call-center/docs/runbooks/voice-baseline.md

Voice Baseline

Status: Track 11/12 accepted, Track 14 browser QA path added

This document describes what the voice path already supports today.

What works

• Asterisk 20 on a Linux VM forwards inbound lab calls into the platform through asterisk-bridge-service
• A call from 1001 to 7000 creates a real voice interaction and writes:
  • call.started
  • call.connected
  • call.ended
  • recording.ready
• /operator shows real bridge-backed live calls in Активные звонки
• The operator can use accepted browser controls:
  • Принять в работу
  • Завершить
  • Передать
• /operator keeps short-lived terminal cards in Только что завершённые
• Recording import is automatic and /supervisor can play the audio back
• A QA browser softphone path is now available when:
  • bridge WebRTC config is enabled
  • the operator user has a browser SIP mapping
  • Asterisk WSS config is applied

What this baseline does not do

• no ARI
• no attended transfer or conference
• no production cutover workflow
• no telephony redesign beyond the accepted Track 11 and Track 12 behavior
• no production browser softphone rollout yet

Source documents

• Track 11 roadmap: docs/roadmap/07-track11-live-operator-call-control.md
• Track 12 roadmap: docs/roadmap/08-track12-operator-voice-ux-hardening.md
• Track 14 roadmap: docs/roadmap/09-track14-browser-softphone-webrtc.md
• Track 11 runbook: docs/runbooks/track11-live-operator-call-control.md
• Track 12 runbook: docs/runbooks/track12-operator-voice-ux.md
• Track 14 runbook: docs/runbooks/track14-browser-softphone.md

Acceptance references

• Track 11 accepted package:
  • docs/acceptance/track11/track11-acceptance.md
• Track 12 accepted package:
  • docs/acceptance/track12/20260307_161629/track12-acceptance.md