fix: clean outbound call gating — confirmedAnswered state with 3s debounce (#568)

Replace layered customerAnswered/wasAnsweredRef with clean two-concern
design:

- customerAnswered: live derived value (is customer on line right now?)
- confirmedAnswered: latched state (did real conversation happen?)
  Inbound: immediate. Outbound: 3s debounce filters voicemail.
  Never resets until handleReset — survives acw→ended timing gap.

Buttons use confirmedAnswered for outbound (no flash during voicemail),
customerAnswered for inbound (immediate). Disposition routing uses
confirmedAnswered for both directions.

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

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

@@ -106,13 +106,43 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
     const agentConfig = localStorage.getItem('helix_agent_config');
     const agentIdForState = agentConfig ? (() => { try { return JSON.parse(agentConfig).ozonetelAgentId; } catch { return null; } })() : null;
     const { state: ozonetelState, supervisorPresence } = useAgentState(agentIdForState);
-    // For outbound calls, SIP goes 'active' when the agent's bridge connects
-    // (before customer answers). Ozonetel state stays 'calling' until customer
-    // picks up, then transitions to 'in-call'. Use this to gate action buttons.
-    const customerAnswered = callState === 'active' && ozonetelState !== 'calling';
-
     const callDirectionRef = useRef(callState === 'ringing-out' ? 'OUTBOUND' : 'INBOUND');
-    const wasAnsweredRef = useRef(callState === 'active');
+    const isOutbound = callDirectionRef.current === 'OUTBOUND';
+
+    // customerAnswered — live signal (is customer on the line RIGHT NOW?)
+    const customerAnswered = callState === 'active' && (!isOutbound || ozonetelState === 'in-call');
+
+    // confirmedAnswered — latched state (did a real conversation happen?)
+    // Inbound: set true on active (immediate). Outbound: set true after
+    // in-call holds 5+ seconds (filters voicemail). Never resets — survives
+    // the acw→ended timing gap. Used for disposition routing AND outbound
+    // button gating.
+    const [confirmedAnswered, setConfirmedAnswered] = useState(false);
+    const unansweredDisposeFired = useRef(false);
+
+    useEffect(() => {
+        if (!isOutbound && callState === 'active') {
+            setConfirmedAnswered(true);
+        }
+    }, [callState, isOutbound]);
+
+    useEffect(() => {
+        if (isOutbound && customerAnswered && !confirmedAnswered) {
+            const timer = setTimeout(() => {
+                console.log(`[CALL-DBG] ▶ Outbound debounce passed — customer confirmed answered`);
+                setConfirmedAnswered(true);
+            }, 3000);
+            return () => clearTimeout(timer);
+        }
+    }, [customerAnswered, isOutbound, confirmedAnswered]);
+
+    // Button gating: inbound uses live signal, outbound uses debounced latch
+    const buttonsEnabled = isOutbound ? confirmedAnswered : customerAnswered;
+
+    // ── DEBUG: trace every state change ──
+    useEffect(() => {
+        console.log(`[CALL-DBG] callState=${callState} ozonetel=${ozonetelState} direction=${callDirectionRef.current} isOutbound=${isOutbound} customerAnswered=${customerAnswered} confirmedAnswered=${confirmedAnswered} buttonsEnabled=${buttonsEnabled}`);
+    }, [callState, ozonetelState, isOutbound, customerAnswered, confirmedAnswered, buttonsEnabled]);
 
     useEffect(() => {
         console.log(`[ACTIVE-CALL-CARD] Mounted: state=${callState} direction=${callDirectionRef.current} ucid=${callUcid ?? 'none'} lead=${lead?.id ?? 'none'} phone=${callerPhone}`);
@@ -130,13 +160,16 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
         };
     }, [callUcid]);
 
