568 lines
13 KiB
Ruby
568 lines
13 KiB
Ruby
# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
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module Cti
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class Log < ApplicationModel
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include HasSearchIndexBackend
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self.table_name = 'cti_logs'
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store :preferences, accessors: %i[from_pretty to_pretty]
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validates :state, format: { with: %r{\A(newCall|answer|hangup)\z}, message: 'newCall|answer|hangup is allowed' }
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before_create :set_pretty
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before_update :set_pretty
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after_commit :push_caller_list_update
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=begin
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Cti::Log.create!(
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direction: 'in',
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from: '007',
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from_comment: '',
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to: '008',
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to_comment: 'BBB',
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call_id: '1',
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comment: '',
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state: 'newCall',
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done: true,
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)
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Cti::Log.create!(
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direction: 'in',
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from: '007',
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from_comment: '',
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to: '008',
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to_comment: '',
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call_id: '2',
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comment: '',
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state: 'answer',
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done: true,
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)
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Cti::Log.create!(
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direction: 'in',
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from: '009',
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from_comment: '',
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to: '010',
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to_comment: '',
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call_id: '3',
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comment: '',
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state: 'hangup',
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done: true,
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)
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example data, can be used for demo
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Cti::Log.create!(
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direction: 'in',
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from: '4930609854180',
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from_comment: 'Franz Bauer',
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to: '4930609811111',
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to_comment: 'Bob Smith',
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call_id: '435452113',
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comment: '',
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state: 'newCall',
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done: false,
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preferences: {
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from: [
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{
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caller_id: '4930726128135',
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comment: nil,
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level: 'known',
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object: 'User',
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o_id: 2,
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user_id: 2,
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},
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{
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caller_id: '4930726128135',
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comment: nil,
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level: 'maybe',
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object: 'User',
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o_id: 2,
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user_id: 3,
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},
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]
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},
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created_at: Time.zone.now,
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)
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Cti::Log.create!(
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direction: 'out',
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from: '4930609854180',
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from_comment: 'Franz Bauer',
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to: '4930609811111',
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to_comment: 'Bob Smith',
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call_id: SecureRandom.uuid,
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comment: '',
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state: 'newCall',
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done: true,
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preferences: {
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to: [
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{
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caller_id: '4930726128135',
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comment: nil,
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level: 'known',
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object: 'User',
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o_id: 2,
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user_id: 2,
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}
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]
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},
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created_at: Time.zone.now - 20.seconds,
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)
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Cti::Log.create!(
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direction: 'in',
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from: '4930609854180',
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from_comment: 'Franz Bauer',
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to: '4930609811111',
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to_comment: 'Bob Smith',
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call_id: SecureRandom.uuid,
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comment: '',
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state: 'answer',
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done: true,
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preferences: {
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from: [
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{
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caller_id: '4930726128135',
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comment: nil,
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level: 'known',
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object: 'User',
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o_id: 2,
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user_id: 2,
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}
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]
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},
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initialized_at: Time.zone.now - 20.seconds,
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start_at: Time.zone.now - 30.seconds,
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duration_waiting_time: 20,
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created_at: Time.zone.now - 20.seconds,
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)
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Cti::Log.create!(
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direction: 'in',
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from: '4930609854180',
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from_comment: 'Franz Bauer',
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to: '4930609811111',
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to_comment: 'Bob Smith',
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call_id: SecureRandom.uuid,
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comment: '',
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state: 'hangup',
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comment: 'normalClearing',
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done: false,
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preferences: {
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from: [
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{
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caller_id: '4930726128135',
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comment: nil,
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level: 'known',
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object: 'User',
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o_id: 2,
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user_id: 2,
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}
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]
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},
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initialized_at: Time.zone.now - 80.seconds,
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start_at: Time.zone.now - 45.seconds,
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end_at: Time.zone.now,
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duration_waiting_time: 35,
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duration_talking_time: 45,
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created_at: Time.zone.now - 80.seconds,
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)
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Cti::Log.create!(
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direction: 'in',
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from: '4930609854180',
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from_comment: 'Franz Bauer',
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to: '4930609811111',
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to_comment: 'Bob Smith',
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call_id: SecureRandom.uuid,
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comment: '',
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state: 'hangup',
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done: true,
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start_at: Time.zone.now - 15.seconds,
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end_at: Time.zone.now,
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preferences: {
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from: [
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{
