Fixes #3107 - Improve CTI / open user profile or new ticket screen based on last customer activity.

app/models/cti/driver/base.rb

@@ -134,6 +134,24 @@ class Cti::Driver::Base
 
     customer_id = log.best_customer_id_of_log_entry
 
+    # open user profile if user has a ticket in the last 30 days
+    if customer_id
+      last_activity = Setting.get('cti_customer_last_activity')
+      if Ticket.where(customer_id: customer_id).where('updated_at > ?', last_activity.seconds.ago).exists?
+        PushMessages.send_to(user.id, {
+                               event: 'remote_task',
+                               data:  {
+                                 key:        "User-#{customer_id}",
+                                 controller: 'UserProfile',
+                                 params:     { user_id: customer_id.to_s },
+                                 show:       true,
+                                 url:        "user/profile/#{customer_id}"
+                               },
+                             })
+        return
+      end
+    end
+
     id = rand(999_999_999)
     PushMessages.send_to(user.id, {
                            event: 'remote_task',

db/migrate/20200806122951_cti_user_profile.rb

@@ -0,0 +1,21 @@
+class CtiUserProfile < ActiveRecord::Migration[5.2]
+  def change
+
+    # return if it's a new setup
+    return if !Setting.exists?(name: 'system_init_done')
+
+    Setting.create_if_not_exists(
+      title:       'cti customer last activity',
+      name:        'cti_customer_last_activity',
+      area:        'Integration::Cti',
+      description: 'Defines the range in seconds of customer activity to trigger the user profile dialog on call.',
+      options:     {},
+      state:       30.days,
+      preferences: {
+        prio:       2,
+        permission: ['admin.integration'],
+      },
+      frontend:    false,
+    )
+  end
+end

db/seeds/settings.rb

@@ -4212,6 +4212,19 @@ Setting.create_if_not_exists(
   },
   frontend:    false
 )
+Setting.create_if_not_exists(
+  title:       'cti customer last activity',
+  name:        'cti_customer_last_activity',
+  area:        'Integration::Cti',
+  description: 'Defines the range in seconds of customer activity to trigger the user profile dialog on call.',
+  options:     {},
+  state:       30.days,
+  preferences: {
+    prio:       2,
+    permission: ['admin.integration'],
+  },
+  frontend:    false,
+)
 Setting.create_if_not_exists(
   title:       'Placetel integration',
   name:        'placetel_integration',

spec/system/cti_spec.rb

@@ -0,0 +1,61 @@
+require 'rails_helper'
+
+RSpec.describe 'Caller log', type: %i[system request], authenticated_as: true do # rubocop:disable RSpec/DescribeClass
+  let(:admin) do
+    create(:admin, groups: Group.all)
+  end
+
+  let!(:customer) { create(:customer, phone: '0190333') }
+
+  let(:params) do
+    {
+      direction: 'in',
+      from:      '0190333',
+      to:        '0190111',
+      callId:    '111',
+      cause:     'busy'
+    }
+  end
+
+  def prepare
+    Setting.set('cti_integration', true)
+    Setting.set('cti_token', 'token1234')
+    current_user.update(phone: '0190111')
+  end
+
+  context 'without active tickets' do
+    it 'checks opening of the ticket creation screen after phone call inbound' do
+      prepare
+
+      travel(-2.months)
+      create(:ticket, customer: customer)
+      travel_back
+
+      visit 'cti'
+
+      post "#{Capybara.app_host}/api/v1/cti/token1234", params: params.merge(event: 'newCall'), as: :json
+      post "#{Capybara.app_host}/api/v1/cti/token1234", params: params.merge(event: 'answer', answeringNumber: '0190111' ), as: :json
+
+      within(:active_content) do
+        expect(page).to have_text('New Ticket', wait: 5)
+      end
+    end
+  end
+
+  context 'with active tickets' do
+    it 'checks opening of the user profile screen after phone call inbound with tickets in the last month' do
+      prepare
+
+      create(:ticket, customer: customer)
+
+      visit 'cti'
+
+      post "#{Capybara.app_host}/api/v1/cti/token1234", params: params.merge(event: 'newCall'), as: :json
+      post "#{Capybara.app_host}/api/v1/cti/token1234", params: params.merge(event: 'answer', answeringNumber: '0190111' ), as: :json
+
+      within(:active_content) do
+        expect(page).to have_text(customer.fullname, wait: 5)
+      end
+    end
+  end
+end