Added caller id lookup to cti feature.

Gemfile

@@ -85,6 +85,7 @@ gem 'net-ldap'
 gem 'writeexcel'
 gem 'icalendar'
 gem 'browser'
+gem 'phony'
 
 # integrations
 gem 'slack-notifier'

Gemfile.lock

@@ -135,7 +135,7 @@ GEM
       addressable
       faraday
       multi_json
-    libv8 (3.16.14.13)
+    libv8 (3.16.14.15)
     listen (3.1.1)
       rb-fsevent (>= 0.9.3)
       rb-inotify (>= 0.9.7)
@@ -150,7 +150,7 @@ GEM
     mime-types (2.99.1)
     mini_portile2 (2.0.0)
     minitest (5.8.4)
-    multi_json (1.11.2)
+    multi_json (1.11.3)
     multi_xml (0.5.5)
     multipart-post (2.0.0)
     mysql2 (0.3.20)
@@ -191,8 +191,9 @@ GEM
     omniauth-twitter (1.2.1)
       json (~> 1.3)
       omniauth-oauth (~> 1.1)
-    parser (2.3.0.7)
+    parser (2.3.1.0)
       ast (~> 2.2)
+    phony (2.15.21)
     pluginator (1.3.0)
     power_assert (0.2.7)
     powerpack (0.1.1)
@@ -246,7 +247,7 @@ GEM
       rainbow (>= 1.99.1, < 3.0)
       ruby-progressbar (~> 1.7)
       unicode-display_width (~> 1.0, >= 1.0.1)
-    ruby-progressbar (1.7.5)
+    ruby-progressbar (1.8.0)
     rubyzip (1.2.0)
     sass (3.4.22)
     sass-rails (5.0.4)
@@ -354,6 +355,7 @@ DEPENDENCIES
   omniauth-google-oauth2
   omniauth-linkedin
   omniauth-twitter
+  phony
   pre-commit
   puma
   rack-livereload

app/assets/javascripts/app/controllers/cti.coffee

@@ -75,7 +75,6 @@ class App.CTI extends App.Controller
       url: '#cti'
       title: title
     )
-    App.OnlineNotification.play()
 
   featureActive: =>
     return true

app/controllers/integration/sipgate_controller.rb

@@ -8,7 +8,7 @@ class Integration::SipgateController < ApplicationController
   def index
     return if !authentication_check
     return if deny_if_not_role('CTI')
-    list = Cti::Log.order('created_at DESC').limit(60)
+    list = Cti::Log.order('created_at DESC, id DESC').limit(60)
     render json: list
   end
 
@@ -130,8 +130,10 @@ class Integration::SipgateController < ApplicationController
     to_comment = nil
     if params['direction'] == 'in'
       to_comment = user
+      from_comment = update_log_item('from')
     else
       from_comment = user
+      to_comment = update_log_item('to')
     end
     comment = nil
     if params['cause']
@@ -178,6 +180,37 @@ class Integration::SipgateController < ApplicationController
 
   end
 
+  def update_log_item(direction)
+    from_comment_known = ''
+    from_comment_maybe = ''
+    caller_ids = Cti::CallerId.lookup(params[direction])
+    caller_ids.each {|record|
+      comment = ''
+      if record.user_id
+        user = User.lookup(id: record.user_id)
+        if user
+          comment += user.fullname
+        end
+      elsif !record.comment.empty?
+        comment += record.comment
+      end
+      if record.level == 'known'
+        if !from_comment_known.empty?
+          from_comment_known += ','
+        end
+        from_comment_known += comment
+      else
+        if !from_comment_maybe.empty?
+          from_comment_maybe += ','
+        end
+        from_comment_maybe += comment
+      end
+    }
+    return from_comment_known if !from_comment_known.empty?
+    return "maybe #{from_comment_maybe}" if !from_comment_maybe.empty?
+    nil
+  end
+
   def xml_error(error)
     xml = Builder::XmlMarkup.new(indent: 2)
     xml.instruct!

