fix: live call routing

CONFIGURATION.md

@@ -4,9 +4,16 @@ You can configure this gem with an initializer file:
 PagerTree::Integrations.deferred_request_class = "DeferredReq"
 PagerTree::Integrations.integration_parent_class = "Integration"
 PagerTree::Integrations.outgoing_webhook_delivery_factory_class = "OutgoingWebhookDeliv"
+
+PagerTree::Integrations::Engine.routes.default_url_options[:host] = "app.pagertree.com"
+PagerTree::Integrations::Engine.routes.default_url_options[:protocol] = "https"
+PagerTree::Integrations::Engine.routes.default_url_options[:port] = nil
 ...
 ```
 
+## Copying assets
+Make sure to copy the `public/**/*` folder to you `main_app/public/` folder
+
 ## Global Options
 These options are for the core PagerTree integrations model
 

Gemfile.lock

@@ -1,7 +1,7 @@
 PATH
   remote: .
   specs:
-    pager_tree-integrations (1.1.1)
+    pager_tree-integrations (1.1.2)
       rails (>= 7.0.1)
 
 GEM

app/controllers/pager_tree/integrations/live_call_routing/twilio/v3_controller.rb

@@ -7,9 +7,20 @@ def music
 
       @integration.adapter_source_log = @integration.logs.create!(level: :info, format: :json, message: params.to_unsafe_h) if @integration.try(:log_incoming_requests?)
       @integration.adapter_controller = self
+      @integration.adapter_incoming_request_params = params
       @integration.adapter_response_music
     end
 
+    def dropped
+      set_integration
+
+      @integration.adapter_source_log = @integration.logs.create!(level: :info, format: :json, message: params.to_unsafe_h) if @integration.try(:log_incoming_requests?)
+      @integration.adapter_controller = self
+      @integration.adapter_alert = @integration.alerts.find_by(thirdparty_id: params[:CallSid])
+      @integration.adapter_incoming_request_params = params
+      @integration.adapter_response_dropped
+    end
+
     def queue_status
       ::PagerTree::Integrations.deferred_request_class.constantize.perform_later_from_request!(request)
 

app/mailers/pager_tree/integrations/live_call_routing/twilio/v3_mailer.rb

@@ -0,0 +1,17 @@
+module PagerTree::Integrations
+  class LiveCallRouting::Twilio::V3Mailer < ::ApplicationMailer
+    # Subject can be set in your I18n file at config/locales/en.yml
+    # with the following lookup:
+    #
+    #   en.live_call_routing.twilio.v3_mailer.call_recording.subject
+    #
+    def call_recording
+      @recording_url = params[:recording_url]
+      @alert = params[:alert]
+      @email = params[:email]
+      @from = params[:from]
+
+      mail(to: @email, subject: I18n.t("pager_tree.integrations.live_call_routing.twilio.v3_mailer.call_recording.subject", tiny_id: @alert.tiny_id, from: @from))
+    end
+  end
+end

app/models/pager_tree/integrations/channel/hangouts/v3.rb

@@ -63,7 +63,7 @@ def adapter_process_outgoing
     private
 
     def _alert
-      @_alert ||= adapter_outgoing_event.item
+      @_alert ||= adapter_outgoing_event.alert
     end
 
     def _blocks

app/models/pager_tree/integrations/channel/microsoft_teams/v3.rb

@@ -63,7 +63,7 @@ def adapter_process_outgoing
     private
 
     def _alert
-      @_alert ||= adapter_outgoing_event.item
+      @_alert ||= adapter_outgoing_event.alert
     end
 
     def _blocks

app/models/pager_tree/integrations/channel/slack/v3.rb

@@ -63,7 +63,7 @@ def adapter_process_outgoing
     private
 
     def _alert
-      @_alert ||= adapter_outgoing_event.item
+      @_alert ||= adapter_outgoing_event.alert
     end
 
     def _blocks

app/models/pager_tree/integrations/integration.rb

@@ -58,6 +58,10 @@ def adapter_process_create
 
     def adapter_process_other
     end
+
+    def adapter_will_route_alert?
