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).
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@@ -0,0 +1,149 @@
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-- CreateEnum
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CREATE TYPE "QueueStrategy" AS ENUM ('ringall', 'leastrecent', 'fewestcalls', 'random', 'rrmemory', 'rrordered', 'linear', 'wrandom');
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-- CreateEnum
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CREATE TYPE "AgentState" AS ENUM ('OFFLINE', 'LOGGED_IN', 'AVAILABLE', 'RINGING', 'IN_CALL', 'WRAP_UP', 'PAUSED');
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-- CreateTable
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CREATE TABLE "queues" (
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"id" TEXT NOT NULL,
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"name" TEXT NOT NULL,
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"number" TEXT NOT NULL,
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"strategy" "QueueStrategy" NOT NULL DEFAULT 'ringall',
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"timeout" INTEGER NOT NULL DEFAULT 15,
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"retry" INTEGER NOT NULL DEFAULT 5,
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"wrap_up_time" INTEGER NOT NULL DEFAULT 0,
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"max_len" INTEGER NOT NULL DEFAULT 0,
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"music_on_hold" TEXT NOT NULL DEFAULT 'default',
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"announce" TEXT,
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"service_level" INTEGER NOT NULL DEFAULT 60,
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"auto_fill" BOOLEAN NOT NULL DEFAULT true,
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"ring_in_use" BOOLEAN NOT NULL DEFAULT true,
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"weight" INTEGER NOT NULL DEFAULT 0,
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"enabled" BOOLEAN NOT NULL DEFAULT true,
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"created_at" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
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"updated_at" TIMESTAMP(3) NOT NULL,
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CONSTRAINT "queues_pkey" PRIMARY KEY ("id")
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);
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-- CreateTable
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CREATE TABLE "queue_members" (
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"id" TEXT NOT NULL,
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"queue_id" TEXT NOT NULL,
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"agent_id" TEXT NOT NULL,
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"penalty" INTEGER NOT NULL DEFAULT 0,
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"created_at" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
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CONSTRAINT "queue_members_pkey" PRIMARY KEY ("id")
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);
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-- CreateTable
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CREATE TABLE "pause_reasons" (
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"id" TEXT NOT NULL,
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"name" TEXT NOT NULL,
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"code" TEXT NOT NULL,
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"description" TEXT,
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"max_duration_seconds" INTEGER,
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"paid" BOOLEAN NOT NULL DEFAULT false,
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"active" BOOLEAN NOT NULL DEFAULT true,
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"created_at" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
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"updated_at" TIMESTAMP(3) NOT NULL,
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CONSTRAINT "pause_reasons_pkey" PRIMARY KEY ("id")
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);
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-- CreateTable
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CREATE TABLE "agents" (
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"id" TEXT NOT NULL,
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"code" TEXT NOT NULL,
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"name" TEXT NOT NULL,
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"user_id" TEXT NOT NULL,
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"active" BOOLEAN NOT NULL DEFAULT true,
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"current_extension" TEXT,
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"created_at" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
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"updated_at" TIMESTAMP(3) NOT NULL,
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CONSTRAINT "agents_pkey" PRIMARY KEY ("id")
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);
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-- CreateTable
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CREATE TABLE "agent_sessions" (
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"id" TEXT NOT NULL,
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"agent_id" TEXT NOT NULL,
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"extension" TEXT NOT NULL,
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"started_at" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
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"ended_at" TIMESTAMP(3),
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CONSTRAINT "agent_sessions_pkey" PRIMARY KEY ("id")
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);
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-- CreateTable
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CREATE TABLE "agent_state_events" (
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"id" TEXT NOT NULL,
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"agent_id" TEXT NOT NULL,
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"state" "AgentState" NOT NULL,
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"started_at" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
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"ended_at" TIMESTAMP(3),
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CONSTRAINT "agent_state_events_pkey" PRIMARY KEY ("id")
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);
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-- CreateTable
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CREATE TABLE "agent_pause_events" (
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"id" TEXT NOT NULL,
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"agent_id" TEXT NOT NULL,
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"pause_reason_id" TEXT NOT NULL,
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"started_at" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
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"ended_at" TIMESTAMP(3),
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CONSTRAINT "agent_pause_events_pkey" PRIMARY KEY ("id")
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);
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-- CreateIndex
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CREATE UNIQUE INDEX "queues_name_key" ON "queues"("name");
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-- CreateIndex
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CREATE UNIQUE INDEX "queues_number_key" ON "queues"("number");
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-- CreateIndex
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CREATE UNIQUE INDEX "queue_members_queue_id_agent_id_key" ON "queue_members"("queue_id", "agent_id");
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-- CreateIndex
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CREATE UNIQUE INDEX "pause_reasons_code_key" ON "pause_reasons"("code");
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-- CreateIndex
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CREATE UNIQUE INDEX "agents_code_key" ON "agents"("code");
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-- CreateIndex
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CREATE UNIQUE INDEX "agents_user_id_key" ON "agents"("user_id");
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-- CreateIndex
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CREATE INDEX "agent_sessions_agent_id_idx" ON "agent_sessions"("agent_id");
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-- CreateIndex
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CREATE INDEX "agent_state_events_agent_id_ended_at_idx" ON "agent_state_events"("agent_id", "ended_at");
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-- CreateIndex
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CREATE INDEX "agent_pause_events_agent_id_ended_at_idx" ON "agent_pause_events"("agent_id", "ended_at");
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-- AddForeignKey
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ALTER TABLE "queue_members" ADD CONSTRAINT "queue_members_queue_id_fkey" FOREIGN KEY ("queue_id") REFERENCES "queues"("id") ON DELETE CASCADE ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "queue_members" ADD CONSTRAINT "queue_members_agent_id_fkey" FOREIGN KEY ("agent_id") REFERENCES "agents"("id") ON DELETE CASCADE ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "agents" ADD CONSTRAINT "agents_user_id_fkey" FOREIGN KEY ("user_id") REFERENCES "users"("id") ON DELETE CASCADE ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "agent_sessions" ADD CONSTRAINT "agent_sessions_agent_id_fkey" FOREIGN KEY ("agent_id") REFERENCES "agents"("id") ON DELETE CASCADE ON UPDATE CASCADE;
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-- AddForeignKey
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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;
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-- AddForeignKey
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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;
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-- AddForeignKey
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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;
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@@ -31,6 +31,7 @@ model User {
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sessions Session[]
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passwordResetTokens PasswordResetToken[]
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auditLogs AuditLog[]
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agent Agent?
