"""
Call Center Console UI views
"""
from django.contrib import messages
from django.contrib.auth.decorators import login_required
from django.core.paginator import Paginator
from django.db.models import Q, Avg
from django.http import JsonResponse
from django.shortcuts import get_object_or_404, redirect, render
from django.utils import timezone
from django.views.decorators.http import require_http_methods
from uuid import UUID

from apps.complaints.models import Complaint, Inquiry
from apps.px_sources.models import PXSource
from apps.core.services import AuditService
from apps.organizations.models import Department, Hospital, Patient, Staff

from .models import CallCenterInteraction, CallRecord


@login_required
def interaction_list(request):
    """Call center interactions list view"""
    queryset = CallCenterInteraction.objects.select_related(
        'patient', 'hospital', 'department', 'agent'
    )

    # Apply RBAC filters
    user = request.user
    if user.is_px_admin():
        pass
    elif user.hospital:
        queryset = queryset.filter(hospital=user.hospital)
    else:
        queryset = queryset.none()

    # Apply filters
    call_type_filter = request.GET.get('call_type')
    if call_type_filter:
        queryset = queryset.filter(call_type=call_type_filter)

    hospital_filter = request.GET.get('hospital')
    if hospital_filter:
        queryset = queryset.filter(hospital_id=hospital_filter)

    is_low_rating = request.GET.get('is_low_rating')
    if is_low_rating == 'true':
        queryset = queryset.filter(is_low_rating=True)

    # Search
    search_query = request.GET.get('search')
    if search_query:
        queryset = queryset.filter(
            Q(subject__icontains=search_query) |
            Q(caller_name__icontains=search_query) |
            Q(patient__mrn__icontains=search_query)
        )

    # Date range
    date_from = request.GET.get('date_from')
    if date_from:
        queryset = queryset.filter(call_started_at__gte=date_from)

    date_to = request.GET.get('date_to')
    if date_to:
        queryset = queryset.filter(call_started_at__lte=date_to)

    # Ordering
    queryset = queryset.order_by('-call_started_at')

    # Pagination
    page_size = int(request.GET.get('page_size', 25))
    paginator = Paginator(queryset, page_size)
    page_number = request.GET.get('page', 1)
    page_obj = paginator.get_page(page_number)

    # Get filter options
    hospitals = Hospital.objects.filter(status='active')
    if not user.is_px_admin() and user.hospital:
        hospitals = hospitals.filter(id=user.hospital.id)

    # Statistics
    stats = {
        'total': queryset.count(),
        'low_rating': queryset.filter(is_low_rating=True).count(),
        'avg_satisfaction': queryset.filter(satisfaction_rating__isnull=False).aggregate(
            avg=Avg('satisfaction_rating')
        )['avg'] or 0,
    }

    context = {
        'page_obj': page_obj,
        'interactions': page_obj.object_list,
        'stats': stats,
        'hospitals': hospitals,
        'filters': request.GET,
    }

    return render(request, 'callcenter/interaction_list.html', context)


@login_required
def interaction_detail(request, pk):
    """Call center interaction detail view"""
    interaction = get_object_or_404(
        CallCenterInteraction.objects.select_related(
            'patient', 'hospital', 'department', 'agent'
        ),
        pk=pk
    )

    context = {
        'interaction': interaction,
    }

    return render(request, 'callcenter/interaction_detail.html', context)


# ============================================================================
# COMPLAINT CREATION FOR CALL CENTER
# ============================================================================

@login_required
@require_http_methods(["GET", "POST"])
def create_complaint(request):
    """
    Create complaint from call center interaction.

    Call center staff can create complaints on behalf of patients/callers.
    """
    if request.method == 'POST':
        try:
            # Get form data
            patient_id = request.POST.get('patient_id', None)
            hospital_id = request.POST.get('hospital_id')
            department_id = request.POST.get('department_id', None)
            staff_id = request.POST.get('staff_id', None)

            title = request.POST.get('title')
            description = request.POST.get('description')
            category = request.POST.get('category')
            subcategory = request.POST.get('subcategory', '')
            priority = request.POST.get('priority')
            severity = request.POST.get('severity')
            encounter_id = request.POST.get('encounter_id', '')

