feat: add call center queues

- packages/database: Agent, AgentSession, AgentStateEvent, AgentPauseEvent, PauseReason, Queue, QueueMember (agente.md secao 53) - apps/api/src/queues: CRUD de filas gerando queues.conf pelo mesmo padrao do dialplan (arquivo compartilhado + module reload app_queue.so), mas SEM membros estaticos no arquivo — membership eh 100% dinamica via AMI (evita duas fontes de verdade conflitantes) - apps/api/src/pause-reasons: CRUD de motivos de pausa - apps/api/src/agents: CRUD administrativo de agentes (1:1 com User) - apps/api/src/agent-console: maquina de estados do agente (LOGGED_IN/AVAILABLE/PAUSED), 'tela do agente' via login/available/pause/unpause/logout, cada transicao aciona AMI QueueAdd/QueuePause/QueueRemove de verdade e registra agent_state_events/agent_pause_events com inicio/fim - apps/api/src/monitoring: GET /api/monitoring/queues (chamadas aguardando, agentes logados/pausados/disponiveis via AMI QueueStatus ao vivo) — metricas historicas (TME/TMA/SLA) ficam para a Fase 7 Testado ponta a ponta contra o Asterisk real: fila criada aparece via 'queue show'; agente loga, fica disponivel (QueueAdd confirmado, membro dinamico visivel), pausa com motivo (confirmado 'paused:Almoco' ao vivo), despausa, desloga (QueueRemove confirmado, fila volta a 'No Members'). Disposicoes de chamada e Callback adiados para a Fase 6 (dependem de haver chamadas de campanha reais para classificar).
2026-08-27 13:38:19 -03:00
parent cf3fc4b3ef
commit 63103d4335
29 changed files with 1627 additions and 15 deletions
--- a/TODO.md
+++ b/TODO.md
@@ -137,14 +137,34 @@ mestre original (`agente.md`, seções 90-93).
      status/diagnóstico, não tem tela de edição de asterisk.conf/rtp.conf

 ## Fase 5 — Call Center
- [ ] Agentes (agents, agent_sessions) separados de users
- [ ] Máquina de estados do agente (OFFLINE..PAUSED)
- [ ] Motivos de pausa (CRUD)
- [ ] Filas (CRUD + estratégias documentadas)
- [ ] Tela do agente (login dinâmico, pausa/retomada, disposição)
- [ ] Disposições de chamada (CRUD + ações: callback, DNC)
- [ ] Callback (agendamento + scheduler)
- [ ] Monitoramento de Filas (tempo real)
+- [x] Agentes (agents, separado de users 1:1) + agent_sessions +
+      agent_state_events + agent_pause_events — schema Prisma completo
+- [x] Máquina de estados do agente (LOGGED_IN→AVAILABLE→PAUSED→AVAILABLE,
+      logout) com histórico início/fim por estado — testado ponta a ponta
+      contra o Asterisk real: login cria sessão, "disponível" faz AMI
+      QueueAdd (confirmado via `queue show`: membro dinâmico aparece),
+      "pausar" faz QueuePause com motivo (confirmado: "paused:Almoco"
+      aparece ao vivo), "despausar" reverte, "logout" faz QueueRemove
+      (confirmado: fila volta a "No Members")
+- [x] Motivos de pausa (CRUD) — sem permissão dedicada no catálogo da
+      seção 11, tratado sob settings.manage
+- [x] Filas (CRUD + 8 estratégias do enum QueueStrategy) — gera
+      queues.conf via o mesmo padrão do dialplan (arquivo compartilhado +
+      reload), mas SEM membros estáticos: membership é 100% dinâmica via
+      AMI (login/logout do agente), evitando dessincronia entre duas
+      fontes de verdade
+- [x] Tela do agente (backend completo: login/available/pause/unpause/
+      logout via /api/agent-console/*) — disposição de chamada fica para
+      quando existir uma chamada de verdade para dispor (Fase 6)
+- [ ] Disposições de chamada (CRUD + ações: callback, DNC) — adiado para
+      Fase 6 junto com Campanhas/Leads, já que disposição só faz sentido
+      quando há chamadas de campanha reais para classificar
+- [ ] Callback (agendamento + scheduler) — idem, depende de leads/campanhas
+- [x] Monitoramento de Filas (tempo real): GET /api/monitoring/queues
+      (chamadas aguardando, maior espera, agentes logados/pausados/
+      disponíveis) via AMI QueueStatus ao vivo. TME/TMA/SLA/taxa de
+      abandono HISTÓRICOS ficam para a Fase 7 (dependem de consolidação
+      de CDR/CEL/queue_log) — não inventamos número aqui

 ## Fase 6 — Campanhas e discador preditivo
 - [ ] CRUD Campanhas (todos os campos da seção 24)
--- a/apps/api/src/agent-console/agent-console.controller.ts
+++ b/apps/api/src/agent-console/agent-console.controller.ts
@@ -0,0 +1,77 @@
+import { Body, Controller, Get, Post, Req } from '@nestjs/common';
+import type { FastifyRequest } from 'fastify';
+import { CurrentUser } from '../common/decorators/current-user.decorator';
+import type { AuthenticatedUser } from '../common/guards/auth.guard';
+import { AgentConsoleService } from './agent-console.service';
+import { AgentLoginDto } from './dto/agent-login.dto';
+import { AgentPauseDto } from './dto/agent-pause.dto';
+
+// Sem @RequirePermissions dedicada: qualquer usuário autenticado com um
+// Agent associado pode operar sua própria tela de agente (agente.md seção
+// 17). O acesso real é reforçado dentro do service (getAgentForUserOrThrow).
+@Controller('agent-console')
+export class AgentConsoleController {
+  constructor(private readonly agentConsoleService: AgentConsoleService) {}
+
+  @Get('me')
+  me(@CurrentUser() user: AuthenticatedUser) {
+    return this.agentConsoleService.me(user.id);
+  }
+
+  @Post('login')
+  login(
+    @Body() dto: AgentLoginDto,
+    @CurrentUser() user: AuthenticatedUser,
+    @Req() request: FastifyRequest,
+  ) {
+    return this.agentConsoleService.login(user.id, dto, {
+      ip: request.ip,
+      userAgent: request.headers['user-agent'],
+    });
+  }
+
+  @Post('available')
+  available(
+    @CurrentUser() user: AuthenticatedUser,
+    @Req() request: FastifyRequest,
+  ) {
+    return this.agentConsoleService.setAvailable(user.id, {
+      ip: request.ip,
+      userAgent: request.headers['user-agent'],
+    });
+  }
+
+  @Post('pause')
+  pause(
+    @Body() dto: AgentPauseDto,
+    @CurrentUser() user: AuthenticatedUser,
+    @Req() request: FastifyRequest,
+  ) {
+    return this.agentConsoleService.pause(user.id, dto, {
+      ip: request.ip,
+      userAgent: request.headers['user-agent'],
+    });
+  }
+
+  @Post('unpause')
+  unpause(
+    @CurrentUser() user: AuthenticatedUser,
+    @Req() request: FastifyRequest,
+  ) {
+    return this.agentConsoleService.unpause(user.id, {
+      ip: request.ip,
+      userAgent: request.headers['user-agent'],
+    });
+  }
+
+  @Post('logout')
+  logout(
+    @CurrentUser() user: AuthenticatedUser,
+    @Req() request: FastifyRequest,
+  ) {
+    return this.agentConsoleService.logout(user.id, {
+      ip: request.ip,
+      userAgent: request.headers['user-agent'],
+    });
+  }
+}
--- a/apps/api/src/agent-console/agent-console.module.ts
+++ b/apps/api/src/agent-console/agent-console.module.ts
@@ -0,0 +1,9 @@
+import { Module } from '@nestjs/common';
+import { AgentConsoleController } from './agent-console.controller';
+import { AgentConsoleService } from './agent-console.service';
+
+@Module({
+  controllers: [AgentConsoleController],
+  providers: [AgentConsoleService],
+})
+export class AgentConsoleModule {}
--- a/apps/api/src/agent-console/agent-console.service.ts
+++ b/apps/api/src/agent-console/agent-console.service.ts
@@ -0,0 +1,262 @@
+import {
+  BadRequestException,
+  ForbiddenException,
+  Inject,
+  Injectable,
+} from '@nestjs/common';
+import { AgentState } from '@b2bcall/database';
+import type { TelephonyProvider } from '@b2bcall/telephony';
+import { PrismaService } from '../prisma/prisma.service';
+import { AuditService } from '../audit/audit.service';
+import type { RequestContext } from '../auth/auth.service';
+import { TELEPHONY_PROVIDER } from '../telephony/telephony.module';
+import { AgentLoginDto } from './dto/agent-login.dto';
+import { AgentPauseDto } from './dto/agent-pause.dto';
+
+function interfaceFor(extension: string): string {
+  return `PJSIP/${extension}`;
+}
+
+@Injectable()
+export class AgentConsoleService {
+  constructor(
+    private readonly prisma: PrismaService,
+    private readonly audit: AuditService,
+    @Inject(TELEPHONY_PROVIDER) private readonly telephony: TelephonyProvider,
+  ) {}
+
+  private async getAgentForUserOrThrow(userId: string) {
+    const agent = await this.prisma.agent.findUnique({
+      where: { userId },
+      include: { queues: { include: { queue: true } } },
+    });
+    if (!agent)
+      throw new ForbiddenException(
+        'Seu usuário não possui um agente de Call Center associado.',
+      );
+    if (!agent.active) throw new ForbiddenException('Agente inativo.');
+    return agent;
+  }
+
+  async me(userId: string) {
+    const agent = await this.getAgentForUserOrThrow(userId);
+    const currentState = await this.prisma.agentStateEvent.findFirst({
+      where: { agentId: agent.id, endedAt: null },
+      orderBy: { startedAt: 'desc' },
+    });
+    const currentPause = await this.prisma.agentPauseEvent.findFirst({
+      where: { agentId: agent.id, endedAt: null },
+      include: { pauseReason: true },
+      orderBy: { startedAt: 'desc' },
+    });
+    return {
+      agent,
+      state: currentState?.state ?? AgentState.OFFLINE,
+      stateSince: currentState?.startedAt ?? null,
+      currentPause,
+    };
+  }
+
+  // Fecha o estado aberto (se houver) e abre um novo — nunca há dois
+  // registros abertos simultaneamente para o mesmo agente (agente.md
+  // seção 48: "registrar início/fim de cada estado").
