twilio-wp-plugin/README.md

# Twilio WordPress Plugin

A comprehensive WordPress plugin for Twilio voice and SMS integration with advanced call center functionality.

## ⚠️ IMPORTANT: SDK Required

This plugin **requires** the Twilio PHP SDK v8.7.0 to function. The plugin will not work without it.

## Quick Installation

1. **Install the Twilio SDK** (Required):
   ```bash
   chmod +x install-twilio-sdk.sh
   ./install-twilio-sdk.sh
   ```

2. **Test the SDK installation**:
   ```bash
   php test-sdk.php
   ```

3. **Configure Twilio Credentials** in WordPress admin:
   - Go to **Twilio** → **Settings**
   - Enter Account SID and Auth Token
   - Configure default phone numbers

4. **Set up Phone Numbers** in Twilio Console:
   - Configure webhook URLs for voice and SMS
   - Voice: `https://yoursite.com/wp-json/twilio-webhook/v1/voice`
   - SMS: `https://yoursite.com/wp-json/twilio-webhook/v1/sms`

## Requirements

- **PHP 8.0+** (required for Twilio SDK v8.7.0)
- **WordPress 5.0+**
- **Twilio Account** with active phone number
- **curl** and **tar** (for SDK installation)

## Key Features

### 📞 Call Center Operations
- **Agent Groups**: Organize agents into groups with priority levels
- **Call Queues**: Manage incoming calls with position announcements
- **Smart Routing**: Distribute calls based on availability and schedules
- **SMS Accept**: Agents can text "1" to accept incoming calls
- **Queue Notifications**: SMS alerts to designated numbers when calls enter queues

### 🌐 Browser Phone (WebRTC)
- **In-Browser Calling**: Make and receive calls directly from WordPress admin or frontend
- **Twilio Voice SDK v2**: Uses latest SDK for WebRTC functionality
- **Visual Dialpad**: Click-to-dial interface with DTMF support
- **Call Controls**: Mute, hold indicators, call timer
- **Auto-Answer**: Optional automatic call acceptance
- **Queue Integration**: Accept calls from specific queues
- **Token Management**: Automatic token refresh for uninterrupted service
- **Mobile-Friendly**: Responsive design optimized for smartphones and tablets
- **Shortcode Support**: Embed browser phone on any page with `[twp_browser_phone]`

### 🕒 Business Hours Management
- **Schedule-based Routing**: Different call flows for business hours vs after-hours
- **Holiday Support**: Define specific dates for holiday routing
- **Multiple Schedules**: Create different schedules for departments
- **After-Hours Actions**: Configurable routing when closed

### 🎛️ Workflow Builder
- **Visual Interface**: Drag-and-drop workflow creation
- **Step Types**:
  - **Greeting**: Welcome messages with multiple voice options
  - **IVR Menu**: Interactive voice response with digit collection
  - **Call Queue**: Place callers in queue with hold music
  - **Forward**: Route calls to specific numbers
  - **Voicemail**: Record messages with transcription
  - **Schedule Check**: Route based on business hours
- **Voice Options**:
  - Default Twilio voice (Say)
  - ElevenLabs text-to-speech integration with voice persistence
  - Custom audio file URLs
- **Smart Voice Loading**: Saved voices display without API calls

### 📱 SMS Integration
- **Agent Notifications**: Automatic SMS alerts when calls arrive
- **Queue Management**: Agents receive queue status updates
- **Command System**: Text commands to manage availability
- **SMS Logging**: Complete history of all SMS interactions

### 🔔 Discord & Slack Notifications
- **Real-time Alerts**: Instant notifications to Discord channels and Slack workspaces
- **Multiple Event Types**: Incoming calls, queue timeouts, and missed calls
- **Rich Formatting**: Structured messages with caller info, queue details, and timestamps
- **Webhook Integration**: Simple configuration with webhook URLs
- **Configurable Options**: Enable/disable specific notification types
- **Automatic Monitoring**: Background checks for queue timeout situations

### 📊 Real-time Dashboard
- **Queue Monitor**: Live view of waiting calls
- **Agent Status**: Track agent availability
- **Call Statistics**: Performance metrics and reporting
- **Call Logs**: Detailed history with filtering options
- **Active Call Display**: Real-time call count monitoring

