twilio-wp-plugin/includes/class-twp-voicemail-handler.php

<?php
/**
 * Voicemail Handler
 *
 * Handles voicemail recording prompts and processing
 */
class TWP_Voicemail_Handler {

    /**
     * Create TwiML for voicemail prompt and recording
     *
     * @param string $caller_number Caller's phone number
     * @param int $queue_id Queue ID that timed out
     * @param string $custom_prompt Optional custom voicemail prompt
     * @return string TwiML XML
     */
    public static function create_voicemail_twiml($caller_number, $queue_id = null, $custom_prompt = null) {
        global $wpdb;

        // Get queue information if provided
        $queue = null;
        if ($queue_id) {
            $queue_table = $wpdb->prefix . 'twp_call_queues';
            $queue = $wpdb->get_row($wpdb->prepare(
                "SELECT * FROM $queue_table WHERE id = %d",
                $queue_id
            ));
        }

        // Determine the prompt message
        $prompt_message = $custom_prompt;

        if (!$prompt_message && $queue && !empty($queue->voicemail_prompt)) {
            $prompt_message = $queue->voicemail_prompt;
        }

        if (!$prompt_message) {
            $prompt_message = "We're sorry, but all our agents are currently unavailable. Please leave a message after the tone, and we'll get back to you as soon as possible.";
        }

        // Generate TTS for the prompt
        require_once dirname(__FILE__) . '/class-twp-tts-helper.php';
        $tts_result = TWP_TTS_Helper::text_to_speech($prompt_message);

        // Build TwiML response
        $response = new \Twilio\TwiML\VoiceResponse();

        if ($tts_result['success'] && !empty($tts_result['file_url'])) {
            // Use generated TTS audio
            $response->play($tts_result['file_url']);
        } else {
            // Fallback to Twilio's Say
            $response->say($prompt_message, ['voice' => 'alice']);
        }

        // Record the voicemail
        $record_params = [
            'action' => home_url('/wp-json/twilio-webhook/v1/voicemail-complete'),
            'recordingStatusCallback' => home_url('/wp-json/twilio-webhook/v1/voicemail-callback?' . http_build_query([
                'from' => $caller_number,
                'queue_id' => $queue_id,
                'source' => 'queue_timeout'
            ])),
            'recordingStatusCallbackMethod' => 'POST',
            'maxLength' => 300, // 5 minutes max
            'playBeep' => true,
            'finishOnKey' => '#',
            'transcribe' => true,
            'transcribeCallback' => home_url('/wp-json/twilio-webhook/v1/voicemail-transcription')
        ];

        $response->record($record_params);

        // Thank you message after recording
        $response->say('Thank you for your message. Goodbye.', ['voice' => 'alice']);

        return $response;
    }

    /**
     * Save voicemail to database
     *
     * @param array $voicemail_data Voicemail data
     * @return int|false Voicemail ID or false on failure
     */
    public static function save_voicemail($voicemail_data) {
        global $wpdb;
        $table_name = $wpdb->prefix . 'twp_voicemails';

        $insert_data = array(
            'call_sid' => sanitize_text_field($voicemail_data['call_sid']),
            'from_number' => sanitize_text_field($voicemail_data['from_number']),
            'to_number' => !empty($voicemail_data['to_number']) ? sanitize_text_field($voicemail_data['to_number']) : '',
            'recording_url' => esc_url_raw($voicemail_data['recording_url']),
            'recording_duration' => intval($voicemail_data['recording_duration']),
            'workflow_id' => !empty($voicemail_data['workflow_id']) ? intval($voicemail_data['workflow_id']) : null,
            'queue_id' => !empty($voicemail_data['queue_id']) ? intval($voicemail_data['queue_id']) : null,
            'source' => !empty($voicemail_data['source']) ? sanitize_text_field($voicemail_data['source']) : 'workflow',
            'status' => 'new',
            'received_at' => current_time('mysql')
        );

        $result = $wpdb->insert($table_name, $insert_data);

        if ($result) {
            $voicemail_id = $wpdb->insert_id;

            // Log the voicemail
            if (class_exists('TWP_Call_Logger')) {
                TWP_Call_Logger::log_action(
                    $voicemail_data['call_sid'],
                    'Voicemail recorded from queue timeout (' . $voicemail_data['recording_duration'] . 's)'
                );
            }

            return $voicemail_id;
        }

        return false;
    }

    /**
     * Update voicemail transcription
     *
     * @param int $voicemail_id Voicemail ID
     * @param string $transcription Transcription text
     * @param string $transcription_status Transcription status
     * @return bool Success
     */
    public static function update_transcription($voicemail_id, $transcription, $transcription_status = 'completed') {
        global $wpdb;
        $table_name = $wpdb->prefix . 'twp_voicemails';

        $result = $wpdb->update(
            $table_name,
            array(
                'transcription' => sanitize_textarea_field($transcription),
                'transcription_status' => $transcription_status
            ),
            array('id' => $voicemail_id),
            array('%s', '%s'),
            array('%d')
        );

        // Check for urgent keywords in transcription
        if ($result && !empty($transcription)) {
            self::check_urgent_keywords($voicemail_id, $transcription);
        }

        return $result !== false;
    }

    /**
     * Check transcription for urgent keywords
     *
     * @param int $voicemail_id Voicemail ID
     * @param string $transcription Transcription text
     */
    private static function check_urgent_keywords($voicemail_id, $transcription) {
        global $wpdb;

        // Get urgent keywords from settings
        $urgent_keywords = get_option('twp_urgent_voicemail_keywords', array('urgent', 'emergency', 'asap', 'critical'));
        if (is_string($urgent_keywords)) {
            $urgent_keywords = array_map('trim', explode(',', $urgent_keywords));
        }

        // Check if transcription contains any urgent keywords
        $transcription_lower = strtolower($transcription);
        $found_keyword = null;

        foreach ($urgent_keywords as $keyword) {
            if (stripos($transcription_lower, strtolower(trim($keyword))) !== false) {
                $found_keyword = $keyword;
                break;
            }
        }

        if ($found_keyword) {
            // Mark voicemail as urgent
            $table_name = $wpdb->prefix . 'twp_voicemails';
            $wpdb->update(
                $table_name,
                array('is_urgent' => 1),
                array('id' => $voicemail_id),
                array('%d'),
                array('%d')
            );

            // Send urgent notification
            $voicemail = $wpdb->get_row($wpdb->prepare(
                "SELECT * FROM $table_name WHERE id = %d",
                $voicemail_id
            ));

            if ($voicemail && class_exists('TWP_Notifications')) {
                TWP_Notifications::send_call_notification('urgent_voicemail', array(
                    'type' => 'urgent_voicemail',
                    'from_number' => $voicemail->from_number,
                    'keyword' => $found_keyword,
                    'transcription' => $transcription,
                    'voicemail_id' => $voicemail_id,
                    'admin_url' => admin_url('admin.php?page=twilio-wp-voicemails&voicemail_id=' . $voicemail_id)
                ));
            }

            error_log("TWP Voicemail: Urgent keyword '$found_keyword' detected in voicemail $voicemail_id");
        }
    }

    /**
     * Get voicemail by ID
     *
     * @param int $voicemail_id Voicemail ID
     * @return object|null Voicemail object
     */
    public static function get_voicemail($voicemail_id) {
        global $wpdb;
        $table_name = $wpdb->prefix . 'twp_voicemails';

        return $wpdb->get_row($wpdb->prepare(
            "SELECT * FROM $table_name WHERE id = %d",
            $voicemail_id
        ));
    }
}