diff --git a/src/components/layout/header.tsx b/src/components/layout/header.tsx
index 416ac350..1dfbd8e2 100644
--- a/src/components/layout/header.tsx
+++ b/src/components/layout/header.tsx
@@ -3,7 +3,6 @@
 import { useState, useEffect, useCallback, useRef } from 'react'
 import { useRouter } from 'next/navigation'
 import {
-  Circle,
   LogOut,
   User,
   ChevronDown,
@@ -33,12 +32,12 @@ import { AgentDiagnostic } from '@/components/phone/agent-diagnostic'
 const MANUAL_STATUSES: AgentStatus[] = ['available', 'busy', 'away', 'offline']
 
 const statusConfig: Record<AgentStatus, { label: string; color: string; dot: string }> = {
-  available: { label: 'Available', color: 'text-success',          dot: 'bg-success' },
-  busy:      { label: 'Busy',      color: 'text-destructive',      dot: 'bg-destructive' },
-  away:      { label: 'Away',      color: 'text-warning',          dot: 'bg-warning' },
-  on_call:   { label: 'On Call',   color: 'text-primary',          dot: 'bg-primary' },
-  wrap_up:   { label: 'Wrap Up',   color: 'text-warning',          dot: 'bg-amber-500' },
-  offline:   { label: 'Offline',   color: 'text-muted-foreground', dot: 'bg-muted-foreground' },
+  available: { label: 'Available', color: 'text-success', dot: 'bg-success' },
+  busy: { label: 'Busy', color: 'text-destructive', dot: 'bg-destructive' },
+  away: { label: 'Away', color: 'text-warning', dot: 'bg-warning' },
+  on_call: { label: 'On Call', color: 'text-primary', dot: 'bg-primary' },
+  wrap_up: { label: 'Wrap Up', color: 'text-warning', dot: 'bg-amber-500' },
+  offline: { label: 'Offline', color: 'text-muted-foreground', dot: 'bg-muted-foreground' },
 }
 
 const KNOWN_STATUSES: AgentStatus[] = ['available', 'busy', 'away', 'offline', 'on_call', 'wrap_up']
@@ -76,38 +75,52 @@ export function Header() {
     return () => window.removeEventListener('agent-status-optimistic', handleOptimistic)
   }, [])
 
-  const handleStatusChange = useCallback(async (newStatus: AgentStatus): Promise<boolean> => {
-    if (newStatus === 'available' && !isRegistered) {
-      showPresenceToast('Cannot go available — phone not connected. Please refresh.', 'error')
-      return false
-    }
+  const handleStatusChange = useCallback(
+    async (newStatus: AgentStatus): Promise<boolean> => {
+      if (newStatus === 'available' && !isRegistered) {
+        showPresenceToast('Cannot go available — phone not connected. Please refresh.', 'error')
+        return false
+      }
 
-    const previousStatus = status
-    setStatus(newStatus) // optimistic UI
-    window.dispatchEvent(
-      new CustomEvent('agent-status-optimistic', {
-        detail: { from: previousStatus, to: newStatus },
-      })
-    )
+      const previousStatus = status
+      setStatus(newStatus) // optimistic UI
+      window.dispatchEvent(
+        new CustomEvent('agent-status-optimistic', {
+          detail: { from: previousStatus, to: newStatus },
+        })
+      )
 
-    try {
-      // Use the presence API so both agent_presence AND users.agent_status
-      // are updated atomically — no more competing Supabase direct writes.
-      const res = await fetch('/api/agents/presence', {
-        method: 'POST',
-        headers: { 'Content-Type': 'application/json' },
-        body: JSON.stringify({ status: newStatus }),
-      })
-      const payload = (await res.json().catch(() => null)) as
-        | { noop?: boolean; reason?: string }
-        | null
+      try {
+        // Use the presence API so both agent_presence AND users.agent_status
+        // are updated atomically — no more competing Supabase direct writes.
+        const res = await fetch('/api/agents/presence', {
+          method: 'POST',
+          headers: { 'Content-Type': 'application/json' },
+          body: JSON.stringify({ status: newStatus }),
+        })
+        const payload = (await res.json().catch(() => null)) as
+          | { noop?: boolean; reason?: string }
+          | null
+
+        if (!res.ok) throw new Error(`Presence update failed: ${res.status}`)
 
-      if (!res.ok) throw new Error(`Presence update failed: ${res.status}`)
+        if (
+          payload?.noop === true &&
+          (payload.reason === 'restricted_status' || payload.reason === 'concurrent_modification')
+        ) {
+          setStatus(previousStatus)
+          window.dispatchEvent(
+            new CustomEvent('agent-status-optimistic', {
+              detail: { from: newStatus, to: previousStatus },
+            })
+          )
+          return false
+        }
 