+  private async transition(agentId: string, newState: AgentState) {
+    await this.prisma.$transaction([
+      this.prisma.agentStateEvent.updateMany({
+        where: { agentId, endedAt: null },
+        data: { endedAt: new Date() },
+      }),
+      this.prisma.agentStateEvent.create({
+        data: { agentId, state: newState },
+      }),
+    ]);
+  }
+
+  async login(userId: string, dto: AgentLoginDto, ctx: RequestContext) {
+    const agent = await this.getAgentForUserOrThrow(userId);
+
+    const extension = await this.prisma.extension.findUnique({
+      where: { number: dto.extension },
+    });
+    if (!extension || !extension.enabled)
+      throw new BadRequestException('Ramal inválido ou desativado.');
+
+    await this.prisma.agent.update({
+      where: { id: agent.id },
+      data: { currentExtension: dto.extension },
+    });
+    await this.prisma.agentSession.create({
+      data: { agentId: agent.id, extension: dto.extension },
+    });
+    await this.transition(agent.id, AgentState.LOGGED_IN);
+
+    await this.audit.log({
+      userId,
+      action: 'agent_login',
+      entityType: 'agent',
+      entityId: agent.id,
+      after: { extension: dto.extension },
+      ipAddress: ctx.ip,
+      userAgent: ctx.userAgent,
+    });
+
+    return this.me(userId);
+  }
+
+  async setAvailable(userId: string, ctx: RequestContext) {
+    const agent = await this.getAgentForUserOrThrow(userId);
+    if (!agent.currentExtension)
+      throw new BadRequestException(
+        'Faça login em um ramal antes de ficar disponível.',
+      );
+
+    const iface = interfaceFor(agent.currentExtension);
+    for (const membership of agent.queues) {
+      try {
+        await this.telephony.queueAdd(membership.queue.name, iface, {
+          penalty: membership.penalty,
+          memberName: agent.name,
+        });
+      } catch {
+        // Já pode ser membro (ex.: reconexão) — QueueAdd falha nesse caso,
+        // o que é inofensivo para o fluxo de disponibilidade.
+      }
+    }
+
+    await this.transition(agent.id, AgentState.AVAILABLE);
+
+    await this.audit.log({
+      userId,
+      action: 'agent_available',
+      entityType: 'agent',
+      entityId: agent.id,
+      ipAddress: ctx.ip,
+      userAgent: ctx.userAgent,
+    });
+
+    return this.me(userId);
+  }
+
+  async pause(userId: string, dto: AgentPauseDto, ctx: RequestContext) {
+    const agent = await this.getAgentForUserOrThrow(userId);
+    if (!agent.currentExtension)
+      throw new BadRequestException('Agente não está logado em um ramal.');
+
+    const reason = await this.prisma.pauseReason.findUnique({
+      where: { id: dto.pauseReasonId },
+    });
+    if (!reason || !reason.active)
+      throw new BadRequestException('Motivo de pausa inválido.');
+
+    const iface = interfaceFor(agent.currentExtension);
+    await this.telephony.queuePause({
+      interface: iface,
+      paused: true,
+      reason: reason.name,
+    });
+
+    await this.prisma.$transaction([
+      this.prisma.agentStateEvent.updateMany({
+        where: { agentId: agent.id, endedAt: null },
+        data: { endedAt: new Date() },
+      }),
+      this.prisma.agentStateEvent.create({
+        data: { agentId: agent.id, state: AgentState.PAUSED },
+      }),
+      this.prisma.agentPauseEvent.create({
+        data: { agentId: agent.id, pauseReasonId: reason.id },
+      }),
+    ]);
+
+    await this.audit.log({
+      userId,
+      action: 'agent_paused',
+      entityType: 'agent',
+      entityId: agent.id,
+      after: { reason: reason.name },
+      ipAddress: ctx.ip,
+      userAgent: ctx.userAgent,
+    });
+
+    return this.me(userId);
+  }
+
+  async unpause(userId: string, ctx: RequestContext) {
+    const agent = await this.getAgentForUserOrThrow(userId);
+    if (!agent.currentExtension)
+      throw new BadRequestException('Agente não está logado em um ramal.');
+
+    const iface = interfaceFor(agent.currentExtension);
+    await this.telephony.queuePause({ interface: iface, paused: false });
+
+    await this.prisma.$transaction([
+      this.prisma.agentStateEvent.updateMany({
+        where: { agentId: agent.id, endedAt: null },
+        data: { endedAt: new Date() },
+      }),
+      this.prisma.agentStateEvent.create({
+        data: { agentId: agent.id, state: AgentState.AVAILABLE },
+      }),
+      this.prisma.agentPauseEvent.updateMany({
+        where: { agentId: agent.id, endedAt: null },
+        data: { endedAt: new Date() },
+      }),
+    ]);
+
+    await this.audit.log({
+      userId,
+      action: 'agent_unpaused',
+      entityType: 'agent',
+      entityId: agent.id,
+      ipAddress: ctx.ip,
+      userAgent: ctx.userAgent,
+    });
+
+    return this.me(userId);
+  }
+
+  async logout(userId: string, ctx: RequestContext) {
+    const agent = await this.getAgentForUserOrThrow(userId);
+
+    if (agent.currentExtension) {
+      const iface = interfaceFor(agent.currentExtension);
+      for (const membership of agent.queues) {
+        try {
+          await this.telephony.queueRemove(membership.queue.name, iface);
+        } catch {
+          // Pode já não ser membro — inofensivo.