            # Call center specific fields
            caller_name = request.POST.get('caller_name', '')
            caller_phone = request.POST.get('caller_phone', '')
            caller_relationship = request.POST.get('caller_relationship', 'patient')

            # Validate required fields
            if not all([hospital_id, title, description, category, priority, severity]):
                messages.error(request, "Please fill in all required fields.")
                return redirect('callcenter:create_complaint')

            # If no patient selected, we need caller info
            if not patient_id and not caller_name:
                messages.error(request, "Please provide either patient or caller information.")
                return redirect('callcenter:create_complaint')
            
            # Get first active source for call center
            try:
                call_center_source = PXSource.objects.filter(is_active=True).first()
            except PXSource.DoesNotExist:
                messages.error(request, "No active PX sources available.")
                return redirect('callcenter:create_complaint')
            
            # Create complaint
            complaint = Complaint.objects.create(
                patient_id=patient_id if patient_id else None,
                hospital_id=hospital_id,
                department_id=department_id if department_id else None,
                staff_id=staff_id if staff_id else None,
                title=title,
                description=description,
                category=category,
                subcategory=subcategory,
                priority=priority,
                severity=severity,
                source=call_center_source,
                encounter_id=encounter_id,
            )

            # Create call center interaction record
            CallCenterInteraction.objects.create(
                patient_id=patient_id if patient_id else None,
                caller_name=caller_name,
                caller_phone=caller_phone,
                caller_relationship=caller_relationship,
                hospital_id=hospital_id,
                department_id=department_id if department_id else None,
                agent=request.user,
                call_type='complaint',
                subject=title,
                notes=description,
                metadata={
                    'complaint_id': str(complaint.id),
                    'category': category,
                    'severity': severity,
                }
            )

            # Log audit
            AuditService.log_event(
                event_type='complaint_created',
                description=f"Complaint created via call center: {complaint.title}",
                user=request.user,
                content_object=complaint,
                metadata={
                    'category': complaint.category,
                    'severity': complaint.severity,
                    'source': 'call_center',
                    'caller_name': caller_name,
                }
            )

            messages.success(request, f"Complaint #{complaint.id} created successfully.")
            return redirect('callcenter:complaint_success', pk=complaint.id)

        except Exception as e:
            messages.error(request, f"Error creating complaint: {str(e)}")
            return redirect('callcenter:create_complaint')

    # GET request - show form
    hospitals = Hospital.objects.filter(status='active')
    if not request.user.is_px_admin() and request.user.hospital:
        hospitals = hospitals.filter(id=request.user.hospital.id)

    context = {
        'hospitals': hospitals,
    }

    return render(request, 'callcenter/complaint_form.html', context)


@login_required
def complaint_success(request, pk):
    """Success page after creating complaint"""
    complaint = get_object_or_404(Complaint, pk=pk)

    context = {
        'complaint': complaint,
    }

    return render(request, 'callcenter/complaint_success.html', context)


@login_required
def complaint_list(request):
    """List complaints created by call center"""
    queryset = Complaint.objects.filter(
        source=ComplaintSource.CALL_CENTER
    ).select_related(
        'patient', 'hospital', 'department', 'staff', 'assigned_to'
    )

    # Apply RBAC filters
    user = request.user
    if user.is_px_admin():
        pass
    elif user.hospital:
        queryset = queryset.filter(hospital=user.hospital)
    else:
        queryset = queryset.none()

    # Apply filters
    status_filter = request.GET.get('status')
    if status_filter:
        queryset = queryset.filter(status=status_filter)

    severity_filter = request.GET.get('severity')
    if severity_filter:
        queryset = queryset.filter(severity=severity_filter)

    hospital_filter = request.GET.get('hospital')
    if hospital_filter:
        queryset = queryset.filter(hospital_id=hospital_filter)

    # Search
    search_query = request.GET.get('search')
    if search_query:
        queryset = queryset.filter(
            Q(title__icontains=search_query) |
            Q(description__icontains=search_query) |
            Q(patient__mrn__icontains=search_query)
        )

    # Ordering
    queryset = queryset.order_by('-created_at')

    # Pagination
    page_size = int(request.GET.get('page_size', 25))
    paginator = Paginator(queryset, page_size)
    page_number = request.GET.get('page', 1)
    page_obj = paginator.get_page(page_number)

