gistfile1.txt

BEGIN { RS = "\r" }
{if ($2 == 10000009287){
        $5 = "Sales Nancy *"
}}
{if ($2 == 10000009296){
        $5 = "Dispatch Lili *"
}}
{if ($2 == 10000054401){
        $5 = "Franklin Desk *"
}}

{if($8 == "Call Duration") $8 = "Call Duration";

else{

{if($8 == "1m") $8 = "60";}

{ $8 = split($8, time, / /);  if(length(time) > 1) $8 = time[1] * 60 + time[2]; else $8=time[1]+0 }}}

{ print $1,$2,$3,$4,$5,$6,$7,$8,$9 }

BEGIN { FS=OFS="," }
{ sub(/\r*$/,"") }
NF > 9 { NF=9 }
NR == 1 { print; next } # leave header alone
NF != 9 { next }
$2 == 14038009287 { $5 = "Sales Nancy *" }
$2 == 14038009296 { $5 = "Dispatch Lili *" }
$2 == 14034754401 { $5 = "Franklin Desk *" }
{
  NF=8
  split($8, time, / /)
  $8 = 0
  for (i in time) {
    if (time[i] ~ /m$/) $8 += 60 * time[i];
    else if (time[i] ~ /s$/) $8 += time[i]
  }
  print
}