+      false
+    end
     # END basic incoming functions
 
     # START basic outgoing functions

app/models/pager_tree/integrations/live_call_routing/twilio/v3.rb

@@ -38,20 +38,24 @@ class LiveCallRouting::Twilio::V3 < Integration
       voice: "man"
     }
 
-    TWILIO_LIVECALL_CONNECT_NOW = "https://app.pagertree.com/assets/sounds/you-are-now-being-connected.mp3"
-    TWILIO_LIVECALL_MUSIC = "http://com.twilio.sounds.music.s3.amazonaws.com/oldDog_-_endless_goodbye_%28instr.%29.mp3"
-    TWILIO_LIVECALL_PLEASE_WAIT = "https://app.pagertree.com/assets/sounds/please-wait.mp3"
-
     def option_connect_now_media_url
-      option_connect_now_media&.url || TWILIO_LIVECALL_CONNECT_NOW
+      option_connect_now_media.present? ? option_connect_now_media.url : URI.join(Rails.application.routes.url_helpers.root_url, "audios/you-are-now-being-connected.mp3").to_s
     end
 
     def option_music_media_url
-      option_music_media&.url || TWILIO_LIVECALL_MUSIC
+      option_music_media.present? ? option_music_media.url : "http://com.twilio.sounds.music.s3.amazonaws.com/oldDog_-_endless_goodbye_%28instr.%29.mp3"
     end
 
     def option_please_wait_media_url
-      option_please_wait_media&.url || TWILIO_LIVECALL_PLEASE_WAIT
+      option_please_wait_media.present? ? option_please_wait_media.url : URI.join(Rails.application.routes.url_helpers.root_url, "audios/please-wait.mp3").to_s
+    end
+
+    def option_no_answer_media_url
+      option_no_answer_media.present? ? option_no_answer_media.url : URI.join(Rails.application.routes.url_helpers.root_url, "audios/no-answer.mp3").to_s
+    end
+
+    def option_no_answer_thank_you_media_url
+      option_no_answer_thank_you_media.present? ? option_no_answer_thank_you_media.url : URI.join(Rails.application.routes.url_helpers.root_url, "audios/thanks-for-message.mp3").to_s
     end
 
     def option_record_emails=(x)
@@ -90,10 +94,18 @@ def adapter_supports_outgoing?
       true
     end
 
+    def adapter_outgoing_interest?(event_name)
+      ["alert_acknowledged", "alert_dropped"].include?(event_name) && adapter_alert.source_id == id
+    end
+
     def adapter_incoming_can_defer?
       false
     end
 
+    def adapter_will_route_alert?
+      true
+    end
+
     def adapter_action
       :create
     end
@@ -128,13 +140,19 @@ def adapter_response_incoming
       end
 
       if selected_team
-        adapter_alert.logs.create!(message: "Caller selected team '#{selected_team.name}'. Playing please wait media.")
-        _twiml.play(url: option_please_wait_media&.url || TWILIO_LIVECALL_PLEASE_WAIT)
+        adapter_alert.logs.create!(message: "Caller selected team '#{selected_team.name}'.") if _teams_size > 1 || option_force_input
+
+        adapter_alert.logs.create!(message: "Play please wait media to caller.")
+        _twiml.play(url: option_please_wait_media_url)
         friendly_name = adapter_alert.id
 
         # create the queue and save it off
         queue = _client.queues.create(friendly_name: friendly_name)
         adapter_alert.meta["live_call_queue_sid"] = queue.sid
+
+        adapter_alert.destination_teams = [selected_team]
+
+        # save the alert
         adapter_alert.save!
 
         _twiml.enqueue(
@@ -144,6 +162,11 @@ def adapter_response_incoming
           wait_url: PagerTree::Integrations::Engine.routes.url_helpers.music_live_call_routing_twilio_v3_path(id, thirdparty_id: _thirdparty_id),
           wait_url_method: "GET"
         )
+        adapter_alert.logs.create!(message: "Enqueue caller in Twilio queue '#{friendly_name}'.")
+
+        # kick off the alert workflow
+        adapter_alert.route_later
+        adapter_alert.logs.create!(message: "Successfully enqueued alert team workflow.")
       else
         adapter_alert.meta["live_call_repeat_count"] ||= 0
         adapter_alert.meta["live_call_repeat_count"] += 1
@@ -159,6 +182,7 @@ def adapter_response_incoming
           end
         else
           adapter_alert.logs.create!(message: "Caller input bad input (too many times). Hangup.")
