diff --git a/.changeset/phone-integration-active-call.md b/.changeset/phone-integration-active-call.md
new file mode 100644
index 00000000..67a19968
--- /dev/null
+++ b/.changeset/phone-integration-active-call.md
@@ -0,0 +1,6 @@
+---
+"@epilot/phone-integration-client": minor
+"@epilot/sdk": minor
+---
+
+Phone Integration: the active call of the signed-in user — `getActiveCall` (is the user on a call, and the phone system's `conversation_id` that ties journey submissions, tickets and the `call` entity together), `reportActiveCall` and `clearActiveCall` (the epilot 360 phone reports the call it holds).
diff --git a/clients/phone-integration-client/src/client.test.ts b/clients/phone-integration-client/src/client.test.ts
index 32133d22..5c14b22b 100644
--- a/clients/phone-integration-client/src/client.test.ts
+++ b/clients/phone-integration-client/src/client.test.ts
@@ -9,6 +9,9 @@ describe('Phone Integration client', () => {
     expect(client.defaults.baseURL).toBe('https://phone-integration-api.sls.epilot.io');
     expect(client.api.getOperations().map((operation) => operation.operationId)).toEqual([
       'batchSearchCustomers',
+      'getActiveCall',
+      'reportActiveCall',
+      'clearActiveCall',
       'getManagerStatus',
       'listPhoneAgents',
       'assignPhoneAgent',
@@ -84,6 +87,53 @@ describe('Phone Integration client', () => {
     expect(response.data).toEqual(result);
   });
 
+  it('reads, reports and clears the active call on one path', async () => {
+    const client = createClient();
+    const onCall: Components.Schemas.ActiveCall = {
+      on_call: true,
+      conversation_id: '01KW704DAM1PM5SDGKFDY9BNK0',
+      started_at: '2026-11-10T10:00:00.000Z',
+      source: 'softphone',
+      expires_at: '2026-11-10T10:02:00.000Z',
+    };
+    const requests: Array<{ method?: string; url?: string; params?: unknown; data?: unknown }> = [];
+    client.defaults.adapter = async (config) => {
+      requests.push({ method: config.method, url: config.url, params: config.params, data: config.data });
+      return config.method === 'delete'
+        ? { config, data: '', status: 204, statusText: 'No Content', headers: {} }
+        : { config, data: onCall, status: 200, statusText: 'OK', headers: {} };
+    };
+
+    const reported = await client.reportActiveCall(null, {
+      conversation_id: '01KW704DAM1PM5SDGKFDY9BNK0',
+      started_at: '2026-11-10T10:00:00.000Z',
+    });
+    const read = await client.getActiveCall();
+    const cleared = await client.clearActiveCall({ conversation_id: '01KW704DAM1PM5SDGKFDY9BNK0' });
+
+    expect(reported.data).toEqual(onCall);
+    expect(read.data.conversation_id).toBe('01KW704DAM1PM5SDGKFDY9BNK0');
+    expect(cleared.status).toBe(204);
+    expect(requests).toEqual([
+      {
+        method: 'put',
+        url: '/v1/calls/active',
+        params: {},
+        data: JSON.stringify({
+          conversation_id: '01KW704DAM1PM5SDGKFDY9BNK0',
+          started_at: '2026-11-10T10:00:00.000Z',
+        }),
+      },
+      { method: 'get', url: '/v1/calls/active', params: {}, data: undefined },
+      {
+        method: 'delete',
+        url: '/v1/calls/active',
+        params: { conversation_id: '01KW704DAM1PM5SDGKFDY9BNK0' },
+        data: undefined,
+      },
+    ]);
+  });
+
   it('caches getClient and keeps fresh client credentials isolated', () => {
     const singleton = getClient();
     singleton.defaults.headers.common.Authorization = 'Bearer singleton-token';
diff --git a/clients/phone-integration-client/src/openapi-runtime.json b/clients/phone-integration-client/src/openapi-runtime.json
index a969a2bb..7a284bae 100644
--- a/clients/phone-integration-client/src/openapi-runtime.json
+++ b/clients/phone-integration-client/src/openapi-runtime.json
@@ -58,6 +58,33 @@
         "responses": {}
       }
     },
+    "/v1/calls/active": {
+      "get": {
+        "operationId": "getActiveCall",
+        "responses": {}
+      },
+      "put": {
+        "operationId": "reportActiveCall",
+        "requestBody": {
+          "required": true,
+          "content": {
+            "application/json": {}
+          }
+        },
+        "responses": {}
+      },
+      "delete": {
+        "operationId": "clearActiveCall",
+        "parameters": [
+          {
+            "name": "conversation_id",
+            "in": "query",
+            "required": false
+          }
+        ],
+        "responses": {}
+      }
+    },
     "/v1/manager/status": {
       "get": {
         "operationId": "getManagerStatus",
@@ -395,7 +422,7 @@
           "name": "tag",
           "in": "path",
           "required": true,
-          "description": "The skill, URL-encoded (e.g. `language%3Agerman`)"
+          "description": "The skill, URL-encoded (e.g. `language%3Agerman`), in any letter case (see `Skill`)"
         }
       ],
       "delete": {
@@ -415,7 +442,7 @@
           "name": "tag",
           "in": "path",
           "required": true,
-          "description": "The skill, URL-encoded (e.g. `language%3Agerman`)"
+          "description": "The skill, URL-encoded (e.g. `language%3Agerman`), in any letter case (see `Skill`)"
         }
       ],
       "put": {
diff --git a/clients/phone-integration-client/src/openapi.d.ts b/clients/phone-integration-client/src/openapi.d.ts
index 877a0cda..69d3ed3c 100644
--- a/clients/phone-integration-client/src/openapi.d.ts
+++ b/clients/phone-integration-client/src/openapi.d.ts
@@ -15,6 +15,53 @@ declare namespace Components {
         export type Unauthorized = Schemas.ErrorResponse;
     }
     namespace Schemas {
+        /**
+         * The phone call a user is on right now.
+         */
+        export interface ActiveCall {
+            /**
+             * Whether the user is on an answered call. The other fields are present only when true.
+             */
+            on_call: boolean;
+            /**
+             * The phone system's conversation id: the same on every leg of a transferred or conferenced
+             * call, and the `external_id` of the `call` entity created after the call.
+             *
+             * example:
+             * 01KW704DAM1PM5SDGKFDY9BNK0
+             */
+            conversation_id?: string;
+            /**
+             * When the user's part of the call started
+             */
+            started_at?: string; // date-time
+            /**
+             * `softphone`: reported by the epilot 360 phone. `provider`: read from the phone system's
+             * live state because no current report exists.
+             *
+             */
+            source?: "softphone" | "provider";
+            /**
+             * Until when the report is valid unless renewed (`softphone` only)
+             */
+            expires_at?: string; // date-time
+        }
+        export interface ActiveCallReport {
+            /**
+             * The phone system's conversation id of the call (not the id of the user's own leg)
+             * example:
+             * 01KW704DAM1PM5SDGKFDY9BNK0
+             */
+            conversation_id: string;
+            /**
+             * When the user's part of the call started, as an ISO 8601 time. Without one (or with a
+             * time that is not one, or lies in the future) it is the first report of the conversation.
+             *
+             * example:
+             * 2026-11-10T10:00:00.000Z
+             */
+            started_at?: string;
+        }
         export interface AgentActivity {
             provider_agent_id: string;
             from: string; // date-time
@@ -128,6 +175,9 @@ declare namespace Components {
              * A skill as the phone system holds it (Babelforce: an agent tag). epilot's convention for skills is
              * `<skill category>:<label>` (e.g. `language:german`), which the control center shows as
              * "Category · Label"; a skill without a colon has no category.
+             * Skills are case-insensitive and stored lowercased, in epilot's catalogue as in the phone system
+             * (Babelforce lowercases the tags it stores): a skill sent in any letter case (`Language:German`,
+             * in a body or a path) is the skill `language:german`, and every answer lists skills lowercased.
              *
              */
             Skill /* ^\S(.*\S)?$ */[];
@@ -161,6 +211,9 @@ declare namespace Components {
              * A skill as the phone system holds it (Babelforce: an agent tag). epilot's convention for skills is
              * `<skill category>:<label>` (e.g. `language:german`), which the control center shows as
              * "Category · Label"; a skill without a colon has no category.
+             * Skills are case-insensitive and stored lowercased, in epilot's catalogue as in the phone system
+             * (Babelforce lowercases the tags it stores): a skill sent in any letter case (`Language:German`,
+             * in a body or a path) is the skill `language:german`, and every answer lists skills lowercased.
              *
              */
             Skill /* ^\S(.*\S)?$ */[];
@@ -245,7 +298,7 @@ declare namespace Components {
         }
         export interface CreateSkillRequest {
             /**
-             * The skill; trimmed, then 1 to 100 characters
+             * The skill; trimmed, then 1 to 100 characters, stored lowercased (see `Skill`)
              */
             tag: string;
         }
@@ -360,6 +413,9 @@ declare namespace Components {
              * A skill as the phone system holds it (Babelforce: an agent tag). epilot's convention for skills is
              * `<skill category>:<label>` (e.g. `language:german`), which the control center shows as
              * "Category · Label"; a skill without a colon has no category.
+             * Skills are case-insensitive and stored lowercased, in epilot's catalogue as in the phone system
+             * (Babelforce lowercases the tags it stores): a skill sent in any letter case (`Language:German`,
+             * in a body or a path) is the skill `language:german`, and every answer lists skills lowercased.
              *
              */
             Skill /* ^\S(.*\S)?$ */[];
@@ -423,6 +479,9 @@ declare namespace Components {
              * A skill as the phone system holds it (Babelforce: an agent tag). epilot's convention for skills is
              * `<skill category>:<label>` (e.g. `language:german`), which the control center shows as
              * "Category · Label"; a skill without a colon has no category.
+             * Skills are case-insensitive and stored lowercased, in epilot's catalogue as in the phone system
+             * (Babelforce lowercases the tags it stores): a skill sent in any letter case (`Language:German`,
+             * in a body or a path) is the skill `language:german`, and every answer lists skills lowercased.
              *
              */
             Skill /* ^\S(.*\S)?$ */[];
@@ -933,6 +992,9 @@ declare namespace Components {
              * A skill as the phone system holds it (Babelforce: an agent tag). epilot's convention for skills is
              * `<skill category>:<label>` (e.g. `language:german`), which the control center shows as
              * "Category · Label"; a skill without a colon has no category.
+             * Skills are case-insensitive and stored lowercased, in epilot's catalogue as in the phone system
+             * (Babelforce lowercases the tags it stores): a skill sent in any letter case (`Language:German`,
+             * in a body or a path) is the skill `language:german`, and every answer lists skills lowercased.
              *
              */
             Skill /* ^\S(.*\S)?$ */[];
@@ -1010,6 +1072,9 @@ declare namespace Components {
          * A skill as the phone system holds it (Babelforce: an agent tag). epilot's convention for skills is
          * `<skill category>:<label>` (e.g. `language:german`), which the control center shows as
          * "Category · Label"; a skill without a colon has no category.
+         * Skills are case-insensitive and stored lowercased, in epilot's catalogue as in the phone system
+         * (Babelforce lowercases the tags it stores): a skill sent in any letter case (`Language:German`,
+         * in a body or a path) is the skill `language:german`, and every answer lists skills lowercased.
          *
          */
         export type Skill = string; // ^\S(.*\S)?$
@@ -1018,7 +1083,7 @@ declare namespace Components {
         }
         export interface SkillCatalogueEntry {
             /**
-             * The skill as the phone system stores it (see `Skill`)
+             * The skill as the phone system stores it, lowercased (see `Skill`)
              */
             tag: string;
             /**
@@ -1116,6 +1181,21 @@ declare namespace Paths {
             export type $403 = Components.Schemas.ErrorResponse;
         }
     }
+    namespace ClearActiveCall {
+        namespace Parameters {
+            export type ConversationId = string;
+        }
+        export interface QueryParameters {
+            conversation_id?: Parameters.ConversationId;
+        }
+        namespace Responses {
+            export interface $204 {
+            }
+            export type $400 = Components.Responses.BadRequest;
+            export type $401 = Components.Responses.Unauthorized;
+            export type $403 = Components.Responses.Forbidden;
+        }
+    }
     namespace CreateSkill {
         export type RequestBody = Components.Schemas.CreateSkillRequest;
         namespace Responses {
@@ -1137,6 +1217,12 @@ declare namespace Paths {
             export type $502 = Components.Responses.BadGateway;
         }
     }
+    namespace GetActiveCall {
+        namespace Responses {
+            export type $200 = /* The phone call a user is on right now. */ Components.Schemas.ActiveCall;
+            export type $401 = Components.Responses.Unauthorized;
+        }
+    }
     namespace GetAgentActivity {
         namespace Parameters {
             export type From = string; // date-time
@@ -1411,6 +1497,15 @@ declare namespace Paths {
             export type $502 = Components.Responses.BadGateway;
         }
     }
+    namespace ReportActiveCall {
+        export type RequestBody = Components.Schemas.ActiveCallReport;
+        namespace Responses {
+            export type $200 = /* The phone call a user is on right now. */ Components.Schemas.ActiveCall;
+            export type $400 = Components.Responses.BadRequest;
+            export type $401 = Components.Responses.Unauthorized;
+            export type $403 = Components.Responses.Forbidden;
+        }
+    }
     namespace RequestMissedCallCallback {
         export type RequestBody = Components.Schemas.MissedCallCallbackRequest;
         namespace Responses {
@@ -1623,6 +1718,56 @@ export interface OperationMethods {
     data?: any,
     config?: AxiosRequestConfig  
   ): OperationResponse<Paths.BatchSearchCustomers.Responses.$200>
+  /**
+   * getActiveCall - getActiveCall
+   * 
+   * Whether the signed-in user is on a phone call right now, and which conversation it is. The
+   * answer is about the caller only (the user of the bearer token).
+   * 
+   * The epilot 360 phone reports the call while it lasts (reportActiveCall); without a current
+   * report the phone system's live state is asked instead, so a call taken outside the epilot 360
+   * phone is still found. `conversation_id` is the phone system's conversation id: every leg of a
+   * transferred or conferenced call has the same one, and it is the `external_id` of the `call`
+   * entity created after the call (ingestCallArtifacts).
+   * 
+   * To relate what an agent does during a call to that call, put the id into the record as
+   * `phone_conversation_id`: the epilot 360 sidebar passes it in the context of a journey opened
+   * during a call, so the submission holds `journey_context.phone_conversation_id`.
+   * 
+   */
+  'getActiveCall'(
+    parameters?: Parameters<UnknownParamsObject> | null,
+    data?: any,
+    config?: AxiosRequestConfig  
+  ): OperationResponse<Paths.GetActiveCall.Responses.$200>
+  /**
+   * reportActiveCall - reportActiveCall
+   * 
+   * Reports the call the signed-in user is on. Sent by the epilot 360 phone when a call is
+   * answered and again every 30 seconds while it lasts: a report is valid for 2 minutes
+   * (`expires_at`), so a phone that disappears mid-call does not leave the user on a call.
+   * One call per user: a report for another conversation replaces the previous one.
+   * Requires `phone:use`.
+   * 
+   */
+  'reportActiveCall'(
+    parameters?: Parameters<UnknownParamsObject> | null,
+    data?: Paths.ReportActiveCall.RequestBody,
+    config?: AxiosRequestConfig  
+  ): OperationResponse<Paths.ReportActiveCall.Responses.$200>
+  /**
+   * clearActiveCall - clearActiveCall
+   * 
+   * Clears the signed-in user's reported call, when their part of it ended (hung up, or handed
+   * over to another agent). With `conversation_id`, only a report of that conversation is
+   * cleared, so a late "call ended" never clears the next call. Idempotent.
+   * 
+   */
+  'clearActiveCall'(
+    parameters?: Parameters<Paths.ClearActiveCall.QueryParameters> | null,
+    data?: any,
+    config?: AxiosRequestConfig  
+  ): OperationResponse<Paths.ClearActiveCall.Responses.$204>
   /**
    * getManagerStatus - getManagerStatus
    * 
@@ -1708,9 +1853,9 @@ export interface OperationMethods {
    * setAgentRouting - setAgentRouting
    * 
    * Sets an agent's skills and direct queue membership (full sets, not deltas), in this order:
-   * 1. Skills: the agent's skills in the phone system are replaced by `skills`, so the phone system
-   *    routes on them right away. The phone system is the source of truth for phone skills; they are
-   *    independent of the skills in epilot's Access Management.
+   * 1. Skills: the agent's skills in the phone system are replaced by `skills` (lowercased, see
+   *    `Skill`), so the phone system routes on them right away. The phone system is the source of
+   *    truth for phone skills; they are independent of the skills in epilot's Access Management.
    * 2. Direct queue membership: each listed queue the agent is not yet named in gets the agent in its
    *    epilot-managed routing step (created on first use, lowest precedence). Every other queue drops
    *    the agent's direct entries from its epilot-managed step and, with `include_own_steps`, from
@@ -1960,8 +2105,9 @@ export interface OperationMethods {
    * 
    * The organization's skill catalogue: the skills epilot keeps for it (created in the control
    * center, `source: epilot`) together with every skill the phone system already uses on an agent or
-   * in a queue's routing step (`source: provider`), each once, sorted by skill. The phone system has
-   * no skill list of its own, so a skill nobody has yet exists only here. Requires `phone:manage`.
+   * in a queue's routing step (`source: provider`), each once, lowercased (see `Skill`), sorted by
+   * skill. The phone system has no skill list of its own, so a skill nobody has yet exists only here.
+   * Requires `phone:manage`.
    * 
    */
   'listSkills'(
@@ -1973,8 +2119,10 @@ export interface OperationMethods {
    * createSkill - createSkill
    * 
    * Adds a skill to the organization's catalogue (epilot only: nothing is written to the phone
-   * system until an agent gets the skill or a queue accepts it). The skill is trimmed and must then
-   * be 1 to 100 characters. Requires `phone:manage`.
+   * system until an agent gets the skill or a queue accepts it). The skill is trimmed, must then be
+   * 1 to 100 characters, and is stored lowercased (see `Skill`): `Mixed Case` creates and answers
+   * `mixed case`, and is `skill_exists` when `mixed case` exists in any letter case. Requires
+   * `phone:manage`.
    * 
    */
   'createSkill'(
@@ -1985,7 +2133,7 @@ export interface OperationMethods {
   /**
    * deleteSkill - deleteSkill
    * 
-   * Deletes a skill everywhere: it is taken from every agent that has it and from every routing step
+   * Deletes a skill everywhere (in any letter case, see `Skill`): it is taken from every agent that has it and from every routing step
    * of every queue that accepts it in the phone system, then removed from the catalogue.
    * Idempotent: a skill nobody has answers zero counts. On a phone-system failure the answer is 502
    * and its message says how many agents and queues were already updated; deleting again completes
@@ -2098,6 +2246,58 @@ export interface PathsDictionary {
       config?: AxiosRequestConfig  
     ): OperationResponse<Paths.BatchSearchCustomers.Responses.$200>
   }
+  ['/v1/calls/active']: {
+    /**
+     * getActiveCall - getActiveCall
+     * 
+     * Whether the signed-in user is on a phone call right now, and which conversation it is. The
+     * answer is about the caller only (the user of the bearer token).
+     * 
+     * The epilot 360 phone reports the call while it lasts (reportActiveCall); without a current
+     * report the phone system's live state is asked instead, so a call taken outside the epilot 360
+     * phone is still found. `conversation_id` is the phone system's conversation id: every leg of a
+     * transferred or conferenced call has the same one, and it is the `external_id` of the `call`
+     * entity created after the call (ingestCallArtifacts).
+     * 
+     * To relate what an agent does during a call to that call, put the id into the record as
+     * `phone_conversation_id`: the epilot 360 sidebar passes it in the context of a journey opened
+     * during a call, so the submission holds `journey_context.phone_conversation_id`.
+     * 
+     */
+    'get'(
+      parameters?: Parameters<UnknownParamsObject> | null,
+      data?: any,
+      config?: AxiosRequestConfig  
+    ): OperationResponse<Paths.GetActiveCall.Responses.$200>
+    /**
+     * reportActiveCall - reportActiveCall
+     * 
+     * Reports the call the signed-in user is on. Sent by the epilot 360 phone when a call is
+     * answered and again every 30 seconds while it lasts: a report is valid for 2 minutes
+     * (`expires_at`), so a phone that disappears mid-call does not leave the user on a call.
+     * One call per user: a report for another conversation replaces the previous one.
+     * Requires `phone:use`.
+     * 
+     */
+    'put'(
+      parameters?: Parameters<UnknownParamsObject> | null,
+      data?: Paths.ReportActiveCall.RequestBody,
+      config?: AxiosRequestConfig  
+    ): OperationResponse<Paths.ReportActiveCall.Responses.$200>
+    /**
+     * clearActiveCall - clearActiveCall
+     * 
+     * Clears the signed-in user's reported call, when their part of it ended (hung up, or handed
+     * over to another agent). With `conversation_id`, only a report of that conversation is
+     * cleared, so a late "call ended" never clears the next call. Idempotent.
+     * 
+     */
+    'delete'(
+      parameters?: Parameters<Paths.ClearActiveCall.QueryParameters> | null,
+      data?: any,
+      config?: AxiosRequestConfig  
+    ): OperationResponse<Paths.ClearActiveCall.Responses.$204>
+  }
   ['/v1/manager/status']: {
     /**
      * getManagerStatus - getManagerStatus
@@ -2194,9 +2394,9 @@ export interface PathsDictionary {
      * setAgentRouting - setAgentRouting
      * 
      * Sets an agent's skills and direct queue membership (full sets, not deltas), in this order:
-     * 1. Skills: the agent's skills in the phone system are replaced by `skills`, so the phone system
-     *    routes on them right away. The phone system is the source of truth for phone skills; they are
-     *    independent of the skills in epilot's Access Management.
+     * 1. Skills: the agent's skills in the phone system are replaced by `skills` (lowercased, see
+     *    `Skill`), so the phone system routes on them right away. The phone system is the source of
+     *    truth for phone skills; they are independent of the skills in epilot's Access Management.
      * 2. Direct queue membership: each listed queue the agent is not yet named in gets the agent in its
      *    epilot-managed routing step (created on first use, lowest precedence). Every other queue drops
      *    the agent's direct entries from its epilot-managed step and, with `include_own_steps`, from
@@ -2476,8 +2676,9 @@ export interface PathsDictionary {
      * 
      * The organization's skill catalogue: the skills epilot keeps for it (created in the control
      * center, `source: epilot`) together with every skill the phone system already uses on an agent or
-     * in a queue's routing step (`source: provider`), each once, sorted by skill. The phone system has
-     * no skill list of its own, so a skill nobody has yet exists only here. Requires `phone:manage`.
+     * in a queue's routing step (`source: provider`), each once, lowercased (see `Skill`), sorted by
+     * skill. The phone system has no skill list of its own, so a skill nobody has yet exists only here.
+     * Requires `phone:manage`.
      * 
      */
     'get'(
@@ -2489,8 +2690,10 @@ export interface PathsDictionary {
      * createSkill - createSkill
      * 
      * Adds a skill to the organization's catalogue (epilot only: nothing is written to the phone
-     * system until an agent gets the skill or a queue accepts it). The skill is trimmed and must then
-     * be 1 to 100 characters. Requires `phone:manage`.
+     * system until an agent gets the skill or a queue accepts it). The skill is trimmed, must then be
+     * 1 to 100 characters, and is stored lowercased (see `Skill`): `Mixed Case` creates and answers
+     * `mixed case`, and is `skill_exists` when `mixed case` exists in any letter case. Requires
+     * `phone:manage`.
      * 
      */
     'post'(
@@ -2503,7 +2706,7 @@ export interface PathsDictionary {
     /**
      * deleteSkill - deleteSkill
      * 
-     * Deletes a skill everywhere: it is taken from every agent that has it and from every routing step
+     * Deletes a skill everywhere (in any letter case, see `Skill`): it is taken from every agent that has it and from every routing step
      * of every queue that accepts it in the phone system, then removed from the catalogue.
      * Idempotent: a skill nobody has answers zero counts. On a phone-system failure the answer is 502
      * and its message says how many agents and queues were already updated; deleting again completes
@@ -2597,6 +2800,8 @@ export interface PathsDictionary {
 export type Client = OpenAPIClient<OperationMethods, PathsDictionary>
 
