Add Contact Center agents, queues, reservations, assignment, and dialer-agnostic dialing

.github/contact-center/PLAN.md

@@ -1382,10 +1382,13 @@ Keep this section current. Use the checklist below to track phase-level progress
   - [x] Registered in `.slnx` and the `Cms.Core.Targets` bundle
   - [x] 13 unit tests (event envelope, event publisher dispatch/idempotency/resilience, interaction manager lifecycle, entity metadata extensibility)
   - [x] Docs landing page + `v2.0.0` changelog entry
-- [ ] Phase 2 — Agent, presence, queue, and reservation foundation
-- [ ] Phase 3 — Routing MVP
+- [x] **Phase 2 — Agent, presence, queue, and reservation foundation**
+  - [x] `Agents` feature: AgentProfile (presence, capacity, skills, queue/campaign membership), store/manager/index, presence manager, Agent Workspace sign-in/out
+  - [x] `Queues` feature: ActivityQueue, QueueItem, ActivityReservation models/stores/managers/indexes; queue + reservation lifecycle (reserve/accept/reject/expire); reservation-expiry background task
+  - [x] Availability-based assignment service (longest-idle agent ↔ highest-priority item); agent/queue/dialer permissions; admin menu + CRUD UI; unit tests
+- [~] Phase 3 — Routing MVP (availability + priority + longest-idle assignment shipped; skills/sticky/business-hours/audit pending)
 - [ ] Phase 4 — Voice integration with Telephony
-- [ ] Phase 5 — Outbound dialer MVP
+- [~] Phase 5 — Outbound dialer MVP (`Dialer` feature: profiles, modes, dialer-agnostic `IDialerProvider`/resolver, power/progressive pacing, dialer batch sources, DialPad.Dialer provider; retry/callback/suppression pending)
 - [ ] Phase 6 — Wrap-up and disposition lifecycle
 - [ ] Phase 7 — Agent desktop and supervisor real-time UX
 - [ ] Phase 8 — Inbound entry points, IVR and self-service
@@ -1403,3 +1406,4 @@ Keep this section current. Use the checklist below to track phase-level progress
 - Phase 0 started: promoted the session plan to this durable repo-tracked document, added the copilot-instructions pointer, and created the public Contact Center docs landing page.
 - Phase 0 completed and Phase 1 (Domain foundation) implemented: added the `ContactCenter.Abstractions`, `ContactCenter.Core`, and `ContactCenter` base module projects; extended `OmnichannelActivity` with kind/source/assignment/reservation metadata so CRM activities remain the universal work item; made `Interaction` an Orchard `Entity` communication-history record linked to activities; added the durable `InteractionEvent` log with idempotency and the `DefaultContactCenterEventPublisher`; added the `IActivityDispositionService` contract; registered everything in `.slnx` and the `Cms.Core.Targets` bundle; added 13 unit tests; and documented the feature on the docs landing page and the `v2.0.0` changelog. The base feature is headless by design — all future CRUD/agent/supervisor UI must use Display Management, display drivers, shapes, placement, and AI Profile-style catalog screens. Next: Phase 2 (agents, presence, activity queues, reservations).
 - Activity Batch source selection implemented: **Add Activity Batch** now opens a source modal like AI Provider Connections, sources are registered through `ActivityBatchSourceOptions`, and source cards use shape alternates. Manual batches keep the selected-user assignment flow. Dialer batches hide the user selector and load activities as unassigned `Available` dialer inventory for later reservation by dialer/routing services.
+- Phase 2 implemented and Phases 3/5 started: added `Agents`, `Queues`, and `Dialer` features in the ContactCenter module. Core now has AgentProfile/ActivityQueue/QueueItem/ActivityReservation/DialerProfile models, indexes, stores, and managers, plus presence/queue/reservation/assignment/dialer orchestration services. Assignment pairs the highest-priority waiting item with the longest-idle available agent (Phase 3 core); reservations expire via background task. Outbound dialing is dialer-agnostic via `IDialerProvider`/`IDialerProviderResolver`, with power/progressive pacing and dialer batch sources (Phase 5 core). Added the `DialPad.Dialer` feature implementing `IDialerProvider` over the DialPad telephony provider. Added admin CRUD for queues/dialer profiles + agent sign-in workspace, agent/queue/dialer permissions, and 7 new unit tests (20 total pass). Docs + `v2.0.0` changelog updated. Next: skills/sticky/business-hours routing (Phase 3), voice integration (Phase 4), retry/callback/suppression (Phase 5), wrap-up (Phase 6).

