telephony 1.0.3

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data/README.md

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+Telephony call-center software
+=======
+ZestPhone
+================
+
+## Who we are
+We are Zestfinance (zestfinance.com) a financial services company that helps lenders with underwriting and loan servicing.  In addition to building cutting-edge underwriting algorithms, we’ve also built a host of home-grown CRM tools and loan servicing products for our lending partners.  We recently added call-center style phone controls into our existing CRM by leveraging Twilio’s cloud-based communication technology, which we call ZestPhone.
+
+## What is ZestPhone?
+ZestPhone is a drop-in phone widget that can be simply added to any web application to give you full call center functionality.
+
+## Features:
+- Inbound and outbound calling
+- Call outbound to anywhere in the world*
+- Set up your existing business phone number with Twilio or purchase one from Twilio to get started
+- Have multiple business phone numbers in use for marketing attribution
+- Cold and warm transfer
+- Allow your agents transfer calls to each other either directly or with introduction
+- Put a call on hold / resume a call
+- Agent status
+- Ability to respond to telephony events in your application
+- Uses existing agent names/numbers/ids
+- Embeds into your existing javascript-enabled application
+- PSTN or VoIP (i.e. use a regular phone, SIP, or twilio client)
+- Call recording
+- All calls are recorded while the customer is on the line with an agent and are stored by Twilio (storage rates apply)
+- Voicemail
+- Customers can be transferred to a specific agent’s voicemail if the agent is busy with another customer or offline
+
+## Why use ZestPhone / Am I (or my company) a good candidate?
+- **Quick integration** You want to quickly and easily add phone capabilities to your application
+- **1:1 Customer Service Experience** You want to empower your call center agents to provide 1:1 support to customers with easy-to-use transfer and voicemail capabilities
+- **Use any type of phone** You have call centers with different phone setups and want software to support them all (PSTN, SIP, VoIP)
+- **Low cost per minute** You want to take advantage of twilio’s competitive usage pricing
+
+## Running ZestPhone server
+
+ZestPhone is a ruby on rails application, backed by a MySql database.
+It's only known to work for sure using ruby 1.9.3, but any 1.9.x ruby version is probably fine.
+
+- You need a Twilio account of course.
+- A Pusher account
+- A database that is supported by rails, and that supports locking (only MySql is known to work)
+- Your application needs to include backbone.js
+
+The complete setup guide is here: https://github.com/ZestFinance/zestphone/blob/master/SETUP.md
+
+## Javascript events your app can respond to
+
+All events have this basic data:
+
+```json
+  {
+    event_id:
+    conversation_id:
+    conversation_state:
+    call_id: # This will be empty for events that happen at the conversation level
+    number: # The customer's number
+    owner: # Is the agent receiving this event the conversation owner?
+  }
+```
+
+- **telephony:Answer**:
+  Fired when the agent answers his phone
+- **telephony:Busy**:
+  Fired to an agent whose phone was busy
+- **telephony:CallFail**:
+  Sent to an agent when the agent leg fails
+- **telephony:CompleteHold**:
+  Sent to all agents when the customer has been put on hold
+- **telephony:CompleteOneStepTransfer**:
+  Sent to the agent who just answered a one-step transfer
+- **telephony:CompleteResume**:
+  Sent to all agents when the customer is taken off of hold
+- **telephony:CompleteTwoStepTransfer**:
+  Sent to all agents after the 2nd agent picks up in a two-step transfer. The data sent to agent1 will include agent2's name, extension, and csr_type. The data sent to agent2 will include that data for agent1.
+
+- **telephony:Conference**
+  Sent to an agent who was just moved into a conference room. This can happen during hold or transfer actions, and is not very interesting on it's own.