+        }
+      }
+    }
+
+    await this.prisma.$transaction([
+      this.prisma.agentSession.updateMany({
+        where: { agentId: agent.id, endedAt: null },
+        data: { endedAt: new Date() },
+      }),
+      this.prisma.agentStateEvent.updateMany({
+        where: { agentId: agent.id, endedAt: null },
+        data: { endedAt: new Date() },
+      }),
+      this.prisma.agentPauseEvent.updateMany({
+        where: { agentId: agent.id, endedAt: null },
+        data: { endedAt: new Date() },
+      }),
+    ]);
+    await this.prisma.agent.update({
+      where: { id: agent.id },
+      data: { currentExtension: null },
+    });
+
+    await this.audit.log({
+      userId,
+      action: 'agent_logout',
+      entityType: 'agent',
+      entityId: agent.id,
+      ipAddress: ctx.ip,
+      userAgent: ctx.userAgent,
+    });
+
+    return { ok: true };
+  }
+}
--- a/apps/api/src/agent-console/dto/agent-login.dto.ts
+++ b/apps/api/src/agent-console/dto/agent-login.dto.ts
@@ -0,0 +1,7 @@
+import { IsString, Matches } from 'class-validator';
+
+export class AgentLoginDto {
+  @IsString()
+  @Matches(/^\d{2,10}$/, { message: 'Ramal inválido.' })
+  extension!: string;
+}
--- a/apps/api/src/agent-console/dto/agent-pause.dto.ts
+++ b/apps/api/src/agent-console/dto/agent-pause.dto.ts
@@ -0,0 +1,6 @@
+import { IsUUID } from 'class-validator';
+
+export class AgentPauseDto {
+  @IsUUID('4')
+  pauseReasonId!: string;
+}
--- a/apps/api/src/agents/agents.controller.ts
+++ b/apps/api/src/agents/agents.controller.ts
@@ -0,0 +1,75 @@
+import {
+  Body,
+  Controller,
+  Delete,
+  Get,
+  Param,
+  ParseUUIDPipe,
+  Patch,
+  Post,
+  Req,
+} from '@nestjs/common';
+import type { FastifyRequest } from 'fastify';
+import { RequirePermissions } from '../common/decorators/permissions.decorator';
+import { CurrentUser } from '../common/decorators/current-user.decorator';
+import type { AuthenticatedUser } from '../common/guards/auth.guard';
+import { AgentsService } from './agents.service';
+import { CreateAgentDto } from './dto/create-agent.dto';
+import { UpdateAgentDto } from './dto/update-agent.dto';
+
+@Controller('agents')
+export class AgentsController {
+  constructor(private readonly agentsService: AgentsService) {}
+
+  @Get()
+  @RequirePermissions('agents.view')
+  list() {
+    return this.agentsService.list();
+  }
+
+  @Get(':id')
+  @RequirePermissions('agents.view')
+  findOne(@Param('id', ParseUUIDPipe) id: string) {
+    return this.agentsService.findByIdOrThrow(id);
+  }
+
+  @Post()
+  @RequirePermissions('agents.create')
+  create(
+    @Body() dto: CreateAgentDto,
+    @CurrentUser() actor: AuthenticatedUser,
+    @Req() request: FastifyRequest,
+  ) {
+    return this.agentsService.create(dto, actor, {
+      ip: request.ip,
+      userAgent: request.headers['user-agent'],
+    });
+  }
+
+  @Patch(':id')
+  @RequirePermissions('agents.update')
+  update(
+    @Param('id', ParseUUIDPipe) id: string,
+    @Body() dto: UpdateAgentDto,
+    @CurrentUser() actor: AuthenticatedUser,
+    @Req() request: FastifyRequest,
+  ) {
+    return this.agentsService.update(id, dto, actor, {
+      ip: request.ip,
+      userAgent: request.headers['user-agent'],
+    });
+  }
+
+  @Delete(':id')
+  @RequirePermissions('agents.delete')
+  remove(
+    @Param('id', ParseUUIDPipe) id: string,
+    @CurrentUser() actor: AuthenticatedUser,
+    @Req() request: FastifyRequest,
+  ) {
+    return this.agentsService.delete(id, actor, {
+      ip: request.ip,
+      userAgent: request.headers['user-agent'],
+    });
+  }
+}
--- a/apps/api/src/agents/agents.module.ts
+++ b/apps/api/src/agents/agents.module.ts
@@ -0,0 +1,10 @@
+import { Module } from '@nestjs/common';
+import { AgentsController } from './agents.controller';
+import { AgentsService } from './agents.service';
+
+@Module({
+  controllers: [AgentsController],
+  providers: [AgentsService],
+  exports: [AgentsService],
+})
+export class AgentsModule {}
--- a/apps/api/src/agents/agents.service.ts
+++ b/apps/api/src/agents/agents.service.ts
@@ -0,0 +1,119 @@
+import {
+  BadRequestException,
+  Injectable,
+  NotFoundException,
+} from '@nestjs/common';
+import { PrismaService } from '../prisma/prisma.service';
+import { AuditService } from '../audit/audit.service';
+import type { RequestContext } from '../auth/auth.service';
+import { CreateAgentDto } from './dto/create-agent.dto';
+import { UpdateAgentDto } from './dto/update-agent.dto';
+
+@Injectable()
+export class AgentsService {
+  constructor(
+    private readonly prisma: PrismaService,
+    private readonly audit: AuditService,
+  ) {}
+
+  list() {
+    return this.prisma.agent.findMany({
+      orderBy: { code: 'asc' },
+      include: {
+        user: { select: { id: true, name: true, email: true } },
+        queues: { include: { queue: true } },
+      },
+    });
+  }
+
+  async findByIdOrThrow(id: string) {
+    const agent = await this.prisma.agent.findUnique({
+      where: { id },
+      include: {
+        user: { select: { id: true, name: true, email: true } },
+        queues: { include: { queue: true } },
+      },
+    });
+    if (!agent) throw new NotFoundException('Agente não encontrado.');
+    return agent;
+  }
+
+  async findByUserId(userId: string) {
+    return this.prisma.agent.findUnique({
+      where: { userId },
+      include: { queues: { include: { queue: true } } },
+    });
+  }
+
+  async create(
+    dto: CreateAgentDto,
+    actor: { id: string },
+    ctx: RequestContext,
+  ) {
+    const [existingCode, existingUser, user] = await Promise.all([
+      this.prisma.agent.findUnique({ where: { code: dto.code } }),
+      this.prisma.agent.findUnique({ where: { userId: dto.userId } }),
+      this.prisma.user.findUnique({ where: { id: dto.userId } }),
+    ]);
+    if (existingCode)
+      throw new BadRequestException('Já existe um agente com este código.');
+    if (existingUser)
+      throw new BadRequestException(
+        'Este usuário já possui um agente associado.',
+      );
+    if (!user) throw new BadRequestException('Usuário informado não existe.');
+
+    const agent = await this.prisma.agent.create({ data: dto });
+
+    await this.audit.log({
+      userId: actor.id,
+      action: 'agent_created',
+      entityType: 'agent',
+      entityId: agent.id,
+      after: { ...dto },
+      ipAddress: ctx.ip,
+      userAgent: ctx.userAgent,
+    });
+    return agent;
+  }
+
+  async update(
+    id: string,
+    dto: UpdateAgentDto,
+    actor: { id: string },
+    ctx: RequestContext,
+  ) {
+    const before = await this.prisma.agent.findUnique({ where: { id } });
+    if (!before) throw new NotFoundException('Agente não encontrado.');
+
+    const agent = await this.prisma.agent.update({ where: { id }, data: dto });
+
+    await this.audit.log({
+      userId: actor.id,
+      action: 'agent_updated',
+      entityType: 'agent',
+      entityId: id,
+      before,
+      after: { ...dto },
