feat: implement Call Center queues (mod_callcenter)

- Investigated the real callcenter_config command surface via
  'help callcenter_config' on the running FreeSWITCH before writing any
  code: queues only have load/unload/reload (static XML + reload, no
  'queue add' exists), while agents and tiers are fully dynamic via ESL
  commands (agent add, tier add) -- no file involved. This shapes the next
  phase (Agents/Tiers) differently from this one.
- queues table (tenant-scoped, RLS): strategy, moh/announce, wait times,
  tier rules, discard/abandoned handling, skip-agents-with-external-calls,
  recording_enabled
- packages/telephony: buildQueueXml()
- infrastructure/freeswitch: our own callcenter.conf.xml override (empties
  the vanilla static agents/tiers -- those become fully dynamic in the next
  phase) that includes callcenter_queues.conf.d/*.xml via X-PRE-PROCESS,
  same pattern as the Sofia gateway directory
- apps/api/src/queues: CRUD (POST/GET/GET:id/DELETE) using the queues.view/
  .manage permissions already in the seed
- b2bcall-fs-config (queue-sync.ts): one XML file per queue on a shared
  volume, synced via Redis pub/sub (b2bcall:queues:sync) on create/delete
  and once at boot -- same shape as trunk-sync.ts
- confirmed manually against the real FreeSWITCH, before coding the sync
  logic: 'queue load <name>' fails ('Invalid Queue not found!') for a file
  added after boot -- needs 'reloadxml' first to repopulate the in-memory
  XML tree from disk; after that, 'queue reload <name>' alone handles both
  create and update, no need to distinguish load vs reload
- verified end-to-end: created a queue (ROUND_ROBIN, maxWaitTime=120,
  discardAbandonedAfter=90), 'callcenter_config queue list' showed the
  correct values on the FreeSWITCH side; deleted it, list went back empty

docs/QUEUES.md

apps/api/src/app.module.ts

@@ -4,8 +4,9 @@ import { AuthModule } from "./auth/auth.module";
 import { ExtensionsModule } from "./extensions/extensions.module";
 import { TrunksModule } from "./trunks/trunks.module";
 import { DialplanModule } from "./dialplan/dialplan.module";
+import { QueuesModule } from "./queues/queues.module";
 
 @Module({
-  imports: [HealthModule, AuthModule, ExtensionsModule, TrunksModule, DialplanModule],
+  imports: [HealthModule, AuthModule, ExtensionsModule, TrunksModule, DialplanModule, QueuesModule],
 })
 export class AppModule {}

apps/api/src/queues/dto/create-queue.dto.ts

@@ -0,0 +1,88 @@
+import { IsBoolean, IsIn, IsInt, IsOptional, IsString, Max, MaxLength, Min } from "class-validator";
+
+const STRATEGIES = [
+  "LONGEST_IDLE_AGENT",
+  "ROUND_ROBIN",
+  "TOP_DOWN",
+  "AGENT_WITH_LEAST_TALK_TIME",
+  "AGENT_WITH_FEWEST_CALLS",
+  "SEQUENTIALLY_BY_AGENT_ORDER",
+  "RING_ALL",
+  "RING_PROGRESSIVELY",
+] as const;
+
+export class CreateQueueDto {
+  @IsString()
+  @MaxLength(80)
+  name!: string;
+
+  @IsOptional()
+  @IsString()
+  @MaxLength(255)
+  description?: string;
+
+  @IsOptional()
+  @IsIn(STRATEGIES)
+  strategy?: (typeof STRATEGIES)[number];
+
+  @IsOptional()
+  @IsString()
+  @MaxLength(255)
+  mohSound?: string;
+
+  @IsOptional()
+  @IsString()
+  @MaxLength(255)
+  announceSound?: string;
+
+  @IsOptional()
+  @IsInt()
+  @Min(0)
+  @Max(3600)
+  announceFrequency?: number;
+
+  @IsOptional()
+  @IsInt()
+  @Min(0)
+  @Max(3600)
+  maxWaitTime?: number;
+
+  @IsOptional()
+  @IsInt()
+  @Min(0)
+  @Max(3600)
+  maxWaitTimeWithNoAgent?: number;
+
+  @IsOptional()
+  @IsString()
+  @MaxLength(80)
+  agentNoAnswerStatus?: string;
+
+  @IsOptional()
+  @IsBoolean()
+  tierRulesApply?: boolean;
+
+  @IsOptional()
+  @IsInt()
+  @Min(1)
+  @Max(3600)
+  tierRuleWaitSecond?: number;
+
+  @IsOptional()
+  @IsInt()
+  @Min(0)
+  @Max(3600)
+  discardAbandonedAfter?: number;
+
+  @IsOptional()
+  @IsBoolean()
+  abandonedResumeAllowed?: boolean;
+
+  @IsOptional()
+  @IsBoolean()
+  skipAgentsWithExternalCalls?: boolean;
+
+  @IsOptional()
+  @IsBoolean()
+  recordingEnabled?: boolean;
+}

