Subversion Repositories SmartDukaan

package com.spice.profitmandi.web.controller;

import com.spice.profitmandi.common.web.util.ResponseSender;

import com.spice.profitmandi.dao.entity.auth.AuthUser;

import com.spice.profitmandi.dao.entity.user.Lead;

import com.spice.profitmandi.dao.entity.user.LeadActivity;

import com.spice.profitmandi.dao.entity.user.LeadCall;

import com.spice.profitmandi.dao.entity.user.LeadDnd;

import com.spice.profitmandi.dao.entity.user.LeadLiveLocation;

import com.spice.profitmandi.dao.enumuration.dtr.CommunicationType;

import com.spice.profitmandi.dao.enumuration.dtr.LeadDisposition;

import com.spice.profitmandi.dao.enumuration.dtr.LeadStage;

import com.spice.profitmandi.dao.repository.auth.AuthRepository;

import com.spice.profitmandi.dao.repository.dtr.LeadActivityRepository;

import com.spice.profitmandi.dao.repository.dtr.LeadCallRepository;

import com.spice.profitmandi.dao.repository.dtr.LeadDndRepository;

import com.spice.profitmandi.dao.repository.dtr.LeadLiveLocationRepository;

import com.spice.profitmandi.dao.entity.cs.Position;

import com.spice.profitmandi.dao.entity.cs.Region;

import com.spice.profitmandi.dao.enumuration.cs.EscalationType;

import com.spice.profitmandi.dao.repository.cs.PositionRepository;

import com.spice.profitmandi.dao.repository.cs.RegionRepository;

import com.spice.profitmandi.dao.entity.user.LeadCallAnswer;

import com.spice.profitmandi.dao.entity.user.LeadCallQuestion;

import com.spice.profitmandi.dao.repository.dtr.LeadCallChecklistRepository;

import com.spice.profitmandi.dao.repository.dtr.LeadRepository;

import com.spice.profitmandi.service.LmsAssignmentService;

import com.spice.profitmandi.web.model.LoginDetails;

import com.spice.profitmandi.web.util.CookiesProcessor;

import org.apache.logging.log4j.LogManager;

import org.apache.logging.log4j.Logger;

import org.springframework.beans.factory.annotation.Autowired;

import org.springframework.http.MediaType;

import org.springframework.http.ResponseEntity;

import org.springframework.stereotype.Controller;

import org.springframework.transaction.annotation.Transactional;

import org.springframework.ui.Model;

import org.springframework.web.bind.annotation.RequestBody;

import org.springframework.web.bind.annotation.RequestMapping;

import org.springframework.web.bind.annotation.RequestMethod;

import org.springframework.web.bind.annotation.RequestParam;

import org.springframework.web.bind.annotation.ResponseBody;

import javax.servlet.http.HttpServletRequest;

import java.time.LocalDateTime;

import java.time.format.DateTimeFormatter;

import java.util.ArrayList;

import java.util.Arrays;

import java.util.HashMap;

import java.util.HashSet;

import java.util.List;

import com.spice.profitmandi.dao.model.LeadBrandModel;

import com.spice.profitmandi.dao.model.LeadDetailModel;

import org.springframework.beans.factory.annotation.Value;

import org.springframework.http.HttpStatus;

import java.util.LinkedHashMap;

import java.util.Map;

import java.util.Set;

/**

 * LMS operating core — the per-lead screen and the two mutations it drives (SOP §8/§10/§12).

 *

 * <ul>

 *   <li><b>{@code GET /leadRecord}</b> — full-page lead record fragment ({@code lead-record.vm}),

 *       loaded into {@code #main-content} and also opened from the standalone dashboard.</li>

 *   <li><b>{@code POST /lms/advanceStage}</b> — forward-only stage move with a mandatory comment.</li>

 *   <li><b>{@code POST /lms/disposition}</b> — call outcome; drives the stage transition, stamps

 *       first contact (closing the SLA) and appends to the trail.</li>

 *   <li><b>{@code GET /lms/resolve-region}</b> — region &rarr; owning BM/RSM preview, used by the

 *       Create-Lead form and the dashboard's Auto-Assignment tab.</li>

 * </ul>

 *

 * Every mutation appends an immutable {@link LeadActivity} row and keeps the legacy

 * {@code Lead.status} in sync via {@link LeadStage#toLegacyStatus()}, so the existing lead lists,

 * exports and beat flows keep working untouched. Read-side aggregation lives in

 * {@code LmsDashboardService}; assignment/SLA rules live in {@link LmsAssignmentService}.

 */

@Controller

@Transactional(rollbackFor = Throwable.class)

public class LmsLeadController {

    private static final Logger LOGGER = LogManager.getLogger(LmsLeadController.class);

    /**

     * How far back to look when binding a disposition to a call the browser did not name. Long

     * enough to cover a call plus the agent typing up the outcome; short enough that this morning's

     * call never gets attached to this afternoon's disposition.

