feat: call-desk refresh — disposition modal, active-call UI, worklist + perf updates

- Call-desk: active-call-card supervisor presence badges, incoming-call-card polish, transfer-dialog, call-log
- Disposition modal: auto-lock based on actions taken, not-interested split
- Forms: appointment-form + enquiry-form improvements (placeholder handling, phone format)
- Worklist-panel: pagination awareness, filter chips
- Pages: all-leads/patients/patient-360/missed-calls/team-performance/call-history/appointments polish
- SIP: sip-client reconnect, sip-provider + sip-manager state, agent-status-toggle spinner
- Hooks: use-agent-state supervisor SSE events, use-worklist, use-performance-alerts
- Types: entities.ts extended

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

src/components/call-desk/active-call-card.tsx

@@ -12,6 +12,7 @@ import { sipCallStateAtom, sipCallerNumberAtom, sipCallUcidAtom } from '@/state/
 import { setOutboundPending } from '@/state/sip-manager';
 import { useSip } from '@/providers/sip-provider';
 import { DispositionModal } from './disposition-modal';
+import type { CallAction } from './disposition-modal';
 import { AppointmentForm } from './appointment-form';
 import { TransferDialog } from './transfer-dialog';
 import { EnquiryForm } from './enquiry-form';
@@ -48,7 +49,18 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
     const [enquiryOpen, setEnquiryOpen] = useState(false);
     const [dispositionOpen, setDispositionOpen] = useState(false);
     const [callerDisconnected, setCallerDisconnected] = useState(false);
-    const [suggestedDisposition, setSuggestedDisposition] = useState<CallDisposition | null>(null);
+    // Actions actually recorded during this call. Drives the disposition
+    // modal's priority-lock: if the agent booked an appointment and logged
+    // an enquiry, both badges render and the primary disposition is
+    // locked to APPOINTMENT_BOOKED.
+    const [actionsTaken, setActionsTaken] = useState<CallAction[]>([]);
+    const addActions = (...newActions: CallAction[]) => {
+        setActionsTaken((prev) => {
+            const next = new Set(prev);
+            for (const a of newActions) next.add(a);
+            return Array.from(next);
+        });
+    };
 
     const agentConfig = localStorage.getItem('helix_agent_config');
     const agentIdForState = agentConfig ? (() => { try { return JSON.parse(agentConfig).ozonetelAgentId; } catch { return null; } })() : null;
@@ -104,6 +116,7 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
                 direction: callDirectionRef.current,
                 durationSec: callDuration,
                 leadId: lead?.id ?? null,
+                leadName: fullName || null,
                 notes,
                 missedCallId: missedCallId ?? undefined,
             };
@@ -115,24 +128,9 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
             console.warn('[DISPOSE] No callUcid — skipping disposition');
         }
 
-        // Side effects
+        // Follow-ups are created by the enquiry form (where the agent picks
-        if (disposition === 'FOLLOW_UP_SCHEDULED') {
+        // the date + context). No second creation here — that was causing
-            try {
+        // duplicate entries on every FOLLOW_UP_SCHEDULED call.
-                await apiClient.graphql(`mutation($data: FollowUpCreateInput!) { createFollowUp(data: $data) { id } }`, {
-                    data: {
-                        name: `Follow-up — ${fullName || phoneDisplay}`,
-                        typeCustom: 'CALLBACK',
-                        status: 'PENDING',
-                        assignedAgent: null,
-                        priority: 'NORMAL',
-                        scheduledAt: new Date(Date.now() + 24 * 60 * 60 * 1000).toISOString(),
-                    },
-                }, { silent: true });
-                notify.success('Follow-up Created', 'Callback scheduled for tomorrow');
-            } catch {
-                notify.info('Follow-up', 'Could not auto-create follow-up');
-            }
-        }
 
         // Clear persisted UCID — disposition was submitted, no need for sendBeacon fallback
         localStorage.removeItem('helix_active_ucid');
@@ -141,15 +139,24 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
         handleReset();
     };
 
-    const handleAppointmentSaved = () => {
+    const handleAppointmentSaved = (outcome: 'BOOKED' | 'RESCHEDULED' | 'CANCELLED') => {
         setAppointmentOpen(false);
-        setSuggestedDisposition('APPOINTMENT_BOOKED');
+        if (outcome === 'RESCHEDULED') {
+            addActions('RESCHEDULE');
+            notify.success('Appointment Rescheduled');
+        } else if (outcome === 'CANCELLED') {
+            addActions('CANCEL');
+            notify.success('Appointment Cancelled');
+        } else {
+            addActions('APPOINTMENT');
             notify.success('Appointment Booked', 'Payment link will be sent to the patient');
+        }
     };
 
     const handleReset = () => {
         setDispositionOpen(false);
         setCallerDisconnected(false);
+        setActionsTaken([]);
         setCallState('idle');
         setCallerNumber(null);
         setCallUcid(null);
@@ -213,7 +220,7 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
         return (
             <div className="rounded-xl border border-secondary bg-primary p-4 text-center">
                 <FontAwesomeIcon icon={faPhoneHangup} className="size-6 text-fg-quaternary mb-2" />
-                <p className="text-sm font-semibold text-primary">Missed Call</p>
+                <p className="text-sm font-semibold text-primary">{fullName || 'Missed Call'}</p>
                 <p className="text-xs text-tertiary mt-1">{phoneDisplay} — not answered</p>
                 <Button size="sm" color="secondary" className="mt-3" onClick={handleReset}>
                     Back to Worklist
@@ -317,7 +324,10 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
                                 onClose={() => setTransferOpen(false)}
                                 onTransferred={() => {
                                     setTransferOpen(false);
-                                    setSuggestedDisposition('FOLLOW_UP_SCHEDULED');
+                                    // A transfer implies the original agent handed the call
+                                    // off — treat that as a follow-up action so the
+                                    // disposition pre-locks to FOLLOW_UP_SCHEDULED.
+                                    addActions('FOLLOWUP');
                                     setDispositionOpen(true);
                                 }}
                             />
@@ -340,10 +350,9 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
                                 leadId={lead?.id ?? null}
                                 patientId={(lead as any)?.patientId ?? null}
                                 agentName={user.name}
-                                onSaved={() => {
+                                onSaved={(actions) => {
                                     setEnquiryOpen(false);
-                                    setSuggestedDisposition('INFO_PROVIDED');
+                                    addActions(...actions);
-                                    notify.success('Enquiry Logged');
                                 }}
                             />
                         </div>
@@ -355,7 +364,13 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
                     isOpen={dispositionOpen}
                     callerName={fullName || phoneDisplay}
                     callerDisconnected={callerDisconnected}
-                    defaultDisposition={suggestedDisposition}
+                    // wasAnsweredRef only flips true once callState reaches
+                    // 'active'. Outbound callbacks that never connect keep
+                    // this false, which narrows the disposition options to
+                    // no-answer outcomes and prevents SLA-gaming dispositions
+                    // like Info Provided on a call the customer never took.
+                    callAnswered={wasAnsweredRef.current}
+                    actionsTaken={actionsTaken}
                     onSubmit={handleDisposition}
                     onDismiss={() => {
                         // Agent wants to continue the call — close modal, call stays active

src/components/call-desk/agent-status-toggle.tsx

@@ -1,6 +1,6 @@
 import { useState } from 'react';
 import { FontAwesomeIcon } from '@fortawesome/react-fontawesome';
-import { faCircle, faChevronDown } from '@fortawesome/pro-duotone-svg-icons';
+import { faCircle, faChevronDown, faSpinnerThird } from '@fortawesome/pro-duotone-svg-icons';
 import { useAgentState } from '@/hooks/use-agent-state';
 import type { OzonetelState } from '@/hooks/use-agent-state';
 import { apiClient } from '@/lib/api-client';
@@ -50,6 +50,15 @@ export const AgentStatusToggle = ({ isRegistered, connectionStatus }: AgentStatu
                 console.log('[AGENT-STATE] Ready response:', JSON.stringify(res));
             } else {
                 const pauseReason = newStatus === 'break' ? 'Break' : 'Training';
+                // Ozonetel rejects Pause→Pause (Break↔Training) — the agent must
+                // transit through Ready. Insert a Ready hop whenever we're
+                // moving between two paused sub-states.
+                const isPauseToPause = ozonetelState === 'break' || ozonetelState === 'training';
+                if (isPauseToPause) {
+                    console.log(`[AGENT-STATE] ${ozonetelState}→${newStatus}: sending Ready first, then Pause(${pauseReason})`);
+                    await apiClient.post('/api/ozonetel/agent-state', { agentId, state: 'Ready' });
+                    await new Promise(resolve => setTimeout(resolve, 400));
+                }
                 console.log(`[AGENT-STATE] Changing to Pause: ${pauseReason}`);
                 const res = await apiClient.post('/api/ozonetel/agent-state', { agentId, state: 'Pause', pauseReason });
                 console.log('[AGENT-STATE] Pause response:', JSON.stringify(res));
@@ -89,13 +98,18 @@ export const AgentStatusToggle = ({ isRegistered, connectionStatus }: AgentStatu
                 disabled={changing || !canToggle}
                 className={cx(
                     'flex items-center gap-1.5 rounded-full bg-secondary px-3 py-1 transition duration-100 ease-linear',
-                    canToggle ? 'hover:bg-secondary_hover cursor-pointer' : 'cursor-default',
+                    canToggle && !changing ? 'hover:bg-secondary_hover cursor-pointer' : 'cursor-default',
-                    changing && 'opacity-50',
                 )}
             >
+                {changing ? (
+                    <FontAwesomeIcon icon={faSpinnerThird} spin className="size-2.5 text-fg-brand-primary" />
+                ) : (
                     <FontAwesomeIcon icon={faCircle} className={cx('size-2', current.dotColor)} />
-                <span className={cx('text-xs font-medium', current.color)}>{current.label}</span>
+                )}
-                {canToggle && <FontAwesomeIcon icon={faChevronDown} className="size-2.5 text-fg-quaternary" />}
+                <span className={cx('text-xs font-medium', changing ? 'text-brand-secondary' : current.color)}>
+                    {changing ? 'Changing…' : current.label}
+                </span>
+                {canToggle && !changing && <FontAwesomeIcon icon={faChevronDown} className="size-2.5 text-fg-quaternary" />}
             </button>
 
             {menuOpen && (

src/components/call-desk/appointment-form.tsx

@@ -29,7 +29,10 @@ type AppointmentFormProps = {
     leadName?: string | null;
     leadId?: string | null;
     patientId?: string | null;
-    onSaved?: () => void;
+    // Called after a successful save. Passes back what actually happened so
+    // the parent can pre-lock the disposition (BOOKED vs RESCHEDULED vs
+    // CANCELLED each map to distinct disposition outcomes).
+    onSaved?: (outcome: 'BOOKED' | 'RESCHEDULED' | 'CANCELLED') => void;
     existingAppointment?: ExistingAppointment | null;
 };
 
