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feat: add call center queues

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- 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).
This commit is contained in:
B2BCall Bootstrap
2026-08-27 13:38:19 -03:00
parent cf3fc4b3ef
commit 63103d4335
29 changed files with 1627 additions and 15 deletions
Download Patch File Download Diff File Expand all files Collapse all files

149
packages/database/prisma/migrations/20260827161848_add_call_center/migration.sql Normal file
View File

@@ -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;

143
packages/database/prisma/schema.prisma
View File

@@ -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")
}