Integrating KooKoo with Freshdesk for automated support management

gistfile1.php

<?php

session_start();

if($_REQUEST['event']=='NewCall')
{
	echo '<response>';
	$caller=get_user($_REQUEST['cid']);
	if($caller != "")
		echo '<playtext>Welcome '.$caller.'</playtext>';
	else
		echo '<playtext>Welcome</playtext>';
	echo '<response><collectdtmf t="#"><playtext>Please enter your ticket I D and terminate with hash</playtext></collectdtmf></response>';
	exit;
}

else if($_REQUEST['event']=='GotDTMF')
{
	$ticket_id=$_REQUEST['data'];
	if($ticket_id)
	{
		$agent_phone=get_agent_phone($ticket_id);
		if($agent_phone != '-1')
		{
			echo '<response filler="yes"><playtext>Please wait, connecting to your agent</playtext><dial moh="default">'.$agent_phone.'</dial></response>';
			exit;
		}
		else
		{
			echo '<response><collectdtmf t="#"><playtext>Sorry, did not get the agent.</playtext><playtext>Please enter your ticket I D</playtext></collectdtmf></response>';
			exit;
		}
	}else
	{
		echo '<response><collectdtmf t="#"><playtext>Sorry, did not get the ticket I D</playtext><playtext>Please enter your ticket I D</playtext></collectdtmf></response>';
		exit;
	}
}


function get_user($phone_no)
{
	$phone_no = substr($phone_no, -10);
	$return = get_curl('http://yourcompany.freshdesk.com/contacts.xml');
	$users = new SimpleXMLElement($return);
foreach($users->user as $user){
	if($substr(user->mobile,-10) == $phone_no)
		return $user->name;
}
return "";

}

function get_agent_phone($ticket_id)
{
//Replace with your company name
$return = get_curl('http://yourcompany.freshdesk.com/helpdesk/tickets/'.$ticket_id.'.xml');
$ticket = new SimpleXMLElement($return);
$responder=$ticket->{'responder-id'};
//echo 'test:'.$responder;
$return=get_curl('http://yourcompany.freshdesk.com/contacts/'.$responder.'.xml');
//echo $return;
$agent=new SimpleXMLElement($return);
$agent_no=$agent->{'phone'};
//echo 'agent:'.$agent_no;
if($agent_no)
	return $agent_no;
else
	return '-1';
}
function get_curl($url)
{
	$process = curl_init($url);
	curl_setopt($process, CURLOPT_HEADER, false);
        //Replace with your credentials
	curl_setopt($process, CURLOPT_USERPWD, "XXXXXXXXXXXXXXXXXXXX:YYYYYYY");
	curl_setopt($process, CURLOPT_TIMEOUT, 30);
	//curl_setopt($process, CURLOPT_POST, 1);
	//curl_setopt($process, CURLOPT_POSTFIELDS, $payloadName);
	curl_setopt($process, CURLOPT_RETURNTRANSFER, TRUE);
	$return = curl_exec($process);
	return $return;
}
?>