Add Contact Center module

.gitattributes

@@ -6,6 +6,14 @@
 **/wwwroot/**/*.js text eol=lf
 **/wwwroot/**/*.css text eol=lf
 
+# Shell scripts must keep LF endings. A CRLF checkout turns a script's shebang into `#!/bin/sh\r`, and a
+# container that copies the script then fails to start because no interpreter by that name exists.
+*.sh text eol=lf
+
+# Vendored specification cassettes are verified against the SHA-256 of the upstream file recorded in their
+# manifest. Line ending normalization would rewrite the bytes and break that check on Windows checkouts.
+tests/CrestApps.OrchardCore.Tests/Telephony/Cassettes/** -text
+
 # Ensure binary files are never treated as text.
 *.webp binary
 *.png binary

.github/contact-center/feature-lifecycle-contracts.v1.json

@@ -0,0 +1,207 @@
+{
+  "version": "1.0",
+  "scope": "inactive-idle-and-r3-active-work",
+  "activeWorkMilestone": "implemented",
+  "entries": [
+    {
+      "featureId": "CrestApps.OrchardCore.ContactCenter",
+      "component": "OutboxDispatchBackgroundTask",
+      "kind": "background-task",
+      "quiesce": "The pre-disable participant closes base Contact Center admission before Orchard mutates the descriptor; new dispatch passes return without claiming work.",
+      "drain": "Disable waits up to the configured tenant drain timeout for every admitted dispatch pass to release its lease.",
+      "reEnable": "The fresh shell reopens admission; durable messages retain their expected handler ids and resume without silent completion.",
+      "idleStatus": "verified-idle",
+      "activeWorkStatus": "implemented-r3"
+    },
+    {
+      "featureId": "CrestApps.OrchardCore.ContactCenter",
+      "component": "ContactCenterRetentionBackgroundTask",
+      "kind": "background-task",
+      "quiesce": "Orchard stops scheduling the feature-owned task after the tenant shell reloads.",
+      "drain": "Idle contract requires no retention pass to be running.",
+      "reEnable": "The fresh shell resolves exactly one new task registration.",
+      "idleStatus": "verified-idle",
+      "activeWorkStatus": "deferred-follow-up"
+    },
+    {
+      "featureId": "CrestApps.OrchardCore.ContactCenter",
+      "component": "ContactCenterMetricRollupBackgroundTask",
+      "kind": "background-task",
+      "quiesce": "Orchard stops scheduling the feature-owned task after the tenant shell reloads.",
+      "drain": "Idle contract requires no fold to be running. Contributions left unfolded are not lost: the next fold reads whatever is waiting, and a reader adds unfolded contributions to the stored totals in the meantime.",
+      "reEnable": "The fresh shell resolves exactly one new task registration.",
+      "idleStatus": "verified-idle",
+      "activeWorkStatus": "deferred-follow-up"
+    },
+    {
+      "featureId": "CrestApps.OrchardCore.ContactCenter.Availability",
+      "component": "AgentSessionCleanupBackgroundTask",
+      "kind": "background-task",
+      "quiesce": "Orchard stops scheduling the feature-owned task after the tenant shell reloads.",
+      "drain": "Idle contract requires no cleanup pass to be running.",
+      "reEnable": "The fresh shell resolves exactly one new task registration.",
+      "idleStatus": "verified-idle",
+      "activeWorkStatus": "deferred-follow-up"
+    },
+    {
+      "featureId": "CrestApps.OrchardCore.ContactCenter.Availability",
+      "component": "AgentAvailabilityRecoveryBackgroundTask",
+      "kind": "background-task",
+      "quiesce": "Orchard stops scheduling the feature-owned task after the tenant shell reloads.",
+      "drain": "Idle contract requires no availability-recovery pass to be running.",
+      "reEnable": "The fresh shell resolves exactly one new task registration.",
+      "idleStatus": "verified-idle",
+      "activeWorkStatus": "deferred-follow-up"
+    },
+    {
+      "featureId": "CrestApps.OrchardCore.ContactCenter.Routing",
+      "component": "ReservationExpiryBackgroundTask",
+      "kind": "background-task",
+      "quiesce": "The Routing lifecycle participant closes admission before descriptor mutation; new reservation-and-assignment passes return without claiming work.",
+      "drain": "Disable waits up to the configured tenant drain timeout for the admitted reservation-and-assignment pass.",
