public CallOutComeEditModel GetCallOutCome(long callId, long callQueueCustomerId, long customerId)
{
var callOutComeModel = new CallOutComeEditModel();
var objCall = _callCenterCallRepository.GetById(callId);
if (objCall == null)
{
return(callOutComeModel);
}
callOutComeModel.CallStatusId = objCall.Status;
callOutComeModel.NotIntrestedReasonId = objCall.NotInterestedReasonId;
var objNote = _callCenterNotesRepository.GetByCallId(callId);
if (objNote != null)
{
callOutComeModel.Note = objNote.Notes.Replace(ProspectCustomerTag.MemberStatesIneligibleMastectomy.GetDescription(), "").Replace(":", "").Trim();
}
callOutComeModel.DispositionAlias = objCall.Disposition;
var customer = _customerRepository.GetCustomer(customerId);
if (customer.DoNotContactTypeId.HasValue && (customer.DoNotContactTypeId.Value == (long)DoNotContactType.DoNotContact || customer.DoNotContactTypeId.Value == (long)DoNotContactType.DoNotCall))
{
callOutComeModel.DoNotCall = true;
}
callOutComeModel.PhoneHome = customer.HomePhoneNumber.FormatPhoneNumber;
callOutComeModel.PhoneHomeConsent = customer.PhoneHomeConsentId;
callOutComeModel.PhoneOffice = customer.OfficePhoneNumber.FormatPhoneNumber;
callOutComeModel.PhoneOfficeConsent = customer.PhoneOfficeConsentId;
callOutComeModel.PhoneCell = customer.MobilePhoneNumber.FormatPhoneNumber;
callOutComeModel.PhoneCellConsent = customer.PhoneCellConsentId;
if (customerId > 0 && objCall.Disposition == (ProspectCustomerTag.CallBackLater).ToString())
{
var prospectCustomer = _prospectCustomerRepository.GetProspectCustomerByCustomerId(customerId);
if (prospectCustomer != null && prospectCustomer.IsQueuedForCallBack && prospectCustomer.CallBackRequestedOn.HasValue) //&& prospectCustomer.CallBackRequestedOn.Value.Date == DateTime.Today
{
callOutComeModel.CallBackDateTime = prospectCustomer.CallBackRequestedDate;
}
}
if (callQueueCustomerId > 0)
{
var callQueueCustomer = _callQueueCustomerRepository.GetById(callQueueCustomerId);
if (callQueueCustomer.Status == CallQueueStatus.Removed)
{
callOutComeModel.RemoveFromQueue = true;
}
callOutComeModel.CallQueueId = callQueueCustomer.CallQueueId;
}
return(callOutComeModel);
}
public ActionResult RegisterForEvent(long callQueueCustomerId, long eventId, long callId, long attemptId, bool isGmsCall = false, bool isViciCall = false, long previousEventId = 0)
{
var guid = Guid.NewGuid().ToString();
CallQueueCustomer callQueueCustomer = null;
long customerId = 0;
long prospectCustomerId = 0;
long campaignId = 0;
if (callQueueCustomerId > 0)
{
callQueueCustomer = _callQueueCustomerRepository.GetById(callQueueCustomerId);
customerId = callQueueCustomer.CustomerId.HasValue ? callQueueCustomer.CustomerId.Value : 0;
prospectCustomerId = callQueueCustomer.ProspectCustomerId.HasValue ? callQueueCustomer.ProspectCustomerId.Value : 0;
campaignId = callQueueCustomer.CampaignId.HasValue ? callQueueCustomer.CampaignId.Value : 0;
}
else
{
var call = _callCenterCallRepository.GetById(callId);
customerId = call.CalledCustomerId;
}
var registrationFlow = new RegistrationFlowModel
{
GuId = guid,
CallId = callId,
EventId = eventId,
CallQueueCustomerId = callQueueCustomerId,
CustomerId = customerId,
ProspectCustomerId = prospectCustomerId,
CampaignId = campaignId,
AttempId = attemptId,
IsGmsCall = isGmsCall,
IsViciCall = isViciCall
};
