Overview

In-house outbound and inbound dialer on Asterisk.

CRM pushes leads into 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 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, closes tickets, schedules callbacks, unholds disposed rows. 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 dialer_employee for module_id = in_house_operations. 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. Guide →

Shared

Settle & retry Hangup map, retry_pattern for NC, Abandoned retry_seconds, wrap, pauses, remarks, maintenance, redial, CRM posts. Guide →

Reference

HTTP API Auth, lead push, escalated tickets, callback request, unhold, 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 dialer_call_attempts (agent, call_type, and the master data_id at settle).
Not Connected retries on 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 or CRM POST /api/unholdDialerData.

Master has no agent_id column. Sending it on the API is a 400. Connected agent is on 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 Close	No unless redial or `unholdDialerData`

Tables this process owns

Table	Role
`dialer_employee`	Roster, skills, priority_ids, panel pause/active
`dialer_config`	Mode, wrap, ratio, retry, hours, `isMaintainance`
`dialer_priority`	Queue order, callback flags
`dialer_master_data`	Leads. No agent pin
`dialer_master_push_log`	One row per lead written by `POST /api/leads` / `/api/master`: `oli_id`, `data_id`, `priority_id`, `pushed_date`
`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`)
`dialer_agent_declines`	SIP deny on a live hold (same `call_type` values)
`dialer_agent_pauses`	Panel pause intervals
`dialer_api_call_log`	Hold / RNR / NC / remarks CRM posts
`dialer_after_hours_calls`	After-hours DID misses (announce path only)

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 or pending remarks turn on (only new originates / redials / inbound offers stop).