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caller_id: '4930726128135',
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comment: nil,
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level: 'known',
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object: 'User',
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o_id: 2,
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user_id: 2,
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}
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]
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},
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initialized_at: Time.zone.now - 5.minutes,
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start_at: Time.zone.now - 3.minutes,
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end_at: Time.zone.now - 20.seconds,
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duration_waiting_time: 120,
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duration_talking_time: 160,
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created_at: Time.zone.now - 5.minutes,
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)
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Cti::Log.create!(
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direction: 'in',
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from: '4930609854180',
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from_comment: 'Franz Bauer',
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to: '4930609811111',
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to_comment: '',
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call_id: SecureRandom.uuid,
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comment: '',
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state: 'hangup',
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done: true,
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start_at: Time.zone.now - 15.seconds,
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end_at: Time.zone.now,
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preferences: {
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from: [
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{
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caller_id: '4930726128135',
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comment: nil,
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level: 'known',
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object: 'User',
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o_id: 2,
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user_id: 2,
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}
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]
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},
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initialized_at: Time.zone.now - 60.minutes,
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start_at: Time.zone.now - 59.minutes,
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end_at: Time.zone.now - 2.minutes,
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duration_waiting_time: 60,
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duration_talking_time: 3420,
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created_at: Time.zone.now - 60.minutes,
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)
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Cti::Log.create!(
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direction: 'in',
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from: '4930609854180',
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from_comment: 'Franz Bauer',
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to: '4930609811111',
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to_comment: 'Bob Smith',
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call_id: SecureRandom.uuid,
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comment: '',
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state: 'hangup',
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done: true,
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start_at: Time.zone.now - 15.seconds,
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end_at: Time.zone.now,
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preferences: {
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from: [
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{
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caller_id: '4930726128135',
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comment: nil,
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level: 'maybe',
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object: 'User',
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o_id: 2,
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user_id: 2,
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}
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]
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},
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initialized_at: Time.zone.now - 240.minutes,
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start_at: Time.zone.now - 235.minutes,
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end_at: Time.zone.now - 222.minutes,
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duration_waiting_time: 300,
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duration_talking_time: 1080,
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created_at: Time.zone.now - 240.minutes,
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)
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Cti::Log.create!(
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direction: 'in',
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from: '4930609854180',
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to: '4930609811112',
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call_id: SecureRandom.uuid,
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comment: '',
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state: 'hangup',
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done: true,
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start_at: Time.zone.now - 20.seconds,
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end_at: Time.zone.now,
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preferences: {},
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initialized_at: Time.zone.now - 1440.minutes,
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start_at: Time.zone.now - 1430.minutes,
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end_at: Time.zone.now - 1429.minutes,
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duration_waiting_time: 600,
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duration_talking_time: 660,
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created_at: Time.zone.now - 1440.minutes,
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)
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=end
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=begin
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Cti::Log.log(current_user)
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returns
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{
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list: [log_record1, log_record2, log_record3],
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assets: {...},
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}
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=end
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def self.log(current_user)
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list = Cti::Log.log_records(current_user)
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# add assets
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assets = list.map(&:preferences)
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.map { |p| p.slice(:from, :to) }
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.map(&:values).flatten
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.pluck(:user_id).compact
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.filter_map { |user_id| User.lookup(id: user_id) }
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.each.with_object({}) { |user, a| user.assets(a) }
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{
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list: list,
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assets: assets,
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}
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end
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=begin
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Cti::Log.log_records(current_user)
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returns
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[log_record1, log_record2, log_record3]
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=end
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def self.log_records(current_user)
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cti_config = Setting.get('cti_config')
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if cti_config[:notify_map].present?
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return Cti::Log.where(queue: queues_of_user(current_user, cti_config)).order(created_at: :desc).limit(view_limit)
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end
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Cti::Log.order(created_at: :desc).limit(view_limit)
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end
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=begin
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processes a incoming event
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Cti::Log.process(
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cause: '',
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event: 'newCall',
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user: 'user 1',
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from: '4912347114711',
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to: '4930600000000',
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callId: '43545211', # or call_id
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direction: 'in',
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queue: 'helpdesk', # optional
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)
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=end
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def self.process(params)
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cause = params['cause']
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event = params['event']
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user = params['user']
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queue = params['queue']
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call_id = params['callId'] || params['call_id']
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if user.instance_of?(Array)
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user = user.join(', ')
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end
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from_comment = nil
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to_comment = nil
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preferences = nil
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done = true
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if params['direction'] == 'in'
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if user.present?
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to_comment = user
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elsif queue.present?
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to_comment = queue
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end
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from_comment, preferences = CallerId.get_comment_preferences(params['from'], 'from')
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if queue.blank?
