Merge pull request 'YARA-1164' (#222) from s.yahyaee/yara724-api:main into main

Reviewed-on: Yara724/api#222

scripts/verify-plate-normalization.mjs

@@ -0,0 +1,86 @@
+#!/usr/bin/env node
+/**
+ * Quick manual verification for plate normalization.
+ *
+ * Usage:  node scripts/verify-plate-normalization.mjs
+ *
+ * Demonstrates that:
+ *   339ه‍77  (ه + U+200D)  ->  339ه77  ->  letter ه -> code 15
+ *   339ي77   (Arabic ي)    ->  339ی77  ->  letter ی -> code 16
+ */
+
+// ---------- paste the pure function here so no build needed ----------
+function normalizePlateText(text) {
+  if (!text) return text;
+  let result = String(text);
+  result = result.normalize("NFKC");
+  result = result.replace(/[\u200C\u200D\u200E\u200F\uFEFF]/g, "");
+  result = result.replace(/\u064A/g, "\u06CC"); // Arabic ي → Persian ی
+  result = result.trim();
+  return result;
+}
+
+// ---------- the canonical plate-letter → code mapping ----------
+const PLATE_LETTER_MAP = {
+  الف: 1, ب: 2, پ: 3, ج: 4, د: 5,
+  س: 6, ص: 7, ط: 8, ع: 9, ق: 10,
+  ل: 11, م: 12, ن: 13, و: 14, ه: 15,
+  ی: 16, ک: 17, ژ: 18, ت: 19, ث: 20,
+  ز: 21, ش: 22, ف: 23, گ: 24,
+};
+
+function extractAndMap(plateString) {
+  const normalized = normalizePlateText(plateString);
+
+  // Simple parser: digits | letter | digits  (left+right digits, 1 letter)
+  const match = normalized.match(/^(\d+)([^\d]+)(\d+)$/);
+  if (!match) return { input: plateString, normalized, error: "no match" };
+
+  const [, leftDigits, letterRaw, rightDigits] = match;
+  const letter = normalizePlateText(letterRaw);
+  const code = PLATE_LETTER_MAP[letter];
+
+  return {
+    input: plateString,
+    normalized,
+    leftDigits,
+    letter,
+    rightDigits,
+    code,
+    ok: code !== undefined,
+  };
+}
+
+// ---------- test cases ----------
+const cases = [
+  { desc: "ه + ZWJ (the original bug)", plate: "339ه\u200D77" },
+  { desc: "Arabic ي → Persian ی",        plate: "339ي77" },
+  { desc: "ه + ZWNJ",                    plate: "339ه\u200C77" },
+  { desc: "RTL mark around letter",      plate: "339\u200Fه\u200E77" },
+  { desc: "BOM + ZWJ combined",          plate: "\uFEFF339ه\u200D77" },
+  { desc: "clean letter (no junk)",       plate: "339ه77" },
+  { desc: "full plate: الف",             plate: "11الف22" },
+  { desc: "full plate: ی",               plate: "55ی99" },
+];
+
+console.log("Plate Normalization Verification\n");
+console.log("=".repeat(72));
+
+let allPassed = true;
+for (const { desc, plate } of cases) {
+  const r = extractAndMap(plate);
+  const status = r.ok ? "PASS" : "FAIL";
+  if (!r.ok) allPassed = false;
+
+  console.log(`\n[${status}] ${desc}`);
+  console.log(`  Input:     ${JSON.stringify(plate)}`);
+  console.log(`  Normalized: ${JSON.stringify(r.normalized)}`);
+  if (r.letter) {
+    console.log(`  Letter:    ${r.letter}  (U+${r.letter.charCodeAt(0).toString(16).toUpperCase().padStart(4, "0")})`);
+  }
+  console.log(`  Code:      ${r.code ?? "undefined"}`);
+}
+
+console.log("\n" + "=".repeat(72));
+console.log(allPassed ? "\n  All tests PASSED ✓" : "\n  Some tests FAILED ✗");
+process.exit(allPassed ? 0 : 1);

src/Types&Enums/role.enum.ts

@@ -9,4 +9,5 @@ export enum RoleEnum {
   FILE_MAKER = "file_maker",
   FILE_REVIEWER = "file_reviewer",
   SUPER_ADMIN = "super_admin",
+  CALL_CENTER = "call_center",
 }

src/auth/auth-services/actor.auth.service.ts

@@ -29,6 +29,7 @@ import { FieldExpertDbService } from "src/users/entities/db-service/field-expert
 import { RegistrarDbService } from "src/users/entities/db-service/registrar.db.service";
 import { FileMakerDbService } from "src/users/entities/db-service/file-maker.db.service";
 import { FileReviewerDbService } from "src/users/entities/db-service/file-reviewer.db.service";
+import { CallCenterAgentDbService } from "src/users/entities/db-service/call-center-agent.db.service";
 import { HashService } from "src/utils/hash/hash.service";
 import { OtpGeneratorService } from "src/sms-orchestration/otp-generator.service";
 import { SuperAdminDbService } from "src/super-admin/entities/db-service/super-admin.db.service";
@@ -58,6 +59,7 @@ export class ActorAuthService {
     private readonly fileMakerDbService: FileMakerDbService,
     private readonly fileReviewerDbService: FileReviewerDbService,
     private readonly superAdminDbService: SuperAdminDbService,
+    private readonly callCenterAgentDbService: CallCenterAgentDbService,
   ) {}
 
   // TODO convrt to class for dynamic controller
@@ -123,6 +125,14 @@ export class ActorAuthService {
           });
         else res = await this.superAdminDbService.findByLoginIdentifier(username);
         break;
+      case RoleEnum.CALL_CENTER:
+        if (username == null && userId)
+          res = await this.callCenterAgentDbService.findOne({
+            _id: new Types.ObjectId(userId),
+          });
+        else
+          res = await this.callCenterAgentDbService.findByLoginIdentifier(username);
+        break;
       default:
         return null;
     }

src/claim-request-management/claim-request-management.module.ts

@@ -57,6 +57,7 @@ import { JwtModule } from "@nestjs/jwt";
 import { MediaPolicyModule } from "src/media-policy/media-policy.module";
 import { FanavaranAuditModule } from "src/fanavaran/fanavaran-audit.module";
 import { FanavaranLookupModule } from "src/fanavaran/fanavaran-lookup.module";
+import { PlateNormalizerModule } from "src/utils/plate-normalizer/plate-normalizer.module";
 
 @Module({
   imports: [
@@ -67,6 +68,7 @@ import { FanavaranLookupModule } from "src/fanavaran/fanavaran-lookup.module";
     }),
     FanavaranAuditModule,
     FanavaranLookupModule,
+    PlateNormalizerModule,
     PublicIdModule,
     UsersModule,
     RequestManagementModule,

src/claim-request-management/claim-request-management.service.ts

@@ -156,6 +156,7 @@ import {
   resolvePartCaptureIndex,
 } from "src/helpers/outer-damage-parts";
 import { normalizeMoneyAmountString } from "src/utils/unicode-digits";
+import { PlateNormalizerService } from "src/utils/plate-normalizer/plate-normalizer.service";
 
 import {
   CAPTURE_PHASE_DAMAGED_PARTY_DOC_KEYS,
@@ -352,6 +353,7 @@ export class ClaimRequestManagementService {
     private readonly fanavaranLookupService: FanavaranLookupService,
     private readonly fileMakerDbService: FileMakerDbService,
     private readonly fieldExpertDbService: FieldExpertDbService,
+    private readonly plateNormalizer: PlateNormalizerService,
   ) {}
 
   private requiredDocumentKeysV2(isCarBody: boolean): string[] {
@@ -503,7 +505,7 @@ export class ClaimRequestManagementService {
     const ir = Number(irRaw);
     const leftDigits = Number(leftRaw);
     const centerDigits = Number(centerRaw);
-    const centerAlphabet = String(alphaRaw || "").trim();
+    const centerAlphabet = this.plateNormalizer.normalizePlateText(String(alphaRaw || ""));
     if (
       !Number.isFinite(ir) ||
       !Number.isFinite(leftDigits) ||
@@ -530,11 +532,11 @@ export class ClaimRequestManagementService {
       Number.isFinite(Number(p.leftDigits)) &&
       Number.isFinite(Number(p.centerDigits)) &&
       Number.isFinite(Number(p.ir)) &&
-      String(p.centerAlphabet || "").trim()
+      this.plateNormalizer.normalizePlateText(String(p.centerAlphabet || ""))
     ) {
       return {
         leftDigits: Number(p.leftDigits),
-        centerAlphabet: String(p.centerAlphabet).trim(),
+        centerAlphabet: this.plateNormalizer.normalizePlateText(String(p.centerAlphabet)),
         centerDigits: Number(p.centerDigits),
         ir: Number(p.ir),
       };
@@ -3602,9 +3604,10 @@ export class ClaimRequestManagementService {
     if (centerAlphabet == null) return null;
     const raw = String(centerAlphabet).trim();
     if (!raw) return null;
-    const asNumber = Number(raw);
+    const normalized = this.plateNormalizer.normalizePlateText(raw);
+    const asNumber = Number(normalized);
     if (Number.isFinite(asNumber)) return asNumber;
-    return FANAVARAN_PLATE_LETTER_CODE[raw] ?? null;
+    return this.plateNormalizer.resolvePlateLetterCode(normalized, FANAVARAN_PLATE_LETTER_CODE);
   }
 
   private formatFanavaranPlateNo(

src/claim-request-management/expert-initiated-claim.mirror.controller.ts

@@ -4,9 +4,12 @@ import {
   Body,
   Controller,
   Get,
+  HttpException,
+  InternalServerErrorException,
   Param,
   Patch,
   Post,
+  Put,
   Query,
   UploadedFile,
   UseGuards,
@@ -516,6 +519,73 @@ Returns status of each item (uploaded/captured or not).
     );
   }
 
