Add Contact Center module

.github/copilot-instructions.md

@@ -10,6 +10,20 @@ CrestApps.OrchardCore is a collection of open-source modules for **Orchard Core
 **Target Framework**: .NET 10.0 (net10.0)  
 **Architecture**: Modular, multi-tenant application framework
 
+## Contact Center module (active, multi-phase project)
+
+The **Contact Center** module set is a large, multi-phase orchestration layer being built between the CRM (Omnichannel) and Telephony modules. Before doing any Contact Center work (anything under `src/**/CrestApps.OrchardCore.ContactCenter*`), **ALWAYS read the durable plan first**:
+
+- **Plan & progress:** [`.github/contact-center/PLAN.md`](contact-center/PLAN.md)
+
+That document is the source of truth for the Contact Center architecture, phased scope, MVP definition, conceptual data model, event catalog, and current progress. Always read its **Progress status** section to see what is done and what is next, start at the lowest incomplete phase, and update that section after each meaningful change.
+
+Key rules for this module set:
+
+- Respect the layer boundary: **CRM (Omnichannel) owns business work data, Contact Center owns orchestration, Telephony owns media execution.** `OmnichannelActivity` remains the universal work item; `Interaction` is communication history for one attempt and never owns workflow or disposition.
+- **Never** write competitor product names in code, comments, identifiers, or public docs. Adopt only the generic, industry-standard terminology defined in the plan's terminology/metrics section.
+- Group related capabilities into separate, feature-gated Orchard modules/features (the plan's module breakdown), the way commercial platforms separate licensed capabilities.
+
 ## Working Effectively
 
 ### Prerequisites and Environment Setup

CrestApps.OrchardCore.slnx

@@ -17,6 +17,7 @@
   <Folder Name="/src/" />
   <Folder Name="/src/Abstractions/">
     <Project Path="src/Abstractions/CrestApps.OrchardCore.Abstractions/CrestApps.OrchardCore.Abstractions.csproj" />
+    <Project Path="src/Abstractions/CrestApps.OrchardCore.ContactCenter.Abstractions/CrestApps.OrchardCore.ContactCenter.Abstractions.csproj" />
     <Project Path="src/Abstractions/CrestApps.OrchardCore.ContentTransfer.Abstractions/CrestApps.OrchardCore.ContentTransfer.Abstractions.csproj" />
     <Project Path="src/Abstractions/CrestApps.OrchardCore.DncRegistry.Abstractions/CrestApps.OrchardCore.DncRegistry.Abstractions.csproj" />
     <Project Path="src/Abstractions/CrestApps.OrchardCore.PhoneNumbers.Abstractions/CrestApps.OrchardCore.PhoneNumbers.Abstractions.csproj" />
@@ -27,6 +28,7 @@
     <Project Path="src/Core/CrestApps.OrchardCore.AI.Chat.Core/CrestApps.OrchardCore.AI.Chat.Core.csproj" />
     <Project Path="src/Core/CrestApps.OrchardCore.AI.Chat.Interactions.Core/CrestApps.OrchardCore.AI.Chat.Interactions.Core.csproj" />
     <Project Path="src/Core/CrestApps.OrchardCore.AI.Core/CrestApps.OrchardCore.AI.Core.csproj" />
+    <Project Path="src/Core/CrestApps.OrchardCore.ContactCenter.Core/CrestApps.OrchardCore.ContactCenter.Core.csproj" />
     <Project Path="src/Core/CrestApps.OrchardCore.ContentTransfer.Core/CrestApps.OrchardCore.ContentTransfer.Core.csproj" />
     <Project Path="src/Core/CrestApps.OrchardCore.Core/CrestApps.OrchardCore.Core.csproj" />
     <Project Path="src/Core/CrestApps.OrchardCore.Omnichannel.Core/CrestApps.OrchardCore.Omnichannel.Core.csproj" />
@@ -61,6 +63,7 @@
     <Project Path="src/Modules/CrestApps.OrchardCore.AI.Prompting/CrestApps.OrchardCore.AI.Prompting.csproj" />
     <Project Path="src/Modules/CrestApps.OrchardCore.AI/CrestApps.OrchardCore.AI.csproj" />
     <Project Path="src/Modules/CrestApps.OrchardCore.AzureAIInference/CrestApps.OrchardCore.AzureAIInference.csproj" />
+    <Project Path="src/Modules/CrestApps.OrchardCore.ContactCenter/CrestApps.OrchardCore.ContactCenter.csproj" />
     <Project Path="src/Modules/CrestApps.OrchardCore.ContentAccessControl/CrestApps.OrchardCore.ContentAccessControl.csproj" />
     <Project Path="src/Modules/CrestApps.OrchardCore.ContentFields/CrestApps.OrchardCore.ContentFields.csproj" />
     <Project Path="src/Modules/CrestApps.OrchardCore.ContentTransfer/CrestApps.OrchardCore.ContentTransfer.csproj" />

src/Abstractions/CrestApps.OrchardCore.ContactCenter.Abstractions/ContactCenterConstants.cs

