wp-plugins/twilio-wp-plugin
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Fix extension transfer system and browser phone compatibility

Browse Source 
Major Fixes:
- Fixed extension transfers going directly to voicemail for available agents
- Resolved browser phone call disconnections during transfers
- Fixed voicemail transcription placeholder text issue
- Added Firefox compatibility with automatic media permissions

Extension Transfer Improvements:
- Changed from active client dialing to proper queue-based system
- Fixed client name generation consistency (user_login vs display_name)
- Added 2-minute timeout with automatic voicemail fallback
- Enhanced agent availability detection for browser phone users

Browser Phone Enhancements:
- Added automatic microphone/speaker permission requests
- Improved Firefox compatibility with explicit getUserMedia calls
- Fixed client naming consistency across capability tokens and call acceptance
- Added comprehensive error handling for permission denials

Database & System Updates:
- Added auto_busy_at column for automatic agent status reversion
- Implemented 1-minute auto-revert system for busy agents with cron job
- Updated database version to 1.6.2 for automatic migration
- Fixed voicemail user_id association for extension voicemails

Call Statistics & Logging:
- Fixed browser phone calls not appearing in agent statistics
- Enhanced call logging with proper agent_id association in JSON format
- Improved customer number detection for complex call topologies
- Added comprehensive debugging for call leg detection

Voicemail & Transcription:
- Replaced placeholder transcription with real Twilio API integration
- Added manual transcription request capability for existing voicemails
- Enhanced voicemail callback handling with user_id support
- Fixed transcription webhook processing for extension voicemails

Technical Improvements:
- Standardized client name generation across all components
- Added ElevenLabs TTS integration to agent connection messages
- Enhanced error handling and logging throughout transfer system
- Fixed TwiML generation syntax errors in dial() methods

🤖 Generated with [Claude Code](https://claude.ai/code)

Co-Authored-By: Claude <noreply@anthropic.com>
This commit is contained in:
jknapp
2025-09-02 11:03:33 -07:00
parent ae92ea2c81
commit 7cd7f036ff
14 changed files with 1312 additions and 194 deletions
Download Patch File Download Diff File Expand all files Collapse all files

19
includes/class-twp-activator.php
View File

@@ -24,6 +24,11 @@ class TWP_Activator {
// Create webhook endpoints
flush_rewrite_rules();
// Initialize user queues for existing users with phone numbers
if (class_exists('TWP_User_Queue_Manager')) {
TWP_User_Queue_Manager::initialize_all_user_queues();
}
}
/**
@@ -428,6 +433,14 @@ class TWP_Activator {
}
}
// Add user_id column to voicemails table for extension voicemails
$table_voicemails = $wpdb->prefix . 'twp_voicemails';
$voicemail_user_id_exists = $wpdb->get_results("SHOW COLUMNS FROM $table_voicemails LIKE 'user_id'");
if (empty($voicemail_user_id_exists)) {
$wpdb->query("ALTER TABLE $table_voicemails ADD COLUMN user_id int(11) DEFAULT NULL AFTER workflow_id");
$wpdb->query("ALTER TABLE $table_voicemails ADD INDEX user_id (user_id)");
}
// Add login tracking columns to agent_status table
$table_agent_status = $wpdb->prefix . 'twp_agent_status';
@@ -441,6 +454,12 @@ class TWP_Activator {
$wpdb->query("ALTER TABLE $table_agent_status ADD COLUMN logged_in_at datetime AFTER is_logged_in");
}
// Add auto_busy_at column to track when agent was automatically set to busy
$auto_busy_at_exists = $wpdb->get_results("SHOW COLUMNS FROM $table_agent_status LIKE 'auto_busy_at'");
if (empty($auto_busy_at_exists)) {
$wpdb->query("ALTER TABLE $table_agent_status ADD COLUMN auto_busy_at datetime DEFAULT NULL AFTER logged_in_at");
}
$table_schedules = $wpdb->prefix . 'twp_phone_schedules';
// Check if holiday_dates column exists

