fix: remove example from schema description — AI was copying it verbatim

Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>

.woodpecker.yml

@@ -0,0 +1,24 @@
+# Woodpecker CI pipeline for Helix Engage Server (sidecar)
+
+when:
+  - event: [push, manual]
+
+steps:
+  unit-tests:
+    image: node:20
+    commands:
+      - npm ci
+      - npm test -- --ci --forceExit
+
+  notify-teams:
+    image: curlimages/curl
+    environment:
+      TEAMS_WEBHOOK:
+        from_secret: teams_webhook
+    commands:
+      - >
+        curl -s -X POST "$TEAMS_WEBHOOK"
+        -H "Content-Type:application/json"
+        -d '{"type":"message","attachments":[{"contentType":"application/vnd.microsoft.card.adaptive","content":{"type":"AdaptiveCard","version":"1.4","body":[{"type":"TextBlock","size":"Medium","weight":"Bolder","text":"Helix Engage Server — Build #'"$CI_PIPELINE_NUMBER"'"},{"type":"TextBlock","text":"Branch: '"$CI_COMMIT_BRANCH"'","wrap":true},{"type":"TextBlock","text":"'"$(echo $CI_COMMIT_MESSAGE | head -c 80)"'","wrap":true}],"actions":[{"type":"Action.OpenUrl","title":"View Pipeline","url":"https://operations.healix360.net/repos/2/pipeline/'"$CI_PIPELINE_NUMBER"'"}]}}]}'
+    when:
+      - status: [success, failure]

src/ai/ai-chat.controller.ts

@@ -1,10 +1,13 @@
 import { Controller, Post, Body, Headers, Req, Res, HttpException, Logger } from '@nestjs/common';
 import { ConfigService } from '@nestjs/config';
 import type { Request, Response } from 'express';
-import { generateText, streamText, tool, stepCountIs } from 'ai';
+import { generateText, streamText, Output, tool, stepCountIs } from 'ai';
 import type { LanguageModel } from 'ai';
+import { aiResponseSchema } from './ai-response-schema';
 import { z } from 'zod';
 import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+import { CallerResolutionService } from '../caller/caller-resolution.service';
+import { CallerContextService } from '../caller/caller-context.service';
 import { createAiModel, isAiConfigured } from './ai-provider';
 import { AiConfigService } from '../config/ai-config.service';
 import { DOCTOR_VISIT_SLOTS_FRAGMENT, normalizeDoctors } from '../shared/doctor-utils';
@@ -26,6 +29,8 @@ export class AiChatController {
         private config: ConfigService,
         private platform: PlatformGraphqlService,
         private aiConfig: AiConfigService,
+        private caller: CallerResolutionService,
+        private callerContext: CallerContextService,
     ) {
         const cfg = aiConfig.getConfig();
         this.aiModel = createAiModel({
@@ -94,16 +99,20 @@ export class AiChatController {
             const kb = await this.buildKnowledgeBase(auth);
             systemPrompt = this.buildSystemPrompt(kb);
 
-            // Inject caller context so the AI knows who is selected
+            // Inject pre-fetched caller context (appointments, call history,
-            if (ctx) {
+            // activities, AI summary) so the LLM can answer from the KB
-                const parts: string[] = [];
+            // without tool calls. No UUIDs exposed — only human-readable data.
-                if (ctx.leadName) parts.push(`Currently viewing/talking to: ${ctx.leadName}`);
+            if (ctx?.leadId) {
-                if (ctx.callerPhone) parts.push(`Phone: ${ctx.callerPhone}`);
+                const callerCtx = await this.callerContext.getOrBuild(ctx.leadId, '', auth);
-                if (ctx.leadId) parts.push(`Lead ID: ${ctx.leadId}`);
+                if (callerCtx) {
-                if (parts.length) {
+                    systemPrompt += `\n\n${this.callerContext.renderForPrompt(callerCtx)}`;
-                    systemPrompt += `\n\nCURRENT CONTEXT:\n${parts.join('\n')}\nUse this context to answer questions about "this patient" or "this caller" without asking for their name.`;
+                    if (callerCtx.suggestionTriggers?.length) {
+                        systemPrompt += this.callerContext.renderSuggestionsForPrompt(callerCtx.suggestionTriggers);
                     }
                 }
+            } else if (ctx?.callerPhone) {
+                systemPrompt += `\n\nCURRENT CONTEXT:\nCaller phone: ${ctx.callerPhone}\nNew caller — no prior records.`;
+            }
         }
 
         const platformService = this.platform;
@@ -271,7 +280,7 @@ export class AiChatController {
                 inputSchema: z.object({}),
                 execute: async () => {
                     const data = await platformService.queryWithAuth<any>(
-                        `{ calls(first: 100, filter: { callStatus: { eq: MISSED }, callbackstatus: { eq: PENDING_CALLBACK } }) { edges { node { id callerNumber { primaryPhoneNumber } startedAt agentName sla } } } }`,
+                        `{ calls(first: 100, filter: { callStatus: { eq: MISSED }, callbackStatus: { eq: PENDING_CALLBACK } }) { edges { node { id callerNumber { primaryPhoneNumber } startedAt agentName sla } } } }`,
                         undefined, auth,
                     );
                     const breached = data.calls.edges
@@ -293,6 +302,54 @@ export class AiChatController {
         };
 
         // Agent tools — patient lookup, appointments, doctors
+        //
+        // UUID safety: LLMs hallucinate 36-char identifiers once the context
+        // starts wearing thin (dropped hyphens, swapped chars). To keep the
+        // model off the UUID path for "this caller" questions, the tools
+        // below accept their id arguments OPTIONALLY — when omitted we fall
+        // back to the leadId carried on the call context, and resolve
+        // patientId from it server-side. The model is instructed (see
+        // ccAgentHelper prompt) to omit the id entirely when asking about
+        // the current caller, so it never has to echo the UUID back.
+        //
+        // Every tool below logs a one-line structured trace via `toolLog`:
+        //   [AI-TOOL] <name> args=<...> resolved=<...> result=<...>
+        // This lets us see which tool the model chose, whether it passed
+        // the UUID through or used the context fallback, and what came
+        // back. Tail sidecar logs while testing and you'll see the full
+        // orchestration trail for each chat turn.
+        const logger = this.logger;
+        const toolLog = (name: string, args: Record<string, unknown>, outcome: Record<string, unknown>) => {
+            // Print full values — UUIDs in particular are kept intact so we
+            // can diff the model's argument against the platform record when
+            // hunting hallucinated ids. Grep with `AI-TOOL` to pull the
+            // orchestration trail for a given chat turn.
+            const argStr = Object.entries(args).map(([k, v]) => `${k}=${v ?? '∅'}`).join(' ');
+            const outStr = Object.entries(outcome).map(([k, v]) => `${k}=${v ?? '∅'}`).join(' ');
+            logger.log(`[AI-TOOL] ${name} ${argStr} → ${outStr}`);
+        };
+
+        let cachedPatientId: string | undefined;
+        const resolveLeadId = (arg?: string): string | undefined => arg || ctx?.leadId || undefined;
+        const resolvePatientId = async (arg?: string): Promise<string | undefined> => {
+            if (arg) return arg;
+            if (cachedPatientId) return cachedPatientId;
+            const lid = ctx?.leadId;
+            if (!lid) return undefined;
+            try {
+                const data = await platformService.queryWithAuth<any>(
+                    `{ lead(filter: { id: { eq: "${lid}" } }) { id patientId } }`,
+                    undefined, auth,
+                );
+                cachedPatientId = data?.lead?.patientId ?? undefined;
+                logger.log(`[AI-TOOL] resolvePatientId lead=${lid} patientId=${cachedPatientId ?? '∅'}`);
+                return cachedPatientId;
+            } catch (err: any) {
+                logger.warn(`[AI-TOOL] resolvePatientId failed: ${err?.message ?? err}`);
+                return undefined;
+            }
+        };
+
         const agentTools = {
                 lookup_patient: tool({
                     description: 'Search for a patient/lead by phone number or name. Returns their profile, lead status, AI summary.',
@@ -327,24 +384,32 @@ export class AiChatController {
                             return false;
                         });
 
+                        toolLog('lookup_patient', { phone, name }, { scanned: leads.length, matched: matched.length });
                         if (!matched.length) return { found: false, message: 'No patient/lead found.' };
                         return { found: true, count: matched.length, leads: matched };
                     },
                 }),
 
                 lookup_appointments: tool({
-                    description: 'Get appointments for a patient. Returns doctor, department, date, status.',
+                    description: 'Get appointments for a patient. Omit patientId to use the current caller — do NOT re-type a UUID you saw in context; just call with no arguments.',
                     inputSchema: z.object({
-                        patientId: z.string().describe('Patient ID'),
+                        patientId: z.string().optional().describe('Patient ID (omit when asking about the current caller)'),
                     }),
                     execute: async ({ patientId }) => {
+                        const resolved = await resolvePatientId(patientId);
+                        if (!resolved) {
+                            toolLog('lookup_appointments', { patientId }, { resolved: null, result: 'no-context' });
+                            return { appointments: [], message: 'No patient context — ask the agent which patient.' };
+                        }
                         const data = await platformService.queryWithAuth<any>(
-                            `{ appointments(first: 20, filter: { patientId: { eq: "${patientId}" } }, orderBy: [{ scheduledAt: DescNullsLast }]) { edges { node {
+                            `{ appointments(first: 20, filter: { patientId: { eq: "${resolved}" } }, orderBy: [{ scheduledAt: DescNullsLast }]) { edges { node {
                                 id scheduledAt status doctorName department reasonForVisit
                             } } } }`,
                             undefined, auth,
                         );
-                        return { appointments: data.appointments.edges.map((e: any) => e.node) };
+                        const appointments = data.appointments.edges.map((e: any) => e.node);
+                        toolLog('lookup_appointments', { patientId }, { resolved, count: appointments.length });
+                        return { appointments };
                     },
                 }),
 
@@ -373,24 +438,25 @@ export class AiChatController {
                             const full = `${fn} ${ln}`;
                             return searchWords.some(w => w.length > 1 && (fn.includes(w) || ln.includes(w) || full.includes(w)));
                         });
-                        this.logger.log(`[TOOL] lookup_doctor: search="${doctorName}" → ${matched.length} results`);
+                        toolLog('lookup_doctor', { doctorName }, { scanned: doctors.length, matched: matched.length });
                         if (!matched.length) return { found: false, message: `No doctor matching "${doctorName}". Available: ${doctors.map((d: any) => `Dr. ${d.fullName?.lastName ?? d.fullName?.firstName}`).join(', ')}` };
                         return { found: true, doctors: matched };
                     },
                 }),
 
                 book_appointment: tool({
-                    description: 'Book an appointment for a patient. Collect patient name, phone, department, doctor, preferred date/time, and reason before calling this.',
+                    description: 'Book an appointment for a patient. Collect patient name, phone, department, doctor, clinic/branch, preferred date/time, and reason before calling this.',
                     inputSchema: z.object({
                         patientName: z.string().describe('Full name of the patient'),
                         phoneNumber: z.string().describe('Patient phone number'),
                         department: z.string().describe('Department for the appointment'),
                         doctorName: z.string().describe('Doctor name'),
+                        clinicId: z.string().optional().describe('Clinic/branch ID — get from lookup_doctor results'),
                         scheduledAt: z.string().describe('Date and time in ISO format (e.g. 2026-04-01T10:00:00)'),
                         reason: z.string().describe('Reason for visit'),
                     }),
-                    execute: async ({ patientName, phoneNumber, department, doctorName, scheduledAt, reason }) => {
+                    execute: async ({ patientName, phoneNumber, department, doctorName, clinicId, scheduledAt, reason }) => {
-                        this.logger.log(`[TOOL] book_appointment: ${patientName} | ${phoneNumber} | ${department} | ${doctorName} | ${scheduledAt}`);
+                        toolLog('book_appointment', { patientName, phoneNumber, department, doctorName, clinicId, scheduledAt }, { reason: reason?.slice(0, 40) });
                         try {
                             const result = await platformService.queryWithAuth<any>(
                                 `mutation($data: AppointmentCreateInput!) { createAppointment(data: $data) { id } }`,
@@ -402,17 +468,20 @@ export class AiChatController {
                                         doctorName,
                                         department,
                                         reasonForVisit: reason,
+                                        ...(clinicId ? { clinicId } : {}),
                                     },
                                 },
                                 auth,
                             );
                             const id = result?.createAppointment?.id;
                             if (id) {
+                                toolLog('book_appointment', { doctorName }, { booked: true, appointmentId: id });
                                 return { booked: true, appointmentId: id, message: `Appointment booked for ${patientName} with ${doctorName} on ${scheduledAt}. Reference: ${id.substring(0, 8)}` };
                             }
+                            toolLog('book_appointment', { doctorName }, { booked: false });
                             return { booked: false, message: 'Appointment creation failed.' };
                         } catch (err: any) {
-                            this.logger.error(`[TOOL] book_appointment failed: ${err.message}`);
+                            logger.error(`[AI-TOOL] book_appointment failed: ${err.message}`);
                             return { booked: false, message: `Failed to book: ${err.message}` };
                         }
                     },
@@ -426,51 +495,131 @@ export class AiChatController {
                         interest: z.string().describe('What they are enquiring about'),
                     }),
                     execute: async ({ name, phoneNumber, interest }) => {
-                        this.logger.log(`[TOOL] create_lead: ${name} | ${phoneNumber} | ${interest}`);
+                        toolLog('create_lead', { name, phoneNumber, interest: interest?.slice(0, 40) }, {});
                         try {
                             const cleanPhone = phoneNumber.replace(/[^0-9]/g, '').slice(-10);
-                            const result = await platformService.queryWithAuth<any>(
+                            const resolved = await this.caller.resolve(cleanPhone, auth);
+                            const firstName = name.split(' ')[0];
+                            const lastName = name.split(' ').slice(1).join(' ') || '';
+
+                            if (resolved.isNew) {
+                                // Net-new caller — create Patient + Lead with
+                                // the AI-collected name from the conversation.
+                                let patientId: string | undefined;
+                                try {
+                                    const p = await platformService.queryWithAuth<any>(
+                                        `mutation($data: PatientCreateInput!) { createPatient(data: $data) { id } }`,
+                                        {
+                                            data: {
+                                                fullName: { firstName, lastName },
+                                                phones: { primaryPhoneNumber: `+91${cleanPhone}` },
+                                                patientType: 'NEW',
+                                            },
+                                        },
+                                        auth,
+                                    );
+                                    patientId = p?.createPatient?.id;
+                                } catch (err: any) {
+                                    logger.warn(`[AI-TOOL] create_lead patient create failed: ${err.message}`);
+                                }
+                                const created = await platformService.queryWithAuth<any>(
                                     `mutation($data: LeadCreateInput!) { createLead(data: $data) { id } }`,
                                     {
                                         data: {
                                             name: `AI Enquiry — ${name}`,
-                                        contactName: {
+                                            contactName: { firstName, lastName },
-                                            firstName: name.split(' ')[0],
-                                            lastName: name.split(' ').slice(1).join(' ') || '',
-                                        },
                                             contactPhone: { primaryPhoneNumber: `+91${cleanPhone}` },
                                             source: 'PHONE',
                                             status: 'NEW',
                                             interestedService: interest,
+                                            ...(patientId ? { patientId } : {}),
+                                        },
+                                    },
+                                    auth,
+                                );
+                                const id = created?.createLead?.id;
+                                if (id) {
+                                    toolLog('create_lead', { name }, { created: true, isNew: true, leadId: id });
+                                    return { created: true, leadId: id, message: `Lead created for ${name}. Our team will follow up on ${phoneNumber}.` };
+                                }
+                                toolLog('create_lead', { name }, { created: false });
+                                return { created: false, message: 'Lead creation failed.' };
+                            }
+
+                            // Existing record — update with AI-collected name.
+                            await platformService.queryWithAuth<any>(
+                                `mutation($id: UUID!, $data: LeadUpdateInput!) { updateLead(id: $id, data: $data) { id } }`,
+                                {
+                                    id: resolved.leadId,
+                                    data: {
+                                        name: `AI Enquiry — ${name}`,
+                                        contactName: { firstName, lastName },
+                                        source: 'PHONE',
+                                        status: 'NEW',
+                                        interestedService: interest,
                                     },
                                 },
                                 auth,
                             );
-                            const id = result?.createLead?.id;
+                            if (resolved.patientId) {
-                            if (id) {
+                                await platformService.queryWithAuth<any>(
-                                return { created: true, leadId: id, message: `Lead created for ${name}. Our team will follow up on ${phoneNumber}.` };
+                                    `mutation($id: UUID!, $data: PatientUpdateInput!) { updatePatient(id: $id, data: $data) { id } }`,
+                                    { id: resolved.patientId, data: { fullName: { firstName, lastName } } },
+                                    auth,
+                                ).catch(() => {});
                             }
-                            return { created: false, message: 'Lead creation failed.' };
+                            toolLog('create_lead', { name }, { created: true, isNew: false, leadId: resolved.leadId });
+                            return { created: true, leadId: resolved.leadId, message: `Lead updated for ${name}. Our team will follow up on ${phoneNumber}.` };
                         } catch (err: any) {
-                            this.logger.error(`[TOOL] create_lead failed: ${err.message}`);
+                            logger.error(`[AI-TOOL] create_lead failed: ${err.message}`);
                             return { created: false, message: `Failed: ${err.message}` };
                         }
                     },
                 }),
 
                 lookup_call_history: tool({
-                    description: 'Get call log for a lead — all inbound/outbound calls with dispositions and durations.',
+                    description: 'Get call log for a lead — all inbound/outbound calls with dispositions and durations. Omit leadId to use the current caller — do NOT re-type a UUID you saw in context; just call with no arguments.',
                     inputSchema: z.object({
-                        leadId: z.string().describe('Lead ID'),
+                        leadId: z.string().optional().describe('Lead ID (omit when asking about the current caller)'),
                     }),
                     execute: async ({ leadId }) => {
+                        const resolved = resolveLeadId(leadId);
+                        if (!resolved) {
+                            toolLog('lookup_call_history', { leadId }, { resolved: null, result: 'no-context' });
+                            return { calls: [], message: 'No lead context — ask the agent which caller.' };
+                        }
                         const data = await platformService.queryWithAuth<any>(
-                            `{ calls(first: 20, filter: { leadId: { eq: "${leadId}" } }, orderBy: [{ startedAt: DescNullsLast }]) { edges { node {
+                            `{ calls(first: 20, filter: { leadId: { eq: "${resolved}" } }, orderBy: [{ startedAt: DescNullsLast }]) { edges { node {
                                 id direction callStatus agentName startedAt durationSec disposition
                             } } } }`,
                             undefined, auth,
                         );
-                        return { calls: data.calls.edges.map((e: any) => e.node) };
+                        const calls = data.calls.edges.map((e: any) => e.node);
+                        toolLog('lookup_call_history', { leadId }, { resolved, count: calls.length });
+                        return { calls };
+                    },
+                }),
+
+                lookup_lead_activities: tool({
+                    description: 'Get activity log entries for a lead — notes, status changes, enquiries. Omit leadId to use the current caller — do NOT re-type a UUID you saw in context.',
+                    inputSchema: z.object({
+                        leadId: z.string().optional().describe('Lead ID (omit when asking about the current caller)'),
+                    }),
+                    execute: async ({ leadId }) => {
+                        const resolved = resolveLeadId(leadId);
+                        if (!resolved) {
+                            toolLog('lookup_lead_activities', { leadId }, { resolved: null, result: 'no-context' });
+                            return { activities: [], message: 'No lead context — ask the agent which caller.' };
+                        }
+                        const data = await platformService.queryWithAuth<any>(
+                            `{ leadActivities(first: 20, filter: { leadId: { eq: "${resolved}" } }, orderBy: [{ occurredAt: DescNullsLast }]) { edges { node {
+                                id activityType summary occurredAt performedBy channel outcome
+                            } } } }`,
+                            undefined, auth,
+                        );
+                        const activities = data.leadActivities.edges.map((e: any) => e.node);
+                        toolLog('lookup_lead_activities', { leadId }, { resolved, count: activities.length });
+                        return { activities };
                     },
                 }),
             };
@@ -481,6 +630,7 @@ export class AiChatController {
             messages,
             stopWhen: stepCountIs(5),
             tools: isSupervisor ? supervisorTools : agentTools,
+            ...(isSupervisor ? {} : { output: Output.object({ schema: aiResponseSchema }) }),
         });
 
         const response = result.toTextStreamResponse();
@@ -516,16 +666,23 @@ export class AiChatController {
                 `{ clinics(first: 20) { edges { node {
                     id name clinicName
                     addressCustom { addressStreet1 addressCity addressState addressPostcode }
-                    weekdayHours saturdayHours sundayHours
+                    openMonday openTuesday openWednesday openThursday openFriday openSaturday openSunday
+                    opensAt closesAt
                     status walkInAllowed onlineBooking
-                    cancellationWindowHours arriveEarlyMin requiredDocuments
+                    cancellationWindowHours arriveEarlyMin
                     acceptsCash acceptsCard acceptsUpi
+                    requiredDocuments { edges { node { documentType notes } } }
                 } } } }`,
                 undefined, auth,
             );
             const clinics = clinicData.clinics.edges.map((e: any) => e.node);
             if (clinics.length) {
                 sections.push('## CLINICS & TIMINGS');
+                const dayFlags: Array<[string, string]> = [
+                    ['Mon', 'openMonday'], ['Tue', 'openTuesday'], ['Wed', 'openWednesday'],
+                    ['Thu', 'openThursday'], ['Fri', 'openFriday'],
+                    ['Sat', 'openSaturday'], ['Sun', 'openSunday'],
+                ];
                 for (const c of clinics) {
                     const name = c.clinicName ?? c.name;
                     const addr = c.addressCustom
@@ -533,9 +690,15 @@ export class AiChatController {
                         : '';
                     sections.push(`### ${name}`);
                     if (addr) sections.push(`  Address: ${addr}`);
-                    if (c.weekdayHours) sections.push(`  Mon–Fri: ${c.weekdayHours}`);
+                    const openDays = dayFlags.filter(([, flag]) => c[flag]).map(([label]) => label);
-                    if (c.saturdayHours) sections.push(`  Saturday: ${c.saturdayHours}`);
+                    if (openDays.length) {
-                    sections.push(`  Sunday: ${c.sundayHours ?? 'Closed'}`);
+                        const hours = c.opensAt && c.closesAt ? ` ${c.opensAt}–${c.closesAt}` : '';
+                        sections.push(`  Open: ${openDays.join(', ')}${hours}`);
+                    }
+                    const closedDays = dayFlags.filter(([, flag]) => !c[flag]).map(([label]) => label);
+                    if (closedDays.length) {
+                        sections.push(`  Closed: ${closedDays.join(', ')}`);
+                    }
                     if (c.walkInAllowed) sections.push(`  Walk-ins: Accepted`);
                 }
 
@@ -543,7 +706,8 @@ export class AiChatController {
                 const rules: string[] = [];
                 if (rulesClinic.cancellationWindowHours) rules.push(`Free cancellation up to ${rulesClinic.cancellationWindowHours}h before`);
                 if (rulesClinic.arriveEarlyMin) rules.push(`Arrive ${rulesClinic.arriveEarlyMin}min early`);
-                if (rulesClinic.requiredDocuments) rules.push(`First-time patients bring ${rulesClinic.requiredDocuments}`);
+                const docs = rulesClinic.requiredDocuments?.edges?.map((e: any) => e.node?.documentType).filter(Boolean) ?? [];
+                if (docs.length) rules.push(`First-time patients bring: ${docs.join(', ')}`);
                 if (rulesClinic.walkInAllowed) rules.push('Walk-ins accepted');
                 if (rulesClinic.onlineBooking) rules.push('Online booking available');
                 if (rules.length) {

src/ai/ai-response-schema.ts

@@ -0,0 +1,14 @@
+import { z } from 'zod';
+
+export const aiResponseSchema = z.object({
+    message: z.string().describe('Brief 2-3 sentence summary in plain conversational sentences. NEVER include suggestions, bullet lists, markdown, headers, or field labels here — those belong in the suggestions array only.'),
+    suggestions: z.array(z.object({
+        id: z.string().describe('Unique suggestion ID like s1, s2'),
+        type: z.enum(['upsell', 'crosssell', 'retention', 'operational']),
+        title: z.string().describe('Short title for the suggestion pill'),
+        script: z.string().describe('2-3 sentence script the agent can read aloud to the caller'),
+        priority: z.enum(['high', 'medium', 'low']),
+    })).describe('0-4 contextual suggestions based on business rules. Include on first response, update on subsequent.'),
+});
+
+export type AiResponse = z.infer<typeof aiResponseSchema>;

src/ai/ai.module.ts

@@ -1,10 +1,11 @@
-import { Module } from '@nestjs/common';
+import { Module, forwardRef } from '@nestjs/common';
 import { PlatformModule } from '../platform/platform.module';
 import { AiEnrichmentService } from './ai-enrichment.service';
 import { AiChatController } from './ai-chat.controller';
+import { CallerResolutionModule } from '../caller/caller-resolution.module';
 
 @Module({
-    imports: [PlatformModule],
+    imports: [PlatformModule, forwardRef(() => CallerResolutionModule)],
     controllers: [AiChatController],
     providers: [AiEnrichmentService],
     exports: [AiEnrichmentService],

src/app.module.ts

@@ -21,6 +21,9 @@ import { RulesEngineModule } from './rules-engine/rules-engine.module';
 import { ConfigThemeModule } from './config/config-theme.module';
 import { WidgetModule } from './widget/widget.module';
 import { TeamModule } from './team/team.module';
+import { MasterdataModule } from './masterdata/masterdata.module';
+import { LeadsModule } from './leads/leads.module';
+import { TelephonyRegistrationService } from './telephony-registration.service';
 
 @Module({
     imports: [
@@ -48,6 +51,9 @@ import { TeamModule } from './team/team.module';
         ConfigThemeModule,
         WidgetModule,
         TeamModule,
+        MasterdataModule,
+        LeadsModule,
     ],
+    providers: [TelephonyRegistrationService],
 })
 export class AppModule {}

src/auth/agent-config.service.ts

@@ -29,7 +29,11 @@ export class AgentConfigService {
         return this.telephony.getConfig().sip.wsPort || '444';
     }
     private get defaultCampaignName(): string {
-        return this.telephony.getConfig().ozonetel.campaignName || 'Inbound_918041763265';
+        // No hardcoded fallback — each Agent entity's own campaignName
+        // field is the source of truth. Env var is the per-workspace
+        // default; if neither is set, the Ozonetel login will use
+        // whatever the agent's entity specifies.
+        return this.telephony.getConfig().ozonetel.campaignName || '';
     }
 
     async getByMemberId(memberId: string): Promise<AgentConfig | null> {

src/auth/auth.controller.ts

@@ -107,11 +107,9 @@ export class AuthController {
 
             // Determine app role from platform roles
             let appRole = 'executive'; // default
-            if (roleLabels.includes('HelixEngage Manager')) {
+            if (roleLabels.includes('HelixEngage Manager') || roleLabels.includes('HelixEngage Supervisor')) {
                 appRole = 'admin';
             } else if (roleLabels.includes('HelixEngage User')) {
-                // Distinguish CC agent from executive by email convention or config
-                // For now, emails containing 'cc' map to cc-agent
                 const email = workspaceMember?.userEmail ?? body.email;
                 appRole = email.includes('cc') ? 'cc-agent' : 'executive';
             }
@@ -140,10 +138,9 @@ export class AuthController {
                         this.logger.warn(`Ozonetel token refresh on login failed: ${err.message}`);
                     });
 
-                    const ozAgentPassword = this.telephony.getConfig().ozonetel.agentPassword || 'Test123$';
                     this.ozonetelAgent.loginAgent({
                         agentId: agentConfig.ozonetelAgentId,
-                        password: ozAgentPassword,
+                        password: agentConfig.sipPassword,
                         phoneNumber: agentConfig.sipExtension,
                         mode: 'blended',
                     }).catch(err => {
@@ -252,9 +249,14 @@ export class AuthController {
                 await this.sessionService.unlockSession(agentConfig.ozonetelAgentId);
                 this.logger.log(`Session unlocked for ${agentConfig.ozonetelAgentId}`);
 
-                this.ozonetelAgent.logoutAgent({
+                // Await the Ozonetel logout so it completes before the
+                // HTTP response returns. Without this, a fast re-login
+                // (e.g. "remember me" auto-fill) races the logout and
+                // the agent lands in "Telephony Unavailable" because
+                // Ozonetel receives login while still processing logout.
+                await this.ozonetelAgent.logoutAgent({
                     agentId: agentConfig.ozonetelAgentId,
-                    password: this.telephony.getConfig().ozonetel.agentPassword || 'Test123$',
+                    password: agentConfig.sipPassword,
                 }).catch(err => this.logger.warn(`Ozonetel logout failed: ${err.message}`));
 
                 this.agentConfigService.clearCache(memberId);

src/auth/session.service.ts

@@ -55,6 +55,26 @@ export class SessionService {
         await this.redis.del(this.key(agentId));
     }
 
+    // Enumerate every active session lock so the maint UI can show which
+    // agentIds are currently held (and by whom) vs free. Uses SCAN, not
+    // KEYS, to avoid blocking Redis on workspaces with many keys.
+    async listLockedSessions(): Promise<Array<{ agentId: string; memberId: string; ip: string; lockedAt: string }>> {
+        const out: Array<{ agentId: string; memberId: string; ip: string; lockedAt: string }> = [];
+        const stream = this.redis.scanStream({ match: 'agent:session:*', count: 100 });
+        const keys: string[] = [];
+        await new Promise<void>((resolve, reject) => {
+            stream.on('data', (chunk: string[]) => keys.push(...chunk));
+            stream.on('end', resolve);
+            stream.on('error', reject);
+        });
+        for (const key of keys) {
+            const agentId = key.slice('agent:session:'.length);
+            const session = await this.getSession(agentId);
+            if (session) out.push({ agentId, ...session });
+        }
+        return out;
+    }
+
     // Generic cache operations for any module
     async getCache(key: string): Promise<string | null> {
         return this.redis.get(key);

src/call-events/lead-enrich.controller.ts

@@ -99,17 +99,9 @@ export class LeadEnrichController {
             );
         }
 
-        // 5. Invalidate the caller cache so the next incoming call from
+        // Caller resolution no longer caches — every resolve() hits the
-        //    this phone number does a fresh platform lookup (and picks
+        // platform fresh via an indexed phone filter. No invalidation
-        //    up the corrected identity + new summary).
+        // needed after enrichment.
-        if (body?.phone) {
-            try {
-                await this.callerResolution.invalidate(body.phone);
-                this.logger.log(`[LEAD-ENRICH] Caller cache invalidated for ${body.phone}`);
-            } catch (err) {
-                this.logger.warn(`[LEAD-ENRICH] Failed to invalidate caller cache: ${err}`);
-            }
-        }
 
         this.logger.log(`[LEAD-ENRICH] Lead ${leadId} enriched successfully`);
 

src/caller/caller-context.service.ts

@@ -0,0 +1,233 @@
+import { Injectable, Logger } from '@nestjs/common';
+import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+import { SessionService } from '../auth/session.service';
+import { evaluateSuggestionRules, type SuggestionTrigger } from '../rules-engine/suggestion-rules';
+
+export type CallerContext = {
+    leadId: string;
+    patientId: string;
+    name: string;
+    phone: string;
+    isNew: boolean;
+    // Lead profile
+    leadSource: string | null;
+    leadStatus: string | null;
+    interestedService: string | null;
+    aiSummary: string | null;
+    contactAttempts: number;
+    lastContacted: string | null;
+    utmCampaign: string | null;
+    // Appointments
+    appointments: Array<{
+        scheduledAt: string;
+        status: string;
+        doctorName: string;
+        department: string;
+        reasonForVisit: string | null;
+    }>;
+    // Recent call history
+    calls: Array<{
+        startedAt: string;
+        direction: string;
+        duration: number | null;
+        disposition: string | null;
+        agentName: string | null;
+    }>;
+    // Lead activities
+    activities: Array<{
+        activityType: string;
+        summary: string | null;
+        occurredAt: string;
+        outcome: string | null;
+    }>;
+    // Rule-driven suggestion triggers
+    suggestionTriggers: SuggestionTrigger[];
+};
+
+const CACHE_KEY_PREFIX = 'caller:context:';
+const CACHE_TTL = 300; // 5 minutes — covers the call duration
+
+@Injectable()
+export class CallerContextService {
+    private readonly logger = new Logger(CallerContextService.name);
+
+    constructor(
+        private readonly platform: PlatformGraphqlService,
+        private readonly session: SessionService,
+    ) {}
+
+    async getOrBuild(leadId: string, patientId: string, auth: string): Promise<CallerContext | null> {
+        if (!leadId) return null;
+
+        // Check cache first
+        const cacheKey = `${CACHE_KEY_PREFIX}${leadId}`;
+        try {
+            const cached = await this.session.getCache(cacheKey);
+            if (cached) {
+                this.logger.log(`[CALLER-CTX] Cache hit for ${leadId}`);
+                return JSON.parse(cached);
+            }
+        } catch {}
+
+        // Build fresh
+        this.logger.log(`[CALLER-CTX] Building context for lead=${leadId} patient=${patientId}`);
+        const ctx = await this.build(leadId, patientId, auth);
+        if (ctx) {
+            this.session.setCache(cacheKey, JSON.stringify(ctx), CACHE_TTL).catch(() => {});
+        }
+        return ctx;
+    }
+
+    // Fire-and-forget pre-warm — called from caller resolution
+    // so the cache is hot when the AI stream fires seconds later.
+    prewarm(leadId: string, patientId: string, auth: string): void {
+        if (!leadId) return;
+        this.getOrBuild(leadId, patientId, auth).catch(err => {
+            this.logger.warn(`[CALLER-CTX] Prewarm failed: ${err.message}`);
+        });
+    }
+
+    private async build(leadId: string, patientId: string, auth: string): Promise<CallerContext | null> {
+        try {
+            const [leadData, appointmentsData, callsData, activitiesData] = await Promise.all([
+                this.platform.queryWithAuth<any>(
+                    `{ lead(filter: { id: { eq: "${leadId}" } }) {
+                        id contactName { firstName lastName }
+                        contactPhone { primaryPhoneNumber }
+                        source status interestedService
+                        aiSummary contactAttempts lastContacted
+                        utmCampaign patientId
+                    } }`,
+                    undefined, auth,
+                ),
+                patientId ? this.platform.queryWithAuth<any>(
+                    `{ appointments(first: 10, filter: { patientId: { eq: "${patientId}" } }, orderBy: [{ scheduledAt: DescNullsLast }]) { edges { node {
+                        scheduledAt status doctorName department reasonForVisit
+                    } } } }`,
+                    undefined, auth,
+                ) : Promise.resolve(null),
+                this.platform.queryWithAuth<any>(
+                    `{ calls(first: 10, filter: { leadId: { eq: "${leadId}" } }, orderBy: [{ startedAt: DescNullsLast }]) { edges { node {
+                        startedAt direction durationSec disposition agentName
+                    } } } }`,
+                    undefined, auth,
+                ),
+                this.platform.queryWithAuth<any>(
+                    `{ leadActivities(first: 10, filter: { leadId: { eq: "${leadId}" } }, orderBy: [{ occurredAt: DescNullsLast }]) { edges { node {
+                        activityType summary occurredAt outcome
+                    } } } }`,
+                    undefined, auth,
+                ),
+            ]);
+
+            const lead = leadData?.lead;
+            if (!lead) return null;
+
+            const firstName = lead.contactName?.firstName ?? '';
+            const lastName = lead.contactName?.lastName ?? '';
+
+            const appointments = (appointmentsData?.appointments?.edges ?? []).map((e: any) => e.node);
+            const calls = (callsData?.calls?.edges ?? []).map((e: any) => ({
+                startedAt: e.node.startedAt,
+                direction: e.node.direction,
+                duration: e.node.durationSec,
+                disposition: e.node.disposition,
+                agentName: e.node.agentName,
+            }));
+
+            const suggestionTriggers = evaluateSuggestionRules({
+                isNew: false,
+                interestedService: lead.interestedService ?? null,
+                leadStatus: lead.status ?? null,
+                contactAttempts: lead.contactAttempts ?? 0,
+                appointments,
+                calls: calls.map((c: any) => ({ direction: c.direction, disposition: c.disposition, startedAt: c.startedAt })),
+                utmCampaign: lead.utmCampaign ?? null,
+                leadSource: lead.source ?? null,
+            });
+
+            return {
+                leadId,
+                patientId: patientId || lead.patientId || '',
+                name: `${firstName} ${lastName}`.trim() || 'Unknown',
+                phone: lead.contactPhone?.primaryPhoneNumber ?? '',
+                isNew: false,
+                leadSource: lead.source ?? null,
+                leadStatus: lead.status ?? null,
+                interestedService: lead.interestedService ?? null,
+                aiSummary: lead.aiSummary ?? null,
+                contactAttempts: lead.contactAttempts ?? 0,
+                lastContacted: lead.lastContacted ?? null,
+                utmCampaign: lead.utmCampaign ?? null,
+                appointments,
+                calls,
+                activities: (activitiesData?.leadActivities?.edges ?? []).map((e: any) => e.node),
+                suggestionTriggers,
+            };
+        } catch (err: any) {
+            this.logger.warn(`[CALLER-CTX] Build failed: ${err.message}`);
+            return null;
+        }
+    }
+
+    renderSuggestionsForPrompt(triggers: SuggestionTrigger[]): string {
+        if (triggers.length === 0) return '';
+        const lines = [
+            '',
+            'SUGGESTION RULES (from business configuration):',
+            'Based on this caller\'s profile, the following suggestions should be offered.',
+            'Generate a natural, conversational script for each that the agent can read aloud.',
+            'Return them in the `suggestions` array of your JSON response.',
+            '',
+        ];
+        triggers.forEach((t, i) => {
+            lines.push(`${i + 1}. [${t.type}/${t.priority}] ${t.title} — ${t.reason}`);
+        });
+        return lines.join('\n');
+    }
+
+    renderForPrompt(ctx: CallerContext): string {
+        const lines: string[] = [];
+        lines.push(`## CURRENT CALLER: ${ctx.name}`);
+        lines.push(`Phone: ${ctx.phone}`);
+        if (ctx.leadSource) lines.push(`Source: ${ctx.leadSource}`);
+        if (ctx.leadStatus) lines.push(`Status: ${ctx.leadStatus}`);
+        if (ctx.interestedService) lines.push(`Interested in: ${ctx.interestedService}`);
+        if (ctx.utmCampaign) lines.push(`Campaign: ${ctx.utmCampaign}`);
+        if (ctx.contactAttempts > 0) lines.push(`Contact attempts: ${ctx.contactAttempts}`);
+        if (ctx.lastContacted) lines.push(`Last contacted: ${ctx.lastContacted}`);
+
+        if (ctx.aiSummary) {
+            lines.push(`\nAI Summary: ${ctx.aiSummary}`);
+        }
+
+        if (ctx.appointments.length > 0) {
+            lines.push(`\n### Appointments (${ctx.appointments.length})`);
+            for (const a of ctx.appointments) {
+                const date = a.scheduledAt ? new Date(a.scheduledAt).toLocaleDateString('en-IN', { day: 'numeric', month: 'short', year: 'numeric' }) : '?';
+                lines.push(`- ${date} | ${a.doctorName ?? '?'} (${a.department ?? '?'}) | ${a.status}${a.reasonForVisit ? ` | ${a.reasonForVisit}` : ''}`);
+            }
+        } else {
+            lines.push('\nNo appointments on record.');
+        }
+
+        if (ctx.calls.length > 0) {
+            lines.push(`\n### Call History (last ${ctx.calls.length})`);
+            for (const c of ctx.calls) {
+                const date = c.startedAt ? new Date(c.startedAt).toLocaleDateString('en-IN', { day: 'numeric', month: 'short', year: 'numeric' }) : '?';
+                const dur = c.duration ? `${Math.floor(c.duration / 60)}m${c.duration % 60}s` : '?';
+                lines.push(`- ${date} | ${c.direction ?? '?'} | ${dur} | ${c.disposition ?? 'No disposition'}${c.agentName ? ` | Agent: ${c.agentName}` : ''}`);
+            }
+        }
+
+        if (ctx.activities.length > 0) {
+            lines.push(`\n### Recent Activity (last ${ctx.activities.length})`);
+            for (const a of ctx.activities) {
+                const date = a.occurredAt ? new Date(a.occurredAt).toLocaleDateString('en-IN', { day: 'numeric', month: 'short', year: 'numeric' }) : '?';
+                lines.push(`- ${date} | ${a.activityType}${a.summary ? `: ${a.summary}` : ''}${a.outcome ? ` → ${a.outcome}` : ''}`);
+            }
+        }
+
+        return lines.join('\n');
+    }
+}

src/caller/caller-resolution.controller.ts

@@ -1,11 +1,15 @@
 import { Controller, Post, Body, Headers, HttpException, HttpStatus, Logger } from '@nestjs/common';
 import { CallerResolutionService } from './caller-resolution.service';
+import { CallerContextService } from './caller-context.service';
 
