pager_tree-integrations 1.1.5 → 1.1.7

data/app/models/pager_tree/integrations/integration.rb

@@ -2,7 +2,7 @@ module PagerTree::Integrations
   class Integration < PagerTree::Integrations.integration_parent_class.constantize
     extend PagerTree::Integrations::BooleanStoreAccessor
 
-    serialize :options, JSON
+    serialize :options, coder: JSON
     encrypts :options
 
     GENERIC_OPTIONS = [
@@ -29,6 +29,9 @@ module PagerTree::Integrations
     # the outgoing event
     attribute :adapter_outgoing_event
 
+    def converts_to
+    end
+
     # START basic incoming functions
     def adapter_supports_incoming?
       false
@@ -91,6 +94,14 @@ module PagerTree::Integrations
       false
     end
 
+    def adapter_supports_auto_aggregate?
+      true
+    end
+
+    def adapter_supports_auto_resolve?
+      true
+    end
+
     # START basic show functions
     def adapter_show_alerts?
       adapter_supports_incoming?
@@ -106,35 +117,67 @@ module PagerTree::Integrations
     # END basic show functions
 
     def adapter_response_rate_limit
-      adapter_controller&.head(:too_many_requests)
+      adapter_controller&.head(adapter_response_rate_limit_code)
+    end
+
+    def adapter_response_rate_limit_code
+      :too_many_requests
     end
 
     def adapter_response_disabled
-      adapter_controller&.head(:method_not_allowed)
+      adapter_controller&.head(adapter_response_disabled_code)
+    end
+
+    def adapter_response_disabled_code
+      :method_not_allowed
     end
 
     def adapter_response_inactive_subscription
-      adapter_controller&.head(:payment_required)
+      adapter_controller&.head(adapter_response_inactive_subscription_code)
+    end
+
+    def adapter_response_inactive_subscription_code
+      :payment_required
     end
 
     def adapter_response_upgrade
-      adapter_controller&.head(:payment_required)
+      adapter_controller&.head(adapter_response_upgrade_code)
+    end
+
+    def adapter_response_upgrade_code
+      :payment_required
     end
 
     def adapter_response_maintenance_mode
-      adapter_controller&.head(:ok)
+      adapter_controller&.head(adapter_response_maintenance_mode_code)
+    end
+
+    def adapter_response_maintenance_mode_code
+      :ok
     end
 
     def adapter_response_blocked
-      adapter_controller&.head(:forbidden)
+      adapter_controller&.head(adapter_response_blocked_code)
+    end
+
+    def adapter_response_blocked_code
+      :forbidden
     end
 
     def adapter_response_deferred
-      adapter_controller&.head(:ok)
+      adapter_controller&.head(adapter_response_deferred_code)
+    end
+
+    def adapter_response_deferred_code
+      :ok
     end
 
     def adapter_response_incoming
-      adapter_controller&.head(:ok)
+      adapter_controller&.head(adapter_response_incoming_code)
+    end
+
+    def adapter_response_incoming_code
+      :ok
     end
 
     def cast_types

data/app/models/pager_tree/integrations/jira_server/v3.rb

@@ -29,7 +29,7 @@ module PagerTree::Integrations
 
     def adapter_action
       event = adapter_incoming_request_params.dig("webhookEvent")
-      event == "jira:issue_created" || (self.option_issue_updated == true && event == "jira:issue_updated") ? :create : :other
+      (event == "jira:issue_created" || (option_issue_updated == true && event == "jira:issue_updated")) ? :create : :other
     end
 
     def adapter_process_create
@@ -53,8 +53,18 @@ module PagerTree::Integrations
     end
 
     def _additional_datums
+      # links look like this: "https://jira.atlassian.com/rest/api/2/issue/99291"
+      # we want them to look like thish https://jira.atlassian.com/browse/CS-6157
+      jira_id = adapter_incoming_request_params.dig("issue", "id")
+      jira_link = adapter_incoming_request_params.dig("issue", "self")
+      jira_key = adapter_incoming_request_params.dig("issue", "key")
+
+      if jira_link.present? && jira_key.present? && jira_id.present?
+        jira_link = jira_link.gsub("/rest/api/2/issue/#{jira_id}", "/browse/#{jira_key}")
+      end
+
       [
-        AdditionalDatum.new(format: "link", label: "Issue URL", value: adapter_incoming_request_params.dig("issue", "self"))
+        AdditionalDatum.new(format: "link", label: "Issue URL", value: jira_link)
       ]
     end
   end

