Hermes Agent
2243f305b8
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.
137 lines
4.4 KiB
Python
137 lines
4.4 KiB
Python
import json
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from sqlalchemy import select
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from services.routing_service import engine as routing_engine
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from services.shared.core import new_id, utc_now_iso
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from services.shared.db import get_session
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from services.shared.sql_init import init_sql_schema
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from services.shared.sql_models import AgentRow
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def _make_agent(session, *, level="L2", tenant_ids=None, skills=None, status="AVAILABLE", enabled=True):
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now = utc_now_iso()
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row = AgentRow(
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agent_id=new_id("agt"),
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tenant_ids_json=json.dumps(tenant_ids or []),
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extension="2001",
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endpoint=None,
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display_name="Test Agent",
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level=level,
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skills_json=json.dumps(skills or []),
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status=status,
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max_concurrent_calls=1,
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enabled=enabled,
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created_at=now,
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updated_at=now,
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)
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session.add(row)
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session.commit()
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session.refresh(row)
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return row
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def test_reserve_agent_picks_available_agent_of_requested_level():
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init_sql_schema()
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session = get_session()
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try:
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agent_l2 = _make_agent(session, level="L2")
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_make_agent(session, level="L3")
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reserved = routing_engine.reserve_agent(
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session,
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call_id="call-1",
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level="L2",
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tenant_id=None,
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required_skills=[],
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)
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assert reserved is not None
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assert reserved.agent_id == agent_l2.agent_id
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assert reserved.status == "RESERVED"
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assert reserved.current_call_id == "call-1"
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finally:
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session.close()
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def test_reserve_agent_does_not_double_reserve():
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init_sql_schema()
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session = get_session()
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try:
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_make_agent(session, level="L2")
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first = routing_engine.reserve_agent(session, call_id="call-a", level="L2", tenant_id=None, required_skills=[])
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second = routing_engine.reserve_agent(session, call_id="call-b", level="L2", tenant_id=None, required_skills=[])
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assert first is not None
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assert second is None
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finally:
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session.close()
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def test_reserve_agent_filters_by_tenant_and_skills():
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init_sql_schema()
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session = get_session()
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try:
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wrong_tenant = _make_agent(session, level="L2", tenant_ids=["other"])
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no_skill = _make_agent(session, level="L2", tenant_ids=["konturai"], skills=[])
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matching = _make_agent(session, level="L2", tenant_ids=["konturai"], skills=["billing"])
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reserved = routing_engine.reserve_agent(
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session,
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call_id="call-skill",
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level="L2",
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tenant_id="konturai",
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required_skills=["billing"],
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)
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assert reserved is not None
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assert reserved.agent_id == matching.agent_id
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assert reserved.agent_id != wrong_tenant.agent_id
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assert reserved.agent_id != no_skill.agent_id
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finally:
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session.close()
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def test_release_agent_by_call_id_makes_agent_available_again():
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init_sql_schema()
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session = get_session()
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try:
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agent = _make_agent(session, level="L2")
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reserved = routing_engine.reserve_agent(session, call_id="call-z", level="L2", tenant_id=None, required_skills=[])
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assert reserved is not None
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released = routing_engine.release_agent_by_call_id(session, call_id="call-z")
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assert released is not None
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assert released.agent_id == agent.agent_id
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assert released.status == "AVAILABLE"
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assert released.current_call_id is None
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assert released.calls_handled_count == 1
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again = routing_engine.reserve_agent(session, call_id="call-again", level="L2", tenant_id=None, required_skills=[])
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assert again is not None
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assert again.agent_id == agent.agent_id
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finally:
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session.close()
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def test_reserve_agent_excludes_disabled_and_excluded_ids():
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init_sql_schema()
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session = get_session()
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try:
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disabled = _make_agent(session, level="L2", enabled=False)
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excluded = _make_agent(session, level="L2")
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available = _make_agent(session, level="L2")
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reserved = routing_engine.reserve_agent(
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session,
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call_id="call-exc",
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level="L2",
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tenant_id=None,
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required_skills=[],
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exclude_agent_ids=[excluded.agent_id],
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)
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assert reserved is not None
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assert reserved.agent_id == available.agent_id
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assert reserved.agent_id != disabled.agent_id
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assert reserved.agent_id != excluded.agent_id
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finally:
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session.close()
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