fix: outbound call — debounce customer-answered, auto-dispose on no-answer (#568)

Ozonetel sends 'in-call' even for voicemail (~4s before ACW), which
briefly enabled action buttons and poisoned wasAnsweredRef. Three fixes:

1. Debounce customerAnswered for outbound: require 'in-call' to hold 5s
   before enabling buttons (filters voicemail/IVR pickup)
2. Use live customerAnswered (not stale latch) for outbound call-end
   routing — unanswered calls go to Back to Worklist, not disposition
3. Auto-dispose with NO_ANSWER on unanswered outbound to release agent
   from ACW immediately (was waiting 30s for server safety net)

Also: hide AI FAB for CC agents in app-shell.

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

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

@@ -106,13 +106,36 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
     const agentConfig = localStorage.getItem('helix_agent_config');
     const agentIdForState = agentConfig ? (() => { try { return JSON.parse(agentConfig).ozonetelAgentId; } catch { return null; } })() : null;
     const { state: ozonetelState, supervisorPresence } = useAgentState(agentIdForState);
-    // For outbound calls, SIP goes 'active' when the agent's bridge connects
-    // (before customer answers). Ozonetel state stays 'calling' until customer
-    // picks up, then transitions to 'in-call'. Use this to gate action buttons.
-    const customerAnswered = callState === 'active' && ozonetelState !== 'calling';
-
     const callDirectionRef = useRef(callState === 'ringing-out' ? 'OUTBOUND' : 'INBOUND');
+    const isOutbound = callDirectionRef.current === 'OUTBOUND';
+
+    // For outbound: Ozonetel sends 'in-call' even for voicemail (~4s before ACW).
+    // Debounce: only treat as answered if 'in-call' holds for 5+ seconds.
+    // For inbound: customer is already there — active means answered, no delay.
+    const rawAnswered = callState === 'active' && (!isOutbound || ozonetelState === 'in-call');
+    const [customerAnswered, setCustomerAnswered] = useState(false);
+    useEffect(() => {
+        if (!isOutbound) {
+            setCustomerAnswered(rawAnswered);
+            return;
+        }
+        if (rawAnswered) {
+            const timer = setTimeout(() => {
+                console.log(`[CALL-DBG] ▶ Outbound debounce passed — customer confirmed answered`);
+                setCustomerAnswered(true);
+            }, 5000);
+            return () => clearTimeout(timer);
+        }
+        setCustomerAnswered(false);
+    }, [rawAnswered, isOutbound]);
+
     const wasAnsweredRef = useRef(callState === 'active');
+    const unansweredDisposeFired = useRef(false);
+
+    // ── DEBUG: trace every state change ──
+    useEffect(() => {
+        console.log(`[CALL-DBG] callState=${callState} ozonetel=${ozonetelState} direction=${callDirectionRef.current} isOutbound=${isOutbound} rawAnswered=${rawAnswered} customerAnswered=${customerAnswered} wasAnswered=${wasAnsweredRef.current}`);
+    }, [callState, ozonetelState, isOutbound, rawAnswered, customerAnswered]);
 
     useEffect(() => {
         console.log(`[ACTIVE-CALL-CARD] Mounted: state=${callState} direction=${callDirectionRef.current} ucid=${callUcid ?? 'none'} lead=${lead?.id ?? 'none'} phone=${callerPhone}`);
@@ -130,13 +153,19 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
         };
     }, [callUcid]);
 