     */

    private static final int CALL_BIND_WINDOW_MINUTES = 30;

    /** Trail/record timestamp format, shared by every date the record page prints. */

    private static final DateTimeFormatter RECORD_FORMAT = DateTimeFormatter.ofPattern("dd MMM yyyy · HH:mm");

    @Autowired

    private LeadRepository leadRepository;

    @Autowired

    private LeadActivityRepository leadActivityRepository;

    @Autowired

    private LeadLiveLocationRepository leadLiveLocationRepository;

    @Autowired

    private LeadCallRepository leadCallRepository;

    @Autowired

    private LeadCallChecklistRepository leadCallChecklistRepository;

    @Autowired

    private LeadDndRepository leadDndRepository;

    @Autowired

    private AuthRepository authRepository;

    @Autowired

    private RegionRepository regionRepository;

    @Autowired

    private PositionRepository positionRepository;

    @Autowired

    private LmsAssignmentService lmsAssignmentService;

    @Autowired

    private CookiesProcessor cookiesProcessor;

    @Autowired

    private ResponseSender<?> responseSender;

    // ---- Record page ------------------------------------------------------------------------

    /**

     * Full lead record: details, stepper, append-only trail, SLA card and the act-on-it controls.

     * Returned as a fragment — the caller drops it into {@code #main-content}.

     */

    // Same property the Leads screen's Generate Link button uses, so both produce an identical URL.

    @Value("${lead.geo.public.base-url:}")

    private String leadGeoPublicBaseUrl;

    @RequestMapping(value = "/leadRecord", method = RequestMethod.GET)

    public String leadRecord(@RequestParam(name = "leadId") int leadId, Model model) {

        Lead lead = leadRepository.selectById(leadId);

        if (lead == null) {

            // Fragment contract: whatever comes back is dropped straight into #main-content.

            model.addAttribute("response1",

                    "<div class=\"alert alert-warning\">Lead #" + leadId + " not found.</div>");

            return "response";

        }

        LeadStage effectiveStage = lead.getEffectiveStage();

        model.addAttribute("lead", lead);

        model.addAttribute("effectiveStage", effectiveStage);

        model.addAttribute("stageIndex", happyPathIndex(effectiveStage));

        model.addAttribute("terminal", isTerminal(effectiveStage));

        model.addAttribute("stages", LeadStage.HAPPY_PATH);

        model.addAttribute("dispositions", LeadDisposition.values());

        model.addAttribute("slaState", lmsAssignmentService.slaState(lead));

        model.addAttribute("businessValue", lakhLabel(lead.getPotential()));

        model.addAttribute("businessValueInput", lakhInput(lead.getPotential()));

        model.addAttribute("dateTimeFormatter", RECORD_FORMAT);

        // Region picker in the edit modal — the same list the Create-Lead form offers.

        model.addAttribute("regions", regionRepository.selectAll());

        model.addAttribute("owner", lead.getAssignTo() > 0 ? authRepository.selectById(lead.getAssignTo()) : null);

        model.addAttribute("bm", (lead.getOwnerBmId() != null && lead.getOwnerBmId() > 0)

                ? authRepository.selectById(lead.getOwnerBmId()) : null);

        LeadLiveLocation geo = leadLiveLocationRepository.selectByLeadId(leadId);

        model.addAttribute("geo", geo);

        // A blocked number must be visible before the agent reaches for the call button, not only

        // discovered when the dial is refused.

        model.addAttribute("dnd", leadDndRepository.selectByMobile(lead.getLeadMobile()));

        List<LeadCall> calls = leadCallRepository.selectByLeadId(leadId);

        model.addAttribute("calls", calls);

        // Keyed by id so a disposition in the trail can show the recording of the call it came from.

        // A disposition is the agent's account of the conversation; having to hunt for the audio in a

        // separate list to check it against the recording is the friction worth removing here.

        Map<Integer, LeadCall> callById = new HashMap<>();

        if (calls != null) {

            for (LeadCall c : calls) {

                callById.put(c.getId(), c);

            }

        }

        model.addAttribute("callById", callById);

        // Append-only trail, newest first, with actor names resolved in one batch.

        List<LeadActivity> trail = leadActivityRepository.selectBYLeadId(leadId);

        if (trail == null) {

            trail = new ArrayList<>();

        }

        trail.sort((a, b) -> {

            LocalDateTime ta = a.getCreatedTimestamp();

            LocalDateTime tb = b.getCreatedTimestamp();

            if (ta == null && tb == null) {

                return 0;

            }

            if (ta == null) {

                return 1;

            }

            if (tb == null) {

                return -1;

            }

            return tb.compareTo(ta);

        });

        model.addAttribute("trail", trail);

        model.addAttribute("authUserMap", actorsOf(trail));

        return "lead-record";

    }

    // ---- Mutations --------------------------------------------------------------------------

    /**

     * Move a lead forward along the happy path (or to a terminal state). Forward-only: the enum

     * decides what is legal, so a stale page cannot walk a lead backwards. Comment is mandatory —

     * it becomes the trail entry.

     */

    @RequestMapping(value = "/lms/advanceStage", method = RequestMethod.POST)

    @ResponseBody

    public ResponseEntity<?> advanceStage(HttpServletRequest request,

                                          @RequestParam(name = "leadId") int leadId,

                                          @RequestParam(name = "toStage") String toStage,

                                          @RequestParam(name = "comment") String comment) {

        if (comment == null || comment.trim().isEmpty()) {

            return responseSender.badRequest("A comment is required to change the stage");

        }

        Lead lead = leadRepository.selectById(leadId);

        if (lead == null) {

            return responseSender.notFound("Lead not found");

        }

        LeadStage target;

        try {

            target = LeadStage.valueOf(toStage);

        } catch (IllegalArgumentException e) {

            return responseSender.badRequest("Unknown stage: " + toStage);

        }

        LeadStage current = lead.getEffectiveStage();

        if (isTerminal(current)) {

            return responseSender.badRequest(pretty(current) + " is a terminal state — the lead cannot be moved on");

