fix(appointments): preload clinic + keep saved time on edit

The appointment-edit form opened with clinic/time blank even for
well-formed appointments because the pipeline never carried clinicId
end-to-end. Four-layer audit + fix:

1. APPOINTMENTS_QUERY now fetches clinicId + clinic { id clinicName }
   + doctor.fullName (was only doctor.id).
2. transformAppointments populates real clinicId + clinicName from the
   relation instead of faking clinicName=department.
3. Appointment type gets clinicId: string | null.
4. context-panel passes clinicId through to AppointmentForm's
   existingAppointment prop; form initial-states clinic from it.

Also on edit: if the saved timeSlot isn't in the fresh slot list
(past-slot filter, schedule change, clinic mismatch) we inject it as
"HH:MM (current)" so the dropdown displays the existing value instead
of looking cleared.

Historical appointments with clinicId=null on the platform still fall
through to the auto-select-from-slot logic; a maint backfill for those
is a separate task.

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

docs/developer-operations-runbook.md

@@ -12,6 +12,9 @@ Caddy (reverse proxy, TLS, host-routed)
     ├── global.engage.healix360.net   → sidecar-global:4100
     ├── telephony.engage.healix360.net → telephony:4200
     ├── *.app.healix360.net           → server:4000 (platform)
+    ├── monitoring.healix360.net      → grafana:3000
+    ├── operations.healix360.net      → woodpecker-server:8000
+    ├── git.healix360.net             → gitea:3000
     └── engage.healix360.net          → 404 (no catchall)
 
 Docker Compose stack (EC2 — 13.234.31.194):
@@ -28,7 +31,9 @@ Docker Compose stack (EC2 — 13.234.31.194):
     ├── db                 — PostgreSQL 16 (workspace-per-schema)
     ├── clickhouse         — Analytics
     ├── minio              — S3-compatible object storage
-    └── redpanda           — Event bus (Kafka-compatible)
+    ├── redpanda           — Event bus (Kafka-compatible)
+    ├── loki               — Log aggregation (receives from Docker logging driver)
+    └── grafana            — Monitoring dashboards (Loki + ClickHouse data sources)
 ```
 
 ---
@@ -77,6 +82,9 @@ eval $EC2_SSH hostname
 | Ramaiah Platform | `https://ramaiah.app.healix360.net` |
 | Global Platform | `https://global.app.healix360.net` |
 | Telephony Dispatcher | `https://telephony.engage.healix360.net` |
+| Monitoring (Grafana) | `https://monitoring.healix360.net` |
+| CI/CD (Woodpecker) | `https://operations.healix360.net` |
+| Git (Gitea) | `https://git.healix360.net` |
 
 ---
 

docs/generate-pptx-apr06-11.cjs

@@ -0,0 +1,612 @@
+/**
+ * Helix Engage — Weekly Update (Apr 6–11, 2026)
+ * "Clinical Precision" design — dark/light alternating, geometric, executive healthcare
+ */
+const PptxGenJS = require("pptxgenjs");
+
+// ── Design System ───────────────────────────────────────────────
+const P = {
+  // Dark palette (hero slides)
+  navyDeep:   "0F172A",  // slate-900
+  navyMid:    "1E293B",  // slate-800
+  navyLight:  "334155",  // slate-700
+
+  // Light palette (content slides)
+  white:      "FFFFFF",
+  snow:       "F8FAFC",  // slate-50
+  mist:       "F1F5F9",  // slate-100
+  silver:     "E2E8F0",  // slate-200
+
+  // Text
+  inkDark:    "0F172A",
+  inkMid:     "475569",  // slate-600
+  inkLight:   "94A3B8",  // slate-400
+  inkOnDark:  "F1F5F9",
+  inkMuted:   "64748B",  // slate-500
+
+  // Accents — healthcare-inspired
+  teal:       "0D9488",  // primary brand
+  tealLight:  "14B8A6",
+  tealPale:   "CCFBF1",  // teal-100
+  blue:       "0284C7",  // sky-600
+  blueLight:  "38BDF8",
+  indigo:     "4F46E5",
+  amber:      "D97706",
+  rose:       "E11D48",
+  emerald:    "059669",
+  violet:     "7C3AED",
+};
+
+const F = "Calibri";  // Clean, universally available
+const FB = "Calibri Light";
+
+// ── Helpers ─────────────────────────────────────────────────────
+function sn(s, n) {
+  s.addText(`${n}`, {
+    x: 9.3, y: 5.15, w: 0.5, h: 0.3,
+    fontSize: 8, color: P.inkLight, fontFace: FB, align: "right",
+  });
+}
+
+function darkSlide(pptx) {
+  const s = pptx.addSlide();
+  s.background = { color: P.navyDeep };
+  return s;
+}
+
+function lightSlide(pptx) {
+  const s = pptx.addSlide();
+  s.background = { color: P.white };
+  return s;
+}
+
+// Thin teal accent line at top
+function topLine(s, color) {
+  s.addShape("rect", { x: 0, y: 0, w: 10, h: 0.04, fill: { color: color || P.teal } });
+}
+
+// Section label pill
+function pill(s, text, color, x, y) {
+  const w = text.length * 0.075 + 0.5;
+  s.addShape("roundRect", {
+    x, y, w, h: 0.26,
+    fill: { color, transparency: 85 },
+    rectRadius: 0.13,
+  });
+  s.addText(text.toUpperCase(), {
+    x, y, w, h: 0.26,
+    fontSize: 7, fontFace: F, bold: true, color,
+    align: "center", valign: "middle",
+  });
+}
+
+// Metric block (for dark slides)
+function metric(s, { x, y, value, label, color, w = 2.0 }) {
+  // Subtle card
+  s.addShape("roundRect", {
+    x, y, w, h: 1.4,
+    fill: { color: P.navyMid },
+    line: { color: P.navyLight, width: 0.5 },
+    rectRadius: 0.08,
+  });
+  // Accent top bar
+  s.addShape("rect", { x: x + 0.15, y: y + 0.06, w: w - 0.3, h: 0.025, fill: { color } });
+  // Value
+  s.addText(value, {
+    x, y: y + 0.15, w, h: 0.75,
+    fontSize: 38, fontFace: F, bold: true, color,
+    align: "center", valign: "middle",
+  });
+  // Label
+  s.addText(label, {
+    x, y: y + 0.9, w, h: 0.35,
+    fontSize: 9, fontFace: FB, color: P.inkLight,
+    align: "center", valign: "top",
+  });
+}
+
+// Content card (for light slides)
+function card(s, { x, y, w, h, title, accent, items }) {
+  // Card with left accent border
+  s.addShape("roundRect", {
+    x, y, w, h,
+    fill: { color: P.snow },
+    line: { color: P.silver, width: 0.5 },
+    rectRadius: 0.06,
+  });
+  // Left accent bar
+  s.addShape("rect", { x, y: y + 0.1, w: 0.035, h: h - 0.2, fill: { color: accent } });
+  // Title
+  s.addText(title, {
+    x: x + 0.25, y: y + 0.08, w: w - 0.4, h: 0.32,
+    fontSize: 10.5, fontFace: F, bold: true, color: accent,
+  });
+  // Items
+  if (items?.length) {
+    s.addText(
+      items.map(t => ({
+        text: t,
+        options: {
+          fontSize: 8.5, fontFace: FB, color: P.inkMid,
+          bullet: { code: "2022" }, // bullet dot
+          paraSpaceAfter: 3, breakLine: true,
+        },
+      })),
+      { x: x + 0.25, y: y + 0.4, w: w - 0.5, h: h - 0.5, valign: "top", lineSpacingMultiple: 1.15 }
+    );
+  }
+}
+
+// Section heading for light slides
+function sectionHead(s, title, subtitle) {
+  s.addText(title, {
+    x: 0.6, y: 0.35, w: 8, h: 0.45,
+    fontSize: 22, fontFace: F, bold: true, color: P.inkDark,
+  });
+  if (subtitle) {
+    s.addText(subtitle, {
+      x: 0.6, y: 0.78, w: 8, h: 0.3,
+      fontSize: 10, fontFace: FB, color: P.inkMuted,
+    });
+  }
+}
+
+// ═════════════════════════════════════════════════════════════════
+async function build() {
+  const pptx = new PptxGenJS();
+  pptx.layout = "LAYOUT_16x9";
+  pptx.author = "Satya Suman Sari";
+  pptx.company = "FortyTwo Platform";
+  pptx.title = "Helix Engage — Weekly Update (Apr 6–11, 2026)";
+
+  // ─── SLIDE 1: Title (Dark) ────────────────────────────────────
+  {
+    const s = darkSlide(pptx);
+    topLine(s, P.teal);
+
+    // Geometric accent — vertical teal line
+    s.addShape("rect", { x: 0.6, y: 1.2, w: 0.035, h: 2.8, fill: { color: P.teal } });
+
+    pill(s, "Weekly Status", P.tealLight, 0.85, 1.3);
+
+    s.addText("Helix Engage", {
+      x: 0.85, y: 1.7, w: 7, h: 0.9,
+      fontSize: 42, fontFace: F, bold: true, color: P.white,
+    });
+
+    s.addText("Engineering Progress Report", {
+      x: 0.85, y: 2.5, w: 7, h: 0.4,
+      fontSize: 16, fontFace: FB, color: P.inkLight,
+    });
+
+    // Date block
+    s.addShape("rect", { x: 0.85, y: 3.2, w: 2.2, h: 0.04, fill: { color: P.teal, transparency: 50 } });
+    s.addText("April 6 – 11, 2026", {
+      x: 0.85, y: 3.35, w: 3, h: 0.3,
+      fontSize: 11, fontFace: F, bold: true, color: P.tealLight,
+    });
+
+    s.addText("Satya Suman Sari  |  FortyTwo Platform", {
+      x: 0.85, y: 4.8, w: 5, h: 0.25,
+      fontSize: 8, fontFace: FB, color: P.inkLight,
+    });
+    sn(s, 1);
+  }
+
+  // ─── SLIDE 2: At a Glance (Dark) ─────────────────────────────
+  {
+    const s = darkSlide(pptx);
+    topLine(s, P.teal);
+
+    pill(s, "Overview", P.tealLight, 0.5, 0.3);
+    s.addText("Week at a Glance", {
+      x: 0.5, y: 0.6, w: 5, h: 0.45,
+      fontSize: 22, fontFace: F, bold: true, color: P.white,
+    });
+
+    metric(s, { x: 0.5,  y: 1.25, value: "57",  label: "Commits Shipped", color: P.blueLight, w: 2.05 });
+    metric(s, { x: 2.7,  y: 1.25, value: "9",   label: "Defects Resolved", color: P.rose, w: 2.05 });
+    metric(s, { x: 4.9,  y: 1.25, value: "40",  label: "E2E Tests Passing", color: P.emerald, w: 2.05 });
+    metric(s, { x: 7.1,  y: 1.25, value: "17",  label: "Docker Containers", color: P.violet, w: 2.05 });
+
+    // Key highlights
+    const highlights = [
+      "Multi-tenant EC2 architecture deployed — Ramaiah + Global on single instance",
+      "Woodpecker CI/CD pipeline operational with Teams notifications",
+      "Cross-tenant security vulnerability identified and patched",
+      "Complete documentation: architecture, runbook, CI/CD guide",
+    ];
+    s.addText(
+      highlights.map(h => ({
+        text: h,
+        options: {
+          fontSize: 10, fontFace: FB, color: P.inkOnDark,
+          bullet: { code: "25B8" }, paraSpaceAfter: 6, breakLine: true,
+        },
+      })),
+      { x: 0.6, y: 2.9, w: 8.5, h: 2.0, valign: "top", lineSpacingMultiple: 1.2 }
+    );
+
+    sn(s, 2);
+  }
+
+  // ─── SLIDE 3: Defect Fixes (Light) ────────────────────────────
+  {
+    const s = lightSlide(pptx);
+    topLine(s, P.rose);
+    sectionHead(s, "Defect Resolution", "9 of 17 triaged bugs fixed and deployed this week");
+
+    const bugs = [
+      ["#527", "Appointment creation overwrites patient details"],
+      ["#529", "Break/Training status doesn't block outbound calls"],
+      ["#531", "Agent can log out during an active call"],
+      ["#533", "Redundant Call History page header"],
+      ["#534", "Redundant Patients page header"],
+      ["#536", "My Performance displays wrong agent data"],
+      ["#538", "Supervisor dashboard metrics incorrect"],
+      ["#540", "Ghost calls visible for logged-out agents"],
+      ["#547", "SLA priority rules not reflected in worklist"],
+    ];
+
+    const rows = [
+      [
+        { text: "ID", options: { bold: true, color: P.white, fill: { color: P.navyMid }, fontSize: 8.5, fontFace: F } },
+        { text: "Description", options: { bold: true, color: P.white, fill: { color: P.navyMid }, fontSize: 8.5, fontFace: F } },
+        { text: "Status", options: { bold: true, color: P.white, fill: { color: P.navyMid }, fontSize: 8.5, fontFace: F } },
+      ],
+      ...bugs.map(([id, desc], i) => [