+      "reEnable": "The fresh shell reopens Routing admission and the scheduled pass resumes.",
+      "idleStatus": "verified-idle",
+      "activeWorkStatus": "implemented-r3"
+    },
+    {
+      "featureId": "CrestApps.OrchardCore.ContactCenter.Dialer",
+      "component": "CallbackDispatchBackgroundTask",
+      "kind": "background-task",
+      "quiesce": "The Dialer lifecycle participant closes admission before descriptor mutation; new callback passes return without claiming work.",
+      "drain": "Disable waits up to the configured tenant drain timeout for admitted callback work.",
+      "reEnable": "The fresh shell reopens Dialer admission and durable callbacks resume.",
+      "idleStatus": "verified-idle",
+      "activeWorkStatus": "implemented-r3"
+    },
+    {
+      "featureId": "CrestApps.OrchardCore.ContactCenter.Dialer.Automated",
+      "component": "DialerPacingBackgroundTask",
+      "kind": "background-task",
+      "quiesce": "The Automated Dialer lifecycle participant closes admission before descriptor mutation; new pacing cycles return without starting attempts.",
+      "drain": "Disable waits up to the configured tenant drain timeout for admitted pacing cycles.",
+      "reEnable": "The fresh shell reopens admission and durable campaign work resumes.",
+      "idleStatus": "verified-idle",
+      "activeWorkStatus": "implemented-r3"
+    },
+    {
+      "featureId": "CrestApps.OrchardCore.ContactCenter.Voice",
+      "component": "ProviderWebhookInboxBackgroundTask",
+      "kind": "background-task",
+      "quiesce": "The Voice lifecycle participant closes admission before descriptor mutation; new inbox passes return without claiming durable deliveries.",
+      "drain": "Disable waits for admitted inbox work to settle through its existing owner and fence.",
+      "reEnable": "Admission reopens and the next fresh-scope pass re-evaluates retained durable deliveries without blocking activation.",
+      "idleStatus": "verified-idle",
+      "activeWorkStatus": "implemented-r3"
+    },
+    {
+      "featureId": "CrestApps.OrchardCore.ContactCenter.Voice",
+      "component": "ProviderCallStateReconciliationBackgroundTask",
+      "kind": "background-task",
+      "quiesce": "The Voice lifecycle participant closes admission; new scheduled reconciliation passes return without provider or database work.",
+      "drain": "Disable waits for an admitted reconciliation pass to finish within the configured timeout.",
+      "reEnable": "Admission reopens and a normal fresh scope performs provider-truth reconciliation within the next minute.",
+      "idleStatus": "verified-idle",
+      "activeWorkStatus": "implemented-r3"
+    },
+    {
+      "featureId": "CrestApps.OrchardCore.ContactCenter.Voice",
+      "component": "ProviderCommandRecoveryBackgroundTask",
+      "kind": "background-task",
+      "quiesce": "The Voice lifecycle participant closes admission; new recovery and direct dispatch passes leave commands durable without a provider call.",
+      "drain": "Disable waits for admitted command work to settle; sent or outcome-unknown commands remain fenced for later reconciliation.",
+      "reEnable": "Admission reopens and the next fresh-scope recovery pass re-evaluates retained commands exactly once through durable ownership.",
+      "idleStatus": "verified-idle",
+      "activeWorkStatus": "implemented-r3"
+    },
+    {
+      "featureId": "CrestApps.OrchardCore.ContactCenter.Voice",
+      "component": "ContactCenterVoiceTenantEvents",
+      "kind": "lifecycle-participant",
+      "quiesce": "The pre-disable coordinator invokes the Voice participant and atomically rejects new tenant-shell Voice work before the feature descriptor changes.",
+      "drain": "The participant waits for admitted Voice work up to the validated tenant timeout and fails feature disable closed on timeout.",
+      "reEnable": "A fresh shell reopens admission and schedules provider-truth reconciliation in a normal scope.",
+      "idleStatus": "verified-idle",
+      "activeWorkStatus": "implemented-r3"
+    },
+    {
+      "featureId": "CrestApps.OrchardCore.ContactCenter.RealTime",
+      "component": "ContactCenterHub",
+      "kind": "signalr-hub",
+      "quiesce": "Real-Time admission closes and the tenant-local registry aborts every active Contact Center hub connection before descriptor mutation.",