99
includes/class-twp-agent-manager.php
View File

@@ -95,7 +95,7 @@ class TWP_Agent_Manager {
/**
* Set agent status
*/
public static function set_agent_status($user_id, $status, $call_sid = null) {
public static function set_agent_status($user_id, $status, $call_sid = null, $auto_set = false) {
global $wpdb;
$table_name = $wpdb->prefix . 'twp_agent_status';
@@ -108,6 +108,18 @@ class TWP_Agent_Manager {
$is_logged_in = $existing ? $existing->is_logged_in : 0;
$logged_in_at = $existing ? $existing->logged_in_at : null;
// Set auto_busy_at timestamp if automatically setting to busy
$auto_busy_at = null;
if ($auto_set && $status === 'busy') {
$auto_busy_at = current_time('mysql');
} elseif ($status !== 'busy') {
// Clear auto_busy_at when changing from busy to any other status
$auto_busy_at = null;
} else {
// Preserve existing auto_busy_at if manually setting to busy or not changing
$auto_busy_at = $existing ? $existing->auto_busy_at : null;
}
if ($existing) {
return $wpdb->update(
$table_name,
@@ -116,10 +128,11 @@ class TWP_Agent_Manager {
'current_call_sid' => $call_sid,
'last_activity' => current_time('mysql'),
'is_logged_in' => $is_logged_in,
'logged_in_at' => $logged_in_at
'logged_in_at' => $logged_in_at,
'auto_busy_at' => $auto_busy_at
),
array('user_id' => $user_id),
array('%s', '%s', '%s', '%d', '%s'),
array('%s', '%s', '%s', '%d', '%s', '%s'),
array('%d')
);
} else {
@@ -131,9 +144,10 @@ class TWP_Agent_Manager {
'current_call_sid' => $call_sid,
'last_activity' => current_time('mysql'),
'is_logged_in' => 0,
'logged_in_at' => null
'logged_in_at' => null,
'auto_busy_at' => $auto_busy_at
),
array('%d', '%s', '%s', '%s', '%d', '%s')
array('%d', '%s', '%s', '%s', '%d', '%s', '%s')
);
}
}
@@ -172,10 +186,11 @@ class TWP_Agent_Manager {
'is_logged_in' => $is_logged_in ? 1 : 0,
'logged_in_at' => $logged_in_at,
'last_activity' => current_time('mysql'),
'status' => $is_logged_in ? 'available' : 'offline'
'status' => $is_logged_in ? 'available' : 'offline',
'auto_busy_at' => null // Clear auto_busy_at when changing login status
),
array('user_id' => $user_id),
array('%d', '%s', '%s', '%s'),
array('%d', '%s', '%s', '%s', '%s'),
array('%d')
);
} else {
@@ -186,9 +201,10 @@ class TWP_Agent_Manager {
'status' => $is_logged_in ? 'available' : 'offline',
'is_logged_in' => $is_logged_in ? 1 : 0,
'logged_in_at' => $logged_in_at,
'last_activity' => current_time('mysql')
'last_activity' => current_time('mysql'),
'auto_busy_at' => null
),
array('%d', '%s', '%d', '%s', '%s')
array('%d', '%s', '%d', '%s', '%s', '%s')
);
}
}
@@ -316,7 +332,7 @@ class TWP_Agent_Manager {
);
// Set agent status to busy
self::set_agent_status($user_id, 'busy', $call->call_sid);
self::set_agent_status($user_id, 'busy', $call->call_sid, true);
// Make a new call to the agent with proper caller ID
$twilio = new TWP_Twilio_API();