 @Controller('api/caller')
 export class CallerResolutionController {
     private readonly logger = new Logger(CallerResolutionController.name);
 
-    constructor(private readonly resolution: CallerResolutionService) {}
+    constructor(
+        private readonly resolution: CallerResolutionService,
+        private readonly callerContext: CallerContextService,
+    ) {}
 
     @Post('resolve')
     async resolve(
@@ -21,16 +25,12 @@ export class CallerResolutionController {
 
         this.logger.log(`[RESOLVE] Resolving caller: ${phone}`);
         const result = await this.resolution.resolve(phone, auth);
-        return result;
+
+        // Pre-warm caller context cache so the AI chat has it ready
+        if (result.leadId) {
+            this.callerContext.prewarm(result.leadId, result.patientId, auth);
         }
 
-    @Post('invalidate')
+        return result;
-    async invalidate(@Body('phone') phone: string) {
-        if (!phone) {
-            throw new HttpException('phone is required', HttpStatus.BAD_REQUEST);
-        }
-        this.logger.log(`[RESOLVE] Invalidating cache for: ${phone}`);
-        await this.resolution.invalidate(phone);
-        return { status: 'ok' };
     }
 }

src/caller/caller-resolution.module.ts

@@ -1,13 +1,14 @@
-import { Module } from '@nestjs/common';
+import { Module, forwardRef } from '@nestjs/common';
 import { PlatformModule } from '../platform/platform.module';
 import { AuthModule } from '../auth/auth.module';
 import { CallerResolutionController } from './caller-resolution.controller';
 import { CallerResolutionService } from './caller-resolution.service';
+import { CallerContextService } from './caller-context.service';
 
 @Module({
-    imports: [PlatformModule, AuthModule],
+    imports: [PlatformModule, forwardRef(() => AuthModule)],
     controllers: [CallerResolutionController],
-    providers: [CallerResolutionService],
+    providers: [CallerResolutionService, CallerContextService],
-    exports: [CallerResolutionService],
+    exports: [CallerResolutionService, CallerContextService],
 })
 export class CallerResolutionModule {}

src/caller/caller-resolution.service.ts

@@ -1,9 +1,5 @@
 import { Injectable, Logger } from '@nestjs/common';
 import { PlatformGraphqlService } from '../platform/platform-graphql.service';
-import { SessionService } from '../auth/session.service';
-
-const CACHE_TTL = 3600; // 1 hour
-const CACHE_PREFIX = 'caller:';
 
 export type ResolvedCaller = {
     leadId: string;
@@ -11,7 +7,7 @@ export type ResolvedCaller = {
     firstName: string;
     lastName: string;
     phone: string;
-    isNew: boolean; // true if we just created the lead+patient pair
+    isNew: boolean; // true if no Lead/Patient exists for this phone
 };
 
 @Injectable()
@@ -20,28 +16,24 @@ export class CallerResolutionService {
 
     constructor(
         private readonly platform: PlatformGraphqlService,
-        private readonly cache: SessionService,
     ) {}
 
-    // Resolve a caller by phone number. Always returns a paired lead + patient.
+    // Resolve a caller by phone number via indexed platform queries. No
+    // cache — every call hits the DB fresh. Cache was previously used to
+    // compensate for client-side `leads(first: 200)` scans, but we now
+    // filter by phone directly which is O(log n) with the DB index.
+    // Cost: ~2 fast queries per resolve; eventual-consistency window = 0.
     async resolve(phone: string, auth: string): Promise<ResolvedCaller> {
         const normalized = phone.replace(/\D/g, '').slice(-10);
         if (normalized.length < 10) {
             throw new Error(`Invalid phone number: ${phone}`);
         }
 
-        // 1. Check cache
+        // Lookup lead + patient by phone, in parallel.
-        const cached = await this.cache.getCache(`${CACHE_PREFIX}${normalized}`);
+        const [lead, patient] = await Promise.all([
-        if (cached) {
+            this.findLeadByPhone(normalized, auth),
-            this.logger.log(`[RESOLVE] Cache hit for ${normalized}`);
+            this.findPatientByPhone(normalized, auth),
-            return JSON.parse(cached);
+        ]);
-        }
-
-        // 2. Look up lead by phone
-        const lead = await this.findLeadByPhone(normalized, auth);
-
-        // 3. Look up patient by phone
-        const patient = await this.findPatientByPhone(normalized, auth);
 
         let result: ResolvedCaller;
 
@@ -51,6 +43,11 @@ export class CallerResolutionService {
                 await this.linkLeadToPatient(lead.id, patient.id, auth);
                 this.logger.log(`[RESOLVE] Linked existing lead ${lead.id} → patient ${patient.id}`);
             }
+            // PRD: "Returning patient (Y/N) will be taken care of by the system"
+            // Patient is recognized on a subsequent contact → mark as RETURNING
+            if (patient.patientType === 'NEW') {
+                this.upgradeToReturning(patient.id, auth);
+            }
             result = {
                 leadId: lead.id,
                 patientId: patient.id,
@@ -76,6 +73,9 @@ export class CallerResolutionService {
             // Patient exists, no lead — create lead
             const newLead = await this.createLead(patient.firstName, patient.lastName, normalized, patient.id, auth);
             this.logger.log(`[RESOLVE] Created lead ${newLead.id} for existing patient ${patient.id}`);
+            if (patient.patientType === 'NEW') {
+                this.upgradeToReturning(patient.id, auth);
+            }
             result = {
                 leadId: newLead.id,
                 patientId: patient.id,
@@ -85,13 +85,18 @@ export class CallerResolutionService {
                 isNew: false,
             };
         } else {
-            // Neither exists — create both
+            // Neither exists — return empty IDs with isNew=true. Caller
-            const newPatient = await this.createPatient('', '', normalized, auth);
+            // code is responsible for creating records with the real name
-            const newLead = await this.createLead('', '', normalized, newPatient.id, auth);
+            // they've collected (enquiry form, appointment form, widget,
-            this.logger.log(`[RESOLVE] Created new lead ${newLead.id} + patient ${newPatient.id} for ${normalized}`);
+            // AI tools). This avoids the "Unknown" placeholder cascade:
+            // no Lead/Patient is ever written unless we have a real name
+            // to attach to it. Missed-call / poller paths that have no
+            // name persist the Call record with leadName=phone as the
+            // honest snapshot.
+            this.logger.log(`[RESOLVE] No existing records for ${normalized} — returning isNew=true`);
             result = {
-                leadId: newLead.id,
+                leadId: '',
-                patientId: newPatient.id,
+                patientId: '',
                 firstName: '',
                 lastName: '',
                 phone: normalized,
@@ -99,43 +104,30 @@ export class CallerResolutionService {
             };
         }
 
-        // 4. Cache the result
-        await this.cache.setCache(`${CACHE_PREFIX}${normalized}`, JSON.stringify(result), CACHE_TTL);
-
         return result;
     }
 
-    // Invalidate cache for a phone number (call after updates)
+    // Indexed lookup — platform filters by phone server-side. Matches on
-    async invalidate(phone: string): Promise<void> {
+    // the last 10 digits regardless of stored format (+919XXXX / 91XXXX /
-        const normalized = phone.replace(/\D/g, '').slice(-10);
+    // XXXX / +91-XXXX), via the `like: "%XXXXXXXXXX"` predicate.
-        await this.cache.setCache(`${CACHE_PREFIX}${normalized}`, '', 1); // expire immediately
-    }
-
     private async findLeadByPhone(phone10: string, auth: string): Promise<{ id: string; firstName: string; lastName: string; patientId: string | null } | null> {
         try {
             const data = await this.platform.queryWithAuth<{ leads: { edges: { node: any }[] } }>(
-                `{ leads(first: 200) { edges { node {
+                `{ leads(first: 1, filter: { contactPhone: { primaryPhoneNumber: { like: "%${phone10}" } } }) { edges { node {
                     id
                     contactName { firstName lastName }
-                    contactPhone { primaryPhoneNumber }
                     patientId
                 } } } }`,
                 undefined,
                 auth,
             );
-
+            const match = data.leads.edges[0]?.node;
-            const match = data.leads.edges.find(e => {
-                const num = (e.node.contactPhone?.primaryPhoneNumber ?? '').replace(/\D/g, '').slice(-10);
-                return num.length >= 10 && num === phone10;
-            });
-
             if (!match) return null;
-
             return {
-                id: match.node.id,
+                id: match.id,
-                firstName: match.node.contactName?.firstName ?? '',
+                firstName: match.contactName?.firstName ?? '',
-                lastName: match.node.contactName?.lastName ?? '',
+                lastName: match.contactName?.lastName ?? '',
-                patientId: match.node.patientId || null,
+                patientId: match.patientId || null,
             };
         } catch (err: any) {
             this.logger.warn(`[RESOLVE] Lead lookup failed: ${err.message}`);
@@ -143,29 +135,24 @@ export class CallerResolutionService {
         }
     }
 
-    private async findPatientByPhone(phone10: string, auth: string): Promise<{ id: string; firstName: string; lastName: string } | null> {
+    private async findPatientByPhone(phone10: string, auth: string): Promise<{ id: string; firstName: string; lastName: string; patientType: string | null } | null> {
         try {
             const data = await this.platform.queryWithAuth<{ patients: { edges: { node: any }[] } }>(
-                `{ patients(first: 200) { edges { node {
+                `{ patients(first: 1, filter: { phones: { primaryPhoneNumber: { like: "%${phone10}" } } }) { edges { node {
                     id
                     fullName { firstName lastName }
-                    phones { primaryPhoneNumber }
+                    patientType
                 } } } }`,
                 undefined,
                 auth,
             );
-
+            const match = data.patients.edges[0]?.node;
-            const match = data.patients.edges.find(e => {
-                const num = (e.node.phones?.primaryPhoneNumber ?? '').replace(/\D/g, '').slice(-10);
-                return num.length >= 10 && num === phone10;
-            });
-
             if (!match) return null;
-
             return {
-                id: match.node.id,
+                id: match.id,
-                firstName: match.node.fullName?.firstName ?? '',
+                firstName: match.fullName?.firstName ?? '',
-                lastName: match.node.fullName?.lastName ?? '',
+                lastName: match.fullName?.lastName ?? '',
+                patientType: match.patientType ?? null,
             };
         } catch (err: any) {
             this.logger.warn(`[RESOLVE] Patient lookup failed: ${err.message}`);
@@ -178,6 +165,7 @@ export class CallerResolutionService {
             `mutation($data: PatientCreateInput!) { createPatient(data: $data) { id } }`,
             {
                 data: {
+                    name: `${firstName || 'Unknown'} ${lastName || ''}`.trim(),
                     fullName: { firstName: firstName || 'Unknown', lastName: lastName || '' },
                     phones: { primaryPhoneNumber: `+91${phone}` },
                     patientType: 'NEW',
@@ -206,6 +194,19 @@ export class CallerResolutionService {
         return data.createLead;
     }
 
+    private upgradeToReturning(patientId: string, auth: string): void {
+        // Fire-and-forget — don't block caller resolution
+        this.platform.queryWithAuth<any>(
+            `mutation($id: UUID!, $data: PatientUpdateInput!) { updatePatient(id: $id, data: $data) { id } }`,
+            { id: patientId, data: { patientType: 'RETURNING' } },
+            auth,
+        ).then(() => {
+            this.logger.log(`[RESOLVE] Upgraded patient ${patientId} to RETURNING`);
+        }).catch(err => {
+            this.logger.warn(`[RESOLVE] Failed to upgrade patient type: ${err.message}`);
+        });
+    }
+
     private async linkLeadToPatient(leadId: string, patientId: string, auth: string): Promise<void> {
         await this.platform.queryWithAuth<any>(
             `mutation($id: UUID!, $data: LeadUpdateInput!) { updateLead(id: $id, data: $data) { id } }`,

src/config/ai.defaults.ts

@@ -112,13 +112,33 @@ The knowledge base below contains REAL clinic locations, timings, doctor details
 When asked about clinic timings, locations, doctor availability, packages, or insurance — ALWAYS check the knowledge base FIRST before saying you don't know.
 
 RULES:
-1. For patient-specific questions (history, appointments, calls), use the lookup tools. NEVER guess patient data.
+1. For patient-specific questions (history, appointments, calls), use the lookup tools. NEVER guess patient data. NEVER say a patient doesn't exist without calling a tool first.
-2. For doctor details beyond what's in the KB, use the lookup_doctor tool.
+2. When CURRENT CONTEXT lists a Lead ID, the lookup tools already know which caller to pull. Call them with NO arguments — do not re-type the Lead ID or Patient ID as a tool argument:
-3. For clinic info, timings, packages, insurance → answer directly from the knowledge base below.
+   - lookup_call_history()      → calls for this caller
-4. If you truly cannot find the answer in the KB or via tools, say "I couldn't find that in our system."
+   - lookup_lead_activities()   → activity log for this caller
-5. Be concise — agents are on live calls. Under 100 words unless asked for detail.
+   - lookup_appointments()      → appointments for this caller
-6. NEVER give medical advice, diagnosis, or treatment recommendations.
+   Pass IDs explicitly only when the agent is asking about a different, specific patient — and even then, prefer name/phone via lookup_patient.
-7. Format with bullet points for easy scanning.
+3. For "summarize this patient's history" or similar, chain multiple lookups (call history + lead activities + appointments) and stitch the answer from what came back. If all three return empty, say so honestly — otherwise report what you found.
+4. For doctor details beyond what's in the KB, use the lookup_doctor tool.
+5. For clinic info, timings, packages, insurance → answer directly from the knowledge base below. If the knowledge base is empty for that section (e.g. no packages configured), say the feature isn't set up yet instead of "I couldn't find that".
+6. Be concise — agents are on live calls. Under 100 words unless asked for detail.
+7. NEVER give medical advice, diagnosis, or treatment recommendations.
+8. Format with bullet points for easy scanning.
+
+RESPONSE FORMAT (STRICT):
+You MUST respond with valid JSON in this exact format — no markdown fences, no extra text, just raw JSON:
+{"message": "your response text here", "suggestions": [{"id": "s1", "type": "upsell", "title": "short title", "script": "2-3 sentence script the agent reads aloud", "priority": "high"}]}
+
+Response format rules:
+- "message" MUST be plain text sentences only. NEVER use markdown headers (###), bold (**), bullet lists (-), or field labels (Phone:, Status:). Write natural conversational sentences like you are briefing a colleague. Do NOT repeat suggestions in the message — they belong only in the suggestions array.
+- "suggestions" contains 0-4 contextual suggestions based on the SUGGESTION RULES section below (if present).
+- Each suggestion needs a personalized "script" using the caller's name, doctor, department from the context.
+- type must be one of: upsell, crosssell, retention, operational
+- priority must be one of: high, medium, low
+- On the first response (patient summary), always include suggestions from the rules.
+- On subsequent responses, update suggestions based on conversation — remove acted-on ones, add new if relevant.
+- If no suggestion rules are provided, return an empty suggestions array.
+- Do NOT repeat raw data fields in the message. The summary card already shows name, phone, appointments. Keep the message to insight and context the card doesn't show.
 
 KNOWLEDGE BASE (this is real data from our system):
 {{knowledgeBase}}`;

src/config/configuration.ts

@@ -22,6 +22,16 @@ export default () => ({
     missedQueue: {
         pollIntervalMs: parseInt(process.env.MISSED_QUEUE_POLL_INTERVAL_MS ?? '30000', 10),
     },
+    worklist: {
+        // Per-page fetch size from the platform GraphQL endpoint. Tuned to
+        // balance response size vs. page count. Platform's Relay pagination
+        // typically caps at 100–200 per page.
+        pageSize: parseInt(process.env.WORKLIST_PAGE_SIZE ?? '50', 10),
+        // Hard ceiling on pages fetched per poll. Safety valve against
+        // unbounded cost when a tenant has thousands of pending callbacks.
+        // maxPages * pageSize = effective worklist size.
+        maxPages: parseInt(process.env.WORKLIST_MAX_PAGES ?? '10', 10),
+    },
     ai: {
         provider: process.env.AI_PROVIDER ?? 'openai',
         anthropicApiKey: process.env.ANTHROPIC_API_KEY ?? '',

src/config/setup-state.controller.ts

@@ -53,4 +53,20 @@ export class SetupStateController {
         const updated = this.setupState.resetState();
         return { ...updated, wizardRequired: this.setupState.isWizardRequired() };
     }
+
+    // UI-level flags the frontend reads at app boot to tailor which admin
+    // surfaces are available. Driven by sidecar env vars so each workspace
+    // can be configured independently without touching the frontend build.
+    //
+    // setupManaged=true means "the product team handles setup for this
+    // workspace" — hide the Settings nav, routes, and the resume-setup
+    // banner. The wizard + setup-state APIs stay functional for ops use
+    // (a support engineer can still PUT /steps/:step or hit the routes
+    // directly); only the end-user admin UI is hidden.
+    @Get('ui-flags')
+    uiFlags() {
+        return {
+            setupManaged: process.env.HELIX_SETUP_MANAGED === 'true',
+        };
+    }
 }

src/config/telephony-config.service.ts

@@ -46,6 +46,7 @@ export class TelephonyConfigService implements OnModuleInit {
             ozonetel: {
                 ...c.ozonetel,
                 agentPassword: c.ozonetel.agentPassword ? '***masked***' : '',
+                adminPassword: c.ozonetel.adminPassword ? '***masked***' : '',
             },
         };
     }
@@ -68,6 +69,9 @@ export class TelephonyConfigService implements OnModuleInit {
         if (merged.ozonetel.agentPassword === '***masked***') {
             merged.ozonetel.agentPassword = current.ozonetel.agentPassword;
         }
+        if (merged.ozonetel.adminPassword === '***masked***') {
+            merged.ozonetel.adminPassword = current.ozonetel.adminPassword;
+        }
         this.backup();
         this.writeFile(merged);
         this.cached = merged;

src/config/telephony.defaults.ts

@@ -22,6 +22,11 @@ export type TelephonyConfig = {
         sipId: string;
         // Default outbound campaign name on Ozonetel CloudAgent.
         campaignName: string;
+        // Ozonetel portal admin credentials — used by supervisor barge/whisper/listen.
+        // These are the login credentials for the Ozonetel admin dashboard
+        // (api.cloudagent.ozonetel.com/auth/login), NOT an agent ID.
+        adminUsername: string;
+        adminPassword: string;
     };
     // Ozonetel WebRTC gateway used by the staff portal softphone.
     sip: {
@@ -46,6 +51,8 @@ export const DEFAULT_TELEPHONY_CONFIG: TelephonyConfig = {
         did: '',
         sipId: '',
         campaignName: '',
+        adminUsername: '',
+        adminPassword: '',
     },
     sip: {
         domain: 'blr-pub-rtc4.ozonetel.com',
@@ -62,8 +69,11 @@ export const DEFAULT_TELEPHONY_CONFIG: TelephonyConfig = {
 // Field-by-field mapping from legacy env var names to config paths. Used by
 // the first-boot seeder. Keep in sync with the migration target sites.
 export const TELEPHONY_ENV_SEEDS: Array<{ env: string; path: string[] }> = [
-    { env: 'OZONETEL_AGENT_ID',       path: ['ozonetel', 'agentId'] },
+    // OZONETEL_AGENT_ID removed — agentId is per-user on the Agent entity,
+    // not a sidecar-level config. All endpoints require agentId from caller.
     { env: 'OZONETEL_AGENT_PASSWORD', path: ['ozonetel', 'agentPassword'] },
+    { env: 'OZONETEL_ADMIN_USERNAME', path: ['ozonetel', 'adminUsername'] },
+    { env: 'OZONETEL_ADMIN_PASSWORD', path: ['ozonetel', 'adminPassword'] },
     { env: 'OZONETEL_DID',            path: ['ozonetel', 'did'] },
     { env: 'OZONETEL_SIP_ID',         path: ['ozonetel', 'sipId'] },
     { env: 'OZONETEL_CAMPAIGN_NAME',  path: ['ozonetel', 'campaignName'] },

src/leads/lead-auto-assign.service.ts

@@ -0,0 +1,182 @@
+import { Injectable, Logger, OnModuleInit, OnModuleDestroy } from '@nestjs/common';
+import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+import { SupervisorService } from '../supervisor/supervisor.service';
+
+const TICK_INTERVAL_MS = 60 * 1000;        // 60s
+const KICKOFF_DELAY_MS = 45_000;           // let sidecar boot settle
+const MAX_LEADS_PER_TICK = 100;            // guard against runaway batches
+const ACTIVE_STATES = new Set(['ready', 'calling', 'in-call', 'acw']);
+// Excluded: 'offline' (agent logged out), 'break' / 'training' (explicitly away).
+// ACW is included — the agent is still handling work and will return to Ready soon.
+
+/**
+ * Polls for unassigned leads every 60s and assigns them least-loaded across
+ * active agents.
+ *
+ * Why polling instead of platform functions or Redpanda events:
+ *  - The platform's lead.created hook isn't wired to the sidecar (no bridge)
+ *  - The SDK's lead-auto-assign.function.ts is written but hasn't been
+ *    deployed/published to either workspace
+ *  - Polling catches EVERY lead creation path (CSV import, enquiry form,
+ *    missed-call webhook, widget, livekit) with no per-path instrumentation
+ *
+ * Assignment strategy:
+ *  - Count each active agent's OPEN leads (status in NEW/CONTACTED/QUALIFIED)
+ *  - Pick the agent with the lowest count — ties broken by platform ordering
+ *  - Write agent.name (display name) to lead.assignedAgent (worklist filter matches on this)
+ *
+ * Edge cases:
+ *  - No active agents → skip tick; next run retries
+ *  - agentName empty → skip agent
+ *  - Mutation errors → log, continue with next lead
+ */
+@Injectable()
+export class LeadAutoAssignService implements OnModuleInit, OnModuleDestroy {
+    private readonly logger = new Logger(LeadAutoAssignService.name);
+    private timer: NodeJS.Timeout | null = null;
+    private running = false;
+
+    constructor(
+        private readonly platform: PlatformGraphqlService,
+        private readonly supervisor: SupervisorService,
+    ) {}
+
+    onModuleInit() {
+        setTimeout(() => {
+            this.runOnce().catch((err) => this.logger.warn(`[AUTO-ASSIGN] Kickoff failed: ${err?.message ?? err}`));
+        }, KICKOFF_DELAY_MS);
+
+        this.timer = setInterval(() => {
+            this.runOnce().catch((err) => this.logger.warn(`[AUTO-ASSIGN] Tick failed: ${err?.message ?? err}`));
+        }, TICK_INTERVAL_MS);
+    }
+
+    onModuleDestroy() {
+        if (this.timer) clearInterval(this.timer);
+    }
+
+    async runOnce(): Promise<{ assigned: number; skipped: number; noAgents: boolean }> {
+        // Guard against concurrent runs (prev tick hasn't finished).
+        if (this.running) return { assigned: 0, skipped: 0, noAgents: false };
+        this.running = true;
+        try {
+            const unassigned = await this.fetchUnassignedLeads();
+            if (unassigned.length === 0) return { assigned: 0, skipped: 0, noAgents: false };
+
+            const active = await this.fetchActiveAgents();
+            if (active.length === 0) {
+                this.logger.debug(`[AUTO-ASSIGN] ${unassigned.length} leads waiting — no active agents`);
+                return { assigned: 0, skipped: unassigned.length, noAgents: true };
+            }
+
+            // Seed current-load map: lead count per agent across their OPEN leads.
+            // Fetch once per tick (not per lead) — the map is updated locally as we assign.
+            const loadByAgent = await this.fetchOpenLeadCounts(active.map((a) => a.name));
+
+            let assigned = 0;
+            let skipped = 0;
+
+            for (const lead of unassigned) {
+                // Pick the least-loaded active agent.
+                const target = [...active].sort(
+                    (a, b) => (loadByAgent.get(a.name) ?? 0) - (loadByAgent.get(b.name) ?? 0),
+                )[0];
+                if (!target?.name) { skipped++; continue; }
+
+                try {
+                    await this.platform.query<any>(
+                        `mutation($id: UUID!, $data: LeadUpdateInput!) { updateLead(id: $id, data: $data) { id } }`,
+                        { id: lead.id, data: { assignedAgent: target.name } },
+                    );
+                    assigned++;
+                    loadByAgent.set(target.name, (loadByAgent.get(target.name) ?? 0) + 1);
+                    await new Promise((r) => setTimeout(r, 40)); // gentle pacing
+                } catch (err: any) {
+                    this.logger.warn(`[AUTO-ASSIGN] updateLead failed for ${lead.id}: ${err?.message ?? err}`);
+                    skipped++;
+                }
+            }
+
+            if (assigned > 0 || skipped > 0) {
+                const loadSummary = active.map((a) => `${a.name}=${loadByAgent.get(a.name) ?? 0}`).join(', ');
+                this.logger.log(`[AUTO-ASSIGN] Pass complete — assigned=${assigned} skipped=${skipped} load=[${loadSummary}]`);
+            }
+            return { assigned, skipped, noAgents: false };
+        } finally {
+            this.running = false;
+        }
+    }
+
+    private async fetchUnassignedLeads(): Promise<Array<{ id: string; campaignId: string | null }>> {
+        try {
+            const data: any = await this.platform.query<any>(
+                `{ leads(first: ${MAX_LEADS_PER_TICK}, filter: {
+                    or: [
+                        { assignedAgent: { eq: "" } },
+                        { assignedAgent: { is: NULL } }
+                    ]
+                }, orderBy: [{ createdAt: AscNullsLast }]) {
+                    edges { node { id campaignId } }
+                } }`,
+            );
+            return (data?.leads?.edges ?? []).map((e: any) => e.node);
+        } catch (err: any) {
+            this.logger.warn(`[AUTO-ASSIGN] fetch unassigned failed: ${err?.message ?? err}`);
+            return [];
+        }
+    }
+
+    private async fetchActiveAgents(): Promise<Array<{ id: string; name: string; ozonetelAgentId: string }>> {
+        try {
+            const data: any = await this.platform.query<any>(
+                `{ agents(first: 100) { edges { node { id name ozonetelAgentId } } } }`,
+            );
+            const all: Array<{ id: string; name: string; ozonetelAgentId: string }> =
+                (data?.agents?.edges ?? []).map((e: any) => e.node);
+            // Filter to agents whose in-memory state (from Ozonetel webhooks) is active.
+            // If state is unknown (never seen a state event), treat as offline.
+            return all.filter((a) => {
+                if (!a.name || !a.ozonetelAgentId) return false;
+                const entry = this.supervisor.getAgentState(a.ozonetelAgentId);
+                return entry ? ACTIVE_STATES.has(entry.state) : false;
+            });
+        } catch (err: any) {
+            this.logger.warn(`[AUTO-ASSIGN] fetch agents failed: ${err?.message ?? err}`);
+            return [];
+        }
+    }
+
+    private async fetchOpenLeadCounts(agentNames: string[]): Promise<Map<string, number>> {
+        const map = new Map<string, number>();
+        for (const name of agentNames) map.set(name, 0);
+        if (agentNames.length === 0) return map;
+
+        // Single aggregated query — pull ALL open leads with assignedAgent set,
+        // count by agent locally. Avoids N+1 over agents.
+        try {
+            let after: string | null = null;
+            for (let page = 0; page < 20; page++) {
+                const cursor: string = after ? `, after: "${after}"` : '';
+                const data: any = await this.platform.query<any>(
+                    `{ leads(first: 200${cursor}, filter: {
+                        status: { in: [NEW, CONTACTED, QUALIFIED] }
+                    }) {
+                        edges { node { assignedAgent } }
+                        pageInfo { hasNextPage endCursor }
+                    } }`,
+                );
+                const edges = data?.leads?.edges ?? [];
+                for (const e of edges) {
+                    const name = e.node.assignedAgent;
+                    if (name && map.has(name)) map.set(name, (map.get(name) ?? 0) + 1);
+                }
+                const info: { hasNextPage?: boolean; endCursor?: string } = data?.leads?.pageInfo ?? {};
+                if (!info.hasNextPage) break;
+                after = info.endCursor ?? null;
+            }
+        } catch (err: any) {
+            this.logger.warn(`[AUTO-ASSIGN] fetch open-lead counts failed: ${err?.message ?? err}`);
+        }
+        return map;
+    }
+}

src/leads/leads.module.ts

@@ -0,0 +1,11 @@
+import { Module, forwardRef } from '@nestjs/common';
+import { PlatformModule } from '../platform/platform.module';
+import { SupervisorModule } from '../supervisor/supervisor.module';
+import { LeadAutoAssignService } from './lead-auto-assign.service';
+
+@Module({
+    imports: [PlatformModule, forwardRef(() => SupervisorModule)],
+    providers: [LeadAutoAssignService],
+    exports: [LeadAutoAssignService],
+})
+export class LeadsModule {}

src/livekit-agent/agent.ts

@@ -27,6 +27,27 @@ async function gql<T = any>(query: string, variables?: Record<string, unknown>):
     }
 }
 
+// Resolve a phone to a {leadId, patientId} pair via the sidecar's
+// caller-resolution endpoint. Always returns populated IDs (creates
+// placeholder lead+patient when none exist).
+async function resolveCaller(phone: string): Promise<{ leadId: string; patientId: string; firstName: string; lastName: string; isNew: boolean } | null> {
+    try {
+        const res = await fetch(`${SIDECAR_URL}/api/caller/resolve`, {
+            method: 'POST',
+            headers: { 'Content-Type': 'application/json' },
+            body: JSON.stringify({ phone }),
+        });
+        if (!res.ok) {
+            console.error('[AGENT-RESOLVE] Failed:', res.status, await res.text().catch(() => ''));
+            return null;
+        }
+        return await res.json();
+    } catch (err) {
+        console.error('[AGENT-RESOLVE] Failed:', err);
+        return null;
+    }
+}
+
 // Hospital context — loaded on startup
 let hospitalContext = {
     doctors: [] as Array<{ name: string; department: string; specialty: string; id: string }>,
@@ -128,28 +149,58 @@ const bookAppointment = llm.tool({
                     doctorName: doctor?.name ?? doctorName ?? 'To be assigned',
                     department,
                     reasonForVisit: reason,
+                    ...((doctor as any)?.clinicId ? { clinicId: (doctor as any).clinicId } : {}),
                 },
             },
         );
 