data/app/models/pager_tree/integrations/kapacitor/v3.rb

@@ -23,7 +23,7 @@ module PagerTree::Integrations
     end
 
     def adapter_action
-      adapter_incoming_request_params.dig("level") == "OK" ? :resolve : :create
+      (adapter_incoming_request_params.dig("level") == "OK") ? :resolve : :create
     end
 
     def adapter_process_create

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

@@ -4,33 +4,50 @@ module PagerTree::Integrations
       {key: :account_sid, type: :string, default: nil},
       {key: :api_key, type: :string, default: nil},
       {key: :api_secret, type: :string, default: nil},
+      {key: :api_region, type: :string, default: "ashburn.us1"},
       {key: :force_input, type: :boolean, default: false},
       {key: :record, type: :boolean, default: false},
-      {key: :record_email, type: :string, default: ""}
+      {key: :send_straight_to_voicemail, type: :boolean, default: false},
+      {key: :record_email, type: :string, default: ""},
+      {key: :banned_phone, type: :string, default: ""},
+      {key: :dial_pause, type: :integer},
+      {key: :max_wait_time, type: :integer, default: nil},
+      {key: :skip_resolve_on_hangup, type: :boolean, default: false}
     ]
     store_accessor :options, *OPTIONS.map { |x| x[:key] }.map(&:to_s), prefix: "option"
 
+    API_REGIONS = ["ashburn.us1", "dublin.ie1", "sydney.au1"]
+
     has_one_attached :option_connect_now_media
     has_one_attached :option_music_media
     has_one_attached :option_no_answer_media
     has_one_attached :option_no_answer_thank_you_media
+    has_one_attached :option_no_answer_no_record_media
     has_one_attached :option_please_wait_media
     has_one_attached :option_welcome_media
 
     validates :option_account_sid, presence: true
     validates :option_api_key, presence: true
     validates :option_api_secret, presence: true
+    validates :option_api_region, inclusion: {in: API_REGIONS}
     validates :option_force_input, inclusion: {in: [true, false]}
     validates :option_record, inclusion: {in: [true, false]}
+    validates :option_send_straight_to_voicemail, inclusion: {in: [true, false]}
+    validates :option_skip_resolve_on_hangup, inclusion: {in: [true, false]}
+    validates :option_max_wait_time, numericality: {greater_than_or_equal_to: 30, less_than_or_equal_to: 3600}, allow_nil: true
     validate :validate_record_emails
 
     after_initialize do
       self.option_account_sid ||= nil
       self.option_api_key ||= nil
       self.option_api_secret ||= nil
+      self.option_api_region ||= "ashburn.us1"
       self.option_force_input ||= false
       self.option_record ||= false
+      self.option_send_straight_to_voicemail ||= false
       self.option_record_email ||= ""
+      self.option_banned_phone ||= ""
+      self.option_skip_resolve_on_hangup ||= false
     end
 
     SPEAK_OPTIONS = {
@@ -58,12 +75,24 @@ module PagerTree::Integrations
       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_no_answer_no_record_media_url
+      option_no_answer_no_record_media.present? ? option_no_answer_no_record_media.url : nil
+    end
+
     def option_record_emails=(x)
       self.option_record_email = Array(x).join(",")
     end
 
     def option_record_emails
-      self.option_record_email.split(",")
+      option_record_email.split(",")
+    end
+
+    def option_banned_phones=(x)
+      self.option_banned_phone = Array(x).join(",")
+    end
+
+    def option_banned_phones
+      option_banned_phone.split(",")
     end
 
     def option_record_emails_list=(x)
@@ -82,8 +111,24 @@ module PagerTree::Integrations
       option_record_emails
     end
 