 
+export type ActiveCall = Components.Schemas.ActiveCall;
+export type ActiveCallReport = Components.Schemas.ActiveCallReport;
 export type AgentActivity = Components.Schemas.AgentActivity;
 export type AgentActivityEvent = Components.Schemas.AgentActivityEvent;
 export type AgentPerformance = Components.Schemas.AgentPerformance;
diff --git a/clients/phone-integration-client/src/openapi.json b/clients/phone-integration-client/src/openapi.json
index 561faf78..154aa549 100644
--- a/clients/phone-integration-client/src/openapi.json
+++ b/clients/phone-integration-client/src/openapi.json
@@ -192,6 +192,123 @@
         }
       }
     },
+    "/v1/calls/active": {
+      "get": {
+        "operationId": "getActiveCall",
+        "summary": "getActiveCall",
+        "description": "Whether the signed-in user is on a phone call right now, and which conversation it is. The\nanswer is about the caller only (the user of the bearer token).\n\nThe epilot 360 phone reports the call while it lasts (reportActiveCall); without a current\nreport the phone system's live state is asked instead, so a call taken outside the epilot 360\nphone is still found. `conversation_id` is the phone system's conversation id: every leg of a\ntransferred or conferenced call has the same one, and it is the `external_id` of the `call`\nentity created after the call (ingestCallArtifacts).\n\nTo relate what an agent does during a call to that call, put the id into the record as\n`phone_conversation_id`: the epilot 360 sidebar passes it in the context of a journey opened\nduring a call, so the submission holds `journey_context.phone_conversation_id`.\n",
+        "tags": [
+          "phone-integration"
+        ],
+        "security": [
+          {
+            "EpilotAuth": []
+          }
+        ],
+        "responses": {
+          "200": {
+            "description": "The caller's active call, or `on_call` false",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/ActiveCall"
+                }
+              }
+            }
+          },
+          "401": {
+            "$ref": "#/components/responses/Unauthorized"
+          }
+        }
+      },
+      "put": {
+        "operationId": "reportActiveCall",
+        "summary": "reportActiveCall",
+        "description": "Reports the call the signed-in user is on. Sent by the epilot 360 phone when a call is\nanswered and again every 30 seconds while it lasts: a report is valid for 2 minutes\n(`expires_at`), so a phone that disappears mid-call does not leave the user on a call.\nOne call per user: a report for another conversation replaces the previous one.\nRequires `phone:use`.\n",
+        "tags": [
+          "phone-integration"
+        ],
+        "security": [
+          {
+            "EpilotAuth": []
+          }
+        ],
+        "x-epilot-permissions": [
+          "phone:use"
+        ],
+        "requestBody": {
+          "required": true,
+          "content": {
+            "application/json": {
+              "schema": {
+                "$ref": "#/components/schemas/ActiveCallReport"
+              }
+            }
+          }
+        },
+        "responses": {
+          "200": {
+            "description": "The call as it is now recorded",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/ActiveCall"
+                }
+              }
+            }
+          },
+          "400": {
+            "$ref": "#/components/responses/BadRequest"
+          },
+          "401": {
+            "$ref": "#/components/responses/Unauthorized"
+          },
+          "403": {
+            "$ref": "#/components/responses/Forbidden"
+          }
+        }
+      },
+      "delete": {
+        "operationId": "clearActiveCall",
+        "summary": "clearActiveCall",
+        "description": "Clears the signed-in user's reported call, when their part of it ended (hung up, or handed\nover to another agent). With `conversation_id`, only a report of that conversation is\ncleared, so a late \"call ended\" never clears the next call. Idempotent.\n",
+        "tags": [
+          "phone-integration"
+        ],
+        "security": [
+          {
+            "EpilotAuth": []
+          }
+        ],
+        "parameters": [
+          {
+            "name": "conversation_id",
+            "in": "query",
+            "required": false,
+            "description": "Clear the report only when it is this conversation's",
+            "schema": {
+              "type": "string",
+              "minLength": 1,
+              "maxLength": 128
+            }
+          }
+        ],
+        "responses": {
+          "204": {
+            "description": "No call is reported for the user (any more)"
+          },
+          "400": {
+            "$ref": "#/components/responses/BadRequest"
+          },
+          "401": {
+            "$ref": "#/components/responses/Unauthorized"
+          },
+          "403": {
+            "$ref": "#/components/responses/Forbidden"
+          }
+        }
+      }
+    },
     "/v1/manager/status": {
       "get": {
         "operationId": "getManagerStatus",
@@ -566,7 +683,7 @@
       "put": {
         "operationId": "setAgentRouting",
         "summary": "setAgentRouting",
-        "description": "Sets an agent's skills and direct queue membership (full sets, not deltas), in this order:\n1. Skills: the agent's skills in the phone system are replaced by `skills`, so the phone system\n   routes on them right away. The phone system is the source of truth for phone skills; they are\n   independent of the skills in epilot's Access Management.\n2. Direct queue membership: each listed queue the agent is not yet named in gets the agent in its\n   epilot-managed routing step (created on first use, lowest precedence). Every other queue drops\n   the agent's direct entries from its epilot-managed step and, with `include_own_steps`, from\n   the organization's own enabled steps as well. Teams set up in the phone system are never\n   changed: a queue that reaches the agent through one keeps them (`locked`). Without\n   `include_own_steps` a queue whose own steps name the agent is not written either.\nIdempotent; a failure part-way answers `502` and repeating the call completes it. Requires\n`phone:manage`.\n",
+        "description": "Sets an agent's skills and direct queue membership (full sets, not deltas), in this order:\n1. Skills: the agent's skills in the phone system are replaced by `skills` (lowercased, see\n   `Skill`), so the phone system routes on them right away. The phone system is the source of\n   truth for phone skills; they are independent of the skills in epilot's Access Management.\n2. Direct queue membership: each listed queue the agent is not yet named in gets the agent in its\n   epilot-managed routing step (created on first use, lowest precedence). Every other queue drops\n   the agent's direct entries from its epilot-managed step and, with `include_own_steps`, from\n   the organization's own enabled steps as well. Teams set up in the phone system are never\n   changed: a queue that reaches the agent through one keeps them (`locked`). Without\n   `include_own_steps` a queue whose own steps name the agent is not written either.\nIdempotent; a failure part-way answers `502` and repeating the call completes it. Requires\n`phone:manage`.\n",
         "tags": [
           "manager"
         ],
@@ -1829,7 +1946,7 @@
       "get": {
         "operationId": "listSkills",
         "summary": "listSkills",
-        "description": "The organization's skill catalogue: the skills epilot keeps for it (created in the control\ncenter, `source: epilot`) together with every skill the phone system already uses on an agent or\nin a queue's routing step (`source: provider`), each once, sorted by skill. The phone system has\nno skill list of its own, so a skill nobody has yet exists only here. Requires `phone:manage`.\n",
+        "description": "The organization's skill catalogue: the skills epilot keeps for it (created in the control\ncenter, `source: epilot`) together with every skill the phone system already uses on an agent or\nin a queue's routing step (`source: provider`), each once, lowercased (see `Skill`), sorted by\nskill. The phone system has no skill list of its own, so a skill nobody has yet exists only here.\nRequires `phone:manage`.\n",
         "tags": [
           "manager"
         ],
@@ -1876,7 +1993,7 @@
       "post": {
         "operationId": "createSkill",
         "summary": "createSkill",
-        "description": "Adds a skill to the organization's catalogue (epilot only: nothing is written to the phone\nsystem until an agent gets the skill or a queue accepts it). The skill is trimmed and must then\nbe 1 to 100 characters. Requires `phone:manage`.\n",
+        "description": "Adds a skill to the organization's catalogue (epilot only: nothing is written to the phone\nsystem until an agent gets the skill or a queue accepts it). The skill is trimmed, must then be\n1 to 100 characters, and is stored lowercased (see `Skill`): `Mixed Case` creates and answers\n`mixed case`, and is `skill_exists` when `mixed case` exists in any letter case. Requires\n`phone:manage`.\n",
         "tags": [
           "manager"
         ],
@@ -1940,7 +2057,7 @@
           "name": "tag",
           "in": "path",
           "required": true,
-          "description": "The skill, URL-encoded (e.g. `language%3Agerman`)",
+          "description": "The skill, URL-encoded (e.g. `language%3Agerman`), in any letter case (see `Skill`)",
           "schema": {
             "type": "string",
             "minLength": 1,
@@ -1951,7 +2068,7 @@
       "delete": {
         "operationId": "deleteSkill",
         "summary": "deleteSkill",
-        "description": "Deletes a skill everywhere: it is taken from every agent that has it and from every routing step\nof every queue that accepts it in the phone system, then removed from the catalogue.\nIdempotent: a skill nobody has answers zero counts. On a phone-system failure the answer is 502\nand its message says how many agents and queues were already updated; deleting again completes\nit. Requires `phone:manage`.\n",
+        "description": "Deletes a skill everywhere (in any letter case, see `Skill`): it is taken from every agent that has it and from every routing step\nof every queue that accepts it in the phone system, then removed from the catalogue.\nIdempotent: a skill nobody has answers zero counts. On a phone-system failure the answer is 502\nand its message says how many agents and queues were already updated; deleting again completes\nit. Requires `phone:manage`.\n",
         "tags": [
           "manager"
         ],
@@ -2017,7 +2134,7 @@
           "name": "tag",
           "in": "path",
           "required": true,
-          "description": "The skill, URL-encoded (e.g. `language%3Agerman`)",
+          "description": "The skill, URL-encoded (e.g. `language%3Agerman`), in any letter case (see `Skill`)",
           "schema": {
             "type": "string",
             "minLength": 1,
@@ -2780,6 +2897,62 @@
           }
         }
       },
+      "ActiveCall": {
+        "type": "object",
+        "description": "The phone call a user is on right now.",
+        "required": [
+          "on_call"
+        ],
+        "properties": {
+          "on_call": {
+            "type": "boolean",
+            "description": "Whether the user is on an answered call. The other fields are present only when true."
+          },
+          "conversation_id": {
+            "type": "string",
+            "description": "The phone system's conversation id: the same on every leg of a transferred or conferenced\ncall, and the `external_id` of the `call` entity created after the call.\n",
+            "example": "01KW704DAM1PM5SDGKFDY9BNK0"
+          },
+          "started_at": {
+            "type": "string",
+            "format": "date-time",
+            "description": "When the user's part of the call started"
+          },
+          "source": {
+            "type": "string",
+            "enum": [
+              "softphone",
+              "provider"
+            ],
+            "description": "`softphone`: reported by the epilot 360 phone. `provider`: read from the phone system's\nlive state because no current report exists.\n"
+          },
+          "expires_at": {
+            "type": "string",
+            "format": "date-time",
+            "description": "Until when the report is valid unless renewed (`softphone` only)"
+          }
+        }
+      },
+      "ActiveCallReport": {
+        "type": "object",
+        "required": [
+          "conversation_id"
+        ],
+        "properties": {
+          "conversation_id": {
+            "type": "string",
+            "minLength": 1,
+            "maxLength": 128,
+            "description": "The phone system's conversation id of the call (not the id of the user's own leg)",
+            "example": "01KW704DAM1PM5SDGKFDY9BNK0"
+          },
+          "started_at": {
+            "type": "string",
+            "description": "When the user's part of the call started, as an ISO 8601 time. Without one (or with a\ntime that is not one, or lies in the future) it is the first report of the conversation.\n",
+            "example": "2026-11-10T10:00:00.000Z"
+          }
+        }
+      },
       "AgentState": {
         "type": "string",
         "description": "The agent's live line state as the provider reports it, plus `busy` for anyone who cannot take a\nqueue call for a reason other than a call: on a presence that takes no calls (e.g. Busy, Break),\nwithout a presence, or disabled at the provider; `busy` also covers the provider's busy line\nstate. `unknown` when the provider gives no state. `offline` is not reported for now: Babelforce\nparks a signed-out agent on its Busy presence and reports both alike, so signed-out agents show\nas `busy` until the phone system offers a sign-in signal. `in_call` covers ringing-to-bridged;\n`wrap_up` is the post-call time.\n",
@@ -2849,7 +3022,7 @@
       },
       "Skill": {
         "type": "string",
-        "description": "A skill as the phone system holds it (Babelforce: an agent tag). epilot's convention for skills is\n`<skill category>:<label>` (e.g. `language:german`), which the control center shows as\n\"Category · Label\"; a skill without a colon has no category.\n",
+        "description": "A skill as the phone system holds it (Babelforce: an agent tag). epilot's convention for skills is\n`<skill category>:<label>` (e.g. `language:german`), which the control center shows as\n\"Category · Label\"; a skill without a colon has no category.\nSkills are case-insensitive and stored lowercased, in epilot's catalogue as in the phone system\n(Babelforce lowercases the tags it stores): a skill sent in any letter case (`Language:German`,\nin a body or a path) is the skill `language:german`, and every answer lists skills lowercased.\n",
         "minLength": 1,
         "maxLength": 100,
         "pattern": "^\\S(.*\\S)?$"
@@ -3572,7 +3745,7 @@
         "properties": {
           "tag": {
             "type": "string",
-            "description": "The skill as the phone system stores it (see `Skill`)"
+            "description": "The skill as the phone system stores it, lowercased (see `Skill`)"
           },
           "source": {
             "type": "string",
@@ -3616,7 +3789,7 @@
           "tag": {
             "type": "string",
             "minLength": 1,
-            "description": "The skill; trimmed, then 1 to 100 characters"
+            "description": "The skill; trimmed, then 1 to 100 characters, stored lowercased (see `Skill`)"
           }
         }
       },
diff --git a/packages/epilot-sdk-v2/docs/phone-integration.md b/packages/epilot-sdk-v2/docs/phone-integration.md
index d55ab1e3..802057a5 100644
--- a/packages/epilot-sdk-v2/docs/phone-integration.md
+++ b/packages/epilot-sdk-v2/docs/phone-integration.md
@@ -26,6 +26,9 @@ const { data } = await phoneIntegrationClient.batchSearchCustomers(...)
 
 **phone-integration**
 - [`batchSearchCustomers`](#batchsearchcustomers)
+- [`getActiveCall`](#getactivecall)
+- [`reportActiveCall`](#reportactivecall)
+- [`clearActiveCall`](#clearactivecall)
 
 **manager**
 - [`getManagerStatus`](#getmanagerstatus)
@@ -73,6 +76,8 @@ const { data } = await phoneIntegrationClient.batchSearchCustomers(...)
 - [`CustomerSearchResult`](#customersearchresult)
 - [`CustomerIdentifier`](#customeridentifier)
 - [`CustomerSummary`](#customersummary)
+- [`ActiveCall`](#activecall)
+- [`ActiveCallReport`](#activecallreport)
 - [`AgentState`](#agentstate)
 - [`AgentPresence`](#agentpresence)
 - [`AgentPresenceRequest`](#agentpresencerequest)
@@ -165,6 +170,85 @@ const { data } = await client.batchSearchCustomers({
 
 ---
 
+### `getActiveCall`
+
+Whether the signed-in user is on a phone call right now, and which conversation it is. The
+answer is about the caller only (the user of the bearer token).
+
+`GET /v1/calls/active`
+
+```ts
+const { data } = await client.getActiveCall()
+```
+
+<details>
+<summary>Response</summary>
+
+```json
+{
+  "on_call": true,
+  "conversation_id": "01KW704DAM1PM5SDGKFDY9BNK0",
+  "started_at": "1970-01-01T00:00:00.000Z",
+  "source": "softphone",
+  "expires_at": "1970-01-01T00:00:00.000Z"
+}
+```
+
+</details>
+
+---
+
+### `reportActiveCall`
+
+Reports the call the signed-in user is on. Sent by the epilot 360 phone when a call is
+answered and again every 30 seconds while it lasts: a report is valid for 2 minutes
+(`expires_at`), so a phone th
+
+`PUT /v1/calls/active`
+
+```ts
+const { data } = await client.reportActiveCall(
+  null,
+  {
+    conversation_id: '01KW704DAM1PM5SDGKFDY9BNK0',
+    started_at: '2026-11-10T10:00:00.000Z'
+  },
+)
+```
+
+<details>
+<summary>Response</summary>
+
+```json
+{
+  "on_call": true,
+  "conversation_id": "01KW704DAM1PM5SDGKFDY9BNK0",
+  "started_at": "1970-01-01T00:00:00.000Z",
+  "source": "softphone",
+  "expires_at": "1970-01-01T00:00:00.000Z"
+}
+```
+
+</details>
+
+---
+
+### `clearActiveCall`
+
+Clears the signed-in user's reported call, when their part of it ended (hung up, or handed
+over to another agent). With `conversation_id`, only a report of that conversation is
+cleared, so a late "cal
+
+`DELETE /v1/calls/active`
+
+```ts
+const { data } = await client.clearActiveCall({
+  conversation_id: 'example',
+})
+```
+
+---
+
 ### `getManagerStatus`
 
 Whether the caller's organization is ready for phone agents: the telephony provider tenant
@@ -385,8 +469,8 @@ const { data } = await client.listLiveAgents()
 ### `setAgentRouting`
 
 Sets an agent's skills and direct queue membership (full sets, not deltas), in this order:
-1. Skills: the agent's skills in the phone system are replaced by `skills`, so the phone system
-   routes on 
+1. Skills: the agent's skills in the phone system are replaced by `skills` (lowercased, see
+   `Skill`), so t
 
 `PUT /v1/manager/agents/{provider_agent_id}/routing`
 
@@ -1240,8 +1324,8 @@ const { data } = await client.listSkills()
 ### `createSkill`
 
 Adds a skill to the organization's catalogue (epilot only: nothing is written to the phone
-system until an agent gets the skill or a queue accepts it). The skill is trimmed and must then
-be 1 to 100 c
+system until an agent gets the skill or a queue accepts it). The skill is trimmed, must then be
+1 to 100 char
 
 `POST /v1/manager/skills`
 
@@ -1272,9 +1356,8 @@ const { data } = await client.createSkill(
 
 ### `deleteSkill`
 
-Deletes a skill everywhere: it is taken from every agent that has it and from every routing step
-of every queue that accepts it in the phone system, then removed from the catalogue.
-Idempotent: a skil
+Deletes a skill everywhere (in any letter case, see `Skill`): it is taken from every agent that has it and from every routing step
+of every queue that accepts it in the phone system, then removed from
 
 `DELETE /v1/manager/skills/{tag}`
 
@@ -1656,6 +1739,29 @@ type CustomerSummary = {
 }
 ```
 
+### `ActiveCall`
+
+The phone call a user is on right now.
+
+```ts
+type ActiveCall = {
+  on_call: boolean
+  conversation_id?: string
+  started_at?: string // date-time
+  source?: "softphone" | "provider"
+  expires_at?: string // date-time
+}
+```
+
+### `ActiveCallReport`
+
+```ts
+type ActiveCallReport = {
+  conversation_id: string
+  started_at?: string
+}
+```
+
 ### `AgentState`
 
 The agent's live line state as the provider reports it, plus `busy` for anyone who cannot take a
@@ -1705,7 +1811,7 @@ type AgentPresenceChange = {
 A skill as the phone system holds it (Babelforce: an agent tag). epilot's convention for skills is
 `<skill category>:`<label>`` (e.g. `language:german`), which the control center shows as
 "Category · Label"; a skill without a colon has no category.
-
+Skills are case-insensitive and stored lowercased, in
 
