Best Vonage Business Phone Validation API & Cloud Communications Integration 2025

// Global call center management system
class GlobalCallCenterManager {
  constructor(vonageClient, onelookupClient) {
    this.vonage = vonageClient;
    this.lookup = onelookupClient;
    this.regions = ['us-east', 'us-west', 'eu-west', 'ap-southeast'];
    this.businessHours = {
      'us-east': { start: 9, end: 17, timezone: 'America/New_York' },
      'us-west': { start: 9, end: 17, timezone: 'America/Los_Angeles' },
      'eu-west': { start: 9, end: 17, timezone: 'Europe/London' },
      'ap-southeast': { start: 9, end: 17, timezone: 'Asia/Singapore' }
    };
  }

  async routeIncomingCall(callerNumber, requestedService) {
    // Analyze caller location and preferences
    const callerAnalysis = await this.lookup.phone.analyzeGlobal({
      phone: callerNumber,
      includeLocationInfo: true,
      includeLanguagePreferences: true,
      includeTimeZoneInfo: true,
      includeCarrierInfo: true
    });

    // Determine optimal regions for handling the call
    const availableRegions = await this.getAvailableRegions(callerAnalysis.timezone);
    
    // Score regions based on multiple factors
    const regionScores = await this.scoreRegions({
      availableRegions,
      callerLocation: callerAnalysis.locationInfo,
      language: callerAnalysis.preferredLanguage,
      serviceType: requestedService,
      callTime: new Date()
    });

    // Select best region and agent
    const selectedRegion = regionScores[0];
    const agent = await this.selectBestAgent(selectedRegion, callerAnalysis, requestedService);

    // Create Vonage call with intelligent routing
    const callConfig = {
      to: [{
        type: 'phone',
        number: agent.phoneNumber
      }],
      from: {
        type: 'phone', 
        number: this.getRegionalNumber(selectedRegion.id)
      },
      answer_url: [`https://api.company.com/vonage/answer/${selectedRegion.id}`],
      event_url: [`https://api.company.com/vonage/events`],
      // Advanced routing parameters
      routing_profile: selectedRegion.routingProfile,
      machine_detection: 'hangup',
      length_timer: 3600, // 1 hour max
      ringing_timer: 30,
      // Custom headers for tracking
      custom_headers: {
        'X-Caller-Region': callerAnalysis.locationInfo.region,
        'X-Service-Type': requestedService,
        'X-Agent-ID': agent.id,
        'X-Validation-Score': callerAnalysis.validationScore
      }
    };

    const call = await this.vonage.voice.createOutboundCall(callConfig);

    // Track the routing decision for analytics
    await this.trackRoutingDecision({
      callId: call.uuid,
      callerNumber: callerNumber,
      selectedRegion: selectedRegion.id,
      agentId: agent.id,
      routingFactors: {
        timeZoneMatch: selectedRegion.timezoneScore,
        languageMatch: selectedRegion.languageScore,
        experienceMatch: selectedRegion.experienceScore,
        availabilityScore: selectedRegion.availabilityScore
      }
    });

    return {
      success: true,
      callId: call.uuid,
      routedTo: selectedRegion,
      agent: agent,
      estimatedWaitTime: agent.estimatedWaitTime,
      callerAnalysis: callerAnalysis
    };
  }

  async getAvailableRegions(callerTimezone) {
    const availableRegions = [];
    
    for (const region of this.regions) {
      const businessHours = this.businessHours[region];
      const regionTime = new Date().toLocaleString('en-US', { 
        timeZone: businessHours.timezone 
      });
      const hour = new Date(regionTime).getHours();
      
      if (hour >= businessHours.start && hour < businessHours.end) {
        // Check agent availability
        const agentCount = await this.vonage.applications.getActiveAgents(region);
        if (agentCount > 0) {
          availableRegions.push({
            id: region,
            localTime: regionTime,
            availableAgents: agentCount,
            businessHours: businessHours
          });
        }
      }
    }

    return availableRegions;
  }

  async scoreRegions({ availableRegions, callerLocation, language, serviceType, callTime }) {
    const scoredRegions = [];

    for (const region of availableRegions) {
      let score = 0;

      // Timezone proximity (0-30 points)
      const timezoneScore = this.calculateTimezoneScore(
        callerLocation.timezone,
        this.businessHours[region.id].timezone
      );
      score += timezoneScore;