+  // ─── Owner signature on expert pricing ───────────────────────────────────────
+
+  @Put("claim-sign/:claimRequestId")
+  @ApiParam({ name: "claimRequestId" })
+  @ApiConsumes("multipart/form-data")
+  @ApiBody({
+    description: "Signature file, agreement, and branch",
+    schema: {
+      type: "object",
+      required: ["sign", "agree", "branchId"],
+      properties: {
+        sign: { type: "string", format: "binary", description: "Signature image" },
+        agree: { type: "boolean", description: "true to accept, false to reject" },
+        branchId: { type: "string", description: "Insurer branch ID" },
+      },
+    },
+  })
+  @ApiOperation({
+    summary: "Owner signature on expert pricing (Flow 3 — expert acts on behalf of user)",
+    description:
+      "Field expert submits the damaged party's signature during the final approval stage. " +
+      "Delegates to the same service method as the user sign endpoint; the expert's " +
+      "identity is resolved to the claim owner via `resolveClaimEffectiveUserId`.",
+  })
+  @UseInterceptors(
+    FileInterceptor("sign", {
+      limits: { fileSize: DEFAULT_MEDIA_MAX_BYTES },
+      storage: diskStorage({
+        destination: "./files/claim-sign",
+        filename: (req, file, callback) => {
+          const unique = Date.now();
+          const ex = extname(file.originalname);
+          const base = file.originalname.split(/[.,\s-]/)[0] || "sign";
+          callback(null, `${base}-${unique}${ex}`);
+        },
+      }),
+    }),
+  )
+  async submitOwnerSign(
+    @Param("claimRequestId") claimRequestId: string,
+    @Body("agree") agree: string | boolean,
+    @Body("branchId") branchId: string,
+    @CurrentUser() expert: any,
+    @UploadedFile() sign: Express.Multer.File,
+  ) {
+    await this.mediaPolicyService.assertForClaim(sign, claimRequestId, "image");
+    const agreed =
+      typeof agree === "string"
+        ? agree === "true" || agree === "1"
+        : Boolean(agree);
+    try {
+      return await this.claimRequestManagementService.submitOwnerInsurerApprovalSignV2(
+        claimRequestId,
+        agreed,
+        typeof branchId === "string" ? branchId : "",
+        sign,
+        expert.sub,
+        expert,
+      );
+    } catch (error) {
+      if (error instanceof HttpException) throw error;
+      throw new InternalServerErrorException(
+        error instanceof Error ? error.message : "Failed to submit signature",
+      );
+    }
+  }
+
   @Patch("car-capture/:claimRequestId")
   @ApiConsumes("multipart/form-data")
   @UseInterceptors(

src/expert-blame/expert-blame.service.ts

@@ -1871,6 +1871,7 @@ export class ExpertBlameService {
             link: this.smsOrchestrationService.buildBlamePartyLink(
               requestIdToken,
               role,
+              "v1",
             ),
           });
         }
@@ -2065,6 +2066,7 @@ export class ExpertBlameService {
             link: this.smsOrchestrationService.buildBlamePartyLink(
               requestIdToken,
               linkRole,
+              "v1",
             ),
           });
         }

src/expert-claim/expert-claim.service.ts

@@ -3164,7 +3164,7 @@ export class ExpertClaimService {
         receptor: ownerPhoneResend,
         fileKind: "claim",
         publicId: claim.publicId,
-        link: this.smsOrchestrationService.buildClaimLink(String(claim._id)),
+        link: this.smsOrchestrationService.buildClaimLink(String(claim._id), "v1"),
       });
     }
 
@@ -3462,7 +3462,7 @@ export class ExpertClaimService {
         fileKind: "claim",
         publicId: claim.publicId,
         expertLastName,
-        link: this.smsOrchestrationService.buildClaimLink(String(claim._id)),
+        link: this.smsOrchestrationService.buildClaimLink(String(claim._id), "v1"),
       });
     }
 
@@ -3716,14 +3716,19 @@ export class ExpertClaimService {
     let claims: any[] = [];
     if (actor.role === RoleEnum.FIELD_EXPERT) {
       const expertOid = new Types.ObjectId(actor.sub);
+      // Exclude V4/V5 blame files — same rule as getFieldExpertClaimListV2.
       const expertBlameIds = await this.blameRequestDbService
         .find(
-          { expertInitiated: true, initiatedByFieldExpertId: expertOid },
+          {
+            expertInitiated: true,
+            initiatedByFieldExpertId: expertOid,
+            isMadeByFileMaker: { $ne: true },
+          },
           { select: "_id", lean: true },
         )
         .then((docs) => docs.map((d) => (d as { _id: unknown })._id));
       const claimOr: Record<string, unknown>[] = [
-        { initiatedByFieldExpertId: expertOid },
+        { initiatedByFieldExpertId: expertOid, requiresFileMakerApproval: { $ne: true } },
       ];
       if (expertBlameIds.length > 0) {
         claimOr.push({ blameRequestId: { $in: expertBlameIds } });
@@ -4052,15 +4057,22 @@ export class ExpertClaimService {
     query: ListQueryV2Dto = {},
   ): Promise<GetClaimListV2ResponseDto> {
     const expertOid = new Types.ObjectId(actor.sub);
+    // Exclude V4/V5 blame files (isMadeByFileMaker=true) — those belong to
+    // the FILE_MAKER/FILE_REVIEWER flows, not the V3 field-expert flow.
     const expertBlameIds = await this.blameRequestDbService
       .find(
-        { expertInitiated: true, initiatedByFieldExpertId: expertOid },
+        {
+          expertInitiated: true,
+          initiatedByFieldExpertId: expertOid,
+          isMadeByFileMaker: { $ne: true },
+        },
         { select: "_id", lean: true },
       )
       .then((docs) => docs.map((d) => (d as { _id: unknown })._id));
 
     const claimOr: Record<string, unknown>[] = [
-      { initiatedByFieldExpertId: expertOid },
+      // Direct claim link: exclude V5 claims that require FileMaker approval
+      { initiatedByFieldExpertId: expertOid, requiresFileMakerApproval: { $ne: true } },
     ];
     if (expertBlameIds.length > 0) {
       claimOr.push({ blameRequestId: { $in: expertBlameIds } });
@@ -4738,9 +4750,20 @@ export class ExpertClaimService {
             "This file has been taken by another reviewer.",
           );
         }
-      } else if (!claimCaseInitiatedByFieldExpert(claim, actor, linkedBlame)) {
+      } else {
+        // FIELD_EXPERT: V3 flow only. Reject V4/V5 files (isMadeByFileMaker)
+        // even if their ID matches initiatedByFieldExpertId on the blame —
+        // those are FILE_MAKER files, accessible via the FILE_MAKER role only.
+        const isV4V5Blame = !!(linkedBlame as any)?.isMadeByFileMaker;
+        if (isV4V5Blame) {
+          throw new ForbiddenException(
+            "Field experts can only access V3 expert-initiated files.",
+          );
+        }
+        if (!claimCaseInitiatedByFieldExpert(claim, actor, linkedBlame)) {
           throw new ForbiddenException("This claim is not accessible to you.");
         }
+      }
       // Fall through to the detail build below (skip the damage-expert gate)
     } else if (actor.role !== RoleEnum.FILE_MAKER) {
       const isResendPending =

src/expert-claim/expert-claim.v2.controller.ts

@@ -1,3 +1,4 @@
+import { readFile } from "node:fs/promises";
 import {
   Body,
   Controller,
@@ -117,6 +118,21 @@ export class ExpertClaimV2Controller {
     return this.claimRequestManagementService.getOuterPartsCatalogV2(carType);
   }
 
+  @Get("inner-parts-catalog")
+  @ApiOperation({
+    summary: "Get inner parts catalog",
+    description: "Returns the full list of inner car parts from the static catalog.",
+  })
+  @ApiResponse({ status: 200, description: "Inner parts catalog (object keyed by part name)" })
+  async getInnerPartsCatalog() {
+    const raw = await readFile(`${process.cwd()}/src/static/car-part.json`, "utf-8");
+    try {
+      return JSON.parse(raw);
+    } catch {
+      return raw;
+    }
+  }
+
   @Get("branches")
   @ApiOperation({
     summary: "List insurer branches for this damage expert (V2)",

src/plates/plates.module.ts

@@ -4,6 +4,7 @@ import { ClientModule } from "src/client/client.module";
 import { PlateDbService } from "src/plates/entites/db-service/plate.db.service";
 import { SandHubModule } from "src/sand-hub/sand-hub.module";
 import { UsersModule } from "src/users/users.module";
+import { PlateNormalizerModule } from "src/utils/plate-normalizer/plate-normalizer.module";
 import { PlatesModel, PlatesSchema } from "./entites/schema/plate.schema";
 import { PlatesService } from "./plates.service";
 
@@ -12,6 +13,7 @@ import { PlatesService } from "./plates.service";
     UsersModule,
     SandHubModule,
     ClientModule,
+    PlateNormalizerModule,
     MongooseModule.forFeature([
       { name: PlatesModel.name, schema: PlatesSchema },
     ]),

src/plates/plates.service.ts

@@ -7,20 +7,23 @@ import {
 import { Types } from "mongoose";
 import { PlateDbService } from "src/plates/entites/db-service/plate.db.service";
 import { AddPlateDto } from "src/profile/dto/user/AddPlateDto";
+import { PlateNormalizerService } from "src/utils/plate-normalizer/plate-normalizer.service";
 
 @Injectable()
 export class PlatesService {
   constructor(
     private readonly plateDbService: PlateDbService,
+    private readonly plateNormalizer: PlateNormalizerService,
   ) {}
 
   async addPlate(currentUser, body: AddPlateDto) {
     const { plate, nationalCodeOfInsurer } = body;
 
+    const normalizedAlphabet = this.plateNormalizer.normalizePlateText(String(plate.centerAlphabet || ""));
     const duplicate = await this.plateDbService.findOne({
       userId: currentUser,
       leftDigits: plate.leftDigits,
-      centerAlphabet: plate.centerAlphabet,
+      centerAlphabet: normalizedAlphabet,
       centerDigits: plate.centerDigits,
       ir: plate.ir,
       nationalCodeOfInsurer,
@@ -31,6 +34,7 @@ export class PlatesService {
 
     const newPlateData = await this.plateDbService.create({
       ...plate,
+      centerAlphabet: normalizedAlphabet,
       userId: currentUser,
       nationalCodeOfInsurer: body.nationalCodeOfInsurer,
     });