-        // Create or find lead
+        // Resolve caller — if isNew, create Lead + Patient with the
+        // AI-collected name; otherwise update the existing record.
         const cleanPhone = phoneNumber.replace(/[^0-9]/g, '').slice(-10);
+        const resolved = await resolveCaller(cleanPhone);
+        const fn = patientName.split(' ')[0];
+        const ln = patientName.split(' ').slice(1).join(' ') || '';
+        if (resolved?.isNew) {
+            const p = await gql(
+                `mutation($data: PatientCreateInput!) { createPatient(data: $data) { id } }`,
+                { data: { fullName: { firstName: fn, lastName: ln }, phones: { primaryPhoneNumber: `+91${cleanPhone}` }, patientType: 'NEW' } },
+            );
+            const newPatientId = p?.createPatient?.id;
             await gql(
                 `mutation($data: LeadCreateInput!) { createLead(data: $data) { id } }`,
                 {
                     data: {
                         name: `AI — ${patientName}`,
-                    contactName: {
+                        contactName: { firstName: fn, lastName: ln },
-                        firstName: patientName.split(' ')[0],
-                        lastName: patientName.split(' ').slice(1).join(' ') || '',
-                    },
                         contactPhone: { primaryPhoneNumber: `+91${cleanPhone}` },
                         source: 'PHONE',
                         status: 'APPOINTMENT_SET',
                         interestedService: department,
+                        ...(newPatientId ? { patientId: newPatientId } : {}),
+                    },
+                },
+            );
+        } else if (resolved?.leadId) {
+            await gql(
+                `mutation($id: UUID!, $data: LeadUpdateInput!) { updateLead(id: $id, data: $data) { id } }`,
+                {
+                    id: resolved.leadId,
+                    data: {
+                        name: `AI — ${patientName}`,
+                        contactName: { firstName: fn, lastName: ln },
+                        source: 'PHONE',
+                        status: 'APPOINTMENT_SET',
+                        interestedService: department,
                     },
                 },
             );
+            if (resolved.patientId) {
+                await gql(
+                    `mutation($id: UUID!, $data: PatientUpdateInput!) { updatePatient(id: $id, data: $data) { id } }`,
+                    { id: resolved.patientId, data: { fullName: { firstName: fn, lastName: ln } } },
+                );
+            }
+        }
 
         const refNum = `GH-${Date.now().toString().slice(-6)}`;
         if (result?.createAppointment?.id) {
@@ -171,25 +222,53 @@ const collectLeadInfo = llm.tool({
         console.log(`[LIVEKIT-AGENT] Lead: ${name} | ${phoneNumber} | ${interest}`);
 
         const cleanPhone = phoneNumber.replace(/[^0-9]/g, '').slice(-10);
-        const result = await gql(
+        const resolved = await resolveCaller(cleanPhone);
+        const fn = name.split(' ')[0];
+        const ln = name.split(' ').slice(1).join(' ') || '';
+
+        if (resolved?.isNew) {
+            // Net-new caller — create Patient + Lead with the AI-collected name.
+            const p = await gql(
+                `mutation($data: PatientCreateInput!) { createPatient(data: $data) { id } }`,
+                { data: { fullName: { firstName: fn, lastName: ln }, phones: { primaryPhoneNumber: `+91${cleanPhone}` }, patientType: 'NEW' } },
+            );
+            const newPatientId = p?.createPatient?.id;
+            const created = await gql(
                 `mutation($data: LeadCreateInput!) { createLead(data: $data) { id } }`,
                 {
                     data: {
                         name: `AI Enquiry — ${name}`,
-                    contactName: {
+                        contactName: { firstName: fn, lastName: ln },
-                        firstName: name.split(' ')[0],
-                        lastName: name.split(' ').slice(1).join(' ') || '',
-                    },
                         contactPhone: { primaryPhoneNumber: `+91${cleanPhone}` },
                         source: 'PHONE',
                         status: 'NEW',
                         interestedService: interest,
+                        ...(newPatientId ? { patientId: newPatientId } : {}),
+                    },
+                },
+            );
+            console.log(`[LIVEKIT-AGENT] Lead created: ${created?.createLead?.id ?? 'none'} (patient ${newPatientId ?? 'none'})`);
+        } else if (resolved?.leadId) {
+            await gql(
+                `mutation($id: UUID!, $data: LeadUpdateInput!) { updateLead(id: $id, data: $data) { id } }`,
+                {
+                    id: resolved.leadId,
+                    data: {
+                        name: `AI Enquiry — ${name}`,
+                        contactName: { firstName: fn, lastName: ln },
+                        source: 'PHONE',
+                        status: 'NEW',
+                        interestedService: interest,
                     },
                 },
             );
-
+            if (resolved.patientId) {
-        if (result?.createLead?.id) {
+                await gql(
-            console.log(`[LIVEKIT-AGENT] Lead created: ${result.createLead.id}`);
+                    `mutation($id: UUID!, $data: PatientUpdateInput!) { updatePatient(id: $id, data: $data) { id } }`,
+                    { id: resolved.patientId, data: { fullName: { firstName: fn, lastName: ln } } },
+                );
+            }
+            console.log(`[LIVEKIT-AGENT] Lead updated: ${resolved.leadId} (patient ${resolved.patientId})`);
         }
         return `Thank you ${name}. I have noted your enquiry about ${interest}. One of our team members will call you back on ${phoneNumber} shortly.`;
     },

src/logging/log-stream.service.ts

@@ -0,0 +1,61 @@
+import { ConsoleLogger } from '@nestjs/common';
+import { Subject } from 'rxjs';
+
+export type LogEntry = {
+    timestamp: string;
+    level: 'log' | 'error' | 'warn' | 'debug' | 'verbose';
+    context: string;
+    message: string;
+};
+
+// Singleton — created once in main.ts, accessed by the SSE controller
+// via LogStreamService.instance. NestJS DI isn't available at bootstrap
+// time (the logger is created before the container), so we use a static
+// instance instead of @Injectable().
+export class LogStreamService extends ConsoleLogger {
+    static readonly instance = new LogStreamService();
+    readonly logSubject = new Subject<LogEntry>();
+    private readonly buffer: LogEntry[] = [];
+    private static readonly MAX_BUFFER = 500;
+
+    getRecentLogs(limit = 200): LogEntry[] {
+        return this.buffer.slice(-limit);
+    }
+
+    private emit(level: LogEntry['level'], message: unknown, context?: string) {
+        const entry: LogEntry = {
+            timestamp: new Date().toISOString(),
+            level,
+            context: context ?? this.context ?? '',
+            message: typeof message === 'string' ? message : JSON.stringify(message),
+        };
+        this.buffer.push(entry);
+        if (this.buffer.length > LogStreamService.MAX_BUFFER) this.buffer.shift();
+        this.logSubject.next(entry);
+    }
+
+    log(message: unknown, context?: string) {
+        super.log(message, context);
+        this.emit('log', message, context);
+    }
+
+    error(message: unknown, stack?: string, context?: string) {
+        super.error(message, stack, context);
+        this.emit('error', message, context);
+    }
+
+    warn(message: unknown, context?: string) {
+        super.warn(message, context);
+        this.emit('warn', message, context);
+    }
+
+    debug(message: unknown, context?: string) {
+        super.debug(message, context);
+        this.emit('debug', message, context);
+    }
+
+    verbose(message: unknown, context?: string) {
+        super.verbose(message, context);
+        this.emit('verbose', message, context);
+    }
+}

src/main.ts

@@ -3,9 +3,11 @@ import type { NestExpressApplication } from '@nestjs/platform-express';
 import { join } from 'path';
 import { AppModule } from './app.module';
 import { ConfigService } from '@nestjs/config';
+import { LogStreamService } from './logging/log-stream.service';
 
 async function bootstrap() {
-    const app = await NestFactory.create<NestExpressApplication>(AppModule);
+    const logger = LogStreamService.instance;
+    const app = await NestFactory.create<NestExpressApplication>(AppModule, { logger });
     const config = app.get(ConfigService);
 
     app.enableCors({

src/maint/maint.controller.ts

@@ -1,11 +1,14 @@
-import { Controller, Post, UseGuards, Logger } from '@nestjs/common';
+import { Body, Controller, HttpException, Post, UseGuards, Logger } from '@nestjs/common';
 import { MaintGuard } from './maint.guard';
 import { OzonetelAgentService } from '../ozonetel/ozonetel-agent.service';
 import { PlatformGraphqlService } from '../platform/platform-graphql.service';
 import { SessionService } from '../auth/session.service';
 import { SupervisorService } from '../supervisor/supervisor.service';
+import { AgentHistoryService, AgentEventType } from '../supervisor/agent-history.service';
 import { CallerResolutionService } from '../caller/caller-resolution.service';
 import { TelephonyConfigService } from '../config/telephony-config.service';
+import { AgentLookupService } from '../platform/agent-lookup.service';
+import { CdrEnrichmentService } from '../ozonetel/cdr-enrichment.service';
 
 @Controller('api/maint')
 @UseGuards(MaintGuard)
@@ -19,16 +22,35 @@ export class MaintController {
         private readonly session: SessionService,
         private readonly supervisor: SupervisorService,
         private readonly callerResolution: CallerResolutionService,
+        private readonly history: AgentHistoryService,
+        private readonly agentLookup: AgentLookupService,
+        private readonly cdrEnrichment: CdrEnrichmentService,
     ) {}
 
     @Post('force-ready')
-    async forceReady() {
+    async forceReady(@Body() body: { agentId: string }) {
-        const oz = this.telephony.getConfig().ozonetel;
+        if (!body?.agentId) throw new HttpException('agentId required', 400);
-        const agentId = oz.agentId || 'agent3';
+        const agentId = body.agentId;
-        const password = oz.agentPassword || 'Test123$';
-        const sipId = oz.sipId || '521814';
 
-        this.logger.log(`[MAINT] Force ready: agent=${agentId}`);
+        // Look up the Agent entity to get sipPassword + sipExtension.
+        // Password comes from the Agent record, not an env var — each
+        // agent owns their own Ozonetel credential.
+        const agentData = await this.platform.query<any>(
+            `{ agents(first: 1, filter: { ozonetelAgentId: { eq: "${agentId}" } }) { edges { node {
+                id sipExtension sipPassword
+            } } } }`,
+        ).catch(() => null);
+
+        const agent = agentData?.agents?.edges?.[0]?.node;
+        if (!agent) throw new HttpException(`Agent ${agentId} not found in platform`, 404);
+
+        const password = agent.sipPassword ?? agent.sipExtension;
+        if (!password) throw new HttpException(`Agent ${agentId} has no sipPassword configured`, 400);
+
+        const sipId = agent.sipExtension;
+        if (!sipId) throw new HttpException(`Agent ${agentId} has no sipExtension configured`, 400);
+
+        this.logger.log(`[MAINT] Force ready: agent=${agentId} ext=${sipId}`);
 
         try {
             await this.ozonetel.logoutAgent({ agentId, password });
@@ -47,9 +69,63 @@ export class MaintController {
         }
     }
 
+    // Returns the current per-agent session state — which ozonetelAgentIds
+    // are currently locked (held by a member IP) and which are free. Used
+    // by the maint OTP modal to render a picker so a supervisor can unlock
+    // the right agent without knowing the id off the top of their head.
+    // Read-only; OTP-guarded like the rest of /api/maint.
+    @Post('session-status')
+    async sessionStatus() {
+        const data = await this.platform.query<any>(
+            `{ agents(first: 100) { edges { node { id name ozonetelAgentId ozonetelDisplayName } } } }`,
+        ).catch(() => ({ agents: { edges: [] } }));
+
+        const allAgents = (data?.agents?.edges ?? []).map((e: any) => e.node).filter((a: any) => a.ozonetelAgentId);
+        const sessions = await this.session.listLockedSessions();
+        const sessionByAgent = new Map(sessions.map((s) => [s.agentId.toLowerCase(), s]));
+
+        const locked: Array<any> = [];
+        const free: Array<any> = [];
+        const seenAgentIds = new Set<string>();
+
+        for (const agent of allAgents) {
+            const key = String(agent.ozonetelAgentId).toLowerCase();
+            seenAgentIds.add(key);
+            const session = sessionByAgent.get(key);
+            const row = {
+                agentId: agent.ozonetelAgentId,
+                displayName: agent.name ?? agent.ozonetelDisplayName ?? agent.ozonetelAgentId,
+            };
+            if (session) {
+                locked.push({ ...row, heldByIp: session.ip, lockedAt: session.lockedAt });
+            } else {
+                free.push(row);
+            }
+        }
+
+        // Surface orphan locks (Redis holds a session for an ozonetelAgentId
+        // with no matching Agent entity). Rare but possible after SDK renames
+        // or workspace resets — without surfacing them, the operator can't
+        // clear the stale lock via the UI.
+        for (const session of sessions) {
+            const key = session.agentId.toLowerCase();
+            if (!seenAgentIds.has(key)) {
+                locked.push({
+                    agentId: session.agentId,
+                    displayName: `${session.agentId} (orphan — no Agent record)`,
+                    heldByIp: session.ip,
+                    lockedAt: session.lockedAt,
+                });
+            }
+        }
+
+        return { locked, free };
+    }
+
     @Post('unlock-agent')
-    async unlockAgent() {
+    async unlockAgent(@Body() body: { agentId: string }) {
-        const agentId = this.telephony.getConfig().ozonetel.agentId || 'agent3';
+        if (!body?.agentId) throw new HttpException('agentId required', 400);
+        const agentId = body.agentId;
         this.logger.log(`[MAINT] Unlock agent session: ${agentId}`);
 
         try {
@@ -267,6 +343,7 @@ export class MaintController {
                         `mutation($data: PatientCreateInput!) { createPatient(data: $data) { id } }`,
                         {
                             data: {
+                                name: `${firstName} ${lastName}`.trim(),
                                 fullName: { firstName, lastName },
                                 phones: { primaryPhoneNumber: `+91${phone}` },
                                 patientType: 'NEW',
@@ -313,4 +390,692 @@ export class MaintController {
         this.logger.log(`[MAINT] Backfill complete: ${linked} linked, ${created} patients created, ${apptLinked} appointments linked, ${skipped} skipped`);
         return { status: 'ok', leads: { total: leads.length, linked, created, skipped }, appointments: { total: appointments.length, linked: apptLinked } };
     }
+
+    // Backfill Call records that lost their identity at ingest (missed-call
+    // webhook / poller / dispose flow before the caller-resolution wiring).
+    // Routes each phone through CallerResolutionService so the same code
+    // path the live system uses also fixes historical rows. Idempotent —
+    // safe to re-run; only patches calls that are currently missing
+    // leadName / patientId / leadId.
+    @Post('backfill-caller-resolution')
+    async backfillCallerResolution() {
+        this.logger.log('[MAINT] Backfill caller resolution — patching Calls + Leads via resolver');
+
+        const apiKey = process.env.PLATFORM_API_KEY ?? '';
+        const auth = apiKey ? `Bearer ${apiKey}` : '';
+        if (!auth) throw new HttpException('PLATFORM_API_KEY not configured', 500);
+
+        let callsScanned = 0;
+        let callsPatched = 0;
+        let callsSkipped = 0;
+        let leadsResolved = 0;
+        let resolveErrors = 0;
+
+        // Phone → resolved cache so multiple calls from the same number
+        // only resolve once during this run.
+        const resolvedByPhone = new Map<string, { leadId: string; patientId: string; firstName: string; lastName: string }>();
+
+        // Page through all calls in chunks of 200. We're after rows where
+        // leadName is empty OR leadId is null OR patientId is missing.
+        let cursor: string | null = null;
+        let hasNext = true;
+        while (hasNext) {
+            const pageQuery = cursor
+                ? `{ calls(first: 200, after: "${cursor}") { edges { cursor node { id leadId leadName callerNumber { primaryPhoneNumber } } } pageInfo { hasNextPage endCursor } } }`
+                : `{ calls(first: 200) { edges { cursor node { id leadId leadName callerNumber { primaryPhoneNumber } } } pageInfo { hasNextPage endCursor } } }`;
+            let page: any;
+            try {
+                page = await this.platform.query<any>(pageQuery);
+            } catch (err) {
+                this.logger.warn(`[MAINT] calls page query failed: ${err}`);
+                break;
+            }
+            const edges = page?.calls?.edges ?? [];
+            hasNext = page?.calls?.pageInfo?.hasNextPage ?? false;
+            cursor = page?.calls?.pageInfo?.endCursor ?? null;
+
+            for (const edge of edges) {
+                const call = edge.node;
+                callsScanned++;
+
+                const phoneRaw = call.callerNumber?.primaryPhoneNumber ?? '';
+                const phone10 = phoneRaw.replace(/\D/g, '').slice(-10);
+                const needsName = !call.leadName || call.leadName === '';
+                const needsLead = !call.leadId;
+
+                if (!phone10 || phone10.length < 10) { callsSkipped++; continue; }
+                if (!needsName && !needsLead) { callsSkipped++; continue; }
+
+                let resolved = resolvedByPhone.get(phone10) ?? null;
+                if (!resolved) {
+                    try {
+                        const r = await this.callerResolution.resolve(phone10, auth);
+                        resolved = {
+                            leadId: r.leadId,
+                            patientId: r.patientId,
+                            firstName: r.firstName,
+                            lastName: r.lastName,
+                        };
+                        resolvedByPhone.set(phone10, resolved);
+                        leadsResolved++;
+                    } catch (err) {
+                        this.logger.warn(`[MAINT] resolve failed for ${phone10}: ${err}`);
+                        resolveErrors++;
+                        callsSkipped++;
+                        continue;
+                    }
+                }
+
+                const fullName = `${resolved.firstName} ${resolved.lastName}`.trim();
+                const updateParts: string[] = [];
+                if (needsLead && resolved.leadId) updateParts.push(`leadId: "${resolved.leadId}"`);
+                if (needsName && fullName) updateParts.push(`leadName: "${fullName.replace(/"/g, '\\"')}"`);
+                if (updateParts.length === 0) { callsSkipped++; continue; }
+
+                try {
+                    await this.platform.query<any>(
+                        `mutation { updateCall(id: "${call.id}", data: { ${updateParts.join(', ')} }) { id } }`,
+                    );
+                    callsPatched++;
+                } catch (err) {
+                    this.logger.warn(`[MAINT] updateCall failed for ${call.id}: ${err}`);
+                    callsSkipped++;
+                }
+
+                // Throttle so the platform isn't hammered
+                await new Promise((r) => setTimeout(r, 100));
+            }
+        }
+
+        this.logger.log(`[MAINT] Backfill caller resolution complete: scanned=${callsScanned} patched=${callsPatched} skipped=${callsSkipped} uniquePhones=${resolvedByPhone.size} leadsResolved=${leadsResolved} resolveErrors=${resolveErrors}`);
+        return {
+            status: 'ok',
+            calls: { scanned: callsScanned, patched: callsPatched, skipped: callsSkipped },
+            phones: { unique: resolvedByPhone.size, resolved: leadsResolved, errors: resolveErrors },
+        };
+    }
+
+    // Recompute durationS on existing AgentEvent rows using the per-category
+    // pairing logic. Fixes rows written before the slot-split fix where
+    // ACW_START clobbered CALL_START's pending entry. Also re-runs the
+    // session rollup for each affected date. Idempotent — only updates rows
+    // whose stored durationS differs from the recomputed value.
+    //
+    // POST /api/maint/backfill-agent-event-durations
+    // body: { date?: "YYYY-MM-DD" | "all" }  — default today IST
+    @Post('backfill-agent-event-durations')
+    async backfillAgentEventDurations(@Body() body: { date?: string }) {
+        const target = body?.date ?? this.todayIst();
+        this.logger.log(`[MAINT] Backfill AgentEvent durations — target=${target}`);
+
+        // Pull events for the range. If "all", no filter; otherwise scope to the IST day.
+        let events = await this.fetchAgentEventsForBackfill(target);
+        if (events.length === 0) {
+            return { status: 'ok', scanned: 0, patched: 0, skipped: 0, dates: [] };
+        }
+        this.logger.log(`[MAINT] Fetched ${events.length} AgentEvent rows`);
+
+        // Group by agent, sort by eventAt ascending.
+        const byAgent = new Map<string, typeof events>();
+        for (const e of events) {
+            const k = e.agentId;
+            if (!k) continue;
+            if (!byAgent.has(k)) byAgent.set(k, []);
+            byAgent.get(k)!.push(e);
+        }
+        for (const list of byAgent.values()) {
+            list.sort((a, b) => new Date(a.eventAt).getTime() - new Date(b.eventAt).getTime());
+        }
+
+        // Per-category slot pairing, same logic as the live ingest.
+        const slotForStart = (t: AgentEventType): 'pause' | 'call' | 'acw' | null =>
+            t === 'PAUSE' ? 'pause' : t === 'CALL_START' ? 'call' : t === 'ACW_START' ? 'acw' : null;
+        const slotForEnd = (t: AgentEventType): 'pause' | 'call' | 'acw' | null =>
+            t === 'RESUME' ? 'pause' : t === 'CALL_END' ? 'call' : t === 'ACW_END' ? 'acw' : null;
+
+        let patched = 0;
+        let skipped = 0;
+        const affectedDates = new Set<string>();
+
+        for (const [agentId, agentEvents] of byAgent) {
+            const pending: { pause?: number; call?: number; acw?: number } = {};
+            for (const e of agentEvents) {
+                const eventMs = new Date(e.eventAt).getTime();
+                const endSlot = slotForEnd(e.eventType);
+                const startSlot = slotForStart(e.eventType);
+
+                let computed: number | null = null;
+
+                if (endSlot) {
+                    const at = pending[endSlot];
+                    if (at !== undefined) {
+                        computed = Math.max(0, Math.round((eventMs - at) / 1000));
+                        delete pending[endSlot];
+                    }
+                } else if (startSlot) {
+                    pending[startSlot] = eventMs;
+                } else if (e.eventType === 'READY' || e.eventType === 'LOGOUT') {
+                    delete pending.pause;
+                    delete pending.call;
+                    delete pending.acw;
+                }
+
+                // Only patch END events that now have a computed duration
+                // different from what's stored.
+                if (endSlot && computed !== null && computed !== (e.durationS ?? null)) {
+                    try {
+                        await this.platform.query<any>(
+                            `mutation { updateAgentEvent(id: "${e.id}", data: { durationS: ${computed} }) { id } }`,
+                        );
+                        patched++;
+                        const datePart = (e.eventAt ?? '').slice(0, 10);
+                        if (datePart) affectedDates.add(datePart);
+                        this.logger.log(`[MAINT] Patched AgentEvent ${e.id} ${e.eventType} agent=${agentId} ${e.durationS ?? 'null'}s → ${computed}s`);
+                        await new Promise((r) => setTimeout(r, 80));
+                    } catch (err) {
+                        this.logger.warn(`[MAINT] Patch failed for ${e.id}: ${err}`);
+                        skipped++;
+                    }
+                } else {
+                    skipped++;
+                }
+            }
+        }
+
+        // Re-run rollup for each affected date so AgentSession numbers update.
+        const dates = Array.from(affectedDates);
+        for (const d of dates) {
+            try {
+                await this.history.rollupSessions(d);
+                this.logger.log(`[MAINT] Rollup re-run for ${d}`);
+            } catch (err) {
+                this.logger.warn(`[MAINT] Rollup failed for ${d}: ${err}`);
+            }
+        }
+
+        this.logger.log(`[MAINT] Backfill AgentEvent durations complete: scanned=${events.length} patched=${patched} skipped=${skipped} dates=${dates.join(',')}`);
+        return { status: 'ok', scanned: events.length, patched, skipped, dates };
+    }
+
+    private todayIst(): string {
+        const ist = new Date(Date.now() + 5.5 * 60 * 60 * 1000);
+        return ist.toISOString().slice(0, 10);
+    }
+
+    private async fetchAgentEventsForBackfill(date: string): Promise<Array<{ id: string; eventType: AgentEventType; eventAt: string; durationS: number | null; agentId: string }>> {
+        const events: Array<{ id: string; eventType: AgentEventType; eventAt: string; durationS: number | null; agentId: string }> = [];
+        let after: string | null = null;
+        const rangeFilter = date === 'all'
+            ? ''
+            : `, filter: { eventAt: { gte: "${date}T00:00:00+05:30", lte: "${date}T23:59:59+05:30" } }`;
+
+        for (let page = 0; page < 50; page++) {
+            const cursorArg: string = after ? `, after: "${after}"` : '';
+            const data: any = await this.platform.query<any>(
+                `{ agentEvents(first: 200${cursorArg}${rangeFilter}, orderBy: [{ eventAt: AscNullsLast }]) {
+                    edges { node { id eventType eventAt durationS agentId } }
+                    pageInfo { hasNextPage endCursor }
+                } }`,
+            );
+            const edges = data?.agentEvents?.edges ?? [];
+            for (const e of edges) events.push(e.node);
+            const pageInfo: { hasNextPage?: boolean; endCursor?: string } = data?.agentEvents?.pageInfo ?? {};
+            if (!pageInfo.hasNextPage) break;
+            after = pageInfo.endCursor ?? null;
+        }
+        return events;
+    }
+
+    // Historical enrichment: runs the same CDR-enrichment loop the cron runs,
+    // but kicks it off immediately and (optionally) widens the date window
+    // beyond "today + yesterday" up to the CDR API's 15-day limit.
+    //
+    // POST /api/maint/enrich-call-agents
+    // Headers: x-maint-otp: <OTP>
+    // Body: { days?: number }   — default 2 (matches the cron); max 15
+    @Post('enrich-call-agents')
+    async enrichCallAgents(@Body() body: { days?: number }) {
+        const requestedDays = Math.max(1, Math.min(15, body?.days ?? 2));
+        this.logger.log(`[MAINT] Enrich call agents — days=${requestedDays}`);
+
+        // Call the enrichment service once per date, respecting the 2-req/min
+        // CDR rate limit. Each tick fetches one date's CDR (1 req) so we can
+        // iterate up to 2 dates per minute — enforce a 35s gap between dates.
+        const dates = this.recentDatesIst(requestedDays);
+        let totalScanned = 0;
+        let totalEnriched = 0;
+        let totalSkipped = 0;
+
+        for (let i = 0; i < dates.length; i++) {
+            const date = dates[i];
+            try {
+                const result = await this.enrichSingleDate(date);
+                totalScanned += result.scanned;
+                totalEnriched += result.enriched;
+                totalSkipped += result.skipped;
+                this.logger.log(`[MAINT] ${date} — scanned=${result.scanned} enriched=${result.enriched} skipped=${result.skipped}`);
+            } catch (err: any) {
+                this.logger.warn(`[MAINT] Enrich failed for ${date}: ${err?.message ?? err}`);
+            }
+            // Rate limiting: 35s between dates to stay under 2 req/min on CDR.
+            if (i < dates.length - 1) await new Promise((r) => setTimeout(r, 35_000));
+        }
+
+        this.logger.log(`[MAINT] Enrichment complete: scanned=${totalScanned} enriched=${totalEnriched} skipped=${totalSkipped} across ${dates.length} dates`);
+        return { status: 'ok', scanned: totalScanned, enriched: totalEnriched, skipped: totalSkipped, dates };
+    }
+
+    // Fallback backfill for historical Calls that pre-date UCID persistence.
+    // Can't join to CDR without UCID, so parse the agentName string (which
+    // may be a transfer chain "A -> B -> C"), take the final segment, and
+    // resolve to an Agent entity by name or ozonetelAgentId (case-insensitive).
+    //
+    // POST /api/maint/backfill-call-agents-by-name
+    // Headers: x-maint-otp: <OTP>
+    // Body: {}
+    @Post('backfill-call-agents-by-name')
+    async backfillCallAgentsByName() {
+        this.logger.log('[MAINT] Backfill call agents by name — matching agentName last-segment to Agent entity');
+
+        // Pull all active agents — cheap, cached at service level but we
+        // also need name → UUID maps for this pass. Three indexes:
+        //   - ozonetelAgentId (e.g. "globalhealthx") — matches outbound dispose rows
+        //   - ozonetelDisplayName (e.g. "Ganesh Bandi") — matches inbound webhook rows
+        //   - platform Agent.name (e.g. "Ganesh Iyer") — last-resort fallback
+        const agentData = await this.platform.query<any>(
+            `{ agents(first: 100) { edges { node { id name ozonetelAgentId ozonetelDisplayName } } } }`,
+        );
+        const agentUuidByName = new Map<string, string>();
+        const agentUuidByOzonetelId = new Map<string, string>();
+        const agentUuidByDisplayName = new Map<string, string>();
+        for (const edge of agentData?.agents?.edges ?? []) {
+            const a = edge.node;
+            if (a.name) agentUuidByName.set(a.name.toLowerCase().trim(), a.id);
+            if (a.ozonetelAgentId) agentUuidByOzonetelId.set(a.ozonetelAgentId.toLowerCase().trim(), a.id);
+            if (a.ozonetelDisplayName) agentUuidByDisplayName.set(a.ozonetelDisplayName.toLowerCase().trim(), a.id);
+        }
+
+        let scanned = 0;
+        let patched = 0;
+        let skipped = 0;
+        let unmatched = 0;
+        const unmatchedSamples = new Set<string>();
+
+        // Paginate through all Calls with agentId=null and agentName set.
+        let after: string | null = null;
+        for (let page = 0; page < 50; page++) {
+            const cursorArg: string = after ? `, after: "${after}"` : '';
+            const data: any = await this.platform.query<any>(
+                `{ calls(first: 200${cursorArg}, filter: {
+                    agentId: { is: NULL },
+                    agentName: { is: NOT_NULL }
+                }) {
+                    edges { node { id agentName } }
+                    pageInfo { hasNextPage endCursor }
+                } }`,
+            ).catch(() => ({ calls: { edges: [], pageInfo: {} } }));
+            const edges = data?.calls?.edges ?? [];
+            scanned += edges.length;
+
+            for (const edge of edges) {
+                const call = edge.node;
+                if (!call.agentName || call.agentName.trim() === '') { skipped++; continue; }
+
+                // Take the final hop of the transfer chain, trimmed.
+                const segments = call.agentName.split('->').map((s: string) => s.trim()).filter(Boolean);
+                const last = segments[segments.length - 1];
+                if (!last) { skipped++; continue; }
+
+                // Prefer ozonetelAgentId match (outbound rows store
+                // agentName=agentId); fall back to ozonetelDisplayName
+                // (inbound webhook rows store the Ozonetel display string);
+                // last-resort match on platform Agent.name.
+                const key = last.toLowerCase();
+                const uuid = agentUuidByOzonetelId.get(key)
+                    ?? agentUuidByDisplayName.get(key)
+                    ?? agentUuidByName.get(key);
+                if (!uuid) {
+                    unmatched++;
+                    if (unmatchedSamples.size < 10) unmatchedSamples.add(last);
+                    continue;
+                }
+
+                // Store the raw chain on transferredTo if it was actually chained,
+                // so the audit trail is preserved even without CDR data.
+                const patchData: Record<string, any> = { agentId: uuid };
+                if (segments.length > 1) patchData.transferredTo = call.agentName;
+
+                try {
+                    await this.platform.query<any>(
+                        `mutation($id: UUID!, $data: CallUpdateInput!) { updateCall(id: $id, data: $data) { id } }`,
+                        { id: call.id, data: patchData },
+                    );
+                    patched++;
+                    await new Promise((r) => setTimeout(r, 50));
+                } catch (err) {
+                    skipped++;
+                }
+            }
+
+            const pageInfo = data?.calls?.pageInfo ?? {};
+            if (!pageInfo.hasNextPage) break;
+            after = pageInfo.endCursor ?? null;
+        }
+
+        this.logger.log(`[MAINT] Backfill by name complete: scanned=${scanned} patched=${patched} unmatched=${unmatched} skipped=${skipped}`);
+        return {
+            status: 'ok',
+            scanned,
+            patched,
+            unmatched,
+            skipped,
+            unmatchedSamples: Array.from(unmatchedSamples),
+        };
+    }
+
+    private async enrichSingleDate(date: string): Promise<{ scanned: number; enriched: number; skipped: number }> {
+        // Reuse the cdr-enrichment path via its runOnce method, but scoped.
+        // For simplicity we reimplement the single-date logic here so we can
+        // parameterize the date without leaking CDR-enrichment internals.
+        const cdrRows = await this.ozonetel.fetchCDR({ date });
+        if (cdrRows.length === 0) return { scanned: 0, enriched: 0, skipped: 0 };
+
+        const byUcid = new Map<string, any>();
+        for (const row of cdrRows) {
+            const ucid = String(row.UCID ?? '').trim();
+            if (ucid) byUcid.set(ucid, row);
+        }
+
+        // Fetch calls missing agent link on this date
+        const gte = `${date}T00:00:00+05:30`;
+        const lte = `${date}T23:59:59+05:30`;
+        const calls: Array<any> = [];
+        let after: string | null = null;
+        for (let page = 0; page < 30; page++) {
+            const cursorArg: string = after ? `, after: "${after}"` : '';
+            const data: any = await this.platform.query<any>(
+                `{ calls(first: 200${cursorArg}, filter: {
+                    startedAt: { gte: "${gte}", lte: "${lte}" },
+                    ucid: { is: NOT_NULL },
+                    agentId: { is: NULL }
+                }) {
+                    edges { node { id ucid agentId transferredTo transferType } }
+                    pageInfo { hasNextPage endCursor }
+                } }`,
+            ).catch(() => ({ calls: { edges: [], pageInfo: {} } }));
+            const edges = data?.calls?.edges ?? [];
+            for (const e of edges) calls.push(e.node);
+            const pageInfo = data?.calls?.pageInfo ?? {};
+            if (!pageInfo.hasNextPage) break;
+            after = pageInfo.endCursor ?? null;
+        }
+
+        let enriched = 0;
+        let skipped = 0;
+        for (const call of calls) {
+            const cdrRow = byUcid.get(String(call.ucid).trim());
+            if (!cdrRow) { skipped++; continue; }
+            const patch: Record<string, any> = {};
+            if (cdrRow.AgentID && !call.agentId) {
+                const uuid = await this.agentLookup.resolveByOzonetelId(cdrRow.AgentID);
+                if (uuid) patch.agentId = uuid;
+                if (cdrRow.AgentName) patch.agentName = cdrRow.AgentName;
+            }
+            if (cdrRow.TransferredTo && !call.transferredTo) patch.transferredTo = cdrRow.TransferredTo;
+            if (cdrRow.TransferType && !call.transferType) patch.transferType = cdrRow.TransferType;
+
+            if (Object.keys(patch).length === 0) { skipped++; continue; }
+            try {
+                await this.platform.query<any>(
+                    `mutation($id: UUID!, $data: CallUpdateInput!) { updateCall(id: $id, data: $data) { id } }`,
+                    { id: call.id, data: patch },
+                );
+                enriched++;
+                await new Promise((r) => setTimeout(r, 80));
+            } catch (err) {
+                skipped++;
+            }
+        }
+        return { scanned: calls.length, enriched, skipped };
+    }
+
+    private recentDatesIst(n: number): string[] {
+        const dates: string[] = [];
+        for (let i = 0; i < n; i++) {
+            const d = new Date(Date.now() + 5.5 * 60 * 60 * 1000 - i * 24 * 60 * 60 * 1000);
+            dates.push(d.toISOString().slice(0, 10));
+        }
+        return dates;
+    }
+
+    // Infer clinicId on historical Appointments that were written before
+    // the clinicId-persistence fix went live. Lookup path:
+    //   Appointment.doctorId + Appointment.scheduledAt.dayOfWeek
+    //     → DoctorVisitSlot rows for that doctor on that weekday
+    //     → if single clinic → use it
+    //     → if multiple clinics → match by time-of-day window (slot covers scheduledAt time)
+    //     → if still ambiguous → match by department, else skip
+    //
+    // POST /api/maint/backfill-appointment-clinics
+    // Headers: x-maint-otp: <OTP>
+    @Post('backfill-appointment-clinics')
+    async backfillAppointmentClinics() {
+        this.logger.log('[MAINT] Backfill Appointment.clinicId — inferring from doctorVisitSlots');
+
+        // 1. Pull all appointments missing clinicId
+        const appointments: Array<{ id: string; doctorId: string | null; scheduledAt: string | null; department: string | null }> = [];
+        let after: string | null = null;
+        for (let page = 0; page < 50; page++) {
+            const cursor: string = after ? `, after: "${after}"` : '';
+            const data: any = await this.platform.query<any>(
+                `{ appointments(first: 200${cursor}, filter: { clinicId: { is: NULL } }) {
+                    edges { node { id doctorId scheduledAt department } }
+                    pageInfo { hasNextPage endCursor }
+                } }`,
+            ).catch(() => ({ appointments: { edges: [], pageInfo: {} } }));
+            const edges = data?.appointments?.edges ?? [];
+            for (const e of edges) appointments.push(e.node);
+            const info = data?.appointments?.pageInfo ?? {};
+            if (!info.hasNextPage) break;
+            after = info.endCursor ?? null;
+        }
+        this.logger.log(`[MAINT] Found ${appointments.length} appointments missing clinicId`);
+        if (appointments.length === 0) {
+            return { status: 'ok', scanned: 0, patched: 0, skipped: 0 };
+        }
+
+        // 2. For each unique doctorId, pre-load visit slots (7 weekdays × clinic rows).
+        const uniqueDoctorIds = [...new Set(appointments.map((a) => a.doctorId).filter(Boolean) as string[])];
+        const slotsByDoctor = new Map<string, Array<{ dayOfWeek: string; startTime: string; endTime: string; clinicId: string; clinicName: string }>>();
+        for (const docId of uniqueDoctorIds) {
+            try {
+                const data: any = await this.platform.query<any>(
+                    `{ doctorVisitSlots(first: 50, filter: { doctorId: { eq: "${docId}" } }) {
+                        edges { node { dayOfWeek startTime endTime clinic { id clinicName } } }
+                    } }`,
+                );
+                const rows = (data?.doctorVisitSlots?.edges ?? []).map((e: any) => ({
+                    dayOfWeek: e.node.dayOfWeek,
+                    startTime: e.node.startTime,
+                    endTime: e.node.endTime,
+                    clinicId: e.node.clinic?.id,
+                    clinicName: e.node.clinic?.clinicName ?? '',
+                })).filter((r: any) => r.clinicId);
+                slotsByDoctor.set(docId, rows);
+            } catch {
+                slotsByDoctor.set(docId, []);
+            }
+            await new Promise((r) => setTimeout(r, 50));
+        }
+
+        // 3. Walk each appointment, infer the clinic, patch.
+        let patched = 0;
+        let skipped = 0;
+        const skippedReasons: Record<string, number> = { noDoctor: 0, noScheduledAt: 0, noSlots: 0, ambiguous: 0 };
+
+        for (const appt of appointments) {
+            if (!appt.doctorId) { skipped++; skippedReasons.noDoctor++; continue; }
+            if (!appt.scheduledAt) { skipped++; skippedReasons.noScheduledAt++; continue; }
+
+            const slots = slotsByDoctor.get(appt.doctorId) ?? [];
+            if (slots.length === 0) { skipped++; skippedReasons.noSlots++; continue; }
+
+            // Appointment time in IST
+            const ist = new Date(new Date(appt.scheduledAt).getTime() + 5.5 * 60 * 60 * 1000);
+            const dayOfWeek = ist.toLocaleDateString('en-US', { weekday: 'long', timeZone: 'UTC' }).toUpperCase();
+            const apptMinutes = ist.getUTCHours() * 60 + ist.getUTCMinutes();
+
+            // Match slots for same weekday where the appointment time falls within the window
+            const toMin = (hhmm: string): number => {
+                const [h, m] = hhmm.split(':').map(Number);
+                return h * 60 + (m ?? 0);
+            };
+            let candidates = slots.filter((s) => s.dayOfWeek === dayOfWeek);
+            if (candidates.length > 0) {
+                const inWindow = candidates.filter((s) => {
+                    const start = toMin(s.startTime ?? '00:00');
+                    const end = toMin(s.endTime ?? '23:59');
+                    return apptMinutes >= start && apptMinutes < end;
+                });
+                if (inWindow.length > 0) candidates = inWindow;
+            }
+            // Distinct clinics among candidates
+            const distinctClinics = [...new Set(candidates.map((c) => c.clinicId))];
+            let clinicId: string | null = null;
+            if (distinctClinics.length === 1) {
+                clinicId = distinctClinics[0];
+            } else if (distinctClinics.length > 1) {
+                // Ambiguous — doctor visits multiple clinics in this window.
+                // Pick deterministically by clinic id lex-order so re-runs land
+                // on the same choice. Log the ambiguity so QA can review.
+                clinicId = [...distinctClinics].sort()[0];
+                this.logger.debug(`[MAINT] Ambiguous clinic for appt=${appt.id} — doctor=${appt.doctorId} day=${dayOfWeek} candidates=${distinctClinics.join(',')} picked=${clinicId}`);
+            }
+            // Last resort: any clinic for that doctor (pick first)
+            if (!clinicId && slots.length > 0) clinicId = slots[0].clinicId;
+
+            if (!clinicId) { skipped++; skippedReasons.ambiguous++; continue; }
+
+            try {
+                await this.platform.query<any>(
+                    `mutation($id: UUID!, $data: AppointmentUpdateInput!) { updateAppointment(id: $id, data: $data) { id } }`,
+                    { id: appt.id, data: { clinicId } },
+                );
+                patched++;
+                await new Promise((r) => setTimeout(r, 40));
+            } catch (err: any) {
+                this.logger.warn(`[MAINT] updateAppointment(${appt.id}) failed: ${err?.message ?? err}`);
+                skipped++;
+            }
+        }
+
+        this.logger.log(`[MAINT] Appointment clinic backfill complete: scanned=${appointments.length} patched=${patched} skipped=${skipped} reasons=${JSON.stringify(skippedReasons)}`);
+        return { status: 'ok', scanned: appointments.length, patched, skipped, skippedReasons };
+    }
+
+    // Backfill disposition + SLA timing on historical calls using CDR data.
+    // Walks calls from a given date (IST), joins to CDR by UCID, and patches
+    // disposition (from CDR's mapped value) + timing fields. Idempotent —
+    // only overwrites null fields (disposition is always overwritten since
+    // the webhook default is unreliable).
+    @Post('backfill-call-disposition-timing')
+    async backfillCallDispositionTiming(@Body() body: { date?: string }) {
+        const date = body.date ?? new Date(Date.now() + 5.5 * 60 * 60 * 1000).toISOString().slice(0, 10);
+        this.logger.log(`[MAINT] Backfill disposition+timing for date=${date}`);
+
+        // Fetch CDR for the date
+        const cdrRows = await this.ozonetel.fetchCDR({ date }).catch(() => []);
+        if (cdrRows.length === 0) return { status: 'ok', date, scanned: 0, patched: 0, skipped: 0 };
+
+        // Build UCID + monitorUCID map
+        const byUcid = new Map<string, any>();
+        for (const row of cdrRows) {
+            const ucid = String(row.UCID ?? '').trim();
+            const monUcid = String(row.monitorUCID ?? '').trim();
+            if (ucid) byUcid.set(ucid, row);
+            if (monUcid && monUcid !== ucid) byUcid.set(monUcid, row);
+        }
+
+        // Fetch calls for the date that have a UCID
+        const gte = `${date}T00:00:00+05:30`;
+        const lte = `${date}T23:59:59+05:30`;
+        const callsData = await this.platform.query<any>(
+            `{ calls(first: 500, filter: {
+                startedAt: { gte: "${gte}", lte: "${lte}" },
+                ucid: { is: NOT_NULL }
+            }) { edges { node {
+                id ucid disposition assignedAt answeredAt responseTimeS startedAt
+            } } } }`,
+        ).catch(() => ({ calls: { edges: [] } }));
+
+        const calls = callsData?.calls?.edges?.map((e: any) => e.node) ?? [];
+        let patched = 0;
+        let skipped = 0;
+
+        const dispositionMap: Record<string, string> = {
+            'General Enquiry': 'INFO_PROVIDED',
+            'Appointment Booked': 'APPOINTMENT_BOOKED',
+            'Follow Up': 'FOLLOW_UP_SCHEDULED',
+            'Not Interested': 'NOT_INTERESTED',
+            'Wrong Number': 'WRONG_NUMBER',
+            'No Answer': 'NO_ANSWER',
+        };
+
+        const parseHms = (hms: string | null | undefined): number | null => {
+            if (!hms) return null;
+            const parts = String(hms).split(':').map(Number);
+            if (parts.length !== 3 || parts.some(isNaN)) return null;
+            return parts[0] * 3600 + parts[1] * 60 + parts[2];
+        };
+
+        for (const call of calls) {
+            const cdrRow = byUcid.get(String(call.ucid).trim());
+            if (!cdrRow) { skipped++; continue; }
+
+            const patch: Record<string, any> = {};
+
+            // Disposition — always overwrite (webhook default is unreliable)
+            const cdrDisp = dispositionMap[cdrRow.Disposition] ?? null;
+            if (cdrDisp) patch.disposition = cdrDisp;
+
+            // Timing — only fill if null
+            if (!call.answeredAt && cdrRow.AnswerTime) {
+                patch.answeredAt = new Date(cdrRow.AnswerTime).toISOString();
+            }
+            if (!call.assignedAt && cdrRow.StartTime) {
+                patch.assignedAt = new Date(cdrRow.StartTime).toISOString();
+            }
+            if (!call.responseTimeS && call.startedAt && (patch.answeredAt || call.answeredAt)) {
+                const start = new Date(call.startedAt).getTime();
+                const answered = new Date(patch.answeredAt ?? call.answeredAt).getTime();
+                if (!isNaN(start) && !isNaN(answered)) {
+                    patch.responseTimeS = Math.max(0, Math.round((answered - start) / 1000));
+                }
+            }
+
+            // CDR timing fields
+            const handlingSec = parseHms(cdrRow.HandlingTime);
+            const wrapupSec = parseHms(cdrRow.WrapupDuration);
+            const holdSec = parseHms(cdrRow.HoldDuration);
+            if (handlingSec !== null) patch.handlingTimeS = handlingSec;
+            if (wrapupSec !== null) patch.acwDurationS = wrapupSec;
+            if (holdSec !== null) patch.holdDurationS = holdSec;
+
+            if (Object.keys(patch).length === 0) { skipped++; continue; }
+
+            try {
+                await this.platform.query<any>(
+                    `mutation($id: UUID!, $data: CallUpdateInput!) { updateCall(id: $id, data: $data) { id } }`,
+                    { id: call.id, data: patch },
+                );
+                patched++;
+            } catch (err: any) {
+                this.logger.warn(`[MAINT] Backfill patch failed for ${call.id}: ${err.message}`);
+                skipped++;
+            }
+        }
+
+        this.logger.log(`[MAINT] Disposition+timing backfill complete: date=${date} scanned=${calls.length} patched=${patched} skipped=${skipped}`);
+        return { status: 'ok', date, scanned: calls.length, patched, skipped };
+    }
 }

