Class: Phone::Pbx

Inherits:
Object
  • Object
show all
Includes:
Singleton
Defined in:
app/services/phone/pbx.rb

Overview

Service object: pbx.

Defined Under Namespace

Classes: ApiError, PbxResponse

Constant Summary collapse

QUEUES =

Queues.

{ tech_24x7: 1147, sales: 1142, tech1: 1143, tech2: 1148, operator: 1141, test: 1162, customer_contact: 1200, management: 1204,
accounting: 1225, sales_homeowner: 1276, sales_commercial: 1277, sales_bg: 1278, sales_trade: 1279, sales_ecommerce: 1280 }.freeze
STATUSES =

Statuses.

{ dnd: 11, available: 7 }.freeze
UNIFIED_STATUS =

Unified status.

{
  available: { pbx: 7, queue: true },
  available_non_queue: { pbx: 7, queue: false },
  dnd: { pbx: 11, queue: false },
  not_working: { pbx: 9, queue: false }
}.freeze
SERVER_TIME_FORMAT =

Server time format.

"%Y-%m-%d %H:%M:%S"

Instance Attribute Summary collapse

Instance Method Summary collapse

Constructor Details

#initialize(options = {}) ⇒ Pbx

Returns a new instance of Pbx.

Raises:

  • (ArgumentError) 


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# File 'app/services/phone/pbx.rb', line 55

def initialize(options = {})
  @logger = options[:logger] || Rails.logger

  host = Heatwave::Configuration.fetch(:switchvox, :host)
  username = Heatwave::Configuration.fetch(:switchvox, :username)
  password = Heatwave::Configuration.fetch(:switchvox, :password)

  # Validate credentials are present to fail fast with helpful error
  raise ArgumentError, 'Switchvox host not configured. Add switchvox.host to Rails credentials.' if host.blank?
  raise ArgumentError, 'Switchvox credentials not configured. Add switchvox.username and switchvox.password to Rails credentials.' if username.blank? || password.blank?

  @uri = "https://#{host}/json"
  @domain = "https://#{host}"
  # SSL verification off — Switchvox PBX uses a self-signed cert.
  @client = Faraday.new(ssl: { verify: false }) do |f|
    f.request :authorization, :basic, username, password
    f.adapter Faraday.default_adapter
  end

  @server_time_zone = ActiveSupport::TimeZone.new("Central Time (US & Canada)")
end

Instance Attribute Details

#logger ⇒ Object (readonly)

Returns the value of attribute logger.



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# File 'app/services/phone/pbx.rb', line 53

def logger
  @logger
end

#server_time_zone ⇒ Object (readonly)

Returns the value of attribute server_time_zone.



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# File 'app/services/phone/pbx.rb', line 53

def server_time_zone
  @server_time_zone
end

#switchvox ⇒ Object (readonly)

Returns the value of attribute switchvox.



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# File 'app/services/phone/pbx.rb', line 53

def switchvox
  @switchvox
end

#uri ⇒ Object (readonly)

Returns the value of attribute uri.



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# File 'app/services/phone/pbx.rb', line 53

def uri
  @uri
end

Instance Method Details

#call_log_search(api_params = {}, &block) ⇒ Object

Call Log search



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# File 'app/services/phone/pbx.rb', line 130

def call_log_search(api_params = {}, &block)
  api_params['start_date'] ||= Time.current.beginning_of_day
  api_params['end_date'] ||= Time.current.end_of_day
  api_params['start_date'] = format_datetime(api_params['start_date'])
  api_params['end_date'] = format_datetime(api_params['end_date'])
  api_params['sort_field'] = 'start_time'
  api_params['sort_direction'] = 'ASC'
  process_request "switchvox.callLogs.search", api_params, block
end

#convert_to_obj(arg) ⇒ Object

Converts API response hashes to objects with method-style access.
NOTE: OpenStruct is intentionally kept here because API responses have dynamic
structures that vary by endpoint. Data.define requires known members at compile time.