+      ipAddress: ctx.ip,
+      userAgent: ctx.userAgent,
+    });
+    return agent;
+  }
+
+  async delete(id: string, actor: { id: string }, ctx: RequestContext) {
+    const agent = await this.prisma.agent.findUnique({ where: { id } });
+    if (!agent) throw new NotFoundException('Agente não encontrado.');
+
+    await this.prisma.agent.delete({ where: { id } });
+    await this.audit.log({
+      userId: actor.id,
+      action: 'agent_deleted',
+      entityType: 'agent',
+      entityId: id,
+      before: agent,
+      ipAddress: ctx.ip,
+      userAgent: ctx.userAgent,
+    });
+  }
+}
--- a/apps/api/src/agents/dto/create-agent.dto.ts
+++ b/apps/api/src/agents/dto/create-agent.dto.ts
@@ -0,0 +1,25 @@
+import {
+  IsBoolean,
+  IsOptional,
+  IsString,
+  IsUUID,
+  Matches,
+  MinLength,
+} from 'class-validator';
+
+export class CreateAgentDto {
+  @IsString()
+  @Matches(/^[a-zA-Z0-9_-]{1,20}$/)
+  code!: string;
+
+  @IsString()
+  @MinLength(1)
+  name!: string;
+
+  @IsUUID('4')
+  userId!: string;
+
+  @IsOptional()
+  @IsBoolean()
+  active?: boolean;
+}
--- a/apps/api/src/agents/dto/update-agent.dto.ts
+++ b/apps/api/src/agents/dto/update-agent.dto.ts
@@ -0,0 +1,6 @@
+import { PartialType, OmitType } from '@nestjs/mapped-types';
+import { CreateAgentDto } from './create-agent.dto';
+
+export class UpdateAgentDto extends PartialType(
+  OmitType(CreateAgentDto, ['code', 'userId'] as const),
+) {}
--- a/apps/api/src/app.module.ts
+++ b/apps/api/src/app.module.ts
@@ -19,6 +19,10 @@ import { ExtensionsModule } from './extensions/extensions.module';
 import { MonitoringModule } from './monitoring/monitoring.module';
 import { DialplanModule } from './dialplan/dialplan.module';
 import { AsteriskAdminModule } from './asterisk-admin/asterisk-admin.module';
+import { PauseReasonsModule } from './pause-reasons/pause-reasons.module';
+import { QueuesModule } from './queues/queues.module';
+import { AgentsModule } from './agents/agents.module';
+import { AgentConsoleModule } from './agent-console/agent-console.module';
 import { AuthGuard } from './common/guards/auth.guard';
 import { PermissionsGuard } from './common/guards/permissions.guard';
 import { GlobalExceptionFilter } from './common/filters/global-exception.filter';
@@ -64,6 +68,10 @@ import { GlobalExceptionFilter } from './common/filters/global-exception.filter'
    MonitoringModule,
    DialplanModule,
    AsteriskAdminModule,
+    PauseReasonsModule,
+    QueuesModule,
+    AgentsModule,
+    AgentConsoleModule,
  ],
  controllers: [AppController],
  providers: [
--- a/apps/api/src/monitoring/monitoring.controller.ts
+++ b/apps/api/src/monitoring/monitoring.controller.ts
@@ -1,11 +1,16 @@
-import { Controller, Get } from '@nestjs/common';
+import { Controller, Get, Inject } from '@nestjs/common';
+import type { TelephonyProvider } from '@b2bcall/telephony';
 import { RequirePermissions } from '../common/decorators/permissions.decorator';
 import { PrismaService } from '../prisma/prisma.service';
+import { TELEPHONY_PROVIDER } from '../telephony/telephony.module';
 import { computeExtensionVisualStatus } from './extension-status.util';

@Controller('monitoring')
 export class MonitoringController {
-  constructor(private readonly prisma: PrismaService) {}
+  constructor(
+    private readonly prisma: PrismaService,
+    @Inject(TELEPHONY_PROVIDER) private readonly telephony: TelephonyProvider,
+  ) {}

  @Get('extensions')
  @RequirePermissions('monitoring.view')
@@ -34,4 +39,42 @@ export class MonitoringController {
      };
    });
  }
+
+  // Métricas em tempo real (chamadas aguardando, agentes logados/pausados).
+  // TME/TMA/taxa de abandono históricos exigem consolidação de CDR/CEL/
+  // queue_log (agente.md seção 20) — chegam na Fase 7, quando esse pipeline
+  // existir. Não inventamos número aqui (seção 72: nunca dado fake).
+  @Get('queues')
+  @RequirePermissions('monitoring.view')
+  async queues() {
+    const queues = await this.prisma.queue.findMany({
+      where: { enabled: true },
+      orderBy: { name: 'asc' },
+    });
+    const liveStatuses = this.telephony.isConnected()
+      ? await this.telephony.queueStatus()
+      : [];
+    const liveByName = new Map(liveStatuses.map((s) => [s.queue, s]));
+
+    return queues.map((queue) => {
+      const live = liveByName.get(queue.name);
+      const members = live?.members ?? [];
+      const entries = live?.entries ?? [];
+      const waitTimes = entries
+        .map((e) => Number(e.Wait ?? 0))
+        .filter((n) => !Number.isNaN(n));
+
+      return {
+        id: queue.id,
+        name: queue.name,
+        number: queue.number,
+        strategy: queue.strategy,
+        callsWaiting: entries.length,
+        longestWaitSeconds: waitTimes.length > 0 ? Math.max(...waitTimes) : 0,
+        agentsLoggedIn: members.length,
+        agentsPaused: members.filter((m) => m.Paused === '1').length,
+        agentsAvailable: members.filter((m) => m.Paused === '0').length,
+      };
+    });
+  }
 }
--- a/apps/api/src/pause-reasons/dto/create-pause-reason.dto.ts
+++ b/apps/api/src/pause-reasons/dto/create-pause-reason.dto.ts
@@ -0,0 +1,36 @@
+import {
+  IsBoolean,
+  IsInt,
+  IsOptional,
+  IsString,
+  Matches,
+  Min,
+  MinLength,
+} from 'class-validator';
+
+export class CreatePauseReasonDto {
+  @IsString()
+  @MinLength(1)
+  name!: string;
+
+  @IsString()
+  @Matches(/^[a-zA-Z0-9_-]{1,40}$/)
+  code!: string;
+
+  @IsOptional()
+  @IsString()
+  description?: string;
+
+  @IsOptional()
+  @IsInt()
+  @Min(1)
+  maxDurationSeconds?: number;
+
+  @IsOptional()
+  @IsBoolean()
+  paid?: boolean;
+
+  @IsOptional()
+  @IsBoolean()
+  active?: boolean;
+}
--- a/apps/api/src/pause-reasons/dto/update-pause-reason.dto.ts
+++ b/apps/api/src/pause-reasons/dto/update-pause-reason.dto.ts
@@ -0,0 +1,6 @@
+import { PartialType, OmitType } from '@nestjs/mapped-types';
+import { CreatePauseReasonDto } from './create-pause-reason.dto';
+
+export class UpdatePauseReasonDto extends PartialType(
+  OmitType(CreatePauseReasonDto, ['code'] as const),
+) {}
--- a/apps/api/src/pause-reasons/pause-reasons.controller.ts
+++ b/apps/api/src/pause-reasons/pause-reasons.controller.ts
@@ -0,0 +1,71 @@
+import {
+  Body,
+  Controller,
+  Delete,
+  Get,
+  Param,
+  ParseUUIDPipe,
+  Patch,
+  Post,
+  Req,
+} from '@nestjs/common';
+import type { FastifyRequest } from 'fastify';
+import { RequirePermissions } from '../common/decorators/permissions.decorator';
+import { CurrentUser } from '../common/decorators/current-user.decorator';
+import type { AuthenticatedUser } from '../common/guards/auth.guard';
+import { PauseReasonsService } from './pause-reasons.service';
+import { CreatePauseReasonDto } from './dto/create-pause-reason.dto';
+import { UpdatePauseReasonDto } from './dto/update-pause-reason.dto';
+
+// Não há permissão dedicada a motivos de pausa no catálogo (agente.md
+// seção 11) — tratado como configuração geral do sistema (settings.manage).