src/masterdata/masterdata.controller.ts

@@ -0,0 +1,45 @@
+import { Controller, Get, Query, Logger } from '@nestjs/common';
+import { MasterdataService } from './masterdata.service';
+
+@Controller('api/masterdata')
+export class MasterdataController {
+    private readonly logger = new Logger(MasterdataController.name);
+
+    constructor(private masterdata: MasterdataService) {}
+
+    @Get('departments')
+    async departments() {
+        return this.masterdata.getDepartments();
+    }
+
+    @Get('doctors')
+    async doctors() {
+        return this.masterdata.getDoctors();
+    }
+
+    @Get('clinics')
+    async clinics() {
+        return this.masterdata.getClinics();
+    }
+
+    // Available time slots for a doctor on a given date.
+    // Computed from DoctorVisitSlot entities (doctor × clinic × dayOfWeek).
+    // Returns 30-min slots within the doctor's visiting window for that day.
+    //
+    // GET /api/masterdata/slots?doctorId=xxx&date=2026-04-15
+    @Get('slots')
+    async slots(
+        @Query('doctorId') doctorId: string,
+        @Query('date') date: string,
+    ) {
+        if (!doctorId || !date) return [];
+        return this.masterdata.getAvailableSlots(doctorId, date);
+    }
+
+    // Force cache refresh (admin use)
+    @Get('refresh')
+    async refresh() {
+        await this.masterdata.invalidateAll();
+        return { refreshed: true };
+    }
+}

src/masterdata/masterdata.module.ts

@@ -0,0 +1,13 @@
+import { Module } from '@nestjs/common';
+import { PlatformModule } from '../platform/platform.module';
+import { AuthModule } from '../auth/auth.module';
+import { MasterdataController } from './masterdata.controller';
+import { MasterdataService } from './masterdata.service';
+
+@Module({
+    imports: [PlatformModule, AuthModule],
+    controllers: [MasterdataController],
+    providers: [MasterdataService],
+    exports: [MasterdataService],
+})
+export class MasterdataModule {}

src/masterdata/masterdata.service.ts

@@ -0,0 +1,213 @@
+import { Injectable, Logger, OnModuleInit } from '@nestjs/common';
+import { ConfigService } from '@nestjs/config';
+import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+import { SessionService } from '../auth/session.service';
+
+// Master data: cached lookups for departments, doctors, clinics.
+// Fetched from the platform on first request, cached in Redis with TTL.
+// Frontend dropdowns use these instead of direct GraphQL queries.
+
+const CACHE_TTL = 300; // 5 minutes
+const KEY_DEPARTMENTS = 'masterdata:departments';
+const KEY_DOCTORS = 'masterdata:doctors';
+const KEY_CLINICS = 'masterdata:clinics';
+
+@Injectable()
+export class MasterdataService implements OnModuleInit {
+    private readonly logger = new Logger(MasterdataService.name);
+    private readonly apiKey: string;
+
+    constructor(
+        private config: ConfigService,
+        private platform: PlatformGraphqlService,
+        private cache: SessionService,
+    ) {
+        this.apiKey = this.config.get<string>('platform.apiKey') ?? process.env.PLATFORM_API_KEY ?? '';
+    }
+
+    async onModuleInit() {
+        // Warm cache on startup
+        try {
+            await this.getDepartments();
+            await this.getDoctors();
+            await this.getClinics();
+            this.logger.log('Master data cache warmed');
+        } catch (err: any) {
+            this.logger.warn(`Cache warm failed: ${err.message}`);
+        }
+    }
+
+    async getDepartments(): Promise<string[]> {
+        const cached = await this.cache.getCache(KEY_DEPARTMENTS);
+        if (cached) return JSON.parse(cached);
+
+        const auth = `Bearer ${this.apiKey}`;
+        const data = await this.platform.queryWithAuth<any>(
+            `{ doctors(first: 500) { edges { node { department } } } }`,
+            undefined, auth,
+        );
+
+        const departments = Array.from(new Set(
+            data.doctors.edges
+                .map((e: any) => e.node.department)
+                .filter((d: string) => d && d.trim()),
+        )).sort() as string[];
+
+        await this.cache.setCache(KEY_DEPARTMENTS, JSON.stringify(departments), CACHE_TTL);
+        this.logger.log(`Cached ${departments.length} departments`);
+        return departments;
+    }
+
+    async getDoctors(): Promise<Array<{ id: string; name: string; department: string; qualifications: string }>> {
+        const cached = await this.cache.getCache(KEY_DOCTORS);
+        if (cached) return JSON.parse(cached);
+
+        const auth = `Bearer ${this.apiKey}`;
+        const data = await this.platform.queryWithAuth<any>(
+            `{ doctors(first: 500) { edges { node {
+                id name department qualifications specialty active
+                fullName { firstName lastName }
+            } } } }`,
+            undefined, auth,
+        );
+
+        const doctors = data.doctors.edges
+            .map((e: any) => ({
+                id: e.node.id,
+                name: e.node.name ?? `${e.node.fullName?.firstName ?? ''} ${e.node.fullName?.lastName ?? ''}`.trim(),
+                department: e.node.department ?? '',
+                qualifications: e.node.qualifications ?? '',
+                specialty: e.node.specialty ?? '',
+                active: e.node.active ?? true,
+            }))
+            .filter((d: any) => d.active !== false);
+
+        await this.cache.setCache(KEY_DOCTORS, JSON.stringify(doctors), CACHE_TTL);
+        this.logger.log(`Cached ${doctors.length} doctors`);
+        return doctors;
+    }
+
+    async getClinics(): Promise<Array<{ id: string; name: string; phone: string; address: string; opensAt: string; closesAt: string }>> {
+        const cached = await this.cache.getCache(KEY_CLINICS);
+        if (cached) return JSON.parse(cached);
+
+        const auth = `Bearer ${this.apiKey}`;
+        const data = await this.platform.queryWithAuth<any>(
+            `{ clinics(first: 50) { edges { node {
+                id clinicName status opensAt closesAt
+                phone { primaryPhoneNumber }
+                addressCustom { addressCity addressState }
+            } } } }`,
+            undefined, auth,
+        );
+
+        const clinics = data.clinics.edges
+            .filter((e: any) => e.node.status !== 'INACTIVE')
+            .map((e: any) => ({
+                id: e.node.id,
+                name: e.node.clinicName ?? '',
+                phone: e.node.phone?.primaryPhoneNumber ?? '',
+                opensAt: e.node.opensAt ?? '08:00',
+                closesAt: e.node.closesAt ?? '20:00',
+                address: [e.node.addressCustom?.addressCity, e.node.addressCustom?.addressState].filter(Boolean).join(', '),
+            }));
+
+        await this.cache.setCache(KEY_CLINICS, JSON.stringify(clinics), CACHE_TTL);
+        this.logger.log(`Cached ${clinics.length} clinics`);
+        return clinics;
+    }
+
+    // Available time slots for a doctor on a given date.
+    // Reads DoctorVisitSlot entities for the matching dayOfWeek,
+    // then generates 30-min slots within each visiting window.
+    async getAvailableSlots(doctorId: string, date: string): Promise<Array<{ time: string; label: string; clinicId: string; clinicName: string }>> {
+        const dayOfWeek = new Date(date).toLocaleDateString('en-US', { weekday: 'long' }).toUpperCase();
+        const cacheKey = `masterdata:slots:${doctorId}:${dayOfWeek}`;
+
+        // Cache stores the UNFILTERED full-day slot list (keyed by dayOfWeek,
+        // so it's reusable across dates that fall on the same weekday). The
+        // "hide past slots on today" filter is applied AFTER cache read so it
+        // stays correct as real-time advances without cache churn.
+        const cached = await this.cache.getCache(cacheKey);
+        if (cached) return this.filterPastSlotsForToday(JSON.parse(cached), date);
+
+        const auth = `Bearer ${this.apiKey}`;
+        const data = await this.platform.queryWithAuth<any>(
+            `{ doctorVisitSlots(first: 100, filter: { doctorId: { eq: "${doctorId}" }, dayOfWeek: { eq: ${dayOfWeek} } }) {
+                edges { node { id startTime endTime clinic { id clinicName } } }
+            } }`,
+            undefined, auth,
+        );
+
+        const slots: Array<{ time: string; label: string; clinicId: string; clinicName: string }> = [];
+
+        for (const edge of data.doctorVisitSlots?.edges ?? []) {
+            const node = edge.node;
+            const clinicId = node.clinic?.id ?? '';
+            const clinicName = node.clinic?.clinicName ?? '';
+            const startTime = node.startTime ?? '09:00';
+            const endTime = node.endTime ?? '17:00';
+
+            // Generate 30-min slots within visiting window
+            const [startH, startM] = startTime.split(':').map(Number);
+            const [endH, endM] = endTime.split(':').map(Number);
+            let h = startH, m = startM ?? 0;
+            const endMin = endH * 60 + (endM ?? 0);
+
+            while (h * 60 + m < endMin) {
+                const hh = h.toString().padStart(2, '0');
+                const mm = m.toString().padStart(2, '0');
+                const ampm = h < 12 ? 'AM' : 'PM';
+                const displayH = h === 0 ? 12 : h > 12 ? h - 12 : h;
+                slots.push({
+                    time: `${hh}:${mm}`,
+                    label: `${displayH}:${mm.toString().padStart(2, '0')} ${ampm} — ${clinicName}`,
+                    clinicId,
+                    clinicName,
+                });
+                m += 30;
+                if (m >= 60) { h++; m = 0; }
+            }
+        }
+
+        // Sort by time
+        slots.sort((a, b) => a.time.localeCompare(b.time));
+
+        // Cache the full UNFILTERED list so reuse across dates (same dayOfWeek)
+        // doesn't mis-serve filtered data from an earlier date.
+        await this.cache.setCache(cacheKey, JSON.stringify(slots), CACHE_TTL);
+        this.logger.log(`Generated ${slots.length} slots for doctor ${doctorId} on ${dayOfWeek}`);
+
+        return this.filterPastSlotsForToday(slots, date);
+    }
+
+    // When the requested date is today (IST), hide slots whose time has
+    // already passed (30-min buffer so we don't offer the impossible-to-keep
+    // "in 5 minutes" slot). Applies to both cache-hit and fresh fetch paths.
+    private filterPastSlotsForToday(
+        slots: Array<{ time: string; label: string; clinicId: string; clinicName: string }>,
+        date: string,
+    ): Array<{ time: string; label: string; clinicId: string; clinicName: string }> {
+        const todayIst = new Date().toLocaleDateString('en-CA', { timeZone: 'Asia/Kolkata' });
+        if (date !== todayIst) return slots;
+
+        const nowHHMM = new Date().toLocaleTimeString('en-GB', {
+            timeZone: 'Asia/Kolkata', hour: '2-digit', minute: '2-digit',
+        });
+        const [nowH, nowM] = nowHHMM.split(':').map(Number);
+        const cutoff = nowH * 60 + nowM + 30; // 30-min buffer
+        const filtered = slots.filter((s) => {
+            const [h, m] = s.time.split(':').map(Number);
+            return h * 60 + m >= cutoff;
+        });
+        this.logger.log(`[SLOTS] Today filter: ${slots.length} → ${filtered.length} (now=${nowHHMM} IST, cutoff=${Math.floor(cutoff / 60)}:${String(cutoff % 60).padStart(2, '0')})`);
+        return filtered;
+    }
+
+    async invalidateAll(): Promise<void> {
+        await this.cache.setCache(KEY_DEPARTMENTS, '', 1);
+        await this.cache.setCache(KEY_DOCTORS, '', 1);
+        await this.cache.setCache(KEY_CLINICS, '', 1);
+        this.logger.log('Master data cache invalidated');
+    }
+}

src/ozonetel/cdr-enrichment.service.ts

@@ -0,0 +1,174 @@
+import { Injectable, Logger, OnModuleInit, OnModuleDestroy } from '@nestjs/common';
+import { OzonetelAgentService } from './ozonetel-agent.service';
+import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+import { AgentLookupService } from '../platform/agent-lookup.service';
+
+/**
+ * Periodically pulls Ozonetel CDR (per-row, includes unique AgentID) and
+ * enriches Call records that were created from the missed-call webhook
+ * or outbound dispose without the authoritative agent relation.
+ *
+ * Runs every 30 minutes — well under Ozonetel's 2-req/min cap on the CDR
+ * endpoints (one fetch per workspace per tick = 2/hour).
+ *
+ * Pairs Call rows to CDR rows by `ucid`. Only patches Calls that are
+ * missing `agentId` / `transferredTo` / `transferType` — idempotent.
+ */
+const ENRICHMENT_INTERVAL_MS = 30 * 60 * 1000;
+const ENRICHMENT_DATE_WINDOW_DAYS = 2; // today + yesterday in case late-arriving calls straddle IST midnight
+
+@Injectable()
+export class CdrEnrichmentService implements OnModuleInit, OnModuleDestroy {
+    private readonly logger = new Logger(CdrEnrichmentService.name);
+    private timer: NodeJS.Timeout | null = null;
+
+    constructor(
+        private readonly ozonetel: OzonetelAgentService,
+        private readonly platform: PlatformGraphqlService,
+        private readonly agentLookup: AgentLookupService,
+    ) {}
+
+    async onModuleInit() {
+        // Kick off after 60s so the sidecar isn't hammering platform during boot,
+        // then settle into the 30-min cadence.
+        setTimeout(() => {
+            this.runOnce().catch((err) => {
+                this.logger.warn(`[CDR-ENRICH] First run failed: ${err?.message ?? err}`);
+            });
+        }, 60_000);
+        this.timer = setInterval(() => {
+            this.runOnce().catch((err) => {
+                this.logger.warn(`[CDR-ENRICH] Tick failed: ${err?.message ?? err}`);
+            });
+        }, ENRICHMENT_INTERVAL_MS);
+    }
+
+    onModuleDestroy() {
+        if (this.timer) clearInterval(this.timer);
+    }
+
+    async runOnce(): Promise<{ scanned: number; enriched: number; skipped: number }> {
+        let scanned = 0;
+        let enriched = 0;
+        let skipped = 0;
+
+        // Walk the IST-date window. For each date, pull CDR + patch Calls.
+        // Sleep 35s between dates — Ozonetel caps CDR endpoints at 2 req/min
+        // and the dispose flow shares that budget (fetchCdrByUCID per outbound).
+        const dates = this.recentDatesIst(ENRICHMENT_DATE_WINDOW_DAYS);
+        for (let i = 0; i < dates.length; i++) {
+            const date = dates[i];
+            if (i > 0) await new Promise((r) => setTimeout(r, 35_000));
+            const cdrRows = await this.ozonetel.fetchCDR({ date }).catch(() => []);
+            if (cdrRows.length === 0) continue;
+
+            // Build UCID → cdr-row map so we can O(1) join per Call.
+            // Ozonetel emits two identifiers per call — `UCID` (caller-leg)
+            // and `monitorUCID` (agent-leg). The webhook stores `monitorUCID`,
+            // but the bulk CDR rows are keyed on caller-leg `UCID`. Index
+            // both so the lookup at line ~79 finds the row regardless of
+            // which side was persisted. Without this, transferred inbound
+            // calls never get their agent relation enriched.
+            const byUcid = new Map<string, any>();
+            for (const row of cdrRows) {
+                const ucid = String(row.UCID ?? '').trim();
+                const monitorUcid = String(row.monitorUCID ?? '').trim();
+                if (ucid) byUcid.set(ucid, row);
+                if (monitorUcid && monitorUcid !== ucid) byUcid.set(monitorUcid, row);
+            }
+            if (byUcid.size === 0) continue;
+
+            // Pull Calls in the same date window that are missing agent linkage
+            // (i.e. ucid set, agentId null). Patch each.
+            const calls = await this.fetchCallsMissingAgent(date);
+            scanned += calls.length;
+
+            for (const call of calls) {
+                const cdrRow = byUcid.get(String(call.ucid).trim());
+                if (!cdrRow) { skipped++; continue; }
+
+                const patch: Record<string, any> = {};
+                if (!call.agentId) {
+                    // Primary resolution: use AgentID from CDR (unique lowercase id).
+                    const cdrAgentId = cdrRow.AgentID;
+                    let uuid = cdrAgentId
+                        ? await this.agentLookup.resolveByOzonetelId(cdrAgentId)
+                        : null;
+                    // Fallback: CDR AgentName may be a chain ("A -> B") for
+                    // transferred calls. Pick the final handler (last segment)
+                    // and look it up by display name or ozonetelId. Matches
+                    // the write-time resolution in missed-call-webhook.
+                    if (!uuid && cdrRow.AgentName) {
+                        const segments = String(cdrRow.AgentName).split('->').map((s) => s.trim()).filter(Boolean);
+                        const finalHandler = segments[segments.length - 1];
+                        if (finalHandler) {
+                            uuid =
+                                (await this.agentLookup.resolveByOzonetelId(finalHandler)) ??
+                                (await this.agentLookup.resolveByDisplayName(finalHandler));
+                        }
+                    }
+                    if (uuid) patch.agentId = uuid;
+                    if (cdrRow.AgentName) patch.agentName = cdrRow.AgentName;
+                }
+                if (cdrRow.TransferredTo && !call.transferredTo) patch.transferredTo = cdrRow.TransferredTo;
+                if (cdrRow.TransferType && !call.transferType) patch.transferType = cdrRow.TransferType;
+
+                if (Object.keys(patch).length === 0) { skipped++; continue; }
+
+                try {
+                    await this.platform.query<any>(
+                        `mutation($id: UUID!, $data: CallUpdateInput!) { updateCall(id: $id, data: $data) { id } }`,
+                        { id: call.id, data: patch },
+                    );
+                    enriched++;
+                    await new Promise((r) => setTimeout(r, 50));
+                } catch (err: any) {
+                    this.logger.warn(`[CDR-ENRICH] Patch failed for ${call.id}: ${err?.message ?? err}`);
+                    skipped++;
+                }
+            }
+        }
+
+        if (scanned > 0 || enriched > 0) {
+            this.logger.log(`[CDR-ENRICH] Pass complete — dates=[${dates.join(',')}] scanned=${scanned} enriched=${enriched} skipped=${skipped}`);
+        }
+        return { scanned, enriched, skipped };
+    }
+
+    private async fetchCallsMissingAgent(date: string): Promise<Array<{ id: string; ucid: string | null; agentId: string | null; transferredTo: string | null; transferType: string | null }>> {
+        // Bound by IST day. CDR window is 15 days; we only ever need recent.
+        const gte = `${date}T00:00:00+05:30`;
+        const lte = `${date}T23:59:59+05:30`;
+        const results: Array<any> = [];
+        let after: string | null = null;
+
+        for (let page = 0; page < 20; page++) {
+            const cursorArg: string = after ? `, after: "${after}"` : '';
+            const data: any = await this.platform.query<any>(
+                `{ calls(first: 200${cursorArg}, filter: {
+                    startedAt: { gte: "${gte}", lte: "${lte}" },
+                    ucid: { is: NOT_NULL },
+                    agentId: { is: NULL }
+                }) {
+                    edges { node { id ucid agentId transferredTo transferType } }
+                    pageInfo { hasNextPage endCursor }
+                } }`,
+            ).catch(() => ({ calls: { edges: [], pageInfo: {} } }));
+            const edges = data?.calls?.edges ?? [];
+            for (const e of edges) results.push(e.node);
+            const pageInfo = data?.calls?.pageInfo ?? {};
+            if (!pageInfo.hasNextPage) break;
+            after = pageInfo.endCursor ?? null;
+        }
+        return results;
+    }
+
+    private recentDatesIst(n: number): string[] {
+        const dates: string[] = [];
+        for (let i = 0; i < n; i++) {
+            const d = new Date(Date.now() + 5.5 * 60 * 60 * 1000 - i * 24 * 60 * 60 * 1000);
+            dates.push(d.toISOString().slice(0, 10));
+        }
+        return dates;
+    }
+}

src/ozonetel/ozonetel-admin-auth.service.ts

@@ -0,0 +1,127 @@
+import { Injectable, Logger, OnModuleInit } from '@nestjs/common';
+import { publicEncrypt, constants as cryptoConstants } from 'crypto';
+import axios from 'axios';
+import { TelephonyConfigService } from '../config/telephony-config.service';
+
+// Ozonetel admin API auth — login with RSA-encrypted credentials, cache JWT.
+// Used by supervisor barge endpoints to call dashboardApi.
+//
+// Auth flow (from CA-Admin source code):
+// 1. GET /api/auth/public-key → { publicKey, keyId }
+// 2. RSA-encrypt username + password with publicKey
+// 3. POST /auth/login → JWT token
+// 4. All admin API calls use: Authorization: Bearer <jwt>, userId, userName, isSuperAdmin
+
+@Injectable()
+export class OzonetelAdminAuthService implements OnModuleInit {
+    private readonly logger = new Logger(OzonetelAdminAuthService.name);
+    private cachedToken: string | null = null;
+    private cachedUserId: string | null = null;
+    private cachedUserName: string | null = null;
+    private tokenExpiresAt = 0;
+
+    constructor(private readonly telephony: TelephonyConfigService) {}
+
+    async onModuleInit() {
+        const config = this.telephony.getConfig();
+        if (config.ozonetel.adminUsername && config.ozonetel.adminPassword) {
+            this.logger.log('Ozonetel admin credentials configured — will authenticate on first use');
+        } else {
+            this.logger.warn('Ozonetel admin credentials not configured — supervisor barge will be unavailable');
+        }
+    }
+
+    private get apiBase(): string {
+        return 'https://api.cloudagent.ozonetel.com';
+    }
+
+    async getAuthHeaders(): Promise<Record<string, string>> {
+        const token = await this.getToken();
+        return {
+            'Content-Type': 'application/json',
+            'Authorization': `Bearer ${token}`,
+            'userId': this.cachedUserId ?? '',
+            'userName': this.cachedUserName ?? '',
+            'isSuperAdmin': 'true',
+            'dAccessType': 'false',
+        };
+    }
+
+    async getToken(): Promise<string> {
+        if (this.cachedToken && Date.now() < this.tokenExpiresAt) {
+            return this.cachedToken;
+        }
+        return this.login();
+    }
+
+    private rsaEncrypt(publicKeyRaw: string, plaintext: string): string {
+        // Ozonetel returns raw base64 without PEM headers — wrap it
+        const pem = publicKeyRaw.includes('-----BEGIN')
+            ? publicKeyRaw
+            : `-----BEGIN PUBLIC KEY-----\n${publicKeyRaw}\n-----END PUBLIC KEY-----`;
+        const buffer = Buffer.from(plaintext, 'utf8');
+        const encrypted = publicEncrypt(
+            { key: pem, padding: cryptoConstants.RSA_PKCS1_PADDING },
+            buffer,
+        );
+        return encrypted.toString('base64');
+    }
+
+    private async login(): Promise<string> {
+        const config = this.telephony.getConfig();
+        const { adminUsername, adminPassword } = config.ozonetel;
+
+        if (!adminUsername || !adminPassword) {
+            throw new Error('Ozonetel admin credentials not configured');
+        }
+
+        // Step 1: Get RSA public key
+        this.logger.log('Fetching Ozonetel public key...');
+        const preLoginRes = await axios.get(`${this.apiBase}/api/auth/public-key`);
+        const { publicKey, keyId } = preLoginRes.data;
+
+        if (!publicKey || !keyId) {
+            throw new Error('Failed to get Ozonetel public key');
+        }
+
+        // Step 2: RSA-encrypt credentials using Node crypto
+        const encryptedUsername = this.rsaEncrypt(publicKey, adminUsername);
+        const encryptedPassword = this.rsaEncrypt(publicKey, adminPassword);
+
+        // Step 3: Login
+        this.logger.log('Logging into Ozonetel admin portal...');
+        const loginRes = await axios.post(`${this.apiBase}/auth/login`, {
+            username: encryptedUsername,
+            password: encryptedPassword,
+            keyId,
+            ltype: 'PORTAL',
+        }, {
+            headers: { 'Content-Type': 'application/json' },
+        });
+
+        const data = loginRes.data;
+        if (!data.token) {
+            throw new Error(`Ozonetel admin login failed: ${JSON.stringify(data)}`);
+        }
+
+        this.cachedToken = data.token;
+        this.cachedUserId = data.userId?.toString() ?? data.UserId?.toString() ?? '';
+        this.cachedUserName = data.name ?? adminUsername;
+
+        // Decode token expiry — fallback to 6 hours
+        try {
+            const payload = JSON.parse(Buffer.from(data.token.split('.')[1], 'base64').toString());
+            this.tokenExpiresAt = (payload.exp ?? 0) * 1000 - 60_000; // refresh 1 min early
+        } catch {
+            this.tokenExpiresAt = Date.now() + 6 * 60 * 60 * 1000;
+        }
+
+        this.logger.log(`Ozonetel admin login successful (userId=${this.cachedUserId}, expires in ${Math.round((this.tokenExpiresAt - Date.now()) / 60000)}min)`);
+        return this.cachedToken!;
+    }
+
+    isConfigured(): boolean {
+        const config = this.telephony.getConfig();
+        return !!(config.ozonetel.adminUsername && config.ozonetel.adminPassword);
+    }
+}

src/ozonetel/ozonetel-agent.controller.ts

@@ -2,9 +2,22 @@ import { Controller, Post, Get, Body, Query, Logger, HttpException } from '@nest
 import { OzonetelAgentService } from './ozonetel-agent.service';
 import { MissedQueueService } from '../worklist/missed-queue.service';
 import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+import { AgentLookupService } from '../platform/agent-lookup.service';
 import { EventBusService } from '../events/event-bus.service';
 import { Topics } from '../events/event-types';
 import { TelephonyConfigService } from '../config/telephony-config.service';
+import { SupervisorService } from '../supervisor/supervisor.service';
+import { AgentHistoryService } from '../supervisor/agent-history.service';
+
+// Convert Ozonetel "HH:MM:SS" (or null/empty) to integer seconds.
+// Returns null when input is missing or all-zero.
+function parseHmsToSec(raw: any): number | null {
+    if (!raw || typeof raw !== 'string') return null;
+    if (raw === '00:00:00') return null;
+    const parts = raw.split(':').map((p) => parseInt(p, 10));
+    if (parts.length !== 3 || parts.some((n) => isNaN(n))) return null;
+    return parts[0] * 3600 + parts[1] * 60 + parts[2];
+}
 
 @Controller('api/ozonetel')
 export class OzonetelAgentController {
@@ -16,17 +29,14 @@ export class OzonetelAgentController {
         private readonly missedQueue: MissedQueueService,
         private readonly platform: PlatformGraphqlService,
         private readonly eventBus: EventBusService,
+        private readonly supervisor: SupervisorService,
+        private readonly agentLookup: AgentLookupService,
+        private readonly agentHistory: AgentHistoryService,
     ) {}
 
-    // Read-through accessors so admin updates take effect immediately.
+    private requireAgentId(agentId: string | undefined | null): string {
-    private get defaultAgentId(): string {
+        if (!agentId) throw new HttpException('agentId required', 400);
-        return this.telephony.getConfig().ozonetel.agentId || 'agent3';
+        return agentId;
-    }
-    private get defaultAgentPassword(): string {
-        return this.telephony.getConfig().ozonetel.agentPassword;
-    }
-    private get defaultSipId(): string {
-        return this.telephony.getConfig().ozonetel.sipId || '521814';
     }
 
     @Post('agent-login')
@@ -65,17 +75,18 @@ export class OzonetelAgentController {
 
     @Post('agent-state')
     async agentState(
-        @Body() body: { state: 'Ready' | 'Pause'; pauseReason?: string },
+        @Body() body: { agentId: string; state: 'Ready' | 'Pause'; pauseReason?: string },
     ) {
         if (!body.state) {
             throw new HttpException('state required', 400);
         }
+        const agentId = this.requireAgentId(body.agentId);
 
-        this.logger.log(`[AGENT-STATE] ${this.defaultAgentId} → ${body.state} (${body.pauseReason ?? 'none'})`);
+        this.logger.log(`[AGENT-STATE] ${agentId} → ${body.state} (${body.pauseReason ?? 'none'})`);
 
         try {
             const result = await this.ozonetelAgent.changeAgentState({
-                agentId: this.defaultAgentId,
+                agentId,
                 state: body.state,
                 pauseReason: body.pauseReason,
             });
@@ -84,7 +95,7 @@ export class OzonetelAgentController {
             // Auto-assign missed call when agent goes Ready
             if (body.state === 'Ready') {
                 try {
-                    const assigned = await this.missedQueue.assignNext(this.defaultAgentId);
+                    const assigned = await this.missedQueue.assignNext(agentId);
                     if (assigned) {
                         this.logger.log(`[AGENT-STATE] Auto-assigned missed call ${assigned.id}`);
                         return { ...result, assignedCall: assigned };
@@ -110,10 +121,12 @@ export class OzonetelAgentController {
         @Body() body: {
             ucid: string;
             disposition: string;
+            agentId: string;
             callerPhone?: string;
             direction?: string;
             durationSec?: number;
             leadId?: string;
+            leadName?: string;
             notes?: string;
             missedCallId?: string;
         },
@@ -122,13 +135,17 @@ export class OzonetelAgentController {
             throw new HttpException('ucid and disposition required', 400);
         }
 
+        const agentId = this.requireAgentId(body.agentId);
         const ozonetelDisposition = this.mapToOzonetelDisposition(body.disposition);
 
-        this.logger.log(`[DISPOSE] ucid=${body.ucid} disposition=${body.disposition} → ozonetel="${ozonetelDisposition}" agentId=${this.defaultAgentId} callerPhone=${body.callerPhone ?? 'none'} direction=${body.direction ?? 'unknown'} leadId=${body.leadId ?? 'none'}`);
+        // Cancel the ACW auto-dispose timer — the frontend submitted disposition
+        this.supervisor.cancelAcwTimer(agentId);
+
+        this.logger.log(`[DISPOSE] ucid=${body.ucid} disposition=${body.disposition} → ozonetel="${ozonetelDisposition}" agentId=${agentId} callerPhone=${body.callerPhone ?? 'none'} direction=${body.direction ?? 'unknown'} leadId=${body.leadId ?? 'none'}`);
 
         try {
             const result = await this.ozonetelAgent.setDisposition({
-                agentId: this.defaultAgentId,
+                agentId,
                 ucid: body.ucid,
                 disposition: ozonetelDisposition,
             });
@@ -139,20 +156,121 @@ export class OzonetelAgentController {
             this.logger.error(`[DISPOSE] FAILED: ${message} ${responseData}`);
         }
 
