Overview

In-house outbound and inbound dialer on Asterisk.

CRM pushes leads into sales_dialer_master_data. Agents join a Socket.IO panel. One process claims rows, originates through AMI, and settles hangups. Mode is Progressive or Predictive from sales_dialer_config. Inbound PSTN is always on.

Skill-only claim No master agent pin AMI originate Unlimited hold

How the pieces fit

HTTP APICRM upserts leads and schedules callbacks. Does not originate.

Socket hubAgent ready/pause (picker reason required), dashboard snapshot, dialer phases, inbound ringing, redial.

EnginesProgressive: one call per idle agent. Predictive: customer first, then skill bridge.

AMI + inboundDevice state, originate, bridge, MOH. PSTN park and skill offer.

Roster is sales_dialer_employee for module_id = sales-dialer. Skills JSON must include the lead form_type. AMI only tracks those extensions. Config reloads every 30 seconds; switching dialer_type waits until the floor is idle.

Engine

Progressive Agent-first AMI originate. One live outbound per desk. Guide →

Engine

Predictive Customer-first Local originate, ratio pacing, unlimited hold, decline cooldown. Guide →

PSTN

Inbound Park on hold music, look up by phone, offer a skilled idle agent. Blocks outbound on that desk. Guide →

Lead type

Callback Time gate on callback priorities. Any matching skill may take it when due. CRM pending callbacks and dispositions. Guide →

Shared

Settle & retry Hangup map, retry_pattern for NC, Abandoned retry_seconds, wrap, pauses, maintenance, redial, missed activities, priorities. Guide →

Reference

HTTP API Auth, lead push, callback request, pending callbacks / dispositions, missed activities, pause reasons, health. Guide →

Life of a lead

CRM POST /api/leads upserts by oli_id and mints a new data_id (returned on the 201). Status is Pending, or Callback if a callback priority has a time.
An idle ready agent with matching skill claims the row: Calling, reserved. call_count does not increment here.
Progressive originates the agent channel. Predictive originates the customer Local channel, then bridges a skilled agent on answer.
Hangup settles master + a row on sales_dialer_call_attempts (agent, call_type, and the master data_id at settle).
Not Connected retries on sales_dialer_config.retry_pattern (currently [4,4,3,2,1,1,1,1,1,1,1]) until max_tries (currently 20). Abandoned is not on that cycle — it keeps a future next_retry_at, otherwise waits retry_seconds (currently 3600). Received / Rejected / Disposed stop unless socket redial, a new CRM push, or a CRM pending callback.
After a bridged outgoing / redial call the agent has MISSED_ACTIVITY_GRACE_MINUTES (default 10) to store a callback or disposition from the CRM. Otherwise their outbound is paused (inbound still rings) until they do. See Missed activities.

Master has no agent_id column. Sending it on the API is a 400. Connected agent is on sales_dialer_call_attempts only.

Dial status

Status	Meaning	Claimed again?
Pending	In the pool	Yes, skill + priority allowlist
Callback	Waiting on `callback_scheduled_at`	When due, skill + priority allowlist
Calling	Reserved, originate in flight	No
Received	Talked	No (unless redial)
Not Connected	No answer / busy / congestion	After `retry_pattern` / `retry_seconds`
Abandoned	Customer left while waiting (predictive / inbound)	After `retry_seconds` (or existing `next_retry_at`)
Rejected	Cancel / invalid / reject cause	No (unless redial)
Disposed	NC cap, or CRM final disposition	No unless redial, a new CRM push, or a CRM pending callback

Tables this process owns

Table	Role
`sales_dialer_employee`	Roster, skills, priority_ids, panel pause/active
`sales_dialer_config`	Mode, wrap, ratio, retry, hours, `isMaintainance`
`sales_dialer_priority`	Queue order, callback flags
`sales_dialer_master_data`	Leads. No agent pin
`sales_dialer_call_attempts`	Every settle, with agent, hold seconds, master `data_id` snapshot, `previous_dial_status` (master at claim), and `call_type` (`outgoing` / `incoming` / `redial`)
`sales_dialer_agent_declines`	SIP deny on a live hold (same `call_type` values)
`sales_dialer_agent_pauses`	Panel pause intervals
`sales_dialer_api_call_log`	Hangup webhook posts
`sales_dialer_after_hours_calls`	After-hours DID misses (announce path only)
`sales_dialer_pending_callbacks`	CRM callbacks / final dispositions held until the live call settles
`sales_dialer_missed_activities`	Bridged outgoing / redial calls awaiting a CRM callback or disposition (outbound block)

What this dialer does not do

Pin a lead to one employee on master.
Cap hold time (hold_timeout_seconds is unused leftover).
Apply a drop-rate brake (max_abandon_rate is unused).
Originate through call.php.
Count Abandoned toward max_tries.
Hang a live call when maintenance turns on (only new originates / redials / inbound offers stop).