feat: SSE agent state, UCID fix, maint module, QA bug fixes

- Fix outbound disposition: store UCID from dial API response (root cause of silent disposition failure)
- SSE agent state: real-time Ozonetel state drives status toggle (ready/break/calling/in-call/acw)
- Maint module with OTP-protected endpoints (force-ready, unlock-agent, backfill, fix-timestamps)
- Maint OTP modal with PinInput component, keyboard shortcuts (Ctrl+Shift+R/U/B/T)
- Force-logout via SSE: admin unlock pushes force-logout to connected browsers
- Silence JsSIP debug flood, add structured lifecycle logging ([SIP], [DIAL], [DISPOSE], [AGENT-STATE])
- Centralize date formatting with IST-aware formatters across 11 files
- Fix call history: non-overlapping aggregates (completed/missed), correct timestamp display
- Auto-dismiss CallWidget ended/failed state after 3 seconds
- Remove floating "Helix Phone" idle badge from all pages
- Fix dead code in agent-state endpoint (auto-assign was unreachable after return)

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

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

@@ -1,4 +1,4 @@
-import { useState, useRef } from 'react';
+import { useState, useRef, useEffect } from 'react';
 import { FontAwesomeIcon } from '@fortawesome/react-fontawesome';
 import {
     faPhone, faPhoneHangup, faMicrophone, faMicrophoneSlash,
@@ -52,6 +52,11 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
     // Track if the call was ever answered (reached 'active' state)
     const wasAnsweredRef = useRef(callState === 'active');
 
+    // Log mount so we can tell which component handled the call
+    useEffect(() => {
+        console.log(`[ACTIVE-CALL-CARD] Mounted: state=${callState} direction=${callDirectionRef.current} ucid=${callUcid ?? 'none'} lead=${lead?.id ?? 'none'} phone=${callerPhone}`);
+    }, []); // eslint-disable-line react-hooks/exhaustive-deps
+
     const firstName = lead?.contactName?.firstName ?? '';
     const lastName = lead?.contactName?.lastName ?? '';
     const fullName = `${firstName} ${lastName}`.trim();
@@ -62,7 +67,7 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
 
         // Submit disposition to sidecar — handles Ozonetel ACW release
         if (callUcid) {
-            apiClient.post('/api/ozonetel/dispose', {
+            const disposePayload = {
                 ucid: callUcid,
                 disposition,
                 callerPhone,
@@ -71,7 +76,13 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
                 leadId: lead?.id ?? null,
                 notes,
                 missedCallId: missedCallId ?? undefined,
-            }).catch((err) => console.warn('Disposition failed:', err));
+            };
+            console.log('[DISPOSE] Sending disposition:', JSON.stringify(disposePayload));
+            apiClient.post('/api/ozonetel/dispose', disposePayload)
+                .then((res) => console.log('[DISPOSE] Response:', JSON.stringify(res)))
+                .catch((err) => console.error('[DISPOSE] Failed:', err));
+        } else {
+            console.warn('[DISPOSE] No callUcid — skipping disposition');
         }
 
         // Side effects per disposition type

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

@@ -1,48 +1,62 @@
 import { useState } from 'react';
 import { FontAwesomeIcon } from '@fortawesome/react-fontawesome';
 import { faCircle, faChevronDown } 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';
 import { notify } from '@/lib/toast';
 import { cx } from '@/utils/cx';
 
-type AgentStatus = 'ready' | 'break' | 'training' | 'offline';
+type ToggleableStatus = 'ready' | 'break' | 'training';
 
-const statusConfig: Record<AgentStatus, { label: string; color: string; dotColor: string }> = {
+const displayConfig: Record<OzonetelState, { label: string; color: string; dotColor: string }> = {
     ready: { label: 'Ready', color: 'text-success-primary', dotColor: 'text-fg-success-primary' },
     break: { label: 'Break', color: 'text-warning-primary', dotColor: 'text-fg-warning-primary' },
     training: { label: 'Training', color: 'text-brand-secondary', dotColor: 'text-fg-brand-primary' },
+    calling: { label: 'Calling', color: 'text-brand-secondary', dotColor: 'text-fg-brand-primary' },
+    'in-call': { label: 'In Call', color: 'text-brand-secondary', dotColor: 'text-fg-brand-primary' },
+    acw: { label: 'Wrapping up', color: 'text-warning-primary', dotColor: 'text-fg-warning-primary' },
     offline: { label: 'Offline', color: 'text-tertiary', dotColor: 'text-fg-quaternary' },
 };
 
+const toggleOptions: Array<{ key: ToggleableStatus; label: string; color: string; dotColor: string }> = [
+    { key: 'ready', label: 'Ready', color: 'text-success-primary', dotColor: 'text-fg-success-primary' },
+    { key: 'break', label: 'Break', color: 'text-warning-primary', dotColor: 'text-fg-warning-primary' },
+    { key: 'training', label: 'Training', color: 'text-brand-secondary', dotColor: 'text-fg-brand-primary' },
+];
+
 type AgentStatusToggleProps = {
     isRegistered: boolean;
     connectionStatus: string;
 };
 
 export const AgentStatusToggle = ({ isRegistered, connectionStatus }: AgentStatusToggleProps) => {
-    const [status, setStatus] = useState<AgentStatus>(isRegistered ? 'ready' : 'offline');
+    const agentConfig = localStorage.getItem('helix_agent_config');
+    const agentId = agentConfig ? JSON.parse(agentConfig).ozonetelAgentId : null;
+    const ozonetelState = useAgentState(agentId);
+
     const [menuOpen, setMenuOpen] = useState(false);
     const [changing, setChanging] = useState(false);
 