app/models/cti/caller_id.rb

@@ -0,0 +1,217 @@
+module Cti
+  class CallerId < ApplicationModel
+    self.table_name = 'cti_caller_ids'
+
+=begin
+
+  Cti::CallerId.maybe_add(
+    caller_id: '49123456789',
+    comment: 'Hairdresser Bob Smith, San Francisco', #optional
+    level: 'maybe', # known|maybe
+    user_id: 1, # optional
+    object: 'Ticket',
+    o_id: 123,
+  )
+
+=end
+
+    def self.maybe_add(data)
+      records = Cti::CallerId.where(
+        caller_id: data[:caller_id],
+        level: data[:level],
+        object: data[:object],
+        o_id: data[:o_id],
+        user_id: data[:user_id],
+      )
+      return if records[0]
+      Cti::CallerId.create(
+        caller_id: data[:caller_id],
+        comment: data[:comment],
+        level: data[:level],
+        object: data[:object],
+        o_id: data[:o_id],
+        user_id: data[:user_id],
+      )
+    end
+
+=begin
+
+  caller_id_records = Cti::CallerId.lookup('49123456789')
+
+returns
+
+ [record1, record2, ...]
+
+=end
+
+    def self.lookup(caller_id)
+      Cti::CallerId.where(
+        caller_id: caller_id,
+      ).order('id DESC')
+    end
+
+=begin
+
+  Cti::CallerId.build(ticket)
+
+=end
+
+    def self.build(record)
+      map = config
+      level = nil
+      model = nil
+      map.each {|item|
+        next if item[:model] != record.class
+        level = item[:level]
+        model = item[:model]
+      }
+      return if !level || !model
+      build_item(record, model, level)
+    end
+
+=begin
+
+  Cti::CallerId.build_item(record, model, level)
+
+=end
+
+    def self.build_item(record, model, level)
+
+      # use first customer article
+      if model == Ticket
+        article = record.articles.first
+        return if !article
+        return if article.sender.name != 'Customer'
+        record = article
+      end
+
+      # set user id
+      user_id = record[:created_by_id]
+      if model == User
+        user_id = record.id
+      end
+      return if !user_id
+
+      # get caller ids
+      caller_ids = []
+      attributes = record.attributes
+      attributes.each {|_attribute, value|
+        next if value.class != String
+        next if value.empty?
+        local_caller_ids = Cti::CallerId.parse_text(value)
+        next if local_caller_ids.empty?
+        caller_ids = caller_ids.concat(local_caller_ids)
+      }
+
+      # store caller ids
+      Cti::CallerId.where(object: model.to_s, o_id: record.id).destroy_all
+      caller_ids.each {|caller_id|
+        Cti::CallerId.maybe_add(
+          caller_id: caller_id,
+          level: level,
+          object: model.to_s,
+          o_id: record.id,
+          user_id: user_id,
+        )
+      }
+      true
+    end
+
+=begin
+
+  Cti::CallerId.rebuild
+
+=end
+
+    def self.rebuild
+      map = config
+      map.each {|item|
+        level = item[:level]
+        model = item[:model]
+        item[:model].find_each(batch_size: 500) do |record|
+          build_item(record, model, level)
+        end
+      }
+    end
+
+=begin
+
+  Cti::CallerId.config
+
+returns
+
+  [
+    {
+      model: User,
+      level: 'known',
+    },
+    {
+      model: Ticket,
+      level: 'maybe',
+    },
+  ]
+
+=end
+
+    def self.config
+      [
+        {
+          model: User,
+          level: 'known',
+        },
+        {
+          model: Ticket,
+          level: 'maybe',
+        },
+      ]
+    end
+
+=begin
+
+  caller_ids = Cti::CallerId.parse_text('...')
+
+returns
+
+  ['49123456789', '49987654321']
+
+=end
+
+    def self.parse_text(text)
+      caller_ids = []
+
+      # 022 1234567
+      # 021 123 2345
+      # 0271233211
+      # 021-233-9123
+      # 09 123 32112
+      # 021 2331231 or 021 321123123
+      # 622 32281
+      # 5754321
+      # 092213212
+      # (09)1234321
+      # +41 30 53 00 00 000
+      # +42 160 0000000
+      # +43 (0) 30 60 00 00 00-0
+      # 0043 (0) 30 60 00 00 00-0
+
+      default_country_id = '49'
+      text.gsub!(/([\d|\s|\-|\(|\)]{6,26})/) {
+        number = $1.strip
+        number.sub!(/^00/, '')
+        number.sub!(/\(0\)/, '')
+        number.gsub!(/(\s|\-|\(|\))/, '')
+        if !Phony.plausible?(number)
+          if number =~ /^0/
+            number.gsub!(/^0/, default_country_id)
+          else
+            number = "#{default_country_id}#{number}"
+          end
+          next if !Phony.plausible?(number)
+        end
+        caller_ids.push number
+      }
+      caller_ids
+    end
+
+  end
+end