 ```ts
 type Skill = string
diff --git a/packages/epilot-sdk-v2/src/definitions/phone-integration-runtime.json b/packages/epilot-sdk-v2/src/definitions/phone-integration-runtime.json
index 486cc117..3d4353bb 100644
--- a/packages/epilot-sdk-v2/src/definitions/phone-integration-runtime.json
+++ b/packages/epilot-sdk-v2/src/definitions/phone-integration-runtime.json
@@ -1 +1 @@
-{"s":"https://phone-integration-api.sls.epilot.io","o":[["batchSearchCustomers","get","/v1/customer:batchSearch",[["id","q",false,"form",true],["customer_number","q",false,"form",true],["external_id","q",false,"form",true],["phone_number","q",false,"form",true],["email","q",false,"form",true],["x-trace-id","h"]]],["getManagerStatus","get","/v1/manager/status"],["listPhoneAgents","get","/v1/manager/agents"],["assignPhoneAgent","post","/v1/manager/agents",null,1],["removePhoneAgent","delete","/v1/manager/agents/{user_id}"],["getLiveSnapshot","get","/v1/manager/live"],["listLiveAgents","get","/v1/manager/agents/live"],["setAgentRouting","put","/v1/manager/agents/{provider_agent_id}/routing",null,1],["previewAgentRouting","post","/v1/manager/agents/{provider_agent_id}/routing:preview",null,1],["setAgentPresence","put","/v1/manager/agents/{provider_agent_id}/presence",null,1],["listAgentPresences","get","/v1/manager/presences"],["listQueues","get","/v1/manager/queues"],["getQueue","get","/v1/manager/queues/{queue_id}"],["getCallReport","get","/v1/manager/reporting/calls",[["from","q",true],["to","q",true]]],["getLiveKpis","get","/v1/manager/live/kpis",[["period","q"],["from","q"],["to","q"]]],["getAgentPerformance","get","/v1/manager/reporting/agents",[["from","q",true],["to","q",true]]],["listMissedCalls","get","/v1/manager/missed-calls",[["from","q",true],["to","q",true]]],["requestMissedCallCallback","post","/v1/manager/missed-calls/{call_id}/callback",null,1],["getAgentActivity","get","/v1/manager/agents/{provider_agent_id}/activity",[["from","q",true],["to","q",true]]],["getQueueSettings","get","/v1/manager/queues/{queue_id}/settings"],["setQueueSettings","put","/v1/manager/queues/{queue_id}/settings",null,1],["getCallHandlingSettings","get","/v1/manager/settings/call-handling"],["setCallHandlingSettings","put","/v1/manager/settings/call-handling",null,1],["getQueuePerformance","get","/v1/manager/reporting/queues",[["from","q",true],["to","q",true]]],["listSkills","get","/v1/manager/skills"],["createSkill","post","/v1/manager/skills",null,1],["deleteSkill","delete","/v1/manager/skills/{tag}"],["setQueueSkill","put","/v1/manager/queues/{queue_id}/skills/{tag}"],["removeQueueSkill","delete","/v1/manager/queues/{queue_id}/skills/{tag}"],["listProviderSetups","get","/v1/operator/provider-setups"],["getProviderSetup","get","/v1/operator/organizations/{org_id}/provider"],["setupProvider","post","/v1/operator/organizations/{org_id}/provider:setup",null,1]],"v":"3.0.3","pp":{"/v1/manager/agents/{user_id}":[["user_id","p",true]],"/v1/manager/agents/{provider_agent_id}/routing":[["provider_agent_id","p",true]],"/v1/manager/agents/{provider_agent_id}/routing:preview":[["provider_agent_id","p",true]],"/v1/manager/agents/{provider_agent_id}/presence":[["provider_agent_id","p",true]],"/v1/manager/queues/{queue_id}":[["queue_id","p",true]],"/v1/manager/missed-calls/{call_id}/callback":[["call_id","p",true]],"/v1/manager/agents/{provider_agent_id}/activity":[["provider_agent_id","p",true]],"/v1/manager/queues/{queue_id}/settings":[["queue_id","p",true]],"/v1/manager/skills/{tag}":[["tag","p",true]],"/v1/manager/queues/{queue_id}/skills/{tag}":[["queue_id","p",true],["tag","p",true]],"/v1/operator/organizations/{org_id}/provider":[["org_id","p",true]],"/v1/operator/organizations/{org_id}/provider:setup":[["org_id","p",true]]}}
\ No newline at end of file
+{"s":"https://phone-integration-api.sls.epilot.io","o":[["batchSearchCustomers","get","/v1/customer:batchSearch",[["id","q",false,"form",true],["customer_number","q",false,"form",true],["external_id","q",false,"form",true],["phone_number","q",false,"form",true],["email","q",false,"form",true],["x-trace-id","h"]]],["getActiveCall","get","/v1/calls/active"],["reportActiveCall","put","/v1/calls/active",null,1],["clearActiveCall","delete","/v1/calls/active",[["conversation_id","q"]]],["getManagerStatus","get","/v1/manager/status"],["listPhoneAgents","get","/v1/manager/agents"],["assignPhoneAgent","post","/v1/manager/agents",null,1],["removePhoneAgent","delete","/v1/manager/agents/{user_id}"],["getLiveSnapshot","get","/v1/manager/live"],["listLiveAgents","get","/v1/manager/agents/live"],["setAgentRouting","put","/v1/manager/agents/{provider_agent_id}/routing",null,1],["previewAgentRouting","post","/v1/manager/agents/{provider_agent_id}/routing:preview",null,1],["setAgentPresence","put","/v1/manager/agents/{provider_agent_id}/presence",null,1],["listAgentPresences","get","/v1/manager/presences"],["listQueues","get","/v1/manager/queues"],["getQueue","get","/v1/manager/queues/{queue_id}"],["getCallReport","get","/v1/manager/reporting/calls",[["from","q",true],["to","q",true]]],["getLiveKpis","get","/v1/manager/live/kpis",[["period","q"],["from","q"],["to","q"]]],["getAgentPerformance","get","/v1/manager/reporting/agents",[["from","q",true],["to","q",true]]],["listMissedCalls","get","/v1/manager/missed-calls",[["from","q",true],["to","q",true]]],["requestMissedCallCallback","post","/v1/manager/missed-calls/{call_id}/callback",null,1],["getAgentActivity","get","/v1/manager/agents/{provider_agent_id}/activity",[["from","q",true],["to","q",true]]],["getQueueSettings","get","/v1/manager/queues/{queue_id}/settings"],["setQueueSettings","put","/v1/manager/queues/{queue_id}/settings",null,1],["getCallHandlingSettings","get","/v1/manager/settings/call-handling"],["setCallHandlingSettings","put","/v1/manager/settings/call-handling",null,1],["getQueuePerformance","get","/v1/manager/reporting/queues",[["from","q",true],["to","q",true]]],["listSkills","get","/v1/manager/skills"],["createSkill","post","/v1/manager/skills",null,1],["deleteSkill","delete","/v1/manager/skills/{tag}"],["setQueueSkill","put","/v1/manager/queues/{queue_id}/skills/{tag}"],["removeQueueSkill","delete","/v1/manager/queues/{queue_id}/skills/{tag}"],["listProviderSetups","get","/v1/operator/provider-setups"],["getProviderSetup","get","/v1/operator/organizations/{org_id}/provider"],["setupProvider","post","/v1/operator/organizations/{org_id}/provider:setup",null,1]],"v":"3.0.3","pp":{"/v1/manager/agents/{user_id}":[["user_id","p",true]],"/v1/manager/agents/{provider_agent_id}/routing":[["provider_agent_id","p",true]],"/v1/manager/agents/{provider_agent_id}/routing:preview":[["provider_agent_id","p",true]],"/v1/manager/agents/{provider_agent_id}/presence":[["provider_agent_id","p",true]],"/v1/manager/queues/{queue_id}":[["queue_id","p",true]],"/v1/manager/missed-calls/{call_id}/callback":[["call_id","p",true]],"/v1/manager/agents/{provider_agent_id}/activity":[["provider_agent_id","p",true]],"/v1/manager/queues/{queue_id}/settings":[["queue_id","p",true]],"/v1/manager/skills/{tag}":[["tag","p",true]],"/v1/manager/queues/{queue_id}/skills/{tag}":[["queue_id","p",true],["tag","p",true]],"/v1/operator/organizations/{org_id}/provider":[["org_id","p",true]],"/v1/operator/organizations/{org_id}/provider:setup":[["org_id","p",true]]}}
\ No newline at end of file
diff --git a/packages/epilot-sdk-v2/src/docs/phone-integration.json b/packages/epilot-sdk-v2/src/docs/phone-integration.json
index 78adceb8..113fdee7 100644
--- a/packages/epilot-sdk-v2/src/docs/phone-integration.json
+++ b/packages/epilot-sdk-v2/src/docs/phone-integration.json
@@ -1 +1 @@
-"# Phone Integration API\n\n- **Base URL:** `https://phone-integration-api.sls.epilot.io`\n- **Full API Docs:** [https://docs.epilot.io/api/phone-integration](https://docs.epilot.io/api/phone-integration)\n\n## Usage\n\n```ts\nimport { epilot } from '@epilot/sdk'\n\nepilot.authorize(() => '<token>')\nconst { data } = await epilot.phoneIntegration.batchSearchCustomers(...)\n```\n\n### Tree-shakeable import\n\n```ts\nimport { getClient, authorize } from '@epilot/sdk/phone-integration'\n\nconst phoneIntegrationClient = getClient()\nauthorize(phoneIntegrationClient, () => '<token>')\nconst { data } = await phoneIntegrationClient.batchSearchCustomers(...)\n```\n\n## Operations\n\n**phone-integration**\n- [`batchSearchCustomers`](#batchsearchcustomers)\n\n**manager**\n- [`getManagerStatus`](#getmanagerstatus)\n- [`listPhoneAgents`](#listphoneagents)\n- [`assignPhoneAgent`](#assignphoneagent)\n- [`removePhoneAgent`](#removephoneagent)\n- [`getLiveSnapshot`](#getlivesnapshot)\n- [`listLiveAgents`](#listliveagents)\n- [`setAgentRouting`](#setagentrouting)\n- [`previewAgentRouting`](#previewagentrouting)\n- [`setAgentPresence`](#setagentpresence)\n- [`listAgentPresences`](#listagentpresences)\n- [`listQueues`](#listqueues)\n- [`getQueue`](#getqueue)\n- [`getCallReport`](#getcallreport)\n- [`getLiveKpis`](#getlivekpis)\n- [`getAgentPerformance`](#getagentperformance)\n- [`listMissedCalls`](#listmissedcalls)\n- [`requestMissedCallCallback`](#requestmissedcallcallback)\n- [`getAgentActivity`](#getagentactivity)\n- [`getQueueSettings`](#getqueuesettings)\n- [`setQueueSettings`](#setqueuesettings)\n- [`getCallHandlingSettings`](#getcallhandlingsettings)\n- [`setCallHandlingSettings`](#setcallhandlingsettings)\n- [`getQueuePerformance`](#getqueueperformance)\n- [`listSkills`](#listskills)\n- [`createSkill`](#createskill)\n- [`deleteSkill`](#deleteskill)\n- [`setQueueSkill`](#setqueueskill)\n- [`removeQueueSkill`](#removequeueskill)\n\n**operator**\n- [`listProviderSetups`](#listprovidersetups)\n- [`getProviderSetup`](#getprovidersetup)\n- [`setupProvider`](#setupprovider)\n\n**Schemas**\n- [`ManagerStatus`](#managerstatus)\n- [`PhoneAgent`](#phoneagent)\n- [`AssignPhoneAgentRequest`](#assignphoneagentrequest)\n- [`ProviderSetup`](#providersetup)\n- [`ProviderSetupSummary`](#providersetupsummary)\n- [`ProviderSetupRequest`](#providersetuprequest)\n- [`CustomerBatchSearchResult`](#customerbatchsearchresult)\n- [`CustomerSearchResult`](#customersearchresult)\n- [`CustomerIdentifier`](#customeridentifier)\n- [`CustomerSummary`](#customersummary)\n- [`AgentState`](#agentstate)\n- [`AgentPresence`](#agentpresence)\n- [`AgentPresenceRequest`](#agentpresencerequest)\n- [`AgentPresenceChange`](#agentpresencechange)\n- [`Skill`](#skill)\n- [`QueueRef`](#queueref)\n- [`PersonRef`](#personref)\n- [`EligibilityPath`](#eligibilitypath)\n- [`AgentQueueEligibility`](#agentqueueeligibility)\n- [`LiveAgent`](#liveagent)\n- [`LiveAgentCounters`](#liveagentcounters)\n- [`QueueHealth`](#queuehealth)\n- [`QueueLive`](#queuelive)\n- [`LiveSnapshot`](#livesnapshot)\n- [`QueueRoutingStep`](#queueroutingstep)\n- [`QueueOverview`](#queueoverview)\n- [`EligibleAgent`](#eligibleagent)\n- [`WaitingCall`](#waitingcall)\n- [`QueueDetail`](#queuedetail)\n- [`AgentRoutingRequest`](#agentroutingrequest)\n- [`AgentRouting`](#agentrouting)\n- [`AgentRoutingPreview`](#agentroutingpreview)\n- [`CallReport`](#callreport)\n- [`QueuePerformance`](#queueperformance)\n- [`QueuePerformanceReport`](#queueperformancereport)\n- [`SkillCatalogueEntry`](#skillcatalogueentry)\n- [`SkillCatalogue`](#skillcatalogue)\n- [`CreateSkillRequest`](#createskillrequest)\n- [`SkillDeletion`](#skilldeletion)\n- [`QueueSkillChange`](#queueskillchange)\n- [`ErrorResponse`](#errorresponse)\n- [`KpiPeriod`](#kpiperiod)\n- [`LiveKpis`](#livekpis)\n- [`AgentPerformance`](#agentperformance)\n- [`AgentPerformanceReport`](#agentperformancereport)\n- [`MissedCallCaller`](#missedcallcaller)\n- [`MissedCallCallback`](#missedcallcallback)\n- [`MissedCallCallbackRequest`](#missedcallcallbackrequest)\n- [`MissedCall`](#missedcall)\n- [`MissedCallList`](#missedcalllist)\n- [`AgentActivityEvent`](#agentactivityevent)\n- [`AgentPresenceTotal`](#agentpresencetotal)\n- [`AgentActivity`](#agentactivity)\n- [`QueueSettingsUpdate`](#queuesettingsupdate)\n- [`QueueSettings`](#queuesettings)\n- [`WrapUpTimes`](#wrapuptimes)\n- [`CallHandlingSettings`](#callhandlingsettings)\n\n### `batchSearchCustomers`\n\nResolves up to 50 identifiers to epilot customers (Contacts) in one\nrequest — for example every number in an agent's call history.\n\n`GET /v1/customer:batchSearch`\n\n```ts\nconst { data } = await client.batchSearchCustomers({\n  id: ['...'],\n  customer_number: ['...'],\n  external_id: ['...'],\n  phone_number: ['...'],\n  email: ['...'],\n  x-trace-id: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"results\": [\n    {\n      \"identifier\": {\n        \"type\": \"id\",\n        \"value\": \"+4917012345678\"\n      },\n      \"status\": \"found\",\n      \"customer\": {\n        \"id\": \"dba8e5f9-8b3f-4608-b887-cd0798fce624\",\n        \"name\": \"Max Mustermann\",\n        \"customer_number\": \"4711\"\n      }\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `getManagerStatus`\n\nWhether the caller's organization is ready for phone agents: the telephony provider tenant\nexists and is configured. The control center shows a \"not set up\" state when `ready` is false.\nRequires `phon\n\n`GET /v1/manager/status`\n\n```ts\nconst { data } = await client.getManagerStatus()\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"provider\": \"babelforce\",\n  \"ready\": true,\n  \"reasons\": [\"provider_tenant_missing\"]\n}\n```\n\n</details>\n\n---\n\n### `listPhoneAgents`\n\nOrganization members who hold the phone (`phone:use`), each joined with the provider user behind\nthem. Requires `phone:manage`.\n\n`GET /v1/manager/agents`\n\n```ts\nconst { data } = await client.listPhoneAgents()\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"results\": [\n    {\n      \"user_id\": \"string\",\n      \"email\": \"string\",\n      \"display_name\": \"string\",\n      \"status\": \"active\",\n      \"provider_user_id\": \"string\",\n      \"provider_roles\": [\"string\"],\n      \"assigned_at\": \"1970-01-01T00:00:00.000Z\",\n      \"assigned_by\": \"string\"\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `assignPhoneAgent`\n\nGives an organization member the phone. In order: the member is verified with user-api, their\npairwise subject for the provider is read from identity-api, the provider user is created (or\nfound) bound\n\n`POST /v1/manager/agents`\n\n```ts\nconst { data } = await client.assignPhoneAgent(\n  null,\n  {\n    user_id: 'string'\n  },\n)\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"user_id\": \"string\",\n  \"email\": \"string\",\n  \"display_name\": \"string\",\n  \"status\": \"active\",\n  \"provider_user_id\": \"string\",\n  \"provider_roles\": [\"string\"],\n  \"assigned_at\": \"1970-01-01T00:00:00.000Z\",\n  \"assigned_by\": \"string\"\n}\n```\n\n</details>\n\n---\n\n### `removePhoneAgent`\n\nTakes the phone away from a member: the `phone_agent` role is removed first, then the provider\nuser is deactivated (never deleted: call history keeps referring to it). Requires `phone:manage`.\n\n`DELETE /v1/manager/agents/{user_id}`\n\n```ts\nconst { data } = await client.removePhoneAgent({\n  user_id: 'example',\n})\n```\n\n---\n\n### `getLiveSnapshot`\n\nOne snapshot of the organization's live phone state for the control center's Overview: agent\npresence counters and per-queue health (waiting calls, longest wait, eligible vs available\nagents). The pro\n\n`GET /v1/manager/live`\n\n```ts\nconst { data } = await client.getLiveSnapshot()\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"captured_at\": \"1970-01-01T00:00:00.000Z\",\n  \"agents\": {\n    \"total\": 0,\n    \"online\": 0,\n    \"available\": 0,\n    \"on_call\": 0,\n    \"wrap_up\": 0,\n    \"offline\": 0\n  },\n  \"queues\": [\n    {\n      \"id\": \"string\",\n      \"name\": \"string\",\n      \"waiting\": 0,\n      \"longest_wait_seconds\": 0,\n      \"expected_wait_seconds\": 0,\n      \"eligible\": 0,\n      \"available\": 0,\n      \"health\": \"healthy\"\n    }\n  ],\n  \"calls_waiting\": 0,\n  \"longest_wait_seconds\": 0,\n  \"expected_wait_seconds\": 0\n}\n```\n\n</details>\n\n---\n\n### `listLiveAgents`\n\nThe organization's phone agents with their live phone status, their skills (as the phone system\nholds them) and the queues they can take calls from. Agents that are epilot phone agents carry\nthe epilo\n\n`GET /v1/manager/agents/live`\n\n```ts\nconst { data } = await client.listLiveAgents()\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"captured_at\": \"1970-01-01T00:00:00.000Z\",\n  \"results\": [\n    {\n      \"provider_agent_id\": \"string\",\n      \"user_id\": \"string\",\n      \"name\": \"string\",\n      \"email\": \"string\",\n      \"enabled\": true,\n      \"state\": \"available\",\n      \"presence\": {\n        \"name\": \"string\",\n        \"label\": \"string\",\n        \"available\": true\n      },\n      \"display_status\": \"string\",\n      \"skills\": [\"string\"],\n      \"queues\": [\n        {\n          \"id\": \"string\",\n          \"name\": \"string\",\n          \"via\": [\"skill\"],\n          \"skills\": [\"string\"],\n          \"locked\": true\n        }\n      ],\n      \"current_call\": {\n        \"started_at\": \"1970-01-01T00:00:00.000Z\",\n        \"queue_name\": \"string\"\n      }\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `setAgentRouting`\n\nSets an agent's skills and direct queue membership (full sets, not deltas), in this order:\n1. Skills: the agent's skills in the phone system are replaced by `skills`, so the phone system\n   routes on \n\n`PUT /v1/manager/agents/{provider_agent_id}/routing`\n\n```ts\nconst { data } = await client.setAgentRouting(\n  {\n    provider_agent_id: 'example',\n  },\n  {\n    skills: ['string'],\n    queue_ids: ['string'],\n    include_own_steps: false\n  },\n)\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"provider_agent_id\": \"string\",\n  \"skills\": [\"string\"],\n  \"queues\": [\n    {\n      \"id\": \"string\",\n      \"name\": \"string\",\n      \"via\": [\"skill\"],\n      \"skills\": [\"string\"],\n      \"locked\": true\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `previewAgentRouting`\n\nThe routing impact of `setAgentRouting` with the same body, without changing anything: the\nqueues the agent can take calls from now (as the phone system routes today) and after the\nchange, what is add\n\n`POST /v1/manager/agents/{provider_agent_id}/routing:preview`\n\n```ts\nconst { data } = await client.previewAgentRouting(\n  {\n    provider_agent_id: 'example',\n  },\n  {\n    skills: ['string'],\n    queue_ids: ['string'],\n    include_own_steps: false\n  },\n)\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"provider_agent_id\": \"string\",\n  \"before\": [\n    {\n      \"id\": \"string\",\n      \"name\": \"string\"\n    }\n  ],\n  \"after\": [\n    {\n      \"id\": \"string\",\n      \"name\": \"string\"\n    }\n  ],\n  \"added\": [\n    {\n      \"id\": \"string\",\n      \"name\": \"string\"\n    }\n  ],\n  \"removed\": [\n    {\n      \"id\": \"string\",\n      \"name\": \"string\"\n    }\n  ],\n  \"coverage_lost\": [\n    {\n      \"id\": \"string\",\n      \"name\": \"string\"\n    }\n  ],\n  \"locked\": [\n    {\n      \"id\": \"string\",\n      \"name\": \"string\"\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `setAgentPresence`\n\nPuts the agent on one of the phone system's presences (`listAgentPresences`), as the agent could\nin the phone app. A presence that is not `available` stops queue calls to the agent until it\nchanges ag\n\n`PUT /v1/manager/agents/{provider_agent_id}/presence`\n\n```ts\nconst { data } = await client.setAgentPresence(\n  {\n    provider_agent_id: 'example',\n  },\n  {\n    presence: 'string'\n  },\n)\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"provider_agent_id\": \"string\",\n  \"presence\": {\n    \"name\": \"string\",\n    \"label\": \"string\",\n    \"available\": true\n  }\n}\n```\n\n</details>\n\n---\n\n### `listAgentPresences`\n\nThe presences the organization's agents can be on (e.g. Available, Break, Meeting), as the phone\nsystem defines them. `available` presences let agents take queue calls. Requires `phone:manage`.\n\n`GET /v1/manager/presences`\n\n```ts\nconst { data } = await client.listAgentPresences()\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"results\": [\n    {\n      \"name\": \"string\",\n      \"label\": \"string\",\n      \"available\": true\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `listQueues`\n\nThe organization's queues with live demand (waiting calls, longest wait), staffing (eligible\nvs available agents), derived health and who can take their calls: the routing steps in the\norder the phone\n\n`GET /v1/manager/queues`\n\n```ts\nconst { data } = await client.listQueues()\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"captured_at\": \"1970-01-01T00:00:00.000Z\",\n  \"results\": [\n    {\n      \"id\": \"string\",\n      \"name\": \"string\",\n      \"waiting\": 0,\n      \"longest_wait_seconds\": 0,\n      \"expected_wait_seconds\": 0,\n      \"eligible\": 0,\n      \"available\": 0,\n      \"health\": \"healthy\",\n      \"numbers\": [\"string\"],\n      \"routing\": [\n        {\n          \"id\": \"string\",\n          \"order\": 0,\n          \"label\": \"string\",\n          \"enabled\": true,\n          \"skills\": [\"string\"],\n          \"people\": [\n            {\n              \"provider_agent_id\": \"string\",\n              \"user_id\": \"string\",\n              \"name\": \"string\"\n            }\n          ],\n          \"team_members\": [\"string\"],\n          \"managed_by_epilot\": true\n        }\n      ]\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `getQueue`\n\nOne queue for the control center's queue drawer: the overview fields plus the agents currently\neligible for it (with live status and how they are eligible) and the calls waiting in it.