Session[guid] = registrationFlow;
if (registrationFlow.CustomerId > 0)
{
if (previousEventId > 0)
{
_eventCustomerQuestionAnswerService.UpdatePreQualifiedTestAnswers(customerId, eventId, previousEventId, _sessionContext.UserSession.CurrentOrganizationRole.OrganizationRoleUserId);
}
_callCenterCallRepository.UpdateCallCenterCallStatus(CallType.Existing_Customer.ToString().Replace("_", " "), callId);
string redirectUrl = _settings.AppUrl + "/App/CallCenter/CallCenterRep/ExistingCustomer/ExistingCustomer.aspx?CustomerType=Existing&CustomerID=" + registrationFlow.CustomerId + "&guid=" + guid;
Response.RedirectUser(redirectUrl);
return(null);
}
if (registrationFlow.ProspectCustomerId > 0)
{
_callCenterCallRepository.UpdateCallCenterCallStatus(CallType.Register_New_Customer.ToString().Replace("_", " "), callId);
string redirectUrl = _settings.AppUrl + "/App/CallCenter/CallCenterRep/ExistingCustomer/ExistingCustomer.aspx?CustomerType=New&guid=" + guid;
Response.RedirectUser(redirectUrl);
return(null);
}
return(null);
}
public void StartOutboundCall(long customerId, long prospectCustomerId, long callQueueCustomerId)
{
var organizationRoleUserId = _sessionContext.UserSession.CurrentOrganizationRole.OrganizationRoleUserId;
var callId = _outboundCallQueueService.SetCallDetail(organizationRoleUserId, customerId);
var guid = Guid.NewGuid().ToString();
var registrationFlow = new RegistrationFlowModel
{
GuId = guid,
CallId = callId,
CallQueueCustomerId = callQueueCustomerId
};
var callQueueCustomer = _callQueueCustomerRepository.GetById(callQueueCustomerId);
callQueueCustomer.Status = CallQueueStatus.InProcess;
callQueueCustomer.DateModified = DateTime.Now;
callQueueCustomer.ModifiedByOrgRoleUserId = _sessionContext.UserSession.CurrentOrganizationRole.OrganizationRoleUserId;
_callQueueCustomerRepository.Save(callQueueCustomer);
var callQueueCustomerCall = new CallQueueCustomerCall {
CallQueueCustomerId = callQueueCustomerId, CallId = callId
};
_callQueueCustomerCallRepository.Save(callQueueCustomerCall);
Session[guid] = registrationFlow;
if (customerId == 0 && prospectCustomerId > 0)
{
UpdateContactedInfo(prospectCustomerId);
registrationFlow.ProspectCustomerId = prospectCustomerId;
Response.RedirectUser("/App/CallCenter/CallCenterRep/BasicCallInfo.aspx?guid=" + guid);
}
else if (customerId > 0)
{
var customer = _customerRepository.GetCustomer(customerId);
var prospectCustomer = _prospectCustomerRepository.GetProspectCustomerByCustomerId(customerId);
if (prospectCustomer != null)
{
UpdateContactedInfo(prospectCustomer.Id);
registrationFlow.ProspectCustomerId = prospectCustomer.Id;
}
Response.RedirectUser("/App/CallCenter/CallCenterRep/CustomerVerification.aspx?CustomerID=" + customerId + "&Zip=" + customer.Address.ZipCode.Zip + "&guid=" + guid);
}
}
public bool EndActiveCall([FromUri] long callQueueCustomerId, [FromUri] long callId, [FromUri] bool isCallQueueRequsted, [FromUri] bool removeFromCallQueue)
{
var callQueueCustomer = _callQueueCustomerRepository.GetById(callQueueCustomerId);
var orgRoleUserId = _sessionContext.UserSession.CurrentOrganizationRole.OrganizationRoleUserId;
_callQueueCustomerContactService.EndActiveCall(callQueueCustomer, callId, isCallQueueRequsted, orgRoleUserId, removeFromCallQueue);
var customerId = callQueueCustomer.CustomerId ?? 0;