@@ -362,15 +378,23 @@ class TWP_Agent_Manager {
// For browser mode, redirect the existing call to the browser client
$current_user = get_userdata($user_id);
// Twilio requires alphanumeric characters only - must match generate_capability_token
$clean_name = preg_replace('/[^a-zA-Z0-9]/', '', $current_user->display_name);
// Use user_login for consistency with capability token generation
$clean_name = preg_replace('/[^a-zA-Z0-9]/', '', $current_user->user_login);
if (empty($clean_name)) {
$clean_name = 'user';
}
$client_name = 'agent' . $user_id . $clean_name;
error_log("TWP Accept: Redirecting call {$call->call_sid} to browser client '{$client_name}' for user {$user_id}");
// Create TwiML to redirect call to browser client
$twiml = new \Twilio\TwiML\VoiceResponse();
$twiml->say('Connecting you to an agent.', ['voice' => 'alice']);
// Use TTS helper for ElevenLabs integration
require_once plugin_dir_path(__FILE__) . 'class-twp-tts-helper.php';
$tts_helper = TWP_TTS_Helper::get_instance();
$tts_helper->add_tts_to_twiml($twiml, 'Connecting you to an agent.');
$dial = $twiml->dial();
$dial->setAttribute('timeout', 30);
$dial->client($client_name);
@@ -594,6 +618,57 @@ class TWP_Agent_Manager {
return $result;
}
/**
* Check and revert agents from auto-busy to available after 1 minute
*/
public static function revert_auto_busy_agents() {
global $wpdb;
$table_name = $wpdb->prefix . 'twp_agent_status';
// Find agents who have been auto-busy for more than 1 minute and are still logged in
$cutoff_time = date('Y-m-d H:i:s', strtotime('-1 minute'));
$auto_busy_agents = $wpdb->get_results($wpdb->prepare(
"SELECT user_id, current_call_sid FROM $table_name
WHERE status = 'busy'
AND auto_busy_at IS NOT NULL
AND auto_busy_at < %s
AND is_logged_in = 1",
$cutoff_time
));
foreach ($auto_busy_agents as $agent) {
// Verify the call is actually finished before reverting
$call_sid = $agent->current_call_sid;
$call_active = false;
if ($call_sid) {
// Check if call is still active using Twilio API
try {
$api = new TWP_Twilio_API();
$call_status = $api->get_call_status($call_sid);
// If call is still in progress, don't revert yet
if (in_array($call_status, ['queued', 'ringing', 'in-progress'])) {
$call_active = true;
error_log("TWP Auto-Revert: Call {$call_sid} still active for user {$agent->user_id}, keeping busy");
}
} catch (Exception $e) {
error_log("TWP Auto-Revert: Could not check call status for {$call_sid}: " . $e->getMessage());
// If we can't check call status, assume it's finished and proceed with revert
}
}
// Only revert if call is not active
if (!$call_active) {
error_log("TWP Auto-Revert: Reverting user {$agent->user_id} from auto-busy to available");
self::set_agent_status($agent->user_id, 'available', null, false);
}
}
return count($auto_busy_agents);
}
/**
* Validate phone number format
*/