apps/api/src/queues/queues.controller.ts

@@ -0,0 +1,125 @@
+import {
+  Body,
+  Controller,
+  Delete,
+  Get,
+  HttpCode,
+  HttpStatus,
+  NotFoundException,
+  Param,
+  Post,
+  UseGuards,
+} from "@nestjs/common";
+import { getPrismaClient, withTenantContext } from "@b2bcall/database";
+import { recordAuditEvent, type AccessTokenClaims } from "@b2bcall/auth";
+import { JwtAuthGuard } from "../common/guards/jwt-auth.guard";
+import { PermissionGuard } from "../common/guards/permission.guard";
+import { RequirePermission } from "../common/decorators/require-permission.decorator";
+import { CurrentUser } from "../common/decorators/current-user.decorator";
+import { getRedisClient } from "../common/redis";
+import { CreateQueueDto } from "./dto/create-queue.dto";
+
+const QUEUES_SYNC_CHANNEL = "b2bcall:queues:sync";
+
+async function notifyQueuesChanged(): Promise<void> {
+  await getRedisClient().publish(QUEUES_SYNC_CHANNEL, "sync");
+}
+
+@UseGuards(JwtAuthGuard, PermissionGuard)
+@Controller("queues")
+export class QueuesController {
+  @RequirePermission("queues.manage")
+  @Post()
+  async create(@CurrentUser() user: AccessTokenClaims, @Body() dto: CreateQueueDto) {
+    const prisma = getPrismaClient();
+    const tenantId = user.tenantId!;
+
+    const queue = await withTenantContext(prisma, tenantId, (tx) =>
+      tx.queue.create({
+        data: {
+          tenantId,
+          name: dto.name,
+          description: dto.description,
+          strategy: dto.strategy ?? "LONGEST_IDLE_AGENT",
+          mohSound: dto.mohSound,
+          announceSound: dto.announceSound,
+          announceFrequency: dto.announceFrequency ?? 0,
+          maxWaitTime: dto.maxWaitTime ?? 0,
+          maxWaitTimeWithNoAgent: dto.maxWaitTimeWithNoAgent ?? 0,
+          agentNoAnswerStatus: dto.agentNoAnswerStatus,
+          tierRulesApply: dto.tierRulesApply ?? false,
+          tierRuleWaitSecond: dto.tierRuleWaitSecond ?? 300,
+          discardAbandonedAfter: dto.discardAbandonedAfter ?? 60,
+          abandonedResumeAllowed: dto.abandonedResumeAllowed ?? false,
+          skipAgentsWithExternalCalls: dto.skipAgentsWithExternalCalls ?? true,
+          recordingEnabled: dto.recordingEnabled ?? false,
+        },
+      }),
+    );
+
+    await recordAuditEvent(prisma, {
+      action: "QUEUE_CREATE",
+      tenantId,
+      userId: user.sub,
+      entityType: "queue",
+      entityId: queue.id,
+      after: { name: queue.name, strategy: queue.strategy },
+    });
+
+    await notifyQueuesChanged();
+
+    return queue;
+  }
+
+  @RequirePermission("queues.view")
+  @Get()
+  async list(@CurrentUser() user: AccessTokenClaims) {
+    const prisma = getPrismaClient();
+    const tenantId = user.tenantId!;
+    return withTenantContext(prisma, tenantId, (tx) =>
+      tx.queue.findMany({ where: { deletedAt: null }, orderBy: { name: "asc" } }),
+    );
+  }
+
+  @RequirePermission("queues.view")
+  @Get(":id")
+  async get(@CurrentUser() user: AccessTokenClaims, @Param("id") id: string) {
+    const prisma = getPrismaClient();
+    const tenantId = user.tenantId!;
+    const queue = await withTenantContext(prisma, tenantId, (tx) =>
+      tx.queue.findFirst({ where: { id, deletedAt: null } }),
+    );
+    if (!queue) {
+      throw new NotFoundException();
+    }
+    return queue;
+  }
+
+  @RequirePermission("queues.manage")
+  @Delete(":id")
+  @HttpCode(HttpStatus.NO_CONTENT)
+  async remove(@CurrentUser() user: AccessTokenClaims, @Param("id") id: string) {
+    const prisma = getPrismaClient();
+    const tenantId = user.tenantId!;
+
+    const result = await withTenantContext(prisma, tenantId, (tx) =>
+      tx.queue.updateMany({
+        where: { id, deletedAt: null },
+        data: { deletedAt: new Date(), enabled: false },
+      }),
+    );
+    if (result.count === 0) {
+      throw new NotFoundException();
+    }
+
+    await recordAuditEvent(prisma, {
+      action: "QUEUE_DELETE",
+      tenantId,
+      userId: user.sub,
+      entityType: "queue",
+      entityId: id,
+    });
+
+    await notifyQueuesChanged();
+  }
+}

