"Scenario","Expected","Evidence","Observed"
"Busy staff","Offer approved alternative; no loop","Handset plus provider state","Not tested"
"No answer","Bounded timeout; honest fallback","Handset plus timeout","Not tested"
"Voicemail","Do not mark human accepted","Provider plus human acceptance","Not tested"
"Routing error","No false success claim","Provider status","Not tested"
"Callback save fails","No callback confirmation","Backend plus audible wording","Not tested"
"Caller hangs up","Clean leg/task state","Provider records","Not tested"
"Context fails","Honest repeat request; no invented handoff","Staff observation","Not tested"
"Callback saved","Assigned task before confirmation","Task ID","Not tested"