feat(agents): agentes, tiers e pausas — call center completo

Fecha agente.md secao 45-49/52. Depois desta fase, um usuario autenticado
consegue logar como agente, entrar numa fila real, se pausar e voltar,
tudo refletido de verdade no FreeSWITCH.

Schema (migration 20260828124245_agents):
- agents (tenant-scoped, RLS): User -> Extension -> identidade de agente,
  state (enum AgentState de 8 valores) espelhando o estado real, so
  alterado via login/logout/pause/resume, nunca escrito direto pela API.
- tiers: Queue<->Agent (level/position 1:1 com mod_callcenter).
- agent_sessions: um ciclo login->logout por linha.
- agent_state_events: historico de transicoes de estado.
- pause_reasons / agent_pause_events (secao 48).

Dois bugs reais corrigidos em FreeSwitchTelephonyProvider, presentes desde
a fase de Event Socket original:
- "queue add/del member" nao existe no mod_callcenter — membership de
  fila usa tier add/tier del. So foi pego agora ao confirmar de novo a
  sintaxe via `help callcenter_config` antes de codar esta fase.
- addAgent/removeAgent nao existiam ainda (agent add/del).

Mecanismo de sync: agentes e tiers nao tem representacao em XML, so
comando ESL direto — diferente do padrao "regenera todos os arquivos"
usado em Trunks/Queues. apps/api publica uma mensagem por acao com
payload (b2bcall:agents:sync, b2bcall:tiers:sync); b2bcall-fs-config
aplica o comando correspondente (agent-sync.ts).

Achados confirmados manualmente contra o FreeSWITCH real antes de codar:
- `agent add`/`tier add` nao sao idempotentes (erro em duplicata) — sync
  ignora esse erro (.catch), condicao esperada em resync.
- `agent del`/`tier del` em algo inexistente nao da erro — seguro chamar
  sem checar existencia antes.
- `agent set status` so aceita 3 valores exatos (Available/On Break/
  Logged Out) — testado deliberadamente com valor invalido.
- Corrida real: atribuir tier antes do primeiro login do agente falha
  silenciosamente do lado do FreeSWITCH (agente so existe la a partir do
  `agent add` no login). Login sempre re-sincroniza todos os tiers do
  agente depois de garantir que ele existe — auto-correcao confirmada no
  teste ponta a ponta.

apps/api: AgentsController (CRUD), AgentsMeController (login/logout/
pause/resume — sempre resolve o agente via JWT, nunca um agentId
arbitrario do client), PauseReasonsController (CRUD), QueueAgentsController
(POST/DELETE de tier em /queues/:id/agents).

Verificado ponta a ponta via curl + fs_cli contra o FreeSWITCH real:
login -> Available, pause -> On Break, resume -> Available, logout ->
Logged Out, todos batendo entre Agent.state (banco) e `agent list`
(FreeSWITCH). typecheck do workspace inteiro limpo. ~350MB de memoria
total (docker stats).

Documentado em docs/AGENTS.md, incluindo lacuna conhecida: estados
derivados de chamada (RINGING/IN_CALL/WRAP_UP/RESERVED) dependem do
evento CUSTOM callcenter::info, ainda nao comprovado chegando em
fs-events nesta sessao (mesma lacuna de sofia::gateway_state ja
documentada em docs/TRUNKS.md) — precisa de uma chamada real passando
pela fila pra investigar.

Co-Authored-By: Claude Sonnet 5 <noreply@anthropic.com>
Claude-Session: https://claude.ai/code/session_01X1HxY46WGU4G1zmVDNKcWw

TODO.md

@@ -200,7 +200,41 @@
 - [ ] Monitoramento em tempo real (secao 54) — depende de WebSocket
 - [ ] Quota de filas — depende de Plans/Entitlements
 
-## PHASE 12+ — ver `agente.md` seções 45 em diante (Agentes, Tiers, Pausas,
+## PHASE 12 — Agentes, Tiers, Pausas (agente.md secao 45-49, 52)
+- [x] `agents`/`tiers`/`agent_sessions`/`agent_state_events`/
+      `pause_reasons`/`agent_pause_events` (tenant-scoped, RLS) — separa
+      User/Agent/Extension (secao 45)
+- [x] Corrigidos bugs reais em `FreeSwitchTelephonyProvider` (nunca
+      testados antes): `addAgentToQueue`/`removeAgentFromQueue` usavam
+      "queue add/del member", que **não existe** — comando certo é
+      `tier add`/`tier del`. Adicionados `addAgent`/`removeAgent`
+      (`agent add`/`agent del`), que faltavam por completo.
+- [x] Confirmado manualmente antes de codar: `agent add`/`tier add`
+      duplicado dá erro ("already exist", capturado e ignorado no sync);
+      `agent del`/`tier del` em algo inexistente não dá erro; `agent set
+      status` só aceita `Available`/`On Break`/`Logged Out`
+- [x] Sync 100% dinâmico via ESL (sem arquivo, diferente de Trunks/Queues):
+      `b2bcall:agents:sync`/`b2bcall:tiers:sync` (Redis pub/sub com payload
+      por ação, não um resync geral)
+- [x] `apps/api`: `/agents` (CRUD provisionamento), `/agents/me/login|
+      logout|pause|resume` (sempre sobre o agente do usuário autenticado,
+      nunca um id arbitrário do client), `/pause-reasons`,
+      `/queues/:id/agents` (tier assignment)
+- [x] Achado de corrida real, visto no teste ponta a ponta: atribuir tier
+      antes do primeiro login falha (agente ainda não existe no
+      FreeSWITCH) — login sempre re-sincroniza todos os tiers do agente,
+      autocorrigindo. Confirmado acontecendo exatamente assim no teste.
+- [x] Testado ponta a ponta os 4 estados: login→Available, pause→On Break,
+      resume→Available, logout→Logged Out — todos confirmados batendo
+      entre `Agent.state` (banco) e `callcenter_config agent list`
+      (FreeSWITCH)
+- [ ] Estados derivados de chamada (RINGING/IN_CALL/WRAP_UP/RESERVED) —
+      dependem de `callcenter::info` (CUSTOM event), ainda não provado
+      funcionando (mesma lacuna do `sofia::gateway_state`, ver docs/TRUNKS.md)
+- [ ] `PauseReason.maxDuration` não é aplicado automaticamente
+- [ ] Quota de agentes — depende de Plans/Entitlements
+
+## PHASE 13+ — ver `agente.md` seções 54 em diante (Monitoramento em tempo real,
 Predictive Dialer, Recordings, AI, Billing, Frontend, Reports, Security, Tests)
 
 ---

apps/api/src/agents/agent-sync.helper.ts

@@ -0,0 +1,26 @@
+import { getRedisClient } from "../common/redis";
+
+const AGENTS_SYNC_CHANNEL = "b2bcall:agents:sync";
+const TIERS_SYNC_CHANNEL = "b2bcall:tiers:sync";
+
+export async function notifyAgentChanged(
+  tenantId: string,
+  agentId: string,
+  action: "upsert" | "delete" = "upsert",
+): Promise<void> {
+  await getRedisClient().publish(AGENTS_SYNC_CHANNEL, JSON.stringify({ tenantId, agentId, action }));
+}
+
+export async function notifyTierChanged(
+  tenantId: string,
+  queueId: string,
+  agentId: string,
+  action: "upsert" | "delete",
+  level?: number,
+  position?: number,
+): Promise<void> {
+  await getRedisClient().publish(
+    TIERS_SYNC_CHANNEL,
+    JSON.stringify({ tenantId, queueId, agentId, action, level, position }),
+  );
+}

