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FS-10511: Set status as External call when using callcenter_track

This commit is contained in:
Marc Olivier Chouinard 2017-07-18 11:14:43 -04:00
parent c237bd60f9
commit 1ce87dfca1
1 changed files with 78 additions and 21 deletions
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99
src/mod/applications/mod_callcenter/mod_callcenter.c
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@ -101,7 +101,8 @@ typedef enum {
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_ON_BREAK = 4,
CC_AGENT_STATUS_ON_EXTERNAL_CALL = 5
} cc_agent_status_t;
static struct cc_status_table AGENT_STATUS_CHART[] = {
@ -110,6 +111,7 @@ static struct cc_status_table AGENT_STATUS_CHART[] = {
{"Available", CC_AGENT_STATUS_AVAILABLE},
{"Available (On Demand)", CC_AGENT_STATUS_AVAILABLE_ON_DEMAND},
{"On Break", CC_AGENT_STATUS_ON_BREAK},
{"On External Call", CC_AGENT_STATUS_ON_EXTERNAL_CALL},
{NULL, 0}
};
@ -208,6 +210,7 @@ static char agents_sql[] =
/*User Personal Status
Available
On Break
On External Call
Logged Out
*/
" state VARCHAR(255),\n"
@ -225,12 +228,14 @@ static char agents_sql[] =
" 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_waiting_state 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"
" ready_time INTEGER NOT NULL DEFAULT 0,\n"
" external_calls_count INTEGER NOT NULL DEFAULT 0\n"
" external_calls_count INTEGER NOT NULL DEFAULT 0,\n"
" status_before_external_calls VARCHAR(255) DEFAULT ''\n"
");\n";
static char tiers_sql[] =
@ -892,6 +897,7 @@ static cc_profile_t *load_profile(const char *profile_name) {
"alter table agents add busy_delay_time integer not null default 0;");
switch_cache_db_test_reactive(dbh, "select count(no_answer_delay_time) from agents", NULL, "alter table agents add no_answer_delay_time integer not null default 0;");
switch_cache_db_test_reactive(dbh, "select count(ready_time) from agents", "drop table agents", agents_sql);
switch_cache_db_test_reactive(dbh, "select status_before_external_calls from agents", NULL, "alter table agents add status_before_external_calls VARCHAR(255);");
switch_cache_db_test_reactive(dbh, "select external_calls_count from agents", NULL, "alter table agents add external_calls_count integer not null default 0;");
switch_cache_db_test_reactive(dbh, "select count(queue) from tiers", "drop table tiers" , tiers_sql);
switch_cache_db_test_reactive(dbh, "select count(last_waiting_state) FROM agents", NULL, "alter table agents add last_waiting_state integer not null default 0;");
@ -903,8 +909,11 @@ static cc_profile_t *load_profile(const char *profile_name) {
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');"
"update members set state = '%q', session_uuid = '' where system = '%q';"
"update agents set external_calls_count = 0 where system = 'single_box';",
cc_member_state2str(CC_MEMBER_STATE_ABANDONED), globals.core_uuid);
"update agents set external_calls_count = 0 where system = 'single_box';"
"update agents set status_before_external_calls = '' where system = 'single_box';"
"update agents set status = '%q' where status = '%q' and system = 'single_box'", /* This is not perfect... but better than having a call stuck on external call after a crash */
cc_member_state2str(CC_MEMBER_STATE_ABANDONED), globals.core_uuid, cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_EXTERNAL_CALL));
cc_execute_sql(profile, NULL, sql, NULL);
switch_safe_free(sql);
@ -1648,7 +1657,6 @@ static switch_status_t load_agent(cc_profile_t *profile, const char *agent_name,
}
}
if (!(x_agents = switch_xml_child(x_profile, "agents"))) {
goto end;
}
@ -2511,6 +2519,9 @@ static int agents_callback(void *pArg, int argc, char **argv, char **columnNames
if (! (strcasecmp(agent_status, cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK)))) {
contact_agent = SWITCH_FALSE;
}
if (! (strcasecmp(agent_status, cc_agent_status2str(CC_AGENT_STATUS_ON_EXTERNAL_CALL)))) {
contact_agent = SWITCH_FALSE;
}
/* XXX callcenter_track app can update this counter after we selected this agent on database */
if (cbt->skip_agents_with_external_calls && atoi(agent_external_calls_count) > 0) {
contact_agent = SWITCH_FALSE;
@ -2689,7 +2700,7 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
if (!cbt.queue_name || !(queue = get_queue(profile, cbt.queue_name))) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_WARNING, "Queue %s not found locally, delete this member\n", cbt.queue_name);
sql = switch_mprintf("DELETE FROM members WHERE uuid = '%q' AND system = '%q'", cbt.member_uuid, cbt.member_system);
cc_execute_sql(NULL, sql, NULL);
cc_execute_sql(profile, NULL, sql, NULL);
switch_safe_free(sql);
goto end;
} else {
@ -2816,38 +2827,39 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