        }

        if (!current.canAdvanceTo(target)) {

            return responseSender.badRequest("Cannot move from " + pretty(current) + " to " + pretty(target));

        }

        AuthUser actor = currentUser(request);

        applyStage(lead, target);

        leadRepository.persist(lead);

        appendTrail(leadId, actor,

                latin1Safe("Stage " + pretty(current) + " -> " + pretty(target) + ": " + comment.trim()),

                null, null);

        LOGGER.info("LMS stage advanced: lead {} {} -> {} by {}", leadId, current, target,

                actor != null ? actor.getId() : 0);

        return responseSender.ok(stateOf(lead));

    }

    /**

     * Record a call outcome (SOP §12.2). The disposition drives the stage transition; the first

     * dispositioned contact stamps {@code firstContactedAt}, which is what closes the 5-hr SLA.

     */

    @RequestMapping(value = "/lms/disposition", method = RequestMethod.POST,

            consumes = MediaType.APPLICATION_JSON_VALUE)

    @ResponseBody

    public ResponseEntity<?> disposition(HttpServletRequest request,

                                         @RequestBody DispositionRequest body) {

        if (body == null || body.disposition == null || body.disposition.trim().isEmpty()) {

            return responseSender.badRequest("A disposition is required");

        }

        Lead lead = leadRepository.selectById(body.leadId);

        if (lead == null) {

            return responseSender.notFound("Lead not found");

        }

        LeadDisposition disposition;

        try {

            disposition = LeadDisposition.valueOf(body.disposition);

        } catch (IllegalArgumentException e) {

            return responseSender.badRequest("Unknown disposition: " + body.disposition);

        }

        if (disposition == LeadDisposition.INTERESTED && (body.value == null || body.value <= 0)) {

            return responseSender.badRequest("Business value is required on an INTERESTED disposition");

        }

        AuthUser actor = currentUser(request);

        LeadStage before = lead.getEffectiveStage();

        LeadCall call = resolveCall(body, lead, actor);

        String subReason = latin1Safe(trimToNull(body.subReason));

        if (subReason != null && subReason.length() > 64) {

            return responseSender.badRequest("Sub-reason is too long - keep it to 64 characters");

        }

        lead.setDisposition(disposition);

        lead.setDispositionSubReason(subReason);

        // Interim manual path — drops out when the dialer starts filling recordings from the webhook.

        if (body.recordingUrl != null && !body.recordingUrl.trim().isEmpty()) {

            lead.setRecordingUrl(body.recordingUrl.trim());

        }

        // Reaching the retailer IS the first contact — stamp once, never move it. NOT_REACHABLE (nobody

        // answered) and WRONG_NUMBER (not the retailer) are not contact: they must not satisfy the SLA,

        // and they must not disturb a stamp an earlier real contact already set.

        if (lead.getFirstContactedAt() == null && countsAsContact(disposition)) {

            // Prefer the moment the retailer actually picked up over "now" — the agent may sit on the

            // disposition modal for minutes, and that gap would silently eat into the 5-hr SLA.

            LocalDateTime contactedAt = (call != null && call.getAnsweredAt() != null)

                    ? call.getAnsweredAt() : LocalDateTime.now();

            lead.setFirstContactedAt(contactedAt);

        }

        LocalDateTime scheduled = parseLocal(body.callbackAt != null ? body.callbackAt : body.followUpAt);

        applyDispositionStage(lead, disposition, body);

        leadRepository.persist(lead);

        CommunicationType type = "MEETING".equalsIgnoreCase(body.followUpType)

                ? CommunicationType.VISIT : CommunicationType.TELEPHONIC;

        LeadActivity activity = appendTrail(body.leadId, actor,

                latin1Safe(dispositionRemark(disposition, before, lead, body)), type, scheduled,

                call != null ? call.getId() : null);

        // Bind both ways: the trail entry knows its call (for duration + a recording link), and the

        // call knows the disposition it produced (so an unactioned call is findable).

        if (call != null) {

            call.setLeadActivityId(activity.getId());

            leadCallRepository.persist(call);

        }

        if (disposition == LeadDisposition.DO_NOT_CALL) {

            blockFurtherCalls(lead, actor, body);

        }

        LOGGER.info("LMS disposition {} on lead {} ({} -> {}) by {}, call {}", disposition, body.leadId, before,

                lead.getEffectiveStage(), actor != null ? actor.getId() : 0, call != null ? call.getId() : null);

        return responseSender.ok(stateOf(lead));

    }

    /**

     * Which call this disposition is about. The browser normally passes {@code leadCallId} straight

     * from the dialer; when it cannot (agent dialled from their own handset, or the page reloaded

     * mid-call) we fall back to this agent's most recent call on this lead that no disposition has

     * claimed yet. Deliberately narrow — binding the wrong call is worse than binding none, because

     * it would attach someone else's recording to this lead's trail.