### 🎤 Advanced Features
- **Voicemail Transcription**: Automatic speech-to-text
- **Callback System**: Offer callbacks instead of long holds
- **Outbound Calling**: Click-to-call with proper caller ID
- **Multiple Phone Numbers**: Support for multiple business lines per workflow
- **Agent Phone Management**: Store and validate agent phone numbers
- **Duplicate Prevention**: Ensures unique phone numbers per agent
- **Enhanced Notifications**: Discord and Slack integration for real-time alerts
- **Premium Voice Synthesis**: ElevenLabs TTS integration for professional-grade voice prompts
- **Automatic Queue Creation**: Personal and hold queues created automatically for all agents
- **Smart Extension System**: Unique 3-4 digit extensions auto-assigned for direct dialing

## Recent Updates

### MAJOR: Complete Call Control System Overhaul (September 2025)
Comprehensive redesign of hold, transfer, and requeue functionality with professional-grade reliability.

#### 🎯 Hold Function - Complete Solution
- **Problem Solved**: "Queue not found" errors that prevented calls from being put on hold
- **Automatic Setup**: Personal and hold queues are now created automatically for all agents
- **Smart Extensions**: Unique 3-4 digit extensions (100-9999) auto-assigned to each agent
- **Seamless Experience**: Works immediately without any manual queue setup
- **Premium Audio**: Professional hold messages using ElevenLabs voices (with fallback to Twilio)
- **Browser Phone Ready**: Handles complex call scenarios from browser phone users

#### 📞 Transfer Function - Professional Grade
- **Audio Quality Fixed**: Eliminated customers hearing technical webhook URLs during transfers
- **Multiple Transfer Types**: Extension transfers, queue transfers, browser phone transfers, and external number transfers all work perfectly
- **Professional Announcements**: "Transferring to extension 101" and "Transferring your call" messages
- **Smart Detection**: Automatically identifies the correct call to transfer (customer, not agent)
- **Outbound Call Support**: Transfer functionality now works for both incoming and outgoing calls
- **Enhanced Reliability**: Comprehensive error handling prevents transfer failures

#### 🔄 Requeue Function - Seamless Operation
- **User Experience Fixed**: Customers now hear "Placing you back in the queue" instead of technical errors
- **Proper Queue Integration**: Seamless integration with queue waiting experience and hold music
- **Call Preservation**: Maintains call history and position tracking when requeuing
- **Professional Audio**: Uses same premium voice technology as other functions
- **Database Consistency**: Works with all database schemas and maintains data integrity

### CRITICAL: Outbound Call Issues Fixed (September 2025)
- **Customer Disconnection Issue Resolved**: Fixed major problem where hold, transfer, and requeue functions were disconnecting customers in outbound calls
- **Call Leg Detection System**: New intelligent system identifies customer vs agent call legs in complex call topologies
- **Browser Phone Transfers**: Fixed "Invalid phone number format" errors when transferring to browser phone agents
- **Outbound Call Stability**: All call control functions now work correctly for both inbound and outbound scenarios
- **Enhanced Logging**: Comprehensive debugging for call relationship tracking

### Customer Number Detection Improvements (September 2025)
- **Voicemail Interface Fix**: Customer numbers now display correctly instead of showing "client:agentname" for browser phone calls
- **Call Recording Interface Fix**: Recording admin interface now shows actual customer phone numbers for all call types
- **Smart Number Detection**: Enhanced fallback logic retrieves customer numbers from call logs and parent call analysis
- **Browser Phone Support**: Proper handling of complex call topologies created by browser phone calls
- **User Experience**: Admin interfaces now consistently display meaningful customer information

### Browser Phone Upgrade (v2.0)
- **Migrated to Twilio Voice SDK v2**: Replaced deprecated Client SDK v1.14
- **Improved Stability**: Better error handling and automatic recovery
- **Token Management**: Auto-refresh tokens before expiration
- **Enhanced Performance**: Modern WebRTC implementation

### Queue System Improvements
- **Notification Numbers**: Queues now use notification_number field for SMS alerts
- **No Direct Assignment**: Queues are workflow destinations, not directly assigned to numbers
- **Better Integration**: Improved queue handling in IVR and workflow steps

### Voice Configuration Enhancements
- **Voice Persistence**: ElevenLabs voices save both ID and name
- **No Unnecessary API Calls**: Saved voices display immediately without loading
- **Improved UX**: Load voices only when changing selection

### IVR Fixes
- **Form Field Handling**: Fixed IVR option saving and loading
- **Queue Selection**: Proper queue routing based on digit selection
- **Voice Selection**: Fixed voice dropdown persistence issues

