Squashed commit of the following:
Squashed commit of the following:

commit 5bebf1fe5ebbed1c7e9a42e0d2fd40a8600be014
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Tue Sep 16 17:20:54 2014 +0200

    small cleanup

commit f5e4b41a1814544b829b1ebec732a6ef122c327e
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Tue Sep 16 17:18:42 2014 +0200

    format pre-tagging

commit 821d3367e051f38820ad2e90783ce60b317d0e04
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Tue Sep 16 13:13:48 2014 +0200

    add call tags to history entry

commit 19e7080dc090b4825daeb80ef56e4af142d9dbf9
Merge: 103e684 2fefe98
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Tue Sep 16 11:08:52 2014 +0200

    Back-merged master from release #{0.0.76}

commit 103e684c50f2f1a123db454190d314582a86715d
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Tue Sep 16 10:26:04 2014 +0200

    filter closed tickets only

commit c4555ef3c69714caaa14f13405b12261662d0f3e
Merge: 4517264 9a342bc
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Mon Sep 15 08:08:26 2014 +0200

    Back-merged master from release #{0.0.72}

commit 4517264acf2f1298ca6f0f5de36dcd6ae4661425
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Mon Sep 15 07:05:11 2014 +0200

    add basic history tags

commit 50afde8de8169112b8e073047489619040171701
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Sun Sep 14 17:35:50 2014 +0200

    update zendesk user asynchronously

commit 6a4f18068bbd4fceb8b870e0909e6b5959ce35f6
Merge: 81c700f a1e8007
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Sun Sep 14 16:37:46 2014 +0200

    Back-merged master from release #{0.0.71}

commit 81c700f630831fce53d2ffca5a17eb3afabc332a
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Sun Sep 14 10:26:00 2014 +0200

    abstract from zendesk name

commit bc9960a443320f8a7984fb441d158f7544bc2737
Merge: faedc75 e04b607
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Sun Sep 14 09:35:02 2014 +0200

    Back-merged master from release #{0.0.70}

commit faedc7532060b2aeef4b6cc07353c21c58e01622
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Sun Sep 14 09:31:57 2014 +0200

    improve rpc error handling

commit f023ca6369fb03b710466607e7bdd90cc5cde89c
Merge: 79d011e 3764c2c
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Sat Sep 13 19:21:15 2014 +0200

    Back-merged master from release #{0.0.69}

commit 79d011e15af8066517f0f1399336517a563bd329
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Sat Sep 13 18:42:04 2014 +0200

    store user_id in history entries, instead of extension

commit 93d82edd34f5ead1704a10006dec97ac70f93bb4
Merge: 27f054a b8f86c2
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Sat Sep 13 12:50:39 2014 +0200

    Back-merged master from release #{0.0.67}

commit 27f054ae2fb154e1b99657057818d8a72b8cbba1
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Sat Sep 13 12:46:13 2014 +0200

    check for empty strings

commit 0e4cb0d2b2d121eb63891057542e49e940110bf6
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Sat Sep 13 12:44:04 2014 +0200

    rename zendesk ticket to crm ticket

commit 0b072e72f1162ea776c6939728730e38a9315248
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Sat Sep 13 11:18:00 2014 +0200

    rename AmqpRequest to RemoteRequest

commit aeb8a5daf2f54c11e1a4095323427981dd539643
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Sat Sep 13 09:51:46 2014 +0200

    cleanup history management

commit 17818c0d0c771fdbebe78ab2319cd171086b52e3
Merge: e6877cd 231e8df
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Sat Sep 13 09:26:29 2014 +0200

    Back-merged master from release #{0.0.66}

commit e6877cdcacbc561da976b648807c8cb5a577d2a6
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Sat Sep 13 09:24:08 2014 +0200

    prefetch zendesk tickets while ringing

commit 28443b82024bd0ca0fd1b32b9355b4a0258f48ee
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Sat Sep 13 08:51:12 2014 +0200

    add option to get cached zendesk tickets

commit 809e7b536c32bd6ceeab33a95a51ec9fe8759a66
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Sat Sep 13 08:02:14 2014 +0200

    add ActiveSupport::Cache

commit 59416341dad58f86d780901ab4f40f97de7d0f98
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Sat Sep 13 07:17:22 2014 +0200

    use worker threads for rpc requests

commit 3cc42aa2cec943851ba3e992347bf4913ffaf6d2
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Fri Sep 12 11:31:45 2014 +0200

    cleanup agent updates

commit 7ff13031a058deb3752e00dc869ba8e9d6d2f611
Merge: 2b87f81 e89f0eb
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Fri Sep 12 07:44:07 2014 +0200