+      "drain": "Each connection holds a lease until disconnect cleanup unregisters it; disable waits up to the configured timeout.",
+      "reEnable": "The fresh shell reopens registration and admission before new hub connections are accepted.",
+      "idleStatus": "verified-idle",
+      "activeWorkStatus": "implemented-r3"
+    },
+    {
+      "featureId": "CrestApps.OrchardCore.Telephony",
+      "component": "TelephonyInteractionReconciliationBackgroundTask",
+      "kind": "background-task",
+      "quiesce": "Orchard stops scheduling the feature-owned task after the tenant shell reloads.",
+      "drain": "Idle contract requires no reconciliation pass to be running.",
+      "reEnable": "The fresh shell resolves one task and runs tenant activation reconciliation.",
+      "idleStatus": "verified-idle",
+      "activeWorkStatus": "deferred-follow-up"
+    },
+    {
+      "featureId": "CrestApps.OrchardCore.Telephony",
+      "component": "TelephonyHub",
+      "kind": "signalr-hub",
+      "quiesce": "The feature-owned hub route is absent after the tenant pipeline reloads.",
+      "drain": "Idle contract requires zero connected soft-phone clients.",
+      "reEnable": "The fresh shell maps one hub route and creates new connection state.",
+      "idleStatus": "verified-idle",
+      "activeWorkStatus": "deferred-follow-up"
+    },
+    {
+      "featureId": "CrestApps.OrchardCore.Omnichannel.Activities",
+      "component": "AutomatedActivitiesProcessorBackgroundTask",
+      "kind": "background-task",
+      "quiesce": "Orchard stops scheduling the feature-owned task after the tenant shell reloads.",
+      "drain": "Idle contract requires no automated-activity batch to be running.",
+      "reEnable": "The fresh shell resolves exactly one new task registration.",
+      "idleStatus": "verified-idle",
+      "activeWorkStatus": "deferred-follow-up"
+    },
+    {
+      "featureId": "CrestApps.OrchardCore.Asterisk",
+      "component": "AsteriskRealtimeVoiceListener",
+      "kind": "provider-listener",
+      "quiesce": "Tenant termination cancels the listener and awaits its run task.",
+      "drain": "Idle listener shutdown completes after cancellation with no provider event in flight.",
+      "reEnable": "Tenant activation starts one fresh listener guarded against duplicate starts.",
+      "idleStatus": "verified-idle",
+      "activeWorkStatus": "deferred-follow-up"
+    },
+    {
+      "featureId": "CrestApps.OrchardCore.Asterisk.ContactCenterVoice",
+      "component": "AsteriskContactCenterVoiceProvider",
+      "kind": "provider-adapter",
+      "quiesce": "The provider feature closes admission before descriptor mutation; every adapter operation rejects new execution after quiesce.",
+      "drain": "Disable waits for admitted adapter calls to release their provider-feature leases.",
+      "reEnable": "The fresh shell reopens admission and the resolver creates scoped adapters normally.",
+      "idleStatus": "verified-idle",
+      "activeWorkStatus": "implemented-r3"
+    },
+    {
+      "featureId": "CrestApps.OrchardCore.Asterisk.ContactCenterMedia",
+      "component": "AsteriskContactCenterVoiceMediaProvider",
+      "kind": "provider-media",
+      "quiesce": "The media feature closes admission before descriptor mutation; new media-session creation is rejected.",
+      "drain": "Each open media session retains a media-feature lease through StopAsync or disposal, and disable waits for cleanup.",
+      "reEnable": "The fresh shell reopens admission and new scoped media providers can create sessions.",
+      "idleStatus": "verified-idle",
+      "activeWorkStatus": "implemented-r3"
+    },
+    {
+      "featureId": "CrestApps.OrchardCore.DialPad.ContactCenterVoice",
+      "component": "DialPadContactCenterVoiceProvider",
+      "kind": "provider-adapter",
+      "quiesce": "The provider feature closes admission before descriptor mutation; every adapter operation rejects new execution after quiesce.",
+      "drain": "Disable waits for admitted adapter calls to release their provider-feature leases.",
+      "reEnable": "The fresh shell reopens admission and the resolver creates scoped adapters normally.",
+      "idleStatus": "verified-idle",
+      "activeWorkStatus": "implemented-r3"
+    }
+  ]
+}

