public long SetCallDetail(long organizationRoleUserId, long calledCustomerId = 0, string calledInNumber = "", string callerNumber = "", string callStatus = "", long?campaignId = null, long?healthPlanId = null, string customTags = "",
long?callQueueId = null, long callId = 0, bool readAndUnderstood = false, long eventId = 0, string callQueueCategory = "", long?dialerType = null, long?ProductTypeId = null)
{
var objCcRepCall = new Call
{
Id = callId,
CreatedByOrgRoleUserId = organizationRoleUserId,
StartTime = DateTime.Now,
CalledInNumber = calledInNumber,
CallerNumber = callerNumber,
CallBackNumber = callerNumber,
CallStatus = callStatus,
IsIncoming = false,
CalledCustomerId = calledCustomerId,
DateCreated = DateTime.Now,
DateModified = DateTime.Now,
CampaignId = campaignId,
HealthPlanId = healthPlanId,
CustomTags = !string.IsNullOrEmpty(customTags) ? customTags : null,
CallQueueId = callQueueId,
ReadAndUnderstood = readAndUnderstood,
EventId = eventId,
IsContacted = !string.IsNullOrEmpty(callQueueCategory) && (callQueueCategory != HealthPlanCallQueueCategory.AppointmentConfirmation) ? false : (bool?)null,
DialerType = dialerType,
ProductTypeId = ProductTypeId
};
var call = _callCenterCallRepository.Save(objCcRepCall);
return(call.Id);
}
public ActionResult StartCall(string cn, string dn, bool isInbound)
{
var call = new Call
{
CreatedByOrgRoleUserId = _sessionContext.UserSession.CurrentOrganizationRole.OrganizationRoleUserId,
StartTime = DateTime.Now,
IsIncoming = isInbound,
CalledInNumber = dn,
CallerNumber = cn,
DateCreated = DateTime.Now,
DateModified = DateTime.Now,
Status = (long)CallStatus.Initiated
};
call = _callCenterCallRepository.Save(call);
GuId = Guid.NewGuid().ToString();
var registrationFlow = new RegistrationFlowModel
{
GuId = GuId,
CallId = call.Id,
PreQualificationResultId = 0
};
RegistrationFlow = registrationFlow;
Response.RedirectUser("~/App/CallCenter/CallCenterRep/BasicCallInfo.aspx?guid=" + GuId);
return(null);
}
private bool UpdateCallDetails(long callId, long?callOutcomeId, string skipCallNotes)
{
var call = _callCenterCallRepository.GetById(callId);
if (callOutcomeId.HasValue && callOutcomeId == (long)CallStatus.CallSkipped)
{
call.Status = callOutcomeId.Value;
if (!string.IsNullOrEmpty(skipCallNotes))
{
SaveNotes(skipCallNotes, callId);
}
}
call.EndTime = DateTime.Now;
call.DateModified = DateTime.Now;
_callCenterCallRepository.Save(call);
return(true);
}
private Call SaveCall(CallUploadLog callLog, long eventId, long orgRoleUserId, long healthPlanId)
{
var call = new Call
{
CalledCustomerId = callLog.CustomerId,
StartTime = callLog.OutreachDateTime,
EndTime = callLog.OutreachDateTime.Value.AddMinutes(2),
DateCreated = callLog.OutreachDateTime.Value,
CallStatus = CallType.Existing_Customer.ToString().Replace("_", " "),
EventId = eventId,
IsIncoming = false,
Status = (long)callLog.OutcomeEnum.Value,
Disposition = callLog.DispositionEnum.HasValue ? ((ProspectCustomerTag)callLog.DispositionEnum.Value).ToString() : string.Empty,
IsUploaded = true,
IsNewCustomer = false,
CreatedByOrgRoleUserId = orgRoleUserId,
CallDateTime = callLog.OutreachDateTime.Value,
DateModified = callLog.OutreachDateTime.Value,
NotInterestedReasonId = callLog.ReasonEnum,
HealthPlanId = healthPlanId
};
return(_callCenterCallRepository.Save(call));
}
public long SaveGmsDialerCall(GmsDialerCallModel model, long orgRoleUserId, ILogger logger)
{
var callDateTime = Convert.ToDateTime(model.CallDate + " " + model.CallTime);
long status = 0;
var disposition = string.Empty;
if (model.CallDisposition.ToUpper() == "ANS.MACH")//Left Voice mail
{
status = (long)CallStatus.VoiceMessage;
}
else if (model.CallDisposition.ToUpper() == "NO.ANS") //No Answer/Busy/Mail Full
{
