app/models/cti/log.rb
# Copyright (C) 2012-2024 Zammad Foundation, https://zammad-foundation.org/
module Cti
class Log < ApplicationModel
include HasSearchIndexBackend
self.table_name = 'cti_logs'
store :preferences, accessors: %i[from_pretty to_pretty]
validates :state, format: { with: %r{\A(newCall|answer|hangup)\z}, message: 'newCall|answer|hangup is allowed' }
before_create :set_pretty
before_update :set_pretty
after_commit :push_caller_list_update
=begin
Cti::Log.create!(
direction: 'in',
from: '007',
from_comment: '',
to: '008',
to_comment: 'BBB',
call_id: '1',
comment: '',
state: 'newCall',
done: true,
)
Cti::Log.create!(
direction: 'in',
from: '007',
from_comment: '',
to: '008',
to_comment: '',
call_id: '2',
comment: '',
state: 'answer',
done: true,
)
Cti::Log.create!(
direction: 'in',
from: '009',
from_comment: '',
to: '010',
to_comment: '',
call_id: '3',
comment: '',
state: 'hangup',
done: true,
)
example data, can be used for demo
Cti::Log.create!(
direction: 'in',
from: '4930609854180',
from_comment: 'Franz Bauer',
to: '4930609811111',
to_comment: 'Bob Smith',
call_id: '435452113',
comment: '',
state: 'newCall',
done: false,
preferences: {
from: [
{
caller_id: '4930726128135',
comment: nil,
level: 'known',
object: 'User',
o_id: 2,
user_id: 2,
},
{
caller_id: '4930726128135',
comment: nil,
level: 'maybe',
object: 'User',
o_id: 2,
user_id: 3,
},
]
},
created_at: Time.zone.now,
)
Cti::Log.create!(
direction: 'out',
from: '4930609854180',
from_comment: 'Franz Bauer',
to: '4930609811111',
to_comment: 'Bob Smith',
call_id: SecureRandom.uuid,
comment: '',
state: 'newCall',
done: true,
preferences: {
to: [
{
caller_id: '4930726128135',
comment: nil,
level: 'known',
object: 'User',
o_id: 2,
user_id: 2,
}
]
},
created_at: Time.zone.now - 20.seconds,
)
Cti::Log.create!(
direction: 'in',
from: '4930609854180',
from_comment: 'Franz Bauer',
to: '4930609811111',
to_comment: 'Bob Smith',
call_id: SecureRandom.uuid,
comment: '',
state: 'answer',
done: true,
preferences: {
from: [
{
caller_id: '4930726128135',
comment: nil,
level: 'known',
object: 'User',
o_id: 2,
user_id: 2,
}
]
},
initialized_at: Time.zone.now - 20.seconds,
start_at: Time.zone.now - 30.seconds,
duration_waiting_time: 20,
created_at: Time.zone.now - 20.seconds,
)
Cti::Log.create!(
direction: 'in',
from: '4930609854180',
from_comment: 'Franz Bauer',
to: '4930609811111',
to_comment: 'Bob Smith',
call_id: SecureRandom.uuid,
comment: '',
state: 'hangup',
comment: 'normalClearing',
done: false,
preferences: {
from: [
{
caller_id: '4930726128135',
comment: nil,
level: 'known',
object: 'User',
o_id: 2,
user_id: 2,
}
]
},
initialized_at: Time.zone.now - 80.seconds,
start_at: Time.zone.now - 45.seconds,
end_at: Time.zone.now,
duration_waiting_time: 35,
duration_talking_time: 45,
created_at: Time.zone.now - 80.seconds,
)
Cti::Log.create!(
direction: 'in',
from: '4930609854180',
from_comment: 'Franz Bauer',
to: '4930609811111',
to_comment: 'Bob Smith',
call_id: SecureRandom.uuid,
comment: '',
state: 'hangup',
done: true,
start_at: Time.zone.now - 15.seconds,
end_at: Time.zone.now,
preferences: {
from: [
{
caller_id: '4930726128135',
comment: nil,
level: 'known',
object: 'User',
o_id: 2,
user_id: 2,
}
]
},
initialized_at: Time.zone.now - 5.minutes,
start_at: Time.zone.now - 3.minutes,
end_at: Time.zone.now - 20.seconds,