db/migrate/20160428000001_create_cti_caller_id.rb

@@ -0,0 +1,19 @@
+class CreateCtiCallerId < ActiveRecord::Migration
+  def up
+
+    create_table :cti_caller_ids do |t|
+      t.string  :caller_id,              limit: 100, null: false
+      t.string  :comment,                limit: 500, null: true
+      t.string  :level,                  limit: 100, null: false
+      t.string  :object,                 limit: 100, null: false
+      t.integer :o_id,                               null: false
+      t.integer :user_id,                            null: true
+      t.timestamps                                   null: false
+    end
+    add_index :cti_caller_ids, [:caller_id]
+    add_index :cti_caller_ids, [:caller_id, :level]
+    add_index :cti_caller_ids, [:caller_id, :user_id]
+    add_index :cti_caller_ids, [:object, :o_id]
+
+  end
+end

test/integration/sipgate_controller_test.rb

@@ -82,6 +82,44 @@ class SipgateControllerTest < ActionDispatch::IntegrationTest
       created_by_id: 1,
     )
 
+    customer1 = User.create_or_update(
+      login: 'ticket-caller_id_sipgate-customer1@example.com',
+      firstname: 'CallerId',
+      lastname: 'Customer1',
+      email: 'ticket-caller_id_sipgate-customer1@example.com',
+      password: 'customerpw',
+      active: true,
+      phone: '+49 99999 222222',
+      fax: '+49 99999 222223',
+      mobile: '+4912347114711',
+      note: 'Phone at home: +49 99999 222224',
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
+    customer2 = User.create_or_update(
+      login: 'ticket-caller_id_sipgate-customer2@example.com',
+      firstname: 'CallerId',
+      lastname: 'Customer2',
+      email: 'ticket-caller_id_sipgate-customer2@example.com',
+      password: 'customerpw',
+      active: true,
+      phone: '+49 99999 222222 2',
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
+    customer3 = User.create_or_update(
+      login: 'ticket-caller_id_sipgate-customer3@example.com',
+      firstname: 'CallerId',
+      lastname: 'Customer3',
+      email: 'ticket-caller_id_sipgate-customer3@example.com',
+      password: 'customerpw',
+      active: true,
+      phone: '+49 99999 222222 2',
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
+    Cti::CallerId.rebuild
+
   end
 
