telephony 1.0.3

data/app/models/telephony/call_center.rb

@@ -0,0 +1,26 @@
+require 'yaml'
+
+module Telephony
+  class CallCenter
+    attr_reader :name, :host, :username, :password
+
+    def self.load rails_env, config_path = 'config/call_centers.yml'
+      @config ||= YAML.load_file(config_path)[rails_env]
+    end
+
+    def self.all
+      @config.map { |entry| new entry }
+    end
+
+    def self.find_by_name name
+      all.detect { |call_center| call_center.name == name }
+    end
+
+    def initialize opts
+      @name = opts['name']
+      @host = opts['host']
+      @username = opts['username']
+      @password = opts['password']
+    end
+  end
+end

data/app/models/telephony/call_state_machine.rb

@@ -0,0 +1,98 @@
+require 'state_machine'
+
+module Telephony
+  module CallStateMachine
+    extend ActiveSupport::Concern
+
+    included do
+      state_machine :state, :initial => :not_initiated do
+        event :connect do
+          transition not_initiated: :connecting
+        end
+
+        event :reject do
+          transition not_initiated: :terminated
+        end
+
+        event :no_answer do
+          transition connecting: :terminated
+        end
+
+        event :busy do
+          transition connecting: :terminated
+        end
+
+        event :call_fail do
+          transition connecting: :terminated
+        end
+
+        event :answer do
+          transition connecting: :in_progress
+        end
+
+        event :conference do
+          transition connecting:       :in_conference,
+                     in_progress:      :in_conference,
+                     in_progress_hold: :in_conference,
+                     in_conference:    :in_conference
+        end
+
+        event :dial_agent do
+          transition in_conference:    :in_progress,
+                     in_progress:      :in_progress,
+                     in_progress_hold: :in_progress
+        end
+
+        event :straight_to_voicemail do
+          transition :not_initiated => :terminated
+        end
+
+        event :terminate do
+          transition all - [:terminated] => :terminated
+        end
+
+        event :complete_hold do
+          transition [:in_progress, :in_conference] => :in_progress_hold
+        end
+
+        before_transition :on => :answer do |call|
+          call.connected_at = Time.now
+        end
+
+        before_transition :on => :terminate do |call|
+          call.terminated_at = Time.now
+        end
+
+        after_transition do |call, transition|
+          call.events.log name: transition.event,
+            data: {
+              call_id: call.id,
+              call_state: transition.to,
+              conversation_id: call.conversation.id,
+              conversation_state: call.conversation.state
+            }
+        end
+
+        after_transition :on => :conference do |call|
+          call.conversation(true)
+          call.conversation.check_for_successful_transfer
+          call.conversation.check_for_successful_resume
+          call.conversation.check_for_successful_hold
+        end
+
+        after_transition :on => :dial_agent do |call|
+          call.conversation(true).terminate_conferenced_calls call.id
+        end
+
+        after_transition any => :terminated do |call|
+          call.conversation(true).check_for_terminate
+        end
+
+        after_transition :on => :complete_hold do |call|
+          call.conversation(true).check_for_successful_hold
+        end
+
+      end
+    end
+  end
+end