    # Get filter options
    hospitals = Hospital.objects.filter(status='active')
    if not user.is_px_admin() and user.hospital:
        hospitals = hospitals.filter(id=user.hospital.id)

    # Statistics
    stats = {
        'total': queryset.count(),
        'open': queryset.filter(status='open').count(),
        'in_progress': queryset.filter(status='in_progress').count(),
        'resolved': queryset.filter(status='resolved').count(),
    }

    context = {
        'page_obj': page_obj,
        'complaints': page_obj.object_list,
        'stats': stats,
        'hospitals': hospitals,
        'filters': request.GET,
    }

    return render(request, 'callcenter/complaint_list.html', context)


# ============================================================================
# INQUIRY CREATION FOR CALL CENTER
# ============================================================================

@login_required
@require_http_methods(["GET", "POST"])
def create_inquiry(request):
    """
    Create inquiry from call center interaction.

    Call center staff can create inquiries for general questions/requests.
    """
    if request.method == 'POST':
        try:
            # Get form data
            patient_id = request.POST.get('patient_id', None)
            hospital_id = request.POST.get('hospital_id')
            department_id = request.POST.get('department_id', None)

            subject = request.POST.get('subject')
            message = request.POST.get('message')
            category = request.POST.get('category')

            # Contact info (if no patient)
            contact_name = request.POST.get('contact_name', '')
            contact_phone = request.POST.get('contact_phone', '')
            contact_email = request.POST.get('contact_email', '')

            # Call center specific
            caller_relationship = request.POST.get('caller_relationship', 'patient')

            # Validate required fields
            if not all([hospital_id, subject, message, category]):
                messages.error(request, "Please fill in all required fields.")
                return redirect('callcenter:create_inquiry')

            # If no patient, need contact info
            if not patient_id and not contact_name:
                messages.error(request, "Please provide either patient or contact information.")
                return redirect('callcenter:create_inquiry')

            # Create inquiry
            inquiry = Inquiry.objects.create(
                patient_id=patient_id if patient_id else None,
                hospital_id=hospital_id,
                department_id=department_id if department_id else None,
                subject=subject,
                message=message,
                category=category,
                contact_name=contact_name,
                contact_phone=contact_phone,
                contact_email=contact_email,
            )

            # Create call center interaction record
            CallCenterInteraction.objects.create(
                patient_id=patient_id if patient_id else None,
                caller_name=contact_name,
                caller_phone=contact_phone,
                caller_relationship=caller_relationship,
                hospital_id=hospital_id,
                department_id=department_id if department_id else None,
                agent=request.user,
                call_type='inquiry',
                subject=subject,
                notes=message,
                metadata={
                    'inquiry_id': str(inquiry.id),
                    'category': category,
                }
            )

            # Log audit
            AuditService.log_event(
                event_type='inquiry_created',
                description=f"Inquiry created via call center: {inquiry.subject}",
                user=request.user,
                content_object=inquiry,
                metadata={
                    'category': inquiry.category,
                    'source': 'call_center',
                    'contact_name': contact_name,
                }
            )

            messages.success(request, f"Inquiry #{inquiry.id} created successfully.")
            return redirect('callcenter:inquiry_success', pk=inquiry.id)

        except Exception as e:
            messages.error(request, f"Error creating inquiry: {str(e)}")
            return redirect('callcenter:create_inquiry')

    # GET request - show form
    hospitals = Hospital.objects.filter(status='active')
    if not request.user.is_px_admin() and request.user.hospital:
        hospitals = hospitals.filter(id=request.user.hospital.id)

    context = {
        'hospitals': hospitals,
    }

    return render(request, 'callcenter/inquiry_form.html', context)


@login_required
def inquiry_success(request, pk):
    """Success page after creating inquiry"""
    inquiry = get_object_or_404(Inquiry, pk=pk)

    context = {
        'inquiry': inquiry,
    }

    return render(request, 'callcenter/inquiry_success.html', context)


@login_required
def inquiry_list(request):
    """List inquiries created by call center"""
    queryset = Inquiry.objects.select_related(
        'patient', 'hospital', 'department', 'assigned_to', 'responded_by'
    )

