Settle, retry, wrap, pause, decline, redial, missed activities.

Hangup map

Settle only updates rows still Calling. Agent, duration, hold seconds, and data_id are on the attempt row, not master. Attempt dial_status is this call’s outcome; previous_dial_status is master at claim.

Retry

Claim order is status tier first (Callback → Pending → Abandoned → Not Connected). Within Callback / Pending / Abandoned: priority_no, then oldest attempt. Within Not Connected: sooner next_retry_at, then Fresh Assign first, then lowest call_count. Abandoned is not on the NC pattern. Dispose exclusion uses only this module’s sales_dialer_config (sales-dialer). Live knobs: retry_pattern = [4,4,3,2,1,1,1,1,1,1,1], retry_seconds = 3600, max_tries = 20, work_days = [1,2,3,4,5,6,7], window 09:30–18:30.

Claim only reserves the row (Calling, isReserved = 1, reserved_at). first_attempt_at / last_attempt_at are written right before a real outbound originate, or on an inbound claim. A claim released without dialing restores the previous status and waits RELEASE_RETRY_MS (default 60s; invalid numbers keep retry_seconds). Predictive claims only leads that one idle agent can take (skill and priority on the same agent). /api/health reports metrics.released, metrics.releasedNoAgent, leads.phantomAttempts (target 0) and leads.uncoveredLeads.

Wrap and working hours

buffer_time is per-agent wrap after a connected call. A miss with no lead retries claim every 10 seconds. Originate is refused when isMaintainance = 1. Auto-dial also needs an idle ready agent whose skills match the lead form_type.

sales_dialer_config.outbound_obey_work_hours (default 0) controls whether outbound auto-dial (progressive and predictive) follows work_start–work_end on work_days:

Because retry scheduling stays clamped, after hours only leads whose next_retry_at is already due (or null) are claimed. A Not Connected at 18:45 still waits for the next work_start. Turn the old behavior back on with UPDATE sales_dialer_config SET outbound_obey_work_hours = 1 WHERE module_id = 'sales-dialer';

Pause and decline

Panel pause writes sales_dialer_employee.panel_status = pause, queue-pauses the extension, and opens a row on sales_dialer_agent_pauses (source agent or auto on leave). Agent pause requires { reason } from public GET /api/pause-reasons. Pick ondemand for an on-demand OLI call. other requires a short note (12 words). Invalid or missing reason → server_error invalid_pause_reason and no pause. Ready closes that row and needs no reason. status / panel include pause_reason, pause_reason_note, and paused_at while paused. The dashboard Work column shows a live elapsed clock from that start time.

Daily day reset at PAUSE_DAY_RESET_AT (default 09:30 IST / DB_TIMEZONE) closes open pauses that started before today (resume_reason = day_reset) and sets panel_status = yet_to_login. The dialer ignores those desks until the agent goes Active. Same-morning pauses stay open. Kill switch: PAUSE_DAY_RESET_ENABLED=0.

SIP deny on a live predictive/inbound hold records sales_dialer_agent_declines and blocks that extension for the same caller for decline_cooldown_seconds (default 30). The customer stays on hold. The same or another skilled agent is offered when the window ends.

Maintenance

sales_dialer_config.isMaintainance (column spelling as stored) is the floor switch. 0 / null is fail-open (calls run). 1 stops new predictive/progressive originates, socket redial, and inbound park/offer (PSTN is left to FreePBX). Live talks are not hung. Dashboard and agent show a MAINTENANCE banner; the CRM sales-dialer page shows a "Maintenance mode" banner. Reloaded with the rest of config every 30 seconds.

Redial

Socket redial with oli_id from a joined agent. Skips wrap and queue. Skill must match (not_owned otherwise). Blocked in maintenance (error: maintenance). While the agent is outbound-blocked by missed activities, only their own missed OLIs can be redialed (error: missed_activity otherwise). ondemand: true allows redial from pause if SIP is idle (and unpauses on success). Reopens any active master row, including Received / Rejected / Disposed. Auto-dial attempts stay outgoing; inbound stays incoming; this attempt (and a decline on that predictive offer) is call_type = redial on sales_dialer_call_attempts / sales_dialer_agent_declines. Live dialer and call_connected also send that attempt call_type so the agent Type slot can show Outgoing / Incoming / Redial. status.call_type is still engine mode. A redial that ends Not Connected does not increment master call_count (pattern / Final Disposal stay based on auto-dial NC only). Payload is in the Socket guide.

Missed activities

Every bridged outgoing or redial call (customer and agent both answered) opens a row in sales_dialer_missed_activities for that agent and OLI. Incoming calls are not tracked. Settle stamps ended_at and due_at = ended_at + MISSED_ACTIVITY_GRACE_MINUTES (default 10).

A 15 second refresh collects uncleared rows past due_at. An agent with any such row is outbound blocked:

• Predictive and progressive stop offering or originating outbound to that desk (missed_activity).
• Socket redial (including on-demand) fails with error: missed_activity, unless the OLI is one of that agent's own missed leads, so they can call the customer back.
• Inbound offers are unaffected. Pause / Active work as before.

The block clears when the CRM stores a pending callback or pending disposition for the OLI. That clears every open row for the OLI, whoever submits, and the agent is re-evaluated immediately. Rows that never got a hangup (crash or lost AMI event) are closed by the stale sweep after 120 minutes when the lead is not on a call, then follow the same grace rule.

Config: MISSED_ACTIVITY_ENABLED=0 turns tracking and blocking off; MISSED_ACTIVITY_GRACE_MINUTES sets the grace window. Table from migration 042_missed_activities.sql.

Priorities

Only three rows in sales_dialer_priority: 1 Callback Schedule (is_callback = 1), 2 Fresh Assign, 3 Final Disposal (disposed_priority_id, never claimed, rejected on push). Disposed leads only come back through socket redial, a new CRM push, or a CRM pending callback. A CRM pending disposition also sets Final Disposal with disposeRemark = CRM: <reason>.

Config that actually moves the needle