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freeswitch/src/mod/applications/mod_callcenter/mod_callcenter.c

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mod_callcenter: Initial commit of the mod_callcenter application. This module is in it early state of developpement. You can see documentation on the wiki at : http://wiki.freeswitch.org/wiki/Mod_callcenter For support/comments, please use http://jira.freeswitch.org/ and select the MOD CALLCENTER module.
2010-08-13 09:48:37 -04:00
/*
* FreeSWITCH Modular Media Switching Software Library / Soft-Switch Application
* Copyright (C) 2005-2010, Anthony Minessale II <anthm@freeswitch.org>
*
* Version: MPL 1.1
*
* The contents of this file are subject to the Mozilla Public License Version
* 1.1 (the "License"); you may not use this file except in compliance with
* the License. You may obtain a copy of the License at
* http://www.mozilla.org/MPL/
*
* Software distributed under the License is distributed on an "AS IS" basis,
* WITHOUT WARRANTY OF ANY KIND, either express or implied. See the License
* for the specific language governing rights and limitations under the
* License.
*
* The Original Code is FreeSWITCH Modular Media Switching Software Library / Soft-Switch Application
*
* The Initial Developer of the Original Code is
* Anthony Minessale II <anthm@freeswitch.org>
* Portions created by the Initial Developer are Copyright (C)
* the Initial Developer. All Rights Reserved.
*
* Contributor(s):
*
* Marc Olivier Chouinard <mochouinard@moctel.com>
*
*
* mod_callcenter.c -- Call Center Module
*
*/
#include <switch.h>
#define CALLCENTER_EVENT "callcenter::info"
#define CC_AGENT_TYPE_CALLBACK "Callback"
/* TODO
drop caller if no agent login
dont allow new caller
*/
/* Prototypes */
SWITCH_MODULE_SHUTDOWN_FUNCTION(mod_callcenter_shutdown);
SWITCH_MODULE_RUNTIME_FUNCTION(mod_callcenter_runtime);
SWITCH_MODULE_LOAD_FUNCTION(mod_callcenter_load);
/* SWITCH_MODULE_DEFINITION(name, load, shutdown, runtime)
* Defines a switch_loadable_module_function_table_t and a static const char[] modname
*/
SWITCH_MODULE_DEFINITION(mod_callcenter, mod_callcenter_load, mod_callcenter_shutdown, NULL);
static const char *global_cf = "callcenter.conf";
typedef enum {
CC_STATUS_SUCCESS,
CC_STATUS_FALSE,
CC_STATUS_AGENT_NOT_FOUND,
CC_STATUS_QUEUE_NOT_FOUND,
CC_STATUS_AGENT_ALREADY_EXIST,
CC_STATUS_AGENT_INVALID_TYPE,
CC_STATUS_AGENT_INVALID_STATUS,
CC_STATUS_AGENT_INVALID_STATE,
CC_STATUS_TIER_ALREADY_EXIST,
CC_STATUS_TIER_NOT_FOUND,
CC_STATUS_TIER_INVALID_STATE,
CC_STATUS_INVALID_KEY
} cc_status_t;
typedef enum {
CC_TIER_STATE_UNKNOWN = 0,
CC_TIER_STATE_NO_ANSWER = 1,
CC_TIER_STATE_READY = 2,
CC_TIER_STATE_OFFERING = 3,
CC_TIER_STATE_ACTIVE_INBOUND = 4,
CC_TIER_STATE_STANDBY = 5
} cc_tier_state_t;
struct cc_tier_state_table {
const char *name;
cc_tier_state_t state;
};
static struct cc_tier_state_table STATE_CHART[] = {
{"Unknown", CC_TIER_STATE_UNKNOWN},
{"No Answer", CC_TIER_STATE_NO_ANSWER},
{"Ready", CC_TIER_STATE_READY},
{"Offering", CC_TIER_STATE_OFFERING},
{"Active Inbound", CC_TIER_STATE_ACTIVE_INBOUND},
{"Standby", CC_TIER_STATE_STANDBY},
{NULL, 0}
};
typedef enum {
CC_AGENT_STATUS_UNKNOWN = 0,
CC_AGENT_STATUS_LOGGED_OUT = 1,
CC_AGENT_STATUS_AVAILABLE = 2,
CC_AGENT_STATUS_AVAILABLE_ON_DEMAND = 3,
CC_AGENT_STATUS_ON_BREAK = 4
} cc_agent_status_t;
struct cc_agent_status_table {
const char *name;
cc_agent_status_t status;
};
static struct cc_agent_status_table AGENT_STATUS_CHART[] = {
{"Unknown", CC_AGENT_STATUS_UNKNOWN},
{"Logged Out", CC_AGENT_STATUS_LOGGED_OUT},
{"Available", CC_AGENT_STATUS_AVAILABLE},
{"Available (On Demand)", CC_AGENT_STATUS_AVAILABLE_ON_DEMAND},
{"On Break", CC_AGENT_STATUS_ON_BREAK},
{NULL, 0}
};
typedef enum {
CC_AGENT_STATE_UNKNOWN = 0,
CC_AGENT_STATE_WAITING = 1,
CC_AGENT_STATE_RECEIVING = 2,
CC_AGENT_STATE_IN_A_QUEUE_CALL = 3,
CC_AGENT_STATE_IDLE = 4
} cc_agent_state_t;
struct cc_agent_state_table {
const char *name;
cc_agent_state_t state;
};
static struct cc_agent_state_table AGENT_STATE_CHART[] = {
{"Unknown", CC_AGENT_STATE_UNKNOWN},
{"Waiting", CC_AGENT_STATE_WAITING},
{"Receiving", CC_AGENT_STATE_RECEIVING},
{"In a queue call", CC_AGENT_STATE_IN_A_QUEUE_CALL},
{"Idle", CC_AGENT_STATE_IDLE},
{NULL, 0}
};
typedef enum {
CC_MEMBER_STATE_UNKNOWN = 0,
CC_MEMBER_STATE_WAITING = 1,
CC_MEMBER_STATE_TRYING = 2,
CC_MEMBER_STATE_ANSWERED = 3,
} cc_member_state_t;
struct cc_member_state_table {
const char *name;
cc_member_state_t state;
};
static struct cc_member_state_table MEMBER_STATE_CHART[] = {
{"Unknown", CC_MEMBER_STATE_UNKNOWN},
{"Waiting", CC_MEMBER_STATE_WAITING},
{"Trying", CC_MEMBER_STATE_TRYING},
{"Answered", CC_MEMBER_STATE_ANSWERED},
{NULL, 0}
};
/*static char queues_sql[] =
"CREATE TABLE queues (\n"
" name VARCHAR(255)\n" ");\n";
*/
static char members_sql[] =
"CREATE TABLE members (\n"
" queue VARCHAR(255),\n"
" system VARCHAR(255),\n"
" uuid VARCHAR(255) NOT NULL DEFAULT '',\n"
" caller_number VARCHAR(255),\n"
" caller_name VARCHAR(255),\n"
" system_epoch INTEGER NOT NULL DEFAULT 0,\n"
" joined_epoch INTEGER NOT NULL DEFAULT 0,\n"
" bridge_epoch INTEGER NOT NULL DEFAULT 0,\n"
" base_score INTEGER NOT NULL DEFAULT 0,\n"
" skill_score INTEGER NOT NULL DEFAULT 0,\n"
" serving_agent VARCHAR(255),\n"
" serving_system VARCHAR(255),\n"
" state VARCHAR(255)\n" ");\n";
/* Member State
Waiting
Answered
*/
static char agents_sql[] =
"CREATE TABLE agents (\n"
" name VARCHAR(255),\n"
" system VARCHAR(255),\n"
" uuid VARCHAR(255),\n"
" type VARCHAR(255),\n" // Callback , Dial in...