+        { text: id, options: { fontSize: 8.5, fontFace: F, color: P.inkMid, fill: { color: i % 2 === 0 ? P.snow : P.white } } },
+        { text: desc, options: { fontSize: 8.5, fontFace: FB, color: P.inkMid, fill: { color: i % 2 === 0 ? P.snow : P.white } } },
+        { text: "Resolved", options: { fontSize: 8.5, fontFace: F, bold: true, color: P.emerald, fill: { color: i % 2 === 0 ? P.snow : P.white } } },
+      ]),
+    ];
+
+    s.addTable(rows, {
+      x: 0.5, y: 1.2, w: 9.0,
+      border: { type: "solid", pt: 0.3, color: P.silver },
+      colW: [0.7, 6.6, 1.7], rowH: 0.36,
+    });
+
+    s.addText("Deferred by product:  #516 recordings  |  #517 AI transcription  |  #519 supervisor calling  |  #539 real-time missed calls  |  #541 whisper/barge", {
+      x: 0.5, y: 4.9, w: 9, h: 0.3,
+      fontSize: 7.5, fontFace: FB, color: P.inkLight, italic: true,
+    });
+    sn(s, 3);
+  }
+
+  // ─── SLIDE 4: Security Fix (Dark) ────────────────────────────
+  {
+    const s = darkSlide(pptx);
+    topLine(s, P.rose);
+
+    pill(s, "Security", P.rose, 0.5, 0.3);
+    s.addText("Cross-Tenant Isolation Vulnerability", {
+      x: 0.5, y: 0.6, w: 9, h: 0.45,
+      fontSize: 22, fontFace: F, bold: true, color: P.white,
+    });
+    s.addText("Discovered and patched within the same sprint", {
+      x: 0.5, y: 1.0, w: 9, h: 0.3,
+      fontSize: 10, fontFace: FB, color: P.inkLight,
+    });
+
+    // Problem
+    s.addShape("roundRect", {
+      x: 0.4, y: 1.5, w: 4.4, h: 2.6,
+      fill: { color: P.navyMid }, line: { color: P.navyLight, width: 0.5 }, rectRadius: 0.06,
+    });
+    s.addShape("rect", { x: 0.4, y: 1.5, w: 0.035, h: 2.6, fill: { color: P.rose } });
+    s.addText("Impact", {
+      x: 0.65, y: 1.55, w: 3, h: 0.3,
+      fontSize: 11, fontFace: F, bold: true, color: P.rose,
+    });
+    s.addText(
+      [
+        "Shared OZONETEL_AGENT_ID env var across sidecars",
+        "6 endpoints used silent fallback to wrong agent",
+        "Ramaiah operations could modify Global's session",
+        "Agent state, disposition, dial, metrics all affected",
+        "No error or warning — completely silent",
+      ].map(t => ({
+        text: t, options: { fontSize: 8.5, fontFace: FB, color: P.inkOnDark, bullet: { code: "25B8" }, paraSpaceAfter: 4, breakLine: true },
+      })),
+      { x: 0.65, y: 1.9, w: 3.9, h: 2.0, valign: "top" }
+    );
+
+    // Resolution
+    s.addShape("roundRect", {
+      x: 5.1, y: 1.5, w: 4.5, h: 2.6,
+      fill: { color: P.navyMid }, line: { color: P.navyLight, width: 0.5 }, rectRadius: 0.06,
+    });
+    s.addShape("rect", { x: 5.1, y: 1.5, w: 0.035, h: 2.6, fill: { color: P.emerald } });
+    s.addText("Resolution", {
+      x: 5.35, y: 1.55, w: 3, h: 0.3,
+      fontSize: 11, fontFace: F, bold: true, color: P.emerald,
+    });
+    s.addText(
+      [
+        "Removed all defaultAgentId fallbacks",
+        "All 6 endpoints now require agentId (400 if absent)",
+        "Frontend sends agentId from localStorage",
+        "OZONETEL_AGENT_ID removed from config entirely",
+        "Verified with 40 E2E tests — zero regressions",
+      ].map(t => ({
+        text: t, options: { fontSize: 8.5, fontFace: FB, color: P.inkOnDark, bullet: { code: "25B8" }, paraSpaceAfter: 4, breakLine: true },
+      })),
+      { x: 5.35, y: 1.9, w: 4.0, h: 2.0, valign: "top" }
+    );
+
+    // Clean layers footer
+    s.addText("Unaffected layers:  Login (DB lookup)  |  Telephony dispatcher (event payload)  |  Sidecar registration (GraphQL)  |  Supervisor (webhook events)", {
+      x: 0.5, y: 4.4, w: 9, h: 0.3,
+      fontSize: 7.5, fontFace: FB, color: P.inkLight,
+    });
+    sn(s, 4);
+  }
+
+  // ─── SLIDE 5: EC2 Architecture (Light) ────────────────────────
+  {
+    const s = lightSlide(pptx);
+    topLine(s, P.blue);
+    sectionHead(s, "AWS EC2 Multi-Tenant Architecture", "Single instance, strict tenant isolation, host-routed Caddy");
+
+    card(s, {
+      x: 0.4, y: 1.2, w: 4.4, h: 2.0,
+      title: "Shared Platform Layer", accent: P.blue,
+      items: [
+        "NestJS server — multi-tenant by Origin header",
+        "PostgreSQL 16 with workspace-per-schema",
+        "BullMQ worker, ClickHouse analytics, Redpanda events",
+        "MinIO S3-compatible object storage",
+      ],
+    });
+
+    card(s, {
+      x: 5.1, y: 1.2, w: 4.5, h: 2.0,
+      title: "Isolated Sidecar Layer", accent: P.amber,
+      items: [
+        "Per-hospital: sidecar + Redis + data volume",
+        "Caddy host-routes — no catchall, no cross-tenant",
+        "ramaiah.engage.healix360.net \u2192 sidecar-ramaiah",
+        "global.engage.healix360.net \u2192 sidecar-global",
+      ],
+    });
+
+    card(s, {
+      x: 0.4, y: 3.4, w: 4.4, h: 1.7,
+      title: "Telephony Dispatcher", accent: P.teal,
+      items: [
+        "Routes Ozonetel events by agentId via Redis lookup",
+        "Sidecars self-register on boot with heartbeat",
+        "Zero config when onboarding new hospitals",
+      ],
+    });
+
+    card(s, {
+      x: 5.1, y: 3.4, w: 4.5, h: 1.7,
+      title: "Live Endpoints", accent: P.indigo,
+      items: [
+        "ramaiah.engage / global.engage — Hospital UIs",
+        "telephony.engage — Event dispatcher",
+        "operations — CI/CD dashboard",
+        "git — Gitea forge (mirrors Azure DevOps)",
+      ],
+    });
+    sn(s, 5);
+  }
+
+  // ─── SLIDE 6: E2E Tests (Dark) ────────────────────────────────
+  {
+    const s = darkSlide(pptx);
+    topLine(s, P.emerald);
+
+    pill(s, "Quality Assurance", P.emerald, 0.5, 0.3);
+    s.addText("40 Automated E2E Tests", {
+      x: 0.5, y: 0.6, w: 9, h: 0.45,
+      fontSize: 22, fontFace: F, bold: true, color: P.white,
+    });
+    s.addText("Playwright smoke tests covering every page across both hospitals", {
+      x: 0.5, y: 1.0, w: 9, h: 0.3,
+      fontSize: 10, fontFace: FB, color: P.inkLight,
+    });
+
+    // Ramaiah
+    s.addShape("roundRect", {
+      x: 0.4, y: 1.5, w: 4.4, h: 2.4,
+      fill: { color: P.navyMid }, line: { color: P.navyLight, width: 0.5 }, rectRadius: 0.06,
+    });
+    s.addShape("rect", { x: 0.4, y: 1.5, w: 0.035, h: 2.4, fill: { color: P.amber } });
+    s.addText("Ramaiah Hospitals — 27 tests", {
+      x: 0.65, y: 1.55, w: 4, h: 0.3,
+      fontSize: 10.5, fontFace: F, bold: true, color: P.amber,
+    });
+    s.addText(
+      [
+        "Login flow: branding, credentials, auth guard (4)",
+        "CC Agent: call desk, history, patients, appointments, performance, sidebar, sign-out (10)",
+        "Supervisor: dashboard, team perf, live monitor, all data pages, settings (12)",
+        "Auth setup with auto session unlock (1)",
+      ].map(t => ({ text: t, options: { fontSize: 8.5, fontFace: FB, color: P.inkOnDark, bullet: { code: "25B8" }, paraSpaceAfter: 5, breakLine: true } })),
+      { x: 0.65, y: 1.9, w: 3.9, h: 1.8, valign: "top" }
+    );
+
+    // Global
+    s.addShape("roundRect", {
+      x: 5.1, y: 1.5, w: 4.5, h: 2.4,
+      fill: { color: P.navyMid }, line: { color: P.navyLight, width: 0.5 }, rectRadius: 0.06,
+    });
+    s.addShape("rect", { x: 5.1, y: 1.5, w: 0.035, h: 2.4, fill: { color: P.blueLight } });
+    s.addText("Global Hospital — 13 tests", {
+      x: 5.35, y: 1.55, w: 4, h: 0.3,
+      fontSize: 10.5, fontFace: F, bold: true, color: P.blueLight,
+    });
+    s.addText(
+      [
+        "CC Agent: landing, history, patients, appointments, performance, sidebar, sign-out (7)",
+        "Supervisor: landing, patients, appointments, campaigns, settings (5)",
+        "Auth setup with auto session unlock (1)",
+      ].map(t => ({ text: t, options: { fontSize: 8.5, fontFace: FB, color: P.inkOnDark, bullet: { code: "25B8" }, paraSpaceAfter: 5, breakLine: true } })),
+      { x: 5.35, y: 1.9, w: 4.0, h: 1.8, valign: "top" }
+    );
+
+    // Self-healing footer
+    s.addShape("roundRect", {
+      x: 0.4, y: 4.15, w: 9.2, h: 0.85,
+      fill: { color: P.navyMid }, line: { color: P.navyLight, width: 0.5 }, rectRadius: 0.06,
+    });
+    s.addText("Self-Healing", {
+      x: 0.65, y: 4.2, w: 2, h: 0.25,
+      fontSize: 9, fontFace: F, bold: true, color: P.emerald,
+    });
+    s.addText("Auto-clears session locks before login  |  Completes sign-out after tests  |  Runs against live EC2, not mocked  |  ~6 min on Woodpecker CI", {
+      x: 0.65, y: 4.5, w: 8.5, h: 0.3,
+      fontSize: 8, fontFace: FB, color: P.inkLight,
+    });
+    sn(s, 6);
+  }
+
+  // ─── SLIDE 7: CI/CD (Light) ───────────────────────────────────
+  {
+    const s = lightSlide(pptx);
+    topLine(s, P.indigo);
+    sectionHead(s, "CI/CD Pipeline", "Automated testing, report publishing, and team notifications");
+
+    // Flow bar
+    s.addShape("roundRect", {
+      x: 0.5, y: 1.15, w: 9.0, h: 0.4,
+      fill: { color: P.mist }, line: { color: P.silver, width: 0.5 }, rectRadius: 0.06,
+    });
+    s.addText("Azure DevOps   \u2192   Gitea Mirror   \u2192   Woodpecker Pipeline   \u2192   MinIO Reports   \u2192   Teams Alert", {
+      x: 0.5, y: 1.15, w: 9.0, h: 0.4,
+      fontSize: 9.5, fontFace: F, bold: true, color: P.indigo, align: "center", valign: "middle",
+    });
+
+    card(s, {
+      x: 0.4, y: 1.75, w: 4.4, h: 1.7,
+      title: "Frontend Pipeline", accent: P.blue,
+      items: [
+        "TypeScript typecheck (yarn tsc --noEmit)",
+        "40 Playwright E2E tests against live EC2",
+        "HTML report uploaded to MinIO (S3 plugin)",
+        "Teams Adaptive Card with report link",
+      ],
+    });
+
+    card(s, {
+      x: 5.1, y: 1.75, w: 4.5, h: 1.7,
+      title: "Sidecar Pipeline", accent: P.violet,
+      items: [
+        "Jest unit tests (npm ci + jest --ci)",
+        "Teams notification on pass or fail",
+        "Triggered on push or manual run",
+      ],
+    });
+
+    card(s, {
+      x: 0.4, y: 3.65, w: 9.2, h: 1.4,
+      title: "Operations Dashboard", accent: P.teal,
+      items: [
+        "operations.healix360.net — Woodpecker CI with full build history and logs",
+        "operations.healix360.net/reports/{run}/ — Playwright HTML reports with screenshots (basic auth protected)",
+        "git.healix360.net — Gitea forge mirroring Azure DevOps every 15 minutes",
+        "Teams 'Deployment updates' channel receives Adaptive Cards with pass/fail count and report link",
+      ],
+    });
+    sn(s, 7);
+  }
+
+  // ─── SLIDE 8: Timeline (Light) ────────────────────────────────
+  {
+    const s = lightSlide(pptx);
+    topLine(s, P.teal);
+    sectionHead(s, "Development Timeline");
+
+    const timeline = [
+      { date: "Apr 6 Sun", title: "Onboarding Wizard", desc: "6-phase setup wizard, widget config, telephony/AI CRUD, team invite, clinic/doctor management", color: P.blue },
+      { date: "Apr 7 Mon", title: "SIP & ACW Fixes", desc: "3-layer ACW protection, SIP disconnect guard, dispose agentId, setup wizard polish", color: P.teal },
+      { date: "Apr 8 Tue", title: "Master Data", desc: "Dynamic clinic/doctor fetching, appointment form overhaul, Ramaiah 195 doctor seed", color: P.amber },
