b2bcall/apps/dialer-worker/src/campaign-worker.ts

import { randomUUID } from 'node:crypto';
import { PrismaClient, CampaignStatus } from '@b2bcall/database';
import type Redis from 'ioredis';
import type { TelephonyProvider } from '@b2bcall/telephony';
import { normalizePhone } from '@b2bcall/shared';
import { CampaignLock } from './campaign-lock';
import { CpsLimiter } from './cps-limiter';
import { LeadRepository } from './lead-repository';
import { StatsStore } from './stats-store';
import { isWithinSchedule } from './schedule';
import { getLiveCounts } from './live-counts';
import { adjustPacingFactor, calculateCallsToOriginate, updateEwma, type PacingLimits } from './predictive-engine';
import { calculateNextAttemptAt, leadStatusForOutcome, type HangupOutcome } from './retry-rules';
import { DEFAULT_SIMULATION_PROFILE, randomInRange, simulateHangupCause } from './simulation';
import { claimAvailableAgent, releaseAgentAfterCall } from './agent-call-binding';
import { logger } from './logger';

const WORKER_ID = randomUUID();
const DIALER_SIMULATION = process.env.DIALER_SIMULATION === 'true';

export class CampaignWorker {
  private readonly leadRepo: LeadRepository;
  private readonly cpsLimiter: CpsLimiter;
  private readonly statsStore: StatsStore;

  constructor(
    private readonly prisma: PrismaClient,
    private readonly redis: Redis,
    private readonly telephony: TelephonyProvider,
  ) {
    this.leadRepo = new LeadRepository(prisma);
    this.cpsLimiter = new CpsLimiter(redis);
    this.statsStore = new StatsStore(redis);
  }

  async tick(campaignId: string): Promise<void> {
    const campaign = await this.prisma.campaign.findUnique({ where: { id: campaignId } });
    if (!campaign) return;

    const lock = new CampaignLock(this.redis, campaignId);
    const acquired = campaign.status === CampaignStatus.RUNNING ? await lock.acquire() : false;

    try {
      if (campaign.status === CampaignStatus.RUNNING && !acquired) {
        return; // outro worker já controla esta campanha (seção 75)
      }

      await this.leadRepo.releaseExpiredReservations();

      if (campaign.status !== CampaignStatus.RUNNING) {
        return; // PAUSED/DRAINING/STOPPED/etc. — nunca origina, mas não mexe no que já está em andamento
      }

      if (!isWithinSchedule(campaign)) {
        logger.debug({ campaignId }, 'Fora da janela de horário (WAITING_SCHEDULE)');
        return;
      }

      const hasWork = await this.leadRepo.hasRemainingWork(campaignId);
      if (!hasWork) {
        await this.prisma.campaign.update({ where: { id: campaignId }, data: { status: CampaignStatus.COMPLETED } });
        logger.info({ campaignId }, 'Campanha concluída — sem leads restantes');
        return;
      }

      await this.leadRepo.promoteNewLeads(campaignId);

      const trunk = await this.prisma.trunk.findUnique({ where: { id: campaign.trunkId } });
      if (!trunk) {
        logger.error({ campaignId }, 'Tronco da campanha não existe mais');
        return;
      }

      const limits: PacingLimits = {
        pacingMin: campaign.pacingMin,
        pacingMax: campaign.pacingMax,
        targetAbandonRate: campaign.targetAbandonRate,
        maxConcurrentCalls: campaign.maxConcurrentCalls,
      };

      const stats = await this.statsStore.load(campaignId, campaign.pacingInitial);
      const counts = await getLiveCounts(this.prisma, campaignId, campaign.queueId, stats.avgTalkTimeSeconds);
      const hasActivity = counts.dialingCalls + counts.ringingCalls + counts.connectedWaitingAgent > 0;

      stats.pacingFactor = adjustPacingFactor(stats, limits, hasActivity);
      const callsToMake = calculateCallsToOriginate(stats, counts, limits);
      await this.statsStore.save(campaignId, stats);

      for (let i = 0; i < callsToMake; i++) {
        const allowed = await this.cpsLimiter.tryAcquire(campaignId, trunk.id, campaign.maxCps, trunk.maxCps);
        if (!allowed) break; // limite de CPS atingido neste tick

        const lead = await this.leadRepo.reserveNextLead(campaignId, WORKER_ID);
        if (!lead) break; // sem leads prontos agora

        const normalized = normalizePhone(lead.phone);
        const isSuppressed = normalized.normalized
          ? await this.prisma.suppressionEntry.findUnique({ where: { phoneNormalized: normalized.normalized } })
          : null;
        if (isSuppressed) {
          await this.prisma.lead.update({ where: { id: lead.id }, data: { status: 'DO_NOT_CALL' } });
          continue;
        }

        await this.originateAttempt(campaign, trunk.name, lead);
      }
    } finally {
      if (acquired) await lock.release();
    }
  }

