Plivo Call Router

Smart Plivo call routing with sticky agents, IVR support, out-of-office handling, and intelligent call management.

Features

• Sticky Agent Routing: Automatically routes calls to the last agent who called the customer
• Employee-Based Routing: Routes calls to assigned employees based on customer relationships
• IVR Support: Full support for Interactive Voice Response systems
• Out-of-Office Handling: Configurable out-of-office messages and behavior
• Call Recording: Automatic call recording with callback support
• Status Determination: Intelligent call status determination based on business logic
• Sequential & Simultaneous Dialing: Support for both routing modes
• Extensible: Adapter-based architecture for easy integration with any database/ORM

Installation

npm install plivo-call-router

Quick Start

Basic Usage

const plivoRouter = require('plivo-call-router');

// Define your database adapters
const adapters = {
  findVoiceCall: async ({ sid }) => {
    // Your database query to find a call by SID
    return await VoiceCall.findOne({ where: { sid } });
  },
  createVoiceCall: async (callData) => {
    // Your database query to create a call record
    return await VoiceCall.create(callData);
  },
  updateVoiceCall: async (sid, updates) => {
    // Your database query to update a call record
    return await VoiceCall.update(updates, { where: { sid } });
  },
  getMerchantByDID: async (did) => {
    // Your database query to get merchant by DID
    return await VoiceCallDidMap.getVoiceCallDidMap(did);
  },
  findAvailableAgents: async ({ plivoNumber, status, limit, orderBy }) => {
    // Your database query to find available agents
    return await VoiceCallAgent.findAll({
      where: { plivo_phone_number: plivoNumber, status },
      order: orderBy,
      limit
    });
  },
  // ... other adapters
};

// Configure webhook handlers
const config = {
  webhookBaseUrl: 'https://your-domain.com',
  recordingCallbackUrl: 'https://your-domain.com/api/v1/webhook/plivo/recording-callback',
  dialCallbackUrl: 'https://your-domain.com/api/v1/webhook/plivo/dial-callback',
  onCallCompleted: async ({ call, direction }) => {
    // Your automation logic
    console.log(`Call ${call.sid} completed (${direction})`);
  },
  onMissedCall: async ({ call }) => {
    // Your missed call handling
    console.log(`Call ${call.sid} was missed`);
  },
  onOutOfOffice: async ({ call }) => {
    // Your out-of-office handling
    console.log(`Call ${call.sid} received during OOO hours`);
  }
};

// Handle incoming call webhook
app.post('/webhook/plivo/incoming', async (req, res) => {
  const response = await plivoRouter.webhooks.handleIncomingCall(
    req.body,
    adapters,
    config
  );
  res.status(response.statusCode).send(response.body);
});

// Handle hangup webhook
app.post('/webhook/plivo/hangup', async (req, res) => {
  const response = await plivoRouter.webhooks.handleHangup(
    req.body,
    adapters,
    config
  );
  res.status(response.statusCode).send(response.body);
});

API Reference

Webhook Handlers

webhooks.handleHangup(event, adapters, config)

Handles Plivo hangup webhook events for both inbound and outbound calls.

webhooks.handleIncomingCall(event, adapters, config)

Handles incoming call webhooks with automatic agent routing.

webhooks.handleIVRIncomingCall(event, adapters, config)

Handles IVR-enabled incoming calls.

webhooks.handleIVRAction(event, adapters, config)

Handles IVR digit input actions.

webhooks.handleRecordingCallback(event, adapters)

Handles call recording completion callbacks.

webhooks.handleDialCallback(event, adapters)

Handles dial action callbacks (A-leg and B-leg management).

Routing Utilities

routing.routeAgents(options)

Intelligently routes agents based on priority:

1. Sticky agent (last agent who called customer)
2. Employee agent (assigned employee)
3. Available agents (from agent pool)

routing.findStickyAgent(options)

Finds the sticky agent for a customer.

routing.findEmployeeAgent(options)

Finds the employee agent for a customer.

routing.findAvailableAgents(options)

Finds available agents from the agent pool.

