Class: CallRecord

Inherits:
ApplicationRecord show all
Includes:
Models::Auditable, Models::Embeddable, PgSearch::Model
Defined in:
app/models/call_record.rb

Overview

Phone call records from the Switchvox phone system.
Stores call metadata, transcriptions, and AI analysis results.
rubocop:disable Metrics/ClassLength
== Schema Information

Table name: call_records
Database name: primary

id :integer not null, primary key
action_items :jsonb
agent_performance_score :integer
agent_speaker_label :string
ai_summary :text
audio_channels :integer
call_direction :integer
call_outcome :integer
call_phases :jsonb
customer_satisfaction :string
destination_name :string(255)
destination_number :string(255)
duration_secs :integer default(0)
imported :boolean
key_topics :jsonb
lemur_analyzed_at :datetime
note :string(255)
notes :text
origin_name :string(255)
origin_number :string(255)
recording_source :string
reference1 :string(255)
reference2 :string(255)
structured_transcript_json :jsonb
summarized_at :datetime
transcribed_at :datetime
transcript :text
transcription_state :integer default("pending")
tsvector_search_tsearch :tsvector
tsvector_transcript_tsearch :tsvector
twilio_call_details :jsonb
twilio_call_sid :string
twilio_recording_sid :string
unread :boolean default(FALSE), not null
unrestricted :boolean default(FALSE), not null
created_at :datetime not null
assemblyai_transcript_id :string
destination_party_id :integer
origin_party_id :integer
switchvox_from_account_id :integer
switchvox_recorded_call_id :integer
switchvox_to_account_id :integer

Indexes

idx_call_records_id_where_dp_id (id) WHERE (destination_party_id IS NULL)
idx_call_records_id_where_op_id (id) WHERE (origin_party_id IS NULL)
idx_origin_id_dest_id_created_at (origin_party_id,destination_party_id,created_at)
index_call_records_on_assemblyai_transcript_id (assemblyai_transcript_id) UNIQUE
index_call_records_on_created_at (created_at)
index_call_records_on_destination_party_id (destination_party_id)
index_call_records_on_switchvox_recorded_call_id (switchvox_recorded_call_id) UNIQUE
index_call_records_on_transcribed_at (transcribed_at)
index_call_records_on_transcription_state (transcription_state)
index_call_records_on_tsvector_search_tsearch (tsvector_search_tsearch) USING gin
index_call_records_on_tsvector_transcript_tsearch (tsvector_transcript_tsearch) USING gin
index_call_records_on_twilio_recording_sid (twilio_recording_sid) UNIQUE
index_call_records_on_unread (unread) WHERE (unread = true)

Defined Under Namespace

Classes: SwitchvoxImporterFile, SwitchvoxImporterSftp, TwilioRecordingImporter

Constant Summary collapse

VOICEMAIL_EXTENSIONS = 
%w[402].freeze
MIN_TRANSCRIPTION_DURATION = 
30
MIN_TRANSCRIPTION_DURATION_VOICEMAIL = 
5
SATISFACTION_LEVELS =

Customer satisfaction levels (stored as string, set by LeMUR analysis)

%w[very_satisfied satisfied neutral frustrated angry].freeze
SATISFACTION_DISPLAY = 
{
  'very_satisfied' => '😊 Very Satisfied',
  'satisfied' => '🙂 Satisfied',
  'neutral' => '😐 Neutral',
  'frustrated' => '😤 Frustrated',
  'angry' => '😠 Angry'
}.freeze
COMPANY_MAIN_NUMBERS =

Company main line numbers that should NOT be matched to parties
These are toll-free/main numbers that route to the IVR/queue, not individual employees

%w[
  +18008755285
  +18664361444
  +18475502400
].freeze

Constants included from Models::Embeddable

Models::Embeddable::DEFAULT_MODEL, Models::Embeddable::MAX_CONTENT_LENGTH

Constants included from Models::Auditable

Models::Auditable::ALWAYS_IGNORED

Instance Attribute Summary collapse

Has one collapse

Has many collapse

Methods included from Models::Embeddable

#content_embeddings

Belongs to collapse

Methods included from Models::Auditable

#creator, #updater

Class Method Summary collapse

Instance Method Summary collapse

Methods included from Models::Embeddable

#embeddable_locales, #embedding_content_hash, embedding_partition_class, #embedding_stale?, #embedding_type_name, #embedding_vector, #find_content_embedding, #find_similar, #generate_all_embeddings!, #generate_chunked_embeddings!, #generate_embedding!, #has_embedding?, #locale_for_embedding, #needs_chunking?, regenerate_all_embeddings, semantic_search

