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

packages/database/prisma/migrations/20260828120508_queues/migration.sql

@@ -0,0 +1,44 @@
+-- CreateEnum
+CREATE TYPE "queue_strategy" AS ENUM ('LONGEST_IDLE_AGENT', 'ROUND_ROBIN', 'TOP_DOWN', 'AGENT_WITH_LEAST_TALK_TIME', 'AGENT_WITH_FEWEST_CALLS', 'SEQUENTIALLY_BY_AGENT_ORDER', 'RING_ALL', 'RING_PROGRESSIVELY');
+
+-- CreateTable
+CREATE TABLE "queues" (
+    "id" UUID NOT NULL,
+    "tenant_id" UUID NOT NULL,
+    "name" TEXT NOT NULL,
+    "description" TEXT,
+    "strategy" "queue_strategy" NOT NULL DEFAULT 'LONGEST_IDLE_AGENT',
+    "moh_sound" TEXT,
+    "announce_sound" TEXT,
+    "announce_frequency" INTEGER NOT NULL DEFAULT 0,
+    "max_wait_time" INTEGER NOT NULL DEFAULT 0,
+    "max_wait_time_with_no_agent" INTEGER NOT NULL DEFAULT 0,
+    "agent_no_answer_status" TEXT,
+    "tier_rules_apply" BOOLEAN NOT NULL DEFAULT false,
+    "tier_rule_wait_second" INTEGER NOT NULL DEFAULT 300,
+    "discard_abandoned_after" INTEGER NOT NULL DEFAULT 60,
+    "abandoned_resume_allowed" BOOLEAN NOT NULL DEFAULT false,
+    "skip_agents_with_external_calls" BOOLEAN NOT NULL DEFAULT true,
+    "recording_enabled" BOOLEAN NOT NULL DEFAULT false,
+    "enabled" BOOLEAN NOT NULL DEFAULT true,
+    "created_at" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
+    "updated_at" TIMESTAMP(3) NOT NULL,
+    "deleted_at" TIMESTAMP(3),
+
+    CONSTRAINT "queues_pkey" PRIMARY KEY ("id")
+);
+
+-- CreateIndex
+CREATE INDEX "queues_tenant_id_idx" ON "queues"("tenant_id");
+
+-- CreateIndex
+CREATE UNIQUE INDEX "queues_tenant_id_name_key" ON "queues"("tenant_id", "name");
+
+-- AddForeignKey
+ALTER TABLE "queues" ADD CONSTRAINT "queues_tenant_id_fkey" FOREIGN KEY ("tenant_id") REFERENCES "tenants"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
+
+-- Tabela de negocio tenant-scoped: RLS obrigatorio (ver docs/TENANT_ISOLATION.md).
+ALTER TABLE "queues" ENABLE ROW LEVEL SECURITY;
+ALTER TABLE "queues" FORCE ROW LEVEL SECURITY;
+CREATE POLICY "tenant_isolation" ON "queues"
+  USING (tenant_id = NULLIF(current_setting('app.current_tenant_id', true), '')::uuid);

packages/database/prisma/schema.prisma

@@ -38,6 +38,7 @@ model Tenant {
   trunks           Trunk[]
   dialplanExtensions DialplanExtension[]
   dialplanVersions   DialplanVersion[]
+  queues             Queue[]
 
   @@map("tenants")
 }
@@ -379,3 +380,61 @@ model DialplanVersion {
   @@index([tenantId, context, status])
   @@map("dialplan_versions")
 }
+
+enum QueueStrategy {
+  LONGEST_IDLE_AGENT
+  ROUND_ROBIN
+  TOP_DOWN
+  AGENT_WITH_LEAST_TALK_TIME
+  AGENT_WITH_FEWEST_CALLS
+  SEQUENTIALLY_BY_AGENT_ORDER
+  RING_ALL
+  RING_PROGRESSIVELY
+
+  @@map("queue_strategy")
+}
+
+// Tabela tenant-scoped protegida por RLS (agente.md secao 50-51). O nome no
+// FreeSWITCH é `<queue.id>@<tenant.telephonyDomain>` — mod_callcenter usa
+// um namespace unico compartilhado entre tenants (nao ha equivalente ao
+// diretorio por-arquivo do Sofia pra isolar por tenant, ver docs/QUEUES.md).
+model Queue {
+  id                     String        @id @default(uuid()) @db.Uuid
+  tenantId               String        @map("tenant_id") @db.Uuid
+
+  name                   String
+  description            String?
+
+  strategy               QueueStrategy @default(LONGEST_IDLE_AGENT)
+
+  mohSound               String?       @map("moh_sound")
+  announceSound          String?       @map("announce_sound")
+  announceFrequency      Int           @default(0) @map("announce_frequency")
+
+  maxWaitTime            Int           @default(0) @map("max_wait_time")
+  maxWaitTimeWithNoAgent Int           @default(0) @map("max_wait_time_with_no_agent")
+
+  agentNoAnswerStatus    String?       @map("agent_no_answer_status")
+
+  tierRulesApply         Boolean       @default(false) @map("tier_rules_apply")
+  tierRuleWaitSecond     Int           @default(300) @map("tier_rule_wait_second")
+
+  discardAbandonedAfter  Int           @default(60) @map("discard_abandoned_after")
+  abandonedResumeAllowed Boolean       @default(false) @map("abandoned_resume_allowed")
+
+  skipAgentsWithExternalCalls Boolean  @default(true) @map("skip_agents_with_external_calls")
+
+  recordingEnabled       Boolean       @default(false) @map("recording_enabled")
+
+  enabled                Boolean       @default(true)
+
+  createdAt              DateTime      @default(now()) @map("created_at")
+  updatedAt              DateTime      @updatedAt @map("updated_at")
+  deletedAt              DateTime?     @map("deleted_at")
+
+  tenant                 Tenant        @relation(fields: [tenantId], references: [id])
+
+  @@unique([tenantId, name])
+  @@index([tenantId])
+  @@map("queues")
+}