@@ -241,7 +244,9 @@ export const AppointmentForm = ({
             const selectedDoctor = doctors.find(d => d.id === doctor);
 
             if (isEditMode && existingAppointment) {
-                // Update existing appointment
+                // Update existing appointment. Flip status to RESCHEDULED so
+                // the Appointments > Rescheduled tab reflects it and the
+                // patient timeline records the reschedule event.
                 await apiClient.graphql(
                     `mutation UpdateAppointment($id: UUID!, $data: AppointmentUpdateInput!) {
                         updateAppointment(id: $id, data: $data) { id }
@@ -254,9 +259,32 @@ export const AppointmentForm = ({
                             department: selectedDoctor?.department ?? '',
                             doctorId: doctor,
                             reasonForVisit: chiefComplaint || null,
+                            status: 'RESCHEDULED',
                         },
                     },
                 );
+
+                // Propagate name change during reschedule. Same gate as the
+                // create branch — nameChanged implies isNameEditable=true,
+                // which means the agent went through EditPatientConfirmModal.
+                const trimmedName = patientName.trim();
+                const nameChanged = isNameEditable && trimmedName.length > 0 && trimmedName !== initialLeadName;
+                if (nameChanged) {
+                    const nameParts = { firstName: trimmedName.split(' ')[0], lastName: trimmedName.split(' ').slice(1).join(' ') || '' };
+                    if (patientId) {
+                        await apiClient.graphql(
+                            `mutation($id: UUID!, $data: PatientUpdateInput!) { updatePatient(id: $id, data: $data) { id } }`,
+                            { id: patientId, data: { fullName: nameParts } },
+                        ).catch((err: unknown) => console.warn('Failed to update patient name:', err));
+                    }
+                    if (leadId) {
+                        await apiClient.graphql(
+                            `mutation($id: UUID!, $data: LeadUpdateInput!) { updateLead(id: $id, data: $data) { id } }`,
+                            { id: leadId, data: { contactName: nameParts } },
+                        ).catch((err: unknown) => console.warn('Failed to update lead name:', err));
+                    }
+                }
+
                 notify.success('Appointment Updated');
             } else {
                 // If no patient record exists yet (new caller), create one now
@@ -271,9 +299,16 @@ export const AppointmentForm = ({
                     const phoneDigits = callerNumber.replace(/\D/g, '').slice(-10);
                     const phoneE164 = `+91${phoneDigits}`;
                     try {
+                        const patientData: Record<string, any> = {
+                            fullName: nameParts,
+                            phones: { primaryPhoneNumber: phoneE164 },
+                            patientType: 'NEW',
+                        };
+                        if (age) patientData.dateOfBirth = new Date(Date.now() - parseInt(age) * 365.25 * 86400000).toISOString().split('T')[0];
+                        if (gender) patientData.gender = gender.toUpperCase();
                         const created = await apiClient.graphql<{ createPatient: { id: string } }>(
                             `mutation($data: PatientCreateInput!) { createPatient(data: $data) { id } }`,
-                            { data: { fullName: nameParts, phones: { primaryPhoneNumber: phoneE164 }, patientType: 'NEW' } },
+                            { data: patientData },
                         );
                         resolvedPatientId = created.createPatient.id;
                     } catch (err) {
@@ -282,12 +317,7 @@ export const AppointmentForm = ({
                 }
 
                 // Create appointment
-                await apiClient.graphql(
+                const appointmentData: Record<string, any> = {
-                    `mutation CreateAppointment($data: AppointmentCreateInput!) {
-                        createAppointment(data: $data) { id }
-                    }`,
-                    {
-                        data: {
                     scheduledAt,
                     durationMin: 30,
                     appointmentType: 'CONSULTATION',
@@ -298,8 +328,15 @@ export const AppointmentForm = ({
                     reasonForVisit: chiefComplaint || null,
                     ...(resolvedPatientId ? { patientId: resolvedPatientId } : {}),
                     ...(clinic ? { clinicId: clinic } : {}),
-                        },
+                    ...(agentNotes ? { agentNotes } : {}),
-                    },
+                    ...(source ? { source } : {}),
+                };
+                console.log('[APPOINTMENT] Creating appointment:', JSON.stringify(appointmentData));
+                await apiClient.graphql(
+                    `mutation CreateAppointment($data: AppointmentCreateInput!) {
+                        createAppointment(data: $data) { id }
+                    }`,
+                    { data: appointmentData },
                 );
 
                 // Determine whether the agent actually renamed the patient.
@@ -309,11 +346,13 @@ export const AppointmentForm = ({
                 const trimmedName = patientName.trim();
                 const nameChanged = isNameEditable && trimmedName.length > 0 && trimmedName !== initialLeadName;
 
-                // Update patient name only when it was empty (new caller with no name).
+                // Update patient name when the agent explicitly renamed.
-                // Don't overwrite an existing patient name — that would
+                // `nameChanged` already requires isNameEditable=true (the
-                // retroactively change the name on all past appointments.
+                // agent went through EditPatientConfirmModal), so the
-                // Bug #527: only set name on patients with no existing name.
+                // rename intent is unambiguous. Bug #527's silent-overwrite
-                if (nameChanged && patientId && initialLeadName.length === 0) {
+                // case can no longer happen because the confirm modal
+                // gates the input.
+                if (nameChanged && patientId) {
                     const nameParts = { firstName: trimmedName.split(' ')[0], lastName: trimmedName.split(' ').slice(1).join(' ') || '' };
                     apiClient.graphql(
                         `mutation($id: UUID!, $data: PatientUpdateInput!) { updatePatient(id: $id, data: $data) { id } }`,
@@ -346,21 +385,14 @@ export const AppointmentForm = ({
 
                 // If the agent actually renamed the patient, kick off the
                 // side-effect chain: regenerate the AI summary against the
-                // corrected identity AND invalidate the Redis caller
+                // corrected identity. Fire-and-forget; the save toast
-                // resolution cache so the next incoming call from this
+                // fires immediately regardless.
-                // phone picks up fresh data. Both are fire-and-forget —
-                // the save toast fires immediately either way.
                 if (nameChanged && leadId) {
                     apiClient.post(`/api/lead/${leadId}/enrich`, { phone: callerNumber ?? undefined }, { silent: true }).catch(() => {});
-                } else if (callerNumber) {
-                    // No rename but still invalidate the cache so status +
-                    // lastContacted updates propagate cleanly to the next
-                    // lookup.
-                    apiClient.post('/api/caller/invalidate', { phone: callerNumber }, { silent: true }).catch(() => {});
                 }
             }
 
-            onSaved?.();
+            onSaved?.(isEditMode ? 'RESCHEDULED' : 'BOOKED');
         } catch (err) {
             console.error('Failed to save appointment:', err);
             setError(err instanceof Error ? err.message : 'Failed to save appointment. Please try again.');
@@ -383,7 +415,7 @@ export const AppointmentForm = ({
                 },
             );
             notify.success('Appointment Cancelled');
-            onSaved?.();
+            onSaved?.('CANCELLED');
         } catch (err) {
             setError(err instanceof Error ? err.message : 'Failed to cancel appointment');
         } finally {

src/components/call-desk/call-log.tsx

@@ -14,11 +14,14 @@ interface CallLogProps {
 
 const dispositionConfig: Record<CallDisposition, { label: string; color: 'success' | 'brand' | 'blue-light' | 'warning' | 'gray' | 'error' }> = {
     APPOINTMENT_BOOKED: { label: 'Booked', color: 'success' },
+    APPOINTMENT_RESCHEDULED: { label: 'Rescheduled', color: 'warning' },
+    APPOINTMENT_CANCELLED: { label: 'Cancelled', color: 'error' },
     FOLLOW_UP_SCHEDULED: { label: 'Follow-up', color: 'brand' },
     INFO_PROVIDED: { label: 'Info', color: 'blue-light' },
     NO_ANSWER: { label: 'No Answer', color: 'warning' },
     WRONG_NUMBER: { label: 'Wrong #', color: 'gray' },
-    CALLBACK_REQUESTED: { label: 'Not Interested', color: 'error' },
+    NOT_INTERESTED: { label: 'Not Interested', color: 'error' },
+    CALLBACK_REQUESTED: { label: 'Callback', color: 'brand' },
 };
 
 const formatDuration = (seconds: number | null): string => {

src/components/call-desk/disposition-form.tsx

@@ -20,6 +20,18 @@ const dispositionOptions: Array<{
         activeClass: 'bg-success-solid text-white ring-transparent',
         defaultClass: 'bg-success-primary text-success-primary border-success',
     },
+    {
+        value: 'APPOINTMENT_RESCHEDULED',
+        label: 'Appt Rescheduled',
+        activeClass: 'bg-warning-solid text-white ring-transparent',
+        defaultClass: 'bg-warning-primary text-warning-primary border-warning',
+    },
+    {
+        value: 'APPOINTMENT_CANCELLED',
+        label: 'Appt Cancelled',
+        activeClass: 'bg-error-solid text-white ring-transparent',
+        defaultClass: 'bg-error-primary text-error-primary border-error',
+    },
     {
         value: 'FOLLOW_UP_SCHEDULED',
         label: 'Follow-up Needed',
@@ -45,11 +57,17 @@ const dispositionOptions: Array<{
         defaultClass: 'bg-secondary text-secondary border-secondary',
     },
     {
-        value: 'CALLBACK_REQUESTED',
+        value: 'NOT_INTERESTED',
         label: 'Not Interested',
         activeClass: 'bg-error-solid text-white ring-transparent',
         defaultClass: 'bg-error-primary text-error-primary border-error',
     },
+    {
+        value: 'CALLBACK_REQUESTED',
+        label: 'Callback Requested',
+        activeClass: 'bg-utility-blue-600 text-white ring-transparent',
+        defaultClass: 'bg-utility-blue-50 text-utility-blue-700 border-utility-blue-200',
+    },
 ];
 
 export const DispositionForm = ({ onSubmit, defaultDisposition }: DispositionFormProps) => {

src/components/call-desk/disposition-modal.tsx

@@ -1,13 +1,43 @@
 import { useState, useRef } from 'react';
 import { FontAwesomeIcon } from '@fortawesome/react-fontawesome';
-import { faPhoneHangup } from '@fortawesome/pro-duotone-svg-icons';
+import { faPhoneHangup, faCalendarCheck, faCalendarXmark, faCalendarArrowDown, faClipboardCheck, faClockRotateLeft } from '@fortawesome/pro-duotone-svg-icons';
 import { Dialog, Modal, ModalOverlay } from '@/components/application/modals/modal';
 import { FeaturedIcon } from '@/components/foundations/featured-icon/featured-icon';
+import { Badge } from '@/components/base/badges/badges';
 import { TextArea } from '@/components/base/textarea/textarea';
 import type { FC } from 'react';
 import type { CallDisposition } from '@/types/entities';
 import { cx } from '@/utils/cx';
 