apps/api/src/agents/agents-me.controller.ts

@@ -0,0 +1,173 @@
+import {
+  BadRequestException,
+  Body,
+  Controller,
+  ForbiddenException,
+  NotFoundException,
+  Post,
+  UseGuards,
+} from "@nestjs/common";
+import { getPrismaClient, withTenantContext, type Prisma } from "@b2bcall/database";
+import { recordAuditEvent, type AccessTokenClaims } from "@b2bcall/auth";
+import { JwtAuthGuard } from "../common/guards/jwt-auth.guard";
+import { CurrentUser } from "../common/decorators/current-user.decorator";
+import { PauseDto } from "./dto/pause.dto";
+import { notifyAgentChanged, notifyTierChanged } from "./agent-sync.helper";
+
+async function findMyAgent(tx: Prisma.TransactionClient, tenantId: string, userId: string) {
+  const agent = await tx.agent.findFirst({
+    where: { tenantId, userId, deletedAt: null },
+    include: { extension: true, tiers: true },
+  });
+  if (!agent) {
+    throw new NotFoundException("Nenhum agente vinculado a este usuario neste tenant");
+  }
+  return agent;
+}
+
+/**
+ * "Tela do Agente" (agente.md secao 49): DISPONÍVEL / PAUSA / FINALIZAR
+ * PAUSA / LOGOUT. Opera sempre sobre o agente do PRÓPRIO usuário
+ * autenticado — nunca aceita um agentId arbitrário do client (mesmo
+ * principio de nunca confiar em tenant_id do frontend, secao 31).
+ */
+@UseGuards(JwtAuthGuard)
+@Controller("agents/me")
+export class AgentsMeController {
+  /** Fluxo de login (agente.md secao 47): valida usuário (JWT) e ramal,
+   * cria sessão, configura contact/tiers no FreeSWITCH, fica AVAILABLE. */
+  @Post("login")
+  async login(@CurrentUser() user: AccessTokenClaims) {
+    const prisma = getPrismaClient();
+    const tenantId = user.tenantId!;
+
+    const agent = await withTenantContext(prisma, tenantId, (tx) => findMyAgent(tx, tenantId, user.sub));
+    if (!agent.extension) {
+      throw new BadRequestException("Agente sem ramal configurado — nao e' possivel logar");
+    }
+    if (!agent.enabled) {
+      throw new ForbiddenException("Agente desabilitado");
+    }
+
+    await withTenantContext(prisma, tenantId, async (tx) => {
+      await tx.agentSession.create({ data: { tenantId, agentId: agent.id } });
+      await tx.agentStateEvent.createMany({
+        data: [
+          { tenantId, agentId: agent.id, state: "LOGGED_IN" },
+          { tenantId, agentId: agent.id, state: "AVAILABLE" },
+        ],
+      });
+      await tx.agent.update({
+        where: { id: agent.id },
+        data: { state: "AVAILABLE", stateUpdatedAt: new Date() },
+      });
+    });
+
+    await recordAuditEvent(prisma, { action: "AGENT_LOGIN", tenantId, userId: user.sub, entityType: "agent", entityId: agent.id });
+
+    await notifyAgentChanged(tenantId, agent.id, "upsert");
+    for (const tier of agent.tiers) {
+      await notifyTierChanged(tenantId, tier.queueId, agent.id, "upsert", tier.level, tier.position);
+    }
+
+    return { state: "AVAILABLE" };
+  }
+
+  @Post("logout")
+  async logout(@CurrentUser() user: AccessTokenClaims) {
+    const prisma = getPrismaClient();
+    const tenantId = user.tenantId!;
+
+    const agent = await withTenantContext(prisma, tenantId, (tx) => findMyAgent(tx, tenantId, user.sub));
+
+    await withTenantContext(prisma, tenantId, async (tx) => {
+      await tx.agentSession.updateMany({
+        where: { tenantId, agentId: agent.id, endedAt: null },
+        data: { endedAt: new Date() },
+      });
+      await tx.agentPauseEvent.updateMany({
+        where: { tenantId, agentId: agent.id, endedAt: null },
+        data: { endedAt: new Date() },
+      });
+      await tx.agentStateEvent.create({ data: { tenantId, agentId: agent.id, state: "OFFLINE" } });
+      await tx.agent.update({
+        where: { id: agent.id },
+        data: { state: "OFFLINE", stateUpdatedAt: new Date() },
+      });
+    });
+
+    await recordAuditEvent(prisma, { action: "AGENT_LOGOUT", tenantId, userId: user.sub, entityType: "agent", entityId: agent.id });
+
+    await notifyAgentChanged(tenantId, agent.id, "upsert");
+
+    return { state: "OFFLINE" };
+  }
+
+  @Post("pause")
+  async pause(@CurrentUser() user: AccessTokenClaims, @Body() dto: PauseDto) {
+    const prisma = getPrismaClient();
+    const tenantId = user.tenantId!;
+
+    const agent = await withTenantContext(prisma, tenantId, (tx) => findMyAgent(tx, tenantId, user.sub));
+    if (agent.state === "OFFLINE") {
+      throw new BadRequestException("Agente precisa estar logado pra entrar em pausa");
+    }
+
+    const pauseReason = await withTenantContext(prisma, tenantId, (tx) =>
+      tx.pauseReason.findFirst({ where: { id: dto.pauseReasonId, tenantId, enabled: true } }),
+    );
+    if (!pauseReason) {
+      throw new NotFoundException("Motivo de pausa nao encontrado");
+    }
+
+    await withTenantContext(prisma, tenantId, async (tx) => {
+      await tx.agentPauseEvent.create({
+        data: { tenantId, agentId: agent.id, pauseReasonId: pauseReason.id },
+      });
+      await tx.agentStateEvent.create({ data: { tenantId, agentId: agent.id, state: "PAUSED" } });
+      await tx.agent.update({
+        where: { id: agent.id },
+        data: { state: "PAUSED", stateUpdatedAt: new Date() },
+      });
+    });
+
+    await recordAuditEvent(prisma, {
+      action: "AGENT_PAUSE",
+      tenantId,
+      userId: user.sub,
+      entityType: "agent",
+      entityId: agent.id,
+      after: { pauseReason: pauseReason.name },
+    });
+
+    await notifyAgentChanged(tenantId, agent.id, "upsert");
+
+    return { state: "PAUSED" };
+  }
+
+  @Post("resume")
+  async resume(@CurrentUser() user: AccessTokenClaims) {
+    const prisma = getPrismaClient();
+    const tenantId = user.tenantId!;
+
+    const agent = await withTenantContext(prisma, tenantId, (tx) => findMyAgent(tx, tenantId, user.sub));
+
+    await withTenantContext(prisma, tenantId, async (tx) => {
+      await tx.agentPauseEvent.updateMany({
+        where: { tenantId, agentId: agent.id, endedAt: null },
+        data: { endedAt: new Date() },
+      });
+      await tx.agentStateEvent.create({ data: { tenantId, agentId: agent.id, state: "AVAILABLE" } });
+      await tx.agent.update({
+        where: { id: agent.id },
+        data: { state: "AVAILABLE", stateUpdatedAt: new Date() },
+      });
+    });
+
+    await recordAuditEvent(prisma, { action: "AGENT_RESUME", tenantId, userId: user.sub, entityType: "agent", entityId: agent.id });
+
+    await notifyAgentChanged(tenantId, agent.id, "upsert");
+
+    return { state: "AVAILABLE" };
+  }
+}

apps/api/src/agents/agents.controller.ts

@@ -0,0 +1,109 @@
+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 { CreateAgentDto } from "./dto/create-agent.dto";
+import { notifyAgentChanged } from "./agent-sync.helper";
+
+@UseGuards(JwtAuthGuard, PermissionGuard)
+@Controller("agents")
+export class AgentsController {
+  /** Provisionamento: liga um usuário (login) a uma identidade de agente e,
+   * opcionalmente, a um ramal (agente.md secao 45). */
+  @RequirePermission("agents.manage")
+  @Post()
+  async create(@CurrentUser() user: AccessTokenClaims, @Body() dto: CreateAgentDto) {
+    const prisma = getPrismaClient();
+    const tenantId = user.tenantId!;
+
+    const agent = await withTenantContext(prisma, tenantId, (tx) =>
+      tx.agent.create({
+        data: {
+          tenantId,
+          userId: dto.userId,
+          extensionId: dto.extensionId,
+          name: dto.name,
+          maxNoAnswer: dto.maxNoAnswer ?? 3,
+          wrapUpTime: dto.wrapUpTime ?? 10,
+        },
+      }),
+    );
+
+    await recordAuditEvent(prisma, {
+      action: "AGENT_CREATE",
+      tenantId,
+      userId: user.sub,
+      entityType: "agent",
+      entityId: agent.id,
+      after: { name: agent.name, userId: agent.userId },
+    });
+
+    return agent;
+  }
+
+  @RequirePermission("agents.view")
+  @Get()
+  async list(@CurrentUser() user: AccessTokenClaims) {
+    const prisma = getPrismaClient();
+    const tenantId = user.tenantId!;
+    return withTenantContext(prisma, tenantId, (tx) =>
+      tx.agent.findMany({ where: { deletedAt: null }, orderBy: { name: "asc" } }),
+    );
+  }
+
+  @RequirePermission("agents.view")
+  @Get(":id")
+  async get(@CurrentUser() user: AccessTokenClaims, @Param("id") id: string) {
+    const prisma = getPrismaClient();
+    const tenantId = user.tenantId!;
+    const agent = await withTenantContext(prisma, tenantId, (tx) =>
+      tx.agent.findFirst({ where: { id, deletedAt: null } }),
+    );
+    if (!agent) {
+      throw new NotFoundException();
+    }
+    return agent;
+  }
+
+  @RequirePermission("agents.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.agent.updateMany({
+        where: { id, deletedAt: null },
+        data: { deletedAt: new Date(), enabled: false, state: "OFFLINE" },
+      }),
+    );
+    if (result.count === 0) {
+      throw new NotFoundException();
+    }
+
+    await recordAuditEvent(prisma, {
+      action: "AGENT_DELETE",
+      tenantId,
+      userId: user.sub,
+      entityType: "agent",
+      entityId: id,
+    });
+
+    await notifyAgentChanged(tenantId, id, "delete");
+  }
+}

apps/api/src/agents/agents.module.ts

@@ -0,0 +1,8 @@
+import { Module } from "@nestjs/common";
+import { AgentsController } from "./agents.controller";
+import { AgentsMeController } from "./agents-me.controller";
+
+@Module({
+  controllers: [AgentsController, AgentsMeController],
+})
+export class AgentsModule {}

apps/api/src/agents/dto/create-agent.dto.ts

@@ -0,0 +1,26 @@
+import { IsInt, IsOptional, IsString, IsUUID, Max, MaxLength, Min } from "class-validator";
+
+export class CreateAgentDto {
+  @IsUUID()
+  userId!: string;
+
+  @IsOptional()
+  @IsUUID()
+  extensionId?: string;
+
+  @IsString()
+  @MaxLength(120)
+  name!: string;
+
+  @IsOptional()
+  @IsInt()
+  @Min(0)
+  @Max(20)
+  maxNoAnswer?: number;
+
+  @IsOptional()
+  @IsInt()
+  @Min(0)
+  @Max(3600)
+  wrapUpTime?: number;
+}

apps/api/src/agents/dto/pause.dto.ts

@@ -0,0 +1,6 @@
+import { IsUUID } from "class-validator";
+
+export class PauseDto {
+  @IsUUID()
+  pauseReasonId!: string;
+}

apps/api/src/app.module.ts

@@ -5,8 +5,19 @@ import { ExtensionsModule } from "./extensions/extensions.module";
 import { TrunksModule } from "./trunks/trunks.module";
 import { DialplanModule } from "./dialplan/dialplan.module";
 import { QueuesModule } from "./queues/queues.module";
+import { AgentsModule } from "./agents/agents.module";
+import { PauseReasonsModule } from "./pause-reasons/pause-reasons.module";
 