+- **telephony:Connect**
+- **telephony:csrDidChangeStatus**
+- **telephony:csrNotAvailable**
+- **telephony:CustomerLeftTwoStepTransfer**
+- **telephony:FailOneStepTransfer**
+- **telephony:FailTwoStepTransfer**
+- **telephony:InitiateOneStepTransfer**
+- **telephony:InitiateTwoStepTransfer**
+- **telephony:InitializeWidget**
+- **telephony:LeaveTwoStepTransfer**
+- **telephony:LeaveVoicemail**
+- **telephony:NoAnswer**
+- **telephony:QueueChange**
+- **telephony:RemoveFromConference**
+- **telephony:Start**
+- **telephony:Terminate**
+- **telephony:toggleCsrStatus**
+- **telephony:WidgetReady**
+- **telephony:conversationCreated**
+- **transferInitiated**
+
+## Javascript events you can trigger from your app
+  - **telephony:ClickToCall**:
+  Sample usage: ```javascript
+      $(this).trigger("telephony:ClickToCall", to: $(event.currentTarget).text());
+  ```

data/Rakefile

@@ -0,0 +1,39 @@
+#!/usr/bin/env rake
+begin
+  require 'bundler/setup'
+rescue LoadError
+  puts 'You must `gem install bundler` and `bundle install` to run rake tasks'
+end
+begin
+  require 'rdoc/task'
+rescue LoadError
+  require 'rdoc/rdoc'
+  require 'rake/rdoctask'
+  RDoc::Task = Rake::RDocTask
+end
+
+RDoc::Task.new(:rdoc) do |rdoc|
+  rdoc.rdoc_dir = 'rdoc'
+  rdoc.title    = 'Telephony'
+  rdoc.options << '--line-numbers'
+  rdoc.rdoc_files.include('README.rdoc')
+  rdoc.rdoc_files.include('lib/**/*.rb')
+end
+
+APP_RAKEFILE = File.expand_path("../spec/dummy/Rakefile", __FILE__)
+load 'rails/tasks/engine.rake'
+
+Bundler::GemHelper.install_tasks
+
+require 'rspec/core/rake_task'
+
+RSpec::Core::RakeTask.new(:spec)
+
+
+require 'jasmine/headless'
+
+Jasmine::Headless::Task.new do |t|
+  t.colors = true
+end
+
+task default: [:spec, 'jasmine:headless']

data/app/assets/fonts/telephony/zest-telephony.svg

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+<!DOCTYPE svg PUBLIC "-//W3C//DTD SVG 1.1//EN" "http://www.w3.org/Graphics/SVG/1.1/DTD/svg11.dtd" >
+<svg xmlns="http://www.w3.org/2000/svg">
+<metadata>
+Created by FontForge 20100429 at Sat Dec 22 19:34:50 2012
+ By root
+Copyright (C) 2012 by original authors @ fontello.com
+</metadata>
+<defs>
+<font id="zest-telephony" horiz-adv-x="852" >
+  <font-face 
+    font-family="zest-telephony"
+    font-weight="500"
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+</defs></svg>

data/app/assets/javascripts/telephony/application.js

@@ -0,0 +1,12 @@
+//= require "./vendor/pusher"
+
+//= require_tree "../templates/"
+//= require "telephony/namespace"
+//= require "telephony/config"
+//= require "telephony/push"
+//= require "telephony/models/device"
+//= require "telephony/models/agent"
+//= require "telephony/models/transfer"
+//= require "telephony/models/conversation"
+//= require "telephony/collections/agents"
+//= require_tree "./views"

data/app/assets/javascripts/telephony/collections/agents.js

@@ -0,0 +1,4 @@
+Zest.Telephony.Collections.Agents = Backbone.Collection.extend({
+  url: Zest.Telephony.Config.AGENT_PATH,
+  model: Zest.Telephony.Models.Agent
+});

data/app/assets/javascripts/telephony/config.js.erb

@@ -0,0 +1,11 @@
+Zest.Telephony.Config = {
+  PUSHER_APP_KEY: "<%= PUSHER_CONFIG['app_key'] %>",
+  STYLESHEET_PATH: "<%= asset_path('telephony/widget.css') %>",
+  BASE_PATH: "/zestphone",
+  AGENT_PATH: "/zestphone/agents",
+  TWILIO_CLIENT_ENABLED: $('#telephony-widget').data('agent_phone_type') == 'twilio_client',
+  TWILIO_CLIENT_URL: "//static.twilio.com/libs/twiliojs/1.1/twilio.min.js",
+  TWILIO_CLIENT_TOKEN_PATH: "/zestphone/twilio_client/token",
+  CONVERSATION_PATH: "/zestphone/conversations"
+}
+Pusher.channel_auth_endpoint = "/zestphone/signals/agents/presences/authenticate";

data/app/assets/javascripts/telephony/models/agent.js

@@ -0,0 +1,103 @@
+Zest.Telephony.Models.Agent = Backbone.Model.extend({
+  urlRoot: Zest.Telephony.Config.AGENT_PATH,
+
+  defaults: {
+    "status": "loading...",
+    "in_transition": false
+  },
+
+  url: function() {
+    return this.urlRoot + "/" + this.get("csr_id");
+  },
+
+  statusUrl: function() {
+    return this.url() + "/status"
+  },
+
+  status: function() {
+    return this.get('status');
+  },
+
+  displayText: function() {
+    return this.get("csr_type") + " " + this.get("name") + " x" + this.get("phone_ext");