-    // Detect caller disconnect: call was active and ended without agent pressing End
+    // Detect caller disconnect: call ended without agent pressing End.
+    // Uses confirmedAnsweredRef (stable latch) — not the live customerAnswered.
     useEffect(() => {
-        if (wasAnsweredRef.current && !dispositionOpen && (callState === 'ended' || callState === 'failed')) {
+        if (!(callState === 'ended' || callState === 'failed') || dispositionOpen) return;
+        console.log(`[CALL-DBG] ▶ CALL ENDED: confirmedAnswered=${confirmedAnswered} isOutbound=${isOutbound} customerAnswered=${customerAnswered} callState=${callState}`);
+        if (confirmedAnswered) {
             setCallerDisconnected(true);
             setDispositionOpen(true);
         }
-    }, [callState, dispositionOpen]);
+    }, [callState, dispositionOpen]); // eslint-disable-line react-hooks/exhaustive-deps
 
     const firstName = lead?.contactName?.firstName ?? '';
     const lastName = lead?.contactName?.lastName ?? '';
@@ -206,6 +239,7 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
     const handleReset = () => {
         setDispositionOpen(false);
         setCallerDisconnected(false);
+        setConfirmedAnswered(false);
         setActionsTaken([]);
         setCallState('idle');
         setCallerNumber(null);
@@ -214,6 +248,26 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
         onCallComplete?.();
     };
 
+    // Auto-dispose unanswered outbound calls to release agent from ACW immediately
+    useEffect(() => {
+        if (!confirmedAnswered && isOutbound && (callState === 'ended' || callState === 'failed') && callUcid && !unansweredDisposeFired.current) {
+            unansweredDisposeFired.current = true;
+            const agentCfg = JSON.parse(localStorage.getItem('helix_agent_config') ?? '{}');
+            console.log(`[CALL-DBG] ▶ Auto-disposing unanswered outbound: ucid=${callUcid} agent=${agentCfg.ozonetelAgentId}`);
+            apiClient.post('/api/ozonetel/dispose', {
+                ucid: callUcid,
+                disposition: 'NO_ANSWER',
+                agentId: agentCfg.ozonetelAgentId,
+                callerPhone,
+                direction: 'OUTBOUND',
+                durationSec: 0,
+                leadId: lead?.id ?? null,
+                leadName: fullName || null,
+                notes: 'Auto-disposed — customer did not answer',
+            }).catch((err) => console.error('[CALL-DBG] Auto-dispose failed:', err));
+        }
+    }, [callState, callUcid]); // eslint-disable-line react-hooks/exhaustive-deps
+
     // Outbound ringing
     if (callState === 'ringing-out') {
         return (
@@ -263,8 +317,8 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
         );
     }
 
-    // Unanswered call (ringing → ended without ever reaching active)
+    if (!confirmedAnswered && (callState === 'ended' || callState === 'failed')) {
-    if (!wasAnsweredRef.current && (callState === 'ended' || callState === 'failed')) {
+        console.log(`[CALL-DBG] ▶ BACK-TO-WORKLIST PATH: confirmedAnswered=${confirmedAnswered} isOutbound=${isOutbound}`);
         return (
             <div className="rounded-xl border border-secondary bg-primary p-4 text-center">
                 <FontAwesomeIcon icon={faPhoneHangup} className="size-6 text-fg-quaternary mb-2" />
@@ -279,7 +333,6 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
 
     // Active call
     if (callState === 'active' || dispositionOpen) {
-        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')}>
@@ -361,17 +414,17 @@ 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={!customerAnswered}
+                                isDisabled={!buttonsEnabled}
                                 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={!customerAnswered}
+                                isDisabled={!buttonsEnabled}
                                 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={!customerAnswered}
+                                isDisabled={!buttonsEnabled}
                                 onClick={() => { setTransferOpen(!transferOpen); setAppointmentOpen(false); setEnquiryOpen(false); }}>Transfer</Button>
 
                             <Button size="sm" color="primary-destructive" className="ml-auto"
@@ -553,12 +606,7 @@ export const ActiveCallCard = ({ lead, callerPhone, missedCallId, onCallComplete
                     isOpen={dispositionOpen}
                     callerName={fullName || phoneDisplay}
                     callerDisconnected={callerDisconnected}
-                    // wasAnsweredRef only flips true once callState reaches
+                    callAnswered={confirmedAnswered}
-                    // '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={() => {

src/components/layout/app-shell.tsx

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