Hold Lead Auto Dialer

Outbound hold-queue auto dialer on Asterisk.

CRM pushes leads into hold_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 hold_dialer_config. PSTN inbound stays on FreePBX.

Any idle agent No master agent pin AMI originate Outbound only

How the pieces fit

HTTP APICRM upserts leads, closes tickets, schedules callbacks. Does not originate.

Socket hubAgent ready/pause, dashboard snapshot, dialer phases.

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

AMIDevice state, originate, bridge, MOH. Shared AMI_CALLERID. No inbound park.

Roster is hold_dialer_employee for module_id = hold_dialer. Skills are unused. form_type is stored for CRM/logging only. AMI only tracks roster 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 Off. Incoming DIDs stay on FreePBX. This process does not park or offer. Guide →

Lead type

Callback Time gate on callback priorities (seeded id 2). Any idle agent may take it when due. Guide →

Shared

Settle & retry Hangup map, [2,2,2,2], Abandoned +5 min, dispose archive, wrap, pauses. Guide →

Reference

HTTP API Auth, lead push, escalated tickets, callback request, health. Guide →

Life of a lead

CRM POST /api/leads upserts by oli_id. Status is Pending, or Callback if a callback priority has a time.
Any idle ready agent claims the row: Calling, reserved. call_count does not increment here.
Progressive originates the agent channel with shared AMI_CALLERID. Predictive originates the customer Local channel, then bridges any idle agent on answer.
Hangup writes hold_dialer_call_attempts (that is where the agent is stored).
Not Connected retries on [2,2,2,2]. Abandoned retries in 5 minutes. At 8 NCs the row moves to hold_dialer_disposed.

Master has no agent_id column. Sending it on the API is a 400. Connected agent is on hold_dialer_call_attempts only. Agent SIP phones never show the customer number.

Dial status

Status	Meaning	Claimed again?
Pending	In the pool	Yes, any idle agent
Callback	Waiting on `callback_scheduled_at`	When due, any idle agent
Calling	Reserved, originate in flight	No
Received	Talked	No (unless redial)
Not Connected	No answer / busy / congestion	After `[2,2,2,2]` `next_retry_at`
Abandoned	Customer left while waiting (predictive)	After 5 minutes
Rejected	Cancel / invalid / reject cause	No
Disposed	NC cap or CRM Close	No — archived off master

Tables this process owns

Table	Role
`hold_dialer_employee`	Roster, panel pause/active. Skills unused for claim
`hold_dialer_config`	Mode, wrap, ratio, retry, hours
`hold_dialer_priority`	Queue order, callback flag (id 2)
`hold_dialer_master_data`	Working leads. No agent pin
`hold_dialer_disposed`	Final Disposal archive
`hold_dialer_call_attempts`	Every settle, with agent + hold seconds
`hold_dialer_agent_declines`	SIP deny on a live hold
`hold_dialer_agent_pauses`	Panel pause intervals

What this dialer does not do

Take PSTN inbound (handleInbound is off).
Match leads to agent skills.
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.
Leave Final Disposal rows on master.