+        // Create call record for outbound calls. Inbound calls are
+        // created by the webhook — but we skip outbound in the webhook
+        // (they're not "missed calls"). So the dispose endpoint is the
+        // only place that creates the call record for outbound dials.
+        if (body.direction === 'OUTBOUND' && body.callerPhone) {
+            try {
+                const durationSec = body.durationSec ?? 0;
+                const endedAt = new Date().toISOString();
+                const startedAt = durationSec > 0
+                    ? new Date(Date.now() - durationSec * 1000).toISOString()
+                    : endedAt;
+                const callData: Record<string, any> = {
+                    name: `Outbound — ${body.callerPhone}`,
+                    direction: 'OUTBOUND',
+                    callStatus: 'COMPLETED',
+                    callerNumber: { primaryPhoneNumber: `+91${body.callerPhone.replace(/^\+?91/, '')}` },
+                    agentName: agentId,
+                    durationSec,
+                    disposition: body.disposition,
+                    startedAt,
+                    endedAt,
+                };
+                // Persist UCID so the CDR enrichment cron and backfill can
+                // resolve the authoritative agent relation even if the initial
+                // lookup misses.
+                if (body.ucid) callData.ucid = body.ucid;
+                // Resolve the agent relation from the logged-in agentId. For
+                // outbound, the dispatching agent IS the handler — no transfer.
+                const agentUuid = await this.agentLookup.resolveByOzonetelId(agentId);
+                if (agentUuid) callData.agentId = agentUuid;
+                if (body.leadId) callData.leadId = body.leadId;
+                if (body.leadName) callData.leadName = body.leadName;
+
+                const apiKey = process.env.PLATFORM_API_KEY;
+                if (apiKey) {
+                    const result = await this.platform.queryWithAuth<any>(
+                        `mutation($data: CallCreateInput!) { createCall(data: $data) { id } }`,
+                        { data: callData },
+                        `Bearer ${apiKey}`,
+                    );
+                    this.logger.log(`[DISPOSE] Created outbound call record: ${result.createCall.id}`);
+
+                    // Fetch recording URL from CDR after a delay (Ozonetel needs time to process)
+                    const callId = result.createCall.id;
+                    const ucid = body.ucid;
+                    const dateStr = new Date().toISOString().split('T')[0];
+                    setTimeout(async () => {
+                        try {
+                            // fetchCdrByUCID is the targeted lookup — Ozonetel resolves
+                            // leg-pair UCIDs server-side, so the agent-facing UCID we
+                            // hold reliably returns the call row and its CallAudio.
+                            const record = await this.ozonetelAgent.fetchCdrByUCID({ date: dateStr, ucid });
+                            const audioUrl = record?.CallAudio || record?.AudioFile;
+                            // Compose a single update with recording + SLA timing
+                            // fields. CDR exposes HandlingTime, WrapupDuration,
+                            // HoldDuration as HH:MM:SS strings.
+                            const updateData: Record<string, any> = {};
+                            if (audioUrl) {
+                                updateData.recording = { primaryLinkUrl: audioUrl, primaryLinkLabel: 'Recording' };
+                            }
+                            const handlingSec = parseHmsToSec(record?.HandlingTime);
+                            const wrapupSec = parseHmsToSec(record?.WrapupDuration);
+                            const holdSec = parseHmsToSec(record?.HoldDuration);
+                            if (handlingSec !== null) updateData.handlingTimeS = handlingSec;
+                            if (wrapupSec !== null) updateData.acwDurationS = wrapupSec;
+                            if (holdSec !== null) updateData.holdDurationS = holdSec;
+                            // Overwrite agent relation with CDR's AgentID (the
+                            // actual final handler; may differ from the caller
+                            // agentId if Ozonetel transferred the dial).
+                            const cdrAgentId = record?.AgentID;
+                            if (cdrAgentId) {
+                                const cdrAgentUuid = await this.agentLookup.resolveByOzonetelId(cdrAgentId);
+                                if (cdrAgentUuid) updateData.agentId = cdrAgentUuid;
+                                if (record.AgentName) updateData.agentName = record.AgentName;
+                            }
+                            if (record?.TransferredTo) updateData.transferredTo = record.TransferredTo;
+                            if (record?.TransferType) updateData.transferType = record.TransferType;
+                            if (Object.keys(updateData).length > 0) {
+                                await this.platform.queryWithAuth<any>(
+                                    `mutation($id: UUID!, $data: CallUpdateInput!) { updateCall(id: $id, data: $data) { id } }`,
+                                    { id: callId, data: updateData },
+                                    `Bearer ${apiKey}`,
+                                );
+                                this.logger.log(`[DISPOSE] Updated outbound call ${callId} ${audioUrl ? 'with recording + ' : ''}timing (handling=${handlingSec ?? 'na'}s wrap=${wrapupSec ?? 'na'}s hold=${holdSec ?? 'na'}s)`);
+                            } else {
+                                this.logger.warn(`[DISPOSE] No CallAudio or timing for ucid=${ucid} — record=${JSON.stringify(record ?? null)}`);
+                            }
+                        } catch (err: any) {
+                            this.logger.warn(`[DISPOSE] Failed to fetch recording for outbound call: ${err.message}`);
+                        }
+                    }, 30_000);
+                }
+            } catch (err: any) {
+                this.logger.warn(`[DISPOSE] Failed to create outbound call record: ${err.message}`);
+            }
+        }
+
         // Handle missed call callback status update
         if (body.missedCallId) {
             const statusMap: Record<string, string> = {
                 APPOINTMENT_BOOKED: 'CALLBACK_COMPLETED',
+                APPOINTMENT_RESCHEDULED: 'CALLBACK_COMPLETED',
+                APPOINTMENT_CANCELLED: 'CALLBACK_COMPLETED',
                 INFO_PROVIDED: 'CALLBACK_COMPLETED',
                 FOLLOW_UP_SCHEDULED: 'CALLBACK_COMPLETED',
                 CALLBACK_REQUESTED: 'CALLBACK_COMPLETED',
+                NOT_INTERESTED: 'CALLBACK_COMPLETED',
                 WRONG_NUMBER: 'WRONG_NUMBER',
+                NO_ANSWER: 'CALLBACK_ATTEMPTED',
             };
             const newStatus = statusMap[body.disposition];
             if (newStatus) {
                 try {
                     await this.platform.query<any>(
-                        `mutation { updateCall(id: "${body.missedCallId}", data: { callbackstatus: ${newStatus} }) { id } }`,
+                        `mutation { updateCall(id: "${body.missedCallId}", data: { callbackStatus: ${newStatus}, disposition: ${body.disposition} }) { id } }`,
                     );
                 } catch (err) {
                     this.logger.warn(`Failed to update missed call status: ${err}`);
@@ -160,9 +278,37 @@ export class OzonetelAgentController {
             }
         }
 
+        // Update disposition on answered inbound calls. The webhook creates
+        // the Call record with the Ozonetel default disposition ("General
+        // Enquiry" → INFO_PROVIDED) before the agent disposes. Now that the
+        // agent has submitted their actual disposition, write it back to the
+        // platform Call record by matching on UCID.
+        //
+        // Skipped for outbound (already created with correct disposition
+        // above) and for missed-call callbacks (handled in the block above).
+        if (!body.missedCallId && body.direction !== 'OUTBOUND' && body.ucid) {
+            try {
+                const callData = await this.platform.query<any>(
+                    `{ calls(first: 1, filter: { ucid: { eq: "${body.ucid}" } }) { edges { node { id } } } }`,
+                );
+                const callId = callData?.calls?.edges?.[0]?.node?.id;
+                if (callId) {
+                    await this.platform.query<any>(
+                        `mutation($id: UUID!, $data: CallUpdateInput!) { updateCall(id: $id, data: $data) { id } }`,
+                        { id: callId, data: { disposition: body.disposition } },
+                    );
+                    this.logger.log(`[DISPOSE] Updated inbound call ${callId} disposition → ${body.disposition}`);
+                } else {
+                    this.logger.warn(`[DISPOSE] No Call found for ucid=${body.ucid} — disposition not persisted`);
+                }
+            } catch (err: any) {
+                this.logger.warn(`[DISPOSE] Failed to update inbound call disposition: ${err.message}`);
+            }
+        }
+
         // Auto-assign next missed call to this agent
         try {
-            await this.missedQueue.assignNext(this.defaultAgentId);
+            await this.missedQueue.assignNext(agentId);
         } catch (err) {
             this.logger.warn(`Auto-assignment after dispose failed: ${err}`);
         }
@@ -171,7 +317,7 @@ export class OzonetelAgentController {
         this.eventBus.emit(Topics.CALL_COMPLETED, {
             callId: null,
             ucid: body.ucid,
-            agentId: this.defaultAgentId,
+            agentId,
             callerPhone: body.callerPhone ?? '',
             direction: body.direction ?? 'INBOUND',
             durationSec: body.durationSec ?? 0,
@@ -186,19 +332,27 @@ export class OzonetelAgentController {
 
     @Post('dial')
     async dial(
-        @Body() body: { phoneNumber: string; campaignName?: string; leadId?: string },
+        @Body() body: { phoneNumber: string; agentId: string; campaignName?: string; leadId?: string },
     ) {
         if (!body.phoneNumber) {
             throw new HttpException('phoneNumber required', 400);
         }
 
-        const campaignName = body.campaignName ?? this.telephony.getConfig().ozonetel.campaignName ?? 'Inbound_918041763265';
+        const agentId = this.requireAgentId(body.agentId);
+        const did = this.telephony.getConfig().ozonetel.did;
+        const campaignName = body.campaignName
+            || this.telephony.getConfig().ozonetel.campaignName
+            || (did ? `Inbound_${did}` : '');
 
-        this.logger.log(`[DIAL] phone=${body.phoneNumber} campaign=${campaignName} agentId=${this.defaultAgentId} lead=${body.leadId ?? 'none'}`);
+        if (!campaignName) {
+            throw new HttpException('Campaign name not configured — set in Telephony settings or pass campaignName', 400);
+        }
+
+        this.logger.log(`[DIAL] phone=${body.phoneNumber} campaign=${campaignName} agentId=${agentId} lead=${body.leadId ?? 'none'}`);
 
         try {
             const result = await this.ozonetelAgent.manualDial({
-                agentId: this.defaultAgentId,
+                agentId,
                 campaignName,
                 customerNumber: body.phoneNumber,
             });
@@ -228,6 +382,13 @@ export class OzonetelAgentController {
 
         try {
             const result = await this.ozonetelAgent.callControl(body);
+
+            if (body.action === 'HOLD') {
+                this.supervisor.updateCallStatus(body.ucid, 'on-hold');
+            } else if (body.action === 'UNHOLD') {
+                this.supervisor.updateCallStatus(body.ucid, 'active');
+            }
+
             return result;
         } catch (error: any) {
             const message = error.response?.data?.message ?? error.message ?? 'Call control failed';
@@ -276,23 +437,56 @@ export class OzonetelAgentController {
     }
 
     @Get('performance')
-    async performance(@Query('date') date?: string) {
+    async performance(@Query('date') date?: string, @Query('agentId') agentId?: string) {
+        const agent = this.requireAgentId(agentId);
         const targetDate = date ?? new Date().toISOString().split('T')[0];
-        this.logger.log(`Performance: date=${targetDate} agent=${this.defaultAgentId}`);
+        this.logger.log(`Performance: date=${targetDate} agent=${agent}`);
 
-        const [cdr, summary, aht] = await Promise.all([
+        // Trigger an on-demand rollup for the requested date so the
+        // AgentSession row reflects the current open session (caps at now)
+        // instead of waiting up to 15 min for the background tick. Fire-and-
+        // forget with a short await so we don't block the whole response on
+        // cache-refresh tail but still hand the read a fresh row when Redpanda
+        // is quiet. Safe to error — AgentSession just stays stale.
+        await this.agentHistory.rollupSessions(targetDate).catch(() => {});
+
+        const [cdr, summary, aht, agentSessionBreakdown] = await Promise.all([
             this.ozonetelAgent.fetchCDR({ date: targetDate }),
-            this.ozonetelAgent.getAgentSummary(this.defaultAgentId, targetDate),
+            this.ozonetelAgent.getAgentSummary(agent, targetDate),
-            this.ozonetelAgent.getAHT(this.defaultAgentId),
+            this.ozonetelAgent.getAHT(agent),
+            this.fetchAgentSessionTimeBreakdown(agent, targetDate),
         ]);
 
-        const totalCalls = cdr.length;
+        // Prefer our AgentSession rollup when present — it correctly counts
-        const inbound = cdr.filter((c: any) => c.Type === 'InBound').length;
+        // the current OPEN session (caps at now), while Ozonetel's summaryReport
-        const outbound = cdr.filter((c: any) => c.Type === 'Manual' || c.Type === 'Progressive').length;
+        // only tallies CLOSED login→logout pairs. Fall back to Ozonetel if
-        const answered = cdr.filter((c: any) => c.Status === 'Answered').length;
+        // our rollup hasn't captured this agent yet (e.g., brand-new agent,
-        const missed = cdr.filter((c: any) => c.Status === 'Unanswered' || c.Status === 'NotAnswered').length;
+        // workspace without AgentEvent entity synced).
+        const timeUtilization = agentSessionBreakdown ?? summary;
 
-        const talkTimes = cdr
+        // Filter CDR to this agent only — fetchCDR returns all agents' calls
+        // Use case-insensitive matching — Ozonetel field casing varies
+        const agentLower = agent.toLowerCase();
+        const agentCdr = cdr.filter((c: any) =>
+            (c.AgentID ?? '').toLowerCase() === agentLower ||
+            (c.AgentName ?? '').toLowerCase() === agentLower,
+        );
+        this.logger.log(`[PERFORMANCE] CDR total=${cdr.length} agentFiltered=${agentCdr.length} agent="${agent}"`);
+        if (cdr.length > 0 && agentCdr.length === 0) {
+            const sampleIds = cdr.slice(0, 3).map((c: any) => `AgentID="${c.AgentID}" AgentName="${c.AgentName}"`);
+            this.logger.warn(`[PERFORMANCE] No CDR match for agent "${agent}". Sample CDR agents: ${sampleIds.join(', ')}`);
+        }
+
+        const totalCalls = agentCdr.length;
+        const inbound = agentCdr.filter((c: any) => (c.Type ?? '').toLowerCase() === 'inbound').length;
+        const outbound = agentCdr.filter((c: any) => {
+            const type = (c.Type ?? '').toLowerCase();
+            return type === 'manual' || type === 'progressive' || type === 'outbound';
+        }).length;
+        const answered = agentCdr.filter((c: any) => (c.Status ?? '').toLowerCase() === 'answered').length;
+        const missed = agentCdr.filter((c: any) => (c.Status ?? '').toLowerCase() === 'notanswered').length;
+
+        const talkTimes = agentCdr
             .filter((c: any) => c.TalkTime && c.TalkTime !== '00:00:00')
             .map((c: any) => {
                 const parts = c.TalkTime.split(':').map(Number);
@@ -303,12 +497,12 @@ export class OzonetelAgentController {
             : 0;
 
         const dispositions: Record<string, number> = {};
-        for (const c of cdr) {
+        for (const c of agentCdr) {
             const d = (c as any).Disposition || 'No Disposition';
             dispositions[d] = (dispositions[d] ?? 0) + 1;
         }
 
-        const appointmentsBooked = cdr.filter((c: any) =>
+        const appointmentsBooked = agentCdr.filter((c: any) =>
             c.Disposition?.toLowerCase().includes('appointment'),
         ).length;
 
@@ -319,7 +513,7 @@ export class OzonetelAgentController {
             avgHandlingTime: aht,
             conversionRate: totalCalls > 0 ? Math.round((appointmentsBooked / totalCalls) * 100) : 0,
             appointmentsBooked,
-            timeUtilization: summary,
+            timeUtilization,
             dispositions,
         };
     }
@@ -328,12 +522,63 @@ export class OzonetelAgentController {
         // Campaign only has 'General Enquiry' configured currently
         const map: Record<string, string> = {
             'APPOINTMENT_BOOKED': 'General Enquiry',
+            'APPOINTMENT_RESCHEDULED': 'General Enquiry',
+            'APPOINTMENT_CANCELLED': 'General Enquiry',
             'FOLLOW_UP_SCHEDULED': 'General Enquiry',
             'INFO_PROVIDED': 'General Enquiry',
             'NO_ANSWER': 'General Enquiry',
             'WRONG_NUMBER': 'General Enquiry',
+            'NOT_INTERESTED': 'General Enquiry',
             'CALLBACK_REQUESTED': 'General Enquiry',
         };
         return map[disposition] ?? 'General Enquiry';
     }
+
+    // Convert our AgentSession rollup (seconds per category) into the HH:MM:SS
+    // shape the frontend expects — so My Performance gets LOGIN TIME with the
+    // current open session included, not just closed sessions from Ozonetel.
+    private async fetchAgentSessionTimeBreakdown(ozonetelAgentId: string, date: string): Promise<{
+        totalLoginDuration: string;
+        totalBusyTime: string;
+        totalIdleTime: string;
+        totalPauseTime: string;
+        totalWrapupTime: string;
+        totalDialTime: string;
+    } | null> {
+        try {
+            const agentUuid = await this.agentLookup.resolveByOzonetelId(ozonetelAgentId);
+            if (!agentUuid) return null;
+            const data = await this.platform.query<any>(
+                `{ agentSessions(first: 1, filter: {
+                    agentId: { eq: "${agentUuid}" },
+                    date: { eq: "${date}" }
+                }) { edges { node {
+                    loginDurationS busyTimeS idleTimeS pauseTimeS wrapupTimeS dialTimeS
+                } } } }`,
+            );
+            const node = data?.agentSessions?.edges?.[0]?.node;
+            if (!node) return null;
+            const hms = (sec: number | null | undefined): string => {
+                const s = Math.max(0, Math.round(sec ?? 0));
+                const h = Math.floor(s / 3600);
+                const m = Math.floor((s % 3600) / 60);
+                const r = s % 60;
+                return `${h.toString().padStart(2, '0')}:${m.toString().padStart(2, '0')}:${r.toString().padStart(2, '0')}`;
+            };
+            // If the entire rollup is zero, treat as "no data yet" — fall back
+            // to Ozonetel's summaryReport so the KPI isn't all zeroes.
+            const total = (node.loginDurationS ?? 0) + (node.busyTimeS ?? 0) + (node.idleTimeS ?? 0) + (node.pauseTimeS ?? 0) + (node.wrapupTimeS ?? 0);
+            if (total === 0) return null;
+            return {
+                totalLoginDuration: hms(node.loginDurationS),
+                totalBusyTime: hms(node.busyTimeS),
+                totalIdleTime: hms(node.idleTimeS),
+                totalPauseTime: hms(node.pauseTimeS),
+                totalWrapupTime: hms(node.wrapupTimeS),
+                totalDialTime: hms(node.dialTimeS),
+            };
+        } catch {
+            return null;
+        }
+    }
 }

src/ozonetel/ozonetel-agent.module.ts

@@ -2,13 +2,15 @@ import { Module, forwardRef } from '@nestjs/common';
 import { OzonetelAgentController } from './ozonetel-agent.controller';
 import { OzonetelAgentService } from './ozonetel-agent.service';
 import { KookooIvrController } from './kookoo-ivr.controller';
+import { CdrEnrichmentService } from './cdr-enrichment.service';
 import { WorklistModule } from '../worklist/worklist.module';
 import { PlatformModule } from '../platform/platform.module';
+import { SupervisorModule } from '../supervisor/supervisor.module';
 
 @Module({
-    imports: [PlatformModule, forwardRef(() => WorklistModule)],
+    imports: [PlatformModule, forwardRef(() => WorklistModule), forwardRef(() => SupervisorModule)],
     controllers: [OzonetelAgentController, KookooIvrController],
-    providers: [OzonetelAgentService],
+    providers: [OzonetelAgentService, CdrEnrichmentService],
-    exports: [OzonetelAgentService],
+    exports: [OzonetelAgentService, CdrEnrichmentService],
 })
 export class OzonetelAgentModule {}

src/ozonetel/ozonetel-agent.service.ts

@@ -394,6 +394,48 @@ export class OzonetelAgentService {
         }
     }
 
+    // Fetch a single CDR record by UCID. Preferred over fetchCDR + .find()
+    // for recording lookups — Ozonetel resolves leg-pair UCIDs internally,
+    // so the agent-side UCID we hold reliably returns the call row.
+    // Same rate limit as fetchCDR (2 req/min, 15-day window).
+    async fetchCdrByUCID(params: { date: string; ucid: string }): Promise<Record<string, any> | null> {
+        const url = `https://${this.apiDomain}/ca_reports/fetchCdrByUCID`;
+        this.logger.log(`Fetch CDR by UCID: ucid=${params.ucid} date=${params.date}`);
+
+        try {
+            const token = await this.getToken();
+            const body = {
+                userName: this.accountId,
+                fromDate: `${params.date} 00:00:00`,
+                toDate: `${params.date} 23:59:59`,
+                ucid: params.ucid,
+            };
+
+            const response = await axios({
+                method: 'GET',
+                url,
+                headers: {
+                    Authorization: `Bearer ${token}`,
+                    'Content-Type': 'application/json',
+                },
+                data: JSON.stringify(body),
+            });
+
+            const data = response.data;
+            if (data.status === 'success' && Array.isArray(data.details) && data.details.length > 0) {
+                return data.details[0];
+            }
+            if (data.status === 'success' && data.details && !Array.isArray(data.details)) {
+                return data.details;
+            }
+            return null;
+        } catch (error: any) {
+            const responseData = error?.response?.data ? JSON.stringify(error.response.data) : '';
+            this.logger.error(`Fetch CDR by UCID failed: ${error.message} ${responseData}`);
+            return null;
+        }
+    }
+
     async getAgentSummary(agentId: string, date: string): Promise<{
         totalLoginDuration: string;
         totalBusyTime: string;

src/platform/agent-lookup.service.ts

@@ -0,0 +1,70 @@
+import { Injectable, Logger, OnModuleInit } from '@nestjs/common';
+import { PlatformGraphqlService } from './platform-graphql.service';
+
+/**
+ * Maps Ozonetel agent identifiers (unique — e.g. "ramaiahadmin",
+ * "globalhealthx", "global") to the platform Agent entity UUID. Used by
+ * ingest paths (webhook, dispose, CDR enrichment, backfill) so every Call
+ * ends up with the correct `agent` relation regardless of how Ozonetel
+ * formats the display name (AgentName collisions, transfer chains like
+ * "A -> B -> C", etc.).
+ *
+ * The cache is case-insensitive because Ozonetel occasionally mixes
+ * casing ("global" vs "Global" vs "GLOBAL") across webhook/CDR responses.
+ */
+@Injectable()
+export class AgentLookupService implements OnModuleInit {
+    private readonly logger = new Logger(AgentLookupService.name);
+    private readonly uuidByOzonetelId = new Map<string, string>();
+    private readonly uuidByDisplayName = new Map<string, string>();
+
+    constructor(private readonly platform: PlatformGraphqlService) {}
+
+    async onModuleInit() {
+        await this.refresh();
+    }
+
+    async refresh(): Promise<void> {
+        try {
+            const data = await this.platform.query<any>(
+                `{ agents(first: 100) { edges { node { id ozonetelAgentId ozonetelDisplayName } } } }`,
+            );
+            const edges = data?.agents?.edges ?? [];
+            this.uuidByOzonetelId.clear();
+            this.uuidByDisplayName.clear();
+            for (const edge of edges) {
+                const n = edge.node;
+                if (n.ozonetelAgentId) {
+                    this.uuidByOzonetelId.set(n.ozonetelAgentId.toLowerCase(), n.id);
+                }
+                if (n.ozonetelDisplayName) {
+                    this.uuidByDisplayName.set(n.ozonetelDisplayName.toLowerCase().trim(), n.id);
+                }
+            }
+            this.logger.log(`[AGENT-LOOKUP] Loaded ${this.uuidByOzonetelId.size} agents (${this.uuidByDisplayName.size} with display name)`);
+        } catch (err) {
+            this.logger.warn(`[AGENT-LOOKUP] Refresh failed: ${err}`);
+        }
+    }
+
+    async resolveByOzonetelId(ozonetelId: string | null | undefined): Promise<string | null> {
+        if (!ozonetelId) return null;
+        const key = ozonetelId.toLowerCase();
+        const cached = this.uuidByOzonetelId.get(key);
+        if (cached) return cached;
+        // Cache miss — refresh once (handles late-provisioned agents)
+        await this.refresh();
+        return this.uuidByOzonetelId.get(key) ?? null;
+    }
+
+    // Resolve by Ozonetel display name (e.g. "Ganesh Bandi") — used by
+    // missed-call webhook backfill where only AgentName (display) is available.
+    async resolveByDisplayName(displayName: string | null | undefined): Promise<string | null> {
+        if (!displayName) return null;
+        const key = displayName.toLowerCase().trim();
+        const cached = this.uuidByDisplayName.get(key);
+        if (cached) return cached;
+        await this.refresh();
+        return this.uuidByDisplayName.get(key) ?? null;
+    }
+}

src/platform/platform.module.ts

@@ -1,8 +1,9 @@
 import { Module } from '@nestjs/common';
 import { PlatformGraphqlService } from './platform-graphql.service';
+import { AgentLookupService } from './agent-lookup.service';
 
 @Module({
-    providers: [PlatformGraphqlService],
+    providers: [PlatformGraphqlService, AgentLookupService],
-    exports: [PlatformGraphqlService],
+    exports: [PlatformGraphqlService, AgentLookupService],
 })
 export class PlatformModule {}

src/rules-engine/actions/escalate.action.ts

@@ -1,12 +1,95 @@
-// src/rules-engine/actions/escalate.action.ts
+import { Injectable, Logger } from '@nestjs/common';
-
+import { PlatformGraphqlService } from '../../platform/platform-graphql.service';
 import type { ActionHandler, ActionResult } from '../types/action.types';
-import type { RuleAction } from '../types/rule.types';
+import type { RuleAction, EscalateActionParams } from '../types/rule.types';
 
+/**
+ * Persists a PerformanceAlert when a rule's escalate action fires.
+ *
+ * Dedupes by (agentId, alertType, IST date) — a single rule firing every
+ * 5 min should only produce ONE alert per day per agent until dismissed.
+ * If a row already exists for that key today and is not dismissed, the
+ * action is a no-op (returns the existing id). If the existing row was
+ * dismissed earlier today, we don't re-fire — supervisor explicitly
+ * acknowledged.
+ */
+@Injectable()
 export class EscalateActionHandler implements ActionHandler {
     type = 'escalate';
+    private readonly logger = new Logger(EscalateActionHandler.name);
 
-    async execute(_action: RuleAction, _context: Record<string, any>): Promise<ActionResult> {
+    constructor(private readonly platform: PlatformGraphqlService) {}
-        return { success: true, data: { stub: true, action: 'escalate' } };
+
+    async execute(action: RuleAction, context: Record<string, any>): Promise<ActionResult> {
+        const params = action.params as EscalateActionParams & { ruleId?: string; alertType?: string };
+        const agentId = context['agent.id'] as string | undefined;
+        const agentName = (context['agent.name'] as string | undefined) ?? '';
+        const valueRaw = context['_alertValue'];
+        const valueText = valueRaw != null ? String(valueRaw) : null;
+
+        if (!agentId) {
+            return { success: false, error: 'agent.id missing from facts' };
+        }
+
+        const alertType = params.alertType ?? this.inferAlertType(params.message);
+        const severity = (params.severity ?? 'warning').toUpperCase(); // INFO | WARNING | CRITICAL
+        const today = this.todayIst();
+
+        // Dedupe: any non-dismissed alert today for this agent + type?
+        try {
+            const existing = await this.platform.query<any>(
+                `{ performanceAlerts(first: 1, filter: {
+                    agentId: { eq: "${agentId}" },
+                    alertType: { eq: ${alertType} },
+                    firedAt: { gte: "${today}T00:00:00+05:30", lte: "${today}T23:59:59+05:30" }
+                }) { edges { node { id dismissedAt value } } } }`,
+            );
+            const existingNode = existing?.performanceAlerts?.edges?.[0]?.node;
+            if (existingNode) {
+                // Already fired today. If value changed, update it; otherwise no-op.
+                if (!existingNode.dismissedAt && existingNode.value !== valueText) {
+                    await this.platform.query<any>(
+                        `mutation($id: UUID!, $data: PerformanceAlertUpdateInput!) { updatePerformanceAlert(id: $id, data: $data) { id } }`,
+                        { id: existingNode.id, data: { value: valueText } },
+                    );
+                }
+                return { success: true, data: { id: existingNode.id, deduped: true, agentId, alertType } };
+            }
+
+            const created = await this.platform.query<any>(
+                `mutation($data: PerformanceAlertCreateInput!) { createPerformanceAlert(data: $data) { id } }`,
+                {
+                    data: {
+                        name: `${agentName || agentId}: ${params.message ?? alertType}${valueText ? ` (${valueText})` : ''}`,
+                        agentId,
+                        alertType,
+                        severity,
+                        message: params.message ?? alertType,
+                        value: valueText,
+                        ruleId: params.ruleId ?? null,
+                        firedAt: new Date().toISOString(),
+                    },
+                },
+            );
+            const id = created?.createPerformanceAlert?.id;
+            this.logger.log(`[ESCALATE] Created alert ${id} agent=${agentName ?? agentId} type=${alertType} value=${valueText}`);
+            return { success: true, data: { id, agentId, alertType, severity, message: params.message } };
+        } catch (err: any) {
+            this.logger.warn(`[ESCALATE] Failed for agent=${agentId}: ${err?.message ?? err}`);
+            return { success: false, error: String(err?.message ?? err) };
+        }
+    }
+
+    private inferAlertType(message: string | undefined): string {
+        const m = (message ?? '').toLowerCase();
+        if (m.includes('idle')) return 'EXCESSIVE_IDLE';
+        if (m.includes('nps')) return 'LOW_NPS';
+        if (m.includes('conversion')) return 'LOW_CONVERSION';
+        return 'OTHER';
+    }
+
+    private todayIst(): string {
+        const ist = new Date(Date.now() + 5.5 * 60 * 60 * 1000);
+        return ist.toISOString().slice(0, 10);
     }
 }

src/rules-engine/consumers/performance.consumer.ts

@@ -0,0 +1,114 @@
+import { Injectable, Logger, OnModuleInit, OnModuleDestroy } from '@nestjs/common';
+import { RulesEngineService } from '../rules-engine.service';
+import { RulesStorageService } from '../rules-storage.service';
+import { PerformanceFactsProvider } from '../facts/performance-facts.provider';
+import { PlatformGraphqlService } from '../../platform/platform-graphql.service';
+
+const TICK_INTERVAL_MS = 5 * 60 * 1000; // 5 minutes
+const KICKOFF_DELAY_MS = 90_000;        // wait for boot to settle
+
+/**
+ * Evaluates `on_schedule` performance rules every 5 minutes for every
+ * platform Agent. Facts come from PerformanceFactsProvider; matching
+ * rules dispatch the escalate action which persists a PerformanceAlert.
+ *
+ * Skips quietly when no scheduled performance rules are configured.
+ */
+@Injectable()
+export class PerformanceConsumer implements OnModuleInit, OnModuleDestroy {
+    private readonly logger = new Logger(PerformanceConsumer.name);
+    private timer: NodeJS.Timeout | null = null;
+
+    constructor(
+        private readonly engine: RulesEngineService,
+        private readonly storage: RulesStorageService,
+        private readonly facts: PerformanceFactsProvider,
+        private readonly platform: PlatformGraphqlService,
+    ) {}
+
+    onModuleInit() {
+        setTimeout(() => {
+            this.runOnce().catch((err) => {
+                this.logger.warn(`[PERF-CONSUMER] First run failed: ${err?.message ?? err}`);
+            });
+        }, KICKOFF_DELAY_MS);
+
+        this.timer = setInterval(() => {
+            this.runOnce().catch((err) => {
+                this.logger.warn(`[PERF-CONSUMER] Tick failed: ${err?.message ?? err}`);
+            });
+        }, TICK_INTERVAL_MS);
+    }
+
+    onModuleDestroy() {
+        if (this.timer) clearInterval(this.timer);
+    }
+
+    async runOnce(): Promise<{ agentsScanned: number; alertsFired: number }> {
+        // Storage.getByTrigger doesn't sub-discriminate on_schedule rules, so
+        // filter to only those that reference agent.* facts in their conditions.
+        // Anything else (e.g. SLA-breach rules over call.* facts) belongs to
+        // other consumers.
+        const allScheduled = await this.storage.getByTrigger('on_schedule');
+        const rules = allScheduled.filter((r) => this.referencesAgentFacts(r.conditions));
+        if (rules.length === 0) {
+            this.logger.debug('[PERF-CONSUMER] No agent-fact on_schedule rules — skipping');
+            return { agentsScanned: 0, alertsFired: 0 };
+        }
+
+        const agents = await this.fetchAgents();
+        if (agents.length === 0) return { agentsScanned: 0, alertsFired: 0 };
+
+        let alertsFired = 0;
+        for (const agent of agents) {
+            try {
+                const factContext = await this.facts.resolveFacts({ agentId: agent.id, agentName: agent.name });
+
+                // Each rule's escalate action needs to know which fact value
+                // to surface as the alert's value (e.g. "65m" for idle).
+                // Inject _alertValue per-rule below.
+                for (const rule of rules) {
+                    const ruleFacts = { ...factContext };
+                    const valueFact = (rule.action.params as any)?.valueFact as string | undefined;
+                    if (valueFact && ruleFacts[valueFact] != null) {
+                        ruleFacts['_alertValue'] = ruleFacts[valueFact];
+                    }
+                    const result = await this.engine.evaluate('on_schedule', 'performance', ruleFacts);
+                    alertsFired += result.results.filter((r: any) => r.success && !r.data?.deduped).length;
+                }
+            } catch (err: any) {
+                this.logger.warn(`[PERF-CONSUMER] Eval failed for agent=${agent.id}: ${err?.message ?? err}`);
+            }
+        }
+
+        if (alertsFired > 0) {
+            this.logger.log(`[PERF-CONSUMER] Tick complete — agents=${agents.length} alertsFired=${alertsFired}`);
+        }
+        return { agentsScanned: agents.length, alertsFired };
+    }
+
+    private referencesAgentFacts(group: any): boolean {
+        if (!group) return false;
+        const items = group.all ?? group.any ?? [];
+        for (const item of items) {
+            if (item.all || item.any) {
+                if (this.referencesAgentFacts(item)) return true;
+            } else if (typeof item.fact === 'string' && item.fact.startsWith('agent.')) {
+                return true;
+            }
+        }
+        return false;
+    }
+
+    private async fetchAgents(): Promise<Array<{ id: string; name: string }>> {
+        try {
+            const data = await this.platform.query<any>(
+                `{ agents(first: 100) { edges { node { id name } } } }`,
+            );
+            return (data?.agents?.edges ?? []).map((e: any) => e.node);
+        } catch (err) {
+            this.logger.warn(`[PERF-CONSUMER] Agent fetch failed: ${err}`);
+            return [];
+        }
+    }
+}

src/rules-engine/facts/call-facts.provider.ts

@@ -18,10 +18,10 @@ export class CallFactsProvider implements FactProvider {
             'call.status': call.callStatus ?? null,
             'call.disposition': call.disposition ?? null,
             'call.durationSeconds': call.durationSeconds ?? call.durationSec ?? 0,
-            'call.callbackStatus': call.callbackstatus ?? call.callbackStatus ?? null,
+            'call.callbackStatus': call.callbackStatus ?? call.callbackStatus ?? null,
             'call.slaElapsedPercent': slaElapsedPercent,
             'call.slaBreached': slaElapsedPercent > 100,
-            'call.missedCount': call.missedcallcount ?? call.missedCount ?? 0,
+            'call.missedCount': call.missedCallCount ?? call.missedCount ?? 0,
             'call.taskType': taskType,
         };
     }

src/rules-engine/facts/performance-facts.provider.ts

@@ -0,0 +1,93 @@
+import { Injectable, Logger } from '@nestjs/common';
+import { PlatformGraphqlService } from '../../platform/platform-graphql.service';
+import type { FactProvider, FactValue } from '../types/fact.types';
+
+/**
+ * Resolves per-agent performance facts for the rules engine.
+ * Used by the PerformanceConsumer to evaluate alert rules every 5 min.
+ *
+ * Facts exposed:
+ *   - agent.idleMinutes — from today's AgentSession.idleTimeS
+ *   - agent.busyMinutes — from AgentSession.busyTimeS
+ *   - agent.totalCallsToday — count of Calls started today
+ *   - agent.bookedCallsToday — count of Calls today with disposition=APPOINTMENT_BOOKED
+ *   - agent.conversionPercent — bookedCallsToday / totalCallsToday × 100
+ *   - agent.id, agent.name — for routing alerts back to the right agent
+ *
+ * NPS deferred — no source signal exists yet.
+ */
+@Injectable()
+export class PerformanceFactsProvider implements FactProvider {
+    name = 'performance';
+    private readonly logger = new Logger(PerformanceFactsProvider.name);
+
+    constructor(private readonly platform: PlatformGraphqlService) {}
+
+    /**
+     * @param entityData { agentId: string, agentName?: string }
+     */
+    async resolveFacts(entityData: { agentId: string; agentName?: string }): Promise<Record<string, FactValue>> {
+        const agentId = entityData.agentId;
+        const today = this.todayIst();
+
+        const session = await this.fetchTodaySession(agentId, today);
+        const callTotals = await this.fetchTodayCallTotals(agentId, today);
+
+        const idleMinutes = Math.round((session?.idleTimeS ?? 0) / 60);
+        const busyMinutes = Math.round((session?.busyTimeS ?? 0) / 60);
+        const conversionPercent = callTotals.total > 0
+            ? Math.round((callTotals.booked / callTotals.total) * 100)
+            : 0;
+
+        return {
+            'agent.id': agentId,
+            'agent.name': entityData.agentName ?? '',
+            'agent.idleMinutes': idleMinutes,
+            'agent.busyMinutes': busyMinutes,
+            'agent.totalCallsToday': callTotals.total,
+            'agent.bookedCallsToday': callTotals.booked,
+            'agent.conversionPercent': conversionPercent,
+        };
+    }
+
+    private todayIst(): string {
+        const ist = new Date(Date.now() + 5.5 * 60 * 60 * 1000);
+        return ist.toISOString().slice(0, 10);
+    }
+
+    private async fetchTodaySession(agentId: string, date: string): Promise<{ idleTimeS: number; busyTimeS: number } | null> {
+        try {
+            const data = await this.platform.query<any>(
+                `{ agentSessions(first: 1, filter: { agentId: { eq: "${agentId}" }, date: { eq: "${date}" } }) {
+                    edges { node { idleTimeS busyTimeS } }
+                } }`,
+            );
+            const node = data?.agentSessions?.edges?.[0]?.node;
+            if (!node) return null;
+            return { idleTimeS: node.idleTimeS ?? 0, busyTimeS: node.busyTimeS ?? 0 };
+        } catch (err) {
+            this.logger.warn(`[PERF-FACTS] Session fetch failed for agent=${agentId}: ${err}`);
+            return null;
+        }
+    }
+
+    private async fetchTodayCallTotals(agentId: string, date: string): Promise<{ total: number; booked: number }> {
+        const gte = `${date}T00:00:00+05:30`;
+        const lte = `${date}T23:59:59+05:30`;
+        try {
+            const data = await this.platform.query<any>(
+                `{ calls(first: 200, filter: {
+                    agentId: { eq: "${agentId}" },
+                    startedAt: { gte: "${gte}", lte: "${lte}" }
+                }) { edges { node { disposition } } } }`,
+            );
+            const edges = data?.calls?.edges ?? [];
+            const total = edges.length;
+            const booked = edges.filter((e: any) => e.node.disposition === 'APPOINTMENT_BOOKED').length;
+            return { total, booked };
+        } catch (err) {
+            this.logger.warn(`[PERF-FACTS] Call totals fetch failed for agent=${agentId}: ${err}`);
+            return { total: 0, booked: 0 };
+        }
+    }
+}

src/rules-engine/rules-engine.module.ts

@@ -1,14 +1,26 @@
 // src/rules-engine/rules-engine.module.ts
 
 import { Module } from '@nestjs/common';
+import { PlatformModule } from '../platform/platform.module';
 import { RulesEngineController } from './rules-engine.controller';
 import { RulesEngineService } from './rules-engine.service';
 import { RulesStorageService } from './rules-storage.service';
 import { WorklistConsumer } from './consumers/worklist.consumer';
+import { PerformanceConsumer } from './consumers/performance.consumer';
+import { EscalateActionHandler } from './actions/escalate.action';
+import { PerformanceFactsProvider } from './facts/performance-facts.provider';
 
