Weekly Engineering Update

Helix Engage

Contact Center CRM · Real-time Telephony · AI Copilot

March 18 – 25, 2026

At a Glance

Week in Numbers

0

Total Commits

0

Repositories

0

Days Active

0

Frontend Commits

helix-engage 50 helix-engage-server 27 FortyTwoApps/SDK 1

📞

Core Infrastructure

Telephony & SIP Overhaul

Outbound Calling Frontend

Direct SIP call from browser — no Kookoo bridge needed
Immediate call card UI with auto-answer SIP bridge
End Call label fix, force active state after auto-answer
Reset outboundPending on call end to prevent inbound poisoning

Ozonetel Integration Server

Ozonetel V3 dial endpoint + webhook handler for call events
Kookoo IVR outbound bridging (deprecated → direct SIP)
Set Disposition API for ACW release
Force Ready endpoint for agent state management
Token: 10-min cache, 401 invalidation, refresh on login

SIP & Agent State Frontend

SIP driven by Agent entity with token refresh
Dynamic SIP from agentConfig, logout cleanup, heartbeat
Centralised outbound dial into useSip().dialOutbound()
UCID tracking from SIP headers for Ozonetel disposition
Network indicator for connection health

Multi-Agent & Sessions Server

Multi-agent SIP with Redis session lockout
Strict duplicate login lockout — one device per agent
Session lock stores IP + timestamp for debugging
SSE agent state broadcast for real-time supervisor view

🖥️

User Experience

Call Desk & Agent UX

Call Desk Redesign

2-panel layout with collapsible sidebar & inline AI
Collapsible context panel, worklist/calls tabs, phone numbers
Pinned header & chat input, numpad dialler
Ringtone support for incoming calls

Post-Call Workflow

Disposition → appointment booking → follow-up creation
Disposition returns straight to worklist — no intermediate screens
Send disposition to sidecar with UCID for Ozonetel ACW
Enquiry in post-call, appointment skip button

UI Polish

FontAwesome Pro Duotone icon migration (all icons)
Tooltips, sticky headers, roles, search, AI prompts
Fix React error #520 (isRowHeader) in production tables
AI scroll containment, brand tokens refresh

🚀

Features Shipped

Major Features

Supervisor Module

Team performance analytics page
Live monitor with active calls visibility
Master data management pages
Server: team perf + active calls endpoints

Missed Call Queue (Phase 2)

Missed call queue ingestion & worklist
Auto-assignment engine for agents
Login redesign with role-based routing
Lead lookup for missed callers

Agent Features (Phase 1)

Agent status toggle (Ready / Not Ready / Break)
Global search across patients, leads, calls
Enquiry form for new patient intake
My Performance page + logout modal

Recording Analysis

Deepgram diarization + AI insights
Redis caching layer for analysis results
Full-stack: frontend player + server module

⚙️

Backend & Data

Backend & Data Layer

Platform Data Wiring

Migrated frontend to Jotai + Vercel AI SDK
Corrected all 7 GraphQL queries (field names, LINKS/PHONES)
Webhook handler for Ozonetel call records
Complete seeder: 5 doctors, appointments linked, agent names match

Server Endpoints

Call control, recording, CDR, missed calls, live call assist
Agent summary, AHT, performance aggregation
Token refresh endpoint for auto-renewal
Search module with full-text capabilities

Data Pages Built

Worklist table, call history, patients, dashboard
Reports, team dashboard, campaigns, settings
Agent detail page, campaign edit slideout
Appointments page with data refresh on login

SDK App FortyTwoApps

Helix Engage SDK app entity definitions
Call center CRM object model for Fortytwo platform
Foundation for platform-native data integration

🛠️

Operations

Deployment & DevOps

Deployment

Deployed to Hostinger VPS with Docker
Switched to global_healthx Ozonetel account
Dockerfile for server-side containerization

AI & Testing

Migrated AI to Vercel AI SDK + OpenAI provider
AI flow test script — validates auth, lead, patient, doctor, appointments
Live call assist integration

Documentation

Team onboarding README with architecture guide
Supervisor module spec + implementation plan
Multi-agent spec + plan
Next session plans documented in commits

📅

Day by Day

Development Timeline

MAR 18 (Tue)

Foundation Day

Call desk redesign, Jotai + Vercel AI SDK migration, seeder with 5 doctors + linked appointments, AI flow test script, deployed to VPS

MAR 19 (Wed)

Data Layer Sprint

All data pages built (worklist, call history, patients, dashboard, reports), post-call workflow (disposition → booking), GraphQL fixes, Kookoo IVR outbound, outbound call UI

MAR 20 (Thu)

Telephony Breakthrough

Direct SIP call from browser replacing Kookoo bridge, UCID tracking, Force Ready, Ozonetel Set Disposition, telephony overhaul

MAR 21 (Fri)

Agent Experience

Phase 1 shipped — agent status toggle, global search, enquiry form, My Performance page, full FontAwesome icon migration, agent summary/AHT endpoints

MAR 23 (Sun)

Scale & Reliability

Phase 2 — missed call queue + auto-assignment, multi-agent SIP with Redis lockout, duplicate login prevention, Patient 360 rewrite, onboarding docs, SDK entity defs

MAR 24 (Mon)

Supervisor Module

Supervisor module with team performance + live monitor + master data, SSE agent state, UUID fix, maintenance module, QA bug sweep, supervisor endpoints

MAR 25 (Tue)

Intelligence Layer

Call recording analysis with Deepgram diarization + AI insights, SIP driven by Agent entity, token refresh, network indicator

78 commits. 8 days. Ship mode. 🚢

From browser-native SIP calling to AI-powered recording analysis — Helix Engage is becoming a production contact center platform.

SIP Calling ✓ Multi-Agent ✓ Supervisor Module ✓ AI Copilot ✓ Recording Analysis ✓

Satya Suman Sari · FortyTwo Platform