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Weekly Engineering Update

# Helix Engage

Contact Center CRM · Real-time Telephony · AI Copilot

March 18 – 25, 2026

At a Glance

## Week in Numbers

0
Total Commits
0
Repositories
0
Days Active
0
Frontend Commits
helix-engage 50 helix-engage-server 27 FortyTwoApps/SDK 1
📞
Core Infrastructure

## Telephony & SIP Overhaul

### Outbound Calling Frontend

- Direct SIP call from browser — no Kookoo bridge needed
- Immediate call card UI with auto-answer SIP bridge
- End Call label fix, force active state after auto-answer
- Reset outboundPending on call end to prevent inbound poisoning

### Ozonetel Integration Server

- Ozonetel V3 dial endpoint + webhook handler for call events
- Kookoo IVR outbound bridging (deprecated → direct SIP)
- Set Disposition API for ACW release
- Force Ready endpoint for agent state management
- Token: 10-min cache, 401 invalidation, refresh on login

### SIP & Agent State Frontend

- SIP driven by Agent entity with token refresh
- Dynamic SIP from agentConfig, logout cleanup, heartbeat
- Centralised outbound dial into `useSip().dialOutbound()`
- UCID tracking from SIP headers for Ozonetel disposition
- Network indicator for connection health

### Multi-Agent & Sessions Server

- Multi-agent SIP with Redis session lockout
- Strict duplicate login lockout — one device per agent
- Session lock stores IP + timestamp for debugging
- SSE agent state broadcast for real-time supervisor view

🖥️
User Experience

## Call Desk & Agent UX

### Call Desk Redesign

- 2-panel layout with collapsible sidebar & inline AI
- Collapsible context panel, worklist/calls tabs, phone numbers
- Pinned header & chat input, numpad dialler
- Ringtone support for incoming calls

### Post-Call Workflow

- Disposition → appointment booking → follow-up creation
- Disposition returns straight to worklist — no intermediate screens
- Send disposition to sidecar with UCID for Ozonetel ACW
- Enquiry in post-call, appointment skip button

### UI Polish

- FontAwesome Pro Duotone icon migration (all icons)
- Tooltips, sticky headers, roles, search, AI prompts
- Fix React error #520 (isRowHeader) in production tables
- AI scroll containment, brand tokens refresh

🚀
Features Shipped

## Major Features

### Supervisor Module

- Team performance analytics page
- Live monitor with active calls visibility
- Master data management pages
- Server: team perf + active calls endpoints

### Missed Call Queue (Phase 2)

- Missed call queue ingestion & worklist
- Auto-assignment engine for agents
- Login redesign with role-based routing
- Lead lookup for missed callers

### Agent Features (Phase 1)

- Agent status toggle (Ready / Not Ready / Break)
- Global search across patients, leads, calls
- Enquiry form for new patient intake
- My Performance page + logout modal

### Recording Analysis

- Deepgram diarization + AI insights
- Redis caching layer for analysis results
- Full-stack: frontend player + server module

⚙️
Backend & Data

## Backend & Data Layer

### Platform Data Wiring

- Migrated frontend to Jotai + Vercel AI SDK
- Corrected all 7 GraphQL queries (field names, LINKS/PHONES)
- Webhook handler for Ozonetel call records
- Complete seeder: 5 doctors, appointments linked, agent names match

### Server Endpoints

- Call control, recording, CDR, missed calls, live call assist
- Agent summary, AHT, performance aggregation
- Token refresh endpoint for auto-renewal
- Search module with full-text capabilities

### Data Pages Built

- Worklist table, call history, patients, dashboard
- Reports, team dashboard, campaigns, settings
- Agent detail page, campaign edit slideout
- Appointments page with data refresh on login

### SDK App FortyTwoApps

- Helix Engage SDK app entity definitions
- Call center CRM object model for Fortytwo platform
- Foundation for platform-native data integration

🛠️
Operations

## Deployment & DevOps

### Deployment

- Deployed to Hostinger VPS with Docker
- Switched to global_healthx Ozonetel account
- Dockerfile for server-side containerization

### AI & Testing

- Migrated AI to Vercel AI SDK + OpenAI provider
- AI flow test script — validates auth, lead, patient, doctor, appointments
- Live call assist integration

### Documentation

- Team onboarding README with architecture guide
- Supervisor module spec + implementation plan
- Multi-agent spec + plan
- Next session plans documented in commits

📅
Day by Day

## Development Timeline

MAR 18 (Tue)
Foundation Day
Call desk redesign, Jotai + Vercel AI SDK migration, seeder with 5 doctors + linked appointments, AI flow test script, deployed to VPS
MAR 19 (Wed)
Data Layer Sprint
All data pages built (worklist, call history, patients, dashboard, reports), post-call workflow (disposition → booking), GraphQL fixes, Kookoo IVR outbound, outbound call UI
MAR 20 (Thu)
Telephony Breakthrough
Direct SIP call from browser replacing Kookoo bridge, UCID tracking, Force Ready, Ozonetel Set Disposition, telephony overhaul
MAR 21 (Fri)
Agent Experience
Phase 1 shipped — agent status toggle, global search, enquiry form, My Performance page, full FontAwesome icon migration, agent summary/AHT endpoints
MAR 23 (Sun)
Scale & Reliability
Phase 2 — missed call queue + auto-assignment, multi-agent SIP with Redis lockout, duplicate login prevention, Patient 360 rewrite, onboarding docs, SDK entity defs
MAR 24 (Mon)
Supervisor Module
Supervisor module with team performance + live monitor + master data, SSE agent state, UUID fix, maintenance module, QA bug sweep, supervisor endpoints
MAR 25 (Tue)
Intelligence Layer
Call recording analysis with Deepgram diarization + AI insights, SIP driven by Agent entity, token refresh, network indicator

## 78 commits. 8 days. Ship mode. 🚢

From browser-native SIP calling to AI-powered recording analysis — Helix Engage is becoming a production contact center platform.

SIP Calling ✓ Multi-Agent ✓ Supervisor Module ✓ AI Copilot ✓ Recording Analysis ✓

Satya Suman Sari · FortyTwo Platform