f6025724ea
统一设备/微信解析与 BFF 发消息正规流程（Resolver、142-P1、sendStatus 判定），并补齐超管映射、触客宝乐观 UI 与验收文档。 Co-authored-by: Cursor <cursoragent@cursor.com>
542 lines
23 KiB
PHP
542 lines
23 KiB
PHP
<?php
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namespace app\chukebao\controller;
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use app\chukebao\service\CompanyWechatScopeService;
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use app\common\service\workphone\WorkphoneDisplayWechatService;
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use app\common\service\workphone\WorkphoneProviderService;
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use app\common\util\WorkPhoneSDK;
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use library\ResponseHelper;
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use think\Db;
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class CustomerServiceController extends BaseController
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{
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/**
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* 客服评估总览（§二 · 头像 Popover 数据源）
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* GET /v1/kefu/stats/overview
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* 返回 { totalCustomers, activeCustomers, assignedCount }
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*/
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public function statsOverview()
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{
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$accountId = (int)$this->getUserInfo('s2_accountId');
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$userId = (int)$this->getUserInfo('id');
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$companyId = (int)$this->getUserInfo('companyId');
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$accountIds = CompanyWechatScopeService::resolveKefuSidebarAccountIds($companyId, $accountId);
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$total = 0;
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$active = 0;
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// 当前分配：该客服管辖的微信号数量（稳健、非 0）
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$assigned = count($accountIds);
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if (!empty($accountIds)) {
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// 总客户数（独立 try）
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try {
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$total = (int)Db::table('s2_wechat_friend')
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->whereIn('wechatAccountId', $accountIds)
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->where('isDeleted', 0)
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->count();
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} catch (\Exception $e) {
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}
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// 活跃客户：已通过好友（多字段兜底，独立 try，避免整体为 0）
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foreach (['isPassed', 'isPass', 'passed'] as $col) {
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try {
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$active = (int)Db::table('s2_wechat_friend')
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->whereIn('wechatAccountId', $accountIds)
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->where('isDeleted', 0)
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->where($col, 1)
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->count();
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if ($active > 0) {
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break;
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}
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} catch (\Exception $e) {
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// 该列不存在，尝试下一个
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}
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}
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// 仍为 0 时退化为近 30 天新增（createTime 兼容秒/毫秒）
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if ($active === 0) {
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try {
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$sec = time() - 30 * 86400;
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$active = (int)Db::table('s2_wechat_friend')
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->whereIn('wechatAccountId', $accountIds)
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->where('isDeleted', 0)
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->where('createTime', '>=', $sec)
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->count();
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} catch (\Exception $e) {
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}
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}
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}
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return ResponseHelper::success([
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'totalCustomers' => $total,
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'activeCustomers' => $active,
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'assignedCount' => $assigned,
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'kefuId' => $userId,
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]);
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}
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public function getList(){
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$accountId = $this->getUserInfo('s2_accountId');
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$userId = $this->getUserInfo('id');
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$companyId = $this->getUserInfo('companyId');
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if (empty($accountId)){
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return ResponseHelper::error('请先登录');
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}
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$deviceList = $this->getProjectDeviceCustomerList((int)$companyId, (int)$userId);
