+
+class AgentPoolOut(BaseModel):
+    agent_id: str
+    tenant_ids: list[str] = Field(default_factory=list)
+    extension: str
+    endpoint: str | None = None
+    display_name: str
+    level: AgentLevel
+    skills: list[str] = Field(default_factory=list)
+    status: AgentStatus
+    current_call_id: str | None = None
+    max_concurrent_calls: int
+    enabled: bool
+    calls_handled_count: int = 0
+    created_at: str
+    updated_at: str
+
+
+class EscalationRequestIn(BaseModel):
+    target_level: AgentLevel
+    reason_code: str = Field(min_length=1)
+    topic: str | None = None
+    required_skills: list[str] = Field(default_factory=list)
+    priority: int = Field(default=3, ge=1, le=5)
+    summary: str | None = None
+
+
+class EscalationOut(BaseModel):
+    escalation_id: str
+    call_id: str
+    tenant_id: str | None = None
+    from_level: str
+    to_level: str
+    reason_code: str
+    required_skills: list[str] = Field(default_factory=list)
+    priority: int
+    topic: str | None = None
+    summary: str | None = None
+    status: str
+    assigned_agent_id: str | None = None
+    requested_at: str
+    connected_at: str | None = None
+    completed_at: str | None = None
+
+
+class RoutingAgentReserveIn(BaseModel):
+    call_id: str = Field(min_length=1)
+    level: AgentLevel
+    tenant_id: str | None = None
+    required_skills: list[str] = Field(default_factory=list)
+    exclude_agent_ids: list[str] = Field(default_factory=list)
+
+
+class RoutingAgentReserveOut(BaseModel):
+    agent_id: str
+    extension: str
+    endpoint: str | None = None
+    display_name: str
+
+
 class AIAnalyticsWindowOut(BaseModel):
     from_ts: str
     to_ts: str

services/shared/sql_init.py

@@ -471,6 +471,25 @@ def _apply_runtime_schema_compatibility() -> None:
                         "ON asterisk_call_links(customer_name_resolved_at)"
                     )
                 )
+            _add_column_if_missing(conn, columns, "asterisk_call_links", "tenant_id", "VARCHAR(64)")
+            _add_column_if_missing(conn, columns, "asterisk_call_links", "current_level", "VARCHAR(16)")
+            _add_column_if_missing(conn, columns, "asterisk_call_links", "required_skills_json", "TEXT DEFAULT '[]'")
+            _add_column_if_missing(conn, columns, "asterisk_call_links", "priority", "INTEGER DEFAULT 3")
+            indexes = _table_indexes(inspector, "asterisk_call_links")
+            if "idx_asterisk_call_links_tenant_id" not in indexes:
+                conn.execute(
+                    text(
+                        "CREATE INDEX IF NOT EXISTS idx_asterisk_call_links_tenant_id "
+                        "ON asterisk_call_links(tenant_id)"
+                    )
+                )
+            if "idx_asterisk_call_links_current_level" not in indexes:
+                conn.execute(
+                    text(
+                        "CREATE INDEX IF NOT EXISTS idx_asterisk_call_links_current_level "
+                        "ON asterisk_call_links(current_level)"
+                    )
+                )
 
         if "voice_ai_sessions" in table_names:
             columns = _table_columns(inspector, "voice_ai_sessions")

services/shared/sql_models.py

@@ -280,6 +280,10 @@ class AsteriskCallLinkRow(Base):
     connected_at: Mapped[str | None] = mapped_column(String(64), nullable=True, index=True)
     ended_at: Mapped[str | None] = mapped_column(String(64), nullable=True, index=True)
     updated_at: Mapped[str] = mapped_column(String(64), index=True)
+    tenant_id: Mapped[str | None] = mapped_column(String(64), nullable=True, index=True)
+    current_level: Mapped[str | None] = mapped_column(String(16), nullable=True, index=True)
+    required_skills_json: Mapped[str] = mapped_column(Text, default="[]")
+    priority: Mapped[int] = mapped_column(Integer, default=3)
 