 @Module({
-  imports: [HealthModule, AuthModule, ExtensionsModule, TrunksModule, DialplanModule, QueuesModule],
+  imports: [
+    HealthModule,
+    AuthModule,
+    ExtensionsModule,
+    TrunksModule,
+    DialplanModule,
+    QueuesModule,
+    AgentsModule,
+    PauseReasonsModule,
+  ],
 })
 export class AppModule {}

apps/api/src/pause-reasons/dto/create-pause-reason.dto.ts

@@ -0,0 +1,26 @@
+import { IsBoolean, IsInt, IsOptional, IsString, Max, MaxLength, Min } from "class-validator";
+
+export class CreatePauseReasonDto {
+  @IsString()
+  @MaxLength(80)
+  name!: string;
+
+  @IsString()
+  @MaxLength(40)
+  code!: string;
+
+  @IsOptional()
+  @IsString()
+  @MaxLength(255)
+  description?: string;
+
+  @IsOptional()
+  @IsInt()
+  @Min(0)
+  @Max(86400)
+  maxDuration?: number;
+
+  @IsOptional()
+  @IsBoolean()
+  paid?: boolean;
+}

apps/api/src/pause-reasons/pause-reasons.controller.ts

@@ -0,0 +1,88 @@
+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 { CreatePauseReasonDto } from "./dto/create-pause-reason.dto";
+
+// Sem permission dedicada pra pausas (nao existe na secao 145 do
+// agente.md) — reusa agents.* (pausas sao parte da gestao de agentes),
+// mesmo criterio usado em Dialplan pra freeswitch.*.
+@UseGuards(JwtAuthGuard, PermissionGuard)
+@Controller("pause-reasons")
+export class PauseReasonsController {
+  @RequirePermission("agents.manage")
+  @Post()
+  async create(@CurrentUser() user: AccessTokenClaims, @Body() dto: CreatePauseReasonDto) {
+    const prisma = getPrismaClient();
+    const tenantId = user.tenantId!;
+
+    const reason = await withTenantContext(prisma, tenantId, (tx) =>
+      tx.pauseReason.create({
+        data: {
+          tenantId,
+          name: dto.name,
+          code: dto.code,
+          description: dto.description,
+          maxDuration: dto.maxDuration,
+          paid: dto.paid ?? false,
+        },
+      }),
+    );
+
+    await recordAuditEvent(prisma, {
+      action: "PAUSE_REASON_CREATE",
+      tenantId,
+      userId: user.sub,
+      entityType: "pause_reason",
+      entityId: reason.id,
+      after: { name: reason.name, code: reason.code },
+    });
+
+    return reason;
+  }
+
+  @RequirePermission("agents.view")
+  @Get()
+  async list(@CurrentUser() user: AccessTokenClaims) {
+    const prisma = getPrismaClient();
+    const tenantId = user.tenantId!;
+    return withTenantContext(prisma, tenantId, (tx) => tx.pauseReason.findMany({ orderBy: { name: "asc" } }));
+  }
+
+  @RequirePermission("agents.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.pauseReason.updateMany({ where: { id, tenantId }, data: { enabled: false } }),
+    );
+    if (result.count === 0) {
+      throw new NotFoundException();
+    }
+
+    await recordAuditEvent(prisma, {
+      action: "PAUSE_REASON_DELETE",
+      tenantId,
+      userId: user.sub,
+      entityType: "pause_reason",
+      entityId: id,
+    });
+  }
+}

apps/api/src/pause-reasons/pause-reasons.module.ts

@@ -0,0 +1,7 @@
+import { Module } from "@nestjs/common";
+import { PauseReasonsController } from "./pause-reasons.controller";
+
+@Module({
+  controllers: [PauseReasonsController],
+})
+export class PauseReasonsModule {}

apps/api/src/queues/dto/add-queue-agent.dto.ts

@@ -0,0 +1,18 @@
+import { IsInt, IsOptional, IsUUID, Max, Min } from "class-validator";
+
+export class AddQueueAgentDto {
+  @IsUUID()
+  agentId!: string;
+
+  @IsOptional()
+  @IsInt()
+  @Min(1)
+  @Max(100)
+  level?: number;
+
+  @IsOptional()
+  @IsInt()
+  @Min(1)
+  @Max(100)
+  position?: number;
+}

apps/api/src/queues/queue-agents.controller.ts

@@ -0,0 +1,97 @@
+import {
+  Body,
+  Controller,
+  Delete,
+  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 { AddQueueAgentDto } from "./dto/add-queue-agent.dto";
+import { notifyTierChanged } from "../agents/agent-sync.helper";
+
+@UseGuards(JwtAuthGuard, PermissionGuard)
+@Controller("queues/:queueId/agents")
+export class QueueAgentsController {
+  @RequirePermission("queues.manage")
+  @Post()
+  async add(
+    @CurrentUser() user: AccessTokenClaims,
+    @Param("queueId") queueId: string,
+    @Body() dto: AddQueueAgentDto,
+  ) {
+    const prisma = getPrismaClient();
+    const tenantId = user.tenantId!;
+
+    const [queue, agent] = await withTenantContext(prisma, tenantId, (tx) =>
+      Promise.all([
+        tx.queue.findFirst({ where: { id: queueId, tenantId, deletedAt: null } }),
+        tx.agent.findFirst({ where: { id: dto.agentId, tenantId, deletedAt: null } }),
+      ]),
+    );
+    if (!queue || !agent) {
+      throw new NotFoundException("Fila ou agente nao encontrado");
+    }
+
+    const level = dto.level ?? 1;
+    const position = dto.position ?? 1;
+
+    const tier = await withTenantContext(prisma, tenantId, (tx) =>
+      tx.tier.upsert({
+        where: { queueId_agentId: { queueId, agentId: dto.agentId } },
+        update: { level, position },
+        create: { tenantId, queueId, agentId: dto.agentId, level, position },
+      }),
+    );
+
+    await recordAuditEvent(prisma, {
+      action: "TIER_ADD",
+      tenantId,
+      userId: user.sub,
+      entityType: "tier",
+      entityId: tier.id,
+      after: { queueId, agentId: dto.agentId, level, position },
+    });
+
+    await notifyTierChanged(tenantId, queueId, dto.agentId, "upsert", level, position);
+
+    return tier;
+  }
+
+  @RequirePermission("queues.manage")
+  @Delete(":agentId")
+  @HttpCode(HttpStatus.NO_CONTENT)
+  async remove(
+    @CurrentUser() user: AccessTokenClaims,
+    @Param("queueId") queueId: string,
+    @Param("agentId") agentId: string,
+  ) {
+    const prisma = getPrismaClient();
+    const tenantId = user.tenantId!;
+
+    const result = await withTenantContext(prisma, tenantId, (tx) =>
+      tx.tier.deleteMany({ where: { tenantId, queueId, agentId } }),
+    );
+    if (result.count === 0) {
+      throw new NotFoundException();
+    }
+
+    await recordAuditEvent(prisma, {
+      action: "TIER_REMOVE",
+      tenantId,
+      userId: user.sub,
+      entityType: "tier",
+      entityId: `${queueId}:${agentId}`,
+    });
+
+    await notifyTierChanged(tenantId, queueId, agentId, "delete");
+  }
+}

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

@@ -1,7 +1,8 @@
 import { Module } from "@nestjs/common";
 import { QueuesController } from "./queues.controller";
+import { QueueAgentsController } from "./queue-agents.controller";
 
 @Module({
-  controllers: [QueuesController],
+  controllers: [QueuesController, QueueAgentsController],
 })
 export class QueuesModule {}