-    const handleChange = async (newStatus: AgentStatus) => {
+    const handleChange = async (newStatus: ToggleableStatus) => {
         setMenuOpen(false);
-        if (newStatus === status) return;
+        if (newStatus === ozonetelState) return;
         setChanging(true);
 
         try {
             if (newStatus === 'ready') {
-                await apiClient.post('/api/ozonetel/agent-state', { state: 'Ready' });
+                console.log('[AGENT-STATE] Changing to Ready');
-            } else if (newStatus === 'offline') {
+                const res = await apiClient.post('/api/ozonetel/agent-state', { state: 'Ready' });
-                await apiClient.post('/api/ozonetel/agent-logout', {
+                console.log('[AGENT-STATE] Ready response:', JSON.stringify(res));
-                    agentId: 'global',
-                    password: 'Test123$',
-                });
             } else {
                 const pauseReason = newStatus === 'break' ? 'Break' : 'Training';
-                await apiClient.post('/api/ozonetel/agent-state', { state: 'Pause', pauseReason });
+                console.log(`[AGENT-STATE] Changing to Pause: ${pauseReason}`);
+                const res = await apiClient.post('/api/ozonetel/agent-state', { state: 'Pause', pauseReason });
+                console.log('[AGENT-STATE] Pause response:', JSON.stringify(res));
             }
-            setStatus(newStatus);
+            // Don't setStatus — SSE will push the real state
-        } catch {
+        } catch (err) {
+            console.error('[AGENT-STATE] Status change failed:', err);
             notify.error('Status Change Failed', 'Could not update agent status');
         } finally {
             setChanging(false);
@@ -59,39 +73,40 @@ export const AgentStatusToggle = ({ isRegistered, connectionStatus }: AgentStatu
         );
     }
 
-    const current = statusConfig[status];
+    const current = displayConfig[ozonetelState] ?? displayConfig.offline;
+    const canToggle = ozonetelState === 'ready' || ozonetelState === 'break' || ozonetelState === 'training';
 
     return (
         <div className="relative">
             <button
-                onClick={() => setMenuOpen(!menuOpen)}
+                onClick={() => canToggle && setMenuOpen(!menuOpen)}
-                disabled={changing}
+                disabled={changing || !canToggle}
                 className={cx(
                     'flex items-center gap-1.5 rounded-full bg-secondary px-3 py-1 transition duration-100 ease-linear',
-                    'hover:bg-secondary_hover cursor-pointer',
+                    canToggle ? 'hover:bg-secondary_hover cursor-pointer' : 'cursor-default',
                     changing && 'opacity-50',
                 )}
             >
                 <FontAwesomeIcon icon={faCircle} className={cx('size-2', current.dotColor)} />
                 <span className={cx('text-xs font-medium', current.color)}>{current.label}</span>
-                <FontAwesomeIcon icon={faChevronDown} className="size-2.5 text-fg-quaternary" />
+                {canToggle && <FontAwesomeIcon icon={faChevronDown} className="size-2.5 text-fg-quaternary" />}
             </button>
 
             {menuOpen && (
                 <>
                     <div className="fixed inset-0 z-40" onClick={() => setMenuOpen(false)} />
                     <div className="absolute right-0 top-full z-50 mt-1 w-36 rounded-lg bg-primary shadow-lg ring-1 ring-secondary py-1">
-                        {(Object.entries(statusConfig) as [AgentStatus, typeof current][]).map(([key, cfg]) => (
+                        {toggleOptions.map((opt) => (
                             <button
-                                key={key}
+                                key={opt.key}
-                                onClick={() => handleChange(key)}
+                                onClick={() => handleChange(opt.key)}
                                 className={cx(
                                     'flex w-full items-center gap-2 px-3 py-2 text-xs font-medium transition duration-100 ease-linear',
-                                    key === status ? 'bg-active' : 'hover:bg-primary_hover',
+                                    opt.key === ozonetelState ? 'bg-active' : 'hover:bg-primary_hover',
                                 )}
                             >
-                                <FontAwesomeIcon icon={faCircle} className={cx('size-2', cfg.dotColor)} />
+                                <FontAwesomeIcon icon={faCircle} className={cx('size-2', opt.dotColor)} />
-                                <span className={cfg.color}>{cfg.label}</span>
+                                <span className={opt.color}>{opt.label}</span>
                             </button>
                         ))}
                     </div>

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

@@ -28,6 +28,8 @@ const CalendarPlus02 = faIcon(faCalendarPlus);
 import { Button } from '@/components/base/buttons/button';
 import { TextArea } from '@/components/base/textarea/textarea';
 import { AppointmentForm } from '@/components/call-desk/appointment-form';
+import { useSetAtom } from 'jotai';
+import { sipCallStateAtom } from '@/state/sip-state';
 import { useSip } from '@/providers/sip-provider';
 import { useAuth } from '@/providers/auth-provider';
 import { cx } from '@/utils/cx';
@@ -41,20 +43,6 @@ const formatDuration = (seconds: number): string => {
     return `${m}:${s}`;
 };
 
-const statusDotColor: Record<string, string> = {
-    registered: 'bg-success-500',
-    connecting: 'bg-warning-500',
-    disconnected: 'bg-quaternary',
-    error: 'bg-error-500',
-};
-
-const statusLabel: Record<string, string> = {
-    registered: 'Ready',
-    connecting: 'Connecting...',
-    disconnected: 'Offline',
-    error: 'Error',
-};
-
 const dispositionOptions: Array<{
     value: CallDisposition;
     label: string;
@@ -101,7 +89,6 @@ const dispositionOptions: Array<{
 
 export const CallWidget = () => {
     const {
-        connectionStatus,
         callState,
         callerNumber,
         isMuted,
@@ -114,6 +101,7 @@ export const CallWidget = () => {
         toggleHold,
     } = useSip();
     const { user } = useAuth();
+    const setCallState = useSetAtom(sipCallStateAtom);
 
     const [disposition, setDisposition] = useState<CallDisposition | null>(null);
     const [notes, setNotes] = useState('');
@@ -182,8 +170,20 @@ export const CallWidget = () => {
         }
     }, [callState]);
 
+    // Auto-dismiss ended/failed state after 3 seconds
+    useEffect(() => {
+        if (callState === 'ended' || callState === 'failed') {
+            const timer = setTimeout(() => {
+                console.log('[CALL-WIDGET] Auto-dismissing ended/failed state');
+                setCallState('idle');
+            }, 3000);
+            return () => clearTimeout(timer);
+        }
+    }, [callState, setCallState]);
+
     const handleSaveAndClose = async () => {
         if (!disposition) return;
+        console.log(`[CALL-WIDGET] Save & Close: disposition=${disposition} lead=${matchedLead?.id ?? 'none'}`);
         setIsSaving(true);
 
         try {
@@ -264,24 +264,16 @@ export const CallWidget = () => {
         setNotes('');
     };
 