 
 class AsteriskCallActionLogRow(Base):
@@ -804,3 +808,66 @@ class SupervisorQueueSnapshotRow(Base):
     in_queue: Mapped[int] = mapped_column(Integer, default=0)
     avg_wait_seconds: Mapped[int] = mapped_column(Integer, default=0)
     updated_at: Mapped[str] = mapped_column(String(64), index=True)
+
+
+class AgentRow(Base):
+    __tablename__ = "agents"
+
+    id: Mapped[int] = mapped_column(Integer, primary_key=True, autoincrement=True)
+    agent_id: Mapped[str] = mapped_column(String(64), unique=True, index=True)
+    tenant_ids_json: Mapped[str] = mapped_column(Text, default="[]")
+    extension: Mapped[str] = mapped_column(String(64), index=True)
+    endpoint: Mapped[str | None] = mapped_column(String(128), nullable=True)
+    display_name: Mapped[str] = mapped_column(String(256))
+    level: Mapped[str] = mapped_column(String(16), index=True)
+    skills_json: Mapped[str] = mapped_column(Text, default="[]")
+    status: Mapped[str] = mapped_column(String(32), index=True, default="OFFLINE")
+    current_call_id: Mapped[str | None] = mapped_column(String(128), nullable=True, index=True)
+    max_concurrent_calls: Mapped[int] = mapped_column(Integer, default=1)
+    enabled: Mapped[bool] = mapped_column(Boolean, default=True, index=True)
+    calls_handled_count: Mapped[int] = mapped_column(Integer, default=0)
+    created_at: Mapped[str] = mapped_column(String(64))
+    updated_at: Mapped[str] = mapped_column(String(64), index=True)
+
+
+class EscalationRow(Base):
+    __tablename__ = "escalations"
+
+    id: Mapped[int] = mapped_column(Integer, primary_key=True, autoincrement=True)
+    escalation_id: Mapped[str] = mapped_column(String(64), unique=True, index=True)
+    call_id: Mapped[str] = mapped_column(String(128), index=True)
+    tenant_id: Mapped[str | None] = mapped_column(String(64), nullable=True, index=True)
+    from_level: Mapped[str] = mapped_column(String(16), index=True)
+    to_level: Mapped[str] = mapped_column(String(16), index=True)
+    reason_code: Mapped[str] = mapped_column(String(64), index=True)
+    required_skills_json: Mapped[str] = mapped_column(Text, default="[]")
+    priority: Mapped[int] = mapped_column(Integer, default=3)
+    topic: Mapped[str | None] = mapped_column(String(256), nullable=True)
+    summary: Mapped[str | None] = mapped_column(Text, nullable=True)
+    status: Mapped[str] = mapped_column(String(32), index=True, default="requested")
+    assigned_agent_id: Mapped[str | None] = mapped_column(String(64), nullable=True, index=True)
+    requested_at: Mapped[str] = mapped_column(String(64), index=True)
+    connected_at: Mapped[str | None] = mapped_column(String(64), nullable=True)
+    completed_at: Mapped[str | None] = mapped_column(String(64), nullable=True)
+
+    __table_args__ = (
+        Index(
+            "idx_escalations_call_id_status",
+            "call_id",
+            "status",
+        ),
+    )
+
+
+class RoutingRuleRow(Base):
+    __tablename__ = "routing_rules"
+
+    id: Mapped[int] = mapped_column(Integer, primary_key=True, autoincrement=True)
+    rule_id: Mapped[str] = mapped_column(String(64), unique=True, index=True)
+    from_level: Mapped[str] = mapped_column(String(16), index=True)
+    to_level: Mapped[str] = mapped_column(String(16), index=True)
+    reason_code: Mapped[str | None] = mapped_column(String(64), nullable=True, index=True)
+    enabled: Mapped[bool] = mapped_column(Boolean, default=True, index=True)
+    priority: Mapped[int] = mapped_column(Integer, default=3)
+    created_at: Mapped[str] = mapped_column(String(64))
+    updated_at: Mapped[str] = mapped_column(String(64))