+      { date: "Apr 9 Wed", title: "EC2 Deployment", desc: "Multi-tenant architecture, telephony dispatcher, Caddy host routing, 14 containers", color: P.indigo },
+      { date: "Apr 10 Thu", title: "Defect Sprint", desc: "9 bugs fixed, 40 E2E tests, architecture docs, runbook, cross-tenant discovery", color: P.rose },
+      { date: "Apr 11 Fri", title: "CI/CD Pipeline", desc: "Woodpecker + Gitea + MinIO, Teams notifications, defaultAgentId security patch", color: P.emerald },
+    ];
+
+    // Vertical line
+    s.addShape("rect", { x: 1.25, y: 1.2, w: 0.02, h: 3.9, fill: { color: P.silver } });
+
+    timeline.forEach((e, i) => {
+      const y = 1.2 + i * 0.65;
+      // Dot
+      s.addShape("ellipse", {
+        x: 1.18, y: y + 0.06, w: 0.16, h: 0.16,
+        fill: { color: e.color }, line: { color: P.white, width: 2 },
+      });
+      // Date
+      s.addText(e.date, {
+        x: 1.55, y, w: 1.2, h: 0.22,
+        fontSize: 7.5, fontFace: F, bold: true, color: e.color,
+      });
+      // Title
+      s.addText(e.title, {
+        x: 2.8, y, w: 1.8, h: 0.22,
+        fontSize: 9.5, fontFace: F, bold: true, color: P.inkDark,
+      });
+      // Desc
+      s.addText(e.desc, {
+        x: 4.7, y, w: 4.8, h: 0.55,
+        fontSize: 8, fontFace: FB, color: P.inkMid, valign: "top",
+      });
+    });
+    sn(s, 8);
+  }
+
+  // ─── SLIDE 9: Closing (Dark) ──────────────────────────────────
+  {
+    const s = darkSlide(pptx);
+    topLine(s, P.teal);
+
+    s.addShape("rect", { x: 0.6, y: 1.6, w: 0.035, h: 1.8, fill: { color: P.teal } });
+
+    s.addText("57 commits across 3 repositories", {
+      x: 0.85, y: 1.6, w: 8, h: 0.6,
+      fontSize: 28, fontFace: F, bold: true, color: P.white,
+    });
+
+    s.addText("From single-tenant VPS to multi-tenant EC2 with automated CI/CD,\n40 end-to-end tests, and a fully integrated operations dashboard.", {
+      x: 0.85, y: 2.3, w: 7, h: 0.7,
+      fontSize: 12, fontFace: FB, color: P.inkLight, lineSpacingMultiple: 1.4,
+    });
+
+    // Achievement pills
+    const items = [
+      { text: "Multi-Tenant EC2", color: P.blue },
+      { text: "40 E2E Tests", color: P.emerald },
+      { text: "CI/CD Pipeline", color: P.indigo },
+      { text: "9 Bugs Fixed", color: P.rose },
+      { text: "Teams Alerts", color: P.violet },
+    ];
+    items.forEach((a, i) => {
+      const x = 0.85 + i * 1.7;
+      s.addShape("roundRect", {
+        x, y: 3.4, w: 1.5, h: 0.32,
+        fill: { color: P.navyMid },
+        line: { color: a.color, width: 1 },
+        rectRadius: 0.16,
+      });
+      s.addText(a.text, {
+        x, y: 3.4, w: 1.5, h: 0.32,
+        fontSize: 8, fontFace: F, bold: true, color: a.color,
+        align: "center", valign: "middle",
+      });
+    });
+
+    s.addText("Satya Suman Sari  |  FortyTwo Platform", {
+      x: 0.85, y: 4.8, w: 5, h: 0.25,
+      fontSize: 8, fontFace: FB, color: P.inkLight,
+    });
+    sn(s, 9);
+  }
+
+  await pptx.writeFile({ fileName: "docs/weekly-update-apr06-11.pptx" });
+  console.log("Generated: docs/weekly-update-apr06-11.pptx");
+}
+
+build().catch(err => { console.error(err); process.exit(1); });

docs/weekly-status-apr06-11.md

@@ -0,0 +1,162 @@
+# Helix Engage — Weekly Status Update
+
+**Period:** April 6 – April 11, 2026
+**Team:** Engineering
+
+---
+
+## Executive Summary
+
+Major infrastructure milestone — Helix Engage is now running on AWS EC2 with multi-tenant architecture supporting both Ramaiah Hospitals and Global Hospital on a single instance. A full CI/CD pipeline with automated E2E testing and Teams notifications is operational. 17 defects from QA were triaged, 8 fixed and deployed, and a cross-tenant security vulnerability in the telephony layer was discovered and patched.
+
+---
+
+## 1. AWS EC2 Deployment (Multi-Tenant)
+
+**Status: Live**
+
+Migrated from single-tenant VPS to multi-tenant EC2 architecture:
+
+- **Instance:** m6i.xlarge, Mumbai (ap-south-1), 15GB RAM
+- **14 Docker containers** running: platform, 2 sidecars, telephony dispatcher, 4 Redis instances, Caddy, PostgreSQL, ClickHouse, Redpanda, MinIO
+- **Strict tenant isolation:** each hospital has its own sidecar container, Redis instance, and data volume
+- **Host-routed Caddy:** cross-tenant webhook routing is physically impossible
+
+**URLs deployed:**
+- ramaiah.engage.healix360.net (Ramaiah Hospitals)
+- global.engage.healix360.net (Global Hospital)
+- ramaiah.app.healix360.net / global.app.healix360.net (Platform)
+- telephony.engage.healix360.net (Event dispatcher)
+- operations.healix360.net (CI/CD dashboard)
+- git.healix360.net (Git forge)
+
+---
+
+## 2. Telephony Event Dispatcher
+
+**Status: Live**
+
+Built a NestJS service that routes Ozonetel agent/call events to the correct hospital's sidecar:
+
+- Ozonetel event subscriptions are **account-level** (not per-campaign) — one URL for all agents
+- Dispatcher receives all events, looks up `agentId` in Redis, forwards to the correct sidecar
+- Sidecars self-register on boot with their agent list; heartbeat every 30s, TTL 90s
+- No manual configuration needed when adding new hospitals
+
+---
+
+## 3. Cross-Tenant Security Fix (defaultAgentId)
+
+**Status: Fixed and deployed**
+
+Discovered that 6 sidecar endpoints used a hardcoded `OZONETEL_AGENT_ID` env var as a fallback when `agentId` wasn't provided by the frontend. In a multi-tenant setup, this caused Ramaiah sidecar operations to silently affect Global Hospital's agent.
+
+**Impact:** Agent state changes, call disposition, outbound dialing, performance metrics, and maintenance commands could operate on the wrong hospital's agent with no error or warning.
+
+**Fix:**
+- Removed `defaultAgentId` getter and all hardcoded fallbacks (`agent3`, `Test123$`, `521814`)
+- All 6 endpoints now require `agentId` from the caller (400 if missing)
+- Frontend updated to send `agentId` from `localStorage.helix_agent_config` in all calls
+- `OZONETEL_AGENT_ID` removed from env config entirely
+
+---
+
+## 4. Defect Fixes (8 of 17)
+
+| Bug | Title | Status |
+|-----|-------|--------|
+| #527 | Appointment creation updates existing patient incorrectly | Fixed |
+| #529 | Break/Training status doesn't block outbound calls | Fixed |
+| #531 | Agent can log out during active call | Fixed |
+| #533 | Redundant "Call History" header | Fixed |
+| #534 | Redundant "Patients" header | Fixed |
+| #536 | My Performance shows wrong agent's data | Fixed |
+| #538 | Supervisor dashboard metrics incorrect | Fixed |
+| #540 | Ghost calls visible for logged-out agents | Fixed |
+| #547 | SLA rules not reflected in Call Desk | Fixed (config seeded) |
+
+**Deferred (by product):** #516 (recordings real-time), #517/#548 (AI transcription), #519 (supervisor call — needs SIP seat), #539 (missed calls real-time), #541 (whisper/barge/listen)
+
+---
+
+## 5. E2E Test Suite (Playwright)
+
+**Status: 40 tests, all passing**
+
+Automated smoke tests covering every page for both hospitals:
+
+- **Login (4):** branding, invalid creds, supervisor login, auth guard
+- **Ramaiah CC Agent (10):** call desk, call history, patients, appointments, my performance, sidebar, sign-out
+- **Ramaiah Supervisor (12):** dashboard, team performance, live monitor, leads, patients, appointments, call log, recordings, missed calls, campaigns, settings, sidebar
+- **Global CC Agent (7):** all pages + sign-out
+- **Global Supervisor (5):** all pages
+
+Self-healing: auto-clears agent session locks before login, completes sign-out after tests.
+
+---
+
+## 6. CI/CD Pipeline (Woodpecker + Gitea)
+
+**Status: Operational**
+
+End-to-end CI/CD on EC2:
+
+- **Gitea** mirrors Azure DevOps repos every 15 minutes
+- **Woodpecker CI** triggers pipelines on push or manual run
+- **Frontend pipeline:** TypeScript typecheck → 40 E2E tests → HTML report published to MinIO → Teams notification
+- **Sidecar pipeline:** Jest unit tests → Teams notification
+- **Reports:** Playwright HTML reports with screenshots at `operations.healix360.net/reports/{run}/index.html`
+- **Teams notifications:** Adaptive Cards to "Deployment updates" channel with pass/fail summary + report link
+
+---
+
+## 7. Documentation
+
+Three docs committed to the repo:
+
+- **architecture.md** — Multi-tenant topology with Mermaid diagram, telephony dispatcher, failure modes
+- **developer-operations-runbook.md** — SSH access, accounts, deploy steps, Redis ops, DB access, troubleshooting
+- **ci-cd-operations.md** — Gitea, Woodpecker, MinIO, Teams notification setup and troubleshooting
+
+---
+
+## 8. Data Seeding
+
+- **Ramaiah:** 195 real doctors scraped from msrmh.com, clinics, visit slots, campaign data
+- **Global:** CC agent accounts (rekha.cc, ganesh.cc), marketing (sanjay), supervisor (dr.ramesh) created with proper roles
+- **Rules engine:** 6 priority scoring rules seeded (missed call, follow-up, campaign lead, 2nd/3rd attempt, spam deprioritize)
+- **Seed script:** idempotent `mkMember`, cleanup phase before seeding, runs against any workspace via env vars
+
+---
+
+## 9. Other Improvements
+
+- **SIP agent tracing:** Browser console logs `agent=ramaiahadmin ext=524435` on every SIP connect/disconnect/state change for multi-agent debugging
+- **ACW 3-layer protection:** beforeunload warning → sendBeacon auto-dispose → server 30s timer
+- **Maint endpoints:** `force-ready` and `unlock-agent` now accept `agentId` from body (was hardcoded)
+- **Security group automation:** SSH IP auto-updated via AWS CLI when ISP changes
+
+---
+
+## Metrics
+
+| Metric | Value |
+|--------|-------|
+| Commits (frontend) | 35 |
+| Commits (sidecar) | 20 |
+| Commits (SDK app) | 2 |
+| Bugs fixed | 9 |
+| E2E tests | 40 |
+| Docker containers | 17 (14 app + 3 CI) |
+| DNS records | 6 |
+| Uptime | EC2 live since Apr 9 |
+
+---
+
+## Next Week Priorities
+
+1. Merge `feature/omnichannel-widget` → `master` (frontend)
+2. Frontend Docker image (stop rsync, bake into image)
+3. Appointment date validation (no past dates, auto-tomorrow after hours)
+4. Pre-built CI Docker image (skip `yarn install` on every run)
+5. Deferred defects: #516, #539 (real-time updates)

scripts/seed-new-entities.ts

@@ -5,11 +5,13 @@
  * Prerequisites: doctors already seeded via seed-data.ts
  *
  * Platform field mapping (SDK name → platform name):
- *   Clinic: address→addressCustom, operatingHoursWeekday→weekdayHours,
+ *   Clinic: address→addressCustom,
- *     operatingHoursSaturday→saturdayHours, operatingHoursSunday→sundayHours,
+ *     per-day booleans openMonday..openSunday + opensAt/closesAt (HH:MM),
  *     clinicStatus→status, onlineBookingEnabled→onlineBooking,
  *     arriveEarlyMinutes→arriveEarlyMin, paymentCash→acceptsCash,
- *     paymentCard→acceptsCard, paymentUpi→acceptsUpi
+ *     paymentCard→acceptsCard, paymentUpi→acceptsUpi.
+ *     requiredDocuments is a RELATION (ClinicRequiredDocument); seed rows
+ *     separately — not a string on the Clinic itself.