status = (long)CallStatus.NoAnswer;
}
else if (model.CallDisposition.ToUpper() == "BUSY") //No Answer/Busy/Mail Full
{
status = (long)CallStatus.NoAnswer;
}
else if (model.CallDisposition.ToUpper() == "DEAD")
{ //Incorrect Phone number
status = (long)CallStatus.TalkedtoOtherPerson;
disposition = ProspectCustomerTag.IncorrectPhoneNumber_TalkedToOthers.ToString();
}
var callQueue = _callQueueRepository.GetCallQueueByCategory(HealthPlanCallQueueCategory.MailRound);
long customerId = Convert.ToInt64(model.CustomerId);
var customer = _customerRepository.GetCustomer(customerId);
var healthPlanId = _corporateAccountRepository.GetHealthPlanIdByAccountName(model.HealthPlan);
if (healthPlanId == 0)
{
logger.Info(string.Format("Unable to parse for Customer Id : {0}. Healthplan not found by Name : {1}", model.CustomerId, model.HealthPlan));
return(0);
}
var calledNumber = !string.IsNullOrEmpty(model.PhoneHome) ? model.PhoneHome : !string.IsNullOrEmpty(model.PhoneOffice) ? model.PhoneOffice : model.PhoneCell;
var callQueueCustomer = _callQueueCustomerRepository.GetCallQueueCustomerByCustomerIdAndHealthPlanId(customerId, healthPlanId, HealthPlanCallQueueCategory.MailRound);
if (callQueueCustomer == null)
{
logger.Info(string.Format("Unable to parse for Customer Id : {0}. Call Queue Customer not found.", model.CustomerId));
return(0);
}
bool?isContacted = false;
if (callQueue.Category == HealthPlanCallQueueCategory.AppointmentConfirmation)
{
isContacted = null;
}
else
{
isContacted = (status == (long)CallStatus.Attended || status == (long)CallStatus.VoiceMessage || status == (long)CallStatus.LeftMessageWithOther);
}
var call = new Call()
{
CallDateTime = callDateTime,
StartTime = callDateTime,
EndTime = callDateTime,
CallStatus = CallType.Existing_Customer.GetDescription(),
IsIncoming = false,
CalledCustomerId = customerId,
Status = status,
CreatedByOrgRoleUserId = orgRoleUserId,
IsNewCustomer = false,
DateCreated = callDateTime,
DateModified = callDateTime,
ReadAndUnderstood = true,
HealthPlanId = healthPlanId,
CallQueueId = callQueue.Id,
DialerType = (long)DialerType.Gms,
CalledInNumber = model.CallerId,
CallerNumber = calledNumber,
CallBackNumber = calledNumber,
IsContacted = isContacted,
Disposition = disposition,
ProductTypeId = customer.ProductTypeId
};
call = _callCenterCallRepository.Save(call);
if (status == (long)CallStatus.TalkedtoOtherPerson && disposition == ProspectCustomerTag.IncorrectPhoneNumber_TalkedToOthers.ToString())
{
_customerService.UpdateIsIncorrectPhoneNumber(customerId, true, orgRoleUserId);
}
var callQueueCustomerCall = new CallQueueCustomerCall {
CallQueueCustomerId = callQueueCustomer.Id, CallId = call.Id
};
_callQueueCustomerCallRepository.Save(callQueueCustomerCall);
var customerAccountGlocomNumber = new CustomerAccountGlocomNumber
{
CallId = call.Id,
CustomerId = customerId,
GlocomNumber = PhoneNumber.ToNumber(model.CallerId),
CreatedDate = callDateTime,
IsActive = true
};
_customerAccountGlocomNumberService.SaveAccountCheckoutPhoneNumber(customerAccountGlocomNumber);
bool removeFromCallQueue = status == (long)CallStatus.TalkedtoOtherPerson;
var callQueueStatus = CallQueueStatus.Initial;
if (removeFromCallQueue)
{
callQueueStatus = CallQueueStatus.Removed;
}
callQueueCustomer.Disposition = disposition;
_callQueueCustomerContactService.SetCallQueueCustomerStatus(callQueueCustomer, callQueueStatus, orgRoleUserId, false, status, callDateTime);
var prospectCustomerId = callQueueCustomer.ProspectCustomerId ?? 0;
if (prospectCustomerId == 0)
{
var prospectCustomer = _prospectCustomerRepository.GetProspectCustomerByCustomerId(customerId);
if (prospectCustomer != null)
{
prospectCustomerId = prospectCustomer.Id;
}
}