.github/contact-center/support-matrix.v1.json

@@ -0,0 +1,150 @@
+{
+  "version": "1.0",
+  "releaseStatus": "blocked-until-r0-r8-pass",
+  "capacityTier": {
+    "id": "tier-1",
+    "maxTenantsPerDeployment": 5,
+    "maxConcurrentSignedInAgentsPerTenant": 100,
+    "maxConcurrentVoiceInteractionsPerTenant": 50,
+    "maxNewInteractionsPerSecondPerTenant": 10,
+    "maxConcurrentSignedInAgentsPerDeployment": 250,
+    "maxConcurrentVoiceInteractionsPerDeployment": 100
+  },
+  "databases": [
+    {
+      "id": "postgresql-16",
+      "versions": [
+        "16.x"
+      ],
+      "production": true
+    },
+    {
+      "id": "sqlite",
+      "versions": [
+        "3.x"
+      ],
+      "production": false
+    }
+  ],
+  "topologies": [
+    {
+      "id": "single-node-distributed",
+      "production": true,
+      "minimumApplicationNodes": 1,
+      "maximumApplicationNodes": 1,
+      "redisBackplaneRequired": true,
+      "redisDistributedLockRequired": true,
+      "sharedRelationalDatabaseRequired": true
+    },
+    {
+      "id": "single-region-multi-node",
+      "production": false,
+      "minimumApplicationNodes": 2,
+      "maximumApplicationNodes": 4,
+      "redisBackplaneRequired": true,
+      "redisDistributedLockRequired": true,
+      "sharedRelationalDatabaseRequired": true
+    },
+    {
+      "id": "single-node-development",
+      "production": false,
+      "minimumApplicationNodes": 1,
+      "maximumApplicationNodes": 1,
+      "redisBackplaneRequired": false,
+      "redisDistributedLockRequired": false,
+      "sharedRelationalDatabaseRequired": false
+    }
+  ],
+  "providerProfiles": [
+    {
+      "id": "asterisk-ga-core",
+      "provider": "asterisk",
+      "allowedCapabilities": [
+        "inbound-voice",
+        "manual-dial",
+        "preview-dial"
+      ],
+      "prohibitedCapabilities": [
+        "automated-dial",
+        "predictive-dial",
+        "recording",
+        "monitor",
+        "whisper",
+        "barge",
+        "bidirectional-media"
+      ]
+    },
+    {
+      "id": "dialpad-ga-core",
+      "provider": "dialpad",
+      "allowedCapabilities": [
+        "inbound-voice",
+        "manual-dial",
+        "preview-dial",
+        "call-transfer"
+      ],
+      "prohibitedCapabilities": [
+        "automated-dial",
+        "predictive-dial",
+        "recording",
+        "monitor",
+        "whisper",
+        "barge",
+        "bidirectional-media"
+      ]
+    }
+  ],
+  "tenantProfiles": [
+    {
+      "id": "ga-core-asterisk",
+      "providerProfile": "asterisk-ga-core",
+      "database": "postgresql-16",
+      "topology": "single-node-distributed",
+      "features": [
+        "CrestApps.OrchardCore.ContactCenter",
+        "CrestApps.OrchardCore.ContactCenter.Availability",
+        "CrestApps.OrchardCore.ContactCenter.Queues",
+        "CrestApps.OrchardCore.ContactCenter.Routing",
+        "CrestApps.OrchardCore.ContactCenter.Voice",
+        "CrestApps.OrchardCore.ContactCenter.Voice.SoftPhone",
+        "CrestApps.OrchardCore.ContactCenter.AgentDesktop",
+        "CrestApps.OrchardCore.ContactCenter.RealTime",
+        "CrestApps.OrchardCore.ContactCenter.Dialer",
+        "CrestApps.OrchardCore.Asterisk",
+        "CrestApps.OrchardCore.Asterisk.ContactCenterVoice"
+      ]
+    },
+    {
+      "id": "ga-core-dialpad",
+      "providerProfile": "dialpad-ga-core",
+      "database": "postgresql-16",
+      "topology": "single-node-distributed",
+      "features": [
+        "CrestApps.OrchardCore.ContactCenter",
+        "CrestApps.OrchardCore.ContactCenter.Availability",
+        "CrestApps.OrchardCore.ContactCenter.Queues",
+        "CrestApps.OrchardCore.ContactCenter.Routing",
+        "CrestApps.OrchardCore.ContactCenter.Voice",
+        "CrestApps.OrchardCore.ContactCenter.Voice.SoftPhone",
+        "CrestApps.OrchardCore.ContactCenter.AgentDesktop",
+        "CrestApps.OrchardCore.ContactCenter.RealTime",
+        "CrestApps.OrchardCore.ContactCenter.Dialer",
+        "CrestApps.OrchardCore.DialPad",
+        "CrestApps.OrchardCore.DialPad.ContactCenterVoice"
+      ]
+    }
+  ],
+  "prohibitedCombinations": [
+    "production with SQLite",
+    "production with a single application node without Redis distributed locking and a Redis SignalR backplane",
+    "production with more than one application node",
+    "multi-node without a Redis SignalR backplane",
+    "multi-node without OrchardCore.Redis.Lock distributed locking",
+    "multi-region active-active",
+    "more than one voice provider profile in one tenant",
+    "Power, Progressive, or Predictive dialing",
+    "recording, monitor, whisper, barge, or bidirectional media",
+    "Elasticsearch in routing, assignment, provider ingest, or another correctness path",
+    "unlisted feature, provider, database, or topology combinations"
+  ]
+}