4
includes/class-twp-callback-manager.php
View File

@@ -111,7 +111,7 @@ class TWP_Callback_Manager {
);
// Set agent to busy
TWP_Agent_Manager::set_agent_status($agent->user_id, 'busy', $agent_call_result['call_sid']);
TWP_Agent_Manager::set_agent_status($agent->user_id, 'busy', $agent_call_result['call_sid'], true);
return true;
}
@@ -206,7 +206,7 @@ class TWP_Callback_Manager {
if ($agent_call_result['success']) {
// Set agent to busy
TWP_Agent_Manager::set_agent_status($agent_user_id, 'busy', $agent_call_result['call_sid']);
TWP_Agent_Manager::set_agent_status($agent_user_id, 'busy', $agent_call_result['call_sid'], true);
// Log the outbound call
TWP_Call_Logger::log_call(array(

1
includes/class-twp-core.php
View File

@@ -157,6 +157,7 @@ class TWP_Core {
$this->loader->add_action('wp_ajax_twp_send_to_voicemail', $plugin_admin, 'ajax_send_to_voicemail');
$this->loader->add_action('wp_ajax_twp_disconnect_call', $plugin_admin, 'ajax_disconnect_call');
$this->loader->add_action('wp_ajax_twp_get_transfer_targets', $plugin_admin, 'ajax_get_transfer_targets');
$this->loader->add_action('wp_ajax_twp_initialize_user_queues', $plugin_admin, 'ajax_initialize_user_queues');
// Eleven Labs AJAX
$this->loader->add_action('wp_ajax_twp_get_elevenlabs_voices', $plugin_admin, 'ajax_get_elevenlabs_voices');

