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mod_callcenter: Add better support when agent doesn't answer, including creating a new variable for the delay that is different than reject or busy. Thanks to François Delawarde

This commit is contained in:
Marc Olivier Chouinard 2011-03-12 11:58:35 -05:00
parent 943e289043
commit 26303c5c7a
1 changed files with 49 additions and 32 deletions
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81
src/mod/applications/mod_callcenter/mod_callcenter.c
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@ -216,6 +216,7 @@ static char agents_sql[] =
" wrap_up_time INTEGER NOT NULL DEFAULT 0,\n"
" reject_delay_time INTEGER NOT NULL DEFAULT 0,\n"
" busy_delay_time INTEGER NOT NULL DEFAULT 0,\n"
" no_answer_delay_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"
@ -705,6 +706,7 @@ static cc_queue_t *load_queue(const char *queue_name)
switch_cache_db_test_reactive(dbh, "select count(ready_time) from agents", NULL, "alter table agents add ready_time integer not null default 0;"
"alter table agents add reject_delay_time integer not null default 0;"
"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 count(queue) from tiers", "drop table tiers" , tiers_sql);
switch_mutex_init(&queue->mutex, SWITCH_MUTEX_NESTED, queue->pool);
@ -768,6 +770,7 @@ struct call_helper {
int max_no_answer;
int reject_delay_time;
int busy_delay_time;
int no_answer_delay_time;
switch_memory_pool_t *pool;
};
@ -1007,6 +1010,12 @@ cc_status_t cc_agent_update(const char *key, const char *value, const char *agen
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
} else if (!strcasecmp(key, "no_answer_delay_time")) {
sql = switch_mprintf("UPDATE agents SET no_answer_delay_time = '%ld', system = 'single_box' WHERE name = '%q'", atol(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) && strcasecmp(value, CC_AGENT_TYPE_UUID_STANDBY)) {
@ -1203,6 +1212,7 @@ static switch_status_t load_agent(const char *agent_name)
const char *wrap_up_time = switch_xml_attr(x_agent, "wrap-up-time");
const char *reject_delay_time = switch_xml_attr(x_agent, "reject-delay-time");
const char *busy_delay_time = switch_xml_attr(x_agent, "busy-delay-time");
const char *no_answer_delay_time = switch_xml_attr(x_agent, "no-answer-delay-time");
if (type) {
cc_status_t res = cc_agent_add(agent_name, type);
@ -1225,6 +1235,9 @@ static switch_status_t load_agent(const char *agent_name)
if (busy_delay_time) {
cc_agent_update("busy_delay_time", busy_delay_time, agent_name);
}
if (no_answer_delay_time) {
cc_agent_update("no_answer_delay_time", no_answer_delay_time, agent_name);
}
if (type && res == CC_STATUS_AGENT_ALREADY_EXIST) {
cc_agent_update("type", type, agent_name);
@ -1565,8 +1578,8 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa
} else {
int delay_next_agent_call = 0;
/* Agent didn't answer or originate failed */
int delay_next_agent_call = 0;
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),
@ -1577,30 +1590,22 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa
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_USER_NOT_REGISTERED: /* When we are calling a unregistred device */
case SWITCH_CAUSE_USER_BUSY: /* Could be the phone is in Do Not Disturb */
delay_next_agent_call = (h->busy_delay_time > delay_next_agent_call?h->busy_delay_time:delay_next_agent_call);
break;
case SWITCH_CAUSE_CALL_REJECTED: /* User could have press the reject call on their phone */
delay_next_agent_call = (h->reject_delay_time > delay_next_agent_call?h->reject_delay_time:delay_next_agent_call);
break;
default:
break;
}
switch (cause) {
case SWITCH_CAUSE_USER_NOT_REGISTERED: /* When we are calling a unregistred device */
case SWITCH_CAUSE_USER_BUSY: /* Could be the phone is in Do Not Disturb */
case SWITCH_CAUSE_CALL_REJECTED: /* User could have press the reject call on their phone */
/* When we hang-up agents that did not answer in ring-all strategy */
case SWITCH_CAUSE_ORIGINATOR_CANCEL:
if (delay_next_agent_call > 0) {
char ready_epoch[64];
switch_snprintf(ready_epoch, sizeof(ready_epoch), "%" SWITCH_TIME_T_FMT, switch_epoch_time_now(NULL) + delay_next_agent_call); /* Make the time configurable */
cc_agent_update("ready_time", ready_epoch , h->agent_name);
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Agent %s Sleeping for %d secondes\n", h->agent_name, delay_next_agent_call);
}
break;
/* Busy: Do Not Disturb, Circuit congestion */
case SWITCH_CAUSE_NORMAL_CIRCUIT_CONGESTION:
case SWITCH_CAUSE_USER_BUSY:
delay_next_agent_call = (h->busy_delay_time > delay_next_agent_call? h->busy_delay_time : delay_next_agent_call);
