Custom RingCentral Integration Services

// Advanced RingCentral SMS with Webhook Handler
import RingCentral from '@ringcentral/sdk';
import express from 'express';

const rc = new RingCentral({
  clientId: process.env.RC_CLIENT_ID,
  clientSecret: process.env.RC_CLIENT_SECRET,
  server: 'https://platform.ringcentral.com'
});

// Authenticate
await rc.login({ jwt: process.env.RC_JWT });

// Send SMS with delivery tracking
async function sendSMS(to: string, message: string) {
  const response = await rc.platform().post('/restapi/v1.0/account/~/extension/~/sms', {
    from: { phoneNumber: process.env.RC_PHONE },
    to: [{ phoneNumber: to }],
    text: message
  });

  return response.json();
}

// Webhook handler for incoming SMS
app.post('/webhook/sms', async (req, res) => {
  const { body, from, to } = req.body;

  // Process incoming message with AI
  const intent = await analyzeIntent(body);

  // Auto-respond based on intent
  if (intent === 'appointment') {
    await sendSMS(from.phoneNumber,
      'To schedule an appointment, reply with your preferred date and time.'
    );
  }

  res.sendStatus(200);
});

// Advanced Call Routing & IVR with AI
interface CallRoutingRule {
  condition: (caller: string) => Promise<boolean>;
  destination: string;
  priority: number;
}

class IntelligentCallRouter {
  private rules: CallRoutingRule[] = [];

  constructor(private rc: RingCentral) {}

  // Add routing rules
  addRule(rule: CallRoutingRule) {
    this.rules.push(rule);
    this.rules.sort((a, b) => b.priority - a.priority);
  }

  // Route incoming call with AI
  async routeCall(callEvent: any) {
    const caller = callEvent.from.phoneNumber;

    // Get caller context from CRM
    const customer = await this.getCRMData(caller);

    // Check if VIP customer
    if (customer?.tier === 'VIP') {
      return this.transferToVIP(callEvent);
    }

    // AI-powered intent detection from call recording
    const transcript = await this.transcribeCall(callEvent.recordingId);
    const intent = await this.analyzeIntent(transcript);

    // Route based on intent
    switch(intent) {
      case 'technical_support':
        return this.transfer(callEvent, 'tech-support-queue');
      case 'billing':
        return this.transfer(callEvent, 'billing-queue');
      default:
        return this.transfer(callEvent, 'general-queue');
    }
  }

  private async transfer(call: any, destination: string) {
    await this.rc.platform().post(
      `/restapi/v1.0/account/~/telephony/sessions/${call.sessionId}/parties/${call.partyId}/transfer`,
      { extensionNumber: destination }
    );
  }
}

// Real-time Call Analytics with AI Insights
class RingCentralAnalytics {
  async getCallMetrics(dateRange: DateRange) {
    // Fetch call logs
    const calls = await this.rc.platform().get('/restapi/v1.0/account/~/call-log', {
      dateFrom: dateRange.start.toISOString(),
      dateTo: dateRange.end.toISOString(),
      view: 'Detailed'
    });

    const data = await calls.json();

    // Calculate metrics
    const metrics = {
      totalCalls: data.records.length,
      avgDuration: this.average(data.records.map(r => r.duration)),
      missedCalls: data.records.filter(r => r.result === 'Missed').length,

      // AI-powered sentiment analysis
      sentiment: await this.analyzeSentiment(data.records),

      // Peak hours analysis
      peakHours: this.analyzePeakHours(data.records),

      // Agent performance
      agentStats: await this.getAgentPerformance(data.records)
    };

    return metrics;
  }

  private async analyzeSentiment(calls: any[]) {
    const recordings = await Promise.all(
      calls.map(c => this.getTranscript(c.id))
    );

    const sentiments = await Promise.all(
      recordings.map(t => this.aiSentimentAnalysis(t))
    );

    return {
      positive: sentiments.filter(s => s > 0.7).length,
      neutral: sentiments.filter(s => s >= 0.3 && s <= 0.7).length,
      negative: sentiments.filter(s => s < 0.3).length
    };
  }
}