     */

    private LeadCall resolveCall(DispositionRequest body, Lead lead, AuthUser actor) {

        if (body.leadCallId != null && body.leadCallId > 0) {

            LeadCall call = leadCallRepository.selectById(body.leadCallId);

            if (call != null && call.getLeadId() == lead.getId()) {

                return call;

            }

            LOGGER.warn("Ignoring leadCallId {} on lead {} — missing or belongs to another lead",

                    body.leadCallId, lead.getId());

            return null;

        }

        if (actor == null) {

            return null;

        }

        LeadCall latest = leadCallRepository.selectLatestByLeadIdAndAuthId(lead.getId(), actor.getId());

        if (latest == null || latest.getLeadActivityId() != null) {

            return null;

        }

        LocalDateTime startedAt = latest.getStartedAt() != null ? latest.getStartedAt() : latest.getCreatedTimestamp();

        if (startedAt == null || startedAt.isBefore(LocalDateTime.now().minusMinutes(CALL_BIND_WINDOW_MINUTES))) {

            return null;

        }

        return latest;

    }

    /**

     * DO_NOT_CALL means never ring this retailer again (SOP §17). Blocks the number, not the lead —

     * the same person recurs as several leads and a per-lead block would not hold. Before this the

     * disposition only moved the stage, and nothing stopped a re-dial.

     */

    private void blockFurtherCalls(Lead lead, AuthUser actor, DispositionRequest body) {

        LeadDnd dnd = new LeadDnd();

        dnd.setMobile(lead.getLeadMobile());

        dnd.setLeadId(lead.getId());

        dnd.setAuthId(actor != null ? actor.getId() : null);

        dnd.setSource("DISPOSITION");

        dnd.setReason(latin1Safe(trimToNull(body.note) != null

                ? trimToNull(body.note) : "Retailer asked not to be contacted"));

        leadDndRepository.block(dnd);

        LOGGER.info("LMS DND block on lead {} by {}", lead.getId(), actor != null ? actor.getId() : 0);

    }

    /**

     * Correct the record's own fields (SOP §6).

     *

     * <p>Everything else on this screen either moves the lead forward or logs a conversation;

     * nothing could fix a misheard shop name or a location that was never captured. Between the

     * create form (which writes {@code address}/{@code city}/{@code state} empty and leaves the

     * geo link to supply the real location) and the legacy Leads edit (which only touches status,

     * assignee, city and state, and is gated behind an approved geo-pin), a lead's business name,

     * address and region were unreachable once created.

     *

     * <p>What stays immutable is what the SOP makes immutable (§7.1): the LMS id, the created

     * stamp, the creation path, the stage and the SLA clock. Region is editable but is not a plain

     * field edit — it re-resolves the owning BM/RSM, so it is handled as a re-assignment below.

     *

     * <p>Every accepted change writes its own trail entry. One entry per field rather than one per

     * save, so "who changed this number, and when" is answerable without diffing two saves.

     */

    @RequestMapping(value = "/lms/updateLead", method = RequestMethod.POST,

            consumes = MediaType.APPLICATION_JSON_VALUE)

    @ResponseBody

    public ResponseEntity<?> updateLead(HttpServletRequest request, @RequestBody UpdateLeadRequest body) {

        if (body == null) {

            return responseSender.badRequest("Nothing to update");

        }

        Lead lead = leadRepository.selectById(body.leadId);

        if (lead == null) {

            return responseSender.notFound("Lead not found");

        }

        AuthUser me = currentUser(request);

        if (me == null) {

            return ResponseEntity.status(HttpStatus.UNAUTHORIZED).build();

        }

        String name = latin1Safe(trimToNull(body.retailerName));

        if (name == null) {

            return responseSender.badRequest("Retailer name is required");

        }

        // These columns are narrow (city and state are varchar(30)) and the server runs

        // STRICT_TRANS_TABLES, so an over-long value is a 500 at flush rather than a rejected field.

        // Check here and name the field, so the agent can shorten it instead of losing the edit.

        String tooLong = firstTooLong(

                "Retailer name", name, 128,

                "Business name", body.businessName, 100,

                "Address", body.address, 128,

                "City", body.city, 30,

                "State", body.state, 30);

        if (tooLong != null) {

            return responseSender.badRequest(tooLong);

        }

        String mobile = digitsOnly(body.mobile);

        if (mobile == null || mobile.length() < 10) {

            return responseSender.badRequest("A valid 10-digit contact number is required");

        }

        mobile = mobile.substring(mobile.length() - 10);

        // A number change is the one edit that can quietly undo a compliance decision, so it gets

        // the same two checks the create form runs rather than being trusted as a typo fix.

        boolean mobileChanged = !mobile.equals(lead.getLeadMobile());

        if (mobileChanged) {

            if (leadDndRepository.selectByMobile(mobile) != null) {

                return responseSender.badRequest("That number is on the do-not-call register.");

            }

            Lead other = leadRepository.selectByMobileNumber(mobile);

            if (other != null && other.getId() != lead.getId()) {

                return responseSender.badRequest("Lead #" + other.getId() + " already exists for " + mobile);

            }

        }

        List<String> entries = new ArrayList<>();

        String beforeName = joinName(lead.getFirstName(), lead.getLastName());

        if (!name.equals(beforeName)) {

            int space = name.lastIndexOf(' ');

            // Both halves are varchar(64); a long single-token name would otherwise fail at flush.

            if ((space > 0 ? name.substring(0, space) : name).length() > 64

                    || (space > 0 ? name.substring(space + 1) : "").length() > 64) {

                return responseSender.badRequest(

                        "Retailer name is too long - keep each part to 64 characters");

            }

            lead.setFirstName(space > 0 ? name.substring(0, space) : name);

            // user.lead.last_name is NOT NULL — a single-word name keeps an empty surname, not null.

            lead.setLastName(space > 0 ? name.substring(space + 1) : "");

            entries.add(fieldChange("Retailer", beforeName, name));

        }

        if (mobileChanged) {

            entries.add(fieldChange("Contact", lead.getLeadMobile(), mobile));

            lead.setLeadMobile(mobile);

        }

        String outlet = latin1Safe(trimToNull(body.businessName));

        if (!same(lead.getOutLetName(), outlet)) {

            entries.add(fieldChange("Business", lead.getOutLetName(), outlet));

            lead.setOutLetName(outlet == null ? "" : outlet);

        }

        // address / city / state are NOT NULL — blanked fields are written empty, never null.