+@Controller('pause-reasons')
+export class PauseReasonsController {
+  constructor(private readonly pauseReasonsService: PauseReasonsService) {}
+
+  @Get()
+  @RequirePermissions('agents.view')
+  list() {
+    return this.pauseReasonsService.list();
+  }
+
+  @Post()
+  @RequirePermissions('settings.manage')
+  create(
+    @Body() dto: CreatePauseReasonDto,
+    @CurrentUser() actor: AuthenticatedUser,
+    @Req() request: FastifyRequest,
+  ) {
+    return this.pauseReasonsService.create(dto, actor, {
+      ip: request.ip,
+      userAgent: request.headers['user-agent'],
+    });
+  }
+
+  @Patch(':id')
+  @RequirePermissions('settings.manage')
+  update(
+    @Param('id', ParseUUIDPipe) id: string,
+    @Body() dto: UpdatePauseReasonDto,
+    @CurrentUser() actor: AuthenticatedUser,
+    @Req() request: FastifyRequest,
+  ) {
+    return this.pauseReasonsService.update(id, dto, actor, {
+      ip: request.ip,
+      userAgent: request.headers['user-agent'],
+    });
+  }
+
+  @Delete(':id')
+  @RequirePermissions('settings.manage')
+  remove(
+    @Param('id', ParseUUIDPipe) id: string,
+    @CurrentUser() actor: AuthenticatedUser,
+    @Req() request: FastifyRequest,
+  ) {
+    return this.pauseReasonsService.delete(id, actor, {
+      ip: request.ip,
+      userAgent: request.headers['user-agent'],
+    });
+  }
+}
--- a/apps/api/src/pause-reasons/pause-reasons.module.ts
+++ b/apps/api/src/pause-reasons/pause-reasons.module.ts
@@ -0,0 +1,10 @@
+import { Module } from '@nestjs/common';
+import { PauseReasonsController } from './pause-reasons.controller';
+import { PauseReasonsService } from './pause-reasons.service';
+
+@Module({
+  controllers: [PauseReasonsController],
+  providers: [PauseReasonsService],
+  exports: [PauseReasonsService],
+})
+export class PauseReasonsModule {}
--- a/apps/api/src/pause-reasons/pause-reasons.service.ts
+++ b/apps/api/src/pause-reasons/pause-reasons.service.ts
@@ -0,0 +1,96 @@
+import {
+  BadRequestException,
+  Injectable,
+  NotFoundException,
+} from '@nestjs/common';
+import { PrismaService } from '../prisma/prisma.service';
+import { AuditService } from '../audit/audit.service';
+import type { RequestContext } from '../auth/auth.service';
+import { CreatePauseReasonDto } from './dto/create-pause-reason.dto';
+import { UpdatePauseReasonDto } from './dto/update-pause-reason.dto';
+
+@Injectable()
+export class PauseReasonsService {
+  constructor(
+    private readonly prisma: PrismaService,
+    private readonly audit: AuditService,
+  ) {}
+
+  list() {
+    return this.prisma.pauseReason.findMany({ orderBy: { name: 'asc' } });
+  }
+
+  async create(
+    dto: CreatePauseReasonDto,
+    actor: { id: string },
+    ctx: RequestContext,
+  ) {
+    const existing = await this.prisma.pauseReason.findUnique({
+      where: { code: dto.code },
+    });
+    if (existing)
+      throw new BadRequestException(
+        'Já existe um motivo de pausa com este código.',
+      );
+
+    const reason = await this.prisma.pauseReason.create({ data: dto });
+    await this.audit.log({
+      userId: actor.id,
+      action: 'pause_reason_created',
+      entityType: 'pause_reason',
+      entityId: reason.id,
+      after: { ...dto },
+      ipAddress: ctx.ip,
+      userAgent: ctx.userAgent,
+    });
+    return reason;
+  }
+
+  async update(
+    id: string,
+    dto: UpdatePauseReasonDto,
+    actor: { id: string },
+    ctx: RequestContext,
+  ) {
+    const before = await this.prisma.pauseReason.findUnique({ where: { id } });
+    if (!before) throw new NotFoundException('Motivo de pausa não encontrado.');
+
+    const reason = await this.prisma.pauseReason.update({
+      where: { id },
+      data: dto,
+    });
+    await this.audit.log({
+      userId: actor.id,
+      action: 'pause_reason_updated',
+      entityType: 'pause_reason',
+      entityId: id,
+      before,
+      after: { ...dto },
+      ipAddress: ctx.ip,
+      userAgent: ctx.userAgent,
+    });
+    return reason;
+  }
+
+  async delete(id: string, actor: { id: string }, ctx: RequestContext) {
+    const reason = await this.prisma.pauseReason.findUnique({ where: { id } });
+    if (!reason) throw new NotFoundException('Motivo de pausa não encontrado.');
+
+    try {
+      await this.prisma.pauseReason.delete({ where: { id } });
+    } catch {
+      throw new BadRequestException(
+        'Este motivo já foi usado em pausas registradas — desative-o em vez de excluir.',
+      );
+    }
+    await this.audit.log({
+      userId: actor.id,
+      action: 'pause_reason_deleted',
+      entityType: 'pause_reason',
+      entityId: id,
+      before: reason,
+      ipAddress: ctx.ip,
+      userAgent: ctx.userAgent,
+    });
+  }
+}
--- a/apps/api/src/queues/dto/add-queue-member.dto.ts
+++ b/apps/api/src/queues/dto/add-queue-member.dto.ts
@@ -0,0 +1,12 @@
+import { IsInt, IsOptional, IsUUID, Max, Min } from 'class-validator';
+
+export class AddQueueMemberDto {
+  @IsUUID('4')
+  agentId!: string;
+
+  @IsOptional()
+  @IsInt()
+  @Min(0)
+  @Max(10)
+  penalty?: number;
+}
--- a/apps/api/src/queues/dto/create-queue.dto.ts
+++ b/apps/api/src/queues/dto/create-queue.dto.ts
@@ -0,0 +1,83 @@
+import {
+  IsBoolean,
+  IsEnum,
+  IsInt,
+  IsOptional,
+  IsString,
+  Matches,
+  Max,
+  MaxLength,
+  Min,
+  MinLength,
+} from 'class-validator';
+import { QueueStrategy } from '@b2bcall/database';
+
+export class CreateQueueDto {
+  @IsString()
+  @MinLength(1)
+  @MaxLength(80)
+  @Matches(/^[a-zA-Z0-9_-]+$/, {
+    message: 'Use apenas letras, números, hífen e underscore.',
+  })
+  name!: string;
+
+  @IsString()
+  @Matches(/^\d{2,10}$/)
+  number!: string;
+
+  @IsOptional()
+  @IsEnum(QueueStrategy)
+  strategy?: QueueStrategy;
+
+  @IsOptional()
+  @IsInt()
+  @Min(1)
+  @Max(600)
+  timeout?: number;
+
+  @IsOptional()
+  @IsInt()
+  @Min(1)
+  retry?: number;
+
+  @IsOptional()
+  @IsInt()
+  @Min(0)
+  wrapUpTime?: number;
+
+  @IsOptional()
+  @IsInt()
+  @Min(0)
+  maxLen?: number;
+
+  @IsOptional()
+  @IsString()
+  musicOnHold?: string;
+
+  @IsOptional()
+  @IsString()
+  announce?: string;
+
+  @IsOptional()
+  @IsInt()
+  @Min(1)
+  serviceLevel?: number;
+
+  @IsOptional()
+  @IsBoolean()
+  autoFill?: boolean;
+
+  @IsOptional()
+  @IsBoolean()
+  ringInUse?: boolean;
+
+  @IsOptional()
+  @IsInt()
+  @Min(0)
+  @Max(10)
+  weight?: number;
+
+  @IsOptional()
+  @IsBoolean()
+  enabled?: boolean;
+}
--- a/apps/api/src/queues/dto/update-queue.dto.ts
+++ b/apps/api/src/queues/dto/update-queue.dto.ts
@@ -0,0 +1,6 @@
+import { PartialType, OmitType } from '@nestjs/mapped-types';
+import { CreateQueueDto } from './create-queue.dto';
+
+export class UpdateQueueDto extends PartialType(
+  OmitType(CreateQueueDto, ['name', 'number'] as const),
+) {}
--- a/apps/api/src/queues/queue-generator.ts
+++ b/apps/api/src/queues/queue-generator.ts
@@ -0,0 +1,35 @@
+import type { Queue } from '@b2bcall/database';
+
+/**
+ * Gera o texto de queues.conf para as filas cadastradas. Membros nunca
+ * entram aqui — são geridos dinamicamente via AMI (login/logout do agente),
+ * não fazem parte deste arquivo estático (ver docs/ARCHITECTURE.md).