apps/api/src/queues/queues.module.ts

@@ -0,0 +1,7 @@
+import { Module } from "@nestjs/common";
+import { QueuesController } from "./queues.controller";
+
+@Module({
+  controllers: [QueuesController],
+})
+export class QueuesModule {}

apps/freeswitch-config/src/main.ts

@@ -7,10 +7,12 @@ import { decryptSecret } from "@b2bcall/shared";
 import { buildDirectoryUserXml, NOT_FOUND_XML } from "@b2bcall/telephony";
 import { createLogger } from "@b2bcall/shared";
 import { syncTrunks } from "./trunk-sync";
+import { syncQueues } from "./queue-sync";
 
 const logger = createLogger("b2bcall-fs-config");
 
 const TRUNKS_SYNC_CHANNEL = "b2bcall:trunks:sync";
+const QUEUES_SYNC_CHANNEL = "b2bcall:queues:sync";
 
 function requireEnv(name: string): string {
   const value = process.env[name];
@@ -172,12 +174,17 @@ async function main() {
   // criados enquanto este servico estava fora do ar.
   const subscriber = new Redis(process.env.REDIS_URL!);
   subscriber.on("error", (err) => logger.error("erro na conexao Redis (subscriber)", { error: String(err) }));
-  await subscriber.subscribe(TRUNKS_SYNC_CHANNEL);
-  subscriber.on("message", (_channel, _msg) => {
-    syncTrunks().catch((err) => logger.error("falha ao sincronizar trunks", { error: String(err) }));
+  await subscriber.subscribe(TRUNKS_SYNC_CHANNEL, QUEUES_SYNC_CHANNEL);
+  subscriber.on("message", (channel, _msg) => {
+    if (channel === TRUNKS_SYNC_CHANNEL) {
+      syncTrunks().catch((err) => logger.error("falha ao sincronizar trunks", { error: String(err) }));
+    } else if (channel === QUEUES_SYNC_CHANNEL) {
+      syncQueues().catch((err) => logger.error("falha ao sincronizar filas", { error: String(err) }));
+    }
   });
 
   syncTrunks().catch((err) => logger.error("falha na sincronizacao inicial de trunks", { error: String(err) }));
+  syncQueues().catch((err) => logger.error("falha na sincronizacao inicial de filas", { error: String(err) }));
 }
 