+export type CallAction = 'APPOINTMENT' | 'RESCHEDULE' | 'CANCEL' | 'FOLLOWUP' | 'ENQUIRY';
+
+// Maps a recorded action to the disposition it implies. The first action in
+// the priority list (highest-ranked entry in actionsTaken) becomes the
+// primary disposition. When any action is present, all other dispositions
+// are locked out — an agent can't mark a call as "Not Interested" after
+// they've already booked an appointment.
+const ACTION_TO_DISPOSITION: Record<CallAction, CallDisposition> = {
+    APPOINTMENT: 'APPOINTMENT_BOOKED',
+    RESCHEDULE: 'APPOINTMENT_RESCHEDULED',
+    CANCEL: 'APPOINTMENT_CANCELLED',
+    FOLLOWUP: 'FOLLOW_UP_SCHEDULED',
+    ENQUIRY: 'INFO_PROVIDED',
+};
+
+const ACTION_META: Record<CallAction, { label: string; icon: typeof faCalendarCheck; color: 'success' | 'warning' | 'error' | 'brand' | 'blue-light' }> = {
+    APPOINTMENT: { label: 'Appointment booked', icon: faCalendarCheck, color: 'success' },
+    RESCHEDULE: { label: 'Appointment rescheduled', icon: faCalendarArrowDown, color: 'warning' },
+    CANCEL: { label: 'Appointment cancelled', icon: faCalendarXmark, color: 'error' },
+    FOLLOWUP: { label: 'Follow-up scheduled', icon: faClockRotateLeft, color: 'brand' },
+    ENQUIRY: { label: 'Enquiry logged', icon: faClipboardCheck, color: 'blue-light' },
+};
+
+// Priority order — highest-rank action wins when multiple are taken. Booked
+// > Rescheduled > Cancelled > Follow-up > Enquiry. A cancel inherently means
+// no booking, so it ranks below booking/rescheduling; but above a follow-up
+// because cancellation is a definitive outcome on this call.
+const ACTION_PRIORITY: CallAction[] = ['APPOINTMENT', 'RESCHEDULE', 'CANCEL', 'FOLLOWUP', 'ENQUIRY'];
+
 const PhoneHangUpIcon: FC<{ className?: string }> = ({ className }) => (
     <FontAwesomeIcon icon={faPhoneHangup} className={className} />
 );
@@ -24,6 +54,18 @@ const dispositionOptions: Array<{
         activeClass: 'bg-success-solid text-white border-transparent',
         defaultClass: 'bg-success-primary text-success-primary border-success',
     },
+    {
+        value: 'APPOINTMENT_RESCHEDULED',
+        label: 'Appt Rescheduled',
+        activeClass: 'bg-warning-solid text-white border-transparent',
+        defaultClass: 'bg-warning-primary text-warning-primary border-warning',
+    },
+    {
+        value: 'APPOINTMENT_CANCELLED',
+        label: 'Appt Cancelled',
+        activeClass: 'bg-error-solid text-white border-transparent',
+        defaultClass: 'bg-error-primary text-error-primary border-error',
+    },
     {
         value: 'FOLLOW_UP_SCHEDULED',
         label: 'Follow-up Needed',
@@ -49,31 +91,68 @@ const dispositionOptions: Array<{
         defaultClass: 'bg-secondary text-secondary border-secondary',
     },
     {
-        value: 'CALLBACK_REQUESTED',
+        value: 'NOT_INTERESTED',
         label: 'Not Interested',
         activeClass: 'bg-error-solid text-white border-transparent',
         defaultClass: 'bg-error-primary text-error-primary border-error',
     },
+    {
+        value: 'CALLBACK_REQUESTED',
+        label: 'Callback Requested',
+        activeClass: 'bg-utility-blue-600 text-white border-transparent',
+        defaultClass: 'bg-utility-blue-50 text-utility-blue-700 border-utility-blue-200',
+    },
 ];
 
 type DispositionModalProps = {
     isOpen: boolean;
     callerName: string;
     callerDisconnected: boolean;
-    defaultDisposition?: CallDisposition | null;
+    // True once the call reached the active (answered) state. When false,
+    // the customer never picked up — only no-answer dispositions are
+    // valid; conversation-implying ones (Info Provided, Appointment
+    // Booked, Follow-up, Not Interested) are disabled. Defaults to
+    // true so existing callers don't accidentally lock everything out.
+    callAnswered?: boolean;
+    // Actions actually performed during the call (appointment booked, enquiry
+    // logged, follow-up scheduled). Drives the priority-based disposition
+    // lock — when any action is present, the primary disposition is forced
+    // and the other options are disabled.
+    actionsTaken?: CallAction[];
     onSubmit: (disposition: CallDisposition, notes: string) => void;
     onDismiss?: () => void;
 };
 
-export const DispositionModal = ({ isOpen, callerName, callerDisconnected, defaultDisposition, onSubmit, onDismiss }: DispositionModalProps) => {
+// Dispositions that only make sense when the customer actually connected.
+// Selecting these on an unanswered call would misrepresent SLA and
+// conversation metrics.
+const ANSWERED_ONLY_DISPOSITIONS: ReadonlySet<CallDisposition> = new Set([
+    'INFO_PROVIDED',
+    'APPOINTMENT_BOOKED',
+    'APPOINTMENT_RESCHEDULED',
+    'APPOINTMENT_CANCELLED',
+    'FOLLOW_UP_SCHEDULED',
+    'NOT_INTERESTED',
+]);
+
+export const DispositionModal = ({ isOpen, callerName, callerDisconnected, callAnswered = true, actionsTaken, onSubmit, onDismiss }: DispositionModalProps) => {
     const [selected, setSelected] = useState<CallDisposition | null>(null);
     const [notes, setNotes] = useState('');
-    const appliedDefaultRef = useRef<CallDisposition | null | undefined>(undefined);
+    const appliedLockRef = useRef<CallDisposition | null | undefined>(undefined);
 
-    // Pre-select when modal opens with a suggestion
+    // Rank actionsTaken to pick the primary (highest-priority) action. When
-    if (isOpen && defaultDisposition && appliedDefaultRef.current !== defaultDisposition) {
+    // any action is present, that action's disposition becomes locked —
-        appliedDefaultRef.current = defaultDisposition;
+    // the agent cannot override it to a contradictory outcome.
-        setSelected(defaultDisposition);
+    const primaryAction = actionsTaken && actionsTaken.length > 0
+        ? ACTION_PRIORITY.find((a) => actionsTaken.includes(a)) ?? null
+        : null;
+    const lockedDisposition = primaryAction ? ACTION_TO_DISPOSITION[primaryAction] : null;
+
+    // Apply the lock once per open — agent can still re-select the same
+    // option, but switching to another value is prevented in the click handler.
+    if (isOpen && lockedDisposition && appliedLockRef.current !== lockedDisposition) {
+        appliedLockRef.current = lockedDisposition;
+        setSelected(lockedDisposition);
     }
 
     const handleSubmit = () => {
@@ -81,11 +160,20 @@ export const DispositionModal = ({ isOpen, callerName, callerDisconnected, defau
         onSubmit(selected, notes);
         setSelected(null);
         setNotes('');
-        appliedDefaultRef.current = undefined;
+        appliedLockRef.current = undefined;
     };
 
     return (
-        <ModalOverlay isOpen={isOpen} isDismissable onOpenChange={(open) => { if (!open && onDismiss) onDismiss(); }}>
+        <ModalOverlay
+            isOpen={isOpen}
+            // When the caller disconnected on their own, dismissing the
+            // modal discards the call without any disposition — no record,
+            // no SLA signal. Force a selection in that path. When the
+            // agent opened the modal via End Call (callerDisconnected=false),
+            // dismissing just returns to the active call, so it's safe.
+            isDismissable={!callerDisconnected}
+            onOpenChange={(open) => { if (!open && onDismiss) onDismiss(); }}
+        >
             <Modal className="sm:max-w-md">
                 <Dialog>
                     {() => (
@@ -108,16 +196,47 @@ export const DispositionModal = ({ isOpen, callerName, callerDisconnected, defau
 
                             {/* Disposition options */}
                             <div className="px-6 pb-4">
+                                {actionsTaken && actionsTaken.length > 0 && (
+                                    <div className="mb-3 flex flex-col gap-2 rounded-lg bg-secondary p-3">
+                                        <span className="text-xs font-semibold uppercase tracking-wide text-tertiary">
+                                            Actions taken on this call
+                                        </span>
+                                        <div className="flex flex-wrap gap-1.5">
+                                            {ACTION_PRIORITY.filter((a) => actionsTaken.includes(a)).map((action) => {
+                                                const meta = ACTION_META[action];
+                                                return (
+                                                    <Badge key={action} size="sm" color={meta.color} type="pill-color">
+                                                        <FontAwesomeIcon icon={meta.icon} className="size-3 mr-1" />
+                                                        {meta.label}
+                                                    </Badge>
+                                                );
+                                            })}
+                                        </div>
+                                    </div>
+                                )}
+
                                 <div className="grid grid-cols-2 gap-2">
                                     {dispositionOptions.map((option) => {
                                         const isSelected = selected === option.value;
+                                        // Two reasons an option can be disabled:
+                                        //   (1) action lock — the agent already booked / scheduled
+                                        //       something, so only the matching disposition is valid.
+                                        //   (2) unanswered call — dispositions that imply the customer
+                                        //       actually spoke with the agent (Info Provided, etc.)
+                                        //       are disabled to prevent SLA-gaming.
+                                        const isLockedOut = lockedDisposition !== null && option.value !== lockedDisposition;
+                                        const isAnsweredOnlyBlocked = !callAnswered && ANSWERED_ONLY_DISPOSITIONS.has(option.value);
+                                        const isDisabled = isLockedOut || isAnsweredOnlyBlocked;
                                         return (
                                             <button
                                                 key={option.value}
                                                 type="button"
-                                                onClick={() => setSelected(option.value)}
+                                                disabled={isDisabled}
+                                                onClick={() => !isDisabled && setSelected(option.value)}
                                                 className={cx(
-                                                    'cursor-pointer rounded-xl border-2 p-3 text-sm font-semibold transition duration-100 ease-linear',
+                                                    'rounded-xl border-2 p-3 text-sm font-semibold transition duration-100 ease-linear',
+                                                    isDisabled && 'cursor-not-allowed opacity-40',
+                                                    !isDisabled && 'cursor-pointer',
                                                     isSelected
                                                         ? cx(option.activeClass, 'ring-2 ring-brand')
                                                         : option.defaultClass,

src/components/call-desk/enquiry-form.tsx

@@ -22,7 +22,11 @@ type EnquiryFormProps = {
     leadId?: string | null;
     patientId?: string | null;
     agentName?: string | null;
-    onSaved?: () => void;
+    // Called after a successful save. Passes back the list of actions that
+    // were actually recorded — the parent uses this to drive the disposition
+    // priority + lock logic. Always includes 'ENQUIRY'; adds 'FOLLOWUP' when
+    // the agent scheduled a callback.
+    onSaved?: (actions: Array<'ENQUIRY' | 'FOLLOWUP'>) => void;
 };
 
 
@@ -79,17 +83,20 @@ export const EnquiryForm = ({ isOpen, onOpenChange, callerPhone, leadName, leadI
         setError(null);
 
         try {
-            // Use passed leadId or resolve from phone
+            // Resolve caller. Resolver returns isNew=true when no Lead/
+            // Patient exists for this phone — in that case we create both
+            // records inline with the typed name. Otherwise we update the
+            // existing records.
             let leadId: string | null = propLeadId ?? null;
-            if (!leadId && registeredPhone) {
+            let resolvedPatientId: string | null = patientId || null;
-                const resolved = await apiClient.post<{ leadId: string; patientId: string }>('/api/caller/resolve', { phone: registeredPhone }, { silent: true });
+            let isNew = false;
-                leadId = resolved.leadId;
+            if ((!leadId || !resolvedPatientId) && registeredPhone) {
+                const resolved = await apiClient.post<{ leadId: string; patientId: string; isNew: boolean }>('/api/caller/resolve', { phone: registeredPhone }, { silent: true });
+                leadId = leadId || resolved.leadId || null;
+                resolvedPatientId = resolvedPatientId || resolved.patientId || null;
+                isNew = !!resolved.isNew && !leadId;
             }
 
-            // Determine whether the agent actually renamed the patient.
-            // Only a non-empty, changed-from-initial name counts — empty
-            // strings or an unchanged name never trigger the rename
-            // chain, even if the field was unlocked.
             const trimmedName = patientName.trim();
             const nameChanged = isNameEditable && trimmedName.length > 0 && trimmedName !== initialLeadName;
             const nameParts = {
@@ -97,10 +104,48 @@ export const EnquiryForm = ({ isOpen, onOpenChange, callerPhone, leadName, leadI
                 lastName: trimmedName.split(' ').slice(1).join(' ') || '',
             };
 