src/request-management/call-center-blame-v6.controller.ts

@@ -0,0 +1,154 @@
+import {
+  Body,
+  Controller,
+  Get,
+  Param,
+  Post,
+  UseGuards,
+} from "@nestjs/common";
+import {
+  ApiBearerAuth,
+  ApiBody,
+  ApiOperation,
+  ApiParam,
+  ApiResponse,
+  ApiTags,
+} from "@nestjs/swagger";
+import { LocalActorAuthGuard } from "src/auth/guards/actor-local.guard";
+import { RolesGuard } from "src/auth/guards/role.guard";
+import { Roles } from "src/decorators/roles.decorator";
+import { CurrentUser } from "src/decorators/user.decorator";
+import { RoleEnum } from "src/Types&Enums/role.enum";
+import { RequestManagementService } from "./request-management.service";
+import { RunCallCenterInquiryV6Dto } from "./dto/run-call-center-inquiry-v6.dto";
+
+/**
+ * V6 call-center blame API.
+ *
+ * A call-center agent takes the guilty party's details over the phone
+ * (plate, national code, birthday), runs the insurance inquiry, then sends
+ * the blame link via SMS.  The user (guilty party) opens the link and
+ * completes the form through the standard v2 user flow — except the
+ * initial-form / inquiry step is skipped (`skipInitialFormStep=true`) because
+ * the agent already did it.
+ *
+ * For THIRD_PARTY files: only the guilty party's data is collected here.
+ * The damaged party sees their own portion of the page and fills their info
+ * as normal after the blame link is opened.
+ */
+@ApiTags("call-center-blame (v6)")
+@Controller("v6/call-center-blame")
+@ApiBearerAuth()
+@UseGuards(LocalActorAuthGuard, RolesGuard)
+@Roles(RoleEnum.CALL_CENTER)
+export class CallCenterBlameV6Controller {
+  constructor(
+    private readonly requestManagementService: RequestManagementService,
+  ) {}
+
+  @Get("my-files")
+  @ApiOperation({ summary: "[V6] List blame files created by this call-center agent" })
+  @ApiResponse({ status: 200, description: "List of blame files started by this agent" })
+  getMyFiles(@CurrentUser() agent: any) {
+    return this.requestManagementService.getMyCallCenterFilesV6(agent);
+  }
+
+  @Post("create")
+  @ApiOperation({
+    summary: "[V6] Create a call-center–initiated blame file",
+    description:
+      "Creates a LINK blame file.  The call-center agent collects the guilty " +
+      "party's plate + national-code over the phone, calls run-inquiry to store " +
+      "the results, then calls send-link to SMS the blame URL to the user.  " +
+      "The user opens the link and fills the form via the normal v2 flow; the " +
+      "initial-form/inquiry step is automatically skipped because the agent " +
+      "already ran it.",
+  })
+  @ApiBody({
+    schema: {
+      type: "object",
+      required: ["type"],
+      properties: {
+        type: {
+          type: "string",
+          enum: ["THIRD_PARTY", "CAR_BODY"],
+          example: "THIRD_PARTY",
+        },
+      },
+    },
+  })
+  createFile(
+    @CurrentUser() agent: any,
+    @Body("type") type: "THIRD_PARTY" | "CAR_BODY",
+  ) {
+    return this.requestManagementService.createCallCenterInitiatedBlameV6(agent, { type });
+  }
+
+  @Post("run-inquiry/:requestId")
+  @ApiOperation({
+    summary: "[V6] Run plate + insurance inquiry for the guilty party",
+    description:
+      "Call after `create`.  The agent supplies the plate and national-code data " +
+      "collected from the caller.  Plate + third-party block inquiry is executed " +
+      "and the results are stored on the blame document.  " +
+      "For THIRD_PARTY files only the guilty party (first party) is inquired here; " +
+      "the damaged party's inquiry is handled later by the user via the link.  " +
+      "Sheba (IBAN) is not collected here — the user adds it themselves.",
+  })
+  @ApiParam({ name: "requestId", description: "Blame request ID from `create`" })
+  @ApiBody({ type: RunCallCenterInquiryV6Dto })
+  runInquiry(
+    @CurrentUser() agent: any,
+    @Param("requestId") requestId: string,
+    @Body() dto: RunCallCenterInquiryV6Dto,
+  ) {
+    return this.requestManagementService.runCallCenterInquiryV6(agent, requestId, dto);
+  }
+
+  @Post("send-link/:requestId")
+  @ApiOperation({
+    summary: "[V6] Send blame link to the guilty party via SMS",
+    description:
+      "Call after `run-inquiry`.  Provide the guilty party's phone number; " +
+      "the service registers the user if needed, stores them as the first party, " +
+      "and sends the blame invite link via SMS.  The user opens the link and " +
+      "completes the blame form via the standard v2 user flow (initial-form step skipped).",
+  })
+  @ApiParam({ name: "requestId", description: "Blame request ID" })
+  @ApiBody({
+    schema: {
+      type: "object",
+      required: ["phoneNumber"],
+      properties: {
+        phoneNumber: {
+          type: "string",
+          example: "09121234567",
+          description: "Mobile number of the guilty party",
+        },
+      },
+    },
+  })
+  sendLink(
+    @CurrentUser() agent: any,
+    @Param("requestId") requestId: string,
+    @Body("phoneNumber") phoneNumber: string,
+  ) {
+    return this.requestManagementService.sendCallCenterLinkV6(agent, requestId, { phoneNumber });
+  }
+
+  @Get("blame/:requestId")
+  @ApiOperation({
+    summary: "[V6] Get a single blame file created by this agent",
+    description:
+      "Returns the current status, workflow step, and party data for one blame " +
+      "file started by this call-center agent.  Useful for checking whether the " +
+      "user has opened the link and progressed through the form.",
+  })
+  @ApiParam({ name: "requestId", description: "Blame request ID" })
+  getBlame(
+    @CurrentUser() agent: any,
+    @Param("requestId") requestId: string,
+  ) {
+    return this.requestManagementService.getCallCenterBlameDetailV6(agent, requestId);
+  }
+}

src/request-management/dto/run-call-center-inquiry-v6.dto.ts

@@ -0,0 +1,85 @@
+import { ApiProperty, ApiPropertyOptional } from "@nestjs/swagger";
+import {
+  IsBoolean,
+  IsNotEmpty,
+  IsOptional,
+  IsString,
+  ValidateNested,
+} from "class-validator";
+import { Type } from "class-transformer";
+
+class PlateV6Dto {
+  @ApiProperty({ example: "44", description: "Left two digits" })
+  @IsString()
+  @IsNotEmpty()
+  leftDigits: string;
+
+  @ApiProperty({ example: "ب", description: "Center alphabet letter" })
+  @IsString()
+  @IsNotEmpty()
+  centerAlphabet: string;
+
+  @ApiProperty({ example: "111", description: "Center three digits" })
+  @IsString()
+  @IsNotEmpty()
+  centerDigits: string;
+
+  @ApiProperty({ example: "22", description: "Right two digits (Iran region code)" })
+  @IsString()
+  @IsNotEmpty()
+  ir: string;
+}
+
+/**
+ * Inquiry body for the V6 call-center flow.
+ * Same as V3 but without `sheba` — the user adds their own IBAN later via the link.
+ */
+export class RunCallCenterInquiryV6Dto {
+  @ApiProperty({
+    type: PlateV6Dto,
+    description: "Plate segments — Tejarat block / third-party inquiry.",
+  })
+  @ValidateNested()
+  @Type(() => PlateV6Dto)
+  plate: PlateV6Dto;
+
+  @ApiProperty({ example: "1234567890", description: "National code of the policyholder (insurer)" })
+  @IsString()
+  @IsNotEmpty()
+  nationalCodeOfInsurer: string;
+
+  @ApiProperty({ example: "1234567890", description: "National code of the driver" })
+  @IsString()
+  @IsNotEmpty()
+  nationalCodeOfDriver: string;
+
+  @ApiProperty({ example: true, description: "Whether the driver is the same person as the insurer" })
+  @IsBoolean()
+  driverIsInsurer: boolean;
+
+  @ApiProperty({ example: 13780624, description: "Insurer birth date (Jalali)" })
+  insurerBirthday: number | string;
+
+  @ApiPropertyOptional({
+    example: 13780624,
+    description: "Driver birth date (Jalali). Required when driverIsInsurer is false.",
+  })
+  @IsOptional()
+  driverBirthday?: number | string | null;
+
+  @ApiPropertyOptional({
+    example: "123456789",
+    description: "Driver license (required when driverIsInsurer is false).",
+  })
+  @IsOptional()
+  @IsString()
+  driverLicense?: string;
+
+  @ApiPropertyOptional({
+    example: "123456789",
+    description: "Insurer license (required when driverIsInsurer is true).",
+  })
+  @IsOptional()
+  @IsString()
+  insurerLicense?: string;
+}

src/request-management/entities/schema/blame-cases.schema.ts

@@ -131,6 +131,26 @@ export class BlameRequest {
    */
   @Prop({ type: Types.ObjectId })
   assignedFileReviewerId?: Types.ObjectId;
+
+  /**
+   * V6 call-center flow: true when this blame was started by a call-center agent
+   * on behalf of the guilty party who called in.
+   */
+  @Prop({ default: false })
+  callCenterInitiated?: boolean;
+
+  /**
+   * V6 call-center flow: the call-center agent who created this file.
+   */
+  @Prop({ type: Types.ObjectId })
+  initiatedByCallCenterId?: Types.ObjectId;
+
+  /**
+   * V6 call-center flow: when true the user-side blame page should skip the
+   * inquiry / initial-form step (the call-center agent already ran the inquiry).
+   */
+  @Prop({ default: false })
+  skipInitialFormStep?: boolean;
 }
 
 export type BlameRequestDocument = HydratedDocument<BlameRequest>;

src/request-management/file-reviewer-blame-v4.controller.ts

@@ -1,11 +1,15 @@
 import { extname } from "node:path";
 import {
+  BadRequestException,
   Body,
   Controller,
   Get,
+  HttpException,
+  InternalServerErrorException,
   Param,
   Patch,
   Post,
+  Put,
   UploadedFile,
   UseGuards,
   UseInterceptors,
@@ -316,6 +320,73 @@ export class FileReviewerBlameV4Controller {
     );
   }
 
+  // ─── Owner signature on expert pricing ───────────────────────────────────────
+
+  @Put("claim-sign/:claimRequestId")
+  @ApiParam({ name: "claimRequestId" })
+  @ApiConsumes("multipart/form-data")
+  @ApiBody({
+    description: "Signature file, agreement, and branch",
+    schema: {
+      type: "object",
+      required: ["sign", "agree", "branchId"],
+      properties: {
+        sign: { type: "string", format: "binary", description: "Signature image" },
+        agree: { type: "boolean", description: "true to accept, false to reject" },
+        branchId: { type: "string", description: "Insurer branch ID" },
+      },
+    },
+  })
+  @ApiOperation({
+    summary: "Owner signature on expert pricing (V4 — FileReviewer acts on behalf of user)",
+    description:
+      "FileReviewer submits the damaged party's signature during the final approval stage. " +
+      "Delegates to the same service method as the user sign endpoint; the FileReviewer's " +
+      "identity is resolved to the claim owner via `resolveClaimEffectiveUserId`.",
+  })
+  @UseInterceptors(
+    FileInterceptor("sign", {
+      limits: { fileSize: DEFAULT_MEDIA_MAX_BYTES },
+      storage: diskStorage({
+        destination: "./files/claim-sign",
+        filename: (req, file, callback) => {
+          const unique = Date.now();
+          const ex = extname(file.originalname);
+          const base = file.originalname.split(/[.,\s-]/)[0] || "sign";
+          callback(null, `${base}-${unique}${ex}`);
+        },
+      }),
+    }),
+  )
+  async submitOwnerSign(
+    @Param("claimRequestId") claimRequestId: string,
+    @Body("agree") agree: string | boolean,
+    @Body("branchId") branchId: string,
+    @CurrentUser() fileReviewer: any,
+    @UploadedFile() sign: Express.Multer.File,
+  ) {
+    await this.mediaPolicyService.assertForClaim(sign, claimRequestId, "image");
+    const agreed =
+      typeof agree === "string"
+        ? agree === "true" || agree === "1"
+        : Boolean(agree);
+    try {
+      return await this.claimRequestManagementService.submitOwnerInsurerApprovalSignV2(
+        claimRequestId,
+        agreed,
+        typeof branchId === "string" ? branchId : "",
+        sign,
+        fileReviewer.sub,
+        fileReviewer,
+      );
+    } catch (error) {
+      if (error instanceof HttpException) throw error;
+      throw new InternalServerErrorException(
+        error instanceof Error ? error.message : "Failed to submit signature",
+      );
+    }
+  }
+
   // ─── Walk-around video ────────────────────────────────────────────────────────
 
   @Patch("car-capture/:claimRequestId")

src/request-management/file-reviewer-blame-v5.controller.ts

@@ -3,9 +3,12 @@ import {
   Body,
   Controller,
   Get,
+  HttpException,
+  InternalServerErrorException,
   Param,
   Patch,
   Post,
+  Put,
   UploadedFile,
   UseGuards,
   UseInterceptors,
@@ -315,6 +318,73 @@ export class FileReviewerBlameV5Controller {
     );
   }
 
