call-center/docs/roadmap/08-track12-operator-voice-ux-hardening.md

Wave 2 / Track 12 - Operator Voice UX Hardening

Status: Accepted

Track 12 hardens the accepted Track 11 voice-control baseline without changing the telephony architecture.

Goal

Keep the current Asterisk plus MicroSIP/Zoiper model, but make the operator voice flow predictable and readable.

Accepted outcome:

• /operator shows only real bridge-backed calls
• active and recently ended calls are separated
• browser actions behave consistently
• recent calls stay visible briefly instead of disappearing immediately

Scope

In scope:

• GET /asterisk/recent-calls
• additive live-call metadata
• operator UI split into Активные звонки and Только что завершённые
• clearer labels and SIP-versus-browser hint text
• removal of interaction-based live-call guessing
• QA acceptance for active/recent call behavior

Out of scope:

• WebRTC or browser softphone
• claim-first telephony redesign
• ARI
• attended transfer or conference
• production cutover

Deliverables

1. Backend:
   • services/asterisk_bridge_service/app.py
   • services/shared/models.py
   • gateway/app.py
2. Operator UI:
   • ui/operator/index.html
   • ui/operator/app.js
   • ui/operator/styles.css
3. Evidence and docs:
   • docs/runbooks/track12-operator-voice-ux.md
   • docs/acceptance/track12/track12-acceptance.template.md

Accepted baseline

Track 12 is frozen with these guarantees:

• Живые звонки never falls back to interaction:int_* placeholder cards
• reconciled service traces do not remove an active call early
• hangup and blind transfer move the card into the recent bucket
• recent cards stay visible for the short configured window
• Track 11 control-path behavior and recording playback remain green

This is the current operator voice UX baseline.