" contact VARCHAR(255),\n"
" status VARCHAR(255),\n"
/*User Personal Status
Available
On Break
Logged Out
*/
" state VARCHAR(255),\n"
/* User Personal State
Waiting
Receiving
In a queue call
*/
" max_no_answer INTEGER NOT NULL DEFAULT 0,\n"
" wrap_up_time INTEGER NOT NULL DEFAULT 0,\n"
" last_bridge_start INTEGER NOT NULL DEFAULT 0,\n"
" last_bridge_end INTEGER NOT NULL DEFAULT 0,\n"
" last_offered_call INTEGER NOT NULL DEFAULT 0,\n"
" last_status_change INTEGER NOT NULL DEFAULT 0,\n"
" no_answer_count INTEGER NOT NULL DEFAULT 0,\n"
" calls_answered INTEGER NOT NULL DEFAULT 0,\n"
" talk_time INTEGER NOT NULL DEFAULT 0\n"
");\n";
static char tiers_sql[] =
"CREATE TABLE tiers (\n"
" queue VARCHAR(255),\n"
" agent VARCHAR(255),\n"
" state VARCHAR(255),\n"
/*
Agent State:
Ready
Active inbound
Wrap-up inbound
Standby
No Answer
Offering
*/
" level INTEGER NOT NULL DEFAULT 1,\n"
" position INTEGER NOT NULL DEFAULT 1\n" ");\n";
const char * cc_tier_state2str(cc_tier_state_t state)
{
uint8_t x;
const char *str = "Unknown";
for (x = 0; x < (sizeof(STATE_CHART) / sizeof(struct cc_tier_state_table)) - 1; x++) {
if (STATE_CHART[x].state == state) {
str = STATE_CHART[x].name;
break;
}
}
return str;
}
cc_tier_state_t cc_tier_str2state(const char *str)
{
uint8_t x;
cc_tier_state_t state = CC_TIER_STATE_UNKNOWN;
for (x = 0; x < (sizeof(STATE_CHART) / sizeof(struct cc_tier_state_table)) - 1 && STATE_CHART[x].name; x++) {
if (!strcasecmp(STATE_CHART[x].name, str)) {
state = STATE_CHART[x].state;
break;
}
}
return state;
}
const char * cc_agent_status2str(cc_agent_status_t status)
{
uint8_t x;
const char *str = "Unknown";
for (x = 0; x < (sizeof(AGENT_STATUS_CHART) / sizeof(struct cc_agent_status_table)) - 1; x++) {
if (AGENT_STATUS_CHART[x].status == status) {
str = AGENT_STATUS_CHART[x].name;
break;
}
}
return str;
}
cc_agent_status_t cc_agent_str2status(const char *str)
{
uint8_t x;
cc_agent_status_t status = CC_AGENT_STATUS_UNKNOWN;
for (x = 0; x < (sizeof(AGENT_STATUS_CHART) / sizeof(struct cc_agent_status_table)) - 1 && AGENT_STATUS_CHART[x].name; x++) {
if (!strcasecmp(AGENT_STATUS_CHART[x].name, str)) {
status = AGENT_STATUS_CHART[x].status;
break;
}
}
return status;
}
const char * cc_agent_state2str(cc_agent_state_t state)
{
uint8_t x;
const char *str = "Unknown";
for (x = 0; x < (sizeof(AGENT_STATE_CHART) / sizeof(struct cc_agent_state_table)) - 1; x++) {
if (AGENT_STATE_CHART[x].state == state) {
str = AGENT_STATE_CHART[x].name;
break;
}
}
return str;
}
cc_agent_state_t cc_agent_str2state(const char *str)
{
uint8_t x;
cc_agent_state_t state = CC_AGENT_STATE_UNKNOWN;
for (x = 0; x < (sizeof(AGENT_STATE_CHART) / sizeof(struct cc_agent_state_table)) - 1 && AGENT_STATE_CHART[x].name; x++) {
if (!strcasecmp(AGENT_STATE_CHART[x].name, str)) {
state = AGENT_STATE_CHART[x].state;
break;
}
}
return state;
}
const char * cc_member_state2str(cc_member_state_t state)
{
uint8_t x;
const char *str = "Unknown";
for (x = 0; x < (sizeof(MEMBER_STATE_CHART) / sizeof(struct cc_member_state_table)) - 1; x++) {
if (MEMBER_STATE_CHART[x].state == state) {
str = MEMBER_STATE_CHART[x].name;
break;
}
}
return str;
}
cc_member_state_t cc_member_str2state(const char *str)
{
uint8_t x;
cc_member_state_t state = CC_MEMBER_STATE_UNKNOWN;
for (x = 0; x < (sizeof(MEMBER_STATE_CHART) / sizeof(struct cc_member_state_table)) - 1 && MEMBER_STATE_CHART[x].name; x++) {
if (!strcasecmp(MEMBER_STATE_CHART[x].name, str)) {
state = MEMBER_STATE_CHART[x].state;
break;
}
}
return state;
}
typedef enum {
PFLAG_DESTROY = 1 << 0
} cc_flags_t;
static struct {
switch_hash_t *queue_hash;
int debug;
int32_t threads;
int32_t running;
switch_mutex_t *mutex;
switch_memory_pool_t *pool;
} globals;
#define CC_QUEUE_CONFIGITEM_COUNT 100
struct cc_queue {
char *name;
char *odbc_dsn;
char *odbc_user;
char *odbc_pass;
char *strategy;
char *moh;
char *record_template;
char *time_base_score;
switch_mutex_t *mutex;
switch_thread_rwlock_t *rwlock;
switch_memory_pool_t *pool;
uint32_t flags;
switch_xml_config_item_t config[CC_QUEUE_CONFIGITEM_COUNT];
switch_xml_config_string_options_t config_str_pool;
};
typedef struct cc_queue cc_queue_t;
static void free_queue(cc_queue_t *queue)
{
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Destroying Profile %s\n", queue->name);
switch_core_destroy_memory_pool(&queue->pool);
}
static void queue_rwunlock(cc_queue_t *queue)
{
switch_thread_rwlock_unlock(queue->rwlock);
if (switch_test_flag(queue, PFLAG_DESTROY)) {
if (switch_thread_rwlock_trywrlock(queue->rwlock) == SWITCH_STATUS_SUCCESS) {
switch_thread_rwlock_unlock(queue->rwlock);
free_queue(queue);
}
}
}
switch_cache_db_handle_t *cc_get_db_handle(cc_queue_t *queue)
{
switch_cache_db_connection_options_t options = { {0} };
switch_cache_db_handle_t *dbh = NULL;
if (queue && !zstr(queue->odbc_dsn)) {
options.odbc_options.dsn = queue->odbc_dsn;
options.odbc_options.user = queue->odbc_user;
options.odbc_options.pass = queue->odbc_pass;
if (switch_cache_db_get_db_handle(&dbh, SCDB_TYPE_ODBC, &options) != SWITCH_STATUS_SUCCESS)
dbh = NULL;
return dbh;
} else {
options.core_db_options.db_path = "callcenter";
if (switch_cache_db_get_db_handle(&dbh, SCDB_TYPE_CORE_DB, &options) != SWITCH_STATUS_SUCCESS)
dbh = NULL;
return dbh;
}
}
/*!
* \brief Sets the queue's configuration instructions
*/
cc_queue_t *queue_set_config(cc_queue_t *queue)
{
int i = 0;
queue->config_str_pool.pool = queue->pool;
/*
SWITCH _CONFIG_SET_ITEM(item, "key", type, flags,
pointer, default, options, help_syntax, help_description)
*/
SWITCH_CONFIG_SET_ITEM(queue->config[i++], "strategy", SWITCH_CONFIG_STRING, 0, &queue->strategy, NULL, &queue->config_str_pool, NULL, NULL);
SWITCH_CONFIG_SET_ITEM(queue->config[i++], "moh-sound", SWITCH_CONFIG_STRING, 0, &queue->moh, NULL, &queue->config_str_pool, NULL, NULL);
SWITCH_CONFIG_SET_ITEM(queue->config[i++], "record-template", SWITCH_CONFIG_STRING, 0, &queue->record_template, NULL, &queue->config_str_pool, NULL, NULL);
SWITCH_CONFIG_SET_ITEM(queue->config[i++], "time-base-score", SWITCH_CONFIG_STRING, 0, &queue->time_base_score, "queue", &queue->config_str_pool, NULL, NULL);
switch_assert(i < CC_QUEUE_CONFIGITEM_COUNT);
return queue;
}
char *cc_execute_sql2str(cc_queue_t *queue, switch_mutex_t *mutex, char *sql, char *resbuf, size_t len)
{
char *ret = NULL;
switch_cache_db_handle_t *dbh = NULL;
if (!(dbh = cc_get_db_handle(queue))) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_ERROR, "Error Opening DB\n");
return NULL;
}
if (mutex) {
switch_mutex_lock(mutex);
} else {
switch_mutex_lock(globals.mutex);
}
ret = switch_cache_db_execute_sql2str(dbh, sql, resbuf, len, NULL);
if (mutex) {
switch_mutex_unlock(mutex);
} else {
switch_mutex_unlock(globals.mutex);
}
switch_cache_db_release_db_handle(&dbh);
return ret;
}
static switch_status_t cc_execute_sql(cc_queue_t *queue, char *sql, switch_mutex_t *mutex)
{
switch_cache_db_handle_t *dbh = NULL;
switch_status_t status = SWITCH_STATUS_FALSE;
if (mutex) {
switch_mutex_lock(mutex);
} else {
switch_mutex_lock(globals.mutex);
}
if (!(dbh = cc_get_db_handle(queue))) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_ERROR, "Error Opening DB\n");
goto end;
}
status = switch_cache_db_execute_sql(dbh, sql, NULL);
end:
switch_cache_db_release_db_handle(&dbh);
if (mutex) {
switch_mutex_unlock(mutex);
} else {
switch_mutex_unlock(globals.mutex);
}
return status;
}
static switch_bool_t cc_execute_sql_callback(cc_queue_t *queue, switch_mutex_t *mutex, char *sql, switch_core_db_callback_func_t callback, void *pdata)
{
switch_bool_t ret = SWITCH_FALSE;
char *errmsg = NULL;
switch_cache_db_handle_t *dbh = NULL;
if (mutex) {
switch_mutex_lock(mutex);
} else {
switch_mutex_lock(globals.mutex);
}
if (!(dbh = cc_get_db_handle(queue))) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_ERROR, "Error Opening DB\n");
goto end;
}
switch_cache_db_execute_sql_callback(dbh, sql, callback, pdata, &errmsg);
if (errmsg) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_ERROR, "SQL ERR: [%s] %s\n", sql, errmsg);
free(errmsg);
}
end:
switch_cache_db_release_db_handle(&dbh);
if (mutex) {
switch_mutex_unlock(mutex);
} else {
switch_mutex_unlock(globals.mutex);
}
return ret;
}
static cc_queue_t *load_queue(const char *queue_name)
{
cc_queue_t *queue = NULL;
switch_xml_t x_queues, x_queue, cfg, xml;
switch_event_t *event = NULL;
switch_cache_db_handle_t *dbh = NULL;
char *sql = NULL;
if (!(xml = switch_xml_open_cfg(global_cf, &cfg, NULL))) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_ERROR, "Open of %s failed\n", global_cf);
return queue;
}
if (!(x_queues = switch_xml_child(cfg, "queues"))) {
goto end;
}
if ((x_queue = switch_xml_find_child(x_queues, "queue", "name", queue_name))) {
switch_memory_pool_t *pool;
int count;
if (switch_core_new_memory_pool(&pool) != SWITCH_STATUS_SUCCESS) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_CRIT, "Pool Failure\n");
goto end;
}
if (!(queue = switch_core_alloc(pool, sizeof(cc_queue_t)))) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_CRIT, "Alloc Failure\n");
switch_core_destroy_memory_pool(&pool);
goto end;
}
queue->pool = pool;
queue_set_config(queue);
/* Add the params to the event structure */
count = switch_event_import_xml(switch_xml_child(x_queue, "param"), "name", "value", &event);
if (switch_xml_config_parse_event(event, count, SWITCH_FALSE, queue->config) != SWITCH_STATUS_SUCCESS) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_ERROR, "Failed to process configuration\n");
switch_core_destroy_memory_pool(&pool);
goto end;
}