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# File 'app/services/phone/pbx.rb', line 487

def convert_to_obj(arg)
  if arg.is_a? Hash
    arg.each { |k, v| arg[k] = convert_to_obj(v) }
    OpenStruct.new(arg)
  elsif arg.is_a? Array
    arg.map! { |v| convert_to_obj(v) }
  else
    arg
  end
end

#current_calls ⇒ Object 



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# File 'app/services/phone/pbx.rb', line 201

def current_calls
  result = switchvox_request("switchvox.currentCalls.getList", {})
  return [] if result.is_a?(PbxResponse)

  calls = [result.current_calls&.current_call].flatten.compact
  calls.map do |v|
    v.start_time = parse_datetime(v.start_time)
    v.marshal_dump
  end
end

#employee_places_call(employee, to_number, options = {}) ⇒ Object

This method extracts all the necessary information for an employee to
make an outbound call to a number



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# File 'app/services/phone/pbx.rb', line 116

def employee_places_call(employee, to_number, options = {})
   = employee.employee_phone_status.
  options[:caller_id_name] ||= employee.full_name
  raise "Employee is not setup with switchvox account id" if .blank?

  pbx_extension = employee.pbx_extension
  raise "Employee is not setup with pbx extension" if pbx_extension.blank?

  pbx = Phone::Pbx.instance

  pbx.place_call(pbx_extension, to_number, , options)
end

#format_datetime(datetime) ⇒ Object 



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# File 'app/services/phone/pbx.rb', line 77

def format_datetime(datetime)
  datetime.in_time_zone(server_time_zone).strftime(SERVER_TIME_FORMAT)
end

#get_presence_options_list(switchvox_account_id) ⇒ Object

Get list of presence statuses



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# File 'app/services/phone/pbx.rb', line 363

def get_presence_options_list()
  api_params = { account_id:  }.with_indifferent_access
  # 84711 = "That account_id is invalid" — typically a stale
  # `switchvox_account_id` on an EmployeePhoneStatus row (former employee,
  # deprovisioned Switchvox account, or garbage test data). The graceful-
  # degrade-to-`[]` path below already handles it correctly; suppress the
  # AppSignal incident so the SyncPhoneStatusWorker (every 10 minutes per
  # phone-enabled employee) doesn't fire one notification per stale row
  # per tick. Surfaced as incident #5971 (~92 occurrences/24h).
  result = switchvox_request("switchvox.users.presence.options.getList", api_params, ['84711'])
  # Return empty array on error (PbxResponse) or if errors present in API response
  if result.is_a?(PbxResponse) || result.try(:[], :errors).present?
    []
  else
    [result.presence_options.presence_option].flatten.map(&:marshal_dump)
  end
end

#get_presence_status(switchvox_account_id) ⇒ Object

Returns the presence status for one employee based on switchvox_account_id, will look like:
13:15:43", :id=>"11", :presence=>"dnd", :message=>nil, :sub_presence=>nil
or nil will be returned if nothing was found or on error



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# File 'app/services/phone/pbx.rb', line 225

def get_presence_status()
  api_params = { account_id:  }.with_indifferent_access
  # 10014 = Switchvox rejecting the `account_id` parameter value as invalid.
  # It belongs to Switchvox's generic request-validation family (neighbours
  # 10011 "missing required parameter" / 10013 "invalid number of parameters";
  # genuine server-side faults are 12003 / 99999, and transport failures arrive
  # as non-2xx HTTP) — i.e. the value we sent was bad, not a Switchvox outage.
  # It fires when an EmployeePhoneStatus carries a blank/stale
  # `switchvox_account_id` (employee not provisioned for click-to-call,
  # deprovisioned account, test data) — the same class of problem the sibling
  # presence.options.getList path already silences via ['84711']. Both callers
  # degrade gracefully (Crm::OutboundCallsController#create falls through to its
  # "set your status" branch; #pull_presence returns :api_call_failure), so
  # reporting it to AppSignal is pure noise. Suppress only this code so a real
  # Switchvox-side failure (any other fault, non-2xx, or timeout) still surfaces.
  # Surfaced as incident #5980 (2 occurrences/7d, low volume).
  result = switchvox_request("switchvox.users.presence.getInfo", api_params, ['10014'])
  return nil if result.is_a?(PbxResponse)