data/app/models/telephony/conversation.rb

@@ -0,0 +1,273 @@
+module Telephony
+  class Conversation < Base
+    extend Telephony::NumberHelper
+    include ConversationStateMachine
+
+    module CONVERSATION_TYPES
+      OUTBOUND = 'outbound'
+      INBOUND = 'inbound'
+    end
+
+    has_many :calls, order: 'id'
+    belongs_to :transferee, class_name: 'Agent'
+    has_many :events, class_name: 'Events::Base'
+
+    attr_accessible :state,
+      :loan_id,
+      :initiator_id,
+      :caller_id,
+      :number,
+      :conversation_type,
+      :transferee
+
+    def self.begin!(args)
+      agent = Agent.find_by_csr_id args[:from_id]
+
+      if agent.generate_caller_id?
+        caller_id = Telephony.provider.caller_id_for extract_area_code(args[:to])
+      else
+        caller_id = Telephony.provider.outbound_caller_id
+      end
+
+      conversation = transaction do
+        conversation = create loan_id:      args[:loan_id],
+                              initiator_id: args[:from_id],
+                              caller_id:    caller_id
+
+        conversation.calls.create! number:           agent.number,
+                                   participant_id:   args[:from_id],
+                                   participant_type: args[:from_type],
+                                   agent:            agent
+
+        conversation.calls.create! number: args[:to],
+                                   participant_id:   args[:to_id],
+                                   participant_type: args[:to_type]
+        conversation
+      end
+      conversation.connect!
+      conversation.initiating_call.connect!
+      conversation.initiating_call.make!
+      conversation
+    end
+
+    def self.find_with_lock(id)
+      transaction do
+        yield find(id, joins: {calls: :agent}, lock: true, readonly: false)
+      end
+    end
+
+    def self.find_inbound_with_lock(id)
+      transaction do
+        yield find(id, lock: true)
+      end
+    end
+
+    def self.find_inbound_calls_with_lock(id)
+      transaction do
+        yield find(id, joins: :calls, lock: true)
+      end
+    end
+
+    def self.create_inbound!(args)
+      create! args.merge(conversation_type: 'inbound')
+    end
+
+    def self.queue_size
+      where(state: 'enqueued').count
+    end
+
+    def not_initiated_call
+      calls.detect(&:not_initiated?)
+    end
+
+    def active_on_call
+      calls.reject(&:terminated?)
+    end
+
+    def check_for_successful_transfer
+      complete_two_step_transfer if all_agents_in_conference? &&
+                                    (customer.in_conference? || customer.in_progress_hold?)
+    end
+
+    def check_for_successful_hold
+      complete_hold if all_agents_in_conference? && customer.in_progress_hold?
+    end
+
+    def check_for_successful_resume
+      complete_resume if all_agents_in_conference? && customer.in_conference?
+    end
+
+    def terminate_conferenced_calls(except_call_id)
+      calls.select(&:in_conference?).each do |call|
+        if call.id != except_call_id
+          Telephony.provider.hangup call.sid
+          call.terminate!
+        end
+      end
+    end
+
+    def check_for_terminate
+      if active_on_call.size == 0
+        terminate! unless terminated?
+      elsif one_step_transferring? && active_on_call.size == 1
+        fail_one_step_transfer!
+      elsif leaving_voicemail? && active_on_call.size == 1
+        # noop
+      elsif inbound? && connecting? && active_on_call.first == customer
+        rona!
+      elsif active_on_call.size == 1
+        lone_call = active_on_call.first
+        if lone_call.in_conference? || lone_call.in_progress_hold?
+          Telephony.provider.hangup lone_call.sid if lone_call.sid
+        end
+        lone_call.terminate!
+      elsif (two_step_transferring? || two_step_transferring_hold?) && active_on_call.size == 2
+        fail_two_step_transfer!
+      elsif (in_progress_two_step_transfer? || in_progress_two_step_transfer_hold?) && active_on_call.size == 2 && customer.terminated?
+        customer_left_two_step_transfer!
+      elsif (in_progress_two_step_transfer? || in_progress_two_step_transfer_hold?) && active_on_call.size == 2
+        leave_two_step_transfer!
+      end
+    end
+
+    def child_call(sid=nil)
+      (sid && calls.detect { |c| c.sid == sid }) || active_on_call[1]
+    end
+
+    def customer
+      calls.detect { |call| !call.agent? }
+    end
+
+    def initiating_call
+      calls.first
+    end
+
+    def hold!
+      initiate_hold!
+
+      if customer.in_conference?
+        customer.redirect_to_hold
+        if active_agent_legs.size == 1
+          # If there's only one agent on, redirect them so they
+          # get the conference music
+          active_agent_leg.redirect_to_conference
+        end
+      elsif customer == child_call
+        customer.redirect_to_hold
+      else
+        child_call.redirect_to_conference
+      end
+    end
+
+    def resume!
+      initiate_resume!
+      customer.redirect_to_conference
+   end
+
+    def transfer!(csr_id, one_step)
+      unless in_progress? || in_progress_hold?
+        errors[:base] << "Conversation already #{state}"
+        return false
+      end
+
+      agent = Agent.find_by_csr_id csr_id
+
+      agent.with_lock do
+        one_step ? one_step_transfer!(agent) : two_step_transfer!(agent)
+      end
+    end
+
+    def as_json(options={})
+      super({ include: { calls: { include: :recordings } } }.deep_merge(options))
+    end
+
+    def outbound?
+      conversation_type == CONVERSATION_TYPES::OUTBOUND
+    end
+
+    def inbound?
+      conversation_type == CONVERSATION_TYPES::INBOUND
+    end
+
+    def active_agent_legs
+      active_on_call.select do |call|
+        call.agent.present?
+      end
+    end
+
+    def active_agent_leg
+      active_agent_legs.first
+    end
+
+    def first_active_agent
+      leg = active_agent_legs[0]
+      leg.agent if leg
+    end
+
+    def first_inactive_agent
+      leg = calls.detect do |call|
+        call.agent? && call.terminated?
+      end
+      leg.agent if leg
+    end
+
+    def second_active_agent
+      leg = active_agent_legs[1]
+      leg.agent if leg
+    end
+
+    private
+
+    def one_step_transfer!(agent)
+      agent2_leg = calls.create number: agent.phone_number,
+                                participant_id: agent.csr_id,
+                                participant_type: 'csr',
+                                agent: agent
+
+      if agent.transferrable?
+        initiate_one_step_transfer!
+        agent2_leg.connect!
+      else
+        leave_voicemail!
+        agent2_leg.straight_to_voicemail!
+      end
+
+      customer.dial_agent!
+      customer.redirect_to_dial
+
+    rescue => error
+      Rails.logger.error "Failed to one-step transfer: #{error.message}"
+      errors[:base] << "#{error.message}"
+      agent2_leg.terminate
+      false
+    end
+
+    def two_step_transfer!(agent)
+      unless agent.transferrable?
+        errors[:base] << 'Agent is unavailable'
+        return false
+      end
+
+      agent2_leg = calls.create number: agent.phone_number,
+                                participant_id: agent.csr_id,
+                                participant_type: 'csr',
+                                agent: agent
+
+      initiate_two_step_transfer!
+
+      child_call.redirect_to_conference unless two_step_transferring_hold?
+      agent2_leg.dial_into_conference!
+      agent2_leg.connect!
+
+    rescue => error
+      Rails.logger.error "Failed to two-step transfer: #{error.message}"
+      errors[:base] << "#{error.message}"
+      agent2_leg.terminate!
+      false
+    end
+
+    def all_agents_in_conference?
+      active_agent_legs.all?(&:in_conference?)
+    end
+  end
+end