switch_thread_rwlock_create(&queue->rwlock, pool);
queue->name = switch_core_strdup(pool, queue_name);
if (!zstr(queue->odbc_dsn)) {
if ((queue->odbc_user = strchr(queue->odbc_dsn, ':'))) {
*(queue->odbc_user++) = '\0';
if ((queue->odbc_pass = strchr(queue->odbc_user, ':'))) {
*(queue->odbc_pass++) = '\0';
}
}
}
if (!(dbh = cc_get_db_handle(queue))) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_CRIT, "Cannot open DB!\n");
goto end;
}
// switch_cache_db_test_reactive(dbh, "select count(name) from queues", "drop table queues", queues_sql);
switch_cache_db_test_reactive(dbh, "select count(system_epoch) from members", "drop table members", members_sql);
switch_cache_db_test_reactive(dbh, "select count(max_no_answer) from agents", "drop table agents", agents_sql);
switch_cache_db_test_reactive(dbh, "select count(queue) from tiers", "drop table tiers" , tiers_sql);
switch_mutex_init(&queue->mutex, SWITCH_MUTEX_NESTED, queue->pool);
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_INFO, "Added queue %s\n", queue->name);
switch_core_hash_insert(globals.queue_hash, queue->name, queue);
/* Reset a unclean shutdown */
sql = switch_mprintf("UPDATE agents SET state = 'Waiting', uuid = '' WHERE system = 'single_box';"
"UPDATE tiers SET state = 'Ready' WHERE agent IN (SELECT name FROM agents WHERE system = 'single_box');"
"DELETE FROM members WHERE system = 'single_box';");
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
}
end:
if (xml) {
switch_xml_free(xml);
}
if (event) {
switch_event_destroy(&event);
}
return queue;
}
static cc_queue_t *get_queue(const char *queue_name)
{
cc_queue_t *queue = NULL;
switch_mutex_lock(globals.mutex);
if (!(queue = switch_core_hash_find(globals.queue_hash, queue_name))) {
queue = load_queue(queue_name);
}
if (queue) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG10, "[%s] rwlock\n", queue->name);
switch_thread_rwlock_rdlock(queue->rwlock);
}
switch_mutex_unlock(globals.mutex);
return queue;
}
struct call_helper {
const char *member_uuid;
const char *queue;
const char *queue_strategy;
const char *member_joined_epoch;
const char *member_caller_name;
const char *member_caller_number;
const char *agent_name;
const char *agent_system;
const char *agent_status;
const char *originate_string;
const char *record_template;
int no_answer_count;
int max_no_answer;
switch_memory_pool_t *pool;
};
int cc_queue_count(const char *queue)
{
char *sql;
int count = 0;
char res[256] = "0";
const char *event_name = "Single-Queue";
switch_event_t *event;
if (!switch_strlen_zero(queue)) {
if (queue[0] == '*') {
event_name = "All-Queues";
sql = switch_mprintf("SELECT count(*) FROM members WHERE state = '%q' OR state = '%q'",
cc_member_state2str(CC_MEMBER_STATE_WAITING), cc_member_state2str(CC_MEMBER_STATE_TRYING));
} else {
sql = switch_mprintf("SELECT count(*) FROM members WHERE queue = '%q' AND (state = '%q' OR state = '%q')",
queue, cc_member_state2str(CC_MEMBER_STATE_WAITING), cc_member_state2str(CC_MEMBER_STATE_TRYING));
}
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
count = atoi(res);
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Name", queue);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "members-count");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Count", res);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Selection", event_name);
switch_event_fire(&event);
}
}
return count;
}
cc_status_t cc_agent_add(const char *agent, const char *type)
{
cc_status_t result = CC_STATUS_SUCCESS;
char *sql;
if (!strcasecmp(type, CC_AGENT_TYPE_CALLBACK)) {
char res[256] = "";
/* Check to see if agent already exist */
sql = switch_mprintf("SELECT count(*) FROM agents WHERE name = '%q'", agent);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
if (atoi(res) != 0) {
result = CC_STATUS_AGENT_ALREADY_EXIST;
goto done;
}
/* Add Agent */
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Adding Agent %s with type %s with default status %s\n",
agent, type, cc_agent_status2str(CC_AGENT_STATUS_LOGGED_OUT));
sql = switch_mprintf("INSERT INTO agents (name, system, type, status, state) VALUES('%q', 'single_box', '%q', '%q', '%q');",
agent, type, cc_agent_status2str(CC_AGENT_STATUS_LOGGED_OUT), cc_agent_state2str(CC_AGENT_STATE_WAITING));
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
} else {
result = CC_STATUS_AGENT_INVALID_TYPE;
goto done;
}
done:
return result;
}
cc_status_t cc_agent_del(const char *agent)
{
cc_status_t result = CC_STATUS_SUCCESS;
char *sql;
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Deleted Agent %s\n", agent);
sql = switch_mprintf("DELETE FROM agents WHERE name = '%q';"
"DELETE FROM tiers WHERE agent = '%q';",
agent, agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
return result;
}
cc_agent_status_t cc_agent_get(const char *key, const char *agent, char *ret_result, size_t ret_result_size)
{
cc_status_t result = CC_STATUS_SUCCESS;
char *sql;
switch_event_t *event;
char res[256];
/* Check to see if agent already exist */
sql = switch_mprintf("SELECT count(*) FROM agents WHERE name = '%q'", agent);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
if (atoi(res) == 0) {
result = CC_STATUS_AGENT_NOT_FOUND;
goto done;
}
if (!strcasecmp(key, "status") ) {
/* Check to see if agent already exist */
sql = switch_mprintf("SELECT %q FROM agents WHERE name = '%q'", key, agent);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
switch_snprintf(ret_result, ret_result_size, "%s", res);
result = CC_STATUS_SUCCESS;
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Name", agent);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "agent-status-get");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-Status", res);
switch_event_fire(&event);
}
} else {
result = CC_STATUS_INVALID_KEY;
goto done;
}
done:
if (result == CC_STATUS_SUCCESS) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Get Info Agent %s set %s = %s\n", agent, key, res);
}
return result;
}
cc_status_t cc_agent_update(const char *key, const char *value, const char *agent)
{
cc_status_t result = CC_STATUS_SUCCESS;
char *sql;
char res[256];
switch_event_t *event;
/* Check to see if agent already exist */
sql = switch_mprintf("SELECT count(*) FROM agents WHERE name = '%q'", agent);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
if (atoi(res) == 0) {
result = CC_STATUS_AGENT_NOT_FOUND;
goto done;
}
if (!strcasecmp(key, "status")) {
if (cc_agent_str2status(value) != CC_AGENT_STATUS_UNKNOWN) {
/* Reset values on available only */
if (cc_agent_str2status(value) == CC_AGENT_STATUS_AVAILABLE) {
sql = switch_mprintf("UPDATE agents SET status = '%q', last_status_change = '%ld', talk_time = 0, calls_answered = 0, no_answer_count = 0"
" WHERE name = '%q' AND NOT status = '%q'",
value, (long) switch_epoch_time_now(NULL),
agent, value);
} else {
sql = switch_mprintf("UPDATE agents SET status = '%q', last_status_change = '%ld' WHERE name = '%q'",
value, (long) switch_epoch_time_now(NULL), agent);
}
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* Used to stop any active callback */
if (cc_agent_str2status(value) != CC_AGENT_STATUS_AVAILABLE) {
sql = switch_mprintf("SELECT uuid FROM members WHERE serving_agent = '%q' AND serving_system = 'single_box' AND NOT state = 'Answered'", agent);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
if (!switch_strlen_zero(res)) {
switch_core_session_hupall_matching_var("cc_member_uuid", res, SWITCH_CAUSE_ORIGINATOR_CANCEL);
}
}
result = CC_STATUS_SUCCESS;
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Name", agent);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "agent-status-change");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-Status", value);
switch_event_fire(&event);
}
} else {
result = CC_STATUS_AGENT_INVALID_STATUS;
goto done;
}
} else if (!strcasecmp(key, "state")) {
if (cc_agent_str2state(value) != CC_AGENT_STATE_UNKNOWN) {
if (cc_agent_str2state(value) != CC_AGENT_STATE_RECEIVING) {
sql = switch_mprintf("UPDATE agents SET state = '%q' WHERE name = '%q'", value, agent);
} else {
sql = switch_mprintf("UPDATE agents SET state = '%q', last_offered_call = '%ld' WHERE name = '%q'",
value, (long) switch_epoch_time_now(NULL), agent);
}
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Name", agent);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "agent-state-change");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-State", value);
switch_event_fire(&event);
}
} else {
result = CC_STATUS_AGENT_INVALID_STATE;
goto done;
}
} else if (!strcasecmp(key, "contact")) {
sql = switch_mprintf("UPDATE agents SET contact = '%q', system = 'single_box' WHERE name = '%q'", value, agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
} else if (!strcasecmp(key, "type")) {
if (strcasecmp(value, CC_AGENT_TYPE_CALLBACK)) {
result = CC_STATUS_AGENT_INVALID_TYPE;
goto done;
}
sql = switch_mprintf("UPDATE agents SET type = '%q' WHERE name = '%q'", value, agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
} else if (!strcasecmp(key, "max_no_answer")) {
sql = switch_mprintf("UPDATE agents SET max_no_answer = '%d', system = 'single_box' WHERE name = '%q'", atoi(value), agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
} else if (!strcasecmp(key, "wrap_up_time")) {
sql = switch_mprintf("UPDATE agents SET wrap_up_time = '%d', system = 'single_box' WHERE name = '%q'", atoi(value), agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
} else {
result = CC_STATUS_INVALID_KEY;
goto done;
}
done:
if (result == CC_STATUS_SUCCESS) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Updated Agent %s set %s = %s\n", agent, key, value);
