PoC CRM Financeiro Arquitetura de Solução

sequenceDiagram
    autonumber
    participant CLI as Cliente
    participant URA as URA (ElevenLabs)
    participant ATD as Atendente
    participant BFF as BFF Financial Support
    participant MCI as MS Customer Interaction (Interação com Cliente)
    participant MCEP as Event Processor (Interação com Cliente)
    participant BIQ as MS Billing Inquiry
    participant Informação do Cliente as MS Customer Billing Info (Informação do Cliente)
    participant FP as Legacy Billing System (Legado)
    participant MPN as MS Payment Notification
    participant COM as Customer Communication
    participant VNX as Legacy Service Desk (Legado)
    participant AMD as Legacy CRM (Legado)
    CLI->>URA: Liga para URA
    rect rgb(232, 245, 233)
    Note over URA,MCI: Abertura de Protocolo (início do atendimento)
    URA->>MCI: POST /customers/protocols
    MCI->>VNX: SOAP: registra protocolo (Legacy Service Desk)
    MCI->>AMD: SOAP: registra protocolo (Legacy CRM)
    MCI-->>URA: protocolNumber #12345678
    end
    URA->>ATD: Transfere (ou resolve via IA) + protocolNumber
    ATD->>BFF: GET /billing/invoices
    BFF->>BIQ: Consulta faturas
    BIQ->>INFO: GET /customers/{id}/invoices
    INFO->>FP: REST: consulta faturas + PDF (4P)
    FP-->>INFO: Lista de faturas + PDF Base64
    INFO-->>BIQ: Lista de faturas
    BIQ-->>BFF: Faturas
    BFF-->>ATD: Exibe faturas
    BFF->>MCI: POST /protocols/{num}/items (palitagem: consulta_faturas)
    MCI-->>MCEVP: Evento tpc-csit-protocol-item-topic
    MCEP->>VNX: SOAP: palitagem (Legacy Service Desk)
    MCEP->>AMD: SOAP: palitagem (Legacy CRM)
    ATD->>BFF: POST /billing/invoices/{id}/send
    BFF->>MPN: Envia fatura por email
    MPN->>COM: POST /communications/email (PDF Base64)
    COM-->>MPN: 202 Accepted
    MPN-->>BFF: Fatura enviada
    BFF->>MCI: POST /protocols/{num}/items (palitagem: envio_fatura_email)
    MCI-->>MCEVP: Evento tpc-csit-protocol-item-topic
    MCEP->>VNX: SOAP: palitagem (Legacy Service Desk)
    MCEP->>AMD: SOAP: palitagem (Legacy CRM)
    BFF-->>ATD: Protocolo #12345678 + confirmação
            

sequenceDiagram
    autonumber
    participant ATD as Atendente
    participant URA as URA (ElevenLabs)
    participant BFF as BFF Financial Support
    participant MCI as MS Customer Interaction (Interação com Cliente)
    participant MCEP as Event Processor (Interação com Cliente)
    participant MBD as MS Billing Dispute
    participant Informação do Cliente as MS Customer Billing Info (Informação do Cliente)
    participant FP as Legacy Billing System (Legado)
    participant BO as Backoffice
    participant COM as Customer Communication
    participant VNX as Legacy Service Desk (Legado)
    participant AMD as Legacy CRM (Legado)
    rect rgb(232, 245, 233)
    Note over URA,MCI: Abertura de Protocolo (início do atendimento)
    URA->>MCI: POST /customers/protocols
    MCI->>VNX: SOAP: registra protocolo (Legacy Service Desk)
    MCI->>AMD: SOAP: registra protocolo (Legacy CRM)
    MCI-->>URA: protocolNumber
    end
    ATD->>BFF: GET /billing/invoices (protocolNumber no header)
    BFF->>MBD: Consulta débitos
    MBD->>INFO: GET /tlf/invoices
    INFO->>FP: REST: consulta faturas e cobranças (4P)
    FP-->>INFO: Lista de faturas
    INFO-->>MBD: Débitos do cliente
    MBD-->>BFF: Débitos
    BFF-->>ATD: Exibe débitos
    ATD->>BFF: POST /disputes (protocolNumber no header)
    BFF->>MBD: Abre contestação
    MBD-->>BFF: DSP-001 (PENDING)
    BFF->>MCI: POST /protocols/{num}/items (palitagem: abertura_contestacao)
    MCI-->>MCEVP: Evento tpc-csit-protocol-item-topic
    MCEP->>VNX: SOAP: palitagem (Legacy Service Desk)
    MCEP->>AMD: SOAP: palitagem (Legacy CRM)
    BFF-->>ATD: DSP-001 + Protocolo
    BO->>BFF: PUT /disputes/DSP-001/approve
    BFF->>MBD: Aprovar
    MBD->>INFO: POST /adjustments (crédito)
    INFO->>FP: REST: POST /tlf/adjustments (crédito negativo, 4P)
    FP-->>INFO: Crédito aplicado (adjustmentId)
    INFO-->>MBD: Crédito aplicado
    MBD-->>BFF: CREDIT_APPLIED
    BFF->>MCI: POST /protocols/{num}/items (palitagem: credito_aplicado)
    MCI-->>MCEVP: Evento tpc-csit-protocol-item-topic
    MCEP->>VNX: SOAP: palitagem (Legacy Service Desk)
    MCEP->>AMD: SOAP: palitagem (Legacy CRM)
    BFF->>COM: Notifica cliente
    COM-->>BFF: 202 Accepted
            