-            if (leadId) {
+            if (isNew) {
-                // Update existing lead with enquiry details. Only touches
+                // Net-new caller — create Patient + Lead with the typed
-                // contactName if the agent explicitly renamed — otherwise
+                // name. Name is required (validated above).
-                // we leave the existing caller identity alone.
+                if (!trimmedName) {
+                    setError('Please enter the patient name.');
+                    setIsSaving(false);
+                    return;
+                }
+                try {
+                    const phoneE164 = registeredPhone ? `+91${registeredPhone.replace(/^\+?91/, '').replace(/\D/g, '').slice(-10)}` : undefined;
+                    const patientData: Record<string, any> = {
+                        fullName: nameParts,
+                        patientType: 'NEW',
+                    };
+                    if (phoneE164) patientData.phones = { primaryPhoneNumber: phoneE164 };
+                    const pResult = await apiClient.graphql<{ createPatient: { id: string } }>(
+                        `mutation($data: PatientCreateInput!) { createPatient(data: $data) { id } }`,
+                        { data: patientData },
+                    );
+                    resolvedPatientId = pResult.createPatient.id;
+                } catch (err) {
+                    console.warn('Failed to create patient:', err);
+                }
+                const leadData: Record<string, any> = {
+                    name: `Enquiry — ${trimmedName}`,
+                    contactName: nameParts,
+                    source: 'PHONE',
+                    status: 'CONTACTED',
+                    interestedService: queryAsked.substring(0, 100),
+                };
+                if (registeredPhone) leadData.contactPhone = { primaryPhoneNumber: registeredPhone };
+                if (resolvedPatientId) leadData.patientId = resolvedPatientId;
+                const lResult = await apiClient.graphql<{ createLead: { id: string } }>(
+                    `mutation($data: LeadCreateInput!) { createLead(data: $data) { id } }`,
+                    { data: leadData },
+                );
+                leadId = lResult.createLead.id;
+            } else if (leadId) {
+                // Existing lead — update with enquiry details. Only touch
+                // contactName when the agent explicitly renamed (the name
+                // field is locked behind the Edit confirm modal for
+                // existing records).
                 await apiClient.graphql(
                     `mutation($id: UUID!, $data: LeadUpdateInput!) { updateLead(id: $id, data: $data) { id } }`,
                     {
@@ -114,34 +159,16 @@ export const EnquiryForm = ({ isOpen, onOpenChange, callerPhone, leadName, leadI
                         },
                     },
                 );
-            } else {
-                // No matched lead — create a fresh one. For net-new leads
-                // we always populate contactName from the typed value
-                // (there's no existing record to protect).
-                await apiClient.graphql(
-                    `mutation($data: LeadCreateInput!) { createLead(data: $data) { id } }`,
-                    {
-                        data: {
-                            name: `Enquiry — ${trimmedName || 'Unknown caller'}`,
-                            contactName: nameParts,
-                            contactPhone: registeredPhone ? { primaryPhoneNumber: registeredPhone } : undefined,
-                            source: 'PHONE',
-                            status: 'CONTACTED',
-                            interestedService: queryAsked.substring(0, 100),
-                        },
-                    },
-                );
             }
 
-            // Update linked patient's name ONLY if the agent explicitly
+            // Update linked patient's name when the agent renamed (edit
-            // renamed. Fixes the long-standing bug where typing a name
+            // confirm path) on an existing record. Skipped for isNew
-            // into this form silently overwrote the existing patient
+            // because the patient was just created with the right name.
-            // record.
+            if (!isNew && nameChanged && resolvedPatientId && trimmedName) {
-            if (nameChanged && patientId) {
                 await apiClient.graphql(
                     `mutation($id: UUID!, $data: PatientUpdateInput!) { updatePatient(id: $id, data: $data) { id } }`,
                     {
-                        id: patientId,
+                        id: resolvedPatientId,
                         data: {
                             fullName: nameParts,
                         },
@@ -149,14 +176,10 @@ export const EnquiryForm = ({ isOpen, onOpenChange, callerPhone, leadName, leadI
                 ).catch((err: unknown) => console.warn('Failed to update patient name:', err));
             }
 
-            // Post-save side-effects. If the agent actually renamed the
+            // Post-save side-effect. If the agent actually renamed the
-            // patient, kick off AI summary regen + cache invalidation.
+            // patient, kick off AI summary regen. Fire-and-forget.
-            // Otherwise just invalidate the cache so the status update
-            // propagates.
             if (nameChanged && leadId) {
                 apiClient.post(`/api/lead/${leadId}/enrich`, { phone: callerPhone ?? undefined }, { silent: true }).catch(() => {});
-            } else if (callerPhone) {
-                apiClient.post('/api/caller/invalidate', { phone: callerPhone }, { silent: true }).catch(() => {});
             }
 
             // Create follow-up if needed
@@ -166,6 +189,12 @@ export const EnquiryForm = ({ isOpen, onOpenChange, callerPhone, leadName, leadI
                     setIsSaving(false);
                     return;
                 }
+                const today = new Date().toISOString().split('T')[0];
+                if (followUpDate < today) {
+                    setError('Follow-up date cannot be in the past.');
+                    setIsSaving(false);
+                    return;
+                }
                 await apiClient.graphql(
                     `mutation($data: FollowUpCreateInput!) { createFollowUp(data: $data) { id } }`,
                     {
@@ -176,7 +205,7 @@ export const EnquiryForm = ({ isOpen, onOpenChange, callerPhone, leadName, leadI
                             priority: 'NORMAL',
                             assignedAgent: agentName ?? undefined,
                             scheduledAt: new Date(`${followUpDate}T09:00:00`).toISOString(),
-                            patientId: patientId ?? undefined,
+                            patientId: resolvedPatientId || undefined,
                         },
                     },
                     { silent: true },
@@ -184,7 +213,9 @@ export const EnquiryForm = ({ isOpen, onOpenChange, callerPhone, leadName, leadI
             }
 
             notify.success('Enquiry Logged', 'Contact details and query captured');
-            onSaved?.();
+            const actions: Array<'ENQUIRY' | 'FOLLOWUP'> = ['ENQUIRY'];
+            if (followUpNeeded) actions.push('FOLLOWUP');
+            onSaved?.(actions);
         } catch (err) {
             setError(err instanceof Error ? err.message : 'Failed to save enquiry');
         } finally {
@@ -251,11 +282,14 @@ export const EnquiryForm = ({ isOpen, onOpenChange, callerPhone, leadName, leadI
                     </Select>
                 </div>
 
+                <div className="flex items-center gap-3">
                     <Checkbox isSelected={followUpNeeded} onChange={setFollowUpNeeded} label="Follow-up Needed" />
-
                     {followUpNeeded && (
-                    <Input label="Follow-up Date" type="date" value={followUpDate} onChange={setFollowUpDate} isRequired />
+                        <div className="flex-1 max-w-[180px]">
+                            <Input type="date" value={followUpDate} onChange={setFollowUpDate} isRequired aria-label="Follow-up Date" />
+                        </div>
                     )}
+                </div>
 
                 {error && (
                     <div className="rounded-lg bg-error-primary p-3 text-sm text-error-primary">{error}</div>

src/components/call-desk/incoming-call-card.tsx

@@ -51,11 +51,14 @@ const ActivityIcon = ({ type }: { type: string }) => {
 
 const dispositionLabels: Record<CallDisposition, string> = {
     APPOINTMENT_BOOKED: 'Appointment Booked',
+    APPOINTMENT_RESCHEDULED: 'Appointment Rescheduled',
+    APPOINTMENT_CANCELLED: 'Appointment Cancelled',
     FOLLOW_UP_SCHEDULED: 'Follow-up Needed',
     INFO_PROVIDED: 'Info Provided',
     NO_ANSWER: 'No Answer',
     WRONG_NUMBER: 'Wrong Number',
-    CALLBACK_REQUESTED: 'Not Interested',
+    NOT_INTERESTED: 'Not Interested',
+    CALLBACK_REQUESTED: 'Callback Requested',
 };
 
 export const IncomingCallCard = ({ callState, lead, activities, campaigns, onDisposition, completedDisposition }: IncomingCallCardProps) => {

src/components/call-desk/transfer-dialog.tsx

@@ -56,18 +56,18 @@ export const TransferDialog = ({ ucid, currentAgentId, onClose, onTransferred }:
         const fetchTargets = async () => {
             try {
                 const [agentsRes, doctorsRes] = await Promise.all([
-                    apiClient.graphql<any>(`{ agents(first: 20) { edges { node { id name ozonetelagentid sipextension } } } }`),
+                    apiClient.graphql<any>(`{ agents(first: 20) { edges { node { id name ozonetelAgentId sipExtension } } } }`),
                     apiClient.graphql<any>(`{ doctors(first: 20) { edges { node { id name department phone { primaryPhoneNumber } } } } }`),
                 ]);
 
                 const agents: TransferTarget[] = (agentsRes.agents?.edges ?? [])
                     .map((e: any) => e.node)
-                    .filter((a: any) => a.ozonetelagentid !== currentAgentId)
+                    .filter((a: any) => a.ozonetelAgentId !== currentAgentId)
                     .map((a: any) => ({
                         id: a.id,
                         name: a.name,
                         type: 'agent' as const,
-                        phoneNumber: `0${a.sipextension}`,
+                        phoneNumber: `0${a.sipExtension}`,
                         status: 'offline' as const,
                     }));
 

src/components/call-desk/worklist-panel.tsx

@@ -36,6 +36,8 @@ type WorklistFollowUp = {
     followUpStatus: string | null;
     scheduledAt: string | null;
     priority: string | null;
+    patientName?: string;
+    patientPhone?: string;
 };
 
 type MissedCall = {
@@ -45,11 +47,12 @@ type MissedCall = {
     callerNumber: { number: string; callingCode: string }[] | null;
     startedAt: string | null;
     leadId: string | null;
+    leadName: string | null;
     disposition: string | null;
-    callbackstatus: string | null;
+    callbackStatus: string | null;
-    callsourcenumber: string | null;
+    callSourceNumber: string | null;
-    missedcallcount: number | null;
+    missedCallCount: number | null;
-    callbackattemptedat: string | null;
+    callbackAttemptedAt: string | null;
 };
 
 type MissedSubTab = 'pending' | 'attempted' | 'completed' | 'invalid';
@@ -107,7 +110,9 @@ const followUpLabel: Record<string, string> = {
     REVIEW_REQUEST: 'Review',
 };
 
-const computeSla = (dateStr: string): { label: string; color: 'success' | 'warning' | 'error' } => {
+// SLA for reactive work — missed calls / unanswered leads. Measures time
+// elapsed since the trigger: longer wait = worse SLA.
+const computeReactiveSla = (dateStr: string): { label: string; color: 'success' | 'warning' | 'error' } => {
     const minutes = Math.max(0, Math.round((Date.now() - new Date(dateStr).getTime()) / 60000));
     if (minutes < 1) return { label: '<1m', color: 'success' };
     if (minutes < 15) return { label: `${minutes}m`, color: 'success' };
@@ -118,6 +123,34 @@ const computeSla = (dateStr: string): { label: string; color: 'success' | 'warni
     return { label: `${Math.floor(hours / 24)}d`, color: 'error' };
 };
 