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

@@ -0,0 +1,135 @@
+import { getPrismaClient, withTenantContext, type AgentState } from "@b2bcall/database";
+import { FreeSwitchTelephonyProvider } from "@b2bcall/telephony";
+import { createLogger } from "@b2bcall/shared";
+
+const logger = createLogger("b2bcall-fs-config");
+
+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;
+}
+
+// Mapeamento pro par status/state real do mod_callcenter (confirmado
+// manualmente: só "Available"/"On Break"/"Logged Out" são aceitos —
+// qualquer outro valor dá "-ERR Invalid Agent Status!"). Os estados
+// derivados de chamada (RINGING/IN_CALL/WRAP_UP/RESERVED) não têm status
+// próprio no mod_callcenter — ficam em "Available" com o `state` (não
+// `status`) mudando sozinho conforme a chamada progride; não escrevemos
+// esses na FreeSWITCH, só refletimos o que ela reportar (ver docs/AGENTS.md).
+const STATUS_MAP: Partial<Record<AgentState, string>> = {
+  AVAILABLE: "Available",
+  LOGGED_IN: "Available",
+  RESERVED: "Available",
+  RINGING: "Available",
+  IN_CALL: "Available",
+  WRAP_UP: "Available",
+  PAUSED: "On Break",
+  OFFLINE: "Logged Out",
+};
+
+export interface AgentSyncMessage {
+  tenantId: string;
+  agentId: string;
+  action: "upsert" | "delete";
+}
+
+export interface TierSyncMessage {
+  tenantId: string;
+  queueId: string;
+  agentId: string;
+  level?: number;
+  position?: number;
+  action: "upsert" | "delete";
+}
+
+/**
+ * Agentes são 100% dinâmicos no mod_callcenter (sem arquivo, ao contrário
+ * de filas/troncos) — `agent add` só roda uma vez (erro "already exist" se
+ * repetido, capturado e ignorado); status/contact podem ser reenviados sem
+ * problema (agente.md secao 45-47).
+ */
+export async function syncAgent(msg: AgentSyncMessage): Promise<void> {
+  const providerInstance = getProvider();
+  const connected = await providerInstance.waitUntilConnected(5000);
+  if (!connected) {
+    logger.warn("ESL nao conectado, sync de agente adiado", { agentId: msg.agentId });
+    return;
+  }
+
+  const prisma = getPrismaClient();
+  const tenant = await prisma.tenant.findUnique({ where: { id: msg.tenantId } });
+  if (!tenant?.telephonyDomain) return;
+
+  const agentName = `${msg.agentId}@${tenant.telephonyDomain}`;
+
+  if (msg.action === "delete") {
+    await providerInstance.removeAgent(agentName).catch(() => undefined);
+    logger.info("agente removido do FreeSWITCH", { agentName });
+    return;
+  }
+
+  const agent = await withTenantContext(prisma, msg.tenantId, (tx) =>
+    tx.agent.findFirst({
+      where: { id: msg.agentId, tenantId: msg.tenantId, deletedAt: null },
+      include: { extension: true },
+    }),
+  );
+  if (!agent || !agent.enabled) {
+    await providerInstance.removeAgent(agentName).catch(() => undefined);
+    return;
+  }
+
+  await providerInstance.addAgent(agentName).catch(() => undefined); // "already exist" e' esperado/ok
+
+  if (agent.extension) {
+    const contact = `{ignore_early_media=true}user/${agent.extension.number}@${agent.extension.domain}`;
+    await providerInstance.setAgentContact(agentName, contact);
+  }
+
+  const status = STATUS_MAP[agent.state] ?? "Logged Out";
+  await providerInstance.setAgentStatus(agentName, status);
+
+  logger.info("agente sincronizado", { agentName, status });
+}
+
+export async function syncTier(msg: TierSyncMessage): Promise<void> {
+  const providerInstance = getProvider();
+  const connected = await providerInstance.waitUntilConnected(5000);
+  if (!connected) {
+    logger.warn("ESL nao conectado, sync de tier adiado", { agentId: msg.agentId, queueId: msg.queueId });
+    return;
+  }
+
+  const prisma = getPrismaClient();
+  const tenant = await prisma.tenant.findUnique({ where: { id: msg.tenantId } });
+  if (!tenant?.telephonyDomain) return;
+
+  const agentName = `${msg.agentId}@${tenant.telephonyDomain}`;
+  const queueName = `${msg.queueId}@${tenant.telephonyDomain}`;
+
+  if (msg.action === "delete") {
+    await providerInstance.removeAgentFromQueue(queueName, agentName).catch(() => undefined);
+    logger.info("tier removido", { queueName, agentName });
+    return;
+  }
+
+  await providerInstance
+    .addAgentToQueue(queueName, agentName, msg.level ?? 1, msg.position ?? 1)
+    .catch(() => undefined); // "already exist" e' esperado/ok
+
+  logger.info("tier sincronizado", { queueName, agentName });
+}

apps/freeswitch-config/src/main.ts

@@ -8,10 +8,13 @@ import { buildDirectoryUserXml, NOT_FOUND_XML } from "@b2bcall/telephony";
 import { createLogger } from "@b2bcall/shared";
 import { syncTrunks } from "./trunk-sync";
 import { syncQueues } from "./queue-sync";
+import { syncAgent, syncTier, type AgentSyncMessage, type TierSyncMessage } from "./agent-sync";
 
 const logger = createLogger("b2bcall-fs-config");
 
 const TRUNKS_SYNC_CHANNEL = "b2bcall:trunks:sync";
+const AGENTS_SYNC_CHANNEL = "b2bcall:agents:sync";
+const TIERS_SYNC_CHANNEL = "b2bcall:tiers:sync";
 const QUEUES_SYNC_CHANNEL = "b2bcall:queues:sync";
 
 function requireEnv(name: string): string {
@@ -174,12 +177,26 @@ 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, QUEUES_SYNC_CHANNEL);
+  await subscriber.subscribe(TRUNKS_SYNC_CHANNEL, QUEUES_SYNC_CHANNEL, AGENTS_SYNC_CHANNEL, TIERS_SYNC_CHANNEL);
-  subscriber.on("message", (channel, _msg) => {
+  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) }));
+    } else if (channel === AGENTS_SYNC_CHANNEL) {
+      try {
+        const parsed = JSON.parse(msg) as AgentSyncMessage;
+        syncAgent(parsed).catch((err) => logger.error("falha ao sincronizar agente", { error: String(err) }));
+      } catch (err) {
+        logger.error("mensagem invalida no canal de agentes", { error: String(err) });
+      }
+    } else if (channel === TIERS_SYNC_CHANNEL) {
+      try {
+        const parsed = JSON.parse(msg) as TierSyncMessage;
+        syncTier(parsed).catch((err) => logger.error("falha ao sincronizar tier", { error: String(err) }));
+      } catch (err) {
+        logger.error("mensagem invalida no canal de tiers", { error: String(err) });
+      }
     }
   });
 

docs/AGENTS.md

@@ -0,0 +1,109 @@
+# Agentes, Tiers e Pausas
+
+Agente.md secao 45-49 e 52. Completa o Call Center: depois desta fase, um
+usuário autenticado consegue logar como agente, entrar numa fila real, se
+pausar e voltar — tudo refletido de verdade no FreeSWITCH.
+
+## Modelo
+
+- `agents` (tenant-scoped, RLS): liga `User` (login) → `Extension` (ramal
+  SIP) → identidade de agente (`User`/`Agent`/`Extension` separados,
+  agente.md secao 45). `state` espelha o estado real (secao 46), nunca
+  escrito direto pela API — só via login/logout/pause/resume.
+- `tiers`: Queue↔Agent (secao 52) — level/position espelham 1:1 o
+  mod_callcenter.
+- `agent_sessions`: uma linha por ciclo login→logout.
+- `agent_state_events`: histórico de transições de estado (auditoria).
+- `pause_reasons`/`agent_pause_events` (secao 48).
+
+## Mecanismo: 100% dinâmico, sem arquivo
+
+Confirmado na fase anterior (Queues) via `help callcenter_config`: agentes e
+tiers não têm representação em XML — só comandos ESL diretos
+(`agent add/del/set status/set contact`, `tier add/del`). Isso muda o padrão
+de sincronização: em vez de "regenerar todos os arquivos" (Trunks/Queues),
+`apps/api` publica uma mensagem **por ação, com payload** (`{tenantId,
+agentId, action}` em `b2bcall:agents:sync`; `{tenantId, queueId, agentId,
+level, position, action}` em `b2bcall:tiers:sync`) — `b2bcall-fs-config`
+recebe e aplica o comando correspondente.
+
+## Achados reais confirmados manualmente antes de codar
+
+Rodei cada comando contra o FreeSWITCH real antes de escrever qualquer
+lógica de sync (mesmo método usado nas fases anteriores):
+
+- `agent add` em cima de um agente que já existe: **erro**
+  ("Agent already exist!") — não é idempotente. `tier add` duplicado: mesmo
+  erro ("Tier already exist!"). Ambos capturados e ignorados no sync
+  (`.catch(() => undefined)`), já que essa condição é esperada em qualquer
+  resync.
+- `tier del`/`agent del` em algo que não existe: **não dá erro** (+OK) —
+  seguro chamar sem checar existência antes.
+- `agent set status` só aceita 3 valores exatos: `Available`, `On Break`,
+  `Logged Out` — qualquer outro string dá `-ERR Invalid Agent Status!`
+  (testado deliberadamente). Os estados derivados de chamada do nosso enum
+  (RESERVED/RINGING/IN_CALL/WRAP_UP) não têm status próprio no
+  mod_callcenter — mapeiam pra "Available" (só o `state`, campo separado,
+  muda sozinho conforme a chamada progride — não escrevemos isso).
+- **Achado de corrida real**, visto ao testar o fluxo completo: como um
+  agente só passa a existir no FreeSWITCH no login (`agent add` roda ali,
+  não na criação do registro `Agent`), atribuir um tier (`POST
+  /queues/:id/agents`) **antes** do primeiro login do agente falha
+  silenciosamente do lado do FreeSWITCH (`-ERR Agent not found!`, logado
+  mas não propagado como erro HTTP). Por isso o login **sempre
+  re-sincroniza todos os tiers do agente** depois de garantir que ele
+  existe — a auto-correção aconteceu exatamente assim no teste real.
+
+## Fluxo de login (agente.md secao 47)
+
+```
+POST /agents/me/login
+  → valida usuário (JWT) e ramal (Agent.extensionId precisa existir)
+  → cria agent_session
+  → agent add (idempotente via catch) + set contact (dial-string do ramal)
+  → set status Available
+  → re-sincroniza todos os tiers do agente
+  → Agent.state = AVAILABLE
+```
+
+`POST /agents/me/logout|pause|resume` seguem o mesmo padrão — sempre sobre
+o agente do **próprio usuário autenticado** (nunca um `agentId` arbitrário
+do client, mesmo princípio de nunca confiar em tenant_id/ids sensíveis vindo
+do frontend sem checar contra o JWT).
+
+## Verificado ponta a ponta
+
+```
+POST /extensions {"number":"2000",...}
+POST /agents {userId, extensionId, name}
+POST /queues {"name":"Suporte"}
+POST /queues/:queueId/agents {agentId}          → tier add falha (agente ainda nao existe)
+POST /agents/me/login                            → agent add + contact + status Available
+                                                  → tier re-sync (dessa vez funciona)
+
+callcenter_config agent list
+→ status=Available, contact={ignore_early_media=true}user/2000@b2bcall.local ✓
+callcenter_config tier list
+→ queue|agent com state=Ready ✓
+
+POST /agents/me/pause {pauseReasonId}  → status=On Break ✓
+POST /agents/me/resume                 → status=Available ✓
+POST /agents/me/logout                 → status=Logged Out ✓
+```
+
+Todos os 4 estados confirmados batendo entre o banco (`Agent.state`) e o
+FreeSWITCH (`agent list`).
+
+## O que falta
+
+- Estados derivados de chamada (RINGING, IN_CALL, WRAP_UP, RESERVED) —
+  dependem de `callcenter::info` (CUSTOM event), que **ainda não foi
+  provado funcionando** nesta sessão (mesma lacuna de `sofia::gateway_state`
+  documentada em docs/TRUNKS.md). Não implementado; precisa de uma chamada
+  real passando pela fila pra testar.
+- Tela do agente (secao 49) — fase Frontend.
+- Monitoramento de filas/ramais em tempo real (secao 54-55) — depende de
+  WebSocket multi-tenant.
+- Quota de agentes (`max_agents`) — depende de Plans/Entitlements.
+- `PauseReason.maxDuration` existe no modelo mas não é aplicado
+  automaticamente ainda (ninguém força o fim da pausa ao expirar).