sequenceDiagram
    autonumber
    participant ATD as Atendente
    participant URA as URA (ElevenLabs)
    participant BFF as BFF Financial Support
    participant MCI as MS Customer Interaction (Interação com Cliente)
    participant MCEP as Event Processor (Interação com Cliente)
    participant MDN as MS Debt Negotiation
    participant DCL as Legacy Debt Collection
    participant BIQ as MS Billing Inquiry
    participant Informação do Cliente as MS Customer Billing Info (Informação do Cliente)
    participant FP as Legacy Billing System (Legado)
    participant AI as Azure OpenAI
    participant COM as Customer Communication
    participant VNX as Legacy Service Desk (Legado)
    participant AMD as Legacy CRM (Legado)
    rect rgb(232, 245, 233)
    Note over URA,MCI: Abertura de Protocolo (início do atendimento)
    URA->>MCI: POST /customers/protocols
    MCI->>VNX: SOAP: registra protocolo (Legacy Service Desk)
    MCI->>AMD: SOAP: registra protocolo (Legacy CRM)
    MCI-->>URA: protocolNumber
    end
    ATD->>BFF: GET /negotiations/eligible-debts (protocolNumber no header)
    BFF->>BIQ: Consulta faturas vencidas
    BIQ->>INFO: GET /tlf/invoices (vencidas)
    INFO->>FP: REST: consulta faturas vencidas (4P)
    FP-->>INFO: Faturas vencidas
    INFO-->>BIQ: Débitos pendentes
    BIQ-->>BFF: Débitos pendentes
    BFF->>MDN: Consulta dívidas elegíveis (Legacy Debt Collection)
    MDN->>DCL: GET /debt-collection/debts
    DCL-->>MDN: Dívidas ativas
    MDN-->>BFF: Dívidas elegíveis
    BFF->>MCI: POST /protocols/{num}/items (palitagem: consulta_dividas)
    MCI-->>MCEVP: Evento tpc-csit-protocol-item-topic
    MCEP->>VNX: SOAP: palitagem (Legacy Service Desk)
    MCEP->>AMD: SOAP: palitagem (Legacy CRM)
    ATD->>BFF: POST /negotiations/simulate
    BFF->>MDN: Simula acordo
    MDN->>DCL: POST /debt-collection/simulations
    DCL-->>MDN: Opções de parcelamento
    BFF->>AI: Qual melhor opção?
    AI-->>BFF: Recomenda opção 2
    BFF-->>ATD: Opções + recomendação IA
    BFF->>MCI: POST /protocols/{num}/items (palitagem: simulacao_acordo)
    MCI-->>MCEVP: Evento tpc-csit-protocol-item-topic
    MCEP->>VNX: SOAP: palitagem (Legacy Service Desk)
    MCEP->>AMD: SOAP: palitagem (Legacy CRM)
    ATD->>BFF: POST /negotiations (aceita opção 2)
    BFF->>MDN: Formaliza acordo
    MDN->>DCL: POST /debt-collection/agreements
    DCL-->>MDN: Acordo formalizado
    BFF->>MCI: POST /protocols/{num}/items (palitagem: acordo_formalizado)
    MCI-->>MCEVP: Evento tpc-csit-protocol-item-topic
    MCEP->>VNX: SOAP: palitagem (Legacy Service Desk)
    MCEP->>AMD: SOAP: palitagem (Legacy CRM)
    BFF->>COM: Confirmação por email
    BFF-->>ATD: Protocolo + acordo
            