-    const dotColor = statusDotColor[connectionStatus] ?? 'bg-quaternary';
+    // Log state changes for observability
-    const label = statusLabel[connectionStatus] ?? connectionStatus;
+    useEffect(() => {
+        if (callState !== 'idle') {
+            console.log(`[CALL-WIDGET] State: ${callState} | caller=${callerNumber ?? 'none'}`);
+        }
+    }, [callState, callerNumber]);
 
-    // Idle: collapsed pill
+    // Idle: nothing to show — call desk has its own status toggle
     if (callState === 'idle') {
-        return (
+        return null;
-            <div
-                className={cx(
-                    'fixed bottom-6 right-6 z-50',
-                    'inline-flex items-center gap-2 rounded-full border border-secondary bg-primary px-4 py-2.5 shadow-lg',
-                    'transition-all duration-300',
-                )}
-            >
-                <span className={cx('size-2.5 shrink-0 rounded-full', dotColor)} />
-                <span className="text-sm font-semibold text-secondary">{label}</span>
-                <span className="text-sm text-tertiary">Helix Phone</span>
-            </div>
-        );
     }
 
     // Ringing inbound
@@ -444,6 +436,7 @@ export const CallWidget = () => {
                     callerNumber={callerNumber}
                     leadName={matchedLead ? `${matchedLead.contactName?.firstName ?? ''} ${matchedLead.contactName?.lastName ?? ''}`.trim() : null}
                     leadId={matchedLead?.id}
+                    patientId={matchedLead?.patientId}
                     onSaved={() => {
                         setIsAppointmentOpen(false);
                         setDisposition('APPOINTMENT_BOOKED');

src/components/call-desk/live-transcript.tsx

@@ -1,6 +1,7 @@
 import { useEffect, useRef } from 'react';
 import { FontAwesomeIcon } from '@fortawesome/react-fontawesome';
 import { faSparkles, faMicrophone } from '@fortawesome/pro-duotone-svg-icons';
+import { formatTimeFull } from '@/lib/format';
 import { cx } from '@/utils/cx';
 
 type TranscriptLine = {
@@ -78,7 +79,7 @@ export const LiveTranscript = ({ transcript, suggestions, connected }: LiveTrans
                             item.isFinal ? "text-primary" : "text-tertiary italic",
                         )}>
                             <span className="text-xs text-quaternary mr-2">
-                                {item.timestamp.toLocaleTimeString('en-IN', { hour: '2-digit', minute: '2-digit', second: '2-digit' })}
+                                {formatTimeFull(item.timestamp.toISOString())}
                             </span>
                             {item.text}
                         </div>

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

@@ -8,7 +8,7 @@ import { Badge } from '@/components/base/badges/badges';
 import { Input } from '@/components/base/input/input';
 import { Tabs, TabList, Tab } from '@/components/application/tabs/tabs';
 import { PhoneActionCell } from './phone-action-cell';
-import { formatPhone } from '@/lib/format';
+import { formatPhone, formatTimeOnly, formatShortDate } from '@/lib/format';
 import { notify } from '@/lib/toast';
 import { cx } from '@/utils/cx';
 
@@ -154,7 +154,7 @@ const buildRows = (missedCalls: MissedCall[], followUps: WorklistFollowUp[], lea
             direction: call.callDirection === 'OUTBOUND' ? 'outbound' : 'inbound',
             typeLabel: 'Missed Call',
             reason: call.startedAt
-                ? `Missed at ${new Date(call.startedAt).toLocaleTimeString('en-IN', { hour: 'numeric', minute: '2-digit', hour12: true })}${sourceSuffix}`
+                ? `Missed at ${formatTimeOnly(call.startedAt)}${sourceSuffix}`
                 : 'Missed call',
             createdAt: call.createdAt,
             taskState: call.callbackstatus === 'CALLBACK_ATTEMPTED' ? 'ATTEMPTED' : 'PENDING',
@@ -180,7 +180,7 @@ const buildRows = (missedCalls: MissedCall[], followUps: WorklistFollowUp[], lea
             direction: null,
             typeLabel: fu.followUpType === 'CALLBACK' ? 'Callback' : 'Follow-up',
             reason: fu.scheduledAt
-                ? `Scheduled ${new Date(fu.scheduledAt).toLocaleString('en-IN', { month: 'short', day: 'numeric', hour: 'numeric', minute: '2-digit', hour12: true })}`
+                ? `Scheduled ${formatShortDate(fu.scheduledAt)}`
                 : '',
             createdAt: fu.createdAt ?? fu.scheduledAt ?? new Date().toISOString(),
             taskState: isOverdue ? 'PENDING' : (fu.followUpStatus === 'COMPLETED' ? 'ATTEMPTED' : 'SCHEDULED'),

src/components/campaigns/campaign-hero.tsx

@@ -8,6 +8,7 @@ const LinkExternal01: FC<{ className?: string }> = ({ className }) => <FontAweso
 
 import { Button } from '@/components/base/buttons/button';
 import { CampaignStatusBadge } from '@/components/shared/status-badge';
+import { formatDateOnly } from '@/lib/format';
 import type { Campaign } from '@/types/entities';
 
 interface CampaignHeroProps {
@@ -15,12 +16,9 @@ interface CampaignHeroProps {
 }
 
 const formatDateRange = (startDate: string | null, endDate: string | null): string => {
-    const fmt = (d: string) =>
-        new Intl.DateTimeFormat('en-IN', { month: 'short', day: 'numeric', year: 'numeric' }).format(new Date(d));
-
     if (!startDate) return '--';
-    if (!endDate) return `${fmt(startDate)} \u2014 Ongoing`;
+    if (!endDate) return `${formatDateOnly(startDate)} \u2014 Ongoing`;
-    return `${fmt(startDate)} \u2014 ${fmt(endDate)}`;
+    return `${formatDateOnly(startDate)} \u2014 ${formatDateOnly(endDate)}`;
 };
 
