341 lines
11 KiB
PHP
341 lines
11 KiB
PHP
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<?php
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/**
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* Callback management class for queue callbacks and outbound calling
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*/
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class TWP_Callback_Manager {
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/**
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* Request a callback from queue
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*/
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public static function request_callback($phone_number, $queue_id = null, $call_sid = null) {
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global $wpdb;
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$table_name = $wpdb->prefix . 'twp_callbacks';
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$result = $wpdb->insert(
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$table_name,
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array(
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'phone_number' => sanitize_text_field($phone_number),
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'queue_id' => $queue_id ? intval($queue_id) : null,
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'original_call_sid' => $call_sid,
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'status' => 'pending'
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),
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array('%s', '%d', '%s', '%s')
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);
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if ($result !== false) {
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// Send confirmation SMS if configured
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$sms_number = get_option('twp_sms_notification_number');
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if ($sms_number) {
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$message = "Callback requested for " . $phone_number . ". We'll call you back shortly.";
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self::send_sms($phone_number, $message);
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}
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return $wpdb->insert_id;
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}
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return false;
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}
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/**
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* Process pending callbacks
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*/
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public static function process_callbacks() {
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global $wpdb;
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$table_name = $wpdb->prefix . 'twp_callbacks';
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// Get pending callbacks older than 2 minutes (to avoid immediate callback)
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$callbacks = $wpdb->get_results("
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SELECT * FROM $table_name
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WHERE status = 'pending'
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AND requested_at <= DATE_SUB(NOW(), INTERVAL 2 MINUTE)
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AND attempts < 3
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ORDER BY requested_at ASC
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LIMIT 10
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");
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foreach ($callbacks as $callback) {
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self::initiate_callback($callback);
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}
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}
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/**
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* Initiate a callback
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*/
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private static function initiate_callback($callback) {
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global $wpdb;
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$table_name = $wpdb->prefix . 'twp_callbacks';
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// Find an available agent
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$available_agent = TWP_Agent_Manager::get_available_agents();
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if (empty($available_agent)) {
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// No agents available, try again later
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$wpdb->update(
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$table_name,
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array('last_attempt' => current_time('mysql')),
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array('id' => $callback->id),
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array('%s'),
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array('%d')
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);
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return false;
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}
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$agent = $available_agent[0]; // Get first available agent
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// Create a conference call
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$twilio = new TWP_Twilio_API();
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// First call the agent
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$agent_call_result = $twilio->make_call(
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$agent->phone_number,
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home_url('/wp-json/twilio-webhook/v1/callback-agent'),
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array(
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'callback_id' => $callback->id,
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'customer_number' => $callback->phone_number
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)
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);
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if ($agent_call_result['success']) {
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// Update callback status
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$wpdb->update(
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$table_name,
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array(
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'status' => 'calling',
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'attempts' => $callback->attempts + 1,
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'last_attempt' => current_time('mysql'),
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'callback_call_sid' => $agent_call_result['call_sid']
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),
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array('id' => $callback->id),
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array('%s', '%d', '%s', '%s'),
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array('%d')
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);
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// Set agent to busy
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TWP_Agent_Manager::set_agent_status($agent->user_id, 'busy', $agent_call_result['call_sid']);
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return true;
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}
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return false;
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}
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/**
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* Handle callback agent answered
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*/
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public static function handle_agent_answered($callback_id, $agent_call_sid) {
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global $wpdb;
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$callbacks_table = $wpdb->prefix . 'twp_callbacks';
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$callback = $wpdb->get_row($wpdb->prepare(
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"SELECT * FROM $callbacks_table WHERE id = %d",
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$callback_id
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));
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if (!$callback) {
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return false;
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}
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// Now call the customer and conference them in
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$twilio = new TWP_Twilio_API();
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$customer_call_result = $twilio->make_call(
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$callback->phone_number,
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home_url('/wp-json/twilio-webhook/v1/callback-customer'),
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array(
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'agent_call_sid' => $agent_call_sid,
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'callback_id' => $callback_id
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)
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);
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if ($customer_call_result['success']) {
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// Update callback status
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$wpdb->update(
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$callbacks_table,
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array('status' => 'connecting'),
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array('id' => $callback_id),
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array('%s'),
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array('%d')
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);
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return true;
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}
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return false;
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}
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/**
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* Complete callback
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*/
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public static function complete_callback($callback_id) {
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global $wpdb;
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$table_name = $wpdb->prefix . 'twp_callbacks';
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$wpdb->update(
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$table_name,
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array(
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'status' => 'completed',
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'completed_at' => current_time('mysql')