sequenceDiagram
    autonumber
    participant ATD as Atendente
    participant URA as URA (ElevenLabs)
    participant BFF as BFF Financial Support
    participant MCI as MS Customer Interaction (Interação com Cliente)
    participant MCEP as Event Processor (Interação com Cliente)
    participant BIQ as MS Billing Inquiry
    participant Informação do Cliente as MS Customer Billing Info (Informação do Cliente)
    participant CIMV2 as MS Customer Invoice Mgmt v2
    participant FP as Legacy Billing System (Legado)
    participant BLOB as Azure Blob Storage
    participant COM as Customer Communication
    participant VNX as Legacy Service Desk (Legado)
    participant AMD as Legacy CRM (Legado)
    rect rgb(232, 245, 233)
    Note over URA,MCI: Abertura de Protocolo (início do atendimento)
    URA->>MCI: POST /customers/protocols
    MCI->>VNX: SOAP: registra protocolo (Legacy Service Desk)
    MCI->>AMD: SOAP: registra protocolo (Legacy CRM)
    MCI-->>URA: protocolNumber
    end
    ATD->>BFF: GET /billing/invoices (protocolNumber no header)
    BFF->>BIQ: Consulta faturas
    BIQ->>INFO: GET /customers/{id}/invoices
    INFO->>FP: REST: consulta fatura + status (4P)
    FP-->>INFO: Fatura + status
    INFO-->>BIQ: Faturas + payment_code + download_url
    BIQ-->>BFF: Faturas
    BFF-->>ATD: Exibe faturas
    BFF->>MCI: POST /protocols/{num}/items (palitagem: consulta_faturas)
    MCI-->>MCEVP: Evento tpc-csit-protocol-item-topic
    MCEP->>VNX: SOAP: palitagem (Legacy Service Desk)
    MCEP->>AMD: SOAP: palitagem (Legacy CRM)
    ATD->>BFF: POST /invoices/{id}/duplicate
    BFF->>CIMV2: GET /invoiceDetails/{type}/{id}?responseContent=pdf
    CIMV2->>FP: REST: POST /tlf/invoices/{id}/payment-slip + PIX (4P)
    FP-->>CIMV2: Novo boleto + BRCode PIX
    CIMV2-->>BFF: PDF Base64 (gzip)
    BFF->>BLOB: Upload PDF (TTL 24h)
    BLOB-->>BFF: URL temporária (SAS token)
    BFF-->>ATD: PDF pronto
    BFF->>MCI: POST /protocols/{num}/items (palitagem: geracao_segunda_via)
    MCI-->>MCEVP: Evento tpc-csit-protocol-item-topic
    MCEP->>VNX: SOAP: palitagem (Legacy Service Desk)
    MCEP->>AMD: SOAP: palitagem (Legacy CRM)
    ATD->>BFF: POST /invoices/{id}/deliver (EMAIL)
    BFF->>COM: POST /communications/email
    COM-->>BFF: 202 Accepted
    BFF->>MCI: POST /protocols/{num}/items (palitagem: envio_segunda_via_email)
    MCI-->>MCEVP: Evento tpc-csit-protocol-item-topic
    MCEP->>VNX: SOAP: palitagem (Legacy Service Desk)
    MCEP->>AMD: SOAP: palitagem (Legacy CRM)
    BFF-->>ATD: Protocolo + confirmação
            

graph LR
    A[Developer Push] --> B[Azure DevOps Git]
    B --> C[Argo CD Sync]
    C --> D{Sync Policy}
    D -->|Automated| E[Auto Deploy]
    D -->|Manual| F[Manual Approval]
    E --> G[AKS Cluster]
    F --> G
    G --> H[Health Check]
    H -->|Healthy| I[Deployment OK]
    H -->|Degraded| J[Rollback]
    J --> B