+    def option_banned_phones_list=(x)
+      # what comes in as json, via tagify
+      uniq_array = []
+      begin
+        uniq_array = JSON.parse(x).map { |y| y["value"] }.uniq
+      rescue JSON::ParserError => exception
+        Rails.logger.debug(exception)
+      end
+
+      self.option_banned_phones = uniq_array
+    end
+
+    def option_banned_phones_list
+      option_banned_phones
+    end
+
     def validate_record_emails
-      errors.add(:record_emails, "must be a valid email") if option_record_emails.any? { |x| !x.match(URI::MailTo::EMAIL_REGEXP) }
+      errors.add(:record_emails, "must be a valid email") if option_record_emails.any? { |x| !(x.match(URI::MailTo::EMAIL_REGEXP) || ["team", "team-admin", "on-call"].include?(x)) }
     end
 
     def adapter_supports_incoming?
@@ -94,8 +139,12 @@ module PagerTree::Integrations
       true
     end
 
+    def adapter_supports_auto_aggregate?
+      false
+    end
+
     def adapter_outgoing_interest?(event_name)
-      ["alert_acknowledged", "alert_dropped"].include?(event_name) && adapter_alert.source_id == id
+      ["alert_acknowledged", "alert_dropped"].include?(event_name)
     end
 
     def adapter_incoming_can_defer?
@@ -106,8 +155,20 @@ module PagerTree::Integrations
       true
     end
 
+    def is_banned?
+      from_number = adapter_incoming_request_params.dig("From")
+      return false unless from_number.present?
+      option_banned_phones.any? { |x| from_number.include?(x) }
+    rescue
+      false
+    end
+
     def adapter_action
-      :create
+      if is_banned?
+        :other
+      else
+        :create
+      end
     end
 
     def adapter_thirdparty_id
@@ -126,12 +187,93 @@ module PagerTree::Integrations
     end
 
     def adapter_response_incoming
+      if is_banned?
+        _twiml.reject
+
+        adapter_source_log&.sublog("Caller #{adapter_incoming_request_params.dig("From")} on blocked list. Rejected call.")
+        adapter_source_log&.save
+
+        return adapter_controller&.render(xml: _twiml.to_xml)
+      end
+
+      if adapter_alert.meta["live_call_status_callback_set"] != true
+        begin
+          # give us status updates on the call, so we can clean up if they hang up before leaving a message
+          _call.update(
+            status_callback: PagerTree::Integrations::Engine.routes.url_helpers.call_status_live_call_routing_twilio_v3_url(id, thirdparty_id: _thirdparty_id),
+            status_callback_method: "POST",
+            url: adapter_controller&.url_for || endpoint
+          )
+
+          adapter_alert.meta["live_call_status_callback_set"] = true
+          adapter_alert.save!
+        rescue ::Twilio::REST::RestError => e
+          if e.code == 21220
+            # 21220 - Unable to update record. Call is not in-progress. Cannot redirect.
+            adapter_alert.logs.create!(message: "Updating the call for status callbacks failed. The caller has already hung up.")
+          else
+            adapter_alert.logs.create!(message: "Updating the call for status callbacks failed. #{e.message}")
+          end
+
+          adapter_alert.logs.create!(message: "Marking alert as resolved due to call update failure.")
+          adapter_alert.resolve!(self, force: true)
+        end
+
+        return adapter_controller&.render(xml: _twiml.to_xml)
+      end
+
+      # if this was attached to a router
+      if !adapter_alert.meta["live_call_router_team_prefix_ids"].present? && routers.size > 0 && account.subscription_feature_routers?
+        adapter_alert.logs.create!(message: "Routed to router. Attempting to get a list of teams...")
+        team_ids = []
+        default_receiver_team_ids = []
+        v3 = adapter_alert.v3_format
+        routers.each do |router|
+          if router.enabled? && router.kept?
+            actions = router.rules_eval({
+              always: true,
+              alert: v3
+            })
+
+            actions.flatten!
+
+            actions.each do |action|
+              team_ids << Array(action["receiver"]) if action["type"] == "assign"
+            end
+
+            # hold on to the default destination team ids in case we need them later
+            default_receiver_team_ids |= [router.default_receiver.prefix_id] if router.default_receiver.present?
+          end
+        end # end routers.each
+
+        team_ids.flatten!
+        team_ids.uniq!
+
+        # if the router didn't return any teams, use the default receiver teams
+        team_ids = default_receiver_team_ids if team_ids.size == 0
+
+        if team_ids.size > 0
+          adapter_alert.logs.create!(message: "Router provided #{team_ids.size} teams: #{team_ids}")
+          adapter_alert.meta["live_call_router_team_prefix_ids"] = team_ids
+          adapter_alert.save!
+        else
+          adapter_alert.logs.create!(message: "Router provided no teams.")
+        end
+      end # end if routers
+
       if _teams_size == 0
+        adapter_alert.logs.create!(message: "This integration is not configured to route to any teams. Hang up.")
         _twiml.say(message: "This integration is not configured to route to any teams. Goodbye", **SPEAK_OPTIONS)
         _twiml.hangup
         return adapter_controller&.render(xml: _twiml.to_xml)
       end
 