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

@@ -29,6 +29,21 @@ public static class Feature
         /// 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>
@@ -127,5 +142,75 @@ public static class Events
         /// Raised when an interaction fails.
         /// </summary>
         public const string InteractionFailed = "InteractionFailed";
+
+        /// <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 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 a callback is scheduled.
+        /// </summary>
+        public const string CallbackScheduled = "CallbackScheduled";
     }
 }

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

@@ -0,0 +1,43 @@
+using CrestApps.OrchardCore.ContactCenter.Models;
+using Microsoft.Extensions.Localization;
+
+namespace CrestApps.OrchardCore.ContactCenter;
+
+/// <summary>
+/// Defines a dialer-agnostic provider that executes outbound calling on behalf of the Contact Center.
+/// The Contact Center owns all assignment, queue, pacing, and compliance logic; the provider only places
+/// and ends calls so any telephony platform can act as the calling engine.
+/// </summary>
+public interface IDialerProvider
+{
+    /// <summary>
+    /// Gets the stable technical name used to resolve the provider.
+    /// </summary>
+    string TechnicalName { get; }
+
+    /// <summary>
+    /// Gets the localized, human-readable name of the provider.
+    /// </summary>
+    LocalizedString DisplayName { get; }
+
+    /// <summary>
+    /// Gets the calling capabilities supported by the provider.
+    /// </summary>
+    DialerProviderCapabilities Capabilities { get; }
+
+    /// <summary>
+    /// Places an outbound call for a reserved activity.
+    /// </summary>
+    /// <param name="request">The provider-agnostic dial request.</param>
+    /// <param name="cancellationToken">The token to monitor for cancellation requests.</param>
+    /// <returns>The result of the dial operation.</returns>
+    Task<DialerDialResult> PlaceCallAsync(DialerDialRequest request, CancellationToken cancellationToken = default);
+
+    /// <summary>
+    /// Ends or cancels a provider call previously placed for an attempt.
+    /// </summary>
+    /// <param name="providerCallId">The provider call identifier returned by <see cref="PlaceCallAsync"/>.</param>
+    /// <param name="cancellationToken">The token to monitor for cancellation requests.</param>
+    /// <returns>The result of the end-call operation.</returns>
+    Task<DialerDialResult> EndCallAsync(string providerCallId, CancellationToken cancellationToken = default);
+}

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

@@ -0,0 +1,21 @@
+namespace CrestApps.OrchardCore.ContactCenter;
+
+/// <summary>
+/// Resolves the registered <see cref="IDialerProvider"/> implementations so the Contact Center can
+/// dial through any installed provider without depending on a specific telephony platform.
+/// </summary>
+public interface IDialerProviderResolver
+{
+    /// <summary>
+    /// Resolves the dialer provider with the specified technical name, or the only registered provider when no name is supplied.
+    /// </summary>
+    /// <param name="technicalName">The provider technical name, or <see langword="null"/> to resolve the default.</param>
+    /// <returns>The matching provider, or <see langword="null"/> when none is found.</returns>
+    IDialerProvider Get(string technicalName = null);
+
+    /// <summary>
+    /// Gets every registered dialer provider.
+    /// </summary>
+    /// <returns>The registered dialer providers.</returns>
+    IEnumerable<IDialerProvider> GetAll();
+}

src/Abstractions/CrestApps.OrchardCore.ContactCenter.Abstractions/Models/AgentPresenceStatus.cs

@@ -0,0 +1,37 @@
+namespace CrestApps.OrchardCore.ContactCenter.Models;
+
+/// <summary>
+/// Identifies the live availability state of a Contact Center agent.
+/// </summary>
+public enum AgentPresenceStatus
+{
+    /// <summary>
+    /// The agent is signed out and cannot receive work.
+    /// </summary>
+    Offline,
+
+    /// <summary>
+    /// The agent is signed in and available to receive work.
+    /// </summary>
+    Available,
+
+    /// <summary>
+    /// The agent has been reserved for an offer but has not yet accepted it.
+    /// </summary>
+    Reserved,
+
+    /// <summary>
+    /// The agent is actively working an interaction.
+    /// </summary>
+    Busy,
+
+    /// <summary>
+    /// The agent is completing post-interaction wrap-up work.
+    /// </summary>
+    WrapUp,
+
+    /// <summary>
+    /// The agent is signed in but temporarily not ready for work.
+    /// </summary>
+    Break,
+}

src/Abstractions/CrestApps.OrchardCore.ContactCenter.Abstractions/Models/DialerDialRequest.cs