+// SLA for scheduled work — follow-ups / callbacks. Measures time remaining
+// until the scheduled slot. Green when comfortably ahead, warning when
+// due soon, error when overdue.
+const computeScheduledSla = (scheduledAt: string): { label: string; color: 'success' | 'warning' | 'error' } => {
+    const minutes = Math.round((new Date(scheduledAt).getTime() - Date.now()) / 60000);
+    if (minutes < 0) {
+        const overdueMins = -minutes;
+        if (overdueMins < 60) return { label: `Overdue ${overdueMins}m`, color: 'error' };
+        const overdueHrs = Math.floor(overdueMins / 60);
+        if (overdueHrs < 24) return { label: `Overdue ${overdueHrs}h`, color: 'error' };
+        return { label: `Overdue ${Math.floor(overdueHrs / 24)}d`, color: 'error' };
+    }
+    if (minutes < 60) return { label: `Due in ${minutes}m`, color: 'warning' };
+    const hours = Math.floor(minutes / 60);
+    if (hours < 24) return { label: `Due in ${hours}h`, color: hours < 4 ? 'warning' : 'success' };
+    return { label: `Due in ${Math.floor(hours / 24)}d`, color: 'success' };
+};
+
+const computeSla = (
+    row: Pick<WorklistRow, 'type' | 'lastContactedAt' | 'createdAt'>,
+): { label: string; color: 'success' | 'warning' | 'error' } => {
+    if (row.type === 'follow-up' || row.type === 'callback') {
+        // scheduledAt was written into lastContactedAt during row construction.
+        return computeScheduledSla(row.lastContactedAt ?? row.createdAt);
+    }
+    return computeReactiveSla(row.lastContactedAt ?? row.createdAt);
+};
+
 const formatTimeAgo = (dateStr: string): string => {
     const minutes = Math.round((Date.now() - new Date(dateStr).getTime()) / 60000);
     if (minutes < 1) return 'Just now';
@@ -150,13 +183,13 @@ const buildRows = (missedCalls: MissedCall[], followUps: WorklistFollowUp[], lea
 
     for (const call of missedCalls) {
         const phone = call.callerNumber?.[0];
-        const countBadge = call.missedcallcount && call.missedcallcount > 1 ? ` (${call.missedcallcount}x)` : '';
+        const countBadge = call.missedCallCount && call.missedCallCount > 1 ? ` (${call.missedCallCount}x)` : '';
-        const sourceSuffix = call.callsourcenumber ? ` • ${call.callsourcenumber}` : '';
+        const sourceSuffix = call.callSourceNumber ? ` • ${call.callSourceNumber}` : '';
         rows.push({
             id: `mc-${call.id}`,
             type: 'missed',
             priority: 'HIGH',
-            name: (phone ? formatPhone(phone) : 'Unknown') + countBadge,
+            name: (call.leadName || (phone ? formatPhone(phone) : 'Unknown')) + countBadge,
             phone: phone ? formatPhone(phone) : '',
             phoneRaw: phone?.number ?? '',
             direction: call.callDirection === 'OUTBOUND' ? 'outbound' : 'inbound',
@@ -165,12 +198,12 @@ const buildRows = (missedCalls: MissedCall[], followUps: WorklistFollowUp[], lea
                 ? `Missed at ${formatTimeOnly(call.startedAt)}${sourceSuffix}`
                 : 'Missed call',
             createdAt: call.createdAt,
-            taskState: call.callbackstatus === 'CALLBACK_ATTEMPTED' ? 'ATTEMPTED' : 'PENDING',
+            taskState: call.callbackStatus === 'CALLBACK_ATTEMPTED' ? 'ATTEMPTED' : 'PENDING',
             leadId: call.leadId,
             originalLead: null,
-            lastContactedAt: call.callbackattemptedat ?? call.startedAt ?? call.createdAt,
+            lastContactedAt: call.callbackAttemptedAt ?? call.startedAt ?? call.createdAt,
             contactAttempts: 0,
-            source: call.callsourcenumber ?? null,
+            source: call.callSourceNumber ?? null,
             lastDisposition: call.disposition ?? null,
             missedCallId: call.id,
         });
@@ -179,13 +212,20 @@ const buildRows = (missedCalls: MissedCall[], followUps: WorklistFollowUp[], lea
     for (const fu of followUps) {
         const isOverdue = fu.followUpStatus === 'OVERDUE' || (fu.scheduledAt !== null && new Date(fu.scheduledAt) < new Date());
         const label = followUpLabel[fu.followUpType ?? ''] ?? fu.followUpType ?? 'Follow-up';
+        // Sidecar enriches follow-ups with patient name/phone when a
+        // patientId is linked. Fall back to the generic type label when
+        // no patient is attached.
+        const displayName = fu.patientName?.trim() || label;
+        const phoneFormatted = fu.patientPhone
+            ? formatPhone({ number: fu.patientPhone, callingCode: '+91' })
+            : '';
         rows.push({
             id: `fu-${fu.id}`,
             type: fu.followUpType === 'CALLBACK' ? 'callback' : 'follow-up',
             priority: (fu.priority as WorklistRow['priority']) ?? (isOverdue ? 'HIGH' : 'NORMAL'),
-            name: label,
+            name: displayName,
-            phone: '',
+            phone: phoneFormatted,
-            phoneRaw: '',
+            phoneRaw: fu.patientPhone ?? '',
             direction: null,
             typeLabel: fu.followUpType === 'CALLBACK' ? 'Callback' : 'Follow-up',
             reason: fu.scheduledAt
@@ -230,8 +270,9 @@ const buildRows = (missedCalls: MissedCall[], followUps: WorklistFollowUp[], lea
         });
     }
 
-    // Remove rows without a phone number — agent can't act on them
+    // Keep all rows — follow-ups may have no phone and still need to be visible.
-    const actionableRows = rows.filter(r => r.phoneRaw);
+    // The PhoneActionCell renders a "No phone" placeholder when phoneRaw is empty.
+    const actionableRows = rows;
 
     // Sort by rules engine score if available, otherwise by priority + createdAt
     actionableRows.sort((a, b) => {
@@ -249,13 +290,15 @@ export const WorklistPanel = ({ missedCalls, followUps, leads, loading, onSelect
     const [tab, setTab] = useState<TabKey>('all');
     const [search, setSearch] = useState('');
     const [missedSubTab, setMissedSubTab] = useState<MissedSubTab>('pending');
-    const [sortDescriptor, setSortDescriptor] = useState<SortDescriptor>({ column: 'sla', direction: 'descending' });
+    // Default SLA sort is ascending — the bucket-sorted result puts the
+    // most-urgent rows at the top (overdue → oldest reactive → soonest due).
+    const [sortDescriptor, setSortDescriptor] = useState<SortDescriptor>({ column: 'sla', direction: 'ascending' });
 
     const missedByStatus = useMemo(() => ({
-        pending: missedCalls.filter(c => c.callbackstatus === 'PENDING_CALLBACK' || !c.callbackstatus),
+        pending: missedCalls.filter(c => c.callbackStatus === 'PENDING_CALLBACK' || !c.callbackStatus),
-        attempted: missedCalls.filter(c => c.callbackstatus === 'CALLBACK_ATTEMPTED'),
+        attempted: missedCalls.filter(c => c.callbackStatus === 'CALLBACK_ATTEMPTED'),
-        completed: missedCalls.filter(c => c.callbackstatus === 'CALLBACK_COMPLETED' || c.callbackstatus === 'WRONG_NUMBER'),
+        completed: missedCalls.filter(c => c.callbackStatus === 'CALLBACK_COMPLETED' || c.callbackStatus === 'WRONG_NUMBER'),
-        invalid: missedCalls.filter(c => c.callbackstatus === 'INVALID'),
+        invalid: missedCalls.filter(c => c.callbackStatus === 'INVALID'),
     }), [missedCalls]);
 
     const allRows = useMemo(
@@ -273,7 +316,7 @@ export const WorklistPanel = ({ missedCalls, followUps, leads, loading, onSelect
         let rows = allRows;
         if (tab === 'missed') rows = missedSubTabRows;
         else if (tab === 'leads') rows = rows.filter((r) => r.type === 'lead');
-        else if (tab === 'follow-ups') rows = rows.filter((r) => r.type === 'follow-up');
+        else if (tab === 'follow-ups') rows = rows.filter((r) => r.type === 'follow-up' || r.type === 'callback');
 
         if (search.trim()) {
             const q = search.toLowerCase();
@@ -295,8 +338,27 @@ export const WorklistPanel = ({ missedCalls, followUps, leads, loading, onSelect
                     case 'name':
                         return a.name.localeCompare(b.name) * dir;
                     case 'sla': {
+                        // Mixed SLA sort: SLA means different things by row type
+                        // (elapsed for reactive, remaining for scheduled). Bucket
+                        // rows by urgency, then sort within bucket — Overdue
+                        // first, then reactive (oldest-first), then scheduled
+                        // (soonest-due first). `dir` flips the whole ordering
+                        // so the user can still toggle ascending/descending.
+                        const urgencyBucket = (row: WorklistRow): number => {
+                            const isScheduled = row.type === 'follow-up' || row.type === 'callback';
+                            if (isScheduled) {
+                                const t = new Date(row.lastContactedAt ?? row.createdAt).getTime();
+                                return t < Date.now() ? 0 : 2; // 0 = overdue, 2 = upcoming
+                            }
+                            return 1; // reactive (missed / lead)
+                        };
+                        const ba = urgencyBucket(a);
+                        const bb = urgencyBucket(b);
+                        if (ba !== bb) return (ba - bb) * dir;
                         const ta = new Date(a.lastContactedAt ?? a.createdAt).getTime();
                         const tb = new Date(b.lastContactedAt ?? b.createdAt).getTime();
+                        // Within a bucket, ascending time = most urgent first
+                        // (oldest overdue, oldest reactive, soonest upcoming).
                         return (ta - tb) * dir;
                     }
                     default:
@@ -310,7 +372,7 @@ export const WorklistPanel = ({ missedCalls, followUps, leads, loading, onSelect
 
     const missedCount = allRows.filter((r) => r.type === 'missed').length;
     const leadCount = allRows.filter((r) => r.type === 'lead').length;
-    const followUpCount = allRows.filter((r) => r.type === 'follow-up').length;
+    const followUpCount = allRows.filter((r) => r.type === 'follow-up' || r.type === 'callback').length;
 
     // Notification for new missed calls
     const prevMissedCount = useRef(missedCount);
@@ -380,7 +442,7 @@ export const WorklistPanel = ({ missedCalls, followUps, leads, loading, onSelect
             {/* Missed call status sub-tabs */}
             {tab === 'missed' && (
                 <div className="flex shrink-0 gap-1 px-5 py-2 border-b border-secondary">
-                    {(['pending', 'attempted', 'completed', 'invalid'] as MissedSubTab[]).map(sub => (
+                    {(['pending', 'attempted'] as MissedSubTab[]).map(sub => (
                         <button
                             key={sub}
                             onClick={() => { setMissedSubTab(sub); setPage(1); }}
@@ -421,7 +483,7 @@ export const WorklistPanel = ({ missedCalls, followUps, leads, loading, onSelect
                     <Table.Body items={pagedRows}>
                         {(row) => {
                             const priority = priorityConfig[row.priority] ?? priorityConfig.NORMAL;
-                            const sla = computeSla(row.lastContactedAt ?? row.createdAt);
+                            const sla = computeSla(row);
                             const isSelected = row.originalLead !== null && row.originalLead.id === selectedLeadId;
 
                             // Sub-line: last interaction context

src/components/layout/sidebar.tsx

@@ -280,7 +280,7 @@ export const Sidebar = ({ activeUrl = "/" }: SidebarProps) => {
                                 <div>
                                     <h3 className="text-lg font-semibold text-primary">Sign out?</h3>
                                     <p className="mt-1 text-sm text-tertiary">
-                                        You will be logged out of Helix Engage and your Ozonetel agent session will end. Any active calls will be disconnected.
+                                        You will be logged out of Helix Engage and your telephony account. Any active calls will be disconnected.
                                     </p>
                                 </div>
                                 <div className="flex w-full gap-3">

src/hooks/use-agent-state.ts

@@ -52,7 +52,7 @@ export const useAgentState = (agentId: string | null): { state: OzonetelState; s
                     localStorage.removeItem('helix_agent_config');
                     localStorage.removeItem('helix_user');
 
-                    import('@/state/sip-manager').then(({ disconnectSip }) => disconnectSip()).catch(() => {});
+                    import('@/state/sip-manager').then(({ disconnectSip }) => disconnectSip(false, 'agent-state-offline')).catch(() => {});
 
                     setTimeout(() => { window.location.href = '/login'; }, 1500);
                     return;

src/hooks/use-performance-alerts.ts

@@ -47,7 +47,7 @@ export const usePerformanceAlerts = () => {
         let idx = 0;
 
         for (const agent of teamPerf.agents) {
-            const agentCalls = calls.filter(c => c.agentName === agent.name || c.agentName === agent.ozonetelagentid);
+            const agentCalls = calls.filter(c => c.agentName === agent.name || c.agentName === agent.ozonetelAgentId);
             const totalCalls = agentCalls.length;
             const agentAppts = agentCalls.filter((c: any) => c.disposition === 'APPOINTMENT_BOOKED').length;
             const convPercent = totalCalls > 0 ? Math.round((agentAppts / totalCalls) * 100) : 0;
@@ -55,14 +55,14 @@ export const usePerformanceAlerts = () => {
             const tb = agent.timeBreakdown;
             const idleMinutes = tb ? Math.round(parseTime(tb.totalIdleTime ?? '0:0:0') / 60) : 0;
 