 const formatDuration = (startDate: string | null, endDate: string | null): string => {

src/components/layout/app-shell.tsx

@@ -3,7 +3,9 @@ import { useLocation } from 'react-router';
 import { Sidebar } from './sidebar';
 import { SipProvider } from '@/providers/sip-provider';
 import { CallWidget } from '@/components/call-desk/call-widget';
+import { MaintOtpModal } from '@/components/modals/maint-otp-modal';
 import { useAuth } from '@/providers/auth-provider';
+import { useMaintShortcuts } from '@/hooks/use-maint-shortcuts';
 
 interface AppShellProps {
     children: ReactNode;
@@ -12,6 +14,7 @@ interface AppShellProps {
 export const AppShell = ({ children }: AppShellProps) => {
     const { pathname } = useLocation();
     const { isCCAgent } = useAuth();
+    const { isOpen, activeAction, close } = useMaintShortcuts();
 
     // Heartbeat: keep agent session alive in Redis (CC agents only)
     useEffect(() => {
@@ -39,6 +42,7 @@ export const AppShell = ({ children }: AppShellProps) => {
                 <main className="flex flex-1 flex-col overflow-hidden">{children}</main>
                 {isCCAgent && pathname !== '/' && pathname !== '/call-desk' && <CallWidget />}
             </div>
+            <MaintOtpModal isOpen={isOpen} onOpenChange={(open) => !open && close()} action={activeAction} />
         </SipProvider>
     );
 };

src/components/modals/maint-otp-modal.tsx

@@ -0,0 +1,137 @@
+import { useState } from 'react';
+import { REGEXP_ONLY_DIGITS } from 'input-otp';
+import { Button } from '@/components/base/buttons/button';
+import { Dialog, Modal, ModalOverlay } from '@/components/application/modals/modal';
+import { PinInput } from '@/components/base/pin-input/pin-input';
+import { FeaturedIcon } from '@/components/foundations/featured-icon/featured-icon';
+import { FontAwesomeIcon } from '@fortawesome/react-fontawesome';
+import { faShieldKeyhole } from '@fortawesome/pro-duotone-svg-icons';
+import type { FC } from 'react';
+import { notify } from '@/lib/toast';
+
+const ShieldIcon: FC<{ className?: string }> = ({ className }) => (
+    <FontAwesomeIcon icon={faShieldKeyhole} className={className} />
+);
+
+const API_URL = import.meta.env.VITE_API_URL ?? 'http://localhost:4100';
+
+type MaintAction = {
+    endpoint: string;
+    label: string;
+    description: string;
+};
+
+type MaintOtpModalProps = {
+    isOpen: boolean;
+    onOpenChange: (open: boolean) => void;
+    action: MaintAction | null;
+};
+
+export const MaintOtpModal = ({ isOpen, onOpenChange, action }: MaintOtpModalProps) => {
+    const [otp, setOtp] = useState('');
+    const [loading, setLoading] = useState(false);
+    const [error, setError] = useState<string | null>(null);
+
+    const handleSubmit = async () => {
+        if (!action || otp.length < 6) return;
+        setLoading(true);
+        setError(null);
+
+        try {
+            const res = await fetch(`${API_URL}/api/maint/${action.endpoint}`, {
+                method: 'POST',
+                headers: { 'Content-Type': 'application/json', 'x-maint-otp': otp },
+            });
+            const data = await res.json();
+            if (res.ok) {
+                console.log(`[MAINT] ${action.label}:`, data);
+                notify.success(action.label, data.message ?? 'Completed successfully');
+                onOpenChange(false);
+                setOtp('');
+            } else {
+                setError(data.message ?? 'Failed');
+            }
+        } catch {
+            setError('Request failed');
+        } finally {
+            setLoading(false);
+        }
+    };
+
+    const handleOtpChange = (value: string) => {
+        setOtp(value);
+        setError(null);
+    };
+
+    const handleClose = () => {
+        onOpenChange(false);
+        setOtp('');
+        setError(null);
+    };
+
+    if (!action) return null;
+
+    return (
+        <ModalOverlay isOpen={isOpen} onOpenChange={handleClose} isDismissable>
+            <Modal className="sm:max-w-[400px]">
+                <Dialog>
+                    {() => (
+                        <div className="flex w-full flex-col rounded-xl bg-primary shadow-xl ring-1 ring-secondary overflow-hidden">
+                            {/* Header */}
+                            <div className="flex flex-col items-center gap-4 px-6 pt-6 pb-5">
+                                <FeaturedIcon icon={ShieldIcon} color="brand" theme="light" size="md" />
+                                <div className="flex flex-col items-center gap-1 text-center">
+                                    <h2 className="text-lg font-semibold text-primary">{action.label}</h2>
+                                    <p className="text-sm text-tertiary">{action.description}</p>
+                                </div>
+                            </div>
+
+                            {/* Pin Input */}
+                            <div className="flex flex-col items-center gap-2 px-6 pb-5">
+                                <PinInput size="sm">
+                                    <PinInput.Label>Enter maintenance code</PinInput.Label>
+                                    <PinInput.Group
+                                        maxLength={6}
+                                        pattern={REGEXP_ONLY_DIGITS}
+                                        value={otp}
+                                        onChange={handleOtpChange}
+                                        onComplete={handleSubmit}
+                                        containerClassName="flex flex-row gap-2 h-14"
+                                    >
+                                        <PinInput.Slot index={0} className="!size-12 !text-display-sm" />
+                                        <PinInput.Slot index={1} className="!size-12 !text-display-sm" />
+                                        <PinInput.Slot index={2} className="!size-12 !text-display-sm" />
+                                        <PinInput.Separator />
+                                        <PinInput.Slot index={3} className="!size-12 !text-display-sm" />
+                                        <PinInput.Slot index={4} className="!size-12 !text-display-sm" />
+                                        <PinInput.Slot index={5} className="!size-12 !text-display-sm" />
+                                    </PinInput.Group>
+                                </PinInput>
+                                {error && (
+                                    <p className="text-sm text-error-primary mt-1">{error}</p>
+                                )}
+                            </div>
+
+                            {/* Footer */}
+                            <div className="flex items-center gap-3 border-t border-secondary px-6 py-4">
+                                <Button size="md" color="secondary" onClick={handleClose} className="flex-1">
+                                    Cancel
+                                </Button>
+                                <Button
+                                    size="md"
+                                    color="primary"
+                                    isDisabled={otp.length < 6 || loading}
+                                    isLoading={loading}
+                                    onClick={handleSubmit}
+                                    className="flex-1"
+                                >
+                                    Confirm
+                                </Button>
+                            </div>
+                        </div>
+                    )}
+                </Dialog>
+            </Modal>
+        </ModalOverlay>
+    );
+};

