Feature/escalate via ivr

engine/engine.go

@@ -317,6 +317,13 @@ func (p *Engine) ReceiveSubject(ctx context.Context, providerID, subjectID, call
 		newStatus = alert.StatusActive
 	case notification.ResultResolve:
 		newStatus = alert.StatusClosed
+	case notification.ResultEscalate:
+		newStatus = alert.StatusTriggered
+		alertIds, err := p.a.EscalateMany(ctx, []int{cb.AlertID})
+		if err != nil {
+			log.Logf(ctx, "Error while escalating "+err.Error())
+		}
+		cb.AlertID = alertIds[0]
 	default:
 		return errors.New("unknown result type")
 	}

notification/result.go

@@ -9,4 +9,5 @@ type Result int
 const (
 	ResultAcknowledge Result = iota
 	ResultResolve
+	ResultEscalate
 )

notification/twilio/alertsms.go

@@ -26,7 +26,7 @@ var alertTempl = template.Must(template.New("alertSMS").Parse(`Alert #{{.AlertID
 {{.Link}}{{end}}
 {{- if .Code}}
 
-Reply '{{.Code}}a' to ack, '{{.Code}}c' to close.{{end}}`))
+Reply '{{.Code}}a' to ack, '{{.Code}}e' to escalate, '{{.Code}}c' to close.{{end}}`))
 
 var bundleTempl = template.Must(template.New("alertBundleSMS").Parse(`Svc '{{.ServiceName}}': {{.Count}} unacked alert{{if gt .Count 1}}s{{end}}
 

notification/twilio/sms.go

@@ -23,9 +23,9 @@ import (
 )
 
 var (
-	lastReplyRx  = regexp.MustCompile(`^'?\s*(c|close|a|ack[a-z]*)\s*'?$`)
-	shortReplyRx = regexp.MustCompile(`^'?\s*([0-9]+)\s*(c|a)\s*'?$`)
-	alertReplyRx = regexp.MustCompile(`^'?\s*(c|close|a|ack[a-z]*)\s*#?\s*([0-9]+)\s*'?$`)
+	lastReplyRx  = regexp.MustCompile(`^'?\s*(c|close|a|e|ack[a-z]*)\s*'?$`)
+	shortReplyRx = regexp.MustCompile(`^'?\s*([0-9]+)\s*(c|a|e)\s*'?$`)
+	alertReplyRx = regexp.MustCompile(`^'?\s*(c|close|e|a|ack[a-z]*)\s*#?\s*([0-9]+)\s*'?$`)
 
 	svcReplyRx = regexp.MustCompile(`^'?\s*([0-9]+)\s*(cc|aa)\s*'?$`)
 )
@@ -303,13 +303,17 @@ func (s *SMS) ServeMessage(w http.ResponseWriter, req *http.Request) {
 	if m := lastReplyRx.FindStringSubmatch(body); len(m) == 2 {
 		if strings.HasPrefix(m[1], "a") {
 			result = notification.ResultAcknowledge
+		} else if strings.HasPrefix(m[1], "e") {
+			result = notification.ResultEscalate
 		} else {
 			result = notification.ResultResolve
 		}
 		lookupFn = func() (*codeInfo, error) { return s.b.LookupByCode(ctx, from, 0) }
 	} else if m := shortReplyRx.FindStringSubmatch(body); len(m) == 3 {
 		if strings.HasPrefix(m[2], "a") {
 			result = notification.ResultAcknowledge
+		} else if strings.HasPrefix(m[2], "e") {
+			result = notification.ResultEscalate
 		} else {
 			result = notification.ResultResolve
 		}
@@ -323,6 +327,8 @@ func (s *SMS) ServeMessage(w http.ResponseWriter, req *http.Request) {
 	} else if m := alertReplyRx.FindStringSubmatch(body); len(m) == 3 {
 		if strings.HasPrefix(m[1], "a") {
 			result = notification.ResultAcknowledge
+		} else if strings.HasPrefix(m[1], "e") {
+			result = notification.ResultEscalate
 		} else {
 			result = notification.ResultResolve
 		}
@@ -337,6 +343,8 @@ func (s *SMS) ServeMessage(w http.ResponseWriter, req *http.Request) {
 		isSvc = true
 		if strings.HasPrefix(m[2], "a") {
 			result = notification.ResultAcknowledge
+		} else if strings.HasPrefix(m[2], "e") {
+			result = notification.ResultEscalate
 		} else {
 			result = notification.ResultResolve
 		}
@@ -359,6 +367,8 @@ func (s *SMS) ServeMessage(w http.ResponseWriter, req *http.Request) {
 	var prefix string
 	if result == notification.ResultAcknowledge {
 		prefix = "Acknowledged"
+	} else if result == notification.ResultEscalate {
+		prefix = "Escalated"
 	} else {
 		prefix = "Closed"
 	}

notification/twilio/twiml.go

@@ -48,6 +48,7 @@ const (
 	optionCancel
 	optionConfirmStop
 	optionAck
+	optionEsc
 	optionClose
 	optionAckAll
 	optionCloseAll
@@ -72,6 +73,9 @@ func (t *twiMLResponse) AddOptions(options ...menuOption) {
 		case optionAck:
 			t.expectResponse = true
 			t.Sayf("To acknowledge, press %s.", digitAck)
+		case optionEsc:
+			t.expectResponse = true
+			t.Sayf("To escalate, press %s.", digitEsc)
 		case optionClose:
 			t.expectResponse = true
 			t.Sayf("To close, press %s.", digitClose)

notification/twilio/voice.go

@@ -54,6 +54,7 @@ const (
 	digitConfirm  = "3"
 	digitOldAck   = "8"
 	digitOldClose = "9"
+	digitEsc      = "5"
 
 	sayRepeat = "star"
 )
@@ -591,7 +592,7 @@ func (v *Voice) ServeAlert(w http.ResponseWriter, req *http.Request) {
 		if call.Q.Get(msgParamBundle) == "1" {
 			resp.AddOptions(optionAckAll, optionCloseAll)
 		} else {
-			resp.AddOptions(optionAck, optionClose)
+			resp.AddOptions(optionAck, optionEsc, optionClose)
 		}
 		resp.AddOptions(optionStop)
 		resp.Gather(v.callbackURL(ctx, call.Q, CallTypeAlert))
@@ -602,12 +603,15 @@ func (v *Voice) ServeAlert(w http.ResponseWriter, req *http.Request) {
 		resp.Redirect(v.callbackURL(ctx, call.Q, CallTypeStop))
 		return
 
-	case digitAck, digitClose: // Acknowledge and Close cases
+	case digitAck, digitClose, digitEsc: // Acknowledge , Escalate and Close cases
 		var result notification.Result
 		var msg string
 		if call.Digits == digitClose {
 			result = notification.ResultResolve
 			msg = "Closed"
+		} else if call.Digits == digitEsc {
+			result = notification.ResultEscalate
+			msg = "Escalated"
 		} else {
 			result = notification.ResultAcknowledge
 			msg = "Acknowledged"