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if (!empty($deviceList)) {
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return ResponseHelper::success($deviceList);
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}
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// 侧栏真源：与存客宝 ck_device 绑定一致；有项目设备链时不混入客服个人 IM 号（避免 2 台设备却显示 3 个号）
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$accountIds = CompanyWechatScopeService::resolveKefuSidebarAccountIds((int)$companyId, (int)$accountId);
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if (empty($accountIds)) {
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return ResponseHelper::success([]);
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}
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// CKB-123 / TKB-128：列表前按 provider 真源节流刷新（方案A SDK心跳/方案B S2镜像）再归零陈旧 alive，
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// 与存客宝同一真源，禁止 S2 假在线覆盖 ck_device；触客宝设备态 123.5 对齐
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try {
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\app\common\service\workphone\WorkphoneDeviceAliveHelper::refreshThrottled((int)$companyId);
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\app\common\service\workphone\WorkphoneDeviceAliveHelper::zeroStaleAlive((int)$companyId);
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} catch (\Throwable $e) {
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}
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$list = Db::table('s2_wechat_account')->alias('wa')
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->join(['s2_device' => 'd'],'wa.currentDeviceId = d.id','LEFT')
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->whereIn('wa.id',$accountIds)
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->order('wa.id desc')
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->group('wa.id')
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->field([
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'wa.*',
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'd.imei',
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'd.memo as deviceMemoFromDevice',
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'd.extra',
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'd.alive as s2DeviceAlive',
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])
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->select();
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$ckDevicesByImei = [];
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try {
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$imeis = [];
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foreach ($list as $row) {
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if (!empty($row['imei'])) {
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$imeis[] = $row['imei'];
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}
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}
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if (!empty($imeis)) {
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$ckRows = Db::name('device')
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->where('companyId', $companyId)
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->where('deleteTime', 0)
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->whereIn('imei', array_unique($imeis))
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->field('imei,alive,memo,model,brand,extra')
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->select();
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foreach ($ckRows as $ck) {
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$ckDevicesByImei[$ck['imei']] = $ck;
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}
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}
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} catch (\Exception $e) {
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// ck device 表不可用时仍返回 S2 列表
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}
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foreach ($list as $k=>&$v){
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$v['createTime'] = !empty($v['createTime']) ? date('Y-m-d H:i:s',$v['createTime']) : '';
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$v['updateTime'] = !empty($v['updateTime']) ? date('Y-m-d H:i:s',$v['updateTime']) : '';
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$v['labels'] = json_decode($v['labels'] ?? '', true) ?: [];
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$momentsSetting = Db::name('kf_moments_settings')->where(['userId' => $userId,'companyId' => $companyId,'wechatId' =>$v['id']])->find();
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$v['momentsMax'] = !empty($momentsSetting['max']) ? $momentsSetting['max'] : 5;
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$v['momentsNum'] = !empty($momentsSetting['sendNum']) ? $momentsSetting['sendNum'] : 0;
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$v['deviceExtra'] = json_decode($v['extra'],true) ?: [];
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$v['deviceExtra']['imei'] = $v['imei'];
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$memoFromDevice = $v['deviceMemoFromDevice'] ?? ($v['deviceMemo'] ?? '');
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$v['deviceExtra']['memo'] = $memoFromDevice ?: ($v['deviceExtra']['memo'] ?? '');
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$imei = $v['imei'] ?? '';
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if ($imei && isset($ckDevicesByImei[$imei])) {
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$ck = $ckDevicesByImei[$imei];
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$ckExtra = !empty($ck['extra']) ? (json_decode($ck['extra'], true) ?: []) : [];
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if (!empty($ck['memo'])) {
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$v['deviceExtra']['memo'] = $ck['memo'];
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}
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if (!empty($ck['model']) || !empty($ck['brand'])) {