  *   HealthPackage: packageDepartment→department, durationMinutes→durationMin, isActive→active
  *   InsurancePartner: planTypes→planTypesAccepted
  */
@@ -68,15 +70,16 @@ async function main() {
         },
         phone: { primaryPhoneNumber: '08041234567', primaryPhoneCallingCode: '+91', primaryPhoneCountryCode: 'IN' },
         email: { primaryEmail: 'koramangala@globalhospital.com' },
-        weekdayHours: '8:00 AM – 8:00 PM',
+        openMonday: true, openTuesday: true, openWednesday: true,
-        saturdayHours: '8:00 AM – 8:00 PM',
+        openThursday: true, openFriday: true, openSaturday: true, openSunday: true,
-        sundayHours: '9:00 AM – 2:00 PM',
+        opensAt: '08:00',
+        closesAt: '20:00',
         status: 'ACTIVE',
         walkInAllowed: true,
         onlineBooking: true,
         cancellationWindowHours: 4,
         arriveEarlyMin: 15,
-        requiredDocuments: 'ID proof + medical records',
+        // requiredDocuments is a relation (ClinicRequiredDocument) — seed separately
         acceptsCash: 'YES',
         acceptsCard: 'YES',
         acceptsUpi: 'YES',
@@ -95,15 +98,15 @@ async function main() {
         },
         phone: { primaryPhoneNumber: '08041234568', primaryPhoneCallingCode: '+91', primaryPhoneCountryCode: 'IN' },
         email: { primaryEmail: 'whitefield@globalhospital.com' },
-        weekdayHours: '8:00 AM – 8:00 PM',
+        openMonday: true, openTuesday: true, openWednesday: true,
-        saturdayHours: '8:00 AM – 8:00 PM',
+        openThursday: true, openFriday: true, openSaturday: true, openSunday: false,
-        sundayHours: 'Closed',
+        opensAt: '08:00',
+        closesAt: '20:00',
         status: 'ACTIVE',
         walkInAllowed: true,
         onlineBooking: true,
         cancellationWindowHours: 4,
         arriveEarlyMin: 15,
-        requiredDocuments: 'ID proof + medical records',
         acceptsCash: 'YES',
         acceptsCard: 'YES',
         acceptsUpi: 'YES',
@@ -122,15 +125,15 @@ async function main() {
         },
         phone: { primaryPhoneNumber: '08041234569', primaryPhoneCallingCode: '+91', primaryPhoneCountryCode: 'IN' },
         email: { primaryEmail: 'indiranagar@globalhospital.com' },
-        weekdayHours: '9:00 AM – 7:00 PM',
+        openMonday: true, openTuesday: true, openWednesday: true,
-        saturdayHours: '9:00 AM – 7:00 PM',
+        openThursday: true, openFriday: true, openSaturday: true, openSunday: true,
-        sundayHours: '10:00 AM – 1:00 PM',
+        opensAt: '09:00',
+        closesAt: '19:00',
         status: 'ACTIVE',
         walkInAllowed: true,
         onlineBooking: true,
         cancellationWindowHours: 4,
         arriveEarlyMin: 15,
-        requiredDocuments: 'ID proof + medical records',
         acceptsCash: 'YES',
         acceptsCard: 'YES',
         acceptsUpi: 'YES',

scripts/seed-ramaiah-slots.ts

@@ -0,0 +1,114 @@
+/**
+ * Seed DoctorVisitSlots for all Ramaiah doctors.
+ * Assigns default visiting hours based on department patterns.
+ * Run after seed-ramaiah.ts has populated doctors + clinic.
+ *
+ * Run: cd helix-engage && SEED_GQL=https://ramaiah.app.healix360.net/graphql SEED_SUB=ramaiah SEED_ORIGIN=https://ramaiah.app.healix360.net npx tsx scripts/seed-ramaiah-slots.ts
+ */
+
+const GQL = process.env.SEED_GQL ?? 'http://localhost:4000/graphql';
+const SUB = process.env.SEED_SUB ?? 'ramaiah';
+const ORIGIN = process.env.SEED_ORIGIN ?? 'http://ramaiah.localhost:5080';
+
+let token = '';
+
+async function gql(query: string, variables?: any) {
+    const h: Record<string, string> = { 'Content-Type': 'application/json', 'X-Workspace-Subdomain': SUB };
+    if (token) h['Authorization'] = `Bearer ${token}`;
+    const r = await fetch(GQL, { method: 'POST', headers: h, body: JSON.stringify({ query, variables }) });
+    const d: any = await r.json();
+    if (d.errors) throw new Error(d.errors[0].message);
+    return d.data;
+}
+
+async function auth() {
+    const d1 = await gql(`mutation { getLoginTokenFromCredentials(email: "dev@fortytwo.dev", password: "tim@apple.dev", origin: "${ORIGIN}") { loginToken { token } } }`);
+    const lt = d1.getLoginTokenFromCredentials.loginToken.token;
+    const d2 = await gql(`mutation { getAuthTokensFromLoginToken(loginToken: "${lt}", origin: "${ORIGIN}") { tokens { accessOrWorkspaceAgnosticToken { token } } } }`);
+    token = d2.getAuthTokensFromLoginToken.tokens.accessOrWorkspaceAgnosticToken.token;
+}
+
+// Default schedule patterns by department type
+const schedulePatterns: Record<string, { days: string[]; start: string; end: string }> = {
+    // Surgical departments: morning OPD
+    surgery: { days: ['MONDAY', 'WEDNESDAY', 'FRIDAY', 'SATURDAY'], start: '09:00', end: '13:00' },
+    // Medical departments: afternoon OPD
+    medicine: { days: ['MONDAY', 'TUESDAY', 'WEDNESDAY', 'THURSDAY', 'FRIDAY'], start: '14:00', end: '17:00' },
+    // High-traffic: full day Mon-Sat
+    fullDay: { days: ['MONDAY', 'TUESDAY', 'WEDNESDAY', 'THURSDAY', 'FRIDAY', 'SATURDAY'], start: '09:00', end: '17:00' },
+    // Emergency/Critical: all week
+    allWeek: { days: ['MONDAY', 'TUESDAY', 'WEDNESDAY', 'THURSDAY', 'FRIDAY', 'SATURDAY', 'SUNDAY'], start: '08:00', end: '20:00' },
+    // Specialists: limited days
+    specialist: { days: ['TUESDAY', 'THURSDAY', 'SATURDAY'], start: '10:00', end: '14:00' },
+};
+
+function getPattern(department: string): { days: string[]; start: string; end: string } {
+    const d = department.toLowerCase();
+    if (d.includes('emergency') || d.includes('critical care')) return schedulePatterns.allWeek;
+    if (d.includes('general medicine') || d.includes('paediatrics') || d.includes('obstetrics')) return schedulePatterns.fullDay;
+    if (d.includes('surgery') || d.includes('ortho') || d.includes('neuro')) return schedulePatterns.surgery;
+    if (d.includes('cardiology') || d.includes('nephrology') || d.includes('oncology')) return schedulePatterns.medicine;
+    if (d.includes('dermatology') || d.includes('psychiatry') || d.includes('rheumatology') || d.includes('endocrinology')) return schedulePatterns.specialist;
+    // Default: Mon-Fri mornings
+    return { days: ['MONDAY', 'TUESDAY', 'WEDNESDAY', 'THURSDAY', 'FRIDAY'], start: '09:00', end: '13:00' };
+}
+
+async function main() {
+    console.log('🕐 Seeding visit slots for Ramaiah doctors...\n');
+    await auth();
+    console.log('✅ Auth OK\n');
+
+    // Fetch all doctors
+    const docData = await gql(`{ doctors(first: 500) { edges { node { id name department } } } }`);
+    const doctors = docData.doctors.edges.map((e: any) => e.node);
+    console.log(`📋 Found ${doctors.length} doctors\n`);
+
+    // Fetch clinic
+    const clinicData = await gql(`{ clinics(first: 1) { edges { node { id clinicName } } } }`);
+    const clinicId = clinicData.clinics.edges[0]?.node.id;
+    const clinicName = clinicData.clinics.edges[0]?.node.clinicName ?? 'Clinic';
+    if (!clinicId) { console.error('No clinic found!'); process.exit(1); }
+    console.log(`🏥 Clinic: ${clinicName} (${clinicId})\n`);
+
+    let created = 0;
+    let failed = 0;
+
+    for (let i = 0; i < doctors.length; i++) {
+        if (i > 0 && i % 40 === 0) {
+            await auth();
+            console.log(`   (re-authed at ${i})`);
+        }
+
+        const doc = doctors[i];
+        const pattern = getPattern(doc.department ?? '');
+
+        for (const day of pattern.days) {
+            try {
+                await gql(
+                    `mutation($data: DoctorVisitSlotCreateInput!) { createDoctorVisitSlot(data: $data) { id } }`,
+                    {
+                        data: {
+                            name: `${doc.name} — ${day} ${pattern.start}–${pattern.end}`,
+                            doctorId: doc.id,
+                            clinicId,
+                            dayOfWeek: day,
+                            startTime: pattern.start,
+                            endTime: pattern.end,
+                        },
+                    },
+                );
+                created++;
+            } catch (err: any) {
+                failed++;
+                if (failed <= 5) console.error(`   ✗ ${doc.name} ${day}: ${err.message?.slice(0, 60)}`);
+            }
+        }
+
+        if ((i + 1) % 30 === 0) console.log(`   ${i + 1}/${doctors.length} doctors processed (${created} slots)...`);
+    }
+
+    console.log(`\n✅ ${created} visit slots created, ${failed} failed`);
+    console.log(`   ${doctors.length} doctors × avg ${Math.round(created / doctors.length)} days each`);
+}
+
+main().catch(e => { console.error('💥', e.message); process.exit(1); });

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') {
-        notify.success('Appointment Booked', 'Payment link will be sent to the patient');
+            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
@@ -292,12 +299,15 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
 
                             <Button size="sm" color={appointmentOpen ? 'primary' : 'secondary'}
                                 iconLeading={({ className, ...rest }: any) => <FontAwesomeIcon icon={faCalendarPlus} className={className} {...rest} />}
+                                isDisabled={!wasAnsweredRef.current}
                                 onClick={() => { setAppointmentOpen(!appointmentOpen); setEnquiryOpen(false); setTransferOpen(false); }}>Book Appt</Button>
                             <Button size="sm" color={enquiryOpen ? 'primary' : 'secondary'}
                                 iconLeading={({ className, ...rest }: any) => <FontAwesomeIcon icon={faClipboardQuestion} className={className} {...rest} />}
+                                isDisabled={!wasAnsweredRef.current}
                                 onClick={() => { setEnquiryOpen(!enquiryOpen); setAppointmentOpen(false); setTransferOpen(false); }}>Enquiry</Button>
                             <Button size="sm" color={transferOpen ? 'primary' : 'secondary'}
                                 iconLeading={({ className, ...rest }: any) => <FontAwesomeIcon icon={faPhoneArrowRight} className={className} {...rest} />}
+                                isDisabled={!wasAnsweredRef.current}
                                 onClick={() => { setTransferOpen(!transferOpen); setAppointmentOpen(false); setEnquiryOpen(false); }}>Transfer</Button>
 
                             <Button size="sm" color="primary-destructive" className="ml-auto"
@@ -317,7 +327,10 @@ 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 +353,9 @@ 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 +367,13 @@ 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',
                 )}
             >
-                <FontAwesomeIcon icon={faCircle} className={cx('size-2', current.dotColor)} />
+                {changing ? (
-                <span className={cx('text-xs font-medium', current.color)}>{current.label}</span>
+                    <FontAwesomeIcon icon={faSpinnerThird} spin className="size-2.5 text-fg-brand-primary" />
-                {canToggle && <FontAwesomeIcon icon={faChevronDown} className="size-2.5 text-fg-quaternary" />}
+                ) : (
+                    <FontAwesomeIcon icon={faCircle} className={cx('size-2', current.dotColor)} />
+                )}
+                <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/ai-chat-panel.tsx

@@ -27,7 +27,7 @@ export const AiChatPanel = ({ callerContext, onChatStart }: AiChatPanelProps) =>
 
     const token = localStorage.getItem('helix_access_token') ?? '';
 
-    const { messages, input, handleSubmit, handleInputChange, isLoading, append } = useChat({
+    const { messages, input, handleSubmit, handleInputChange, isLoading, append, setMessages } = useChat({
         api: `${API_URL}/api/ai/stream`,
         streamProtocol: 'text',
         headers: {
@@ -49,6 +49,28 @@ export const AiChatPanel = ({ callerContext, onChatStart }: AiChatPanelProps) =>
         }
     }, [messages, onChatStart]);
 
+    // Auto-fire a patient-summary request when a caller with a leadId appears
+    // on the panel. Resets whenever the caller changes (new incoming call) so
+    // each call starts fresh. The sidecar's AI agent inspects the leadId and
+    // replies with appointment/disposition/notes history when the caller is
+    // a returning patient, or a brief "net-new caller" ack otherwise.
+    const autoFiredForLeadRef = useRef<string | null>(null);
+    useEffect(() => {
+        const leadId = callerContext?.leadId ?? null;
+        if (!leadId) return;
+        if (autoFiredForLeadRef.current === leadId) return;
+
+        // New caller — clear any prior chat state and fire the summary prompt.