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queue = params['to']
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end
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else
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from_comment = user
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to_comment, preferences = CallerId.get_comment_preferences(params['to'], 'to')
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if queue.blank?
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queue = params['from']
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end
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end
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log = find_by(call_id: call_id)
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case event
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when 'newCall'
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if params['direction'] == 'in'
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done = false
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end
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raise "call_id #{call_id} already exists!" if log
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log = create(
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direction: params['direction'],
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from: params['from'],
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from_comment: from_comment,
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to: params['to'],
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to_comment: to_comment,
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call_id: call_id,
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comment: cause,
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queue: queue,
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state: event,
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initialized_at: Time.zone.now,
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preferences: preferences,
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done: done,
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)
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when 'answer'
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raise "No such call_id #{call_id}" if !log
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return if log.state == 'hangup' # call is already hangup, ignore answer
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log.with_lock do
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log.state = 'answer'
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log.start_at = Time.zone.now
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log.duration_waiting_time = log.start_at.to_i - log.initialized_at.to_i
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if user
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log.to_comment = user
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end
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log.done = true
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log.comment = cause
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log.save
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end
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when 'hangup'
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raise "No such call_id #{call_id}" if !log
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log.with_lock do
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log.done = done
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if params['direction'] == 'in'
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if (log.state == 'newCall' && cause != 'forwarded') || log.to_comment == 'voicemail' # rubocop:disable Style/SoleNestedConditional
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log.done = false
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end
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end
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log.state = 'hangup'
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log.end_at = Time.zone.now
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if log.start_at
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log.duration_talking_time = log.end_at.to_i - log.start_at.to_i
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elsif !log.duration_waiting_time && log.initialized_at
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log.duration_waiting_time = log.end_at.to_i - log.initialized_at.to_i
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end
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log.comment = cause
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log.save
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end
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else
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raise ArgumentError, "Unknown event #{event.inspect}"
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end
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log
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end
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def self.push_caller_list_update?(record)
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list_ids = Cti::Log.order(created_at: :desc).limit(view_limit).pluck(:id)
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return true if list_ids.include?(record.id)
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false
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end
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def push_caller_list_update
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return false if !Cti::Log.push_caller_list_update?(self)
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# send notify on create/update/delete
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users = User.with_permissions('cti.agent')
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users.each do |user|
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Sessions.send_to(
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user.id,
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{
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event: 'cti_list_push',
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},
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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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cleanup caller logs
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Cti::Log.cleanup
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optional you can put the max oldest chat entries as argument
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Cti::Log.cleanup(12.months)
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=end
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def self.cleanup(diff = 12.months)
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Cti::Log.where('created_at < ?', Time.zone.now - diff).delete_all
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true
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end
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# adds virtual attributes when rendering #to_json
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# see http://api.rubyonrails.org/classes/ActiveModel/Serialization.html
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def attributes
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if !from_pretty || !to_pretty
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set_pretty
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end
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virtual_attributes = {
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'from_pretty' => from_pretty,
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'to_pretty' => to_pretty,
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}
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super.merge(virtual_attributes)
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end
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def set_pretty
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%i[from to].each do |field|
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parsed = TelephoneNumber.parse(send(field)&.sub(%r{^\+?}, '+'))
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preferences[:"#{field}_pretty"] = parsed.send(parsed.valid? ? :international_number : :original_number)
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end
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end
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=begin
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returns queues of user
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['queue1', 'queue2'] = Cti::Log.queues_of_user(User.find(123), config)
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=end
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def self.queues_of_user(user, config)
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queues = []
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config[:notify_map]&.each do |row|
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next if row[:user_ids].blank?
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next if row[:user_ids].exclude?(user.id.to_s) && row[:user_ids].exclude?(user.id)
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queues.push row[:queue]
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end
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if user.phone.present?
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caller_ids = Cti::CallerId.extract_numbers(user.phone)
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queues.concat(caller_ids)
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end
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queues
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end
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=begin
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return best customer id of caller log
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log = Cti::Log.find(123)
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customer_id = log.best_customer_id_of_log_entry
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=end
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def best_customer_id_of_log_entry
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customer_id = nil
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if preferences[:from].present?
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preferences[:from].each do |entry|
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if customer_id.blank?
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customer_id = entry[:user_id]
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end
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next if entry[:level] != 'known'
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customer_id = entry[:user_id]
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break
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end
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end
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customer_id
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end
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def self.view_limit
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Hash(Setting.get('cti_config'))['view_limit'] || 60
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end
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end
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end
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