+          adapter_alert.resolve!(self)
           _twiml.say(message: "Too much invalid input. Goodbye.", **SPEAK_OPTIONS)
           _twiml.hangup
         end
@@ -193,34 +217,30 @@ def adapter_response_music
       adapter_controller&.render(xml: _twiml.to_xml)
     end
 
-    def response_dropped
+    def adapter_response_dropped
       recording_url = adapter_incoming_request_params.dig("RecordingUrl")
 
       if recording_url
-        if option_no_answer_thank_you_media.present?
-          _twiml.play(url: option_no_answer_thank_you_media.url)
-        else
-          _twiml.say(message: "Thank you for your message. Goodbye.")
-        end
+        _twiml.play(url: option_no_answer_thank_you_media_url)
         _twiml.hangup
 
         adapter_alert.additional_data.push(AdditionalDatum.new(format: "link", label: "Voicemail", value: recording_url).to_h)
         adapter_alert.save!
 
         adapter_alert.logs.create!(message: "Caller left a <a href='#{recording_url}' target='_blank'>voicemail</a>.")
 
-        adapter_record_emails.each do |email|
-          TwilioLiveCallRouting::V3Mailer.with(email: email, alert: alert).call_recording.deliver_later
+        option_record_emails.each do |email|
+          LiveCallRouting::Twilio::V3Mailer.with(email: email, alert: adapter_alert, from: adapter_incoming_request_params.dig("From"), recording_url: recording_url).call_recording.deliver_later
         end
-      elsif record
+      elsif option_record
         _twiml.play(url: option_no_answer_media_url)
         _twiml.record(max_length: 60)
       else
-        _twiml.say(message: "No one is available to answer this call. Goodbye.")
+        _twiml.say(message: "No one is available to answer this call. Goodbye.", **SPEAK_OPTIONS)
         _twiml.hangup
       end
 
-      controller.render(xml: _twiml.to_xml)
+      adapter_controller.render(xml: _twiml.to_xml)
     end
 
     def adapter_process_queue_status_deferred
@@ -229,18 +249,20 @@ def adapter_process_queue_status_deferred
 
       if queue_result == "hangup"
         self.adapter_alert = alerts.find_by(thirdparty_id: _thirdparty_id)
+        adapter_alert.logs.create!(message: "Caller hungup while waiting in queue.")
+        adapter_alert.resolve!(self)
         queue_destroy
       end
 
       adapter_source_log&.save!
     end
 
-    def perform_outgoing(**params)
-      event = params[:event]
-      if event == "alert.acknowledged"
-        on_acknowledge
-      elsif event == "alert.dropped"
-        on_drop
+    def adapter_process_outgoing
+      event = adapter_outgoing_event.event_name.to_s
+      if event == "alert_acknowledged"
+        _on_acknowledge
+      elsif event == "alert_dropped"
+        _on_drop
       end
     end
 
@@ -269,7 +291,7 @@ def _client
     end
 
     def _call
-      @_call ||= _client.calls(call_sid).fetch
+      @_call ||= _client.calls(adapter_alert.thirdparty_id).fetch
     end
 
     def _twiml
@@ -299,23 +321,44 @@ def selected_team
       nil
     end
 
-    def on_acknowledge
+    def _on_acknowledge
       # log that we are going to transfer
-      adapter_alert.logs.create!(message: "Attempting to transfer the call...")
+      adapter_alert.logs.create!(message: "The alert was acknowledged. Attempting to transfer the call...")
 
       # try to transfer the caller
-      number = "+19402733696"
-      _twiml.play(url: option_connect_now_media_url)
-      _twiml.pause(length: 1)
-      _twiml.dial(number: number, caller_id: _call.to, answer_on_bridge: true)
-      _call.update(twiml: _twiml.to_xml)
-
-      # log if we successfully transfered or failed
-      adapter_alert.logs.create!(message: "Tranferring the call succeeded.")
+      account_user = adapter_outgoing_event.account_user
+      number = account_user.user.phone&.phone
+
+      adapter_alert.logs.create!(message: "Attempting to transfer the call to #{account_user.user.name} at #{number}...")
+
+      if number.present?
+        _twiml.play(url: option_connect_now_media_url)
+        _twiml.pause(length: 1)
+        _twiml.dial(number: number, caller_id: _call.to, answer_on_bridge: true)
+        _call.update(twiml: _twiml.to_xml)
+        # log if we successfully transfered or failed
+        adapter_alert.logs.create!(message: "Tranferring the call succeeded.")