\nRequires `phone\n\n`GET /v1/manager/queues/{queue_id}`\n\n```ts\nconst { data } = await client.getQueue({\n  queue_id: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"id\": \"string\",\n  \"name\": \"string\",\n  \"waiting\": 0,\n  \"longest_wait_seconds\": 0,\n  \"expected_wait_seconds\": 0,\n  \"eligible\": 0,\n  \"available\": 0,\n  \"health\": \"healthy\",\n  \"numbers\": [\"string\"],\n  \"routing\": [\n    {\n      \"id\": \"string\",\n      \"order\": 0,\n      \"label\": \"string\",\n      \"enabled\": true,\n      \"skills\": [\"string\"],\n      \"people\": [\n        {\n          \"provider_agent_id\": \"string\",\n          \"user_id\": \"string\",\n          \"name\": \"string\"\n        }\n      ],\n      \"team_members\": [\"string\"],\n      \"managed_by_epilot\": true\n    }\n  ],\n  \"captured_at\": \"1970-01-01T00:00:00.000Z\",\n  \"eligible_agents\": [\n    {\n      \"provider_agent_id\": \"string\",\n      \"user_id\": \"string\",\n      \"name\": \"string\",\n      \"email\": \"string\",\n      \"state\": \"available\",\n      \"presence\": {\n        \"name\": \"string\",\n        \"label\": \"string\",\n        \"available\": true\n      },\n      \"via\": [\"skill\"],\n      \"skills\": [\"string\"]\n    }\n  ],\n  \"waiting_calls\": [\n    {\n      \"id\": \"string\",\n      \"from_masked\": \"string\",\n      \"contact\": {\n        \"id\": \"string\",\n        \"name\": \"string\"\n      },\n      \"waited_seconds\": 0,\n      \"state\": \"string\"\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `getCallReport`\n\nInbound call outcomes for a period, from the provider's call reporting: how many inbound calls\nthere were, how many an agent handled (bridged) and how many ended without an agent (abandoned\nor failed)\n\n`GET /v1/manager/reporting/calls`\n\n```ts\nconst { data } = await client.getCallReport({\n  from: 'example',\n  to: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"from\": \"1970-01-01T00:00:00.000Z\",\n  \"to\": \"1970-01-01T00:00:00.000Z\",\n  \"inbound_total\": 0,\n  \"handled_by_agent\": 0,\n  \"abandoned_or_failed\": 0,\n  \"previous_period\": {\n    \"from\": \"1970-01-01T00:00:00.000Z\",\n    \"to\": \"1970-01-01T00:00:00.000Z\",\n    \"inbound_total\": 0\n  }\n}\n```\n\n</details>\n\n---\n\n### `getLiveKpis`\n\nService KPIs of the organization's phone team for a period: call counts, abandon rate, waits\nand handling times, from the provider's metrics or, where it has none, its call reporting. A KPI\nthe provid\n\n`GET /v1/manager/live/kpis`\n\n```ts\nconst { data } = await client.getLiveKpis({\n  period: 'example',\n  from: 'example',\n  to: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"captured_at\": \"1970-01-01T00:00:00.000Z\",\n  \"period\": \"today\",\n  \"calls_total\": 0,\n  \"answered_total\": 0,\n  \"abandoned_total\": 0,\n  \"abandon_rate_percent\": 0,\n  \"average_wait_seconds\": 0,\n  \"longest_wait_seconds\": 0,\n  \"average_talk_seconds\": 0,\n  \"average_handle_seconds\": 0,\n  \"average_hold_seconds\": 0\n}\n```\n\n</details>\n\n---\n\n### `getAgentPerformance`\n\nPer-agent performance for a period from the provider's call reporting: calls handled and talk,\nhold, wrap-up and handle times, one row per agent who handled at least one call. Agents that are\nepilot p\n\n`GET /v1/manager/reporting/agents`\n\n```ts\nconst { data } = await client.getAgentPerformance({\n  from: 'example',\n  to: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"from\": \"1970-01-01T00:00:00.000Z\",\n  \"to\": \"1970-01-01T00:00:00.000Z\",\n  \"results\": [\n    {\n      \"provider_agent_id\": \"string\",\n      \"user_id\": \"string\",\n      \"name\": \"string\",\n      \"calls_handled\": 0,\n      \"outbound_calls\": 0,\n      \"talk_seconds_total\": 0,\n      \"talk_seconds_average\": 0,\n      \"hold_seconds_total\": 0,\n      \"wrap_up_seconds_average\": 0,\n      \"handle_seconds_average\": 0\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `listMissedCalls`\n\nCallers who did not reach an agent in a period, newest first, one row per caller: an inbound\ncall (grouped by the provider's session, so transfer legs count once) that ended without being\nbridged to a\n\n`GET /v1/manager/missed-calls`\n\n```ts\nconst { data } = await client.listMissedCalls({\n  from: 'example',\n  to: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"from\": \"1970-01-01T00:00:00.000Z\",\n  \"to\": \"1970-01-01T00:00:00.000Z\",\n  \"results\": [\n    {\n      \"call_id\": \"string\",\n      \"last_missed_at\": \"1970-01-01T00:00:00.000Z\",\n      \"first_missed_at\": \"1970-01-01T00:00:00.000Z\",\n      \"attempts\": 1,\n      \"queue\": {\n        \"id\": \"string\",\n        \"name\": \"string\"\n      },\n      \"longest_wait_seconds\": 0,\n      \"caller\": {\n        \"anonymous\": true,\n        \"number_masked\": \"string\",\n        \"contact\": {\n          \"id\": \"string\",\n          \"name\": \"string\"\n        }\n      },\n      \"resolved\": true,\n      \"can_call_back\": true,\n      \"callback\": {\n        \"state\": \"queued\",\n        \"requested_at\": \"1970-01-01T00:00:00.000Z\",\n        \"requested_by\": \"string\",\n        \"queue\": {\n          \"id\": \"string\",\n          \"name\": \"string\"\n        },\n        \"callback_call_id\": \"string\"\n      }\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `requestMissedCallCallback`\n\nAsks the phone system to call the caller of a missed call back: the provider queues an outbound\ncallback on a queue (the missed call's queue unless `queue_id` names another), so the next\neligible agen\n\n`POST /v1/manager/missed-calls/{call_id}/callback`\n\n```ts\nconst { data } = await client.requestMissedCallCallback(\n  {\n    call_id: 'example',\n  },\n  {\n    queue_id: 'string'\n  },\n)\n```\n\n---\n\n### `getAgentActivity`\n\nAn agent's activity in a period from the provider's agent logs: presence changes and calls in\ntime order, the time spent on each presence and the number of calls handled. The window is at\nmost 31 days\n\n`GET /v1/manager/agents/{provider_agent_id}/activity`\n\n```ts\nconst { data } = await client.getAgentActivity({\n  provider_agent_id: 'example',\n  from: 'example',\n  to: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"provider_agent_id\": \"string\",\n  \"from\": \"1970-01-01T00:00:00.000Z\",\n  \"to\": \"1970-01-01T00:00:00.000Z\",\n  \"events\": [\n    {\n      \"at\": \"1970-01-01T00:00:00.000Z\",\n      \"kind\": \"presence\",\n      \"presence\": {\n        \"name\": \"string\",\n        \"label\": \"string\",\n        \"available\": true\n      },\n      \"call\": {\n        \"call_id\": \"string\",\n        \"direction\": \"inbound\",\n        \"queue_name\": \"string\",\n        \"duration_seconds\": 0\n      },\n      \"description\": \"string\"\n    }\n  ],\n  \"presence_totals\": [\n    {\n      \"presence\": {\n        \"name\": \"string\",\n        \"label\": \"string\",\n        \"available\": true\n      },\n      \"seconds\": 0\n    }\n  ],\n  \"calls_handled\": 0\n}\n```\n\n</details>\n\n---\n\n### `getQueueSettings`\n\nA queue's call handling settings as the phone system holds them: how many callers may wait,\nhow long an agent's phone rings, the wrap-up time after a call and how many agents are tried\nper call.\nRequi\n\n`GET /v1/manager/queues/{queue_id}/settings`\n\n```ts\nconst { data } = await client.getQueueSettings({\n  queue_id: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"queue_id\": \"string\",\n  \"name\": \"string\",\n  \"max_size\": 0,\n  \"ring_timeout_seconds\": 5,\n  \"wrap_up_seconds\": 0,\n  \"max_dial_count\": 1\n}\n```\n\n</details>\n\n---\n\n### `setQueueSettings`\n\nReplaces a queue's call handling settings (all fields, not a delta); the phone system applies\nthem to the next call. The queue's name and routing are not changed.\nRequires `phone:manage`.\n\n`PUT /v1/manager/queues/{queue_id}/settings`\n\n```ts\nconst { data } = await client.setQueueSettings(\n  {\n    queue_id: 'example',\n  },\n  {\n    max_size: 0,\n    ring_timeout_seconds: 5,\n    wrap_up_seconds: 0,\n    max_dial_count: 1\n  },\n)\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"queue_id\": \"string\",\n  \"name\": \"string\",\n  \"max_size\": 0,\n  \"ring_timeout_seconds\": 5,\n  \"wrap_up_seconds\": 0,\n  \"max_dial_count\": 1\n}\n```\n\n</details>\n\n---\n\n### `getCallHandlingSettings`\n\nThe organization's call handling settings for all agents: wrap-up rules (including whether\nagents may call out during wrap-up), wrap-up times after unsuccessful calls, and recording\ndefaults.\nRequires\n\n`GET /v1/manager/settings/call-handling`\n\n```ts\nconst { data } = await client.getCallHandlingSettings()\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"wrap_up\": {\n    \"inbound_cancel_allowed\": true,\n    \"inbound_extend_allowed\": true,\n    \"inbound_max_extension_seconds\": 0,\n    \"outbound_enabled\": true,\n    \"outbound_cancel_allowed\": true,\n    \"outbound_extend_allowed\": true,\n    \"outbound_max_extension_seconds\": 0,\n    \"outbound_calls_allowed\": true\n  },\n  \"after_unsuccessful_inbound\": {\n    \"busy_seconds\": 0,\n    \"unreachable_seconds\": 0,\n    \"declined_seconds\": 0\n  },\n  \"after_unsuccessful_outbound\": {\n    \"busy_seconds\": 0,\n    \"unreachable_seconds\": 0,\n    \"declined_seconds\": 0\n  },\n  \"recording\": {\n    \"always_record_outbound\": true,\n    \"agents_may_delete\": true,\n    \"hide_recording_controls\": true\n  }\n}\n```\n\n</details>\n\n---\n\n### `setCallHandlingSettings`\n\nReplaces the organization's call handling settings (the full object, not a delta).\nRequires `phone:manage`.\n\n`PUT /v1/manager/settings/call-handling`\n\n```ts\nconst { data } = await client.setCallHandlingSettings(\n  null,\n  {\n    wrap_up: {\n      inbound_cancel_allowed: true,\n      inbound_extend_allowed: true,\n      inbound_max_extension_seconds: 0,\n      outbound_enabled: true,\n      outbound_cancel_allowed: true,\n      outbound_extend_allowed: true,\n      outbound_max_extension_seconds: 0,\n      outbound_calls_allowed: true\n    },\n    after_unsuccessful_inbound: {\n      busy_seconds: 0,\n      unreachable_seconds: 0,\n      declined_seconds: 0\n    },\n    after_unsuccessful_outbound: {\n      busy_seconds: 0,\n      unreachable_seconds: 0,\n      declined_seconds: 0\n    },\n    recording: {\n      always_record_outbound: true,\n      agents_may_delete: true,\n      hide_recording_controls: true\n    }\n  },\n)\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"wrap_up\": {\n    \"inbound_cancel_allowed\": true,\n    \"inbound_extend_allowed\": true,\n    \"inbound_max_extension_seconds\": 0,\n    \"outbound_enabled\": true,\n    \"outbound_cancel_allowed\": true,\n    \"outbound_extend_allowed\": true,\n    \"outbound_max_extension_seconds\": 0,\n    \"outbound_calls_allowed\": true\n  },\n  \"after_unsuccessful_inbound\": {\n    \"busy_seconds\": 0,\n    \"unreachable_seconds\": 0,\n    \"declined_seconds\": 0\n  },\n  \"after_unsuccessful_outbound\": {\n    \"busy_seconds\": 0,\n    \"unreachable_seconds\": 0,\n    \"declined_seconds\": 0\n  },\n  \"recording\": {\n    \"always_record_outbound\": true,\n    \"agents_may_delete\": true,\n    \"hide_recording_controls\": true\n  }\n}\n```\n\n</details>\n\n---\n\n### `getQueuePerformance`\n\nInbound call outcomes per queue for a period, derived from the provider's call reporting (the\nphone system has no per-queue report): every inbound call that started in [from, to) is counted\nfor the qu\n\n`GET /v1/manager/reporting/queues`\n\n```ts\nconst { data } = await client.getQueuePerformance({\n  from: 'example',\n  to: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"from\": \"1970-01-01T00:00:00.000Z\",\n  \"to\": \"1970-01-01T00:00:00.000Z\",\n  \"results\": [\n    {\n      \"queue\": {\n        \"id\": \"string\",\n        \"name\": \"string\"\n      },\n      \"inbound_total\": 0,\n      \"handled_by_agent\": 0,\n      \"abandoned_or_failed\": 0,\n      \"abandon_rate_percent\": 0,\n      \"average_wait_seconds\": 0\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `listSkills`\n\nThe organization's skill catalogue: the skills epilot keeps for it (created in the control\ncenter, `source: epilot`) together with every skill the phone system already uses on an agent or\nin a queue's\n\n`GET /v1/manager/skills`\n\n```ts\nconst { data } = await client.listSkills()\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"results\": [\n    {\n      \"tag\": \"string\",\n      \"source\": \"epilot\",\n      \"created_at\": \"1970-01-01T00:00:00.000Z\",\n      \"created_by\": \"string\"\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `createSkill`\n\nAdds a skill to the organization's catalogue (epilot only: nothing is written to the phone\nsystem until an agent gets the skill or a queue accepts it). The skill is trimmed and must then\nbe 1 to 100 c\n\n`POST /v1/manager/skills`\n\n```ts\nconst { data } = await client.createSkill(\n  null,\n  {\n    tag: 'string'\n  },\n)\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"tag\": \"string\",\n  \"source\": \"epilot\",\n  \"created_at\": \"1970-01-01T00:00:00.000Z\",\n  \"created_by\": \"string\"\n}\n```\n\n</details>\n\n---\n\n### `deleteSkill`\n\nDeletes a skill everywhere: it is taken from every agent that has it and from every routing step\nof every queue that accepts it in the phone system, then removed from the catalogue.\nIdempotent: a skil\n\n`DELETE /v1/manager/skills/{tag}`\n\n```ts\nconst { data } = await client.deleteSkill({\n  tag: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"tag\": \"string\",\n  \"agents_updated\": 0,\n  \"queues_updated\": 0\n}\n```\n\n</details>\n\n---\n\n### `setQueueSkill`\n\nThe queue accepts the skill: every agent with it can take the queue's calls. epilot adds the\nskill to the queue's FIRST enabled routing step of the organization's own in the phone system\n(lowest order\n\n`PUT /v1/manager/queues/{queue_id}/skills/{tag}`\n\n```ts\nconst { data } = await client.setQueueSkill({\n  queue_id: 'example',\n  tag: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"queue\": {\n    \"id\": \"string\",\n    \"name\": \"string\"\n  },\n  \"tag\": \"string\",\n  \"accepted\": true,\n  \"step\": {\n    \"id\": \"string\",\n    \"label\": \"string\"\n  }\n}\n```\n\n</details>\n\n---\n\n### `removeQueueSkill`\n\nThe queue no longer accepts the skill: it is removed from every routing step of the queue that\nlists it (enabled or not). Idempotent. Requires `phone:manage`.\n\n`DELETE /v1/manager/queues/{queue_id}/skills/{tag}`\n\n```ts\nconst { data } = await client.removeQueueSkill({\n  queue_id: 'example',\n  tag: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"queue\": {\n    \"id\": \"string\",\n    \"name\": \"string\"\n  },\n  \"tag\": \"string\",\n  \"accepted\": true,\n  \"step\": {\n    \"id\": \"string\",\n    \"label\": \"string\"\n  }\n}\n```\n\n</details>\n\n---\n\n### `listProviderSetups`\n\nEvery organization that has a telephony provider tenant, for the admin portal's overview: the\nprovider's sub-accounts (one per organization, keyed by the organization id) joined with this\nservice's se\n\n`GET /v1/operator/provider-setups`\n\n```ts\nconst { data } = await client.listProviderSetups()\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"results\": [\n    {\n      \"org_id\": \"string\",\n      \"provider\": \"babelforce\",\n      \"ready\": true,\n      \"setup_recorded\": true,\n      \"tenant\": {\n        \"id\": \"string\",\n        \"name\": \"string\",\n        \"org_key\": \"string\"\n      },\n      \"sso_identity_client_id\": \"string\",\n      \"last_setup_by\": \"string\",\n      \"updated_at\": \"1970-01-01T00:00:00.000Z\"\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `getProviderSetup`\n\nWhat has been set up at the telephony provider for this organization.\n\n`GET /v1/operator/organizations/{org_id}/provider`\n\n```ts\nconst { data } = await client.getProviderSetup({\n  org_id: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"provider\": \"babelforce\",\n  \"org_id\": \"string\",\n  \"ready\": true,\n  \"tenant\": {\n    \"id\": \"string\",\n    \"name\": \"string\",\n    \"org_key\": \"string\",\n    \"created_at\": \"1970-01-01T00:00:00.000Z\"\n  },\n  \"scim\": {\n    \"configured\": true,\n    \"roles_enabled\": true\n  },\n  \"sso\": {\n    \"configured\": true,\n    \"identity_client_id\": \"string\",\n    \"configured_at\": \"1970-01-01T00:00:00.000Z\"\n  },\n  \"last_setup_by\": \"string\"\n}\n```\n\n</details>\n\n---\n\n### `setupProvider`\n\nPrepares the telephony provider for an organization, idempotently and in order: the provider\ntenant (Babelforce sub-account keyed by the organization id), its SCIM configuration with role\nmanagement o\n\n`POST /v1/operator/organizations/{org_id}/provider:setup`\n\n```ts\nconst { data } = await client.setupProvider(\n  {\n    org_id: 'example',\n  },\n  {\n    account_name: 'string',\n    identity_client_id: 'string',\n    identity_client_secret: 'stringstring'\n  },\n)\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"provider\": \"babelforce\",\n  \"org_id\": \"string\",\n  \"ready\": true,\n  \"tenant\": {\n    \"id\": \"string\",\n    \"name\": \"string\",\n    \"org_key\": \"string\",\n    \"created_at\": \"1970-01-01T00:00:00.000Z\"\n  },\n  \"scim\": {\n    \"configured\": true,\n    \"roles_enabled\": true\n  },\n  \"sso\": {\n    \"configured\": true,\n    \"identity_client_id\": \"string\",\n    \"configured_at\": \"1970-01-01T00:00:00.000Z\"\n  },\n  \"last_setup_by\": \"string\"\n}\n```\n\n</details>\n\n---\n\n## Schemas\n\n### `ManagerStatus`\n\n```ts\ntype ManagerStatus = {\n  provider: \"babelforce\"\n  ready: boolean\n  reasons: \"provider_tenant_missing\" | \"sso_not_configured\" | \"scim_not_configured\" | \"identity_enablement_missing\"[]\n}\n```\n\n### `PhoneAgent`\n\n```ts\ntype PhoneAgent = {\n  user_id: string\n  email: string\n  display_name?: string\n  status: \"active\" | \"pending\" | \"disabled\" | \"missing_provider\" | \"missing_role\"\n  provider_user_id?: string\n  provider_roles?: string[]\n  assigned_at?: string // date-time\n  assigned_by?: string\n}\n```\n\n### `AssignPhoneAgentRequest`\n\n```ts\ntype AssignPhoneAgentRequest = {\n  user_id: string\n}\n```\n\n### `ProviderSetup`\n\n```ts\ntype ProviderSetup = {\n  provider: \"babelforce\"\n  org_id: string\n  ready: boolean\n  tenant: {\n    id: string\n    name: string\n    org_key: string\n    created_at?: string // date-time\n  }\n  scim: {\n    configured: boolean\n    roles_enabled: boolean\n  }\n  sso: {\n    configured: boolean\n    identity_client_id?: string\n    configured_at?: string // date-time\n  }\n  last_setup_by?: string\n}\n```\n\n### `ProviderSetupSummary`\n\nOne organization's provider setup, as listed in the overview (no live SCIM or SSO reads).\n\n```ts\ntype ProviderSetupSummary = {\n  org_id: string\n  provider: \"babelforce\"\n  ready: boolean\n  setup_recorded: boolean\n  tenant: {\n    id: string\n    name: string\n    org_key: string\n  }\n  sso_identity_client_id?: string\n  last_setup_by?: string\n  updated_at?: string // date-time\n}\n```\n\n### `ProviderSetupRequest`\n\n```ts\ntype ProviderSetupRequest = {\n  account_name?: string\n  identity_client_id: string\n  identity_client_secret: string\n}\n```\n\n### `CustomerBatchSearchResult`\n\n```ts\ntype CustomerBatchSearchResult = {\n  results: Array<{\n    identifier: {\n      type: { ... }\n      value: { ... }\n    }\n    status: \"found\" | \"not_found\" | \"ambiguous\" | \"invalid\" | \"error\"\n    customer?: {\n      id: { ... }\n      name: { ... }\n      customer_number?: { ... }\n    }\n  }>\n}\n```\n\n### `CustomerSearchResult`\n\n```ts\ntype CustomerSearchResult = {\n  identifier: {\n    type: \"id\" | \"customer_number\" | \"external_id\" | \"phone_number\" | \"email\"\n    value: string\n  }\n  status: \"found\" | \"not_found\" | \"ambiguous\" | \"invalid\" | \"error\"\n  customer?: {\n    id: string\n    name: string\n    customer_number?: string\n  }\n}\n```\n\n### `CustomerIdentifier`\n\n```ts\ntype CustomerIdentifier = {\n  type: \"id\" | \"customer_number\" | \"external_id\" | \"phone_number\" | \"email\"\n  value: string\n}\n```\n\n### `CustomerSummary`\n\nPresent when `status` is `found`\n\n```ts\ntype CustomerSummary = {\n  id: string\n  name: string\n  customer_number?: string\n}\n```\n\n### `AgentState`\n\nThe agent's live line state as the provider reports it, plus `busy` for anyone who cannot take a\nqueue call for a reason other than a call: on a presence that takes no calls (e.g. Busy, Break),\nwithout a presence, or disabled at the provider; `busy` also covers the provider's busy line\nstate. `unkno\n\n```ts\ntype AgentState = \"available\" | \"ringing\" | \"in_call\" | \"wrap_up\" | \"busy\" | \"declined\" | \"unreachable\" | \"selected\" | \"offline\" | \"unknown\"\n```\n\n### `AgentPresence`\n\nThe provider presence the agent has selected (e.g. Available, Break, Meeting)\n\n```ts\ntype AgentPresence = {\n  name: string\n  label: string\n  available: boolean\n}\n```\n\n### `AgentPresenceRequest`\n\n```ts\ntype AgentPresenceRequest = {\n  presence: string\n}\n```\n\n### `AgentPresenceChange`\n\n```ts\ntype AgentPresenceChange = {\n  provider_agent_id: string\n  presence: {\n    name: string\n    label: string\n    available: boolean\n  }\n}\n```\n\n### `Skill`\n\nA skill as the phone system holds it (Babelforce: an agent tag). epilot's convention for skills is\n`<skill category>:`<label>`` (e.g. `language:german`), which the control center shows as\n\"Category · Label\"; a skill without a colon has no category.