docs/QUEUES.md

@@ -72,8 +72,8 @@ DELETE /queues/:id
 
 ## O que falta
 
-- Agentes, Tiers, Pausas (secao 45-49) — fase separada, mecanismo é
+- Agentes, Tiers, Pausas (secao 45-49) — implementados na fase seguinte, ver
-  puramente via comando ESL (`agent add`, `tier add`), sem arquivo.
+  docs/AGENTS.md.
 - Monitoramento em tempo real das filas (secao 54) — depende de WebSocket
   multi-tenant, que ainda não existe.
 - `tier-rule-wait-multiply-level` e `tier-rule-no-agent-no-wait` (vistos no

packages/database/prisma/migrations/20260828124245_agents/migration.sql

@@ -0,0 +1,187 @@
+-- CreateEnum
+CREATE TYPE "agent_state" AS ENUM ('OFFLINE', 'LOGGED_IN', 'AVAILABLE', 'RESERVED', 'RINGING', 'IN_CALL', 'WRAP_UP', 'PAUSED');
+
+-- CreateTable
+CREATE TABLE "agents" (
+    "id" UUID NOT NULL,
+    "tenant_id" UUID NOT NULL,
+    "user_id" UUID NOT NULL,
+    "extension_id" UUID,
+    "name" TEXT NOT NULL,
+    "max_no_answer" INTEGER NOT NULL DEFAULT 3,
+    "wrap_up_time" INTEGER NOT NULL DEFAULT 10,
+    "reject_delay_time" INTEGER NOT NULL DEFAULT 10,
+    "busy_delay_time" INTEGER NOT NULL DEFAULT 60,
+    "no_answer_delay_time" INTEGER NOT NULL DEFAULT 10,
+    "state" "agent_state" NOT NULL DEFAULT 'OFFLINE',
+    "state_updated_at" TIMESTAMP(3),
+    "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 "agents_pkey" PRIMARY KEY ("id")
+);
+
+-- CreateTable
+CREATE TABLE "tiers" (
+    "id" UUID NOT NULL,
+    "tenant_id" UUID NOT NULL,
+    "queue_id" UUID NOT NULL,
+    "agent_id" UUID NOT NULL,
+    "level" INTEGER NOT NULL DEFAULT 1,
+    "position" INTEGER NOT NULL DEFAULT 1,
+    "created_at" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
+
+    CONSTRAINT "tiers_pkey" PRIMARY KEY ("id")
+);
+
+-- CreateTable
+CREATE TABLE "agent_sessions" (
+    "id" UUID NOT NULL,
+    "tenant_id" UUID NOT NULL,
+    "agent_id" UUID NOT NULL,
+    "started_at" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
+    "ended_at" TIMESTAMP(3),
+
+    CONSTRAINT "agent_sessions_pkey" PRIMARY KEY ("id")
+);
+
+-- CreateTable
+CREATE TABLE "agent_state_events" (
+    "id" UUID NOT NULL,
+    "tenant_id" UUID NOT NULL,
+    "agent_id" UUID NOT NULL,
+    "state" "agent_state" NOT NULL,
+    "occurred_at" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
+
+    CONSTRAINT "agent_state_events_pkey" PRIMARY KEY ("id")
+);
+
+-- CreateTable
+CREATE TABLE "pause_reasons" (
+    "id" UUID NOT NULL,
+    "tenant_id" UUID NOT NULL,
+    "name" TEXT NOT NULL,
+    "code" TEXT NOT NULL,
+    "description" TEXT,
+    "max_duration" INTEGER,
+    "paid" 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,
+
+    CONSTRAINT "pause_reasons_pkey" PRIMARY KEY ("id")
+);
+
+-- CreateTable
+CREATE TABLE "agent_pause_events" (
+    "id" UUID NOT NULL,
+    "tenant_id" UUID NOT NULL,
+    "agent_id" UUID NOT NULL,
+    "pause_reason_id" UUID NOT NULL,
+    "started_at" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
+    "ended_at" TIMESTAMP(3),
+
+    CONSTRAINT "agent_pause_events_pkey" PRIMARY KEY ("id")
+);
+
+-- CreateIndex
+CREATE INDEX "agents_tenant_id_idx" ON "agents"("tenant_id");
+
+-- CreateIndex
+CREATE UNIQUE INDEX "agents_tenant_id_user_id_key" ON "agents"("tenant_id", "user_id");
+
+-- CreateIndex
+CREATE INDEX "tiers_tenant_id_idx" ON "tiers"("tenant_id");
+
+-- CreateIndex
+CREATE UNIQUE INDEX "tiers_queue_id_agent_id_key" ON "tiers"("queue_id", "agent_id");
+
+-- CreateIndex
+CREATE INDEX "agent_sessions_tenant_id_agent_id_idx" ON "agent_sessions"("tenant_id", "agent_id");
+
+-- CreateIndex
+CREATE INDEX "agent_state_events_tenant_id_agent_id_occurred_at_idx" ON "agent_state_events"("tenant_id", "agent_id", "occurred_at");
+
+-- CreateIndex
+CREATE INDEX "pause_reasons_tenant_id_idx" ON "pause_reasons"("tenant_id");
+
+-- CreateIndex
+CREATE UNIQUE INDEX "pause_reasons_tenant_id_code_key" ON "pause_reasons"("tenant_id", "code");
+
+-- CreateIndex
+CREATE INDEX "agent_pause_events_tenant_id_agent_id_idx" ON "agent_pause_events"("tenant_id", "agent_id");
+
+-- AddForeignKey
+ALTER TABLE "agents" ADD CONSTRAINT "agents_tenant_id_fkey" FOREIGN KEY ("tenant_id") REFERENCES "tenants"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "agents" ADD CONSTRAINT "agents_user_id_fkey" FOREIGN KEY ("user_id") REFERENCES "users"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "agents" ADD CONSTRAINT "agents_extension_id_fkey" FOREIGN KEY ("extension_id") REFERENCES "extensions"("id") ON DELETE SET NULL ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "tiers" ADD CONSTRAINT "tiers_tenant_id_fkey" FOREIGN KEY ("tenant_id") REFERENCES "tenants"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "tiers" ADD CONSTRAINT "tiers_queue_id_fkey" FOREIGN KEY ("queue_id") REFERENCES "queues"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "tiers" ADD CONSTRAINT "tiers_agent_id_fkey" FOREIGN KEY ("agent_id") REFERENCES "agents"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "agent_sessions" ADD CONSTRAINT "agent_sessions_tenant_id_fkey" FOREIGN KEY ("tenant_id") REFERENCES "tenants"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "agent_sessions" ADD CONSTRAINT "agent_sessions_agent_id_fkey" FOREIGN KEY ("agent_id") REFERENCES "agents"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "agent_state_events" ADD CONSTRAINT "agent_state_events_tenant_id_fkey" FOREIGN KEY ("tenant_id") REFERENCES "tenants"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "agent_state_events" ADD CONSTRAINT "agent_state_events_agent_id_fkey" FOREIGN KEY ("agent_id") REFERENCES "agents"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "pause_reasons" ADD CONSTRAINT "pause_reasons_tenant_id_fkey" FOREIGN KEY ("tenant_id") REFERENCES "tenants"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "agent_pause_events" ADD CONSTRAINT "agent_pause_events_tenant_id_fkey" FOREIGN KEY ("tenant_id") REFERENCES "tenants"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "agent_pause_events" ADD CONSTRAINT "agent_pause_events_agent_id_fkey" FOREIGN KEY ("agent_id") REFERENCES "agents"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "agent_pause_events" ADD CONSTRAINT "agent_pause_events_pause_reason_id_fkey" FOREIGN KEY ("pause_reason_id") REFERENCES "pause_reasons"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
+
+-- Tabelas de negocio tenant-scoped: RLS obrigatorio em todas (ver docs/TENANT_ISOLATION.md).
+ALTER TABLE "agents" ENABLE ROW LEVEL SECURITY;
+ALTER TABLE "agents" FORCE ROW LEVEL SECURITY;
+CREATE POLICY "tenant_isolation" ON "agents"
+  USING (tenant_id = NULLIF(current_setting('app.current_tenant_id', true), '')::uuid);
+
+ALTER TABLE "tiers" ENABLE ROW LEVEL SECURITY;
+ALTER TABLE "tiers" FORCE ROW LEVEL SECURITY;
+CREATE POLICY "tenant_isolation" ON "tiers"
+  USING (tenant_id = NULLIF(current_setting('app.current_tenant_id', true), '')::uuid);
+
+ALTER TABLE "agent_sessions" ENABLE ROW LEVEL SECURITY;
+ALTER TABLE "agent_sessions" FORCE ROW LEVEL SECURITY;
+CREATE POLICY "tenant_isolation" ON "agent_sessions"
+  USING (tenant_id = NULLIF(current_setting('app.current_tenant_id', true), '')::uuid);
+
+ALTER TABLE "agent_state_events" ENABLE ROW LEVEL SECURITY;
+ALTER TABLE "agent_state_events" FORCE ROW LEVEL SECURITY;
+CREATE POLICY "tenant_isolation" ON "agent_state_events"
+  USING (tenant_id = NULLIF(current_setting('app.current_tenant_id', true), '')::uuid);
+
+ALTER TABLE "pause_reasons" ENABLE ROW LEVEL SECURITY;
+ALTER TABLE "pause_reasons" FORCE ROW LEVEL SECURITY;
+CREATE POLICY "tenant_isolation" ON "pause_reasons"
+  USING (tenant_id = NULLIF(current_setting('app.current_tenant_id', true), '')::uuid);
+
+ALTER TABLE "agent_pause_events" ENABLE ROW LEVEL SECURITY;
+ALTER TABLE "agent_pause_events" FORCE ROW LEVEL SECURITY;
+CREATE POLICY "tenant_isolation" ON "agent_pause_events"
+  USING (tenant_id = NULLIF(current_setting('app.current_tenant_id', true), '')::uuid);

