fix: disable Book Appt/Enquiry until customer answers outbound call (#568)

For outbound calls, SIP state transitions to 'active' when the agent's
bridge connects — before the customer picks up. Ozonetel state stays
'calling' until customer answers, then goes to 'in-call'.

Now reads ozonetelState from useAgentState and computes customerAnswered
(callState=active AND ozonetelState!=calling). Action buttons (Book Appt,
Enquiry, Transfer) disabled until customerAnswered is true.

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

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

@@ -22,6 +22,7 @@ import { formatPhone, formatShortDate } from '@/lib/format';
 import { apiClient } from '@/lib/api-client';
 import { useAuth } from '@/providers/auth-provider';
 import { useAgentState } from '@/hooks/use-agent-state';
+import { useNetworkStatus } from '@/hooks/use-network-status';
 import { cx } from '@/utils/cx';
 import { notify } from '@/lib/toast';
 import type { Lead, CallDisposition } from '@/types/entities';
@@ -42,6 +43,7 @@ const formatDuration = (seconds: number): string => {
 export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete }: ActiveCallCardProps) => {
     const { user } = useAuth();
     const { callState, callDuration, callUcid, isMuted, isOnHold, answer, hangup, toggleMute, toggleHold } = useSip();
+    const networkQuality = useNetworkStatus();
     const setCallState = useSetAtom(sipCallStateAtom);
     const setCallerNumber = useSetAtom(sipCallerNumberAtom);
     const setCallUcid = useSetAtom(sipCallUcidAtom);
@@ -103,7 +105,11 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
 
     const agentConfig = localStorage.getItem('helix_agent_config');
     const agentIdForState = agentConfig ? (() => { try { return JSON.parse(agentConfig).ozonetelAgentId; } catch { return null; } })() : null;
-    const { supervisorPresence } = useAgentState(agentIdForState);
+    const { state: ozonetelState, supervisorPresence } = useAgentState(agentIdForState);
+    // For outbound calls, SIP goes 'active' when the agent's bridge connects
+    // (before customer answers). Ozonetel state stays 'calling' until customer
+    // picks up, then transitions to 'in-call'. Use this to gate action buttons.
+    const customerAnswered = callState === 'active' && ozonetelState !== 'calling';
 
     const callDirectionRef = useRef(callState === 'ringing-out' ? 'OUTBOUND' : 'INBOUND');
     const wasAnsweredRef = useRef(callState === 'active');
@@ -225,11 +231,9 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
                         {fullName && <p className="text-sm text-secondary">{phoneDisplay}</p>}
                     </div>
                 </div>
-                <div className="mt-3 flex gap-2">
-                    <Button size="sm" color="primary-destructive" onClick={() => { hangup(); handleReset(); }}>
-                        Cancel
-                    </Button>
-                </div>
+                {/* Cancel button removed per product — risk: agent can't abort
+                    a misdialled outbound call before the customer answers.
+                    <Button size="sm" color="primary-destructive" onClick={() => { hangup(); handleReset(); }}>Cancel</Button> */}
             </div>
         );
     }
@@ -275,10 +279,24 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
 
     // Active call
     if (callState === 'active' || dispositionOpen) {
-        wasAnsweredRef.current = true;
+        if (customerAnswered) wasAnsweredRef.current = true;
         return (
             <>
                 <div className={cx('flex flex-col rounded-xl border border-brand bg-primary overflow-hidden', (appointmentOpen || enquiryOpen || transferOpen) && 'flex-1 min-h-0')}>
+                    {/* Network loss alert — prominent banner during active call */}
+                    {networkQuality !== 'good' && (
+                        <div className={cx(
+                            'shrink-0 px-4 py-2 text-xs font-medium text-center',
+                            networkQuality === 'offline'
+                                ? 'bg-error-solid text-white'
+                                : 'bg-warning-secondary text-warning-primary',
+                        )}>
+                            {networkQuality === 'offline'
+                                ? 'Network connection lost — call may have dropped'
+                                : 'Network unstable — call quality may be affected'}
+                        </div>
+                    )}
+
                     {/* Pinned: caller info + controls */}
                     <div className="shrink-0 p-4">
                         <div className="flex items-center justify-between">
@@ -343,17 +361,17 @@ 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}
+                                isDisabled={!customerAnswered}
                                 onClick={() => { setAppointmentOpen(!appointmentOpen); setEnquiryOpen(false); setTransferOpen(false); }}>
                                 {leadAppointments.length > 0 ? 'New / Reschedule Appt' : 'New Appt'}
                             </Button>
                             <Button size="sm" color={enquiryOpen ? 'primary' : 'secondary'}
                                 iconLeading={({ className, ...rest }: any) => <FontAwesomeIcon icon={faClipboardQuestion} className={className} {...rest} />}
-                                isDisabled={!wasAnsweredRef.current}
+                                isDisabled={!customerAnswered}
                                 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}
+                                isDisabled={!customerAnswered}
                                 onClick={() => { setTransferOpen(!transferOpen); setAppointmentOpen(false); setEnquiryOpen(false); }}>Transfer</Button>
 