+      if option_record && option_send_straight_to_voicemail && adapter_alert.meta["live_call_send_straight_to_voicemail"].nil?
+        # flag this call to send straight to voicemail
+        adapter_alert.meta["live_call_send_straight_to_voicemail"] = true
+        adapter_alert.save!
+      end
+
       if !adapter_alert.meta["live_call_welcome"] && option_welcome_media.present?
         adapter_alert.logs.create!(message: "Play welcome media to caller.")
         _twiml.play(url: option_welcome_media.url)
@@ -142,6 +284,17 @@ module PagerTree::Integrations
       if selected_team
         adapter_alert.logs.create!(message: "Caller selected team '#{selected_team.name}'.") if _teams_size > 1 || option_force_input
 
+        if adapter_alert.meta["live_call_send_straight_to_voicemail"] == true
+          adapter_alert.destination_teams = [selected_team]
+          adapter_alert.save!
+
+          adapter_alert.logs.create!(message: "Send caller straight to voicemail (integration option).")
+
+          _twiml.redirect(PagerTree::Integrations::Engine.routes.url_helpers.dropped_live_call_routing_twilio_v3_url(id, thirdparty_id: _thirdparty_id), method: "POST")
+
+          return adapter_controller&.render(xml: _twiml.to_xml)
+        end
+
         adapter_alert.logs.create!(message: "Play please wait media to caller.")
         _twiml.play(url: option_please_wait_media_url)
         friendly_name = adapter_alert.id
@@ -167,6 +320,12 @@ module PagerTree::Integrations
         # kick off the alert workflow
         adapter_alert.route_later
         adapter_alert.logs.create!(message: "Successfully enqueued alert team workflow.")
+
+        if option_max_wait_time.present?
+          # set the max wait time for the queue
+          PagerTree::Integrations::LiveCallRouting::Twilio::V3::MaxWaitTimeJob.set(wait: option_max_wait_time.seconds).perform_later(id, adapter_alert.id)
+          adapter_alert.logs.create!(message: "Max wait time set to #{option_max_wait_time} seconds.")
+        end
       else
         adapter_alert.meta["live_call_repeat_count"] ||= 0
         adapter_alert.meta["live_call_repeat_count"] += 1
@@ -181,7 +340,7 @@ module PagerTree::Integrations
             end
           end
         else
-          adapter_alert.logs.create!(message: "Caller input bad input (too many times). Hangup.")
+          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
@@ -227,16 +386,49 @@ module PagerTree::Integrations
         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_alert.logs.create!(message: "Caller left a voicemail.")
+
+        if option_record_emails.any?
+          emails = option_record_emails.map do |x|
+            if x == "team"
+              Array(adapter_alert.destination_teams.map(&:admin_users).flatten&.map(&:email)) + Array(adapter_alert.destination_teams.map(&:member_users).flatten&.map(&:email))
+            elsif x == "team-admin"
+              Array(adapter_alert.destination_teams.map(&:admin_users).flatten&.map(&:email))
+            elsif x == "on-call"
+              adapter_alert.destination_teams.map do |t|
+                Array(t.schedule.current_oncall_event_occurrences.map(&:attendees).flatten.map(&:attendee).uniq.map(&:email))
+              end
+            else
+              x
+            end
+          end.flatten.compact_blank.uniq
 