    # Apply RBAC filters
    user = request.user
    if user.is_px_admin():
        pass
    elif user.hospital:
        queryset = queryset.filter(hospital=user.hospital)
    else:
        queryset = queryset.none()

    # Apply filters
    status_filter = request.GET.get('status')
    if status_filter:
        queryset = queryset.filter(status=status_filter)

    category_filter = request.GET.get('category')
    if category_filter:
        queryset = queryset.filter(category=category_filter)

    hospital_filter = request.GET.get('hospital')
    if hospital_filter:
        queryset = queryset.filter(hospital_id=hospital_filter)

    # Search
    search_query = request.GET.get('search')
    if search_query:
        queryset = queryset.filter(
            Q(subject__icontains=search_query) |
            Q(message__icontains=search_query) |
            Q(contact_name__icontains=search_query)
        )

    # Ordering
    queryset = queryset.order_by('-created_at')

    # Pagination
    page_size = int(request.GET.get('page_size', 25))
    paginator = Paginator(queryset, page_size)
    page_number = request.GET.get('page', 1)
    page_obj = paginator.get_page(page_number)

    # Get filter options
    hospitals = Hospital.objects.filter(status='active')
    if not user.is_px_admin() and user.hospital:
        hospitals = hospitals.filter(id=user.hospital.id)

    # Statistics
    stats = {
        'total': queryset.count(),
        'open': queryset.filter(status='open').count(),
        'in_progress': queryset.filter(status='in_progress').count(),
        'resolved': queryset.filter(status='resolved').count(),
    }

    context = {
        'page_obj': page_obj,
        'inquiries': page_obj.object_list,
        'stats': stats,
        'hospitals': hospitals,
        'filters': request.GET,
    }

    return render(request, 'callcenter/inquiry_list.html', context)


# ============================================================================
# AJAX/API HELPERS
# ============================================================================

@login_required
def get_departments_by_hospital(request):
    """Get departments for a hospital (AJAX)"""
    hospital_id = request.GET.get('hospital_id')
    if not hospital_id:
        return JsonResponse({'departments': []})

    departments = Department.objects.filter(
        hospital_id=hospital_id,
        status='active'
    ).values('id', 'name', 'name_ar')

    return JsonResponse({'departments': list(departments)})


@login_required
def get_staff_by_hospital(request):
    """Get staff for a hospital (AJAX)"""
    hospital_id = request.GET.get('hospital_id')
    if not hospital_id:
        return JsonResponse({'staff': []})

    staff_members = Staff.objects.filter(
        hospital_id=hospital_id,
        status='active'
    ).values('id', 'first_name', 'last_name', 'staff_type', 'specialization')

    # Format staff names
    staff_list = [
        {
            'id': str(s['id']),
            'name': f"Dr. {s['first_name']} {s['last_name']}" if s['staff_type'] == 'physician' else f"{s['first_name']} {s['last_name']}",
            'staff_type': s['staff_type'],
            'specialization': s['specialization']
        }
        for s in staff_members
    ]

    return JsonResponse({'staff': staff_list})


@login_required
def search_patients(request):
    """Search patients by MRN or name (AJAX)"""
    query = request.GET.get('q', '')
    hospital_id = request.GET.get('hospital_id', None)

    if len(query) < 2:
        return JsonResponse({'patients': []})

    patients = Patient.objects.filter(
        Q(mrn__icontains=query) |
        Q(first_name__icontains=query) |
        Q(last_name__icontains=query) |
        Q(national_id__icontains=query) |
        Q(phone__icontains=query)
    )

    if hospital_id:
        patients = patients.filter(hospital_id=hospital_id)

    patients = patients[:20]

    results = [
        {
            'id': str(p.id),
            'mrn': p.mrn,
            'name': p.get_full_name(),
            'phone': p.phone,
            'email': p.email,
            'national_id': p.national_id,
        }
        for p in patients
    ]

    return JsonResponse({'patients': results})


# ============================================================================
# CALL RECORDS (CSV IMPORT) VIEWS
# ============================================================================

@login_required
def call_records_list(request):
    """
    Call records list view with stats cards.
    