@@ -0,0 +1,281 @@
+namespace CrestApps.OrchardCore.ContactCenter;
+
+/// <summary>
+/// Contains constant values shared across the Contact Center module set.
+/// </summary>
+public static class ContactCenterConstants
+{
+    /// <summary>
+    /// The YesSql collection name used to store Contact Center documents in isolation from other modules.
+    /// </summary>
+    public const string CollectionName = "ContactCenter";
+
+    /// <summary>
+    /// The current schema version applied to newly published Contact Center domain events.
+    /// </summary>
+    public const int CurrentEventSchemaVersion = 1;
+
+    /// <summary>
+    /// Identifies a system actor for events that are not originated by an interactive user.
+    /// </summary>
+    public const string SystemActor = "system";
+
+    /// <summary>
+    /// Contains the feature identifiers exposed by the Contact Center module set.
+    /// </summary>
+    public static class Feature
+    {
+        /// <summary>
+        /// The identifier of the base Contact Center feature.
+        /// </summary>
+        public const string Area = "CrestApps.OrchardCore.ContactCenter";
+
+        /// <summary>
+        /// The identifier of the agent, presence, and queue-membership feature.
+        /// </summary>
+        public const string Agents = "CrestApps.OrchardCore.ContactCenter.Agents";
+
+        /// <summary>
+        /// The identifier of the queue and reservation feature.
+        /// </summary>
+        public const string Queues = "CrestApps.OrchardCore.ContactCenter.Queues";
+
+        /// <summary>
+        /// The identifier of the outbound dialer feature.
+        /// </summary>
+        public const string Dialer = "CrestApps.OrchardCore.ContactCenter.Dialer";
+
+        /// <summary>
+        /// The identifier of the inbound voice integration feature.
+        /// </summary>
+        public const string Voice = "CrestApps.OrchardCore.ContactCenter.Voice";
+
+        /// <summary>
+        /// The identifier of the real-time agent and supervisor experience feature.
+        /// </summary>
+        public const string RealTime = "CrestApps.OrchardCore.ContactCenter.RealTime";
+    }
+
+    /// <summary>
+    /// Contains the well-known names of the Contact Center components that originate domain events.
+    /// </summary>
+    public static class Components
+    {
+        /// <summary>
+        /// The interaction management component.
+        /// </summary>
+        public const string Interactions = "Interactions";
+
+        /// <summary>
+        /// The queue management component.
+        /// </summary>
+        public const string Queues = "Queues";
+
+        /// <summary>
+        /// The routing engine component.
+        /// </summary>
+        public const string Routing = "Routing";
+
+        /// <summary>
+        /// The agent and presence management component.
+        /// </summary>
+        public const string Agents = "Agents";
+
+        /// <summary>
+        /// The voice channel adapter component.
+        /// </summary>
+        public const string Voice = "Voice";
+
+        /// <summary>
+        /// The outbound dialer component.
+        /// </summary>
+        public const string Dialer = "Dialer";
+
+        /// <summary>
+        /// The wrap-up and disposition component.
+        /// </summary>
+        public const string WrapUp = "WrapUp";
+
+        /// <summary>
+        /// The call session management component.
+        /// </summary>
+        public const string CallSessions = "CallSessions";
+
+        /// <summary>
+        /// The real-time agent and supervisor experience component.
+        /// </summary>
+        public const string RealTime = "RealTime";
+    }
+
+    /// <summary>
+    /// Contains the canonical Contact Center domain event type names.
+    /// Names are channel-neutral and stable so they can be persisted, projected, and replayed.
+    /// </summary>
+    public static class Events
+    {
+        /// <summary>
+        /// Raised when a new interaction is created.
+        /// </summary>
+        public const string InteractionCreated = "InteractionCreated";
+
+        /// <summary>
+        /// Raised when an interaction is linked to a CRM activity.
+        /// </summary>
+        public const string InteractionLinkedToActivity = "InteractionLinkedToActivity";
+
+        /// <summary>
+        /// Raised when an activity is reserved by routing, a dialer, or an agent.
+        /// </summary>
+        public const string ActivityReserved = "ActivityReserved";
+
+        /// <summary>
+        /// Raised when an activity assignment changes.
+        /// </summary>
+        public const string ActivityAssignmentChanged = "ActivityAssignmentChanged";
+
+        /// <summary>
+        /// Raised when an activity disposition is applied.
+        /// </summary>
+        public const string ActivityDispositionApplied = "ActivityDispositionApplied";
+
+        /// <summary>
+        /// Raised when the communication session for an interaction starts.
+        /// </summary>
+        public const string InteractionStarted = "InteractionStarted";
+
+        /// <summary>
+        /// Raised when an interaction is updated.
+        /// </summary>
+        public const string InteractionUpdated = "InteractionUpdated";
+
+        /// <summary>
+        /// Raised when an interaction is transferred.
+        /// </summary>