}
return result;
}
cc_status_t cc_tier_add(const char *queue_name, const char *agent, const char *state, int level, int position)
{
cc_status_t result = CC_STATUS_SUCCESS;
char *sql;
cc_queue_t *queue = NULL;
if (!(queue = get_queue(queue_name))) {
result = CC_STATUS_QUEUE_NOT_FOUND;
goto done;
} else {
queue_rwunlock(queue);
}
if (cc_tier_str2state(state) != CC_TIER_STATE_UNKNOWN) {
char res[256] = "";
/* Check to see if agent already exist */
sql = switch_mprintf("SELECT count(*) FROM agents WHERE name = '%q'", agent);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
if (atoi(res) == 0) {
result = CC_STATUS_AGENT_NOT_FOUND;
goto done;
}
/* Check to see if tier already exist */
sql = switch_mprintf("SELECT count(*) FROM tiers WHERE agent = '%q' AND queue = '%q'", agent, queue_name);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
if (atoi(res) != 0) {
result = CC_STATUS_TIER_ALREADY_EXIST;
goto done;
}
/* Add Agent in tier */
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Adding Tier on Queue %s for Agent %s, level %d, position %d\n", queue_name, agent, level, position);
sql = switch_mprintf("INSERT INTO tiers (queue, agent, state, level, position) VALUES('%q', '%q', '%q', '%d', '%d');",
queue_name, agent, state, level, position);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
} else {
result = CC_STATUS_TIER_INVALID_STATE;
goto done;
}
done:
return result;
}
cc_status_t cc_tier_update(const char *key, const char *value, const char *queue_name, const char *agent)
{
cc_status_t result = CC_STATUS_SUCCESS;
char *sql;
char res[256];
cc_queue_t *queue = NULL;
/* Check to see if tier already exist */
sql = switch_mprintf("SELECT count(*) FROM tiers WHERE agent = '%q' AND queue = '%q'", agent, queue_name);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
if (atoi(res) == 0) {
result = CC_STATUS_TIER_NOT_FOUND;
goto done;
}
/* Check to see if agent already exist */
sql = switch_mprintf("SELECT count(*) FROM agents WHERE name = '%q'", agent);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
if (atoi(res) == 0) {
result = CC_STATUS_AGENT_NOT_FOUND;
goto done;
}
if (!(queue = get_queue(queue_name))) {
result = CC_STATUS_QUEUE_NOT_FOUND;
goto done;
} else {
queue_rwunlock(queue);
}
if (!strcasecmp(key, "state")) {
if (cc_tier_str2state(value) != CC_TIER_STATE_UNKNOWN) {
sql = switch_mprintf("UPDATE tiers SET state = '%q' WHERE queue = '%q' AND agent = '%q'", value, queue_name, agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
} else {
result = CC_STATUS_TIER_INVALID_STATE;
goto done;
}
} else if (!strcasecmp(key, "level")) {
sql = switch_mprintf("UPDATE tiers SET level = '%d' WHERE queue = '%q' AND agent = '%q'", atoi(value), queue_name, agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
} else if (!strcasecmp(key, "position")) {
sql = switch_mprintf("UPDATE tiers SET position = '%d' WHERE queue = '%q' AND agent = '%q'", atoi(value), queue_name, agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
} else {
result = CC_STATUS_INVALID_KEY;
goto done;
}
done:
if (result == CC_STATUS_SUCCESS) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Updated tier: Agent %s in Queue %s set %s = %s\n", agent, queue_name, key, value);
}
return result;
}
cc_status_t cc_tier_del(const char *queue, const char *agent)
{
cc_status_t result = CC_STATUS_SUCCESS;
char *sql;
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Deleted tier Agent %s in Queue %s\n", agent, queue);
sql = switch_mprintf("DELETE FROM tiers WHERE queue = '%q' AND agent = '%q';", queue, agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
return result;
}
static switch_status_t load_agent(const char *agent_name)
{
switch_xml_t x_agents, x_agent, cfg, xml;
if (!(xml = switch_xml_open_cfg(global_cf, &cfg, NULL))) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_ERROR, "Open of %s failed\n", global_cf);
return SWITCH_STATUS_FALSE;
}
if (!(x_agents = switch_xml_child(cfg, "agents"))) {
goto end;
}
if ((x_agent = switch_xml_find_child(x_agents, "agent", "name", agent_name))) {
const char *type = switch_xml_attr(x_agent, "type");
const char *contact = switch_xml_attr(x_agent, "contact");
const char *status = switch_xml_attr(x_agent, "status");
const char *max_no_answer = switch_xml_attr(x_agent, "max-no-answer");
const char *wrap_up_time = switch_xml_attr(x_agent, "wrap-up-time");
if (type) {
cc_status_t res = cc_agent_add(agent_name, type);
if (res == CC_STATUS_SUCCESS || res == CC_STATUS_AGENT_ALREADY_EXIST) {
if (contact) {
cc_agent_update("contact", contact, agent_name);
}
if (status) {
cc_agent_update("status", status, agent_name);
}
if (wrap_up_time) {
cc_agent_update("wrap_up_time", wrap_up_time, agent_name);
}
if (max_no_answer) {
cc_agent_update("max_no_answer", max_no_answer, agent_name);
}
if (type && res == CC_STATUS_AGENT_ALREADY_EXIST) {
cc_agent_update("type", type, agent_name);
}
}
}
}
end:
if (xml) {
switch_xml_free(xml);
}
return SWITCH_STATUS_SUCCESS;
}
static switch_status_t load_config(void)
{
switch_xml_t cfg, xml, settings, param, x_queues, x_queue, x_agents, x_agent, x_tiers, x_tier;
if (!(xml = switch_xml_open_cfg(global_cf, &cfg, NULL))) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_ERROR, "Open of %s failed\n", global_cf);
return SWITCH_STATUS_TERM;
}
switch_mutex_lock(globals.mutex);
if ((settings = switch_xml_child(cfg, "settings"))) {
for (param = switch_xml_child(settings, "param"); param; param = param->next) {
char *var = (char *) switch_xml_attr_soft(param, "name");
char *val = (char *) switch_xml_attr_soft(param, "value");
if (!strcasecmp(var, "debug")) {
globals.debug = atoi(val);
}
}
}
if ((x_queues = switch_xml_child(cfg, "queues"))) {
for (x_queue = switch_xml_child(x_queues, "queue"); x_queue; x_queue = x_queue->next) {
load_queue(switch_xml_attr_soft(x_queue, "name"));
}
}
if ((x_agents = switch_xml_child(cfg, "agents"))) {
for (x_agent = switch_xml_child(x_agents, "agent"); x_agent; x_agent = x_agent->next) {
const char *agent = switch_xml_attr(x_agent, "name");
if (agent) {
load_agent(agent);
}
}
}
if ((x_tiers = switch_xml_child(cfg, "tiers"))) {
for (x_tier = switch_xml_child(x_tiers, "tier"); x_tier; x_tier = x_tier->next) {
const char *agent = switch_xml_attr(x_tier, "agent");
const char *queue_name = switch_xml_attr(x_tier, "queue");
const char *level = switch_xml_attr(x_tier, "level");
const char *position = switch_xml_attr(x_tier, "position");
if (agent && queue_name) {
/* Hack to check if an tier already exist */
if (cc_tier_update("unknown", "unknown", queue_name, agent) == CC_STATUS_TIER_NOT_FOUND) {
if (level && position) {
cc_tier_add(queue_name, agent, cc_tier_state2str(CC_TIER_STATE_READY), atoi(level), atoi(position));
} else {
/* default to level 1 and position 1 within the level */
cc_tier_add(queue_name, agent, cc_tier_state2str(CC_TIER_STATE_READY), 1, 1);
}
} else {
if (level) {
cc_tier_update("level", level, queue_name, agent);
}
if (position) {
cc_tier_update("position", position, queue_name, agent);
}
}
}
}
}
switch_mutex_unlock(globals.mutex);
switch_xml_free(xml);
return SWITCH_STATUS_SUCCESS;
}
static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *thread, void *obj)
{
struct call_helper *h = (struct call_helper *) obj;
switch_core_session_t *agent_session = NULL;
switch_call_cause_t cause = SWITCH_CAUSE_NONE;
switch_status_t status = SWITCH_STATUS_FALSE;
char *sql = NULL;
char *dialstr = NULL;
cc_tier_state_t tiers_state = CC_TIER_STATE_READY;
switch_core_session_t *member_session = switch_core_session_locate(h->member_uuid);
switch_event_t *ovars;
switch_time_t t_agent_called = 0;
switch_time_t t_agent_answered = 0;
switch_time_t t_member_called = atoi(h->member_joined_epoch);
switch_mutex_lock(globals.mutex);
globals.threads++;
switch_mutex_unlock(globals.mutex);
/* member is gone before we could process it */
if (!member_session) {
sql = switch_mprintf("DELETE FROM members WHERE system = 'single_box' AND uuid = '%q'", h->member_uuid);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
goto done;
}
switch_event_create(&ovars, SWITCH_EVENT_REQUEST_PARAMS);
switch_event_add_header(ovars, SWITCH_STACK_BOTTOM, "cc_member_uuid", "%s", h->member_uuid);
switch_event_add_header(ovars, SWITCH_STACK_BOTTOM, "cc_member_pre_answer_uuid", "%s", h->member_uuid);
switch_event_add_header(ovars, SWITCH_STACK_BOTTOM, "ignore_early_media", "true");
t_agent_called = switch_epoch_time_now(NULL);
dialstr = switch_mprintf("%s", h->originate_string);
status = switch_ivr_originate(NULL, &agent_session, &cause, dialstr, 60, NULL, h->member_caller_name, h->member_caller_number, NULL, ovars, SOF_NONE, NULL);
switch_safe_free(dialstr);
switch_event_destroy(&ovars);
if (status == SWITCH_STATUS_SUCCESS) {
/* Agent Answered */
const char *agent_uuid = switch_core_session_get_uuid(agent_session);
switch_channel_t *member_channel = switch_core_session_get_channel(member_session);
switch_channel_t *agent_channel = switch_core_session_get_channel(agent_session);
switch_event_t *event;
switch_channel_set_variable(agent_channel, "cc_member_pre_answer_uuid", NULL);
if (!strcasecmp(h->queue_strategy,"ring-all")) {
char res[256];
/* Map the Agent to the member */
sql = switch_mprintf("UPDATE members SET serving_agent = '%q', serving_system = 'single_box', state = '%q'"
" WHERE state = '%q' AND uuid = '%q' AND system = 'single_box' AND serving_agent = 'ring-all'",
h->agent_name, cc_member_state2str(CC_MEMBER_STATE_TRYING),
