arys
1dcfaf46cf
Phase 2 of the L1->L2 routing engine (Phase 1: MR!4). - ami_loop() now also captures native AMI DialEnd/Hangup frames (not only UserEvent), needed to detect that an escalated agent did not answer. No dialplan change required - Redirect already routes the client channel into an existing Dial()-based transfer context, so Asterisk emits these events on its own; the listener just wasn't reading them before. - retry_escalation_no_answer(): on NOANSWER/BUSY/CANCEL/CHANUNAVAIL/ CONGESTION, releases the non-answering agent, excludes it, and reserves+redirects to the next available agent via the routing engine's existing exclude_agent_ids support. Exhausted pool marks the escalation failed and leaves the call with the AI instead of dropping the client (ТЗ §32). - Agent status now actually moves through RESERVED -> RINGING -> TALKING -> AFTER_CALL_WORK -> AVAILABLE instead of staying stuck on RESERVED for the whole call; a new acw_sweep_loop background thread (same pattern as the existing failed_retry_loop) times out AFTER_CALL_WORK back to AVAILABLE. - escalations gains attempt_count/real_agent_id/attempted_agent_ids_json (migration 0033); fixes a latent bug where assigned_agent_id stored the SIP extension instead of the real agent_id despite routing-service already returning it in RoutingAgentReserveOut. - Every transition now records an interaction timeline entry and publishes the ТЗ §25 event catalog (AgentReserved/AgentRinging/ AgentNoAnswer/AgentConnected/TransferCompleted/TransferFailed) through the existing emit_voice_event/EventOutboxRow idempotent path. Not in this MR (see plan): SLA config, Callback, L3 (needs real technical agents from the business), metrics.
14 lines
435 B
JSON
14 lines
435 B
JSON
{
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"$schema": "https://json-schema.org/draft/2020-12/schema",
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"title": "AgentRinging",
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"type": "object",
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"required": ["event", "call_id", "escalation_id", "agent_id", "created_at"],
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"properties": {
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"event": { "const": "AgentRinging" },
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"call_id": { "type": "string" },
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"escalation_id": { "type": "string" },
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"agent_id": { "type": "string" },
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"created_at": { "type": "string", "format": "date-time" }
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}
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}
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