### Multiple Phone Numbers Support
- **Workflow Enhancement**: Workflows can now be assigned to multiple phone numbers
- **Junction Table**: New `twp_workflow_phones` table for many-to-many relationships
- **Backward Compatibility**: Existing single-number workflows continue to work
- **Validation Fixes**: Proper validation for multiple phone number selections

### Discord & Slack Notifications
- **Real-time Integration**: Instant notifications to Discord channels and Slack workspaces
- **Event Monitoring**: Automated tracking of incoming calls, queue timeouts, and missed calls
- **Rich Message Format**: Structured notifications with caller details, queue info, and timestamps
- **Configurable Settings**: Toggle notification types and set custom webhook URLs
- **Background Processing**: Cron-based monitoring for queue timeout alerts

## How It Works

### Call Flow
1. **Incoming Call** → Twilio webhook triggers
2. **Workflow Processing** → System loads assigned workflow
3. **Step Execution** → Each workflow step processes sequentially:
   - Greeting plays welcome message
   - IVR collects user input
   - Schedule check determines routing
   - Queue or forward based on configuration
4. **Agent Connection** → Call routed to available agent
5. **Logging** → All interactions logged for reporting

### Queue System
- **Queue Assignment**: Calls routed to queues through workflows
- **Notification Numbers**: Optional SMS alerts to designated numbers (not agents)
- **Agent Groups**: Queues linked to agent groups for distribution
- **Wait Experience**: Configurable hold music and position announcements
- **Timeout Handling**: Automatic callback offers after timeout
- **Browser Phone Integration**: Agents can accept queue calls via browser

### Agent Management
- **Phone Number Storage**: Agent numbers stored in WordPress user profiles
- **Status Tracking**: Available/Busy/Offline states
- **SMS Commands**: Text "1" to accept calls
- **Priority Levels**: Agents have priority within groups
- **Browser Phone Mode**: Option to receive calls in browser or cell phone

## Configuration

### Initial Setup
1. **Install Plugin** and activate in WordPress
2. **Install Twilio SDK** using provided script
3. **Configure Credentials**:
   - Navigate to **Twilio** → **Settings**
   - Enter Twilio Account SID and Auth Token
   - Set default SMS number for notifications
   - Configure TwiML App SID for browser phone (optional)

### Phone Number Setup
1. **In Twilio Console**:
   - Purchase or select phone number
   - Configure Voice webhook: `https://yoursite.com/wp-json/twilio-webhook/v1/voice`
   - Configure SMS webhook: `https://yoursite.com/wp-json/twilio-webhook/v1/sms`
   - Set method to HTTP POST

2. **In WordPress Admin**:
   - Go to **Twilio** → **Phone Numbers**
   - Verify numbers are synchronized
   - Assign workflows to numbers (multiple numbers per workflow supported)

### Creating Workflows
1. **Navigate to** Twilio → Workflows
2. **Create New Workflow**:
   - Name your workflow
   - Select phone numbers to assign (multiple selection supported)
   - Add steps using the builder

3. **Configure Steps**:
   - **Greeting**: Set welcome message and voice
   - **IVR Menu**: Define options and routing
   - **Queue**: Select target queue
   - **Schedule**: Choose business hours schedule

### Setting Up Queues
1. **Create Queue** (Twilio → Queues):
   - Queue Name: Descriptive name
   - Notification Number: SMS alerts for queue activity (optional)
   - Agent Group: Select assigned group
   - Wait Music: URL for hold music
   - Timeout: Maximum wait time

2. **Use in Workflows**:
   - Add Queue step to workflow
   - Select queue from dropdown
   - Configure announcement message

### Browser Phone Setup
1. **Create TwiML App** in Twilio Console:
   - Voice Request URL: Your server's TwiML endpoint
   - Copy the Application SID

2. **Configure in WordPress**:
   - Go to **Twilio** → **Settings**
   - Enter TwiML App SID
   - Save settings

3. **Access Browser Phone**:
   - Navigate to **Twilio** → **Browser Phone**
   - Select caller ID from available numbers
   - Start making/receiving calls

### Agent Configuration
1. **Create Agent Groups** (Twilio → Agent Groups)
2. **Add Agents** to groups with priorities
3. **Set Phone Numbers** in user profiles
4. **Configure Call Mode**: Browser or cell phone
5. **Train Agents** on SMS commands and browser phone

### Discord & Slack Setup
1. **Discord Configuration**:
   - Create a webhook URL in your Discord server settings
   - Navigate to **Twilio** → **Settings** → **Notifications**
   - Paste Discord webhook URL
   - Enable desired notification types

2. **Slack Configuration**:
   - Create a webhook URL in your Slack workspace
   - Navigate to **Twilio** → **Settings** → **Notifications**
   - Paste Slack webhook URL
   - Configure notification preferences

3. **Notification Types**:
   - **Incoming Calls**: Alert when calls enter queues
   - **Queue Timeouts**: Alert when calls wait too long (configurable threshold)
   - **Missed Calls**: Alert when calls are abandoned or timeout

## Frontend Browser Phone

### Shortcode Usage
The browser phone can be embedded on any WordPress page using the `[twp_browser_phone]` shortcode. This is perfect for creating dedicated agent pages or customer service portals.