var prospectCustomerId = callQueueCustomer.ProspectCustomerId ?? 0;
if (prospectCustomerId == 0)
{
var prospectCustomer = _prospectCustomerRepository.GetProspectCustomerByCustomerId(customerId);
if (prospectCustomer != null)
{
prospectCustomerId = prospectCustomer.Id;
}
}
_callQueueCustomerRepository.UpdateOtherCustomerAttempt(callQueueCustomerId, customerId, prospectCustomerId, orgRoleUserId, callQueueCustomer.CallDate, removeFromCallQueue, callQueueCustomer.CallQueueId);
return(true);
}
public bool LockCallQueueCustomer([FromUri] long callQueueCustomerId)
{
var customer = _callQueueCustomerRepository.GetById(callQueueCustomerId);
var domain = new CallQueueCustomerLock
{
CallQueueCustomerId = customer.Id,
CustomerId = customer.CustomerId,
ProspectCustomerId = customer.ProspectCustomerId,
CreatedBy = 1,
CreatedOn = DateTime.Now
};
_callQueueCustomerLockRepository.SaveCallQueueCustomerLock(domain);
return(true);
}
public long StartCallAndUpdateCallAttemptTable(long callQueueCustomerId, long callAttemptId, string calledGlocomNumber, string patientPhoneNumber, string callQueueCategory)
{
var callQueueCustomer = _callQueueCustomerRepository.GetById(callQueueCustomerId);
var prospectCustomer = _prospectCustomerRepository.GetProspectCustomerByCustomerId(callQueueCustomer.CustomerId.Value);
var oldCustomerGlocomNumber = _customerAccountGlocomNumberRepository.GetByCustomerIdAndGlocomNumber(callQueueCustomer.CustomerId.Value, calledGlocomNumber.Replace("-", ""));
var incomingPhoneLine = calledGlocomNumber.Replace("-", "");
var callersPhoneNumber = patientPhoneNumber.Replace("-", "");
var customer = _customerRepository.GetCustomer((long)callQueueCustomer.CustomerId);
using (var scope = new TransactionScope())
{
var organizationRoleUserId = _sessionContext.UserSession.CurrentOrganizationRole.OrganizationRoleUserId;
var callStatus = CallType.Existing_Customer.ToString().Replace("_", " ");
var eventId = callQueueCustomer.EventId.HasValue && callQueueCustomer.EventCustomerId.HasValue ? callQueueCustomer.EventId.Value : 0;
var callId = _outboundCallQueueService.SetCallDetail(organizationRoleUserId, callQueueCustomer.CustomerId.Value, incomingPhoneLine, callersPhoneNumber, callStatus, callQueueCustomer.CampaignId, callQueueCustomer.HealthPlanId, null,
callQueueCustomer.CallQueueId, eventId: eventId, callQueueCategory: callQueueCategory, ProductTypeId: customer.ProductTypeId);
UpdateContactedInfo(prospectCustomer.Id, callId);
_customerCallQueueCallAttemptService.SetCallIdCallAttempt(callAttemptId, callId);
var callQueueCustomerCallModel = new CallQueueCustomerCall();
callQueueCustomerCallModel.CallId = callId;
callQueueCustomerCallModel.CallQueueCustomerId = callQueueCustomerId;
_callQueueCustomerCallRepository.Save(callQueueCustomerCallModel);
var customerAccountGlocomNumber = new CustomerAccountGlocomNumber
{
CallId = callId,
CustomerId = callQueueCustomer.CustomerId.Value,
GlocomNumber = calledGlocomNumber,
CreatedDate = DateTime.Now,
IsActive = true
};
var editmodel = new CallQueueCustomerCallDetailsEditModel
{
CallQueueCustomerId = callQueueCustomerId,
Disposition = string.Empty,
CallStatusId = (long)CallStatus.Initiated,
IsCallSkipped = false,
ModifiedByOrgRoleUserId = _sessionContext.UserSession.CurrentOrganizationRole.OrganizationRoleUserId,
Attempt = 0,
CallQueueStatus = (long)CallQueueStatus.Initial,