                             <Button size="sm" color="primary-destructive" className="ml-auto"

src/components/layout/app-shell.tsx

@@ -15,6 +15,7 @@ import { useData } from '@/providers/data-provider';
 import { useMaintShortcuts } from '@/hooks/use-maint-shortcuts';
 import { useNetworkStatus } from '@/hooks/use-network-status';
 // import { GlobalSearch } from '@/components/shared/global-search';
+import { AiFloatingButton } from '@/components/shared/ai-floating-button';
 import { apiClient } from '@/lib/api-client';
 import { cx } from '@/utils/cx';
 
@@ -24,7 +25,7 @@ interface AppShellProps {
 
 export const AppShell = ({ children }: AppShellProps) => {
     const { pathname } = useLocation();
-    const { isCCAgent } = useAuth();
+    const { isCCAgent, isAdmin } = useAuth();
     const { isOpen, activeAction, close } = useMaintShortcuts();
     const { connectionStatus, isRegistered } = useSip();
     const networkQuality = useNetworkStatus();
@@ -143,6 +144,7 @@ export const AppShell = ({ children }: AppShellProps) => {
                     <main className="flex flex-1 flex-col overflow-hidden">{children}</main>
                 </div>
                 {isCCAgent && pathname !== '/' && pathname !== '/call-desk' && <CallWidget />}
+                {isAdmin && <AiFloatingButton />}
             </div>
             <MaintOtpModal
                 isOpen={isOpen}

src/components/shared/ai-floating-button.tsx

@@ -0,0 +1,50 @@
+import { useState } from 'react';
+import { FontAwesomeIcon } from '@fortawesome/react-fontawesome';
+import { faSparkles, faXmark } from '@fortawesome/pro-duotone-svg-icons';
+import { AiChatPanel } from '@/components/call-desk/ai-chat-panel';
+import { cx } from '@/utils/cx';
+
+export const AiFloatingButton = () => {
+    const [open, setOpen] = useState(false);
+
+    return (
+        <>
+            {/* FAB — bottom right, hidden when drawer is open */}
+            {!open && (
+                <button
+                    onClick={() => setOpen(true)}
+                    className="fixed bottom-6 right-6 z-50 flex size-12 items-center justify-center rounded-full bg-brand-solid text-white shadow-lg hover:bg-brand-solid_hover transition duration-100 ease-linear"
+                    title="AI Assistant"
+                >
+                    <FontAwesomeIcon icon={faSparkles} className="size-5" />
+                </button>
+            )}
+
+            {/* Drawer — slides in from right */}
+            <div className={cx(
+                'fixed top-0 right-0 z-50 h-full bg-primary border-l border-secondary shadow-xl transition-all duration-200 ease-linear flex flex-col',
+                open ? 'w-[400px]' : 'w-0 overflow-hidden border-l-0',
+            )}>
+                {open && (
+                    <>
+                        <div className="flex shrink-0 items-center justify-between border-b border-secondary px-4 py-3">
+                            <div className="flex items-center gap-2">
+                                <FontAwesomeIcon icon={faSparkles} className="size-3.5 text-fg-brand-primary" />
+                                <span className="text-sm font-semibold text-primary">AI Assistant</span>
+                            </div>
+                            <button
+                                onClick={() => setOpen(false)}
+                                className="flex size-7 items-center justify-center rounded-lg text-fg-quaternary hover:text-fg-secondary hover:bg-primary_hover transition duration-100 ease-linear"
+                            >
+                                <FontAwesomeIcon icon={faXmark} className="size-4" />
+                            </button>
+                        </div>
+                        <div className="flex-1 min-h-0 overflow-hidden">
+                            <AiChatPanel callerContext={{ type: 'supervisor' }} />
+                        </div>
+                    </>
+                )}
+            </div>
+        </>
+    );
+};