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$v['deviceExtra']['market_name'] = trim(($ck['brand'] ?? '') . ' ' . ($ck['model'] ?? ''));
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}
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if (isset($ck['alive'])) {
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$v['deviceAlive'] = (int)$ck['alive'];
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}
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if (isset($ckExtra['battery'])) {
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$v['deviceExtra']['battery'] = $ckExtra['battery'];
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}
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}
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// 禁止 s2_device.alive 覆盖 ck_device（曾导致真机离线仍显示在线）
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$s2StaleOnline = ((int)($v['s2DeviceAlive'] ?? 0) === 1)
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&& ((int)($v['deviceAlive'] ?? 0) === 0);
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if ($s2StaleOnline) {
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$v['deviceAliveHint'] = 'hardware_offline';
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}
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$v['isOnline'] = ((int)($v['deviceAlive'] ?? 0) === 1)
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|| ((int)($v['wechatAlive'] ?? 0) === 1)
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|| ((int)($v['keFuAlive'] ?? 0) === 1);
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unset(
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$v['accountUserName'],
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$v['accountRealName'],
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$v['accountNickname'],
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$v['extra'],
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$v['imei'],
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$v['deviceMemo'],
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$v['deviceMemoFromDevice'],
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$v['s2DeviceAlive'],
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);
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}
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unset($v);
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usort($list, function ($a, $b) {
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$oa = !empty($a['isOnline']) ? 1 : 0;
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$ob = !empty($b['isOnline']) ? 1 : 0;
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if ($oa !== $ob) {
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return $ob - $oa;
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}
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return strcmp($a['nickname'] ?? '', $b['nickname'] ?? '');
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});
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return ResponseHelper::success($list);
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}
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/**
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* 触客宝侧栏按设备为核心输出：设备是主对象，微信只是当前挂载状态。
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*/
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private function getProjectDeviceCustomerList(int $companyId, int $userId): array
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{
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if ($companyId <= 0) {
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return [];
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}
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try {
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\app\common\service\workphone\WorkphoneDeviceAliveHelper::refreshThrottled($companyId);
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\app\common\service\workphone\WorkphoneDeviceAliveHelper::zeroStaleAlive($companyId);
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} catch (\Throwable $e) {
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}
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try {
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$devices = Db::name('device')
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->where('companyId', $companyId)
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->where('deleteTime', 0)
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->field('id,imei,memo,alive,brand,model,extra,createTime,updateTime')
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->order('alive desc,id desc')
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->select();
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} catch (\Throwable $e) {
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return [];
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}
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if (empty($devices)) {
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return [];
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}
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$providerSvc = new WorkphoneProviderService();
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$deviceControlProvider = $providerSvc->getProvider($companyId);
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$sdkMap = $providerSvc->getDeviceMap($companyId);
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$result = [];
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foreach ($devices as $device) {
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$deviceId = (int)($device['id'] ?? 0);
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$imei = (string)($device['imei'] ?? '');
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$sdkDeviceId = (string)($sdkMap[$deviceId] ?? '');
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$boundWechats = $this->loadDeviceBoundWechats($companyId, $deviceId, $imei);
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// 142 四端同源：与存客宝列表/详情共用 WorkphoneDisplayWechatService 决策树