1
includes/class-twp-deactivator.php
View File

@@ -11,6 +11,7 @@ class TWP_Deactivator {
// Clear scheduled events
wp_clear_scheduled_hook('twp_check_schedules');
wp_clear_scheduled_hook('twp_process_queue');
wp_clear_scheduled_hook('twp_auto_revert_agents');
// Flush rewrite rules
flush_rewrite_rules();

24
includes/class-twp-twilio-api.php
View File

@@ -209,6 +209,19 @@ class TWP_Twilio_API {
}
}
/**
* Get call status only
*/
public function get_call_status($call_sid) {
$call_result = $this->get_call($call_sid);
if ($call_result['success']) {
return $call_result['data']['status'];
}
throw new Exception('Could not retrieve call status: ' . ($call_result['error'] ?? 'Unknown error'));
}
/**
* Create TwiML for queue
*/
@@ -220,12 +233,14 @@ class TWP_Twilio_API {
$response->say($wait_message, ['voice' => 'alice']);
}
$enqueue = $response->enqueue($queue_name);
// Pass waitUrl as an option to enqueue if provided
$enqueue_options = [];
if ($wait_url) {
$enqueue->waitUrl($wait_url);
$enqueue_options['waitUrl'] = $wait_url;
}
$response->enqueue($queue_name, $enqueue_options);
return $response->asXML();
} catch (Exception $e) {
error_log('TWP Plugin: Failed to create queue TwiML: ' . $e->getMessage());
@@ -682,7 +697,8 @@ class TWP_Twilio_API {
if (!$client_name) {
$current_user = wp_get_current_user();
// Twilio requires alphanumeric characters only - remove all non-alphanumeric
$clean_name = preg_replace('/[^a-zA-Z0-9]/', '', $current_user->display_name);
// Use user_login for consistency across all client name generation
$clean_name = preg_replace('/[^a-zA-Z0-9]/', '', $current_user->user_login);
if (empty($clean_name)) {
$clean_name = 'user';
}

94
includes/class-twp-user-queue-manager.php
View File

@@ -46,7 +46,7 @@ class TWP_User_Queue_Manager {
'user_id' => $user_id,
'extension' => $extension,
'max_size' => 10,
'timeout_seconds' => 300, // 5 minutes for logged-in users
'timeout_seconds' => 120, // 2 minutes timeout
'voicemail_prompt' => sprintf('You have reached %s. Please leave a message after the tone.', $user->display_name),
'is_hold_queue' => 0
),
@@ -288,23 +288,49 @@ class TWP_User_Queue_Manager {
), ARRAY_A);
if (!$current_queue) {
return array('success' => false, 'error' => 'Call not found in queue');
}
// Move call to hold queue
$result = $wpdb->update(
$wpdb->prefix . 'twp_queued_calls',
array(
// Call not in queue yet (browser phone calls), create a new entry
error_log("TWP: Call not in queue, creating hold queue entry for SID: {$call_sid}");
// Check if enqueued_at column exists
$calls_table = $wpdb->prefix . 'twp_queued_calls';
$columns = $wpdb->get_col("DESCRIBE $calls_table");
$insert_data = array(
'queue_id' => $extension_data['hold_queue_id'],
'position' => 1 // Reset position in hold queue
),
array('id' => $current_queue['id']),
array('%d', '%d'),
array('%d')
);
if ($result === false) {
return array('success' => false, 'error' => 'Failed to transfer to hold queue');
'call_sid' => $call_sid,
'from_number' => '', // Will be populated by Twilio webhooks
'to_number' => '', // Will be populated by Twilio webhooks
'position' => 1,
'status' => 'waiting'
);
if (in_array('enqueued_at', $columns)) {
$insert_data['enqueued_at'] = current_time('mysql');
} else {
$insert_data['joined_at'] = current_time('mysql');
}
$result = $wpdb->insert($calls_table, $insert_data);
if ($result === false) {
return array('success' => false, 'error' => 'Failed to create hold queue entry');
}
} else {
// Move existing call to hold queue
$result = $wpdb->update(
$wpdb->prefix . 'twp_queued_calls',
array(
'queue_id' => $extension_data['hold_queue_id'],
'position' => 1 // Reset position in hold queue
),
array('id' => $current_queue['id']),
array('%d', '%d'),
array('%d')
);
if ($result === false) {
return array('success' => false, 'error' => 'Failed to transfer to hold queue');
}
}
return array(
@@ -340,7 +366,9 @@ class TWP_User_Queue_Manager {
), ARRAY_A);
if (!$held_call) {
return array('success' => false, 'error' => 'Call not found in hold queue');
// Call might not be in database (browser phone), but we can still resume it
error_log("TWP: Call not found in hold queue database, will resume anyway for SID: {$call_sid}");
// Continue with resume process even without database entry
}
// Determine target queue
@@ -356,20 +384,22 @@ class TWP_User_Queue_Manager {
$target_queue_id
));
// Move call to target queue
$result = $wpdb->update(
$wpdb->prefix . 'twp_queued_calls',
array(
'queue_id' => $target_queue_id,
'position' => $next_position
),
array('id' => $held_call['id']),
array('%d', '%d'),
array('%d')
);
if ($result === false) {
return array('success' => false, 'error' => 'Failed to resume from hold');
// Move call to target queue if it exists in database
if ($held_call) {
$result = $wpdb->update(
$wpdb->prefix . 'twp_queued_calls',
array(
'queue_id' => $target_queue_id,
'position' => $next_position
),
array('id' => $held_call['id']),
array('%d', '%d'),
array('%d')
);
if ($result === false) {
return array('success' => false, 'error' => 'Failed to resume from hold');
}
}
return array(