\n\n\n```ts\ntype Skill = string\n```\n\n### `QueueRef`\n\n```ts\ntype QueueRef = {\n  id: string\n  name: string\n}\n```\n\n### `PersonRef`\n\nAn agent as a routing step names them\n\n```ts\ntype PersonRef = {\n  provider_agent_id: string\n  user_id?: string\n  name: string\n}\n```\n\n### `EligibilityPath`\n\nHow an agent can take a queue's calls:\n- `skill`: the queue routes to people with a skill the agent has (changes with the agent's skills);\n- `direct`: a step of the queue names the agent, the epilot-managed one or one set up in the phone\n  system; the control center can take them off the queue;\n- `r\n\n```ts\ntype EligibilityPath = \"skill\" | \"direct\" | \"routing\"\n```\n\n### `AgentQueueEligibility`\n\nA queue an agent can take calls from, and why\n\n```ts\ntype AgentQueueEligibility = {\n  id: string\n  name: string\n  via: \"skill\" | \"direct\" | \"routing\"[]\n  skills: string[]\n  locked: boolean\n}\n```\n\n### `LiveAgent`\n\n```ts\ntype LiveAgent = {\n  provider_agent_id: string\n  user_id?: string\n  name: string\n  email?: string\n  enabled: boolean\n  state: \"available\" | \"ringing\" | \"in_call\" | \"wrap_up\" | \"busy\" | \"declined\" | \"unreachable\" | \"selected\" | \"offline\" | \"unknown\"\n  presence?: {\n    name: string\n    label: string\n    available: boolean\n  }\n  display_status?: string\n  skills: string[]\n  queues: Array<{\n    id: string\n    name: string\n    via: \"skill\" | \"direct\" | \"routing\"[]\n    skills: string[]\n    locked: boolean\n  }>\n  current_call?: {\n    started_at: string // date-time\n    queue_name?: string\n  }\n}\n```\n\n### `LiveAgentCounters`\n\nPresence counters over the organization's agents\n\n```ts\ntype LiveAgentCounters = {\n  total: number\n  online: number\n  available: number\n  on_call: number\n  wrap_up: number\n  offline: number\n}\n```\n\n### `QueueHealth`\n\n`at_risk`: a waiting caller has no agent to take them: every caller not yet with an agent needs\ntheir own eligible agent who is available or being rung, one agent counting once across the\nqueues of the same answer (so three callers and one free agent, or two queues sharing one free\nagent, are at ris\n\n```ts\ntype QueueHealth = \"healthy\" | \"at_risk\" | \"quiet\"\n```\n\n### `QueueLive`\n\nLive demand and staffing of one queue\n\n```ts\ntype QueueLive = {\n  id: string\n  name: string\n  waiting: number\n  longest_wait_seconds?: number\n  expected_wait_seconds?: number\n  eligible: number\n  available: number\n  health: \"healthy\" | \"at_risk\" | \"quiet\"\n}\n```\n\n### `LiveSnapshot`\n\n```ts\ntype LiveSnapshot = {\n  captured_at: string // date-time\n  agents: {\n    total: number\n    online: number\n    available: number\n    on_call: number\n    wrap_up: number\n    offline: number\n  }\n  queues: Array<{\n    id: string\n    name: string\n    waiting: number\n    longest_wait_seconds?: number\n    expected_wait_seconds?: number\n    eligible: number\n    available: number\n    health: \"healthy\" | \"at_risk\" | \"quiet\"\n  }>\n  calls_waiting: number\n  longest_wait_seconds?: number\n  expected_wait_seconds?: number\n}\n```\n\n### `QueueRoutingStep`\n\nOne step of who can take a queue's calls, in the order the phone system tries them. A step\noffers calls to the people it names and to everyone with any of its skills. Teams set up in the\nphone system appear as the people they contain (`team_members`). The epilot-managed step holds\nthe people added f\n\n```ts\ntype QueueRoutingStep = {\n  id: string\n  order: number\n  label: string\n  enabled: boolean\n  skills: string[]\n  people: Array<{\n    provider_agent_id: string\n    user_id?: string\n    name: string\n  }>\n  team_members: string[]\n  managed_by_epilot: boolean\n}\n```\n\n### `QueueOverview`\n\n```ts\ntype QueueOverview = {\n  id: string\n  name: string\n  waiting: number\n  longest_wait_seconds?: number\n  expected_wait_seconds?: number\n  eligible: number\n  available: number\n  health: \"healthy\" | \"at_risk\" | \"quiet\"\n  numbers?: string[]\n  routing: Array<{\n    id: string\n    order: number\n    label: string\n    enabled: boolean\n    skills: string[]\n    people: Array<{\n      provider_agent_id: { ... }\n      user_id?: { ... }\n      name: { ... }\n    }>\n    team_members: string[]\n    managed_by_epilot: boolean\n  }>\n}\n```\n\n### `EligibleAgent`\n\nAn agent who can take the queue's calls, with live status\n\n```ts\ntype EligibleAgent = {\n  provider_agent_id: string\n  user_id?: string\n  name: string\n  email?: string\n  state: \"available\" | \"ringing\" | \"in_call\" | \"wrap_up\" | \"busy\" | \"declined\" | \"unreachable\" | \"selected\" | \"offline\" | \"unknown\"\n  presence?: {\n    name: string\n    label: string\n    available: boolean\n  }\n  via: \"skill\" | \"direct\" | \"routing\"[]\n  skills: string[]\n}\n```\n\n### `WaitingCall`\n\n```ts\ntype WaitingCall = {\n  id: string\n  from_masked?: string\n  contact?: {\n    id: string\n    name: string\n  }\n  waited_seconds: number\n  state: string\n}\n```\n\n### `QueueDetail`\n\n```ts\ntype QueueDetail = {\n  captured_at: string // date-time\n  eligible_agents: Array<{\n    provider_agent_id: string\n    user_id?: string\n    name: string\n    email?: string\n    state: \"available\" | \"ringing\" | \"in_call\" | \"wrap_up\" | \"busy\" | \"declined\" | \"unreachable\" | \"selected\" | \"offline\" | \"unknown\"\n    presence?: {\n      name: { ... }\n      label: { ... }\n      available: { ... }\n    }\n    via: \"skill\" | \"direct\" | \"routing\"[]\n    skills: string[]\n  }>\n  waiting_calls: Array<{\n    id: string\n    from_masked?: string\n    contact?: {\n      id: { ... }\n      name: { ... }\n    }\n    waited_seconds: number\n    state: string\n  }>\n}\n```\n\n### `AgentRoutingRequest`\n\n```ts\ntype AgentRoutingRequest = {\n  skills: string[]\n  queue_ids: string[]\n  include_own_steps?: boolean\n}\n```\n\n### `AgentRouting`\n\n```ts\ntype AgentRouting = {\n  provider_agent_id: string\n  skills: string[]\n  queues: Array<{\n    id: string\n    name: string\n    via: \"skill\" | \"direct\" | \"routing\"[]\n    skills: string[]\n    locked: boolean\n  }>\n}\n```\n\n### `AgentRoutingPreview`\n\n```ts\ntype AgentRoutingPreview = {\n  provider_agent_id: string\n  before: Array<{\n    id: string\n    name: string\n  }>\n  after: Array<{\n    id: string\n    name: string\n  }>\n  added: Array<{\n    id: string\n    name: string\n  }>\n  removed: Array<{\n    id: string\n    name: string\n  }>\n  coverage_lost: Array<{\n    id: string\n    name: string\n  }>\n  locked: Array<{\n    id: string\n    name: string\n  }>\n}\n```\n\n### `CallReport`\n\n```ts\ntype CallReport = {\n  from: string // date-time\n  to: string // date-time\n  inbound_total: number\n  handled_by_agent: number\n  abandoned_or_failed: number\n  previous_period: {\n    from: string // date-time\n    to: string // date-time\n    inbound_total: number\n  }\n}\n```\n\n### `QueuePerformance`\n\n```ts\ntype QueuePerformance = {\n  queue: {\n    id: string\n    name: string\n  }\n  inbound_total: number\n  handled_by_agent: number\n  abandoned_or_failed: number\n  abandon_rate_percent: number\n  average_wait_seconds?: number\n}\n```\n\n### `QueuePerformanceReport`\n\n```ts\ntype QueuePerformanceReport = {\n  from: string // date-time\n  to: string // date-time\n  results: Array<{\n    queue: {\n      id: { ... }\n      name: { ... }\n    }\n    inbound_total: number\n    handled_by_agent: number\n    abandoned_or_failed: number\n    abandon_rate_percent: number\n    average_wait_seconds?: number\n  }>\n}\n```\n\n### `SkillCatalogueEntry`\n\n```ts\ntype SkillCatalogueEntry = {\n  tag: string\n  source: \"epilot\" | \"provider\"\n  created_at?: string // date-time\n  created_by?: string\n}\n```\n\n### `SkillCatalogue`\n\n```ts\ntype SkillCatalogue = {\n  results: Array<{\n    tag: string\n    source: \"epilot\" | \"provider\"\n    created_at?: string // date-time\n    created_by?: string\n  }>\n}\n```\n\n### `CreateSkillRequest`\n\n```ts\ntype CreateSkillRequest = {\n  tag: string\n}\n```\n\n### `SkillDeletion`\n\n```ts\ntype SkillDeletion = {\n  tag: string\n  agents_updated: number\n  queues_updated: number\n}\n```\n\n### `QueueSkillChange`\n\n```ts\ntype QueueSkillChange = {\n  queue: {\n    id: string\n    name: string\n  }\n  tag: string\n  accepted: boolean\n  step?: {\n    id: string\n    label: string\n  }\n}\n```\n\n### `ErrorResponse`\n\n```ts\ntype ErrorResponse = {\n  status: number\n  error: string\n  code?: string\n}\n```\n\n### `KpiPeriod`\n\nThe KPI window, in the organization's phone system time zone: today, yesterday, this week\n(since Monday), last week (Monday to Monday), last 7 / 30 days (seven / thirty calendar days\nincluding today), this month, last month; `custom` is the window `from`/`to` of the request.\n\n\n```ts\ntype KpiPeriod = \"today\" | \"yesterday\" | \"this_week\" | \"last_week\" | \"last_7_days\" | \"last_30_days\" | \"this_month\" | \"last_month\" | \"custom\"\n```\n\n### `LiveKpis`\n\nEvery KPI is absent when the phone system cannot tell it.\n\n```ts\ntype LiveKpis = {\n  captured_at: string // date-time\n  period: \"today\" | \"yesterday\" | \"this_week\" | \"last_week\" | \"last_7_days\" | \"last_30_days\" | \"this_month\" | \"last_month\" | \"custom\"\n  calls_total?: number\n  answered_total?: number\n  abandoned_total?: number\n  abandon_rate_percent?: number\n  average_wait_seconds?: number\n  longest_wait_seconds?: number\n  average_talk_seconds?: number\n  average_handle_seconds?: number\n  average_hold_seconds?: number\n}\n```\n\n### `AgentPerformance`\n\n```ts\ntype AgentPerformance = {\n  provider_agent_id?: string\n  user_id?: string\n  name: string\n  calls_handled: number\n  outbound_calls?: number\n  talk_seconds_total: number\n  talk_seconds_average: number\n  hold_seconds_total?: number\n  wrap_up_seconds_average?: number\n  handle_seconds_average: number\n}\n```\n\n### `AgentPerformanceReport`\n\n```ts\ntype AgentPerformanceReport = {\n  from: string // date-time\n  to: string // date-time\n  results: Array<{\n    provider_agent_id?: string\n    user_id?: string\n    name: string\n    calls_handled: number\n    outbound_calls?: number\n    talk_seconds_total: number\n    talk_seconds_average: number\n    hold_seconds_total?: number\n    wrap_up_seconds_average?: number\n    handle_seconds_average: number\n  }>\n}\n```\n\n### `MissedCallCaller`\n\n```ts\ntype MissedCallCaller = {\n  anonymous: boolean\n  number_masked?: string\n  contact?: {\n    id: string\n    name: string\n  }\n}\n```\n\n### `MissedCallCallback`\n\n```ts\ntype MissedCallCallback = {\n  state: \"queued\" | \"ringing\" | \"in_progress\" | \"completed\" | \"failed\" | \"canceled\" | \"unknown\"\n  requested_at: string // date-time\n  requested_by?: string\n  queue?: {\n    id: string\n    name: string\n  }\n  callback_call_id?: string\n}\n```\n\n### `MissedCallCallbackRequest`\n\n```ts\ntype MissedCallCallbackRequest = {\n  queue_id?: string\n}\n```\n\n### `MissedCall`\n\n```ts\ntype MissedCall = {\n  call_id: string\n  last_missed_at: string // date-time\n  first_missed_at?: string // date-time\n  attempts: number\n  queue?: {\n    id: string\n    name: string\n  }\n  longest_wait_seconds?: number\n  caller: {\n    anonymous: boolean\n    number_masked?: string\n    contact?: {\n      id: { ... }\n      name: { ... }\n    }\n  }\n  resolved: boolean\n  can_call_back: boolean\n  callback?: {\n    state: \"queued\" | \"ringing\" | \"in_progress\" | \"completed\" | \"failed\" | \"canceled\" | \"unknown\"\n    requested_at: string // date-time\n    requested_by?: string\n    queue?: {\n      id: { ... }\n      name: { ... }\n    }\n    callback_call_id?: string\n  }\n}\n```\n\n### `MissedCallList`\n\n```ts\ntype MissedCallList = {\n  from: string // date-time\n  to: string // date-time\n  results: Array<{\n    call_id: string\n    last_missed_at: string // date-time\n    first_missed_at?: string // date-time\n    attempts: number\n    queue?: {\n      id: { ... }\n      name: { ... }\n    }\n    longest_wait_seconds?: number\n    caller: {\n      anonymous: { ... }\n      number_masked?: { ... }\n      contact?: { ... }\n    }\n    resolved: boolean\n    can_call_back: boolean\n    callback?: {\n      state: { ... }\n      requested_at: { ... }\n      requested_by?: { ... }\n      queue?: { ... }\n      callback_call_id?: { ... }\n    }\n  }>\n}\n```\n\n### `AgentActivityEvent`\n\n```ts\ntype AgentActivityEvent = {\n  at: string // date-time\n  kind: \"presence\" | \"call\" | \"state\" | \"other\"\n  presence?: {\n    name: string\n    label: string\n    available: boolean\n  }\n  call?: {\n    call_id?: string\n    direction?: \"inbound\" | \"outbound\"\n    queue_name?: string\n    duration_seconds?: number\n  }\n  description?: string\n}\n```\n\n### `AgentPresenceTotal`\n\n```ts\ntype AgentPresenceTotal = {\n  presence: {\n    name: string\n    label: string\n    available: boolean\n  }\n  seconds: number\n}\n```\n\n### `AgentActivity`\n\n```ts\ntype AgentActivity = {\n  provider_agent_id: string\n  from: string // date-time\n  to: string // date-time\n  events: Array<{\n    at: string // date-time\n    kind: \"presence\" | \"call\" | \"state\" | \"other\"\n    presence?: {\n      name: { ... }\n      label: { ... }\n      available: { ... }\n    }\n    call?: {\n      call_id?: { ... }\n      direction?: { ... }\n      queue_name?: { ... }\n      duration_seconds?: { ... }\n    }\n    description?: string\n  }>\n  presence_totals: Array<{\n    presence: {\n      name: { ... }\n      label: { ... }\n      available: { ... }\n    }\n    seconds: number\n  }>\n  calls_handled: number\n}\n```\n\n### `QueueSettingsUpdate`\n\n```ts\ntype QueueSettingsUpdate = {\n  max_size: number\n  ring_timeout_seconds: number\n  wrap_up_seconds: number\n  max_dial_count: number\n}\n```\n\n### `QueueSettings`\n\n```ts\ntype QueueSettings = {\n  queue_id: string\n  name: string\n  max_size: number\n  ring_timeout_seconds: number\n  wrap_up_seconds: number\n  max_dial_count: number\n}\n```\n\n### `WrapUpTimes`\n\n```ts\ntype WrapUpTimes = {\n  busy_seconds: number\n  unreachable_seconds: number\n  declined_seconds: number\n}\n```\n\n### `CallHandlingSettings`\n\n```ts\ntype CallHandlingSettings = {\n  wrap_up: {\n    inbound_cancel_allowed: boolean\n    inbound_extend_allowed: boolean\n    inbound_max_extension_seconds: number\n    outbound_enabled: boolean\n    outbound_cancel_allowed: boolean\n    outbound_extend_allowed: boolean\n    outbound_max_extension_seconds: number\n    outbound_calls_allowed: boolean\n  }\n  after_unsuccessful_inbound: {\n    busy_seconds: number\n    unreachable_seconds: number\n    declined_seconds: number\n  }\n  after_unsuccessful_outbound: {\n    busy_seconds: number\n    unreachable_seconds: number\n    declined_seconds: number\n  }\n  recording: {\n    always_record_outbound: boolean\n    agents_may_delete: boolean\n    hide_recording_controls: boolean\n  }\n}\n```\n"
+"# Phone Integration API\n\n- **Base URL:** `https://phone-integration-api.sls.epilot.io`\n- **Full API Docs:** [https://docs.epilot.io/api/phone-integration](https://docs.epilot.io/api/phone-integration)\n\n## Usage\n\n```ts\nimport { epilot } from '@epilot/sdk'\n\nepilot.authorize(() => '<token>')\nconst { data } = await epilot.phoneIntegration.batchSearchCustomers(...)\n```\n\n### Tree-shakeable import\n\n```ts\nimport { getClient, authorize } from '@epilot/sdk/phone-integration'\n\nconst phoneIntegrationClient = getClient()\nauthorize(phoneIntegrationClient, () => '<token>')\nconst { data } = await phoneIntegrationClient.batchSearchCustomers(...)\n```\n\n## Operations\n\n**phone-integration**\n- [`batchSearchCustomers`](#batchsearchcustomers)\n- [`getActiveCall`](#getactivecall)\n- [`reportActiveCall`](#reportactivecall)\n- [`clearActiveCall`](#clearactivecall)\n\n**manager**\n- [`getManagerStatus`](#getmanagerstatus)\n- [`listPhoneAgents`](#listphoneagents)\n- [`assignPhoneAgent`](#assignphoneagent)\n- [`removePhoneAgent`](#removephoneagent)\n- [`getLiveSnapshot`](#getlivesnapshot)\n- [`listLiveAgents`](#listliveagents)\n- [`setAgentRouting`](#setagentrouting)\n- [`previewAgentRouting`](#previewagentrouting)\n- [`setAgentPresence`](#setagentpresence)\n- [`listAgentPresences`](#listagentpresences)\n- [`listQueues`](#listqueues)\n- [`getQueue`](#getqueue)\n- [`getCallReport`](#getcallreport)\n- [`getLiveKpis`](#getlivekpis)\n- [`getAgentPerformance`](#getagentperformance)\n- [`listMissedCalls`](#listmissedcalls)\n- [`requestMissedCallCallback`](#requestmissedcallcallback)\n- [`getAgentActivity`](#getagentactivity)\n- [`getQueueSettings`](#getqueuesettings)\n- [`setQueueSettings`](#setqueuesettings)\n- [`getCallHandlingSettings`](#getcallhandlingsettings)\n- [`setCallHandlingSettings`](#setcallhandlingsettings)\n- [`getQueuePerformance`](#getqueueperformance)\n- [`listSkills`](#listskills)\n- [`createSkill`](#createskill)\n- [`deleteSkill`](#deleteskill)\n- [`setQueueSkill`](#setqueueskill)\n- [`removeQueueSkill`](#removequeueskill)\n\n**operator**\n- [`listProviderSetups`](#listprovidersetups)\n- [`getProviderSetup`](#getprovidersetup)\n- [`setupProvider`](#setupprovider)\n\n**Schemas**\n- [`ManagerStatus`](#managerstatus)\n- [`PhoneAgent`](#phoneagent)\n- [`AssignPhoneAgentRequest`](#assignphoneagentrequest)\n- [`ProviderSetup`](#providersetup)\n- [`ProviderSetupSummary`](#providersetupsummary)\n- [`ProviderSetupRequest`](#providersetuprequest)\n- [`CustomerBatchSearchResult`](#customerbatchsearchresult)\n- [`CustomerSearchResult`](#customersearchresult)\n- [`CustomerIdentifier`](#customeridentifier)\n- [`CustomerSummary`](#customersummary)\n- [`ActiveCall`](#activecall)\n- [`ActiveCallReport`](#activecallreport)\n- [`AgentState`](#agentstate)\n- [`AgentPresence`](#agentpresence)\n- [`AgentPresenceRequest`](#agentpresencerequest)\n- [`AgentPresenceChange`](#agentpresencechange)\n- [`Skill`](#skill)\n- [`QueueRef`](#queueref)\n- [`PersonRef`](#personref)\n- [`EligibilityPath`](#eligibilitypath)\n- [`AgentQueueEligibility`](#agentqueueeligibility)\n- [`LiveAgent`](#liveagent)\n- [`LiveAgentCounters`](#liveagentcounters)\n- [`QueueHealth`](#queuehealth)\n- [`QueueLive`](#queuelive)\n- [`LiveSnapshot`](#livesnapshot)\n- [`QueueRoutingStep`](#queueroutingstep)\n- [`QueueOverview`](#queueoverview)\n- [`EligibleAgent`](#eligibleagent)\n- [`WaitingCall`](#waitingcall)\n- [`QueueDetail`](#queuedetail)\n- [`AgentRoutingRequest`](#agentroutingrequest)\n- [`AgentRouting`](#agentrouting)\n- [`AgentRoutingPreview`](#agentroutingpreview)\n- [`CallReport`](#callreport)\n- [`QueuePerformance`](#queueperformance)\n- [`QueuePerformanceReport`](#queueperformancereport)\n- [`SkillCatalogueEntry`](#skillcatalogueentry)\n- [`SkillCatalogue`](#skillcatalogue)\n- [`CreateSkillRequest`](#createskillrequest)\n- [`SkillDeletion`](#skilldeletion)\n- [`QueueSkillChange`](#queueskillchange)\n- [`ErrorResponse`](#errorresponse)\n- [`KpiPeriod`](#kpiperiod)\n- [`LiveKpis`](#livekpis)\n- [`AgentPerformance`](#agentperformance)\n- [`AgentPerformanceReport`](#agentperformancereport)\n- [`MissedCallCaller`](#missedcallcaller)\n- [`MissedCallCallback`](#missedcallcallback)\n- [`MissedCallCallbackRequest`](#missedcallcallbackrequest)\n- [`MissedCall`](#missedcall)\n- [`MissedCallList`](#missedcalllist)\n- [`AgentActivityEvent`](#agentactivityevent)\n- [`AgentPresenceTotal`](#agentpresencetotal)\n- [`AgentActivity`](#agentactivity)\n- [`QueueSettingsUpdate`](#queuesettingsupdate)\n- [`QueueSettings`](#queuesettings)\n- [`WrapUpTimes`](#wrapuptimes)\n- [`CallHandlingSettings`](#callhandlingsettings)\n\n### `batchSearchCustomers`\n\nResolves up to 50 identifiers to epilot customers (Contacts) in one\nrequest — for example every number in an agent's call history.\n\n`GET /v1/customer:batchSearch`\n\n```ts\nconst { data } = await client.batchSearchCustomers({\n  id: ['...'],\n  customer_number: ['...'],\n  external_id: ['...'],\n  phone_number: ['...'],\n  email: ['...'],\n  x-trace-id: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"results\": [\n    {\n      \"identifier\": {\n        \"type\": \"id\",\n        \"value\": \"+4917012345678\"\n      },\n      \"status\": \"found\",\n      \"customer\": {\n        \"id\": \"dba8e5f9-8b3f-4608-b887-cd0798fce624\",\n        \"name\": \"Max Mustermann\",\n        \"customer_number\": \"4711\"\n      }\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `getActiveCall`\n\nWhether the signed-in user is on a phone call right now, and which conversation it is. The\nanswer is about the caller only (the user of the bearer token).\n\n`GET /v1/calls/active`\n\n```ts\nconst { data } = await client.getActiveCall()\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"on_call\": true,\n  \"conversation_id\": \"01KW704DAM1PM5SDGKFDY9BNK0\",\n  \"started_at\": \"1970-01-01T00:00:00.000Z\",\n  \"source\": \"softphone\",\n  \"expires_at\": \"1970-01-01T00:00:00.000Z\"\n}\n```\n\n</details>\n\n---\n\n### `reportActiveCall`\n\nReports the call the signed-in user is on. Sent by the epilot 360 phone when a call is\nanswered and again every 30 seconds while it lasts: a report is valid for 2 minutes\n(`expires_at`), so a phone th\n\n`PUT /v1/calls/active`\n\n```ts\nconst { data } = await client.reportActiveCall(\n  null,\n  {\n    conversation_id: '01KW704DAM1PM5SDGKFDY9BNK0',\n    started_at: '2026-11-10T10:00:00.000Z'\n  },\n)\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"on_call\": true,\n  \"conversation_id\": \"01KW704DAM1PM5SDGKFDY9BNK0\",\n  \"started_at\": \"1970-01-01T00:00:00.000Z\",\n  \"source\": \"softphone\",\n  \"expires_at\": \"1970-01-01T00:00:00.000Z\"\n}\n```\n\n</details>\n\n---\n\n### `clearActiveCall`\n\nClears the signed-in user's reported call, when their part of it ended (hung up, or handed\nover to another agent). With `conversation_id`, only a report of that conversation is\ncleared, so a late \"cal\n\n`DELETE /v1/calls/active`\n\n```ts\nconst { data } = await client.clearActiveCall({\n  conversation_id: 'example',\n})\n```\n\n---\n\n### `getManagerStatus`\n\nWhether the caller's organization is ready for phone agents: the telephony provider tenant\nexists and is configured. The control center shows a \"not set up\" state when `ready` is false.\nRequires `phon\n\n`GET /v1/manager/status`\n\n```ts\nconst { data } = await client.getManagerStatus()\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"provider\": \"babelforce\",\n  \"ready\": true,\n  \"reasons\": [\"provider_tenant_missing\"]\n}\n```\n\n</details>\n\n---\n\n### `listPhoneAgents`\n\nOrganization members who hold the phone (`phone:use`), each joined with the provider user behind\nthem. Requires `phone:manage`.