digiops/call-center
2
0
Fork 0
Code Issues Pull Requests Actions Packages Projects Releases Wiki Activity
197 Commits 9 Branches 0 Tags
fe8598e09f575beef5ad158fc00964de30462d8a
Commit Graph
11 Commits
Author SHA1 Message Date
Hermes Agent 92095ff5d6 fix: release reserved L2 agent when AMI redirect fails during escalation
deploy / deploy (push) Successful in 32s
Details 
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 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
Yera All 34b807e460 feat(voice): add elevenlabs stt and transcript truth fixes 2026-04-18 18:25:07 +05:00
Yera All feb0ce01e2 fix(asterisk): update telecom route and recording fallback 2026-04-17 12:16:51 +05:00
Yera All 1206ff91ac chore: push remaining local changes 2026-04-16 02:31:57 +05:00
Yera All 02df90138d Revert broken voice_start patch 2026-04-07 00:24:32 +05:00
Yera All e2148a5cb3 Fix AI not asking name during IVR flow by enforcing voice_start profile 2026-04-07 00:13:22 +05:00
Yera All 8b2975ca9a fix(ai-orchestrator): restore cyrillic text formatting 2026-04-06 23:58:42 +05:00
Your Name dadefca410 . 2026-04-05 20:26:46 +05:00
Yera All d959c2b2f0 Add voice name flow controls and analytics 2026-04-05 03:26:18 +05:00
Yera All 5374c202d9 Initial import with GitLab CI/CD and registry deploy flow 2026-04-02 17:05:45 +05:00