+        public const string InteractionTransferred = "InteractionTransferred";
+
+        /// <summary>
+        /// Raised when the communication session for an interaction ends.
+        /// </summary>
+        public const string InteractionEnded = "InteractionEnded";
+
+        /// <summary>
+        /// Raised when an interaction fails.
+        /// </summary>
+        public const string InteractionFailed = "InteractionFailed";
+
+        /// <summary>
+        /// Raised when routing evaluates a queued activity and its candidate agents.
+        /// </summary>
+        public const string RoutingDecisionMade = "RoutingDecisionMade";
+
+        /// <summary>
+        /// Raised when an activity is added to a queue.
+        /// </summary>
+        public const string QueueItemAdded = "QueueItemAdded";
+
+        /// <summary>
+        /// Raised when a queue item is reserved for an agent.
+        /// </summary>
+        public const string QueueItemReserved = "QueueItemReserved";
+
+        /// <summary>
+        /// Raised when a queue item is assigned to an agent.
+        /// </summary>
+        public const string QueueItemAssigned = "QueueItemAssigned";
+
+        /// <summary>
+        /// Raised when a queue item leaves the queue.
+        /// </summary>
+        public const string QueueItemDequeued = "QueueItemDequeued";
+
+        /// <summary>
+        /// Raised when a waiting queue item is moved to an overflow queue.
+        /// </summary>
+        public const string QueueItemOverflowed = "QueueItemOverflowed";
+
+        /// <summary>
+        /// Raised when an agent signs in.
+        /// </summary>
+        public const string AgentSignedIn = "AgentSignedIn";
+
+        /// <summary>
+        /// Raised when an agent signs out.
+        /// </summary>
+        public const string AgentSignedOut = "AgentSignedOut";
+
+        /// <summary>
+        /// Raised when an agent presence state changes.
+        /// </summary>
+        public const string AgentPresenceChanged = "AgentPresenceChanged";
+
+        /// <summary>
+        /// Raised when an agent is reserved for an offer.
+        /// </summary>
+        public const string AgentReserved = "AgentReserved";
+
+        /// <summary>
+        /// Raised when an agent reservation is released.
+        /// </summary>
+        public const string AgentReleased = "AgentReleased";
+
+        /// <summary>
+        /// Raised when a dialer run starts.
+        /// </summary>
+        public const string DialerRunStarted = "DialerRunStarted";
+
+        /// <summary>
+        /// Raised when a dialer attempt is scheduled.
+        /// </summary>
+        public const string DialerAttemptScheduled = "DialerAttemptScheduled";
+
+        /// <summary>
+        /// Raised when a dialer attempt starts dialing.
+        /// </summary>
+        public const string DialerAttemptStarted = "DialerAttemptStarted";
+
+        /// <summary>
+        /// Raised when a dialer attempt completes.
+        /// </summary>
+        public const string DialerAttemptCompleted = "DialerAttemptCompleted";
+
+        /// <summary>
+        /// Raised when the outbound compliance gate suppresses a dialing attempt.
+        /// </summary>
+        public const string DialSuppressed = "DialSuppressed";
+
+        /// <summary>
+        /// Raised when a callback is scheduled.
+        /// </summary>
+        public const string CallbackScheduled = "CallbackScheduled";
+
+        /// <summary>
+        /// Raised when a call session is created for an interaction.
+        /// </summary>
+        public const string CallSessionCreated = "CallSessionCreated";
+
+        /// <summary>
+        /// Raised when a call session state changes.
+        /// </summary>
+        public const string CallSessionUpdated = "CallSessionUpdated";
+
+        /// <summary>
+        /// Raised when a live call is connected (bridged) to an agent.
+        /// </summary>
+        public const string CallConnected = "CallConnected";
+
+        /// <summary>
+        /// Raised when a call session ends.
+        /// </summary>
+        public const string CallEnded = "CallEnded";
+
+        /// <summary>
+        /// Raised when an agent accepts an offered interaction.
+        /// </summary>
+        public const string OfferAccepted = "OfferAccepted";
+
+        /// <summary>
+        /// Raised when an agent declines an offered interaction.
+        /// </summary>
+        public const string OfferDeclined = "OfferDeclined";
+    }
+}

src/Abstractions/CrestApps.OrchardCore.ContactCenter.Abstractions/CrestApps.OrchardCore.ContactCenter.Abstractions.csproj

@@ -0,0 +1,20 @@
+<Project Sdk="Microsoft.NET.Sdk">
+
+  <PropertyGroup>
+    <RootNamespace>CrestApps.OrchardCore.ContactCenter</RootNamespace>
+    <Title>CrestApps OrchardCore Contact Center Abstractions</Title>
+    <Description>
+      $(CrestAppsDescription)
+
+      Provider-agnostic abstractions and shared domain vocabulary for the CrestApps OrchardCore
+      Contact Center module set. Contains the interaction, channel, routing, and event constants
+      and enumerations shared across Contact Center features and channel adapters.
+    </Description>
+    <PackageTags>$(PackageTags) ContactCenter Interactions Abstractions</PackageTags>
+  </PropertyGroup>
+
+  <ItemGroup>
+    <PackageReference Include="OrchardCore.Infrastructure.Abstractions" />
+  </ItemGroup>
+
+</Project>