code revision
This commit is contained in:
525
includes/class-twp-agent-manager.php
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525
includes/class-twp-agent-manager.php
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@@ -0,0 +1,525 @@
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<?php
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/**
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* Agent management class for handling agent status and call distribution
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*/
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class TWP_Agent_Manager {
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/**
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* Initialize agent manager
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*/
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public static function init() {
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// Add hooks for user profile fields
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add_action('show_user_profile', array(__CLASS__, 'add_user_profile_fields'));
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add_action('edit_user_profile', array(__CLASS__, 'add_user_profile_fields'));
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add_action('personal_options_update', array(__CLASS__, 'save_user_profile_fields'));
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add_action('edit_user_profile_update', array(__CLASS__, 'save_user_profile_fields'));
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}
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/**
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* Add phone number field to user profile
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*/
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public static function add_user_profile_fields($user) {
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?>
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<h3>Twilio Phone Settings</h3>
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<table class="form-table">
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<tr>
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<th><label for="twp_phone_number">Phone Number</label></th>
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<td>
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<input type="text" name="twp_phone_number" id="twp_phone_number"
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value="<?php echo esc_attr(get_user_meta($user->ID, 'twp_phone_number', true)); ?>"
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class="regular-text" placeholder="+1234567890" />
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<p class="description">Your phone number for receiving forwarded calls (include country code)</p>
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</td>
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</tr>
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<tr>
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<th><label for="twp_agent_status">Agent Status</label></th>
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<td>
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<?php
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$status = self::get_agent_status($user->ID);
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?>
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<select name="twp_agent_status" id="twp_agent_status">
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<option value="available" <?php selected($status->status ?? '', 'available'); ?>>Available</option>
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<option value="busy" <?php selected($status->status ?? '', 'busy'); ?>>Busy</option>
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<option value="offline" <?php selected($status->status ?? 'offline', 'offline'); ?>>Offline</option>
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</select>
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<p class="description">Your availability for receiving calls</p>
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</td>
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</tr>
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</table>
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<?php
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}
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/**
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* Save user profile fields
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*/
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public static function save_user_profile_fields($user_id) {
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if (!current_user_can('edit_user', $user_id)) {
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return false;
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}
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// Save phone number with validation
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if (isset($_POST['twp_phone_number'])) {
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$phone_number = sanitize_text_field($_POST['twp_phone_number']);
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// Validate phone number format
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if (!empty($phone_number)) {
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$validation_result = self::validate_phone_number($phone_number);
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if ($validation_result['valid']) {
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// Check for duplicates
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$duplicate_user = self::is_phone_number_duplicate($validation_result['formatted'], $user_id);
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if ($duplicate_user) {
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add_action('admin_notices', function() use ($duplicate_user) {
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echo '<div class="notice notice-error"><p>Phone number already in use by ' . esc_html($duplicate_user->display_name) . '</p></div>';
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});
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} else {
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update_user_meta($user_id, 'twp_phone_number', $validation_result['formatted']);
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}
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} else {
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add_action('admin_notices', function() use ($validation_result) {
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echo '<div class="notice notice-error"><p>Phone number error: ' . esc_html($validation_result['error']) . '</p></div>';
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});
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}
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} else {
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update_user_meta($user_id, 'twp_phone_number', '');
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}
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}
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// Save agent status
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if (isset($_POST['twp_agent_status'])) {
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self::set_agent_status_with_notification($user_id, sanitize_text_field($_POST['twp_agent_status']));
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}
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}
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/**
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* Set agent status
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*/
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public static function set_agent_status($user_id, $status, $call_sid = null) {
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global $wpdb;
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$table_name = $wpdb->prefix . 'twp_agent_status';
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$existing = $wpdb->get_row($wpdb->prepare(
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"SELECT * FROM $table_name WHERE user_id = %d",
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$user_id
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));
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if ($existing) {
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return $wpdb->update(
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$table_name,
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array(