    Shows all imported call records with filtering and search.
    """
    queryset = CallRecord.objects.select_related('hospital')

    # Apply RBAC filters
    user = request.user
    if user.is_px_admin():
        pass
    elif user.hospital:
        queryset = queryset.filter(hospital=user.hospital)
    else:
        queryset = queryset.none()

    # Apply filters
    evaluated_filter = request.GET.get('evaluated')
    if evaluated_filter:
        queryset = queryset.filter(evaluated=evaluated_filter == 'true')

    call_type_filter = request.GET.get('call_type')
    if call_type_filter == 'inbound':
        queryset = queryset.filter(Q(inbound_id__isnull=False) | Q(inbound_name__isnull=False))
        queryset = queryset.exclude(Q(inbound_id='') & Q(inbound_name=''))
    elif call_type_filter == 'outbound':
        queryset = queryset.filter(Q(outbound_id__isnull=False) | Q(outbound_name__isnull=False))
        queryset = queryset.exclude(Q(outbound_id='') & Q(outbound_name=''))

    department_filter = request.GET.get('department')
    if department_filter:
        queryset = queryset.filter(department__icontains=department_filter)

    hospital_filter = request.GET.get('hospital')
    if hospital_filter:
        queryset = queryset.filter(hospital_id=hospital_filter)

    # Search
    search_query = request.GET.get('search')
    if search_query:
        queryset = queryset.filter(
            Q(first_name__icontains=search_query) |
            Q(last_name__icontains=search_query) |
            Q(department__icontains=search_query) |
            Q(extension__icontains=search_query) |
            Q(inbound_name__icontains=search_query) |
            Q(outbound_name__icontains=search_query)
        )

    # Date range
    date_from = request.GET.get('date_from')
    if date_from:
        queryset = queryset.filter(call_start__gte=date_from)

    date_to = request.GET.get('date_to')
    if date_to:
        queryset = queryset.filter(call_start__lte=date_to)

    # Ordering
    queryset = queryset.order_by('-call_start')

    # Pagination
    page_size = int(request.GET.get('page_size', 25))
    paginator = Paginator(queryset, page_size)
    page_number = request.GET.get('page', 1)
    page_obj = paginator.get_page(page_number)

    # Get filter options
    hospitals = Hospital.objects.filter(status='active')
    if not user.is_px_admin() and user.hospital:
        hospitals = hospitals.filter(id=user.hospital.id)

    # Statistics for cards
    stats = {
        'total_calls': queryset.count(),
        'total_duration': sum(
            (r.call_duration_seconds or 0) for r in queryset
        ),
        'inbound_calls': queryset.filter(
            Q(inbound_id__isnull=False) | Q(inbound_name__isnull=False)
        ).exclude(Q(inbound_id='') & Q(inbound_name='')).count(),
        'outbound_calls': queryset.filter(
            Q(outbound_id__isnull=False) | Q(outbound_name__isnull=False)
        ).exclude(Q(outbound_id='') & Q(outbound_name='')).count(),
        'evaluated_calls': queryset.filter(evaluated=True).count(),
        'not_evaluated_calls': queryset.filter(evaluated=False).count(),
        'avg_duration': queryset.filter(
            call_duration_seconds__isnull=False
        ).aggregate(avg=Avg('call_duration_seconds'))['avg'] or 0,
    }

    # Format duration for display
    def format_duration(seconds):
        if not seconds:
            return "0:00"
        hours = int(seconds // 3600)
        minutes = int((seconds % 3600) // 60)
        secs = int(seconds % 60)
        if hours > 0:
            return f"{hours}:{minutes:02d}:{secs:02d}"
        return f"{minutes}:{secs:02d}"

    stats['total_duration_formatted'] = format_duration(stats['total_duration'])
    stats['avg_duration_formatted'] = format_duration(stats['avg_duration'])

    # Get unique departments for filter dropdown
    departments = CallRecord.objects.values_list('department', flat=True).distinct()
    departments = [d for d in departments if d]

    context = {
        'page_obj': page_obj,
        'call_records': page_obj.object_list,
        'stats': stats,
        'hospitals': hospitals,
        'departments': departments,
        'filters': request.GET,
    }

    return render(request, 'callcenter/call_records_list.html', context)


@login_required
@require_http_methods(["GET", "POST"])
def import_call_records(request):
    """
    Import call records from CSV file.
    