tests/test_routing_engine.py

@@ -0,0 +1,136 @@
+import json
+
+from sqlalchemy import select
+
+from services.routing_service import engine as routing_engine
+from services.shared.core import new_id, utc_now_iso
+from services.shared.db import get_session
+from services.shared.sql_init import init_sql_schema
+from services.shared.sql_models import AgentRow
+
+
+def _make_agent(session, *, level="L2", tenant_ids=None, skills=None, status="AVAILABLE", enabled=True):
+    now = utc_now_iso()
+    row = AgentRow(
+        agent_id=new_id("agt"),
+        tenant_ids_json=json.dumps(tenant_ids or []),
+        extension="2001",
+        endpoint=None,
+        display_name="Test Agent",
+        level=level,
+        skills_json=json.dumps(skills or []),
+        status=status,
+        max_concurrent_calls=1,
+        enabled=enabled,
+        created_at=now,
+        updated_at=now,
+    )
+    session.add(row)
+    session.commit()
+    session.refresh(row)
+    return row
+
+
+def test_reserve_agent_picks_available_agent_of_requested_level():
+    init_sql_schema()
+    session = get_session()
+    try:
+        agent_l2 = _make_agent(session, level="L2")
+        _make_agent(session, level="L3")
+
+        reserved = routing_engine.reserve_agent(
+            session,
+            call_id="call-1",
+            level="L2",
+            tenant_id=None,
+            required_skills=[],
+        )
+        assert reserved is not None
+        assert reserved.agent_id == agent_l2.agent_id
+        assert reserved.status == "RESERVED"
+        assert reserved.current_call_id == "call-1"
+    finally:
+        session.close()
+
+
+def test_reserve_agent_does_not_double_reserve():
+    init_sql_schema()
+    session = get_session()
+    try:
+        _make_agent(session, level="L2")
+
+        first = routing_engine.reserve_agent(session, call_id="call-a", level="L2", tenant_id=None, required_skills=[])
+        second = routing_engine.reserve_agent(session, call_id="call-b", level="L2", tenant_id=None, required_skills=[])
+        assert first is not None
+        assert second is None
+    finally:
+        session.close()
+
+
+def test_reserve_agent_filters_by_tenant_and_skills():
+    init_sql_schema()
+    session = get_session()
+    try:
+        wrong_tenant = _make_agent(session, level="L2", tenant_ids=["other"])
+        no_skill = _make_agent(session, level="L2", tenant_ids=["konturai"], skills=[])
+        matching = _make_agent(session, level="L2", tenant_ids=["konturai"], skills=["billing"])
+
+        reserved = routing_engine.reserve_agent(
+            session,
+            call_id="call-skill",
+            level="L2",
+            tenant_id="konturai",
+            required_skills=["billing"],
+        )
+        assert reserved is not None
+        assert reserved.agent_id == matching.agent_id
+        assert reserved.agent_id != wrong_tenant.agent_id
+        assert reserved.agent_id != no_skill.agent_id
+    finally:
+        session.close()
+
+
+def test_release_agent_by_call_id_makes_agent_available_again():
+    init_sql_schema()
+    session = get_session()
+    try:
+        agent = _make_agent(session, level="L2")
+        reserved = routing_engine.reserve_agent(session, call_id="call-z", level="L2", tenant_id=None, required_skills=[])
+        assert reserved is not None
+
+        released = routing_engine.release_agent_by_call_id(session, call_id="call-z")
+        assert released is not None
+        assert released.agent_id == agent.agent_id
+        assert released.status == "AVAILABLE"
+        assert released.current_call_id is None
+        assert released.calls_handled_count == 1
+
+        again = routing_engine.reserve_agent(session, call_id="call-again", level="L2", tenant_id=None, required_skills=[])
+        assert again is not None
+        assert again.agent_id == agent.agent_id
+    finally:
+        session.close()
+
+
+def test_reserve_agent_excludes_disabled_and_excluded_ids():
+    init_sql_schema()
+    session = get_session()
+    try:
+        disabled = _make_agent(session, level="L2", enabled=False)
+        excluded = _make_agent(session, level="L2")
+        available = _make_agent(session, level="L2")
+
+        reserved = routing_engine.reserve_agent(
+            session,
+            call_id="call-exc",
+            level="L2",
+            tenant_id=None,
+            required_skills=[],
+            exclude_agent_ids=[excluded.agent_id],
+        )
+        assert reserved is not None
+        assert reserved.agent_id == available.agent_id
+        assert reserved.agent_id != disabled.agent_id
+        assert reserved.agent_id != excluded.agent_id
+    finally:
+        session.close()