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'status' => $status,
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'current_call_sid' => $call_sid,
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'last_activity' => current_time('mysql')
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),
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array('user_id' => $user_id),
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array('%s', '%s', '%s'),
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array('%d')
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);
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} else {
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return $wpdb->insert(
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$table_name,
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array(
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'user_id' => $user_id,
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'status' => $status,
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'current_call_sid' => $call_sid,
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'last_activity' => current_time('mysql')
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),
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array('%d', '%s', '%s', '%s')
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);
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}
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}
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/**
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* Get agent status
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*/
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public static function get_agent_status($user_id) {
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global $wpdb;
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$table_name = $wpdb->prefix . 'twp_agent_status';
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return $wpdb->get_row($wpdb->prepare(
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"SELECT * FROM $table_name WHERE user_id = %d",
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$user_id
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));
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}
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/**
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* Get available agents
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*/
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public static function get_available_agents($group_id = null) {
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global $wpdb;
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$status_table = $wpdb->prefix . 'twp_agent_status';
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$users_table = $wpdb->prefix . 'users';
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$usermeta_table = $wpdb->prefix . 'usermeta';
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if ($group_id) {
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// Get available agents from a specific group
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$members_table = $wpdb->prefix . 'twp_group_members';
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$query = $wpdb->prepare("
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SELECT
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u.ID as user_id,
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u.display_name,
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um.meta_value as phone_number,
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s.status,
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gm.priority
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FROM $members_table gm
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JOIN $users_table u ON gm.user_id = u.ID
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LEFT JOIN $status_table s ON u.ID = s.user_id
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LEFT JOIN $usermeta_table um ON u.ID = um.user_id AND um.meta_key = 'twp_phone_number'
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WHERE gm.group_id = %d
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AND gm.is_active = 1
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AND (s.status = 'available' OR s.status IS NULL)
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AND um.meta_value IS NOT NULL
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AND um.meta_value != ''
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ORDER BY gm.priority ASC, u.display_name ASC
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", $group_id);
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} else {
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// Get all available agents
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$query = "
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SELECT
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u.ID as user_id,
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u.display_name,
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um.meta_value as phone_number,
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s.status
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FROM $users_table u
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LEFT JOIN $status_table s ON u.ID = s.user_id
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LEFT JOIN $usermeta_table um ON u.ID = um.user_id AND um.meta_key = 'twp_phone_number'
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WHERE (s.status = 'available' OR s.status IS NULL)
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AND um.meta_value IS NOT NULL
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AND um.meta_value != ''
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ORDER BY u.display_name ASC
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";
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}
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return $wpdb->get_results($query);
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}
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/**
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* Accept a queued call
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*/
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public static function accept_queued_call($call_id, $user_id) {
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global $wpdb;
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$calls_table = $wpdb->prefix . 'twp_queued_calls';
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// Get the call details
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$call = $wpdb->get_row($wpdb->prepare(
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"SELECT * FROM $calls_table WHERE id = %d AND status = 'waiting'",
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$call_id
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));
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if (!$call) {
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return array('success' => false, 'error' => 'Call not found or already answered');
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}
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// Get user's phone number
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$phone_number = get_user_meta($user_id, 'twp_phone_number', true);
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if (!$phone_number) {
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return array('success' => false, 'error' => 'No phone number configured for user');
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}
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// Update call status
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$wpdb->update(
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$calls_table,
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array(
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'status' => 'answered',
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'answered_at' => current_time('mysql')
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),
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array('id' => $call_id),
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array('%s', '%s'),
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array('%d')
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);
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// Set agent status to busy
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self::set_agent_status($user_id, 'busy', $call->call_sid);
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// Forward the call to the agent
