CRM challenge

New release of great software vTiger 5.2.0. Problem of misterious incoming calls pop-up windows persist but can be solved faster when in 5.1.0. "Solved" normally work out not for all who read such kind of articles - but hopefully some will benefit from it anyway.

In some easy steps we try to achieve incoming calls pop-up appear, and appear correctly.

1. vTiger 5.2.0 instalation

Lets make fresh installation of vTiger 5.2.0, just make it working as usually.

2. Try to do it as intended by original software.

Configure PBXManager for your Asterisk server.

Login as admin

Lets configure PBX Manager

Fill it with your data (only IP and Username, Password and Version are necessary)

First problem starts here. The vTiger PBX Manager Module not showing Asterisk version for choosing. Even if you fill it with your Asterisk server data it will not work anyway even with all other fixes done - it is checked! Anyway fill in available fields and click Update.

I fixed it for myself via phpmyadmin by writing directly to SQL table.

Now go to vTiger PBX Manager module again and check:

We configured PBX Manager.

Now configure My Preferences by filling in your Asterisk Extension and check Receive incoming calls.

Now you ready for test with original vTiger files.

a. Start in separate window this script http://{your vTiger domain name}/cron/modules/PBXManager/AsteriskClient.php

b. Switch to your vTiger browser window configured for your Asterisk Extension and initiate call to your Asterisk Extension from some other phone.

c. Wait for Incoming call pop-up window. If you don't see it - original files not worked for you and you need to read further.

3. Making vTiger Asterisk incoming call pup-up windows working (the magic starts here)

Making vTiger Asterisk incoming call pup-up windows working is all about this file

http://{your vTiger domain name}/cron/modules/PBXManager/AsteriskClient.php

Now you can just download this file named 520AsteriskClient.php (zipped) and upload it to http://{your vTiger domain name}/cron/modules/PBXManager/  - lay it down next to AsteriskClient.php (just for keeping all original files on its own places).

This file - is not universal solution. Modified PHP-file make it a little bit simplier but not as flexible as intended by developers. Anyway it worked fine for me so I share.

In the next article I will explain what and why was fixed in this AsteriskClient.php file so if it is not working for you - you be able to look for solution by yourself.

After this you can launch in your browser link http://{your vTiger domain name}/cron/modules/PBXManager/520AsteriskClient.php and try making incoming calls to your Asterisk extension while watching in your vTiger.

This should look like this (note incoming call popup window below):

This window tell us about incoming call from person with phone number not stored in vTiger.

Lets Create the Lead

And Save it.

Now lets make a call again. Note the window below now show information about caller as its phone already stored in vTiger.

4. Setup vTiger contexts for outgoing calls (optional)

This is not necessary for incoming calls i suppose but anyway you will need it. This is the path:

http://{your vTiger domain name}/modules/PBXManager/utils/AsteriskClass.php

P.S. Anyway in this new version of vTiger this AsteriskClient.php is done much better and works more stable!

5. Here is source code of fixed version AsteriskClient.php (available for download above and renamed to 520asteriskClient.php). All fixes marked as FIX:

#!/usr/bin/php
<?php
/*+**********************************************************************************
* The contents of this file are subject to the vtiger CRM Public License Version 1.0
* ("License"); You may not use this file except in compliance with the License
* The Original Code is:  vtiger CRM Open Source
* The Initial Developer of the Original Code is vtiger.
* Portions created by vtiger are Copyright (C) vtiger.
* All Rights Reserved.
************************************************************************************/

@ini_set('error_reporting', E_WARNING & ~E_NOTICE);

chdir('../../../');

# In case chdir is not permitted
# ini_set('include_path','../../../');
require_once ('config.php');
require_once ('include/utils/utils.php');
require_once ('include/language/en_us.lang.php');
require_once ('modules/PBXManager/utils/AsteriskClass.php');
require_once ('modules/PBXManager/AsteriskUtils.php');

main__asteriskClient();

function main__asteriskClient() {
global $app_strings, $current_user;
global $adb, $log;

$data = getAsteriskInfo($adb);

$errno = $errstr = null;
$sock  = @fsockopen($data['server'], $data['port'], $errno, $errstr, 1);
stream_set_blocking($sock, false);

if($sock === false) {
echo "Socket cannot be created due to errno [$errno] - $errstr";
$log->debug("Socket cannot be created due to errno [$errno] - $errstr");
exit(0);
}

echo "Connecting to asterisk server @ " . date("Y-m-d H:i:s") . "\n";
$log->debug("Connecting to asterisk server @ " . date("Y-m-d H:i:s"));
echo "Connected successfully\n\n";

$asterisk = new Asterisk($sock, $data['server'], $data['port']);    

# authorize user first
authorizeUser($data['username'], $data['password'], $asterisk);

// Keep looping to poll the asterisk events
while(true) {
// Give some break to avoid server hanging
sleep(1);
try {
$incoming = asterisk_handleEvents($asterisk, $adb, $data['version']);
asterisk_IncomingEventCleanup($adb);
} catch(Exception $ex) {
echo "EXCEPTION: " . $ex->getMessage() . "\n";
}
}
fclose($sock);
unset($sock);
}