   test 'basic call' do
@@ -223,6 +261,7 @@ class SipgateControllerTest < ActionDispatch::IntegrationTest
     assert_equal('4912347114711', log.to)
     assert_equal('out', log.direction)
     assert_equal('user 1', log.from_comment)
+    assert_equal('CallerId Customer1', log.to_comment)
     assert_equal(nil, log.comment)
     assert_equal('newCall', log.state)
     assert_equal(true, log.done)
@@ -237,6 +276,7 @@ class SipgateControllerTest < ActionDispatch::IntegrationTest
     assert_equal('4912347114711', log.to)
     assert_equal('out', log.direction)
     assert_equal('user 1', log.from_comment)
+    assert_equal('CallerId Customer1', log.to_comment)
     assert_equal('cancel', log.comment)
     assert_equal('hangup', log.state)
     assert_equal(true, log.done)
@@ -251,6 +291,7 @@ class SipgateControllerTest < ActionDispatch::IntegrationTest
     assert_equal('4912347114711', log.to)
     assert_equal('out', log.direction)
     assert_equal('user 1', log.from_comment)
+    assert_equal('CallerId Customer1', log.to_comment)
     assert_equal(nil, log.comment)
     assert_equal('newCall', log.state)
     assert_equal(true, log.done)
@@ -265,6 +306,7 @@ class SipgateControllerTest < ActionDispatch::IntegrationTest
     assert_equal('4912347114711', log.to)
     assert_equal('out', log.direction)
     assert_equal('user 1', log.from_comment)
+    assert_equal('CallerId Customer1', log.to_comment)
     assert_equal(nil, log.comment)
     assert_equal('answer', log.state)
     assert_equal(true, log.done)
@@ -279,6 +321,7 @@ class SipgateControllerTest < ActionDispatch::IntegrationTest
     assert_equal('4912347114711', log.to)
     assert_equal('out', log.direction)
     assert_equal('user 1', log.from_comment)
+    assert_equal('CallerId Customer1', log.to_comment)
     assert_equal('normalClearing', log.comment)
     assert_equal('hangup', log.state)
     assert_equal(true, log.done)
@@ -293,6 +336,7 @@ class SipgateControllerTest < ActionDispatch::IntegrationTest
     assert_equal('4912347114711', log.from)
     assert_equal('in', log.direction)
     assert_equal('user 1', log.to_comment)
+    assert_equal('CallerId Customer1', log.from_comment)
     assert_equal(nil, log.comment)
     assert_equal('newCall', log.state)
     assert_equal(true, log.done)
@@ -307,6 +351,7 @@ class SipgateControllerTest < ActionDispatch::IntegrationTest
     assert_equal('4912347114711', log.from)
     assert_equal('in', log.direction)
     assert_equal('user 1', log.to_comment)
+    assert_equal('CallerId Customer1', log.from_comment)
     assert_equal(nil, log.comment)
     assert_equal('answer', log.state)
     assert_equal(true, log.done)
@@ -321,6 +366,7 @@ class SipgateControllerTest < ActionDispatch::IntegrationTest
     assert_equal('4912347114711', log.from)
     assert_equal('in', log.direction)
     assert_equal('user 1', log.to_comment)
+    assert_equal('CallerId Customer1', log.from_comment)
     assert_equal('normalClearing', log.comment)
     assert_equal('hangup', log.state)
     assert_equal(true, log.done)
@@ -335,6 +381,7 @@ class SipgateControllerTest < ActionDispatch::IntegrationTest
     assert_equal('4912347114711', log.from)
     assert_equal('in', log.direction)
     assert_equal('user 1,user 2', log.to_comment)
+    assert_equal('CallerId Customer1', log.from_comment)
     assert_equal(nil, log.comment)
     assert_equal('newCall', log.state)
     assert_equal(true, log.done)
@@ -349,6 +396,7 @@ class SipgateControllerTest < ActionDispatch::IntegrationTest
     assert_equal('4912347114711', log.from)
     assert_equal('in', log.direction)
     assert_equal('voicemail', log.to_comment)
+    assert_equal('CallerId Customer1', log.from_comment)
     assert_equal(nil, log.comment)
     assert_equal('answer', log.state)
     assert_equal(true, log.done)
@@ -363,6 +411,7 @@ class SipgateControllerTest < ActionDispatch::IntegrationTest
     assert_equal('4912347114711', log.from)
     assert_equal('in', log.direction)
     assert_equal('voicemail', log.to_comment)
+    assert_equal('CallerId Customer1', log.from_comment)
     assert_equal('normalClearing', log.comment)
     assert_equal('hangup', log.state)
     assert_equal(false, log.done)
@@ -377,6 +426,7 @@ class SipgateControllerTest < ActionDispatch::IntegrationTest
     assert_equal('4912347114711', log.from)
     assert_equal('in', log.direction)
     assert_equal('user 1,user 2', log.to_comment)
+    assert_equal('CallerId Customer1', log.from_comment)
     assert_equal(nil, log.comment)
     assert_equal('newCall', log.state)
     assert_equal(true, log.done)
@@ -391,10 +441,26 @@ class SipgateControllerTest < ActionDispatch::IntegrationTest
     assert_equal('4912347114711', log.from)
     assert_equal('in', log.direction)
     assert_equal('user 1,user 2', log.to_comment)
+    assert_equal('CallerId Customer1', log.from_comment)
     assert_equal('normalClearing', log.comment)
     assert_equal('hangup', log.state)
     assert_equal(false, log.done)
 