ui/operator/styles.css

@@ -5987,3 +5987,66 @@ body.analytics-drilldown-open {
     padding: 10px 16px 0;
   }
 }
+
+.agent-pool-item,
+.escalation-item {
+  display: flex;
+  flex-wrap: wrap;
+  align-items: center;
+  gap: 6px 10px;
+  padding: 12px 14px;
+  border: 1px solid var(--line);
+  border-radius: 12px;
+  margin-bottom: 8px;
+  background: #fff;
+}
+
+.agent-pool-item strong,
+.escalation-item strong {
+  flex-basis: 100%;
+}
+
+.status-badge {
+  display: inline-flex;
+  align-items: center;
+  gap: 6px;
+  padding: 2px 10px;
+  border-radius: 999px;
+  font-size: 12px;
+  font-weight: 700;
+  white-space: nowrap;
+}
+
+.status-badge::before {
+  content: "";
+  width: 6px;
+  height: 6px;
+  border-radius: 50%;
+  background: currentColor;
+}
+
+.status-badge.is-success {
+  background: var(--success-soft);
+  color: var(--success);
+}
+
+.status-badge.is-warning {
+  background: var(--warning-soft);
+  color: var(--warning);
+}
+
+.status-badge.is-danger {
+  background: var(--danger-soft);
+  color: var(--danger);
+}
+
+.status-badge.is-muted {
+  background: #eef1f6;
+  color: #6b7280;
+}
+
+.agent-pool-meta,
+.escalation-meta {
+  font-size: 12px;
+  color: #6b7280;
+}