 main().catch((err) => {

apps/freeswitch-config/src/queue-sync.ts

@@ -0,0 +1,122 @@
+import { mkdir, readdir, rm, writeFile } from "node:fs/promises";
+import { join } from "node:path";
+import { getPrismaClient, withTenantContext } from "@b2bcall/database";
+import { buildQueueXml, FreeSwitchTelephonyProvider } from "@b2bcall/telephony";
+import { createLogger } from "@b2bcall/shared";
+
+const logger = createLogger("b2bcall-fs-config");
+
+const QUEUES_DIR = process.env.CALLCENTER_QUEUES_DIR ?? "/callcenter-queues";
+
+let provider: FreeSwitchTelephonyProvider | undefined;
+
+function getProvider(): FreeSwitchTelephonyProvider {
+  if (!provider) {
+    provider = new FreeSwitchTelephonyProvider({
+      host: process.env.ESL_HOST ?? "freeswitch",
+      port: Number(process.env.ESL_PORT ?? 8021),
+      password: process.env.ESL_PASSWORD ?? "",
+      logger: {
+        debug: () => {},
+        info: (msg) => logger.debug(msg),
+        error: (msg, data) => logger.error(msg, { detail: data }),
+      },
+    });
+    provider.connect();
+  }
+  return provider;
+}
+
+/**
+ * Regera um arquivo de fila por tenant/fila habilitada (agente.md secao
+ * 50-51), sinaliza o FreeSWITCH a reler o XML e recarrega cada fila.
+ *
+ * Sequência confirmada manualmente contra o FreeSWITCH: `queue load` sozinho
+ * falha ("Invalid Queue not found!") se o arquivo foi adicionado depois do
+ * boot — precisa de `reloadxml` primeiro pra repopular a árvore XML em
+ * memória a partir do disco. Depois disso, `queue reload <nome>` sozinho
+ * já serve tanto pra criar quanto atualizar (não precisa distinguir
+ * load/reload). Ver docs/QUEUES.md.
+ */
+export async function syncQueues(): Promise<void> {
+  const prisma = getPrismaClient();
+  const tenants = await prisma.tenant.findMany({ where: { status: "ACTIVE" } });
+
+  const desired: Array<{ file: string; queueName: string }> = [];
+  const files: Array<{ name: string; xml: string }> = [];
+
+  for (const tenant of tenants) {
+    if (!tenant.telephonyDomain) continue;
+
+    const queues = await withTenantContext(prisma, tenant.id, (tx) =>
+      tx.queue.findMany({ where: { tenantId: tenant.id, enabled: true, deletedAt: null } }),
+    );
+
+    for (const queue of queues) {
+      const queueName = `${queue.id}@${tenant.telephonyDomain}`;
+      const xml = buildQueueXml({
+        queueName,
+        strategy: queue.strategy,
+        mohSound: queue.mohSound ?? undefined,
+        announceSound: queue.announceSound ?? undefined,
+        announceFrequency: queue.announceFrequency,
+        maxWaitTime: queue.maxWaitTime,
+        maxWaitTimeWithNoAgent: queue.maxWaitTimeWithNoAgent,
+        agentNoAnswerStatus: queue.agentNoAnswerStatus ?? undefined,
+        tierRulesApply: queue.tierRulesApply,
+        tierRuleWaitSecond: queue.tierRuleWaitSecond,
+        discardAbandonedAfter: queue.discardAbandonedAfter,
+        abandonedResumeAllowed: queue.abandonedResumeAllowed,
+        skipAgentsWithExternalCalls: queue.skipAgentsWithExternalCalls,
+        recordingEnabled: queue.recordingEnabled,
+      });
+      files.push({ name: `${queue.id}.xml`, xml });
+      desired.push({ file: `${queue.id}.xml`, queueName });
+    }
+  }
+
+  await mkdir(QUEUES_DIR, { recursive: true });
+  const existing = await readdir(QUEUES_DIR).catch(() => [] as string[]);
+  const wantedFiles = new Set(files.map((f) => f.name));
+  const staleFiles = existing.filter((f) => !wantedFiles.has(f));
+
+  await Promise.all(files.map((f) => writeFile(join(QUEUES_DIR, f.name), f.xml, "utf8")));
+  await Promise.all(staleFiles.map((f) => rm(join(QUEUES_DIR, f))));
+
+  logger.info("filas sincronizadas", { desired: desired.length, removed: staleFiles.length });
+
+  try {
+    const providerInstance = getProvider();
+    const connected = await providerInstance.waitUntilConnected(5000);
+    if (!connected) {
+      logger.warn("ESL ainda nao conectado, reload de filas sera tentado na proxima sincronizacao");
+      return;
+    }
+
+    await providerInstance.runApi("reloadxml");
+
+    for (const { queueName } of desired) {
+      await providerInstance.runApi(`callcenter_config queue reload ${queueName}`);
+    }
+
+    // Descarrega filas cujo arquivo foi removido nesta sincronizacao. O
+    // registro no banco já não existe mais nesse ponto, então não dá pra
+    // saber o domain exato do tenant dono — como hoje o domain é
+    // compartilhado entre tenants (limitação conhecida, ver
+    // docs/EXTENSIONS.md), usamos o de qualquer tenant ativo como
+    // aproximação razoável.
+    const anyDomain = tenants.find((t) => t.telephonyDomain)?.telephonyDomain;
+    if (anyDomain) {
+      for (const staleFile of staleFiles) {
+        const queueId = staleFile.replace(/\.xml$/, "");
+        await providerInstance
+          .runApi(`callcenter_config queue unload ${queueId}@${anyDomain}`)
+          .catch(() => undefined);
+      }
+    }
+
+    logger.info("callcenter reloadxml + queue reload executados", { count: desired.length });
+  } catch (err) {
+    logger.error("falha ao recarregar filas no FreeSWITCH", { error: String(err) });
+  }
+}