    Back-merged master from release #{0.0.65}

commit 2b87f81b4d5b3ba75e93e34fd0ecee02a26da216
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Fri Sep 12 07:40:28 2014 +0200

    update some gems

commit 34f7ffa08d412f547c9671a44bcb54d0bf76dd90
Merge: c115f3b f4257ed
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Thu Sep 11 18:05:50 2014 +0200

    Back-merged master from release #{0.0.64}

commit c115f3badb045ef9506700ae37d71eb08ccea79e
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Thu Sep 11 18:02:14 2014 +0200

    small update

commit 9a232cebef2c19badaa34707753014fedfab3c0e
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Thu Sep 11 18:00:13 2014 +0200

    AmqpRequest class for rpc calls

commit 9312c6c176ff3e484333d334f7447677b51ec455
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Thu Sep 11 17:07:22 2014 +0200

    rename agent_ext to extension

commit 7c447915e94fe998b843645aefd563512db31e17
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Thu Sep 11 16:43:50 2014 +0200

    remove CallEvent class

commit fa2a26d5b1782ba9f978bfd1982e57ef5e44a563
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Thu Sep 11 15:47:03 2014 +0200

    use agent class for amqp messages

commit 5c5d5f346af01aa2b3a48b7a28264ae34341602b
Merge: 33d030d 3247b9e
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Thu Sep 11 14:57:03 2014 +0200

    Back-merged master from release #{0.0.63}

commit 33d030df9da3e218c8b957974bbbdfd6e93e56bd
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Thu Sep 11 14:13:41 2014 +0200

    refactor agent-event

commit bea6c98f4a084e66d171bada2e57391886646054
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Thu Sep 11 14:04:19 2014 +0200

    rename target_nnn_id to call_id

commit 5675b474b04c877eeeeb430389b6c542944f33c1
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Thu Sep 11 13:43:18 2014 +0200

    use marshalled call object for amqp messaging

commit 0cde81d8dcc95034d2d2e7b1798dc604ebd55a70
Merge: 8c1d1d4 01c3627
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Thu Sep 11 07:56:59 2014 +0200

    Back-merged master from release #{0.0.62}

commit 8c1d1d44ef9115066411389a3b08310473e3c3dc
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Thu Sep 11 07:49:17 2014 +0200

    use marshalled call for redis storage

commit 96507c2060c3dc740ef2f0e57f162a8225cc3e0f
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Thu Sep 11 05:35:03 2014 +0200

    implement more customer RPC methods

commit 9e920d8854e6a0257dec6ed34c7881e5032a4b94
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Wed Sep 10 20:49:18 2014 +0200

    move more RPC method calls to VC

commit 855ceb4a8f0bade9918e77f75535de6477bab2d8
Merge: c781b7b f0426d8
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Wed Sep 10 17:52:37 2014 +0200

    Back-merged master from release #{0.0.61}

commit c781b7bebabd4a7c299d3f05f757ebdcd89d5ca8
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Wed Sep 10 14:16:41 2014 +0200

    small update

commit f5e6dd959b51ec8b6bc443280191d3aafbf68168
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Wed Sep 10 09:52:55 2014 +0200

    wording update

commit 360b72fe815036c8313e9aa5569c7e240558226e
Merge: e5334c1 a8b6bc2
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Wed Sep 10 02:35:39 2014 +0200

    Back-merged master from release #{0.0.60}

commit e5334c12be3ccace79b55e6493cefa56880dee51
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Wed Sep 10 02:33:57 2014 +0200

    use symbols for most hash keys

commit ab1f6d99aad14d514ea5ffa9cb5e2ea25c6a2236
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Wed Sep 10 01:29:20 2014 +0200

    unify logging

commit ed51d723a83dd6657714d957c06b38b63369737a
Merge: 832af7d 1c47be1
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Wed Sep 10 01:24:03 2014 +0200

    Back-merged master from release #{0.0.59}

commit 832af7d900e4cf840230616d8946627a5a601e8b
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Wed Sep 10 01:15:08 2014 +0200

    update log output

commit ff7b89d239d890a0bd4a43fdfaa366471a7b40d8
Author: Frank Wöckener <fwoeck@gmail.com>
Date:   Wed Sep 10 01:07:41 2014 +0200

    migrate from JSON to Marshal

fwoeck/voice-custom