src/components/shared/global-search.tsx

@@ -5,6 +5,7 @@ import { faIcon } from '@/lib/icon-wrapper';
 import { Input } from '@/components/base/input/input';
 import { Badge } from '@/components/base/badges/badges';
 import { apiClient } from '@/lib/api-client';
+import { formatShortDate } from '@/lib/format';
 import { cx } from '@/utils/cx';
 
 const SearchIcon = faIcon(faMagnifyingGlass);
@@ -97,7 +98,7 @@ export const GlobalSearch = ({ onSelectResult }: GlobalSearchProps) => {
                 }
 
                 for (const a of data.appointments ?? []) {
-                    const date = a.scheduledAt ? new Date(a.scheduledAt).toLocaleDateString('en-IN', { day: 'numeric', month: 'short' }) : '';
+                    const date = a.scheduledAt ? formatShortDate(a.scheduledAt) : '';
                     searchResults.push({
                         id: a.id,
                         type: 'appointment',

src/hooks/use-agent-state.ts

@@ -0,0 +1,78 @@
+import { useState, useEffect, useRef } from 'react';
+import { notify } from '@/lib/toast';
+
+export type OzonetelState = 'ready' | 'break' | 'training' | 'calling' | 'in-call' | 'acw' | 'offline';
+
+const API_URL = import.meta.env.VITE_API_URL ?? 'http://localhost:4100';
+
+export const useAgentState = (agentId: string | null): OzonetelState => {
+    const [state, setState] = useState<OzonetelState>('offline');
+    const prevStateRef = useRef<OzonetelState>('offline');
+    const esRef = useRef<EventSource | null>(null);
+
+    useEffect(() => {
+        if (!agentId) {
+            setState('offline');
+            return;
+        }
+
+        // Fetch current state on connect
+        fetch(`${API_URL}/api/supervisor/agent-state?agentId=${agentId}`)
+            .then(res => res.json())
+            .then(data => {
+                if (data.state) {
+                    console.log(`[SSE] Initial state for ${agentId}: ${data.state}`);
+                    prevStateRef.current = data.state;
+                    setState(data.state);
+                }
+            })
+            .catch(() => {});
+
+        // Open SSE stream
+        const url = `${API_URL}/api/supervisor/agent-state/stream?agentId=${agentId}`;
+        console.log(`[SSE] Connecting: ${url}`);
+        const es = new EventSource(url);
+        esRef.current = es;
+
+        es.onmessage = (event) => {
+            try {
+                const data = JSON.parse(event.data);
+                console.log(`[SSE] State update: ${agentId} → ${data.state}`);
+
+                // Force-logout: only triggered by explicit admin action, not normal Ozonetel logout
+                if (data.state === 'force-logout') {
+                    console.log('[SSE] Force-logout received — clearing session');
+                    notify.info('Session Ended', 'Your session was ended by an administrator.');
+                    es.close();
+
+                    localStorage.removeItem('helix_access_token');
+                    localStorage.removeItem('helix_refresh_token');
+                    localStorage.removeItem('helix_agent_config');
+                    localStorage.removeItem('helix_user');
+
+                    import('@/state/sip-manager').then(({ disconnectSip }) => disconnectSip()).catch(() => {});
+
+                    setTimeout(() => { window.location.href = '/login'; }, 1500);
+                    return;
+                }
+
+                prevStateRef.current = data.state;
+                setState(data.state);
+            } catch {
+                console.warn('[SSE] Failed to parse event:', event.data);
+            }
+        };
+
+        es.onerror = () => {
+            console.warn('[SSE] Connection error — will auto-reconnect');
+        };
+
+        return () => {
+            console.log('[SSE] Closing connection');
+            es.close();
+            esRef.current = null;
+        };
+    }, [agentId]);
+
+    return state;
+};

src/hooks/use-maint-shortcuts.ts

@@ -0,0 +1,71 @@
+import { useState, useEffect, useCallback } from 'react';
+
+export type MaintAction = {
+    endpoint: string;
+    label: string;
+    description: string;
+};
+
+const MAINT_ACTIONS: Record<string, MaintAction> = {
+    forceReady: {
+        endpoint: 'force-ready',
+        label: 'Force Ready',
+        description: 'Logout and re-login the agent to force Ready state on Ozonetel.',
+    },
+    unlockAgent: {
+        endpoint: 'unlock-agent',
+        label: 'Unlock Agent',
+        description: 'Release the Redis session lock so the agent can log in again.',
+    },
+    backfill: {
+        endpoint: 'backfill-missed-calls',
+        label: 'Backfill Missed Calls',
+        description: 'Match existing missed calls with lead records by phone number.',
+    },
+    fixTimestamps: {
+        endpoint: 'fix-timestamps',
+        label: 'Fix Timestamps',
+        description: 'Correct call timestamps that were stored with IST double-offset.',
+    },
+};
+
+export const useMaintShortcuts = () => {
+    const [activeAction, setActiveAction] = useState<MaintAction | null>(null);
+    const [isOpen, setIsOpen] = useState(false);
+
+    const openAction = useCallback((action: MaintAction) => {
+        setActiveAction(action);
+        setIsOpen(true);
+    }, []);
+
+    const close = useCallback(() => {
+        setIsOpen(false);
+        setActiveAction(null);
+    }, []);
+
+    useEffect(() => {
+        const handler = (e: KeyboardEvent) => {
+            if (e.ctrlKey && e.shiftKey && e.key === 'R') {
+                e.preventDefault();
+                openAction(MAINT_ACTIONS.forceReady);
+            }
+            if (e.ctrlKey && e.shiftKey && e.key === 'U') {
+                e.preventDefault();
+                openAction(MAINT_ACTIONS.unlockAgent);
+            }
+            if (e.ctrlKey && e.shiftKey && e.key === 'B') {
+                e.preventDefault();
+                openAction(MAINT_ACTIONS.backfill);
+            }
+            if (e.ctrlKey && e.shiftKey && e.key === 'T') {
+                e.preventDefault();
+                openAction(MAINT_ACTIONS.fixTimestamps);
+            }
+        };
+
+        window.addEventListener('keydown', handler);
+        return () => window.removeEventListener('keydown', handler);
+    }, [openAction]);
+
+    return { isOpen, activeAction, close };
+};

