call-center/docs/runbooks/track12-operator-voice-ux.md

Runbook - Track 12 Operator Voice UX

Use this runbook to validate the frozen operator voice baseline after Track 12.

Preconditions

• Platform is running locally or in QA
• ASTERISK_CALLCONTROL_ENABLED=1
• operator softphone is registered: 2001 or 2002
• caller softphone 1001 can call 7000

Operator model

• The phone answer happens in MicroSIP/Zoiper
• Browser action Принять в работу does not answer media
• Browser actions manage ownership and call-control in the platform
• Активные звонки shows only live bridge-backed calls
• Только что завершённые shows short-lived recent terminal calls

Happy path

1. Open /operator and log in as operator / op12345.
2. Place a call 1001 -> 7000.
3. Answer in MicroSIP/Zoiper.
4. Confirm the card appears in Активные звонки.
5. Click Принять в работу.
6. Confirm the card stays in Активные звонки.
7. Click Завершить.
8. Confirm the card moves to Только что завершённые.
9. Open /supervisor and verify the imported recording.

Transfer path

1. Repeat the call flow.
2. Click Принять в работу.
3. Set:
   • target type = extension
   • target value = 2002
4. Click Передать.
5. Confirm the card moves to Только что завершённые.
6. Confirm the recent card shows transfer as the terminal action.

Passive path

1. Place a call and answer it in SIP.
2. Do not click any browser action for at least 30-40 seconds.
3. Confirm the call stays in Активные звонки until the real hangup.

Failure cues

• If Живые звонки shows interaction:int_*, the browser is using stale assets
• If a call disappears before the real hangup, inspect bridge reconciliation behavior
• If Передать succeeds in SIP but not in UI, inspect /asterisk/live-calls/{call_id}/actions