ui/supervisor/app.js

@@ -698,6 +698,178 @@ async function setAgentState() {
   }
 }
 
+const AGENT_STATUS_LABELS = {
+  AVAILABLE: 'Свободен',
+  RESERVED: 'Зарезервирован',
+  RINGING: 'Звонок идёт',
+  TALKING: 'На линии',
+  AFTER_CALL_WORK: 'Постобработка',
+  PAUSED: 'Пауза',
+  OFFLINE: 'Offline',
+};
+
+const AGENT_STATUS_TONE = {
+  AVAILABLE: 'is-success',
+  RESERVED: 'is-warning',
+  RINGING: 'is-warning',
+  TALKING: 'is-success',
+  AFTER_CALL_WORK: 'is-warning',
+  PAUSED: 'is-muted',
+  OFFLINE: 'is-danger',
+};
+
+const ESCALATION_STATUS_LABELS = {
+  requested: 'Запрошена',
+  ringing: 'Дозвон оператора',
+  completed: 'Завершена',
+  failed: 'Не удалась',
+};
+
+const ESCALATION_STATUS_TONE = {
+  requested: 'is-warning',
+  ringing: 'is-warning',
+  completed: 'is-success',
+  failed: 'is-danger',
+};
+
+function statusBadge(labels, tones, value) {
+  const label = labels[value] || value || 'неизвестно';
+  const tone = tones[value] || 'is-muted';
+  return `<span class="status-badge ${tone}">${escapeHtml(label)}</span>`;
+}
+
+function renderCallAgents(items) {
+  const byStatus = {};
+  items.forEach((item) => {
+    byStatus[item.status] = (byStatus[item.status] || 0) + 1;
+  });
+  $('callAgentsSummary').innerHTML = [
+    renderSummaryCard('Всего в пуле', items.length, 'Операторы L2/L3'),
+    renderSummaryCard('Свободны', byStatus.AVAILABLE || 0, 'Могут принять звонок сейчас'),
+    renderSummaryCard('На линии', (byStatus.TALKING || 0) + (byStatus.RINGING || 0) + (byStatus.RESERVED || 0), 'Заняты звонком или дозвоном'),
+    renderSummaryCard('Offline', byStatus.OFFLINE || 0, 'Недоступны'),
+  ].join('');
+
+  if (!items.length) {
+    $('callAgentsList').innerHTML = '<li class="empty-state">Пул пуст. Добавьте оператора ниже.</li>';
+    return;
+  }
+
+  $('callAgentsList').innerHTML = items
+    .map(
+      (item) => `
+        <li class="agent-pool-item">
+          <strong>${escapeHtml(item.display_name)} · вн. ${escapeHtml(item.extension)}</strong>
+          ${statusBadge(AGENT_STATUS_LABELS, AGENT_STATUS_TONE, item.status)}
+          <span class="status-badge is-muted">${escapeHtml(item.level)}</span>
+          ${item.enabled ? '' : '<span class="status-badge is-danger">отключён</span>'}
+          <span class="agent-pool-meta">tenant: ${escapeHtml((item.tenant_ids || []).join(', ') || '-')}</span>
+          <span class="agent-pool-meta">навыки: ${escapeHtml((item.skills || []).join(', ') || '-')}</span>
+          <span class="agent-pool-meta">принято звонков: ${Number(item.calls_handled_count || 0)}</span>
+          ${item.current_call_id ? `<span class="agent-pool-meta">текущий звонок: ${escapeHtml(item.current_call_id)}</span>` : ''}
+        </li>
+      `,
+    )
+    .join('');
+}
+
+async function loadCallAgents(silent = false) {
+  try {
+    const data = await api('routing', 'agents');
+    renderCallAgents(Array.isArray(data) ? data : []);
+    if (!silent) {
+      log('Пул L2-операторов обновлён', { count: data.length });
+    }
+  } catch (err) {
+    $('callAgentsList').innerHTML = '<li class="empty-state">Не удалось загрузить пул операторов.</li>';
+    if (!silent) {
+      log('Не удалось загрузить пул операторов', { error: err.message });
+    }
+  }
+}
+
+async function createCallAgent() {
+  try {
+    const extension = $('newAgentExtension').value.trim();
+    if (!extension) {
+      log('Укажите внутренний номер оператора');
+      return;
+    }
+    const skills = $('newAgentSkills').value
+      .split(',')
+      .map((item) => item.trim())
+      .filter(Boolean);
+    const tenantId = $('newAgentTenant').value.trim();
+    const data = await api('routing', 'agents', {
+      method: 'POST',
+      body: JSON.stringify({
+        extension,
+        display_name: $('newAgentDisplayName').value.trim() || `Оператор ${extension}`,
+        level: $('newAgentLevel').value,
+        tenant_ids: tenantId ? [tenantId] : [],
+        skills,
+        max_concurrent_calls: 1,
+        enabled: true,
+      }),
+    });
+    log('Оператор добавлен в пул', { agent_id: data.agent_id, extension: data.extension });