Methods included from Models::Auditable

#all_skipped_columns, #audit_reference_data, #should_not_save_version, #stamp_record

Methods inherited from ApplicationRecord

ransortable_attributes, #to_relation

Methods included from Models::EventPublishable

#publish_event

Instance Attribute Details

#customer_satisfaction ⇒ Object (readonly) 



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# File 'app/models/call_record.rb', line 112

validates :customer_satisfaction, inclusion: { in: SATISFACTION_LEVELS, allow_nil: true }

Class Method Details

.analyzed ⇒ ActiveRecord::Relation<CallRecord>

A relation of CallRecords that are analyzed. Active Record Scope

Returns:

See Also:



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# File 'app/models/call_record.rb', line 252

scope :analyzed, ->(value = true) {
  value.to_s == 'true' ? where.not(lemur_analyzed_at: nil) : where(lemur_analyzed_at: nil)
}

.by_recording_source ⇒ ActiveRecord::Relation<CallRecord>

A relation of CallRecords that are by recording source. Active Record Scope

Returns:

See Also:



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# File 'app/models/call_record.rb', line 241

scope :by_recording_source, ->(source) {
  if source == 'switchvox'
    where(recording_source: [nil, 'switchvox'])
  elsif source.present?
    where(recording_source: source)
  else
    all
  end
}

.company_main_number?(number) ⇒ Boolean

Check if number is a company main line (should not be matched to a party)

Returns:

  • (Boolean) 


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# File 'app/models/call_record.rb', line 288

def self.company_main_number?(number)
  return false if number.blank?

  COMPANY_MAIN_NUMBERS.include?(number)
end

.destination_filter ⇒ ActiveRecord::Relation<CallRecord>

A relation of CallRecords that are destination filter. Active Record Scope

Returns:

See Also:



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# File 'app/models/call_record.rb', line 196

scope :destination_filter, ->(*args) {
  ids = args.flatten.map(&:to_s).reject(&:blank?)
  include_null = ids.delete('null').present?
  integer_ids = ids.map(&:to_i).select(&:positive?)

  if include_null && integer_ids.any?
    where(destination_party_id: integer_ids).or(where(destination_party_id: nil))
  elsif include_null
    where(destination_party_id: nil)
  elsif integer_ids.any?
    where(destination_party_id: integer_ids)
  end
}

.distinct_key_topics(limit: 50) ⇒ Object

Get distinct key topics for filter dropdown



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# File 'app/models/call_record.rb', line 266

def self.distinct_key_topics(limit: 50)
  where.not(key_topics: nil)
       .pluck(Arel.sql('jsonb_array_elements_text(key_topics)'))
       .tally
       .sort_by { |_, count| -count }
       .first(limit)
       .map(&:first)
end

.embeddable_content_types ⇒ Object

Define content types for embedding



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# File 'app/models/call_record.rb', line 515

def self.embeddable_content_types
  [:primary]
end

.find_party(number) ⇒ Object 



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# File 'app/models/call_record.rb', line 294

def self.find_party(number)
  return unless number
  return if company_main_number?(number) # Don't match main company lines

  parties = Party
            .joins(:contact_points)
            .active
            .select('parties.id,parties.full_name')
            .order('parties.updated_at DESC')
            .limit(1)

  parties = if internal_call?(number)
              parties.where(type: 'Employee')
                     .where('(contact_points.detail = :number or contact_points.extension = :number)', number: number)
            else
              parties.where(type: %w[Customer Contact])
                     .where(ContactPoint[:detail].eq(number))
            end
  party_type, party_id, party_full_name = parties.pick(:type, :id, :full_name)
  return unless party_id

  {
    party_type: party_type,
    party_id: party_id,
    party_full_name: party_full_name
  }
end