+    # inbound - IV - new call
+    params = 'event=newCall&direction=in&to=4930600000000&from=49999992222222&callId=1234567890-6&user%5B%5D=user+1,user+2'
+    post '/api/v1/sipgate/in', params
+    assert_response(200)
+    log = Cti::Log.find_by(call_id: '1234567890-6')
+    assert(log)
+    assert_equal('4930600000000', log.to)
+    assert_equal('49999992222222', log.from)
+    assert_equal('in', log.direction)
+    assert_equal('user 1,user 2', log.to_comment)
+    assert_equal('CallerId Customer3,CallerId Customer2', log.from_comment)
+    assert_equal(nil, log.comment)
+    assert_equal('newCall', log.state)
+    assert_equal(true, log.done)
+
     # get caller list
     get '/api/v1/cti/log'
     assert_response(401)
@@ -405,15 +471,20 @@ class SipgateControllerTest < ActionDispatch::IntegrationTest
     assert_response(200)
     result = JSON.parse(@response.body)
     assert_equal(result.class, Array)
-    assert_equal(5, result.count)
+    assert_equal(6, result.count)
-    assert_equal('hangup', result[1]['state'])
+    assert_equal('1234567890-6', result[0]['call_id'])
-    assert_equal('4930777000000', result[1]['from'])
+    assert_equal('1234567890-5', result[1]['call_id'])
-    assert_equal('user 1', result[1]['from_comment'])
+    assert_equal('1234567890-4', result[2]['call_id'])
-    assert_equal('4912347114711', result[1]['to'])
+    assert_equal('1234567890-3', result[3]['call_id'])
-    assert_equal(nil, result[1]['to_comment'])
+    assert_equal('1234567890-2', result[4]['call_id'])
-    assert_equal('1234567890-2', result[1]['call_id'])
+    assert_equal('hangup', result[4]['state'])
-    assert_equal('normalClearing', result[1]['comment'])
+    assert_equal('4930777000000', result[4]['from'])
-    assert_equal('hangup', result[1]['state'])
+    assert_equal('user 1', result[4]['from_comment'])
+    assert_equal('4912347114711', result[4]['to'])
+    assert_equal('CallerId Customer1', result[4]['to_comment'])
+    assert_equal('normalClearing', result[4]['comment'])
+    assert_equal('hangup', result[4]['state'])
+    assert_equal('1234567890-1', result[5]['call_id'])
 