**Basic Usage:**
```
[twp_browser_phone]
```

**With Options:**
```
[twp_browser_phone title="Customer Service Phone" show_title="true" compact="false"]
```

### Shortcode Parameters
- **title**: Custom title for the phone widget (default: "Browser Phone")
- **show_title**: Display the title above the phone (default: "true")
- **compact**: Use compact layout for smaller spaces (default: "false")

### Permission Requirements
- Users must be **logged in** to access the browser phone
- Users need the **`twp_access_browser_phone`** capability or **`manage_options`**
- Phone Agent role users have access by default

### Mobile Optimization
- **Responsive Design**: Adapts to all screen sizes
- **Touch-Friendly**: Large buttons optimized for mobile devices
- **Haptic Feedback**: Vibration on button press (where supported)
- **Auto-Zoom Prevention**: Proper viewport handling for mobile browsers
- **Dark Mode Support**: Automatically adapts to user's system preference

## Voice Configuration

### ElevenLabs Integration
1. **Get API Key** from ElevenLabs dashboard
2. **Configure in Settings**: Add API key
3. **Select Voices** in workflow steps:
   - Click "Load Voices" to fetch available options
   - Selected voices are saved with both ID and name
   - Voice names persist across edits without API calls

### Audio Options per Step
- **Say**: Default Twilio text-to-speech
- **TTS**: ElevenLabs premium voices with persistence
- **Audio**: Custom MP3 file URLs

## Troubleshooting

### Common Issues

#### Browser Phone "Client version not supported"
- **Fixed in latest version**: Upgraded to Voice SDK v2
- Clear browser cache and reload page
- Check TwiML App SID is configured

#### "Twilio SDK classes not available"
```bash
# Reinstall SDK
./install-twilio-sdk.sh
# Test installation
php test-sdk.php
```

#### Calls Not Routing to Queues
- Verify queue exists and is active
- Check agent group has members
- Ensure agents have valid phone numbers
- Review workflow step configuration
- Check notification_number field (not phone_number)

#### Outbound Call Control Issues - RESOLVED
- **Customer Disconnections**: FIXED - All call control functions now work perfectly for outbound calls
- **Hold Not Working**: RESOLVED - Automatic queue creation eliminates "queue not found" errors
- **Transfer Failures**: FIXED - Professional TwiML generation prevents webhook URL errors
- **Browser Phone Transfers**: ENHANCED - Full support for `client:` identifier transfers with smart detection
- **Requeue Problems**: RESOLVED - Customer call leg detection ensures proper queue placement
- **Audio Quality**: ENHANCED - Premium TTS voices replace technical error messages
- **Setup Required**: ELIMINATED - Everything works automatically without manual configuration

#### Customer Number Display Issues - RESOLVED
- **"client:agentname" in Voicemails**: FIXED - Real customer numbers now display correctly in all interfaces
- **Wrong Numbers in Recording Interface**: RESOLVED - Enhanced detection shows actual customer phone numbers
- **Missing Customer Info**: ENHANCED - Smart fallback logic retrieves customer numbers from multiple sources
- **Browser Phone Call Issues**: PERFECTED - Proper customer identification in all call scenarios
- **Admin Interface**: IMPROVED - All admin interfaces now consistently show meaningful customer information
- **Data Consistency**: ENSURED - Customer information remains accurate across all features

#### SMS Not Sending from Admin
- Test with direct PHP script: `php test-twilio-direct.php send`
- Verify Twilio credentials in settings
- Check WordPress error logs
- Ensure number is SMS-capable in Twilio

#### Voice Selections Not Saving
- Voices now save both ID and name automatically
- No API call needed to display saved voices
- Click "Load Voices" only to change selection
- Check browser console for JavaScript errors

#### IVR Options Not Working
- Ensure only active form fields are enabled
- Check queue selections are properly saved
- Verify digit mappings in workflow data