-            if (agent.maxidleminutes && idleMinutes > agent.maxidleminutes) {
+            if (agent.maxIdleMinutes && idleMinutes > agent.maxIdleMinutes) {
-                list.push({ id: `idle-${idx++}`, agent: agent.name ?? agent.ozonetelagentid, type: 'Excessive Idle Time', value: `${idleMinutes}m`, severity: 'error', dismissed: false });
+                list.push({ id: `idle-${idx++}`, agent: agent.name ?? agent.ozonetelAgentId, type: 'Excessive Idle Time', value: `${idleMinutes}m`, severity: 'error', dismissed: false });
             }
-            if (agent.minnpsthreshold && (agent.npsscore ?? 100) < agent.minnpsthreshold) {
+            if (agent.minNpsThreshold && (agent.npsScore ?? 100) < agent.minNpsThreshold) {
-                list.push({ id: `nps-${idx++}`, agent: agent.name ?? agent.ozonetelagentid, type: 'Low NPS', value: String(agent.npsscore ?? 0), severity: 'warning', dismissed: false });
+                list.push({ id: `nps-${idx++}`, agent: agent.name ?? agent.ozonetelAgentId, type: 'Low NPS', value: String(agent.npsScore ?? 0), severity: 'warning', dismissed: false });
             }
-            if (agent.minconversionpercent && convPercent < agent.minconversionpercent) {
+            if (agent.minConversionPercent && convPercent < agent.minConversionPercent) {
-                list.push({ id: `conv-${idx++}`, agent: agent.name ?? agent.ozonetelagentid, type: 'Low Conversion', value: `${convPercent}%`, severity: 'warning', dismissed: false });
+                list.push({ id: `conv-${idx++}`, agent: agent.name ?? agent.ozonetelAgentId, type: 'Low Conversion', value: `${convPercent}%`, severity: 'warning', dismissed: false });
             }
         }
 

src/hooks/use-worklist.ts

@@ -15,10 +15,11 @@ type MissedCall = {
     disposition: string | null;
     callNotes: string | null;
     leadId: string | null;
-    callbackstatus: string | null;
+    leadName: string | null;
-    callsourcenumber: string | null;
+    callbackStatus: string | null;
-    missedcallcount: number | null;
+    callSourceNumber: string | null;
-    callbackattemptedat: string | null;
+    missedCallCount: number | null;
+    callbackAttemptedAt: string | null;
 };
 
 type WorklistFollowUp = {
@@ -32,6 +33,8 @@ type WorklistFollowUp = {
     assignedAgent: string | null;
     patientId: string | null;
     callId: string | null;
+    patientName?: string;
+    patientPhone?: string;
 };
 
 type WorklistLead = {

src/lib/sip-client.ts

@@ -7,6 +7,10 @@ export class SIPClient {
     private ua: JsSIP.UA | null = null;
     private currentSession: RTCSession | null = null;
     private audioElement: HTMLAudioElement | null = null;
+    // Watchdog that alerts if REGISTER never completes after a connect.
+    // Cleared on 'registered' / 'registrationFailed' / disconnect.
+    private registrationWatchdog: number | null = null;
+    private readonly REGISTRATION_TIMEOUT_MS = 15_000;
 
     constructor(
         private config: SIPConfig,
@@ -36,28 +40,43 @@ export class SIPClient {
 
         this.ua = new JsSIP.UA(configuration);
 
+        console.log(`[SIP] start() uri=${this.config.uri} ws=${this.config.wsServer} expires=${configuration.register_expires}s`);
+
+        this.ua.on('connecting', () => {
+            console.log('[SIP] WebSocket connecting…');
+        });
+
         this.ua.on('connected', () => {
-            console.log('[SIP] WebSocket connected');
+            console.log('[SIP] WebSocket connected — waiting for REGISTER');
             this.onConnectionChange('connected');
         });
 
-        this.ua.on('disconnected', () => {
+        this.ua.on('disconnected', (e: any) => {
-            console.log('[SIP] WebSocket disconnected');
+            const code = e?.code ?? 'n/a';
+            const reason = e?.reason ?? 'unknown';
+            console.log(`[SIP] WebSocket disconnected — code=${code} reason=${reason}`);
+            this.clearRegistrationWatchdog();
             this.onConnectionChange('disconnected');
         });
 
         this.ua.on('registered', () => {
             console.log('[SIP] Registered successfully');
+            this.clearRegistrationWatchdog();
             this.onConnectionChange('registered');
         });
 
         this.ua.on('unregistered', () => {
             console.log('[SIP] Unregistered');
+            this.clearRegistrationWatchdog();
             this.onConnectionChange('disconnected');
         });
 
-        this.ua.on('registrationFailed', () => {
+        this.ua.on('registrationFailed', (e: any) => {
-            console.error('[SIP] Registration failed');
+            const cause = e?.cause ?? 'unknown';
+            const statusCode = e?.response?.status_code ?? 'n/a';
+            const reasonPhrase = e?.response?.reason_phrase ?? '';
+            console.error(`[SIP] Registration failed — cause=${cause} status=${statusCode} ${reasonPhrase}`);
+            this.clearRegistrationWatchdog();
             this.onConnectionChange('error');
         });
 
@@ -125,9 +144,25 @@ export class SIPClient {
         });
 
         this.ua.start();
+
+        // Arm the registration watchdog. If we don't hear 'registered' or
+        // 'registrationFailed' within the timeout, surface a visible error so
+        // the user isn't left staring at "Connecting to telephony…" forever.
+        this.registrationWatchdog = window.setTimeout(() => {
+            console.error(`[SIP] Registration timeout — no REGISTER response after ${this.REGISTRATION_TIMEOUT_MS}ms. Check SIP credentials / WebSocket reachability.`);
+            this.onConnectionChange('error');
+        }, this.REGISTRATION_TIMEOUT_MS);
+    }
+
+    private clearRegistrationWatchdog(): void {
+        if (this.registrationWatchdog !== null) {
+            window.clearTimeout(this.registrationWatchdog);
+            this.registrationWatchdog = null;
+        }
     }
 
     disconnect(): void {
+        this.clearRegistrationWatchdog();
         this.hangup();
         if (this.ua) {
             this.ua.stop();

src/pages/agent-detail.tsx

@@ -65,10 +65,13 @@ const formatPhoneDisplay = (call: Call): string => {
 
 const dispositionConfig: Record<CallDisposition, { label: string; color: 'success' | 'brand' | 'blue-light' | 'warning' | 'gray' | 'error' }> = {
     APPOINTMENT_BOOKED: { label: 'Appt Booked', color: 'success' },
+    APPOINTMENT_RESCHEDULED: { label: 'Appt Rescheduled', color: 'warning' },
+    APPOINTMENT_CANCELLED: { label: 'Appt Cancelled', color: 'error' },
     FOLLOW_UP_SCHEDULED: { label: 'Follow-up', color: 'brand' },
     INFO_PROVIDED: { label: 'Info Provided', color: 'blue-light' },
     NO_ANSWER: { label: 'No Answer', color: 'warning' },
     WRONG_NUMBER: { label: 'Wrong Number', color: 'gray' },
+    NOT_INTERESTED: { label: 'Not Interested', color: 'error' },
     CALLBACK_REQUESTED: { label: 'Callback', color: 'brand' },
 };
 

src/pages/all-leads.tsx

@@ -1,6 +1,6 @@
 import type { FC } from 'react';
 import { useMemo, useState } from 'react';
-import { useSearchParams } from 'react-router';
+import { useSearchParams, useNavigate } from 'react-router';
 import { FontAwesomeIcon } from '@fortawesome/react-fontawesome';
 import { faArrowLeft, faArrowDownToLine, faMagnifyingGlass } from '@fortawesome/pro-duotone-svg-icons';
 
@@ -38,6 +38,7 @@ const PAGE_SIZE = 15;
 
 export const AllLeadsPage = () => {
     const { user } = useAuth();
+    const navigate = useNavigate();
     const [searchParams] = useSearchParams();
     const initialSource = searchParams.get('source') as LeadSource | null;
     const [tab, setTab] = useState<TabKey>('new');
@@ -231,11 +232,11 @@ export const AllLeadsPage = () => {
                 <div className="flex shrink-0 items-center justify-between px-6 py-3 border-b border-secondary">
                     <div className="flex items-center gap-3">
                         <Button
-                            href="/"
+                            onClick={() => navigate(-1)}
                             color="secondary"
                             size="sm"
                             iconLeading={ArrowLeft}
-                            aria-label="Back to workspace"
+                            aria-label="Back"
                         />
 
                         <Tabs selectedKey={tab} onSelectionChange={handleTabChange}>

src/pages/appointments.tsx

@@ -217,7 +217,7 @@ export const AppointmentsPage = () => {
                                                 <span className="text-xs text-tertiary">{appt.department ?? '—'}</span>
                                             </Table.Cell>
                                             <Table.Cell>
-                                                <span className="text-xs text-tertiary truncate block max-w-[130px]">{branch}</span>
+                                                <span className="text-xs text-tertiary truncate block max-w-[180px]" title={branch}>{branch}</span>
                                             </Table.Cell>
                                             <Table.Cell>
                                                 <Badge size="sm" color={statusColor} type="pill-color">

src/pages/call-history.tsx

@@ -35,10 +35,13 @@ const filterItems = [
 
 const dispositionConfig: Record<CallDisposition, { label: string; color: 'success' | 'brand' | 'blue-light' | 'warning' | 'gray' | 'error' }> = {
     APPOINTMENT_BOOKED: { label: 'Appt Booked', color: 'success' },
+    APPOINTMENT_RESCHEDULED: { label: 'Appt Rescheduled', color: 'warning' },
+    APPOINTMENT_CANCELLED: { label: 'Appt Cancelled', color: 'error' },
     FOLLOW_UP_SCHEDULED: { label: 'Follow-up', color: 'brand' },
     INFO_PROVIDED: { label: 'Info Provided', color: 'blue-light' },
     NO_ANSWER: { label: 'No Answer', color: 'warning' },
     WRONG_NUMBER: { label: 'Wrong Number', color: 'gray' },
+    NOT_INTERESTED: { label: 'Not Interested', color: 'error' },
     CALLBACK_REQUESTED: { label: 'Callback', color: 'brand' },
 };
 
@@ -139,8 +142,9 @@ export const CallHistoryPage = () => {
             return dateB - dateA;
         });
 
-        // Direction / status filter
+        // Direction / status filter. "Inbound" shows answered inbound only — missed
-        if (filter === 'inbound') result = result.filter((c) => c.callDirection === 'INBOUND');
+        // calls have their own dedicated filter so they don't double-appear.
+        if (filter === 'inbound') result = result.filter((c) => c.callDirection === 'INBOUND' && c.callStatus !== 'MISSED');
         else if (filter === 'outbound') result = result.filter((c) => c.callDirection === 'OUTBOUND');
         else if (filter === 'missed') result = result.filter((c) => c.callStatus === 'MISSED');
 

src/pages/missed-calls.tsx

@@ -22,10 +22,10 @@ type MissedCallRecord = {
     callerNumber: { primaryPhoneNumber: string } | null;
     agentName: string | null;
     startedAt: string | null;
-    callsourcenumber: string | null;
+    callSourceNumber: string | null;
-    callbackstatus: string | null;
+    callbackStatus: string | null;
-    missedcallcount: number | null;
+    missedCallCount: number | null;
-    callbackattemptedat: string | null;
+    callbackAttemptedAt: string | null;
     sla: number | null;
 };
 
