落地系统异常：大模型/TMS/建群故障停住本单并告警，后台可重试失败步骤。

Co-authored-by: Cursor <cursoragent@cursor.com>

inquiry-agent/agent/policy/air_text_flow.py

@@ -726,6 +726,17 @@ class AirTextInquiryFlow:
             allow_b=allow_b,
             chat_fn=chat_fn,
         )
+        from agent.policy.system_exception import handle_extract_tech_fail
+
+        llm_phase = handle_extract_tech_fail(
+            snap=snap,
+            ledger=self._ledger,
+            reply=reply,
+            sender_id=sender_id,
+            sess=sess,
+        )
+        if llm_phase:
+            return llm_phase
         mode = (snap.get("business_line") or "").upper()
         facts = dict(snap.get("facts") or {})
         if sess and sess.phase in {"clarify", "need_mode"}:
@@ -869,7 +880,12 @@ class AirTextInquiryFlow:
         # 询价确认必须先到销售手机，再打 TMS。否则查得快时暂无报价卡会抢先发出。
         self._wait_inquiry_sent(str(out_id), work_order_no=no)
 
-        tms = self._ledger.query_tms(work_order_no=no, facts=facts)
+        from agent.policy.system_exception import (
+            confirm_tms_quote_if_tech,
+            query_tms_resilient,
+        )
+
+        tms = query_tms_resilient(self._ledger, work_order_no=no, facts=facts)
         sess = FlowSession(
             sender_id=sender_id,
             thread_id=sender_id,
@@ -883,6 +899,16 @@ class AirTextInquiryFlow:
         )
         if not tms.get("ok"):
             # 没拿到 TMS 回包（超时/熔断/主账未出站）不能冒充「暂无报价」
+            if confirm_tms_quote_if_tech(
+                ledger=self._ledger,
+                reply=reply,
+                work_order_no=no,
+                tms=tms,
+                sender_id=sender_id,
+                ticket_status="询价中",
+            ):
+                self.drop_current_bookmark(sender_id)
+                return "system_exception"
             if tms.get("classification") == "TMS_QUERY_INCOMPLETE":
                 logger.warning("tms.query 未出站 wo=%s class=%s", no, tms.get("classification"))
             reply("TMS 查询失败，请稍后重试。工单已创建：" + no)