src/lib/format.ts

@@ -26,10 +26,33 @@ export const formatRelativeAge = (dateStr: string): string => {
     return `${days} days ago`;
 };
 
-// Format short date (Mar 15, 2:30 PM)
+// All date formatting uses browser's local timezone (no hardcoded TZ)
+// Timestamps from the API are UTC — Intl.DateTimeFormat converts to local automatically
+
+// Mar 15, 2:30 PM
 export const formatShortDate = (dateStr: string): string =>
     new Intl.DateTimeFormat('en-IN', { month: 'short', day: 'numeric', hour: 'numeric', minute: '2-digit', hour12: true }).format(new Date(dateStr));
 
+// 15 Mar 2026
+export const formatDateOnly = (dateStr: string): string =>
+    new Intl.DateTimeFormat('en-IN', { day: 'numeric', month: 'short', year: 'numeric' }).format(new Date(dateStr));
+
+// 2:30 PM
+export const formatTimeOnly = (dateStr: string): string =>
+    new Intl.DateTimeFormat('en-IN', { hour: 'numeric', minute: '2-digit', hour12: true }).format(new Date(dateStr));
+
+// Mar 15, 2:30 PM (with day + month + time, no year)
+export const formatDateTimeShort = (dateStr: string): string =>
+    new Intl.DateTimeFormat('en-IN', { day: 'numeric', month: 'short', hour: 'numeric', minute: '2-digit', hour12: true }).format(new Date(dateStr));
+
+// Mon, 15
+export const formatWeekdayShort = (dateStr: string): string =>
+    new Intl.DateTimeFormat('en-IN', { weekday: 'short', day: 'numeric' }).format(new Date(dateStr));
+
+// 02:30:45 PM
+export const formatTimeFull = (dateStr: string): string =>
+    new Intl.DateTimeFormat('en-IN', { hour: '2-digit', minute: '2-digit', second: '2-digit', hour12: true }).format(new Date(dateStr));
+
 // Get initials from a name
 export const getInitials = (firstName: string, lastName: string): string =>
     `${firstName[0] || ''}${lastName[0] || ''}`.toUpperCase();

src/lib/sip-client.ts

@@ -15,7 +15,8 @@ export class SIPClient {
     ) {}
 
     connect(): void {
-        JsSIP.debug.enable('JsSIP:*');
+        // Disable verbose JsSIP protocol logging — we log lifecycle events ourselves
+        JsSIP.debug.disable('JsSIP:*');
 
         const socket = new JsSIP.WebSocketInterface(this.config.wsServer);
         const sipId = this.config.uri.replace('sip:', '').split('@')[0];
@@ -36,22 +37,27 @@ export class SIPClient {
         this.ua = new JsSIP.UA(configuration);
 
         this.ua.on('connected', () => {
+            console.log('[SIP] WebSocket connected');
             this.onConnectionChange('connected');
         });
 
         this.ua.on('disconnected', () => {
+            console.log('[SIP] WebSocket disconnected');
             this.onConnectionChange('disconnected');
         });
 
         this.ua.on('registered', () => {
+            console.log('[SIP] Registered successfully');
             this.onConnectionChange('registered');
         });
 
         this.ua.on('unregistered', () => {
+            console.log('[SIP] Unregistered');
             this.onConnectionChange('disconnected');
         });
 
         this.ua.on('registrationFailed', () => {
+            console.error('[SIP] Registration failed');
             this.onConnectionChange('error');
         });
 
@@ -71,6 +77,8 @@ export class SIPClient {
             const callerNumber = this.extractCallerNumber(session, sipRequest);
             const ucid = sipRequest?.getHeader ? sipRequest.getHeader('X-UCID') ?? null : null;
 
+            console.log(`[SIP] New session: direction=${session.direction} caller=${callerNumber} ucid=${ucid ?? 'none'}`);
+
             // Setup audio for this session
             session.on('peerconnection', (e: PeerConnectionEvent) => {
                 const pc = e.peerconnection;
@@ -85,6 +93,7 @@ export class SIPClient {
             });
 
             session.on('accepted', (() => {
+                console.log(`[SIP] Call accepted — ucid=${ucid ?? 'none'}`);
                 this.onCallStateChange('active', callerNumber, ucid ?? undefined);
             }) as CallListener);
 
@@ -98,12 +107,14 @@ export class SIPClient {
                 }
             }) as CallListener);
 
-            session.on('failed', (_e: EndEvent) => {
+            session.on('failed', (e: EndEvent) => {
+                console.log(`[SIP] Call failed — cause=${(e as any).cause ?? 'unknown'} ucid=${ucid ?? 'none'}`);
                 this.resetSession();
                 this.onCallStateChange('failed');
             });
 