+  // ─── Owner signature on expert pricing ───────────────────────────────────────
+
+  @Put("claim-sign/:claimRequestId")
+  @ApiParam({ name: "claimRequestId" })
+  @ApiConsumes("multipart/form-data")
+  @ApiBody({
+    description: "Signature file, agreement, and branch",
+    schema: {
+      type: "object",
+      required: ["sign", "agree", "branchId"],
+      properties: {
+        sign: { type: "string", format: "binary", description: "Signature image" },
+        agree: { type: "boolean", description: "true to accept, false to reject" },
+        branchId: { type: "string", description: "Insurer branch ID" },
+      },
+    },
+  })
+  @ApiOperation({
+    summary: "Owner signature on expert pricing (V5 — FileReviewer acts on behalf of user)",
+    description:
+      "FileReviewer submits the damaged party's signature during the final approval stage. " +
+      "Delegates to the same service method as the user sign endpoint; the FileReviewer's " +
+      "identity is resolved to the claim owner via `resolveClaimEffectiveUserId`.",
+  })
+  @UseInterceptors(
+    FileInterceptor("sign", {
+      limits: { fileSize: DEFAULT_MEDIA_MAX_BYTES },
+      storage: diskStorage({
+        destination: "./files/claim-sign",
+        filename: (req, file, callback) => {
+          const unique = Date.now();
+          const ex = extname(file.originalname);
+          const base = file.originalname.split(/[.,\s-]/)[0] || "sign";
+          callback(null, `${base}-${unique}${ex}`);
+        },
+      }),
+    }),
+  )
+  async submitOwnerSign(
+    @Param("claimRequestId") claimRequestId: string,
+    @Body("agree") agree: string | boolean,
+    @Body("branchId") branchId: string,
+    @CurrentUser() fileReviewer: any,
+    @UploadedFile() sign: Express.Multer.File,
+  ) {
+    await this.mediaPolicyService.assertForClaim(sign, claimRequestId, "image");
+    const agreed =
+      typeof agree === "string"
+        ? agree === "true" || agree === "1"
+        : Boolean(agree);
+    try {
+      return await this.claimRequestManagementService.submitOwnerInsurerApprovalSignV2(
+        claimRequestId,
+        agreed,
+        typeof branchId === "string" ? branchId : "",
+        sign,
+        fileReviewer.sub,
+        fileReviewer,
+      );
+    } catch (error) {
+      if (error instanceof HttpException) throw error;
+      throw new InternalServerErrorException(
+        error instanceof Error ? error.message : "Failed to submit signature",
+      );
+    }
+  }
+
   // ─── Walk-around video ────────────────────────────────────────────────────────
 
   @Patch("car-capture/:claimRequestId")

src/request-management/inquiry-refresh.service.ts

@@ -7,6 +7,7 @@ import {
 import { Types } from "mongoose";
 import { ClaimCaseDbService } from "src/claim-request-management/entites/db-service/claim-case.db.service";
 import { SandHubService } from "src/sand-hub/sand-hub.service";
+import { PlateNormalizerService } from "src/utils/plate-normalizer/plate-normalizer.service";
 import { BlameRequestType } from "src/Types&Enums/blame-request-management/blameRequestType.enum";
 import { BlameRequestDbService } from "./entities/db-service/blame-request.db.service";
 import { PartyRole } from "./entities/schema/partyRole.enum";
@@ -33,6 +34,7 @@ export class InquiryRefreshService {
     private readonly blameRequestDbService: BlameRequestDbService,
     private readonly claimCaseDbService: ClaimCaseDbService,
     private readonly sandHubService: SandHubService,
+    private readonly plateNormalizer: PlateNormalizerService,
   ) {}
 
   async reinquiryInquiries(
@@ -592,7 +594,7 @@ export class InquiryRefreshService {
         centerDigits !== undefined &&
         ir !== undefined
       ) {
-        const plateLetter = String(centerAlphabet).trim();
+        const plateLetter = this.plateNormalizer.normalizePlateText(String(centerAlphabet));
         const parsed: PlateParts = {
           leftDigits: Number(leftDigits),
           centerAlphabet: plateLetter,
@@ -622,8 +624,7 @@ export class InquiryRefreshService {
     const ir = Number(irRaw);
     const leftDigits = Number(leftRaw);
     const centerDigits = Number(centerRaw);
-    const centerAlphabet = String(alphaRaw || "").trim();
+    const centerAlphabet = this.plateNormalizer.normalizePlateText(String(alphaRaw || ""));
-
     if (
       !Number.isFinite(ir) ||
       !Number.isFinite(leftDigits) ||

src/request-management/request-management.module.ts

@@ -12,6 +12,7 @@ import { UsersModule } from "src/users/users.module";
 import { CronModule } from "src/utils/cron/cron.module";
 import { PublicIdModule } from "src/utils/public-id/public-id.module";
 import { HashModule } from "src/utils/hash/hash.module";
+import { PlateNormalizerModule } from "src/utils/plate-normalizer/plate-normalizer.module";
 import { SmsOrchestrationModule } from "src/sms-orchestration/sms-orchestration.module";
 import { WorkflowStepManagementModule } from "src/workflow-step-management/workflow-step-management.module";
 import { AuthModule } from "src/auth/auth.module";
@@ -50,6 +51,7 @@ import { FileReviewerBlameV5Controller } from "./file-reviewer-blame-v5.controll
 import { FileMakerClaimApprovalV5Controller } from "./file-maker-claim-approval-v5.controller";
 import { InquiryRefreshController } from "./inquiry-refresh.controller";
 import { InquiryRefreshService } from "./inquiry-refresh.service";
+import { CallCenterBlameV6Controller } from "./call-center-blame-v6.controller";
 
 @Module({
   imports: [
@@ -59,6 +61,7 @@ import { InquiryRefreshService } from "./inquiry-refresh.service";
     SmsOrchestrationModule,
     PublicIdModule,
     HashModule,
+    PlateNormalizerModule,
     WorkflowStepManagementModule,
     PlatesModule,
     MulterModule.register({
@@ -92,6 +95,7 @@ import { InquiryRefreshService } from "./inquiry-refresh.service";
     FileReviewerBlameV5Controller,
     FileMakerClaimApprovalV5Controller,
     InquiryRefreshController,
+    CallCenterBlameV6Controller,
   ],
   providers: [
     RequestManagementService,

src/request-management/request-management.service.ts

@@ -2319,6 +2319,7 @@ export class RequestManagementService {
           const url = this.smsOrchestrationService.buildInviteLink(
             frontendRoute,
             requestId,
+            "v1",
           );
           await this.smsOrchestrationService.sendInviteLink(
             secondPartyPhone,
@@ -2372,6 +2373,7 @@ export class RequestManagementService {
       const url = this.smsOrchestrationService.buildInviteLink(
         frontendRoute,
         requestId,
+        "v1",
       );
       await this.smsOrchestrationService.sendInviteLink(
         phoneNumber,
@@ -3485,6 +3487,7 @@ export class RequestManagementService {
     const URL = this.smsOrchestrationService.buildInviteLink(
       frontendRoutes,
       requestId,
+      "v1",
     );
     await this.smsOrchestrationService.sendInviteLink(
       phoneNumber,
@@ -4927,6 +4930,7 @@ export class RequestManagementService {
     const firstLink = this.smsOrchestrationService.buildBlamePartyLink(
       requestId,
       "FIRST",
+      "v2",
     );
     const smsSent = await this.smsOrchestrationService.sendFieldExpertLink({
       receptor: phone,
@@ -8365,6 +8369,7 @@ export class RequestManagementService {
               targetPhone === request?.parties[0]?.person.phoneNumber
                 ? "FIRST"
                 : "SECOND",
+              "v1",
             );
             await this.smsOrchestrationService.sendThirdPartyDamagedPartyClaimLinkNotice(
               {
@@ -9368,7 +9373,16 @@ export class RequestManagementService {
       },
     };
 
+    if (typeof (req as any).markModified === "function") {
+      (req as any).markModified("expert");
+    }
+
     if (!Array.isArray(req.history)) req.history = [];
+    // Avoid duplicate history entries on idempotent retries.
+    const alreadyRecorded = (req.history as any[]).some(
+      (e: any) => e?.type === "V3_ACCIDENT_FIELDS_SAVED",
+    );
+    if (!alreadyRecorded) {
       req.history.push({
         type: "V3_ACCIDENT_FIELDS_SAVED",
         actor: {
@@ -9378,6 +9392,7 @@ export class RequestManagementService {
         },
         metadata: { accidentWay: fields.accidentWay },
       } as any);
+    }
 
     await (req as any).save();
 
