Files
helix-engage/src/components/call-desk/active-call-card.tsx
saridsa2 7e5d910197 feat: network loss alert banner during active call (#572)
Shows prominent banner on active-call-card when network drops:
- Offline: red banner "Network connection lost — call may have dropped"
- Unstable: yellow banner "Network unstable — call quality may be affected"
Uses existing useNetworkStatus hook. Banner disappears when network recovers.

Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
2026-04-20 09:56:35 +05:30

576 lines
32 KiB
TypeScript

import { useState, useRef, useEffect, useMemo } from 'react';
import { FontAwesomeIcon } from '@fortawesome/react-fontawesome';
import {
faPhone, faPhoneHangup, faMicrophone, faMicrophoneSlash,
faPause, faPlay, faCalendarPlus, faPlus, faPenToSquare,
faPhoneArrowRight, faRecordVinyl, faClipboardQuestion,
} from '@fortawesome/pro-duotone-svg-icons';
import { useData } from '@/providers/data-provider';
import { Button } from '@/components/base/buttons/button';
import { Badge } from '@/components/base/badges/badges';
import { useSetAtom } from 'jotai';
import { sipCallStateAtom, sipCallerNumberAtom, sipCallUcidAtom } from '@/state/sip-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 { Dialog, Modal, ModalOverlay } from '@/components/application/modals/modal';
import { AppointmentForm } from './appointment-form';
import { TransferDialog } from './transfer-dialog';
import { EnquiryForm } from './enquiry-form';
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';
interface ActiveCallCardProps {
lead: Lead | null;
callerPhone: string;
missedCallId?: string | null;
onCallComplete?: () => void;
}
const formatDuration = (seconds: number): string => {
const m = Math.floor(seconds / 60);
const s = seconds % 60;
return `${m}:${s.toString().padStart(2, '0')}`;
};
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);
const [appointmentOpen, setAppointmentOpen] = useState(false);
// Which existing appointment is being edited (null = creating a new one).
// The Book Appt drawer shows pills: [+ New] + one per upcoming appointment.
// Clicking Edit on a pill sets this; clicking + New clears it.
const [editingApptId, setEditingApptId] = useState<string | null>(null);
const [transferOpen, setTransferOpen] = useState(false);
const [recordingPaused, setRecordingPaused] = useState(false);
const [enquiryOpen, setEnquiryOpen] = useState(false);
const [dispositionOpen, setDispositionOpen] = useState(false);
const [callerDisconnected, setCallerDisconnected] = useState(false);
// 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);
});
};
// Upcoming appointments for this caller (if returning patient) — drives
// the pill row above AppointmentForm so the agent can edit existing
// bookings in addition to creating new ones.
const { appointments, refresh } = useData();
const leadAppointments = useMemo(() => {
const patientId = (lead as any)?.patientId;
if (!patientId) return [];
const now = Date.now();
return appointments
.filter((a) =>
a.patientId === patientId
&& a.appointmentStatus !== 'CANCELLED'
&& a.appointmentStatus !== 'NO_SHOW'
&& a.appointmentStatus !== 'COMPLETED'
// Only future appointments make sense as reschedule targets.
// Past ones can't be edited — they already happened.
&& a.scheduledAt
&& new Date(a.scheduledAt).getTime() >= now,
)
.sort((a, b) => new Date(a.scheduledAt ?? '').getTime() - new Date(b.scheduledAt ?? '').getTime());
}, [appointments, lead]);
const editingAppt = useMemo(
() => (editingApptId ? leadAppointments.find((a) => a.id === editingApptId) ?? null : null),
[leadAppointments, editingApptId],
);
// Pending pill click awaiting the reschedule-confirm modal. When the
// agent clicks a pill, we store the appointment id here + open the modal.
// Yes → promote to editingApptId in edit mode. No → promote in view mode.
const [pendingApptId, setPendingApptId] = useState<string | null>(null);
const [apptMode, setApptMode] = useState<'edit' | 'view'>('edit');
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 callDirectionRef = useRef(callState === 'ringing-out' ? 'OUTBOUND' : 'INBOUND');
const wasAnsweredRef = useRef(callState === 'active');
useEffect(() => {
console.log(`[ACTIVE-CALL-CARD] Mounted: state=${callState} direction=${callDirectionRef.current} ucid=${callUcid ?? 'none'} lead=${lead?.id ?? 'none'} phone=${callerPhone}`);
}, []); // eslint-disable-line react-hooks/exhaustive-deps
// Sync UCID to localStorage so sendBeacon can fire auto-dispose on page refresh.