+      else
+        _twiml.say(message: "Someone has acknowledged this call, but they do not have a phone number on file. Goodbye.")
+        _twiml.hangup
+        _call.update(twiml: _twiml.to_xml)
+        adapter_alert.logs.create!(message: "Tranferring the call failed. #{account_user.user.name} has no phone number on file.")
+      end
+    rescue ::Twilio::REST::RestError => e
+      # 21220 - Unable to update record. Call is not in-progress. Cannot redirect.
+      if e.code != 21220
+        adapter_alert.logs.create!(message: "Tranferring the call failed. #{e.message}")
+      end
     end
 
-    def on_drop
-      _call.update(url: PagerTree::Integrations::Engine.routes.url_helpers.dropped_twilio_live_call_routing_v3_url(id, thirdparty_id: thirdparty_id))
+    def _on_drop
+      # log that we are going to transer
+      adapter_alert.logs.create!(message: "The alert was dropped. Attempting to transfer the call...")
+      _call.update(url: PagerTree::Integrations::Engine.routes.url_helpers.dropped_live_call_routing_twilio_v3_url(id, thirdparty_id: adapter_alert.thirdparty_id))
+      music_live_call_routing_twilio_v3_path
+      adapter_alert.logs.create!(message: "Tranferring the call succeeded.")
+    rescue ::Twilio::REST::RestError => e
+      adapter_alert.logs.create!(message: "Tranferring the call failed. #{e.message}")
     end
 
     def queue_destroy

app/models/pager_tree/integrations/outgoing_event.rb

@@ -8,6 +8,10 @@ class OutgoingEvent
     attr_accessor :item
     attr_accessor :changes
     attr_accessor :outgoing_rules_data
+    attr_accessor :alert
+    attr_accessor :handoff
+    attr_accessor :team
+    attr_accessor :account_user
 
     define_model_callbacks :initialize
 
@@ -22,6 +26,11 @@ def initialize(params = {})
       self.item ||= nil
       self.changes ||= nil
       self.outgoing_rules_data ||= {}
+
+      self.alert ||= nil
+      self.handoff ||= nil
+      self.team ||= nil
+      self.account_user ||= nil
     end
   end
 end

app/models/pager_tree/integrations/outgoing_webhook/v3.rb

@@ -71,7 +71,7 @@ def adapter_process_outgoing
       if self.option_template.present?
         begin
           body = JSON.parse(handlebars(self.option_template, {
-            alert: adapter_outgoing_event.item.try(:v3_format) || adapter_outgoing_event.item,
+            alert: adapter_outgoing_event.alert.try(:v3_format) || adapter_outgoing_event.alert,
             event: {
               type: event_type
             }
@@ -84,7 +84,7 @@ def adapter_process_outgoing
       end
 
       body ||= {
-        data: adapter_outgoing_event.item.try(:v3_format) || adapter_outgoing_event.item,
+        data: adapter_outgoing_event.alert.try(:v3_format) || adapter_outgoing_event.alert,
         type: event_type
       }
 

app/views/layouts/pager_tree/integrations/live_call_routing/twilio/mailer.html.erb

@@ -0,0 +1,13 @@
+<!DOCTYPE html>
+<html>
+  <head>
+    <meta http-equiv="Content-Type" content="text/html; charset=utf-8" />
+    <style>
+      /* Email styles need to be inline */
+    </style>
+  </head>
+
+  <body>
+    <%= yield %>
+  </body>
+</html>

app/views/layouts/pager_tree/integrations/live_call_routing/twilio/mailer.text.erb

@@ -0,0 +1 @@
+<%= yield %>

app/views/pager_tree/integrations/live_call_routing/twilio/v3_mailer/call_recording.html.erb

@@ -0,0 +1 @@
+<%= t(".body", tiny_id: @alert.tiny_id, from: @from) %>: <a href="<%=@recording_url%>"><%= @recording_url %></a>

app/views/pager_tree/integrations/live_call_routing/twilio/v3_mailer/call_recording.text.erb

@@ -0,0 +1 @@
+<%= t(".body", tiny_id: @alert.tiny_id, from: @from) %>: <%= @recording_url %>