data/app/models/telephony/conversation_state_machine.rb

@@ -0,0 +1,109 @@
+require 'state_machine'
+
+module Telephony
+  module ConversationStateMachine
+    extend ActiveSupport::Concern
+
+    included do
+      state_machine :state, :initial => :initiated do
+
+        event :play_message do
+          transition :initiated => :playing_message
+        end
+
+        event :play_closed_greeting do
+          transition :initiated => :terminated
+        end
+
+        event :enqueue do
+          transition :playing_message => :enqueued
+        end
+
+        event :connect do
+          transition [:initiated, :enqueued] => :connecting
+        end
+
+        event :rona do
+          transition :connecting => :enqueued
+        end
+
+        event :start do
+          transition :connecting => :in_progress
+        end
+
+        event :initiate_one_step_transfer do
+          transition [:in_progress, :in_progress_hold] => :one_step_transferring
+        end
+
+        event :complete_one_step_transfer do
+          transition :one_step_transferring => :in_progress
+        end
+
+        event :fail_one_step_transfer do
+          transition :one_step_transferring => :leaving_voicemail
+        end
+
+        event :initiate_two_step_transfer do
+          transition :in_progress => :two_step_transferring,
+                     :in_progress_hold => :two_step_transferring_hold
+        end
+
+        event :complete_two_step_transfer do
+          transition :two_step_transferring => :in_progress_two_step_transfer,
+                     :two_step_transferring_hold => :in_progress_two_step_transfer_hold
+        end
+
+        event :leave_two_step_transfer do
+          transition :in_progress_two_step_transfer => :in_progress,
+                     :in_progress_two_step_transfer_hold => :in_progress_hold
+        end
+
+        event :customer_left_two_step_transfer do
+          transition :in_progress_two_step_transfer => :agents_only,
+                     :in_progress_two_step_transfer_hold => :agents_only
+        end
+
+        event :fail_two_step_transfer do
+          transition :two_step_transferring => :in_progress,
+                     :two_step_transferring_hold => :in_progress_hold
+        end
+
+        event :initiate_hold do
+          transition :in_progress => :initiating_hold,
+                     :in_progress_two_step_transfer => :initiating_two_step_transfer_hold
+        end
+
+        event :complete_hold do
+          transition :initiating_hold => :in_progress_hold,
+                     :initiating_two_step_transfer_hold => :in_progress_two_step_transfer_hold
+        end
+
+        event :initiate_resume do
+          transition :in_progress_hold => :initiating_resume,
+                     :in_progress_two_step_transfer_hold => :initiating_two_step_transfer_resume
+        end
+
+        event :complete_resume do
+          transition :initiating_resume => :in_progress,
+                     :initiating_two_step_transfer_resume => :in_progress_two_step_transfer
+        end
+
+        event :leave_voicemail do
+          transition all - [:leaving_voicemail, :terminated] => :leaving_voicemail
+        end
+
+        event :terminate do
+          transition all - [:terminated] => :terminated
+        end
+
+        after_transition do |conversation, transition|
+          conversation.events.log name: transition.event,
+            data: {
+              conversation_id: conversation.id,
+              conversation_state: transition.to
+            }
+        end
+      end
+    end
+  end
+end