XML Builders

xml.createResponse()

Creates a new Plivo Response object.

xml.addRecording(response, callbackUrl, options)

Adds recording configuration to response.

xml.addSimultaneousDial(response, numbers, options)

Adds simultaneous dial configuration.

xml.addSequentialDial(response, numbers, options)

Adds sequential dial configuration.

xml.addIVRInput(response, actionUrl, message, options)

Adds IVR GetInput configuration.

xml.createOutOfOfficeResponse(message, options)

Creates an out-of-office response.

Status Determination

status.determineCallStatus(options)

Determines final call status based on business logic.

status.determineUserStatus(options)

Determines user/agent status.

status.determineCustomerStatus(options)

Determines customer status.

Utilities

utils.normalizeNumber(number)

Normalizes phone numbers to E.164 format.

utils.parseWebhookEvent(event)

Parses webhook event body and query parameters.

utils.getParam(body, params, key)

Gets parameter from body or query params.

Adapter Interface

Your adapters should implement the following methods:

• findVoiceCall({ sid }) - Find call by SID
• createVoiceCall(callData) - Create call record
• updateVoiceCall(sid, updates) - Update call record
• updateVoiceCallRecording(sid, recordingData) - Update recording info
• getMerchantByDID(did) - Get merchant by DID
• getMerchantByPlivoNumber(plivoNumber) - Get merchant by Plivo number
• getIVRConfig(plivoNumber) - Get IVR configuration
• getOutOfOfficeConfig(plivoNumber) - Get out-of-office configuration
• findLastOutboundCall({ merchantId, customerNumber, hoursBack }) - Find last outbound call
• findCustomer({ merchantId, phoneNumber }) - Find customer
• findUserByEmployeeId(employeeId) - Find user by employee ID
• findAvailableAgents({ plivoNumber, status, limit, orderBy }) - Find available agents
• findAnsweredBlegs(callUuid) - Find answered B-legs
• processCustomers(customers) - Process/create customers

Configuration Options

• webhookBaseUrl - Base URL for webhook callbacks
• recordingCallbackUrl - URL for recording callbacks
• dialCallbackUrl - URL for dial callbacks
• onCallCompleted - Callback for completed calls
• onMissedCall - Callback for missed calls
• onOutOfOffice - Callback for out-of-office calls
• sendIncomingCallEvent - Function to send incoming call socket events

Examples

Sticky Agent Routing

const agents = await plivoRouter.routing.routeAgents({
  findLastOutboundCall: adapters.findLastOutboundCall,
  findCustomer: adapters.findCustomer,
  findUserByEmployeeId: adapters.findUserByEmployeeId,
  findAvailableAgents: adapters.findAvailableAgents,
  merchantId: 'merchant-123',
  customerNumber: '+1234567890',
  plivoNumber: '+1987654321',
  limit: 8
});

Custom Status Determination

const statusResult = plivoRouter.status.determineCallStatus({
  user_status: 'answered',
  customer_status: 'completed',
  plivo_status: 'completed',
  hangup_cause_name: 'NORMAL_CLEARING',
  is_out_of_office: false,
  is_missed_call: false,
  user_on_call_duration: 120,
  total_call_duration: 120
});

Building XML Responses

const response = plivoRouter.xml.createResponse();
plivoRouter.xml.addRecording(response, 'https://example.com/recording-callback');
plivoRouter.xml.addSimultaneousDial(response, ['+1234567890', '+0987654321'], {
  timeout: '20',
  callerId: '+1987654321',
  callbackUrl: 'https://example.com/dial-callback'
});
const xml = response.toXML();

License

MIT

Contributing

Contributions are welcome! Please feel free to submit a Pull Request.

Author

Satwik Loka