src/pages/team-dashboard.tsx

@@ -1,8 +1,5 @@
 import { useMemo, useState } from 'react';
-import { FontAwesomeIcon } from '@fortawesome/react-fontawesome';
-import { faSidebarFlip, faSidebar } from '@fortawesome/pro-duotone-svg-icons';
 import { PageHeader } from '@/components/layout/page-header';
-import { AiChatPanel } from '@/components/call-desk/ai-chat-panel';
 import { DashboardKpi } from '@/components/dashboard/kpi-cards';
 import { MissedQueue } from '@/components/dashboard/missed-queue';
 import {
@@ -29,7 +26,6 @@ const getDateRangeStart = (range: DateRange): Date => {
 export const TeamDashboardPage = () => {
     const { calls, leads, campaigns, loading } = useData();
     const [dateRange, setDateRange] = useState<DateRange>('week');
-    const [aiOpen, setAiOpen] = useState(true);
 
     // Pull the richer supervisor rollup (NPS, idle, time breakdown, alerts)
     // from the sidecar. Only `today`/`week`/`month` overlap with the rollup's
@@ -61,29 +57,20 @@ export const TeamDashboardPage = () => {
                 subtitle={dateRangeLabel}
                 infoText="Aggregated call metrics, agent performance, and operational alerts."
                 controls={
-                    <>
-                        <div className="flex rounded-lg border border-secondary overflow-hidden">
-                            {(['today', 'week', 'month'] as const).map((range) => (
-                                <button
-                                    key={range}
-                                    onClick={() => setDateRange(range)}
-                                    className={cx(
-                                        "px-3 py-1 text-xs font-medium transition duration-100 ease-linear",
-                                        dateRange === range ? 'bg-active text-brand-secondary' : 'text-tertiary hover:bg-primary_hover',
-                                    )}
-                                >
-                                    {range === 'today' ? 'Today' : range === 'week' ? 'Week' : 'Month'}
-                                </button>
-                            ))}
-                        </div>
-                        <button
-                            onClick={() => setAiOpen(!aiOpen)}
-                            className="flex size-8 items-center justify-center rounded-lg text-fg-quaternary hover:text-fg-secondary hover:bg-primary_hover transition duration-100 ease-linear"
-                            title={aiOpen ? 'Hide AI panel' : 'Show AI panel'}
-                        >
-                            <FontAwesomeIcon icon={aiOpen ? faSidebarFlip : faSidebar} className="size-4" />
-                        </button>
-                    </>
+                    <div className="flex rounded-lg border border-secondary overflow-hidden">
+                        {(['today', 'week', 'month'] as const).map((range) => (
+                            <button
+                                key={range}
+                                onClick={() => setDateRange(range)}
+                                className={cx(
+                                    "px-3 py-1 text-xs font-medium transition duration-100 ease-linear",
+                                    dateRange === range ? 'bg-active text-brand-secondary' : 'text-tertiary hover:bg-primary_hover',
+                                )}
+                            >
+                                {range === 'today' ? 'Today' : range === 'week' ? 'Week' : 'Month'}
+                            </button>
+                        ))}
+                    </div>
                 }
             />
 
@@ -154,17 +141,6 @@ export const TeamDashboardPage = () => {
                     </div>
                 </div>
 
-                {/* AI panel — collapsible */}
-                <div className={cx(
-                    "shrink-0 border-l border-secondary bg-primary flex flex-col overflow-hidden transition-all duration-200 ease-linear",
-                    aiOpen ? "w-[380px]" : "w-0 border-l-0",
-                )}>
-                    {aiOpen && (
-                        <div className="flex h-full flex-col p-4">
-                            <AiChatPanel callerContext={{ type: 'supervisor' }} />
-                        </div>
-                    )}
-                </div>
             </div>
 
         </div>