  result.presence
end

#get_queue_members_status(queue_ids = nil) ⇒ Object 



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# File 'app/services/phone/pbx.rb', line 277

def get_queue_members_status(queue_ids = nil)
  results_hsh = {}
  queues = QUEUES
  queues = queues.select { |_k, v| queue_ids.include?(v) } if queue_ids.present?
  queues.each do |queue_name, queue_id|
    logger.info " Retrieving queue status for queue id: #{queue_id} #{queue_name}"
    api_params = { account_id: queue_id }.with_indifferent_access
    result = switchvox_request("switchvox.callQueues.getCurrentStatus", api_params)
    next if result.is_a?(PbxResponse)

    next if result.call_queue&.queue_members&.queue_member.blank?

    queue_members = result.call_queue.queue_members.queue_member
    queue_name = result.call_queue.call_queue_name
    queue_strategy = result.call_queue.strategy
    results_hsh[queue_id] ||= {}
    results_hsh[queue_id]['name'] = queue_name
    results_hsh[queue_id]['strategy'] = queue_strategy
    queue_members.each do |member|
      results_hsh[queue_id]['members'] ||= []
      results_hsh[queue_id]['members'] << member.fullname
    end
  end
  results_hsh
end

#get_queues_status(queue_ids = nil) ⇒ Object

Calls switchvox api and retrieve a hash of switchvox_account_id with queue_account_id and status in that queue



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# File 'app/services/phone/pbx.rb', line 248

def get_queues_status(queue_ids = nil)
  results_hsh = {}
  queues = QUEUES
  queues = queues.select { |_k, v| queue_ids.include?(v) } if queue_ids.present?
  queues.each do |queue_name, queue_id|
    logger.info " Retrieving queue status for queue id: #{queue_id} #{queue_name}"
    api_params = { account_id: queue_id }.with_indifferent_access
    result = switchvox_request("switchvox.callQueues.getCurrentStatus", api_params)
    next if result.is_a?(PbxResponse)

    next if result.call_queue&.queue_members&.queue_member.blank?

    queue_members = result.call_queue.queue_members.queue_member
    # queue_name from API response available via result.call_queue.call_queue_name if needed
    if queue_members.is_a?(Array)
      queue_members.each do |member|
         = member..to_i
        results_hsh[] ||= {}
        results_hsh[][queue_id] = member.logged_in_status
      end
    else
       = queue_members..to_i
      results_hsh[] ||= {}
      results_hsh[][queue_id] = queue_members.logged_in_status
    end
  end
  results_hsh
end

#member_queue_log_search(api_params = {}, &block) ⇒ Object

QueueMemberLogs.search



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# File 'app/services/phone/pbx.rb', line 165

def member_queue_log_search(api_params = {}, &block)
  api_params = api_params.with_indifferent_access
  api_params['start_date'] ||= Time.current.beginning_of_day
  api_params['end_date'] ||= Time.current.end_of_day
  api_params['start_date'] = format_datetime(api_params['start_date'])
  api_params['end_date'] = format_datetime(api_params['end_date'])
  api_params['member_account_ids'] ||= 
  api_params['sort_field'] = 'start_time'
  api_params['sort_direction'] = 'ASC'
  api_params['call_types'] = %w[missed_calls completed_calls]

  process_request "switchvox.callQueueMemberLogs.search", api_params, block
end

#missed_call_search(missed_call_uniqueid) ⇒ Object 



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# File 'app/services/phone/pbx.rb', line 140

def missed_call_search(missed_call_uniqueid)
  api_params = {}
  api_params['uniqueid'] = missed_call_uniqueid
  api_params['sort_field'] = 'missed_time'
  api_params['sort_direction'] = 'ASC'
  process_request "switchvox.callQueueMissedCalls.getList", api_params
end

#parse_datetime(datetime_string) ⇒ Object 



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# File 'app/services/phone/pbx.rb', line 81

def parse_datetime(datetime_string)
  server_time_zone.parse(datetime_string)
end

