Add Contact Center agents, queues, reservations, assignment, and dialer-agnostic dialing#502
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MikeAlhayek merged 1 commit intoJun 29, 2026
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…er-agnostic dialing Implements Phase 2 (agent presence, queues, reservations) plus the routing/dialer cores: - Abstractions: presence/reservation/queue-item enums, dialer modes/capabilities, and the dialer-agnostic IDialerProvider + IDialerProviderResolver with request/result models. - Core: AgentProfile, ActivityQueue, QueueItem, ActivityReservation, DialerProfile (models, indexes, stores, managers) and presence, queue, reservation-lifecycle, availability-based assignment, and dialer orchestration services. - ContactCenter module: Agents/Queues/Dialer features, reservation-expiry and dialer-pacing background tasks, permissions, admin menu, CRUD UI for queues/dialer profiles, agent sign-in workspace, and dialer activity batch sources. - DialPad.Dialer feature: DialPadDialerProvider implements IDialerProvider over the DialPad telephony provider. - 7 new unit tests (20 ContactCenter tests pass); docs page + v2.0.0 changelog; PLAN progress updated. Co-authored-by: Copilot <223556219+Copilot@users.noreply.github.com>
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Summary
Builds on the Contact Center base (PR #501) to deliver Phase 2 (agents, presence, queues, reservations) plus the routing and dialer cores, including a dialer-agnostic provider model and a DialPad implementation.
This PR targets
ma/add-contact-centerbecause it depends on the Phase 1 work that is not yet inmain.What changed
IDialerProvider+IDialerProviderResolverwith request/result models.AgentProfile,ActivityQueue,QueueItem,ActivityReservation,DialerProfile(models, indexes, stores, managers) and the orchestration brain: presence, queue, reservation lifecycle (reserve/accept/reject/expire), availability-based assignment (highest-priority work to the longest-idle available agent), and dialer orchestration.Agents,Queues, andDialerfeatures; reservation-expiry + dialer-pacing background tasks; agent/queue/dialer permissions; admin menu; CRUD UI for queues and dialer profiles; an agent sign-in workspace; and dialer activity-batch sources.DialPadDialerProviderimplements the dialer-agnosticIDialerProviderover the existing DialPad telephony provider, so outbound campaigns dial through DialPad while the Contact Center owns all assignment/queue/pacing/compliance logic.How it works
Agents sign in to queues/campaigns from the Agent Workspace and become
Available. A background task pairs the top-priority queued activity with the longest-idle available agent, creates a short-lived reservation (Available → Reserved → Assigned), and expires stale reservations. Power/progressive dialer profiles run each minute: reserve an agent, create an outbound interaction, and ask the configured provider to place the call.Validation
dotnet buildclean (zero warnings) for Core, the ContactCenter module, DialPad, and the fullCms.Webbundle.Docs
v2.0.0changelog subsection; PLAN.md progress updated (Phase 2 done; Phase 3/5 cores started).