+ */
+export function generateQueuesConfig(queues: Queue[]): string {
+  const enabled = queues
+    .filter((q) => q.enabled)
+    .sort((a, b) => a.name.localeCompare(b.name));
+
+  const lines: string[] = [
+    '; Arquivo gerado automaticamente por QueuesService — NÃO EDITAR À MÃO.',
+    '',
+  ];
+
+  for (const q of enabled) {
+    lines.push(`[${q.name}]`);
+    lines.push(`musicclass=${q.musicOnHold}`);
+    lines.push(`strategy=${q.strategy}`);
+    lines.push(`timeout=${q.timeout}`);
+    lines.push(`retry=${q.retry}`);
+    lines.push(`wrapuptime=${q.wrapUpTime}`);
+    lines.push(`maxlen=${q.maxLen}`);
+    lines.push(`servicelevel=${q.serviceLevel}`);
+    lines.push(`autofill=${q.autoFill ? 'yes' : 'no'}`);
+    lines.push(`ringinuse=${q.ringInUse ? 'yes' : 'no'}`);
+    lines.push(`weight=${q.weight}`);
+    if (q.announce) lines.push(`announce=${q.announce}`);
+    lines.push('');
+  }
+
+  return lines.join('\n');
+}
--- a/apps/api/src/queues/queues.controller.ts
+++ b/apps/api/src/queues/queues.controller.ts
@@ -0,0 +1,104 @@
+import {
+  Body,
+  Controller,
+  Delete,
+  Get,
+  Param,
+  ParseUUIDPipe,
+  Patch,
+  Post,
+  Req,
+} from '@nestjs/common';
+import type { FastifyRequest } from 'fastify';
+import { RequirePermissions } from '../common/decorators/permissions.decorator';
+import { CurrentUser } from '../common/decorators/current-user.decorator';
+import type { AuthenticatedUser } from '../common/guards/auth.guard';
+import { QueuesService } from './queues.service';
+import { CreateQueueDto } from './dto/create-queue.dto';
+import { UpdateQueueDto } from './dto/update-queue.dto';
+import { AddQueueMemberDto } from './dto/add-queue-member.dto';
+
+@Controller('queues')
+export class QueuesController {
+  constructor(private readonly queuesService: QueuesService) {}
+
+  @Get()
+  @RequirePermissions('queues.view')
+  list() {
+    return this.queuesService.list();
+  }
+
+  @Get(':id')
+  @RequirePermissions('queues.view')
+  findOne(@Param('id', ParseUUIDPipe) id: string) {
+    return this.queuesService.findByIdOrThrow(id);
+  }
+
+  @Post()
+  @RequirePermissions('queues.create')
+  create(
+    @Body() dto: CreateQueueDto,
+    @CurrentUser() actor: AuthenticatedUser,
+    @Req() request: FastifyRequest,
+  ) {
+    return this.queuesService.create(dto, actor, {
+      ip: request.ip,
+      userAgent: request.headers['user-agent'],
+    });
+  }
+
+  @Patch(':id')
+  @RequirePermissions('queues.update')
+  update(
+    @Param('id', ParseUUIDPipe) id: string,
+    @Body() dto: UpdateQueueDto,
+    @CurrentUser() actor: AuthenticatedUser,
+    @Req() request: FastifyRequest,
+  ) {
+    return this.queuesService.update(id, dto, actor, {
+      ip: request.ip,
+      userAgent: request.headers['user-agent'],
+    });
+  }
+
+  @Delete(':id')
+  @RequirePermissions('queues.delete')
+  remove(
+    @Param('id', ParseUUIDPipe) id: string,
+    @CurrentUser() actor: AuthenticatedUser,
+    @Req() request: FastifyRequest,
+  ) {
+    return this.queuesService.delete(id, actor, {
+      ip: request.ip,
+      userAgent: request.headers['user-agent'],
+    });
+  }
+
+  @Post(':id/members')
+  @RequirePermissions('queues.update')
+  addMember(
+    @Param('id', ParseUUIDPipe) id: string,
+    @Body() dto: AddQueueMemberDto,
+    @CurrentUser() actor: AuthenticatedUser,
+    @Req() request: FastifyRequest,
+  ) {
+    return this.queuesService.addMember(id, dto.agentId, dto.penalty, actor, {
+      ip: request.ip,
+      userAgent: request.headers['user-agent'],
+    });
+  }
+
+  @Delete(':id/members/:agentId')
+  @RequirePermissions('queues.update')
+  removeMember(
+    @Param('id', ParseUUIDPipe) id: string,
+    @Param('agentId', ParseUUIDPipe) agentId: string,
+    @CurrentUser() actor: AuthenticatedUser,
+    @Req() request: FastifyRequest,
+  ) {
+    return this.queuesService.removeMember(id, agentId, actor, {
+      ip: request.ip,
+      userAgent: request.headers['user-agent'],
+    });
+  }
+}
--- a/apps/api/src/queues/queues.module.ts
+++ b/apps/api/src/queues/queues.module.ts
@@ -0,0 +1,9 @@
+import { Module } from '@nestjs/common';
+import { QueuesController } from './queues.controller';
+import { QueuesService } from './queues.service';
+
+@Module({
+  controllers: [QueuesController],
+  providers: [QueuesService],
+})
+export class QueuesModule {}
--- a/apps/api/src/queues/queues.service.ts
+++ b/apps/api/src/queues/queues.service.ts
@@ -0,0 +1,178 @@
+import {
+  BadRequestException,
+  Inject,
+  Injectable,
+  NotFoundException,
+} from '@nestjs/common';
+import { writeFile } from 'node:fs/promises';
+import type { TelephonyProvider } from '@b2bcall/telephony';
+import { PrismaService } from '../prisma/prisma.service';
+import { AuditService } from '../audit/audit.service';
+import type { RequestContext } from '../auth/auth.service';
+import { TELEPHONY_PROVIDER } from '../telephony/telephony.module';
+import { CreateQueueDto } from './dto/create-queue.dto';
+import { UpdateQueueDto } from './dto/update-queue.dto';
+import { generateQueuesConfig } from './queue-generator';
+
+const QUEUES_FILE_PATH = '/etc/asterisk-generated/b2bcall-queues.conf';
+
+@Injectable()
+export class QueuesService {
+  constructor(
+    private readonly prisma: PrismaService,
+    private readonly audit: AuditService,
+    @Inject(TELEPHONY_PROVIDER) private readonly telephony: TelephonyProvider,
+  ) {}
+
+  list() {
+    return this.prisma.queue.findMany({
+      orderBy: { name: 'asc' },
+      include: { members: { include: { agent: true } } },
+    });
+  }
+
+  async findByIdOrThrow(id: string) {
+    const queue = await this.prisma.queue.findUnique({
+      where: { id },
+      include: { members: { include: { agent: true } } },
+    });
+    if (!queue) throw new NotFoundException('Fila não encontrada.');
+    return queue;
+  }
+
+  // Regenera queues.conf com todas as filas ativas e recarrega só o
+  // app_queue (não um core reload completo).