sql = switch_mprintf("SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position as tiers_position, tiers.level as tiers_level, agents.type, agents.uuid, external_calls_count, agents.last_offered_call as agents_last_offered_call, 1 as dyn_order FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
" WHERE tiers.queue = '%q'"
" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
" AND tiers.position > %d"
" AND tiers.level = %d"
" UNION "
"SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position as tiers_position, tiers.level as tiers_level, agents.type, agents.uuid, external_calls_count, agents.last_offered_call as agents_last_offered_call, 2 as dyn_order FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
" WHERE tiers.queue = '%q'"
" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
" ORDER BY dyn_order asc, tiers_level, tiers_position, agents_last_offered_call",
queue_name,
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_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_ON_EXTERNAL_CALL), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND),
position,
level,
queue_name,
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_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_ON_EXTERNAL_CALL), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND),
level
);
} else if (!strcasecmp(queue_strategy, "round-robin")) {
sql = switch_mprintf("SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position as tiers_position, tiers.level as tiers_level, agents.type, agents.uuid, external_calls_count, agents.last_offered_call as agents_last_offered_call, 1 as dyn_order FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
" WHERE tiers.queue = '%q'"
" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
" AND tiers.position > (SELECT tiers.position FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = '%q' AND agents.last_offered_call > 0 ORDER BY agents.last_offered_call DESC LIMIT 1)"
" AND tiers.level = (SELECT tiers.level FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = '%q' AND agents.last_offered_call > 0 ORDER BY agents.last_offered_call DESC LIMIT 1)"
" UNION "
"SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position as tiers_position, tiers.level as tiers_level, agents.type, agents.uuid, external_calls_count, agents.last_offered_call as agents_last_offered_call, 2 as dyn_order FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
" WHERE tiers.queue = '%q'"
" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
" ORDER BY dyn_order asc, tiers_level, tiers_position, agents_last_offered_call",
queue_name,
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_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_ON_EXTERNAL_CALL), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND),
queue_name,
queue_name,
queue_name,
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_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_ON_EXTERNAL_CALL), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND)
);
} else {
@ -2875,10 +2887,10 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
sql = switch_mprintf("SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position, tiers.level, agents.type, agents.uuid, external_calls_count FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
" WHERE tiers.queue = '%q'"
" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
" ORDER BY %q",
queue_name,
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_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_ON_EXTERNAL_CALL), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND),
sql_order_by);
switch_safe_free(sql_order_by);
@ -3574,6 +3586,7 @@ static switch_status_t cc_hook_state_run(switch_core_session_t *session)
const char *profile_name = NULL;
char *sql = NULL;
cc_profile_t *profile = NULL;
char agent_status[255];
profile_name = switch_channel_get_variable(channel, "cc_profile");
@ -3581,7 +3594,7 @@ static switch_status_t cc_hook_state_run(switch_core_session_t *session)
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_WARNING, "Profile %s not found\n", profile_name);
switch_core_event_hook_remove_state_run(session, cc_hook_state_run);
UNPROTECT_INTERFACE(app_interface);
return SWITCH_STATUS_SUCCESS;
goto end;
}
@ -3589,20 +3602,48 @@ static switch_status_t cc_hook_state_run(switch_core_session_t *session)
agent_name = switch_channel_get_variable(channel, "cc_tracked_agent");
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(session), SWITCH_LOG_DEBUG, "Called cc_hook_hanguphook channel %s with state %s", switch_channel_get_name(channel), switch_channel_state_name(state));
if (cc_agent_get(profile, "status", agent_name, agent_status, sizeof(agent_status)) != CC_STATUS_SUCCESS) {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(session), SWITCH_LOG_WARNING, "Invalid agent %s", agent_name);