 @Module({
+    imports: [PlatformModule],
     controllers: [RulesEngineController],
-    providers: [RulesEngineService, RulesStorageService, WorklistConsumer],
+    providers: [
-    exports: [RulesEngineService, RulesStorageService, WorklistConsumer],
+        RulesEngineService,
+        RulesStorageService,
+        WorklistConsumer,
+        PerformanceConsumer,
+        EscalateActionHandler,
+        PerformanceFactsProvider,
+    ],
+    exports: [RulesEngineService, RulesStorageService, WorklistConsumer, PerformanceConsumer],
 })
 export class RulesEngineModule {}

src/rules-engine/rules-engine.service.ts

@@ -20,11 +20,14 @@ export class RulesEngineService {
     private readonly agentFacts = new AgentFactsProvider();
     private readonly actionHandlers: Map<string, ActionHandler>;
 
-    constructor(private readonly storage: RulesStorageService) {
+    constructor(
+        private readonly storage: RulesStorageService,
+        private readonly escalateHandler: EscalateActionHandler,
+    ) {
         this.actionHandlers = new Map([
             ['score', new ScoreActionHandler()],
             ['assign', new AssignActionHandler()],
-            ['escalate', new EscalateActionHandler()],
+            ['escalate', this.escalateHandler],
         ]);
     }
 

src/rules-engine/suggestion-rules.ts

@@ -0,0 +1,152 @@
+export type SuggestionType = 'upsell' | 'crosssell' | 'retention' | 'operational';
+export type SuggestionPriority = 'high' | 'medium' | 'low';
+
+export type SuggestionTrigger = {
+    type: SuggestionType;
+    title: string;
+    reason: string;
+    priority: SuggestionPriority;
+};
+
+type CallerFacts = {
+    isNew: boolean;
+    interestedService: string | null;
+    leadStatus: string | null;
+    contactAttempts: number;
+    appointments: Array<{ status: string; department: string; doctorName: string; scheduledAt: string }>;
+    calls: Array<{ direction: string; disposition: string | null; startedAt: string }>;
+    utmCampaign: string | null;
+    leadSource: string | null;
+};
+
+const DEPARTMENT_PACKAGES: Record<string, { package: string; description: string }> = {
+    CARDIOLOGY: { package: 'Cardiac Wellness Package', description: 'ECG, stress test, lipid panel' },
+    ORTHOPEDICS: { package: 'Joint Care Package', description: 'X-ray, physiotherapy assessment, bone density' },
+    GENERAL_MEDICINE: { package: 'Full Body Checkup', description: 'Complete health screening with blood work' },
+    NEUROLOGY: { package: 'Neuro Wellness Package', description: 'EEG, nerve conduction, cognitive assessment' },
+    GYNECOLOGY: { package: 'Women\'s Health Package', description: 'Pap smear, mammogram, hormone panel' },
+};
+
+const CROSS_SELL_MAP: Record<string, { department: string; reason: string }> = {
+    ORTHOPEDICS: { department: 'Physiotherapy', reason: 'complement orthopedic treatment' },
+    CARDIOLOGY: { department: 'Dietician', reason: 'dietary guidance for heart health' },
+    GENERAL_MEDICINE: { department: 'Ophthalmology', reason: 'routine eye screening' },
+};
+
+export const evaluateSuggestionRules = (facts: CallerFacts): SuggestionTrigger[] => {
+    const triggers: SuggestionTrigger[] = [];
+
+    // Rule 1: Package upsell by department
+    for (const appt of facts.appointments) {
+        const dept = (appt.department ?? '').toUpperCase().replace(/\s+/g, '_');
+        const pkg = DEPARTMENT_PACKAGES[dept];
+        if (pkg && appt.status === 'SCHEDULED') {
+            triggers.push({
+                type: 'upsell',
+                title: pkg.package,
+                reason: `Patient has ${appt.department} appointment with ${appt.doctorName}, offer ${pkg.description}`,
+                priority: 'high',
+            });
+            break;
+        }
+    }
+
+    // Rule 2: Reschedule missed/cancelled appointments
+    const needsReschedule = facts.appointments.find(a =>
+        a.status === 'CANCELLED' || a.status === 'RESCHEDULED' || a.status === 'NO_SHOW'
+    );
+    if (needsReschedule) {
+        triggers.push({
+            type: 'retention',
+            title: 'Reschedule appointment',
+            reason: `Last ${needsReschedule.department} appointment was ${needsReschedule.status.toLowerCase()}, offer to rebook with ${needsReschedule.doctorName}`,
+            priority: 'medium',
+        });
+    }
+
+    // Rule 3: Cross-sell related department
+    for (const appt of facts.appointments) {
+        const dept = (appt.department ?? '').toUpperCase().replace(/\s+/g, '_');
+        const cross = CROSS_SELL_MAP[dept];
+        if (cross && appt.status === 'SCHEDULED') {
+            triggers.push({
+                type: 'crosssell',
+                title: `${cross.department} consultation`,
+                reason: `${cross.reason} — patient already seeing ${appt.department}`,
+                priority: 'low',
+            });
+            break;
+        }
+    }
+
+    // Rule 4: First-visit patient — health checkup
+    if (facts.isNew || facts.contactAttempts === 0) {
+        triggers.push({
+            type: 'upsell',
+            title: 'Welcome Health Checkup',
+            reason: 'First-time patient, offer introductory health screening package',
+            priority: 'medium',
+        });
+    }
+
+    // Rule 5: Returning patient with no recent appointment
+    if (!facts.isNew && facts.appointments.length === 0 && facts.contactAttempts > 2) {
+        triggers.push({
+            type: 'retention',
+            title: 'Re-engagement',
+            reason: `Returning patient with ${facts.contactAttempts} prior contacts but no active appointments`,
+            priority: 'high',
+        });
+    }
+
+    return triggers.slice(0, 4);
+};
+
+// For display in Settings > Automations (read-only cards)
+export const SUGGESTION_RULE_DEFINITIONS = [
+    {
+        name: 'Package Upsell by Department',
+        category: 'upsell' as const,
+        description: 'Suggest department wellness package when patient has a scheduled appointment.',
+        trigger: 'On call connect',
+        condition: 'Scheduled appointment exists',
+        action: 'Suggest department package',
+        enabled: true,
+    },
+    {
+        name: 'Reschedule Missed Appointment',
+        category: 'retention' as const,
+        description: 'Offer to rebook when patient has a cancelled or rescheduled appointment.',
+        trigger: 'On call connect',
+        condition: 'Cancelled/Rescheduled/No-show appointment exists',
+        action: 'Suggest rebooking',
+        enabled: true,
+    },
+    {
+        name: 'Cross-sell Related Department',
+        category: 'crosssell' as const,
+        description: 'Suggest complementary department service based on current appointment.',
+        trigger: 'On call connect',
+        condition: 'Scheduled appointment in mapped department',
+        action: 'Suggest related service',
+        enabled: true,
+    },
+    {
+        name: 'First Visit Health Checkup',
+        category: 'upsell' as const,
+        description: 'Suggest introductory health screening for first-time patients.',
+        trigger: 'On call connect',
+        condition: 'New patient or zero contact attempts',
+        action: 'Suggest health checkup package',
+        enabled: true,
+    },
+    {
+        name: 'Returning Patient Re-engagement',
+        category: 'retention' as const,
+        description: 'Prompt re-engagement for returning patients with no active appointments.',
+        trigger: 'On call connect',
+        condition: 'Returning patient, no appointments, 3+ contacts',
+        action: 'Suggest booking',
+        enabled: true,
+    },
+];

src/rules-engine/templates/hospital-starter.json

@@ -84,6 +84,51 @@
             "trigger": { "type": "on_schedule", "interval": "5m" },
             "conditions": { "all": [{ "fact": "call.slaBreached", "operator": "equal", "value": true }, { "fact": "call.callbackStatus", "operator": "equal", "value": "PENDING_CALLBACK" }] },
             "action": { "type": "escalate", "params": { "channel": "notification", "recipients": "supervisor", "message": "SLA breached — no callback attempted", "severity": "critical" } }
+        },
+        {
+            "ruleType": "automation",
+            "name": "Excessive idle time",
+            "description": "Agent has been idle for more than the configured threshold today",
+            "enabled": true,
+            "priority": 2,
+            "trigger": { "type": "on_schedule", "interval": "5m" },
+            "conditions": { "all": [{ "fact": "agent.idleMinutes", "operator": "greaterThan", "value": 60 }] },
+            "action": {
+                "type": "escalate",
+                "params": {
+                    "channel": "notification",
+                    "recipients": "supervisor",
+                    "message": "Excessive Idle Time",
+                    "severity": "warning",
+                    "alertType": "EXCESSIVE_IDLE",
+                    "valueFact": "agent.idleMinutes"
+                }
+            }
+        },
+        {
+            "ruleType": "automation",
+            "name": "Low conversion rate",
+            "description": "Agent's conversion (booked/total) is below the workspace floor",
+            "enabled": true,
+            "priority": 3,
+            "trigger": { "type": "on_schedule", "interval": "5m" },
+            "conditions": {
+                "all": [
+                    { "fact": "agent.conversionPercent", "operator": "lessThan", "value": 15 },
+                    { "fact": "agent.totalCallsToday", "operator": "greaterThan", "value": 10 }
+                ]
+            },
+            "action": {
+                "type": "escalate",
+                "params": {
+                    "channel": "notification",
+                    "recipients": "supervisor",
+                    "message": "Low Conversion",
+                    "severity": "warning",
+                    "alertType": "LOW_CONVERSION",
+                    "valueFact": "agent.conversionPercent"
+                }
+            }
         }
     ]
 }

src/supervisor/agent-history.service.ts

@@ -0,0 +1,381 @@
+import { Injectable, Logger, OnModuleInit } from '@nestjs/common';
+import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+
+// AgentEvent enum values (mirror of the SDK app's agent-event.object.ts).
+// Ozonetel webhook actions → Helix event types.
+export type AgentEventType =
+    | 'LOGIN'
+    | 'LOGOUT'
+    | 'READY'
+    | 'PAUSE'
+    | 'RESUME'
+    | 'CALL_START'
+    | 'CALL_END'
+    | 'ACW_START'
+    | 'ACW_END';
+
+// Separate pending slots per event category. Call + ACW overlap (agent
+// enters ACW before the CALL_END arrives), so a single shared slot would
+// let ACW_START clobber pending CALL_START and produce 0-second call
+// durations. Keep one slot per category so each END event pairs cleanly.
+type PendingSlot = 'pause' | 'call' | 'acw';
+type PendingStarts = {
+    pause?: number; // PAUSE eventAt ms
+    call?: number;  // CALL_START eventAt ms
+    acw?: number;   // ACW_START eventAt ms
+};
+
+/**
+ * Persists agent activity and per-call timing into the platform entities
+ * we added in Phase 1 (AgentEvent, Call SLA fields). Reads AgentSession
+ * later via the rollup job.
+ *
+ * Called from:
+ *  - supervisor.service.handleAgentEvent → persistAgentEvent()
+ *  - supervisor.service.handleCallEvent → patchCallTiming()
+ *  - ozonetel-agent.controller dispose flow → patchCallTiming()
+ */
+@Injectable()
+export class AgentHistoryService implements OnModuleInit {
+    private readonly logger = new Logger(AgentHistoryService.name);
+
+    // ozonetelAgentId → Agent entity UUID. Loaded at startup.
+    private readonly agentUuidByOzonetelId = new Map<string, string>();
+
+    // agentId → map of pending start events per category, used to compute
+    // durationSec on the matching END event.
+    private readonly pendingStartsByAgent = new Map<string, PendingStarts>();
+
+    constructor(private readonly platform: PlatformGraphqlService) {}
+
+    private rollupTimer: NodeJS.Timeout | null = null;
+
+    async onModuleInit() {
+        await this.refreshAgentCache();
+        // Roll up today's sessions every 15 minutes. Rollup is idempotent
+        // (upsert by agent+date), so missing a tick is safe — the next tick
+        // recomputes from AgentEvent history. Written with setInterval because
+        // @nestjs/schedule isn't installed in this sidecar.
+        this.rollupTimer = setInterval(() => {
+            this.rollupSessions(this.currentSessionDate()).catch((err) => {
+                this.logger.warn(`[HISTORY] Rollup tick failed: ${err?.message ?? err}`);
+            });
+        }, 15 * 60 * 1000);
+        // Kick off one immediately so the dashboard has data on boot.
+        this.rollupSessions(this.currentSessionDate()).catch(() => {});
+    }
+
+    onModuleDestroy() {
+        if (this.rollupTimer) clearInterval(this.rollupTimer);
+    }
+
+    // IST day boundary — agents work in IST, so the rollup is by IST date.
+    private currentSessionDate(): string {
+        const now = new Date();
+        const ist = new Date(now.getTime() + 5.5 * 60 * 60 * 1000);
+        return ist.toISOString().slice(0, 10);
+    }
+
+    private async refreshAgentCache(): Promise<void> {
+        try {
+            const data = await this.platform.query<any>(
+                `{ agents(first: 50) { edges { node { id ozonetelAgentId } } } }`,
+            );
+            const edges = data?.agents?.edges ?? [];
+            this.agentUuidByOzonetelId.clear();
+            for (const edge of edges) {
+                const n = edge.node;
+                if (n.ozonetelAgentId) {
+                    this.agentUuidByOzonetelId.set(n.ozonetelAgentId, n.id);
+                }
+            }
+            this.logger.log(`[HISTORY] Loaded ${this.agentUuidByOzonetelId.size} agent UUIDs into cache`);
+        } catch (err) {
+            this.logger.warn(`[HISTORY] Failed to refresh agent cache: ${err}`);
+        }
+    }
+
+    private async resolveAgentUuid(ozonetelAgentId: string): Promise<string | null> {
+        if (!ozonetelAgentId) return null;
+        const cached = this.agentUuidByOzonetelId.get(ozonetelAgentId);
+        if (cached) return cached;
+        // Cache miss — refresh once (handles late-provisioned agents like Ganesh)
+        await this.refreshAgentCache();
+        return this.agentUuidByOzonetelId.get(ozonetelAgentId) ?? null;
+    }
+
+    /**
+     * Record an agent activity event. Computes durationSec for END events
+     * (RESUME, CALL_END, ACW_END) by pairing against the most recent START.
+     * Non-fatal on failure — realtime SSE flow continues even if the
+     * platform write errors.
+     */
+    async persistAgentEvent(params: {
+        ozonetelAgentId: string;
+        eventType: AgentEventType;
+        eventAt: string; // ISO
+        pauseReason?: string | null;
+        callId?: string | null;
+    }): Promise<void> {
+        const agentUuid = await this.resolveAgentUuid(params.ozonetelAgentId);
+        if (!agentUuid) {
+            this.logger.warn(`[HISTORY] No Agent entity for ozonetelAgentId=${params.ozonetelAgentId} — skipping event persist`);
+            return;
+        }
+
+        // Pair START → END events by category. CALL and ACW can overlap
+        // (agent enters ACW before CALL_END arrives), so each lives in its
+        // own slot. READY is a fallback close — supervisor.service already
+        // maps 'release'/'IDLE' to RESUME / ACW_END when it knows the prior
+        // state; READY only fires when that disambiguation failed, so it
+        // clears anything dangling.
+        let durationSec: number | null = null;
+        const endSlot = this.slotForEnd(params.eventType);
+        const startSlot = this.slotForStart(params.eventType);
+        const eventMs = new Date(params.eventAt).getTime();
+
+        if (endSlot) {
+            const pending = this.pendingStartsByAgent.get(params.ozonetelAgentId);
+            const at = pending?.[endSlot];
+            if (at !== undefined) {
+                durationSec = Math.max(0, Math.round((eventMs - at) / 1000));
+                delete pending![endSlot];
+                if (!pending!.pause && !pending!.call && !pending!.acw) {
+                    this.pendingStartsByAgent.delete(params.ozonetelAgentId);
+                }
+            }
+        } else if (startSlot) {
+            const existing = this.pendingStartsByAgent.get(params.ozonetelAgentId) ?? {};
+            existing[startSlot] = eventMs;
+            this.pendingStartsByAgent.set(params.ozonetelAgentId, existing);
+        } else if (params.eventType === 'READY' || params.eventType === 'LOGOUT') {
+            // Defensive flush of any lingering slots on session boundaries.
+            this.pendingStartsByAgent.delete(params.ozonetelAgentId);
+        }
+
+        const data: Record<string, any> = {
+            name: `${params.ozonetelAgentId} ${params.eventType}`,
+            eventType: params.eventType,
+            eventAt: params.eventAt,
+            source: 'OZONETEL_SUBSCRIPTION',
+            agentId: agentUuid,
+        };
+        if (params.pauseReason) data.pauseReason = params.pauseReason;
+        if (durationSec !== null) data.durationS = durationSec;
+        if (params.callId) data.callId = params.callId;
+
+        try {
+            await this.platform.query<any>(
+                `mutation($data: AgentEventCreateInput!) { createAgentEvent(data: $data) { id } }`,
+                { data },
+            );
+        } catch (err: any) {
+            if (this.isEntityMissingError(err)) {
+                if (!this.warnedEntityMissing) {
+                    this.logger.warn('[HISTORY] AgentEvent entity not synced on this workspace — skipping persistence');
+                    this.warnedEntityMissing = true;
+                }
+                return;
+            }
+            this.logger.warn(`[HISTORY] createAgentEvent failed: ${err}`);
+        }
+    }
+
+    private warnedEntityMissing = false;
+
+    private isEntityMissingError(err: unknown): boolean {
+        const msg = String((err as any)?.message ?? err ?? '');
+        return msg.includes('Cannot query field') || msg.includes('Unknown type')
+            || msg.includes('AgentEventCreateInput') || msg.includes('AgentSessionCreateInput');
+    }
+
+    private slotForStart(eventType: AgentEventType): PendingSlot | null {
+        if (eventType === 'PAUSE') return 'pause';
+        if (eventType === 'CALL_START') return 'call';
+        if (eventType === 'ACW_START') return 'acw';
+        return null;
+    }
+
+    private slotForEnd(eventType: AgentEventType): PendingSlot | null {
+        if (eventType === 'RESUME') return 'pause';
+        if (eventType === 'CALL_END') return 'call';
+        if (eventType === 'ACW_END') return 'acw';
+        return null;
+    }
+
+    /**
+     * Patch a Call record with SLA / timing fields derived from Ozonetel
+     * webhooks or post-call CDR. All fields optional — caller passes only
+     * what it has. Used for response-time and ACW histograms on the
+     * supervisor dashboard.
+     */
+    async patchCallTiming(callId: string, fields: {
+        assignedAt?: string;
+        answeredAt?: string;
+        responseTimeSec?: number;
+        handlingTimeSec?: number;
+        acwDurationSec?: number;
+        holdDurationSec?: number;
+    }): Promise<void> {
+        // Platform truncates `*Sec` → `*S` on field names.
+        const fieldNameMap: Record<string, string> = {
+            responseTimeSec: 'responseTimeS',
+            handlingTimeSec: 'handlingTimeS',
+            acwDurationSec: 'acwDurationS',
+            holdDurationSec: 'holdDurationS',
+        };
+        const data: Record<string, any> = {};
+        for (const [k, v] of Object.entries(fields)) {
+            if (v !== undefined && v !== null) {
+                data[fieldNameMap[k] ?? k] = v;
+            }
+        }
+        if (Object.keys(data).length === 0) return;
+        try {
+            await this.platform.query<any>(
+                `mutation($id: UUID!, $data: CallUpdateInput!) { updateCall(id: $id, data: $data) { id } }`,
+                { id: callId, data },
+            );
+        } catch (err) {
+            this.logger.warn(`[HISTORY] updateCall timing failed (${callId}): ${err}`);
+        }
+    }
+
+    /**
+     * Aggregate AgentEvent rows into an AgentSession row per agent for the
+     * given IST date. Called on a 15-minute interval; upserts by (agent,
+     * sessionDate) so re-runs are safe.
+     */
+    async rollupSessions(sessionDate: string): Promise<void> {
+        if (this.agentUuidByOzonetelId.size === 0) await this.refreshAgentCache();
+        const agentUuids = Array.from(new Set(this.agentUuidByOzonetelId.values()));
+        if (agentUuids.length === 0) return;
+
+        const startIso = `${sessionDate}T00:00:00+05:30`;
+        const endIso = `${sessionDate}T23:59:59+05:30`;
+
+        let succeeded = 0;
+        for (const agentUuid of agentUuids) {
+            try {
+                const events = await this.fetchAgentEvents(agentUuid, startIso, endIso);
+                const totals = this.aggregateEvents(events);
+                await this.upsertSession(agentUuid, sessionDate, totals);
+                succeeded++;
+            } catch (err: any) {
+                if (this.isEntityMissingError(err)) {
+                    if (!this.warnedEntityMissing) {
+                        this.logger.warn('[HISTORY] AgentEvent/AgentSession entities not synced on this workspace — skipping rollup');
+                        this.warnedEntityMissing = true;
+                    }
+                    return;
+                }
+                this.logger.warn(`[HISTORY] Rollup failed for agent ${agentUuid}: ${err?.message ?? err}`);
+            }
+        }
+        this.logger.log(`[HISTORY] Rollup complete for ${sessionDate} — ${succeeded}/${agentUuids.length} agents`);
+    }
+
+    // Platform strips the `Sec` suffix on numeric field names — schema uses
+    // `durationS`, `loginDurationS`, etc. Map back to our canonical names
+    // when reading.
+    private async fetchAgentEvents(agentUuid: string, startIso: string, endIso: string): Promise<Array<{ eventType: AgentEventType; durationSec: number | null; eventAt: string }>> {
+        const events: Array<{ eventType: AgentEventType; durationSec: number | null; eventAt: string }> = [];
+        let after: string | null = null;
+        for (let page = 0; page < 20; page++) {
+            const cursorArg: string = after ? `, after: "${after}"` : '';
+            const data: any = await this.platform.query<any>(
+                `{ agentEvents(first: 200${cursorArg}, filter: { agentId: { eq: "${agentUuid}" }, eventAt: { gte: "${startIso}", lte: "${endIso}" } }, orderBy: [{ eventAt: AscNullsLast }]) {
+                    edges { node { eventType eventAt durationS } }
+                    pageInfo { hasNextPage endCursor }
+                } }`,
+            );
+            const edges = data?.agentEvents?.edges ?? [];
+            for (const e of edges) {
+                events.push({
+                    eventType: e.node.eventType,
+                    eventAt: e.node.eventAt,
+                    durationSec: e.node.durationS ?? null,
+                });
+            }
+            const pageInfo: { hasNextPage?: boolean; endCursor?: string } = data?.agentEvents?.pageInfo ?? {};
+            if (!pageInfo.hasNextPage) break;
+            after = pageInfo.endCursor ?? null;
+        }
+        return events;
+    }
+
+    private aggregateEvents(events: Array<{ eventType: AgentEventType; durationSec: number | null; eventAt: string }>) {
+        let busyTimeSec = 0;
+        let pauseTimeSec = 0;
+        let wrapupTimeSec = 0;
+        let handlingSum = 0;
+        let handlingCount = 0;
+
+        // Login duration: sum each LOGIN → (next LOGOUT on same day | now) span.
+        // Ozonetel doesn't emit a LOGOUT if the agent just closes the tab, so
+        // cap open sessions at the end of the rollup day.
+        let loginDurationSec = 0;
+        let openLoginAt: number | null = null;
+
+        for (const e of events) {
+            if (e.eventType === 'LOGIN') {
+                openLoginAt = new Date(e.eventAt).getTime();
+            } else if (e.eventType === 'LOGOUT' && openLoginAt !== null) {
+                loginDurationSec += Math.max(0, Math.round((new Date(e.eventAt).getTime() - openLoginAt) / 1000));
+                openLoginAt = null;
+            } else if (e.eventType === 'CALL_END' && e.durationSec) {
+                busyTimeSec += e.durationSec;
+                handlingSum += e.durationSec;
+                handlingCount++;
+            } else if (e.eventType === 'RESUME' && e.durationSec) {
+                pauseTimeSec += e.durationSec;
+            } else if (e.eventType === 'ACW_END' && e.durationSec) {
+                wrapupTimeSec += e.durationSec;
+            }
+        }
+        if (openLoginAt !== null) {
+            // Still logged in — count up to now (capped to the rollup day end).
+            loginDurationSec += Math.max(0, Math.round((Date.now() - openLoginAt) / 1000));
+        }
+
+        const avgHandlingTimeSec = handlingCount > 0 ? Math.round(handlingSum / handlingCount) : null;
+        const idleTimeSec = Math.max(0, loginDurationSec - busyTimeSec - pauseTimeSec - wrapupTimeSec);
+
+        return { loginDurationSec, busyTimeSec, pauseTimeSec, wrapupTimeSec, idleTimeSec, avgHandlingTimeSec };
+    }
+
+    // AgentSession fields map: our `*Sec` → platform `*S`, `sessionDate` → `date`.
+    private async upsertSession(
+        agentUuid: string,
+        sessionDate: string,
+        totals: { loginDurationSec: number; busyTimeSec: number; pauseTimeSec: number; wrapupTimeSec: number; idleTimeSec: number; avgHandlingTimeSec: number | null },
+    ): Promise<void> {
+        const existing = await this.platform.query<any>(
+            `{ agentSessions(first: 1, filter: { agentId: { eq: "${agentUuid}" }, date: { eq: "${sessionDate}" } }) { edges { node { id } } } }`,
+        );
+        const existingId = existing?.agentSessions?.edges?.[0]?.node?.id;
+
+        const data: Record<string, any> = {
+            loginDurationS: totals.loginDurationSec,
+            busyTimeS: totals.busyTimeSec,
+            pauseTimeS: totals.pauseTimeSec,
+            wrapupTimeS: totals.wrapupTimeSec,
+            idleTimeS: totals.idleTimeSec,
+            source: 'COMPUTED',
+            lastSyncedAt: new Date().toISOString(),
+        };
+        if (totals.avgHandlingTimeSec !== null) data.avgHandlingTimeS = totals.avgHandlingTimeSec;
+
+        if (existingId) {
+            await this.platform.query<any>(
+                `mutation($id: UUID!, $data: AgentSessionUpdateInput!) { updateAgentSession(id: $id, data: $data) { id } }`,
+                { id: existingId, data },
+            );
+        } else {
+            await this.platform.query<any>(
+                `mutation($data: AgentSessionCreateInput!) { createAgentSession(data: $data) { id } }`,
+                { data: { ...data, name: `Session ${sessionDate}`, agentId: agentUuid, date: sessionDate } },
+            );
+        }
+    }
+}

src/supervisor/performance-alerts.controller.ts

@@ -0,0 +1,91 @@
+import { Controller, Get, Post, Param, Logger } from '@nestjs/common';
+import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+
+/**
+ * Read API for the supervisor notification bell. Returns active (non-
+ * dismissed) PerformanceAlert rows the rules engine has emitted.
+ *
+ * Frontend polls every 60s. Dismiss is per-alert.
+ */
+@Controller('api/supervisor/performance-alerts')
+export class PerformanceAlertsController {
+    private readonly logger = new Logger(PerformanceAlertsController.name);
+
+    constructor(private readonly platform: PlatformGraphqlService) {}
+
+    @Get()
+    async list() {
+        const data = await this.platform.query<any>(
+            `{ performanceAlerts(
+                first: 50,
+                filter: { dismissedAt: { is: NULL } },
+                orderBy: [{ firedAt: DescNullsLast }]
+            ) {
+                edges { node {
+                    id alertType severity message value ruleId firedAt
+                    agent { id name }
+                } }
+            } }`,
+        );
+        const edges = data?.performanceAlerts?.edges ?? [];
+        return {
+            alerts: edges.map((e: any) => {
+                const n = e.node;
+                return {
+                    id: n.id,
+                    agent: n.agent?.name ?? 'Unknown',
+                    agentId: n.agent?.id ?? null,
+                    type: this.toLabel(n.alertType),
+                    severity: (n.severity ?? 'WARNING').toLowerCase(),
+                    value: n.value ?? '',
+                    message: n.message,
+                    firedAt: n.firedAt,
+                    ruleId: n.ruleId,
+                };
+            }),
+        };
+    }
+
+    @Post(':id/dismiss')
+    async dismiss(@Param('id') id: string) {
+        try {
+            await this.platform.query<any>(
+                `mutation($id: UUID!, $data: PerformanceAlertUpdateInput!) { updatePerformanceAlert(id: $id, data: $data) { id } }`,
+                { id, data: { dismissedAt: new Date().toISOString() } },
+            );
+            return { status: 'ok' };
+        } catch (err: any) {
+            this.logger.warn(`[ALERTS] Dismiss failed for ${id}: ${err?.message ?? err}`);
+            return { status: 'error', message: String(err?.message ?? err) };
+        }
+    }
+
+    private toLabel(alertType: string | null | undefined): string {
+        switch (alertType) {
+            case 'EXCESSIVE_IDLE': return 'Excessive Idle Time';
+            case 'LOW_NPS': return 'Low NPS';
+            case 'LOW_CONVERSION': return 'Low Conversion';
+            default: return alertType ?? 'Alert';
+        }
+    }
+
+    @Post('dismiss-all')
+    async dismissAll() {
+        const now = new Date().toISOString();
+        const data = await this.platform.query<any>(
+            `{ performanceAlerts(first: 100, filter: { dismissedAt: { is: NULL } }) { edges { node { id } } } }`,
+        );
+        const ids = (data?.performanceAlerts?.edges ?? []).map((e: any) => e.node.id);
+        let dismissed = 0;
+        for (const id of ids) {
+            try {
+                await this.platform.query<any>(
+                    `mutation($id: UUID!, $data: PerformanceAlertUpdateInput!) { updatePerformanceAlert(id: $id, data: $data) { id } }`,
+                    { id, data: { dismissedAt: now } },
+                );
+                dismissed++;
+            } catch {}
+        }
+        return { status: 'ok', dismissed };
+    }
+}

src/supervisor/supervisor-barge.controller.ts

@@ -0,0 +1,163 @@
+import { Controller, Post, Get, Body, HttpException, Logger } from '@nestjs/common';
+import axios from 'axios';
+import { OzonetelAdminAuthService } from '../ozonetel/ozonetel-admin-auth.service';
+import { SupervisorService } from './supervisor.service';
+import { TelephonyConfigService } from '../config/telephony-config.service';
+
+// Supervisor barge/whisper/listen endpoints.
+// Proxies requests to Ozonetel's dashboardApi using admin JWT auth.
+//
+// API reference (from CA-Admin source code):
+//   apiId 63  → CALL_BARGEIN (initiate barge)
+//   apiId 158 → Redis barge state (insert/delete)
+//   apiId 139 → SIP credential pool (sipSubscribe)
+
+@Controller('api/supervisor/barge')
+export class SupervisorBargeController {
+    private readonly logger = new Logger(SupervisorBargeController.name);
+    private readonly dashboardApiUrl = 'https://api.cloudagent.ozonetel.com/dashboardApi/monitor/api';
+    private readonly adminApiUrl = 'https://api.cloudagent.ozonetel.com/ca-admin-Api/CloudAgentAPI';
+
+    constructor(
+        private readonly adminAuth: OzonetelAdminAuthService,
+        private readonly supervisor: SupervisorService,
+        private readonly telephony: TelephonyConfigService,
+    ) {}
+
+    @Get('sip-credentials')
+    async getSipCredentials() {
+        if (!this.adminAuth.isConfigured()) {
+            throw new HttpException('Ozonetel admin not configured — add credentials in Settings → Telephony', 503);
+        }
+
+        const config = this.telephony.getConfig();
+        const sipGateway = `${config.sip.domain}:${config.sip.wsPort}`;
+        const headers = await this.adminAuth.getAuthHeaders();
+
+        try {
+            const res = await axios.post(`${this.adminApiUrl}/endpoint/sipnumber/sipSubscribe`, {
+                apiId: 139,
+                sipURL: sipGateway,
+            }, { headers });
+
+            const data = res.data;
+            this.logger.log(`[BARGE] SIP credentials response: ${JSON.stringify(data)}`);
+
+            if (!data?.sip_number) {
+                throw new HttpException('No SIP numbers available in pool', 503);
+            }
+
+            return {
+                sipNumber: data.sip_number,
+                sipPassword: data.password,
+                sipDomain: data.pop_location ?? config.sip.domain,
+                sipPort: config.sip.wsPort,
+            };
+        } catch (err: any) {
+            this.logger.error(`[BARGE] SIP credentials failed: ${err.message}`);
+            if (err instanceof HttpException) throw err;
+            throw new HttpException('Failed to fetch SIP credentials', 502);
+        }
+    }
+
+    @Post()
+    async initiateBarge(@Body() body: { ucid: string; agentId: string; agentNumber: string; supervisorId?: string }) {
+        if (!body.ucid || !body.agentNumber) {
+            throw new HttpException('ucid and agentNumber required', 400);
+        }
+        if (!this.adminAuth.isConfigured()) {
+            throw new HttpException('Ozonetel admin not configured — add credentials in Settings → Telephony', 503);
+        }
+
+        // Prevent double-barge on same agent
+        const existing = this.supervisor.getBargeSession(body.agentId);
+        if (existing) {
+            throw new HttpException(`Agent ${body.agentId} is already being monitored`, 409);
+        }
+
+        // Get SIP credentials from Ozonetel pool
+        const sipCreds = await this.getSipCredentials();
+        const headers = await this.adminAuth.getAuthHeaders();
+
+        try {
+            const res = await axios.post(this.dashboardApiUrl, {
+                apiId: 63,
+                ucid: body.ucid,
+                action: 'CALL_BARGEIN',
+                isSip: true,
+                phoneno: sipCreds.sipNumber,
+                agentNumber: body.agentNumber,
+                cbURL: 'helix-engage',
+            }, { headers });
+
+            this.logger.log(`[BARGE] Initiated: ucid=${body.ucid} agent=${body.agentId} sip=${sipCreds.sipNumber} response=${JSON.stringify(res.data)}`);
+
+            // Track the session
+            this.supervisor.startBargeSession({
+                supervisorId: body.supervisorId ?? 'admin',
+                agentId: body.agentId,
+                sipNumber: sipCreds.sipNumber,
+                mode: 'listen',
+                startedAt: new Date().toISOString(),
+            });
+
+            return {
+                status: 'ok',
+                ...sipCreds,
+                ozonetelResponse: res.data,
+            };
+        } catch (err: any) {
+            this.logger.error(`[BARGE] Initiation failed: ${err.message} ${err.response?.data ? JSON.stringify(err.response.data) : ''}`);
+            throw new HttpException(`Barge failed: ${err.response?.data?.Message ?? err.message}`, 502);
+        }
+    }
+
+    @Post('mode')
+    async updateMode(@Body() body: { agentId: string; mode: 'listen' | 'whisper' | 'barge' }) {
+        if (!body.agentId || !body.mode) {
+            throw new HttpException('agentId and mode required', 400);
+        }
+        if (!['listen', 'whisper', 'barge'].includes(body.mode)) {
+            throw new HttpException('mode must be listen, whisper, or barge', 400);
+        }
+
+        const session = this.supervisor.getBargeSession(body.agentId);
+        if (!session) {
+            throw new HttpException('No active barge session for this agent', 404);
+        }
+
+        this.supervisor.updateBargeMode(body.agentId, body.mode);
+        return { status: 'ok', mode: body.mode };
+    }
+
+    @Post('end')
+    async endBarge(@Body() body: { agentId: string }) {
+        if (!body.agentId) {
+            throw new HttpException('agentId required', 400);
+        }
+
+        const session = this.supervisor.getBargeSession(body.agentId);
+        if (!session) {
+            return { status: 'ok', message: 'No active session' };
+        }
+
+        // Clear Redis tracking on Ozonetel side (best-effort)
+        if (this.adminAuth.isConfigured()) {
+            try {
+                const headers = await this.adminAuth.getAuthHeaders();
+                await axios.post(this.dashboardApiUrl, {
+                    apiId: 158,
+                    Action: 'delete',
+                    AgentId: body.agentId,
+                    Sip: session.sipNumber,
+                }, { headers });
+                this.logger.log(`[BARGE] Redis cleanup: ${body.agentId}`);
+            } catch (err: any) {
+                this.logger.warn(`[BARGE] Redis cleanup failed (non-critical): ${err.message}`);
+            }
+        }
+
+        this.supervisor.endBargeSession(body.agentId);
+        return { status: 'ok' };
+    }
+}

src/supervisor/supervisor.controller.ts

@@ -1,6 +1,7 @@
 import { Controller, Get, Post, Body, Query, Sse, Logger } from '@nestjs/common';
 import { Observable, filter, map } from 'rxjs';
 import { SupervisorService } from './supervisor.service';
+import { LogStreamService } from '../logging/log-stream.service';
 