@@ -0,0 +1,49 @@
+namespace CrestApps.OrchardCore.ContactCenter.Models;
+
+/// <summary>
+/// Represents a provider-agnostic request to place an outbound call for a reserved activity.
+/// The Contact Center owns the activity, queue, agent, campaign, and compliance decisions; the
+/// dialer provider only executes the calling operation.
+/// </summary>
+public sealed class DialerDialRequest
+{
+    /// <summary>
+    /// Gets or sets the CRM activity identifier being dialed.
+    /// </summary>
+    public string ActivityId { get; set; }
+
+    /// <summary>
+    /// Gets or sets the Contact Center interaction identifier for this attempt.
+    /// </summary>
+    public string InteractionId { get; set; }
+
+    /// <summary>
+    /// Gets or sets the queue identifier the activity belongs to.
+    /// </summary>
+    public string QueueId { get; set; }
+
+    /// <summary>
+    /// Gets or sets the campaign identifier the activity belongs to.
+    /// </summary>
+    public string CampaignId { get; set; }
+
+    /// <summary>
+    /// Gets or sets the reserved agent identifier when the dialing mode requires an agent before dialing.
+    /// </summary>
+    public string AgentId { get; set; }
+
+    /// <summary>
+    /// Gets or sets the destination address to dial.
+    /// </summary>
+    public string Destination { get; set; }
+
+    /// <summary>
+    /// Gets or sets the caller identifier to present when supported.
+    /// </summary>
+    public string CallerId { get; set; }
+
+    /// <summary>
+    /// Gets or sets provider-specific metadata for the dial request.
+    /// </summary>
+    public IDictionary<string, string> Metadata { get; set; } = new Dictionary<string, string>();
+}

src/Abstractions/CrestApps.OrchardCore.ContactCenter.Abstractions/Models/DialerDialResult.cs

@@ -0,0 +1,62 @@
+namespace CrestApps.OrchardCore.ContactCenter.Models;
+
+/// <summary>
+/// Represents the result of a dialer provider call operation.
+/// </summary>
+public sealed class DialerDialResult
+{
+    /// <summary>
+    /// Gets or sets a value indicating whether the provider accepted the dial request.
+    /// </summary>
+    public bool Succeeded { get; set; }
+
+    /// <summary>
+    /// Gets or sets the provider call identifier returned by the provider.
+    /// </summary>
+    public string ProviderCallId { get; set; }
+
+    /// <summary>
+    /// Gets or sets the provider error code when the dial request failed.
+    /// </summary>
+    public string ErrorCode { get; set; }
+
+    /// <summary>
+    /// Gets or sets the provider error message when the dial request failed.
+    /// </summary>
+    public string ErrorMessage { get; set; }
+
+    /// <summary>
+    /// Gets or sets provider-specific result metadata.
+    /// </summary>
+    public IDictionary<string, string> Metadata { get; set; } = new Dictionary<string, string>();
+
+    /// <summary>
+    /// Creates a successful result for the specified provider call identifier.
+    /// </summary>
+    /// <param name="providerCallId">The provider call identifier.</param>
+    /// <returns>A successful <see cref="DialerDialResult"/>.</returns>
+    public static DialerDialResult Success(string providerCallId)
+    {
+        return new DialerDialResult
+        {
+            Succeeded = true,
+            ProviderCallId = providerCallId,
+        };
+    }
+
+    /// <summary>
+    /// Creates a failed result with the specified error details.
+    /// </summary>
+    /// <param name="errorCode">The provider error code.</param>
+    /// <param name="errorMessage">The provider error message.</param>
+    /// <returns>A failed <see cref="DialerDialResult"/>.</returns>
+    public static DialerDialResult Failure(string errorCode, string errorMessage)
+    {
+        return new DialerDialResult
+        {
+            Succeeded = false,
+            ErrorCode = errorCode,
+            ErrorMessage = errorMessage,
+        };
+    }
+}

src/Abstractions/CrestApps.OrchardCore.ContactCenter.Abstractions/Models/DialerMode.cs

@@ -0,0 +1,32 @@
+namespace CrestApps.OrchardCore.ContactCenter.Models;
+
+/// <summary>
+/// Identifies the outbound dialing strategy used by a dialer profile.
+/// </summary>
+public enum DialerMode
+{
+    /// <summary>
+    /// The agent chooses and places the call manually.
+    /// </summary>
+    Manual,
+
+    /// <summary>
+    /// The agent reviews the activity, then accepts or skips before dialing.
+    /// </summary>
+    Preview,
+
+    /// <summary>
+    /// The system reserves agents and dials a controlled number of calls per available agent.
+    /// </summary>
+    Power,
+
+    /// <summary>
+    /// The system dials one call per reserved agent as agents become available.
+    /// </summary>
+    Progressive,
+
+    /// <summary>
+    /// The system forecasts answer rates and dials ahead of agent availability.
+    /// </summary>
+    Predictive,
+}