packages/telephony/src/index.ts

@@ -4,3 +4,4 @@ export * from "./freeswitch-provider";
 export * from "./directory-xml";
 export * from "./gateway-xml";
 export * from "./dialplan-xml";
+export * from "./queue-xml";

packages/telephony/src/queue-xml.ts

@@ -0,0 +1,78 @@
+function xmlEscape(value: string): string {
+  return value
+    .replace(/&/g, "&")
+    .replace(/</g, "&lt;")
+    .replace(/>/g, "&gt;")
+    .replace(/"/g, "&quot;")
+    .replace(/'/g, "&apos;");
+}
+
+const STRATEGY_VALUES: Record<string, string> = {
+  LONGEST_IDLE_AGENT: "longest-idle-agent",
+  ROUND_ROBIN: "round-robin",
+  TOP_DOWN: "top-down",
+  AGENT_WITH_LEAST_TALK_TIME: "agent-with-least-talk-time",
+  AGENT_WITH_FEWEST_CALLS: "agent-with-fewest-calls",
+  SEQUENTIALLY_BY_AGENT_ORDER: "sequentially-by-agent-order",
+  RING_ALL: "ring-all",
+  RING_PROGRESSIVELY: "ring-progressively",
+};
+
+export interface QueueXmlParams {
+  queueName: string; // ja no formato "<id>@<domain>"
+  strategy: keyof typeof STRATEGY_VALUES;
+  mohSound?: string;
+  announceSound?: string;
+  announceFrequency: number;
+  maxWaitTime: number;
+  maxWaitTimeWithNoAgent: number;
+  agentNoAnswerStatus?: string;
+  tierRulesApply: boolean;
+  tierRuleWaitSecond: number;
+  discardAbandonedAfter: number;
+  abandonedResumeAllowed: boolean;
+  skipAgentsWithExternalCalls: boolean;
+  recordingEnabled: boolean;
+}
+
+/**
+ * XML de fila do mod_callcenter (agente.md secao 50-51). Escrito em
+ * autoload_configs/callcenter_queues.conf.d/<queue_id>.xml (volume Docker
+ * compartilhado, incluído via X-PRE-PROCESS no callcenter.conf.xml —
+ * mesmo padrão dos gateways Sofia). Carregado com `callcenter_config queue
+ * reload <nome>` via ESL, não é resolvido dinamicamente por chamada como o
+ * dialplan.
+ */
+export function buildQueueXml(params: QueueXmlParams): string {
+  const lines: string[] = [];
+  const param = (name: string, value: string | number | boolean | undefined) => {
+    if (value === undefined || value === "") return;
+    lines.push(`      <param name="${name}" value="${xmlEscape(String(value))}"/>`);
+  };
+
+  param("strategy", STRATEGY_VALUES[params.strategy]);
+  param("moh-sound", params.mohSound);
+  param("announce-sound", params.announceSound);
+  param("announce-frequency", params.announceFrequency);
+  param("time-base-score", "system");
+  param("max-wait-time", params.maxWaitTime);
+  param("max-wait-time-with-no-agent", params.maxWaitTimeWithNoAgent);
+  param("agent-no-answer-status", params.agentNoAnswerStatus);
+  param("tier-rules-apply", params.tierRulesApply);
+  param("tier-rule-wait-second", params.tierRuleWaitSecond);
+  param("discard-abandoned-after", params.discardAbandonedAfter);
+  param("abandoned-resume-allowed", params.abandonedResumeAllowed);
+  param("skip-agents-with-external-calls", params.skipAgentsWithExternalCalls);
+  if (params.recordingEnabled) {
+    param(
+      "record-template",
+      "$${recordings_dir}/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav",
+    );
+  }
+
+  return `<include>
+  <queue name="${xmlEscape(params.queueName)}">
+${lines.join("\n")}
+  </queue>
+</include>`;
+}