+    $('newAgentExtension').value = '';
+    $('newAgentDisplayName').value = '';
+    $('newAgentSkills').value = '';
+    await loadCallAgents();
+  } catch (err) {
+    log('Не удалось добавить оператора', { error: err.message });
+  }
+}
+
+function renderEscalations(items) {
+  const byStatus = {};
+  items.forEach((item) => {
+    byStatus[item.status] = (byStatus[item.status] || 0) + 1;
+  });
+  $('escalationsSummary').innerHTML = [
+    renderSummaryCard('Активных', (byStatus.requested || 0) + (byStatus.ringing || 0), 'Ждут/дозваниваются до оператора'),
+    renderSummaryCard('Завершено', byStatus.completed || 0, 'Успешно приняты оператором'),
+    renderSummaryCard('Не удалось', byStatus.failed || 0, 'Свободного оператора не нашлось'),
+  ].join('');
+
+  if (!items.length) {
+    $('escalationsList').innerHTML = '<li class="empty-state">Эскалаций пока не было.</li>';
+    return;
+  }
+
+  $('escalationsList').innerHTML = items
+    .map(
+      (item) => `
+        <li class="escalation-item">
+          <strong>звонок ${escapeHtml(item.call_id)}</strong>
+          ${statusBadge(ESCALATION_STATUS_LABELS, ESCALATION_STATUS_TONE, item.status)}
+          <span class="status-badge is-muted">${escapeHtml(item.from_level)} → ${escapeHtml(item.to_level)}</span>
+          <span class="escalation-meta">причина: ${escapeHtml(item.reason_code || '-')}</span>
+          <span class="escalation-meta">оператор: ${escapeHtml(item.assigned_agent_id || 'не назначен')}</span>
+          <span class="escalation-meta">запрошена: ${formatTime(item.requested_at)}</span>
+          ${item.summary ? `<span class="escalation-meta">тема: ${escapeHtml(item.summary)}</span>` : ''}
+        </li>
+      `,
+    )
+    .join('');
+}
+
+async function loadEscalations(silent = false) {
+  try {
+    const data = await api('routing', 'escalations?limit=30');
+    renderEscalations(Array.isArray(data) ? data : []);
+    if (!silent) {
+      log('Лента эскалаций обновлена', { count: data.length });
+    }
+  } catch (err) {
+    $('escalationsList').innerHTML = '<li class="empty-state">Не удалось загрузить эскалации.</li>';
+    if (!silent) {
+      log('Не удалось загрузить эскалации', { error: err.message });
+    }
+  }
+}
+
 async function saveQueueMetrics() {
   try {
     const queueId = encodeURIComponent($('queueMetricId').value.trim() || 'line2');
@@ -973,7 +1145,16 @@ function wire() {
   $('loginBtn').addEventListener('click', login);
   $('corporateLoginBtn').addEventListener('click', startCorporateLogin);
   $('refreshBtn').addEventListener('click', async () => {
-    await Promise.all([loadRealtime(), loadKpi(), loadLiveCalls(), loadAgents(), loadRecordings(), refreshKnowledgeBase(true)]);
+    await Promise.all([
+      loadRealtime(),
+      loadKpi(),
+      loadLiveCalls(),
+      loadAgents(),
+      loadCallAgents(),
+      loadEscalations(),
+      loadRecordings(),
+      refreshKnowledgeBase(true),
+    ]);
     log('Данные супервизора обновлены');
   });
   $('loadRealtimeBtn').addEventListener('click', loadRealtime);
@@ -981,6 +1162,9 @@ function wire() {
   $('loadLiveCallsBtn').addEventListener('click', () => loadLiveCalls());
   $('loadAgentsBtn').addEventListener('click', loadAgents);
   $('setAgentBtn').addEventListener('click', setAgentState);
+  $('loadCallAgentsBtn').addEventListener('click', () => loadCallAgents());
+  $('createCallAgentBtn').addEventListener('click', createCallAgent);
+  $('loadEscalationsBtn').addEventListener('click', () => loadEscalations());
   $('saveQueueMetricsBtn').addEventListener('click', saveQueueMetrics);
   $('createKbCategoryBtn').addEventListener('click', createKnowledgeCategory);
   $('loadKbBtn').addEventListener('click', () => refreshKnowledgeBase());
@@ -1015,11 +1199,15 @@ async function init() {
     loadKpi(),
     loadLiveCalls(true),
     loadAgents(),
+    loadCallAgents(true),
+    loadEscalations(true),
     loadRecordings(),
     refreshKnowledgeBase(true),
   ]);
   window.setInterval(() => {
     void loadLiveCalls(true);
+    void loadCallAgents(true);
+    void loadEscalations(true);
   }, 5000);
   log('Пульт супервизора готов');
 }