   end
 

test/unit/cti_caller_id_test.rb

@@ -0,0 +1,249 @@
+# encoding: utf-8
+require 'test_helper'
+
+class CtiCallerIdTest < ActiveSupport::TestCase
+
+  test '1 parse possible phone numbers in text' do
+    text = "some text\ntest 123"
+    result = []
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+    text = '0049 1234 123456789'
+    result = ['491234123456789']
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+    text = '022 1234567'
+    result = ['49221234567']
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+    text = '0271233211'
+    result = ['49271233211']
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+    text = '021-233-9123'
+    result = ['49212339123']
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+    text = '09 123 32112'
+    result = ['49912332112']
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+    text = '021 2331231'
+    result = ['49212331231']
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+    text = '021 321123123'
+    result = ['4921321123123']
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+    text = '622 32281'
+    result = ['4962232281']
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+    text = '5754321'
+    result = ['495754321']
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+    text = '092213212'
+    result = ['4992213212']
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+    text = '(09)1234321'
+    result = ['4991234321']
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+    text = '+49 30 53 00 00 000'
+    result = ['4930530000000']
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+    text = '+49 160 0000000'
+    result = ['491600000000']
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+    text = '+49 (0) 30 60 00 00 00-0'
+    result = ['4930600000000']
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+    text = '0043 (0) 30 60 00 00 00-0'
+    result = ['4330600000000']
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+    text = '0043 30 60 00 00 00-0'
+    result = ['4330600000000']
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+    text = '1-888-407-4747'
+    result = ['18884074747']
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+    text = 'Lorem ipsum dolor sit amet, consectetuer +49 (0) 30 60 00 00 00-0 adipiscing elit. Aenean commodo ligula eget dolor. Aenean massa. Cum sociis natoque penatibus et magnis dis parturient montes, nascetur ridiculus mus. Donec quam felis, ultricies nec, pellentesque eu, pretium quis, sem. Nulla consequat massa quis enim. Donec pede justo, fringilla vel.'
+    result = ['4930600000000']
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+    text = "GS Oberalteich\nTelefon  09422 1000 Telefax 09422 805000\nE-Mail:  "
+    result = %w(4994221000 499422805000)
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+    text = 'Tel +41 81 288 63 93 / +41 76 346 72 14 ...'
+    result = %w(41812886393 41763467214)
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+    text = "P: +1 (949) 431 0000\nF: +1 (949) 431 0001\nW: http://znuny"
+    result = %w(19494310000 19494310001)
+    assert_equal(result, Cti::CallerId.parse_text(text))
+
+  end
+
+  test '2 lookups' do
+
+    Ticket.destroy_all
+    Cti::CallerId.destroy_all
+
+    agent1 = User.create_or_update(
+      login: 'ticket-caller_id-agent1@example.com',
+      firstname: 'CallerId',
+      lastname: 'Agent1',
+      email: 'ticket-caller_id-agent1@example.com',
+      password: 'agentpw',
+      active: true,
+      phone: '+49 1111 222222',
+      fax: '+49 1111 222223',
+      mobile: '+49 1111 222223',
+      note: 'Phone at home: +49 1111 222224',
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
+    agent2 = User.create_or_update(
+      login: 'ticket-caller_id-agent2@example.com',
+      firstname: 'CallerId',
+      lastname: 'Agent2',
+      email: 'ticket-caller_id-agent2@example.com',
+      password: 'agentpw',
+      phone: '+49 2222 222222',
+      note: 'Phone at home: <b>+49 2222 222224</b>',
+      active: true,
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