-      if (
-        payload?.noop === true &&
-        (payload.reason === 'restricted_status' || payload.reason === 'concurrent_modification')
-      ) {
+        return true
+      } catch (err) {
+        console.error('[Header] Failed to persist agent status:', err)
+        // Revert optimistic update
         setStatus(previousStatus)
         window.dispatchEvent(
           new CustomEvent('agent-status-optimistic', {
@@ -116,20 +129,9 @@ export function Header() {
         )
         return false
       }
-
-      return true
-    } catch (err) {
-      console.error('[Header] Failed to persist agent status:', err)
-      // Revert optimistic update
-      setStatus(previousStatus)
-      window.dispatchEvent(
-        new CustomEvent('agent-status-optimistic', {
-          detail: { from: newStatus, to: previousStatus },
-        })
-      )
-      return false
-    }
-  }, [isRegistered, status])
+    },
+    [isRegistered, status]
+  )
 
   useEffect(() => {
     if (isRegistered) {
@@ -138,7 +140,9 @@ export function Header() {
   }, [isRegistered])
 
   useEffect(() => {
-    const activeCall = currentCall?.state && ['ringing_inbound', 'ringing_outbound', 'answering', 'active', 'held'].includes(currentCall.state)
+    const activeCall =
+      currentCall?.state &&
+      ['ringing_inbound', 'ringing_outbound', 'answering', 'active', 'held'].includes(currentCall.state)
     if (status === 'available' && hasInitialized && !isRegistered && !activeCall) {
       if (autoOfflineAttemptedRef.current) return
       autoOfflineAttemptedRef.current = true
@@ -163,16 +167,26 @@ export function Header() {
     router.refresh()
   }
 
-  const initials = [user.first_name?.[0], user.last_name?.[0]]
-    .filter(Boolean)
-    .join('')
-    .toUpperCase() || user.email[0].toUpperCase()
+  const initials =
+    [user.first_name?.[0], user.last_name?.[0]].filter(Boolean).join('').toUpperCase() ||
+    user.email[0].toUpperCase()
 
-  const displayName =
-    [user.first_name, user.last_name].filter(Boolean).join(' ') || user.email
+  const displayName = [user.first_name, user.last_name].filter(Boolean).join(' ') || user.email
 
   const currentConfig = statusConfig[status] ?? statusConfig['offline']
 
+  const presenceBadgeState: 'online' | 'offline' | 'degraded' | 'on_call' =
+    status === 'on_call' || status === 'wrap_up'
+      ? 'on_call'
+      : status === 'available' && connectionState !== 'offline'
+        ? connectionState === 'degraded'
+          ? 'degraded'
+          : 'online'
+        : 'offline'
+
+  const showOfflineBanner = status === 'offline' || connectionState === 'offline'
+  const showDegradedBanner = !showOfflineBanner && connectionState === 'degraded'
+
   return (
     <>
       <header className="flex h-14 items-center justify-between border-b border-border bg-card px-5">
@@ -181,17 +195,22 @@ export function Header() {
             {user.role}
           </Badge>
           <Badge
-            variant={connectionState === 'online' ? 'secondary' : connectionState === 'degraded' ? 'outline' : 'destructive'}
             className={cn(
               'text-xs font-semibold',
-              connectionState === 'online'
-                ? 'text-green-700'
-                : connectionState === 'degraded'
-                  ? 'text-amber-700'
-                  : 'text-red-700'
+              presenceBadgeState === 'online'
+                ? 'bg-green-600 text-white hover:bg-green-600'
+                : presenceBadgeState === 'offline'
+                  ? 'bg-red-600 text-white hover:bg-red-600'
+                  : 'bg-amber-300 text-amber-900 hover:bg-amber-300'
             )}
           >
-            {connectionState === 'online' ? '🟢 ONLINE' : connectionState === 'degraded' ? '🟠 DEGRADED' : '🔴 OFFLINE'}
+            {presenceBadgeState === 'online'
+              ? '🟢 ONLINE'
+              : presenceBadgeState === 'degraded'
+                ? '🟠 DEGRADED'
+                : presenceBadgeState === 'on_call'
+                  ? '🟡 ON CALL'
+                  : '🔴 OFFLINE'}
           </Badge>
         </div>
 
@@ -199,36 +218,40 @@ export function Header() {
           <ThemeToggle />
           <AgentDiagnostic />
 
