One free agent. One next lead. No overdial.

End-to-end flow

The engine does not poll on a global timer. Every AMI patch, panel join/leave, or ready/pause updates that extension and may schedule a claim. Inbound on that desk blocks outbound. So does an overdue missed activity (outbound_blocked); the only outbound allowed then is a redial of the agent's own missed OLI.

1. Agent socket + AMI state (panel active, presence ready, SIP idle)
2. Wait buffer_time after the last connected call
3. Claim next skill-matched lead (Callback → Pending → Abandoned → Not Connected; NC uses Fresh Assign + call_count)
4. AMI Originate to PJSIP/{extension} into from-internal
5. Talk → Received. Miss → Not Connected. Then wrap and claim again

When an agent dials

Also required: no call already in flight, employee loaded from this module’s sales_dialer_employee roster, and at least one skill in sales_dialer_employee.skills (JSON list matched to lead form_type). Ready/pause writes sales_dialer_employee.panel_status. AMI and the dashboard only track roster extensions. After a call, the engine waits buffer_time seconds, then claims again. If no lead matches, it retries every 10 seconds.

Claim order

Two agents cannot take the same row. Claim uses FOR UPDATE SKIP LOCKED, then sets Calling and reserves the lead (isReserved = 1, reserved_at). first_attempt_at (first dial only) and last_attempt_at are stamped right before the real originate, so a claim released before dialing leaves no attempt history. call_count does not increment on claim.

Unassigned leads must match form_type to the agent’s skills and priority_id to the agent’s priority_ids allowlist (empty / null = all priorities). Master has no agent_id pin. Received, Rejected, Calling, and reserved rows are skipped by auto-claim. Socket redial can reopen a settled row (call_type = redial; Settle & retry) with skill check only — no priority gate. Claim also waits on next_retry_at (Abandoned requires a due next_retry_at; other statuses allow null) and, only when sales_dialer_config.outbound_obey_work_hours = 1, refuses originate outside work_start–work_end (including due callbacks). With the default 0, auto-dial runs whenever a ready agent matches; next_retry_at is still clamped to the window (Wrap and working hours).

Callback Request

priority_id 1 (Callback Schedule) honors callback_scheduled_at. Any idle agent with matching skill and priority allowlist may claim it when due. Full behaviour (time gate, retry) is in the Callback Request guide. How you send the fields is in the API reference.

Hangup results

Received, Rejected, and Disposed are not claimed again (unless socket redial or a new CRM push). Not Connected uses sequential retry_pattern buckets (currently [4,4,3,2,1,1,1,1,1,1,1]) until max_tries (20). Leftover tries in the current bucket carry to the next working day; finishing a bucket waits until the next work_start before the next number. retry_seconds (3600) is the same-day gap for Not Connected. Abandoned is not on that cycle — it only waits retry_seconds when next_retry_at was empty; a slot after work_end snaps to the next working morning. call_count increments only on Not Connected. Auto-dial also stops when isMaintainance = 1.

Engine config