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$twilio = new TWP_Twilio_API();
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// Create TwiML to redirect the call
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$twiml = new \Twilio\TwiML\VoiceResponse();
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$dial = $twiml->dial();
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$dial->number($phone_number, [
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'statusCallback' => home_url('/wp-json/twilio-webhook/v1/call-status'),
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'statusCallbackEvent' => array('completed')
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]);
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// Update the call with new TwiML
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$result = $twilio->update_call($call->call_sid, array(
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'Twiml' => $twiml->asXML()
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));
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if ($result['success']) {
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// Log the call acceptance
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TWP_Call_Logger::log_call(array(
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'call_sid' => $call->call_sid,
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'from_number' => $call->from_number,
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'to_number' => $phone_number,
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'status' => 'agent_answered',
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'workflow_name' => 'Queue: Agent Accept',
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'actions_taken' => json_encode(array(
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'agent_id' => $user_id,
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'agent_name' => get_userdata($user_id)->display_name,
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'queue_id' => $call->queue_id
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))
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));
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return array('success' => true);
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} else {
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return array('success' => false, 'error' => 'Failed to forward call');
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}
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}
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/**
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* Handle call status callback
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*/
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public static function handle_call_status($call_sid, $status) {
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global $wpdb;
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$status_table = $wpdb->prefix . 'twp_agent_status';
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// If call completed, set agent back to available
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if ($status === 'completed') {
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$agent = $wpdb->get_row($wpdb->prepare(
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"SELECT * FROM $status_table WHERE current_call_sid = %s",
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$call_sid
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));
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if ($agent) {
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self::set_agent_status($agent->user_id, 'available', null);
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}
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}
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}
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/**
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* Initiate simultaneous ring to group members
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*/
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public static function ring_group($group_id, $call_data) {
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$members = TWP_Agent_Groups::get_group_phone_numbers($group_id);
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if (empty($members)) {
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return false;
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}
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$twilio = new TWP_Twilio_API();
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$twiml = new \Twilio\TwiML\VoiceResponse();
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// Play a message while dialing
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$twiml->say('Please wait while we connect your call...', ['voice' => 'alice']);
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// Create a dial with simultaneous ring
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$dial = $twiml->dial([
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'timeout' => 30,
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'action' => home_url('/wp-json/twilio-webhook/v1/dial-status'),
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'method' => 'POST'
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]);
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// Add each member's number to the dial
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foreach ($members as $member) {
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if ($member['phone_number']) {
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$dial->number($member['phone_number'], [
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'statusCallback' => home_url('/wp-json/twilio-webhook/v1/member-status'),
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'statusCallbackEvent' => array('answered', 'completed')
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]);
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}
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}
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// If no one answers, go to voicemail
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$twiml->say('All agents are currently unavailable. Please leave a message after the beep.', ['voice' => 'alice']);
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$twiml->record([
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'maxLength' => 120,
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'transcribe' => true,
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'transcribeCallback' => home_url('/wp-json/twilio-webhook/v1/transcription')
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]);
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return $twiml->asXML();
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}
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/**
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* Get agent dashboard stats
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*/
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public static function get_agent_stats($user_id) {
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global $wpdb;
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$log_table = $wpdb->prefix . 'twp_call_log';
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// Get today's stats
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$today = date('Y-m-d');
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$stats = array(
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'calls_today' => $wpdb->get_var($wpdb->prepare(
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"SELECT COUNT(*) FROM $log_table
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WHERE actions_taken LIKE %s
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AND DATE(created_at) = %s",
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'%"agent_id":' . $user_id . '%',
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$today
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)),
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'total_calls' => $wpdb->get_var($wpdb->prepare(
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"SELECT COUNT(*) FROM $log_table
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WHERE actions_taken LIKE %s",
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'%"agent_id":' . $user_id . '%'
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)),
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'avg_duration' => $wpdb->get_var($wpdb->prepare(
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"SELECT AVG(duration) FROM $log_table