-          {(status === 'on_call' || status === 'wrap_up') ? (
+          {status === 'on_call' || status === 'wrap_up' ? (
             <div className="flex h-8 items-center gap-2 rounded-md border border-border px-3">
               <span className={cn('h-2 w-2 rounded-full flex-shrink-0', currentConfig.dot)} />
-              <span className="text-sm">{status === 'wrap_up' && wrapUpSecondsRemaining > 0 ? `Wrap Up (${wrapUpSecondsRemaining}s)` : currentConfig.label}</span>
+              <span className="text-sm">
+                {status === 'wrap_up' && wrapUpSecondsRemaining > 0
+                  ? `Wrap Up (${wrapUpSecondsRemaining}s)`
+                  : currentConfig.label}
+              </span>
             </div>
           ) : (
-          <DropdownMenu>
-            <DropdownMenuTrigger asChild>
-              <Button variant="outline" size="sm" className="h-8 gap-2 px-3 border-border">
-                <span className={cn('h-2 w-2 rounded-full flex-shrink-0', currentConfig.dot)} />
-                <span className="text-sm">{currentConfig.label}</span>
-                <ChevronDown className="h-3 w-3 text-muted-foreground" />
-              </Button>
-            </DropdownMenuTrigger>
-            <DropdownMenuContent align="end">
-              {MANUAL_STATUSES.map((key) => {
-                const config = statusConfig[key]
-                return (
-                  <DropdownMenuItem
-                    key={key}
-                    onClick={() => handleStatusChange(key)}
-                    className="gap-2"
-                  >
-                    <span className={cn('h-2 w-2 rounded-full flex-shrink-0', config.dot)} />
-                    {status === 'offline' && key === 'available' ? 'Go Available' : config.label}
-                  </DropdownMenuItem>
-                )
-              })}
-            </DropdownMenuContent>
-          </DropdownMenu>
+            <DropdownMenu>
+              <DropdownMenuTrigger asChild>
+                <Button variant="outline" size="sm" className="h-8 gap-2 px-3 border-border">
+                  <span className={cn('h-2 w-2 rounded-full flex-shrink-0', currentConfig.dot)} />
+                  <span className="text-sm">{currentConfig.label}</span>
+                  <ChevronDown className="h-3 w-3 text-muted-foreground" />
+                </Button>
+              </DropdownMenuTrigger>
+              <DropdownMenuContent align="end">
+                {MANUAL_STATUSES.map((key) => {
+                  const config = statusConfig[key]
+                  return (
+                    <DropdownMenuItem
+                      key={key}
+                      onClick={() => handleStatusChange(key)}
+                      className="gap-2"
+                    >
+                      <span className={cn('h-2 w-2 rounded-full flex-shrink-0', config.dot)} />
+                      {status === 'offline' && key === 'available' ? 'Go Available' : config.label}
+                    </DropdownMenuItem>
+                  )
+                })}
+              </DropdownMenuContent>
+            </DropdownMenu>
           )}
 
           <DropdownMenu>
@@ -260,7 +283,10 @@ export function Header() {
                 Settings
               </DropdownMenuItem>
               <DropdownMenuSeparator />
-              <DropdownMenuItem className="text-destructive focus:text-destructive" onClick={handleLogout}>
+              <DropdownMenuItem
+                className="text-destructive focus:text-destructive"
+                onClick={handleLogout}
+              >
                 <LogOut className="mr-2 h-4 w-4" />
                 Sign Out
               </DropdownMenuItem>
@@ -269,19 +295,21 @@ export function Header() {
         </div>
       </header>
 