@@ -10075,4 +10090,251 @@ export class RequestManagementService {
       );
     }
   }
+
+  // ── V6 call-center flow ────────────────────────────────────────────────
+
+  /**
+   * V6: Create a LINK blame file initiated by a call-center agent.
+   * Always LINK + CUSTOMER-filled (user fills the form after receiving the SMS).
+   * `skipInitialFormStep` is set so the user-side page skips the inquiry step
+   * (the agent already ran it via runCallCenterInquiryV6).
+   */
+  async createCallCenterInitiatedBlameV6(
+    agent: any,
+    dto: { type: "THIRD_PARTY" | "CAR_BODY" },
+  ): Promise<{ requestId: string; publicId: string }> {
+    if (agent?.role !== RoleEnum.CALL_CENTER) {
+      throw new ForbiddenException("Only call-center agents can use this endpoint.");
+    }
+    const agentId = new Types.ObjectId(agent.sub);
+    const type =
+      dto.type === "CAR_BODY"
+        ? BlameRequestType.CAR_BODY
+        : BlameRequestType.THIRD_PARTY;
+
+    const firstStep = await this.getWorkflowStep({ stepNumber: 1 });
+    if (!firstStep?.stepKey) {
+      throw new InternalServerErrorException(
+        "Workflow stepNumber=1 not configured in step manager",
+      );
+    }
+    const nextStepFromManager = firstStep.nextPossibleSteps?.[0];
+    const nextStep =
+      type === BlameRequestType.CAR_BODY
+        ? (WorkflowStep.CAR_BODY_ACCIDENT_TYPE as WorkflowStep)
+        : (nextStepFromManager as WorkflowStep);
+    if (!nextStep) {
+      throw new InternalServerErrorException(
+        "Workflow stepNumber=1 has no nextPossibleSteps configured",
+      );
+    }
+
+    const publicId = await this.publicIdService.generateRequestPublicId();
+
+    const created = await this.blameRequestDbService.create({
+      publicId,
+      requestNo: publicId,
+      type,
+      parties: [{ role: PartyRole.FIRST, person: {} }],
+      workflow: {
+        currentStep: firstStep.stepKey as WorkflowStep,
+        nextStep,
+        completedSteps: [firstStep.stepKey as WorkflowStep],
+        locked: false,
+      },
+      history: [],
+      callCenterInitiated: true,
+      initiatedByCallCenterId: agentId,
+      creationMethod: CreationMethod.LINK,
+      filledBy: FilledBy.CUSTOMER,
+      // User-side page should skip the inquiry/initial-form step
+      skipInitialFormStep: true,
+    });
+
+    const requestId = String((created as any)._id);
+    if (!Array.isArray((created as any).history)) (created as any).history = [];
+    (created as any).history.push({
+      type: "FILE_CREATED_BY_CALL_CENTER",
+      actor: {
+        actorId: agentId,
+        actorName: `${agent.firstName || ""} ${agent.lastName || ""}`.trim(),
+        actorType: RoleEnum.CALL_CENTER,
+      },
+      metadata: { creationMethod: CreationMethod.LINK, type: dto.type },
+    });
+    await (created as any).save();
+
+    return { requestId, publicId: (created as any).publicId };
+  }
+
+  /**
+   * V6: Run plate + personal inquiry for the guilty party on behalf of the caller.
+   * Stores the inquiry results on the blame's first party (same as V3 guilty-party path)
+   * but does NOT create a claim — the user will do that after filling the form via the link.
+   * Note: sheba is intentionally absent — the user provides their own IBAN later.
+   */
+  async runCallCenterInquiryV6(
+    agent: any,
+    requestId: string,
+    dto: Omit<RunInquiriesV3Dto, "sheba">,
+  ): Promise<{ blameRequestId: string; message: string }> {
+    if (agent?.role !== RoleEnum.CALL_CENTER) {
+      throw new ForbiddenException("Only call-center agents can use this endpoint.");
+    }
+    const req = await this.blameRequestDbService.findById(requestId);
+    if (!req) throw new NotFoundException("Blame request not found");
+    if (!req.callCenterInitiated || String(req.initiatedByCallCenterId) !== String(agent.sub)) {
+      throw new ForbiddenException("You can only access files that you have initiated.");
+    }
+
+    const firstIdx = this.getPartyIndex(req, PartyRole.FIRST);
+    if (firstIdx === -1) throw new BadRequestException("First party not found");
+    const firstParty = req.parties[firstIdx];
+
+    await this.runPartyInquiriesV3Internal(req, dto, PartyRole.FIRST, firstParty);
+    this.markPartyInquiriesCompleteOnBlame(req, PartyRole.FIRST, agent);
+    if (!Array.isArray((req as any).history)) (req as any).history = [];
+    (req as any).history.push({
+      type: "CALL_CENTER_INQUIRY_COMPLETED",
+      actor: {
+        actorId: new Types.ObjectId(agent.sub),
+        actorName: `${agent.firstName || ""} ${agent.lastName || ""}`.trim(),
+        actorType: RoleEnum.CALL_CENTER,
+      },
+      metadata: { partyRole: PartyRole.FIRST },
+    });
+    await (req as any).save();
+
+    return {
+      blameRequestId: requestId,
+      message: "Guilty-party inquiry complete. You can now send the blame link to the user.",
+    };
+  }
+
+  /**
+   * V6: Send the blame link to the guilty party's phone number.
+   * Registers/looks up the user by phone and stores them as the first party, then
+   * sends the SMS link so the user can fill in the rest of the form via the v2 flow.
+   */
+  async sendCallCenterLinkV6(
+    agent: any,
+    requestId: string,
+    dto: { phoneNumber: string },
+  ): Promise<{ sent: boolean; sentTo: { role: string; phoneNumber: string; smsSent: boolean; linkUrl: string }[] }> {
+    if (agent?.role !== RoleEnum.CALL_CENTER) {
+      throw new ForbiddenException("Only call-center agents can use this endpoint.");
+    }
+    const req = await this.blameRequestDbService.findById(requestId);
+    if (!req) throw new NotFoundException("Request not found");
+    if (!req.callCenterInitiated || String(req.initiatedByCallCenterId) !== String(agent.sub)) {
+      throw new ForbiddenException("You can only access files that you have initiated.");
+    }
+    if (!process.env.URL) {
+      throw new InternalServerErrorException("URL environment variable is not configured");
+    }
+
+    const phone = (dto?.phoneNumber || "").trim();
+    if (!phone) throw new BadRequestException("phoneNumber is required");
+
+    const firstIdx = this.getPartyIndex(req, PartyRole.FIRST);
+    if (firstIdx === -1) throw new BadRequestException("First party not found on request");
+    const userId = await this.getOrCreateUserByPhoneNumber(phone);
+    if (!req.parties[firstIdx].person) req.parties[firstIdx].person = {} as any;
+    req.parties[firstIdx].person.phoneNumber = normalizeIranMobile(phone) ?? phone;
+    req.parties[firstIdx].person.userId = userId;
+
+    const expertName = `${agent?.lastName || ""}`.trim() || "اپراتور";
+    const firstLink = this.smsOrchestrationService.buildBlamePartyLink(requestId, "FIRST", "v6");
+    const smsSent = await this.smsOrchestrationService.sendFieldExpertLink({
+      receptor: phone,
+      type: req.type,
+      expertLastName: expertName,
+      link: firstLink,
+    });
+
+    const sentTo = [{ role: PartyRole.FIRST, phoneNumber: phone, smsSent, linkUrl: firstLink }];
+
+    if (!Array.isArray((req as any).history)) (req as any).history = [];
+    (req as any).history.push({
+      type: "CALL_CENTER_LINK_SENT",
+      actor: {
+        actorId: new Types.ObjectId(agent.sub),
+        actorName: `${agent.firstName || ""} ${agent.lastName || ""}`.trim(),
+        actorType: RoleEnum.CALL_CENTER,
+      },
+      metadata: { sentTo },
+    });
+    await (req as any).save();
+
+    return { sent: smsSent, sentTo };
+  }
+
+  /**
+   * V6: Get a single blame file detail for the call-center agent who created it.
+   */
+  async getCallCenterBlameDetailV6(agent: any, requestId: string): Promise<any> {
+    if (agent?.role !== RoleEnum.CALL_CENTER) {
+      throw new ForbiddenException("Only call-center agents can use this endpoint.");
+    }
+    const req = await this.blameRequestDbService.findById(requestId);
+    if (!req) throw new NotFoundException("Blame request not found");
+    if (!req.callCenterInitiated || String(req.initiatedByCallCenterId) !== String(agent.sub)) {
+      throw new ForbiddenException("You can only access files that you have initiated.");
+    }
+    return {
+      _id: (req as any)._id,
+      publicId: (req as any).publicId,
+      requestNo: (req as any).requestNo,
+      type: (req as any).type,
+      status: (req as any).status,
+      blameStatus: (req as any).blameStatus,
+      workflow: (req as any).workflow,
+      skipInitialFormStep: (req as any).skipInitialFormStep,
+      parties: ((req as any).parties ?? []).map((p: any) => ({
+        role: p.role,
+        person: {
+          phoneNumber: p.person?.phoneNumber,
+          nationalCodeOfInsurer: p.person?.nationalCodeOfInsurer,
+          clientId: p.person?.clientId,
+        },
+        insurance: p.insurance
+          ? {
+              company: p.insurance.company,
+              policyNumber: p.insurance.policyNumber,
+              startDate: p.insurance.startDate,
+              endDate: p.insurance.endDate,
+            }
+          : undefined,
+        vehicle: p.vehicle
+          ? { plateId: p.vehicle.plateId, name: p.vehicle.name }
+          : undefined,
+      })),
+      createdAt: (req as any).createdAt,
+    };
+  }
+
+  /**
+   * V6: List blame files created by this call-center agent.
+   */
+  async getMyCallCenterFilesV6(agent: any): Promise<any[]> {
+    if (agent?.role !== RoleEnum.CALL_CENTER) {
+      throw new ForbiddenException("Only call-center agents can use this endpoint.");
+    }
+    const agentId = new Types.ObjectId(agent.sub);
+    const files = await this.blameRequestDbService.find({
+      callCenterInitiated: true,
+      initiatedByCallCenterId: agentId,
+    });
+    return (files || []).map((f: any) => ({
+      _id: f._id,
+      publicId: f.publicId,
+      requestNo: f.requestNo,
+      type: f.type,
+      status: f.status,
+      blameStatus: f.blameStatus,
+      workflow: f.workflow,
+      skipInitialFormStep: f.skipInitialFormStep,
+      createdAt: f.createdAt,
+    }));
+  }
 }

src/sand-hub/sand-hub.module.ts

@@ -5,6 +5,7 @@ import { createHttpModuleOptions } from "src/core/config/http-proxy.factory";
 import { MongooseModule } from "@nestjs/mongoose";
 import { ClientModule } from "src/client/client.module";
 import { SystemSettingsModule } from "src/system-settings/system-settings.module";
+import { PlateNormalizerModule } from "src/utils/plate-normalizer/plate-normalizer.module";
 import { SandHubDbService } from "src/sand-hub/entity/db-service/sand-hub.db.service";
 import { SandHubModel, SandHubSchema } from "./entity/schema/sand-hub.schema";
 import { SandHubService } from "./sand-hub.service";
@@ -17,6 +18,7 @@ import { SandHubService } from "./sand-hub.service";
       useFactory: createHttpModuleOptions,
     }),
     SystemSettingsModule,
+    PlateNormalizerModule,
     ClientModule,
     MongooseModule.forFeature([
       { name: SandHubModel.name, schema: SandHubSchema },

src/sand-hub/sand-hub.service.spec.ts

@@ -9,6 +9,9 @@ describe("SandHubService inquiry mocks", () => {
     isInquiryLive: jest.fn(),
     getMockCompanyContext: jest.fn(),
   };
+  const plateNormalizer = {
+    normalizePlateText: (text: string) => text,
+  };
 
   let service: SandHubService;
 
@@ -30,6 +33,7 @@ describe("SandHubService inquiry mocks", () => {
       httpService as any,
       sandHubDbService as any,
       externalInquirySettings as unknown as ExternalInquirySettingsService,
+      plateNormalizer as any,
     );
     externalInquirySettings.isInquiryLive.mockResolvedValue(false);
     externalInquirySettings.getMockCompanyContext.mockResolvedValue({

src/sand-hub/sand-hub.service.ts

@@ -12,6 +12,7 @@ import {
 import { SandHubDbService } from "src/sand-hub/entity/db-service/sand-hub.db.service";
 import { SandHubModel } from "src/sand-hub/entity/schema/sand-hub.schema";
 import { ExternalInquirySettingsService } from "src/client/external-inquiry-settings.service";
+import { PlateNormalizerService } from "src/utils/plate-normalizer/plate-normalizer.service";
 import type { ExternalInquiryType } from "src/common/types/external-inquiry.types";
 import type { MockInquiryCompanyContext } from "src/common/types/external-inquiry.types";
 import { SandHubDetailDto, SandHubInquiryOptions } from "./dto/sand-hub.dto";
@@ -39,6 +40,7 @@ export class SandHubService {
     private readonly httpService: HttpService,
     private readonly sandHubDbService: SandHubDbService,
     private readonly externalInquirySettings: ExternalInquirySettingsService,
+    private readonly plateNormalizer: PlateNormalizerService,
   ) {}
 
   private clientRefFrom(options?: SandHubInquiryOptions): string | undefined {
@@ -162,8 +164,8 @@ export class SandHubService {
       nationalCodeOfInsurer: nationalCode,
       plate: {
         leftDigits: Number(payload.part1 ?? payload.leftTwoDigits ?? 16),
-        centerAlphabet: String(
+        centerAlphabet: this.plateNormalizer.normalizePlateText(
-          payload.part2 ?? payload.serialLetter ?? "12",
+          String(payload.part2 ?? payload.serialLetter ?? "12"),
         ),
         centerDigits: Number(payload.part3 ?? payload.threeDigits ?? 498),
         ir: Number(payload.part4 ?? payload.rightTwoDigits ?? 60),

src/sms-orchestration/sms-orchestration.service.ts

@@ -37,20 +37,25 @@ export class SmsOrchestrationService implements OnModuleInit {
     );
   }
 