118
includes/class-twp-webhooks.php
View File

@@ -79,6 +79,13 @@ class TWP_Webhooks {
'permission_callback' => '__return_true'
));
// Extension voicemail webhook (when extension transfer times out)
register_rest_route('twilio-webhook/v1', '/extension-voicemail', array(
'methods' => 'POST',
'callback' => array($this, 'handle_extension_voicemail'),
'permission_callback' => '__return_true'
));
// Agent call status webhook (detect voicemail/no-answer)
register_rest_route('twilio-webhook/v1', '/agent-call-status', array(
'methods' => 'POST',
@@ -272,13 +279,32 @@ class TWP_Webhooks {
'CallStatus' => isset($params['CallStatus']) ? $params['CallStatus'] : ''
);
// Log the browser call
// Log the browser call with agent information
$agent_id = null;
$agent_name = '';
// Extract agent from client identifier (client:agentname format)
if (isset($call_data['From']) && strpos($call_data['From'], 'client:') === 0) {
$agent_username = substr($call_data['From'], 7); // Remove 'client:' prefix
$agent_user = get_user_by('login', $agent_username);
if ($agent_user) {
$agent_id = $agent_user->ID;
$agent_name = $agent_user->display_name;
}
}
TWP_Call_Logger::log_call(array(
'call_sid' => $call_data['CallSid'],
'from_number' => $call_data['From'],
'to_number' => $call_data['To'],
'status' => 'browser_call_initiated',
'actions_taken' => 'Browser phone call initiated'
'workflow_name' => 'Browser Phone Call',
'actions_taken' => json_encode(array(
'agent_id' => $agent_id,
'agent_name' => $agent_name,
'type' => 'browser_phone_outbound',
'from_client' => $call_data['From']
))
));
// For outbound calls from browser, handle caller ID properly
@@ -1138,6 +1164,61 @@ class TWP_Webhooks {
return $this->send_twiml_response($twiml);
}
/**
* Handle extension voicemail when transfer times out or agent doesn't answer
*/
public function handle_extension_voicemail($request) {
$params = $request->get_params();
$user_id = isset($params['user_id']) ? intval($params['user_id']) : 0;
$extension = isset($params['extension']) ? sanitize_text_field($params['extension']) : '';
$dial_status = isset($params['DialCallStatus']) ? $params['DialCallStatus'] : '';
error_log("TWP Extension Voicemail: user_id=$user_id, extension=$extension, dial_status=$dial_status");
// Check if the call was answered
if ($dial_status === 'completed' || $dial_status === 'answered') {
// Call was answered, just hang up
$twiml = '<?xml version="1.0" encoding="UTF-8"?>';
$twiml .= '<Response><Hangup/></Response>';
return $this->send_twiml_response($twiml);
}
// Call was not answered - send to voicemail
$twiml = new \Twilio\TwiML\VoiceResponse();
// Get user details for voicemail prompt
$user = get_user_by('id', $user_id);
$display_name = $user ? $user->display_name : "Extension $extension";
// Get voicemail prompt from personal queue if available
global $wpdb;
$personal_queue = $wpdb->get_row($wpdb->prepare(
"SELECT voicemail_prompt FROM {$wpdb->prefix}twp_call_queues
WHERE user_id = %d AND queue_type = 'personal'",
$user_id
));
$voicemail_prompt = $personal_queue && $personal_queue->voicemail_prompt
? $personal_queue->voicemail_prompt
: sprintf('%s is not available. Please leave a message after the tone.', $display_name);
// Use TTS helper for ElevenLabs support
require_once plugin_dir_path(dirname(__FILE__)) . 'includes/class-twp-tts-helper.php';
$tts_helper = TWP_TTS_Helper::get_instance();
$tts_helper->add_tts_to_twiml($twiml, $voicemail_prompt);
// Record voicemail with proper callback to save to database
$twiml->record([
'action' => home_url('/wp-json/twilio-webhook/v1/voicemail-callback?user_id=' . $user_id),
'maxLength' => 120, // 2 minutes max
'playBeep' => true,
'transcribe' => true,
'transcribeCallback' => home_url('/wp-json/twilio-webhook/v1/transcription?user_id=' . $user_id)
]);
return $this->send_twiml_response($twiml->asXML());
}
/**
* Proxy voicemail audio through WordPress
*/
@@ -1296,6 +1377,7 @@ class TWP_Webhooks {
$call_sid = isset($params['CallSid']) ? $params['CallSid'] : '';
$from = isset($params['From']) ? $params['From'] : '';
$workflow_id = isset($params['workflow_id']) ? intval($params['workflow_id']) : 0;
$user_id = isset($params['user_id']) ? intval($params['user_id']) : 0; // For extension voicemails
// Enhanced customer number detection for voicemails
$customer_number = $from;
@@ -1388,22 +1470,32 @@ class TWP_Webhooks {
error_log('TWP Voicemail Callback: recording_url=' . $recording_url . ', from=' . $from . ', workflow_id=' . $workflow_id . ', call_sid=' . $call_sid);
if ($recording_url) {
// Ensure database schema is up to date for extension voicemails
TWP_Activator::force_table_updates();
// Save voicemail record
global $wpdb;
$table_name = $wpdb->prefix . 'twp_voicemails';
$voicemail_id = $wpdb->insert(
$table_name,
array(
'workflow_id' => $workflow_id,
'from_number' => $from,
'recording_url' => $recording_url,
'duration' => $recording_duration,
'created_at' => current_time('mysql')
),
array('%d', '%s', '%s', '%d', '%s')
$insert_data = array(
'workflow_id' => $workflow_id,
'user_id' => $user_id, // For extension voicemails
'from_number' => $from,
'recording_url' => $recording_url,
'duration' => $recording_duration,
'created_at' => current_time('mysql')
);
$format = array('%d', '%d', '%s', '%s', '%d', '%s');
// If user_id is 0 (not an extension voicemail), set to NULL
if ($user_id === 0) {
$insert_data['user_id'] = null;
$format[1] = 'NULL';
}
$voicemail_id = $wpdb->insert($table_name, $insert_data, $format);
// Log voicemail action
if ($call_sid) {
TWP_Call_Logger::log_action($call_sid, 'Voicemail recorded (' . $recording_duration . 's)');
@@ -2171,7 +2263,7 @@ class TWP_Webhooks {
);
// Set agent to busy
TWP_Agent_Manager::set_agent_status($user_id, 'busy', $call_result['call_sid']);
TWP_Agent_Manager::set_agent_status($user_id, 'busy', $call_result['call_sid'], true);
return true;
}