CallDate = DateTime.Today.AddDays(30),
CallQueueId = callQueueCustomer.CallQueueId
};
_callQueueCustomerRepository.UpdateCallqueueCustomerByCustomerId(editmodel, callQueueCustomer.CustomerId.Value);
if (oldCustomerGlocomNumber != null)
{
oldCustomerGlocomNumber.IsActive = false;
_customerAccountGlocomNumberRepository.Update(oldCustomerGlocomNumber);
}
_accountCheckoutPhoneNumberService.SaveAccountCheckoutPhoneNumber(customerAccountGlocomNumber);
scope.Complete();
return(callId);
}
}
public CallQueueCustomerNotesViewModel GetCustomerNotes(long callId, long callQueueCustomerId)
{
var callHistoryModel = new List <CallHistoryViewModel>();
CallQueueCustomer callQueueCustomer = null;
long customerId = 0;
long prospectCustomerId = 0;
if (callQueueCustomerId > 0)
{
callQueueCustomer = _callQueueCustomerRepository.GetById(callQueueCustomerId);
customerId = callQueueCustomer.CustomerId ?? 0;
prospectCustomerId = callQueueCustomer.ProspectCustomerId ?? 0;
}
else
{
var call = _callCenterCallRepository.GetById(callId);
customerId = call != null ? call.CalledCustomerId : 0;
}
var calls = _callCenterCallRepository.GetCallsForCallQueueCustomer(callId, customerId, prospectCustomerId);
if (calls != null && calls.Any())
{
var callCenterNotes = _callCenterNotesRepository.GetByCallIds(calls.Select(x => x.CallId));
var agentNameIds = _organizationRoleUserRepository.GetNameIdPairofUsers(calls.Select(x => x.CreatedByOrgRoleUserId).ToArray());
var callHistoryList = new List <CallHistoryViewModel>();
foreach (var customerCall in calls)
{
var agentNameId = agentNameIds.First(c => c.FirstValue == customerCall.CreatedByOrgRoleUserId);
var dispositionValue = "N/A";
if (!string.IsNullOrEmpty(customerCall.Disposition))
{
ProspectCustomerTag disposition;
Enum.TryParse(customerCall.Disposition, out disposition);
if (Enum.IsDefined(typeof(ProspectCustomerTag), disposition))
{
dispositionValue = disposition.GetDescription();
}
}
var callHistory = new CallHistoryViewModel()
{
CallId = customerCall.CallId,
DateCreated = customerCall.CallDateTime,
CallOutcome = ((CallStatus)customerCall.Status).GetDescription(),
RequestedCallBack = callQueueCustomer != null ? callQueueCustomer.CallDate : (DateTime?)null,
CreatedBy = agentNameId.SecondValue,
Disposition = dispositionValue,
NotInterestedReason = customerCall.NotInterestedReasonId.HasValue ? ((NotInterestedReason)customerCall.NotInterestedReasonId).GetDescription() : "N/A"
};
if (callCenterNotes != null && callCenterNotes.Any())
{
var customerNotes = callCenterNotes.Where(ccn => ccn.CallId == customerCall.CallId).Select(ccn => ccn).ToArray();
callHistory.Notes = customerNotes.Select(cn => new NotesViewModel()
{
Note = cn.Notes, EnteredOn = cn.DateCreated
}).OrderByDescending(x => x.EnteredOn);
}
callHistoryList.Add(callHistory);
}
callHistoryModel.AddRange(callHistoryList.OrderByDescending(x => x.DateCreated).ToList());
}
var mailHistoryList = new List <DirectMailViewModel>();
if (customerId > 0)
{
var directMails = _directMailRepository.GetByCustomerId(customerId);
if (directMails != null && directMails.Any())
{
var agentNameIds = _organizationRoleUserRepository.GetNameIdPairofUsers(directMails.Select(x => x.Mailedby).ToArray());
var directMailTypes = _directMailTypeRepository.GetAll();
foreach (var directMail in directMails)
{
