collabSupport/services/callReport/formatCallLine.js

// services/callReport/formatCallLine.js
// Readable per-call lines for /callreport.

import { DateTime } from 'luxon';

export const WAN_THRESHOLDS = {
  mosFair: 4,
  mosUnusable: 3.5,
  jitterMs: 40,
  lossPct: 5,
};

export function formatDurationHuman(seconds) {
  const s = Math.max(0, Math.round(Number(seconds) || 0));
  if (s < 60) return `${s}s`;
  const m = Math.floor(s / 60);
  const rem = s % 60;
  return rem ? `${m}m ${rem}s` : `${m}m`;
}

export function formatLocalTime(iso, timeZone) {
  if (!iso) return '—';
  try {
    return DateTime.fromISO(String(iso), { zone: 'utc' })
      .setZone(timeZone || 'utc')
      .toFormat('h:mma')
      .toLowerCase();
  } catch {
    return String(iso);
  }
}

function fmtPhone(num) {
  if (!num) return null;
  const s = String(num).trim();
  if (!s) return null;
  if (s.startsWith('+')) return s;
  const d = s.replace(/\D/g, '');
  if (d.length === 10) return `+1${d}`;
  if (d.length === 11 && d.startsWith('1')) return `+${d}`;
  return s;
}

function partyLabel(lineId, number) {
  const phone = fmtPhone(number);
  const lid = lineId && String(lineId).toUpperCase() !== 'NA' ? String(lineId).trim() : null;
  if (lid && phone) return `${lid} (${phone})`;
  if (lid) return lid;
  if (phone) return phone;
  return '?';
}

function storeUserLabel(user, number) {
  const phone = fmtPhone(number);
  const u = user && String(user).trim();
  if (u && phone) return `${u} (${phone})`;
  if (u) return u;
  if (phone) return phone;
  return '?';
}

function outboundOriginNumber(number) {
  const numRaw = number && String(number).trim();
  if (!numRaw) return null;
  if (numRaw.length <= 5 && !numRaw.startsWith('+')) return numRaw;
  return fmtPhone(number) || numRaw;
}

function formatOutboundOrigin(call) {
  const user = call.endpointUser || call.leftParty?.user;
  const number = call.leftParty?.number || call.callingNumber;
  const model = call.model || call.endpointModel || call.leftParty?.model;
  const u = user && String(user).trim();
  const num = outboundOriginNumber(number);
  const inner = [num, model && String(model).trim()].filter(Boolean).join(', ');

  if (u && inner) return `${u} (${inner})`;
  if (u) return u;
  if (inner) return inner;
  return '?';
}

function isShortDial(num) {
  const s = String(num || '').trim();
  if (!s) return false;
  if (/^[#*]?\d{1,4}$/.test(s)) return true;
  const d = s.replace(/\D/g, '');
  return d.length > 0 && d.length <= 4;
}

function formatRemoteParty(call) {
  const num = call.calledNumber || call.rightParty?.number;
  if (call.direction === 'outbound' && isShortDial(num)) {
    return `dialed ${num}`;
  }
  return fmtPhone(num) || '?';
}

function isAaOnly(call) {
  return Boolean(call.reachedAttendant && !call.reachedPhone);
}

function rightSuffix(call) {
  const aaOnly = isAaOnly(call);
  const parts = [];
  if (!aaOnly && call.finalNumber && call.finalNumber !== call.calledNumber && call.finalNumber !== call.storeMainNumber) {
    parts.push(`final ${call.finalNumber}`);
  }
  if (!aaOnly && call.model) parts.push(call.model);
  if (aaOnly && call.aaKeyPress) {
    parts.push(`AA key ${call.aaKeyPress}`);
  }
  if (!parts.length) return '';
  return ` (${parts.join(', ')})`;
}

function roundMetric(value, decimals = 1) {
  if (typeof value !== 'number' || !Number.isFinite(value)) return null;
  const factor = 10 ** decimals;
  return Math.round(value * factor) / factor;
}

function isCleanSuccess(call) {
  if (call.abnormal || !call.normalOutcome) return false;
  const disposition = String(call.disposition || call.outcome || '').trim();
  return disposition.toLowerCase() === 'success';
}