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),
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array('id' => $callback_id),
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array('%s', '%s'),
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array('%d')
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);
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}
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/**
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* Initiate outbound call (click-to-call)
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*/
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public static function initiate_outbound_call($to_number, $agent_user_id) {
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$agent_phone = get_user_meta($agent_user_id, 'twp_phone_number', true);
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if (!$agent_phone) {
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return array('success' => false, 'error' => 'No phone number configured');
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}
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$twilio = new TWP_Twilio_API();
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// First call the agent
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$agent_call_result = $twilio->make_call(
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$agent_phone,
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home_url('/wp-json/twilio-webhook/v1/outbound-agent'),
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array(
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'target_number' => $to_number,
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'agent_user_id' => $agent_user_id
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)
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);
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if ($agent_call_result['success']) {
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// Set agent to busy
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TWP_Agent_Manager::set_agent_status($agent_user_id, 'busy', $agent_call_result['call_sid']);
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// Log the outbound call
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TWP_Call_Logger::log_call(array(
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'call_sid' => $agent_call_result['call_sid'],
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'from_number' => $agent_phone,
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'to_number' => $to_number,
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'status' => 'outbound_initiated',
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'workflow_name' => 'Outbound Call',
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'actions_taken' => json_encode(array(
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'agent_id' => $agent_user_id,
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'agent_name' => get_userdata($agent_user_id)->display_name,
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'type' => 'click_to_call'
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))
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));
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return array('success' => true, 'call_sid' => $agent_call_result['call_sid']);
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}
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return array('success' => false, 'error' => $agent_call_result['error']);
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}
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/**
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* Handle outbound agent answered
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*/
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public static function handle_outbound_agent_answered($target_number, $agent_call_sid) {
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$twilio = new TWP_Twilio_API();
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// Create TwiML to call the target number
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$twiml = new \Twilio\TwiML\VoiceResponse();
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$twiml->say('Connecting your call...', ['voice' => 'alice']);
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$dial = $twiml->dial([
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'callerId' => get_option('twp_caller_id_number', ''), // Use configured caller ID
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'timeout' => 30
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]);
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$dial->number($target_number);
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// If no answer, leave a message
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$twiml->say('The number you called is not available. Please try again later.', ['voice' => 'alice']);
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return $twiml->asXML();
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}
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/**
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* Create callback option TwiML for queue
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*/
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public static function create_callback_twiml($queue_id, $caller_number) {
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$twiml = new \Twilio\TwiML\VoiceResponse();
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$gather = $twiml->gather([
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'numDigits' => 1,
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'timeout' => 10,
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'action' => home_url('/wp-json/twilio-webhook/v1/callback-choice'),
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'method' => 'POST'
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]);
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$gather->say(
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'You are currently in the queue. Press 1 to wait on the line, or press 2 to request a callback.',
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['voice' => 'alice']
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);
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// Default to callback if no input
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$twiml->say('No input received. Requesting callback for you.', ['voice' => 'alice']);
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$twiml->redirect(home_url('/wp-json/twilio-webhook/v1/request-callback?' . http_build_query([
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'queue_id' => $queue_id,
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'phone_number' => $caller_number
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])));
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return $twiml->asXML();
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}
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/**
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* Send SMS notification
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*/
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private static function send_sms($to_number, $message) {
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$twilio = new TWP_Twilio_API();
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return $twilio->send_sms($to_number, $message);
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}
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/**
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* Get callback statistics
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*/
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public static function get_callback_stats($days = 7) {
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global $wpdb;
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$table_name = $wpdb->prefix . 'twp_callbacks';
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$since_date = date('Y-m-d H:i:s', strtotime("-$days days"));
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$stats = array(
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'total_requests' => $wpdb->get_var($wpdb->prepare(
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"SELECT COUNT(*) FROM $table_name WHERE requested_at >= %s",
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$since_date
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)),
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'completed' => $wpdb->get_var($wpdb->prepare(
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"SELECT COUNT(*) FROM $table_name WHERE requested_at >= %s AND status = 'completed'",
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$since_date
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)),
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'pending' => $wpdb->get_var("SELECT COUNT(*) FROM $table_name WHERE status = 'pending'"),
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'avg_completion_time' => $wpdb->get_var($wpdb->prepare(
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"SELECT AVG(TIMESTAMPDIFF(MINUTE, requested_at, completed_at))
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FROM $table_name
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WHERE requested_at >= %s AND status = 'completed'",
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$since_date
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))
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);
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$stats['success_rate'] = $stats['total_requests'] > 0 ?
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round(($stats['completed'] / $stats['total_requests']) * 100, 1) : 0;
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return $stats;
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}
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/**
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* Get pending callbacks for admin
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*/
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public static function get_pending_callbacks() {
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global $wpdb;
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$table_name = $wpdb->prefix . 'twp_callbacks';
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$queues_table = $wpdb->prefix . 'twp_call_queues';
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return $wpdb->get_results("
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SELECT
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c.*,
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q.queue_name,
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TIMESTAMPDIFF(MINUTE, c.requested_at, NOW()) as wait_minutes
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FROM $table_name c
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LEFT JOIN $queues_table q ON c.queue_id = q.id
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WHERE c.status IN ('pending', 'calling', 'connecting')
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ORDER BY c.requested_at ASC
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");
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}
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}
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