-      {connectionState !== 'online' && (
+      {(showOfflineBanner || showDegradedBanner) && (
         <div
           className={cn(
             'flex items-center justify-between border-b px-5 py-2 text-sm',
-            connectionState === 'degraded'
-              ? 'border-amber-300 bg-amber-50 text-amber-800'
-              : 'border-red-300 bg-red-50 text-red-800'
+            showOfflineBanner
+              ? 'border-red-300 bg-red-50 text-red-800'
+              : 'border-amber-300 bg-amber-50 text-amber-800'
           )}
         >
           <span>
-            {connectionState === 'degraded'
-              ? 'Connection is degraded. Calls should still route, but reconnecting is recommended.'
-              : 'You are currently offline. Calls will not be routed to you.'}
+            {status === 'offline'
+              ? 'You are currently offline. Calls will not be routed to you.'
+              : connectionState === 'offline'
+                ? 'Connection lost. Attempting to reconnect...'
+                : 'Connection is degraded. Calls should still route, but reconnecting is recommended.'}
           </span>
           <button
             type="button"
diff --git a/src/hooks/usePresence.ts b/src/hooks/usePresence.ts
index 73399722..320c957d 100644
--- a/src/hooks/usePresence.ts
+++ b/src/hooks/usePresence.ts
@@ -12,6 +12,7 @@ const HEARTBEAT_RETRY_MAX_MS = 30_000
 const WRAP_UP_SYNC_EVENT = 'agent-wrap-up-ends-at'
 const PRESENCE_RESTORE_KEY = 'agent-presence:last-status'
 const PRESENCE_RESTORE_MAX_AGE_MS = 15_000
+const HEARTBEAT_RECENCY_MS = 60_000
 const PRESENCE_LEADER_KEY = 'presence-leader'
 const PRESENCE_LEADER_FRESH_MS = 5_000
 const BC_LEADER_HEARTBEAT_INTERVAL_MS = 3_000 // Leader broadcasts heartbeat every 3s
@@ -602,12 +603,16 @@ export function usePresence() {
             if (raw) {
               const parsed = JSON.parse(raw) as { status?: AgentStatus; at?: number }
               const ageMs = Date.now() - Number(parsed?.at ?? 0)
-              const heartbeatAgeMs = lastHeartbeatIso ? Date.now() - new Date(lastHeartbeatIso).getTime() : Number.POSITIVE_INFINITY
+              const heartbeatAgeMs = lastHeartbeatIso
+                ? Date.now() - new Date(lastHeartbeatIso).getTime()
+                : Number.POSITIVE_INFINITY
+
+              // Only restore when this was a near-immediate refresh while actively working.
+              // If heartbeat is older than 60s, default to offline and require manual re-available.
               if (
-                parsed?.status &&
-                parsed.status !== 'offline' &&
+                parsed?.status === 'available' &&
                 ageMs <= PRESENCE_RESTORE_MAX_AGE_MS &&
-                heartbeatAgeMs <= PRESENCE_RESTORE_MAX_AGE_MS
+                heartbeatAgeMs <= HEARTBEAT_RECENCY_MS
               ) {
                 await updateStatus(parsed.status)
                 return
diff --git a/src/lib/webhooks/handlers.ts b/src/lib/webhooks/handlers.ts
index b9322318..f73ec909 100644
--- a/src/lib/webhooks/handlers.ts
+++ b/src/lib/webhooks/handlers.ts
@@ -1301,20 +1301,13 @@ export async function handleGatherEnded(
     }
 
     case 'voicemail': {
-      const ivrVmOk = await speakMessage(
+      await startVoicemailFlow({
         callControlId,
-        'Please leave a message and we\'ll get back to you as soon as possible.',
-        encodeClientState({
-          action: 'voicemail_prompt',
-          call_id: callId,
-          tenant_id: tenantId,
-          inbound_call_control_id: callControlId,
-        })
-      )
-      if (!ivrVmOk) {
-        console.error('[handler] speakMessage failed — hanging up')
-        try { await hangupCall(callControlId) } catch {}
-      }
+        callId,
+        tenantId,
+        message: 'Please leave a message and we\'ll get back to you as soon as possible.',
+        context: 'handleGatherEnded:ivr_route_voicemail',
+      })
       break
     }
 
@@ -1434,20 +1427,13 @@ async function executeDefaultAction(
 
   switch (action) {
     case 'voicemail': {
-      const defaultVmOk = await speakMessage(
+      await startVoicemailFlow({
         callControlId,
-        'Please leave a message and we\'ll get back to you as soon as possible.',
-        encodeClientState({
-          action: 'voicemail_prompt',
-          call_id: context.callId,
-          tenant_id: context.tenantId,
-          inbound_call_control_id: callControlId,
-        })
-      )
-      if (!defaultVmOk) {
-        console.error('[handler] speakMessage failed — hanging up')
-        try { await hangupCall(callControlId) } catch {}
-      }
+        callId: context.callId,
+        tenantId: context.tenantId,
+        message: 'Please leave a message and we\'ll get back to you as soon as possible.',
+        context: 'executeDefaultAction:voicemail',
+      })
       break
     }
     case 'hangup': {
@@ -1475,6 +1461,114 @@ async function executeDefaultAction(
 /** Max time a non-bridged inbound call is allowed to stay alive before force-hangup. */
 const MAX_CALL_TTL_MS = 10 * 60 * 1000 // 10 minutes
 