ui/supervisor/index.html

@@ -35,6 +35,8 @@
           <a class="nav-link" href="#realtime"><span class="nav-bullet"></span>Оперативный срез</a>
           <a class="nav-link" href="#liveCalls"><span class="nav-bullet"></span>Живые звонки</a>
           <a class="nav-link" href="#agents"><span class="nav-bullet"></span>Агенты</a>
+          <a class="nav-link" href="#callRoutingAgents"><span class="nav-bullet"></span>Пул L2 (звонки)</a>
+          <a class="nav-link" href="#escalations"><span class="nav-bullet"></span>Эскалации</a>
           <a class="nav-link" href="#queues"><span class="nav-bullet"></span>Очереди</a>
           <a class="nav-link" href="#knowledge"><span class="nav-bullet"></span>База знаний</a>
         </div>
@@ -153,6 +155,45 @@
             <ul id="agentsList" class="list"></ul>
           </article>
 
+          <article class="panel reveal" id="callRoutingAgents">
+            <h2>Пул операторов L2 (звонки)</h2>
+            <p class="hint">Реальный пул для эскалации звонков с Voice AI (L1) на живых операторов +7 747 645 6048. Отдельно от демо-статусов в блоке «Агенты» выше — здесь показан фактический пул Routing Engine.</p>
+            <div class="actions compact-actions">
+              <button id="loadCallAgentsBtn" class="btn ghost">Обновить пул</button>
+            </div>
+            <div id="callAgentsSummary" class="summary-grid"></div>
+            <ul id="callAgentsList" class="list"></ul>
+
+            <details class="details-block">
+              <summary>Добавить оператора в пул</summary>
+              <div class="inline-form split-two">
+                <input id="newAgentExtension" placeholder="Внутренний номер (напр. 2001)" />
+                <input id="newAgentDisplayName" placeholder="Имя оператора" />
+              </div>
+              <div class="inline-form split-two">
+                <select id="newAgentLevel">
+                  <option value="L2" selected>L2 — оператор</option>
+                  <option value="L3">L3 — технический специалист</option>
+                </select>
+                <input id="newAgentTenant" placeholder="Tenant ID" value="konturai" />
+              </div>
+              <div class="inline-form compact">
+                <input id="newAgentSkills" placeholder="Навыки через запятую (необязательно)" />
+                <button id="createCallAgentBtn" class="btn">Добавить в пул</button>
+              </div>
+            </details>
+          </article>
+
+          <article class="panel reveal" id="escalations">
+            <h2>Эскалации AI → оператор</h2>
+            <p class="hint">Живая лента: какие звонки Voice AI передал(-ает) на L2 и кто из операторов их принял.</p>
+            <div class="actions compact-actions">
+              <button id="loadEscalationsBtn" class="btn ghost">Обновить эскалации</button>
+            </div>
+            <div id="escalationsSummary" class="summary-grid"></div>
+            <ul id="escalationsList" class="list"></ul>
+          </article>
+
           <article class="panel reveal" id="queues">
             <h2>Очередь</h2>
             <div class="inline-form split-two">