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WHERE actions_taken LIKE %s
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AND duration > 0",
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'%"agent_id":' . $user_id . '%'
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))
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);
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return $stats;
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}
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/**
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* Send SMS notification to agent when they become available
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*/
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public static function notify_agent_availability($user_id, $status) {
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$phone_number = get_user_meta($user_id, 'twp_phone_number', true);
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$sms_number = get_option('twp_sms_notification_number');
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if (empty($phone_number) || empty($sms_number)) {
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return false;
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}
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if ($status === 'available') {
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// Check for waiting calls immediately
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global $wpdb;
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$calls_table = $wpdb->prefix . 'twp_queued_calls';
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$waiting_count = $wpdb->get_var("SELECT COUNT(*) FROM $calls_table WHERE status = 'waiting'");
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if ($waiting_count > 0) {
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$message = "You are now available. There are {$waiting_count} calls waiting. Text '1' to receive the next call.";
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} else {
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$message = "You are now available for calls. You'll receive notifications when calls are waiting.";
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}
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$twilio = new TWP_Twilio_API();
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return $twilio->send_sms($phone_number, $message);
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}
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return true;
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}
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/**
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* Check if agent can receive calls (has phone number and is available)
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*/
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public static function can_agent_receive_calls($user_id) {
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$phone_number = get_user_meta($user_id, 'twp_phone_number', true);
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$status = self::get_agent_status($user_id);
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return !empty($phone_number) && $status && $status->status === 'available';
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}
|
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|
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/**
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* Get agents by group who can receive calls
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*/
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public static function get_available_group_agents($group_id) {
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$group_members = TWP_Agent_Groups::get_group_members($group_id);
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$available_agents = array();
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|
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foreach ($group_members as $member) {
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if (self::can_agent_receive_calls($member->user_id)) {
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$phone_number = get_user_meta($member->user_id, 'twp_phone_number', true);
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if ($phone_number) {
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$available_agents[] = array(
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'user_id' => $member->user_id,
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'phone_number' => $phone_number,
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'priority' => $member->priority
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);
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}
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}
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}
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// Sort by priority (lower numbers = higher priority)
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usort($available_agents, function($a, $b) {
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return $a['priority'] - $b['priority'];
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});
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return $available_agents;
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}
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/**
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* Enhanced set agent status with SMS notifications
|
||||
*/
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public static function set_agent_status_with_notification($user_id, $status, $call_sid = null) {
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$old_status = self::get_agent_status($user_id);
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$result = self::set_agent_status($user_id, $status, $call_sid);
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// Send SMS notification if status changed to available
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if ($result && $status === 'available' && (!$old_status || $old_status->status !== 'available')) {
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self::notify_agent_availability($user_id, $status);
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}
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return $result;
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}
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||||
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||||
/**
|
||||
* Validate phone number format
|
||||
*/
|
||||
public static function validate_phone_number($phone_number) {
|
||||
$phone = trim($phone_number);
|
||||
|
||||
// Remove any non-numeric characters except + and spaces
|
||||
$cleaned = preg_replace('/[^0-9+\s\-\(\)]/', '', $phone);
|
||||
|
||||
// Check if it starts with + (international format)
|
||||
if (strpos($cleaned, '+') === 0) {
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||||
$formatted = preg_replace('/[^0-9+]/', '', $cleaned);
|
||||
|
||||
// Must be at least 10 digits after the +
|
||||
if (strlen($formatted) >= 11 && strlen($formatted) <= 16) {
|
||||
return array(
|
||||
'valid' => true,
|
||||
'formatted' => $formatted
|
||||
);
|
||||
} else {
|
||||
return array(
|
||||
'valid' => false,
|
||||
'error' => 'Phone number must be 10-15 digits with country code (e.g., +1234567890)'
|
||||
);
|
||||
}
|
||||
} else {
|
||||
// Check if it's a US number without country code
|
||||
$digits = preg_replace('/[^0-9]/', '', $cleaned);
|
||||
|
||||
if (strlen($digits) === 10) {
|
||||
// Assume US number, add +1
|
||||
return array(
|
||||
'valid' => true,
|
||||
'formatted' => '+1' . $digits
|
||||
);
|
||||
} else if (strlen($digits) === 11 && substr($digits, 0, 1) === '1') {
|
||||
// US number with 1 prefix
|
||||
return array(
|
||||
'valid' => true,
|
||||
'formatted' => '+' . $digits
|
||||
);
|
||||
} else {
|
||||
return array(
|
||||
'valid' => false,
|
||||
'error' => 'Invalid phone number format. Use +1234567890 or 1234567890 format'
|
||||
);
|
||||
}
|
||||
}
|
||||
}
|
||||
|
||||
/**
|
||||
* Check if phone number is already in use by another agent
|
||||
*/
|
||||
public static function is_phone_number_duplicate($phone_number, $exclude_user_id = null) {
|
||||
$users = get_users(array(
|
||||
'meta_key' => 'twp_phone_number',
|
||||
'meta_value' => $phone_number,
|
||||
'meta_compare' => '='
|
||||
));
|
||||
|
||||
foreach ($users as $user) {
|
||||
if ($exclude_user_id && $user->ID == $exclude_user_id) {
|
||||
continue;
|
||||
}
|
||||
return $user;
|
||||
}
|
||||
|
||||
return false;
|
||||
}
|
||||
}
|
||||
Reference in New Issue
Block a user