+async function enforceUnbridgedCallTtl(
+  callId: string,
+  callControlId: string,
+  context: string
+): Promise<boolean> {
+  if (!callId || !callControlId) return false
+
+  const admin = createAdminClient()
+  const { data: ttlCheck } = await admin
+    .from('calls')
+    .select('initiated_at, bridged_at, ended_at')
+    .eq('id', callId)
+    .maybeSingle()
+
+  if (ttlCheck && !ttlCheck.bridged_at && !ttlCheck.ended_at && ttlCheck.initiated_at) {
+    const ageMs = Date.now() - new Date(ttlCheck.initiated_at as string).getTime()
+    if (ageMs > MAX_CALL_TTL_MS) {
+      console.error('[Telnyx] CRITICAL: TTL exceeded - force-hanging up call:', {
+        context,
+        callId,
+        callControlId,
+        ageMs,
+        maxMs: MAX_CALL_TTL_MS,
+      })
+      try {
+        await hangupCall(callControlId)
+        return true
+      } catch (err) {
+        console.error('[Telnyx] CRITICAL: TTL force-hangup failed:', {
+          context,
+          callId,
+          callControlId,
+          error: err instanceof Error ? err.message : String(err),
+        })
+        throw err
+      }
+    }
+  }
+
+  return false
+}
+
+async function startVoicemailFlow(params: {
+  callControlId: string
+  callId: string
+  tenantId: string
+  message: string
+  context: string
+}): Promise<boolean> {
+  const { callControlId, callId, tenantId, message, context } = params
+
+  if (!callId) {
+    console.error('[Telnyx] Cannot start voicemail flow without a call id:', {
+      context,
+      callControlId,
+    })
+    try { await hangupCall(callControlId) } catch {}
+    return false
+  }
+
+  const markedPending = await updateCallRecordWithRetry({
+    match: { id: callId },
+    update: {
+      voicemail: true,
+      disposition: 'VOICEMAIL_PENDING',
+      ivr_exit_at: new Date().toISOString(),
+    },
+    context: `${context}:mark_voicemail_pending`,
+  })
+
+  if (!markedPending) {
+    console.error('[Telnyx] Aborting voicemail flow because pending state was not persisted:', {
+      context,
+      callId,
+      callControlId,
+    })
+    try { await hangupCall(callControlId) } catch {}
+    return false
+  }
+
+  const state = encodeClientState({
+    action: 'voicemail_prompt',
+    call_id: callId,
+    tenant_id: tenantId,
+    inbound_call_control_id: callControlId,
+    voicemail_mode: true,
+    voicemail_started_at: Date.now(),
+  })
+
+  const promptOk = await speakMessage(callControlId, message, state)
+  if (!promptOk) {
+    await updateCallRecordWithRetry({
+      match: { id: callId },
+      update: { disposition: 'VOICEMAIL_PROMPT_FAILED' },
+      context: `${context}:prompt_failed`,
+    })
+    console.error('[Telnyx] Voicemail prompt failed, hanging up:', {
+      context,
+      callId,
+      callControlId,
+    })
+    try { await hangupCall(callControlId) } catch {}
+    return false
+  }
+
+  return true
+}
+
 async function routeToACD(
   callControlId: string,
   context: {
@@ -1493,32 +1587,8 @@ async function routeToACD(
 
   // TTL safety net: if this call has been alive for more than MAX_CALL_TTL_MS
   // and is not yet bridged, force-hang up to prevent ghost calls.
-  if (callId) {
-    const { data: ttlCheck } = await admin
-      .from('calls')
-      .select('initiated_at, bridged_at, ended_at')
-      .eq('id', callId)
-      .maybeSingle()
-
-    if (ttlCheck && !ttlCheck.bridged_at && !ttlCheck.ended_at && ttlCheck.initiated_at) {
-      const ageMs = Date.now() - new Date(ttlCheck.initiated_at as string).getTime()
-      if (ageMs > MAX_CALL_TTL_MS) {
-        console.error('[Telnyx] CRITICAL: routeToACD TTL exceeded - force-hanging up ghost call:', {
-          callId,
-          callControlId,
-          ageMs,
-          maxMs: MAX_CALL_TTL_MS,
-        })
-        await hangupCall(callControlId).catch((err) => {
-          console.error('[Telnyx] CRITICAL: TTL force-hangup also failed - manual intervention needed:', {
-            callId,
-            callControlId,
-            error: err instanceof Error ? err.message : String(err),
-          })
-        })
-        return
-      }
-    }
+  if (callId && await enforceUnbridgedCallTtl(callId, callControlId, 'routeToACD')) {
+    return
   }
 