+        autoFiredForLeadRef.current = leadId;
+        setMessages([]);
+        chatStartedRef.current = false;
+        const name = callerContext?.leadName ?? 'this caller';
+        append({
+            role: 'user',
+            content: `Give me a quick summary of ${name} — prior appointments, last disposition, any outstanding notes. If net-new, say so.`,
+        });
+    }, [callerContext?.leadId, callerContext?.leadName, append, setMessages]);
+
     const handleQuickAction = (prompt: string) => {
         append({ role: 'user', content: prompt });
     };

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

@@ -18,6 +18,7 @@ type ExistingAppointment = {
     doctorName: string;
     doctorId?: string;
     department: string;
+    clinicId?: string;
     reasonForVisit?: string;
     status: string;
 };
@@ -29,7 +30,10 @@ 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;
 };
 
@@ -79,7 +83,11 @@ export const AppointmentForm = ({
     const [patientPhone, setPatientPhone] = useState(callerNumber ?? '');
     const [age, setAge] = useState('');
     const [gender, setGender] = useState<string | null>(null);
-    const [clinic, setClinic] = useState<string | null>(null);
+    // Preload clinic from the existing appointment when editing — so the
+    // select lands on the right branch instead of being empty and forcing
+    // the agent to re-pick. Only historical rows that predate clinicId
+    // persistence will fall through to the auto-select-from-slot logic.
+    const [clinic, setClinic] = useState<string | null>(existingAppointment?.clinicId ?? null);
     const [clinicItems, setClinicItems] = useState<Array<{ id: string; label: string }>>([]);
     const [department, setDepartment] = useState<string | null>(existingAppointment?.department ?? null);
     const [doctor, setDoctor] = useState<string | null>(existingAppointment?.doctorId ?? null);
@@ -108,13 +116,31 @@ export const AppointmentForm = ({
         apiClient.get<Array<{ time: string; label: string; clinicId: string; clinicName: string }>>(
             `/api/masterdata/slots?doctorId=${doctor}&date=${date}`,
         ).then(slots => {
-            setTimeSlotItems(slots.map(s => ({ id: s.time, label: s.label })));
+            // Filter by selected clinic — doctor may visit multiple branches
-            // Auto-select clinic from the slot's clinic
+            const filtered = clinic ? slots.filter(s => s.clinicId === clinic) : slots;
-            if (slots.length > 0 && !clinic) {
+            let items = filtered.map(s => ({ id: s.time, label: s.label }));
+
+            // In edit mode, the saved timeSlot may have been filtered out
+            // (past-slot filter, schedule change, clinic mismatch). Inject
+            // it as a synthetic option so the dropdown still shows the
+            // existing value — otherwise the agent sees a cleared field
+            // and assumes the save-time was lost.
+            if (timeSlot && !items.some(i => i.id === timeSlot)) {
+                items = [{ id: timeSlot, label: `${timeSlot} (current)` }, ...items];
+            }
+
+            setTimeSlotItems(items);
+            // Auto-select clinic from the slot's clinic only if no clinic chosen
+            if (filtered.length === 0 && slots.length > 0 && !clinic) {
                 setClinic(slots[0].clinicId);
+                const autoItems = slots.filter(s => s.clinicId === slots[0].clinicId).map(s => ({ id: s.time, label: s.label }));
+                if (timeSlot && !autoItems.some(i => i.id === timeSlot)) {
+                    autoItems.unshift({ id: timeSlot, label: `${timeSlot} (current)` });
+                }
+                setTimeSlotItems(autoItems);
             }
         }).catch(() => setTimeSlotItems([]));
-    }, [doctor, date]);
+    }, [doctor, date, clinic, timeSlot]);
 
     // Availability state
     const [bookedSlots, setBookedSlots] = useState<string[]>([]);
@@ -238,7 +264,9 @@ 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: $data) { id }
@@ -251,29 +279,84 @@ export const AppointmentForm = ({
                             department: selectedDoctor?.department ?? '',
                             doctorId: doctor,
                             reasonForVisit: chiefComplaint || null,
+                            status: 'RESCHEDULED',
                         },
                     },
                 );
+
+                // Propagate name change during reschedule. Same gate as the
+                // create branch — nameChanged implies isNameEditable=true,
+                // which means the agent went through EditPatientConfirmModal.
+                const trimmedName = patientName.trim();
+                const nameChanged = isNameEditable && trimmedName.length > 0 && trimmedName !== initialLeadName;
+                if (nameChanged) {
+                    const nameParts = { firstName: trimmedName.split(' ')[0], lastName: trimmedName.split(' ').slice(1).join(' ') || '' };
+                    if (patientId) {
+                        await apiClient.graphql(
+                            `mutation($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: $data) { id } }`,
+                            { id: leadId, data: { contactName: nameParts } },
+                        ).catch((err: unknown) => console.warn('Failed to update lead name:', err));
+                    }
+                }
+
                 notify.success('Appointment Updated');
             } else {
+                // If no patient record exists yet (new caller), create one now
+                let resolvedPatientId = patientId;
+                if (!resolvedPatientId && callerNumber) {
+                    const trimmedName = patientName.trim();
+                    const nameParts = {
+                        firstName: trimmedName.split(' ')[0] || '',
+                        lastName: trimmedName.split(' ').slice(1).join(' ') || '',
+                    };
+                    // Normalize phone to +91XXXXXXXXXX format
+                    const phoneDigits = callerNumber.replace(/\D/g, '').slice(-10);
+                    const phoneE164 = `+91${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: $data) { id } }`,
+                            { data: patientData },
+                        );
+                        resolvedPatientId = created.createPatient.id;
+                    } catch (err) {
+                        console.warn('Failed to create patient:', err);
+                    }
+                }
+
                 // Create appointment
+                const appointmentData: Record<string, any> = {
+                    scheduledAt,
+                    durationMin: 30,
+                    appointmentType: 'CONSULTATION',
+                    status: 'SCHEDULED',
+                    doctorName: selectedDoctor?.name ?? '',
+                    department: selectedDoctor?.department ?? '',
+                    doctorId: doctor,
+                    reasonForVisit: chiefComplaint || null,
+                    ...(resolvedPatientId ? { patientId: resolvedPatientId } : {}),
+                    ...(clinic ? { clinicId: clinic } : {}),
+                    ...(agentNotes ? { agentNotes } : {}),
+                    ...(source ? { source } : {}),
+                };
+                console.log('[APPOINTMENT] Creating appointment:', JSON.stringify(appointmentData));
                 await apiClient.graphql(
                     `mutation CreateAppointment($data: AppointmentCreateInput!) {
                         createAppointment(data: $data) { id }
                     }`,
-                    {
+                    { data: appointmentData },
-                        data: {
-                            scheduledAt,
-                            durationMin: 30,
-                            appointmentType: 'CONSULTATION',
-                            status: 'SCHEDULED',
-                            doctorName: selectedDoctor?.name ?? '',
-                            department: selectedDoctor?.department ?? '',
-                            doctorId: doctor,
-                            reasonForVisit: chiefComplaint || null,
-                            ...(patientId ? { patientId } : {}),
-                        },
-                    },
                 );
 
                 // Determine whether the agent actually renamed the patient.
@@ -283,13 +366,19 @@ export const AppointmentForm = ({
                 const trimmedName = patientName.trim();
                 const nameChanged = isNameEditable && trimmedName.length > 0 && trimmedName !== initialLeadName;
 
-                // DO NOT update the shared Patient entity when name changes
+                // Update patient name when the agent explicitly renamed.
-                // during appointment creation. The Patient record is shared
+                // `nameChanged` already requires isNameEditable=true (the
-                // across all appointments — modifying it here would
+                // agent went through EditPatientConfirmModal), so the
-                // retroactively change the name on all past appointments.
+                // rename intent is unambiguous. Bug #527's silent-overwrite
-                // The patient name for THIS appointment is stored on the
+                // case can no longer happen because the confirm modal
-                // Appointment entity itself (via doctorName/department).
+                // gates the input.
-                // Bug #527: removed updatePatient() call.
+                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 } }`,
+                        { id: patientId, data: { fullName: nameParts } },
+                    ).catch((err: unknown) => console.warn('Failed to update patient name:', err));
+                }
 
                 // Update lead status/lastContacted on every appointment book
                 // (those are genuinely about this appointment), but only
@@ -316,21 +405,14 @@ 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.');
@@ -353,7 +435,7 @@ 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 +14,15 @@ 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' },
+    CALL_DROPPED: { label: 'Call Dropped', color: 'gray' },
 };
 
 const formatDuration = (seconds: number | null): string => {

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

@@ -122,6 +122,44 @@ export const ContextPanel = ({ selectedLead, activities, calls, followUps, appoi
 
     const hasContext = !!(lead?.aiSummary || leadCalls.length || leadFollowUps.length || leadAppointments.length || leadActivities.length);
 
+    // Edit mode takes over the whole right panel — otherwise the
+    // AppointmentForm competes with the AI panel + context blocks for
+    // vertical space and gets crushed into a tiny strip at the bottom.
+    if (editingAppointment) {
+        return (
+            <div className="flex h-full flex-col">
+                <div className="shrink-0 border-b border-secondary px-3 py-2 flex items-center justify-between">
+                    <span className="text-sm font-semibold text-primary">Edit Appointment</span>
+                    <button
+                        onClick={() => setEditingAppointment(null)}
+                        className="text-xs font-medium text-tertiary hover:text-primary transition duration-100 ease-linear"
+                    >
+                        Back to context
+                    </button>
+                </div>
+                <AppointmentForm
+                    isOpen={true}
+                    onOpenChange={(open) => { if (!open) setEditingAppointment(null); }}
+                    callerNumber={callerPhone}
+                    leadName={fullName}
+                    leadId={lead?.id}
+                    patientId={editingAppointment.patientId}
+                    existingAppointment={{
+                        id: editingAppointment.id,
+                        scheduledAt: editingAppointment.scheduledAt ?? '',
+                        doctorName: editingAppointment.doctorName ?? '',
+                        doctorId: editingAppointment.doctorId ?? undefined,
+                        department: editingAppointment.department ?? '',
+                        clinicId: editingAppointment.clinicId ?? undefined,
+                        reasonForVisit: editingAppointment.reasonForVisit ?? undefined,
+                        status: editingAppointment.appointmentStatus ?? 'SCHEDULED',
+                    }}
+                    onSaved={() => setEditingAppointment(null)}
+                />
+            </div>
+        );
+    }
+
     return (
         <div className="flex h-full flex-col">
             {/* Lead header — always visible */}
@@ -316,28 +354,6 @@ export const ContextPanel = ({ selectedLead, activities, calls, followUps, appoi
             <div className="flex flex-1 flex-col min-h-0 overflow-hidden">
                 <AiChatPanel callerContext={callerContext} onChatStart={handleChatStart} />
             </div>
-
-            {/* Appointment edit form */}
-            {editingAppointment && (
-                <AppointmentForm
-                    isOpen={!!editingAppointment}
-                    onOpenChange={(open) => { if (!open) setEditingAppointment(null); }}
-                    callerNumber={callerPhone}
-                    leadName={fullName}
-                    leadId={lead?.id}
-                    patientId={editingAppointment.patientId}
-                    existingAppointment={{
-                        id: editingAppointment.id,
-                        scheduledAt: editingAppointment.scheduledAt ?? '',
-                        doctorName: editingAppointment.doctorName ?? '',
-                        doctorId: editingAppointment.doctorId ?? undefined,
-                        department: editingAppointment.department ?? '',
-                        reasonForVisit: editingAppointment.reasonForVisit ?? undefined,
-                        status: editingAppointment.appointmentStatus ?? 'SCHEDULED',
-                    }}
-                    onSaved={() => setEditingAppointment(null)}
-                />
-            )}
         </div>
     );
 };

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 +91,74 @@ 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',
+    },
+    {
+        value: 'CALL_DROPPED',
+        label: 'Call Dropped',
+        activeClass: 'bg-secondary-solid text-white border-transparent',
+        defaultClass: 'bg-secondary text-secondary border-secondary',
+    },
 ];
 
 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 +166,20 @@ 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 +202,47 @@ 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 +104,49 @@ 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${registeredPhone.replace(/^\+?91/, '').replace(/\D/g, '').slice(-10)}` : undefined;
+                    const patientData: Record<string, any> = {
+                        name: trimmedName,
+                        fullName: nameParts,
+                        patientType: 'NEW',
+                    };
+                    if (phoneE164) patientData.phones = { primaryPhoneNumber: phoneE164 };
+                    const pResult = await apiClient.graphql<{ createPatient: { id: string } }>(
+                        `mutation($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: $data) { id } }`,
                     {
@@ -114,34 +160,16 @@ export const EnquiryForm = ({ isOpen, onOpenChange, callerPhone, leadName, leadI
                         },
                     },
                 );
-            } else {
-                // No matched lead — create a fresh one. For net-new leads
-                // we always populate contactName from the typed value
-                // (there's no existing record to protect).
