collabSupport/services/voiceReport/groupCdrCalls.js

// services/voiceReport/groupCdrCalls.js
// Group cdr_feed legs by Correlation ID into logical calls.

import {
  cdrCalledNumber,
  cdrCallingNumber,
  cdrDirectionValue,
  cdrDurationSeconds,
  cdrField,
  cdrRecordId,
  cdrStartTime,
  cdrDedupKey,
} from '../cdrFeedParser.js';

export function cdrCorrelationId(item) {
  return cdrField(item, 'correlationId', 'Correlation ID', 'correlationID');
}

function isTruthyAnswered(item) {
  const answered = String(cdrField(item, 'Answered', 'answered') || '').toLowerCase();
  const indicator = String(cdrField(item, 'Answer indicator', 'answer indicator') || '');
  return answered === 'true' || indicator === 'Yes';
}

function isUserPhoneLeg(item) {
  const userType = String(cdrField(item, 'User type', 'userType') || '');
  const clientType = String(cdrField(item, 'Client type', 'clientType') || '').toUpperCase();
  const model = String(cdrField(item, 'Model', 'model') || '');
  if (userType === 'User') return true;
  if (clientType === 'WXC_DEVICE') return true;
  if (model.toUpperCase().includes('DBS')) return true;
  return false;
}

function isAutomatedAttendantLeg(item) {
  const userType = String(cdrField(item, 'User type', 'userType') || '').toLowerCase();
  return userType.includes('automatedattendant');
}

function callTypeValue(item) {
  return String(cdrField(item, 'Call type', 'callType') || '').toUpperCase();
}

export function classifyCallDirection(legs) {
  for (const leg of legs) {
    const ct = callTypeValue(leg);
    if (ct.includes('INBOUND')) return 'inbound';
    if (ct.includes('OUTBOUND')) return 'outbound';
  }
  for (const leg of legs) {
    const dir = cdrDirectionValue(leg);
    const inboundTrunk = cdrField(leg, 'Inbound trunk', 'inbound trunk');
    const outboundTrunk = cdrField(leg, 'Outbound trunk', 'outbound trunk');
    if (inboundTrunk && dir.includes('TERMINAT')) return 'inbound';
    if (outboundTrunk && dir.includes('ORIGINAT')) return 'outbound';
  }
  for (const leg of legs) {
    const dir = cdrDirectionValue(leg);
    if (dir.includes('ORIGINAT')) return 'outbound';
    if (dir.includes('TERMINAT')) return 'inbound';
  }
  return 'unknown';
}

export function isNormalCallOutcome(item) {
  const outcome = String(cdrField(item, 'Call outcome', 'call outcome') || '').toLowerCase();
  const reason = String(cdrField(item, 'Call outcome reason', 'call outcome reason') || '').toLowerCase();
  if (!outcome) return true;
  if (outcome !== 'success') return false;
  return !reason || reason === 'normal';
}

function pickExternalNumber(legs, direction) {
  for (const leg of legs) {
    const ct = callTypeValue(leg);
    if (direction === 'inbound' && ct.includes('INBOUND')) {
      return cdrCallingNumber(leg) || cdrField(leg, 'Caller ID number', 'caller id number');
    }
    if (direction === 'outbound' && ct.includes('OUTBOUND')) {
      return cdrCalledNumber(leg);
    }
  }
  const first = legs[0];
  if (!first) return null;
  if (direction === 'inbound') {
    return cdrCallingNumber(first) || cdrField(first, 'Caller ID number', 'caller id number');
  }
  return cdrCalledNumber(first);
}

function pickTerminalOutcome(legs) {
  // Prefer the user-phone leg, then any leg with explicit outcome.
  const phoneLegs = legs.filter(isUserPhoneLeg);
  const candidates = phoneLegs.length ? phoneLegs : legs;
  let chosen = candidates[candidates.length - 1];
  for (const leg of candidates) {
    if (cdrField(leg, 'Call outcome', 'call outcome')) {
      chosen = leg;
    }
  }
  return {
    outcome: cdrField(chosen, 'Call outcome', 'call outcome') || 'unknown',
    reason: cdrField(chosen, 'Call outcome reason', 'call outcome reason') || '',
    normal: isNormalCallOutcome(chosen),
  };
}

function summarizeReach(legs, direction) {
  const phoneLegs = legs.filter(isUserPhoneLeg);
  const answeredPhone = phoneLegs.find(isTruthyAnswered);
  const aaLegs = legs.filter(isAutomatedAttendantLeg);
  const answeredAa = aaLegs.find(isTruthyAnswered);

  if (direction === 'inbound') {
    return {
      reachedPhone: Boolean(answeredPhone),
      reachedAttendant: Boolean(answeredAa),
      endpointUser: answeredPhone
        ? cdrField(answeredPhone, 'User', 'user')
        : null,
      endpointModel: answeredPhone
        ? cdrField(answeredPhone, 'Model', 'model')
        : null,
      aaKeyPress: aaLegs.map((l) => cdrField(l, 'Auto Attendant Key Pressed', 'auto attendant key pressed'))
        .find((v) => v && v !== 'NA') || null,
    };
  }