#place_call(from_number, to_number, caller_account_id, options = {}) ⇒ Object

Generic method wrapper to place call through switchvox (click to call style)
http://developers.digium.com/switchvox/wiki/index.php/Switchvox.users.call



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# File 'app/services/phone/pbx.rb', line 87

def place_call(from_number, to_number, , options = {})
  caller_id_name = options[:caller_id_name] || "WARMLYYOURS"
  vars = []
  vars << "party_id=#{options[:party_id]}" if options[:party_id].present?
  vars << "activity_id=#{options[:activity_id]}" if options[:activity_id].present?
  if from_number.to_s.size > 3 && (pf = PhoneNumber.parse(from_number))
    from_number = pf.dial_string
  end
  ignore_user_call_rules = options[:ignore_user_call_rules].to_b ? 1 : 0

  if to_number.to_s.size > 3 && (pt = PhoneNumber.parse(to_number))
    to_number = pt.dial_string
  end
  api_params = { caller_id_name: caller_id_name,
                 dial_as_account_id: ,
                 dial_first: from_number,
                 dial_second: to_number,
                 timeout: 60,
                 ignore_user_api_settings: 0,
                 ignore_user_call_rules: ignore_user_call_rules, # This might be useful
                 timeout_second_call: 60,
                 auto_answer: 1,
                 variables: vars }.with_indifferent_access

  switchvox_request("switchvox.call", api_params)
end

#prepare_json_payload(hash) ⇒ Object 



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# File 'app/services/phone/pbx.rb', line 498

def prepare_json_payload(hash)
  hash_string = stringify_values(hash)
  json = ActiveSupport::JSON.encode(hash_string)
  json.gsub!(/^\s{8}/, '')
  json
end

#process_request(api_method, api_params, block = nil) ⇒ Object

Wrapper method to call the switchvox api and paginate results, calls block with each page.
api_params is a hash, :items_per_page defaults to 100, :page_number defaults to 1



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# File 'app/services/phone/pbx.rb', line 383

def process_request(api_method, api_params, block = nil)
  logger.debug("Starting switchvox request", api_method: api_method)

  api_params['items_per_page'] ||= 100
  api_params['page_number'] ||= 1

  results = []
  total_pages = nil
  total_items = nil
  loop do
    logger.debug("Starting switchvox paginated request", api_method: api_method, page: api_params['page_number'], total_pages: total_pages)
    page_results = switchvox_request(api_method, api_params)
    break if page_results.is_a?(PbxResponse) # Error occurred
    break if page_results&.calls&.call.blank?

    total_pages ||= page_results.calls.total_pages.to_i
    total_items ||= page_results.calls.total_items.to_i
    new_results = [page_results.calls.call].flatten
    if block
      block.call(new_results)
    else
      results += new_results
    end
    api_params['page_number'] += 1
  end
  if block
    total_items
  else
    results
  end
end

#prune_account_ids(account_ids) ⇒ Object 



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# File 'app/services/phone/pbx.rb', line 218

def ()
   & 
end

#queue_log_search(api_params = {}, &block) ⇒ Object

Queue log search
http://developers.digium.com/switchvox/wiki/index.php/Switchvox.callQueueLogs.search



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# File 'app/services/phone/pbx.rb', line 150

def queue_log_search(api_params = {}, &block)
  api_params = api_params.with_indifferent_access
  api_params['start_date'] ||= Time.current.beginning_of_day
  api_params['end_date'] ||= Time.current.end_of_day
  api_params['start_date'] = format_datetime(api_params['start_date'])
  api_params['end_date'] = format_datetime(api_params['end_date'])
  api_params['queue_account_ids'] = QUEUES.values
  api_params['call_types'] = %w[completed_calls abandoned_calls redirected_calls]
  api_params['sort_field'] = 'start_time'
  api_params['sort_direction'] = 'ASC'

  process_request "switchvox.callQueueLogs.search", api_params, block
end

#report_api_failure(api_method, http_status: nil, body_snippet: nil, cause: nil) ⇒ Object

Report a Switchvox-side failure to AppSignal so it surfaces as an incident
rather than disappearing into the logs. Class+method-level message keeps
related failures grouped into a single incident during a sustained outage
(AppSignal dedupes by class+message).