.for_destination_employees ⇒ ActiveRecord::Relation<CallRecord>

A relation of CallRecords that are for destination employees. Active Record Scope

Returns:

See Also:



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# File 'app/models/call_record.rb', line 149

scope :for_destination_employees, ->(employee_ids) { where(destination_party_id: employee_ids) }

.for_destination_employees_or_unlinked ⇒ ActiveRecord::Relation<CallRecord>

A relation of CallRecords that are for destination employees or unlinked. Active Record Scope

Returns:

See Also:



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# File 'app/models/call_record.rb', line 151

scope :for_destination_employees_or_unlinked, ->(employee_ids) {
  where(destination_party_id: employee_ids).or(where(destination_party_id: nil))
}

.for_unlinked_extensions ⇒ ActiveRecord::Relation<CallRecord>

A relation of CallRecords that are for unlinked extensions. Active Record Scope

Returns:

See Also:



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# File 'app/models/call_record.rb', line 150

scope :for_unlinked_extensions, -> { where(destination_party_id: nil) }

.internal_call?(number) ⇒ Boolean

Returns:

  • (Boolean) 


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# File 'app/models/call_record.rb', line 283

def self.internal_call?(number)
  number && (number.length == 3 || number.match(/^\+184755024/).present?)
end

.mcp_searchable? ⇒ Boolean

Privacy: Call records are NOT exposed via MCP (sensitive customer data)

Returns:

  • (Boolean) 


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# File 'app/models/call_record.rb', line 520

def self.mcp_searchable?
  false
end

.parse_phone_number(number) ⇒ Object 



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# File 'app/models/call_record.rb', line 354

def self.parse_phone_number(number)
  return if number.blank?

  n = number.match(/\d+/).to_s.match(/^9?1?(\d{10})$/).try(:[], 1) || number
  PhoneNumber.parse_and_format(n)
end

.party_records ⇒ ActiveRecord::Relation<CallRecord>

A relation of CallRecords that are party records. Active Record Scope

Returns:

See Also:



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# File 'app/models/call_record.rb', line 180

scope :party_records, ->(party_id) {
  pids = [party_id] + Contact.where(customer_id: party_id).pluck(:id)
  where('origin_party_id IN (?) or destination_party_id IN (?)', pids, pids)
}

.ransackable_associations(_auth_object = nil) ⇒ Object 



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# File 'app/models/call_record.rb', line 225

def self.ransackable_associations(_auth_object = nil)
  %w[origin_party destination_party upload]
end

.ransackable_attributes(_auth_object = nil) ⇒ Object 



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# File 'app/models/call_record.rb', line 215

def self.ransackable_attributes(_auth_object = nil)
  %w[
    id created_at origin_party_id destination_party_id origin_number destination_number
    origin_name destination_name duration_secs unrestricted unread
    transcription_state call_direction call_outcome customer_satisfaction
    agent_performance_score transcribed_at summarized_at lemur_analyzed_at
    recording_source audio_channels
  ]
end

.ransackable_scopes(_auth_object = nil) ⇒ Object

Ransack configuration for filtering



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# File 'app/models/call_record.rb', line 211

def self.ransackable_scopes(_auth_object = nil)
  %i[search transcript_search with_key_topic analyzed with_action_items by_recording_source destination_filter]
end

.read ⇒ ActiveRecord::Relation<CallRecord>

A relation of CallRecords that are read. Active Record Scope

Returns:

See Also:



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# File 'app/models/call_record.rb', line 155

scope :read, -> { where(unread: false) }

.recent ⇒ ActiveRecord::Relation<CallRecord>

A relation of CallRecords that are recent. Active Record Scope

Returns:

See Also:



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# File 'app/models/call_record.rb', line 147

scope :recent, ->(days = 90) { where(call_records: { created_at: days.days.ago.. }) }

.transcription_eligible ⇒ ActiveRecord::Relation<CallRecord>

A relation of CallRecords that are transcription eligible. Active Record Scope

Returns:

See Also:



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# File 'app/models/call_record.rb', line 134

scope :transcription_eligible, -> {
  joins(:upload)
    .where(transcription_state: %i[pending error])
    .where(
      'call_records.duration_secs >= :standard OR ' \
      '((call_records.call_outcome = :vm_outcome OR call_records.destination_number IN (:vm_exts)) ' \
      'AND call_records.duration_secs >= :vm_min)',
      standard: MIN_TRANSCRIPTION_DURATION,
      vm_outcome: call_outcomes[:voicemail],
      vm_exts: VOICEMAIL_EXTENSIONS,
      vm_min: MIN_TRANSCRIPTION_DURATION_VOICEMAIL
    )
}

.unread ⇒ ActiveRecord::Relation<CallRecord>

A relation of CallRecords that are unread. Active Record Scope

Returns:

See Also:



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# File 'app/models/call_record.rb', line 154

scope :unread, -> { where(unread: true) }

.voicemails ⇒ ActiveRecord::Relation<CallRecord>

A relation of CallRecords that are voicemails. Active Record Scope

Returns:

See Also:



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# File 'app/models/call_record.rb', line 148

scope :voicemails, -> { where(call_outcome: :voicemail) }

.with_action_items ⇒ ActiveRecord::Relation<CallRecord>

A relation of CallRecords that are with action items. Active Record Scope

Returns:

See Also:



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# File 'app/models/call_record.rb', line 257

scope :with_action_items, ->(value = true) {
  if value.to_s == 'true'
    where('action_items IS NOT NULL AND jsonb_array_length(action_items) > 0')
  else
    where('action_items IS NULL OR jsonb_array_length(action_items) = 0')
  end
}

.with_key_topic ⇒ ActiveRecord::Relation<CallRecord>

A relation of CallRecords that are with key topic. Active Record Scope

Returns:

See Also:



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# File 'app/models/call_record.rb', line 230

scope :with_key_topic, ->(topic) {
  where('key_topics @> ?', [topic].to_json)
}

.with_transcript ⇒ ActiveRecord::Relation<CallRecord>

A relation of CallRecords that are with transcript. Active Record Scope

Returns:

See Also:



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# File 'app/models/call_record.rb', line 133

scope :with_transcript, -> { where.not(transcript: nil).where.not(transcript: '') }

Instance Method Details

#action_items? ⇒ Boolean

Check if there are action items

Returns:

  • (Boolean) 


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# File 'app/models/call_record.rb', line 392

def action_items?
  action_items.present?
end

#action_items_task_summary ⇒ Object

Single-line task text for prompts / embeddings. Handles JSON where task is a String,
an Array of strings, or other nested shapes (avoids calling String#truncate on an Array).



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# File 'app/models/call_record.rb', line 405

def action_items_task_summary
  return +'' if action_items.blank?

  Array(action_items).flat_map do |item|
    next [] unless item.is_a?(Hash)

    task_val = if item.key?('task')
                 item['task']
               elsif item.key?(:task)
                 item[:task]
               end
    extract_action_item_task_strings(task_val)
  end.compact_blank.join('; ')
end

#agent_improvements ⇒ Object

Get agent's improvement areas from analysis



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# File 'app/models/call_record.rb', line 426

def agent_improvements
  structured_transcript_json&.dig('agent_performance', 'improvements') || []
end

#agent_strengths ⇒ Object

Get agent's strengths from analysis



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# File 'app/models/call_record.rb', line 421

def agent_strengths
  structured_transcript_json&.dig('agent_performance', 'strengths') || []
end

#call_log ⇒ Object

private



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# File 'app/models/call_record.rb', line 451

def call_log
  call_log_event.try(:call_log)
end

#call_log_event ⇒ CallLogEvent

Returns:

See Also:



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# File 'app/models/call_record.rb', line 115

has_one :call_log_event, dependent: :nullify

#call_record_embeddings ⇒ ActiveRecord::Relation<ContentEmbedding::CallRecordEmbedding>

Direct association to partitioned embeddings table (more efficient than polymorphic)

Returns:

See Also:



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# File 'app/models/call_record.rb', line 118

has_many :call_record_embeddings,
class_name: 'ContentEmbedding::CallRecordEmbedding',
foreign_key: :embeddable_id,
inverse_of: :embeddable,
dependent: false

#content_for_embedding(_content_type = :primary) ⇒ Object

Generate content for embedding - includes call metadata, transcript, and summary
rubocop:disable Metrics/AbcSize, Metrics/CyclomaticComplexity, Metrics/PerceivedComplexity