cc_member_state2str(CC_MEMBER_STATE_TRYING), h->member_uuid);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* Check if we won the race to get the member to our selected agent (Used for Multi system purposes) */
sql = switch_mprintf("SELECT count(*) FROM members"
" WHERE serving_agent = '%q' AND serving_system = 'single_box' AND uuid = '%q' AND system = 'single_box'",
h->agent_name, h->member_uuid);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
if (atoi(res) == 0) {
goto done;
}
switch_core_session_hupall_matching_var("cc_member_pre_answer_uuid", h->member_uuid, SWITCH_CAUSE_ORIGINATOR_CANCEL);
}
t_agent_answered = switch_epoch_time_now(NULL);
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_channel_event_set_data(agent_channel, event);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Name", h->queue);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "bridge-agent-start");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent", h->agent_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-System", h->agent_system);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-UUID", agent_uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Caller-UUID", h->member_uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Caller-CID-Name", h->member_caller_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Caller-CID-Number", h->member_caller_number);
switch_event_fire(&event);
}
/* for xml_cdr needs */
switch_channel_set_variable(member_channel, "cc_agent", h->agent_name);
switch_channel_set_variable_printf(member_channel, "cc_queue_answered_epoch", "%ld", (long) switch_epoch_time_now(NULL));
/* Set UUID of the Agent channel */
sql = switch_mprintf("UPDATE agents SET uuid = '%q', last_bridge_start = '%ld', calls_answered = calls_answered + 1, no_answer_count = 0"
" WHERE name = '%q' AND system = '%q'",
agent_uuid, (long) switch_epoch_time_now(NULL),
h->agent_name, h->agent_system);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* Change the agents Status in the tiers */
sql = switch_mprintf("UPDATE tiers SET state = '%q' WHERE agent = '%q' AND queue = '%q'",
cc_tier_state2str(CC_TIER_STATE_ACTIVE_INBOUND), h->agent_name, h->queue);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
cc_agent_update("state", cc_agent_state2str(CC_AGENT_STATE_IN_A_QUEUE_CALL), h->agent_name);
/* Record session if record-template is provided */
if (h->record_template) {
char *expanded = switch_channel_expand_variables(member_channel, h->record_template);
switch_channel_set_variable(member_channel, "cc_record_filename", expanded);
switch_ivr_record_session(member_session, expanded, 0, NULL);
if (expanded != h->record_template) {
switch_safe_free(expanded);
}
}
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Agent %s answered \"%s\" (%s) from queue %s%s\n",
h->agent_name, h->member_caller_name, h->member_caller_number, h->queue, (h->record_template?" (Recorded)":""));
switch_ivr_uuid_bridge(switch_core_session_get_uuid(agent_session), h->member_uuid);
/* Wait until the member hangup or the agent hangup. This will quit also if the agent transfer the call */
while(switch_channel_up(member_channel) && switch_channel_up(agent_channel) && globals.running) {
switch_yield(100000);
}
tiers_state = CC_TIER_STATE_READY;
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_channel_event_set_data(agent_channel, event);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Name", h->queue);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "bridge-agent-end");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent", h->agent_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-System", h->agent_system);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-UUID", agent_uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Caller-UUID", h->member_uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Caller-CID-Name", h->member_caller_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Caller-CID-Number", h->member_caller_number);
switch_event_fire(&event);
}
/* for xml_cdr needs */
switch_channel_set_variable_printf(member_channel, "cc_queue_terminated_epoch", "%ld", (long) switch_epoch_time_now(NULL));
/* Update Agents Items */
sql = switch_mprintf("UPDATE agents SET uuid = '', last_bridge_end = %ld, talk_time = talk_time + (%ld-last_bridge_start) WHERE name = '%q' AND system = '%q';"
, (long) switch_epoch_time_now(NULL), (long) switch_epoch_time_now(NULL), h->agent_name, h->agent_system);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* Remove the member entry from the db (Could become optional to support latter processing) */
sql = switch_mprintf("DELETE FROM members WHERE system = 'single_box' AND uuid = '%q'", h->member_uuid);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* Caller off event */
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_channel_event_set_data(member_channel, event);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Name", h->queue);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "member-queue-end");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Cause", "Terminated");
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Agent-Answer-Time", "%ld", (long) (t_agent_answered - t_agent_called));
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Wait-Time", "%ld", (long) (t_agent_answered - t_member_called));
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Talk-Time", "%ld", (long) (switch_epoch_time_now(NULL) - t_agent_answered));
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Total-Time", "%ld", (long) (switch_epoch_time_now(NULL) - t_member_called));
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Caller-UUID", h->member_uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Caller-CID-Name", switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_name")));
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Caller-CID-Number", switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_number")));
switch_event_fire(&event);
}
} else {
/* Agent didn't answer or originate failed */
sql = switch_mprintf("UPDATE members SET state = '%q', serving_agent = '', serving_system = ''"
" WHERE serving_agent = '%q' AND serving_system = '%q' AND uuid = '%q' AND system = 'single_box'",
cc_member_state2str(CC_MEMBER_STATE_WAITING),
h->agent_name, h->agent_system, h->member_uuid);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Agent %s Origination Canceled : %s\n",h->agent_name, switch_channel_cause2str(cause));
switch (cause) {
case SWITCH_CAUSE_CALL_REJECTED:
case SWITCH_CAUSE_ORIGINATOR_CANCEL:
break;
default:
tiers_state = CC_TIER_STATE_NO_ANSWER;
/* Update Agent NO Answer count */
sql = switch_mprintf("UPDATE agents SET no_answer_count = no_answer_count + 1 WHERE name = '%q' AND system = '%q';",
h->agent_name, h->agent_system);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* Put Agent on break because he didn't answer often */
if (h->max_no_answer > 0 && (h->no_answer_count + 1) >= h->max_no_answer) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Agent %s reach maximum no answer of %d, Putting agent on break\n",
h->agent_name, h->max_no_answer);
cc_agent_update("status", cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), h->agent_name);
}
}
}
done:
/* Make Agent Available Again */
sql = switch_mprintf(
"UPDATE tiers SET state = '%q' WHERE agent = '%q' AND queue = '%q' AND (state = '%q' OR state = '%q' OR state = '%q');"
"UPDATE tiers SET state = '%q' WHERE agent = '%q' AND NOT queue = '%q' AND state = '%q'"
, cc_tier_state2str(tiers_state), h->agent_name, h->queue, cc_tier_state2str(CC_TIER_STATE_ACTIVE_INBOUND), cc_tier_state2str(CC_TIER_STATE_STANDBY), cc_tier_state2str(CC_TIER_STATE_OFFERING),
cc_tier_state2str(CC_TIER_STATE_READY), h->agent_name, h->queue, cc_tier_state2str(CC_TIER_STATE_STANDBY));
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* If we are in Status Available On Demand, set state to Idle so we do not receive another call until state manually changed to Waiting */
if (!strcasecmp(cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND), h->agent_status)) {
cc_agent_update("state", cc_agent_state2str(CC_AGENT_STATE_IDLE), h->agent_name);
} else {
cc_agent_update("state", cc_agent_state2str(CC_AGENT_STATE_WAITING), h->agent_name);
}
if (agent_session) {
switch_core_session_rwunlock(agent_session);
}
if (member_session) {
switch_core_session_rwunlock(member_session);
}
switch_core_destroy_memory_pool(&h->pool);
switch_mutex_lock(globals.mutex);
globals.threads--;
switch_mutex_unlock(globals.mutex);
return NULL;
}
struct agent_callback {
const char *queue;
const char *system;
const char *uuid;
const char *caller_number;
const char *caller_name;
const char *joined_epoch;
const char *strategy;
const char *record_template;
int tier;
};
typedef struct agent_callback agent_callback_t;
static int agents_callback(void *pArg, int argc, char **argv, char **columnNames)
{
agent_callback_t *cbt = (agent_callback_t *) pArg;
char *sql = NULL;
char res[256];
/* More Advanced rules based on On Break still being available for near future call */
if (!strcasecmp(argv[2], cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK))) {
return 0; /* Skip this agent for the moment */
}
/* If agent isn't on this box */
if (strcasecmp(argv[0],"single_box" /* SELF */)) {
if (!strcasecmp(cbt->strategy, "ring-all")) {
return 1; /* Abort finding agent for member if we found a match but for a different Server */
} else {
return 0; /* Skip this Agents only, so we can ring the other one */
}
}
if (!strcasecmp(cbt->strategy,"ring-all")) {