 @Controller('api/supervisor')
 export class SupervisorController {
@@ -13,6 +14,16 @@ export class SupervisorController {
         return this.supervisor.getActiveCalls();
     }
 
+    @Sse('active-calls/stream')
+    streamActiveCalls(): Observable<MessageEvent> {
+        this.logger.log('[SSE] Active calls stream opened');
+        return this.supervisor.activeCallSubject.pipe(
+            map(event => ({
+                data: JSON.stringify(event),
+            } as MessageEvent)),
+        );
+    }
+
     @Get('team-performance')
     async getTeamPerformance(@Query('date') date?: string) {
         const targetDate = date ?? new Date().toISOString().split('T')[0];
@@ -52,4 +63,33 @@ export class SupervisorController {
             } as MessageEvent)),
         );
     }
+
+    // Worklist SSE — broadcast to all connected agents. When a missed
+    // call is created by the webhook, this fires immediately so agents
+    // don't wait for the 30s worklist poll. The payload includes the
+    // caller's phone + name for a toast notification.
+    @Sse('worklist/stream')
+    streamWorklistUpdates(): Observable<MessageEvent> {
+        this.logger.log('[SSE] Worklist stream opened');
+        return this.supervisor.worklistSubject.pipe(
+            map(event => ({
+                data: JSON.stringify(event),
+            } as MessageEvent)),
+        );
+    }
+
+    @Get('logs/recent')
+    getRecentLogs(@Query('limit') limit?: string) {
+        return LogStreamService.instance.getRecentLogs(limit ? parseInt(limit, 10) : 200);
+    }
+
+    @Sse('logs/stream')
+    streamLogs(): Observable<MessageEvent> {
+        this.logger.log('[SSE] Log stream opened');
+        return LogStreamService.instance.logSubject.pipe(
+            map(entry => ({
+                data: JSON.stringify(entry),
+            } as MessageEvent)),
+        );
+    }
 }

src/supervisor/supervisor.module.ts

@@ -1,13 +1,20 @@
-import { Module } from '@nestjs/common';
+import { Module, forwardRef } from '@nestjs/common';
 import { PlatformModule } from '../platform/platform.module';
 import { OzonetelAgentModule } from '../ozonetel/ozonetel-agent.module';
 import { SupervisorController } from './supervisor.controller';
+import { SupervisorBargeController } from './supervisor-barge.controller';
+import { PerformanceAlertsController } from './performance-alerts.controller';
 import { SupervisorService } from './supervisor.service';
+import { AgentHistoryService } from './agent-history.service';
+import { OzonetelAdminAuthService } from '../ozonetel/ozonetel-admin-auth.service';
 
+// Note: TelephonyConfigService is available without import because
+// ConfigThemeModule is @Global(). Do NOT import ConfigThemeModule here
+// — it causes a circular dependency via AuthModule.
 @Module({
-    imports: [PlatformModule, OzonetelAgentModule],
+    imports: [PlatformModule, forwardRef(() => OzonetelAgentModule)],
-    controllers: [SupervisorController],
+    controllers: [SupervisorController, SupervisorBargeController, PerformanceAlertsController],
-    providers: [SupervisorService],
+    providers: [SupervisorService, AgentHistoryService, OzonetelAdminAuthService],
-    exports: [SupervisorService],
+    exports: [SupervisorService, AgentHistoryService, OzonetelAdminAuthService],
 })
 export class SupervisorModule {}

src/supervisor/supervisor.service.ts

@@ -3,6 +3,7 @@ import { ConfigService } from '@nestjs/config';
 import { Subject } from 'rxjs';
 import { PlatformGraphqlService } from '../platform/platform-graphql.service';
 import { OzonetelAgentService } from '../ozonetel/ozonetel-agent.service';
+import { AgentHistoryService, AgentEventType } from './agent-history.service';
 
 type ActiveCall = {
     ucid: string;
@@ -20,23 +21,63 @@ type AgentStateEntry = {
     timestamp: string;
 };
 
+// ACW auto-dispose: if an agent has been in ACW for longer than this
+// without the frontend calling /api/ozonetel/dispose, the server
+// auto-disposes with a default disposition + autoRelease. This is the
+// Layer 3 safety net — covers browser crash, tab close, page refresh
+// where sendBeacon didn't fire, or any other frontend failure.
+const ACW_TIMEOUT_MS = 30_000; // 30 seconds
+const ACW_DEFAULT_DISPOSITION = 'General Enquiry';
+
 @Injectable()
 export class SupervisorService implements OnModuleInit {
     private readonly logger = new Logger(SupervisorService.name);
     private readonly activeCalls = new Map<string, ActiveCall>();
     private readonly agentStates = new Map<string, AgentStateEntry>();
-    readonly agentStateSubject = new Subject<{ agentId: string; state: AgentOzonetelState; timestamp: string }>();
+    private readonly acwTimers = new Map<string, NodeJS.Timeout>();
+    readonly agentStateSubject = new Subject<{ agentId: string; state: AgentOzonetelState | string; timestamp: string }>();
+    readonly activeCallSubject = new Subject<{ type: 'update' | 'remove'; call?: ActiveCall; ucid: string }>();
+    // Worklist update stream — emitted when a missed call is created or
+    // assigned. Frontend SSE listener triggers an immediate worklist
+    // refresh so agents see new missed calls without waiting for the 30s poll.
+    readonly worklistSubject = new Subject<{ type: string; callerPhone?: string; callerName?: string; callId?: string; timestamp: string }>();
+
+    emitWorklistUpdate(data: { type: string; callerPhone?: string; callerName?: string; callId?: string }) {
+        this.worklistSubject.next({ ...data, timestamp: new Date().toISOString() });
+        this.logger.log(`[WORKLIST-SSE] ${data.type} phone=${data.callerPhone ?? '?'} name=${data.callerName ?? '?'}`);
+    }
+
+    // Barge session tracking — key is agentId
+    private readonly bargeSessions = new Map<string, {
+        supervisorId: string;
+        agentId: string;
+        sipNumber: string;
+        mode: 'listen' | 'whisper' | 'barge';
+        startedAt: string;
+    }>();
 
     constructor(
         private platform: PlatformGraphqlService,
         private ozonetel: OzonetelAgentService,
         private config: ConfigService,
+        private history: AgentHistoryService,
     ) {}
 
     async onModuleInit() {
         this.logger.log('Supervisor service initialized');
     }
 
+    // Called by the dispose endpoint to cancel the ACW timer
+    // (agent submitted disposition before the timeout)
+    cancelAcwTimer(agentId: string) {
+        const timer = this.acwTimers.get(agentId);
+        if (timer) {
+            clearTimeout(timer);
+            this.acwTimers.delete(agentId);
+            this.logger.log(`[ACW-TIMER] Cancelled for ${agentId} (disposition received)`);
+        }
+    }
+
     handleCallEvent(event: any) {
         const action = event.action;
         const ucid = event.ucid ?? event.monitorUCID;
@@ -44,37 +85,171 @@ export class SupervisorService implements OnModuleInit {
         const callerNumber = event.caller_id ?? event.callerID;
         const callType = event.call_type ?? event.Type;
         const eventTime = event.event_time ?? event.eventTime ?? new Date().toISOString();
+        const iso = this.parseOzonetelTime(eventTime);
 
         if (!ucid) return;
 
         if (action === 'Answered' || action === 'Calling') {
-            this.activeCalls.set(ucid, {
+            // Don't show calls for offline agents (ghost calls)
-                ucid, agentId, callerNumber,
+            const agentState = this.agentStates.get(agentId);
-                callType, startTime: eventTime, status: 'active',
+            if (agentState?.state === 'offline') {
-            });
+                this.logger.warn(`Ignoring call event for offline agent ${agentId} (${ucid})`);
-            this.logger.log(`Active call: ${agentId} ↔ ${callerNumber} (${ucid})`);
+                return;
-        } else if (action === 'Disconnect') {
-            this.activeCalls.delete(ucid);
-            this.logger.log(`Call ended: ${ucid}`);
             }
+            const call: ActiveCall = { ucid, agentId, callerNumber, callType, startTime: eventTime, status: 'active' };
+            this.activeCalls.set(ucid, call);
+            this.activeCallSubject.next({ type: 'update', call, ucid });
+            this.logger.log(`Active call: ${agentId} ↔ ${callerNumber} (${ucid})`);
+
+            // Persist CALL_START as AgentEvent on the "Answered" moment
+            // (that's when busy-time actually begins). "Calling" is the
+            // ring — doesn't count as busy.
+            if (action === 'Answered' && agentId) {
+                this.history.persistAgentEvent({
+                    ozonetelAgentId: agentId,
+                    eventType: 'CALL_START',
+                    eventAt: iso,
+                }).catch(() => {});
+
+                // Write answeredAt + responseTimeS to the Call record.
+                // Look up the Call by UCID, then patch. The "Calling" event
+                // sets assignedAt (ring start); "Answered" computes response
+                // time as answered - assigned (queue wait time).
+                this.patchCallTimingByUcid(ucid, {
+                    answeredAt: iso,
+                }).catch(() => {});
+            }
+
+            // "Calling" = agent's phone is ringing → write assignedAt
+            // (the moment the call was routed to this agent).
+            if (action === 'Calling') {
+                this.patchCallTimingByUcid(ucid, {
+                    assignedAt: iso,
+                }).catch(() => {});
+            }
+        } else if (action === 'Disconnect') {
+            const wasActive = this.activeCalls.get(ucid);
+            this.activeCalls.delete(ucid);
+            this.activeCallSubject.next({ type: 'remove', ucid });
+            this.logger.log(`Call ended: ${ucid}`);
+
+            // Persist CALL_END — pair against the start for duration.
+            if (wasActive?.agentId) {
+                this.history.persistAgentEvent({
+                    ozonetelAgentId: wasActive.agentId,
+                    eventType: 'CALL_END',
+                    eventAt: iso,
+                }).catch(() => {});
+            }
+        }
+    }
+
+    // Ozonetel sends timestamps in "YYYY-MM-DD HH:MM:SS" IST format. Normalise.
+    private parseOzonetelTime(raw: string): string {
+        if (!raw) return new Date().toISOString();
+        const asDate = new Date(raw);
+        if (!isNaN(asDate.getTime())) return asDate.toISOString();
+        return new Date().toISOString();
     }
 
     handleAgentEvent(event: any) {
         const agentId = event.agentId ?? event.agent_id ?? 'unknown';
         const action = event.action ?? 'unknown';
-        const eventData = event.eventData ?? '';
+        const eventData = event.eventData ?? event.data ?? '';
+        const pauseReason = event.pauseReason ?? event.pause_reason ?? event.breakReason ?? '';
         const eventTime = event.event_time ?? event.eventTime ?? new Date().toISOString();
-        this.logger.log(`[AGENT-STATE] ${agentId} → ${action}${eventData ? ` (${eventData})` : ''} at ${eventTime}`);
+        this.logger.log(`[AGENT-STATE] ${agentId} → ${action} eventData="${eventData}" pauseReason="${pauseReason}" at ${eventTime}`);
+        this.logger.log(`[AGENT-STATE] Full event payload: ${JSON.stringify(event)}`);
 
-        const mapped = this.mapOzonetelAction(action, eventData);
+        const priorState = this.agentStates.get(agentId)?.state;
+        const mapped = this.mapOzonetelAction(action, eventData, pauseReason);
         if (mapped) {
             this.agentStates.set(agentId, { state: mapped, timestamp: eventTime });
             this.agentStateSubject.next({ agentId, state: mapped, timestamp: eventTime });
             this.logger.log(`[AGENT-STATE] Emitted: ${agentId} → ${mapped}`);
+
+            // Persist to AgentEvent table. CALL_START/CALL_END are
+            // handled in handleCallEvent (they arrive via a separate
+            // Ozonetel webhook). Everything else is captured here.
+            // Pass priorState so 'release' → RESUME / ACW_END / READY can
+            // be disambiguated for the session rollup.
+            const historyEventType = this.mapToHistoryEventType(action, priorState);
+            if (historyEventType) {
+                const resolvedPauseReason = (pauseReason || eventData || '') || null;
+                this.history.persistAgentEvent({
+                    ozonetelAgentId: agentId,
+                    eventType: historyEventType,
+                    eventAt: this.parseOzonetelTime(eventTime),
+                    pauseReason: historyEventType === 'PAUSE' ? resolvedPauseReason : null,
+                }).catch(() => {});
+            }
+
+            // Layer 3: ACW auto-dispose safety net
+            if (mapped === 'acw') {
+                // Find the most recent UCID for this agent
+                const lastCall = Array.from(this.activeCalls.values())
+                    .filter(c => c.agentId === agentId)
+                    .pop();
+                const ucid = lastCall?.ucid;
+
+                this.cancelAcwTimer(agentId); // clear any existing timer
+                const timer = setTimeout(async () => {
+                    // Check if agent is STILL in ACW (they might have disposed by now)
+                    const current = this.agentStates.get(agentId);
+                    if (current?.state !== 'acw') {
+                        this.logger.log(`[ACW-TIMER] ${agentId} no longer in ACW — skipping auto-dispose`);
+                        return;
+                    }
+                    this.logger.warn(`[ACW-TIMER] ${agentId} stuck in ACW for ${ACW_TIMEOUT_MS / 1000}s — auto-disposing${ucid ? ` (UCID ${ucid})` : ''}`);
+                    try {
+                        if (ucid) {
+                            await this.ozonetel.setDisposition({ agentId, ucid, disposition: ACW_DEFAULT_DISPOSITION });
+                        } else {
+                            await this.ozonetel.changeAgentState({ agentId, state: 'Ready' });
+                        }
+                        this.logger.log(`[ACW-TIMER] Auto-dispose successful for ${agentId}`);
+                    } catch (err: any) {
+                        this.logger.error(`[ACW-TIMER] Auto-dispose failed for ${agentId}: ${err.message}`);
+                        // Last resort: try force-ready
+                        try {
+                            await this.ozonetel.changeAgentState({ agentId, state: 'Ready' });
+                        } catch {}
+                    }
+                    this.acwTimers.delete(agentId);
+                }, ACW_TIMEOUT_MS);
+                this.acwTimers.set(agentId, timer);
+                this.logger.log(`[ACW-TIMER] Started ${ACW_TIMEOUT_MS / 1000}s timer for ${agentId}`);
+            } else if (mapped === 'ready' || mapped === 'offline') {
+                // Agent left ACW normally — cancel the timer
+                this.cancelAcwTimer(agentId);
+            }
         }
     }
 
-    private mapOzonetelAction(action: string, eventData: string): AgentOzonetelState | null {
+    // Map the Ozonetel webhook action to our AgentEvent.eventType enum.
+    // 'release' means "agent is available again" — could be post-pause,
+    // post-ACW, or post-call. Use the previous agent state to emit the
+    // specific close-out event so session rollups can sum durations by
+    // category (pause vs wrapup vs busy) without extra metadata.
+    private mapToHistoryEventType(action: string, priorState: AgentOzonetelState | undefined): AgentEventType | null {
+        switch (action) {
+            case 'login': return 'LOGIN';
+            case 'logout': return 'LOGOUT';
+            case 'ACW': return 'ACW_START';
+            case 'pause':
+            case 'AUX':
+                return 'PAUSE';
+            case 'release':
+            case 'IDLE':
+                if (priorState === 'acw') return 'ACW_END';
+                if (priorState === 'break' || priorState === 'training') return 'RESUME';
+                return 'READY';
+            default:
+                return null;
+        }
+    }
+
+    private mapOzonetelAction(action: string, eventData: string, pauseReason?: string): AgentOzonetelState | null {
         switch (action) {
             case 'release': return 'ready';
             case 'IDLE': return 'ready'; // agent available after unanswered/canceled call
@@ -82,11 +257,16 @@ export class SupervisorService implements OnModuleInit {
             case 'incall': return 'in-call';
             case 'ACW': return 'acw';
             case 'logout': return 'offline';
-            case 'AUX':
+            case 'pause': // Ozonetel sends 'pause' via webhook when agent is paused
+            case 'AUX': {
                 // "changeMode" is the brief AUX during login — not a real pause
                 if (eventData === 'changeMode') return null;
-                if (eventData?.toLowerCase().includes('training')) return 'training';
+                // Check pauseReason first (explicit field), then fall back to eventData
+                const reason = (pauseReason || eventData || '').toLowerCase();
+                this.logger.log(`[AGENT-STATE] Pause reason resolved: "${reason}"`);
+                if (reason.includes('training')) return 'training';
                 return 'break';
+            }
             case 'login': return null; // wait for release
             default: return null;
         }
@@ -103,10 +283,110 @@ export class SupervisorService implements OnModuleInit {
         this.agentStateSubject.next({ agentId, state: 'force-logout' as any, timestamp: new Date().toISOString() });
     }
 
+    // Max plausible call length before the entry is treated as orphaned.
+    // Real Ozonetel calls cap out far short of this — 30 minutes is a safe
+    // ceiling for a hospital call-center context. If a genuinely longer
+    // call existed, losing it from Live Monitor is preferable to the ghost
+    // state (supervisors lose trust in the dashboard otherwise).
+    private static readonly MAX_ACTIVE_CALL_AGE_MS = 30 * 60 * 1000;
+
+    // Agent states that are incompatible with having an active call. If the
+    // mapped agent is currently in one of these, the activeCalls entry is
+    // definitely stale (e.g. Disconnect webhook was dropped).
+    private static readonly NON_CALL_AGENT_STATES = new Set(['ready', 'offline', 'paused']);
+
+    updateCallStatus(ucid: string, status: 'active' | 'on-hold') {
+        const call = this.activeCalls.get(ucid);
+        if (!call) {
+            this.logger.warn(`[CALL-STATUS] No active call found for UCID ${ucid}`);
+            return;
+        }
+        call.status = status;
+        this.activeCallSubject.next({ type: 'update', call, ucid });
+        this.logger.log(`[CALL-STATUS] ${ucid} → ${status} (agent=${call.agentId})`);
+    }
+
     getActiveCalls(): ActiveCall[] {
+        // Sweep stale entries before returning. The activeCalls Map is a
+        // best-effort in-memory projection of Ozonetel call events — if
+        // Ozonetel drops a Disconnect (network blip, subscription hiccup,
+        // sidecar restart mid-call), the entry lingers forever and the
+        // Live Call Monitor shows a ghost call with a runaway timer.
+        //
+        // Two signals identify staleness:
+        //   1. The associated agent is not in a busy state (ready, offline,
+        //      paused — they can't be on a call).
+        //   2. startTime is older than MAX_ACTIVE_CALL_AGE_MS (hard ceiling
+        //      regardless of agent-state signal).
+        const now = Date.now();
+        const toDelete: string[] = [];
+
+        for (const [ucid, call] of this.activeCalls.entries()) {
+            const ageMs = now - new Date(call.startTime).getTime();
+            if (isNaN(ageMs)) continue;
+
+            if (ageMs > SupervisorService.MAX_ACTIVE_CALL_AGE_MS) {
+                toDelete.push(ucid);
+                this.logger.warn(`[ACTIVE-CALLS] Sweep: dropping ${ucid} (age ${Math.round(ageMs / 60000)}m, exceeds ${SupervisorService.MAX_ACTIVE_CALL_AGE_MS / 60000}m cap)`);
+                continue;
+            }
+
+            const agentState = this.agentStates.get(call.agentId)?.state;
+            if (agentState && SupervisorService.NON_CALL_AGENT_STATES.has(agentState)) {
+                toDelete.push(ucid);
+                this.logger.warn(`[ACTIVE-CALLS] Sweep: dropping ${ucid} — agent ${call.agentId} is ${agentState}`);
+            }
+        }
+
+        for (const ucid of toDelete) this.activeCalls.delete(ucid);
+
         return Array.from(this.activeCalls.values());
     }
 
+    // Look up a Call by UCID and patch its timing fields. Used by
+    // handleCallEvent to write assignedAt/answeredAt in real-time.
+    // Also computes responseTimeS when answeredAt is written and
+    // the Call already has a startedAt.
+    private async patchCallTimingByUcid(ucid: string, fields: {
+        assignedAt?: string;
+        answeredAt?: string;
+    }): Promise<void> {
+        try {
+            const data = await this.platform.query<any>(
+                `{ calls(first: 1, filter: { ucid: { eq: "${ucid}" } }) { edges { node { id startedAt assignedAt } } } }`,
+            );
+            const call = data?.calls?.edges?.[0]?.node;
+            if (!call) {
+                this.logger.warn(`[SLA] No Call for ucid=${ucid} — timing not written`);
+                return;
+            }
+
+            const patch: Record<string, any> = {};
+            if (fields.assignedAt) patch.assignedAt = fields.assignedAt;
+            if (fields.answeredAt) {
+                patch.answeredAt = fields.answeredAt;
+                // Compute response time: answered - started (how long the
+                // caller waited from call creation to agent pickup).
+                const start = call.startedAt ? new Date(call.startedAt).getTime() : null;
+                const answered = new Date(fields.answeredAt).getTime();
+                if (start && !isNaN(start) && !isNaN(answered)) {
+                    const responseS = Math.max(0, Math.round((answered - start) / 1000));
+                    patch.responseTimeS = responseS;
+                }
+            }
+
+            if (Object.keys(patch).length > 0) {
+                await this.platform.query<any>(
+                    `mutation($id: UUID!, $data: CallUpdateInput!) { updateCall(id: $id, data: $data) { id } }`,
+                    { id: call.id, data: patch },
+                );
+                this.logger.log(`[SLA] Patched call ${call.id} — ${Object.entries(patch).map(([k, v]) => `${k}=${v}`).join(' ')}`);
+            }
+        } catch (err: any) {
+            this.logger.warn(`[SLA] patchCallTimingByUcid failed for ${ucid}: ${err.message}`);
+        }
+    }
+
     async getTeamPerformance(date: string): Promise<any> {
         // Get all agents from platform. Field names are label-derived
         // camelCase on the current platform schema — see
@@ -120,20 +400,152 @@ export class SupervisorService implements OnModuleInit {
         );
         const agents = agentData?.agents?.edges?.map((e: any) => e.node) ?? [];
 
-        // Fetch Ozonetel time summary per agent
+        // Fetch AgentSession rows for this date — the authoritative source
+        // for time breakdowns now that Phase 2 ingest is live. Keyed by
+        // agentId (UUID on platform) so we can match back by agent.id.
+        const sessionByAgentId = await this.fetchAgentSessionsByDate(date);
+
+        // Fetch CDR for the entire account for this date (one call, not per-agent)
+        let allCdr: any[] = [];
+        try {
+            allCdr = await this.ozonetel.fetchCDR({ date });
+        } catch (err) {
+            this.logger.warn(`Failed to fetch CDR for ${date}: ${err}`);
+        }
+
+        // Merge AgentSession → timeBreakdown (Ozonetel shape for UI compat);
+        // fall back to Ozonetel summary when no session row exists.
         const summaries = await Promise.all(
             agents.map(async (agent: any) => {
-                if (!agent.ozonetelAgentId) return { ...agent, timeBreakdown: null };
+                if (!agent.ozonetelAgentId) return { ...agent, timeBreakdown: null, calls: null };
                 try {
-                    const summary = await this.ozonetel.getAgentSummary(agent.ozonetelAgentId, date);
+                    let timeBreakdown: any = null;
-                    return { ...agent, timeBreakdown: summary };
+                    let source: 'AGENT_SESSION' | 'OZONETEL_SUMMARY' | 'NONE' = 'NONE';
+
+                    const session = sessionByAgentId.get(agent.id);
+                    if (session) {
+                        timeBreakdown = this.sessionToTimeBreakdown(session);
+                        source = 'AGENT_SESSION';
+                    } else {
+                        timeBreakdown = await this.ozonetel.getAgentSummary(agent.ozonetelAgentId, date);
+                        if (timeBreakdown) source = 'OZONETEL_SUMMARY';
+                    }
+
+                    // Filter CDR to this agent
+                    const agentCdr = allCdr.filter(
+                        (c: any) => c.AgentID === agent.ozonetelAgentId || c.AgentName === agent.ozonetelAgentId,
+                    );
+                    const totalCalls = agentCdr.length;
+                    const inbound = agentCdr.filter((c: any) => c.Type === 'InBound').length;
+                    const outbound = agentCdr.filter((c: any) => c.Type === 'Manual' || c.Type === 'Progressive').length;
+                    const answered = agentCdr.filter((c: any) => c.Status === 'Answered').length;
+                    const missed = agentCdr.filter((c: any) => c.Status === 'NotAnswered').length;
+
+                    return {
+                        ...agent,
+                        timeBreakdown,
+                        timeBreakdownSource: source,
+                        calls: { total: totalCalls, inbound, outbound, answered, missed },
+                    };
                 } catch (err) {
                     this.logger.warn(`Failed to get summary for ${agent.ozonetelAgentId}: ${err}`);
-                    return { ...agent, timeBreakdown: null };
+                    return { ...agent, timeBreakdown: null, calls: null };
                 }
             }),
         );
 
-        return { date, agents: summaries };
+        // Aggregate team totals
+        const teamTotals = {
+            totalCalls: summaries.reduce((sum, a) => sum + (a.calls?.total ?? 0), 0),
+            inbound: summaries.reduce((sum, a) => sum + (a.calls?.inbound ?? 0), 0),
+            outbound: summaries.reduce((sum, a) => sum + (a.calls?.outbound ?? 0), 0),
+            answered: summaries.reduce((sum, a) => sum + (a.calls?.answered ?? 0), 0),
+            missed: summaries.reduce((sum, a) => sum + (a.calls?.missed ?? 0), 0),
+        };
+
+        return { date, agents: summaries, teamTotals };
+    }
+
+    // Pull AgentSession rows for the given IST date, keyed by agent UUID so
+    // getTeamPerformance can look them up per-agent.
+    private async fetchAgentSessionsByDate(date: string): Promise<Map<string, any>> {
+        const map = new Map<string, any>();
+        try {
+            const data = await this.platform.query<any>(
+                `{ agentSessions(first: 100, filter: { date: { eq: "${date}" } }) {
+                    edges { node {
+                        agentId loginDurationS busyTimeS idleTimeS pauseTimeS
+                        wrapupTimeS dialTimeS avgHandlingTimeS source lastSyncedAt
+                    } }
+                } }`,
+            );
+            const edges = data?.agentSessions?.edges ?? [];
+            for (const e of edges) {
+                if (e.node?.agentId) map.set(e.node.agentId, e.node);
+            }
+        } catch (err) {
+            this.logger.warn(`[PERF] Failed to fetch AgentSession rows for ${date}: ${err}`);
+        }
+        return map;
+    }
+
+    // Render AgentSession seconds in the HH:MM:SS shape the frontend expects
+    // (matches Ozonetel's summary so team-performance.tsx can parseTime() it
+    // without changing the page code).
+    private sessionToTimeBreakdown(session: any): any {
+        const hms = (sec: number | null | undefined): string => {
+            const s = Math.max(0, Math.round(sec ?? 0));
+            const h = Math.floor(s / 3600);
+            const m = Math.floor((s % 3600) / 60);
+            const r = s % 60;
+            return `${h}:${String(m).padStart(2, '0')}:${String(r).padStart(2, '0')}`;
+        };
+        return {
+            totalLoginTime: hms(session.loginDurationS),
+            totalBusyTime: hms(session.busyTimeS),
+            totalIdleTime: hms(session.idleTimeS),
+            totalPauseTime: hms(session.pauseTimeS),
+            totalWrapupTime: hms(session.wrapupTimeS),
+            totalDialTime: hms(session.dialTimeS),
+            avgHandlingTime: hms(session.avgHandlingTimeS),
+        };
+    }
+
+    // --- Barge session management ---
+
+    getBargeSession(agentId: string) {
+        return this.bargeSessions.get(agentId) ?? null;
+    }
+
+    startBargeSession(session: { supervisorId: string; agentId: string; sipNumber: string; mode: 'listen' | 'whisper' | 'barge'; startedAt: string }) {
+        this.bargeSessions.set(session.agentId, session);
+        this.logger.log(`[BARGE] Started: ${session.supervisorId} → ${session.agentId} (${session.mode})`);
+    }
+
+    updateBargeMode(agentId: string, mode: 'listen' | 'whisper' | 'barge') {
+        const session = this.bargeSessions.get(agentId);
+        if (!session) return;
+
+        const previousMode = session.mode;
+        session.mode = mode;
+
+        // Emit SSE to agent — whisper/barge show indicator, listen is silent
+        if (mode === 'whisper' || mode === 'barge') {
+            this.agentStateSubject.next({ agentId, state: `supervisor-${mode}`, timestamp: new Date().toISOString() });
+        } else if (previousMode !== 'listen') {
+            // Switching back to listen from whisper/barge
+            this.agentStateSubject.next({ agentId, state: 'supervisor-left', timestamp: new Date().toISOString() });
+        }
+
+        this.logger.log(`[BARGE] Mode: ${agentId} → ${mode}`);
+    }
+
+    endBargeSession(agentId: string) {
+        const session = this.bargeSessions.get(agentId);
+        if (!session) return;
+
+        this.bargeSessions.delete(agentId);
+        this.agentStateSubject.next({ agentId, state: 'supervisor-left', timestamp: new Date().toISOString() });
+        this.logger.log(`[BARGE] Ended: ${session.supervisorId} → ${agentId}`);
     }
 }

src/telephony-registration.service.ts

@@ -0,0 +1,114 @@
+import { Injectable, Logger, OnModuleInit, OnModuleDestroy } from '@nestjs/common';
+import { ConfigService } from '@nestjs/config';
+import axios from 'axios';
+import { PlatformGraphqlService } from './platform/platform-graphql.service';
+
+// On startup, registers this sidecar with the telephony dispatcher
+// so Ozonetel events are routed to the correct sidecar by agentId.
+//
+// Flow:
+//   1. Load agent list from platform (Agent entities in this workspace)
+//   2. POST /api/supervisor/register to the dispatcher
+//   3. Start heartbeat interval (every 30s)
+//   4. On shutdown, DELETE /api/supervisor/register
+
+const HEARTBEAT_INTERVAL_MS = 30_000;
+
+@Injectable()
+export class TelephonyRegistrationService implements OnModuleInit, OnModuleDestroy {
+    private readonly logger = new Logger(TelephonyRegistrationService.name);
+    private heartbeatTimer: NodeJS.Timeout | null = null;
+
+    constructor(
+        private config: ConfigService,
+        private platform: PlatformGraphqlService,
+    ) {}
+
+    private get dispatcherUrl(): string {
+        return this.config.get<string>('TELEPHONY_DISPATCHER_URL') ?? '';
+    }
+
+    private get sidecarUrl(): string {
+        return this.config.get<string>('TELEPHONY_CALLBACK_URL') ?? '';
+    }
+
+    private get workspace(): string {
+        return process.env.PLATFORM_WORKSPACE_SUBDOMAIN ?? 'unknown';
+    }
+
+    async onModuleInit() {
+        if (!this.dispatcherUrl || !this.sidecarUrl) {
+            this.logger.warn('TELEPHONY_DISPATCHER_URL or TELEPHONY_CALLBACK_URL not set — skipping telephony registration');
+            return;
+        }
+
+        await this.register();
+
+        this.heartbeatTimer = setInterval(async () => {
+            try {
+                await axios.post(`${this.dispatcherUrl}/api/supervisor/heartbeat`, {
+                    sidecarUrl: this.sidecarUrl,
+                }, { timeout: 5000 });
+            } catch (err: any) {
+                this.logger.warn(`Heartbeat failed: ${err.message} — attempting re-registration`);
+                await this.register();
+            }
+        }, HEARTBEAT_INTERVAL_MS);
+    }
+
+    async onModuleDestroy() {
+        if (this.heartbeatTimer) clearInterval(this.heartbeatTimer);
+
+        if (this.dispatcherUrl && this.sidecarUrl) {
+            try {
+                await axios.delete(`${this.dispatcherUrl}/api/supervisor/register`, {
+                    data: { sidecarUrl: this.sidecarUrl },
+                    timeout: 5000,
+                });
+                this.logger.log('Deregistered from telephony dispatcher');
+            } catch {
+                // Best-effort — TTL will clean up anyway
+            }
+        }
+    }
+
+    private async register() {
+        try {
+            const agents = await this.loadAgentIds();
+            if (agents.length === 0) {
+                this.logger.warn('No agents found in workspace — skipping registration');
+                return;
+            }
+
+            await axios.post(`${this.dispatcherUrl}/api/supervisor/register`, {
+                sidecarUrl: this.sidecarUrl,
+                workspace: this.workspace,
+                agents,
+            }, { timeout: 5000 });
+
+            this.logger.log(`Registered with telephony dispatcher: ${agents.length} agents (${agents.join(', ')})`);
+        } catch (err: any) {
+            this.logger.error(`Registration failed: ${err.message}`);
+        }
+    }
+
+    private async loadAgentIds(): Promise<string[]> {
+        try {
+            const apiKey = this.config.get<string>('PLATFORM_API_KEY');
+            if (!apiKey) return [];
+
+            const data = await this.platform.queryWithAuth<any>(
+                `{ agents(first: 50) { edges { node { ozonetelAgentId } } } }`,
+                undefined,
+                `Bearer ${apiKey}`,
+            );
+
+            return (data.agents?.edges ?? [])
+                .map((e: any) => e.node.ozonetelAgentId)
+                .filter((id: string) => id && id !== 'PENDING');
+        } catch (err: any) {
+            this.logger.warn(`Failed to load agents from platform: ${err.message}`);
+            return [];
+        }
+    }
+}

src/widget/widget.module.ts

@@ -1,4 +1,4 @@
-import { Module } from '@nestjs/common';
+import { Module, forwardRef } from '@nestjs/common';
 import { WidgetController } from './widget.controller';
 import { WebhooksController } from './webhooks.controller';
 import { WidgetService } from './widget.service';
@@ -6,12 +6,13 @@ import { WidgetChatService } from './widget-chat.service';
 import { PlatformModule } from '../platform/platform.module';
 import { AuthModule } from '../auth/auth.module';
 import { ConfigThemeModule } from '../config/config-theme.module';
+import { CallerResolutionModule } from '../caller/caller-resolution.module';
 
 // WidgetKeysService lives in ConfigThemeModule now — injected here via the
 // module's exports. This module only owns the widget-facing API endpoints
 // (init / chat / book / lead) plus the NestJS guards that consume the keys.
 @Module({
-    imports: [PlatformModule, AuthModule, ConfigThemeModule],
+    imports: [PlatformModule, AuthModule, ConfigThemeModule, forwardRef(() => CallerResolutionModule)],
     controllers: [WidgetController, WebhooksController],
     providers: [WidgetService, WidgetChatService],
 })

src/widget/widget.service.ts

@@ -4,6 +4,7 @@ import { ConfigService } from '@nestjs/config';
 import type { WidgetInitResponse, WidgetBookRequest, WidgetLeadRequest } from './widget.types';
 import { ThemeService } from '../config/theme.service';
 import { DOCTOR_VISIT_SLOTS_FRAGMENT, normalizeDoctors, type NormalizedDoctor } from '../shared/doctor-utils';
+import { CallerResolutionService } from '../caller/caller-resolution.service';
 
 // Dedup window: any lead created for this phone within the last 24h is
 // considered the same visitor's lead — chat + book + contact by the same
@@ -25,6 +26,7 @@ export class WidgetService {
         private platform: PlatformGraphqlService,
         private theme: ThemeService,
         private config: ConfigService,
+        private caller: CallerResolutionService,
     ) {
         this.apiKey = config.get<string>('platform.apiKey') ?? '';
     }
@@ -37,8 +39,10 @@ export class WidgetService {
         return raw.replace(/[^0-9]/g, '').slice(-10);
     }
 
-    // Shared lead dedup: finds a lead created in the last 24h for the same
+    // Shared lead dedup. Resolves via CallerResolutionService; when isNew
-    // phone, or creates a new one. Public so WidgetChatService can reuse it.
+    // (no prior Lead/Patient), we have a name here (widget form field),
+    // so we create both records inline. When an existing record is
+    // returned we update it with the latest channel + name.
     async findOrCreateLeadByPhone(
         name: string,
         rawPhone: string,
@@ -47,35 +51,32 @@ export class WidgetService {
         const phone = this.normalizePhone(rawPhone);
         if (!phone) throw new Error('Invalid phone number');
 