      // Language compatibility (0-25 points)
      const agents = await this.getRegionalAgents(region.id);
      const languageScore = agents.filter(a => a.languages.includes(language)).length * 5;
      score += Math.min(languageScore, 25);

      // Service expertise (0-20 points)
      const serviceExperts = agents.filter(a => a.expertise.includes(serviceType)).length;
      const expertiseScore = (serviceExperts / agents.length) * 20;
      score += expertiseScore;

      // Current availability (0-20 points)
      const avgWaitTime = agents.reduce((sum, a) => sum + a.currentWaitTime, 0) / agents.length;
      const availabilityScore = Math.max(0, 20 - (avgWaitTime / 60)); // Penalize long waits
      score += availabilityScore;

      // Geographic preference (0-5 points)
      if (this.isGeographicallyClose(callerLocation.region, region.id)) {
        score += 5;
      }

      scoredRegions.push({
        ...region,
        totalScore: score,
        timezoneScore,
        languageScore: Math.min(languageScore, 25),
        expertiseScore,
        availabilityScore
      });
    }

    return scoredRegions.sort((a, b) => b.totalScore - a.totalScore);
  }

  async selectBestAgent(region, callerAnalysis, serviceType) {
    const agents = await this.getRegionalAgents(region.id);
    
    // Filter by availability
    const availableAgents = agents.filter(agent => agent.status === 'available');
    
    if (availableAgents.length === 0) {
      // Fallback to agents with shortest queue
      return agents.sort((a, b) => a.queueLength - b.queueLength)[0];
    }

    // Score available agents
    const scoredAgents = availableAgents.map(agent => {
      let score = 0;

      // Language match
      if (agent.languages.includes(callerAnalysis.preferredLanguage)) {
        score += 20;
      }

      // Service expertise
      if (agent.expertise.includes(serviceType)) {
        score += 15;
      }

      // Performance metrics
      score += agent.customerSatisfactionScore * 10;
      score += agent.firstCallResolutionRate * 10;
      
      // Penalty for current workload
      score -= agent.currentCallCount * 2;

      return { ...agent, score };
    });

    return scoredAgents.sort((a, b) => b.score - a.score)[0];
  }

  calculateTimezoneScore(callerTZ, regionTZ) {
    const callerOffset = this.getTimezoneOffset(callerTZ);
    const regionOffset = this.getTimezoneOffset(regionTZ);
    const hourDifference = Math.abs(callerOffset - regionOffset);
    
    // Perfect match = 30 points, decreasing by 3 per hour difference
    return Math.max(0, 30 - (hourDifference * 3));
  }

  getTimezoneOffset(timezone) {
    const date = new Date();
    const localOffset = date.getTimezoneOffset();
    const targetTime = new Date(date.toLocaleString('en-US', { timeZone: timezone }));
    const targetOffset = (date.getTime() - targetTime.getTime()) / (1000 * 60);
    return targetOffset - localOffset;
  }

  isGeographicallyClose(callerRegion, centerRegion) {
    const regionMappings = {
      'north-america': ['us-east', 'us-west'],
      'europe': ['eu-west'],
      'asia-pacific': ['ap-southeast']
    };

    for (const [region, centers] of Object.entries(regionMappings)) {
      if (centers.includes(centerRegion) && callerRegion === region) {
        return true;
      }
    }
    return false;
  }

  getRegionalNumber(regionId) {
    const regionalNumbers = {
      'us-east': process.env.VONAGE_NUMBER_US_EAST,
      'us-west': process.env.VONAGE_NUMBER_US_WEST,
      'eu-west': process.env.VONAGE_NUMBER_EU_WEST,
      'ap-southeast': process.env.VONAGE_NUMBER_AP_SOUTHEAST
    };
    return regionalNumbers[regionId];
  }

  async getRegionalAgents(regionId) {
    // This would integrate with your agent management system
    return await this.vonage.applications.getAgents({
      region: regionId,
      includeMetrics: true,
      includeCurrentStatus: true
    });
  }

  async trackRoutingDecision(data) {
    await this.lookup.analytics.trackRouting(data);
    // Also send to your business intelligence system
  }
}

// Usage example
const callCenter = new GlobalCallCenterManager(vonage, oneLookup);
const routingResult = await callCenter.routeIncomingCall('+44123456789', 'technical-support');
console.log('Call routed to:', routingResult.routedTo.id);