Zendesk Agent Connected Callback

zendesk_agent_connected_callback

var credentials = {
    "token": "xwqg6abjI6PP3Y6xlL64ovWNncwIwXpZqgIJzAfx",
    "base_url": "https://drumbitesting.zendesk.com/",
    "username": "farsheed@drumbi.com",
    "api_path": "api/v2",
    "session_id": localSession.beatsession_guid
}

var dashboard_url = "https://dashboard.drumbi.com/v1/notification/" + localSession.beatsession_guid;

drumbi.getAllVariables(function(err, sessionData) {
    if(sessionData.ticket_id){
        updateTicket(sessionData);
    }
    else{
        var json = {
            caller_email: sessionData.email,
            agent_firstname: sessionData.agent_firstname,
            caller_name: sessionData.caller_name,
            caller_number: sessionData.caller_number,
            subject: sessionData.topic,
            credentials: credentials,
            page: decodeURIComponent(sessionData.url),
            referrer: decodeURIComponent(sessionData.referrer),
            session_id: localSession.beatsession_guid,
            ip: sessionData.ip,
            platform: sessionData.platform,
            browser: sessionData.browser,
            url: decodeURIComponent(sessionData.url),
            tickets: []
        };
     
        drumbi.set({'session_info': JSON.stringify(json),
            caller_name: sessionData.caller_name,
            email: sessionData.email
        }, function() {
            customerSearch(json);
        })
    }
})

function updateTicket(sessionData){
    var name = sessionData.agent_firstname;
    var body = 'Callback Initiated by ' + name + '.\n' 
		+ 'Session ID: ' + localSession.beatsession_guid;
		
    zendesk.updateTicket({
        ticket: {
            id: sessionData.ticket_id,
            comment: {
                body: body,
                public: false,
                author_id: sessionData.requester_id
            }
        },
        caller: {
            name: sessionData.caller_name,
            email: sessionData.email,
            number: sessionData.caller_number
        },
        credentials: sessionData.session_info.credentials
    }, function(err, result) {});
}

function customerSearch(sessionData) {
    
    var callerInfo = {
        "name": "No Name",
        "email": "noemail@drumbi.com",
        "caller_number" : ""
    }

    if(sessionData.caller_name)
        callerInfo.name = sessionData.caller_name;
        
    if(sessionData.caller_email)
        callerInfo.email = sessionData.caller_email;
        
    callerInfo.caller_number = sessionData.caller_number;
    
    zendesk.customerSearch({
        "caller": callerInfo,
        "credentials": credentials
    }, function(err, response) {
        if(!response.data.error){
            callerInfo.name = response.data.caller_info.name;
            callerInfo.email = response.data.caller_info.email;
            callerInfo.caller_number = response.data.caller_info.phone;
        }
        
        sessionData.caller_number = callerInfo.caller_number;
        sessionData.caller_email = callerInfo.email;
        sessionData.caller_name = callerInfo.name;
        
        createTicket(sessionData);
    });
}

function createTicket(sessionData) {
    var body = 'Incoming Call From ' + sessionData.caller_number + ' \n'
		+ 'Subject: ' + sessionData.subject + ' > New \n' 
		+ 'Name: ' + sessionData.caller_name + ' \n'
		+ 'Email: ' + sessionData.caller_email + ' \n'
		+ 'Browser: ' + sessionData.browser + ' \n'
		+ 'Platform: ' + sessionData.platform + ' \n'
		+ 'IP: ' + sessionData.ip + ' \n'
		+ 'Page: ' + sessionData.page + ' \n'
		+ 'Referrer: ' + sessionData.referrer + ' \n'
		+ 'Session ID: ' + localSession.beatsession_guid + '\n'
		+ 'Drumbi Details: ' + dashboard_url;
    //get email
    zendesk.createTicket({
        ticket: {
            subject: sessionData.subject + ' > New',
            status: 'open',
            priority: 'normal',
            comment: {
                body: body,
                public: false
            },
            via_id: 44
        },
        caller: {
            name: sessionData.caller_name,
            email: sessionData.caller_email,
            number: sessionData.caller_number
        },
        credentials: credentials
    }, function(err, result) {
        drumbi.set({
            notification_url: sessionData.credentials.base_url + 'agent/#/tickets/'+ result.data.ticket.id,
            zendesk: sessionData.credentials.base_url + 'agent/#/tickets/'+ result.data.ticket.id,
            zenid: result.data.ticket.id,
            topic: sessionData.subject,
            ticket_id: result.data.ticket.id,
            requester_id: result.data.ticket.requester_id
        }, function(err, result) {
            drumbi.connectCaller();
        })
    });
}