/*
* Delete the stale incoming events information recorded to avoid
* overgrowth of the database.
*/
function asterisk_IncomingEventCleanup($adb) {
$HOURRANGE = 60 * 60;
$TIMELIMIT = $HOURRANGE * 12; // Delete events older than 'n' hours

$adb->pquery("DELETE FROM vtiger_asteriskincomingevents WHERE timer < ? ", array(time() - $TIMELIMIT) );
}

/**
* Grab the events from server, parse it and process it.
*/
function asterisk_handleEvents($asterisk, $adb, $version="1.4") {    
$fnEntryTime = time();
//values of flag for asteriskincomingevents(-1 for stray calls, 0 for incoming calls, 1 for outgoing call)
do {
$mainresponse = $asterisk->getAsteriskResponse();

if(!empty($mainresponse)) {
$state = ($version == "1.6")? "ChannelStateDesc" : "State";

if(asterisk_handleResponse1($mainresponse, $state, $adb)) { echo "iff1";
if(asterisk_handleResponse2($mainresponse, $adb, $asterisk, $state)) { echo "iff2";
if(asterisk_handleResponse3($mainresponse, $adb, $asterisk)){ echo "iff3";
// Proceed if previous event could not be handled.
}
}
}
} else {
// No more response to consume
break;
}
} while(true);

return false;
}

function asterisk_handleResponse1($mainresponse, $state, $adb) {
if(
(($mainresponse['Event'] == 'Newstate' || $mainresponse['Event'] == 'Newchannel') && ($mainresponse[$state] == 'Ring')
|| ($mainresponse['Event'] == 'Newstate' && $mainresponse[$state] == 'Ringing'))
) {

$uniqueid = $mainresponse['Uniqueid'];
/* fix1
if(!empty($mainresponse['CallerID'])) {
$callerNumber = $mainresponse['CallerID'];
}elseif(!empty($mainresponse['CallerIDNum'])) {
$callerNumber = $mainresponse['CallerIDNum'];
} */
if(!empty($mainresponse['CallerIDName'])) {
$callerName = $mainresponse['CallerIDName'];
}
$channel = $mainresponse['Channel'];
/* fix2 */  $callerNumber = $callerName;
$sql = "INSERT INTO vtiger_asteriskincomingevents
(uid, channel, from_number, from_name, timer, flag) VALUES(?,?,?,?,?,?)";
$adb->pquery($sql, array($uniqueid, $channel, $callerNumber, $callerName, time(), -1));

return false;
}
return true;
}

function asterisk_handleResponse2($mainresponse, $adb, $asterisk, $state) {
$appdata = $mainresponse['AppData'];

$uniqueid = $channel = $callerType = $extension = null;
$parseSuccess = false;

if(
//    fix3 $mainresponse['Event'] == 'Newexten' && (strstr($appdata, "__DIALED_NUMBER") || strstr($appdata, "EXTTOCALL"))
($mainresponse['Event'] == 'Newexten') && ($mainresponse['Application'] == 'Dial')
) {
$uniqueid = $mainresponse['Uniqueid'];

$channel = $mainresponse['Channel'];
$splits = explode('/', $channel);
$callerType = $splits[0]; //possible fix4 $callerType = ''; or SIP

$splits = explode('=', $appdata);
/*    $extension = $splits[1]; //possible */ /*fix5*/    $extension = $mainresponse['Extension'];

$parseSuccess = true;
} else if($mainresponse['Event'] == 'OriginateResponse'){
//if the event is OriginateResponse then its an outgoing call and set the flag to 1, so that AsteriskClient does not pick up as incoming call
$uniqueid = $mainresponse['Uniqueid'];
$adb->pquery("UPDATE vtiger_asteriskincomingevents set flag = 1 WHERE uid = ?", array($uniqueid));
}

if($parseSuccess) {    

if(checkExtension($extension, $adb)) {

$sql = "UPDATE vtiger_asteriskincomingevents SET to_number=?, callertype=?, timer=?, flag=? WHERE uid=?";
$adb->pquery($sql, array($extension, $callerType, time(), 0, $uniqueid));

$callerinfo = $adb->pquery("SELECT from_number,from_name FROM vtiger_asteriskincomingevents WHERE uid = ?",array($uniqueid));

if($adb->num_rows($callerinfo) > 0){
$callerNumber = $adb->query_result($callerinfo, 0, "from_number");
$callerName = $adb->query_result($callerinfo, 0, "from_name");

if(empty($callerNumber) || $callerNumber == '0') {
// We don't have the information who is calling, could happen in Asterisk 1.4 (when call is made to Queue)
// Let us defer the popup show for next Event: Link
$sql = "UPDATE vtiger_asteriskincomingevents SET flag=? WHERE uid=?";
$adb->pquery($sql, array(-1, $uniqueid));
} else {
$query = "INSERT INTO vtiger_asteriskincomingcalls (refuid, from_number, from_name, to_number, callertype, flag, timer) VALUES(?,?,?,?,?,?,?)";
$adb->pquery($query,array($uniqueid, $callerNumber, $callerName, $extension, $callerType, 0, time()));