    CSV must have the same headers as the export format.
    """
    if request.method == 'POST':
        try:
            csv_file = request.FILES.get('csv_file')
            if not csv_file:
                messages.error(request, "Please select a CSV file to upload.")
                return redirect('callcenter:import_call_records')

            # Check file extension
            if not csv_file.name.endswith('.csv'):
                messages.error(request, "Please upload a valid CSV file.")
                return redirect('callcenter:import_call_records')

            import csv
            from datetime import datetime
            import hashlib
            import codecs

            # Decode the file and remove BOM if present
            decoded_file = csv_file.read().decode('utf-8-sig')  # utf-8-sig removes BOM
            reader = csv.DictReader(decoded_file.splitlines())

            # Required headers
            required_headers = [
                'Media ID', 'Media Type', 'Call Start', 'First Name', 'Last Name',
                'Extension', 'Department', 'Call End', 'Length', 'File Name'
            ]

            # Validate headers
            if reader.fieldnames is None:
                messages.error(request, "Invalid CSV file format.")
                return redirect('callcenter:import_call_records')

            # Clean headers (remove any remaining BOM or whitespace)
            cleaned_fieldnames = [f.strip() if f else f for f in reader.fieldnames]
            reader.fieldnames = cleaned_fieldnames

            missing_headers = [h for h in required_headers if h not in reader.fieldnames]
            if missing_headers:
                messages.error(request, f"Missing required headers: {', '.join(missing_headers)}")
                return redirect('callcenter:import_call_records')

            # Parse CSV and create records
            imported_count = 0
            skipped_count = 0
            error_count = 0

            for row_num, row in enumerate(reader, start=2):  # Start at 2 (header is row 1)
                try:
                    # Parse Media ID
                    media_id_str = row.get('Media ID', '').strip()
                    if not media_id_str:
                        skipped_count += 1
                        continue

                    try:
                        media_id = UUID(media_id_str)
                    except ValueError:
                        skipped_count += 1
                        continue

                    # Check if record already exists
                    if CallRecord.objects.filter(media_id=media_id).exists():
                        skipped_count += 1
                        continue

                    # Parse call start time
                    call_start_str = row.get('Call Start', '').strip()
                    if not call_start_str:
                        skipped_count += 1
                        continue

                    # Try multiple datetime formats
                    call_start = None
                    for fmt in [
                        '%m/%d/%y %H:%M',      # 10/30/25 19:57
                        '%m/%d/%Y %H:%M',      # 10/30/2025 19:57
                        '%m/%d/%y %I:%M:%S %p', # 10/30/25 7:57:48 PM
                        '%m/%d/%Y %I:%M:%S %p', # 10/30/2025 7:57:48 PM
                        '%m/%d/%y %I:%M %p',   # 10/30/25 7:57 PM
                        '%m/%d/%Y %I:%M %p',   # 10/30/2025 7:57 PM
                    ]:
                        try:
                            call_start = datetime.strptime(call_start_str, fmt)
                            break
                        except ValueError:
                            continue
                    
                    if not call_start:
                        skipped_count += 1
                        continue

                    # Parse call end time
                    call_end = None
                    call_end_str = row.get('Call End', '').strip()
                    if call_end_str:
                        for fmt in [
                            '%m/%d/%y %H:%M',
                            '%m/%d/%Y %H:%M',
                            '%m/%d/%y %I:%M:%S %p',
                            '%m/%d/%Y %I:%M:%S %p',
                            '%m/%d/%y %I:%M %p',
                            '%m/%d/%Y %I:%M %p',
                        ]:
                            try:
                                call_end = datetime.strptime(call_end_str, fmt)
                                break
                            except ValueError:
                                continue

                    # Parse call duration
                    call_duration_seconds = None
                    length_str = row.get('Length', '').strip()
                    if length_str:
                        try:
                            parts = length_str.split(':')
                            if len(parts) == 3:
                                # HH:MM:SS format
                                call_duration_seconds = int(parts[0]) * 3600 + int(parts[1]) * 60 + int(parts[2])
                            elif len(parts) == 2:
                                # M:SS or MM:SS format
                                call_duration_seconds = int(parts[0]) * 60 + int(parts[1])
                            elif len(parts) == 1:
                                # Just seconds
                                call_duration_seconds = int(parts[0])
                        except ValueError:
                            pass