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# File 'app/models/call_record.rb', line 526

def content_for_embedding(_content_type = :primary)
  parts = []

  # Call metadata
  parts << "Phone call from #{origin_name.presence || origin_number} to #{destination_name.presence || destination_number}"
  parts << "Duration: #{duration_friendly}"
  parts << "Date: #{created_at.strftime('%B %d, %Y at %I:%M %p')}"
  parts << "Direction: #{call_direction}" if call_direction.present?
  parts << "Outcome: #{call_outcome}" if call_outcome.present? && call_outcome != 'unknown'
  parts << "Customer satisfaction: #{customer_satisfaction}" if customer_satisfaction.present?

  # Customer context if available
  if origin_party.is_a?(Customer)
    parts << "Customer: #{origin_party.full_name}"
  elsif destination_party.is_a?(Customer)
    parts << "Customer: #{destination_party.full_name}"
  end

  # Key topics (from LeMUR analysis)
  parts << "Topics discussed: #{key_topics.join(', ')}" if key_topics.present?

  # AI Summary
  parts << "\nSummary: #{ai_summary}" if ai_summary.present?

  # Action items (for searchability)
  summary = action_items_task_summary
  parts << "\nAction items: #{summary}" if summary.present?

  # Transcript (main searchable content - truncate for embedding efficiency)
  if transcript.present?
    # Limit transcript to ~8000 chars to keep embedding focused on key content
    parts << "\nTranscript:\n#{transcript.truncate(8000, omission: '...[transcript continues]')}"
  end

  parts.compact.join("\n")
end

#destination_party ⇒ Party

Returns:

See Also:

Validations:

  • Presence ({ if: -> { destination_party_id.present? } }) 


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# File 'app/models/call_record.rb', line 125

belongs_to :destination_party, class_name: 'Party', inverse_of: :destination_call_records, optional: true

#duration_friendly ⇒ Object 



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# File 'app/models/call_record.rb', line 361

def duration_friendly
  require 'chronic_duration'
  ChronicDuration.output(duration_secs || 0)
end

#enqueue_crm_navbar_voicemail_refresh ⇒ Object

Only enqueue when the change can affect the navbar badge — i.e. a
voicemail's unread state flipped, or a brand-new unread voicemail
arrived. Non-voicemail calls (sales, support, etc.) are noisy but not
badged.



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# File 'app/models/call_record.rb', line 330

def enqueue_crm_navbar_voicemail_refresh
  return unless voicemail?

  if previously_new_record?
    return unless unread?
  elsif !saved_change_to_unread?
    return
  end

  CrmNavbarFanoutWorker.perform_async('voicemail')
end

#high_priority_action_items ⇒ Object

Get high priority action items



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# File 'app/models/call_record.rb', line 397

def high_priority_action_items
  return [] if action_items.blank?

  action_items.select { |item| item['priority'] == 'high' }
end

#lemur_analyzed? ⇒ Boolean

Check if LeMUR analysis has been run

Returns:

  • (Boolean) 


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# File 'app/models/call_record.rb', line 371

def lemur_analyzed?
  lemur_analyzed_at.present?
end

#mark_as_read! ⇒ Object 



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# File 'app/models/call_record.rb', line 342

def mark_as_read!
  update_column(:unread, false) if unread?
end

#mark_as_unread! ⇒ Object 



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# File 'app/models/call_record.rb', line 346

def mark_as_unread!
  update_column(:unread, true) unless unread?
end

#match_destination_party(force: false) ⇒ Object

Method to match destination party based on switchvox acount id if specified or lookup on destination number



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# File 'app/models/call_record.rb', line 495

def match_destination_party(force: false)
  return :already_matched if destination_party_id && !force # already matched

  if .present? && (eps = EmployeePhoneStatus.find_by(switchvox_account_id: ))
    self.destination_name = eps.employee.full_name
    self.destination_party = eps.employee
  elsif destination_number && (match = self.class.find_party(destination_number))
    self.destination_name = match[:party_full_name]
    self.destination_party_id = match[:party_id]
  end
  logger&.info "Looking for destination party for call record #{id} for #{destination_number}, found #{destination_party_id || 'None'} #{destination_party.try(:full_name)}"
  destination_party_id
end