   // Update IVR exit time
@@ -1591,36 +1661,13 @@ async function routeToACD(
     } else if ((onlineCount ?? 0) === 0) {
       console.log('[Telnyx] Zero agents online - skipping queue, sending directly to voicemail:', { callId, tenantId })
       await ensureDefaultVoicemailBox(tenantId)
-      if (callId) {
-        await admin.from('calls').update({ voicemail: true } as Record<string, unknown>).eq('id', callId)
-      }
-      const prompted = await speakMessage(
+      await startVoicemailFlow({
         callControlId,
-        'We\'re sorry, but no agents are available to take your call right now. Please leave a message and we\'ll get back to you as soon as possible.',
-        encodeClientState({
-          action: 'voicemail_prompt',
-          call_id: callId,
-          tenant_id: tenantId,
-          inbound_call_control_id: callControlId,
-        })
-      )
-      if (!prompted) {
-        console.error('[Telnyx] Zero-agents-online voicemail prompt failed; hanging up caller:', {
-          callId,
-          tenantId,
-          callControlId,
-        })
-        try {
-          await hangupCall(callControlId)
-        } catch (err) {
-          console.error('[Telnyx] Zero-agents-online fallback hangup failed:', {
-            callId,
-            tenantId,
-            callControlId,
-            error: err instanceof Error ? err.message : String(err),
-          })
-        }
-      }
+        callId,
+        tenantId,
+        message: 'We\'re sorry, but no agents are available to take your call right now. Please leave a message and we\'ll get back to you as soon as possible.',
+        context: 'routeToACD:zero_agents_online',
+      })
       return
     }
   }
@@ -1630,23 +1677,13 @@ async function routeToACD(
     // No queue configured -- fall back to voicemail
     console.log('[Telnyx] No queue configured and no agent available -- voicemail')
     await ensureDefaultVoicemailBox(tenantId)
-    if (callId) {
-      await admin.from('calls').update({ voicemail: true } as Record<string, unknown>).eq('id', callId)
-    }
-    const noQueueVmOk = await speakMessage(
+    await startVoicemailFlow({
       callControlId,
-      'We\'re sorry, but no agents are available to take your call right now. Please leave a message and we\'ll get back to you as soon as possible.',
-      encodeClientState({
-        action: 'voicemail_prompt',
-        call_id: callId,
-        tenant_id: tenantId,
-        inbound_call_control_id: callControlId,
-      })
-    )
-    if (!noQueueVmOk) {
-      console.error('[handler] speakMessage failed — hanging up')
-      try { await hangupCall(callControlId) } catch {}
-    }
+      callId,
+      tenantId,
+      message: 'We\'re sorry, but no agents are available to take your call right now. Please leave a message and we\'ll get back to you as soon as possible.',
+      context: 'routeToACD:no_queue_voicemail',
+    })
     return
   }
 
@@ -1669,27 +1706,13 @@ async function routeToACD(
     console.error('[Telnyx] addToQueue failed, falling back to voicemail:', { callId, tenantId, error: msg })
     // Fall back to voicemail instead of crashing - caller shouldn't get silence
     await ensureDefaultVoicemailBox(tenantId)
-    if (callId) {
-      await updateCallRecordWithRetry({
-        match: { id: callId },
-        update: { voicemail: true, disposition: 'queue_failed_voicemail' },
-        context: 'routeToACD:addToQueue_failed_voicemail_fallback',
-      })
-    }
-    const addToQueueFailOk = await speakMessage(
+    await startVoicemailFlow({
       callControlId,
-      'We\'re sorry, but no agents are available to take your call right now. Please leave a message and we\'ll get back to you as soon as possible.',
-      encodeClientState({
-        action: 'voicemail_prompt',
-        call_id: callId,
-        tenant_id: tenantId,
-        inbound_call_control_id: callControlId,
-      })
-    )
-    if (!addToQueueFailOk) {
-      console.error('[handler] speakMessage failed — hanging up')
-      try { await hangupCall(callControlId) } catch {}
-    }
+      callId,
+      tenantId,
+      message: 'We\'re sorry, but no agents are available to take your call right now. Please leave a message and we\'ll get back to you as soon as possible.',
+      context: 'routeToACD:addToQueue_failed_voicemail_fallback',
+    })
     return
   }
 
@@ -2084,25 +2107,14 @@ export async function handleOverflow(
 
   switch (queue.overflow_action) {
     case 'voicemail': {
-      const admin = createAdminClient()
       await ensureDefaultVoicemailBox(tenantId)
-      if (callId) {
-        await admin.from('calls').update({ voicemail: true } as Record<string, unknown>).eq('id', callId)
-      }
-      const overflowVmOk = await speakMessage(
+      await startVoicemailFlow({
         callControlId,
-        'We\'re sorry, but all agents are currently busy and the queue is full. Please leave a message and we\'ll get back to you as soon as possible.',
-        encodeClientState({
-          action: 'voicemail_prompt',
-          call_id: callId,
-          tenant_id: tenantId,
-          inbound_call_control_id: callControlId,
-        })
-      )
-      if (!overflowVmOk) {
-        console.error('[Telnyx] Voicemail speakMessage failed — hanging up')
-        await hangupCall(callControlId).catch(() => {})
-      }
+        callId,
+        tenantId,
+        message: 'We\'re sorry, but all agents are currently busy and the queue is full. Please leave a message and we\'ll get back to you as soon as possible.',
+        context: 'handleOverflow:voicemail',
+      })
       break
     }
 