+    agent3 = User.create_or_update(
+      login: 'ticket-caller_id-agent3@example.com',
+      firstname: 'CallerId',
+      lastname: 'Agent3',
+      email: 'ticket-caller_id-agent3@example.com',
+      password: 'agentpw',
+      phone: '+49 2222 222222',
+      active: true,
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
+
+    customer1 = User.create_or_update(
+      login: 'ticket-caller_id-customer1@example.com',
+      firstname: 'CallerId',
+      lastname: 'Customer1',
+      email: 'ticket-caller_id-customer1@example.com',
+      password: 'customerpw',
+      active: true,
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
+
+    Cti::CallerId.rebuild
+
+    caller_ids = Cti::CallerId.lookup('491111222277')
+    assert_equal(0, caller_ids.count)
+
+    caller_ids = Cti::CallerId.lookup('491111222223')
+    assert_equal(1, caller_ids.count)
+    assert_equal(agent1.id, caller_ids[0].user_id)
+    assert_equal('known', caller_ids[0].level)
+
+    caller_ids = Cti::CallerId.lookup('492222222222')
+    assert_equal(2, caller_ids.count)
+    assert_equal(agent3.id, caller_ids[0].user_id)
+    assert_equal('known', caller_ids[0].level)
+    assert_equal(agent2.id, caller_ids[1].user_id)
+    assert_equal('known', caller_ids[1].level)
+
+    # create ticket in group
+    ticket1 = Ticket.create(
+      title: 'some caller id test 1',
+      group: Group.lookup(name: 'Users'),
+      customer: customer1,
+      state: Ticket::State.lookup(name: 'new'),
+      priority: Ticket::Priority.lookup(name: '2 normal'),
+      updated_by_id: agent1.id,
+      created_by_id: agent1.id,
+    )
+    article1 = Ticket::Article.create(
+      ticket_id: ticket1.id,
+      from: 'some_sender@example.com',
+      to: 'some_recipient@example.com',
+      subject: 'some subject',
+      message_id: 'some@id',
+      body: "some message\nFon (GEL): +49 111 366-1111 Mi-Fr
+Fon (LIN): +49 222 6112222 Mo-Di
+Mob: +49 333 8362222",
+      internal: false,
+      sender: Ticket::Article::Sender.where(name: 'Customer').first,
+      type: Ticket::Article::Type.where(name: 'email').first,
+      updated_by_id: customer1.id,
+      created_by_id: customer1.id,
+    )
+    assert(ticket1)
+
+    # create ticket in group
+    ticket2 = Ticket.create(
+      title: 'some caller id test 2',
+      group: Group.lookup(name: 'Users'),
+      customer: customer1,
+      state: Ticket::State.lookup(name: 'new'),
+      priority: Ticket::Priority.lookup(name: '2 normal'),
+      updated_by_id: agent1.id,
+      created_by_id: agent1.id,
+    )
+    article2 = Ticket::Article.create(
+      ticket_id: ticket2.id,
+      from: 'some_sender@example.com',
+      to: 'some_recipient@example.com',
+      subject: 'some subject',
+      message_id: 'some@id',
+      body: "some message\nFon (GEL): +49 111 111-1111 Mi-Fr
+Fon (LIN): +49 222 1112222 Mo-Di
+Mob: +49 333 1112222",
+      internal: false,
+      sender: Ticket::Article::Sender.where(name: 'Agent').first,
+      type: Ticket::Article::Type.where(name: 'email').first,
+      updated_by_id: agent1.id,
+      created_by_id: agent1.id,
+    )
+    assert(ticket2)
+
+    Cti::CallerId.rebuild
+
+    caller_ids = Cti::CallerId.lookup('491111222277')
+    assert_equal(0, caller_ids.count)
+
+    caller_ids = Cti::CallerId.lookup('491111222223')
+    assert_equal(1, caller_ids.count)
+    assert_equal(agent1.id, caller_ids[0].user_id)
+    assert_equal('known', caller_ids[0].level)
+
+    caller_ids = Cti::CallerId.lookup('492222222222')
+    assert_equal(2, caller_ids.count)
+    assert_equal(agent3.id, caller_ids[0].user_id)
+    assert_equal('known', caller_ids[0].level)
+    assert_equal(agent2.id, caller_ids[1].user_id)
+    assert_equal('known', caller_ids[1].level)
+
+    caller_ids = Cti::CallerId.lookup('492226112222')
+    assert_equal(1, caller_ids.count)
+    assert_equal(customer1.id, caller_ids[0].user_id)
+    assert_equal('maybe', caller_ids[0].level)
+
+    caller_ids = Cti::CallerId.lookup('492221112222')
+    assert_equal(0, caller_ids.count)
+
+  end
+
+end