-    // Detect caller disconnect: call was active and ended without agent pressing End
+    // Detect caller disconnect: call was active and ended without agent pressing End.
+    // For outbound: use live customerAnswered (not the latch) — Ozonetel may briefly
+    // fire 'in-call' then 'acw' even when no one answered (voicemail, timeout).
+    // If customerAnswered is false at call end, route to Back to Worklist.
     useEffect(() => {
-        if (wasAnsweredRef.current && !dispositionOpen && (callState === 'ended' || callState === 'failed')) {
+        if (!(callState === 'ended' || callState === 'failed') || dispositionOpen) return;
+        const trulyAnswered = isOutbound ? customerAnswered : wasAnsweredRef.current;
+        console.log(`[CALL-DBG] ▶ CALL ENDED: trulyAnswered=${trulyAnswered} isOutbound=${isOutbound} customerAnswered=${customerAnswered} wasAnswered=${wasAnsweredRef.current} callState=${callState}`);
+        if (trulyAnswered) {
             setCallerDisconnected(true);
             setDispositionOpen(true);
         }
-    }, [callState, dispositionOpen]);
+    }, [callState, dispositionOpen, isOutbound, customerAnswered]);
 
     const firstName = lead?.contactName?.firstName ?? '';
     const lastName = lead?.contactName?.lastName ?? '';
@@ -214,6 +243,29 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
         onCallComplete?.();
     };
 
+    // Unanswered call — for outbound use live flag, for inbound use latch
+    const trulyAnsweredAtEnd = isOutbound ? customerAnswered : wasAnsweredRef.current;
+
+    // Auto-dispose unanswered outbound calls to release agent from ACW immediately
+    useEffect(() => {
+        if (!trulyAnsweredAtEnd && isOutbound && (callState === 'ended' || callState === 'failed') && callUcid && !unansweredDisposeFired.current) {
+            unansweredDisposeFired.current = true;
+            const agentCfg = JSON.parse(localStorage.getItem('helix_agent_config') ?? '{}');
+            console.log(`[CALL-DBG] ▶ Auto-disposing unanswered outbound: ucid=${callUcid} agent=${agentCfg.ozonetelAgentId}`);
+            apiClient.post('/api/ozonetel/dispose', {
+                ucid: callUcid,
+                disposition: 'NO_ANSWER',
+                agentId: agentCfg.ozonetelAgentId,
+                callerPhone,
+                direction: 'OUTBOUND',
+                durationSec: 0,
+                leadId: lead?.id ?? null,
+                leadName: fullName || null,
+                notes: 'Auto-disposed — customer did not answer',
+            }).catch((err) => console.error('[CALL-DBG] Auto-dispose failed:', err));
+        }
+    }, [trulyAnsweredAtEnd, isOutbound, callState, callUcid]); // eslint-disable-line react-hooks/exhaustive-deps
+
     // Outbound ringing
     if (callState === 'ringing-out') {
         return (
@@ -263,8 +315,8 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
         );
     }
 
-    // Unanswered call (ringing → ended without ever reaching active)
+    if (!trulyAnsweredAtEnd && (callState === 'ended' || callState === 'failed')) {
-    if (!wasAnsweredRef.current && (callState === 'ended' || callState === 'failed')) {
+        console.log(`[CALL-DBG] ▶ BACK-TO-WORKLIST PATH: trulyAnswered=${trulyAnsweredAtEnd} isOutbound=${isOutbound} customerAnswered=${customerAnswered} wasAnswered=${wasAnsweredRef.current}`);
         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" />
@@ -279,6 +331,9 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
 
     // Active call
     if (callState === 'active' || dispositionOpen) {
+        if (customerAnswered && !wasAnsweredRef.current) {
+            console.log(`[CALL-DBG] ▶ wasAnsweredRef SET TRUE: ozonetel=${ozonetelState} callState=${callState}`);
+        }
         if (customerAnswered) wasAnsweredRef.current = true;
         return (
             <>

src/components/layout/app-shell.tsx

@@ -144,7 +144,7 @@ export const AppShell = ({ children }: AppShellProps) => {
                     <main className="flex flex-1 flex-col overflow-hidden">{children}</main>
                 </div>
                 {isCCAgent && pathname !== '/' && pathname !== '/call-desk' && <CallWidget />}
-                {isAdmin && <AiFloatingButton />}
+                {isAdmin && !isCCAgent && <AiFloatingButton />}
             </div>
             <MaintOtpModal
                 isOpen={isOpen}