@@ -2368,27 +2380,13 @@ export async function handleQueueHoldEnd(
     }
 
     await ensureDefaultVoicemailBox(tenantId)
-    if (callId) {
-      await createAdminClient()
-        .from('calls')
-        .update({ voicemail: true } as Record<string, unknown>)
-        .eq('id', callId)
-    }
-
-    const queueWaitVmOk = await speakMessage(
+    await startVoicemailFlow({
       callControlId,
-      'We\'re sorry, but no agents are available to take your call right now. Please leave a message and we\'ll get back to you as soon as possible.',
-      encodeClientState({
-        action: 'voicemail_prompt',
-        call_id: callId,
-        tenant_id: tenantId,
-        inbound_call_control_id: callControlId,
-      })
-    )
-    if (!queueWaitVmOk) {
-      console.error('[handler] speakMessage failed — hanging up')
-      try { await hangupCall(callControlId) } catch {}
-    }
+      callId,
+      tenantId,
+      message: 'We\'re sorry, but no agents are available to take your call right now. Please leave a message and we\'ll get back to you as soon as possible.',
+      context: 'handleQueueHoldEnd:queue_wait_fallback_voicemail',
+    })
     return
   }
 
@@ -2852,7 +2850,7 @@ async function recoverIvrToQueueOnSpeakEnd(callControlId: string): Promise<void>
   const admin = createAdminClient()
   const { data: callRecord, error } = await admin
     .from('calls')
-    .select('id, tenant_id, campaign_id, from_number, lead_id, ivr_entry_at, ivr_exit_at, queue_entry_at, bridged_at, ended_at')
+    .select('id, tenant_id, campaign_id, from_number, lead_id, voicemail, disposition, ivr_entry_at, ivr_exit_at, queue_entry_at, bridged_at, ended_at')
     .eq('telnyx_call_control_id', callControlId)
     .eq('direction', 'inbound')
     .maybeSingle()
@@ -2868,6 +2866,17 @@ async function recoverIvrToQueueOnSpeakEnd(callControlId: string): Promise<void>
   // Only recover calls that are clearly in IVR and not yet routed.
   if (!callRecord.ivr_entry_at || alreadyRouted) return
 
+  // Loop breaker: if call is already in voicemail flow, never bounce back into IVR/ACD.
+  // This specifically prevents voicemail_prompt -> missing client_state -> IVR replay loops.
+  if (callRecord.voicemail || callRecord.disposition === 'VOICEMAIL_PENDING') {
+    console.warn('[Telnyx] speak.ended missing client_state while voicemail pending; force-hanging up to prevent IVR loop:', {
+      callId: callRecord.id,
+      callControlId,
+    })
+    await hangupCall(callControlId).catch(() => {})
+    return
+  }
+
   const campaignId = (callRecord.campaign_id as string) || null
   let campaignName: string | null = null
   if (campaignId) {
@@ -2924,6 +2933,14 @@ export async function handleSpeakEnded(
   }
 
   const state = decodeClientState(clientStateRaw)
+  const stateCallId = (state.call_id as string) || ''
+
+  // Global TTL guard on speak loops (IVR/queue/voicemail prompts).
+  const ttlCallControlId =
+    (state.inbound_call_control_id as string) || callControlId
+  if (stateCallId && await enforceUnbridgedCallTtl(stateCallId, ttlCallControlId, `handleSpeakEnded:${String(state.action || 'unknown')}`)) {
+    return
+  }
 
   if (state.action === 'whisper_complete') {
     // Whisper done -- bridge the two legs
@@ -3012,8 +3029,37 @@ export async function handleSpeakEnded(
     // Voicemail prompt done -- start recording immediately
     // The prompt message itself tells callers when to start speaking
     const callId = state.call_id as string
+    const tenantId = (state.tenant_id as string) || ''
     console.log('[Telnyx] Voicemail prompt done, starting recording:', { callId })
 