// Cleared on disposition submit (handleDisposition below) or when call resets to idle.
useEffect(() => {
if (callUcid) {
localStorage.setItem('helix_active_ucid', callUcid);
}
return () => {
// Don't clear on unmount if disposition hasn't fired — the
// beforeunload handler in SipProvider needs it
};
}, [callUcid]);
// Detect caller disconnect: call was active and ended without agent pressing End
useEffect(() => {
if (wasAnsweredRef.current && !dispositionOpen && (callState === 'ended' || callState === 'failed')) {
setCallerDisconnected(true);
setDispositionOpen(true);
}
}, [callState, dispositionOpen]);
const firstName = lead?.contactName?.firstName ?? '';
const lastName = lead?.contactName?.lastName ?? '';
const fullName = `${firstName} ${lastName}`.trim();
const phone = lead?.contactPhone?.[0];
const phoneDisplay = phone ? formatPhone(phone) : callerPhone || 'Unknown';
const handleDisposition = async (disposition: CallDisposition, notes: string) => {
// Hangup if still connected
if (callState === 'active' || callState === 'ringing-out' || callState === 'ringing-in') {
hangup();
}
// Submit disposition to sidecar
if (callUcid) {
const agentCfg = JSON.parse(localStorage.getItem('helix_agent_config') ?? '{}');
const disposePayload = {
ucid: callUcid,
disposition,
agentId: agentCfg.ozonetelAgentId,
callerPhone,
direction: callDirectionRef.current,
durationSec: callDuration,
leadId: lead?.id ?? null,
leadName: fullName || null,
notes,
missedCallId: missedCallId ?? undefined,
};
console.log('[DISPOSE] Sending disposition:', JSON.stringify(disposePayload));
apiClient.post('/api/ozonetel/dispose', disposePayload)
.then((res) => console.log('[DISPOSE] Response:', JSON.stringify(res)))
.catch((err) => console.error('[DISPOSE] Failed:', err));
} else {
console.warn('[DISPOSE] No callUcid — skipping disposition');
}
// Follow-ups are created by the enquiry form (where the agent picks
// the date + context). No second creation here — that was causing
// duplicate entries on every FOLLOW_UP_SCHEDULED call.
// Clear persisted UCID — disposition was submitted, no need for sendBeacon fallback
localStorage.removeItem('helix_active_ucid');
notify.success('Call Logged', `Disposition: ${disposition.replace(/_/g, ' ').toLowerCase()}`);
handleReset();
};
const handleAppointmentSaved = (outcome: 'BOOKED' | 'RESCHEDULED' | 'CANCELLED') => {
setAppointmentOpen(false);
refresh();
// Invalidate sidecar's caller context cache so AI gets fresh appointment data
if (lead?.id) {
apiClient.post('/api/caller/invalidate-context', { leadId: lead.id }, { silent: true }).catch(() => {});
}
if (outcome === 'RESCHEDULED') {
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);
setOutboundPending(false);
onCallComplete?.();
};
// Outbound ringing
if (callState === 'ringing-out') {
return (
<div className="rounded-xl bg-brand-primary p-4">
<div className="flex items-center gap-3">
<div className="relative">
<div className="absolute inset-0 animate-pulse rounded-full bg-brand-solid opacity-20" />
<div className="relative flex size-10 items-center justify-center rounded-full bg-brand-solid">
<FontAwesomeIcon icon={faPhone} className="size-4 text-white" />
</div>
</div>
<div className="min-w-0 flex-1">
<p className="text-xs font-bold uppercase tracking-wider text-brand-secondary">Calling...</p>
<p className="text-lg font-bold text-primary">{fullName || phoneDisplay}</p>
{fullName && <p className="text-sm text-secondary">{phoneDisplay}</p>}
</div>
</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>
);
}
// Inbound ringing
if (callState === 'ringing-in') {
return (
<div className="rounded-xl bg-brand-primary p-4">
<div className="flex items-center gap-3">
<div className="relative">
<div className="absolute inset-0 animate-ping rounded-full bg-brand-solid opacity-20" />
<div className="relative flex size-10 items-center justify-center rounded-full bg-brand-solid">
<FontAwesomeIcon icon={faPhone} className="size-4 text-white animate-bounce" />
</div>
</div>
<div className="min-w-0 flex-1">
<p className="text-xs font-bold uppercase tracking-wider text-brand-secondary">Incoming Call</p>