@@ -35,7 +35,7 @@ const QUERY = `{ calls(first: 200, filter: {
     callStatus: { eq: MISSED }
 }, orderBy: [{ startedAt: DescNullsLast }]) { edges { node {
     id callerNumber { primaryPhoneNumber } agentName
-    startedAt callsourcenumber callbackstatus missedcallcount callbackattemptedat sla
+    startedAt callSourceNumber callbackStatus missedCallCount callbackAttemptedAt sla
 } } } }`;
 
 const PAGE_SIZE = 15;
@@ -92,7 +92,7 @@ export const MissedCallsPage = () => {
     const statusCounts = useMemo(() => {
         const counts: Record<string, number> = {};
         for (const c of calls) {
-            const s = c.callbackstatus ?? 'PENDING_CALLBACK';
+            const s = c.callbackStatus ?? 'PENDING_CALLBACK';
             counts[s] = (counts[s] ?? 0) + 1;
         }
         return counts;
@@ -100,16 +100,16 @@ export const MissedCallsPage = () => {
 
     const filtered = useMemo(() => {
         let rows = calls;
-        if (tab === 'PENDING_CALLBACK') rows = rows.filter(c => c.callbackstatus === 'PENDING_CALLBACK' || !c.callbackstatus);
+        if (tab === 'PENDING_CALLBACK') rows = rows.filter(c => c.callbackStatus === 'PENDING_CALLBACK' || !c.callbackStatus);
-        else if (tab === 'CALLBACK_ATTEMPTED') rows = rows.filter(c => c.callbackstatus === 'CALLBACK_ATTEMPTED');
+        else if (tab === 'CALLBACK_ATTEMPTED') rows = rows.filter(c => c.callbackStatus === 'CALLBACK_ATTEMPTED');
-        else if (tab === 'CALLBACK_COMPLETED') rows = rows.filter(c => c.callbackstatus === 'CALLBACK_COMPLETED' || c.callbackstatus === 'WRONG_NUMBER');
+        else if (tab === 'CALLBACK_COMPLETED') rows = rows.filter(c => c.callbackStatus === 'CALLBACK_COMPLETED' || c.callbackStatus === 'WRONG_NUMBER');
 
         if (search.trim()) {
             const q = search.toLowerCase();
             rows = rows.filter(c =>
                 (c.callerNumber?.primaryPhoneNumber ?? '').includes(q) ||
                 (c.agentName ?? '').toLowerCase().includes(q) ||
-                (c.callsourcenumber ?? '').toLowerCase().includes(q),
+                (c.callSourceNumber ?? '').toLowerCase().includes(q),
             );
         }
 
@@ -122,7 +122,7 @@ export const MissedCallsPage = () => {
                         const tb = b.startedAt ? new Date(b.startedAt).getTime() : 0;
                         return (ta - tb) * dir;
                     }
-                    case 'count': return ((a.missedcallcount ?? 1) - (b.missedcallcount ?? 1)) * dir;
+                    case 'count': return ((a.missedCallCount ?? 1) - (b.missedCallCount ?? 1)) * dir;
                     case 'sla': return ((a.sla ?? 0) - (b.sla ?? 0)) * dir;
                     case 'agent': return (a.agentName ?? '').localeCompare(b.agentName ?? '') * dir;
                     default: return 0;
@@ -190,7 +190,7 @@ export const MissedCallsPage = () => {
                                 <Table.Body items={pagedRows}>
                                     {(call) => {
                                         const phone = call.callerNumber?.primaryPhoneNumber ?? '';
-                                        const status = call.callbackstatus ?? 'PENDING_CALLBACK';
+                                        const status = call.callbackStatus ?? 'PENDING_CALLBACK';
 
                                         return (
                                             <Table.Row id={call.id}>
@@ -213,7 +213,7 @@ export const MissedCallsPage = () => {
                                                 )}
                                                 {visibleColumns.has('branch') && (
                                                     <Table.Cell>
-                                                        <span className="text-xs text-tertiary">{call.callsourcenumber || '—'}</span>
+                                                        <span className="text-xs text-tertiary">{call.callSourceNumber || '—'}</span>
                                                     </Table.Cell>
                                                 )}
                                                 {visibleColumns.has('agent') && (
@@ -223,8 +223,8 @@ export const MissedCallsPage = () => {
                                                 )}
                                                 {visibleColumns.has('count') && (
                                                     <Table.Cell>
-                                                        {call.missedcallcount && call.missedcallcount > 1 ? (
+                                                        {call.missedCallCount && call.missedCallCount > 1 ? (
-                                                            <Badge size="sm" color="warning" type="pill-color">{call.missedcallcount}x</Badge>
+                                                            <Badge size="sm" color="warning" type="pill-color">{call.missedCallCount}x</Badge>
                                                         ) : <span className="text-xs text-quaternary">1</span>}
                                                     </Table.Cell>
                                                 )}
@@ -256,10 +256,10 @@ export const MissedCallsPage = () => {
                                                 )}
                                                 {visibleColumns.has('callback') && (
                                                     <Table.Cell>
-                                                        {call.callbackattemptedat ? (
+                                                        {call.callbackAttemptedAt ? (
                                                             <div>
-                                                                <span className="text-sm text-primary">{formatDateOrdinal(call.callbackattemptedat)}</span>
+                                                                <span className="text-sm text-primary">{formatDateOrdinal(call.callbackAttemptedAt)}</span>
-                                                                <span className="block text-xs text-tertiary">{formatTimeOnly(call.callbackattemptedat)}</span>
+                                                                <span className="block text-xs text-tertiary">{formatTimeOnly(call.callbackAttemptedAt)}</span>
                                                             </div>
                                                         ) : <span className="text-xs text-quaternary">—</span>}
                                                     </Table.Cell>

src/pages/patient-360.tsx

@@ -51,10 +51,13 @@ const DEFAULT_CONFIG: ActivityConfig = { icon: '📌', dotClass: 'bg-tertiary',
 
 const DISPOSITION_COLORS: Record<CallDisposition, 'success' | 'brand' | 'blue' | 'error' | 'warning' | 'gray'> = {
     APPOINTMENT_BOOKED: 'success',
+    APPOINTMENT_RESCHEDULED: 'warning',
+    APPOINTMENT_CANCELLED: 'error',
     FOLLOW_UP_SCHEDULED: 'brand',
     INFO_PROVIDED: 'blue',
     WRONG_NUMBER: 'error',
     NO_ANSWER: 'warning',
+    NOT_INTERESTED: 'error',
     CALLBACK_REQUESTED: 'gray',
 };
 

src/pages/patients.tsx

@@ -11,7 +11,7 @@ import { Badge } from '@/components/base/badges/badges';
 import { Input } from '@/components/base/input/input';
 import { Table, TableCard } from '@/components/application/table/table';
 import { PaginationPageDefault } from '@/components/application/pagination/pagination';
-import { TopBar } from '@/components/layout/top-bar';
+
 import { ClickToCallButton } from '@/components/call-desk/click-to-call-button';
 import { PatientProfilePanel } from '@/components/shared/patient-profile-panel';
 import { useData } from '@/providers/data-provider';
@@ -86,8 +86,6 @@ export const PatientsPage = () => {
 
     return (
         <div className="flex flex-1 flex-col overflow-hidden">
-            <TopBar title="Patients" subtitle={`${filteredPatients.length} patients`} />
-
             <div className="flex flex-1 overflow-hidden">
                 <div className="flex flex-1 flex-col overflow-y-auto p-7">
                 <TableCard.Root size="sm">
@@ -141,7 +139,7 @@ export const PatientsPage = () => {
                                 <Table.Head label="AGE" />
                                 <Table.Head label="ACTIONS" />
                             </Table.Header>
-                            <Table.Body items={pagedPatients}>
+                            <Table.Body items={pagedPatients} dependencies={[selectedPatient?.id]}>
                                 {(patient) => {
                                     const displayName = getPatientDisplayName(patient);
                                     const age = computeAge(patient.dateOfBirth);

src/pages/team-performance.tsx

@@ -33,11 +33,11 @@ const parseTime = (timeStr: string): number => {
 
 type AgentPerf = {
     name: string;
-    ozonetelagentid: string;
+    ozonetelAgentId: string;
-    npsscore: number | null;
+    npsScore: number | null;
-    maxidleminutes: number | null;
+    maxIdleMinutes: number | null;
-    minnpsthreshold: number | null;
+    minNpsThreshold: number | null;
-    minconversionpercent: number | null;
+    minConversionPercent: number | null;
     calls: number;
     inbound: number;
     missed: number;
@@ -112,7 +112,7 @@ export const TeamPerformancePage = () => {
                 if (teamAgents.length > 0) {
                     // Real Ozonetel data available
                     agentPerfs = teamAgents.map((agent: any) => {
-                        const agentCalls = calls.filter((c: any) => c.agentName === agent.name || c.agentName === agent.ozonetelagentid);
+                        const agentCalls = calls.filter((c: any) => c.agentName === agent.name || c.agentName === agent.ozonetelAgentId);
                         const agentLeads = leads.filter((l: any) => l.assignedAgent === agent.name);
                         const agentFollowUps = followUps.filter((f: any) => f.assignedAgent === agent.name);
                         const agentAppts = agentCalls.filter((c: any) => c.callStatus === 'COMPLETED').length;
@@ -127,12 +127,12 @@ export const TeamPerformancePage = () => {
                         const breakSec = tb ? parseTime(tb.totalPauseTime ?? '0:0:0') : 0;
 
                         return {
-                            name: agent.name ?? agent.ozonetelagentid,
+                            name: agent.name ?? agent.ozonetelAgentId,
-                            ozonetelagentid: agent.ozonetelagentid,
+                            ozonetelAgentId: agent.ozonetelAgentId,
-                            npsscore: agent.npsscore,
+                            npsScore: agent.npsScore,
-                            maxidleminutes: agent.maxidleminutes,
+                            maxIdleMinutes: agent.maxIdleMinutes,
-                            minnpsthreshold: agent.minnpsthreshold,
+                            minNpsThreshold: agent.minNpsThreshold,
-                            minconversionpercent: agent.minconversionpercent,
+                            minConversionPercent: agent.minConversionPercent,
                             calls: totalCalls,
                             inbound,
                             missed,
@@ -159,11 +159,11 @@ export const TeamPerformancePage = () => {
 
                         return {
                             name,
-                            ozonetelagentid: name,
+                            ozonetelAgentId: name,
-                            npsscore: null,
+                            npsScore: null,
-                            maxidleminutes: null,
+                            maxIdleMinutes: null,
-                            minnpsthreshold: null,
+                            minNpsThreshold: null,
-                            minconversionpercent: null,
+                            minConversionPercent: null,
                             calls: totalCalls,
                             inbound: agentCalls.filter((c: any) => c.direction === 'INBOUND').length,
                             missed: agentCalls.filter((c: any) => c.callStatus === 'MISSED').length,
@@ -223,9 +223,9 @@ export const TeamPerformancePage = () => {
 
