call-center/services/routing_service/app.py

from __future__ import annotations

import json

from fastapi import Depends, FastAPI, HTTPException
from sqlalchemy import select, text

from services.routing_service import engine as routing_engine
from services.shared.core import Role, new_id, utc_now_iso
from services.shared.db import engine, get_session
from services.shared.models import (
    AgentCreate,
    AgentPoolOut,
    AgentStatusUpdateIn,
    EscalationOut,
    HealthResponse,
    QueueCreate,
    QueueOut,
    RoutingAgentReserveIn,
    RoutingAgentReserveOut,
    RoutingAgentStatusIn,
)
from services.shared.security import require_roles
from services.shared.sql_init import init_sql_schema
from services.shared.sql_models import AgentRow, EscalationRow, IvrSessionRow, Queue, RoutingCounter

app = FastAPI(title="routing-service", version="1.1.0")

init_sql_schema()

_AGENTS = {
    "voice": ["operator_a", "operator_b", "operator_c"],
    "telegram": ["operator_t1", "operator_t2"],
    "webchat": ["operator_w1"],
    "email": ["operator_e1"],
}


def _db_backend_name() -> str:
    return engine.url.get_backend_name()


def _next_agent_index(session, *, channel: str, agent_count: int) -> int:
    if _db_backend_name() != "postgresql":
        counter = session.execute(
            select(RoutingCounter).where(RoutingCounter.channel == channel)
        ).scalar_one_or_none()
        if not counter:
            counter = RoutingCounter(channel=channel, counter=0)
            session.add(counter)
            session.flush()

        idx = counter.counter % agent_count
        counter.counter += 1
        return idx

    counter_value = session.execute(
        text(
            """
            INSERT INTO routing_counters(channel, counter)
            VALUES (:channel, 1)
            ON CONFLICT (channel)
            DO UPDATE SET counter = routing_counters.counter + 1
            RETURNING counter
            """
        ),
        {"channel": channel},
    ).scalar_one()
    return (int(counter_value) - 1) % agent_count


def _parse_rules_json(raw_rules_json: str | None) -> list[dict]:
    if not raw_rules_json:
        return []
    try:
        data = json.loads(raw_rules_json)
    except (TypeError, json.JSONDecodeError):
        return []

    if isinstance(data, list):
        return [item for item in data if isinstance(item, dict)]

    if isinstance(data, dict):
        nested_rules = data.get("rules")
        if isinstance(nested_rules, list):
            return [item for item in nested_rules if isinstance(item, dict)]
        if data:
            return [data]
        return []

    return []


def _to_out(row: Queue) -> QueueOut:
    return QueueOut(
        queue_id=row.queue_id,
        name=row.name,
        description=row.description,
        rules=_parse_rules_json(row.rules_json),
        created_at=row.created_at,
    )


@app.get("/health", response_model=HealthResponse)
def health() -> HealthResponse:
    return HealthResponse(status="ok", service="routing-service", version="v1.1")


@app.post("/queues", response_model=QueueOut)
def create_queue(payload: QueueCreate, _: dict = Depends(require_roles(Role.ADMIN, Role.SUPERVISOR))) -> QueueOut:
    session = get_session()
    try:
        row = Queue(
            queue_id=new_id("que"),
            name=payload.name,
            description=payload.description,
            rules_json=json.dumps([r.model_dump() for r in payload.rules], ensure_ascii=False),
            created_at=utc_now_iso(),
        )
        session.add(row)
        session.commit()
        session.refresh(row)
        return _to_out(row)
    finally:
        session.close()


@app.get("/queues", response_model=list[QueueOut])
def list_queues(
    _: dict = Depends(require_roles(Role.ADMIN, Role.SUPERVISOR)),
) -> list[QueueOut]:
    session = get_session()
    try:
        rows = session.execute(select(Queue).order_by(Queue.id.desc())).scalars().all()
        return [_to_out(r) for r in rows]
    finally:
        session.close()


@app.patch("/queues/{queue_id}/rules", response_model=QueueOut)
def update_rules(
    queue_id: str,
    payload: QueueCreate,
    _: dict = Depends(require_roles(Role.ADMIN, Role.SUPERVISOR)),
) -> QueueOut:
    session = get_session()
    try:
        row = session.execute(select(Queue).where(Queue.queue_id == queue_id)).scalar_one_or_none()
        if not row:
            raise HTTPException(status_code=404, detail="Queue not found")
        row.name = payload.name
        row.description = payload.description
        row.rules_json = json.dumps([r.model_dump() for r in payload.rules], ensure_ascii=False)
        session.commit()
        return _to_out(row)
    finally:
        session.close()


