358 lines
8.2 KiB
Ruby
358 lines
8.2 KiB
Ruby
# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
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module Cti
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class CallerId < ApplicationModel
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self.table_name = 'cti_caller_ids'
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DEFAULT_COUNTRY_ID = '49'.freeze
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# adopt/orphan matching Cti::Log records
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# (see https://github.com/zammad/zammad/issues/2057)
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after_commit :update_cti_logs, on: :destroy, unless: -> { BulkImportInfo.enabled? }
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after_commit :update_cti_logs_with_fg_optimization, on: :create, unless: -> { BulkImportInfo.enabled? }
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=begin
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Cti::CallerId.maybe_add(
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caller_id: '49123456789',
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comment: 'Hairdresser Bob Smith, San Francisco', #optional
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level: 'maybe', # known|maybe
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user_id: 1, # optional
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object: 'Ticket',
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o_id: 123,
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)
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=end
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def self.maybe_add(data)
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record = find_or_initialize_by(
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caller_id: data[:caller_id],
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level: data[:level],
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object: data[:object],
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o_id: data[:o_id],
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user_id: data[:user_id],
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)
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return record if !record.new_record?
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record.comment = data[:comment]
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record.save!
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end
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=begin
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get items (users) for a certain caller ID
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caller_id_records = Cti::CallerId.lookup('49123456789')
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returns
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[record1, record2, ...]
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=end
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def self.lookup(caller_id)
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lookup_ids =
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['known', 'maybe', nil].lazy.map do |level|
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Cti::CallerId.select('MAX(id) as caller_id')
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.where({ caller_id: caller_id, level: level }.compact)
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.group(:user_id)
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.order(Arel.sql('caller_id DESC')) # not used as `caller_id: :desc` because is needed for `as caller_id`
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.limit(20)
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.map(&:caller_id)
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end.find(&:present?)
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Cti::CallerId.where(id: lookup_ids).order(id: :desc).to_a
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end
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=begin
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Cti::CallerId.build(ticket)
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=end
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def self.build(record)
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map = config
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level = nil
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model = nil
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map.each do |item|
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next if item[:model] != record.class
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level = item[:level]
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model = item[:model]
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end
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return if !level || !model
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build_item(record, model, level)
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end
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=begin
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Cti::CallerId.build_item(record, model, level)
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=end
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def self.build_item(record, model, level)
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# use first customer article
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if model == Ticket
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article = record.articles.first
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return if !article
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return if article.sender.name != 'Customer'
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record = article
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end
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# set user id
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user_id = record[:created_by_id]
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if model == User
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if record.destroyed?
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Cti::CallerId.where(user_id: user_id).destroy_all
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return
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end
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user_id = record.id
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end
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return if !user_id
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# get caller IDs
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caller_ids = []
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attributes = record.attributes
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attributes.each_value do |value|
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next if value.class != String
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next if value.blank?
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local_caller_ids = Cti::CallerId.extract_numbers(value)
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next if local_caller_ids.blank?
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caller_ids.concat(local_caller_ids)
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end
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# search for caller IDs to keep
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caller_ids_to_add = []
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existing_record_ids = Cti::CallerId.where(object: model.to_s, o_id: record.id).pluck(:id)
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caller_ids.uniq.each do |caller_id|
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existing_record_id = Cti::CallerId.where(
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object: model.to_s,
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o_id: record.id,
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caller_id: caller_id,
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level: level,
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user_id: user_id,
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).pluck(:id)
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if existing_record_id[0]
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existing_record_ids.delete(existing_record_id[0])
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next
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end
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caller_ids_to_add.push caller_id
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end
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# delete not longer existing caller IDs
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existing_record_ids.each do |record_id|
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Cti::CallerId.destroy(record_id)
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end
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# create new caller IDs
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caller_ids_to_add.each do |caller_id|
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Cti::CallerId.maybe_add(
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caller_id: caller_id,
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level: level,
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object: model.to_s,
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o_id: record.id,
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user_id: user_id,
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)
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end
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true
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end
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=begin
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Cti::CallerId.rebuild
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=end
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def self.rebuild
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transaction do
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delete_all
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config.each do |item|
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level = item[:level]
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model = item[:model]
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item[:model].find_each(batch_size: 500) do |record|
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build_item(record, model, level)
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end
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end
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end
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end
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=begin
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Cti::CallerId.config
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returns
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[
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{
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model: User,
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level: 'known',
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},
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{
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model: Ticket,
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level: 'maybe',
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},
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]
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=end
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def self.config
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[
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{
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model: User,
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level: 'known',
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},
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{
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model: Ticket,
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level: 'maybe',
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},
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]
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end
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=begin
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caller_ids = Cti::CallerId.extract_numbers('...')
