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Author	SHA1	Message	Date
Hermes Agent	92095ff5d6	fix: release reserved L2 agent when AMI redirect fails during escalation ... Found during production smoke test: if the AMI Redirect call in create_escalation() raises (channel gone, AMI hiccup), the agent stays RESERVED forever with no owning call — orphaned out of the pool until someone fixes it by hand. Now releases the agent and marks the escalation failed before re-raising as a 502.	2026-08-29 14:01:40 +05:00
Hermes Agent	8c131440fc	config: route voice_lab_ai / ivr_aimaq_ai_ru queues through L2 agent pool ... Enables the new Routing Engine for the Tele2 Kazgaz DID +77476456048 (lands on queue 7100/voice_lab_ai): AI handoff now reserves a real L2 agent from the pool instead of the static extension redirect.	2026-08-29 13:37:30 +05:00
Hermes Agent	1ad4e1ec6e	feat: surface L2 agent pool and escalations on supervisor screen ... - routing-service: GET /escalations (list recent escalation attempts) - supervisor UI: new panel showing the real agent pool (status, level, tenant, skills, calls handled) fed by GET /agents, with a form to add operators to the pool - supervisor UI: new live escalation feed (AI->L2 handoffs, status, assigned operator), auto-refreshed every 5s alongside live calls	2026-08-29 13:28:14 +05:00
Hermes Agent	2243f305b8	feat: L1->L2 agent pool and routing engine for voice escalation ... Replaces the hardcoded single-extension redirect for AI->human call escalation with a real Agent Pool + Routing Engine: - agents/escalations/routing_rules tables (migration 0031), asterisk_call_links gains tenant_id/current_level/required_skills_json/priority. - services/routing_service/engine.py: level/tenant/skill filtered agent selection with atomic (CAS) reservation, no double-booking. - routing-service: /agents CRUD + /internal/routing/reserve-agent and /internal/routing/release-agent. - asterisk-bridge-service: voice_ai.request_handoff now uses the Routing Engine automatically for any queue_code configured in ASTERISK_QUEUE_LEVEL_MAP_JSON (all other queue_codes keep the existing static ASTERISK_TRANSFER_TARGET_MAP_JSON behavior unchanged); new POST /asterisk/live-calls/{call_id}/escalations entrypoint; agent is released back to AVAILABLE and the escalation closed when the call ends. Targets the Tele2 Kazgaz DID +77476456048 (from-tele2-kazgaz context) as the first queue wired to real L2 routing instead of AI-only. Known gap (documented in docs/architecture/l1-l2-routing-engine.md): automatic no-answer retry-to-next-agent needs a small, separately reviewed dialplan change and is left for a follow-up MR rather than guessed at blind. Tests: services/routing_service/engine.py covered by tests/test_routing_engine.py (selection filtering, atomic reservation, release); existing test_asterisk_bridge_service.py and test_routing_service_pg_counter.py suites still pass unmodified.	2026-08-28 16:22:32 +05:00