call-center/docs/runbooks/track11-live-operator-call-control.md

Runbook - Track 11 Live Operator Call Control

Use this runbook to verify the accepted call-control path introduced in Track 11.

For the current operator UX and active/recent call behavior, use docs/runbooks/track12-operator-voice-ux.md.

Preconditions

• Track 9 bridge works: /proxy/asterisk-bridge/asterisk/status returns ami_connected=true
• operator SIP extensions exist in Asterisk: 2001, 2002
• bridge env includes:
  • ASTERISK_CALLCONTROL_ENABLED=1
  • ASTERISK_OPERATOR_EXTENSION_MAP_JSON
  • ASTERISK_TRANSFER_TARGET_MAP_JSON

1) Start the QA stack

powershell -ExecutionPolicy Bypass -File scripts\start_track9_qa.ps1

Verify:

curl http://127.0.0.1:8080/proxy/asterisk-bridge/asterisk/status

2) Real call scenario

1. Register caller softphone 1001.
2. Register operator softphone 2001.
3. Make call 1001 -> 7000.
4. Open http://127.0.0.1:8080/operator as operator.
5. In Живые звонки:
   • select the active call
   • click Принять в работу
6. Speak in MicroSIP/Zoiper.
7. Finish with one of:
   • Завершить
   • Передать

3) Verify persisted events

Expected event types for the same call:

• call.started
• call.connected
• call.ended
• recording.ready
• optional call.transferred

4) Verify recording playback

1. Open http://127.0.0.1:8080/supervisor.
2. In Записи, load the latest recording for the call.
3. Check inline playback: audio/*, HTTP 200.

5) Inspect action log

curl -H "X-User: operator_a" -H "X-Role: operator" ^
  http://127.0.0.1:8080/proxy/asterisk-bridge/asterisk/live-calls/<call_id>/actions

Each action should have:

• action_type in claim|hangup|blind-transfer
• result_status=ok
• ami_action_id for a successful AMI call

6) Failure handling

• 403 Operator can control only own claimed call
  • use the correct operator account or claim the call first
• 409 Unable to resolve active channel for call
  • check AMI permissions and channel resolution
• Unknown transfer queue_code
  • fix ASTERISK_TRANSFER_TARGET_MAP_JSON