  // Outbound: originating user/device leg answered, remote side picked up on terminating leg.
  const originating = legs.find((l) => cdrDirectionValue(l).includes('ORIGINAT') && isUserPhoneLeg(l));
  const remoteAnswered = legs.some((l) =>
    cdrDirectionValue(l).includes('TERMINAT') && isTruthyAnswered(l) && !isAutomatedAttendantLeg(l),
  );
  return {
    reachedPhone: Boolean(originating && isTruthyAnswered(originating)),
    connected: remoteAnswered || (originating && isTruthyAnswered(originating)),
    endpointUser: originating ? cdrField(originating, 'User', 'user') : null,
    endpointModel: originating ? cdrField(originating, 'Model', 'model') : null,
    reachedAttendant: false,
    aaKeyPress: null,
  };
}

/**
 * @param {object[]} rawLegs
 * @returns {object}
 */
export function summarizeCallGroup(correlationId, rawLegs) {
  const legs = [...(rawLegs || [])].sort((a, b) => {
    const ta = new Date(cdrStartTime(a) || 0).getTime();
    const tb = new Date(cdrStartTime(b) || 0).getTime();
    return ta - tb;
  });
  const direction = classifyCallDirection(legs);
  const starts = legs.map((l) => cdrStartTime(l)).filter(Boolean);
  const start = starts.length ? starts.sort()[0] : null;
  const releaseTimes = legs
    .map((l) => cdrField(l, 'Release time', 'release time'))
    .filter(Boolean);
  const end = releaseTimes.length ? releaseTimes.sort().reverse()[0] : null;
  const duration = (() => {
    if (start && end) {
      return Math.max(0, Math.round((new Date(end).getTime() - new Date(start).getTime()) / 1000));
    }
    return Math.max(...legs.map(cdrDurationSeconds), 0);
  })();

  const outcome = pickTerminalOutcome(legs);
  const reach = summarizeReach(legs, direction);
  const abnormal = legs.some((l) => !isNormalCallOutcome(l));

  return {
    correlationId,
    direction,
    start,
    end,
    duration,
    callingNumber: pickExternalNumber(legs, direction) || cdrCallingNumber(legs[0]),
    calledNumber: cdrCalledNumber(legs[legs.length - 1]) || cdrCalledNumber(legs[0]),
    outcome: outcome.outcome,
    outcomeReason: outcome.reason,
    normalOutcome: outcome.normal && !abnormal,
    abnormal,
    legCount: legs.length,
    ...reach,
    legs,
  };
}

/**
 * @param {object[]} rawItems deduped cdr_feed rows
 * @returns {object[]}
 */
export function groupCdrIntoCalls(rawItems) {
  const groups = new Map();
  for (const item of rawItems || []) {
    const corr = cdrCorrelationId(item);
    const key = corr
      ? `corr:${corr}`
      : `solo:${cdrRecordId(item) || cdrDedupKey(item)}`;
    if (!groups.has(key)) groups.set(key, { correlationId: corr, legs: [] });
    groups.get(key).legs.push(item);
  }

  return [...groups.values()]
    .map((g) => summarizeCallGroup(g.correlationId, g.legs))
    .sort((a, b) => new Date(a.start || 0).getTime() - new Date(b.start || 0).getTime());
}

export function summarizeCalls(calls) {
  let inbound = 0;
  let outbound = 0;
  let unknown = 0;
  let inboundReachedPhone = 0;
  let inboundAaOnly = 0;
  let outboundConnected = 0;
  let abnormal = 0;

  for (const call of calls) {
    if (call.direction === 'inbound') {
      inbound++;
      if (call.reachedPhone) inboundReachedPhone++;
      else if (call.reachedAttendant) inboundAaOnly++;
    } else if (call.direction === 'outbound') {
      outbound++;
      if (call.connected || call.reachedPhone) outboundConnected++;
    } else {
      unknown++;
    }
    if (call.abnormal || !call.normalOutcome) abnormal++;
  }

  const outcomes = {};
  for (const call of calls) {
    const key = [call.outcome, call.outcomeReason].filter(Boolean).join(' / ') || 'unknown';
    outcomes[key] = (outcomes[key] || 0) + 1;
  }

  return {
    total: calls.length,
    inbound,
    outbound,
    unknown,
    inboundReachedPhone,
    inboundAaOnly,
    outboundConnected,
    abnormal,
    outcomes,
  };
}