-            session.on('ended', (_e: EndEvent) => {
+            session.on('ended', (e: EndEvent) => {
+                console.log(`[SIP] Call ended — cause=${(e as any).cause ?? 'normal'} ucid=${ucid ?? 'none'}`);
                 this.resetSession();
                 this.onCallStateChange('ended');
             });

src/pages/appointments.tsx

@@ -9,7 +9,7 @@ import { Table } from '@/components/application/table/table';
 import { Tabs, TabList, Tab } from '@/components/application/tabs/tabs';
 import { TopBar } from '@/components/layout/top-bar';
 import { PhoneActionCell } from '@/components/call-desk/phone-action-cell';
-import { formatPhone } from '@/lib/format';
+import { formatPhone, formatDateOnly, formatTimeOnly } from '@/lib/format';
 import { apiClient } from '@/lib/api-client';
 
 type AppointmentRecord = {
@@ -60,15 +60,9 @@ const QUERY = `{ appointments(first: 100, orderBy: [{ scheduledAt: DescNullsLast
     doctor { clinic { clinicName } }
 } } } }`;
 
-const formatDate = (iso: string): string => {
+const formatDate = (iso: string): string => formatDateOnly(iso);
-    const d = new Date(iso);
-    return d.toLocaleDateString('en-IN', { day: 'numeric', month: 'short', year: 'numeric' });
-};
 
-const formatTime = (iso: string): string => {
+const formatTime = (iso: string): string => formatTimeOnly(iso);
-    const d = new Date(iso);
-    return d.toLocaleTimeString('en-IN', { hour: 'numeric', minute: '2-digit', hour12: true });
-};
 
 export const AppointmentsPage = () => {
     const [appointments, setAppointments] = useState<AppointmentRecord[]>([]);

src/pages/call-history.tsx

@@ -108,6 +108,13 @@ export const CallHistoryPage = () => {
     const [search, setSearch] = useState('');
     const [filter, setFilter] = useState<FilterKey>('all');
 
+    // Debug: log first call's raw timestamp to diagnose timezone issue
+    if (calls.length > 0 && !(window as any).__callTimestampLogged) {
+        const c = calls[0];
+        console.log(`[DEBUG-TIME] Raw startedAt="${c.startedAt}" → parsed=${new Date(c.startedAt!)} → formatted="${c.startedAt ? new Intl.DateTimeFormat('en-IN', { month: 'short', day: 'numeric', hour: 'numeric', minute: '2-digit', hour12: true }).format(new Date(c.startedAt)) : 'n/a'}" | direction=${c.callDirection} status=${c.callStatus}`);
+        (window as any).__callTimestampLogged = true;
+    }
+
     // Build a map of lead names by ID for enrichment
     const leadNameMap = useMemo(() => {
         const map = new Map<string, string>();
@@ -151,20 +158,19 @@ export const CallHistoryPage = () => {
         return result;
     }, [calls, filter, search, leadNameMap]);
 
-    const inboundCount = calls.filter((c) => c.callDirection === 'INBOUND').length;
+    const completedCount = filteredCalls.filter((c) => c.callStatus !== 'MISSED').length;
-    const outboundCount = calls.filter((c) => c.callDirection === 'OUTBOUND').length;
+    const missedCount = filteredCalls.filter((c) => c.callStatus === 'MISSED').length;
-    const missedCount = calls.filter((c) => c.callStatus === 'MISSED').length;
 
     return (
         <div className="flex flex-1 flex-col overflow-hidden">
-            <TopBar title="Call History" subtitle={`${calls.length} total calls`} />
+            <TopBar title="Call History" subtitle={`${filteredCalls.length} total calls`} />
 
             <div className="flex-1 overflow-y-auto p-7">
                 <TableCard.Root size="md">
                     <TableCard.Header
                         title="Call History"
                         badge={String(filteredCalls.length)}
-                        description={`${inboundCount} inbound \u00B7 ${outboundCount} outbound \u00B7 ${missedCount} missed`}
+                        description={`${completedCount} completed \u00B7 ${missedCount} missed`}
                         contentTrailing={
                             <div className="flex items-center gap-2">
                                 <div className="w-44">

src/pages/call-recordings.tsx

@@ -10,7 +10,7 @@ import { Table } from '@/components/application/table/table';
 import { TopBar } from '@/components/layout/top-bar';
 import { PhoneActionCell } from '@/components/call-desk/phone-action-cell';
 import { apiClient } from '@/lib/api-client';
-import { formatPhone } from '@/lib/format';
+import { formatPhone, formatDateOnly } from '@/lib/format';
 
 type RecordingRecord = {
     id: string;
@@ -30,8 +30,7 @@ const QUERY = `{ calls(first: 200, orderBy: [{ startedAt: DescNullsLast }]) { ed
     recording { primaryLinkUrl primaryLinkLabel }
 } } } }`;
 
-const formatDate = (iso: string): string =>
+const formatDate = (iso: string): string => formatDateOnly(iso);
-    new Date(iso).toLocaleDateString('en-IN', { day: 'numeric', month: 'short', year: 'numeric' });
 
 const formatDuration = (sec: number | null): string => {
     if (!sec) return '—';

src/pages/campaign-detail.tsx

@@ -12,7 +12,7 @@ import { HealthIndicator } from '@/components/campaigns/health-indicator';
 import { Button } from '@/components/base/buttons/button';
 import { useCampaigns } from '@/hooks/use-campaigns';
 import { useLeads } from '@/hooks/use-leads';
-import { formatCurrency } from '@/lib/format';
+import { formatCurrency, formatDateOnly } from '@/lib/format';
 
 const detailTabs = [
     { id: 'overview', label: 'Overview' },
@@ -41,9 +41,7 @@ export const CampaignDetailPage = () => {
 
     const formatDateShort = (dateStr: string | null) => {
         if (!dateStr) return '--';
-        return new Intl.DateTimeFormat('en-IN', { month: 'short', day: 'numeric', year: 'numeric' }).format(
+        return formatDateOnly(dateStr);
-            new Date(dateStr),
-        );
     };
 
     return (

src/pages/login.tsx

@@ -8,11 +8,14 @@ import { Button } from '@/components/base/buttons/button';
 import { SocialButton } from '@/components/base/buttons/social-button';
 import { Checkbox } from '@/components/base/checkbox/checkbox';
 import { Input } from '@/components/base/input/input';
+import { MaintOtpModal } from '@/components/modals/maint-otp-modal';
+import { useMaintShortcuts } from '@/hooks/use-maint-shortcuts';
 
 export const LoginPage = () => {
     const { loginWithUser } = useAuth();
     const { refresh } = useData();
     const navigate = useNavigate();
+    const { isOpen, activeAction, close } = useMaintShortcuts();
 
     const saved = localStorage.getItem('helix_remember');
     const savedCreds = saved ? JSON.parse(saved) : null;
@@ -176,6 +179,8 @@ export const LoginPage = () => {
 
