# Twilio WordPress Plugin

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

## ⚠️ IMPORTANT: SDK Required

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

## Quick Installation

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

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

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

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

## Requirements

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

## Key Features

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

### 🌐 Browser Phone (WebRTC)
- **In-Browser Calling**: Make and receive calls directly from WordPress admin
- **Twilio Voice SDK v2**: Uses latest SDK for WebRTC functionality
- **Visual Dialpad**: Click-to-dial interface with DTMF support
- **Call Controls**: Mute, hold indicators, call timer
- **Auto-Answer**: Optional automatic call acceptance
- **Queue Integration**: Accept calls from specific queues
- **Token Management**: Automatic token refresh for uninterrupted service

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

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

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

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

### 🎤 Advanced Features
- **Voicemail Transcription**: Automatic speech-to-text
- **Callback System**: Offer callbacks instead of long holds
- **Outbound Calling**: Click-to-call with proper caller ID
- **Multiple Phone Numbers**: Support for multiple business lines
- **Agent Phone Management**: Store and validate agent phone numbers
- **Duplicate Prevention**: Ensures unique phone numbers per agent

## Recent Updates

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

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

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

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

## How It Works

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

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

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

## Configuration

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

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

2. **In WordPress Admin**:
   - Go to **Twilio** → **Phone Numbers**
   - Verify numbers are synchronized
   - Assign workflows to numbers

### Creating Workflows
1. **Navigate to** Twilio → Workflows
2. **Create New Workflow**:
   - Name your workflow
   - Select phone number to assign
   - Add steps using the builder

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

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

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

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

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

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

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

## Voice Configuration

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

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

## Troubleshooting

### Common Issues

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

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

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

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

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

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

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

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

## Database Structure

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

## Webhook Endpoints

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

## Technical Details

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

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

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

## Version History

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

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

## Support

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

## License

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