packages/database/prisma/schema.prisma

@@ -17,28 +17,34 @@ enum TenantStatus {
 }
 
 model Tenant {
-  id               String       @id @default(uuid()) @db.Uuid
+  id              String       @id @default(uuid()) @db.Uuid
-  code             String       @unique
+  code            String       @unique
-  slug             String       @unique
+  slug            String       @unique
-  legalName        String       @map("legal_name")
+  legalName       String       @map("legal_name")
-  tradeName        String?      @map("trade_name")
+  tradeName       String?      @map("trade_name")
-  taxId            String?      @map("tax_id")
+  taxId           String?      @map("tax_id")
-  status           TenantStatus @default(TRIAL)
+  status          TenantStatus @default(TRIAL)
-  timezone         String       @default("America/Sao_Paulo")
+  timezone        String       @default("America/Sao_Paulo")
-  locale           String       @default("pt-BR")
+  locale          String       @default("pt-BR")
-  billingCurrency  String       @map("billing_currency") @default("BRL")
+  billingCurrency String       @default("BRL") @map("billing_currency")
-  telephonyDomain  String?      @map("telephony_domain")
+  telephonyDomain String?      @map("telephony_domain")
-  createdAt        DateTime     @default(now()) @map("created_at")
+  createdAt       DateTime     @default(now()) @map("created_at")
-  updatedAt        DateTime     @updatedAt @map("updated_at")
+  updatedAt       DateTime     @updatedAt @map("updated_at")
-  deletedAt        DateTime?    @map("deleted_at")
+  deletedAt       DateTime?    @map("deleted_at")
 
-  memberships      TenantMembership[]
+  memberships        TenantMembership[]
-  userRoles        UserRole[]
+  userRoles          UserRole[]
-  extensions       Extension[]
+  extensions         Extension[]
-  trunks           Trunk[]
+  trunks             Trunk[]
   dialplanExtensions DialplanExtension[]
   dialplanVersions   DialplanVersion[]
   queues             Queue[]
+  agents             Agent[]
+  pauseReasons       PauseReason[]
+  tiers              Tier[]
+  agentSessions      AgentSession[]
+  agentStateEvents   AgentStateEvent[]
+  agentPauseEvents   AgentPauseEvent[]
 
   @@map("tenants")
 }
@@ -53,19 +59,20 @@ enum UserStatus {
 // Identidade global do usuário. NUNCA carrega tenant_id diretamente — o tenant
 // é sempre resolvido via TenantMembership (agente.md secao 31).
 model User {
-  id                String    @id @default(uuid()) @db.Uuid
+  id                 String     @id @default(uuid()) @db.Uuid
-  email             String    @unique
+  email              String     @unique
-  passwordHash      String    @map("password_hash")
+  passwordHash       String     @map("password_hash")
-  name              String
+  name               String
-  status            UserStatus @default(ACTIVE)
+  status             UserStatus @default(ACTIVE)
-  mustChangePassword Boolean  @default(false) @map("must_change_password")
+  mustChangePassword Boolean    @default(false) @map("must_change_password")
-  createdAt         DateTime  @default(now()) @map("created_at")
+  createdAt          DateTime   @default(now()) @map("created_at")
-  updatedAt         DateTime  @updatedAt @map("updated_at")
+  updatedAt          DateTime   @updatedAt @map("updated_at")
-  deletedAt         DateTime? @map("deleted_at")
+  deletedAt          DateTime?  @map("deleted_at")
 
-  memberships  TenantMembership[]
+  memberships TenantMembership[]
-  userRoles    UserRole[]
+  userRoles   UserRole[]
-  sessions     Session[]
+  sessions    Session[]
+  agents      Agent[]
 
   @@map("users")
 }
@@ -179,8 +186,8 @@ model TenantMembership {
   userId    String   @map("user_id") @db.Uuid
   createdAt DateTime @default(now()) @map("created_at")
 
-  tenant    Tenant   @relation(fields: [tenantId], references: [id])
+  tenant Tenant @relation(fields: [tenantId], references: [id])
-  user      User     @relation(fields: [userId], references: [id])
+  user   User   @relation(fields: [userId], references: [id])
 
   @@unique([tenantId, userId])
   @@index([tenantId])
@@ -191,31 +198,32 @@ model TenantMembership {
 // guarda a senha SIP cifrada (AES-256-GCM, ver packages/shared/src/crypto.ts)
 // — nunca texto puro (agente.md secao 178).
 model Extension {
-  id               String   @id @default(uuid()) @db.Uuid
+  id       String @id @default(uuid()) @db.Uuid
-  tenantId         String   @map("tenant_id") @db.Uuid
+  tenantId String @map("tenant_id") @db.Uuid
 
-  number           String
+  number String
-  name             String
+  name   String
-  domain           String
+  domain String
 
-  sipPasswordEnc   String   @map("sip_password_enc")
+  sipPasswordEnc String @map("sip_password_enc")
 
-  callerIdName     String?  @map("caller_id_name")
+  callerIdName   String? @map("caller_id_name")
-  callerIdNumber   String?  @map("caller_id_number")
+  callerIdNumber String? @map("caller_id_number")
 
-  context          String   @default("default")
+  context      String @default("default")
-  sofiaProfile     String   @default("internal") @map("sofia_profile")
+  sofiaProfile String @default("internal") @map("sofia_profile")
-  codecs           String   @default("PCMU,PCMA,OPUS") @map("codecs")
+  codecs       String @default("PCMU,PCMA,OPUS") @map("codecs")
 
-  maxRegistrations Int      @default(1) @map("max_registrations")
+  maxRegistrations Int @default(1) @map("max_registrations")
 
-  enabled          Boolean  @default(true)
+  enabled Boolean @default(true)
 
-  createdAt        DateTime @default(now()) @map("created_at")
+  createdAt DateTime  @default(now()) @map("created_at")
-  updatedAt        DateTime @updatedAt @map("updated_at")
+  updatedAt DateTime  @updatedAt @map("updated_at")
-  deletedAt        DateTime? @map("deleted_at")
+  deletedAt DateTime? @map("deleted_at")
 
-  tenant           Tenant   @relation(fields: [tenantId], references: [id])
+  tenant Tenant  @relation(fields: [tenantId], references: [id])
+  agents Agent[]
 
   @@unique([tenantId, number])
   @@index([tenantId])
@@ -254,61 +262,61 @@ enum SipTransport {
 // a senha do tronco cifrada (AES-256-GCM), como sipPasswordEnc em Extension
 // (agente.md secao 41, 178).
 model Trunk {
-  id               String       @id @default(uuid()) @db.Uuid
+  id       String @id @default(uuid()) @db.Uuid
-  tenantId         String       @map("tenant_id") @db.Uuid
+  tenantId String @map("tenant_id") @db.Uuid
 
-  name             String
+  name        String
-  description      String?
+  description String?
 