/* Check if member is a ring-all mode */
sql = switch_mprintf("SELECT count(*) FROM members WHERE serving_agent = 'ring-all' AND uuid = '%q' AND system = 'single_box'", cbt->uuid);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
} else {
/* Map the Agent to the member */
sql = switch_mprintf("UPDATE members SET serving_agent = '%q', serving_system = 'single_box', state = '%q'"
" WHERE state = '%q' AND uuid = '%q' AND system = 'single_box'",
argv[1], cc_member_state2str(CC_MEMBER_STATE_TRYING),
cc_member_state2str(CC_MEMBER_STATE_WAITING), cbt->uuid);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* Check if we won the race to get the member to our selected agent (Used for Multi system purposes) */
sql = switch_mprintf("SELECT count(*) FROM members WHERE serving_agent = '%q' AND serving_system = 'single_box' AND uuid = '%q' AND system = 'single_box'",
argv[1], cbt->uuid);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
}
switch (atoi(res)) {
case 0: /* Ok, someone else took it, or user hanged up already */
return 1;
/* We default to default even if more entry is returned... Should never happen anyway */
default: /* Go ahead, start thread to try to bridge these 2 caller */
{
switch_thread_t *thread;
switch_threadattr_t *thd_attr = NULL;
switch_memory_pool_t *pool;
struct call_helper *h;
switch_core_new_memory_pool(&pool);
h = switch_core_alloc(pool, sizeof(*h));
h->pool = pool;
h->member_uuid = switch_core_strdup(h->pool, cbt->uuid);
h->queue_strategy = switch_core_strdup(h->pool, cbt->strategy);
h->originate_string = switch_core_strdup(h->pool, argv[3]);
h->agent_name = switch_core_strdup(h->pool, argv[1]);
h->agent_system = switch_core_strdup(h->pool, "single_box");
h->agent_status = switch_core_strdup(h->pool, argv[2]);
h->member_joined_epoch = switch_core_strdup(h->pool, cbt->joined_epoch);
h->member_caller_name = switch_core_strdup(h->pool, cbt->caller_name);
h->member_caller_number = switch_core_strdup(h->pool, cbt->caller_number);
h->queue = switch_core_strdup(h->pool, cbt->queue);
h->record_template = switch_core_strdup(h->pool, cbt->record_template);
h->no_answer_count = atoi(argv[4]);
h->max_no_answer = atoi(argv[5]);
cc_agent_update("state", cc_agent_state2str(CC_AGENT_STATE_RECEIVING), h->agent_name);
sql = switch_mprintf(
"UPDATE tiers SET state = '%q' WHERE agent = '%q' AND queue = '%q';"
"UPDATE tiers SET state = '%q' WHERE agent = '%q' AND NOT queue = '%q' AND state = '%q';",
cc_tier_state2str(CC_TIER_STATE_OFFERING), h->agent_name, h->queue,
cc_tier_state2str(CC_TIER_STATE_STANDBY), h->agent_name, h->queue, cc_tier_state2str(CC_TIER_STATE_READY));
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
switch_threadattr_create(&thd_attr, h->pool);
switch_threadattr_detach_set(thd_attr, 1);
switch_threadattr_stacksize_set(thd_attr, SWITCH_THREAD_STACKSIZE);
switch_thread_create(&thread, thd_attr, outbound_agent_thread_run, h, h->pool);
}
if (!strcasecmp(cbt->strategy,"ring-all")) {
return 0;
} else {
return 1;
}
}
return 0;
}
static int members_callback(void *pArg, int argc, char **argv, char **columnNames)
{
cc_queue_t *queue = NULL;
char *sql = NULL;
char *sql_order_by = NULL;
agent_callback_t cbt;
if (!argv[0] || !(queue = get_queue(argv[0]))) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_WARNING, "Queue %s not found locally, skip this member\n", argv[0]);
goto end;
}
memset(&cbt, 0, sizeof(cbt));
cbt.tier = 1;
cbt.uuid = argv[1];
cbt.caller_number = argv[2];
cbt.caller_name = argv[3];
cbt.joined_epoch = argv[4];
cbt.queue = argv[0];
cbt.strategy = queue->strategy;
cbt.record_template = queue->record_template;
if (!strcasecmp(queue->strategy, "longest-idle-agent") || !strcasecmp(queue->strategy, "roundrobin") /* TODO TMP backward compatibility for taxi dispatch setup */) {
sql_order_by = switch_mprintf("level, agents.last_offered_call, position");
} else if (!strcasecmp(queue->strategy, "agent-with-least-talk-time")) {
sql_order_by = switch_mprintf("level, agents.talk_time, position");
} else if (!strcasecmp(queue->strategy, "agent-with-fewest-calls")) {
sql_order_by = switch_mprintf("level, agents.calls_answered, position");
} else if (!strcasecmp(queue->strategy, "ring-all")) {
/* If we set at Trying, who will put it back at Waiting ?? So we just dont change it state for the moment */
/*sql = switch_mprintf("UPDATE members SET state = '%q' WHERE state = '%q' AND uuid = '%q' AND system = 'single_box'", cc_member_state2str(CC_MEMBER_STATE_TRYING), cc_member_state2str(CC_MEMBER_STATE_WAITING), cbt.uuid);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);*/
sql_order_by = switch_mprintf("level, position");
} else if(!strcasecmp(queue->strategy, "sequentially-by-agent-order")) {
sql_order_by = switch_mprintf("level, position");
} else {
/* If the strategy doesn't exist, just fallback to the following */
sql_order_by = switch_mprintf("level, position");
}
sql = switch_mprintf("SELECT system, name, status, contact, no_answer_count, max_no_answer FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
" WHERE tiers.queue = '%q'"
" AND (tiers.state = '%q' OR tiers.state = '%q')"
" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
" AND agents.state = '%q' AND last_bridge_end < (%ld - wrap_up_time)"
" ORDER BY %q",
queue->name,
cc_tier_state2str(CC_TIER_STATE_READY), cc_tier_state2str(CC_TIER_STATE_NO_ANSWER),
cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND),
cc_agent_state2str(CC_AGENT_STATE_WAITING), (long) switch_epoch_time_now(NULL),
sql_order_by);
cc_execute_sql_callback(NULL /* queue */, NULL /* mutex */, sql, agents_callback, &cbt /* Call back variables */);
switch_safe_free(sql);
switch_safe_free(sql_order_by);
queue_rwunlock(queue);
end:
return 0;
}
static int AGENT_DISPATCH_THREAD_RUNNING = 0;
static int AGENT_DISPATCH_THREAD_STARTED = 0;
void *SWITCH_THREAD_FUNC cc_agent_dispatch_thread_run(switch_thread_t *thread, void *obj)
{
int done = 0;
switch_mutex_lock(globals.mutex);
if (!AGENT_DISPATCH_THREAD_RUNNING) {
AGENT_DISPATCH_THREAD_RUNNING++;
globals.threads++;
} else {
done = 1;
}
switch_mutex_unlock(globals.mutex);
if (done) {
return NULL;
}
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_CONSOLE, "Agent Dispatch Thread Started\n");
while (globals.running == 1) {
char *sql = NULL;
sql = switch_mprintf("SELECT queue,uuid,caller_number,caller_name,joined_epoch,(%ld-joined_epoch)+base_score+skill_score AS score FROM members"
" WHERE state = '%q' ORDER BY score DESC",
(long) switch_epoch_time_now(NULL),
cc_member_state2str(CC_MEMBER_STATE_WAITING));
cc_execute_sql_callback(NULL /* queue */, NULL /* mutex */, sql, members_callback, NULL /* Call back variables */);
switch_safe_free(sql);
switch_yield(100000);
}
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_CONSOLE, "Agent Dispatch Thread Ended\n");
switch_mutex_lock(globals.mutex);
globals.threads--;
AGENT_DISPATCH_THREAD_RUNNING = AGENT_DISPATCH_THREAD_STARTED = 0;
switch_mutex_unlock(globals.mutex);
return NULL;
}
void cc_agent_dispatch_thread_start(void)
{
switch_thread_t *thread;
switch_threadattr_t *thd_attr = NULL;
int done = 0;
switch_mutex_lock(globals.mutex);
if (!AGENT_DISPATCH_THREAD_STARTED) {
AGENT_DISPATCH_THREAD_STARTED++;
} else {
done = 1;
}
switch_mutex_unlock(globals.mutex);
if (done) {
return;
}
switch_threadattr_create(&thd_attr, globals.pool);
switch_threadattr_detach_set(thd_attr, 1);
switch_threadattr_stacksize_set(thd_attr, SWITCH_THREAD_STACKSIZE);
switch_threadattr_priority_increase(thd_attr);
switch_thread_create(&thread, thd_attr, cc_agent_dispatch_thread_run, NULL, globals.pool);
}
struct member_helper {
const char *uuid;
int running;
switch_memory_pool_t *pool;
};
void *SWITCH_THREAD_FUNC cc_member_thread_run(switch_thread_t *thread, void *obj)
{
struct member_helper *m = (struct member_helper *) obj;
switch_core_session_t *member_session = switch_core_session_locate(m->uuid);
switch_channel_t *channel = NULL;
switch_mutex_lock(globals.mutex);
globals.threads++;
switch_mutex_unlock(globals.mutex);
if (member_session) {
channel = switch_core_session_get_channel(member_session);
} else {
switch_core_destroy_memory_pool(&m->pool);
return NULL;
}
while(switch_channel_ready(channel) && m->running && globals.running) {
/* TODO Go thought the list of phrases */
/* SAMPLE CODE to playback something over the MOH
switch_event_t *event;
if (switch_event_create(&event, SWITCH_EVENT_COMMAND) == SWITCH_STATUS_SUCCESS) {
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "call-command", "execute");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "execute-app-name", "playback");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "execute-app-arg", "tone_stream://%(200,0,500,600,700)");
switch_core_session_queue_private_event(member_session, &event, SWITCH_TRUE);
}
*/
/* If Agent Logoff, we might need to recalculare score based on skill */
/* Play Announcement in order */
// switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "MEMBER WAITING QUEUE EXECUTE\n");
switch_yield(100000);
}
switch_core_session_rwunlock(member_session);
switch_core_destroy_memory_pool(&m->pool);
switch_mutex_lock(globals.mutex);
globals.threads--;
switch_mutex_unlock(globals.mutex);
return NULL;
}
#define CC_DESC "callcenter"
#define CC_USAGE "queue_name"
SWITCH_STANDARD_APP(callcenter_function)
{
int argc = 0;
char *argv[6] = { 0 };
char *mydata = NULL;
cc_queue_t *queue = NULL;
const char *queue_name = NULL;
switch_channel_t *member_channel = switch_core_session_get_channel(session);
char *sql = NULL;