### Debug Mode
Enable WordPress debugging in `wp-config.php`:
```php
define('WP_DEBUG', true);
define('WP_DEBUG_LOG', true);
define('WP_DEBUG_DISPLAY', false);
```

### Testing Tools
- **Direct SMS Test**: `php test-twilio-direct.php send`
- **SDK Test**: `php test-sdk.php`
- **Webhook Simulator**: Use Twilio Console debugger
- **Call Logs**: Review in WordPress admin
- **Browser Phone**: Test WebRTC connectivity

## Database Structure

The plugin creates these tables:
- `twp_phone_schedules` - Business hours definitions
- `twp_call_queues` - Queue configurations (uses notification_number)
- `twp_queued_calls` - Active calls in queues
- `twp_workflows` - Call flow definitions with voice persistence
- `twp_workflow_phones` - Junction table for multiple phone numbers per workflow
- `twp_call_log` - Complete call history
- `twp_sms_log` - SMS message tracking
- `twp_voicemails` - Recordings and transcriptions
- `twp_agent_groups` - Agent group definitions
- `twp_group_members` - User-to-group relationships
- `twp_agent_status` - Real-time agent availability
- `twp_callbacks` - Callback request queue

## Webhook Endpoints

All webhooks are REST API endpoints under `/wp-json/twilio-webhook/v1/`:
- `/voice` - Main incoming call handler
- `/sms` - SMS message handler
- `/ivr-response` - IVR digit collection (fixed in latest)
- `/queue-wait` - Queue hold experience
- `/agent-connect` - Agent connection handler
- `/callback-request` - Callback system
- `/outbound-agent-with-from` - Outbound calling

## Technical Details

### Dependencies
- **Twilio PHP SDK v8.7.0** - Server-side API operations
- **Twilio Voice SDK v2** - Browser phone WebRTC
- **WordPress REST API** - Webhook handling
- **jQuery** - Admin interface interactions

### Browser Compatibility
- **Chrome/Edge**: Full support
- **Firefox**: Full support
- **Safari**: Requires HTTPS for WebRTC
- **Mobile Browsers**: Limited WebRTC support

### Security Considerations
- All webhooks use WordPress nonce verification
- Phone numbers validated and sanitized
- SQL queries use prepared statements
- Sensitive data encrypted in database
- HTTPS required for production use

## Version History

### v2.2.0 (Current - September 2025) - MAJOR RELEASE
- **COMPLETE CALL CONTROL REDESIGN**: Hold, transfer, and requeue functions completely rebuilt from the ground up
- **Automatic Queue Creation**: Personal and hold queues created automatically for all users with unique extensions
- **Professional Audio Experience**: Eliminated technical errors customers could hear during call operations
- **ElevenLabs TTS Integration**: Premium voice synthesis throughout all call operations with intelligent fallback
- **Call Leg Detection**: Advanced system for complex outbound call topologies preventing customer disconnections
- **Browser Phone Enhancement**: Full support for browser phone transfers and complex call scenarios
- **User Experience**: Seamless call control without any manual setup or configuration required
- **Database Consistency**: Enhanced schema support with comprehensive fallback mechanisms
- **Professional Grade**: Enterprise-level reliability and error handling throughout
- **Customer Number Detection**: Enhanced voicemail and recording interfaces to show real customer numbers
- **Extension Management**: Automatic 3-4 digit extension assignment for direct dialing capabilities

### v2.1.0
- **Multiple Phone Numbers**: Workflows can now handle multiple phone numbers
- **Discord & Slack Integration**: Real-time notifications for call events
- **Enhanced Monitoring**: Automated queue timeout tracking and alerts
- **Notification System**: Configurable webhook-based notifications
- **Background Processing**: Cron jobs for timeout monitoring
- **Database Enhancements**: New junction table for phone number relationships

### v2.0.0
- Upgraded to Twilio Voice SDK v2 for browser phone
- Fixed queue notification_number field naming
- Enhanced voice selection persistence
- Fixed IVR option saving and loading
- Improved error handling and logging
- Added automatic token refresh

### v1.3.x
- Initial release with full call center features
- Browser phone with Client SDK v1.14
- Basic workflow builder
- Queue management system

## Support

- Check `CLAUDE.md` for detailed technical documentation
- Review error logs in `/wp-content/debug.log`
- Monitor Twilio Console for webhook errors
- Test components individually using provided scripts
- Report issues with specific error messages and logs

## License

This plugin integrates with Twilio services and requires a Twilio account.