code revision
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361
includes/class-twp-call-queue.php
Normal file
361
includes/class-twp-call-queue.php
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<?php
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/**
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* Call queue management class
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*/
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class TWP_Call_Queue {
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/**
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* Add call to queue
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*/
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public static function add_to_queue($queue_id, $call_data) {
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global $wpdb;
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$table_name = $wpdb->prefix . 'twp_queued_calls';
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// Get current position in queue
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$max_position = $wpdb->get_var($wpdb->prepare(
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"SELECT MAX(position) FROM $table_name WHERE queue_id = %d AND status = 'waiting'",
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$queue_id
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));
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$position = $max_position ? $max_position + 1 : 1;
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$result = $wpdb->insert(
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$table_name,
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array(
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'queue_id' => $queue_id,
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'call_sid' => sanitize_text_field($call_data['call_sid']),
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'from_number' => sanitize_text_field($call_data['from_number']),
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'to_number' => sanitize_text_field($call_data['to_number']),
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'position' => $position,
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'status' => 'waiting'
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),
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array('%d', '%s', '%s', '%s', '%d', '%s')
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);
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return $result !== false ? $position : false;
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}
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/**
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* Remove call from queue
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*/
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public static function remove_from_queue($call_sid) {
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global $wpdb;
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$table_name = $wpdb->prefix . 'twp_queued_calls';
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// Get call info before removing
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$call = $wpdb->get_row($wpdb->prepare(
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"SELECT * FROM $table_name WHERE call_sid = %s",
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$call_sid
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));
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if ($call) {
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// Update status
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$wpdb->update(
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$table_name,
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array(
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'status' => 'completed',
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'ended_at' => current_time('mysql')
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),
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array('call_sid' => $call_sid),
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array('%s', '%s'),
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array('%s')
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);
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// Reorder queue positions
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self::reorder_queue($call->queue_id);
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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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* Get next call in queue
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*/
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public static function get_next_call($queue_id) {
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global $wpdb;
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$table_name = $wpdb->prefix . 'twp_queued_calls';
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return $wpdb->get_row($wpdb->prepare(
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"SELECT * FROM $table_name
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WHERE queue_id = %d AND status = 'waiting'
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ORDER BY position ASC
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LIMIT 1",
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$queue_id
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));
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}
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/**
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* Answer queued call
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*/
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public static function answer_call($call_sid, $agent_number) {
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global $wpdb;
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$table_name = $wpdb->prefix . 'twp_queued_calls';
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// Update call status
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$wpdb->update(
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$table_name,
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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('call_sid' => $call_sid),
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array('%s', '%s'),
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array('%s')
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);
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// Connect call to agent
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$twilio = new TWP_Twilio_API();
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$twilio->forward_call($call_sid, $agent_number);
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return true;
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}
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/**
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* Process waiting calls
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*/
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public function process_waiting_calls() {
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global $wpdb;
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$table_name = $wpdb->prefix . 'twp_queued_calls';
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$queue_table = $wpdb->prefix . 'twp_call_queues';
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// Get all active queues
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$queues = $wpdb->get_results("SELECT * FROM $queue_table");
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foreach ($queues as $queue) {
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// Check for timed out calls
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$timeout_time = date('Y-m-d H:i:s', strtotime('-' . $queue->timeout_seconds . ' seconds'));
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$timed_out_calls = $wpdb->get_results($wpdb->prepare(
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"SELECT * FROM $table_name
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WHERE queue_id = %d
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AND status = 'waiting'
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AND joined_at <= %s",
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$queue->id,
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$timeout_time
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));
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foreach ($timed_out_calls as $call) {
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// Handle timeout
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$this->handle_timeout($call, $queue);
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}
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// Update caller positions and play position messages
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$this->update_queue_positions($queue->id);
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}
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}
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/**
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* Handle call timeout
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*/
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private function handle_timeout($call, $queue) {
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global $wpdb;
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$table_name = $wpdb->prefix . 'twp_queued_calls';
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// Update status
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$wpdb->update(
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$table_name,
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array(
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'status' => 'timeout',
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'ended_at' => current_time('mysql')
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),
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array('id' => $call->id),
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array('%s', '%s'),
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array('%d')
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);
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// Offer callback instead of hanging up
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$callback_twiml = TWP_Callback_Manager::create_callback_twiml($queue->id, $call->from_number);
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$twilio = new TWP_Twilio_API();
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$twilio->update_call($call->call_sid, array(
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'Twiml' => $callback_twiml
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));
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// Reorder queue
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self::reorder_queue($queue->id);
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}
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/**
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* Update queue positions
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*/
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private function update_queue_positions($queue_id) {
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global $wpdb;
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$table_name = $wpdb->prefix . 'twp_queued_calls';
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$waiting_calls = $wpdb->get_results($wpdb->prepare(