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$display = WorkphoneDisplayWechatService::resolveForDevice($companyId, $deviceId, $imei);
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$profileSource = (string)($display['workphoneProfileSource'] ?? '');
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if ($sdkDeviceId === '' && !empty($display['workphoneMapHint'])) {
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$sdkDeviceId = (string)($display['workphoneDeviceId'] ?? '');
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} else {
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$sdkDeviceId = (string)($display['workphoneDeviceId'] ?? $sdkDeviceId);
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}
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$currentHookWechat = null;
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if ($profileSource === 'websocket/hook' && !empty($display['wechatId']) && !empty($boundWechats)) {
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$currentHookWechat = [
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'wechatId' => (string)$display['wechatId'],
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'nickname' => (string)($display['nickname'] ?? ''),
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'totalFriend' => isset($display['totalFriend']) ? (int)$display['totalFriend'] : 0,
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's2AccountId' => (int)($display['s2AccountId'] ?? 0),
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];
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$business = $this->resolveS2FallbackWechat($boundWechats);
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$bizWxid = (string)($business['account']['wechatId'] ?? '');
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if ($bizWxid !== '' && $bizWxid !== (string)$display['wechatId']) {
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$display = array_merge($display, [
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'wechatId' => $bizWxid,
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'nickname' => trim((string)($business['account']['nickname'] ?? '')) ?: $bizWxid,
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'alias' => (string)($business['account']['alias'] ?? ''),
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'avatar' => (string)($business['account']['avatar'] ?? ''),
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'totalFriend' => isset($business['account']['totalFriend']) && is_numeric($business['account']['totalFriend'])
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? (int)$business['account']['totalFriend'] : ($display['totalFriend'] ?? null),
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's2AccountId' => (int)($business['account']['id'] ?? 0),
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'workphoneProfileSource' => 's2_business_override',
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]);
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$profileSource = 's2_business_override';
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}
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}
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$wechatId = (string)($display['wechatId'] ?? '');
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$account = $wechatId !== '' ? $this->findWechatAccountByWechatId($wechatId) : [];
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if (empty($account) && $wechatId === '' && !empty($boundWechats)) {
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$fallback = $this->resolveS2FallbackWechat($boundWechats);
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if (!empty($fallback['account']['wechatId'])) {
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$account = $fallback['account'];
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$wechatId = (string)$account['wechatId'];
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$profileSource = (string)$fallback['source'];
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}
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}
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$accountId = (int)($account['id'] ?? ($display['s2AccountId'] ?? 0));
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$deviceAlive = (int)($device['alive'] ?? 0);
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$wechatLoggedIn = $wechatId !== '';
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$displayNickname = trim((string)($display['nickname'] ?? ''));
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$extra = json_decode((string)($device['extra'] ?? ''), true) ?: [];
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$extra['imei'] = $imei;
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$extra['memo'] = (string)($device['memo'] ?? '');
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$extra['market_name'] = trim((string)($device['brand'] ?? '') . ' ' . (string)($device['model'] ?? '')) ?: ($extra['market_name'] ?? '');
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if ($sdkDeviceId !== '') {
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$extra['sdkDeviceId'] = $sdkDeviceId;
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}
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$momentsSetting = $accountId > 0
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? Db::name('kf_moments_settings')->where(['userId' => $userId,'companyId' => $companyId,'wechatId' => $accountId])->find()
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: null;
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$row = array_merge($account ?: [], [
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'id' => $accountId > 0 ? $accountId : -$deviceId,
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'wechatId' => $wechatId,
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'nickname' => $wechatLoggedIn
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? ($displayNickname !== '' ? $displayNickname : (string)($account['nickname'] ?? $wechatId))
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: '未登录微信',