\n\n`GET /v1/manager/agents`\n\n```ts\nconst { data } = await client.listPhoneAgents()\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"results\": [\n    {\n      \"user_id\": \"string\",\n      \"email\": \"string\",\n      \"display_name\": \"string\",\n      \"status\": \"active\",\n      \"provider_user_id\": \"string\",\n      \"provider_roles\": [\"string\"],\n      \"assigned_at\": \"1970-01-01T00:00:00.000Z\",\n      \"assigned_by\": \"string\"\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `assignPhoneAgent`\n\nGives an organization member the phone. In order: the member is verified with user-api, their\npairwise subject for the provider is read from identity-api, the provider user is created (or\nfound) bound\n\n`POST /v1/manager/agents`\n\n```ts\nconst { data } = await client.assignPhoneAgent(\n  null,\n  {\n    user_id: 'string'\n  },\n)\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"user_id\": \"string\",\n  \"email\": \"string\",\n  \"display_name\": \"string\",\n  \"status\": \"active\",\n  \"provider_user_id\": \"string\",\n  \"provider_roles\": [\"string\"],\n  \"assigned_at\": \"1970-01-01T00:00:00.000Z\",\n  \"assigned_by\": \"string\"\n}\n```\n\n</details>\n\n---\n\n### `removePhoneAgent`\n\nTakes the phone away from a member: the `phone_agent` role is removed first, then the provider\nuser is deactivated (never deleted: call history keeps referring to it). Requires `phone:manage`.\n\n`DELETE /v1/manager/agents/{user_id}`\n\n```ts\nconst { data } = await client.removePhoneAgent({\n  user_id: 'example',\n})\n```\n\n---\n\n### `getLiveSnapshot`\n\nOne snapshot of the organization's live phone state for the control center's Overview: agent\npresence counters and per-queue health (waiting calls, longest wait, eligible vs available\nagents). The pro\n\n`GET /v1/manager/live`\n\n```ts\nconst { data } = await client.getLiveSnapshot()\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"captured_at\": \"1970-01-01T00:00:00.000Z\",\n  \"agents\": {\n    \"total\": 0,\n    \"online\": 0,\n    \"available\": 0,\n    \"on_call\": 0,\n    \"wrap_up\": 0,\n    \"offline\": 0\n  },\n  \"queues\": [\n    {\n      \"id\": \"string\",\n      \"name\": \"string\",\n      \"waiting\": 0,\n      \"longest_wait_seconds\": 0,\n      \"expected_wait_seconds\": 0,\n      \"eligible\": 0,\n      \"available\": 0,\n      \"health\": \"healthy\"\n    }\n  ],\n  \"calls_waiting\": 0,\n  \"longest_wait_seconds\": 0,\n  \"expected_wait_seconds\": 0\n}\n```\n\n</details>\n\n---\n\n### `listLiveAgents`\n\nThe organization's phone agents with their live phone status, their skills (as the phone system\nholds them) and the queues they can take calls from. Agents that are epilot phone agents carry\nthe epilo\n\n`GET /v1/manager/agents/live`\n\n```ts\nconst { data } = await client.listLiveAgents()\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"captured_at\": \"1970-01-01T00:00:00.000Z\",\n  \"results\": [\n    {\n      \"provider_agent_id\": \"string\",\n      \"user_id\": \"string\",\n      \"name\": \"string\",\n      \"email\": \"string\",\n      \"enabled\": true,\n      \"state\": \"available\",\n      \"presence\": {\n        \"name\": \"string\",\n        \"label\": \"string\",\n        \"available\": true\n      },\n      \"display_status\": \"string\",\n      \"skills\": [\"string\"],\n      \"queues\": [\n        {\n          \"id\": \"string\",\n          \"name\": \"string\",\n          \"via\": [\"skill\"],\n          \"skills\": [\"string\"],\n          \"locked\": true\n        }\n      ],\n      \"current_call\": {\n        \"started_at\": \"1970-01-01T00:00:00.000Z\",\n        \"queue_name\": \"string\"\n      }\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `setAgentRouting`\n\nSets an agent's skills and direct queue membership (full sets, not deltas), in this order:\n1. Skills: the agent's skills in the phone system are replaced by `skills` (lowercased, see\n   `Skill`), so t\n\n`PUT /v1/manager/agents/{provider_agent_id}/routing`\n\n```ts\nconst { data } = await client.setAgentRouting(\n  {\n    provider_agent_id: 'example',\n  },\n  {\n    skills: ['string'],\n    queue_ids: ['string'],\n    include_own_steps: false\n  },\n)\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"provider_agent_id\": \"string\",\n  \"skills\": [\"string\"],\n  \"queues\": [\n    {\n      \"id\": \"string\",\n      \"name\": \"string\",\n      \"via\": [\"skill\"],\n      \"skills\": [\"string\"],\n      \"locked\": true\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `previewAgentRouting`\n\nThe routing impact of `setAgentRouting` with the same body, without changing anything: the\nqueues the agent can take calls from now (as the phone system routes today) and after the\nchange, what is add\n\n`POST /v1/manager/agents/{provider_agent_id}/routing:preview`\n\n```ts\nconst { data } = await client.previewAgentRouting(\n  {\n    provider_agent_id: 'example',\n  },\n  {\n    skills: ['string'],\n    queue_ids: ['string'],\n    include_own_steps: false\n  },\n)\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"provider_agent_id\": \"string\",\n  \"before\": [\n    {\n      \"id\": \"string\",\n      \"name\": \"string\"\n    }\n  ],\n  \"after\": [\n    {\n      \"id\": \"string\",\n      \"name\": \"string\"\n    }\n  ],\n  \"added\": [\n    {\n      \"id\": \"string\",\n      \"name\": \"string\"\n    }\n  ],\n  \"removed\": [\n    {\n      \"id\": \"string\",\n      \"name\": \"string\"\n    }\n  ],\n  \"coverage_lost\": [\n    {\n      \"id\": \"string\",\n      \"name\": \"string\"\n    }\n  ],\n  \"locked\": [\n    {\n      \"id\": \"string\",\n      \"name\": \"string\"\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `setAgentPresence`\n\nPuts the agent on one of the phone system's presences (`listAgentPresences`), as the agent could\nin the phone app. A presence that is not `available` stops queue calls to the agent until it\nchanges ag\n\n`PUT /v1/manager/agents/{provider_agent_id}/presence`\n\n```ts\nconst { data } = await client.setAgentPresence(\n  {\n    provider_agent_id: 'example',\n  },\n  {\n    presence: 'string'\n  },\n)\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"provider_agent_id\": \"string\",\n  \"presence\": {\n    \"name\": \"string\",\n    \"label\": \"string\",\n    \"available\": true\n  }\n}\n```\n\n</details>\n\n---\n\n### `listAgentPresences`\n\nThe presences the organization's agents can be on (e.g. Available, Break, Meeting), as the phone\nsystem defines them. `available` presences let agents take queue calls. Requires `phone:manage`.\n\n`GET /v1/manager/presences`\n\n```ts\nconst { data } = await client.listAgentPresences()\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"results\": [\n    {\n      \"name\": \"string\",\n      \"label\": \"string\",\n      \"available\": true\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `listQueues`\n\nThe organization's queues with live demand (waiting calls, longest wait), staffing (eligible\nvs available agents), derived health and who can take their calls: the routing steps in the\norder the phone\n\n`GET /v1/manager/queues`\n\n```ts\nconst { data } = await client.listQueues()\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"captured_at\": \"1970-01-01T00:00:00.000Z\",\n  \"results\": [\n    {\n      \"id\": \"string\",\n      \"name\": \"string\",\n      \"waiting\": 0,\n      \"longest_wait_seconds\": 0,\n      \"expected_wait_seconds\": 0,\n      \"eligible\": 0,\n      \"available\": 0,\n      \"health\": \"healthy\",\n      \"numbers\": [\"string\"],\n      \"routing\": [\n        {\n          \"id\": \"string\",\n          \"order\": 0,\n          \"label\": \"string\",\n          \"enabled\": true,\n          \"skills\": [\"string\"],\n          \"people\": [\n            {\n              \"provider_agent_id\": \"string\",\n              \"user_id\": \"string\",\n              \"name\": \"string\"\n            }\n          ],\n          \"team_members\": [\"string\"],\n          \"managed_by_epilot\": true\n        }\n      ]\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `getQueue`\n\nOne queue for the control center's queue drawer: the overview fields plus the agents currently\neligible for it (with live status and how they are eligible) and the calls waiting in it.\nRequires `phone\n\n`GET /v1/manager/queues/{queue_id}`\n\n```ts\nconst { data } = await client.getQueue({\n  queue_id: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"id\": \"string\",\n  \"name\": \"string\",\n  \"waiting\": 0,\n  \"longest_wait_seconds\": 0,\n  \"expected_wait_seconds\": 0,\n  \"eligible\": 0,\n  \"available\": 0,\n  \"health\": \"healthy\",\n  \"numbers\": [\"string\"],\n  \"routing\": [\n    {\n      \"id\": \"string\",\n      \"order\": 0,\n      \"label\": \"string\",\n      \"enabled\": true,\n      \"skills\": [\"string\"],\n      \"people\": [\n        {\n          \"provider_agent_id\": \"string\",\n          \"user_id\": \"string\",\n          \"name\": \"string\"\n        }\n      ],\n      \"team_members\": [\"string\"],\n      \"managed_by_epilot\": true\n    }\n  ],\n  \"captured_at\": \"1970-01-01T00:00:00.000Z\",\n  \"eligible_agents\": [\n    {\n      \"provider_agent_id\": \"string\",\n      \"user_id\": \"string\",\n      \"name\": \"string\",\n      \"email\": \"string\",\n      \"state\": \"available\",\n      \"presence\": {\n        \"name\": \"string\",\n        \"label\": \"string\",\n        \"available\": true\n      },\n      \"via\": [\"skill\"],\n      \"skills\": [\"string\"]\n    }\n  ],\n  \"waiting_calls\": [\n    {\n      \"id\": \"string\",\n      \"from_masked\": \"string\",\n      \"contact\": {\n        \"id\": \"string\",\n        \"name\": \"string\"\n      },\n      \"waited_seconds\": 0,\n      \"state\": \"string\"\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `getCallReport`\n\nInbound call outcomes for a period, from the provider's call reporting: how many inbound calls\nthere were, how many an agent handled (bridged) and how many ended without an agent (abandoned\nor failed)\n\n`GET /v1/manager/reporting/calls`\n\n```ts\nconst { data } = await client.getCallReport({\n  from: 'example',\n  to: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"from\": \"1970-01-01T00:00:00.000Z\",\n  \"to\": \"1970-01-01T00:00:00.000Z\",\n  \"inbound_total\": 0,\n  \"handled_by_agent\": 0,\n  \"abandoned_or_failed\": 0,\n  \"previous_period\": {\n    \"from\": \"1970-01-01T00:00:00.000Z\",\n    \"to\": \"1970-01-01T00:00:00.000Z\",\n    \"inbound_total\": 0\n  }\n}\n```\n\n</details>\n\n---\n\n### `getLiveKpis`\n\nService KPIs of the organization's phone team for a period: call counts, abandon rate, waits\nand handling times, from the provider's metrics or, where it has none, its call reporting. A KPI\nthe provid\n\n`GET /v1/manager/live/kpis`\n\n```ts\nconst { data } = await client.getLiveKpis({\n  period: 'example',\n  from: 'example',\n  to: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"captured_at\": \"1970-01-01T00:00:00.000Z\",\n  \"period\": \"today\",\n  \"calls_total\": 0,\n  \"answered_total\": 0,\n  \"abandoned_total\": 0,\n  \"abandon_rate_percent\": 0,\n  \"average_wait_seconds\": 0,\n  \"longest_wait_seconds\": 0,\n  \"average_talk_seconds\": 0,\n  \"average_handle_seconds\": 0,\n  \"average_hold_seconds\": 0\n}\n```\n\n</details>\n\n---\n\n### `getAgentPerformance`\n\nPer-agent performance for a period from the provider's call reporting: calls handled and talk,\nhold, wrap-up and handle times, one row per agent who handled at least one call. Agents that are\nepilot p\n\n`GET /v1/manager/reporting/agents`\n\n```ts\nconst { data } = await client.getAgentPerformance({\n  from: 'example',\n  to: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"from\": \"1970-01-01T00:00:00.000Z\",\n  \"to\": \"1970-01-01T00:00:00.000Z\",\n  \"results\": [\n    {\n      \"provider_agent_id\": \"string\",\n      \"user_id\": \"string\",\n      \"name\": \"string\",\n      \"calls_handled\": 0,\n      \"outbound_calls\": 0,\n      \"talk_seconds_total\": 0,\n      \"talk_seconds_average\": 0,\n      \"hold_seconds_total\": 0,\n      \"wrap_up_seconds_average\": 0,\n      \"handle_seconds_average\": 0\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `listMissedCalls`\n\nCallers who did not reach an agent in a period, newest first, one row per caller: an inbound\ncall (grouped by the provider's session, so transfer legs count once) that ended without being\nbridged to a\n\n`GET /v1/manager/missed-calls`\n\n```ts\nconst { data } = await client.listMissedCalls({\n  from: 'example',\n  to: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"from\": \"1970-01-01T00:00:00.000Z\",\n  \"to\": \"1970-01-01T00:00:00.000Z\",\n  \"results\": [\n    {\n      \"call_id\": \"string\",\n      \"last_missed_at\": \"1970-01-01T00:00:00.000Z\",\n      \"first_missed_at\": \"1970-01-01T00:00:00.000Z\",\n      \"attempts\": 1,\n      \"queue\": {\n        \"id\": \"string\",\n        \"name\": \"string\"\n      },\n      \"longest_wait_seconds\": 0,\n      \"caller\": {\n        \"anonymous\": true,\n        \"number_masked\": \"string\",\n        \"contact\": {\n          \"id\": \"string\",\n          \"name\": \"string\"\n        }\n      },\n      \"resolved\": true,\n      \"can_call_back\": true,\n      \"callback\": {\n        \"state\": \"queued\",\n        \"requested_at\": \"1970-01-01T00:00:00.000Z\",\n        \"requested_by\": \"string\",\n        \"queue\": {\n          \"id\": \"string\",\n          \"name\": \"string\"\n        },\n        \"callback_call_id\": \"string\"\n      }\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `requestMissedCallCallback`\n\nAsks the phone system to call the caller of a missed call back: the provider queues an outbound\ncallback on a queue (the missed call's queue unless `queue_id` names another), so the next\neligible agen\n\n`POST /v1/manager/missed-calls/{call_id}/callback`\n\n```ts\nconst { data } = await client.requestMissedCallCallback(\n  {\n    call_id: 'example',\n  },\n  {\n    queue_id: 'string'\n  },\n)\n```\n\n---\n\n### `getAgentActivity`\n\nAn agent's activity in a period from the provider's agent logs: presence changes and calls in\ntime order, the time spent on each presence and the number of calls handled. The window is at\nmost 31 days\n\n`GET /v1/manager/agents/{provider_agent_id}/activity`\n\n```ts\nconst { data } = await client.getAgentActivity({\n  provider_agent_id: 'example',\n  from: 'example',\n  to: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"provider_agent_id\": \"string\",\n  \"from\": \"1970-01-01T00:00:00.000Z\",\n  \"to\": \"1970-01-01T00:00:00.000Z\",\n  \"events\": [\n    {\n      \"at\": \"1970-01-01T00:00:00.000Z\",\n      \"kind\": \"presence\",\n      \"presence\": {\n        \"name\": \"string\",\n        \"label\": \"string\",\n        \"available\": true\n      },\n      \"call\": {\n        \"call_id\": \"string\",\n        \"direction\": \"inbound\",\n        \"queue_name\": \"string\",\n        \"duration_seconds\": 0\n      },\n      \"description\": \"string\"\n    }\n  ],\n  \"presence_totals\": [\n    {\n      \"presence\": {\n        \"name\": \"string\",\n        \"label\": \"string\",\n        \"available\": true\n      },\n      \"seconds\": 0\n    }\n  ],\n  \"calls_handled\": 0\n}\n```\n\n</details>\n\n---\n\n### `getQueueSettings`\n\nA queue's call handling settings as the phone system holds them: how many callers may wait,\nhow long an agent's phone rings, the wrap-up time after a call and how many agents are tried\nper call.\nRequi\n\n`GET /v1/manager/queues/{queue_id}/settings`\n\n```ts\nconst { data } = await client.getQueueSettings({\n  queue_id: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"queue_id\": \"string\",\n  \"name\": \"string\",\n  \"max_size\": 0,\n  \"ring_timeout_seconds\": 5,\n  \"wrap_up_seconds\": 0,\n  \"max_dial_count\": 1\n}\n```\n\n</details>\n\n---\n\n### `setQueueSettings`\n\nReplaces a queue's call handling settings (all fields, not a delta); the phone system applies\nthem to the next call. The queue's name and routing are not changed.\nRequires `phone:manage`.\n\n`PUT /v1/manager/queues/{queue_id}/settings`\n\n```ts\nconst { data } = await client.setQueueSettings(\n  {\n    queue_id: 'example',\n  },\n  {\n    max_size: 0,\n    ring_timeout_seconds: 5,\n    wrap_up_seconds: 0,\n    max_dial_count: 1\n  },\n)\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"queue_id\": \"string\",\n  \"name\": \"string\",\n  \"max_size\": 0,\n  \"ring_timeout_seconds\": 5,\n  \"wrap_up_seconds\": 0,\n  \"max_dial_count\": 1\n}\n```\n\n</details>\n\n---\n\n### `getCallHandlingSettings`\n\nThe organization's call handling settings for all agents: wrap-up rules (including whether\nagents may call out during wrap-up), wrap-up times after unsuccessful calls, and recording\ndefaults.\nRequires\n\n`GET /v1/manager/settings/call-handling`\n\n```ts\nconst { data } = await client.getCallHandlingSettings()\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"wrap_up\": {\n    \"inbound_cancel_allowed\": true,\n    \"inbound_extend_allowed\": true,\n    \"inbound_max_extension_seconds\": 0,\n    \"outbound_enabled\": true,\n    \"outbound_cancel_allowed\": true,\n    \"outbound_extend_allowed\": true,\n    \"outbound_max_extension_seconds\": 0,\n    \"outbound_calls_allowed\": true\n  },\n  \"after_unsuccessful_inbound\": {\n    \"busy_seconds\": 0,\n    \"unreachable_seconds\": 0,\n    \"declined_seconds\": 0\n  },\n  \"after_unsuccessful_outbound\": {\n    \"busy_seconds\": 0,\n    \"unreachable_seconds\": 0,\n    \"declined_seconds\": 0\n  },\n  \"recording\": {\n    \"always_record_outbound\": true,\n    \"agents_may_delete\": true,\n    \"hide_recording_controls\": true\n  }\n}\n```\n\n</details>\n\n---\n\n### `setCallHandlingSettings`\n\nReplaces the organization's call handling settings (the full object, not a delta).\nRequires `phone:manage`.\n\n`PUT /v1/manager/settings/call-handling`\n\n```ts\nconst { data } = await client.setCallHandlingSettings(\n  null,\n  {\n    wrap_up: {\n      inbound_cancel_allowed: true,\n      inbound_extend_allowed: true,\n      inbound_max_extension_seconds: 0,\n      outbound_enabled: true,\n      outbound_cancel_allowed: true,\n      outbound_extend_allowed: true,\n      outbound_max_extension_seconds: 0,\n      outbound_calls_allowed: true\n    },\n    after_unsuccessful_inbound: {\n      busy_seconds: 0,\n      unreachable_seconds: 0,\n      declined_seconds: 0\n    },\n    after_unsuccessful_outbound: {\n      busy_seconds: 0,\n      unreachable_seconds: 0,\n      declined_seconds: 0\n    },\n    recording: {\n      always_record_outbound: true,\n      agents_may_delete: true,\n      hide_recording_controls: true\n    }\n  },\n)\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"wrap_up\": {\n    \"inbound_cancel_allowed\": true,\n    \"inbound_extend_allowed\": true,\n    \"inbound_max_extension_seconds\": 0,\n    \"outbound_enabled\": true,\n    \"outbound_cancel_allowed\": true,\n    \"outbound_extend_allowed\": true,\n    \"outbound_max_extension_seconds\": 0,\n    \"outbound_calls_allowed\": true\n  },\n  \"after_unsuccessful_inbound\": {\n    \"busy_seconds\": 0,\n    \"unreachable_seconds\": 0,\n    \"declined_seconds\": 0\n  },\n  \"after_unsuccessful_outbound\": {\n    \"busy_seconds\": 0,\n    \"unreachable_seconds\": 0,\n    \"declined_seconds\": 0\n  },\n  \"recording\": {\n    \"always_record_outbound\": true,\n    \"agents_may_delete\": true,\n    \"hide_recording_controls\": true\n  }\n}\n```\n\n</details>\n\n---\n\n### `getQueuePerformance`\n\nInbound call outcomes per queue for a period, derived from the provider's call reporting (the\nphone system has no per-queue report): every inbound call that started in [from, to) is counted\nfor the qu\n\n`GET /v1/manager/reporting/queues`\n\n```ts\nconst { data } = await client.getQueuePerformance({\n  from: 'example',\n  to: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"from\": \"1970-01-01T00:00:00.000Z\",\n  \"to\": \"1970-01-01T00:00:00.000Z\",\n  \"results\": [\n    {\n      \"queue\": {\n        \"id\": \"string\",\n        \"name\": \"string\"\n      },\n      \"inbound_total\": 0,\n      \"handled_by_agent\": 0,\n      \"abandoned_or_failed\": 0,\n      \"abandon_rate_percent\": 0,\n      \"average_wait_seconds\": 0\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `listSkills`\n\nThe organization's skill catalogue: the skills epilot keeps for it (created in the control\ncenter, `source: epilot`) together with every skill the phone system already uses on an agent or\nin a queue's\n\n`GET /v1/manager/skills`\n\n```ts\nconst { data } = await client.listSkills()\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"results\": [\n    {\n      \"tag\": \"string\",\n      \"source\": \"epilot\",\n      \"created_at\": \"1970-01-01T00:00:00.000Z\",\n      \"created_by\": \"string\"\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `createSkill`\n\nAdds a skill to the organization's catalogue (epilot only: nothing is written to the phone\nsystem until an agent gets the skill or a queue accepts it). The skill is trimmed, must then be\n1 to 100 char\n\n`POST /v1/manager/skills`\n\n```ts\nconst { data } = await client.createSkill(\n  null,\n  {\n    tag: 'string'\n  },\n)\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"tag\": \"string\",\n  \"source\": \"epilot\",\n  \"created_at\": \"1970-01-01T00:00:00.000Z\",\n  \"created_by\": \"string\"\n}\n```\n\n</details>\n\n---\n\n### `deleteSkill`\n\nDeletes a skill everywhere (in any letter case, see `Skill`): it is taken from every agent that has it and from every routing step\nof every queue that accepts it in the phone system, then removed from\n\n`DELETE /v1/manager/skills/{tag}`\n\n```ts\nconst { data } = await client.deleteSkill({\n  tag: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"tag\": \"string\",\n  \"agents_updated\": 0,\n  \"queues_updated\": 0\n}\n```\n\n</details>\n\n---\n\n### `setQueueSkill`\n\nThe queue accepts the skill: every agent with it can take the queue's calls. epilot adds the\nskill to the queue's FIRST enabled routing step of the organization's own in the phone system\n(lowest order\n\n`PUT /v1/manager/queues/{queue_id}/skills/{tag}`\n\n```ts\nconst { data } = await client.setQueueSkill({\n  queue_id: 'example',\n  tag: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"queue\": {\n    \"id\": \"string\",\n    \"name\": \"string\"\n  },\n  \"tag\": \"string\",\n  \"accepted\": true,\n  \"step\": {\n    \"id\": \"string\",\n    \"label\": \"string\"\n  }\n}\n```\n\n</details>\n\n---\n\n### `removeQueueSkill`\n\nThe queue no longer accepts the skill: it is removed from every routing step of the queue that\nlists it (enabled or not). Idempotent. Requires `phone:manage`.