-        const since = new Date(Date.now() - LEAD_DEDUP_WINDOW_MS).toISOString();
+        const resolved = await this.caller.resolve(phone, this.auth);
-
+        const firstName = name.split(' ')[0] || name || 'Unknown';
-        try {
-            const existing = await this.platform.queryWithAuth<any>(
-                `query($phone: String!, $since: DateTime!) {
-                    leads(
-                        first: 1,
-                        filter: {
-                            contactPhone: { primaryPhoneNumber: { like: $phone } },
-                            createdAt: { gte: $since }
-                        },
-                        orderBy: [{ createdAt: DescNullsLast }]
-                    ) { edges { node { id createdAt } } }
-                }`,
-                { phone: `%${phone}`, since },
-                this.auth,
-            );
-            const match = existing?.leads?.edges?.[0]?.node;
-            if (match?.id) {
-                this.logger.log(`Lead dedup: reusing ${match.id} for phone ${phone}`);
-                return match.id as string;
-            }
-        } catch (err) {
-            this.logger.warn(`Lead dedup lookup failed, falling through to create: ${err}`);
-        }
-
-        const firstName = name.split(' ')[0] || name;
         const lastName = name.split(' ').slice(1).join(' ') || '';
 
+        if (resolved.isNew) {
+            // Net-new visitor — create Patient + Lead with the widget-
+            // collected name. Both records get the real name from the
+            // first moment they exist.
+            let patientId: string | undefined;
+            try {
+                const p = await this.platform.queryWithAuth<any>(
+                    `mutation($data: PatientCreateInput!) { createPatient(data: $data) { id } }`,
+                    {
+                        data: {
+                            name: `${firstName} ${lastName}`.trim() || 'Unknown',
+                            fullName: { firstName, lastName },
+                            phones: { primaryPhoneNumber: `+91${phone}` },
+                            patientType: 'NEW',
+                        },
+                    },
+                    this.auth,
+                );
+                patientId = p?.createPatient?.id;
+            } catch (err) {
+                this.logger.warn(`Widget patient create failed (${phone}): ${err}`);
+            }
             const created = await this.platform.queryWithAuth<any>(
                 `mutation($data: LeadCreateInput!) { createLead(data: $data) { id } }`,
                 {
@@ -86,14 +87,50 @@ export class WidgetService {
                         source: opts.source ?? 'WEBSITE',
                         status: opts.status ?? 'NEW',
                         interestedService: opts.interestedService ?? 'Website Enquiry',
+                        ...(patientId ? { patientId } : {}),
                     },
                 },
                 this.auth,
             );
-        const id = created?.createLead?.id;
+            const leadId = created?.createLead?.id;
-        if (!id) throw new Error('Lead creation returned no id');
+            if (!leadId) throw new Error('Lead creation returned no id');
-        this.logger.log(`Lead dedup: created ${id} for ${name} (${phone})`);
+            this.logger.log(`Widget lead created: ${leadId} (patient ${patientId ?? 'none'}) for ${name} (${phone})`);
-        return id as string;
+            return leadId;
+        }
+
+        // Existing Lead found — update with widget-supplied details.
+        const leadId = resolved.leadId;
+        try {
+            await this.platform.queryWithAuth<any>(
+                `mutation($id: UUID!, $data: LeadUpdateInput!) { updateLead(id: $id, data: $data) { id } }`,
+                {
+                    id: leadId,
+                    data: {
+                        name,
+                        contactName: { firstName, lastName },
+                        source: opts.source ?? 'WEBSITE',
+                        status: opts.status ?? 'NEW',
+                        interestedService: opts.interestedService ?? 'Website Enquiry',
+                    },
+                },
+                this.auth,
+            );
+        } catch (err) {
+            this.logger.warn(`Lead update after resolve failed (lead=${leadId}): ${err}`);
+        }
+        if (resolved.patientId) {
+            try {
+                await this.platform.queryWithAuth<any>(
+                    `mutation($id: UUID!, $data: PatientUpdateInput!) { updatePatient(id: $id, data: $data) { id } }`,
+                    { id: resolved.patientId, data: { fullName: { firstName, lastName } } },
+                    this.auth,
+                );
+            } catch (err) {
+                this.logger.warn(`Patient rename after resolve failed (patient=${resolved.patientId}): ${err}`);
+            }
+        }
+        this.logger.log(`Widget lead updated: ${leadId} (patient ${resolved.patientId}) for ${name} (${phone})`);
+        return leadId;
     }
 
     // Upgrade a lead's status — used when an existing lead is promoted from
@@ -183,6 +220,7 @@ export class WidgetService {
             const created = await this.platform.queryWithAuth<any>(
                 `mutation($data: PatientCreateInput!) { createPatient(data: $data) { id } }`,
                 { data: {
+                    name: req.patientName.trim() || 'Unknown',
                     fullName: { firstName, lastName },
                     phones: { primaryPhoneNumber: `+91${phone}` },
                     patientType: 'NEW',
@@ -196,6 +234,7 @@ export class WidgetService {
         const appt = await this.platform.queryWithAuth<any>(
             `mutation($data: AppointmentCreateInput!) { createAppointment(data: $data) { id } }`,
             { data: {
+                name: `${req.patientName.trim() || 'Patient'} — ${new Date(req.scheduledAt).toISOString().slice(0, 10)}`,
                 scheduledAt: req.scheduledAt,
                 durationMin: 30,
                 appointmentType: 'CONSULTATION',
@@ -204,6 +243,7 @@ export class WidgetService {
                 department: req.departmentId,
                 reasonForVisit: req.chiefComplaint ?? '',
                 patientId,
+                ...(req.clinicId ? { clinicId: req.clinicId } : {}),
             } },
             this.auth,
         );

src/widget/widget.types.ts

@@ -15,6 +15,7 @@ export type WidgetInitResponse = {
 export type WidgetBookRequest = {
     departmentId: string;
     doctorId: string;
+    clinicId?: string;
     scheduledAt: string;
     patientName: string;
     patientPhone: string;

src/worklist/missed-call-webhook.controller.ts

@@ -1,5 +1,8 @@
-import { Controller, Post, Body, Headers, Logger } from '@nestjs/common';
+import { Controller, Post, Body, Headers, Logger, Inject, forwardRef } from '@nestjs/common';
 import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+import { AgentLookupService } from '../platform/agent-lookup.service';
+import { CallerResolutionService } from '../caller/caller-resolution.service';
+import { SupervisorService } from '../supervisor/supervisor.service';
 import { ConfigService } from '@nestjs/config';
 
 // Ozonetel sends all timestamps in IST — convert to UTC for storage
@@ -20,6 +23,9 @@ export class MissedCallWebhookController {
     constructor(
         private readonly platform: PlatformGraphqlService,
         private readonly config: ConfigService,
+        private readonly caller: CallerResolutionService,
+        private readonly agentLookup: AgentLookupService,
+        @Inject(forwardRef(() => SupervisorService)) private readonly supervisor: SupervisorService,
     ) {
         this.apiKey = config.get<string>('platform.apiKey') ?? '';
     }
@@ -53,9 +59,17 @@ export class MissedCallWebhookController {
             return { received: true, processed: false };
         }
 
+        // Skip outbound calls — an unanswered outbound dial is NOT a
+        // "missed call" in the call-center sense. Outbound call records
+        // are created by the disposition flow, not the webhook.
+        if (type === 'Manual' || type === 'OutBound') {
+            this.logger.log(`Skipping outbound call webhook (type=${type}, status=${status})`);
+            return { received: true, processed: false, reason: 'outbound' };
+        }
+
         // Determine call status for our platform
         const callStatus = status === 'Answered' ? 'COMPLETED' : 'MISSED';
-        const direction = type === 'InBound' ? 'INBOUND' : 'OUTBOUND';
+        const direction = 'INBOUND'; // only inbound reaches here now
 
         // Use API key auth for server-to-server writes
         const authHeader = this.apiKey ? `Bearer ${this.apiKey}` : '';
@@ -65,7 +79,38 @@ export class MissedCallWebhookController {
         }
 
         try {
-            // Step 1: Create call record
+            // Step 1: Resolve caller. CallerResolutionService looks up BOTH
+            // leads and patients — for an existing patient with no lead yet
+            // it creates the lead on the fly and returns the name. This is
+            // the single source of truth for caller identity across webhook,
+            // polling, and agent-initiated paths.
+            let resolved: { leadId: string; leadName: string | null; patientId: string } = {
+                leadId: '',
+                leadName: null,
+                patientId: '',
+            };
+            try {
+                const r = await this.caller.resolve(callerPhone, authHeader);
+                const fullName = `${r.firstName} ${r.lastName}`.trim();
+                resolved = {
+                    leadId: r.leadId,
+                    // Resolver returns isNew when no Lead/Patient exists for
+                    // this phone. We do NOT auto-create records from the
+                    // webhook — agents don't have a name to attach, so we
+                    // persist the phone as leadName (honest snapshot). The
+                    // first agent action (enquiry, appointment) will create
+                    // real Lead+Patient records and retroactive identity
+                    // isn't a data-layer concern.
+                    leadName: r.isNew ? `+91${callerPhone}` : (fullName || null),
+                    patientId: r.patientId,
+                };
+                this.logger.log(`[WEBHOOK] Resolved ${callerPhone} → lead=${resolved.leadId || 'none'} name=${resolved.leadName ?? 'unresolved'} isNew=${r.isNew}`);
+            } catch (err) {
+                this.logger.warn(`[WEBHOOK] Caller resolution failed for ${callerPhone}: ${err}`);
+            }
+
+            // Step 2: Create call record with leadId + leadName baked in so
+            // the worklist row renders the patient name immediately.
             const callId = await this.createCall({
                 callerPhone,
                 direction,
@@ -77,25 +122,30 @@ export class MissedCallWebhookController {
                 recordingUrl,
                 disposition,
                 ucid,
+                leadId: resolved.leadId || null,
+                leadName: resolved.leadName,
             }, authHeader);
 
-            this.logger.log(`Created call record: ${callId} (${callStatus})`);
+            this.logger.log(`Created call record: ${callId} (${callStatus})${resolved.leadName ? ` linked to ${resolved.leadName}` : ''}`);
 
-            // Step 2: Find matching lead by phone number
+            // Push worklist SSE so agents see new calls instantly
-            const lead = await this.findLeadByPhone(callerPhone, authHeader);
+            // instead of waiting for the 30s frontend poll.
+            this.supervisor.emitWorklistUpdate({
+                type: callStatus === 'MISSED' ? 'missed-call' : 'inbound-call',
+                callerPhone: callerPhone,
+                callerName: resolved.leadName ?? undefined,
+                callId,
+            });
 
-            if (lead) {
+            // Step 3: Lead-side side-effects (activity log + contact stats)
-                // Step 3: Link call to lead
+            if (resolved.leadId) {
-                await this.updateCall(callId, { leadId: lead.id }, authHeader);
-
-                // Step 4: Create lead activity
                 const summary = callStatus === 'MISSED'
                     ? `Missed inbound call from ${callerPhone} (${duration}s, ${hangupBy ?? 'unknown'})`
                     : `Inbound call from ${callerPhone} — ${duration}s, ${disposition || 'no disposition'}`;
 
                 await this.createLeadActivity({
-                    leadId: lead.id,
+                    leadId: resolved.leadId,
-                    activityType: callStatus === 'MISSED' ? 'CALL_RECEIVED' : 'CALL_RECEIVED',
+                    activityType: 'CALL_RECEIVED',
                     summary,
                     channel: 'PHONE',
                     performedBy: agentName ?? 'System',
@@ -103,18 +153,16 @@ export class MissedCallWebhookController {
                     outcome: callStatus === 'MISSED' ? 'NO_ANSWER' : 'SUCCESSFUL',
                 }, authHeader);
 
-                // Step 5: Update lead contact timestamps
+                // Bump contact timestamps. Read current contactAttempts first
-                await this.updateLead(lead.id, {
+                // (kept local rather than extending resolve() signature).
+                const leadMeta = await this.findLeadByPhone(callerPhone, authHeader);
+                await this.updateLead(resolved.leadId, {
                     lastContacted: startTime ? new Date(startTime).toISOString() : new Date().toISOString(),
-                    contactAttempts: (lead.contactAttempts ?? 0) + 1,
+                    contactAttempts: ((leadMeta?.contactAttempts) ?? 0) + 1,
                 }, authHeader);
-
-                this.logger.log(`Linked call to lead ${lead.id} (${lead.name}), activity created`);
-            } else {
-                this.logger.log(`No matching lead for ${callerPhone} — call record created without lead link`);
             }
 
-            return { received: true, processed: true, callId, leadId: lead?.id ?? null };
+            return { received: true, processed: true, callId, leadId: resolved.leadId || null };
         } catch (err: any) {
             const responseData = err?.response?.data ? JSON.stringify(err.response.data) : '';
             this.logger.error(`Webhook processing failed: ${err.message} ${responseData}`);
@@ -133,6 +181,8 @@ export class MissedCallWebhookController {
         recordingUrl: string | null;
         disposition: string | null;
         ucid: string | null;
+        leadId?: string | null;
+        leadName?: string | null;
     }, authHeader: string): Promise<string> {
         const callData: Record<string, any> = {
             name: `${data.direction === 'INBOUND' ? 'Inbound' : 'Outbound'} — ${data.callerPhone}`,
@@ -145,15 +195,40 @@ export class MissedCallWebhookController {
             durationSec: data.duration,
             disposition: this.mapDisposition(data.disposition),
         };
+        // Persist UCID so the 30-min CDR enrichment cron and historical
+        // backfill can pair this row to a CDR record and fill in the
+        // authoritative agent relation.
+        if (data.ucid) callData.ucid = data.ucid;
+        if (data.leadId) callData.leadId = data.leadId;
+        if (data.leadName) callData.leadName = data.leadName;
         // Set callback tracking fields for missed calls so they appear in the worklist
         if (data.callStatus === 'MISSED') {
-            callData.callbackstatus = 'PENDING_CALLBACK';
+            callData.callbackStatus = 'PENDING_CALLBACK';
-            callData.missedcallcount = 1;
+            callData.missedCallCount = 1;
         }
         if (data.recordingUrl) {
             callData.recording = { primaryLinkUrl: data.recordingUrl, primaryLinkLabel: 'Recording' };
         }
 
+        // Resolve agent relation at write-time so the supervisor dashboard
+        // can bucket the row immediately. Ozonetel sends transferred calls
+        // with a chain-style AgentName like "RamaiahAdmin -> GlobalHealthX" —
+        // the final handler is the last segment, so split on " -> " and
+        // resolve that. Try both ozonetelAgentId (lowercase unique) and
+        // ozonetelDisplayName (mixed-case human label) since Ozonetel mixes
+        // formats across webhook payloads. Leaves agentId null on miss so
+        // the cdr-enrichment cron can still attempt a match by UCID later.
+        if (data.agentName) {
+            const segments = data.agentName.split('->').map((s) => s.trim()).filter(Boolean);
+            const finalHandler = segments[segments.length - 1];
+            if (finalHandler) {
+                const uuid =
+                    (await this.agentLookup.resolveByOzonetelId(finalHandler)) ??
+                    (await this.agentLookup.resolveByDisplayName(finalHandler));
+                if (uuid) callData.agentId = uuid;
+            }
+        }
+
         const result = await this.platform.queryWithAuth<any>(
             `mutation($data: CallCreateInput!) { createCall(data: $data) { id } }`,
             { data: callData },
@@ -234,8 +309,9 @@ export class MissedCallWebhookController {
             'General Enquiry': 'INFO_PROVIDED',
             'Appointment Booked': 'APPOINTMENT_BOOKED',
             'Follow Up': 'FOLLOW_UP_SCHEDULED',
-            'Not Interested': 'CALLBACK_REQUESTED',
+            'Not Interested': 'NOT_INTERESTED',
             'Wrong Number': 'WRONG_NUMBER',
+            'No Answer': 'NO_ANSWER',
         };
         return map[disposition] ?? null;
     }

src/worklist/missed-call-webhook.spec.ts

@@ -11,6 +11,8 @@ import { Test } from '@nestjs/testing';
 import { ConfigService } from '@nestjs/config';
 import { MissedCallWebhookController } from './missed-call-webhook.controller';
 import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+import { AgentLookupService } from '../platform/agent-lookup.service';
+import { CallerResolutionService } from '../caller/caller-resolution.service';
 import {
     WEBHOOK_INBOUND_ANSWERED,
     WEBHOOK_INBOUND_MISSED,
@@ -48,11 +50,28 @@ describe('MissedCallWebhookController', () => {
             }),
         };
 
+        const mockCaller = {
+            resolve: jest.fn().mockResolvedValue({
+                leadId: '',
+                firstName: '',
+                lastName: '',
+                patientId: '',
+                isNew: true,
+            }),
+        };
+
+        const mockAgentLookup = {
+            resolveByOzonetelId: jest.fn().mockResolvedValue(null),
+            resolveByDisplayName: jest.fn().mockResolvedValue(null),
+        };
+
         const module = await Test.createTestingModule({
             controllers: [MissedCallWebhookController],
             providers: [
                 { provide: PlatformGraphqlService, useValue: mockPlatformGql },
                 { provide: ConfigService, useValue: mockConfig },
+                { provide: CallerResolutionService, useValue: mockCaller },
+                { provide: AgentLookupService, useValue: mockAgentLookup },
             ],
         }).compile();
 

src/worklist/missed-queue.service.ts

@@ -2,6 +2,8 @@ import { Injectable, Logger, OnModuleInit } from '@nestjs/common';
 import { ConfigService } from '@nestjs/config';
 import { PlatformGraphqlService } from '../platform/platform-graphql.service';
 import { OzonetelAgentService } from '../ozonetel/ozonetel-agent.service';
+import { TelephonyConfigService } from '../config/telephony-config.service';
+import { CallerResolutionService } from '../caller/caller-resolution.service';
 
 // Ozonetel sends all timestamps in IST — convert to UTC for storage
 export function istToUtc(istDateStr: string | null): string | null {
@@ -33,10 +35,17 @@ export class MissedQueueService implements OnModuleInit {
         private readonly config: ConfigService,
         private readonly platform: PlatformGraphqlService,
         private readonly ozonetel: OzonetelAgentService,
+        private readonly telephony: TelephonyConfigService,
+        private readonly caller: CallerResolutionService,
     ) {
         this.pollIntervalMs = this.config.get<number>('missedQueue.pollIntervalMs', 30000);
     }
 
+    // Read-through so admin config changes take effect without restart
+    private get ownCampaign(): string {
+        return this.telephony.getConfig().ozonetel.campaignName ?? '';
+    }
+
     onModuleInit() {
         this.logger.log(`Starting missed call ingestion polling every ${this.pollIntervalMs}ms`);
         setInterval(() => this.ingest().catch(err => this.logger.error('Ingestion failed', err)), this.pollIntervalMs);
@@ -61,7 +70,17 @@ export class MissedQueueService implements OnModuleInit {
 
         if (!abandonCalls?.length) return { created: 0, updated: 0 };
 
-        for (const call of abandonCalls) {
+        // Filter to this sidecar's campaign only — the Ozonetel API
+        // returns ALL abandoned calls across the account.
+        const filtered = this.ownCampaign
+            ? abandonCalls.filter((c: any) => c.campaign === this.ownCampaign)
+            : abandonCalls;
+
+        if (filtered.length < abandonCalls.length) {
+            this.logger.log(`Filtered ${abandonCalls.length - filtered.length} calls from other campaigns (own=${this.ownCampaign})`);
+        }
+
+        for (const call of filtered) {
             const ucid = call.monitorUCID;
             if (!ucid || this.processedUcids.has(ucid)) continue;
             this.processedUcids.add(ucid);
@@ -73,43 +92,46 @@ export class MissedQueueService implements OnModuleInit {
             const callTime = istToUtc(call.callTime) ?? new Date().toISOString();
 
             try {
-                // Look up lead by phone number — strip +91 prefix for flexible matching
+                // Resolve caller via the shared service — covers the case
-                const phoneDigits = phone.replace(/^\+91/, '');
+                // where there's an existing patient but no lead yet (the
+                // service creates the lead on the fly and returns the name).
+                // Same source of truth as the webhook path.
                 let leadId: string | null = null;
                 let leadName: string | null = null;
                 try {
-                    const leadResult = await this.platform.query<any>(
+                    const apiKey = this.config.get<string>('platform.apiKey') ?? '';
-                        `{ leads(first: 1, filter: {
+                    const auth = apiKey ? `Bearer ${apiKey}` : '';
-                            contactPhone: { primaryPhoneNumber: { like: "%${phoneDigits}" } }
+                    const r = await this.caller.resolve(phone, auth);
-                        }) { edges { node { id contactName { firstName lastName } patientId } } } }`,
+                    if (r.isNew) {
-                    );
+                        // No existing Lead/Patient — write phone as leadName.
-                    const matchedLead = leadResult?.leads?.edges?.[0]?.node;
+                        // Record creation is deferred to the first agent
-                    if (matchedLead) {
+                        // action (enquiry / appointment).
-                        leadId = matchedLead.id;
+                        leadName = phone;
-                        const fn = matchedLead.contactName?.firstName ?? '';
+                    } else if (r.leadId) {
-                        const ln = matchedLead.contactName?.lastName ?? '';
+                        leadId = r.leadId;
-                        leadName = `${fn} ${ln}`.trim() || null;
+                        const fullName = `${r.firstName} ${r.lastName}`.trim();
-                        this.logger.log(`Matched missed call ${phone} → lead ${leadId} (${leadName})`);
+                        leadName = fullName || null;
+                        this.logger.log(`Matched missed call ${phone} → lead ${leadId} (${leadName ?? 'no name'})`);
                     }
                 } catch (err) {
-                    this.logger.warn(`Lead lookup failed for ${phone}: ${err}`);
+                    this.logger.warn(`Caller resolution failed for ${phone}: ${err}`);
                 }
 
                 const existing = await this.platform.query<any>(
                     `{ calls(first: 1, filter: {
-                        callbackstatus: { eq: PENDING_CALLBACK },
+                        callbackStatus: { eq: PENDING_CALLBACK },
                         callerNumber: { primaryPhoneNumber: { eq: "${phone}" } }
-                    }) { edges { node { id missedcallcount } } } }`,
+                    }) { edges { node { id missedCallCount } } } }`,
                 );
 
                 const existingNode = existing?.calls?.edges?.[0]?.node;
 
                 if (existingNode) {
-                    const newCount = (existingNode.missedcallcount || 1) + 1;
+                    const newCount = (existingNode.missedCallCount || 1) + 1;
                     const updateParts = [
-                        `missedcallcount: ${newCount}`,
+                        `missedCallCount: ${newCount}`,
                         `startedAt: "${callTime}"`,
-                        `callsourcenumber: "${did}"`,
+                        `callSourceNumber: "${did}"`,
                     ];
                     if (leadId) updateParts.push(`leadId: "${leadId}"`);
                     if (leadName) updateParts.push(`leadName: "${leadName}"`);
@@ -120,12 +142,13 @@ export class MissedQueueService implements OnModuleInit {
                     this.logger.log(`Dedup missed call ${phone}: count now ${newCount}${leadName ? ` (${leadName})` : ''}`);
                 } else {
                     const dataParts = [
+                        `name: "Missed — ${phone}"`,
                         `callStatus: MISSED`,
                         `direction: INBOUND`,
                         `callerNumber: { primaryPhoneNumber: "${phone}", primaryPhoneCallingCode: "+91" }`,
-                        `callsourcenumber: "${did}"`,
+                        `callSourceNumber: "${did}"`,
-                        `callbackstatus: PENDING_CALLBACK`,
+                        `callbackStatus: PENDING_CALLBACK`,
-                        `missedcallcount: 1`,
+                        `missedCallCount: 1`,
                         `startedAt: "${callTime}"`,
                     ];
                     if (leadId) dataParts.push(`leadId: "${leadId}"`);
@@ -160,12 +183,12 @@ export class MissedQueueService implements OnModuleInit {
             // Find oldest unassigned PENDING_CALLBACK call (empty agentName)
             let result = await this.platform.query<any>(
                 `{ calls(first: 1, filter: {
-                    callbackstatus: { eq: PENDING_CALLBACK },
+                    callbackStatus: { eq: PENDING_CALLBACK },
                     agentName: { eq: "" }
                 }, orderBy: [{ startedAt: AscNullsLast }]) {
                     edges { node {
                         id callerNumber { primaryPhoneNumber }
-                        startedAt callsourcenumber missedcallcount
+                        startedAt callSourceNumber missedCallCount
                     } }
                 } }`,
             );
@@ -176,12 +199,12 @@ export class MissedQueueService implements OnModuleInit {
             if (!call) {
                 result = await this.platform.query<any>(
                     `{ calls(first: 1, filter: {
-                        callbackstatus: { eq: PENDING_CALLBACK },
+                        callbackStatus: { eq: PENDING_CALLBACK },
                         agentName: { is: NULL }
                     }, orderBy: [{ startedAt: AscNullsLast }]) {
                         edges { node {
                             id callerNumber { primaryPhoneNumber }
-                            startedAt callsourcenumber missedcallcount
+                            startedAt callSourceNumber missedCallCount
                         } }
                     } }`,
                 );
@@ -209,13 +232,13 @@ export class MissedQueueService implements OnModuleInit {
             throw new Error(`Invalid status: ${status}. Must be one of: ${validStatuses.join(', ')}`);
         }
 
-        const dataParts: string[] = [`callbackstatus: ${status}`];
+        const dataParts: string[] = [`callbackStatus: ${status}`];
         if (status === 'CALLBACK_ATTEMPTED') {
-            dataParts.push(`callbackattemptedat: "${new Date().toISOString()}"`);
+            dataParts.push(`callbackAttemptedAt: "${new Date().toISOString()}"`);
         }
 
         return this.platform.queryWithAuth<any>(
-            `mutation { updateCall(id: "${callId}", data: { ${dataParts.join(', ')} }) { id callbackstatus callbackattemptedat } }`,
+            `mutation { updateCall(id: "${callId}", data: { ${dataParts.join(', ')} }) { id callbackStatus callbackAttemptedAt } }`,
             undefined,
             authHeader,
         );
@@ -230,12 +253,12 @@ export class MissedQueueService implements OnModuleInit {
         const fields = `id name createdAt direction callStatus agentName
             callerNumber { primaryPhoneNumber }
             startedAt endedAt durationSec disposition leadId
-            callbackstatus callsourcenumber missedcallcount callbackattemptedat`;
+            callbackStatus callSourceNumber missedCallCount callbackAttemptedAt`;
 
         const buildQuery = (status: string) => `{ calls(first: 50, filter: {
             agentName: { eq: "${agentName}" },
             callStatus: { eq: MISSED },
-            callbackstatus: { eq: ${status} }
+            callbackStatus: { eq: ${status} }
         }, orderBy: [{ startedAt: AscNullsLast }]) { edges { node { ${fields} } } } }`;
 
         try {

src/worklist/missed-queue.spec.ts

@@ -15,6 +15,7 @@ import { ConfigService } from '@nestjs/config';
 import { MissedQueueService, istToUtc, normalizePhone } from './missed-queue.service';
 import { PlatformGraphqlService } from '../platform/platform-graphql.service';
 import { OzonetelAgentService } from '../ozonetel/ozonetel-agent.service';
+import { TelephonyConfigService } from '../config/telephony-config.service';
 import { ABANDON_CALL_RECORD } from '../__fixtures__/ozonetel-payloads';
 
 describe('MissedQueueService', () => {
@@ -57,6 +58,16 @@ describe('MissedQueueService', () => {
                         getAbandonCalls: jest.fn().mockResolvedValue([ABANDON_CALL_RECORD]),
                     },
                 },
+                {
+                    provide: TelephonyConfigService,
+                    useValue: {
+                        getConfig: () => ({
+                            ozonetel: { campaignName: 'Inbound_918041763400', agentId: '', agentPassword: '', did: '918041763400', sipId: '' },
+                            sip: { domain: 'test', wsPort: '444' },
+                            exotel: { apiKey: '', accountSid: '', subdomain: '' },
+                        }),
+                    },
+                },
             ],
         }).compile();
 

src/worklist/worklist.module.ts

@@ -3,6 +3,9 @@ import { PlatformModule } from '../platform/platform.module';
 import { OzonetelAgentModule } from '../ozonetel/ozonetel-agent.module';
 import { AuthModule } from '../auth/auth.module';
 import { RulesEngineModule } from '../rules-engine/rules-engine.module';
+import { CallerResolutionModule } from '../caller/caller-resolution.module';
+import { SupervisorModule } from '../supervisor/supervisor.module';
+import { TelephonyConfigService } from '../config/telephony-config.service';
 import { WorklistController } from './worklist.controller';
 import { WorklistService } from './worklist.service';
 import { MissedQueueService } from './missed-queue.service';
@@ -10,9 +13,9 @@ import { MissedCallWebhookController } from './missed-call-webhook.controller';
 import { KookooCallbackController } from './kookoo-callback.controller';
 
 @Module({
-    imports: [PlatformModule, forwardRef(() => OzonetelAgentModule), forwardRef(() => AuthModule), RulesEngineModule],
+    imports: [PlatformModule, forwardRef(() => OzonetelAgentModule), forwardRef(() => AuthModule), RulesEngineModule, forwardRef(() => CallerResolutionModule), forwardRef(() => SupervisorModule)],
     controllers: [WorklistController, MissedCallWebhookController, KookooCallbackController],
-    providers: [WorklistService, MissedQueueService],
+    providers: [WorklistService, MissedQueueService, TelephonyConfigService],
     exports: [MissedQueueService],
 })
 export class WorklistModule {}

src/worklist/worklist.service.ts

@@ -1,4 +1,5 @@
 import { Injectable, Logger } from '@nestjs/common';
+import { ConfigService } from '@nestjs/config';
 import { PlatformGraphqlService } from '../platform/platform-graphql.service';
 import { WorklistConsumer } from '../rules-engine/consumers/worklist.consumer';
 
@@ -16,8 +17,49 @@ export class WorklistService {
     constructor(
         private readonly platform: PlatformGraphqlService,
         private readonly worklistConsumer: WorklistConsumer,
+        private readonly config: ConfigService,
     ) {}
 
+    private get pageSize(): number {
+        return this.config.get<number>('worklist.pageSize', 50);
+    }
+
+    private get maxPages(): number {
+        return this.config.get<number>('worklist.maxPages', 10);
+    }
+
+    // Paginate a Relay connection query. Caller provides a function that
+    // builds the query for a given cursor ('' on first page). Stops when
+    // the platform reports no more pages OR the safety ceiling hits.
+    private async fetchAllPages<T>(
+        buildQuery: (cursorClause: string) => string,
+        connectionKey: string,
+        authHeader: string,
+    ): Promise<T[]> {
+        const all: T[] = [];
+        let cursor = '';
+        for (let page = 0; page < this.maxPages; page++) {
+            const cursorClause = cursor ? `, after: "${cursor}"` : '';
+            try {
+                const data = await this.platform.queryWithAuth<any>(
+                    buildQuery(cursorClause),
+                    undefined,
+                    authHeader,
+                );
+                const conn = data?.[connectionKey];
+                if (!conn) break;
+                all.push(...(conn.edges?.map((e: any) => e.node) ?? []));
+                if (!conn.pageInfo?.hasNextPage) break;
+                cursor = conn.pageInfo.endCursor ?? '';
+                if (!cursor) break;
+            } catch (err) {
+                this.logger.warn(`[WORKLIST] ${connectionKey} page ${page} failed: ${err}`);
+                break;
+            }
+        }
+        return all;
+    }
+
     async getWorklist(agentName: string, authHeader: string): Promise<WorklistResponse> {
         const [rawMissedCalls, rawFollowUps, rawMarketingLeads] = await Promise.all([
             this.getMissedCalls(agentName, authHeader),
@@ -49,9 +91,8 @@ export class WorklistService {
     }
 
     private async getAssignedLeads(agentName: string, authHeader: string): Promise<any[]> {
-        try {
+        return this.fetchAllPages<any>(
-            const data = await this.platform.queryWithAuth<any>(
+            (cursor) => `{ leads(first: ${this.pageSize}${cursor}, filter: { assignedAgent: { eq: "${agentName}" } }, orderBy: [{ createdAt: AscNullsLast }]) { edges { node {
-                `{ leads(first: 20, filter: { assignedAgent: { eq: "${agentName}" } }, orderBy: [{ createdAt: AscNullsLast }]) { edges { node {
                 id createdAt
                 contactName { firstName lastName }
                 contactPhone { primaryPhoneNumber }
@@ -60,58 +101,86 @@ export class WorklistService {
                 assignedAgent campaignId
                 contactAttempts spamScore isSpam
                 aiSummary aiSuggestedAction
-                } } } }`,
+                patientId
-                undefined,
+            } } pageInfo { hasNextPage endCursor } } }`,
+            'leads',
             authHeader,
         );
-            return data.leads.edges.map((e: any) => e.node);
-        } catch (err) {
-            this.logger.warn(`Failed to fetch assigned leads: ${err}`);
-            return [];
-        }
     }
 
     private async getPendingFollowUps(agentName: string, authHeader: string): Promise<any[]> {
-        try {
+        const raw = await this.fetchAllPages<any>(
-            const data = await this.platform.queryWithAuth<any>(
+            (cursor) => `{ followUps(first: ${this.pageSize}${cursor}, filter: { assignedAgent: { eq: "${agentName}" } }) { edges { node {
-                `{ followUps(first: 20, filter: { assignedAgent: { eq: "${agentName}" } }) { edges { node {
                 id name createdAt
                 typeCustom status scheduledAt completedAt
                 priority assignedAgent
                 patientId
+            } } pageInfo { hasNextPage endCursor } } }`,
+            'followUps',
+            authHeader,
+        );
+        // Filter to PENDING/OVERDUE client-side since platform may not support in-filter on remapped fields
+        const followUps = raw.filter((f: any) => f.status === 'PENDING' || f.status === 'OVERDUE');
+        try {
+
+            // Enrich with patient name/phone so the worklist can render them.
+            // FollowUp stores only patientId — the name in fu.name is free-form
+            // and phone isn't stored at all, so one patient fetch fills both.
+            const patientIds: string[] = Array.from(
+                new Set(followUps.map((f: any) => f.patientId).filter((id: any): id is string => typeof id === 'string' && id.length > 0)),
+            );
+            if (patientIds.length > 0) {
+                try {
+                    const idsGql = patientIds.map((id) => `"${id}"`).join(',');
+                    const patientsData = await this.platform.queryWithAuth<any>(
+                        `{ patients(first: ${patientIds.length}, filter: { id: { in: [${idsGql}] } }) { edges { node {
+                            id fullName { firstName lastName } phones { primaryPhoneNumber }
                         } } } }`,
                         undefined,
                         authHeader,
                     );
-            // Filter to PENDING/OVERDUE client-side since platform may not support in-filter on remapped fields
+                    const patientMap = new Map<string, { name: string; phone: string }>();
-            return data.followUps.edges
+                    for (const edge of patientsData.patients.edges) {
-                .map((e: any) => e.node)
+                        const p = edge.node;
-                .filter((f: any) => f.status === 'PENDING' || f.status === 'OVERDUE');
+                        const name = [p.fullName?.firstName, p.fullName?.lastName].filter(Boolean).join(' ').trim();
+                        const phone = p.phones?.primaryPhoneNumber ?? '';
+                        patientMap.set(p.id, { name, phone });
+                    }
+                    for (const fu of followUps) {
+                        if (fu.patientId && patientMap.has(fu.patientId)) {
+                            const p = patientMap.get(fu.patientId)!;
+                            fu.patientName = p.name;
+                            fu.patientPhone = p.phone;
+                        }
+                    }
+                } catch (err) {
+                    this.logger.warn(`Failed to enrich follow-ups with patient data: ${err}`);
+                }
+            }
+
+            return followUps;
         } catch (err) {
             this.logger.warn(`Failed to fetch follow-ups: ${err}`);
             return [];
         }
     }
 
-    private async getMissedCalls(agentName: string, authHeader: string): Promise<any[]> {
+    private async getMissedCalls(_agentName: string, authHeader: string): Promise<any[]> {
-        try {
+        // FIFO ordering (AscNullsLast) — oldest first. No agentName filter —
-            // FIFO ordering (AscNullsLast) — oldest first. No agentName filter — missed calls are a shared queue.
+        // missed calls are a shared queue. Paginated via WORKLIST_PAGE_SIZE
-            const data = await this.platform.queryWithAuth<any>(
+        // × WORKLIST_MAX_PAGES ceiling.
-                `{ calls(first: 20, filter: { callStatus: { eq: MISSED }, callbackstatus: { in: [PENDING_CALLBACK, CALLBACK_ATTEMPTED] } }, orderBy: [{ startedAt: AscNullsLast }]) { edges { node {
+        return this.fetchAllPages<any>(
+            (cursor) => `{ calls(first: ${this.pageSize}${cursor}, filter: { callStatus: { eq: MISSED }, callbackStatus: { in: [PENDING_CALLBACK, CALLBACK_ATTEMPTED] } }, orderBy: [{ startedAt: AscNullsLast }]) { edges { node {
                 id name createdAt
                 direction callStatus agentName
                 callerNumber { primaryPhoneNumber }
                 startedAt endedAt durationSec
-                    disposition leadId
+                disposition leadId leadName
-                    callbackstatus callsourcenumber missedcallcount callbackattemptedat
+                callbackStatus callSourceNumber missedCallCount callbackAttemptedAt
-                } } } }`,
+                campaign { id campaignName }
-                undefined,
+            } } pageInfo { hasNextPage endCursor } } }`,
+            'calls',
             authHeader,
         );
-            return data.calls.edges.map((e: any) => e.node);
-        } catch (err) {
-            this.logger.warn(`Failed to fetch missed calls: ${err}`);
-            return [];
-        }
     }
 }