                    # Get or create hospital
                    hospital = None
                    if request.user.hospital:
                        hospital = request.user.hospital

                    # Create the record
                    CallRecord.objects.create(
                        media_id=media_id,
                        media_type=row.get('Media Type', 'Calls').strip(),
                        chain=row.get('Chain', '').strip(),
                        evaluated=row.get('Evaluated', '').strip().lower() == 'true',
                        call_start=call_start,
                        call_end=call_end,
                        call_length=length_str,
                        call_duration_seconds=call_duration_seconds,
                        first_name=row.get('First Name', '').strip(),
                        last_name=row.get('Last Name', '').strip(),
                        extension=row.get('Extension', '').strip(),
                        department=row.get('Department', '').strip(),
                        location=row.get('Location', '').strip(),
                        inbound_id=row.get('Inbound ID', '').strip(),
                        inbound_name=row.get('Inbound Name', '').strip(),
                        dnis=row.get('DNIS', '').strip(),
                        outbound_id=row.get('Outbound ID', '').strip(),
                        outbound_name=row.get('Outbound Name', '').strip(),
                        flag_name=row.get('Flag Name', '').strip(),
                        flag_value=row.get('Flag Value', '').strip(),
                        file_location=row.get('File Location', '').strip(),
                        file_name=row.get('File Name', '').strip(),
                        file_hash=row.get('FileHash', '').strip(),
                        external_ref=row.get('External Ref', '').strip(),
                        transfer_from=row.get('Transfer From', '').strip(),
                        recorded_by=row.get('Recorded By', '').strip(),
                        time_zone=row.get('Time Zone', '03:00:00').strip(),
                        recording_server_name=row.get('Recording Server Name', '').strip(),
                        hospital=hospital,
                    )

                    imported_count += 1

                except Exception as e:
                    error_count += 1
                    continue

            messages.success(
                request,
                f"Import completed: {imported_count} records imported, {skipped_count} skipped (duplicates/invalid), {error_count} errors."
            )
            return redirect('callcenter:call_records_list')

        except Exception as e:
            messages.error(request, f"Error importing CSV: {str(e)}")
            return redirect('callcenter:import_call_records')

    # GET request - show upload form
    context = {
        'sample_headers': [
            'Media ID', 'Media Type', 'Chain', 'Evaluated', 'Call Start',
            'First Name', 'Last Name', 'Extension', 'Department', 'Location',
            'Inbound ID', 'Inbound Name', 'DNIS', 'Outbound ID', 'Outbound Name',
            'Length', 'Call End', 'Flag Name', 'Flag Value', 'File Location',
            'File Name', 'External Ref', 'FileHash', 'Transfer From', 'Recorded By',
            'Time Zone', 'Recording Server Name'
        ],
    }

    return render(request, 'callcenter/import_call_records.html', context)


@login_required
def export_call_records_template(request):
    """
    Export a sample CSV template for importing call records.
    """
    import csv
    from django.http import HttpResponse

    response = HttpResponse(content_type='text/csv')
    response['Content-Disposition'] = 'attachment; filename="call_records_template.csv"'

    writer = csv.writer(response)
    writer.writerow([
        'Media ID', 'Media Type', 'Chain', 'Evaluated', 'Call Start',
        'First Name', 'Last Name', 'Extension', 'Department', 'Location',
        'Inbound ID', 'Inbound Name', 'DNIS', 'Outbound ID', 'Outbound Name',
        'Length', 'Call End', 'Flag Name', 'Flag Value', 'File Location',
        'File Name', 'External Ref', 'FileHash', 'Transfer From', 'Recorded By',
        'Time Zone', 'Recording Server Name'
    ])
    # Add one sample row
    writer.writerow([
        'aade2430-2eb0-4e05-93eb-9567e2be07ae', 'Calls', '', 'False',
        '10/30/2025 7:57:48 PM', 'Patient', 'Relation', '1379', 'Patient Relation', '',
        '597979769', '', '', '', '', '00:01:11', '10/30/2025 7:59:00 PM',
        '', '', 'E:\\Calls', '2025-10-30\\x1379 19.57.48.467 10-30-2025.mp3',
        '12946311', '', '0', '', '03:00:00', 'ahnuzdcnqms02'
    ])

    return response