+    // recording_url is only written after recording upload; watchdog must outlive max recording length.
+    setTimeout(async () => {
+      if (!callId) return
+      try {
+        const admin = createAdminClient()
+        const { data: callRow } = await admin
+          .from('calls')
+          .select('id, ended_at, recording_started_at, bridged_at')
+          .eq('id', callId)
+          .maybeSingle()
+
+        const stillStuck = Boolean(callRow && !callRow.ended_at && !callRow.recording_started_at && !callRow.bridged_at)
+        if (stillStuck) {
+          console.error('[Telnyx] Voicemail watchdog fired - recording never started, force hangup:', {
+            callId,
+            callControlId,
+          })
+          await hangupCall(callControlId).catch(() => {})
+        }
+      } catch (watchdogErr) {
+        console.error('[Telnyx] Voicemail watchdog check failed:', {
+          callId,
+          callControlId,
+          error: watchdogErr instanceof Error ? watchdogErr.message : String(watchdogErr),
+        })
+      }
+    }, 130000)
+
     // Start recording -- max 120 seconds, stop on silence
     try {
       const recordRes = await fetch(
@@ -3032,7 +3078,8 @@ export async function handleSpeakEnded(
             client_state: encodeClientState({
               action: 'voicemail_recording',
               call_id: callId,
-              tenant_id: state.tenant_id,
+              tenant_id: tenantId,
+              voicemail_mode: true,
             }),
           }),
           signal: AbortSignal.timeout(8000),
@@ -3040,11 +3087,32 @@ export async function handleSpeakEnded(
       )
 
       if (!recordRes.ok) {
-        console.error('[Telnyx] Failed to start voicemail recording:', await recordRes.text())
+        const errorBody = await recordRes.text()
+        console.error('[Telnyx] Failed to start voicemail recording:', errorBody)
+        if (callId) {
+          await updateCallRecordWithRetry({
+            match: { id: callId },
+            update: { disposition: 'VOICEMAIL_RECORD_START_FAILED' },
+            context: 'handleSpeakEnded:voicemail_prompt_record_start_failed',
+          })
+        }
         await hangupCall(callControlId).catch(() => {})
+      } else if (callId) {
+        await updateCallRecordWithRetry({
+          match: { id: callId },
+          update: { recording_started_at: new Date().toISOString() },
+          context: 'handleSpeakEnded:voicemail_prompt_record_started',
+        })
       }
     } catch (err) {
       console.error('[Telnyx] Exception starting voicemail recording:', err)
+      if (callId) {
+        await updateCallRecordWithRetry({
+          match: { id: callId },
+          update: { disposition: 'VOICEMAIL_RECORD_START_FAILED' },
+          context: 'handleSpeakEnded:voicemail_prompt_record_start_exception',
+        })
+      }
       await hangupCall(callControlId).catch(() => {})
     }
     return
@@ -3175,6 +3243,11 @@ export async function handlePlaybackEnded(
   }
 
   const state = decodeClientState(clientStateRaw)
+  const stateCallId = (state.call_id as string) || ''
+
+  if (stateCallId && await enforceUnbridgedCallTtl(stateCallId, callControlId, `handlePlaybackEnded:${String(state.action || 'unknown')}`)) {
+    return
+  }
 
   if (state.action === 'hold_music') {
     // Loop hold music -- but only if the call hasn't been bridged or ended
@@ -3535,24 +3608,13 @@ export async function handleCallHangup(
         console.log('[Telnyx] All agents exhausted, sending to voicemail:', { callId, attempts: attempt })
 
         await ensureDefaultVoicemailBox(tenantId)
-        await admin.from('calls').update({ voicemail: true } as Record<string, unknown>).eq('id', callId)
-
-        const vmState = encodeClientState({
-          action: 'voicemail_prompt',
-          call_id: callId,
-          tenant_id: tenantId,
-          inbound_call_control_id: inboundCallControlId,
+        await startVoicemailFlow({
+          callControlId: inboundCallControlId,
+          callId,
+          tenantId,
+          message: 'We\'re sorry, but no agents are available to take your call right now. Please leave a message and we\'ll get back to you as soon as possible.',
+          context: 'handleCallHangup:agent_retry_exhausted_voicemail',
         })
-
-        const allExhaustedVmOk = await speakMessage(
-          inboundCallControlId,
-          'We\'re sorry, but no agents are available to take your call right now. Please leave a message and we\'ll get back to you as soon as possible.',
-          vmState
-        )
-        if (!allExhaustedVmOk) {
-          console.error('[handler] speakMessage failed — hanging up')
-          try { await hangupCall(inboundCallControlId) } catch {}
-        }
       } else if (inboundCallControlId) {
         await hangupCall(inboundCallControlId).catch(() => {})
       }