var agentNameId = agentNameIds.First(c => c.FirstValue == directMail.Mailedby);
var directMailSentToCustomer = "N/A";
if (directMail.DirectMailTypeId.HasValue)
{
directMailSentToCustomer = directMailTypes.Single(x => x.Id == directMail.DirectMailTypeId.Value).Name;
}
mailHistoryList.Add(new DirectMailViewModel()
{
DateCreated = directMail.MailDate,
CreatedBy = agentNameId.SecondValue,
DirectMailType = directMailSentToCustomer,
Notes = directMail.IsInvalidAddress ? directMail.Notes : "N/A"
});
}
}
}
var customerCallNotesViewModel = new List <CustomerCallNotesViewModel>();
if (customerId > 0)
{
var customerCallNotes = _customerCallNotesRepository.GetCustomerNotes(customerId).ToList();
var orders = _orderRepository.GetAllOrdersForCustomer(customerId);
if (orders != null && orders.Count() > 0)
{
var refundRequests = _refundRequestRepository.GeRefundRequestByOrderIds(orders.Select(oec => oec.Id).ToArray(), RefundRequestType.CustomerCancellation);
if (refundRequests != null && refundRequests.Count() > 0)
{
var refundRequestNotes = new List <CustomerCallNotes>();
foreach (var refundRequest in refundRequests)
{
refundRequestNotes.Add(new CustomerCallNotes
{
CustomerId = customerId,
Notes = refundRequest.Reason,
NotesType = CustomerRegistrationNotesType.CancellationNote,
DataRecorderMetaData = new DataRecorderMetaData(refundRequest.RequestedByOrgRoleUserId, refundRequest.RequestedOn, null)
});
}
customerCallNotes = customerCallNotes.Concat(refundRequestNotes).ToList();
}
}
if (!customerCallNotes.IsNullOrEmpty())
{
customerCallNotes = customerCallNotes.OrderByDescending(x => x.DataRecorderMetaData.DateCreated).ToList();
var orgRoleUserIds = customerCallNotes.Select(x => x.DataRecorderMetaData.DataRecorderCreator.Id).ToArray();
orgRoleUserIds = orgRoleUserIds.Distinct().ToArray();
var agentNameIds = _organizationRoleUserRepository.GetNameIdPairofUsers(orgRoleUserIds);
customerCallNotesViewModel.AddRange(from notes in customerCallNotes
let createdBy = agentNameIds.First(x => x.FirstValue == notes.DataRecorderMetaData.DataRecorderCreator.Id).SecondValue
select GetCustomerCallNotesViewModel(notes, createdBy));
}
}
var notesViewModel = new CallQueueCustomerNotesViewModel
{
CallHistory = callHistoryModel,
CustomerCallNotes = customerCallNotesViewModel,
DirectMail = mailHistoryList
};
return(notesViewModel);
}
public bool EndHealthPlanActiveCall(EndHealthPlanCallEditModel model)
{
var isCallQueueRequsted = false;
var removeFromCallQueue = false;
long customerId = 0;
var callQueueCustomer = _callQueueCustomerRepository.GetById(model.CallQueueCustomerId);
if (callQueueCustomer != null)
{
customerId = callQueueCustomer.CustomerId ?? 0;
}
//update call status in CustomerCallQueueCallAttempt Table
if (model.IsSkipped && model.AttemptId > 0)
{
var attempt = _customerCallQueueCallAttemptRepository.GetById(model.AttemptId);
attempt.IsCallSkipped = true;
if (!string.IsNullOrEmpty(model.SkipCallNote))
{
attempt.SkipCallNote = model.SkipCallNote;
}
_customerCallQueueCallAttemptRepository.Save(attempt);
}
else if (model.CallId != 0)
{
Call callCenterCalll = null;
if (model.CallId > 0)
{
callCenterCalll = _callCenterCallRepository.GetById(model.CallId);
customerId = callCenterCalll != null ? callCenterCalll.CalledCustomerId : 0;
if (callCenterCalll != null && callCenterCalll.Status == (long)CallStatus.TalkedtoOtherPerson)