  private async originateAttempt(
    campaign: {
      id: string;
      queueId: string;
      callerId: string | null;
      context: string;
      ringTimeoutSeconds: number;
      maxWaitForAgentSeconds: number;
      wrapUpTimeSeconds: number;
      retryRules: unknown;
      maxAttempts: number;
    },
    trunkName: string,
    lead: { id: string; phone: string; phoneNormalized: string; attemptCount: number },
  ): Promise<void> {
    const attempt = await this.prisma.dialAttempt.create({
      data: {
        leadId: lead.id,
        campaignId: campaign.id,
        state: 'ORIGINATING',
        calledNumber: lead.phoneNormalized,
        callerIdUsed: campaign.callerId,
      },
    });
    await this.prisma.lead.update({
      where: { id: lead.id },
      data: { status: 'DIALING', attemptCount: { increment: 1 }, lastAttemptAt: new Date() },
    });

    if (DIALER_SIMULATION) {
      this.simulateAttempt(campaign, lead, attempt.id);
      return;
    }

    try {
      await this.telephony.originate({
        channel: `PJSIP/${lead.phoneNormalized}@${trunkName}`,
        context: campaign.context,
        exten: 's',
        priority: 1,
        callerId: campaign.callerId ?? undefined,
        timeoutMs: campaign.ringTimeoutSeconds * 1000,
        variables: { B2BCALL_ATTEMPT_ID: attempt.id },
      });
      // A resolução final (atendida/ocupada/sem resposta) chega de forma
      // assíncrona via eventos AMI, processados por
      // apps/asterisk-events + reconciliação (Fase 7). Aqui só garantimos
      // que a tentativa não fique presa para sempre se nenhum evento
      // chegar (rede instável, worker reiniciado, etc.).
      setTimeout(
        () => void this.failIfStillPending(attempt.id, campaign.retryRules as Record<string, number>, campaign.maxAttempts),
        (campaign.ringTimeoutSeconds + 30) * 1000,
      );
    } catch (err) {
      logger.error({ err, attemptId: attempt.id }, 'Falha ao originar chamada');
      await this.finalizeAttempt(attempt.id, campaign.id, lead.id, 'FAILED', campaign.retryRules as Record<string, number>, campaign.maxAttempts, lead.attemptCount + 1);
    }
  }

  private async failIfStillPending(attemptId: string, retryRules: Record<string, number>, maxAttempts: number): Promise<void> {
    const attempt = await this.prisma.dialAttempt.findUnique({ where: { id: attemptId } });
    if (!attempt || attempt.endedAt) return; // já resolvida por um evento real
    const lead = await this.prisma.lead.findUnique({ where: { id: attempt.leadId } });
    if (!lead) return;
    await this.finalizeAttempt(attemptId, attempt.campaignId, attempt.leadId, 'FAILED', retryRules, maxAttempts, lead.attemptCount);
  }

  private simulateAttempt(
    campaign: {
      id: string;
      queueId: string;
      maxWaitForAgentSeconds: number;
      wrapUpTimeSeconds: number;
      retryRules: unknown;
      maxAttempts: number;
    },
    lead: { id: string; attemptCount: number },
    attemptId: string,
  ): void {
    const profile = DEFAULT_SIMULATION_PROFILE;
    const outcome = simulateHangupCause(profile);

    if (outcome !== 'ANSWERED') {
      setTimeout(
        () =>
          void this.finalizeAttempt(
            attemptId,
            campaign.id,
            lead.id,
            outcome,
            campaign.retryRules as Record<string, number>,
            campaign.maxAttempts,
            lead.attemptCount + 1,
          ),
        randomInRange([1, 3]) * 1000,
      );
      return;
    }

    const answerDelayMs = randomInRange(profile.answerDelaySecondsRange) * 1000;
    setTimeout(() => {
      void (async () => {
        await this.prisma.dialAttempt.update({ where: { id: attemptId }, data: { state: 'ANSWERED', answeredAt: new Date() } });

        // Atendida != conectada a um agente. Se ninguém está disponível
        // agora, espera até maxWaitForAgentSeconds antes de considerar
        // abandono (agente.md seções 32/33) — sem isso, abandonRate nunca
        // reflete a realidade e o controle de abandono do motor preditivo
        // fica sem efeito prático (bug corrigido nesta fase).
        await this.prisma.dialAttempt.update({ where: { id: attemptId }, data: { state: 'QUEUED', queuedAt: new Date() } });
        await this.tryConnectOrAbandon(campaign, lead, attemptId, profile, answerDelayMs / 1000);
      })();
    }, answerDelayMs);
  }