-        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
+          adapter_alert.logs.create!(message: "Sending voicemail recording to #{emails.size} emails.")
+          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
+        end
+
+        if adapter_alert.meta["live_call_send_straight_to_voicemail"] == true
+          adapter_alert.logs.create!(message: "Call was sent straight to voicemail and caller left a message. Routing the alert.")
+
+          # kick off the alert workflow
+          adapter_alert.route_later
+          adapter_alert.logs.create!(message: "Successfully enqueued alert team workflow.")
         end
       elsif option_record
+        adapter_alert.logs.create!(message: "No one is available to answer this call. Requesting voicemail recording.")
         _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.", **SPEAK_OPTIONS)
+        # A friendly goodbye (when the integration has been configured to not record)
+        if option_no_answer_no_record_media_url.present?
+          adapter_alert.logs.create!(message: "No one is available to answer this call. Play media. Hangup on caller.")
+          _twiml.play(url: option_no_answer_no_record_media_url)
+        else
+          adapter_alert.logs.create!(message: "No one is available to answer this call. Say message. Hangup on caller.")
+          _twiml.say(message: "No one is available to answer this call. Goodbye.", **SPEAK_OPTIONS)
+        end
         _twiml.hangup
       end
 
@@ -245,19 +437,43 @@ module PagerTree::Integrations
 
     def adapter_process_queue_status_deferred
       queue_result = adapter_incoming_request_params.dig("QueueResult")
-      adapter_source_log&.sublog("Processing queus status #{queue_result}")
+      adapter_source_log&.sublog("Processing queue status #{queue_result}")
 
       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)
+        adapter_alert.resolve!(self, force: true) unless option_skip_resolve_on_hangup
         queue_destroy
       end
 
       adapter_source_log&.save!
     end
 
+    def adapter_process_call_status_deferred
+      call_status = adapter_incoming_request_params.dig("CallStatus")
+      adapter_source_log&.sublog("Processing call status #{call_status}")
+
+      if ["completed"].include?(call_status)
+        self.adapter_alert = alerts.find_by(thirdparty_id: _thirdparty_id)
+
+        if adapter_alert.present? && adapter_alert.meta["live_call_send_straight_to_voicemail"] == true && !adapter_alert.additional_data.any? { |x| x["label"] == "Voicemail" }
+          if option_skip_resolve_on_hangup
+            adapter_alert.logs.create!(message: "Caller hung up without leaving a message.")
+          else
+            adapter_alert.logs.create!(message: "Caller hung up without leaving a message. Marking alert as resolved.")
+            adapter_alert.resolve!(self, force: true)
+          end
+        elsif adapter_alert.present? && adapter_alert.meta["live_call_send_straight_to_voicemail"] != true && !adapter_alert.meta["live_call_queue_sid"].present?
+          adapter_alert.logs.create!(message: "Caller hungup before being put in a queue. Marking alert as resolved.")
+          adapter_alert.resolve!(self, force: true)
+        end
+      end
+    end
+
     def adapter_process_outgoing
+      return unless adapter_alert.source_id == id
+      return if adapter_alert.meta["live_call_send_straight_to_voicemail"] == true
+
       event = adapter_outgoing_event.event_name.to_s
       if event == "alert_acknowledged"
         _on_acknowledge
@@ -266,6 +482,14 @@ module PagerTree::Integrations
       end
     end
 
