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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

sql

feat: L1->L2 agent pool and routing engine for voice escalation

2026-08-28 16:22:32 +05:00

README.md

Initial import with GitLab CI/CD and registry deploy flow

2026-04-02 17:05:45 +05:00

README.md

Core DB Migrations

This folder contains SQL migrations for core MVP services:

auth-service
customer-service
interaction-service
routing-service

Files

sql/0001_core_sqlite.sql
sql/0001_core_postgres.sql
sql/0002_stage3_sqlite.sql
sql/0002_stage3_postgres.sql

Apply

python scripts/migrate_core_db.py

The runner:

detects dialect from DATABASE_URL
applies all *_{dialect}.sql migrations in order
tracks applied files in schema_migrations