goto end;
}
if (state == CS_HANGUP) {
char agent_status_changed[255];
switch_event_t *event;
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(session), SWITCH_LOG_DEBUG, "Tracked call for agent %s ended, decreasing external_calls_count", agent_name);
sql = switch_mprintf("UPDATE agents SET external_calls_count = external_calls_count - 1 WHERE name = '%q'", agent_name);
cc_execute_sql(profile, NULL, sql, NULL);
switch_safe_free(sql);
sql = switch_mprintf("UPDATE agents SET status = status_before_external_calls, status_before_external_calls = '' WHERE name = '%q' AND external_calls_count = 0 AND status = '%q'", agent_name, cc_agent_status2str(CC_AGENT_STATUS_ON_EXTERNAL_CALL));
cc_execute_sql(profile, NULL, sql, NULL);
switch_safe_free(sql);
if (cc_agent_get(profile, "status", agent_name, agent_status_changed, sizeof(agent_status_changed)) != CC_STATUS_SUCCESS) {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(session), SWITCH_LOG_WARNING, "Invalid agent %s", agent_name);
} else if (strcasecmp(agent_status, agent_status_changed) && switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Profile", profile_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent", agent_name);
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", agent_status_changed);
switch_event_fire(&event);
}
switch_core_event_hook_remove_state_run(session, cc_hook_state_run);
UNPROTECT_INTERFACE(app_interface);
}
end:
profile_rwunlock(profile);
profile_rwunlock(profile);
return SWITCH_STATUS_SUCCESS;
}
#define CC_TRACK_DESC "Track external mod_callcenter calls to avoid place new calls"
#define CC_TRACK_USAGE "[profile/]queue_name"
SWITCH_STANDARD_APP(callcenter_track)
{
switch_channel_t *channel = switch_core_session_get_channel(session);
@ -3629,22 +3670,38 @@ SWITCH_STANDARD_APP(callcenter_track)
if (!profile_name || !(profile = get_profile(profile_name))) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_WARNING, "Profile %s not found\n", profile_name);
goto end;
}
switch_channel_set_variable(channel, "cc_profile", profile_name);
if (cc_agent_get(profile, "status", data, agent_status, sizeof(agent_status)) != CC_STATUS_SUCCESS) {
if (cc_agent_get(profile, "status", agent_name, agent_status, sizeof(agent_status)) != CC_STATUS_SUCCESS) {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(session), SWITCH_LOG_WARNING, "Invalid agent %s", data);
goto end;
}
switch_channel_set_variable(channel, "cc_tracked_agent", agent_name);
sql = switch_mprintf("UPDATE agents SET external_calls_count = external_calls_count + 1 WHERE name = '%q'", agent_name);
cc_execute_sql(profile, NULL, sql, NULL);
switch_safe_free(sql);
if (switch_true(switch_channel_get_variable(channel, "cc_set_external_call_status"))) {
switch_event_t *event;
char agent_status_changed[255];
sql = switch_mprintf("UPDATE agents SET status_before_external_calls = status, status = '%q' WHERE name = '%q' AND external_calls_count > 0 AND status != '%q'", cc_agent_status2str(CC_AGENT_STATUS_ON_EXTERNAL_CALL), agent_name, cc_agent_status2str(CC_AGENT_STATUS_ON_EXTERNAL_CALL));
cc_execute_sql(profile, NULL, sql, NULL);
switch_safe_free(sql);
if (cc_agent_get(profile, "status", agent_name, agent_status_changed, sizeof(agent_status_changed)) != CC_STATUS_SUCCESS) {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(session), SWITCH_LOG_WARNING, "Invalid agent %s", agent_name);
} else if (strcasecmp(agent_status, agent_status_changed) && switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Profile", profile_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent", agent_name);
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", agent_status_changed);
switch_event_fire(&event);
}
}
switch_core_event_hook_add_state_run(session, cc_hook_state_run);
PROTECT_INTERFACE(app_interface);
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(session), SWITCH_LOG_DEBUG, "Tracking this call for agent %s", data);
@ -4647,7 +4704,7 @@ SWITCH_MODULE_LOAD_FUNCTION(mod_callcenter_load)
*module_interface = switch_loadable_module_create_module_interface(pool, modname);
SWITCH_ADD_APP(app_interface, "callcenter", "CallCenter", CC_DESC, callcenter_function, CC_USAGE, SAF_NONE);
SWITCH_ADD_APP(app_interface, "callcenter_track", "CallCenter Track Call", "Track external mod_callcenter calls to avoid place new calls", callcenter_track, CC_USAGE, SAF_NONE);
SWITCH_ADD_APP(app_interface, "callcenter_track", "CallCenter Track Call", CC_TRACK_DESC, callcenter_track, CC_TRACK_USAGE, SAF_NONE);
SWITCH_ADD_API(api_interface, "callcenter_config", "Config of callcenter", cc_config_api_function, CC_CONFIG_API_SYNTAX);
SWITCH_ADD_JSON_API(json_api_interface, "callcenter_config", "JSON Callcenter API", json_callcenter_config_function, "");