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# File 'app/services/phone/pbx.rb', line 471

def report_api_failure(api_method, http_status: nil, body_snippet: nil, cause: nil)
  error = ApiError.new(
    api_method: api_method,
    http_status: http_status,
    body_snippet: body_snippet,
    cause_message: cause&.message
  )
  ErrorReporting.error(error, source: :background)
rescue StandardError => e
  # Never let the reporter itself break a worker — log and move on.
  logger.warn "[pbx:#{api_method}] ErrorReporting itself failed: #{e.class}: #{e.message}"
end

#retrieve_extension_account_id(pbx_extension) ⇒ Object

For a given extension code (e.g 800) retrieves the associated switchvox account id
via api call



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# File 'app/services/phone/pbx.rb', line 214

def (pbx_extension)
  retrieve_extension_info(pbx_extension)..to_i
end

#retrieve_extension_info(pbx_extension = nil, options = {}) ⇒ Object

Wrapper for switchvox.extensions.search



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# File 'app/services/phone/pbx.rb', line 180

def retrieve_extension_info(pbx_extension = nil, options = {})
  api_params = {}.with_indifferent_access
  if pbx_extension
    api_params[:min_extension] = pbx_extension
    api_params[:max_extension] = pbx_extension
  end
  api_params[:min_extension] ||= 800
  api_params[:max_extension] ||= 899

  api_params[:extension_types] = options[:extension_types] || ['sip']

  result = switchvox_request("switchvox.extensions.search", api_params)
  return [] if result.is_a?(PbxResponse)

  result.extensions&.extension || []
end

#start_packet_capture(duration) ⇒ Object 



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# File 'app/services/phone/pbx.rb', line 324

def start_packet_capture(duration)
  result = switchvox_request("switchvox.debug.pcap.startSession", duration)
  message = "Starting packet capture session with duration #{duration}"
  if result.try(:success)
    logger.info message
    true
  else
    logger.error message
    false
  end
end

#stringify_values(hash) ⇒ Object 



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# File 'app/services/phone/pbx.rb', line 505

def stringify_values(hash)
  new_hsh = {}
  hash.each do |key, value|
    new_hsh[key.to_s] = if value.is_a?(Array)
                          value.map(&:to_s)
                        elsif value.is_a?(Hash)
                          stringify_values(value)
                        else
                          value.to_s
                        end
  end
  new_hsh
end

#switchvox_request(api_method, options = {}, ignore_error_codes = []) ⇒ Object 



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# File 'app/services/phone/pbx.rb', line 415

def switchvox_request(api_method, options = {}, ignore_error_codes = [])
  logger.debug("[pbx] Initiated", api_method: api_method)

  body_hsh = {
    request: {
      method: api_method,
      parameters: options
    }
  }
  body_json = prepare_json_payload(body_hsh)
  logger.info "[pbx:#{api_method}] Raw request: #{body_json}"
  begin
    res = @client.post(@uri, body_json, 'Content-Type' => 'application/json')
    response_body = res.body
    # For now just log in info, later switch to debug
    logger.info "[pbx:#{api_method}] Raw response: #{response_body}"

    # Distinguish network-acl rejection (HTTP 403 + Switchvox's main/http_forbidden.html
    # landing page) and other 4xx/5xx from real JSON. Faraday isn't configured to
    # raise on non-2xx, so without this check the next line tries to Oj.load HTML
    # and we lose the actual signal in the JSON::ParserError.
    unless (200..299).cover?(res.status)
      report_api_failure(api_method, http_status: res.status, body_snippet: response_body.to_s[0, 400])
      return PbxResponse.new(success: false, errors: ["PBX HTTP #{res.status}. body=#{response_body.to_s[0, 200]}"])
    end