     // NPS
     const avgNps = useMemo(() => {
-        const withNps = agents.filter(a => a.npsscore != null);
+        const withNps = agents.filter(a => a.npsScore != null);
         if (withNps.length === 0) return 0;
-        return Math.round(withNps.reduce((sum, a) => sum + (a.npsscore ?? 0), 0) / withNps.length);
+        return Math.round(withNps.reduce((sum, a) => sum + (a.npsScore ?? 0), 0) / withNps.length);
     }, [agents]);
 
     const npsOption = useMemo(() => ({
@@ -246,13 +246,13 @@ export const TeamPerformancePage = () => {
     const alerts = useMemo(() => {
         const list: { agent: string; type: string; value: string; severity: 'error' | 'warning' }[] = [];
         for (const a of agents) {
-            if (a.maxidleminutes && a.idleMinutes > a.maxidleminutes) {
+            if (a.maxIdleMinutes && a.idleMinutes > a.maxIdleMinutes) {
                 list.push({ agent: a.name, type: 'Excessive Idle Time', value: `${a.idleMinutes}m`, severity: 'error' });
             }
-            if (a.minnpsthreshold && (a.npsscore ?? 100) < a.minnpsthreshold) {
+            if (a.minNpsThreshold && (a.npsScore ?? 100) < a.minNpsThreshold) {
-                list.push({ agent: a.name, type: 'Low NPS', value: String(a.npsscore ?? 0), severity: 'warning' });
+                list.push({ agent: a.name, type: 'Low NPS', value: String(a.npsScore ?? 0), severity: 'warning' });
             }
-            if (a.minconversionpercent && a.convPercent < a.minconversionpercent) {
+            if (a.minConversionPercent && a.convPercent < a.minConversionPercent) {
                 list.push({ agent: a.name, type: 'Low Conversion', value: `${a.convPercent}%`, severity: 'warning' });
             }
         }
@@ -332,7 +332,7 @@ export const TeamPerformancePage = () => {
                             </Table.Header>
                             <Table.Body items={agents}>
                                 {(agent) => (
-                                    <Table.Row id={agent.ozonetelagentid || agent.name}>
+                                    <Table.Row id={agent.ozonetelAgentId || agent.name}>
                                         <Table.Cell><span className="text-sm font-medium text-primary">{agent.name}</span></Table.Cell>
                                         <Table.Cell><span className="text-sm text-primary">{agent.calls}</span></Table.Cell>
                                         <Table.Cell><span className="text-sm text-primary">{agent.inbound}</span></Table.Cell>
@@ -345,12 +345,12 @@ export const TeamPerformancePage = () => {
                                             </span>
                                         </Table.Cell>
                                         <Table.Cell>
-                                            <span className={cx('text-sm font-bold', (agent.npsscore ?? 0) >= 70 ? 'text-success-primary' : (agent.npsscore ?? 0) >= 50 ? 'text-warning-primary' : 'text-error-primary')}>
+                                            <span className={cx('text-sm font-bold', (agent.npsScore ?? 0) >= 70 ? 'text-success-primary' : (agent.npsScore ?? 0) >= 50 ? 'text-warning-primary' : 'text-error-primary')}>
-                                                {agent.npsscore ?? '—'}
+                                                {agent.npsScore ?? '—'}
                                             </span>
                                         </Table.Cell>
                                         <Table.Cell>
-                                            <span className={cx('text-sm', agent.maxidleminutes && agent.idleMinutes > agent.maxidleminutes ? 'text-error-primary font-bold' : 'text-primary')}>
+                                            <span className={cx('text-sm', agent.maxIdleMinutes && agent.idleMinutes > agent.maxIdleMinutes ? 'text-error-primary font-bold' : 'text-primary')}>
                                                 {agent.idleMinutes}m
                                             </span>
                                         </Table.Cell>
@@ -389,7 +389,7 @@ export const TeamPerformancePage = () => {
                         <div className="grid grid-cols-2 lg:grid-cols-3 gap-3">
                             {agents.map(agent => {
                                 const total = agent.activeMinutes + agent.wrapMinutes + agent.idleMinutes + agent.breakMinutes || 1;
-                                const isHighIdle = agent.maxidleminutes && agent.idleMinutes > agent.maxidleminutes;
+                                const isHighIdle = agent.maxIdleMinutes && agent.idleMinutes > agent.maxIdleMinutes;
                                 return (
                                     <div key={agent.name} className={cx('rounded-lg border p-3', isHighIdle ? 'border-error bg-error-secondary' : 'border-secondary')}>
                                         <p className="text-xs font-semibold text-primary mb-2">{agent.name}</p>
@@ -417,7 +417,7 @@ export const TeamPerformancePage = () => {
                     <div className="flex gap-4">
                         <div className="flex-1 rounded-xl border border-secondary bg-primary p-4">
                             <h3 className="text-sm font-semibold text-secondary mb-2">Overall NPS</h3>
-                            {agents.every(a => a.npsscore == null) ? (
+                            {agents.every(a => a.npsScore == null) ? (
                                 <div className="flex items-center justify-center py-8">
                                     <p className="text-xs text-tertiary">NPS data unavailable — configure NPS scores on agent profiles.</p>
                                 </div>
@@ -425,13 +425,13 @@ export const TeamPerformancePage = () => {
                             <>
                             <ReactECharts option={npsOption} style={{ height: 150 }} />
                             <div className="space-y-1 mt-2">
-                                {agents.filter(a => a.npsscore != null).map(a => (
+                                {agents.filter(a => a.npsScore != null).map(a => (
                                     <div key={a.name} className="flex items-center gap-2">
                                         <span className="text-xs text-secondary w-28 truncate">{a.name}</span>
                                         <div className="flex-1 h-2 rounded-full bg-tertiary overflow-hidden">
-                                            <div className={cx('h-full rounded-full', (a.npsscore ?? 0) >= 70 ? 'bg-success-solid' : (a.npsscore ?? 0) >= 50 ? 'bg-warning-solid' : 'bg-error-solid')} style={{ width: `${a.npsscore ?? 0}%` }} />
+                                            <div className={cx('h-full rounded-full', (a.npsScore ?? 0) >= 70 ? 'bg-success-solid' : (a.npsScore ?? 0) >= 50 ? 'bg-warning-solid' : 'bg-error-solid')} style={{ width: `${a.npsScore ?? 0}%` }} />
                                         </div>
-                                        <span className="text-xs font-bold text-primary w-8 text-right">{a.npsscore}</span>
+                                        <span className="text-xs font-bold text-primary w-8 text-right">{a.npsScore}</span>
                                     </div>
                                 ))}
                             </div>

src/providers/auth-provider.tsx

@@ -108,7 +108,7 @@ export const AuthProvider = ({ children }: AuthProviderProps) => {
 
         // Disconnect SIP before logout
         try {
-            disconnectSip(true);
+            disconnectSip(true, 'logout');
         } catch {}
 
         // Notify sidecar to unlock Redis session + Ozonetel logout — await before clearing tokens

src/providers/data-provider.tsx

@@ -116,6 +116,12 @@ export const DataProvider = ({ children }: DataProviderProps) => {
 
     useEffect(() => {
         fetchData();
+        // Poll every 30 seconds for fresh data (calls, leads, appointments)
+        const interval = setInterval(() => {
+            console.log('[DATA-PROVIDER] Polling for fresh data');
+            fetchData();
+        }, 30_000);
+        return () => clearInterval(interval);
     }, [fetchData]);
 
     const updateLead = (id: string, updates: Partial<Lead>) => {

src/providers/sip-provider.tsx

@@ -12,6 +12,7 @@ import {
 } from '@/state/sip-state';
 import { registerSipStateUpdater, connectSip, disconnectSip, getSipClient, setOutboundPending } from '@/state/sip-manager';
 import { apiClient } from '@/lib/api-client';
+import { notify } from '@/lib/toast';
 import type { SIPConfig } from '@/types/sip';
 
 // SIP config comes exclusively from the Agent entity (stored on login).
@@ -125,14 +126,14 @@ export const SipProvider = ({ children }: PropsWithChildren) => {
             }
         };
 
-        const handleUnload = () => disconnectSip(true);
+        const handleUnload = () => disconnectSip(true, 'page-unload');
 
         window.addEventListener('beforeunload', handleBeforeUnload);
         window.addEventListener('unload', handleUnload);
         return () => {
             window.removeEventListener('beforeunload', handleBeforeUnload);
             window.removeEventListener('unload', handleUnload);
-            disconnectSip(true); // force — component is unmounting
+            disconnectSip(true, 'sip-provider-unmount'); // force — component is unmounting
         };
     }, []); // empty deps — runs once on mount, cleanup only on unmount
 
@@ -156,6 +157,17 @@ export const useSip = () => {
 
     // Ozonetel outbound dial — single path for all outbound calls
     const dialOutbound = useCallback(async (phoneNumber: string): Promise<void> => {
+        // Hard guard — no dial is valid when SIP isn't registered, because
+        // the audio leg can't be established. Every entry point (worklist
+        // row, click-to-call, phone-action-cell, patient 360, etc.) funnels
+        // through this callback, so gating here is the single source of
+        // truth for "can this agent place a call right now?"
+        if (connectionStatus !== 'registered') {
+            notify.error('Telephony unavailable', 'Cannot place call — SIP is not registered. Check your connection.');
+            console.warn(`[DIAL] Blocked — SIP not registered (status=${connectionStatus})`);
+            return;
+        }
+
         // Block outbound calls when agent is on Break or Training
         const agentCfg = localStorage.getItem('helix_agent_config');
         if (agentCfg) {
@@ -166,7 +178,6 @@ export const useSip = () => {
                 const stateRes = await fetch(`/api/supervisor/agent-state?agentId=${agentId}`);
                 const stateData = await stateRes.json();
                 if (stateData.state === 'break' || stateData.state === 'training') {
-                    const { notify } = await import('@/lib/toast');
                     notify.info('Status: ' + stateData.state, 'Change status to Ready before placing calls');
                     return;
                 }
@@ -204,7 +215,7 @@ export const useSip = () => {
             setCallerNumber(null);
             throw new Error('Dial failed');
         }
-    }, [setCallState, setCallerNumber, setCallUcid]);
+    }, [setCallState, setCallerNumber, setCallUcid, connectionStatus]);
 
     const answer = useCallback(() => getSipClient()?.answer(), []);
     const reject = useCallback(() => getSipClient()?.reject(), []);

src/state/sip-manager.ts

@@ -83,6 +83,7 @@ export function connectSip(config: SIPConfig): void {
             if (ucid) stateUpdater?.setCallUcid(ucid);
 
             if (state === 'ended' || state === 'failed') {
+                sipClient?.unmute(); // clear any mute state so it doesn't persist to next call
                 outboundActive = false;
                 outboundPending = false;
             }
@@ -92,16 +93,16 @@ export function connectSip(config: SIPConfig): void {
     sipClient.connect();
 }
 
-export function disconnectSip(force = false): void {
+export function disconnectSip(force = false, reason = 'unspecified'): void {
     // Guard: don't disconnect SIP during an active or pending call
     // unless explicitly forced (e.g., logout, page unload).
     // This prevents React re-render cycles from killing the
     // SIP WebSocket mid-dial.
     if (!force && (outboundPending || outboundActive)) {
-        console.log('[SIP-MGR] Disconnect blocked — call in progress');
+        console.log(`[SIP-MGR] Disconnect blocked — call in progress (reason=${reason})`);
         return;
     }
-    console.log(`[SIP] Disconnecting agent=${activeAgentId}` + (force ? ' (forced)' : ''));
+    console.log(`[SIP] Disconnecting agent=${activeAgentId} reason=${reason}` + (force ? ' (forced)' : ''));
     sipClient?.disconnect();
     sipClient = null;
     connected = false;

src/types/entities.ts

@@ -250,10 +250,13 @@ export type CallDirection = 'INBOUND' | 'OUTBOUND';
 export type CallStatus = 'RINGING' | 'IN_PROGRESS' | 'COMPLETED' | 'MISSED' | 'VOICEMAIL';
 export type CallDisposition =
     | 'APPOINTMENT_BOOKED'
+    | 'APPOINTMENT_RESCHEDULED'
+    | 'APPOINTMENT_CANCELLED'
     | 'FOLLOW_UP_SCHEDULED'
     | 'INFO_PROVIDED'
     | 'WRONG_NUMBER'
     | 'NO_ANSWER'
+    | 'NOT_INTERESTED'
     | 'CALLBACK_REQUESTED';
 
 export type Call = {