+  private async republish(): Promise<void> {
+    const queues = await this.prisma.queue.findMany();
+    const config = generateQueuesConfig(queues);
+    await writeFile(QUEUES_FILE_PATH, config, 'utf8');
+    try {
+      await this.telephony.reload('app_queue.so');
+    } catch (err) {
+      throw new BadRequestException(
+        `Falha ao recarregar filas no Asterisk: ${(err as Error).message}`,
+      );
+    }
+  }
+
+  async create(
+    dto: CreateQueueDto,
+    actor: { id: string },
+    ctx: RequestContext,
+  ) {
+    const existing = await this.prisma.queue.findFirst({
+      where: { OR: [{ name: dto.name }, { number: dto.number }] },
+    });
+    if (existing)
+      throw new BadRequestException(
+        'Já existe uma fila com este nome ou número.',
+      );
+
+    const queue = await this.prisma.queue.create({ data: dto });
+    await this.republish();
+
+    await this.audit.log({
+      userId: actor.id,
+      action: 'queue_created',
+      entityType: 'queue',
+      entityId: queue.id,
+      after: { ...dto },
+      ipAddress: ctx.ip,
+      userAgent: ctx.userAgent,
+    });
+    return queue;
+  }
+
+  async update(
+    id: string,
+    dto: UpdateQueueDto,
+    actor: { id: string },
+    ctx: RequestContext,
+  ) {
+    const before = await this.prisma.queue.findUnique({ where: { id } });
+    if (!before) throw new NotFoundException('Fila não encontrada.');
+
+    const queue = await this.prisma.queue.update({ where: { id }, data: dto });
+    await this.republish();
+
+    await this.audit.log({
+      userId: actor.id,
+      action: 'queue_updated',
+      entityType: 'queue',
+      entityId: id,
+      before,
+      after: { ...dto },
+      ipAddress: ctx.ip,
+      userAgent: ctx.userAgent,
+    });
+    return queue;
+  }
+
+  async delete(id: string, actor: { id: string }, ctx: RequestContext) {
+    const queue = await this.prisma.queue.findUnique({ where: { id } });
+    if (!queue) throw new NotFoundException('Fila não encontrada.');
+
+    await this.prisma.queue.delete({ where: { id } });
+    await this.republish();
+
+    await this.audit.log({
+      userId: actor.id,
+      action: 'queue_deleted',
+      entityType: 'queue',
+      entityId: id,
+      before: queue,
+      ipAddress: ctx.ip,
+      userAgent: ctx.userAgent,
+    });
+  }
+
+  async addMember(
+    queueId: string,
+    agentId: string,
+    penalty: number | undefined,
+    actor: { id: string },
+    ctx: RequestContext,
+  ) {
+    const [queue, agent] = await Promise.all([
+      this.prisma.queue.findUnique({ where: { id: queueId } }),
+      this.prisma.agent.findUnique({ where: { id: agentId } }),
+    ]);
+    if (!queue) throw new NotFoundException('Fila não encontrada.');
+    if (!agent) throw new NotFoundException('Agente não encontrado.');
+
+    const member = await this.prisma.queueMember.upsert({
+      where: { queueId_agentId: { queueId, agentId } },
+      create: { queueId, agentId, penalty: penalty ?? 0 },
+      update: { penalty: penalty ?? 0 },
+    });
+
+    await this.audit.log({
+      userId: actor.id,
+      action: 'queue_member_added',
+      entityType: 'queue',
+      entityId: queueId,
+      after: { agentId, penalty },
+      ipAddress: ctx.ip,
+      userAgent: ctx.userAgent,
+    });
+    return member;
+  }
+
+  async removeMember(
+    queueId: string,
+    agentId: string,
+    actor: { id: string },
+    ctx: RequestContext,
+  ) {
+    await this.prisma.queueMember.deleteMany({ where: { queueId, agentId } });
+    await this.audit.log({
+      userId: actor.id,
+      action: 'queue_member_removed',
+      entityType: 'queue',
+      entityId: queueId,
+      before: { agentId },
+      ipAddress: ctx.ip,
+      userAgent: ctx.userAgent,
+    });
+  }
+}
--- a/infrastructure/asterisk/config/queues.conf
+++ b/infrastructure/asterisk/config/queues.conf
@@ -1,8 +1,12 @@
-; Configuração global de filas. As filas em si (Fase 5 — Call Center) serão
-; gerenciadas pela aplicação. queue_log é usado por app_queue por padrão
+; Configuração global de filas. queue_log é usado por app_queue por padrão
 ; (grava em /var/log/asterisk/queue_log) e será consumido pelo
 ; apps/asterisk-events para reconciliação (ver docs/ARCHITECTURE.md).
 [general]
 persistentmembers = yes
 autofill = yes
 shared_lastcall = yes
+
+; Filas gerenciadas pela aplicação (Call Center → Filas). Membros NÃO ficam
+; aqui — são adicionados/removidos dinamicamente via AMI QueueAdd/QueueRemove
+; no login/logout do agente (agente.md seção 17), nunca via reload.
+#include "/etc/asterisk-generated/b2bcall-queues.conf"
--- a/infrastructure/docker/asterisk-entrypoint.sh
+++ b/infrastructure/docker/asterisk-entrypoint.sh
@@ -28,13 +28,16 @@ for f in "$CONFIG_SRC"/*.conf; do
    cp "$f" "$CONFIG_DST/$name"
 done

-# extensions.conf inclui este arquivo (dialplan gerado pela aplicação) —
-# precisa existir mesmo vazio no primeiro boot, antes de a API publicar
-# a primeira versão (ver DialplanService).
+# extensions.conf/queues.conf incluem estes arquivos gerados pela aplicação
+# — precisam existir mesmo vazios no primeiro boot, antes da primeira
+# publicação (ver DialplanService / QueuesService).
 mkdir -p /etc/asterisk-generated
 if [ ! -e /etc/asterisk-generated/b2bcall-dialplan.conf ]; then
    echo "; vazio até a primeira publicação em Telefonia -> Dialplan" > /etc/asterisk-generated/b2bcall-dialplan.conf
 fi
+if [ ! -e /etc/asterisk-generated/b2bcall-queues.conf ]; then
+    echo "; vazio até a primeira publicação em Call Center -> Filas" > /etc/asterisk-generated/b2bcall-queues.conf
+fi

 chown -R asterisk:asterisk "$CONFIG_DST" /var/lib/asterisk /var/log/asterisk /var/spool/asterisk /var/run/asterisk /etc/asterisk-generated

--- a/packages/database/prisma/migrations/20260827161848_add_call_center/migration.sql
+++ b/packages/database/prisma/migrations/20260827161848_add_call_center/migration.sql
@@ -0,0 +1,149 @@
+-- CreateEnum
+CREATE TYPE "QueueStrategy" AS ENUM ('ringall', 'leastrecent', 'fewestcalls', 'random', 'rrmemory', 'rrordered', 'linear', 'wrandom');
+
+-- CreateEnum
+CREATE TYPE "AgentState" AS ENUM ('OFFLINE', 'LOGGED_IN', 'AVAILABLE', 'RINGING', 'IN_CALL', 'WRAP_UP', 'PAUSED');
+
+-- CreateTable
+CREATE TABLE "queues" (
+    "id" TEXT NOT NULL,
+    "name" TEXT NOT NULL,
+    "number" TEXT NOT NULL,
+    "strategy" "QueueStrategy" NOT NULL DEFAULT 'ringall',
+    "timeout" INTEGER NOT NULL DEFAULT 15,
+    "retry" INTEGER NOT NULL DEFAULT 5,
+    "wrap_up_time" INTEGER NOT NULL DEFAULT 0,
+    "max_len" INTEGER NOT NULL DEFAULT 0,
+    "music_on_hold" TEXT NOT NULL DEFAULT 'default',
+    "announce" TEXT,
+    "service_level" INTEGER NOT NULL DEFAULT 60,
+    "auto_fill" BOOLEAN NOT NULL DEFAULT true,
+    "ring_in_use" BOOLEAN NOT NULL DEFAULT true,
+    "weight" INTEGER NOT NULL DEFAULT 0,
+    "enabled" BOOLEAN NOT NULL DEFAULT true,
+    "created_at" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
+    "updated_at" TIMESTAMP(3) NOT NULL,
+
+    CONSTRAINT "queues_pkey" PRIMARY KEY ("id")
+);
+
+-- CreateTable
+CREATE TABLE "queue_members" (
+    "id" TEXT NOT NULL,
+    "queue_id" TEXT NOT NULL,
+    "agent_id" TEXT NOT NULL,
+    "penalty" INTEGER NOT NULL DEFAULT 0,
+    "created_at" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
+
+    CONSTRAINT "queue_members_pkey" PRIMARY KEY ("id")
+);
+
+-- CreateTable
+CREATE TABLE "pause_reasons" (
+    "id" TEXT NOT NULL,
+    "name" TEXT NOT NULL,
+    "code" TEXT NOT NULL,
+    "description" TEXT,
+    "max_duration_seconds" INTEGER,
+    "paid" BOOLEAN NOT NULL DEFAULT false,
+    "active" 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 "agents" (