-                await apiClient.graphql(
-                    `mutation($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 +177,10 @@ 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 +190,12 @@ 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: $data) { id } }`,
                     {
@@ -176,7 +206,7 @@ export const EnquiryForm = ({ isOpen, onOpenChange, callerPhone, leadName, leadI
                             priority: 'NORMAL',
                             assignedAgent: agentName ?? undefined,
                             scheduledAt: new Date(`${followUpDate}T09:00:00`).toISOString(),
-                            patientId: patientId ?? undefined,
+                            patientId: resolvedPatientId || undefined,
                         },
                     },
                     { silent: true },
@@ -184,7 +214,9 @@ 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 +283,22 @@ export const EnquiryForm = ({ isOpen, onOpenChange, callerPhone, leadName, leadI
                     </Select>
                 </div>
 
-                <Checkbox isSelected={followUpNeeded} onChange={setFollowUpNeeded} label="Follow-up Needed" />
+                <div className="flex items-center gap-3">
-
+                    <Checkbox isSelected={followUpNeeded} onChange={setFollowUpNeeded} label="Follow-up Needed" />
-                {followUpNeeded && (
+                    {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}
+                                min={new Date().toISOString().split('T')[0]}
+                                onChange={(e) => setFollowUpDate(e.target.value)}
+                                required
+                                aria-label="Follow-up Date"
+                                className="w-full rounded-lg border border-primary bg-primary px-3 py-2 text-sm text-primary outline-none focus:border-brand-primary"
+                            />
+                        </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 +51,15 @@ 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',
+    CALL_DROPPED: 'Call Dropped',
 };
 
 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) => {
@@ -248,14 +289,19 @@ const buildRows = (missedCalls: MissedCall[], followUps: WorklistFollowUp[], lea
 export const WorklistPanel = ({ missedCalls, followUps, leads, loading, onSelectLead, selectedLeadId, onDialMissedCall }: WorklistPanelProps) => {
     const [tab, setTab] = useState<TabKey>('all');
     const [search, setSearch] = useState('');
-    const [missedSubTab, setMissedSubTab] = useState<MissedSubTab>('pending');
+    // Missed tab always shows PENDING callbacks. Attempted/Completed/Invalid
-    const [sortDescriptor, setSortDescriptor] = useState<SortDescriptor>({ column: 'sla', direction: 'descending' });
+    // sub-tabs were removed per QA feedback — pending callbacks are the only
+    // ones agents need to act on from the worklist.
+    const missedSubTab: MissedSubTab = 'pending';
+    // 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 +319,7 @@ 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 +341,27 @@ 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 +375,7 @@ 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);
@@ -377,30 +442,9 @@ export const WorklistPanel = ({ missedCalls, followUps, leads, loading, onSelect
                 </div>
             </div>
 
-            {/* Missed call status sub-tabs */}
+            {/* Missed-call sub-tabs removed per QA feedback — the Missed tab
-            {tab === 'missed' && (
+                now only shows pending callbacks. Attempted is redundant once
-                <div className="flex shrink-0 gap-1 px-5 py-2 border-b border-secondary">
+                the worklist is the single source of truth. */}
-                    {(['pending', 'attempted', 'completed', 'invalid'] as MissedSubTab[]).map(sub => (
-                        <button
-                            key={sub}
-                            onClick={() => { setMissedSubTab(sub); setPage(1); }}
-                            className={cx(
-                                'px-3 py-1 text-xs font-medium rounded-md capitalize transition duration-100 ease-linear',
-                                missedSubTab === sub
-                                    ? 'bg-brand-50 text-brand-700 border border-brand-200'
-                                    : 'text-tertiary hover:text-secondary hover:bg-secondary',
-                            )}
-                        >
-                            {sub}
-                            {sub === 'pending' && missedByStatus.pending.length > 0 && (
-                                <span className="ml-1.5 bg-error-50 text-error-700 text-xs px-1.5 py-0.5 rounded-full">
-                                    {missedByStatus.pending.length}
-                                </span>
-                            )}
-                        </button>
-                    ))}
-                </div>
-            )}
 
             {filteredRows.length === 0 ? (
                 <div className="flex items-center justify-center py-12">
@@ -421,7 +465,7 @@ 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/dashboard/agent-table.tsx

@@ -26,14 +26,27 @@ interface AgentTableProps {
 
 export const AgentTable = ({ calls }: AgentTableProps) => {
     const agents = useMemo(() => {
-        const agentMap = new Map<string, Call[]>();
+        // Bucket by authoritative agent.id when present (from CDR enrichment);
+        // fall back to raw agentName for legacy rows that haven't been
+        // enriched yet. Skips rows with no agent info at all.
+        const agentMap = new Map<string, { displayName: string; calls: Call[] }>();
         for (const call of calls) {
-            const agent = call.agentName ?? 'Unknown';
+            let key: string;
-            if (!agentMap.has(agent)) agentMap.set(agent, []);
+            let displayName: string;
-            agentMap.get(agent)!.push(call);
+            if (call.agent?.id) {
+                key = call.agent.id;
+                displayName = call.agent.name ?? call.agent.ozonetelAgentId ?? 'Unknown';
+            } else if (call.agentName) {
+                key = `legacy:${call.agentName}`;
+                displayName = call.agentName;
+            } else {
+                continue;
+            }
+            if (!agentMap.has(key)) agentMap.set(key, { displayName, calls: [] });
+            agentMap.get(key)!.calls.push(call);
         }
 
-        return Array.from(agentMap.entries()).map(([name, agentCalls]) => {
+        return Array.from(agentMap.entries()).map(([key, { displayName, calls: agentCalls }]) => {
             const inbound = agentCalls.filter((c) => c.callDirection === 'INBOUND').length;
             const outbound = agentCalls.filter((c) => c.callDirection === 'OUTBOUND').length;
             const missed = agentCalls.filter((c) => c.callStatus === 'MISSED').length;
@@ -43,11 +56,11 @@ export const AgentTable = ({ calls }: AgentTableProps) => {
             const avgHandle = completedCalls.length > 0 ? Math.round(totalDuration / completedCalls.length) : 0;
             const booked = agentCalls.filter((c) => c.disposition === 'APPOINTMENT_BOOKED').length;
             const conversion = total > 0 ? (booked / total) * 100 : 0;
-            const nameParts = name.split(' ');
+            const nameParts = displayName.split(' ');
 
             return {
-                id: name,
+                id: key,
-                name,
+                name: displayName,
                 initials: getInitials(nameParts[0] ?? '', nameParts[1] ?? ''),
                 inbound, outbound, missed, total, avgHandle, conversion,
             };
@@ -82,7 +95,7 @@ export const AgentTable = ({ calls }: AgentTableProps) => {
                     {(agent) => (
                         <Table.Row id={agent.id}>
                             <Table.Cell>
-                                <Link to={`/agent/${encodeURIComponent(agent.name)}`} className="no-underline">
+                                <Link to={`/agent/${encodeURIComponent(agent.id)}`} className="no-underline">
                                     <div className="flex items-center gap-2">
                                         <Avatar size="xs" initials={agent.initials} />
                                         <span className="text-sm font-medium text-brand-secondary hover:text-brand-secondary_hover transition duration-100 ease-linear">{agent.name}</span>

src/components/layout/notification-bell.tsx

@@ -2,46 +2,14 @@ import { useState, useRef, useEffect } from 'react';
 import { FontAwesomeIcon } from '@fortawesome/react-fontawesome';
 import { faBell, faTriangleExclamation, faXmark, faCheck } from '@fortawesome/pro-duotone-svg-icons';
 import { Badge } from '@/components/base/badges/badges';
-import { usePerformanceAlerts, type PerformanceAlert } from '@/hooks/use-performance-alerts';
+import { usePerformanceAlerts } from '@/hooks/use-performance-alerts';
 import { cx } from '@/utils/cx';
 
-const DEMO_ALERTS: PerformanceAlert[] = [
-    { id: 'demo-1', agent: 'Riya Mehta', type: 'Excessive Idle Time', value: '120m', severity: 'error', dismissed: false },
-    { id: 'demo-2', agent: 'Arjun Kapoor', type: 'Excessive Idle Time', value: '180m', severity: 'error', dismissed: false },
-    { id: 'demo-3', agent: 'Sneha Iyer', type: 'Excessive Idle Time', value: '250m', severity: 'error', dismissed: false },
-    { id: 'demo-4', agent: 'Vikrant Desai', type: 'Excessive Idle Time', value: '300m', severity: 'error', dismissed: false },
-    { id: 'demo-5', agent: 'Vikrant Desai', type: 'Low NPS', value: '35', severity: 'warning', dismissed: false },
-    { id: 'demo-6', agent: 'Vikrant Desai', type: 'Low Conversion', value: '40%', severity: 'warning', dismissed: false },
-    { id: 'demo-7', agent: 'Pooja Rao', type: 'Excessive Idle Time', value: '200m', severity: 'error', dismissed: false },
-    { id: 'demo-8', agent: 'Mohammed Rizwan', type: 'Excessive Idle Time', value: '80m', severity: 'error', dismissed: false },
-];
-
 export const NotificationBell = () => {
-    const { alerts: liveAlerts, dismiss: liveDismiss, dismissAll: liveDismissAll } = usePerformanceAlerts();
+    const { alerts, dismiss, dismissAll } = usePerformanceAlerts();
-    const [demoAlerts, setDemoAlerts] = useState<PerformanceAlert[]>(DEMO_ALERTS);
+    const [open, setOpen] = useState(false);
-    const [open, setOpen] = useState(true);
     const panelRef = useRef<HTMLDivElement>(null);
 
-    // Use live alerts if available, otherwise demo
-    const alerts = liveAlerts.length > 0 ? liveAlerts : demoAlerts.filter(a => !a.dismissed);
-    const isDemo = liveAlerts.length === 0;
-
-    const dismiss = (id: string) => {
-        if (isDemo) {
-            setDemoAlerts(prev => prev.map(a => a.id === id ? { ...a, dismissed: true } : a));
-        } else {
-            liveDismiss(id);
-        }
-    };
-
-    const dismissAll = () => {
-        if (isDemo) {
-            setDemoAlerts(prev => prev.map(a => ({ ...a, dismissed: true })));
-        } else {
-            liveDismissAll();
-        }
-    };
-
     // Close on outside click
     useEffect(() => {
         if (!open) return;
@@ -123,7 +91,7 @@ export const NotificationBell = () => {
                                         <p className="text-sm font-medium text-primary">{alert.agent}</p>
                                         <p className="text-xs text-tertiary">{alert.type}</p>
                                     </div>
-                                    <Badge size="sm" color={alert.severity} type="pill-color">{alert.value}</Badge>
+                                    <Badge size="sm" color={alert.severity === 'error' ? 'error' : alert.severity === 'warning' ? 'warning' : 'gray'} type="pill-color">{alert.value}</Badge>
                                     <button