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"SELECT * FROM $table_name
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WHERE queue_id = %d AND status = 'waiting'
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ORDER BY position ASC",
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$queue_id
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));
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foreach ($waiting_calls as $index => $call) {
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$position = $index + 1;
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// Update position if changed
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if ($call->position != $position) {
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$wpdb->update(
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$table_name,
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array('position' => $position),
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array('id' => $call->id),
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array('%d'),
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array('%d')
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);
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}
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// Announce position every 30 seconds
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$last_announcement = get_transient('twp_queue_announce_' . $call->call_sid);
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if (!$last_announcement) {
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$this->announce_position($call, $position);
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set_transient('twp_queue_announce_' . $call->call_sid, true, 30);
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}
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}
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}
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/**
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* Announce queue position
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*/
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private function announce_position($call, $position) {
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$twilio = new TWP_Twilio_API();
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$elevenlabs = new TWP_ElevenLabs_API();
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$message = "You are currently number $position in the queue. Please hold and an agent will be with you shortly.";
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// Generate TTS audio
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$audio_result = $elevenlabs->text_to_speech($message);
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if ($audio_result['success']) {
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// Create TwiML with audio
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$twiml = new SimpleXMLElement('<?xml version="1.0" encoding="UTF-8"?><Response></Response>');
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$play = $twiml->addChild('Play', $audio_result['file_url']);
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$play->addAttribute('loop', '0');
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// Add wait music
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$queue = self::get_queue($call->queue_id);
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if ($queue && $queue->wait_music_url) {
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$play_music = $twiml->addChild('Play', $queue->wait_music_url);
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$play_music->addAttribute('loop', '0');
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}
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$twilio->update_call($call->call_sid, array(
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'Twiml' => $twiml->asXML()
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));
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}
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}
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/**
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* Reorder queue positions
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*/
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private static function reorder_queue($queue_id) {
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global $wpdb;
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$table_name = $wpdb->prefix . 'twp_queued_calls';
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$waiting_calls = $wpdb->get_results($wpdb->prepare(
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"SELECT id FROM $table_name
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WHERE queue_id = %d AND status = 'waiting'
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ORDER BY position ASC",
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$queue_id
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));
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foreach ($waiting_calls as $index => $call) {
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$wpdb->update(
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$table_name,
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array('position' => $index + 1),
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array('id' => $call->id),
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array('%d'),
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array('%d')
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);
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}
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}
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/**
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* Create queue
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*/
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public static function create_queue($data) {
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global $wpdb;
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$table_name = $wpdb->prefix . 'twp_call_queues';
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return $wpdb->insert(
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$table_name,
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array(
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'queue_name' => sanitize_text_field($data['queue_name']),
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'max_size' => intval($data['max_size']),
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'wait_music_url' => esc_url_raw($data['wait_music_url']),
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'tts_message' => sanitize_textarea_field($data['tts_message']),
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'timeout_seconds' => intval($data['timeout_seconds'])
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),
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array('%s', '%d', '%s', '%s', '%d')
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);
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}
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/**
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* Get queue
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*/
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public static function get_queue($queue_id) {
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global $wpdb;
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$table_name = $wpdb->prefix . 'twp_call_queues';
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return $wpdb->get_row($wpdb->prepare(
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"SELECT * FROM $table_name WHERE id = %d",
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$queue_id
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));
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}
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/**
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* Get all queues
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*/
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public static function get_all_queues() {
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global $wpdb;
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$table_name = $wpdb->prefix . 'twp_call_queues';
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return $wpdb->get_results("SELECT * FROM $table_name ORDER BY queue_name ASC");
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}
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/**
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* Delete queue
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*/
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public static function delete_queue($queue_id) {
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global $wpdb;
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$queue_table = $wpdb->prefix . 'twp_call_queues';
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$calls_table = $wpdb->prefix . 'twp_queued_calls';
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// First delete all queued calls for this queue
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$wpdb->delete($calls_table, array('queue_id' => $queue_id), array('%d'));
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// Then delete the queue itself
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return $wpdb->delete($queue_table, array('id' => $queue_id), array('%d'));
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}
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/**
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* Get queue status
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*/
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public static function get_queue_status() {
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global $wpdb;
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$queue_table = $wpdb->prefix . 'twp_call_queues';
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$calls_table = $wpdb->prefix . 'twp_queued_calls';
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$queues = $wpdb->get_results("SELECT * FROM $queue_table");
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$status = array();
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foreach ($queues as $queue) {
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$waiting_count = $wpdb->get_var($wpdb->prepare(
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"SELECT COUNT(*) FROM $calls_table WHERE queue_id = %d AND status = 'waiting'",
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$queue->id
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));
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$status[] = array(
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'queue_id' => $queue->id,
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'queue_name' => $queue->queue_name,
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'waiting_calls' => $waiting_count,
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'max_size' => $queue->max_size,
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'available_slots' => $queue->max_size - $waiting_count
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);
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}
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return $status;
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}
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}
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