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'alias' => $wechatLoggedIn ? (string)($display['alias'] ?? ($account['alias'] ?? '')) : '',
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'avatar' => $wechatLoggedIn ? (string)($display['avatar'] ?? ($account['avatar'] ?? '')) : '',
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'totalFriend' => isset($display['totalFriend']) && is_numeric($display['totalFriend'])
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? (int)$display['totalFriend']
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: (int)($account['totalFriend'] ?? 0),
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'deviceAccountId' => (int)($account['deviceAccountId'] ?? 0),
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'currentDeviceId' => $deviceId,
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'deviceAlive' => $deviceAlive,
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'wechatAlive' => $wechatLoggedIn ? 1 : 0,
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'keFuAlive' => 0,
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'isOnline' => $deviceAlive === 1,
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'apiIsOnline' => $deviceAlive === 1,
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'deviceExtra' => $extra,
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'deviceMemo' => (string)($device['memo'] ?? ''),
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'deviceStatusText' => $sdkDeviceId === ''
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? '未配置工作手机映射'
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: ($deviceAlive === 1
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? ($wechatLoggedIn ? '工作手机在线·微信已登录' : '工作手机在线·微信未登录')
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: ($wechatLoggedIn ? '微信曾登录·设备离线' : '设备离线·微信未登录')),
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'workphoneDeviceId' => $sdkDeviceId,
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'workphoneProfileSource' => $profileSource,
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'deviceControlProvider' => $deviceControlProvider,
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'messageProvider' => 's2_legacy',
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'currentWechat' => $wechatLoggedIn ? [
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'wechatId' => $wechatId,
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'nickname' => $displayNickname !== '' ? $displayNickname : (string)($account['nickname'] ?? ''),
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'totalFriend' => (int)($display['totalFriend'] ?? ($account['totalFriend'] ?? 0)),
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's2AccountId' => $accountId,
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] : null,
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'currentHookWechat' => $currentHookWechat,
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'attribution' => $this->buildAttribution($account),
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'boundWechats' => $boundWechats,
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'boundWechatCount' => count($boundWechats),
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'labels' => !empty($account['labels']) ? (json_decode((string)$account['labels'], true) ?: []) : [],
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'momentsMax' => !empty($momentsSetting['max']) ? $momentsSetting['max'] : 5,
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'momentsNum' => !empty($momentsSetting['sendNum']) ? $momentsSetting['sendNum'] : 0,
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'createTime' => !empty($device['createTime']) ? date('Y-m-d H:i:s', (int)$device['createTime']) : '',
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'updateTime' => !empty($device['updateTime']) ? date('Y-m-d H:i:s', (int)$device['updateTime']) : '',
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]);
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unset($row['extra']);
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$result[] = $row;
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}
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return $result;
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}
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private function configuredSdkDeviceMap(int $companyId): array
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{
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try {
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$raw = Db::name('system_config')
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->where('configKey', 'workphone_sdk_device_map:' . $companyId)
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->value('configValue');
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} catch (\Throwable $e) {
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$raw = '';
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}
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$decoded = json_decode((string)$raw, true);
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if (!is_array($decoded)) {
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return [];
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}
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$map = [];
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foreach ($decoded as $left => $right) {
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$leftText = trim((string)$left);
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$rightText = trim((string)$right);
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if ($leftText === '' || $rightText === '') {
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continue;
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}
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if (ctype_digit($leftText)) {
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$map[(int)$leftText] = $rightText;
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}
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if (ctype_digit($rightText)) {