        String address = latin1Safe(trimToEmpty(body.address));

        String city = latin1Safe(trimToEmpty(body.city));

        String state = latin1Safe(trimToEmpty(body.state));

        String beforeLocation = locationOf(lead.getAddress(), lead.getCity(), lead.getState());

        String afterLocation = locationOf(address, city, state);

        if (!beforeLocation.equals(afterLocation)) {

            lead.setAddress(address);

            lead.setCity(city);

            lead.setState(state);

            entries.add(fieldChange("Location", beforeLocation, afterLocation));

        }

        if (body.potential != null && body.potential >= 0 && body.potential != lead.getPotential()) {

            entries.add(fieldChange("Business value",

                    lead.getPotential() > 0 ? money(lead.getPotential()) : null, money(body.potential)));

            lead.setPotential(body.potential);

        }

        // Region last: it is a re-assignment, and it reads better in the trail after the field edits.

        if (body.regionId != null && body.regionId > 0 && !body.regionId.equals(lead.getRegionId())) {

            LmsAssignmentService.Assignment a = lmsAssignmentService.resolve(body.regionId);

            if (a.regionId == null) {

                return responseSender.badRequest("Unknown region");

            }

            Integer previousBm = lead.getOwnerBmId();

            String beforeRegion = lead.getRegionCode();

            lead.setRegionId(a.regionId);

            lead.setRegionCode(a.regionCode);

            lead.setAssignmentStatus(a.assignmentStatus);

            lead.setOwnerBmId(a.bm != null ? a.bm.getId() : null);

            // Follow the region only while the lead is still sitting with whoever the engine picked.

            // Once a BM has handed it to a named ASM, that mapping is a decision — moving the region

            // must not silently undo it.

            boolean stillAutoAssigned = lead.getAssignTo() <= 0

                    || (previousBm != null && lead.getAssignTo() == previousBm.intValue());

            if (stillAutoAssigned) {

                lead.setAssignTo(a.bm != null ? a.bm.getId() : 0);

            }

            StringBuilder move = new StringBuilder(fieldChange("Region", beforeRegion, a.regionCode));

            if (a.bm != null) {

                move.append(" · owner re-resolved to ").append(a.bm.getFullName());

                if (!stillAutoAssigned) {

                    move.append(" (working owner left unchanged - the lead is mapped to a named user)");

                }

            } else {

                move.append(" · no active BM/RSM for that region, moved to the HOLD queue");

            }

            entries.add(move.toString());

        }

        if (entries.isEmpty()) {

            return responseSender.badRequest("Nothing changed");

        }

        lead.setUpdatedTimestamp(LocalDateTime.now());

        leadRepository.persist(lead);

        for (String entry : entries) {

            trail(lead.getId(), me.getId(), latin1Safe(entry));

        }

        LOGGER.info("LMS lead {} edited by auth {} — {}", lead.getId(), me.getId(), entries);

        Map<String, Object> out = new LinkedHashMap<>();

        out.put("ok", true);

        out.put("leadId", lead.getId());

        out.put("changes", entries.size());

        return responseSender.ok(out);

    }

    /** Payload for {@link #updateLead}. Only the fields this screen is allowed to correct. */

    public static class UpdateLeadRequest {

        public int leadId;

        public String retailerName;

        public String businessName;

        public String mobile;

        public String address;

        public String city;

        public String state;

        public Integer regionId;

        public Double potential;

    }

    /**

     * Trail line for one edited field.

     *

     * <p>ASCII only, deliberately. {@code user.lead_activity.remark} is latin1_swedish_ci, so an

     * arrow or an em dash makes the INSERT fail with "Incorrect string value" — and because the

     * failure surfaces at flush rather than at the write, it arrives as an unrelated-looking

     * "null id in LeadActivity entry" 500.

     */

    private String fieldChange(String label, String before, String after) {

        return label + " " + orDash(before) + " -> " + orDash(after);

    }

    private String orDash(String s) {

        return (s == null || s.trim().isEmpty()) ? "(not set)" : s.trim();

    }

    /**

     * First over-long field, as a message naming it and its limit; null when all fit.

     *

     * <p>Args come in (label, value, max) triples. Retailer name is checked against 128 because it

     * is split across first_name and last_name, which are varchar(64) each.

     */

    private String firstTooLong(Object... fields) {

        for (int i = 0; i + 2 < fields.length; i += 3) {

            String label = (String) fields[i];

            String value = (String) fields[i + 1];

            int max = (Integer) fields[i + 2];

            if (value != null && value.trim().length() > max) {

                return label + " is too long - keep it to " + max + " characters (currently "

                        + value.trim().length() + ")";

            }

        }

        return null;

    }

    /**

     * Make caller-supplied text safe for the latin1 columns this controller writes.

     *

     * <p>Every text column here — {@code lead_activity.remark}, {@code lead.disposition_sub_reason},

     * the address fields — is latin1_swedish_ci. Fixing our own literals was only half the job: an

     * agent pastes a note from WhatsApp or Word and it arrives full of smart quotes, en dashes and

     * ellipses, none of which exist in latin1. That INSERT fails, and because the failure surfaces

     * at flush it reads as "null id in LeadActivity entry" rather than as a bad character.