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returns
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['49123456789', '49987654321']
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=end
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def self.extract_numbers(text)
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# see specs for example
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return [] if !text.is_a?(String)
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text.scan(%r{([\d\s\-(|)]{6,26})}).map do |match|
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normalize_number(match[0])
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end
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end
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def self.normalize_number(number)
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number = number.gsub(%r{[\s-]}, '')
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number.gsub!(%r{^(00)?(\+?\d\d)\(0?(\d*)\)}, '\\1\\2\\3')
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number.gsub!(%r{\D}, '')
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case number
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when %r{^00}
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number[2..]
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when %r{^0}
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DEFAULT_COUNTRY_ID + number[1..]
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else
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number
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end
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end
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=begin
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from_comment, preferences = Cti::CallerId.get_comment_preferences('00491710000000', 'from')
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returns
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[
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"Bob Smith",
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{
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"from"=>[
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{
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"id"=>1961634,
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"caller_id"=>"491710000000",
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"comment"=>nil,
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"level"=>"known",
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"object"=>"User",
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"o_id"=>3,
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"user_id"=>3,
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"preferences"=>nil,
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"created_at"=>Mon, 24 Sep 2018 15:19:48 UTC +00:00,
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"updated_at"=>Mon, 24 Sep 2018 15:19:48 UTC +00:00,
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}
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]
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}
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]
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=end
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def self.get_comment_preferences(caller_id, direction)
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from_comment_known = ''
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from_comment_maybe = ''
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preferences_known = {}
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preferences_known[direction] = []
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preferences_maybe = {}
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preferences_maybe[direction] = []
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lookup(extract_numbers(caller_id)).each do |record|
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if record.level == 'known'
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preferences_known[direction].push record.attributes
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else
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preferences_maybe[direction].push record.attributes
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end
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comment = ''
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if record.user_id
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user = User.lookup(id: record.user_id)
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if user
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comment += user.fullname
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end
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elsif record.comment.present?
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comment += record.comment
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end
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if record.level == 'known'
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if from_comment_known.present?
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from_comment_known += ','
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end
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from_comment_known += comment
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else
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if from_comment_maybe.present?
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from_comment_maybe += ','
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end
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from_comment_maybe += comment
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end
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end
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return [from_comment_known, preferences_known] if from_comment_known.present?
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return ["maybe #{from_comment_maybe}", preferences_maybe] if from_comment_maybe.present?
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nil
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end
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=begin
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return users by caller_id
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[user1, user2] = Cti::CallerId.known_agents_by_number('491234567')
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=end
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def self.known_agents_by_number(number)
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users = []
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caller_ids = Cti::CallerId.extract_numbers(number)
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caller_id_records = Cti::CallerId.lookup(caller_ids)
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caller_id_records.each do |caller_id_record|
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next if caller_id_record.level != 'known'
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user = User.find_by(id: caller_id_record.user_id)
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next if !user
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next if !user.permissions?('cti.agent')
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users.push user
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end
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users
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end
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def update_cti_logs
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return if object != 'User'
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UpdateCtiLogsByCallerJob.perform_later(caller_id)
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end
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def update_cti_logs_with_fg_optimization
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return if Setting.get('import_mode')
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return if object != 'User'
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return if level != 'known'
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UpdateCtiLogsByCallerJob.perform_now(caller_id, limit: 20)
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UpdateCtiLogsByCallerJob.perform_later(caller_id, limit: 40, offset: 20)
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end
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end
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end
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