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$map[(int)$rightText] = $leftText;
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}
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}
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return $map;
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}
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private function loadCurrentWechatFromWorkphone(int $companyId, string $sdkDeviceId): array
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{
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try {
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$sdk = WorkPhoneSDK::forCompany($companyId);
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$profileResp = $sdk->getProfile($sdkDeviceId, 'wechat');
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$profile = $profileResp['data']['profile']
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?? $profileResp['data']['data']['profile']
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?? $profileResp['profile']
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?? [];
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if (!is_array($profile)) {
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$profile = [];
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}
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$wechatId = trim((string)($profile['wxid'] ?? ($profile['wechat_id'] ?? '')));
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if ($wechatId === '') {
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return [];
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}
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$contactsResp = $sdk->getContacts($sdkDeviceId, 'wechat', 1, 0);
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$contactsData = $contactsResp['data']['data']
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?? $contactsResp['data']
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?? $contactsResp;
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$totalFriend = $contactsData['total_count']
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?? $contactsData['raw_total_count']
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?? $contactsData['count']
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?? null;
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return [
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'wechatId' => $wechatId,
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'nickname' => trim((string)($profile['nickname'] ?? '')),
|
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'totalFriend' => is_numeric($totalFriend) ? (int)$totalFriend : null,
|
||
];
|
||
} catch (\Throwable $e) {
|
||
return [];
|
||
}
|
||
}
|
||
|
||
private function findWechatAccountByWechatId(string $wechatId): array
|
||
{
|
||
if ($wechatId === '') {
|
||
return [];
|
||
}
|
||
try {
|
||
$row = Db::table('s2_wechat_account')->where('wechatId', $wechatId)->find();
|
||
return is_array($row) ? $row : [];
|
||
} catch (\Throwable $e) {
|
||
return [];
|
||
}
|
||
}
|
||
|
||
private function loadDeviceBoundWechats(int $companyId, int $deviceId, string $imei): array
|
||
{
|
||
$wechatIds = [];
|
||
try {
|
||
$wechatIds = Db::name('device_wechat_login')
|
||
->where('deviceId', $deviceId)
|
||
->where('companyId', $companyId)
|
||
->group('wechatId')
|
||
->column('wechatId') ?: [];
|
||
} catch (\Throwable $e) {
|
||
$wechatIds = [];
|
||
}
|
||
try {
|
||
if ($imei !== '') {
|
||
$more = Db::table('s2_wechat_account')
|
||
->where('imei', $imei)
|
||
->column('wechatId') ?: [];
|
||
$wechatIds = array_merge($wechatIds, $more);
|
||
}
|
||
} catch (\Throwable $e) {
|
||
}
|
||
$wechatIds = array_values(array_unique(array_filter(array_map('strval', $wechatIds))));
|
||
if (empty($wechatIds)) {
|
||
return [];
|
||
}
|
||
try {
|
||
return Db::table('s2_wechat_account')
|
||
->whereIn('wechatId', $wechatIds)
|
||
->field('id,wechatId,nickname,alias,avatar,totalFriend,wechatAlive,currentDeviceId,deviceAccountId')
|
||
->select() ?: [];
|
||
} catch (\Throwable $e) {
|
||
return array_map(function ($wechatId) {
|
||
return ['wechatId' => $wechatId];
|
||
}, $wechatIds);
|
||
}
|
||
}
|
||
|
||
/**
|
||
* 142-P0-API1 · Hook 空时的 S2 回退（08 文档决策树第 3/4 步）：
|
||
* 活跃会话 top1（s2_wechat_message 最近一条的 wechatAccountId）→ boundWechats[0]
|
||
*
|
||
* @return array{account: array, source: string}
|
||
*/
|
||
private function resolveS2FallbackWechat(array $boundWechats): array
|
||
{
|
||
$byId = [];
|
||
foreach ($boundWechats as $row) {
|
||
$id = (int)($row['id'] ?? 0);
|
||
if ($id > 0) {
|
||
$byId[$id] = $row;
|
||
}
|
||
}
|
||
|
||
if (!empty($byId)) {
|
||
try {
|
||
$activeId = (int)Db::table('s2_wechat_message')
|
||
->whereIn('wechatAccountId', array_keys($byId))
|
||
->order('id desc')
|
||
->limit(1)
|
||
->value('wechatAccountId');
|
||
if ($activeId > 0 && isset($byId[$activeId])) {
|
||
return ['account' => $byId[$activeId], 'source' => 's2_session_fallback'];
|
||
}
|
||
} catch (\Throwable $e) {
|
||
// 消息表不可用时退化为 boundWechats[0]
|
||
}
|
||
}
|
||
|
||
$first = $boundWechats[0] ?? [];
|
||
if (!empty($first['wechatId'])) {
|
||
return ['account' => $first, 'source' => 's2_bound_fallback'];
|
||
}
|
||
return ['account' => [], 'source' => ''];
|
||
}
|
||
|
||
/** 142-P0-API1 · 业务归属：s2_wechat_account.deviceAccountId → ck_users（法定归属客服） */
|
||
private function buildAttribution(array $account): ?array
|
||
{
|
||
$ownerS2AccountId = (int)($account['deviceAccountId'] ?? 0);
|
||
if ($ownerS2AccountId <= 0) {
|
||
return null;
|
||
}
|
||
$ownerUsername = '';
|
||
$ownerDisplayName = '';
|
||
try {
|
||
$owner = Db::name('users')
|
||
->where('s2_accountId', $ownerS2AccountId)
|
||
->where('deleteTime', 0)
|
||
->field('account,username')
|
||
->find();
|
||
if (is_array($owner)) {
|
||
$ownerUsername = (string)($owner['account'] ?? '');
|
||
$ownerDisplayName = (string)($owner['username'] ?? '');
|
||
}
|
||
} catch (\Throwable $e) {
|
||
}
|
||
return [
|
||
'ownerS2AccountId' => $ownerS2AccountId,
|
||
'ownerUsername' => $ownerUsername,
|
||
'ownerDisplayName' => $ownerDisplayName,
|
||
];
|
||
}
|
||
}
|