.github/copilot-instructions.md

@@ -10,6 +10,17 @@ CrestApps.OrchardCore is a collection of open-source modules for **Orchard Core
 **Target Framework**: .NET 10.0 (net10.0)  
 **Architecture**: Modular, multi-tenant application framework
 
+## Contact Center module (active, multi-phase project)
+
+The **Contact Center** module set is a large, multi-phase orchestration layer built between the CRM (Omnichannel) and Telephony modules. The planning scaffolding (the multi-phase plan documents and their release-tracking ledgers) has been retired now that the work has landed; the short retained record of what shipped and what remains as an operator step is [`.github/contact-center/PRODUCTION-READINESS.md`](contact-center/PRODUCTION-READINESS.md). Consult it for the shipped scope, the MVP boundary, and any outstanding deployment-acceptance steps before doing Contact Center work (anything under `src/**/CrestApps.OrchardCore.ContactCenter*`).
+
+Key rules for this module set:
+
+- Respect the layer boundary: **CRM (Omnichannel) owns business work data, Contact Center owns orchestration, Telephony owns media execution.** `OmnichannelActivity` remains the universal work item; `Interaction` is communication history for one attempt and never owns workflow or disposition.
+- **Never** write competitor product names in code, comments, identifiers, or public docs. Adopt only generic, industry-standard terminology.
+- Group related capabilities into separate, feature-gated Orchard modules/features, the way commercial platforms separate licensed capabilities.
+- The runtime/architecture-contract ledgers under `.github/contact-center/` (`support-matrix.v1.json`, `feature-dependency-violations.v1.json`, `feature-lifecycle-contracts.v1.json`) are consumed by ordinary tests and must stay in sync with the code they describe.
+
 ## Working Effectively
 
 ### Prerequisites and Environment Setup
@@ -136,6 +147,7 @@ dotnet run
 #### Documentation
 
 * Keep public docs and comments accurate and aligned with the code.
+* In Markdown docs, do not manually hard-wrap prose at a fixed column. Keep each paragraph or list item on a single line and let the editor/viewer wrap it visually.
 * Always document:
 
   * Every public method (including constructors) with XML `<summary>` and `<param>` tags.