+  },
+
+  toggleAvailable: function() {
+    this.updateStatus("toggle_available");
+  },
+
+  updateStatus: function(eventName) {
+    var data = {};
+    data["event"] = eventName || "not_available";
+
+    this.set({in_transition: true});
+    $.ajax(this.statusUrl(), {data: data, type: 'PUT'})
+      .done($.proxy(this.done, this))
+      .fail($.proxy(this.fail, this))
+      .always($.proxy(this.always, this));
+  },
+
+  isValid: function(opts) {
+    opts = opts || {}
+    $.ajax(this.url(), {data: this.toJSON(), type: 'PUT'})
+      .done(opts['done_callback'])
+      .fail(opts['fail_callback']);
+  },
+
+  disabled: function() {
+    if (this.onACall() || this.offline() || this.inTransition()) {
+      return "disabled";
+    }
+    return "";
+  },
+
+  display: function() {
+    if (this.inTransition() || this.loading()) {
+      return "display";
+    }
+    return "";
+  },
+
+  inTransition: function() {
+    return this.get("in_transition");
+  },
+
+  onACall: function() {
+    return this.get("status") === "on_a_call";
+  },
+
+  offline: function() {
+    return this.get("status") === "offline";
+  },
+
+  available: function() {
+    return this.get("status") === "available";
+  },
+
+  notAvailable: function() {
+    return this.get("status") === "not_available";
+  },
+
+  loading: function() {
+    return this.get("status") === "loading...";
+  },
+
+  humanizedStatus: function() {
+    var humanizedStatus = this.get('status').replace(/_/g, ' ');
+    return humanizedStatus.substr(0,1).toUpperCase() + humanizedStatus.substr(1);
+  },
+
+  done: function(data) {
+    this.set(data, {silent: true});
+  },
+
+  always: function() {
+    this.set({in_transition: false});
+  },
+
+  fail: function(xhr, textStatus, errorThrown) {
+    if (typeof console === "object" && typeof console.log === "function") {
+      console.log("Unable to update the status: " + textStatus);
+    }
+  }
+});

data/app/assets/javascripts/telephony/models/conversation.js

@@ -0,0 +1,226 @@
+Zest.Telephony.Models.Conversation = Backbone.Model.extend({
+  urlRoot: Zest.Telephony.Config.CONVERSATION_PATH,
+
+  defaults: {
+    state: "disabled_by_default"
+  },
+
+  initialize: function() {
+    this.enabledHoldStates    = ['in_progress', 'in_progress_two_step_transfer'];
+    this.disabledHoldStates   = ['two_step_transferring', 'initiating_hold', 'agents_only'];
+    this.enabledResumeStates  = ['in_progress_hold', 'in_progress_two_step_transfer_hold'];
+    this.disabledResumeStates = ['initiating_resume', 'initiating_two_step_transfer_resume', 'two_step_transferring_hold'];
+  },
+
+  create: function() {
+    var data = {
+      loan_id: this.get("loanId"),
+      from: this.get("from"),
+      from_id: this.get("fromId"),
+      from_type: 'csr',
+      to: this.get("to"),
+      to_id: this.get("toId"),
+      to_type: this.get("toType"),
+      owner: this.get("owner")
+    };
+
+    this.set({ state: "connecting" });
+    $.ajax(this.url(), { data: data, type: 'POST' })
+      .done($.proxy(this.createSuccess, this))
+      .fail($.proxy(this.createFail, this));
+  },
+
+  hold: function() {
+    var oldState = this.get('state');
+    var newState = "initiating_hold";
+
+    this.set({ state: newState });
+    $.ajax(this.url() + "/hold", {type: 'POST'})
+      .done($.proxy(this.holdResumeSuccess, this))
+      .fail($.proxy(this.holdResumeFail(oldState, newState), this));
+  },
+
+  resume: function() {
+    var oldState = this.get('state');
+    var newState = "initiating_resume";
+
+    this.set({ state: newState });
+    $.ajax(this.url() + "/resume", {type: 'POST'})
+      .done($.proxy(this.holdResumeSuccess, this))
+      .fail($.proxy(this.holdResumeFail(oldState, newState), this));
+  },
+
+  holdResumeSuccess: function(data) {
+    this.set(data);
+  },
+
+  holdResumeFail: function(oldState, newState) {
+    return function(xhr, textStatus, errorThrown) {
+      var body = JSON.parse(xhr.responseText);
+      var data = {
+        error: body.errors[0],
+        oldState: oldState,
+        newState: newState
+      };
+
+      $(document).trigger('holdResumeFail', data);
+    };
+  },
+
+  uiDisableCall: function() {