{
removeFromCallQueue = true;
}
}
if (!string.IsNullOrEmpty(model.SelectedDisposition))
{
var tag = (ProspectCustomerTag)System.Enum.Parse(typeof(ProspectCustomerTag), model.SelectedDisposition);
if (tag == ProspectCustomerTag.CallBackLater)
{
isCallQueueRequsted = true;
}
else if (tag == ProspectCustomerTag.BookedAppointment || tag == ProspectCustomerTag.HomeVisitRequested || tag == ProspectCustomerTag.MobilityIssue ||
tag == ProspectCustomerTag.DoNotCall || tag == ProspectCustomerTag.Deceased || tag == ProspectCustomerTag.NoLongeronInsurancePlan ||
tag == ProspectCustomerTag.MobilityIssues_LeftMessageWithOther || tag == ProspectCustomerTag.DebilitatingDisease || tag == ProspectCustomerTag.InLongTermCareNursingHome ||
tag == ProspectCustomerTag.PatientConfirmed || tag == ProspectCustomerTag.CancelAppointment || tag == ProspectCustomerTag.ConfirmLanguageBarrier)
{
removeFromCallQueue = true;
}
if (tag == ProspectCustomerTag.LanguageBarrier && customerId > 0)
{
_customerService.UpdateIsLanguageBarrier(customerId, true, _sessionContext.UserSession.CurrentOrganizationRole.OrganizationRoleUserId);
}
if (tag == ProspectCustomerTag.IncorrectPhoneNumber && customerId > 0)
{
_customerService.UpdateIsIncorrectPhoneNumber(customerId, true, _sessionContext.UserSession.CurrentOrganizationRole.OrganizationRoleUserId);
}
if (tag == ProspectCustomerTag.RescheduleAppointment && callQueueCustomer != null && callQueueCustomer.EventCustomerId.HasValue)
{
var eventCustomer = _eventCustomerRepository.GetById(callQueueCustomer.EventCustomerId.Value);
if (eventCustomer.AppointmentId.HasValue)
{
var appointment = _appointmentRepository.GetById(eventCustomer.AppointmentId.Value);
var eventInfo = _eventService.GetById(eventCustomer.EventId);
callQueueCustomer.EventId = eventCustomer.EventId;
callQueueCustomer.AppointmentDate = appointment.StartTime;
callQueueCustomer.AppointmentDateTimeWithTimeZone = _smsHelper.ConvertToServerTime(appointment.StartTime, eventInfo.EventTimeZone, !DaylightSavingNotApplicableStates.Contains(eventInfo.State));
}
}
if (tag == ProspectCustomerTag.PatientConfirmed && callQueueCustomer != null && callQueueCustomer.EventCustomerId.HasValue)
{
var eventCustomer = _eventCustomerRepository.GetById(callQueueCustomer.EventCustomerId.Value);
eventCustomer.IsAppointmentConfirmed = true;
eventCustomer.ConfirmedBy = _sessionContext.UserSession.CurrentOrganizationRole.OrganizationRoleUserId;
_eventCustomerRepository.Save(eventCustomer);
}
}
var orgRoleUserId = _sessionContext.UserSession.CurrentOrganizationRole.OrganizationRoleUserId;
_callQueueCustomerContactService.EndActiveCall(callQueueCustomer, model.CallId, isCallQueueRequsted, orgRoleUserId, removeFromCallQueue, model.CallOutcomeId, model.SkipCallNote);
if (callQueueCustomer != null)
{
var prospectCustomerId = callQueueCustomer.ProspectCustomerId ?? 0;
if (prospectCustomerId == 0)
{
var prospectCustomer = _prospectCustomerRepository.GetProspectCustomerByCustomerId(customerId);
if (prospectCustomer != null)
{
prospectCustomerId = prospectCustomer.Id;
}
}
_callQueueCustomerRepository.UpdateOtherCustomerAttempt(model.CallQueueCustomerId, customerId, prospectCustomerId, orgRoleUserId, callQueueCustomer.CallDate, removeFromCallQueue, callQueueCustomer.CallQueueId, model.CallOutcomeId);
}
}
return(true);
}