                                         onClick={() => dismiss(alert.id)}
                                         className="text-fg-quaternary hover:text-fg-secondary shrink-0 transition duration-100 ease-linear"

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

@@ -1,102 +1,101 @@
-import { useEffect, useMemo, useRef, useState } from 'react';
+import { useEffect, useRef, useState, useCallback } from 'react';
-import { useData } from '@/providers/data-provider';
 import { useAuth } from '@/providers/auth-provider';
 import { notify } from '@/lib/toast';
 
 export type PerformanceAlert = {
     id: string;
     agent: string;
-    type: 'Excessive Idle Time' | 'Low NPS' | 'Low Conversion';
+    agentId: string | null;
+    type: string;
     value: string;
-    severity: 'error' | 'warning';
+    severity: 'error' | 'warning' | 'info';
+    message?: string | null;
+    firedAt?: string;
     dismissed: boolean;
 };
 
 const API_URL = import.meta.env.VITE_API_URL ?? 'http://localhost:4100';
+const POLL_INTERVAL_MS = 60_000;
+
+const sevToFront = (s: string): 'error' | 'warning' | 'info' => {
+    const v = (s ?? '').toLowerCase();
+    if (v === 'critical') return 'error';
+    if (v === 'warning') return 'warning';
+    return 'info';
+};
 
 export const usePerformanceAlerts = () => {
     const { isAdmin } = useAuth();
-    const { calls, leads } = useData();
     const [alerts, setAlerts] = useState<PerformanceAlert[]>([]);
-    const [teamPerf, setTeamPerf] = useState<any>(null);
+    const lastSeenIdsRef = useRef<Set<string>>(new Set());
-    const toastsFiredRef = useRef(false);
 
-    // Fetch team performance data from sidecar (same as team-performance page)
+    const load = useCallback(async () => {
-    useEffect(() => {
         if (!isAdmin) return;
-        const today = new Date().toISOString().split('T')[0];
         const token = localStorage.getItem('helix_access_token') ?? '';
-        fetch(`${API_URL}/api/supervisor/team-performance?date=${today}`, {
+        try {
-            headers: { Authorization: `Bearer ${token}` },
+            const res = await fetch(`${API_URL}/api/supervisor/performance-alerts`, {
-        })
+                headers: { Authorization: `Bearer ${token}` },
-            .then(r => r.ok ? r.json() : null)
+            });
-            .then(data => setTeamPerf(data))
+            if (!res.ok) return;
-            .catch(() => {});
+            const json = await res.json();
+            const list: PerformanceAlert[] = (json?.alerts ?? []).map((a: any) => ({
+                id: a.id,
+                agent: a.agent,
+                agentId: a.agentId ?? null,
+                type: a.type,
+                value: a.value ?? '',
+                severity: sevToFront(a.severity),
+                message: a.message,
+                firedAt: a.firedAt,
+                dismissed: false,
+            }));
+            setAlerts(list);
+
+            // Toast for newly arrived alerts
+            const fresh = list.filter((a) => !lastSeenIdsRef.current.has(a.id));
+            if (fresh.length > 0 && lastSeenIdsRef.current.size > 0) {
+                notify.error('Performance Alerts', `${fresh.length} new alert(s)`);
+            }
+            lastSeenIdsRef.current = new Set(list.map((a) => a.id));
+        } catch {
+            // Silent — sidecar may be temporarily down
+        }
     }, [isAdmin]);
 
-    // Compute alerts from team performance + entity data
-    useMemo(() => {
-        if (!isAdmin || !teamPerf?.agents) return;
-
-        const parseTime = (t: string): number => {
-            const parts = t.split(':').map(Number);
-            return (parts[0] ?? 0) * 3600 + (parts[1] ?? 0) * 60 + (parts[2] ?? 0);
-        };
-
-        const list: PerformanceAlert[] = [];
-        let idx = 0;
-
-        for (const agent of teamPerf.agents) {
-            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;
-
-            const tb = agent.timeBreakdown;
-            const idleMinutes = tb ? Math.round(parseTime(tb.totalIdleTime ?? '0:0:0') / 60) : 0;
-
-            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 });
-            }
-            if (agent.minnpsthreshold && (agent.npsscore ?? 100) < agent.minnpsthreshold) {
-                list.push({ id: `nps-${idx++}`, agent: agent.name ?? agent.ozonetelagentid, type: 'Low NPS', value: String(agent.npsscore ?? 0), severity: 'warning', dismissed: false });
-            }
-            if (agent.minconversionpercent && convPercent < agent.minconversionpercent) {
-                list.push({ id: `conv-${idx++}`, agent: agent.name ?? agent.ozonetelagentid, type: 'Low Conversion', value: `${convPercent}%`, severity: 'warning', dismissed: false });
-            }
-        }
-
-        setAlerts(list);
-    }, [isAdmin, teamPerf, calls, leads]);
-
-    // Fire toasts once when alerts first load
     useEffect(() => {
-        if (toastsFiredRef.current || alerts.length === 0) return;
+        if (!isAdmin) return;
-        toastsFiredRef.current = true;
+        load();
+        const id = setInterval(load, POLL_INTERVAL_MS);
+        return () => clearInterval(id);
+    }, [isAdmin, load]);
 
-        const idleCount = alerts.filter(a => a.type === 'Excessive Idle Time').length;
+    const dismiss = useCallback(async (id: string) => {
-        const npsCount = alerts.filter(a => a.type === 'Low NPS').length;
+        // Optimistic
-        const convCount = alerts.filter(a => a.type === 'Low Conversion').length;
+        setAlerts((prev) => prev.filter((a) => a.id !== id));
-
+        const token = localStorage.getItem('helix_access_token') ?? '';
-        const parts: string[] = [];
+        try {
-        if (idleCount > 0) parts.push(`${idleCount} excessive idle`);
+            await fetch(`${API_URL}/api/supervisor/performance-alerts/${id}/dismiss`, {
-        if (npsCount > 0) parts.push(`${npsCount} low NPS`);
+                method: 'POST',
-        if (convCount > 0) parts.push(`${convCount} low conversion`);
+                headers: { Authorization: `Bearer ${token}` },
-
+            });
-        if (parts.length > 0) {
+        } catch {
-            notify.error('Performance Alerts', `${alerts.length} alert(s): ${parts.join(', ')}`);
+            // Reload on failure to restore truth
+            load();
         }
-    }, [alerts]);
+    }, [load]);
 
-    const dismiss = (id: string) => {
+    const dismissAll = useCallback(async () => {
-        setAlerts(prev => prev.map(a => a.id === id ? { ...a, dismissed: true } : a));
+        setAlerts([]);
-    };
+        const token = localStorage.getItem('helix_access_token') ?? '';
+        try {
+            await fetch(`${API_URL}/api/supervisor/performance-alerts/dismiss-all`, {
+                method: 'POST',
+                headers: { Authorization: `Bearer ${token}` },
+            });
+        } catch {
+            load();
+        }
+    }, [load]);
 
-    const dismissAll = () => {
+    return { alerts, allAlerts: alerts, dismiss, dismissAll };
-        setAlerts(prev => prev.map(a => ({ ...a, dismissed: true })));
-    };
-
-    const activeAlerts = alerts.filter(a => !a.dismissed);
-
-    return { alerts: activeAlerts, allAlerts: alerts, dismiss, dismissAll };
 };

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/queries.ts

@@ -54,6 +54,8 @@ export const CALLS_QUERY = `{ calls(first: 100, orderBy: [{ startedAt: DescNulls
     startedAt endedAt durationSec
     recording { primaryLinkUrl } disposition sla
     patientId appointmentId leadId
+    agentId agent { id name ozonetelAgentId }
+    transferredTo transferType
 } } } }`;
 
 export const DOCTORS_QUERY = `{ doctors(first: 20) { edges { node {
@@ -71,7 +73,8 @@ export const APPOINTMENTS_QUERY = `{ appointments(first: 100, orderBy: [{ schedu
     scheduledAt durationMin appointmentType status
     doctorName department reasonForVisit
     patient { id fullName { firstName lastName } phones { primaryPhoneNumber } }
-    doctor { id }
+    doctor { id fullName { firstName lastName } }
+    clinicId clinic { id clinicName }
 } } } }`;
 
 export const PATIENTS_QUERY = `{ patients(first: 50) { edges { node {

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/lib/transforms.ts

@@ -150,26 +150,39 @@ export function transformCalls(data: any): Call[] {
         patientId: n.patientId,
         appointmentId: n.appointmentId,
         leadId: n.leadId,
+        agentId: n.agentId ?? null,
+        agent: n.agent ?? null,
+        transferredTo: n.transferredTo ?? null,
+        transferType: n.transferType ?? null,
     }));
 }
 
 export function transformAppointments(data: any): Appointment[] {
-    return extractEdges(data, 'appointments').map((n) => ({
+    return extractEdges(data, 'appointments').map((n) => {
-        id: n.id,
+        // Doctor name: prefer the relation's fullName (authoritative — pulled
-        createdAt: n.createdAt,
+        // from the Doctor entity). Fall back to the denormalized doctorName
-        scheduledAt: n.scheduledAt,
+        // field for legacy rows that predate the doctor relation being fetched.
-        durationMinutes: n.durationMin ?? 30,
+        const doctorFullName = n.doctor?.fullName
-        appointmentType: n.appointmentType,
+            ? `${n.doctor.fullName.firstName ?? ''} ${n.doctor.fullName.lastName ?? ''}`.trim()
-        appointmentStatus: n.status,
+            : '';
-        doctorName: n.doctorName,
+        return {
-        doctorId: n.doctor?.id ?? null,
+            id: n.id,
-        department: n.department,
+            createdAt: n.createdAt,
-        reasonForVisit: n.reasonForVisit,
+            scheduledAt: n.scheduledAt,
-        patientId: n.patient?.id ?? null,
+            durationMinutes: n.durationMin ?? 30,
-        patientName: n.patient?.fullName ? `${n.patient.fullName.firstName} ${n.patient.fullName.lastName}`.trim() : null,
+            appointmentType: n.appointmentType,
-        patientPhone: n.patient?.phones?.primaryPhoneNumber ?? null,
+            appointmentStatus: n.status,
-        clinicName: n.department ?? null,
+            doctorName: doctorFullName || n.doctorName || null,
-    }));
+            doctorId: n.doctor?.id ?? null,
+            department: n.department,
+            reasonForVisit: n.reasonForVisit,
+            patientId: n.patient?.id ?? null,
+            patientName: n.patient?.fullName ? `${n.patient.fullName.firstName} ${n.patient.fullName.lastName}`.trim() : null,
+            patientPhone: n.patient?.phones?.primaryPhoneNumber ?? null,
+            clinicId: n.clinicId ?? n.clinic?.id ?? null,
+            clinicName: n.clinic?.clinicName ?? null,
+        };
+    });
 }
 
 export function transformPatients(data: any): Patient[] {

src/pages/agent-detail.tsx

@@ -65,11 +65,15 @@ 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' },
+    CALL_DROPPED: { label: 'Call Dropped', color: 'gray' },
 };
 
 const DirectionIcon = ({ direction, status }: { direction: CallDirection | null; status: Call['callStatus'] }) => {
@@ -84,20 +88,39 @@ const DirectionIcon = ({ direction, status }: { direction: CallDirection | null;
 
 export const AgentDetailPage = () => {
     const { id } = useParams<{ id: string }>();
-    const { calls, leads, loading } = useData();
+    const { calls, leads, agents, loading } = useData();
 
-    const agentName = id ? decodeURIComponent(id) : '';
+    // Route param is either a platform Agent UUID (new bucketing) or
+    // "legacy:<rawAgentName>" for calls that haven't been enriched yet.
+    // Older bookmarks may still pass the raw display name — handle that too.
+    const rawId = id ? decodeURIComponent(id) : '';
+    const isLegacy = rawId.startsWith('legacy:');
+    const agentUuid = !isLegacy ? rawId : null;
+    const legacyName = isLegacy ? rawId.slice('legacy:'.length) : null;
+
+    // Resolve display name: prefer Agent entity name, else the legacy string.