             {/* Footer */}
             <a href="https://f0rty2.ai" target="_blank" rel="noopener noreferrer" className="mt-6 text-xs text-primary_on-brand opacity-60 hover:opacity-90 transition duration-100 ease-linear">Powered by F0rty2.ai</a>
+
+            <MaintOtpModal isOpen={isOpen} onOpenChange={(open) => !open && close()} action={activeAction} />
         </div>
     );
 };

src/pages/missed-calls.tsx

@@ -10,7 +10,7 @@ import { Tabs, TabList, Tab } from '@/components/application/tabs/tabs';
 import { TopBar } from '@/components/layout/top-bar';
 import { PhoneActionCell } from '@/components/call-desk/phone-action-cell';
 import { apiClient } from '@/lib/api-client';
-import { formatPhone } from '@/lib/format';
+import { formatPhone, formatDateTimeShort } from '@/lib/format';
 
 type MissedCallRecord = {
     id: string;
@@ -32,8 +32,7 @@ const QUERY = `{ calls(first: 200, filter: {
     startedAt callsourcenumber callbackstatus missedcallcount callbackattemptedat
 } } } }`;
 
-const formatDate = (iso: string): string =>
+const formatDate = (iso: string): string => formatDateTimeShort(iso);
-    new Date(iso).toLocaleDateString('en-IN', { day: 'numeric', month: 'short', hour: 'numeric', minute: '2-digit', hour12: true });
 
 const computeSla = (dateStr: string): { label: string; color: 'success' | 'warning' | 'error' } => {
     const minutes = Math.max(0, Math.round((Date.now() - new Date(dateStr).getTime()) / 60000));

src/providers/sip-provider.tsx

@@ -104,7 +104,7 @@ export const useSip = () => {
     const [connectionStatus] = useAtom(sipConnectionStatusAtom);
     const [callState, setCallState] = useAtom(sipCallStateAtom);
     const [callerNumber, setCallerNumber] = useAtom(sipCallerNumberAtom);
-    const [callUcid] = useAtom(sipCallUcidAtom);
+    const [callUcid, setCallUcid] = useAtom(sipCallUcidAtom);
     const [isMuted, setIsMuted] = useAtom(sipIsMutedAtom);
     const [isOnHold, setIsOnHold] = useAtom(sipIsOnHoldAtom);
     const [callDuration] = useAtom(sipCallDurationAtom);
@@ -116,21 +116,33 @@ export const useSip = () => {
 
     // Ozonetel outbound dial — single path for all outbound calls
     const dialOutbound = useCallback(async (phoneNumber: string): Promise<void> => {
+        console.log(`[DIAL] Outbound dial started: phone=${phoneNumber}`);
         setCallState('ringing-out');
         setCallerNumber(phoneNumber);
         setOutboundPending(true);
-        const safetyTimeout = setTimeout(() => setOutboundPending(false), 30000);
+        const safetyTimeout = setTimeout(() => {
+            console.warn('[DIAL] Safety timeout fired (30s) — clearing outboundPending');
+            setOutboundPending(false);
+        }, 30000);
 
         try {
-            await apiClient.post('/api/ozonetel/dial', { phoneNumber });
+            const result = await apiClient.post<{ status: string; ucid?: string }>('/api/ozonetel/dial', { phoneNumber });
-        } catch {
+            console.log('[DIAL] Dial API response:', result);
+            clearTimeout(safetyTimeout);
+            // Store UCID from dial response — SIP bridge doesn't carry X-UCID for outbound
+            if (result?.ucid) {
+                console.log(`[DIAL] Storing UCID from dial response: ${result.ucid}`);
+                setCallUcid(result.ucid);
+            }
+        } catch (err) {
+            console.error('[DIAL] Dial API failed:', err);
             clearTimeout(safetyTimeout);
             setOutboundPending(false);
             setCallState('idle');
             setCallerNumber(null);
             throw new Error('Dial failed');
         }
-    }, [setCallState, setCallerNumber]);
+    }, [setCallState, setCallerNumber, setCallUcid]);
 
     const answer = useCallback(() => getSipClient()?.answer(), []);
     const reject = useCallback(() => getSipClient()?.reject(), []);

src/state/sip-manager.ts

@@ -53,26 +53,24 @@ export function connectSip(config: SIPConfig): void {
             if (state === 'ringing-in' && outboundPending) {
                 outboundPending = false;
                 outboundActive = true;
-                console.log('[SIP] Outbound bridge detected — auto-answering');
+                console.log('[SIP-MGR] Outbound bridge detected — auto-answering');
                 setTimeout(() => {
                     sipClient?.answer();
                     setTimeout(() => stateUpdater?.setCallState('active'), 300);
                 }, 500);
-                // Store UCID even for outbound bridge calls
                 if (ucid) stateUpdater?.setCallUcid(ucid);
                 return;
             }
 
-            // Don't overwrite caller number on outbound calls — it was set by click-to-call
+            console.log(`[SIP-MGR] State: ${state} | caller=${number ?? 'none'} | ucid=${ucid ?? 'none'} | outboundActive=${outboundActive}`);
+
             stateUpdater?.setCallState(state);
             if (!outboundActive && number !== undefined) {
                 stateUpdater?.setCallerNumber(number ?? null);
             }
 
-            // Store UCID if provided
             if (ucid) stateUpdater?.setCallUcid(ucid);
 
-            // Reset outbound flag when call ends
             if (state === 'ended' || state === 'failed') {
                 outboundActive = false;
                 outboundPending = false;
@@ -84,6 +82,7 @@ export function connectSip(config: SIPConfig): void {
 }
 
 export function disconnectSip(): void {
+    console.log('[SIP-MGR] Disconnecting SIP');
     sipClient?.disconnect();
     sipClient = null;
     connected = false;