#match_origin_party(force: false) ⇒ Object

Method to match origin party based on switchvox acount id if specified or lookup on origin number
rubocop:disable Metrics/AbcSize, Metrics/CyclomaticComplexity, Metrics/PerceivedComplexity



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# File 'app/models/call_record.rb', line 480

def match_origin_party(force: false)
  return :already_matched if origin_party_id && !force # already matched

  if .present? && (eps = EmployeePhoneStatus.find_by(switchvox_account_id: ))
    self.origin_name = eps.employee.full_name
    self.origin_party = eps.employee
  elsif origin_number && (match = self.class.find_party(origin_number))
    self.origin_name = match[:party_full_name]
    self.origin_party_id = match[:party_id]
  end
  logger&.info "Looking for originating party for call record #{id} for #{origin_number}, found #{origin_party_id || 'None'} #{origin_party.try(:full_name)}"
  origin_party_id
end

#match_parties(force: false) ⇒ Object

rubocop:enable Metrics/AbcSize, Naming/PredicateMethod



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# File 'app/models/call_record.rb', line 473

def match_parties(force: false)
  match_origin_party(force: force)
  match_destination_party(force: force)
end

#origin_party ⇒ Party

Returns:

See Also:

Validations:

  • Presence ({ if: -> { origin_party_id.present? } }) 


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# File 'app/models/call_record.rb', line 124

belongs_to :origin_party, class_name: 'Party', inverse_of: :origin_call_records, optional: true

#performance_score_display ⇒ Object

Get performance score display with color



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# File 'app/models/call_record.rb', line 431

def performance_score_display
  return nil if agent_performance_score.blank?

  score = agent_performance_score
  if score >= 80
    { score: score, class: 'text-success', label: 'Excellent' }
  elsif score >= 60
    { score: score, class: 'text-primary', label: 'Good' }
  elsif score >= 40
    { score: score, class: 'text-warning', label: 'Needs Improvement' }
  else
    { score: score, class: 'text-danger', label: 'Poor' }
  end
end

#satisfaction_badge_class ⇒ Object

Get satisfaction CSS class for styling



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# File 'app/models/call_record.rb', line 381

def satisfaction_badge_class
  case customer_satisfaction
  when 'very_satisfied', 'satisfied' then 'bg-success'
  when 'neutral' then 'bg-secondary'
  when 'frustrated', 'angry' then 'bg-danger'
  else
    'bg-light text-dark'
  end
end

#satisfaction_display ⇒ Object

Get formatted satisfaction with emoji



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# File 'app/models/call_record.rb', line 376

def satisfaction_display
  SATISFACTION_DISPLAY[customer_satisfaction]
end

#to_s ⇒ Object 



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# File 'app/models/call_record.rb', line 446

def to_s
  "CallRecord: #{id}, From #{origin_number} to #{destination_number} at #{created_at}"
end

#transcription_min_duration ⇒ Object 



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# File 'app/models/call_record.rb', line 350

def transcription_min_duration
  voicemail? ? MIN_TRANSCRIPTION_DURATION_VOICEMAIL : MIN_TRANSCRIPTION_DURATION
end

#trim_numbers ⇒ Object

rubocop:disable Metrics/AbcSize, Naming/PredicateMethod



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# File 'app/models/call_record.rb', line 456

def trim_numbers
  # North American Match 10 digits, strip 1 strip 9
  if (n = self.class.parse_phone_number(origin_number))
    self.origin_number = n
  end

  if (n = self.class.parse_phone_number(destination_number))
    self.destination_number = n
  end

  # Fix bad from account id
  self. = nil if .to_i.zero?
  self. = nil if .to_i.zero?
  true
end

#upload ⇒ Upload

Returns:

See Also:



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# File 'app/models/call_record.rb', line 114

has_one :upload, as: :resource, dependent: :destroy

#voicemail? ⇒ Boolean

Returns:

  • (Boolean) 


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# File 'app/models/call_record.rb', line 322

def voicemail?
  call_outcome_voicemail? || destination_number.to_s.in?(VOICEMAIL_EXTENSIONS)
end