Restructure omni services and add Chatwoot research snapshot

research/chatwoot/enterprise/app/services/voice/status_update_service.rb

@@ -0,0 +1,60 @@
+class Voice::StatusUpdateService
+  pattr_initialize [:account!, :call_sid!, :call_status, { payload: {} }]
+
+  TWILIO_STATUS_MAP = {
+    'queued' => 'ringing',
+    'initiated' => 'ringing',
+    'ringing' => 'ringing',
+    'in-progress' => 'in-progress',
+    'inprogress' => 'in-progress',
+    'answered' => 'in-progress',
+    'completed' => 'completed',
+    'busy' => 'no-answer',
+    'no-answer' => 'no-answer',
+    'failed' => 'failed',
+    'canceled' => 'failed'
+  }.freeze
+
+  def perform
+    normalized_status = normalize_status(call_status)
+    return if normalized_status.blank?
+
+    conversation = account.conversations.find_by(identifier: call_sid)
+    return unless conversation
+
+    Voice::CallStatus::Manager.new(
+      conversation: conversation,
+      call_sid: call_sid
+    ).process_status_update(
+      normalized_status,
+      duration: payload_duration,
+      timestamp: payload_timestamp
+    )
+  end
+
+  private
+
+  def normalize_status(status)
+    return if status.to_s.strip.empty?
+
+    TWILIO_STATUS_MAP[status.to_s.downcase]
+  end
+
+  def payload_duration
+    return unless payload.is_a?(Hash)
+
+    duration = payload['CallDuration'] || payload['call_duration']
+    duration&.to_i
+  end
+
+  def payload_timestamp
+    return unless payload.is_a?(Hash)
+
+    ts = payload['Timestamp'] || payload['timestamp']
+    return unless ts
+
+    Time.zone.parse(ts).to_i
+  rescue ArgumentError
+    nil
+  end
+end