break;
/* Reject: User rejected the call */
case SWITCH_CAUSE_CALL_REJECTED:
delay_next_agent_call = (h->reject_delay_time > delay_next_agent_call? h->reject_delay_time : delay_next_agent_call);
break;
/* No answer: Destination does not answer for some other reason */
default:
delay_next_agent_call = (h->no_answer_delay_time > delay_next_agent_call? h->no_answer_delay_time : delay_next_agent_call);
tiers_state = CC_TIER_STATE_NO_ANSWER;
/* Update Agent NO Answer count */
@ -1615,6 +1620,15 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa
h->agent_name, h->max_no_answer);
cc_agent_update("status", cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), h->agent_name);
}
break;
}
/* Put agent to sleep for some time if necessary */
if (delay_next_agent_call > 0) {
char ready_epoch[64];
switch_snprintf(ready_epoch, sizeof(ready_epoch), "%" SWITCH_TIME_T_FMT, switch_epoch_time_now(NULL) + delay_next_agent_call);
cc_agent_update("ready_time", ready_epoch , h->agent_name);
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Agent %s sleeping for %d seconds\n", h->agent_name, delay_next_agent_call);
}
/* Fire up event when contact agent fails */
@ -1691,14 +1705,14 @@ static int agents_callback(void *pArg, int argc, char **argv, char **columnNames
char *sql = NULL;
char res[256];
char *agent_status = argv[2];
char *agent_tier_state = argv[8];
char *agent_last_bridge_end = argv[9];
char *agent_wrap_up_time = argv[10];
char *agent_state = argv[11];
char *agent_ready_time = argv[12];
char *agent_tier_level = argv[13];
char *agent_type = argv[14];
char *agent_uuid = argv[15];
char *agent_tier_state = argv[9];
char *agent_last_bridge_end = argv[10];
char *agent_wrap_up_time = argv[11];
char *agent_state = argv[12];
char *agent_ready_time = argv[13];
char *agent_tier_level = argv[14];
char *agent_type = argv[15];
char *agent_uuid = argv[16];
switch_bool_t contact_agent = SWITCH_TRUE;
@ -1808,6 +1822,7 @@ static int agents_callback(void *pArg, int argc, char **argv, char **columnNames
h->max_no_answer = atoi(argv[5]);
h->reject_delay_time = atoi(argv[6]);
h->busy_delay_time = atoi(argv[7]);
h->no_answer_delay_time = atoi(argv[8]);
cc_agent_update("state", cc_agent_state2str(CC_AGENT_STATE_RECEIVING), h->agent_name);
@ -1922,7 +1937,7 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
sql_order_by = switch_mprintf("level, position");
}
sql = switch_mprintf("SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time,tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.level, agents.type, agents.uuid FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
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.level, agents.type, agents.uuid 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')"
" ORDER BY %q",
@ -2066,7 +2081,7 @@ void *SWITCH_THREAD_FUNC cc_member_thread_run(switch_thread_t *thread, void *obj
switch_channel_set_flag_value(member_channel, CF_BREAK, 2);
}
/* Will drop the caller if no agent was found for more than X secondes */
/* Will drop the caller if no agent was found for more than X seconds */
if (queue->max_wait_time_with_no_agent > 0 && m->t_member_called < queue->last_agent_exist_check - queue->max_wait_time_with_no_agent_time_reached &&
queue->last_agent_exist_check - queue->last_agent_exist >= queue->max_wait_time_with_no_agent) {
m->member_cancel_reason = CC_MEMBER_CANCEL_REASON_NO_AGENT_TIMEOUT;
@ -2416,6 +2431,7 @@ static int list_result_callback(void *pArg, int argc, char **argv, char **column
"callcenter_config agent set ready_time [agent_name] [wait till epoch] | "\
"callcenter_config agent set reject_delay_time [agent_name] [wait second] | "\
"callcenter_config agent set busy_delay_time [agent_name] [wait second] | "\
"callcenter_config agent set no_answer_delay_time [agent_name] [wait second] | "\
"callcenter_config agent get status [agent_name] | " \
"callcenter_config agent list | " \
"callcenter_config tier add [queue_name] [agent_name] [level] [position] | " \
@ -2865,6 +2881,7 @@ SWITCH_MODULE_LOAD_FUNCTION(mod_callcenter_load)
switch_console_set_complete("add callcenter_config agent set ready_time");
switch_console_set_complete("add callcenter_config agent set reject_delay_time");
switch_console_set_complete("add callcenter_config agent set busy_delay_time");
switch_console_set_complete("add callcenter_config agent set no_answer_delay_time");
switch_console_set_complete("add callcenter_config agent get status");
switch_console_set_complete("add callcenter_config agent list");