+    const agentName = useMemo(() => {
+        if (agentUuid) {
+            const a = agents.find((x: any) => x.id === agentUuid);
+            return a?.name ?? rawId;
+        }
+        return legacyName ?? '';
+    }, [agentUuid, legacyName, agents, rawId]);
 
     const agentCalls = useMemo(
         () =>
             calls
-                .filter((c) => c.agentName === agentName)
+                .filter((c) => {
+                    if (agentUuid) return c.agentId === agentUuid;
+                    if (legacyName) return !c.agentId && c.agentName === legacyName;
+                    return false;
+                })
                 .sort((a, b) => {
                     const dateA = a.startedAt ? new Date(a.startedAt).getTime() : 0;
                     const dateB = b.startedAt ? new Date(b.startedAt).getTime() : 0;
                     return dateB - dateA;
                 }),
-        [calls, agentName],
+        [calls, agentUuid, legacyName],
     );
 
     // Build lead name map for enrichment

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

@@ -27,8 +27,11 @@ type AppointmentRecord = {
         fullName: { firstName: string; lastName: string } | null;
         phones: { primaryPhoneNumber: string } | null;
     } | null;
+    clinic: {
+        clinicName: string;
+    } | null;
     doctor: {
-        clinic: { clinicName: string } | null;
+        id: string;
     } | null;
 };
 
@@ -58,6 +61,7 @@ const QUERY = `{ appointments(first: 100, orderBy: [{ scheduledAt: DescNullsLast
     id scheduledAt durationMin appointmentType status
     doctorName department reasonForVisit
     patient { id fullName { firstName lastName } phones { primaryPhoneNumber } }
+    clinic { clinicName }
     doctor { id }
 } } } }`;
 
@@ -103,7 +107,7 @@ export const AppointmentsPage = () => {
                 const phone = a.patient?.phones?.primaryPhoneNumber ?? '';
                 const doctor = (a.doctorName ?? '').toLowerCase();
                 const dept = (a.department ?? '').toLowerCase();
-                const branch = (a.department ?? '').toLowerCase();
+                const branch = (a.clinic?.clinicName ?? '').toLowerCase();
                 return patientName.includes(q) || phone.includes(q) || doctor.includes(q) || dept.includes(q) || branch.includes(q);
             });
         }
@@ -177,7 +181,7 @@ export const AppointmentsPage = () => {
                                         ? `${appt.patient.fullName?.firstName ?? ''} ${appt.patient.fullName?.lastName ?? ''}`.trim() || 'Unknown'
                                         : 'Unknown';
                                     const phone = appt.patient?.phones?.primaryPhoneNumber ?? '';
-                                    const branch = appt.department ?? '—';
+                                    const branch = appt.clinic?.clinicName ?? '—';
                                     const statusLabel = STATUS_LABELS[appt.status ?? ''] ?? appt.status ?? '—';
                                     const statusColor = STATUS_COLORS[appt.status ?? ''] ?? 'gray';
 
@@ -213,7 +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-desk.tsx

@@ -19,7 +19,7 @@ import { cx } from '@/utils/cx';
 export const CallDeskPage = () => {
     const { user } = useAuth();
     const { leadActivities, calls, followUps: dataFollowUps, patients, appointments } = useData();
-    const { callState, callerNumber, callUcid, dialOutbound } = useSip();
+    const { callState, callerNumber, callUcid, dialOutbound, isRegistered } = useSip();
     const { missedCalls, followUps, marketingLeads, loading } = useWorklist();
     const [selectedLead, setSelectedLead] = useState<WorklistLead | null>(null);
     const [contextOpen, setContextOpen] = useState(true);
@@ -91,7 +91,7 @@ export const CallDeskPage = () => {
             .then((result) => {
                 setResolvedCaller(result);
                 if (result.isNew) {
-                    notify.info('New Caller', 'Lead and patient records created');
+                    notify.info('New Caller', 'No existing records found for this number');
                 }
             })
             .catch((err) => {
@@ -204,11 +204,11 @@ export const CallDeskPage = () => {
                                     </div>
                                     <button
                                         onClick={handleDial}
-                                        disabled={dialling || dialNumber.replace(/[^0-9]/g, '').length < 10}
+                                        disabled={!isRegistered || dialling || dialNumber.replace(/[^0-9]/g, '').length < 10}
                                         className="w-full flex items-center justify-center gap-2 rounded-lg bg-success-solid py-2.5 text-sm font-medium text-white hover:opacity-90 disabled:bg-disabled disabled:cursor-not-allowed transition duration-100 ease-linear"
                                     >
                                         <FontAwesomeIcon icon={faPhone} className="size-3.5" />
-                                        {dialling ? 'Dialling...' : 'Call'}
+                                        {dialling ? 'Dialling...' : !isRegistered ? 'Telephony unavailable' : 'Call'}
                                     </button>
                                 </div>
                             )}

src/pages/call-history.tsx

@@ -35,11 +35,15 @@ 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' },
+    CALL_DROPPED: { label: 'Call Dropped', color: 'gray' },
 };
 
 const formatDuration = (seconds: number | null): string => {
@@ -139,8 +143,9 @@ 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');
 
@@ -234,7 +239,8 @@ export const CallHistoryPage = () => {
                             </Table.Header>
                             <Table.Body items={pagedCalls}>
                                 {(call) => {
-                                    const patientName = call.leadName ?? leadNameMap.get(call.leadId ?? '') ?? 'Unknown';
+                                    const phoneRawForName = call.callerNumber?.[0]?.number ?? '';
+                                    const patientName = call.leadName ?? leadNameMap.get(call.leadId ?? '') ?? (phoneRawForName ? formatPhone({ number: phoneRawForName, callingCode: '+91' }) : 'Unknown');
                                     const phoneDisplay = formatPhoneDisplay(call);
                                     const phoneRaw = call.callerNumber?.[0]?.number ?? '';
                                     const dispositionCfg = call.disposition !== null ? dispositionConfig[call.disposition] : null;

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/my-performance.tsx

@@ -217,6 +217,7 @@ export const MyPerformancePage = () => {
                                             ],
                                             barWidth: '50%',
                                             itemStyle: { borderRadius: [4, 4, 0, 0] },
+                                            label: { show: true, position: 'top', fontSize: 11, color: '#344054', fontWeight: 600 },
                                         }],
                                     }}
                                     style={{ height: 240 }}
@@ -244,8 +245,9 @@ export const MyPerformancePage = () => {
                                                 type: 'pie',
                                                 radius: ['45%', '70%'],
                                                 center: ['35%', '50%'],
-                                                avoidLabelOverlap: false,
+                                                avoidLabelOverlap: true,
-                                                label: { show: false },
+                                                label: { show: true, formatter: '{d}%', fontSize: 11, color: '#344054', fontWeight: 600 },
+                                                labelLine: { show: true, length: 6, length2: 6 },
                                                 data: Object.entries(data.dispositions).map(([name, value], i) => ({
                                                     name,
                                                     value,

src/pages/patient-360.tsx

@@ -51,11 +51,15 @@ 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',
+    CALL_DROPPED: 'gray',
 };
 
 const TABS = [

src/pages/patients.tsx

@@ -6,12 +6,11 @@ import { faIcon } from '@/lib/icon-wrapper';
 
 const SearchLg = faIcon(faMagnifyingGlass);
 import { Avatar } from '@/components/base/avatar/avatar';
-import { Badge } from '@/components/base/badges/badges';
 // Button removed — actions are icon-only now
 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 +85,6 @@ 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">
@@ -136,12 +133,11 @@ export const PatientsPage = () => {
                             <Table.Header>
                                 <Table.Head label="PATIENT" isRowHeader />
                                 <Table.Head label="CONTACT" />
-                                <Table.Head label="TYPE" />
                                 <Table.Head label="GENDER" />
                                 <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);
@@ -198,17 +194,6 @@ export const PatientsPage = () => {
                                                 </div>
                                             </Table.Cell>
 
-                                            {/* Type */}
-                                            <Table.Cell>
-                                                {patient.patientType ? (
-                                                    <Badge size="sm" color="gray">
-                                                        {patient.patientType}
-                                                    </Badge>
-                                                ) : (
-                                                    <span className="text-sm text-placeholder">—</span>
-                                                )}
-                                            </Table.Cell>
-
                                             {/* Gender */}
                                             <Table.Cell>
                                                 <span className="text-sm text-secondary">

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;
@@ -90,7 +90,7 @@ export const TeamPerformancePage = () => {
 
             try {
                 const [callsData, apptsData, leadsData, followUpsData, teamData] = await Promise.all([
-                    apiClient.graphql<any>(`{ calls(first: 500, filter: { startedAt: { gte: "${gte}", lte: "${lte}" } }) { edges { node { id direction callStatus agentName startedAt } } } }`, undefined, { silent: true }),
+                    apiClient.graphql<any>(`{ calls(first: 500, filter: { startedAt: { gte: "${gte}", lte: "${lte}" } }) { edges { node { id direction callStatus agentName startedAt agentId agent { id name ozonetelAgentId } } } } }`, undefined, { silent: true }),
                     apiClient.graphql<any>(`{ appointments(first: 200, filter: { scheduledAt: { gte: "${gte}", lte: "${lte}" } }) { edges { node { id status } } } }`, undefined, { silent: true }),
                     apiClient.graphql<any>(`{ leads(first: 200) { edges { node { id assignedAgent status } } } }`, undefined, { silent: true }),
                     apiClient.graphql<any>(`{ followUps(first: 200) { edges { node { id assignedAgent } } } }`, undefined, { silent: true }),
@@ -110,9 +110,15 @@ export const TeamPerformancePage = () => {
                 let agentPerfs: AgentPerf[];
 
                 if (teamAgents.length > 0) {
-                    // Real Ozonetel data available
+                    // Real Ozonetel data available — prefer authoritative agent
+                    // relation (set by CDR enrichment), fall back to agentName
+                    // string for rows not yet enriched.
                     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) => {
+                            if (c.agentId && c.agentId === agent.id) return true;
+                            if (!c.agentId && (c.agentName === agent.name || c.agentName === agent.ozonetelAgentId)) return true;
+                            return false;
+                        });
                         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 +133,12 @@ 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,
@@ -148,10 +154,23 @@ export const TeamPerformancePage = () => {
                         };
                     });
                 } else {
-                    // Fallback: build agent list from call records
+                    // Fallback: build agent list from call records. Prefer
-                    const agentNames = [...new Set(calls.map((c: any) => c.agentName).filter(Boolean))] as string[];
+                    // the authoritative agent relation; fall back to the raw
-                    agentPerfs = agentNames.map((name) => {
+                    // agentName string (Ozonetel transfer chain) only when
-                        const agentCalls = calls.filter((c: any) => c.agentName === name);
+                    // we have nothing better.
+                    const byKey = new Map<string, { key: string; name: string; ozonetelAgentId: string }>();
+                    for (const c of calls) {
+                        if (c.agent?.id) {
+                            byKey.set(c.agent.id, { key: c.agent.id, name: c.agent.name ?? c.agent.ozonetelAgentId, ozonetelAgentId: c.agent.ozonetelAgentId });
+                        } else if (c.agentName) {
+                            byKey.set(`legacy:${c.agentName}`, { key: `legacy:${c.agentName}`, name: c.agentName, ozonetelAgentId: c.agentName });
+                        }
+                    }
+                    agentPerfs = Array.from(byKey.values()).map(({ key, name, ozonetelAgentId: _ozonetelAgentId }) => {
+                        const agentCalls = calls.filter((c: any) => {
+                            if (key.startsWith('legacy:')) return c.agentName === name && !c.agent?.id;
+                            return c.agent?.id === key;
+                        });
                         const agentLeads = leads.filter((l: any) => l.assignedAgent === name);
                         const agentFollowUps = followUps.filter((f: any) => f.assignedAgent === name);
                         const completed = agentCalls.filter((c: any) => c.callStatus === 'COMPLETED').length;
@@ -159,11 +178,11 @@ 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,
@@ -215,17 +234,17 @@ export const TeamPerformancePage = () => {
             xAxis: { type: 'category', data: days },
             yAxis: { type: 'value' },
             series: [
-                { name: 'Inbound', type: 'line', data: days.map(d => dayMap[d].inbound), smooth: true, color: '#2060A0' },
+                { name: 'Inbound', type: 'line', data: days.map(d => dayMap[d].inbound), smooth: true, color: '#2060A0', label: { show: true, fontSize: 10, color: '#344054', fontWeight: 600, position: 'top' } },
-                { name: 'Outbound', type: 'line', data: days.map(d => dayMap[d].outbound), smooth: true, color: '#E88C30' },
+                { name: 'Outbound', type: 'line', data: days.map(d => dayMap[d].outbound), smooth: true, color: '#E88C30', label: { show: true, fontSize: 10, color: '#344054', fontWeight: 600, position: 'top' } },
             ],
         };
     }, [allCalls]);
 
     // 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 +265,13 @@ 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 +351,7 @@ 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 +364,12 @@ 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 +408,7 @@ 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 +436,7 @@ 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 +444,13 @@ 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
@@ -119,6 +119,7 @@ export const AuthProvider = ({ children }: AuthProviderProps) => {
                 await fetch(`${apiUrl}/auth/logout`, {
                     method: 'POST',
                     headers: { Authorization: `Bearer ${token}` },
+                    keepalive: true, // survives page navigation — ensures session unlock completes
                     signal: AbortSignal.timeout(5000),
                 });
             } catch (err) {

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).
@@ -42,6 +43,8 @@ export const SipProvider = ({ children }: PropsWithChildren) => {
     const setCallUcid = useSetAtom(sipCallUcidAtom);
     const setCallDuration = useSetAtom(sipCallDurationAtom);
     const setCallStartTime = useSetAtom(sipCallStartTimeAtom);
+    const setIsMutedGlobal = useSetAtom(sipIsMutedAtom);
+    const setIsOnHoldGlobal = useSetAtom(sipIsOnHoldAtom);
 
     // Register Jotai setters so the singleton SIP manager can update atoms
     useEffect(() => {
@@ -50,8 +53,10 @@ export const SipProvider = ({ children }: PropsWithChildren) => {
             setCallState,
             setCallerNumber,
             setCallUcid,
+            setIsMuted: setIsMutedGlobal,
+            setIsOnHold: setIsOnHoldGlobal,
         });
-    }, [setConnectionStatus, setCallState, setCallerNumber, setCallUcid]);
+    }, [setConnectionStatus, setCallState, setCallerNumber, setCallUcid, setIsMutedGlobal, setIsOnHoldGlobal]);
 
     // Auto-connect SIP on mount — only if Agent entity has SIP config
     useEffect(() => {
@@ -125,14 +130,14 @@ 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 +161,17 @@ 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=${connectionStatus})`);
+            return;
+        }
+
         // Block outbound calls when agent is on Break or Training
         const agentCfg = localStorage.getItem('helix_agent_config');
         if (agentCfg) {
@@ -166,7 +182,6 @@ export const useSip = () => {
                 const stateRes = await fetch(`/api/supervisor/agent-state?agentId=${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 +219,7 @@ 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

@@ -13,6 +13,8 @@ type StateUpdater = {
     setCallState: (state: CallState) => void;
     setCallerNumber: (number: string | null) => void;
     setCallUcid: (ucid: string | null) => void;
+    setIsMuted: (muted: boolean) => void;
+    setIsOnHold: (onHold: boolean) => void;
 };
 
 let stateUpdater: StateUpdater | null = null;
@@ -83,6 +85,13 @@ export function connectSip(config: SIPConfig): void {
             if (ucid) stateUpdater?.setCallUcid(ucid);
 
             if (state === 'ended' || state === 'failed') {
+                // Reset both the SIP track AND the Recoil state — otherwise the
+                // UI icon + toggle-mute branch logic stay "muted" and the next
+                // call opens in a confusing half-muted state.
+                sipClient?.unmute();
+                sipClient?.unhold();
+                stateUpdater?.setIsMuted(false);
+                stateUpdater?.setIsOnHold(false);
                 outboundActive = false;
                 outboundPending = false;
             }
@@ -92,16 +101,16 @@ 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

@@ -250,11 +250,15 @@ 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'
-    | 'CALLBACK_REQUESTED';
+    | 'NOT_INTERESTED'
+    | 'CALLBACK_REQUESTED'
+    | 'CALL_DROPPED';
 
 export type Call = {
     id: string;
@@ -273,6 +277,12 @@ export type Call = {
     appointmentId: string | null;
     leadId: string | null;
     sla?: number | null;
+    // Authoritative agent link from CDR enrichment. agentName remains the
+    // raw Ozonetel string (may be a transfer chain) for display fallback.
+    agentId?: string | null;
+    agent?: { id: string; name: string | null; ozonetelAgentId: string | null } | null;
+    transferredTo?: string | null;
+    transferType?: string | null;
     // Denormalized for display
     leadName?: string;
     leadPhone?: string;
@@ -313,6 +323,7 @@ export type Appointment = {
     patientId: string | null;
     patientName: string | null;
     patientPhone: string | null;
+    clinicId: string | null;
     clinicName: string | null;
 };