_callQueueCustomerRepository.UpdateOtherCustomerAttempt(callQueueCustomer.Id, customerId, prospectCustomerId, orgRoleUserId, callQueueCustomer.CallDate, removeFromCallQueue, callQueueCustomer.CallQueueId, status, callDateTime, isForParsing: true, disposition: disposition);
return(call.Id);
}
public Customer SaveCallOutCome(CallOutComeEditModel model, long organizationRoleUserId)
{
Customer customer = _customerRepository.GetCustomer(model.CustomerId);
var isConverted = _eventRepository.CheckCustomerRegisteredForFutureEvent(model.CustomerId);
var prospectCustomer = ((IProspectCustomerRepository)_prospectCustomerRepository).GetProspectCustomerByCustomerId(model.CustomerId);
if (prospectCustomer == null)
{
prospectCustomer = _prospectCustomerFactory.CreateProspectCustomerFromCustomer(customer, isConverted);
}
else
{
prospectCustomer.IsConverted = isConverted;
}
if (model.CallStatusId == (long)CallStatus.Attended || model.CallStatusId == (long)CallStatus.VoiceMessage || model.CallStatusId == (long)CallStatus.LeftMessageWithOther ||
model.CallStatusId == (long)CallStatus.InvalidNumber || model.CallStatusId == (long)CallStatus.NoAnswer || model.CallStatusId == (long)CallStatus.NoEventsInArea || model.CallStatusId == (long)CallStatus.TalkedtoOtherPerson)
{
prospectCustomer.IsContacted = true;
prospectCustomer.ContactedDate = DateTime.Now;
prospectCustomer.ContactedBy = organizationRoleUserId;
}
if (!string.IsNullOrEmpty(model.DispositionAlias))
{
prospectCustomer.Tag = (ProspectCustomerTag)Enum.Parse(typeof(ProspectCustomerTag), model.DispositionAlias);
prospectCustomer.TagUpdateDate = DateTime.Now;
}
prospectCustomer = UpdateProspectCustomer(prospectCustomer, model.CallBackDateTime);
model.ProspectCustomerId = prospectCustomer.Id;
// }
var notes = string.IsNullOrWhiteSpace(model.Note) ? "" : model.Note;
if ((ProspectCustomerTag)Enum.Parse(typeof(ProspectCustomerTag), model.DispositionAlias) == ProspectCustomerTag.MemberStatesIneligibleMastectomy)
{
notes = notes.Replace(ProspectCustomerTag.MemberStatesIneligibleMastectomy.GetDescription() + " : ", "");
notes = !string.IsNullOrWhiteSpace(notes) ? ProspectCustomerTag.MemberStatesIneligibleMastectomy.GetDescription() + " : " + notes : ProspectCustomerTag.MemberStatesIneligibleMastectomy.GetDescription();
}
SaveNotes(notes, model.CallId);
SaveRegistrationNotes(model.CustomerId, notes, organizationRoleUserId);
var objCall = _callCenterCallRepository.GetById(model.CallId);
var disposition = "";
var tag = ProspectCustomerTag.Unspecified;
if ((model.CallStatusId == (long)CallStatus.Attended || model.CallStatusId == (long)CallStatus.LeftMessageWithOther || model.CallStatusId == (long)CallStatus.TalkedtoOtherPerson ||
model.CallStatusId == (long)CallStatus.NoEventsInArea) && !string.IsNullOrEmpty(model.DispositionAlias))
{
tag = (ProspectCustomerTag)Enum.Parse(typeof(ProspectCustomerTag), model.DispositionAlias);
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 || tag == ProspectCustomerTag.IncorrectPhoneNumber_TalkedToOthers ||
tag == ProspectCustomerTag.DeclinedMobileAndTransferredToHome || tag == ProspectCustomerTag.DeclinedMobileAndHomeVisit)
{
model.RemoveFromQueue = true;
}
disposition = model.DispositionAlias;
}
objCall.NotInterestedReasonId = model.NotIntrestedReasonId;
if (model.CallQueueId > 0)
{
var callQueue = _callQueueRepository.GetById(model.CallQueueId);
if (callQueue != null)
{
objCall.IsContacted = false;
if (callQueue.Category == HealthPlanCallQueueCategory.AppointmentConfirmation)
{
objCall.IsContacted = null;
}
else
{
if (model.CallStatusId == (long)CallStatus.Attended || model.CallStatusId == (long)CallStatus.VoiceMessage || model.CallStatusId == (long)CallStatus.LeftMessageWithOther || model.CallStatusId == (long)CallStatus.InvalidNumber || model.CallStatusId == (long)CallStatus.NoAnswer || model.CallStatusId == (long)CallStatus.NoEventsInArea || model.CallStatusId == (long)CallStatus.TalkedtoOtherPerson)
