看板平均响应按协同分发统计；查价失败可从主账恢复；报价模板匹配与填表更稳，后台改名运营后台。

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

inquiry-agent/agent/policy/system_exception.py

@@ -310,8 +310,85 @@ def reply_paused_ticket(*, ticket: Any, reply: ReplyFn) -> None:
     reply(copy.system_exception_fallback(kind, names=names))
 
 
+def _quote_has_usable_total(quote: dict[str, Any] | None) -> bool:
+    """报价包是否已有可用于出卡的总价。"""
+    src = dict(quote or {})
+    total = str(src.get("total") or src.get("salePrice") or src.get("total_amount") or "").strip()
+    return bool(total and total != "-")
+
+
+def recover_tms_query_from_ledger(ledger: Any, *, work_order_no: str) -> dict[str, Any] | None:
+    """
+    查价超时/失败后回读主账：若已 persistHit 落成已报价+销售价，按查价成功续办。
+
+    产品口径：主账已经查到价，只是智能体等回包超时，不能标 TMS异常、不能给销售发接口异常，
+    应直接推当前工单报价。无价才走真正的系统异常。
+    """
+    no = (work_order_no or "").strip()
+    if not no or ledger is None:
+        return None
+    getter = getattr(ledger, "get_for_agent", None)
+    snap: Any = None
+    if callable(getter):
+        try:
+            snap = getter(work_order_no=no, sender_id="")
+        except TypeError:
+            try:
+                snap = getter(work_order_no=no)
+            except Exception:  # noqa: BLE001
+                snap = None
+        except Exception:  # noqa: BLE001
+            snap = None
+    if not isinstance(snap, dict) or not snap:
+        getter2 = getattr(ledger, "get_ticket", None)
+        if callable(getter2):
+            try:
+                snap = getter2(work_order_no=no)
+            except Exception:  # noqa: BLE001
+                snap = None
+    if not isinstance(snap, dict) or not snap:
+        return None
+    status = str(snap.get("status") or "").strip()
+    tms_hit = snap.get("tms_hit") in (1, "1", True, "true")
+    sale = str(snap.get("sale_price") or snap.get("salePrice") or "").strip()
+    quote = dict(snap.get("quote") or {})
+    tms_quote = dict(snap.get("tms_quote") or snap.get("tmsQuote") or {})
+    if not _quote_has_usable_total(quote) and _quote_has_usable_total(tms_quote):
+        quote = dict(tms_quote)
+    if not _quote_has_usable_total(quote) and sale and sale != "-":
+        quote = dict(quote)
+        quote["total"] = sale
+        quote.setdefault("source", "TMS")
+        quote.setdefault("source_label", "TMS标准报价")
+    priced = status == "已报价" and (
+        tms_hit or (sale and sale != "-") or _quote_has_usable_total(quote)
+    )
+    if not priced:
+        return None
+    if not _quote_has_usable_total(quote):
+        return None
+    logger.warning(
+        "tms.query 超时/失败但主账已有价，按成功续办 wo=%s total=%s",
+        no,
+        quote.get("total"),
+    )
+    return {
+        "ok": True,
+        "has_price": True,
+        "classification": "HAS_PRICE",
+        "quote": quote,
+        "recovered": True,
+        "source": "LEDGER_AFTER_TIMEOUT",
+    }
+
+
 def query_tms_resilient(ledger: Any, **kwargs: Any) -> dict[str, Any]:
-    """TMS 查价：最多 3 次，ok=true（含无价）即成功。"""
+    """
+    TMS 查价：最多 3 次，ok=true（含无价）即成功。
+
+    三次仍失败时，再读主账：若查价过程中已落库有价（常见于智能体超时、主账已 persistHit），
+    按成功回包返回，避免误标 TMS异常。
+    """
     getter = getattr(ledger, "query_tms", None)
     if not callable(getter):
         return {"ok": False, "classification": "TMS_TECH_FAILURE", "has_price": False, "quote": {}}
@@ -319,7 +396,14 @@ def query_tms_resilient(ledger: Any, **kwargs: Any) -> dict[str, Any]:
         lambda: getter(**kwargs),
         is_ok=lambda x: bool((x or {}).get("ok")),
     )
-    return out if isinstance(out, dict) else {"ok": False, "classification": "TMS_TECH_FAILURE"}
+    result = out if isinstance(out, dict) else {"ok": False, "classification": "TMS_TECH_FAILURE"}
+    if result.get("ok"):
+        return result
+    no = str(kwargs.get("work_order_no") or "").strip()
+    recovered = recover_tms_query_from_ledger(ledger, work_order_no=no) if no else None
+    if recovered is not None:
+        return recovered
+    return result
 
 
 def confirm_tms_quote_if_tech(
@@ -332,9 +416,20 @@ def confirm_tms_quote_if_tech(
     ticket_status: str = "询价中",
     facts: dict[str, Any] | None = None,
 ) -> bool:
-    """技术失败则标 TMS异常并回话告警。返回是否已按系统异常处理。"""
+    """
+    技术失败则标 TMS异常并回话告警。返回是否已按系统异常处理。
+
+    主账其实已有价时不再标异常（兜底：调用方应优先走 query_tms_resilient 恢复）。
+    """
     if not is_tms_tech_failure(tms):
         return False
+    # 最后一道闸：主账其实已有价时禁止再打 TMS异常（正常应已在 query_tms_resilient 恢复）。
+    if recover_tms_query_from_ledger(ledger, work_order_no=work_order_no) is not None:
+        logger.warning(
+            "confirm_tms_quote_if_tech 跳过标异常：主账已有价 wo=%s",
+            work_order_no,
+        )
+        return False
     err = str(tms.get("classification") or tms.get("error") or "TMS_TECH_FAILURE").strip()
     confirm_system_exception(
         event=SystemExceptionEvent(