-  buildInviteLink(frontendRoute: string, requestId: string): string {
+  buildInviteLink(
-    return `${process.env.URL}/${process.env.USER_BASE_PATH}/${frontendRoute}?token=${requestId}`;
+    frontendRoute: string,
+    requestId: string,
+    versionPrefix: string,
+  ): string {
+    return `${process.env.URL}/${versionPrefix}/${frontendRoute}?token=${requestId}`;
   }
 
   buildBlamePartyLink(
     requestId: string,
     partyRole: "FIRST" | "SECOND",
+    versionPrefix: string,
   ): string {
     const route = partyRole === "SECOND" ? "user2" : "user";
-    return `${process.env.URL}/${process.env.USER_BASE_PATH}/${route}?token=${requestId}`;
+    return `${process.env.URL}/${versionPrefix}/${route}?token=${requestId}`;
   }
 
-  buildClaimLink(claimRequestId: string): string {
+  buildClaimLink(claimRequestId: string, versionPrefix: string): string {
-    return `${process.env.URL}/${process.env.USER_BASE_PATH}/caseClaim?token=${claimRequestId}`;
+    return `${process.env.URL}/${versionPrefix}/caseClaim?token=${claimRequestId}`;
   }
 
   async sendInviteLink(

src/super-admin/dto/super-admin.dto.ts

@@ -74,3 +74,37 @@ export class CreateRegistrarAdminDto {
   @IsNotEmpty()
   clientId: string;
 }
+
+export class CreateCallCenterAgentDto {
+  @ApiProperty({ example: "agent@insurer.ir" })
+  @IsEmail()
+  email: string;
+
+  @ApiProperty({ example: "CallCenter@724" })
+  @IsString()
+  @IsNotEmpty()
+  password: string;
+
+  @ApiProperty({ example: "Sara" })
+  @IsString()
+  @IsNotEmpty()
+  firstName: string;
+
+  @ApiProperty({ example: "Hosseini" })
+  @IsString()
+  @IsNotEmpty()
+  lastName: string;
+
+  @ApiProperty({
+    example: "664a1b2c3d4e5f6789012345",
+    description: "Mongo ObjectId of the insurer client this agent belongs to.",
+  })
+  @IsString()
+  @IsNotEmpty()
+  clientId: string;
+
+  @ApiPropertyOptional({ example: "09121234567" })
+  @IsOptional()
+  @IsString()
+  mobile?: string;
+}

src/super-admin/super-admin.controller.ts

@@ -1,24 +1,32 @@
 import {
+  BadRequestException,
   Body,
   Controller,
   Get,
+  Param,
   Patch,
   Post,
+  Put,
+  Query,
   UseGuards,
 } from "@nestjs/common";
 import {
   ApiBearerAuth,
   ApiBody,
   ApiOperation,
+  ApiParam,
+  ApiQuery,
   ApiResponse,
   ApiTags,
 } from "@nestjs/swagger";
+import { Types } from "mongoose";
 import { SuperAdminGuard } from "./guards/super-admin.guard";
 import { SuperAdminService } from "./super-admin.service";
 import {
   CreateSuperAdminDto,
   CreateFieldExpertAdminDto,
   CreateRegistrarAdminDto,
+  CreateCallCenterAgentDto,
 } from "./dto/super-admin.dto";
 import { ClientDto } from "src/client/dto/create-client.dto";
 import {
@@ -32,6 +40,20 @@ import {
   UpdateSystemSettingsDto,
 } from "src/system-settings/dto/system-settings.dto";
 import { SetExternalInquiriesLiveDto } from "src/client/dto/external-inquiries-live.dto";
+import { ExpertInsurerService } from "src/expert-insurer/expert-insurer.service";
+import { ListQueryV2Dto } from "src/common/dto/list-query-v2.dto";
+import {
+  UnifiedFileStatusReportDto,
+  UnifiedFileStatusReportQueryDto,
+} from "src/common/dto/unified-file-status-report.dto";
+import { CreateBranchDto } from "src/client/dto/create-branch.dto";
+import { FileRating } from "src/request-management/entities/schema/request-management.schema";
+import {
+  CreateBlameExpertByInsurerDto,
+  CreateClaimExpertByInsurerDto,
+  CreateFileMakerByInsurerDto,
+  CreateFileReviewerByInsurerDto,
+} from "src/expert-insurer/dto/create-insurer-expert.dto";
 
 @ApiTags("super-admin")
 @ApiBearerAuth()
@@ -41,6 +63,7 @@ export class SuperAdminController {
   constructor(
     private readonly superAdminService: SuperAdminService,
     private readonly systemSettingsService: SystemSettingsService,
+    private readonly expertInsurerService: ExpertInsurerService,
   ) {}
 
   // ── Super-admin account management ───────────────────────────────────────
@@ -129,6 +152,13 @@ export class SuperAdminController {
     return this.superAdminService.createRegistrar(body);
   }
 
+  @Post("create-call-center-agent")
+  @ApiOperation({ summary: "Create a call-center agent for a given client" })
+  @ApiBody({ type: CreateCallCenterAgentDto })
+  createCallCenterAgent(@Body() body: CreateCallCenterAgentDto) {
+    return this.superAdminService.createCallCenterAgent(body);
+  }
+
   // ── System settings ──────────────────────────────────────────────────────
 