{
objCall.IsContacted = true;
}
}
}
}
if (model.DoNotCall || tag == ProspectCustomerTag.DoNotCall)
{
if (model.ProspectCustomerId > 0)
{
((IProspectCustomerRepository)_prospectCustomerRepository).UpdateDoNotCallStatus(model.ProspectCustomerId, ProspectCustomerConversionStatus.Declined);
}
customer = _customerService.UpdateDoNotCallStatus(customer, false, (long)DoNotContactSource.CallCenter);
}
else if (model.CallStatusId == (long)CallStatus.Attended && tag == ProspectCustomerTag.LanguageBarrier)
{
customer = _customerService.UpdateIsLanguageBarrier(customer, true);
}
else
{
if (model.ProspectCustomerId > 0)
{
((IProspectCustomerRepository)_prospectCustomerRepository).UpdateDoNotCallStatus(model.ProspectCustomerId, ProspectCustomerConversionStatus.NotConverted);
}
customer = _customerService.UpdateDoNotCallStatus(customer, true);
}
if (model.CustomerId > 0 && (model.CallStatusId == (long)CallStatus.TalkedtoOtherPerson && tag == ProspectCustomerTag.IncorrectPhoneNumber_TalkedToOthers) || (model.CallStatusId == (long)CallStatus.Attended && tag == ProspectCustomerTag.IncorrectPhoneNumber))
{
customer = _customerService.UpdateIsIncorrectPhoneNumber(customer, true);
}
else if (model.CallStatusId == (long)CallStatus.InvalidNumber)
{
var secondLastCall = _callCenterCallRepository.GetSecondLastCall(model.CustomerId, model.CallId);
if (secondLastCall != null && secondLastCall.Status == (long)CallStatus.InvalidNumber && secondLastCall.InvalidNumberCount == 1)
{
objCall.InvalidNumberCount = 2;
customer = _customerService.UpdateIsIncorrectPhoneNumber(customer, true);
}
else
{
objCall.InvalidNumberCount = 1;
customer = _customerService.UpdateIsIncorrectPhoneNumber(customer, false);
}
}
else
{
objCall.InvalidNumberCount = 0;
customer = _customerService.UpdateIsIncorrectPhoneNumber(customer, false);
}
if (model.CallStatusId == (long)CallStatus.Attended && (tag == ProspectCustomerTag.DeclinedMobileAndTransferredToHome || tag == ProspectCustomerTag.MemberStatesIneligibleMastectomy))
{
customer.ActivityId = null;
}
else if (objCall.Status == (long)CallStatus.Attended && (objCall.Disposition == ProspectCustomerTag.DeclinedMobileAndTransferredToHome.ToString() || objCall.Disposition == ProspectCustomerTag.MemberStatesIneligibleMastectomy.ToString()))
{
customer.ActivityId = model.ActivityId > 0 ? model.ActivityId : (long?)null;
}
if (model.CallStatusId == (long)CallStatus.Attended && tag == ProspectCustomerTag.MemberStatesIneligibleMastectomy)
{
customer = _customerService.UpdateDoNotCallStatuswithReason(customer, false, ProspectCustomerTag.MemberStatesIneligibleMastectomy);
var noteId = SaveDNCNotes(ProspectCustomerTag.MemberStatesIneligibleMastectomy.GetDescription(), organizationRoleUserId);
customer.DoNotContactReasonNotesId = noteId;
}
else if (objCall.Status == (long)CallStatus.Attended && objCall.Disposition == ProspectCustomerTag.MemberStatesIneligibleMastectomy.ToString())
{
customer = _customerService.UpdateDoNotCallStatus(customer, true);
}
objCall.Status = model.CallStatusId;
objCall.Disposition = disposition;
_callCenterCallRepository.Save(objCall);
UpdateOutboundCallStatus(organizationRoleUserId, model.CallQueueCustomerId, model.CallBackDateTime, model.RemoveFromQueue);
if (objCall.Status == (long)CallStatus.Attended)
{
ModifyCustomerToSaveConsent(customer, model);
}
_customerService.SaveCustomerOnly(customer, organizationRoleUserId);
UpdateCallProspectCustomerData(model, model.CallBackDateTime, organizationRoleUserId, model.CallQueueCustomerId, model.RemoveFromQueue);
return(customer);
}