<p className="text-lg font-bold text-primary">{fullName || phoneDisplay}</p>
{fullName && <p className="text-sm text-secondary">{phoneDisplay}</p>}
</div>
</div>
<div className="mt-3 flex gap-2">
<Button size="sm" color="primary" onClick={answer}>Answer</Button>
{/* Decline hidden per product — reject returns call to Ozonetel queue */}
</div>
</div>
);
}
// Unanswered call (ringing → ended without ever reaching active)
if (!wasAnsweredRef.current && (callState === 'ended' || callState === 'failed')) {
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">{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
</Button>
</div>
);
}
// Active call
if (callState === 'active' || dispositionOpen) {
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">
<div className="flex items-center gap-3">
<div className="flex size-10 items-center justify-center rounded-full bg-success-solid">
<FontAwesomeIcon icon={faPhone} className="size-4 text-white" />
</div>
<div>
<p className="text-sm font-bold text-primary">{fullName || phoneDisplay}</p>
{fullName && <p className="text-xs text-tertiary">{phoneDisplay}</p>}
</div>
</div>
<div className="flex items-center gap-2">
{supervisorPresence === 'whisper' && (
<Badge size="sm" color="blue" type="pill-color">Supervisor coaching</Badge>
)}
{supervisorPresence === 'barge' && (
<Badge size="sm" color="brand" type="pill-color">Supervisor on call</Badge>
)}
<Badge size="md" color="success" type="pill-color">{formatDuration(callDuration)}</Badge>
</div>
</div>
{/* Call controls */}
<div className="mt-3 flex items-center gap-1.5 flex-wrap">
<button
onClick={toggleMute}
title={isMuted ? 'Unmute' : 'Mute'}
className={cx(
'flex size-8 items-center justify-center rounded-lg transition duration-100 ease-linear',
isMuted ? 'bg-error-solid text-white' : 'bg-secondary text-fg-quaternary hover:bg-secondary_hover hover:text-fg-secondary',
)}
>
<FontAwesomeIcon icon={isMuted ? faMicrophoneSlash : faMicrophone} className="size-3.5" />
</button>
<button
onClick={toggleHold}
title={isOnHold ? 'Resume' : 'Hold'}
className={cx(
'flex size-8 items-center justify-center rounded-lg transition duration-100 ease-linear',
isOnHold ? 'bg-warning-solid text-white' : 'bg-secondary text-fg-quaternary hover:bg-secondary_hover hover:text-fg-secondary',
)}
>
<FontAwesomeIcon icon={isOnHold ? faPlay : faPause} className="size-3.5" />
</button>
<button
onClick={() => {
const action = recordingPaused ? 'unPause' : 'pause';
if (callUcid) apiClient.post('/api/ozonetel/recording', { ucid: callUcid, action }).catch(() => {});
setRecordingPaused(!recordingPaused);
}}
title={recordingPaused ? 'Resume Recording' : 'Pause Recording'}
className={cx(
'flex size-8 items-center justify-center rounded-lg transition duration-100 ease-linear',
recordingPaused ? 'bg-error-solid text-white' : 'bg-secondary text-fg-quaternary hover:bg-secondary_hover hover:text-fg-secondary',
)}
>
<FontAwesomeIcon icon={faRecordVinyl} className="size-3.5" />
</button>
<div className="w-px h-6 bg-secondary mx-0.5" />
<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); }}>
{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}
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"
iconLeading={({ className, ...rest }: any) => <FontAwesomeIcon icon={faPhoneHangup} className={className} {...rest} />}
onClick={() => setDispositionOpen(true)}>End Call</Button>
</div>
</div>
{/* Scrollable: expanded forms + transfer */}
{(appointmentOpen || enquiryOpen || transferOpen) && (
<div className="flex flex-col min-h-0 flex-1 border-t border-secondary px-4 pb-4 pt-4">
{transferOpen && callUcid && (
<TransferDialog
ucid={callUcid}
currentAgentId={JSON.parse(localStorage.getItem('helix_agent_config') ?? '{}').ozonetelAgentId}
onClose={() => setTransferOpen(false)}
onTransferred={() => {
setTransferOpen(false);
// 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);
}}
/>
)}
{appointmentOpen && leadAppointments.length > 0 && (
<div className="flex flex-wrap gap-2 mb-3">
<button
type="button"
onClick={() => setEditingApptId(null)}
className={cx(