   @Get("system-settings")
@@ -159,4 +189,313 @@ export class SuperAdminController {
       externalApis: { sandHubUseLiveApi: body?.enabled === true },
     });
   }
+
+  // ── Insurer panel (super-admin proxy) ────────────────────────────────────
+
+  @Get("insurer/branches")
+  @ApiOperation({ summary: "List branches for a given client" })
+  @ApiQuery({ name: "clientId", required: true, type: String })
+  @ApiQuery({ name: "search", required: false, type: String })
+  @ApiQuery({ name: "from", required: false, description: "Optional start datetime (ISO string)" })
+  @ApiQuery({ name: "to", required: false, description: "Optional end datetime (ISO string)" })
+  @ApiQuery({ name: "isActive", required: false, description: "Filter active state (true/false)" })
+  getInsuranceBranches(
+    @Query("clientId") clientId: string,
+    @Query("search") search?: string,
+    @Query("from") from?: string,
+    @Query("to") to?: string,
+    @Query("isActive") isActive?: string,
+  ) {
+    return this.expertInsurerService.retrieveInsuranceBranches(
+      clientId,
+      { search, from, to, isActive },
+    );
+  }
+
+  @Post("insurer/branches")
+  @ApiOperation({ summary: "Add a branch for a given client" })
+  @ApiBody({
+    schema: {
+      allOf: [
+        { $ref: "#/components/schemas/CreateBranchDto" },
+        {
+          type: "object",
+          required: ["clientId"],
+          properties: { clientId: { type: "string", description: "Client ObjectId" } },
+        },
+      ],
+    },
+  })
+  addBranch(
+    @Body("clientId") clientId: string,
+    @Body() createBranchDto: CreateBranchDto,
+  ) {
+    return this.expertInsurerService.addBranch(clientId, createBranchDto);
+  }
+
+  @Put("insurer/branches/:branchId/status")
+  @ApiOperation({ summary: "Set branch active/inactive for a given client" })
+  @ApiParam({ name: "branchId" })
+  @ApiBody({
+    schema: {
+      type: "object",
+      properties: {
+        clientId: { type: "string", description: "Client ObjectId" },
+        isActive: { type: "boolean" },
+      },
+      required: ["clientId", "isActive"],
+    },
+  })
+  setBranchStatus(
+    @Param("branchId") branchId: string,
+    @Body("clientId") clientId: string,
+    @Body("isActive") isActive: unknown,
+  ) {
+    let active: boolean;
+    if (typeof isActive === "boolean") {
+      active = isActive;
+    } else {
+      const normalized = String(isActive ?? "").trim().toLowerCase();
+      if (!["true", "false", "1", "0", "yes", "no"].includes(normalized)) {
+        throw new BadRequestException("isActive must be a boolean");
+      }
+      active = ["true", "1", "yes"].includes(normalized);
+    }
+    return this.expertInsurerService.setBranchActive(clientId, branchId, active);
+  }
+
+  @Post("insurer/experts/blame")
+  @ApiOperation({ summary: "Create a blame expert under a given client" })
+  @ApiBody({
+    schema: {
+      allOf: [
+        { $ref: "#/components/schemas/CreateBlameExpertByInsurerDto" },
+        {
+          type: "object",
+          required: ["clientId"],
+          properties: { clientId: { type: "string", description: "Client ObjectId" } },
+        },
+      ],
+    },
+  })
+  addBlameExpert(
+    @Body("clientId") clientId: string,
+    @Body() body: CreateBlameExpertByInsurerDto,
+  ) {
+    return this.expertInsurerService.addBlameExpert(clientId, body);
+  }
+
+  @Post("insurer/experts/claim")
+  @ApiOperation({ summary: "Create a claim expert under a given client" })
+  @ApiBody({
+    schema: {
+      allOf: [
+        { $ref: "#/components/schemas/CreateClaimExpertByInsurerDto" },
+        {
+          type: "object",
+          required: ["clientId"],
+          properties: { clientId: { type: "string", description: "Client ObjectId" } },
+        },
+      ],
+    },
+  })
+  addClaimExpert(
+    @Body("clientId") clientId: string,
+    @Body() body: CreateClaimExpertByInsurerDto,
+  ) {
+    return this.expertInsurerService.addClaimExpert(clientId, body);
+  }
+
+  @Post("insurer/experts/file-maker")
+  @ApiOperation({ summary: "Create a FileMaker account under a given client" })
+  @ApiBody({
+    schema: {
+      allOf: [
+        { $ref: "#/components/schemas/CreateFileMakerByInsurerDto" },
+        {
+          type: "object",
+          required: ["clientId"],
+          properties: { clientId: { type: "string", description: "Client ObjectId" } },
+        },
+      ],
+    },
+  })
+  addFileMaker(
+    @Body("clientId") clientId: string,
+    @Body() body: CreateFileMakerByInsurerDto,
+  ) {
+    return this.expertInsurerService.addFileMaker(clientId, body);
+  }
+
+  @Post("insurer/experts/file-reviewer")
+  @ApiOperation({ summary: "Create a FileReviewer account under a given client" })
+  @ApiBody({
+    schema: {
+      allOf: [
+        { $ref: "#/components/schemas/CreateFileReviewerByInsurerDto" },
+        {
+          type: "object",
+          required: ["clientId"],
+          properties: { clientId: { type: "string", description: "Client ObjectId" } },
+        },
+      ],
+    },
+  })
+  addFileReviewer(
+    @Body("clientId") clientId: string,
+    @Body() body: CreateFileReviewerByInsurerDto,
+  ) {
+    return this.expertInsurerService.addFileReviewer(clientId, body);
+  }
+
+  @Get("insurer/experts/list")
+  @ApiOperation({ summary: "List all experts of a given client" })
+  @ApiQuery({ name: "clientId", required: true, type: String })
+  @ApiQuery({ name: "page", type: Number })
+  @ApiQuery({ name: "response_count", type: Number })
+  getAllExperts(
+    @Query("clientId") clientId: string,
+    @Query("page") page: number,
+    @Query("response_count") count: number,
+  ) {
+    return this.expertInsurerService.retrieveAllExpertsOfClient(
+      { clientKey: clientId },
+      page,
+      count,
+    );
+  }
+
+  @Get("insurer/experts/top")
+  @ApiOperation({ summary: "Top blame vs claim experts for a given client" })
+  @ApiQuery({ name: "clientId", required: true, type: String })
+  getTopExperts(@Query("clientId") clientId: string) {
+    return this.expertInsurerService.getTopExpertsForClient({ clientKey: clientId });
+  }
+
+  @Get("insurer/files")
+  @ApiOperation({ summary: "List files (blame + claim merged) for a given client" })
+  @ApiQuery({ name: "clientId", required: true, type: String })
+  getAllFiles(
+    @Query("clientId") clientId: string,
+    @Query() query: ListQueryV2Dto,
+  ) {
+    return this.expertInsurerService.retrieveAllFilesOfClient(clientId, query);
+  }
+
+  @Get("insurer/report/unified-file-statuses")
+  @ApiOperation({ summary: "Unified file status catalog + counts for a given client" })
+  @ApiQuery({ name: "clientId", required: true, type: String })
+  @ApiResponse({ status: 200, type: UnifiedFileStatusReportDto })
+  getUnifiedFileStatusReport(
+    @Query("clientId") clientId: string,
+    @Query() query: UnifiedFileStatusReportQueryDto,
+  ): Promise<UnifiedFileStatusReportDto> {
+    return this.expertInsurerService.getInsurerUnifiedFileStatusReport(
+      { clientKey: clientId },
+      query,
+    );
+  }
+
+  @Get("insurer/report/status-counts")
+  @ApiOperation({
+    summary: "Legacy status counts for a given client",
+    deprecated: true,
+    description: "Prefer GET insurer/report/unified-file-statuses.",
+  })
+  @ApiQuery({ name: "clientId", required: true, type: String })
+  @ApiQuery({ name: "from", required: false, description: "Optional start datetime (ISO string)" })
+  @ApiQuery({ name: "to", required: false, description: "Optional end datetime (ISO string)" })
+  getInsurerStatusReport(
+    @Query("clientId") clientId: string,
+    @Query("from") from?: string,
+    @Query("to") to?: string,
+  ) {
+    return this.expertInsurerService.getInsurerFileStatusCounts(
+      { clientKey: clientId },
+      from,
+      to,
+    );
+  }
+
+  @Get("insurer/files/:publicId/timeline")
+  @ApiOperation({ summary: "Activity timeline for a case of a given client" })
+  @ApiParam({ name: "publicId" })
+  @ApiQuery({ name: "clientId", required: true, type: String })
+  getFileTimeline(
+    @Query("clientId") clientId: string,
+    @Param("publicId") publicId: string,
+  ) {
+    return this.expertInsurerService.getFileTimeline(clientId, publicId);
+  }
+
+  @Get("insurer/files/:publicId")
+  @ApiOperation({ summary: "File details by publicId for a given client" })
+  @ApiParam({ name: "publicId" })
+  @ApiQuery({ name: "clientId", required: true, type: String })
+  getFileDetailsByPublicId(
+    @Query("clientId") clientId: string,
+    @Param("publicId") publicId: string,
+  ) {
+    return this.expertInsurerService.retrieveFileDetailsByPublicId(clientId, publicId);
+  }
+
+  // @Put("insurer/files/:publicId/rating")
+  // @ApiOperation({ summary: "Rate experts by publicId for a given client" })
+  // @ApiParam({ name: "publicId" })
+  // @ApiBody({
+  //   schema: {
+  //     type: "object",
+  //     required: [
+  //       "clientId",
+  //       "collisionMethodAccuracy",
+  //       "evaluationTimeliness",
+  //       "accidentCauseAccuracy",
+  //       "guiltyVehicleIdentification",
+  //       "botRating",
+  //     ],
+  //     properties: {
+  //       clientId: { type: "string", description: "Client ObjectId" },
+  //       collisionMethodAccuracy: { type: "number", minimum: 0, maximum: 5 },
+  //       evaluationTimeliness: { type: "number", minimum: 0, maximum: 5 },
+  //       accidentCauseAccuracy: { type: "number", minimum: 0, maximum: 5 },
+  //       guiltyVehicleIdentification: { type: "number", minimum: 0, maximum: 5 },
+  //       botRating: { type: "number", minimum: 0, maximum: 5 },
+  //     },
+  //   },
+  // })
+  // rateExpertsByPublicId(
+  //   @Param("publicId") publicId: string,
+  //   @Body() body: FileRating & { clientId: string },
+  // ) {
+  //   const { clientId, ...rating } = body;
+  //   return this.expertInsurerService.rateExpertByPublicId(publicId, rating as FileRating, clientId);
+  // }
+
+  @Get("insurer/top-files")
+  @ApiOperation({ summary: "Top-rated files for a given client" })
+  @ApiQuery({ name: "clientId", required: true, type: String })
+  getTopFiles(@Query("clientId") clientId: string) {
+    return this.expertInsurerService.getTopFilesForClient(clientId);
+  }
+
+  @Get("insurer/statistics")
+  @ApiOperation({ summary: "Expert statistics report for a given client" })
+  @ApiQuery({ name: "clientId", required: true, type: String })
+  getExpertStatistics(@Query("clientId") clientId: string) {
+    return this.expertInsurerService.getExpertStatisticsReport({ clientKey: clientId });
+  }
+
+  @Get("insurer/:expertId")
+  @ApiOperation({ summary: "Files handled by one roster expert for a given client" })
+  @ApiParam({ name: "expertId" })
+  @ApiQuery({ name: "clientId", required: true, type: String })
+  getExpertFiles(
+    @Query("clientId") clientId: string,
+    @Param("expertId") expertId: string,
+  ) {
+    if (!Types.ObjectId.isValid(expertId)) {
+      throw new BadRequestException("Invalid expert ID");
+    }
+    return this.expertInsurerService.getAllFilesForInsurerExpert(expertId, clientId);
+  }
 }

src/super-admin/super-admin.module.ts

@@ -3,6 +3,7 @@ import { ClientModule } from "src/client/client.module";
 import { SystemSettingsModule } from "src/system-settings/system-settings.module";
 import { HashModule } from "src/utils/hash/hash.module";
 import { UsersModule } from "src/users/users.module";
+import { ExpertInsurerModule } from "src/expert-insurer/expert-insurer.module";
 import { SuperAdminController } from "./super-admin.controller";
 import { SuperAdminService } from "./super-admin.service";
 import { SuperAdminGuard } from "./guards/super-admin.guard";
@@ -26,6 +27,7 @@ import { SuperAdminGuard } from "./guards/super-admin.guard";
     SystemSettingsModule,
     HashModule,
     UsersModule,
+    ExpertInsurerModule,
   ],
   controllers: [SuperAdminController],
   providers: [SuperAdminService, SuperAdminGuard],

src/super-admin/super-admin.service.ts

@@ -19,10 +19,12 @@ import {
   CreateSuperAdminDto,
   CreateFieldExpertAdminDto,
   CreateRegistrarAdminDto,
+  CreateCallCenterAgentDto,
 } from "./dto/super-admin.dto";
 import { RoleEnum } from "src/Types&Enums/role.enum";
 import { FieldExpertDbService } from "src/users/entities/db-service/field-expert.db.service";
 import { RegistrarDbService } from "src/users/entities/db-service/registrar.db.service";
+import { CallCenterAgentDbService } from "src/users/entities/db-service/call-center-agent.db.service";
 
 @Injectable()
 export class SuperAdminService {
@@ -33,6 +35,7 @@ export class SuperAdminService {
     private readonly actorAuthService: ActorAuthService,
     private readonly fieldExpertDbService: FieldExpertDbService,
     private readonly registrarDbService: RegistrarDbService,
+    private readonly callCenterAgentDbService: CallCenterAgentDbService,
   ) {}
 
   /** List all super-admin accounts (sans password). */
@@ -99,4 +102,28 @@ export class SuperAdminService {
   async createRegistrar(body: CreateRegistrarAdminDto) {
     return this.actorAuthService.createRegistrarMock(body);
   }
+
+  async createCallCenterAgent(body: CreateCallCenterAgentDto) {
+    const email = body.email.toLowerCase().trim();
+    const existing = await this.callCenterAgentDbService.findOne({ email });
+    if (existing) {
+      throw new ConflictException(
+        "A call-center agent with this email already exists.",
+      );
+    }
+    const password = await this.hashService.hash(body.password);
+    const created = await this.callCenterAgentDbService.create({
+      email,
+      password,
+      firstName: body.firstName,
+      lastName: body.lastName,
+      clientKey: new Types.ObjectId(body.clientId),
+      mobile: body.mobile,
+      role: RoleEnum.CALL_CENTER,
+    });
+    const { password: _pw, ...rest } = (created as any).toObject
+      ? (created as any).toObject()
+      : (created as any);
+    return rest;
+  }
 }

src/users/entities/db-service/call-center-agent.db.service.ts

@@ -0,0 +1,50 @@
+import { Injectable } from "@nestjs/common";
+import { InjectModel } from "@nestjs/mongoose";
+import { FilterQuery, Model, Types } from "mongoose";
+import { CallCenterAgentModel } from "../schema/call-center-agent.schema";
+
+@Injectable()
+export class CallCenterAgentDbService {
+  constructor(
+    @InjectModel(CallCenterAgentModel.name)
+    private readonly model: Model<CallCenterAgentModel>,
+  ) {}
+
+  async create(
+    data: Partial<CallCenterAgentModel> & { password: string },
+  ): Promise<CallCenterAgentModel> {
+    return this.model.create(data);
+  }
+
+  async findOne(
+    filter: FilterQuery<CallCenterAgentModel>,
+  ): Promise<CallCenterAgentModel | null> {
+    return this.model.findOne(filter);
+  }
+
+  async findById(id: string): Promise<CallCenterAgentModel | null> {
+    return this.model.findOne({ _id: new Types.ObjectId(id) });
+  }
+
+  async findByLoginIdentifier(
+    identifier: string,
+  ): Promise<CallCenterAgentModel | null> {
+    const id = identifier.trim();
+    const or: FilterQuery<CallCenterAgentModel>[] = [
+      { email: id },
+      { username: id },
+    ];
+    if (/^\d{10}$/.test(id)) {
+      or.push({ nationalCode: id });
+    }
+    return this.model.findOne({ $or: or });
+  }
+
+  async findAll(
+    filter: FilterQuery<CallCenterAgentModel>,
+  ): Promise<(CallCenterAgentModel & { _id: Types.ObjectId })[]> {
+    return this.model.find(filter).lean() as Promise<
+      (CallCenterAgentModel & { _id: Types.ObjectId })[]
+    >;
+  }
+}