\n\n`DELETE /v1/manager/queues/{queue_id}/skills/{tag}`\n\n```ts\nconst { data } = await client.removeQueueSkill({\n  queue_id: 'example',\n  tag: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"queue\": {\n    \"id\": \"string\",\n    \"name\": \"string\"\n  },\n  \"tag\": \"string\",\n  \"accepted\": true,\n  \"step\": {\n    \"id\": \"string\",\n    \"label\": \"string\"\n  }\n}\n```\n\n</details>\n\n---\n\n### `listProviderSetups`\n\nEvery organization that has a telephony provider tenant, for the admin portal's overview: the\nprovider's sub-accounts (one per organization, keyed by the organization id) joined with this\nservice's se\n\n`GET /v1/operator/provider-setups`\n\n```ts\nconst { data } = await client.listProviderSetups()\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"results\": [\n    {\n      \"org_id\": \"string\",\n      \"provider\": \"babelforce\",\n      \"ready\": true,\n      \"setup_recorded\": true,\n      \"tenant\": {\n        \"id\": \"string\",\n        \"name\": \"string\",\n        \"org_key\": \"string\"\n      },\n      \"sso_identity_client_id\": \"string\",\n      \"last_setup_by\": \"string\",\n      \"updated_at\": \"1970-01-01T00:00:00.000Z\"\n    }\n  ]\n}\n```\n\n</details>\n\n---\n\n### `getProviderSetup`\n\nWhat has been set up at the telephony provider for this organization.\n\n`GET /v1/operator/organizations/{org_id}/provider`\n\n```ts\nconst { data } = await client.getProviderSetup({\n  org_id: 'example',\n})\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"provider\": \"babelforce\",\n  \"org_id\": \"string\",\n  \"ready\": true,\n  \"tenant\": {\n    \"id\": \"string\",\n    \"name\": \"string\",\n    \"org_key\": \"string\",\n    \"created_at\": \"1970-01-01T00:00:00.000Z\"\n  },\n  \"scim\": {\n    \"configured\": true,\n    \"roles_enabled\": true\n  },\n  \"sso\": {\n    \"configured\": true,\n    \"identity_client_id\": \"string\",\n    \"configured_at\": \"1970-01-01T00:00:00.000Z\"\n  },\n  \"last_setup_by\": \"string\"\n}\n```\n\n</details>\n\n---\n\n### `setupProvider`\n\nPrepares the telephony provider for an organization, idempotently and in order: the provider\ntenant (Babelforce sub-account keyed by the organization id), its SCIM configuration with role\nmanagement o\n\n`POST /v1/operator/organizations/{org_id}/provider:setup`\n\n```ts\nconst { data } = await client.setupProvider(\n  {\n    org_id: 'example',\n  },\n  {\n    account_name: 'string',\n    identity_client_id: 'string',\n    identity_client_secret: 'stringstring'\n  },\n)\n```\n\n<details>\n<summary>Response</summary>\n\n```json\n{\n  \"provider\": \"babelforce\",\n  \"org_id\": \"string\",\n  \"ready\": true,\n  \"tenant\": {\n    \"id\": \"string\",\n    \"name\": \"string\",\n    \"org_key\": \"string\",\n    \"created_at\": \"1970-01-01T00:00:00.000Z\"\n  },\n  \"scim\": {\n    \"configured\": true,\n    \"roles_enabled\": true\n  },\n  \"sso\": {\n    \"configured\": true,\n    \"identity_client_id\": \"string\",\n    \"configured_at\": \"1970-01-01T00:00:00.000Z\"\n  },\n  \"last_setup_by\": \"string\"\n}\n```\n\n</details>\n\n---\n\n## Schemas\n\n### `ManagerStatus`\n\n```ts\ntype ManagerStatus = {\n  provider: \"babelforce\"\n  ready: boolean\n  reasons: \"provider_tenant_missing\" | \"sso_not_configured\" | \"scim_not_configured\" | \"identity_enablement_missing\"[]\n}\n```\n\n### `PhoneAgent`\n\n```ts\ntype PhoneAgent = {\n  user_id: string\n  email: string\n  display_name?: string\n  status: \"active\" | \"pending\" | \"disabled\" | \"missing_provider\" | \"missing_role\"\n  provider_user_id?: string\n  provider_roles?: string[]\n  assigned_at?: string // date-time\n  assigned_by?: string\n}\n```\n\n### `AssignPhoneAgentRequest`\n\n```ts\ntype AssignPhoneAgentRequest = {\n  user_id: string\n}\n```\n\n### `ProviderSetup`\n\n```ts\ntype ProviderSetup = {\n  provider: \"babelforce\"\n  org_id: string\n  ready: boolean\n  tenant: {\n    id: string\n    name: string\n    org_key: string\n    created_at?: string // date-time\n  }\n  scim: {\n    configured: boolean\n    roles_enabled: boolean\n  }\n  sso: {\n    configured: boolean\n    identity_client_id?: string\n    configured_at?: string // date-time\n  }\n  last_setup_by?: string\n}\n```\n\n### `ProviderSetupSummary`\n\nOne organization's provider setup, as listed in the overview (no live SCIM or SSO reads).\n\n```ts\ntype ProviderSetupSummary = {\n  org_id: string\n  provider: \"babelforce\"\n  ready: boolean\n  setup_recorded: boolean\n  tenant: {\n    id: string\n    name: string\n    org_key: string\n  }\n  sso_identity_client_id?: string\n  last_setup_by?: string\n  updated_at?: string // date-time\n}\n```\n\n### `ProviderSetupRequest`\n\n```ts\ntype ProviderSetupRequest = {\n  account_name?: string\n  identity_client_id: string\n  identity_client_secret: string\n}\n```\n\n### `CustomerBatchSearchResult`\n\n```ts\ntype CustomerBatchSearchResult = {\n  results: Array<{\n    identifier: {\n      type: { ... }\n      value: { ... }\n    }\n    status: \"found\" | \"not_found\" | \"ambiguous\" | \"invalid\" | \"error\"\n    customer?: {\n      id: { ... }\n      name: { ... }\n      customer_number?: { ... }\n    }\n  }>\n}\n```\n\n### `CustomerSearchResult`\n\n```ts\ntype CustomerSearchResult = {\n  identifier: {\n    type: \"id\" | \"customer_number\" | \"external_id\" | \"phone_number\" | \"email\"\n    value: string\n  }\n  status: \"found\" | \"not_found\" | \"ambiguous\" | \"invalid\" | \"error\"\n  customer?: {\n    id: string\n    name: string\n    customer_number?: string\n  }\n}\n```\n\n### `CustomerIdentifier`\n\n```ts\ntype CustomerIdentifier = {\n  type: \"id\" | \"customer_number\" | \"external_id\" | \"phone_number\" | \"email\"\n  value: string\n}\n```\n\n### `CustomerSummary`\n\nPresent when `status` is `found`\n\n```ts\ntype CustomerSummary = {\n  id: string\n  name: string\n  customer_number?: string\n}\n```\n\n### `ActiveCall`\n\nThe phone call a user is on right now.\n\n```ts\ntype ActiveCall = {\n  on_call: boolean\n  conversation_id?: string\n  started_at?: string // date-time\n  source?: \"softphone\" | \"provider\"\n  expires_at?: string // date-time\n}\n```\n\n### `ActiveCallReport`\n\n```ts\ntype ActiveCallReport = {\n  conversation_id: string\n  started_at?: string\n}\n```\n\n### `AgentState`\n\nThe agent's live line state as the provider reports it, plus `busy` for anyone who cannot take a\nqueue call for a reason other than a call: on a presence that takes no calls (e.g. Busy, Break),\nwithout a presence, or disabled at the provider; `busy` also covers the provider's busy line\nstate. `unkno\n\n```ts\ntype AgentState = \"available\" | \"ringing\" | \"in_call\" | \"wrap_up\" | \"busy\" | \"declined\" | \"unreachable\" | \"selected\" | \"offline\" | \"unknown\"\n```\n\n### `AgentPresence`\n\nThe provider presence the agent has selected (e.g. Available, Break, Meeting)\n\n```ts\ntype AgentPresence = {\n  name: string\n  label: string\n  available: boolean\n}\n```\n\n### `AgentPresenceRequest`\n\n```ts\ntype AgentPresenceRequest = {\n  presence: string\n}\n```\n\n### `AgentPresenceChange`\n\n```ts\ntype AgentPresenceChange = {\n  provider_agent_id: string\n  presence: {\n    name: string\n    label: string\n    available: boolean\n  }\n}\n```\n\n### `Skill`\n\nA skill as the phone system holds it (Babelforce: an agent tag). epilot's convention for skills is\n`<skill category>:`<label>`` (e.g. `language:german`), which the control center shows as\n\"Category · Label\"; a skill without a colon has no category.\nSkills are case-insensitive and stored lowercased, in\n\n```ts\ntype Skill = string\n```\n\n### `QueueRef`\n\n```ts\ntype QueueRef = {\n  id: string\n  name: string\n}\n```\n\n### `PersonRef`\n\nAn agent as a routing step names them\n\n```ts\ntype PersonRef = {\n  provider_agent_id: string\n  user_id?: string\n  name: string\n}\n```\n\n### `EligibilityPath`\n\nHow an agent can take a queue's calls:\n- `skill`: the queue routes to people with a skill the agent has (changes with the agent's skills);\n- `direct`: a step of the queue names the agent, the epilot-managed one or one set up in the phone\n  system; the control center can take them off the queue;\n- `r\n\n```ts\ntype EligibilityPath = \"skill\" | \"direct\" | \"routing\"\n```\n\n### `AgentQueueEligibility`\n\nA queue an agent can take calls from, and why\n\n```ts\ntype AgentQueueEligibility = {\n  id: string\n  name: string\n  via: \"skill\" | \"direct\" | \"routing\"[]\n  skills: string[]\n  locked: boolean\n}\n```\n\n### `LiveAgent`\n\n```ts\ntype LiveAgent = {\n  provider_agent_id: string\n  user_id?: string\n  name: string\n  email?: string\n  enabled: boolean\n  state: \"available\" | \"ringing\" | \"in_call\" | \"wrap_up\" | \"busy\" | \"declined\" | \"unreachable\" | \"selected\" | \"offline\" | \"unknown\"\n  presence?: {\n    name: string\n    label: string\n    available: boolean\n  }\n  display_status?: string\n  skills: string[]\n  queues: Array<{\n    id: string\n    name: string\n    via: \"skill\" | \"direct\" | \"routing\"[]\n    skills: string[]\n    locked: boolean\n  }>\n  current_call?: {\n    started_at: string // date-time\n    queue_name?: string\n  }\n}\n```\n\n### `LiveAgentCounters`\n\nPresence counters over the organization's agents\n\n```ts\ntype LiveAgentCounters = {\n  total: number\n  online: number\n  available: number\n  on_call: number\n  wrap_up: number\n  offline: number\n}\n```\n\n### `QueueHealth`\n\n`at_risk`: a waiting caller has no agent to take them: every caller not yet with an agent needs\ntheir own eligible agent who is available or being rung, one agent counting once across the\nqueues of the same answer (so three callers and one free agent, or two queues sharing one free\nagent, are at ris\n\n```ts\ntype QueueHealth = \"healthy\" | \"at_risk\" | \"quiet\"\n```\n\n### `QueueLive`\n\nLive demand and staffing of one queue\n\n```ts\ntype QueueLive = {\n  id: string\n  name: string\n  waiting: number\n  longest_wait_seconds?: number\n  expected_wait_seconds?: number\n  eligible: number\n  available: number\n  health: \"healthy\" | \"at_risk\" | \"quiet\"\n}\n```\n\n### `LiveSnapshot`\n\n```ts\ntype LiveSnapshot = {\n  captured_at: string // date-time\n  agents: {\n    total: number\n    online: number\n    available: number\n    on_call: number\n    wrap_up: number\n    offline: number\n  }\n  queues: Array<{\n    id: string\n    name: string\n    waiting: number\n    longest_wait_seconds?: number\n    expected_wait_seconds?: number\n    eligible: number\n    available: number\n    health: \"healthy\" | \"at_risk\" | \"quiet\"\n  }>\n  calls_waiting: number\n  longest_wait_seconds?: number\n  expected_wait_seconds?: number\n}\n```\n\n### `QueueRoutingStep`\n\nOne step of who can take a queue's calls, in the order the phone system tries them. A step\noffers calls to the people it names and to everyone with any of its skills. Teams set up in the\nphone system appear as the people they contain (`team_members`). The epilot-managed step holds\nthe people added f\n\n```ts\ntype QueueRoutingStep = {\n  id: string\n  order: number\n  label: string\n  enabled: boolean\n  skills: string[]\n  people: Array<{\n    provider_agent_id: string\n    user_id?: string\n    name: string\n  }>\n  team_members: string[]\n  managed_by_epilot: boolean\n}\n```\n\n### `QueueOverview`\n\n```ts\ntype QueueOverview = {\n  id: string\n  name: string\n  waiting: number\n  longest_wait_seconds?: number\n  expected_wait_seconds?: number\n  eligible: number\n  available: number\n  health: \"healthy\" | \"at_risk\" | \"quiet\"\n  numbers?: string[]\n  routing: Array<{\n    id: string\n    order: number\n    label: string\n    enabled: boolean\n    skills: string[]\n    people: Array<{\n      provider_agent_id: { ... }\n      user_id?: { ... }\n      name: { ... }\n    }>\n    team_members: string[]\n    managed_by_epilot: boolean\n  }>\n}\n```\n\n### `EligibleAgent`\n\nAn agent who can take the queue's calls, with live status\n\n```ts\ntype EligibleAgent = {\n  provider_agent_id: string\n  user_id?: string\n  name: string\n  email?: string\n  state: \"available\" | \"ringing\" | \"in_call\" | \"wrap_up\" | \"busy\" | \"declined\" | \"unreachable\" | \"selected\" | \"offline\" | \"unknown\"\n  presence?: {\n    name: string\n    label: string\n    available: boolean\n  }\n  via: \"skill\" | \"direct\" | \"routing\"[]\n  skills: string[]\n}\n```\n\n### `WaitingCall`\n\n```ts\ntype WaitingCall = {\n  id: string\n  from_masked?: string\n  contact?: {\n    id: string\n    name: string\n  }\n  waited_seconds: number\n  state: string\n}\n```\n\n### `QueueDetail`\n\n```ts\ntype QueueDetail = {\n  captured_at: string // date-time\n  eligible_agents: Array<{\n    provider_agent_id: string\n    user_id?: string\n    name: string\n    email?: string\n    state: \"available\" | \"ringing\" | \"in_call\" | \"wrap_up\" | \"busy\" | \"declined\" | \"unreachable\" | \"selected\" | \"offline\" | \"unknown\"\n    presence?: {\n      name: { ... }\n      label: { ... }\n      available: { ... }\n    }\n    via: \"skill\" | \"direct\" | \"routing\"[]\n    skills: string[]\n  }>\n  waiting_calls: Array<{\n    id: string\n    from_masked?: string\n    contact?: {\n      id: { ... }\n      name: { ... }\n    }\n    waited_seconds: number\n    state: string\n  }>\n}\n```\n\n### `AgentRoutingRequest`\n\n```ts\ntype AgentRoutingRequest = {\n  skills: string[]\n  queue_ids: string[]\n  include_own_steps?: boolean\n}\n```\n\n### `AgentRouting`\n\n```ts\ntype AgentRouting = {\n  provider_agent_id: string\n  skills: string[]\n  queues: Array<{\n    id: string\n    name: string\n    via: \"skill\" | \"direct\" | \"routing\"[]\n    skills: string[]\n    locked: boolean\n  }>\n}\n```\n\n### `AgentRoutingPreview`\n\n```ts\ntype AgentRoutingPreview = {\n  provider_agent_id: string\n  before: Array<{\n    id: string\n    name: string\n  }>\n  after: Array<{\n    id: string\n    name: string\n  }>\n  added: Array<{\n    id: string\n    name: string\n  }>\n  removed: Array<{\n    id: string\n    name: string\n  }>\n  coverage_lost: Array<{\n    id: string\n    name: string\n  }>\n  locked: Array<{\n    id: string\n    name: string\n  }>\n}\n```\n\n### `CallReport`\n\n```ts\ntype CallReport = {\n  from: string // date-time\n  to: string // date-time\n  inbound_total: number\n  handled_by_agent: number\n  abandoned_or_failed: number\n  previous_period: {\n    from: string // date-time\n    to: string // date-time\n    inbound_total: number\n  }\n}\n```\n\n### `QueuePerformance`\n\n```ts\ntype QueuePerformance = {\n  queue: {\n    id: string\n    name: string\n  }\n  inbound_total: number\n  handled_by_agent: number\n  abandoned_or_failed: number\n  abandon_rate_percent: number\n  average_wait_seconds?: number\n}\n```\n\n### `QueuePerformanceReport`\n\n```ts\ntype QueuePerformanceReport = {\n  from: string // date-time\n  to: string // date-time\n  results: Array<{\n    queue: {\n      id: { ... }\n      name: { ... }\n    }\n    inbound_total: number\n    handled_by_agent: number\n    abandoned_or_failed: number\n    abandon_rate_percent: number\n    average_wait_seconds?: number\n  }>\n}\n```\n\n### `SkillCatalogueEntry`\n\n```ts\ntype SkillCatalogueEntry = {\n  tag: string\n  source: \"epilot\" | \"provider\"\n  created_at?: string // date-time\n  created_by?: string\n}\n```\n\n### `SkillCatalogue`\n\n```ts\ntype SkillCatalogue = {\n  results: Array<{\n    tag: string\n    source: \"epilot\" | \"provider\"\n    created_at?: string // date-time\n    created_by?: string\n  }>\n}\n```\n\n### `CreateSkillRequest`\n\n```ts\ntype CreateSkillRequest = {\n  tag: string\n}\n```\n\n### `SkillDeletion`\n\n```ts\ntype SkillDeletion = {\n  tag: string\n  agents_updated: number\n  queues_updated: number\n}\n```\n\n### `QueueSkillChange`\n\n```ts\ntype QueueSkillChange = {\n  queue: {\n    id: string\n    name: string\n  }\n  tag: string\n  accepted: boolean\n  step?: {\n    id: string\n    label: string\n  }\n}\n```\n\n### `ErrorResponse`\n\n```ts\ntype ErrorResponse = {\n  status: number\n  error: string\n  code?: string\n}\n```\n\n### `KpiPeriod`\n\nThe KPI window, in the organization's phone system time zone: today, yesterday, this week\n(since Monday), last week (Monday to Monday), last 7 / 30 days (seven / thirty calendar days\nincluding today), this month, last month; `custom` is the window `from`/`to` of the request.\n\n\n```ts\ntype KpiPeriod = \"today\" | \"yesterday\" | \"this_week\" | \"last_week\" | \"last_7_days\" | \"last_30_days\" | \"this_month\" | \"last_month\" | \"custom\"\n```\n\n### `LiveKpis`\n\nEvery KPI is absent when the phone system cannot tell it.\n\n```ts\ntype LiveKpis = {\n  captured_at: string // date-time\n  period: \"today\" | \"yesterday\" | \"this_week\" | \"last_week\" | \"last_7_days\" | \"last_30_days\" | \"this_month\" | \"last_month\" | \"custom\"\n  calls_total?: number\n  answered_total?: number\n  abandoned_total?: number\n  abandon_rate_percent?: number\n  average_wait_seconds?: number\n  longest_wait_seconds?: number\n  average_talk_seconds?: number\n  average_handle_seconds?: number\n  average_hold_seconds?: number\n}\n```\n\n### `AgentPerformance`\n\n```ts\ntype AgentPerformance = {\n  provider_agent_id?: string\n  user_id?: string\n  name: string\n  calls_handled: number\n  outbound_calls?: number\n  talk_seconds_total: number\n  talk_seconds_average: number\n  hold_seconds_total?: number\n  wrap_up_seconds_average?: number\n  handle_seconds_average: number\n}\n```\n\n### `AgentPerformanceReport`\n\n```ts\ntype AgentPerformanceReport = {\n  from: string // date-time\n  to: string // date-time\n  results: Array<{\n    provider_agent_id?: string\n    user_id?: string\n    name: string\n    calls_handled: number\n    outbound_calls?: number\n    talk_seconds_total: number\n    talk_seconds_average: number\n    hold_seconds_total?: number\n    wrap_up_seconds_average?: number\n    handle_seconds_average: number\n  }>\n}\n```\n\n### `MissedCallCaller`\n\n```ts\ntype MissedCallCaller = {\n  anonymous: boolean\n  number_masked?: string\n  contact?: {\n    id: string\n    name: string\n  }\n}\n```\n\n### `MissedCallCallback`\n\n```ts\ntype MissedCallCallback = {\n  state: \"queued\" | \"ringing\" | \"in_progress\" | \"completed\" | \"failed\" | \"canceled\" | \"unknown\"\n  requested_at: string // date-time\n  requested_by?: string\n  queue?: {\n    id: string\n    name: string\n  }\n  callback_call_id?: string\n}\n```\n\n### `MissedCallCallbackRequest`\n\n```ts\ntype MissedCallCallbackRequest = {\n  queue_id?: string\n}\n```\n\n### `MissedCall`\n\n```ts\ntype MissedCall = {\n  call_id: string\n  last_missed_at: string // date-time\n  first_missed_at?: string // date-time\n  attempts: number\n  queue?: {\n    id: string\n    name: string\n  }\n  longest_wait_seconds?: number\n  caller: {\n    anonymous: boolean\n    number_masked?: string\n    contact?: {\n      id: { ... }\n      name: { ... }\n    }\n  }\n  resolved: boolean\n  can_call_back: boolean\n  callback?: {\n    state: \"queued\" | \"ringing\" | \"in_progress\" | \"completed\" | \"failed\" | \"canceled\" | \"unknown\"\n    requested_at: string // date-time\n    requested_by?: string\n    queue?: {\n      id: { ... }\n      name: { ... }\n    }\n    callback_call_id?: string\n  }\n}\n```\n\n### `MissedCallList`\n\n```ts\ntype MissedCallList = {\n  from: string // date-time\n  to: string // date-time\n  results: Array<{\n    call_id: string\n    last_missed_at: string // date-time\n    first_missed_at?: string // date-time\n    attempts: number\n    queue?: {\n      id: { ... }\n      name: { ... }\n    }\n    longest_wait_seconds?: number\n    caller: {\n      anonymous: { ... }\n      number_masked?: { ... }\n      contact?: { ... }\n    }\n    resolved: boolean\n    can_call_back: boolean\n    callback?: {\n      state: { ... }\n      requested_at: { ... }\n      requested_by?: { ... }\n      queue?: { ... }\n      callback_call_id?: { ... }\n    }\n  }>\n}\n```\n\n### `AgentActivityEvent`\n\n```ts\ntype AgentActivityEvent = {\n  at: string // date-time\n  kind: \"presence\" | \"call\" | \"state\" | \"other\"\n  presence?: {\n    name: string\n    label: string\n    available: boolean\n  }\n  call?: {\n    call_id?: string\n    direction?: \"inbound\" | \"outbound\"\n    queue_name?: string\n    duration_seconds?: number\n  }\n  description?: string\n}\n```\n\n### `AgentPresenceTotal`\n\n```ts\ntype AgentPresenceTotal = {\n  presence: {\n    name: string\n    label: string\n    available: boolean\n  }\n  seconds: number\n}\n```\n\n### `AgentActivity`\n\n```ts\ntype AgentActivity = {\n  provider_agent_id: string\n  from: string // date-time\n  to: string // date-time\n  events: Array<{\n    at: string // date-time\n    kind: \"presence\" | \"call\" | \"state\" | \"other\"\n    presence?: {\n      name: { ... }\n      label: { ... }\n      available: { ... }\n    }\n    call?: {\n      call_id?: { ... }\n      direction?: { ... }\n      queue_name?: { ... }\n      duration_seconds?: { ... }\n    }\n    description?: string\n  }>\n  presence_totals: Array<{\n    presence: {\n      name: { ... }\n      label: { ... }\n      available: { ... }\n    }\n    seconds: number\n  }>\n  calls_handled: number\n}\n```\n\n### `QueueSettingsUpdate`\n\n```ts\ntype QueueSettingsUpdate = {\n  max_size: number\n  ring_timeout_seconds: number\n  wrap_up_seconds: number\n  max_dial_count: number\n}\n```\n\n### `QueueSettings`\n\n```ts\ntype QueueSettings = {\n  queue_id: string\n  name: string\n  max_size: number\n  ring_timeout_seconds: number\n  wrap_up_seconds: number\n  max_dial_count: number\n}\n```\n\n### `WrapUpTimes`\n\n```ts\ntype WrapUpTimes = {\n  busy_seconds: number\n  unreachable_seconds: number\n  declined_seconds: number\n}\n```\n\n### `CallHandlingSettings`\n\n```ts\ntype CallHandlingSettings = {\n  wrap_up: {\n    inbound_cancel_allowed: boolean\n    inbound_extend_allowed: boolean\n    inbound_max_extension_seconds: number\n    outbound_enabled: boolean\n    outbound_cancel_allowed: boolean\n    outbound_extend_allowed: boolean\n    outbound_max_extension_seconds: number\n    outbound_calls_allowed: boolean\n  }\n  after_unsuccessful_inbound: {\n    busy_seconds: number\n    unreachable_seconds: number\n    declined_seconds: number\n  }\n  after_unsuccessful_outbound: {\n    busy_seconds: number\n    unreachable_seconds: number\n    declined_seconds: number\n  }\n  recording: {\n    always_record_outbound: boolean\n    agents_may_delete: boolean\n    hide_recording_controls: boolean\n  }\n}\n```\n"