'flex items-center gap-1.5 rounded-lg border-2 px-3 py-2 text-xs font-semibold transition duration-100 ease-linear',
!editingApptId
? 'border-brand bg-brand-primary text-brand-secondary'
: 'border-secondary bg-primary text-secondary hover:bg-primary_hover',
)}
>
<FontAwesomeIcon icon={faPlus} className="size-3" />
New
</button>
{leadAppointments.map((appt) => (
<div
key={appt.id}
className={cx(
'flex items-center gap-2 rounded-lg border-2 px-3 py-2 text-xs',
editingApptId === appt.id
? 'border-brand bg-brand-primary'
: 'border-secondary bg-primary',
)}
>
<div className="flex flex-col">
<span className="font-semibold text-primary">
{appt.scheduledAt ? formatShortDate(appt.scheduledAt) : 'No date'}
</span>
<span className="text-[11px] text-tertiary">
{appt.doctorName ?? 'Doctor'}
</span>
</div>
<button
type="button"
onClick={() => setPendingApptId(appt.id)}
className="flex items-center gap-1 rounded-md px-2 py-1 text-[11px] font-semibold text-brand-secondary hover:bg-brand-primary_hover transition duration-100 ease-linear"
>
<FontAwesomeIcon icon={faPenToSquare} className="size-3" />
Edit
</button>
</div>
))}
</div>
)}
{/* Key forces a full remount when switching between
pills (or between edit/view modes) so the form's
internal state re-initializes from the new
existingAppointment prop instead of staying
stuck on the first-mounted values. */}
<AppointmentForm
key={`${editingApptId ?? 'new'}-${apptMode}`}
isOpen={appointmentOpen}
onOpenChange={(open) => {
setAppointmentOpen(open);
if (!open) { setEditingApptId(null); setApptMode('edit'); }
}}
callerNumber={callerPhone}
leadName={fullName || null}
leadId={lead?.id ?? null}
patientId={(lead as any)?.patientId ?? null}
readOnly={apptMode === 'view'}
existingAppointment={editingAppt ? {
id: editingAppt.id,
scheduledAt: editingAppt.scheduledAt ?? '',
doctorName: editingAppt.doctorName ?? '',
doctorId: editingAppt.doctorId ?? undefined,
department: editingAppt.department ?? '',
clinicId: editingAppt.clinicId ?? undefined,
reasonForVisit: editingAppt.reasonForVisit ?? undefined,
status: editingAppt.appointmentStatus ?? 'SCHEDULED',
} : null}
onSaved={(outcome) => {
setEditingApptId(null);
setApptMode('edit');
handleAppointmentSaved(outcome);
}}
/>
<EnquiryForm
isOpen={enquiryOpen}
onOpenChange={setEnquiryOpen}
callerPhone={callerPhone}
leadName={fullName || null}
leadId={lead?.id ?? null}
patientId={(lead as any)?.patientId ?? null}
agentName={user.name}
onSaved={(actions) => {
setEnquiryOpen(false);
addActions(...actions);
}}
/>
</div>
)}
</div>
{/* Reschedule confirm modal — fires when the agent clicks Edit
on an upcoming-appointment pill. Yes → open the form in
edit mode (fields editable, Save button). No → open in
view-only mode (fields disabled, Close button). */}
<ModalOverlay
isOpen={pendingApptId !== null}
onOpenChange={(open) => { if (!open) setPendingApptId(null); }}
isDismissable
>
<Modal className="sm:max-w-md">
<Dialog>
{() => (
<div className="flex flex-col gap-4 rounded-xl bg-primary p-6 shadow-xl ring-1 ring-secondary">
<h2 className="text-lg font-semibold text-primary">Reschedule this appointment?</h2>
<p className="text-sm text-tertiary">
Choose "Yes, reschedule" to change the date, time, or doctor.
Choose "No, just view" to see the details without changing anything.
</p>
<div className="flex items-center gap-2 justify-end">
<Button
size="sm"
color="secondary"
onClick={() => {
if (pendingApptId) {
setEditingApptId(pendingApptId);
setApptMode('view');
setPendingApptId(null);
}
}}
>
No, just view
</Button>
<Button
size="sm"
color="primary"
onClick={() => {
if (pendingApptId) {
setEditingApptId(pendingApptId);
setApptMode('edit');
setPendingApptId(null);
}
}}
>
Yes, reschedule
</Button>
</div>
</div>
)}
</Dialog>
</Modal>
</ModalOverlay>
{/* Disposition Modal — the ONLY path to end a call */}
<DispositionModal
isOpen={dispositionOpen}
callerName={fullName || phoneDisplay}
callerDisconnected={callerDisconnected}
// 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
if (!callerDisconnected) {
setDispositionOpen(false);
} else {
// Caller already disconnected — dismiss goes to worklist
handleReset();
}
}}
/>
</>
);
}
return null;
};