+    def max_wait_time_reached!(alert_id)
+      # Handle max wait time reached logic
+      self.adapter_alert = alerts.find(alert_id)
+      return unless adapter_alert&.status_open?
+
+      _on_max_wait_time_reached
+    end
+
     private
 
     def _thirdparty_id
@@ -273,7 +497,7 @@ module PagerTree::Integrations
     end
 
     def _title
-      "Incoming call from #{adapter_incoming_request_params.dig("From")}"
+      "Incoming call from #{adapter_incoming_request_params.dig("From")&.chars&.join(" ")}"
     end
 
     def _additional_datums
@@ -286,8 +510,12 @@ module PagerTree::Integrations
       ]
     end
 
+    def _api_region
+      API_REGIONS.include?(option_api_region) ? option_api_region : "ashburn.us1"
+    end
+
     def _client
-      @_client ||= ::Twilio::REST::Client.new(self.option_api_key, self.option_api_secret, self.option_account_sid)
+      @_client ||= ::Twilio::REST::Client.new(option_api_key, option_api_secret, option_account_sid, _api_region)
     end
 
     def _call
@@ -298,12 +526,20 @@ module PagerTree::Integrations
       @_twiml ||= ::Twilio::TwiML::VoiceResponse.new
     end
 
+    def _teams
+      @_teams ||= adapter_alert.meta["live_call_router_team_prefix_ids"].present? ? Team.where(account_id: account_id, prefix_id: adapter_alert.meta["live_call_router_team_prefix_ids"]) : teams
+    end
+
     def _teams_size
-      @_teams_size ||= teams.size
+      @_teams_size ||= _teams.size
     end
 
     def _teams_sorted
-      @_teams_sorted ||= teams.order(name: :desc)
+      @_teams_sorted ||= adapter_alert.meta["live_call_router_team_prefix_ids"].present? ?
+        # sorts by the order the user gave us in the router
+        _teams.sort_by { |t| adapter_alert.meta["live_call_router_team_prefix_ids"].index(t.prefix_id) } :
+        # sorts in alpha order (not ascii, but dictionary style order)
+        _teams.order(name: :asc)
     end
 
     def _teams_message
@@ -333,21 +569,23 @@ module PagerTree::Integrations
 
       if number.present?
         _twiml.play(url: option_connect_now_media_url)
-        _twiml.pause(length: 1)
+        _twiml.pause(length: option_dial_pause.to_i.clamp(1, 15))
         _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.")
+        adapter_alert.logs.create!(message: "Transferring 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.")
+        adapter_alert.logs.create!(message: "Transferring 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}")
+      if e.code == 21220
+        # 21220 - Unable to update record. Call is not in-progress. Cannot redirect.
+        adapter_alert.logs.create!(message: "[on_acknowledge] Transferring the call failed. The caller has already hung up.")
+      else
+        adapter_alert.logs.create!(message: "[on_acknowledge] Transferring the call failed. #{e.message}")
       end
     end
 
@@ -355,10 +593,23 @@ module PagerTree::Integrations
       # 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.")
+      adapter_alert.logs.create!(message: "Transferring the call succeeded.")
+    rescue ::Twilio::REST::RestError => e
+      if e.code == 21220
+        # 21220 - Unable to update record. Call is not in-progress. Cannot redirect
+        adapter_alert.logs.create!(message: "[on_drop] Transferring the call failed. The caller has already hung up.")
+      else
+        adapter_alert.logs.create!(message: "[on_drop] Transferring the call failed. #{e.message}")
+      end
+    end
+
+    def _on_max_wait_time_reached
+      # log that we are going to transfer
+      adapter_alert.logs.create!(message: "The max wait time was reached. Attempting to transfer the caller (via max wait time, to voicemail or hangup)...")
+      _call.update(url: PagerTree::Integrations::Engine.routes.url_helpers.dropped_live_call_routing_twilio_v3_url(id, thirdparty_id: adapter_alert.thirdparty_id))
+      adapter_alert.logs.create!(message: "Transferring the caller (via max wait time, to voicemail or hangup) succeeded.")
     rescue ::Twilio::REST::RestError => e
-      adapter_alert.logs.create!(message: "Tranferring the call failed. #{e.message}")
+      adapter_alert.logs.create!(message: "Transferring the caller (via max wait time, to voicemail or hangup) failed. #{e.message}")
     end
 
     def queue_destroy