@app.post("/queues/{queue_id}/route")
def route_interaction(
    queue_id: str,
    channel: str,
    priority: int = 3,
    ivr_session_id: str | None = None,
    _: dict = Depends(require_roles(Role.ADMIN, Role.SUPERVISOR)),
) -> dict:
    session = get_session()
    try:
        original_queue = session.execute(select(Queue).where(Queue.queue_id == queue_id)).scalar_one_or_none()
        if not original_queue:
            raise HTTPException(status_code=404, detail="Queue not found")

        resolved_queue_id = queue_id
        ivr_flow_id = None
        ivr_outcome_code = None
        if ivr_session_id:
            ivr_session = session.execute(
                select(IvrSessionRow).where(IvrSessionRow.session_id == ivr_session_id)
            ).scalar_one_or_none()
            if not ivr_session:
                raise HTTPException(status_code=404, detail="IVR session not found")
            if ivr_session.status != "completed":
                raise HTTPException(status_code=400, detail="IVR session is not completed")
            if ivr_session.queue_id != queue_id:
                raise HTTPException(status_code=400, detail="IVR session does not belong to the requested queue")
            resolved_queue_id = ivr_session.resolved_queue_id or queue_id
            ivr_flow_id = ivr_session.flow_id
            ivr_outcome_code = ivr_session.outcome_code

        queue = session.execute(select(Queue).where(Queue.queue_id == resolved_queue_id)).scalar_one_or_none()
        if not queue:
            raise HTTPException(status_code=404, detail="Queue not found")

        agents = _AGENTS.get(channel)
        if not agents:
            raise HTTPException(status_code=400, detail="No agents for channel")

        idx = _next_agent_index(session, channel=channel, agent_count=len(agents))

        sla_seconds = 30
        for rule in _parse_rules_json(queue.rules_json):
            if rule.get("channel") == channel and int(rule.get("priority", 3)) == priority:
                sla_seconds = int(rule.get("sla_seconds", 30))
                break

        session.commit()
        response = {
            "queue_id": resolved_queue_id,
            "channel": channel,
            "priority": priority,
            "assignee": agents[idx],
            "sla_seconds": sla_seconds,
        }
        if ivr_session_id:
            response.update(
                {
                    "original_queue_id": queue_id,
                    "resolved_queue_id": resolved_queue_id,
                    "ivr_flow_id": ivr_flow_id,
                    "ivr_outcome_code": ivr_outcome_code,
                    "ivr_session_id": ivr_session_id,
                }
            )
        return response
    finally:
        session.close()


@app.delete("/queues/{queue_id}")
def delete_queue(
    queue_id: str,
    _: dict = Depends(require_roles(Role.ADMIN)),
) -> dict:
    session = get_session()
    try:
        row = session.execute(select(Queue).where(Queue.queue_id == queue_id)).scalar_one_or_none()
        if not row:
            raise HTTPException(status_code=404, detail="Queue not found")
        session.delete(row)
        session.commit()
        return {"queue_id": queue_id, "deleted": True}
    finally:
        session.close()


def _agent_to_out(row: AgentRow) -> AgentPoolOut:
    return AgentPoolOut(
        agent_id=row.agent_id,
        tenant_ids=routing_engine.parse_list_json(row.tenant_ids_json),
        extension=row.extension,
        endpoint=row.endpoint,
        display_name=row.display_name,
        level=row.level,
        skills=routing_engine.parse_list_json(row.skills_json),
        status=row.status,
        current_call_id=row.current_call_id,
        max_concurrent_calls=row.max_concurrent_calls,
        enabled=row.enabled,
        calls_handled_count=row.calls_handled_count,
        created_at=row.created_at,
        updated_at=row.updated_at,
    )


@app.post("/agents", response_model=AgentPoolOut)
def create_agent(
    payload: AgentCreate,
    _: dict = Depends(require_roles(Role.ADMIN, Role.SUPERVISOR)),
) -> AgentPoolOut:
    session = get_session()
    try:
        now = utc_now_iso()
        row = AgentRow(
            agent_id=new_id("agt"),
            tenant_ids_json=json.dumps(payload.tenant_ids, ensure_ascii=False),
            extension=payload.extension,
            endpoint=payload.endpoint,
            display_name=payload.display_name,
            level=payload.level,
            skills_json=json.dumps(payload.skills, ensure_ascii=False),
            status="OFFLINE",
            max_concurrent_calls=payload.max_concurrent_calls,
            enabled=payload.enabled,
            created_at=now,
            updated_at=now,
        )
        session.add(row)
        session.commit()
        session.refresh(row)
        return _agent_to_out(row)
    finally:
        session.close()