duration_waiting_time: 120,
duration_talking_time: 160,
created_at: Time.zone.now - 5.minutes,
)
Cti::Log.create!(
direction: 'in',
from: '4930609854180',
from_comment: 'Franz Bauer',
to: '4930609811111',
to_comment: '',
call_id: SecureRandom.uuid,
comment: '',
state: 'hangup',
done: true,
start_at: Time.zone.now - 15.seconds,
end_at: Time.zone.now,
preferences: {
from: [
{
caller_id: '4930726128135',
comment: nil,
level: 'known',
object: 'User',
o_id: 2,
user_id: 2,
}
]
},
initialized_at: Time.zone.now - 60.minutes,
start_at: Time.zone.now - 59.minutes,
end_at: Time.zone.now - 2.minutes,
duration_waiting_time: 60,
duration_talking_time: 3420,
created_at: Time.zone.now - 60.minutes,
)
Cti::Log.create!(
direction: 'in',
from: '4930609854180',
from_comment: 'Franz Bauer',
to: '4930609811111',
to_comment: 'Bob Smith',
call_id: SecureRandom.uuid,
comment: '',
state: 'hangup',
done: true,
start_at: Time.zone.now - 15.seconds,
end_at: Time.zone.now,
preferences: {
from: [
{
caller_id: '4930726128135',
comment: nil,
level: 'maybe',
object: 'User',
o_id: 2,
user_id: 2,
}
]
},
initialized_at: Time.zone.now - 240.minutes,
start_at: Time.zone.now - 235.minutes,
end_at: Time.zone.now - 222.minutes,
duration_waiting_time: 300,
duration_talking_time: 1080,
created_at: Time.zone.now - 240.minutes,
)
Cti::Log.create!(
direction: 'in',
from: '4930609854180',
to: '4930609811112',
call_id: SecureRandom.uuid,
comment: '',
state: 'hangup',
done: true,
start_at: Time.zone.now - 20.seconds,
end_at: Time.zone.now,
preferences: {},
initialized_at: Time.zone.now - 1440.minutes,
start_at: Time.zone.now - 1430.minutes,
end_at: Time.zone.now - 1429.minutes,
duration_waiting_time: 600,
duration_talking_time: 660,
created_at: Time.zone.now - 1440.minutes,
)
=end
=begin
Cti::Log.log(current_user)
returns
{
list: [log_record1, log_record2, log_record3],
assets: {...},
}
=end
def self.log(current_user)
list = Cti::Log.log_records(current_user)
# add assets
assets = list.map(&:preferences)
.map { |p| p.slice(:from, :to) }
.map(&:values).flatten
.pluck(:user_id).compact
.filter_map { |user_id| User.lookup(id: user_id) }
.each.with_object({}) { |user, a| user.assets(a) }
{
list: list,
assets: assets,
}
end
=begin
Cti::Log.log_records(current_user)
returns
[log_record1, log_record2, log_record3]
=end
def self.log_records(current_user)
cti_config = Setting.get('cti_config')
if cti_config[:notify_map].present?
return Cti::Log.where(queue: queues_of_user(current_user, cti_config)).reorder(created_at: :desc).limit(view_limit)
end
Cti::Log.reorder(created_at: :desc).limit(view_limit)
end
=begin
processes a incoming event
Cti::Log.process(
cause: '',
event: 'newCall',
user: 'user 1',
from: '4912347114711',
to: '4930600000000',
callId: '43545211', # or call_id
direction: 'in',
queue: 'helpdesk', # optional
)
=end
def self.process(params)
cause = params['cause']
event = params['event']
user = params['user']
queue = params['queue']
call_id = params['callId'] || params['call_id']
if user.instance_of?(Array)
user = user.join(', ')
end
from_comment = nil
to_comment = nil
preferences = nil
done = true
if params['direction'] == 'in'
if user.present?
to_comment = user
elsif queue.present?
to_comment = queue
end
from_comment, preferences = CallerId.get_comment_preferences(params['from'], 'from')
if queue.blank?