+    if (this.get('callingDisabled')) {
+      return 'disabled';
+    }
+
+    return this._enabledForStates(['not_initiated', 'terminated']);
+  },
+
+  uiShowCall: function() {
+    var displayableStates = ['not_initiated', 'connecting', 'terminated'];
+    return this._shownForStates(displayableStates);
+  },
+
+  uiDisableTransfer: function() {
+    var enabledStates = ['in_progress', 'in_progress_hold'];
+    return this._enabledForStates(enabledStates);
+  },
+
+  uiShowTransfer: function() {
+    if (this.get("isCancelable")) {
+      return "hidden";
+    }
+
+    var displayableStates = [
+      'in_progress',
+      'one_step_transferring',
+      'two_step_transferring',
+      'two_step_transferring_hold',
+      'initiating_two_step_transfer_resume',
+      'initiating_two_step_transfer_hold',
+      'in_progress_two_step_transfer_hold',
+      'in_progress_two_step_transfer',
+      'initiating_hold',
+      'in_progress_hold',
+      'initiating_resume',
+      'agents_only'
+    ];
+    return this._shownForStates(displayableStates);
+  },
+
+  uiShowCancelTransfer: function() {
+    return this.get("isCancelable") ? "" : "hidden";
+  },
+
+  uiShowResume: function() {
+    var displayableStates = this.enabledResumeStates.concat(this.disabledResumeStates);
+    return this._shownForStates(displayableStates);
+  },
+
+  uiDisableResume: function() {
+    return this._disabledIf(this._statesIn(this.disabledResumeStates) || !this.get("owner"));
+  },
+
+  uiShowHold: function() {
+    var displayableStates = this.enabledHoldStates.concat(this.disabledHoldStates);
+    return this._shownForStates(displayableStates);
+  },
+
+  uiDisableHold: function() {
+    return this._disabledIf(this._statesIn(this.disabledHoldStates) || !this.get("owner"));
+  },
+
+  uiShowCallSpinner: function() {
+    return this._displayedForStates(['connecting']);
+  },
+
+  uiShowHoldSpinner: function() {
+    return this._displayedForStates(['initiating_hold']);
+  },
+
+  uiShowResumeSpinner: function() {
+    return this._displayedForStates(['initiating_resume']);
+  },
+
+  state: function() {
+    return this.get("state");
+  },
+
+  createSuccess: function(data) {
+    $(document).trigger("telephony:conversationCreated", data);
+    this.set(data);
+  },
+
+  createFail: function(xhr, textStatus, errorThrown) {
+    var body = JSON.parse(xhr.responseText);
+    $(document).trigger('callFailed', body.errors[0]);
+  },
+
+
+  fail: function(xhr, textStatus, errorThrown) {
+    if (typeof console === "object" && typeof console.log === "function") {
+      console.log("Unable to complete the request: " + textStatus);
+    }
+  },
+
+  isValid: function() {
+    if (! this._isValidPhoneNumberFormat()) {
+      return false;
+    }
+    if (! this._isValidCallee()) {
+      return false;
+    }
+    return true;
+  },
+
+  _disabledIf: function(disable) {
+    return disable ? 'disabled' : '';
+  },
+
+  _statesIn: function(states) {
+    return _.contains(states, this.state());
+  },
+
+  _disabledForStates: function(states) {
+    return this._disabledIf(this._statesIn(states));
+  },
+
+  _enabledForStates: function(states) {
+    return _.contains(states, this.state()) ? '' : 'disabled';
+  },
+
+  _shownForStates: function(states) {
+    return _.contains(states, this.state()) ? '' : 'hidden';
+  },
+
+  _displayedForStates: function(states) {
+    return _.contains(states, this.state()) ? 'display' : '';
+  },
+
+  _isValidPhoneNumberFormat: function() {
+    var phoneNumber = this._normalizePhoneNumber(this.get('to'));
+    if (phoneNumber.length !== 10) {
+      this.errorMessage = 'Please enter a 10-digit phone number';
+      return false;
+    }
+    return true;
+  },
+
+  _isValidCallee: function() {
+    var from = this._normalizePhoneNumber(this.get('from'));
+    var to = this._normalizePhoneNumber(this.get('to'));
+    if (from === to) {
+      this.errorMessage = 'Please input a customer phone number';
+      return false;
+    }
+    return true;
+  },
+
+  _normalizePhoneNumber: function(phoneNumber) {
+    var number = phoneNumber || '';
+    var digits = number.toString().replace(/\D/g, '');
+    if (digits[0] === '1') {
+      digits = digits.slice(1);
+    }
+    return digits;
+  }
+});