     *

     * <p>The common typographic characters are transliterated rather than dropped, because losing an

     * apostrophe out of "retailer's shop" is silent damage. Anything else outside latin1 (emoji,

     * Devanagari) becomes '?' — visible, so it is obvious the text was not stored verbatim.

     */

    private String latin1Safe(String s) {

        if (s == null || s.isEmpty()) {

            return s;

        }

        StringBuilder out = new StringBuilder(s.length());

        for (int i = 0; i < s.length(); i++) {

            char c = s.charAt(i);

            switch (c) {

                case '\u2018': case '\u2019': case '\u201B': out.append('\''); break;   // ' ' ‛

                case '\u201C': case '\u201D': case '\u201E': out.append('"'); break;    // " " „

                case '\u2013': case '\u2014': case '\u2212': out.append('-'); break;    // – — −

                case '\u2026': out.append("..."); break;                                // …

                case '\u2192': out.append("->"); break;                                 // →

                case '\u20B9': out.append("Rs"); break;                                 // ₹

                case '\u00A0': out.append(' '); break;                                  // nbsp

                default:

                    out.append(c <= 0xFF ? c : '?');

            }

        }

        return out.toString();

    }

    private boolean same(String a, String b) {

        return orDash(a).equals(orDash(b));

    }

    private String trimToEmpty(String s) {

        return s == null ? "" : s.trim();

    }

    private String joinName(String first, String last) {

        String joined = ((first == null ? "" : first) + " " + (last == null ? "" : last)).trim();

        return joined.replaceAll("\\s+", " ");

    }

    /** "address, city, state" with the empty parts dropped — what the record row prints. */

    private String locationOf(String address, String city, String state) {

        StringBuilder sb = new StringBuilder();

        for (String part : new String[]{address, city, state}) {

            if (part == null || part.trim().isEmpty()) {

                continue;

            }

            if (sb.length() > 0) {

                sb.append(", ");

            }

            sb.append(part.trim());

        }

        return sb.toString();

    }

    private String money(double value) {

        String label = lakhLabel(value);

        return label == null ? "(not set)" : label + "/mo";

    }

    /**

     * First-call checklist for a lead (SOP §9 Path A step 2).

     *

     * <p>Returns the active question set, any answers already recorded, and — the part the caller

     * cannot work out for itself — whether this is actually the lead's FIRST connected call.

     *

     * <p>"First" means no earlier <em>answered</em> call. A string of unanswered dials does not make

     * the next one a second call: as far as the retailer is concerned nobody has spoken to them yet,

     * and that is exactly when the checklist is worth asking.

     */

    @RequestMapping(value = "/lms/checklist", method = RequestMethod.GET)

    @ResponseBody

    public ResponseEntity<?> checklist(@RequestParam(name = "leadId") int leadId,

                                       @RequestParam(name = "leadCallId", required = false) Integer leadCallId) {

        Lead lead = leadRepository.selectById(leadId);

        if (lead == null) {

            return responseSender.notFound("Lead not found");

        }

        // Only the questions that belong at the lead's CURRENT stage. A question tagged

        // NEW|ASSIGNED is a first-call question by construction; one tagged VISITED is not, and

        // showing the whole bank on every call is how a checklist becomes something people skip.

        String stage = lead.getEffectiveStage() == null ? null : lead.getEffectiveStage().name();

        List<LeadCallAnswer> answers = leadCallChecklistRepository.selectAnswersByLeadId(leadId);

        Map<Integer, LeadCallAnswer> byQuestion = new HashMap<>();

        for (LeadCallAnswer a : answers) {

            byQuestion.put(a.getQuestionId(), a);

        }

        List<Map<String, Object>> out = new ArrayList<>();

        int availablePoints = 0;

        for (LeadCallQuestion q : leadCallChecklistRepository.selectActiveQuestions()) {

            if (!q.appliesTo(stage)) {

                continue;

            }

            LeadCallAnswer a = byQuestion.get(q.getId());

            Map<String, Object> m = new LinkedHashMap<>();

            m.put("id", q.getId());

            m.put("prompt", q.getPrompt());

            m.put("answerType", q.getAnswerType());

            m.put("choices", q.getChoices() == null || q.getChoices().trim().isEmpty()

                    ? new ArrayList<String>() : Arrays.asList(q.getChoices().split("\\|")));

            m.put("required", q.isRequired());

            m.put("points", q.getPoints());

            m.put("answer", a == null ? null : a.getAnswer());

            out.add(m);

            availablePoints += q.getPoints();

        }

        // Score is over EVERY answer the lead has, not just the ones showing now — a lead that

        // answered the early questions keeps those points when it moves on to a later stage.

        int score = 0;

        for (LeadCallAnswer a : answers) {

            score += a.getPointsAwarded();

        }

        Map<String, Object> res = new LinkedHashMap<>();

        res.put("leadId", leadId);

        res.put("stage", stage);

        res.put("questions", out);

        res.put("answered", !answers.isEmpty());

        res.put("score", score);

        res.put("availablePoints", availablePoints);

        res.put("firstCall", !leadCallChecklistRepository.hasEarlierConnectedCall(leadId, leadCallId));

        // Worth showing on the panel: the checklist is about this retailer, not a generic form.