queue = params['to']
end
else
from_comment = user
to_comment, preferences = CallerId.get_comment_preferences(params['to'], 'to')
if queue.blank?
queue = params['from']
end
end
log = find_by(call_id: call_id)
case event
when 'newCall'
if params['direction'] == 'in'
done = false
end
raise "call_id #{call_id} already exists!" if log
log = create(
direction: params['direction'],
from: params['from'],
from_comment: from_comment,
to: params['to'],
to_comment: to_comment,
call_id: call_id,
comment: cause,
queue: queue,
state: event,
initialized_at: Time.zone.now,
preferences: preferences,
done: done,
)
when 'answer'
raise "No such call_id #{call_id}" if !log
return if log.state == 'hangup' # call is already hangup, ignore answer
log.with_lock do
log.state = 'answer'
log.start_at = Time.zone.now
log.duration_waiting_time = log.start_at.to_i - log.initialized_at.to_i
if user
log.to_comment = user
end
log.done = true
log.comment = cause
log.save
end
when 'hangup'
raise "No such call_id #{call_id}" if !log
log.with_lock do
log.done = done
if params['direction'] == 'in'
if (log.state == 'newCall' && cause != 'forwarded') || log.to_comment == 'voicemail' # rubocop:disable Style/SoleNestedConditional
log.done = false
end
end
log.state = 'hangup'
log.end_at = Time.zone.now
if log.start_at
log.duration_talking_time = log.end_at.to_i - log.start_at.to_i
elsif !log.duration_waiting_time && log.initialized_at
log.duration_waiting_time = log.end_at.to_i - log.initialized_at.to_i
end
log.comment = cause
log.save
end
else
raise ArgumentError, "Unknown event #{event.inspect}"
end
log
end
def self.push_caller_list_update?(record)
list_ids = Cti::Log.reorder(created_at: :desc).limit(view_limit).pluck(:id)
return true if list_ids.include?(record.id)
false
end
def push_caller_list_update
return false if !Cti::Log.push_caller_list_update?(self)
# send notify on create/update/delete
users = User.with_permissions('cti.agent')
users.each do |user|
Sessions.send_to(
user.id,
{
event: 'cti_list_push',
},
)
end
true
end
=begin
cleanup caller logs
Cti::Log.cleanup
optional you can put the max oldest chat entries as argument
Cti::Log.cleanup(12.months)
=end
def self.cleanup(diff = 12.months)
Cti::Log.where('created_at < ?', Time.zone.now - diff).delete_all
true
end
# adds virtual attributes when rendering #to_json
# see http://api.rubyonrails.org/classes/ActiveModel/Serialization.html
def attributes
if !from_pretty || !to_pretty
set_pretty
end
virtual_attributes = {
'from_pretty' => from_pretty,
'to_pretty' => to_pretty,
}
super.merge(virtual_attributes)
end
def attribute_names_for_serialization
super + %w[from_pretty to_pretty]
end
def set_pretty
%i[from to].each do |field|
parsed = TelephoneNumber.parse(send(field)&.sub(%r{^\+?}, '+'))
preferences[:"#{field}_pretty"] = parsed.send(parsed.valid? ? :international_number : :original_number)
end
end
=begin
returns queues of user
['queue1', 'queue2'] = Cti::Log.queues_of_user(User.find(123), config)
=end
def self.queues_of_user(user, config)
queues = []
config[:notify_map]&.each do |row|
next if row[:user_ids].blank?
next if row[:user_ids].exclude?(user.id.to_s) && row[:user_ids].exclude?(user.id)
queues.push row[:queue]
end
if user.phone.present?
caller_ids = Cti::CallerId.extract_numbers(user.phone)
queues.concat(caller_ids)
end
queues
end
=begin
return best customer id of caller log
log = Cti::Log.find(123)
customer_id = log.best_customer_id_of_log_entry
=end
def best_customer_id_of_log_entry
customer_id = nil
if preferences[:from].present?
preferences[:from].each do |entry|
if customer_id.blank?
customer_id = entry[:user_id]
end
next if entry[:level] != 'known'
customer_id = entry[:user_id]
break
end
end
customer_id
end
def self.view_limit
Hash(Setting.get('cti_config'))['view_limit'] || 60
end
end
end