  private async tryConnectOrAbandon(
    campaign: { id: string; queueId: string; maxWaitForAgentSeconds: number; wrapUpTimeSeconds: number; maxAttempts: number },
    lead: { id: string; attemptCount: number },
    attemptId: string,
    profile: (typeof DEFAULT_SIMULATION_PROFILE),
    answerDelaySeconds: number,
  ): Promise<void> {
    const connect = async (agentId: string) => {
      await this.updateAnswerStats(campaign.id, answerDelaySeconds, false);
      const talkTimeSeconds = randomInRange(profile.talkTimeSecondsRange);
      await this.prisma.dialAttempt.update({
        where: { id: attemptId },
        data: { state: 'AGENT_CONNECTED', agentConnectedAt: new Date(), agentId },
      });
      setTimeout(() => {
        void (async () => {
          await this.finalizeAttempt(attemptId, campaign.id, lead.id, 'ANSWERED', {}, campaign.maxAttempts, lead.attemptCount + 1, talkTimeSeconds);
          await releaseAgentAfterCall(this.prisma, agentId, campaign.wrapUpTimeSeconds);
        })();
      }, talkTimeSeconds * 1000);
    };

    const agentId = await claimAvailableAgent(this.prisma, campaign.queueId);
    if (agentId) {
      await connect(agentId);
      return;
    }

    // Nenhum agente livre no instante do atendimento — espera até o limite
    // configurado e reavalia uma vez (poll único, suficiente para o
    // propósito de simulação sem complicar com um loop de polling real).
    setTimeout(() => {
      void (async () => {
        const retryAgentId = await claimAvailableAgent(this.prisma, campaign.queueId);
        if (retryAgentId) {
          await connect(retryAgentId);
          return;
        }
        await this.updateAnswerStats(campaign.id, answerDelaySeconds, true);
        await this.finalizeAttempt(attemptId, campaign.id, lead.id, 'ABANDONED' as HangupOutcome, {}, campaign.maxAttempts, lead.attemptCount + 1);
      })();
    }, campaign.maxWaitForAgentSeconds * 1000);
  }

  // `abandoned` alimenta o EWMA de abandonRate — é este sinal que
  // `adjustPacingFactor` usa para reduzir o pacing (agente.md seção 33).
  private async updateAnswerStats(campaignId: string, answerDelaySeconds: number, abandoned: boolean): Promise<void> {
    const campaign = await this.prisma.campaign.findUnique({ where: { id: campaignId } });
    if (!campaign) return;
    const stats = await this.statsStore.load(campaignId, campaign.pacingInitial);
    stats.answerProbability = updateEwma(stats.answerProbability, 1);
    stats.avgAnswerDelaySeconds = updateEwma(stats.avgAnswerDelaySeconds, answerDelaySeconds);
    stats.abandonRate = updateEwma(stats.abandonRate, abandoned ? 1 : 0, 0.05);
    await this.statsStore.save(campaignId, stats);
  }

  private async finalizeAttempt(
    attemptId: string,
    campaignId: string,
    leadId: string,
    outcome: HangupOutcome,
    retryRules: Record<string, number>,
    maxAttempts: number,
    attemptCount: number,
    talkTimeSeconds?: number,
  ): Promise<void> {
    const now = new Date();
    await this.prisma.dialAttempt.update({
      where: { id: attemptId },
      data: {
        state: outcome === 'ANSWERED' ? 'COMPLETED' : 'FAILED',
        hangupCause: outcome,
        endedAt: now,
      },
    });

    const campaign = await this.prisma.campaign.findUnique({ where: { id: campaignId } });
    const stats = campaign ? await this.statsStore.load(campaignId, campaign.pacingInitial) : null;

    if (outcome === 'ANSWERED') {
      await this.prisma.lead.update({ where: { id: leadId }, data: { status: 'COMPLETED', lastResult: 'ANSWERED' } });
      if (stats && talkTimeSeconds) {
        stats.avgTalkTimeSeconds = updateEwma(stats.avgTalkTimeSeconds, talkTimeSeconds);
        await this.statsStore.save(campaignId, stats);
      }
      return;
    }

    // Chamada não atendida: também é uma amostra negativa para a taxa de
    // atendimento (EWMA) — sem isso, answerProbability só reflete os
    // sucessos e superestima a taxa real.
    if (stats) {
      stats.answerProbability = updateEwma(stats.answerProbability, 0);
      await this.statsStore.save(campaignId, stats);
    }

    if (attemptCount >= maxAttempts) {
      await this.prisma.lead.update({
        where: { id: leadId },
        data: { status: 'MAX_ATTEMPTS', lastResult: outcome },
      });
      return;
    }

    // Status permanece informativo (BUSY/NO_ANSWER/FAILED, agente.md seção
    // 26) — não é o status sozinho que controla a elegibilidade para nova
    // tentativa, é a combinação status-retentável + next_attempt_at <= now
    // (ver LeadRepository.reserveNextLead).
    const nextAttemptAt = calculateNextAttemptAt(outcome as Exclude<HangupOutcome, 'ANSWERED'>, retryRules, now);
    await this.prisma.lead.update({
      where: { id: leadId },
      data: {
        status: leadStatusForOutcome(outcome),
        lastResult: outcome,
        nextAttemptAt,
      },
    });
  }
}