/**
 * Leading icon for a call line.
 */
export function formatCallPrefix(call) {
  if (isAaOnly(call)) return '⚠️ ';
  if (call.abnormal || !call.normalOutcome) return '⚠️ ';
  if (isCleanSuccess(call)) return '✅ ';
  return '';
}

/**
 * Trailing disposition text (omits redundant "Success" when prefixed with ✅).
 */
export function formatDispositionSuffix(call) {
  if (isAaOnly(call)) return '';
  if (isCleanSuccess(call)) return '';
  const disposition = call.disposition || call.outcome || 'unknown';
  if (String(disposition).trim().toLowerCase() === 'success') return '';
  return ` ${disposition}`;
}

function wanMetricLabel(label, value, unit, warnIcon, criticalIcon) {
  let icon = '';
  if (criticalIcon) icon = ` ${criticalIcon}`;
  else if (warnIcon) icon = ` ${warnIcon}`;
  return `${label}: ${value}${unit}${icon}`;
}

/**
 * @param {object} wan
 * @returns {string|null}
 */
export function formatWanLine(wan) {
  if (!wan) return null;
  const bits = [];
  const mos = roundMetric(wan.mos, 1);
  const jitter = roundMetric(wan.jitter, 1);
  const loss = roundMetric(wan.loss, 1);

  if (mos != null) {
    let warn = null;
    let critical = null;
    if (mos < WAN_THRESHOLDS.mosUnusable) critical = '‼️';
    else if (mos < WAN_THRESHOLDS.mosFair) warn = '⚠️';
    bits.push(wanMetricLabel('MOS', mos, '', warn, critical));
  }
  if (jitter != null) {
    const warn = jitter > WAN_THRESHOLDS.jitterMs ? '⚠️' : null;
    bits.push(wanMetricLabel('Jitter', jitter, 'ms', warn, null));
  }
  if (loss != null) {
    const warn = loss > WAN_THRESHOLDS.lossPct ? '⚠️' : null;
    bits.push(wanMetricLabel('Loss', loss, '%', warn, null));
  }
  return bits.length ? bits.join('  ') : null;
}

/**
 * @param {object} call grouped call from groupCdrCalls
 * @param {{ timeZone?: string, includeWan?: boolean, detail?: boolean }} opts
 * @returns {{ line1: string, line2: string|null }}
 */
export function formatCallBlock(call, opts = {}) {
  const { timeZone, includeWan = true, detail = false } = opts;
  const time = formatLocalTime(call.start, timeZone);
  const dur = formatDurationHuman(call.duration);
  const prefix = formatCallPrefix(call);

  let left;
  let right;
  if (call.direction === 'inbound') {
    left = partyLabel(call.callingLineId || call.leftParty?.lineId, call.callingNumber || call.leftParty?.number);
    const main = fmtPhone(call.storeMainNumber || call.calledNumber || call.rightParty?.main) || '?';
    right = `${main}${rightSuffix(call)}`;
  } else if (call.direction === 'outbound') {
    left = formatOutboundOrigin(call);
    right = formatRemoteParty(call);
  } else {
    left = partyLabel(call.callingLineId, call.callingNumber);
    right = fmtPhone(call.calledNumber) || '?';
  }

  const suffix = formatDispositionSuffix(call);
  let line1 = `${prefix}${time} (${dur}): ${left} → ${right}${suffix}`;
  if (detail && call.correlationId) {
    line1 += ` _(${call.legCount} leg(s), ${call.correlationId.slice(0, 8)}…)_`;
  }

  let line2 = null;
  if (includeWan && call.wan) {
    const wanText = formatWanLine(call.wan);
    if (wanText) line2 = `  ${wanText}`;
  }

  return { line1, line2 };
}