diff --git a/packages/epilot-sdk-v2/src/types/phone-integration.d.ts b/packages/epilot-sdk-v2/src/types/phone-integration.d.ts
index a90464ce..bd841206 100644
--- a/packages/epilot-sdk-v2/src/types/phone-integration.d.ts
+++ b/packages/epilot-sdk-v2/src/types/phone-integration.d.ts
@@ -16,6 +16,53 @@ export declare namespace Components {
         export type Unauthorized = Schemas.ErrorResponse;
     }
     namespace Schemas {
+        /**
+         * The phone call a user is on right now.
+         */
+        export interface ActiveCall {
+            /**
+             * Whether the user is on an answered call. The other fields are present only when true.
+             */
+            on_call: boolean;
+            /**
+             * The phone system's conversation id: the same on every leg of a transferred or conferenced
+             * call, and the `external_id` of the `call` entity created after the call.
+             *
+             * example:
+             * 01KW704DAM1PM5SDGKFDY9BNK0
+             */
+            conversation_id?: string;
+            /**
+             * When the user's part of the call started
+             */
+            started_at?: string; // date-time
+            /**
+             * `softphone`: reported by the epilot 360 phone. `provider`: read from the phone system's
+             * live state because no current report exists.
+             *
+             */
+            source?: "softphone" | "provider";
+            /**
+             * Until when the report is valid unless renewed (`softphone` only)
+             */
+            expires_at?: string; // date-time
+        }
+        export interface ActiveCallReport {
+            /**
+             * The phone system's conversation id of the call (not the id of the user's own leg)
+             * example:
+             * 01KW704DAM1PM5SDGKFDY9BNK0
+             */
+            conversation_id: string;
+            /**
+             * When the user's part of the call started, as an ISO 8601 time. Without one (or with a
+             * time that is not one, or lies in the future) it is the first report of the conversation.
+             *
+             * example:
+             * 2026-11-10T10:00:00.000Z
+             */
+            started_at?: string;
+        }
         export interface AgentActivity {
             provider_agent_id: string;
             from: string; // date-time
@@ -129,6 +176,9 @@ export declare namespace Components {
              * A skill as the phone system holds it (Babelforce: an agent tag). epilot's convention for skills is
              * `<skill category>:<label>` (e.g. `language:german`), which the control center shows as
              * "Category · Label"; a skill without a colon has no category.
+             * Skills are case-insensitive and stored lowercased, in epilot's catalogue as in the phone system
+             * (Babelforce lowercases the tags it stores): a skill sent in any letter case (`Language:German`,
+             * in a body or a path) is the skill `language:german`, and every answer lists skills lowercased.
              *
              */
             Skill /* ^\S(.*\S)?$ */[];
@@ -162,6 +212,9 @@ export declare namespace Components {
              * A skill as the phone system holds it (Babelforce: an agent tag). epilot's convention for skills is
              * `<skill category>:<label>` (e.g. `language:german`), which the control center shows as
              * "Category · Label"; a skill without a colon has no category.
+             * Skills are case-insensitive and stored lowercased, in epilot's catalogue as in the phone system
+             * (Babelforce lowercases the tags it stores): a skill sent in any letter case (`Language:German`,
+             * in a body or a path) is the skill `language:german`, and every answer lists skills lowercased.
              *
              */
             Skill /* ^\S(.*\S)?$ */[];
@@ -246,7 +299,7 @@ export declare namespace Components {
         }
         export interface CreateSkillRequest {
             /**
-             * The skill; trimmed, then 1 to 100 characters
+             * The skill; trimmed, then 1 to 100 characters, stored lowercased (see `Skill`)
              */
             tag: string;
         }
@@ -361,6 +414,9 @@ export declare namespace Components {
              * A skill as the phone system holds it (Babelforce: an agent tag). epilot's convention for skills is
              * `<skill category>:<label>` (e.g. `language:german`), which the control center shows as
              * "Category · Label"; a skill without a colon has no category.
+             * Skills are case-insensitive and stored lowercased, in epilot's catalogue as in the phone system
+             * (Babelforce lowercases the tags it stores): a skill sent in any letter case (`Language:German`,
+             * in a body or a path) is the skill `language:german`, and every answer lists skills lowercased.
              *
              */
             Skill /* ^\S(.*\S)?$ */[];
@@ -424,6 +480,9 @@ export declare namespace Components {
              * A skill as the phone system holds it (Babelforce: an agent tag). epilot's convention for skills is
              * `<skill category>:<label>` (e.g. `language:german`), which the control center shows as
              * "Category · Label"; a skill without a colon has no category.
+             * Skills are case-insensitive and stored lowercased, in epilot's catalogue as in the phone system
+             * (Babelforce lowercases the tags it stores): a skill sent in any letter case (`Language:German`,
+             * in a body or a path) is the skill `language:german`, and every answer lists skills lowercased.
              *
              */
             Skill /* ^\S(.*\S)?$ */[];
@@ -934,6 +993,9 @@ export declare namespace Components {
              * A skill as the phone system holds it (Babelforce: an agent tag). epilot's convention for skills is
              * `<skill category>:<label>` (e.g. `language:german`), which the control center shows as
              * "Category · Label"; a skill without a colon has no category.
+             * Skills are case-insensitive and stored lowercased, in epilot's catalogue as in the phone system
+             * (Babelforce lowercases the tags it stores): a skill sent in any letter case (`Language:German`,
+             * in a body or a path) is the skill `language:german`, and every answer lists skills lowercased.
              *
              */
             Skill /* ^\S(.*\S)?$ */[];
@@ -1011,6 +1073,9 @@ export declare namespace Components {
          * A skill as the phone system holds it (Babelforce: an agent tag). epilot's convention for skills is
          * `<skill category>:<label>` (e.g. `language:german`), which the control center shows as
          * "Category · Label"; a skill without a colon has no category.
+         * Skills are case-insensitive and stored lowercased, in epilot's catalogue as in the phone system
+         * (Babelforce lowercases the tags it stores): a skill sent in any letter case (`Language:German`,
+         * in a body or a path) is the skill `language:german`, and every answer lists skills lowercased.
          *
          */
         export type Skill = string; // ^\S(.*\S)?$
@@ -1019,7 +1084,7 @@ export declare namespace Components {
         }
         export interface SkillCatalogueEntry {
             /**
-             * The skill as the phone system stores it (see `Skill`)
+             * The skill as the phone system stores it, lowercased (see `Skill`)
              */
             tag: string;
             /**
@@ -1117,6 +1182,21 @@ export declare namespace Paths {
             export type $403 = Components.Schemas.ErrorResponse;
         }
     }
+    namespace ClearActiveCall {
+        namespace Parameters {
+            export type ConversationId = string;
+        }
+        export interface QueryParameters {
+            conversation_id?: Parameters.ConversationId;
+        }
+        namespace Responses {
+            export interface $204 {
+            }
+            export type $400 = Components.Responses.BadRequest;
+            export type $401 = Components.Responses.Unauthorized;
+            export type $403 = Components.Responses.Forbidden;
+        }
+    }
     namespace CreateSkill {
         export type RequestBody = Components.Schemas.CreateSkillRequest;
         namespace Responses {
@@ -1138,6 +1218,12 @@ export declare namespace Paths {
             export type $502 = Components.Responses.BadGateway;
         }
     }
+    namespace GetActiveCall {
+        namespace Responses {
+            export type $200 = /* The phone call a user is on right now. */ Components.Schemas.ActiveCall;
+            export type $401 = Components.Responses.Unauthorized;
+        }
+    }
     namespace GetAgentActivity {
         namespace Parameters {
             export type From = string; // date-time
@@ -1412,6 +1498,15 @@ export declare namespace Paths {
             export type $502 = Components.Responses.BadGateway;
         }
     }
+    namespace ReportActiveCall {
+        export type RequestBody = Components.Schemas.ActiveCallReport;
+        namespace Responses {
+            export type $200 = /* The phone call a user is on right now. */ Components.Schemas.ActiveCall;
+            export type $400 = Components.Responses.BadRequest;
+            export type $401 = Components.Responses.Unauthorized;
+            export type $403 = Components.Responses.Forbidden;
+        }
+    }
     namespace RequestMissedCallCallback {
         export type RequestBody = Components.Schemas.MissedCallCallbackRequest;
         namespace Responses {
@@ -1624,6 +1719,56 @@ export interface OperationMethods {
     data?: any,
     config?: AxiosRequestConfig  
   ): OperationResponse<Paths.BatchSearchCustomers.Responses.$200>
+  /**
+   * getActiveCall - getActiveCall
+   * 
+   * Whether the signed-in user is on a phone call right now, and which conversation it is. The
+   * answer is about the caller only (the user of the bearer token).
+   * 
+   * The epilot 360 phone reports the call while it lasts (reportActiveCall); without a current
+   * report the phone system's live state is asked instead, so a call taken outside the epilot 360
+   * phone is still found. `conversation_id` is the phone system's conversation id: every leg of a
+   * transferred or conferenced call has the same one, and it is the `external_id` of the `call`
+   * entity created after the call (ingestCallArtifacts).
+   * 
+   * To relate what an agent does during a call to that call, put the id into the record as
+   * `phone_conversation_id`: the epilot 360 sidebar passes it in the context of a journey opened
+   * during a call, so the submission holds `journey_context.phone_conversation_id`.
+   * 
+   */
+  'getActiveCall'(
+    parameters?: Parameters<UnknownParamsObject> | null,
+    data?: any,
+    config?: AxiosRequestConfig  
+  ): OperationResponse<Paths.GetActiveCall.Responses.$200>
+  /**
+   * reportActiveCall - reportActiveCall
+   * 
+   * Reports the call the signed-in user is on. Sent by the epilot 360 phone when a call is
+   * answered and again every 30 seconds while it lasts: a report is valid for 2 minutes
+   * (`expires_at`), so a phone that disappears mid-call does not leave the user on a call.
+   * One call per user: a report for another conversation replaces the previous one.
+   * Requires `phone:use`.
+   * 
+   */
+  'reportActiveCall'(
+    parameters?: Parameters<UnknownParamsObject> | null,
+    data?: Paths.ReportActiveCall.RequestBody,
+    config?: AxiosRequestConfig  
+  ): OperationResponse<Paths.ReportActiveCall.Responses.$200>
+  /**
+   * clearActiveCall - clearActiveCall
+   * 
+   * Clears the signed-in user's reported call, when their part of it ended (hung up, or handed
+   * over to another agent). With `conversation_id`, only a report of that conversation is
+   * cleared, so a late "call ended" never clears the next call. Idempotent.
+   * 
+   */
+  'clearActiveCall'(
+    parameters?: Parameters<Paths.ClearActiveCall.QueryParameters> | null,
+    data?: any,
+    config?: AxiosRequestConfig  
+  ): OperationResponse<Paths.ClearActiveCall.Responses.$204>
   /**
    * getManagerStatus - getManagerStatus
    * 
@@ -1709,9 +1854,9 @@ export interface OperationMethods {
    * setAgentRouting - setAgentRouting
    * 
    * Sets an agent's skills and direct queue membership (full sets, not deltas), in this order:
-   * 1. Skills: the agent's skills in the phone system are replaced by `skills`, so the phone system
-   *    routes on them right away. The phone system is the source of truth for phone skills; they are
-   *    independent of the skills in epilot's Access Management.
+   * 1. Skills: the agent's skills in the phone system are replaced by `skills` (lowercased, see
+   *    `Skill`), so the phone system routes on them right away. The phone system is the source of
+   *    truth for phone skills; they are independent of the skills in epilot's Access Management.
    * 2. Direct queue membership: each listed queue the agent is not yet named in gets the agent in its
    *    epilot-managed routing step (created on first use, lowest precedence). Every other queue drops
    *    the agent's direct entries from its epilot-managed step and, with `include_own_steps`, from
@@ -1961,8 +2106,9 @@ export interface OperationMethods {
    * 
    * The organization's skill catalogue: the skills epilot keeps for it (created in the control
    * center, `source: epilot`) together with every skill the phone system already uses on an agent or
-   * in a queue's routing step (`source: provider`), each once, sorted by skill. The phone system has
-   * no skill list of its own, so a skill nobody has yet exists only here. Requires `phone:manage`.
+   * in a queue's routing step (`source: provider`), each once, lowercased (see `Skill`), sorted by
+   * skill. The phone system has no skill list of its own, so a skill nobody has yet exists only here.
+   * Requires `phone:manage`.
    * 
    */
   'listSkills'(
@@ -1974,8 +2120,10 @@ export interface OperationMethods {
    * createSkill - createSkill
    * 
    * Adds a skill to the organization's catalogue (epilot only: nothing is written to the phone
-   * system until an agent gets the skill or a queue accepts it). The skill is trimmed and must then
-   * be 1 to 100 characters. Requires `phone:manage`.
+   * system until an agent gets the skill or a queue accepts it). The skill is trimmed, must then be
+   * 1 to 100 characters, and is stored lowercased (see `Skill`): `Mixed Case` creates and answers
+   * `mixed case`, and is `skill_exists` when `mixed case` exists in any letter case. Requires
+   * `phone:manage`.
    * 
    */
   'createSkill'(
@@ -1986,7 +2134,7 @@ export interface OperationMethods {
   /**
    * deleteSkill - deleteSkill
    * 
-   * Deletes a skill everywhere: it is taken from every agent that has it and from every routing step
+   * Deletes a skill everywhere (in any letter case, see `Skill`): it is taken from every agent that has it and from every routing step
    * of every queue that accepts it in the phone system, then removed from the catalogue.
    * Idempotent: a skill nobody has answers zero counts. On a phone-system failure the answer is 502
    * and its message says how many agents and queues were already updated; deleting again completes
@@ -2099,6 +2247,58 @@ export interface PathsDictionary {
       config?: AxiosRequestConfig  
     ): OperationResponse<Paths.BatchSearchCustomers.Responses.$200>
   }
+  ['/v1/calls/active']: {
+    /**
+     * getActiveCall - getActiveCall
+     * 
+     * Whether the signed-in user is on a phone call right now, and which conversation it is. The
+     * answer is about the caller only (the user of the bearer token).
+     * 
+     * The epilot 360 phone reports the call while it lasts (reportActiveCall); without a current
+     * report the phone system's live state is asked instead, so a call taken outside the epilot 360
+     * phone is still found. `conversation_id` is the phone system's conversation id: every leg of a
+     * transferred or conferenced call has the same one, and it is the `external_id` of the `call`
+     * entity created after the call (ingestCallArtifacts).
+     * 
+     * To relate what an agent does during a call to that call, put the id into the record as
+     * `phone_conversation_id`: the epilot 360 sidebar passes it in the context of a journey opened
+     * during a call, so the submission holds `journey_context.phone_conversation_id`.
+     * 
+     */
+    'get'(
+      parameters?: Parameters<UnknownParamsObject> | null,
+      data?: any,
+      config?: AxiosRequestConfig  
+    ): OperationResponse<Paths.GetActiveCall.Responses.$200>
+    /**
+     * reportActiveCall - reportActiveCall
+     * 
+     * Reports the call the signed-in user is on. Sent by the epilot 360 phone when a call is
+     * answered and again every 30 seconds while it lasts: a report is valid for 2 minutes
+     * (`expires_at`), so a phone that disappears mid-call does not leave the user on a call.
+     * One call per user: a report for another conversation replaces the previous one.
+     * Requires `phone:use`.
+     * 
+     */
+    'put'(
+      parameters?: Parameters<UnknownParamsObject> | null,
+      data?: Paths.ReportActiveCall.RequestBody,
+      config?: AxiosRequestConfig  
+    ): OperationResponse<Paths.ReportActiveCall.Responses.$200>
+    /**
+     * clearActiveCall - clearActiveCall
+     * 
+     * Clears the signed-in user's reported call, when their part of it ended (hung up, or handed
+     * over to another agent). With `conversation_id`, only a report of that conversation is
+     * cleared, so a late "call ended" never clears the next call. Idempotent.
+     * 
+     */
+    'delete'(
+      parameters?: Parameters<Paths.ClearActiveCall.QueryParameters> | null,
+      data?: any,
+      config?: AxiosRequestConfig  
+    ): OperationResponse<Paths.ClearActiveCall.Responses.$204>
+  }
   ['/v1/manager/status']: {
     /**
      * getManagerStatus - getManagerStatus
@@ -2195,9 +2395,9 @@ export interface PathsDictionary {
      * setAgentRouting - setAgentRouting
      * 
      * Sets an agent's skills and direct queue membership (full sets, not deltas), in this order:
-     * 1. Skills: the agent's skills in the phone system are replaced by `skills`, so the phone system
-     *    routes on them right away. The phone system is the source of truth for phone skills; they are
-     *    independent of the skills in epilot's Access Management.
+     * 1. Skills: the agent's skills in the phone system are replaced by `skills` (lowercased, see
+     *    `Skill`), so the phone system routes on them right away. The phone system is the source of
+     *    truth for phone skills; they are independent of the skills in epilot's Access Management.
      * 2. Direct queue membership: each listed queue the agent is not yet named in gets the agent in its
      *    epilot-managed routing step (created on first use, lowest precedence). Every other queue drops
      *    the agent's direct entries from its epilot-managed step and, with `include_own_steps`, from
@@ -2477,8 +2677,9 @@ export interface PathsDictionary {
      * 
      * The organization's skill catalogue: the skills epilot keeps for it (created in the control
      * center, `source: epilot`) together with every skill the phone system already uses on an agent or
-     * in a queue's routing step (`source: provider`), each once, sorted by skill. The phone system has
-     * no skill list of its own, so a skill nobody has yet exists only here. Requires `phone:manage`.
+     * in a queue's routing step (`source: provider`), each once, lowercased (see `Skill`), sorted by
+     * skill. The phone system has no skill list of its own, so a skill nobody has yet exists only here.
+     * Requires `phone:manage`.
      * 
      */
     'get'(
@@ -2490,8 +2691,10 @@ export interface PathsDictionary {
      * createSkill - createSkill
      * 
      * Adds a skill to the organization's catalogue (epilot only: nothing is written to the phone
-     * system until an agent gets the skill or a queue accepts it). The skill is trimmed and must then
-     * be 1 to 100 characters. Requires `phone:manage`.
+     * system until an agent gets the skill or a queue accepts it). The skill is trimmed, must then be
+     * 1 to 100 characters, and is stored lowercased (see `Skill`): `Mixed Case` creates and answers
+     * `mixed case`, and is `skill_exists` when `mixed case` exists in any letter case. Requires
+     * `phone:manage`.
      * 
      */
     'post'(
@@ -2504,7 +2707,7 @@ export interface PathsDictionary {
     /**
      * deleteSkill - deleteSkill
      * 
-     * Deletes a skill everywhere: it is taken from every agent that has it and from every routing step
+     * Deletes a skill everywhere (in any letter case, see `Skill`): it is taken from every agent that has it and from every routing step
      * of every queue that accepts it in the phone system, then removed from the catalogue.
      * Idempotent: a skill nobody has answers zero counts. On a phone-system failure the answer is 502
      * and its message says how many agents and queues were already updated; deleting again completes
@@ -2598,6 +2801,8 @@ export interface PathsDictionary {
 export type Client = OpenAPIClient<OperationMethods, PathsDictionary>
 
 
+export type ActiveCall = Components.Schemas.ActiveCall;
+export type ActiveCallReport = Components.Schemas.ActiveCallReport;
 export type AgentActivity = Components.Schemas.AgentActivity;
 export type AgentActivityEvent = Components.Schemas.AgentActivityEvent;
 export type AgentPerformance = Components.Schemas.AgentPerformance;