@app.get("/agents", response_model=list[AgentPoolOut])
def list_agents(
    level: str | None = None,
    _: dict = Depends(require_roles(Role.ADMIN, Role.SUPERVISOR, Role.OPERATOR)),
) -> list[AgentPoolOut]:
    session = get_session()
    try:
        stmt = select(AgentRow).order_by(AgentRow.id.desc())
        if level:
            stmt = stmt.where(AgentRow.level == level)
        rows = session.execute(stmt).scalars().all()
        return [_agent_to_out(r) for r in rows]
    finally:
        session.close()


@app.patch("/agents/{agent_id}/status", response_model=AgentPoolOut)
def update_agent_status(
    agent_id: str,
    payload: AgentStatusUpdateIn,
    _: dict = Depends(require_roles(Role.ADMIN, Role.SUPERVISOR, Role.OPERATOR)),
) -> AgentPoolOut:
    session = get_session()
    try:
        row = session.execute(select(AgentRow).where(AgentRow.agent_id == agent_id)).scalar_one_or_none()
        if not row:
            raise HTTPException(status_code=404, detail="Agent not found")
        row.status = payload.status
        if payload.status == "AVAILABLE":
            row.current_call_id = None
        row.updated_at = utc_now_iso()
        session.commit()
        return _agent_to_out(row)
    finally:
        session.close()


def _escalation_to_out(row: EscalationRow) -> EscalationOut:
    return EscalationOut(
        escalation_id=row.escalation_id,
        call_id=row.call_id,
        tenant_id=row.tenant_id,
        from_level=row.from_level,
        to_level=row.to_level,
        reason_code=row.reason_code,
        required_skills=routing_engine.parse_list_json(row.required_skills_json),
        priority=row.priority,
        topic=row.topic,
        summary=row.summary,
        status=row.status,
        assigned_agent_id=row.assigned_agent_id,
        attempt_count=row.attempt_count or 0,
        requested_at=row.requested_at,
        connected_at=row.connected_at,
        completed_at=row.completed_at,
    )


@app.get("/escalations", response_model=list[EscalationOut])
def list_escalations(
    status: str | None = None,
    limit: int = 50,
    _: dict = Depends(require_roles(Role.ADMIN, Role.SUPERVISOR)),
) -> list[EscalationOut]:
    session = get_session()
    try:
        stmt = select(EscalationRow).order_by(EscalationRow.id.desc()).limit(max(1, min(limit, 200)))
        if status:
            stmt = stmt.where(EscalationRow.status == status)
        rows = session.execute(stmt).scalars().all()
        return [_escalation_to_out(r) for r in rows]
    finally:
        session.close()


@app.post("/internal/routing/reserve-agent", response_model=RoutingAgentReserveOut)
def reserve_agent_endpoint(
    payload: RoutingAgentReserveIn,
    _: dict = Depends(require_roles(Role.ADMIN)),
) -> RoutingAgentReserveOut:
    session = get_session()
    try:
        agent = routing_engine.reserve_agent(
            session,
            call_id=payload.call_id,
            level=payload.level,
            tenant_id=payload.tenant_id,
            required_skills=payload.required_skills,
            exclude_agent_ids=payload.exclude_agent_ids,
        )
        if agent is None:
            raise HTTPException(status_code=409, detail=f"No available {payload.level} agent")
        return RoutingAgentReserveOut(
            agent_id=agent.agent_id,
            extension=agent.extension,
            endpoint=agent.endpoint,
            display_name=agent.display_name,
        )
    finally:
        session.close()


@app.post("/internal/routing/release-agent")
def release_agent_endpoint(
    payload: dict,
    _: dict = Depends(require_roles(Role.ADMIN)),
) -> dict:
    call_id = str(payload.get("call_id") or "").strip()
    agent_id = str(payload.get("agent_id") or "").strip()
    next_status = str(payload.get("next_status") or "AVAILABLE").strip() or "AVAILABLE"
    if not call_id and not agent_id:
        raise HTTPException(status_code=400, detail="call_id or agent_id is required")
    session = get_session()
    try:
        if agent_id:
            agent = routing_engine.release_agent_by_id(session, agent_id=agent_id, next_status=next_status)
        else:
            agent = routing_engine.release_agent_by_call_id(session, call_id=call_id)
        return {"call_id": call_id or None, "released_agent_id": agent.agent_id if agent else None}
    finally:
        session.close()


@app.patch("/internal/routing/agents/{agent_id}/status")
def set_agent_status_endpoint(
    agent_id: str,
    payload: RoutingAgentStatusIn,
    _: dict = Depends(require_roles(Role.ADMIN)),
) -> dict:
    session = get_session()
    try:
        agent = routing_engine.set_agent_status(session, agent_id=agent_id, status=payload.status)
        if agent is None:
            raise HTTPException(status_code=404, detail="Agent not found")
        return {"agent_id": agent.agent_id, "status": agent.status}
    finally:
        session.close()