}            
}
}

return false;
}

return true;
}

function asterisk_handleResponse3($mainresponse, $adb, $asterisk){

$uid = false;
$receiver_callerinfo = false;

// Asterisk 1.4 (Event: Link), Asterisk 1.6 (Event: Bride, Bridgestate: Link)
if($mainresponse['Event'] == 'Link' || ($mainresponse['Event'] == 'Bridge' && $mainresponse['Bridgestate'] == 'Link')){

$uid = $mainresponse['Uniqueid1'];
$uid2 = $mainresponse['Uniqueid2'];
$callerNumber = $mainresponse['CallerID1'];
$extensionCalled = $mainresponse['CallerID2'];

// Ignore the case wheren CallerIDs are same!
if($callerNumber == $extensionCalled) {
// case handled but we ignored.
return false;
}

$callerType = '';
$status = "received";

$sourceChannel = $mainresponse['Channel1'];

// Check if Popup has already been shown to user?
// Due to (asterisk 1.4 bug: https://issues.asterisk.org/view.php?id=11757)
// Popup display for Call made to queue is defered and will be handled below
// So we need to pick up events with (flag = 0, asterisk 1.6) or (flag = -1, asterisk 1.4)
// asterisk 1.4 - from_number is NULL,
// TODO check the state of from_number in asterisk 1.6
$checkres = $adb->pquery("SELECT * FROM vtiger_asteriskincomingevents WHERE uid=? and (flag = 0 or flag = -1) and (from_number is NULL or from_number = 0)", array($uid));
if($adb->num_rows($checkres) > 0) {
if(empty($checkresrow['from_name'])) $checkresrow['from_name'] = "Unknown";

$checkresrow = $adb->fetch_array($checkres);
$sql = "UPDATE vtiger_asteriskincomingevents SET from_number=?, to_number=?, timer=?, flag=? WHERE uid=?";
$adb->pquery($sql, array($callerNumber, $extensionCalled, time(), 0, $uid));

// Check if the user has checked Incoming Calls in My Preferences
if(checkExtension($extensionCalled, $adb)) {
$query = "INSERT INTO vtiger_asteriskincomingcalls (refuid, from_number, from_name, to_number, callertype, flag, timer) VALUES(?,?,?,?,?,?,?)";
$adb->pquery($query,array($uid, $callerNumber, $checkresrow['from_name'], $extensionCalled, '', 0, time()));
}
}
// END
} else if($mainresponse['Event']== 'Newexten' && $mainresponse['AppData'] == "DIALSTATUS=CONGESTION" || $mainresponse['Event'] == 'Hangup'){
$status = "missed";
$uid = $mainresponse['Uniqueid'];
$extensionCalled = false;

}        
// TODO Need to detect the caller number using the Event Information
$callerNumberInfo = $adb->pquery("SELECT from_number, callertype FROM vtiger_asteriskincomingevents WHERE uid=? AND from_number is not NULL LIMIT 1", array($uid));
if($callerNumberInfo && $adb->num_rows($callerNumberInfo)) {
$callerNumber = $adb->query_result($callerNumberInfo, 0, 'from_number');
$receiver_callerinfo = getCallerInfo($callerNumber);
}


if($uid !== false) {
// Create Record if not yet done and link to the event for further use
$eventResult = $adb->pquery("SELECT * FROM vtiger_asteriskincomingevents WHERE uid = ? and pbxrecordid is NULL AND flag =0", array($uid));

if($adb->num_rows($eventResult)){

$eventResultRow = $adb->fetch_array($eventResult);

$callerNumber = $eventResultRow['from_number'];

if($extensionCalled === false) {
$extensionCalled = $eventResultRow['to_number'];
}

// If we are not knowing the caller informatio (Asterisk 1.4, Event: Link not yet called)
if($callerNumber != 'Unknown' && $callerNumber != '0') {                
$pbxrecordid = addToCallHistory($extensionCalled, $callerNumber,
$extensionCalled , "incoming-$status", $adb, $receiver_callerinfo);
$adb->pquery("UPDATE vtiger_asteriskincomingevents SET pbxrecordid = ? WHERE uid = ?", array($pbxrecordid, $uid));
if(!empty($receiver_callerinfo['id'])) {
$adb->pquery("UPDATE vtiger_asteriskincomingevents SET relcrmid = ? WHERE uid = ?", array($receiver_callerinfo['id'], $uid));
}
}
return false;
}
}
return true;
}

/**
* Check if extension is configured to user in vtiger
*/
function checkExtension($ext, $adb){
$sql = "select 1 from vtiger_asteriskextensions where asterisk_extension=?";
$result = $adb->pquery($sql, array($ext));

if($adb->num_rows($result)>0){
return true;
}else{
return false;
}
}

If you feel passion to do it all yourself from scratch you may like this article describing general approach to fixing all these problems General approach to fixing Vtiger CRM incoming calls pop-up + small video