        res.put("retailer", joinName(lead.getFirstName(), lead.getLastName()));

        return responseSender.ok(res);

    }

    /** Record (or correct) the checklist answers for a lead. */

    @RequestMapping(value = "/lms/checklist", method = RequestMethod.POST,

            consumes = MediaType.APPLICATION_JSON_VALUE)

    @ResponseBody

    public ResponseEntity<?> saveChecklist(HttpServletRequest request, @RequestBody ChecklistRequest body) {

        if (body == null || body.leadId <= 0) {

            return responseSender.badRequest("Nothing to save");

        }

        Lead lead = leadRepository.selectById(body.leadId);

        if (lead == null) {

            return responseSender.notFound("Lead not found");

        }

        AuthUser me = currentUser(request);

        if (me == null) {

            return ResponseEntity.status(HttpStatus.UNAUTHORIZED).build();

        }

        Map<Integer, LeadCallQuestion> active = new HashMap<>();

        for (LeadCallQuestion q : leadCallChecklistRepository.selectActiveQuestions()) {

            active.put(q.getId(), q);

        }

        int saved = 0;

        int points = 0;

        List<String> summary = new ArrayList<>();

        if (body.answers != null) {

            for (ChecklistAnswer a : body.answers) {

                LeadCallQuestion q = active.get(a.questionId);

                // Ignore anything that is not a live question rather than storing an answer to

                // something the screen never asked.

                if (q == null) {

                    continue;

                }

                String value = trimToNull(a.answer);

                if (value == null) {

                    continue;

                }

                if (value.length() > 1000) {

                    value = value.substring(0, 1000);

                }

                LeadCallAnswer row = new LeadCallAnswer();

                row.setLeadId(body.leadId);

                row.setLeadCallId(body.leadCallId);

                row.setQuestionId(q.getId());

                row.setAuthId(me.getId());

                row.setAnswer(value);

                // Snapshot the points as priced today, so re-pricing the question later does not

                // retroactively change what this lead scored.

                row.setPointsAwarded(q.getPoints());

                leadCallChecklistRepository.saveAnswer(row);

                saved++;

                points += q.getPoints();

                summary.add(q.getPrompt() + ": " + value);

            }

        }

        if (saved > 0) {

            // The trail is where the lead's story lives; a checklist that only existed in its own

            // table would be invisible to anyone reading the record.

            trail(body.leadId, me.getId(), latin1Safe("Checklist recorded (" + saved + " answer"

                    + (saved == 1 ? "" : "s") + ", " + points + " pts) - " + String.join(" \u00b7 ", summary)));

        }

        Map<String, Object> res = new LinkedHashMap<>();

        res.put("ok", true);

        res.put("saved", saved);

        res.put("points", points);

        LOGGER.info("Checklist saved for lead {} ({} answers) by auth {}", body.leadId, saved, me.getId());

        return responseSender.ok(res);

    }

    // ---- Assignment -------------------------------------------------------------------------

    /** Sales category in {@code cs.position} — the same one auto-assignment resolves owners from. */

    private static final int SALES_CATEGORY = com.spice.profitmandi.common.model.ProfitMandiConstants.TICKET_CATEGORY_SALES;

    /** Tiers a lead can be assigned to. L6+ exist but are not lead owners. */

    private static final List<EscalationType> SALES_TIERS = Arrays.asList(

            EscalationType.L1, EscalationType.L2, EscalationType.L3, EscalationType.L4, EscalationType.L5);

    /**

     * Sales people a lead can be assigned to, grouped by escalation tier (L1–L5).

     *

     * <p>Read from {@code cs.position}, the same source auto-assignment resolves owners from, so the

     * manual list and the engine can never disagree about who is a sales owner.

     *

     * <p>{@code regionId} does not filter the list — it marks who covers that region, so an agent can

     * see the right owner first without being prevented from picking someone else. A lead in a

     * region with no active owner still has to go to somebody.

     */

    @RequestMapping(value = "/lms/salespeople", method = RequestMethod.GET)

    @ResponseBody

    public ResponseEntity<?> salespeople(@RequestParam(name = "regionId", required = false) Integer regionId) {

        List<Position> positions = positionRepository.selectPositionByCategoryId(SALES_CATEGORY);

        if (positions == null) {

            positions = new ArrayList<>();

        }

        Set<Integer> ids = new HashSet<>();

        for (Position p : positions) {

            if (SALES_TIERS.contains(p.getEscalationType())) {

                ids.add(p.getAuthUserId());

            }

        }

        Map<Integer, AuthUser> users = new HashMap<>();

        if (!ids.isEmpty()) {

            for (AuthUser u : authRepository.selectByIds(new ArrayList<>(ids))) {

                users.put(u.getId(), u);

            }

        }

        // One row per person per tier: somebody can hold an L4 in one region and an L5 in another,

        // and collapsing that would hide which hat they are being picked under.

