call-center/docs/roadmap/07-track11-live-operator-call-control.md

Wave 2 / Track 11 - Live Operator Voice Control

Status: Accepted

Track 11 introduced the first real operator call-control loop on top of the accepted Asterisk bridge.

Goal

Move from event-only voice integration to operator-controlled live calls in the existing operator shell.

Accepted control path:

• operator sees a live inbound call in /operator
• operator answers media in external MicroSIP/Zoiper
• operator fixes ownership in the browser with Принять в работу
• operator can Завершить or Передать

Voice media stays outside the browser. No WebRTC in this track.

Scope

In scope:

• bridge live-call routes under /asterisk/live-calls
• own-call RBAC for operator
• operator live-call block
• action log and replay-safe behavior
• Asterisk event MVPCCOperatorConnected
• QA acceptance with real call and recording playback

Out of scope:

• ARI
• attended transfer or conference
• embedded browser softphone
• business API redesign

Deliverables

1. Migrations:
   • migrations/sql/0011_track11_voice_control_sqlite.sql
   • migrations/sql/0011_track11_voice_control_postgres.sql
2. Backend:
   • services/asterisk_bridge_service/app.py
3. Operator UI:
   • ui/operator/index.html
   • ui/operator/app.js
4. Asterisk templates:
   • deployment/asterisk/pjsip.conf
   • deployment/asterisk/extensions.conf
5. Evidence and docs:
   • docs/runbooks/track11-live-operator-call-control.md
   • docs/acceptance/track11/track11-acceptance.md

Accepted baseline

Track 11 is frozen with these guarantees:

• live inbound call visibility works in /operator
• claim, hangup, and blind transfer persist in bridge action logs
• call.connected and call.transferred are written as voice events
• recording import and supervisor playback stay green

For the current operator UX, use the Track 12 runbook. Track 11 remains the control-path baseline.