src/users/entities/schema/call-center-agent.schema.ts

@@ -0,0 +1,61 @@
+import { Prop, Schema, SchemaFactory } from "@nestjs/mongoose";
+import { Types } from "mongoose";
+import { RoleEnum } from "src/Types&Enums/role.enum";
+
+/**
+ * Call-center agent actor.  Works under an insurance company (clientKey) and
+ * can start V6 LINK blame files on behalf of callers.
+ */
+@Schema({
+  collection: "call-center-agents",
+  versionKey: false,
+  timestamps: true,
+})
+export class CallCenterAgentModel {
+  _id?: Types.ObjectId;
+
+  @Prop({ required: true })
+  firstName: string;
+
+  @Prop({ required: true })
+  lastName: string;
+
+  @Prop({ type: String, unique: true, sparse: true, required: false })
+  email?: string;
+
+  @Prop({ type: String })
+  username?: string;
+
+  @Prop({ type: String, index: true, sparse: true })
+  nationalCode?: string;
+
+  @Prop({ type: Types.ObjectId, index: true })
+  clientKey?: Types.ObjectId;
+
+  @Prop({ required: true })
+  password: string;
+
+  @Prop({ required: false })
+  mobile?: string;
+
+  @Prop({ required: false })
+  phone?: string;
+
+  @Prop({ default: RoleEnum.CALL_CENTER })
+  role: RoleEnum;
+
+  @Prop({ type: "string", default: "" })
+  otp: string;
+
+  createdAt: Date;
+}
+
+export const CallCenterAgentDbSchema =
+  SchemaFactory.createForClass(CallCenterAgentModel);
+
+CallCenterAgentDbSchema.pre("save", function (next) {
+  if (!this.username) {
+    this.username = (this as any).email || (this as any).nationalCode;
+  }
+  next();
+});

src/users/users.module.ts

@@ -11,6 +11,7 @@ import { UserDbService } from "./entities/db-service/user.db.service";
 import { ExpertFileActivityDbService } from "./entities/db-service/expert-file-activity.db.service";
 import { FileMakerDbService } from "./entities/db-service/file-maker.db.service";
 import { FileReviewerDbService } from "./entities/db-service/file-reviewer.db.service";
+import { CallCenterAgentDbService } from "./entities/db-service/call-center-agent.db.service";
 import {
   DamageExpertDbSchema,
   DamageExpertModel,
@@ -41,6 +42,10 @@ import {
   FileReviewerDbSchema,
   FileReviewerModel,
 } from "./entities/schema/file-reviewer.schema";
+import {
+  CallCenterAgentDbSchema,
+  CallCenterAgentModel,
+} from "./entities/schema/call-center-agent.schema";
 
 @Module({
   imports: [
@@ -54,6 +59,7 @@ import {
       { name: ExpertFileActivity.name, schema: ExpertFileActivitySchema },
       { name: FileMakerModel.name, schema: FileMakerDbSchema },
       { name: FileReviewerModel.name, schema: FileReviewerDbSchema },
+      { name: CallCenterAgentModel.name, schema: CallCenterAgentDbSchema },
     ]),
     HashModule,
   ],
@@ -68,6 +74,7 @@ import {
     ExpertFileActivityDbService,
     FileMakerDbService,
     FileReviewerDbService,
+    CallCenterAgentDbService,
   ],
   exports: [
     UserDbService,
@@ -79,6 +86,7 @@ import {
     ExpertFileActivityDbService,
     FileMakerDbService,
     FileReviewerDbService,
+    CallCenterAgentDbService,
   ],
 })
 export class UsersModule {}

src/utils/plate-normalizer/plate-normalizer.module.ts

@@ -0,0 +1,8 @@
+import { Module } from "@nestjs/common";
+import { PlateNormalizerService } from "./plate-normalizer.service";
+
+@Module({
+  providers: [PlateNormalizerService],
+  exports: [PlateNormalizerService],
+})
+export class PlateNormalizerModule {}

src/utils/plate-normalizer/plate-normalizer.service.ts

@@ -0,0 +1,79 @@
+import { Injectable, Logger } from "@nestjs/common";
+
+/**
+ * Characters stripped from plate text during normalization.
+ * These invisible Unicode code-points can sneak in via copy-paste
+ * or OCR and break exact-match lookups against the plate letter map.
+ */
+const INVISIBLE_CHARS = [
+  "\u200C", // Zero-Width Non-Joiner
+  "\u200D", // Zero-Width Joiner
+  "\u200E", // Left-to-Right Mark
+  "\u200F", // Right-to-Left Mark
+  "\uFEFF", // BOM / Zero-Width No-Break Space
+];
+
+const INVISIBLE_RE = new RegExp(`[${INVISIBLE_CHARS.join("")}]`, "g");
+
+/**
+ * Normalize a Persian license-plate character (or short text) so that
+ * visually-identical Unicode variants collapse to the canonical form
+ * used in the plate letter mapping.
+ *
+ * Steps (in order):
+ * 1. NFKC normalization  — folds compatibility equivalents
+ * 2. Strip invisible Unicode characters (ZWJ, ZWNJ, LTR/RTL marks, BOM)
+ * 3. Convert Arabic ي (U+064A) → Persian ی (U+06CC)
+ * 4. Trim leading/trailing whitespace
+ */
+export function normalizePlateText(text: string): string {
+  if (!text) return text;
+
+  let result = String(text);
+
+  // 1. Unicode NFKC normalization
+  result = result.normalize("NFKC");
+
+  // 2. Remove invisible characters
+  result = result.replace(INVISIBLE_RE, "");
+
+  // 3. Arabic ي → Persian ی
+  result = result.replace(/\u064A/g, "\u06CC");
+
+  // 4. Trim whitespace
+  result = result.trim();
+
+  return result;
+}
+
+@Injectable()
+export class PlateNormalizerService {
+  private readonly logger = new Logger(PlateNormalizerService.name);
+
+  /** @see module-level {@link normalizePlateText} */
+  normalizePlateText(text: string): string {
+    return normalizePlateText(text);
+  }
+
+  /**
+   * Normalize a plate letter and, if it doesn't resolve in the given
+   * mapping, log the raw Unicode code-points for debugging.
+   *
+   * @returns the numeric code from `mapping`, or `null` when the letter
+   *          is unknown after normalization.
+   */
+  resolvePlateLetterCode(
+    letter: string,
+    mapping: Record<string, number>,
+  ): number | null {
+    const normalized = this.normalizePlateText(letter);
+
+    const code = mapping[normalized];
+    if (code !== undefined) return code;
+
+    this.logger.debug(
+      `Unknown plate letter: ${normalized} [${Array.from(normalized).map((c) => `U+${c.charCodeAt(0).toString(16).toUpperCase().padStart(4, "0")}`).join(", ")}]`,
+    );
+    return null;
+  }
+}

src/utils/plate-normalizer/plate-normalizer.spec.ts

@@ -0,0 +1,131 @@
+import { PlateNormalizerService, normalizePlateText } from "./plate-normalizer.service";
+
+describe("normalizePlateText (pure function)", () => {
+  it("returns unchanged text for a clean plate letter", () => {
+    expect(normalizePlateText("ه")).toBe("ه");
+    expect(normalizePlateText("الف")).toBe("الف");
+  });
+
+  it("strips Zero-Width Joiner (U+200D)", () => {
+    // ه + ZWJ  — the exact scenario from the issue
+    const input = "ه\u200D";
+    expect(normalizePlateText(input)).toBe("ه");
+  });
+
+  it("strips Zero-Width Non-Joiner (U+200C)", () => {
+    expect(normalizePlateText("ه\u200C")).toBe("ه");
+  });
+
+  it("strips Left-to-Right Mark (U+200E)", () => {
+    expect(normalizePlateText("ه\u200E")).toBe("ه");
+  });
+
+  it("strips Right-to-Left Mark (U+200F)", () => {
+    expect(normalizePlateText("ه\u200F")).toBe("ه");
+  });
+
+  it("strips BOM (U+FEFF)", () => {
+    expect(normalizePlateText("\uFEFFه")).toBe("ه");
+  });
+
+  it("converts Arabic ي (U+064A) to Persian ی (U+06CC)", () => {
+    expect(normalizePlateText("\u064A")).toBe("\u06CC");
+  });
+
+  it("does not alter already-Persian ی (U+06CC)", () => {
+    expect(normalizePlateText("\u06CC")).toBe("\u06CC");
+  });
+
+  it("handles a full plate string: 339ه\u200D77 → 339ه77", () => {
+    expect(normalizePlateText("339ه\u200D77")).toBe("339ه77");
+  });
+
+  it("handles multiple invisible chars interleaved", () => {
+    const input = "\u200F339\u200Cه\u200D\uFEFF77\u200E";
+    expect(normalizePlateText(input)).toBe("339ه77");
+  });
+
+  it("trims whitespace", () => {
+    expect(normalizePlateText("  ه  ")).toBe("ه");
+  });
+
+  it("applies NFKC normalization", () => {
+    // Full-width digit ３ (U+FF13) → ASCII 3
+    expect(normalizePlateText("３")).toBe("3");
+  });
+
+  it("returns empty string for empty input", () => {
+    expect(normalizePlateText("")).toBe("");
+  });
+});
+
+describe("PlateNormalizerService", () => {
+  let service: PlateNormalizerService;
+
+  beforeEach(() => {
+    service = new PlateNormalizerService();
+  });
+
+  describe("normalizePlateText", () => {
+    it("delegates to the pure function", () => {
+      expect(service.normalizePlateText("ه\u200D")).toBe("ه");
+    });
+  });
+
+  describe("resolvePlateLetterCode", () => {
+    const PLATE_LETTER_MAP: Record<string, number> = {
+      "\u0627\u0644\u0641": 1, // الف
+      "\u0628": 2,
+      "\u067E": 3,
+      "\u062C": 4,
+      "\u062F": 5,
+      "\u0633": 6,
+      "\u0635": 7,
+      "\u0637": 8,
+      "\u0639": 9,
+      "\u0642": 10,
+      "\u0644": 11,
+      "\u0645": 12,
+      "\u0646": 13,
+      "\u0648": 14,
+      "\u0647": 15, // ه
+      "\u06CC": 16, // ی
+      "\u06A9": 17,
+      "\u0698": 18,
+      "\u062A": 19,
+      "\u062B": 20,
+      "\u0632": 21,
+      "\u0634": 22,
+      "\u0641": 23,
+      "\u06AF": 24,
+    };
+
+    it("returns 15 for clean ه", () => {
+      expect(service.resolvePlateLetterCode("ه", PLATE_LETTER_MAP)).toBe(15);
+    });
+
+    it("returns 15 for ه + ZWJ (the bug scenario)", () => {
+      expect(service.resolvePlateLetterCode("ه\u200D", PLATE_LETTER_MAP)).toBe(
+        15,
+      );
+    });
+
+    it("returns 16 for Arabic ي (mapped to Persian ی)", () => {
+      expect(
+        service.resolvePlateLetterCode("\u064A", PLATE_LETTER_MAP),
+      ).toBe(16);
+    });
+
+    it("returns null for an unknown letter and logs it", () => {
+      const spy = jest.spyOn(
+        (service as any).logger,
+        "debug",
+      );
+      expect(service.resolvePlateLetterCode("؟", PLATE_LETTER_MAP)).toBeNull();
+      expect(spy).toHaveBeenCalledWith(
+        expect.stringContaining("Unknown plate letter"),
+      );
+      spy.mockRestore();
+    });
+  });
+});