+    "id" TEXT NOT NULL,
+    "code" TEXT NOT NULL,
+    "name" TEXT NOT NULL,
+    "user_id" TEXT NOT NULL,
+    "active" BOOLEAN NOT NULL DEFAULT true,
+    "current_extension" TEXT,
+    "created_at" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
+    "updated_at" TIMESTAMP(3) NOT NULL,
+
+    CONSTRAINT "agents_pkey" PRIMARY KEY ("id")
+);
+
+-- CreateTable
+CREATE TABLE "agent_sessions" (
+    "id" TEXT NOT NULL,
+    "agent_id" TEXT NOT NULL,
+    "extension" TEXT 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" TEXT NOT NULL,
+    "agent_id" TEXT NOT NULL,
+    "state" "AgentState" NOT NULL,
+    "started_at" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
+    "ended_at" TIMESTAMP(3),
+
+    CONSTRAINT "agent_state_events_pkey" PRIMARY KEY ("id")
+);
+
+-- CreateTable
+CREATE TABLE "agent_pause_events" (
+    "id" TEXT NOT NULL,
+    "agent_id" TEXT NOT NULL,
+    "pause_reason_id" TEXT 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 UNIQUE INDEX "queues_name_key" ON "queues"("name");
+
+-- CreateIndex
+CREATE UNIQUE INDEX "queues_number_key" ON "queues"("number");
+
+-- CreateIndex
+CREATE UNIQUE INDEX "queue_members_queue_id_agent_id_key" ON "queue_members"("queue_id", "agent_id");
+
+-- CreateIndex
+CREATE UNIQUE INDEX "pause_reasons_code_key" ON "pause_reasons"("code");
+
+-- CreateIndex
+CREATE UNIQUE INDEX "agents_code_key" ON "agents"("code");
+
+-- CreateIndex
+CREATE UNIQUE INDEX "agents_user_id_key" ON "agents"("user_id");
+
+-- CreateIndex
+CREATE INDEX "agent_sessions_agent_id_idx" ON "agent_sessions"("agent_id");
+
+-- CreateIndex
+CREATE INDEX "agent_state_events_agent_id_ended_at_idx" ON "agent_state_events"("agent_id", "ended_at");
+
+-- CreateIndex
+CREATE INDEX "agent_pause_events_agent_id_ended_at_idx" ON "agent_pause_events"("agent_id", "ended_at");
+
+-- AddForeignKey
+ALTER TABLE "queue_members" ADD CONSTRAINT "queue_members_queue_id_fkey" FOREIGN KEY ("queue_id") REFERENCES "queues"("id") ON DELETE CASCADE ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "queue_members" ADD CONSTRAINT "queue_members_agent_id_fkey" FOREIGN KEY ("agent_id") REFERENCES "agents"("id") ON DELETE CASCADE ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "agents" ADD CONSTRAINT "agents_user_id_fkey" FOREIGN KEY ("user_id") REFERENCES "users"("id") ON DELETE CASCADE ON UPDATE CASCADE;
+
+-- AddForeignKey
+ALTER TABLE "agent_sessions" ADD CONSTRAINT "agent_sessions_agent_id_fkey" FOREIGN KEY ("agent_id") REFERENCES "agents"("id") ON DELETE CASCADE 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 CASCADE 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 CASCADE 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;
--- a/packages/database/prisma/schema.prisma
+++ b/packages/database/prisma/schema.prisma
@@ -31,6 +31,7 @@ model User {
  sessions             Session[]
  passwordResetTokens  PasswordResetToken[]
  auditLogs            AuditLog[]
+  agent                Agent?

  @@map("users")
 }
@@ -251,3 +252,145 @@ model DialplanVersion {

  @@map("dialplan_versions")
 }
+
+// ===========================================================================
+// Fase 5 — Call Center. Usuário da aplicação (User) e agente de Call Center
+// (Agent) são conceitos separados (agente.md seção 16): uma pessoa pode
+// possuir os dois associados 1:1.
+// ===========================================================================
+
+enum QueueStrategy {
+  ringall
+  leastrecent
+  fewestcalls
+  random
+  rrmemory
+  rrordered
+  linear
+  wrandom
+}
+
+model Queue {
+  id             String        @id @default(uuid())
+  name           String        @unique
+  number         String        @unique
+  strategy       QueueStrategy @default(ringall)
+  timeout        Int           @default(15)
+  retry          Int           @default(5)
+  wrapUpTime     Int           @default(0) @map("wrap_up_time")
+  maxLen         Int           @default(0) @map("max_len")
+  musicOnHold    String        @default("default") @map("music_on_hold")
+  announce       String?
+  serviceLevel   Int           @default(60) @map("service_level")
+  autoFill       Boolean       @default(true) @map("auto_fill")
+  ringInUse      Boolean       @default(true) @map("ring_in_use")
+  weight         Int           @default(0)
+  enabled        Boolean       @default(true)
+  createdAt      DateTime      @default(now()) @map("created_at")
+  updatedAt      DateTime      @updatedAt @map("updated_at")
+
+  members QueueMember[]
+
+  @@map("queues")
+}
+
+model QueueMember {
+  id        String   @id @default(uuid())
+  queueId   String   @map("queue_id")
+  agentId   String   @map("agent_id")
+  penalty   Int      @default(0)
+  createdAt DateTime @default(now()) @map("created_at")
+
+  queue Queue @relation(fields: [queueId], references: [id], onDelete: Cascade)
+  agent Agent @relation(fields: [agentId], references: [id], onDelete: Cascade)
+
+  @@unique([queueId, agentId])
+  @@map("queue_members")
+}
+
+model PauseReason {
+  id                  String   @id @default(uuid())
+  name                String
+  code                String   @unique
+  description         String?
+  maxDurationSeconds  Int?     @map("max_duration_seconds")
+  paid                Boolean  @default(false)
+  active              Boolean  @default(true)
+  createdAt           DateTime @default(now()) @map("created_at")
+  updatedAt           DateTime @updatedAt @map("updated_at")
+
+  pauseEvents AgentPauseEvent[]
+
+  @@map("pause_reasons")
+}
+
+model Agent {
+  id               String   @id @default(uuid())
+  code             String   @unique
+  name             String
+  userId           String   @unique @map("user_id")
+  active           Boolean  @default(true)
+  currentExtension String?  @map("current_extension")
+  createdAt        DateTime @default(now()) @map("created_at")
+  updatedAt        DateTime @updatedAt @map("updated_at")
+
+  user        User              @relation(fields: [userId], references: [id], onDelete: Cascade)
+  sessions    AgentSession[]
+  stateEvents AgentStateEvent[]
+  pauseEvents AgentPauseEvent[]
+  queues      QueueMember[]
+
+  @@map("agents")
+}
+
+model AgentSession {
+  id        String    @id @default(uuid())
+  agentId   String    @map("agent_id")
+  extension String
+  startedAt DateTime  @default(now()) @map("started_at")
+  endedAt   DateTime? @map("ended_at")
+
+  agent Agent @relation(fields: [agentId], references: [id], onDelete: Cascade)
+
+  @@index([agentId])
+  @@map("agent_sessions")
+}
+
+enum AgentState {
+  OFFLINE
+  LOGGED_IN
+  AVAILABLE
+  RINGING
+  IN_CALL
+  WRAP_UP
+  PAUSED
+}
+
+// Trilha de auditoria da máquina de estados do agente (agente.md seção 48).
+// Sempre exatamente um registro "aberto" (endedAt = null) por agente.
+model AgentStateEvent {
+  id        String     @id @default(uuid())
+  agentId   String     @map("agent_id")
+  state     AgentState
+  startedAt DateTime   @default(now()) @map("started_at")
+  endedAt   DateTime?  @map("ended_at")
+
+  agent Agent @relation(fields: [agentId], references: [id], onDelete: Cascade)
+
+  @@index([agentId, endedAt])
+  @@map("agent_state_events")
+}
+
+model AgentPauseEvent {
+  id            String    @id @default(uuid())
+  agentId       String    @map("agent_id")
+  pauseReasonId String    @map("pause_reason_id")
+  startedAt     DateTime  @default(now()) @map("started_at")
+  endedAt       DateTime? @map("ended_at")
+
+  agent       Agent       @relation(fields: [agentId], references: [id], onDelete: Cascade)
+  pauseReason PauseReason @relation(fields: [pauseReasonId], references: [id], onDelete: Restrict)
+
+  @@index([agentId, endedAt])
+  @@map("agent_pause_events")
+}