    parsed_response = Oj.load(response_body)
    obj = convert_to_obj(parsed_response["response"])
    if obj.result
      obj.result
    elsif obj.errors && !(ignore_error_codes.present? && ignore_error_codes.include?(obj.errors.error.code))
      logger.error "[pbx:#{api_method}] Error returned #{obj.errors.inspect}"
      report_api_failure(api_method, http_status: res.status, body_snippet: "switchvox_error=#{obj.errors.inspect[0, 300]}")
      PbxResponse.new(success: false, errors: obj.errors)
    else
      PbxResponse.new(success: true, errors: nil)
    end
  rescue Oj::ParseError, JSON::ParserError => e
    logger.error "[pbx:#{api_method}] JSON parse error: #{e.class} - #{e.message}"
    report_api_failure(api_method, http_status: res&.status, body_snippet: "json_parse=#{e.message[0, 200]}", cause: e)
    PbxResponse.new(success: false, errors: ["Malformed JSON response. #{e.class}: #{e.message}"])
  rescue Errno::ECONNREFUSED, Errno::EHOSTUNREACH, Errno::ENETUNREACH, SocketError, Faraday::ConnectionFailed => e
    logger.error "[pbx:#{api_method}] Connection error: #{e.class} - #{e.message}"
    report_api_failure(api_method, body_snippet: "connection_error=#{e.class}", cause: e)
    PbxResponse.new(success: false, errors: ["PBX connection error. #{e.class}: #{e.message}"])
  rescue Net::ReadTimeout, Net::OpenTimeout, Faraday::TimeoutError => e
    logger.error "[pbx:#{api_method}] Timeout error: #{e.class} - #{e.message}"
    report_api_failure(api_method, body_snippet: "timeout=#{e.class}", cause: e)
    PbxResponse.new(success: false, errors: ["PBX timeout. #{e.class}: #{e.message}"])
  end
end

#update_presence_status(account_id, presence_option_id) ⇒ Object

Updates the PBX Presence flag



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# File 'app/services/phone/pbx.rb', line 310

def update_presence_status(, presence_option_id)
  api_params = { presence_option_id: presence_option_id,
                 account_id:  }.with_indifferent_access
  result = switchvox_request("switchvox.users.presence.update", api_params)
  message = "Update presence status for account_id #{} with api_params #{api_params} returned #{result.inspect}"
  if result.try(:success)
    logger.info message
    true
  else
    logger.error message
    false
  end
end

#update_queue_status(account_id:, log_in_queue:, call_queue_account_ids: []) ⇒ Object

Account id: the switchvox account id of the user
log in queue: true to login, false to log out
call_queue_account_id: an optional queue account id to sign in/out of, default to all



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# File 'app/services/phone/pbx.rb', line 339

def update_queue_status(account_id:, log_in_queue:, call_queue_account_ids: [])
  if .blank?
    logger.error "Update queue status for account_id #{} not possible without call_queue_account_ids specified"
    return false
  end

  cmd =  ? 'login' : 'logout'
  # Log in/out of each queue
  .each do ||
    api_params = { call_queue_account_id: ,
                   account_id:  }.with_indifferent_access

    # Ignore error code 78956 which will be returned if user is already logged out
    result = switchvox_request("switchvox.users.callQueues.#{cmd}", api_params, ['78956'])
    message = "Update queue status for account_id #{} with api_params #{api_params} returned #{result.inspect}"
    if result.try(:success)
      logger.info message
    else
      logger.error message
    end
  end
end

#update_unified_presence(account_id:, status_id:, log_in_queue: false, call_queue_account_ids: []) ⇒ Object

Synchronized status update using a unified symbol map



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# File 'app/services/phone/pbx.rb', line 304

def update_unified_presence(account_id:, status_id:, log_in_queue: false, call_queue_account_ids: [])
  update_queue_status account_id: , log_in_queue: , call_queue_account_ids:  if .present?
  update_presence_status , status_id
end

#valid_sip_account_ids ⇒ Object 



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# File 'app/services/phone/pbx.rb', line 197

def 
  retrieve_extension_info.map(&:account_id).map(&:to_i).sort
end