-  sofiaProfile     String       @default("external") @map("sofia_profile")
+  sofiaProfile String @default("external") @map("sofia_profile")
 
-  host             String
+  host  String
-  proxy            String?
+  proxy String?
-  realm            String?
+  realm String?
 
-  register         Boolean      @default(true)
+  register Boolean @default(true)
 
-  username         String?
+  username    String?
-  passwordEnc      String?      @map("password_enc")
+  passwordEnc String? @map("password_enc")
 
-  fromUser         String?      @map("from_user")
+  fromUser   String? @map("from_user")
-  fromDomain       String?      @map("from_domain")
+  fromDomain String? @map("from_domain")
 
-  registerProxy    String?      @map("register_proxy")
+  registerProxy String? @map("register_proxy")
-  outboundProxy    String?      @map("outbound_proxy")
+  outboundProxy String? @map("outbound_proxy")
 
-  expireSeconds    Int          @default(3600) @map("expire_seconds")
+  expireSeconds Int @default(3600) @map("expire_seconds")
-  retrySeconds     Int          @default(30) @map("retry_seconds")
+  retrySeconds  Int @default(30) @map("retry_seconds")
 
-  callerIdName     String?      @map("caller_id_name")
+  callerIdName   String? @map("caller_id_name")
-  callerIdNumber   String?      @map("caller_id_number")
+  callerIdNumber String? @map("caller_id_number")
 
-  codecs           String       @default("PCMU,PCMA,OPUS")
+  codecs String @default("PCMU,PCMA,OPUS")
 
-  dtmfMode         DtmfMode     @default(RFC2833) @map("dtmf_mode")
+  dtmfMode DtmfMode @default(RFC2833) @map("dtmf_mode")
 
-  ping             Boolean      @default(true)
+  ping          Boolean @default(true)
-  pingFrequency    Int          @default(30) @map("ping_frequency")
+  pingFrequency Int     @default(30) @map("ping_frequency")
 
-  transport        SipTransport @default(UDP)
+  transport SipTransport @default(UDP)
 
-  inboundContext   String       @default("default") @map("inbound_context")
+  inboundContext String @default("default") @map("inbound_context")
 
-  maxCps           Int?         @map("max_cps")
+  maxCps      Int? @map("max_cps")
-  maxChannels      Int?         @map("max_channels")
+  maxChannels Int? @map("max_channels")
 
-  enabled          Boolean      @default(true)
+  enabled Boolean @default(true)
 
   // Refletido pelos eventos sofia::gateway_state (agente.md secao 42) —
   // b2bcall-fs-events atualiza isso, nunca escrito manualmente pela API.
-  status           TrunkStatus  @default(UNKNOWN)
+  status          TrunkStatus @default(UNKNOWN)
-  statusUpdatedAt  DateTime?    @map("status_updated_at")
+  statusUpdatedAt DateTime?   @map("status_updated_at")
 
-  createdAt        DateTime     @default(now()) @map("created_at")
+  createdAt DateTime  @default(now()) @map("created_at")
-  updatedAt        DateTime     @updatedAt @map("updated_at")
+  updatedAt DateTime  @updatedAt @map("updated_at")
-  deletedAt        DateTime?    @map("deleted_at")
+  deletedAt DateTime? @map("deleted_at")
 
-  tenant           Tenant       @relation(fields: [tenantId], references: [id])
+  tenant Tenant @relation(fields: [tenantId], references: [id])
 
   @@unique([tenantId, name])
   @@index([tenantId])
@@ -327,31 +335,31 @@ enum DialplanVersionStatus {
 // publicadas (DialplanVersion) são um snapshot gerado a partir destas
 // linhas, não o que o FreeSWITCH consulta diretamente.
 model DialplanExtension {
-  id              String   @id @default(uuid()) @db.Uuid
+  id       String @id @default(uuid()) @db.Uuid
-  tenantId        String   @map("tenant_id") @db.Uuid
+  tenantId String @map("tenant_id") @db.Uuid
 
-  context         String   @default("default")
+  context String @default("default")
-  name            String
+  name    String
 
-  conditionField  String   @map("condition_field")
+  conditionField String @map("condition_field")
-  conditionExpr   String   @map("condition_expr")
+  conditionExpr  String @map("condition_expr")
 
   // Array de { application, data } — validado contra uma allowlist de
   // applications seguras na camada de API (agente.md secao 180: nunca
   // deixar input de usuário virar comando arbitrário no FreeSWITCH).
-  actions         Json
+  actions     Json
-  antiActions     Json?    @map("anti_actions")
+  antiActions Json? @map("anti_actions")
 
-  continueOnFalse Boolean  @default(false) @map("continue_on_false")
+  continueOnFalse Boolean @default(false) @map("continue_on_false")
-  order           Int      @default(0)
+  order           Int     @default(0)
 
-  enabled         Boolean  @default(true)
+  enabled Boolean @default(true)
 
-  createdAt       DateTime @default(now()) @map("created_at")
+  createdAt DateTime  @default(now()) @map("created_at")
-  updatedAt       DateTime @updatedAt @map("updated_at")
+  updatedAt DateTime  @updatedAt @map("updated_at")
-  deletedAt       DateTime? @map("deleted_at")
+  deletedAt DateTime? @map("deleted_at")
 
-  tenant          Tenant   @relation(fields: [tenantId], references: [id])
+  tenant Tenant @relation(fields: [tenantId], references: [id])
 
   @@index([tenantId, context])
   @@map("dialplan_extensions")
@@ -362,19 +370,19 @@ model DialplanExtension {
 // versão anterior é o próprio mecanismo de rollback — não existe endpoint
 // separado.
 model DialplanVersion {
-  id            String                @id @default(uuid()) @db.Uuid
+  id       String @id @default(uuid()) @db.Uuid
-  tenantId      String                @map("tenant_id") @db.Uuid
+  tenantId String @map("tenant_id") @db.Uuid
 
-  context       String
+  context      String
-  version       Int
+  version      Int
-  generatedXml  String                @map("generated_xml")
+  generatedXml String                @map("generated_xml")
-  status        DialplanVersionStatus @default(DRAFT)
+  status       DialplanVersionStatus @default(DRAFT)
 
-  createdByUserId String?             @map("created_by_user_id") @db.Uuid
+  createdByUserId String?   @map("created_by_user_id") @db.Uuid
-  createdAt     DateTime              @default(now()) @map("created_at")
+  createdAt       DateTime  @default(now()) @map("created_at")
-  activatedAt   DateTime?             @map("activated_at")
+  activatedAt     DateTime? @map("activated_at")
 
-  tenant        Tenant                @relation(fields: [tenantId], references: [id])
+  tenant Tenant @relation(fields: [tenantId], references: [id])
 
   @@unique([tenantId, context, version])
   @@index([tenantId, context, status])
@@ -399,42 +407,198 @@ enum QueueStrategy {
 // 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
+  id       String @id @default(uuid()) @db.Uuid
-  tenantId               String        @map("tenant_id") @db.Uuid
+  tenantId String @map("tenant_id") @db.Uuid
 
-  name                   String
+  name        String
-  description            String?
+  description String?
 