        Map<String, Map<String, Object>> byKey = new LinkedHashMap<>();

        for (Position p : positions) {

            if (!SALES_TIERS.contains(p.getEscalationType())) {

                continue;

            }

            AuthUser u = users.get(p.getAuthUserId());

            if (u == null || !Boolean.TRUE.equals(u.isActive())) {

                continue;                       // never offer a departed colleague as an owner

            }

            String key = p.getAuthUserId() + ":" + p.getEscalationType().name();

            Map<String, Object> m = byKey.get(key);

            if (m == null) {

                m = new LinkedHashMap<>();

                m.put("authId", u.getId());

                m.put("name", u.getFullName());

                m.put("email", u.getEmailId());

                m.put("tier", p.getEscalationType().name());

                m.put("regions", new ArrayList<String>());

                m.put("coversRegion", false);

                byKey.put(key, m);

            }

            Region r = p.getRegionId() > 0 ? regionRepository.selectById(p.getRegionId()) : null;

            if (r != null) {

                @SuppressWarnings("unchecked")

                List<String> regions = (List<String>) m.get("regions");

                String code = r.getRegionCode() != null ? r.getRegionCode() : r.getName();

                if (code != null && !regions.contains(code)) {

                    regions.add(code);

                }

                if (regionId != null && regionId > 0 && r.getId() == regionId) {

                    m.put("coversRegion", true);

                }

            }

        }

        Map<String, Object> res = new LinkedHashMap<>();

        res.put("people", new ArrayList<>(byKey.values()));

        List<String> tiers = new ArrayList<>();

        for (EscalationType t : SALES_TIERS) {

            tiers.add(t.name());

        }

        res.put("tiers", tiers);

        return responseSender.ok(res);

    }

    /**

     * Assign a lead to a sales person.

     *

     * <p>Sets the working owner ({@code assign_to}) only. The auto-resolved {@code owner_bm_id} is

     * left alone: it records which BM the region routed to, and overwriting it on a manual hand-off

     * would erase the routing decision the SLA and the HOLD queue are measured against.

     */

    @RequestMapping(value = "/lms/assignLead", method = RequestMethod.POST)

    @ResponseBody

    public ResponseEntity<?> assignLead(HttpServletRequest request,

                                        @RequestParam(name = "leadId") int leadId,

                                        @RequestParam(name = "authId") int authId) {

        Lead lead = leadRepository.selectById(leadId);

        if (lead == null) {

            return responseSender.notFound("Lead not found");

        }

        AuthUser me = currentUser(request);

        if (me == null) {

            return ResponseEntity.status(HttpStatus.UNAUTHORIZED).build();

        }

        AuthUser owner = authRepository.selectById(authId);

        if (owner == null || !Boolean.TRUE.equals(owner.isActive())) {

            return responseSender.badRequest("That person is not an active user");

        }

        // Must hold a sales position — otherwise any auth id could be made a lead owner, and the

        // pipeline would show owners the assignment engine has never heard of.

        EscalationType tier = null;

        List<Position> held = positionRepository.selectPositionByAuthId(authId);

        if (held != null) {

            for (Position p : held) {

                if (p.getCategoryId() == SALES_CATEGORY && SALES_TIERS.contains(p.getEscalationType())) {

                    tier = p.getEscalationType();

                    break;

                }

            }

        }

        if (tier == null) {

            return responseSender.badRequest(owner.getFullName() + " does not hold a sales position (L1-L5)");

        }

        AuthUser previous = lead.getAssignTo() > 0 ? authRepository.selectById(lead.getAssignTo()) : null;

        if (previous != null && previous.getId() == authId) {

            return responseSender.badRequest("Already assigned to " + owner.getFullName());

        }

        lead.setAssignTo(authId);

        // A lead sitting in HOLD because its region had no owner now has one.

        if ("HOLD".equalsIgnoreCase(lead.getAssignmentStatus())) {

            lead.setAssignmentStatus("ASSIGNED");

        }

        lead.setUpdatedTimestamp(LocalDateTime.now());

        leadRepository.persist(lead);

        trail(leadId, me.getId(), latin1Safe("Assigned to " + owner.getFullName() + " (" + tier.name() + ")"

                + (previous != null ? " from " + previous.getFullName() : "")));

        LOGGER.info("Lead {} assigned to auth {} ({}) by auth {}", leadId, authId, tier, me.getId());

        Map<String, Object> res = new LinkedHashMap<>();

        res.put("ok", true);

        res.put("leadId", leadId);

        res.put("owner", owner.getFullName());

        res.put("tier", tier.name());

        return responseSender.ok(res);

    }

    // ---- Checklist question management (CRUD) -----------------------------------------------

    /** Every question, active and inactive, for the management screen. */

    @RequestMapping(value = "/lms/checklist/questions", method = RequestMethod.GET)

    @ResponseBody

    public ResponseEntity<?> listQuestions() {

        List<Map<String, Object>> out = new ArrayList<>();

        for (LeadCallQuestion q : leadCallChecklistRepository.selectAllQuestions()) {

            out.add(questionJson(q));

        }

        Map<String, Object> res = new LinkedHashMap<>();

        res.put("questions", out);

        // The screen builds its stage picker from this rather than hardcoding the ladder, so a new

        // LeadStage shows up without a front-end change.

        List<String> stages = new ArrayList<>();

        for (LeadStage st : LeadStage.HAPPY_PATH) {

            stages.add(st.name());

        }

        res.put("stages", stages);

        res.put("answerTypes", Arrays.asList("TEXT", "NUMBER", "YESNO", "CHOICE"));

        return responseSender.ok(res);

    }

    /** Create or update a question. An id of 0 creates. */

    @RequestMapping(value = "/lms/checklist/questions/save", method = RequestMethod.POST,

            consumes = MediaType.APPLICATION_JSON_VALUE)

    @ResponseBody

    public ResponseEntity<?> saveQuestion(HttpServletRequest request, @RequestBody QuestionRequest body) {

        if (body == null) {

            return responseSender.badRequest("Nothing to save");

        }

        AuthUser me = currentUser(request);