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@@map("users")
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}
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@@ -251,3 +252,145 @@ model DialplanVersion {
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@@map("dialplan_versions")
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}
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// ===========================================================================
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// Fase 5 — Call Center. Usuário da aplicação (User) e agente de Call Center
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// (Agent) são conceitos separados (agente.md seção 16): uma pessoa pode
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// possuir os dois associados 1:1.
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// ===========================================================================
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enum QueueStrategy {
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ringall
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leastrecent
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fewestcalls
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random
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rrmemory
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rrordered
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linear
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wrandom
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}
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model Queue {
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id String @id @default(uuid())
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name String @unique
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number String @unique
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strategy QueueStrategy @default(ringall)
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timeout Int @default(15)
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retry Int @default(5)
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wrapUpTime Int @default(0) @map("wrap_up_time")
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maxLen Int @default(0) @map("max_len")
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musicOnHold String @default("default") @map("music_on_hold")
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announce String?
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serviceLevel Int @default(60) @map("service_level")
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autoFill Boolean @default(true) @map("auto_fill")
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ringInUse Boolean @default(true) @map("ring_in_use")
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weight Int @default(0)
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enabled Boolean @default(true)
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createdAt DateTime @default(now()) @map("created_at")
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updatedAt DateTime @updatedAt @map("updated_at")
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members QueueMember[]
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@@map("queues")
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}
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model QueueMember {
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id String @id @default(uuid())
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queueId String @map("queue_id")
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agentId String @map("agent_id")
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penalty Int @default(0)
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createdAt DateTime @default(now()) @map("created_at")
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queue Queue @relation(fields: [queueId], references: [id], onDelete: Cascade)
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agent Agent @relation(fields: [agentId], references: [id], onDelete: Cascade)
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@@unique([queueId, agentId])
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@@map("queue_members")
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}
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model PauseReason {
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id String @id @default(uuid())
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name String
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code String @unique
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description String?
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maxDurationSeconds Int? @map("max_duration_seconds")
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paid Boolean @default(false)
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active Boolean @default(true)
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createdAt DateTime @default(now()) @map("created_at")
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updatedAt DateTime @updatedAt @map("updated_at")
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pauseEvents AgentPauseEvent[]
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@@map("pause_reasons")
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}
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model Agent {
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id String @id @default(uuid())
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code String @unique
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name String
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userId String @unique @map("user_id")
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active Boolean @default(true)
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currentExtension String? @map("current_extension")
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createdAt DateTime @default(now()) @map("created_at")
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updatedAt DateTime @updatedAt @map("updated_at")
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user User @relation(fields: [userId], references: [id], onDelete: Cascade)
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sessions AgentSession[]
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stateEvents AgentStateEvent[]
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pauseEvents AgentPauseEvent[]
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queues QueueMember[]
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@@map("agents")
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}
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model AgentSession {
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id String @id @default(uuid())
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agentId String @map("agent_id")
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extension String
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startedAt DateTime @default(now()) @map("started_at")
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endedAt DateTime? @map("ended_at")
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agent Agent @relation(fields: [agentId], references: [id], onDelete: Cascade)
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@@index([agentId])
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@@map("agent_sessions")
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}
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enum AgentState {
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OFFLINE
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LOGGED_IN
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AVAILABLE
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RINGING
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IN_CALL
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WRAP_UP
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PAUSED
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}
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// Trilha de auditoria da máquina de estados do agente (agente.md seção 48).
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// Sempre exatamente um registro "aberto" (endedAt = null) por agente.
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model AgentStateEvent {
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id String @id @default(uuid())
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agentId String @map("agent_id")
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state AgentState
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startedAt DateTime @default(now()) @map("started_at")
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endedAt DateTime? @map("ended_at")
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agent Agent @relation(fields: [agentId], references: [id], onDelete: Cascade)
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@@index([agentId, endedAt])
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@@map("agent_state_events")
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}
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model AgentPauseEvent {
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id String @id @default(uuid())
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agentId String @map("agent_id")
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pauseReasonId String @map("pause_reason_id")
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startedAt DateTime @default(now()) @map("started_at")
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endedAt DateTime? @map("ended_at")
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agent Agent @relation(fields: [agentId], references: [id], onDelete: Cascade)
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pauseReason PauseReason @relation(fields: [pauseReasonId], references: [id], onDelete: Restrict)
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@@index([agentId, endedAt])
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@@map("agent_pause_events")
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}
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