char *uuid = switch_core_session_get_uuid(session);
switch_input_args_t args = { 0 };
struct member_helper *h = NULL;
switch_thread_t *thread;
switch_threadattr_t *thd_attr = NULL;
switch_memory_pool_t *pool;
int cc_base_score_int = 0;
switch_channel_timetable_t *times = switch_channel_get_timetable(member_channel);
const char *cc_base_score = switch_channel_get_variable(member_channel, "cc_base_score");
const char *cc_moh_override = switch_channel_get_variable(member_channel, "cc_moh_override");
const char *cur_moh = NULL;
char start_epoch[64];
switch_event_t *event;
switch_time_t t_member_called = switch_epoch_time_now(NULL);
if (!zstr(data)) {
mydata = switch_core_session_strdup(session, data);
argc = switch_separate_string(mydata, ' ', argv, (sizeof(argv) / sizeof(argv[0])));
} else {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_WARNING, "No Queue name provided\n");
goto end;
}
if (argv[0]) {
queue_name = argv[0];
}
if (!queue_name || !(queue = get_queue(queue_name))) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_WARNING, "Queue %s not found\n", queue_name);
goto end;
}
/* Grab the start epoch of a channel */
switch_snprintf(start_epoch, sizeof(start_epoch), "%" SWITCH_TIME_T_FMT, times->answered);
/* Add manually imported score */
if (cc_base_score) {
cc_base_score_int += atoi(cc_base_score);
}
/* If system, will add the total time the session is up to the base score */
if (!switch_strlen_zero(start_epoch) && !strcasecmp("system", queue->time_base_score)) {
cc_base_score_int += (switch_epoch_time_now(NULL) - atoi(start_epoch));
}
switch_channel_answer(member_channel);
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_channel_event_set_data(member_channel, event);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Name", queue_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "member-queue-start");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Caller-UUID", uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Caller-CID-Name", switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_name")));
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Caller-CID-Number", switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_number")));
switch_event_fire(&event);
}
/* for xml_cdr needs */
switch_channel_set_variable_printf(member_channel, "cc_queue_joined_epoch", "%ld", (long) switch_epoch_time_now(NULL));
switch_channel_set_variable(member_channel, "cc_queue", queue_name);
/* Add the caller to the member queue */
sql = switch_mprintf("INSERT INTO members"
" (queue,system,uuid,system_epoch,joined_epoch,base_score,skill_score, caller_number, caller_name, serving_agent, serving_system, state)"
" VALUES('%q','single_box', '%q', '%q', '%ld','%d','%d','%q','%q','%q','','%q')",
queue_name,
uuid,
start_epoch,
(long) switch_epoch_time_now(NULL),
cc_base_score_int,
0 /*TODO SKILL score*/,
switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_number")),
switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_name")),
(!strcasecmp(queue->strategy,"ring-all")?"ring-all":""),
cc_member_state2str(CC_MEMBER_STATE_WAITING));
cc_execute_sql(queue, sql, NULL);
switch_safe_free(sql);
/* Send Event with queue count */
cc_queue_count(queue_name);
/* Start Thread that will playback different prompt to the channel */
switch_core_new_memory_pool(&pool);
h = switch_core_alloc(pool, sizeof(*h));
h->pool = pool;
h->uuid = switch_core_strdup(h->pool, uuid);
h->running = 1;
switch_threadattr_create(&thd_attr, h->pool);
switch_threadattr_detach_set(thd_attr, 1);
switch_threadattr_stacksize_set(thd_attr, SWITCH_THREAD_STACKSIZE);
switch_thread_create(&thread, thd_attr, cc_member_thread_run, h, h->pool);
/* Playback MOH */
/* TODO Add DTMF callback support */
/* TODO add MOH infitite loop */
cur_moh = queue->moh;
if (cc_moh_override) {
cur_moh = cc_moh_override;
}
if (cur_moh) {
switch_ivr_play_file(session, NULL, cur_moh, &args);
} else {
switch_ivr_collect_digits_callback(session, &args, 0, 0);
}
/* Stop Member Thread */
if (h) {
h->running = 0;
}
/* Hangup any agents been callback */
if (!switch_channel_up(member_channel)) { /* If channel is still up, it mean that the member didn't hangup, so we should leave the agent alone */
switch_core_session_hupall_matching_var("cc_member_uuid", uuid, SWITCH_CAUSE_ORIGINATOR_CANCEL);
sql = switch_mprintf("DELETE FROM members WHERE system = 'single_box' AND uuid = '%q'", uuid);
cc_execute_sql(queue, sql, NULL);
switch_safe_free(sql);
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_channel_event_set_data(member_channel, event);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Name", queue_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "member-queue-end");
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Wait-Time", "%ld", (long) (switch_epoch_time_now(NULL) - t_member_called));
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Cause", "Abort");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Caller-UUID", uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Caller-CID-Name", switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_name")));
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Caller-CID-Number", switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_number")));
switch_event_fire(&event);
}
/* for xml_cdr needs */
switch_channel_set_variable_printf(member_channel, "cc_queue_canceled_epoch", "%ld", (long) switch_epoch_time_now(NULL));
/* Send Event with queue count */
cc_queue_count(queue_name);
} else {
sql = switch_mprintf("UPDATE members SET state = '%q', bridge_epoch = '%ld' WHERE system = 'single_box' AND uuid = '%q'",
cc_member_state2str(CC_MEMBER_STATE_ANSWERED), (long) switch_epoch_time_now(NULL), uuid);
cc_execute_sql(queue, sql, NULL);
switch_safe_free(sql);
/* Send Event with queue count */
cc_queue_count(queue_name);
}
queue_rwunlock(queue);
end:
return;
}
struct list_result {
const char *name;
const char *format;
int row_process;
switch_stream_handle_t *stream;
};
static int list_result_callback(void *pArg, int argc, char **argv, char **columnNames)
{
struct list_result *cbt = (struct list_result *) pArg;
int i = 0;
cbt->row_process++;
if (cbt->row_process == 1) {
for ( i = 0; i < argc; i++) {
cbt->stream->write_function(cbt->stream,"%s", columnNames[i]);
if (i < argc - 1) {
cbt->stream->write_function(cbt->stream,"|");
}
}
cbt->stream->write_function(cbt->stream,"\n");
}
for ( i = 0; i < argc; i++) {
cbt->stream->write_function(cbt->stream,"%s", argv[i]);
if (i < argc - 1) {
cbt->stream->write_function(cbt->stream,"|");
}
}
cbt->stream->write_function(cbt->stream,"\n");
return 0;
}
#define CC_CONFIG_API_SYNTAX "callcenter_config agent add [name] [type] | " \
"callcenter_config agent del [name] | " \
"callcenter_config agent set status [agent_name] [status] | " \
"callcenter_config agent set state [agent_name] [state] | " \
"callcenter_config agent set contact [agent_name] [contact] | " \
"callcenter_config agent get status [agent_name] | " \
"callcenter_config tier add [queue_name] [agent_name] [level] [position] | " \
"callcenter_config tier set state [queue_name] [agent_name] [state] | " \
"callcenter_config tier set level [queue_name] [agent_name] [level] | " \
"callcenter_config tier set position [queue_name] [agent_name] [position] | " \
"callcenter_config tier del [queue_name] [agent_name] | " \
"callcenter_config tier list [queue_name] | " \
"callcenter_config queue list [queue_name] | " \
"callcenter_config queue count [queue_name]"
SWITCH_STANDARD_API(cc_config_api_function)
{
char *mydata = NULL, *argv[8] = { 0 };
const char *section = NULL;
const char *action = NULL;
char *sql;
int initial_argc = 2;
int argc;
if (!globals.running) {
return SWITCH_STATUS_FALSE;
}
if (zstr(cmd)) {
stream->write_function(stream, "-USAGE: %s\n", CC_CONFIG_API_SYNTAX);
return SWITCH_STATUS_SUCCESS;
}
mydata = strdup(cmd);
switch_assert(mydata);
argc = switch_separate_string(mydata, ' ', argv, (sizeof(argv) / sizeof(argv[0])));
if (argc < 2) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
}
section = argv[0];
action = argv[1];
if (section && !strcasecmp(section, "agent")) {
if (action && !strcasecmp(action, "add")) {
if (argc-initial_argc < 2) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
const char *name = argv[0 + initial_argc];
const char *type = argv[1 + initial_argc];
switch (cc_agent_add(name, type)) {
case CC_STATUS_SUCCESS:
stream->write_function(stream, "%s", "+OK\n");
break;
case CC_STATUS_AGENT_ALREADY_EXIST:
stream->write_function(stream, "%s", "-ERR Agent already exist!\n");
goto done;
case CC_STATUS_AGENT_INVALID_TYPE:
stream->write_function(stream, "%s", "-ERR Agent type invalid!\n");
goto done;
default:
stream->write_function(stream, "%s", "-ERR Unknown Error!\n");
goto done;
}
}
} else if (action && !strcasecmp(action, "del")) {
if (argc-initial_argc < 1) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
const char *agent = argv[0 + initial_argc];
switch (cc_agent_del(agent)) {
case CC_STATUS_SUCCESS:
stream->write_function(stream, "%s", "+OK\n");
break;
default:
stream->write_function(stream, "%s", "-ERR Unknown Error!\n");
goto done;
}
}
} else if (action && !strcasecmp(action, "set")) {
if (argc-initial_argc < 3) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
const char *key = argv[0 + initial_argc];
const char *agent = argv[1 + initial_argc];
const char *value = argv[2 + initial_argc];
switch (cc_agent_update(key, value, agent)) {
case CC_STATUS_SUCCESS:
stream->write_function(stream, "%s", "+OK\n");
break;
case CC_STATUS_AGENT_INVALID_STATUS:
stream->write_function(stream, "%s", "-ERR Invalid Agent Status!\n");
goto done;
case CC_STATUS_AGENT_INVALID_STATE:
stream->write_function(stream, "%s", "-ERR Invalid Agent State!\n");
goto done;
case CC_STATUS_AGENT_INVALID_TYPE:
stream->write_function(stream, "%s", "-ERR Invalid Agent Type!\n");
goto done;
case CC_STATUS_INVALID_KEY:
stream->write_function(stream, "%s", "-ERR Invalid Agent Update KEY!\n");
goto done;
case CC_STATUS_AGENT_NOT_FOUND:
stream->write_function(stream, "%s", "-ERR Agent not found!\n");
goto done;
default:
stream->write_function(stream, "%s", "-ERR Unknown Error!\n");
goto done;
}
}
} else if (action && !strcasecmp(action, "get")) {
if (argc-initial_argc < 2) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
const char *key = argv[0 + initial_argc];
const char *agent = argv[1 + initial_argc];
switch (cc_agent_get(key, agent, NULL, 0)) {
case CC_STATUS_SUCCESS:
stream->write_function(stream, "%s", "+OK\n");
break;
case CC_STATUS_INVALID_KEY:
stream->write_function(stream, "%s", "-ERR Invalid Agent Update KEY!\n");
goto done;
case CC_STATUS_AGENT_NOT_FOUND:
stream->write_function(stream, "%s", "-ERR Agent not found!\n");
goto done;
default:
stream->write_function(stream, "%s", "-ERR Unknown Error!\n");
goto done;
}
}
} else if (action && !strcasecmp(action, "list")) {
struct list_result cbt;
cbt.row_process = 0;
cbt.stream = stream;
sql = switch_mprintf("SELECT * FROM agents");
cc_execute_sql_callback(NULL /* queue */, NULL /* mutex */, sql, list_result_callback, &cbt /* Call back variables */);
switch_safe_free(sql);
stream->write_function(stream, "%s", "+OK\n");
}
} else if (section && !strcasecmp(section, "tier")) {
if (action && !strcasecmp(action, "add")) {
// queue, agent, level, position, state
if (argc-initial_argc < 4) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
const char *queue_name = argv[0 + initial_argc];
const char *agent = argv[1 + initial_argc];
const char *level = argv[2 + initial_argc];
const char *position = argv[3 + initial_argc];
switch(cc_tier_add(queue_name, agent, cc_tier_state2str(CC_TIER_STATE_READY), atoi(level), atoi(position))) {
case CC_STATUS_SUCCESS:
stream->write_function(stream, "%s", "+OK\n");
break;
case CC_STATUS_QUEUE_NOT_FOUND:
stream->write_function(stream, "%s", "-ERR Queue not found!\n");
goto done;
case CC_STATUS_TIER_INVALID_STATE:
stream->write_function(stream, "%s", "-ERR Invalid Tier State!\n");
goto done;
case CC_STATUS_AGENT_NOT_FOUND:
stream->write_function(stream, "%s", "-ERR Agent not found!\n");
goto done;
case CC_STATUS_TIER_ALREADY_EXIST:
stream->write_function(stream, "%s", "-ERR Tier already exist!\n");
goto done;
default:
stream->write_function(stream, "%s", "-ERR Unknown Error!\n");
goto done;
}
}
} else if (action && !strcasecmp(action, "set")) {
if (argc-initial_argc < 4) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
const char *key = argv[0 + initial_argc];
const char *queue_name = argv[1 + initial_argc];
const char *agent = argv[2 + initial_argc];
const char *value = argv[3 + initial_argc];
switch(cc_tier_update(key, value, queue_name, agent)) {
case CC_STATUS_SUCCESS:
stream->write_function(stream, "%s", "+OK\n");
break;
case CC_STATUS_AGENT_INVALID_STATUS:
stream->write_function(stream, "%s", "-ERR Invalid Agent Status!\n");
goto done;
case CC_STATUS_TIER_INVALID_STATE:
stream->write_function(stream, "%s", "-ERR Invalid Tier State!\n");
goto done;
case CC_STATUS_INVALID_KEY:
stream->write_function(stream, "%s", "-ERR Invalid Tier Update KEY!\n");
goto done;
case CC_STATUS_AGENT_NOT_FOUND:
stream->write_function(stream, "%s", "-ERR Agent not found!\n");
goto done;
case CC_STATUS_QUEUE_NOT_FOUND:
stream->write_function(stream, "%s", "-ERR Agent not found!\n");
goto done;
default:
stream->write_function(stream, "%s", "-ERR Unknown Error!\n");
goto done;
}
}
} else if (action && !strcasecmp(action, "del")) {
if (argc-initial_argc < 2) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
const char *queue = argv[0 + initial_argc];
const char *agent = argv[1 + initial_argc];
switch (cc_tier_del(queue, agent)) {
case CC_STATUS_SUCCESS:
stream->write_function(stream, "%s", "+OK\n");
break;
default:
stream->write_function(stream, "%s", "-ERR Unknown Error!\n");
goto done;
}
}
} else if (action && !strcasecmp(action, "list")) {
if (argc-initial_argc < 1) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
const char *queue = argv[0 + initial_argc];
struct list_result cbt;
cbt.row_process = 0;
cbt.stream = stream;
sql = switch_mprintf("SELECT * FROM tiers WHERE queue = '%q' ORDER BY level, position", queue);
cc_execute_sql_callback(NULL /* queue */, NULL /* mutex */, sql, list_result_callback, &cbt /* Call back variables */);
switch_safe_free(sql);
stream->write_function(stream, "%s", "+OK\n");
}
}
} else if (section && !strcasecmp(section, "queue")) {
if (action && !strcasecmp(action, "list")) {
if (argc-initial_argc < 1) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
const char *queue_name = argv[0 + initial_argc];
struct list_result cbt;
cbt.row_process = 0;
cbt.stream = stream;
sql = switch_mprintf("SELECT * FROM members WHERE queue = '%q'", queue_name);
cc_execute_sql_callback(NULL /* queue */, NULL /* mutex */, sql, list_result_callback, &cbt /* Call back variables */);
switch_safe_free(sql);
stream->write_function(stream, "%s", "+OK\n");
}
} else if (action && !strcasecmp(action, "count")) {
if (argc-initial_argc < 1) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
const char *queue_name = argv[0 + initial_argc];
char res[256] = "";
switch_event_t *event;
/* Check to see if agent already exist */
sql = switch_mprintf("SELECT count(*) FROM members WHERE queue = '%q'", queue_name);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
stream->write_function(stream, "%d\n", atoi(res));
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Name", queue_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "members-count");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Count", res);
switch_event_fire(&event);
}
}
}
}
goto done;
done:
free(mydata);
return SWITCH_STATUS_SUCCESS;
}
/* Macro expands to: switch_status_t mod_callcenter_load(switch_loadable_module_interface_t **module_interface, switch_memory_pool_t *pool) */
SWITCH_MODULE_LOAD_FUNCTION(mod_callcenter_load)
{
switch_application_interface_t *app_interface;
switch_api_interface_t *api_interface;
/* connect my internal structure to the blank pointer passed to me */
*module_interface = switch_loadable_module_create_module_interface(pool, modname);
memset(&globals, 0, sizeof(globals));
globals.pool = pool;
switch_core_hash_init(&globals.queue_hash, globals.pool);
switch_mutex_init(&globals.mutex, SWITCH_MUTEX_NESTED, globals.pool);
switch_mutex_lock(globals.mutex);
globals.running = 1;
switch_mutex_unlock(globals.mutex);
load_config();
if (!AGENT_DISPATCH_THREAD_STARTED) {
cc_agent_dispatch_thread_start();
}
SWITCH_ADD_APP(app_interface, "callcenter", "CallCenter", CC_DESC, callcenter_function, CC_USAGE, SAF_NONE);
SWITCH_ADD_API(api_interface, "callcenter_config", "Config of callcenter", cc_config_api_function, CC_CONFIG_API_SYNTAX);
switch_console_set_complete("add callcenter_config agent add");
switch_console_set_complete("add callcenter_config agent del");
switch_console_set_complete("add callcenter_config agent set status");
switch_console_set_complete("add callcenter_config agent set state");
switch_console_set_complete("add callcenter_config agent set contact");
switch_console_set_complete("add callcenter_config agent get status");
switch_console_set_complete("add callcenter_config agent list");
switch_console_set_complete("add callcenter_config tier add");
switch_console_set_complete("add callcenter_config tier del");
switch_console_set_complete("add callcenter_config tier set state");
switch_console_set_complete("add callcenter_config tier set level");
switch_console_set_complete("add callcenter_config tier set position");
switch_console_set_complete("add callcenter_config tier list");
switch_console_set_complete("add callcenter_config queue list");
switch_console_set_complete("add callcenter_config queue count");
/* indicate that the module should continue to be loaded */
return SWITCH_STATUS_SUCCESS;
}
/*
Called when the system shuts down
Macro expands to: switch_status_t mod_callcenter_shutdown() */
SWITCH_MODULE_SHUTDOWN_FUNCTION(mod_callcenter_shutdown)
{
switch_hash_index_t *hi;
cc_queue_t *queue;
void *val = NULL;
const void *key;
switch_ssize_t keylen;
int sanity = 0;
switch_mutex_lock(globals.mutex);
if (globals.running == 1) {
globals.running = 0;
}
switch_mutex_unlock(globals.mutex);
while (globals.threads) {
switch_cond_next();
if (++sanity >= 60000) {
break;
}
}
switch_mutex_lock(globals.mutex);
while ((hi = switch_hash_first(NULL, globals.queue_hash))) {
switch_hash_this(hi, &key, &keylen, &val);
queue = (cc_queue_t *) val;
switch_core_hash_delete(globals.queue_hash, queue->name);
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Waiting for write lock (queue %s)\n", queue->name);
switch_thread_rwlock_wrlock(queue->rwlock);
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Destroying queue %s\n", queue->name);
switch_core_destroy_memory_pool(&queue->pool);
queue = NULL;
}
switch_mutex_unlock(globals.mutex);
return SWITCH_STATUS_SUCCESS;
}
/* For Emacs:
* Local Variables:
* mode:c
* indent-tabs-mode:t
* tab-width:4
* c-basic-offset:4
* End:
* For VIM:
* vim:set softtabstop=4 shiftwidth=4 tabstop=4
*/
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