chore: preserve terminal statuses; skip early in-progress

enterprise/app/services/voice/call_status/manager.rb

@@ -9,6 +9,7 @@ class Voice::CallStatus::Manager
 
     current_status = conversation.additional_attributes&.dig('call_status')
     return if current_status == status
+    return if preserve_existing_terminal_status?(current_status, status)
 
     apply_status(status, duration: duration, timestamp: timestamp)
     update_message(status)
@@ -82,4 +83,9 @@ class Voice::CallStatus::Manager
       data['data']['meta'].delete('duration')
     end
   end
+
+  def preserve_existing_terminal_status?(current_status, next_status)
+    TERMINAL_STATUSES.include?(current_status) &&
+      TERMINAL_STATUSES.include?(next_status)
+  end
 end

enterprise/app/services/voice/status_update_service.rb

@@ -21,6 +21,7 @@ class Voice::StatusUpdateService
 
     conversation = account.conversations.find_by(identifier: call_sid)
     return unless conversation
+    return if ignore_premature_in_progress?(conversation, normalized_status)
 
     Voice::CallStatus::Manager.new(
       conversation: conversation,
@@ -57,4 +58,10 @@ class Voice::StatusUpdateService
   rescue ArgumentError
     nil
   end
+
+  def ignore_premature_in_progress?(conversation, normalized_status)
+    normalized_status == 'in-progress' &&
+      conversation.additional_attributes&.dig('call_direction') == 'inbound' &&
+      !conversation.additional_attributes&.dig('agent_joined')
+  end
 end

spec/enterprise/services/voice/status_update_service_spec.rb

@@ -75,6 +75,43 @@ RSpec.describe Voice::StatusUpdateService do
     expect(message.content_attributes.dig('data', 'status')).to eq('no-answer')
   end
 
+  it 'does not overwrite no-answer with a later completed callback' do
+    conversation.update!(additional_attributes: { 'call_direction' => 'inbound', 'call_status' => 'no-answer' })
+    message.update!(content_attributes: { data: { call_sid: call_sid, status: 'no-answer' } })
+
+    described_class.new(
+      account: account,
+      call_sid: call_sid,
+      call_status: 'completed',
+      payload: { 'CallDuration' => '4' }
+    ).perform
+
+    conversation.reload
+    message.reload
+
+    expect(conversation.additional_attributes['call_status']).to eq('no-answer')
+    expect(message.content_attributes.dig('data', 'status')).to eq('no-answer')
+    expect(message.content_attributes.dig('data', 'meta', 'duration')).to be_nil
+  end
+
+  it 'ignores inbound in-progress callbacks before any agent joins' do
+    conversation
+    message
+
+    described_class.new(
+      account: account,
+      call_sid: call_sid,
+      call_status: 'in-progress'
+    ).perform
+
+    conversation.reload
+    message.reload
+
+    expect(conversation.additional_attributes['call_status']).to eq('ringing')
+    expect(conversation.additional_attributes['call_started_at']).to be_nil
+    expect(message.content_attributes.dig('data', 'status')).to eq('ringing')
+  end
+
   it 'no-ops when conversation not found' do
     expect do
       described_class.new(account: account, call_sid: 'UNKNOWN', call_status: 'busy').perform