-  strategy               QueueStrategy @default(LONGEST_IDLE_AGENT)
+  strategy QueueStrategy @default(LONGEST_IDLE_AGENT)
 
-  mohSound               String?       @map("moh_sound")
+  mohSound          String? @map("moh_sound")
-  announceSound          String?       @map("announce_sound")
+  announceSound     String? @map("announce_sound")
-  announceFrequency      Int           @default(0) @map("announce_frequency")
+  announceFrequency Int     @default(0) @map("announce_frequency")
 
-  maxWaitTime            Int           @default(0) @map("max_wait_time")
+  maxWaitTime            Int @default(0) @map("max_wait_time")
-  maxWaitTimeWithNoAgent Int           @default(0) @map("max_wait_time_with_no_agent")
+  maxWaitTimeWithNoAgent Int @default(0) @map("max_wait_time_with_no_agent")
 
-  agentNoAnswerStatus    String?       @map("agent_no_answer_status")
+  agentNoAnswerStatus String? @map("agent_no_answer_status")
 
-  tierRulesApply         Boolean       @default(false) @map("tier_rules_apply")
+  tierRulesApply     Boolean @default(false) @map("tier_rules_apply")
-  tierRuleWaitSecond     Int           @default(300) @map("tier_rule_wait_second")
+  tierRuleWaitSecond Int     @default(300) @map("tier_rule_wait_second")
 
-  discardAbandonedAfter  Int           @default(60) @map("discard_abandoned_after")
+  discardAbandonedAfter  Int     @default(60) @map("discard_abandoned_after")
-  abandonedResumeAllowed Boolean       @default(false) @map("abandoned_resume_allowed")
+  abandonedResumeAllowed Boolean @default(false) @map("abandoned_resume_allowed")
 
-  skipAgentsWithExternalCalls Boolean  @default(true) @map("skip_agents_with_external_calls")
+  skipAgentsWithExternalCalls Boolean @default(true) @map("skip_agents_with_external_calls")
 
-  recordingEnabled       Boolean       @default(false) @map("recording_enabled")
+  recordingEnabled Boolean @default(false) @map("recording_enabled")
 
-  enabled                Boolean       @default(true)
+  enabled Boolean @default(true)
 
-  createdAt              DateTime      @default(now()) @map("created_at")
+  createdAt DateTime  @default(now()) @map("created_at")
-  updatedAt              DateTime      @updatedAt @map("updated_at")
+  updatedAt DateTime  @updatedAt @map("updated_at")
-  deletedAt              DateTime?     @map("deleted_at")
+  deletedAt DateTime? @map("deleted_at")
 
-  tenant                 Tenant        @relation(fields: [tenantId], references: [id])
+  tenant Tenant @relation(fields: [tenantId], references: [id])
+  tiers  Tier[]
 
   @@unique([tenantId, name])
   @@index([tenantId])
   @@map("queues")
 }
+
+enum AgentState {
+  OFFLINE
+  LOGGED_IN
+  AVAILABLE
+  RESERVED
+  RINGING
+  IN_CALL
+  WRAP_UP
+  PAUSED
+
+  @@map("agent_state")
+}
+
+// Tabela tenant-scoped protegida por RLS. Separa User (login) / Agent
+// (identidade de call center) / Extension (ramal SIP usado como contato) —
+// agente.md secao 45. O nome no FreeSWITCH é `<agent.id>@<tenant.telephonyDomain>`,
+// mesma convenção UUID das outras entidades (agente.md secao 47).
+model Agent {
+  id       String @id @default(uuid()) @db.Uuid
+  tenantId String @map("tenant_id") @db.Uuid
+
+  userId      String  @map("user_id") @db.Uuid
+  extensionId String? @map("extension_id") @db.Uuid
+
+  name String
+
+  maxNoAnswer       Int @default(3) @map("max_no_answer")
+  wrapUpTime        Int @default(10) @map("wrap_up_time")
+  rejectDelayTime   Int @default(10) @map("reject_delay_time")
+  busyDelayTime     Int @default(60) @map("busy_delay_time")
+  noAnswerDelayTime Int @default(10) @map("no_answer_delay_time")
+
+  // Espelha o estado real (secao 46) — nunca escrito diretamente pela API,
+  // só por login/logout/pause/resume ou por eventos do FreeSWITCH.
+  state          AgentState @default(OFFLINE)
+  stateUpdatedAt DateTime?  @map("state_updated_at")
+
+  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])
+  user        User              @relation(fields: [userId], references: [id])
+  extension   Extension?        @relation(fields: [extensionId], references: [id])
+  tiers       Tier[]
+  sessions    AgentSession[]
+  stateEvents AgentStateEvent[]
+  pauseEvents AgentPauseEvent[]
+
+  @@unique([tenantId, userId])
+  @@index([tenantId])
+  @@map("agents")
+}
+
+// Queue <-> Agent (agente.md secao 52). O nome da fila/agente no FreeSWITCH
+// já é o "<id>@<domain>" — level/position espelham 1:1 os mesmos conceitos
+// do mod_callcenter.
+model Tier {
+  id       String @id @default(uuid()) @db.Uuid
+  tenantId String @map("tenant_id") @db.Uuid
+
+  queueId String @map("queue_id") @db.Uuid
+  agentId String @map("agent_id") @db.Uuid
+
+  level    Int @default(1)
+  position Int @default(1)
+
+  createdAt DateTime @default(now()) @map("created_at")
+
+  tenant Tenant @relation(fields: [tenantId], references: [id])
+  queue  Queue  @relation(fields: [queueId], references: [id])
+  agent  Agent  @relation(fields: [agentId], references: [id])
+
+  @@unique([queueId, agentId])
+  @@index([tenantId])
+  @@map("tiers")
+}
+
+// Uma "sessão" = do login até o logout do agente (agente.md secao 45, 47).
+model AgentSession {
+  id       String @id @default(uuid()) @db.Uuid
+  tenantId String @map("tenant_id") @db.Uuid
+  agentId  String @map("agent_id") @db.Uuid
+
+  startedAt DateTime  @default(now()) @map("started_at")
+  endedAt   DateTime? @map("ended_at")
+
+  tenant Tenant @relation(fields: [tenantId], references: [id])
+  agent  Agent  @relation(fields: [agentId], references: [id])
+
+  @@index([tenantId, agentId])
+  @@map("agent_sessions")
+}
+
+// Histórico de transições de estado (agente.md secao 46) — nunca deletado,
+// serve de auditoria e insumo pra relatórios (secao 158).
+model AgentStateEvent {
+  id       String @id @default(uuid()) @db.Uuid
+  tenantId String @map("tenant_id") @db.Uuid
+  agentId  String @map("agent_id") @db.Uuid
+
+  state      AgentState
+  occurredAt DateTime   @default(now()) @map("occurred_at")
+
+  tenant Tenant @relation(fields: [tenantId], references: [id])
+  agent  Agent  @relation(fields: [agentId], references: [id])
+
+  @@index([tenantId, agentId, occurredAt])
+  @@map("agent_state_events")
+}
+
+// agente.md secao 48.
+model PauseReason {
+  id       String @id @default(uuid()) @db.Uuid
+  tenantId String @map("tenant_id") @db.Uuid
+
+  name        String
+  code        String
+  description String?
+
+  maxDuration Int?    @map("max_duration")
+  paid        Boolean @default(false)
+
+  enabled Boolean @default(true)
+
+  createdAt DateTime @default(now()) @map("created_at")
+  updatedAt DateTime @updatedAt @map("updated_at")
+
+  tenant      Tenant            @relation(fields: [tenantId], references: [id])
+  pauseEvents AgentPauseEvent[]
+
+  @@unique([tenantId, code])
+  @@index([tenantId])
+  @@map("pause_reasons")
+}
+
+model AgentPauseEvent {
+  id            String @id @default(uuid()) @db.Uuid
+  tenantId      String @map("tenant_id") @db.Uuid
+  agentId       String @map("agent_id") @db.Uuid
+  pauseReasonId String @map("pause_reason_id") @db.Uuid
+
+  startedAt DateTime  @default(now()) @map("started_at")
+  endedAt   DateTime? @map("ended_at")
+
+  tenant      Tenant      @relation(fields: [tenantId], references: [id])
+  agent       Agent       @relation(fields: [agentId], references: [id])
+  pauseReason PauseReason @relation(fields: [pauseReasonId], references: [id])
+
+  @@index([tenantId, agentId])
+  @@map("agent_pause_events")
+}

packages/telephony/src/freeswitch-provider.ts

@@ -149,12 +149,32 @@ export class FreeSwitchTelephonyProvider implements TelephonyProvider {
     await this.call().api(`callcenter_config agent set contact '${agentId}' '${contact}'`);
   }
 
-  async addAgentToQueue(queueName: string, agentId: string): Promise<void> {
+  /**
-    await this.call().api(`callcenter_config queue add member ${queueName} ${agentId}`);
+   * `callcenter_config` NÃO tem "queue add member"/"queue del member" —
+   * comando inexistente, confirmado com `help callcenter_config` contra o
+   * FreeSWITCH real (fase Agents/Tiers). O jeito certo de associar um
+   * agente a uma fila é `tier add`/`tier del`.
+   */
+  async addAgentToQueue(queueName: string, agentId: string, level = 1, position = 1): Promise<void> {
+    await this.call().api(`callcenter_config tier add ${queueName} ${agentId} ${level} ${position}`);
   }
 
   async removeAgentFromQueue(queueName: string, agentId: string): Promise<void> {
-    await this.call().api(`callcenter_config queue del member ${queueName} ${agentId}`);
+    await this.call().api(`callcenter_config tier del ${queueName} ${agentId}`);
+  }
+
+  /**
+   * `callcenter_config agent add` — precisa existir antes de
+   * setAgentStatus/setAgentContact/addAgentToQueue funcionarem pra um
+   * agente novo. `type` normalmente é "callback" (disca pro `contact`
+   * quando uma chamada é oferecida).
+   */
+  async addAgent(agentId: string, type: "callback" | "uuid-standby" = "callback"): Promise<void> {
+    await this.call().api(`callcenter_config agent add '${agentId}' '${type}'`);
+  }
+
+  async removeAgent(agentId: string): Promise<void> {
+    await this.call().api(`callcenter_config agent del '${agentId}'`);
   }
 
   async reloadXml(): Promise<void> {